Your rights and responsibilities
Clients of the RTO will be treated professionally and courteously and will be provided with a positive learning environment. In return, it is expected that you conduct yourself during training according to the legislation that relates to behaviour in the workplace.
Refund policy and consumer protection
You can change your mind about enrolling in the course for up to 10 days after we have received your enrolment form and all monies will be returned. After 10 days and before the commencement of training, if you do not wish to proceed, an 80% refund will be provided within 20 working days. Refunds after this time are at the discretion of the CEO.
Issuing of a qualification and statement of attainment
Successful completion of all units and payment of all fees is required for the issue of a qualification. Where a student completes only part of the course and withdraws, a statement of attainment will be issued for the units that have been completed, if payment has been made. Where a student's work is not satisfactory, they will have the opportunity to make two further submissions. If you require a third reassessment a fee of $500 will apply.
Access to records
Clients who have completed their study can request access to their records, for example, a reissuing of their Statement of Attainment or qualification if they have misplaced their original, for a fee of $60+GST. Access to records is authorised by the CEO taking into consideration Academic Pavilion's Privacy policy, which among other things, prevents disclosure of client information without their written consent. Your vocational education and training record will also be available under your Unique Student Identifier at usi.gov.au
Complaints and appeals process
Complaints about any aspect of Academic Pavilion may be made verbally or in writing.
1. Initially, a verbal complaint received by any employee or contractor must be raised with the CEO. The employee or contractor (such as trainer) will document the complaint with the CEO who will investigate, make a decision and record the outcome. If the person who made the complaint is still dissatisfied, they may appeal in writing to the CEO.
2. When a written complaint – appeal – is received the RTO will convene a panel composed of the CEO, trainer and an independent person to review and assess the complaint. The complainant will be given an opportunity to represent their case.
3. The complaint and grievance committee will make a decision and advise the complainant of this decision and its reasons within 15 working days.
4. Where appropriate, Academic Pavilion will revise its policies and procedures to prevent the cause/s of the complaint / grievance
5. If the appellant is still not satisfied they are advised to take up the matter with ASQA, who do not, however, intervene on assessment decisions made by the RTO. Contact ASQA at GPO Box 9928 Melbourne, VIC; W http://www.asqa.gov.au/; T 1300 701 801