The Student Support Services team provide support to students for non-academic related queries. This support is relating to enrolment and orientation, study breaks, course progression, document requests and complaints and appeal support.
The Student Support Services team can be contacted via [email protected], Student Portal, onsite or via phone at +61 (2) 9283 3583.

• Enrolment & Orientation

  Enrolments are open for three weeks each trimester. During this time, KOI Student Services staff are available to help both new and returning students with their enrolment requirements.
  
  New students must attend KOI during this period. Returning students will be contacted in the weeks leading up to and during enrolment windows to ensure they are reminded and provided support with enrolments. All students are welcome to visit the campus for support with general enquiries, I.T, finances, and study load.
  
  Orientation sessions for both undergraduate and postgraduate students take place the week before each trimester starts. These sessions are essential as they provide valuable information to help new students succeed at KOI. Students will also hear from the Student Support, Engagement, and Counselling Services teams.

• Trimester Break or Deferment

  We understand that circumstances may arise where students may need to take a break from studies or delay commencement. Students have the option to defer commencement or apply for a trimester break (Leave of Absence) between trimesters. KOI must review and approve all requests.
  
  To request a Leave of Absence, students can complete out a “Leave of Absence Form” via the Student Portal. Requests for Deferred Entry must be made in writing accompanied by reasons and supporting documentary evidence.
  
  We encourage all students to visit the KOI office and speak to a Student Services team member to assist with Leave of Absence or deferral requests.

• Study load / subject selection

  As returning students are looking to enrol into their next trimester, they may decide to take on a higher workload (over enrolment) or drop some subjects to reduce their workload (under enrolment). Depending on various factors including previous course progression, visa periods and restrictions, KOI may consider allowing students to over or under enrol within their next trimester. Students can request this with Student Support Services on campus, phone, email or via the Student Portal.

• Course Progression & Intervention Processes

  At KOI, we value success and progression in your studies. It is important for you to maintain satisfactory course progress in order to successfully complete your course and obtain the qualification. In order to support course progression, KOI has intervention strategies to identify students at academic risk ie. Monitoring Academic Progress (MAP), in order to identify students who need more support and provide appropriate support and guidance. This is outlined in KOI’s Course Progress and Intervention Policy.
  
  Students who are not making satisfactory progress are identified at the end of each trimester based on their results and enrolled in the learning support program. Students will be required to attend interviews with a Student Services team member.

• Document Requests

  Both current students and alumni may request different types of documentation from KOI. These services can be requested via the website or email.
  
  These may include:
  
  – Completion Letter
  – Official Interim transcript
  – Completion transcript
  – Confirmation of enrolment status
  – Confirmation of approved break in studies – for an employer or overseas travel,
  – Graduation Invitation (for Graduates only)
  – Not-In Session Letter (KOI Vacations)
  – Replacement documents (any document provided by KOI).
  
  Please note that some Document Requests incur a fee, as outlined in KOI’s Fee Policy.

KOI have a range of counselling, wellbeing and engagement services available to students on campus. Support and advice services are available for free through the KOI Student Services or Counselling staff for any student with a disability, students who are experiencing family and domestic violence, sexual assault/harassment or discrimination and bullying. All KOI staff take confidentiality seriously. We do not share any information about students without permission, or students pose a risk to themselves or others.

• Counselling Services

  Qualified Counsellors assist students with support in addressing a wide range of personal, academic, social, and psychological issues that may impact on a student’s wellbeing. The Counselling Services team provides support in the follow areas:
  
  • Support and transition to Higher Education studies
  • Motivational support
  • Personal skills development
  • Anxiety, stress and management
  • Exam stress management and time management
  • Lifestyle and study balance
  
  Counsellors provide individual students and student group interventions and liaison with staff and external agencies. These services include support to students identified as being at risk of not meeting satisfactory course progression requirements and requiring additional student counselling support, referred by the Student Support Services team.
  
  Students can book a session with the Counselling team by writing to [email protected] or phone +61 (2) 9283 3583 (ext:2400). Students can also visit a KOI office and staff will make a referral to the Counselling Services team.

• KOI Student Society (KOISS)

  At KOI there are a range of activities and experiences that students can join to promote connections and relationships with fellow students.
  
  KOI Student Society (KOISS) is an independent student society which promotes student wellbeing, enhanced student experience by representing the student body about concerns and issues, and enhancing overall student experience for e.g., extracurricular activities. The student society is formed as per the provisions in the KOI Student Society Constitution.
  
  For more information about KOI Student Society, please visit https://koi.edu.au/koi-student-society/ or to contact the KOISS team you can email [email protected].
  
  To contact the KOI Student Engagement staff directly, you can email [email protected].

• Internship Program

  KOI provides a subsidised professional internship program via a financial scholarship. Students are offered an opportunity to gain professional work experience aligned to their studies and gain a competitive edge in today’s job market with a fully customised internship. Further details are available under Professional Internship Program at KOI Website.

• Support for family & domestic violence and sexual harm

  KOI is committed to promoting the health and safety of all students and ensuring that all students are safe and free from any form of abuse, violence, or sexual assault/harassment. We recognise that students may be affected by domestic violence, sexual assault, or harassment, and acknowledge that the impact of such experiences extends beyond private life, potentially affecting the study environment as well.
  
  KOI has strict policies and procedures in place to minimise risks and to handle all requests for assistance related to violence or abuse in a confidential and appropriate manner. Additionally, students are required to complete mandatory training as part of the Consent Matters program via Moodle at least once every three years.
  
  For further information, please refer to the KOI Family and Domestic Violence Victim Support Policy (Students) and Prevention and Resolution of Sexual Assault and Sexual Harassment Policy. Students are always welcome to speak to KOI staff for free support, advice and to find out about your reporting options. All student information and circumstances will remain private and confidential.

• Disability services

  KOI is committed to maintaining the highest standards of academic integrity in its courses and ensuring that students with disabilities receive appropriate and reasonable adjustments to access and participate in all educational classes and written materials on an equal basis with other students. KOI encourages students to disclose any neurodivergent, physical, or mental health conditions that may impact their studies. We will work with students to assess whether any adjustments, services, or recommendations are needed to support their academic needs. KOI acknowledges that information about a person’s disability or health status is private and confidential. For more information, please see the Fairness and Equal Opportunity Policy.

• Bullying, Discrimination & Harassment

  Bullying, discrimination, and harassment are not tolerated at KOI. Students are welcome to see any KOI staff member for assistance and support. Appropriate and confidential action will be taken for students who request assistance. Please see the Prevention and Resolution of Bullying, Discrimination and Harassment Policy for further information.

At KOI, there is an academic support team and learning facilities and tools to assist students with their academic concerns, progress, and learning support.

• Academic Integrity & Support

  KOI encourages all students to seek academic support and maintain academic integrity throughout their studies. Academic support and advice are available to students throughout each trimester including the examination weeks. Subject Coordinators are available for consultation outside scheduled class times for at least one hour a week during the trimester to assist students with any problems may be encountering.
  Students may contact academic staff online outside scheduled consultation times, where appropriate. Contact details for staff via email or Moodle are provided on subject outlines. The Head of Programs are also available to students if they need advice about their studies and KOI procedures.
  To support students with maintaining Academic Integrity, the Academic Integrity Module (AIM) is a mandatory program for all students at the start of their first trimester. This is designed to teach students to protect their work and say NO to Plagiarism, Cheating and Contract Cheating.
  To contact the Academic Services team, please email [email protected].

• Students Helping Students (SHS)

  The Students Helping Students Program offers students a supportive and encouraging space to kick start their journey at KOI. The program is open to all students and introduces international students to a more experienced student called a Peer Mentor who can help make the transition to KOI easier.
  Peer Mentors are experienced and friendly international students who are available to answer questions about learning at KOI and/or living in Australia.
  The KOI Peer Mentoring will help you:-
  • set and achieve goals
  • meet peers and build networks
  • gain valuable insights about student life and learning at KOI
  • empowering you to succeed academically and socially.
  To register, please email [email protected]

• Learning Skills Support (LSC)

  The Learning Skills Centre provides academic and English language support and is available to all students free of charge. Workshops and drop-in sessions are held over several sessions per week at varied times of the day by specialist teachers in literacy and numeracy. The schedule is published on KOI’s Learning Management System (Moodle).
  The Learning Skills Centre (LSC) at KOI is designed to assist students in developing essential academic skills in literacy, numeracy and IT. This program enables students to succeed with a greater chance in achieving academic success for any discipline. For more details visit KOI’s Learning Skills Centre fact sheet.

• Personalised Language and Academic Skills Support (PLASS)

  PLASS (Personalised Language and Academic Skills Support) provides students with personalised 20- minute sessions with a tutor, including support for dealing with upcoming assessments. The available timeslots are published on KOI’s Learning Management System (Moodle) to allow students to choose their preferred time from the options available. Students can contact [email protected] for any enquiries.

• Library and Moodle

  KOI’s Library and Information Centre is accessible via the KOI website. Students can also visit the KOI Kent Street campus for the library facility to borrow books, use learning equipment and computers and have a quiet space to study. Students can contact Library services via [email protected].
  Moodle is the Learning Management System that hosts subject learning and online learning modules i.e. Moodle. All online learning facilities are on Moodle accessible via KOI’s website. This includes the LSC and Consent Matters courses. E-Learning Support is available for students in the Kent Street campus library and O’Connell Street campus library.

• Support Package & Extensions

  Students who experience difficulty paying their full tuition fees by the due date may be granted permission to pay their fees by instalments. This is subject to a written application and only granted in circumstances that are accepted by KOI as compassionate and compelling (special circumstances). Additional fees and conditions may be applied. Students in this situation should speak to a Finance and Accounts Officer for more information or email [email protected].
  
  Students who are on an approved instalment package can also request further support and extension of payment periods via the Student Portal.

• Internal Process

  KOI seeks to provide a fair, equitable and productive learning and working environment. Students have the right to raise complaints or appeal a decision made by KOI in good faith without fear of retaliation or victimisation. We encourage students to first meet with KOI staff to express any complaints or appeal internally first.
  The internal complaints and appeals process first begins with an informal process where students are encouraged to approach and verbally discuss their concern/s. If the informal process does not satisfy the student, they may lodge a formal appeal in writing providing any documentary evidence available. KOI’s full complaints and appeals process is outlined under KOI’s Student Complaints and Appeals Policy.
  

  Academic Complaints/Appeals
  
  Students may chose to complain or appeal against academic decisions, assessment marks or subject grades, or academic misconduct/ breach of academic integrity rulings. All cases are governed by the Student Academic Integrity Policy and are recorded in the Student Complaints and Appeals Register (Academic). All academic complaints and appeals are governed by the Assessment and Assessment Appeal Policy. Formal complaints and appeals can be lodged via the Student Portal.
  

  Non-academic Complaints/Appeals
  
  Students may chose to complain or appeal against non-academic decisions relating to enrolment decisions, study break requests, payment/finance decisions, course change decisions, or any general concern or complaint from the student support and study experience. We encourage students to first speak with a KOI Student Services team member first to express any concern or appeal. Should students wish to lodge a formal complaint and appeal, KOI staff can assist students on where to begin this process via the Student Portal.

• External Process

  If students are not satisfied with the outcome of the internal KOI procedure, they can request that the matter is dealt with through an external dispute resolution process. External agencies normally only act if all the internal processes have been completed. In most cases, the purpose of the external appeals process is to consider whether KOI has followed its policies and procedures, rather than decide in place of KOI.

  International students can explore appeal and complaints via two main free avenues:

  a) Commonwealth Ombudsman (Overseas Student Ombudsman) – investigates complaints about problems that overseas students have with private education and training in Australia. www.ombudsman.gov.au 1300 395 775
  b) National Student Ombudsman (NSO) – considers whether the decisions or actions of higher education providers were unreasonable or unfair and make recommendations to improve the student experience.
  www.nso.gov.au 1300 362 072

To make an appointment for any Support for Student services, phone +61 2 9283 3583, or visit us at reception.
Please visit our list of emergency and support information if you require external support services.
For a list of KOI’s email and contact information, please refer to KOI’s Student Support Services Directory & Email Directory list.
For KOI emergency after hours for matters that may be critical, please contact us on 1800 313 153 OR 1800 313 155.

For further details and outlines of KOI Policies and Procedures relating to Student Support Services, please visit:
- Support for Students Policy
- Student Handbook
- KOI Full list of Policies and Forms