Important Information
For more information on Refunds, Complaints, Appeals or the ESOS Framework, please click on one of the below links:
Refunds
Complaints
Appeals
ESOS Framework
Refunds
The International Refund Policy is established to provide a fair equitable process for students. This policy covers all international students of Aviation Australia. The policy will only be varied where a contract of agreement exists to show otherwise.
Policy
Aviation Australia applies the following procedure regarding payment of refunds of tuition fees to fee-paying international students.
Full Refunds
A student is eligible to receive a full refund of tuition fees paid if:
- A student cancels their enrolment due to their visa being denied for study in Australia. In this case the student’s fees can be transferred to enrolment on an alternate course conducted by Aviation Australia, or a full refund less the administration fee can be processed.
- A student cancels their enrolment due to a serious medical condition affecting them or a member of their immediate family. In this case the student’s fees can be transferred to enrol them on an alternate course conducted by Aviation Australia, or a full refund less the administration fee will be processed.
- A student cancels their enrolment due to bereavement. In this case the student’s fees can be transferred to enrol them on an alternate course conducted by Aviation Australia, or a full refund less the administration fee will be processed.
- Aviation Australia is unable to provide a course offered. In this case the student’s fees can be transferred to enrol them on an alternate course conducted by Aviation Australia, or a full refund can be processed.
Partial Refunds
A student is eligible to receive a partial refund of tuition fees paid if:
- Aviation Australia withdraws an offer of enrolment which was based on incorrect and/or incomplete information provided by the applicant. The refund will be the total amount of tuition paid less an administration fee and the course deposit amount paid which is non refundable in this case.
- (Engineering/English Language) The applicant decides not to commence studies after accepting an offer of enrolment:
- Greater than 12 weeks prior to nominated course commencement date: Full refund of monies paid less an administration fee.
- Less than 12 weeks prior to nominated course commencement date: The refund will be the total amount of tuition paid less an administration fee and the course deposit amount paid which is non-refundable in this case.
- (Engineering/English Language) A student who has paid the full semester fee, withdrawals from the program after it has commenced, will not be eligible for a refund of any fees that are paid for the current semester of training. If an advance payment for future semesters has been paid, this will be refunded to the student.
- (Cabin Crew) A student who has paid the course fees and withdrawals from the program after it has commenced, will not be eligible for a refund of any fees that are paid for the current course of training.
- (Cabin Crew) The applicant decides not to commence studies after accepting an offer of enrolment:
- Greater than 12 weeks prior to nominated course commencement date: Full refund of monies paid less an administration fee.
- Less than 12 weeks prior to nominated course commencement date: Applicant is not eligible for a refund of any fees that are paid for the current course of training
Conditions for Payment of Refunds
To claim a refund, contact Training Services/Finance Department and complete AA Form A0-32 Request for Refund. All requests for refunds must be made in writing.
- Written advice will be forwarded to the student within 14 days of receipt of request for refund. This advice will outline the amount of refund and how it was calculated in accordance with the above policy.
- In all cases of student default resulting in a refund, payment will be made within 28 days of the default day in accordance with the ESOS Act 2000, sections 27-29 and associated Regulations 2001, paragraph 3.19.
- In all cases of provider default resulting in a refund, payment will be made within 14 days of the default day in accordance with the ESOS Act 2000, sections 27-29 and associated Regulations 2001, paragraph 3.19.
- Refunds will be made payable to the student or the students sponsors, as necessary.
- Refunds will normally be paid in AUD.
- Any bank charges incurred in the refund process will be deducted from the remittence.
Remittance of Refund
- All refunds for which a student is eligible will be forwarded to the student in his or her home country, unless the student is transferring to another institution in Australia, in which case any refund may be remitted to that institution.
- Aviation Australia will provide the student with a statement detailing the calculation of the refund.
Dispute Resolution Procedure
If you disagree with the way Aviation Australia has calculated the refund, you may lodge an appeal. This must be in writing and addressed to:
Fee Refund Appeal
Aviation Australia
PO Box 1038
Eagle Farm
QLD 4009
This internal appeal procedure does not limit your right to seek other legal remedies outside of Aviation Australia. You have the right to take further action under Australia’s consumer protection laws.
Complaints
As required by legislation of the Queensland Education (Overseas Students) Act, Aviation Australia as a registered provider is committed to notifying, assisting and providing details pertaining to the Aviation Australia policy, for handling dispute resolution between any student and Aviation Australia.
Student communicates the problem to an Instructor(s)/Trainer(s)/Tutor(s) concerned if comfortable to do so.
Failing satisfaction, the student will communicate the problem (preferably in writing) to the Technical Training Manager and, if necessary, the Technical Training Manager may consult an External Body.
Where possible, a joint discussion between the three parties concerned will be arranged.
When the grievance cannot be resolved through this process, Aviation Australia shall refer the student to external avenues available to them including the appropriate legal entity.
Note:
- The dispute resolution process outlined above does not prevent a student from exercising their rights to other legal remedies.
- International students concerned about the conduct of Aviation Australia may contact officers of the department involved in the administration of the Queensland Education (Overseas Students) Act.
- The Chief Executive Officer of Education Queensland has power under the Queensland Education (Overseas Students) Act to suspend or cancel the registration of a provider or a course.
Appeals
Any student how has grounds for believing that they have been unfairly assessed in either an academic or administrative decision, may appeal the outcome. Appeals must be submitted within 10 working days of the date the decision was formally presented to the student in writing; with the exception of international students having up to 20 working days from the date on a "Letter of Notification" to access Aviation Australia's appeal process. In the first instance such concerns should be raised with the relevant staff member. If still unsatisfied following discussion, the student my lodge a formal appeal in writing to the General Manager Operations seeking a resolution.
ESOS Framework
Essential Information on the Educational Services for Overseas Students (ESOS) Act and Student Visa Reforms for International Students
Detailed information on the Act may be obtained from the following web sites:
www.deewr.gov.au
www.immi.gov.au/students/index.htm
What is the ESOS Act?
The ESOS Act 2000 codifies the provision of education to students from overseas studying in Australia. Its provisions are legally enforceable, are subject to sanctions for breaches, and include:
- A National Code
- Creation of an ESOS Assurance Fund
- Obligations on providers
- Stronger monitoring and enforcement powers for Commonwealth agencies
At the same time, amendments to the Migration Act have introduced new visa regulations that set out risk assessment levels, package course reform and automatic visa cancellation for non-compliance (including unsatisfactory academic progress).
To whom does the Act apply?
The Act applies to all providers of education and training programs registered on CRICOS (Commonwealth Register of Institutions and Courses for Overseas Students), their agents and associates, (the Act itself does not impose obligations on students although they are covered by it).
All staff, agents and associates dealing with international students must understand the requirements of the Act and National Code and the obligations imposed on them.
What is CRICOS registration?
CRICOS registration is the process by which both the providers of courses to international students, and courses themselves are registered on the Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS). Each provider is given a CRICOS number and each program offered by the provider has to be registered with a corresponding code before it can be marketed or offered to international students.
Aviation Australia's provider number is 02425C. This must appear on all documentation, including websites, accessible by international students.
What is the National Code?
The National Code is a schedule of requirements that are legally enforceable and must be complied with by an institution that provides courses to overseas students.
Penalties and Suspensions
What are the penalties for breaches to the National Code or other provisions of the ESOS Act?
Breaches of the National Code, the ESOS Act or conditions of the provider's registration are punishable by fines, and/or imprisonment or the loss of the right to accept international students.
The DEEWR Minister may impose conditions on, or cancel/suspend a provider's registration. If registration is suspended or cancelled, a provider may only have limited dealings with international students. The Immigration Minister may also issue a suspension certificate.
What is the effect of a suspension certificate?
If a provider's registration is suspended, the provider cannot do anything to recruit or enrol international students for its programs; solicit or accept money from an international student for a program; or permit a student to commence a program.
What are the new powers that DIAC now has with regard to student visas?
The amendments to the Migration Act provide search and entry powers for DIAC officers and new investigatory powers for monitoring compliance with student visa conditions. Universities can be required to make available information or documents (for example international student records); employees of the university can be required to answer questions or give evidence; "authorised employees" of DIAC can enter university premises under a monitoring warrant or a search warrant.
What is the reporting process for training providers?
Training providers are required to report all breaches of the ESOS Act; changes to a student's enrolment including duration, intensity, suspensions, deferment, approved leave, program changes; and any non compliance by individual overseas students to DIAC via PRISMS, the Provider Registration and International Students Management System (the electronic system that holds CRICOS and the eCoE). It is the approved form for reporting information under the ESOS Act.
What is an eCoE?
An eCoE is the "electronic Confirmation of Enrolment" generated by the university through PRISMS once an international student has been accepted. The eCoE enables the student to apply for a student visa.
How much detail on a program should be included?
Information must include:
- General description of the program
- The qualification or accreditation gained on completion
- Duration of the program
- Teaching methods used (including any field trips or work experience)
- Assessment methods (this could include a statement on the types of assessment that may be used rather than specific details of assessment for particular courses)
Visas and Assessment
What are the most important changes in the new student visa regulations?
The new visa regulations now introduce Assessment Levels or ALs (5 levels, depending on country and sector), which determine requirements for financial ability, English proficiency and other matters. Students now apply for a visa relevant to their education sector. The visa sub-category relevant to Aviation Australia's International Courses at present is:
- 575 Non-award (including Exchange and Study Abroad)
Countries are divided into Assessment Levels 1- 4. In some cases countries have different AL ratings depending upon the program level (i.e. a different rating for undergraduate or postgraduate). For details on which country falls into which AL you may check the Department of Immigration and Citizenship website or contact Aviation Australia.
How does the assessment process work?
Student visa applicants will be broadly assessed against financial ability (ability to meet tuition and living costs), English language proficiency conditions and other criteria set against the Assessment Level (AL) of the country of citizenship. Higher evidentiary requirements have to be met for countries falling into AL 3-4 and lower evidentiary standards for A.L 1-2.
How does the AL of a country affect English Proficiency requirements?
If a student is from an AL 1-2 country the English Proficiency requirement is as required by the provider and if pre-course English language training is required the duration is at the discretion of the provider.
If a student is from an AL 3-4 country, DIAC requires a 6.0 IELTS for direct admission or 5.0 IELTS score and a maximum of up to 30 weeks English to attain 6.0 IELTS. TOEFL is no longer accepted by DIAC for AL 3-4 applicants.
What if a student needs an extension of visa to complete a program?
Students may extend their visa if they require the extra time to finish their program beyond the agreed duration. Student should contact the IEO so that an amended program end date may be entered into PRISMS, and then apply for a visa extension.
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