Fee Management and Refund Policy

PP32 – Fee Management and Refund Policy

1. Purpose

This policy ensures MIC provides transparent, fair, and consistent processes for charging and refunding student fees and complies with:

Compliance Requirements (Standards for RTOs 2025) – Clause 18 (Prepaid Fees); Outcome Standard 2.1 (Student Information)

National Code of Practice 2018 – Standard 3 (CRICOS students)

Australian Consumer Law (ACL) obligations for student protection

It also defines how fees are published, managed, protected, and refunded and how students are informed of their obligations.

2. Scope

This policy applies to all international students, their authorised payers, and MIC personnel involved in enrolment, admissions, marketing, finance, and administration.

3. Definitions

4. Legislative References

Compliance Requirements – Clause 18; Outcome Standard 2.1

National Code of Practice 2018 – Standard 3

National Vocational Education and Training Regulator Act 2011

Australian Consumer Law (Schedule 2, CCA 2010)

Data Provision Requirements

5. Policy Statement

MIC:

Provides clear and accurate information about fees, charges, refunds, and fee protection prior to enrolment

Ensures all fees (tuition and non-tuition) are disclosed in:

Letter of Offer

Student Handbook

Marketing brochures

Website

Collects no more than $1,500 in prepaid fees unless protected by:

(a) An unconditional bank guarantee

(b) A tuition assurance scheme, or

(c) Another approved fee protection method

Publishes and updates a full fee schedule, including:

Enrolment fees

Course fees

RPL, reassessment, reissue, withdrawal, and material costs

Issues receipts and written agreements to all students detailing fee obligations and refund terms

Applies the cooling-off period where enrolment occurred via unsolicited contact, as required under ACL

Issues refunds fairly and in line with:

Written agreement terms

Compassionate or compelling circumstances

Visa-related issues (before and after commencement)

Provider default (e.g. course cancellation, TPS trigger)

Processes refunds within 20 working days, and all decisions are recorded and communicated in writing

Retains all written agreements and fee records for two years after the student ceases to be enrolled

Prepaid Fee Protection Measures

a. Tuition Protection Service (TPS)

MIC is a current participant of the Tuition Protection Service (TPS).

If MIC cannot provide the course, TPS ensures the student:

Is offered an equivalent course at no additional cost, or

Receives a refund of unused tuition fees.

b. Separate Fee Account Monitoring

Prepaid funds are held in a separate designated account.

Monthly review by the CEO ensures the account holds enough to match all PRISMS-indicated prepaid balances.

6. Fee Schedule

7. Refund Conditions (Summary)

8. Late Payment and CoE Cancellation Process

Invoices are issued on the payment plan dates set out in the student's Letter of Offer / written agreement. Each invoice is due 7 calendar days after the date of issue. All day counts below are calendar days from the invoice due date.

9. Debt Recovery

Where fees remain unpaid after the Late Payment and CoE Cancellation Process (Section 8) has been completed — including expiry of the appeal period or resolution of any appeal in MIC’s favour — MIC may take steps to recover the outstanding debt:

• Referral of a debt to a licensed debt collection agency, or commencement of legal recovery action, requires the prior written approval of the PEO.
• Before any referral, MIC issues a final written demand giving the student no fewer than 10 business days to pay the outstanding amount or enter an approved payment plan.
• No debt is referred for recovery while a complaint or appeal concerning the debt, the enrolment, or the underlying services is in progress under PP16 – Feedback, Complaint and Appeal Policy.
• Reasonable costs of recovery (collection agency and legal costs) may be added to the debt only where the student’s written agreement expressly provides for this, and only to the extent that they reflect costs actually incurred.
• All recovery activity must comply with the ACCC/ASIC Debt Collection Guideline for Collectors and Creditors, the Australian Consumer Law, and the Privacy Act 1988. Personal information disclosed to a collection agency is limited to what is necessary to recover the debt.
• Cancellation of a student’s enrolment or CoE does not extinguish a debt for services already delivered.
• AQF certification documentation continues to be withheld until all agreed fees have been paid, consistent with Clause 9 of the Compliance Requirements.

Debt recovery terms, including recoverable costs, must be disclosed in the Letter of Offer / written agreement before enrolment, and debt recovery must be listed as a purpose of disclosure in MIC’s Privacy Notice.

10. Cooling-Off Period

In line with Australian Consumer Law, students who enrol via unsolicited contact (e.g. telemarketing, door-to-door) are entitled to cancel their enrolment within 10 business days without penalty. During this time:

No services will be delivered

No fees will be collected

Written consent is required to waive this right

11. Refund Process

12. Related Documents

Refund Request Form

Student Handbook

Written Agreement

Letter of Offer and Acceptance

Feedback, Complaint and Appeal Policy

Continuous Improvement Register

PP30 – Marketing and Advertising Policy

PP31 – Enrolment Policy

Payment warning letters

13. Flow chart

The complete MIC Policy and Procedure Manual is available on request from info@montford.edu.au. See also the Student Handbook.