Overseas student support servicesOverseas student support services

Overseas student support services

1. The registered provider must support the overseas student in adjusting to study and life in Australia by giving the overseas student information on or access to an age and culturally appropriate orientation program that provides information about:
   1. support services available to assist overseas students to help them adjust to study and life in Australia
   2. English language and study assistance programs
   3. any relevant legal services
   4. emergency and health services
   5. the registered provider’s facilities and resources
   6. complaints and appeals processes as outlined in Standard 10 (Complaints and appeals)
   7. requirements for course attendance and progress, as appropriate
   8. the support services available to assist students with general or personal circumstances that are adversely affecting their education in Australia
   9. services students can access for information on their employment rights and conditions, and how to resolve workplace issues, such as through the Fair Work Ombudsman.
2. The registered provider must give relevant information or provide referrals as appropriate to overseas students who request assistance in relation to the services and programs set out in Standard 6.1, at no additional cost to the overseas student.
3. The registered provider must offer reasonable support to overseas students to enable them to achieve expected learning outcomes regardless of the overseas student’s place of study or the mode of study of the course, at no additional cost to the overseas student.
4. The registered provider must facilitate access to learning support services consistent with the requirements of the course, mode of study and the learning needs of overseas student cohorts, including having and implementing documented processes for supporting and maintaining contact with overseas students undertaking online or distance units of study.
5. The registered provider must designate a member or members of its staff to be the official point of contact for overseas students. The student contact officer or officers must have access to up-to-date details of the registered provider’s support services.
6. The registered provider must have sufficient student support personnel to meet the needs of the overseas students enrolled with the registered provider.
7. The registered provider must ensure its staff members who interact directly with overseas students are aware of the registered provider’s obligations under the ESOS framework and the potential implications for overseas students arising from the exercise of these obligations.
8. The registered provider must have and implement a documented policy and process for managing critical incidents that could affect the overseas student’s ability to undertake or complete a course, such as but not limited to incidents that may cause physical or psychological harm. The registered provider must maintain a written record of any critical incident and remedial action taken by the registered provider for at least two years after the overseas student ceases to be an accepted student.