010-PP-MGS Agent Selection and Appointment Procedure
1.0
Purpose
1.1
2.0
Responsibility
2.1
3.0
4.0
The purpose of this policy and procedure is to define the requirements for, and the system
used, to select agents to represent Macquarie Grammar School Ltd (MGS) to ensure
compliance with the principles of the National Code Standard 4
The Marketing Manager is responsible for the implementation of this policy/procedure and to
ensure that staff members are aware of its application and that staff implement its
requirements.
Requirements
3.1
A written agreement must be in place for any agent who recruits students on behalf of the
school (MGS)
3.2
MGS will:
3.2.1
ensure that agents are provided with accurate and up-to-date information (Std 4.2)
3.2.2
monitor agents and terminate agreements where the education agent is reasonably
suspected of breaching 4.3 of the National Code
3.2.3
ensure that records pertaining to agent recruitment, monitoring and appraisal are
managed with accuracy and integrity
3.2.4
not accept students from agents who they believe engage in dishonest, false or
misleading recruitment practices or will facilitate the enrolment of students who do not
comply with their visa regulations
3.2.5
monitor agents on a regular basis to ensure that any agents who display unprofessional
or unethical behaviour have their agreements terminated.
Agent Selection procedure:
On receiving an expression of interest from a prospective agency, the Marketing Manager will:
4.1
Email a 246-FM-MGS Agency Representative Application to the applicant
4.2
Review the returned 246-FM-MGS Agency Representative Application with the Principal
and other team members as appropriate in terms of:
4.2.1
Recruitment potential of the agent
4.2.2
Number and quality of current agents in the region
4.2.3
Effect on current relationships
4.2.4
Qualifications and experience of the agent (PIER Course completion; ISANA tutorial
completion)
4.2.5
Growth potential of the market.
4.3
Forward the 245-FM-MGS Referee Verification Form to at least two (2) referees listed on
the application form in the case where the application is viewed favourably by the IR team
4.4
Review the completed 245-FM-MGS Referee Verification Form
4.5
Make a recommendation to the Principal regarding the preferred decision in the recruitment
of the applicant
4.6
Contact the applicant in writing, to confirm the outcome of the application
4.7
Send the applicant a signed copy of the 314-FM-MGS Agent Agreement
__________________________________________________________________________________________________________________
Version 2: 14/06/2013
Document owner: Marketing Manager
Authorised by: Principal
This document is uncontrolled when printed. The current version of this document is kept on the MGS QMS.
Page 1 of 3
4.8
The Marketing Manager will update the Agent List and upload it to MGS’s website.
The Agent will:
4.9
Sign the copy of the 314-FM-MGS Agent Agreement, and return to the Marketing Manager
The Marketing Manager will:
4.10 Scan the returned hard copy of 314-FM-MGS Agent Agreement and file the hard copy in a
secure location.
4.11 Issue a 315-CT-MGS Agent Certificate to the successful applicant.
5.0
Provision of marketing material to Agents procedure
The Marketing Manager will:
5.1
Develop or receive from other team members materials required by agents for the purposes
of marketing MGS courses and activities
5.2
Review these material in accordance with the 015-PP-MGS Marketing Material &
Advertising Policy
5.3
Develop a package of marketing materials appropriate to the need of each agent
5.4
Seek confirmation of the suitability of the marketing materials for the Marketing Manager and
other team members as appropriate
5.5
Distribute the package of marketing material to agents
5.6
Confirm with each agent:
5.6.1
the receipt of the most current marketing material
5.6.2
their awareness and understanding the materials received
5.6.3
any amendments to agent contact details (in the case where the communication has
failed).
5.7
6.0
Coordinate further follow up communication with agents through newsletter updates, phone
contact, email and/or visits, to offer assistance and advice, to ensure the correct marketing
material is being used and to discuss the ways in which the agent is marketing the courses.
Procedure for the ongoing monitoring of Agents
The Marketing Manager will:
7.0
6.1
Review student feedback relating to agents service delivery contained on 238-FM-MGS
Registration Enrolment Form completed during each MGS Orientation program
6.2
Log any complaints made by students, staff, parents or other personnel using the 377-FMMGS Complaint/Grievance Form and give this form to the Marketing Manager
6.3
Complete an 383-FM-MGS Agent Monitoring Form on a quarterly basis regarding the
performance of each agent during the quarterly period
6.4
Liaise with the Admissions Manager, or other administration staff, regarding any incident
where student application information provided by an Agent may appear to be falsified,
incomplete or of inferior quality
6.5
Directly contact each agent in person or by telephone to discuss areas for improvement
based on the results of the 383-FM-MGS Agent Monitoring Form, 238-FM-MGS
Registration Enrolment Form, student complaints, discussion with the Admissions
Manager or other information sources
6.6
Follow up on any outstanding items will be followed up resulting from the monitoring process
6.7
Submit the completed 383-FM-MGS Agent Monitoring Form to the Marketing Manager for
sign-off and subsequent filing.
Annual performance review of Agents
The Marketing Manager will review the performance of each agent based on:
__________________________________________________________________________________________________________________
Version 2: 14/06/2013
Document owner: Marketing Manager
Authorised by: Principal
This document is uncontrolled when printed. The current version of this document is kept on the MGS QMS.
Page 2 of 3
8.0
7.1
student enrolments made by the agent over the last financial year. [The commission rate
that the agent will receive for the year will be recorded in Schedule 1, Item 3 of the 314-FMMGS Agent Agreement that is kept in the agent’s file]
7.2
the outcome of the Agent Monitoring process; and
7.3
review and update the list of Agents, annually, prior to uploading the list on the School’s
website.
Definitions
8.1
9.0
Agent: An external company or organisation that recruits students to study at MGS
Associated Documents
9.1
246-FM-MGS Agency Representative Application
9.2
245-FM-MGS Referee Verification Form
9.3
383-FM-MGS Agent Monitoring Form
9.4
315-CT-MGS Agency Certificate
9.5
314-FM-MGS Agent Agreement
10.0 References
10.1 National Code Standard 4: Education Agents.
11.0 Revision History
Rev.
1.
2.
3.
Date
25/02/2009
20/07/2010
13/02/2012
4.
5.
6.
05/06/2013
14/06/2013
12/09/2013
Description of modifications
Original policy
Inclusion of reference to relevant forms that support Agent management
Inclusion of NVR standards requirements; review of the Agent monitoring and evaluation
procedures
Update the changes in related documents’ number
Inclusion of 4.8: Marketing Manager will update the Agent List and upload to MGS website.
Inclusion of 7.3
__________________________________________________________________________________________________________________
Version 2: 14/06/2013
Document owner: Marketing Manager
Authorised by: Principal
This document is uncontrolled when printed. The current version of this document is kept on the MGS QMS.
Page 3 of 3