PAYMENT and REFUND POLICY
All course fees are payable in advance.
All monies received are placed in a separate account and are not accessed until the course starts.
When courses are longer than three days, a proportion of fees paid for that course will remain in that account until the course is 50%completed *, to ensure pro-rata refunds for eligible applicants.
* (50% based on expected course duration)
Computer based courses are deemed to start on the day of payment, once accessed and materials forwarded there are no refunds available for online courses.
CANCELLED COURSES
Should Abacus Training cancel any course, participants are entitled to a full refund or transfer of funds to a future course.
Medical or Personal Hardship
Applicants who are unable to complete a self-paced computer course and can provide a medical certificate or show extreme personal hardship may be granted a refund.
An applicant’s failure to ensure their computer meets the minimum specification is not grounds for a refund.
REFUND ON HARD COPY OR CD BASED MATERIALS
Deposits will be refunded for training materials and resources that are returned with unopened CD cases.
Where materials have been accessed through an upload of Abacus Training materials, a minimum 50% of the course fee will be retained by Abacus Training.
The cost of packaging and handling will not be refunded.
In some cases a restocking fee of 15% may be applicable.
In all cases payment has been made by cheque, credit card, money order or EFTPOS (Electronic Funds Transaction), a $57.00 admin fee will apply.
Complaints and Appeals
Any client with a grievance in respect to services paid for by the client and provided by Abacus Training , or any client who is not satisfied their assessment was valid, reliable, flexible or fair is encouraged to lodge an appeal.
The appeal must be in writing and state the nature of the appeal, the date of the appeal identifying the course in which the client is enrolled, the service provided and where applicable, the assessment method and the assessors name.
The appeal process will in the initial stages be relatively informal and will consist of the appellant and the assessor, in most cases, the grievance should be resolved to the satisfaction of all parties within 10 working days of receipt of the written appeal.
Where satisfaction and or mutual agreement cannot be reached, the appellant has two options:
In both cases above, it will be the endeavour of Abacus Training to have the matter resolved within 30 days of commencement of the appeal process consistent with 1 or 2 above.
Student Access to Personal Records
The records kept on individual students in respect to courses and training undertaken and the assessment of this training are retained both in hard copy form and electronically.
Students / clients have access to their personal records as maintained by Abacus Training in satisfying the requirements of the Conditions of Registration
Access to these records is arranged directly through their trainer, facilitator or assessor.
Where necessary, the Administration Manager or the Chief Executive Officer will ensure access.
Access will be arranged by the following methods:
This access will be made available within 24 hours of the request.
In this case, access will be made available within 5 working days of receipt of the access request.
All course fees are payable in advance.
All monies received are placed in a separate account and are not accessed until the course starts.
When courses are longer than three days, a proportion of fees paid for that course will remain in that account until the course is 50%completed *, to ensure pro-rata refunds for eligible applicants.
* (50% based on expected course duration)
Computer based courses are deemed to start on the day of payment, once accessed and materials forwarded there are no refunds available for online courses.
CANCELLED COURSES
Should Abacus Training cancel any course, participants are entitled to a full refund or transfer of funds to a future course.
Medical or Personal Hardship
Applicants who are unable to complete a self-paced computer course and can provide a medical certificate or show extreme personal hardship may be granted a refund.
An applicant’s failure to ensure their computer meets the minimum specification is not grounds for a refund.
REFUND ON HARD COPY OR CD BASED MATERIALS
Deposits will be refunded for training materials and resources that are returned with unopened CD cases.
Where materials have been accessed through an upload of Abacus Training materials, a minimum 50% of the course fee will be retained by Abacus Training.
The cost of packaging and handling will not be refunded.
In some cases a restocking fee of 15% may be applicable.
In all cases payment has been made by cheque, credit card, money order or EFTPOS (Electronic Funds Transaction), a $57.00 admin fee will apply.
Complaints and Appeals
Any client with a grievance in respect to services paid for by the client and provided by Abacus Training , or any client who is not satisfied their assessment was valid, reliable, flexible or fair is encouraged to lodge an appeal.
The appeal must be in writing and state the nature of the appeal, the date of the appeal identifying the course in which the client is enrolled, the service provided and where applicable, the assessment method and the assessors name.
The appeal process will in the initial stages be relatively informal and will consist of the appellant and the assessor, in most cases, the grievance should be resolved to the satisfaction of all parties within 10 working days of receipt of the written appeal.
Where satisfaction and or mutual agreement cannot be reached, the appellant has two options:
- Continue the appeal with additional mediation provided by the Chief Executive Officer
- Continue the appeal with additional mediation provided by an agreed independent third party who has demonstrated expertise in the appropriate area of assessment.
In both cases above, it will be the endeavour of Abacus Training to have the matter resolved within 30 days of commencement of the appeal process consistent with 1 or 2 above.
Student Access to Personal Records
The records kept on individual students in respect to courses and training undertaken and the assessment of this training are retained both in hard copy form and electronically.
Students / clients have access to their personal records as maintained by Abacus Training in satisfying the requirements of the Conditions of Registration
Access to these records is arranged directly through their trainer, facilitator or assessor.
Where necessary, the Administration Manager or the Chief Executive Officer will ensure access.
Access will be arranged by the following methods:
- During the period of the students course attendance, through direct access via the facilitator, trainer or assessor by verbal or written request.
This access will be made available within 24 hours of the request.
- After the completion of the course, through the facilitator, trainer, assessor or authorised company employee after receipt of a written request.
In this case, access will be made available within 5 working days of receipt of the access request.