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.
Refunds are only available under certain conditions. Should you wish to cancel your course and seek a refund the following conditions apply.
Students are entitled to a refund in the following circumstances of student default:
|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course starts on the agreed start date but the student does not start on the agreed start date and has not previously withdrawn from the course or advised of visa cancellations in writing within an agreed time period prior to the course start date or the student cancels or withdraws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.||
|The course starts on the agreed start date but the student cancels 28+ days before the course starts.||
|The course starts on the agreed start date but the student cancels within 28 days of the course starting.||
|The course starts on the agreed start date but the students visa application was refused by the Department of Education.||
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:
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:
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.
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:
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:
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:
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.