As we know, we have many existing applicants contact us wanting a ‘status update’ on an application. Similarly, we receive a lot of emails via the Study@RMIT inbox asking us questions or requesting information that is specific to an individual’s application.
To ensure as best as possible we are speaking to the applicant themselves, we need to use points of verification to confirm the identity of the applicant before we share information that relates to their application.
We have 5 possible ‘forms’ of verification, you need to ensure that the person you are speaking with is able to satisfy at least 3 of them:
- Full Name (as per application/passport)
- Date of Birth (as per application/passport)
- Student ID
- Applicant ID
- Email Address
As long as the applicant has provided at least 3 of these, you can continue with assisting them. If they have provided this in their initial enquiry (e.g. included in their first message in Live Chat), you do not need to ask them for this again.
Things to remember….
- You can always remind applicants of the expected/published TaT for applications
“RMIT will normally advise you on the outcome of your application within 10 business days. If you are applying from Australia, you should be advised within 24 business hours if your application does not require credit and / or selection task assessment.”
- +10 Business Days for Credit assessment and/or Selection Task assessment
If a third-party confirms they are not the applicant your options are:
- The applicant themselves need to complete the Third Party Consent process. This MUST be completed by the applicant (you can send this form to the Third Party, so they can instruct the applicant to complete it).
- Encourage them to ask the applicant to contact us directly themselves. If the applicant is present (i.e. in the same room as them), they can verbally confirm their identity and then pass the phone back to the third party.
- Accept an email from the applicant directly (i.e. with the same email address as the one in the application) confirming they consent to XYZ person speaking to RMIT about their application.
Examples of what can we at Study@RMIT Help with (once verification or consent has been provided)?
- Current ‘status’ of application (i.e. waiting for Admissions to ‘action’ or if more information is needed from the applicant)
- Clarity on what additional documents are required that have been requested from Admissions
- Check to see if their agent has submitted the correct information/documentation
- Communicate ‘outcome’ of application (e.g. Offer/Denial)