Feedback

We value your feedback on your experience with the USI or the Office of the Student Identifiers Registrar. If you have a suggestion, would like to make a complaint or give us a compliment, we would like to hear from you.

Your feedback will help us improve our service. If you have a complaint, we would appreciate the opportunity to resolve it for you.

You can provide feedback and complaints anonymously.

Ways to give us your feedback

  • Online: Please use one of our online feedback forms.

  • Email: Send an email to BusinessStrategy@usi.gov.au

  • Letter: Address your letter to: 

    • Compliance Officer
      Office of the Student Identifiers Registrar
      C/- Department of Education, Skills and Employment
      GPO Box 9880
      Adelaide SA 5001

  • Phone: Contact the Office of the Student Identifiers Registrar on 1300 857 536 between 9am to 5pm Australian Eastern Time Monday to Friday, excluding public holidays. There is a call back option for Western Australia, South Australia, Queensland and the Northern Territory to 5pm their local time.

Responding to your feedback

When we receive your feedback, the Office of the Student Identifiers Registrar will:

  • recognise, promote and protect your right to complain about your dealings with the Office of the Student Identifiers Registrar
  • treat all feedback seriously and keep correspondence and assessment confidential in accordance with the Privacy Act 1988 and the Australian Privacy Principles
  • recognise the need to be impartial when evaluating complaints
  • handle complaints with the understanding that you should not be disadvantaged by the complaints process
  • ensure that we respond to your feedback in a courteous manner with a standard response time of 28 business days
  • keep you informed of the progress and final resolution of the complaint if we have your contact details
  • provide advice on the next steps if you are not satisfied with the Office of the Student Identifiers Registrar resolution of your feedback
  • review all feedback to ensure and demonstrate our ongoing commitment to improved service delivery.

Accessibility

The Office of the Student Identifiers Registrar phone support hours are 9am to 5pm Australian Eastern Time Monday to Friday, excluding public holidays, with a call back option for Western Australia, South Australia, Queensland and the Northern Territory to 5pm their local time.

People with a hearing or speech disability can use the National Relay Service (NRS) to access the Office of the Student Identifiers Registrar phone number. Call 1300 555 727 (speak and listen) and ask for 1300 857 536 or go to the NRS website for other options.

A translating and interpreting service (TIS National) is available by calling 131 450 (cost of a local call) for people who have difficulty in speaking or understanding English. Ask TIS National to call the Office of the Student Identifiers Registrar on 1300 857 536. TIS National provides interpreting in more than 160 languages and dialects.

Some basic USI information in other languages is available on this website and may help if English is a second language.

Further accessibility options for accessing this website are available on the Department’s accessibility page.

Accountability and reporting

Our employees are trained and aware of our procedures for handling your feedback.

The USI Registrar receives regular reports on our dealings and progress towards the resolution of any complaints and is ultimately responsible for ensuring that complaints are appropriately handled.

The Office of the Student Identifiers Registrar is committed to delivering quality service to its customers. As a part of this commitment, we ensure there are regular reviews of our feedback and complaint management procedures.

Complaints about the USI

To make a formal complaint about the USI, complete and submit a Complaint about the USI form. Anyone can make a complaint—students, training organisation personnel, employers, parents, industry representatives or any other member of the community.

For more information about how the USI manages complaints received from external stakeholders in relation to its practices and services, refer to the OSIR’s Complaints Handling Policy.

Complaints about training

If you would like to make a complaint about the training, behaviour or administrative practices of a Registered Training Organisation, contact the National Training Complaints Hotline.

Phone: 13 38 73 (please select option 4), 9am to 5pm Australian Eastern Time Monday to Friday, excluding public holidays. There is a call back option for Western Australia, South Australia, Queensland and the Northern Territory to 5pm their local time.

Further information is available from https://www.education.gov.au/NTCH.

Supporting guidelines

We handle your feedback in alignment with the principles in the following guidelines:

The Student Identifiers Registrar's Privacy Policy explains how we treat information received from you, which also incorporates the Privacy Act 1988
Commonwealth Ombudsman Better Practice Guide to Complaint Handling
The Australian Public Service (APS) Values and Code of Conduct

Fraud allegations

Allegations of fraud made in the use or administration of the USI, or any allegations of unlawful conduct by staff of the Office of the Student Identifiers Registrar (or its contractors) in relation to the USI can be made by email to the Fraud Control Officer at BusinessStrategy@usi.gov.au or by letter addressed to: 

The Compliance Officer
Office of the Student Identifiers Registrar
C/- Department of Education, Skills and Employment
GPO Box 9880
Adelaide SA 5001