Purpose and Rationale

The purpose of this policy is to provide information on when Aveling will offer a refund for course cancellations or variations whilst ensuring learners are treated fairly and transparently. Aveling promotes a culture of accountability, fairness, and continuous improvement, while safeguarding the financial interests of both learners and the organisation.

Scope

This policy covers all face to face and online courses, both nationally recognised and non-nationally recognised offered by Aveling.

Statement

Aveling ensures it complies with the VET Quality Framework and Standards for RTOs, including any national directions, policies or guidelines issued by ASQA. This policy is designed to ensure compliance with:

• The Standards for RTOs 2025, particularly Outcome Standard 2 and Clause 4.4, by providing transparent and equitable financial practices.
• The ISO 9001:2015 Quality Management System, by ensuring consistent service delivery, customer satisfaction, and continual improvement.
• Australian Consumer Law, by upholding consumer rights in relation to refunds and cancellations.

Aveling adheres to quality management principles and the requirements of the ISO 9001 Standard.

Responsibilities

• Employees – Employees are responsible for ensuring that the policy is followed.
• Learners – Learners are responsible for advising Aveling if they need to transfer or cancel a course.

Acronyms and Definitions

• Assurance Audit – An audit completed by learners completing nationally recognised online courses to verify identification and ensure that participant completed the course themselves. Assurance audits form part of the assessment for the course.
• Working Days – Defined as Monday to Friday excluding weekends and public holidays.

Associated Documents

Related Legislation

Standards for Registered Training Organisations 2025
Australian Consumer Law

Policy

Notification of cancellations or transfers

All cancellations, transfers or variations to face-to-face course bookings or online courses must be received in writing by email to [email protected].

Transfers

Substitutions

An alternative learner may be substituted for a face-to-face course prior to the commencement of a course at no additional cost.

Non-attendance

If a learner fails to attend a course, no refund will be payable. Learners need to be aware that leaving a voicemail message on Aveling’s answering service outside of business hours the day before the course is not accepted as a notification of cancellation.

If a learner is sick on the day of their course and can support this with a medical certificate, they will be transferred to an alternative date at no charge. However, the learner must be available to complete this training within six months of the original course date.

If the learner has failed to attend due to any other reason no refund will be payable, but a course transfer may be granted at the discretion of the Operations Manager or other Aveling management.

LLND Suitability and Alternative Arrangements

Aveling is committed to ensuring that all learners are placed in training programs that are appropriate to their Language, Literacy, Numeracy, and Digital (LLND) capabilities. In accordance with Standard 2.2 of the Standards for RTOs 2025, if a learner is found to be unsuitable for the booked course based on LLND assessment outcomes, Aveling will offer:

An alternative training product that better aligns with the learner’s current LLND skill level, or

A refund of course fees paid, minus any reasonable administrative or service costs already incurred.

This approach ensures learners are supported in accessing training that meets their needs, while maintaining transparency and fairness in financial practices. Learners will be informed of their options and supported in making a decision that best suits their learning goals.

Exceptional Circumstances

Aveling aims to be flexible and accommodating and recognises that in some cases there are exceptional circumstances where a charge may not be incurred. This discretion applies to cancellations, transfers and non-attendance, as listed above. Exceptional circumstances could include serious illness or injury death in the family natural disaster or financial hardship.

Recognition of Prior Learning (RPL)

Individuals applying for RPL are not eligible for a refund after they have submitted their evidence.

Not Satisfactory/Not Yet Competent

Learners who are deemed ‘Not satisfactory’ or ‘Not Yet Competent’ after an assessment are not eligible for a refund. Depending on the course, learners may be able to resit the course or assessment at no charge. This will be determined at the discretion of the Operations Manager or another Aveling manager or a designated Aveling team member.

Assurance Audit Failure

No refunds will be given if a learner fails to participate in an audit to its successful completion.

Payment

Course completion and acknowledgments may be withheld by Aveling until full course payment is received.

Course Cancellation by Aveling

In the event that Aveling, or any third-party delivering training and assessment on its behalf, closes, cancels or ceases to deliver for any reason, a course or part of a course that a learn is enrolled in, a refund of fees paid for services not provided will be given to the learner by Aveling. Learners who have already been assessed as competent for some units will be issued a Statement of Attainment for these units and the costs of issuing the statement(s), including training, assessment and administration fees, will be deducted from the refund total.

Aveling also reserves the right to cancel any course if insufficient registrations are received. Should this occur, those who registered will be notified and their course fees refunded in full or they will be transferred to another course. Aveling will not be liable for any claims arising from course cancellation.

Unacceptable Behaviour

As per the Behaviour Standard for Learners and Conflict Resolution process, Aveling reserves the right to counsel, and in extreme circumstances, refuse any person from continuing the course if they display inappropriate or disruptive behaviour or are found to have plagiarised an assessment.

Aveling personnel will, in the initial instance, advised the individual of any inappropriate behaviour which could include but is not limited to, disruptive individuals, anyone displaying a reluctance to participate or anyone attempting to encourage other learners into obstructive behaviour. If following such counselling, the individual continues their disruptive behaviour, they will be formally warned. If after this, such behaviour continues, they shall be asked to leave the course.

If an individual is abusive, appears under the influence of alcohol, banned substances or threatens other learners or Aveling personnel, they will be removed from the course and may be asked to leave the premises.

For a learner who has been booked onto a course by a company, the company will be contacted and advised if a learner is asked to leave a course and the reason for the action.

In the instance of unacceptable behaviour or plagiarism, no refunds or transfers will be given.

Complaints

In the event that a learner or client is dissatisfied with the outcome of a refund request, the Aveling complaints and appeals policy can be accessed at any time.

Breach of Policy

Any activity undertaken by an Aveling Worker which represents a failure to meet these obligations may be determined as misconduct or serious misconduct, resulting in:

• Disciplinary action, up to and including termination of employment or contract
• Loss of Aveling’s RTO registration

V5.3 November 2025