1. Terms and Conditions for Training Courses

1.1 Disclaimer

1. Training courses (including first aid training) offered by St John provides skills and knowledge in first aid management but does not constitute a medical qualification. St John accepts no responsibility for the subsequent actions of customers.
2. Training courses involve moderate physical activity, including kneeling and bending. St John does not accept any responsibility for any harm suffered by you as a result of your participation in your training sessions.
3. Training courses may include content about serious medical conditions including cardiac arrest and mental health emergencies which may be distressing to some students. St John does not accept any responsibility for any harm suffered by you as a result of your participation in your training sessions.

1.2 Enrolment

1. Enrolment
   1. Before attending any St John course, you need to complete an enrolment form and you may also be required to comply with other pre-requisites, including in relation to the following:
      1. Language, literacy and numeracy
      2. Workplace experience
      3. Completion of other qualifications and units of competency
      4. Computer and internet access and
      5. Evidence of having satisfied any applicable working with vulnerable persons requirements.
   2. Upon completion of enrolment in a course, and receipt of payment, St John will issue you with an electronic receipt and a confirmation email verifying that you are enrolled.
2. Unique Student Identifier (USI)
   1. Subject to sub-clause (iv), it is a requirement that all customers provide a Unique Student Identifier (USI) to St John before a Statement of Attainment can be issued (unless a USI Exemption has been granted by the Department of Education and Training). Additional information may be required for certain courses. St John will advise the customer of any additional requirements at the time of booking.
   2. A USI is a mandatory reference number that allows an individual’s training and qualifications gained anywhere in Australia to be kept together. A certificate/SOA cannot be issued without having a verified USI. For more information and to create a USI, visit www.usi.gov.au. St John will provide students with information about how to submit their USI.
   3. The Student Handbook outlines circumstances where customers can seek an exemption from obtaining a USI and the consequences of doing so. Further information about USI exemptions is available at usi.gov.au/exemptions

1.3 Conduct of students in training courses

1. The Student Handbook provides information regarding the code of conduct of customers undertaking a training with St John, including in relation to:
   1. Regular and punctual attendance (If you arrive after the course commencement time you may not be admitted due to the impracticalities and disruption of making up lost time in a time sensitive group setting.)
   2. Completion of coursework and assessments
   3. Responsible, respectful and cooperative behaviour
   4. Safety and
   5. Preparedness to work effectively in class.
2. Anyone contravening such terms may be asked to leave their course or session.
3. St John reserves the right to end a customer’s involvement in a course if they fail to follow the directions, policies or procedures communicated by the trainer and assessor.

1.4 Not Yet Competent outcomes

1. To gain accreditation in a Vocational and Educational Training (VET) course, students must fulfil the assessment criteria set out in the Student Handbook, and any other criteria notified to customers from time to time.
2. Should you be deemed Not Yet Competent (NYC), you may be eligible to book into the same course at 15% off the listed price within three months or follow the appeals process.
3. The Student Handbook provides further information and details pertaining to reassessment.

1.5 Transfers, cancellations and refund policy for onsite workplace group training

In this document the term ‘onsite workplace training’ refers to training courses booked by an employer or organisation for a group of students specified by them.  The courses may be conducted at the employer’s worksite, or at another location and are not open to enrolments by members of the public.

1. For onsite workplace training no fee will apply where notice of cancellation or request to transfer to an alternative date is received at least five (5) business days before the training commencement date.
2. A booking amendment fee equal to 50% of the course fee will apply where notice of cancellation or transfer to an alternative date is received between five (5) to three (3) business days of the scheduled training commencement date
3. A booking amendment fee equal to 100% of the course fee will apply where notice of cancellation or transfer to an alternative date is received within two (2) business days of the scheduled training commencement date.
4. The notice of intent to cancel a booking must be sent by email to majorcontracts@stjohnvic.com.au.

1.6 Transfers, cancellations and refund policy for public training courses (short courses)

In this document the term ‘short courses’ refers to short format courses, generally with a duration of five days or less. These may be accredited training such as a unit of competency, or they may be non-accredited training.

a. Policy

Enrolment is accepted on the basis that St John will not be held liable for costs incurred due to course cancellation or rescheduling. St John will endeavour to give as much notice as possible of any course changes, and the enclosed cancellation conditions will not apply where St John cancels any training course.

b. Training transfers

1. 1. If you are unable to attend your course as originally booked, public training course transfers can be made by contacting St John Customer Experience on 1300 360 455 between 8.30am – 5.00pm Monday to Friday.
   2. Transfers which are made at least 5 (five) business days in advance of the commencement of the original booked course can be made free of charge.
   3. If a transfer request is made less than 5 (five) business days before the original booked course, a $50.00 administration fee will apply.
   4. Course transfers can be made by the student via their Student Readiness page up to 5 (five) business days prior to the originally booked course, or alternatively by contacting our Customer Service team on 1300 360 455 between 8.30am and 5.00pm Monday to Friday, or via email customer.service@stjohnvic.com.au.
   5. A student may transfer a booking a maximum of two times. Any subsequent transfers will be subject to a $50 administration fee.
   6. No refund will be granted after rescheduling of training has been granted, unless the scheduled course was cancelled by St John.
   7. Transfers to another course once you have commenced a course is subject to the discretion of St John and course availability.
   8. Should the transfer be made from a course where resources have been dispatched to the student to a course that does not require resources (for example transferring from virtual training to face to face training), the cost of the resources will not be refunded.

If you are unable to attend your course as originally booked, you can place your booking on ‘standby’ to be used in the future, subject to course availability. To request this you must contact St John on 1300 360 455 at least 5 (five) business days prior to the commencement of the originally booked course.

Standby bookings are valid for 3 months, if no new booking date is requested you will forfeit your training fees. There will be no refund for any booking placed on standby.

c. Cancellations by customer in a public course

1. 1. To receive a full refund of course fees, cancellations must be made by contacting St John Customer Experience on 1300 360 455 or emailing customer.service@stjohnvic.com.au at least 5 (five) business days prior to the commencement of the course.
   2. Requests to cancel a booked course less than 5 (five) business days prior to course commencement date will not be entitled to a refund of the course fees.
   3. If the student cancels a booking for a course where resources have already been dispatched (for example Virtual First Aid training packs or MHFA e-learning vouchers), the cost of the training pack or voucher will not be refunded, and part of the customer fee may be retained.

d. Cancellations by St John

1. 1. St John reserves the right to cancel a course at any time.
   2. If this occurs, the student will be notified prior to the commencement date of the course and be given the opportunity to reschedule to another course or obtain a refund.

e. Unable to attend or arriving late

1. 1. If you do not attend your scheduled training course and you have not notified St John by 12.00pm on the day of your scheduled training, you will forfeit all training funds credited. St John can be contacted on 1300 360 455 or email customer.service@stjohnvic.com.au.
   2. If you arrived late to your course and late entry is not accepted by the trainer, you must notify St John Customer Experience on 1300 360 455 or email customer.service@stjohnvic.com.au by 12.00pm on the day of your scheduled training to arrange for the course to be rescheduled.
   3. A transfer on the day of the course due to late arrival may incur a $50 administration fee at the discretion of St John.

f. Leaving after starting the course

If you leave a course after commencing a session, or fail to attend a subsequent session of the same course (scheduled for same day or on a different day), then:

1. 1. Your course is not transferable, and there is no refund payable
   2. Any rebooking of a replacement course will be a separate booking and payment and a $50 charge may apply; and
   3. A credit transfer is not available for or towards any Unit of Competency from the abandoned course.

However, where you:

1. 1. Leave a course due to personal sickness/illness, or a significant personal emergency for example, immediate family member death or accident); or
   2. Fail to attend a subsequent session of the same course, due to personal sickness/ illness, a significant personal emergency (for example, immediate family member death or accident), compliance with a health directive, or local emergency (for example, no access due to localised flooding),

and you have provided St John with reasonable notice and provide reasonable written evidence of your inability to attend (for example, a valid medical certificate, an emergency services confirmation, or personalised health directive), then you will be given the option to transfer the course and you may be required to pay a transfer fee of $50 (inc. GST), payable at the time of booking the course.

1.7 Transfers, cancellations and refund policy for public training courses (qualification courses)

In this document the term ‘qualification courses’ refers to long format courses leading to Certificate to Diploma level vocational education qualifications.  This section does not apply to first aid or mental health courses (see 1.6).

a. Policy

Enrolment is accepted on the basis that St John will not be held liable for costs incurred due to course cancellation or rescheduling. St John will endeavour to give as much notice as possible of any course changes, and the enclosed cancellation conditions will not apply where St John cancels any training course.

b. Census dates

St John will specify multiple census dates during a course. Students enrolled in a course on a census date are financially liable for fees due for the study period after this date.

c. Payment Options

1. 1. A non-refundable deposit is due at the time of enrolment to secure the student’s place in the course.
   2. Students will be offered two options for payment of the remainder of the course fees - fortnightly direct debit payment plans or payment of the entire amount by the first census date.

d. Late or overdue payment

1. 1. A $50 late payment fee will be charged for overdue payments. One late fee will be invoiced for each overdue installment.
   2. Students will not be allowed to attend placement shifts until full course payment is received.

e. Absences and non-completion of assessment tasks

1. 1. Students must endeavour to attend class on the days scheduled for their course. If a student is unable to attend a class due to sickness or an emergency, they must contact their trainer on the day of the course, or earlier if possible.
   2. If a student has missed a class St John will offer the student a make-up class where possible. This may be in a different training location and on a different day to the student’s regular class and is subject to the availability of equivalent classes.
   3. There will be no fee charged the first time a make up class (or classes) are scheduled, however a $25 fee will be charged for each subsequent make up class.
   4. St John may require students to provide documentation such as medical certification in support of their request for a make up class.
   5. Students must complete all course work and assessments within 12 months of the commencement of their course, unless a longer duration is specified for a particular course or an extension is granted.
   6. St John will review the progression of students and provide support where a need is identified.
   7. Where a student fails to meet the minimum requirements for attendance and submission of assessment tasks by due dates they may be withdrawn from the course. They will be issued with a Statement of Attainment for any units of competency they have successfully completed, provided course fees have been paid.

f. Course extensions

A student may apply for an extension of time in which to complete their course.  This must be requested in writing by emailing advanced.training@stjohnvic.com.au and will be subject to the discretion of the Training Manager.

g. Deferrals

1. 1. Students may apply for a deferral (transfer to a later course) by emailing advanced.training@stjohnvic.com.au.
   2. A deferral will be considered in cases of emergency, medical conditions, or personal hardship only.
   3. Deferral will only be considered where the student has already commenced the course and has attended classes and submitted course work due.
   4. Payment plans will not be deferred.
   5. Study must be resumed within 6 months of deferral or their enrolment will be withdrawn and a Statement of Attainment issued for any units they have completed (providing course fees have been paid).
   6. Students may defer once only.
   7. No refunds will be approved for enrolments that have been deferred.

h. Course withdrawal (cancellation) by student

1. 1. To withdraw (cancel) their enrolment, a student must provide written notice via email to advanced.training@stjohnvic.com.au. 
   2. Students are liable for any outstanding payments for the next study period if withdrawing after a census date.  Any unpaid fees will be pursued for debt collection and additional administrative fees may be incurred.   This also applies where a student is withdrawn from a course due to failure to meet the requirements for attendance and completion of assessments.  See 1.7 e) (vii)
   3. If a student withdraws from a course they will be issued with a Statement of Attainment for any units of competency they have successfully completed, provided course fees have been paid.
   4. A student will not be precluded from re-enrolling in a future course and may apply for Credit Transfer for any units of competency they have already completed.

i. Refunds

1. 1. Students who withdraw from their course before a census date may be eligible for a refund of fees for units commencing after that census date. If the student withdraws after the last census date they will not be eligible for any refund.
   2. The course deposit is non-refundable regardless of when the student withdraws from the course.
   3. The $50 Uniform levy is non-refundable where uniform items have been issued.
   4. To apply for a refund students must submit a Refund Application form outlining their reasons for withdrawing from the course and providing their bank account details. The refund application must be submitted via email to advanced.training@stjohnvic.com.au within 10 business days of withdrawal from a course.
   5. St John will communicate the outcome of a refund application within 10 business days of receipt of a completed Refund Application form. Any refund granted will be paid within 28 days of the refund being approved.
   6. St John will charge a $50 administrative fee to process a successful refund application and this will be subtracted from the refund amount.
   7. Where a student’s course fee is funded by an organisation, the organisation must apply for the refund, and the refund is payable only to that organisation.
   8. Students withdrawing after the census date who have experienced severe extenuating circumstances affecting their ability to complete the course may apply for special consideration. In this case applications must be submitted within 3 months of the withdrawal taking effect.

j. Cancellation by St John
Students are eligible for a 100% refund if St John cancels the course the student is enrolled in, and the student chooses not to accept a place in an alternative course they have been offered.

2. Privacy Policy

St John Ambulance Australia (VIC) Inc. (St John) complies with the Privacy Act 1988 (Cth) including the Australian Privacy Principles which protect the privacy of individuals by regulating the collection, use and disclosure of personal information. A full copy of the St John Privacy Policy is available on our website. If you have any questions or concerns about the information that St John retains about you, please contact St John People & Culture on 03 8588 8588.

We collect, use and disclose your personal information for the purposes of providing our services, conducting our business, communicating with you and otherwise as set out in our Privacy Policy. If you choose not to provide your personal information to St John, this may affect your ability to be properly enrolled in training or receive certification. Other than sharing your personal information with St John Ambulance organisations in your State or Territory if you do not reside in Victoria, personal information about you will not be shared with any third party without your express consent unless required by law, legal process or when required for reporting training certification to the relevant Government Training Authority.

For further information, view our Privacy Policy at www.stjohnvic.com.au/privacy-legal. For information about access to and request for correction of your personal information that is held by St John or about complaints handling please visit www.stjohnvic.com.au/privacy-legal.

3. Credit Transfer and Recognition of Prior Learning (RPL)

St John recognises accredited training by other Registered Training Organisations. If you have undertaken study before, or have participated in any relevant formal or informal learning, you may be eligible to have that previous learning acknowledged in meeting the requirements of the course in which you intend to enrol

Applications for Credit Transfer or Recognition of Prior Learning should be submitted to St John 10 business days prior to the commencement of the booked course.

You will be advised of the fee for assessing your application for RPL once the application has been received by St John. The fee will vary depending on the course and units of competency for which RPL is being sought.  There is no charge for Credit Transfer.

The Student Handbook contains further information about Credit Transfer and RPL.

4. Complaints and Appeals

A student may challenge any decision made during the training which affects them including complaint, appeal, concern or grievance.

The St John Complaints and Appeals Process is as follows:

1. The student should discuss their appeal, complaint or grievance with their trainer in the first instance.
2. If this action fails to resolve the matter or if the student is uncomfortable approaching their trainer, they can put their grievance or appeal in writing and email it to the St John Victoria Training Operations Manager at training@stjohnvic.com.au within ten (10) working days of completion of the course.
3. If a satisfactory resolution is not reached then you may send a written grievance to the St John RTO Compliance Manager at rto@stjohn.org.au.