Important news for international students: A new National Student Ombudsman (NSO) service is now available to help higher education students with unresolved complaints about their education providers.
What is the National Student Ombudsman?
The National Student Ombudsman (NSO) is a new, independent service designed to assist students who have issues with their higher education providers. Think of it as a neutral third party that can help when things go wrong.
When Can the NSO Help You?
The NSO can assist if:
- You’ve raised a complaint with your university but it hasn’t been resolved
- You don’t feel safe speaking up directly to your institution
- You believe your education provider has handled a complaint unfairly
- A decision by your provider has negatively affected you
Available from: 1 February 2025
Who Can Use the NSO?
The NSO is available to all higher education students including:
| Student Type | Eligible? |
|---|---|
| International students | Yes |
| Domestic students | Yes |
| Undergraduate students | Yes |
| Postgraduate students (including research) | Yes |
| Part-time students | Yes |
| Full-time students | Yes |
| Students at TEQSA-registered providers | Yes |
| Students at non-university higher education providers | Yes |
Types of Complaints the NSO Can Review
Academic & Administrative Issues
- Delays in processing
- Incorrect course information
- Unfair assessment practices
Safety & Wellbeing Concerns
- Student safety issues
- Wellbeing support failures
- Inadequate response to welfare concerns
Discrimination & Harassment
- Racism
- Gender-based discrimination
- Gender-based violence
- Other forms of discrimination
Process Fairness
- Unfair complaint-handling procedures
- Bias in decision-making
How the NSO Can Resolve Complaints
The NSO doesn’t make new decisions but can:
- Make written recommendations to your education provider
- Offer restorative engagement – help students and providers address issues together
- Provide mediation – facilitate discussions to reach agreement
- Offer alternative dispute resolution – other ways to resolve issues
How to Make a Complaint
Contact Options
- Phone: 1300 395 775
- Website: nso.gov.au
The NSO offers multiple ways to submit complaints to ensure you feel safe and supported. Even if you’re unsure about making a formal complaint, you can contact them for information.
What If You’re Not Eligible?
ELICOS Students
International students in English language courses with private providers should contact the Overseas Student Ombudsman.
VET Students
Students in vocational education with public providers can contact their state or territory ombudsman:
- ACT Ombudsman
- NSW Ombudsman
- NT Ombudsman
- SA Ombudsman
- QLD Ombudsman
- TAS Ombudsman
- VIC Ombudsman
- WA Ombudsman
Your Rights as an International Student
It’s important to know that:
- You have the right to fair treatment
- You can complain without fear of visa repercussions
- Support services are available to help you
- Your education provider must have complaint processes in place
How AC Education and Migration Can Help
Facing issues with your education provider can be stressful, especially in a new country. At AC Education and Migration, we:
- Provide guidance on raising concerns with your institution
- Help you understand your rights as an international student
- Refer you to appropriate support services like the NSO
- Assist with any education-related concerns you may have
Our team is here to support you throughout your study journey.
Need Support?
If you’re experiencing issues with your education provider, remember that help is available. You don’t have to face problems alone.
For general guidance, or if you’re unsure where to turn, contact AC Education and Migration. We’re here to help.
Published by AC Education and Migration – Supporting international students in Australia.
