Complaints staff from the National Student Ombudsman (NSO) will be based at the NT Ombudsman's office from 19 to 23 May.
The NSO is a free and impartial service for higher education students. They’re independent from higher education providers. You can talk to the NSO about any complaints or concerns you have about your higher education provider. The NSO accepts complaints from all higher education students – including post-grad and international students.
The NSO can consider the way the provider has responded to a range of issues including safety and welfare, discrimination, any form of racism, gender-based violence, reasonable adjustments, the fairness and effectiveness of student complaints processes, and course administration.
Staff can give you advice about complaint processes and speak with you about your complaint in a private area.
Speaking to NSO staff in person
If you would like to speak with the NSO, you can visit the Ombudsman NT office between 20 and 22 May, from 8.00am to 4.00pm.
The address is level 6 22 Mitchell St (corner of Bennett and Mitchell).
If driving, the easiest parking is in West Lane carpark. Parking is also available in State Square underground carpark, near Parliament House.
The office is accessible and open to all visitors - enter via the foyer and head to the lifts. Select level 6 to reach the office. When staff greet you, advise them you are there to speak to the NSO.
You don’t have to make an appointment, although booking in advance using this link is encouraged.
Staff will ensure your wellbeing and privacy are protected throughout the complaints process.
They may ask for information such as:
- Your contact details and student ID number
- Mode of study (online, in person)
- What is the complaint about and how it has come about
- Who has been involved
- Where any relevant incidents or events happened
- What steps have been taken so far to resolve the complaint
- Any relevant contact with the provider or other agencies that may be investigating the complaint
- Consent to contact the provider during the first contact stages – only if you agree
- Any copies of correspondence with the provider - you can provide this at a future date
Staff will keep you updated with information, the progress of your complaint, and next steps.
The NSO cannot make a new decision about your complaint, but they can consider if the decision or action taken by the provider was unreasonable or unfair. Staff will work with you to determine which of the broad range of resolution options are appropriate.
The NSO will communicate outcomes and recommendations with you and your higher education provider.
Have a complaint about another Commonwealth government agency or private organisation?
The NSO is a part of the Office of the Commonwealth Ombudsman (OCO). Staff can also assist with taking complaints about Australian government agencies, providers of postal services and private health insurers.
See here for full list of the agencies and organisations within the Commonwealth Ombudsman's jurisdiction.
Reach out to NSOOutreach@ombudsman.gov.au with any questions.