AVSE-TESOL Service Agreement


About This Agreement

This Service Agreement sets out the terms and conditions that apply when you enrol in a training program with Australian Vocational Skills and Education (AVSE-TESOL). Please read it carefully before accepting an offer.

Australian Vocational Skills and Education (AVSE-TESOL) is a Registered Training Organisation (RTO 45373) in Australia and is authorised to deliver the Certificate IV in TESOL (11245NAT), an Australian Government accredited vocational education and training qualification.

AVSE-TESOL’s head office in Australia is located at 74 Enmore Street, Manoora, Queensland 4870.

The In-Class TESOL Program in Phnom Penh is delivered under a third-party arrangement between Australian Vocational Skills and Education and AVSE-TESOL (Cambodia) Co Ltd.

AVSE-TESOL (Cambodia) Co Ltd is a separate legal entity, registered and operating in Cambodia in accordance with Cambodian law. It is a licensed vocational education and training company in Cambodia.

AVSE-TESOL (Cambodia) Co Ltd also delivers the Teaching Jobs Abroad Program (TJAP) in Phnom Penh. TJAP is a non-AQF program designed as a practical pathway to teaching English abroad. It does not lead to a qualification within the Australian Qualifications Framework (AQF).

AVSE-TESOL (Cambodia) Co Ltd is located at Level Two, Westline School, 22 Street 51, Daun Penh, at the intersection of Streets 51 and 154, Phnom Penh, Cambodia.

Applicant Responsibilities

  • Applicants must read and satisfy the entry requirements for their chosen program. If you are unsure whether you meet a requirement, you should seek clarification from AVSE before accepting an offer.
  • Applicants must provide complete and accurate information during the application and enrolment process.
  • Any criminal history, pending criminal proceedings or other matter that may affect eligibility to travel, undertake training, complete a practicum or work with children must be disclosed where requested.
  • Applicants should disclose any support needs that may affect their participation in training so that reasonable adjustments can be considered where appropriate.
  • Knowingly providing false or misleading information may result in an offer being withdrawn or enrolment being cancelled.
  • Students required to have a Unique Student Identifier (USI) must provide a valid USI before an AQF certification document can be issued.

Emergency Contact

Students should provide AVSE with the name and contact details of an emergency contact. Where an emergency or other serious situation reasonably requires it, AVSE may contact that person and provide information necessary to deal with the circumstances.

Program Payments

Payment requirements vary according to the program selected.

For the purposes of this agreement, payment is finalised when the required funds are available to AVSE as cleared funds. A transfer receipt or other evidence that a payment has been initiated does not, by itself, constitute finalised payment.

In-Class TESOL

The required deposit is US $750.00 and must be paid within seven days of receiving an offer. The balance is payable when the course formally commences and access to the Student Learning Portal is provided, ordinarily around 14 days before face-to-face classes begin.

Hybrid TESOL

The full advertised program fee must be paid within seven days of receiving an offer. Student Learning Portal access is provided after payment has been finalised.

Teaching Jobs Abroad

The full advertised program fee must be paid within seven days of receiving an offer. Your place is confirmed after payment has been finalised.

Course Participation and Assessment

  • Students are responsible for understanding and completing the requirements of their program and should seek guidance from their trainer whenever clarification is needed.
  • Students must attend at least 90% of scheduled theory classes where an attendance requirement applies.
  • Students are expected to arrive on time for all scheduled training, observation, practicum and other program commitments. Repeated lateness will be recorded as an attendance and professional conduct issue. Where punctuality is a concern, AVSE may withhold employment assistance, including introductions to partner schools.
  • All required course components and assessment tasks must be completed satisfactorily before the relevant qualification, Statement of Attainment or other completion document can be issued.
  • Where an assessment is deemed Not Yet Competent, up to three further attempts may be permitted without an additional reassessment fee. A reassessment fee of US $90.00 may apply from the fourth additional attempt.
  • Students ordinarily have six months from commencement to complete all course requirements. Subject to approval, this period may be extended from six to nine months for a fee of US $220.00. The fee covers an additional three months of access to the Student Learning Portal and the continued engagement of a qualified assessor during the extension period.
  • Students must behave professionally and respectfully when dealing with AVSE staff, classmates, partner schools, students and other stakeholders. Serious or repeated inappropriate behaviour may result in a warning, removal from a particular activity or, in serious circumstances, termination of enrolment.
  • Alcohol and illicit substances must not be brought into or consumed in a school or training environment. Students must not attend training, observation, practicum or other program activities while under the influence of alcohol or illicit substances. A student who is under the influence will be required to leave the activity. Serious or repeated breaches of these requirements may result in termination of enrolment.
  • Professional and culturally appropriate clothing is required for school observations, teaching practice and other activities conducted in a professional education setting.

Termination of Enrolment

AVSE may terminate a student’s enrolment where there is serious misconduct, repeated failure to meet attendance or professional conduct requirements, or a serious or repeated breach of this Service Agreement. Except where immediate action is reasonably required because of safety, serious misconduct or other exceptional circumstances, the student will ordinarily be advised of the concern and given an opportunity to respond before a decision is made.

AQF Certification Documents

AQF certification documents are issued in accordance with applicable Australian vocational education and training requirements. AVSE cannot alter their required wording or format to meet individual preferences.

The student’s name must be recorded accurately and should match the identification details supplied to AVSE. Students are responsible for checking that the information they provide is correct.

AVSE will issue the relevant AQF certification documents after all course and assessment requirements have been successfully completed, required administrative information has been provided and any outstanding amount owed to AVSE has been paid.

Reissuance of a Certificate or Statement of Attainment is available for US $70.00 per document, subject to approval. Delivery or postage charges may apply where a physical document is requested.

Optional Extras

AVSE offers a small range of optional extras in Phnom Penh. These are not required to complete your program unless specifically stated otherwise. Current services, indicative costs and referral arrangements are published on the Optional Extras page of the AVSE website.

Some optional extras are supplied directly by AVSE, while others involve referral to an independent local provider. Where AVSE makes a referral, the student is responsible for confirming the service, price, suitability and payment arrangements directly with the provider.

Travel Insurance

Students are strongly encouraged to hold comprehensive travel insurance for the full period they are overseas. Appropriate cover should include medical treatment and should be considered for cancellation, disruption, personal property and other travel-related risks relevant to the individual student’s circumstances.

Travel Arrangements

Students are responsible for their own flights, transport and other personal travel arrangements unless a particular service is expressly included in their program or purchased as an optional extra.

Any travel-related information or guidance provided by AVSE is offered in good faith. Students remain responsible for checking current requirements and making decisions appropriate to their circumstances.

Visas and Immigration

Students are responsible for ensuring that they hold the visas, permissions and other documents required to enter Cambodia, participate in their program and remain in the country for the intended period.

AVSE does not sponsor visas and cannot guarantee that a visa, entry permission, work permit or other immigration approval will be granted. Where appropriate, AVSE may provide a factual letter confirming matters such as enrolment or accommodation. A fee may apply.

Immigration and border decisions are made by the relevant government authorities. AVSE is not responsible where a person is refused a visa, permission to depart their home country or entry to Cambodia.

Accommodation

Accommodation arrangements depend on the program selected.

Accommodation is not included in the In-Class TESOL Program fee. AVSE provides information about accommodation options in Phnom Penh, and students are responsible for selecting, booking and paying for their preferred accommodation. Approximately 23 nights will ordinarily cover the face-to-face In-Class TESOL training period.

Where nine nights of accommodation are expressly included in the Hybrid TESOL or Teaching Jobs Abroad Program fee, AVSE will arrange accommodation in Phnom Penh. Accommodation will ordinarily consist of a private hotel room with a private bathroom, air conditioning, television and refrigerator, within reasonable walking distance of AVSE. Accommodation is selected primarily for convenience, cleanliness and practicality rather than luxury. Students are responsible for accommodation costs outside the nine nights expressly included in their program fee, including any additional nights required because of personal travel arrangements, early arrival or an extended stay in Phnom Penh.

Job Assistance

AVSE provides employment guidance and practical job-search assistance to eligible participants after completion of their program. For Certificate IV in TESOL students, all required assessment tasks must be submitted before job assistance can commence.

Students are expected to behave professionally throughout the job-assistance process and when attending interviews arranged or facilitated by AVSE. Employment assistance may be withheld where a student’s conduct is unprofessional or undermines reasonable efforts to assist them.

AVSE’s job-assistance commitment is considered satisfied when any one of the following occurs:

  1. The student is offered a position by a reputable school that pays a market rate, provides appropriate Work Permit support, offers a realistic professional workload and provides a safe teaching and learning environment.
  2. The student declines two prearranged interviews or fails to attend a prearranged interview without adequate notice.
  3. The student attends five separate interviews with schools that are actively recruiting teachers.

Students remain free to seek employment independently at any time. AVSE does not guarantee employment, a particular salary, a particular employer or a particular location.

Complaints and Appeals

AVSE encourages students to raise concerns promptly so they can be addressed fairly and professionally. Students will not be disadvantaged for making a genuine complaint or appeal.

Internal complaints process

In the first instance, a complaint should ordinarily be raised with the trainer or AVSE staff member responsible for the relevant matter.

If the matter is not resolved, the student may submit the complaint in writing to the Managing Director of AVSE.

If the student remains dissatisfied after the matter has been considered by the Managing Director, the student may request an independent review. AVSE will appoint a suitably qualified and independent person to consider the matter. The student will be given an opportunity to provide relevant information and supporting material as part of the review.

Students and AVSE are expected to communicate professionally and respectfully throughout the complaints and appeals process.

Australian regulatory framework

Australian Vocational Skills and Education is a Registered Training Organisation (RTO 45373) regulated by the Australian Skills Quality Authority (ASQA).

Students enrolled in the Certificate IV in TESOL (11245NAT) have the right to contact ASQA regarding concerns about AVSE’s compliance with its obligations as a Registered Training Organisation. ASQA uses information received from students to inform its regulatory activities and its oversight of RTO compliance. ASQA does not, however, resolve individual disputes between students and training providers or act as a student advocate.

Students retain any rights that may be available to them under applicable Australian consumer protection laws.

Cambodian regulatory framework

The Teaching Jobs Abroad Program (TJAP) in Phnom Penh is delivered by AVSE-TESOL (Cambodia) Co Ltd, a separate Cambodian legal entity. TJAP is a non-AQF program and does not lead to a qualification within the Australian Qualifications Framework.

Matters relating specifically to TJAP are subject to the applicable laws and regulatory framework of Cambodia. Students should raise any concerns through AVSE-TESOL (Cambodia) Co Ltd’s internal complaints process in the first instance.

Students who remain dissatisfied may exercise any rights available to them under Cambodian consumer protection laws, including lodging a complaint with the Consumer Protection and Competition Directorate-General (CCF), Ministry of Commerce, Cambodia.

Consumer Protection and Competition Directorate-General (CCF)
Street 18, Kdey Takoy Village
Sangkat Veal Sbov, Khan Chbar Ampov
Phnom Penh, Cambodia

CCF consumer complaint service

Cancellation and Refunds

AVSE operates a ‘No Explanation Required’ Cancellation and Refund Policy for payments made directly to AVSE, subject to the conditions below. Unless otherwise stated in writing, the relevant course start date is the advertised commencement date. Approved refunds are ordinarily processed within 28 days.

  1. Cancellation received 45 days or more before the advertised start date: 90% refund of the amount paid to AVSE.
  2. Cancellation received 30–44 days before the advertised start date: 75% refund.
  3. Cancellation received 15–29 days before the advertised start date: 50% refund.
  4. Cancellation received 1–14 days before the advertised start date: 25% refund.
  5. Cancellation on or after the advertised start date: no refund.
  6. If AVSE cancels a course for reasons other than circumstances beyond its reasonable control, the student will receive a 100% refund of the amount paid for the cancelled course.

Any rights available to a student under applicable consumer protection or other legislation are not excluded by this policy.

Transfers

AVSE operates a ‘No Explanation Required’ Transfer Policy. A request to transfer to another available course date or eligible AVSE program is subject to the following fees:

  1. Request received 15 days or more before the advertised start date: no transfer fee.
  2. Request received 1–14 days before the advertised start date: US $100.00 transfer fee, payable before the transfer is confirmed.
  3. Request received on or after the advertised start date: US $250.00 transfer fee, payable before the transfer is confirmed.

Transfers are subject to availability and any entry requirements applying to the new program.

Personal Property

Students are responsible for taking reasonable precautions to protect their money, passports, electronic devices and other personal belongings throughout their participation in an AVSE program.

AVSE is not responsible for theft, loss or damage to personal property merely because the incident occurs during a class, workshop, practicum, program-related activity, at accommodation arranged or recommended by AVSE, or while using a third-party service provider referred by AVSE.

Students should report theft or suspected criminal activity promptly to AVSE, the relevant service provider or accommodation provider and, where appropriate, the local authorities.

Nothing in this section limits any rights or remedies that may be available under applicable legislation.

Privacy 

AVSE collects and retains personal information for training, administration, regulatory and related business purposes. Personal information will be handled in accordance with the privacy and other legal requirements applicable to the entity providing the relevant program.

For students enrolled in the Certificate IV in TESOL (11245NAT), personal information collected or held by Australian Vocational Skills and Education is managed in accordance with its obligations as an Australian Registered Training Organisation and applicable Australian privacy and regulatory requirements.

The Teaching Jobs Abroad Program (TJAP) is delivered by AVSE-TESOL (Cambodia) Co Ltd, a separate Cambodian legal entity. Personal information collected or held by AVSE-TESOL (Cambodia) Co Ltd in connection with TJAP will be handled in accordance with applicable Cambodian law.

Students may request access to personal information held about them, subject to applicable privacy, regulatory and legal requirements.

Information concerning another person will not ordinarily be released without that person’s written consent unless disclosure is authorised or required by law.

Special Offers

  • AVSE may vary advertised program fees and offer discounts, promotions or Promo Codes from time to time.
  • Promo Codes are subject to the terms and conditions of the particular promotion. 
  • Unless stated otherwise, a Promo Code cannot be used in conjunction with another discount, special offer or third-party referral.
  • AVSE may pay an authorised agent or other approved third party a recruitment or referral fee where a student has been referred to AVSE. The standard referral fee is 15% of the applicable program fee. Any referral payment is made by AVSE and does not increase the program fee payable by the student.

Advertising & Published Information

AVSE makes reasonable efforts to ensure information published on its website and in other promotional material is accurate and current. If an error or omission is identified, AVSE will take reasonable steps to correct it promptly.

Communication

Email is AVSE’s principal method of formal communication with applicants and students. Students are responsible for providing a current email address and checking their email regularly for important information relating to their program.

Learner Questionnaire

Certificate IV in TESOL students may be asked to complete a learner questionnaire associated with Australian vocational education and training requirements. Participation is voluntary. Students who choose to participate can do so with or without providing identifying information.

Acceptance of This Agreement

Accepting an offer to participate in an AVSE program constitutes acknowledgement and acceptance of this Service Agreement and any program-specific conditions contained in the written offer.

Applicants should read this agreement before accepting an offer and contact AVSE if any provision requires clarification.

Further Information

Questions about this Service Agreement can be directed to the Managing Director of AVSE-TESOL, Peter Goudge, at peter@avse.edu.vn.