International student complaints
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Complaints we can look into
There are free and confidential services to help international students make a complaint about their study experience.
We will make sure you are connected to the right place for your complaint, no matter who you contact first.
For international students studying a higher education course (for example a bachelor or post graduate degree at an Australian university), the appropriate external complaint service is the National Student Ombudsman.
For international students studying a Vocational Education and Training (VET) course through a public provider, the State or Territory Ombudsman can assist with complaints.
For international students studying a Vocational Education and Training (VET) course through a private provider, we can help you!
The Overseas Student team at the Commonwealth Ombudsman can look into complaints from international students who are currently studying, previously studied, or are planning to study a VET course with private education providers on a student visa.
Issues we can look into include:
- course fees and refunds
- transfers between courses or providers
- intention to report to Home Affairs for unsatisfactory course progress or attendance
- cancellation of enrolment
- deferment and suspension of studies
- incorrect advice given by an education agent
- refusing admission to a course
- your private education provider’s handling of your complaint or appeal, including complaints about:
- grades and assessments
- academic misconduct decisions
- Overseas Student Health Cover.
The National Student Ombudsman can consider complaints from international students studying a higher education course with an Australian higher education provider, including Australian universities. You can read more about the National Student Ombudsman on their website.
Complaints we cannot look into
There are some issues we cannot help with. These include complaints about:
- VET courses offered by public education providers, such as universities, TAFEs, public primary and secondary (high) schools
- the academic merit of your grade or mark for an assessment task
- problems from students on visas other than a student visa (subclass 500), such as professional year courses Graduate visa holders (subclass 476 and 485)
- privacy.
Is your complaint about one of the things we can’t look into?
We have a list of other ombudsmen and agencies that may help you.
We have information for education providers.
We also:
- provide information to private education providers about better practice complaint handling, and
- published reports on issues in international education.