Complaints handling policy

Should a party have a complaint about our product or service, that party is encouraged to contact us.

We will respond to any concern communicated to us as follows:

• We commit that assessment of the complaint or appeal will take place within 10 working days and that we will finalise the outcome as soon as practicable;
• We assure that the party is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings;
• We assure that the assessment of the complaint or appeal will be conducted in a professional, fair and transparent manner;
• We commit to provide the party with a written statement of the outcome of the internal appeal, including detailed reasons for the outcome; and
• We maintain written records, including the complaint or appeal, and a statement of the outcome and reasons for the outcome.
• We advise the party that they may contact the relevant state/territory registration authority if the exchange student or parent/guardian is concerned about our conduct with the requirements under regulations; and
• We will ensure that our process described does not hinder a party from exercising his/her rights to other legal remedies.
• We provide all parties with the contact details for the relevant registration authority (below – as per Australian National Guidelines and New Zealand Code of Practice). Note that these registration authorities may suspend or cancel the registration of Southern Cross Cultural Exchange.

The state and territory registration authorities listed below have the responsibility for the registration or approval, and quality assurance, of schools and organisations providing secondary student exchange programs in the respective state or territory.

Australian Capital Territory

Education & Training Directorate, ACT Government
International Education Unit
51 Freemantle Drive, Stirling (PO Box 158)
CANBERRA ACT 2601
Ph: (02) 6205 9176 Fax: (02) 6205 9239
W: www.education.act.gov.au
E: ieu@act.gov.au

New South Wales

Department of Education
NSW Registration Committee for International Secondary Student Exchange
DE International
Level 8, 259 George Street, Sydney, NSW, 2000
PO Box R1468, Royal Exchange NSW, 1225, Australia
Ph: 1300 300 229 (Option 4) Fax: (02) 9266 8098
W: https://www.deinternational.nsw.edu.au/study-options/study-programs/secondary-student-exchange
E: studentexchange@det.nsw.edu.au

Northern Territory

Department of Education (DOE)
International Services Unit
Level 14, 55 Mitchell Street (GPO Box 4821)
DARWIN NT 0801
Ph: (08) 8901 4902 Fax: (08) 8999 5788
W: https://nt.gov.au/learning/primary-and-secondary-students/overseas-exchange-programs-for-nt-students
E: internationalservice@education.nt.gov.au

Queensland

Department of Education & Training (DET)
International Quality (Schools) Unit
Level 8, 30 Mary Street (LMB 527), BRISBANE QLD 4001
PO Box 15033, BRISBANE, QLD 4002
Ph: (07) 3513 6748
W: www.qld.gov.au/education/schools/information/programs/exchange/pages/long
E: InternationalRegistration@qed.qld.gov.au

South Australia

Department for Education
Education Standards Board, School Registration Services
Level 6, The Conservatory, 131-139 Grenfell St (GPO Box 1811)
ADELAIDE SA 5001
Ph: (08) 8226 0077 or 1800 882 413 Fax: (08) 8227 2391
W: https://esb.sa.gov.au/schools/student-exchange
E: esb.seo@sa.gov.au

Tasmania

Tasmanian Assessment, Standards & Certification (TASC)
Level 6, 39 Murray Street (GPO Box 333)
HOBART TAS 7001
Ph: (03) 6165 6000
W: www.tasc.tas.gov.au
E: enquiries@tasc.tas.gov.au

Victoria

Victorian Registration and Qualifications Authority (VRQA)
School Projects Unit
Level 2, Lonsdale Street (GPO Box 2317)
MELBOURNE VIC 3001
Ph: (03) 9637 2806
W: Secondary student exchange programs (vrqa.vic.gov.au)
E: vrqa.student.exchange@education.vic.gov.au

Western Australia

Department of Education
c/o TAFE International Western Australia
140 Royal Street
EAST PERTH WA 6004
Locked Bag 16 OSBORNE PARK DC
WESTERN AUSTRALIA
Ph: (08) 9218 2100 Fax: (08) 9218 2160
W: www.tafeinternational.wa.edu.au
E: secondaryexchange.eti@dtwd.wa.gov.au

New Zealand

Ministry of Education
1 The Terrace, Mezzanine floor
Wellington 6011
Ph: 64 4 463 8000
Fax: 64 4 463 8001
W: https://www.education.govt.nz/our-work/contact-us/
E: Ministry of Education: enquiries.national@education.govt.nz
E: New Zealand Qualifications Authority: schoolcode.enquiries@nzqa.govt.nz