MYOIA HELP

Verifying your account

When you create a MyOIA account, you will be sent an automated email asking you to verify your account within 24 hours. If you try to verify your account details after this time, the link will not work. Please contact us so that we can send you another verification email.

We will also send a verification email if you change your email or password.

If you don’t receive a verification email, please check your junk or spam folder. If the email is not there, please contact us.

How to log into and log out of your MyOIA account

To log in to your MyOIA account, enter your email address and password. To sign out, select “Log out” from the drop-down menu in the top right-hand corner of the page.

Log in to MyOIA

How to resolve problems with your password

Check that your password meets the requirements: it needs to be at least eight characters long and contain a lowercase letter, a capital letter, a number and one of the following special characters !$%*^&@.

If you have forgotten your password, you can reset it on the MyOIA log in page.

If you are still having problems, please contact us.

What to do if you have been locked out of your account

If you enter the wrong password too many times you will be locked out. Please contact us so that we can reactivate your account.

How we deal with personal information

Our guidance on personal information explains how we manage personal information and how long we keep MyOIA account information.

Additional information for students

How to submit a Complaint Form

Each section expands to show you the information that we need. Questions and sections which you must answer, including the Declaration, are clearly shown. We will not start reviewing your complaint until you submit your Complaint Form.

Your Complaint Form saves as you go along and you can come back to the form at any time during the next 90 days. For security reasons, your session will time out after 15 minutes of inactivity. You can delete your draft Complaint Form at any time before submission and we will delete draft Complaint Forms that have not been submitted after 90 days. Once you submit your Complaint Form you will not be able to make any further changes from your MyOIA account. You will be able to see a read-only copy of your Complaint Form when you are logged in to your MyOIA account.

Representatives can create their own MyOIA account and submit a Complaint Form on your behalf, but you must accept the Declaration at the end of the form, to confirm that you agree with what the representative has said. In these cases we will confirm with you that a complaint has been submitted on your behalf and create a MyOIA account for you.

How to get a MyOIA account for an existing complaint

If you have already submitted a Complaint Form by email or post and want to create a MyOIA account to track the status of your complaint online, please contact us.

How to change your contact details, email address or password

To change your contact details, the email address you use to log in or your password, log in to your MyOIA account. From the drop down menu showing your name in the top right-hand corner of the page:

  • Select “My account” to change your contact details
  • Select “Change email” to change your email address
  • Select “Change password” to change your password.

If the representative on a case is changed in MyOIA, we will let you and the representative know.

How to track the progress of a complaint

When you submit a Complaint Form using your MyOIA account our systems automatically create a complaint “tracker” and assign your complaint a case reference number. Please allow 24 hours from the time you submit your Complaint Form for a complaint tracker to be created and available to view in MyOIA.

The tracker shows information about each complaint that we have received. Students (and their representatives) and higher education providers using MyOIA see the same information. It tells you that:

  • We have received a complaint,
  • We have allocated a complaint to a case-handler,
  • We have received correspondence from a student or the provider and
  • We are waiting for information or comments to be sent to us (including the deadline we have set for receiving this information).

To see the tracker:

  • Log in to your MyOIA account
  • Select “tracker” next to the complaint (if you have submitted more than one complaint to us, select the one you want to look at)

(Once we have received your complaint, we will do some initial checks on your Complaint Form and send you an email with some information about what will happen next. If you have not received this email within 3 working days please check your spam or junk email folder, and then contact us.)

How to delete your MyOIA account

You can delete your MyOIA account yourself or you can ask us to do so at any time. First, log in to your MyOIA account, then from the drop down menu showing your name in the top right hand corner of the page:

  • Select “My account”, this will open a page with your account details
  • Click “Delete Account”
  • Confirm the deletion.

Additional information for providers

There are three types of account for Providers – Point of Contact (POC), Point of Contact delegate (POC delegate) and Provider user. They each have different permission rights within MyOIA. We created accounts for all Provider POCs when we launched MyOIA, and we create accounts for new members of our Scheme when they join. POCs (and POC delegates) can invite other complaint handling colleagues to create a MyOIA account so that they can track the progress of complaints about the provider, and can give and remove POC and POC delegate permissions.

How to change permissions on an account

To change permission settings, Login to your MyOIA account and:

  • Select the drop-down menu showing the name of your provider in the top right-hand corner of the page
  • Select “Provider Details”
  • Select “Add Contact” to invite a colleague to create a MyOIA account
  • Provide the required details and your colleague will receive an email asking them to complete the registration process for a Provider user MyOIA account.

How to change contact details

To make changes to the provider’s contacts:

  • Login to your MyOIA account
  • Select the drop-down menu showing the name of your provider in the top right-hand corner of the page
  • Select “Provider Details”
  • Select the drop-down menu “Actions” next to the relevant person
  • Select “Set as Delegate” or “Set as Point of Contact” and confirm the change to make the person a POC delegate or POC. Please note making someone else the POC will transfer your permission rights
  • Select “Remove as a delegate” to make the person a Provider user
  • Select “Remove Contact” to delete your colleague’s MyOIA account.

How to track progress of a complaint

The complaints tracker shows information about each complaint that we have received about the provider. Students (and their representatives) and providers using MyOIA see the same information. It tells you that:

  • We have received a complaint
  • We have allocated a complaint to a case-handler
  • We have received correspondence from a student or the provider, and
  • We are waiting for information or comments to be sent to us (including the deadline we have set for receiving this information).

To see the tracker: