📄 IF: Student lacks passport copy

THEN: Use “Document Request – Passport” template

• Send template email requesting clear passport bio page
• Change application status to “On Hold – Awaiting Documents”
• Set reminder for 7 days
• Do NOT proceed with application

📄 IF: Student lacks English test results

THEN: Use “Document Request – English Proficiency” template

• Send template listing acceptable tests (IELTS, PTE, TOEFL)
• Include minimum score requirements for their course
• Change status to “On Hold – Awaiting English Results”
• Set reminder for 14 days

📄 IF: Student lacks academic transcripts

THEN: Use “Document Request – Academic Transcripts” template

• Specify which level needed (high school/diploma/degree)
• Request official transcripts or certified copies
• Change status to “On Hold – Awaiting Transcripts”
• Set reminder for 10 days

📄 IF: Document appears fake or altered

THEN: ESCALATE IMMEDIATELY to supervisor

• Do NOT contact student yourself
• Do NOT proceed with application
• Note specific concerns in escalation
• Attach suspicious document to escalation ticket

👤 IF: Student age is 18 or older

THEN: Process normally

• Continue with standard 7-step process
• No special requirements
• Age field auto-validates green

👤 IF: Student age is under 18

THEN: ESCALATE IMMEDIATELY

• STOP processing immediately
• Escalate to supervisor with subject: “Under 18 – [Student Name]”
• System will trigger CAAW requirements workflow
• Additional documents needed: CAAW, accommodation approval, welfare arrangements
• Supervisor will guide you through special process

👤 IF: Student turns 18 during course but is under 18 at start

THEN: ESCALATE – still requires under-18 process

• Age at course commencement is what matters
• Must follow full under-18 requirements
• Do NOT process as standard adult application

🌏 IF: Student from common source country (China, India, Vietnam, Nepal, Philippines, Thailand, Indonesia)

THEN: Process normally

• Standard document requirements apply
• System has templates for these countries
• Continue with normal workflow

🌏 IF: Student from English-speaking country (UK, USA, Canada, NZ, Ireland)

THEN: Process with English exemption

• Select “English-speaking country exemption” in system
• No IELTS/PTE required
• System auto-validates English requirement as “Met – Exemption”
• Continue with standard process

🌏 IF: Student from unfamiliar country or unusual combination

THEN: Check with supervisor before proceeding

• E.g., Student from Country X with qualification from Country Y
• Quick check: “Do we normally accept this qualification?”
• Supervisor will confirm or provide guidance
• Don’t reject without checking first

🌏 IF: Student from sanctioned country or high-risk location

THEN: ESCALATE to Compliance Manager

• System will flag automatically with orange alert
• Do NOT proceed without compliance clearance
• Special verification may be required
• Compliance Manager handles all sanctions-related matters

⚠️ IF: English score too low (e.g., IELTS 5.0 but course requires 6.0)

THEN: Offer pathway option

• Use “Pathway Recommendation” template
• Suggest English course to reach required level
• System will calculate English course duration needed
• Generate packaged offer: English course + Main course

⚠️ IF: Age too young for course (e.g., 16 year old applying for adult course)

THEN: ESCALATE + use rejection template

• Escalate for compliance review
• If confirmed ineligible, use “Application Unsuccessful – Age” template
• Suggest they reapply when they meet age requirement

⚠️ IF: Validation shows “Yellow Warning – Previous Australian Study”

THEN: Review previous study details

• Click “View Details” to see previous course info
• If completed successfully: Click “Acknowledge” and proceed
• If shows visa issues/cancellations: ESCALATE to Compliance
• System pulls data from PRISMS automatically

⚠️ IF: Red error “Name mismatch – Passport vs Application”

THEN: Correct the data entry

• Go back to student details
• Re-enter name EXACTLY as on passport
• Double-check spelling and order (Given names, Surname)
• Click “Revalidate”
• Should clear to green

📝 IF: Student requests credit transfer or RPL (Recognition of Prior Learning)

THEN: ESCALATE to Academic Manager

• Do NOT make any promises about credit
• Use “Credit Transfer – Escalation Required” template
• Academic Manager assesses eligibility
• Only they can approve/calculate credit

📝 IF: Student asks to start on non-standard date

THEN: Check course calendar, then respond

• Navigate to Courses → Course Calendar
• Check if requested date is a valid intake
• If YES: Change start date in application, proceed
• If NO: Use “Alternative Start Date” template suggesting nearest intake
• If student insists on invalid date: ESCALATE to Academic Manager

📝 IF: Student requests payment plan or fee waiver

THEN: ESCALATE to Finance Team

• Do NOT offer payment plans yourself
• Do NOT discount fees
• Use “Payment Plan Request” template
• Finance Team assesses and approves all payment arrangements

📝 IF: Agent asks about commission or partnership terms

THEN: ESCALATE to Partnerships Team

• You don’t handle agent commercial arrangements
• Route to partnerships@[institution].edu.au
• Use “Agent Commercial Inquiry” escalation category
• Partnerships Team manages all agent agreements

Scenario 1:

Li Chen’s application shows IELTS 5.5 but the Diploma requires 6.0. Validation fails.

Scenario 2:

Application from Sarah Thompson (UK passport). No IELTS provided.

Scenario 3:

Application from Ahmed (age 17, turns 18 in 6 months). Applying for Certificate IV.

Scenario 4:

Student submits application with degree from Uzbekistan. You’ve never seen this before.

Scenario 5:

Student emails asking if their work experience as a chef can count as credit toward Hospitality Diploma.