Document ID: chunk:federal_register_of_legislation:F2017L01182:reg:5:p16
Version: federal_register_of_legislation:F2017L01182
Segment Type: reg
Provision Reference: reg 5 (pt 16/20)
Character Range: 60344–63484

provider will respond to any complaint or appeal the overseas student makes regarding his or her dealings with the registered provider, the registered provider's education agents or any related party the registered provider has an arrangement with to deliver the overseas student's course or related services
          10.2.3     commence assessment of the complaint or appeal within 10 working days of it being made in accordance with the registered provider's complaints handling and appeals process and policy, and finalise the outcome as soon as practicable
          10.2.4     ensure the overseas student is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings
          10.2.5     conduct the assessment of the complaint or appeal in a professional, fair and transparent manner
          10.2.6     ensure the overseas student is given a written statement of the outcome of the internal appeal, including detailed reasons for the outcome
          10.2.7     keep a written record of the complaint or appeal, including a statement of the outcome and reasons for the outcome.

     10.3           If the overseas student is not successful in the registered provider's internal complaints handling and appeals process, the registered provider must advise the overseas student within 10 working days of concluding the internal review of the overseas student's right to access an external complaints handling and appeals process at minimal or no cost. The registered provider must give the overseas student the contact details of the appropriate complaints handling and external appeals body.

     10.4           If the internal or any external complaints handling or appeal process results in a decision or recommendation in favour of the overseas student, the registered provider must immediately implement the decision or recommendation and/or take the preventive or corrective action required by the decision, and advise the overseas student of that action.

 Standard 11

 Additional registration requirements

     11.1           In applying to register a full-time course at a location, a provider must seek approval from the ESOS agency, including through the relevant designated State authority if the provider is a school, for the following:
          11.1.1      the course duration, including holiday breaks
          11.1.2      modes of study, including online, distance or work-based training
          11.1.3      number of overseas students enrolled at the provider, within the limit or maximum number approved by the ESOS agency for each location
          11.1.4      arrangements with other education providers, including partners, in delivering a course or courses to overseas students.

     11.2           In seeking approval under 11.1, the provider must demonstrate any matters requested by the ESOS agency, including through the designated State authority if the provider is a school, which may include but are not limited to the following:
          11.2.1      the expected duration of the course does not