Lesson 6.1: Decision Trees for Common Issues
Duration: 15 minutes | Remove Uncertainty
💡 Key Takeaway: Decision trees eliminate guesswork. Follow the IF-THEN paths for common situations – the system tells you exactly what to do.
🌳 What Are Decision Trees?
Decision trees are IF-THEN flowcharts that show you exactly what to do in common situations. You don’t need to remember every policy or make judgment calls – just follow the tree step by step until you reach an action.
How to Use Them: Read the situation → Find the matching decision tree → Follow the path → Do what the endpoint says (Handle it yourself OR Escalate)
Decision Tree 1: Student Visa Rejected
📧 Student contacts you: “My visa was rejected”
START HERE ↓
STEP 1: Request Evidence
→ Use template: “Visa Rejection – Document Request”
→ Ask student to provide official rejection letter from Department of Home Affairs
STEP 2: Upload Document to Student File
→ Once received, upload rejection letter to “Visa Documents” folder
→ System timestamps and logs the upload automatically
STEP 3: Update Status
→ Change enrollment status to “VISA REFUSED”
→ System automatically cancels CoE in PRISMS
STEP 4: ESCALATE to Finance Team
→ Category: “Visa Refusal Refund”
→ Finance Team assesses refund eligibility per policy (you don’t calculate)
→ They contact student directly about refund process
✓ Complete! You handled documentation and escalated refund decision. Finance Team takes over from here.
Decision Tree 2: Student Wants to Withdraw
📧 Student says: “I want to withdraw from my course”
START HERE ↓
STEP 1: Acknowledge Request
→ Use template: “Withdrawal Request Acknowledgment”
→ “We’ve received your request. Our Compliance Team will contact you within 2 business days.”
STEP 2: Document Reason (If Provided)
→ In student notes: “Student requests withdrawal. Reason: [their reason]”
→ Common reasons: Family emergency, financial hardship, changed plans, health issues
STEP 3: ESCALATE to Compliance Manager IMMEDIATELY
🚨 Why escalate? Withdrawals trigger Department of Home Affairs notification requirements. Compliance Manager must:
- Assess if withdrawal is valid or student needs support
- Determine PRISMS reporting requirements (usually must report within 5 days)
- Approve/process withdrawal and cancel CoE
- Coordinate with Finance for any refund calculation
→ You DO NOT process withdrawals yourself – always escalate
⚠️ Critical: Even if student seems certain about withdrawing, Compliance Manager may identify support options (counseling, deferral, course change) that resolve the issue without withdrawal.
Decision Tree 3: Payment Dispute
📧 Student complains: “I paid but system shows unpaid” OR “This fee is wrong”
START HERE ↓
BRANCH A: “I paid but system shows unpaid”
Step 1: Request Proof
→ “Please send us your payment receipt (bank transfer confirmation, credit card statement, etc.)”
Step 2: Forward to Finance Team
→ Email receipt to [email protected] with subject: “Payment Verification – [Student Name]”
→ Finance Team reconciles payment and updates system (usually within 24 hours)
BRANCH B: “This fee is wrong / too high”
Step 1: Check Offer Letter
→ View student’s offer letter in system
→ Fees should match what’s shown in offer (tuition + materials + OSHC + enrollment fee)
Step 2: IF fees match offer →
Use template: “Fee Breakdown Explanation” (shows itemized costs)
Step 3: IF fees DON’T match offer →
ESCALATE to Finance Team – possible system error or policy change
✓ Remember: You verify and escalate payment issues. Finance Team resolves them. Never adjust fees or promise refunds yourself.
Decision Tree 4: Attendance Issue
🚨 System alert: Student attendance below 80%
START HERE ↓
IF: Yellow Alert (75-79%)
→ YOU HANDLE:
- Send “Attendance Warning” template
- Document contact
- Set 1-week follow-up reminder
- Monitor if attendance improves
IF: Red Alert (Below 80%)
→ ESCALATE IMMEDIATELY to Student Services:
- Send “Attendance Breach – Formal Notice” template to student
- Escalate to Student Services within same day
- Student Services coordinates intervention meeting
- They manage PRISMS reporting if student doesn’t improve
📌 Quick Rule: Yellow = You handle with warning. Red = Escalate immediately. Below 80% is visa breach – always escalate.
Decision Tree 5: Academic Concern
📊 System alert: Student failing assessments OR teacher raises concern
START HERE ↓
IF: First Failed Assessment (Early Alert)
→ YOU HANDLE:
- Send “Academic Support Available” template
- Inform student about tutoring, study groups, teacher consultations
- Document contact and set reminder to check progress
IF: Multiple Failures OR At Risk of Not Completing Course
→ ESCALATE to Academic Manager:
- Academic Manager assesses if student needs formal intervention plan
- May involve counseling, course adjustment, or academic probation
- Academic Manager tracks compliance with National Code (satisfactory course progress requirement)
💡 The Trigger: First failure = supportive contact from you. Pattern of failures = escalate for intervention plan.
Practice: Work Through Each Tree
🎯 Practice Scenarios
Scenario 1: Mixed Issues
Student emails: “I’m struggling with my studies and thinking about quitting. Also, I think you charged me too much.”
Show Solution
Use TWO decision trees:
1. Withdrawal Tree: Acknowledge, document “struggling academically + considering withdrawal”, ESCALATE to Compliance Manager immediately
2. Payment Dispute Tree: Check offer letter fees, send breakdown OR escalate if mismatch
Priority: Escalate withdrawal concern first (urgent), then handle payment query
Scenario 2: Payment + Visa
Student: “My visa was rejected. When do I get my money back?”
Show Solution
Visa Rejection Tree:
1. Request official rejection letter
2. Upload to student file once received
3. Update status to “VISA REFUSED”
4. ESCALATE to Finance Team – they handle refund assessment and contact student about timeline
DO NOT promise refund amount or timeline – Finance Team manages this
Scenario 3: Attendance + Academic
Student has 76% attendance (yellow alert) AND failed 2 assessments this term.
Show Solution
Two parallel actions:
Attendance (Yellow): YOU HANDLE – Send warning template, document, 1-week follow-up
Academic (Multiple failures): ESCALATE to Academic Manager – pattern of failures requires intervention plan
Coordinate: Mention both issues when escalating academic concern – Academic Manager may combine intervention
🎓 Key Takeaways
- Decision trees remove uncertainty – follow the IF-THEN paths step by step
- Visa rejection: Request letter → Upload → Update status → Escalate to Finance
- Withdrawal request: Acknowledge → Document → ALWAYS escalate to Compliance (never process yourself)
- Payment dispute: Verify proof OR check offer letter → Escalate to Finance if needed
- Attendance: Yellow (75-79%) = You handle | Red (<80%) = Escalate immediately
- Academic concern: First failure = Support info | Multiple failures = Escalate to Academic Manager
- Complex situations may require multiple decision trees – address each issue separately
✓ Lesson Complete! Next: When & How to Escalate