ESOS Compliance

Charles Sturt University also complies with the National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students 2018 Standard 10 – Complaints and Appeals

• Charles Sturt University has a documented internal complaints handling and appeals process and policy that provides overseas students with comprehensive, free and easily accessible information about that process and policy (S 10.1).
• The University's complaints handling and appeals process includes a process for overseas students to submit a formal complaint or appeal if a matter cannot be resolved informally (s 10.2.1). This is via the University Ombudsman. You can make a complaint via our online reporting system 24 hours a day, 7 days a week.
• We respond to any complaint or appeal an overseas student makes regarding his or her dealings with Charles Sturt, our education agents or any related party that Charles Sturt University has an arrangement with to deliver the overseas student’s course or related services (s 10.2.2).
• We will commence assessment of the complaint or appeal within 10 working days of it being made in accordance with our complaints handling and appeals process and policy, and finalise the outcome as soon as practicable (s10.2.3). View our complaints management procedure and policy.
• We will ensure that the overseas student is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings (s10.2.4).
• We will conduct the assessment of the complaint or appeal in a professional, fair and transparent manner (s10.2.5).
• We will ensure that the overseas student is given a written statement of the outcome of the internal appeal, including detailed reasons for the outcome (s10.2.6).
• We will keep a written record of the complaint or appeal, including a statement of the outcome and reasons for the outcome (s10.2.7).
• If the overseas student is not successful in the internal complaints handling and appeals process, Charles Sturt University will advise the overseas student within 10 working days of concluding the internal review of the overseas student’s right to access an external complaints handling and appeals process at minimal or no cost. Charles Sturt University will give the overseas student the contact details of the appropriate complaints handling and external appeals body (s10.3) (please see below for details).
• If the internal or any external complaints handling or appeal process results in a decision or recommendation in favour of the overseas student, Charles Sturt University will immediately implement the decision or recommendation and/or take the preventive or corrective action required by the decision, and advise the overseas student of that action (s10.4).