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Scenario 9: Not getting what you paid for from an education agent

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If you want to use an education agent to help you enrol in a course, do your research before choosing one.

It's a good idea to research different education providers yourself first and create a list of the ones you like.

If you choose to use an agent to help you enrol, it is safer to go through an agent based in Australia. You should get their full business details, like their Australian Business Number (ABN).

It is even safer to go through an agent formally acting on behalf of your preferred school. You can check whether they are an authorised representative by asking for written evidence from your school. This way your school has to make sure that the agent is doing the right thing.

Keep in mind that some agents work for schools on commission, getting money for each student they sign up, so they might not give independent advice. You should compare a few different agents to see what is good value and to make sure they have a good reputation and act honestly in your best interests.

Only Registered Migration Agents can give migration advice.

Get any agreements you make, like choosing an agent, enrolling in a school or getting insurance, in writing.

Read them carefully and understand them before signing. Make sure they have all the details you need, like the name of your insurance company, details of your cover and your membership number. Keep copies. It is best to always pay by credit card or bank transfer (not cash) so you can keep records of payments.

If you have a complaint about your agent, tell your school. If you are not happy with the response you can contact the Commonwealth Ombudsman ((02)1300 362 072) if you are in a private school (non-government). If you are at a university or TAFE, you can complain to the Victorian Ombudsman ((03) 9613 6222).

You may also be able to make a claim under Australian Consumer Law if your agent is based in Australia.

You can get help from Study Melbourne Student Centre.

Learn more about issues like this

Learn more about the people and places that can help

Other Services

Some services can provide you with support or information. This might include general information about your options. They are a good place to start when you are having trouble and want to find out more about what you can do.

Commonwealth Ombudsman

If you think your private education provider hasn’t followed the rules or has treated you unfairly, you can complain to the Commonwealth Ombudsman. They’ll talk to your provider and investigate, and they can ask them to fix your issue.

Victorian Ombudsman

If you think your public education provider hasn’t followed the rules or has treated you unfairly, you can complain to the Victorian Ombudsman. They’ll talk to your provider and investigate, and they can ask them to fix your issue.

Study Melbourne Student Center

SMSC is a support service run by the Victorian Government for all international students in Victoria. You can get information, referral and practical support from them and they also have a place where you can study.