HOMESTAY POLICY AND PROCEDURE

This Policy and Procedure is in compliance with the National Code 2018 Standard 5

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Policy

The ASC and the School has a responsibility to ensure that all homestay accommodation offered to students

meets the criteria of the ASC and School. All students must remain in homestay accommodation for the duration

of their studies unless living with a Department of Home Affairs (DHA) approved guardian or a parent. ASCI is

required to provide a Certificate of Accommodation and Welfare (CAAW) to all students under the age of 18

years who apply for a Student Visa but no younger than the age of 12 (Year 7), unless the student is living in

Australia with a DHA approved Guardian or a parent. Details of these requirements are included in the Policy

and Procedure document entitled “Accommodation Support and Welfare of Students under 18 years of age”.

In order to place students in an appropriate Homestay environment, the ASC utilises the services or

professionally managed homestay organisations. These are:

1. Talkabout Tours (WA only)

2. The Australian Homestay Network

To ensure that the safety, comfort, well-being and behaviour of students are regularly monitored, and that any

issues or problems that arise are dealt with expeditiously, the Student Support and Welfare Manager maintains

contact and meets with each student regularly to allow the student the opportunity to discuss any problems or

issues that they may be encountering. The Student Support Staff maintain ongoing contact with AHN, who meets

and/or liaises with homestay families at least every six months, to mediate or address any issues raised by the

students. It is imperative that proper records are kept on all students who live in homestay accommodation.

The below policies are referenced when determining the process involved with placing a student into an

approved homestay environment:

AHN POLICIES

1. AHN Homestay Policy2. AHN Student Placement Policy3. Code of Conduct for U18s in Homestay4. Student Guide to the House Rules5. AHN Guest Agreement6. Selection Criteria for the Recruitment of Homestay Hosts7. AHN Host Agreement8. AHN Homestay After Hours Procedures9. Emergency and Critical Incident Policy10. AHN Refund Policy

TALKABOUT TOURS POLICIES AND PROCEDURES

1. Talkabout Tours Policies and Information

2. Host Family Contract

3. Host Family Terms and Conditions

4. Homestay Student Terms and Conditions

The homestay provider must be an adult resident in Australia and must provide a stable family environment. ✓ The family environment must be suitable for the age and gender of the student and English should be

the main language spoken in the home, unless specified alternatively by the student’s parents orguardian.

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✓ It is expected that the student would live with and be looked after in the context of a family providing the student with full board (own room, meals provided etc.).

✓ Homestay should provide a single room with a bed, a desk, a chair, a lamp and somewhere to store clothing (in the student's room or another appropriate area in the home).

✓ The homestay should be within reasonable access to public transport or the School’s bus network.✓ Supervision (out of school hours, study and pastoral care) appropriate to the age and maturity of the

student should be provided by the homestay carer.✓ The homestay carer must notify ASC International of any changes in their information/details or

situation for any period of time.✓ No student under the age of 18, for which ASC International holds a CAAW is to be left alone in a

homestay✓ If the Homestay Organisation is unable to find suitable homestay accommodation, ASCI must seek the

assistance of another reputable agency to organise homestay placements for international students. The Welfare Coordinator will liaise with the agency to ensure that appropriate measures have been taken to confirm all homestay places they organise meet both legislative and ASC requirements. In such cases, the Homestay family will be subject to the same checking processes as other Homestay Families.

Parent Nominated (PN) Homestay:

✓ Where an international student's family organises their own homestay placement, this is referred toas a ‘Parent Nominated Homestay’. In this situation, all the same process of placement andapplication apply.

✓ All Homestay arrangements and any changes to this, must be approved by the ASC.✓ If the PN homestay is found to be unsuitable or if there is any danger of a dispute which cannot be

resolved, it may be necessary to move the student to another homestay.

Private Rental Arrangements:

✓ DoHA states that private rental without adequate supervision from an adult is not appropriate. If anyof these conditions are not adhered to, the DoHA will be contacted and enforce mandatorycancellation of student visas.

ASC Responsibilities:

✓ The ASC takes seriously its responsibility to report to the DoHA confirming that the student'saccommodation arrangements are suitable. This is done prior to a student commencing, with the ASCtaking responsibility for a minimum of seven days over and above the period of the student'senrolment, and for seven days after the completion of their course - this may be a longer period,dependent on the student's arrival in Australia and departure from the ASC.

✓ In the event that a student's living arrangements change or the ASC no longer approves of thearrangements for the student, the ASC will notify DoHA using the PRISMs system.

Student Responsibilities:

✓ As a requirement of visa conditions, any proposed changes to homestay arrangements must benotified to the Welfare Coordinator, and the above procedures followed in securing newaccommodation.

✓ Should the ASC terminate, suspend or cancel a student's enrolment, ASCI will continue to check thesuitability of accommodation and welfare arrangements for that student until:

✓ another provider takes over responsibility for the student and his/her accommodation,support and general welfare arrangements.

✓ the student leaves Australia.✓ other arrangements are made that satisfy Migration regulations.✓ the ASC notifies DoHA that it can no longer approve of the arrangements for the student.

Procedure

Homestay Registration:

1. A prospective Homestay Host is required to complete an Host application process with one or both of

the approved homestay organisations. This process involved with host accreditation includes:

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a) Completion of an online Host Applicationb) Completion of Host Training and Assessmentc) Provision of applicable Police Clearances and Working with Children Checksd) Successful completion of a home interview with a Homestay representative, including completion

of a Home Interview Checkliste) Signing of a Host Agreement

2. Host Selection and Screening Processa. Homestay organisations provide support for the ASC in accrediting and inspecting our host

families and assist with the placement process to:i. gauge appropriateness;

ii. enforce minimum hosting standards;iii. provide a fair and transparent process for complaints and appeals; andiv. provide a hierarchical and immediate response to any incident of concern, critical or

otherwise.b. All hosts sign a contract that outlines expected standards for hosting an ASCI student at the

start of the registration process and commits hosts to upholding those standards.c. Host training is comprehensive and mandatory. It provides hosts with a guide beyond the

technical aspects of hosting and allows the homestay organisation to assess host applicationsfor suitability before progressing to the interview stage. We require all hosts to have theadequate police/WWC checks and our system has been designed to monitor and report livedata on required clearances.

d. Our homestay organisations have real experience in hosting and managing students in hostedaccommodation. They hold a wealth of local knowledge and ensure every host meets our highstandards during the interview process before they are approved to host for us. We are proudof their commitment to both students and hosts.

e. Our 24/7 support provides hosts with a contact number to report critical incidents. Staff aretrained in critical incident management and protocols are set to allow staff to compliment andreaffirm education provider Duty of Care requirements.

3. Our homestay organisations assist ASC staff to manages complaints and transfers in line with standardeducation provider complaints and appeals processes. We pride ourselves on working in tandem withour homestay organisations in finding a viable solution in a fair and reasonable manner.

Placing students into Homestay:

1. New student enrolments are provided with the link to the homestay application form.

2. Once a student’s placement into homestay is confirmed, Student will receive a Placement Confirmation

and Arrival Confirmation Report.

3. On receipt of the above documentation and provided the student has completed their application form

and paid the necessary fees, ASC International will issue the CoE and CAAW letter to the student or

agent.

4. If there are any potential difficulties in meeting all the student’s requests, the student will be asked to

amend their requests in order of priority, if appropriate.

5. The student’s arrival details and placement report are noted

6. Professional airport reception will be arranged and the homestay host will be notified of the student’s

arrival

7. Students can seek Homestay assistance from the Welfare Coordinator.

Homestay Monitoring:

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All Homestay matters are logged on the School’s Digital Management System (DMS) as they arise, or are

conducted, which alerts the Student Support and Welfare Manager to conduct the necessary actions with AHN.

Student Monitoring:

• At Orientation, Students are advised that if they experience any problems while living in homestay, they should contact the Student Support and Welfare Manager immediately for assistance.

• The Student Support and Welfare Manager will make personal contact with every student newly placed in Homestay accommodation within their first four weeks; and with all other students in homestay at least once a semester.

• After any meeting concerning homestay, staff should make written notes of the topic(s) discussed on the student file, which informs the Student Support and Welfare Manager, who will contact AHN

and if necessary the student’s parents. The Student Support and Welfare Manager is to assist to

resolve the student’s issue(s) with the resolution recorded on the DMS.

• If a student asks to leave a Homestay, the Student Support and Welfare Manager should discuss the reason(s) with them and take notes on a Student Counselling form and advise AHN. A Welfare variation form must also be completed and provided to AHN

Homestay Monitoring:

1. Homestay arrangements are monitored every six months. Details of any host monitoring can be

made available to the School upon request.

2. Any issues raised by Homestay Hosts to homestay organisations, concerning an ASC International

student are brought to the attention of the Student Support and Welfare Manager, who will meet

with the student and rectify as appropriate.

Students Transferring Between Homestays

1. The ASC and School requires the student to reside with their assigned Homestay Host/Local Carer. The

Carer’s Agreement ceases if and when the student moves from a Homestay Host’s home.

2. As part of the transfer process, the homestay provider will process and arrange the transfer of students

each time a student moves from one Homestay to another.

3. The Student Services Office will forward a letter detailing the new Homestay particulars, and a copy of

the variation to Welfare form for the parents to sign.

4. The procedure outlined in points above is repeated.

5. On the date that the student moves from the first Homestay to the new Homestay, the Homestay

Provider will inform Home Affairs of the student’s new Homestay Host’s address and contact details

using the PRISMS system.

References

Related forms and documents necessary for procedure implementation:

a. Welfare Variation From

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AHN POLICIES

AHN Homestay Policy This Homestay Policy sets out the guidelines and expectations for behaviour that apply to Guests and Hosts

participating in a Homestay, and it should be read together with the AHN Host Agreement and AHN Guest

Agreement, as applicable.

All capitalised terms have the same meaning as defined in the Agreements, and the terms of the Agreements will apply to the extent of any inconsistency with this Policy.

Please read through this Policy carefully and contact us at/on info@homestaynetwork.org if you have any questions.

AHN’s Role

1. AHN will take reasonable steps to assist Hosts and Guests in the event of an emergency or other

issue, and will answer any questions you have about AHN’s Services. Guests and Hosts have

access to 24/7 support through AHN’s after hours’ emergency line – 1300 MYSTAY (1300 697

829)

2. In keeping with the provisions of the Agreements, AHN is committed to creating positive

outcomes for all Homestay participants and may act to remove a Guest from a Homestay or take

any other action it deems to be in the best interests of the Guest, Host, or AHN at any time. If

emergency accommodation is required AHN will make every attempt to assist, where the Guest

is Under 18 AHN will engage with the education provider to reach a suitable outcome.

3. For more information about AHN Services (including payment or insurance) please see your

Guest or Host Agreement (as applicable), visit our website, or contact us. For more information

on AHN’s Refund Policy, please visit this link

https://au.homestaynetwork.org/policies/ahnref01.

MUTUAL OBLIGATIONS

Both Hosts and Guests must:

1. Treat each other and every other person in the Home in a fair, respectful, and polite manner.

This means being considerate of other peoples’ feelings and needs, and includes things like not

touching any person or their personal property without their permission, keeping your

environment clean and tidy, and saying thank you to someone who does something for you.

2. Understand that your customs or beliefs may be different to those of your Host or Guest. Have

an open mind – one of the most important benefits of a Homestay is ‘cultural exchange’ – the

chance to learn about someone else’s experiences and values. All participants need to be

treated with respect, including when carrying out reasonable cultural or religious practices in

the Home. Discrimination of any kind is not acceptable.

3. Work together to make the Homestay a success. It is very important that both Guests and Hosts

make an effort to communicate clearly and effectively about important matters, and cooperate

to resolve and misunderstandings or issues that might arise. It takes contribution from both

sides to create a comfortable and enjoyable environment within the Home. Make sure that you

provide your Guest or Host with current contact details and any other important information

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about you that they should know – and be careful not to share any information you receive with

anyone else without the Guest or Hosts’ permission.

GUEST OBLIGATIONS

As an AHN Homestay Guest you must:

1. Cover certain costs. You should ask your Hosts’ permission before using their telephone or

internet services. You may be asked to pay up to $12.50 per week for internet usage or arrange

your own. You will also be expected to cover your own travel, entertainment, and medical

expenses as well as any other personal costs that come up during your Homestay. If you cause any

damage to the Home, you will be expected to pay for repairs.

2. Comply with any reasonable ‘house rules’ the Host gives you. These may include:

(a) keeping your room tidy;

(b) assisting with minor chores;

(c) using resources such as water and electricity responsibly;

(d) keeping noise to a minimum;

(e) attending meal times promptly; and (f) being polite and considerate at all times.

3. Pay your Homestay Fees by the due date. AHN will send you an invoice at regular intervals to

continue in homestay. It is important that your fees are kept up to date and paid by the due date

so that there are no delays with paying your host. Fees are reviewed annually and published on

the AHN website. Guests who are in a current placement will be notified of fee increases effective

to them.

4. Be sensible and safe. This means immediately contacting AHN or your Host if you have concerns

regarding your health or welfare. Store valuables such as money, passport airline tickets and other

important items in a safe place. Always ask your Host’s permission before inviting any other

person to the Host’s home for any period of time.

(a) If you are over the age of 18 you must ask your Host before bringing alcohol into the Home or

smoking when you’re near the Home. Smoking is never allowed inside the Home.

(b) If you are under the age of 18 you must

1.b.1. return to the Home by the curfew set by your education provider and notified to you by AHN or your Host. Written notification from your education provider must be provided to AHN if you have been granted special permission to be late or sleep overnight somewhere else.

1.b.2. not smoke or consume any alcohol or illicit substance at any time or place during your Homestay.

1.b.3. travel to homestay by airport pick up where the education provider deems it mandatory. The cost will be included on your first invoice and APU booking details will be provided on your placement report. If you wish to travel with a relative or an adult this must be approved by your education provider prior to travel.

5. Stay in contact. Log in to your AHN user profile to check any alerts and answer any messages as soon as possible. AHN reserves the right to remove any defamatory or personal information you post in relation to the Homestay. You must also communicate daily with your Host about your activities and notify your Host if you will be away from the Home during a mealtime or overnight. Contact AHN immediately if you feel uncomfortable or unsafe in your homestay environment. (a) If you are under the age of 18 you must carry a mobile phone and make your Host aware of

where you will be at all times.

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(b) If you are over the age of 18 you must tell your Host if you plan to go on a holiday during your

Homestay and comply with the AHN room holding policy.

HOST OBLIGATIONS

As an AHN Homestay Host you must:

1. Make yourself and your Home available to your Guest. You must be a permanent resident of the

Home and be available to the Guest on a reasonably frequent basis. You must specifically be

present at the Home when the Guest first arrives or arrange for a trusted friend or family member

with a current police-check (or WWCC if the guest is Under 18) to be present. The Guest should

have internal access to the Home at all times, meaning you must provide a key, security code or

other means of entry in case you are not present Home at any time. Your Guest should also be

able to contact you within reasonable hours. You must notify AHN if you are hosting more than 2

guests at any one time.

2. Help your Guest settle into a comfortable and safe Home. This means providing a structurally

sound, clean, private, single occupancy bedroom accessible from within the Home, with a secure

door, and which is comfortably cool/warm depending on the season. The Guest must have a

suitable bed, sheets, desk, desk chair, lamp and proper hanging space with drawers. The guest

must have access to laundry facilities and lockable bathroom and toilet facilities. Make your Guest

aware of the layout of the Home, any instructions (for household appliances or amenities such as a

pool) and clearly explain your household rules. Your home must be fitted with working smoke

detectors and comply with all local council regulations. Always ensure that you respect the privacy

of your guest and never engage in any physical contact under any circumstances.

3. Provide healthy food for your Guest. This means preparing adequate healthy meals in accordance

with the agreed meal plan detailed in the placement report, with at least one meal per day

consisting of meat/other protein, vegetables and rice/noodles. Ensure you have adequate grocery

items for any meals (breakfast or lunch) that your student may be required to prepare themselves

and take the time to show them what to do. For example meal options please click here.

4. Help your Guest to access or organise important services. This means showing your Guest how to

use your telephone and internet services, or helping them to sign up to short-term services in their

own name. You should also help your Guest to open an Australian bank account or set up online

banking if necessary.

5. Show your Guest around the community. Help your Guest to understand the route to and from

the education provider. If this involves public transport, show them how to buy transport tickets.

Make your Guest aware of places of interest within the community, such as shops and parks, and

important services such as banks, post offices and local police stations including emergency

contact number 000.

6. Include your Guest in normal activities and help them to learn. Your Guest’s privacy is important

but you should make a genuine effort to involve them in your Home and community. Be flexible,

sensitive and patient when communicating with your guest, and use clear, understandable English.

7. Assist your Guest to seek medical or dental attention as necessary. If your guest is sick you must

assist them with seeking medical treatment, including arranging appointments and transportation

if required. You must notify the education provider of the dates and times of any leave required to

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attend appointments, and assist your Guest to get a proper medical certificate. If necessary, call

000 for urgent medical attention.

8. Maintain valid clearances and notify AHN of any changes to residents. Hosts must list all residents

in their profile and immediately notify AHN of any changes. All Hosts and permanent residents

over the age of 18 must have a valid police clearance (to host Over 18's) or Working with Children

Check (to host Under 18's). Details of State and/or Territory requirements are available at this link:

https://aifs.gov.au/cfca/publications/preemployment-screening-working-children-checks-and-

police-checks/part-overview

If you are hosting an International Student directly or from another homestay provider they are not required to obtain clearances, however you must sight their Visa for validity and let AHN know immediately if you have any concerns.

Hosts must notify AHN, in advance, of any overnight visitors so that appropriate action can be taken.

9. Understand the extra responsibilities of hosting Guests under the age of 18. This means:

(a) only hosting other Guests, or students of any institution, that are the same gender as your

Guest.

(b) enforcing the curfew set by AHN or the education provider and notified to you by AHN. You

must notify AHN immediately if there is a breach of curfew.

(c) notifying the education provider if your Guest will be absent for the day and notifying AHN if

you believe there has been excessive non-attendance at the education provider.

(d) keep AHN, education provider and guardian informed of any issues or concerns relating to the

Guest.

(e) never leaving your Guest alone at Home overnight or without an approved adult who has a

current Working with Children check and always provide AHN with at least 2 weeks’ notice if

you will be going on holidays without your student so that a suitable temporary homestay can

be arranged.

(f) never allow the Guest to sleep at another location overnight or go on a holiday without

obtaining the permission of the Education Provider and notifying AHN.

(g) Hosts wishing to take the student on holidays with them must seek approval from

guardian/school first and advise AHN.

(h) immediately notify AHN of any incident or allegation of child abuse including:

(i)any act committed against a child involving i. a sexual offence; or

ii. an offence under section 49B (2) of the Crimes Act 1958 (grooming); and

(ii)the infliction, on a child, of i. physical violence; or ii. serious emotional or psychological harm; and (iii)serious neglect of a child

10. Help AHN make the Homestay as enjoyable as possible. This means regularly logging into your

AHN user profile and responding to messages as soon as possible. You must update AHN

immediately with any changes to your Home, your capacity to provide a safe and supportive

environment for your Guest, or any concerns you have about your Guest. You may be required to

assist AHN in reminding your Guest to make payments to AHN at the time and by the method set

out in their AHN Guest Agreement. With the exception of internet fees, AHN does not permit

hosts to collect funds directly from the student. If a host should enter into a private arrangement

with a student, they will be permanently archived.

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AHN Student Placement Policy

Document Overview:

This document outlines the procedure for placing AHN students with Homestay Hosts. It will contain policies for placing the following students:

1. Over 18 Students

2. Under 18 Students

3. Study Tour Students

Over 18 Students:

The following policy should be followed when placing students with homestay hosts. The student’s profile should be checked against system-matched homestay hosts for suitability before confirming a placement. Students must not be placed with a homestay host simply because it is convenient, the student’s profile should be checked against available hosts for issues including the following:

• gender, age and personal preferences

• size of the family, how many children and their ages

• pets, dogs or cats, or both

• smoking or non-smoking

• transport time to institution

• length of stay

• hobbies

• special needs

If ‘special needs’ has been highlighted every care and precaution should be taken and confirmation sought from the host that they can meet the student’s requirements. Students will have preferences, which may or may not be accommodated at the time of matching.

While it is desirable to meet student’s needs, be aware, that some homestay students may have overly high or specific expectations. Students may make requests such as ‘I want to be able to walk to my school’ or ‘I want my own bathroom’.

In these cases, it must be explained to the homestay student that while the program may not have available homestay hosts meeting these criteria, there are other suitable households available.

The number of students placed with one homestay host should be limited. If there are multiple students present in one household, they will not gain full exposure to Australian culture and language. There are also legal implications to having multiple students in a household. AHN will limit 3 students to one host, at a maximum.

It is very important that students not be placed with another student who speaks the same language. This will limit growth of the students’ language skills and work against one of the important aims of homestay. An exception to the rule may be when students specifically request to be placed with a friend or a relative, or in the case of underage students who may request to be placed with someone of their own culture or language background, where possible.

Once a placement has been confirmed a detailed placement report will be sent to the student and the host.

Under 18 Students:

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Pre-arrival Information:

Education providers must first sign a Confirmation of Appropriate Accommodation and Welfare (CAAW or often referred to as a Welfare Letter) before a student can be issued with a study visa. A Confirmation of Enrolment (CoE) is issued at the same time. The student must be issued with the address of their host prior to the issue of these documents and any changes recorded with their education provider. Where a student has applied for homestay and been informed of their host’s address then the education provider takes responsibility for the student when signing the CAAW letter required prior to visa issue.

The CAAW must start from the date of commencement of the student’s COE and end seven days after the end of the student’s course. As students may not be permitted to travel to Australia before their welfare arrangements are in place, the CAAW should provide appropriate time (usually seven days) prior to the commencement of the student’s course to allow them to come to Australia and settle into their accommodation. The student must abide by these dates and negotiate with their education provider for an extension of the CAAW if they plan to arrive more than one week prior to the start date.

Homestay hosts are not legal guardians for their student and do not have any parental responsibilities towards a student.Hosts have no right to sign any legal documents, such as a visa application, on the student’s behalf. If the student remains in Australia and does not make an application for a further visa, the visa will cease and they may be located and removed from Australia by the Department of Immigration and Citizenship (DIAC). The AHN community is not responsible if a student does not leave the country.

Placement information:

All hosts accepting under 18 students must have a valid Working with Children Check. Details of State and/or Territory requirements are available at this link. It is not sufficient for this to be in the application stage. All members of the host’s household who are over the age of eighteen must have applied for and been issued with this card.

In addition to the policy for placing over 18 students, and the AHN Under 18 Code of Conduct under 18 students:

• Must not be placed in a homestay with the opposite sex, where possible, especially when

there is a large age gap

• Female students must not be placed in a home where there is no female host

• Students should be placed as close to the education provider as possible, but within

60 minutes by public transport at a maximum • Unless the education provider has given written approval for travel with parents, students are

not permitted to travel to and from the airport unless booked with an AHN assigned transport

company

• Students are to abide by curfews, as set in each state – refer to local office rules for these

times

• Any breach of curfew is to be reported by the hosts to AHN within 15-20min of the breach

then reported to the education provider as appropriate

• Any time away from homestay must be approved in writing by the education provider

• Check the local AHN office rules for any other rules relating to under 18 students in each state

Regular counselling must be offered to the student whilst in homestay but this is generally done as part of the counselling responsibilities of the education provider. However it is good practice for AHN to contact the host and student at regular intervals during the stay.

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Students under 18 must seek assistance from AHN if they are concerned about their homestay arrangement in any way or if they would like to request to change homestay hosts. AHN will assess the request and if a transfer is approved a new host and transportation will be arranged. The student may be required to pay for professional pick up service if required. The education provider and DIAC must be informed of the new address.

Guardianship companies can be utilised at the student’s request. There is a fee payable to the guardianship company for this service. The company liaises with the host, AHN and the education provider to resolve minor issues. However, any critical incident must be reported to the appropriate authorities (police, welfare authorities) and the student’s education provider.

The student must have emergency access for twenty-four hours/seven days a week or contact with their AHN local office. Generally, students under 18 years old need to have written requests to change anything about their educational contract (i.e. duration, provider, etc.). Different education providers will have rules in place relating to travel, overnight absences and changing of accommodation etc.Applicable state and federal laws must be obeyed regarding travel – such as wanting to drive a car, motorbike or bicycle (licensed appropriately, seatbelts, helmets etc.)

Study Tour Students:

Study tour students arrive in groups, are enrolled in groups and generally stay together with the group for all activities. Some study tour students attend English language Intensive Courses for Overseas Students (ELICOS) and some have holiday activities combined with their English course. Each education provider will be different.

The quotation agreed with each individual partner will dictate the method used for placing study tour students i.e. host family/travel requirements, and the financial arrangement about the homestay fee. The tour coordinator will provide AHN with manual application forms and profiles for each student and AHN takes responsibility for entering the data into the system and setting up the study tour.

In addition to the policy for placing over 18 students, it is important to remember that study tour students can often have a lower level of English, depending where they are from. Consequently, it is important to place the students with hosts who have been proven to have a high duty of care and the attitude and ability to communicate easily with students with a low level of English.

Travel should be straightforward and it is good practice to place students in one area (where possible), so that they may travel together on the train or bus. Should the numbers be too high to achieve this goal, pick several suburbs close together and place a few students in each suburb.

It is advisable to arrange for a suitable time and place for these students to be introduced to their hosts and this is a good opportunity for the education provider and AHN representative to speak to all hosts and students together and allay any fears the students might have regarding food or travel and to advise hosts of the considerate use of the afterhours mobile telephone.

There are often more after hours calls when these students arrive so it is important to have mechanisms in place for after hours duties to be shared.

Code of Conduct for U18s in Homestay IMPORTANT: Australian Homestay Network will always defer to the required policies and procedures of the governing education provider in any matters where the governing education provider policy conflicts with any AHN policy or the AHN policy fails to mention the requirement.

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Document Overview

This document outlines AHN’s official code of conduct for Under 18 students in AHN placements. All stakeholders have, in some way, power and influence in the homestay process and therefore each stakeholder has a responsibility to be aware and to meet some standard of ethical conduct.

This document on the ‘code of conduct for international students in AHN placements’ is used as a guideline to meet standard requirements for providing pastoral care to international students under 18 years of age. It promotes and enhances the conduct of the education provider and Australian Homestay Network (AHN) staff in performing their duties in a collegial environment.

Accommodation for international students is managed by AHN. The education provider and AHN work together to provide supportive homestay experiences for students.

This document contains a checklist for each key stakeholder to follow to ensure that they comply with the Homestay Programme Guidelines. Because of the diversity of stakeholders involved in homestay study programmes at the education provider, the code is presented across four general stakeholder areas:

1. Education provider staff

2. AHN

3. International students in homestay

4. Homestay providers/host families

1) Education Provider Staff

AHN works with a variety of homestay hosts, made up of both traditional and non-traditional families from different cultural backgrounds. AHN does not discriminate against family makeup when accepting or declining hosts.

A staff member at the education provider may be appointed to provide ongoing support to homestay students as necessary and may:

• Work with AHN to advise homestay students of the expectations of homestay by means of

orientation, written documents and information, orientation sessions as well as email

information.

• Work with AHN to ensure all students are placed in appropriate families.

• Follow up with AHN regarding any complaints made by homestay students.

• Respect and be responsive to the beliefs and diversity of cultural requirements of homestay

hosts and homestay students by providing alternative accommodation as soon as possible if it

is believed that the welfare of the student or host may be at risk.

• Staff may need to provide on-going support for homestay students as necessary and ensure

that all parties are aware of the wide range of support services available within the education

provider and provided through the International Centre, Health Services, Counselling Services,

Sexual Harassment Contact Network and Grievance Resolution procedures.

• Interact effectively and cooperatively with other departments within and outside the

institution.

• Act openly and professionally in all dealings with homestay hosts.

• Ensure that the confidentiality of homestay hosts and students is preserved under the

terms of Privacy and Discrimination Acts.

• Ensure that AHN provide homestay management services appropriate to the role and level of

service they are providing (including demonstrable ability in meeting the specific needs of

international students).

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Under the ESOS Act 2000, the National Code of Ethics for Registration Authorities and Providers of Education and Training to Overseas Students, must ensure that upon arrival, international students have access to information or counselling services in the following areas: orientation, academic progress, further study and accommodation and welfare arrangement for students.

General Welfare

• The education provider should be aware of the international students’ needs and have

processes in place to support and assist them.

• The education provider must support the social and psychological needs of international

students that include:

1. Access to appropriate counselling services

2. Training and support of homestay providers

3. Sensitive management of internal and external grievance processes

• The education provider is responsible for all aspects of pastoral care for their international

students from the point of landing in Australia or the agreed date of transfer from another

signatory, to the end of the contract for enrolment.

• The education provider needs to be aware of cultural and religious differences of students. For

example, Muslim students will have practices relating to food, food preparation, storage,

drink, religious observances and dress that need to be respected and accommodated.

• The education provider should ascertain if an international student has any health conditions

that may affect their study or require treatment. Homestay hosts need to be advised of any

relevant health problems of students in their care.

Privacy of International Student Information

• Personal information of any student is subject to the Privacy Act; the provision of which prohibits the disclosure of any personal information or details. The education provider must ensure that all personal information, as defined in the Privacy Act, is obtained, stored and released in accordance with the Privacy Act.

Communication Arrangements

• The education provider is required to establish communication arrangements with the parents / guardian of international students. ‘Establishing communication arrangements’ means the education provider must arrange a way to contact parents / guardian in case of an emergency and for ongoing liaison concerning the students’ welfare. It is vital that there is a way of contacting the parents / guardian at short notice.

Accommodation

• The education provider is required to advise international students of the accommodation

options available to them.

• The education provider may document which category of accommodation each student is

living in and ensure that the applicable monitoring and follows-up takes place.

• The education provider must ensure that their homestay providers have a full understanding

of their obligations to the signatory and any accommodation agent. This means the education

provider must clearly set out the different responsibilities of providers and agents and advise

each what their responsibilities are.

• The education provider may have stringent procedures for all aspects / areas of the homestay

programme such as a process for assessing, selecting and approving prospective homestay

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providers and processes for the on-going monitoring of the providers. These procedures may

shape the placement guidelines agreed between the education provider and AHN.

2) Australian Homestay Network (AHN) Code of Ethics

When arranging homestay accommodation for international students AHN will:

• Provide homestay hosts with rigorous training to ensure they are familiar with the processes

and procedures relating to homestay, education and student culture.

• Offer ongoing support to both hosts and students throughout the homestay process, including

access to 24/7 emergency phone line.

• Interview all hosts and provide a detailed orientation of the expectations / requirements of

the programme.

• Review all registered homestays regularly.

• Place each student in a safe and suitable home, which is to the best the staff knowledge, a

“best match” for the student.

• Identify any personal prejudices and biases and promote awareness and an adherence to

ethical standards.

• Accept flexibility of regulations and communication practices that may be necessary to meet

the diverse and variable needs of international students.

• Adhere to the Discrimination Act 1991 (ACT) as at http://www.legislation.act.gov.au/a/1991-

81/default.asp and all discriminatory practices including but not limited to race, age, gender,

ethnicity, disability, socioeconomic and sexual preference or religion.

• Adhere to the Education and Training Reform Act 2006 (Ministerial Order No. 870 – Child Safe

Standards – Managing the risk of child abuse in schools.

• Keep all possible communications open, honest and appropriate to the situation.

• Maintain clear communication with the education provider on all homestay related matters.

• Act with sensitivity and discretion and ensure crisis management processes are in place in time

of grief and trauma.

• Have access to opportunities for professional development to ensure homestay care

knowledge is current and meeting the needs of international students.

• Maintain the confidentiality of homestay hosts and international students’ right to privacy

under the terms of Privacy and Discrimination Acts.

• Encourage respect for the law and systems of Australia.

• Arrange appropriate government documentation to ensure each member of the host family

(over the age of 18) are suitable to work with underage children and monitor

the respective expiry dates. Each state regulations can be found here:

https://aifs.gov.au/cfca/publications/pre-employment-screening-workingchildrenchecks-and-police-

checks/part-overview

• Ensure all students are placed in appropriate families and ensure appropriate guardianship

arrangements are in place.

• Monitor the number of household residence and guest in the home

• Maintain adequate payment records.

• Follow up any complaint made by homestay students / hosts as soon as possible.

• Respect and be responsive to the beliefs and diversity of cultural requirements of homestay

hosts and homestay students by providing alternative accommodation as soon as possible if it

is believed that the welfare of the student, or host, may be at risk.

• Provide on-going support for homestay hosts and students as necessary and ensure that all

parties are aware of the wide range of support services available through the education

provider.

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3) Homestay Students

Code of Ethics

• Students need to be encouraged to communicate in an honest and respectful way to ensure

positive relationship is developed with their hosts. Relationships should be built on mutual

trust and open communication. Disguising a problem to ‘save face’ is not the best way to deal

with the problem.

• Students should be educated on acceptable levels of hospitality and not take advantage of the

generosity offered by families.

• Students should be enabled to take responsibility for their own practices and needs.

• Students under the age of 18 must be aware of their visa requirements as definitive rules and

restrictions apply to their movements and lifestyle.

Good Conduct Guidelines

The student will be expected to:

• Be financially independent; pay the homestay fee as arranged with AHN and any extra mid-

year vacation homestay fees or holding fees as per policy. He / she must meet all personal

expenses for travel, entertainment, telephone calls, medical expenses and other personal and

incidental costs.

• Respect and adhere to guidelines / rules for living in the household as given by the homestay

family which include conditions such as no smoking, no alcohol, spending no longer than 10

minutes in the shower and leaving the bathroom tidy.

• Smoking and consumption of alcohol are prohibited for all students under 18 years of age.

• Consumption of illicit drugs are prohibited as per state laws.

• Offer to help with minor household chores such as washing up and keeping their bedroom

clean and tidy.

• Be considerate and keep noise to a minimum after 8.30pm.

• Ask the family before inviting friends over.

• Follow the correct approval process as required by the education provider and AHN for any

overnight stays. Contact AHN if these processes are unclear.

• Advise homestay families about social activities and if meals will be missed.

• If students damage any property within the home, they must report it immediately to their

host family so replacement options can be discussed.

• Keep all valuables, money, passport and airline tickets in a safe place.

• Maintain clear communication with the education provider on all homestay matters. • Behave

appropriately and be prepared to participate in reasonable family activities.

• Respect and be aware that cultural differences and beliefs of the homestay family may differ

from their own.

• Communicate with the homestay host on a regular basis. Students should be open about their

needs / wants (within reason).

• Advise the education provider immediately of any concerns of their health or welfare which

may arise in the homestay environment.

• Adhere to the guidelines set down by the education provider, for example, orientation for

students and other advice given about the homestay programme.

• Be aware and abide by the laws of Australia and the rules of your education provider. •

Adhere to relevant AHN Policies including the Guest Agreement and Homestay Policy.

4) Homestay Hosts

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Code of Ethics

Homestay hosts are expected to:

• Develop positive relationships with students which are based on mutual trust and

communication.

• Make students aware of their “House Rules” and ensure they are explained to each student.

House rules should also be displayed somewhere, for example, on the fridge or given to the

student as a printout.

• Acknowledge each student will be different and have their own strengths and weaknesses.

• Support and assist students to live comfortably within a foreign environment.

• Respect the students’ right to privacy whilst realising that privacy does not equate to isolation.

• Acknowledge the significance of culture, customs, language and beliefs in the life of their

student and accommodate these appropriately.

• Assist, support and nurture where needed or requested, but keep in mind that a desire to

please may be interpreted as interfering by the student.

• Ensure appropriate working with children checks are current at all times.

Good Conduct Guidelines

The homestay host will be expected to:

• Provide a safe environment that will offer the student a total experience of living as a member

of an Australian family and which encourage positive study habits.

• Provide the student with a private, clean and warm bedroom, good healthy food, laundry

facilities and a supportive environment. Meals should be provided as per the AHN product

selected and paid for by the student. At least one meal per day should consist of meat /

protein, vegetables and rice / noodles.

• Offer help, guidance, support and encouragement with language practice and adapting to

living in Australia (this may require patience and empathy and a willingness to show the

student more than once).

• Provide an orientation within the family home and explanation of the “House Rules”

e.g. use of pool area and house facilities and security. Applicable house rules should be explained i.e. what time dinner is, telephone/internet protocols, no smoking, no alcohol, guests visiting, curfews, household tasks and bathroom conduct.

• Hosts of under 18 year aged students are responsible for monitoring and controlling

appropriate and reasonable internet usage in the home.

• Offering interest in the cultural background of the student can assist in building a strong

relationship between student and host.

• Respect the students’ need for privacy and allow them space to be alone.

• Adapt a “duty of care” approach towards their homestay student.

• Only provide single room accommodation. A student is not to share a room with another

student or with a member of the family, unless specifically requested through the AHN

product offering or required by the education provider

• Liaise with AHN regarding any concerns or difficulties.

• Notify AHN of any change of circumstances in the household.

• Be responsive to the cultural differences and beliefs of the homestay student by allowing the

student to continue familiar cultural practices without criticism.

• Adhere to guidelines set down by the education provider.

• Adhere to relevant AHN policies including the Host Agreement and Homestay Policy.

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Curfew Details for Under 18s

The below information is indicative of the standard procedures enforced by AHN. We work with education providers to implement their policies and procedures as required.

Sunday to Thursday – no later than 9pm

Friday & Saturday – no later than 11pm

Hosts are required to contact AHN on 1300 MY STAY / 1300 697 829 within 15 minutes of curfew being broken.

• Students are only able to leave homestay from 7am until curfew time.

• Students must adhere to Australian Law in relation to alcohol and cigarettes.

• Any medical emergency needs to be advised to AHN.

Australian After-Hours Doctors – 1300 466 337

Student Guide to the House Rules

STUDENT GUIDE TO THE HOUSE RULES

Including Under 18 and Study Tour Guidelines

Welcome to Australia! We hope you enjoy your stay. Below are guidelines, which will help to

create a happy home for everyone.

Telephone numbers AHN 24 hour = 1300 MYSTAY (1300 697829)

Police/Fire/Ambulance Emergency: 000

Host Name: ___________________________________________

Address: ___________________________________________

Home Phone: ___________________________________________

Mobile: ___________________________________________ Email:

___________________________________________

Write these details down and keep them on you in case of an Emergency

Contacting you in Australia:

• Between you and your family - please use your mobile phone or purchase a prepaid phone card.

• Between you and AHN/Host: You need to advise your email address as soon as you

arrive and your mobile as soon you have set it up.

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Payments for your stay:

• Homestay invoices are sent to you via email and can be viewed in the AHN system.

• If you have forgotten your login details, please reset your password via this link: https://au.homestaynetwork.org/users/forgot_password

• Payment Reference - Please use your GUEST ID as your payment reference so that AHN

can match your payment to your invoice.

Health Issues

• If you are feeling unwell, tell your host, they will advise you where the nearest medical centre is.

• You may have to pay to see the Doctor, however your OHSC may cover some medical costs. Dental and Optical are not covered under your health insurance. You will receive your health care card on Orientation day at your school.

• 13SICK is the number for medical assistance after 6pm at night and before 6am in the

morning.

Privacy

It is important when you are sharing a home to respect each other’s private time and areas.

• When in your room, toilet and bathroom remember to keep the door closed and if there is a lock please use it.

• Knock before you enter a room, especially any private use areas (bedrooms and

bathrooms).

Shoes inside the house

• Ask your host if shoes can be worn in the house.

• Please do not wear high-heel shoes on polished floor boards

• Try to avoid wearing shoes on the carpet.

House Key

Your host will provide you with your own house key when you arrive. If you lose the key you may be charged for the cost of a replacement key. The key is to be returned to your host before you move out. When leaving the house daily, please ensure that you:

• Turn off lights, fans, heating, laptops etc. at the wall or power board switch in your room

• Lock the outside door and close any open windows

Your Room

• In Australia, we sleep in a bed, between the sheets, with blankets on top.

• Ask your host about changing bed sheets and towels.

We ask you to please;

• Keep your room clean and tidy.

• Do not cook, or keep food in your room.

• Do not leave any wet clothing or towels in your room.

• Do not stick anything to the walls. If you wish to hang anything, see your host.

• Ask your homestay family if you need extra blankets if you are cold or a fan if you are hot.

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Noise

• Your host won’t mind you playing music or chatting with your friends via mobile or internet but please try to do this before 10:30pm at night.

• If you need to call your family after this time due to time zone differences, please check if this is ok with your host first.

• Always try to keep the noise level at a point where it doesn't upset other family members

or their sleep.

Internet

• Ask your host how this works in their home. The charge is up to $12.50 per week and is not

included in your prepaid fees. The internet payment is payable directly to your host, this is

the only time you can pay cash to a host.The internet is NOT for downloading music, TV

shows, movies or playing games, this may exceed the limit. The internet is there for study

purposes. The hosts have the right to turn it off at night and back on the next morning at a

time which suits them. You are always welcome to purchase your own data to utilize for

this type of viewing.

Toilet

• Never squat or stand on the toilet seat.

• Never flush anything down the toilet except for toilet paper.

• Don’t use too much toilet paper as it may block or cause the toilet to overflow

• Always wash your hands with soap after using the toilet.

• After use - please wipe down any spills on the toilet

Women/Girls

• All sanitary items such as tampons and pads should never be flushed down the toilet.

• At home, there will be a bin in the toilet or bathroom area or you may need to ask your host mother where to dispose of sanitary items.

• If you are still unsure, wrap the sanitary item in toilet paper and put in a plastic bag and

then put it in the garbage bin outside.

Meals

Students have different meal options with their homestay. Your host or AHN can show you which meal option you have chosen (check your invoice or placement report). If you have chosen to have meals, here is some information below:

• Breakfast, let your host know what you want and you can help yourself – for example - cereal, toast, sandwich, fruit juice, tea or coffee. Australians normally have a cold breakfast.

• Lunch - typically is again cold food such as sandwiches, salads, fruit, muesli bars. But can be noodles or a hot meal. 'Leftovers' is food cooked the night before and put into containers in the fridge that you can then heat up again at your Education Provider.

• Dinner can be hot or cold. Discuss with your host what food you don't like so that this can be considered when they make their family meal. It is normally served early in the evening in Australia, find out from your host what time. It is polite to let your hosts know by 3.00pm if you will not be home for dinner or will be late so that food is not wasted.

When you use the kitchen please make sure that you leave the kitchen clean and tidy. Under 18's

are not allowed to cook on their own and must ask permission before using the kitchen, this is not

allowed in all homestays.

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Water Usage – Water Restrictions

• In Australia water is expensive and its use is restricted.

• Please help us save water by keeping showers to a 5-minute limit and turning off the water whilst you brush your teeth.

• Please do not waste water. Ask your host family about other ways to save water.

Bathroom

• Please only bathe in the bath or shower cubicle so water does not splash onto the bathroom floor.

• When using the bathroom, close the door. There may be a privacy lock on the door, please use it.

• There is usually a bath mat on the floor, stand on that when you get out of the shower so

you do not slip over.

• Hang your towel up to dry after you use it. Check with your host family where you should

hang your wet towel.

• Have a toiletry bag with your own shampoo, soap, tissues etc.

• Leave any wet items in the bathroom or hang out to dry - please do not leave them in your room.

• If you make a mess, please clean it up.

• Please complete all shower activities by 10pm, if for some reason, you need to shower later

please chat to your host.

Personal Hygiene

Remember that Australia can have very warm weather; students should maintain good personal

hygiene by putting on deodorant each morning before dressing.

Lights, Fans and Heating

• Please make sure you turn off all lights when you go to sleep (ask your host for a small wall light if needed).

• Please turn off fans and heating in your bedroom when you are not home.

Laundry

Ask your host family about clothes washing. Your host family may want you to:

• Do your own washing - your host will instruct you on how to put the clothes in the machine and they will add the detergent and operate the machine for you. Once the washing is done they will ask you to hang it on the line. Full loads only please. Only perform 2 washes per week due to water restrictions.

• Some host may ask you to put your laundry items in a basket provided and your host will wash them for you.

• Ask your host if you would like to hang your underwear to dry in a private place.

• Your host will advise you what day you need to change the sheets on your bed. Also when to

change your towels.

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Cleaning

Is part of family life and you can be asked to help with:

• Help with tidying up after meals including washing or drying dishes.

• Keep your own room clean and tidy and make your bed.

• Keep your bathroom clean and tidy - do not leave wet towels and clothes on the floor.

• If you make a mess anywhere in the home please clean it up, if unsure what to use, chat to

your host they will help.

Broken or damaged something in the house?

• Don’t worry, accidents can happen sometimes.

• Please let your host know if something has been broken or damaged.

• AHN students and hosts have some insurance coverage, give AHN a call or email if you have

any questions.

Smoking (not permitted for students under the age of 18 years old)

Do not smoke in the house –

• If you are over 18 and your hosts allows smoking at the house, you can only smoke outside and use the container provided for the butts.

• You cannot smoke inside the host’s home. Please ask if you have any problems or questions.

Friends

• If you wish to have friends visit you at your homestay, please ask your host for permission before you invite your friends over.

• It may not be permitted to have friends visit or sleep over night.

Going Out

• If you are under 18, prior to going out at night you must advise your host where you are going and when you will be home. You need to be home by the curfew set by your Education Provider.

• Students under 18 years of age are not permitted to stay away from the homestay overnight without written permission from their college guardian.

• If you go out with friends at night or on weekends you must find your own way home either

by public transport or taxi. Travel with friends especially at night!

Public Transport

• Download the local transport app on your phone and computer to work out the best and quickest route to travel.

• Ask your host and college about a transport card as this is cheaper than buying a paper

ticket when using public transport. You must carry your valid student ID card to receive a

concession or you may be fined a fee by the Transport department inspector.

Intending to leave Homestay?

You are required to give AHN and your Host family two weeks' notice in writing. Send AHN a message

through the system or email your local office if you wish to give notice.

You are not permitted to enter into a private arrangement with your host.

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AHN Guest Agreement

Welcome, we are Australian Homestay Network Pty Ltd (ACN 124 610 313) (AHN). We operate the Australian Homestay Network, connect Hosts with Guests, and provide Guests, Hosts, and other parties to international student homestay arrangements with world-class administrative and support services.

You (a Guest) have made a great choice to apply for a short-term homestay arrangement with an AHN registered Host (Homestay), an experience uniquely rewarding and enriching for every Guest and Homestay family.

This Guest Agreement governs your relationship with AHN in relation to any Homestay and any supply of Services by AHN. By applying to be a Guest, you agree to be bound by the terms and conditions of this Guest Agreement. If you are an agent acting on behalf of the Guest, you must pass this information on to the Guest.

In this Guest Agreement, when we say:

Eligibility Criteria we mean the Guest eligibility criteria described in clause 1.1;

Fees we mean the fees payable to AHN for the Services as described in clause 4, or as notified by AHN in writing from time to time, and any other costs or charges as agreed or required by law, including GST;

Guest we mean any international student placed with a Host in a Homestay by AHN;

Home we mean the residence of a registered Host in which a Homestay is or may be conducted;

Host we mean any person(s) notified by AHN as a host of the Homestay;

Policies we mean the Website T&Cs, the Homestay Policy, the Refund Policy, and any other policy notified to you by AHN from time to time, all of which form part of this Guest Agreement (but the terms herein will take precedence to the extent of any inconsistency); and

Services we mean the services identified in clause 2 and provided to Guests by AHN in accordance with this Guest Agreement.

1. Eligibility

1.1 A Guest must:

(a) be a legally competent person over 18 years of age or a person under 18 years of age with a

legal guardian in Australia;

(b) if the Guest is under 18 years of age, the Guest must be enrolled as a student at an AHN

affiliated educational institution;

(c) have a valid Visa for entry into Australia and comply with any conditions of that Visa;

(d) have no criminal record and otherwise be a fit and proper person of good reputation;

(e) not be bankrupt; and

(f) be able, on request, to provide evidence of the matters described above and the personal

insurance coverage in accordance with clause 7.

1.2 You must notify AHN immediately if you cease to satisfy the Eligibility Criteria. If at any

time you fail or cease to satisfy the Eligibility

Criteria, AHN reserves the right to reject your application, and/or immediately suspend or terminate this Guest Agreement and any Homestay.

1.3 Applicants will be accepted as Guests by AHN subject to fulfilment of the Eligibility

Criteria, and otherwise at AHN’s sole discretion. AHN may revoke acceptance of a Guest

23

application if the person is in breach of this Guest Agreement, or at the request of that

person or their legal guardian.

1.4 Once your application to be a Guest is accepted by AHN, AHN will deliver the Services.

2. Services

2.1 In exchange for and subject to payment of the Fees, AHN provides Guests with the following services:

(a) Host background checks, resourcing and matching;

(b) airport pick-up booking service (on request);

(c) payment processing and administration;

(d) support, advice, and complaints services, including the 24-Hour Emergency

Assistance phone line (1300 69 7829); and

(e) the Homestay Management System offered via the website at www.homestaynetwork.org/.

2.2 All Homestays are arranged on a case-by-case basis and all Guests are matched with a

suitable Host, based on their profile and preferences, located within 60 minutes’ travel by

public transport from their education provider. If a Guest requests to be matched with a

different Host, further fees will apply.

2.3 In finding a suitable Homestay for each Guest, AHN will consider the following factors:

(a) the Guest’s cultural background, age, gender and personal circumstances as applicable;

(b) the suitability of the Host’s home, including in regard to proximity and transport to the

education institution in which the Guest is enrolled; and (c) any other factor considered

relevant by AHN.

3. Warranties

3.1. AHN warrants to Guests that it will provide the Services with all due care and skill, in compliance with applicable laws.

3.2. Every Guest continuously warrants to AHN that they:

(a) satisfy the Eligibility Criteria;

(b) will use the Services and conduct themselves during a Homestay in a reasonable, respectful,

and responsible manner;

(c) will comply with the Policies and applicable law at all times; and

(d) will not, in connection with a Homestay or the Services, do or omit to do anything in a

manner that is fraudulent, misleading and/or deceptive, negligent, illegal, immoral,

offensive, or reasonably likely to harm or infringe the rights of any person.

4. Fees & Payment

4.1. Guests must pay both a “Matching Fee” and a “Weekly Fee” (together, the Guest Fees), in the amounts notified by AHN to the Guest in writing from time to time. The Weekly Fees are collected by AHN on behalf of the Host and will be remitted to the Host in accordance with the AHN Host Agreement, less fees payable to AHN.

4.2. The Guest Fees must be paid by credit card, PayPal or electronic funds transfer to AHN’s nominated bank account, or by any other means directed by AHN, by the due date(s) notified by AHN to the Guest in writing. Guests must not pay any part of the Fees directly to Hosts or any other party in respect of the Homestay.

4.3. The non-refundable Matching Fee must be paid to AHN before AHN can begin the Guest/Homestay matching process. Guests are also required to make an initial payment usually in the amount of 4 x the notified Weekly Fee (Initial Payment) before being matched with a Host.

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The Initial Payment is non-refundable once a Homestay has commenced but will be credited against the Weekly Fee payable for the first 4 weeks. If a Guest cancels the Homestay before commencement, the Initial Payment will be fully or partially refunded in accordance with the AHN Refund Policy, which can be viewed here https://au.homestaynetwork.org/policies/ahnref01. The Weekly Fee is to be paid in advance on a fortnightly or monthly basis after the first 4 weeks of the Homestay (if the Homestay is longer than 4 weeks).

4.4. Subject to clause 4.3 and to the minimum notice periods under clause 9, on termination of a Homestay, Weekly Fees that have been paid in advance will be refunded in accordance with the AHN Refund Policy. After the first 2 weeks in homestay, if the Guest terminates without sufficient notice (see clause 9), the Guest will be liable to AHN for up to 2 x the Weekly Fee and for any other costs or expenses reasonably incurred by AHN in connection with the termination.

4.5. AHN may apply an overdue fee of $15 to guest invoices that are not paid by the due date. AHN will not be liable to the Host or any other person for the amount of any unpaid Guest Fees owing to them.

5. Confidentiality & Privacy

5.1. Guests and AHN agree to keep confidential the terms of this Guest Agreement and any information or material received in connection with this Guest Agreement or a Homestay and marked, or reasonably presumed to be, confidential (Confidential Information).

5.2. Guests and AHN agree that they will not disclose any Confidential Information to any third party unless or until it:

(a) is or becomes publicly known through no wrongful act of the receiving party;

(b) is received from a third party (other than from or on behalf of a Guest, Host or AHN) without

restriction and without breach of any confidentiality obligation to the other party;

(c) is independently developed by the receiving party; or

(d) is required by law to be disclosed (provided that the other party is given advance notice of,

and an opportunity to, contest any such requirement).

5.3. AHN will always handle your personal information and the personal information of Hosts

in accordance with its Privacy Policy, accessible at

https://au.homestaynetwork.org/policies/privacy.

5.4. Any personal information of a Host received by you in connection with a Homestay is

Confidential Information for the purposes of clause 5.2. Without limiting clause 5.2, you

warrant and agree that you will:

(a) keep Hosts’ personal information private and confidential;

(b) only use Hosts’ personal information for the purpose for which it was provided to you or

otherwise with the consent of the Host; and

(c) will not disclose Hosts’ personal information to any person except with the Hosts’ consent.

6. Guest Conduct

Guests must read and abide by the Homestay Policy which can be accessed here https://au.homestaynetwork.org/policies/homestay-policy. Any Guest who fails to comply with the Homestay Policy may have their Homestay terminated in accordance with clause 9.

7. Insurance

7.1. AHN requires that all Hosts maintain minimum satisfactory insurance coverage in respect of the Homestay. The Host’s insurance will cover a Guest in many circumstances for loss, damage, or injury incurred inside the Home, but this cannot be relied on as the Guest’s sole insurance coverage.

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7.2. The Guest acknowledges that it is the sole responsibility of the Guest to obtain his or her own personal insurance for all other purposes, including compliance with minimum insurance requirements at law or as a condition of the Guest’s Visa, and that the Host’s Homestay Insurance does not cover the Guest outside the Homestay placement.

8. Liability

8.1. To the maximum extent permitted by law, AHN excludes all warranties not expressly provided in this Guest Agreement and all liability for any loss (including consequential or indirect loss), cost, damage, or claim, however and whenever arising (including due to the act or omission of a Guest or Host), suffered by any person in connection with the Services, a Homestay, or this Guest Agreement.

8.2. Nothing in this Guest Agreement is intended to exclude any consumer guarantee under the Australian Consumer Law, or term otherwise implied by law, which cannot be excluded. Guests agree that, to the maximum extent permitted by law, any liability of AHN in connection with such a guarantee or implied term and in respect of any particular supply of Services is limited (at AHN’s election) to either resupplying those Services or paying the cost of having those Services resupplied.

8.3. AHN is not the Guardian of any Guest under the age of 18 and does not take responsibility for the actions nor the care of any such student under this Guest Agreement.

8.4. Subject to clauses 8.1 and 8.3, to the extent that AHN otherwise has any liability for any loss, cost, damage, or claim arising in connection with the Services, a Homestay, or this Guest Agreement (including for negligence), AHN’s liability is limited in aggregate to Fees paid or payable in the 12 months immediately preceding the date on which the cause of action accrued.

8.5. Guests continually indemnify AHN from and against any loss, cost, damage, or claim (including third party claims) suffered or incurred by AHN in connection with a Guest’s breach of this Guest Agreement, except to the extent that any such loss, cost, damage, or claim is caused by a negligent act or omission of AHN.

9. Termination

9.1. Guests (or the agent or Guardian of a Guest) may terminate a Homestay immediately on notice to AHN at any time if the Host has committed a theft, damaged property, caused an injury, or engaged in violent or threatening behaviour (or any other behaviour which reasonably makes the Guest feel unsafe) in connection with the Homestay. In such circumstances, AHN will take all reasonable steps to relocate the Guest to another Homestay, if required.

9.2. Guests (or the agent or Guardian of a Guest) may (after the first 2 weeks of the Homestay) request to terminate the Homestay without having to give a reason by providing 2 weeks’ written notice to AHN and their Host. Guests who are under 18 require approval from their Guardian before giving notice of termination. On receipt of such a termination request, AHN will update its systems to record that the Homestay will be terminated effective from the expiration of the notice period (being no earlier than 4 weeks from the commencement of the Homestay). Weekly Fees are payable up to the date of termination.

9.3. A Guest may otherwise notify AHN of any complaint regarding a Host or Homestay at any time, and AHN will use commercially reasonable endeavours to resolve, or assist the Guest to resolve, the complaint.

9.4. AHN may terminate a Homestay (before or after commencement) immediately on notice to a Guest if: a Guest fails or ceases to satisfy the Eligibility Criteria; the Home ceases to meet the requirements identified by AHN under clause 2.3; or AHN otherwise determines in its sole discretion that it is appropriate to terminate the Homestay immediately in response to a request from a Host or related party.

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9.5. Guests acknowledge that a Host may otherwise terminate a Homestay immediately on similar grounds to those outlined at clause 9.1, and otherwise at any time after the first 4 weeks of the Homestay on 2 weeks’ written notice to AHN.

10. General

10.1. No employment: Nothing in this Guest Agreement creates a relationship of joint venture, agency, partnership or employment between any of the parties.

10.2. Assignment: Guests cannot assign, transfer, or dispose of their rights or obligations under this Guest Agreement without the prior written consent of AHN.

10.3. Variation: AHN may vary or update this Guest Agreement at any time, but we will take reasonable steps to notify you of any changes.

10.4. Notices: Any notice or demand to be given or made under this Guest Agreement must be in writing and delivered to that party’s nominated address by post, fax, or email (as applicable). Notice is effective on receipt by the addressee.

10.5. Governing law: This Guest Agreement is governed by the laws of Queensland and the parties irrevocably submit to the jurisdiction of the Courts there.

10.6. Entire agreement: This Guest Agreement contains the entire agreement between the parties, and supersedes and replaces any prior representations, negotiations, or agreements in respect of its subject matter.

10.7. Waiver: Any waiver of a right or remedy under this Guest Agreement will only be valid if the waiver is given in writing and signed by the party giving the waiver.

10.8. Severance: If any provision of this Guest Agreement is unenforceable, then that provision (or relevant part) may be severed without affecting the enforceability of any other provision.

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Selection Criteria for the Recruitment of Homestay Hosts Document Outline

This document is for use by AHN when dealing with new host applicants. It outlines the standards that all hosts will need to meet in order to be acceptable to the AHN community. It should be used as a guide during initial contact with new applicants and referred to when conducting their home inspection.

Selection Criteria for Recruitment of Homestay Hosts

The goal of AHN is to recruit hosts who can achieve excellent performance for students using the AHN system. Customer satisfaction can be achieved if hosts understand their duty of care and receive support and training on an ongoing basis. Hosting for the right reasons is paramount. Hosts must be financially stable and have time to spend with the student and be willing to include their students in their home/family activities.

Selection Process

The chronological sequence of host selection allows a supervisor to make an informed decision based on how well the prospective host deals with each stage of their application and their ability to communicate with the supervisor throughout this process. The supervisor should pay particular attention to the tone and quality of their initial communication, how well they proceed with the training and orientation and, finally, the result of their home interview.

Hosts must offer:

• Good quality accommodation in a stable environment

• Clean and tidy home with fire alarm installed

• Private bedroom with access internally and part of the family home

• Access to the home if security system installed

• Lockable doors to bedroom, bathroom and toilet

• A good quality bed and bedding

• Study desk with comfortable chair and lighting

• Wardrobe free of family belongings

• Drawer space (can be incorporated within the wardrobe)

• Heater or fan (depending on climate/season)

• Bathroom and toilet facilities close to the bedroom

• Laundry facilities

• Access to telephone

• Access to internet facilities

• No intimidating pets Hosts must display:

• Positive, honest, flexible, open-minded attitude towards the homestay situation

• Willingness to communicate with the student

• Positive, tolerant attitude towards other cultures

• Interest and good motivational skills (e.g. do they sound excited at the prospect of Hosting?)

• Knowledge of specific needs of international students (e.g. prior experience and/or a

willingness to train)

• Ability to facilitate students’ needs (e.g. emotional, behavioural, cultural) • Ability to

manage conflict

• Ability to introduce appropriate boundaries depending on students’ age and maturity

• Stability and strength (e.g. financial, social, emotional etc.)

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• Willingness of other members residing in the home to accept the student

• Ability to speak English in a clear and concise manner

What is Duty of Care?

The AHN community has a duty of care to all international students. There are four key factors outlined below:

Duty of care exists when a stakeholder’s action, or failure to act, could reasonably be expected to affect another stakeholder. Duty of care then means being in a position where someone else is likely to be affected by what you do or do not do and where it is reasonably predictable that the other person might suffer some harm

Standard of care is the ‘reasonable’ standard expected. A reasonable standard does not mean perfection but will vary considerably depending on who you are and the circumstances

A breach of duty of care is the failure to meet the relevant standard of care which might happen through the failure to do something that should have been done. This does not mean that every mistake constitutes a breach of duty of care. This will depend on whether or not the mistake was reasonable in the circumstances.

Harm or loss or injury in a negligence action must be demonstrated to have been caused either directly or indirectly by the breach of duty of care. It must be able to be shown that were it not for the other person’s carelessness the damage would not have occurred. It must also be shown that the harm was reasonably foreseeable in the circumstances.

Warning Signs

• excessive focus on financial gain as motivation for Hosting

• mannerisms which may be interpreted by staff as threatening or have potential to make

students feel uncomfortable

• houses designed to be boarding houses

• the presence of many other homestay students

• apparent lack of cultural sensitivity or flexibility (e.g. unwillingness to

• provide Asian students with rice meals or permit students to practice religious rituals at home

etc.)

• household arrangements not conducive to according adequate privacy for student (e.g. shared

sleeping arrangements)

• Unstable environment that differs from the host profile or information provided by the host

AHN representatives must be aware of discrimination legislation. Racial discrimination abounds in the Homestay industry because the majority of Homestay students wish to live with what they perceive as a ‘typical’ native Australian family. Race is not sufficient grounds to reject an applicant as a host.

While the supervisor must avoid discrimination, if a potential host, regardless of race, does not meet the selection criteria set by the supervisor then the supervisor must refuse them. For example: homestay students expect to stay with an English speaking family to improve their English language capabilities. If a high level of English is an established criterion for placing students and a household does not meet the criterion, the household can be refused as a host. If the supervisor chooses to reject potential hosts based on this criterion (or any other), the code of conduct and program policies should clearly reflect this position to protect the supervisor and the AHN community legally.

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It is at AHN’s discretion whether or not the host should be informed of the reasons they are being rejected. For example, if requirements are currently lacking that may be met in the future a supervisor may wish to alert the host of what is needed; however, if a host is completely unsuitable (e.g. hosting as primary income, prior exclusion from network) the supervisor may choose to simply inform the prospective host of their unsuitability without elaboration. If the host chooses to challenge this they may be informed of the Grievance Management Policy and lodge a written request to appeal the decision. Please note that as part of the grievance proceedings applicants do have a legal right to view information collected regarding them: as such host files should be objective and not overly explicit in listing reasons for host unsuitability.

Note:

More information can be found on the following website: Discrimination Act 1991 (ACT) as at http://www.legislation.act.gov.au/a/1991-81/default.asp

Monitoring Hosts

The objective of monitoring hosts ensures that continued performance is identified and measured against the criterion in place. Support can be offered where the need is identified to better protect both the host and the supervisor. Monitoring should take place once in each six month period.

Home Inspection

Accommodation must be inspected prior to a student being placed according to the appropriate check list (above). A host should be advised if they have failed to supply any part of the requirements and re-checked when requirements are complete.

Obtaining and Maintaining Valid Clearances

Hosts must list all residents in their profile and immediately notify AHN of any changes. All Hosts and

permanent residents over the age of 18 must have a valid police clearance (to host Over 18's) or

Working with Children Check (to host Under 18's).

Details of State and/or Territory requirements are available at this link:

https://aifs.gov.au/cfca/publications/pre-employment-screening-working-children-checksand-police-

checks/part-overview

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AHN Host Agreement Welcome to the Australian Homestay Network. We are Australian Homestay Network Pty Ltd (ACN 124 610 313) (AHN). We operate the Network, connect Hosts with Guests, and provide Hosts, Guests, and other parties to international student homestay arrangements with world-class administrative and support services.

You have made a great choice to apply to host an international student on a short-term homestay arrangement (Homestay), an experience we know to be uniquely rewarding and enriching for every member of the Homestay family.

This Host Agreement governs your relationship with AHN in relation to every Homestay and any supply of Services to Hosts by AHN. By applying to be a Host, you agree to be bound by the terms and conditions of this Host Agreement. It is your responsibility to ensure that any person who may be a Host in connection with your Home receives adequate and timely notice of the terms and conditions of this Host Agreement and their obligations under it.

In this Host Agreement, when we say:

Eligibility Criteria we mean the Host eligibility criteria described at clause 1.1;

Fees we mean the fees payable to AHN for the Services as notified by AHN in writing from time to time, and any other costs or charges as agreed or required by law, including GST; Guest we mean any international student placed with you in a Homestay by AHN;

Home we mean the residential address and premises identified on your application form or otherwise as notified to AHN from time to time in which a Homestay is or may be conducted;

Host we mean you and any other applicant named on your application form and registered by AHN as a Host, as well as any other person over the age of 18 years residing in your Home during a Homestay (excluding Guests);

Policies we mean the Website T&Cs, the Homestay Policy, the Refund Policy, and any other policy notified to you by AHN from time to time, all of which form part of this Host Agreement (but the terms herein will take precedence to the extent of any inconsistency); and

Services we mean the services identified in clause 2.1 and provided to Hosts by AHN in accordance with this Host Agreement.

2 Eligibility & Registration

2.1 All Hosts must:

(a) be a legally competent person over 18 years of age (not subject to Guardianship or

Administration);

(b) be a Citizen or Permanent Resident of Australia;

(c) have no criminal record and otherwise be a fit and proper person of good reputation;

(d) not be bankrupt; and

(e) be covered under a satisfactory insurance policy in accordance with clause 5.4(c).

(f) Adhere to any and all policies and procedures as outlined in the Homestay Agreement

2.2 You must notify AHN immediately if you or any other Host ceases to satisfy the Eligibility

Criteria. If at any time you or any other applicant or Host fail or cease to satisfy the Eligibility Criteria, AHN reserves the right to reject your application, cancel your registration as Hosts, and immediately suspend or terminate this Host Agreement and any Homestay.

2.3 Applicants will be accepted and registered as Hosts by AHN subject to fulfilment of the

Eligibility Criteria, and otherwise at AHN’s sole discretion. AHN may cancel a person’s

registration as a Host if they are in breach of this Host Agreement, or at the request of

that person

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3 Services

3.1 In exchange for and subject to payment of the Fees, AHN provides Hosts with the following services:

(a) Guest selection, recommendation and placement;

(b) guest payment processing and administration;

(c) insurance administration and claims assistance;

(d) support, advice, and complaints services; and

(e) the Homestay Management System offered via the website at www.homestaynetwork.org/.

3.2 AHN may from time to time offer the Host the opportunity to host a Guest in a Homestay.

However, all Homestays are arranged on a case-by-case basis and may be subject to

acceptance and approval by the Guest or Education Provider. AHN does not warrant or

guarantee that Hosts will be provided with the opportunity to participate in a Homestay,

or Homestays of any minimum number, frequency, or duration.

3.3 In arranging a Homestay, AHN will consider the following factors:

(a) the Home must be owned by a Host, or leased by a Host (provided that the Host has given

AHN written proof of lease covering the period of the Homestay and consent from the

landlord to the Homestay);

(b) the host must be a permanent resident of the home

(c) the Home must be in good condition and well maintained;

(d) the Home must be of a sufficient size, with a spare room for the Guest (which must have a

door);

(e) the Home must be close to public transport and/or the educational institution in which the

Guest is enrolled; and

(f) any other factor that AHN considers relevant.

4 Warranties

4.1 AHN warrants to Hosts that it will provide the Services with all due care and skill, in compliance with applicable laws.

4.2 Every Host continuously warrants to AHN that they:

(a) satisfy the Eligibility Criteria;

(b) will use the Services and conduct themselves during a Homestay in a reasonable, respectful,

and responsible manner;

(c) will comply with the Policies and applicable law at all times; and

(d) will not, in connection with a Homestay or the Services, do or omit to do anything in a

manner that is fraudulent, misleading and/or deceptive, negligent, illegal, immoral,

offensive, or reasonably likely to harm or infringe the rights of any person.

5 Fees & Payment

5.1 The Fees must be paid to AHN. Hosts must not collect any fees or payments directly from Guests or any other party in respect of the Homestay.

5.2 AHN receives payment from the Guest for the Homestay (Guest Payment) on behalf of the Host, and will deduct the Fees from any Guest Payment before remitting the remainder amount to the Host’s nominated bank account via electronic funds transfer within a reasonable time (Host Payment).

5.3 Hosts will be paid the Host Payment for the first 14 days of the Homestay on the first scheduled payment day after the commencement of the Homestay. Provided that the

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Guest has made the Guest Payment, AHN will generally transfer the Host Payment to Hosts on a fortnightly basis thereafter,

5.4 Where a Guest fails to pay the Guest Payment AHN will not be liable for any unpaid Guest Payment or Host Payment.

5.5 If a Host terminates a Homestay at any time, the Host remains liable for payment in full of the Fees and for any refund or penalty payable by AHN to the Guest or any third party in accordance with AHN’s Refund Policy, though AHN may waive this obligation at its sole discretion.

6 Confidentiality & Privacy

6.1 Hosts and AHN agree to keep confidential the terms of this Host Agreement and any information or material received in connection with this Host Agreement or a Homestay and marked, or reasonably presumed to be, confidential (Confidential Information).

6.2 Both Hosts and AHN agree that they will not disclose any Confidential Information to any third party unless or until it:

(a) is or becomes publicly known through no wrongful act of the receiving party;

(b) is received from a third party (other than from or on behalf of a Guest, Host or AHN) without

restriction and without breach of any confidentiality obligation to the other party;

(c) is independently developed by the receiving party; or

(d) is required by law to be disclosed (provided that the other party is given advance notice of,

and an opportunity to, contest any such requirement).

6.3 AHN will always handle your personal information and the personal information of Guests

in accordance with its Privacy Policy, accessible at

https://au.homestaynetwork.org/policies/privacy.

6.4 Any personal information of a Guest received by you in connection with a Homestay is

Confidential Information for the purposes of clause 5.2. Without limiting clause 5.2, you

warrant and agree that you will:

(a) keep Guests’ personal information private and confidential;

(b) only use Guests’ personal information for the purpose to which it was provided to you or

otherwise with the consent of the Guest; and

(c) will not disclose Guests’ personal information to any person except with the Guests’ consent.

7 Insurance

7.1 “Satisfactory insurance” for the purposes of the Eligibility Criteria means an insurance policy recommended and approved by AHN, or an insurance policy of equivalent coverage as assessed by AHN or AHN’s approved insurance broker.

7.2 Hosts will automatically be covered under the AHN arranged insurance policy by default and will pay for this cover through a deduction from their host payment of 50c per student/per night.

More information on insurance, including the claims process, can be found here homestaynetwork.org/about/homestay-insurance/

8 Liability

8.1 All Hosts in your Home are jointly and severally liable for a breach of this Host Agreement by any of them.

8.2 To the maximum extent permitted by law, AHN excludes all warranties not expressly provided in this Host Agreement and all liability for any loss (including consequential or indirect loss), cost, damage, or claim, however and whenever arising (including due to the act or omission of a Guest or Host), suffered by any person in connection with the Services, a Homestay, or this Host Agreement.

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8.3 Nothing in this Host Agreement is intended to exclude any consumer guarantee under the Australian Consumer Law, or term otherwise implied by law, which cannot be excluded. Hosts agree that, to the maximum extent permitted by law, any liability of AHN in connection with such a guarantee or implied term and in respect of any particular supply of Services is limited (at AHN’s election) to either resupplying those Services or paying the cost of having those Services resupplied.

8.4 Subject to clauses 7.1 and 7.2, to the extent that AHN otherwise has any liability for any loss, cost, damage, or claim arising in connection with the Services, a Homestay, or this Host Agreement (including for negligence), AHN’s liability is limited in aggregate to Fees paid or payable in the 12 months immediately preceding the date on which the cause of action accrued.

8.5 Hosts continually indemnify AHN from and against any loss, cost, damage, or claim (including third party claims) suffered or incurred by AHN in connection with a Host’s breach of this Host Agreement, except to the extent that any such loss, cost, damage, or claim is caused by a negligent act or omission of AHN.

9 Termination

9.1 A Host may terminate a Homestay (before or after commencement) immediately on notice to AHN if the Guest has committed a theft, damaged property, caused an injury, or engaged in violent or threatening behaviour (or any other behaviour which makes any person in the Home feel unsafe) in connection with the Homestay. In such circumstances, AHN will (or will assist the Host to) take all reasonable steps to remove the Guest from the Home, if required.

9.2 A Host may otherwise terminate a Homestay at any time after the first 4 weeks of the Homestay on 2 weeks’ written notice to AHN.

9.3 AHN may terminate a Homestay (before or after commencement) immediately on notice to a Host if: a Host fails to satisfy the Eligibility Criteria; the Home ceases to meet the requirements identified by AHN under clause 2.3; or AHN otherwise determines in its sole discretion that it is appropriate to terminate the Homestay immediately in response to a request from a Guest or related party.

9.4 Hosts acknowledge and agree that Guests may, after the first 2 weeks of the Homestay, request to terminate a Homestay without having to show cause or reason on 2 weeks’ written notice. AHN will inform the Host within a reasonable time of receiving any such request from or on behalf of a Guest, and the Homestay will be terminated effective from the expiration of the notice period.

9.5 A Host may otherwise notify AHN of any complaint regarding a Guest or Homestay at any time, and AHN will use commercially reasonable endeavours to resolve, or assist the Host to resolve, the complaint.

10 General

10.1 No employment: Nothing in this Host Agreement creates a relationship of joint venture, agency, partnership or employment between any of the parties.

10.2 Assignment: Hosts cannot assign, transfer, or dispose of their rights or obligations under this Host Agreement without the prior written consent of AHN.

10.3 Variation: AHN may vary or update this Host Agreement at any time, but we will take reasonable steps to notify you of any changes.

10.4 Notices: Any notice or demand to be given or made under this Host Agreement must be in writing and delivered to that party’s nominated address by post, fax, or email (as applicable). Notice is effective on receipt by the addressee.

10.5 Governing law: This Host Agreement is governed by the laws of Queensland and the parties irrevocably submit to the jurisdiction of the Courts there.

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10.6 Entire agreement: This Host Agreement contains the entire agreement between the parties, and supersedes and replaces any prior representations, negotiations, or agreements in respect of its subject matter.

10.7 Waiver: Any waiver of a right or remedy under this Host Agreement will only be valid if the waiver is given in writing and signed by the party giving the waiver.

10.8 Severance: If any provision of this Host Agreement is unenforceable, then that provision (or relevant part) may be severed without affecting the enforceability of any other provision.

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AHN Complaint Handling Policy

Document Overview

This document outlines the AHN policy on complaints and the procedures to be followed if a student or host cannot reach a resolution between themselves, should a problem in homestay occur. AHN’s response to complaints between a student and host will be based on a fair and efficient resolution, and at the first available opportunity. Please note the procedure below may vary slightly, depending on whether the complaint is raised by a student, host or school.

Background information:

AHN should ensure all students and hosts have contact details for their local office should they have concerns or complaints about any aspect of their homestay placement.

When investigating a complaint, the number of people who know of the matter should be kept to a minimum. Only those directly involved e.g. student, host and an AHN staff member should be informed in the first instance. Every person who becomes aware of the alleged complaint has a duty to maintain confidentiality and should be made aware of this.

Complaints and their investigation should be carried out in good faith. Students and hosts involved in a complaint should not be motivated by malice or ill will. The AHN staff member investigating the complaint should be fair and thorough, limiting his or her investigation to matters of relevance to the complaint and adhering to the confidentiality principle, while acting in good faith.

There are at least two perspectives to a complaint and the opportunity to present both needs to be provided. This needs to be done without prejudging, forming conclusions without all the facts, or predetermining any outcomes.

Support

At all stages of the complaint process the student or host are entitled to have a support person present. A student may prefer an interpreter or friend whose English is at a higher level than their own. The support person is not an advocate and should not advocate on behalf of the student. Similarly, if a host is more comfortable with a support person then this must be allowed.

Documentation

Confidential records will be kept of all conversations, telephone calls and meetings, and will be used if the complaint becomes formal. Notes will be documented in the files of both hosts and students on the AHN system. Notes should include the following:

• Who was present

• When the meeting took place • What was discussed

• The outcomes of the meeting

• The actions taken

Methods of Resolution:

Informal:

The preferred method of complaint resolution is informal, where appropriate. Informal complaint resolution processes can be effective. They are voluntary, confidential, are conducted with goodwill, involve the minimal number of people and allow the parties to explore options and make their own decisions about how to resolve a complaint rather than having a ‘third party’ making and enforcing a decision.

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Informal processes are not about blaming or finding fault; they are about attempting to resolve the complaint. In many instances informality encourages both student and host to be more honest and to feel that they do not have to defend or justify themselves as they would have to in a more formal investigation process.

An AHN staff member will assist in solving a problem when it is bought to the attention of the local office. If satisfaction is not reached after discussion with the staff member, the problem can be escalated to the AHN State Manager and then the AHN CEO.

Formal:

Where informal resolution does not satisfy the student or host and the grounds and context of the complaint require further investigation, a formal process will be instigated if this is what the complainant requests. Upon request AHN staff will provide a Complaint Report Form for the complainant to complete and return to AHN for further investigation.

AHN take any complaints regarding harassment, bullying or discrimination very seriously.

Definitions

Harassment may be sexual in nature or based on gender, race, disability or sexual preference. It includes behaviour that intimidates, offends, degrades or humiliates.

Discrimination occurs when a person is treated less favourably than another person because of certain attributes (direct discrimination), or when a requirement that is the same for everyone has an unfair effect on some people because of an attribute, such as race, gender or disability (indirect discrimination).

Bullying behaviour is described as the repeated less favourable treatment of a person by another or others, which may be considered unreasonable an humiliates.

Procedure:

1. Record as much information as possible, including:

• Who the allegations are against

• What the alleged behaviour is

• When the alleged behaviour occurred

• Where it occurred

• How the parties both felt and how it affected them

• How the parties wants to proceed with the complaint

• What each party wants as an outcome of the complaint process and how this might be

achieved

• Check if there is an immediate need to make interim changes to reduce the continuing impact

of the situation, e.g. the re-allocation of the student.

2. Discuss the complaint with a fair, non-judgemental attitude.

3. Assist the student or host to evaluate their options and choose a strategy for addressing the issue.

4. Ensure record of the information in 1) is obtained from the corresponding party.

5. Attempt to resolve the complaint with the parties concerned.

6. Clarify appropriate standards of behaviour.

7. Escalate if necessary.

AHN will ensure that a complaint is dealt with as quickly as possible.

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It is important that, whatever the outcome, both the student and host understand what the outcome is, how it was reached and what is expected of them.

The outcomes should include:

• A guarantee that any offending behaviour will stop

• An assurance that reprisals for making the complaint, or retribution for having offended, will

not be tolerated

• An agreed path forward, which takes into account the specific needs and feelings of each

individual involved

• A procedure for monitoring the situation so that each individual will feel supported and

protected

Appeals

Students or hosts should request the assistance of the AHN State Manager or the AHN CEO if no resolution is able to be reached. Full written justification of the appeal will need to be provided.

Where the student or host remain dissatisfied with the outcome of an appeal process or a grievance process, the student or host may lodge a complaint with:

• The Justice Department

• The Ombudsman in each State

AHN Homestay After Hours Procedures

As part of our homestay package, Australian Homestay Network offers an afterhours service to all our hosts and students. All calls are directed to our 24/7 call centre, where staff are fully trained to deal with issues that occur in homestay. If the call needs to be escalated, call centre staff will contact the appropriate AHN staff member.

Scripts, protocols and escalation procedures can be negotiated to suit each education provider, based on their welfare regulations. Services our call centre are trained to manage include:

24/7 helpdesk

Providing AHN members with service centre support, providing basic AHN information as agreed upon by education providers and AHN. Assisting with calls for AHN staff, connecting student to AHN staff, or taking call-back details where AHN staff are not available.

Airport pick-up support

Students can call the helpline for assistance when they arrive into Australia. If they have not already arranged airport pick up, they are referred/escalated to AHN. If airport pick-up has been booked, then call center staff can advise on the meeting point (differs for different airports) and in cases where the driver is unable to find a student.

Medical assistance

AHN members may call the service centre 24/7 where a registered nurse provides initial triage - they sort, counsel and advise the member using a structured protocol and direct the member to the most appropriate level of care needed for their condition. Where in the opinion of the medical team the member requires further medical attention, the user will be referred to their nearest medical facility in their area.

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Emergency legal advice

Members may find they need emergency legal advice. The service team will connect the member to a rostered emergency legal adviser who will provide free telephone advice.

Interpreter Service

Members have access to an interpreter if a situation arises where the member may need assistance in their native language. Members can call the service centre where they will be conferenced with an interpreter of their choice to assist them with the matter in hand. Interpreters are available 24/7 in over 150 languages.

Stress and Trauma Counselling

Members can call the contact center where they will be connected to a qualified counselor to discuss their issues. This service is offered to AHN personnel in addition to AHN members.

Insurance

Students can be referred to the relevant health insurer for any questions about their cover or claims. Includes AHM, OSHC Worldcare, Bupa, Medibank Private and Westfund.

Some common scenarios and actions for under and over 18 students are as follows:

Host calls to advise student has not returned home by curfew:

Under 18: AHN staff will contact the student to advise they are to return home immediately. AHN will contact the school immediately to report the curfew breach /current situation. AHN will stay in contact with the host and student until the student is home. If Student cannot be contacted after several attempts AHN will escalate the situation to the school for further follow up

Over 18: Advise hosts it is normal for O18 students to be late home occasionally, they don’t have a curfew. Recommend trying to contact the student on their mobile.

Student calls to request a transfer:

Over & Under 18: Our call centre staff will advise the student this is not an emergency, record all details and email them to local AHN office for follow up during business hours, tell the student they need to put their request in writing and follow up during business hours.

Host calls to report the student is sick and can’t go to school:

Over & Under 18: Record all details of the student, establish how sick the student is with the host and advise either monitoring their health, calling 13SICK or suggest taking them to the hospital. Advise host to contact the school in the morning to report that they will be absent.

Host reports student has been taken to hospital:

Over & Under 18: Record all details of the student, their condition and the hospital they are in and report to the school immediately.

Host calls to report the student has damaged something in the home:

Over & Under 18: Advise host that this isn’t an emergency, record details of the damage and email through to the local office for follow up during business hours. Advise host that they can obtain a claim form from the insurance page on our website if they wish to start the claims process.

Student asks hosts permission to stay overnight at a friend’s house:

Under 18: Student will not be permitted to stay overnight unless prior approval has been given by the Education Provider.

Over 18: Advise hosts that it is fine for an O18 student to stay at a friend’s house overnight and suggest they use normal discretion in making sure they can contact the student if needed and know when to expect them home. Hosts should contact AHN if there are any concerns.

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Host has an emergency and cannot be home to care for student overnight:

Under 18: Advise host they must organise someone with a WWCC to stay with the student overnight. Record details of the carer and ensure appropriate WWCC paperwork is received. If this cannot be done, AHN will organise for a transfer to another approved host until the host returns.

Over 18: Advise hosts they need to contact the student to let them know they will not be home. Ensure dinner is prepared and left in the fridge or instructions and grocery items are provided to cook for themselves.

Emergency and Critical Incident Policy

Document Overview

This document sets out the definition and procedures for Australian Homestay Network (AHN), 24/7 provider, AHN Account Managers, staff and consultants to follow in the event of a critical incident involving a student or students placed in Homestay by AHN.

The role of AHN with regard to critical incident management is to provide support to aid education providers and homestay hosts in compliance matters.

Emergencies and critical incidents can vary significantly in impact and duration. Some will be discrete and short in duration others may be protracted and last for days or weeks.

Effective emergency management involves coordinated actions based on line management principles and designated responsibilities.

This will:

• reduce the likelihood of emergencies and critical incidents;

• minimise the impact on students, staff and hosts; and

• facilitate the return of the placement to normal operations as soon as possible

Management of emergencies and critical incidents will involve consideration of:

• Prevention and mitigation of;

• preparedness for;

• response to;

Emergency & Critical Incident Policy

Critical Incident Communincation

Plan

Critical Incident Reports

Employee Assistance Program

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• recovery from; and

• review of emergencies and critical incidents.

AHN takes responsibility for the management of emergencies and critical incidents. The intention is to

minimise trauma and distress to students and hosts and damage to property and to ensure the relevant

stakeholders are informed and involved in the management of critical incidents.

1. Definition

The clinical definition of an “Emergency” is defined as a serious, unexpected, and often dangerous situation requiring immediate action. The event is disruptive to the placement and requires intervention, but does not classify as a “Critical Incident”.

Some examples of emergencies to which the AHN community may have to respond include:

• Threat of damage to property

• Threat or potential harm to person/s

• Possibility of a flight risk (Under 18+)

• Accusations of Theft

• Depression or anxiety

The clinical definition of a “critical incident” is defined as an event that causes individuals to experience a strong emotional reaction that interferes with their usual coping skills. The event has a level of trauma that is beyond the normal every day experiences of those affected.

Those affected can be the student/s or staff assisting the student/s, the student/s family and friends and their host.

Some examples of critical incidents to which the AHN community may have to respond include:

• death of a student or close family member

• attempted suicide

• life threatening injury or illness

• child abuse

• physical violence including:

o serious emotional or psychological harm o serious neglect of a child

• mental health crisis

• drug or alcohol overdose

• contacting students in case of family emergency

2. Accountability

With reference to the National Code, as AHN is providing a management tool for education providers which are required to have in place a critical incident management policy, as per Standard 6.4 of the National Code, our role is one of a communication conduit.

It is the responsibility of the education provider to determine the appropriate course of action for each critical incident as per their own critical incident management plan.

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The following displays the usual levels of “Duty of Care” over all students whilst in country on a student

visa:

3. Notification

In cases of critical incident, the “Emergency and Critical Incident Procedure” must be engaged.

The following communication flow is to be used as a guide for appropriate communication channels:

Critical Incidents must be escalated to an AHN National staff member either directly or through the AHN

Territory Manager where the incident has occurred, without exception.

The Education Provider is legally responsible for all of their students’ welfare

A guardianship service may hold Duty of Care if arranged by the welfare holder

The Agent has a duty assist in managing their students’ welfare

The Students Family have limited abilities while their child is in Country

1 .Education Provider

3 .Guardinship Services

2 .Agent

4 .Student Family (Home

Country)

Student involved in Emergency/Critical

Incident

Host, 24/7 advises first reponder

First responder confirms AHN placement and

notifies AHN Territory manager

AHN Territory manager advises stakeholders,

awaits insturction from Duty of Care Holder

AHN State Manager completes Critical Incident

Initial Report and notifies AHN National

Manager

AHN National Manager contacts AHN CEO as

needed

AHN CEO will liasie with stakeholders and advise of

further action

Critical Incident Report/Debrief

Enact Employee Assistance if required

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4. Intervention

It is not the responsibility of AHN staff to contact the next of kin, consulate, Department of Immigration (DIAC) or the Department of Education. These matters will fall to the education provider under their duty of care responsibilities.

5. Homestay Host

Keep in contact with the student/s host ensuring that support and assistance is available to them and to keep them informed of the situation as it unfolds.

6. Evaluation

Conduct debriefing session for everyone directly involved in the incident. People can express their emotions about the incident and ensure that any needs are met.

Policies, procedures and the implementation of procedures and responses should be evaluated and possible changes and improvement for future critical incidents discussed and made.

7. Documentation

Records should be kept by the 24/7 provider, CEO (or a representative) throughout the whole response period. Including:

• detailed documentation

• copies of emails and letters

• records of significant interactions

• contact details for significant people in the process

8. Follow up

The following are possible issues that may need monitoring:

• monitor the need for counselling and maintain contact with those who may need ongoing

support

• access the need for, and organise debriefing sessions for all those involved in the incident

Critical Incidents - checklist of tasks for AHN 24/7 (guide only)

Tasks Responsible Person Date

Completed

Notification of critical incident

Confirmation of Homestay student’s identity

Emergency Services engaged as needed

After Hours Call Centre apply management process and

assign tasks

State Manager contacts relevant institutions staff – as per

institution protocols.

State Manager advises CEO in case of serious incident

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Update and gather information from hospital or police – pass

on to institution and / or host as necessary

All details of incident are recorded by AHN staff

Assess the need for ongoing counselling and support

Conduct debriefing session

Staff evaluation

Complete all records

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AHN Refund Policy

Version: 2

Effective: July 2008 (revised January 2017)

AHN Refund Policy

AHN is responsible for managing the expectations of the guest, host and other related parties with respect to maximising the opportunity for a successful Homestay Placement.

It is important that all parties are clear on the relevant refund and associated policies regarding these processes.

Homestay fees are generally made up of two types of payments:

1. Homestay Matching Fee

This fee is paid to AHN to confirm that a placement is required. It covers the cost of host training and assessment, and the work associated with the matching process. The fee is generally paid in conjunction with a minimum period of weekly fees (usually 4 weeks).

On receipt of the initial payment AHN will review the guests profile and preferences and commence the work required to find a well matched and appropriately screened host for the guest.

The Matching Fee is not refundable once payment has been received.

2. Homestay Weekly Fees

The weekly fees are paid to AHN to cover the payment to your host, insurance, support services and monitoring of the homestay placement. A minimum period of 4 weeks is usually required for new placements.

Weekly Fees are refundable if the minimum notice period is met.

Pre-arrival Cancellations:

If you cancel your placement and provide more than 2 weeks written notice prior to arrival your weekly fees will be refunded in full. The matching fee is not refundable.

If you cancel your placement and provide less than 2 weeks written notice prior to arrival you will forfeit payment for 2 weeks plus the matching fee. Any additional weekly fees paid will be refunded.

AHN will provide a full refund (upon receipt of the Australian High Commission / DIAC Visa Refusal Notification) for a cancelled placement if your Visa is denied and you have provided a minimum of 3 business days’ notice. If the required notice has not been provided AHN will retain the matching fee and 2 weeks’ payment. Any remaining funds will be refunded.

Pre-arrival changes or delays:

• If a guest is unable to arrive by their intended start date due to a Visa delay or course changes

the guest may defer their placement until Visa Approval is granted, or the course is

rescheduled.

• If AHN is advised in writing of these changes a minimum of 3 business days prior to arrival,

there will be no charge for this change. All fees will be transferred to the new placement.

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• If AHN are not advised in writing of these changes a minimum of 3 business days prior to

arrival the guest may be required to pay another matching fee for a new placement to be

made and up to 2 weeks of homestay weekly fees.

• All other changes or delays will be subject to the same notice periods and penalties as detailed

in the cancellation policy. The guest will forfeit the matching fee and up to 2 weeks of

homestay fees if adequate notice is not given.

Post Arrival Cancellations:

• Once a homestay placement has commenced we do not refund weekly fees for your initial

period of homestay (usually 4 weeks). The matching fee is also not refundable.

• The guest is required to provide AHN and their homestay host with a minimum of 2 weeks

written notice if they intend to move out of homestay.

• This notice period cannot commence during the first two weeks in homestay.

• There will be no refund if the guest chooses to leave without serving out the required notice

period.

• If a guest gives less than two weeks’ notice of their intention to move out they will still be

required to pay weekly fees for two weeks following the date on which they have given notice.

Post Arrival Changes:

• If a guest is unhappy with their chosen homestay family they should contact AHN to discuss.

• AHN will liaise with the guest and host to try to rectify any concerns and assist through the

‘settling in’ period

• If the guest wishes to change homestay families after the first 4 weeks, and there are not

adequate grounds for the change, the guest may be charged another matching fee for AHN to

find a new homestay

• The guest will still be required to provide the minimum of 2 weeks’ notice to AHN and the

original host before moving out

• Weekly fees will need to be paid a minimum of 2 weeks in advance before the transfer date in

order to cover the first payment to the new homestay family

Room Holding Policy

Many guests wish to have their room held when they go on holidays. If the host is agreeable to this arrangement the following rules will apply:

• The guest must be away for a minimum of 7 nights and

• The guest should notify AHN and their host of their holiday plans at least 2 weeks prior to

departure. Room holding fees cannot be issued after the date of departure

• The guest will pay 50% of their normal fees during the period they are away

• The room holding fees and 2 weeks of normal weekly fees for the return must be paid before

the guest leaves

• The guest is able to leave their belongings in the room and it will not be used by the host for

other purposes

• The room will be held for the period agreed prior to the guest departure

• The guests belongings will be covered by AHN insurance

• The guest must notify AHN and the host if there are any changes to their return date Airport

Pickup Refund Policy

The guest is required to contact AHN if there are any changes to their arrival information.

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• The instructions for meeting your driver at the airport will be detailed on your arrival report. If

you have not met the driver at the designated location within the expected time frame, the

driver will leave the airport and the cost of your pre-paid APU will be nonrefundable. A guest

will be required to pay again if the driver needs to return to the airport to pick them up.

• If airport pickup has been booked and the guest has missed their flight or failed to provide

updated arrival information a minimum of 6 business hours before the original arrival time

then there will be no refund for the unused transportation. After hours this notice must be

provided via phone and not email.

• The guest will also need to pay for a new booking if pick up is required at another time.

• There will be no charge for changes if notice is given a minimum of 6 business hours before

the original flight landing time. After hours this notice must be provided via phone and not

email.

• If a guest cancels an airport pickup 2 business days or less prior to arrival the student will

forfeit all fees paid for the service.

• If the guest finds an alternate way to the homestay and the minimum notice period has not

been given there will be no refund.

• If a guest cancels airport pickup more the 2 business days prior to arrival a full refund will be

provided.

Note: Business hours are between 9am and 5pm AEST.

Approved Refunds:

All approved refunds will be deposited into an Australian bank account. No cash refunds will be processed. If no Australian bank account is available, we will refund via telegraphic transfer and an AU$30.00 service charge will be deducted from refund total. If the original payment was made by credit card we can refund back to the same card and a 3% service charge will be deducted from the refund total.

Refunds will be processed within 2 weeks after the guest has left homestay and appropriate bank details have been received.

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TALKABOUT TOURS POLICIES AND PROCEDURES (WA ONLY)

TALKABOUT TOURS POLICIES AND INFORMATION

1 Company details

Company Legal name Liz Franklyn and Tim Massey T/As Talkabout Tours Australia

Company trading name Talkabout Tours Australia

Australian business number (ABN) 480 066 320 77

Mailing address 8 Bristol Avenue Bicton 6157

Contact name Tim Massey

Contact person’s phone number 9438 2747 or 0438908545

Contact person‘s email address tim@talkabouttours.com

Market experience (in years) 18 years

2 Risk

PUBLIC LIABILITY INSURANCE Name of Insurance Company: Lloyds

Insurance Policy No.: SHO0003044SHLIA

Expiry Date: 30/Sept/2018

3 Policy and Process

3.1 Experience

The Australian Government wants all International Students in Australia to have a safe, enjoyable and rewarding place to study and live. Australia’s laws promote quality protection and consumer protection for overseas students. Under every circumstance Talkabout Tours Australia aims at total compliance with the ESOS Act and the Code of Practice. For 18 years, Talkabout Tours has offered a personalized, customer focused approach to the Homestay provision industry and has always endeavoured to keep up with the governing legislation. We had provisions in place to ensure the safety and welfare of students prior to much of the industry specific regulations now outlined in the National Code of Practice and I’m happy to say that we have not had a serious problem that could not be resolved in each instance, without the need for intervention by police or welfare officers.

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Talkabout Tours will assist the ASC keep in compliance with Standard 5 of the National Code for the Provision of Education and Training for Overseas Students 2018 by meeting the legislation and other regulatory requirements relating to child welfare and protection. Specifically: 1 Students, Host families, Agents, Schools and Biological families are provided with 24 hour

emergency contact numbers staffed by Talkabout Tours in Perth.

2 Students are asked to contact Talkabout Tours or their councillor immediately if there is any

discomfort in the home, emergency or otherwise. This is usually just a communication or other

minor issue and Talkabout Tours will work as a mediator. If the situation involves abuse of any

kind in the home by another student, tenant, family member or visitor, the student is

immediately removed from the home and the school, will be contacted. Appropriate action

which may involve police and/or counsellors and welfare officers is then taken. Talkabout

Tours will work with the school in this case.

3 Talkabout Tours will work to fit into the ASC’s timeframe for welfare arrangements

4 Talkabout Tours always ensures that any permanent member of a household has a current

Working with Children Clearance and Police Clearance and this is monitored by us

5 Talkabout Tours has a vetting and document process to ensure that a student’s

accommodation is appropriate to his/her age and needs and the Host family must meet our

Homestay criteria before placement is made. Families are regularly monitored for any changes

in situation. At least every 6 months.

6 Talkabout Tours has processes in place for managing emergency situations and disruption of

welfare arrangements. In emergency situations, Talkabout Tours is available, in Perth, 24/7

and can act immediately should the need arise. Families and students are able to contact us if

there is a critical situation within the home and we are able to act appropriately and

immediately. We are always available to collect students, keep 2-3 spare bedrooms in our own

home and have families available to take students without notice if necessary. Safety is our

number 1 priority.

7 Talkabout Tours keeps records and contact details of all parties involved in with each student.

8 Talkabout Tours will inform the ASC immediately of any changes to a student’s welfare

arrangement.

9 Talkabout Tours supplies or makes available their policies and processes for selecting,

screening and monitoring welfare and accommodation arrangements.

10 Talkabout Tours will keep the ASC informed about any changes to a student’s welfare

arrangement.

11 Talkabout Tours will inform ASC about any welfare concerns and actively participates in

locating missing students

12 In the case of changing welfare providers, Talkabout Tours ensures a smooth transfer between

accommodation providers and ensures that there is no gap. Students will not be homeless.

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3.2 Quality Assurance and Compliance

Talkabout Tours ensures quality assurance through training, monitoring, evaluations, inspections and readily available support. Talkabout Tours likes to create an atmosphere of comfort with our families. We want them to feel comfortable enough with us that they can contact us with any issues and we can talk to them about any student grievances. In most cases they have dealt with the same Talkabout Tours member for years and will continue to do so into the future. This is, of course, time consuming on our part, but lessens the likelihood of problems eventuating or becoming serious.

We typically spend 1 to 2 hours inspecting, getting to know and training Hosts in their home. They have written guidelines and can easily find information on our website. Families are made aware of cultural differences and situations than can occur. They are given guidelines and examples of past issues and solutions and are told to contact us when they are unsure what to do. Families hosting ASC students, whether parent nominated or our own families, need to agree to our terms and conditions for hosting a minor and sign a contract to that effect. Homes need to be of a good standard and the family dynamic needs to be appropriate for visiting students. We have an extensive checklist when interviewing families and inspecting homes. Homes need to be convenient to the school students are attending unless there is an arrangement for families to drive students to and from school. The vibe of the Host family needs to be right also. After many years of organizing the welfare of students and having visited thousands of families we have a good idea if the home doesn’t feel right at all or only right for a certain type of student.

3.3 Homestay Host Screening and Accreditation Process

a) Hosts are selected based on motivation and attitude, location, home quality, family

dynamic, English ability, flexibility, tolerance, kindness and a desire to have a new family

member rather than a tenant.

b) Families are approved based on the above, the decision of the visiting staff member after

the home visit and upon sighting/receipt of appropriate clearances and insurance

documents.

c) Hosts are managed through regular contact and student evaluations.

a) Our database warns us of upcoming clearance expiries which can now be renewed

online

b) Homes are inspected for the first time as necessary. When a CAAW needs to be

provided for visa purposes, we will inspect the home as soon as the Host family is

available and aim for less than 7 days from application. Re-inspections for homes

hosting minors is 6-monthly or when there is an issue or change to the home or its

dynamics. When we pick up students at the airport for a Homestay transfer, we

also have an opportunity for home re-inspection.

3.4 Critical Incident and After-Hours Support

Talkabout Tours are contactable at all times should an incident occur. Being centrally located in Perth and working from home, we are able to attend to critical incidents very quickly and effectively. Host families are required to contact us immediately should any kind of emergency occur. We will, in turn, contact the school and attend the scene if safe or contact the relevant authorities. If a student needs to be removed from the situation, we are able to collect them and bring them to our home.

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The ESOS National Code 2007, Standard 6.4 specifies that there must be a documented critical incident policy together with procedures that covers the action to be taken in the event of a critical incident, required follow-up to the incident, and records of the incident and action taken.

Talkabout Tours has a duty of care to support education providers in the management of critical incidents affecting the health and wellbeing of international students in homestay.

Background

1. Critical incidents are to be reported and managed in accordance with the guidelines for localstudents, with additional responsibilities where appropriate for International students.

2. A critical incident is an occurrence where an international student’s health or wellbeing is, orhas been, placed at risk. Some examples of critical incidents include:

• Missing students

• Abuse

• Neglect

• Serious injury or illness

• Crime

• Self-harm

• Overdose

• Mental health crisis

• fatalities

3. Talkabout Tours is required to notify the school immediately that the student attends aboutany incident, emergency or criminal activity, in which the safety or wellbeing of aninternational student is or has been placed at risk. The School has welfare responsibility forinternational students under the Age of 18 who do not reside with a DIAC-approved relative inAustralia.

4. International students remain at particular risk and are especially vulnerable to potentialharm. They are often exposed to a range of additional risks that must be addressed. Theseinclude their temporary status, the conditions of their visa, the implications of culturaldifferences and norms, their level of English language skill, access to immediate family, andsocial support relationships.

Procedure – Critical incidents

Identify

• When a critical incident occurs, immediate and effective steps must be taken to ensure thestudent’s safety and that appropriate professional and specialist support services are put inplace.

• The school the student attends is immediately notified of the incident. If appropriate, thestudent may be referred to approved professionals and/or support agencies at thediscretion of the school. Privacy of the student must be considered.

• Information provided to the school by Talkabout Tours must be succinct and accurate.

Critical Incident Report

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• Talkabout Tours will provide a Critical Incident Report at the request of the school, including anyactions taken and their outcomes.

Action

• The School advises Talkabout Tours of the best course of action to be taken based on the School’sstudent welfare policy.

Follow up

• At the request of the School, Talkabout Tours will provide regular updates via the Host family asto the student’s progress post-incident.

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TALKABOUT TOURS HOST AGREEMENT

Talkabout Homestay would like to thank you for agreeing to host an underage student.

As your student’s primary care giver, you act on behalf of the natural parents offering a safe, nurturing environment with a focus on your guest’s safety and welfare. You must immediately notify his or her nominated Guardian, whose details you will be provided, if your student is not home at the agreed time or if there is any cause for concern.

Families who host underage students need to agree to the following:

Please print your name below and sign at the bottom of the page.

I, _____________________________________________________________________________________(Full Name)

I, _____________________________________________________________________________________(Full Name)

agree to the following terms and conditions:

Expectations of Host Family

1. I acknowledge that I am responsible for the day to day welfare of the underage student in my care. I

will contact his/her nominated Guardian if my student is not home on time or I am concerned about

his/her physical or mental well being.

2. I will provide guidelines and specific rules to my student regarding daily life.

2.1 Acceptable times to return home after school

2.2 Acceptable times to go to bed- We advise - 14yrs - 8.30pm weeknights and 9.30pm weekends.

15-17yrs 9.30-10.30pm weeknights and

10.30pm -12pm weekends

2.3 Having friends over or going to a friend’s home

2.4 Completing homework

2.5 Weekend activities and curfew

2.6 Personal safety

2.7 Orientating him/her on how to use public transport

2.8 Household chores and keeping his/her own room tidy

3. I will ensure my student attends school for every school day unless ill. If my student is unwell, I will

inform the school and take him/her to the doctor if his/her illness needs medical assistance. I will

provide the school with a absentee note or a doctor's note if they have needed medical assistance.

4. I understand that it is my responsibility to ensure my student is in a safe environment if he/she wishes

to stay at a friend’s home. I agree to contact the parent/care giver of my student’s friend and obtain

their full name, address and phone numbers in case of an emergency. I acknowledge that if I am

unsure that I will err on the side of caution and make a judgement call just as if my student was my

own child.

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5. I understand that my student will have (OSHC) Overseas Health Cover and is responsible for any

medical fees incurred. My student will need to pay any upfront fees and then I will advise his/her

Guardian who will assist with claiming benefits. In the event that my student does not have the means

to pay for a medical appointment, I will consult with his/her Guardian.

* In the case of an emergency, I will take my student to a physician or public hospital or call an ambulance and inform their Guardian and Mara Allan at Talkabout Homestay (0452 500 696) of the incident as soon as possible.

6. I agree to provide 2 healthy meals every day and 3 on non-school days plus a packed lunch on school

days if requested by Talkabout Homestay. If the student is aged between 14-17 years, then he/she

can prepare their own packed lunch under your guidance

7. I will ensure students laundry in done on a weekly basis. Either doing this for him/her or giving

detailed instructions on how he/she can do this independently.

8. I will ensure student bathes and is responsible for his/her own personal hygiene.

9. I understand that my student will become part of my family and will include him/her into family

activities or social events as often as possible.

10. I understand that my student is a minor and is never to be left at home alone overnight.

11. I agree to obtain my students mobile number and pass on these details to Mara at Talkabout Tours

mara@talkabouttours.com I will provide my mobile number to my student and also pass on the

details of a secondary person who can be contacted in case of an emergency.

12. I agree to speak with my student/s about not carrying too much money on their person or in the

school bags to minimize losses through theft or forgetfulness.

Incidents of damage within the Host Family

I understand that accidents happen and minor breakages may occur. I agree to contact Mara Allan if my

student is responsible for any major damage either accidentally or on purpose. I will provide a detailed

explanation of events in writing and provide photographs via email (mara@talkabouttours.com). I am aware

that if something needs to be repaired or replaced, that I will need to get three quotes.

I understand that my insurance company is expected to assist with fixing the damages, with my student paying a maximum of $350 for the excess. I am aware that any damage less than $350 may be covered directly by the student, after consultation with Mara. I agree to check if my insurer adequately covers having an international student in my home. If my insurer does not, I will contact Mara and obtain the details of a Homestay Insurance Company.

Payment for Homestay

Currently hosting up to two students is non-declarable income. Please visit the ATO’s website for details http://law.ato.gov.au/atolaw/view.htm?docid=AID/AID2001381/00001

I have read and understood this contract and know that I am the primary care giver for a minor who is away from his/her parents.

Please sign: Please sign:

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Date: Date:

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HOST FAMILY TERMS AND CONDITIONS

All families must agree to abide by the following terms and conditions, which may be varied by Talkabout Tours Australia (TTA) at its discretion.

Talkabout Tours—Homestays is a Homestay and Accommodation Settlement Service dedicated to the provision of a high quality of service to our international students and guests. Talkabout Tours maintains a database of suitable families to host these students and visitors. Talkabout Tour’s priority is to supply good families that can offer a warm, caring and safe home environment who have a genuine interest in the student. This agreement sets out the terms and conditions on which Talkabout Tours retains persons on its register and the terms and conditions of board arrangement between the Homestay family and any guest who may board with them. Upon receipt of your application, we will contact you to arrange a suitable time to meet with your family at your home to discuss your application further. We are confident that the Homestay experience will be mutually rewarding for both your family and your guest. With thanks, The team at Talkabout Tours Australia

1.0 TALKABOUT TOURS FAMILY REGISTRATION

1.1 The Talkabout Tours Family registers on the condition that the Homestay family agrees to the terms and conditions set out in this agreement. Talkabout Tours will place the Homestay family on the Talkabout Tours Family database.

1.2 Talkabout Tours has the right to retain the Homestay family on its register and to refer guests to the Homestay family.

1.3 Talkabout Tours however can not guarantee a regular supply of students to be placed with the registered families due to factors beyond Talkabout Tour’s control e.g. international economic factors, visa regulations, educational policies, etc.

1.4 Talkabout Tours is not responsible for the late or non-arrival of a guest who is referred to the Homestay family.

1.5 Talkabout Tours reserves the right to remove any student from the Host family at any time if we feel a situation is serious enough to warrant early termination. This is entirely at Talkabout Tours Australia’s discretion. When students are here for a very short time, as is the case with Study Tours, we may not have time to mediate and so reserve the right to move students without notice if there is a problem.

2.0 WARRANTIES AND UNDERTAKINGS BY THE HOMESTAY FAMILY

2.1 The Homestay family represents and warrants that no person who will be staying in their home whilst a guest is residing there has been charged or convicted with any criminal offence. Each permanent household resident over 18 must possess a current Police Clearance to be provided to Talkabout Tours. If hosting students under the age of 18 years, each household member over 18 must have a Working with Children Clearance (Blue Card). Working with Children Application Forms can be

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provided by Talkabout Tours and the all up cost will around $15.00 per application.

2.2 If the Homestay family gives a guest termination notice or receive notice of termination from a guest, the homestay family will immediately inform Talkabout Tours to ensure their inclusion on the Room Availability List, therefore assisting Talkabout Tours in the on-going provision of students to the Family. Either party can give 2 week’s notice (for over 18yrs students) at anytime for any reason to terminate the Homestay arrangement.

3.0 TALKABOUT TOURS ACTS AS AN AGENT

3.1 This document sets out the terms and conditions which is agreed will regulate the relationship between the Talkabout Tours Homestay family and any guest/s who may board with them. However it is acknowledged and agreed that Talkabout Tours acts as an agent on behalf of its guests and Talkabout Tours is not responsible to the Homestay family or the students other than is expressly provided for in this agreement. In each instance when a guest boards with the Homestay family the parties to that agreement are and shall be deemed to be the Homestay family and the guest.

4.0 HOMESTAY PAYMENT AND PROVISIONS

4.1 HOMESTAY FAMILY PAYMENT SCHEDULE 2019 While we hope your main reason for joining the Homestay Program isn’t for financial gain, there is remuneration, outlined below, to help cover costs

4.2 Talkabout Tours agrees to collect the initial payments (usually 4—5wks however this can vary) from each guest in advance due to the Homestay family pursuant to the terms and agreement of homestay. Talkabout Tours agrees to pay to the Homestay family the first payment not later than 7 days after the guest’s arrival at the Homestay. Families are paid weekly via direct deposit. This period of time has been chosen to avoid the inconvenience of requesting a refund from the family should the arrangement have to be dissolved by either party for whatever reason following the guest’s arrival at the Homestay. NOTE: Generally under 16’s pay Talkabout Tours for the duration of their Homestay.

4.3 The homestay payment is calculated on a nightly basis. Divide weekly fee by 7 to arrive at a daily rate.

4.4 Talkabout Tours will retain a $15.00 weekly administration fee for the period of payment from us. After the initial period we ask that families collect Homestay payments from students directly. If families feel uncomfortable taking direct payment from the students, Talkabout Tours can arrange to collect students money but the $15.00 administration fee would remain.

4.5 The Homestay Host agrees to supply Talkabout Tours with Bank Account details in order for us to set up payments.

4.6 The vast majority of students require internet access. If you cannot provide access, you will need to help students obtain their own access to internet which can be used in the home. Families can prescribe their own Internet usage charge but must inform Talkabout Tours so that we can forewarn students before placement with the family. The majority of families do not charge students for this

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however, if internet is connected solely for student’s benefit, a charge of $5.00 - $10.00 week is fair and is to be paid directly from student to family.

5.0 TERMS AND CONDITIONS OF HOMESTAY The Homestay family agrees that the relationship between them and each guest of Talkabout Tours who boards with them will be subject to the ‘terms and conditions of homestay’ set out in the attached schedule.

5.1 Talkabout Tours Acts as a Mediator

5.1.1 Upon request Talkabout Tours will assist either party with any problem they may experience with any particular Homestay arrangement. Talkabout Tours will assist the guest and the Homestay family by acting as a mediator to facilitate a resolution of any problem. It is acknowledged however that Talkabout Tours is not responsible for any act or omission of either party.

5.2 INSURANCE (Adequate insurance is a pre-requisite to hosting)

5.2.1 Homestay families need to have Public Liability Insurance covering every student placed in their home by Talkabout Tours.

5.2.1.2 Please note that most Public Liability insurance policies may not cover paying guests. Always check with your insurance company.

5.2.2 Contents insurance is required. House and contents insurance policies do not necessarily include guests or borders. Please check with your insurance provider.

5.2.2.1 A policy to cover the guests, homestay family members, property and other guests to the Homestay home is the sole responsibility of the Homestay family.

5.2.3 Students will only be liable for a maximum $300 for any one incident resulting in damage to house or contents. Please ensure that your deductable is less than this amount.

5.2.4 If you do not have adequate insurance, let Talkabout Tours know and we can organize inexpensive cover that will top-up your existing insurance to cover you for students

5.2.5 The Homestay family shall indemnify and shall keep Talkabout Tours harmless from and against all suits actions or claims arising from or incidental to any personal damage occasioned to or caused by a Homestay guest, the Homestay family or any of their respective guests.

5.3 HOST FAMILY OBLIGATIONS TO THEIR GUEST

5.3.1 Bedroom To provide to the guest a bedroom in which there is a minimum of the following: a good quality bed, a desk, a chair, a lamp and a wardrobe, plus suitable lighting for study and heating/cooling where necessary. It is important that a good standard of cleanliness and hygiene is maintained within the room. Bedrooms must have an opening window, a door and floor to ceiling walls that provide privacy and insulation from noise.

5.3.2 Sheets/Linen To provide clean bed linen and bath towels weekly

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.

5.3.3 Facilities To make available to the guest the use of all common domestic facilities including power, water, bathroom, toilet, laundry, kitchen and dining and lounge/family room.

5.3.4 Laundry The Homestay families have the option of teaching the guest how to use the laundry facilities for themselves and giving them free access or to include the guest washing (if the guest agrees) as part of the family’s regular load.

5.3.5 Meals

• Standard Homestay: Provide the student with ingredients for breakfast and to provide a prepared substantial and nutritious dinner (evening meal) everyday. On weekends and non-school days, the family is also required to provide lunches for the student (if at home).

• Full-Board Homestay: To provide the student with ingredients for breakfast and to provide a prepared substantial and nutritious dinner (evening meal) everyday. The family will also need to provide ingredients for all lunches.

It is asked that families dine with their students of an evening as an opportunity to practice English and make the student feel part of the family

5.3.6 Visitors & Telephone To permit the guest to have visitors from time to time and to receive incoming telephone calls if you have a landline.

5.3.7 General

• To be courteous, respectful and friendly to the guest and to make the guest welcome as part of the family

• To ensure the guest is capable of traveling independently to and from the School attending (This usually means travelling to school with them on or before their first day)

• To respect the guest’s privacy and property

• To encourage the guest to speak English as often as possible and to provide opportunities for English conversation

• To assist with homework if required and to be patient in conversation with the guest

• To care for the guest’s health and well being whilst staying with the family.

5.3.8 Safety

• Ensure students have their family’s address and contact number

• Show students how to lock doors and windows and set security systems

• Ensure students know that Perth is NOT safe at night and that they should not be alone after dark

5.3.9 House Rules Families are encouraged to draw up a list of their particular house rules so that there can be no confusion on the part of their guests. This should be handed to students or displayed shortly after arrival. This can include meal times, internet usage, security, use of kitchen, laundry and other facilities, plus consumption of water and power.

5.3.10 In the event that a Homestay is terminated as a result of the Homestay Family’s failure to comply with these Terms & Conditions (or any variation of them evidenced in writing and signed by the guest

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and the Homestay Family) the full amount of all moneys paid in advance shall be refunded to the guest or to Talkabout Tours on behalf of the guest.

5.3.11 Termination Either party may terminate the Homestay at any time on 14 days notice by serving written notice or by informing verbally (in a clear and mutually understood manner) the other party.

5.3.12 In the event of serious illness or injury outside of school hours please ensure your guest is able to obtain medical attention and inform Talkabout Tours

5.4 HOST FAMILY OBLIGATIONS WHEN HOSTING UNDERAGE STUDENTS Hosting an underage student carries more responsibilities than those outlined above

5.4.1 You are the Primary Care Giver and assume the responsibility of providing appropriate care in a safe, nurturing environment. The common sense rule applies here and you are expected to offer the same level of care and attention you would afford your own child. As Care Giver, you have the final say as to what this student can and cannot do.

5.4.2 Curfew Please use your discretion here. Underage students should not be out after dark unless with a responsible adult. Set a time you feel is appropriate for your guest to be home.

5.4.3 Please use your discretion when leaving an underage student alone at home. What would you do if the student was your own child? Under no circumstances is an underage student to be left home alone overnight.

5.4.4 A Working with Children clearance is required

5.4.5 An underage student’s emotional requirements can be greater than an adult student’s. Please be patient and understanding and know the difficulties associated with leaving a family behind and coming to a new country with a different culture and language

5.4.6 Families are expected to attend parent/teacher nights and may be called upon to enroll the student in a school

5.4.7 School Camps Are organized through the school and you will need to sign a permission slip

5.48 Interstate & International Travel It is necessary for the student travelling to be accompanied by a blood relative, over 21 years, or someone from your family who is over 21 years old and permission is needed from the biological parent

5.49 If you are unsure of any of your obligations or have any questions call Talkabout Tours

5.5 HOST FAMILY OBLIGATIONS TO TALKABOUT TOURS

5.5.1 Families are expected to report to Talkabout Tours (especially if hosting under 18’s) if their guest is exhibiting:

• Excessive homesickness

• Unsafe practices

• Serious health/medical issues/injuries

• Strong behavioral problems

5.5.2 Inform Talkabout Tours about room availability

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5.5.3 Check bank account to ensure correct remuneration

5.5.4 Inform Talkabout Tours of any change of circumstances. This includes any alteration to your student’s living or sleeping areas since your home was visited by a Talkabout Tours representative. See 6.5

5.6 THE GUEST’S OBLIGATIONS - Students have agreed to the following:

5.6.1 Payment Guest is to pay a minimum of 2 weeks of Homestay fee (4-5 weeks is standard), unless by prior arrangement, to Talkabout Tours, prior to the commencement of the homestay which is passed on to the Host Family. After the end of the initial period, if the guest intends to extend his or her stay with the host family, the family needs to inform Talkabout Tours about this situation either via phone or email.

5.6.2 Cleanliness

• To keep any bedroom used tidy

• To keep clothes in the wardrobe provided

• To make own bed each morning

• To change own sheets when required

• To leave in a clean and tidy state any facilities after use including bathroom, toilet, laundry and kitchen.

5.6.3 Damage To report to the Homestay Family any accidents in or about the home and to pay for any breakages or damage caused by the guest. This is limited to $300 per incident or less dependent on the family’s insurance deductable.

5.6.4 Visitors To advise the Homestay Family in advance of any proposed visits by a friend or friends and only permit friends to attend when suitable and convenient to the Homestay Family and to ensure that all visitors abide by the reasonable requests and requirements of the Homestay Family.

5.6.5 Telephone To limit incoming calls in number and time so that use does not inconvenience the Homestay Family and to only make outgoing calls by prior arrangement with the Homestay Family.

5.6.6 Advise of late arrival To advise the Homestay Family in advance if arriving home late or not attending any prepared meal.

5.6.7 Termination Either party may terminate the Homestay at any time on 14 days notice by serving written notice or by informing verbally (in a clear and mutually understood manner) to the other party.

5.6.8 If the Homestay is terminated and the Homestay Family has been paid fees which cover a period beyond the 14 days notice, those funds will be refunded to the guest or to Talkabout Tours on the guest’s behalf.

5.6.9 The Homestay Family shall be entitled to payment of fees due during the 14 days notice period,

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whether or not the guest continues to reside with the Homestay Family during this period.

5.6.10 The guest will respect the property and privacy of their host homestay host's personal belongings and affairs and acknowledge that they will be liable for all costs incurred during the homestay period which are not included in the homestay fee. Any excessive use of utilities will be defined as above and beyond normal usage for the household as evidenced by utility bills for comparable periods. If an agreement cannot be reached the guest will refer to the Dispute Resolution below. The guest acknowledges and agrees that they will be liable for any loss or damage caused to my host family's property.

5.6.11 Internet Usage The student agrees to abide by the family rules regarding internet usage. The family will assist you in obtaining your own internet connection, should it not be already available in the home.

5.6.12 Water and Electricity Usage Guests are obligated to keep water use within reason. Ie. Keep showers to maximum of 10 minutes and only wash clothes when there is a full load. Electric heaters and air-conditioners are not to be left on continuously.

5.6.13 Security Guests agree to keep the house secure by locking windows and doors and seeking permission before asking friends over

5.6.14 Family Rules Students agree to abide by family rules

6 MEMORANDUM OF UNDERSTANDING / PREPARATION POINTS FOR HOMESTAY

6.1 I understand that Homestay is not a hotel. I am prepared to treat my guest as any other member of my family.

6.2 I will make every effort to interact with my guest members and take an interest in my guest.

6.3 I confirm that the main language used within the home amongst family members is English.

6.4 I confirm that we do not accommodate more than 3 students at one time (unless there are exceptional circumstances in which Talkabout Tours is informed and is in full agreement with)

6.5 I/we agree to inform Talkabout Tours of any alterations in any of the circumstances of the following:

• Address or contact details

• Changes to the student bedroom/s

• Household members living in the house either permanently or temporarily.

• Occupations or significant lifestyle changes within the household.

• Smoking or attitudes to smoking

• Facilities available to the student

• Loss or addition of pets

• Contraction of any illness, physical, mental or emotional in the household.

• Criminal conviction of any member of the household

• The family/parent(s)plan to go on vacation without the student

6.6 Student placement can only be guaranteed for the period of the original invoice (Unless either party opts out having given 2 week’s notice). Extension of the original placement term is decided by mutual agreement between your family and the guest.

6.6 Host families are expected to host their guest for a minimum period of two weeks to give themselves

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and the student time to adjust to each other. However, if exceptional circumstances require the student to be relocated, this will be arranged promptly by Talkabout Tours

6.7 By submitting this form I acknowledge and agree that I have read and understood these terms and conditions and I agree to be bound by them.

* DISPUTE RESOLUTION Host families are encouraged to work through issues with their homestay guest directly. This is one of the important challenges presented by the Homestay experience. Should those issues not be resolved satisfactorily then families should speak to a Talkabout Tours staff member. Talkabout Tours staff will endeavour to resolve the issue by encouraging the student and family to discuss the issue.

If it is not resolved, Talkabout Tours staff will speak to both parties and try to reach a resolution. If there is still no resolution, Talkabout Tours staff will take any further action required.

7 LIABILITY

I acknowledge that during the homestay period my person and my property will be at my own risk and I will not hold Talkabout Tours or my homestay student liable for any personal injury or loss of property caused by any act or omission of Talkabout Tours

Please Note: Talkabout Tours seeks to ensure that the participants in the homestay program are adequately protected against injury or loss or damage to property. However, accidents do happen and property is at times lost, damaged or stolen and you may not always be totally covered for such injury, loss or damage in all circumstances. Families should obtain insurance cover for injury, illness and loss and damage to property for the duration of their participation in the homestay program.

DECLARATION I understand that the information on the Host Family Application Form is used for the primary purpose of assessing my homestay application. The information collected may be used for correspondence with the homestay host and partner institution / student’s agent, and student and for administrative matters including database entry and family matching, statistical analysis, compliance and legislative reporting requirements. If all the questions on the Application Form are not completed, it may not be possible to process my application for homestay. I undertake to provide correct and complete information. I have read and I accept these terms of application. Signed:______________________________________ Dated:_________________________ Name:_______________________________________ Please retain this for your records I acknowledge that during the homestay period my person and my property will be at my own risk and I will not hold Talkabout Tours or my homestay student liable for any personal injury or loss of property caused by any act or omission of Talkabout Tours

Please Note: Talkabout Tours seeks to ensure that the participants in the homestay program are adequately protected against injury or loss or damage to property. However, accidents do happen and property is at times

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lost, damaged or stolen and you may not always be totally covered for such injury, loss or damage in all circumstances. Families should obtain insurance cover for injury, illness and loss and damage to property for the duration of their participation in the homestay program.

DECLARATION I understand that the information on the Host Family Application Form is used for the primary purpose of assessing my homestay application. The information collected may be used for correspondence with the homestay host and partner institution / student’s agent, and student and for administrative matters including database entry and family matching, statistical analysis, compliance and legislative reporting requirements. If all the questions on the Application Form are not completed, it may not be possible to process my application for homestay. I undertake to provide correct and complete information. I have read and I accept these terms of application. Signed:______________________________________ Dated:_________________________ Name:_______________________________________ Please return this to Talkabout Tours – 8 Bristol Avenue, Bicton - 6157 or email Mara Allan, mara@talkabouttours.com

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HOMESTAY TERMS AND CONDITIONS FOR STUDENTS All students must agree to abide by the following terms and conditions, which may be varied by Talkabout Tours Australia (TTA) at its discretion.

1 PROVISIONS

1.1 Homestay Hosts to provide students with - breakfast (generally make yourself) and dinner seven days a week and provision for lunches on weekends during the period of homestay; - a fully furnished bedroom of their own - the use of utilities (within reasonable limits as set by the household for all household members)

1.2 Students are entitled to 24 hour emergency contact with TTA

1.3 Students are liable for the cost of all telephone, facsimile and internet costs, and excessive use of electricity, water and gas (refer to 6.5) incurred during the homestay period.

2 FEES

2.1* The placement fee for homestay is non-refundable once placement has been made

2.2 The homestay fee is calculated on a nightly basis. Divide weekly fee by 7 to arrive at a daily rate.

2.3* Homestay fees are to be paid in advance.

2.4* Confirmation of Homestay will not be made until payment of homestay fees has been received –normally a minimum of 21 days prior to the homestay start date. TTA reserves the right to charge an administrative fee of $80 for late payment. Please inform TTA if you are having difficulty paying homestay fees.

2.5* Homestay payments are to be made to Talkabout Tours Australia by direct deposit or Credit Card. Electronic Funds Transfer (EFT), incurs a $15.00 Bank Fee if transferred from overseas and Credit Cards incur a 2.5% Fee (Visa & Mastercard only) .Paypal is available but incurs a 5% surcharge. A copy of the payment receipt should be faxed to +61 8 9319 9327 or scanned and emailed to accounts@talkabouttours.com. Money is to be converted to Australian dollars before transfer.

2.6* Applications should be made at least three weeks prior to the arrival date. Late applications will be considered at the discretion of TTA.

* Items 2.1 and 2.3 to 2.6 may not apply to Study Group programs. These programs will be subject to conditions specified in the individual agreements between Talkabout Tours Australia and the participating institution.

3 ACCOMMODATION

3.1 The minimum period of homestay available is generally 2 weeks for all students except Study Group programs.

3.2 Students who leave early and require a refund are subject to a $40.00 Administration fee.

3.3 Student placement can only be guaranteed for the period of the original time requested. Extension of the original placement is subject to availability.

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3.4 Students are required to stay with their host family for a minimum period of two weeks to give themselves and the family time to adjust to each other. However, if exceptional circumstances require the student to be relocated within this period, this will be arranged promptly at no charge. Note: After one free relocation, subsequent relocation requests may incur a placement fee, unless otherwise agreed to by TTA

3.5 Students or families need to give 2 weeks notice before parting company

4 REFUNDS*

4.1 Full Refund TTA agrees to refund within 28 days of receipt of written notice of cancellation, all homestay fees less the Placement Fee if student has been placed: • where Homestay Accommodation Services refuses the application for homestay; • on presentation of certified evidence that the Australian immigration authority has rejected an application for a student visa.

4.2 Partial Refund Where written notice of cancellation is received • more than 28 days prior to commencement of the Homestay, TTA will refund the Placement Fee and agrees to refund the balance of Homestay fees paid, within 28 days of receipt of written notice of cancellation. • less than 28 days prior to commencement of the Homestay, TTA will retain the Placement Fee and a Late Cancellation Fee of $50, and agrees to refund the balance of Homestay fees paid, within 28 days of receipt of written notice of cancellation. • less than 7 days prior to commencement of the Homestay, TTA will retain the Placement Fee and 1 week’s Homestay fee, and agrees to refund the balance of Homestay fees paid, within 28 days of receipt of written notice of cancellation.

4.3 Airport Transfer

• Delay- If students have contacted their driver by phone or text within 3 hours of their appointed arrival time, and have received a reply, students will be picked up at their new arrival time with no penalty

• Cancellation- Full refund if students let their driver know a minimum of 24 hours before arrival

* May not apply to Study Group programs. These programs will be subject to conditions specified in the individual agreements between Talkabout Tours Australia and the participating institution.

5 CANCELLATION* & INTERIM BREAK

5.1* A student is entitled to a full refund (less an administration charge of $40) of any remaining homestay fees in the event they cancel or reduce their term of Homestay provided they inform TTA in writing no less than 28 days prior to their amended Homestay end date. If less than 14 days written notice is received by TTA, an administration charge equivalent to 1 week’s homestay fees will be deducted from the balance in the student’s Homestay account. This fee will apply to any application submitted. This fee will also apply to students applying for homestay within 14 days of arrival. The Placement Fee is non-refundable.

5.2 Any reimbursement will be forwarded to the student or the person nominated by the student within 28 days of the amended Homestay end date.

5.3 Students going away for 1 week or more are liable for ½ the normal Homestay weekly fees in order for the room to be held.

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* May not apply to Study Group programs. These programs will be subject to conditions specified in the individual agreements between Talkabout Tours Australia and the participating institution.

6 MEMORANDUM OF UNDERSTANDING / PREPARATION POINTS FOR HOMESTAY

6.1 I understand that Homestay is not a hotel service. I am prepared to be treated as any other member of the Homestay and respect all rules, advice and judgment. I will ensure I clearly understand the rules of the Homestay through discussion in the initial stages of my stay.

6.2 I will make every effort to interact with the family members and be pro-active (positive and active family member) within the household. I will communicate to my homestay host foods that I cannot or prefer not to eat. I will also make an effort to try different foods.

6.3 I will try to behave in a manner consistent with my immediate environment and community. I will try not to be excessive in the use of electricity, water, gas etc. If there is any difference of opinion on this, I will discuss the issue with my homestay host. If an agreement cannot be reached, I will refer to the Dispute Resolution* below.

6.4 I am willing to accept any reasonable household rule that my homestay host sees fit to impose for my welfare. I understand that I must contribute to the household duties as other family members do. I will abide by the Homestay rules in regards to keeping my room tidy, washing dishes, laundry etc.

6.5 I will respect the property and privacy of my host homestay host's personal belongings and affairs and acknowledge that I will be liable for all costs incurred by me during the homestay period which are not included in the homestay fee (refer to 1.3). Any excessive use of utilities will be defined as above and beyond normal usage for the household as evidenced by utility bills for comparable periods. If an agreement cannot be reached, I will refer to the Dispute Resolution* below. I acknowledge and agree that I will be liable for any loss or damage I deliberately cause to my host family's property.

6.6 I will inform my homestay host of my whereabouts and plans each day. I will be punctual for meals and be home by the agreed acceptable time of return. I will contact my homestay if I am going to be late. I will seek permission well in advance from my homestay if I want to invite friends over.

6.7 I am aware that I should offer to pay for myself if my homestay host takes me out (meal, movie, zoo etc) or away (e.g. overnight or weekend trip). If I feel that the cost and/or frequency of outings are excessive, I am aware that I can decline my homestay host's invitation

6.8 I will not compare my homestay with that of other students/participants, nor will I comment on Homestays other than my own. I will not discuss any homestay problems/issues with other students/participants. Please discuss any problems with your family. Failing this I will contact TTA staff if I have any concerns about my homestay.

6.9 I will abide by Australian law at all times, and be aware that laws and penalties may differ from my own country. I will also abide by the rules my home institution has set.

6.10 I will communicate any issues/problems with homestay staff during office hours (9.00am to 5.30pm Monday to Friday). Only in the case of an emergency will I contact TTA after hours.

6.11 I understand that a homestay environment is not limited to a traditional family structure (mother, father and children) and that most Australian families have pets. I also understand that Australia is a multi-cultural society and I can not discriminate on grounds of race, gender or religion.

6.12 I will submit to TTA staff an evaluation of my homestay host family the end of the homestay period.

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Authority: Commercial Manager

Reviewed: January 2019

Approved: Director of International Programs

6.13 I am aware that TTA reserves the right to remove me from homestay without further responsibility to relocate me, if I do not abide by this Memorandum of Understanding / Preparation Points for Homestay.

6.14 By submitting this form, I acknowledge and agree that I have read and understood these terms and conditions and I agree to be bound by them.

7 AIRPORT TRANSFERS

7.1 If an Airport Transfer is requested, students will be met by a TTA driver with a sign with the student’s name and School attending.

7.2 Students will be transferred to accommodation in a suitably licensed and insured vehicle.

7.3 If the student does not show up at the airport or cancels the transfer in too short a time to contact the driver, the pick-up fee will be forfeited. See 4.3

* DISPUTE RESOLUTION Students are encouraged to work through issues with their homestay host directly. This is one of the important challenges presented by the Homestay experience. Should those issues not be resolved satisfactorily then students should speak to a TTA staff member. TTA staff will endeavor to resolve the issue by encouraging the student and family to discuss the issue.

If it is not resolved, TTA staff will speak to both parties and try to reach a resolution. If there is still no resolution, TTA staff will take any further action required.

8 LIABILITY

I acknowledge that during the homestay period my person and my property will be at my own risk and I will not hold TTA or my homestay host liable for any personal injury or loss of property caused by any act or omission of TTA or my homestay host.

Please Note: TTA seeks to ensure that the participants in the homestay program are adequately protected against injury or loss or damage to property. However, accidents do happen and property is at times lost, damaged or stolen and students will not always be totally covered for such injury, loss or damage in all circumstances. Students should consider obtaining their own insurance cover for injury, illness and loss and damage to property for the duration of their participation in the homestay program.

DECLARATION I understand that the information on the Homestay Application Form is used for the primary purpose of assessing my homestay application. The information collected may be used for correspondence with the homestay host and partner institution / student’s agent, administrative matters including database entry and family matching, statistical analysis, compliance and legislative reporting requirements. If all the questions on the Application Form are not completed, it may not be possible to process my application for homestay. I undertake to provide correct and complete information. I have read and I accept these terms of application.