The Tertiary Education Quality and Standards Authority ('TEQSA') is Australia's independent regulatory agency for higher education. It ensures that higher education services are of high quality and that providers follow the rules. TEQSA aims to protect student interests.
While TEQSA does not resolve complaints, it records, acknowledges, and considers all complaints to decide if action should be taken against a higher education provider.
What types of complaints can you make?
TEQSA reviews the operations of higher education providers to ensure they meet required standards. They focus on complaints involving serious risks to students or the quality and reputation of the provider.
You can make a complaint if:
- You believe a student’s or staff member’s safety or wellbeing is at risk.
- You have concerns about the quality of teaching, awarding of qualifications, or academic misconduct.
- You have concerns about administration, information security breaches, financial issues, or legal breaches.
Jurisdiction:
You can make a complaint about any higher education provider in Australia, regardless of location.
Time Limitations:
You can make a complaint to TEQSA at any time.
TEQSA will not deal with complaints about:
- TEQSA is not a complaints resolution body and does not handle one-off events.
- You should first raise complaints with the higher education provider, which should have its own complaints process.
- For unresolved issues, providers must offer information on seeking an independent, third-party review.
- For public entities (e.g., universities and TAFE), you can complain to the relevant Ombudsman.
- International students at private providers can complain to the Commonwealth Overseas Student Ombudsman.
- TEQSA cannot act on complaints outside their regulatory responsibility, such as course fees.
Discretion:
- TEQSA does not act on every complaint. They focus on systemic issues.
- TEQSA generally does not act on:
- One-off events unless they have wider impacts.
- Complaints not first handled by the provider’s process.
Who can you make a complaint against?
You can make a complaint about:
- any higher education provider.
- education providers that advertise or imply that they are registered even though they are not.
You cannot make a complaint about:
TEQSA is only able to deal with higher education providers that are on the National Register.
To check if your provider is on the register please follow the below link:
https://www.teqsa.gov.au/national-register
Are you eligible to make a complaint?
You can make a complaint if you are a:
- Domestic student
- International student
- Former student
- Staff member
- Former staff member
- Parent/Guardian of a student
- Member of the public
- Peak body/Advocacy group
- Professional association
- Other higher education provider
- Agent
- Other relationships
Before you lodge a complaint:
TEQSA strongly encourages you to first raise your concern directly with the relevant higher education provider through their complaints process.
Can Complaints Be Made on Behalf of Someone?
No, the person with the concern must submit the complaint themselves. You can choose to remain anonymous, but this may limit TEQSA's ability to investigate if more information is needed.
TEQSA will not deal with complaints about:
- Complaints cannot be made by individuals who were not directly impacted or did not witness the issue.
- You must disclose your relationship to the higher education provider when submitting your complaint to TEQSA.
What can this body do to help?
TEQSA may:
- Contact the provider to ask for information or request specific actions.
- Provide targeted regulatory advice to the provider and use the information for future assessments.
- Start an assessment to check if the provider is meeting its obligations.
- Refer the complaint to another government agency that is better suited to handle it.
- Decide not to take any action but will keep a record of your complaint for future reference.
- If no action is taken, they may advise you to direct your concern to the provider.
Additional Information:
- TEQSA has substantial regulatory powers, detailed in its Compliance and Enforcement Policy.
- If you need relief beyond what is available through TEQSA, seek legal assistance.
How to prepare your complaint
Personal Details:
- You may remain anonymous, but this may impact how TEQSA can proceed with the complaint.
- If you provide your name and contact details, you can choose whether TEQSA can disclose your details to the higher education provider.
- You will be asked to confirm if you are over the age of 18.
Respondent’s Details:
- Provide the name of the higher education provider.
- Describe your relationship to the provider.
Relevant Facts:
- Provide detailed information about your complaint, including:
- Name of your provider, course name, and campus (if applicable).
- Nature of your concern and potential consequences.
- Relevant events, dates, and names of people involved.
- Any documents, evidence, and communications related to your concern.
- Indicate if you have raised your complaint with the higher education provider and sought an independent review.
- Upload any relevant files, such as:
- Copies of relevant policies and procedures.
- Evidence of the outcome of any complaint and/or appeal processes.
Additional Information:
- Do not include false or misleading information in your complaint. This is a serious offence.
- TEQSA does not resolve individual complaints but may refer you to other bodies that can help, such as state or territory Ombudsmen. For example, if your complaint involves a higher education provider refusing to grant a letter of release, TEQSA may refer it to the relevant Ombudsman for review.
Lodging your complaint and next steps:
Format:
TEQSA provides an online form to complete: Raise Concern Form
Next steps:
- Assessment of Jurisdiction:
- TEQSA will review your complaint to see if it falls within its responsibility.
- If it does not, TEQSA will inform you and direct you to another relevant government agency or, with your consent, refer your complaint back to the higher education provider or another agency.
- Assessment of What Action to Take:
- If your complaint is within TEQSA’s jurisdiction, they will assess the level of risk and decide what action to take.
- TEQSA may contact you for more information.
- Determination:
- TEQSA determines whether to proceed based on the quality of information provided.
- TEQSA will only take action for concerns related to its regulatory responsibilities.
Additional Information:
Keep a copy of all information you provide to TEQSA.
More information:
Refer to the factsheet provided below for more information.
