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Purpose

This policy ensures Bestwest Care complies with the National Vocational Education and Training Regulator (Outcome Standards for NVR Registered Training Organisations) and Compliance standards 2025 effective 1 October 2025 for both accredited and non-accredited courses.

Bestwest Care is committed to providing clear, accurate, and accessible fee and refund information to prospective and current learners before enrolment or commencement of training and assessment, whichever comes first, per Outcome Standard 2.

Bestwest Care adheres to Australian Consumer Law (ACL), ensuring learners are informed of their consumer rights. All refund requests are processed fairly, transparently, and in accordance with regulatory and consumer law requirements.

Definitions

Term: Commencement of training
Definition: The point at which a student first engages with the training program, including attendance at a training session, access to online learning materials, completion of orientation, participation in training, or submission of assessment work, whichever occurs first.

Term: Business Day
Definition: Monday to Friday, excluding public holidays in Western Australia.

Process

Refund processes vary by course type and circumstances. Details are provided below:

Accredited Courses (Certificate III and Certificate IV courses)

  • Cancellations before commencement of training:
    • More than 7 business days before commencement – refund less a $200.00 AUD administration fee
    • Less than 7 business days before commencement – refund less a $500.00 AUD cancellation fee
  • Cancellations after commencement of training:
    • Refund requests received after commencement of training will be assessed on a case-by-case basis and may be considered in exceptional circumstances including medical emergencies, financial hardship, bereavement, serious illness or loss of employment. Learners must submit a written request together with supporting evidence.
    • Each request will be assessed individually, taking into account the circumstances and training already delivered.
  • Government funded courses:
    • Refunds for government funded training will be managed in accordance with the applicable funding contract and business rules.
  • Recognition of Prior Learning (RPL):
    • RPL assessment fees are generally non-refundable once the assessment process has commenced, except where required under Australian Consumer Law or where Bestwest Care is unable to provide the service.
  • Non-Compliance with course requirements:
    • Refunds will not normally be provided where a learner fails to meet course requirements, except where required under Australian Consumer Law.
  • RTO closure or course cancellation:
    • If Bestwest Care closes or ceases to deliver a course, learners will receive a full refund for undelivered training within 14 business days.
    • Records of completion will be forwarded to the relevant regulatory body.

Short Courses (Accredited and Non-Accredited)

  • Cancellations made more than 2 business days before course commencement:
    • An administration fee of $50 (covering reasonable processing costs) will be deducted from the refund paid.
  • No refunds will normally be provided for:
    • Non-attendance without adequate notice
    • Cancellations received less than 2 business days before commencement
    • Non-completion of the course
    • Failure to meet course requirements
  • Australian Consumer Law rights continue to apply.
  • Rebooking:
    • Learners may reschedule a short course on one occasion at no cost, subject to availability. Additional rescheduling may be allowed in exceptional circumstances at Bestwest Care’s discretion.
  • Refund Processing:
    • Approved refunds will be processed within 14 business days.

Cancellation by Bestwest Care

  • If Bestwest Care cancels a course, learners will be offered the option to transfer to an alternative course date or receive a full refund within 14 days.
  • Bestwest Care reserves the right to reschedule courses due to unforeseen circumstances, with notification at least 48 hours before the scheduled start and options for rescheduling or a full refund.

Consumer Rights

  • Under Australian Consumer Law, learners are entitled to remedies (e.g., refunds, credits) if training services are not delivered as advertised, are unfit for purpose, or fail to meet consumer guarantees.
  • Nothing in this policy limits a learner’s rights under the Australian Consumer Law.

Application Process

  • Refund request forms are available via admin@bestwestcare.net.au.
  • Completed refund request forms can be submitted to reception or emailed to admin@bestwestcare.net.au. Bestwest Care will review requests within 10 business days and advise the learner of the outcome in writing.
  • If a refund is denied, learners may appeal in writing to admin@bestwestcare.net.au within 7 days, with a final decision provided within 10 business days.
  • Learners dissatisfied with a refund decision may also access Bestwest Care’s Complaints and Appeals Policy and Procedure.

Policy Review

This policy will be reviewed at least annually to ensure it remains current, effective, and compliant with legislative requirements and the Standards for RTOs.

The policy will also be reviewed and updated where required in response to:

  • Changes to legislation, regulations, or regulatory requirements
  • Updates to the Standards for RTOs or guidance from regulatory bodies (e.g. TAC, ASQA, DTWD)
  • Outcomes from internal audits, external audits, or continuous improvement activities
  • Identified risks, incidents, or non-compliance
  • Changes to organisational structure, systems, or practices

This policy is reviewed annually and was last reviewed in July 2026.