January 2010

In January 2010 the International Student Hotline:

• Received 182 enquiries from students (or their relatives/friends) relating to a range of issues including a change or transfer to another provider, the deferral, suspension or cancellation of a student’s enrolment, fee refunds and provider matters, as well as complaints and appeal processes. 
  
  
  • 144 of these were enquiries primarily in relation to the interpretation of the ESOS Act and National Code, or regarding provider closures and were managed at the point of contact through the Call Centre.
    
    
  • 38 of these enquiries were complaints regarding a change or transfer to another provider, complaints and appeals processes, or changes to a registered provider’s ownership or management.
    • 35 of these complaints were managed at the point of contact. Of those, no calls related to student welfare issues (comprising safety, accommodation, discrimination, or issues with an education agent).  In each instance, DEEWR provided advice or referred students to the appropriate agency for assistance.
    • 3 remaining complaints were referred to the ESOS Mailbox for resolution.

DEEWR also managed a further 65 enquiries from providers in the month, who were seeking clarification of their rights or obligations under the ESOS legislative framework.