The NSO will be independent, impartial, and have powers to investigate student complaints and resolve disputes with higher education providers on a range of issues, including:

• student safety and welfare, including gender-based violence 
• course administration
• teaching provision and facilities 
• disciplinary processes
• reasonable adjustments 

The NSO will have the ability to:

• consider whether decisions and actions taken by providers are unreasonable, unjust, oppressive, discriminatory or otherwise wrong
• recommend a provider takes specific steps to resolve the complaint 
• share information with relevant regulators for further compliance action if needed
• promote best practice complaints handling across the higher education sector
• offer a restorative engagement process between the student and the provider where appropriate, and  
• bring parties together to resolve complaints through an alternative resolution process. 

The NSO will begin taking complaints from 1 February 2025, subject to passage of legislation. Current information on making a complaint is available at: Making a complaint - Study Assist, Australian Government

Further information on the role of the NSO, including an overview of the model is available at: National Student Ombudsman - Department of Education, Australian Government