You are allowed to ask for a fair review

An international student may hesitate to complain because they fear losing a place, causing trouble with an agent or affecting a visa. If you believe a provider made a mistake, did not follow its published process, charged an amount you do not understand or gave advice that caused harm, you can ask for an explanation and use the relevant complaint route. A complaint does not automatically mean you are right or that the decision will change, but a clear record gives the provider and the appropriate oversight body something specific to assess.

Australia’s National Code Standard 10 requires registered providers to give overseas students access to complaint and appeal processes. The Commonwealth Ombudsman’s international student guidance explains which matters its office can consider and the limits of its role. The right external body depends on provider type and course; check current jurisdiction before lodging.

Step 1: Identify the decision or problem

Write one sentence that describes what happened and what you want reviewed. Examples could include a refund decision, an enrolment cancellation, a course transfer refusal, a delay in issuing results, an accommodation service arranged by the provider, advice by an education agent representing the provider, or a process you believe was not followed. Keep the issue factual and narrow enough that the provider can respond.

Separate the decision from the impact. For example: “The provider declined my written refund request on 5 September under clause X. I believe it applied the wrong intake date because the provider approved my deferral in the email dated Y. I am asking for the refund calculation and a review.” This is easier to assess than a long message that mixes several unrelated grievances.

If the issue involves immediate safety, discrimination, threats, police matters or medical urgency, seek appropriate support at once; do not wait for an ordinary academic complaint process. Contact emergency services if there is imminent danger. Your provider’s student support service, a legal centre or a relevant state authority may help you find the right route.

Step 2: Read your written agreement and policies

Find the written agreement you accepted, the refund policy, course progress or attendance policy, transfer rules, deferral or suspension rules, complaints and appeals policy, and any relevant email or handbook. Record the version and date. If the provider has updated a webpage since your enrolment, save the current page and ask which policy applied when you accepted or when the decision occurred.

Check the steps, submission method, time limits, evidence requirements and who reviews a complaint. Some providers have an informal resolution step followed by a formal complaint and internal appeal. Follow the published route and keep proof of submission. If you cannot locate the policy, email the provider asking for a copy and explain the decision you wish to review.

The National Code provides a regulatory framework, but individual policies still matter. Do not assume a social-media post or another student’s process applies to your case. Read the relevant current Department of Education information and ask the provider to identify the policy clause it relied on.

Step 3: Preserve evidence before you contact the provider

Save the offer, written agreement, CoE, invoices, payment receipts, policy versions, emails, messages, assessment results, attendance records and any formal decision. Keep original files and copies in a secure place. For phone calls, write the date, approximate time, name and role of the person, what was said and what follow-up was promised. After an important call, send a short email confirming your understanding.

Build a timeline with dated events. Include when you applied, paid, asked for help, received a decision and submitted any response. Keep screenshots that show the full webpage address and date if a page may change. Do not alter messages or create a new document that looks like an original provider record.

If the complaint concerns an education agent, preserve the agent agreement, provider appointment information, fee invoices, advice in writing and the version of the application submitted. Distinguish what the agent said from what the provider or Department decided. If the agent was not appointed by the provider, the Commonwealth Ombudsman may not have jurisdiction over that agent directly; check the current complaint guidance and the contract you signed.

Step 4: Contact the right provider office

Start with the person or office named in the complaint policy. If the problem is about a lecturer or course administrator, ask the provider’s formal complaints team how to lodge a complaint rather than sending it only to the individual involved. If your concern includes the person who would normally handle it, ask for an independent contact or escalation route.

Use your student email or another address you can access. Include your student number only through a secure official channel. State the decision, what policy you believe applies, what evidence supports your account and what outcome you are requesting. Ask the provider to acknowledge receipt and confirm the next steps and expected response time under its policy.

Be respectful and direct. You do not need to write in legal language. Avoid threats, insults or public posts that expose private information. If English is difficult, ask whether the provider offers interpreting, accessibility support or a support person. Keep a copy of exactly what you sent and the automatic reference number.

Step 5: Ask for the specific outcome you need

A useful complaint states what would resolve the issue. You might ask the provider to explain a decision, correct a record, reconsider an application, recalculate a refund, provide a missing service, arrange a meeting, or review the process. The request should be possible and tied to the problem. Do not demand that a complaint officer alter academic results without an academic review basis.

If money is involved, identify the amount, date, invoice and clause. Ask for an itemised calculation rather than saying only “refund me.” If you have a timetable or visa-related deadline, state it and attach the official evidence. Do not assume a complaint automatically pauses fees, attendance or enrolment obligations. Ask the provider in writing what you must continue doing while the complaint is assessed.

Step 6: Participate in the internal review

The provider may ask for more information or invite you to a meeting. Respond by the stated deadline or ask for an extension before it expires. Bring your timeline and evidence. If you attend a meeting, ask who will participate, whether you may bring a support person, and whether minutes will be provided. Afterward, email a short summary of what you understood and any agreed actions.

The provider’s process should be professional, fair and documented. Standard 10 includes requirements for timely complaint handling and appeals. Check the current National Code text and your provider’s policy for the specific steps and timeframes that apply. If the provider has not responded by its published deadline, send a polite follow-up quoting your case number and the date of submission.

If you receive a decision, read the reasons and appeal information carefully. Note any deadline and the grounds for internal appeal. An appeal usually asks for review of the process, evidence or decision under the provider’s policy; it is not just a second copy of the original complaint. Explain what you believe was missed or misapplied and attach the relevant evidence.

Step 7: Distinguish a complaint from an academic judgement

External complaint bodies can often review whether a provider followed its rules, acted fairly and considered relevant information. They may not replace an academic assessor’s judgement with a new mark simply because you disagree with a grade. The Commonwealth Ombudsman says it cannot decide academic merit, although it may consider whether the provider followed its process.

If your concern is an assessment result, check the academic review policy. Ask for feedback, moderation information or a review if the policy allows it. Identify a specific process error, such as an approved adjustment not being applied, a calculation mistake or a procedural rule not followed. A general belief that the answer deserved a higher grade may require a different academic appeal path.

Step 8: Find the right external body

The external body depends on what and where you study. The Commonwealth Ombudsman’s Overseas Students function can investigate certain complaints about private registered education providers, including some matters involving fees, refunds, transfers, progress, cancellation, accommodation or agent advice given on behalf of a provider. The Ombudsman generally expects you to use the provider’s internal process first.

For international students in higher education, the National Student Ombudsman may be the appropriate external complaint service. For some students in VET at a public provider, the state or territory ombudsman may be responsible. Course quality complaints may belong with the Australian Skills Quality Authority (ASQA) for certain VET or stand-alone English courses, or the Tertiary Education Quality and Standards Agency (TEQSA) for higher education and certain pathway courses. The Commonwealth Ombudsman’s current international student complaints page explains these distinctions and routes.

Do not send the same complaint to every regulator without checking. Use the official “who can help” guide or contact the office to confirm jurisdiction. If you contact the wrong body, it may direct you elsewhere, but that can cost time. Keep track of any filing deadline in your provider policy or applicable external process.

Step 9: Prepare an external complaint package

If the internal process does not resolve the issue, organise a concise package: a one-page summary, timeline, provider decision, internal complaint and appeal submissions, outcome letters, relevant policy clauses and key evidence. Number the attachments and refer to them in the summary. State what you want the external body to assess, such as whether the provider followed its policy or treated you fairly.

Follow the external office’s current online form and privacy information. The Commonwealth Ombudsman provides a free complaint service for matters within its jurisdiction and may need to share relevant details with the provider to investigate. Read how personal information is handled before submitting. If someone else submits for you, check whether written permission is required.

An Ombudsman investigation can take time and the outcome is not guaranteed. The office may refer you to a different agency, decide not to investigate, ask for more records or make recommendations. It may be able to ask a provider to explain or reconsider a decision, but it does not decide your visa and generally cannot change academic merit.

Step 10: Protect your enrolment and visa position while the issue is open

A complaint does not automatically change your course enrolment, CoE, fee due dates or visa conditions. Read your visa grant notice and contact Home Affairs or a registered migration agent if an enrolment change could affect your status. Ask the provider in writing whether it will report a matter while an internal appeal or external investigation is underway. The Ombudsman explains that some progress or attendance reporting situations have specific protections while it investigates, but these do not apply to every type of complaint.

Do not stop attending, stop paying or change providers based on a friend’s advice. Ask for written confirmation of what you must do pending review. If your provider has defaulted or closed, contact the Tuition Protection Service and Home Affairs through their current official routes; a normal complaint process may not be the right mechanism.

Step 11: Use support and keep the process manageable

Ask your provider for a student advocate, counselling service, international student adviser or interpreter. Student unions and community legal centres may offer help. A family member can support you, but if they communicate with an Ombudsman on your behalf, written consent may be needed. Keep a calendar of deadlines and one folder for all documents.

If the issue is affecting your health, talk to a health professional or support service. You can ask for reasonable accessibility support through the provider. If you are in immediate danger, contact emergency services; a complaint form is not an emergency response.

A clear complaint outline

  1. Your name, student number and safe contact details.
  2. The decision or action and the date it happened.
  3. A short timeline and the policy or agreement you relied on.
  4. What you have already done through the provider’s process.
  5. The specific outcome or explanation you are requesting.
  6. A list of the attached evidence and relevant deadlines.

Use the current National Code Standard 10, the Commonwealth Ombudsman’s guidance and the National Code overview. Our guide to understanding your Australian offer and CoE can help you locate the documents that often matter in a fee or enrolment complaint. Check the official route again when you are ready to lodge, as responsibilities and guidance can change.