Student Support Services

At APEX, we believe our student-focused accessible support systems are the foundation of our exceptional student experience. We understand that adjusting to life in a new country and meeting academic requirements may be more difficult for some students than others. Accordingly, we are committed to ensuring that our students are actively supported – both personally and academically.

Student support services are available on campus and online. On this page we have included information on the types of student support services, resources for specific support required, and contact details of student support team.

Our Student Handbook contains important information our student policies, student support services (including accommodation and jobs assistance) and orientation information.

Speak to an APEX Adviser Student Handbook Student Academic and Non-Academic Support Policy and Procedure

Non-Academic Support – Student Services Officer

A Student Services Officer (SSO) is the first point of contact for any non-academic issues faced by students. The SSO may be accessed for academic issues who may then refer the student to academic staff as relevant.

SSO are the designated student contact officer for emergency purposes.

The Student Support Officer ensures up-to-date information is available for student support services and that any contacts provided are current. This information is given to students as part of the student Orientation program.

SSO are available at Reception/ by phone/ by email as per the below:

  • at Campus – ask to speak to a Student Services Officer at Reception Available Monday to Friday 8:00AM – 5:00PM
  • Additional hours: Available till 9:00PM if evening classes are held and during class hours on the weekend if weekend classes are held.
  • by phone – call 8007 6262 and ask to speak to a Student Services Officer
  • by email – support.he@apexaustralia.edu.au

Details of the SSO including name, location and how to contact them will be posted on Student Noticeboards and on the Student Portal.

Please also refer to the Student Academic and Non-Academic Support Policy and Procedure for additional information concerning academic and non-academic support for APEX students.

Student Academic and Non-Academic Support Policy and Procedure

There are many issues that may affect a student’s social or personal life and students have access to the SSO during our hours of operation to gain advice and guidance on personal, accommodation, or family / friend issues.

You may wish to discuss issues relating to topics similar to those below with the student support services officer:

  • Adjusting to life and culture in Australia
  • Homesickness
  • Accommodation
  • Opening bank accounts and applying for TFNs
  • Work-related issues
  • Assistance with language problems
  • Course progress and attendance requirements
  • Personal matters such as religion, domestic violence, unplanned pregnancy, victim or witness of a crime etc.

Internal support services will be provided to you at no extra cost. Where the SSO feels further support may be required, a referral to an appropriate support service or relevant professional will be organised. Students will be advised of any fees and charges for an external service prior to using such services.

Contact Us

Academic Support

Teaching Staff

All teaching staff will make themselves available for one hour per week for each unit of study they are teaching in order to allow students to consult on issues related specifically to those units of study. The consultation hours for the teacher will be specified in the Unit Student study Guide.

Course Coordinators can assist where students have concerns with their attendance, academic performance or other related issues that are placing them at risk of not achieving the requirements of their course. All students are able to gain advice and support in ensuring they maintain appropriate academic levels, attendance levels, and general support to ensure they achieve satisfactory results in their studies.

All students are monitored in accordance with the Student Academic Progression Procedure in order to identify student-specific issues.

Student Academic Progression Policy and Procedure

Non-Teaching Staff

The CEO/Executive Dean and other non-academic APEX staff are available for student consultation by appointment at the Reception.

Support for developing academic skills is available through the Librarian/Learning Support Officers.

Librarian / Learning Support Officer

The Librarian/ Learning Support Office (LSO) is the first point of contact for support for developing academic skills and English Language support.

Librarian/LSO is available at Reception/ by phone/ by email as per the below:

  • at Campus in the Library and Learning Centre – ask to speak to the Librarian/LSO at Reception Available Monday to Friday 8:00AM – 5:00PM Additional hours: Available till 9:00PM if evening classes are held and during class hours on the weekend if weekend classes are held.
  • by phone – call 8007 6262 and ask to speak to the Librarian/LSO
  • by email – learningsupport.he@apexaustralia.edu.au

Please refer to the Student Academic Progression Procedure, Section 2.4 Academic Literacy and English Language Proficiency concerning how students can be supported at APEX Australia concerning academic skills and English Language support.

Student Academic Progression Policy and Procedure

Please also refer to the Student Academic and Non-Academic Support Policy and Procedure for additional information concerning academic and non-academic support for APEX students.

Student Academic and Non-Academic Support Policy and Procedure

External Counselling Service

The SSO is able to assist in times of stress or pressure during the course. Students may make an appointment to see the SSO or a member of APEX’s staff for advice relating to study, such as:

  • Time management issues;
  • Setting and achieving learning goals;
  • Motivation;
  • Ways of learning;
  • Self-care.

If the need for additional counselling services arises, the SSO has the contact details of APEX’s external counselling services. APEX has formed an agreement with an external counselling service where APEX students and staff can receive the first two counselling sessions free of charge.

Student Orientation and Induction

Student Orientation

All students are expected to attend an Orientation day at the beginning of their studies with APEX Australia. For international students, attendance at the APEX Australia Orientation is compulsory.

APEX Australia’s Orientation day is managed by the SSO and will include:

  • A tour of APEX Australia campus, library and learning areas, classrooms, student areas, student administration and student support areas, and any other relevant areas, such as toilets, fire exits, and restricted areas.
  • Information about policies and procedures generally, grievance procedures specifically and how to access the services of the SSO.
Student Handbook

Academic Progress and Students at Risk

Satisfactory academic progression criteria

All students need to achieve Satisfactory Academic Progression.

A student will achieve satisfactory academic progression each study period when the student meets the Minimum Academic Standards. A student has achieved Minimum Academic Standards in a study period when the student:

  • achieved a minimum Pass grade for at least 50% of the units attempted in a study period; and/or
  • did not receive a Fail grade for a unit attempted the second time.

A student that does not achieve Satisfactory Academic Progression includes:

  • a ‘Student at Risk (SAR)’ or
  • a student that falls into the criteria of ‘Unsatisfactory academic progress’.

Student at Risk (SAR) criteria

A student will be a Student at Risk if one or more of the following criteria applies:

  1. The student did not meet the Minimum Academic Standards:
  2. For domestic students only, the student demonstrates that the progress made in the student’s course to date may not allow completion of the course in the maximum time allowed for that course;
  3. For overseas students only, the student demonstrates that the progress made in the student’s course to date may not allow completion of the course requirements in the expected duration for that course (as stated in the eCOE);
  4. For overseas students only, the student is at risk of not meeting progress requirements under the ESOS Act 2000 or under other regulations that affect eligibility for an Australian student visa; or
  5. The student was previously a Student at Risk with a Student at Risk Academic Support (SARAS) Agreement, and in the subsequent semester during which the SARAS Agreement applied, the student:
    • met the Minimum Academic Standards; but
    • did not satisfy one or more of the other conditions of the SARAS Agreement.

Unsatisfactory academic progress

A student will have made unsatisfactory academic progress if one or more of the following criteria applies:

  1. The student does not meet the Minimum Academic Standards as a condition of the SARAS Agreement;
  2. For domestic students only, the student demonstrates that the progress made in the student’s course to date will not allow completion of the course in the maximum time allowed for that course (including any extension of time granted);
  3. For overseas students only, the student demonstrates that the progress made in the student’s course to date will not allow completion of the course requirements in the expected duration for that course (as stated in the eCOE);
  4. For overseas students only, the student has failed to meet progress requirements under the ESOS Act 2000 or under other regulations that affect eligibility for an Australian student visa; or
  5. The student is in breach of academic integrity and /or academic misconduct under the APEX Australia Student Academic Misconduct Policy and Procedure and/or APEX Australia Student Code of Conduct.

Overseas Student Unsatisfactory Academic Progress

  1. An overseas student that has made unsatisfactory academic progress will be in breach of their student visa. The student will have their enrolment terminated (the eCOE will be cancelled) and may be reported to the Department of Education, Skills and Employment in PRISMS by the Dean.
  2. Within 7 days of the of the release of results for the semester, the Registrar will email Letter: Unsatisfactory Academic Progress to the student.
  3. The student will be advised in writing of the:
    • the decision to terminate the student’s enrolment (cancel the eCOE);
    • APEX Australia’s intention to report the student to the Department of Home Affairs in PRISMS for unsatisfactory academic progress;
    • Student’s responsibility to contact the Department of Home Affairs (DHA) for advice on any potential impacts on their visa;
    • the reason for APEX Australia’s decision, including how the student has demonstrated unsatisfactory academic progress;
    • the student’s right to access the APEX Australia Student Grievance, Complaint and Appeal Procedure to appeal the decision within 20 working days; and
    • external appeal rights available to the student.
Student Academic and Non-Academic Support Policy and Procedure

Support For Aboriginal And Torres Strait Islander Students At APEX Australia

APEX Australia provides additional assistance and support to all Aboriginal and Torres Strait Islander students throughout their journey at APEX Australia by ensuring each student is mentored by a Student Services Officer (SSO) throughout their study at APEX Australia with regular face-to-face support meetings. If an Aboriginal and Torres Strait Islander student is a Student at Risk, the mentorship with the SSO will be reviewed and considered in the SARAS Agreement.

Student Services Officers and Admissions Officers can also offer support in areas including, but not limited to:

  • enrolment and admission assistance and priority,
  • facilitating access or referral to external student support/pastoral care by the Australian government,
  • assisting with accommodation support/advice (some including emergency accommodation),
  • ensuring students have access to learning resources such as computers, printers and photocopying,
  • facilitating access to Aboriginal and Torres Strait Islander events such as NAIDOC (National Aborigines and Islanders Day Observance Committee) Week, Sorry Day and Reconciliation Week.

Accommodation

APEX does not offer accommodation services or take any responsibility for accommodation arrangements but can refer students to appropriate accommodation services. All international students are encouraged to have accommodation organised prior to arrival in Australia.

When choosing accommodation, the most important thing is to feel secure and happy, so you can focus on your studies and enjoy life. It is a good idea to research all your options before making a decision. The breakdown of accommodation costs is provided above.

You can rent a house or apartment from a real estate agent or a private landlord. For a listing of real estate agents visit:

You can also search for Youth Hostels

Youth Hostels in Sydney and NSW offer cheap, short -term accommodation. Most have a mix of private rooms and dormitory accommodation.

For more information visit:

Special Needs

A student is requested to advise their Course Coordinator of any disabilities that may affect their learning, e.g. difficulty in hearing. The SSO is available to provide advice to students and to consult with the Course Coordinator regarding any necessary adjustment for accommodating these Special Needs.  The student will be required to fill out the Request for Support for Special Needs Form.

Hardship

The requirements of study may present some students with hardship due to economic, social or other difficulties. An international student who is an applicant under this category must still meet the requirements of the relevant regulations affecting their individual student visas.

Where genuine hardship exists, a student may make application seeking permission to review their workload or other related matters. To make an application, a student is required to provide a letter to the SSO describing the reason for their hardship. It is essential to include evidence supporting a claim of hardship, for example:

  • Financial hardship: government benefit statements, pay slips or bank statements which indicate financial status;
  • Medical grounds: medical certificates stating nature of condition, duration;
  • Single parent: evidence by way of statutory declaration and supporting government documentation

Legal Support

The legal system in Australia can be new to many students and it is important to understand student rights and obligations, both as a student, and as a resident of Australia. APEX Australia cannot provide legal advice, but is able to assist with general information about how to find legal information or where to look for legal advice.

APEX’s Student Support Officer is able to assist with these matters. Students can contact various legal services available in Australia.

Students who require assistance in legal matters free of cost may contact NSW Legal Aid

Legal Aid NSW:

Parramatta Legal Aid Office

You can receive free assistance on issues of legal rights, either face to face or over the phone.

1300 888 529

www.legalaid.nsw.gov.au

Parramatta Legal Aid Office (This office provides free legal advice in family and civil law matters)

Phone+61 2 9891 1600

Level 4, 128 Marsden Street, Parramatta, New South Wales 2150 (0.8 km)
Working Hours: Monday to Friday, 9:00am to 5:00pm

International Student Legal Service NSW

Study NSW and the City of Sydney fund the International Student Legal Service NSW. This service gives free, confidential legal advice to international students living in New South Wales. A Legal Aid Office is located in Parramatta (as above). For further information please access:

https://www.study.sydney/programs/covid-19-help-hub/legal-advice

International students in NSW can get advice about housing problems, fines, debts, car accidents, employment, discrimination, family law, domestic violence, and complaints about colleges or universities. They can also advise how these problems affect student visas.

Students can make an appointment in person or via electronic communications with Student Counsellor to discuss how problems such as those above can affect the Student Visa and other rights and responsibilities.

Complaints and Appeals

Grievances, Complaints and Appeals

APEX Australia is committed to developing a culture that views grievances as an opportunity for improvement. A grievance can be defined as a person’s dissatisfaction with any aspect of APEX Australia’s services or activities.

A grievance becomes a complaint only when a student takes further action in the form of an informal complaint or a formal complaint to APEX Australia.

Grievances include both academic and non-academic matters, such as:

  • The enrolment, induction/orientation process;
  • The quality of the education provided;
  • Academic issues, including student progress, assessment, curriculum and awards in a course of study;
  • Handling of the personal information and access to personal records;
  • The way someone has been treated.

APEX Australia responds to any complaint or appeal the overseas student makes involving the dealing or conduct of any of the below:

  • APEX Australia, including its teachers and other staff.
  • Any third party providing any Course or Services on behalf of APEX Australia
  • APEX Australia’s education agents
  • Any student or client of APEX Australia

Process For Making Complaints and Responsibilities

STEP 1: Optional Informal Complaint

Any student or potential student may raise an informal complaint by contacting the Student Services Officer.

Student Services Officer (SSO)

Designated student contact officer

8 am – 5 pm Monday to Friday at Reception. Additional hours: open till 9 pm if evening classes are held; open during the weekend if classes are held

Phone: (02) 8007 6262

Email (24/7 for response within 24 hours): studentsupport.he@apexaustralia.edu.au

Emergency Contact0413 844 955

*Note: contact details are indicative at this stage

STEP 2: Formal Complaint

This can be utilised by Complainants to submit a Formal Complaint of an academic or non-academic nature. Complaints of an academic nature include issues related to any issue related to a student’s study or course, including but not limited to student progress, any marks or grades received for assessment, curriculum and awards in a course of study.

Formal Complaints must be submitted in writing using APEX Australia Complaints and Appeals Form and submitted to the Registrar in person or emailed to registrar.he@apexaustralia.edu.au

STEP 3: Internal Appeal

If a Complainant is dissatisfied with the outcome of their Formal Complaint, they may lodge an appeal within twenty working days of receiving notification of the outcome of their Formal Complaint.

Consultation with the Complainant and other relevant parties within ten working days will be carried out.

Where possible such consultations should take the form of face-to-face interviews. The Complainant or the Respondent may ask, if they feel necessary, another person of their choice to accompany or assist them as a support person at any relevant meetings scheduled to resolve the issue.

Following the consultation, written response to the Complainant advising the further steps taken to address the appeal, including the reasons for the decision, will be provided within ten working days. The report will further advise the Complainant of their right to access the external appeals process if they are not satisfied with the outcome of their internal appeal.

STEP 4: External Mediation (Optional)

If the Complainant is not satisfied with the outcome of the internal appeal, then the student may choose to access an independent mediator to mediate a satisfactory outcome between them and APEX Australia. This may be requested through the Resolution Institute Student Mediation Scheme* at https://www.resolution.institute/resolving-disputes/tertiary-student-au

Sydney Office Tel: 02 9251 3366 or 1800 651 650
Level 1 and 2, 13-15 Bridge Street, Sydney NSW 2000

STEP 5: External Appeal International Students (academic matters)

APEX Australia as a member of IHEA (Independent Higher Education Australia)* will provide APEX Australia students to access IHEA’s appeal mechanism free of charge. If this is an academic appeal, an independent academic marker will be appointed by IHEA to assess the student’s complaint. APEX Australia will be bound to implement the decision by IHEA within 14 working days.

Students are to contact: IHEA https://ihea.edu.au/contact/ Tel: 03 9642 5212 Contact@ihea.edu.au

STEP 6: External Appeal International Students (non-academic matters)

If the Complainant is dissatisfied with the outcome of their appeal and they are an overseas student, then they may lodge an external appeal by contacting 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 provider. Refer to:

Overseas Students Ombudsman website http://www.ombudsman.gov.au
Phone: 1300 362 072 for more information.

APEX Australia agrees to be bound by any recommendations from the Overseas Students Ombudsman and the CEO/Executive Dean will immediately implement actions related to decisions that supports the student and/or preventive actions required.

APEX Australia will advise the overseas student in writing of that action and keep a copy of the complaint and supporting documents in the Complaints file and in the student file (where relevant).

STEP 7: Further action

If a grievance remains unresolved after the external dispute resolution process, the Complainant may decide to refer the matter to an external agency in Australia such as The Anti-Discrimination Board or The Office of Fair Trading or Tertiary Education Quality and Standards Agency (TEQSA).

Nothing limits the rights of individuals to take action under Australia’s Consumer Protection laws. Also, these procedures do not restrict an individual’s rights to pursue other legal remedies.

FULL POLICY

APEX Australia Student Grievance, Complaint and Appeal Policy and Procedure

Student Feedback

APEX Australia is steadfast in its commitment to seek out opportunities to improve the student experience. Accordingly, students will be invited to provide feedback through the Moodle system for each unit of study they undertake. The feedback survey provides students with the opportunity to identify what was done well in the subject, as well as what could be improved. Feedback is anonymous, and provides lecturers an invaluable opportunity to reflect on their approach to teaching.

We also encourage students to provide general feedback about APEX Australia. All feedback is collected anonymously.

Online Feedback Form

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