student orientation booklet -...

Student Handbook

Student Handbook

A Guide for International Students

Student Handbook

Reference Guide

Student Name: ____________________________________________________________________ MACI Student ID: ___________________________________________________________ Unique Student Identifier (USI) Number: ________________________________________________ Australian Mobile Number: ___________________________________________________________ Email: ____________________________________________________________________________ Institute Address Level 2, 259 Collins Street, Melbourne, VIC 3000 Postal Address Level 2, 259 Collins Street, Melbourne, VIC 3000 Phone: 03 86408070 Email: [email protected] Website: www.maci.vic.edu.au

Important contact information for the MACI team

Position Name Phone (Ext) Email

Compliance Manager Nipun Bhargava 03 86408070 [email protected]

Training Manager Alvin Liau 03 86408070 [email protected]

Administration Christine Liu 03 86408070 [email protected]

Student Support Ankit Patel 03 86408070 [email protected]

Trainers

Sharon Diao 03 86408070 [email protected]

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

Student Handbook

Table of Contents

Reference Guide………………………………………………………………………………………………………………………………………………….1

Director’s Message………………………………………………………………………………………………………………………………………………3 Introduction to Melbourne………………………………………………………………………………………………………………………………….4 Study in Australia…………………………………………………………………………………………………………………………………………………4 Life in Australia. ……………………………………………………….………………………………………………………………………………………….6 Introduction to MACI ……………………………………………………………………………………………………………………………….…………9 Student Support Services…………………………………………………………………………………………………………………………………..12 Course Credit…………..…………………………………………………………………………………………………………………………………….….13 Academic Progress……………………………………………………….…………………………………………………………………………………...14 Deferment, Suspension or Cancellation……………………………………………………….……………………………………………….……16 Refund Policy……………………………………………………….…………………………………………………………………………………………….18 Overseas Student Transfer……………………………………………………….……………………………………………………………………..…21 Unique Student Identifier……………………………………………………….………………………………………………………………….………23 Additional Fees……………………………………………………………………………………………………………………………………….…………24 Complaints and Appeals…..…………………………………………………………………………………………………………………………….….24

Student Handbook

Director’s Message

Dear Students, MACI is a modern and dynamic educational institute. We offer programs that encourages students to maximise their academic potential and provide practical training for future employment. We pledge to continuously set the standards of education excellence worldwide. All courses are delivered within an exciting and multicultural environment by dedicated and experienced staff. The courses offered at MACI meet national and industry standards. Our students are able to integrate their skills and techniques that have been taught at MACI for their chosen career pathway. Thus, it elevates the professionalism of all industries. Our college houses excellent resources and facilities to support learning. I hope you will enjoy your time at MACI and wish you every success in your studies. Your Sincerely, Chief Executive Officer Welcome to MACI.

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CRICOS PROVIDER NUMBER 03490G Trading as Melbourne Advanced Commerce Institute level 2, 259-263 Collins Street, Melbourne, VIC,3000 RTO PROVIDER NUMBER 32471

HB 2-01 Student Handbook Version 1.0 Next review on August 2018 Approved by CEO

Introduction to Melbourne Melbourne is Australia’s second largest city with a population over 4.1 million people. It is the capital city of Victoria and is rated as the most liveable city in the world for the seventh consecutive year. Melbourne is an exciting place to be an international student. There are a large number of beautiful parks, sunny beaches and a thriving arts culture that is blended with interesting Australian history. MACI is located in the Melbourne CBD and many tourist attractions are within walking distance. For example: Flagstaff Gardens, Melbourne Central, Melbourne Aquarium, Crown Casino, Federation Square, National Gallery of Victoria, Old Melbourne Gaol, Yarra River, and Melbourne Museum. For further information, please visit www.tourismvictoria.com.au.

Study in Australia

Did you know Australia has the third highest number of international students in the world behind only the United Kingdom and the

United States despite having a population of only 23 million? This isn’t surprising when you consider Australia has seven of the top

100 universities in the world! In fact, with over 22,000 courses across 1,100 institutions, Australia sits above the likes of Germany, the

Netherlands and Japan.

These are strong academic credentials, but our institutions are just as highly rated as the cities that house them around the country.

Australia has five of the 30 best cities in the world for students based on student mix, affordability, quality of life, and employer activity

– all important elements for students when choosing the best study destination. And with more than A$200 million provided by the

Australian Government each year in international scholarships, we’re making it easier for you to come and experience the difference

an Australian education can make to your future career opportunities.

Do you have a specific study area of interest? There is every chance Australia has you covered, with at least one Australian university

in the top 50 worldwide across the study areas of Natural Sciences & Mathematics, Life & Agricultural Sciences, Clinical Medicine &

Pharmacy, and Physics.

Given this impressive education pedigree, it’s not surprising there are now more than 2.5 million former international students who

have gone on to make a difference after studying in Australia. Some of these students are among the world’s finest minds. In fact,

Australia has produced 15 Nobel prize laureates and every day over 1 billion people around the world rely on Australian discoveries

and innovations – including penicillin, IVF, ultrasound, Wi-Fi, the Bionic Ear, cervical cancer vaccine and Black Box Flight Recorders

– to make their lives, and the lives of others, better.

Australia is recognised as a great place to live - but did you know Australia also offers a

world class education? The Australian education system has produced scientists,

designers, educators, entrepreneurs, artists and humanitarians who have changed the

world, winning awards from Oscars to Nobel prizes. Their global achievements include

the "black box" now on every airplane, the Earth hour initiative, and the invention of Wi-

Fi. Australia is proud of the individuals who have studied and worked in Australia

(whether they were born here or another country) and gone on to achieve great things

and contribute to making the world a better place.

Global Recognition

By studying in Australia, you will receive a qualification that's recognised and sought after

around the world. The Australian Qualifications Framework (AQF) allows students to

easily move through the education system here and provides an easy way for countries

around the world to recognise your qualification, and issue the comparable qualifications

for local use.

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Quality Assurance

For over 20 years Australia has led the world in putting in place systems and processes to ensure that international students receive

the high-quality education they expect. These measures include:

• The Education Services for Overseas Students (ESOS) Act 2000, which sets out the legal framework governing delivery of

education to overseas students studying in Australia on a student visa.

• The Tuition Protection Service, which helps you find an alternative course or refund your unspent tuition fees in the rare case

that your institution (education provider) can't continue to offer your course.

• The Australian Skills Quality Authority (ASQA) is the national regulator for Australia’s vocational education and training sector.

ASQA regulates courses and training providers to ensure nationally approved quality standards are met.

• Ombudsman organisations that can investigate complaints about problems that international students have with their

institutions. You can find out more about these organisations on the Support Services page in the Australian Education section

of this website.

International students rate Australia highly

In 2012, the Australian Government, in collaboration with peak education bodies and state/territory government education departments,

conducted a survey of current international students to obtain information about their living and learning experience in Australia. The

key findings of the survey included:

• 87% of international student respondents are ‘satisfied’ or ‘very satisfied’ with their overall experience in Australia.

• 86% of international student respondents are ‘satisfied’ or ‘very satisfied’ with their study experience in Australia.

• 88% of international student respondents are ‘satisfied’ or ‘very satisfied’ with living in Australia.

Your learning environment

By choosing to study in Australia, you will join hundreds of thousands of students from Australian and all over the world - including

many from your home country - who are discovering new friends and opportunities in this beautiful country. You will work closely with

classmates, researchers, instructors, and other faculty - collaboration is a key part of our students' successes. And in many cases, you

can gain practical and hands-on training in the industry in which you are studying. This combination of teamwork, shared learning, and

industry focus will provide you with a leading edge for your further studies and career.

Australia – a research intensive country

Australia has a long and proud tradition of world class research and development that has benefited millions around the world. From

the discovery of penicillin in 1945 and the discovery of acquired immunological tolerance in 1960, through to observations which led

to the discovery of the accelerating Universe in 2011. Australia has a proud record of contributing to the benefits of the world:

• Through the Backing Australia's Ability initiative, A$2.9 billion will be invested over the next five years to fund research that

will stimulate economic and scientific innovation.

• Australia is investing over A$140 million will be spent over the next five years to establish Federation Fellowships. The

fellowships aim to recruit world-class researchers to Australia, with up to five of the fellowships each year awarded to high-

profile non-Australian researchers from overseas.

• There are 35 special Research Centres and Key Centres of Teaching and Research based at Australian universities

undertaking high-level research, and providing a diverse range of undergraduate, postgraduate and specialised professional

education courses in a variety of fields.

• Australia has established an additional 63 Cooperative Research Centres which foster joint research between universities and

private industry.

https://internationaleducation.gov.au/regulatory-information/pages/regulatoryinformation.aspx

https://tps.gov.au/

http://www.asqa.gov.au/

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Life in Australia

While shared to some extent by many other countries, values and principles have been adapted to Australia’s unique setting, shaped and modernised through the settlement in Australia of millions of people from all over the world. Although they may be expressed differently by different people, their meaning remains the same.

Australia’s first inhabitants were the Aboriginal and Torres Strait Islander peoples, whose unique culture and traditions are among the oldest in the world. The first migrants were mostly from Britain and Ireland and this Anglo–Celtic heritage has been a significant and continuing influence on Australia’s history, culture and political traditions. Subsequent immigration waves have brought people from Africa, Asia, the Americas and Europe, all of whom have made their own unique contributions to Australia and its way of life.

In Australia, people have many freedoms. However, in taking advantage of these freedoms, everyone is required to obey Australia’s laws, which have been put in place by democratically elected governments to maintain an orderly, free and safe society.

Fundamental freedoms All Australians are entitled to a number of fundamental freedoms (within the bounds of the law), including speaking freely and openly, joining associations, holding meetings, worshipping their chosen religions and moving throughout Australia without restrictions. Respect for the equal worth, dignity and freedom of the individual

All Australians are free and equal and are expected to treat each other with dignity and respect. Australians reject the use of violence, intimidation or humiliation as ways of settling conflict in our society. Commonwealth laws prohibit discrimination on the basis of race, sex, disability and age in a range of areas of public life under the Racial Discrimination Act 1975, Sex Discrimination Act 1984, Disability Discrimination Act 1992 and the Age Discrimination Act 2004. The Australian Human Rights Commission is responsible for handling complaints under these laws. Freedom of speech

All Australians are free, within the bounds of the law, to say or write what they think about Australian governments or about any other subject or social issue as long as they do not endanger people, make false allegations or obstruct the free speech of others. The same applies to Australian newspapers, radio and television and other forms of media. Australians are free to protest the actions of government and to campaign to change laws. Freedom of speech allows people to express themselves and to discuss ideas. There are laws that protect an individual’s good name against false information or lies. There are also laws against inciting hatred against others because of their culture, ethnicity or background. Freedom of religion and secular government

All Australians are free to follow any religion they choose, so long as its practices do not break any Australian law. Australians are also free to not follow a religion. Religious intolerance is not acceptable in Australian society. Australia has a secular government – it does not have any official or state religion. Governments treat all citizens as equal regardless of religion. Religious laws have no legal status in Australia and only those laws enacted by parliament apply, for example, in divorce matters. Some religious or cultural practices, such as bigamy (being married to more than one person at the same time) are against the law in Australia. Support for parliamentary democracy and the rule of law

Australia is a parliamentary democracy, which means that Australian citizens participate in how the country is governed and how Australian society is represented. Governments are accountable to all Australians. Elected parliaments are the only bodies able to make laws in Australia or delegate the authority to make laws. Everyone in Australia must obey laws established by governments. Equally, all Australians are protected by the rule of law. This means that no–one is exempt from or ‘above the law’, even people who hold positions of power, like politicians or the police. Equality under the law

All Australians are equal under the law. This means that nobody should be treated differently from anybody else because of their race, ethnicity or country of origin; because of their age, gender, marital status or disability; or because of their political or religious beliefs.

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Government agencies and independent courts must treat everyone fairly. Being treated equally means that getting a job or being promoted must be on the basis of a person’s skills, ability and experience, not their cultural background or political beliefs. It also means that people cannot be refused service in a shop or hotel or other service facility because of their race, colour, religion, gender or marital status.

Equality of men and women

Men and women have equal rights in Australia. Jobs and professions are open equally to women and men. Men and women can serve in the military and both can also hold positions in government.

Equality of opportunity and a spirit of egalitarianism

Australians value equality of opportunity and what is often called a ‘fair go’. This means that what someone achieves in life should be a product of their talents, work and effort rather than their birth or favouritism.

Australians have a spirit of egalitarianism that embraces mutual respect, tolerance and fair play. This does not mean that everyone is the same or that everybody has equal wealth or property. The aim is to ensure there are no formal class distinctions in Australian society.

Peacefulness

Australians are proud of their peaceful society. They believe that change should occur by discussion, peaceful persuasion and the democratic process. They reject violence as a way of changing peoples’ minds or the law. In addition to these values, Australians also pursue the public-good and have compassion for those in need. There is a strong community spirit in Australia and Australians seek to enhance and improve the society in which they live.

Many Australians contribute to the community in their daily lives. They may demonstrate this through caring for the environment, lending a hand and working together in times of need in pursuit of the public good. Australia has a strong tradition of ‘mateship’, where people provide help to others voluntarily, especially those in difficulty. A mate is often a friend but can also be a spouse, partner, brother, sister, daughter or son. A mate can also be a total stranger.

There is also a strong tradition of community service and volunteering. The values outlined above have been promoted and discussed by Australians over many years. They have helped Australia to welcome and integrate successfully millions of people from many ethnic groups and cultural traditions. Australia’s cultural diversity is a strength which makes for a dynamic society. Within the framework of Australia’s laws, all Australians have the right to express their culture and beliefs. But at the same time, all Australians are asked to make an overriding commitment to Australia – its laws, its values and its people.

Shared values

Although Australia’s migrants have come from many different cultural and religious backgrounds, they have successfully settled in Australia and integrated into the broader community. Australia, in turn, has been enriched by the contributions they have made socially, culturally and economically. An important feature of Australian society today is not only the cultural diversity of its people, but the extent to which they are united by an overriding and unifying commitment to Australia.

Australians put aside their individual differences in the interests of living together as neighbours. Within the framework of Australia’s laws, all Australians have the right to express their culture and beliefs and to participate freely in Australia’s national life. At the same time, everyone is expected to uphold the principles and shared values, as outlined in the introduction, that support Australia’s way of life.

Australian society today

One of the defining features of Australian society today is the cultural diversity of its people and the extent to which they are united by an overriding and unifying commitment to Australia. Another defining feature is the egalitarian nature of Australian society. This does not mean that everyone is the same or that everybody has equal wealth or property. It also means that with hard work and commitment, people without high–level connections or influential patrons can succeed.

Within the framework of Australia’s laws, all Australians are able to express their culture and beliefs and to participate freely in Australia’s national life. Australia holds firmly to the belief that no–one should be disadvantaged on the basis of their country of birth, cultural heritage, language, gender or religious belief. In order to maintain a stable, peaceful and prosperous community, Australians of all backgrounds are expected to uphold the shared principles and values that underpin Australian society.

Laws and social customs

Community behaviour in Australia is governed by a combination of formal laws and informal social customs. All people in Australia must obey the nation’s laws or face the possibility of criminal and civil prosecution. People are also expected to generally observe Australian social customs, habits and practices even though they are not normally legally binding. Australian laws are made by the

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Australian Commonwealth, state and territory parliaments. The police have the job of keeping peace and order in the community and to bring people they believe have broken the law before courts of law.

People in their local communities and neighbourhoods also help each other in the event of trouble and report anything unusual or suspicious to the local police station. Australia has a national police force called the Australian Federal Police, which investigates crimes against federal laws including drug trafficking, illegal immigration, crimes against national security and crimes against the environment.

All states of Australia and the Northern Territory have their own police forces, which deal with crimes under state or territory laws. Policing in the Australian Capital Territory is undertaken by the Australian Federal Police. Although police officers may arrest people and give evidence in court, they do not make the final decision on whether or not people are guilty of crimes. This is decided by the courts. Police and the community have good relations in Australia. You can report crimes and seek assistance from the police. If you are questioned by police, remain calm, be polite and cooperative.

Australian Open

Federation Square

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Introduction to MACI – Melbourne Advanced Commerce Inistitute Experienced teachers and trainers In MACI, we have strict teacher-selection criterion which ensures our education excellence. Teaching staff in MACI wield proficient teaching skills to provide students with solid knowledge and skills as well as encourage students to form their own ideas and thoughts. Most of our teachers and trainers are professionals who have abundant working experience in their chosen fields, which means the knowledge and skills delivered by them will be tailored for industry needs. Approachable student service MACI attaches importance to student service as we care every student with us. Staff in MACI will be willing to help with problems regarding academic performance, living arrangements, and all other problems & concerns. Student could contact us by e-mail, phone calls, or visit us at our conveniently-located campus. Well-Designed Courses Courses in MACI are well structured with theoretical knowledge-delivering and practical skills-training. Simulations will be built in classes to let student experience real workplace scenarios and get prepared for possible problems that they may encounter in their future careers. In addition, courses in MACI values competence-oriented education and emphasis on comprehensive competence-building. Promising career outcomes Qualifications provided by MACI are internationally-recognised which enables students to seek employment opportunities around the world. Also, MACI maintains close contacts with industry partners which provides students with industry insights and placement opportunities. Successful graduates will be equipped with sound ready-for-work knowledge and skills. VET Qualification MACI is a registered training organisation (RTO) which has distinctive features regarding its practical course orientation, flexible intakes, and affordable tuition fees. VET graduates will be able to perform sound knowledge and practical skills which will be highly appreciated by future employers. Convenient Location MACI is conveniently located in Melbourne CBD which provides students with accessible public transportation, various restaurants, supermarkets, shopping malls and other public facilities. Studying with us will enable students to experience modern Melbourne life and culture.

MACI Location

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Local Amenities

Flinders Train Station

state library of Victoria

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Classroom 7

Computer Lab

Classroom 1

Classroom 4

Classrooms

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Student Lounge

Student Support Services Being an international student is exciting, but it can also be challenging. We have student support department which can be easily approached to provide help on academic and personal issues. This department provides professional and confidential advice in many areas and can also provide references to external sources of support. Any external referrals are conducted by MACI at no cost to the student. However, there may be fees and charges for the external help which will be clarified for the student before external services are requested. MACI student support is available through Monday- Friday 9:00am- 5:00pm

a) Academic Issues Any student that have concerns with their attendance, academic performance or other school related issues are welcome to talk to student support. Any student that is found to be at risk of not achieving the requirements of their course or not sufficiently meeting student visa conditions will be contacted by student support. All academic progress and attendance are monitored by MACI. Students are able to gain advice and support in ensuring they maintain appropriate academic levels, attendance levels, and general support to ensure they achieve satisfactory results in their studies.

b) Personal Issues

There are a number of personal issues that can have an effect on any student’s academic performance. Our student support officers are available to help any student however, if you personally chose to look for external help you can call:

• Study Melbourne Student Centre 1800 056 449 (24 hours)

• Lifeline Australia (Crisis Support and Suicide Prevention) 131114 (24 hours)

• Mensline Australia (Men specific) 1300789978 (24 hours)

• Crisis Accommodation Melbourne 1800825955 (24 hours free call)

• Safe Steps Family Violence Response Centre 1800015188 (24 hours free call)

• Gambling Help 1800858858 (24 hours)

The following support services are free. However, please check with your mobile phone provider about call charges.

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c) Accommodation

MACI does not offer any accommodation services or take any responsibility for accommodation arrangements. However, MACI can refer students to the appropriate living services to help any students with accommodation difficulties.

All students are encouraged to have accommodation organised prior to arrival in Australia but the Student Support Officer can refer students to appropriate accommodation services.

d) Social Programs

Student support may occasionally organise social events that will allow current students of MACI to mingle and socialise These events may range from cultural and sightseeing events, to dinners, excursions and sporting events. MACI is open to all suggestions made by students.

e) Emergency Services

000 is the emergency number for police, ambulance and fire.

f) Medical Referrals

MACI can recommend medical facilities that are in walking distance from the school. Student support can assist students upon request in finding the most appropriate medical professional

The following lists the most convenient general medical practitioners around MACI:

• CBD Doctors Melbourne (03) 9077 9912 at 10/53 Queen St Melbourne VIC 3000.

• Collins Street Medical Centre (03) 9654 6088 at 7/267 Collins St Melbourne VIC 3000.

• Melbourne City Medical Centre (03) 9639 9600 at 68 Lonsdale St Melbourne VIC 3000.

g) Legal Services

MACI is able to provide some advice and guidance on a limited range of situations. Where the Student Support Officer feels it appropriate for you to gain professional legal advice they will refer you to an appropriate legal professional. Please visits these websites for further legal information:

• Legal Aid Victoria www.legalaid.vic.gov.au/lawyeratcourt.htm

• Study Melbourne Student Centre www.studymelbourne.vic.gov.au

• Consumer Action Law Centre www.consumeraction.org.au

• Tenants Union of Victoria www.tuv.org.au

Course Credit • Applicants must apply for credit transfers at enrolment time or within 28-days of course commencement and unit

commencement.

• Applicants wishing to apply for a credit transfer must apply using the credit transfer form.

• Applicants must present his/her statement of attainment or qualification so the Academic Manager can assess and map the unit/s presented for credit transfer against the unit/s proposed to be delivered by MACI.

• Applicants must provide Original documents or original duplicates documents from the issuing provider.

• Statements of attainment or qualifications should be in the correct format as outlined in the Australian Qualifications Framework.

• Documents will be verified with the issuing MACI if for any reason the MACI staff member questions the authenticity of the documents.

• Credit Transfer is different from Recognition of Prior Learning. (For detailed information, please refer to Course Credit Policy and Procedure)

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

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Academic Progress Policy and Procedure Policy This policy/procedure supports ‘Standard 8 – Overseas student visa requirements’ of the ‘National Code of Practice for Providers of Education & Training to Overseas Students 2018’. The following procedures will ensure that for all international students enrolled at Melbourne Advanced Commerce Institute (MACI), course progress is monitored, and students are given every opportunity to achieve the required progress for each course they are enrolled in. The following procedure also ensures that the progress of each overseas student is monitored to ensure the overseas student is in a position to complete the course within the expected duration specified on the overseas student’s CoE. Students are made aware of course progress requirements through a variety of methods:

- Pre-enrolment information provided to students.

- MACI Student Induction program undertaken on commencement.

- And throughout the program where students are identified as being at risk of not meeting the required attendance requirements.

This required course progress is identified as by the number of units assessed as ‘Competent’ within one Study Period (10-week term (Business), that is, a student must be deemed ‘Competent’ in at least 50% of the total number of units assessed throughout a study period. For the purposes of clarification, 50% of the total number of units is as follows:

Qualification Code and Title No of enrolled units per Study period

No of units required to complete to satisfy 50% academic requirement

BSB50215 Diploma of Business 2 1

BSB60215 Advanced Diploma of Business 2 1

A student who does not achieve at least 50% academic requirement for two consecutive study periods (2 terms) shall be considered in breach of the satisfactory course progress requirement. The following procedures outline a process to ensure that students are made aware and given opportunities to rectify the situation at the following stages:

• Notified when close to falling below the required course progress for a single study period • 1st Warning when falling below the required course progress for single study period • Breach Recorded Letter when student has failed to maintain satisfactory course progress in 2 consecutive terms or has not

responded to the 1st Warning letter in 5 working days.

Where students have been identified as at risk of failing to meet satisfactory course progress, all possible efforts shall be made to ensure that the student is given the opportunity to rectify their position, but where this is not possible their non-compliance of this requirement must be reported to the appropriate government agencies. The following procedures ensure course progress records are accurately kept and monitored for all students enrolled within each course. It allows for early detection of poor academic results and enables MACI and the students an opportunity to rectify the situation before reporting the failure to achieve satisfactory course progress requirement to the appropriate government agencies. All staff are to be made aware of the requirements of this policy through induction, regular meetings and updates and continuous improvement practices. Students are made aware of the satisfactory course progress requirements through enrolment processes and throughout the program.

Definitions

Satisfactory Course Progress Means obtaining a Competent (C) result in each unit undertaken. An international student must be deemed ‘Competent’ in at least 50% of the total number of units assessed throughout any given study period (term).

Not Yet Competent It is a grade/result given when a student attempts an assessment and does not manage to reach an expected level or when a student does not submit an assessment

‘At Risk’ Student not meeting satisfactory course progress requirements

‘Intervention’ It is a process for supporting students who, because of poor academic results, are identified as being at risk of failing to make satisfactory course progress

‘Unit of Competency’ Subject that student will study in the qualification

‘Special Consideration’ This term is used when a student who is experiencing significant difficulties or anticipates that he/she will have, in meeting assessment requirements due to serious illness or psychological condition, loss or bereavement, hardship or trauma, applies to have those factors considered in the determination of variation to assessment requirements or other special arrangements for learning and assessment.

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Attendance It is face to face contact with a trainer/assessor or equivalent attendance as approved by both the Training Manager and CEO

PRISMS Provider Registration and International Students Management System

Procedure- Recording Student Course progress The student’s academic results shall be recorded using the Student Management System. All students shall be deemed ‘Competent (C)’ or ‘Not Yet Competent (NYC)’ after completion of all assessment activities relating to each unit within the qualification they are enrolled. All assessment activities shall be conducted by qualified trainers/assessors using MACI’s assessment tools/methods and recording processes as required. It is the responsibility of each individual Assessor to ensure that all assessment decisions are reported to student administration through the submission of all assessment records as each assessment is undertaken. As each assessment decision is recorded the student file is to be submitted to student administration for data entry. All academic results are entered in to the Students Records Management System by Student Administration. It is the Administration Manager’s responsibility to ensure the Students Records Management System remains up to date and is monitored as described below.

Procedure - Monitoring Student Course progress The Administration Manager will monitor student course progress via the Students Records Management System and action, as required, any student whose satisfactory course progress is at risk of falling below the required level. This monitoring will occur every Five (5) weeks. The Academic Manager will also regularly monitor student’s satisfactory course progress regularly and shall be informed of any student at risk of breaching satisfactory course progress requirements. Initial Notification Every Five (5) weeks the Administration Manager will review the satisfactory course progress of all students. The Administration Manager shall issue Unsatisfactory Course Progress Notification Letter indicating to the student that they have fallen below 50% academic performance for the term to date, and failure to achieve Competency in further units undertaken within the current term may result in a risk of failing to achieve satisfactory course progress for the term. The letter shall remind the student that failing to achieve this satisfactory course progress in two consecutive terms will be deemed to be in breach of Student Visa requirements and will be reported to the Department of Home Affairs via PRISMS. The student is to be given the opportunity to be counselled to improve their academic progress. If student fails to improve their academic progress after the completion of the term, an intervention strategy will be instigated. First Official Warning Letter When a student’s projected satisfactory course progress falls below 50% for a completed single term, the Administration Manager shall issue a First official warning letter. This letter will indicate that the student must contact MACI to organise an appointment with Academic Manager/Compliance Manager/CEO to discuss their poor academic performance and develop strategies or plan to ensure that they stay above the 50% academic progress requirement for the following Term. The intervention strategy is instigated at this stage. At the meeting, the student is to be informed of their progress requirements and an individualised intervention plan for support is to be set in place for the student. Refer to the ‘Intervention Strategy Policy & Procedure’. The letter will also remind the student that failing to achieve the required satisfactory course progress in two consecutive terms will be deemed to be in breach of Student Visa requirements and will be reported to the Department of Home Affairs via PRISMS. In all cases where the student does not respond to written communication within 5 working days, the Administration Manager will attempt to contact the student via telephone. If contact is still not made, then the Administration Manager will inform the Compliance Manager and CEO, and gain approval to issue a breach recorded letter or take appropriate action in regards with student’s enrolment. Intervention Strategy The Intervention strategy is developed, agreed and implemented as per the Intervention Strategy Policy & Procedure. Breach Recorded Letter When a student’s projected satisfactory course progress falls below 50% for 2 consecutive terms, the Administration Manager shall issue a Breach letter letter indicating that they have failed to be deemed Competent in more than 50% of units undertaken for two consecutive completed terms. The student is to be informed that because of their unsatisfactory course progress they are going to be reported to Department of Home Affairs for unsatisfactory satisfactory course progress in their course of study. The student will also be informed of their ability to access the complaints and appeals process to appeal this decision and have 20 business days to do so. If the student does not initiate an appeal or complaint process within 20 days, the report shall be submitted to Department of Home Affairs via PRISMS. Where a student decides to go with the appeals process (by following the processes outlined in the Complaints and Appeals Policy and Procedure) and is able to provide evidence of extenuating circumstances that prevented them from maintaining satisfactory course progress, the supporting evidence must be maintained on the student’s file and the projected academic records adjusted accordingly.

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Where a student is able to provide evidence that the satisfactory course progress records are incorrect they will also be adjusted accordingly, and action taken to prevent such errors re- occurring. The student’s projected satisfactory course progress will be adjusted and re-calculated so that it can be determined whether any further warning letters or action needs to be implemented in line with this policy and procedure. The student shall be notified in writing of the outcome of the appeal and their revised satisfactory course progress, along with any warning letters corresponding to their satisfactory course progress rate. Where a student’s appeal is not successful they will be notified in writing of the outcome and informed that the breach of satisfactory course progress requirements will be reported. All letters, records, and notes on any communications surrounding the student’s course progress shall be maintained on the student file. MACI will report unsatisfactory course progress in PRISMS in accordance with section 19(2) of the ESOS Act if:

• The Internal and External complaints processes have been completed and the decision/outcome is against the

overseas student, OR

• The overseas student has chosen not to access the internal complaints and appeals process within the 20-working

day period, OR

• The overseas student has chosen not to access the external complaints and appeals process, OR

• The overseas student withdraws from the internal or external appeals processes by notifying the registered provider

in writing.

Procedure - Reporting Breach of Student Academic Progress Students will have 20 business days from the date the Breach letter is processed to appeal the decision by accessing the Complaints and Appeals Policy and Procedure. If they do not choose to use this option, then they shall be reported as indicated. It is the responsibility of the Administration Manager to report the student’s breach within 5 business days of the student’s appeal period expiring and inform the student of the report in writing. A copy of all letters, details of any phone calls made, any reports from meetings or any other communication with the student in relation to the appeal are to be maintained in the individual student file.

Deferment, Suspension or Cancellation Policy and Procedure Policy

This policy is to ensure that MACI has and implemented documented process for assessing, approving and recording deferment or

suspension of study as requested by overseas student, including maintaining a record of any decision. Department of Home Affairs

(DHA) is advised of appropriate changes to an international students' circumstances whilst being enrolled at MACI.

Procedure - Deferral or Suspension

Students may be able to temporarily defer the commencement of their studies or temporarily suspend their enrolment after commencement where they have a good reason to do so. MACI may defer or suspend the enrolment of the student on the grounds of compassionate or compelling circumstances. These circumstances could include, but are not limited to:

▪ Serious illness or injury, supported by the medical certificate states the student’s inability to attend classes;

▪ Bereavement of close family members such as parents or grandparents (Where possible a death certificate should be

provided);

▪ Major political upheaval or natural disaster in the home country requiring emergency travel and this has impacted on the

student’s studies;

▪ A traumatic experience which could include:

▪ Involvement in, or witnessing of a serious accident;

▪ Witnessing or being the victim of a serious crime, and this has impacted on the student (these cases should be supported by

police or psychologists’ reports);

▪ Inability to begin studying on the course commencement date due to delay in receiving a student visa.

Please Note: These are only some of the examples of what may be considered compassionate or compelling circumstances.

The Administration Manager will use their professional judgment and to assess each case on its individual merits and may refer to the CEO for final discretion. When determining whether compassionate or compelling circumstances exist, MACI will consider documentary evidence provided to support the claim and will keep copies of these documents in the student’s file.

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A student applying to defer his/her enrolment must do so by completing an ‘Deferment, Suspension or Cancellation Request Form’ and submitting it to Student Administration. This application to defer must include in detail the ‘compassionate or compelling circumstances’ to support the temporary deferral of the start date of their studies.

A student wishing to temporarily suspend their studies after commencement must complete an ‘Application to Defer, Suspend or Cancel enrolment’ and submit to Student Administration. This application for suspension of study must include (in detail) the ‘compassionate or compelling circumstances’ to support the temporary suspension of studies.

The Administration Manager will:

1. Review all applications for deferral or suspension and determine if the application for deferral or suspension is to be granted

or rejected within 3 working days.

2. Ensure the student is informed in writing of the outcome of their application for deferral or suspension. This Letter will also inform international students that the deferment or suspension may affect their student visa and they are advised to contact Department of Home Affairs in relation to the status of their student visa.

3. In the case of a student application being rejected the written notification to the student will also be informed of their ability

to access the complaints and appeals policy and procedure if they wish to appeal the decision.

4. Maintain all documentation related to deferral or suspension application on the students file.

5. Notify Department of Home Affairs via PRISMS of the decision regarding granting deferment or suspending an international

student enrolment (It is mandatory to notify Department of Home Affairs if the deferment/suspension duration is more than

14 days). This includes reporting the change to the overseas student enrolment under section 19 of ESOS act.

6. Inform the student in writing to seek advice from Department of Home Affairs on the potential impact on his/her student visa.

It is the student’s responsibility to collect revised COE from the college for any deferral/suspension made. The student can also use the COE to inform Department of Home Affairs of the revised end date of the course where their Visa requires extension.

Requests for deferment/suspension may be denied for students who are in arrears with the payments or in breach of the Student Code of Conduct.

Procedure - Student Initiated Cancellation

A student may cancel their enrolment where they have decided to discontinue studying with MACI. Student must not have any outstanding tuition fee prior applying for cancellation of enrolment, if the course has commenced, student will have to make the payment for the tuition fee for that particular study period.

Students wishing to cancel their enrolment must complete an ‘Application to Defer, Suspend or Cancel Enrolment’ and submit to Student Administration.

The Administration Manager will:

1. Maintain all application documentation for the cancellation of enrolment on the students file

2. Notify Department of Home Affairs via PRISMS of the decision to cancel the enrolment as a result of the student’s request.

3. Ensure the student is informed in writing of the outcome of their application for cancellation. This written notification will also

inform an international student that the deferment or suspension may affect their student visa and they are advised to contact

Department of Home Affairs in relation to the status of their student visa.

Students will be required to refer to their Enrolment Acceptance Agreement and the Refunds Policy and Procedure for details of the refund arrangements in place where an enrolment is cancelled.

Procedure - Provider Initiated Deferral

The CEO may defer an enrolment where the course is not being offered at the proposed date, site, or any other reason the CEO deems necessary to cancel the course. In such cases a refund shall be processed as required or alternative courses offered. Please refer to Policy and Procedure - Fees, Charges and Refund.

Procedure - Provider Initiated Suspension or Cancellation

MACI may suspend or cancel a student enrolment including but not limited to, on the basis of:

• Misbehaviour by student

• Breach of student code of conduct or ethical behaviour

• The student’s failure to pay an amount he or she was required to pay to MACI to undertake or continue the course as stated

in the written agreement

• Breach of course progress or attendance requirements by the overseas student, which must occur in accordance of National

Code 2018 Standard 8.

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Where MACI decides to suspend or cancel the overseas student’s enrolment, the Administration Manager, before imposing suspension or cancellation, will inform the student in writing:

• The intention to suspend or cancel the student enrolment and the reason for doing so.

• That the student will have 20 working days to appeal through MACI Complaints and Appeals policy and procedure in accordance

with National Code Standard 10. The student enrolment will not be cancelled or suspended until after this appeal period has

passed.

• Where the student enrolment is to be suspended, the length of the suspension must be included.

• Where the enrolment is to be cancelled the effective date of the cancellation (at least 20 working days from the date of the letter).

• International students must also be informed that MACI is obliged to inform Department of Home Affairs via PRISMS after the 20

day period of the suspension or cancellation and this may affect their student visa.

• International students will be advised to contact Department of Home Affairs in relation to the status of their student visa.

The Administration Manager will: 1. Maintain all application documentation for the suspension or cancellation of enrolment on the students file.

2. Notify Department of Home Affairs via PRISMS of the decision to suspend or cancel the enrolment as a result of the international

student’s request only after the appeals period has passed.

3. Where an international student decides to access the complaints and appeals policy and procedure within 20 working days, the

student must not be reported until the process has finished.

Complaints and Appeals

If the applicant chooses to enact the complaints and appeals process:

1. This must be lodged within 20 working days from the date of issue. 2. If the student opts for appeals process, the suspension or cancellation of the student’s enrolment will not take effect until the

process is completed, unless there are extenuating circumstances relating the student’s welfare. 3. Students who are already enrolled will thus continue to be enrolled and their course progress will continue to be monitored. 4. If the appeal is not upheld or the student withdraws from the appeal process, then the Institute must report the student to

Department of Home Affairs via PRISMS.

For more details, please refer to Complaints and Appeal Policy and Procedure.

REFUND POLICY AND PROCEDURE

The purpose of this policy and procedure is to outline Melbourne Advanced Commerce Institute’s position on refund of tuition fees and the collection of outstanding tuition fees.

This policy and procedure applies to all MACI staffs who are responsible for the processing of refunds and / or collecting outstanding tuition fees; and / or attending to student queries in respect to refund and payable tuition fees.

1.0 Provider Default

1.1 Provider default is applicable in the following situations.

1. The course does not begin on the agreed commencement date, or

2. The course ceases to be provided at any time after it commences but before it is completed, or

3. The course is not provided in full to the student because a sanction has been imposed on the registered provider or any other reason.

This applies to all students at Melbourne Advanced Commerce Institute (MACI)

In the unlikely event that the college is unable to deliver your course in full, you will be offered a refund of any Tuition Fee paid in advance for the default course. The refund amount will be calculated as follows:

The refund amount = weekly tuition fee x the number of weeks in the default period

a. The weekly tuition fee = total tuition fee for the course / number of calendar days in the course x 7. This amount is rounded up to the nearest whole dollar.

b. The number of weeks in the default period = number of calendar days from the default day to the end of the period to which the payment relates / 7

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The refund will be paid to you within 2 weeks of the day on which the course ceased being provided. Alternatively, you may be offered enrolment in an alternative course by MACI at no extra cost. You have the right to choose whether you would prefer a refund of course fees, or to accept a place at another college. If you choose placement in another course, we will ask you to sign a document to indicate that you accept the placement. If MACI is unable to provide a refund or place you in an alternative course the Tuition Protection Service will be responsible for providing refunds or providing assistance to locate an alternative. However, students are primarily responsible for finding another college which will accept them into an alternative course.

REFUND PROCEDURES:

The student will need to supply in writing to MACI the nominated method of re-imbursement.

The fee will be refunded to the student within 14 days of the written request being received.

2.0 Visa refused before Course Commencement

2.1 In the event where student’s initial visa is not granted.

If the student’s visa has been refused, the refund amount shall be calculated as follows under section 9 of the refund specifications:

The refund amount = the total course fee minus 5% of the course fee received up to a maximum of $500

The total course fee also includes any non-tuition fee paid.

REFUND PROCEDURES:

I. The student will need to supply in writing to MACI the nominated method of re-imbursement. II. The fee will be refunded to the student within 14 days of the written request being received.

Note: A written request for refund and proof of visa refusal from the Immigration Department must be sent to MACI no later than four weeks after visa refusal.

2.2 In the event where a student enrolls in a Package Program and the first course has commenced and the student

visa is refused before the commencement of second course.

The refund amount will be calculated for the student for the commenced course as follows




If the student has paid any tuition fee for the second course, the refund will be calculated as

The refund amount = the total course fee minus 5% of the course fee received up to a maximum of $500

REFUND PROCEDURES:


Note: A written request for refund and proof of visa refusal from the Immigration Department must be sent to MACI no later than four weeks after visa refusal.

2.3 No proof of refusal from the Immigration Department.

No Refund

3.0 Visa refused after commencement date

3.1 In the event that a student’s visa is rejected, and the course has commenced.

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Tuition fee does not include any non-tuition fee that might have been paid by the student.

REFUND PROCEDURES:


Note: A written request for refund and proof of visa refusal from the Immigration Department must be sent to MACI no later than four weeks after visa refusal. 4.0 Cancellation before commencement date

4.1 In the event that the student cancels their enrolment and requests a refund in writing 10 weeks or more prior to the course commencement.

A 70% refund of Monies paid for tuition fees will be issued to the student.

4.2 In the event that the student requests a refund in writing 6 weeks up to 9 full weeks prior to the course commencement.

A refund of 50% of monies paid for the tuition fees will be issued to the student.

4.3 In the event the student requests a refund in writing 5 full weeks or less prior to course commencement

NO Refund

4.4 If a student requests to defer to any following intake/s before the commencement of the course initially applied for due to personal reasons.

No refund towards initial deposit.

5. 0 Cancellation on or after commencement date

5.1 Withdrawals notified in writing and received by the College on the commencement date or after the semester commences.

No refund.

Includes all monies paid to college for overseas student health cover (oshc), airport pick up, accommodation booking and board.

5.2 There is a student default due to any of the following reasons.

I. The student failed to pay an amount he or she is liable to pay in order to undertake the course. II. The student breached a condition of his or her student visa.

III. Misbehavior by the student

No refund will be issued to a student either before or after commencement of course.

5.3 If a student fails to attend a course after the start of the Course.

No refund for all amount paid to MACI.

5.4 In the event that the student seeks and is granted approval by MACI to transfer to another provider prior to completion of six months study of the principal course.

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No refund will be issued of any course money paid in advance.

5.5 If a Student chooses to pay Tuition Fees on an instalment basis on an agreed payment plan. No refund will be issued for any course money (paid on instalment basis). Instalments paid will be for course fees due and payable to the college for services already rendered. 6. 0 Conditions

6.1 At the time of enrolment any Credit Transfer (CT)/ Recognition of Prior Learning (RPL) will be discussed & granted after the

student provides sufficient evidence, If the Credit Transfer allows shortening of the duration of the course pro-rata fees will be worked out and offered to the student. Once the student accepts this offer, there will be no further reduction of the fee.

6.2 Fees not listed in this refund section are not refundable. Prior to a student enrolling fees may be altered without notice. Once

a student has completed enrolment, fees will not be subject to change for the normal duration of the course. If a course length is extended by the student, then any fee increases will be required to be paid for the extended component of the course.

6.3 Prior to a student enrolling fees may be altered without notice. Once a student has completed enrolment, fees will not be

subject to change for the normal duration of the course. If a course length is extended by the student, then any fee increases will be required to be paid for the extended component of the course.

6.4 If a student withdraws after any number of deferments. The date on the original CoE will be considered for the purpose of

determining the date of commencement of semester/course in relation to the college refund policy and other related polices 6.5 Refunds will only be paid to the person who paid the fees in the first place. 6.6 Should the college cease to trade for any reason the Australian government through the Tuition Protective service (TPS) will

either find you a new provider or arrange for the refund of fees paid. (tps.gov.au) 7.0 Tuition Protection Service

Melbourne Advanced Commerce Institute, at its own cost, participates in the Tuition Protection Service (TPS) to protect the interest of both MACI and its students. TPS is an initiative of the Australian Government to assist international students whose education providers are unable to fully deliver their course of study. The TPS ensures that international students are able to either:

• complete their studies in another course or with another education provider, or

• receive a refund of their unspent tuition fees.

In the unlikely event the education provider is unable to deliver a course that the student has paid for and does not meet their obligations to either offer an alternative course that the student accepts or pays the student a refund of the unspent prepaid tuition fees (this is called a provider’s ‘default obligations’), the TPS will assist the student in finding an alternative course or to get a refund if a suitable alternative is not found.

The Tuition Protection Service (TPS) aims to protect the considerable investment international students make in Australian education, and to protect and enhance Australia’s global reputation. For more information on TPS for international student, please visit: https://tps.gov.au.

Overseas Student Transfer

Policy

The following policy and procedure ensure that Melbourne Advanced Commerce Institute (MACI) processes request for students to transfer from or to other training providers in accordance with ‘Standard 7 – Overseas Student Transfers’ of the ‘National Code of Practice for Providers of Education & Training to Overseas Students 2018’.

MACI is restricted from enrolling transferring students prior to a student completing 6 months of their principal course of study. This means MACI will not knowingly enrol an overseas student transferring to MACI from another RTO, who has not completed

https://tps.gov.au/

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at least 6 months of their principal course without meeting specified criteria outlined in the ESOS National Code 2018. However, there are some exemptions applied which are discussed in the procedure below. This policy details the procedures for assessing applications to transfer within this 6-month period.

The procedures outlined below will ensure that it does not enrol any transferring international student prior to the 6 months of

their principal course being completed unless the previous provider has recorded releasing information on PRISMS.

Students who have studied longer than this period of 6 months can apply as normal. The relevant information is provided through PRISMS where the releasing provider records this information. The following procedures have been separated into ‘Incoming students’ and ‘Outgoing students.’

Procedures

Any requests that are received in relation to a student willing to transfer education providers shall be the responsibility of the Administration Manager/Officer. The Administration Manager/Officer shall assess the applications to transfer education providers and conclude an outcome based on the following procedure. Requests to transfer to MACI from another Training Provider

The following procedure is relevant to any student who applies for a course within MACI and is currently studying onshore with another registered provider.

For this procedure to be completed the applicant must provide a copy of their passport (along with original passport to certify the

copy) to look up PRISMS. Once this information is obtained the following steps are taken:

i. Administration Manager/Officer accesses the student information via documents provided by student along with a copy of his/her passport. The current student visa can be verified by Visa Entitlement Verification Online (VEVO). They are to ascertain if the length of studies completed in their current Principal course of study is greater than 6 months.

ii. If they have completed more than 6 months of their principal course of study, the application process proceeds as normal as for all students.

iii. Where a student has NOT completed 6 months of their principal course of study, the relevant information is checked where the previous provider has recorded releasing information on PRISMS.

iv. If no releasing information is found, MACI will not enrol the student, who have not completed 6 months of their principal course of study.

v. If student release is found and the student has no outstanding matters of concern, the application proceeds as normal as for all applicants.

vi. If no satisfactory information is obtained from PRISMS regarding such applicant, the application will not be processed, and the student will be informed in writing about the outcome of his/her application.

MACI will not knowingly enrol an overseas student transferring to MACI from another RTO, who has not completed at least 6 months of their principal course, except where any of the following applies:

• Releasing RTO, or the course in which the overseas student is enrolled, has ceased to be registered;

• Releasing RTO has had a sanction imposed on its registration by the ESOS agency that prevents the overseas student

from continuing his or her course at that registered provider;

• Releasing RTO has agreed to the overseas student’s release and recorded the date of effect and reason for release in

prisms;

• Any government sponsor of the overseas student considers the change to be in the overseas student’s best interests

and has provided written support for the change

Note that in the very rare circumstances where the original institution or course has ceased to be registered, or sanctions have been placed on the original institution by the Australian government which do not allow the student to continue with the course, MACI will not consider ‘release’ information on PRISMS. Evidence of this occurrence would be placed in the student file. Requests to transfer from MACI to another Training Provider

The following procedure is relevant to those students willing to transfer to another education provider prior to completing six (6) months of their principal course of study at MACI.

i. Students make a written request (must be in person with submission of Cancellation of Enrolment Form) to Administration

Manager/Officer to transfer to another provider.

ii. The student is asked to provide a valid ‘Letter of Offer’ from the new provider authenticating the transfer and the student

is able to provide a letter indicating the benefits of transferring from their current course of study.

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iii. Circumstances in which MACI will grant the transfer request because the transfer is in the overseas student’s best

interests, including but not limited to where MACI has assessed that:

▪ MACI has cancelled/ceased to offer the students program as outlined in the written agreement

▪ Government considers the change to be in the student’s best interest, if they are a sponsored student (written

confirmation from sponsor required)

▪ Overseas student will be reported because they are unable to achieve satisfactory course progress at the level they

are studying, even after engaging with the intervention strategy

▪ There is sufficient evidence of compassionate or compelling circumstances

▪ There is evidence that the overseas student’s reasonable expectations about their current course are not being met

▪ There is evidence that the overseas student was misled by the registered provider or an education or migration agent

regarding the registered provider or its course and the course is therefore unsuitable to their needs and/or study

objectives

▪ An appeal (internal or external) on another matter results in a decision or recommendation to release the overseas

student

▪ Exceptional circumstances (documentation required to support circumstances).

In assessing the application to transfer, the Administration Manager/Officer will check the following points:

▪ Ensure any outstanding fees are paid

▪ Ensure the student is fully aware of all issues relating the transferring of providers.

iv. Once the above points have been addressed by the Administration Manager/Officer, student’s enrolment at MACI will be

cancelled and student release information will be recorded in PRISMS. The student will also be advised of the need to

contact Department of Home Affairs (DHA) and check if their existing visa allow them to study the intended course. Any

issues will be reported to the CEO.

v. The Administration Manager/Officer reports the student’s termination of studies to the appropriate government agency(s)

via PRISMS.

vi. Where the transfer is not in the best interest of the student, the request to transfer to another RTO will be refused. Reasons

for refusal may include but are not limited to:

▪ Outstanding payment

▪ New course location or outcome is not suitable to student situation

▪ Provider is not a CRICOS registered provider

▪ The welfare of the student is compromised

vii. This decision of the appropriateness of the transfer will be made by the Administration Manager/Officer and shall be given

to the student in writing. The above process should not take more than 5 working days once the student has provided the

necessary documentation

viii. In an event where the student’s application of transferring to another provider is refused, the overseas student will be

informed in writing about student’s right to appeal against the decision.

ix. Overseas Student will have access to MACI’s Complaints and Appeal processes. Students can appeal against the

decision within 20 working days after the outcome was informed to the student.

x. MACI will not finalise the student’s refusal status in PRISMS until the appeal finds in favour of the registered provider, or

the overseas student has chosen not to access the complaints and appeals processes within the 20-working day period,

or the overseas student withdraws from the process.

xi. All requests, considerations, decisions and documentation to be placed in student’s file for 2 years after the overseas

student ceases to be an accepted student.

xii. The approval of transfer of a student to another institution does not indicate the agreement to provide any refund.

Unique Student Identifier (USI) The Unique Student Identifier (USI) is a reference number that is made up of numbers and letters. It gives students a USI account that is linked to the National Vocational Education (VET) data collection that allows a student to see all their training results from all providers. If you do not provide MACI with a valid USI then no certificate will be given upon the completion of your course.

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Additional Fees

Student Code of Conduct Students are required to follow all rules and instructions of staff from MACI. Students are required to act in a non-discriminatory manner at all times and respect the rights of other students, staff and visitors. Where a student is found to have acted in a way that MACI has deemed to be misconduct, we will implement disciplinary actions immediately. This may take the form of suspension, exclusion or expulsion from MACI.

Internal and External Complaints and Appeal Policy and Procedures 1.0 Policy

The intent of this policy is to ensure fairness and justice to complaints and appeals management with MACI, including: 1.1 All related parties have the right to access into complaints and appeals procedure and all evidence will be considered

1.2 Those matters which are not relevant to the complaint or appeal will not take into account.

1.3 The reviewer/decision maker will be fair, professional and transparent without bias when conducting the assessment of the

complaint or appeal.

1.4 The procedure will be implemented at no cost to students

1.5 A complaint and appeal will be assessed within 10 workings days of the formal lodgment of the complaint or appeal and

supporting information/documents are taken to finalize the outcome as soon as practicable. The outcome of complainant

or appellant will be given a written statement including details of the reasons for the outcome to the student. MACI will

immediately advise the student and implement any decision in the event of any favorable outcome to the student.

1.6 All Records of formal Complaints and outcomes will be kept confidentially and filed in student’s admin file.

1.7 The complaints and appeals policy and procedure are detailed on the International Student Acceptance Agreement and is

provided to all prospective students before offering them an eCoE.

1.8 Students are allowed to have their own nominee to accompanied and assisted them at any stage in the internal complaint

or appeal process

1.9 Students may raise any matters of concern relating to student academic progress, assessment, curriculum, quality of course

delivery, academic achievement in a course and awards in a course, sexual harassment, discrimination, unfair treatment,

concerns about campus facilities environment, and other issues that may arise. A complaint can be in relevant with another

student, MACI staff, MACI management, any matter in relevant to study at MACI or a third party delivering service on MACI

behalf (if relevant).

1.10 MACI classified complaints and appeals into two categories: Informal Complaints and Appeals and Formal Complaints and

Appeals.

Other Course Costs that may be incurred (Non-tuition):

Administration Fee (Change of confirmation of Enrolment -ECOE) $200.00

Application Fee (No refundable) $250.00

Late Fee / Payment Plan Late Fee Penalty $100.00

Credit card payments e.g. Visa and MasterCard 1% surcharge

Credit card payments from American Express 3% surcharge

Re-issuance of Student ID $10.00

Re-Issuance of Course Completion Letter $20.00

Re-Issuance of Certificate, Statement of Attainment and/or Record of Results $50.00

Recognition of Prior Learning (RPL) per unit (non-refundable) $200.00

Extension of Confirmation of Enrolment (eCOE) administration fee $100.00

Extension of CoE weekly fee Cost will vary per course

Reassessment Fee (per unit) $200.00

Bank Charges on processing refund such as Telegraphic Transfer or draft fees will be deducted from refund

Maximum Bank fee of $40

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1.11 If the complaint is not resolved through informal procedures, students may initiate a Formal Complaints and Appeals Process

within 5 workings days of the incident. The written complaint will then be acknowledged by the Institute within 5 business

days with an outline of the process to be followed and an estimated timeframe for resolving the complaint. Any expected

delay is required to be explained. Should a delay be encountered once the complaint handling process has been

commenced, this is required to be advised in writing with a revised period. Review of the complaint will begin within 10

business days of the Institute receiving the formal written lodgment of the complaint.

1.12 In the following matters, A formal Internal appeals must be lodged within 20 workings days of notification of an intention to

report the student to Department of Home Affairs (DHA) in order to be taken into account by MACI.

• Unsatisfactory course progress

• Unsatisfactory attendance

• Non-payment of fees

If the student has chosen not to access the internal complaints and appeals process within 20 working day period, MACI must report the student on above matters after 20 workings days. If the student has accessed the internal and external complaints handling and appeals process within given 20 working days, MACI will not report the student through Provider Registration and International Student Management System (PRISMS) for above matters until:

• the internal and external complaints processes have been completed and the breach has been upheld

• the student has chosen not to access the external complaints and appeals process

• the student withdraws from the internal or external appeals process by notifying MACI in writing

1.13 MACI will advise the student of their right to access an external complaint handling and appeals process, if the student is

not successful in MACI internal complaints handling and appeals process. The advice will be given to student within 10

workings days of completion of internal complaints handling and appeals process.

1.14 Throughout the complaints and appeals process, MACI will maintain the student’s enrolment while the internal complaints

and appeals process is ongoing and will keep all parties involved of the steps taken throughout the process

2.0 Procedures

In following each stage, student will get notified in writing of the outcome with the reasons for decision within specific timeframe, and the [Complaints and Appeals Register] will get updated accordingly.

2.1 Stage 1 – Informal Complaints and Appeals

Informal Complaints are those NOT logged on the Complaints and Appeals Form. Student with an issue, questions or complaint can attempt to resolve the matter via discussion, negotiation and agreements with following MACI staff members who are responsible to try and resolve the issue, question or complaint with the student:

• Trainer

• Trainer Manager

• Administration Manager

• Student Support Officer

• CEO

Further investigation will be conducted if necessary and follow up with another meeting with student to discuss the outcome and offer a solution if appropriate. Students who are not satisfied with the outcome of the complaints are encouraged to register a formal complaint which is the next stage.

2.2 Stage 2- Formal Complaints

If complaints are not resolved through an informal process, students can register a formal complaint by:

• collecting the Complaints and Appeals Form which can be requested from the reception or any Administration officer.

• Return the completed Complaints and Appeals Form to Administration Manager/Student Support Officer

• Once the Complaints and Appeals Form is lodged, it will be dealt in the formal complaint process.

The formal complaints process will commence within 10 working days of the formal lodgment of the Complaints and Appeals Form with supporting document/information. The complainant will get notified of the outcome/solution in writing within ten (10) workings days from the commencement of the complaint process. If a complaint investigation time exceeds the above timeframe, MACI will notify the complainant in writing, the reason, and new expected timeframe to resolve the complaint. In this process, if a complainant is not satisfied with the outcome, MACI will advise their right to access an Internal Appeal Process in next stage.

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2.3 Stage 3- Internal Appeal Process -General

If a complainant is not satisfied with the outcome of the formal complaint, they will be advised their right to access an appeal in writing to the CEO, the Student Support Officer, the Administration Manager, or the Training Manager of MACI within ten (10) working days of receiving the notification of the outcomes/decisions of the formal complaint. The reviewer will initiate all necessary consultation and investigate with complainant and other relevant person to determine a solution of the appeal. The outcome will provide to the complaint in written with detailed reasons for the decision, within ten (10) working days from the commencement of processing. If an appeal process exceeds the above timeframe, reviewer will notify the complainant in writing, the reason, and new expected timeframe to make a determination of the appeal. The reviewer may:

• uphold and confirm the decision

• vary the decision

• set the decision aside and substitute a new decision

2.4 Stage 3- Internal Appeal Process – Assessment

If a student feels they have been unfairly assessed or there are circumstances that impacted their performance, they can appeal an assessment decision by obtaining an Assessment Appeals Form from reception. First, a student should approach their trainer/assessor in this case, outlining the reasons of their appeal.

Then, if the assessor/trainer considers there are reasonable grounds for the appeal, he/he may decide to re-assess the student. The trainer/assessor should document this process along with the outcome noted on the Assessment Appeals Action Report, and forward to Administration Team to record the appeals in Complaints and Appeals register. All supporting document should be placed in the student file.

However, if the assessor/trainer decides to refuse the student an opportunity for re-assessment, the student may lodge a formal appeal by submitting an assessment appeal form. The student must provide reasons and supporting document for the appeal by directly hand over the Student Support Officer or Administration Manager, or via email to [email protected]. Students will be responded by email/post acknowledging the receipt of their appeal with a copy of complaints and appeals policy within ten (10) working days from the lodgment. If the students appeal is refused, the outcome will be sent in writing including detailed reasons of the decision. The notification will also include the student of his/her right to access the external appeals process and the authority that they can seek.

2.5 Stage 4- (If applicable) Continuous improvement

If there is any issue arising during an informal complaint, formal complaint, or an internal appeal which is found to be a systemic issue which needs to implement improvement. The relevant staff who is dealing with the case should report in writing via email to CEO to address the matter. CEO can initiate a Management Group Meeting to discuss the matter which can be recorded and be used as part of the continuous improvement activities of MACI.

2.6 Stage 5 – External Appeal Process

The purpose of the external appeals process is to consider whether RTO has provided a fair and equitable process and adhered to its complaint and appeals policy procedure, not to change the decision already made in regards to initial complaint or appeal. For example, if an appellant appeal against his or her assessment outcomes and appeals the decision, the external appeals process (if accessed) will consider the way in which the internal appeal was conducted; it would not make a determination change the assessment outcome. The student can appeal externally to ASQA or to the Overseas Student Ombudsman who investigates complaints about the actions and decisions of private registered education providers in connection with overseas students.

External Appeals:

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The purpose of the external appeals process is to consider whether RTO has provided a fair and equitable process and adhered to its complaint and appeals policy procedure, not to change the decision already made in regards to initial complaint or appeal.

For example, if an appellant appeal against his or her assessment outcomes and appeals the decision, the external appeals process (if accessed) will consider the way in which the internal appeal was conducted; it would not make a determination change the assessment outcome.

The student can appeal externally to ASQA or to the Overseas Student Ombudsman who investigates complaints about the actions and decisions of private registered education providers in connection with overseas students.

Organisation: Overseas Student Ombudsman (http://www.ombudsman.gov.au/ )

Contact point:

Online Complaint Form: https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=oco-complaint-form Call: 1300 362 072 (within Australia) Outside Australia call +61 2 6276 0111. Enquiries 9 am to 5 pm Monday to Friday (AEDT) Postal: GPO Box 442 Canberra ACT 2601. Melbourne Office: Level 6, 34 Queen Street, Melbourne VIC 3000

http://www.ombudsman.gov.au/

http://www.oso.gov.au/

https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=oco-complaint-form

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Complaints And Appeals Form

Student’s Personal Details

Full Name: Date Of Birth

Position of Complainant/Appellant:

Phone No:

Email:

Address:

If the complainant is student, please provide the following details

Student ID:

Course Code:

Complaint/Appeal details

Complaint Details Date of the cause of the complaint: _____________ Reason for the complaint: □ Any staff member (please provide the name)____________________ □ Services (Please specify)_____________________ □ Other (Please Specify) ______________________ Have you complained about the issue before? □ yes □ No If yes, please give the date, the complaint was lodged: _______________

Appeal details Date to which this appeal refers to:_____________ Reason for the appeal: □ Assessment outcome □ Any outcome of your application. □ Any disciplinary action to be taken against you. □ other (please specify below):

Course Name:

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Complaint/Appeal Summary (Please give detailed explanation of complaint/appeal and attach any supporting evidence )

Declaration □ All the information provided in this form is correct and accurate to the best of my knowledge. □ I am happy to attend any meeting with relevant persons required to resolve the issue. Signature: Date: