16 Nov 2015: Report on the first four years of operation
The Ombudsman investigates complaints from current, former or intending international students about the actions or decisions of private education providers and promotes best- practice complaint handling to education providers.
If problems arise between students and education providers, the availability of an independent, impartial complaints and appeals body, such as the Overseas Students Ombudsman, can be critical to resolving problems and restoring student confidence in Australia's international education services.
In our first four years of operation, the Overseas Students Ombudsman received 2150 complaints and external appeals from overseas students originating from over 68 countries about more than a third of the private registered providers in our jurisdiction. As the international education sector expands, complaint numbers have increased.
Our main complaint issues are fee and refund complaints and external appeals form students seeking transfer between education providers or who have been advised that they will be reported to the Department of Immigration and Border Protection for unsatisfactory attendance or course progress.
Across the top four complaint issues, we found in support of the student in nearly 40 per cent of complaints investigated and in support of providers in 41% of cases. Providers reconsidered their decision in 10 per cent of cases while the Overseas Students Ombudsman was still investigating the complaint.
The remaining cases were otherwise finalised, including complaint withdrawn, lapsed or transferred to another complaint body after investigation commenced.
Our work on systemic issues has been welcomed by the sector. By resolving individual problems and identifying systemic issues and trends, our goal is to enhance the student experience and Australia's international reputation as an education destination.
The report is available at www.oso.gov.au
Media Contact: Phil Mayne 0408 511 733
Date of release: 16 November 2015