ABILITY English Student Handbook 2011 Version 9.3

(1)

(2)

(3)

Important contact details

Ability Education’s staff

National Manager Ruby Biscuit

Education Manager Charlotte Petitprez

Assistant Education Manager Miguel Calcagno

Student Services Officers Roberta Lopasso, Emma Dowsett, Marcela Hrckova

Accommodation Officers Baron Li, Hye Lim Choi

Ability Education reception: (02) 9211 4161 Level 4, 10 Quay St, Sydney 2000, NSW Australia

Ability emergency Help Line: (open 24 hours, 7 days a week) 1800 011 951

Emergency: Police, Ambulance and Fire Brigade phone 000

Translation service: 131 450

If you want a translator to talk to a government department, call 131 450. You can explain the problem to someone who speaks your language, and they will help you.

Legal services: 1300 888 529

If you need legal advice, Legal Aid New South Wales can be contacted on the above number or online www.legalaid.nsw.gov.au (for more information see Student Services).

OSHC Worldcare 9238 0800

Most Ability Education students on a Student Visa will have their overseas health cover with Worldcare. For help with claims or booking a doctor’s appointment please see Student Services.

Please note that pregnancy is not covered by your health insurance.

Mental Health Service

(02) 9840 3767

Multicultural Mental Health Centre (for more information see Student Services).

Grievance:

If you wish to lodge an external appeal or complain about a decision made by your college, please contact the Overseas Students Ombudsman: www.oso.gov.au or phone 1300 362 072

(5)

Student Services

Our student counsellors are here to help you. For some young people, studying in Australia will be their first time away from family and friends. We understand what this can be like and will help you to meet these and any other issues that may concern you. Student Services can also help you with such matters as:

List of services

• Accommodation: We can help you with Homestay problems or booking other types of accommodation for a short or longer time.

• Activities: Ask us about activities and excursions.

• Appointments: If you want to talk with Education or Admission staff, please make an appointment with Student Services.

•

Attendance:

You must attend more than 80% of your classes, at all times. Please ask Student Services if you have any questions.

• Course certificates: When you have successfully completed your course, to receive your Ability Education Certificate, please fill out the Exit Survey.

• Health insurance: Student Services can help you make claims for health insurance.

• Holidays from your study: Complete a Holiday Form at Student Services one (1)

week before your planned holiday.

-‐ To take a holiday, your attendance must be above 80%.

-‐ If you are on a Student Visa, you can have a one week holiday after you have completed six (6) weeks at Ability Education. (Check with Student Services as there are exceptions).

-‐ If you are on a Tourist or Working Holiday Visa, please come to Student Services to see if you can have a holiday.

-‐ If you are studying in a closed course (BUS, FCE, CAE, Pronunciation & Fluency and EAP) you cannot take holidays.

-‐ Unused holidays cannot be carried forward to new enrolments

• Homesick or having trouble adjusting to life in Australia? Please come and talk to a friendly staff member, we can help you.

• Problems and questions: We are here to help you with any problems. If you need help in your language, we can make an appointment with someone who can speak your language.

(6)

• Proof of Study letter: We can write you a letter to prove you are studying in Australia. You may need this document to open a bank account.

• Student cards: These will get you student discounts (food, cinema). Replacement cards cost $5. Student cards are not valid on public transport or as a proof of identity (ID).

• Tax file number: You will need a tax file number (TFN) to work in Australia.

Activity calendar

To learn about coming activities, you should regularly check the activity calendar. It is displayed around the school and on the website, or ask at reception.

Mondays: Soccer with Adam. Meet at reception at 3:30 pm.

Tuesdays:

Job seminar. We can help you with your job resume/CV and how best to get a job.

Wednesdays: Every second Wednesday. Meet the OSHC Health Insurance

representative to process health claims and ask questions.

Thursdays: Pool competition with Adam at the Shark Bar.

Weekend: Trips to visit places around Sydney and have fun practising English.

Facilities and resources

Computer room: There are student computers that you can use during break times.

Please do not download music, videos or applications. You cannot save data to the computer hard drive.

No drink/food is allowed in the computer area.

Printing, photocopying and scanning: If you need to print, copy or scan anything, please ask

Student Services and they will help you. You will need to pay:

A4 B&W A3 B&W A4 Colour A3 Colour 20 cents 40 cents 40 cents 80 cents

Student common rooms: Student common rooms are on all levels. There you have free use

of tea and coffee making facilities, microwave ovens and fridges.

(7)

Health services

Health insurance

1) Student Visa holders

All Student Visa holders must have overseas health cover for the duration of their stay in Australia. If you have Worldcare Overseas Student Health Cover (OSHC) you can see a list of doctors on the website:

www.oshcworldcare.com.au/member_student/medical_providers.aspx

2) Working Holiday or Tourist Visa holders

The following countries have reciprocal health arrangements with Australia: Belgium, Finland, Italy, Malta, the Netherlands, Norway, Sweden and the United Kingdom. Students from Italy are covered for a period of six months from the date of arrival in Australia.

Medicare Card

To apply for a Medicare Card, just take your passport and visa to Medicare Australia, Shop 30, Town Hall Square (Near Town Hall Station, Sydney)

Payment for doctor’s visits

Some medical practitioners ‘bulk bill’, which means you pay some or none of your doctor’s bill. Other medical practitioners do not bulk bill which means you will need to pay for your treatment at the time of your appointment with them and then make a claim for a refund later to a Medicare office. To find a doctor that bulk bills please see Student Services.

Mental health services

If you have experienced any of the problems below (or other emotional difficulties) and

would like help, Student Services can put you in contact with the Multicultural Mental Health Centre ([02] 9840 3767). They have experienced counsellors who speak over 60 languages.

• Alcohol or substance addiction/abuse

• Death of a family member or friend resulting in psychological problems • Depression

• Gambling addiction

• Any other emotional or mental condition that is affecting you

You can also contact the Department of Human Services -‐ Mental Health & Drugs Division that has experienced counsellors. Psychological problems -‐ 1300 767 299; Alcohol / Substance abuse -‐ 9096 5139 / Gambling addiction– 1800 858 858

Ability emergency helpline: Call 1800 011 951 when the school is closed. They can help you

with such problems as the following: • If you need a doctor

• If you lose something important (such as your passport or keys) • In case of theft

(8)

Opening a bank account

It is easy to open a bank account. You just need your Confirmation of Enrolment (CoE) issued by the Department of Immigration and your passport. You may (depending on the bank) need a ‘Proof of Study’ Letter which you can get from Student Services.

Take these documents to the Commonwealth Bank (691-‐693 George Street) – or any other bank of your choice – and ask to open a Smart Access or Complete Access account which comes with a debit Mastercard. You will need to be 18 years or over to open one of these accounts. Because you are a student, the monthly access fee will not apply. If you are under 18 you can open a Streamline account.

Grievance (complaint) and appeals procedure

If you want to complain about anything you are unhappy with at Ability Education, you may use the grievance and appeals procedure. It is available to you at no cost and you are welcome to bring a support person, friend or interpreter [to any meetings. While your grievance is being resolved you will continue to be enrolled in normal classes. The school will immediately make any necessary changes once a solution has been agreed on. The

procedure:

1) Come to Student Services and ask to see the Education Manager. Fill out the Grievance

Form. We will contact you within 10 working days with a solution.

2) If you are not happy with the solution, come to Student Services and fill out the Appeals

Form. The National Manager will contact you within 10 days with a second solution.

3) If the you wish to lodge an external appeal or complain about this decision, you 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. See the Overseas Students Ombudsman website www.oso.gov.au or phone 1300 362 072 for more information.

(9)

Important information for Student Visa holders

Attendance

These are the attendance conditions at Ability Education and required under your Student Visa:

• If you are on a Student Visa and your attendance is below 80%, you will receive an ‘Attendance Warning’ letter.

• If your attendance does not improve (and you cannot possibly reach an attendance rate of 80%), then you will receive an ‘Intention to Report’ letter and you may be reported to the Australian Government Department of Immigration and Citizenship.

• If you are sick, and you are on a Student Visa, you must bring a medical certificate to Student Services.

• You have 20 days after you receive the ‘Intention to Report’ letter to appeal a decision. It is your responsibility to look at the student web portal or the attendance folder to check your attendance.

• You will be marked absent for a study session if you are late.

Contact details

If you have a Student Visa, you must give Student Services your current address and phone number.

(10)

Education information

Class abbreviations

All our courses have short names that you will see on noticeboards and rolls. They are explained in the tables below:

General English classes

Other classes

College rules

Please do not do any of the following:

• Speak in your own language at school.

• Say bad things about people from another country, religion, gender or ethnic group. • Use your mobile phone in class.

• Use a student computer or play table tennis during class time. • Leave the classrooms, common rooms or kitchen untidy. • Smoke in the front of the school.

Ability Education has the right to suspend or cancel a student’s course if the student does not behave well at the college.

Assessment policy

• General English: Weekly tests every Monday morning on what you learnt the week before.

• IELTS, FCE and TOEIC: Weekly practice exams every Friday to prepare you for the official exam.

• EAP: Several assignments during the 10 week course. • Business English: Project work assessed every three weeks.

Beg Beginner Elm Elementary Pre Pre-‐intermediate Int Intermediate Upper Upper-‐intermediate Adv Advanced

Int Pathway Intermediate Pathway Upper

Pathway Upper-‐intermediate Pathway

BUS Business English

PRON Pronunciation & Fluency

FCE First Certificate in English

Preparation

CAE Certificate of Advanced English

EAP English for Academic Purposes

IELTS IELTS Preparation

TOEIC Teaching of English for International

(11)

Homework

Teachers provide you with homework on a regular basis. You should complete your homework so that your English will get better faster.

Friday study choices

If you study on Friday, you can choose your optional classes on the day. There are classes and activities like Conversation Club, writing workshops, Vocabulary for Everyday English, DVD club, TOEIC, Business English and sports. Check the student notice board and ask Student Services for more options.

Materials’ fee and book policy

Ability Education’s materials’ fee covers the cost of all student text books, all photocopied materials and all exam papers and practice tests.

On the first day, you are given a new text book. This will be replaced as you advance to a higher level.

If you begin studying in Pronunciation & Fluency or Business English, you are given photocopied materials created specifically for your course.

You must write in your text books in pencil. When you change level or course, you will receive a replacement book. Please erase the pencil from your text book and swap it at reception for your next text book.

NO book will be accepted for replacement with either pen or pencil writing inside.

If you do not give us your old text book back, or if it is not clean, you will need to buy your next book. Also, if you want to by your book at the end of the course, the prices are:

Course Second hand book New book

General English

(Beginner, Elementary, Pre-‐ Int and Int levels)

$10 $45 General English (Upp-‐Int, Advanced) $20 $45 FCE, CAE $40 $65 EAP $15 $35 IELTS $40 $65

(12)

Sometimes Ability Education may need to buy your text book, say when you finish your course. But, the book must be clean and free of pen or pencil writing. Ability Education is under no obligation to buy your text book, but if we do, we will pay:

Course Second hand book

General English $20 FCE, CAE $40 EAP $15 IELTS $40

Change of enrolment information

Changing class times

If you want to change your class times, please fill in a form from Student Services at least one (1) week before you want to change. The Education Manager needs to approve your change. Check the student’s notice board on Thursday for your new class times.

Changing class language level

As your English improves, your teacher will promote you to a higher level. Your teacher will talk to you more about this.

(13)

Changing courses and hours of study

If you decide to change your course, you may have to pay a fee. All fees are in the table:

Changing course or hours of study FROM: Change TO: Administration _fee

1 From General English Intensive (23 hours /

week, Monday to Friday) providing there is no change of dates affecting the course structure – see point 9

Any 23h course Free*

2 From General English Standard (20 hours /

week, Monday to Thursday) providing there is no change of dates affecting the course structure – see point 9

To any 23h course

You pay the course fee difference only

3 Any course Evening version of same course Free *

4 Evening General English Day version of same course 20h $50 or the course

fee difference if there is any

5 Evening General English and IELTS Day version of same course 23h You pay the course

fee difference only

6 Before the course starts, change from:

• Business English • Cambridge (FCE or CAE) • EAP

• IELTS

Any course with same hours

Free*

7 After the course starts from:

• Business English • Cambridge (FCE or CAE) • EAP

To any other course $100*

8 Sydney Melbourne $50

9 Melbourne Sydney $50

10 Change of course structure once a student has

commenced, which includes: • Start and finish dates • Breaks between courses

• Please note if a new Confirmation of Enrolment (CoE) is needed another $50 per CoE will be charged

• This CoE fee will be charged regardless of to what courses the student changes

A student will be charged $50 per enrolment change. For example:

• Student Jose, applies for 3 course changes – he will be charged $150

• Student Maria, applies for 1 course change ($50) and then comes back 2 weeks later for another change she will be charged another $50

$50 per enrolment change (this could include 1 or more changes per request)

$50 per CoE change

11 General English Intensive General English Standard Day $50*

* There will be no refund of the course fee if your initial course has started (initial course commencement date) in the case of any changes from a 23 hour per week course to a 20 hour course. Students who initially changed from 23 to 20 hours per week and want to change back to 23 hours under their original course structure will have to pay $50.

(14)

Student refunds

Before the initial course commencement date: For Ability Education’s refund policies,

please refer to the table below or to the back of the Enrolment Form

After initial course commencement date: Once you have started your course, if you want to

cancel or shorten your course Ability Education is under no obligation to give you a refund, including under extreme circumstances. However, Ability Education may consider a refund or part refund in extreme circumstances such as health reasons or a death in the family. You will need to provide three forms of evidence of the situation:

1. Medical certificate.

2. Evidence of a return airfare.

3. A signed letter explaining why you need a refund and giving your final day of study.

The National Manager will make a decision within 10 days and contact you.

Unused tuition is not transferable to another student.

Student refund policy

Notice of cancellation Refund

If a student’s visa application is rejected. (We will need to see the original letter from the

Australian Embassy/Consulate rejecting the application).

100% of tuition, accommodation, material fees and OSHC (Overseas Student Health Cover) fees. No refund on enrolment fee, accommodation placement fee, guardian arrangement and guardianship (police) check fee.

Ability Education cancels a course. 100% of tuition, accommodation, material fees, OSHC (Overseas Student Health Cover) fees and enrolment fee.

The student gives more than 28 days’ notice of initial course cancellation before the student’s initial course starts.

80% of tuition fees, 100% of material fees and 100% of OSHC (Overseas Student Health Cover) fees. No refund on enrolment fee. For accommodation fees please see the Accommodation refund table

The student gives 28 days or less notice of initial course cancellation before the student’s initial course starts.

50% of tuition fees for 1-‐24 course weeks and 100% for the remainder. 100% refund for materials and OSHC (Overseas Student Health Cover).

Cancellation on or after the initial course starts. No refund. If a student breaches their visa conditions resulting in

(15)

Accommodation and airport pick up: cancellation and refunds policy:

Homestay accommodation cancellation and refund policies Booking fee No refund

Guardian placement fee (for

students under 18 years old) No refund Guardianship (police) check fee No refund Airport transfer service: 2 working

days’ notice must be given of any changes to details of inbound flights

If less than 2 working days’ notice is given for a change of flight details, then no refund

Homestay deposit: The student cancels after the accommodation booking has been confirmed 2-‐4 weeks’ notice Compensation payment equivalent to 1 week’s accommodation

fee is payable to the accommodation provider. 1-‐2 weeks’ notice Compensation payment equivalent to 2 weeks’ accommodation fee is payable to the accommodation provider.

Under 1 week’s notice No refund

After a student has commenced their stay

No refund

A student wants to change their

Homestay after they have commenced their stay.

The student must repay the booking fee, give 2 weeks’ notice to the current Homestay provider and pay for a minimum of 4 weeks accommodation at the new Homestay.

Student accommodation cancellation and refund policies Booking fee No refund

Airport transfer service: 2 working days notice must be given of any changes to details of inbound flights.

If less than 2 working days notice is given for a change of flight details, then no refund. (This is the same as for Homestay.)

Student accommodation deposit: Cancellation before a student

starts their accommodation. A payment equivalent to 2 weeks’ accommodation is payable. Note that if a student arrives later than the starting date of their booked accommodation, they will be charged for the days they have missed.

Cancellation after the student

(16)

Applying for deferment, temporary suspension or a leave of

absence due to compassionate circumstances

You may be granted a deferment, temporary suspension or a leave of absence from your studies under extreme circumstances, such as serious health issues or a death in your family. If you want to apply for deferment, you need to:

1. Inform Student Services.

2. Fill in a Course Cancellation/Deferment/Temporary Suspension Form, including giving: a. Reason for deferment or suspension of studies

b. Dates of the period of deferment or suspension of studies c. Evidence for deferment (such as medical certificates), and d. Signing the form

Ability Education will inform the Australian Department of Immigration that your enrolment has been deferred temporarily suspended or cancelled. This can affect your visa.

Student course suspension and cancellation

If you decide to cancel your course to return home:

1. You need to tell Student Services you want to cancel your course.

2. You need to fill in a Course Cancellation/Deferment/Temporary Suspension Form. 3. If you choose to cancel your course, you will not get a refund.

4. Ability Education’s Admissions Office will contact you to tell you if your cancellation form has been accepted and the date on which your Certificate of Enrolment will be cancelled.

If you want to transfer to a new provider (college):

1. You will not be able to transfer from Ability Education to another college within six (6) months of the commencement date of your initial course unless you receive a letter of release from Ability Education.

2. Ability Education is under no legal obligation to refund you if you decide to transfer to a new provider, but Ability Education may decide to grant a Letter of Release, at no cost to you.

3. You will need to contact the Australian Department of Immigration and Citizenship for visa advice.

4. If you are under 18, you must provide Ability Education with written evidence from your legal guardian or parent, supporting the transfer to another provider.

5. If you are under 18, you must have written confirmation that the new provider will accept responsibility for approving your accommodation, support and general welfare arrangements if you are not living with a parent, legal guardian or suitable nominated relative.

(17)

Letter of Release

Conditions for granting a Letter of Release:

Ability Education will consider providing a Letter of Release to you in the following

circumstances:

1. Ability Education believes you would be better placed in a course not offered by Ability Education.

2. Ability Education ceased to be registered or the course in which you are enrolled ceased to be registered.

3. Sanctions imposed on Ability Education by the Australian Government or the NSW Government prevent you from continuing in the course.

Ø Conditions for not granting a Letter of Release Ability Education will NOT provide a

Letter of Release to you in the first six months of their principal course in the following circumstances:

1. The transfer is not in your best interest, for example, it may jeopardise your learning progress.

2. You owe Ability Education course fees.

3. You are applying to study a course similar to a course offered at Ability Education. 4. You are seeking transfer to avoid being reported to Department of Immigration and

Citizenship for failure to meet academic progress or attendance requirements.

If your transfer is denied, Ability Education will inform you in writing with reasons. You may access Ability Education’s internal complaints and appeals process if you are not happy with the decision (refer to Grievance and Appeals Procedure in this Student Handbook).

Frequently asked questions

Here are answers to some frequently asked questions.

How many students will there be in my class?

You should have no more than 18 students in your class (Monday to Thursday). The classes change every week as some new students arrive on Monday morning and other students leave at the end of the week.

How many students from my country will there be in my class?

The Education Manager tries to make sure that there will be students from different nationalities in each class. As well as helping everyone get to know people from across the world, this makes sure that everyone has to speak English. However, sometimes you will be in a class with people from the same country as you.

What if the teacher is speaking too quickly for me?

If you want your teacher to speak more slowly, please ask the teacher. Do not be afraid, the teachers are here to help you.

(18)

What if I do not like the way my teacher teaches me?

Talk to your teacher about your worry. Remember, while it may be different from your country, our teaching style is based on modern educational research. If you are still unhappy you can talk to the Education Manager.

When can I go up to the next level?

When your English skills improve, you will go up to the next level. You will do a test every week to see how well your English is improving. If you get good marks in all skills (writing, speaking and listening), the teacher will ask the Education Manager to put you up to the next level.

Can I change my class times?

Yes, you can apply to change your class times. You need to fill out a Class Transfer Form at Student Services by 6 pm on Tuesday one week before the change. The Education Manager will decide if you can change your class time. Please check the student notice board on Thursday for your new class.

Can I change from General English to another English course?

Yes, you can change to an English for Specific Purposes (ESP) course (for example, a Business English, a Cambridge Exam Preparation, IELTS or Pronunciation & Fluency course). First, you need to do a speaking evaluation with your teacher, then come to Student Services to complete an ESP test. The Education Department will contact you with the results.

Is there help if I am homesick or find study in Australia difficult?

Yes, come and talk to Student Services or the Education Managers. Our student counsellors are here to help you feel at home and comfortable living and studying here. You can also call the Ability Emergency helpline (1800 011 951) if the school is closed.

We hope you study hard, learn a lot and have a great time here at Ability

Education. Remember, we are all here to help you.

(19)

Who can I talk to? (Summarising some of the answers in the above)

I want to change level I want to change my teacher I want to study in an ESP course

Teacher

Assistant Education Manager

Teacher (to fill out a Speaking Level Form)

Student Services (ask for an ESP test)

Education Manager will contact you with results.

I want to go on holidays.

Student Services (complete Application Form 1 week before holiday start)

I want to change my class timetable.

Student Services (complete ‘Change of Class Time’ 1 week in advance)

Check the notice board on Thursday to see if you have changed class

I am unhappy with my English studies

Talk to your teacher and they cannot help you, then talk to the Education Managers.

I am unhappy with the solution Ability Education gave me

Contact the Overseas Students Ombudsman on:

www.oso.gov.au

(20)

Ability English Pty Ltd CRICOS Code: 01530K

Level 4, 10 Quay Street, Sydney, NSW 2000, Australia Phone +614 9211 4161, Fax +612 9211 4899