The new National Student Ombudsman

If you need help with a complaint about your Australian higher education provider, the National Student Ombudsman can assist.

24 February 2025

What is the National Student Ombudsman?

The National Student Ombudsman (NSO) is a new, independent service that helps students with any complaint about their higher education provider. If you’ve raised a complaint with your university (or other higher education provider) but it hasn’t been resolved, or you don’t feel safe speaking up, the NSO can assist you.

From 1 February 2025, the NSO will be available to students who believe their higher education provider has handled a complaint unfairly or made a decision that negatively affects them.

The NSO is available to all students in higher education programs, this includes:

  • Students from any TEQSA-registered provider (including non-university higher education providers)
  • first-year undergraduate or postgraduate students, including higher degree research students
  • part-time or full-time students
  • domestic and international students.

What kinds of complaints can the NSO help with?

The NSO can review a wide range of issues, including:

  • student safety and wellbeing
  • fairness of complaint-handling processes
  • discrimination
  • racism
  • gender-based discrimination
  • gender-based violence
  • administrative issues (such as delays or incorrect course information).

How can the NSO help resolve complaints?

The NSO does not make new decisions about complaints, but it can assess whether your education provider’s actions were fair and reasonable. Depending on the case, the NSO may:

  • make written recommendations to the provider
  • offer restorative engagement (find a way for students and education providers to address issues together)
  • provide mediation or alternative dispute resolution options.

How do I make a complaint?

The NSO offers different ways to submit complaints to ensure you feel safe and supported. If their services aren’t the best fit for your situation, they will refer you to a more suitable service.

Even if you're unsure whether you're ready to make a complaint, you can call the NSO on 1300 395 775 or visit nso.gov.au to learn more.

What if I am an ELICOS or VET student?

International students studying with a private provider should continue to contact the Overseas Student Ombudsman for assistance.

All students enrolled in VET courses with public providers can continue to escalate complaints to their state or territory ombudsmen offices.   

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