The new process will see all recruitment agents who are working in partnership with the university required to review and agree to the new rules, and also be required to participate in continual training throughout the duration of their agent agreements.

“As a university, we want to offer our students the best possible experience throughout their entire student journey, and the first point of contact for many international students is their agent,” said David C. Dingwall, president and vice-chancellor, Cape Breton University.

“We have developed this agent code of conduct to serve as part of our growing accountability framework and create a student-focused experience with the highest standard of service and care.”

As a university, we want to offer our students the best possible experience throughout their entire student journey

The code of conduct outlines core values the institution expects agents to withhold, including integrity, objectivity, transparency and professional behaviour.

“In our efforts to diversify CBU’s student population in terms of both student nationality and student enrolment, we have also grown and diversified our agent network,” Joel Inglis, manager of international digital strategy and partnership development at CBU, told The PIE.

“We now work with agents all around the world and in order to ensure that all potential future CBU students all experience the same high level of care and assistance, we have developed the code of conduct and updated agent monitoring and training programs.”

The code of conduct also outlines the ethical practices agents are expected to carry out. This includes supporting students to make informed choices about programs suited to them by making information accessible – including information on English language proficiency, part-time work opportunities and types and cost of accommodation available.

CBU currently has 9,100 students – with more than three-quarters coming from overseas and the majority of international students coming from India. As of 2023, international students bring more than $300 million annual economic impact for the local community.

However, a growth in enrolments has not been without its challenges, including the community – and wider country – battling with a housing shortage. This led to the institution issuing a statement in December 2022 instructing students planning to come to the university in January 2023 to defer if they don’t yet have a place to live.

The year 2023 saw talks begin on the next version of Canada’s international education strategy – set to launch in April 2024 – in which it is expected the role of the agent is to be reviewed.

Meanwhile, agents who do not adhere to the CBU’s code of conduct will face “correction actions”, according to a statement released by the university.

“This code of conduct provides a guide for the expected professional behaviour of individual agents working with international students, parents, providers and fellow agents across the sector,” said Joel Inglis, manager of international digital strategy and partnership development at the university.

“It applies to all third-party agencies and partners who work to recruit students on our behalf.”

Such correction actions will vary based on the severity of the infraction but may include temporary suspension, termination of contract, being required to undertake additional training and/or lowering of application and/or commissionable-student quotas.

“We believe that the process in place for assessing and addressing violations of the code of conduct are fair and reasonable while providing real consequences for actions that do not have the students’ best interest in mind” said Inglis.

In addition to the newly implemented code of conduct, the university has said it will “continue to monitor all agent activities on a regular basis and reserves the right to conduct random audits virtually or during on-site visits”.

Audits carried out will aim to ensure accurate and up-to-date representation of CBU-related information, so that all prospective students are fully informed prior to applying to the university.

In a statement, the university also said it will also remain responsible for investigating any complaints received about agents working on the university’s behalf and will take corrective actions where necessary.