Student Support

Student Support

Access and equity policy

The College Code of Practice includes an access and equity policy. This document is available on request. It is the responsibility of all staff to ensure the requirements of the access and equity policy are met at all times.

Complaints and appeals procedure

Do you have a complaint?


IESC recognises that differences can arise from time to time between students and the College.  IESC will try to solve all student complaints and appeals as quickly as possible.


What is a complaint? A complaint is when you say (or write) that you are unhappy, frustrated or dissatisfied with the quality of a service you receive, something that another person has done or the way something is done.

What is an appeal? You make an appeal, usually to someone in authority, if you want them to change a decision they have made.


Step 1: Speak to someone. E.g. If it is about your course or academic progress, start with your teacher.

If it is about your record of attendance, first talk to the Student Services Officer.


Step 2: If you still have a problem, speak to the Director of Studies. You may bring a support person with you.

If you want to make an appeal, or, for example, you have received an attendance warning letter, you should speak to the Director of Studies first. The Director of Studies will respond to your complaint or appeal in writing within 10 working days.


Step 3:  If you are not happy about the way your complaint (or appeal) has been dealt with, you should complete a Complaints & Appeals Form and make an appointment to speak with the Principal Executive Officer (PEO). You may bring a support person with you to this meeting. The PEO will respond to your complaint or appeal in writing within 10 working days.


Step 4: If you are still not happy about the way your complaint or appeal has been dealt with, you should ask for a meeting with the Appeals Review Committee. You may bring a support person with you to this meeting. The Appeals Review Committee will respond to your complaint or appeal in writing within 10 working days.


Step 5:  If you are unhappy with the outcome of the Appeal Review Committee, you can ask for the help of an external appeals agent. The Overseas Students Ombudsman offers a free service to overseas students who wish to lodge a complaint or appeal.

Contact the Overseas Students Ombudsman at to access their Complaints and Appeals mechanisms.


The Overseas Students Ombudsman

Phone: 1300 362 072

Online form:


You should go to the ‘Making a Complaint’ link on the overseas Students Ombudsman’s website to find information and an online application form if you wish to use Student Complaints process.


You may choose your own external student appeals agent if you wish. You should inquire about current fees when you contact the agent.

Complaints & Appeals Process Flow Chart


Plagiarism and cheating

Plagiarism is a form of cheating. It is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a students’ exclusion from a course. When students have any doubts about including the work of other authors in their assessments, they must consult with their teacher to discuss the matter. The following list outlines some of the activities for which a student can be suspected of plagiarism or cheating:

  • Presenting any work by another individual as one’s own unintentionally
  • Handing in assessments markedly similar to or copied from another student.
  • Presenting the work of another individual or group as their own work.
  • Allowing another student to copy your work
  • Handing up assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.

Legitimate cooperation between students on assignments is encouraged, since it can be a real aid to understanding. It is legitimate for students to discuss assignment questions at a general level, provided everybody involved makes some contribution. However, students must produce their own individual written solutions. Copying someone else’s work is plagiarism, and is unacceptable.


Students must be careful when photocopying the work of others. The owner of the material may take legal action against students of the college if the owner’s copyright has been infringed. Students are allowed to do a certain amount of photocopying for research or study purposes. Generally, 10% or one chapter of a book is acceptable, where the participant is studying with, or employed by, an educational institution.

Student code of behaviour

The Student Code of Behaviour requires the following rights and expectation to be respected and adhered to at all times.

  • The right to be treated with respect from others, to be treated fairly and without discrimination, regardless of religious, cultural, racial and sexual differences, age, disability or socio-economic status
  • The right to be free from all forms of intimidation
  • The right to work in a safe, clean, orderly and cooperative environment
  • The right to have personal property (including computer files and student work) and the Registered Training Organisation property protected from damage or other misuse
  • The right to have any disputes settled in a fair and rational manner (this is accomplished by the complaints and Appeals Procedure)
  • The right to work and learn in a supportive environment without interference from others
  • The right to express and share ideas and to ask questions
  • The right to be treated with politeness and courteously at all times
  • The expectation that students will not engage in copyright breaches, cheating or plagiarism
  • The expectation that students will submit work when required.
  • The expectation that students will maintain consistent participation by attending all required classes and assessments.
  • The expectation that students will attend all required classes and assessment as part of the requirement to progress through the course satisfactorily and complete the course within the time frame notified on the student written agreement.

For non-compliance with the Code of Conduct the following procedure for discipline will be followed:

  • A member of the Registered Training Organisation staff will contact students in the first instance and arrange a counselling meeting to discuss the issue or behaviour & to determine how the issue might be rectified. This meeting and its outcomes will be documented, signed by all parties and included on the student’s personal file. (Step 1)
  • Where there is a second breach of the Student Code of Behaviour, students will be invited for a personal interview with the Director of Studies to discuss the breaches further. This meeting and its outcomes will be documented, signed by all parties and included on the student’s personal file. (Step 2)
  • Should a third breach of the Student Code of Behaviour occur after the stage 2 meeting, the student will be provided with a final warning in writing & a time frame in which to rectify the issue. A copy of this letter will be included on the student’s personal file. (Step 3)
  • After the three steps in the discipline procedure have been followed, and breaches of the Code of Behaviour still continue, training services will be withdrawn and the student will be sent a student suspension or cancellation letter.
  • Failure to attend scheduled meetings may result in the College deciding to suspend or cancel a student’s enrolment
  • At any stage of this procedure students are able to access the College complaints and appeals procedure to settle student any disputes that may arise.

Student Support Services

The Student Services & Administration Manager, Director of Studies and Teachers of the College are available to provide general advice and assistance with matter such as:

  • Studying

Students who are experiencing difficulties with study must contact the Director of Studies for further assistance.

  • Accommodation

We have a homestay provider to cater for a wide range of budgets but with safety and comfort as the foremost concerns for our students.

  • Counselling

Our multilingual Student Services & Administration Manager has extensive knowledge of IESC programs and services, as well as other educational and vocational pathways. Students are assisted to see ‘the big picture’ and, if need be, are given help or advice general health related issues, personal problems, and referral to other services such as legal, medical & etc.

Students requiring special or intensive assistance must contact the Student Services & Administration Manager who may refer them to external support services if required. These services provided with no additional cost to the student. If the College refers the student to external support services, the College must not charge for the referral. Students who seek additional individual support may contact the Director of Studies for further assistance.

Principal Executive Officer:

Name:     Mr. Je Hun Hwang

Phone:    61 2 8068 4336


Student Services and Student Services & Administration Manager :

Name:     Mrs Margaretha Andriani

Phone:    61 2 8068 4336


Director of Studies :

Name:     Mr. Victor Congerton

Phone:    61 2 8068 4336