Fees & Refunds - Complaints & Privacy Policy
Important information regarding fee protection, refund schedules, complaints handling, and student privacy rights at Phia Education.
Fees & Payment Terms
How we manage and protect student course fees
We want to make sure you understand all fees and charges associated with your course before enrolling. Any fees and charges documented in your agreement will not change during the duration of your course.
✓ Fee Protection Guarantee
- We maintain a sufficient account balance at all times to ensure repayment of prepaid tuition fees if required.
- We do not require students to pay more than $1,500 in a single instalment for services yet to be provided.
💳 Payment Methods & Debt Policy
All payments must be made by bank transfer into the account specified on your invoice by the indicated due date.
Note: Following cancellation of enrolment due to non-payment of fees, outstanding debt will be referred to a debt collection agency.
Additional Fees & Charges
Potential charges outside standard tuition fees
| Service / Fee Description | Amount (AUD) |
|---|---|
| Moderation on appeal | No charge |
| Re-Issuance of statement of attainment | $50.00 |
| RPL assessment (per unit of competency) | $500.00 |
| LLN skills assistance | No charge |
| Printing services | $0.30 (b/w), $1.00 (colour) |
| Request for copies of completed assessments (per page) | $0.15 |
| Late submission fee (after due date) | $25.00 per assessment |
| Credit card surcharge | Up to 1.8% based on card type |
Refund Policy
Conditions and procedures for refund processing
Please carefully read the following refund conditions. This applies whether you paid tuition fees yourself or if a third party paid them on your behalf.
- Application Fees: All application fees are non-refundable unless Phia Education cancels a course prior to commencement.
- Automatic Refunds: If a course is cancelled by Phia Education before or after start, an automatic refund is processed within 10 working days without needing a form.
- Refund Requests: In all other cases, students must submit a Refund Application Form (available from reception) within 10 working days of the triggering event. Assessment outcomes are issued within 20 working days.
- Currency & ACL: Refunds are paid in Australian Dollars (AUD) to the original payer. This policy does not limit rights under Australian Consumer Law.
| Withdrawal / Cancellation Circumstance | Refund Entitlement |
|---|---|
| Phia Education cancels course before commencement due to insufficient numbers or unforeseen circumstances (Provider Default). | Full refund of all fees. |
| Student withdraws more than 4 weeks prior to course commencement. | Full refund of all fees (Application fee not refunded). |
| Student withdraws less than 4 weeks prior to course commencement. | Refund of 20% of tuition fees (Application fee not refunded). |
| Student withdraws 4 days or less before course commencement date. | No refund. |
| Student withdraws after course commencement. | No refund. Full course fees remain payable. |
| Student enrolment is cancelled due to disciplinary action. | No refund. Full course fees remain payable. |
| Student supplied incorrect or incomplete information leading to offer withdrawal prior to commencement. | No refund. Full course fees remain payable. |
| Phia Education cancels course after commencement due to unforeseen circumstances or provider default. | Full refund of unspent fees calculated on a weekly pro-rata basis from default date (Application fee not refunded). |
Complaints & Assessment Appeals
Fair and transparent resolution of student grievances
We take all complaints and assessment appeals seriously, adopting principles of natural justice and procedural fairness at every stage. Our internal complaints process is accessible at no cost to students.
Submit Written Request
Submit form within 30 calendar days of incident or assessment decision.
Written Acknowledgment
Acknowledged in writing within 3 working days of receipt.
Review Commencement
Formal review begins within 5 working days. Independent assessors appointed for grade appeals.
Resolution & Written Outcome
Finalised within 30 calendar days with written reasons provided.
External Mediation & Regulatory Bodies
If internal processes fail to resolve the issue, you may access external mediation through the Resolution Institute. You may also register complaints with national VET regulatory authorities:
National Training Complaints Hotline
Phone: 13 38 73 (Mon–Fri, 8am–6pm)
Email: ntch@education.gov.au
Australian Skills Quality Authority (ASQA)
National VET Regulator intelligence service.
asqa.gov.au/complaints ↗Privacy Notice & Data Collection
How we collect, store, and disclose your personal information
As a Registered Training Organisation (RTO), Phia Education collects personal information to process and manage your enrolment in Vocational Education and Training (VET) courses under the National Vocational Education and Training Regulator Act 2011 (Cth).
NCVER Data Reporting
We are required by law to disclose personal data to the National Centre for Vocational Education Research Ltd (NCVER) for statistical, research, and transcript population purposes. NCVER handles data in accordance with the Privacy Act 1988 (Cth).
DEWR & State Authorities
Data may be shared with the Department of Employment and Workplace Relations (DEWR) and state training authorities for administration, regulation, and workforce planning.
You may receive student surveys conducted by NCVER or government agents. You may opt out of surveys at the time of contact.
Have Questions or Need Assistance?
Reach out to Phia Education to request forms, ask about fees, or request access to your personal information.