1. Policy

This policy/procedure provides all staff and students information on the ability to apply for a refund of tuition fees in certain circumstances.

The following procedures ensure all students are treated fairly and with integrity when applying for refunds. All refunds applications are to be submitted to Student Administration and the following procedures followed in assessing the application.

Emergency First Aid Pty Ltd ensures protection of all fees and aims to provide clear and accessible information to students about fees and charges prior to and throughout their enrolment with Emergency First Aid Pty Ltd.

Standards for Registered Training Organisation’s (RTO’s) 2015

Clause 5.3

Where the RTO collects fees from the individual learner, either directly or through a third party, the RTO provides or directs the learner to information prior to enrolment of the commencement of training and assessment, whichever comes first, specifying:

  • all relevant fee information including:
  • fees that must be paid to the RTO, and
  • payment terms and conditions including deposits and refunds
  • the learner’s rights as a consumer, including but not limited to any statutory cooling-off period, if one applies the learner’s right to obtain a refund for services not provided by the RTO in the event the:
  • arrangement is terminated early, or
  • the RTO fails to provide the agreed services.

What this Standard means for our RTO

Our RTO must provide clear information to prospective learners to enable them to decide if our RTO and course is suitable for them, taking into account their existing skills and knowledge and any specific needs. Prior to enrolment or commencement of training or assessment activities (in this context, assessment includes the collection or analysis of evidence for recognition of prior learning activities), you must provide clear information to learners about the following:

Fee information

If your RTO requires individual learners to pay fees (this requirement does not apply if you contract with a company to deliver training to their employees, paid for by that company), provide fee information prior to enrolment or commencement of training/assessment (whichever is earliest), about:

  • all fees payable to your RTO, clearly describing all costs involved with the
  • course
  • how and when fees must be paid
  • how to request a refund, and
  • conditions under which a refund would be provided.

Where a learner is being enrolled under any loan or delayed payment

  • arrangement (including VET Student Loans) the terms of the arrangement must be clearly stated, including any debt that may be incurred; when repayment is required and under what conditions; and any associated fees, indexation or interest.

Funding entitlements

If learners may be accessing any government funding entitlement that may reduce their ability to access such funding in the future (such as arrangements that limit funding to one qualification for a person), provide this information prior to enrolment.

Consumer rights

Inform prospective learners about their rights as a consumer, in accordance with state/territory laws.

  • If state or territory laws where the course is being offered require a cooling-off period, you must provide information about this.

Agreement to Course Fees and Charges

1.2      Students and persons seeking to enrol in a course with Emergency First Aid Pty Ltd are advised of all fees and charges associated with a course, including course fees, administration fees, materials fees and any other charges on the relevant Course Outline, the Student Information Handbook and Emergency First Aid’s website.

1.3      The information provided to each prospective student and/or client will include:

  • The total amount of all fees including course fees, administration fees, materials fees and any other charges.
  • Payment terms, including timing and amount of fees to be paid and any non-refundable deposit and administration fees and any fees and charges for additional services.
  • This Fees, Refunds & Protection of Course Fees Policy and Procedure.

1.4     All students will be required to sign a Written Agreement at the time of enrolment which outlines the total course fees, payment terms and schedule of payments application to their course. The Written Agreement is designed to provide clear and concise information to the student about applicable fees and charges, provide options for payment as well as outline the terms and conditions of the enrolment.

What do Student Fees cover?

1.5      Unless otherwise specified, course fees include the cost of all compulsory training and assessment materials. Any optional textbooks and materials that may be recommended but not required for completion of the course, are not included in course fees and will be an additional cost should the student wish to purchase such materials.

1.6      All course fees include up to three (3) attempts at assessment per unit. Where an additional assessment is required in order to achieve competency, EFA reserves the right to charge student, an additional re-assessment fee in accordance with the fee table provided on the relevant Written Agreement.

1.7     For re-issuing of a qualification testamurs, record of results or statement of attainment, an additional fee will be incurred at the rate of $20 per document.

2. Procedure

2.1      All ‘refunds’ are to be signed off by the Director and applications processed within Fourteen (14) days of the application being placed.

2.2      Course Fee Refunds

All applications for refunds must be made in writing by way of the ‘Application for Refund Form’ and submitted to Student Administration. Approved applications will be processed within 14 days from the date of application.

The assessment of refund applications shall be granted as indicated below:


Outline of Refunds
Withdrawal prior to agreed start date Full refund if at least 5 day’s notice is given
Withdrawal after the agreed start date(Refer Withdrawal after course commencement) 50% refund if notice is given less than 5 days before practical date
Course withdrawn by RTO Full refund
The RTO is unable to provide the course for which the original enrolment and payment has been made Full refund

Extenuating circumstances

Students may have extenuating circumstances that prevent them from attending scheduled course dates. These circumstances may include (but are not limited to):

  • Illness
  • Family or personal matters
  • Other extraordinary reasons

Where evidence can be successfully provided to support the Student’s circumstances, course fees may either be transferred to the next available course where applicable, or a refund of unused course fees will be issued. This decision of assessing the extenuating circumstances rests with the CEO and shall be assessed on a case by case situation.

Please note: where the Student breaches the College Policies and Procedures no refund is payable.  

Confirmation of Booking

Payment in full is required prior to course commencement to secure a place with all EFA Courses. This includes any Transfer Fees that may be applied to multiple transfer participants (see Terms and Conditions 4: “Transferring to another course after Enrolment” below).

Course Terms and Conditions

The following terms and conditions apply to the delivery of Training by Emergency First Aid

  1. Application

Where relevant, these Course Terms and Conditions must be read in conjunction with any applicable Training Agreement, and Emergency First Aid’s Payment Terms and Conditions.

2.  Fees and refunds

  • Unless a Training Agreement applies, participants must pay all course fees in full prior to the commencement of the course, to secure a place in a course conducted by Emergency First Aid.
  • Refunds will only be paid in the manner set out in these Course Terms and Conditions

 3.  Bookings


  • Emergency First Aid will give preference to participants who book and pay in full online or via phone and by credit card.
  • Participants who select EFT, cheque or money order as the payment method for course fees will be placed on a waiting list until their payment has been processed and received as clear funds.
  • Placements in courses are allocated in accordance with the order in which payments are received in full.
  • Emergency First Aid will endeavour to place participants in their chosen course, but Emergency First Aid accepts no liability for any loss, cost, damage or inconvenience which may directly or indirectly result from a participant being unable to be placed in their chosen course.
  • Emergency First Aid reserves the right to cancel bookings if not paid for in full within 48 hours of the booking being made.

Group Bookings

  • Emergency First Aid may issue an invoice when a group booking is made and requires payment in full prior to course commencement date (unless a Training Agreement applies)
  • Where Emergency First Aid has provided course fees details/quotation based on a number of participants given by a group organiser, Emergency First Aid’s invoice will be based on that number of participants, with the invoice being payable prior to course commencement (unless a Training Agreement applies).
  • The group organiser must notify Emergency First Aid prior to course commencement of the number of participants or any changes to the number of participants. Emergency First Aid may issue a supplementary invoice for any additional participants, but is not obliged to reduce its fee if there are fewer participants than originally quoted.
  • If the group organiser advises Emergency First Aid prior to course commencement date that there will be fewer participants than invoiced, Emergency First Aid will attempt to place the non-attendees in a public course closest to the location of the group course but unfortunately EFA cannot decrease the invoice amount.
  • The group organiser must supply Emergency First Aid with a list of all participant names prior to course commencement.
  • A fee of not less than $350.00 will be incurred if the course is cancelled or rescheduled by the group organiser within 5 days of the scheduled course commencement date.

4. Withdrawal

  • Emergency First Aid will issue a full refund if written advice is received a minimum of 5 days prior to course commencement.
  • It is regrettable that no refund can be made for withdrawals received less than 5 days prior to course commencement.
  • Should you be unable to attend, a substitute participant is welcome at no extra charge; please advise our customer service team.
  • Refunds will be issued within 14 days of receiving a written refund request. Bookings paid by credit card will be refunded to the same credit card. All other refunds will be paid by cheque
  • Emergency First Aid will not refund any course fees:
    • if a refund request is not received within the time set out in clause 4.1 and 4.2;
    • if the participant commences the course; or
    • after a course transfer.

5. Course transfers

  • Emergency First Aid will be pleased to transfer your booking to another date at no cost when we are advised at least 5 days prior to your scheduled practical day.
  • Only 1 (one) free transfer is applicable, a subsequent transfer will incur a 100% of the course fee as a course transfer fee.
  • A transfer fee equal to 50% of the course fee will apply to transfer your booking if notice is given less than 5 days prior to course commencement an additional 100% of the course fee as a course transfer fee will apply if wishing to transfer further practical dates. This transfer fee is inclusive of GST
  • Please be aware that you are unable to transfer your booking on the day of the course.
  • No certificates or Statements of Attainment will be issued until all course fees and transfer fees are paid in full.
  • No refunds will be issued after course transfers.

6. Non attendance


Participants who fail to attend their scheduled course will be deemed a “no show” and will not be assessed or be entitled to a refund unless that person contacts Emergency First Aid and supplies a medical certificate within 24 hours of the scheduled course.

Online/Workbook Component

Participants that have not completed the online or workbook component prior to attending the practical course will not be eligible to attend the practical day and transfer fee of 100% of the course fees will apply

7.Non Completion

  • If a participant is deemed Not Yet Competent during a practical component:
    • Emergency First Aid will attempt to transfer the participant into a different scheduling of the same course (no fee will apply); but
    • Emergency First Aid will retain 50% of the course fee if the participant cannot be transferred, and refund the balance.
    • If a participant does not complete the practical session, Emergency First Aid will attempt to transfer the participant into a different scheduling of the same course.
  • If the participant is transferred and is unable to attend the alternate scheduled practical component, Emergency First Aid will not refund any part of the course fee.

8. Cancellations

  • Emergency First Aid will endeavour not to cancel public courses.
  • However, Emergency First Aid reserves the right to cancel courses or change course dates if necessary.
  • If Emergency First Aid cancels a course:
    • Emergency First Aid will refund (in full) those participants who request a refund, within 14 days of the scheduled course commencement; or
    • Emergency First Aid will permit participants to transfer to another schedule of the same course without charge

 9. Correspondence

All correspondence in relation to course transfers and refunds should be sent to:

Emergency First Aid

Suite 60 8 – 34 Gladstone Park Dve

Gladstone Park

VIC Australia, 3043

Email [email protected] .

For all verbal enquiries and notifications, please contact 1300 301 193.

Fees Paid in Advance:

Students fee’s paid in advance of the course will be held in a holding account until course commencement to ensure refunds are completed as per 8.3.

Online and Workbook Private Tuition Course:

In the event the participant needs to reschedule their practical appointment, the participant MUST contact Emergency First Aid at least 24 hours PRIOR to the appointment time. Failure to notify Emergency First Aid at least 24 Hours prior to appointment time will incur a $50.00 travel fee. Emergency First Aid may wave this fee at the discretion of management if the appointment is rescheduled due to illness or any other reason deemed reasonable.

All Online and Workbook courses must be completed within 6 months of enrolment date. Failure to complete course within this timeframe may incur additional costs, which reflect the price structure at that time.

Participants wanting to cancel a One on One course after receiving either, workbook and textbook for the workbook course or login and password to the online course, will be deemed to have commenced the course and will be only entitled to a 50% of course cost refund on application in writing. Refunds will be made available within 14 days of

Emergency First Aid receiving back either the non-commenced workbook and textbook from the workbook course or the textbook from the online course, plus any ancillary supplies delivered as part of the course package.

Emergency First Aid reserves the right to cancel and reschedule One on One practical appointment if:

  • The Online Theory component has not been completed by 5pm on the day prior to the appointment date.
  • EFA has not received the Workbook by 5pm on the day prior to the appointment date.

Appealing Refund decisions

  • All students have the right to appeal a refund decision made by the RTO. Student wishing to access the Complaints and Appeals Procedure from the RTO should contact Student Administrations Department.
  • This policy and the availability of complaints and appeals processes, does not remove your right to take action under Australia’s consumer protection laws.
  • The RTO’s dispute resolution processes do not remove the student’s right to pursue other legal remedies where they feel necessary.

Further information

  • If fees have been paid by a third party then refunds will be payable to that third party.
  • Any information that you provide to RTO or that the RTO collects about you (including payments and refunds) can be given to authorised State and Commonwealth Agencies.

Recording in Refund Register

  • Enter details into Refunds Register

Refer:       VCID.QMSR.08 – Refunds Register        

Appendix A

Application for Refund



Full Name:                                                                                       



Course Start Date:                                                                           

I wish to apply for a refund for my tuition fees paid for course described above and my reasons for applying for a refund are:

Please Tick Box Refund Reason Type of refund
Withdrawal prior to agreed start date Full refund if at least 5 day’s notice is given
Withdrawal after the agreed start date (Refer Withdrawal after course commencement) 50% refund if notice is given less than 5 days before practical date
Course withdrawn by RTO Full refund
The RTO is unable to provide the course for which the original enrolment and payment has been made Full refund


*Please note where the student breaches the RTO Policies and Procedures no refund is payable. Where a student withdraws from the course without extenuating circumstances only a partial refund is payable.

Student Signature:                                                                Date:  ___________________

Relevant Policies & Procedures, Tasks and Documents:

Policies and procedures this policy relates to: Documents related to this process:
All policies & procedures within the operational system reflect how EFA will ensure compliance to this policy –Checklists for Reviews, Schedules, Meetings and reference guidelines for Actions are incorporated into the system.1.1 Policy/Procedure – Quality Assurance Management

1.2  Policy/Procedure – Cooperation with the RTO Registering Body

1.3   Policy/Procedure – Notification of Significant Changes

1.4  Policy/Procedure – Compliance to Standards for RTO’s

1.5   Policy/Procedure  – Complaints & Appeals

1.6   Policy/Procedure – Access, Equity & Anti-discrimination

1.7   Policy/Procedure – Privacy & Personal Information

1.8   Policy/Procedure – Occupational Health & Safety

1.9   Policy/Procedure – Data Provision Requirements

1.10Policy/Procedure – Academic Advisory Board

2.1   Policy/Procedure – Records Management

2.2   Policy/Procedure – Version Control

3.1   Policy/Procedure – Fees, Refunds & Protection of Course Fees

3.3   Policy/Procedure – Governance and Financial Management

And supporting Policies & Procedures for:

(The following P&P’s reflect the Actions required to ensure compliance through methods of continuous improvement)

·    Student Management System

–       4.1 Policy / Procedure – Student File Record Management

–       4.2 Policy/Procedure – Enrolment Process


·    VCID.QMS.03 – Continuous Improvement Plan

·    VCID.QMSR.01 – Version Control Register

Scheduled Meetings

·    VCID.QMS.08 – RTO Standards Quarterly Review Schedule

·    Internal Audit Reports

·    VCID.QMS.09 – Audits Schedule

·    VCID.QMS.11 – Management Meeting Agenda

–       Monthly Meetings – Minutes

·    VCID.QMS.12 – Trainers Meeting Agenda

–       Monthly Meetings – Minutes

·    VCID.QMS.07 -Meetings Schedules

·    VCID.QMS.18 – Action Report Form

·    VCID.QMSR.03 – Continuous Improvement Register

·    VCID.QMSR.13 – Operational System Notification Register

·    VCID.QMS.22– Complaints & Appeals Verification Report

·    VCID.QMSR.09 – Complaints & Appeals Register

·    VCID.QMSR.08 – Refunds Register


·    VCID.SMS.01 – Course Outline Brochure

·    VCID.SMS.02 – Enrolment Form

·    VCID.SMS.05 – Complaints or Appeals Form

·    VCID.SMS.06 – Application for Refund Form

Refunds Process also explained in:

·  Student Information Handbook – VCID.SMS.04

·          Complaint Process – Flow Chart

·          Appeals Process – Flow Chart

Emergency First Aid Pty Ltd/Operational System/QMS/P&Ps/ – Policy  & Procedure 3.1 Issued: 07/2014.v1; 05/2015.v3; 05/2015.v4; 02/2017.v5