anc.vic.edu.auanc.vic.edu.au/test/images/policyandprocedures/anc_student_handbook.pdfanc.vic.edu.au

Australian National College Pty Ltd; CRICOS-03009M; RTO 22134;

Email: - [email protected]

Student Handbook Version 2019

MESSAGE FROM CEO Welcome to ANC where students achieve their goals. We are committed to provide the high quality teaching to students from a diverse range of backgrounds and experiences. ANC aims to be a catalyst for positive change for the individuals and the communities it serves. ANC values are: excellence; academic freedom; continuous improvement; ethical behaviour and accountability. ANC is committed to having a work culture, which fosters and supports excellence. ANC staff members are responsible for its success. Their dedication to our students and to the communities we serve ensure the continued success of ANC.

This Student Handbook provides you with a wide range of helpful information about our courses, staff, and general campus information, assessments and all the relevant Policies & Procedures and other important matters relating to your studies. It is advisable to keep it with you for any future references. Students will find ANC staff willing to help and assist them during their studies. Staff members also take a keen interest in the job placement and careers of graduates. ANC staff look forward to working with you, helping you with the achievement of your life ambitions and your study goals.

I wish you well in your academic endeavours.

Chief Executive Officer

All students will be provided with a orientation of the Institute facilities and services upon arrival and will receive a copy of this Student Handbook (Either Electronically or Printed). Thank you for choosing ANC as your education provider. We hope this student Handbook will be helpful and informative during your study at Australian National College..

If you need any further information, please feel free to contact one of our friendly Student Support Team Staff.

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Level 1, 58 Franklin Street. Melbourne VIC. Tel 03-9662 3300, CRICOS-03009M; RTO 22134; Email: - [email protected]

TABLE OF CONTENTS

Message from CEO ...................................................................................................................................................................................... 0

Introduction to Melbourne ....................................................................................................................................................................... 8

ANC STAFF CONTACT DETAILS .............................................................................................................................................................. 10

Student Support TEAM ......................................................................................................................................................................... 10

Training Staff ......................................................................................................................................................................................... 10

Course Offered at ANC (NOT TAKING NEW ENROLMENTS) ......................................................................................................... 11

Living in Melbourne: .............................................................................................................................................................................. 12

Weather and Seasons .............................................................................................................................................................................. 12

The seasons of Melbourne ............................................................................................................................................................. 12

Time Zones ....................................................................................................................................................................................... 14

Lifestyle ............................................................................................................................................................................................. 14

Permanent Accommodation: ................................................................................................................................................................ 14

Choosing Where to Live ................................................................................................................................................................ 14

Types of Accommodation: ................................................................................................................................................................... 14

Home Stay ......................................................................................................................................................................................... 14

Shared Accommodation ................................................................................................................................................................. 15

Rental Accommodation .................................................................................................................................................................. 15

Overseas Student Health Cover (OSHC).......................................................................................................................................... 15

How do I get OSHC? ...................................................................................................................................................................... 15

What am I covered for? .................................................................................................................................................................. 16

Medical cover ................................................................................................................................................................................... 16

Hospital cover ................................................................................................................................................................................... 17

Emergency Ambulance Transport ............................................................................................................................................... 18

How do I use my OSHC card? ..................................................................................................................................................... 18

How do I make a claim?................................................................................................................................................................. 18

Types of Health Care in Australia ..................................................................................................................................................... 18

Public System ................................................................................................................................................................................... 18

Private System .................................................................................................................................................................................. 18

Attending an Australian Hospital ................................................................................................................................................. 19

General Practitioners (GPs) ........................................................................................................................................................... 19

Medical Services .............................................................................................................................................................................. 19

Pharmacies ........................................................................................................................................................................................ 20

Over-the-Counter Medication ....................................................................................................................................................... 20

mailto:[email protected]

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Interpreter Services ......................................................................................................................................................................... 20

Medical Facilities in Melbourne CBD ................................................................................................................................................. 21

Hospitals ............................................................................................................................................................................................ 21

Medical Centres ............................................................................................................................................................................... 21

X-ray ................................................................................................................................................................................................... 21

Pathology ........................................................................................................................................................................................... 21

Pharmacies ........................................................................................................................................................................................ 21

beyondblue ........................................................................................................................................................................................ 22

COST OF LIVING .................................................................................................................................................................................. 23

APPROXIMATE ESTIMATED LIVING COSTS FOR YEAR ..................................................................................................................... 24

LOCAL AMENITIES .................................................................................................................................................................... 25

Setting up a Bank Account ................................................................................................................................................................... 26

Bank & ATM Locations in Melbourne ....................................................................................................................................... 27

Bank & ATM Locations near My (Student) Accommodation .............................................................................................. 27

Banking Hours .................................................................................................................................................................................. 27

Bank Fees .......................................................................................................................................................................................... 28

Accessing Money from My Account .......................................................................................................................................... 28

EFTPOS ............................................................................................................................................................................................. 28

Telephone Banking ......................................................................................................................................................................... 28

Internet Banking............................................................................................................................................................................... 28

Over-the-Counter Service .............................................................................................................................................................. 29

Paying Bills ....................................................................................................................................................................................... 29

Working While Studying ............................................................................................................................................................... 29

Earning an Income ................................................................................................................................................................................. 30

Taxes................................................................................................................................................................................................... 30

Getting a Tax File Number ............................................................................................................................................................ 30

Taxation Returns .............................................................................................................................................................................. 30

Know your rights .................................................................................................................................................................................... 31

Legal advice about work rights at the Study Melbourne Student Centre ............................................................................ 31

Laws and Safety in Australia .............................................................................................................................................................. 31

Obeying the Law .............................................................................................................................................................................. 31

Legal Services & Advice ............................................................................................................................................................... 32

Personal Safety ................................................................................................................................................................................. 32

Public Transport Safety........................................................................................................................................................................ 33


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Buses................................................................................................................................................................................................... 33

Trains .................................................................................................................................................................................................. 34

Taxis ................................................................................................................................................................................................... 34

Sexual Assault .................................................................................................................................................................................. 34

What do I do if I am assaulted? .................................................................................................................................................... 35

Culture ..................................................................................................................................................................................................... 36

Australian Culture: ................................................................................................................................................................................. 36

Social Customs ................................................................................................................................................................................. 36

Public Holidays & Special Celebrations: .......................................................................................................................................... 38

New Year ........................................................................................................................................................................................... 38

Australia Day .................................................................................................................................................................................... 38

............................................................................................................................................................................................................. 38

Easter .................................................................................................................................................................................................. 38

Anzac Day ......................................................................................................................................................................................... 39

Labor Day .......................................................................................................................................................................................... 40

Queen’s Birthday ............................................................................................................................................................................. 40

Melbourne Cup Day ........................................................................................................................................................................ 40

Christmas ........................................................................................................................................................................................... 41

Sports & Recreation: ............................................................................................................................................................................. 42

Entertainment: ......................................................................................................................................................................................... 42

Eating Out: .............................................................................................................................................................................................. 42

Where to Find Out What’s Going On: ............................................................................................................................................. 43

VOCATIONAL EDUCATION & TRAINING ............................................................................................................................................ 45

ENTRY REQUIREMENTS ............................................................................................................................................................................. 45

UNIQUE STUDENT IDENTIFIER ................................................................................................................................................................. 46

COURSE CONTENTS, MODES OF STUDY AND ASSESSMENT ........................................................................................................ 46

COURSE CREDIT .................................................................................................................................................................................... 47

RECOGNITION OF PRIOR LEARNING .............................................................................................................................................. 47

RESPONSIBILITIES OF STUDENTS ....................................................................................................................................................... 47

ASSESSMENT OUTCOME ......................................................................................................................................................................... 47

Competent [C] ........................................................................................................................................................................................ 47

Not Yet Competent [NYC] ................................................................................................................................................................... 47

RE-SUBMISSIONS .................................................................................................................................................................................. 47

RECORDING ........................................................................................................................................................................................... 47

EXTENSIONS .......................................................................................................................................................................................... 48


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ASSESSMENT APPEALS ........................................................................................................................................................................ 48

PROCEDURE FOR RE-ASSESSMENT .................................................................................................................................. 48

PLANNING & CONDUCTING ASSESSMENTS POLICY / PROCEDURE .......................................................................................... 48

PLANNING: ............................................................................................................................................................................................ 48

PREPARING: ........................................................................................................................................................................................... 49

CONDUCTING ....................................................................................................................................................................................... 49

FEEDBACK ............................................................................................................................................................................................... 49

APPEALS POLICY ................................................................................................................................................................................... 49

RECORDING ........................................................................................................................................................................................... 50

REVIEWING ............................................................................................................................................................................................ 50

FACILITIES AT ANC .................................................................................................................................................................................... 50

TUITION FEES .............................................................................................................................................................................................. 51

INCLUSIONS AND EXTRAS: ................................................................................................................................................................ 51

ANC’s tuition fee covers: ............................................................................................................................................................ 51

ANC’s tuition fees DO NOT cover: ......................................................................................................................................... 51

OTHER COSTS ............................................................................................................................................................................................ 52

REFUNDS AND WITHDRAWAL ............................................................................................................................................................... 52

PROCESS OF CLAIMING REFUND ......................................................................................................................................................... 53

Student WithdraWl before commencing any course at ANC ...................................................................................................... 53

Student withdrawl from their studies after commencement: ......................................................................................................... 53

1) Refunds based on student applications: ...................................................................................................................................... 54

CALCULATION OF FEES AND REFUND TABLE................................................................................................................................. 56

Definition of terms used in refund table above:........................................................................................................................ 59

Appealing Refund decisions: ................................................................................................................................................................... 59

2) Refunds due to non-delivery of course by ANC (Provider Default): ..................................................................................... 59

Further information: ................................................................................................................................................................................... 60

Provider default – ................................................................................................................................................................................. 60

Student default – .................................................................................................................................................................................. 60

3) Appealing Refund decisions: .......................................................................................................................................................... 61

OUTLINE OF ANC’S INTERNAL AND EXTERNAL COMPLAINTS AND APPEALS PROCESSES: ............. 61

OUTLINE OF ANC’S INTERNAL AND EXTERNAL COMPLAINTS AND APPEALS PROCESSES ..................................................... 63

ANC’s complaints and appeals policy, procedures and process: ............................................................................................... 65

PROCEDURES: ............................................................................................................................................................................................. 65

1. Informal Process ................................................................................................................................................................................ 65

2. Formal Process .................................................................................................................................................................................. 65


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2.1 General Complaints ...................................................................................................................................................................... 65

3. Appeals Process .................................................................................................................................................................................... 66

3.1 Internal Appeals ............................................................................................................................................................................. 66

3.1.1 General appeals ........................................................................................................................................................................ 67

3.1.2 Assessment appeals ................................................................................................................................................................... 67

3.1.3 Appealing ANC’s decisions of reporting breach of course progress or attendance requirements to Department of Education and Training and Department of Home Affairs (DHA) ............................................................................................... 68

3.1.4 Appealing suspension or cancellation of enrolment ............................................................................................................ 68

MEETING DAY........................................................................................................................................................................................ 69

APPEAL OUTCOME ............................................................................................................................................................................... 69

3.2 Record keeping ................................................................................................................................................................................... 69

3.3 External Appeals ........................................................................................................................................................................... 70

How to make a complaint .............................................................................................................................................................. 70

Melbourne (By Appointment Only) ........................................................................................................................................ 70

4. Implementation ..................................................................................................................................................................................... 71

DEFERRING, SUSPENDING OR CANCELLING AN ENROLMENT ...................................................................................................... 71

1. Student Initiated Deferral, Suspension or Cancellation of Enrolment ................................................................................. 71

1.1 Student Deferral ........................................................................................................................................................................ 71

1.2 Student Suspension ................................................................................................................................................................... 71

1.3 Student Cancellation ................................................................................................................................................................ 71

Provider Initiated Deferral, Suspension or Cancellation of Enrolment ....................................................................................... 72

2.1 Provider Deferral/Provider Default ...................................................................................................................................... 72

2.2 Provider Suspension ................................................................................................................................................................. 72

2.3 Provider Cancellation............................................................................................................................................................... 73

Recording and reporting deferments, suspension or cancellation of enrolments .......................................................................... 74

EASY GUIDE TO ESOS ............................................................................................................................................................................. 74

ESOS Regulation serving overseas students in Australia ............................................................................................................... 74

STUDENT SERVICES ................................................................................................................................................................................... 75

Student Facilities .................................................................................................................................................................................... 75

STUDENT SUPPORT SERVICES ............................................................................................................................................................ 76

LEARNING RESOURCES ....................................................................................................................................................................... 76

IT SUPPORT ............................................................................................................................................................................................ 76

Disability Service ................................................................................................................................................................................... 76

STUDY SUPPORT AND LLN ................................................................................................................................................................. 77

ORIENTATION PROGRAM ....................................................................................................................................................................... 77


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CRITICAL INCIDENT POLICY/PROCEDURE ........................................................................................................................................... 78

Background ................................................................................................................................................................................................. 78

Recommended Procedure: Critical Incident Involving a Student .................................................................................................. 78

Recommended Procedure - Missing Persons .................................................................................................................................... 79

Salvation Army - Phone (61 2) 9211 0277 .................................................................................................................................... 80

Mission Australia .................................................................................................................................................................................... 80

Ongoing Liaison ..................................................................................................................................................................................... 80

In the event of a student death: ......................................................................................................................................................... 80

Follow up & Review of Critical Incident ............................................................................................................................................ 81

STUDENT VISA REQUIREMENTS –MonItoring Course Progress ........................................................................................................ 81

Policy ............................................................................................................................................................................................................ 81

Scope: ...................................................................................................................................................................................................... 81

Policy Statement/Purpose:- ................................................................................................................................................................. 82

PROCEDURES .............................................................................................................................................................................................. 83

2.1 Recording Student Course progress ........................................................................................................................................... 83

2.2 Monitoring Student Course progress ....................................................................................................................................... 84

2.3 Activation of Intervention Strategy: ..................................................................................................................................... 86

2.4 When a student’s fails to maintain their Course progress Even after implementation of Intervention ................. 86

STUDENT VISA REQUIREMENTS – MonItoring ATTENDANCE ........................................................................................................... 87

Policy ............................................................................................................................................................................................................ 87

2. Scope ....................................................................................................................................................................................................... 88

3. Procedure (Processes)........................................................................................................................................................................... 88

3.1 Informing students about requirements ...................................................................................................................................... 88

3.2 Processes for recording course attendance .............................................................................................................................. 89

3.3 Processes for monitoring course attendance ............................................................................................................................ 89

3.4 Australian National College Intervention Strategy ................................................................................................................. 90

3.5 Reporting student for not meeting attendance requirement ................................................................................................. 91

TRANSFER OF STUDENTS BETWEEN PROVIDERS ............................................................................................................................... 93

Incoming students ................................................................................................................................................................................... 93

Outgoing students ...................................................................................................................................................................................... 94

Elicos Course Progress Policy and Procedures ..................................................................................................................................... 96

Purpose ........................................................................................................................................................................................................ 96

Scope ........................................................................................................................................................................................................... 96

General Policy............................................................................................................................................................................................ 96

Definitions ............................................................................................................................................................................................... 97


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Procedures to Record, Monitor and Assess Course Progress ............................................................................................................ 97

6. Intervention Strategies ..................................................................................................................................................................... 99

7. Unsatisfactory course progress warning letter ........................................................................................................................... 99

8. Intent to Report ............................................................................................................................................................................... 100

9 Report and Notification of Student.............................................................................................................................................. 100

Intervention Strategy Guidelines ..................................................................................................................................................... 101

Intervention Strategy Guidelines ................................................................................................................................................ 102

Student Attendance Progress Monitoring Policy and Procedures for ELICOS Courses .............................................................. 106

Purpose ...................................................................................................................................................................................................... 106

Scope ......................................................................................................................................................................................................... 106

Relevant standards, acts ad legislations ............................................................................................................................................. 106

Definitions ............................................................................................................................................................................................. 106

Policy .......................................................................................................................................................................................................... 107

Procedure: ................................................................................................................................................................................................. 107

5.1. Attendance Recording................................................................................................................................................................ 107

5.2. Attendance monitoring ............................................................................................................................................................... 108

5.3 Reporting ‘Breach of Student Attendance’ ............................................................................................................................. 111

5.4. Ensuring Integrity of the Data .................................................................................................................................................. 111

APPENDIX A: Class Attendance Record Sheet .................................................................................................................... 112

APPLICATION & ENROLMENT............................................................................................................................................................... 113

SEXUAL HARASSMENT ........................................................................................................................................................................... 113

PRIVACY POLICY ..................................................................................................................................................................................... 114

How ANC collects Personal Information ......................................................................................................................................... 114

How ANC uses Personal Information ............................................................................................................................................... 114

STUDENT CODE OF CONDUCT ............................................................................................................................................................ 117

PLAGIARISM ............................................................................................................................................................................................. 118

SOCIAL PROGRAMS .......................................................................................................................................................................... 119

STUDENT FEEDBACK ........................................................................................................................................................................... 119

CERTIFICATES AND STATEMENT OF RESULTS ............................................................................................................................... 119

RE-issuing documents: .......................................................................................................................................................................... 119

Important Information - VET and Related Legislation ...................................................................................................................... 120


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INTRODUCTION TO MELBOURNE

Melbourne is the great place to live and study. Melbourne has been consistently ranked as ‘The world’s most liveable city’ by the economist intelligence unit (UK). In 2000 Melbourne was accredited as a ‘Safe Community’ by the world health organization – the first Australian capital city to achieve this standing. The City of Melbourne is the home, workplace and leisure centre of one of the world's most harmonious and culturally diverse communities.

Melbourne’s residents represent 140 nationalities and speak 151 languages. Thirty per cent of Melbourne’s population was born overseas and Melbourne has large numbers of international students have contributed to the multicultural fabric of Melbourne. Melbourne today is a welcoming, outgoing and confident city, a reflection on the generous and inclusive spirit of its people. This spirit embraces change while respecting heritage; celebrates diversity while sharing a common sense of place and pride; and aspires to a rich, lively and peaceful future.

Melbourne is a major centre of commerce, industry and cultural activity. The city is referred to as Australia's ‘sporting and cultural capital’ and it is home to many of the nation's most significant cultural and sporting events and institutions. Melbourne hosted the 1956 Summer Olympics and the 2006 Commonwealth Games.

The Public Transport with the options of bus, trains and tram services in Melbourne very extensively. Single ticket will allow

you to travel in all three modes of transport to your destination and to discover the colourful diversity of Melbourne

Melbourne, Victoria enjoys manageable summers, glorious springs, mild autumns and crisp winters. With its variable climate, Melbourne is warm to hot in summer (December to February), mild in autumn (March to May), cold and damp in winter (June to August) and cool in spring (September to November).


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Australian National College Pty Ltd (ANC) is one of the most dynamic institute in Australia. ANC is one of the private providers offering Vocational Training under the national recognised Technical and Further Education system of the Australian Government. ANC offers the courses, which will lead the students to their chosen career pathways. We at ANC Endeavour to liaise with the Industry sectors to help students achieve their career goals. ANC provides practical skills and knowledge for the success of students in their future. Our courses are part of the range of nationally accredited courses. Our courses are designed to link the needs of industries and are nationally recognized.

Students have access to modern computer lab to facilitate their learning outcomes. The learning resources and teaching methods and assessment are designed according to the highest standards prescribed. ANC possesses spacious classrooms fully equipped with the latest technologies including data projectors, overhead projectors, DVD players, televisions, etc. Students are provided a caring supportive environment by our multilingual, multicultural staff. Our staff is always willing to offer their support and advice to students to assist them with their personal problems. The academic staffs is always there to help the students with complete academic support by providing help with academic work i.e. writing assignments, making presentations and examination techniques.

When you arrive in Melbourne to start your new life, what could be better than a friendly face to meet and greet you with an abundance of local knowledge? To assist you in adjusting to life in Australia, ANC can arrange for a representative to greet you at the Airport and drive you to your pre-arranged accommodation. ANC campus is located in the heart of Melbourne and in the close proximity of one of Victoria Market. ANC is conveniently located to the public transport; major Local Train/Tram stops are one to two minutes away. ANC students will have access to Banks, cafes, restaurants, food courts, parks, libraries, nightclubs, cinemas, shopping arcades, news agencies, supermarkets, travel agencies and a lot more.


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ANC STAFF CONTACT DETAILS

Management & Administration Ms Mogana Kownden

Chief Executive Officer T +61 3 9662 3300

Email: [email protected]

STUDENT SUPPORT TEAM

Name of the Staff Contact Number Email Address Ryan Zhang 03 9662 3300 [email protected]

Anna Bahrami 03 9662 3300 [email protected] Gurpreet Kaur 03 9662 3300 [email protected]

Chutirada Lathong (Palm) 03 9662 3300 [email protected] Hamesh.Yadav 03 9662 3300 [email protected]

TRAINING STAFF

Training Staff

(This is subject to change and additional staff will be employed as required the address of the Institute is:

Level 1, 58 Franklin Street, Melbourne Tel (+61 3) 9662 3300

Email [email protected]

www.anc.vic.edu.au








http://www.anc.vic.edu.au/

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COURSE OFFERED AT ANC (NOT TAKING NEW ENROLMENTS)

General English - Elementary, Pre-Intermediate, Intermediate and Advanced (10 to 40) weeks Course

BSB60215 Advanced Diploma of Business BSB50215 Diploma of Business BSB40215 Certificate IV in Business BSB30115 Certificate III in Business BSB51915 Diploma of Leadership and Management BSB61015 Advanced Diploma of Leadership and Management BSB50815 Diploma of International Business

BSB42415 Certificate IV in Marketing and Communication BSB52415 Diploma of Marketing and Communication BSB61315 Advanced Diploma of Marketing and Communication

ICP50115 Diploma of Printing and Graphic Arts ICP40115 Certificate IV in Printing and Graphic Arts ICP31415 Certificate III in Print Communication

SIR30216 Certificate III in Retail SIR40316 Certificate IV in Retail Management SIR50116 Diploma of Retail Leadership

English

Marketing and Communication

Printing and Graphic Arts

Retail Management

Business


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LIVING IN MELBOURNE:

Melbourne is the capital city of the state of Victoria. Melbourne is a multicultural city with a population comprising people from over 200 countries, speaking over 151 languages and following over 100 religious faiths. Melbourne is a city of cutting edge when it comes to arts, architecture, industry, sport, technology and many other areas. The inner city itself is known as the Central Business District (CBD). Traditionally a commercial and retail district, it is now becoming increasingly popular as residential area. The suburbs radiate from the CBD. Inner suburbs are close to CBD and as travel further from Melbourne, located are the outer suburbs.

Melbourne, the city itself, is well-designed and located amidst parklands along the banks of the Yarra River, just a few kilometres from Port Phillip Bay. With the sea to the south and mountains to the north, the city offers something for everybody Melbourne has a vibrant intellectual and cultural centre and a creative and entrepreneurial soul. It has extensive parks and gardens, spacious suburbs, affordable housing, good education, accessible public transport and a modern road system. With a low crime rate, it provides a safe and healthy environment in which to live and work. In terms of entertainment, Melbourne has a plethora of cosmopolitan cafes, restaurants and clubs, a vibrant arts scene and world renown sporting events.

WEATHER AND SEASONS

The temperate climate of Melbourne makes doing business here a lot easier. There is no need to worry about the extremes of hot or cold temperatures hindering your business processes. Being in the Southern Hemisphere Melbourne's seasons are opposite to that of North America, Europe and most of Asia. It has a reputation for unpredictable weather, where all four seasons can be experienced in one day. Nonetheless, Melbourne offers a comfortable environment, regardless of the season.

THE SEASONS OF MELBOURNE

Season

Months

Average Temperature

Description

Summer

Dec - Feb

25°C

A typical summer day in Melbourne is warm and sunny, with a freshening sea breeze from the south to southeast in the afternoon. A hot summer spell can produce temperatures that exceed 40°C, but this usually ends with a cool change.


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Autumn

Mar - May

20°C

Autumn is generally considered the most pleasant season in Melbourne. Many days are mild and sunny with afternoon sea breezes. Cloudy, showery weather increases towards the end of autumn.

Winter

Jun - Aug

14°C

Melbourne experiences some of Australia's coldest weather in winter, with some nights producing frost. Snow doesn't fall in the city itself, but occasionally the outlying hills receive a light snowfall. In the alpine region, average temperatures range from -5 to 5°C.

Spring

Sep - Nov

20°C

At the beginning of spring, cloudy overcast days with gusty winds can be experienced, with an average of 5.8 hours of sunshine a day. The weather begins to warm up towards the end of spring. Sometimes a full range of weather can be experienced in a matter of days.

The temperate climate of Melbourne makes doing business here a lot easier. There is no need to worry about the extremes of hot or cold temperatures hindering your business processes. Being in the Southern Hemisphere Melbourne's seasons are opposite to that of North America, Europe and most of Asia. It has a reputation for unpredictable weather, where all four seasons can be experienced in one day. Nonetheless, Melbourne offers a comfortable environment, regardless of the season.


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TIME ZONES

All of Victoria operates on Australian Eastern Standard Time (AEST) which is 10 hours ahead of Coordinated Universal Time (UTC).

Victoria operates on daylight saving time (DST) from the first Sunday in October to the first Sunday in April of the following year. DST is one hour ahead of AEST, or UTC+11.

LIFESTYLE Victoria is home to 5 million people with 3.5 million living in the capital city, Melbourne. Melbourne is a comparably young city with 48% of people being under 35. More than 233 nationalities live in Melbourne, making it one of the world's most multicultural cities. It has the largest Greek and Italian communities living outside of those countries. English is the official language, but more than 20 percent of Victorians - and almost 30 percent of Melbournians - speak a language other than English at home.

A combination of this multicultural diversity and a temperate climate has translated into Melbournians love of fine dining, arts and culture, sports and the outdoors.

The city has a strong culture of philanthropy and volunteering, and Melburnians are known for being friendly and inclusive. Look out for city’s team of tourism volunteers, the City Ambassadors

Melbourne has an excellent public transport system with trams, trains and buses providing an extensive network throughout the city and suburbs.

PERMANENT ACCOMMODATION:

CHOOSING WHERE TO LIVE

Most students want to live within walking distance of the campus but this is not always possible and is usually determined by availability and cost. Often it is more convenient and more cost-effective to live further from the campus but closer to shops and public transport.

TYPES OF ACCOMMODATION:

HOME STAY

Home stay involves the student living with an Australian family. The cost generally includes two meals (breakfast and dinner) during the week and three meals on weekends. Rooms may be single or shared and cost will vary accordingly. Cost $150 to $200 AUD per week.


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SHARED ACCOMMODATION

Advertisements on student notice boards and in sections of the local newspapers will appear for one or more people to share a house or flat, often where a lease has already been taken out. This often suits students once they have been in the country for a while and are comfortable with their new country’s living arrangements. Cost $80 to $150 AUD per week.

RENTAL ACCOMMODATION

As with share accommodation, units, flats, single bed-sitters and even houses, are available through Real Estate Agents. These are normally unfurnished. One month’s rent in advance may be charged plus a bond (or security deposit) prior to signing a lease agreement. Cost $150 to $300 AUD per week.

OVERSEAS STUDENT HEALTH COVER (OSHC) Overseas Student Health Cover (OSHC) is insurance that provides cover on the costs for medical and hospital care which international students may need while in Australia. OSHC will also pay for most prescription drugs and emergency ambulance transport. If you are an international student studying in Australia, you must purchase an approved OSHC policy from a registered health benefits organisation - commonly referred to as health funds before applying for your visa. You will need to buy OSHC before you come to Australia, to cover you from when you arrive. You will also need to maintain OSHC throughout your stay in Australia. ANC can arrange health cover through Private Medical Insurers.

HOW DO I GET OSHC?

You may be or have been asked for an OSHC payment in the education offer package you receive from your chosen education provider, if they have a preferred provider agreement and do not need to complete a formal application form. If not, you may need to complete an Application for OSHC, which is available from registered OSHC providers and most educational institutions. Your local education adviser can lodge your OSHC form and payment at time of processing your enrolment to study in Australia.

Only Australian health funds that have signed an agreement with the Australian Government can provide OSHC. Most Australian education institutions have a preferred OSHC provider. Depending on the institution you will be attending, you will be required to join one of these four registered health funds. You may choose to change your health fund at any time, but will need to abide by the conditions of change of the health fund provider you are leaving.

OSHC Providers

Medibank Private: www.medibank.com.au

OSHC World care: www.oshcworldcare.com.au


http://www.medibank.com.au/

http://www.oshcworldcare.com.au/

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BUPA OSHC: www.overseasstudenthealth.com

Australian Health Management: www.ahm.com.au

NIB:- https://www.nib.com.au

For More information and to Compare the OSHC provider, Please refer to the below provided link

https://www.iselect.com.au/health-insurance/

https://www.comparethemarket.com.au/health-insurance/?gclid=EAIaIQobChMI_8HOkbzX3QIVGQ4rCh1SngavEAAYAyAAEgLHOvD_BwE&gclsrc=aw.ds.ds&dclid=CJL3zKC8190CFRJ6vQodAWUOaw

DEAR STUDENTS,

PLEASE READ THE OSHC PROVIDER, TERM AND CONDITION AND DETAILS FOR WHAT IS COVERED AND NOT COVERED, BEFORE SIGNING ANY CONTRACT WITH ANY SERVICE PROVIDERS……………

Students may also take out additional cover in the form of Extra OSHC and students who could not previously access OSHC may now be able to access Optional OSHC. Some students may be exempt from enrolling in the OSHC such as students from countries who’s Governments may have Reciprocal Health Agreements for students in Australia. Note: only some reciprocal health agreements cover students in Australia, some will only cover visitors. You should determine if you are eligible before you apply for your visa to come to Australia.

Further information on OSHC can be found at: http://www.health.gov.au/internet/main/publishing.nsf/Content/privatehealth-consumers-overseascover.htm

If you come to Australia on a visa other than a student visa and undertake a short course of study of three months duration or less you will not be eligible for OSHC. It is wise to purchase travel or private medical insurance in this case.

WHAT AM I COVERED FOR? OSHC provides a safety net for medical expenses for international students, similar to that provided to Australians through Medicare. Additionally, OSHC includes access to some private hospitals and day surgeries, ambulance cover and benefits for pharmaceuticals.

MEDICAL COVER

OSHC pays benefits towards: • Medical practitioners (including specialists) who treat you in hospital, at home or at the doctor’s surgery; • Pathology services such as blood tests; • X-rays.

Subject to their availability, you may choose any general practitioner (GP) you want. OSHC pays 100% of the Medicare Benefits Schedule (MBS) fee. For specialists and all other medical services (including pathology and


http://www.overseasstudenthealth.com/

http://www.ahm.com.au/

https://www.nib.com.au/

https://www.iselect.com.au/health-insurance/




http://www.health.gov.au/internet/main/publishing.nsf/Content/privatehealth-consumers-overseascover.htm

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x-rays) that take place whilst you are not an in-patient at a hospital, OSHC pays the published 85% MBS Fee* for that service. You will have to pay any additional cost if the doctor charges you more than the benefits we pay you.

For doctors, specialists and all other medical services that take place whilst you are an in-patient at a hospital, OSHC will pay 100% of the MBS fee. If the doctor or hospital charges you more than the benefits we pay you, you will have to pay the difference.

*Note: The published 85% MBS Fee may not equal exactly 85% of the total MBS Fee but an amount published in the MBS as set by the Australian Government.

Please see our OSHC Product brochure and OSHC Membership Guide for more details.

HOSPITAL COVER

(Dear Student, Please check with your Health Care provider brochure and Important information provided along with your health cover confirmation- and make sure you understand about what is covered and what is not covered in your policy to avoid any surprising bills in future.)

There are two types of hospitals in Australia: public hospitals, operated by State/Territory Governments; and private hospitals, which operate on a commercial basis.

Treatment in a Members’ Choice Private Hospital

Members’ Choice hospitals are private hospitals which Medibank Private has an arrangement with, to minimise the out-of-pocket expenses you will have to pay.

Medibank Private OSHC will pay the full cost of treatment in a Medibank Private Members’ Choice hospital for:

• Overnight accommodation in a shared or private room • Same day admission • Theatre fees • No-gap surgically implanted prostheses and other items on the Federal Government’s Prostheses

Schedule

To find a Members’ Choice hospital, you can find a Health Provider.

Treatment in a Public Hospital • Medibank Private OSHC will pay for the full cost of treatment in a public hospital for: • Overnight accommodation in a shared ward. • For same day admissions (shared room only). • Accident and emergency and outpatient medical and post-operative services (fees raised by the hospital

for treatment where you are not an admitted patient) • No-gap surgically implanted prostheses and other items on the Federal Government’s Prostheses

Schedule • Any charge above the benefit we pay will form part of your out-of-pocket expenses


http://www.medibank.com.au/Client/Documents/Pdfs/OSHC_Brochure.pdf

http://www.medibank.com.au/Client/Documents/Pdfs/OSHC_Membership_Guide.pdf

http://www.medibank.com.au/Health-Care-Providers/Find-a-Health-Care-Provider.aspx

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EMERGENCY AMBULANCE TRANSPORT

Medibank Private OSHC pays 100% of the charge for medically necessary ambulance transport when emergency medical attention is required or for admission to hospital.

HOW DO I USE MY OSHC CARD?

If you need to visit a doctor or medical centre, show your card at the end of the visit. You will be charged the doctor’s fee and the government fee component of that may be processed by the medical centre. If the medical centre is not able to process the government fee, pay the total amount, keep the receipt and you can claim the government fee back from your OSHC provider.

HOW DO I MAKE A CLAIM?

Claims can be lodged at any Medibank store or sent to Medibank by mail. Medibank Private need the following information to process a claim:

• A completed OSHC claim form; • The original account(s); • Receipts for paid accounts.

NB: Do not send your Membership Card when claiming by mail.

TYPES OF HEALTH CARE IN AUSTRALIA

The Australian healthcare system is mixed. Responsibilities for healthcare are divided between the Federal and State governments, and both the public and the private sectors play a role. Government programs underpin the key aspects of healthcare. Medicare, which is funded out of general tax revenue, pays for hospital and medical services. Medicare covers all Australian citizens, pays the entire cost of treatment in a public hospital, and reimburses for visits to doctors.

PUBLIC SYSTEM

The major provider of healthcare services in Australia is the Public Health System (Medicare). The Public Health System provides a comprehensive free-of-charge healthcare service for all Australian citizens covering both hospital-based and community-based medical services. Public hospitals are owned by the State. One of the problems with such a system is that waiting times in public hospitals can be extensive due to a shortage of healthcare professionals and facilities.

See also: Attending an Australian hospital.

PRIVATE SYSTEM

Private hospitals provide about a quarter of all hospital beds in Australia. Private medical practitioners provide most non-bed medical services and perform a large proportion of hospital services alongside salaried doctors. Most dental services are provided by private practitioners. For Australians who take out private health insurance


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a range of services can be covered, such as access to your own Doctor in a private hospital, and extra services such as dental, optical and physiotherapy.

ATTENDING AN AUSTRALIAN HOSPITAL

Few private hospitals have emergency departments, so, in an emergency, most Australians rely on the public hospital system. If you attend an Emergency Department in a hospital you will be attended to immediately by a triage nurse for information about you, your cover, and your current health condition. The triage nurse will determine the urgency of your condition in comparison to others in need in the emergency room and it is likely that you will remain at the emergency room for several hours. Whether you are seen immediately by a Doctor, or have to wait, it is customary to keep you in the emergency room for several hours to monitor your condition before releasing you to go home, or admitting you to hospital in more severe cases.

There are extensive waiting times for elective surgeries at public hospitals, e.g. for orthopaedic surgery. One of the attractions of health insurance is the ability to bypass public hospital waiting lists and go through the private system.

Private hospitals are very expensive for treatment and hospitalisation. Your OSHC will cover some of the cost of some private hospitals but you will have to pay the difference.

Your health insurance (OSHC) covers the total cost of accommodation in a shared ward of a public hospital. It also pays for the ‘schedule fee’ for the doctor but you will have to pay the difference if the doctor’s fee is higher than the ‘schedule fee’.

See also: Public hospital waiting times.

GENERAL PRACTITIONERS (GPS)

In Australia you do not have to go to a hospital to see a doctor. You can see a doctor (also known as a GP – General Practitioner) in their private practice or medical centre, with part or the entire doctor’s fee being covered by Medicare or OSHC. You must make an appointment to see a GP. It is important to note that some GP surgeries will request full payment from you at the time of consultation and you will need to present the receipt to claim the rebate back from your health cover provider.

MEDICAL SERVICES What do I do if I’m sick?

Choose a doctor from the list of medical facilities in this handbook or use the Yellow Pages and phone the GP’s surgery or medical centre to make an appointment. If you have woken in the morning feeling unwell and would like to see a doctor that day, you will need to phone the doctor’s surgery early in the morning (8:00am – 8:30am) for an appointment. Please note however, that it may not be possible to get an appointment on the same day - you may have to wait one or two days before you can see a doctor (in some regional areas of Australia it may be a week or two before you can get an appointment).


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Seeing a Doctor

When you attend your appointment, the doctor will ask you questions about your health and may give you a brief physical examination, such as checking your breathing, your throat, ears etc. The doctor will then give you some advice regarding management of your illness, and may give you a prescription for some medication. If you have had, or need to take time off studies you will need to get a medical certificate from the doctor to provide to your education provider. If your illness is more serious or the doctor is unsure of a diagnosis she or he may refer you for further tests eg: blood tests or x-rays, or to see a specialist Doctor. It is important to note that if you are dissatisfied with the diagnosis or service of the Doctor you see, you have the right to obtain an opinion from another Doctor.

PHARMACIES

GP surgeries do not have medications to dispense to you. You must take the prescription given to you by the doctor to a Pharmacy or Chemist to obtain the medication. You will need to provide the pharmacy with your OSHC card, your full name and address. You are able to walk in off the street to any pharmacy/chemist/drug store in Australia and will only have to wait a short while for your prescription medicine to be prepared. Prescription Medication

Medication prescribed by your doctor is not free. You must pay the pharmacy. If the cost is more than *AU$30.70 you can claim the difference back from your OSHC provider. Many pharmacists will offer you the option of having a “generic” brand of medicine. If the prescription medicine the Doctor has prescribed is also made available by a company which produces generic brands at cheaper prices, this option will be offered to you. This is ONLY offered if the content of the medicine is exactly the same as that prescribed by your Doctor. It will, however, assist you to pay less for your medicine.

OVER-THE-COUNTER MEDICATION

Pharmacies/chemists also provide a variety of over-the-counter medications useful for treating colds, headaches, allergies and the like which do not require a prescription. Ask the pharmacist on duty for advice regarding the best medication for your symptoms. Ensure that you advise the pharmacist of any other medications you may be taking. Dental and Optical

Dental and optical health services are not covered by your OSHC unless you take out extra cover. If you need to see a dentist or optometrist you will need to make an appointment (see the Yellow Pages) and pay the full fee of this service.

INTERPRETER SERVICES

We are lucky in Australia to have a variety of healthcare professionals from many different cultural backgrounds, so you may be able to see a doctor who speaks your first language. However, if you are having difficulties communicating with your doctor, the Translation and Interpreter Service (TIS) can be used. For more information visit https://tisnational.gov.au www.homeaffaire.gov.au or phone 131 450


https://tisnational.gov.au/

http://www.homeaffaire.gov.au/

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Medical Facilities in Melbourne CBD

HOSPITALS

RMH City Campus Epworth Freemasons Hospital (Emergency)

Grattan Street, Parkville – 3050 166 Clarendon Street, east Melbourne - 3002

Ph: +61 3 9342 7000 Ph: +61 3 9483 3833

Fax:+61 3 9342 7802

MEDICAL CENTRES

Melbourne North Medical Clinic

605 Elizabeth St, Melbourne VIC 3000

Melbourne – + (03) 9328 3383

X-RAY

Midtown Medical Clinic

Level 4, 250 Collins Street, Melbourne – 3000

Ph.: +61 3 9650 7636

PATHOLOGY

Midtown Medical Clinic Melbourne Pathology

Level 4, 250 Collins Street, Melbourne – 3000 Level 3, 423 Bourke Street, Melbourne - 3000

Ph.: +61 3 9639 4565 Ph.: +61 3 9600 1458 Fax: - +61 3 9600 1025

PHARMACIES

My Chemist Priceline Pharmacy

Shop 3B & 3C, 48 Elizabeth Street 376 Bourke Street

Melbourne – 3000 Melbourne - 3000

Ph.:+61 3 9639 7541 Ph.:+61 3 9602 2834

Mental Health

Being an international student is exciting, but it can also be challenging. We have a designated Student Support Team who can be approached to gain advice on academic and personal issues. The Student Support Team offers professional and confidential advice in areas where they can help. The counselling and support facility provided by ANC is at NO COST to the student. They can also provide links to external sources of support where the ANC is not qualified. ANC provides free referral in case student is referred to use external support services.


https://www.google.com/search?rlz=1C1CHBD_en-GBAU783AU783&ei=pJ1jXbCTJIL59QPGxrHYDA&q=elizabeth%20st%20medical%20centre%20melbourne&oq=medical+centre+elizabeth+st+mel&gs_l=psy-ab.1.0.0i22i30j38.5930.9168..11163...0.2..0.237.1382.0j3j4......0....1..gws-wiz.......0i71j0j0i22i10i30.pNtQALp8hCM&npsic=0&rflfq=1&rlha=0&rllag=-37810173,144959191,847&tbm=lcl&rldimm=3607863079600252605&ved=2ahUKEwjd86-nlKDkAhXVbCsKHUMdBAMQvS4wAXoECAoQKQ&rldoc=1&tbs=lrf:!2m1!1e2!2m1!1e3!3sIAE,lf:1,lf_ui:2

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The Hours of the ANC are:

Monday – Friday: 8.45am – 5.30pm

The Student Support Team details are:

Name Phone Email Address

Ryan Zhang 03 9662 3300 [email protected]

Anna Bahrami 03 9662 3300 [email protected]

Gurpreet Kaur 03 9662 3300 [email protected]

The English support Teacher details are:

Full Name Phone

Amardeep Kaur 03 9662 3300

Melinda Hayes 03 9662 3300

You may contact the Student Support Team and English support Teacher through the reception.

The support services are to be available and accessible for all students studying with the ANC. The ANC will provide students with contact details to refer any matters that require further follow up with relevant professionals. Any referrals are conducted by the ANC at no cost to the student but fees and charges may apply where an external service is used by the student and this should be clarified by the student prior to using such services outside of the ANC.

Besides ANC Support Team there are many general medical practitioners and psychologists that are able to assist you if you are feeling depressed or are suffering from anxiety.

BEYONDBLUE is a national, independent, not-for-profit organisation working to address issues associated with depression, anxiety and related substance misuse disorders in Australia. They have five priorities:

Increasing community awareness of depression, anxiety and related substance misuse disorders and addressing associated stigma.

• Providing people living with depression and their carers with information on the illness and effective treatment options and promoting their needs and experiences with policy makers and healthcare service providers.

• Developing depression prevention and early intervention programs. • Improving training and support for General Practitioners and other healthcare professionals on

depression. • Initiating and supporting depression-related research.

If you need to talk to someone straight away, make an emergency appointment with your local doctor (General Practitioner) - check the WHITE PAGES for the phone number. You can find a General Practitioner in your area who has had extra training in mental health by looking at the beyond blue find a Doctor List.





http://www.beyondblue.org.au/

http://www.whitepages.com.au/wp/

http://www.beyondblue.org.au/index.aspx?link_id=107.1007

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• Contact your local public hospital • beyondblue info line 1300 224 636 • Lifeline - 131 114 • Suicide Helpline Victoria - 1300 651 251 • Kids Help Line (free call) - 1800 551 800 • Mensline - 1300 789 978

To find out what mental health services are available in your area call Lifeline's Just Ask information line on 1300 131 114 (Monday to Friday 9.00 am to 5.00 pm EST). Just Ask can also post you copies of any of beyondblue's fact sheets on depression.

COST OF LIVING

The cost of living tool is designed to help you discover how much it would cost to have the lifestyle you choose in Australia.

You can compare accommodation arrangements, transportation options, entertainment activities and much more.by clicking the link below.

http://insiderguides.com.au/cost-of-living-calculator/


http://insiderguides.com.au/cost-of-living-calculator/

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APPROXIMATE ESTIMATED LIVING COSTS FOR YEAR

To be used a Guide only College and Hostel Private Rent Home Stay

ESTABLISHMENT COSTS (Per Year)

•Bond/Deposit (Refundable)

•Utility connection (telephone)

•Electricity & Gas connection

•Furniture, household Goods

1200

50

800

50

25

1000

Total 1250 1875 ANNUAL COSTS

•Books, Stationery, Equipment.

•Clothes •Accommodation Fee

500

600

13000

500

600 9900

500

600 8800

Total 14100 11000 9900 WEEKLY COSTS

•Food (includes snacks) •Travel

•Gas/Electricity/Water •Telephone (excluding

mobile, internet) •Miscellaneous Expenses: medical, haircuts, movies,

etc.

50 10 40 50

90 20 20 40

50 20 40 50

Total 150 220 160 Annual Total $ 21,950.00 $24,315.00 $16,940.00

Accommodation per year maybe calculated on a 44-week basis. # Private rental apartments are usually let on a 52-week basis and therefore expenses are calculated on a 52-week basis.


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General Item Cost:-

Item Cost Item Cost

Hamburger 6.50 Movie Ticket(Student Concessions)

9.0

Instant Noodle (Single Pack)

090 Shampoo (200 Ml) 3.50

Cup of Coffee 3.50 Tea Bag Pack 2.50

Rice (kg) 3.50 Bread Sliced Loaf 2.50

Milk liter 1.90 Cooked Noodle Bowl 8.00

Apple (kg) 3.50 Pizza Large 9.00

Banana (kg) 3.00 Mineral Water 2.00

Toothpaste 3.00 Coke Soft Drink 2.00

Petrol Unleaded 1.50 Jeans Pant 50-100

LOCAL AMENITIES

Within the immediate vicinity of the ANC the following facilities are available:

Public Transport http://www.ptv.vic.gov.au

Tram Stop http://www.yarratrams.com.au

myki - Public Transport Victoria https://www.ptv.vic.gov.au/tickets/myki/

Post Office 58 Franklin StMelbourne

City of Melbourne Town Hall, 90-120

Swanston Street Melbourne, Victoria

3000, Australia Phone: +61 3 9658

9658 Fax: +61 3 9654 4854

Library State Library of Victoria 328 Swanston Street, Melbourne, Victoria, 3000 Australia. Ph: +61 3 8664 7000

For more information about living in Melbourne please follow the following links:

www.visitvictoria.com www.thatsmelbourne.com.au www.melbourne.citysearch.com.au


http://www.ptv.vic.gov.au/

http://www.yarratrams.com.au/

http://www.visitvictoria.com/

http://www.thatsmelbourne.com.au/

http://www.melbourne.citysearch.com.au/

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SETTING UP A BANK ACCOUNT

You can choose to open an account in any Bank, Credit Union or Building Society in Australia. Do your research to get the best deal.

To open a bank account you will need:

o your passport (with arrival date stamped by Australian immigration) o student ID card o money to deposit into the account (this can be as little as $10)

Anyone who wishes to open a bank account in Australia must show several pieces of personal identification which are allotted a points system. 100 points of identification is required to establish your identity as the person who will be named in the account. Your passport and proof of your arrival date in Australia will be acceptable as 100 points IF you open an account within six weeks of arrival in Australia. After this time you will be required to produce additional documentation. As a student you will be able to open an account with special student benefits. Many banks have ‘Student Accounts’ which contain no or minimal fees for transactions that might normally be attached to regular savings accounts. You will also require the student ID card from your institution to prove you are a student and should have access to the benefits offered by a student bank account. bank account. For a comparison of accounts in banks throughout Australia see:

http://www.banks.com.au/personal/accounts/

Most people in Australia enjoy the convenience of Internet banking and/or Telephone banking, which enables them to manage their money, pay bills etc. from home. At the time you are setting up your account you can request these services from your bank.


http://www.banks.com.au/personal/accounts/

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BANK & ATM LOCATIONS IN MELBOURNE

BANK WEBSITE LOCAL ADDRESS

National Australia Bank

www.nab.com.au

330 Collins Street

Melbourne

(Branch & ATM)

ANZ www.anz.com.au 353 Elizabeth Street

Melbourne

(Branch & ATM)

Commonwealth Bank

www.commbank.com.au

367 Collins Street

Melbourne

(Branch & ATM)

Westpac Bank

www.westpac.com.au

303 Collin Street

Melbourne

(Branch & ATM)

Bank of Melbourne www.bankofmelbourne.com.au 360 Burke Street

Melbourne

(Branch and ATM)

Credit Union Australia

www.cua.com.au

99 William Street

Melbourne

(Branch & ATM)

BANK & ATM LOCATIONS NEAR MY (STUDENT) ACCOMMODATION

Please compile a list of Banks & ATM locations as per you convenience.

BANKING HOURS

Most bank branches are open from Monday to Friday, 9:00am to 4:00pm (except on public holidays). Some branches have extended trading hours during the week and may be open Saturdays (check with your individual


http://www.nab.com.au/

http://www.anz.com.au/

http://www.commbank.com.au/

http://www.westpac.com.au/

http://www.bankofmelbourne.com.au/

http://www.cua.com.au/

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bank). ATMs remain open 24 hours a day. However, you should be aware of your personal safety if accessing cash from an ATM at night in quiet areas where there are not a lot of people around.

BANK FEES Bank fees are the price you pay for the products and services that banks offer. Different banks charge different fees for different products and services, and the best way to find out what fees apply is simply to ask your bank. Any fees that apply to your accounts are fully disclosed in information leaflets and terms and conditions that your bank can provide before you open your account. Some banks waive some fees if you are a full-time student. The way you do your banking may also affect the fees that apply for example: internet banking rather than walking into a branch. If you don’t understand any fee which has been charged, contact your bank.

ACCESSING MONEY FROM MY ACCOUNT

Bank accounts offer lots of options for accessing your money. Some of the most popular options are described below. ATMs (Automatic Telling Machines) ATMs can be used to withdraw cash from an account by using the ATM card which is available with most bank accounts. You can also use ATMs to get an account balance and transfer money into other accounts. Some ATMs also allow you to deposit cash and cheques into your account. Using the ATMs of your bank will generally cost less money than if you use another bank’s ATMs. Fees for using ATMs can vary between banks and between accounts. See also: Using an ATM.

EFTPOS Short for ‘Electronic Funds Transfer at Point Of Sale’, EFTPOS terminals can be found where goods or services are sold, for example, supermarkets, service stations, restaurants, doctors’ surgeries and gymnasiums. You can pay for goods and make payments through EFTPOS using your ATM card, rather than paying with cash. At some stores, when you use EFTPOS you can also withdraw cash from your account at the same time. You should be aware that there are some retailers who put limits on how much cash can be withdrawn which may be dependent on the amount which is spent in the store. When paying by EFTPOS, you also use your PIN to access your account. The same rules apply about keeping the PIN confidential and never handing it over to anyone. Be careful no-one is looking over your shoulder when you enter your PIN. See: Using an ATM.

TELEPHONE BANKING You can use telephone banking to transfer payments to and from accounts, get your account balances, get recent transaction information and pay bills. You will need to register to use telephone banking and will then be given a password or an identification number that allows you to access your accounts over the phone. It’s important never to give your password to anyone else.

INTERNET BANKING Internet banking allows you to view and check your accounts, review recent transactions, apply for loans and credit cards, or transfer money and pay bills – all on-line. Most banks offer Internet banking facilities, but you will need to register with your bank to gain access. You will then be given a password that allows you to use your accounts on-line. Never give this password to anyone else. There are security issues that need to be considered when using Internet banking. It is recommended that you install and keep up-to-date anti-virus software and a firewall, update security patches and be suspicious of emails requesting you to hand over confidential information such as your Internet banking logon password. Your bank


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will never ask you for this information, especially in an email. In addition, many banks publish security guides on their websites and this provides important information on precautions that you can take to protect your information on-line. If you are unsure about any approach that appears to be from your bank to provide personal information. Refuse to provide that information until you can attend your nearest branch to discuss the request over the counter with bank staff. There is no charge for discussing your banking options at a branch.

OVER-THE-COUNTER SERVICE You can also go into a branch of your bank and, with the assistance of bank staff, conduct transactions including withdrawals, deposits, transfers, and account balance checks. If you do not have a branch close by, you may be able to visit an agency of your branch, such as an Australia Post outlet, to conduct certain transactions. Bear in mind that over-the-counter transactions usually incur higher fees than electronic transactions.

PAYING BILLS Most bank accounts offer lots of easy options for paying bills. Transaction accounts with cheque book facilities allow you to pay bills by cheque, and most transaction accounts and savings accounts allow you to pay bills electronically (e.g., using facilities such as telephone banking, Internet banking) and using direct debits. A note of caution on direct debits – they are a convenient way to pay everyday bills, but always make sure you’ve got enough money in your account to cover the cost of the debit. If your pay or allowance goes into your account on a certain date, make sure your direct debit payments are scheduled to come out of your account after your pay goes in, or you might end up with an overdrawn account or a dishonoured payment – both can cost you money.

WORKING WHILE STUDYING 1. Like many international students, you may get a part time or casual job to gain experience in the workplace

or help pay your living expenses while you study in Australia. International students can work up to 40 hours per fortnight while they are studying, and can work full time during their semester breaks.

2. Everyone who works in Australia has the same rights and protections under the law. If you have found a job, you have a right to minimum wage and proper work conditions.

3. You are not permitted to start work until you have commenced your course of study 4. The Department of Home Affairs (DHA) considers your course to be ‘in session’:

o for the duration of the advertised semesters (including periods when exams are being held) o if you have completed your studies and your Confirmation of Enrolment is still in effect o if you are undertaking another course, during a break from your main course and the points will be

credited to your main course.

https://www.studymelbourne.vic.gov.au/employment-and-work/your-rights-at-work

For a full list of mandatory and discretionary student visa conditions please visit https://www.homeaffairs.gov.au/



https://www.homeaffairs.gov.au/

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EARNING AN INCOME

TAXES

If you're enrolled to study in Australia in a course that lasts for six months or more, you're generally regarded as an Australian resident for tax purposes. This means:

• you pay tax on your earnings at the same rate as other residents • you're entitled to the benefits of the Australian tax system, such as

o the tax-free threshold (or part of it, if you're here for only part of the financial year) o tax offsets o Generally lower tax rates than a foreign resident.

Generally Australian residents must declare all income they've earned, both in Australia and internationally, on their Australian tax return. However, as an overseas student you probably have a temporary visa, which means that you may be a temporary resident. For more information, see foreign income exemption for temporary residents.

If you're a temporary resident, most of your foreign income is not taxed in Australia and you don't declare it on your Australian tax return. You only declare income you derive in Australia, plus any income you earn from employment or services performed overseas while you are a temporary resident of Australia.

Taxes are managed through the Australian Taxation Office (ATO). The tax you pay depends on how much you earn.

GETTING A TAX FILE NUMBER

You must obtain a Tax File Number to be able to work in Australia. A tax file number (TFN) is your unique reference number to our tax system. When you start work, your employer will ask you to complete a tax file number declaration form. If you do not provide a TFN your employment will be taxed at the highest personal income tax rate, which will mean less money in your wages each week.

You can apply for your TFN online at www.ato.gov.au, or phone 13 28 61, 8am to 6pm Monday to Friday. For the ATO translating and interpreter service phone: 13 14 50.

TAXATION RETURNS

If you pay too much tax you are entitled to a refund. To get a refund you will need to lodge a tax return. You can lodge online using e-tax (free), by mailing a paper tax return, or by paying a registered tax agent to


https://www.ato.gov.au/individuals/international-tax-for-individuals/in-detail/foreign-income-of-australian-residents/foreign-income-exemption-for-temporary-residents---introduction/



http://www.ato.gov.au/

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complete and lodge the return for you. If you lodge by e-tax your refund will normally be issued within 14 days.

• Lodge online using e-tax at www.ato.gov.au

• For a registered tax agent visit www.tabd.gov.au

• Tax returns are lodged at the end of the Australian tax year – (1 July to 30 June).

KNOW YOUR RIGHTS

The Fair Work Ombudsman website has information about your rights to pay, holidays and time off, other entitlements and what to expect when your job ends.

To find out what you can expect to be paid, look at the pay calculator on The Fair Work Ombudsman website.

Find out about Workplace rights for all visa holders working in Australia on the Department of Home Affairs website.

LEGAL ADVICE ABOUT WORK RIGHTS AT THE STUDY MELBOURNE STUDENT CENTRE

The International Students Work Rights Legal Service offers free, confidential and independent legal advice for international students with work problems (excluding migration), can see a specialist employment lawyer at the Study Melbourne Student Centre every Wednesday and Thursday. The Study Melbourne Student Centre is located at 599 Little Bourke St, Melbourne (close to Southern Cross station).

For more information or to make an appointment email [email protected] or call 1800 056 449 (free call from landlines)


LAWS AND SAFETY IN AUSTRALIA

OBEYING THE LAW

One of the reasons we have such a wonderful lifestyle in Australia is due to our representative democracy, the separation of powers, and our respect for the rule of law. We have a lot of laws in Australia and as a result, society runs smoothly.

In being granted a visa to study in Australia, you signed a document (Australian Values Statement Temporary) agreeing to respect Australian values and obey the laws of Australia for the duration of your stay. Failure to comply with the laws of this land (including State and Territory laws) could result in a fine or the cancellation of your visa and possible deportation back home. If you are convicted of a serious crime, it could result in imprisonment. Nobody wants this to happen!


http://www.ato.gov.au/

https://www.fairwork.gov.au/

https://calculate.fairwork.gov.au/FindYourAward

http://www.homeaffairs.gov.au/Trav/Work/Work/workplace-rights



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You can find a comprehensive outline of Australian law and the legal system at: www.australia.gov.au.

LEGAL SERVICES & ADVICE

If you do break the law are arrested and need to attend a court appearance you will need legal representation to negotiate Australia’s complex legal system.

Referral Services Available Name & Location Contact Phone

Free legal advice

Victorian Legal Aid

350 Queen St.

Melbourne 3000

92690234

Lawyer Lewis Holdway

20 Queen St Melbourne 3000 96299629

PERSONAL SAFETY

When you are out and about it is important to be alert and aware of your personal safety.

If you are going out at night remember: • Think ahead - consider how you are going to get home - what about pre-booking a taxi or arranging transport

with a friend or family member?

• Never hitch-hike.

• Make sure that you stay with your party and that someone knows where you are at all times.

• Make sure you have enough money to get home or to phone.

• Keep away from trouble - if you see any trouble or suspect that it might be about to start - move away from

the scene if you can. The best thing you can do is to alert the police and keep away.

• Walk purposely and try to appear confident. Be wary of casual requests from strangers, like someone asking

for a cigarette or change - they could have ulterior motives.

• Try not to carry your wallet in your back trouser pocket where it is vulnerable and in clear view.

• If you are socialising in a public place never leave your drink unattended. Read about Drink Spiking under

‘Alcohol, Smoking and Drugs’.

If you are out and about:


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• Be alert to your surroundings and the people around you, especially if you are alone or it is dark

• Whenever possible, travel with a friend or as part of a group

• Stay in well-lit areas as much as possible

• Walk confidently and at a steady pace

• Make eye contact with people when walking - let them know that you have noticed their presence

• Do not respond to conversation from strangers on the street or in a car - continue walking

• Be aware of your surroundings, and avoid using personal stereos or radios - you might not hear trouble approaching

• always keep your briefcase or bag in view and close to your body

• Be discrete with your cash or mobile phones

• When going to your car or home, have your keys in your hand and easily accessible

• Consider carrying a personal attack alarm

• If you do not have a mobile phone, make sure that you have a phone card or change to make a phone call, but remember - emergency 000 calls are free of charge.

(Source: Australian Federal Police) PUBLIC TRANSPORT SAFETY

Travelling on public transport should be a safe and comfortable experience. Numerous security measures have been adopted to maximise the safety of travellers including: security officers, police, guards, help points, good lighting and security cameras. Most drivers also have two-way radios and can call for assistance.

BUSES Waiting for a bus: • Avoid isolated bus stops

• Stand away from the curb until the bus arrives

• Don't open your purse or wallet while boarding the bus - have your money/pass already in hand

• At night, wait in well lit areas and near other people

• Check timetables to avoid long waits.

Riding on the bus: • Sit as close to the bus driver as possible

• Stay alert and be aware of the people around you

• If someone bothers you, change seats and tell the driver

• Keep your purse/packages close by your side. Keep your wallet inside a front coat pocket

• Check your purse/wallet if someone is jostling, crowding or pushing you

• If you see any suspicious activity, inform the driver


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TRAINS

Many of the same safety tips when travelling by bus apply for trains. In addition: • Most suburban trains have security cameras installed or emergency alarms that will activate the cameras

• Carriages nearest the drivers are always left open and lit

• Try not to become isolated. If you find yourself left in a carriage on your own or with only one other person

you may feel more comfortable to move to another carriage with other people or closer to the driver.

TAXIS

Travelling by taxi is generally quite a safe method of public transport. To increase your confidence when travelling by taxi, consider the following suggestions: • Phone for a taxi in preference to hailing one on the street. A record is kept by taxi companies of all bookings

made

• You are entitled to choose the taxi/taxi driver of your preference. If a driver makes you feel uncomfortable

you are within your rights to select another taxi

• Sit wherever you feel most comfortable. This may mean travelling in the back seat of the taxi;

• Specify to the driver the route you wish to take to reach your destination. Speak up if the driver takes a

different route to the one you have specified or are familiar with

• Take note of the Taxi Company and fleet number. This will help in identifying the taxi if required. If you

are walking a friend to catch a taxi, consider letting the driver know that you have noted these details e.g.,

"Look after my friend, Mr/Ms Yellow Cab No.436"

• Stay alert to your surroundings and limit your conversation to general topics

• If you don't want your home address known, stop a few houses away from your destination

If the driver harasses you when travelling in a taxi your options include: • Ask the driver to stop. You may choose to make up an excuse to do so;

• Leave the taxi when it stops at a traffic sign or lights

• Call out to someone on the street to attract attention and seek assistance. This may also cause the driver to

stop

• Read out the fleet number and advise the driver you will report him/her if they don't stop

SEXUAL ASSAULT

Sexual assault is a criminal offence. It includes sexual harassment, unwanted touching, indecent assault and penetration of any kind. It is important to remember that it can happen to anyone and at any time but certain precautions may make it more difficult for a possible perpetrator:

• When socialising, be smart. Drink in a way that leaves you in control. Leaving drinks unattended leaves them open to being spiked quite easily.


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• Walk with confidence and purpose. • Avoid lonely or dark places. • Be wary of strangers, whether they are on foot, in cars or at parties. • Be aware of the people around you. • Respect your intuition. • If placed in a situation where you feel uncomfortable say "No!" loudly and with conviction.

WHAT DO I DO IF I AM ASSAULTED?

It is very difficult to tell someone that you have been sexually assaulted. It is important to remember that sexual assault is a serious crime and can happen to people regardless of their gender or sexuality. Your first point of contact, should be the Police or your closest Sexual Assault Service. .

1. From a public phone or mobile phone, ring the police on 000. 2. Do not wash, shower, change clothes or clean up in any way until after talking to the police and going

to the hospital. You could destroy vital evidence. Don't drink alcohol or take tranquillisers or other drugs as you will have to give a clear account of what has happened. Try to remember everything you can about your attacker.

3. Remember, you are the victim. You have nothing to feel guilty or ashamed about. Police officers are aware that a person who has been assaulted, sexually or otherwise, is likely to be suffering from emotional shock. They will do all they can to make things as easy as possible for you. It is likely they will provide a female police officer for a female victim. If not, you have the right to request one. You can also ask the police to contact a friend, family member, interpreter or religious adviser to attend with you when you are dealing with the circumstances surrounding the report of assault.

There are Centre Against Sexual Assault (CASAs) located throughout Melbourne and regional Victoria which provide a range of services in addition to 24 hour emergency or crisis care.

To contact any CASA and the afterhours Sexual Assault Crisis Line (SACL) simply call 1800 806 292, or contact:

CASA House Level 3, 210 Lonsdale Street, Melbourne 3000 Counselling line: 9635 3610, Administration Line: 9635 3600 Email: [email protected]



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CULTURE AUSTRALIAN CULTURE:

SOCIAL CUSTOMS Greeting People

When meeting someone for the first time, it is usual to shake the person's right hand with your right hand. People who do not know each other generally do not kiss or hug when meeting. When you first meet someone, it is polite not to talk about personal matters.

Many Australians look at the eyes of the people they are talking with. They consider this a sign of respect, and an indication that they are listening. Do not stare at the person for a long time.

You can address a new acquaintance using their title and family name. You may use their first name when they ask you to or use it in the introduction. In the workplace and among friends, most Australians tend to be informal and call each other by their first names.

Clothing Customs

The types of clothing that people wear reflect the diversity in our society just as much as the variation in climate. There are no laws or rules on clothing, but you must wear certain clothing for work situations. Most workplaces have dress standards.

Outside of the work situation, clothing is an individual choice; many people dress for comfort, for the social situation or the weather. Clubs, movie theatres and other places require patrons to be in neat, clean clothes and appropriate footwear.

Many Australians live close to the beach and the sea. On hot days, they may wear little clothing on the beach and surrounds. This does not mean that people who dress to go to the beach or swimming have low moral standards. It means that this is what we accept on and near our beaches.

People from other countries can choose to wear their national dress. They may be religious or customary items and include monks' robe, a burqa, a hijab or a turban. As a tolerant society with people from many different cultures, clothing is a part of cultural beliefs and practices that is encouraged.

Polite Behaviour

'Please' and 'thank you' are words that are very helpful when dealing with other people, and buying goods or services. When asked if you would like something, like a cup of tea, it is polite to say, 'Yes please', or just 'please' if you would like it, or 'no, thank you' if you do not. When you receive something, it is polite to thank the person by saying 'thank you'. Australians tend to think that people who do not say 'please' or 'thank you' are being rude. Using these words will help in building a good relationship.

Sometimes a sensitive issue may come up in conversation. Not to talk may seem rude. It is more polite to say 'sorry, it is too hard to explain' than to ignore a question.


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Australians often say, 'Excuse me' to get a person's attention and 'sorry' if we bump into them. We also say, 'Excuse me' or 'pardon me' if we burp or belch in public or a person's home.

You should always try to be on time for meetings and other visits. If you realise you are going to be late, try to contact the person to let them know. This is very important for visits to professionals as you may be charged money for being late or if you miss the appointment without notifying them before the appointment time.

Most Australians blow their noses into a handkerchief or tissue, not onto the footpath. This is also true for spitting. Many people will also say, 'Bless you' when you sneeze. This phrase has no religious intent. Australian Slang

Much common word usage or 'slang' may seem strange to people new to Australia. Slang words start from many different sources. Some words are shortened versions of longer words. Many were expressions already used by migrants who came from the north of England. If you are unsure what an expression means, it is all right to ask the person who said it to explain. Some common expressions are:

• Bring a plate - when you are invited to a party and asked to 'bring a plate', this means to bring a dish of

food to share with your host and other guests. Take the food to the party in any type of dish, not just a plate, and it is usually ready to serve. This is common for communal gatherings such as for school, work or a club. If you are unsure what to bring, you can ask the host.

• BYO - when an invitation to a party says 'BYO', this means 'bring your own' drink. If you do not drink

alcohol, it is acceptable to bring juice, soft drink or soda, or water. Some restaurants are BYO. You can bring your own wine to these, although there is usually a charge for providing and cleaning glasses called 'corkage'.

• Arvo - This is short for afternoon. 'Drop by this arvo,' means please come and visit this afternoon.

• Fortnight - This term describes a period of two weeks.

• Barbeque, BBQ, Barbie - outdoor cooking, usually of meat or seafood over a grill

or hotplate using gas or coals. The host serves the meat with salads and bread rolls. It is common for a guest, when invited to a BBQ, to ask if they should bring anything.

• Snag - The raw type sausages usually cooked at a BBQ. They can be made of pork, beef or chicken. • Chook - The term chook means a chicken, usually a hen. • Cuppa - a cup of tea or coffee 'Drop by this arvo for a cuppa' means please come and visit this afternoon

for a cup of tea or coffee. • Loo or dunny - These are slang terms for toilet. If you are a guest in someone's house for the first time, it

is usually polite to ask permission to use his or her toilet. 'May I use your toilet please?' Some people ask, 'Where's the loo?'

• Fair dinkum - honest, the truth. 'Fair dinkum?' when used as a question means, 'is it really true?' • To be crook - to be sick or ill. • Flat out - busy.


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• Shout - to buy someone a drink. At a bar or a pub when a group of friends meet, it is usual for each person to 'shout a round', meaning buy everybody a drink. Each person takes a turn at buying a 'round'. It is also acceptable to say that you do not drink (alcohol) by saying that you are a 'teetotaller'. This also means you are not obliged to shout.

• Bloke - a man. Sometimes if you ask for help, you may get an answer to 'see that bloke over there'. • How ya goin? 'How are you going?' means how are you, or how do you do? It does not mean what form of

transport you are taking. Sometimes it can sound like 'ow-ya-goin-mate'.

For more information on Australian slang visit: www.cultureandrecreation.gov.au/articles/slang

PUBLIC HOLIDAYS & SPECIAL CELEBRATIONS:

Australians hold certain days each year as special days of national meaning. We may recognise the day with a holiday for everyone or we can celebrate the day as a nation with special events. Most States and Territories observe some of the public holidays on the same date. They have others on different dates or have some days that only their State or Territory celebrates. In larger cities, most shops, restaurants and public transport continue to operate on public holidays. In smaller towns, most shops and restaurants close.

NEW YEAR

Australians love to celebrate New Year. There are festivals, celebrations and parties all over the country to welcome in the New Year. Sydney Harbour and Sydney Harbour Bridge have become synonymous with New Year celebrations in Australia the fireworks display is considered to be one of the best in the world. January 1 is a public holiday.

AUSTRALIA DAY

Australia Day, January 26, is the day we as a people and place celebrate our nationhood. The day is a public holiday. The day marks the founding of the first settlement in our nation by European people.

EASTER

Easter commemorates the resurrection (return to life) of Jesus Christ following his death by crucifixion. It is the most significant event of the Christian calendar.

In addition to its religious significance, Easter in Australia is enjoyed as a four-day holiday weekend starting on Good Friday and ending on Easter Monday. This extra-long weekend is an opportunity for Australians to take a mini-holiday, or get together with family and friends. Easter often coincides with school holidays, so many people with school aged children incorporate Easter into a longer family holiday. Easter is the busiest


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time for domestic air travel in Australia, and a very popular time for gatherings such as weddings and christenings.

Easter Traditions

• Shrove Tuesday or Pancake Day: Shrove Tuesday is the last day before Lent. In earlier days there were many foods that observant Christians would not eat during Lent such as meat and fish, eggs, and milky foods. So that no food was wasted, families would have a feast on the shroving Tuesday, and eat up all the foods that wouldn't last the forty days of Lent without going off.

Pancakes became associated with Shrove Tuesday because they were a dish that could use up perishable foodstuffs such as eggs, fats and milk, with just the addition of flour.

Many Australian groups and communities make and share pancakes on Shrove Tuesday. Selling pancakes to raise money for charity is also a popular activity.

• Hot Cross Buns: Hot cross buns are sweet, spiced buns made with dried fruit and leavened with yeast. A cross, the symbol of Christ, is placed on top of the buns, either with pastry or a simple mixture of flour and water. The buns are traditionally eaten on Good Friday; however in Australia they are available in bakeries and stores many weeks before Easter.

A recent variation on the traditional fruit bun has become popular in Australia. A chocolate version is made with the same spiced mixture, but cocoa is added to the dough and chocolate chips replace the dried fruit.

• Easter Eggs: Eggs, symbolising new life, have long been associated with the Easter festival. Chocolate Easter eggs are a favourite part of Easter in Australia. Some families and community groups organise Easter egg hunts for children in parks and recreational areas. Easter eggs are traditionally eaten on Easter Sunday, however stores start stocking Easter treats well before the Easter holiday period.

• The Easter Bunny: Early on Easter Sunday morning, the Easter Bunny 'delivers' chocolate Easter eggs to children in Australia, as he does in many parts of the world.

The rabbit and the hare have long been associated with fertility, and have therefore been associated with spring and spring festivals. The rabbit as a symbol of Easter seems to have originated in Germany where it was first recorded in writings in the 16th century. The first edible Easter bunnies, made from sugared pastry, were made in Germany in the 19th century.

ANZAC DAY


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Anzac Day is on April 25 the day the Australian and New Zealand Army Corps (ANZAC) landed at Gallipoli in Turkey in 1915 during World War 1. This day is set apart to hold dear the memory of those who fought for our nation and those who lost their life to war. The day is a public holiday. We remember with ceremonies, wreath laying and military parades. You will find that many towns have an ANZAC Day parade and ceremony culminating in the laying of memorial wreaths at a monument or war memorial. These services can be very moving and a wonderful way of experiencing some Australian National pride, as the memories of our fallen soldiers are commemorated. Many Australians attend the National War Memorial in Canberra, or a War Memorial in one of the Capital Cities around Australia for either the traditional “Dawn Service”, which commemorates the landing of the ANZACS at Gallipoli in the dark and dawning of that day, or another service usually commencing around mid-morning with a parade of returned armed forces representing all Australians

who have fought in war. As Australia is such a multi-cultural country, these days it is common to see many other countries also represented in these parades.

ANZAC Day is the only day of the year where it may also be possible to attend an RSL (Returned Servicemen’s League) Club to experience a traditional game of “TWO-UP”. A game of chance played by the ANZACS where money is waged on the toss of three coins for a resulting combination of 2 out of 3 being either heads or tails. RSL clubs are crammed with returned soldiers and their families and friends on this day, the atmosphere is one of “mate-ship” and friendliness to all and the experience of a game of two-up is a memorable one.

LABOR DAY

Labor Day is celebrated on different dates throughout Australia. As elsewhere in the world, Labor Day originated in Australia as a means of giving ‘working people’ a day off and recognising the roots of trade unionist movements and workers’ rights. (Please refer to List of Public Holiday-for the calendar year) QUEEN’S BIRTHDAY

The Queen's Birthday holiday celebrates the birthday of Queen Elizabeth II who is not only Queen of the United Kingdom but also Queen of Australia, where the Queen's Birthday is a public holiday celebrated on a Monday but on different dates. Having the Queen's Birthday on a Monday, results in a three-day long weekend.

MELBOURNE CUP DAY The Melbourne Cup is a 2 mile international horse race run on the first Tuesday of November each year attracting the finest racehorses from around the world. Known as the “race that stops a Nation” due to a Public Holiday being declared in metropolitan Melbourne in its home State of Victoria, and most of the nation whether at work, school or home, stopping to watch the race broadcast on television. In other places, and mainly in the workplace, many people have a celebratory “Cup Day Breakfast”, lunch, party or barbeque to celebrate Melbourne Cup. It is traditional to run a “Cup Sweep” where everyone wages an amount per horse to create a total prize pool. The names of the horses entering the race are drawn and matched one by one to the list of people waging money. After the race is won, the prize pool is divided into amounts for 1st, 2nd, & 3rd, and


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usually a small amount for last place, or horses scratched due to injury just before the race. The Melbourne Cup forms part of the “Spring Racing Carnival” which attracts celebrities from around the world. Women dress in their best outfits; hats are definitely the order of any day, gentlemen in suits of all sorts, and assorted other costumes. It’s a very colourful time to be in Melbourne.

CHRISTMAS

Christmas is celebrated in Australia on 25 December. Christmas is the celebration of the birth of Jesus Christ. Christians believe that Jesus is 'the son of God', the Messiah sent from Heaven to save the world.

The heat of early summer in Australia has an impact on the way that Australians celebrate Christmas and our English heritage also has an impact on some northern hemisphere Christmas traditions which are followed.

In the weeks leading up to Christmas houses are decorated; greetings cards sent out; carols sung; Christmas trees installed in homes, schools and public places; and children delight in anticipating a visit from Santa Claus. On Christmas Day family and friends gather to exchange gifts and enjoy special Christmas food. Australians are as likely to eat freshly caught seafood outdoors at a barbeque, as to have a traditional roast dinner around a dining table.

Many Australians spend Christmas out of doors, going to the beach for the day, or heading to camping grounds for a longer break over the Christmas holiday period. There are often places which have developed an international reputation for overseas visitors to spend Christmas Day in Australia. One such example is for visitors who are in Sydney at Christmas time to go to Bondi Beach where up to 40,000 people visit on Christmas Day.

Carols by Candlelight have become a huge Christmas tradition in Australia. Carols by Candlelight events today range from huge gatherings, which are televised live throughout the country, to smaller local community and church events.

Christmas in Australia is also associated with two major sporting events:

• The Boxing Day Test: December 26 is the opening day of the traditional 'Boxing Day Test' at the MCG (Melbourne Cricket Ground) between the Australian Cricket Team and an international touring side. It is the most anticipated cricket match each year in world cricket, and tickets are usually sold out months in advance.

• The Sydney to Hobart Yacht Race: the “Sydney-to-Hobart” is Australia’s most prestigious yachting race and on the calendar of international yacht racing, and begins 26 December in beautiful Sydney Harbour.


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SPORTS & RECREATION:

Melbourne is the sports capital of Australia. It hosts many world class events, including Australian Open Tennis in January, Australian Formula One Grand Prix in March, Australian Rules Football in Winter and the Spring Racing Carnival – Melbourne Cup in October and November

Melbourne is also a home to many world-class sporting facilities including Melbourne Cricket Ground (MCG), Etihad Stadium (formally known as Telstra Dome), Caulfield Race Course & Flemington Race Course etc. ENTERTAINMENT:

Melbourne is a vibrant city with an exciting nightlife. Whether it's clubbing until dawn at dance venues, catching a cabaret show or a visit to the Crown Entertainment Complex, home to Australia's largest casino, cinemas, discos and designer stores there is something for everyone. Melbourne has a strong bar culture and bars can be found all over Melbourne.

Crown Entertainment Complex Crown is Melbourne's premier entertainment venue, it is located on the Southern bank of the Yarra River. Crown houses bars, restaurants, nightclubs, shows, hotels and shopping with the centre piece being the Crown Casino. Read more about Crown Entertainment Complex. South Bank Southbank Promenade along the Yarra River is one of Melbourne's most popular dining precincts. There are a broad range of cafes and restaurants, most with alfresco dining so you can take in the beautiful Melbourne skyline. There is always something to see along the promenade including buskers and street theatre. There are also trendy arcades with little boutiques and galleries.

Victorian Arts Centre This is Melbourne's leading performing arts complex and is recognisable for the iconic spire atop the Theatres building. It's comprised of many Theatres, studios and entertainment venues. Read more about Victoria Arts Centre.

EATING OUT:

Melbourne is regarded as a food-lover’s capital. Whatever your preference for dining, Melbourne has many excellent restaurants, cafes, bars and more to offer. There are thousands of places to eat in the city and throughout the suburbs. Many restaurants are open all days, other may only open for lunch and dinner or some for breakfast or lunch. Depending on the restaurant you may need to make a reservation as some very popular restaurants are often booked out weeks in advance. Generally, cafes are more casual and you may usually walk off the street and get a table.

Some restaurant in Melbourne are ‘BYO’ (bring your own). This means you can bring your own alcohol – usually limited to bottles of wine. You are then charged ‘corkage’, which is a small fee added to the bill for this service. Smoking is banned by law in all restaurants and cafes or anywhere food is served. The exception to this is outdoor dining.


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WHERE TO FIND OUT WHAT’S GOING ON:

For a full list of events and to find out more, go to www.visitvictoria.com or call the Victorian Tourist Information Service on 132 842. Other sites for more comprehensive listings and information about what’s happening in Melbourne include:


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Studying at ANC

Important Information

www.anc.vic.edu.au



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VOCATIONAL EDUCATION & TRAINING

Introduction

The VET sector provides training and education for specific vocational purposes. Primary and secondary schooling concentrates on generic skills and knowledge development and the university sector provides broad skills and knowledge for professional work or study. In contrast, the VET system caters for the majority of the population who need vocational skills for work and life.

Vocational skills include technical knowledge and broad process skills. These are called competencies – that is, skills and knowledge applied in a work context. For those who work in the VET system, it is important to recognise the importance of two major initiatives, the Australian Quality Training Framework and Training Packages.

Please refer to the following website for further information www.asqa.gov.au ; www.training.gov.au

The information provided in this brochure was correct at the time of printing and may be subject to change.

Please contact ANC at +61-3-9662 3300, direct to confirm information.

For more info check the details at www.anc.vic.edu.au or e-mail [email protected]

The Office Hours are:

Monday – Friday 8.30am – 5.30pm

* You may contact the English Support Teacher through the Student Administration.

Details of Student Support Team are on page no 12 of this handbook.

ENTRY REQUIREMENTS International Students Age Requirements ANC has a requirement that all students must be over 18 years of age at the commencement of course. Academic Requirements To gain entry to this course, applicants should have successfully completed home country equivalent qualification to: Australian Year 11 or higher for entry to Certificate III and IV level course Australian Year 12 or higher for entry to Diploma and Advanced Diploma level course

For further information, refer to the Equivalent Qualifications on the Victorian Curriculum and Assessment Authority (VCAA) website: http://www.vcaa.vic.edu.au/Pages/vce/vcerecognition/equiquals/ equivalentquals.aspx English Language Requirements All International Students applying for courses at ANC must have a minimum English Language proficiency level of one of the below: You should qualify in ANY ONE (1) of the following: IELTS overall band of 5.5 or equivalent; TOEFL iBT test score band of 46 equivalent or above;


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PTE Academic band score 42 equivalent or above; Cambridge English Advanced (CAE) test score band of 162 equivalent or above; OET score band Pass equivalent or above; Successful completion of Senior Secondary certificate of education in Australia conducted in medium

of English; Completion of a full time Certificate III level course or above in Australia; English as the first language; Satisfactory completion of the EAL course or ELICOS course at the appropriate level; OR Any other form of assessment or test that satisfies the Institution.

Domestic Students Minimum education of Year 11 to Certificate courses and Year 12 for Diploma and Advanced Diploma.

Relevant work experience will be acknowledged and taken into consideration. Proficient literacy and numeracy skills. A satisfactory outcome of interview with authorized ANC Staff or representative. Mature age students with relevant experience are welcome to apply.

Course Specific Entry Requirements Please refer to individual Course Brochure for Course Specific Entry Requirements.

UNIQUE STUDENT IDENTIFIER From 1 January 2015, students undertaking nationally recognised training delivered by a registered training organisation will need to have a Unique Student Identifier (USI). This includes studying at TAFE or with a private training organisation, completing an apprenticeship or skill set, certificate or diploma course A USI gives student access to their online USI account, which is made up of ten numbers and letters. It will be alpha numeric. A USI account will contain all students nationally recognised training records and results from 1 January 2015 onwards. Student results from 2015 will be available in their USI account. When applying for a job or enrolling in further study, students often need to provide their training records and results. One of the main benefits of the USI is that they will have easy access to their training records and results throughout their life. Student can access your USI account online from a computer, tablet or smart phone anywhere and anytime.

COURSE CONTENTS, MODES OF STUDY AND ASSESSMENT The study period is defined as a semester. There are 2 study periods in a year each comprising of 20 weeks of teaching. Class refers to the allocated study hours to an International student, which is 20 hours face-to-face learning per week. For each courses delivered at ANC, students are given a timetable that allocates units for each 20 weeks period of teaching. ANC has documented training and assessment strategies for each course. These are continuously reviewed, in consultation with industry and improved to ensure that it meets the requirements of the relevant training package or VET accredited courses.


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COURSE CREDIT ANC recognises AQF and VET qualifications and VET statements of attainment issued by any other RTO. Students can apply for course credit/s. ANC will process and give student a record of the course credit/s. Course credit/s may lead to a shortening of a student’s course duration. RECOGNITION OF PRIOR LEARNING Students having a significant amount of training and/or work experience within the field that is relevant to a course may be eligible for Recognition of Prior Learning (RPL). Students must complete an application form for RPL and attach supporting evidence as required. This evidence must be clearly identifiable, and support the applicant’s case for Recognition of Prior Learning by addressing the relationship of evidence with each Unit of Competency. Application for RPL includes a fee of $200AUD per unit of competency. For detailed information, refer to ANC’s Course Credit Policy on ANC’s website. RESPONSIBILITIES OF STUDENTS Understand the requirements of a unit of competency in order to be deemed as Competent. Seek assistance and advice from trainers in relation to problems in meeting assessment timeframes,

extensions, re-submissions and any special considerations such as illness. Follow requirements of assessment items and submission guidelines Avoid plagiarism, cheating or collusion. Accept fair, helpful and timely feedback on assessment items including evaluation of performance and

progress in a unit of competency. Be aware of Institute’s policy and procedures. Abide by Student Code of Conduct.

ASSESSMENT OUTCOME Assessment Outcome is recorded for each Unit of Competency. In this process, the outcome of each individual assessment item is identified and the overall assessment decision is recorded as either COMPETENT or NOT YET COMPETENT. Competent [C]

To achieve Competent [C], the student must have satisfactorily completed ALL the assessment items related to a Unit of Competency. NOT YET COMPETENT [NYC] Student is Not Yet Competent [NYC] in a Unit of Competency, if one or more assessment items for that Unit of Competency was unsatisfactory. RE-SUBMISSIONS Assessment items can be assessment tasks, projects, case study, Written activities or relevant field placement for any unit. Students are given the opportunity to resubmit their assessment items in class. While student have resubmitted their assessment items up to three (3) times and is still unsatisfactory then they will need to be re-assessed. Students must complete a request form for re-assessment. If a student needs to repeat a learning of the unit, then student will be charged accordingly. RECORDING Student must use Assessment Cover Sheet and Feedback Form to attach their assessment items before submitting it to the Trainer/Assessor.


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Trainer/Assessor must use Assessment Outcome Record Sheet to record the student’s assessment outcome for a Unit of Competency. ANC Academic Staff use Student Record Management System to enter the student’s assessment outcome. Students will be able to view their assessment outcome record using Student Record Management System through the Student Portal. EXTENSIONS Extensions refer to an extended time-period granted by the Trainer/Assessor for a student to complete an assessment item.

Students who require extension of time to complete an assessment item must seek approval from the Trainer/Assessor in class. ASSESSMENT APPEALS If a student is Not Yet Competent (NYC), student may appeal against the decision made on Assessment Outcome. For that, student needs to submit an Appeal Form to the Director of Studies. The process commences within 10 working days of lodgement of appeal. For more information refer to: ANC Complaints & Appeals Policy & Procedures

PROCEDURE FOR RE-ASSESSMENT a) Student submits an Appeal Form to the Director of Studies. The process commences within 10 working

days of lodgement of appeal. b) The Director of Studies schedules a meeting with the student. c) On meeting with the student the Director of Studies negotiates a reasonable time frame for re-assessment. d) Director of Studies will then allocate a Trainer/Assessor to conduct re-assessment. e) If a student needs to repeat a unit, the Director of Studies will then allocate a class for a student to come

in and study. f) For more information refer to: ANC Complaints & Appeals Policy & Procedures

PLANNING & CONDUCTING ASSESSMENTS POLICY / PROCEDURE PLANNING:

When planning an assessment activity, the assessor needs to ensure: • The student is ready for assessment. • The assessment tools or materials have been trialled with an appropriate sample of people in advance • Assessment procedures have been ratified with appropriate personnel in the industry / workplace or

training organisation where appropriate. • Reasonable or allowable adjustments have been made to the assessment • All appropriate personnel are advised of the assessment.


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PREPARING: When preparing the student, the assessor needs to ensure:

• The context and purpose of assessment have been agreed with the student • The student has seen the assessment plan and any other appropriate documentation • The relevant performance standards have been provided and explained to the candidate • The assessment procedure and expectations of the student have been clarified and agreed between

student and assessor • Any legal or ethical responsibilities associated with the assessment are explained to the student or

other relevant parties • The appeals process is explained to the student • Information is conveyed using language and techniques to communicate effectively • With the student and other relevant parties • The need for any additional evidence gathering is identified.

CONDUCTING When conducting the assessment activity, the assessor needs to ensure:

• The assessment is conducted in accordance with the assessment plan • Evidence specified in the assessment procedure is gathered using the agreed tools or materials • Evidence is gathered in accordance with reasonable or allowable adjustments where applicable • Evidence is evaluated in terms of validity, authenticity, sufficiency, currency, and consistency • Evidence is evaluated according to the elements, performance criteria, and evidence guide from the

unit/s of competency, all four dimensions of competency, the key competencies, and the ability to transfer and apply skills and knowledge to new contexts

• Assistance from more experienced assessors or industry experts is sought if appropriate • The assessment decision is made in accordance with the specified criteria. The evidence is

documented and recorded appropriately, in accordance with the ANC policy

FEEDBACK While providing the feedback, assessor needs to ensure:

• Clear and constructive feedback is given to the student using appropriate language and strategies • Feedback includes guidance on overcoming gaps in competency or further goals or training

opportunities if appropriate • The student is given information on reassessment opportunities and the appeals process • Any assessment decision dispute is reported to the appropriate personnel within the ANC.

APPEALS POLICY ANC has an Complaint and Appeals Policy which allows students to challenge the assessment decision and enables them to be reassessed. The grounds for an appeal are:

• The judgement as to whether competency has been achieved and demonstrated was made incorrectly, and

• The judgement was not made in accordance with the assessment plan.


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RECORDING • When recording results, the assessor needs to ensure: • Assessment results are recorded accurately and follow ANC record keeping policies and procedures • Confidentiality of assessment outcomes is maintained • Appropriate documentation (e.g. Training Record Book and/or evidence pro-forma) is completed.

REVIEWING When reviewing the assessment activity, the assessor needs to ensure:

• The student’s feedback on the assessment activity is sought • Positive and negative features experienced in conducting the assessment are conveyed to those

responsible for the assessment procedure • Suggestions for improving the assessment process are made to appropriate personnel or changes are

made to the assessment process and materials for future students. • Validation and moderation processes are implemented in accord with ANC policy.

FACILITIES AT ANC ANC is centrally located in the heart of Melbourne city right in the vicinity of the Melbourne icons, the Flinders Street Station and St Paul Cathedral. Melbourne is a great place to live and study. Melbourne has been consistently ranked as ‘The world’s most liveable city’ by the economist intelligence unit (UK). In 2000 Melbourne was accredited as a ‘Safe Community’ by the world health organization – the first Australian capital city to achieve this standing. Melbourne’s residents represent 140 nationalities and speak 151 languages. Thirty per cent of Melbourne’s population was born overseas and Melbourne has the largest population of International students in the country. ANC is conveniently located to the public transport; major Local Train/Tram stops are door steps away.

There are banks, cafes, restaurants, food courts, parks, libraries, nightclubs, cinemas, shopping arcades, news agencies, supermarkets, travel agencies and a lot more in the close proximity of the Institute.

Students have access to modern computer lab to facilitate their learning outcomes. The learning and assessment resources are designed to meet specific learner’s needs and standards expected by the industry.

ANC has spacious classrooms fully equipped with the latest technologies including data projectors, overhead projectors, etc. and a library.

Students are provided a caring supportive environment by our multilingual and multicultural staff. Our staff is always willing to offer their support and advice to students to assist them with their personal problems.

The academic staffs is always there to help the students with complete academic support by providing help with academic work i.e. working on assessment items, making presentations, communication and research techniques.


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TUITION FEES Fees are subject to change with prior notice. ANC will not change tuition fee stated in the student’s Enrolment Acceptance Agreement as long as the student completes the course within the agreed expected course end date. With the exception of granting RPL and/or credit transfer, there is no provision for a student to reduce their course fees on their Enrolment Acceptance Agreement. ANC may at its discretion vary this condition. Tuition Fees must be paid prior to course commencement or in accordance with the agreed Payment Plan. Student must pay fees in the designated bank accounts of ANC or in person at ANC campus. ANC is not liable for any tuition fee and non-tuition fees paid to the education agent or any third parties.

ANC will not issue any qualification prior to the full payment of any fees and charges applicable to that course. ANC may at its discretion vary this condition.

ANC reserves the right to suspend or cancel student’s enrolment in the event that the student fails to pay any part of the tuition fee as and when it becomes payable.

In case of student default, the tuition fee that needs to be paid by the student is calculated according to the Calculation of Fees and Refunds Table in this document.

Where Overseas Student Health Cover (OSHC) Fee applies, OSHC receipts and refunds will be provided by the OSHC provider. INCLUSIONS AND EXTRAS:

ANC is entitled to charge fees for services provided to students.

ANC’S TUITION FEE COVERS: • Administration of the course; • Access and use of ANC’s facilities; • Training and Assessment services (up to 2 resubmissions/reassessment of assessments); • Support services; and • Issuing of a student’s certificate or Statement of Attainment*.

*Subject to competency of one or more units of competency being completed and the course fee being paid in full.

The course materials that ANC provides to the student will become their property. However, the content of the course materials, including copyright and all other such intellectual property rights contained therein, remain the property of ANC or a nominated author/publisher.

ANC’S TUITION FEES DO NOT COVER:

• Enrolment Fee; OSHC; material and equipment fee; uniform and personal protective equipment fee; • Any postage requirements to ANC, e.g., posting of completed assessments for marking, letters and

certificates; • Excursions if they arise; • Replacing issued documents which the student has lost or damaged; and • Any additional assessment requirements (beyond the 2 included resubmissions/reassessment of

assessments).


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OTHER COSTS (As Applicable):

Particulars Amount Enrolment Fee $200 RPL Assessment per unit $200.00 Credit Transfer No Charge Re-submission of Assessment No Charge Reassess study outcome / Reassessment No Charge Relearning of a unit Half of Study period fees as per the offer letter Appeal Fees Nil Change of Course No Charge Interim Academic Transcript No Charge Payment by Telegraph Transfer (TT) $22 Late Submissions of the Assessment $100 Excursion Fees No Charge

Particulars Amount

Certificates/Testamur on Completion No Charge Issuance of ‘Statement of Attainment’ No Charge Issuance of Replacement Qualification $50.00 Deferral of study No Charge Replacement Student ID $20.00 Late Payment of tuition fees $20.00 Student Photocopying 10c Per Page Student Printing 10c per Page Payment by Major Credit Cards/EFTPOS No Surcharge

REFUNDS AND WITHDRAWAL

This document includes a plain English explanation of what happens in the event of a course not being delivered, including the role of the Australian Government Tuition Protection Service (TPS).

In the case of provider default, ANC will fulfil its obligation under the ESOS Act and Tuition Protection Service (TPS).

In the case of student default, the amount to be refunded by the ANC is calculated according to the Calculation of Fees and Refunds Table in this document.

The refunds must be calculated in accordance with the Legislative Instrument made under section 47E – the Education Services for Overseas Students (Calculation of Refund) Specification 2014.


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This document describes processes for claiming a refund.

ANC will only pay a refund to the student; or to a person nominated by the student only when written authorisation is given by the student in favour of another party. Student unsatisfied with refund or the processes for claiming a refund have rights to make complaints and seek appeals of decisions internally and externally according to ANC Complaints and Appeal Policy, Procedures and Process.

This written agreement between ANC and a student, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the student to take action under the Australian Consumer Law if the Australian Consumer Law applies.

ANC must retain records of all written agreements as well as receipts of payments made by students under the written agreement for at least 2 years after the person ceases to be an accepted student.

PROCESS OF CLAIMING REFUND

In the case of provider default, ANC will fulfil its obligation under the ESOS Act and Tuition Protection Service (TPS). In the case of student default, the amount to be refunded by the ANC is calculated according to the Calculation of Fees and Refunds Table in this policy. The refunds must be calculated in accordance with the Legislative Instrument made under section 47E - the Education Services for Overseas Students (Calculation of Refund) Specification 2014. This document describes processes for claiming a refund. ANC will only pay a refund to the student; or to a person nominated by the student only when written authorisation is given by the student in favour of another party. Student unsatisfied with refund or the processes for claiming a refund have rights to make complaints and seek appeals of decisions internally and externally according to ANC Complaints and Appeal Policy, Procedures and Process. This written agreement between ANC and a student, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the student to take action under the Australian Consumer Law if the Australian Consumer Law applies. ANC must retain records of all written agreements as well as receipts of payments made by students under the written agreement for at least 2 years after the person ceases to be an accepted student. STUDENT WITHDRAWL BEFORE COMMENCING ANY COURSE AT ANC Where the student notifies of cancellation before commencing any course at ANC, written notification must

be provided to ANC. In this case: • Enrolment fee – No refund • Airport pickup – Full refund • Accommodation placement – No refund • Equipment fees, uniform and material fees – Full refund • OSHC – Per OSHC provider conditions • Tuition fee – Refer to Calculation of Fees and Refunds Table

STUDENT WITHDRAWL FROM THEIR STUDIES AFTER COMMENCEMENT:


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Student must notify ANC of their intention to withdraw from their current course at least two weeks prior to the start of their next semester. Student failure to notify ANC two weeks prior to their next semester start date will be liable to pay whole semester tuition fees of their following semester. Student must pay any outstanding tuition fee balance of their previous semester before withdrawing from their studies. Where the student withdraws after commencing studies at ANC, written notice must to submitted completing ANC’s Application to Defer, Suspend or Cancel Enrolment Form indicating courses to be cancelled, signed and dated by the student and marked as received by ANC.

• Enrolment Fee – No refund • Airport pickup – No refund • Accommodation placement – No refund • Equipment, uniform and material fees – No refund • OSHC – Per OSHC provider conditions • Tuition fee – Refer to Calculation of Fees and Refunds Table

Where student requests for deferment after commencing studies at ANC that is more than one semester, it will be treated as student’s withdrawal from the current semester. The student is required to pay fee incurred for the current semester and re-enrol after the deferment period paying the respective tuition fees again. The non-refundable portion of the fees is kept by ANC to offset the administrative costs incurs explicitly while delivering services to international students in compliance with the ESOS Act and the National Code 2018. If a student cancels or withdraws from a course, the loss of revenue is incredibly high, can be higher if ANC is unable to recruit another student in the place of withdrawing student due to a shorter timeframe. Thus, in all circumstances, except for visa refusal, ANC will deduct certain percentage or demand student to pay tuition fees for the whole semester.

If tuition fees remain outstanding, ANC reserves the right to withhold any Certificates and Records of Results achieved by the student.

1) REFUNDS BASED ON STUDENT APPLICATIONS: All applications for refund must be made in writing by way of the ‘Application for Refund’ form and submitted to the ANC Campus Reception or via email completed form attachment to: [email protected] All applications for refunds are to be processed by the ANC Staff within 4 Weeks from the receipt of student’s written notification of cancellation/withdrawal only if the supporting documents have been validated during this timeframe. Please note the following points related to all refunds applications received by ANC:

1. The student only must complete ANC Application for Refund form. Refund requests made by any other person or submitted by other means will not be considered.

2. Education Agents are not authorised to receive or deal with refund requests from students

3. Proof of identification is required to be submitted with all refund applications

4. Refunds will be sent to the bank account nominated by student in writing as part of their refund request.



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5. ANC will not take responsibility for delays or expenses caused by student advising wrong account details

6. Under banking regulations, if a student has made payment using a credit card any refund must be credited to the original credit card.

7. ANC is unable to refund any applicant in any currency other than the Australian Dollars

8. Date of cancellation/withdrawal is the date written request received by ANC.

9. Without proof of Visa refusal by the Australian Government Department, no refund will be issued.

10. Refund will only be calculated, if fees are received by ANC in respect of the student.

11. Depending on the date of student’s request for cancellation or withdrawal, the student may be still liable for fees and not eligible for refund.

12. There are no refunds associated with material and resources fees, e.g. uniforms, consumables etc.

13. Please refer to OSHC provider for refunds directly regarding Compulsory Health Insurance (Student Visa Holders only).

14. Refunds are paid to the student; or to a person nominated by the student only when written authorisation is given by the student in favour of another party.

15. ANC is not responsible for delays caused by the financial institutions in the money transfer.

16. All fees incurred by financial institutions in the money transfer process is the responsibility of the student, and where possible will be pre-deducted from the calculated refund amount.

17. Student can appeal ANC’s decision taken on their refund application internally and externally through ANC’s Complaint and Appeal Policy, Procedures, and Process.


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The assessment of refund applications shall be granted as indicated below:

CALCULATION OF FEES AND REFUND TABLE

Student Default Circumstances Calculation of Fees Calculation of Refund

Student visa refused

Student fails to start a course due to visa refusal (before agreed start date)

ANC will retain on the account of administrative cost: either 5% of each course fees (Tuition fees + Non-tuition fees); or $500; whichever is less.

Refund course fees (tuition and non-tuition fees) less 5%; or $500; whichever is less

Student’s application for student visa renewal got rejected or refused after agreed start date

ANC will retain weekly tuition fees for part of the course that has already been delivered to the student before the day student‘s application for student visa renewal got rejected or refused.

Refund tuition fees for part of the course that has not been delivered to the student after the day student‘s application for student visa renewal got rejected or refused. Non-tuition fees are non-refundable.

Student visa cancelled

Student’s visa got cancelled due to student actions including breach of student visa conditions or holding any other types of visa including permanent residence

Full semester tuition fees for the whole duration of the current semester is payable.

No Refund.

Cancellation requests before agreed start date

Student’s notification of cancellation in at least 10 weeks prior to agreed start date

ANC will retain on the account of administrative cost: 10% of the first semester tuition fees.

Refund tuition fees less 10% of first semester tuition fees. Non-tuition fees are non-refundable.







Student’s notification of cancellation in less than 2 weeks prior to agreed start date

Full semester tuition fees for the whole duration of the first semester is payable.

No Refund


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Cancellation requests after deferment of commencement

Student’s notification of cancellation of his/her course after the deferment of commencement date in a student’s original eCoE in which visa was granted.

Full semester tuition fees for the whole duration of the first semester is payable.

No Refund

Cancellation requests in consecutive courses

Student’s notification of cancellation in succeeding course enrolled

ANC will retain deposit paid towards succeeding course enrolled.

No Refund.

Non-commencement

Student failed to commence his/her first course without prior written notification

ANC will record a Credit Note against the student as to honour the fees paid in that course. This Credit Note is valid for a year from the date issued and is not transferable to any other course. It is neither redeemable for cash nor refundable in full or in part for any reason.

No Refund.

Student failed to commence his/her succeeding course without prior written notification

ANC will retain deposit paid towards succeeding courses enrolled.

No Refund

Student failed to satisfy condition of a conditional CoE including English language proficiency requirements and Course specific entry requirements.

ANC will retain deposit paid towards courses enrolled.

No Refund


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Provider Default Circumstances

ANC is unable to provide the course for which the original offer was made

ANC Will refund if any unspent course fee (Tuition fee) received by the ANC in respect of the student within 14 days

Course withdrawn by ANC ANC Will refund if any unspent course fee (Tuition fee) received by the ANC in respect of the student within 14 days

Withdrawal requests after course has started

Student’s notification of withdrawal from the course in at least two weeks prior to the start of his/her next semester.


No Refund

Student’s notification of withdrawal from the course after two weeks prior the start of his/her next semester.

Full semester tuition fees for the whole duration of the next semester is payable.

No Refund

Student’s notification of withdrawal from the course during his/her study


No Refund

Student withdraws after his/her course has started without notification

Full semester tuition fees for currently studying course is payable.

No Refund

Withdrawal during deferment or suspension of studies

Student notification of withdrawal from the course during deferment or suspension of studies


No Refund

Other circumstances

Student expelled for breach of ANC student code of conduct including submitted fraudulent documents or misleading information


No Refund

Student failed to disclose previous visa refusal / cancellation or makes false declaration on the application


No Refund


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DEFINITION OF TERMS USED IN REFUND TABLE ABOVE:

Course fees The total amount of fees including pre-paid tuition fees and non-tuition fees. Weekly tuition fees

A daily tuition fee is calculated outcome of total tuition fees for the course divided by number of calendar days in the course. Then, to get weekly tuition fees simply multiply the outcome by 7.

Non-tuition fees

Enrolment Fee; OSHC Fee; Fees to cover textbooks or uniforms, which student use while they study the course.

Tuition fees A Semester is study period comprised of 20 weeks of teaching. Tuition fees are charged in full for each semester and must be paid according to the Enrolment Acceptance Agreement.

Deposit Any monies paid to confirm the student’s enrolment in succeeding courses; concurrently with or after signing the Enrolment Acceptance Agreement.

Agreed start date

Agreed start date means the day on which the course is scheduled to start or a day agreed between ANC and the student as per student’s eCoE.

APPEALING REFUND DECISIONS:

Student can access ANC’s internal complaints and appeals processes at no cost if he/she wish to appeal ANC’s decision taken on his/her refund application.

Student can complete ANC Complaint and Appeal form and submit it to the ANC Campus Reception within 20 working days from the decision taken on his/her refund application, to begin appeal resolution process.

2) REFUNDS DUE TO NON-DELIVERY OF COURSE BY ANC (PROVIDER DEFAULT):

Under section 46A of the ESOS Act a registered provider defaults, in relation to an overseas student or intending overseas student and a course at a location, if:

• the provider fails to start providing the course to the student at the location on the agreed starting day; or

• after the course starts but before it is completed, it ceases to be provided to the student at the location; and the student has not withdrawn from the course before the default day.

Refunds under the above conditions will be paid to student if any unspent tuition fees.

ANC may arrange within 14 days for another course, or part of a course, to be provided to students at no (extra) cost to the student as an alternative to refunding course money. Please refer to the information under Tuition Protection Service.


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FURTHER INFORMATION: Tuition Protection Service (TPS) - Refer to www.tps.gov.au for detailed information. Under the Tuition Protection Service (TPS) framework, all providers have a statutory obligation to report to the TPS Director and the Secretary about provider and student defaults. This is the first layer of tuition protection for students. One of the main objectives of the TPS is to ensure that the placement and refund processes for students are quick and streamlined. The default notification requirements are to ensure students are looked after following a default in a timely way. PROVIDER DEFAULT – Under section 46A of the ESOS Act a registered provider defaults, in relation to an overseas student or intending overseas student and a course at a location, if:

• the provider fails to start providing the course to the student at the location on the agreed starting day; or

• after the course starts but before it is completed, it ceases to be provided to the student at the location; and the student has not withdrawn from the course before the default day.

Note: Section 46A sets out further rules prescribing when a provider defaults. STUDENT DEFAULT – Under section 47A of the ESOS Act, an overseas student or intending overseas student defaults, in relation to a course at a location, if:

• the course starts at the location on the agreed starting day, but the student does not start the course on that day (and has not previously withdrawn); or

• the student withdraws from the course at the location (either before or after the agreed starting day); or • the registered provider of the course refuses to provide, or continue providing, the course to the student

at the location because of one or more of the following: • the student failed to pay an amount payable to the provider for the course; • the student breached a condition of his/her student visa; • misbehaviour by the student (Note: the student is entitled to natural justice under subsection

47A(3)).

Note: Subsection 47A(2) - A student does not default for failing to start a course on the agreed starting day if he/she does not start that course because the provider defaults in relation to the course at the location under subparagraph 46A(1)(a)(i). What ANC must do in the event course not being delivered-

• Under section 46B of the ESOS Act, ANC must notify the Secretary and the TPS Director of the default within 3 business days of the default occurring. ANC must also notify students in relation to whom


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ANC have defaulted. The notices must be in writing and meet the requirements of the section 46B of the ESOS Act.

• Under section 46D of the ESOS Act, ANC will satisfy its tuition protection obligations to students within 14 days after the day of the default (the provider obligation period) to satisfy your tuition protection obligations to the student as set out in the section. This may include placing students who are referred to the TPS in a suitable alternative course. If a student choose to be placed into another course, ANC will ask student to sign a document to indicate that the student accepted the placement.

What ANC must do if a student or intending student defaults-

• If a student or intending student defaults, ANC must provide a refund in accordance with the requirements under either section 47D or 47E of the ESOS Act, depending on which section applies to the circumstances of the default situation.

• Under section 47D or 47E of the ESOS Act, ANC must pay the refund within the period (the provider obligation period) of 4 weeks after the day specified in section 47D or 47E, depending on which section applies to the circumstances of the default situation.

3) APPEALING REFUND DECISIONS: Refer to the Student Complaints & Appeals Procedure from the ANC Student Administrations department if you wish to appeal ANC’s decision taken on your refund application. OUTLINE OF ANC’S INTERNAL AND EXTERNAL COMPLAINTS AND APPEALS PROCESSES:

• ANC manages and responds to allegations involving the conduct of ANC, its trainers, assessors, or other staff, and a student of ANC. ANC responds to any complaint or appeal the student makes regarding his or her dealings with the ANC and the ANC’s education agents. ANC does not use or have any arrangement with any third party to provide service on its behalf.

• Student can request (appeal) for a review of decisions, including assessment decisions, made by ANC. • Students can discuss their issues informally with any member of the ANC Student Support Team. • ANC staff will endeavour to resolve any disputes, informal/formal complaints or appeals raised

regarding student dealings with ANC or the ANC’s education agents amicably and at an early stage.

• Student can access ANC’s complaint and appeal process to lodge a formal complaint or appeal if a matter cannot be resolved informally.

• Student unsatisfied with the informal process can lodge a formal complaint or appeal internally using the ANC’s Complaints and Appeals Form.

• Student can access Complaints and Appeals Form from the ANC campus reception. Student can easily access free and comprehensive information about ANC’s Complaints and Appeals policy, procedures, processes and forms from the ANC website (www.anc.vic.edu.au ) at any time.



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• Student should complete Complaints and Appeals Form, and attach all the supporting document and information the student has to support their complaint or appeal then submit to Student Support Team in person at the ANC Campus Reception.

• There is no charge for ANC students to lodge a formal complaint or appeal internally.

• Once the completed ANC Complaints and Appeals Form is received by ANC, ‘Director of Studies’ or a delegate will send a written acknowledgement to the complainant/ appellant within as soon as practicable from the receipt of the form.

• ANC staff will commence assessment of all formal complaints or appeals within 10 working days of it being made in accordance with the ANC’s complaints handling and appeals process and policy, and finalise the outcome as soon as practicable.

• ANC staff will record, acknowledge, and deal with complaints and appeal in a fair and effective manner.

• ANC staff will conduct the assessment of the complaint or appeal in a professional, fair and transparent manner. Complainant or appellant will not be discriminated or victimised.

• ANC staff will provide student an opportunity to formally present his or her case at no cost. ANC student can be accompanied and assisted by a support person at any relevant meetings .

• ANC staff will notify providing student a written statement of the outcome of the internal complaint or appeal, including detailed reasons for the outcome as soon as practicable.

• Student not satisfied with the internal complaint resolution process or the outcome can access ANC’s internal appeals process within 20 working days from the notification date.

• ANC staff will keep a written record of the complaint or appeal, including a statement of the outcome and reasons for the outcome, according to ANC Record Management Policy and Procedures. Written record of the complaint or appeal and further action required will be maintained in the ANC Complaints and Appeals Logbook.

• Where ANC considers more than 60 calendar days are required to process and finalise the complaint or appeal, ANC Staff will:

• inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and

• regularly update the complainant or appellant on the progress of the matter. • If the student is not satisfied with the outcome of the ANC’s internal complaints handling and

appeals process, ANC staff will advise the student within 10 working days of concluding the internal review of the student’s right to access an external complaints handling and appeals process at minimal or no cost.

• ANC staff will provide the student with the contact details of the appropriate external complaints handling and external appeals body.

• If the internal or any external complaints handling or appeal process results in a decision or recommendation in favour of the student, ANC must immediately implement the decision or recommendation and/or take the preventive or corrective action required by the decision, and advise the student of that action.

• ANC’s complaints policy and appeals policy, procedures and process: o ensures the principles of natural justice and procedural fairness are adopted at every stage

of the complaint and appeal process


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o are publicly available o set out the procedure for making a complaint or requesting an appeal o ensures complaints and requests for an appeal are acknowledged in writing and finalised as

soon as practicable o provide for review by an appropriate party independent of ANC and the complainant or

appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal.

• ANC will identify potential causes of complaints and appeals and take appropriate corrective action to eliminate or mitigate the likelihood of recurrence.

• ANC will securely maintains records of all complaints and appeals and their outcomes. • ANC’s complaints and appeals policy does not inhibit student’s rights to pursue other legal

remedies at any point during or after the implementation of procedure. 4) Further information If tuition fees remain outstanding, ANC reserves the right to withhold any Certificates and Records of Results achieved by the student. The Institute will refund any monies due to the student, to the student’s education agent (where applicable).

OUTLINE OF ANC’S INTERNAL AND EXTERNAL COMPLAINTS AND APPEALS PROCESSES

• ANC manages and responds to allegations involving the conduct of ANC, its trainers, assessors, or

other staff, and a student of ANC. ANC responds to any complaint or appeal the students make regarding their dealings with the ANC and the ANC’s education agents. ANC does not use or have any arrangement with any third party to provide service on its behalf.

• Students can request (appeal) for a review of decisions, including assessment decisions, made by ANC.

• Students can discuss their issues informally with any member of the ANC Student Support Team. • ANC staff will endeavour to resolve any disputes, informal/formal complaints or appeals raised

regarding students dealing with ANC or the ANC’s education agents amicably and at an early stage.

• Students can access ANC’s complaint and appeal process to lodge a formal complaint or appeal if a matter cannot be resolved informally.

• Students unsatisfied with the informal process can lodge a formal complaint or appeal internally using the ANC’s Complaints and Appeals Form.

• Students can access Complaints and Appeals Form from the ANC campus reception. Student can easily access free and comprehensive information about ANC’s Complaints and Appeals policy, procedures, processes and forms from the ANC website (www.anc.vic.edu.au ) at any time.

• Students should complete Complaints and Appeals Form, and attach all the supporting documents and information the students have to support their complaint or appeal. Student must submit the filled in form to Student Support Team in person at the ANC Campus Reception.



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• There is no charge for ANC students to lodge a formal complaint or appeal internally. • Once the completed ANC Complaints and Appeals Form is received by ANC, ‘Director of

Studies’ or a delegate will send a written acknowledgement to the complainant/ appellant within as soon as practicable from the receipt of the completed form.

• ANC staff will commence assessment of all formal complaints or appeals within 10 working days of it being made in accordance with the ANC’s complaints handling and appeals process and policy, and finalise the outcome as soon as practicable.

• ANC staff will record, acknowledge, and deal with complaints and appeal in a fair and effective manner.

• ANC staff will conduct the assessment of the complaint or appeal in a professional, fair and transparent manner. Complainant or appellant will not be discriminated or victimised.

• ANC staff will provide students an opportunity to formally present their case at no cost. ANC students can be accompanied and assisted by a support person (e.g., a family member, or a friend who is not currently an ANC student) at any relevant meetings.

• ANC staff will notify providing students a written statement of the outcome of the internal complaint or appeal, including detailed reasons for the outcome as soon as practicable.

• Student not satisfied with the internal complaint resolution process or the outcome can access ANC’s internal appeals process within 20 working days from the notification date.

• ANC staff will keep a written and/or electronic record of the complaint or appeal, including a statement of the outcome and reasons for the outcome, according to ANC Record Management Policy and Procedures. Written record of the complaint or appeal and further action required will be maintained in the ANC Complaints and Appeals Logbook.

• Where ANC considers more than 60 calendar days are required to process and finalise the complaint or appeal, ANC Staff will:

o inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and

o Regularly update the complainant or appellant on the progress of the matter. • If a student is not satisfied with the outcome of the ANC’s internal complaints handling and

appeals process, ANC staff will advise the student within 10 working days of concluding the internal review of the student’s right to access an external complaints handling and appeals process at minimal or no cost to the student.

• ANC staff will provide the students with the contact details of the appropriate external complaints handling and external appeals body.

• If the internal or any external complaints handling or appeal process results in a decision or

recommendation in favour of the student, ANC must immediately implement the decision or recommendation and/or take the preventive or corrective action required by the decision, and advise the students of that action.


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ANC’S COMPLAINTS AND APPEALS POLICY, PROCEDURES AND PROCESS: • ensures the principles of natural justice and procedural fairness are adopted at every stage

of the complaint and appeal process • are publicly available • set out the procedure for making a complaint or requesting an appeal • ensures complaints and requests for an appeal are acknowledged in writing and finalised as

soon as practicable • Provide for review by an appropriate party independent of ANC and the complainant or

appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal.

• ANC will identify potential causes of complaints and appeals and take appropriate corrective

action to eliminate or mitigate the likelihood of recurrence. • ANC will securely maintain records of all complaints and appeals and their outcomes. • ANC’s complaints and appeals policy does not inhibit students’ rights to pursue other legal

remedies at any point during or after the implementation of procedure.

“This written agreement, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the student to take action under the Australian Consumer Law if the Australian Consumer Law applies”. Standard 3:-Formalisation of enrolment and written agreements

PROCEDURES:

1. INFORMAL PROCESS

Where possible all non-formal attempts shall be made to resolve the complaints. This may include advice, discussions, and general mediation in relation to the issue and the students’ complaint. Any staff can be involved in this informal process to resolve issues however student support team is the preferred contact for students. Matters dealt informally will not be documented unless the ANC staff determines that the matter is relevant to wider operation. 2. FORMAL PROCESS Students who are not satisfied with the outcome of informal handling of their complaints may use the formal approach by using the ANC’s Complaints and Appeals Form. This form can be accessed from the student display/notice board, campus reception or via ANC’s website (www.anc.vic.edu.au ). 2.1 GENERAL COMPLAINTS


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• All complaints should be submitted to Student Administration. Student Support Team at the ANC Campus Reception will deal with the complaints in the first instance and will ensure that all the fields of the ANC’s Complaints and Appeals Form are properly filled by the complainant. This include the following information:

o Submission date o Name of Complainant o Detailed description of Complaint o Attachments (if applicable);

• Once the completed form is received, reception staff will forward the form to the ‘Director of Studies’

who shall then refer the matter to the appropriate staff depending on the nature of the complaint, and ensure that the resolution process begins within 10 working days from the date of receipt of the completed ANC’s Complaints & Appeals Form. ANC will endeavour to conclude the process within the reasonable timeframe.

• The ‘Director of Studies’ will send a written acknowledgement to the complainant as soon as practicable after receipt of completed form, and contact the complainant to arrange the date, place and time for the meeting with all parties involved in the matter allowing them to formally present their case, and attempt to seek resolution.

• On the meeting day, if the complainant has further supporting documents other than those supplied with the Complaints and Appeals Form, the complainant should bring those to the meeting. The complainants are welcomed and encouraged to bring a support person with them to this meeting, or any other related meetings.

• The ‘Director of Studies’ will conduct the meeting with complainant. Where possible, ANC will also appoint staff independent to the reason for the complaint to participate at the meeting.

• After meeting complainant, ANC will investigate and the ‘Director of Studies’ shall then inform the Complainant of any decisions or outcomes concluded in writing and the reasons for the outcome at its earliest.

• Copies of all documentation, outcomes and further action required will be placed into the Complaint & Appeal File and the Complaint and Appeal Log Book.

• If the outcome does not favour the complainant, the notification letter of the outcome shall also state the students’ right to access ANC’s internal appeals process if complainant is not satisfied with the outcome of their complaint.

3. APPEALS PROCESS

3.1 INTERNAL APPEALS All students have the right to appeal decisions made by ANC. Appeals may arise of many sources including decisions made on:

• Assessments • Notification of breach of course progress and/or attendance requirements


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• Suspension or Cancellation (including cancellation due to non-payment of tuition fees) decisions made by ANC in relation to the student’s enrolment

• Or any other conclusion that is made after a complaint has been dealt by the ANC in the first instance.

• To activate the appeals process the student is required to complete the ANC’s Complaints and Appeals Form and submit to Student Administration in person. The Student Support Team at the ANC Campus Reception will deal with the appeals in the first instance and will ensure that all the fields of the ANC’s Complaints and Appeals Form are properly filled by the appellant. This includes the following information:

o Submission date o Name of Appellant o Detailed description of Appeal o Attachments (if applicable);

• Students are required to clearly explain the reason for appealing a decision in the form and attach any relevant supporting documents. Assistance with this process can be gained from the ANC Student Support Team at all times during working hours.

• Once the completed form is received, reception staff will forward the form to the ‘Director of Studies’ who shall then refer the matter to the appropriate staff depending on the type of the appeal, and ensure that the resolution process begins within 10 working days from the date of receipt of the completed form. ANC will endeavour to conclude the process within the reasonable timeframe.

• The ‘Director of Studies’ will send a written acknowledgement to the appellant as soon as practicable after the receipt of completed form, and contact the appellant to arrange the date, place and time for the meeting with all parties involved in the matter allowing them to formally present their case, and attempt to seek resolution.

• Where an appeal has been lodged, it will be defined into one of the following categories (General Appeals, Assessment Appeals, Appealing ANC’s decision) below and the appropriate procedures followed:

3.1.1 GENERAL APPEALS

• Where a student has appealed a decision or outcome of a formal complaint, the student is required to notify the ANC in writing using the ANC’s Complaints and Appeals Form within 20 working days from the ANC’s decision notification date. Any supporting documentation should also be submitted with the form.

3.1.2 ASSESSMENT APPEALS

• Where a student wishes to appeal an assessment outcome they are required to notify their assessor

in the first instance. Where appropriate the assessor may decide to re-assess the student to ensure a fair and equitable decision is gained. The assessor shall complete a written report regarding the re-assessment outlining the reasons why assessment was or was not granted.


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• If this is still not to the students’ satisfaction the students shall formally lodge an appeal by submitting the ANC’s Complaints and Appeals Form outlining their reasons for the appeal through. Student Administration will create a Complaint or Appeal file registering each document received. The Appeal/Complaint File will be forwarded to the the ‘Director of Studies’ who will seek details from the assessor involved and any other relevant parties and make appropriate notes in both the Complaints and Appeals logbook.

• A decision shall be made regarding the appeal either indicating the original assessment decision stands or details of a possible re-assessment by another assessor appointed by the ANC.

3.1.3 APPEALING ANC’S DECISIONS OF REPORTING BREACH OF COURSE PROGRESS OR ATTENDANCE REQUIREMENTS TO DEPARTMENT OF EDUCATION AND TRAINING AND DEPARTMENT OF HOME AFFAIRS (DHA)

• Where a student wishes to appeal the ANC’s decision of reporting the student to Department of

Education and Training (DET) and Department of Home Affairs (DHA) via PRISMS for a breach of academic or attendance requirements, the students shall lodge their appeal by submitting the ANC’s Complaints and Appeals Form outlining the details or reasons supporting their appeal at the ANC campus reception within 20 working days from the ANC’s decision notification date.

• The student should have extenuating circumstances as to why they have breached the requirements and must be able to provide evidence of these circumstances

• The ‘Director of Studies’ shall be notified and shall seek details regarding the initial documentation of the breach and shall make a decision based on the grounds of the appeal. All details pertaining to the appeal process should be updated into the ‘ANC Complaints and Appeals Logbook’.

• Where a student has decided to access the appeals process in relation to a breach of course

progress or attendance requirements, ANC staff must not report unsatisfactory course progress or unsatisfactory course attendance in PRISMS until:

o the internal and external complaints processes have been completed and the decision or recommendation supports the registered provider, or

o the student has chosen not to access the internal complaints and appeals process within the 20 working day period, or

o the student has chosen not to access the external complaints and appeals process, or o The student withdraws from the internal or external appeals processes by notifying the

registered provider in writing.

3.1.4 APPEALING SUSPENSION OR CANCELLATION OF ENROLMENT

• Where a student wishes to appeal a suspension or cancellation of the student’s enrolment (including cancellation due to non-payment of tuition fees) initiated by ANC, the students are


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required to lodge the ANC’s Complaints and Appeals Form outlining the details of their appeal within 20 working days from the ANC’s decision notification date. The students should have extenuating circumstances as to why the decision should be reviewed and any supporting documentation supporting their appeal which is submitted through. Student Administration.

• Student Administration will create a Complaint or Appeal file with a register of activity secured on the inside front cover registering each document received. The Appeal/Complaint File will be forwarded to the ‘Director of Studies’ who will seek details regarding the initial documentation of the decision and shall make a decision based on the grounds of the appeal.

• Where a student has decided to access the appeals process, the suspension or cancellation of the enrolment with not take effect and ANC will not report the change to the student's enrolment in PRISMS until the internal appeals process is completed. The student enrolment will be maintained until the internal appeals process has been completed unless the overseas students health or wellbeing, or the wellbeing of others, is likely to be at risk.

MEETING DAY • The ‘Director of Studies’ will conduct the meeting with appellant and may request another staff

member to be present in the meeting or participate in the decision making process. • On the meeting day, if the appellant has further supporting documents other than those supplied with

the Complaints and Appeals Form, appellant should bring those to the meeting. The appellant is welcomed and encouraged to bring a support person with them to this meeting, or any other related meetings. Minutes of the Meeting are to be recorded. Copies of any additional documentation, Meeting Minutes recording outcomes and further action required will be placed into the Complaint and Appeal Logbook Register.

APPEAL OUTCOME

• Appellant will be informed of the appeal outcome in a written statement, including reasons for the

outcome within 10 working days after the meeting. • Where a decision or outcome is in favour of the student, the ANC will immediately implement the

decision.

3.2 RECORD KEEPING • Details of the complaint and appeal will be entered into the ‘ANC Complaints and Appeals Logbook’

by the student support team which is monitored by the ‘Director of Studies’ regularly. The information to be contained and updated within the register is as follows:

o Submission date of complaint o Name of Complainant and Appellant o Description of Complaint and Appeal o Determined Resolution; and


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o Date of Resolution • Copies of all documentation, outcomes and further action required will be placed into the ‘ANC

Complaints and Appeals Logbook’ and a copy is kept in student’s file according to ANC Record Keeping Policy and Procedures where formal approach is instituted.

3.3 EXTERNAL APPEALS • If the student is not successful in the ANC’s internal complaints handling and appeals process,

ANC staff must advise the overseas student within 10 working days of concluding the internal review of the overseas student’s right to access an external complaints handling and appeals process at minimal or no cost. The contact details of the appropriate complaints handling and external appeals bodies are as follows: National Training Complaints Hotline The National Training Complaints Hotline is a joint initiative between the Commonwealth, state and territory governments. Anyone with a complaint or query about the training sector now has one number to call, so they can report a complaint and have it referred to the right authority for consideration.

HOW TO MAKE A COMPLAINT Consumers can register a complaint with the National Training Complaints Hotline by: Phone: 13 38 73 (please select option 4).

OR The Overseas Student Ombudsman (OSO) – For International Students Only

OSO is a specialist role of the Commonwealth Ombudsman. Phone: 1300 362 072 (Calls from mobile phones at mobile phone rates)

International: +61 2 6276 0111 Complaints: Online Complaint Form

(https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=oco-complaint-form) Post: Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601

Melbourne (By Appointment Only) Level 6, 34 Queen Street ,Melbourne VIC 3000

Visit www.ombudsman.gov.au/about/overseas-students or phone 1300 362 072 for more information.

• If the internal or any external complaints handling or appeal process results in a decision or recommendation in favour of the overseas student, ANC staff must immediately implement the decision or recommendation and/or take the preventive or corrective action required by the decision, and advise the student of that action.


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4. IMPLEMENTATION • Where a decision or outcome is in favour of the student, the ANC will immediately implement the

decision.

DEFERRING, SUSPENDING OR CANCELLING AN ENROLMENT 1. STUDENT INITIATED DEFERRAL, SUSPENSION OR CANCELLATION OF ENROLMENT

1.1 STUDENT DEFERRAL • A student wishing to defer his/her enrolment must do so prior to the commencement of the course. Students

must complete an ‘Application to defer, suspend or cancel enrolment Form’ and submit to the Student Administrations Department along with Supporting Documents.

• Students may apply for the deferment in compassionate or compelling circumstances or where there is a delay in granting of student visa from DHA.

• All documents related to the student’s suspension are kept on the student's file and the decision to defer the enrolment as a result of the student’s request reported via Provider Registration and International Students Management System (PRISMS).

1.2 STUDENT SUSPENSION • Students who would like to suspend their studies must first speak to a staff member in the Student

Administration to gain an application form and to ensure they understand:-

o the implications of suspension on the student enrolment and o the overseas student of the need to seek advice from Immigration on the potential impact on his or

her student visa.

• An ‘Application to Defer, Suspend or Cancel enrolment Form’ must be completed which will need to be approved by the Director of Studies/Student administrator. This application must include in detail the ‘compassionate or compelling circumstances’.

• Where a suspension of enrolment is granted, the Australian National College will suspend an enrolment for an agreed period of time - to a maximum of 12 months. If the suspension is required for longer than 12 months the student will be required to re-apply once the initial suspension period has expired.

• Students are to be informed in writing of the outcome of their application for suspension and informed that it may affect their student visa status.

• All documents related to the student’s suspension are kept on the student's file and the decision to suspend the enrolment as a result of the student’s request reported via Provider Registration and International Students Management System (PRISMS).

• The student has 20 working days to access the Complaints and Appeals process if they are not satisfied with the assessment of their application.

1.3 STUDENT CANCELLATION


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• Students wishing to cancel their enrolment must complete an ‘Application to Defer, Suspend or Cancel enrolment Form’ and submit to the Student Administrations Department.

• Students wishing to cancel their enrolment prior to completing 6 months of study in their principal course must provide a valid letter of offer from an alternative provider. This is required under Standard 7 of the National Code 2018. Please refer to Transfer between Register provider Policy and Procedures.

• All documents related to the student’s cancellation are kept on the students file and the decision to cancel the enrolment as a result of the student’s request is reported via Provider Registration and International Students Management System (PRISMS).

PROVIDER INITIATED DEFERRAL, SUSPENSION OR CANCELLATION OF ENROLMENT

2.1 PROVIDER DEFERRAL/PROVIDER DEFAULT

• Australian National College may defer an enrolment where the course is not being offered at the proposed date, site, or any other reason the ANC deems necessary to cancel the course. Refer to ANC’s Refund policy for information regarding refunds in case of provider-initiated deferral/Suspension/Cancellation.

2.2 PROVIDER SUSPENSION • Australian National College has the ability to suspend a student’s enrolment on the grounds of :-

o Misbehavior or in any breach of Student Code of Conduct. This misbehavior may include but is not limited to acts of discrimination, sexual harassment, and vilification or bullying as well as acts of cheating or plagiarism.

o the student’s failure to pay an amount he or she was required to pay the ANC to undertake or continue the course as stated in the written agreement

o a breach of course progress or attendance requirements by the overseas student, which must occur in accordance with Standard 8 (Overseas student visa requirements).

• Where there is a violation of the Student Code of Conduct by a student, the Director of Studies shall be informed and will make a decision on the penalty and the severity of the penalty. The Director of Studies may take into account the type of misconduct that has occurred and the level of misconduct that occurred when deciding penalties.

• Where a student has been identified in breach of Student Code of Conduct, ANC shall ensure the following:

o Students must be treated fairly, with dignity and with due regard to their privacy

o Students are to be regarded as innocent of the alleged misconduct until they have either admitted to it or been found by a proper inquiry by the Director of Studies to have so behaved.

o Past misconduct is not taken as evidence that a student has behaved in the same manner again.


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o Each case is dealt with on its own merits and according to its own circumstances with the provision that the first instance of misconduct will be penalized more leniently than subsequent instances of misconduct.

• The students are able to access the Complaints and Appeals procedure if they feel that the decision is unfair or they have other grounds to appeal the decision.

• The student has 20 working days to appeal ANC’s decision of suspending the enrolment due to misbehavior

• The penalties which may be imposed by Director of Studies are:

o A warning, deemed NYC in the unit, or suspension of enrolment in the acts of cheating or plagiarism

o A charge for any costs that the general misconduct may have caused

o Temporary exclusion from college in the form of suspending enrolment for a period of time.

• DHA’s policy is that if a student’s enrolment is suspended for a period of 28 days or longer, the student must return home (unless special circumstances exist).

• Where the severity of misconduct is severe, the Director of Studies may decide to cancel the Student enrolment

Note: Students are advised to contact DHA immediately to work out their obligations and further visa-related alternatives.

2.3 PROVIDER CANCELLATION

In some cases where the student’s misconduct is severe, ANC has the right to cancel the student enrolment on the grounds of:-

• Misbehavior or in any breach of Student Code of Conduct. This misbehavior may include but is not limited to acts of discrimination, sexual harassment, and vilification or bullying as well as acts of cheating or plagiarism.

• the student’s failure to pay an amount he or she was required to pay the ANC to undertake or continue the course as stated in the written agreement

• a breach of course progress or attendance requirements by the overseas student, which must occur in accordance with Standard 8 (Overseas student visa requirements).

o Non Resumption of Studies: - The student failed to resume studies on the due date (Deferment/Suspension End date) and the student failed to seek ANC approval for further deferment/Suspension of Studies.

Where the Director of Studies has decided the misconduct is severe enough for cancellation, the following must occur:

• The student must be informed in person (where possible), and in writing of the decision of the College to cancel the student’s enrolment along with the grounds of decision


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• The student must be informed about their right to appeal the decision by accessing the relevant procedures and completing this appeal within 20 working days of the notification (Please refer to Complaint and Appeal Policy and Procedures).

• Students must also be informed about College’s intention to notify the Department of Education and Training (DET) and Department of Home Affairs (DHA) of the change of enrolment status and to seek advice from Immigration on the potential impact on his or her student visa.

RECORDING AND REPORTING DEFERMENTS, SUSPENSION OR CANCELLATION OF ENROLMENTS

• All applications of “Deferment, Suspension and Cancellation Outcome” are to be kept on the student's file.

• All reports of misconduct, decisions and actions taken in relation to misconduct, and other related documentation must be kept on file.

• Any decisions to initiate deferral, suspension or cancellation of an enrolment must be reported to Department of Education and Training (DET) and Department of Home Affairs (DHA) via PRISMS.

• Students are to be kept informed of any decisions or outcomes that relate to a deferment, suspension, or cancellation of enrolments.

• All students are to be given the opportunity to access the complaints and appeals procedure before reporting any provider-initiated suspensions or cancellations of enrolments via PRISMS occurs. The students have 20 working days to lodge an appeal.

• The suspension or cancellation of the overseas student’s enrolment under Standard 9.3 (National Code 2018) cannot take effect until the internal appeals process is completed, unless the overseas student’s health or wellbeing, or the wellbeing of others, is likely to be at risk.

EASY GUIDE TO ESOS

ESOS REGULATION SERVING OVERSEAS STUDENTS IN AUSTRALIA Australia has a reputation as a safe, progressive and dynamic place to study; and we maintain this reputation by providing quality education and consumer protection specifically developed for overseas students. The Education Services for Overseas Students (ESOS) Act 2000 and associated legislation is the legal framework governing the responsibility of education institutions towards overseas students. ESOS Act and complementary legislation The ESOS legislative framework comprises:

Education Services for Overseas Students (ESOS) Act 2000 Education Services for Overseas Students (ESOS) Regulations 2001




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The National Code of Practice for National Code of Practice for Providers of Education and Training to Overseas Students 2018 (National Code 2018)

Education Services for Overseas Students (Registration Charges) Act 1997 ESOS Assurance Fund Act Tuition Protection Service (TPS) framework

Australia has a federal system of Government – one federal government and eight state and territory governments. The ESOS framework is administered by both levels of government. The result is a nationally consistent, high quality education and training system. Legislation benefits everyone. The ESOS laws benefit two particular groups:

1. It protects overseas students coming to Australia on student visas. It does not cover overseas students on other kinds of visas, nor does it cover students studying at Australian institutions based in other countries.

2. It sets out clear roles and responsibilities for education institutions wanting to teach overseas students.

DESCRIPTION OF ESOS FRAMEWORK The ESOS Framework Please refer to the Australian Government explanation of how the Education Services to Overseas Students Act 2000 works: http://internationaleducation.gov.au.

STUDENT SERVICES Student Support including Welfare and Guidance Services. The counselling & support facility provided by ANC is at no cost to the student. ANC provides a range of services to support students during their studies and time at the college. The Admissions Department offers personal and friendly assistance to students in many areas including an orientation program that assists students to settle into Australian life and their studies at ANC. Students are supported by assistance in Wellbeing, English support, counselling services and Stay safe etc. If you request our support, we will meet with you to create your individual learning plan. We share your plan with your teachers and provide ongoing support as needed.

STUDENT FACILITIES

Services available to students include:

Orientation Counselling Airport pickup Cultural adjustment Student Accommodation Language & literacy support

The Administration Department at ANC can help students with:

Application and enrolment Credit Transfer and Recognition of Prior Learning


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Course related advice

ANC provides the following Equipment and Learning Resources to its students:

The up-to-date teaching and learning strategies, Audio visual aids Classrooms, operate with multimedia/overhead projectors Student resource centre and computer labs with free internet access Dedicated computer industry software

Resources at ANC are mapped against the units of competency within the relevant training packages for all qualifications delivered to ensure that students have access to the best and most relevant resources for their qualification. STUDENT SUPPORT SERVICES

Being an international student is exciting, but it can also be challenging. We have a designated Student Support Team who can be approached to gain advice on academic and personal issues. The Student Support Team offers professional and confidential advice in areas where they can help. The counselling and support facility provided by ANC is at NO COST to the student. They can also provide links to external sources of support where the ANC is not qualified. ANC provides free referral in case student is referred to use external support services. LEARNING RESOURCES

The ANC library has over 300 books plus magazine subscriptions. A library borrowing/return system is in place. If you have any problems using the library, please contact a Student Support Team for assistance. The computers are equipped to produce learning materials in alternate formats such as large prints and equipped to support some disability services.

IT SUPPORT

Do you have computer problems? Need help getting access to Student portal? Need advice or want to troubleshoot a computer problem? Having trouble connecting a laptop or iPhone to the Institute WiFi?

Our friendly helpdesk staff is here to assist you!

Phone: +61 9662 3300

Email: [email protected] DISABILITY SERVICE

ANC is committed to providing equal access to learning opportunities for any students with a disability and ensuring that reasonable adjustments are made through consultation and negotiation.



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You can contact the ANC Staff for advice and assistance. It is important to make contact early so arrangements are in place as soon as possible. Documentary evidence of disability may be required to support your request for assistance.

The ANC staff will consult and negotiate an individualized Learning Support Plan with eligible students outlining reasonable adjustments. ANC will be periodically review to help students take part in their studies as effectively and independently as possible. The services provided will vary according to the needs of each student and the course requirements.

Examples of services include:

liaison with teachers alternative formatting of class materials assessment accommodations access to software and technology that enhances learning learning support in or out of class referral to other support services, e.g. counselling and welfare

STUDY SUPPORT AND LLN

ANC assess LLN for each student in order to ensure maximum learning outcomes. It is not an entry requirement but assists ANC in recognising students’ need. With the provision of free English, support classes available, we strongly advise each student to participate in LLN assessment. Formal tests are very intimidating for students. ANC use less formal means of assessing the LLN needs of students at pre entry. It is considered an accurate assessment of student’s current LLN skills is more likely if they are relaxed and responsive to the assessment.

Where administrative staffs are unsure of students LLN skills, they direct student for an informal interview with ESL / English Language support trainer. Enrolment is then finalised based on ESL trainer’s recommendation.

Note: Student can attend English Language support classes FREE OF COST for the completion duration of their enrolment. Workshops programs are run throughout the year to help students succeed in their studies. Areas include: assisting with transition into studying at ANC with Orientation Program, study skills through English Language Support Programs, personal development, support, and skill development.

ORIENTATION PROGRAM

As part of your introduction to ANC, an orientation program will be conducted in your first week at ANC.

This orientation program will include information on the following:

Student Handbook Student support services available to ANC students Transfer between providers Monitor Course Progress Facilities and resources at ANC Australian Education System Student visa conditions relating to course progress and Attendance requirements Legal Services


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Local Transport Shopping Banking Entertainment/Recreation Climate, Police and Government services Emergency and Health Services (including information about private insurance) and detailed

information on accommodation Complaints and Appeals process

CRITICAL INCIDENT POLICY/PROCEDURE

BACKGROUND

There is a need to have a clearly articulated procedure that is widely known so that when a staff member becomes aware of a critical situation involving a student(s), they can alert the necessary person(s). This will minimise the risk of independent action and assist in ensuring that each case is managed effectively and compassionately. It will also protect the institution from conflict or ill will with those involved, including the family of the student, and emergency services. The response needs to be timely and professional, and also as personal and sincere as possible.

Critical incidents include but not limited to arrest; being the victim of crime; death; emergency medical evacuation; hospitalisation; mental illness; sexual assault; and reporting of missing persons who are students. The incident may vary in terms of the scale of the emergency and the level of media interest. Some international students may have special needs because they will not have close family available to offer support and the ANC would want to try to assist in these cases. This procedure addresses issues from the perspective of students resident in Australia.

RECOMMENDED PROCEDURE: CRITICAL INCIDENT INVOLVING A STUDENT

1. In the event of death, serious injury or illness, arrest or other serious incident involving a student of the

ANC, the Police or other emergency service contacts the ANC Admin Staff. Or, when the situation is first identified by (or referred to) the ANC Administration, he/she contacts the relevant emergency service.

2. Administration staff has access to student records for verification purposes in order to assist emergency services. Particulars of home address are to be provided only in cases where the individual is incapacitated and unable to provide these particulars themselves.

3. Admin Staff immediately alerts the CEO / Director of Studies. 4. Contact Person During Office Hours & After Hours


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Ms. Mogana Kownden (CEO / PEO), Email: [email protected] Mr. Jaswinder Singh (Director), Mobile: 0423 500 002

5. It is the responsibility of these staff to judge whether the circumstances are such as to warrant any further immediate action.

6. After receiving the notification, Director of Studies will assess the situation and organise any additional support required. This will involve liaison with:

a. Student Welfare Officer & Student Counsellor

7. Depending on the scale and nature of the event, responsibility for managing the situation may be transferred to another officer within the ANC.

8. All internal communication is to be channelled through the CEO. Only CEO can deliver any information to media.

9. Any direct contact with the family / next of kin in an official capacity is to be established by the Director of Studies

10. Preliminary Action by the Director of Studies: • Access student record to verify details, including contact information • Gather background details of the incident from the informing source if possible and appropriate • Confirm with the Admin staff that either Police or Emergency Service (as indicated) has been in

contact with next of kin/family • Where circumstances are considered to have some public relation implications, the Chief

Executive Officer and Director of Studies are to be briefed by the Student Administration. • The Director of Studies will provide timely advice to the following ( as indicated):

o Chaplain o Counselling Centre o Director of studies o Chief Executive Officer o Relevant Trainer o Students' Representative Council, Welfare Officer o Admin Staff, if notification is not through that channel. o Library (for action regarding any loans) o Consulate/Embassy in case of international student (as they often provide support such as

travel for the family).

RECOMMENDED PROCEDURE - MISSING PERSONS

Parents or other family members of a student or recent graduate will contact the ANC to report that student or graduate as missing. These enquiries should be referred to the Director of Studies immediately.

In the first instance, the relative should be referred to Police. However, there are circumstances, where the family may be reluctant to pursue that option and if so, the following charitable organisations may be a suitable alternative.


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If a current student address is on the system, you may offer to send a letter on behalf of or from the family to that address or to call phone contact numbers on the student's record. Generally, you must be very aware of the privacy constraints in passing any information to the family). SALVATION ARMY - PHONE (61 2) 9211 0277

The Salvation Army have a family tracing service, however, due to their international protocol they will not initiate the enquiry in Australia. The relatives have to contact the Salvation Army in their home country (they operate in 100 countries) and they in turn contact Australia. This applies even if the family have arrived in Australia to look for their relative. If the Salvation Army finds the "missing" person they in turn ask them to let their family know they are all right.

MISSION AUSTRALIA

24-Hours Support Line - Free call 1800 227 772

This is a Family and Friends of Missing Persons support line. They offer support and a referral service.

ONGOING LIAISON

The Director of Studies, will take responsibility for managing the case including, where necessary, liaison with:

• Police • Medical Services • Director of Studies • Family - ongoing contact (assist with travel and accommodation, as necessary) • Chief Executive Officer - for information, and where an ex gratia payment is made to assist with travel

and accommodation. • Concluding Steps (initiated by Director of Studies)

IN THE EVENT OF A STUDENT DEATH: • An appropriate person, who has had some relationship or contact with the student, is to compose a

letter conveying condolences. The relevant Course Trainer will be consulted to assist in identifying someone who was familiar with the student. Where the student was a resident, the friends will also be invited to make an input. The Director of Studies will recommend whether the Chief Executive Officer or another senior person, such as a Director of Studies, should sign the letter of condolence. The final decision will depend on the circumstances.

• Adjust Student Information System details (refunding fees as entitled) and advise Finance, Library, and Information Technology Service (cancellation of email services).

• Ensure that any personal effects are returned to the next of kin. For international students bank accounts will need to be closed, and any other personal property disposed of, in consultation with the family.


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FOLLOW UP & REVIEW OF CRITICAL INCIDENT

Where a critical incident has occurred and reported to Department of Education and Training and Department of Home Affairs, ANC will conduct a follow up and review of the specific critical incident. This follow up and review will involve those members initially involved in the action plan meeting and will ensure:

• Any required follow up such as debriefing; counselling and prevention strategies have been completed.

• All staff and students involved in the incident have been informed of all outcomes from the incident • Any recommendation arising as an outcome to the critical incident is documented and included in the

continuous improvement submissions and to be included in the agenda list for next management meeting

• Any further follow up required is documented in involved student’s file and responsibilities allocated to appropriate staff

• The RTO will maintain a written record of any critical incident and remedial action taken for at least two years after the overseas student ceases to be an accepted student.

STUDENT VISA REQUIREMENTS –MONITORING COURSE PROGRESS POLICY

Under the National Code 2018, Australian National College must monitor overseas student course progress for each course in which the overseas student is enrolled.

This policy and processes below must enable Australian National College to identify, notify and assist an overseas student who are at risk of not meeting course requirements where there is evidence from the overseas student’s participation in tuition activities that the overseas student is at risk of not meeting the course progress requirements.

Australian National College must inform the overseas student before they commence the course of the requirements to achieve satisfactory attendance in each study period. SCOPE:

This policy applies to:

• International students enrolled at Australian National College

• Australian National College Marketing, Admissions, Course, Student Services and Administrative staff.

All Australian National College staff are made aware of the requirements of this policy through regular meetings, staff updates, Staff Induction and continuous improvement practices. Students are made aware of the Course progress requirements through Student Handbook, during the enrolment and orientation processes and also throughout the course by Course and Admin staff.


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This document provides procedures to ensure the course progress of all overseas students (referred to as the student from hereafter) is recorded and monitored. This allows for early detection of a student’s Unsatisfactory course progress and enables Australian National College to provide support to the students with poor course progress by means of implementing intervention strategies and providing extra support by proving extra classes in subsequent semester with increased study load (Student will be provided with extra timetable in order for them to finish the course requirement as per their Confirmation of enrolment).

POLICY STATEMENT/PURPOSE:-

• This policy and related procedure relates to the monitoring of students’ course progress and the consequent procedures for reporting for unsatisfactory course progress.

• Australian National College must ensure that duration of study specified in the CoE does not exceed the CRICOS registered duration for the respective courses on Australian National College Scope of Registration.

• This policy and associated procedures will be made available to the students through student orientation, college website, and student handbook/manual.

• This policy will ensure that all students’ Course progress is monitored and students are given every opportunity to achieve the required Course progress for each course in which they are enrolled in.

• For the purpose of this policy, the study period is defined as a semester. There are 2 study periods in a year each comprising of 20 weeks of face to face teaching. The study period is divided into 2 study blocks of 10 weeks each Student get mid semester break after each study block and semester break after semester ends. The Students will be given a timetable for ALL allocated units delivered before each study block throughout the course.

• The required course progress is identified by the number of units assessed as ‘Competent’ in each study period (Semester) – that is, a student must be deemed ‘Competent’ in all the units (All the units enrolled) throughout a Study period (Semester).

• Student at Risk Identification (Early Intervention)

o The student who does not achieve Satisfactory course progress {competency} in all the units/courses enrolled during the study block (10 weeks) will be identified as being at risk of not meeting the course progress and will be sent a warning letter (1st warning letter) after the first study block. The student will have 20 days period to contact the Student Support Team for an intervention and to complete their assessments and”

o If at the end of the 20days the student is still considered to be at risk, a 2nd warning Letter would be sent to the student, with a 20 days grace period.

o Where students have been identified as at risk of not meeting the Course requirement, all possible efforts shall be made by the means of intervention strategies to ensure that the student is given the opportunity to rectify their situation, & to ensure the overseas student is in a


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position to complete the course within the expected duration specified on the overseas student’s CoE by increased study load.

• If Australian National College has assessed that the student is not meeting Course Progress requirements in accordance with its policies, Australian National College must give the student a written notice of its intention to report.

• Australian National College must also advise the student of their right to access Australian National College’s internal complaints and appeals process within 20 working days from the notification date. Australian National College’s complaints and appeals policy and procedures are available on Australian National College website (web address) and Student handbook.

• Where a decision or outcome is in favour of the student, Australian National College will immediately revoke the decision to report the student unsatisfactory course progress & provide support to ensure overseas student is in a position to complete the course within the expected duration specified on the overseas student’s CoE

• Australian National College must maintain the student’s enrolment by only reporting a breach of Satisfactory course progress requirements in Provider Registration and International Student Management System (PRISMS) in accordance with section 19(2) of the ESOS Act. if:

o the internal and external complaints processes have been completed and the breach has been upheld;

o the student has chosen not to access the internal complaints and appeals process within the 20 working day period;

o the student has chosen not to access the external complaints and appeals process; or o the student withdraws from the internal or external appeals process by notifying Australian

National College in writing. In above circumstances, the decision must be taken at the discretion of Australian National College Director of Studies. Where this is not possible their non-compliance of this course progress requirement will be reported to Department of Education and Training and Department of Home Affairs (DHA) via Provider Registration and International Students Management System (PRISMS).

• The following procedures outline a process to ensure that students are made aware and given opportunities by the means of activation of intervention strategies to rectify the situation.

PROCEDURES

2.1 RECORDING STUDENT COURSE PROGRESS

All students shall be deemed ‘Competent (C)’ or ‘Not Yet Competent (NYC)’ for each unit within the qualification that they are enrolled in based on their assessment outcome. The assessment shall be conducted by qualified trainers / assessors according to Australian National College’s assessment tools, methods and the


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recording processes. All Course results are entered in to the Students Records Management System by the Student Support Team 2.2 MONITORING STUDENT COURSE PROGRESS

i. Every effort will be made to proactively assist students to achieve satisfactory course progress and complete the course within the expected duration.

ii. All students are expected to take responsibility for their own learning and behaviour. Every student is expected to adhere to the requirements of this policy and the requirements of Australian National College with regard to completion and submission of assessment. Students not satisfying to these requirements will be notified and proactively supported. Students will be counselled and advised that if course progress does not improve to satisfactory levels then their enrolment may be cancelled.

iii. Course progress will be monitored by the trainer and assessor and the Student Support officer. The trainer and assessor are required to keep appropriate records and to undertake assessments in a timely fashion to enable effective monitoring of student progress and the implementation of all procedures.

iv. This document provides procedures to ensure the Course progress of all overseas students (referred to as the student from hereafter) is recorded and monitored. This allows for early detection of a student’s Unsatisfactory course progress and enables Australian National College to provide support to the students with poor academic course progress by means of implementing intervention strategies and providing extra support by proving extra classes in subsequent semester with increased study load (Student will be provided with extra timetable in order for them to finish the course requirement as per their Confirmation of enrolment).

v. ANC has formal and informal progress monitoring. As part of the informal on-going course progress monitoring the trainers and assessor along with Student Support Team are responsible for identifying any students at risk of not achieving satisfactory course progress throughout the course of the study block. It is in the job role of ther trainer and assessor that they should be vigilant at all times to identify students who might be at a risk of not achieving satisfactory course progress prior to the start of the formal monitoring process. The indicators of student who might be at risk could involve but not limited to:

a. Student not participating in class activities b. Change in students’ behaviours in class and showing no interest in class c. Student proactively mentioning issues he or she is facing d. Student failing in one assessment of a unit.

vi. The trainer and assessor and student support team will be responsible to contact the student by telephone to arrange for a meeting with the student provide extra support for student. Extra support includes offering counselling, support and advice with a view to improving student wellbeing/course progress. Student would be referred to our appointed counsellor Mr Hamesh Yadav where required. Formal course progress monitoring starts at the end of the Study block, where the Student support and trainer and assessor reports any of the following issues regarding a student to the Course Coordinator to start early intervention procedures:

The student has been deemed ‘Not Yet Competent (NYC)’ in any of the units that he/she was enrolled in the Study block


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The current course load may restrain the student from completing the course within the expected duration as specified on the student’s CoE.

• Early Intervention-Where a trainer/assessor has identified the student at risk of making unsatisfactory course before the end of the Study period (Semester).

• Immediately, a 1st warning letter regarding unsatisfactory course progress will be sent to the student. The warning letter will explain to the student that an intervention strategy with an action plan must be agreed upon and implemented as soon as possible. The student will be advised that they must contact Australian National College in person immediately and arrange a meeting with the Director of Studies to discuss how we can improve this situation for the following Study period (Semester).

• At the meeting, the student will discuss the appropriateness of the course they are currently enrolled in as well as the opportunities for reassessment in subjects previously been assessed as ‘Not Yet Competent’.

• Students will be made aware that unsatisfactory course progress will be reported to Department of Education and Training and Department of Home Affairs (DHA) by Australian National College and can lead to cancellation of their student visa (depending on the outcome of any appeal process if accessed).

• The Course Coordinator or the Trainer/Assessor will work with the student to ensure that the discussed intervention strategy is implemented and produces higher levels of Course progress. Where the intervention strategy fails to promote student’s Course progress a further meeting will be arranged to discuss additional support / counselling.

• Without a reasonable cause, where a student fails to achieve satisfactory course progress, Australian National College will take steps to report the student to Department of Home Affair by terminating a student enrolment which can lead to cancellation of his or her visa, depending on the outcome of any appeals process. (Please refer to Complaint and Appeal Policy and Procedure)

• The reasonable cause is compassionate or compelling circumstances that are beyond the control of the student and they have an impact on the student’s capacity and/ or ability to progress through course. These could include but are not limited to:

a. Serious illness to injury, where a medical certificate states that the student was unable to attend classes

b. Bereavement of close family members such as parents or grandparents (where possible death certificate should be provided).

c. Major political upheaval or natural disaster in the home country requiring their emergency travel and this has impact on their studies.

d. A traumatic experience which could include but not limited to:

i. Involvement in or witnessing of an accident, or


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ii. A crime committed against the student, or

iii. The student has been witness to a crime and that has impact on the student (these cases should be supported by the police or psychologist’s report).

• Where Australian National College has assessed the student as not achieving satisfactory course progress, Australian National College will notify the student in writing of its intention to report the student for not achieving satisfactory course progress. The written notice will inform the student that he or she is able to access Australian National College’s complaints and appeals process and that the student has 20 working days in which to do so.

• Where the student has chosen not to access the complaints and appeals processes within the 20 working days period, the reporting of student unsatisfactory course progress will be reported to Department of Education and Training and Department of Home Affairs (DHA) via PRISMS.

2.3 ACTIVATION OF INTERVENTION STRATEGY: • If a student is not deemed competent in one or more units in a study block the Student

Support Team shall immediately send a 1st Warning Letter indicating that the student is required to contact Australian National College and organise an appointment with the Student Support Team to discuss their poor Course progress and intervention strategies to ensure they stay up to date with Course progress requirement for the following Study block and the Semester. If the student does not respond within 7 days the Student Support Team will attempt to contact the student via telephone. A period of 20 days would be given to the student to make contact with the relevant officers. If the student respond, an intervention strategy will be implemented

• A 2nd warning letter will be send after the 20 days period is over if the student fails to contact Australian National College. The student would be given 20 days to make contact with the student support at Australian National College. If the student respond, an intervention strategy will be implemented

• If the student does not respond after the 20 days, the student shall be sent a “STUDENT COURSE PROGRESS BREACH RECORDED LETTER”

2.4 WHEN A STUDENT’S FAILS TO MAINTAIN THEIR COURSE PROGRESS EVEN AFTER IMPLEMENTATION OF INTERVENTION

• The student shall be sent a ‘Breach Recorded’ letter indicating they are going to be reported to Department of Education and Training and Department of Home Affairs (DHA) for unsatisfactory course progress in their enrolled course of study. They will be informed that this has occurred as they have failed maintained their course progress even after the implementation of Intervention strategies or fail to avail the extra support services available to complete the course as per their confirmation of enrolment.

• They are also informed of their ability to access the complaints and appeals process and have 20 working days to do so.


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• If the student does not go through any appeal or complaint process within 20 working days, the student will be reported to Department of Education and Training and Department of Home Affairs (DHA) for unsatisfactory course progress via PRISMS.

• Australian National College must only report unsatisfactory course progress in PRISMS in accordance with section 19(2) of the ESOS Act if:

• the internal and external complaints processes have been completed and the decision or recommendation supports the registered provider, or

• the overseas student has chosen not to access the internal complaints and appeals process within the 20 working day period, or

• the overseas student has chosen not to access the external complaints and appeals process, or

• the overseas student withdraws from the internal or external appeals processes by notifying the registered provider in writing.

• Where a decision or outcome of Complaint and Appeal is in favour of the student, Australian National College will immediately revoke the decision to report the student unsatisfactory course progress.

• In above circumstances, the decision must be taken at the discretion of Australian National College Director of Studies.

• A copy of all letters, details of phone calls/SMS made, and any reports are to be kept in the student files as per the records management policy and procedures.

STUDENT VISA REQUIREMENTS – MONITORING ATTENDANCE

POLICY Under the National Code 2018, Australian National College must monitor overseas student attendance for each course in which the overseas student is enrolled where:

• The requirement to implement and maintain minimum attendance requirements for overseas students is set as a condition of Australian National College’s registration by an ESOS agency.

In above circumstances, this policy must be implemented. This policy and processes below must enable Australian National College to identify, notify and assist an overseas student at risk of not meeting attendance requirements where there is evidence from the overseas student’s participation in tuition activities that the overseas student is at risk of not meeting the attendance requirements.


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Australian National College must inform the overseas student before they commence the course of the requirements to achieve satisfactory attendance in each study period. The table below clearly outlines the requirements to achieve satisfactory attendance in each study period.

Minimum Requirement to achieve satisfactory attendance in each study period Method for working out minimum attendance

Vocational education and training(VET) Course

Minimum requirement for attendance is 80 percent of the scheduled contact hours for the course.

A Semester is study period comprising of 26 weeks (six months) with 20 weeks of scheduled class for teaching (training and assessment). The scheduled course contact hours is 20 hours a week. The scheduled course contact hours required for VET courses in a study period is: 20 weeks x 20 hours per week = 400 hours Therefore, 80% of 400 hours = 320 hours The minimum attendance required in each study period for an overseas student enrolled in a VET course works out to be minimum of 320 hours.

“Scheduled course contact hours is defined as the hours for which students enrolled in the course are scheduled to attend classes, course-related information sessions, supervised study sessions, mandatory and supervised work-based training and examinations.” The document provides procedures to ensure the attendance of all overseas students (referred to as student from hereafter) is recorded and these attendance records are monitored. This allows for early detection of a student’s poor attendance and enables Australian National College to provide support to students with low attendance.

2. SCOPE All staff are made aware of the requirements of this policy and procedure and related attendance requirements through Australian National College Staff Induction process and ongoing professional development activities.

3. PROCEDURE (PROCESSES) 3.1 INFORMING STUDENTS ABOUT REQUIREMENTS

Overseas students are informed about the requirements to achieve satisfactory attendance in each study period through:

• Student Handbook available on Australian National College Website (www.anc.vic.edu.au ) • Monitoring Attendance Policy & Procedure (this document) available on Australian National College Website

(www.anc.vic.edu.au )




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• Enrolment Acceptance Agreement • Orientation Program at the start of the course

Students are also informed of their ability to access Australian National College internal and external complaints and appeals process within the 20 working day period after the breach of attendance requirements (below 80% in a study period) is notified by Australian National College.

3.2 PROCESSES FOR RECORDING COURSE ATTENDANCE

Student attendance is taken by trainer/assessor for every scheduled class (training and assessment) time. The student attendance is recorded using Australian National College class Attendance Record Sheet. The class Attendance Record Sheets are prepared for each weeks in advance, and includes place to record:

• Course Name • unit/subject code and name, • session date, time and room number • student id, student name • Student signature in Morning and Afternoon class, • comments (if any attendance variation occurred)

Completed Attendance Record Sheets for each week must be submitted to Student Administration. Student Administration must ensure these Attendance Record Sheets are recorded (kept) secure. For each study period, all student attendance records must be entered and calculated using suitable spreadsheets or database systems. The availability and effectiveness of these systems must be ensured by Australian National College Director of Studies. The decision to approve student’s request for absence from class (i.e., temporary postponement of enrolment during studies) must take compassionate and compelling circumstances of the student into account. These could include, but are not limited to:

• serious illness or injury, where a medical certificate states that the student was unable to attend classes • bereavement of close family members such as parents or grandparents (Where possible a death certificate

should be provided) • major political upheaval or natural disaster in the home country requiring emergency travel and this has

impacted on the student’s studies; or • a traumatic experience which could include: • involvement in, or witnessing of a serious accident; or • witnessing or being the victim of a serious crime, and this has impacted on the student (these cases should be

supported by police or psychologists’ reports) • where Australian National College was unable to offer a pre-requisite unit; or • Inability to begin studying on the course commencement date due to delay in receiving a student visa.

If student absence from class is approved, then the student’s attendance will be recalculated for the affected study period. 3.3 PROCESSES FOR MONITORING COURSE ATTENDANCE


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The attendance records for each individual student must be analyzed within the Australian National College’s defined study period “A Semester is study period comprising of 26 weeks (six months)”, or more frequently if deemed necessary by the Director of Studies for those students who are already at risk, whereby early intervention is required and a warning Letter will be sent to student who are at Risk of not meeting Australian National College Attendance requirements. Australian National College will monitor attendance weekly as required by the ESOS agency. All relevant staff (Student support and Trainers /Assessors) are informed of processes for recording course attendance and the importance for accuracy when entering and collating completed Student class Attendance Record Sheets through the staff induction program and through regular monitoring by the Director of Studies.

3.4 AUSTRALIAN NATIONAL COLLEGE INTERVENTION STRATEGY

This intervention strategy must be followed to identify, notify and assist students who are at risk of not meeting attendance requirements before the student’s attendance drops below 80 per cent. The following processes are used for determining the point at which the student has failed to meet satisfactory course attendance.

Circumstances Action Responsibility Comment

Student who is at risk

• Identify student who is at risk • Notify the student by sending 1st

warning letter stating risks of unsatisfactory course attendance and ramification to their enrolment and visa requirements

• Assist the student by arranging

meeting with Australian National College Student Support Team, provide information about additional support services available

•

Class Trainer/

Student Support Team

Early Warning

Student who is at risk

• Identify student who is at risk • Notify the student by sending 2nd

warning letter stating risks of projected attendance to fall below 85% for study period.

• Ramification to their enrolment and

visa requirements • Assist the student by arranging

meeting with Australian National College Student Support Team, provide information about

Class Trainer/


Early intervention is required (Meeting With Student )


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additional support services available and referral to external counselling (if needed)

Attendance drops below 80 per cent

Identify student whose attendance has dropped below 80 per cent using Australian National College student attendance records

• Notify the student by sending

Breach of Attendance Requirements (Final Warning Letter) stating the breach of attendance requirements has occurred, and information about support services available and referral to external counselling (if needed).

Inform the Director of Studies about the student whose attendance has dropped below 80 per cent. • Assist the student by arranging a

meeting with Trainer, provide support, review previous support strategies in place for the student, provide additional support services, and referral to external counselling (if needed)


Intervention is required

Attendance drops to 70 per cent

• Identify student whose attendance has dropped to 70 per cent using Australian National College student attendance records.

Director of Studies

Reporting is required Note: For VET Courses, if the student is still attending at least 70% of the scheduled course contact hours and is maintaining satisfactory course progress, Australian National College may decide not to report the student for breaching the attendance requirements.

3.5 REPORTING STUDENT FOR NOT MEETING ATTENDANCE REQUIREMENT

Australian National College must follow this policy and processes to report students who do not meet attendance requirements. Australian National College may decide not to report the student for breaching the attendance requirements if the overseas student is still attending at least 70 per cent of the scheduled course contact hours and for VET courses, the student is maintaining satisfactory course progress. If Australian National College has assessed that the student is not meeting attendance requirements in accordance with its policies, Australian National College must give the student a written notice of its intention to report.


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Australian National College must also advise the student of their right to access Australian National College’s internal complaints and appeals process within 20 working days from the notification date. Australian National College’s complaints and appeals policy and procedures are available on the Student Handbook from Australian National College website (www.anc.vic.edu.au ). Where a decision or outcome is in favor of the student, Australian National College will immediately revoke the decision to report the student unsatisfactory course attendances, and the student’s attendance will be recalculated. Australian National College must maintain the student’s enrolment by only reporting a breach of attendance requirements in Provider Registration and International Student Management System (PRISMS) in accordance with section 19(2) of the ESOS Act. if:

• the internal and external complaints processes have been completed and the breach has been upheld; • the student has chosen not to access the internal complaints and appeals process within the 20 working day

period; • the student has chosen not to access the external complaints and appeals process; or • the student withdraws from the internal or external appeals process by notifying Australian National College in

writing. In above circumstances, the decision must be taken at the discretion of Australian National College Director of Studies.



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TRANSFER OF STUDENTS BETWEEN PROVIDERS

INCOMING STUDENTS

The following procedure is relevant to any student who applies for a course within the ANC and is currently studying on-shore with another registered provider.

For this procedure to be completed, the applicant must provide a copy of their Student Visa and COE number from previous provider to search for student’s personal details into PRISMS. Once this information is obtained the following steps are taken:

I. Director of Studies accesses the student personal details via PRISMS. II. Using the copies for COE / Offer letter from student’s current education provider, Director of Studies

will ascertain if the length of studies completed in their current principal course of study is greater than 6 months. They may also request the copy of the student visa & the passport to ascertain student’s arrival date to Australia.

III. In completing this process a copy of the PRISMS record will be printed and will be attached to the student’s application.

IV. If they have completed more than 6 months of their principal course of study, the application process will be finalised as per ANC’s policies.

V. Where a student has NOT completed 6 months of their principal course of study, The Student will be advised to provide an appropriate letter of release from their current education provider unless any of the conditions (I - IV) as listed under policy statement are applicable.

VI. To support with the release letter application, student will be provided with a ‘ Letter of Offer’ VII. Student will be advised to contact the Original (Principal) Course Provider to get a Letter of Release.

VIII. The Principle course provider, Records the release in the PRISMS. IX. Student Bring back the release; letter and Director of Studies access the applicant release status in

PRISMS and Issue the eCoE accordingly as per the offer letter and Agreement. Note: Where a student is in receipt of a Government scholarship, he/she should provide written support from the government agreeing to the change which will stand in lieu of any letter of release.

X. If such a letter of release is received and the student has no outstanding fees to be paid to the prior

institution or other outstanding matters of concern, the application will be finalised as per ANC’s policies and procedures.

XI. If satisfactory letter of release is not obtained from such students, the application process will be halted and the student will be informed that they are unable to transfer at this time. They are welcome to re-activate their application when the six month period into the principal course of study is passed.

The National Code 2018 restricts the capacity of students to transfer to other providers prior to completing six months of their principal course. ANC will not allow students to transfer to another provider within six months of the commencement of their principal course of study in circumstances where the transfer would be detrimental to the study plan as detailed in their application.


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Circumstances that are considered detrimental to a student’s study plan could be but are not limited to: • Change in Study Plan • Transfer to a lower level of studies • Increased tuition costs, particularly in cases where deposits paid in advance to ANC are non-

refundable • Increased duration of studies in Australia • Insufficient preparation for further studies • Qualifications not recognised by Higher Education Providers as satisfying their entry requirements • Level of support services at new provider are not equivalent to ANC’s support services • Transfer would jeopardise student’s progression through a package of courses • Within 6 months’ of a course beginning students may experience home-sickness and transfer to

another registered provider is not likely to overcome this problem • Where ANC is of the view that the student is avoiding being reported to Department of Education and

Training and Department of Home Affairs (DHA) via PRISMS as a result of failure to meet academic progress requirements

• the transfer would put you (The Student) in breach of his/her visa conditions • You (The Student)owe money to the provider.

Any requests that are received in relation to a student wishing to transfer education providers shall be the responsibility of the Director of Studies. The Director of Studies shall assess the applications to transfer education providers and conclude an outcome based on the following procedure.

OUTGOING STUDENTS

The following procedure is relevant to those students wishing to transfer to another education provider prior to completing six (6) months of their principal course of study at ANC.

I. Students may send a written request (email is satisfactory) to CEO / Director of Studies indicating their wish of transferring the course to another provider along with the detailed reasons.

II. Release letter shall be issued only in situations as listed below: • ANC has cancelled/ceased to offer your program (letter from ANC supplied) • there is evidence of compassionate or compelling circumstances (Supporting Documents need

to be submitted to ANC to support your application for transfer) • the ANC fails to deliver the course as outlined in the written agreement • there is evidence that the overseas student’s reasonable expectations about their current course

are not being met • there is evidence that the overseas student was misled by the ANC or an education or migration

agent regarding the ANC or its course and the course is therefore unsuitable to their needs and/or study objectives

• an appeal (internal or external) on another matter results in a decision or recommendation to release the overseas student.

• Government sponsor considers the change to be in your best interest, if you are a sponsored student (written confirmation from sponsor required)

• Exceptional circumstances (documentation required to support circumstances and a letter of offer from another provider is required)


https://www.education.gov.au/


https://www.homeaffairs.gov.au/

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III. The student is required to provide a valid ‘offer of enrolment’ from the new provider authenticating the transfer and the student is able to provide a letter indicating the benefits of transferring from their current course of study.

IV. In assessing the application to transfer, Student Support Team will check the following points:

• Ensure any outstanding tuition fees are paid • Ensure the student is fully aware of all issues relating the transferring of providers • Check student records to ensure the student is not trying to avoid being reported to Department of

Education and Training and Department of Home Affairs via PRISMS due to the breach in course progress requirements/Course Attendance Requirements.

V. Once the above points have been addressed by the Administration officer, a ‘Letter of Release’ will be granted at no charge to the student. The student will also be advised of the need to contact Department of Home Affairs and obtain a new visa if the course they transfer to is not a Higher Education / VET course. Any relating issues will be reported to the CEO / Director of studies.

VI. Director of Studies/ANC Delegate must report the student’s termination/Release of studies via PRISMS

Note:

• The above process should not take more than 5 Working Days once the student has provided all the necessary documentation.

• All requests, considerations, decisions and copies of letters of release shall be placed on student’s file • The approval of transfer of a student to another institution does not indicate the agreement to provide

any refund. Refunds are governed by the ANC’s refund policy independent of this policy. • The letter of release will be issued at no extra cost to the student. • Student will be advised that “Student need to contact the Department of Home Affaire (DHA) offices

to seek advice on whether a new Student visa is required. • If the ANC refuse the transfer request, ANC must inform the overseas student in writing of:

o the reasons for the refusal of Release letter o the overseas student’s right to access the provider’s complaints and appeals process, in

accordance with Standard 10 (Complaints and appeals), within 20 working days. • Refusal of the release will be consistent with the ANC’s policy and procedure as set out in point 2.2 of

this procedure and the other requirements of the standards, especially Standard 7.5 of National Code 2018.

• ANC will inform the student of his or her right to appeal the ANC’s decision in accordance with the ANC’s complaints and appeals policy and procedure.


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ELICOS COURSE PROGRESS POLICY AND PROCEDURES

PURPOSE To provide students and staff at Australian National College with guidelines on dealing with student’s course progress and ensure that students complete the course within expected duration.

This policy will ensure that all students’ academic progress is monitored and students are provided required support to achieve the required academic progress for each course in which they are enrolled in.

SCOPE

This policy applies to: • All Australian National College students who enrolled in ELICOS course on a student visa.

• Australian National College Admissions team, Academic staff, Student Services team and Administrative staff.

All Australian National College staff is made aware of the requirements of this policy through regular meetings, staff updates, Staff Induction and continuous improvement practices. Students are made aware of the academic progress requirements through Student Handbook, Prior to enrolment and before the commencement of the course, and orientation program/processes and throughout the course by Academic and Admin staff. This document provides procedures to ensure the Course progress of all overseas students (referred to as the student from hereafter) is recorded and monitored. This allows for early detection of a student’s unsatisfactory course progress and enables ANC to provide support to the students with poor academic course progress by means of implementing intervention strategies and providing extra support.

GENERAL POLICY

I. Every effort is made to proactively assist students to achieve satisfactory course progress and complete the course within the expected duration.

II. All students are expected to take responsibility for their own learning and behaviour. Every student is

expected to adhere to the requirements of this policy and the requirements of Australian National College with regard to completion and submission of assessment. Students not satisfying to these requirements will be notified and proactively supported. Students will be counselled and advised that if course progress does not improve to satisfactory levels then their enrolment may be cancelled.

III. Course progress will be monitored by, Teachers and the Student Administration Officer. Teachers are

required to keep appropriate records and to undertake assessments in a timely fashion to enable effective monitoring of student progress and the implementation of all procedures.


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IV. This document provides procedures to ensure the Course progress of all overseas students (referred to

as the student from hereafter) is recorded and monitored. This process, allows for early detection of a student’s Unsatisfactory course progress and enables Australian National College to provide support to the students with poor academic course progress. This is achieved by implementing intervention strategies and providing extra support by proving extra work/classes.

DEFINITIONS

i. Unsatisfactory course progress is defined as failing to pass at least 60% of assessment Tasks across all four macro skills in a study periods.

ii. Satisfactory course progress is defined as attaining an average minimum grade of 60% (from mid-course and end of course summative exams) in three of the skill sets (Reading, Writing, Speaking and Listening).One skill set result may be below 60%, but not less than 50%..

iii. Study Period is defined as 10 weeks (ELICOS Courses) iv. CRICOS is the Commonwealth Register of Institutions and Courses for Overseas Students v. PRISMS is the Provider Registration and International Students Management System

vi. ELICOS is English Language Intensive Courses for Overseas Students.

The following procedures outline a process to ensure that students are made aware and given opportunities by the means of activation of intervention strategies to rectify the situation.

PROCEDURES TO RECORD, MONITOR AND ASSESS COURSE PROGRESS

1) All Teachers receive an induction and updates in respect to the delivery and assessment.

2) All students are advised at commencement of the course of the assessment processes.

3) Students are required to participate in 2 exams, i. mid-term exam in week 5 and

ii. Final exam in week 10 of their individual level of study.

4) The syllabus also include assessment of learning outcomes which is divided between a mid-course

exam (in week 5) and final exam (in week 10).

5) Students are required to complete all required assessment tasks and submit them for assessment.

5. Course progress will be monitored by Teachers and the Student Support officer. It is in the job role of the teacher that they should be vigilant at all times to identify students who might be at a risk of not achieving satisfactory course progress prior to the start of the formal monitoring process. The indicators of student who might be at risk could involve but not limited to:

e. Student not participating in class activities


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f. Change in students’ behaviours in class and showing no interest in class g. Student proactively mentioning issues he or she is facing

The teacher and student support team will be responsible to contact the student by telephone to arrange for a meeting with the student provide extra support for student. Extra support includes offering counselling, support and advice with a view to improving student wellbeing/course progress. Student would be referred to our appointed counsellor Mr Hamesh Yadav where required.

6) Early Intervention- Student’s course progress is monitored after week 5 (Mid Term-Exam). Teachers are required to proactively support students regularly and student feedback are collected regularly and are recorded in student files accordingly. If student/s is identified “at risk “of failing, is identified at risk of not making satisfactory course progress, an early intervention strategy is implemented before the end of the Study period (10 Weeks).

• Appropriate intervention strategy will be implemented where the student is at the risk of not maintaining satisfactory course progress.

• The student will be contacted by Australian National College Student Support Team/ administration staff by telephone, email or mail and invited to a meeting to develop an action plan, which assists to improve student’s academic progress.

• The student will need to come and discuss the appropriation of the course selection and opportunities for reassessment in subjects previously been assessed as ‘unsatisfactory’.

• Students will be made aware of unsatisfactory course progress and will be reported to Department of Education and Training and Department of Home Affairs (DHA) and can lead to cancellation of their student visa (depending on the outcome of any appeal process if accessed).

• The Course Coordinator or the English Teacher/s will work with the student to ensure that the discussed action plan is implemented and produces higher levels of academic progress. Where the intervention strategy fails to promote student’s academic progress a further meeting will be arranged to discuss additional support / counselling.

• Without a reasonable cause, where a student fails to achieve satisfactory course progress, Australian National College will take steps to report the student to Department of Home Affair by terminating a student enrolment which can lead to cancellation of his or her visa, depending on the outcome of any appeals process. (Please refer to Complaints and Appeal Policy and Procedure)

• The reasonable cause is compassionate or compelling circumstances that are beyond the control of the student and they have an impact on the student’s capacity and/ or ability to progress through course. These could include but are not limited to:

e. Serious illness to injury, where a medical certificate stages that the student was unable to attend classes

f. Bereavement of close family members such as parents or grandparents (where possible death certificate should be provided).


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g. Major political upheaval or natural disaster in the home country requiring their emergency travel and this has impact on their studies.

h. A traumatic experience which could include but not limited to:

iv. Involvement in or witnessing of an accident, or

v. A crime committed against the student, or

vi. The student has been witness to a crime and that has impact on the student (these cases should be supported by the police or psychologist’s report).

• Where Australian National College has assessed the student as not achieving satisfactory course progress, Australian National College will notify the student in writing of its intention to report the student for not achieving satisfactory course progress. The written notice will inform the student that he or she is able to access complaints and appeals process and that the student has 20 working days in which to do so.

• Where the student has chosen not to access the complaints and appeals processes within the 20 working days period, the reporting of student unsatisfactory course progress will be reported to Department of Education and Training and Department of Home Affairs (DHA) via PRISMS.

6. INTERVENTION STRATEGIES 6.1 Students are counselled on strategies to improve their performance, and a range of intervention strategies or other support strategies will be developed as required. 6.2 Intervention strategies include, but are not limited to:

• Reviewing Study skills/techniques • Reviewing organisational/time management skills • Providing additional English Language support • Referral to Welfare Officer for counselling or referral to external provider • Recommending tutoring outside class hours • Setting up follow up meetings • Other strategies negotiated with the student

7. UNSATISFACTORY COURSE PROGRESS WARNING LETTER

i. Course progress will be determined at the end of the study period. Students will receive a report with a statement of students’ results (learning Outcomes) for all assessments undertaken during the study period and a teacher’s comment. This report is assessed to determine whether or not the student is progressing satisfactorily


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ii. If the student has failed to pass 60% of assessment tasks across all four macro skills, the student will be notified in writing that they are at risk of breaching their visa requirements and an intervention meeting is required.

iii. An intervention strategy will be negotiated with the student and implemented

8. INTENT TO REPORT

i. Students who have failed to pass 60% of assessment tasks across all four macro skills even after the implementation of intervention strategies and other support services available, the student will be issued with an Intention to Report letter. The letter will clearly state that the student can appeal the matter using the Complaints and Appeals Policy within 20 working days of the letter being issued.

ii. Students have the right to access the Complaints and Appeals Process at no charge to the students.

Please refer to the Complaints and Appeals policy and procedure for further information.

iii. The student’s enrolment will be maintained while the complaints and appeals process is ongoing. 9 REPORT AND NOTIFICATION OF STUDENT

• If ANC has assessed that the student is not meeting Course Progress requirements in accordance with its policies, ANC must give the student a written notice of its intention to report.

• Australian National College will also advise the student of their right to access the ANC’s internal complaints and appeals process within 20 working days from the notification date. The ANC’s complaints and appeals policy and procedures are available on the ANC website (www.anc.vic.edu.au ) and Student handbook.

• Where a decision or outcome is in favour of the student, the Australian National College will immediately revoke the decision to report the student unsatisfactory course progress & provide support to ensure overseas student is in a position to complete the course within the expected duration specified on the overseas student’s CoE

• Australian National College will maintain the student’s enrolment by only reporting a breach of Satisfactory Course progress requirements in Provider Registration and International Student Management System (PRISMS) in accordance with section 19(2) of the ESOS Act. if:

o the internal and external complaints processes have been completed and the breach has been upheld;

o the student has chosen not to access the internal complaints and appeals process within the 20 working day period;

o the student has chosen not to access the external complaints and appeals process; or o the student withdraws from the internal or external appeals process by notifying ANC in writing.



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In above circumstances, the decision will be taken at the discretion of Australian National College Director of Studies with academic staff. Where this is not possible their non-compliance of this course progress requirement will be reported to Department of Education and Training and Department of Home Affairs (DHA) via Provider Registration and International Students Management System (PRISMS).

Monitoring Course Progress requires Australian National College to have a documented intervention strategy.

INTERVENTION STRATEGY GUIDELINES

Introduction: Intervention Strategies to be put in place may incorporate the following: • Student will be advised to attend the catch up classes

• Mentoring programs will be implemented

• Counselling will be arranged for the student

Reduction of load may be advised but the student will be advised to complete the course in the expected duration and he/she cannot exceed duration beyond the specified course duration on CRICOS.

Allowable extensions of course duration (National Code 2018)

The registered provider must not extend the duration of the overseas student’s enrolment if the overseas student is unable to complete the course within the expected duration, unless:

o there are compassionate or compelling circumstances, as assessed by the registered provider on the basis of demonstrable evidence, or

o the registered provider has implemented, or is in the process of implementing, an intervention strategy for the overseas student because the overseas student is at risk of not meeting course progress requirements, or

o an approved deferral or suspension of the overseas student’s enrolment has occurred under Standard 9 (Deferring, suspending or cancelling the overseas student’s enrolment).

This intervention strategy specifies the procedures for identifying and assisting students at risk of not meeting the required course progress requirements i.e. not attaining competency in one or more units undertaken/enrolled in a study period. This intervention strategy must be made available to staff and students.

The intervention strategy guidelines have been designed to assist Australian National College staff in determining how to assist students at risk of not meeting satisfactory course progress requirements as required by the Monitoring Course Progress Policy and Procedures.

Australian National College will implement intervention strategy for each student on a case-by-case basis. These guidelines include suggested actions, however these suggested actions are not exhaustive.



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INTERVENTION STRATEGY GUIDELINES

Action Responsibility Comment

Early Intervention

{After 5 week of Study)

Student Support Team/Course Co-Coordinator

Australian National College will implement its intervention strategy (Early Intervention) in respect of students who are identified for the first time as not making satisfactory course progress in week 5- Mid Term Exam.

Australian National College Will:- • Identify student who is at risk of not maintaining

Satisfactory Course Progress.

• Notify the student by sending the “Unsatisfactory course progress 1st warning letter” stating risks of unsatisfactory course progress and ramification to their enrolment and visa requirements

• Assist the student by arranging meeting with

Australian National College Student Support Team, provide information about additional support services available and referral to external counselling (if needed).

Intervention Strategy activated where the students attends

Student Support Team/Course Co-Coordinator

EARLY INTERVENTION IS REQUIRED • Student Support Team/Course Co-Coordinator in

conjunction with student will complete the meeting with student form and the intervention strategy form.

• Where a student meets with either the student support

team or course coordinator, the student’s enrolment cannot be cancelled due to not meeting satisfactory course progress if an intervention strategy has not been activated

• Assist the student by arranging meeting with

Australian National College Student Support Team, review previous support strategies in place for the student, provide additional support services, and referral to external counselling (if needed)

• Students would be monitored and supported through

intervention strategies


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Intervention Strategy activated where students does not attend or contact the college

Student Support Team /Course Co-Coordinator

• Student was sent the “Unsatisfactory course progress 1st warning letter” and the 5 days’ timeline has now passed

• Notify the student by sending “Unsatisfactory course progress 2nd warning letter” Requirements and information about support services available and referral to external counselling (if needed).

• Where the students still does not contact the college, an “Unsatisfactory course progress breach

• recorded letter” will be sent after 5 days advising the student that they are in breach of their Student Visa Course requirements and will be reported via the PRISMS reporting system after the 20 business days given has lapsed

Tailoring of Intervention Strategy

Student Support Team / Director of Studies

Intervention Strategies should be tailored to suit each individual student’s needs.

Intervention Strategies

Student Support Team / Director of Studies

Intervention strategies can cover, but not limited to:

• Transition support

• English language support

• Study skills support

• Welfare support

• Reduction in course load

Intervention Strategy-

Transition support

Director of Studies /

Student Counsellor

Students requiring transition support may be directed to the Student Support Team for assistance with:

• Accommodation problems

• Cultural shock, homesickness

• Local customs and etiquette

• Balancing work commitments and studies


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Intervention Strategy- English Language Support


Student Counsellor

Students requiring assistance with English language support may be directed to English Language Trainer. Students can receive assistance in:

• Grammar

• Oral

• Formatting

• Research skills presentations

• Presentations

Concurrently with their normal studies.

Intervention Strategy- Study skills support


Student Counsellor

Students requiring assistance with study skills may be directed to Counsellor or Director of Studies.

Students can receive assistance in:

• Assessment expectations (e.g. due dates)

• Exam preparations

• Time management

• Class attendance and participation

• Academic referencing and plagiarism

• Reading and note taking skills

• Research, web searching, and library skills

Intervention Strategy- Welfare support


Student Counsellor

Students may be directed to Student Support Team, Doctor or Counsellor to receive assistance with personal issues influencing progress


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Intervention strategy- Reduction in course load


Student Counsellor

Where it is believed the above intervention strategies will not assist a student in meeting satisfactory course progression a reduction in course load may be considered. Students must complete their studies within the duration of their Confirmation of Enrolment (eCoE) however if an approved intervention strategy has been implemented students may apply for eCoE extension if they cannot catch up through study in non-compulsory period.

Director of Studies to be advised if student requires changes to length of eCoE.

Study Plan

Course Coordinator / Director of Studies

An amended study plan may be required for a student who has an intervention strategy in place. The student must receive a copy of the amended study plan and a copy must be in student’s file.

End of Intervention strategy

Course Coordinator / Director of Studies

A closing meeting will be arranged with the student. The course coordinator will complete a “meeting with Student Form”

Student with successful outcome from the intervention strategy and final exam of that study block, will be promoted to the next level as appropriate.

Student with unsuccessful outcome from the intervention and final exam of that study block, would be re-assigned to the same level as relearning would be required for them. The current intervention would be closed and the student will be required to repeat the same level.

Evidence of Intervention strategy

Director of Studies

Documentary evidence of the measures implemented should be kept in student’s academic file. Student should receive a copy of the intervention documentation.

When an intervention strategy has been activated for a student, documentation must be kept in the student’s file for all follow up meetings, support provided and strategies undertaken by the student. The students’ on-going intervention documentation is kept with the teacher until the end of the 10 weeks and would be followed up with a closing meeting based on the Final Exam for that study block and filed at the end of the 10 weeks

If it is noted that the student is not following the intervention strategy in place for the student, it is recommended that the student is sent a letter reminding the student that if they continue to not meet academic progress requirements he/she will be reported to Department of Education and Training and Department of Home Affairs (DHA) which may result in their student visa being cancelled. The intervention continues over the following study block if the student fails to follow the intervention strategy as well as failing the final exam designed in the previous study block.


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STUDENT ATTENDANCE PROGRESS MONITORING POLICY AND PROCEDURES FOR ELICOS COURSES PURPOSE

The Attendance Monitoring Policy and Procedure for ELICOS ensures that the College systematically monitors students’ compliance with the student visa conditions relating to attendance. Australian National College will notify and counsel students who are at risk of failing to meet attendance requirements and will report students under Section 19 of the ESOS Act who have breached the attendance requirements.

SCOPE

This policy is designed for potential or current students who are considering enrolling, or are enrolled in one of the ELICOS courses delivered by Australian National College. The ELICOS Student Support Team is responsible for monitoring the procedures outlined in this policy and ensuring compliance at all times. All Teachers as well as Administration staff who are involved in delivering and administering ELICOS courses must also adhere to this policy.

RELEVANT STANDARDS, ACTS AD LEGISLATIONS

The policy supports Standard 8: Overseas student visa requirements of The National Code of Practice for Providers of Education and Training to Overseas Students 2018 and Standard P3-Teaching ELICOS and Standard P4- Assessment of ELICOS students of the ELICOS standards 2018.

DEFINITIONS

Term Definition

Satisfactory Course Progress

Students meet satisfactory course progress when they score at least 60% in each assessment within one study period (see Study Period definition below.)

At Risk Student not meeting satisfactory course progress requirements

Intervention It is a process for supporting students who, because of poor academic results, are identified as being at risk of failing to make satisfactory course progress

Study Period Australian National College defines one study period as being 10 weeks for all the ELICOS courses delivered by the College

Special Consideration This term is used when a student who is experiencing significant difficulties or anticipates that he/she will have, in meeting assessment requirements due to serious illness or psychological condition, loss or bereavement, hardship or trauma, applies to have those circumstances considered in the determination of variation to assessment requirements or other special arrangements for learning and assessment.

Attendance It is 20 hours per week, face to face in-class contact time between a student and a Teacher


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POLICY

Australian National College will: A. Inform all staff and students about the Attendance Monitoring Procedures and will make it available to all staff

and students. B. Record the attendance of each student for the scheduled course contact hours for each ELICOS registered

course in which the student is enrolled C. Regularly assess the attendance of students in accordance with attendance policies and procedures. ‘Regular

assessment’ means that attendance should be assessed frequently enough that a provider is able to make judgements about the student’s level of attendance in each study period.

D. Notify the student in writing of its intention to report the student for not achieving satisfactory attendance of 80%. The written notice must inform the student that he or she is able to access Australian National College’s complaints and appeals process as per Standard 10: Complaints and Appeals and that the student has 20 working days in which to do so.

E. Carefully review and record compassionate and compelling circumstances when deciding whether to report a student for breaching the 80% attendance requirement where:

a. The student produces documentary evidence clearly demonstrating that compassionate or compelling circumstances (for example illness where a medical certificate states that the student is unable to attend classes) apply;

b. Australian National College confirms that the student is attending at least 70 per cent of the scheduled course contact hours for the course in which he or she is enrolled.

F. Maintain records as follows: a. Evidence on students’ files of contacting and counselling students who have been identified as at risk of

not meeting attendance requirements b. Evidence of all breaching letters sent to the student when attendance is below 80% c. Evidence that the attendance policies and procedures have been provided to staff and students.

PROCEDURE:

5.1. ATTENDANCE RECORDING

Student attendance is monitored each session of scheduled class time using the ‘Class Attendance Record Sheet’ (Appendix A). Each teacher will be provided a ‘Class Attendance Record Sheet’ that will include the names of all students currently enrolled in each class. The Student Support Team populates class Attendance Record Sheet at the beginning of each week. Each Teacher shall also be responsible for ensuring the list of student names and recorded attendance is accurate at all times.

The following method is followed in recording a student’s attendance: Session 4/5/6.5/8 Hours (Per day)

Meaning

Student Signature Full Attendance Achieved

No Signature No Attendance

Student attendance is then tallied for the day and the Teacher will be required to sign the attendance record at the end of each session and confirm the accuracy for the recorded attendance of each student.

The ‘Student Attendance Record Sheet’ is to be submitted to the Student Support Team at the end of each day. The Student Support Team will ensure these record sheets are maintained securely and collated as required.


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All attendance shall be recorded in the Australian National College’s Attendance System (Excel Spreadsheet) which shall record each student’s attendance and shall calculate the projected attendance of each student if they were to attend all remaining classes.

All relevant staff (Student Administration & Teachers) are informed of this process and the importance for accuracy when entering and collating student attendance through the staff induction program and through regular monitoring by the CEO.

5.2. ATTENDANCE MONITORING

The Student Support Team will monitor the student attendance. The projected attendance will be monitored each week to ensure students are given every opportunity to rectify a poor attendance record and prevent reporting procedures being implemented.

At the beginning of each course the Australian National College’s Attendance System’ (Excel Spreadsheet) will be set up with each of the students and their relevant required course hours.

All ‘Student Attendance Record Sheet’s’ are to be submitted to the Student Support Team who will enter all data into the Australian National College’s Attendance System (Excel Spreadsheet). At the end of each week it is the responsibility of the Student Support Team to ensure all attendance records are up to date and are accurate.

At this time, once per week, the Student Support Team checks the attendance percentage of all students and monitors the individual attendance of each student.

Where an individual student attendance falls into the any of the following categories the associated action shall be taken:

Student Attendance Status

Australian National College Action

Any student who has missed 5 consecutive days of classes without prior approval

The student will be immediately contacted by phone / email to gain an explanation and inform them of the need to attend classes and the effect on their projected attendance if they do not attend. If contact by phone is not unsuccessful, the Student Support Team is to be informed and shall attempt contact student.

Where the student is not able to be contacted by phone / email, a ‘Student Attendance 1st Warning Letter’ is to be sent to their address on file with appropriate column ticked.

It must be noted that students have been informed via the ‘Enrolment Agreement’ to notify Australian National College immediately of changing their address or contact details.

If a student does not comply and does not attend classes after being contacted, the Student Support Team is to be notified and the student’s location is to be identified or student enrolment status updated as required.

When a student’s projected attendance falls below 90%

The student is to be sent a ‘Student Attendance 1st Warning Letter’ with appropriate column ticked, informing them of their projected attendance and the need to ensure they maintain a minimum of 80% attendance for the course duration (total contact hours). This letter is contain the consequences of not achieving a projected attendance of 80%.


When a student’s projected attendance is below 85% the student shall be sent a ‘Student Attendance 2nd Warning Letter’. This communication will indicate the student is required to organise an appointment with the Student Support Team to


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discuss their poor attendance record and strategies to ensure they stay above 80% for course duration (total scheduled contact hours).

If the student does not respond within 5 business days the Student Support Team will attempt to contact the student and action the student enrolment status as required.


The student shall be sent a ‘Student Attendance Breach Recorded Letter’ indicating the student has breached the attendance requirements. This letter will also identify the student is going to be reported to the appropriate government agency(s) for unsatisfactory attendance of their course of study. They will also be informed of their ability to access the ‘Complaints and Appeals Policy and Procedure’ and that they have 20 business days to access this process.

If the student does not access the complaints and appeals process within 20 business days, the student’s enrolment status is to be updated on PRISMS. The student is also to be sent a ‘Student Attendance Breach Reported Letter’ notifying the student of the action taken.

Reporting ‘Breach of Student Attendance’

As identified above, when a student falls below a projected attendance of 80%, and has no supporting reasons, the student must be reported to the appropriate government agency(s) via PRISMS for a breach of their Visa condition.

This process of reporting breaches into PRISMS is the responsibility of the Student Support Team who will, in conjunction with the Student Administration Officer, monitor the recorded breach and report the breach as required.

A copy of all letters, details of phone calls made, and reports are to be maintained in the individual student file.


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5.3 REPORTING ‘BREACH OF STUDENT ATTENDANCE’

All students who fall below the minimum of 80% attendance and have no supporting reasons shall be reported via PRISMS to the appropriate government agency(s) for a breach of their Visa condition.

This process of reporting breaches of Attendance requirements into PRISMS is the responsibility of the Student Support Team who monitors the attendance records weekly. All warning letters, breach recorded letter, and breach reported letter are to be maintained on the student’s file.

Students will have 20 business days from the date the ‘Breach Recorded’ letter is processed to appeal the decision by accessing the Complaints and Appeals Policy and Procedure. If they do not choose to use this option, then they shall be reported as indicated. It is the responsibility of the Student Support Team to report the student’s breach within 5 business days of the student’s appeal period expiring.

Where a student accesses the appeals process (by following the processes outlined in the Complaints and Appeals Policy and Procedure) and is able to provide evidence of extenuating circumstances that prevented them from attending classes, the supporting evidence must be maintained on the student’s file and the attendance records adjusted accordingly. (i.e. the attendance records will be adjusted for the period that the student is able to provide a valid reason for non-attendance and the student’s projected attendance will account for the time period that has been deemed approved non-attendance.)

Where a student is able to provide evidence that the attendance records are incorrect they will also be adjusted accordingly and action taken to prevent such errors re-occurring.

The student’s projected attendance will be adjusted and re-calculated so that it can be determined whether any further warning letters or action needs to be implemented in line with this policy and procedure. The student shall be notified in writing of the outcome of the appeal and their revised projected attendance, along with any letters corresponding to their projected attendance rate.

Where a student’s appeal is not successful they will be notified in writing of the outcome and informed that the breach of attendance requirements will be reported.

A copy of all letters, details of phone calls made, any reports from meetings with the student in relation to the appeal are to be maintained in the individual student file.

5.4. ENSURING INTEGRITY OF THE DATA

To ensure the integrity of the attendance data and records the Student Support Team regularly review a sample of attendance records to verify the data included in the projected attendance spreadsheet is accurate.

The Student Support Team shall use the ‘Student Data (Attendance) Integrity Checklist’ and review the following documents to ensure the data is consistent and accurately recorded between each document:

o The class attendance record sheets o Australian National College Attendance System (Excel Spreadsheet)

The review of this data shall occur for a sample of 10% of currently enrolled students and will occur at the end of each academic term.

The completed ‘Student Data (Academic Progress) Integrity Checklists’ will be maintained by the Student Support Team 5.5. Compassionate and Compelling Circumstances

Australian National College may decide not to report the student for breaching the attendance requirement, only when the students can provide evidence of compassionate and compelling circumstances as explained below.


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Compassionate or compelling circumstances are generally those beyond the control of the student and which have an impact upon the student’s course progress or wellbeing. These could include, but are not limited to:

• serious illness or injury, where a medical certificate states that the student was unable to attend classes • bereavement of close family members such as parents or grandparents • major political upheaval or natural disaster in the home country requiring emergency travel and this has

impacted on the student’s studies • a traumatic experience which could include:

• involvement in, or witnessing of a serious accident; and • witnessing or being the victim of a serious crime, and this has impacted on the student (these cases should be

supported by police or psychologists’ reports) • or where Australian National College was unable to offer a pre-requisite unit, or the overseas student has failed

a prerequisite unit and therefore faces a shortage of relevant units for which they are eligible to enrol.

Please note that the above are only some of examples of what may be considered compassionate or compelling circumstances. When determining whether compassionate or compelling circumstances exist, Australian National College will consider documentary evidence provided to support the claim and will keep copies of these documents in the student’s file.

APPENDIX A: CLASS ATTENDANCE RECORD SHEET Daily Attendance Record

Student attendance is monitored each and every session of scheduled class time. This record sheet is broken down into sessions (morning and afternoon) and requires an indication of attendance per session, at the start of the session - Students are given a 15-minute leeway at the beginning of the session.

Session 4/5/6.5/8 Hours (Per day)

Meaning

Student Signature Full Attendance Achieved

No Signature No Attendance

All ‘Class Attendance Record’ sheets are to be collected and submitted to the Student Support Team at the end of each day.

Hours attended and absent are added for the day (excel sheet) and tallied in the appropriate boxes and the teacher will be required to sign the attendance record at the end of each session to confirm the accuracy for the recorded attendance.

Student late arrive time / leave early time will be recorded by the teacher.


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APPLICATION & ENROLMENT You can either:

complete an Online Enrolment Form mail / fax the Enrolment Form to ANC contact our local representative in your country

Your Enrolment Form must be accompanied by: Check that you have

Completed all sections of the Enrolment Form provided by ANC Read and Understood the policies and procedures; and also the Refund Policy outlined in the

application form Attached a passport sized photograph Attached certified copies of all academic certificates, transcripts, English language proficiency

results and any other relevant documents Attached a certified copy of the pages of your passport bearing your signature and personal

details Deliver to one of our representative agents or send your completed application with attachments

direct to the following address: International Admissions

Australian National College Pty. Ltd. (ANC) Level 1, 58 Franklin Street, Melbourne Melbourne, Victoria 3000, AUSTRALIA Phone: + 61 3 9662 3300 E-mail: [email protected]

Your application will be acknowledged promptly and you will be notified immediately if your application is accepted.

Once the “Offer of Enrolment” letter has been issued to you please read carefully the terms and conditions outlined in “Enrolment Acceptance form”

In order to accept the offer of place it will be necessary to obtain a bank draft made payable to: Australian National College Pty. Ltd. (ANC) in Australian Dollars Direct Deposit in the Bank can be made to the following account:

Account Name: ANC Pty. Ltd Account Name: Australian National College Pty. Ltd

Bank ANZ BSB: 013 326

Account number: 2821 650 72 The reference number as indicated on your offer letter must be included on correspondence and on bank transfers to allow us to identify your payments. On receipt of payment your place at ANC will be confirmed. ANC will issue a “Confirmation of Enrolment “form which must be presented to an Australian Diplomatic Mission when applying for a student visa.

SEXUAL HARASSMENT


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The ANC regards sexual harassment as a serious breach of conduct. The ANC supports the rights of individuals to be free from sexual harassment while engaged in activities undertaken as part of their study, their employment, or in other associations with the ANC. As an educational institution and an employer, the Institute, through the Director of Studies will take all reasonable steps to eliminate sexual harassment of or by staff, students, or other members of the Institute community.

PRIVACY POLICY ANC respects the privacy of your personal information. ANC is subject to the National Privacy Principles (“NPPs”) under the Privacy Act 1988 (Cth). The following Privacy Policy outlines the type of information that is collected by ANC and how we use and protect that information. HOW ANC COLLECTS PERSONAL INFORMATION Generally, ANC will collect personal information directly from you, when you deal with ANC by telephone, fax, letter, email and include any information provided to us by application form. The type of personal information that ANC collects depends on the circumstances of collection and on the type of service you request from ANC. The particular purpose for which personal information is collected by ANC is generally either specified or reasonably apparent at the time the information is collected. ANC usually collects information such as your name, address, contact number, occupation, gender, date of birth, email address and credit card details and in the case of students, academic results and student welfare information. It is not ANC’s general practice to collect sensitive information and we will only collect sensitive information with your consent. ANC only collect information that is personal and is voluntarily provided by the student. On occasions, ANC may collect personal information about you from another individual and/or organisation. For example, ANC may collect personal information from: Commonwealth and State agencies; a company for whom you work; other individuals and/or organisations with whom you have any dealings; an employment recruitment agent or agency; a student related recruitment agent or agency.

HOW ANC USES PERSONAL INFORMATION

ANC uses personal information for the primary purpose for which it was collected, or for secondary purposes which are related to the primary purpose. Generally, ANC uses personal information for the following purposes:

• to conduct its business as an education provider; • to communicate with you; • to assist in the management and improvement of services, including analysis of future

employee and student needs; • to provide products and services that have been requested or previously agreed to; • to undertake marketing activities; • In the case of students, to comply with the specific reporting requirements of the Education

Service for Overseas Students Act 2000 (ESOS) and the National Code 2018.


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What happens if an individual does not provide Personal Information If you do not provide the personal information ANC requests, it may not be able to provide you with the relevant products or services. ANC may disclose Personal Information to: ANC may disclose your personal information for the purpose which was either specified or reasonably apparent at the time when the information was collected. Depending on the circumstances, ANC may disclose personal information to:

• its insurers; • its service providers and specialist advisers including but not limited to services relating to

student welfare; • any person with a lawful entitlement to obtain the information; • in the case of students, information provided by students may be made available to relevant

Commonwealth and State Agencies and the Assurance Fund Manager of the Education Service for Overseas Students and, if applicable, the Tuition Assurance Scheme in compliance with the ESOS Act 2000 and the National Code 2018.

If ANC engages a third party contractor to perform services which involves handling personal information, ANC will ensure that the contractor will be subject to the same privacy obligations as ANC to protect your personal information. ANC will also take reasonable steps to prohibit the contractor from using personal information, except for the purposes for which it was supplied. Direct Marketing and Privacy ANC may periodically use the personal information it collects about you to assist identifying particular products and services which it believes may be of interest and benefit to you. ANC may then contact you to let you know about these products and services and how they may benefit you. If you do not want to receive any of this information, you should contact ANC immediately. Accuracy of your Personal Information If ANC has accurate personal information about you, it enables ANC to provide the best possible service. ANC will take reasonable steps to ensure that the personal information it collects uses and discloses is accurate, complete and up to date. Please advise ANC as soon as possible if the personal information held is inaccurate, incomplete or out of date. ANC will take reasonable steps to ensure your personal information is corrected. Security of Personal Information ANC will take reasonable steps to ensure your personal information is stored in a secure environment protected from unauthorised access, modification and disclosure. ANC uses industry standard safeguards to ensure the security of personal information through physical, electronic and managerial procedures. When ANC no longer requires personal information, it will safely destroy the information and delete it from its systems. Access to Personal Information You or a third party nominated by you in writing may request access to any of the personal information ANC holds about you. Upon your written request, ANC will provide access to the personal information it holds about you, unless there is an exemption which applies under the Privacy Act. Your request for access will be dealt with in a reasonable time. ANC may charge you a fee to cover the reasonable cost of retrieval and the supply of the information to you. If ANC refuses your request for access, it will provide you with reasons for the refusal. ANC may provide access to personal information without your consent only in certain prescribed circumstances, including but not limited to:

• emergency situations; • Specified Commonwealth and State agencies and to comply with legislative requirements. • law enforcement;


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• Lessening or preventing a serious and imminent threat to an individual’s life, health or safety or a serious threat to public health or public safety.

Access to Student records Students can access their records by following means:

• Students can contact the student administration officer to get access to their records and the Staff Administration will help them in accessing those details OR Students can get access via TEAMS.

• With TEAMS, each student receives a username and password, and can securely access personalised information relevant to them and view results.

• Once logged into the TEAMS site, a student has access to quick links into their courses, see college announcements, personal tools such as a calendar and links to important college services, all from the one webpage.

With TEAMS students can: • browse the courses • update their address details • review their enrolments and assessments • print out their timetables • Students can access the Institute’s policies and procedures.

Contact Details All International Student Visa Holders must comply with Condition 8533 of your Student Visa

• You must inform ANC within seven days of your arrival in Australia of your current residential address and telephone number

• You must inform the Institute within seven days of any changes to your current residential address and telephone number

• ANC must be able to contact students at any time Failure to do so puts you at risk of having your visa cancelled.

Please fill in the “Change of personal Details Form” and give it to the administration officer at the reception.

Transferring Personal Information overseas ANC does not transfer your personal information overseas unless it is authorised by law to do so or you have consented to it as part of the services ANC provides to you. How to contact us If you wish to gain access to or correct your personal information or make a complaint about a breach of your privacy, you should contact:

T: +61 3 9662 3300 Mail: “Level 1, 58 Franklin Street”

Melbourne VIC 3000 E: [email protected]

ANC will respond to your query or complaint as soon as possible. ANC reserves the right to change this Privacy Policy at any time.



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STUDENT CODE OF CONDUCT

PURPOSE The purpose of the Student Code of Conduct is to ensure that there is a peaceful and conducive environment at the Institute for all students and staff.

SCOPE This Student Code of Conduct applies to all students of the Institute, across all courses and modes of delivery

STUDENT RIGHTS All students have the right to:

• be treated fairly and with respect by Institute staff and other students; • learn in an environment free of discrimination and harassment; • learn in a supportive and stimulating environment in order to pursue their goals; • access counseling if desired or required; • privacy concerning records that contain personal information, subject to statutory requirements; • information about assessment procedures at the beginning of the subject/competency/module and

progressive results as they occur; • lodge a complaint without fear of retaliation or victimization; • have Principles of Natural Justice applied during any investigation process concerning a breach of the

Student Code of Conduct.

STUDENT RESPONSIBILITIES All students have a responsibility to:

• treat other students and Institute staff with respect and fairness • follow any reasonable direction from a member of Institute staff • Refrain from swearing, drinking and eating in classrooms and other learning areas (water only

allowed). • behave responsibly by not littering, harassing fellow students or staff, damaging, stealing, modifying

or misusing Institute or other student’s property • Behave responsibly by not being under the influence of drugs and alcohol. • Refrain from using mobile phones, pagers or any other electronic devices that may disrupt classes. • Attend all scheduled classes and institute activities and do all assessment tasks and examinations

honestly, and not engage in plagiarism, collusion or cheating. • Follow normal safety practices, including wearing approved clothing and protective equipment and

following both written and verbal directions given by Institute staff. • Not to behave in a way that would offend, embarrass or threaten others. • Comply with all lawful regulations, rules or procedures of the Institute that pertain to them. • Pay all fees, charges and levied by the Institute within the required timeframe. • Attend all meetings called by the college to discuss academic or course progress. • meet or carry out all activities agreed with the institute in relation to maintaining course progress or

academic performance Breach of Conduct A Student breach of conduct occurs when a student behaves in a manner described below:


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• Assaults, attempts to assault or threatens a person on the Institute premises. • Acts contrary to Equal Opportunity practices of the Institute which is committed to the prevention and

elimination of discrimination on the grounds of: Age; Impairment; Industrial activity; Lawful sexual activity; Marital status; Physical features; -Political belief or activity; Pregnancy; Race; Religious belief or activity; Sex; Status as a parent or a carer; Personal association (whether as a relative or otherwise) with a person who is identified by reference to any of the above attributes.

• Disobeys or disregards any lawful direction given by an officer of the Institute. • Acts dishonestly or unfairly in connection with an examination, test, assignment or other means of

assessment conducted by the Institute • Deliberately obstructs any teaching activity, examination or meeting of the Institute • Engages in any conduct or activity prejudicial to the management and good governance of the campus. • Deliberately obstructs or attempts to deter any officer or employee of the Institute in the performance

of their duties • Wilfully damages or wrongfully deals with any Institute property. • Attends the Institute whilst under the influence of alcohol, affected by drugs, etc., possesses uses, or

traffics a drug of addiction or drug of dependence within the meaning of the Crimes Act 1958 or the Drugs Poisons and Controlled Substances Act 1981 or any Act in substitution thereof.

• Carries or uses such items as firearms, knives, syringes, etc as a weapon • Fails by or within the agreed required date or period, to pay any fee or charge payable to the Institute • Fails to comply with OH&S regulations or wilfully places another person in a position of risk or danger • Constantly interrupts class time through the use or presence of mobile phones and pagers • Uses abusive language. • Fails to attend meetings called to discuss academic or course progress • Fails to carry out actions or engage in activities agreed with the institute to maintain course or academic

progress.

PLAGIARISM

Plagiarism is to copy work without acknowledging the source and is a form of cheating. ANC will not tolerate plagiarism and penalty may be imposed if a student is found to be plagiarising. ANC’s approach is to maintain academic integrity by students when writing and submitting assignment.

Referral Services Available Name and Location Contact Phone

Tutoring Melbourne Tutors 90174118


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SOCIAL PROGRAMS

Apart from the Student Orientation Program, the Student Support Team will occasionally organize social events that allow all students enrolled with the ANC to mingle and socialize. These events may range from cultural and sightseeing events, to dinners, excursions and sporting events. They will be organized as demand requires and any suggestions can be forwarded to the Student Support Team. STUDENT FEEDBACK

All students are required to complete a feedback form at least once per year to provide feedback on the services and education the ANC is providing. Students are also encouraged to provide feedback on the services of the ANC by completing a student feedback form available from student administration at any time.

This feedback is evaluated through the ANC’s Continuous Improvement Procedures.

CERTIFICATES AND STATEMENT OF RESULTS

The Institute provides all successful graduates with a Certificate and Statement of Results on completion of their studies. These copies are provided free of charge, however, any letters or statements requested at other times may incur an additional cost. RE-ISSUING DOCUMENTS:

Any past or current student can apply for reissuing of certificate if the original document is lost at an administrative cost of $50 per document requested. Please note that ANC can ask you to provide a valid ID proof at the time of application. For more information, please contact our administrative team.

NOTE: All fees for the course enrolled are to be paid in full prior to a certificate being issued to a student. .

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IMPORTANT INFORMATION - VET AND RELATED LEGISLATION

Study in Australia - information about living and studying in Australia: https://www.studyinaustralia.gov.au/

My Future - career information and resources provided as a joint initiative of the Commonwealth, state and territory governments: http://myfuture.edu.au/

Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) - all the education providers who are registered to teach overseas students in Australia: http://cricos.education.gov.au/

Education Services for Overseas Students (ESOS) framework - frequently asked questions and factsheets about the Education Services for Overseas Students framework: https://internationaleducation.gov.au/Regulatory-Information/Education-Services-for-Overseas-Students-ESOS-Legislative-Framework/National-Code/Pages/default.aspx

Fact Sheet choosing a training or education provider https://www.asqa.gov.au/news-publications/publications/fact-sheets/choosing-training-or-education-provider

Tuition Protection Service - assists international students whose education providers are unable to fully deliver their course of study: www.tps.gov.au

Fact Sheet ESOS refund specification https://internationaleducation.gov.au/regulatory-information/pages/regulatoryinformation.aspx

Department of Education and Training - national policies and program information: https://www.education.gov.au/

Department of Home Affairs (DHA)) - student visa information: www.homeaffairs.gov.au Council for International Students Australia (CISA) - the national peak student representative body

for international students studying at postgraduate, undergraduate, private college, TAFE, ELICOS and foundation levels: www.cisa.edu.au

Australian Federation of International Students (AFIS) - unites international students in Victoria and addresses their interests and needs: www.afis.org.au

Victorian International Student Care Service (ISCS) is a free and confidential support and welfare service for international students studying in Victoria: www.studymelbourne.vic.gov.au

The Australian Council of Private Education and Training - represents quality private education providers in Australia across all education sectors: www.acpet.edu.au

English Australia is the national peak body for the English language sector of international education in Australia: http://www.englishaustralia.com.au

WHS/OH&S Acts, Regulations and Codes of Practice http://www.business.gov.au/business-topics/employing-people/workplace-health-and-safety/Pages/whs-acts-regulations-and-codes-of-practice.aspx

Equal Opportunity http://www.humanrightscommission.vic.gov.au/ Vocational Educational Training

http://www.education.vic.gov.au/training/pages/default.aspx?&Redirect=1 Privacy http://www.oaic.gov.au/ Australian Skills Quality Authority http://www.asqa.gov.au/ Australian Qualifications Framework http://www.aqf.edu.au/ Australian Apprenticeships Official Australian Government website on Australian Apprenticeships.

www.australianapprenticeships.gov.au Department of Education and Training (National) The Department of Education and Training is

responsible for national policies and programmes that help Australians access quality and affordable early child care and childhood education, school education, higher education, vocational education and training, international education and research. www.education.gov.au/


https://www.studyinaustralia.gov.au/

http://myfuture.edu.au/

http://cricos.education.gov.au/

https://internationaleducation.gov.au/Regulatory-Information/Education-Services-for-Overseas-Students-ESOS-Legislative-Framework/National-Code/Pages/default.aspx

https://internationaleducation.gov.au/Regulatory-Information/Education-Services-for-Overseas-Students-ESOS-Legislative-Framework/National-Code/Pages/default.aspx

https://www.asqa.gov.au/news-publications/publications/fact-sheets/choosing-training-or-education-provider

https://www.asqa.gov.au/news-publications/publications/fact-sheets/choosing-training-or-education-provider

http://www.tps.gov.au/

https://internationaleducation.gov.au/regulatory-information/pages/regulatoryinformation.aspx

https://internationaleducation.gov.au/regulatory-information/pages/regulatoryinformation.aspx


http://www.homeaffairs.gov.au/

http://www.cisa.edu.au/

http://www.afis.org.au/

http://www.studymelbourne.vic.gov.au/help-and-advice/support-services/international-student-care-service-iscs

http://www.acpet.edu.au/

http://www.englishaustralia.com.au/

http://www.business.gov.au/business-topics/employing-people/workplace-health-and-safety/Pages/whs-acts-regulations-and-codes-of-practice.aspx



http://www.humanrightscommission.vic.gov.au/

http://www.education.vic.gov.au/training/pages/default.aspx?&Redirect=1

http://www.oaic.gov.au/

http://www.asqa.gov.au/

http://www.aqf.edu.au/

http://www.australianapprenticeships.gov.au/

http://www.education.gov.au/

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Department of Employment The Department of Employment is responsible for national policies and programmes that help Australians find and keep employment and work in safe, fair and productive workplaces.www.employment.gov.au/

Department of Education and Training (Victoria) The Department of Education and Training (Victoria) provides strategic advice and analysis of Victoria’s skill needs, and acts as the system managers for the vocational education and training sector. This site also contains information for apprentices and employers, and about Competency Based Completion arrangements. www.education.vic.gov.au

Victorian Registration & Qualifications Authority (VRQA) The VRQA is the statutory authority responsible for the regulation of apprenticeships and traineeships in Victoria. www.vrqa.vic.gov.au

Authorised Officers (AOs) AOs are contracted by the VRQA to provide apprenticeship and traineeship regulatory field services in Victoria. This includes improving compliance with regulations and quality of training. For details of AO contacts go to: www.vrqa.vic.gov.au/apptrain/Pages/afos.aspx or p: 1300 722 603

National Code of Good Practice for Australian Apprenticeships Australian Apprenticeships, which may be referred to as apprenticeships and traineeships in some States and Territories, offer many benefits to employers and Australian Apprentices. This Code of Good Practice has been developed to assist both parties entering into a Training Contract with a clear understanding of each other’s obligations and expectations. A copy of this Code should be retained by the employer and the Australian Apprentice. For details go to: https://www.australianapprenticeships.gov.au/publications/national-code-good-practice-australian-apprenticeships

Victorian Law Today: This repository contains Versions of all the Principal Public Acts and Principal Statutory Rules of Victoria. It can be accessed through the Victorian Legislation and Parliamentary Documents Home Page Go to: http://www.legislation.vic.gov.au/

Australasian Legal Information Institute: The Australasian Legal Information Institute (AustLII) provides free internet access to Australian legal materials including Commonwealth & State legislation as well as having links to several overseas sites. Go to: http://www.austlii.edu.au/

Commonwealth Acts: Commonwealth Acts and Regulations are available from a number of Resources: Comlaw http://www.comlaw.gov.au/

Victorian Acts: Victorian Acts and Regulations are available from 'Victorian Legislation and Parliamentary Documents'. Go to: http://www.legislation.vic.gov.au/. Click on Victorian Statute Book, then 'Victorian Acts', click on 'Search Acts' and then type name of Act, scroll down to locate the Act, double click to open a new page with an option to download a Word Document or a PDF file.

A range of legislation is applicable to all staff and students. In order to comply with regulatory requirements, ANC must inform you during orientation, of your legislative obligations. They are as follows:

Equal Opportunity Act 2010, Racial, and Religious Tolerance act 2001: In Victoria, racial discrimination is unlawful in the areas of education, employment, goods and services, accommodation and land, sport and local government. For the purposes of the Victorian Act, "race" includes colour, nationality or national origin, descent, ancestry, and ethnic origin or ethnicity. The Act also makes it unlawful to discriminate against a person on the ground that the person has a relative or associate who is of a particular race. Racial and religious vilification is also unlawful in Victoria. The most serious forms of racial and religious vilification are a criminal offence.

Education Services for Overseas Students Act 2000 (ESOS Act): This Act applies to students in that it mandates certain policies, procedures and actions by the Institute. For example, the Act requires ANC


http://www.employment.gov.au/

http://www.education.vic.gov.au/

http://www.vrqa.vic.gov.au/

https://www.australianapprenticeships.gov.au/publications/national-code-good-practice-australian-apprenticeships

https://www.australianapprenticeships.gov.au/publications/national-code-good-practice-australian-apprenticeships

http://www.legislation.vic.gov.au/

http://www.austlii.edu.au/

http://www.comlaw.gov.au/

http://www.legislation.vic.gov.au/

https://www.legislation.gov.au/Details/C2018C00210

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to report those students who have not met student visa conditions relating to attendance and academic performance to DHA. Students are to be advised that such policies and procedures are not subject to the discretion of the Institute and are required by law.

National Vocational Education and Training Regulator act 2011: This act was established to ensure quality VET standards and regulation and to strengthen Australia's international VET sector.

National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students 2018 : This Act provides nationally consistent standards for the conduct of registered providers and the registration of their courses.

Migration Act 1958: This Act applies to students in that it allows the Immigration Department to automatically cancel a student visa 28 days after a notice is sent to the student under Section 20 of the ESOS Act if the student has not visited DHA. Students are to be advised that they must visit DHA within 28 days of a Section 20 notice if they wish to remain on their student visa.

Work Health and Safety Act 2011: This Act applies to students in that it mandates certain policies, procedures and actions by ANC. For example, the Act requires ANC to ensure that students are provided with safe areas for training and assessment while on the premises. Students are to be advised that such policies and procedures are not subject to the discretion of the Institute and are required by law.

Vocational Education and Training Act 1990: This Act applies to students, in that it mandates certain policies, procedures and actions by ANC. For example, the Act requires in certain circumstances that ANC provide certain government bodies with information the Institute has regarding a student.

It is the responsibility of all ANC academic and administrative staff to ensure the requirements of relevant legislation are met at all times. Use the web sites indicated, or contact the ANC Student Support Team if you require further information

The Overseas Students Ombudsman is a specialist role of the Commonwealth Ombudsman

The Commonwealth Ombudsman:

• can investigate complaints about problems that intending, current or former overseas students have with private schools, colleges and universities (education providers) in Australia

• provides information about best practice complaints handling to help private education providers manage internal complaints effectively

• Publishes reports on problems and broader issues in international education that we identify through investigations.

http://www.ombudsman.gov.au/about/overseas-students



https://www.legislation.gov.au/Details/F2017L01182

https://www.legislation.gov.au/Details/F2017L01182



http://www.legislation.vic.gov.au/Domino/Web_Notes/LDMS/LTObject_Store/LTObjSt4.nsf/DDE300B846EED9C7CA257616000A3571/378E22D47DB0E325CA257761002E8406/$FILE/90-45a035.pdf

http://www.ombudsman.gov.au/about/overseas-students