TY  - JOUR
AB  - Student complaints against universities are a universal occurrence within higher education. In Australia, these complaints are complicated by the tension between the external appeal mechanisms of state and territory ombudsmen and the regulation of quality and standards in universities at a national level. The nine state and territory ombudsmen manage student complaints from universities in their jurisdictions. While there exist common insights and outcomes across their investigations and recommendations, given the number of ombudsmen, questions of efficiency, effectiveness and equity emerge. Drawing on an analysis of state and territory ombudsman data concerning complaints, presented as case studies in annual reports, this paper identifies the common themes across all complaints. Findings are proposed in the form of lessons that will improve the experience of students and universities in resolving complaints. The findings also offer evidence to support the recent establishment of a National Student Ombudsman.
AU  - Evers, M
AU  - Kamvounias, P
DA  - 2025/01/01
DO  - 10.1080/1360080X.2025.2457177
EP  - 265
JO  - Journal of Higher Education Policy and Management
PB  - ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PY  - 2025/01/01
SP  - 249
TI  - Ombudsmen and Australian universities: learning from student complaints
VL  - 47
Y1  - 2025/01/01
Y2  - 2026/04/30
ER  -