Release request to study in a different state

What happened?

After a student accepted a first-round offer with their higher education provider, they subsequently received a second-round offer with their preferred provider in a different Australian state. The student asked their provider to release them from the accepted offer. They explained that the new offer would allow them to engage with their mentor in their chosen discipline, access specialised courses that were not available with their original provider, and access their existing support network as they completed their tertiary education.

The provider rejected this request as a 'change of mind' The student appealed the decision but was rejected. The student was told they provided insufficient evidence to meet the threshold of compassionate or compelling grounds. The student then approached the NSO for help, explaining that the decision was impacting their mental health as an international student, with the delays impacting timeframes in their student visa application process.

What did we do?

We asked the provider to review its decision. In response, the provider referred again to their policies. Our Office made further inquiries to seek clarification on how the provider had applied its policies and the level of evidence it required to meet the threshold of ‘compassionate or compelling grounds.’ We raised that the provider’s decision appeared inconsistent with its procedure that stated that a student’s release would be supported where it was ‘in the student’s best interests to do so.’

Outcome of our investigation

As a result of our inquiries, the provider reconsidered its decision and:

• overturned its original decision on the basis of compassionate grounds in line with its procedure, releasing the student to enrol with the new provider
• committed to reviewing its transfer procedure to clarify the definitions and criteria included for students.