How the complaint process works

You make a complaint to iStudent Complaints

We acknowledge receipt by email or post

If for some reason iStudent Complaints cannot assist you, we will try to direct you to someone who can

Step 1: Enquiry

Find out the details of your complaint
Collect additional information from you
Arrange language assistance if necessary
Contact your education provider, advise them of the complaint and, if they have not had the chance, give them the opportunity to resolve the dispute with you directly.

Aim

You and your provider resolve things between yourselves

Step 2: Negotiation

Help you and the provider negotiate a resolution that you both agree with

Aim

Agreement is reached

Step 3: Mediation

A mediator will be appointed
They will arrange a mediation with you and your provider

Aim

Agreement is reached

Step 4: Adjudication

If you don’t reach an agreement, iStudent Complaints will make a decision.

Aim

A final decision is issued by iStudent Complaint’s adjudicator