External agencies

AU

External agencies: external complaint options for students

Students may choose to escalate a complaint to an external agency at any time. Students should note:

  • The appropriate agency will depend on the nature of the complaint.
  • If a complaint is referred to an external agency or legal proceedings are initiated, Adelaide University’s internal complaint resolution process may be paused until the external review is complete.

Where to go: agencies that may assist

General complaints

Discrimination, equal opportunity, or human rights issues

Refund of fees in special circumstances

  • Administrative Review Tribunal: for decisions under the Higher Education Support Act 2003 not to refund certain student contribution amounts paid (e.g. HELP FEE for Commonwealth Supported Students)

International Students

  • If an international student seeks external review regarding preclusion under the Academic Progress Procedure (or regarding termination of candidature for unsatisfactory progress in a graduate research program), they must notify a Student Complaints and Conduct Adviser in Student Complaints and Appeals within 10 business days of receiving the outcome. This allows their Confirmation of Enrolment (CoE) to be maintained during the external complaint process. Failure to notify will result in cancellation of their CoE.
  • If a complaint involves actions that may affect a student visa (e.g. deferral, suspension, or cancellation), the student may seek guidance from the University, or from the Department of Home Affairs regarding potential visa implications.

Enquiries

For advice on the Student Complaint Resolution Procedure or Student Appeals Procedure, contact a Student Complaints, Appeals and Conduct Adviser. You can also contact Student Assist or talk to an AUSA Student Care Advocate.

Following the completion of an internal University process (e.g. complaint resolution or appeal), you may wish to consider contacting the Student Ombud. The Student Ombud can provide advice and, if appropriate, independently investigate your complaint to determine whether you have been treated fairly and that all the correct policies and procedures have been followed. Although part of the University, the Student Ombud is independent and impartial.