Policies and Procedures

RULES OF ENROLMENT

The Rules of Enrolment at BIC have been established by BIC Management to ensure that all enrolled students are able to experience a learning environment that allows all students to gain the maximum benefit from the courses undertaken and maximise their study outcomes.

The Rules of Enrolment include:

BIC Student Behaviour Standards
Payment of Fees
Course Progress

BIC STUDENT BEHAVIOUR STANDARDS

BIC Management and Staff do not discriminate against males or females. The training staff comprises of both male and female. Students are expected to behave at all times with courtesy and respect toward each other as well as the BIC staff.

Students are expected to uphold proper moral conduct at all times within all contact with fellow students and staff.
Coffee, tea, food or chewing gum will not be allowed in the classroom. There is a Non Smoking Policy on BIC’s property.
Students discovered to be under the influence of alcohol or illegal drugs will be asked to leave the BIC property immediately and may face enrolment cancellation.
Talking without permission during class is not allowed as this distracts fellow students and shows disrespect to training staff.
Student dress is to be clean, neat, tidy and modest. Personal hygiene must be of a high standard so as not to disturb or distract other students
Being punctual for the commencement of class is very important. A student who is late may not be allowed to enter the class. When late students enter class they must sit in the back of the class and exercise consideration so as not to disturb their fellow students already involved in class work.
Use of electronic equipment, such as cameras, video cameras, tape recorders and mobile telephones, is not permitted during classes. Students must ensure that watches or any other kind of equipment does not make noises, such as the sounding of alarms, during classes.

USI

USI stands for Unique Student Identifier, which is a reference number made up of 10 numbers and letters that:

creates a secure online record of your recognised training and qualifications gained in Australia, even from different training organisations
will give you access to your training records and transcripts (available in late 2016)
can be accessed online, anytime and anywhere
is free and easy to create and
stays with you for life

If you are a new or continuing student undertaking nationally recognised training, you need a USI in order to receive your qualification or statement of attainment. If you don't have a USI you will not receive your qualification or statement of attainment.

BIC is able to assist you to apply for a USI with your consent if you need. A consent form is available from the BIC office and website.

Your USI will give you access to an online record of the training you have done since 1 January 2015. You will also be able to produce a comprehensive transcript of your training. This can be used when applying for a job, seeking a credit transfer or demonstrating pre-requisites when undertaking further training.

You do not need a USI If you are an overseas student studying offshore and do not have

an Australian passport,
Australian entry visa or
other Australian proof of ID required to create a USI.

If you are a New Zealand citizen you cannot apply for a USI while overseas. You will require a USI if you undertake a VET course in Australia, and you will be able to apply for a USI once you have entered Australia with your NZ passport.

However, if you are an Australian expat or resident and have an Australian ID, you need a USI even if you do the VET course while outside Australia.

COURSE CREDIT POLICY

BIC Management and staff are committed to granting course credit where previous study, experience or current competencies are requested by enrolling students to be recognised in any course enrolment.

COURSE CREDIT PROCEDURE

The Enrolment Officer shall:

on receiving a request for course credit supply the student with a current Recognition of Prior Learning (RPL) Kit for the unit or units of competency /course that the student is seeking course credit for.
on receiving a completed RPL application from an enrolling student, pass the application onto the relevant training staff member as soon as possible.

Where a student has identified that he/she has completed relevant training products in previous enrolments at other colleges, BIC management will assess the student’s request for Course Credit.

All Nationally recognised training certification will be recognised by BIC management following verification.
The Course Credit assessment will be applicable to formal education where transcripts of formal learning is produced.

Where Course Credit is awarded, BIC management will:

register the change in course duration within the Confirmation of Enrolment (CoE) through PRISMS where course credit is granted for a unit/units of competency or course, prior to the confirmation of enrolment or if course credit is granted after initial enrolment and course commencement, submit a variation via PRISMS.
ensure that student who is granted course credit is provided with a ' Course Credit Report' identifying his/her successful application for course credit and his/her acceptance of the report is noted and signed.
ensure that the signed 'Course Credit Report' is filed within the student's record file and that the Overseas Student Contact Officer is advised of the student’s new course duration.

PAYMENT OF FEES

BIC must receive total fees in advance of the course delivery.

Course fees are payable by electronic funds transfer, direct deposit, credit card or cash payment at reception or you could mail a cheque payable to BIC.

The course money payment arrangements established during enrolment are to be maintained at all times. Where a student fails to meet their course money payment obligations, the student’s enrolment may be cancelled by BIC Management.

Students requiring advice concerning their current financial circumstances should seek an interview with the Overseas Student Contact Officer in the first instance.

COURSE PROGRESS

BIC is committed to monitoring the course progress of overseas students. Where a student may fall behind and record assessments that are below the competency score BIC training staff will provide the required support to assist the student through to the required competency.

In the case a student falls below 50% of the required competency score in a study period (i.e. term 10 weeks), training staff will contact the OSCO who will initiate the Course Progress Intervention Strategy, which will include but not limited to providing the student with:

counseling concerning the appropriateness and suitability of courses undertaken by the student.
guidance and reference to the units of competency where NYC’s have been recorded.
reduction in course load (refer to Course Load Monitoring Policy from BIC website)
additional English language support.
knowledge and practical skills support from units of competency (UOC) trainer/assessor
invitation for inclusion in supporting study groups or tutoring
assigning a trainer/mentor for ongoing monitoring
information concerning the rescheduling of re-assessment events.
information concerning the potential need to report the student to DIBP if they maintain unsatisfactory course progress for two consecutive study periods.
written DIBP notice advice.
complaints and appeals procedures.

Students requiring the Course Progress Intervention Strategy may wish to appeal their assessment result.

All due care is taken by BIC training staff to support the student to the place of competent completion of units. However, where a student records competency scores below 50% in two consecutive study periods, BIC management may commence enrolment cancellation procedures.

Where a student records ‘Not Yet Competent’ results in 50% of the units of study undertaken in two consecutive study periods, BIC Management will notify the student in writing of their intention to report their unsatisfactory course progress to Department of Immigration and Border Protection (DIBP). Students may appeal the decision (refer to the BIC complaints and Appeals Procedure).

COMPLIANTS AND APPEALS PROCEDURE

Students enrolled at BIC have ongoing access to a Complaints and Appeals procedure which features both an Internal and if necessary an External process. All complaints are dealt with in a constructive and timely manner at no cost to the complainant and shall be reported in BIC’s management meeting and ‘Stakeholder Feedback Form’ as well as the respondent will be informed of the complaint and has the right to make a respond. ‘Proposed Complaint Solution Form’ shall be raised and recorded on file, detailing the actions required and taken to arrive at satisfactory resolve of each complaint.

(*BIC maintains a complaints and appeals process on the basis of natural justice.)

STUDENTS COMPLAINTS AND APPEALS PROCEDURE

INTERNAL PROCESS

Students are advised of BIC’s complaints and appeals procedure during BIC’s Student Orientation and by BIC’s Overseas Student Handbook and BIC website.

Staff members

On receiving a written complaint the staff or the Overseas Student Contact Officer shall advise the complainant that the complaint will be reported to the next management meeting or dealt with within 10 days of submission, regardless of the staff member’s perception of the importance of their complaint.
The student should be informed that their enrolment at BIC is not at risk during the complaints and appeal process.
The staff member should advise the student that he/she may be accompanied and assisted by a support person of his/her choice at any relevant meeting during the process of the complaints and appeals process.
The staff member must advise the complainant, that their complaint, if not satisfactorily resolved by BIC’s management, may be directed externally to the Overseas Students Ombudsman (see below External Appeals).
The staff member may raise a ‘Stakeholder Feedback Form’ to identify the complainants’ grievance in an accurate manner, providing the same to the next scheduled management meeting.
All complaint documentation must be provided to BIC’s Management within 10 days of receiving the written complaint. When a Complaint is recognised as requiring more than 60 calendar days to resolve, BIC’s management must inform the complainant in writing, including reasons why more than 60 calendar days are required; and regularly update the complainant on the progress of the matter.

CEO / Management meeting

On receiving a client feedback form or written complaint detailing a grievance, the CEO or management meeting shall review the nature of the complaint and propose a solution to the complaint and the appropriate cause of action to satisfy the complainant’s grievance.
The CEO shall complete the ‘Stakeholder Feedback Form’ recording the proposed solution and advise the complainant of the proposed solution with the ‘Proposed Complaint Solution Advice’.
The ‘Proposed Complaint Solution Advice’ provided to the complainant shall include information and procedures concerning the complainant’s right to access the Overseas Student Ombudsmen at no cost to the complainant.
On satisfactory resolve of a Student Complaint the CEO shall ensure that a student signed copy is signed by the CEO and retained on the students file.

EXTERNAL APPEAL

Students who are not satisfied with the outcomes of a complaint or appeal that were submitted to BIC’s management may submit an appeal or complaint about this to the Overseas Students Ombudsman. The Overseas Students Ombudsman offers a free and independent service for overseas students who want to lodge an external appeal or have a complaint about a decision made by their training provider. Please visit the Overseas Students Ombudsman website http://www.oso.gov.au/about-us/ or phone 1300 362 072 for further information.

Complaints or appeals that may be referred to the Overseas Students Ombudsman for investigation may be about:

course admission refusals
fees and refunds
course or provider transfers
course progress or attendance
cancellation of enrolment
accommodation or work arranged by a provider
incorrect advice given by an education agent.

The Overseas Students Ombudsman will not investigate complaints about:

public providers (which are already covered by the State and Territory Ombudsman)
domestic Australian students
students from overseas who are not on a student visa (e.g. students studying on a visitor, working holiday or temporary business visa).

Complaints or External Appeal decisions reviewed by BIC’s management and found to be in favour of the student will be implemented by BIC’s management immediately or as soon as practicable.

On satisfactory resolve of an External Appeal the CEO shall ensure that a student signed copy is signed by the CEO and retained on the student’s file.

ENROLMENT DEFERMENT SUSPENSION AND CANCELLATION

BIC Management and staff are committed to assessing and recording all deferments, suspensions or cancellations of study, ensuring that students within the process are informed of their rights and provided with due care and where relevant opportunities of appeal.

Students who apply for deferment may do so on the basis of compassionate or compelling grounds.

Students who are contravening the ‘Rules of Enrolment’ at BIC may have their enrolment suspended or cancelled.

The Rules of Enrolment at BIC include:

BIC Student Behaviour Standards
Payment of Fees
Adequate Course Progress

DEFERMENT PROCEDURE

The Overseas Student Contact Officer must:

respond to each request for course study deferment by requiring a written request from the student that identifies the reason for which they require a course of study deferment.
on receiving a request for course study deferment ensure that the student is aware of BIC appeals process.
notify BIC management of the pending application providing a copy of the written request for consideration in the next BIC Management meeting.

BIC Management meeting shall ensure that the deferment request is considered on the grounds of the written request and ensuring that compassionate and compelling circumstances (which are beyond control of the student) are assessed where evidence of their validity is provided.

These circumstances may include, but are not limited to:

serious illness or injury, where a medical certificate states that the student was unable to attend classes
bereavement of close family members such as parents or grandparents (where possible a death certificate should be provided)
major political upheaval or natural disaster in the home country requiring emergency travel and this has impacted on the student’s studies
a traumatic experience which could include: involvement in, or witnessing of a serious accident; or witnessing or being the victim of a serious crime (these cases should be supported by police or psychologists’ reports)
where the registered provider was unable to offer a pre-requisite unit; or
inability to begin studying on the course commencement date due to delay in receiving a student visa.

DEFERMENT REQUEST RESPONSES

Following BIC management meeting where the student’s request is considered the Overseas Student Contact Officer shall:

ensure that the student is informed of the resulting decision of the BIC Management meeting in a timely manner.
ensure that all records of the request and supporting evidence are copied and placed on the students file.
maintain the enrolment of the student should the student seek an appeal through the internal or independent adjudicator appeals process.
ensure that the student is advised to contact the office of DIBP so that they are informed as to the impact of their deferment on their existing student visa.
ensure that the student is advised that their course fees may also be affected by a deferment.
report the student’s change of enrolment to DIPB via PRISMS as soon as practicable after a decision on deferment has been finalized and recorded by BIC management.
respond to advice from DIPB concerning the issuance of a new COE through PRISMS.

SUSPENSION OR CANCELLATION PROCEDURE

Where a student’s conduct has been found to violate BIC’s rules of enrolment and where warning has been provided the Overseas Student Contact Officer shall:

inform the student that his/her misconduct has resulted in a report being made to BIC management.
ensure that the student is aware that he/she may access BIC’s internal appeals process and independent adjudicator.
inform the student should a decision to suspend or cancel his/her enrolment is made by BIC management, that he/she has 20 working days to appeal following the decision. (BIC management has 10 days to commence the process after the appeal is received)
provide a written report to the next BIC management meeting detailing the misconduct offense and the manner in which their conduct has been dealt with thus far (the report should detail dates, times and persons involved).

SUSPENSION OR CANCELLATION RESPONSES

In receiving a report of misconduct BIC management shall:

validate the actions of all staff involved seeking further advice, verbal or written.
where necessary, seek further advice from the student or students involved maintaining an unbiased approach to the student or students involved.
decide whether an enrolment suspension or cancellation is warranted.
ensure that in upholding the decision to suspend or cancel the student’s enrolment, the student is informed in writing, stating the reason for BIC Management decision and reaffirming the student’s right to BIC internal appeals process and independent adjudicator within 20 working days.
maintain the student’s enrolment if the student chooses to access BIC internal appeals process except in the case of extenuating circumstances (definition follows).
only report the student’s change in enrolment to DIBP via PRISMS if the student does not appeal the decision or if the student requests an independent adjudicator,
report the student’s change in enrolment to DIBP via PRISMS before the outcome of any internal/external appeals process if extenuating circumstances exist.

Extenuating circumstances’ relating to the welfare of the student may include, but are not limited to the following. The student:

refuses to maintain approved care arrangements;
is missing;
has medical concerns, severe depression or psychological issues which lead the provider to fear for the student’s wellbeing;
has engaged or threatens to engage in behaviour that is reasonably believed to endanger the student or others; or
is at risk of committing a criminal offence.

TRANSFER OF STUDENT ENROLMENT

TRANSFER FROM ANOTHER PROVIDER

In order to qualify for course transfer, a student must have completed at least six months of his/her principal course of study unless:

the original registered provider has ceased to be registered of the course
the original registered provider has provided a written letter of release
the original registered provider has a had a sanction imposed on its registration by the Australian Government or state or territory government that prevents the student from continuing his/her principal course, or any government sponsor of the student considers the change to be in the student’s best interest and has provided written support for that change.

TRANSFER TO ANOTHER PROVIDER

In order to qualify for course transfer, a student must have completed at least six months of his/her principal course of study unless:

reasonable circumstances or compassionate grounds can be established, such as undue hardship or sickness in the family that prevents travel to or from BIC’s location of training
BIC has ceased to be registered as a Provider on CRICOS or the course has ceased to be registered.
BIC has a had a sanction imposed on its registration by the Australian Government or state or territory government that prevents the student from continuing his/her principal course, or
any government sponsor of the student considers the change to be in the student’s best interest and has provided written support for that change.

When a student requests a transfer of their enrolment to another registered provider, BIC enrolment staff member shall provide the student with advice on BIC’s procedures for applying for course transfer, including the need to formalise the request in writing stating the reasons for which they desire to transfer their course enrolment to another provider. A request may take as long as but will not extend past a 7-day assessment period and will not attract any fee.

COURSE TRANSFER REFUSAL

BIC may refuse an application for transfer where a transfer is considered detrimental to the student’s study progress.

BIC’s complaints and appeals procedure are available should a Release Refusal Letter be issued.

COURSE TRANSFER APPROVAL

Should a request for course enrolment transfer be granted, the student will be supplied with a BIC Letter of Release.

BIC will only provide a Letter of Release after the student has provided a letter indicating a valid enrolment offer from another registered provider.

COURSE FEE REFUND POLICY

COURSE MONEY REFUND PROCEDURES

Where a student believes that they have grounds for a course money refund, students should:

submit a written request for course money refund to the Overseas Student Contact Officer.
state valid reasons for their course money refund application.
allow 28 days for the application to be processed by BIC Management.

When receiving a written course money refund application, BIC’s Overseas Student Contact Officer shall:

present the application to BIC management
provide to the student in writing the resulting decision of BIC management and how the refund of course money has been calculated.
advise the student of his/her right to *appeal the decision of BIC management.

(*BIC maintains a complaints and appeals process on the basis of natural justice.)

This agreement, and the availability of complaints and appeals processes, does not remove the right of the student to take action under Australia’s consumer protection laws.

REFUND GUIDELINES

COURSE MONEY REFUND FOLLOWING PROVIDER DEFAULT

BIC will provide a full refund of Course Money paid in advance if:

the course ceases to be provided under any circumstance before the commencement of the course or the agreed starting date; or
the course cannot be provided because a sanction has been imposed on the registered provider under part 6 (ESOS Act) before the commencement of the course or the agreed starting date.

COURSE MONEY REFUND FOLLOWING STUDENT DEFAULT

BIC will provide a full refund less $200 administration fees to student where:

the student submits a written notice of withdrawal 28 days before the commencement of the course or the agreed starting date; or
the student, due to valid reasons, is unable to attend and has never attended to any of the training sessions.

BIC will provide a pro rata refund less $200 administration fees to student if the student decides to withdraw from the course within 4 weeks after the commencement of the course or the agreed starting date.

BIC will not provide a refund to student where:

a written notice of withdrawal is submitted within 28 days before the commencement of the course or the agreed starting date;
the student withdraws 4 weeks after the commencement of the course or the agreed starting date; and
the student’s study is terminated due to breach of his/her visa condition(s), or violation of BIC’s rules and policies or Australian laws and regulations.

CHANGE IN CONTACT DETAILS

There is a responsibility for each student to inform BIC administration of any changes in their particulars immediately upon the change occurring, including:

change of their full name
change of their address
change of nationality

RECOGNITION OF PRIOR LEARNING

RPL is a form of assessment that acknowledges skills and knowledge gained through:

formal training conducted by industry or education
work experience
life experience

The main principle of RPL focuses on the outcomes of learning rather than when or where the learning occurred. Evidence of competency is collected by the student and submitted to the nominated assessor and assessment is made based on the required industry standard within the relevant training package unit of competency. If you believe this may apply to you for any part of the course, then you should request an application kit during the enrolment process.