Complaints and Appeals

At Stamford College, we are committed to maintaining high standards in the education and services we provide. However, we understand that sometimes you may be dissatisfied with a decision made by the College or the services you have received.

We take all complaints and appeals seriously and handle them fairly, promptly, and with transparency. Our goal is to resolve issues effectively and take action to prevent them from recurring in the future.

What You Can Complain or Appeal About

You may lodge a complaint or appeal about:

Any aspect of our services, staff, trainers, or assessors.
Another student of Stamford College.
A third party providing services on our behalf, such as an education agent.
A decision made by Stamford College (for example, an assessment decision or enrolment-related matter).

An appeal is a formal request for a decision to be reviewed.

Our Commitment to Fairness

We manage all complaints and appeals using the principles of natural justice and procedural fairness. This means:

Every complaint or appeal is reviewed objectively and consistently.
All parties are given the opportunity to present their side of the matter.
We ensure confidentiality and impartiality at every stage.

Our internal complaints and appeals process is free of charge.

Resolving Issues Informally

Before submitting a formal complaint, we encourage you to try to resolve the issue informally by discussing it directly with the person involved.

If you are not comfortable doing this, or if the issue remains unresolved, you may proceed with the formal complaints and appeals process.

How to Lodge a Formal Complaint or Appeal

Complete a Complaints and Appeals Form — available at reception or on our website.
Submit the form in writing within 30 calendar days of the incident (for complaints) or 30 calendar days of receiving the decision (for appeals).
If you wish to make an external appeal, you must do so within 5 working days after receiving the outcome of your internal appeal.

Once we receive your submission, we will acknowledge it in writing and begin the review process.

External Appeal Options

If your complaint or appeal cannot be resolved internally, you may refer the matter to the Overseas Students Ombudsman (OSO).

The OSO handles complaints from international students about issues such as:

Refusal of admission to a course.
Fees, refunds, or course transfers.
Course progress or attendance issues.
Cancellation of enrolment.
Accommodation or work arranged by the College.
Incorrect advice from education agents.
Delays in issuing results or services promised in your Student Agreement.

You can access this service free of charge.

For more information, visit: Overseas Students Ombudsman

Stamford College will fully cooperate with the OSO and promptly implement any decisions or recommendations made. You will be notified in writing of all actions taken as a result of their findings.

Other External Complaint Options

National Training Complaints Hotline

The National Training Complaints Hotline allows consumers to register complaints about vocational education and training (VET) in Australia.

Australian Skills Quality Authority (ASQA)

You can also lodge a complaint with ASQA, the national regulator for VET providers.

Please note that ASQA does not resolve individual disputes but uses complaint information to inform regulatory activities.

Visit: https://www.asqa.gov.au/complaints

Your Legal Rights

Nothing in this policy limits your rights under Australia’s Consumer Protection laws or prevents you from pursuing other legal remedies available to you.

Student Support

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