Student Support Services

The following services are available for students to access.

Within the vicinity of each IIBT campus, there are conveniently situated non-emergency health service providers who can cater to our overseas students’ needs. Overseas students can access the services using their OSHC membership.

For critical incidents leading to an emergency, please call the Australian national line on 000.

Critical incidents may include severe verbal aggression, domestic violence, drug or alcohol abuse, natural disaster and medical emergency.

If someone is seriously injured or in need of urgent medical help, life or property being threatened, or just witnessed a serious accident or crime, then it is a must to call 000. Help can be administered, and the caller will be directed to the relevant Police, Fire or Ambulance services.

IIBT recognises that differences can arise from time to time. IIBT has a fair and equitable process for dealing with complaints, grievances and appeals at no cost to the student. A fast settlement between the parties of these matters is always a priority.

Note that:

• If any of the external or internal complaints handling or appeal processes results in a decision that favours the student, IIBT will immediately implement that decision and advise the student of the outcome.
• If the student decides to access IIBT’s internal complaints and appeals process, IIBT will maintain the student’s enrolment while the complaints and appeals process is ongoing.
• IIBT will ensure to uphold procedural fairness at every stage of the complaints and appeals process.
• IIBT will make sure that its complaints and appeals policies are always publicly available.
• Students who wish to file a complaint or appeal can access and download the forms here:

1.  Complaints Form: http://www.iibt.edu.au/wp-content/uploads/2019/01/Complaints-Form-v6-0.pdf.
2. Appeals Form: http://www.iibt.edu.au/wp-content/uploads/2019/01/Appeals-Form-v6.1.pdf.

Types of complaints and how to handle them:

Steps to Follow:

• Most complaints/appeals may be handled firstly by the person to whom they are addressed.
• If the student is not satisfied from the first step, then he/she should obtain a Student Complaints/Appeals Form, available on the student’s RTO Portal or from the Academic Dean and Principal.  The Receptionist/Student Welfare Officer can assist the student in completing the form. Please see the Student Welfare Officer at Reception for any assistance. These forms are also accessible at IIBT’s website.
• The Principal will ensure that the student’s Complaint and Appeals Form is entered correctly and will try to resolve the issues and provide valid reasons for the decision. This will mainly involve meeting the student at no cost within 20 working days of the complaints and appeals lodgement date.
• IIBT’s internal appeals processes will then be followed as outlined in the Student Handbook.
• The result of the meetings will be recorded in writing, and a copy will be issued to the student.
• If the student is not satisfied with the internal outcome of the complaint or appeal, then he/she can lodge the complaint or appeal the decision to IIBT’s Student Appeals Committee (SAC).

Student still not happy with SAC’s Outcome?

The student can lodge an external complaint or appeal about the decision made if he/she is still dissatisfied with the outcome of the IIBT’s complaints and appeals process.

If the student wishes to lodge an external complaints or appeals, he/she can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their private education or training provider.

Visit the Ombudsman’s website www.ombudsman.gov.au/How-we-can-help/overseas-students or call 1300 362 072 for further information.

IIBT understands that students need support with general or personal circumstances that adversely affect their study life in Australia. IIBT provides the following services, and also refer students to professional service providers if our team is unable to assist the situation directly.

• Personalised support
• Networking Advice and Events participation
• Life Skills Workshops
• Wellness Services
• Job Placement
• Airport Pickup
• Accommodation and Homestay
• Integration Advice
• Cultural Awareness
• Inter-Institutional Sports

General or Personal Counselling Providers List