Fees, Charges and Refund Policy


This policy relates to students enrolled in a program with Ever Young Training. The Fees, Charges and Refunds policy is to ensure that all course fees, charges and refunds are effectively managed.

For the purposes of this document, the following applies:

All prices listed on the Ever Young Training website are shown in New Zealand Dollars and are inclusive of Goods & Services Tax (GST).

Fees paid in advance refer to fees paid at any time for a course, product or service that is yet to be delivered.

Recognition of Prior Learning (RPL) – is a process that involves the assessment of an individual’s prior learning (including formal, informal and non-formal learning, work or life experience) to determine the extent to which that individual’s previous learning is equivalent to the learning outcomes of the components of another qualification, as well as assessing a person’s skills and competencies to determine whether these are current.

Authority and Responsibility

Ever Young Training is committed to providing an effective, efficient, and timely management process for all Fees, Charges and Refunds associated to courses on its scope of registration.

Ever Young Training is committed to informing students of all fees and charges associated with their enrolment in a course, which include, but are not limited to:

  • Tuition fees
  • Enrolment fees / Administration Fees
  • Materials/ resource fees
  • Amenities fees
  • Fees for arranging models (if you cant find your own)
  • Support services which may incur a cost

Payment terms that are available, including the timing and amount of fees to be paid, payment schedule, refunds and any non-refundable deposit.

Provide the learner consumer protection information relating to:

  • Any cooling-off period (if one applies)
  • Complaints and appeals policy
  • Refund policy procedure
  • All fees and charges relating to course costs will be made readily and easily available to learners via the RTO website and the learner information handbook. This information will allow the student to make an informed decision in relation to their enrolment in a course and prior to the student having to make any payments.

Fees are subject to change and learners will be informed of any changes to fees and charges, and at least one month prior to the date of effect. All fees and charges will be reviewed annually, and relevant marketing material will be updated to reflect the new fees or charges, within 3 weeks of the change.

Changes to marketing material, student information handbook and other materials which relate to financial transactions and fees, will be reviewed in accordance with this policy and authorized before release.

All reviews and changes made to marketing and other materials will be recorded in the Ever Young Training Marketing Register as per policy AD2.1 Advertising and Marketing and in the Continuous Improvement Register.


Ever Young Training is responsible for the implementation of this policy and procedure and ensuring all staff and third-party providers are fully trained in its operation and students are made aware of its availability prior to their enrolment in a course.

Ever Young Training is responsible for the implementation of this policy and for the day-to-day responsibilities relating to the financial management of the organisation.


Ever Young Training is committed to providing students with information regarding all fees and charges applicable to their chosen course prior to their enrolment and via the RTO’s marketing materials and website.


The enrolment process commences once the student submits an application for admission into a course.

If the student satisfies the relevant entry requirements, a Letter of Offer is issued which contains:

  • the relevant fees that must be paid and payment terms and conditions including required deposit
  • a link to the Fees, Charges and Refunds Policy including the learner’s right to obtain a refund
  • For services not provided by the RTO in the event that the:
    • arrangement is terminated early, or
    • the RTO fails to provide the agreed services.
  • the learner’s rights as a consumer, including but not limited to any statutory cooling-off period, if one applies

Students may negotiate a payment plan for their course fees, so that they may be paid over the duration of their course.

Fees are subject to change and students are advised to obtain a current fee schedule, by contacting Ever Young Training or checking the RTO website and the current marketing materials for more information.

Students must sign a payment plan with Ever Young Training, prior to attending classes or being provided with online access.

Issues regarding payments will be handled at the first available opportunity and directed to the Accounts personnel.

Fees paid in advance – fees for courses costing over $1,500 will be paid in a manner so that no more than $1,500 in prepaid fees is collected from any student prior to the commencement of a course or at any other given time through the course, for services that are yet to be delivered to the learner.

Course Certification

Certification documentation is issued to a learner within 30 calendar days of the learner being assessed as meeting the requirements of the training product if the training program in which the learner is enrolled is complete, and providing all agreed fees the learner owes to the RTO have been paid. A Certificate of Qualification or Statement of Attainment is provided as part of the course fee upon successful completion of a Nationally Accredited qualification or course; however, a charge of $50 will apply for any reprinting request.

RPL Application Fees

Where RPL has been granted for a unit, the student’s fee for the RPL of the respective unit is half (50%) of the stated unit price. This will be disclosed to the student in writing before the student makes an application for RPL. RPL Fees are non-refundable once the RPL has been assessed and granted. Where RPL has been granted for a unit the student must study the respective unit in its entirety and pay the stated unit price in accordance with this Policy.


Ever Young Training is committed to providing quality training and assessment services and assisting students to complete their individual course. In the event that a significant change affects the RTO’s legal or operation status, Ever Young Training will assist and support students to complete their course to the end of the agreed course period.

In the event that Ever Young Training or any of its divisions is unable to provide this support due to the RTO closing or ceasing to deliver the agreed training and/or assessment, the RTO will either provide a refund to the student for services not provided or will assist the student in finding a placement with another provider who will oversee the completion of the course arrangements, which must be agreed upon by all parties involved in the course.

Student withdrawals from a unit of competency or course of study must be received in writing by Ever Young Training’s Enrolment Officer. A student’s request for withdrawal will not be effective until the date this has been received in writing. The date of receipt is important in determining a student’s eligibility for and the amount of fees to be refunded.

Students will be entitled to a refund where is it determined that the request is fair and reasonable and meets with the procedures outlined below. The refund procedure applies to each course enrolled at Ever Young Training.

A refund will be arranged within four weeks of receiving a written claim* from the student. The written claim for the refund must be received by Ever Young Training within 6 months after the students’ default. The refund is paid directly to the person who enters into the contract with Ever Young Training.

A refund will be arranged in the following circumstances:

CircumstancesRefund Entitlement
Student withdraws up to 4 weeks prior to the commencement of the classes or being provided with online access to unit materials.Refund of 100% of tuition fees that have been paid.
Student withdraws between 4 weeks prior to commencement and the commencement of classes or being provided with online access to unit materials.Refund of 90% of tuition fees paid.
10% withheld to cover administration costs
Student withdraws after the commencement of classes or being provided with online access to unit materials.No refund. Full tuition fees to be paid for the course.
Any fees paid for subsequent courses Refunded
If Ever Young Training is forced to withdraw a student from a course due to a serious breach of Ever Young Training Policies and Procedures after the commencement of semester classes.No refund of current course fees. Any fees paid for subsequent courses will be refunded.

Fairness, Access, Equity and Diversity


To ensure that all reasonable adjustments are made to provide Ever Young Training staff and candidates with equitable access to facilities and services within Ever Young Training.

To provide all Ever Young Training candidates with reasonable and appropriate academic and learning support where required.

To ensure various compliance requirements imposed by all applicable national legislation are met.


The policy applies to the provisions of all training and support services offered to Ever Young Training candidates. In addition, all staff and contractors employed or engaged by Ever Young Training are obligated to comply with this policy.

Responsibility and Authority

It is the responsibility of Ever Young Training to ensure that all Training and Assessment provided is compliant and addresses the national benchmarks laid out by the Registering Body.

It is the responsibility of Ever Young Training RTO Officer to ensure that all training and assessment provides consistency and fairness to all candidates undertaking training and assessment.

It is the responsibility of all Trainers, Assessors and Facilitators to understand and follow the policies and procedures relating to access, equity and diversity and inform all candidates of their rights prior to commencement of training and assessment.


The policy and accompanying procedures outline the reasonable adjustments and facilities, services and academic learning support that will be provided to candidates.To ensure that the learning environment of Ever Young Training is free from harassment, discrimination and victimisation, Ever Young Training will ensure that:

  • Staff are made aware of access and equity as part of orientation or induction
  • Adherence to privacy and confidentiality requirements is met
  • The development of products, policies, systems and procedures are informed by access and equity principles
  • Ever Young Training has policies and procedures in place that support the principles of fairness, access and equity
  • Continuous improvement and review of policies and procedures to meet legislative changes and candidate feedback.

Recruitment, Admission and Enrolment

To ensure that the candidate recruitment and admission process is bias-free and non-discriminatory, Ever Young Training will:

  • Use the same recruitment and enrolment processes for all applicants
  • Base admission to courses and programs on availability of places and the applicant’s satisfying course/qualification and funding entry requirements (where applicable)
  • Provide applicants with adequate information and support to enable them to select the most suitable program for their training requirements.


Where prospective candidates indicate any type of disability and/or learning difficulty on their initial enrolment application the following procedure will be applied:

  • Any disabilities and/or learning difficulties indicated on the enrolment form will be recorded in the Student Management System and notification will be provided to the Trainer for review as part of the enrolment process.
  • The Trainer will be responsible for assessing the candidate’s disabilities and/or learning difficulties to determine whether reasonable adjustment can be implemented to provide appropriate training for the candidate. The RTO Officer will advise the applicant of the decision concerning enrolment and any reasonable adjustments that would be provided.
  • The Trainer, Assessor, Facilitator will record the enrolment decision and details of the reasonable adjustment in the Student Management System. All details will be provided to the candidate through confirmation as required, including any additional associated costs.
  • If reasonable adjustments can not be provided to accommodate the applicant this information will be recorded in the Student Management System and the candidate will be advised.
  • The trainer will coordinate the implementation of agreed reasonable adjustments prior to the candidate’s commencement of the training program.

Post‐enrolment procedure

For candidates who advise of any disabilities and/or learning difficulties during enrolment or after the commencement of their training program the following procedures will apply:

  • Details of the candidate’s disabilities and/or learning difficulties will be provided by the Trainer.
  • The Trainer will undertake an interview with the candidate to determine whether reasonable adjustments can be provided to the candidate. The RTO Officer will notify the candidate of the decision in regard to the reasonable adjustment and ensure that the decision is recorded in the Student Management System.
  • The RTO Officer will re‐issue a revised confirmation of admission to include reasonable adjustments that have been agreed to for the candidate.
  • The RTO Officer will coordinate the implementation of agreed reasonable adjustments as soon as possible, not later than 10 working days from the candidate returning their signed re‐issued confirmation of admission to Ever Young Training.
  • Details of the candidate’s disability and/or learning difficulties will be recorded in the Student Management System.
  • If a reasonable adjustment cannot be provided, this decision will be recorded in the Student Management System and the candidate may be provided with course counselling and if an alternative course cannot be provided for the candidate, the RTO Officer will issue the candidate with a Termination of Enrolment Letter. The Termination letter will include details of the Ever Young Training Grievance and Appeals Policy (TA3.3) and Fees, Charges and Refunds Policy (AD3.3)

Course Design

For candidates who advise of any disabilities and/or learning difficulties during enrolment or after the commencement of their training program the following procedures will apply:

  • Offer flexible course and training materials design to provide multiple entry and exit points or pathways through the course (if applicable) including TA 2.2 Recognition of Prior Learning
  • Take into account the requirements of candidates with a range of disabilities when assessing courses for delivery
  • Provide inclusive and non‐discriminatory learning and training materials
  • Ensure that language, literacy and numeracy requirements are consistent with the vocational level of the qualification being offered.

Support Services for those with Special Needs

All enrolled candidates with a recognised disability will be offered specialised services to assist them to participate in training and assessment activities for which they are enrolled in. These services may be provided by Ever Young Training or contracted to another person or agency.

Ever Young Training takes all reasonable steps to provide a candidate with a recognised disability, all support services on the same basis as a candidate without a disability and without experiencing discrimination.

If a specialised support service is required for a candidate with a recognised disability to participate in the training and assessment activities required by the program they are enrolled in but this support service is not provided by Ever Young Training, the organisation will take reasonable steps to facilitate the provision of the service to the candidate by another agency (refer to Participant Information policy AD2.2.

In order to provide appropriate support services for a candidate with recognised disability, Ever Young Training will:

  • Consult with the enrolled candidate about the need for the candidate’s access to specialised support service
  • Decide if a reasonable adjustment is justified so that the candidate can participate in the training and assessment activities for the program for which they are enrolled
  • Identify what an appropriate adjustment might include, and make the necessary adjustment for the enrolled candidate.

Ever Young Training will provide training to all staff to make them aware of the support services available for candidates with recognised disabilities to enable them to assist candidates to access support services where required. Where possible, Ever Young Training will also facilitate the provision of specialised services for the candidate where necessary, including collaborative arrangements with specialised service providers.

Ever Young Training may provide support services, or arrangements for services, for candidates with recognised disability including:

The use of adaptive/assistive technology

Educational support

Alternative assessment methods

Learning support for basic literacy or numeracy difficulties.

Academic and Learning Support

Reasonable adjustments can be made to accommodate candidates with a recognised disability requiring academic, learning and assessment support. Candidates should disclose any support requirements as early as possible (preferably on enrolment) to allow reasonable adjustment to be provided. All assessment pieces and tasks that Ever Young Training utilise have been designed to be fair, reliable and consistent. All candidates are provided with the requirements of assessment for all units of competency at the beginning of each course. Any adjustment to assessment for candidates with disabilities will be negotiated before the assessment task is required to be undertaken. In relation to academic and learning support, reasonable adjustment may include:

  • Academic learning support for all candidates requiring assistance including the areas of literacy and numeracy support.
  • Alternative methods of assessment where reasonable. This may include the use of oral assessments, changes to paper colour, font size or style where appropriate.
  • An extension of time for completing assessment tasks.

Facilities Access

Trainers, Assessors and Facilitators are responsible for ensuring buildings, rooms, toilets and resources comply with the relevant building requirements, including access for people with disabilities. If normal points of exit are not available, notices including alternative access will be posted where appropriate.

All Trainer, Assessors and Facilitators are required to assist anyone needing help to access training material, files, equipment, or other items that may be inaccessible to candidates.

Candidates with disabilities will have all materials made accessible to them without having to ask for assistance wherever possible. Any adjustments should be made by the Trainer before the candidate commences the course. Candidates may wish to indicate disabilities in their enrolment form and/or during induction.

Visual impediments and reading impediments

When required, reasonable adjustments can be made to accommodate candidates with visual and/or reading problems. This may include reading aids and adaptive technology products available on the market to assist when reading, either in hard copy or electronic forms including, but not limited to:

  • Monitors with large displays
  • Large print materials or adaptive technology
  • Digital talking audiobooks
  • English language pronunciation programs

Online materials and services

Candidates undertaking training online and on campus will have equal access to training and assessment materials and support services.

Online materials can be available to print for candidates who do not have online access. Adaptive technology is used where reasonable adjustments can be made.

Complaints and Appeals

Individuals who consider they have been treated unfairly are encouraged to use Ever Young Training’s Grievance and Appeals Procedure TA3.3.

Reasonable Adjustment

A reasonable adjustment is a measure or action that will be taken to assist a candidate with a recognised disability to participate in training on the same basis as other candidates. An adjustment is reasonable if it takes into account the candidate’s learning needs and balances of all parties affected, including the candidate with the disability, Ever Young Training staff, and other candidates undertaking the training.

Ever Young Training is aware that the training programs delivered by the organisation will sometimes need adjustments to ensure equal opportunity for candidates with disabilities. The nature of a reasonable adjustment is such that they are designed to minimise the disadvantages experienced by learners with disabilities, rather than provide learners with a competitive advantage. This can include administrative, physical and procedural modifications.

In case of a reasonable adjustment:

  • A candidate with a recognised disability may not require adjustments in some circumstances or at all times. However, a candidate with a recognised disability may require multiple adjustments and may include multiple activities. At all times, the integrity of the training and assessment requirements or processes must be maintained.
  • Ever Young Training will be timely in investigating and implementing any adjustments while maintaining confidentiality in regard to the candidate with a recognised disability.


The Disability Discrimination Act Standards for Education 2005 do not render it unlawful for RTOs or education providers to not comply with requirements of the standards in the following circumstances:

  • Where Ever Young Training claims that it would impose unjustifiable hardship;
  • The candidate’s disability is an infectious disease or other condition and it is reasonable or necessary to isolate to protect the health and welfare of the candidate, other candidates and Ever Young Training staff involved in training and assessment.

Related and Support Documentation Standard Operating Procedures

TA3.3 Grievence and Appeals

AD3.3 Fees, Charges and refunds

AD2.2 Participant Information


Enrolment Form Complaints and Appeals

Recognition of Prior Learning


These procedures are designed to provide a user-friendly, supportive, streamlined framework for the assessment and recognition of various types of prior competencies obtained by an individual through previous or current training, work experience and/or life experience.

The underlying principle of Recognition of Prior Learning (RPL) is that no individual should be required to undertake a unit of study for which they are able to demonstrate satisfactory achievement of the required competency standard or learning outcome for entry into, and/or partial or total completion of a qualification.

The accompanying Policy and these procedures aim to maximise the recognition of any individual’s prior skills and knowledge whilst at all times maintaining the integrity and standards of the defined learning outcomes of the specific course of study.

Assessment of all applications will take place by a qualified assessor.

Ever Young Training is committed to meeting the requirements for RTOs in undertaking Recognition of Prior Learning where appropriate.


This procedure applies to all Ever Young Training courses

All qualifications and accredited courses

All trainers, assessors and candidates

Responsibility and Authority

It is the responsibility of the RPL applicant to provide sufficient evidence to satisfy the assessor that they currently hold the relevant competency.

It is the Assessor’s responsibility to ensure that the evidence of prior learning is:

  • Authentic – the applicant’s own work
  • Valid – directly related to the current version of the endorsed unit of competency
  • Reliable – showing that the applicant consistently meets the endorsed unit(s) of competency
  • Current – reflects the applicant’s current capacity to perform the aspect of the work covered by the unit(s) of competency and
  • Sufficient – covers the full range of elements in the relevant unit of competency and addresses all dimensions of competency.

Should the assessor have any reservations or concerns regarding the evidence provided, or the RPL applicant’s ability to adequately demonstrate competence, the assessor must request the applicant undertake a performance test in order that the RPL can be confidently granted and with sustainable evidence.


RPL can be granted to an individual who has demonstrated evidence of prior knowledge and work and/or life experience relating to the unit of competency for which recognition is being applied for.

All prospective and enrolling candidates will be informed of RPL in forms such as a website, marketing materials and course inductions.

RPL is awarded only for a total unit of competency; no partial RPL for Units of Competency will be awarded.

RPL Application

  • Initial support and advice will be provided to RPL applicants to ensure their realistic expectations about RPL, to identify relevant courses and to provide information about learning outcomes and assessment benchmarks for consideration by candidates.
  • On enrolment, if candidates wish to apply for RPL, further access to information will be provided including examples of evidence required for a particular unit of competency and any costs applicable. RPL applicants will be required to complete and submit an RPL Application Form and will then be invited to attend an initial interview with a suitably qualified assessor to discuss their application and other requirements.
  • RPL applicants must document their claim for competency in sufficient detail to enable the assessor to decide on assessment needed. A suitably qualified Ever Young Training assessor will assist the applicant to identify the best means to prove their claim, to select and organise acceptable evidence and to complete and submit the application.

On applying for RPL, the candidate will be provided with:

  • An RPL Application Kit
  • Performance criteria for competency learning outcomes
  • Guidelines as to possible sources of evidence

In order to apply for RPL, the RPL applicant must provide current, quality evidence of their competency against the relevant unit of competency. As with all types of assessment undertaken in Ever Young Training, the assessor must be confident that the candidate is currently competent against the endorsed unit(s) of competency.

Application for RPL can be made by;

  • Submitting a portfolio of evidence based on the information provided in the RPL Application Kit.
  • Demonstrating skills in workplace performance in an Ever Young Training simulated environment.

Assessment Process – On receipt of the self-assessment evidence, relevant documentation on any fees applicable from the RPL applicant, a suitably qualified Ever Young Training assessor will be assigned the tasks of assessing the evidence against the competency standards for the units of competency being applied for.

The suitably qualified assessor will be required:

  • To be fair and reasonable during assessment
  • To be experienced and familiar with the relevant industry standards and with assessment methods and procedures appropriate for RPL assessment
  • To make proper assessment decisions based on explicit evidence of competency
  • To expedite assessment and to avoid unnecessary delay
  • To use cost and time effective methods appropriate to the assessment rigour necessary and level of risk assessment
  • To systematically review the evidence provided with the RPL Application Kit and through interview, workplace assessment and/or performance observations.

The assessor will need to consider the following:

  • The relevance and nature of the evidence provided by the applicant
  • The scope of the subject matter covered by the evidence
  • Where the evidence and documentation requires additional information or clarifications the applicant should be contacted and a second interview be organised.

Certification and Post Assessment

  • Where recognition of an application is granted, Ever Young Training will ensure that this information is communicated in writing to the applicant within 10 business days of completion of evidence.
  • Outcome of results will be processed and the qualification and/or Statement of Attainment will be issued. The assessor will record all evidence considered, assessment outcomes and the competencies confirmed, plus sufficient evidence for third parties in the case of an appeal.
  • Where no recognition is granted the applicant must be notified in writing of the outcomes including the reason(s) for refusal of the RPL application. The applicant will also be advised of the Complaints and Appeals policy TA3.3.
  • In all cases, a copy of the RPL documentation and outcomes will be held securely within the Student Management System.
  • The assessor will also collect feedback from the RPL applicant on the RPL process and this feedback will be collated to find ways to improve the service.


Ever Young Training is committed to fair and flexible processes for RPL assessment at all times.

Where an RPL applicant disagrees with the outcome, they should be advised on the first attempt to resolve the matter informally with Ever Young Training.

Where the outcome remains unresolved following informal discussions, the RPL applicant may appeal. The request for an appeal must be lodged in writing to Ever Young Training no later than 10 business days from the notification of the appeal outcomes with notification of the Complaints and Appeals policy TA3.3.

RPL Evaluation

RPL applicants are encouraged to provide feedback regarding their experiences with the recognition process for the purposes of continuous improvement. The RPL Evaluation Form can be found within the RPL Application Kit and is available for all applicants to complete and submit to Ever Young Training Administration. Feedback received from RPL applicants must be reviewed and acted upon accordingly. Any identified issues will be included on the Ever Young Training Agenda and recorded in the meeting minutes.

Related and Support Documentation TA

Standard Operating Procedures

TA2.1 Assessment
TA3.1 Access, Equity and Diversity

TA3.3 Complaints and Appeals

AD2.2 Participant Information


TA204 RPL Application Kit – Guidelines for Recognition of Prior Learning (RPL) Complaints and Appeals

Participants Code of Conduct


To ensure course candidates are provided with clear, sufficient information regarding their responsibilities whilst undertaking training at Ever Young Training.


This policy applies to all candidates involved in Ever Young Training.

Responsibility and Authority

It is the responsibility of Ever Young Training to provide information prior to course enrolment regarding the manner of conduct that is expected of participants. This information is communicated with the Ever Young Training student handbook.

It is the responsibility of all candidates to complete an Enrolment Contract. By signing this form, the candidate has read, understands and agrees to comply with Ever Young Training’s policies and procedures as outlined in the Student Handbook.

Participant Behaviour

Ever Young Training expects participants to conduct themselves in a professional manner befitting of the organisation.

Ever Young Training is committed to providing a supportive training environment conducive of learning and expects course participants to respect these principles by refraining from disrupting training and assessment sessions in any way.

It is expected that participants attend all training sessions punctually and sign the attendance sheets provided.

Participants shall not take part in any activity, illegal or otherwise, that brings the organisation into disrepute whilst on Ever Young Training premises.

Ever Young Training requires participants to behave in a professional and respectful manner at all times. This includes respecting the learning styles and varying abilities of other participants.

Ever Young Training does not tolerate any form of discrimination or harassment and has implemented the Anti-Discrimination and Sexual Harassment policy HR2.1. Participants must comply with this policy and ensure they refrain from any behaviour that may discriminate or harass other participants or Ever Young Training personnel.

Workplace Health and Safety

Candidates have an obligation to comply with Workplace Health and Safety regulations and must ensure they act in a manner that does not endanger the health and safety of themselves or others as outlined in the Work Health and Safety policy HR2.2.

Candidates must comply with the safety directives provided by Ever Young Training personnel and must not interfere with any item or process provided in the interest of Ever Young Training Work Health and Safety.

Candidates must respect the training and assessment environment and comply with good housekeeping principles.


Candidates are expected to respect the property of Ever Young Training and other course participants and treat all property with due care.

Removal of any Ever Young Training property from designated areas without prior permission is forbidden and may be viewed as theft, resulting in possible disciplinary action.

Change of Personal Details

Candidates are required to advise Ever Young Training if any of their personal details have been changed after enrolment in writing to Ever Young Training administration.


All educational resources require written permission prior to reproducing in any format for reasons other than individual educational purposes.


Plagiarism is defined as using the words or ideas of others and presenting them as your own. This is an activity that Ever Young Training strictly forbids.

Plagiarism can take many forms, from deliberate cheating to accidentally copying from a source without acknowledgement. Material can be integrated from another source into a candidate’s assessment by summarising and paraphrasing. This offers an alternative to using a direct quote.

When undertaking assessment, candidate’s must acknowledge the source of all ideas and words that are not their own.

If a candidate is in any doubt whether something constitutes plagiarism, their Trainer, Assessor or Facilitator is to be consulted.

Drugs, Alcohol and other prohibited items

Ever Young Training prohibits the possession or consumption of alcohol and illegal drugs and the possession of forbidden or dangerous articles on Ever Young Training premises or whilst undergoing training and/or assessment.

For the purposes of health, safety and the environment, Ever Young Training restricts smoking to designated areas only.


Misconduct of a candidate in a training context is any behaviour which:

  • Disrupts the learning of others
  • Brings the organisation into disrepute
  • Prevents trainers and assessors from performing their duties
  • Endangers the health and safety of other course participants, Ever Young Training personnel or clients
  • Interferes with the conduct of Ever Young Training; training and assessment operations
  • Breaches the requirements defined in this policy.

Examples of misconduct may include:

  • Defacing training equipment or venues
  • Stealing whilst on course
  • Refusing to meet a safety instruction from a course trainer or assessor
  • Cheating on an assessment
  • Plagiarising another person’s work
  • Verbally or physically abusing Ever Young Training personnel or clients
  • Carrying a weapon
  • Drinking alcohol or taking illegal drugs during course break times.

Disciplinary Action

Any candidate suspected of, or proven to be in breach of any of the requirements of this policy will face disciplinary action.

The type of disciplinary action appropriate for the breach will be determined by the RTO Officer depending on the severity of the activity engaged in. This may include immediate suspension or termination of studies without refund or credit of course fees.

Serious misconduct or illegal activities carried out by any participant will be referred to the police.

Complaints and Appeals

If a candidate believes that the severity of disciplinary action taken by Ever Young Training is unjustified or inappropriate they may choose to access the Complaints and Appeals policy TA3.3. 5.0 Related and Support Documentation

Related and Support Documentation

  • Standard Operating Procedure
  • HR1.5 Operations Breach
  • TA3.3 Complaints and Appeals
  • Forms
  • TA301 Complaint and Appeals

Grievance and Appeals Policy and Procedure


To ensure that all complaints are dealt with in a timely, constructive, efficient manner.

To allow for:

  • An informal approach to the course Trainer/Assessor/Facilitator or individual(s) who the grievance is in relation to.
  • A review conducted by the RTO Officer or an independent body that is not involved in the original assessment decision or grievance.
  • An independent review by an external grievance/appeal consultant or appropriate body.


This procedure applies to all candidates enrolled in a course seeking to appeal against an academic decision or another grievance regarding procedural matters in relation to all Ever Young Training courses.

Responsibility and Authority

It is the responsibility of the Ever Young Training RTO Officer to record and review all Grievances and Appeals.

It is the responsibility of Ever Young Training to ensure that all complaints are dealt with efficiently, effectively, transparently and fairly and that any quality issues identified are addressed.


A candidate seeking to appeal against an academic decision should undertake the following steps;

  • In the first instance an informal approach is to be made to the course Trainer with any new evidence or clarification of existing evidence.
  • Assessment will be reviewed from the submission made by the candidate by an Assessor that was not involved in the original decision.
  • Where the candidate is still dissatisfied with the decision, a complaints and appeals form is to be completed and submitted to the RTO Officer.
  • Appeals will be accepted up to fourteen(14) days from the date of receipt of an assessment result.
  • All appeals received will be entered into the Complaints and Appeals Register by the RTO Officer.
  • Ever Young Training will endeavour to act upon appeals received in writing within fourteen(14) days of receipt.

Complaints / Appeals Consultant

Mutual agreement is to be reached between Ever Young Training and the relevant participant regarding the external consultant to be engaged for use in the external process.

Where participants wish to use an external consultant who is not approved by Ever Young Training the candidate is responsible for payment of all costs associated with the use of the external consultant in the complaints and appeals process.


All assessment action will be suspended pending determination of the appeal process.

All decisions will be immediately communicated to participants in writing and, subject to the provisions of the Administrative Decision (Judicial Review) (Amendment) Act 1991, the decision of an external consultant conducting an appeal or complaints resolution will be final.


The complaints and appeals register will be reviewed regularly and any changes required to Ever Young Training processes and procedures will be logged through Ever Young Training’s Continuous Improvement processes (refer to QM3.1)

International Students

All international students enrolled into courses delivered by Ever Young Training are entitled to access the grievance/appeals procedure set out in this policy. In the event of the dispute remaining unresolved, an international student or Ever Young Training may wish to lodge an external appeal or complaint about a decision, by contacting the Overseas Students Ombudsman. The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their private education or training provider.

This process does not prevent a student from exercising rights to other legal remedies.

Related and Support Documentation Standard Operating Procedures

  • QM3.1 Continuous Improvement
  • TA302 Complaints and Appeals Form
  • TA303 Complaints and Appeals Register
  • QM300 Improvement Request