Raising a complaint or concern

Complaints are an important source of information for TEQSA to ensure that higher education providers comply with their regulatory obligations.

TEQSA’s functions include collecting and analysing information on higher education providers to ensure compliance with their regulatory obligations under the Higher Education Standards Framework.

We use complaints, and providers’ responses to complaints, to inform our assessment of providers’ compliance.

We refer to complaints or allegations of non-compliance we receive about providers as concerns.

We prioritise concerns based on our compliance priorities and generally only pursue issues that pose the greatest risks to students or the integrity, quality or reputation of the higher education sector.

We are not a complaints resolution body and typically do not have a role in addressing individual complainants’ requests or grievances. Higher education students who are seeking help to resolve a complaint about the actions of their provider should contact the National Student Ombudsman.

We record, acknowledge receipt, and carefully consider all concerns to decide the appropriate response from TEQSA in the circumstances. 

When TEQSA can take action

Generally, we will only take action on concerns where: there is a serious risk to students or to the quality or reputation of the higher education sector; and they relate to the provider’s compliance with its obligations within our area of responsibility. Read more about the type of concerns we can take action on

When TEQSA can’t take action

We cannot take action on matters that are outside our area of responsibility. Read more about the type of concerns we can’t take action on

Before you raise a concern

Have you raised the concern directly with the provider? Have you checked if the concern should be raised with a different organisation? Read more about different types of concerns and where to go

How to raise a concern

Submit your concern using our online form. Provide as much information as possible Provide evidence to support your concern. Read more on how to submit a concern

What happens next

We will carefully consider the concern and risk involved to decide the most appropriate response We do not investigate every concern and there are a range of possible outcomes. Read more on how TEQSA manages concerns and possible outcomes