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OVERVIEW |
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PUBLIC-FACING |
Student Information
Domestic
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Strategix will refund any fees paid according to the Strategix’s Fee Refund Information Sheet. Any monies to be refunded are paid direct into the student’s bank account via Electronic Funds Transfer (EFT) within seven (7) days. Please contact Strategix for further information. International Student Specific Refund InformationGenerally no refund is due after course commencement, should there be extenuating circumstances and consideration of a refund (full or proportionate) may be applicable. The Enrolment fee is non-refundable. If your refund application is denied you will be notified in writing. International student funds will be held in credit for up to 12 months for you to return to study. Please contact Strategix if you require further information. Refer to the Tuition Protection Service section of this Handbook for information about if Strategix is ceases to trade. |
Consumer Rights
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Strategix’s policies and procedures are in line with your consumer rights as a learner. More information on your rights as a consumer can be found here on the Australian Competition and Consumer Commission website. |
Fee Refund Information Sheet
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This information applies to individual students and any organisation (employer etc.) or guarantor responsible for a student’s fees and charges. The availability of complaints and appeals processes does not remove the right of the student to take action under Australia’s consumer protection laws. Strategix, must comply with relevant legislation provisions. Refund RequestsTo qualify for a refund, you must first identify the funding or payment agreement/type made with Strategix. This will inform you of any specific eligibility criteria or other requirements that apply. Refer to the Refund Eligibility Criteria section for further information on this. Examples of situations where refund requests will be actioned include:
Fees and charges may not be refunded if a student withdraws after the course has commenced, except for in extenuating circumstances and contractual situations. Extenuating CircumstancesYou may apply for consideration of a refund (full or proportionate) in situations of extenuating circumstances, such as:
*Circumstances beyond your control does not include common changes to personal circumstances, such as moving house, changes in relationships or living arrangements, changes in the level of commitment to completing the study, or short term sickness or minor injury, etc. Please note: Being unwell for one (1) week does not justify being unable to complete the course. You must make every effort to complete the course including requesting an extension, before consideration will be given regarding a refund. Any application for a refund based on medical grounds must include a doctor’s certificate that indicates it is reasonable to assume that the illness/injury prevented completion of the course, and that the illness/injury was not a pre-existing condition. **Where a visa application is refused before commencement of the course, Strategix will refund fees in full except for:
If a student’s current visa is expiring and a new visa was not granted and the course has commenced, Strategix will refund the unused portion of the prepaid tuition fees less the enrolment fee. Evidence must be provided to Strategix for any extenuating circumstances. Non-Refundable SituationsA student is not eligible for a refund where a student has defaulted. This includes:
*Except for WA and VSL (Census Date applies) Apply for a RefundStudents can apply for a refund through either the Withdrawal Form (as part of the withdrawal process) or the Refund Request Form, both can be found on Strategix’s website. Supporting documentation should be provided when applying for a refund. Failure to supply sufficient supporting documentation will delay the refund process. Approval If approved, your refund will be processed within four (4) weeks from the point of Strategix receiving the completed application, not from the point of being notified of the refund approval. Generally, any monies to be refunded will to be paid direct into the nominated bank account via EFT (Electronic Funds Transfer), all refunds are made in Australian Dollars. The total refund amount may be affected by bank charges/fees made by bank draft or electronic transfer. Where possible, refunds into international bank accounts may be deposited by a local account through Cohort Go, this is to reduce transfer fees and any international exchange fees. Refusal Provider Default or CancellationStrategix reserves the rights to cancel or postpone any course prior to the scheduled commencement dates, should it be necessary. In such circumstances, if the course is postponed by more than 4 weeks, and if the student is unable to enrol into a similar course at Strategix, all fees will be refunded. If, in the unlikely event that Strategix is unable to provide the program or unable to deliver a course/program in full, or an offer of a place is withdrawn, a student will be offered:
Refund Eligibility Criteria (Based on Payment)Refund Requests Prior to Commencement Course / Funding Source
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PUBLIC-FACING |
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POLICY |
Policy and Student Facing Information
Domestic
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Strategix will refund any fees paid according to the Strategix’s Fee Refund Information Sheet. Any monies to be refunded are paid directly into the student’s bank account via Electronic Funds Transfer (EFT) within seven (7) days. Please contact Strategix for further information. International Student Specific Refund InformationGenerally, no refund is due after course commencement, should there be extenuating circumstances and consideration of a refund (full or proportionate) may be applicable. The Enrolment fee is non-refundable. If your refund application is denied you will be notified in writing. International student funds will be held in credit for up to 12 months for you to return to study. Please contact Strategix if you require further information. Refer to the Tuition Protection Service section of this Handbook for information about if Strategix ceases to trade. |
Consumer Rights
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Strategix’s policies and procedures are in line with your consumer rights as a learner. More information on your rights as a consumer can be found here on the Australian Competition and Consumer Commission website. |
Fee Refund Information Sheet
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This information applies to individual students and any organisation (employer etc.) or guarantor responsible for a student’s fees and charges. The availability of complaints and appeals processes does not remove the right of the student to take action under Australia’s consumer protection laws. Strategix must comply with relevant legislation provisions. Fees and charges may not be refunded if a student withdraws after the course has commenced, except for in contractual situations and/or extenuating circumstances (see below for full details). Requests Prior to CommencementStudents who withdraw prior to course commencement will be provided refunds under the following criteria:
Refund Requests After Course CommencementExcept for in extenuating circumstances, tuition fees may not be refunded if a student withdraws after the course has commenced:
| Withdrawals prior to the training commencing will be able to withdraw without penalty and receive a full refund of fees paidFee For Smart and Skilled
Course / Funding Source Refund Criteria Strategix College (VFH/VSL)
| No refund is due after training has commencedQueensland VET Investment Programs
All Students For subjects where credit transfers are identified prior to commencement. Refund Requests After Course Commencement
Withdrawals after course commencement will receive a pro-rata refund, which will be calculated based on the progress of the individual student. Workplace Traineeships (QLD) A pro-rata refund will be calculated based and applicable only on the progress of the individual student. Fee For service and Non-accredited A pro-rata refund will be calculated based on the progress of the individual student. International College
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Refund Information included in Fact Sheets
QLD - VET Investment Programs, VETiS Plus and QLD JT
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Strategix will refund in full any course fees, where a request to withdraw is received seven (7) days prior to course commencement. No refund is due when a withdrawal is within seven (7) days prior to commencement or after training has commenced, except for extenuating circumstances. Refer to the Fee Refund Information Sheet for full details. |
QLD - User Choice
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In the event a trainee either cancels their training contract or nominates to change to another Supervising Register Training Organisation (SRTO), the student contribution fees paid will be reimbursed to the trainee, where the trainee has not undertaken the training, or a proportionate refund has been provided, where they have withdrawn from a unit of competency/ module. For additional information refer to the Fee Refund Information Sheet for full details. |
WA - All Programs
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Students may be eligible for a refund of fees where:
Refer to the Fee Refund Information Sheet for full details. |
SA - All Programs
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Strategix will refund in full any course fees, where notification of cancellation is received seven (7) days prior to course commencement. No refund is due after training has commenced. Strategix will provide negotiated refunds after commencement of a course in accordance with the following special circumstances:
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POLICY |
Refund Policy
This policy applies to Individual students and any organisation (employer etc.) or a guarantor responsible for a student’s fees and charges. This policy and procedure, and the availability of complaints and appeals processes, does not remove the right of the student to take action under Australia’s consumer protection laws. Strategix must comply with relevant legislation provisions.
The following sections outline the conditions surrounding refunds in relation to:
Provider default or cancellation
Student withdrawals
Extenuating circumstances.
Provider Default or Cancellation
Strategix reserves the right to cancel or postpone any course prior to the scheduled commencement dates, should it be necessary. In such circumstances, if the course is postponed by more than 4 weeks, and if the student is unable to enrol into a similar course at Strategix, all fees will be refunded. If the course is cancelled and if a student is unable to enrol into a similar course at Strategix.
If in the unlikely event that Strategix is unable to provide the program or unable to deliver a course/program in full, or an offer of a place is withdrawn, a student will be offered:
A refund:
Full (if not commenced) or pro rata (if commenced) refund of tuition fees paid
Re-credit of the entire Tuition Fee paid to date where Strategix College assisted courses have passed the Census Date
A place in an upcoming course
Referral to another course of study
Referral to another provider.
Student Withdrawals
Refund requests prior to commencement – Students who withdraw prior to course commencement will be provided refunds under the following criteria:
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Course / Funding Source
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Refund Criteria
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Strategix College (VFH/VSL)
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Withdraws from on or before the Census Date of each semester are due a refund of the fees relating to that semester of study
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Queensland VET Investment Programs
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Withdrawals (7) days prior to the course commencing, are due a refund. Withdrawals within seven (7) days forfeit their co-contribution fees.
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Workplace Traineeships (QLD User Choice and NSW Smart and Skilled)
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Withdrawn prior to course commencing will receive a refund of fees paid. If withdrawn after course commencement and participated in some training, student is due a refund for units not yet commenced.
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Fee for service and Non-accredited
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Withdrawals (7) days prior to the course commencing are due a refund
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International College
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Withdrawals (28) days prior to the course commencing, are due a refund
Withdrawals inside (28) days of the course commencing will incur a cancellation fee of 25% of the tuition fees
Administrative and Enrolment fees are non-refundable.
Re-issue of CoE’s fees charged are non-refundable
If your refund application is denied you will be notified in writing and your funds will be held in credit for up to 12 months for you to return to study. Tuition Fees are not transferable to another person or institution but may be transferred to another course within Strategix. If the course has a higher fee, students must pay the difference.
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Skilled Careers (SA)
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Withdrawals (7) days prior to the course commencing, are due a refund
Withdrawals within seven (7) days forfeit their co-contribution fees.
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Priority Industry Training (WA)
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Withdrawals must be prior to the census date (20% of Unit of Study duration). A student is not given a place due to maximum number of places being reached
Refund requests after course commencement – Except for in extenuating circumstances, tuition fees may not be refunded if a student withdraws after the course has commenced:
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Course / Funding Source
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Refund Criteria
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Strategix College (VFH/VSL)
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Extenuating Circumstances once student has passed the census date – VSL Re-credit Procedure
Additional credit transfers are identified (Higher Level Skills only)
Administrative and Enrolment fees are non-refundable.
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Queensland VET Investment Programs
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No refund is due after training has commenced
Strategix will provide negotiated refunds after commencement of a course in accordance with the special circumstances as outlined in the information sheet.
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Workplace Traineeships (QLD User Choice and NSW Smart and Skilled)
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A pro-rata refund will be calculated based on the progress of the individual student.
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Fee for service and Non-accredited
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A pro-rata refund will be calculated based on the progress of the individual student.
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International College
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Refunds may only be due under extenuating circumstances
Administrative and enrolment fees are non-refundable
Re-issue of CoE’s fees charged are non-refundable
If your refund application is denied, you will be notified in writing and your funds will be held in credit for up to 12 months for you to return to study. Tuition Fees are not transferable to another person or institution but may be transferred to another course within Strategix
Pro-rata refunds of tuition fees will only be made after the commencement date of the course in special or extenuating circumstances (see below).
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Skilled Careers (SA)
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Withdrawals (7) days prior to the course commencing, are due a refund
Withdrawals within seven (7) days forfeit their co-contribution fees.
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Priority Industry Training (WA)
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Extenuating circumstances once student has passed the census date
Strategix will provide negotiated refunds after commencement of a course in accordance with the special circumstances as outlined in the information sheet.
Extenuating Circumstances
A student may apply for consideration of a refund (full or proportionate) in situations of extenuating circumstances, such as:
If the student suffers an illness or injury preventing the student from completing the course
Circumstances beyond a student’s control:
Encountered catastrophic events within the home country
On compelling or compassionate grounds
Visa refusal*.
*International Students (Visa Refusal):
Where a visa application is refused before the commencement of the course, Strategix will refund fees in full except for:
5% of the amount of course fees received; or
$500; whichever is lesser and
The enrolment fee.
If a student’s current visa is expiring and a new visa was not granted and the course has commenced, Strategix will refund the unused portion of the prepaid tuition fees less the enrolment fee.
Evidence must be provided to Strategix any extenuating circumstances.
Non-Refundable Situations
A student is not eligible for a refund in the event of student default. Situations of student default include:
Where a student fails to start the course on the agreed start date or attend class and fails to inform the Strategix in writing*
Misbehaviour by the student that leads to removal from the course
Exceptional circumstances beyond a student’s control do not include common changes to personal circumstances, such as moving house, change in a relationship or living arrangements, changing the level of commitment to completing the study, or short term sickness or minor injury etc**
A breach of student visa conditions by the student (international).
Charges incurred whilst the CoE has been re-issued in the event of cancellation
*Except for WA and VSL (Census Date applies)
**Please note: Being unwell for one (1) week does not justify being unable to complete the course. The student must make every effort to complete the course including requesting an extension before consideration will be given regarding a refund. Any application for a refund based on medical grounds must include a doctor’s certificate that indicates it is reasonable to assume that the illness/injury prevented completion of the course and that the illness/injury was not a pre-existing condition.
Processing Time
Refunds will be processed within four (4) weeks from the date of receiving the completed application. Supporting documentation should be provided when applying for a refund to be assessed. Failure to supply sufficient supporting documentation will delay the refund process.
Refund Method
Generally, any monies to be refunded will be paid directly into the nominated bank account via EFT (Electronic Funds Transfer), all refunds are made in Australian Dollars.
The total refund amount may be affected by bank charges/fees made by bank draft or electronic transfer. Where possible refunds into international bank accounts may be deposited by a local account through Cohort Go, this is to reduce transfer fees and any international exchange fees.
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PROCEDURE |
Fee Refund Procedure
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Steps
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Person Responsible
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Apply for Refund
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Student or Client
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Application Decision
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Administrative Assistant, Director of Studies, Department Manager
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Refund of Monies (if approved)
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Accounts Department
Apply for Refund
Students can apply for a refund through either the Withdrawal Form (as part of the withdrawal process) or the Refund Request Form, both can be found on Strategix’s website.
Application Decision
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Extenuating CircumstancesA student may apply for consideration of a refund (full or proportionate) in situations of extenuating circumstances, such as:
*Circumstances beyond your control do not include common changes to personal circumstances, such as moving house, changes in relationships or living arrangements, changes in the level of commitment to completing the study, short-term sickness or minor injury, etc. Please note: Being unwell for one (1) week does not justify being unable to complete the course. You must make every effort to complete the course including requesting an extension before consideration will be given regarding a refund. Any application for a refund based on medical grounds must include a doctor’s certificate that indicates it is reasonable to assume that the illness/injury prevented completion of the course and that the illness/injury was not a pre-existing condition.
Non-Refundable SituationsA student is not eligible for a refund in the event of student default. Situations of student default include:
*Except for WA and VSL (Census Date applies) **Please note: Being unwell for one (1) week does not justify being unable to complete the course. The student must make every effort to complete the course including requesting an extension before consideration will be given regarding a refund. Any application for a refund based on medical grounds must include a doctor’s certificate that indicates it is reasonable to assume that the illness/injury prevented completion of the course and that the illness/injury was not a pre-existing condition. How to Apply for a RefundStudents can apply for a refund during the withdrawal process or at a later point through the Refund Request Form. Supporting documentation should be provided when applying for a refund. Failure to supply sufficient supporting documentation may delay the refund process. Approval If approved, your refund will be processed within four (4) weeks from the point of Strategix receiving the completed application, not from the point of being notified of the refund approval. Generally, any monies to be refunded will be paid directly into the nominated bank account via EFT (Electronic Funds Transfer), all refunds are made in Australian Dollars. The total refund amount may be affected by bank charges/fees made by bank draft or electronic transfer. Where possible, refunds into international bank accounts may be deposited by a local account through Cohort Go, this is to reduce transfer fees and any international exchange fees. Processing Time - Refunds will be processed within four (4) weeks from the date of receiving the completed application. Supporting documentation should be provided when applying for a refund to be assessed. Failure to supply sufficient supporting documentation will delay the refund process. Refusal Refunds Due to Provider Default or CancellationStrategix reserves the right to cancel or postpone any course prior to the scheduled commencement dates, should it be necessary. In such circumstances, if the course is postponed by more than 4 weeks, and if the student is unable to enrol into a similar course at Strategix, all fees will be refunded. If the course is cancelled and if a student is unable to enrol into a similar course at Strategix. If in the unlikely event that Strategix is unable to provide the program or unable to deliver a course/program in full or an offer of a place is withdrawn, a student will be offered:
How a Refund is ReceivedGenerally, any monies to be refunded will be paid directly into the nominated bank account via EFT (Electronic Funds Transfer), all refunds are made in Australian Dollars. The total refund amount may be affected by bank charges/fees made by bank draft or electronic transfer. Where possible refunds into international bank accounts may be deposited by a local account through Cohort Go, this is to reduce transfer fees and any international exchange fees. |
Refund Information included in Fact Sheets
QLD - VET Investment Programs, VETiS Plus
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Strategix will refund in full any course fees, where a request to withdraw is received seven (7) days prior to course commencement. No refund is due when a withdrawal is within seven (7) days prior to commencement or after training has commenced, except for extenuating circumstances. Refer to the Fee Refund Information Sheet for full details. |
QLD - User Choice
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In the event a trainee either cancels their training contract or nominates to change to another Supervising Register Training Organisation (SRTO), the student contribution fees paid will be reimbursed to the trainee, where the trainee has not undertaken the training, or a proportionate refund has been provided, where they have withdrawn from a unit of competency/module. For additional information refer to the Fee Refund Information Sheet for full details. |
WA - All Programs
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Students may be eligible for a refund of fees where:
Refer to the Fee Refund Information Sheet for full details. |
SA - All Programs
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Strategix will refund in full any course fees, where notification of cancellation is received seven (7) days prior to course commencement. No refund is due after training has commenced. Strategix will provide negotiated refunds after commencement of a course in accordance with the following special circumstances:
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NSW - Smart and Skilled
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Strategix will refund in full any course fees, where a request to withdraw is received seven (7) days prior to course commencement. No refund is due when a withdrawal is within seven (7) days prior to commencement or after training has commenced, except for extenuating circumstances. Refer to the Fee Refund Information Sheet for full details. |
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PROCEDURE |
Fee Refund Procedure
Steps | Person Responsible | |
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| 1 | Refund Received / Identified | Student or Client |
| 2 | Refund Decision | Administrative Assistant, Director of Studies, Department Manager |
| 3 | Refund of Monies (if approved) | Accounts Department |
Refund Received / Identified
The refund process is initiated by the students through requests which may be received from the Withdrawal Form or the Refund Request Form, or when a course coordinator identifies the need for a refund during their administrative processes.
Refund Decision
Refunds are processed and assessed in line with the policy and a decision is made to either approve or refuse the refund.
User Choice Funded Students ONLY
Where a student contribution fee has been charged, a pro-rated refund must be issued for withdrawn units. A student is eligible for a withdrawn unit when they have started an assessment part (note, this does not include commencement activities). Refer to the Student Withdrawal Policy and Procedure for more information. All user-choice students participate in a variety of training and activities prior to undertaking assessment, as such, for any units where Strategix has evidence of participation, e.g. a started assessment, Strategix will issue a pro-rated refund of 25% on student fees. This takes into consideration the training time spent with the student prior to assessment as well as the started assessment.
Refund calculation: 25% x cost of unit
Cost of unit = nominal hours x rate (e.g. $1.60)
Note: you will need to check the nominal hours for each unit in Axcelerate or at ncver
Example: A student withdraws from a course and they have 1 unit which has been started or partially completed and can be claimed as withdrawn and 1 unit that has not been started. The student was charged $1.60 per nominal hour. The withdrawn unit had nominal hours of 60. The cancelled unit had a nominal hours of 40.
Refund:
Withdrawn unit = 25% x (1.60 x 60 hours) = $24
Cancelled unit = 100% x ($1.60 x 40 hours) = $64
TOTAL refund = $24 + $64 = $88.
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Fee for service and Non-accredited Students ONLY Refund criteria: Where tuition fees have been paid, either by the student or a third party (e.g. employer), a refund will be calculated based on the progress of the individual student. Units that have been completed or commenced will be charged in full. Any units not commenced will be refunded. Calculation: Total cost of the course ÷ Total number of units in the course = Unit cost Unit cost x number of units not yet commenced (NYS/NR) = Refund amount Unit cost x number of units completed/commenced (CA, C) = Non refundable Example: A student withdraws from a course and they have completed 2 units, commenced 3, and have 7 that have not yet been started. The student was charged $2,000 for the total cost of the course, with 12 units in total. Refund processed as below:
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Approval
When an application is approved, the student is to be notified of the approval and informed that it the Accounts Department will be processing the refund shortly. The individual who approved the decision must notify the accounts department of the approval. The refund is processed as per step 3 “Refund of Monies”.
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When an application is refused, the student is provided with a written notice stating the reason for the refusal of a refund request within seven (7) days of their application. When a refund has been refused, a student may choose to appeal the decision as per Complaints, Appeals and Consumer Protection Policy and Procedure within thirty (30) days of receiving written notification.
Refund of Monies (if approved)
Once advised, the Accounts Department is responsible for actioning the refund in line with the /wiki/spaces/QD/pages/3038675188. Accounts will should process the refund within four (4) weeks from the point of Strategix receiving the completed application from the student (not from the point of being notified of the refund approval).
Definitions
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Term/Statement
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Explanation
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Cohort Go
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Used by Strategix for refunds to international students in order to reduce international transfer fees when actioning refunds
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DebitSuccess
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Strategix’s chosen direct debit service provider.
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The Tuition Protection Service (TPS)
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The TPS is an initiative of the Australian Government to help international students and eligible domestic students access a VET Student Loan (VSL), FEE-HELP or HECS-HELP (HELP) loan, whose education providers are unable to fully deliver their course of study.
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Fee For Service
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Referring to students who are paying for the course out of their own funds
the refund approval).
Generally, any monies to be refunded will be paid directly into the nominated bank account via EFT (Electronic Funds Transfer), all refunds are made in Australian Dollars.
The total refund amount may be affected by bank charges/fees made by bank draft or electronic transfer. Where possible, refunds into international bank accounts may be deposited by a local account through Cohort Go, this is to reduce transfer fees and any international exchange fees.
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STANDARDS AND REGULATORY REQUIREMENTS |
Authority |
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List here
See Funding
Regulatory Documents
Australian Competition and Consumer Commission Australian Skills Qualilty Authority (ASQA) State Authorities | See Funding | |
Regulatory Documents |
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PIT VFCP 6.8
List the Contract, audit evidence requirements, standards etc. and the applicable section or clause from each document | ||
Approved By | Name here | Details / Decisions: |
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RELATED DOCUMENTS |
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Domestic Student Handbook
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International Student Handbook
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Withdrawal Form
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Refund Request Form
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Payment Contract
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