Complaints and appeals

Talk to someone at your TAFE college

If you have a complaint about your course of study, you should try to resolve the problem by speaking with a staff member in the International Centre at your college or school.

The staff member will discuss your complaint and possible courses of action with you. If you are unable to resolve your complaint, you may then make a formal complaint at your college.

Your International Student Adviser will be able to help you with this. View the contact details for your college international centre on the student support page.

Make a complaint to TIWA

If you have lodged a complaint with your college and are not satisfied with the outcome, you may take your complaint to TAFE International Western Australia (TIWA).

TIWA will review the outcome and an independent judgement will be made. You will then be notified in writing of the outcome.

This complaint should be lodged in writing and will be treated in confidence.

Manager of Student Services and Compliance, TIWA Student Services, Locked Bag 16, Osborne Park DC, WA 6916.

TIWA aims to resolve all complaints within 10 working days, and will keep your informed of the progress of your complaint should it need further investigation.

If your issue is still not resolved:

International Education Conciliation Service

If you have tried to resolve your problem with your college or TIWA and have not been able to come to a solution, you can get assistance from the Department of Education Services.

The International Education Conciliation Service is a free and independent service for international students to help you find an appropriate solution.

Western Australian Ombudsman

If you have lodged an internal appeal and are not happy with the outcome you have the right to access an external complaints and appeals process. 

​The Ombudsman resolves complaints about the decision making of public authorities and aims to improve the standard of public administration.

Complaints/Appeals must be made in writing to:-

Ombudsman Western Australia
PO Box Z5386
St Georges Terrace
PERTH WA

The Western Australian Ombudsman will only consider whether TIWA has followed its own policies and procedures and whether the handling of your complaint/appeal has been fair and reasonable.

ESOS Act and National Code

The Australian Government wants international students in Australia to have a safe, enjoyable and quality study experience.

Australian laws promote quality education and consumer protection for overseas students. These laws are known as the ESOS (Education Services for Overseas Students) framework and they include the ESOS Act and the National Code.

For information about ESOS and your rights as an international student in Australia please refer to the ESOS Framework Factsheet.

 

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