Complaints management

Open Universities Australia is committed to enabling students to optimise their personal, academic and professional development and takes the satisfaction of students seriously. All complaints about OUA are formally investigated.

OUA offers a number of avenues to help students solve issues without having to lodge a complaint. Students are encouraged to contact an OUA Student Advisor who can refer the issue to our Student Solutions Coordinator.

Non-academic complaints

Formal complaints about the actions of OUA in non-academic matters can be submitted in writing to our internal Complaints Review Officer. You can be assisted by a third party, if desired, in the case of non-academic complaints.

All complaints are formally investigated and written advice is provided within 21 calendar days of receipt.

If you are not satisfied with the outcome, you can appeal in writing (to the same address as above) with documentation within 28 days of receiving OUA's written advice.

A senior executive will review the case afresh and provide advice within 14 days.

OUA External Review Officer

If you are still not satisfied with the decision, you may request an external review of any decisions by the OUA External Review Officer, who is a person independent of OUA. Requests for external review should be sent care of the address listed below.

Academic complaints

Formal complaints about academic matters are handled directly by the higher education provider that has made a unit of study available through Open Universities Australia. Refer to your study materials and the relevant university website for information about the procedures for the investigation of academic complaints.

Top