Student Complaints Policy

Global Pathway Partners (GP2)
Effective Date: 29/09/2026
Last Updated: 29/09/2026

1. Our Commitment

Global Pathway Partners (GP2) is committed to providing prospective and referred students with clear, accurate, professional and respectful information and referral support.

We recognise that, occasionally, something may not go as expected. If you believe that GP2 has made an error, provided unclear information, handled your enquiry or referral inappropriately, or otherwise failed to meet reasonable service standards, we encourage you to tell us.

We will consider genuine complaints fairly, objectively and in a timely manner. No student or complainant will be treated unfairly or disadvantaged simply because they have raised a genuine concern or made a complaint in good faith.

This policy explains how GP2 receives, reviews and responds to complaints relating to services or activities that are within GP2’s responsibility.

2. Who Can Use This Policy?

This policy is available to:

• Prospective students who have contacted or engaged with GP2;
• Students who have been referred through GP2;
• Parents or guardians of students; and
• Authorised representatives acting on behalf of a student.

If a complaint is submitted by someone on behalf of a student, GP2 may require written authorisation before discussing personal or confidential information with that person.

Where appropriate, GP2 may make reasonable adjustments to support individuals who require assistance in submitting or communicating a complaint.

3. What Can You Complain About?

You may make a complaint about an aspect of GP2’s own services, information, communication or referral activities, including:

• Information provided about study-abroad opportunities, courses or destinations;
• The handling of your enquiry or referral;
• Whether your stated study interests or preferences were recorded or communicated accurately;
• Language-preparation or online-course information and referrals provided by GP2;
• Information or referrals relating to independent work, travel or specialist partners;
• How GP2 described its relationship with an education provider or other partner;
• The conduct or communication of a GP2 team member;
• Consent, privacy or communication issues relating to a GP2 referral;
• Accessibility or discrimination concerns relating to a GP2 service; or
• Other concerns directly relating to an action or service provided by GP2.

Matters Outside GP2’s Responsibility

Some services connected with a student’s journey are provided directly by independent universities, colleges, education providers, advisers, government authorities or specialist organisations.

If your complaint concerns matters such as:

• Course admission or enrolment decisions;
• Eligibility or academic assessment;
• University or college applications;
• Tuition fees, deposits, refunds or other payments;
• Teaching or academic services;
• Visa applications or immigration decisions;
• Accommodation provided by another organisation;
• Decisions made by an education provider or specialist partner; or
• Other services delivered directly by an independent organisation,

the relevant organisation is normally responsible for investigating and resolving the matter under its own complaints procedure.

GP2 may help you identify the appropriate organisation or contact where we can reasonably do so. However, GP2 cannot determine, guarantee or override a decision made by an independent provider or organisation.

4. Informal Resolution

Step 1 — Contact Us to Resolve the Issue

Where you feel comfortable doing so, we encourage you to first contact the GP2 team member who handled your enquiry or referral.

Please explain:

• What happened;
• Why you believe there is a problem; and
• What outcome or action you would like GP2 to consider.

Many concerns can be resolved quickly through clarification, correction of information, an apology or another practical action that is within GP2’s control.

We aim to respond to informal concerns within five working days.

You do not have to use the informal process. If you do not feel comfortable raising the matter with the person involved, or if the matter is not resolved, you may submit a formal complaint directly.

5. Formal Complaints Procedure

Step 2 — Submit a Formal Complaint

Formal complaints should be submitted by email to:

Email: info@gp2.online

Please include “Formal Complaint” in the subject line.

We recommend submitting your complaint as soon as reasonably practicable, preferably within 30 calendar days of the incident or of becoming aware of the matter.

We may consider complaints submitted after this period where there is a reasonable explanation for the delay and it remains practicable to investigate the matter fairly.

6. Information to Include

To help us investigate your complaint efficiently, please provide as much relevant information as possible, including:

• Your full name;
• Your email address and telephone number;
• Your GP2 enquiry or referral reference, if available;
• The destination, course, study interest or referral associated with your complaint;
• A clear description of what happened;
• Relevant dates and the names of individuals or organisations involved;
• The name of any education provider, adviser or partner involved;
• Copies of relevant emails, messages or other supporting evidence;
• Details of any steps you have already taken to resolve the matter; and
• The outcome or action you would like GP2 to consider.

Please do not send original identity documents or unnecessary sensitive personal information.

If sensitive information is required to assess your complaint, GP2 will provide appropriate instructions for submitting it securely.

7. What Happens After We Receive Your Complaint?

7.1 Acknowledgement

We aim to acknowledge receipt of a formal complaint within two working days.

Our acknowledgement may:

• Confirm that your complaint has been received;
• Provide a reference for the complaint;
• Explain the next steps; and
• Request any additional information required.

7.2 Review and Investigation

GP2 will review the complaint fairly and objectively.

Where reasonably possible, the complaint will be reviewed by a person who was not directly involved in the matter being complained about.

Depending on the circumstances, we may:

• Review GP2 records and communications;
• Consider relevant emails, messages or documents;
• Speak with relevant GP2 team members;
• Ask you for clarification or additional information; and
• Request relevant information from a partner organisation where appropriate and permitted.

Where important information is unclear or disputed, we will give the relevant parties a reasonable opportunity to clarify the facts.

7.3 Written Outcome

We aim to provide a written response within 10 working days after receiving the information reasonably required to complete the investigation.

Some complaints may require additional time, particularly where:

• The matter is complex;
• Further information is required;
• A third party or partner organisation needs to provide relevant information; or
• Additional investigation is reasonably necessary.

If we expect the investigation to take longer than the stated timeframe, we will explain the reason for the delay and provide an updated expected timeframe.

The written outcome may include:

• An explanation of the findings;
• Correction of inaccurate information;
• An apology where appropriate;
• Improvements to GP2’s information or referral processes;
• Assistance in identifying the appropriate partner or provider contact; or
• Another reasonable action within GP2’s control.

Submitting a complaint does not guarantee that the specific outcome requested by the complainant will be provided.

8. Requesting a Review

If you believe that your complaint was not handled appropriately or that relevant information or evidence was overlooked, you may request an internal review.

A review request should normally be submitted within 10 working days of the date of GP2’s written complaint outcome.

Please email info@gp2.online and include:

• Your complaint reference, if available;
• The reason you are requesting a review; and
• Details of any relevant evidence or information that you believe was not previously considered.

Where reasonably practicable, the review will be undertaken by a suitably senior person who was not directly involved in the original complaint decision.

We aim to provide the final internal response within 10 working days of receiving the review request and any information reasonably required to complete the review.

If additional time is required, we will keep you informed.

9. Complaints Involving Independent Partners

GP2 may work with independent education recruitment partners, education providers, learning platforms, provider representatives and specialist organisations.

Where a complaint involves another organisation, GP2 will investigate the aspects that relate to GP2’s own actions, including its:

• Information;
• Communication;
• Consent processes;
• Referral activity; or
• Conduct.

Where the complaint concerns a service or decision that is the responsibility of another organisation, GP2 may:

• Explain which organisation is responsible;
• Provide relevant contact information where available;
• With your consent, refer or forward relevant information to the appropriate contact; or
• Assist you in understanding which complaints process may apply.

Each organisation remains responsible for its own services, decisions, fees, charges and complaints procedures.

10. Confidentiality and Personal Information

GP2 will handle complaints respectfully and, where reasonably possible, confidentially.

Information relating to a complaint will generally be shared only with individuals who reasonably need access to it for the purpose of investigating, responding to or resolving the complaint.

Information may also be disclosed where required or permitted by applicable law or where necessary to protect legal rights or comply with a lawful request.

Complaint information will be handled in accordance with GP2’s applicable privacy and data-protection requirements.

11. Your Rights During the Complaints Process

When making a complaint, you may:

• Expect to be treated respectfully and fairly;
• Ask for reasonable communication adjustments or assistance where appropriate;
• Provide relevant evidence and information;
• Request reasonable updates on the progress of your complaint;
• Ask questions about the complaints process; and
• Request an internal review where you believe the complaint was not properly handled or relevant evidence was overlooked.

Making a genuine complaint will not, by itself, negatively affect GP2’s fair handling of an active enquiry or referral.

Where an application, admission decision, tuition arrangement, visa matter or other service is controlled by an independent organisation, that matter remains subject to the relevant organisation’s own procedures.

12. Unacceptable Behaviour

GP2 understands that complaints may arise from stressful or frustrating circumstances. We will listen to complaints and concerns respectfully, even where the complainant is dissatisfied with the outcome.

However, abusive, threatening, discriminatory or seriously disruptive behaviour towards GP2 staff, representatives or partners is not acceptable.

Where necessary, GP2 may establish reasonable communication arrangements, including limiting the frequency or method of contact, while continuing to consider the substantive issues raised in the complaint fairly.

Any such communication arrangements will be proportionate to the circumstances.

13. Using Complaints to Improve Our Services

Complaints provide an opportunity for GP2 to identify areas where our services, communication or referral processes may be improved.

We maintain appropriate records of complaints, actions and outcomes. Where appropriate, complaint information may be reviewed to identify recurring issues and improve:

• Student information and communications;
• Referral processes;
• Partner management;
• Staff training;
• Internal procedures; and
• Overall service quality.

Complaint records will be retained and handled in accordance with applicable privacy, data-protection and record-retention requirements.

14. Contact Us

For formal complaints, please contact:

Global Pathway Partners (GP2)
Complaints Email: info@gp2.online

Please use the subject line “Formal Complaint” when submitting a formal complaint.

General enquiries should be submitted through the usual GP2 contact channels.

15. Important Information

This policy applies to complaints concerning GP2’s own information, communication, conduct and referral activities.

It does not replace or override the complaints, appeals or review procedures of:

• Universities or colleges;
• Education or learning providers;
• Government authorities;
• Regulated advisers;
• Specialist organisations; or
• Other independent service providers.

GP2 does not receive or process university or education-provider tuition payments on behalf of those organisations. Questions concerning payments, refunds, deposits, tuition fees or other charges should generally be directed to the organisation that received or requested the payment.

Nothing in this policy is intended to restrict any statutory rights you may have, including any right to contact an appropriate regulator, ombudsman, consumer-protection body or other competent authority, or to pursue any legal remedy available under applicable law.

This policy should be read alongside GP2’s Privacy Policy and other applicable terms and policies published on the GP2 website.