1. Introduction

The Institute of EI will provide transparency in the application and administration of fees and charges including refunds and will put in place a fair and reasonable refund process according to Australia’s consumer protection laws.

The purpose of this policy is to provide for the appropriate application and administration of fees and handling of student refunds.   

2. Policy Principles

The Institute of EI implements fair and reasonable refund practices and transparent processes for fee application and administration. Institute of EI will ensure that:

1. prospective students are aware of its fee policies in order to make informed decisions about enrolment in a course;
2. its fee and refund policy is prominent and accessible to its staff, prospective students, and existing students;
3. it implements and maintains a process for fair and reasonable refunds and fees paid.

3. Fee Administration Policy Principles

Fee Information

1. The Institute of EI will inform its prospective students and employers (if applicable) of the full and accurate course fees associated with the training and the refund policy before enrolment.
2. The Institute of EI will ensure that the fee and refund policy is accessible to its staff, prospective students and existing students. The fee information will include but will not be limited to the following information: 
   1. Breakdown of the course fee (if any)
   2. Fee and Refund policy
   3. Incidental fees
   4. Compulsory fees
   5. Additional charges or co-contributions
   6. Methods of fee collection
      

Fee Administration

1. The Institute of EI will retain accurate course fee payment, waiver, exemption or refund records for each student. 
2. The Institute of EI will require payment prior to commencement of training as well as pre-payment plans for students. 
3. The Institute of EI will allow participant course fees to be paid on behalf of the student by their employer or another third party (if applicable).

Fee Payment Arrangements

1. Fees must be paid in full before a certificate of completion will be issued. 
2. If payment instalments/arrangements are in place, and payment becomes overdue and remains unpaid for a period in excess of 7 days, The Institute of EI reserves the right to suspend the student’s learning or assessments (or both) until all fee payments are up to date. 
3. Flexible payment arrangements, such as instalments, credit cards, direct debit, cheques and EFT remittances are acceptable to accommodate the diverse financial situations of students.

Outstanding Student Fees

1. Non-payment of fees by the due date for continuing enrolments will result in suspension of training. Institute of EI will notify all parties in writing of suspension. Once payment has been finalised, parties will be notified of the recommencement of training.

Refund Policy Principles

1. Details of The Institute of EI’s Refund Policy is publicly available to prospective students and employers (if applicable), staff and existing students and employers (if applicable). 
2. The Institute of EI will make students aware of the refund policy prior to enrolment. 
3. All refund requests must be done in writing. The Institute of EI will only acknowledge and review requests based on information provided in writing. Exemptions are made to mitigating circumstances, provided there is supporting evidence.
4. No refunds will be issued for cancellations outside of the Refund Period of 7 days.
5. For refund applications within the Refund Period, the noticed in writing must be received by The Institute of EI within the Refund Period. A refund of the course fee, less the applicable Administrative Fees, will only be issued if all above criteria have been met and the student has no previous outstanding monies with the Institute of EI. 
6. No refund will be issued once a learner is fully enrolled.
7. In the case of online learning, a learner is deemed to be fully enrolled once the student has been issued a username and login, and these have been used to access the online material.
8. In the case of face-to-face learning, a learner is deemed to be fully enrolled 48 hours prior to the workshop date.
9. Institute of EI requires written notification of withdrawal from training; this may be via letter or email. Refunds will be assessed upon receipt of the request. 
10. Institute of EI will process refund requests within 1 week from the day of receipt. The reimbursement procedure for approved refunds may take up to 4 weeks. 
11. All refunds will be paid to the person or organisation that originally paid the fees.
12. Institute of EI does not provide refund where:
13. A student has commenced their course/unit
14. The student does not complete the full course completion
15. Institute of EI may provide consideration for a refund for students who have commenced training with the discretion of the CEO.
16. Institute of EI does not accept liability for loss or damage suffered in the event of withdrawal from a course by a student.
17. Institute of EI provides a full refund to all students, should there be a need for Institute of EI to cancel a course. In the first instance Institute of EI will (where possible) provide an opportunity for the student to attend another scheduled course. If Institute of EI cancels a course, students do not have to apply for a refund; Institute of EI will process the refunds automatically.

4. Monitoring and Improvement 

Institute of EI’s CEO is responsible for ensuring compliance with this policy, and Student Services will process refund requests. 

Institute of EI’s CEO is responsible for all continuous improvement processes in relation to the fee administration and refund policy and procedure, and ensuring all staff, including those from the third-party providers are complying with the provisions of this policy. 

5. Updates to this Policy

This policy is reviewed annually and updated when required. The current version is available on our website at www.instituteofei.com.au. Last updated: May 2026.

6. Contact

Fee Administration and Refund enquiries should be directed to: