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b) The agent will not make any fees-based charge to the student, and will charge the student only for services not directly related to their enrolment with the Organisation. c) The Organisation will make payment to the agent only when the closing date for student withdrawal without financial penalty has passed. The Organisation is very selective in its choice of agents, and the number of appointments made is strictly limited.
If you wish to be considered as a registered agent please make a full submission in writing which includes:
• The history and nature of your agency (brochures or directories would be helpful).
• The credentials and experience of agency staff.
• A listing of other tertiary institutions represented, and the number of students sent annually to those institutions.
• References from institutions that you represent.
• Some comment on the potential for promotion in the market(s) that you work in.
1. General
The intention of the policy is to allow the Organisation to diversify its markets and recruitment methods while at the same time:
• Maintaining our high-end market position.
• Minimising risk to the Organisation's reputation and investment in the market.
• Ensuring a flow of quality applications rather than a large quantity of mediocre or inappropriate applications.
• Giving the Organisation the ability to focus on a manageable number of agents and provide them with quality support.
The Organisation’s use of agents will be selective in terms of:
• location or market.
• number and quality of agents used.
A vetting process will be applied, clear standards set, and regular review undertaken.
2. Agent Selection
The following criteria will be used in selecting agents in a particular market.
a) The agent is established - i.e. has a history of successful operation.
b) Credentials and experience of the agency staff are relevant to educational and career counseling and evaluation of qualifications.
c) Protocols for dealing with students/clients and providers are available for scrutiny, and are in harmony with standards set out in the Maltese Ministry of Education’s Code of Practice.
d) Satisfactory references are obtained directly from reputable providers who have used the agent.
e) Charging regime is explicit, satisfactory in terms of level of fee charged and there is no evidence of “double dipping.”
f) Agency staff are fluent communicators in English as well as the home country language.
g) The agent has the technology to allow satisfactory communication.
h) The agent has knowledge of Malta, the EU and its education system, and/or is actively interested in developing this.
i) In the case of the People’s Republic of China the agent must submit documented evidence of accreditation by the Ministry of Education.
3. Appointment and Review
Once a decision has been reached to appoint an agent an initial agreement will be entered into - normally for a two year period. The agreement will stipulate the conditions of the relationship and will provide for a review after a set period of time - normally immediately prior to the expiry date for the agreement.
The following shall be considered in a review of agent performance.
a) Percentage of enquiries and applications forwarded for students who meet the necessary language and academic requirements.
b) Levels of student satisfaction with the information and services provided by the agent.
c) Level of contact maintained between the Agent and their contact person in the International Office of the Organisation
d) Adequacy and accuracy of the documentation and information provided in support of student applications.
e) Timeliness of documentation and information provided (applications that are filed after deadlines are passed, etc.)
e) Other agreed protocols and quality standards, including relevant elements of the Ministry of Education’s Code of Practice, have been followed and met.
The review will be discussed with the agent and a decision to continue with or withdraw from the agreement will be made at this time.
4. Support for Agents
Commentators stress the importance of providing good information and support to agents if a quality service is to be expected. Support will take the following form.
a) Briefings for new agents to educate them about the Organisation, the courses offered, methods and systems. Ideally this will be done face-to-face, but may in some instances have to be provided by distance methods.
b) Agent's kit: a support kit including relevant publications and videos, course and fees information, living costs and immigration information, contact names and numbers.
c) Regular feedback from the agent’s contact people, with reference to new courses, course outcomes and other relevant information and news.
d) Where possible and appropriate, visits by proven agents to the Organisation to see facilities, and meet staff.
5. Payment for Recruitment: general terms and conditions
a) The exact level of payment will be negotiated with each agent, within parameters agreed to by the Management of the Organisation.
b) The agent will not make any fees-based charge to the student, and will charge the student only for services not directly related to their enrolment with the Organisation.
c) The Organisation will make payment to the agent only when the closing date for student withdrawal without financial penalty has passed.
d) In normal circumstances commission will be paid only to agents with whom the Organisation has a formal agreement for representation.
e) In the case of the People’s Republic of China, the Organisation will sign agreements for formal representation with agencies who have formal accreditation from the Ministry of Education.
f) The Organisation will not pay commission for any student previously studying in an academic programme at a Maltese institution (high school or college, Organisation or polytechnic, University), and whose academic entry is based on completion of a Maltese academic qualification. The exception to this policy is students recruited from English language schools.
Detailed terms and conditions will be negotiated as part of an agreement with each agent.
If you wish to make a submission for representation, please direct your submission to:
Mr. Antonello Cappitta
EIE Institute of Education,
Tal-Balal Road,
San Gwann, Malta
Email:
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