Making a complaint

Things you should know about complaining to the Overseas Students Ombudsman

  • In Australia, you have the right to complain.
  • The Overseas Students Ombudsman's services are free.
  • In some cases, the Ombudsman may decide not to investigate your complaint. This might happen where another organisation can help you, or you have not spoken to your provider about your complaint.
  • If we decide not to investigate, we will tell you why. We may refer you to another organisation that can help.
  • The Ombudsman is independent and impartial. If we do decide to investigate your complaint, we will contact the education provider and ask them what happened.
  • We will treat your information with privacy and respect, and collect, store, use and disclose your personal information only in accordance with Australian privacy laws.
  • if we find that your education provider has made a mistake or acted unfairly, we can ask them to:
    • apologise to you
    • change or reconsider a decision
    • change their policies or procedures
    • take some other action.

Make a complaint

Online

You can make your complaint online by using our online complaint form.

Note: In order to use the online complaint form, you need to have the Adobe Reader installed. If you don't already have it, you can download the latest Adobe Reader version for free from the Adobe website.

Telephone

You can contact us by telephone, 9am to 5pm Monday to Friday, Australian Eastern Standard Time (AEST). In Australia, call: 1300 362 072 (calls from mobile phones at mobile phone rates). Outside Australia, call +61 2 6276 0111.

Using an interpreter

If you want to make a complaint in your language you can. Call the Translating and Interpreting Service (TIS) in Australia on 131 450, outside Australia call +61 3 9203 4027. We will pay for the interpreter.

If you are deaf, hearing or sight impaired

You can contact us via the National Relay Service. Teletypewriter (TTY) users phone 133 677 and then ask for 1300 362 072. Speak and Listen users phone 1300 555 727 and then ask for 1300 362 072. Internet Relay users connect to the National Relay Service www.iprelay.com.au and then ask for 1300 362 072

Fax

You can send us a fax. In Australia: 02 6276 0123. Outside Australia: +61 2 6276 0123.

Mail

You can write a letter and post it to: Overseas Students Ombudsman
GPO Box 442
Canberra ACT 2601
AUSTRALIA