FEE ADMINISTRATION AND REFUND POLICY

Relevant Standard(s):

Standards for Registered TrainingOrganisations (RTOs) 2015

Standard 5 Clause 5.1-5.4 Standard 7 Clause 7.3

PURPOSE Energy Training Group adheres to the relevant compliance and legislative frameworks such as the Standards for Registered Training Organisations (SRTOs 2015). As such, Energy Training Group will provide transparency in the application and administration of fees and charges including refund and will put in place a fair and reasonable refund process. The purpose of this policy is to provide for the appropriate application and administration of fees and handling of client refunds.

POLICY PRINCIPLES

Energy Training Group implements fair and reasonable refund practices and a transparent process for fee application and administration. Energy Training Group will ensure that:

1. prospective students are aware of its fee policies in order to make informed decisions about enrolment in a course;
2. its fee and refund policy is prominent and accessible to its staff, prospective students, and existing students;
3. it implements and maintains a process for fair and reasonable refunds for fees paid; and
4. it provides refunds for fees and charges paid by clients, where training and assessment activities have not been delivered

Fee Administration Policy Principles Fee Information

1. Energy Training Group will inform its prospective students and employers (if applicable) of the full and accurate course fees associated with the training and the refund policy before enrolment.
2. Energy Training Group will ensure that the fee and refund policy is accessible to its staff, prospective students and existing students. The fee information will include but will not be limited to the following information:
   1. Breakdown of the course fee (if any)
   2. Fee and Refund policy
   3. Incidental fees
      1. Compulsory fees
      2. Additional charges or co-contributions
      3. Methods of fee collection
      4. Process for recovery of outstanding student fees
3. For any incidental fees that may be applicable, Energy Training Group will inform the prospective student before enrolling that such fees are a charge for an essential good or service and that the student has a choice of acquiring this from a supplier other than Energy Training Group.

Fee Administration

1. Energy Training Group will only charge fees for accredited training in accordance with the fee information published and provided to the prospective student and the Fee Administration and Refund policy.
2. Energy Training Group will retain accurate course fee payment, waiver, exemption or refund record for each student.
3. Energy Training Group will require payment prior commencement of training as well as pre-payment plans for students.
4. Energy Training Group will apply standard student fees for Fee-for-Service (FFS) students.
5. Energy Training Group will allow participant course fees to be paid on behalf of the student by their employer or another third party (if applicable).
6. Energy Training Group will maintain arrangements for the protection of any fees paid in advance in accordance with 7.3 of the Standards for RTOs 2015 and the NSW Fee Administration Policy.

Fee Payment Arrangements

1. Energy Training Group ensures that its financial practices promote the protection of fees (paid in advance and exceeding $1500) made by any student. Energy Training Group will only adhere to the accepted fee protection measure to protect fees in excess of the threshold fee amount of $1,500 as stated in Schedule 6 of the Standards for RTOs.
2. Energy Training Group implements a fee payment plan and will only collect upon enrolment a non- refundable enrolment administration fee of 25% of the full course fee payable (non-discounted) or a minimum of $250 (whichever is greater) in the first instalment of the tuition fee.
3. Tuition fees are broken into instalment payment plans to ensure students do not pre-pay fees over $1,500. Schedule of the payment plans are outlined in the student enrolment forms.
4. Fees must be paid in full before certification will be issued.
5. If payment instalment / arrangements are in place, and a payment becomes overdue and remains unpaid for a period in excess of 14 days, Energy Training Group reserves the right to suspend the clients learning or assessments (or both) until all fee payments are up-to-date.
6. Flexible payment arrangements, such as instalments, credit card, and direct debit, cheques and EFT remittance are acceptable to accommodate the diverse financial situations of clients.

Cancellation & Rescheduling Notice

1. 48 hours or more notice: Students may reschedule their session at no additional cost.
2. Less than 48 hours notice: The practical training fee will be forfeited, and a rebooking fee of $250.00 will apply.
3. Failure to attend (no-show): The practical training fee will be forfeited, and a full rebooking fee of $500.00 will apply.

Outstanding Student Fees

1. Non-payment of fees by the due date for continuing enrolments will result in suspension of training. Energy Training Group will notify all parties in writing of suspension. Once payment has been finalised, parties will be notified of the recommencement of training.
2. Energy Training Group will charge a recommencement fee for any suspended training to cover administration cost.
3. Energy Training Group will not issue SOAs or Certificates if training fees are outstanding.
4. Energy Training Group will inform students of its process for the recovery of outstanding student fees prior to enrolment through the Fee Administration and Refund Policy.

Refund Policy Principles

1. Details of Energy Training Group Refund Policy are publicly available to prospective students and employers (if applicable), staff and existing students and employers (if applicable).
2. Energy Training Group will make students aware of the refund policy prior to enrolment.
3. With regard to all withdrawal of training, Energy Training Group will first encourage a client to continue training or provide other options such as enrolling to another course date, prior to processing refund applications.
4. All refund requests must be made in writing via the Refund Request Form. Energy Training Group will only acknowledge, and review requests based on information provided through the form. Exemptions are made for mitigating circumstances, provided there is supporting evidence.
5. No refunds will be issued for cancellations outside of the Refund Period.
6. For refund applications within the Refund Period, the Refund Request Form must be received by Energy Training Group, within the Refund Period. A refund of the course fee, less the applicable Administrative Fees will only be issued if all above criteria have been met and the student has no previous outstanding monies with the Energy Training Group.
7. Energy Training Group requires written notification of withdrawal from training; this may be via letter, email or the completion of the Withdrawal from Training Form. Refund will be assessed upon receipt of the request. Statement of fees that includes all fees applied and any fees refunded (if applicable) will be provided where a student withdraws from training.
8. Energy Training Group will process refund requests within 1 week from the day of receipt. The reimbursement procedure may take up to 4 weeks.
9. A non‐refundable administration fee of 25% of the full course fee payable (non-discounted) or a minimum of $250 (whichever is greater), will be subtracted from any refund granted under the terms and conditions outlined in this policy.
10. All refunds will be paid to the person or organisation that originally paid the fees.
11. Energy Training Group does not provide refund where:
    1. A client has commenced their course/unit.
    2. There are changes to work hours.
    3. Moving interstate.
    4. Student leaves before full course completion and does not complete qualification after assessment.
    5. Recognition resources and services have been supplied to the client.
12. Energy Training Group may provide consideration for refund for students who have commenced training with the discretion of the CEO/Manager.
13. Energy Training Group does not accept liability for loss or damage suffered in the event of withdrawal from a course by a client.
14. Energy Training Group provides a full refund to all clients, should there be a need for Energy Training Group to cancel a course. In the first instance Energy Training Group will (where possible) provide an opportunity for the client to attend another scheduled course. If Energy Training Group cancels a course, clients do not have to apply for a refund; Energy Training Group will process the refunds automatically.
15. Refunds for cancellation of enrolments and other conditions are granted based on the refunds table in the annex of this policy.

MONITORING AND IMPROVEMENT

The Energy Training Group Administration Manager is responsible for ensuring compliance with this policy. The Administration Team of Energy Training Group will process refund requests. Energy Training Group’s CEO and/or Administration Coordinator is responsible for all continuous improvement processes in relation to the fee administration and refund policy and procedure and ensuring all staff, including those from the third party providers are complying with the provisions of this policy.

Annex

Energy Training Group Refunds Table

1. Energy Training Group Refunds for enrolments are subject to the following refund table
2. “Refund Period” – 7 calendar days of the enrolment application date

RefundType	Description	Notification Requirements	Non-refundable fee	Refund
Enrolment cancellation / withdrawal from training with in the “refund period”	-For all individual units NOT commenced and -For all individual units commenced	– In writing, within the refund period	25% of the full course fee payable (non-discounted) or a minimum of $250 (whicheveris greater) administration and processing fee	-Full refund less the administration and processing fee -Future payments maybe cancelled for students under payment plans
Withdrawal from Course beyond the refund period “Withdrawal outside the refund period”	Withdrawal from Training – for all individual units commenced/attended/completed from within the qualification/Accredited course	– In writing, any day beyond the “refund period”	25% of the full course fee payable (non-discounted) or a minimum of $250 (whichever is greater) administration and processing fee	– No refund or – In some cases, upon the discretion of the company, the calculated refund less the administration and processing fee
RPL/Credit Transfer	Where recognition of prior learning and/or credit transfer has been granted after enrolment	N/A	25% of the full course fee payable (non-discounted) or a minimum of $250 (whichever is greater) administration and processing fee	– No refund
Course Cancellation	Cancellation of a course by the RTO (for any reason)	N/A	25% of the full course fee payable (non-discounted) or a minimum of $250 is greater administration and processing fee	Full refund or enrolment toa different qualification
Withdrawal–“not of their own accord”	Where training ceased due to RTO closure	N/A	25% of the full course fee payable (non-discounted)	Full refund or referral to a

RefundType	Description	Notification Requirements	Non-refundable fee	Refund
			or a minimum of $250 (whichever is greater) administration and processing fee	different service provider

VERSION CONTROL

Version Control Table
Date	Summary of Modifications	Modified by	Version	Date of Implementation	Next Review Date
06/08/2020	Policy Creation	360RTO Solutions	v.1.0	Date	Date