Policies and procedures

​​Education Queensland International (EQI) is committed to delivering high quality education programs and services.

It is important that you read and understand your International Student Programs (ISP) standard terms and conditions (PDF, 476KB)​ as these form part of your written agreement with EQI.

EQI’s International Student Programs (ISP) – subclass 500 (schools) visa policy provides an overarching framework for EQI schools and homestay providers hosting students on a subclass 500 (schools) visa.

EQI ensures clear processes are in place to help you understanrd how EQI supports your safety, wellbeing and study goals. Links to these processes are listed under the headings below.

Enrolment processes and ensuring your safe arrival​

• Enrolment and arrival processes
  
• Deferring your enrolment prior to arrival
• Student orientation support
  
• Transferring schools​
  

Accommodation and​ welfare

• Accommodation options and changing welfare arrangements
  
• Accommodation and welfare support for students in homestay
  
• Incident management support for students in homestay
  
• Travel approvals for homestay students
  
• Homestay student placement with EQI approved homestay providers​
  

Processes supporting your schooling and visa requirements

• Course progress support
  
• Attendance support
  
• Behavioural, wellbeing and study support
  
• Suspending your enrolments for compassionate or compelling reasons that may impact impacting your attendance
  
• Distance education support​
  

Frequently used fo​rms

• ISP request to defer commencement form​ (PDF, 180KB)
  
• ISP student transfer request form (PDF, 244KB)
  
• ISP temporary suspension request form (PDF, 192KB)
  
• ISP refund request form (PDF, 252KB)
  
• ISP travel and activities request form (PDF, 430KB)
  

Othe​r processes

Cancellatio​ns

You may cancel your enrolment at any time as outlined in the ongoing enrolment – subclass 500 (schools) visa procedure.

EQI may cancel your enrolment as defined in the ISP standard terms and conditions (PDF, 476KB) of your enrolment agreement and as required by Australian law. You will find further information about this cancellation process outlined in the relevant attendance, course progress or ongoing enrolment​ procedure.

Complaints and appeals

You should always try to resolve dissatisfaction with your school in the first instance. The complaints and appeals process is independent, freely available and accessible at no cost to you or your representative.

• Complaints and appeals –​ subclass 500 (schools) procedure​
  

Ref​unds

EQI’s refund policy is defined in the ISP standard terms and conditions (PDF, 476KB)​. The amount you are refunded depends on the circumstances outlined in the refund policy. To obtain a refund, you must submit a completed refund request form.

Additional resources for school staff

School staff should refer to the ISP VET guidelines (PDF, 376KB) to ensure your school is able to meet required obligations under the Education Services for Overseas Students Act 2000 (ESOS Act). Additional internal resources are available for school-based staff. To obtain access, please email EQInternational@qed.qld.gov.au.

The department’s policy management framework (PDF, 636KB) and resulting policy instruments contained within the Policy and Procedure Register​ prescribe further obligations and responsibilities when working in the department.