Individual complaints about a higher education institution

AUQA was established with four objectives. Its primary tasks are to carry out quality audits of universities, some other institutions and accrediting agencies, and to produce public reports of these audits. In addition, and based largely on the findings from these audits, AUQA is expected to report, when appropriate, on the Protocols used by accrediting agencies, and on the ‘state of the nation’ in respect to quality in higher education.

In auditing an institution, AUQA is concerned primarily with the existence of quality processes, and their effectiveness in achieving the institution’s stated objectives, producing the desired outcomes and meeting the needs of the institution’s identified constituencies. Therefore, during its audits, AUQA checks the existence and effectiveness of many of an organisation’s processes.

Student complaints and appeal procedures come within the scope of AUQA’s audits of universities and other institutions. However, it is clear that AUQA’s objectives give it no mandate for investigating individual cases or hearing appeals, as this would detract from its ability to provide an independent coherent focus on the quality performance of institutions. It would also be incompatible with AUQA’s emphasis on encouraging and assisting the improvement of quality in the sector.

Anyone (whether student or other) with a complaint about an individual institution should first of all use the channels and procedures provided by the institution. A student could also speak to the students’ association, while a staff member could speak to their staff association.  If a student complaint relates to a non self-accrediting higher education institution, the student could contact the accreditation agency in the state or territory in which the institution’s main campus is based. If all internal means are exhausted, the complainant should approach the state or federal ombudsman. In some states, there are also other mechanisms available, such as a state human rights commission.

Contact details for the state and territory accreditation agencies and ombudsmen are available at the following URL:
Frequently Asked Questions (dest.gov.au)

Individual complaints about AUQA

Any complaints about AUQA should be addressed to:

Dr David Woodhouse
Australian Universities Quality Agency
Executive Director
Level 10, 123 Lonsdale Street
Melbourne VIC 3000
Australia
Email:
Phone: +61 3 9664 1000
Fax: +61 3 9639 9277