Fee Administration and Refund Policy

RELEVANT STANDARD(S): Outcome Standard for NVR Registered Training Organisations Quality Area 2, Information, Standard 2.1 and 2.2 and Quality Area 4, Risk Management, Standard 4.3 and Compliance Standards for NVR Registered Training Organisations and Fit and Proper Person Requirements Part 2, Division 1, Section 7 and 8, Division 2, Section 9 and 14 and Division 3, Section 17 and 18

Purpose

SkillRise Training Pty Ltd t/a SkillRise Training is committed to ensuring transparency, fairness, and accountability in the administration of student fees and refund processes. This policy supports compliance with the Outcome Standards for Registered Training Organisations 2025 and relevant sections of the Compliance Standards and Fit and Proper Person Requirements. It ensures that all prospective and enrolled students receive accurate, accessible, and timely information about fees, charges, and refund arrangements.

The policy also outlines SkillRise Training’s commitment to protecting prepaid fees and applying consistent, fair procedures when managing student payments, outstanding debts, and refund requests. This supports sound financial management and risk mitigation across the organisation.

Scope

This policy applies to all fee-related processes within SkillRise Training, including the setting, communication, collection, and refunding of student fees. It covers all training products and services offered by SkillRise Training, regardless of delivery mode or funding source. This policy applies to:

• Prospective and enrolled students (including those under third-party or subcontracting arrangements)
• Domestic fee-for-service students
• Students accessing government-funded training (where applicable)
• SkillRise Training staff involved in enrolment, admissions, finance, and student support
• Third-party providers authorised to deliver training or recruit students on behalf of SkillRise Training

It does not apply to products or services that are not part of the RTO’s registered scope or offered outside the VET framework.

Policy Principles

SkillRise Training follows the principles outlined below to ensure transparency, accuracy, and accountability in the administration of student fees and refund arrangements:

1. Pre-enrolment Disclosure

Prospective students and employers (where applicable) are informed of all course fees, including applicable refund conditions, prior to enrolment. This ensures decisions to enrol are made with full awareness of any financial obligations.

1. Accessibility and Transparency

The Fee Administration and Refund Policy is made accessible to staff, prospective students, and enrolled students via [insert platform, e.g. the RTO’s website or Learning Management System]. It outlines:

1. • the breakdown of tuition and incidental fees
   • any compulsory or additional charges
   • methods of fee collection
   • the process for recovering overdue or outstanding student fees.

1. Incidental Fees and Third-Party Options

Where incidental fees are applicable, SkillRise Training informs students of the nature and purpose of the fee and advises that students may choose to obtain required goods or services independently from external suppliers. This aligns with consumer protection principles and supports student choice.

Fee Administration

SkillRise Training charges fees only for nationally recognised training products that are listed on its current scope of registration and in accordance with its published fee schedule and this policy.

Key administrative practices include:

• Maintaining accurate and up-to-date records for all student fee transactions, including payments received, waivers or exemptions applied, payment plan arrangements, and any refunds issued.
• Requiring payment of course fees prior to the commencement of training, unless a formal and approved payment plan is in place.
• Offering pre-payment options to support student access and reduce financial barriers.
• Applying standard published fees for all Fee-for-Service (FFS) students, ensuring consistency and fairness.
• Allowing for third-party payment of fees (e.g. by an employer or sponsor), where such arrangements are clearly documented, authorised by all parties, and confirmed prior to enrolment.
• Implementing and maintaining appropriate fee protection measures such as Tuition Protection Scheme (TPS) participation (if applicable), trust accounts, or insurance to safeguard fees paid in advance beyond $1,500 per individual.
• Where students are enrolled under a government funding or subsidy arrangement, SkillRise Training ensures all eligibility, co-contribution fees, exemptions, and concessions are clearly communicated before enrolment and applied fairly according to program guidelines.

Fee Payment Arrangements

SkillRise Training implements robust financial controls to protect student fees paid in advance. In accordance with the Compliance Standards for Registered Training Organisations 2025, SkillRise Training applies approved fee protection measures whenever prepaid fees exceed $1,500 per individual per course.

To support equitable access to training, SkillRise Training offers flexible, structured payment plans. Unless compliant fee protection arrangements are in place, students are not required to pay more than $1,500 in advance for any course.

Payment options are discussed and agreed upon during the enrolment process to ensure they suit each student’s financial circumstances. Students may choose from a range of payment methods, including:

• instalment payments
• credit card
• direct debit
• cheque
• electronic funds transfer (EFT)

All course fees must be paid in full before any AQF certification documentation (e.g. qualification or Statement of Attainment) can be issued.

If a payment becomes overdue by more than 14 calendar days, SkillRise Training reserves the right to suspend the student’s access to training and assessment until the account is settled. In such cases, the student will receive written notice detailing the outstanding amount and the impact on their training.

SkillRise Training recognises that students may experience financial hardship and encourages affected students to contact the Student Support Team at [insert email address]. Flexible payment plans and other support arrangements may be considered on a case-by-case basis.

Outstanding Student Fees

When a student does not pay by the agreed due date, SkillRise Training may temporarily suspend access to training and assessment services. Written notification will be provided to the student outlining:

• the amount overdue
• the consequences of non-payment
• the process for reinstating access once the payment is made

If training has been suspended due to non-payment, a recommencement fee may be charged to cover administrative and re-enrolment costs. This fee is published within this policy for transparency.

SkillRise Training will not issue any AQF qualifications or Statements of Attainment to students who have outstanding fees at the time of course completion.

Information about the management of overdue fees, including possible consequences and steps to resolve outstanding amounts, is clearly communicated during enrolment and is also available in this policy for student reference.

Refund Policy Principles

SkillRise Training ensures its refund policy is publicly accessible to prospective students, current students, employers (if applicable), and staff. The policy is available via [insert official platform, e.g. the RTO’s website, Learning Management System, or student portal].

1. Transparency and Pre-Enrolment Disclosure

Prospective students are informed of this refund policy prior to enrolment so they can make well-informed decisions. The policy clearly explains the conditions under which refunds may or may not be approved.

2. Alternatives to Withdrawal

Students are encouraged to explore reasonable alternatives to withdrawal—such as deferment, course transfer, or flexible delivery options—before requesting a refund.

3. Refund Application Process

All refund requests must be submitted in writing, using one of the following:

1. Email
2. Letter
3. Official Refund Request Form

4. Refund Period and Eligibility

Refunds are only granted when cancellation occurs within the specified Refund Period outlined in Annex A of this policy. Refunds outside of this timeframe will not be granted, except under compassionate or exceptional circumstances at the discretion of the CEO or delegate.

5. Assessment of Requests

Refund applications are assessed against the eligibility criteria listed in the Refund Request Form. Where criteria are met and no fees are outstanding, an applicable refund will be processed, less any non-refundable administrative fee.

6. Withdrawal Notification and Statement of Fees

Students who withdraw must submit a written notice of withdrawal. Once received, SkillRise Training will issue a statement of fees showing all fees paid and any refund amounts issued.

7. Refund Timeframes

Approved refund applications will be processed within 2 weeks of receipt, with disbursement completed within 4 weeks.

8. Non-Refundable Administration Fee

A non-refundable administration fee of $200 applies to all refunds related to voluntary withdrawal by the student.

9. Refund Recipient

Refunds will be issued to the original payer (e.g. student, employer, or third party) unless otherwise approved.

10. Situations Where Refunds Are Not Granted

Refunds will not be provided under the following circumstances:

1. The student has commenced the training or unit
2. The student withdraws due to changes in personal or employment circumstances, such as relocation or job loss
3. The student partially completed the training but did not meet full course requirements
4. The training involves Recognition of Prior Learning (RPL) or Credit Transfer services already delivered

11. Compassionate or Exceptional Circumstances

In rare cases involving compassionate grounds or exceptional hardship, partial refunds may be considered for students who have commenced training. These are assessed at the discretion of the CEO or their delegate.

12. Provider-Initiated Cancellations

If SkillRise Training cancels a course, students are entitled to a full refund of fees paid. Where possible, the student will be offered the option to transfer to an equivalent course.

13. Additional Conditions

Specific refund scenarios and refund amounts are outlined in Annex A – Refunds Table, which forms part of this policy.

Monitoring and Improvement

The Administration Coordinator of SkillRise Training is responsible for overseeing compliance with this policy and ensuring that refund requests are processed accurately and promptly by the Administration Team. The CEO and/or Administration Coordinator are also responsible for implementing continuous improvement practices related to the fee administration and refund policy.

As part of this responsibility, SkillRise Training undertakes regular reviews of its fee structures to ensure they remain fair, competitive, and reflective of the true costs of training delivery. Fees may be reviewed and adjusted annually or as needed. Any changes to fees are communicated to students prior to enrolment or as soon as practicable if adjustments affect existing students.

In support of compliance and consistency, all staff involved in student enrolment or fee administration are provided with training on this policy. This ensures that all communications with prospective and current students, as well as with employers or third-party payers, are clear, accurate, and aligned with the standards and obligations outlined in this policy.

SkillRise Training ensures that all staff, including those from third-party providers involved in recruitment, enrolment, or administration, are informed of and adhere to the provisions of this policy. Ongoing monitoring and internal reviews are conducted to identify areas for improvement, inform updates to this policy, and maintain compliance with the Outcome Standards for Registered Training Organisations 2025 and applicable legislative requirements.

Annex A

RTO Name

1. Refunds for enrolments are subject to a refund formula outlined in the annex.
2. The Refund Period is defined as 14 calendar days from the enrolment date.

Refund Type	Description	Notification Requirements	Non-refundable Fee	Refund
Enrolment cancellation / withdrawal within the refund period	– For all individual units NOT commenced – For all individual units commenced	– In writing, within the refund period	$200 administration and processing fee	– Full refund less the administration and processing fee – Future payments may be cancelled for students under payment plans
Withdrawal from course beyond the refund period	Withdrawal from training for all individual units commenced, attended, or completed within the qualification / accredited course	– In writing, any day beyond the refund period	$200 administration and processing fee	– No refund, or – In some cases, at the discretion of the RTO, a 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	$200 administration and processing fee	No refund
Course Cancellation	Cancellation of a course by the RTO (for any reason)	N/A	$200 administration and processing fee	Full refund or enrolment into a different qualification
Withdrawal – not of their own accord	Where training ceased due to RTO closure	N/A	N/A	A full refund or referral to a different service provider