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Complaints, Concerns & Suggestions

Complaints, Concerns & Suggestions

This is your college and we desire to create an environment in which students flourish and learn to the best of their potential. This means that we are open and committed to receiving and acting upon suggestions, complaints and reports of concerns. We have mechanisms available for each of these.

Reporting a Concern
Sometimes a student may have a serious concern about part of the College or church experience that they wish to be independently and confidentially investigated. We appreciate the need for safety, privacy and effective processes in these matters. Hillsong has several key policies and reporting mechanisms that can be found here.

Complaints and Appeals
For appeals relating to specific assessment results, see the ‘Assessment Appeals’ policy. For all other matters, including discipline, finances, and interpersonal issues, the following steps apply:

  • The student should first discuss the issue with his/her tutorial leader. (Students need to feel free to discuss any issues about any College related matter with their tutorial leaders.)
  • If the issue cannot be resolved informally in these initial discussions, the student should lodge a formal complaint or appeal. This is done by downloading, completing and submitting a Complaints or Appeals form, available on the Student Portal. These forms must be submitted within 20 days of the initial complaint/appeal.
  • Once the student completes the Complaints or Appeals form, they must submit the form to the Campus Manager. The College Executive Team will review the complaint/appeal within 10 working days of receipt of the form and will take all reasonable measures to finalise the process as soon as practicable.
  • As the College Executive Team processes the complaint, the student has the opportunity to formally present their case to the team at no cost to themself.
  • If a student chooses to access the complaints and appeals process, HILC will maintain the student’s enrolment while the complaint/appeal process is ongoing.  To “maintain the student’s enrolment” means that the College does not notify DIBP of any change to the student’s enrolment status through PRISMS.
  • Students are also permitted to bring to any meetings, a person of their choice as moral support.
  • If the College cannot resolve the issues to the satisfaction of all parties, an independent arbitrator will be asked to oversee the case. The College has arrangements in place for independent arbitration. However please note that students have the right to have their complaint/appeal heard by an independent arbitrator at any time.
  • A student can request for an independent arbitrator to be involved. These services are provided by the Overseas Students Ombudsman for international students or the Administrative Appeals Tribunal for domestic students.
  • The cost of having an independent arbitrator involved will be borne mostly by the College. An amount from $0 up to $50 may be passed on to the student. The student will be advised of this prior to any cost being incurred.
  • If the internal or any external complaint/appeal handling process results in a decision that supports the student, HILC must immediately implement any decision and/or corrective and preventative action required and advises the student of the outcome.
  • The outcome will be communicated in writing to the student.
  • If the student is not happy with the outcome they can contact the Australian Skills Quality Authority (ASQA) 1300 701 801 or email on complaintsteam@asqa.gov.au or the Educations Services for Overseas Students Helpline (02) 6240 5069. Alternatively, the Ombudsman’s office in each state can be accessed.

The availability of complaints and appeals processes does not remove the right of the student to take action under Australia’s consumer protection laws.

Suggestions

The College welcomes any practical suggestions or ideas from students that will assist the improvement of the college. If you do have any constructive feedback, please speak with the Head Students, email college@hillsong.com (Hills),  cityadmin.hilc@hillsong.com (City), CollegeUSA@hillsong.com (USA), or make an appointment with a staff member. Appointments can be arranged via email or through the College Office.

Contact Points
All appointments with college staff are usually made via email. Staff members are available to assist students in a variety of areas. Individual email addresses are available in the staff directory at the beginning of this document. Make an appointment with the following:

  • Pastoral, academic, financial and enrolment issues – Tutorial leaders
  • Academic issues – Trainers, Tutorial Leaders
  • Housing issues – Accommodation Co-ordinator
  • Student Visa/International Student issues – International Student Contact Officer

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Student Code of Conduct

One of the College’s most important goals is to facilitate the growth and development of Christian character in line with biblical principles. The College also seeks to build a safe and healthy community that supports and fosters the well-being and growth of each student. Furthermore, the College is a member of its local community and connected to the world at large, seeking to reflect the love and character of God and enact the commission of his church. It is expected, therefore, that College students live in such a manner that brings glory to Christ in their behaviour and attitudes both inside and outside College settings.

Since students are also being trained for Christian ministry, and are engaged in ministry as part of their course, it is expected that they will conduct themselves in a manner consistent with the moral, ethical and behavioural standards expected of Christian leaders and ministers, and the churches in which they are ministering and being trained. With these issues in mind, the College expects students to conduct themselves in a way that reflects the moral and ethical standards generally required of ministers in like-minded churches, and by Australian Christian Churches (Assemblies of God in Australia) in particular, the denomination with which Hillsong is affiliated within Australia.

The College also operates as an accredited educational institution that conducts its training and assessment in line with generally accepted standards of academic quality and integrity. Students are expected to engage in their studies in line with these standards.

Therefore each student is expected to:

  • Adopt attitudes (such as generosity, love, humility, forgiveness, fair-mindedness and inclusivity) and behaviour (such as confidentiality, peacemaking, positivity and encouragement) that promote the unity and health of the College body.
  • Show respect and consideration for other members of the student body and their property.
  • Show respect for staff and faculty and co-operate with the aims, witness, culture and endeavours of the College and Hillsong Church. This includes not engaging in advocacy for positions or causes contrary to those held by the College or Hillsong Church.
  • Attend all prescribed College classes, ministry sessions and activities required by the College program unless formally excused (on a compassionate basis).
  • Engage in honest academic practices as outlined in the Academic Misconduct policy (see Academic Policies and Procedures).
  • Be neat, clean and modestly dressed.
  • Abstain from biblically immoral practices including: drunkenness, illicit drug use, criminal behaviour, stealing, slanderous or profane language, dishonesty, occult practices, sexual sins or any other behaviour that is considered detrimental or contrary to Christian character and witness.
  • Refrain from bringing firearms into Hillsong Church and College facilities and accommodation.
  • Abstain from alcohol and smoking (including vaping) for the duration of studies at College (This applies to all college breaks, including those between finishing one course and commencing another.)
  • Follow the guidelines in the Student Handbook.

Like Christian churches throughout history and across the globe, both Hillsong College and Hillsong Church affirm the biblical understanding of sexuality as a gift from God, expressed through purity in singleness and faithfulness in marriage between a man and a woman. Students are expected to adopt practices and viewpoints that reflect this understanding. (See Hillsong Collected for a statement on these matters).

The College will provide the framework and support needed to facilitate personal growth. If students find that they are genuinely struggling with personal, pastoral, or academic issues we advise they speak to College staff for counsel, support and, where needed, correction to the situation. Behaviour that fails to comply with the Student Code of Conduct may result in disciplinary action (see Student Behaviour and Course Progress Policy). Any behaviour that compromises the welfare of other students will result in immediate termination of enrolment.

Since it reflects the standards expected by churches of those in ministry, behaving and ministering consistently with the Student Code of Conduct is also a requirement for several assessments across the College’s courses. Breaching this Code will result in a student being judged as Not Yet Competent for the relevant subjects/ units/assessments. A student will subsequently need to provide verifiable evidence of meeting the requirements of the Code of Conduct for a reasonable period in order to achieve Competence.

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Access and Equity Policy

Hillsong College is committed to equal opportunity in all areas of its operation. Access to the programs delivered by the College is open to all candidates with a sense of divine calling on their life, regardless of age, gender, race, national background, marital status, pregnancy, socio-economic background, or physical disability.[1]

The College has clear guidelines on the use of non-discriminatory language. Both staff and students are to avoid language in speech and in written communication that discriminates, stereotypes, or denigrates people on the basis of their sex, age, race, marital status, ethnicity, linguistic or religious background.

There is instruction for use of non-discriminatory language within assignments provided in the Assessment Guide of the Student Handbook.

[1] Copies of the NSW Anti-Discrimination Act 1977 are available through NSW legislation

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Record Keeping

Record Keeping

  1. The College keeps accurate and up-to-date records of student information. This includes but is not limited to, personal details, academic progress, reports of interviews, college financial records and welfare reports in either hard copy or electronic format. Staff are informed of record keeping processes during staff induction. Our record keeping is stored electronically within CollegeWorx database & hard-copy in students files in the Registrar’s office.
  2. Student files include any forms, records of interviews or results while at College. This covers hard copies or computerised documentation. Examples include, but are not limited to; Application form, Pastoral reference, Salvation testimony, Academic transcripts, records of interviews, any counselling notes.
  3. Access to these files remain confidential and are accessible by defined personnel according to College procedures and privacy legislation. The only people who have access, on a need to know basis, to student files are college staff. Access to files is limited to staff access areas as required.
  4. The student may give written consent for someone other than the people listed above to have access to their files.
  5. Students are required to put a request in writing using the Application to Access Student file form (which can be found on the Student Portal) in order to be given access to their student file.
  6. Student results are retained for a period of 30 years.
  7. Records of completed student assessments are retained for a period of 6 months from which the competence for the student assessment was made.

Student Access to Records

  1. Students may access their college personal records at any time using the Application to Access Student Records form.
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International Students

  1. The College supplies accurate and current information to enable a person unfamiliar with the Australian education and training system and living conditions to make an informed decision about the appropriateness of the provider and its courses to the student’s needs.
  2. The College has obtained National registration for international students for its courses.
  3. The College will ensure that staff involved with international students are not only suitably qualified but also sensitive to the culture(s) of the students being taught and will provide for training of such staff as appropriate.
  4. The College informs prospective students of the migration regulations governing international student entry to and stay in Australia. The College informs prospective and enrolled students of any changes to student entry visa conditions, as advised by the Department of Immigration and Border Protection (DIBP) or its equivalent. This information includes advice on visa conditions, work rights, course requirements (including enrolment in a full-time course of study, attendance and academic progress matters), and to maintain adequate arrangements for the education of dependants, and to seek the prior approval of DIBP or its equivalent for certain course changes or before commencing or changing courses.
  5. The College supplies support services particularly pertaining to the special needs of international students (practical, social and academic) throughout the enrolment, arrival and integration phases.
  6. The College notifies the relevant Government authority if a student is no longer participating in a course at an institution for which they were enrolled.
  7. Providers will ensure that the recruitment and placement of international students comply with equal opportunity legislation and are consistent with immigration requirements.

Tax File Number (TFN)

To work in Australia you need to apply for a Tax File Number (TFN). If you do not have an Australian TFN already, simply fill out the form “Tax file number application or enquiry” available at enrolment or from the Australian Taxation Office [ph: 13 2861]. You will need to show proof of identity (this is listed on the form).

To apply, you will need your completed tax file number application and proof of identity (ie. passports, birth certificates etc). You may lodge your application as follows;

In-Person:

Parramatta: Commonwealth Offices, 2/12 Macquarie St

(To get to Parramatta, catch the bus to Seven Hills or Blacktown train station and catch the train to Parramatta. It is then a short walk from the station.)

Online:

ato.gov.au

Overseas Student Health Cover

International students* are required to pay for health cover (Overseas Student Health Cover – OSHC) as a part of visa requirements.  This is paid as a part of the initial fee payment to confirm your place in the course, as outlined in your Offer of Place Letter.

Hillsong College partners with NIB to provide students with OSHC.  The College will set up a policy in your name before you arrive, and your NIB Membership Card will be available for your collection within the first two weeks of the semester

For information on coverage provided, please visit www.nib.com.au/oshc.  Please note that all payments need to be made through the College for visa purposes.

* Norwegian, Swedish, and Belgian students may be exempt from OSHC due to a reciprocal arrangement between governments (please ensure that you have written evidence from your own health cover provider to this effect).

Bank Accounts

There are many banks to choose from, and various branches are available within reasonable distances from both the Hills and City campuses. The charges on a bank account can be costly and vary between banks, so find out about these charges before opening an account. It will cost you more if you use an ATM that is not run by your bank (up to $2.00 per transaction). Many banks charge you for taking money out, even from their own machines and tellers. Therefore, try and open a charge-free student account.

To open a bank account, you will need:

  • Passport
  • Commencement letter from college or a valid Student ID card

You must open an account within six weeks of arriving in Australia or else banks will require Australian ID.

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Student Recruitment

  1. Recruitment of students is conducted in an ethical and responsible manner at all times.
  2. Offers of course placements are based on a student’s selection in their application form.
  3. The College ensures that the recruitment and placement of students complies with equal opportunity legislation and is consistent with immigration requirements.
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Financial Standards

  1. There is proper documentation of the contractual and financial relationship between the students and the College. The College makes copies of this documentation available to the student.
  2. The College refund policy allows for return of monies for any agreed services not delivered including instances where the College defaults.
  3. In dealing with fee-paying students, the College will seek to avoid causing financial distress and exploitation.
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Educational Philosophy

Hillsong College (HC) exists to train Christian leaders for ministry in every sphere of the church and community life. The College operates in a symbiotic relationship with Hillsong Church, which provides a wide and diverse number of resources and opportunities for the theoretical and practical aspects of the College’s educational processes.

The College recognises the divine call upon every Christian to servant-leadership, to serve God through Jesus Christ, and to serve one another. Each student is viewed as having inherent value and great potential to impact their sphere of influence. HC is committed to helping students identify their God-given calling and develop the personal talents and leadership skills that will enable them to fulfil their life purpose and ministry. In its broadest sense, ministry consists of service in every area of life including the local church, community, and workplace. However, the College recognises the specialist demands of ordained ministry and trains students for a broad scope of ministry expression, some of which include youth, children, missions, music, TV and media, as well as general church leadership.

Effective ministry flows out of the whole person. Therefore the College adopts a holistic approach to all its educational programs and is deeply committed to developing all areas of the individual. This extends beyond knowledge to skills, values, and attitudes. Training and education pervade all areas including the spiritual, cognitive, affective, relational, and practical domains. Spiritual development remains the highest priority and is an integral component of all courses. The College specifically seeks to instil in students a distinctive approach and philosophy to church life and ministry, reflected in Hillsong Church’s life and ministry, which includes values such as servant-hood, excellence, dedication, and integrity. These things underscore all of the College’s curriculum and culture.

As a Christian College, the Bible forms the core of the curriculum and is the standard for all teaching and praxis. Classes are conducted in a way that stimulates reflection, encourages personal growth, and allows for self-directed study. Students are equipped with a sound knowledge of the Bible, as well as an understanding of the analytical processes for its application to personal growth and ministry. Teaching is always aimed at transformation, with a strong emphasis on the application so that students’ lives display consistency in belief and practice.

The College recognises the different strengths and capacities of students and as such, seeks to provide a range of courses that cater to varying levels of academic ability. The acquisition of skills is an essential part of the College curriculum and subjects typically contain a high skills component. This ensures that students demonstrate competency in the workplace and include leadership, study skills, personal life skills, interpersonal and communication skills. The College employs a variety of teaching approaches with a heavy emphasis on learning through practical experience. Practicum and coaching are integral features of academic programs. Students are able to learn both theory and practice side by side in and through the ministry departments of Hillsong Church or the student’s local Church.

Because of the practical approach to education and emphasis on modelling, care is given to employing leaders and teachers that are proven in their areas of specialisation. The teaching approach of the College is highly relational and the staff are engaged in a significant degree of pastoral involvement with the student body. Students work alongside highly skilled and motivated leaders who impart not only knowledge and expertise, but also ethos and attitude.

The College provides training services to adherents of all church streams but maintains the distinctive emphasis of the Assembly of God denomination (also known as Australian Christian Churches within Australia). While being Protestant in belief, it is referred to as being ‘Pentecostal in application’. The premise for all religious teaching in the course is based on the AOG Articles of Faith. The College also welcomes students from all Christian Church affiliated denominations.