Feedback
All feedback provided is appreciated and used to improve our service delivery.
You can give feedback about:
- our decisions
- our recommendations
- how we deliver our service
- all of the above
Anyone who engages with our service, including both students and higher education providers, can give feedback or make a complaint.
Complaints about our service delivery
The Commonwealth Ombudsman Service Charter sets out the service standards you can expect from us.
If you are unhappy or dissatisfied with our service or believe it does not meet the standards in the Service Charter, you can contact us to make a complaint.
For us to consider your complaint, we need you to clearly explain what happened and when, who was involved and why you are unhappy.
We will assess your complaint against our Service Charter. We will then tell you the outcome. We aim to respond to service delivery complaints within 30 days.
Complaints about our decisions and recommendations
If you believe that the decision made by our Office about your complaint is wrong, you can ask us to review the decision.
A request for a review should be submitted in writing within three months from the date we advise you of our decision.
Your request for review should:
- Be lodged as soon as reasonably possible after we tell you your final decision
- Describe the reasons why you believe we were wrong and include any relevant supporting information
You will need to complete our Review request form.
We consider all review requests, however, we do not grant every request for review. If we do not accept the review request, we will tell you and explain why.
If we accept the review request, the review will be conducted by an officer with no prior involvement in your case. The officer will consider whether:
- the original officer properly considered the issues you raised
- their decision was the right one
- they explained their reasons clearly and considered your response.
We aim to complete most reviews within 60 days and will always tell you the outcome.