Complaints and appeals process

​Complaints and ap​peals

​​​​​​​​​​​​​​Standard 8  of the National Code of Practice for Providers of Education and Training to Overseas Students (‘National Code’) states that education providers, registered on the​ Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS), to provide courses to overseas students must have a complaints and appeals process which is independent, easily and immediately accessible and inexpensive for the parties involved. This procedure outlines the processes followed by Education Queensland International (EQI) and DET International in relation to Standard 8 and EQI’s complaints and appeals processes.  


S​​tude​nts

Overseas students enrolled in an EQI program (‘student’) should refer to their Enrolment Agreement for details on how to:

  • resolve a complaint informally;

  • make a formal complaint if their complaint cannot be resolved informally;

  • appeal a decision of the Director, International Student Programs, EQI:

    • to report them for failing to maintain satisfactory attendance or course progress;
    • to refuse a request by the student to defer or suspend their enrolment;
    • to suspend or cancel their enrolment (initiated by EQI);
    • to refuse a request for a transfer; or
    • regarding a formal complaint made to EQI.  
  • make an external appeal to the Queensland Ombudsman.

Students may bring a support person to assist them at any meeting.  Students can ask for help writing a formal complaint or appeal (for example, from their parents, homestay provider or a lawyer). EQI does not charge a fee for using the complaints or appeals process.  


Com​​​plaints

Informal complaint

School Inter​national Student Coordinator

Students should discuss any complaints about their school, course, living arrangements or welfare (if they are in homestay accommodation), informally with the school’s international student coordinator.  

The international student coordinator will meet with the student, assist the student and try to resolve the complaint informally. 

School Principal

Students should discuss any complaint about their international student coordinator or a decision he or she has made, with the school principal.  

The principal will meet with the student, assist the student and try to resolve the complaint informally.

Formal complaint

Students may make a formal complaint if their complaint cannot be resolved informally.  

Operations Manager, International Student Programs, EQI

Upon receipt of a complaint, the Operations Manager, International Student Programs, will check the complaint complies with the requirements set out in the student’s Enrolment Agreement, as follows: 

  • Is the co​mplaint about a decision to which the appeals process (below) applies? 
    • ​​If yes, the complaint will be sent back to the student with instructions on what they need to do to make an appeal.
  • If the complaint was made by email (to EQInternational@det.qld.gov.au), does the email:
    • identify the student’s name
    • include in the subject line of the email “Complaint – International Student” and the name of the student’s school; and
    • provide details of the complaint, how the student has tried to resolve it and the outcome they seek.  
  • If not, the​ complaint will be sent back to the student with instructions on what they need to do to make a compliant formal complaint. 
  • If the complaint was made by post, does the complaint give sufficient details for the complaint to be investigated (e.g. does it provide the details listed above)? 
    • If no, contact the st​udent and tell them what they need to do to make a compliant formal complaint.

The Operations Manager, International Student Programs will acknowledge receipt of a compliant complaint in writing and commence the complaint resolution process within 10 working days of receiving a formal complaint.  

The Operations Manager, International Student Programs will make a recommendation to the Director, International Student programs about a decision on the complaint.

​Directo​r, International Student Programs, EQI

The Director, International Student Programs, will make a decision about the complaint and advise the student of the decision and reasons for the decision as soon as possible.    

A​​ppeals

Students can appeal a decision of the Director, International Student Programs, EQI:

  • to report them for failing to maintain satisfactory attendance or course progress;
  • to refuse a request by the student to defer or suspend their enrolment;
  • to suspend or cancel their enrolment (initiated by EQI);
  • to refuse a request to transfer to another EQI school or another CRICOS registered provider; or
  • regarding a formal complaint made to EQI.  

If the student does not appe​​al

If the student does not appeal a decision within the required timeframe, the decision takes immediate effect.  


 

​​Internal appeals

Executive Director, DET Int​​ernation​al

Upon receipt of an appeal, the Executive Director, DET International, will check that the appeal complies with the requirements set out in the student’s Enrolment Agreement, as follows: 

  • • Is the appeal about a decision to which the appeals process (above) applies? 
    • If no, co​ntact the student and tell them what they need to do (e.g. make a formal complaint).
  • Was the appeal received by the end of the 20th working day after the student was given the decision? 
    • If no, respond to the student, in writing, indicating that the appeal was not received within the required timeframe, the decision made by the Director, ISP has taken effect and inform the student about what this means for them (depending on whether the decision was about reporting unsatisfactory attendance, reporting unsatisfactory course progress or cancellation of enrolment). 
  • If the appeal was made by email, does the email:
    • identify the student’s name
    • include in the subject line of the email “Appeal to Executive Director, DET International”; and
    • include all relevant information, including why the student thinks the decision should be changed.  
  • If the appeal was made by post, does the appeal give sufficient details for the appeal to be investigated and resolved (e.g. does it provide the details listed above)? 
    • ​​If no, contact the student and tell them what they need to do to make a compliant appeal.

The Executive Director, DET International will acknowledge receipt of a compliant appeal in writing and commence internal appeal process within 10 working days of receiving the compliant appeal.  

The Executive Director, DET International will make a recommendation to the Deputy Director-General, Training and Skills about a decision on the appeal.

Deputy Director-General, Training and Skills​

The Deputy Director-General, Training and Skills, will make a decision about the internal appeal and advise the student of the decision and reasons for the decision as soon as possible.    

If the decision supports the student, EQI will immediately take any action required to comply with the decision of the Deputy Director-General, Training and Skills.


Extern​al appeals

If a student is not satisfied with the decision of the Deputy Director-General, Training and Skills, they can lodge a complaint (External Appeal) with the Queensland Ombudsman. EQI and DET International will comply with any decision the Ombudsman makes.  If the decision of the Queensland Ombudsman supports the student, EQI will immediately take any action required to comply with the decision of the Queensland Ombudsman.

Students can also contact the Australian Government Department of Education and Training (‘DET Commonwealth’) at any time if they have a complaint.  Please note that DET Commonwealth will only intervene if it thinks that EQI’s conduct fails to meet the requirements of the National Code of Practice for Providers of Education and Training to Overseas Students and will not substitute its decisions for decisions EQI or DET International has made.  A complaint to DET Commonwealth is not a part of our appeals process.  


EQI’s a​​ctions durin​​​g the appeal process

If a student appeals a decision of EQI, EQI will not implement the decision:

  • for decisions to suspend or cancel enrolment – until the internal appeal process is concluded and the process supports EQI’s decision, unless there are extenuating circumstances relating to the student’s welfare; or
  • for decisions to report students to authorities through PRISMS (e.g. for failure to maintain satisfactory attendance or course progress) – until any external appeal process is concluded and the process supports the decision of the Deputy Director-General, Training and Skills​. 

 

Further in​formation​ ​​

If you have any queries about making a complaint or lodging an appeal, please contact the Operations Manager, International Student Programs, EQI at EQInternational@det.qld.gov.au​​ or phone +61 7 303 44583.​

Thank you! We appreciate your feedback.

Rate this page

How useful was the information on this page?

Other feedback (optional)
Last reviewed 07 February 2016
Last updated 02 September 2016