Statement of Commitments
This Statement:
- sets out the National Student Ombudsman’s (NSO) commitments to higher education providers (providers) within our jurisdiction1 about how the NSO will engage with them when carrying out our functions
- replaces any pre-existing arrangements that might exist with other jurisdictions of the Office of the Commonwealth Ombudsman.
The NSO will:
1. Give providers clear and timely information when we contact them in relation to a complaint.
This includes providing relevant background, explaining what information, documents, access and/or other assistance the provider is expected to provide, and specifying any related timeframe/s.
2. Consider carefully whether and when to act informally or formally, including whether and when to use coercive powers. The NSO will seek to resolve complaints at the lowest appropriate level, with a preference for informal processes.
3. Set appropriate timeframes for requests or requirements of providers, having regard to the urgency and complexity of the matter and the scope and complexity of the request/requirement.
- We will consider requests from providers for additional time to respond to our requests/requirements, having regard to urgency, scope and complexity, the reason/s additional time is needed, and the provider’s timeliness in past matters.
- If we do not agree to allow additional time, we will explain our reasons.
4. Safely collect, store, archive and destroy any information and data shared with us.
5. Notify providers after finalising a complaint, unless we have decided not to take any action.
6. Act fairly by:
- explaining the grounds for our findings, comments, suggestions and recommendations and inviting the affected provider/s to respond (including identifying any apparent errors of fact or mistakes of law) before we finalise our position.
- seeking a provider’s formal response/s to findings and recommendations in our published reports.
7. Publish reports, issues papers, fact sheets and other guidance and education materials on our website to inform best practice for providers and the sector.
8. Give providers guidance about best practice approaches to resolve problems they identify.
9. When performing our functions, give providers insights about their administration, and recommendations, suggestions and comments to improve their administration.
10. Give providers current, correct details for key points of contact within the NSO.
11. Be responsive to feedback and opportunities to support continuous improvement.
[1] The National Student Ombudsman jurisdiction covers higher education providers registered with the Tertiary Education Quality and Standards Agency (TEQSA).