"An international student was enrolled in units of study with a university but did not complete all assessments and received a grade of zero for the units. The student requested a refund of their tuition fees as their medical circumstances made it difficult for them to complete the units. 
The university considered the request but rejected it on the basis that the medical circumstances were pre-existing and known to the student before the census date, which is the cut-off date to be able to withdraw from units and obtain a refund. The university said that it had already made adjustments to accommodate the student’s medical circumstances and help them complete the units. The university said that there was no evidence that the student’s ability to complete the units had changed after the census date.
The student appealed the university’s decision and provided more information about difficulties accessing support services and a further medical certificate with more information about the student’s circumstances. The university confirmed its original decision. The student then complained to the Ombudsman.
The Ombudsman commenced an investigation and requested a report and evidence from the university. The university further reviewed the case, and considering all the evidence and the student’s circumstances, changed its position and agreed that the student had been impacted by their medical circumstances after the census date. Accordingly, the university provided a refund to the student.

*From February 2025, university complaints should be lodged with the National Student Ombudsman: www.nso.gov.au"