Complaints, Refund and Cancelation Policy 

Cancellation / Refund Policy

We will issue refunds when:

· A course has been cancelled by Urban Forest Training

· Training participant notifies Urban Forest Training of withdrawal in writing 7 days prior to commencement of training

· The process indicates that the training participant does not need to undertake the course or parts of the course

Where employers pay for training, they may send alternative students to attend training if the original student is not available. To assist Urban Forest Training, please advise us prior to the start of the course and ensure that any pre-course information is relayed to the replacement.

Cancellations or Postponements

Urban Forest Training intends to provide training and assessment services to all students. If a training course or module is to be cancelled or postponed, then Urban Forest Training will advise all clients/participants as soon as practicable and at least (3) working days before course commencement.  

 All training is devised for a minimum number of participants and Urban Forest Training reserves the right to cancel courses or defer courses up to 48 hours prior to commencement. Where at all possible, the course or training module will be offered at alternative times and dates. If clients/participants are not able to attend alternative courses all fees paid for that course or training module will be fully refunded. Where the RTO is not able to provide the agreed services, all fees paid for that course or training module will be fully refunded.

Complaint or Appeal Procedure

Should a student have a complaint or appeal, the following steps are to be followed: 

Students should discuss the issue/complaint with the person involved to try and resolve it verbally. 

If no resolution is reached, the student should discuss the issue/complaint with RTO Manager to resolve the issue. 

If there is still no resolution, the student should put the following information relating to the complaint or appeal in writing:

· Description of the complaint or appeal

· State whether they wish to present their case formally

· Steps taken to deal with the complaint or appeal

· What they would like to happen to fix the problem and prevent it from happening again

If the complaint or appeal is not dealt with to the student’s satisfaction, she/he may bring it to the attention of the Director. The Director will either deal with the issue personally or arrange for it to be dealt with by a management representative. This process will commence within 48 hours from the time the Director receives written notification from the student about their dissatisfaction with the response received from earlier efforts. A response/resolution will be presented within 30 days. 

The student may appeal against the decision/resolution by submitting the Appeals form if he/she agrees/disagrees with the decision. 

Should the issue still not be resolved to the student’s satisfaction, RTO will make arrangements for an independent third party to resolve the issue and outline any costs that may be involved with this to the student. The student will be given the opportunity to present his or her case formally. The time frame for this process may vary but should take no longer than 14 days. 

All parties involved will receive a written statement of the outcomes, including reasons for the decision, within the 14-day period. If the process is taking longer than 60 days from the complaint or appeal being received, the student will be notified in writing of the reason for the delay and kept informed about all progress. 

If the student is still not happy with external mediation, he/she may take his/her complaint to the VET Regulator. 

All documentation relating to complaints or appeals will be archived for audit purposes.

 For all further support please call our customer service number on 1300 942 575.