F A Q

Enrolment

Q. I’m interested in enrolling, what are the course fees?

A. You may find the course fees listed here. The fees include the cost of individual
textbooks, materials, and other items needed in the course of your choice.

Payments can be made by cash, internet transfer, money order, credit card or bank
cheque payable to the RTO.

Q. What is the procedure for applying for Recognition of Prior Learning (RPL)?

A. For more information, please request an information packet on RPL Assessment, which outlines the process, from your trainer/assessor or administrative officer. You will also be given the accompanying self-evaluation form.

Q. Am I required to have a Unique Student Identifier (USI) prior to enrolling?

A. No, you are not required to have a USI prior to enrolling but it would greatly help with the processing of your application. It is also required before you can receive any certificate or statement of attainment.

Financial Queries

Q. Is there financial assistance available?

A. There may be Federal and/or State Government funding available depending on
financial circumstances and employment status.

Q. Am I able to begin my course before all the fees are paid?

A. You will not be able to begin your studies before all fees are paid, including any late
fees.

Q. If I withdraw from a course, am I able to get a refund?

A. It depends on the circumstances. Please see the chart below for the most common scenarios.

Withdrawal Reason Amount Refunded
Withdrawal at least 1 week prior to the agreed start date Full refund
Withdrawal at 1-6 days prior to agreed start date 50% refund (Enrolment fee retained by NVETS)
Withdrawal on the agreed start date No refund
Withdrawal after the agreed start date No refund
Course withdrawn by NVETS Full refund
The RTO is unable to provide the course for which the original offer was made Full refund

Also, with our satisfaction guaranteed policy, if you do not like the program you may return any study materials within 28 days of dispatch for a full refund, minus the $150 course enrolment and registration fee.

Certification

Q. When will I be issued a certificate?

A. Certificates are given after receiving competent marks on your assessments. You will be notified of your results after the completion of a final project or assessment within 10 working days. Certificates are issued within 30 calendar days of the end of your final project or assessment.

Q. My certificate and/or statement of attainment was lost or damaged; can I get a new one?

A. You may be issued another certificate or statement of attainment after completing a replacement certificate/statement of attainment request form. Note that this will incur a charge of $25.

Q. Will I be able to get a certificate if I only complete part of my certification?

A. No, you will not be issued a certificate but you will receive a Statement of Attainment (SOA) for the units of competency which were completed with the RTO.

Complaints and Appeals


What is the procedure if I want to file a complaint?

  1. For all concerns relating to the delivery of academic, administrative or support services, you should speak initially with the staff member responsible for the relevant area/issue (e.g. trainer/assessor). This can be done informally in person or in writing (a Complaints and Appeals application form is available in the back of the Student Handbook). Problems and issues are often resolved quickly at this stage. Complaints will remain confidential.
  2. If you believe that the response provided by the trainer/assessor or other staff member of NVETS is not reasonable, you may wish to seek a review of the outcome by contacting the CEO of NVETS in writing outlining the reasons you are seeking further consideration. You may submit a complaint by email, fax, letter or in person.
  3. If the CEO is party to the complaint, they will not take part in any discussions or decisions made by NVETS.
  4. NVETS will investigate your complaint. Normally you can expect to receive acknowledgement in writing within two working days and a decision within 20 working days. However, depending on the complexity of the case and the information provided, this time frame may vary. To assist with the timely resolution of your complaint it is important that you:
    1. detail the steps you have taken towards resolution
    2. clearly state the outcome you are seeking
  5. Provide relevant supporting documentation.
  6. If the matter is not resolved satisfactorily an independent mediator, from the Department of Justice Disputes & Resolution complaints committee will be engaged. Any fees or charges that may be incurred via external resolution mediator will be subject to 50% payment by the RTO & 50% payment you.
  7. A written statement of the outcome of all complaints will be given to you and will be kept on your personal file.
  8. NVETS will maintain your enrolment while a complaint is ongoing
  9. If you are concerned about NVETS as a training provider then they may approach the Regulatory Authority. This authority has the power to suspend or cancel NVETS institutional registration or any course registration if a breach of the requirements of registration provision is proved. Concerns about the conduct of RTO should be addressed to:

Australia Skills Quality Authority

Refer to their website at http://www.asqa.gov.au/complaints/making-a-complaint.html for further information.

  1. The complaint will be investigated and resolved by NVETS Manager. If the Manager is the person named in the complaint then the CEO will investigate and resolve the issues.
  2. External review – If you believe the outcome of your complaint is unreasonable, you may choose to pursue the matter with an external body. Contact details for the State Ombudsman Offices are available from the websites below:
ACT www.ombudsman.act.gov.au
NSW www.ombo.nsw.gov.au
NT www.omb-hcscc.nt.gov.au
TAS www.ombudsman.tas.gov.au
WA www.ombudsman.wa.gov.au
QLD www.ombudsman.qld.gov.au
VIC www.ombudsman.vic.gov.au
SA www.trainingadvocate.sa.gov.au
  1. All records of complaints will be kept on your student file.
  2. If the decision of the complaint supports you then NVETS will immediately implement the decision and advise you of the outcome