Overview

While we hope that you have a meaningful and rewarding learning experience with New Horizons Australia Institute of Technology, we understand that sometimes we may not always get things right. In these cases, we have developed policies and procedures to manage student complaints.

New Horizons is committed to providing an effective, efficient, timely, fair and confidential grievance handling procedure for all students.

Complainats are entitled to access the grievance procedures regardless of the location of the campus at which the grievance has arisen, the Complainant’s place of residence or mode of study.

This policy does not replace or modify policies or any other responsibilities which may arise under other policies or under statute or any other law.

Also, the dispute resolution procedures outlined below in this document do not circumscribe an individual’s rights to pursue other legal remedies. If a student chooses to access this policy and procedure, New Horizons will maintain the student’s enrolment while the grievance and appeals process is ongoing.

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Policy

Refunds and Cancellations

New Horizons Australia Institute of Technology (referred to here after as the Institute) only makes available refunds under certain conditions. Should you wish to cancel your course and seek a refund the following conditions apply.

  • The request must be made in writing on a Refund Application Form which can be obtained from the Student Support Officer. The completed form should be submitted to Reception. To assist the Institute, you must clearly state the reasons for the refund request and supporting documentation must be supplied where applicable.
  • Where the Institute is advised of your cancellation in writing 28 days or more prior to your course commencement date, tuition, paid to the college are refunded in full within 28 days less $350 application fee and/or $350 enrolment acceptance fee.
  • Where the Institute is advised of your cancellation in writing less than 14 days prior to your course commencement date, 50% of tuition fees are refunded within 28 days less $350 application fee and/or $350 enrolment acceptance fee.
  • Where you fail to commence a course within one week after the course commencement date your agent will be notified, your CoE will be cancelled and your first 50% of fees will be paid to the Institute as well as the $350 application fee and/or $350 enrolment acceptance fees and $500.00 materials fee.
  • Tuition fees that are paid in advance are refunded in full within 28 days when your Student Visa Application is rejected in writing by The Department of Home Affairs before your course start date. You will be refunded in full less $350 application fee and/or $350 enrolment acceptance fee.
  • Where there are exceptional circumstances beyond your control such as illness or bereavement, application for an exceptional circumstance refund for illness or bereavement must be supported by certified documents such as a Doctor’s certificate and/or other relevant documents verifying the situation. Decisions regarding exceptional circumstances refunds are at the discretion of the Chief Executive Officer. Please note that this does not apply where the Australian Government has cancelled a visa as a result of a breach of visa conditions or rejected a renewal of a visa.
  • Where the course starts on the agreed start date and you commence the course on this date but later seek to cancel your enrolment, you may only cancel your enrolment at the end of a term. Where you seek to cancel your enrolment mid-way through a term, the entire term must be paid for in full.
  • Where your enrolment is cancelled as a result of academic misconduct, misbehavior, or the exhaustion of the intervention strategy, no refund will be provided for material fee, application fee and/or enrolment acceptance fee, and course fee for the term yet to commence.
  • Where your enrolment is cancelled because the Australian Government has cancelled a visa as a result of a breach of visa conditions or rejected a renewal of a visa, no refund will be provided for material fee, application fee and/or enrolment acceptance fee, and course fee for the term yet to commence.
  • Your notice of cancellation is not effective until New Horizons Australia Institute of Technology, receives a completed New Horizons Australia Institute of Technology Refund Application Form with supporting evidence.
  • Where a refund is applicable, the refund will be made within four weeks of receiving a completed Refund Request Form.
  • Fees are not transferable to another student or institution but may be transferred to another course within New Horizons Australia Institute of Technology at the discretion of the Chief Executive Officer.
  • All approved refunds are made payable to and sent to the student in Australian dollars. A refund calculation explanation as to how the refund was calculated will accompany the student refund payment.
  • Bank charges may be deducted for refunds made by bank draft or electronic transfer.
  • All refund considerations will be strictly limited to the total of monies which the Institute has actually received. The refund calculation will not include:
    • Any application fees and/or enrolment acceptance fees charges by the Institute
    • OSHC expenses
    • Expenses for travel
    • Bank charges
    • Accommodation expenses
    • Personal expenses including personal insurances
    • Proportion of course money received for the proportion of the course provided to the student before the default date;
    • Agents’ commission paid either directly by the student or through the Institute on behalf of the student whether the commission was paid before or after monies were received by the Institute.
  • If a student’s transfer to another provider is approved, the student is subject to the normal refund policy conditions.

This refund and cancelation policy above is summarised in the table below::

Circumstance Refund
The course starts on the agreed start date but the student cancels within 28 days of the course starting
  • 100% of course fees
  • 0% of application fees and/or enrolment acceptance fees
  • 100% of material fees
The course starts on the agreed start date but the student cancels 14 days before the course starts
  • 50% of course fees
  • 0% of application fees and/or enrolment acceptance fees
  • 100% of material fees
The course starts on the agreed start date, but the student does not start on the agreed start date and has not previously withdrawn from the course or advised of visa cancellations in writing within an agreed time period prior to the course start date or the student cancels or withdraws from the course either before or after the agreed starting date.
  • 50% of course fees
  • 0% of application fees and/or enrolment acceptance fees
  • 0% of material fees
The course starts on the agreed start date, but the students visa application was refused by the Department of Home Affairs
  • 100% of course fees
  • 0% of application fees and/or enrolment acceptance fees
  • 100% of material fees
The student needs to cancel their enrolment due to compelling or compassionate circumstances
  • At the discretion of the CEO
The course starts on the agreed start date and the student commences the course on this date but later wishes to cancel their enrolment. Students may only cancel their enrolment at the end of a term. Where a student wishes to cancel their enrolment mid-way through a term, the entire term must be paid for
  • 0% of course fees applying to terms yet to commence
  • 0% of application fees and/or enrolment acceptance fees
  • 0% of material fees
The student has their enrolment cancelled as a result of Academic misconduct, misbehaviour, or the exhaustion of the Intervention Strategy
  • 0% of course fees applying to terms yet to commence
  • 0% of application fees and/or enrolment acceptance fees
  • 0% of material fees
The student’s enrolment is cancelled because the Australian Government has cancelled a visa as a result of a breach of visa conditions or rejected a renewal of a visa
  • 0% of course fees
  • 0% of application fees and/or enrolment acceptance fees
  • 0% of material fees

Default by New Horizons

Refunds in situations of Provider Default are covered by the provisions of the ESOS Act 2000 and ESOS Regulations 2001 and the ESOS Amendment (Re-registration of Providers and Other Measures) Act 2010.

If the Institute:

  • does not offer a course on the advertised start date
  • terminates a course after the course start date or before the course completion date
  • does not provide a course as advertised due to sanctions by any authority or
  • does not provide a course in full

the Institute will pay a full refund which equals the total of the course money the Institute received in respect of the student before the default day, plus the application fee or arrange for placement with an alternative provider. Such refunds will be made within two weeks following the default date.

As a member of the Federal Government’s Tuition Protection Scheme, if the Institute is unable to fulfil its obligation to complete a course, the student will be offered a no cost enrolment with another provider.

Note: Students not satisfied with the calculated refund may use the New Horizons Australia Institute of Technology Complaints and Appeals procedure and ask for an independent third party to review the calculations..

This agreement, and the availability of complaints and appeals processes, does not remove the right of the student to take action under Australia’s consumer protection laws.

  • Queensland (QLD) – https://www.qld.gov.au/law/fair-trading/
  • New South Wales (NSW)- http://www.fairtrading.nsw.gov.au/
  • Victoria (VIC) – https://www.consumer.vic.gov.au/

Tuition Protection Scheme

In the unlikely event that New Horizons Australia Institute of Technology is unable to deliver the course in full, the student will be offered a refund of all the course money they have paid to date.

If a student chooses placement in another course, New Horizons Australia Institute of Technology will ask him/her to sign a document to indicate that s/he accepts the placement. If New Horizons Australia Institute of Technology is unable to provide a refund or place the student in an alternative course, our Tuition Protection Scheme (TPS) will place you in a suitable alternative course at no extra cost to you.

Students are encouraged initially to attempt to resolve a grievance informally by talking directly with the person concerned to resolve the problem.

Finally, if TPS cannot place the student in a suitable alternative course, the ESOS Assurance Fund Manager will attempt to place him/her in a suitable alternative course or, if this is not possible, s/he will be eligible for a refund as calculated by the Fund Manager.

For more information please visit: https://tps.gov.au/StaticContent/Get/StudentInformation

Student Rights

The ESOS framework protects your rights, including:

  • Your right to receive, before enrolling, current and accurate information about the courses, fees, modes of study and other information from your provider and your provider’s agent. If you are under 18,to ensure your safety, you will be granted a visa only if there are arrangements in place for your accommodation, support and welfare.
  • Your right to sign a written agreement with your provider before or as you pay fees, setting out the services to be provided, fees payable and information about refunds of course money. You should keep a copy of your written agreement.
  • Your right to get the education you paid for. The ESOS framework includes consumer protection that will allow you to receive are fund or to be placed in another course if your provider is unable to teach your course.

The ESOS framework sets out the standards Australian education providers offering education services to overseas students must obey. These standards cover a range of information you have a right to know and services that must be offered, including:

  • Orientation and access to support services to help you study and adjust to life in Australia
  • Who the contact officer or officers is for overseas students
  • If you can apply for course credit
  • When your enrolment can be deferred, suspended or cancelled
  • What your provider’s requirements are for satisfactory progress in the courses you study and
  • What support is available if you are not progressing well
  • If attendance will be monitored for your course, and
  • A complaints and appeals process.

One of the standards does not allow another education provider to enrol a student who wants to transfer to another course, but has not completed six months of the final course of study you plan to undertake in Australia. If you want to transfer beforehand you need your provider’s permission.

Student Responsibilities

As an overseas student on a student visa, you have responsibilities to:

  • Satisfy your student visa conditions
  • Maintain your Overseas Student Health Cover (OSHC) for the period of your stay
  • If you can apply for course credit
  • When your enrolment can be deferred, suspended or cancelled
  • What your provider’s requirements are for satisfactory progress in the courses you study and
  • Meet the terms of the written agreement with your education provider
  • Inform your provider if you change your address, update contact information when you change it.
  • Maintain satisfactory course progress
  • If attendance is recorded for your course, follow your provider’s attendance policy, and
  • If you are under 18, maintain your approved accommodation, support and general welfare arrangements.

Additional information on student visa issues is available on the Department of Home Affairs Internet site at www.homeaffairs.gov.au including the Country Assessment Levels.

Contact us

For any questions about this policy or to talk to a Student Support Officer please contact us at [email protected]. Our goal is to ensure you have the best possible experience with us.
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