How we help

We follow a 4-step process to resolve complaints quickly.

  • 1. Enquiry

    We will get all the information that we need and start talking with your education provider.

    We will get all the information that we need and start talking with your education provider.

    iStudent Complaints will:

    • collect more information
    • arrange language support (if necessary)
    • check if we can help (or help you find an organisation that can)
    • contact your education provider, tell them of the complaint and, if they have not had the chance, give them the chance to resolve it with you directly.
    Aim

    Agreement is reached

    You and your education provider resolve things between yourselves.

    Not resolved

    In most cases, we will begin facilitation and negotiation (step 2). In some cases, we may decide that the complaint needs to go straight to adjudication (step 4) if we do not think that negotiation or mediation will be suitable.

  • 2. Facilitation and negotiation

    We help you and your education provider reach a resolution that you both agree with.

    iStudent Complaints will assist with communication. This can include negotiating a settlement between you and your provider.

    Aim

    Agreement is reached

    Agreement is reached

    Not resolved

    In most cases, we will begin mediation (step 3). In some cases, we may decide that the complaint needs to go straight to adjudication (step 4) if we do not think that mediation will be suitable.

  • 3. Mediation

    A mediator will help you and your education provider to explore the complaint and solutions.

    A mediator will help you and your education provider to explore the complaint and solutions.

    If you both cannot come to agreement in the earlier stages, we will arrange a mediation for you and your education provider.

    Aim

    Agreement is reached

    Agreement is reached

    Not resolved

    We will begin adjudication (step 4).

  • 4. Adjudication

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

    If you and the provider are unable to resolve the complaint through mediation, then the complaint will go before an adjudicator who will issue a binding decision.

    The adjudicator is usually the same person who mediated, so they will be familiar with the case. However, you can ask for someone different to be the adjudicator.

    After reviewing all the information provided, the adjudicator will prepare a provisional decision. Both parties have the opportunity to comment on the decision. The adjudicator will then issue a final decision.

    Aim

    A final decision is issued by iStudent Complaint’s adjudicator.

    A final decision is issued by iStudent Complaint’ s adjudicator.

FAQs

Can you arrange language support?

Yes. We can arrange an interpreter. Please let us know and we will arrange this for you. 

Do I need a lawyer?

No, but you may choose to have a lawyer or support person to assist you if you wish.

Are there any rules?