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      If you need more translations, please contact us via: 1300 362 072 or ombudsman@ombudsman.gov.au

      Case studies

      Posted September 2023

      Between late 2022 and mid-2023, we provided a report to the Department of Employment and Workplace Relations as well as ongoing complaint data and information from investigations we’d conducted into a particular VET FEE-HELP provider. The information highlighted a trend of conduct that resulted in low course progression for a large cohort of students, which assisted the Department to reach a decision to re-credit student loans for over 10,000 students, including 500 students who had complained to our Office, in the amount of 170 million dollars.

      Posted September 2023

      A lot of people needing to renew passports after Covid complained to us about delays at the Australian Passport Office. We got the passports Office to set up a process to consider complaints from people with a compassionate or compelling need to get a passport quickly. The Passport Office has also put more staff onto passport processing, and complaints about delays have dropped off.