VET Student Loans

VET Student Loans are:

1. A loan from the Commonwealth; and
2. The loan will remain a personal debt until it is repaid to the Commonwealth;
3. The loan may, until the debt is repaid, reduce a student’s take-home (after-tax) wage or salary and may reduce the student’s borrowing capacity, and
4. A student may wish to seek independent financial advice before applying for a loan.

Loan Caps

A Loan Cap is the maximum amount of a VET Student Loan that can be applied for to cover the cost of tuition fees. Loan Caps are set by the Government. In the event that a course tuition fee exceeds the Loan Cap, a gap fee (the difference between the Loan Cap and the tuition fee) will be charged directly to the student.

Loan Caps are indexed annually. Further information on VET Student Loans Courses and Loan Caps can be found by accessing Resources tab on the VSL website.

Tuition Fees and Census Dates

VET Student Loans Debt information provided is based on a student accessing Skills First Funding. 

Where a student does not meet the eligibility criteria for Skills First Funding, Fee-for-Service rates (see TR002VIC Indicative Fees and Charges) and a 20% Loan Fee will apply. 

Census dates are set for each ‘fee period’ of a student enrolment. A census date is the last day in which a student must confirm their intention to apply for a VET Student Loan for that period/units, or withdraw from a period/units without incurring a debt for a VET Student Loan.

Click here for important dates and fee table

Options for Paying Fees

There is no obligation for students undertaking VSL Approved Courses to access VET Student Loans. Students may pay their tuition fees in full prior to commencement of their training or may choose to access a payment plan to pay their tuition fees off over time.

If a student applies for a VET Student Loan and decides to pay upfront for a particular unit or part of the training program, they must notify Skillinvest on or before the census day pertaining to that part of the course. Skillinvest must notify the Secretary as soon as practicable in line with the usual reporting requirements, with a zero-loan amount being reported.

Purpose

This procedure describes the process whereby Skillinvest selects and enrols students under VET Student Loans (VSL).

Procedure

Student Entry and Enrolment

Prospective students must meet the eligibility criteria as set out under Eligibility Criteria for VET Student Loans, in addition to the following requirements.

To commence the process of enrolment, prospective students will be sent a link to complete a Student Enrolment Pack which includes a Pre-Training Review.

Eligibility

Upon submitting a request, a Student Enrolment Pack is sent to applicant via VET Enrol to express their interest to utilise VET Student Loans (VSL) funding. Once this is received from the student, they will be sent a link to check their VET Student Loans eligibility online via the eligibility test.

Once the applicant has checked their eligibility and provided the necessary evidence of eligibility which will be retained by Skillinvest (see Evidence of Citizenship below), they will be sent a link to complete their electronic Commonwealth Assistance Form (eCAF) request.

It is important that all VET Student Loans (VSL) applicants carefully read the VET Student Loan Information Booklet.

Academic Suitability

To confirm the academic suitability of a prospective student to undertake training utilising the VET Student Loans, Skillinvest will:

• obtain a copy of a Senior Secondary Certificate of Education that has been awarded to the prospective student by an agency or authority of a State or Territory for the student’s completion of Year 12; or
• if they have not completed Year 12, the prospective student will be assessed to display competence at or above Exit Level 3 in the Australian Core Skills Framework in both reading and numeracy in the Language Literacy and Numeracy (LLN) assessment; or
• obtain a copy of a Certificate IV or above in the Australian Qualifications Framework that has been awarded to the prospective student, and the course for the qualification was delivered in English.

Pre-Training Review 

Skillinvest will conduct a Pre-Training Review during the enrolment process in accordance with the relevant State Funding Contract or Agreement including specific Language, Literacy and Numeracy Assessments. Students applying for VSL in Diploma and Advanced Diploma level courses will complete the VSL LLN as administered by The Learning Resources Group (TLRG).

The Pre-Training Review is reviewed and assessed by a Trainer/Assessor or Training Manager where applicable. The information obtained during the Pre-Training Review is used to:

• identify any competencies previously acquired through RPL or Credit Transfer
• ascertain whether the proposed training program(s) is/are the most suitable for the individual to enrol in, based on their existing educational achievement, capabilities, aspirations, and interests and with due consideration of the likely job outcomes from the development of new competencies and skills
• ascertain that the proposed learning strategies and materials are appropriate for that individual.

In addition to the Pre-Training Review, prospective students will undertake an interview process to confirm all details provided by the candidate in their Pre-Training Review and further discuss the program(s) that they wish to undertake.

Identification Documents

It is mandatory to collect, verify and retain copies of the ID of VET Student Loans applicants. All VSL applicants must obtain the following documents and information for their enrolment. This includes:

• Certified ID (certification of ID is provided through the use of Rapid ID, an online DVS service), and
• Unique Student Identifier (USI), and
• Tax File Number (if the student has applied for, but not been issued with, a tax file number, a certificate from the Commissioner that the student has applied for a tax file number is required)

If the prospective student is under 18, they must:

• Have a VET Student Loans Parental Consent Form signed by a parent or guardian (this must be completed and supplied to Skillinvest prior to submitting enrolment information into the eCAF system), or
• Obtain evidence of the assessment of receipt that the prospective student has received youth allowance (within the meaning of the Social Security Act 1991) on the basis that the student is independent (within the meaning of Part 2.11 of that Act).

Evidence of Citizenship

For the purpose of determining that an applicant meets the citizenship and residency eligibility requirements, they must provide one of the following (as applies to individual circumstances):

• A current Australian passport, OR
• If the applicant does not have a current Australian passport, the following applies:
• Applicants born in Australia before 20 August 1986, a full birth certificate issued by an Australian Registry of Births, Deaths and Marriages.
  An exception to this is where the applicant’s parents were in Australia as diplomats or consular officers at the time of the applicant’s birth. In these circumstances, the applicant will need to provide a citizenship certificate or extract of citizenship certificate as evidence they are an Australian citizen.
• Applicants born in Australia on or after 20^th August 1986 and one of their parents was an Australian citizen at the time of their birth, a full birth certificate issued by an Australian Registry of Births, Deaths and Marriages. This must also show that at least one of the parents was born in Australia, and the parent was born before 20^th August 1986. If neither parent was born in Australia, the applicant may provide a parent’s Australian citizenship certificate (or extract) identifying that at least one parent was an Australian citizen at the time of their birth.
  If their parent was born in Australia on or after 20^th August 1986, the parent’s full birth certificate issued by an Australian Registry of Births, Deaths and Marriages, or the parent’s citizenship certificate (or extract), is still required.
• Applicants born in Australia on or after 20^th August 1986 and one of their parents was a permanent resident of Australia at the time of their birth, the applicant must provide their Australian citizenship certificate (or extract).
• Applicants born in Australia on or after 20^th August 1986 and neither parent was an Australian citizen or an Australian permanent resident at the time of the birth and the applicant was ordinarily a resident in Australia for the first 10 years after they were born and therefore acquired Australian citizenship on their 10^th birthday, must provide their Australian citizenship certificate (or extract).
• First Nations applicants not registered as birth by the relevant state/territory authority may submit aStatutory Declaration Form – citizenship-First Nations student-birth not registered. Statutory Declarations are not acceptable forms of proof of Australian citizenship for any applicants other than First Nations people whose birth was not registered by the relevant state/territory authority.
• Applicants born overseas and acquired Australian citizenship by application, applicants will need to provide either a current Australian passport, an Australian citizenship certificate (or extract), or a citizenship by descent extract.
• Applicant or their parent was born in Papua New Guinea prior to 16^th September 1975, the applicant should contact Home Affairs to obtain evidence of Australian citizenship by lodging Form 119 Application for evidence of Australian citizenship.Applicants who were issued with an Australian citizenship certificate (or extract) on or after 1^st January 2009, may use this as evidence.
• Permanent humanitarian visa holders will require their visa to be verified through the Home Affair’s Visa Entitlement Verification Online (VEVO) service.
• Pacific Engagement visa holders will require their visa to be verified through the Home Affair’s Visa Entitlement Verification Online (VEVO) service.
• New Zealand citizens are eligible if they hold a Special Category visa (SCV) and:
  • has usually been a resident in Australia for at least 10 years at the time of applying for a loan, and
  • was a dependent child aged under 18 years of age when he or she first was usually resident in Australia and
  • has been in Australia for periods totalling 8 years during the previous 10 years and
  • has been in Australian for periods totalling 18 months during the previous two years

New Zealand citizens are required to provide a copy of their visa, current New Zealand passport and a copy of their international movement records issued by the Department of Home Affairs.

Credit Transfer (CT) 

Skillinvest recognises all AQF qualifications and statements of attainment issued by other training providers. A student may apply to have a unit of competency recognised by Skillinvest if the unit code and title exactly matches the unit of competency for which recognition is being sought; or if the unit of competency held is superseded and equivalent to the current unit of competency. Skillinvest verify the evidence provided by prospective students applying for Credit Transfers. 

Recognition of Prior Learning (RPL) 

Skillinvest recognises that people learn and acquire skills and knowledge in ways other than just formal study or current training. A person may acquire skills relevant to the work situation through non-accredited training courses, workplace training, hobbies, interests and life experience. Sometimes the skills and knowledge acquired in these ways can be applied to the current workplace tasks and roles a person is performing. The RPL process measures these previously acquired skills and knowledge against unit/s of competency. Skillinvest verify the evidence provided by prospective students applying for Recognition of Prior Learning. 

Upon successfully completing all requirements listed above and being deemed a ‘genuine student’ who meets the eligibility requirements, prospective students will be offered a place within their chosen training program(s).

To be an eligible student, you must meet ALL of the following criteria.

• You are:
  • an Australian citizen, or
  • a qualifying New Zealand citizen, or
  • a permanent humanitarian visa holder, who is usually resident in Australia, or
  • a pacific engagement visa holder who is usually resident in Australia.
• Your HELP balance (the amount of your HELP loan limit you have left) is more than $0. This means you have enough HELP loan limit remaining for your proposed studies to be covered by the loan. The HELP loan limit is the limit on how much you can borrow. Any borrowing under FEE-HELP, VET FEE-HELP, VET Student Loans and, from 1 January 2020, HECS-HELP will count towards your HELP loan limit.
• You are enrolled with an approved course provider in an approved course and have enrolled in accordance with the application requirements.
• You are studying the approved course primarily at a campus in Australia.
• You have been assessed by your approved course provider as academically suited to undertake the approved course on the basis of either:
  • providing your Australian Year 12 Certificate, or
  • providing your International Baccalaureate Diploma Programme (IB) diploma, or
  • providing a copy of a certificate showing you have been awarded a qualification at level 4, or above in the Australian Qualifications Framework (where the language of instruction was English) or at a level in a framework that preceded the AQF and is equivalent to level 4 or above in the AQF, or
  • displaying competence at Exit Level 3 in the Australian Core Skills Framework in both reading and numeracy through an approved Language, Literacy and Numeracy test.

In addition, your approved course provider must reasonably believe you show competence in completing the course.

• You meet the Tax File Number (TFN) requirements.
• You have a Unique Student Identifier (USI) or are otherwise exempt.
• You have given the required documents to your approved course provider and submitted the loan application form by the first census day no less than two business days after enrolling.

To check your eligibility, please visit the VSL Eligibility Check on the Your Career website.

Purpose

The purpose of this procedure is to outline the process for students who wish to withdraw from a VET Student Loans (VSL) approved course or unit of study, under the VET Student Loan Scheme.

Procedure

Student Withdrawal Request

A student enrolled under the VET Student Loans scheme requests to withdraw from a training program, unit of competency or ‘fee period’ by completing and submitting a VET Student Loan Application to Withdraw Form. This application is forwarded to admin@skillinvest.com.au

Withdrawing Within the Nominated Census Date Period

Students seeking to withdraw from a training program, unit of study or ‘fee period’ without incurring a VET Student Loan debt, must complete and submit the VET Student Loan Application to Withdraw form, nominating every unit of study the student wants to withdraw from, on or before the census date, including any units for future study periods.

Students that lodge their Withdrawal Application Form on or before the census date for a training program, unit of study or ‘fee period’ will be granted a withdrawal without penalty, and 100% upfront tuition fees paid for that unit will be refunded and no VET Student Loan debt will be incurred.

Withdrawing Outside of the Nominated Census Date Period

Students that lodge their Withdrawal Application Form after the census date for a training program, unit of study or ‘fee period’ are still liable to pay the upfront tuition fees for that unit of study and will incur a VET Student Loan debt, regardless of whether the student attended any classes or handed in any assessment items.

Fee Waiver Under Extenuating Circumstances

Students who withdraw from a training program, unit of study or ‘fee period’ after the census date because of serious illness or other extenuating circumstances, can apply directly to Skillinvest to have their VET Student Loan balance recredited and VET Student Loan debt removed. Requests can be made in writing via email to admin@skillinvest.com.au

Extenuating circumstances, covering a range of unexpected, extenuating, and compassionate circumstances, are those which are outside the control of the student and/or for which there was no opportunity to prepare in advance. For Skillinvest to be satisfied that extenuating circumstances apply, a student must be able to provide documentary evidence reflecting that the circumstances:

• were beyond the student’s control; and
• did not make their full impact on the student until on or after the census date; and
• made it impracticable for the student to complete a training program, unit of study or ‘fee period’

Documentary evidence will be required to support a claim for a request for a fee waiver under extenuating circumstances and decisions will be made by the Skillinvest Training Manager on an individual case-by-case basis.

Student Notification of Outcome of Application to Withdraw

The student will be notified in writing (email) of the outcome of their application to withdraw. The correspondence will be recorded in their individual student files.

Cancellation of Enrolment

Withdrawals or cancellation of enrolment may also be initiated by Skillinvest under the following circumstances:

• the student is not participating nor making attempts to further their progress
• contact with the student has been lost, or
• as a result of misconduct.

Students who have commenced the course but have not participated for four (4) weeks of classroom training sessions and have been uncontactable, will be withdrawn from the course.

For VET Student Loans enabled students whose enrolment is proposed to be withdrawn or cancelled by Skillinvest for the above-mentioned reasons, Student Services will:

• notify the student of the proposed cancellation
• provide the student at least 28 days to initiate a grievance procedure if they wish, before the cancellation takes final effect, and
• set out the circumstances in which tuition or other fees for the relevant training program (or part thereof), will or will not be refunded.

Re-enrolling After Course Withdrawal

Students who have previously withdrawn from an approved training program or part of an approved training program, will be required to authorise their re-enrolment in writing. This authority will be granted via completing a new Student Enrolment Pack at the time of re-enrolment.

Policy

This section outlines the circumstances and process where a refund of VET Student Loans (VSL) debt will be considered and applied.

Incurring a VET Student Loan Debt

VET Student Loans are a loan from the Commonwealth, which will remain a personal debt until it is repaid to the Commonwealth, and the loan may, until the debt is repaid, reduce a student’s take-home (after-tax) wage or salary and may reduce the student’s borrowing capacity. You start paying your loan through your tax once you start earning a certain income.

Students applying for VET Student Loans must meet the eligibility requirements. The loan will not be approved for anyone not meeting the eligibility criteria.

A Student who is, or would be, eligible for VET Student Loan and has requested VET Student Loan Assistance, who withdraws from a training program, unit of study of ‘fee period’ on or before the census date will not incur a VET Student Loan debt for the tuition fees for that Unit.

Students who have requested VET Student Loan Assistance who remain enrolled after the published census date will incur a VET Student Loan debt.

Re-crediting a VET Student Loan Balance

Students who withdraw from a training program, unit of study or ‘fee period’ after the published census date, or fail to complete a training program, unit of study or ‘fee period’, may apply to have their VET Student Loan balance re-credited with respect to the training program, unit of study or ‘fee period’ if they believe special circumstances apply (under section 68 of the Act).

Students may also apply to the Secretary under section 71 of the Act for the student’s balance to be recredited due to:

• the provider, or a person acting on the provider’s behalf, engaged in unacceptable conduct in relation to the student’s application for the VET student loan, or
• the provider has failed to comply with the Act or an instrument under the Act and the failure has adversely affected the student.

Other considerations include:

• applications for re-crediting under section 68 of the Act must be made within 12 months after the census day for the training program, or the part of the training program concerned, or within that period as extended by Skillinvest
• applications for re-crediting under section 71 of the Act must be made within 5 years after the census day for the training program, or the part of the training program concerned or within that period as extended by the Secretary
• there is no charge for reconsideration or review of decisions, other than review by the Administrative Appeals Tribunal (AAT)
• the Secretary of may re-credit a student’s HELP balance in relation to special circumstances if an approved course provider is unable to act or is being wound up or has been dissolved, or has failed to act and the Secretary is satisfied that the failure is unreasonable

This process ensures that Skillinvest does not victimise or discriminate against a student for: seeking a review or reconsideration of a decision, using the provider grievance processes or procedures or making an application for re-crediting the student’s HELP balance.

Special Circumstances

If a student withdraws from a training program, unit of study or ‘fee period’ after the published census date, or has been unable to successfully complete a unit, and believes this was due to special circumstances, the student may apply to have their HELP balance re-credited for the affected unit/s.

Skillinvest will re-credit the Student’s HELP balance if it is satisfied that special circumstances apply where:

• these circumstances are beyond their control, and
• these circumstances did not make their full impact on the student until on, or after the census date, and
• these circumstances were such that it was impracticable for the student to complete the requirements for the Unit.

Meaning of ‘Special Circumstances’

Special circumstances beyond a person’s control

Examples of circumstances that may be considered beyond a person’s control might include a motor vehicle accident or the worsening of a serious illness.

Special circumstances that do not make full impact until on or after the census date

Circumstances could be considered not to make their full impact on the person until on or after the census day for the training program, unit of study or ‘fee period’ if the person’s circumstances occurred:

• before the census day, but worsen after that day
• before the census day, but the full effect or magnitude did not become apparent until after that day, or
• on or after the census day.

Special circumstances arising from pre-existing conditions

A circumstance that first occurred before the census day may satisfy the special circumstances requirement where it worsens after that day, or the full effect or magnitude does not become apparent until after that day.

For example, a person may have an illness or other underlying, pre-existing condition or incapacity prior to the census day for a course, but that condition may worsen, or the person may suffer from an aggravation, deterioration, or serious episode, after the census date.

Alternatively, the full implications of a person’s condition may not have been apparent until after the census day. This may be because recovery does not go to plan, or the degree of disability or incapacity for study is not fully realised until after the census day.

Skillinvest will consider whether the person’s circumstances changed on or after the census day and when the full effect or magnitude of the circumstances became apparent, considering any additional circumstances, including continuation of a pre-existing condition that may have affected the person on or after the census day.

Circumstances that made it impracticable to complete a course

The term ‘impracticable’ is defined as ‘not practicable, that which cannot be put into practice with the available means.

In considering whether circumstances are special circumstances because they make it impracticable for the student to complete the requirements of the course, or part of the course, during the student’s enrolment, Skillinvest will consider:

• whether the student could do enough private study, or attend training sessions and other activities, or engage online, to meet course requirements
• whether the student could complete any required assessable work, or demonstrate competencies required, and
• whether the student could complete any other requirements arising from the student’s inability to do the above.

Circumstances that make it impracticable for the person to complete the requirements for their course may include (among other things):

• medical circumstances – for example where a person’s medical condition has changed to such an extent that he or she is unable to continue studying
• family or personal circumstances – for example death or severe medical problems within a family, or unforeseen family financial difficulties which affect the student to such an extent that it is unreasonable to expect a person to continue studies, or
• the student’s employment related circumstances – for example where a person’s employment status or arrangements have changed so the person is unable to continue their studies and this change is beyond the person’s control.

Supporting Documentation

Application for re-credit will be considered on its merits in conjunction with the supporting documentation the student provides. The student’s supporting documentation should provide enough detail for Skillinvest to make an informed decision regarding their case for re-credit.

It is very important that the student provides independent supporting documentation to support their claims. It is not enough to provide only a personal statement outlining their special circumstances. Depending on their reasons for applying for re-credit the student may also need to provide a statement from a doctor, counsellor, or their employer to verify claims.

Statements made by parents, husbands/wives/partners, close relatives, or friends are not considered to be ‘independent documentation’ for these purposes.

Supporting documentation should include:

For medical reasons – a statement from a doctor indicating:

• the date the student’s medical condition began or changed
• how the student’s condition affected your ability to study, and
• when it became apparent that the student could not continue with their studies.

For family/personal reasons – a statement from a doctor, counsellor or independent member of the community (e.g. Justice of the Peace or a Minister of Religion) indicating:

• the date the student’s personal circumstance began or changed
• how the circumstance affected the student’s ability to study, and
• when it became apparent that the student could not continue with their studies.

For employment related reasons – a statement from the student’s employer indicating:

• any changes to the students working arrangements, and
• how these changes have impacted the student, and
• that changes made are out of the control of the student.

Procedure

Re-credit of a Student’s HELP Balance

Each application for re-credit of a student’s HELP balance will be considered on its merits together with all supporting documentation substantiating the special circumstances claim. There is no charge to undertake this process.

The Training Manager is the designated VET Student Loan Officer of Skillinvest. The VET Student Loan Officer is responsible for the assessment of a student’s request for a re-credit of their HELP balance due to special circumstances and for the initial decision regarding the request.

A student must apply in writing to the Training Manager, 229 Longerenong Road, Longerenong VIC 3401, info@longy.com.au within 12 months of the withdrawal date, or if the student has not withdrawn, within 12 months of the specified completion date of the training program, unit of study or ‘fee period’. Skillinvest has the discretion to waive this requirement if it is satisfied that it was not possible for the application to be made within a 12-month period. Relevant supporting documentation will be required to substantiate the claim.

The application for re-crediting a HELP balance must include details of the:

• unit(s) for which a student is seeking a HELP balance re-credit, and
• special circumstances as referred to above including supporting documentation.

Skillinvest will consider each application within 28 days of receipt of the application. It will consider each request to re-credit a HELP balance in accordance with the requirements of the Act. Applicants will be notified in writing of the decision within 28 days.

Review of Decision

Where Skillinvest decides NOT to re-credit a student’s HELP balance that decision may be subject to review.

If a student is not satisfied with the decision made by Skillinvest, the student may apply for a review of the decision. The application for review must:

• be made within 28 days of receipt of the original decision
• include the date of the original decision
• state fully the reasons for applying for the review
• include any additional relevant evidence.

Applications should be made in writing to the General Manager – Training, 229 Longerenong Road, Longerenong VIC 3401, info@longy.com.au as the designated Review Officer of any decisions relating to a review request for recrediting of a HELP balance. This review will be free of charge for the student. Note: The Review Officer is senior to the designated VET Student Loan officer responsible for the original decision and was not involved in making the original decision to be reviewed.

The Review Officer will:

• acknowledge receipt of the application for review of a decision in writing within ten (10) working days, and
• inform the student that if the Review Officer has not advised them of a decision within 45 days of receipt of the application for review, it is taken that the Review Officer has confirmed the original decision.

The Review Officer will then:

• review the information from the original decision and then assess any new evidence provided by the student
• provide written notice to the student of the decision, setting out the reasons for the decision
• inform the student of their right to apply to the Administrative Appeals Tribunal if they disagree with the Review Decision, and timelines involved.

Reconsideration by the Administration Appeals Tribunal

At the time of the original decision, and at the time of the subsequent Review Decision, the Student will be notified of their review rights and responsibilities. The relevant officer will inform a student in writing of their right to appeal to the Administrative Appeals Tribunal (AAT) if they are not satisfied with the outcome and the contact details of the closest AAT office and the approximate costs of lodging an appeal and the details of when that payment is due. The Application must be lodged at the AAT within 28 days of receiving written notice of the Review Decision. This time limitation can be extended in limited circumstances by order of the AAT.

Full details of the application process and fees payable are available on the AAT Registry’s website: www.aat.gov.au

An application fee may have to be paid. Applications cannot proceed until the fee has been paid or waived. Applications for fee waiver must be made to the AAT. Refer to the AAT website for more details.

The Secretary of the department, or the Secretary’s delegate, will be the respondent for cases that are brought before the AAT. Upon the department’s receipt of a notification from the AAT, the department will notify Skillinvest that an appeal has been lodged. Upon receipt of this notification from the department, the Review Officer will provide the department with copies of all the documents that are relevant to the appeal within five (5) working days.

Introduction

Tuition assurance protects students in the event a course provided by an approved VSL provider ceases to be provided after it starts but before it is completed.

As an approved provider under the VET Student Loans Act 2016, Skillinvest must be a party to an approved tuition assurance arrangement or have an approved exemption in place. Skillinvest participate in VSL tuition protection arrangements (VSL Tuition Protection Levy Framework), whereby Skillinvest will contribute annual levies, commensurate with its size and risk. The levy framework has been developed by the Australian Government Actuary to ensure the tuition protection arrangements are sustainable and can respond to trends in each sector.

VSL students studying with Skillinvest are eligible for tuition protection, delivered by the Government’s Tuition Protection Service (TPS), if Skillinvest defaults.

What happens if Skillinvest ceases to provide a course after it starts but before it is completed?

Skillinvest will notify affected students in writing that an approved course is no longer provided within 24 hours after Skillinvest ceases to provide the course it starts but before it is completed. In this instance, affected students will be provided with the following information:

• the date in which the training program ceased to be delivered
• the name of the training program and units of study they were enrolled in
• a copy of their transcript of results which includes units already completed.

As soon as practicable, Skillinvest will also update its website to reflect that the course is no longer being delivered and to give students information about the tuition assurance arrangements.

Replacement Training Programs

Skillinvest and the Tuition Protection Service (TPS) can assist affected students to continue their studies in a suitable replacement training program or, if a suitable replacement training program is not available, arrange a loan-re-credit.

When identifying replacement training programs, the following points should be considered:

• does the training program lead to the same or comparable qualification as the original training program
• is the mode of delivery of the replacement training program the same as or, with the student’s consent, similar to the mode of delivery for the original training program
• the location of the replacement training program must be reasonable, having regard to the costs of, and the time required for, a student’s travel

Affected students will be offered assistance to find a replacement training program and may seek a review about whether the training program offered to them meets the requirements for replacement training programs.

Replacement Provider

It is recommended that once a potential replacement training program has been identified, the student should make contact with the training provider. When discussing your situation with a replacement provider, a student should discuss:

• Current progress in the training program in which they were enrolled with Skillinvest
• Based on current progress, are there parts of the new training program which they could receive credit for
• What parts of the new training program would they need to pay for, including any additional costs, if any
• How is the new training program being delivered ie classroom based, online, blended
• Any pre-requisites or requirements for the training program
• How long it will take to complete the new training program with the new provider

Credit transfers must be applied by any replacement provider for successfully completed units of competency obtained previously, where the unit code and title match exactly, or have been deemed equivalent.

Replacement training programs through replacement providers may have different academic and fee requirements to that of Skillinvest. Affected students are encouraged to explore these fees thoroughly with the replacement provider.

Re-crediting of students’ HELP balances

Where there is no suitable replacement course for a student, Skillinvest will re-credit the student’s HELP balance for the affected parts of the original course. The amount recredited will be equal to the amount of VET student loan used to pay tuition fees for the student for the course, or parts of the course.

Prepaid fees

For tuition fees paid up-front greater than $1,500, Skillinvest has in place a fees protection arrangement through a Bank Guarantee. This means that Skillinvest can refund any student fees paid in advance over the $1,500 threshold where Skillinvest is no longer able to deliver the training program.

For tuition fees paid up-front below $1,500, students should be aware that there is no formal protection in place and students will be responsible to seek a refund for these fees directly from Skillinvest if Skillinvest fails to provide the agreed services.

Record keeping

It is suggested best practice for students to retain assessments, records of competencies or statements of attainment that they receive from their education pr

Purpose  

This policy describes the processes by which Skillinvest will manage and respond to complaints and appeals in a fair, efficient, transparent and confident manner. Skillinvest will ensure all prospective students, students, employers, staff and stakeholders are aware of this policy and understand the steps involved to raise a complaint or appeal to address their dissatisfaction appropriately.  

 
Policy 

Skillinvest understand that a situation may arise where a person wishes to lodge a complaint in relation to training and assessment services provided by Skillinvest, or to appeal against a decision (including assessment decisions).  

Skillinvest are committed to developing and maintaining an effective, timely, fair and equitable complaints and appeals system which is easily accessible whilst developing a culture that views complaints as an opportunity to improve the organisation and how it works. This is achieved by implementing a complaints and appeals handling system that is student focused and supports the prevention of an event that causes complaints and appeals from reoccurring. Skilinvest will ensure: 

• The Complaints and Appeals Policy and Procedure is published on our website 
• Students are informed prior to enrolment of this Policy and Procedure  
• Any complaint or appeal is resolved promptly, objectively, with sensitivity and in complete confidentiality whilst ensuring that the views of each complainant and respondent are respected 
• Any party to a complaint or appeal is not discriminated against nor victimised with a view to achieving a consistent response to complaints and appeals. 

Complaints 

A complaint may arise in relation to (but not limited to): 

• The student selection and enrolment process 
• The quality of training and assessment delivered  
• The conduct of a Skillinvest staff member or student 
• Issuance of certification documentation 
• Student services and amenities 
• Equal Opportunity including bullying, victimisation, harassment or discrimination  
• The conduct of a third-party providing services on behalf of Skillinvest  

Where the initial causative factor of the complaint identifies an issue with our policies, procedures, practices and systems, the continuous improvement policy and procedure will ensure changes are made to prevent re-occurrence in the future.  

Appeals  

An appeal may be lodged against a decision reached in the hearing of a complaint or against an assessment result.  

Management of Complaints and Appeals  

Skillinvest will manage and respond to all complaints and appeals (including those against assessment decisions) in a professional and confidential manner and will ensure a fair, equitable and efficient investigation in its efforts to achieve a satisfactory result for all parties.  

Skillinvest will ensure that principles of natural justice and procedural fairness are followed at every stage of the complaint and appeal process by allowing anyone subject to a decision by the RTO, or anyone who has allegations made against them, to a right of hearing before a decision is made. 

Skillinvest is committed to resolving all complaints and/or appeals in a timely manner. Skillinvest will ensure complaints and appeals are acknowledged in writing and finalised as soon as practicable, as outlined in the Complaints and Appeals Procedure.  

The General Manager – Training (or delegate) will investigate and decide upon the appropriate outcome/s. Where Skillinvest is unable to resolve the complaint or appeal, the matter may be referred to an external mediator.  

External Complaints  

Complaints can be raised externally, including (not limited to):  

Australian Skills Quality Authority		Consumer and Business Services South Australia
Contact Number:	1300 701 801	Contact Number:	13 18 82
Website:	www.asqaconnect.asqa.gov,au	Website:	https://www.cbs.sa.gov.au/sections/CBAdvice
National Training Complaints Hotline		Consumer Affairs and Fair-Trading Tasmania
Contact Number:	13 38 73	Contact Number:	1300 65 44 99
Website:	https://www.dewr.gov.au/national-training-complaints-hotline	Website:	http://www.cbos.tas.gov.au
Consumer Affairs Victoria		Northern Territory Consumer Affairs
Contact Number:	1300 55 81 81	Contact Number:	1800 019 319
Website:	Consumer Affairs Victoria –	Website:	Northern Territory Consumer Affairs

External Complaints – VET Student Loans

In addition to the External Complaints organisations that may be able to assist a student in the event that they are not satisfied after an internal review, VET Student Loan complaints may be referred to the VET Student Loans Ombudsman (VSLO). 

Skillinvest will cooperate with the organisation investigating any external complaints and will ensure the recommendations are reviewed and actioned accordingly.  

Complaints and Appeals Register  

Skillinvest will maintain a confidential register of all complaints and appeals submitted. The Complaints and Appeals Register and outcomes will be reviewed on a regular basis as part of our continuous improvement policy and procedure.  

Complaints and Appeals Procedure
STEP 1 – Lodging a Complaint
No.	Who	Actions
1.1	Complainant	Prior to lodging the complaint, the complainant is encouraged to try and settle the complaint directly with the person(s) concerned If the complaint cannot be resolved and addressed, a formal complaint can be lodged by completing the Complaints and Appeals Form available on our website  The complainant will need to email the completed form to feedback@skillinvest.com.au
STEP 2 – Reviewing and Investigating the Complaint
No.	Who	Actions
2.1	General Manager Training	The General Manager Training is responsible for monitoring the feedback@skillinvest.com.au emails  The complaints and appeals form will be reviewed Within five (5) working days the General Manager Training will contact the complainant to acknowledge receipt of the complaint
2.2	General   Manager   Training	The General Manager Training will conduct a formal investigation in relation to the complaint The investigation will offer the complainant the right to be heard and may include interviews with other relevant persons and a review of documentation. The subject of the complaint will not be involved in the investigation process  A proposed resolution will be provided in writing to the complainant within (10) business days of receiving the complaints and appeals form  If the outcome of the complaint cannot be reached within sixty (60) days, the complainant will be provided with written reasons for the delay, and the expected timeframe for a decision The complainant will be kept up to date with progress in either written or verbal communication
STEP 3 – Finalising the outcome of the Complaint
No.	Who	Actions
3.1	General Manager  Training	The outcome of the complaint will be finalised in writing to the complainant
3.2	Complainant	If the complainant remains unsatisfied with the outcome of the complaint, the complainant has the right to appeal
3.3	Compliance Department	The Complaints and Appeals Register will be updated with the outcome of the complaint  The Complaints and Appeals Register will be reviewed regularly as part of the Continuous Improvement Policy and Procedure
STEP 1 – Lodging an Appeal
No.	Who	Actions
1.1	Complainant	If the complainant is unsatisfied with the outcome of the complaint, or the complaint remains unresolved, the complainant has the right to appeal Appeals must be lodged by the Complainant within seven (7) working days of receiving notification of the outcome of the complaint
1.3	Appealer	The appealer must complete the Complaints and Appeals Form available on our website  The appealer will need to email the completed form to feedback@skillinvest.com.au
STEP 2 –   Reviewing and Forming an Appeals Committee
No.	Who	Actions
2.1	General Manager  Training	The General Manager Training is responsible for monitoring the feedback@skillinvest.com.au emails The complaints and appeals form will be reviewed Within five (5) working days the General Manager Training will contact the appealer to acknowledge receipt of the appeal
2.2	General Manager  Training	The General Manager Training will form an appeals committee as applicable, which will comprise of at least three (3) of the following people: a Trainer/Teacher with the expertise in the area     concerned a representative of the student’s employer (where applicable) a representative of students enrolled with Skillinvest a representative of Trainers/Teachers at Skillinvest the Team Leader or Coordinator (where applicable) If appropriate, additional participants may include: an advocate of a student with a disability, an interpreter where required
2.3	Appeals Committee	The appeals committee will offer the appellant the right to be heard The appeals committee will conduct investigation of the matter including reviewing any interviews/documents forming part of the initial complaint investigation; and any additional interviews and/or review of documents that the Committee sees fit The subject of the appeal will not be involved in any investigation process prior to the appeals committee hearing as applicable  A proposed resolution will be provided in writing to the appealer within (10) business days of receiving the complaints and appeals form  If the outcome of the appeal cannot be reached within sixty (60) days, the appealer will be provided with written reasons for the delay, and the expected timeframe for a decision The appealer will be kept up to date with progress in either written or verbal communication
2.4	Appealer	Where a complaint or appeal cannot be resolved through discussion, conciliation or via the appeals committee, Skillinvest acknowledges the need for an appropriate external and independent agent to mediate between the parties The General Manager Training will inform the appealer with Skillinvest’s Mediator of choice In this instance, Skillinvest will provide students with the details of external authorities that they may approach with respect to the issues if required
STEP 4 – Finalising the outcome of the Appeal
No.	Who	Actions
4.1	Chief Executive Officer	The outcome of the appeal will be finalised in writing to the appealer
4.2	Chief Executive Officer	Where the appealer chooses to seek support or advice from alternative sources, they will be required to meet any costs  Appealers may also lodge a complaint externally if they are unsatisfied with the decision made by Skillinvest
4.3	Compliance Department	The Complaints and Appeals Register will be updated with the outcome of the appeal  The Complaints and Appeals Register will be reviewed regularly as part of the Continuous Improvement Policy and Procedure
STEP 1 – Lodging an Assessment Appeal
No.	Who	Actions
1.1	Student	Students have the right to appeal against an assessment decision made by Skillinvest Follow Steps 1.3 – 4-3 under Lodging an Appeal of this procedure

Purpose  

Skillinvest is committed to providing quality training and assessment in accordance with the Australian Qualifications Framework. As such, Skillinvest is required to comply with legislation regarding privacy and confidentiality of employees, students, and contractors. The purpose of this policy is to outline how Skillinvest complies with the Privacy Legislation.  

Policy

Skillinvest is committed to complying with obligations under the Privacy Act 1988, and the associated Australian Privacy Principles (APPs), specifically in the way it collects, uses, secures, and discloses personal information. Skillinvest is committed to safeguarding any confidential information obtained by the RTO. Skillinvest also comply with state and/or territory privacy requirements as applicable.  

Skillinvest ensures the following is adhered to:  

• The Privacy Policy is maintained and current  
• Information gathered for the express purpose of training and assessment matters will not be disclosed to a third party unless prior written consent is provided by the individual concerned, except that required by law 
• Records are stored securely in line with the Student Records Management Policy  
• Confidentiality of all information is maintained  

Skillinvest will: 

• Ensure that personal information is managed in an open and transparent way 
• Take reasonable steps to implement practices and procedures that will facilitate dealing with enquiries or complaints from individuals regarding compliance with the Australian Privacy Principles (APPs) 
• Ensure that it maintains an up-to-date policy about the management of personal information  

Skillinvest ensure the following information is contained within the Policy:  

• The kind of information that is collected and held 
• How the information is collected and held 
• The purposes for which information is collected, held, used and disclosed 
• How an individual may access their personal information that is held by Skillinvest and seek correction of such information as necessary 
• How the individual may make a complaint about a breach of the APPs and how Skillinvest will deal with such a complaint 
• Whether Skillinvest is likely to disclose personal information to overseas recipients, and if so the countries in which such are likely to be located 
• Provide the Privacy Policy free of charge and in such form as appropriate, and as is reasonable 

Legislation 

Skillinvest comply with the Privacy Legislation at all times and seeks to protect individuals against interferences with their privacy by regulating the way in which personal information is collected, handled, disclosed, used and stored.  

Personal Information is defined in the Privacy Act 1988 as information or an opinion about an identified individual, or an individual who is reasonably identifiable: 

• whether the information or opinion is true or not 
• whether the information or opinion is recorded in a material form or not 

Sensitive Personal Information is defined in the Privacy Act as information or an opinion about an individual that is also personal information, such as: 

• racial or ethnic origin 
• political opinions 
• membership of a political association 
• religious beliefs or affiliations 
• philosophical beliefs 
• membership of a professional or trade association 
• membership of a trade union 
• sexual orientation or practices 
• criminal record 

Anonymity and pseudonym 

Skillinvest will respect that individuals may not wish to identify themselves when making enquiries on Skillinvest products and service. However, Skillinvest may require full personal details as specific under the law and for identification purposes from students to provide information.

Collection of Personal Information 

Skillinvest will not collect personal information from the student unless the information is necessary for one or more of our functions or activities or is required by law. Skillinvest advises that it is required by law to collect, hold, use and supply personal information, in accordance with the National VET Data Policy requirements.  

Skillinvest will take reasonable steps at or before the time of collection to ensure that students are aware of: 

• Who we are and how to contact us 
• How to gain access to your own information 
• The purpose for which the information is being collected 
• Any organisation to which we would normally disclose information of that kind 
• Any law that requires the particular information to be collected 
• The main consequences for the individual if all or part of the information is not provided 

Skillinvest collects information from the student in the following ways (not limited to):  

• When the prospective student registers their interest online, apply for enrolment or request certain services or products 
• Information may be collected from enrolment forms, certified documents, telephone calls, emails or communication provided by the Student  
• Information may be collected from third parties, such as other training providers, regarding confirmation of training and ongoing professional development that the student has attended, as permitted by you 

Should Skillinvest collect information in relation to a Student from a third party, Skillinvest will take reasonable steps to ensure that the individual is or has been made aware of the matters listed above except to the extent that making the individual aware of the matters would pose a serious threat to the life or health of any individual. 
 

Dealing with Personal Information 

Skillinvest will not use or disclose personal or sensitive information for any purpose other than what it was collected for, unless the relevant person has provided written consent to use or disclose that information in circumstances that are different to those for which it was collected. 
The circumstances where an exception may occur are: 

• Where the use or disclosure of this information is required or authorised by or under an Australian law or a court/tribunal order 
• The individual would reasonably expect Skillinvest to use or disclose the information for the secondary purpose 
• A permitted health situation exists in relation to the use or disclosure of the information by Skillinvest 
• A permitted general situation exists in relation to the use or disclosure of the information by Skillinvest 
• Skillinvest reasonably believes that the use or disclosure of the information is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body 

Skillinvest collects your personal information to: 

• Process applications 
• Manage your enrolment 
• Record and maintain student details 
• Administering training programs 
• Record and maintain details of ongoing training and assessment 
• Provide student with details regarding student services, benefits, and training opportunities 
• Notification about upcoming events and opportunities 
• Gain feedback from the student  
• Communicate with the student 
• Report to relevant authorities as required by law 

Direct Marketing 

Skillinvest may use and disclose student’s personal information (such as name and phone number) in order to inform the student of products and services that may be of interest to you. If the student does not wish to receive such communications, the student can opt out by contacting Skillinvest directly, or through any opt‐out mechanism contained in a marketing communication sent directly to the student.  

Overseas Disclosure

Skillinvest does not disclose personal information to overseas recipients unless prior written approval is received by the individual to which the personal information relates to.  

Adoption, use or disclosure of Government Related identifiers 

Skillinvest is required by law (Student Identifier Act) to collect, maintain and report to relevant Government agencies the individual’s Unique Student Identifier (USI) number in accordance with the National VET Data Policy Requirements. Skillinvest will not disclose the Unique Student Identifier (USI) number for any other purpose, including on any Certification documents issued to the student. Skillinvest will not adopt the Unique Student Identifier (USI) number as our own identifier of the individual.  

Integrity of Personal Information 

Skillinvest take reasonable steps to ensure personal information collected is accurate, up to date and complete. The usage of disclosure of information is collected for the relevant purpose and usage.  

 
Security of Personal Information 

Skillinvest will take steps, as are reasonable in the circumstances, to protect the information from misuse, interference and loss as well as unauthorised access, modification or disclosure. Skillinvest will destroy the information or ensure that the information is de-identified. 

Accessing Personal Information 

Skillinvest takes reasonable steps in the circumstances to ensure that the personal information it holds is accurate, up‐to‐date, complete, relevant and not misleading. Under the Privacy Act, students have a right to access and seek correction of their personal information that is collected and held by Skillinvest.  

 
If at any time the student would like to access or correct the personal information that Skillinvest holds about them, or if the student would like more information on Skillinvest’s approach to privacy, the student can contact Skillinvest directly. Skillinvest will grant access to the extent required or authorised by the Privacy Act or other law and take steps reasonable in the circumstances to correct personal information where necessary and appropriate.  
 
Student will need follow the below steps in order to obtain access to their personal information:  

• The student will have to provide proof of identity. This is necessary to ensure that personal information is provided only to the correct individuals and that the privacy of others is protected 
• Skillinvest requests that the student be reasonably specific about the information they require; and 
• Skillinvest may charge the student a reasonable administration fee, which reflects the cost to Skillinvest for providing access in accordance with your request 

 
Skillinvest will endeavour to respond to the students request to access or correct your personal information within 30 days of the request. Skillinvest will also take steps reasonable in the circumstance to provide the student with access in a manner that meets the needs of the student and the needs of Skillinvest.  
 
In some exceptional circumstances, Skillinvest may not permit access to individuals to their personal information such as the following: 

• That giving access to the information would pose a serious threat to the life, health or safety of the individual, or to public health or public safety 
• Giving access would have an unreasonable impact on the privacy of other individuals 
• The request for access is frivolous or vexatious 
• The information relates to existing or anticipated legal proceedings between Skillinvest and the individual, and would not be accessible by the process of discovery in those proceedings 
• Giving access would reveal the intentions of Skillinvest in relation to negotiations with the individual in such a way as to prejudice those negotiations 
• Giving access would be unlawful 
• Denying access is required or authorised by or under an Australian law or a court/tribunal order 
• Giving access would be likely to prejudice the taking of appropriate action in relation to the maters 
• Giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body 
• Giving access would reveal evaluative information generated within Skillinvest in connection with a commercially sensitive decision-making process 

If Skillinvest refuses the request to access or correct personal information, Skillinvest will provide the student with written reasons for the refusal and details of complaint mechanisms. 

 
In relation to personal information, should Skillinvest be satisfied that information is inaccurate, out of date, incomplete, irrelevant or misleading, Skillinvest will take such steps as reasonable to correct the information to ensure that, having regard to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading,  

Records Management 

All personal information and records are maintained in accordance with the Student Records Management Policy. 

Monitoring and Improvement 

All practices for Privacy are monitored by Skillinvest and areas for improvement identified and acted upon in accordance with the Continuous Improvement Policy.