Category: Life On Campus

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Student Feedback, Complaints, and Appeals Policy

1. Purpose

Hillsong College Ltd (ABN 84 617 111 592) (“the College”) is committed to creating an environment where students can thrive both academically and personally. As part of this commitment, the College provides clear and accessible mechanisms for students to provide feedback, lodge complaints, raise concerns, and submit appeals. This policy outlines the procedures for reporting concerns, making complaints or appeals, and submitting suggestions.

The purpose of this policy is to provide clear direction and guidelines for the students, staff, and volunteers of the College regarding feedback and complaints handling mechanisms.

1.2 Scope

This policy covers any and all feedback mechanisms and complaints procedures handled by the college, related specifically to the activities, staff and student constituency, and academic experience. These can include but are not limited to; course and curriculum, pastoral and academic student services, matters of admission, enrolment, onboarding and graduation, interpersonal and pastoral matters, financial and accommodation services, and, academic and assessment matters.

Both students and graduates, at any time, may utilise this policy and its constitutive guidelines to provide feedback, raise concerns, and/or submit complaints.

All students and graduates retain the right to seek independent advice and/or resolution from external parties of their choice.

A list of contact points can be found in Appendix A of this policy for ease of reference.

1.3 Guiding Principles

College is committed to continuous improvement and implements a complaints and appeals process that adopts the following provisions and guiding principles:

  1. Where possible and appropriate, complaints will be handled informally
  2. Privacy and discretion will be exercised as much as possible
  3. The right of all parties to bring a support person to any meetings that take place regarding the complaint
  4. Due process in investigation and resolution
  5. Equality and fairness toward all parties, without prejudicial treatment
  6. Transparent, ethical, and timely processing of complaints and appeals

1.4 Responsibilities

All College Staff are responsible to:

  • Know the contents of this policy and be familiar with the processes available to the student constituency.
  • Follow the guidelines in this policy.
  • Encourage a culture of feedback, continuous improvement, and student-staff interaction.
  • Document and communicate matters of concern, raised by students, to the relevant manager in line with the processes outlined in this policy.

Campus Heads/Managers are responsible to:

  • Address areas of concerns as and when they arise in an effective and timely manner.
  • Escalate complaints as and when necessary.
  • Document formal complaints and notify the Executive Dean.

The Executive Dean is responsible to:

  • Ensure that College Staff are versed in this policy.
  • Maintain the relevance and currency of this policy and its associated processes.
  • Ensure compliance with the processes established in this policy.
  • Manage all formal complaints and nominate case managers where appropriate.
  • Communicate on behalf of College Management with the complainant.

1.5 Definitions

Academic means matters pertaining to course, curriculum, assessment, attendance, and grading.

Campus Head means manager responsible for the operational, academic, and pastoral activities of Hillsong College at a particular location.

Case Manager means a college representative, appointed by the Executive Dean, to conduct a review of a formal complaint or appeal.

Church means Hillsong Church Australia, or when relevant, Hillsong Church at an overseas location.

College means Hillsong College Ltd., trading as Hillsong Leadership College.

Discipleship Group Leader means a college representative discharged with the day-to-day leadership and discipleship of a student cohort. This position exists in the face-to-face Hillsong College locations.

Lecturer means a college representative who is responsible for delivering curriculum and provides subject matter expertise.

Management/Manager means personnel of the college who exercise operational authority and make determinations on academic, disciplinary, pastoral, and enrolment matters.

Student means prospective, current, or graduated student. Someone who has been enrolled into an accredited course with Hillsong College at any time.

Support Person means a third-party invited to attend a meeting at the request of a student or staff member to provide emotional support. This person must not be a legal representative.

Tutorial Leader means a college representative discharged with the delivery of course curriculum and assessment support for a particular subject.

2. Reporting Pathways

There are several avenues that are available for students to provide feedback and report concerns. If someone is in immediate danger or requires medical assistance, please contact emergency services in the relevant jurisdiction.

In Australia, please dial 000 in the case of an emergency. If the incident occurs on-campus please inform a member of the college and/or church staff immediately

You may also call the college during office hours on 02 8853 5200 or after hours on (02) 1300 53 53 53.

Avenues available for students to provide feedback or report concerns include:

  1. Informal Feedback
  2. Class and Subject Feedback
  3. Sexual Assault and/or Harassment Reporting
  4. Health and/or Safety Concern(s) Reporting
  5. Informal Complaint and Resolution
  6. Formal Complaint
  7. Academic Appeal

2.1 Informal Feedback

Students may provide feedback and suggestions to the college informally. Hillsong College encourages a culture of feedback in the spirit of continuous improvement and enhancing the student experience and course quality. Students can, at any time, approach or contact a member of college staff, with suggestions or request a meeting to communicate feedback.

Pathways to provide feedback and make suggestions are outlined in section 4.1 of this policy.

2.2 Class and Subject Feedback

This feedback is anonymous and collected at the conclusion of each academic period.  The data is compiled into class, subject, course, and campus specific reports and metrics. At the end of every term, this anonymous student feedback is visible to:

  • The tutorial leader(s) and/or lecturer(s) responsible for the class;
  • The responsible Campus Head; and
  • The Academic Dean.

Once collected, this feedback is used by the college’s management and faculty to review, enhance and modify curriculum, course delivery, and assessment.

2.3 Sexual Assault and/or Harassment Reporting

For reporting that involves potential harassment, discrimination, sexual assault or misconduct, please refer directly to, the “Hillsong College Harassment, Unlawful Discrimination and Sexual Misconduct Policy”

2.4 Health and/or Safety Concern(s) Reporting

Occasionally, there may be an incident or event that has the potential to impact the health and/or safety of members of the Hillsong College and/or Church community. If this is the case, please follow the process outlined below in section 3.2 of this policy.

2.5 Informal Complaint and Resolution

Should a student wish to communicate a complaint to the College but does not wish to pursue a formal or written approach, please follow the procedure outlines in 3.3 of this policy.

2.6 Formal Complaint and/or Appeal

If an informal complaint does not result in a successful or satisfactory resolution, then the student may submit a formal/written complaint or appeal to the college. Please note that any student, for whatever reason, may submit a formal complaint regardless of whether an informal resolution has been sought.

For formal complaints and appeals, please follow the procedure outlined in 3.4 of this policy.

2.7 Academic Appeal

For appeals and complaints related to assessment matters, please refer directly to, the “Hillsong College Assessment Appeals Policy”

3. Complaints and Appeals Processes

This complaints and appeals processes below relates to all non-assessment related grievances and feedback (e.g., discipline, finance, pastoral and interpersonal matters, and course experience).

For academic assessment appeals, refer to the Assessment Appeals Policy.

3.1 Safety and Confidentiality

The College values student privacy and ensures all concerns are managed with confidentiality and in line with the College’s Privacy and Data Protection Policy.

Hillsong Church locations, both in Australia and Internationally, have established health and safety frameworks, initiatives, and policies that prioritise and safeguard the wellbeing of its members. In Australia, this is known as ‘Safe Church’. Please click here for more information on Hillsong Church Australia’s ‘Safe Church’ approach.

When discussing specific incidents, concerns, or appeals, all parties have a right to a support person.

Students may wish to raise serious concerns regarding any aspect of the College or Church experience that requires independent and confidential investigation.

In some instances, when the complaint or feedback attests to criminal or possible illegal activities, then College is obligated to report the matter to the police.

3.2 Health and Safety Concerns

Should an event occur, or you become aware of a situation that has material or potential health and/or safety implications for a student, staff member, leader, volunteer, or congregation member of Hillsong Church, please inform a College or Church Staff Member, or a leader, immediately. All staff members of the Church and the College are trained to respond appropriately.

If the incident poses an immediate risk to someone’s life or health, please contact emergency services immediately (dial 000) and then inform a staff member or a leader.

If the incident occurs off-site, or outside of operational hours, please follow the guidelines in this table below:

On Campus:(02) 8853 5200
For immediate help on campus (Open Hours: 9am – 5pm)
Off Campus:000
For immediate help off campus (24 hours, 7 days a week)

If the health and safety concern is related to an event that occurred at a Hillsong Church location, or whilst participating in a Hillsong Church activity, the student may additionally (or alternatively) wish to complete an Incident and Hazard Report online. These reports go to the Hillsong Church Australia Safe Church department.

Should the incident occur at a Hillsong Church location outside of Australia, the student can also report the concern via the Global Grievance portal.

  • Informal Complaint and Resolution

Students should first attempt to resolve issues informally by speaking directly with their Discipleship Group Leader or Tutorial Leader if they feel comfortable to. If for any reason this is not possible, or if a student prefers, please raise the concern in person, or in writing, to the staff member responsible for your campus. (Campus Head)

All college staff are available to discuss any concerns relating to college matters. If discussing the concern or feedback with your Discipleship Group Leader is not possible or preferable, we encourage you to speak with a member of the college the staff with whom you feel comfortable raising the matter.

Students may choose to bring a support person with them to any meetings that occur to discuss the concern.

3.4 Formal Complaint or Appeal

If informal resolution is unsuccessful or should a student wish to pursue a formal complaint in the first instance, (or appeal a decision of the college), please follow this process:

  1. Download and complete a Complaints or Appeals Form from the Student Portal.
  2. Submit the form via email or in person to the respective Campus Head as soon as feasibly possible. (contact information below).
  3. An alternative submission method, if preferred, can be to the Executive Dean. (contact information below).
  4. If the student prefers they may lodge an online complaint by going directly to the following link: Complaints and Appeals Form

The review and response process is as follows:

  1. The Executive Dean (or delegate) will review the submission within 10 working days, acknowledge the receipt of the form, and nominate a case manager.
  2. The student may be invited to present their case.
  3. The case manager may request further information from the student. This may be done in writing, or an in-person meeting may be facilitated.
  4. During the process, the College will maintain the student’s current enrolment status. For international students on a student visa, this also means that no enrolment changes will be reported to the Department of Home Affairs, pending the resolution of the appeal.
  5. The case manager will respond to the student within 10 working days of acknowledgement. On some occasions due diligence will require additional time. In such circumstances the case manager will communicate directly with the student.
  6. The student will receive a written response from the case manager on behalf of the College Executive Team, which will include appropriate action steps, resolutions, or improvements that have been undertaken as a result of the complaint.

3.5 Ongoing Support and Care

Students may bring a support person of their choice to any related meetings.

At any time throughout the review process, students may also access any of the existing student support services without prejudice. Pastoral Care and academic support are managed separately to student complaints, appeals, and disciplinary matters. Should any conflict of interest, real or perceived, exist, the College will take steps to ensure these conflicts are mitigated.

For College Pastoral Care or guidance on available wellbeing services, please reach out to either:

  • The allocated Discipleship Group Leader
  • The Student Dean
  • A member of the College Teaching Staff

For Academic Support please reach out to either:

  • The relevant Tutorial Leader
  • The Student Support Coordinator
  • The Academic Dean

For General / Hillsong Church Pastoral Care, please reach out to:

  • A connect group leader
  • Age Group or Service Pastor
  • A member of the pastoral care team

3.6 Independent Arbitration

If resolution cannot be reached, the student may choose to raise their complaint with an independent arbitration body. Students may pursue independent review at any time.

For international students, the Overseas Students Ombudsman provide complimentary support. Go to https://www.ombudsman.gov.au/complaints/international-student-complaints

For all other students (domestic and online), the National Training Complaints Hotline can be contacted on 13 38 73. This referral service will direct the concern to the most appropriate regulator or authority.

If dissatisfied with the resolution provided by the college, an appeals decision, or the advice provided by an independent agency, the student may escalate the matter to:

Australian Skills Quality Authority (ASQA)
Phone: 1300 701 801
Email: complaintsteam@asqa.gov.au

ESOS Helpline: (02) 6240 5069

Note: This process does not limit a student’s right to take action under Australia’s consumer protection laws.

4.1 Suggestions and Feedback

The College values practical and constructive suggestions for improvement. The following avenues are available to students to provide suggestions and feedback:

5. Document & Version Information

Document Title: Student Feedback, Complaints, and Appeals Policy

Version: 2.0                       

Version Approved: Executive Vice President, Hillsong College

Document Authorised by: Executive Vice President, Hillsong College

Document Maintained by: Executive Dean, Hillsong College

Issue Date: April 2026

Review Date: August 2027

Appendix A: Contact Points and Areas of Support

For all concerns, students are encouraged, in the first instance, to contact a staff member. Appointments can be made via email. Please see below for a list of contact points:

Area of ConcernStaff ResponsibleContact
AcademicTutorial Leader Lecturer Student Affairs Academic DeanVarious Various studentaffairs@hillsong.com julia.cuthbertson@hillsong.com
FinanceDiscipleship Group Leader Finance ManagerVarious collegefinance@hillsong.com
AccommodationAccommodation Coordinatorcollegehousing@hillsong.com
Student Visa MattersAdmissions Teamadmissions@hillsong.com
Student LifeDiscipleship Group Leader Operations Manager (Hills and City) Operations Manager (Online) Operations Manager (Young Leaders Academy)Various collegeoperations.sydney@hillsong.com collegeoperations.online@hillsong.com collegeoperations.yla@hillsong.com
Student SupportStudent Support Hills Student Support Onlinestudentsupporthills@hillsong.com studentsupportonline@hillsong.com
Safe ChurchSafe Church Team (Hillsong Church, Australia)safechurch@hillsong.com
Pastoral CareStudent Dean (College) Pastoral Care Team (Hillsong Church, Australia)angela.bachtle@hillsong.com pastoralcare@hillsong.com
Executive TeamExecutive Dean and General Managerchris.parkes@hillsong.com
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Attendance

As leaders in training, on campus students are expected to be diligent in their attendance at all timetabled classes, practical training sessions, and College activities. Attendance at these is a requirement of the College, and students are expected to attend all sessions for which they are enrolled. For International Students attendance in all classes is required as part of their Student Visa.

Students are not permitted to attend classes for which they are not enrolled.

Absences are allowed for exceptional circumstances such as sickness or trauma.

Class attendance is tracked by the College via electronic scanners.

Attendance is recorded for accredited classes from enrolment day until the end of each semester. This includes Intensive week lectures and activities. It is the student’s responsibility to ensure they scan in using their Student ID card.

Any student that is recorded absent from classes during a week of study will be followed up by their Trainer in their weekly tutorial. The student will be required to provide an explanation of their absence, and potentially agree to modify behaviour if necessary to meet the College’s attendance expectations. The Trainer will make the appropriate comments on the student’s record.

Late enrolments will be noted as non-attendance for classes missed.

Students who believe their attendance has been incorrectly recorded as absent can provide evidence of their attendance through the Missed Class Forms available for each class missed via their Student Portal. Any class that was not attended can be explained but it will not alter the student’s attendance records. Missed Class Forms need to be submitted within 3 weeks of the missed class. After this time has elapsed the forms will be locked and a fee will be charged to unlock them to submit the form.

Students enrolled in an HE subject are required to meet an 85% minimum attendance standard.


If a student’s attendance in an HE subject falls below 85% but is at least 70% of the projected attendance for the subject, the student may be approved (upon request) to continue in the subject with the low projected attendance. Subject Facilitator or Lecturer approval is based on evidence of extenuating circumstances. If a student’s attendance falls below 85% of the projected attendance for the subject during the semester or at the ‘end of semester’, without prior approval, they will be reported to College Registrar. College Registrar will inform the student, in writing, that s/he has failed the subject. For more information about this see, ‘Course Progression Policy’ at: https://www.ac.edu.au/ppm/course-progression-policy/

Online engagement data (rather than ‘attendance’) is monitored by online tutors. The College uses this data to ensure all online students have accessed all essential tutorial content and, course materials. Data assists tutors in monitoring students’ progress through the course accross the semester.

Missed Class Forms

When an on campus class has not been recorded in attendance a Missed Class Form will be generated for each class missed on the Student’s Portal. Each form will need to be submitted online ticking the relevant field of Incorrect Attendance Recorded or Explained Absence and the evidence attached.

Incorrect Attendance Recorded
The student fills out the online form by ticking the Incorrect Attendance box and uploading the evidence that they were in class (evidence examples – notes from class).

Explained Absence
The student fills out the online form by ticking the Explained Absence box and uploads the evidence or reason why they were not in class (examples – Medical Certificate for over 2 consecutive days sick, simple explanation for a day sick, or other reasons). An explained absence will not alter attendance data. This data could assist a student if later they need to reference this sickness for other needs.

Any student who consistently misses classes, and who fails to take the appropriate steps to bring their attendance into line with the College’s expectations, will be placed on an Intervention program, as per the College’s Student Behaviour Policy.

If the student does not comply with the requirements of this program, termination may result (ref: Termination Policy). For international students, this will include reporting to the Department of Immigration and Border Protection (DIBP) via PRISMS by the Administration Dept. Students will be notified in writing by the Registrar prior to this occurring.

Staff in the Administration office are made aware of the reporting requirement to DIBP as part of their induction.

Chapel
Chapel is a vital time full of life and God’s presence where students come together each week, have praise and worship led by the students, prayer and praise reports, and a message from Hillsong staff, guest speakers, or students. In Chapel you will be encouraged, challenged, and given the opportunity to lead others into the presence of God. Chapel attendance is compulsory.

Class Breaks
There will be small breaks between classes. Students are asked not to prolong the break or enter into any activity that may delay the recommencement of classes. NO food or drink is to be consumed during a class, apart from water.

Student ID Cards
Students will be issued at the beginning of each year with a student card. ID cards must be carried with you at all times whilst on the premises and will need to be presented at the library in order to borrow books. If you lose your card, a replacement card can be obtained at College Reception for a small fee.

Practicum Attendance for VET Students

Weekly Practicum attendance is recorded and signed by your Specialist on a weekly basis. Students need to consider both normal class attendance and Practicum attendance as the contributing element to their overall attendance requirements.

In addition, as part of their enrolment into College courses and training for ministry, students are required to fulfill the expectations of leadership in their local church.

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Practicum

Practicum Attendance for VET Students

Weekly Practicum attendance is tracked and signed by your Specialist on a weekly basis.

Changing Churches, Campuses or Ministries

If the need arises for a student to change church campuses or ministries, it is first to be discussed with their Trainer in conjunction with the Practicum Coordinator to obtain approval. Students are asked not to change churches, campuses, or ministries until approval has been given. Please note that if a student changes campuses, consent from the Registrar is also required.

Any student that is recorded absent from classes during a week of study will be followed up by their trainer. The student will be required to provide an explanation of their absence, and agree to modify behaviour as necessary to meet the College’s attendance expectations. The Trainer leader will make the appropriate comments on the student’s record.

Any student who consistently misses classes, and who fails to take the appropriate steps to bring their attendance into line with the College’s expectations, will be placed on a Behavioural Intervention program, as per the College’s Student Behaviour Policy.

If the student does not comply with the requirements of this program, termination may result (ref: Termination of Enrolment Policy). For international students studying in Australia, this will include reporting to Department of Immigration and Border Protection (DIBP) via PRISMS by the Registrar. Students will be notified in writing by the Registrar prior to this occurring.

Weekend Service Ministry Training

As students are in training for church ministry and leadership, and since weekend services are a focal point of church life, attendance and ministry in weekend church services are encouraged as part of your college experience. we also recommend that you volunteer in one service and attend one service if this applicable to your location.

If you are new to Sydney or USA, you are expected to make Hillsong Church your home church.

Whilst fulfilling the first criteria, you also need to serve in two individual services over the weekend. Serving in a leadership role with Youth on a Friday or Wednesday night is acceptable. Weekend services are found on the church website.

If you already attend a local church in the Sydney Metropolitan area or USA we would encourage you to remain and become actively involved in that church.

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Student Portal

The Student Portal is our primary method of communication with you. In it you can find out all information regarding your involvement in College. These include but are not limited to following:

  • student timetable,
  • assessment/subject results,
  • record of all financial statements,
  • access to the library, and
  • many standard request forms for you as the student.

It is integral to familiarise yourself with the information contained in the Student Portal and also how to navigate through it.

How to use the Student Portal

In order to use the Portal for the first time, access it by using either of the addresses below:

https://collegeworx.hillsongcollege.com/

Once there, simply type in your email address, and enter your Portal password. If you have forgotten your password, click the ‘Email Password’ button and a temporary password will be sent to the designated address.

Once logged into the Portal, all navigating options are listed in the tool bar on the left hand side. Highlight the Students option in the toolbar on the left of the screen, and your choices will appear (following are some of those choices available): Accommodation Plans, Assessment Upload, Calendar, Contact Details, Conference Intensives, Course Fee Payment, General Information, Graduation Status, Invoices, Library, Notice Board, Results, Time Table.  

Assessment Upload

The majority of your assessments will be submitted through the Portal, so it is imperative that you know how the process works. Again, start from the Students option on the toolbar, and click on Assessment Upload. You will be given a list of current assessments, BE SURE TO SELECT THE RIGHT ASSESSMENT! Once selected, you can browse and attach the relevant file and click ‘Upload’.

Please be sure to remember that once an assessment is uploaded, uploading a new assessment will replace the previous assessment and there will be no longer be a record of it in the portal. It is your responsibility to maintain proper records of all assessments submitted. We recommend that you keep a copy on your computer and on a USB stick or other data storage device.

Contact Details

This option of the Student menu allows you to make changes to your personal contact information when necessary, (e.g. moving house, new mobile number, etc). Please be sure that your details on the Portal are accurate.

NB: It is a requirement for ALL students on a Student Visa to report any change in contact details to the College within 7 days.

General Information

Most forms that may be necessary throughout semester are located on the Portal for your convenience under ‘General Information’. Forms such as a request for Confirmation of Enrolment (COE) or Complaints and Appeals forms are available for you here.

Timetable

After enrolment, your personal timetable will appear in the ‘Timetable’ option of the toolbar. You will be able to view your own subjects, along with the semester timetable of those subjects. You will also see a list containing the time and date of any classes missed. You will need to speak to your tutorial leader to rectify these absences.

Invoices

All rent and fee payments may be tracked through the ‘Invoices’ option. It shows the invoice number, date of payment and any outstanding fees or rent. Please be sure to monitor your own payment schedule.

Subjects

This option enables you to view class notes, power point slides from lecture, and your results from assessments. Select the appropriate Semester and Subject to view this information.

Once a subject is selected, you can view whether your assessments are Competent (C) or Not Yet Competent (NYC). To view the details and also any comments made by the person marking the assessment select the following:

  1. Select the subject the assessment is under. Click on the Result Sheet for the assessment.
  2. A pdf file will open which clarifies the assessment criteria with a C or an NYC next to each criteria, and then also provides space for comments from the person marking. 
  3. It is important to read through the entire Subject Assessment Detail to determine what portion of your assessment may need to be rectified. If you have any questions about your assessments, or any portions of your assessment, which are not yet competent, please see your tutorial leader.

Challenges with the Portal

If you have any queries or challenges logging onto the Portal, please email your full name, password, and a short description of the problem (and a screen shot where possible) to collegeregistrar@hillsong.com , and one of the team can assist you further.

Password Changes

Once you have logged in, you can change your password to something you will remember easily. To do this click on the ‘Security’ menu button, then select ‘Change Password’ and follow the prompts.

Calendars and Timetables

All calendars and timetables can be found on the Student Portal. Carefully check the appropriate calendar for your academic program.

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Student Behaviour

Students are expected to abide by the Student Code of Conduct, the College’s Attendance and Academic policies, and the guidelines contained in the Student Handbook, during the period of their enrolment at College.

In cases where a student consistently or seriously fails to abide by these behavioural standards, a Behavioural Intervention program will be implemented. This program and its duration will be developed by the student’s tutorial leader, in consultation with the Campus Manager, and a member of the Student Support Office. The program will include one or more of the following, and will be implemented with the student by their tutorial leader:

  • Advising on the appropriateness of their study at the College or in their chosen course
  • Referral to and attendance at counselling sessions with a member of College staff, appropriate church department or a professional counsellor
  • Accountable adherence to the College’s published behavioural requirements
  • Attendance at additional personal development programs (such as Hillsong Life Courses)
  • Establishing appropriate behavioural boundaries to ensure the health, safety or wellbeing of other students, staff members or Church members, or to protect the reputation of Hillsong Church or the College
  • Mentoring or coaching by their tutor or another pastor or church leader
  • Changing tutorials, classes, accommodation or campuses
  • Referral to an external support agency or professional
  • A combination of the above

The Behavioural Intervention program will be documented. Copies will be signed by the student, the tutorial leader, and campus manager. A copy will be given to the student and also placed in the student’s file. By signing the form, the student agrees to abide by the conditions. Failure to comply could lead to the student being withdrawn from College, and international students being reported to DIBP resulting in their visa being cancelled, depending on the outcome of any appeals process.

The program will be reviewed monthly by the tutorial leader unless more frequent review is deemed necessary during the consultation process.

Students whose behaviour is considered to endanger the wellbeing of other students on the campus will be referred to the Principal and may be suspended from study and asked to leave College premises and/or College housing until the matter is resolved. In extreme cases e.g. criminal activity, the Principal may immediately terminate the students’ enrolment without the implementation of an intervention program.

If the student believes that the Behavioural Intervention program is inappropriate or a breach of access and equity, they may appeal the decision within 20 days using the Complaints and Appeals process.

Failure to Comply and Withdrawal from College

When a student fails to meet the requirements of their Behavioural Intervention program, a process to withdraw them from the course will be instituted. This will include, after consultation between their tutorial leader, the Campus Manager, Principal, and the Registrar.

The student will be advised in writing by the Registrar that they are being withdrawn from the course using the standard Notification of Pending Breach letter (International or Domestic students). They will have 20 working days to appeal the decision using the College’s Complaints and Appeals process.

The student will be withdrawn from College immediately in cases where the student:

  • has chosen not to access the Complaints and Appeals processes within the 20 working day period,
  • withdraws from the process, or
  • the process is completed and results in a decision that the student’s appeal was unsuccessful.

For international students studying in Australia, this will include reporting to DIBP via PRISMS by the Admissions Coordinator as soon as possible. This will mean that the international student’s visa will be revoked.

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Library

Library services are available at both City and Hills Campus.

The library lending service is free and available to all students undertaking subjects for credit. The library is there for your benefit so please take care of the books you borrow and return promptly so other students may also benefit from our resources. Library facilities include computers with internet access on the Windows platform equipped with Office products (Word, Excel, etc.). There are also scanners, copiers and printers available for student use (see conditions below).

Please do not ask Library or Reception staff or any other area of the church for your personal stationery needs (pens, highlighters, scissors, notebooks, etc.).

We suggest you purchase a small pencil case from the local supermarket or news agency, at the beginning of the semester and fill it with any stationary you may need such as a stapler, pens, pencils, highlighters, scissors, notebooks, etc.

Food and drinks are not permitted in the Library. Please respect other students’ desire to study in a peaceful and clean environment.

Hours (during the semester)

The library is closed during Chapel, Hillsong Men and Sisterhood, church, and all-campus activities.  Library hours will be posted at the commencement of each semester. Library hours are 9am-5pm, however as we build a volunteer team (which you could be involved in) the hours will expand to include evenings. Summer hours vary depending on need and volunteers available for the Hills Campus. There are no summer hours for the City Campus or Phoenix Campus.

Borrowing

The number of books permitted for borrowing is ten (both campuses): this is displayed in the library borrowing area. Students will receive emails when their books are borrowed, due, and weekly if overdue. The general length of borrowing is two weeks.  For degree students, it is four weeks. Books can be renewed up to 2 times, and renewals must be done before the books are due. Otherwise, students will need to come into the library.

Borrowing Procedures:

  • Students can borrow items only on their own personal student’s card.
  • Reference books (from the shelves marked “Reference” and “Not for Loan”) may NOT be borrowed or taken from the Library.
  • Books awaiting ‘return’ and ‘processing’ may not be removed from work area without permission of Library Desk attendant.
  • No books may be removed from the Library premises without first having been processed by the Librarian/assistant/practicum student/volunteer.
  • Returns:
    • City Campus: Students are required to scan their books back into the library system when they return and then place the books on the return trolley.
    • Hills Campus: Books must be returned to returns box inside the library during library opening hours.  Please do not leave returns on the desk or place on “Re-shelving trolley” this is for books used while in the library only.
    • Phoenix Campus: Students are required to scan their books back into the library system when they return and then place the books on the return trolley.

Fines

Fines apply for overdue books. Fines accrue at the rate of $1.00 per day per item. Once the total amount reaches $30/per resource the existing fine will be changed to a replacement fee if the book is valued above $30. If it is not, the fine will remain as the $30 late fine. If the borrower returns the resource, the replacement fee will be reverted to the $30 late fine. Borrowing will be suspended until overdue items are returned, and fines exceeding $25.00 are paid. All library fines and books must be paid and returned in order for a student to be eligible to graduate.

Lost Books

If loans are not returned within this 30-day working period, the item is considered lost, and the student will be billed for the replacement of the book as well as for fines and processing fees. All lost book costs must be paid before Graduation.

Computers

Every student undertaking studies for credit can gain access to computer facilities/internet in the library. This is completely free of charge.

The College reserves the right to withhold computer use from students who have been deemed to be using the facility in an unhealthy and inappropriate manner.

Keys

Keys for the Mac Lab (TV students only) can be requested from the TV stream
trainers in order to access the Mac Lab for editing.

Printing and Photocopying

All printing and photocopying are free for Hillsong College students undertaking studies for credit. Please be mindful of excess paper usage by printing double
sided when possible and test printing/photocopying large documents.

Scanning documents to send to your email address

Scanning documents to send to your email address on the main library Printer is free for all Hillsong College students undertaking studies for credit.

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Graduation

At the end of each year, the College celebrates graduation at the Graduation Ceremony. Attendance of the Graduation Ceremony, and scheduled rehearsals is expected for all students (graduating and continuing). Furthermore, students are expected not to leave for holidays until after Graduation week has concluded (Refer to the College Calendar). Graduating students must still notify their intent to graduate at the ceremony.

To be eligible to graduate, a student must:

  • complete and pass all the necessary subjects and assessments
  • have satisfactory attendance at College activities
  • pay student fees, rent and library fines in full by the last week of semester
  • return all library books
  • have previously supplied their USI (Unique Student Identifier) number to the Registrar Dept via the student portal (The College will not issue any certificates to students without obtaining a verified USI for the individual according to the requirements set out in the Student Identifiers Act 2014.)

The dress code for the Graduation Ceremony is semi-formal. Students will not be able to participate in the Ceremony if dressed inappropriately. Higher Ed students will be required to wear Regalia and given information about Regalia hire in their invitation to graduate.

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General Information

Change of Contact Details

If you change your address or contact details during the year, you must notify the College office within 7 days by changing your contact details on the Student Portal. This assists us with official correspondence, mail-outs and helps us to keep in touch with you.

International students studying in Australia must note that notifying the College within 7 days of the change of contact details is a requirement set by DIBP. If you fail to notify the College of the change in your contact details, you will be in breach of your visa conditions.

College Housing

For those students who are living in College housing, it is necessary to keep up to date with rental payments. If students do not pay their rent on time, they will be asked to leave college housing or be suspended from college until their rent is paid. 

For all college housing issues and payments, students may contact the accommodations office collegehousinghills@hillsong.com [Hills], collegehousingcity@hillsong.com [City].

Head Students

The Principal of the College appoints Head Students who will hold their position for up to one year. Head students are there to assist and care for other students and should consider themselves a line of communication between staff and the students. They are also to assist with student participation in the special activities of the College. Please feel free to speak with them at any time and they will endeavour to direct you to the appropriate person or department.

Work Health and Safety (WHS)

Hillsong Church and College recognises its moral and legal responsibility to provide a safe and healthy environment for everyone attending or working within our buildings and will endeavour to ensure they do nothing to place themselves or the local community at risk of injury or illness. There is still the need for the staff and students to be aware of their surroundings and generally take care when on the premises. The Occupational Health & Safety Policy is available on myhillsong.com.

Some moving of furniture will be required as a part of the day-to-day operation of the College. Chair trolleys are provided to assist with the removal of chairs. Students should be aware that closed-toed shoes are required when performing any practical ministry activities such as movement of chairs, tables, equipment, and any platform-related ministry.

OH&S Incident/Injury

If an accident occurs on the College or Church premises, the appropriate medical attention must be sought immediately. If needed, the number for the State Emergency Services (police, fire dept. or ambulance) is 000. Once the situation has been dealt with, an “Incident Report” must be completed online at (myhillsong.com)

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Expectation of Students

Dating and Relationships

While attending College, the primary purpose of students should be to successfully prepare for ministry and leadership. This will only be achieved by focusing on this goal. Hence our general preference is that students do not date while studying at College.

While it is possible that some students may find their life partner while at College, dating is not permitted between full-time college students until after the first semester of study. After this time, dating between full-time college students is permissible only with the consent of the Principal or Tutorial Leader. If a relationship between students ends, there is to be a 3-month period before entering a new one.

Any commencement of a relationship between a full-time student and a non-college person, within the year of study, should be prayerfully considered and it is required that students speak to their Tutorial Leader first.

Alcohol

Students must abstain from alcohol for the duration of their studies at Hillsong College.

Smoking

Smoking and or the consumption of any illegal substances is not permitted.

Kitchen Facilities

  • City Campus – The kitchen beside the second auditorium is for student use. Students will be appointed to clean it on a DAILY basis. All other kitchens in the building are for staff use only.
  • Hills Campus – The kitchen outside the library in of the Convention Centre and select kitchenettes in Epicentre are available for student use during class breaks.  It is the student’s responsibility to ensure this is left clean.  All other kitchens in the building are for staff use only.
  • Phoenix Campus – The kitchen on the basement level is available for student use. It is the student’s responsibility to ensure it is left clean. All other kitchenettes on property are for staff use only.

Living Arrangements

Students’ behaviour in their home environment is to reflect the Christian character and philosophy of the College. Any students found to be acting contrary to this will be spoken to per the disciplinary procedures outlined in this handbook.

Marital Status

Any student wishing to change their marital status (engagement, marriage, divorce, separation, etc.) for any reason while enrolled at College, are required to speak to the Principal immediately.

Furthermore, experience has shown us that students who get engaged while at College find it difficult to complete their course. Therefore we require that students wanting to get engaged while enrolled in College must discuss their plans first with the Principal.

Nation Builders

At College, we are fully committed to the Great Commission and working towards its fulfilment. Hillsong Church has a very strong outreach commitment through Hillsong City Care, Teen Challenge, Hillsong TV, and church plants in over 50 countries. The College plays an integral part in Nation Builders giving, and we take a weekly offering towards these programs. As College students, be prepared to sow not only into the outreach endeavours of Hillsong Church but into the very heartbeat of God – “that none should perish.”

Personal Prayer and Devotions

As a student committed to training for ministry, you should establish a daily time of prayer and Bible reading. This is a vital part of your spiritual development and preparation for ministry and should be a time you set apart from the rest of your day, for just you and God. Do not confuse it with times set apart for meetings, study or other church-related activities as these things will not provide the same foundation for your life as your relationship with God.

Pets

No pets are allowed on the College property or in student houses.

Phones

No student is permitted to use an office phone for personal calls.  All mobile phones are to be turned off during all classes.

Practice Facilities

Keyboards, pianos, and drum kits are available for student practice. Rooms can be booked via our College reception at both the Hills and City Campus.

Recording Classes

In general, recording (audio or video) of classes is not permitted. However, under special circumstances, by prior approval from the Principal/lecturer or Tutorial Leader, recording may be permitted, but then only for personal use, and not for distribution to other persons.

Solicitations

Taking up of donations, personal or work-related fund-raising, or selling of merchandise is not permitted in the environment of Hillsong College/Church.

Study and Homework

Every student is expected to study or complete homework regularly. Each subject will have its own recommended reading list that we strongly encourage you to explore and take advantage of. Students are expected to add to their classwork with their extended reading program. Let College be an opportunity to broaden your knowledge and understanding in new and exciting areas. The library staff and trainers are there to assist each student to fulfil this vision and to direct their reading. Internet access is also available for further research.

Visitors

Students wanting friends and relatives to attend a class MUST FIRST obtain permission from the relevant Campus Manager before inviting them to attend a lecture. Once permission is obtained, students are to introduce their guests to lecturers.

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Counselling & Pastoral Care

The College places emphasis on building believers who are mature and effective in every sphere of life. To this end, there are a number of ways that we can help students work through personal issues they may be facing.

If you find that you need pastoral care assistance, counselling or prayer, please follow these avenues:

  • Contact your tutorial leader.
  • Hillsong Church Pastoral team: some of our Hillsong Church Pastoral Care team are also available to see students via appointment or your own pastoral network if you attend another local church. In order to organise an appointment contact the campus Pastoral Care administrator via the local campus Reception area.

If professional counselling services are required, you will be referred to our College counsellors or by the college (or other pastoral staff) to Christian counsellors that partner with Hillsong Church and College.

Students receiving counselling will be required to sign a Consent Form, and all information provided by the student will remain strictly confidential and will not be released to any person outside the College Executive without the student’s written permission (which is NOT given by the signing of the Consent Form).