International Student Protection

Policies, Procedures & ESOS Information

Concord English College is committed to providing transparent information, fair treatment, student support, and access to clear complaints and appeals pathways for international students.

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Government framework

International students in Australia are protected through the ESOS framework and related legislation.

ESOS Framework Education Services for Overseas Students Act 2000 ELICOS Standards 2018

Fees, refunds and written agreement

Students must read their written agreement, fees, conditions of enrolment, refund information, and any applicable policy before accepting an offer. Outcomes depend on the signed agreement, timing, visa circumstances, and the relevant policy terms.

Important: Always rely on your signed written agreement and the relevant policy documents for the exact terms that apply to your case.

Need help or want an update?

Email policies@concordenglishcollege.vic.edu.au or Student Support at support@concordenglishcollege.vic.edu.au.

Call (03) 8725 0367

Level 4, 382 Lonsdale Street, Melbourne VIC 3000

1

Read before you enrol

Review your course information, fees, conditions, policies, and written agreement before accepting an offer.

2

Stay engaged during study

Use orientation and support services, attend class, respond to notices, and ask for help early if needed.

3

Raise concerns early

If your situation changes or you have a concern, contact the college promptly so the available options can be explained clearly.

Before you enrol

These documents should be reviewed before accepting any offer so you understand the course, fees, conditions, and key student information.

Marketing and Recruitment Policy

Explains how course information is presented to prospective students before enrolment.

Open policy

International Admissions and Enrolment Policy

Covers eligibility, admission, enrolment steps, and important pre-enrolment information.

Open policy

Dates and Fees

Review tuition, enrolment fees, material fees, course dates, and related study costs.

View fees
During your studies

These policies explain the support, orientation, attendance expectations, and fair treatment that apply while you study with the college.

Student Orientation Policy

Explains orientation, arrival support, and how students are introduced to campus expectations and services.

Open policy

Student Support Services Policy

Outlines academic support, welfare support, referrals, and assistance available during study.

Open policy

Attendance Monitoring Policy

Explains attendance expectations, monitoring, warnings, and intervention support where required.

Open policy

Equity and Diversity Policy

Supports respectful treatment, equal opportunity, and a safe learning environment for all students.

Open policy
Changes, incidents and enrolment issues

Use this section if your study situation changes or if a serious issue affects your enrolment or wellbeing.

International Student Transfer Policy

Explains when students may request a release or transfer and how the college assesses those requests.

Open policy

Deferment, Suspension and Cancellation Policy

Explains what happens if study is deferred, suspended, or cancelled and why this should be addressed promptly.

Open policy

Critical Incident Policy

Explains how the college responds to serious incidents affecting student safety, welfare, or operations.

Open policy
Your rights, complaints and student protection

This section explains where to go for help, how to raise a concern, and where to access external complaint information.

Complaints and Appeals Policy

Explains how students can lodge a complaint or appeal and how the internal process is handled.

Open policy

Privacy Policy

Explains how personal information is collected, used, stored, and disclosed.

View privacy policy

ESOS Student Fact Sheet

Provides government information about your rights and responsibilities as an international student in Australia.

Open fact sheet
Complaints & appeals

What happens if something goes wrong?

  1. Raise the issue with the college as early as possible.
  2. The matter is reviewed under the college complaints and appeals policy.
  3. You receive a written outcome and any next-step information.
  4. If needed, you can access an appropriate external complaint body.
Open complaints policy External complaints information
Protected under the Australian ESOS framework

This page is a student-friendly overview. Please read the linked policies, the official legislation links, and your written agreement carefully.

Student fact sheet