Refund policy

1. Purpose

This policy outlines Emergency Australia’s approach to setting, managing, and refunding fees associated with training and assessment services. The purpose is to ensure that all learners are treated fairly and equitably regarding financial transactions, with processes that are transparent, consistent, and compliant with the Standards for RTOs 2025 and relevant consumer protection legislation.

It provides clear guidance on:

• Conditions under which a refund may be granted
• Procedures for applying for a refund
• Responsibilities of Emergency Australia and learners
• Documentation and recordkeeping

2. Scope

This policy applies to:

• All prospective and current learners enrolled in any nationally recognised training product delivered by Emergency Australia
• All Emergency Australia staff involved in course enrolments, fee management, finance processing, and learner communication
• All modes of delivery, including face-to-face, online, blended, and workplace-based programs

This policy does not apply to courses that are non-accredited or delivered in partnership with third-party organisations unless otherwise specified.

3. Responsibilities

3.1 Learners

• Must read and understand this policy prior to enrolment
• Are responsible for completing EA_F15_Refund Request Form when seeking a refund
• Must provide all required evidence to support refund applications

3.2 Compliance Manager or Managing Director as required

• Ensures the policy is reviewed annually or when changes to standards or legislation occur
• Oversees the correct application of the policy across departments
• Supports appeals or disputes regarding refund decisions

3.3 Accounts Department

• Reviews refund applications against policy criteria
• Processes approved refunds within five (5) business days
• Maintains accurate records of all transactions and outcomes

3.4 Administration

• Provide learners with accurate pre-enrolment information about fees and refund terms

3.5 Trainers

• Direct learners to the appropriate channels for refund inquiries or issues

4. Fee Payment Terms

• Learners are advised of all applicable fees, including course fees, materials, and incidental charges, prior to enrolment via the website, Student Handbook, or course overview
• Fees may be paid via EFT, credit card, direct debit, or via third-party payment plans, as agreed
• A receipt will be issued upon payment
• Course commencement will only proceed once fees are received and reconciled
• Payment plans (if offered) must be adhered to; failure to do so may result in withdrawal from the course and/or debt recovery procedures

5. Refund Conditions

Refunds will be considered and issued under the following conditions:

Approved Refund Scenarios:

• Learner has overpaid course fees
• Course is cancelled by Emergency Australia prior to commencement
• Learner is transferred to a different course due to an administrative error
• Emergency Australia ceases to operate
• Should Emergency Australia cancel a training for any reason, you will be entitled to a full refund. No administrative charges or penalties will be incurred. If participants have completed units assessed as competent, they will be issued a Statement of Attainment. The cost of these units will be deducted from the refund. If an organisation has a contractual agreement with Emergency Australia to deliver training, the course transfer and cancellation policy will be included in the contract.
• Learner notifies withdrawal at least seven (7) calendar days prior to course commencement – full or partial refund may be issued
• In the unlikely event that Emergency Australia cancels a course prior to or after commencement, learners or the client will receive a full refund of all fees paid

Non-refundable Scenarios:

• Learner fails to attend or complete the course
• Learner withdraws after the course has commenced (online or face to face)
• Learner is expelled due to misconduct or breach of the Code of Conduct
• Learner fails to provide sufficient notice or supporting documentation
• Where learners are enrolled and have started the training, a refund will not apply. Learners are considered to have commenced a course once they have been emailed their enrolment details with full access to the course materials.

Refund decisions are made on a case-by-case basis and may be subject to an administrative processing fee.

Learners/clients are encouraged to consider these refund conditions carefully when booking training, particularly during periods of high operational demand (e.g. bushfire season or public holidays), where course availability and rescheduling options may be limited.

6. Refund Request Procedure

1. Learner completes the EA_F15_Refund Request Form, providing all required supporting evidence (e.g., medical certificate, course cancellation notice)
2. Form is submitted to the accounts@emergencyaustralia.com.au email.
3. The Accounts Department verifies details and checks the policy conditions
4. A refund outcome letter is issued within ten (10) business days
5. If approved, payment is made via the original payment method (unless otherwise arranged)
6. Records of the application and outcome are retained in the learner’s file and within the EA_R15 – Refund Request Form archive

7. Appeals

If a learner is dissatisfied with the refund decision, they may submit an appeal in writing within ten (10) business days. The appeal will be reviewed by the Compliance Manager and, if necessary, escalated to the Managing Director for final resolution.

8. Publication and Access

• This policy is provided to learners prior to enrolment via the Student Handbook and on the Emergency Australia website
• A summary of refund conditions is also included in course application forms and confirmation emails
• Updates to this policy are communicated to staff and trainers and recorded in the EA_R1 – Compliance Management Register for version tracking

9. Smart and Skilled Fee Administration and Consumer Protection

Emergency Australia complies with the Smart and Skilled Contract, Fee Administration Policy, and Operating Guidelines issued by Training Services NSW.

9.1 Smart and Skilled Fees and Charges

• Fees for Smart and Skilled programs are determined in accordance with the NSW Skills List and Smart and Skilled Fee Administration Policy.
• Learners are provided with the total course fee, any applicable concession, exemption, or fee-free eligibility information prior to enrolment.
• No additional or hidden charges are applied.

9.2 Refunds under Smart and Skilled

• If a Smart and Skilled course is cancelled, or the RTO ceases delivery, all unused fees are refunded in accordance with Clause 15 of the Smart and Skilled Contract.
• Refunds will be processed within five (5) business days and reported through Smart and Skilled systems where applicable.

9.3 Consumer Protection Information

• Learners are informed of their consumer rights under the Smart and Skilled Consumer Protection Strategy at enrolment.

9.4 Recordkeeping

• All Smart and Skilled fee transactions, refunds, and communications are recorded in EA_R15 – Refund Request Form archive and retained for a minimum of seven (7) years in line with Training Services NSW requirements.

10. Standard Booking Terms and Conditions

Our Standard terms:

• Payment Terms: An invoice will be issued upon confirmation and is payable in full 14 days prior to course commencement.
• Cancellations 14+ days before delivery: Instructor travel, accommodation, and logistics costs will be charged plus 20% (ex GST)
• Cancellations 7–14 days prior: 50% cancellation fee of total course cost applies
• Cancellations <7 days prior: 100% course cost cancellation fee applies
• Participant Withdrawal After Commencement: No refunds apply once a participant has received their enrolment and accessed course materials
• Course Cancellation by Emergency Australia: In the unlikely event Emergency Australia must cancel the training, a full refund will be issued

We kindly ask you to keep these terms in mind when booking, especially during high operational periods (e.g. bushfire season, public holidays)

Full balance is payable prior to training.

Bank Details:

• BSB:
• Account:

PLEASE NOTE: **All flights, accommodation, equipment freight, and travel costs for the training and role-playing team are passed on at cost plus 20% in a separate invoice once all travel costs are confirmed.

                    Related Forms and Registers

• EA_R15 – Refund Request Form
• EA_R1 – Compliance Management Register (for version and policy tracking)
• EA_P6 – Version Control Policy

Related Standards

• Outcome Standard 2.1 – Learners are treated fairly and with respect, including access to an open, transparent, and responsive complaints system. https://www.legislation.gov.au/F2025L00354/asmade/text
• Compliance Standard 2.6 – RTOs must implement and maintain effective complaints and appeals policies and practices. https://www.legislation.gov.au/F2025L00355/asmade/text
• Compliance Standard 2.8 – RTOs must retain records of all complaints and appeals and use these to inform continuous improvement. https://www.legislation.gov.au/F2025L00355/asmade/text
• Outcome Standard 6.1 – The RTO complies with all relevant legislation and regulatory requirements. https://www.legislation.gov.au/F2025L00354/asmade/text
• Compliance Standard 6.3 – Accurate and accessible records are maintained, including refunds and financial transactions. https://www.legislation.gov.au/F2025L00355/asmade/text
• https://www.nsw.gov.au/education-and-training/vocational/funding/policies-smart-skilled
• Smart and Skilled Operating Guidelines.
• Smart and Skilled Contract Terms and Conditions.

• Fee Administration Policy.

Smart and Skilled Requirement / Guideline	Clause / Source Reference	How EA_P7 Addresses It
Fee Disclosure and Transparency	Operating Guidelines 6.1 (a–c); Contract Clause 14	Sections 4 and 8 ensure fees and refund terms are disclosed prior to enrolment via website and handbook.
Refund Policy for Funded Training	Contract Clause 15; Fee Administration Policy § 2.5 – 2.6	Section 5 and 6 define refund scenarios; new Section 9 adds Smart and Skilled-specific requirements.
Consumer Protection Obligations	Operating Guidelines 11.2; Contract Clause 16	Section 7 (Appeals) + proposed 9.3 provide complaint pathways and TSNSW contact details.
Recordkeeping and Audit Evidence	Contract Schedule 1 Clause 5.4	Section 6 and EA_R15 record retention ensure all refund documentation is maintained.
No Additional Fees or Charges	Operating Guidelines 6.2 (b)	Section 4 clarifies no undisclosed or extra charges beyond approved fees.
Refund Processing Timeframes	Operating Guidelines 6.3 (b)	Refunds issued within five (5) business days (Section 6).
Compassionate and Compelling Circumstances	Fee Administration Policy § 2.6 (c)	Explicitly included in Section 5.
Fair Treatment and Access to Appeals	Operating Guidelines 11.1 (b) and 11.2	Section 7 outlines appeals process and escalation options.
Retention of Records (7 Years)	Operating Guidelines 10.1 (d)	Proposed Section 9.4 adds explicit seven-year retention rule for Smart and Skilled.
Alignment with RTO Standards 2025	Outcome 2.1, 2.6, 6.3	Entire policy supports fair treatment, effective complaints handling, and accurate financial records.