Quick Reference: Escalation Triggers
Print this page and keep it at your desk | Updated: January 2026
⚡ Golden Rule: If you’re asking yourself “Should I escalate?” — the answer is YES.
🚨 IMMEDIATE ESCALATION (Do Now)
| Trigger | Escalate To | Why |
|---|---|---|
| Visa compliance questions “Can I work more hours?” “What if CoE cancelled?” |
Compliance Manager | Department of Home Affairs issue |
| Attendance below 80% No intervention plan in place |
Compliance Manager | Visa condition breach risk |
| Immigration notice received Section 20, visa rejection, etc. |
Compliance Manager | Government action required |
| Unsatisfactory progress Consecutive study periods |
Academic Manager + Compliance | National Code requirement |
| Withdrawal request Within first 6 months of principal course |
Compliance Manager | Release letter required |
| Deferment/Suspension request Any reason |
Compliance Manager | PRISMS notification required |
| Student safety concerns Welfare, health, emergency |
Student Services | Duty of care obligation |
⚠️ ESCALATE SAME DAY (By End of Business)
| Trigger | Escalate To |
|---|---|
| Credit transfer/RPL requests | Academic Manager |
| Course change requests | Academic Manager |
| ANY matter involving students under 18 | Supervisor (will route appropriately) |
| Complaints about courses/staff/services | Supervisor |
| Refund requests | Finance Team |
| Special circumstances (medical, family emergency, hardship) | Student Services |
| Agent commission/partnership questions | Partnerships Team |
⏰ ESCALATE WITHIN 24 HOURS
| Trigger | Escalate To |
|---|---|
| System errors after 2 attempts | Supervisor |
| Situation not covered by any workflow | Supervisor |
| Conflicting information from different sources | Supervisor |
| Document authenticity concerns | Supervisor |
| Payment disputes | Finance Team |
| Anything you’re unsure about! | Supervisor |
✅ HANDLE YOURSELF (Use Templates)
- Standard course information requests
- Application process questions (basics)
- Start date inquiries
- General fee information
- Course duration questions
- Location/campus information
- Document upload requests
- Offer letter generation (when validated)
- Standard enrollment processing
- CoE generation (automated validation pass)
- Address change updates
- Contact detail updates
📞 Contact Directory
Your Supervisor
When unsure where to route
Ext: [Your supervisor’s ext]
💡 Pro Tip: Use the system’s “Escalate Issue” button in student records. It automatically routes to the right person and creates a tracked ticket.
Version 1.0 | January 2026 | For Internal Use Only