PIBT Study Tour Programs

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PIBT Study Tour Programs

PROCEDURE OVERVIEW FOR AGENTS AND SCHOOLS

DOCUMENT PURPOSE This Procedure Overview is designed to provide essential information to agents and educational institutions to ensure the effective and efficient delivery of Study Tour programs and services. The document describes administrative and quality processes relevant to Study Tour programs, together with timeframes and expectations of staff appointed to work in the programs.

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Last update 20/05/2016

Contents:      

Quoting process --------Payment process --------Homestay process --------Orientation process - - - - - - - - Certificate process --------Frequently Asked Questions (FAQs)

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pages 3-4 page 4 page 5 page 6 page 6 pages 7-10

Airport  Arrival day  Transfer to campus  Host family  Departure day  Luggage allowance Chaperones  Internet access  Room/space for staff  Transport Completion/award documents  Certificates and reports English classes  Attendance  Content  Teaching staff  Location  Size  Timetable  How many levels?  What is the percentage of students from other countries?  How many other groups at the same time?  Holidays Homestay  What to expect? Internet Access  Home  Campus Important numbers  Staff availability  Emergency and other numbers Orientation  Purpose  Content  Placement test  Other types of tests  Itinerary Public transport  SmartRider  Concession fare  Standard fare  Fare zones

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Appendix A – Terms and Conditions - - - - - - - - - - - - - - - - - - - - Appendix B – Certificate - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

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QUOTING PROCESS 1. Initial quote

2. Changes to quote including itinerary and costs

3. Final quote 4. Quote validity

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Agent/School

PIBT

Timeframe

 Complete the online application form to provide as much detail as possible i.e. age, gender, number of students, dates, nationality, purpose of program and special requests.  Programs/itineraries cannot necessarily be repeated each year as PIBT works with various 3rd party contractors to provide services.  As a guide, tours with a similar itinerary will increase in cost by at least 5% year upon year.  Review quote and inclusions and request changes if any.  Changes must be in writing.  Requests for program changes should be made a minimum of 6 weeks prior to arrival; otherwise, PIBT may not be able to accommodate the request.  Requests for changes to the Study Tour will, depending on the nature of the change, result in a new quote (and cost) being issued.  Changes are unable to be made to the program once final payment is made (4 weeks prior to arrival).  Acceptance of quote and itinerary must be in writing via email.  Quote validity timeframes to be read and adhered to.

 Check information and develop itinerary and quote.  Contact agent/school for clarification if required.  Create quote letter and send to agent/school.

5 working days

 Revise quote template.  Create 2nd/3rd/4th version (etc).  Send to agent/school.  PIBT may make changes to activity dates and times for operational reasons or substitute activities due to unpleasant weather conditions.  All steps will be taken by PIBT to deliver activities as per the quoted itinerary.

3 working days

 Create invoice.  Send to agent/school.

3 working days

 PIBT is unable to provide a quote more than 12 months in advance of the proposed tour as fees and charges of 3rd party contractors and of PIBT are unknown.  PIBT’s quote remains valid for a period of 6 months from the date of issue. If a Study Tour is booked 6-12 months in advance, PIBT will honour the quote only if 50% of the quote is paid in advance and within 3 months of the date of issue of the quote.

Last update 20/05/2016

QUOTING PROCESS 5. Cancellation and refunds

Agent/School

PIBT

Timeframe

 Notification of cancellation must be made in writing and is not effective until received by PIBT. Provided PIBT is notified by arrival day, a refund will be issued less any fees or charges payable. The following sets out the cancellation fees applicable to the study tour program:  More than 4 weeks prior to arrival – no cancellation fee  4 weeks or less – loss of deposit or equivalent amount of deposit  2 weeks or less – 30% of total program fee  1 week or less – 50% of total program fee  3 days and up until arrival – 75% of total program fee

 No refund will be granted after the Study Tour has commenced. No refund will be granted if a student is requested to leave due to a breach of PIBT standards, which reflect Edith Cowan University bylaws.  Refunds due to participant illness are at the discretion of the College Director/Principal. All applications must be made in writing.

PAYMENT PROCESS Agent/school 1. Invoice and Payment

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 Study Tours will be accepted on a first come first serve basis.  Please confirm the Study Tour at least 8 weeks prior to arrival in writing (via email) with the deposit being paid 6 weeks prior to arrival.  Deposit required is equal to 5% of program fee based on the expected number of participants.  Full payment is required at least 4 weeks prior to arrival.  PIBT does not accept individual payments for Study Tour Groups.

PIBT  An Invoice will be issued for payment. The Invoice will be emailed to agent/school as per Terms and Conditions.

Last update 20/05/2016

HOMESTAY PROCESS Agent/School 1.

Homestay application

form

2.

3.

Homestay profiles

Homestay families are finalised

 Homestay application forms must be received at least 6 weeks prior to arrival.  Email completed forms to PIBT  Ensure allergies, specific food requirements etc are included.

Timeframe

 Review application forms.  Send forms to Homestay Provider  A sub-contractor of PIBT will arrange homestay placement. They do their best to match students to host families. However, they cannot guarantee all requests from students/teachers/agents can be met.  Staff review profiles and forward change requests, if any, to Homestay provider.

2 working days

 N/A

 PIBT forwards Homestay profiles to agent/school for review

 Agent reviews information and advises PIBT of errors or changes required.  Change requests based on age, race/ethnicity or religion of the Homestay family are difficult to oblige as, in Australia, this is considered discriminatory.  There may be an extra accommodation fee incurred for requests less than 14 days prior to arrival.

 Staff forward change requests to Homestay provider.

The placement process may take 3-4 weeks Up to 5 working days

 N/A

Associated Documents: Agent/School  Application form

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PIBT

 Requests for homestay placement changes prior to arrival will be dealt with on an individual basis.

2 working days

Up to 5 working days

PIBT

 N/A

Last update 20/05/2016

ORIENTATION PROCESS Agent/School 1. Orientation

 N/A

2. Placement testing

 N/A

3. Itinerary

 N/A

4. ELICOS Handbook

 N/A

PIBT

Timeframe

 Students who arrive on the weekend will attend orientation on Monday.  Students will attend orientation with other international students.  Information specific to the tour, if any, will be advised separately on the afternoon of the same day.  All students complete a placement test during orientation.  Experienced ELICOS staff mark and grade the test.  Students are notified of their level the following morning and commence classes.  All students will be provided a copy of the itinerary.  All students are provided a copy of the ELICOS Handbook during orientation.  The content of the Handbook is discussed i.e. policies, procedures, study tips, communications, complaints and appeals process and other administrative matters.

Associated Documents: Agent/school

4-5 hours

The test is 1.5 hours in duration

N/A N/A

PIBT

 Orientation Pack  Itinerary  ELICOS Handbook

CERTIFICATE PROCESS Agent/school 1. Certificates, reports and transcripts

 Advise PIBT of award documents required during quoting process.

Associated Documents: Agent/school

PIBT  Issue Certificate of Accomplishment.  If required, reports or transcripts will also be issued on the final day of class or at a graduation ceremony (where requested) depending on length of tour. Tours less than 10 weeks will not be issued transcripts.

PIBT

 Graduate list  PIBT Certificates as required

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Frequently Asked Questions (FAQ’s) Topic

Sub-topic

Explanation/information

Airport

Arrival day

 Staff will be available at the airport to greet the tour; however, staff are unable to assist if students are stopped in customs. It is best that students do not bring in any food, etc.  Students will be transferred to the campus or to a hotel depending on the time of arrival in Perth. If a group arrives at the airport after 18:00 or before 06:00, hotel accommodation must be booked. PIBT can assist with the booking at an additional accommodation cost.  Please advise PIBT at time of study tour confirmation if this service is required.  PIBT uses a coach company to provide a high quality, safe journey. The coach size depends on the number of students. Sometimes, an increase in numbers by one student will mean that the next size bus must be used. For a small group, this may add considerable expense to the quote.  The Homestay provider arranges for the Host family to be available at the campus to meet and pick up the student(s); this is after 5pm on weekdays. On the weekend, it will be within 3-4 hours of landing in Perth.  The Homestay provider arranges for the Host family to deliver the student to the campus, approximately 4 hours prior to the flight time.  Students are expected to clean their room, remove any rubbish and carry their own luggage.  Students should be aware of the luggage allowance for the airline with which they are travelling. Excess baggage charges will apply.  For health and safety reasons, airline and baggage handling staff, PIBT staff and the coach driver are unable to assist with lifting heavy luggage.  Students must be capable of carrying their own luggage.  Wireless internet access on campus can be provided. PIBT will provide a username after orientation for the students is complete.  This is dependent on the number of staff and space restrictions.  PIBT staff are unable to transport chaperones/teachers using their private vehicles.  PIBT advises the use of public transport or a taxi.  PIBT issues a Certificate of Accomplishment. See Appendix B.  If required, PIBT will issue a brief report with a comment for each student.  PIBT may issue a Certificate of Participation only for students who attend for a few days only or half-days.

Transfer to campus

Host family

Departure day

Luggage allowance

Chaperones

Internet access Room/space for staff Transport

Completion/award documents

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Certificates and reports

Last update 20/05/2016

Frequently Asked Questions (FAQ’s) Topic

Sub-topic

Explanation/information

English classes

Attendance Content

 100% is (usually) required.  PIBT's English language courses are accredited by the Tertiary Education Quality and Standards Agency (TEQSA). PIBT is also a member of the Western Australian Private Education and Training Industry Association (WAPETIA).  Content is dependent upon the level and or specific needs of the class. The Academic English program focuses on academic and university preparation skills and is designed for students who plan to study at an Australian university or who are interested in developing their academic reading, writing, listening and speaking skills.  All ELICOS staff are qualified and have many years of experience plus post-graduate qualifications. Most have taught overseas and bring a wealth of knowledge to the classroom.  Staff are from various backgrounds and nationalities.  This program is taught on ECU's Mt Lawley campus which is 4km from Perth city.  ELICOS classes have a maximum of 18 students.  This maximum number is set by the National ELT Accreditation Scheme (NEAS).  Study Tour classes have a maximum of 22 students.  Monday to Thursday: 8.30am-10.30am; 10.50am-12.30pm; 1.15pm-2.15pm  Friday: 8.30am-10.30am; 10.50am-12.30pm (no afternoon class)  All closed and open classes follow this timetable.  For study tour less than 10 weeks, students will be in a closed class with their own teacher.  There are 8 levels from beginner (General English – GE 0, 1 and 2) through to intermediate and advanced (Academic English - AE 1, 2, 3, 4 and 5).  This varies depending on the time of the year and how many tours, academic intakes and semester start dates.  The number/percentage of a particular nationality will not be provided as this information is commercial in confidence.  This varies depending on the time of the year. Exact figures are unable to be provided as this information is commercial in confidence.  ELICOS has 4 Study Breaks throughout the year in which no classes are held.  Study Tours are unable to commence during these dates.  If these dates occur within a proposed tour, classes are unable to be scheduled i.e., students will not attend classes.  Fact Sheet: Living in Homestay  Fact Sheet: Living in Australia

Teaching staff

Location Size

Timetable

How many levels? What is the % of students from other countries? How many other groups at the same time? Holidays

Homestay

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What to expect?

Last update 20/05/2016

Frequently Asked Questions (FAQ’s) Topic

Sub-topic

Explanation/information

Internet Access

Home

 The home connection may be wireless internet or broadband so internet speed will vary.  Wireless access is available once students’ complete orientation and they have set up their username and password.  Not all phones will be able to use the wireless internet due to set up processes for different brands. ECU IT staff or other staff are generally unable to assist students to set up their phones.  Staff are available Monday to Friday from approximately 8.00am – 3.30pm.  Staff do not provide personal mobile phone numbers to tour staff, teachers or students. Outside of these days and times, please ring 6279 1100 - PIBT reception (Monday to Friday, office hours 8.00am to 4.00pm)  For weekend arrivals, the staff member at the airport will have their desk phone diverted to a mobile.  000 - Police, Fire, Ambulance  131 444 - Police assistance is required but it is not an emergency  1300 69 7829 - The homestay provider, Australian Homestay Network (AHN), provides a ‘24/7’ help desk service for after hours and weekend homestay emergencies. It also provides:  Medical assistance and referral  Stress and trauma counselling  13 11 14 - Lifeline is a 24/7 crisis service for any person having a personal crisis of any nature.  To welcome and familiarise the study tour student with PIBT, its location on ECU Campuses, its teaching programs, its support services and its rules and regulations

Campus

Important numbers

Staff availability

Emergency and other numbers

Orientation

Purpose

Content

Placement test

Other types of tests Itinerary

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 Official Welcome and distribution of Welcome packs, presentation about the English Centre, identification of PIBT staff who can assist, English Placement Test, computer log in details, ID card, accessing a timetable and finding rooms/classes via a map  All students are required to sit an English placement test at orientation. It is specifically written so as to place students in the best possible level and therefore class based on their English ability upon arrival. The test covers Listening, Reading, Grammar and Usage and Writing. The test takes approximately 1 hour and 30 minutes.  Offshore placement tests, by their very nature, are not as robust as a placement test conducted during orientation. As such, these are no longer offered.  On-shore simulated IELTS tests are also no longer offered.  The itinerary is developed as part of the quote. The program is final once payment is made (4 weeks prior to arrival) and cannot be changed once students have commenced.

Last update 20/05/2016

Frequently Asked Questions (FAQ’s) Topic

Sub-topic

Explanation/information

Public transport

SmartRider

 SmartRider is Transperth’s electronic ticketing system. Transperth recommends SmartRider as it always ensures that students pay the appropriate and lowest fare. Passengers purchasing cash tickets are encouraged to give the correct amount as drivers carry very little change and most Transperth Train Stations do not have change machines.  When Transperth ticket is purchased, it provides between two to three hours of travel on any Transperth service. For journeys up to 4 zones, there are two hours to transfer between services.  Concessions fares are available to students who are at PIBT for 6 weeks or more and who are studying fulltime. This is a Transperth policy.  A university student ID card does not entitle a student to purchase a concession fare.  Students will be issued fines if they are caught purchasing/ using the wrong ticket.  Standard fare is not discounted. Students studying parttime and for less than 6 weeks are required to pay the full fare.  Transperth determines fares by dividing its service areas into zones. Each zone is between eight and 10 kilometres wide.  Transperth’s public transport service area is divided into nine zones, which are defined by circles centred on Perth city. The fare is calculated by the number of zones that are travelled through on a journey. If travelling within one zone, a 1-zone fare will be charged. If studnets travel over a zone boundary into another zone, a 2-zone fare will be charged and so on.  Transperth operates a Free Transit Zone (for buses) and a SmartRider Free Transit Zone (for trains) within the Perth city boundaries. Passengers can travel within it on any bus or train for free, as often as they want. Conditions apply.  See Appendix A for Terms and Conditions.  This document is provided with the quote.

Concession fare

Standard fare Fare zones

Terms and Conditions

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Appendix A – Terms and Conditions Quote validity The quote remains valid for a period of 6 months from the date of issue. If a Study Tour is booked 612 months in advance, PIBT will honour the quote only if 50% of the quote is paid in advance and within 3 months of the date of issue of the quote. PIBT is unable to provide a quote more than 12 months in advance of the proposed tour as fees and charges of 3rd party contractors and of PIBT are unknown.

Payment of fees There is limited space available for Study Tours. Study Tours will be accepted on a first come first serve basis. Please confirm your Study Tour at least 8 weeks prior to arrival in writing (via email) with a deposit being paid 6 weeks prior to arrival. Deposit required is equal to 5% of program fee based on expected number of participants. Full payment is required at least 4 weeks prior to arrival. An Invoice will be issued for payment. PIBT does not accept individual payments for Study Tour Groups.

Cancellations and Refunds Notification of cancellation must be made in writing and is not effective until received by PIBT. Provided PIBT is notified by arrival day, a refund will be issued less any fees or charges payable. The following sets out the cancellation fees applicable to the study tour program More than 4 weeks prior to arrival – no cancellation fee 4 weeks or less – loss of deposit or equivalent amount of deposit 2 weeks or less – 30% of total program fee 1 week or less – 50% of total program fee 3 days and up til arrival – 75% of total program fee No refund will be granted after the Study Tour has commenced. No refund will be granted if a student is requested to leave due to a breach of PIBT standards – which reflect Edith Cowan University bylaws. Refunds due to participant illness are at the discretion of the College Director/Principal. All applications must be made in writing.

Program Requests for program changes should be made a minimum of 6 weeks prior to arrival; otherwise, PIBT may not be able to accommodate the request. Requests for changes to the Study Tour will, depending on the nature of the change, result in a new quote being issued. Programs are finalised once the deposit is paid and are unable to be changed when students arrive or during the program. PIBT may make changes to activity dates and times for operational reasons or substitute activities due to unpleasant weather conditions. All steps will be taken by PIBT to deliver activities as per the quoted itinerary.

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Age PIBT does not accept study tour students under the age of 18 years, except at the discretion of the College Director/Principal.

Chaperones/Tour Leaders/Teachers All chaperones/tour leaders and teachers that accompany the group are expected to assist PIBT staff in monitoring the behaviour of their students. As a matter of duty of care, all chaperones, tour leaders and teachers that accompany the group may be asked by PIBT staff to assist with translation etc. where deemed necessary.

Homestay Accommodation Student applications must be received at least 6 weeks prior to arrival. A sub-contractor of PIBT, Australian Homestay Network (AHN) will arrange homestay placement. AHN do their best to match students to host families however they cannot guarantee all requests from students/teachers/agents can be met. Requests for homestay placement changes prior to arrival will be dealt with on an individual basis. An extra fee may be incurred for requests less than 14 days prior to arrival. Students agree to abide by the host family’s rules and guidelines. If the host family requests that a student be removed from the homestay, the student will be required to pay the extra accommodation fees for the replacement host family. If a student or tour escort in agreement with PIBT deems the host family placement unsatisfactory, PIBT will liaise with the sub-contractor to remedy the problem. The student will only be relocated if the problem cannot be resolved. Students receiving “half-board” accommodation will be provided with all meals except weekday lunches. Weekend lunches will be provided if the student is at home. Students receiving “full-board” accommodation will be provided with all meals. Weekday lunches will be provided as a packed lunch.

Early Morning or Evening Arrivals If groups arrive at the airport after 18:00 or before 06:00, hotel accommodation must be booked. PIBT can assist with the booking at an additional accommodation cost. Please advise PIBT at time of study tour confirmation if this service is required.

Insurance It is recommended that all participants of Study Tour Programs have their own comprehensive travel insurance policy in case of illness or loss. Losses are not covered by PIBT or their sub-contractors and are the responsibility of the individual.

General This agreement does not remove the right to take further action under the Australian consumer protection laws. The provider’s dispute resolution processes do not circumscribe the student’s right to pursue other legal remedies.

Standards Students participating in a Study Tour Program must abide by the standards of conduct set by Edith Cowan University Bylaws. Breaches of such University Bylaw standards or inappropriate conduct may result in the loss of “good standing status”. PIBT will take appropriate action after consultation with the student and the tour leader. University Bylaws can be found at www.ecu.edu.au/GPPS/governance_services/uni_rules.html PIBT understands that there may be a need to make exceptions to these conditions under special circumstances. We are happy to discuss this with you prior to confirmation of the Study Tour.

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Appendix B – Certificate

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