National Student Ombudsman

The NSO is an external body where you can make a complaint if you are finding the University’s processes difficult to engage with or you’re unhappy with a decision the University has made about your issue.

What's this page for?

This advice is to help you understand how making a complaint with the NSO works. Say you have tried to get your complaint sorted with the University and feel like it's going nowhere fast. The clock is ticking, and things are only getting more difficult. Fear not, the National Student Ombudsman is at hand.

The Advocacy Service is here to help you get the best out of this new avenue for review.

FAQs

But what exactly is the NSO?

The National Student Ombudsman is a free and independent service for students to resolve complaints about the University and its decisions which affect you.

The sorts of things the NSO can look at include issues related to unfair treatment, inadequate support, or breaches of the University's policy - the scope of the NSO's jurisdiction includes:

your safety and welfare
racism
gender-based violence
problems with course administration, changes or decisions affecting your enrolment or study
the adequacy of teaching provisions and facilities
the fairness of disciplinary processes and outcomes
reasonable adjustments such as Special Consideration and Alternative Exam Arrangements
Remission of Fees in special circumstances
complaints about the University's complaints and appeal processes - such as being denied an Appeal to the Academic Board
a lack of explanation or reasoning for a given decision
possibly a range of other issues

Yes, the scope is B R O A D. Basically, if you have tried to resolve your issue with the University and remain dissatisfied with how your complaint was handled, for example because you believe a decision was made in error or that the University has acted unfairly, OR if you are facing barriers to complaining to the Uni - then the NSO may be able to help.

The Advocacy Service is here to help you get organised to lodge a complaint with the NSO. Get in touch with us to discuss how we can help.

We can guide you through the process of making your own complaint, or we can even lodge a complaint on your behalf.

What sorts of complaints can they investigate?

The sorts of things the NSO can look at include issues related to unfair treatment, inadequate support, or breaches of the University's policy - the scope of the NSO's jurisdiction includes:

Personal safety and wellbeing at university
Discrimination, such as racism or gender-based violence
Administrative issues, like course changes or enrolment problems
Teaching quality and adequacy of facilities
Fairness in misconduct allegations
Support needs, including special consideration or alternative assessment arrangements
Fee remission in special circumstances
Concerns about complaint or appeal processes
Lack of transparency in decision-making by the University
Other potential grievances your experience as a student

So, what powers do they have?

Investigation

The NSO can look at University decisions to see if they are unfair or wrong, and suggest ways to fix them

Regulatory Oversight

The NSO can share information with regulators such as the Tertiary Education Quality and Standards Agency (TEQSA) to help them take action and improve how the higher education sector works for students.

Best Practice Promotion

The NSO works behind the scenes to make complaint processes at universities fairer and more accessible for students.

Restorative Engagement

In some situations, the NSO helps students and universities find fair solutions using alternative resolution processes without going through formal complaints.

Gender-Based Violence Action Plan

The NSO plays a key role in the Action Plan Addressing Gender-Based Violence in Higher Education by boosting oversight and accountability

What can I expect of the process?

The NSO provides safe, private, and easy-to-access support for all students, and your wellbeing and privacy are always respected.

There is a helpful FAQ for students which explains many aspects of the NSO’s processes, and you can also contact the Advocacy Service if you have specific questions.

How do I make a complaint myself?

We recommend you have a chat to us before lodging a complaint with the NSO so we can share our experience and expertise with you, and to make sure there are no further steps to resolve your complaint with the University first.

I don’t need your advice - I just want to make a complaint myself

OK - simply head to the NSO website, have a poke around to make sure you’re on track, and follow the link to their complaint form.

Can the UMSU Advocacy Service make a complaint on my behalf?

Yes! We have significant experience supporting students to lodge complaints with the NSO and we’re happy to help if you don’t feel confident or able to make the complaint yourself.

If you would like our help, get in touch and we can act on your behalf. You will need to give us permission to make a complaint on your behalf, or communicate with the NSO on your behalf, by filling out the permission for another person to act on my behalf form.