National Student Ombudsman

The National Student Ombudsman (NSO) is a free and independent service available to former, current, and prospective higher education students, including both domestic and international.

The NSO works with students and higher education providers to resolve student complaints. If you are a former or current Deakin University student and would like to complain to the NSO, a DUSA Advocate can support you. We recommend reading the information available on the NSO website.

What issues can the NSO consider?

The NSO can consider complaints on many issues, including (but not limited to); student safety and wellbeing, enrolment and exclusion, special consideration applications, course structure changes, timeliness concerns, complaints and appeals procedures, and lack of clarity regarding university decisions. If you are unsure if you can contact the NSO regarding your concerns, please contact a DUSA Advocate for advice.

Please note: The NSO cannot consider academic judgement (ie the assessment grade you have received). If you have concerns regarding a grade, please contact a DUSA Advocate for advice regarding your circumstances.

When can I contact the NSO?

There is no time limit for when you can contact the NSO. If you are unsure if you can contact the NSO regarding your concerns, please contact a DUSA Advocate for advice.

You may have received an outcome from the university explaining that the decision is final within the university, and that you can contact the NSO for an external review. However, you do not need to have received this to be able to contact the NSO.

You can contact the NSO for university decisions that you are concerned about. You can also contact the NSO if you have concerns regarding the timeliness and fairness of processes. There may be a university process you can explore prior to contacting the NSO (for example an appeal or an internal review), a DUSA Advocate can provide you with advice regarding your circumstances.

Do I need to submit a Student Complaint to Deakin University before contacting the NSO?

In some circumstances, your concerns may be able to be resolved internally within the University, however you do not need to submit a Deakin University Student Complaint first. We understand that you may have concerns regarding submitting a Deakin University Student Complaint, a DUSA Advocate can discuss any concerns you may have to help you make an informed decision.

How can an Advocate help with a NSO Complaint?

• We can discuss your concerns with you and let you know the options available to you within the university and externally.
• We can assist you to understand the NSO process.
• We can provide you with advice about information and supporting documentation to include in your complaint.
• We can review your NSO complaint and provide feedback prior to submission.

What happens once I submit a complaint to the NSO?

You will receive progress updates as they work through your complaint and notify you of next steps.

When will I receive the NSO complaint outcome?

There is no specific timeframe for this investigation and when you should receive an outcome. You can contact the NSO directly to understand the status of your complaint.

DUSA's Advocacy Service provides information and advice on matters relating to the policies and procedures of the University. The advice and information provided by DUSA is general advice and is not, and should not be relied upon as, legal advice. While DUSA makes every effort to ensure that the information provided is accurate and up-to-date, DUSA expressly excludes responsibility for any errors or omissions. To the fullest extent permitted by law, DUSA disclaims all liability and responsibility for any direct or indirect loss or damage which may be suffered by you as a result of relying on anything contained in or omitted from the information or advice provided by DUSA.