Ombudsmen and Australian universities: learning from student complaints

Evers, M; Kamvounias, P

Ombudsmen and Australian universities: learning from student complaints

Evers, M

Kamvounias, P

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Publisher:: ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
Publication Type:: Journal Article
Citation:: Journal of Higher Education Policy and Management, 2025, 47, (3), pp. 249-265
Issue Date:: 2025-01-01

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Field	Value	Language
dc.contributor.author	Evers, M https://orcid.org/0000-0001-7736-8979
dc.contributor.author	Kamvounias, P
dc.date.accessioned	2025-08-06T04:17:13Z
dc.date.available	2025-08-06T04:17:13Z
dc.date.issued	2025-01-01
dc.identifier.citation	Journal of Higher Education Policy and Management, 2025, 47, (3), pp. 249-265
dc.identifier.issn	1360-080X
dc.identifier.issn	1469-9508
dc.identifier.uri	http://hdl.handle.net/10453/189208
dc.description.abstract	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.
dc.language	English
dc.publisher	ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
dc.relation.ispartof	Journal of Higher Education Policy and Management
dc.relation.isbasedon	10.1080/1360080X.2025.2457177
dc.rights	info:eu-repo/semantics/openAccess
dc.subject	1301 Education Systems, 1303 Specialist Studies in Education, 1605 Policy and Administration
dc.subject.classification	Education
dc.subject.classification	3903 Education systems
dc.subject.classification	3904 Specialist studies in education
dc.subject.classification	4407 Policy and administration
dc.title	Ombudsmen and Australian universities: learning from student complaints
dc.type	Journal Article
utslib.citation.volume	47
utslib.for	1301 Education Systems
utslib.for	1303 Specialist Studies in Education
utslib.for	1605 Policy and Administration
pubs.organisational-group	University of Technology Sydney
pubs.organisational-group	University of Technology Sydney/Faculty of Law
utslib.copyright.status	open_access	*
dc.rights.license	This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND 4.0). To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.date.updated	2025-08-06T04:17:11Z
pubs.issue	3
pubs.publication-status	Published
pubs.volume	47
utslib.citation.issue	3

Abstract:

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.

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http://hdl.handle.net/10453/189208