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Student complaints

If you are an overseas students (ie a student from another country who has been issued with a student visa to study in Australia), and seek assistance to resolve a dispute with a registered provider, you should first exhaust the dispute resolution process of the institution you are enrolled in. If you are not satisfied with this process you should contact the independent mediation services offered by the institution or contact the Dispute Resolution Branch of the Department of Justice and Attorney-General. There are six Dispute Resolution Centres throughout Queensland.

The Brisbane centre is located on:

13th Floor
Central Courts Building
170 North Quay
Brisbane Qld 4000.

Contact details are:

Telephone: +61 7 3239 6269
Fax: +61 7 3239 6284
Toll free number: 1800 017 288 (students outside of Brisbane may use the toll free number, at present there is no fee for this service).

If you are an overseas student in receipt of a student visa, and you have a concern about the conduct of a CRICOS registered provider in Queensland, you may address your concerns in writing, to the State Authority. It is important to note that the role of the State Authority is not to act on behalf of the student to resolve a complaint but to ensure the registered provider is compliant with the requirements of CRICOS registration. You should supply the following information to assist the State Authority with their investigation of the matter:

A copy of your application and/or enrolment from the provider
Any letters of offer
A copy of the refund agreement issued by the provider
A copy of your confirmation of enrolment from the provider
A copy of any receipts for monies paid to the provider
A copy of the front page of your passport
A copy of your student visa
Your full name, date of birth and contact phone number and address in Australia
A statement that you agree for our Department to use your name in any correspondence or liaison with the registered provider
Copies of your correspondence with the provider in relation to your complaint.

Australian or domestic students need to contact the relevant accreditation agency for the institution in which you are enrolled.

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