International Student Hotline
1300 363 079 - Monday to Friday 8.00am to 6.00pm
The Australian Government is committed to providing the highest quality education system and making sure that international students receive the support they need while they are studying.
If you are having problems with your study, safety, accommodation or at work, you can call the International Student Hotline, which is operated by the Department of Education, Employment and Workplace Relations (DEEWR):
- For advice on who you should contact, or
- To report your concerns.
There is no need to give your name.
Your education and training institution must help you with safety and welfare issues
Your education and training institution is required by law to assist you with problems which may arise when you are studying with them. They must also have a staff member for you to contact if you are having problems with adjusting to life and study in Australia.
- Make sure you know the contact person at your institution
- Always contact this person for help when you experience problems
Contact information:
Safety
If you feel threatened or have been injured, you should report the matter to the police in your state/territory.
Discrimination
If you believe you are experiencing discrimination at your educational institution, at work or elsewhere, contact the Australian Human Rights and Equal Opportunity Commission on 1300 656 410. www.hreoc.gov.au
Accommodation
If your accommodation is unsuitable, or you think your rent is too high, contact the Tenants’ Union or Advice Service in your state/territory.
Calls received
In June 2009 the International Student Hotline:
Received 162 enquiries from students (or their relatives/friends) relating to a range of issues including a change or transfer to another provider, the deferral, suspension or cancellation of a student’s enrolment, fee refunds and provider matters, appeal processes and student welfare.
- 136 of these were enquiries primarily in relation to the interpretation of the ESOS Act and National Code and were managed at the Point of Contact through the Call Centre; and
- 26 of these enquiries from students were complaints regarding a change or transfer to another provider, complaints and appeals processes, or the deferring, suspension or cancellation of a student’s enrolment:
- 23 of these complaints were managed at the point of contact. Of those, no calls related to student welfare issues (comprising safety, accommodation, discrimination, or issues with an education agent). In each instance, DEEWR provided advice or referred students to the appropriate agency for assistance; and
- 3 remaining complaints were referred to the ESOS Mailbox for resolution.
- 166 of these were enquiries primarily in relation to the interpretation of the ESOS Act and National Code and were managed at the Point of Contact through the Call Centre; and
- 29 of these enquiries from students were complaints regarding a change or transfer to another provider, fees and refunds, some visa issues as well as complaints and appeals processes:
- 21 of these complaints were managed at the point of contact. Of those, 2 calls related to student welfare issues (regarding misleading information from a provider). In each instance, DEEWR provided advice or referred students to the appropriate agency for assistance; and
- 8 remaining complaints were referred to the ESOS Mailbox for resolution.
DEEWR also managed a further 71 enquiries from providers in the month, who were seeking clarification of their rights or obligations under the ESOS legislative framework.
In July 2009 the International Student Hotline:
Received 195 enquiries from students (or their relatives/friends) relating to a range of issues including a change or transfer to another provider, the deferral, suspension or cancellation of a student’s enrolment, fee refunds, immigration issues, student welfare and provider closures.
DEEWR also managed a further 86 enquiries from providers in the month, who were seeking clarification of their rights or obligations under the ESOS legislative framework.
In August 2009 the International Student Hotline:
Received 270 enquiries from students (or their relatives/friends) relating to a range of issues including a change or transfer to another provider, deferral, suspension or cancellation of a student’s enrolment, fee refunds, immigration issues, student welfare and provider closures.
- 214 of these were enquiries primarily in relation to the interpretation of the ESOS Act and National Code and were managed at the Point of Contact through the Call Centre; and
- 56 of these enquiries from students were complaints primarily regarding provider closures, a change or transfer to another provider, fees and refunds or complaints and appeals processes:
- 43 of these complaints were managed at the point of contact. Of those, 1 call related to student welfare issues (issues with a person allegedly posing as a migration agent). In each instance, DEEWR provided advice or referred students to the appropriate agency for assistance; and
- 13 remaining complaints were referred to the ESOS Mailbox for resolution.
DEEWR also managed a further 86 enquiries from providers in the month, who were seeking clarification of their rights or obligations under the ESOS legislative framework.
The remaining calls were from agents, government agencies or other unidentified sources.
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