Refund Policy – Student’s Default
Any student who wishes to request a refund for whatever reason must complete an Application for Refund Form and addressed to the CEO, clearly stating the reason for the refund and/or cancellation.
Table below indicates a list of refund items:
|Description of items||Refund status|
|Course material fee||Non-refundable|
|Visa refused prior to course commencement||Full refund less enrolment and course material fees|
|Withdrawal prior to course commencement||30% refund less enrolment and course materials fees|
|Withdrawal of course after course commencement||No refund|
|Visa rejection due to students? actions including providing forged or fraudulent documents etc.||No refund|
|Visa cancellation due to student s actions||No refund|
|Enrolment cancelled due to actions of the student and results in serious breaches of CHC?s policies and procedures||No refund|
|Compulsory Health Insurance (Student Visa only)||Refer to the OSHC provider|
|If TACIS withdraws its offer to deliver the course prior to course commencement date||Full refund including enrolment and course material fee|
|If TACIS withdraws its offer to deliver the course after course commencement date||Refund of the unused tuition fee|
If the student fails to commence with or without notifying the College, no refund will be available, except in special circumstances.
“Special circumstances” under which a full refund will be considered and which are beyond the student ’s control:
- In the case of serious illness – verified by a medical certificate
- Family or personal tragedy
- Acts of God
- Acts of Government authorities, for example where the student is prevented from commencing studies in the agreed course of study.
- Where a Student ’s Visa has not been granted
If required / or if TACIS agrees to refund money paid, it will do so within 4 weeks of receiving written application for refund. The refund will include all course fees paid (less the registration fee, student kit, fees paid to education agents). If a student withdraws from a course of study after commencing, for any reason outside those specified under “Special Circumstances”, no refund will be given, and the student will be held liable for any unpaid fees as a result of the withdrawal.
TACIS agrees to refund all money paid, where the course of study has been cancelled prior to commencement in accordance with the scheduled commencement date. In such cases, full payment will be made within 2 weeks (14 days). All money paid shall be refunded in full.
TACIS will provide the student with a written statement detailing how the amount of the refund has been calculated. All refunds will be paid to the person (the Student) who enters into the contract with TACIS unless they provide written direction to the provider to pay the refund to someone else. Under no circumstance will the refund be paid to an education agent or a family member. All refunds will be paid in Australian Dollars.
Note: This agreement, and the availability of complaints and appeals processes, does not remove the right to take action under Australia’s consumer protection laws. TACIS’ dispute resolution processes do not circumscribe the student 's rights to pursue other legal remedies.
Refund – Provider Default
In the unlikely event that TACIS is unable to deliver the course in full, the student will be offered a refund of all the course fees they have paid to date. The refund will be paid to the student within 2 weeks of the day on which the course ceased being offered/provided.
Alternatively, the student may be offered enrolment in another course/qualification by TACIS at no extra cost to the student.
The student has the right to choose whether they would prefer a refund of unused portion of the tuition fee (calculated according to the percentage of training and assessment already completed against the total duration of the qualification), or to accept a place in another course.
If the student chooses placement in another course, TACIS will ask the student to sign a document to indicate that they accept the placement.
Underpinned by the Education Services for Overseas Students 2000 (the ESOS Act), the TPS framework protects international students on student visas when their provider defaults. That is, their provider closes, fails to start, or stops offering a course.
The TPS framework requires that if a provider defaults, they have a legal obligation to either arrange students to continue their studies at an alternative provider; or provide students with a refund on unspent tuition fees. Please refer to the website for further information: https://www.dese.gov.au/tps/tuition-protection-international-providers
The Student will fill in the Refund Request Form with supporting documents and provide a copy of the same to the Student Services Officer in person or via email at email@example.com.
The Student Services Officer will forward this application to the CEO who will in coordination with the Finance Manager start processing the application.
The CEO will (based on the evidence provided), approve or reject the refund request. This decision will be conveyed to the Student Services Officer.
The Student Services Officer will then provide a written outcome to the earner regarding refund application within 28 days from date of receipt of the refund application.
Complaint and Appeal Policy and Procedure
TACIS ensures that all students will have access to a fair and equitable process for dealing with complaints/concerns and will provide an avenue for student s to appeal against such decisions, which affect the student ’s progress. There is no charge for the student to access the internal complaints and appeal process.
Every effort will be made by TACIS to resolve the student ’s complaints or concern. To this end, the CEO is the person to refer formal complaints/concerns. At the time of enrolment, the complaints, relevant procedure and appeals policy will be outlined to the students.
Where the complaint/concern cannot be resolved internally, TACIS will refer the student to an external agency (please refer below for more information regarding external agency). There will be no cost to the student for this referral.
- All prospective students will be provided with a copy of the Complaints and Appeals Policy and Procedure document (Student Handbook).
- All complaints, concerns, or appeals will be handled professionally and confidentially in order to achieve a satisfactory resolution.
- All parties will have a clear understanding of the steps involved in the complaints/concerns and appeals procedure.
- Current students are provided with details of external authorities they can approach if they are not satisfied with the college’s decision.
- All complaints/concerns and appeals will be managed fairly and equitably and as efficiently as possible.
- All complaints/concerns and appeals and outcomes will be documented in writing.
- TACIS will attempt to resolve any complaints, concerns and appeals fairly and equitably within 10 working days from the lodgement of the Complaint or Appeal form
- Any parties may be accompanied and assisted by a support person at relevant meetings.
- If an international student chooses to access TACIS complaints and appeals processes, that TACIS will maintain.
- The student’s enrolment whilst the complaints and appeals process is ongoing.
- If the internal or external complaint handling or appeal process results in a decision that supports the student, TACIS will immediately implement any decision and/or corrective and preventative action required.
- Where an international student has chosen not to access the complaints and appeals processes within the 20- working day period, withdraws from the process, or the process is completed and results in a decision supporting CHC Services, that they will notify the Secretary of DEEWR through PRISMS of the student not achieving satisfactory course progress or not meeting attendance requirements as soon as practicable.
Assessment related matters
If the student has been advised that they are Not Competent, but they believe that:
- They genuinely do have the required degree of competency; and
- That they have provided reasonable proof of this to CHC Services.
- The process is quite simple and is allowed by the RTO to ensure that all students are fully satisfied with the fairness and accuracy of our assessment processes.
- The student should firstly discuss the matter with their appointed assessor. If they are still not satisfied, the student may then, have the matter referred to the CEO and/or Program Manager for consideration.
- The student must complete the Complaint and Appeal form and ensure that they provide sufficient details about themselves and the course, and the circumstances surrounding the concern, complaint or appeal, who was involved, any appropriate evidence and witnesses etc.
- The CEO and/or Program Manager will contact the student within 24 hours to confirm receipt of this form and to schedule a formal face-to-face meeting with the student. This meeting will take place within 5 working days or earlier from the date of receipt of the complaint or appeal application.
- The student will also be given an option to be accompanied or assisted by a support person during this or any other meetings relating to the matter(s).
- The CEO and/or Program Manager will discuss the circumstances with the trainer/assessor or any other staff member and make an informed decision.
- The student will be contacted with the result within 10 working days from the lodgement of Complaint or Appeal form, the student has further 5 working days to respond to a formal decision.
- A written statement of the appeal outcome, including reasons for the decision will also be documented and provided to student via email or face-to-face.
- A record of this written statement will also be filed in the student admin folder. Furthermore, if internal appeal process results in an outcome that supports the student, TACIS will take appropriate steps and will keep student informed about the course of action in this regard.
- Where a complaint, concern, or appeal cannot be resolved through discussion and conciliation, TACIS acknowledges the need for a student to go for external appeal process (refer to external agency section for more details regarding this).
- If external appeal process results in an outcome that supports the student, TACIS will take appropriate steps and will keep student informed about the course of action in this regard.
- TACIS will maintain the student’s enrolment whilst the complaints and appeals process is ongoing.
Note: TACIS will accept an appeal against an assessment decision for a period of no longer than 2 months after the assessment decision date.
External Complaint and Appeal
If a student is not happy with internal appeal outcome the college will refer them to the Overseas Students Ombudsman (OSO). OSO helps international/overseas student s to OSO investigates complaints about problems that overseas students or intending overseas students may have with private education and training in Australia.
The table below provides more information about Ombudsman and its variety of service:
|About Overseas Students Ombudsman (OSO)||http://www.oso.gov.au/about-us/|
|Making a complaint||http://www.oso.gov.au/making-a-complaint/|
|More information regarding Overseas Students||http://www.oso.gov.au/overseas-student s/|
|More information regarding Private Education Providers||http://www.oso.gov.au/private-education- providers/|
|Frequently asked questions||http://www.oso.gov.au/frequently-asked- questions/|
|Ombudsman contact us email||Email: firstname.lastname@example.org|
|Phone||1300 362 072* within Australia Outside Australia call +61 2 6276 0111|
|Fax||02 6276 0123 within Australia Outside Australia +61 2 6276 0123|
|Postal||GPO Box 442 Canberra ACT 2601|
|Student enquiry time||9:00am to 5:00pm Monday to Friday, Australian Eastern Standard Time (Australian Eastern Daylight Time when daylight savings is in effect)|
|Ombudsman online complaint form||https://forms.business.gov.au/aba/ombudsman/overseas-students-ombudsman- complaint-form|
Furthermore, external contacts provided below are a list of contacts that students may approach if they feel that TACIS has not handled or dealt with their complaint as per their expectations:
|NSW - Fair Trading||http://www.fairtrading.nsw.gov.au/|
|ACT ? Office of Regulatory Services||http://www.ors.act.gov.au/|
|NT ? Consumers Affairs||http://www.consumeraffairs.nt.gov.au/Pages/default.aspx|
|QLD ? Office of Fair Trading||http://www.fairtrading.qld.gov.au/|
|SA ? Consumer and Business Services||http://www.cbs.sa.gov.au/wcm/|
|TAS ? Consumer Affairs and Fair Trading||http://www.consumer.tas.gov.au/|
|VIC ? Consumer Affairs||http://www.consumer.vic.gov.au/|
|WA ? Department of Commerce||http://www.commerce.wa.gov.au/consumerprotection/|
- If student s want to make a complaint in their language, they can call the Translating and Interpreting Service (TIS) on 131 450 or visit the following link http://www.oso.gov.au/publications-and-media/brochures/
- There will be no cost to the student for this referral.
- TACIS will maintain student’s enrolment till internal or external appeal process is ongoing. Students are strongly advised that they do come to class during this process and thereby maintain their attendance and course progress requirements.
- The availability of this complaints and appeals process, does not remove the right of the student to take action under Australia's consumer protection laws.