"A university student experiencing domestic violence withdrew from their studies. The student thought that they would need to re-enrol in the future but discovered they were still enrolled in the next semester and had fees owing for the units of study. The student complained to the university about the fees as a survivor of domestic violence. The university upheld its original decision, as it said the student had adequate opportunity to withdraw from the units before the cut-off date and to provide further evidence to support their special circumstances. The student complained to the Ombudsman.
Following the Ombudsman’s investigation, the university agreed to approve the student’s withdrawal without financial penalty. The Ombudsman also discussed with the university its approach to communicating with survivors of domestic violence. The university subsequently implemented professional development for staff on trauma informed practice. The university also changed its systems to make it easier for unenrolled students to make online applications to withdraw without financial penalty.

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