1. PURPOSE
BE Logistics Training is committed to deliver high quality services in training and assessment in the transport and logistics sector. The purpose of this policy is to outline the rights of customers in relation to arrangements between BE Logistics Training as the service provider and the customer with respect to accessing refunds and the provision of notification of withdrawal, deferring and cancellations.
2. SCOPE
This policy applies to all transactions for service arrangements entered into with BE Logistics Training and customers.
3. DEFINITIONS
Administration Fees: for the purpose of this policy the term ‘administration fees’ refers to a nominal sum disclosed by BE Logistics Training to compensate for costs related to processing applications, enrolments, refunds, deferrals and/or withdrawals.
Customer: for the purpose of this policy the term ‘customer’ refers to any individual or organisation that is provided with training and/or assessment services by BE Logistics Training.
EFT: for the purpose of this policy the term ‘EFT’ refers to an Electronic Funds Transfer.
4. PROCEDURE
4.1 Refunds
Where a request for a refund is made to BE Logistics Training by a customer, the request is subject to the following terms and conditions;
(i) Enrolment fees are non refundable. These are associated with the costs related to the enrolment process.
(ii) BE Logistics Training does not offer refunds on courses or traineeships that have been delivered under Government subsidised arrangements.
(iii) The request must be made in writing through the Request for Refund, Deferral and/or Withdrawal form.
(iv) Notifications are to be received by BE Logistics Training in writing as per 4.1 (iii) not less than seven (7) days prior to the date of the course. This time frame does not include reasonably expected delays in processing where requests for BE Logistics Training to provide the ‘Request for Refund, Deferral and/or Withdrawal’ form are made. BE Logistics Training will provide confirmation advice to the customer upon receipt of notification. BE Logistics Training will refund the difference of the course cost once the administrative cost has been calculated.
(v) Where notification is not made in writing not less than seven (7) days prior to the date, no refund will be issued to the customer by BE Logistics Training. Any monies paid by the customer for the course will be held to compensate for costs incurred by BE Logistics Training.
(vi) Where compassionate circumstances such as; serious illness or family hardship apply, BE Logistics Training will offer an opportunity to defer to a later date, or offer an alternative course. If the deferral or alternative is unsuitable, and/or there is a request for a refund made, this may be granted at the CEO’s discretion. BE Logistics Training may request a medical certificate to substantiate claims on the grounds of compassionate circumstances where appropriate.
(vii) BE Logistics Training will not refund courses where participants have left before finalising the course, unless conditions outlined within 4.1 (vi) apply. Where early departure occurs, any refunds offered will be calculated on a pro-rata basis (e.g. if 50% of the course has been completed, then only 50% of the fee paid, less administrative costs, will be refunded). Recommencement will be offered for the remainder of the course at a later date as an alternative to refunds.
(viii) Refunds will be provided for credit card payments as a credit to the original credit card. No cash, cheque or other means of monetary refund will be made where the original credit card is not produced for the refund, unless authorised by a Director.
(ix) Where payments are made by bank deposit, cheque or cash to BE Logistics Training, a refund will be provided in the form of a bank deposit (EFT) to the customer’s nominated account.
(x) Customers will be provided with the option to retain the value of the refund in the form of a credit towards other services offered by BE Logistics Training.
(xi) All credits issued by BE Logistics Training are non-transferrable without the approval of the RTO Manager.
(xii) Determinations in relation to refunds will be made within ten (10) working days of receiving an application for a refund.
(xiii) The maximum time in which an application for a refund can be made, post course date, to BE Logistics Training is at the sole discretion of BE Logistics Training.
(xiv) Any appeals related to determinations on refunds will be dealt with in accordance with the RTO’s complaints and appeals policy.
Note: This agreement and the availability of complaints and appeals procedures, does not remove the customer’s right to take action under Australia consumer protection laws. The RTO’s dispute resolution processes do not circumscribe the customer’s right to pursue other legal remedies.
4.2 Cancellations
BE Logistics Training will endeavour to provide all advertised dates for courses, however BE Logistics Training may elect to cancel or change courses or dates at its discretion. Cancellations will be subject to the following terms and conditions;
(i) BE Logistics Training reserves the right to terminate any course, or request the departure of any participants on reasonable grounds. In such an event refunds will not be offered. BE Logistics Training identifies reasonable grounds to include, but not be limited to; acts or omissions of any participants placing themselves or others at risk, serious breaches of BE Logistics Training’s policies and/or breaches of any law.
(ii) BE Logistics Training recognises that significant personal planning is required to attend courses, and in the event of a cancellation, BE Logistics Training will endeavour to provide notification to all customers of cancellations no less than 24 hours before the intended start time for the appropriate course.
(iii) BE Logistics Training will not be responsible for refunds or any other forms of compensation in the event that a customer is un-contactable in relation to a cancellation. BE Logistics Training will make all reasonable attempts to contact customers to advice of cancellations by means of telephone and/or email. In cases where no telephone or email contact details are provided, notification will be provided by posted mail.
(iv) BE Logistics Training will offer alternative dates for courses where cancellations have been made. If the alternative dates offered by BE Logistics Training are not suitable, a full refund will be provided to the customer where cancellations are not subject to termination or departure requests outlined in 4.2(i).
(v) Where BE Logistics Training have been unable to provide the balance of services, in the event that an alternative date is unable to be arranged, then a calculated pro-rata refund will be offered to the customer where cancellations are not subject to termination or departure requests outlined in 4.2(i).
(vi) BE Logistics Training will not be responsible for any travel or accommodation costs incurred as a result of cancellations.
4.3 Enforced Cancellations
BE Logistics Training takes ensuring the health and safety of all participants and staff seriously. Where there is an identified need to cease any training and/or assessment processes, BE Logistics Training and/or its representatives reserve the right to;
(i) Terminate any course, or request the departure of any participants on reasonable grounds.
(ii) In such an event refunds will not be offered to participants or customers where this right has been reasonably exercised.
(iii) BE Logistics Training identifies reasonable grounds to include, but not be limited to; acts or omissions of any participants placing themselves or others at risk, serious breaches of BE Logistics Training’s policies which can be found on the website at www.belogisticstraining.com.au; and/or breaches of any law.
4.4 Deferral
BE Logistics Training allows for the deferral of courses or changes to the course type at its sole discretion. Deferrals will be subject to the following terms and conditions;
(i) Where a customer requests to defer, application is to be made to BE Logistics Training in writing through the ‘Request for Refund, Deferral and/or Withdrawal’ form. Deferral requests are to be received by BE Logistics Training not less than seven (7) days prior to the date of the course. BE Logistics Training will provide confirmation advice to the customer upon receipt of notification.
(ii) The request must be made in writing through the Request for Refund, Deferral and/or Withdrawal form.
(iii) Where notification is not made in writing not less than seven (7) days prior to the date, no deferral or refund will be issued to the customer by BE Logistics Training. Any monies paid by the customer for the course will compensate for costs incurred by BE Logistics Training.
(iv) BE Logistics Training will respond to requests to defer within five (5) days of receiving the request.
(v) BE Logistics Training reserve the right to exercise discretion in the provision of subsequent dates as alternatives to those previously provided.
(vi) BE Logistics Training reserves the right to deny deferrals on reasonable grounds. BE Logistics Training identifies reasonable grounds to include, but not be limited to; repeat deferrals, lengthy or excessively delayed deferral requests.
(vii) BE Logistics Training reserves the right to withhold funds in cases that deferrals are denied.
4.5 Withdrawal
BE Logistics Training allows for the withdrawal of customers from courses or dates at its discretion. Withdrawals will be subject to the following terms and conditions;
(i) Where a customer requests to withdraw, application is to be made to BE Logistics Training in writing through the ‘Request for Refund, Deferral and/or Withdrawal’ form. Withdrawal requests are to be received by BE Logistics Training not less than seven (7) days prior to the date of the course in order to attract a refund. BE Logistics Training will provide confirmation advice to the customer upon receipt of notification. BE Logistics Training will refund the difference of the course cost once the administrative cost has been calculated.
(ii) The request must be made in writing through the Request for Refund, Deferral and/or Withdrawal form.
(iii) Customer’s withdrawal requests made without the required seven (7) day time frame will result in no refund being issued (100% of the course cost being forfeited). Any monies paid by the customer for the course will compensate for costs incurred by BE Logistics Training.
(iv) Withdrawal applications and refund requests will be subject to the calculation of the costs related to the course. Course costs and administrative costs are able to be viewed at www.belogisticstraining.com.au.
(v) BE Logistics Training will respond to requests to withdraw within five (5) days of receiving the request.
(vi) BE Logistics Training reserves the right to withhold funds in cases that deferrals are denied.
PDF