Policies and procedures

Once an enrolment is processed, refunds, transfers and/or withdrawals can only be arranged in the following circumstances:

• A full refund is processed to either the student or third party when course cancellation is actioned by RCC or in the instance where the student withdraws either verbally or in writing.

• Withdrawal must occur by the student prior to course commencement. Course commencement in this instance refers to where a student has interacted and participated in the relevant Unit of Competency (UOC) in a manner that exceeds mere attendance or accessing training materials.

• A pro rata cancellation fee totalling the charge of one Unit of Competency is charged when:
  
  • A student has been confirmed as having commenced the course by RCC.
  • A student withdraws after course commencement either verbally or in writing.
  • A student fails to return to the course.

• Should a student elect to withdraw from the course, evidence of refund is retained for each unit of competency where no participation in training has been undertaken at the time of cancellation of enrolment.
• A statement of fees is provided to the relevant party, including all fees applied and any fees refunded, if applicable.
• In the event where Credit Transfer or RPL is applicable and modification has been made to the student fee, a pro-rata refund is provided on the amended amount.
• A ‘withdrawal with no penalty’ cut-off is determined by the pro-rated refund. The date is determined at the time of withdrawal.

Written requests for refund detailing extenuating circumstances for students withdrawing from courses will be considered at the discretion of RCC. In the event of exceptional circumstances please contact us on 1800 000 212 to discuss your refund option.

RCC is committed to providing quality training and assessment in accordance with the Standards for Registered Training Organisations (RTOs) 2015. In the case a student wishes to lodge a complaint or appeal, they are encouraged to complete the ‘'Feedback Form’ on our website. Information about RCC’s Complaints and Appeals Policy is available to customers, clients and students via the RCC website and the Student Handbook. You may also lodge a complaint or appeal by contacting us on 1800 000 212.

Our policy is based on providing and maintaining training and assessment services that are fair and reasonable and afford a forum where issues or inadequacies regarding assessment can be raised and resolved. The Complaints and Appeals policy provides opportunity for appeals to be recorded, acknowledged and dealt with in a timely manner.

The object is to ensure that staff, act in a professional manner at all times. This policy provides students with a clear process to register an appeal. It ensures all parties involved are kept informed of the resulting actions and outcomes.

Trainers and students may engage in an informal attempt at resolution to a complaint or appeal in the first instance. High risk complaints and appeals will be referred directly to the Training Services Manager, the Chief Operating Officer (COO) or the Chief Executive Officer (CEO). An outline of the process is as follows:

1. Complaints/appeals must be lodged within seven (7) days of the date of the issue or assessment result notification. All Complaints and appeals are investigated in a manner that is fair to the complainant/appellant*. This involves informing those involved of the allegations and providing those involved an opportunity to present their side of the matter.
2. The complaint/appeal is acknowledged within two (2) business days of it being received by RCC. Where appropriate contact details are provided this will be provided in writing.
3. A resolution of the complaint/appeal is sought as soon as possible with a maximum time of seven (7) calendar days.
4. All complainants/appellants are informed of the final outcome of their complaint. Where an outcome has not been achieved within five (5) working days, the complainant/appellants is informed of the progress of their complaint/appeal until a final outcome is achieved.
5. Where a complaint/appeal is more than sixty (60) business days outstanding without a final outcome, the complainant/appellant will be notified in writing of the reason for the delay. The complainant/appellant will receive regular updates on the progress of the matter.
6. Once a complaint/appeal has been resolved, the complainant/appellant will be contacted by the appropriate RCC employee to confirm they are happy with the outcome and that a resolution has been achieved.
7. If the complainant/appellant is not happy with the outcome, the matter is referred to the CEO. If the complainant/appellant remains unhappy, the matter will be referred to an independent third party for review, at the request of the complainant/appellant. All costs incurred for the third party review will be advised to the complainant/appellant.
8. Any complaints to ASQA will only be accepted where the complainant has exhausted the RTOs internal complaints and appeals processes, and only where the complaint directly relates to a breach of legislation or regulatory requirements which are regulated by ASQA.
9. ASQA is not able to act as the independent third party for reviewing complaints as noted in the ASQA users guide.
10. If the complaint does not relate to a legislative matter the student may engage the Australian Disputes Centre www.disputescentre.com.au and cover any associated costs.
11. Independent avenues/organisations listed below may assist where the complaint is related to their scope of operation:

*A complainant is the person who raises a complaint. An appellant is the person who raises an appeal.

  RCC complaints and feedback policy