Behaviour Brisbane Professional College is committed to maintaining a safe and supportive environment for staff and students. This policy underpins our approach to respond to critical incidents that may occur and impact on the people both studying and working at Brisbane Professional College. We are particularly mindful of our responsibility to support our students from overseas who do not have access to a normal support network.

A Critical Incident: is any sudden or progressive development (event) that requires immediate attention and decisive action to prevent / minimise any negative impact on the health and welfare of one or more individuals. Critical incidents may include (but are not limited to) events such as:

• Death/suicide;
• Serious accident or injury;
• Death or serious illness of a student’s family or friends overseas (in their homeland);
• Removing an individual’s liberty under duress, threats of violence, assault, rape/sexual assault, aggravated burglary, biological or chemical weapons found/ present;
• Fire, bomb, explosion, gas/chemical hazards, discharge of firearms;
• Threat of widespread infection or contamination;
• Civil unrest;
• Serious damage to essential facilities and or extreme disruption to operations at Brisbane Professional College; and
• Information which has the potential to negatively affect the reputation of Brisbane Professional College in the media and/or wider community.

All international students applying to enter a training program being offered by Brisbane Professional College must:

• Be 18 years of age or over
• Demonstrate good command of written and spoken English
• Verified evidence of IELTS Level 5.5
• Have completed an equivalent secondary schooling level of a High School Certificate or can demonstrate suitable work or life experience
• Meet the following 572 Student Visa – Vocational Education and Training (Sub-class) requirements:
1. Be of good character
2. Are of sound health
3. Have acceptable health insurance through the Overseas Student Health Cover (OSHC) for themselves and members of their family unit accompanying them to Australia
4. Have no outstanding debts to the Commonwealth of Australia
5. Demonstrate the capacity to meet basic living costs requirements set by the Australian Government

This policy implements a procedure for Brisbane Professional College to process any student’s applications for course credit and document any results, including student verification of the outcome. It will provide a process that ensures that students receive written verification of the outcome of the course credit application and records are kept with student files.

It also ensures that any changes to course duration that occur from granting a course credit, after a Student Visa is granted, are reported via PRISMS to the appropriate government agency(s).

Definitions

‘Course Credit’ is defined by the National Code 2007 as follows:

Exemption from enrolment in a particular part of the course as a result of previous study, experience or recognition of a competency currently held. This includes academic credit and recognition of prior learning.

‘Credit Transfer’ (CT)

The granting of exemption or credit by a Registered Training Organisation to students for units of competency completed under accredited training. These unit codes must identically match the units that you are applying for credit.

‘Recognition of Prior Learning’ (RPL)

The acknowledgment of skills and knowledge that have been gained through training, work, or life experiences into formal competencies. The assessment of RPL is made from the evidence provided against the units of competency (elements and performance criteria) as described in the relevant endorsed Training Package. To support this type of application evidence of where and how the skills were obtained are required. I.e. A certificate where the codes do not match but are of similar skills and knowledge would require an ability to assess the learning outcomes against the learning outcomes of the current course.

Brisbane Professional College monitors the attendance of all students in the course. Attendance is calculated as the percentage of the course scheduled contact hours for which a student is present and recorded as present in the attendance roll. The face-to-face contact hours for attendance for each week at Brisbane Professional College is 20 hours.

A student who has been absent without reason for more than 5 days or who misses 15% of the scheduled contact hours in one Term will receive a formal letter asking them to contact the Senior Trainer and to attend a formal counselling session. This session is to discuss the possible reasons for non-attendance and to work out what support is required to assist the students to improve their attendance pattern.

A student who has missed more than 20% of the scheduled contact hours in one Term will be sent an Intention to Report Letter advising them that they have missed more than 20% of the scheduled course contact hours and notifying them of Brisbane Professional College’s intention to report them to the Department of Education for unsatisfactory attendance. This letter will also inform them they have 20 working days in which to access Brisbane Professional College’s grievance process should they wish to appeal any decision to be made.

A student will not be reported until the outcome of any appeal has been finalised and the appeal judged unsuccessful. The student will maintain their enrolment throughout the appeals process.

Brisbane Professional College will report the student to the Department of Education via PRISMS within 5 days of the 20-day period for appeals being lodged or lapsing.

Under the National Code 2007, Brisbane Professional College may decide not to report the student in the following circumstances:

• Evidence of compassionate and compelling circumstances.
• The student is maintaining satisfactory course progress.
• The student has in total not missed more than 30% of the scheduled contact hours. Circumstance 1 & 2 would be part of this reasoning.

Student enrolment can only be deferred, suspended or cancelled in limited circumstances by Brisbane Professional College or by the student. When deferral, suspension or cancellation of enrolment is initiated by Brisbane Professional College, the student has the right to appeal the decision.

International students need to note that any deferral, suspension or cancellation may affect their study visa in Australia.

Brisbane Professional College initiated suspension

Brisbane Professional College may suspend a student’s enrolment in the following circumstances:

• Student behavioural misconduct as defined in the Behaviour Misconduct Policy;
• As part of the intervention strategy for unsatisfactory progress as defined in the Monitoring Course Progress Policy;
• In compassionate and / or compelling circumstances as determined by the CEO.

The length of time a student may have their enrolment suspended is at the discretion of the CEO of Brisbane Professional College. A student’s enrolment may not be suspended more than one (1) Term without the circumstances being re-assessed. The student will be notified in advance of the reasons and the timeframe of the suspension. A student may appeal a suspension decision through Brisbane Professional College’s internal grievance process. Any appeal will be dealt with as a matter of urgency to minimise any disadvantage to the student. A student’s enrolment will be maintained throughout the process.

If, as part of this process, a student’s enrolment is cancelled, the student will be notified in writing of the reasons for the cancellation and given 20 working days to access Brisbane Professional College’s internal grievance process.

Any change in enrolment status will not be reported to the Department of Education until the internal appeals process has been completed unless extenuating circumstances relating to the student apply. Once the deferral, suspension or cancellation is processed Brisbane Professional College will notify the Department of Education via PRISMS.

Student initiated suspension

Once the course has commenced students may only request a suspension of their participation in compelling or compassionate circumstances. Students must submit documents supporting their claim for suspension of their course e.g. medical certificates. The granting of the suspension is at the discretion of the CEO of Brisbane Professional College.

The length of time of the suspension is also at the discretion of Brisbane Professional College and shall be negotiated between the student and the CEO of Brisbane Professional College.

Suspensions do not entitle a student to a refund.

Deferral

A student may defer the commencement of their course in the following circumstances:

• Compassionate or compelling circumstances agreed with Brisbane Professional College
• A delay in obtaining a visa.

Students must request a deferral in writing to the CEO. The length of time should not exceed two (2) Terms. A new CoE will be issued once a new commencement is processed.

A deferment does not entitle a student to any refunds of fees and costs already paid.

Results of Deferral or Suspension

Students will be informed in writing of the outcome of their request for deferral or suspension.

If a student is dissatisfied with the outcome of a request they can access the grievance process of Brisbane Professional College.

All documentation relating to this process will be kept on the student’s file. All discussions will be recorded in the student’s file.

Students are advised to retain their original documents for their own records and to submit certified copies with any applications for deferment or suspension.

Cancellation

Any student who wishes to cancel their enrolment with Brisbane Professional College must apply in writing to the CEO.

The student will meet with the CEO to explain their reasons for seeking a cancellation of current enrolment.

Cancellations may involve a refund. This is discussed with the CEO on a case-by-case basis.

Once a student’s enrolment is cancelled, deferred or temporarily suspended Brisbane Professional College will notify the Department of Education via PRISMS as is required under section 19 of the ESOS Act.

Brisbane Professional College will not enrol international students transferring from their principal course (i.e. the main course of study or the highest qualification indicated on the student’s current visa) with another registered provider before they have completed 6 months of their principal course with that registered provider. This requirement must be applied unless:

• the original registered provider or course in which the student is enrolled has ceased to be registered
• the student has a valid letter of release from the original registered provider agreeing to the transfer
• the original registered provider has had a sanction imposed on its registration
• any government sponsor of the student considers the change to be in the student’s best interest and has provided written support for that change

Brisbane Professional College will release a current student from their principal course and provide a letter of release before they have completed 6 months of that course where it can be demonstrated that the student

• has not commenced their principal program
• has a realistic and accurate understanding of what the transfer represents to their study options
• can no longer be provided with the training delivery and assessment services in the principal course by Brisbane Professional College

Brisbane Professional College will not release a current student from their principal course and provide a letter of release before they have completed 6 months of that course where it can be demonstrated that the student:

• has not made satisfactory academic progress and is seeking a transfer to avoid being reported to Department of Immigration and Border Protection (DIBP)
• has not attended the course as required and is seeking a transfer to avoid being reported to the DIBP
• has not paid all tuition fees

Procedure for assessing applications for transfer to Brisbane Professional College

Brisbane Professional College receives an application from a student who is on-shore and who has indicated that they are currently studying at another institution.

Brisbane Professional College uses PRISMS to ascertain if the student has completed 6 months of their principal course. They also use the copy of the student visa in the passport to ascertain what the principal course is and when they arrived in Australia.

Where the above is satisfied, Brisbane Professional College application process proceeds as for all international CRICOS students. Where the above is not satisfied, students are asked to provide an appropriate letter of release in support of their application. They may be provided with a “conditional” offer, which clearly states that an offer of a place is contingent on obtaining a letter of release.

Where the student provides a letter of release and they have no outstanding fees to be paid to the Brisbane Professional College or other outstanding matters of concern, the application proceeds as for all offshore applicants.

Where a satisfactory letter of release is not provided, the application process is halted and the student informed that they are unable to be transferred at this time. They are welcome to re-activate their application when the 6-month period has passed.

Note: In the very rare circumstances where Brisbane Professional College has ceased to be registered, or sanctions have been placed on Brisbane Professional College by the Australian government, which do not allow the student to continue with the course, no letter of release is required.

Procedure for assessing applications for transfer from Brisbane Professional College

Students make a written request (e.g. an email) to Brisbane Professional College to transfer to another provider.

The student is asked to provide a valid offer of enrolment from the new registered provider.

With these documents sighted, Brisbane Professional College will assess the transfer request using the following questions:

• does the student have any outstanding fees payable?
• is the student fully aware of the study issues involved in the transfer?
• is the student trying to avoid being reported to DIBP for lack of course progress or poor attendance?

Where the answers to these questions are satisfactory, the letter of release will be granted at no charge to the student. The student will also be advised of the need to contact DIBP and obtain a new visa if the course they transfer to is not a Higher Education / VET course.

Brisbane Professional College reports the student’s termination of studies through PRISMS.

The CEO will decide whether to refuse or grant the letter of release and inform the student. If the CEO decides to refuse a letter of release the student will be advised in writing providing the reasons for refusal and indicating that the student may access the student grievance (complaints and appeals) process if they want a review of the decision.

The CEO will make any final decision regarding the issuance or refusal of a letter of release for any student.

Where the student has provided all the necessary documentation regarding letters of release the assessment will be made within 48 hours.

All requests, considerations, decisions and copies of letters of release are 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 Brisbane Professional College refund policy as outlined in the written agreement.

Fees are payable when the student has signed the student agreement to signify their acceptance of enrolment offer made by Brisbane Professional College Fees must be paid in full within 10 days of receiving an invoice from Brisbane Professional College. Brisbane Professional College may discontinue training if fees are not paid as required.

Students are required to pay an application fee of AUD $300* on application for enrolment and a minimum 50% of total course fees on successful admission to a program. The balance of fees payable for the course must be paid at least 14 days prior to the commencement of each term/semester (four terms per year) unless prior arrangements have been made and confirmed in writing.

* The registration fee is non-refundable

Refer to the applicable course brochure for details of the course fees.

A 1% administration fee applies to all fees paid by credit card.

These fees are subject to variation from time to time in regard to Consumer Price Index (CPI) changes within Australia. Once enrolment has commenced there will be no change in fees payable by each individual student.

Tuition Fee Protection

Brisbane Professional College are required to apply the Student Tuition Protection Scheme (TPS) through the commonwealth managed fund known as Overseas Student Assurance Fund (OSTF). The Fund was established to protect the interests of overseas students on student visas or intending overseas students, who are studying or about to study in Australia.

Information that explains your rights as a student studying in Australia under the Education Services for Overseas Students Act 2000 can be found on the Study in Australia website:

http://www.studyinaustralia.gov.au/global/australian-education/education-system/esos-act

Student cancellation

Students who cancel their enrolment part way through a training program must notify Brisbane Professional College in writing at the soonest opportunity if consideration of fee reimbursement is required. Once Brisbane Professional College is notified a refund will be issued for the component of training not commenced. Brisbane Professional College is entitled to retain fees for any component of the course completed up until the point of notification by the student cancellation.

Replacement of text and learning resources

Students who require replacement of issued text or learning resources will be liable for additional charges to cover the cost of replacement. Brisbane Professional College purchases its text books via the Co-Op Bookshop which is an online book store. With postage and handling the cost of a replacement text is approximately AUD130.00.

Students who cancel their enrolment before the commencement of a training program may be entitled to a full refund of fees paid. Requests for refunds will be processed and transacted at the end of each month in which the cancellation notification was received.

Where a student cancels their enrolment, Brisbane Professional College will not refund monies for the text unless a written request for a refund is received and Brisbane Professional College is satisfied that the text is in ‘as-new’ condition.

A $100 processing fee applies to all refunds except when a student visa is refused or a Brisbane Professional College course is cancelled. Course fee refunds are calculated from the date a written refund application is received, on the following basis only:

• Brisbane Professional College will refund 100 percent of the course fee paid less the $300 application fee if your application for a visa to study in Australia is rejected.
• Brisbane Professional College will refund 100 percent of the course fee paid if the course you have enrolled in is cancelled by Brisbane Professional College.
• Brisbane Professional College will refund the course fee paid minus the $300 application fee if you withdraw from the course:
1. 28 days prior to the commencement of the course – 100% refund
2. Between 27 days and 15 days prior to the course - 75% refund
3. Between 14 days and 8 days prior to the course – 50% refund
4. Within 7 days of the commencement of the course – 25% refund
5. Withdrawal during the course – no refund. A pro-rata credit is available so the student can complete the course at a later date
6. There will be no course fee refund on or after the commencement date of course of study.

No refund will be paid to a third party unless the student indicates the name and address of the person to whom the refund should be paid. If no name and address is provided, the refund will be sent to the student’s home address.

All applications for refunds must be made using an application for refund of course fees. These are available from the Student Administration.

If Brisbane Professional College cancels the course, then Brisbane Professional College will refund 100 percent of the tuition fees to the student.

All refunds will be made in Australian Dollars without any accrued interest.

If a student’s visa is cancelled due to poor attendance or any other form of misconduct, then no fee will be refunded.

Brisbane Professional College reserves the right to take further action under Australia’s Consumer Protection Laws.

Refunds approved in accordance with this policy will be paid within four weeks of the Student Administration receiving a written claim from a student.

There may be grounds for refunds under “Exceptional Circumstances” and which may affect either a full or partial refund of a student’s tuition fee, including:

• Death of a student or a close family member (parent, sibling, spouse or child)
• Political, civil or natural event

Where this policy does not adequately cover a particular circumstance, Brisbane Professional College may consider an individual’s case. The final decision rests with the Chief Executive Officer of Brisbane Professional College or his nominee.

Payment method

Brisbane Professional College accepts payment for fees using:

• Cash
• Credit Card
• Electronic Funds Transfer (account details available on request)
• Bank Cheque (made payable to Brisbane Professional College)
• International Money Transfer – must include funds to pay for the receipt of the money transfer.

Permission to work arrangements

If you have been granted your student visa, you will receive permission to work with your visa grant. This will also apply to any family member travelling with you on your student visa. You are not allowed to work until your course has started and you can work up to 20 hours a week while your course is in session (not counting any work undertaken as a registered component of your course of study). However, you can work unlimited hours during scheduled course breaks. Your family members are not allowed to work until you begin the scheduled course. Family members are allowed to work up to 20 hours per week at all times after your course has commenced.

Further information about student visa conditions can be found at the Department of Immigration and Border Protection http://www.immi.gov.au/students/visa-conditions-students.htm

Tax file number

You must obtain a Tax File Number to be able to work in Australia. This is available from the Australian Tax Office http://www.ato.gov.au/

Living in Australia Costs

International students are required to demonstrate and/or declare that they have genuine access to sufficient funds to be granted a Student visa. This includes funds to cover travel, tuition and living expenses. Applicants may have to demonstrate sufficient funds to cover these expenses for the first one, two or three years in Australia, depending on their Assessment Level (AL).

While international students are able to supplement their income with money earned through part-time work in Australia, the ‘living costs’ requirement helps to support the success of students in their studies by ensuring that they do not to rely on such work to meet all their expenses.

From 1st July 2012, Student visa applicants and their family members must have access to the following funds to meet the living costs requirements:

• $18,610.00 per year for the main student
• $6,515.00 per year for the student’s partner
• $3,720.00 per year for the student’s first child
• $2,790.00 per year for every other child; and where required

Applicant must demonstrate that the funds they are relying upon to meet the costs of studying in Australia will be genuinely available to them during their stay in Australia.

For further information go to:

http://www.border.gov.au/Trav/Stud/More/Student-Visa-Living-Costs-and-Evidence-of-Funds

Notifying change of address – condition 8533

You must inform the Registrar of any change in contact address and phone and other relevant circumstances within 7 days of each change.

• Any relevant change in your address and circumstances such as marital status and residency MUST be passed on to the Registrar and Department of Immigration and Border Protection. If you don’t do this your visa may be CANCELLED.
• You are discouraged from changing your course in the first six months of your stay as an international student unless you remain with the same provider.

Satisfactory Academic Performance

Enrolled international students at Brisbane Professional College must maintain satisfactory attendance in your course and course progress for each study period as required by your education provider.

Failed Units

You are usually only allowed to repeat the subject once, if you failed any subject.

You will not be able to move to the next stage of the course, if you failed a pre-requisite subject. You may then have to repeat the whole stage again with the permission of the Senior Trainer.

Schooling for dependants

In Australia children must attend school from five years of age until the completion of Year 10. Young people that have completed Year 10 must participate in full-time education, training or employment, (at least 25 hours per week) or a combination of these activities until they reach 17 years of age.

If you have school age dependents you will need to make arrangements for your children to enter school in Australia. Students from countries around the world enrol in government, independent and private schools every year. Government schools are recognised for their excellent quality education programs.

You can choose from a wide range of schools close to where you will be living.

The government schools provide:

• An excellent, world-class standard of education from the largest education provider in Australia
• The opportunity to study alongside Australian students in a friendly, safe, multicultural environment
• A wide range of subjects, sporting and creative arts programs, leadership programs
• Professional, university trained teachers
• An environment that encourages students to express themselves, develop independent learning skills and to interact in the classroom and in the community
• Intensive English Language support for students of non-English speaking background

To assist you to locate a school suitable for your needs, the following web-links will provide a wealth of information about schooling options:

http://www.myschool.edu.au/

Further information about living in Australia is available at the Department of Immigration and Border Protection: http://www.border.gov.au/Trav/Life

The Department of Immigration and Border Protection also published The Beginning a Life in Australia booklet. This publication is filled with helpful information and is recommended reading. The booklet is available online at:

www.border.gov.au/living-in-australia/settle-in-australia/beginning-life

It is recommended that you view the booklet on a computer as it contains links to many websites that provide additional information.

Overseas Student Health Cover

It is a condition of your Student visa that you maintain adequate health insurance arrangements for the duration of your visa.

All international students are required to pay the OSHC for themselves and all dependent members of their family staying with them in Australia

If you are currently studying in Australia, then you must provide a copy of your health cover membership records showing your name, membership number and date of expiry.

It is the student´s responsibility to check the conditions of this health cover. Please refer to the following provider’s website:

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

The current 2016 OSHC charges is approximately AUD $45.50 per month for a single student. Medical treatment in Australia is expensive and any unforeseen accident or sickness, your insurance will cover many of the expenses.

To cover you for the duration of your training you will need cover for a minimum of one year.

OSHC can help you to meet the costs of medical and hospital care if needed when in Australia.

OSHC will also pay limited benefits for pharmaceuticals and ambulance services.

You can obtain OSHC through your referring education agent or alternatively you can obtain it through a recommended provider through Brisbane Professional College. You can also purchase OSHC online by visiting the OSHC providers’ websites.

You have the right to choose your own OSHC provider even where Brisbane Professional College makes a specific recommendation. It is your choice!

Course entry requirements

All international students applying to enter a course with Brisbane Professional College must:

• Be over the age of 18
• Demonstrate good command of written and spoken English
• Verified evidence of IELTS Level 5.5
• Have completed an equivalent secondary schooling level of a School Certificate or can demonstrate suitable work or life experience.
• Meet the following 572 Student Visa – Vocational Education and Training (Sub-class) requirements:
1. Be of good character
2. Are of sound health
3. Have acceptable health insurance through the Overseas Student Health Cover (OSHC) for yourself and members of your family unit accompanying you to Australia
4. Have no outstanding debts to the Commonwealth of Australia
5. Demonstrate the capacity to meet basic living costs requirements set by the Australian Government

Academic and Non Academic Grievance Policy

An academic and non-academic grievance handling policy and procedure is available to all persons wishing to make a grievance, appeal or any other manner of objection in relation to the conduct of Brisbane Professional College. The grievance procedure will address both formal and informal complaints. All formal complaints must be submitted in writing to BPC management and will be heard and addressed, including a response to the aggrieved person, within ten (10) working days of receipt.

BPC management will maintain a grievance register to document the course of action and resolution of all formal grievances. All grievances substantiated by the grievance procedure will be reviewed as part of Brisbane Professional College continuous improvement procedure.

Brisbane Professional College is committed to developing and maintaining an effective, timely, fair and equitable grievance handling system which is easily accessible to all complainants.

Brisbane Professional College aims to:

• Develop a culture that views grievances as an opportunity to improve the organisation and how it works;
• Set in place a grievance handling system that is client focused and helps Brisbane Professional College to prevent grievances from recurring;
• Ensure that any grievances are resolved promptly, objectively and with sensitivity and in complete confidentiality;
• Ensure that the views of each complainant and respondent are respected and that any party to a grievance is not discriminated against nor victimised;
• Ensure that there is a consistent response to grievances.

A grievance can be defined as a person’s expression of dissatisfaction with any aspect of Brisbane Professional College’s services and activities, including both academic and non-academic matters, such as:

• the enrolment, induction / orientation process;
• the quality of education provided;
• academic issues, including student progress, assessment, curriculum and awards in a VET course of study;
• handling of personal information and access to personal records;
• the way someone has been treated.

These grievance procedures re designed to ensure that Brisbane Professional College responds effectively to individual cases of dissatisfaction.

It is the responsibility of BPC management to ensure adherence to the grievance procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the grievance procedure and supply of complaint forms.

If the student is still not satisfied with the resolution of the grievance after following and exhausting the grievances procedure, the student may contact ASQA and lodge a written complaint via the online complaints form.

Academic and Non Academic Grievance Procedure

All persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of Brisbane Professional College or any third party (such as other students, outsourced trainers, subcontractors, staff, trainers, assessors) have access to the following procedure:

This procedure can be utilised by complainants to submit a grievance of an academic or non-academic nature. Grievances of an academic nature include issues related to student progress, assessment, curriculum and awards in a VET course of study. Grievances of a non-academic nature cover all other matters including grievances in relation to personal information that Brisbane Professional College holds in relation to an individual.

During all stages of this procedure Brisbane Professional College will take all steps to ensure that:

• the complainant and any respondent will not be victimised or discriminated against;
• the complainant has an opportunity to formally present their case and each party to a grievance may be accompanied and assisted by a support person at any relevant meetings;
• a full explanation in writing for decisions and actions taken as part of the process will be provided if so requested by the complainant or a respondent;
• where the internal or external grievance handling or appeal process results in a decision that supports the complainant, Brisbane Professional College will immediately implement any decision and/or corrective action required and advise the complainant of the outcome. This may include the updating of any relevant policies and procedures as well as the Staff Training Handbook and the Student Handbook where appropriate.

STAGE ONE – Formal Grievance

Formal grievances must be submitted in writing marked to the attention of the Principal as follows:

Principal
Brisbane Professional College Pty Ltd
Suite 1, Level 5
67 Astor Terrace
Spring Hill QLD 4000
Australia

Receipt of the grievance will be acknowledged in writing. The grievance handling process will commence within ten (10) working days of the receipt of the formal grievance and all reasonable measures will be taken to finalise the process as soon as practicable.

The Principal, or their nominees, will then, if necessary, seek to clarify the outcome that the complainant hopes to achieve.

Such clarification may be sought by written or verbal request or by a face-to-face interview with the complainant. When such clarification occurs in a face-to-face interview, the complainant or respondent may ask another person to accompany them.

The Principal or their nominee, will then endeavour to resolve the grievance and will provide a written report to the complainant on the steps taken to address the grievance, including the reasons for the decision, within ten (10) working days. The report will further advise the complainant of their right to access the internal appeals process if they are not satisfied with the outcome of their formal grievance.

STAGE TWO – Internal Appeal:

If a complainant is dissatisfied with the outcome of their formal grievance they may lodge an appeal with the CEO (who is senior to the original decision maker) within twenty (20) working days of receiving notification of the outcome of the formal grievance. The CEO will appoint an appropriate person or committee to consult with the complainant and other relevant parties within ten (10) working days.

Where possible, such consultations should take the form of face-to-face interviews. The complainant or the respondent may ask another person to accompany them to these interviews.

Following the consultation, the CEO or their nominee, will provide a written report to the complainant advising further steps taken to address the grievance, including the reasons for the decision, within ten (10) working days. The report will further advise the complainant of their right to access the external appeals process if they are not satisfied with the outcome of the internal appeal.

STAGE THREE – External Appeal:

If the complainant is dissatisfied with the outcome of their appeal, they may lodge an external appeal. If you wish to further appeal this decision you may lodge an appeal with an independent dispute resolution body such as Resolution Institute. Upon referral of a dispute and appointment of a mediator, the Resolution Institute mediator will charge an initial fee of $385.00 for the first 4 hours of their services, or part thereof (current as of December 2015). This includes pre-mediation services. Subsequent hours are billed at a rate of $137.50 per hour, or part thereof. The costs are shared between the parties unless prior arrangements are made.

As the fees listed may change, please call the Resolution Institute to find out updated fees and charges associated with a referral on 1800 651 650.

http://www.resolutioninstitute.com.au/

The student may supply additional information to the independent dispute resolution body which they did not previously supply to Brisbane Professional College either in the original application or the request for review.

Publication

This procedure for the handling of Academic and Non-Academic Grievances will be published in the Student Handbook and on the Brisbane Professional College website www.brisbaneprofessionalcollege.com.au

Further Action

Where the person reporting a grievance remains unsatisfied with the outcome of the grievance handling procedure, the person making a grievance is to be directed to the following external agencies:

• In relation to consumer protection issues, these may be referred to the Office of Fair Trading.
• In relation to the delivery of training and assessment services, these may be referred to the National Training Complaints Service via the following phone number: 13 38 73.

The procedures set out in this document do not replace or modify procedures or any other responsibilities which may arise under other policies or under statute or any other law.

Nothing in this policy and procedure limits the rights of individuals to take action under Australian Consumer Protection laws. Also, these procedures do not circumscribe an individual’s rights to pursue other legal remedies.

International Student Grievance

Where an international student grievance is unable to be resolved, the matter may be referred to the Overseas Students Ombudsman.

The Overseas Students Ombudsman is the body that investigates grievances about problems that overseas students have with private education and training in Australia. The Ombudsman’s services are free, independent and impartial.

The Overseas Students Ombudsman:

• investigates grievances about problems that overseas students have with private education and training in Australia
• provides information about best practice grievance handling to help private education providers manage internal grievances effectively
• considers, free of charge, external appeals under Standard 8 of the National Code of Practice for Registered Authorities and Providers of Education and Training to Overseas Students

Please find more information on the OSO website (http://www.oso.gov.au/)

Brisbane Professional College will cooperate fully with agencies such as the National Training Complaints Service, the Office of Fair Trading, Overseas Students Ombudsman or ASQA that may investigate the handling of a grievance. Brisbane Professional College considers that it would be extremely unlikely that a grievance is not able to be resolved quickly within Brisbane Professional College internal arrangements.

Enrolment Status

Where a current student chooses to access this policy and procedure, Brisbane Professional College will maintain that person’s enrolment while the grievance handling process is ongoing.

Record Keeping & Confidentiality

A written record of all grievances handled under this procedure and their outcomes shall be maintained for a period of at least five (5) years to allow all parties to the grievance appropriate access to these records upon written request to the Privacy Manager. These records will be maintained at Suite 1, Level 5, 67 Astor Terrace, Spring Hill, QLD 4000, Australia.

All records relating to grievances will be treated as confidential and will be covered by Brisbane Professional College’s Privacy and Personal Information Procedures.

Delayed Processes

In the unusual circumstances where a delay in the grievance process occurs, where longer than sixty (60) calendar days are required to process and finalise the complaint or appeal, Brisbane Professional College will inform the complainant in writing. In line with the importance that Brisbane Professional College places on open and transparent processes and communication, the first written communication will be made at five (5) days. From that point, the complainants will be regularly updated on the progress of the matter. Including reasons why more time is required.

Record and Review

Both the complaints and appeals policies of Brisbane Professional College highlight the importance of accurate documentation through the maintenance of records of all processes and outcomes.

All grievances (complaints and appeals) will be reviewed at Brisbane Professional College monthly management meetings. Continuous improvement procedures may be actioned when the complaint/appeal procedure results in identification of factors appropriate for improvement to internal operations. When the initial causative factor of the complaint identifies a problem with current Brisbane Professional College policies and / or procedures, the continuous improvement procedure will ensure changes are made to prevent re occurrence of the problem.

Results and certificates

On completing the training program with Brisbane Professional College, you will receive a nationally recognised qualification. This qualification is recognised within the Australian Qualifications Framework. Qualifications are formatted to a uniform standard to ensure they are valid documents and will be instantly recognised throughout Australia. A qualification issued by Brisbane Professional College will be accompanied by a transcript which will detail the units of competence issued within the qualification.

Where a student does not complete the entire course requirements, they may be entitled to receive a Statement of Attainment. A Statement of Attainment is issued by a Registered Training Organisation when an individual has completed one or more accredited units. A Statement of Attainment can be used as a basis for recognition of your current competence with other Registered Training Organisations within Australia.

A statement of results will be available to you upon request throughout your training. This will provide you information of your progress.

Standard 10

Brisbane Professional College records and assesses the progress of each student for each unit and cumulatively at the end of each study period. A study period is defined as a Term (10 or 11 weeks of study).

Satisfactory progress is achieved when a student successfully completes the assessment requirements for each unit or cluster of units within the timeframes specified in the course timetable / information.

Where a student is identified at risk of not making satisfactory course progress Brisbane Professional College will contact the student and arrange counselling with the Student Counsellor, to implement Brisbane Professional College’s intervention strategies as outlined below.

Monitoring Procedure

Student work is assessed by the trainer who then forwards a summary of the outcomes to the Office Manager. The outcome for each unit is entered into the student management system. The student management system provides a cumulative student record for each unit. A progress report can be run at any time but will be run at the end of each Term. This will identify any student who is failing to successfully complete any unit requirements as specified in the course timetable. This report is provided to the Senior Trainer who will speak with the trainer and the student in the first instance to identify whether the student is in danger of not achieving satisfactory progress.

Any student identified through this process of being at risk of not achieving satisfactory progress will be contacted in writing and called to a counselling session. At the counselling session the Student Counsellor will, in consultation with the student and trainer, establish a support / intervention program to help the student achieve satisfactory progress. Strategies will be determined on a case-by-case basis and will take into account the student’s current and previous results, attendance records and any previous implemented intervention / counselling strategies.

Strategies may include any of the following:

• English language support for technical assignments and comprehension;
• Assistance with academic skills such as writing essays and report writing;
• Attending a study group;
• Attending a ‘make up’ session
• Additional practical workshops to hone practical skills;
• Referral to external agencies.

The implementation of the support / intervention strategies may be requested by the trainer or the student at any time throughout the course if concerns are held about progress. The Senior Trainer will consider any such request.

A summary of the support / intervention action to be implemented will be recorded on the Student Support Intervention record and placed in the Student file. Notes on any meetings that occur will also be noted in the student management system and kept on the student’s file.

A student will not be reported for unsatisfactory progress until after the support / intervention strategy has been implemented and enough time has been allowed for the strategy to run its course.

Unsatisfactory Course progress

Unsatisfactory course progress is defined as a student failing to successfully complete and achieve competency in at least 50% of the course requirements in that study period. At Brisbane Professional College each study period is a Term (10 – 11 weeks).

Where a student is assessed as having made unsatisfactory progress for two consecutive study periods even after implementation of the support / intervention strategy Brisbane Professional College will report the student to the Secretary of the Department of Education through PRISMS and the student’s Confirmation of Enrolment (CoE) will be cancelled. This may also result in the cancellation of the student visa.

Reporting unsatisfactory progress

Before making the unsatisfactory course report to the Department of Education, Brisbane Professional College will notify the student in writing of the intention to report, and advise the student they have 20 working days to access Brisbane Professional College grievance process prior to being reported. During any such period the student’s enrolment is kept current.

A student will not be reported until the outcome of any appeal has been finalised and the appeal has been unsuccessful or the student does not access the appeals process during the 20-day period.

The student may appeal the decision to report them to the Department of Education on the following grounds:

• A competency decision has been inaccurately recorded or calculated.
• Compassionate or compelling circumstances.
• The intervention strategy has not been implemented according to Brisbane Professional College’s own documented policy and procedure.