POLICY & PROCEDURES

Contact Hours

Office Hours are 9:00 AM to 5:00 PM by appointment only. Email correspondence is made during weekdays only and not weekends and public holidays. The Institute does not take calls or reply to emails outside of office hours, weekends and public holidays.

Course progress

SIC will maintain and monitor student’s academic progress throughout the duration of the qualification. SIC will put in place all required student support services to assist them in achieving the desired results. Students are expected to achieve a minimum of 50% pass rate in every term. For further information on SIC’s academic progress process, please review, the student handbook available on our website under the “Policies & Procedures” section.

Termination

Sunway International College reserves the right to expel a student for breaching enrolment or/and visa conditions. Fees will not be refunded and the CoE will be cancelled immediately after the student is notified. This may result in cancellation of the student’s visa.

Complaints & Appeals Handling Procedure

If a student is experiencing any difficulties, they are encouraged to discuss their concerns with the Academic Manager. the Institute’s administrative staff will make themselves available at a mutually convenient time if a student wishes to seek assistance.

If a Staff member or Student wishes to make a formal complaint they are required to complete a Complaints and Appeals Form, which is included in the Student Handbook. Once the form has been completed, the form should be submitted to the Institute for actioning. Please refer to the Student Handbook for more details on the complaints and appeals process.

Refund policy

a) If a student’s visa application is rejected the student will be refunded the full tuition fees, (this does not include the Enrolment Application Fee, any accommodation arrangement fee and/or airport pickup service fee), upon evidence being provided by the student that their Visa has been refused.

b) Students are also eligible for a Refund if the Institute cancels the enrolled course or the principal course application has been denied.

c) Requests for withdrawal for reasons other than those mentioned above, will be eligible for a refund as follows:

  • If a student withdraws from a course more than 28 days prior to course commencement, 80% of the initial tuition fees will be refunded.
  • If a student withdraws from a course prior to commencement of study, but less than 28 days prior to the course commencement, 50% of tuition fees paid (up to 24 weeks) and 100% for the remainder fees will be refunded.
  • There will be no refund issued following commencement of studies
  • All Enrolment Application fees, accommodation arrangement fees and airport pickup service fees are non-refundable.
  • If a student breaches visa conditions, resulting in studies being cancelled, there will be no refund.
  • If the Institute cancels the course. 100% of fees paid will be refunded. (This includes the tuition fees, accommodation fee, Overseas Student Health Cover fees, Enrolment Application Fee, accommodation arrangement fee and airport pickup service fee)
  • The Institute is not responsible for the agency fee you paid to the Education Agency (EA).
  • When a refund is applicable and the student has paid the course fee through an agent, the commission deducted from the course fee by the EA will be refunded by the EA as part of the total refund.
  • The Institute is only responsible for the refund of the commission received by the student’s EA.
  • To request a refund, the student will need to complete the Refund Request Form. The request will be processed within 4 weeks from the date of application.
  • Any arrangement fee (including arrangements for Accommodation, Airport Transfers and Homestay fees) are non-refundable after the arrangement has been made.
  • Tuition fees will not be transferred to other educational institutions except in exceptional circumstances and at the discretion of the PEO.
  • Refunds may be made to an immediate family member in the instance that a student has been non-contactable for at least 6 months or in the event of the student’s death.
  • If Sunway International College is unable to offer a refund or place the student in an alternative course, the student will be referred to the Tuition Protection Service (TPS) administrator. TPS Administrator will place the student in a suitable alternative course or if a suitable alternative course cannot be offered, TPS Administrator will pay the student a refund as calculated by ESOS legislation. Further information about TPS is available from www.tps.gov.au
  • This policy may be waived by the Institute in exceptional circumstances at its absolute discretion and the decision of the Institute is final.
  • If a student disagrees with this process, they have the right to submit a Complaint and Appeal Form to appeal the decision.
  • 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.

  • Deferring, Suspending or Cancelling Enrolment:

    Students need written permission from Sunway International College to defer their course. In cases where permission is granted, DHA will be advised via PRISMS. Student enrolments will be deferred or temporarily suspended by the institute when there are compassionate or compelling circumstances (e.g. illness where a medical certificate states that the student is unable to attend classes), or misbehaviour by the student.

    The full policy and procedure pertaining to the circumstances in which a student may defer, suspend or cancel their enrolment is available within the International Student Handbook.

    Sunway International College is required to advise DHA via PRISMS when a student fails to commence a course, withdraws before the course ends, or changes their course, which will affect his or her student visa.

    Students who are unable to arrive on time may be given up to one week to commence. After one week, the student cannot be guaranteed a place in the course. If the student arrives after the agreed date, they may be required to return home or placed in an English language program until the next available commencement date for the course.

    Evidence of assessment of applications for deferment or suspension of enrolment will be retained on student files.

    Sunway International College will inform the student of its intention to suspend or cancel the student’s enrolment where the suspension or cancellation is not initiated by the student and notify the student that he or she has 20 working days to access Sunway International College’s internal Complaints and Appeals procedure.