Policies and procedures

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

Where to start

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.

Our 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.

We make sure clear processes are in place to help you understand how EQI supports your safety, wellbeing and study goals. These processes are below.

Enrolment processes and ensuring a safe arrival

• Enrolment procedure for
  • application, enrolment and arrival processes (including transfer from another Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) registered provider)
  • deferring your enrolment prior to arrival
    
• Student orientation procedure for pre-arrival orientation
  

Accommodation and welfare

• Welfare management procedure for accommodation options and changing welfare arrangements
  
• Incident management procedure for
• support for students in homestay
• managing incidents involving a student in homestay
  
• Recruit and on-board homestay providers procedure for
• schools engaging homestay providers for their student where homestay accommodation is required
• approval and on-boarding of homestay providers
  
• Student homestay placement procedure for schools placing their student in an approved homestay accommodation
  
• Homestay provider management procedure for
• schools to monitor approved homestay accommodation including; BlueCard monitoring, conducting home visits and managing informal complaints or issues regarding the homestay
• schools to exit approved homestay accommodation from the program
  
• Non-routine travel and activities for homestay students procedure for
• students requesting approval for high-risk activities
  
• high-risk activities are as defined in the ISP standard terms and conditions (PDF, 476KB) (see the travel and activities policy)
  

Processes supporting your schooling and visa requirements

• Student orientation procedure for
• arrival orientation
• ongoing orientation and support
  
• Incident management procedure for managing incidents involving a student in homestay
  
• Course progress procedure for
• student’s course progress requirement
• course progress monitoring, intervention and reporting processes
  
• Attendance procedure for
  
• student’s attendance requirement
• attendance monitoring, intervention and reporting processes
• temporary suspension of enrolment
  
• Student management procedure for
• variation of enrolment (change of: Queensland state school, course, year level or course duration)
• monitoring and management of unpaid fees, student discipline and cancellation
  
• Transfer procedure for student withdrawal and transfer to another CRICOS registered provider
  
• Distance education support for study one or two subjects through a state school of distance education
  

Frequently used forms

• 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)
• ISP variation of enrolment form (PDF, 263KB)
• ​ ISP change of welfare submission form (PDF, 308KB)

Other processes

Cancellations

Students may cancel their enrolment at any time as outlined in the student management – 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. Further information about this cancellation process outlined in the relevant attendance, course progress or student management procedure.

Complaints and appeals

Students 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
  

Refunds

EQI’s refund policy is defined in the ISP standard terms and conditions (PDF, 476KB) (see refund policy section). 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 (PDF, 253KB).

Additional resources for school staff

Schools delivering Vocational Education and Training (VET) components to international 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 and prescribe further obligations and responsibilities when working in the department.​