REFUND POLICY – TRAINING
Fees, Refunds & Protection of Course Fees
Policy 3.1
1. Purpose
This policy and procedure ensures that all learners and clients of Emergency First Aid Pty Ltd (TOID 21703) receive clear and fair information about course fees, refunds, transfers, and the protection of any prepaid fees. It supports compliance with the Standards for RTOs 2025 and the Australian Consumer Law.
2. Scope
This policy applies to all learners, employers, and clients who enrol in any nationally recognised or non-accredited course delivered by Emergency First Aid. It covers all delivery modes and applies equally to individual and group bookings.
3. References
• Standards for Registered Training Organisations (2025) – Clauses 2.1–2.3 (learner information), 3.1 (financial protection).
• Australian Consumer Law (Competition and Consumer Act 2010 – Schedule 2).
• National Vocational Education and Training Regulator Act 2011.
• POL.PRO 1.5 – Complaints and Appeals Policy.
4. Policy Statement
Emergency First Aid provides accurate information about all fees before enrolment and
protects prepaid fees in line with regulatory requirements. Refunds and transfers are
processed in a fair, timely, and transparent manner while ensuring the financial
sustainability of the business.
5. Fee Information and Protection of Prepaid Fees
a) All course fees, materials fees, and charges are published on Emergency First Aid’s website, enrolment forms, and course outlines.
b) Fees must be paid in full prior to the practical session to confirm a booking, unless otherwise agreed.
c) Emergency First Aid does not collect more than $1500 in prepaid fees from any individual learner at one time.
d) Prepaid fees are held securely until the relevant training service has been provided or until a refund is approved.
e) Where the RTO cannot deliver the course as agreed (provider default), learners will
be offered an alternative session at no cost or a full refund.
6. Refund / Cancellation by Student
Refer to the full policy text as previously drafted, including refund and transfer conditions, refund application procedure, and consumer protection clause.
7. Transfer and Rescheduling Policy
Students may request to transfer their enrolment to another session or location. Requests made at least 72 hours (3 days) before the session start incur no fee. Requests made within 72 hours are subject to a 25 % transfer fee and will only be granted if space is available. Certificates will not be released until all course and transfer fees are paid in full.
8. Provider Cancellations
If a course must be cancelled, students will be offered either: a full refund within 10 business days, or a transfer to another course date at no cost.
9. Records and Reporting
All refund and transfer records are kept for a minimum of 7 years. The Accounts Coordinator maintains a
Refund Register. Annual review of refund/transfer data forms part of continuous improvement
activities.
10. Responsibilities
Student Administration – Receives and records refund/transfer applications.
Accounts Coordinator – Assesses applications, maintains Refund Register, processes payments.
CEO / RTO Manager – Final approval of refunds, ensures compliance with Standards.
Trainers / Assessors – Direct learners to policy and forms as required.
11. Review and Continuous Improvement
This policy and procedure are reviewed annually or when legislation, ASQA Standards, or operational
changes occur.