Surface Extraction

Refund Policy

If a refund is requested prior to commencement of the course, a full refund minus the initial non-refundable administration/materials fee will be given. Any request for a refund must be on the Refund form available at the office and included in the student information package.
 

If a student/client wishes to change enrolment to another course delivered by Affordable Industry Training fees paid (minus the non-refundable portion) are transferable to the new course. A second administration/materials fee will be charged. If the student/client is transferring to a course of the same qualification/level the Administration/material fee will be 50% of the original administration/material fee.
 

Once training has commenced in the course/competency no refund is available to students who leave prior to finalising the course/competency unless the student/client can provide a medical certificate or show extreme personal hardship. In this case, fees may be refunded on a pro-rata basis, minus the administration/material fee. Refunds are at the discretion of the owner of Affordable Industry Training. However if a student wish to complete a course/competency in a future course, the remainder of the original fee can be credited towards that course, providing the course is within six (6) months of the original course. A student should request an “Application for refund form” from the office.
 

Should Affordable Industry Training cancel a course, students/clients are entitled to a full refund including administration/materials fee (or pro-rata adjusted refund) or a transfer of funds to another course, or remaining funds credited to another RTO for completion. In this event students/clients will be given their preferred option.
 

Concessional student status applies when:

• the student holds a Health Care concession card or Pensioner concession card issued under Commonwealth law, or is the partner or a dependant of a person who holds a health care concession card or pensioner concession card, and is named on the card
• the student provides the training provider with an official form under Commonwealth law confirming that the student, his or her partner, or the person of whom the student is a dependant, is entitled to concessions under a health care or pensioner concession card
• the student is an Aboriginal or Torres Strait Islander
• the student is a school student and is enrolled in a VETiS
• program (may include youth in detention)
• the student has a disability
• the student is an adult prisoner.

Complaints

Complaints procedures are designed to resolve differences, and bring about benefits with due regard for the interest of the trainee and Affordable Industry Training. The procedures are based upon conciliation and mediation rather than arbitration.
 

On initial receipt of a verbal complaint the trainer will listen to the student/client and make a determination as to whether there is any validity to the complaint. This must be done in an open non-defensive and receptive manner. If possible the complaint is to be resolved at this stage, without compromise to the integrity of the competency standards or Affordable Industry Training.
 

If the complaint cannot be resolved at this time, then a complaint form (Complaints Form) is to be filled in with full details of the complaint with any required attachments.
 

The complaint is then to be reviewed by an owner of Affordable Industry Training and a determination made as to the validity of the complaint. This must be done as soon as possible but must be completed within 14 days of receipt of the complaint. The student/client must then be notified of the result of the review and a full explanation of the reasons for the decision on the response form. A copy of the results and any correspondence to the student/client is to be made and filed in the students file, with copies retained by the assessor. The assessor/owner must include in the correspondence to the student/client information that if they are not satisfied with the result of the review a further request for review can be made to the owner of Affordable Industry Training who will then forward the details of the complaint to an independent person (someone not involved in the process to this stage) who will check the validity of the reasons for the decision and reply within 14 days.

If the complaint is of a nature to preclude the assessor from making an objective decision eg: Conduct of the Assessor/staff, then the complaint is to be immediately directed to an owner of Affordable Industry Training for action.
 

In the event that a Complaint or Grievance cannot be resolved internally, advice on who the student/client should contact to seek further assistance is to be given. Please ring office on 3863 1399 to receive a complaints form to fill out if needed.

Appeals

An appeal would occur when a student is dissatisfied with their assessment result. (ie. Disagrees with a Not Yet Competent result)
 

Firstly, you should consult verbally with your Trainer and Assessor, within 5 days of the outcome date, to see if you can resolve the issue by gaining further information and understanding of the decision. If you are not satisfied you can then complete an Appeals Form along with any supporting evidence to the AIT Compliance team (this should occur within 7 days of first consultation).
 
The appeal will be reviewed by the compliance team then another Trainer and Assessor will review the assessment in question and reply on the appeals form. You will be advised of the appeals outcome within 10 working days of submission of the Appeals Form. If you are still not satisfied with the outcome you can request for your appeal to be reviewed by the RTO Manager. They will arrange, if required, a review panel comprised of representatives from the RTO and outside experts to thoroughly examine the appeal. You will be advised of the outcome within 10 working days
 

In the event that an appeal cannot be resolved internally, advice on who the student/client should contact to seek further assistance is to be given. Please ring office on 3863 1399 to receive an Appeals form to fill out if needed.

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