INTERNATIONAL STUDENT INFORMATION 2009

On 1st Feburary 2006, Phoenix Institute of Australia was registered on the Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) No: 02701K

IF YOU ARE CONSIDERING STUDYING ONE OF OUR FULL TIME DIPLOMAS PLEASE READ THE FOLLOWING INFORMATION CAREFULLY.

DIPLOMA of TRANSPERSONAL ART THERAPY(51942)

DIPLOMA of TRANSPERSONAL COUNSELLING (51939)

2009 Dates

Introduction

Director�s Welcome

1. Eligibility requirements
    Age
    Background Experience
    English Language
    Health Insurance
    Student Visas
    English Requirements
    Release of student information

2. Phoenix Institute History and Facilities

3. Location of the Phoenix Institute
    Orientation

4. International Student Services
    International Student Co-ordinator
    Library and Computer Access
    Personal Counselling
    Employment
    Students with disabilities
    Students with school age dependants
    Airport pickup & services on arrival
    Types of Accommodation
    Temporary Accommodation on Arrival
    Homestay
    Private or Church Owned Boarding Hostels
    Share Accommodation
    Rental Accommodation

5. International Student Support
    Student card
    Library Membership

6. International Student Facilities
    Faxing and email
    Telephones and mobile phones

7. International Student Advice
    Equal opportunity for students
    List of Institute's Policies

8. Student Records
    Access to Student Records
    Deferment or Suspension of Studies
    Withdrawls/cancellations

9. Safety and Emergency
    Emergency Evacuation
    First aid
    Lost property and theft
    Parking cars and bikes
    Safety
    Smoking

10. Student Rights and Responsibilities
    Student conduct and responsibilities
    Complaints 
    Complaints process
    Staff/student
    Change of contact details

11. Attendance, Assessment & Academic Progress
    Attendance
    Academic performance
    Course attendance and absences
    Authentication of your work
    Confidentiality
    Extension of time, and special consideration
    Assessment criteria
    Art works 
    Assignments
    Academic appeals
    Course Evaluation
    Student Surveys

12. Course Fees
    International Student Fees
    Payment Agreement
    Refund Agreement

13. Graduation
    Mentor Program 

14. Prior Learning/ Course Credit 

15. Course Structure

16. Cost of Living in Australia

17. Provision of information to Government agencies

18. Local Services

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INTRODUCTION

Phoenix Institute welcomes you to its courses and programs. Phoenix Institute is a Registered Training Organisation (RTO No. 21582) that delivers the IKON International Diplomas. Dr Rafael Locke, CEO IKON International, developed the Diploma programs. 

To ensure you are fully informed about Phoenix policies and expectations, we are providing you with this International Student Handbook (electronic version). Phoenix makes every effort to ensure that the information contained in this International Student Handbook is correct at the time of publication. Phoenix reserves the right to make changes when necessary. You will be notified of the changes that are essential to your studies. Phoenix strongly recommends that you check the accuracy of information regarding your Australian studies. 

The policies and recommendations included in this handbook have been established for the best interests of international students. Over a number of years of teaching the Diploma, experience has shown that those students who fulfill the requirements have the best opportunity to complete the course and graduate. These policies are designed for the interests of students and the professional facilitation of the course. We ask that you read them carefully.

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Director�s welcome 

Phoenix welcomes your interest in the IKON International Diplomas of Transpersonal Counselling and Transpersonal Art Therapy and our unique learning environment. We are committed to providing you with the very best education available in the transpersonal area. IKON International Diplomas are now the leading programs for transpersonal studies. They offer a very important opportunity to contribute to your personal and spiritual growth as well as helping to implement important changes in the global community. Transpersonal work is probably more important than ever considering the kinds of changes that have occurred within our society and the global community in recent times. 

Problems associated with being connected to the life process in terms of vitality, meaning, purpose are very important. We are optimistic that our work can make a difference and that we can affirm the capacity of human beings to creatively adapt, discover new pathways to healing and continue to grow. This is essential work in the contemporary world and we will walk with you to share our research, teaching, clinical and living experiences with you for your professional and personal development.

We sincerely hope that you enjoy the learning experience and that it serves your personal and professional aims.

Martin Peake
Director, Phoenix Institute of Australia

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QUALIFICATIONS DELIVERED

Diploma of Transpersonal Counselling (51942)

Fifty weeks duration

Diploma of Transpersonal Art Therapy (51939)

Fifty weeks duration

Age requirement

If you are over eighteen years of age, you may apply to study at the Phoenix Institute of Victoria.

Background experience

Work experience related in natural health fields is desirable but not essential, as the course is complete in itself and does not require prior professional qualification. Educational qualifications equivalent to higher school Certificate standard is strongly recommended, but alternative background may be assessed at initial interview.

English language

Classes are conducted in English. International students considering enrolling in the Diploma course must be fluent in English to an acceptable TOEFL 550 or IELTS 6.0 standard. If you do not have these qualifications or if additional study of English is required, please visit the Australian Government Immigration website for information: www.immi.gov.au
A copy of TOEFL or IELTS Certificate is required with the application.

Health insurance

International students are required to obtain health insurance before being issued with a student visa. For 2007, the cost for one year is approximately $324*.

Department of Immigration and Citizenship (DIAC) requires international students to arrange insurance for health cover for the duration of the course and has nominated Medibank Private as the official provider for international students. Contact details for Medibank Private: (www.medibank.com.au)

An application for Medibank Private Overseas Student Health Cover (OSHC) is provided in this Application Pack or can be found on the Medibank Private (www.medibank.com.au) website, and should be sent with the course Enrolment Form to the Institute. Costs of insurance for the duration of the time in Australia to complete the course will be advised.

Visa requirements

International students must maintain a minimum attendance in class of 80% and must maintain satisfactory academic progress throughout their course of study.

The Institute is required to monitor your attendance on a regular basis. If you are absent for more than three consecutive days, you must contact the Institute. You will be required to complete absence and late forms for each occurrence.

You must notify the Institute immediately of any change of address and telephone contact number during your course of study.

You must remain with the education provider (Phoenix Institute), with whom you enrolled for the first six months of your course.

If you intend to change your education provider, that is, leave Phoenix Institute, you must notify us immediately and inform us of your new education provider.

The Phoenix Institute is required to advise the Department of Education, Employment and Workplace Relations (DEEWR) and DIAC any time an international student:

• changes contact details or addresses
• fails to commence a course as agreed
• ceases to participate in a course
• drops below 80% attendance

Please note that students are required by DEEWR to attend a minimum of 80% of the course and maintain satisfactory exam results. The Institute is required by law to notify DEEWR if these requirements are not being met as cancellation of student visa can result.

We must also advise DEEWR of any changes in address or other contact details which may occur. You are requested to ensure all such details are notified promptly to our student services advisor.

Any decision by a student to change the conditions on which a Student Visa has been issued, for example, change or deferment of course, should be discussed with DIAC by the student as Visa conditions may be affected.


ESOS Framework (See the DEEWR website)

The Australian Government wants overseas students in Australia to have a safe, enjoyable and rewarding place to study. Australia's laws promote quality educatand consumer protection for overseas students. These laws are known as the ESOS framework and they include the Education Services for Overseas (ESOS) Act 2000 and the National Code.  

Protection for overseas students
As an overseas student on a student visa, you must study with an education provider and in a course that can be found on the Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) at http://cricos.dest.gov.au. CRICOS registration guarantees that the course and the education provider at which you study meet the high standards necessary for overseas students. Please check carefully that the details of your course - including its location - match the information on CRICOS.

Your rights
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 a refund or to be placed in another course if your provider is unable to teach your course.
• your right to know:  

  • How to use your provider's student support services;
  • Who the contact officer or officers are 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;
  • If attendance will be monitored for those courses;
  • What will happen if you want to change providers; and
  • How to use your provider's complaints and appeals process.

Your responsibilities
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;
• meet the terms of the written agreement with your provider;
• inform your provider if you change your address;
• 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.

Contact details

Release of information to third parties & privacy

1 . The Institute is required, under legislative and regulatory provisions, to collect information about overseas students, enrolling in the Institute's courses;

2. The information collected will be treated in the strictest of confidence; and will be compliant with the provisions of the Privacy Act 1998, which incorporates the Privacy Amendment (Private Sector) Act 2000;

3. Information regarding a student and his/her results will not be released to a third party without the written consent of the student;

4. The Institute is required, by law and regulations, to disclose information to Commonwealth and State Government agencies;

5. Students are permitted access to their own files. In order to do so, a student is required to make application to the Institute, in writing. The Institute will then arrange a time for the student to attend the Institute's premises to view his/her files

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2. PHOENIX INSTITUTE HISTORY & FACILITIES

Since 2000, the Phoenix Institute has been delivering personal development programs and vocational courses that enrich our lives and the people around us. We begin from the premise that we need to find new spiritual understandings and ways of being that allow us to live in supportive relationships within communities and in our natural environment.

In 2005 the Phoenix Institute became an Australian Government Registered Training Organization No. 21582 (RTO) and it delivers IKON Diploma courses that are nationally recognised under the National Traning Information Service (NTIS).

Phoenix delivers a number of programs. Two of these, the Diploma of Transpersonal Counselling and the Diploma of Transpersonal Art Therapy are IKON programs that were developed by Dr Rafael Locke, who founded IKON in 1987. Dr Locke has spent many years developing courses that provide a unique understanding and skills for people to become psycho-spiritual counsellors and art therapists. Since Dr Locke�s pioneering work, Institutes and Colleges across Australia are delivering the IKON Programs, for example in NSW, S.A, Victoria and W.A. The Phoenix Institute has the license to deliver these programs in Victoria.

Phoenix also provides professional development opportunities through its workshops and presentations. These provide a valuable service for professionals and those interested in psycho-spiritual education, art therapy and training. 

It has approximately 130 full and part time students. Since 1997, over 500 students have been involved in programs with an ever growing international network of people keenly interested in furthering this work. You can be a part of this growing network and be informed of our activities by sending your email address below. Students from the UK, Mexico, Japan and Europe have completed the Diplomas.

Facilities

Situated on the first floor, Phoenix is a small campus with two large teaching classrooms; one can also double as an art studio. It has kitchen facilities, common room and staff offices and internet access.

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3. LOCATION OF THE PHOENIX INSTITUTE

Phoenix Institute of Australia is located at 314 Queen Street, Melbourne 3000, Victoria, Australia. It is located in the centre of Melbourne and is easily assessible by train, bus or tram. It is an exciting and vibrant location with evening entertainment and art venues. It is close to the beach and has a reputation for its multicultural community.

Melbourne is a modern, sophisticated and cosmopolitan city with a world-wide reputation for fine dining, the arts and major events, such as the Grand Slam Tennis, Cricket, Aussie Rules football and the Melbourne Cup horse race � �the race that stops a nation". At the Institute, you are within easy reach of all of these events. You will also have convenient access to all the amenities you expect to find in a large city. Many thousands of international students come to Melbourne every year, making it truly one of the major education capitals in Australia.

Orientation

As part of your introduction to the Institute, an orientation program will be conducted in your first week at the Institute. This orientation program will include information on the following:

• Australian Education System
• Local Transport
• Shopping
• Banking
• Entertainment/Recreation
• Climate, Police and Government services
• Health services (including information about private insurance) and detailed information on accommodation
• Student rights/grievance procedures.

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4. INTERNATIONAL STUDENT SERVICES

International Student Liason Manager

The Phoenix Institute has appointed an International Student Liason Manager, to provide international students with support services and assistance which will promote the successful adjustment by international students to life and study at the Institute and assist students to resolve problems which could impede successful completion of their study programs.

Anjali Sengupta is your Student Services and International Student Liason Manager.  
Phoenix Institute of Australia
Ph: (03) 9510 4264

Library and Computer Access

Phoenix has its own resource base for international student use. These include a library, computer internet access and photocopying facilities. Phoenix provides students with notes and readings as part of the course materials. Ikon International has developed these.

Personal Counselling Service 

Phoenix staff are professionally trained, qualified and experienced to assist you in dealing with a range of personal issues that might arise as a result of the course program. Students are advised to contact the staff in order to address any issue that might need personal attention. 

Employment

When you commence your course of study, you may apply for permission to work. You are not permitted to work for more than 20 hours per week, and the work must not interfere with your studies. During recognized holiday periods, there are no limitations on the hours you may work. 

Students with disabilities

Phoenix is committed to enhancing the study opportunities for all students. Wherever possible, Phoenix will provide access to facilities. Early advice concerning your needs makes provision much easier. 

Students with school age dependants
Students and intending students should be aware that school age dependants may be required to pay "full fees" at educational institutions whilst in Australia.

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5. INTERNATIONAL STUDENT SUPPORT

This is a training course and not personal therapy. However, because we often draw on people�s personal experience and students are involved in close work with other students, personal issues, memories etc. may arise in which you feel uncomfortable and wish to seek assistance. This is particularly important as students begin to learn the techniques and gain confidence and depth in their work. If, at any time during the training you begin to feel vulnerable, exposed or need outside assistance, please talk to the relevant tutor at the earliest opportunity. Personal therapeutic issues should be managed outside of the training process. In the first instance talk to the tutor and then the Director who will recommend further assistance that may include outside counselling. 

When practicing techniques in the course together, particularly in the beginning of the program, we are interested in the student�s ability to apply the techniques and be comfortable with them. 

We do not expect students to be trying to solve problems, diagnosing or treating other students. When finding an issue to work with, always select something manageable, not a major crisis, as it is not appropriate to expect a fellow student to solve this for you. Always act carefully, responsibility and in an ethical manner with other students, particularly in relation to confidentiality.

Student card

Students are provided with a student card on request. Students need to supply a passport size photo. See Student Services Manager or info@phoenixinstitute.com.au. 

Library

The Institute has a small - specialised library for lending books. There is a refundable deposit of $AUD 50 to join. You may borrow 2 books at a time for a period of 4 weeks � and extend for a further 2 weeks by phone or in person. Library membership forms are available from the office. 

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6. INTERNATIONAL STUDENT FACILITIES

Faxing & email

You can email or fax material to Phoenix provided you obtain approval from your tutor/facilitator first. However, assignments need to have the cover sheet signed and submitted with assignment. When sending an email we recommend you activate the confirm delivery facility (if available on your computer). Before faxing material we recommend you phone the Institute to make sure the material is received by the Student Services Manager at info@phoenixinstitute.com.au.  Always keep your own hard copy of each assignment.

Telephones and mobile phones

Emergency use of Institute phones can be discussed with staff. Please remember all mobile phones MUST be switched off during classroom sessions.

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7. INTERNATIONAL STUDENT ADVICE 

Equal opportunity for students

Phoenix is committed to ensuring that all students and prospective students feel comfortable and respected while attending the courses. Phoenix has equal opportunity policies on Student Conduct & Harassment. Phoenix will continue to develop policies on a range of other equal opportunity issues and values all student feedback. You are welcome to contact the Student Services Manager, for general information, to view current policies, or to discuss particular issues.

List of Institute's Policies

Disability Policy

Internet and email policy

Mobile Phone Policy

Plagiarism Policy (please click to view pdf document)

Sexual Harrasment Policy (please click to view pdf document)

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8. STUDENT RECORDS

Access to Student Records
Students are able to access their student records by completing a Request for Access to Personal Records Form.

Deferral, Suspension, and Cancellation of Student's Enrolment
The Institute may only enable students to defer or temporarily suspend their studies, including granting a leave of absence, during the course through formal agreement in certain limited circumstance.

Students are able to defer or temporarily suspend their studies during their course only in certain limited circumstances, on the grounds of compassionate or compelling circumstances. (eg illness where a medical certificate states that the student is unable to attend classes).

Students may also have their enrolment deferred or suspended due to misconduct which can also be grounds for cancellation of studies.

Students have the right to appeal a decision by the Institute to defer, suspend or cancel their studies and the Institute will not notify DEEWR of a change to the enrolment status until the internal complaints and appeals process is completed.

Deferring a semester/ Suspension of Studies
Students who would like to defer their studies must first speak to the Institute Director.   An application to defer form must be completed which will need to be approved by the Student Services and International Student Liason Manager. Prior to applying to defer their program students must ensure that they have paid any library fines and have returned all library resources to the library.

Deferral of studies by international students is permitted only in compassionate or compelling circumstances such as serious illness, death in the family or for some other reason. Students will be required to provide evidence of the compassionate or compelling circumstances.  

Students must complete an Application for Deferral Form

Misconduct
Phoenix may defer, suspend or cancel a students enrolment due to misconduct.

Academic misconduct
All students are expected to maintain high standards of academic honesty and integrity. Academic misconduct is defined as attempts by students to cheat, plagiarise or otherwise act dishonestly in undertaking an assessment task, or assisting other students to do so. Students are considered guilty of cheating if they seek to gain advantage by unfair means such as copying another students' work, or in any way mislead a lecturer or tutor about their knowledge, ability, or the amount of original work they have done.

A            Student's responsibilities:

1             Examinations

a) Students must not help or receive assistance from other students
b) Students must not request the loan of or lend materials or devices to other students
c) Students must not bring any materials into the examination room other than those specified for that examination
d) Students must not use computer software or other devices during an examination other than those specified.

A student may be excluded from a final examination in a unit for any of the following reasons:

• unauthorised absence from class.
• failure to meet unit requirements, for example non-submission of assignments or failure to attend class or mid-semester tests.
• academic misconduct
• general misconduct (see below)

2             Other assessment tasks

a) Students must not copy or paraphrase any document, audio-visual material, computer-based material or artistic piece from another source except in accordance with the conventions of the field of study
b) Students must not use another person's concepts, results or conclusions and pass them off as their own
c) In cases where the assessment task is intended to be individual work not group work, students must not prepare an assignment collaboratively and then submit work that is substantially the same as another student's assessment.
d) Students must not ask another person to produce an assessable item for them.

B.             Institute's responsibilities:

Procedural fairness

1. Students must be treated fairly, with dignity and with due regard to their privacy

2. Students are to be regarded as innocent of the alleged misconduct until they have either admitted to it or been found by proper inquiry of the student conduct committee to have so behaved.

3. Past misconduct is not evidence that a student has behaved in the same manner again.

4. Each case is dealt with on its own merits and according to its own circumstances with the proviso that the first instance of misconduct will be penalised more leniently than subsequent instances of misconduct.

C.             Penalties

1. Penalties imposed will take into account the nature and the extent of the misconduct

2. Penalties imposed will take into account the students' stage in the program

3. Penalties imposed will take into account the conventions of the field of study

4. A student's second offence is penalised more severely than their first offence and a third offence will result in exclusion from the Institute.

5. The following penalties may be imposed: a warning, a reduction in grades, resubmission of work, receiving zero for an assessment event, failing the unit, exclusion from the Institute.

Notification and appeal

1. Students must be notified in writing of penalties as a consequence of academic misconduct

2. The grounds for appeal are:

a) procedural irregularities, and/or
b) factual errors on which the decision was based and which were of such magnitude as to invalidate the decision

3. Appeals must be lodged in writing with the Student Services Manager within 20 days of the date of the student being notified of the consequence.

4. Where the director has imposed a penalty of exclusion from the Institute which will lead to a deferment, suspension or cancellation of the students enrolment, Phoenix must inform the student in writing of its intention to terminate, suspend or cancel the students enrolment and notify the student that they have 20 working days to access Phoenix internal Complaints and Grievance Process. If the student accesses the complaints process, the termination, suspension or cancellation of the students enrolment do not take effect until the internal process is completed, unless extenuating circumstances relating to the welfare of the student apply.

General misconduct

Students are expected to respect other students, staff and property so that learning and teaching can take place freely, safely and without impediment due to the misconduct of others.

General misconduct is where a student: acts dishonestly; harasses other students or staff; interferes with students or staff; prevents or disrupts learning; disobeys/fails to comply with contractual or legal requirements; misuses, damages or steals Institute property or the property of others; alters/defaces Institute documents or records; prejudices the good name of the Institute, or otherwise acts in an improper manner.

The Institute will report all criminal acts committed by its students to the relevant authorities.

The following examples indicate the kinds of behaviour which constitute student misconduct. They are for illustrative purposes and are not intended to be exhaustive. Student misconduct occurs when a student

a) contravenes any rules or acts;
b) prejudices the good name or reputation of the Institute;
c) prejudices the good order and governance of the Institute or interferes with the freedom of other people to pursue their studies, carry out their functions or participate in the life of the Institute;
d) fails to comply with conditions agreed in the contract;
e) wilfully disobeys or disregards any lawful order or direction;
f) refuses to identify him or herself when lawfully asked to do so by an officer of the Institute;
g) fails to comply with any penalty imposed for breach of discipline;
h) misbehaves in a class, meeting or other activity under the control or supervision of the Institute, or on Institute premises or other premises to which the student has access as a student of the Institute;
i) obstructs any member of staff in the performance of their duties;
j)acts dishonestly in relation to admission to the Institute;
k) knowingly makes any false or misleading representation about things that concern the student as a student of the Institute or breaches any of the Institute's rules;
l) alters any documents or records;
m) harasses or intimidates another student, a member of staff, a visitor to the Institute, or any other person while the student is engaged in study or other activity as an Institute student, because of race, ethnic or national origin, sex, marital status, sexual preference, disability, age, political conviction, religious belief or for any other reason;
n) breaches any confidence of the Institute;
o) misuses any facility in a manner which is illegal or which is or will be detrimental to the rights or property of others. This includes the misuse, in any way, of any computing or communications equipment or capacity to which the student has access at or away from Institute premises while acting as an Institute student, in a manner which is illegal or which is or will be detrimental to the rights or property of others;
p) steals, destroys or damages a facility or property of the Institute or for which the Institute is responsible; or
q) is guilty of any improper conduct.

Penalties for general misconduct

1. Penalties imposed will take into account the nature and the extent of the misconduct

2. A student's second offence is penalised more severely than their first offence and a third offence will result in exclusion from the Institute.

If the student admits to the alleged misconduct, the Director may impose one or both of the following:

• a charge for the cost of damage to facilities and equipment
• temporary exclusion from the Institute.

The Director, may impose the penalty of permanent exclusion from the Institute in the case of physical or verbal abuse of students or staff of the Institute, repeated or severe misconduct, or in the case of criminal acts.

Notification and appeal

1. Students must be notified in writing of penalties as a consequence of general misconduct

2. The grounds for appeal are:

• procedural irregularities, and/or
• factual errors on which the decision was based and which were of such magnitude as to invalidate the decision

3. Appeals must be lodged in writing with the Student Services Manager within 20 days of the date of the student being notified of the consequence. The process will commence within 10 working days from the date of receipt of the student's appeal.

4. Where the director has imposed a penalty of exclusion from the Institute which will lead to a deferment, suspension or cancellation of the students enrolment, Phoenix must inform the student in writing of its intention to terminate, suspend or cancel the students enrolment and notify the student that they have 20 working days to access Phoenix internal Complaints and Grievance Process. If the student accesses the complaints process, the termination, suspension or cancellation of the students enrolment do not take effect until the internal process is completed, unless extenuating circumstances relating to the welfare of the student apply.

The Institute shall advise the student that deferring, suspending or cancelling his or her enrolment may affect his or her student visa.

The Institute shall notify the Secretary of DEEWR via Prisms as required under section 19 of the ESOS Act where the student's enrolment is deferred, temporarily suspended or cancelled.

Withdrawals (cancellations)

If you are considering withdrawing from your studies at Phoenix, we strongly recommend you talk to the Director first to discuss the issues involved.

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9. SAFETY & EMERGENCY

Emergency Evacuation 

Emergency evacuation procedures are displayed on all floors of the Campus and in each classroom. Phoenix staff have been instructed how to deal with evacuations.

First Aid

Phoenix has a number of staff trained to give First Aid. There is a First Aid kit available under the kitchen sink. 

Lost Property

Never leave your bags and belongings unattended anywhere in the building. If a theft is suspected, report it immediately to Phoenix staff. Depending on the nature of the theft, you may be advised to report it to the nearest police station. 

Lost property can be claimed or handed in to the Institute Manager.

Parking cars 

Students are responsible for parking their cars in safe places. We advise you not to park in the Coles car park. All day car parking is available at Kings Parking (King St, off Chapel Street � see Melways) at a cost of $10.00 per day or at the Prahran Market at the cost of $8.50 per day. Free all day parking (on Sundays only) is available behind The Court Jester Hotel opposite Chatham Street. 

Bikes

For emergency and safety reasons, bikes are not to be left in the stairwell or upstairs at any time.

Safety

Phoenix recognises its responsibility to provide and maintain an environment for its staff and students, which is as safe and as risk free as possible. Phoenix staff are expected to take reasonable care of their own health and safety and for that of anyone else who may be affected by their actions and to report any concerns to the Director. We always want to be proactive.

Smoking

Smoking is not permitted anywhere in the Phoenix building, this includes the bottom of the stairs because the smoke drifts up into the building.

Phoenix is an alcohol and drug free campus.

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10. STUDENT RIGHTS AND RESPONSIBILITIES

Student Conduct and Responsibilities

Phoenix is committed to encouraging and supporting students in meeting their responsibilities and requirements with regard to achieving the course outcomes. 

Student responsibilities are to: 

• Find out about the course requirements

• Come to class on time

• Inform the Administrative staff or tutor if you cannot come to class

• Contribute to a good learning environment and support fellow students

• Complete assigned tasks by an agreed timeline or negotiate an extension to a new deadline

• Participate in class and allow others to participate, including sharing class time, listening to others and taking turns during discussion

• Show respect to fellow students and staff

• Recognise the benefits that individual learning styles, needs and points of view bring to the classroom

• Comply with Phoenix policies and procedures.

• Maintain student confidentiality

STUDENTS COMPLAINTS & APPEALS

Under Standard 8 of the National Code 2007, Complaints and Appeals, registered providers must have complaints and appeals processes that are independent, easily and immediately accessible and inexpensive for parties involved.

The Institute’s complaints and appeals processes are accessible to its student body and ensure the requirements under Standard 8 are fully satisfied.

The Institute is committed to providing student with access to independent dispute resolution which is timely and inexpensive. At all times, a student may appoint a nominee (being a Phoenix Institute student or a former Phoenix Institute student) to speak on their behalf.

Maintaining Student Enrolment during Complaints Process

Until the complaints process is completed, Phoenix must maintain the enrolment of the student.  To ‘maintain the student’s enrolment’ means Phoenix does not notify DEEWR of any change to the student’s enrolment status through PRISMS.

Where a student chooses to access the Institute’s complaints processes, the Institute must maintain the student’s enrolment while the internal complaints and appeals process is ongoing.  However, whether Phoenix must maintain the enrolment throughout an external appeals process depends on the type of appeal.

If the appeal is against Phoenix’s decision to report the student for:

• Unsatisfactory course progress (standard 10); or
• Unsatisfactory attendance (standard 11)

Phoenix must wait for the outcome of the external process in this case as reporting a student for unsatisfactory progress or attendance has serious consequences for the student’s visa – it may result in automatic cancellation.

If the appeal is against Phoenix’s decision to:

Phoenix only needs to await the outcome of the internal appeals process (supporting Phoenix) before notifying DEEWR through PRISMS of the change to the student’s enrolment.

Once DEEWR has been notified of a deferment, suspension or cancellation of a student’s enrolment, the student has 28 days in which to:

Standard 8 does not require Phoenix to continue to offer learning opportunities throughout the complaints process.  Eg, Phoenix may decide to exclude a student from attending classes, but continue to provide work to complete outside of the classroom environment. Phoenix should consider that to deny student learning opportunities throughout the appeals process may disadvantage the students in their subsequent studies should the appeals process find in their favour.

Complaints Process

1.          The student is to talk to the person about the matter, seeking a resolution. (It is advised not to speak to other people about it until the student has spoken with the person concerned).  The student may appoint a nominee (being a Phoenix Institute student or a former Phoenix Institute student) to speak on their behalf.

2.          If this does not resolve the matter, the student must place their complaint in writing (‘the complaint”) and make and appointment with the Director, with the person concerned if possible, or alone to discuss the matter.  The student may nominate another person to attend the meeting and to speak on their behalf.  The person nominated by the student shall be a Phoenix Institute student or a former Phoenix Institute student.

3.          The Director will review the complaint.  If the Director has or perceives there to be a conflict of interest in the handling of the complaint, the matter will be referred to another appropriately qualified staff member.  The student will be notified of the referral of the matter to another staff member.  Where the complaint involves the Director, the student may have the matter referred to Dispute Settlement Centre of Victoria for resolution.

4          Within 10 working days from the date the Institute received the written complaint and supporting information, the Director will attempt to resolve the matter through investigation and conciliation, consulting with relevant staff. Where an investigation or conciliation cannot be concluded within 10 working days, the Director will keep the student informed of the status of the matter and the reasons for any delay.

5.          The Director shall call a meeting with the relevant parties to find a resolution.  The meeting will be held within 10 working day of the conclusion of the review and investigation. 

6.          If a resolution cannot be reached after two conciliation meetings, the Director will offer the Institute’s best available solution to the student.

7.          The Institute will maintain formal records of the actions taken and notify the parties in writing of the outcomes of the complaints process, giving reasons for any decision.

8.          If the student is not satisfied with the decision of the Director, the student may have the matter referred to Dispute Settlement Centre of Victoria.

9.          A student seeking referral of the matter to Dispute Settlement Centre of Victoria must make a written request to the Institute to have the matter referred.  The Institute must refer the matter to Dispute Settlement Centre of Victoria within 5 working days of receipt of the student’s request for referral.

10.          The findings of the Dispute Settlement Centre of Victoria shall be conclusive.

11.          If in the opinion of the Director, any recommendations by the Dispute Settlement Centre of Victoria cannot be implemented, the Director will, where possible, seek an alternative recommendation from the Dispute Settlement Centre of Victoria.

12.          If a student does not accept Dispute Settlement Centre of Victoria recommendations, they can take further action at their own discretion.

13.          If the internal or any external complaint handling or appeal process results in a decision that supports the student, the Institute must immediately implement any decision and/or corrective and preventative action required and advise the student of the outcome.

Other avenues of appeal available to students include:

An overseas student who wishes to dispute the decision made regarding their refund should write to the Director in the first instance.  Should the matter remain unresolved, the student may have the matter referred to the Dispute Settlement Centre of Victoria.

Withdrawal of Complaint

A student may withdraw a complaint at any stage by giving written notice to the Director.  In such a case, the matter will be concluded and deemed to be resolved.

Where a matter is to be referred to the Dispute Settlement Centre of Victoria, contact:

Dispute Settlement Centre of Victoria
Level 4, 456 Lonsdale Street
Melbourne 3000

Ph: 03 9603 8370
Fax: 03 9603 8355
Email: dscv@justice.vic.gov.au
www.justice.vic.gov.au/disputeinfo

Change of Contact Details 

It is essential for Phoenix to have your current name, address, home & mobile phone numbers, email address, and fax number (if appropriate) as it may be necessary to notify you of a cancelled class or to mail you course related information. Please inform the Administrative staff immediately if your contact details change.

Students are required to notify the Student Services and International Student Liason Manager  - Anjali Sengupta of any changes to their residential addresses. This is a crucial requirement as the Australian Government may cancel your visa if you do not comply.

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