This document ensures your consumer rights are protected under Australian law. Please follow these instructions.

  • Read through the following pages to ensure you understand the expectations upon you and what you are agreeing to.
  • Sign the Student Agreement section and return it to us.
  • Where conditions are listed, provide evidence that you have met these conditions;
  • Include your enrolment deposit/payment details.

Before signing the agreement, it is important you understand:

  • What you are agreeing to
  • Our Fees and Refunds policy
  • Our policies and procedures as outlined in the Student Handbook
  • Your responsibilities as a student
  • Our responsibilities as the Registered Training Organisation (RTO).

Therefore, we have summarised some of this for you below. Please ensure you also refer to the Student Handbook for further information.

Student Code of Conduct

1. Student Rights

All students have the right to:

  • Be treated fairly and with respect by all students and staff.
  • Learn in a supportive environment, which is free from harassment, discrimination and victimisation.
  • Learn in a healthy and safe environment where the risks to personal health and safety are minimised.
  • Have their personal details and records kept private and secure according to our Privacy Policy.
  • Access the information TasCollege holds about them.
  • Have their complaints and appeals dealt with fairly, promptly, confidentially and without retribution.
  • Make appeals about procedural and assessment decisions.
  • Receive training, assessment and support services that meet their individual needs.
  • Be given clear and accurate information about their course, training and assessment arrangements and their progress.
  • Access the support they need to effectively participate in their training program.
  • Provide feedback to TasCollege. on the client services, training, assessment and support services they receive.
  • Be informed of any changes to agreed services, and how it affects them as soon as practicable.

2. Student Responsibilities

All students, throughout their training and involvement with TasCollege, are expected to:

  • Treat all people with fairness and respect and not do anything that could offend, embarrass or threaten others.
  • Not harass, victimise, discriminate against or disrupt others.
  • Treat all others and their property with respect.
  • Respect the opinions and backgrounds of others.
  • Follow all safety policies and procedures as directed by staff.
  • Report any perceived safety risks, critical incident as they become known.
  • Not bring into any premises being used for training purposes, any articles or items that may threaten the safety of self or others.
  • If a government holiday falls on a class day, student should be ready to attend a make-up class on other days. If an intervention strategy requires, student will be ready to attend additional classes beside regular scheduled classes.
  • Provide relevant and accurate information to TasCollege in a timely manner.
  • Approach their course with due personal commitment and integrity.
  • Complete all assessment tasks, learning activities and assignments honestly and without plagiarism or infringing on copyright laws.
  • Hand in all assessment tasks, assignments and other evidence of their work with a completed and signed cover sheet.
  • Make regular contact with their Trainer/Assessor.
  • Prepare appropriately for all assessment tasks on time, visits and training sessions.
  • Notify TasCollege if any difficulties arise as part of their involvement in the program.
  • Notify TasCollege if they are unable to attend a training session for any reason at least 12 hours prior to the commencement of the activity.
  • Make payments for their training within agreed timeframes, where relevant.
  • Maintain satisfactory class attendance and course progress. Failing to pass 50% of assessments for two consecutive terms will result in being reported to Department of Education and will affect status of student visa. Attending less than 80% of class hours will result in penalty of A$20 for each hour below 80%.

If you do not follow the above conduct requirements and housekeeping rules, you may be subject to disciplinary action such as suspension or a requirement to follow a disciplinary action plan.

3. Complaints and Appeals Policy

3.1 Policy

  1. Nature of complaints and appeals
  • TasCollege responds to all allegations involving the conduct of:
    • The RTO, its trainers and assessors and other staff.
    • Student Agent or Any third party providing Services on behalf of TasCollege
    • Any student or client of TasCollege
  • Complaints may be made in relation to any of TasCollege’s services and activities such as:
    • the application and enrolment process
    • marketing information
    • the quality of training and assessment provided
    • training and assessment matters, including student progress, student support and assessment requirements
    • the way someone has been treated
    • the actions of another student
    • the actions of student agent or any 3rd party
  • An appeal is a request for a decision made by TasCollege to be reviewed. Decisions may have been about:
    • course admissions
    • refund assessments
    • response to a complaint
    • assessment outcomes / results
    • other general decisions made by TasCollege

3.2 Principles of resolution

  • TasCollege is committed to implement a procedural fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Through this policy and procedure, TasCollege ensures that complaints and appeals:
    • Are responded to in a consistent and transparent manner.
    • Are responded to promptly, objectively, with sensitivity and confidentiality.
    • Are able to be made at no cost to the individual.
    • Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement.
  • TasCollege will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.
  • Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.

3.3. Timeframe for resolution

Complaints and appeals will be finalised as soon as practicable or at least within 60 calendar days unless there is a significant reason for the matter to take longer. In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated fortnightly on the progress of the matter until such a time that the matter is resolved

3.4. Records of complaints and appeals

TasCollege will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

3.5. Making a complaint of appeal

  • Complaints about a particular incident should be made as soon as possible after the incident occurring and appeals must be made within seven (7) calendar days of the original decision being made.
  • Complaints and appeals should be made in writing using the Complaints and Appeals Form, or other written format and sent to TasCollege’s head office at 55 High St, Parramatta NSW 2150, Australia attention to the Principal Executive Officer.
  • When making a complaint or appeal, provide as much information as possible to enable TasCollege to investigate and determine an appropriate solution. This should include:
    • The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
    • Any evidence you have to support your complaint or appeal.
    • Details about the steps you have already taken to resolve the issue.
    • Suggestions about how the matter might be resolved.

Your complaint or appeal will be acknowledged in writing within 1 business day and you will be updated in every 14 business days.

3.6. Resolution of complaints and appeals

  • Some or all members of the management team of TasCollege will be involved in resolving complaints and appeals as outlined in the procedures.
  • Where a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.
  • Each party involved in the complaint or appeal may have a support person of their choice present at meetings scheduled to resolve the issue.
  • In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again. The outcome of this assessment will be the result granted for the assessment task.
  • The complainant or appellant will be advised in writing of the outcome of the process and the reasons for the findings made.
  • The enrolment status of student will be handled as follows:
    • For international students, TasCollege will maintain a student’s enrolment throughout the internal appeals processes without notifying DET via PRISMS of a change in enrolment status. In the case of an external appeals process it will depend on the type of appeal as to whether TasCollege maintains the student’s enrolment as follows:
      • If the appeal is against TasCollege’s decision to report the student for unsatisfactory course progress or attendance, the student’s enrolment will be maintained until the external process is completed and has supported or not supported TasCollege’s decision to report.
      • If the appeal is against TasCollege’s decision to defer, suspend or cancel a student’s enrolment due to misbehaviour, TasCollege will notify DET via PRISMS of a change to the student’s enrolment after the outcome of the internal appeals process.

3.7 Independent Parties

  • TasCollege acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter. Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the independent party was selected by TasCollege (e.g. Resolution Institute)
  • For international students, the independent party may be Resolutions Institute Level 1 and 2, 13-15 Bridge Street, Sydney NSW 2000.
  • If the complainant/appellant is not satisfied with decision from independent party, the student can go to Overseas Students Ombudsman. This service is free of charge. Where an international student is not satisfied with the outcome or conduct of the internal process or Training Organisation NSW Pty. Ltd or nominated arbitrator, they are referred to the Overseas Students Ombudsman (OSO).
  • TasCollege will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.
  • The PEO will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

3.8 External complaint avenues

  • Complaints can also be made via the following avenues:
  • Overseas Students Ombudsman
  • The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training.  The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Consumers can register a complaint with the National Training Complaints Hotline by:
    • Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.
    • Email:
  • Student can also communicate Australian Skills Quality Authority for complaints:
  • Refer to Student Handbook for more details.
  • This written agreement, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the student to take action under the Australian Consumer Law if the Australian Consumer Law applies.
4.0. Fees and Refunds Policy

4.1. Protection of fees paid in advance

TasCollege protects the fees that are paid in advance by international students. International student fee protection is ensured as follows:

  • The Tuition fee is preferred to be collected according to an agreed payment schedule.
  • TasCollege pays into the Tuition Protection Service (TPS) provided by the Australian Government. If TasCollege is unable to provide a refund or place you in an alternative course, our Tuition Protection Service (TPS) will place you in a suitable alternative course at no extra cost to you. Finally, if TPS cannot place you in a suitable alternative course or if there are no suitable alternative courses or offers, you may apply for a refund of the amount of any unspent pre-paid tuition fees you have paid to TasCollege These are any tuition fees you have already paid that are directly related to the course which you haven’t yet received. In the case of provider default, there is no requirement for a student to lodge a refund application form.

4.2. Fees and refund information

Prospective and current students are advised of the fees associated with a course on the relevant Course Outline and on the Student Agreement. In compliance with Clause 2 and 4 of the National Code 2018, this is provided prior to enrolment or commencement of training, whichever is first.

Refund information is outlined in the Student Agreement and in the Student Handbook.

Fees will only be collected once a signed copy of the signed Student Agreement is received by TasCollege

4.3. Inclusions in course fees

Unless otherwise specified, course fees include all the training and assessment required for students to achieve the qualification or course in which they are enrolling. Course fees will clearly itemise tuition, as well as non-tuition fees.

  • Course fees means the tuition fee, materials fee and other mandatory expenses. Material fees include copies of text book extract, hand-out and other mandatory learning materials. Any optional textbooks and materials that may be recommended but not necessarily required for a course, are not included in course fees and will be mentioned as additional cost, should the student wish to purchase such materials. If text/library books are lost and need to be replaced, the student will be required to cover the cost of the replacement materials.
  • Course fees include the issuance of a testamur and record of results and/or statement of attainment. For additional copies or re-issuing of any of these documents an additional fee is applicable. Refer Schedule of Charges.
  • Course fees do not include Overseas Student Heath Cover or optional extras such as airport pick- ups. These fees are at an additional cost as outlined in the Schedule of Charges.

4.4. Late payments

Students who are experiencing difficulty in paying their fees are invited to call our office to make alternative arrangements for payment during their period of difficulty.

Students will be communicated before 14 calendar days of a payment due date. For delays in payment, an additional fee may be charged as late payment fee (consult schedule of charges). Debts will be referred to a debt collection agency where fees are more than 40 days past due. TasCollege reserves the right to suspend the provision of training and/or other services until fees are brought up to date. Students with long term outstanding accounts may be withdrawn from their course if payments have not been received and no alternative arrangements for payment have been made.

International students who do not pay their fees will be reported to DET via PRISMS under student default.

4.5. Refunds

Students who withdraw from a course and wish to seek a refund or have the amount they owe on their fees reduced, must apply to TasCollege in writing, outlining the details and reason for their request. Students who have not completed a withdrawal form are not eligible for consideration of a refund or reduction in fees.

Refund applications must be made in writing to the Principal Executive Officer (through contact details of SSM). Refunds are expected be paid from college’s end in AUD without any accrued interest within 28 working days (but not later than 90 calendar days of application, if any banking/technical reason make it delayed)) of receipt of a written application and will include a statement explaining how the refund was calculated. Student has to provide own bank account details or indicate the specified person in the designated section of this agreement to receive the refund.

Students may be charged a non-refundable application processing fee / enrolment fee which is outlined on the fee section.  This fee is non-refundable except in the unlikely situation where TasCollege is required to cancel a course for insufficient numbers, own inability to commence a course or for other unforeseen circumstances.  In this case, students will receive a full refund of their application processing fee / enrolment fee.

Tuition Fee

Visa refused

Total amount of Tuition fees received for the course less whichever is the lower amount of 5% of tuition fee or the sum of $500.

If an international student is refused a visa (student default) but has already commenced their course

Application processing fees (and other Non-tuition fees, if any, collected by college or agent) will not be refunded. However, tuition fees will be refunded from the day of the student default as per Section 7 of the Education Services for Overseas Students (Calculation of Refund) Specification 2014.

100% refund of tuition fees

  • Where a course does not start on the starting date outlined in the Letter of Offer
  • If a student cannot commence the course because of illness, disability or where there is death of a close family member of the student (parent, sibling, spouse or child).
  • At the discretion of TasCollege’s CEO/PEO or approved representative, when other special or extenuating circumstances have prevented the student from commencing their studies including political, civil or natural events.
  • If an offer of a place is withdrawn by TasCollege and this is not due to incorrect or incomplete information being provided by the student.

70% refund of tuition fees

  • Withdrawal notified in writing and received by TasCollege 28 Calendar days or more prior to class commencement

50% refund of tuition fees

  • Withdrawal notified in writing and received by TasCollege within less than 28 calendar days prior to class commencement

No refund of current semester tuition fees.

Withdrawals notified in writing and received by TasCollege on the commencement date or after the class commences

In the unlikely event that TasCollege is unable to deliver your course in full, you will be offered a refund of all the course money you have paid to date. The refund will be paid to you within 28 working days of the day on which the course ceased being provided. If TasCollege is unable to provide a refund or place you in an alternative course our Tuition Protection Service (TPS) will place you in a suitable alternative course at no extra cost to you. Finally, if TPS cannot place you in a suitable alternative course or if there are no suitable alternative courses or offers, you may apply for a refund of the amount of any unspent pre-paid tuition fees you have paid to TasCollege These are any tuition fees you have already paid that are directly related to the course/training which you haven’t yet received. In the case of provider default there is no requirement for a student to lodge a refund application form.

Education Services for Overseas Students (Calculation of Refund) Specification 2014 may be consulted for calculating amount of refund for provider default or student default, if needed.

Fees not listed in the refund section are not refundable. Prior to a student enrollment, tuition fees may be altered with or without notice. Once a student has completed enrolment, fees will not be subject to change for the normal duration of the course. If a course length is extended by the student, then any fee increases will be required to be paid for the extended component of the course.

5. Outcomes of refund decisions

TasCollege will provide the outcome of the refund assessment in writing to the student’s registered address, outlining the decision and reasons for the decision along with any applicable refund or adjustment notice. Refund will be provided in Australian dollar.

Students will be advised that they may appeal the refund assessment following TasCollege’s Complaints and Appeals Policy and Procedure.

6. Course Credit and Recognition of Prior Learning(RPL)                                               

The decision to assess prior learning or grant course credit will preserve the integrity of the award to which it applies and comply with requirements of the underpinning educational framework of the course. If TasCollege grants the overseas student RPL or course credit that reduces the overseas student’s course length, TasCollege will (i) inform the student of the reduced course duration following granting of RPL and ensure the confirmation of enrolment (CoE) is issued only for the reduced duration of the course (ii) report any change in course duration in PRISMS if RPL or course credit is granted after the overseas student’s visa is granted.