DEFINITIONS
ASQA means Australian Skills Quality Authority, the national VET regulator and the RTO’s registering body
DTET means the Department of Trade, Employment and Training
Standards means the 2025 Standards for Registered Training Organisations (RTOs) from the VET Quality Framework
POLICY
1. Protection of fees paid in advance
TLC Training Solutions protects the fees that are paid in advance by students.
TLC Training Solutions does not require a student to ever pay more than $1500 in advance for services not yet provided, either prior to course commencement or at any stage during their course.
2. Fees and refund information
Prospective and current students are advised of the fees associated with a course on the relevant Course Outline and on the Payment Schedule. In compliance with the Standards and State funding agreements, information regarding fees is provided prior to acceptance of enrolment.
Fee information includes:
All relevant fee information including fees that must be paid and payment terms.
Deposits and refund information and conditions relating to these.
The learner’s rights as a consumer.
3. Inclusions in course fees
Unless otherwise specified, course fees include all the training and assessment required for students to achieve the qualification or course in which they are enrolling.
Course fees include the issuance of a testamur and record of results and/or statement of attainment. For additional copies or re-issuing of any of these documents an additional fee is applicable.
4. Overdue payments
Students who are having trouble in paying their fees are invited to call our office to make alternative arrangements for payment during their period of difficulty.
TLC Training Solutions reserves the right to suspend the provision of training and/or other services until fees are brought up to date. Students with long term outstanding accounts may be withdrawn from their course if payments have not been received and no alternative arrangements for payment have been made.
5. Refunds
Any refund applicable and how it is to be calculated will be dependent on the mode of study your enrolment is linked to.
Traineeships and Apprenticeships
State funded traineeships and apprenticeships have fees supported by funding provided by DTET. Regardless of who is paying (yourself or the third party) all State funded traineeships and apprenticeships have the following refund policy applied.
Provision of Credit Transfers will reduce fees if credits are provided on a certified Statement of Attainment or TLC can authenticate the transcript with the issuing Registered Training Organisation or we have access to your USI account. The total fee is reduced by $1.60 per nominal hour of each unit in which a credit transfer applies. For concession students, the fee will be calculated at 40% of this fee. Refunds will be provided where fees paid to date are more than the new fee calculation.
In the unforeseen circumstance where TLC Training Services loses funding or has its State funding agreement terminated, no fee will be applied to units not yet completed at time of cancellation. A fee of $1.60 per nominal hour of each unit commenced will be charged and fees adjusted accordingly. For concession students, the fee will be calculated at 40% of this fee. Refunds will be provided where fees paid to date are more than the new fee calculation.
Students who withdraw from a course of own choice and wish to seek a refund following cancellation must provide to TLC Training Solutions the appropriate cancellation form outlining reason. If the request to cancel is accepted by all parties (your employer and DTET) the amended fee is calculated on units commenced (regardless of whether they are completed) at time of cancellation. A fee of $1.60 per nominal hour of each unit commenced will be charged and fees adjusted accordingly. For concession students, 40% of this fee will be charged. Refunds will be provided where fees paid to date are more than the new fee calculation.
The cancellation process requires an audit of your student file to ensure compliance.
Refunds can be appealed following our Complaints and Appeals Policy and Procedure.
Carer Start and Career Boost - General Traiing Pathways.
Both funded programs require a co-contribution fee with remainedr of fees supported by funding provided by the DTET. Regardless of who is paying the co-contribution fee (yourself or the third party) all programs have the following refund policy applied.
Provision of Credit Transfers will reduce fees if credits are provided on a certified Statement of Attainment or TLC can authenticate the transcript with the issuing Registered Training Organisation or we have access to your USI account.
The total fee is reduced by:
Certificate III - $15 per unit in which a credit transfer applies. For concession students, the fee will be calculated at $6 per unit
Diploma - $20 per unit in which a credit transfer applies. For concession students, the fee will be calculated at $8 per unit.
In the unforeseen circumstance where TLC Training Services loses funding or has its State funding agreement terminated, no fee will be applied to units not yet completed at time of cancellation.
Students who withdraw from a course of own choice and wish to seek a refund following cancellation must provide to TLC Training Solutions the appropriate cancellation form outlining reason. The amended fee is calculated on units commenced (regardless of whether they are completed) at time of cancellation. The total fee is reduced by the amounts outlined above.
No refunds apply to expired enrolments.
The cancellation process requires an audit of your student file to ensure compliance.
Refunds can be appealed following our Complaints and Appeals Policy and Procedure.
PROCEDURE
A. Student contribution fees
State funded Traineeships and Apprenticeships Trainees and Apprentices (or their employer depending on who is responsible for fees) will be invoiced the student contribution fee applicable to each cluster of units as they are commenced. Invoices must be paid within 7 days. For approved payment plan arrangements, a minimum payment of $50 per week is required to be paid against fees due however fees must be paid in full prior to final assessment visit.
Career Start and Career Boost - General Training Pathways The student (or their employer depending on who is responsible for fees) will be invoiced the co-contribution fee on acceptance of their enrolment. Invoices must be paid within 7 days. The Acceptance of Enrolment visit will not proceed without payment. |
B. Receiving payments All invoices are emailed. Copies of invoices are retained on your student file. Payments may be made by direct debit. TLC will record payments against the relevant invoice on Xero. TLC will provide the student with a receipt on final payment or at any time when requested. |
C. Managing overdue fees TLC will send out statements monthly to students to show outstanding fees. Trainers and admin staff will call students where payments are more than 14 days overdue. Any student with an invoice past 40 days due will be referred to the debt collection agency. The Training Manager will discuss with the student and employer (if relevant) about suspending training until fees are brought up to date. If training is suspended a letter is sent to the student and employer (if applicable) advising of suspension until payment is made. Where fees continue to be unpaid, the Training Manager may consider cancellation of the enrolment. |
D. Processing refunds If a course is cancelled by TLC Training Solutions, students who have enrolled and paid their co-contribution fee will be automatically issued a refund. Students who withdraw from their course and seek a refund are to make a request for a refund in writing. To assess a refund due, TLC will consider the services the student has received. Consideration will be given to the following: TLC Training Solutions will then: Consider the costs incurred as per above, plus the fees paid by the student and calculate a suitable refund. Have the refund approved or rejected by the CEO. Notify the student in writing of the outcome of the refund assessment and make payment of refund where applicable. Keep a copy of the refund assessment on the student’s file.
N/B: A refund will NOT apply to: Any units / clusters commenced where some training has occured. Enrolments that have been cancelled where no notice was given, and the student has become inactive and noncontactable. Expired enrolments.
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