ADCET Webinar: Introduction to the National Student Ombudsman
Corrected captions will be added shortly
The National Student Ombudsman (NSO) is a free and independent service for university students to resolve complaints about their higher education provider and was established based on a recommendation in the Australian Universities Accord Final Report.
They provide accessible, safe and confidential services for all students, offering multiple channels for submitting a complaint, including an anonymous report option. Students can also contact them for information and advice, especially if they are unsure whether they want to make a complaint.
This webinar covered:
- an introduction to the NSO
- the role and services it provides
- key processes involved
- how it differs from the AHRC
- when matters involve accrediting bodies.
Presenters
Claire Gough is a Director of Education and Outreach in the NSO. Claire and her team are responsible for providing training and advice to the higher education providers and lead the stakeholder engagement across the sector. The team work closely with stakeholders from all background to raise awareness of the NSO and improve student experience. Claire has worked across various engagement roles in the Australian Public Service. This includes the NSO, Aged Care and NDIS. Claire brings a passion for student voice, transparency in decision making, clear communications and accessible government services.
Zachary Cronau is the Director of Strategic Investigations and Reporting in the NSO. Zac and his team are responsible for identifying systemic issues in higher education practices, leading investigations into these issues and drafting investigation reports and recommendations for change. To identify the right issues, the Strategic Investigations team works closely with the NSO Complaints team to engage with students and key stakeholders on the challenges that students encounter in tertiary education. Zac also leads a Reporting team to review and report on trends in complaints issues and key student cohorts, including students with a disability or accessibility requirements.
(August 2025)
ADCET is hosted by the University of Tasmania