Fees and Refunds Policy

Purpose

The purpose of this policy is to outline Domestic Violence Resource Centre Victoria Inc (DVRCV)’s approach to managing fees and refunds and to demonstrate how fees paid in advance are protected by DVRCV.

This policy contributes to DVRCV’s compliance with the requirements of its registration as a training provider including Condition 5 of the AQTF.

Definitions

AQTF means the AQTF Essential Standards of Continuing Registration 2010

VRQA means Victorian Registration & Qualifications Authority, the state VET regulator and Domestic Violence Resource Centre Victoria Inc’s registering body

Fee Payer means the nominated payer of a participants course fees, usually either the participant or the employer paying on behalf of the participant

Condition means a Condition of Registration as contained within the AQTF Essential Standards of Continuing Registration 2010

Policy

  1. Information about fees and charges
    • DVRCV protects the fees that are paid in advance by participants.
      DVRCV does not require a participant to ever pay more than $1,000 in advance for services not yet provided, either prior to course commencement or at any stage during their course
    • Fee information relevant to a course is outlined in detail on the Participant Agreement and summarised on the Course Outline as well as the RTO’s website. In compliance with Condition of Registration 5 of the the AQTF Essential Standards of Continuing Registration 2010, detailed fee information is provided prior to enrolment or commencement of training, whichever is first.
    • Fee information includes:
      • The total amount of all fees including course fees, administration fees, materials fees and any other charges
      • Payment terms, including the timing and amount of fees to be paid and any non-refundable enrolment deposit to cover the administration involved in assessing an application for enrolment.
      • The nature of the guarantee given by the RTO to complete the training and/or assessment once the participant has commenced study in their chosen qualification or course
      • The fees and charges for additional services, including such items as issuance of a replacement qualification testamur and the options available to participants who are deemed not yet competent on completion of training and assessment, and
      • This Fees and Refunds Policy
    • The Participant Agreement and the Participant Induction Booklet which are provided prior to enrolment, includes this Fees and Refunds Policy and informs the participant of their consumer rights. Participants are asked to sign the Participant Agreement in acknowledgement of the terms and conditions of the enrolment and this policy.
    • DVRCV cannot guarantee that participants will successfully complete the course in which they enrol regardless of whether all fees due have been paid.
  2. Course fee inclusions
    • Course fees include:
      • All of the training and assessment as well as educational support services required for participants to achieve the qualification or course in which they are enrolling within the attempts allowed. Where a participant fails to achieve a satisfactory outcome after three attempts at an assessment task, the participant will need to engage in further training which may incur a fee.
      • Learning materials for each participant are emailed to the participant as a soft copy and students are required to print a hard copy if they require one.
      • Issuance of one Statement of Attainment (certificate) or a Certificate of Participation (in the case of withdrawal or partial completion).
    • Course and tuition fees do not include:
      • Any optional textbooks and materials that may be recommended but not required to complete a course.
      • Replacement training material supplied to the participant if the training material is misplaced.
      • Stationery such as paper and pens or other personal use items such as computers or internet access that may be required to complete homework tasks.
      • Printing costs (if required)
      • Re-issuance of AQF certification documents. Re-issuance or additional copies of these documents will attract a fee of $30 per document plus the cost of postage if required.
      • Credit card surcharges. All credit card payments made via eWay are charged an eWay fee of 1.5% + 25c per transaction for both domestic and international cards.
      • Fees associated with Recognition of Prior Learning (RPL). This is calculated on an hourly base rate of $80 per hour. The total amount is determined by individual participant evidence provided.
  3. Payments
    • Payments can be accepted by eWAY, or invoice which allows for payment by electronic transfer and credit card.
    • Participants who are experiencing difficulty in paying their fees are invited to call our office to make alternative arrangements for payment during their period of difficulty.
    • Participant may be refused future enrolment into additional training with DVRCV where fees are more than 90 days past due. If DVRCV hasn’t received payment for training, a competent participant will not be issued a Statement of Attainment. This will be stored until payment is received.
    • DVRCV reserves the right to suspend the provision of training and/or other services until fees are brought up to date. Participants with long term outstanding accounts may be withdrawn from their course if payments have not been received and no alternative arrangements for payment have been made.
  4. Refunds for Full Fee paying participants
    • Cooling-off periods do not apply to course fees as DVRCV does not use direct approach marketing such as tele-marketing or door-to-door sales.
    • All course fees for fee-for-service participants include a deposit which is detailed on the Course Outline and Participant Agreement. The deposit is non-refundable, except in the circumstances detailed below.
      • A full refund of any fees paid (including the deposit) will apply if DVRCV is required to cancel a course before it commences due to insufficient numbers or for other unforeseen circumstances.
      • A full refund of any fees paid (including deposit) will apply if the participant cancels more than two weeks before training commences.
    • In the unlikely event that DVRCV or any third parties responsible for delivering training and assessment on its behalf, is unable to deliver the course or any portion of the course as promised, the participant will be issued with a refund for the course or portion of course that was not provided. This includes the following situations:
      • Where DVRCV or any third parties delivering training and assessment on its behalf ceases to operate.
      • Where DVRCV ceases to deliver the course in which a participant is enrolled and the agreement is terminated.
      • Where DVRCV needs to make a change to the terms of the participant agreement (such as the way the course is delivered or conditions of enrolment) and a new agreement cannot be reached with the participant to account for changes.
    • In any of the above situations, DVRCV will automatically conduct a refund assessment of all affected participants and issue the refunds due accordingly. In these cases there is no need for a participant to make an individual application for a refund. Refunds will be issued within 28 business days.
    • Participants who withdraw from a course may seek a refund or a reduction in fees owing by making an application for a refund in writing using the Refund Request Form. The application must include the details and reason for the request written in an email and bank details for the refund to be deposited into, if the request is successful. These will be saved to the student’s file on aXcelerate. Participants who have not submitted a Refund Request Form and reason for their request are not eligible for consideration of a refund or reduction in fees.
    • The refund assessment will be based on reviewing the services provided to the participant and the costs incurred by DVRCV to provide those services.
    • The outcome of the refund assessment will be provided in writing via email within 28 business days, outlining the decision and reasons for the decision along with any applicable refund or adjustment note. Refund decisions can be appealed following our Complaints and Appeals Policy.
    • A participant not achieving the qualification or unit/s in which they enrolled due to exhausting their attempts at assessment, does not entitle the participant to a refund.
    • Recognition of prior learning (RPL) application fees are non-refundable.
  5. Recording and payment of refunds
    • Refunds will be paid to the person or organisation that made the original payment.
    • Records of refund assessments and issuance of refunds will be stored securely on the participant’s file on aXcelerate and in Xero.
  6. Publication
    • DVRCV will publish on its website the following:
      • Costs for fee for service programs.
      • This Fees and Refunds Policy.

To enquire about a refund, call us on 03 8346 5266 or email [email protected].