Ivy Institute Pty Ltd, trading as Ivy College (‘Ivy College’), (RTO Code 40718), delivers training and assessment services in principal and on behalf of the following partner organisations: Study Group Australia Pty Limited, RTO 5806 (‘the RTO’); Accredited Courses Australia Pty Ltd (RTO Code 90535) (‘the RTO’) & Australian Institute of Management Education and Training Pty Limited (RTO Code 0049) (‘the RTO’). These terms and conditions apply to students enrolled in courses delivered by Ivy College for Accredited Courses Australia Pty Ltd, Australian Institute of Management Education and Training Pty Limited and Study Group Australia Pty Ltd, as well as any courses delivered for and on behalf of Ivy College.
Terms and conditions of enrolment
- I (which expression includes the parent/guardian who has signed this contract) hereby apply to enrol in the course commencing indicated on the Application for Admission form (‘the Application’). I agree that on acceptance of the Application by Ivy College (‘Acceptance’), the Acceptance will become the Contract of Enrolment (‘the Contract’) and further I agree to abide by the following terms and conditions of enrolment:
- I agree that it is a condition of my enrolment that I achieve satisfactory academic progress throughout my course at a rate that will enable me to complete the course in the nominated duration.
- I agree that I am required to use my best endeavours to meet the requirements of the course selected and to abide by the rules and regulations of Ivy College. I understand that if I breach any of Ivy College’s rules or my behaviour is deemed unacceptable by Ivy College, my enrolment may be cancelled and I may not be entitled to any refund of the tuition fees or other charges paid to Ivy College under the Contract as applicable at that time. (Information on Ivy College’s policies, rules and regulations is located on the website: www.ivy.edu.au.)
- I agree that all lessons and any related material supplied by Ivy College are secured by copyright, remain the property of Ivy College and must be returned to Ivy College on completion of the course. I understand that any unauthorised copying may constitute a breach of the Copyright Act 1968 (Cth) (as amended from time to time).
- Course fees do not include the cost of text books.
- I agree to advise Ivy College of any change of my address and/or contact details while I am enrolled in any course.
- I understand that should a new version of the qualification be endorsed and released by the relevant authorities, the RTO must manage the transition of its students to the new version in accordance with the Australian Skills Quality Authority’s directions and that this circumstance does not constitute a default by the RTO.
- I acknowledge that I have read and understood the Complaints, Grievances and Appeals Policy outlined in this document, and published on the website www.ivy.edu.au
- I hereby acknowledge that I have read, understood and agree to the terms of the Withdrawals and Refunds Policy outlined in this document, and published on the website at www.ivy.edu.au
- I confirm that the terms and conditions have been made available to me prior to enrolling and understand that any variation of those stated terms and conditions of the Application for Enrolment must be provided in writing and be signed by an authorised officer of Ivy College.
- I confirm that the terms and conditions of Ivy College’s payment providers have been made available to me prior to enrolling and as part of my application.
- I understand, the applicant has a provisional enrolment period of 10 days, from the date of signing the Application for Enrolment, to withdraw from the course.
- I understand that after the provisional enrolment period of 10 days, if I have not provided all required information relating to the course entry requirements, Ivy College may cancel my enrolment.
- The “non-refundable down payment” paid by a student at the time of enrolment is not refundable under any circumstances.
WITHDRAWALS AND REFUNDS POLICY
- I understand that the course fees paid for fee for service courses delivered by Ivy College are not refundable after the 10-day provisional enrolment period has elapsed unless special circumstances apply. (An enrolment is provisional for 10 days, allowing Ivy College time to request additional information and for a student to access their course and ensure that the course meets their requirements.)
- I agree that applications for refunds must be made in writing and received by the Head of Student Engagement.
- I understand that when a request for a refund is received, a letter acknowledging receipt of the request will be forwarded to me. If special circumstances apply, the refund request will then be investigated and processed in accordance with the Withdrawals and Refunds Policy stated above. Notification of the outcome, including a refund if applicable, will be forwarded to me within 28 days of Ivy College’s receipt of the request.
- I understand that by agreeing to the Terms and Conditions and through the provision of Ivy College’s complaints and appeals process, this does not remove my right to take action under Australia’s consumer protection laws.
COMPLAINTS, GRIEVANCES AND APPEALS POLICY – ALL STUDENTS
In the event of a dispute between an individual student and Ivy College, internal procedures are in place to facilitate the resolution of the dispute. Full details are published on the website: www.ivy.edu.au.
- Ivy College will ensure fair and equitable management of complaints, grievances and appeals by providing a transparent, timely and consistent process for resolving complaints, grievances and appeals.
- All students will be able to view this policy prior to enrolment and will be advised to read it at the commencement of a course with Ivy College.
All students and prospective students are encouraged to resolve grievances by bringing the matter directly to the attention of Ivy College. If the student / prospective student is not satisfied with the outcome he/she may choose to lodge a formal complaint under this policy.
Students and prospective students must submit their formal complaint in writing via email to: firstname.lastname@example.org or post to Complaints, Ivy College, Level 21, 580 George Street, Sydney 2000
It is essential that the following information is included in the email / letter:
a. details of the complaint;
b. supporting information that the complainant wishes to have considered;
c. an explanation of the steps already taken to try to resolve the complaint informally and why the responses received are not considered satisfactory; and
d. what the complainant thinks needs to be done to address his/her concerns.
- Upon receipt of the formal complaint the Head of Student Engagement will respond to the complainant in writing and acknowledge receipt of the complaint. The date of this notification becomes the commencement date of the complaint process. An entry is created in the Complaints Log and this register is continually updated each step of the remaining procedure.
- The complaint will be investigated by the Head of Student Engagement who will discuss the issues with the person(s) concerned. If the complaint is about the Head of Student Engagement it will be handed to the Executive Director, Operations who will follow the complaint through to a final solution.
- The complainant will be provided with a written report of the steps taken to address the complaint within 21 days of the commencement date of the complaint process. If the complaint is upheld the Head of Student Engagement will immediately notify relevant staff to implement the actions required to resolve the complaint. If the complaint is not upheld, then the complainant will be given a written explanation detailing the reasons for that decision. The complainant will also be advised of his/her right to access the internal appeals process if not satisfied with the outcome of the formal complaint.
The Head of Student Engagement will retain a written record of the complaint and its outcome.
- If a student or prospective student is not satisfied with a decision made by Ivy College, he/she has 21 days from the date nominated in the written notification by Ivy College in which to lodge an appeal. This includes decisions relating to complaints outcomes and assessment appeals, as well as notifications of unsatisfactory academic progress, misbehaviour, refusals of transfer applications, and/or pending cancellation of enrolment.
- Appeals must be lodged in writing via email to: email@example.com or post to Appeals, Ivy College, Level 21, 580 George Street, Sydney 2000.
It is essential that the following information is included in the email / letter:
a. details of the decision that is being appealed;
b. brief reasons why you believe the decision is wrong;
c. any other information the student/prospect wishes to be considered.
- Upon receipt of the written appeal the Head of Student Engagement will respond to the student / prospect in writing and acknowledge receipt of the appeal. The date of this notification becomes the commencement date of the appeal process.
- The appeal will be considered by the Head of Student Engagement, who may decide:
- to make a determination based on the information provided; or
- that there are insufficient grounds to take further action, thus concluding the consideration of the matter under this process.
- The student / prospect will be advised in writing of the decision and the reasons for it within 14 days of the commencement date of the appeal process.
If the appeal is upheld the student / prospect will be informed of the action to be taken to resolve the matter. Ivy College will immediately implement any decision and/or action required.
If the appeal is not upheld the student / prospect may wish to seek external advice regarding other legal remedies.
Students who are enrolled who wish to lodge an external appeal or complain about a decision made by Ivy College may take action under Australia’s Consumer Protection laws by contacting the Office of Fair Trading in their state, or the Australian Skills Quality Authority on http://www.asqa.gov.au/. Depending on the circumstances of the case some bodies may require that Ivy College’s internal appeals process first be exhausted before making an external appeal.
Credit Card Payments
Credit card payments made to Ivy College will attract a surcharge (Visa & Mastercard- 1.5%, American Express- 3%).
Third Party Payments
Payments made to Ivy College via third parties are subject to the third party’s terms and conditions. The terms and conditions are available at www.ivy.edu.au.
- Testamur/ Statement of Attainment re-issue fee: A$50.00 (includes postage)
- Third Party failed payment fee: A$11.90
Students and their parents or guardians agree that the student’s photo, video footage, details and achievements may be used for promotional purposes without written consent or notification. If you do not agree to publicity, please advise Ivy College in writing.
Ivy College reserves the right to change the particulars of the services, including changes to prices, courses, facilities and dates of programs where circumstances beyond Ivy College’s control necessitate such changes or where the level of enrolments does not reach the minimum numbers required to operate a course viably. Ivy College also reserves the right to change course fees at its discretion.
Approval date 22/02/2017
Approval by the Executive Director, Legal and Compliance