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Student Education Project – Videos & Resources

These resources are freely available for use and download. ISANA would request that the source be acknowledged when using the tools developed.
Please note: Important points and terms throughout the videos are highlighted in bold type. Some education providers may use different job titles, than those used here, for student support staff. This information is normally made available to students during orientation. Students are strongly advised to confirm the title and names of staff that are trained to assist in the various support roles.

Please acknowledge the tools where used as: “Source: ISANA Student Education Project. www.isana.org.au”

Topic 1 : Before Enrolment

Students intending to study in Australia should be aware of Australian Government Legislation that governs institutions providing education services to international students, and the “National Code” standards (numbered in this table) which guide the rights, responsibilities and services available to students and education providers. You are strongly advised to utilise the websites contained within this topic to obtain further understanding of the expectations of all parties to an education agreement.

Before Enrolment gives a brief overview of the best use an overseas student can make of the advice, assistances, and built-in quality assurance and consumer protection mechanisms available to students wishing to have a successful study experience in Australia. Signing a written agreement binds the student and the education provider to the conditions in the agreement. This video also highlights the actions students can take to enhance their knowledge of the country, city and institution in which they will study. Student preparation and taking positive action to become involved is the key here.

Topic 2 : Student Support

Education providers in Australia must provide support and advice to international students. This support can take many forms and should be available throughout all of a student’s time at any institution. Extra support is required of institutions offering education services to Under 18 students, (considered minors in Australia) to assist with their safety and well-being while studying. Orientation programs are run by all institutions to outline the support services available; where and how to access them; and to meet the staff who provide them, along with enrolment, academic, social and cultural activities. Orientation programs are highly recommended. Students who do not attend orientation programs may experience greater difficulties settling in to their studies, or experience difficulties knowing about or accessing support services when needed.

Student Support discusses the support systems Australian institutions provide to help students to arrive, settle in, and get to know their education provider and its expectations. Institutions provide a wide variety of assistances and information before arrival to assist with the successful arrival, housing and orientation (academic, social and cultural) of their students. On-going support is provided to ensure students achieve the best possible outcomes they are capable of. Students are not alone, there are people and services to assist and advise them. Student preparation and active involvement in these processes, and using the information provided is the key to a successful study experience.

Topic 3 : Study Choices & Assistance

ESOS legislation, visa requirements and individual institution rules and regulations will impact on the methods of study (eg: in class, on-line, distance education) and attendance requirements expected to complete a course of study within the period of a student visa. Students are expected to learn independently in Australia; going to class and contributing to discussions may seem to add an extra stress to settling into a new country and institution. Even with the best advice available students sometimes find studying in Australia more of a challenge than they expected, or that the course they began no longer meets their needs.

Students are advised to consider their choice of course or package of courses carefully. The choice of study can affect meeting the requirements of the International Student Visa obtained to enter Australia. It is important to be aware of all the implications of making changes to your course, or the enrolment choices available before acting on a desire to change courses. Any concerns should be discussed with an institution adviser as early as possible to ensure students are aware of support and options available to assist. Speaking up and getting advice is the best way to make informed decisions for a successful study outcome.

PLEASE NOTE: On-line or distance subject studies are not applicable to all education sectors eg: Secondary school studies. However, other messages in this video will apply to all education sectors.

Topic 4 : Changing Enrolment

Education providers must have a policy outlining conditions for suspending, deferring and cancelling enrolment. Students who study in Australia on a student visa are required to maintain the expectations of the institution they are studying at to complete the requirements of their course. Institutions can suspend or cancel a student’s enrolment for misbehaviour, or suspend or defer an enrolment if a student has compassionate and compelling reasons to request it. Unexpected illness or other issues may affect a student’s ability to study. Some changes to an overseas student’s enrolment may affect their student visa.

There are also conditions stipulated by the Australian Government regarding students who wish to transfer their enrolment to another education provider. Students should read their provider’s policies to know on what grounds they can transfer to another provider, or temporarily change their enrolment. Getting advice early before decisions are made or as soon as a situation changes is the best way remain within visa requirements.

Topic 5 : Course Progress & Attendance Reporting

Australian education providers must monitor the studies of overseas students and ensure that they meet International Student Visa requirements of attendance levels and satisfactory progression through course content. Unsatisfactory course progress or attendance must be reported, but assistance must be offered to students who are failing their course prior to taking action to report them. Providers will give written warning of progress or attendance concerns about a student and must also provide written notification of their intention to report a student.

If a provider sends a letter indicating a student is being reported, the student can appeal this decision if they think their provider is unfair or wrong to report them. Such actions must be taken within prescribed time limits and any appeal must be made firstly through the provider’s processes and then through an independent person/body if the outcome is still unsatisfactory. Staying focused on studies, and attending classes is the key to avoiding any extra stresses. See also Topic 6 : Complaints and Appeals.

Topic 6 : Complaints and Appeals

If a student feels that they have been treated unfairly, they have the right to lodge a complaint. Education providers who are not happy with a student’s actions must provide a written warning. Students have the right to appeal any decision they have been notified of about their studies. In Australia, it is acceptable to make a complaint or appeal a decision. Students should speak with their student contact officer for advice. Providers have complaints and appeals processes that students can access if they are unhappy with any decision.

This video highlights the inbuilt consumer protection mechanisms which are available to students who wish to lodge a complaint, or have been notified by their education provider of issues which may affect their status as a student in Australia. These issues are taken seriously, and students should ensure they are aware of actions they can take, internally with their education provider, and if that fails or the outcome still seems unsatisfactory, the external appeals processes available to them. External appeals processes should be free of charge or of little cost to the student. Student awareness of these processes and how they work is the key to being heard and affecting the best possible outcome.