Policies and Procedures

Transcription

1 Policies and Procedures QMS2 POL Domestic Fees and Refunds Policy Policy details Responsible area Fees and Refund Endorsed by CEO Date 13 July 2017 Review date 13 July 2018 Modifications Change of ABN due to change of Legal Entity Amendments due to update of Standards for RTOs 2015 User Guide and National Code Amendment to refund duration timeframe and addition of Schedule of Fees (see attached) Name changed to Domestic Fees and Refunds Policy; removal of the Fees and Refunds Overseas Students Policy; addition of the Administrative Fees Schedule Policy statement Linx Institute collects fees from individual students and ensures students are provided with information prior to enrolment or the commencement of training, including: All relevant fee information: o Tuition fees o Additional fees that may be incurred by students, such as optional services, support or learning resources o Payment conditions including deposits and refunds Students rights regarding requests for refunds including: o Where a student would like to withdraw from the course prior to completion o Where Linx Institute fails to provide agreed services Students rights as consumers, including but not limited to any statutory cooling off period, if one applies. This policy covers the following areas: Policy Rules Fee Information for Prospective Students Fee Payments Non-Payment and Collection of Outstanding Fees Procedure for Refund Application and Appeals This policy must be read in conjunction with the following Linx Institute Policies: QMS7_POL_Smart and Skilled Fee Administration This policy relates to: Self-funded fee paying (fee for service) students Queensland Government subsidised students NSW Government subsidised students Linx Institute staff responsible for the collection and processing of student fees

2 Definitions Tuition fee Enrolment fee Additional fees Course commencement date Enrolment date Withdrawal You Term Cooling off period Course Extension The charge or fee for provision of training and assessment services Non-refundable administrative charge levied to cover costs of processing applications for enrolment These include fees such as fees for RPL, replacement testamurs, etc The date set by Linx Institute for the commencement of your course The date you sign the Application to Enrol Where you apply to Linx Institute to cease your studies Refers to you, the student Academic period equivalent to 12 weeks Linx Institute has a 30 day cooling off period for students who enroll as fee for service students. This 30 day cooling off period commences once you have signed the Application to Enroll, or Terms and Conditions form. If you are unable to complete your course by the expected Course Completion date, you are able to apply for an additional six-week period to allow you to complete your studies without incurring any additional fees Policy Rules Prior to accepting your enrolment in a course, Linx Institute provides you, via hard copy or electronic copy, current and accurate information regarding course fees including advice on the potential for fees to change during the student s course and applicable refund policies. Linx Institute publishes its course fees on its website or in its marketing material, including the enrolment fee, tuition fees, and any additional charges and ensures that at all times the published fees and charges are correct, or otherwise are abided by. The following rules apply to refunds of fees: 1. A full refund of fees (or VET FEE-HELP debt reversal), will only be made under the following circumstances: 1.1. In circumstances beyond the student s control, such as corroborated injury, ill health, bereavement or other appropriate reasons subject to the approval of the CEO. In these circumstances, if you have commenced your course has, we reserve the right to negotiate pro-rata refunds on a case by case basis Where we cancel the training and cannot make arrangements to conduct the course at a later date Where it is demonstrated that the student has been induced to incur debt as a consequence of unethical marketing practices as defined in our Marketing and Advertising Policy. 2. For domestic fee-paying students who pay for their course fees in full and withdraw within the 30 day cooling off period, calculated as the date you complete, sign and return the Terms and Condition form are eligible for a refund of all fees paid excluding the Enrolment fee. 3. For domestic fee-paying students, you may be able to apply for a partial refund should you withdraw from your studies. Tuition fees are calculated on a pro rata, term by term basis for your course duration. Where you have not commenced a term, the pro rata amount for that term will be refunded.

3 4. For all courses funded by the Queensland Government, the student co-contribution fee is non-refundable. 5. For all NSW Government subsidised courses, student fees are non-refundable on commencement of the Approved Course. 6. For all Fee for Service courses, units or non-accredited training the Enrolment Fee is non-refundable. 7. Where a student has overpaid fees, the overpayment amount will be refunded. 8. No refund will be given if a student is dismissed by Linx Institute due to insufficient attendance, unsatisfactory academic progress or misconduct, as outlined in our Policies and Procedures. 9. No refunds will be made where a student funded under a traineeship is dismissed by their employer or wishes to withdraw from their traineeship unless in exceptional circumstances. 10. All applications for refunds must be made in writing to the Operations Manager, stating the reasons and relevant details. You can obtain a Refund Request Form from the office or download from Linx Institute s online learning platform, Canvas. 11. Refunds will be paid: Within 20 working days of successful application and approval for a refund By bank transfer to the person who paid the fees, unless this is impracticable and/or unless the person gives us a written direction to pay someone else. 12. If you are unable to complete your course by the expected Course Completion date, you are able to apply for an additional six-week extension period to allow you to complete your studies without incurring any additional fees. If you require additional time beyond this six week extension, you will be required to pay an addition fee (see Schedule of Fees). Fee Information for Prospective Students Linx Institute provides information to prospective and current students in a number of formats including digital, hardcopy and online, regarding all fees payable including but not limited to: Enrolment fees Tuition fees Materials/resource fees Recognition of Prior Learning Assessment Fees Replacement fees (student card, testamurs, etc.) Fee information is included in the Linx Institute Fee Schedule which is available: Linx Institute website Reception Marketing Department Fee Payments Linx Institute has the following categories for student fee payment arrangements: Fee for Service Students may select the option to pay fee for service tuition fees in full prior to commencement or via an Interest Free Payment Plan. (See below) Students who select the Fee For Service option to pay for their tuition fees are required to pay a non-refundable enrolment fee which is deducted from the full amount of the course fees. This amount is communicated to students during the application to enroll process.

4 If a fee-paying student paying via an upfront payment withdraws from their course, the withdrawal will be considered the effective date of completion of the current term. Interest Free Payment Plan Students may select the option to pay tuition fees under an interest free payment plan where the tuition fee is broken down into regular manageable payments rather than one lump sum, with instalments made on a weekly or fortnightly basis. Linx Institute has entered into an agreement with a direct debit provider to provide an interest free payment plan for students with the process as follows: 1. Students sign a payment agreement which includes a direct debit or credit card authority. 2. The direct debit provider collects the money from students on the dates and frequency the student has agreed to pay and transfers the funds to Linx Institute. 3. In cases where a student defaults on payments, The direct debit provider contacts the student to arrange for catch up of any failed payment(s). 4. If payment collection remains unsuccessful, the direct debit provider refers the outstanding moneys to be paid to a debt collection firm as per student authority in the signed agreement. If a fee-paying student paying via the Interest Free Payment Plan withdraws from their course the Interest Free Payment Plan will cease on the effective date of completion of the current term. Queensland Government Funded Co-Contribution Fee Students eligible for courses subsidised by the Queensland Government are required to pay a co-contribution fee prior to enrolment or via a payment plan. The co-contribution fee is a compulsory requirement set by the Queensland Government. Any payment plan entered into by students must be paid in full within 30 days of the application to enroll has been signed and submitted to Linx Insitute. In the event that you have failed to pay your required student co-contribution in full, Linx Institute reserves the right to withhold any Statement of Attainment, transcript or testamur until it has been received. NSW Smart and Skilled Student Fee Students eligible for NSW Smart and Skilled government subsidised training are required to pay a compulsory student fee which is set by the NSW Government. The student fee is based on the fee category and evidence of eligibility for subsidised training. The NSW Government has also set provisions for students to either be eligible for a fee concession or fee exemption. Linx Institute uses the NSW Government Provider Calculator to inform you of the student fee that is required, which may be paid via the Interest Free Payment Plan (see above) or in full as an upfront payment. Any payment plan entered into by you must be paid in full before completion of the Approved Course. In the event that you have failed to pay your required student fee in full, Linx Institute reserves the right to withhold any Statement of Attainment, transcript or testamur until it has been received. Non-payment and Collection of Outstanding Fees Linx Institute has a third party agreement with a direct debit provider to provide an interest free payment plan for students. If payment collection remains unsuccessful and the need for collection of outstanding fees becomes essential, the direct debit provider refers the outstanding moneys to be paid to a debt collection firm as per student authority in the signed agreement (Refer to Interest Free Payment Plan Fee Payments above).

5 If a student defaults on their agreed repayments then student access to the online learning platform, Canvas, will be suspended until outstanding fees are paid. The student will be notified in writing before this occurs. Linx Institute reserves the right to withhold any Statement of Attainment, transcript or testamur until these have been received. Government Funded Training Linx Institute offers government funded and government subsidised training to eligible students. In cases where students access any government funding entitlement that may reduce their ability to access funding in the future, such as arrangements that limit funding to one qualification, Linx Institute provides this information prior to enrolment. Changes to Student Fees Linx Institute reserves the right to change student fees. The change in fees will only impact on future enrolment as there will be no change to fees for currently enrolled students. In the case of changes to student fees for State or Commonwealth government funded / subsidised training, any changes to student fees will be decided by the relevant government department and Linx Institute will implement fee changes according to government department guidelines. Refunds, Charges and Conditions Linx Institute conditions for cancellation and refunds are as follows: 1. No refund will be provided if a student: Has provided false or misleading information that directly impacts on the conditions for enrolment Fails to comply with the conditions of enrolment 2. Students providing formal written notice of their intention to withdraw from a course are eligible to apply for a refund as follows: Where a student requests a refund, it will be processed and where approved, made within 20 working days from the date that Linx Institute receives the Refund Request Form and has been approved Fees are not transferable to another student or institution but may be transferred to another Linx Institute course (subject to approval by the Operations Manager) 3. In the unlikely event that Linx Institute experiences provider default and is unable to deliver a course or service in full from the agreed start date, students will be offered a calculated pro-rata refund payable within 20 working days after the default date. 4. This policy does not remove the right for a student to take action under Australia s Consumer Protection Laws. Procedure for Refund Application and Appeals Actions Description Responsible 1. Application for refund or special consideration Student applies for refund, providing reasons for request and substantiating evidence as required. A student must apply in writing to the Operations Manager, Linx Institute. Student Relevant supporting documentation will be required to substantiate the claim.

6 2. Assessment of application Recommendation within 20 working days Each application for a refund, or special consideration will be considered on its merits together with all-supporting documentation substantiating the special circumstances claim. Linx Institute will consider each application within 20 working days of receipt of the application. Applicants will be notified in writing of the decision within 20 working days. 3. Advise outcome The applicant is advised in writing of the refund decision and any moneys to be refunded. 4. Appeals against decision 28 days to lodge appeal for decision in 10 days 5. Further appeal procedures If a student is not satisfied with the decision made by Linx Institute, the student may apply, within 20 working days of the receipt of the original decision, for a review of the decision. The applicant can use the Request to Appeal a Decision Form to lodge an appeal. The application for review must: Be made within 20 working days of receipt of the original decision; Include the date of the original decision; State fully the reasons for applying for the review; Include any additional relevant evidence. Applications should be made in writing, using the Request to Appeal a Decision Form, to the CEO at Linx Institute. The CEO is responsible for assessing the original decision and was not involved in making the original decision to be reviewed. The CEO will: Acknowledge receipt of the application for review of a decision in writing within 10 working days; and Interview the individual making the appeal and if required, Linx staff to collate additional evidence and gain further clarification The CEO will then: Review the information from the original decision and then assess any new evidence provided by the student; Provide written notice to the student of the decision, setting out the reasons for the decision; Inform the student of their right to apply to the Administrative Appeals Tribunal if they disagree with the Review Decision, and timelines involved (see point 5 below). At the time of the original decision, and at the time of the subsequent review decision, the Operations Manager Student Services Student / CEO Student

7 Lodgment within 20 working days of decision 6. Refund is paid within 20 working days of withdrawal notice if approved student will be notified of their review rights and responsibilities. The CEO will inform the student in writing of their right to appeal to the Administrative Appeals Tribunal (AAT) if they are not satisfied with the outcome, and the contact details of the closest AAT office and the approximate costs of lodging an appeal. The application must be lodged at the AAT within 20 working days of receiving written notice of the review decision. This time limitation can be extended in limited circumstances by order of the AAT. Full details of the application process and fees payable are available on the AAT s website. An application fee may have to be paid. Applications cannot proceed until the fee has been paid or waived. Applications for fee waiver must be made to the AAT. Refer to the AAT website for more details. Refunds will be paid within 20 working days of Linx Institute receiving notice from the student of withdrawal from classes. Approved refunds are paid by bank transfer to the person who paid the fees, unless this is impracticable and/or unless the person gives us a written direction to pay someone else. Finance Context Associated documents Work Orders and Forms Policy base QMS2_POLC_Formalisation of Enrolment and Written Agreements QMS1_POL_Marketing Information and Practices for All Students QMS7_POL_S&S Fee Administration Policy DOC_ADM_Administrative Fees Schedule FORM_ADM_Refund Request FORM_ADM_Request to Appeal a Decision FORM_ADM_Withdrawal/Deferral Standard 5 Clause 5.3, Standards for Registered Training Organisations (RTOs) 2015

8 Administrative Fees Schedule Description Fee Withdrawal $ Deferral $ *Suspension and reactivation $ Assessment resubmission after 2 nd attempt $ per unit/per attempt Course Extension (Duration) $ per incomplete unit per week Late Fee $ per term (if payment is not received within two weeks into the term Reprinting of Testamurs/SoA/Transcripts $ Non-refundable enrolment deposit $ FFS *Suspension: No payment of tuition fees and more than 60 days non-submission of assessment. CHILDCARE Certificate III in Early Childhood Diploma of Early Childhood AGED CARE Certificate III in Individual Support (Ageing) Certificate IV in Ageing Support DISABILITY Certificate III in Individual Support (Disability) Certificate IV in Disability Support STUDY DURATION FEE TERM FEE PIF FEE PIF TERM FEE 9 months $4, $1, $3, $1, months $7, $1, $5, $1, months $3, $1, $2, $ months $4, $1, $3, $1, months $3, $1, $2, $ months $4, $1, $3, $1, DOC_ADM_AdministrativeFeesSchedule_ Review Date: Version: 1.2

9 COMMUNITY SERVICES Certificate IV in Community Services Diploma of Community Services LEADERSHIP AND MANAGEMENT Diploma of Leadership and Management 9 months $3, $1, $2, $ months $7, $1, $5, $1, months $3, $ $3, $799.80