Frequently asked questions
Is there a time limit for raising an issue?
There is no time limit for when you can contact the NSO about an issue. We can consider complaints that have happened recently or in the past.
Can someone make a complaint for me?
Yes, someone else can make a complaint for you. However, we may still need to contact you to get your approval to proceed.
Can I complain if I am an international student?
Yes, international students can make complaints to the NSO about Australian higher education providers. If you would like to contact us from outside of Australia, please find our international number on our Contact us page.
What information should be included when I submit a complaint?
Keep it simple and stick to the facts. Having information and evidence ready will help us to efficiently consider your complaint.
Information should include:
- what happened?
- where and when did the matter take place?
- who was involved, including any witnesses?
- details of any actions already taken
- the name of your higher education provider
- the name and position of the person you made your complaint to
- any receipts, invoices or documents such as medical evidence and photographs that may be relevant
It may help to consider what a fair and reasonable resolution for your complaint would be. We will ask this as part of the online complaint form and in early conversations with you.
What happens with my complaint when I contact the NSO?
Our team will review the information you provide in your complaint. We may need to ask for more details before discussing the next steps.
Complaints will not progress until they have been discussed with you, and we have your consent to proceed. We will always make sure to protect student privacy, safety and wellbeing throughout.
Although we cannot override decisions made by a provider, if a provider does not accept our recommendations, we may publish a formal report if it’s in the public interest.
Will the NSO accept anonymous complaints?
Yes, students may make anonymous complaints. An anonymous complaint may limit the resolution options available, but we will work with you to find a path forward you are comfortable with.
What is the process for reviewing my complaint at the NSO?
Once we receive a complaint, our initial review may involve:
- talking to the student to understand the situation and the outcome they want
- reviewing documents, policy and procedures
- considering the impact to students or providers
- communicating with the higher education provider
We have multiple resolution options. This includes restorative engagement, alternative dispute resolution and investigations.
To find out more about what these terms and others mean, please visit our glossary.
Will you tell me the outcome of complaint?
Yes, we will always tell you the outcome of your complaint and how we made our decision.
What if I’m dissatisfied with the NSO’s decision?
If you are dissatisfied with our decision or recommendation, you can ask us to review it. A new case officer will consider your case and may:
- Change the original decision
- Refer the matter back to the original officer for further information
- Uphold the original decision
Our team take the time to consider all feedback, and we continually work on making service delivery improvements.
More information on submitting feedback to us is available on our Feedback page.
I’ve already lodged a complaint with my State/Territory ombudsman, can I also come to the NSO?
Yes, you can still come to us. If your complaint is already being handled by your State/Territory Ombudsman, it is best to let them continue to manage it.
Some State/Territory Ombudsmen may direct you to the NSO as part of their process.
Alternatively, you can request for your complaint to be transferred to the NSO.