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.
We formally investigate all complaints, and we aim to deliver a fair and balanced outcome.
What can I expect?
We will acknowledge receipt of your complaint within 48 hours.
Complaints fall into two categories:
- Non-academic issues - non-academic complaints usually relate to administrative issues, such as enrolments, tuition fees, study planning and advice provided by OUA. Our Student Solutions Team investigates all non-academic complaints and provides a resolution within 21 days wherever possible. Where the complexity of an issue means that this timeframe is not possible, we will provide progressive updates of any developments.
- Academic issues - academic complaints relate to the services or behaviour of a course or unit provider, and may include issues with curriculum, tutors, assessment results, recognition of prior learning and prerequisite exemptions. We refer all academic complaints to the relevant provider for resolution. While these issues are subject to the complaint process of each provider, we can provide guidance regarding a provider's complaint process and, when the provider informs us, we can keep you abreast of any developments.
You can also contact your provider directly with any academic complaints. You can find information on the formal procedures for the investigation of academic complaints on your unit study materials, and on the relevant provider's website.
How do I make a complaint?
Students
Please start by contacting a Student Advisor who may be able to help resolve your issue. If necessary, your complaint may then be referred to the Student Solutions team for further investigation.
Student Advisor contact details
Tel. 1300 363 652
International: +61 3 8628 2555
Email. Student solutions at OUA
Fax. +61 3 8628 2955
Post: GPO Box 5387
Melbourne, Victoria 3001, Australia
Attention: Student Solutions
Students submitting a complaint in writing are requested to include the following details:
- Name and contact details
- OUA Student ID
- Concise complaint summary
- Supporting documentation (if possible)
Or
Non-students
Complaints from non-students - such as Providers, Affiliates, Corporate Partners, Government Agencies, Suppliers or other bodies/individuals - are requested to contact the OUA Complaints Officer in writing.
OUA Complaints Officer contact details
Email. Feedback at OUA
Fax. +61 3 8628 2955
Post: GPO Box 5387
Melbourne, Victoria 3001, Australia
Attention: Complaints Officer
Written complaints by any of the above groups must include the following details:
- Full name and contact details
- Organisation name (if applicable)
- Concise complaint summary (including name of OUA business unit, if known)
- Supporting documentation (if necessary)
What if I don't agree with the outcome?
If you are unhappy with the resolution of a non-academic complaint, you can lodge a written appeal via email to Review at OUA within 28 days of receiving OUA's written advice regarding your complaint. A member of OUA's Executive Leadership Team will review the case and provide advice within 14 days. Please attach any supporting documents to this written appeal.
If you are still not satisfied with the decision, you may request an external review of the decision. This will be completed by the External Review Officer, who is independent of OUA. Please email these requests to External Review at OUA, and they will be directed to the External Review at OUA, and will be directed to the External Review Officer.
