Complaints Procedure for
Homestay Students and Hosts
Statement
This complaints procedure ensures that any issues between students, hosts, and OZiHOUSE
Group are handled fairly, transparently, and promptly. Our goal is to maintain a safe,
supportive environment for all students and hosts.
This procedure ensures compliance with:
● National Code, Standard 10: Ensuring access to complaints and appeals processes
for international students.
● ESOS Act: Protecting student rights in relation to complaints.
● NEAS Quality Standard O1.3: Providing a plain English complaints procedure.
1. Initial Steps for Raising a Complaint
1.1 If a concern arises between the student and host, try to resolve it directly in a respectful
and calm manner.
1.2 If the issue cannot be resolved, inform OZiHOUSE Group as soon as possible via phone,
or email. Early reporting helps us address concerns promptly.
2. Complaints About OZiHOUSE Group
2.1 If a student or host has concerns about OZiHOUSE Group (e.g., regarding placements,
communication, or fee-related issues), they can submit a formal complaint:
● Use the email: [email protected]
● Include details such as:
– Nature of the complaint (e.g., inadequate support, delayed payments),
– Date and time of the issue,
– Any previous attempts to resolve the matter with our staff.
2.2 We will handle all complaints impartially and ensure confidentiality.
3. Acknowledgement of the Complaint
3.1 We will acknowledge receipt of any complaint within 2 business days.
3.2 A case officer will be assigned to investigate and manage the complaint.2
4. Investigation
4.1 The investigation will take no more than 10 business days.
4.2 The case officer will:
● Gather relevant information from all involved parties.
● Ensure that any under 18 students are protected throughout the process.
5. Resolution
5.1 After the investigation, we will:
● Provide a written response with our findings and the proposed solution.
● If the complaint involves OZiHOUSE Group, we will outline any corrective actions. This
may include service improvements, additional staff training, or changes to our
processes.
6. Escalation
6.1 If you are not satisfied with the outcome, you may request an internal review by senior
management within 5 business days.
6.2 For issues related to breaches of the National Code or ESOS Act, complaints can be
escalated to the Commonwealth Ombudsman: www.ombudsman.gov.au.
7. Emergency Situations
7.1 For urgent matters, please contact OZiHOUSE Group on 0405768808.
7.2 For emergencies, please call:
● Emergency services: 000.
● Lifeline: 131114.
● Beyond Blue: 1300224636.
● Kids Help Line: 1800551800.