Policies and Procedures


  • Fee Refund Applications are considered on a case-by- case basis.
  • The request for refund is made in writing to the CEO using the Fee Refund Application which is available from the website or upon request from the CEO.
  • The CEO is the person responsible for approval of fee refund applications.
  • The course deposit fee is non-refundable under any circumstances.
  • Course cancellation after acceptance by Australian Institute of English may occur up to 7 days prior to the commencement of the course without penalty and must be made in writing, by email or by fax. A full refund will be paid with notice of 7 days or more.
  • Course cancellation requests less than seven (7) days prior to course commencement will attract a fee of 20% of the total course fees. Students resource materials may be returned in the same condition as received and 90% of the student resource fee will be refunded. The student is responsible for the cost of shipment.
  • Accepted students who withdraw after course commencement owing to unforeseen or exceptional circumstance can apply for a fee refund. If granted, fees will be refunded on a pro-rata basis (based on the number of days remaining in the course).
  • Domestic students and International Students who have not yet arrived in Australia may transfer on one occasion only to a course commencing within 3 months of their original course without penalty. International Students already in Australia may not transfer or defer their course.
  • Students are expected to complete their course in the timeframe allotted. Students will only be allowed to defer or extend their course under exceptional and compelling reasons and must be approved by the CEO. In the case that a deferment or extension has been granted by the CEO, then fees will be adjusted accordingly and fees paid may either be put towards a future date or in the case of extension, additional fees may be due to cover the prolonged course.
  • Refunds following the cancellation of a transferred course will attract a penalty of 20% of the total course cost in addition to the refund guidelines outlined above.
  • International students are not allowed to transfer to another provider within the first 6 months of their study at Australian Institute of English, unless under exceptional and compelling circumstances and agreed by the CEO. In the case where the CEO does approve for an international student to transfer to another provider within 6 months, the student must obtain a Letter of Release from the CEO and refund policies will apply as outlined above.
  • Australian Institute of English defaults if a course does not commence on the designated day or is actually cancelled. No student will be disadvantaged.
  • Fee refunds will be made within 14 working days when Australian Institute of English defaults and within 28 days after demand when the student defaults.
  • Australian Institute of English’s dispute resolution processes does not circumscribe the student’s right to pursue other legal remedies. This agreement does not remove the right of either party to take further action under Australia’s consumer protection laws for unpaid and overdue fees.
  • This refund policy is subject to review from time to time in accordance with the change to conditions policy outlined below.

Australian Institute of English reserves the right to change fees, conditions, course times or course commencement dates at any time without notice.


Suspension & Deferral

International students are expected to complete their course by the date on their CoE. Suspensions and Deferrals will only be granted under exceptional and compelling circumstances, and can only be granted by the CEO in writing. In the case that you are granted a suspension or deferral, a new CoE will be issued reflecting the new completion date and the Department of Immigration will be notified.


International students who wish to withdraw, must put in a written request to the CEO. Fees will be refunded in accordance with the above Refund Policy and the Department of Immigration will be notified of your withdrawal. You should contact the Department of Immigration to clarify your visa status.


International students are not permitted to transfer to another provider within the first 6 months of their study at Australian Institute of English unless under exceptional and compelling circumstances. If you would like to transfer to a new provider within the first 6 months, you must make a written request to the CEO. If granted, the CEO will issue you a Letter of Release which will allow you to transfer. You must give the new provider your Letter of Release. Fees will be refunded in accordance with the above Refund Policy and the Department of Immigration will be notified.


Grievance Policy

Australian Institute of English maintains a supportive and fair environment, which allows anyone to lodge a complaint. We try to resolve complaints according to a formal process. We follow the National Complaints Code to respond to complaints about our programs and the organisation itself.

Australian Institute of English will begin the complaints process within 10 working days of the formal lodgement of the complaint and supporting information. We will try to finalise the process as soon as practicable. If Australian Institute of English does not resolve or finalise your complaints or appeals within 60 days, you will be notified in writing by the Administration Manager.

Step 1:

If the complaint is regarding another student, you should first talk with the student and try to resolve it. If you are not able to resolve it, then you should talk with your teacher to try to resolve it. If you are not able to resolve it, go to step 2. If your complaint is regarding your teacher or the organisation, then go straight to step 2.

Step 2:

You should complete a written complaint using the Complaints and Appeals form (Form 06) and give it to the Administration Manager. The Administration Manager will investigate the complaint, will discuss it with each individual involved and will try to reach a resolution.

Step 3:

If the complaint was not able to be resolved by the Administration Manager, then you must ask for the complaint to be given to the CEO. The Administration Manager will email your complaint to the CEO. The CEO will acknowledge receipt of the formal complaint in writing and commence an investigation into the matter within 10 working days. The CEO will try to make a determination that is considered to be fair by both parties. You have the right to have your version of events heard, and to have an independent advocate present. Complaints are investigated fairly and objectively with details of the investigation provided in writing to you. The details will state the outcomes and reasons for the decisions made.

Step 4:

If you are still not satisfied with the outcome, you may call an independent mediator such as the local National Training Complaints Hotline (133873) or the Department of Fair Trading (NSW: 13 32 20) or the Overseas student Ombudsman (1300 362 072) for review.


If you are not happy with the outcome of a complaint then the following appeal process is followed. The appeal is discussed directly with the CEO. If this does not resolve the matter then the appeal is to be documented and submitted to trigger a mediation by using either a simple written letter or a copy of the complaints and appeals form (form 06). The CEO records the student’s dispute on the Register for continuous improvement and puts written notification on the students file and organises attendance by the student and Overseas Student Ombudsman representative. These are trained mediators, familiar with the alternative dispute resolution mediation process. The process is also without cost.

You can also contact the Ombudsman of New South Wales

http://www.ombo.nsw.gov.au/complaints/making-a- complaint/

NOTE: The National Training Complaints Hotline is accessible on 13 38 73 (Monday to Friday from 8am to 6pm nationally) or via email at skilling@education.gov.au.

Or, you can contact the Overseas Student Ombudsman by calling: 1300 362 072

You may give your own version of the matter to the mediator and request a support person be present. The rules of alternative dispute resolution apply. The mediator should then consider the issues, and attempt to resolve the appeal to your satisfaction. All appeals of complaints that are found to be proven must be acted upon through the continuous improvement process to make systematic changes to prevent the recurrence of this a problem aga The final agreement achieved through the alternative dispute resolution process is put into court orders which bind the parties to the agreed resolution. There is no further appeal mechanism beyond this point.

Each step of the complaints and appeals process you will be able to discuss your view either orally or in writing prior to reaching a decision. If the outcome of the appeal results in a change of enrollment status or duration, and/or if you withdraw from the appeals process, the Department of Immigration will be notified via PRISMS as soon as practicable.

Grievance Policy:

  • Talk to your teacher first
  • Complete a complaints form and give it to the Administration Manager.
  • The CEO will review your complaint and talk with you.
  • If you are still unhappy, call the overseas student Ombudsman on 1300 362 072