There are many different types of issues that may arise between students and their education provider. If you experience a problem with your education provider and feel that you need to make a complaint, follow these steps to try to resolve your problem.
Once you’ve followed these steps, if your provider has not done anything with your complaint, or you are not happy with the outcome, consider contacting the Ombudsman.
Steps for making a complaint with your education provider:
1) Identify the issue or issues you want to raise.
2) Think about what your education provider could do to fix the problem.
3) Check your provider’s website for their complaints and appeals policy. It should tell you how to make a complaint and who to send it to. If you can’t find this information on the website, ask your provider for a copy (they must give it to you).
4) Put your complaint in writing, even if you talk to your provider about it first. This way you have a record that you made a complaint, what issues you raised and what you asked to be done to resolve the problem.
- Describe the problem or decision you disagree with
- What happened? Who did what? Include details of relevant meetings or conversations
- When? Include dates and times
- What do you want done to fix the problem? Make sure what you are asking for is reasonable
- Include your name, student number and contact details
- Attach any relevant documents
5) Stay calm and be polite when making your complaint. Make it clear you are giving the provider a chance to fix a mistake or problem.
6) Keep records – keep copies of any letters or emails you send and receive. Make a note of any telephone conversations you have, including the name of the person you spoke to, the date and time. You may need to provide more information to support your complaint.
7) Don’t give up! If nothing happens, phone your provider and ask about the progress of your complaint. Check their complaints policy to see how long you can expect to wait for an outcome.
8) Your provider should give you a written outcome and explain the reasons for its decision. If you do not receive a decision in writing with reasons, request it from your provider.
8) If your provider has not done anything with your complaint, or you are not happy with the outcome, consider contacting the Ombudsman.
This article has been supplied by the Overseas Students Ombudsman.
For more information, head to the Overseas Students Ombudsman’s website and see Making a Complaint with the OSO. Find out who else you can contact for help here.
