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MSQ Policies & Prospectus

MSQ Policies

Code of Practice

1

Complaints

Complaints are welcomed as a means of ensuring that we overcome problems encountered by clients, and provide an opportunity to improve the operation and delivery of our training programs.

Where a student has an academic complaint or concern, they should contact their teacher in the first instance, and then fill out a complaint form (available at reception), which is forwarded to the Head of School. A meeting will then be arranged.

Complaints about fellow students should be referred to the teacher or Class Captain in the same way, and a meeting with the Head of School and student will be arranged to address the problem through a mediation process.

In the event of a complaint against the organisation, staff or a student involving a breach of civil law, the complainant should contact the Head of School immediately. If it is not resolved, then it should be referred to the appropriate Government Agency.

An independent third party for handling student complaints will be made available to students if requested or if Massage Schools of Queensland (MSQ) deems it necessary to do so.

Students may nominate a person of their choosing to accompany or represent them in any complaint process.

Our complaint resolution process does not circumscribe the student’s right to pursue other legal remedies.

MSQ will act upon any complaints found to be substantiated.

Appeals Procedure

Students can appeal against a result for any subject or course within twenty-one (21) days of the issue of results.

Students should be aware that our registration as a training provider is dependent on providing quality training services, having appropriate resources and maintaining assessment procedures which meet the standards established by Australian Quality Training Framework.

We maintain the highest ethical standards in marketing, advertising, administration and delivery of courses. We take great pride in our reputation and assure our clients of our commitment to these standards. In the event of an appeal, the student should contact their teacher and request to fill out an appeal form which is then forwarded to the Head of School. If the appeal is not resolved, it will go before an independent panel so that the student can address his/her issue. A written response to the appeal will be given to the student within 14 days.

Early Exit Prior Completion

If the student exits the course at any time prior to the qualification completion, they will not receive a formal testamur. A statement will be created for partial completion.

Educational Standards

Massage Schools of Queensland (MSQ) provides the highest standards of services. This means that the trainers conducting our courses have appropriate qualifications, experience and ability to satisfy recognised professional industry performance standards. We provide a suitable learning environment, using modern facilities and equipment, and provide high quality courses using proven training methods and the most up-to-date information based on current research.

Feedback is obtained from students to ensure that we are meeting their needs. Training methods are reviewed continuously to maintain improvement. Support services are available in the form of tutorial assistance and telephone advice throughout any course to enable students to overcome any problems encountered.

Student Conduct and Discipline

Students are required to observe any lawful direction given by a staff member in order to ensure the safety of individuals and the orderly conduct of learning programs delivered by MSQ.

Students must maintain a high standard of behaviour within the premises of MSQ and must not indulge in any acts which may result in damage to property or unduly interfere with the comfort or convenience of any person lawfully entitled to be within the premises of MSQ. Appropriate action will be taken by the Head of School should this be deemed necessary, and a complaint process
will be available to students upon any decision taken by the Head of School.

For a full copy of the Code of Practice and Code of Conduct please see the Student Handbook.

Privacy and Access to Records

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Massage Schools of Queensland abides by the principles of the Privacy Act, however the organisation may be required to provide student contact details to State or Federal authorised personnel for the purpose of audit or upholding the law. Where a student confides in a staff member, the information should not be discussed with or revealed to others, except where this is necessary to take action or decisions concerning the student who has provided the information.

Student’s records are kept in a secure location access to files is restricted to Management and Administration. Students can request to view their files at any time in the company of one of the above members of staff.

Refund Policy

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Domestic Students

Applicants must advise Massage Schools of Queensland (MSQ) in writing of their intention to withdraw from a course.

For written cancellation received three (3) or more weeks prior to commencement of a full time course, a full refund of fees less $200 Application Fee will be made.
For written cancellation received three (3) or more weeks prior to commencement of a short course, deposit of $150 is not refundable.
For cancellation less than three (3) weeks prior to commencement of a course, fees paid are non- refundable.
For cancellation after commencement of a course, fees paid are non-refundable.
For cancellation due to medical/emergency reasons only, students must attend an interview with the Head of School. Any fees or unused portion thereof may be held in credit for students’ use within a 12 month period, and an administration fee will apply.
Where a course is cancelled for any reason by Massage Schools of Queensland, and alternative courses do not suit the applicant, a full refund of fees paid will be made.
All student fees will be processed through a separate banking account for auditing purposes.
Once MSQ receives the deposit, MSQ provides the access to LEARNERS GUIDES. The deposit cannot be refunded after that.

International Students

Fees Non Refundable at Any Case Unless Mentioned

Enrolment fee and Material fee of $400.00
Students can apply for the refund of OSHC to OSHC provider directly.
The deposit after issued CoE (Confirmation of Enrolment)

Full Tuition Fee Refund:

Massage Schools of Queensland agrees to refund all prepaid course fees including enrolment fee, material fee and the deposit within four weeks where Massage Schools of Queensland cancels the course or the commencement of the course is postponed, and alternative courses do not suit the applicant.
Massage Schools of Queensland agrees to refund all unused portion of prepaid course fees within four weeks where Massage Schools of Queensland terminates the course before it is complete for whatever reason. Alternatively a place on an alternative course with another provider may be offered at no extra cost to the student. The student has the right to choose a partial refund or a place at another institution
Massage Schools of Queensland agrees to a full refund including the deposit within four weeks where the student produces evidence where the application made by the student for a visa was rejected by the Australian Government, the Department of Home Affairs (DHA).
Massage Schools of Queensland agrees to a full refund including the deposit within four weeks where MSQ has withdrawn its offer to applicant where it was found that false or misleading or incorrect or incomplete information has been provided on application (this is prior to course commencement (*1))
Prior to course commencement (*1), Massage Schools of Queensland agrees to a full refund including the deposit where the student must not have commenced the course due to Compassionate or Compelling Circumstances (*3). This request for refund will be reviewed and considered by the head of school. It is the head of school’s discretion whether to be approved this request.

Part Tuition Fee Refund:

For written cancellation received 50 days prior to commencement of a course (*2), a refund will be provided of tuition fees paid less a 20% administrative fee will be made.
If the student provides written notice of intention to withdraw less than 50 days but more than 20 days prior to commencement of course date (*2), a refund will be provided of tuition fees paid less a 50% administrative fee
After course commencement (*2), where the Compassionate or Compelling Circumstances (*3) prevent the student continuing the enrolled course, the fee that has been paid for study periods not commenced will be refunded less a 20% administrative fee. Student must provide the evidence to MSQ. This request for refund will be reviewed and considered by the Head of Schools, it is the Head of School’s discretion whether to be approved this request.

No Refund:

For cancellation less than 20 days prior to commencement of a course (*2), fees paid are non-refundable.
For cancellation after commencement of a course (*2), fees paid are non-refundable.
Where the student’s enrolment is terminated due to non-attendance, non-progression, non-payment of fees and/or non-compliance with the school’s code of conduct, course fees paid are not refundable.
If a student applies for RPL and the application is unsuccessful, there will be no refund.

*1. Commencement of a course date in this case means the date of FIRST ORIGINAL COURSE START DATE, not after deferral and suspension.

*2. For packaged program such as, Double Diploma and Certificate IV & Diploma program, commencement of a course means THE COMMENCEMENT of THE FIRST COURSE.

*3. Compassionate or Compelling Circumstances mean, for example, the following situations;
• Serious illness or injury, where a medical certificate states that the overseas student was unable to start the course
• Bereavement of close family members such as parent, a sibling, a spouse or their child (where possible a death certificate should be provided)
• Major political upheaval or natural disaster in the home country requiring emergency travel and this has impacted on the overseas student’s study　(where possible an evidence should be provided); or
o A traumatic experience, which could include:
o Involvement in, or witnessing of a serious accident; or
o Witnessing or being the victim of a serious crime, and this has impacted on the overseas student (these cases should be supported by police or psychologists’ reports)

How to apply for refund

The ”Application for Refund” form and “Application for Withdrawal & Request for Release” form must be completed in full, signed and dated by student and returned to Head of School. Refunds are only paid in Australian dollars. Requests for refunds from OSHC must be made to OSHC provider. Refunds will be paid directly to the person who enters into the contract with MSQ about the student, unless the person gives a written direction to MSQ to pay the refund to someone else.

These forms are available from the Student Support Manager or may be downloaded from our student portal site or requested via email to Student Support Manager: enquiry@massageschools.com.au or pick up from reception.

The application for refund will be reviewed by the Head of School or as delegated and if warranted will be authorised for payment The completed form must be submitted to the Student Support Manager or via email (as above). This agreement and the availability of our complaints and appeals processes does not remove the students’ rights to take action under the Australian consumer protection laws.