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Complaints and Appeals

Your experience matters.

AIBI HE is committed to providing a supportive and fair learning environment. If you have a concern or are unhappy with a decision, you have the right to raise a complaint or lodge an appeal.

Complaints

AIBI Higher Education is committed to resolving student concerns promptly, fairly, and transparently.

Students are encouraged to first seek informal resolution by discussing the matter with the relevant staff member or the Student Experience Team. Many concerns can be resolved quickly at this stage.

If the matter cannot be resolved informally, students may submit a formal complaint via the online complaints form.

What happens next?

  • Your complaint will be acknowledged in writing.
  • An impartial staff member will review the matter.
  • You may be asked to provide additional information.
  • You will receive a written outcome outlining the decision and reasons.

Complaints are handled confidentially, and students will not be disadvantaged for raising a genuine concern.

View Student Complaints and Appeals Policy and Procedures

Internal Appeals

If you are dissatisfied with the outcome of a complaint, or with an academic or administrative decision affecting you as a student, you have the right to lodge an internal appeal at no cost.

Appeals are reviewed by appropriately qualified staff who were not involved in the original decision, ensuring independence, procedural fairness, and impartiality.

Students may also bring a support person to any meeting related to their appeal.

An appeal may be lodged where a student believes that:

  • the decision was affected by a procedural irregularity,
  • relevant information was not properly considered,
  • the decision was unreasonable or inconsistent with Institute policies, or
  • new information or evidence has become available that could not reasonably have been provided earlier.


To lodge an appeal:

  • Submit an appeal (Appeals Form) within 20 working days of receiving the decision.
  • Clearly outline the grounds for appeal and provide any relevant supporting documentation.
  • Read the Appeals Procedures for detailed information about the appeal process and timelines.



Appeals are normally reviewed and a written outcome is provided within 10 working days of submission. If additional time is required, the student will be notified.

Students who lodge a complaint or appeal will not be disadvantaged or victimised for doing so.

External Appeals

If you remain dissatisfied after completing the Institute’s internal complaints and appeals process, you may seek an external review through an independent body.

The National Student Ombudsman (NSO) is independent of the Institute and provides a free and independent service for students to escalate complaints about higher education providers. The NSO can review whether the Institute has followed its policies and procedures appropriately and whether the outcome was fair and reasonable.

Before lodging an external complaint, students are normally expected to complete the Institute’s internal complaints and appeals process.

National Student Ombudsman

The National Student Ombudsman can assist with complaints about:

  • the handling of a complaint or appeal by a higher education provider
  • administrative or academic decisions affecting students
  • student support services or the student experience

For more information or to lodge a complaint, visit the National Student Ombudsman (NSO).