In the unlikely event that Explore English stops teaching or cannot offer a course (any time after a student has enrolled) their tuition fees will be protected under the ESOS Act. This may occur if Explore English closes its business or its course is removed from CRICOS. This situation is called provider default and there are strict rules that Explore English must follow in such situations.
The refund for provider default will include all the course money paid including those parts of the course the student has already completed. The refund will be paid within two weeks of the course not being provided.
Explore English will provide the student with information about both choices – a refund or placement in an alternative course. Should the student choose to accept placement in an alternative course, the student must agree to this in writing.
In a case of serious misconduct, the Director of the Language Centre, in consultation with the Managing Director will make an immediate decision on suspension or expulsion.
In the event of an Explore English initiated suspension or cancellation, students will be given 20 working days to access the Explore English Complaints and Appeals Process.
Student’s enrolment will be maintained by Explore English until the Complaints and Appeals Process is finalised.
If the Appeal is not upheld, the suspension or cancellation will be notified to the DIBP at the conclusion of the Complaints and Appeals Process.
If the complainant finds no satisfactory outcome with the internal Explore English Complaints and Appeals process then they can request mediation through the Overseas Services Ombudsman. However, Explore English may notify the DIBP prior to the outcome of this appeal.
Students may defer commencement of a course, suspend or cancel their enrolment during their course.
Student initiated deferral, suspension or cancellation (Non Student Visa holders). Refer to refund policy.