Approved school providers are required to have a complaints procedure in place. If a complaint concerns a school provider, the provider is required to enact its policies and procedures and seek to resolve the issue.
Under the Education Act 1990, the NSW Education Standards Authority (NESA) is responsible for approving NSW school providers to deliver courses to overseas students in order to be registered on the Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS).
NESA monitors compliance of school providers with the requirements for approval as detailed in NESA's Guidelines for Approved NSW School Providers Delivering Courses to Overseas Students (the Guidelines).
Complaints can be made to NESA at any time provided there is clear evidence that options for pursuing the complaint at the school have been pursued without resolution or that there is a compelling reason that this would not be appropriate. Further, the complaint must relate to a matter relevant to NESA's responsibilities under the Commonwealth's Shared Responsibility Framework. An individual or organisation may contact NESA for advice on how to raise an issue or proceed with a complaint.
Complaints to NESA must be made in writing and include details of:
- the name, address and contact details of the individual(s) or organisation making the complaint;
- the individual(s) or organisation against whom the complaint is being made;
- the issue or matter to which the complaint relates;
- how the complaint relates to the requirements for approval as detailed in NESA's Guidelines;
- evidence that options for pursuing the complaint at the school have been pursued without resolution, or an outline of the compelling reason(s) why this would not be appropriate;
- an account of any other action already taken in relation to the complaint.
Complaints may be directed to the Director, School Registration and Accreditation, at:
GPO Box 5300