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Education Agent Policy

PURPOSE:
  1. This policy has been developed to outline the process for selection of Education Agents to satisfy the requirements National Code and ESOS Act.
SCOPE:
  • APEIRO INSTITUTE takes all reasonable measures to ensure that the Education Agents it engages are ethical, professional and have a working knowledge of:
  1. The National Code,
    1. The ESOS Act, and
    1. APEIRO INSTITUTE’s services
  • APEIRO INSTITUTE will not recruit or maintain a relationship with any Education Agent who is unethical, dishonest, or does not adhere to the principles of the agreement.
PRINCIPLES:

SELECTION

  • APEIRO INSTITUTE will select Education Agents on the basis of their overall experience and understanding of the National Code and ESOS Act:
  1. Education Agents making application to APEIRO INSTITUTE must provide a minimum of 2 Referral Reports. In the event the Education Agent cannot supply this, then APEIRO INSTITUTE will make a professional judgement on the validity of the Education Agents application.
AGREEMENT
  • APEIRO INSTITUTE uses Education Agents and will enter into a written agreement with each Education Agent it engages.
  1. The agreement will specify the Roles and Responsibilities of both parties,
    1. Will include processes for monitoring the activities of the education agent, including where corrective action may be required, and
    1. Termination conditions
    1. All Agreements are valid for 1 year unless specified from the date of signing and renewed based on performance.
  • APEIRO INSTITUTE will ensure in writing that the Education Agent Agrees to cooperate with the VET Regulator:
  • by providing accurate and factual responses to information requests from the VET Regulator relevant to the delivery of services; and
  • in the conduct of audits and the monitoring of its operations.
  • Monitoring:

Education agents’ performance will be monitored every 12 months using the Education Agent Monitoring Form. The purpose of the form will be to collect information on number of applications put forward by the agent, conversion rates, performance of students once enrolled (e.g. course progress and attendance) and whether any unauthorised advice has been followed. Apeiro Institute will also utilise student feedback to inform education agent’s performance.

The monitoring process may include

  1. Face to face meetings,
    1. Regular Feedback from Students on the Agent,
    1. KPI’s, and
    1. Telephone, Online or Email surveys

Where the monitoring process indicates any issues, the agent will be notified of this in writing including a description of the issues and the corrective action required. The corrective action required will depend on the issue identified and may include:

  1. additional monitoring such as monthly monitoring
  2. meetings with agent to discuss issues
  3. training sessions for agent staff
  4. development of an action plan to address issues identified
  5. additional questioning of relevant students
  6. termination of this agreement.

Any changes suggested as part of the corrective action must be immediately implemented by the agent. The corrective action will also be monitored to ensure it is implemented by the education agent.

  • APEIRO INSTITUTE will not accept students from an Education Agent or enter into an  agreement with an Education Agent if it knows or reasonably suspects the education agent to be:
  1. Engaged in, or to have previously been engaged in, dishonest practices, including the deliberate attempt to recruit a student where this clearly conflicts with the obligations of registered providers under Standard 7 (Transfer between registered providers)
    1. Facilitating the enrolment of a student who the education agent believes will not comply with the conditions of his or her student visa
    1. Using Provider Registration and International Students Management System (PRISMS) to create Confirmations of Enrolment for other than a bona fide student
    1. Providing immigration advice when not authorised under the Migration Act 1958 to do so.
  • Where the APEIRO INSTITUTE has entered into an agreement with an education agent and subsequently becomes aware of, or reasonably suspects, the engagement by that education agent, or an employee or sub-contractor of that agent, of the conduct set out above, APEIRO INSTITUTE will terminate the agreement with the education agent.
  1. This does not apply where an individual employee or sub-contractor of the education agent was responsible for the conduct set out above and the education agent has terminated the relationship with that individual employee or sub-contractor.
  1. APEIRO INSTITUTE will take immediate corrective and preventative action upon becoming aware of an education agent being negligent, careless or incompetent or being engaged in false, misleading or unethical advertising and recruitment practices, including practices that could harm the integrity of Australian education and training.
MARKETING MATERIALS
  1. New and Revised marketing materials are to be forwarded to ALL Education Agents, to ensure that APEIRO INSTITUTE’s materials are up to date and do not mislead potential student’s about APEIRO INSTITUTE’s courses and services.
Procedure
AGENT AGREEMENT
  1. Provide an Education Agent Application form to education agent.
  2. On receipt of an application, check that the application form has been completed in full and that any supporting information has been provided.
  3. Send an acknowledgement that the application form has been received within 3 working days of the receipt of the application. Request additional information not provided, as relevant.
  4. Review information included in application form.
  5. Conduct reference checks with the referees provided. Call referees when referee do not reply back to the reference check emails.
  6. Approve the agent’s application where the agent has demonstrated experience and skills, provides services that align with Apeiro Institute’s marketing objectives and positive reports from referees are received.
  7. For successful agents, customise the Education Agent Agreement and send to the agent for signing. This must be within 7 working days of receiving the application.
  8. Where the agent is not deemed to be suitable, send an email within 7 working days of receiving the application advising that their application has not been successful and including the reasons why.
AGENT MONITORING
  1. Regularly update education agents with details of new courses and any updated marketing and enrolment materials/processes.
  2. Monitor agents every 12 months using the Education Agent Monitoring Form.
  3. Where the Education Agent Monitoring Form or feedback from students indicates that the Education Agent may not be meeting the terms of their agreement, immediately investigate the issue.
  4. Where the investigation confirms that the agent has not complied with their responsibilities as per the Education Agent Agreement, contact the education agent in writing to advise to corrective actions that are required.
  5. Implement relevant corrective actions.
  6. Monitor corrective actions as required to ensure they are implemented.
  7. File all documentation associated with monitoring.
AGENT MANAGEMENT
  1. Upon completion of issuing agent agreement, add agent details to PRISMS
  2. Upon completion of issuing agent agreement, inform ASQA via ASQAnet within 30 days
  3. Update agent details on website
  4. Issue agent agreement to agent including the Education Agent Policy
  5. Provide agent all relevant forms for enrolment and marketing material