Better Practice Complaint Management Workshop

Details

  • Date: Thursday, 26 May 2022
  • Time: 9am – 12noon AEST
  • Delivery: via Microsoft Teams (limit 20) 
  • Cost: ISANA Members Free | Non members $50 
  • Registration: opening in April

Overview

The Better Practice Complaint Handling Workshop is designed for staff of private education providers delivering education to international students who may be involved in handling student complaints. The workshop covers the principles of effective complaint management, complaint handling systems and discussion of unreasonable conduct by a complainant. It also includes a case study designed to facilitate group participation.  

Presenters

Klara Major is an Assistant Director and Lisa De Marco is a Senior Strategy and Stakeholder Engagement Officer at the Office of the Commonwealth Ombudsman, which is responsible for the Overseas Students Ombudsman function.

The Commonwealth Ombudsman:

  • can investigate complaints about problems that intending, current or former overseas students have with private schools, colleges and universities (education providers) in Australia

  • provides information about best practice complaints handling to help private education providers manage internal complaints effectively

  • publishes reports on problems and broader issues in international education that we identify through investigations.

The Ombudsman’s Office has investigated more than 1,000 complaints from international students, giving them a unique insight into the problems that international students can face, and what can be done about them.