About the case

The international student approached iStudent Complaints advising that they had withdrawn from their studies as they found it was too hard and decided to enroll with another provider in a different course. The education provider declined a refund as they were beyond the refund period and provided pastoral care.

How we helped

iStudent Complaints worked with both parties to help them see each other’s perspectives. During these discussions it became clear that the student had not understood the refund policy as it stood. The provider agreed to arrange a meeting with the student to guide them through the policy and look at other options. During this meeting the provider reconsidered their position due to the student’s attendance and young age.


The Provider offered a partial refund which the Student accepted.