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.


Policy

Refunds are only available 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.
  • New Horizons Australia Institute of Technology policy is that tuition fees paid in advance are refunded in full within 28 days when the Student Visa Application is rejected in writing by an offshore Embassy / High Commission. If your visa is rejected by DIBP in Australia before your course start date you will be refunded in full less $350 enrolment fee.
  • Where New Horizons Australia Institute of Technology is advised of your cancellation in writing 30 days or more prior to your course commencement date, tuition, paid to the college are refunded in full within 28 days less $350 enrolment fee.
  • Where New Horizons Australia Institute of Technology is advised of your cancellation in writing less than 30 days prior to your course commencement date, tuition, fees are refunded in full within 28 days less $350 enrolment fee and $500.00 materials fee.
  • If you withdraw from a course due to failure to obtain a release letter tuition fees are refunded in full within 28 days less $350 enrolment fee and $500.00 materials fee.
  • If 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 fees paid to New Horizons Australia Institute of Technology will be refunded in full within 14 days less $350 enrolment fee and $500.00 materials fee.
  • Where there are exceptional circumstances beyond your control such as illness or bereavement, application for an exceptional circumstances 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.
  • Please note, the non-refundable enrolment (AUD$350) is non-refundable under any circumstances.
  • 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.
  • 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.

Students are entitled to a refund in the following circumstances of student default:

Circumstance Refund
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.
  • 0% of course fees
  • 0% of enrolment fees
  • 0% of material fees
The course starts on the agreed start date but the student cancels 28+ days before the course starts.
  • 100% of course fees
  • 0% of enrolment fees
  • 0% of material fees
The course starts on the agreed start date but the student cancels within 28 days of the course starting.
  • 50% of course fees
  • 0% of enrolment fees
  • 0% of material fees
The course starts on the agreed start date but the students visa application was refused by the Department of Education.
  • 100% of course fees
  • 0% of enrolment fees
  • 100% of material fees

 

 

 

Refunds will be made within four weeks of receiving a completed Refund Request Form. All relevant documentation must be submitted with this form. Request forms are available from the Student Support Officer.

Your notice of cancellation is not effective until New Horizons Australia Institute of Technology, receives a completed Refund Request Form with supporting evidence.

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 registration fees,
  • OSHC expenses,
  • expenses for travel;
  • bank charges;
  • accommodation expenses
  • personal expenses including personal insurances
  • administration or enrolment fees charges by New Horizons
  • 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 New Horizons on behalf of the student whether the commission was paid before or after monies were received by us.

If a student’s transfer to another provider is approved, he or she is subject to the normal refund policy conditions.

Course and other 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 General Manager – Quality and Compliance.

New Horizons will only make refunds in Australian Dollars to Australian bank accounts. Bank charges may be deducted for refunds made by bank draft or electronic transfer. A refund calculation explanation as to how the refund was calculated will accompany the student refund payment.

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 New Horizons:

  • 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

New Horizons will pay a full refund which equals the total of the course money New Horizons 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 New Horizons 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/

Students are covered by consumer protection rights in Australia

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

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.

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 Immigration and Border Protection (DIBP) Internet site at www.immi.gov.au including the Country Assessment Levels.

For any questions about this policy or to talk to a Student Support Officer please contact us at study@nhaustralia.com.au. Our goal is to ensure you have the best possible experience with us.