Complaints management

To ensure that you have a positive and supportive study experience, we take student complaints very seriously. All complaints we receive are treated with respect, and all details will remain private in accordance with our privacy policy.

What can I expect?

We formally investigate all complaints, and we aim to deliver a fair and balanced outcome. We will acknowledge receipt of your complaint within 48 hours.

There are two types of complaint, and each is managed in a slightly different way.

Academic Complaint

Academic complaints relate to the services of the entity (provider) that provided the specific study unit or course. These include concerns such as curriculum, tutors, exam grades and results, recognition of prior learning, pre-requisite exemptions and other issues relating to a specific provider's academic policy. All complaints received by OUA regarding academic issues are referred to the relevant provider for resolution. While these issues are subject to the complaint process of each provider, we are here to provide guidance in respect to the provider's complaint process and, where the provider informs us, we will ensure that you are informed of any developments.

Alternatively, students can refer academic complaints directly to the relevant provider. Information regarding the formal procedures for the investigation of academic complaints is found in unit study materials and on the relevant provider's website.

Non-academic Complaint

Non-academic complaints relate to things over which OUA has some direct control such as enrolments, tuition fees, OUA advice and study planning, and other administrative functions. We are committed to providing a resolution to non-academic issues within 21 days wherever possible. Where the complexity of the issue means that this timeframe is not possible we will provide progressive updates to ensure that you are informed of any developments.

 

How do I make a complaint?

Students

Non-students


    What recourse do I have?

    Written Appeal

    If you have sought resolution of a non-academic complaint and are unhappy with the outcome, you can appeal in writing via email to review.resolutions@open.edu.au with supporting documentation. This review request must be made within 28 days of receiving OUA's written advice. An OUA officer will review the case and provide advice within 14 days of receipt.

    External review

    If you are still not satisfied with the decision following the appeals process, you may request an external review of the decision. This will be completed by the External Review Officer who is a person independent of OUA. Such requests should be emailed to externalreview@open.edu.au.

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