The Overseas Students Ombudsman resolves complaints and helps private education providers to improve their policies and practices to enhance the quality of international education in Australia.
The Ombudsman investigates complaints about the actions and decisions of private registered education providers in connection with overseas students.
We also provide information about best practice complaints handling to help providers manage internal complaints effectively. Also see our Frequently asked questions for private education providers.
We publish reports on complaint trends, systemic problems and broader issues in international education that we identify through our investigations.
Legal basis
The Education Services for Overseas Students (ESOS) Legislation Amendment Act 2011, which was passed by Parliament on 21 March 2011, created the role of the Overseas Students Ombudsman within the office of the Commonwealth Ombudsman.
The Commonwealth Ombudsman has more than 30 years experience in complaints handling and investigations.
The National Code
Registered education providers must have an internal complaints handling and appeals process for overseas students under Standard 8 of the National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students 2007 (the National Code 2007).
Education providers must also advise students of their right to access an external complaint and appeals process if they are not satisfied with the internal complaint process or outcome. The Ombudsman provides an external complaint and appeals process for overseas students of private education providers. Example wording for providers to use in their internal complaint and appeal outcome letters, to advise students of their right to contact the Overseas Students Ombudsman, is provided below:
If you wish to lodge an external appeal or complain about this decision, you can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their private education or training provider. See the Overseas Students Ombudsman website www.oso.gov.au or phone 1300 362 072 for more information.
