Students need to able to make an appropriate choice of course and/or institution.

It is essential that agents keep clear and organised records regarding:

• information provided to students;
• biographical data;
• copies of documents they have submitted as part of applications;
• copies of correspondence with institutions about a particular application;
• relevant student visa documentation.

Agents should continue to maintain contact and help students with relevant issues as they arise.

Students should be made aware of:

• the costs involved in using an agent:
• when and how this money should be paid;
• what is not included within an agents services.

Agents should answer questions from their students within a reasonable time period.

• Sending applications to a range of institutions for an individual student can be what a student requests in order to find out the range of options they have. However, agents need to be aware that submitting an application to an institution that the student has no realistic chance or intention of attending creates unnecessary administrative work for both the institution and the agent.
• Institutions expect their agents to filter applications and do not appreciate the considerable work generated to assess an individual for entry unnecessarily. In practice, many agencies limit students to applying to no more than 3 institutions at a time.
• At times, students may seek to use multiple agencies to apply to as many institutions as possible.

Agents should identify the appropriate individuals to contact in regard to:

• student inquiries;
• applications;
• enrollments;
• recruitment;
• problems that arise.

Agents should consider whether email or other forms of communication are the most appropriate form for any particular situation. An email can provide a clear record of what is being communicated and it's a very popular form of communication. But, in some circumstances it may be necessary to discuss an issue by telephone and then follow up with an email to confirm what has been understood.

Agents should have a clear understanding of the institutions they represent. This includes:

• having a reasonably detailed understanding of the local environment and facilities available to students;
• understanding what a particular course of study involves;
• knowing what employment can be expected following the successful completion of a course.