Student Exchange Outbound Parent Handbook

Parent Handbook Outbound

Culturally safe environments

Student Exchange Australia New Zealand is committed to supporting students to express their cultural rights. Whether from Australia or overseas, Student Exchange Australia New Zealand supports students to express their culture and enjoy their cultural rights while respecting and enjoying their host community’s culture. We promote the empowerment, participation and rights of children.

Student Exchange Australia New Zealand is committed to helping exchange students learn about Indigenous culture and history. We act on this commitment by ensuring that our staff, volunteers, students and host families participate in inductions or orientations which contain content that is inclusive and sensitive to Indigenous culture and history. We commit to the cultural safety of our Indigenous people and work together with our participants and overseas partners to confront and eliminate racism.

By undertaking the above, we aim to promote cultural rights and safety of Indigenous children so that their unique identities and experience are respected and valued. We value all our participants and host families and, as per our Mission, we provide opportunities to enhance their future potential.

Moreover, Student Exchange Australia New Zealand works to facilitate that our participants, their families, host families and our staff and volunteers are representative of the diverse nature of the societies in which we operate. We promote equity and respect diversity and strive to ensure that our policies and procedures do not exclude anyone who is otherwise eligible to participate on our programs.

First Nations Map

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Rules of the program

The following rules are a condition of your child’s participation in the program. Failure to adhere to these rules is sufficient grounds for ending your son/daughter’s program and returning them home. In the event of dismissal from the program, program fees will not be reimbursed.

While on the program, students must abide by these program rules. A student who does not comply with the program rules may have his or her participation in the program terminated and the student may be returned to their home country at natural parent/guardian’s expense.

1. While in the host country, students must obey all the laws of the host government, including laws covering immigration, sexual relations, all State and Local government laws, as well as the rules set by the host school, the host family, the overseas host organisation, and your student exchange provider.

2. School attendance is compulsory. Students must attend school and follow school policies regarding absence, homework, and exams. Students must demonstrate a determined effort at school and maintain “C” average or higher in all courses at the host school.

3. Students must not travel independently and must comply with all your student exchange provider and overseas host organisation release conditions and procedures.

4. Students must not drive or purchase any motorised vehicle (e.g., car, van, ute, truck, motorcycle, moped, scooter, tractor, quad bike) which requires a licence except when supervised by legally qualified instructors as part of the student’s school experience. USA: driving is permitted with an instructor of an official driver’s education course, and only during class hours; Australia: driving ‘quads’ can be allowed if provided by the host family and additional insurance is arranged and must only be driven on private premises, not on public roads.

5. Students must not smoke, vape or use any prohibited substance during the program period. Students who indicate that they do not smoke or vape on their application may not smoke or vape during the program period. Be aware that in some countries or states it is forbidden by law for students under a certain age to smoke or possess tobacco or vaping products. Possession, purchase or use of non-medically prescribed drugs is prohibited. Consumption of alcohol is prohibited. Exceptions regarding alcohol may be allowed ONLY in countries where local law allows it and ONLY when offered, and consumed, by and together with the host parents in the host home and never to excess.

6. Students must demonstrate a genuine commitment to assimilate with their host community and host family by following host family rules, participating in host family everyday life and by integrating into the host family community. Students must act respectfully and always keep their Host Family aware of their whereabouts. The use of phone and/or other social media to contact home should be limited to help to avoid homesickness.

7. Students may not participate in hazardous activities without prior written approval by natural parents/guardians, host family and your student exchange provider on the Hazardous Activities Release Form. Approval is required regardless of whether the hazardous activity is covered by insurance.

8. The following actions/behaviours are not permitted:

• Hitch-hiking

• Sexting, that is, the sending or sharing of sexually explicit digital images, videos, text messages or emails.

• Life-changing decisions: marriage; changing sex or gender identity; changing religion; changing nationality; tattoos; piercings.

• Shooting, possessing, or handling firearms or other weapons.

• Becoming pregnant or causing somebody else’s pregnancy.

• Students are not allowed to take official employment outside their host homes in the host country, except in Australia and New Zealand

9. Students may not publish or share any images or content on any social media platform including another person unless with the express permission of that person/s.

Any student breaking the above rules will be returned to their home country immediately at the natural parent’s expense.

Be aware that local laws (in the host country) may differ to laws in the home country and that violations of the above rules may have serious consequences and/or may result in the cancellation of a student’s participation in the program.

Rules are made to ensure the students’ safety and successful completion of the program. Your student exchange provider takes responsibility to help the student to successfully complete their program, and therefore has processes for handling situations where students break the rules. The process may involve “round table discussions”, “positive action plan” and a “final warning”. It will usually involve the student, host family, local coordinator, and overseas host organisation program staff. For appropriate rule breaches, it may highlight when a student is not following the rules, what remedial actions are required, as well as potential consequences if not remedied. Extremely serious rule breaches will of course not involve such a process but will cause the student to be immediately return to their home country.

Natural parents/guardians are advised not to contact the overseas host organisation unless approved by the sending organisation. To ensure proper management and control of a student’s program, all contact from the natural parents should be with your student exchange provider.

These rules must be read in conjunction with the Terms & Conditions of participation, Medical and General Authority, Travel Authority, Insurance Policy and student and parent handbooks. As indicated above, your student exchange provider and the overseas host organisations reserve the right to terminate the participation in the program of any student whose conduct is considered by them to be seriously in breach of program rules or detrimental to or incompatible with the program and in that event, they may return that student home at the natural parent/guardian’s expense.

In addition to the above rules, participants are required to adhere to additional requirements imposed through statutory bodies’ regulations and authorities such as obeying the regulations of their student exchange visa, obeying the host school’s policies and rules, adhering to the program end date.

Please note that any use or possession of drugs, including marijuana, is a serious violation of program rules and in most countries a breach of the law. It will result in the student’s immediate expulsion from the program and immediate return home at your expense.

The above rules are outlined in more detail in the Outbound Student Handbook and are also discussed with the students in the pre-departure orientation. Most overseas organisations require students to sign their own set of rules which may be more extensive than the rules listed above. Breaking the overseas partner’s rules may be grounds for dismissal from the program.

Student travel during the program

The basic rule is that individual travel or group travel without an adult chaperone is not permitted. This rule applies to all students from your student exchange provider. Travel generally requires permission by natural parents, your student exchange provider, and the host organisation. Travel that would interfere with regular school attendance is never permitted as students are on an academic program and school attendance takes precedence over other activities, such as travel.

Your student exchange provider has on file a Travel Authorisation Form signed by you as part of the student application. This covers short trips with the host family, coordinator or school and travel with an approved group as described below. It also covers local overnight stays with friends only when approved by the host family.

Group travel with an approved group

Group travel is permitted only if the trip is sponsored by the host organisation, host school or recognised sporting or church group and only if it is chaperoned by an adult over the age of 25.

Individual travel to visit relatives, friends and /or other students

Permission will be granted only if the host or receiving individual is 25 years of age or older. This category of travel always requires the prior permission of natural parents, school, your student exchange provider and the host organisation. The travel must be directly from the student’s location to the point of visit and return. No diversions from this direct route or overnight stopovers will be permitted. Hitchhiking is never allowed.

Independent unsupervised travel is generally not allowed

In some countries optional tours are available and students are encouraged to take advantage of such trips. All parties concerned must be satisfied that the student will be safe at all times. Any travel should not involve missing any school days or any academic aspects of the program. If students are planning to leave the country on any trips, they will need to check the regulations regarding visas and re-entry. Students must be certain that they have the correct documents.

Visits by Natural Family

Natural families sometimes get caught up in the excitement of their child’s program and start planning overseas trips that involve meeting the student during their program. Please don’t plan any such trips without consulting your student exchange provider.

Most of our partner organisations stipulate that students should not be visited during their program. Some organisations allow visits at the end of the program. This is because, through long experience, it has been found that such visits often upset the balance of the program. The student can be torn in loyalty between his/her host family and natural family, and it is easy for any of the parties to be inadvertently hurt.

It is always important, if you are planning a visit, to contact your student exchange provider and give us details of your proposed trip. We can then advise the overseas organisation and check to see that such a visit will be acceptable and that the timing is appropriate. Visits should not interfere with school attendance.

Student travel after program

Students may only travel after their program if this is approved by the host organisation. In some instances, this is not possible due to visa regulations, which require a student to leave the country on a specified date. If, however, this is allowed the natural parents and student must sign a Program End Release form. This confirms that your student exchange provider and the host organisation are no longer responsible for the student as the program has ended. It is at the discretion of the host organisation to allow a Program Release. In the case of a student being dismissed from the program, a Program Release will not be allowed, and the student will have to return home.

Things to consider:

Return flight: Students away for a year have a ticket valid for 12 months only and this can NOT be extended. If the student wants to return after his or her ticket expires, s/he will need to buy a new ticket home (and pay for any costs associated). See the section on Return Flights for details on options for purchasing new tickets. Re-routing of the ticket might not be permitted. The student might need to depart from the same city originally arrived at, and the route of travel cannot be amended.

Insurance: The insurance cover will end on the day the student has left the program. Your student exchange provider cannot extend the cover. Parents must purchase a new travel cover, prior the cover provided whilst on exchange has ceased

Visa: The student may need another visa to remain in the country longer or to visit other countries.

Here is the summary that we provide students and host families regarding Travel and Program End Release processes:

I will return to the program

Temporary Program Release

must be signed before I am allowed to:

Travel with anyone other than my host family or school

Travel with my host family or school for longer than 14 days

An overnight stay in my host community under adult supervision with a family or school friend, with the permission of at least one host parent is OK

I will not return to the program

Program End Release

must be signed before I am allowed to leave the exchange program

During the period of the Temporary Program Release, Program Rules still apply, insurance and visa remain valid. Temporary Program Release may not be granted if the period of release is during the school term.

Once a "Program End Release" is in effect, my insurance is cancelled along with all other services from my exchange organisation, including host family accomodation and school enrolment. My exchange organisation might need to advise the relevant immigration and education authorities that I have left the exchange program. My visa may be cancelled or the status changed at the discretion of the immigration authority.

Student support network

The following chart shows how communication works within an exchange program.

While your child is overseas s/he will be supported by the host family, local coordinator, overseas hosting organisation and host school. In some countries, the coordinator may be a staff person at the host organisation.

The diagram shows how the total network operates to support students, natural families, and host families. Good communication via the support network is imperative for the success of an exchange experience.

When problems arise, no matter how small, it is very important for students to address them as soon as possible, either by discussing the issue with the host family directly, by communicating with the local coordinator or by contacting the host organisation. The coordinator’s role is to support both the student and the host family. The coordinators usually have a background of experience in student exchange and should be the first point of contact, for a student having difficulties.

The coordinator can then act as a third party and assist with discussions between the student and host family and, suggest ways in which situations can be improved or issues can be resolved.

The host family or coordinator will inform the hosting organisation of any concerns they may have and may in turn communicate with your student exchange organisation. We will keep you informed of any issues that are being addressed which concern your child.

On occasions the overseas organisation may request the support and assistance of the natural parents, particularly if the problem is relevant to a student’s behaviour/academic performance, etc.

Whilst on exchange students will be required to complete monthly online postcards / reports for their student exchange provider. Those reports will allow us to know how they are going, and if they have any problems or concerns. If there is something bothering them, this is the time and place to get it out.

Sometimes students will contact their natural parents with a problem. It is important if this occurs to ask them if they have contacted their local coordinator, and if they haven’t, to suggest that they do so without delay. It is the local coordinator who can input into a situation quickly.

Most schools which accept an exchange student will nominate a key staff member with whom the coordinator or host family can discuss issues that might arise for your son or daughter at school. If an issue at school does arise, we encourage students in the first instance to discuss their concerns with the school’s liaison teacher. If the issue is not resolved, that is when the student should ask the host family or local coordinator for assistance.

Please feel free to contact us regarding any concerns you have which are relevant to your son or daughter. We can contact overseas organisations quickly and are happy to follow up on any issues you feel need to be addressed. However, there is little we or the hosting organisation can do if the student does not inform their local coordinator that there is a problem.

Please note: If you are planning to be away from home for an extended period while your child is overseas, please advise us in writing of your contact details or the details of someone who can reach you in case we need to contact you in an emergency.

Culture shock

Culture shock is the disorientation or confusion that a person feels when moving from a familiar environment to an unfamiliar one. Almost everyone who lives, studies, or works overseas goes through some degree of culture shock.

There are many symptoms of culture shock, and one is panic. The student may feel the whole thing is a big mistake and s/he may want to come straight home. S/he may feel nervous and uncertain or feel a lack of confidence. Things which have been dreamt about for months are now not interesting. The student may exhibit physical symptoms such as an inability to sleep, crying easily, loss of appetite, nausea, and headaches. This is a normal reaction to stress and early on can also be a normal reaction to jetlag.

All reactions are normal and as the student settles into a new life and new routines the culture shock or homesickness will lessen. In the pre-departure orientation, we discuss with the students some strategies for dealing with culture shock. This can include keeping a diary, doing something familiar such as listening to music, reading, or going for a walk, keeping busy and not spending too much time alone, and setting small achievable goals for themselves. The student should talk to his or her host family and/or coordinator about how they are feeling.

We suggest that students not spend too much time in contact with family and friends back at home as this can delay their adjustment. If your child is calling you regularly, while struggling with adjusting, it is important to be supportive and assist him/her to look for ways to get through this period. Feel free to call us to talk through the issues if you need assistance. The symptoms of culture shock can be similar to depression, so if it is going on for an extended period of time and you are concerned, please let us know.

Students need to be patient and not too hard on themselves. They need time to adjust and learn the language and cultural differences. Some students move through this easily; others find they do not get homesick until after they have been overseas for a while, and some do not experience any adjustment problems.

The following are common stages students go through during their experience in a new culture.

Arrival Fascination

When accepted into the program students experience a tremendous amount of excitement. This sense of wellbeing generally continues upon arrival in their new country as, initially, students may be the ‘centre of attention’ at their school.

Culture Shock

Culture shock can set in when the initial excitement has worn off. The initial round of introductions is over, and life becomes more ‘normal’. At this stage the initial fascination has worn off and students are faced with dealing with the day-to-day challenges of living in a different culture - often this involves dealing with a new language. This is when students can start to experience homesickness and various common characteristics such as mental fatigue, change in sleep patterns, language difficulties and at times a wish to ‘be back home’.

Surface Adjustment

The above culture shock usually does not last very long. It is very important for students at this stage to share how they are feeling and to make every effort to get out and involve themselves in activities at school. This way they start developing friendships. Keeping busy is a good antidote for homesickness. Eventually students’ language skills improve, and they find they are managing to communicate more easily. They feel comfortable with their school and maybe a small group of friends.

Integration/Acceptance

This is achieved when students are at ease with their host school and friends. They are beginning to feel part of their new culture and community and can’t believe how fast the time is flying by. You will hear them say they really feel as if they belong in every sense of the word.

Returning Home / Reintegration

As students approach the end of their experience, they can have very mixed feelings about returning home. On one hand they are looking forward to coming home and seeing their family and friends again. On the other hand, they feel quite distressed at the prospect of saying goodbye to their host family and community, and all the wonderful friends they have made during their time overseas.

They also can become anxious about changes in themselves. While away, students will have matured considerably – they have, in many ways, taken charge of their lives and will have become much more independent, responsible young people. It is important for parents at home to realise and prepare themselves for these changes.

When students return it is important to understand that the adjustment they go through as they settle back home can, in some ways, be more challenging than their adjustment on arrival overseas.

Communication

Having a family member away from home may generate varying degrees of difficulty for various members of the family. Sometimes we can’t predict who is going to miss whom and to what degree. It is important, throughout the experience, to respect and consider the needs of the various parties. The experience is not just about the student who travels. Natural families, siblings, and schools at home and abroad, are all impacted upon and contribute. It is important to allow participating students to draw on their own resources and those of their host school and community to help adjust and settle in their new community.

In some cases, frequent contact from home can be intrusive and disruptive. It can hinder the adjustment process. It is important for everyone to find the balance of contact that provides most support for student and natural family. Our experience is that a student who spends too much time on the phone, on emails or on social medias with parents/friends at home, does so at the expense of the relationships in the host community. We encourage parents to “be there” for their child, but also to recognise that frequent contact (daily) can limit their child’s capacity to maximise the benefits of the experience.

Communication with host parents

It can be helpful for you as parents to develop communication with your child’s host parents. It is beneficial for everyone if you take the time initially to write to the family who is so kindly offering your son or daughter hospitality for the length of their exchange.

If you are speaking on the phone to your child, make time to speak with the parents – it will usually be much appreciated. Developing a good relationship with host parents can make the whole exchange experience even more rewarding and, on occasions, not only does your child have an ongoing lifelong relationship with their host family overseas, but so can you.

Confronting sexual abuse

Your student exchange provider has included the following sections on Sexual Abuse in the handbook provided to your son/daughter.

Sexual abuse is a very rare occurrence on exchange programs. However, as a participant, you are a long way from home in a strange country and culture. We want you to know how to recognise sexual abuse and to openly share some ideas about what to do if it happens to you.

While on this program, it can be hard to understand different cultural behaviours. Sharing affection between friends is one of the nicest things in the world. However, it is possible that someone may show you a type of affection that makes you feel uncomfortable. If you feel uncomfortable about the attention you’re receiving, whether it be:

physical hugs, cuddles, touching, or kissing, or stares, comments, invitations or other things

… it’s OK to tell that person to STOP.

You do not have to tolerate this behaviour. Tell your local coordinator or your student exchange provider what you are feeling. It is never too late to let someone know.

What is sexual abuse?

Sexual abuse includes different kinds of activities such as:

• having someone look at you / make comments that make you feel uncomfortable

• being made to kiss someone

• being touched on private parts of your body

• being made to have unwanted sex or sexual acts

• being made to look at pornographic videos or magazines

• any other behaviours that make you uncomfortable & continue after you have said “no”

You have the right to say no. It’s always OK to say NO. Your body belongs to you. You decide who can touch you - You have the right to decide how, when, where and by whom you are touched.

Trust your feelings. You should take your feelings seriously. Listen to your intuition and follow your best judgment.

You decide whether to share or keep secrets. It is never wrong to tell a trusted adult if you are feeling uncomfortable about what is happening. Talk about things and ask for help. You

decide when and with whom to talk about any sexual misconduct that you may have experienced. There is always an adult at your student exchange provider office who can help you. You may also choose to talk with a teacher or school counsellor.

It's not your fault. The abuser is the one responsible. It is never your fault.

Sometimes, the person doing the sexual assault (the abuser) may seem to be trying hard to make friends with you. This person might confide in you about personal problems or might encourage you to break the rules. He or she might appear to be jealous of your other friendships and try to stop those friendships. They do this because they want you to rely on them, rather than on your friends or family. They try to isolate you. The abuser might give you lots of presents (gifts) and offer you tenderness and may pretend to love you. They may not recognise that you don’t want the gifts or love that they offer. They may threaten to tell your parents or your student exchange provider that you have done something “wrong” –even when you have not done anything wrong. They may do one or all of these things to try and get opportunities to be with you, to touch your body without permission or to look at you in a way that makes you feel uncomfortable.

If this happens to you – or something similar that makes you feel unhappy or scared - please talk to a trusted adult friend or call your student exchange provider for help.

Talking to someone who cares about you can really help. It's ok to feel nervous about telling someone about the abuse.

For example, you might feel:

• embarrassed

• guilty that you’re telling a family secret

• scared of not being believed or blamed

• afraid of getting someone in your family in trouble

• worried about making the situation worse

But there are good things about telling someone, like:

• relief at finally getting the problem out

• feeling less alone

• getting someone else’s advice and ideas

• being safer

• the person might help you make the abuse stop

Bullying

Your student exchange provider has included the following sections on Bullying in the handbook provided to your son/daughter.

Bullying can occur at any age and across cultures, gender and socioeconomic groups. It has the potential to seriously affect the wellbeing of an individual. As an exchange student it is important that you can recognise behaviour that may be defined as bullying, know what to do if you experience bullying and ensure that your behaviour would never constitute bullying.

Your student exchange provider considers that bullying is inappropriate and unacceptable behaviour and that students found to have either committed or condoned such behaviour on exchange may be dismissed from the program.

What is Bullying?

Bullying is intentional, repeated behaviour by an individual or group of individuals that causes distress, hurt or undue pressure. (Taking Action, Keeping Safe NSW Department of Education and Training).

Examples of Bullying (please note that this list is not exhaustive):

Verbal abuse Physical abuse Social / psychological abuse

Name calling Hitting Ignoring

Teasing Spitting Alienating

Threats Tripping

Swearing Kicking

Inappropriate laughing Pushing

If you are suffering Bullying?

Spreading rumours

Dirty looks

Malicious SMS & email messages

If you believe you are suffering bullying, there are a number of important steps that you should take.

• Tell the person that their behaviour is unacceptable and ask that they please stop. Often telling someone directly can quickly resolve an issue.

• If the behaviour continues, report the behaviour to your teacher and/or coordinator.

• Remember to keep the complaint confidential as this will avoid gossip.

If you make a complaint about bullying it will be taken very seriously and will be dealt with in a confidential manner. You will not be victimised or treated unfairly for making a complaint.

Social Networking Policy

Students will be held responsible for everything posted on and linked to their profile on social media and networking sites like Facebook, Instagram, TikTok, Snapchat, Twitter and others. This includes statements, comments, and photos.

Students must refrain from posting any content or images that indicate a violation of Australian or New Zealand laws or your student exchange provider’s rules, as well as any content or images that are perceived as obscene, defamatory, threatening, harassing and hateful, or hurtful to the reputation of another person and family.

Further, students must refrain from any online activity that could compromise their safety or the safety and privacy of their host family. This includes communicating or meeting with strangers, posting any information that could be used to identify their or their host family’s identity or location such as full names, address, phone number, bank and credit card information, etc.

Students must be aware that downloading materials from the internet, (including films, TV shows and music) without appropriate payment to the copyright holder(s) is illegal in most countries. Any of these actions may result in disciplinary procedures such as warning or probation and may lead to dismissal from the program.

Points to consider about personal safety online:

• Ensure students have adequate privacy settings on their personal/private sites. Loss of their control of information/material can occur once published and it has the potential to remain in public forever. Additionally, the privacy policy of a social media site, can easily change without their knowledge.

• Students are advised that, whilst on exchange, not to tag themselves in photos that we may publish on our social media platforms as this identifies them and creates a link to personal profiles.

• Students are advised not to disclose their surname, or actual whereabouts (other than the country they are in) on our social media platforms.

• Students are advised not to reveal data about themselves that could be used to impersonate/steal identity (date and place of birth, for example).

• Inappropriate or inaccurate comments which are damaging to a person’s reputation should be avoided, as they could result in a claim of libel.

• Postings, whether they are on a blog or public Facebook, Instagram, TikTok, Snapchat or Twitter site, can be read by millions of people. Strike the right balance between informality and formality in your tone.

• Safety, privacy, and enjoyment of the exchange experience comes first, so be sensible and keep emotions, politics, racial, ethnic, sexual opinions, slurs, and comments out of posts.

Insurance

Students are provided with a Certificate of Currency, schedule of benefits, emergency assistance card and a claim form prior to departure. The full insurance policy is available on our website.

The insurance cover provided, is a business policy cover, and students are insured under that policy

Routine medical bills are paid by students and then claimed through the insurance. If the student needs to be hospitalised, the hospital might be able to directly bill the insurer (students to provide the hospital with a copy of their Certificate of Currency).

Claims

Students may send, the claim to the insurance company themselves or you can lodge it on their behalf. Claims are to be submitted, by email, directly to the insurance provider / broker, not to your student exchange provider. However, if you require assistance, please don’t hesitate to contact us. All documentation relevant to the claim will be required, for example, doctor’s reports, police reports, transport provider’s reports, receipts, or valuations.

Note

Should your son or daughter change travelling arrangements for any reason, it is important to make sure that the insurance cover remains valid. A student leaving the exchange program, will have his/her insurance cover terminated. Our insurance provider does not cover students once they have left the program.

Return Travel Arrangements

Short/Semester Programs

If your child is participating on a program for six months or under, your student exchange provider should have him/her booked back on the program end date provided by the overseas organisation. Unless there is a major reason to change this booking, your child will travel back on the arranged date.

Year Programs

If the exchange is for longer than six months, it is usually not possible to book the return flight prior to departure since the airline(s) might not have released the seats for that specific departure date. Your child might depart on exchange with a ticket showing a “dummy” return date. Your student exchange provider will book the “real” return flight as soon as it is possible and will then inform you. Parents, student and overseas partner organization, will then be provided with the new booking.

Changing the flight

If your child wishes to return on a date which is different to the one organised, please inform your student exchange provider of the change required Your exchange provider will contact the travel agent requesting the change (fees will apply such as set change fee, airline fare and tax difference). Your exchange provider will also contact the overseas organisation prior requesting the change, to ensure, that the change, fits in with the overseas organisation and the host family’s plans.

Any changes will need to be done by your student exchange provider, as the ticket was purchased by your student exchange provider Our travel agent is not able to discuss any modifications to a ticket with a parent or student.

Note: Unless students are travelling with parents, they usually must return home once the program has finalised.

Tickets purchased by your student exchange provider have a 12-month validity (from the day of departure) and cannot be extended. If the student wants to return after his or her ticket expires, s/he will need to buy a new ticket home (and pay for any costs associated). It is advisable not to make a booking for the last week of the ticket’s validity. If there is any flight cancellation or delay of any kind, you may be left with an invalid ticket. Students would then be liable to pay for another ticket to return home.

Before making any extension to your child’s ticket, please make sure you have thoroughly enquired about the visa requirements to extend the stay in the host country or region. Personal travel insurance will also need to be purchased by parents covering the extension.

Extending the ticket beyond the expiry date:

This cannot be done. The expiry date on the ticket is the final date that the ticket can be used. Some airlines require the ticket holder to be back home by the expiry date and others only require that the return journey be commenced by that date.

It is not possible to have a ticket valid for longer than 12 months. If your child decides to sign off the program at the end of the exchange program, and stay away for longer than the ticket validity, it will be necessary to buy a new ticket for him/her to return home.

Grievance Procedure

All exchange program participants, whether inbound or outbound, family or student, are provided with details of their student exchange provider’s support network, to help them to adjust and make the most of their exchange experience. However, should participants encounter an issue about which they have concerns, we advise that this grievance process be followed.

If the issue remains unresolved by direct communication between the parties concerned, natural parents are asked to follow the procedure below:

• Contact the staff member responsible for your child’s exchange, at the office of your student exchange provider, by email or phone to discuss the grievance.

• If the issue is not immediately resolved, a formal, written grievance should be written (by email or letter) to the Program Manager or National Director.

• The Program Manager or National Director will respond, initially within 24 hours, and continue to liaise with the natural family until the issue is resolved.

• If the natural family is not satisfied with this process, or its resolution, the natural family may choose to contact the registration authorities in their state/territory or to seek legal advice.

Information for students to and from New Zealand

Should a complaint not be resolved by your student exchange provider’s Grievance Procedure, students from or to New Zealand may contact the New Zealand Qualifications Authority (NZQA).

Raising a complaint with NZQA will not adversely affect the immigration status of students. Students can download the complaint form at: https://www2.nzqa.govt.nz/aboutus/contact-us/complaint/education-provider/

Email the completed form with scans of any supporting evidence to schoolcode.enquiries@nzqa.govt.nz

For more information on the complaint process, students can contact NZQA in New Zealand on 0800 697 296.

Complaints Handling Procedure

Should a party have a complaint about our product or service, that party is encouraged to contact us as per contact details on our website. 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 consider all forms of child abuse which applies to complaints or concerns relating to child abuse made by or in relation to a child or student, staff, volunteers, home stay families and other persons that may affect students on the student exchange program

• We will report allegations, suspicions or disclosures to relevant authorities, whether or not the law requires reporting, and to co-operate with law enforcement.

• We will identify staff to respond to child safety concerns and complaints

• We will immediately respond to a complaint or concern relating to child abuse and inform the required authorities accordingly as per Standard 5.30 Resolution of problems informing all relevant parties including Police, Child Protection and the Commission for Children and Young People/Child Protection services.

• We pledge to protect and support any exchange student connected to the complaint or concern relating to child abuse, until the complaint or concern is resolved.

• Adhering to privacy and confirming that employment law obligations are met when responding to and reporting complaints and concerns

• All complaints will be documented in our QMS Action request file making sure that all actions are documented and secured retaining records of the complaint or concern including the response.

• All complaints are shared with Senior Management.

• 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 the student exchange provider.

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.det.act.gov.au

E: ieu@act.gov.au

New South Wales

NSW Registration Committee for International Secondary Student Exchange

DE International

Level 2, 1 Oxford Street (Locked Bag 53), DARLINGHURST NSW 2010

Ph: (02) 8293 6982

W: https://www.deinternational.nsw.edu.au/study-options/study-programs/secondary-studentexchange

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: www.nt.gov.au/learning/primary-and-secondary-students/overseas-exchange-programsfor-nt-students

E: internationalservices@nt.gov.au

Queensland

Department of Education & Training (DET)

International Quality (Schools) Unit

Level 8, 30 Mary Street (LMB 527), BRISBANE QLD 4001

Ph: (07) 3513 6748

W: www.qld.gov.au/education/schools/information/programs/exchange/pages/long

E: cricosreg@qed.qld.gov.au

South Australia

Education Standards Board, School Registration Services

GPO Box 1811 ADELAIDE SA 5001

PH: 1800 882 413

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) 9032 1538

W: https://www2.vrqa.vic.gov.au/student-exchange

E: vrqa.student.exchange@edumail.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, WA

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

Level 1, 33 Bowen Street, Wellington 6011, New Zealand

Ph: 64 4 463 8000 Fax: 64 4 463 8001

W:https://www.education.govt.nz/our-work/contact-us/

E: enquiries.national@education.govt.nz

Child Protection

Your student exchange provider takes seriously the care and supervision of exchange students on our programs. Our aim is to ensure we meet and exceed all legal and regulatory requirements and provide a safe and healthy experience for students in our care.

Your exchange provider commits that it will foster the dignity, self-esteem, and integrity of its students. The provision of a safe and supportive environment is an essential element to ensure that each student entrusted to our care is to be affirmed in his or her dignity and worth as a person.

Different countries have different legislation for the recruitment, selection, and screening of volunteer host families. Your student exchange provider only works with overseas partners who meet each country’s regulatory requirements. As a minimum, all overseas host families who are accepted to volunteer to host exchange students will have undergone the following process:

1. Completion of a host family profile

2. Reference checks by overseas partner agency staff or volunteers

3. An interview of the host family in their home

4. Police background checks/working with children checks, as legislated, and required for that country.

It is expected that staff, coordinators, and families will endorse the principles of child protection as a fundamental responsibility and must fulfil their legal responsibilities in this critical area of their work.

Contact details / Emergencies

National Office Address: 1 Mona Vale Road - Mona Vale NSW 2103 PO Box 1420 - Mona Vale NSW 1660

Australia

Phone: +61 (0)2 9997 0700

Email: info@studentexchange.org.au

Website: www.studentexchange.org.au

New Zealand Address: Suite 2590 - PO Box 83000 Johnsonville Wellington 6440

New Zealand

Phone: 0800 440 079

Email: info@studentexchange.org.nz

Website: www.studentexchange.org.nz

Your student exchange provider has a 24-hour phone service to assist and support in the event of a genuine emergency. A genuine emergency is one where a major crisis has arisen, your health and wellbeing is at risk, or a family tragedy has occurred. The emergency after hours phone numbers are:

• 0412 959 851 (within Australia)

• 0800 451 963 (within New Zealand)

• +61 412 959 851 (from overseas)

The emergency mobile phone is rostered to staff on a weekly basis and is shared between staff working in different areas. This may mean that the staff member who you speak to may not be the one that you are familiar with talking to. However, staff have after-hours access to all our databases and student files to ensure that our capacity to assist after hours is not compromised.

If your call is not answered immediately, please leave a message, and contact number and your call will be returned, at the first available opportunity.

These details are also provided to your child in their handbook. Prior to departure, students will be also provided with their overseas host organisation emergency contact details Parents are required not contact the overseas partner organisation.

MORE INFORMATION

Student Exchange Australia New Zealand shares student content (images, video and words) on and offline. If required, small adjustments are made to ensure it is suitable for the media it is shared on, and that student privacy is protected. The utmost care is taken to keep all content as true to its original state as possible.

If you have any questions or require more information regarding sharing or submitting your exchange photos, videos or words, please contact us on:

Australia: info@studentexchange.org.nz

New Zealand: info@studentexchange.org.nz