The ACT Civil and Administrative Tribunal has awarded a student more than $10,000 in compensation and costs. Photo: Albert McKnight.
CONTENT WARNING: This article refers to self-harm and suicide.
The ACT’s civil tribunal has issued a scathing assessment of the treatment of an international student and former university dorm occupant by her accommodation provider.
The student was awarded more than $10,000 in compensation and costs from KMSAC Pty Ltd, which owns and operates UniLodge, after it breached her occupancy agreement at her university accommodation.
“The occupant was ultimately forced from her home, intimidated by the treatment she had received from the respondent to the point that she seriously considered serious self-harm and even suicide, refused the right to have legal representation, was prevented from properly defending herself against accusations made against her, and suffered evident interference with her studies,” tribunal Member Mark Hanna said.
In his recently published decision from the ACT Civil and Administrative Tribunal, he stated that she was studying at the University of Canberra while residing in UniLodge accommodation and planned to continue to honours.
Between February and March 2025, she made several complaints to UniLodge administration regarding the noise from other students in her accommodation, as it disrupted her sleep and interfered with her studies.
“There was no dispute that these had been made, nor was there any dispute that she herself followed the rules and was a model occupant in that she was considerate of others and even polite in the manner in which she complained about other student noise,” Member Hanna said.
Then, in an incident on 21 March 2025, she asked other students to be quiet when they were making a lot of noise in the communal kitchen at 1 am.
At the same time, she looked for implements, including a knife, she could use to repair her yoga chair, but couldn’t find them, so she returned to her room. Security and police then arrived.
Police asked whether she had threatened the other students with a knife, which she vehemently denied. An ACT Policing report says police were unable to substantiate any offences.
The next day, KMSAC permanently moved her to another room and forced her to be escorted by security to get her belongings from her contracted room.
She fought against the move, but the Residential Life Manager said the incident was being treated as “serious misconduct” and twice told her she was not allowed to bring a lawyer to a mandatory meeting about the matter.
The student took KMSAC Pty Ltd and UniLodge Australia to ACAT this year. Photo: Albert McKnight.
The student, whom Region has chosen not to name, moved into an Airbnb and claimed she suffered psychological distress until April 2025. UniLodge sent her a termination notice in May.
She claimed that her academic performance declined, and as a result, she lost eligibility for an offer in the Bachelor of Science in Psychology Honours degree.
Member Hanna said the student impressed him as “a distinctly honest and diligent person”.
He said she didn’t file medical evidence, which meant he couldn’t assess her psychological distress claims, and found KMSAC did have the power to move her in the circumstances, even if she was entirely innocent.
However, he found the occupancy agreement had been breached as UniLodge had not taken adequate action in response to the student’s repeated noise complaints.
Member Hanna said the respondent failed to control the premises and other occupants adequately, while refusing to allow her to be represented by a lawyer was “a severe violation of procedural fairness”.
“Proper management of the premises, allowing quiet enjoyment of her occupancy, would almost certainly have avoided the incident of 21 March 2025 and the subsequent violation of procedural fairness that she appears to have suffered,” he said.
KMSAC was ordered to pay $9000 compensation for the breach, plus over $1000 in other costs.
“This has been a very unfortunate set of circumstances, and I hope this has brought some closure for the student,” University of Canberra Vice-Chancellor and President Bill Shorten told Region.
“It emerged from the evidence and the outcome of the ACAT hearing that in this particular complaint, there were some procedural mistakes on the part of UniLodge and KMSAC, who are the national providers of student accommodation at UC.
“In a separate matter, a complaint against UC was not upheld. The university has followed due process in terms of our obligations and our duty of care.”
UniLodge was contacted for comment.
If you or someone you know needs help, you can contact:
Lifeline’s 24-hour crisis support line – 13 11 14
Suicide Call Back Service – 1300 659 467
Kids Helpline – 1800 551 800
MensLine Australia – 1300 789 978.
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