The Overseas Students Ombudsman publishes reports on problems and broader issues in international education that we identify through our investigation of complaints from intending, current or former international students with private schools, colleges and universities (education providers) in Australia. Read on for our latest news and information.
Hot issues and trends in private international education
The Overseas Students Ombudsman publishes reports on problems and broader issues in international education that we identify through our investigation of complaints from intending, current or former international students with private schools, colleges and universities (education providers) in Australia. Read on for our latest news and information.
Recent complaints about an education agent
The Overseas Students Ombudsman (OSO) has received a number of complaints recently alleging an education agent has engaged in dishonest practices in enrolling international students with Australian education providers and handling refunds. Read on for more information and what education providers should be doing here.
Consultation report on external complaint avenues for international students
In 2016, we asked peak bodies and other stakeholders if they thought the current external complaints and appeals avenues for international students were easy to understand and access. Most stakeholders agreed that the current arrangements can be complex and confusing, and that there are gaps and inconsistencies across jurisdictions with different external complaints bodies. Submissions indicated general support for a single Ombudsman responsible for all international students, studying with a private or public provider. Other options presented included introducing a national reporting standard to ensure all external complaint bodies report on international student complaints (like the OSO does). Read the report for more details.
Which providers does the OSO investigate most often and why?
The providers we most often investigate are generally doing the right thing by giving their students an opportunity to lodge an external appeal. Most appeals have been about course progress, attendance and provider transfers. Each report shows the OSO initially identified problems that providers addressed by implementing our recommendations and maintaining these improvements over time. Read the reports here.
OSO quarterly statistics
Our October-December 2016 quarterly report shows:
- there is an overall upward trend in external complaints and appeals with quarterly variations
- complaints about written agreements, fees and refunds continue to be the most common
- of the 94 complaint issues investigated and finalised, 46 were decided in favour of the provider, 32 in favour of the student and 16 in favour of neither party.
Read the full report.
Introducing the OSO student video
Check out our video, which explains our role to international students with private education and training providers. Available in seven languages:
We want to hear from you
We’d love to hear your feedback on our role and services. Have we helped? Do you think we could do more? We’ve been presenting at the Tuition Protection Service’s provider information sessions in Melbourne, Sydney, Brisbane and Canberra in February and the Council for International Education workshop in Adelaide on 22 February. It’s been great to meet with providers and stakeholders from the industry. We plan to send out a provider survey in the coming months to seek your views, but in the meantime, you’re welcome to send your comments and feedback on the OSO to: ombudsman@ombudsman.gov.au
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