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Student Handbook & Terms and conditions


Foundation Education is a registered training organisation (RTO Code: 22557) under the Australian Skills Quality Authority (ASQA). This ensures that we comply with the standards of the VET Quality Framework and Standards for Registered Training Organisations (RTOs) 2015 at all times.

The principles of natural justice and procedural fairness are incorporated at all levels of our operation. As an RTO, our course policies and procedures meet the requirements and stipulations of all Commonwealth, State, and/or Territory Legislation relevant to our scope of operation.

As an RTO, Foundation Education is committed to delivering fair, reasonable, and ethical dealings in all of our undertakings, including:

  • Client information
  • Confidentiality/Privacy
  • Complaints and appeals
  • Training standards
  • Access and equity

This document outlines important information regarding your course, the terms and conditions of your enrolment, your rights and responsibilities, and our obligations to you. Please read the information within your Student Handbook carefully as it is a condition of enrolment that you have read, understood, and accepted this information. In accepting the following terms and conditions, you are also ensuring that the information you provide to Foundation Education is true and correct.

Student Support

You have now become part of the Foundation Education team, one of Australia’s leading registered training organisations.

Course Support

Foundation Education is dedicated to supporting students throughout their theory and practical studies, and once enrolled; you will receive a welcome email that will outline the support available to you. You will be able to access support via email, phone, and online. Please note that it is your responsibility to contact Foundation Education if you require support or assistance. The welcome email will also provide you with your account details to our industry leading My eCampus. This is for your personal use only.

Barriers to Course Completion

Before you commence your studies, it is important that you identify any potential barriers that might prevent you from successfully completing your course. Some to consider are:

  • Access to a computer, Internet, and an active email address
  • Computer literacy
  • For certificate courses, Year 10 or equivalent level of reading, writing, and comprehension
  • For diploma courses, Year 12 or equivalent level of reading, writing, and comprehension
  • Access to suitable resources—e.g. video camera—depending on the course you are studying
  • Time to complete the assessment items
  • Financial stability to fulfil your financial commitments
  • Depending on the course that you are studying, access to a workplace

Your Support Team

Your Student Support Officers

We have a dedicated team to assist you with your learning needs. Our student support officers (SSOs) provide assistance around accessing your learning platform along with maintaining regular contact with you. Their job is to help you graduate, and they will find a solution for any situation to ensure that this can happen. Make sure to stay in touch throughout your studies!

Your Specialists and Assessors

We have a specialised group of people that can help you with completing your units and we offer one-on-one coaching sessions via phone to support you. Our specialists have extensive experience in the industry and can assist you with your learning needs. We are here for you!

Your Support Plan

We have a plan to stay in contact with you. Why? Because we care, and we want to make sure you succeed. The purpose of your support plan is to ensure that you are progressing through your course. You will receive a welcome email from our SSOs as soon as your enrolment has been processed. This email contains the details for My eCampus as well as how you can access specialist student support. If you don’t receive this welcome email, we may have incorrect details for you so please contact us via phone or email.

Your Study Plan

To assist with progressing through your course, you can generate your own personalised study plan in My eCampus. How to do this is covered in the induction to your course. The study plan is a structured plan that allocates a manageable timeframe for the units that you’re studying. This allows you to plan, manage, and structure your course for completion within the allocated timeframe for your course. We find that students love this plan as it not only keeps them on track, but there is also flexibility in there for a break from study.

Traineeship Students: Your Training Plan

To assist with progressing through your course, we will prepare a training plan with you and your employer to use as a guide to how long it will take to complete each unit. This allows you to plan, manage, and prepare for your on and off-the job training for completion within the allocated timeframe of your traineeship.

Your Learning Platform

At Foundation Education, we are committed to providing leading edge education and training to our students.

The Foundation Education learning platform is a centralised learning environment where all course materials and assessments are online and all assessment items are completed and stored within the learning management system (LMS). Through My eCampus’s advanced tracking and reporting functionalities, Foundation Education can better monitor your progress and as such determine areas of success and areas where you require assistance. The best part about My eCampus is the interactive learning resources, which makes doing your course even more fun!

Language, Literacy, and Numeracy

As an RTO, Foundation Education will ensure that potential students have the required language, literacy, and numeracy (LLN) to undertake the course they are enrolling into. During the enrolment process, you will be asked a number of targeted self-assessment questions to help us determine your suitability to your chosen course. Should you demonstrate the need for assistance, detailed assessments are to be made. These assessments will identify the appropriate methods, areas in need and suggestions for support. On enrolment it is your responsibility to advise your Careers Advisor if you feel you may require additional support in this area.

Foundation Education offer referral or support services to students upon request. Referrals will be made to Commonwealth adult and community education (ACE) providers or community literacy providers. Foundation Education also has strategies in place for trainers/assessors to follow in regard to special needs and student welfare.

Unique Student Identifier

All students undertaking nationally recognised training in Australia need to have a unique student identifier (USI). A USI is effectively a reference number made up of numbers and letters that will give you access to your USI account.

The USI will stay with you for life and will be recorded with any nationally recognised vocational education and training (VET) course that is undertaken. The USI will allow you to have easier and more reliable online access to your record of training history. You will also be able to produce a comprehensive transcript of your training. This can be used when applying for a job, seeking a credit transfer, or demonstrating pre-requisites when undertaking further training. If you don’t already have a USI, access this website to set one up:

You will be prompted to enter your USI when you log into My eCampus. You will be prompted every time you log in until your USI is entered into the system.

Please note that you are required to provide your USI before you can graduate from an accredited course. If you have any questions, please do not hesitate to contact us.

Terms and Conditions

Student requirements

As a student of Foundation Education, you agree that you have the following:

  • Pre-requisite units and entry requirements as applicable to your qualification.
  • Appropriate level of computer literacy: the ability to use a word processing application, email, and Internet. Foundation Education does not provide IT technical support for students.
  • Appropriate computer software: Microsoft Word (or the Open Office equivalent) and a PDF Reader. Please note that your course is not supported on IOS/Android tablets and mobile phones.
  • Our recommended browser, which is Google Chrome Internet Browser.
  • PC Requirements: Windows 7, Windows 8, or Windows 10.
  • Mac Requirements: Mac OS X 10.6 or later.
  • Regular allocation of time over the length of your enrolment to complete your course.
  • Active email address and internet connection.
  • Mobile phone with voice mail capability.
  • A USI. If you have not already applied for your USI, you will work with the Student Support Team to apply for one.
  • Willingness to receive correspondence via mail, email, and/or text message.
  • Willingness to respond to communication in a timely manner.
  • If you have opted to pay for your course upfront or via instalments (referred to as a payment plan), the capacity to meet these payments as per your contract.
  • Capacity to engage with coaching sessions, including any language, literacy, and numeracy support, as needed to complete the requirements of your course.
  • Willingness to receive information on future courses or other training products with Foundation Education.


All participants must be over the age of 18 to participate in a course with Foundation Education unless express verbal or written permission from a parent or guardian is supplied.

In accepting this enrolment, you are warranting that you are at least 18 years of age.

If you are under 18 years of age, you must ensure that your parent or guardian has read and understood the terms and conditions contained in this booklet. By providing signed or verbal approval of your enrolment, your parent or guardian acknowledges and accepts the terms and conditions herein, including guaranteeing the principal liability to make payment of all course fees.

Additional eligibility requirements for funded traineeship students

In addition to the above requirements, there are certain other criteria you must meet in order to undertake a traineeship. For the most accurate and up-to-date information, as well as employer obligations, please contact your state training authority directly:

Smart and Skilled eligibility

To be eligible for training for any Smart and Skilled program, you must:

  • Be an Australian citizen, a permanent Australian resident, a humanitarian visa holder, or a New Zealand citizen, and
  • Be aged 15 years or older, and
  • Live or work in New South Wales, and
  • No longer be at school (unless undertaking a school-based apprenticeship or traineeship), and
  • Agree to the statement regarding consent to use and disclosure of personal information

Your eligibility for a government-subsidised course depends on your previous qualifications. If you do not already hold a Certificate IV or higher-level qualification, you are entitled to enrol in any subsidised course. If you have already completed a Certificate IV or higher-level qualification, courses at Certificate IV or Diploma level may be available to you, subject to funding availability. Your previous qualifications do not affect your eligibility for new entrant traineeships.

You will be asked to provide the following proof of identity evidence:

1.Valid USI

2.Driver’s licence showing current residential address to support that you live or work in NSW

a) a)      Additional examples to support residency: Australian Electoral Commission document, lease/rental document, letter from your employer, rates notice, Australian Taxation Office assessment, official letter from Centrelink

3.Australian or New Zealand birth certificate; Australian or New Zealand passport; green Medicare card; humanitarian visa or Certificate of Evidence of Resident Status (CERS), which confirms your status as an Australian permanent resident

4.Applicable documentation for fee concession or exemption status

If you are under 18 years of age, you must ensure that your parent or guardian has read and understood the terms and conditions contained in this booklet. By providing signed or verbal approval of your enrolment, your parent or guardian acknowledges and accepts the terms and conditions herein, including guaranteeing the principal liability to make payment of all course fees.


Student consent to use and disclosure of personal information

As a student of Foundation Education, you understand and agree to the following statements:

1.Personal information (information or an opinion about me), collected from me, my parent, or my guardian, such as my name, USI, date of birth, contact details, training outcomes and performance, or sensitive personal information (including my ethnicity or health information) (together personal information) collected by Foundation Education may be disclosed to the Department of Education and Communities (Department).

2.The Department may disclose my personal information to other Australian government agencies, including those located in states and territories outside New South Wales.

3.The above government agencies may use my personal information for any purpose relating to the exercise of their government functions, including but not limited to the evaluation and assessment of my training, the determination of my eligibility to receive subsidised training, or for any fee exemptions or concessions. My personal information may also be disclosed to other third parties if required by law.

4.I consent to the collection, use, and disclosure of my personal information in the manner outlined above.

5.I also acknowledge and agree that the Department may contact me by telephone email or post either during or after I have ceased my subsidised training with Foundation Education for the purposes of evaluating and assessing my subsidised training.

Eligibility requirements for Certificate 3 Guarantee and Higher Level Skills Program

The Certificate 3 Guarantee program supports eligible Queenslanders in completing their first certificate III level qualification. The Higher Level Skills program provides a government subsidy to support eligible Queenslanders to study a certificate IV or higher level qualification. Students are entitled to one government-subsidised training place, so it is important that you choose the right course so that you can take full advantage of this opportunity.

In order to access this funding program, you will need to provide evidence of eligibility for the selected program, which comprises:

  • Date of birth (must be 15 years or over at the commencement of the course) and no longer at school
  • Queensland address
  • Any post-school qualifications
  • Australian/New Zealand citizenship or Australian permanent residency status
  • Eligibility for concession (if applicable)

In addition to the above, eligible students will also need to complete a training and employment survey within three months of completing or withdrawing from the chosen qualification. If you have completed a qualification since finishing high school, you may not be eligible for a government subsidy. Please see the Student Factsheets for more information:

Year 12 Fee-Free training is available to Year 12 graduates who enrol and start training in a high-priority qualification within a calendar year of completing their secondary schooling. More information is available online:

Student rights and obligations

As a student enrolled with Foundation Education, it is important that you be aware of the services and support available to you during your studies. All students have the following rights while enrolled:

  • Fair and equitable treatment at all times, including access to all programs available on scope (subject to the relevant entry and LLN requirements)
  • Access to the required support, training, and assessment in order to successfully complete the training, regardless of location or mode of delivery
  • Access to any records held by us, including personal details, course progress, and payment information

As a student of Foundation Education, you are obligated to:

  • Ensure that the work you submit is your own; any discovery of plagiarism will be dealt with as outlined in the policies and additional information section.
  • Advise us as soon as you become aware of any issues which may affect your study, including LLN needs.
  • Abide by the terms and conditions outlined in this document and the code of conduct policy in all dealings with Foundation Education.
  • Meet your assessment obligations. Where this is not possible, you must advise Foundation Education as soon as possible.
  • Make your course payments by the agreed due dates. Further information on fees is outlined later in this document.
  • Keep your contact information up to date by advising us as soon as possible about changes.

Foundation Education’s rights and obligations

Foundation Education has an obligation:

  • Not to tolerate discrimination towards any group or individual in any form, inclusive of race, gender, political or religious beliefs, culture, sexual orientation, and/or disability (physical or intellectual).
  • To inform you, the student, of important policies including how we ensure your privacy, how we handle complaints and appeals, and under what circumstances we administer refunds.
  • On payment of all course fees, to provide support, training, and assessment services in the chosen training program in compliance with the RTO Standards 2015 and as summarised in the enrolment documentation that you will receive. This guarantee continues for the period of enrolment to ensure that students have the opportunity to successfully complete the training.
  • To inform you if any part of the agreed services, including training and assessment, are to be delivered by a third party.
  • To issue you with AQF certification documentation upon request and at the end of your enrolment, whether completed or terminated, providing that you have met the requirements of the qualification or unit/s of competency and all agreed fees have been paid.
  • To abide by our published policies and the information contained in this handbook.
  • To provide you with information on the implications of government funding entitlements and subsidy arrangements for any future qualifications you may wish to undertake. For more information on the requirements in each state/territory, please see the following links:

Foundation Education reserves the right:

  • To cancel an enrolment without notice if, by the enrolment end date, a student has not achieved all course requirements. If some units within the qualification have been completed, a statement of attainment will be issued reflecting the competencies awarded providing that all agreed fees have been paid. No refunds will apply in this instance.
  • To cancel an enrolment for reasons outlined in the Code of Conduct, student plagiarism, and fee requirement policies.
  • To collect fees as per the agreed terms and conditions supplied upon enrolment and in accordance with the policies outlined in this document.

Withdrawal policy

If for any reason you decide to cancel your enrolment, you must do so by giving written notice of termination to us at the contact details below. Foundation Education will acknowledge receipt of the request within one business day, and you will receive a response from the relevant department within ten business days. Please note: any requests that are outside of policy may require further investigation.

Once your withdrawal is confirmed, you will receive a Statement of Attainment for any completed units. This will arrive within 21 days providing that all fees have been paid in full.

Withdrawal/Cancellation Contact details: Please send your request for withdrawal from your course to [email protected]

Fee Information

Course fees

Your course fee includes the delivery and assessment of your qualification, all resources and study materials for the course as well as the support you receive from our Education Team. Upon enrolment, you will receive an email summarising the tuition fees for your chosen course.

If you are unable to pay your course fees upfront in full, you will be asked to pay a deposit to secure your position and enable us to begin the enrolment process. Your payment plan details, including the duration and weekly/fortnightly contribution as discussed with your careers advisor, will be confirmed by our Finance team once your enrolment is processed.

Your fees must be paid in full by the time you complete your course, and your AQF certificate documentation/award—i.e. the certificate for your course—will not be issued until your fees are paid in full. Further, you will not be charged any additional fees for repeat attempts of any unit of competency in which you were originally enrolled.

Funded Traineeship Contribution fees

An invoice and application for admission form will have been sent to you prior to enrolment. It is important that you be aware that Foundation Education cannot accept your enrolment until we have received your completed form and payment of the invoice in full. Any delay in payment may also delay the registration of your training contract with the relevant state training authority. Please contact your Australian Apprenticeship Support Network (AASN) for further details.

You should refer to the Trainee Contribution Fee Exemptions and Concessions information table for specific information.

Smart and Skilled course fees

If you are eligible for subsidised training under Smart and Skilled, you pay only a portion (10–45%) of the training cost, and this fee covers your whole qualification rather than an annual fee. All fees will be determined using the Smart and Skilled calculator, and adjustments for RPL and CT will be made after enrolment.

Smart and Skilled fees are lower for students doing their first qualification since leaving school. This is because Smart and Skilled focuses on helping NSW residents get their first qualification.

Upon enrolment, you will receive an email with your Notification of Enrolment and tuition fees for your chosen course; however, you can get an estimate of the fee for your preferred course by using the Smart and Skilled course finder:

Fee Exemptions: Smart and Skilled courses

The government subsidises the total cost of the qualification—meaning that no fee is charged—for:

  • Aboriginal and Torres Strait Islander students (through descent, self-identification, or community identification)
  • Students with a disability (proof of a disability support pension or documentary evidence from an appropriate medical professional is required)

Concession fees: Smart and Skilled courses

Discounted fees are available for disadvantaged students studying up to a Certificate IV. Unfortunately, no concessions are available for Diploma students. This concession fee is a flat fee set for the whole qualification and is available to students who:

  • Receive a specified Australian government benefit or allowance at the time of enrolment, e.g. age pension, carer payment, Newstart/Youth allowance, Veterans' Affairs pension, or single parenting payment
  • Are the dependants of a person receiving a Commonwealth benefit or allowance

Incidental fees

  • If you elect to pay for your course via a payment plan, you will be charged additional fees by a third party (EzyPay). A copy of their terms and conditions will be emailed to you as part of your enrolment and can be provided again upon request.
  • If you elect to pay for your course via zipMoney, establishment and additional fees will be charged as per the relevant terms and conditions as contained within your zipMoney application form.
  • If you misplace any AQF certification documentation issued by Foundation Education, i.e. your certificate or statement of attainment, you may purchase a replacement for $30 plus postage.
  • If you require an alternative form of access to your learning resources, such as a hard copy of your learning resources, you may contact our Student Support team who will facilitate the purchase for you. This will become your personal property, but you may not sell on or commercialise the information contained within.

Cooling-off period

1. Solicited consumer agreements

Where you have invited negotiations for the purchase of a Foundation Education training product, e.g. you have expressed interest in our courses or have contacted one of our sales people directly, you are considered to be a ‘solicited consumer’.

All courses contain a five-day cooling-off period, effective after you confirm your enrolment and accept the terms and conditions as contained in the Student Handbook. The cooling-off period is calculated using actual days, so weekends and public holidays are included. Please see table below for reference.

This cooling-off period exists for you to ensure that your chosen qualification suits you and to provide you with sufficient opportunity to review these terms and conditions. It is also your responsibility to identify potential barriers to your learning and to advise us during this period. Once the cooling-off period expires, you will be bound to honour your contractual arrangements in full. Please note that even if you have chosen to delay the commencement of your course, your five-day cooling-off period is effective after you confirm your enrolment and accept the terms and conditions as contained in this Student Handbook.

2. Unsolicited consumer agreements

Where you have not invited negotiations for the purchase of a Foundation Education training product, e.g. one of our sales people telephones you uninvited or approaches you in a place other than our place of business, then you are considered to be an ‘unsolicited consumer’. If this is the case, then Australian Consumer Laws will apply to ensure there is a cooling-off period to your contractual commitment to enrolment upon a course at Foundation Education (Contract). During this cooling-off period, you are entitled within a period of 10 business days to change your mind and cancel the Contract by giving written notice of termination to us at the contact details as given in the Withdrawal policy section below.

For unsolicited agreements negotiated by telephone, the cooling-off period begins on the first business day after you have received the enrolment documents confirming your enrolment over the telephone. For other agreements, the cooling-off period begins on the first business day after the agreement was made, which is the day you confirm your enrolment application to us in writing. Under Australian Consumer Laws, we must not accept or require any payment during the 10-day cooling-off period; however, if electing to make payment via credit card, we will pre-authorise the details you have supplied to us. No funds will be debited until the day after the cooling-off period has expired. If you cancel your Contract within the cooling-off period, the agreement will be void, but you must immediately return any materials that we may have supplied you.

Refund of course fees

If you are solicited consumer, and for any reason you decide to cancel your enrolment within the five-day cooling-off period, you will be eligible for a full refund minus a $370.00 administration fee.

If you are an unsolicited consumer, and for any reason you decide to cancel your enrolment within the ten-business-day cooling-off period, you will not have any fees deducted whatsoever and will not be liable for any fees associated with that course.

After the cooling-off period, no refunds or termination of ongoing fees is available except in cases where formal, out-of-policy arrangements have been made. Please note that a change of mind towards your chosen qualification, the online learning delivery mode, or preference for another training provider and career path are not legitimate reasons for a refund. Please note if you are an industry enrolment through a business to business corporate relationship, your co-contribution fee is non-refundable.

We expect all students to honour their contractual agreements except in cases where a formal out-of-policy arrangement has been made or where the provider has defaulted on delivery.

Where genuine hardship can be evidenced and has resulted in the permanent inability of the student to complete the requirements of their course, decisions on refunds may be made at the discretion of the CEO or delegate. In cases where students are suffering from a medical ailment and are able to provide adequate documentation of such, then upon application in writing, the student’s enrolment may be extended for a period of no more than six months. No refund of course fees applies, and the student will remain liable for all payments as agreed under their payment plan.

Funded traineeship refunds

Any refund is made as a lump sum to the student no more than 28 days after the relevant state cancellation paperwork has been sent through and signed by both the student and the employer, but this is provided that the contribution fee has been paid in full. You should refer to the Refund of Trainee Contribution Fee information table for specific details.

Modifying payment of fees

During the course of your enrolment, you may require an adjustment to your payment plan. Requests should be submitted in writing along with evidence of genuine hardship and relevant documentation, and they will be assessed in accordance with the applicable policies. Any variation to standard policy must be approved by the CEO or delegate. In all cases, students will still be required to pay their course fees and honour their contractual obligations.

Extensions policy

Students are required to complete their course within the timeframe set for their chosen option. If you need additional time or wish to continue study beyond the end date of your course, an application for course extension must be made prior to your expiry date. Foundation Education is not obliged to extend an enrolment if a student has not made appropriate arrangements or course progression prior to their end date. If an extension is not purchased, Foundation Education reserves the right to withdraw the student without notice. In order to purchase an extension, please contact us on 1300 616 197. Please note there is no deferment option available.

Traineeship extensions

Any extension to your training contract must be coordinated between yourself, your employer, and the state training authority. An application form may be required depending on the requirements of your state or territory. Upon receiving notification of the change to your contract, we will issue you with a revised training plan and extend your enrolment end date.

Students who experience illness or injury during their traineeship can apply to temporarily suspend their obligations under the training contract for a period of up to 12 months. Your employer must agree to the application prior to the suspension taking effect, and once approved, ongoing employment arrangements should be determined.

Smart and Skilled Extensions/Deferrals

Any enrolled student accessing Smart and Skilled subsidised training is entitled to defer their studies totalling no more than 12 months. If you require additional time to continue your study beyond the end date of your course, an application for course extension must be made prior to your expiry date. All requests must be lodged in writing to our Student Services team for assessment and consideration.

For further details, contact your ANP as listed on your training contract, or email [email protected]

Provider default

If for any reason Foundation Education or any of its agents cancel or delay your course, you will first be offered a transfer to another course in order to continue your study. If a transfer is not available, or no suitable options can be agreed upon, a full refund will be given. Please note that this condition does not apply if you have elected to delay the commencement of your course.

A student may be eligible for a pro-rata refund where they have commenced their course and Foundation Education or any of its agents cancel, postpone, or delay the course or sessions. This pro-rata refund is dependent on the number of units that the student has completed and how long they have been enrolled. Students may also have the option to be transferred to another course.

If you have elected to pay your course fees by payment plan, the same pro-rata refund will apply. However, students who have not paid the minimum balance will be liable for the remaining fees.

Course transfers

Foundation Education encourages students to engage in study that best suits their expected outcomes. Foundation Education also expect that students have chosen the correct course as aligned to their desired goals. Depending on your circumstances, if you wish to change from one course to another, all course transfer requests must be submitted in writing to our Student Support team ([email protected]). You will receive a decision in regard to your course transfer request in writing from our Student Support team within ten business days. Please note that the terms of your contract, including tuition fees payable, will not be affected by your course transfer request.

Payment defaults

During the enrolment process, students can elect to pay for their course via a payment plan. To be eligible for a payment plan, you must confirm a set of fixed weekly or fortnightly amounts and agree to pay off the course within the set timeframe. A verbal authority, signed enrolment form, or application form submitted online is verification of consent to all terms and conditions associated with that loan or payment plan as provided to the student.

If you default on a payment:

  • Your assessment will not be marked until the account is paid to date. This may mean making a catch-up payment for the missing amounts as well as any third party fees.
  • You will not be eligible to participate in webinars, tutorials, or other related support until the account is paid to date.
  • You will be unable to participate in assessment days or practical assessment until the account is paid to date.
  • Your certificate will not be issued until the course fees are paid in full.
  • And have provided written evidence and relevant documentation of genuine financial hardship, you will have the original length of your enrolment to pay the debt out.
  • That covered the remainder of your fees as part of an upfront payment plan, you will be transferred to an eight-month payment plan. This plan incurs additional course fees compared to the upfront payment plan. You will also be charged further fees by a third party (EzyPay), and a copy of their terms and conditions will be emailed to you should your payment plan be adjusted in this manner.
  • Foundation Education reserves the right to deduct the total amount in default from the account details you have provided, plus default fees to bring the payments back into line with the payment schedule.

If your account remains unpaid, access to resources via your online learning platform will cease until the payments are brought up to date. Course extensions will also not be granted to students that are behind in their payments.

Credit card payments

If you have paid any part of your course fees via credit card, you are acknowledging that the card belongs to you or that you have express permission from the owner to use the card. If a third party, i.e. (family member, friend, or employer, will be paying for your course fees, please note that it is your responsibility to get permission from the card holder to add their name and credit card to your student account.

Debt recovery

If for any reason a student has defaulted in their payment to Foundation Education, then the remaining balance may be referred to either our solicitors or a debt collection agency for recovery proceedings. The student shall be liable for all costs associated with the recovery of their debt, including collection fees, commissions, and legal costs.

Complaints and Appeals

Foundation Education aims to provide quality service at all levels of its operation and is committed to providing an effective, efficient, timely, fair, and confidential complaints handling procedure for all students. It is Foundation Education’s intention that all complaints be taken seriously and used as a mechanism for continuous quality improvement. Complaints will be dealt with in a professional and timely manner, and the student will be kept up to date throughout the process. If after being advised of a decision the student is not satisfied with the outcome, they have the right to appeal that decision as described below.

The following principles, which Foundation Education adheres to, apply to all stages of this complaints procedure:

  • The student and any involved parties will have the opportunity to present their case at each stage of the procedure.
  • The student and any involved parties have the option of being accompanied/assisted by a third person, such as a family member, friend, or counsellor, if they wish.
  • No parties involved will be discriminated against or victimised.
  • At all stages of the process, discussions relating to complaints and appeals will be recorded in writing. If requested, a full written explanation outlining decisions and actions taken as part of this procedure can be provided to all parties.
  • Records of all complaints and appeals will be kept for a period of five years. These records will be kept strictly confidential and stored electronically. Access to these records may be requested by emailing the Quality Officer at [email protected].
  • A student shall have access to the internal stages of this grievance procedure at no cost.
  • Costs for mediation will be shared equally by Foundation Education and the student.
  • Students are entitled to make a complaint about any parties involved in the delivery of their course. This includes:
    • The conduct of Foundation Education
    • Our trainers, assessors, or other staff
    • A third party providing services on Foundation Education’s behalf or on behalf of its trainers, assessors, or other staff
    • A fellow learner of Foundation Education.
  • Students are entitled to access the grievance procedures regardless of the location of the campus at which the grievance has arisen, the student’s place of residence, or their mode of study.
  • This policy does not replace or modify policies or any other responsibilities that may arise under other policies, statutes, or any other law. Also, the dispute resolution procedures outlined in this document do not circumscribe an individual's rights to pursue other legal remedies.
  • If a student chooses to access this policy and procedure, Foundation Education will maintain the student’s enrolment whilst the grievance and appeals process is underway.

Making a complaint

In the first instance, it is best to try to resolve any issues with our Student Support team ([email protected]) as this will ensure the quickest response. This is preferable where the complaint is relatively minor. If the complaint cannot be resolved with our Student Support team, then you should submit it in writing to the Quality team at [email protected]. The complaint will be investigated objectively, and you will be advised of the decision or outcome within ten business days.

Making an appeal

If you are not satisfied with the response to your complaint or with any decision made in regard to your studies, you may lodge an appeal in writing to the Quality Manager at [email protected] or the CEO at 54-58 Brookes Street, Bowen Hills, QLD, 4006. All necessary consultations will be held, and Foundation Education will make a determination of the appeal. You will be advised in writing of the outcome of your appeal, including the reasons for the decision, within ten business days.


If you are not satisfied with the outcome of your appeal, then an independent mediator will be sourced through The Resolution Institute. You may request that your grievance be referred to the independent mediator by writing to the CEO at 54-58 Brookes Street, Bowen Hills, QLD, 4006. Costs of such mediation will be shared equally by Foundation Education and the student.

Foundation Education agrees to be bound by the recommendations arising from the external review of the complaint, and the CEO will ensure that any recommendations made are implemented within 30 days of receipt of the recommendations.

Assessment Appeals

All appeals relating to an assessment decision must be lodged with your specialist SSO within 21 days of you being notified of the assessment result. On receipt of the appeal, the assessment will be reviewed in order to confirm whether it was a fair decision and whether the evidence presented is current, authentic, valid, and sufficient. Foundation Education will contact you within ten business days to advise of the outcome.

Smart and Skilled courses: consumer protection information

Approved Smart and Skilled training providers are obligated to:

  • Provide the training and support necessary to allow you to achieve competency
  • Provide a quality training and assessment experience for all students
  • Provide a clear, accessible feedback and consumer protection system, including an identified consumer protection officer
  • Maintain procedures for protecting consumers' personal information

The Smart and Skilled Consumer Protection Strategy is available here:

As a first step, you are encouraged to discuss your concerns with our consumer protection officer via [email protected]. They will be able to help you with your concerns. You can also contact the Smart and Skilled customer support centre to seek assistance, ask for advice, make a complaint, or provide feedback. You can do this by email at [email protected], over the phone on 13 28 11, or in person at a State Training Services centre.

Code of Conduct

The Policy is designed to represent the expectations of Foundation Education and clearly establish behaviour guidelines, investigative procedures, and consequences for inappropriate behaviour. The Student Code of Conduct is designed to uphold the dignity of all staff, all students, and all persons associated with Foundation Education.

The Student Code of Conduct sets out acceptable student behaviour and appropriate disciplinary measures. The underlying purpose of the Student Code of Conduct is to outline for students and staff their rights to work and study in a positive, secure, and orderly environment and show care, courtesy, and respect for the rights of others at all times.


Acceptable behaviour:

  • Being courteous, respectful, and well mannered at all times
  • Making responsible and thoughtful choices
  • Being truthful, fair, caring, and considerate through actions and behaviours at all times
  • Being professional in all dealings with staff and other students
  • Participating actively and positively in learning at all times
  • Respecting the rights of others to learn in a non-threatening environment
  • Completing all assigned assessment tasks to the best of their ability
  • Being on time for sessions

Unacceptable behaviour:

  • Swearing
  • Plagiarism
  • Fraud or any breach of the law
  • Racial, religious, or sexual slurs towards staff or other students
  • Threatening behaviour towards staff or other students
  • Abuse
  • Misuse of equipment
  • Actions that lead to putting yourself, staff, or other students at risk

If a student is in breach of the code of conduct, this will be investigated, and they will be asked to give a written response to these allegations. If it is found that a student has breached the code of conduct, that student may be given a warning and, depending on the severity of the breach, may be terminated from the course without notice and will receive no refund of fees. The CEO will make the final decision on any actions resulting in termination.

Student plagiarism

Plagiarism means the inclusion of another person’s work whilst representing it as your own or the act of copying and using another person’s expressions or ideas without due acknowledgement. Intentional plagiarism involves the deliberate act of presenting someone else’s work and ideas as if you had written them yourself. Unintentional plagiarism arises due to student confusion over how and when to reference another author.

Any of the following acts constitutes plagiarism unless the source of each quotation or piece of borrowed material is clearly acknowledged or referenced. These are:

  • Failing to adequately reference the work of others or sources of information
  • Copying part or all of another person’s work
  • Submitting work that in part or in its entirely has been copied from written material or electronic material including the Internet
  • Paying a third party to complete your work on your behalf

Plagiarism is not acceptable. If plagiarism is suspected, it will be determined whether the case warrants more than a warning. If so, the student will be informed in writing of the nature of the complaint and informed of the code of conduct and actions to be taken. The student will be given the opportunity to respond to the allegations in writing.

Access and Equity policy

Foundation Education’s access and equity policy ensures that there is equitable access to all available programs on scope. In no instance will there be discrimination towards any group of individuals in any form, inclusive of race, gender, political or religious beliefs, culture, sexual orientation, and/or disability, be it physical or intellectual.

Consent to image release

Foundation Education may at times take photographs, record videos, and develop various marketing campaigns for use in promotional activities. These images and records remain the property of Foundation Education and will not be sold to any third party.

By enrolling in a course with Foundation Education, you are agreeing to allow Foundation Education to use and make reference to any images and recordings in which you have participated. This may include but is not limited to photographs, video recordings, voice recordings, and text extracts.

Privacy policy

Our Privacy Policy (available here) sets out how Foundation Education protects the privacy of personal information that is collected through our website (, from industry partners, contractors to the Foundation Education Group or directly from you. We are committed to ensuring that your privacy is protected. Please read this Privacy Policy carefully.

Recognition of Prior Learning and Credit Transfer policy

Recognition of prior learning (RPL) and credit transfer are both offered across all of Foundation Education’s courses. RPL is a process by which you provide evidence of pre-existing skills and experience in order to determine whether you are already competent in one or more units. Credit transfer can be applied if you have previously completed a particular unit or units making up part of the course that you are undertaking with us.

Once you have enrolled, Foundation Education will assess your application if you believe you may be a candidate for this process. If successful, you will be eligible for exemption from undertaking certain assessments within the course. Please note that the terms of your contract, including tuition fees payable, will not be affected by the units of competency achieved via this RPL or credit transfer process.

RPL is intended for individuals who can demonstrate that they have current industry competencies or experience reflecting performance criteria in the unit/s for which they are applying for RPL. Note that this process can be lengthy, and it relies solely on the evidence and information that you submit.

It is your responsibility to work through the unit/s of competency that you wish to be assessed and that provide relevant evidence. You are required to submit

(i)    At least one formal qualification or where there is no formal qualification, and

(ii)   Two different pieces of evidence to demonstrate your competence.

When submitting your evidence, please keep in mind that your evidence needs to be:

  • Current – Does the evidence reflect your current skills?
  • Relevant – Is your evidence relevant to the unit for which you are applying?
  • Authentic/Valid – Does your evidence prove/demonstrate that you have the skills/knowledge/attributes/competency for the unit for which you are applying?
  • Sufficient – Is your evidence sufficient to demonstrate that you are competent in the skills relevant to the unit for which you are applying?

Once you are enrolled and have expressed your interest in this process, you will be supplied with an RPL application kit as specific to your chosen qualification of study.

Contact Details

If you have any questions during your time studying with us, please do not hesitate to contact our Student Support team.  They are available from 8am until 7pm Monday to Thursday, and from 8am until 5pm on Fridays.

Phone: 1300 130 157

Email:   [email protected]

September 2017

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