REFUND POLICY AND
PROCEDURE
Purpose
This policy/procedure provides all staff and clients information on the refund arrangements that are in place
within The Centre for Excellence in Child and Family Welfare (CFECFW).
The following procedures ensure all clients are treated fairly and with integrity when applying for refunds for
accredited or non-accredited training. All refunds applications are to be submitted to Director Learning and
Organisational Development and the following procedures followed in assessing the refund application.
All refund information is to be made available to students prior to enrolment through:
 Student Information Handbook
 CFECFW’s website
 The Enrolment Form / Fee for Service Agreement which is completed and signed prior to acceptance
into a course of study with CFECFW.
Scope
This policy applies:
Standard 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 or the commencement of training
and assessment, whichever comes first, specifying:
a) all relevant fee information including:
i) fees that must be paid to the RTO; and
i) payment terms and conditions including deposits and refunds;
b) the learner’s rights as a consumer, including but not limited to any statutory cooling-off period, if one
applies;
c) the learner’s right to obtain a refund for services not provided by the RTO in the event the:
i)arrangement is terminated early; or the RTO fails to provide the agreed services.
.
Definitions
Term
Definition
Accredited
Training:
A structured sequence of vocational education and training that has been approved by a
National VET Regulator (NVR) and leads to an Australian Qualifications Framework
(AQF) qualification or Statement of Attainment. In this procedure the word
qualification will be used for an accredited program.
AQF:
Australian Qualifications Framework. A nationally consistent set of qualifications for all
post-compulsory education and training in Australia.
ASQA:
The Australian Skills Quality Authority. The national regulator for Australia's
vocational education and training sector. ASQA regulates qualifications and training
providers to ensure nationally approved quality standards are met.
NVR Standards:
Standards for National VET Regulator Registered Training Organisations. The
Refund Policy and Procedure
Version 2
Page 1 of 3
Responsibility: DLOD
Created: January 2014
Next Review: January 2015
Centre for Excellence in Child and Family Welfare Inc. Level 5/50 Market Street Melbourne RTO:3696
Term
Definition
objectives of the NVR Standards are to ensure nationally consistent, high-quality
training and assessment services within Australia’s VET system. Continual compliance
with the Standards is a condition for all NVR registered training organisations and for
applicants seeking registration under the Act.
RTO:
Registered Training Organisation. A training organisation listed on the National
Register, or by the relevant state based authority, as a registered training organisation.
Centre for Excellence in Child and Family Welfare Inc RTO number is 3696
Scope:
The Scope of Registration details the nationally recognised training an RTO is approved
to provide. Centre for Excellence in Child and Family Welfare Inc scope of registered
can be viewed on the www.training.gov.au website. In this procedure the Scope of
Registration will be referred to as "the Scope".
Training
Package
Qualification:
A nationally endorsed, integrated set of competency standards, assessment
requirements, Australian Qualifications Framework qualifications, and credit
arrangements for a specific industry, industry sector or enterprise. In this procedure the
word qualification will be used to refer to a training package qualification.
Procedure
1. Refund applications
 Any student wishing to apply for a refund must complete a ‘Refund Application Form’ and submit this
form to Director, Learning and Organisational Development. The application form can be accessed by:
- Contacting Director, Learning and Organisational Development
- Accessing the CFECFW’s website
 All ‘refund applications are to be assessed by the Director, Learning and Organisational Development
and applications processed within fourteen (14) days of the application being placed. Where a student
is entitled to a refund the Director, Learning and Organisational Development is required to process
the refund payment as required.
 Payment of a refund application cancels a student’s enrolment.
Please note: Where the student breaches the CFECFW Policies and Procedures no refund is payable.
2. Refunds due to non delivery of course by RTO
Tuition fees are to be refunded in full if the RTO is unable to commence the course as agreed due to
unforeseen circumstances.
Any ‘unused tuition’ fees are to be refunded where the RTO is unable to complete the course due to
unforeseen circumstances.
Where there is an instance of provider default in the above circumstances, CFECFW may arrange for another
course, or part of a course, to be provided to students at no (extra) cost to the student as an alternative to
refunding course money. Where the student agrees to this arrangement, CFECFW will not be liable to refund
the money owed for the original enrolment.
Outline of Refund Arrangements
The RTO is unable to commence the course
for which the original enrolment and payment
has been made.
Full refund or alternative placement in a course
Refund Policy and Procedure
Version 2
Page 2 of 3
Responsibility: DLOD
Created: March 2014
Next Review: March 2015
Centre for Excellence in Child and Family Welfare Inc. Level 5/50 Market Street Melbourne RTO:3696
Change of venue and timing of course by
RTO
The RTO is unable to continue to deliver the
course as agreed.
Full refund or alternative placement in a course
Partial refund or alternative placement in a course
3. Refunds based upon student application
Applications for refunds are to be processed by the Compliance Officer within 14 days from the date of
application.
Where a student is unable to complete their course they may be eligible for a refund of tuition fees. Where a
student withdraws from the course without extenuating circumstances only a partial refund is payable.
A refund of tuition fees is only payable in certain circumstances and these circumstances and amounts are
provided to students prior to confirming enrolment.
CFECFW’s refund arrangements are as follows:
Outline of Refund Arrangements
Withdrawal 7 working days prior to the
agreed start date
Withdrawal less than 7 days prior to the
agreed start date
Withdrawal after course commencement
Full refund minus $50 administration fee
No refund
No refund
* Students may have extenuating circumstances that prevent them from attending scheduled course
dates that may include but are not limited to illness, family or personal matters, or other reasons that
are out of the ordinary. 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 is determined by Director, Learning and Organisational Development and shall be
assessed on a case by case situation.
4. Appealing Refund decisions

All students have the right to appeal a refund decision made by CFECFW by accessing the
complaints and appeals policy and procedure.

Students wishing submit an appeal of the refund decision should refer to the complaints and
appeals policy and procedure.

This policy and the availability of complaints and appeals processes, does not remove the
client’s right to take action under Australia’s consumer protection laws.

The CFECFW dispute resolution processes do not remove the student’s right to pursue other
legal remedies where they feel necessary.
5. Further information

If fees have been paid by a third party then refunds will be payable to that third party.
Refund Policy and Procedure
Version 2
Page 3 of 3
Responsibility: DLOD
Created: March 2014
Next Review: March 2015
Centre for Excellence in Child and Family Welfare Inc. Level 5/50 Market Street Melbourne RTO:3696