Student policies.

Fees, refunds and cancellation

We explain all fees before you enrol. Send any withdrawal or refund request in writing to info@stark.edu.au. The full rules are in our Fees, Payments, Refunds and Prepaid Fee Protection Policy (PDF).

• 7-day cooling-off period. You can withdraw within 7 calendar days of your written enrolment confirmation. We refund the fees you paid, less a $250 administration fee.
• Qualifications longer than one month. After cooling off, we refund what you paid above the agreed value of the units you completed. If you paid less than that value, the difference is payable. Invoices for units you did not complete are cancelled.
• RPL. The initial RPL deposit is $1,500. Withdraw within the 7-day cooling-off period and we refund $1,250. After cooling off, the deposit and other RPL fees are not refundable if you choose to withdraw. RPL fees pay for the assessment, not for a result.
• Short courses. After cooling off, there is no refund for a change of mind or for not attending.
• If we cannot deliver. If Stark Institute cancels or cannot deliver, you get a full refund of fees paid for services not delivered, with no administration fee. Your rights under Australian Consumer Law always apply.
• Reassessment. Your unit fee covers up to three assessment attempts. A fourth attempt costs $25 for that unit.

Withdrawal, cancellation and deferment

• Withdrawing. Tell us in writing, by form or email. We record the date we first received your notice and explain any refund or balance in writing.
• Deferring. You can ask to delay your start or pause your study. A manager approves or declines in writing, with reasons. Fees you paid stay as a credit. There is no deferment fee.
• Coming back. We agree a return date with you and update your training plan before you restart.

Read the Withdrawal, Cancellation and Deferment Policy (PDF)

Complaints and appeals

You can raise a complaint about our services, staff, trainers, facilities, safety, another student or anyone working on our behalf. You can appeal a decision about admission, assessment, RPL, credit transfer, fees, refunds, withdrawal, cancellation or deferment. This applies to short courses, qualifications and RPL. It is free, and you will not be treated worse for raising a concern.

How to lodge

• Email info@stark.edu.au, call 0469 338 334, or speak with any Stark staff member in person.
• You can use our Complaints and Appeals Form, but you do not have to. Our staff can write it down for you.
• Tell us what happened, the dates and people involved, and the outcome you want. Add any documents you have.
• You can bring a support person or have someone act for you. We can arrange language help and adjustments. Anonymous complaints are considered if there is enough detail.
• An unpaid fee will never stop you making a complaint or appeal.

Our timeframes

• We acknowledge it within 5 working days.
• We start looking into it within 10 working days.
• We give you a written outcome, normally within 30 calendar days.
• If it will take longer, we tell you why in writing before the due date and update you at least every 10 working days.
• Urgent safety, harassment or privacy concerns are acted on straight away.

Appeals

• Appeal within 20 working days of getting the decision. We consider later appeals if something stopped you from appealing sooner.
• The person who made the original decision does not review it. Assessment appeals are reviewed by a qualified assessor who was not involved.
• If we made an error, any review or reassessment to fix it is free. An appeal does not count as an assessment attempt.
• While it is reviewed, you can normally keep studying, where that is safe and lawful.

Independent review

If you are not happy with our outcome, ask us for an independent review. We arrange an independent reviewer at no cost to you, confirm who it is within 10 working days, and tell you in writing what we will do with their recommendations.

Outside help

• National Training Complaints Hotline: 13 38 73. It refers you to the right authority.
• Australian Skills Quality Authority (ASQA): concerns about training providers.
• Your state consumer protection agency can help with fee and refund disputes.

Read the Complaints and Appeals Policy and Procedure V2.1 (PDF)

Documents and forms

• Fees, Payments, Refunds and Prepaid Fee Protection Policy V2.3 (PDF)
• Withdrawal, Cancellation and Deferment Policy V2.2 (PDF)
• Complaints and Appeals Policy and Procedure V2.1 (PDF)
• Student forms
• Audit report (PDF)
• Unique Student Identifier (USI)