Information for private education providers

1. Student is unhappy with their private education provider’s decision or action.
2. Student should:
   1. check their written agreement
   2. talk to their provider
   3. check their provider’s website for details about how to complain.
3. Student lodges a complaint with their provider.
4. If the student is not satisfied with the outcome of their complaint, they can ask their provider to review the decision (appeal).
5. If the student is still not satisfied with the decision, they can contact us to lodge a complaint.

What providers should consider when handling a student’s complaint

• Check your records for a copy of the written agreement signed by the student.
• Ensure the written agreement is compliant with the National Code and broader Education Services for Overseas Students (ESOS) legislative framework.
• In making a decision, you should be guided by your policy and the National Code and ESOS legislative framework.
• Use our resources and National Code Factsheets published by the Department of Education.
• Contact the ESOS Policy Team by emailing contact.centre@education.gov.au or call 1300 615 262.
• Consider reviewing and updating your policies if they are not working for you and your students.

Refer students to our information for international students page.

Resources for education providers

• Better practice complaint handling tool for education providers.
• Complaint handling at universities: Australasian best practice guidelines.
• Reports and submissions
• Fact sheets for providers