Case studies
We publish case studies to promote transparency, share learnings with the higher education sector, and support best practice complaint handling.
Case studies can be used:
- to help understand the NSO resolution pathways and outcomes
- to learn about emerging and systemic issues, and
- to showcase the impact of a service or intervention.
These case studies are deidentified or include false names to protect the privacy of individuals.
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Case study27 Feb 2026Academic Adjustment Plan - International Student Rachel*
Rachel* is an international student at a large university. She struggles with timed exams, so she was granted an academic adjustment plan. However, she expressed that....
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Case study27 Feb 2026Change of provider - International Student Amit*
Eager for an opportunity to study in Australia, Amit* applied for a student visa and accepted a place with a higher education provider where they had no connection...
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Case study27 Feb 2026Unmet Academic Requirements - International Student Daniella*
Daniella*, an international student studying a foundation program, experienced serious personal hardship during the semester...
Consent and Privacy
We obtain student consent before publishing a detailed summary. Where a matter involves a recurring issue across providers, we may publish a scenario-based case study that draws on common elements from several complaints rather than an individual complaint.
The NSO is committed to protecting the privacy and handling personal information in accordance with the Privacy Act 1988. In case studies, we do not identify students or providers, unless express consent and desire is given by the student or provider. In most cases, information is de-identified to protect privacy and maintain confidentiality.
If an individual considers that a published case summary may identify them, directly or indirectly, they are encouraged to contact us at nsooutreach@ombudsman.gov.au. We will review the publication as priority and take appropriate action that may include editing or removing the case study.