Policies & Procedures

On this page you will find details regarding our:

  • Complaints and Appeals Policy
  • Refund Policy
  • Privacy Policy

Complaints and Appeals Policy

You can view a copy of our complaints and appeals policy and procedure in the Participant Handbook under the section titled "Complaints and Appeals".


Refund Policy

The Instruction Company delivers fee for service arrangements for the delivery of training and assessment services.

An invoice to the trainee’s employer will be forwarded following the completion of the training and/or assessment service.

If The Instruction Company Reschedules Training

If a deposit has been forwarded to The Instruction Company to secure a specific training/assessment service and The Instruction Company needs to re-schedule the training/assessment service then the deposit will be returned to the client in full with an explanation why the training and/or assessment service needed to be re-scheduled or cancelled.

If the Client Cancels Training

If a client wishes to cancel a previously confirmed training/assessment service and has paid a deposit then the following refund policy will apply:

If cancelled more than 12 working days beforehand – full refund

If cancelled more than 7 working days beforehand – 50% of deposit will be refunded

If cancelled less than 7 working days beforehand – deposit is forfeited


Privacy Policy

TIC conducts all business in accordance with the Privacy Act 1988 (Privacy Act), the Australian Privacy Principles (APPs), National VET Data Policy, National VET Provider Collection Data Requirements Policy & Data Provision Requirements 2012.

Personal information is defined under the Privacy Act as information or an opinion about an identified individual, or an individual who is reasonably identifiable:
(a) whether the information or opinion is true or not, and
(b) whether the information or opinion is recorded in a material form or not.

The Instruction Company will not collect personal information about an individual unless the information is necessary and will take reasonable steps to ensure that the personal information it collects, uses or discloses is accurate, complete and up-to-date, as well as protect the personal information from misuse, loss, unauthorised access, modification or disclosure.
Examples of information collected are names, addresses, phone numbers & email addresses, as well as results, health, sexual orientation, criminal records.

Collection of Unsolicited Information

Information will be collected about individuals during business activities. TIC will determine the relevance of the information & treat as solicited information, or if not required, destroyed.

Collection of Solicited Information

Information may be collected relating to recruitment, HR management, training enrolments, government funding obligations.
TIC will only collect information from individuals upon consent, unless the information collection is required or authorized by regulatory authority (ASQA, NCVER, ONRSR, court of law).
The information gathered from enrolment forms may be used or disclosed for statistical, administrative, regulatory and research purposes.

Notification / Consent

During the TIC enrolment process, participants are made aware of the information collected and the purposes of collection, and are requested to read the declarations, tick & sign where appropriate.

Internal Reference Only: Extract from PO-RT-001 - HANDBOOK Staff Policy - V17 - 18-12-2019