Complaints and Feedback

Last updated: 16 August 2026

If we have got something wrong, we want to know. Complaining costs you nothing, it will not affect your application, and we will not treat you differently for raising it.

How to make a complaint

Email info@edmark.com.au with "Complaint" in the subject line, call 03 7057 3443, or come into the office at Level 5, 12 Clarke Street, Sunshine.

Tell us:

• Your name and the best way to reach you
• What happened, and roughly when
• Who you dealt with, if you remember
• What outcome you are looking for

You can complain in writing or by phone. If English is not your first language, you can bring someone to help you, or write to us in your own language and we will arrange a translation.

What happens next

1. 01We acknowledge it within 2 business days. You will get a name and a direct contact.
2. 02We look into it. We read the file, talk to the staff involved, and come back to you if we need more detail.
3. 03We respond in writing within 20 business days. If it is going to take longer, we will tell you why and give you a new date.
4. 04We tell you what we found, what we are doing about it, and what to do if you disagree.

If our answer does not settle it, you can ask for the matter to be reviewed by a senior member of our team who was not involved the first time. Ask in writing and we will arrange it.

We keep a record of every complaint and what came of it, so the same thing does not keep happening.

Taking it outside Edmark

You do not have to use our process first, and you do not have to finish it before going elsewhere. You can approach any of the following at any time, including while we are still looking into your complaint.

• Overseas Students Ombudsman — investigates complaints from international students about the way private education providers and education agents have dealt with them. Free, independent, and the right place for most complaints about our conduct. ombudsman.gov.au/complaints/overseas-students
• Office of the Australian Information Commissioner (OAIC) — the national privacy regulator, for complaints about how we handled your personal information. oaic.gov.au
• Consumer Affairs Victoria — for consumer matters, including disputes about fees or services. consumer.vic.gov.au

If your complaint is about an education provider rather than about us, raise it with the provider's own internal complaints process first. We will help you find it and put your complaint together if you want us to.

Feedback that is not a complaint

If something went well, or you have an idea for how we could do better, email info@edmark.com.au. We read all of it.

Edmark Education Pty Ltd
ACN 700 341 028 · ABN 75 700 341 028
Level 5, 12 Clarke Street, Sunshine VIC 3020
03 7057 3443 · info@edmark.com.au