INTRODUCTION
Pro Leaders Academy Pty Ltd is committed to providing quality training and assessment in accordance with the Standards for Registered Training Organisations (RTOs) 2015 As such, Pro Leaders Academy Pty Ltd is required to have and provide detail of a fair and reasonable refund process.
Purpose
The purpose of this policy is to provide for the appropriate handling of client refunds.
Definitions
The following words and expressions have the following specific meaning/s:
| Term | Definition |
|---|---|
| PLA | Pro Leaders Academy Pty Ltd |
| Assessment | The process of collecting evidence and making judgement on whether competency has been achieved, to confirm that the learner can consistently perform to the standard required, as specified in the relevant training package of VET accredited course. |
| Candidate [Learner / Student] | A person being trained and assessed by the RTO for the purpose of issuing AQF certification documentation. |
| CEO | The Chief Executive Officer listed as the responsible person for the RTO on the National Register and with ASQA. |
| Competency | The consistent application of knowledge and skill to the standard of performance required in the workplace. It embodies the ability to transfer and apply skills and knowledge to new situations and environments. |
| Course Start / Commencement Date | the date you have nominated in your enrolment form as the date you will begin the course. |
| Enrolment Application Date | the date you have purchased the product, either via the website shop or through the date indicated in the paper enrolment form |
| National Register | Means the register maintained by the Australian Government department responsible for VET and referred to section 216 of the National Vocational Education and Training Regulator Act 2011, located at training.gov.au. It is the authoritative source of information on training packages, qualifications, accredited courses, units of competency, skill sets and registered training organisations. |
| RTO | Registered Training Organisation. |
| Standards | The 2015 Standards for Registered Training Organisations (RTOs). |
Related Policies
This Policy is to be read in conjunction with:
- Pro Leaders Academy Pty Ltd Privacy Policy
- Pro Leaders Academy Pty Ltd Records Management Policy
- Pro Leaders Academy Pty Ltd Access & Equity Policy
- Pro Leaders Academy Pty Ltd Continuous Improvement Policy
- Pro Leaders Academy Pty Ltd Legislation Compliance Policy
Related Legislation
This Policy relates to the following Legislation:
- Trade Practices legislation and regulations
- accc.gov.au
- Competition and Consumer Act 2010
- https://www.legislation.gov.au/Details/F2014L01377/
Related SRTO 2015
This Policy relates to the following Standards:
- Clauses 5.1 to 5.3 Informing and protecting student
- Standard 6
- Clause 7.3 Protecting pre-paid fees by students
POLICY STATEMENT
Pro Leaders Academy Pty Ltd is committed to ensuring fair and reasonable refund practices. Pro Leaders Academy Pty Ltd will:
- Implement and maintain a process for fair and reasonable refund of fees paid; and
- Provide refunds for fees and charges paid by individuals / clients, where training and assessment activities have not been delivered.
POLICY PRINCIPLES
General Guidelines
The following are not considered valid reasons for the granting of a refund:
- Failure to attend a scheduled training session
- Non‐completion of assessment activities
- Change of mind about a course
- Other circumstances beyond our control
Underpinning Principles
The following principles underpin this policy.
- Details of Pro Leaders Academy Pty Ltd Refund Policy are to be publicly available on our website.
- Payment of all refunds is made within one week (seven days) of application and approval for refund.
- With regard to all withdrawals, Pro Leaders Academy Pty Ltd will firstly encourage a client to enrol on another course date, prior to processing refund applications.
- Written notification of withdrawal from a training program must be provided by a client to apply for a refund for a course. This may be via letter, email, or the completion of the Refund Form.
- There is no refund applicable where a client has commenced their course/unit.
- There is no refund to participants who do not obtain their qualification after assessment.
- There is no refund for Recognition of Prior Learning assessments after enrolment, where recognition resources and services have been supplied to the client.
- Pro Leaders Academy Pty Ltd does not accept liability for loss or damage suffered in the event of withdrawal from a course by a client.
- Should there be a need for Pro Leaders Academy Pty Ltd to cancel a course, Pro Leaders Academy Pty Ltd provides a full refund to all clients/candidate, In the first instance Pro Leaders Academy Pty Ltd will (where possible) provide an opportunity for the client to attend another scheduled course.
- If Pro Leaders Academy Pty Ltd cancels a course, clients do not have to apply for a refund, Pro Leaders Academy Pty Ltd will process the refunds automatically.
- Refunds for cancellation of enrolments are granted on a sliding scale (See Below).
Short Courses & Skill Sets
Refunds for enrolments in individual classroom-based courses will be calculated in accordance with the following sliding scale.
| Reason for Refund | Notification requirements | Refund |
|---|---|---|
| Client/Candidate withdraws | In writing, Greater than 30 days or more prior to the course commencement | 100% of the course fee (paid by the client) |
| Client/Candidate withdraws | In writing, a refund will be made if cancellation occurs between 30 and 11 working days before course commencement. | 20% of the full course fee (regardless of how much the Client has already paid) |
| Client/Candidate withdraws | In writing, a refund will be made for cancellations up to the day before the course. | 50% of the full course fee (regardless of how much the Client has already paid) |
| Client/Candidate withdraws | No refund will be paid for a cancellation occurring 24 hours or less of the course commences or after the commencement of the course. | Nil Refund |
| Client/Candidate withdrawn from the course by Pro Leaders Academy Pty Ltd | After course commencement, due to inappropriate behaviour. | Nil Refund |
| Course cancelled by Pro Leaders Academy Pty Ltd | Nil. | 100% of the course fee (paid by the client) |
- Even If the client is being invoiced by instalments, they will remain financially obligated to Pro Leaders Academy Pty Ltd for the full course fee unless we decide, in our absolute discretion, to waive any unpaid instalments.
- Where our refund and cancellation arrangements impose undue financial hardship on a client, the client may make a written application for special consideration of their circumstances. Pro Leaders Academy Pty Ltd will consider such applications and may waive the cancellation fees at the sole discretion of the Company Director.
Qualifications / Accredited Courses
Refunds for enrolments on nationally recognised qualifications (workplace based/traineeships) and accredited courses are subject to the following refund formula.
| Reason for Refund | Notification requirements | Refund |
|---|---|---|
| Client/Candidate withdraws | In writing, thirty (30) business days or more prior to the course commencement | 100% of the course fee (paid by the client) |
| Client/Candidate withdraws | In writing, a refund will be made if cancellation occurs between 29 and 10 working days before course commencement. | 50% of the full course fee (regardless of how much the Client has already paid) |
| Client/Candidate withdraws | In writing, a refund will be made for cancellations up to the day before the course. | 25% of the full course fee (regardless of how much the Client has already paid) |
| Client/Candidate withdraws | No refund will be paid for a cancellation occurring on the day the course commences or after the commencement of the course. | Nil Refund |
| Client/Candidate withdrawn from the course by Pro Leaders Academy Pty Ltd | After course commencement, due to inappropriate behaviour | Nil Refund |
| Course cancelled by Pro Leaders Academy Pty Ltd | Nil. | 100% of the course fee (paid by the client) |
- Even If the client is being invoiced by instalments, they will remain financially obligated to Pro Leaders Academy Pty Ltd for the full course fee unless we decide, in our absolute discretion, to waive any unpaid instalments.
- Where our refund and cancellation arrangements impose undue financial hardship on a client, the client may make a written application for special consideration of their circumstances. Pro Leaders Academy Pty Ltd will consider such applications and may waive the cancellation fees at the sole discretion of the Company Director.
RESPONSIBILITIES
The Director of Pro Leaders Academy Pty Ltd is responsible for ensuring compliance with this policy.
The Chief Operating Officer of Pro Leaders Academy Pty Ltd will process refund requests within 1 week from the day of receipt of an approved Refund Form.
ACCESS & EQUITY
The Pro Leaders Academy Pty Ltd Access & Equity Policy applies. (See Access & Equity Policy)
RECORDS MANAGEMENT
All documentation from Refund processes are maintained in accordance with Records Management Policy. (See Records Management Policy)
MONITORING AND IMPROVEMENT
All Refund practices are monitored by the Director of Pro Leaders Academy Pty Ltd and areas for improvement identified and acted upon. (See Continuous Improvement Policy)