06 _ Fees, charges and refunds policy and procedure
Purpose of the policy
Allara Learning is committed to providing a fair and transparent policy and procedure when dealing with students, prospective students and other stakeholders in relation to fees charged, protection of fees and refunds where warranted.
Policy
Regardless of who pays course fees and additional charges, in accordance with the Standards for RTOs 2025, Allara Learning will ensure the student is fully aware of:
- the total course fees and additional charges applicable to their enrolment,
- who is responsible for paying them (student, employer, or other party),
- any terms and conditions related to the payment of fees and charges, and
- the refund policy.
In accordance with the policies for State or Territory subsidised training, Allara Learning will:
- ensure that course fees for subsidised training meet the requirements of the state or territory policy, and
- refer students to the relevant fact sheets and policy documents for the provision of subsidised training prior to enrolment.
Provision of information
Allara Learning provides students, employers, service providers and other third parties with information relating to fees, charges and refunds prior to enrolment.
Prior to enrolment of a student into an Allara Learning training product, Allara Learning provides the following information:
- The total amount of all fees including the course fee, co-contribution fees, fees for RPL (if applicable), and any applicable additional charges,
- Payment terms, including:
- The schedule of fee instalments (if applicable) and payment due dates,
- The amount of fees to be paid for each instalment, and
- Any non-refundable deposit/enrolment fee.
- The nature of the guarantee given by Allara Learning to complete the training and/or assessment once the student has commenced study in their chosen qualification or course.
- Access to this Fees, Charges and Refunds Policy via the Allara Learning website.
Fee for Service Courses
Course fees and additional charges
All fees including course fees and any applicable additional charges for training products delivered by Allara Learning through fee for service arrangements are published on the training product (course) pages of the Allara Learning website.
Full and part qualifications
Administration fee; An administration fee of $350 applies to all full or part qualification course enrolments. This administration fee is included within published course enrolment fees and is non-refundable unless:
- The number of enrolments exceeds the maximum allowable, or
- The student is assessed as not meeting the published eligibility criteria and/or the minimum ACSF level for entry into the course, or
- Allara Learning cancels the course.
Enrolment fee; A minimum enrolment fee of $1,500 applies to all full or part qualification courses and is payable in advance of training commencement, except where:
- the total course fees and additional charges is less than $1,500, or
- the payer agrees to a schedule of payments under a payment plan, or
- the student accesses subsidised training for the training product (see State and Territory sections below).
Short courses
The published course fees available on the Allara Learning website constitute the administration and enrolment fee for a short course.
Additional costs may be incurred for the issuance of NSW Liquor and gaming and/or NSW Food Authority certifications.
Fees for short courses are due and payable in advance of the course commencement.
Australian Capital Territory Subsidised Training
Student Contribution Fees
The Student Contribution Fee (course fee) for ACT User Choice full qualifications is $350.
No additional tuition fees, beyond the Student Contribution Fee, will be charged for units/qualifications covered by User Choice funding, unless explicitly permitted and agreed upon in the RTOs funding agreement with Skills Canberra.
Concessions and Exemptions
Allara Learning will apply concessions and exemptions to the Student Contribution Fee in accordance with the ACT Standards Compliance Guide for Australian Apprenticeships and our funding agreement with Skills Canberra.
Students seeking a concession or exemption must provide supporting evidence prior to enrolment and payment.
Assessment of eligibility for concessions/exemptions will be documented and retained.
Concession fee
Eligible Concession Holders include:
- Australian Apprentices who, at the commencement of training, hold a current Health Care Card or Pensioner Concession Card issued by the Commonwealth Government.
- Where the Australian Apprentice is under 18 years of age, eligibility may apply if their parent/guardian holds one of the above cards.
Allara Learning will submit an Application for Fee Concession Reimbursement form to receive a concession payment reimbursement. Where the application is approved, the Training Provider will be reimbursed the full Tuition Fee up to a maximum of $500.
Allara Learning may at our discretion, choose to waive the remaining tuition fee for an Australian Apprentice that is eligible for a fee concession.
Fee exemption
Exemption from Student Contribution Fee applies:
- if the Australian Apprentice is an employee of Allara Learning, or
- the Australian Apprentice recommences with a new employer in same qualification within 12 months, or
- the Australian Apprentice enrols with Allara Learning because of a change of RTO.
Financial Hardship
Students experiencing extreme financial hardship may apply to have course fees and additional charges waived. The decision to waive fees will be at the discretion of the General Manager.
New South Wales
Allara Learning provides access to subsidised training for students who live or work in NSW through Smart and Skilled. Students enrolling in subsidised training through a smart and skilled program are charged a fee per qualification.
The prospective qualification fee is published within the course information pages on the Allara Learning website along with information relating to a student’s eligibility to enrol and their entitlement to a fee exemption or concession.
To charge the correct fee per qualification, Allara Learning will:
- Use the Provider Calculator to determine the correct student fee based on the student's eligibility, their chosen full or part qualification and the relevant smart and skilled program,
- Lodge a notification of enrolment for the relevant full or part qualification or relevant program, and
- Charge a fee per qualification as calculated in the notification of enrolment
Fees must be paid prior to the completion of the qualification and issuance of certification.
Eligibility for fee exemption or concession
Where fees are payable for Smart and Skilled subsidised training, students may be exempt from or eligible for a concession fee if they fit into one of the following categories:
- People in receipt of a commonwealth benefit.
- Dependents of people in receipt of a commonwealth benefit.
- Indigenous – People of Aboriginal or Torres Strait Islander descent.
- People who are inmates of a custodial institution.
- People experiencing extreme financial hardship. This exemption is to be applied at the discretion of the RTO.
- People enrolled in one of the following fee-exempt, publicly funded programs:
- Courses designed to provide foundation skills or to prepare students for further study
- Courses delivered specifically for Aboriginal and Torres Strait Islander Peoples
- Australian Apprenticeship Access Program
- Adult Migrants English Program (AMEP)
- Women’s Access Programs
- VET in Schools Programs for enrolled school students
- Literacy and numeracy courses
- Certificate I in General Education for Adults.
Students claiming an exemption or concession must provide evidence that they fit into one of the listed categories at the time of enrolment by supplying an acceptable form of evidence as identified in the Smart and Skilled Fees Administration Policy.
An Allara Learning representative will confirm if the student is eligible for either an exemption or concession at the time of enrolment through verification of the students' fee exemption or concession category.
Exemption from fees
To be eligible for an exemption from the course fee a student must meet one of the eligibility criteria listed above.
Except where a student identifies as Indigenous (Aboriginal or Torres Strait Islander), a student must be receiving the relevant entitlement at time of enrolment or no later than the date of the first participation in training.
No other grounds will be recognised.
Concession fees
To be eligible for a Concession fee from the course fee a student must meet one of the eligibility criteria listed above.
A student must be receiving the relevant entitlement at time of enrolment or no later than the date of the first participation in training.
No other grounds will be recognised.
Financial Hardship
Students experiencing extreme financial hardship may apply to have course fees and additional charges waived. The decision to waive fees will be at the discretion of the General Manager.
Queensland Subsidised Training
Allara Learning provides access to subsidised training in Queensland as a Skills Assure Supplier (SAS) and charges, collects, and provides refund of fees in accordance with the Queensland Skills Assure Supplier Policy 2025-2028 (the SAS Policy).
Publication of Fees
Allara Learning will publish on a dedicated webpage the total Co-Contribution fee for both concessional/Priority Population Group (PPG) and non-concessional students for each Qualification or Skill set approved for delivery under a Queensland Government Program. This information will also be included in all other marketing and advertising of each Qualification or Skill set.
Co-Contribution Fees
The Co-Contribution Fee represents the total cost to the student for Queensland Government subsidised training. This includes all enrolment charges, tuition, services and materials fees, and any other mandatory costs related to delivering training, assessment, and awarding the Qualification.
This also covers costs such as criminal history checks, if required for Vocational Placement or employment in certain occupations.
Payment at Unit Level
Co-contribution fees will be charged, collected, and reported at the Unit of Competency level. Unit fees will total the published Co-contribution fee and will be calculated either by evenly dividing the total Co-contribution fee across payable units.
Upfront Payment Restrictions
Allara Learning will not request or demand more than 30% of the total Co-contribution fee upfront from any student.
Payment by Third Parties
The Co-contribution fee may be paid on behalf of the student by their employer or a third party unrelated to Allara Learning.
Allara Learning will not pay or waive the Co-contribution fee directly or indirectly unless approved in writing by the Department of Trade, Employment and Training ('the Department').
Allara Learning will not refund, return, or provide cash payments (including 'referral fees' or other bonuses) to any fee payer, including third parties.
Fee Eligibility and Exemptions
Concessional Status: Concessional student status applies if the student falls into one of the following categories at the time of enrolment:
- Holds a Health Care, Veteran, or Pensioner Concession Card issued under Commonwealth law, or is the partner or a dependant of a person who holds such a card and is named on the card,
- Holds an official form issued under Commonwealth law confirming entitlement to concessions under a Health Care, Veteran, or Pensioner Concession Card for themselves, their partner, or the person of whom they are a dependant,
- Identifies as Aboriginal or Torres Strait Islander,
- Has a disability,
- Is an adult prisoner.
Allara Learning will confirm a student's eligibility for concessional status at the time of enrolment and retain appropriate evidence.
Full Fee Exemptions: Allara Learning will apply a full Co-contribution fee exemption for students falling into one of the following categories:
- Skilling Queenslanders for Work (SQW) participants.
- Students participating in specific fee-free training programs as announced by the Queensland Government.
- Students undertaking foundation skills training.
- Concessional students enrolled in lower-level vocational Qualifications.
Optional Fee Collection
Where the Queensland Government states in writing that the collection of Co-contribution fees is optional, Allara Learning may choose not to collect the Co-contribution fee.
Payment of fees
Course fees and additional charges (if applicable) may be paid by:
- The student, or
- An employer, or
- A service provider, or
- A third-party stakeholder.
After taking into consideration applicable government subsidies, concession or fee exemptions, Allara Learning will issue an invoice to the payer in accordance with any agreed payment plan schedule.
As per fee protection requirements, initial invoices are capped at a maximum of $1,500 per enrolment prior to course commencement.
Invoices must be paid in full within 14 days of the invoice date by credit card, direct deposit, or electronic funds transfer in accordance with the payment details set out in the invoice.
Payment plans
In line with our values on equity and access, students may approach Allara Learning if they have circumstances that warrant an alternative payment structure being agreed.
A payment plan may be arranged with payment for course fees and additional charges paid in smaller instalments.
Cooling off period
Where course fees are paid in advance of course commencement a cooling off period of ten (10) business days applies.
The first date of the cooling-off period commences from the date of signing the enrolment application from, or the course start date, whichever is the earlier.
If the scheduled commencement date of a course falls within the Cooling-off Period the student acknowledges that by commencing the course, they are electing to waive their right to the remainder of the cooling-off period.
Overdue fees
If invoices have not been paid in full by the due date, Allara Learning will follow up payment with the payer at the following intervals:
- Contact made at 30 days past the due date,
- Contact made at 60 days past the due date,
- Contact made at 90 days past the due date.
At 90 days past the due date, Allara Learning will advise the payee of the consequence of non-payment of fees as set out below in ‘Non-payment of fees’.
Allara Learning will retain records of all emails and conversations related to the collection and payment of fees.
Non-payment of fees
If the fees remain unpaid, Allara Learning may withdraw access to the course or refuse to provide certification for the training provided.
If Allara Learning chooses to exercise this right, we do so by providing written notice to the relevant parties of the training contract.
Where the training contract is a registered training contract such as an Australian Apprenticeship or Traineeship, Allara Learning will notify the relevant state or territory department prior to exercising this right.
Refund of Fees
Refunds for Full or Part Qualifications
A refund of course fees paid for full, or part qualifications may apply if a request for refund is made in writing under the following circumstances:
- A full refund of fees paid (including the administration fee of $350) applies if a student is not offered a place in the course for one of the following reasons:
- The number of enrolments exceeds the maximum allowable, or
- The student is assessed as not meeting the published eligibility criteria and/or the minimum ACSF level for entry into the course, or
- Allara Learning cancels the course.
- A full refund, less the administration fee of $350 applies where a refund is requested within the cooling-off period.
- A 50% refund of the course fees less the administration fee of $350 applies where a a refund is requested after the course has commenced and the student has participated in less than 50% of the course.
Where Allara Learning cancels a course, we may offer the student a transfer to another Allara Learning course. The choice to transfer or withdraw is for the student to make. If the student elects to transfer, the course fees paid will be transferred to the new course. Additional course fees may apply where the second course has a higher course price.
Note: The percentage of course completed is calculated as either 50% of the course enrolment period, or 50% of all units of competency completed, whichever occurs first.
Refunds for Short Courses
A refund of course fees paid for a short course may apply if a request for refund is made in writing under the following circumstances:
- If a refund is requested in writing within the cooling-off period and at least forty-eight (48) hours in advance of the course commencement date.
- A course is cancelled by Allara Learning.
- A course is rescheduled by Allara Learning and the student elects not to transfer their enrolment to the alternative course dates.
Where a course date has been rescheduled by Allara Learning, payment of course fees will be transferred to the rescheduled date.
If a student requests to reschedule their short course enrolment, a re-booking fee of $30 applies. Requests must be received in writing at least forty-eight (48) hours prior to the course commencement date.
Refunds for Queensland subsidised training
A refund of course fees paid for Queensland subsidies training programs may apply if a request for refund is made in writing under the following circumstances:
- where training has not commenced at the time of enrolment cancellation, a full refund of the Co-contribution fee applies.
- where a student withdraws from a Unit of Competency/Module, a proportionate refund applies.
Refunds under compelling circumstances
A pro-rata refund of fees may be made at any time during the course delivery if a student withdraws or cancels for reasons of personal circumstances beyond their control including but not limited to:
- Serious illness resulting in extended absence from classes, or
- Injury or disability that prevents the student from completing their program of study, or
- Other exceptional reasons at the discretion of the General Manager.
Deferring study
In cases of compelling circumstances, the student may wish to defer their studies. Payment of fees will be held until the student returns to studies and may be transferred to another course of study at the time of re-enrolment/commencement.
A student that defers studies must return to studies within twelve (12) months of the commencement of the deferment period.
Non-refundable fees
Fees are non-refundable if:
- The student has commenced training in a full or part qualification and has participated in more than 50% of the course.
- The student applies for Recognition of Prior Learning (RPL) for a full or part qualification and their application is unsuccessful.
- The student fails to attend their scheduled short course.
- The student fails to comply with the student code of conduct and terms and conditions of enrolment.
- The student provides false or misleading information.
- The student withdraws from a course after the cooling-off period has expired.
- The student withdraws from a short course within 48 hours of the course commencement date.
Application for refunds
In all circumstances, requests for refund or transfer of fees must be made in writing by submitting a ‘Request for refund form’ to support@allaralearning.com.au. The form is available on the Allara Learning website.
An Allara Learning representative will review the refund application and may require the student or their representative to provide supporting evidence (for example, medical certificate).
Approved refunds will be paid within thirty (30) days of the refund approval.
Fee protections
Allara Learning will not require payment of more than $1,500 (the prepaid fee threshold) from each individual student prior to the commencement of training for payment of course fees and additional charges.
Following course commencement, Allara Learning may require the payment of additional fees as per the published course fees and additional charges for the training product.
Allara Learning warrants that it maintains appropriate retained funds in its bank account to enable continuance through to completion of the training and/or assessment once the student has commenced study in their chosen course.
Related documents
Applicable state and territory subsidised training policies, procedures and guidelines
Complaints and appeals policy and procedure
Terms and conditions of enrolment