"An international student enrolled to study at a university as part of a package with another education provider and paid a significant deposit. The student then withdrew from the course three months before the course commenced, as they wanted to return to their home country. When the student applied for a refund of the deposit of their course fees, the university rejected the application as the terms of the package contract stated no refund was available. The student appealed, but the university upheld its original decision and the student complained to the Ombudsman.
The Ombudsman’s investigation considered the contract and supporting information provided to the student at the time of enrolment, which included terms covering refunds for both package and non-package tuition fees.
As a result of the Ombudsman’s investigation, the university reconsidered the matter, acknowledged that the student may not have fully understood the terms of the contract for package offers and would consider whether the information should be amended to provide further clarity for package students. Considering the student’s circumstances and early withdrawal, the university agreed to refund the tuition fees minus an administration fee. The university subsequently reviewed and amended its contract terms to improve clarity about the refund available for package offers.

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