Quality Assurance & Regulation

Regulations in the International Education sector aim to prescribe conduct, obligations and produce outcomes. Our panel of experts will discuss their effectiveness and impact on quality assurance and innovation in international student experience, consumer protection and market regulation.

Panelists: Ana Bratkovic (NEAS), Danielle Hartridge (ESOS expert and ISANA Life Member), Klara Major (Commonwealth Ombudsman), Sahinde Pala, Director, Student Experience and Global Citizens at Education New Zealand (ENZ)

Panel Biographies:

Ana Bratkovic, General Manager, NEAS

Ana Bratkovic is the General Manager of the Quality Assurance organisation, NEAS. Ana applies her passion for quality and continuous improvement in all aspects of her work as NEAS’ General Manager including compliance auditing, quality assurance processes, assessment validation and workshop delivery.


Klara Major, Commonwealth Ombudsman

Klara Major is the Stakeholder Engagement Officer of the Commonwealth Ombudsman’s Students team, which is responsible for the Overseas Students Ombudsman function.

The Commonwealth Ombudsman:

  • can investigate complaints about problems that intending, current or former overseas students have with private schools, colleges and universities (education providers) in Australia
  • provides information about best practice complaints handling to help private education providers manage internal complaints effectively
  • publishes reports on problems and broader issues in international education that we identify through investigations.

The Ombudsman’s Office has investigated more than 1,000 complaints from international students, giving them a unique insight into the problems that international students can face, and what can be done about them.


Sahine Pala,Director, Student Experience and Global Citizens, Education New Zealand (ENZ)

Sahinde Pala is the Director, Student Experience and Global Citizens at Education New Zealand (ENZ).  During her time with ENZ Sahinde has worked on the development of both the International Student Wellbeing Strategy and the broader International Education Strategy for New Zealand, launched in 2018.  Throughout her time at ENZ she has been actively engaged in pan-sector collaboration – with educational institutions, peak bodies, regional agencies, community groups and student groups, most recently with a focus of embedding and improving student experience and global citizenship outcomes across the sector.  Prior to joining ENZ in 2016 Sahinde worked in a number of roles for a multinational group of English language schools.


ISANA International Education Association is the representative body for professionals in Australia and New Zealand who work in international student services, advocacy, teaching and policy development in international education. For more information, please visit the ISANA website.

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