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Student Guide

(including Terms & Conditions)

Action Training Academy (ATA) is a Registered Training Organisation (RTO No. TBA) recognised by the Australian Skills Quality Authority for the delivery of nationally recognised training.  This page sets out the policies and procedures relating to ATA’s training and assessment services, and constitutes the terms and conditions of the contract between you (our student or client) and ATA (as your training provider). Please read this page prior to enrolling in any course.  Also be sure to read the course brochure / student enrolment guide for each course in which you are interested, which contain specific information relevant to each course beyond the general guidance provided on this page.

1. Class suitability: Our class format delivers accelerated training which is specifically targeted at busy professionals.  This learning delivery model is not for everyone and to attend our classes you must attest that :

  • You are comfortable with an accelerated training delivery model and don’t require a slower, individualised level of facilitation during the class.
  • You have a good level of language, literacy and numeracy skills.
  • You have good reading skills and can interpret and analyse complex text such as legislation.
  • You can effectively manage your own time.
  • You can plan, sequence and prioritise tasks and your own workload.
  • You  can use problem solving skills to evaluate options and revise decisions.
  • You  have basic IT skills and can navigate the internet to locate data.
  • You  can select and apply a range of problem solving strategies.
  • You  can participate in discussions using clear language and appropriate non-verbal features.
  • You  can use active listening and questioning to elicit the views of others.

If you think that you might need more personalised support or a slower pace of facilitation over a longer period of time, then our classes may not be your best choice and you must first speak with one of our office staff before enrolling.

2. Your personal details:  You can check all of your account details by logging into our student administration system using the login details sent to you upon enrolment.  All students are requested to provide additional demographic information via the profile section of the student administration portal after enrolling.

Although you are certainly not obliged to answer these questions, the information is also requested by the Department of Education and Training (DET) to assist the federal and state governments in Vocational Education and Training (VET) research.

2. Your course details:  To view the courses in which you are currently enrolled simply view your profile. On your profile page you will be able to see all your course information, including the units, assessments and schedule for your course.

3. Pre-class instructions:  Students attending a class must complete and return the pre-class paperwork which is included in the ‘welcome to class’ email sent immediately upon enrolment.

4. Confidentiality:  We are obliged under the National Vocational Education and Training Regulator Act 2011 to disclose to the Australian Skills Quality Authority (ASQA), the Department of Education and Training (DET) and other related government entities, certain information relating to your studies with us including student identities and details of issued qualifications and statements of attainment.  Also, if your employer or another party has paid for your course then, upon their request, we will provide them with information relating to your studies.  Other than this, student and client personal details remain confidential at all times and are not disclosed to any other third party without your written consent.

5. Privacy policy:  Your privacy is respected, and your personal information collected by us is protected by the Commonwealth Privacy Act 1988. Your data will be used to enable us to provide you with the products you have requested, to inform you of other products you may be interested in, to assist with research and development of our product lines, and to maintain and develop our business systems and infrastructure.  You may review and modify your contact information at any time, including your correspondence preferences, by accessing your details from our website. For general enquiries about our privacy policy, to be removed, or for any other website-related information, please contact us via

ATA may use third party advertising tools (including Google marketing and similar advertising).  This means that information related to your web browsing behaviour may be collected while visiting our site, which later can be used by third-party vendors, including Google, for the purpose of showing ATA advertising on sites across the Internet which have been approved in the display network.  You have the option to opt out of Google’s use of cookies by visiting the Google advertising opt-out page.  Alternatively you can opt out of cookies by visiting the Network Advertising Initiative opt out page.

Google Adwords Conversion Tracking: ATA may utilise Google Adwords Conversion tracking to help us collect general usage statistics on how many site visitors have clicked on our Google ads and made an enquiry or purchase with us.  This may be tracked using cookies which do not contain any personal identifiable information and expire within 30 days.  For more information or to opt out of this service, please refer to Google Advertising Policies and Principles.

6. Fees and charges:  Payments may be made by cheque or credit card (MasterCard or Visa) via Stripe payment gateway.  A student is not considered enrolled in a course and therefore not eligible for the issue of an award, until the required fee is paid. Replacement paper copies for lost certificates or statements of attainment are also available for a small administrative fee.  All fees and charges are in Australian dollars. Available payment methods are outlined below:

A. Cheque: Payment can made by cheque, however a student’s place will not be confirmed until funds have cleared and are available in ATA’s bank account.

B. Credit card (Mastercard or Visa): Credit card payments are available by phone or via our online enrolment process.

D. Direct deposit: Payments can be made by depositing funds into ATA’s nominated bank account. The students surname should be used as the payment reference. A student’s place in the course will not be confirmed until funds are available in ATA’s bank account

7. Refunds:  A student or client requesting a refund must download, complete and submit our enrolment cancellation and refund request form.  The following refund policy applies to all courses but is subject to any changes documented in the individual course brochure or enrolment guide (available from each course page) in which case the policy detailed in the course brochure or enrolment guide takes precedence:

A. Refund policy – online learning courses:  You must read the course brochures and/or student enrolment guides to ensure that you purchase the correct online course suitable to your situation. No refund is available to students and clients who have paid for online training once the course has been made available.

B. Refund policy   Refunds are not available because you change your mind about completing the course or no longer desire the qualification.

C. Refund policy  Payment in full is payable before course commencement.  A refund of  75% of the total fee paid will be given if we receive the refund request before the start of the course.  No refund will be granted after a course has started, unless the course is cancelled by us. However, if we cancel a course in which you have enrolled, a full refund of all fees paid (including the administrative fee) will be approved.  Once training has commenced in the course, no refund is available to participants who leave before finalising the course. Please allow up to three weeks for all refund requests to be processed.

8. Class transfers:  If you are booked into a class and wish to change to another scheduled class the following transfer fees are applicable:

A. Transfers requested more than one week ahead of course commencement incur a transfer fee of $100.

B. Transfers requested within one week before course commencement incur a transfer fee of $250.

C. Transfers requested after a class has commenced incur a transfer fee of 50% of the full course fee.

9. Assessments:  ‘Assessment’ is the process of collecting evidence and making judgements on whether a competency has been achieved.  To be assessed as competent, you will need to provide sufficient evidence which demonstrates that you have the essential knowledge and skills to successfully complete the relevant unit to the required standard.

A. Assessment attempts:  Unless otherwise specified in the course brochure, two assessment attempts are included in the course fee, after which an additional assessment fee will apply as detailed on our website.

B. Assessment returns and extensions:  Unless otherwise specified in the course brochure, assessment workbooks must be returned within 12 months of having enrolled in the course, after which a small extension fee is payable for a six month extension.  Only one six month extension is permitted.  ‘Second attempt’ assessment submissions must also occur during  the 12 month period following enrollment in the course.

C. Assessment ownership:  Because we are obligated under legislation to retain the evidence used as the basis of our assessment decisions, ownership of all assessment material submitted to us (including assessment workbooks and associated supporting evidence) transfers to us upon receipt of the material.

10. Access and equity:  ATA is committed to providing opportunities to all people regardless of their background. To assist in identifying any special learning needs, we ask that all students provide us with information regarding any Language, Literacy and Numeracy (LL&N) challenges in your enrolment form, prior to the start of your training.  If you do have any learning difficulties you are encouraged to discuss these with your trainer prior to course commencement or during the course induction.  Students requiring special assistance are welcome in our classes but should note that they are responsible for providing any unique specialist support such as the provision of interpreters or additional equipment.

11. Cheating:  Cheating means to dishonestly present an assessment task or assessment activity as genuinely representing your own understanding of and/or ability in the subject concerned.  Some examples of cheating are submitting someone else’s work as your own; submitting another author’s work without proper acknowledgement of the author; or allowing someone else to submit your work as theirs.  If evidence of cheating is established, you will be contacted to outline the concerns with your submitted work and you will have an opportunity to respond to any allegations of cheating or plagiarism.  If it is established that you have engaged in cheating or plagiarism you will either be given a formal warning and asked to attend a re-assessment session (for which an additional assessment fee applies) or, if deemed a sufficiently serious breech, your enrolment will be terminated, for which all fees paid are forfeit and non-refundable.

12. Student conduct: Students must act appropriately and may not engage in harassment or discriminatory conduct during class.  Inappropriate behaviour generally means any activity that disrupts the trainer’s management of the class or disrupts other students’ learning.  Discrimination is when a student treats another person less favourably than another because of gender, age, race, religion, marital status, disability, nationality, ethnicity, or national origin.  Harassment is when a student engages in behaviour that is unwelcome or which offends, humiliates or intimidates.  Examples of harassment include continued interruptions of a trainer; racist comments or jokes; spreading rumours; comments or jokes about a person’s disability, pregnancy, sexuality, age religion; threats, insults or abuse; or offensive or obscene language.  Trainers may give a student a warning for any breach of these standards and any repeat of the breach constitutes grounds for terminating the student’s enrolment, for which all fees paid are forfeited and non-refundable.

13. Certificates:  Our assessment turnaround time is 10 days!  This means that we will make an assessment decision within 10 working days from receipt at our office of your assessment work and, if your assessment result is ‘Competent’, we will e-mail you a PDF copy of your qualification or statement of attainment.  A paper copy of the original will then be posted to you.  Qualifications and Statements of Attainment are issued in accordance with the requirements of the Australian Qualifications Framework and all records of results are retained for a period of 30 years.  Requests for replacement qualifications or statements of attainment incur an additional small administrative fee as detailed on the website.

14. Complaints and appeals procedures:  We have a fair and transparent process in place for handling complaints and appeals, and you are welcome to raise concerns with us about our programs.  Our online training system provides the facility for students and clients to provide feedback, complaints and appeals. Our Operations Manager is responsible for investigating the complaints or appeal; making the decision; recording the outcome of his decision; and notifying the student of his decision.

A. Informal complaint:  The steps for an informal complaint are:

(1) The student shall communicate directly with our operational representative, i.e. the trainer or assessor who will make a decision and record the outcome of the complaint.

(2) The trainer shall ensure that the student is informed of his/her decision.

(3) Students who are dissatisfied with the outcome of the complaint to the instructor may then make a formal complaint.

B. Formal complaint:  A formal complaint can only be made after having first submitted an informal complaint.  The steps for a formal complaint are:

(1) The student shall email the details of the complaint using our online contact form or by email to This provides an opportunity for the student to present his/her case to the Operations Manager.

(2) The relevant staff member shall be given an opportunity to present his/her case to the Operations Manager.

(3)  The Operations Manager will make a decision and record the outcome of the complaint.

(4) The Operations Manager will communicate his decision on the complaint to all parties in writing within five working days of making his decision.

(5) Should the student have continued concerns regarding the complaint, the student may then refer to the National Training Hotline by telephone on 13 38 73.

15. Student records:  All students are issued a user name and password upon enrolment. This provides access to our online administrative tools at  and a means of updating personal records such as address and telephone number.

16. Credit card payments:  Our website uses the ANZ Bank and/or Stripe Payment (“third parties”) gateways for the processing of all credit card transactions. When making payments via these facilities your credit card details are directly transacted with these third parties and ATA does not, at any stage, have access to your credit card details.  In your dealings with the third parties, the session or data transfer, is conducted using industry standard Secure Socket Layer (SSL) technology.

17. Liability:  Every effort has been made to ensure the accuracy of the information contained in our website and in any proposal or marketing material provided by us to you, however we accept no liability to any person or entity with respect to any inaccuracy, misleading information, loss or damage caused directly or indirectly by the information contained in the aforesaid material. Changes and additions to the information contained on the ATA site are made frequently.

18. Product liability:  No warranties except those implied by law and which cannot be excluded are given by ATA in respect of the materials and products supplied. Where it is lawful to do so, the liability of ATA for a breach of a condition or warranty is limited to either the rectification or replacement of the materials or products or a refund of the purchase price paid for the materials or products (excluding any delivery charges), as determined by ATA in its sole discretion. To the extent permitted by law, ATA will not be liable for any consequential loss or damage suffered as a result of the use of materials or products supplied by ATA.  It is a condition of sale of all products that the customer acknowledges and warrants that it has relied on its own skill and judgment or that of its professional advisers on the suitability of the materials or products for specific purposes and indemnifies ATA from and against any suit, claim, demand or compensation which the customer or others may have against ATA in relation to the materials or products provided to the customer and the customer’s use of the products or materials.

19. Product prices and availability:  All prices are in Australian dollars, and all items should be currently available; however as the database is updated frequently, slight discrepancies may occasionally arise between product flyers and website data. ‘Available’ material is defined as items that can be generally supplied within 10 working days.

20. Merchant refunds:  Credit card customers please note: while the cost of merchant fees are covered by ATA, where a customer seeks a refund for an item for any reason, ATA will deduct 3% of the credit card transaction amount to cover the merchant fee before refunding the subsequent portion of funds to the customer.

21. Collection of overdue invoices:  ATA reserves the right to pass on the debt collection commission fee to its customers that have an overdue amount owed due to the purchase of materials. ATA will also report the name of a customer with monies that are outstanding to relevant credit management authorities and associated parties.

22. Intellectual property, plagiarism and copyright infringement:  ATA has made a considerable investment in its intellectual property (IP) which includes its learner guides, assessment workbooks, overhead slides, website content, course guides and other material.  As a student or client of ATA you are only authorised to use our IP for your personal reference and you are expressly prohibited from using our IP for any other activity including any commercial use (unless specifically authorised by us in writing).  You agree that your use of our IP without our permission constitutes a breach of contract and plagiarism and/or copyright infringement for which unliquidated damages shall be paid to ATA being an amount equal to the enrolment fee of 50 students into the same course of study as you have entered or purchased (‘copyright infringement fee’).  ATA agrees to provide a reward of one third of the received copyright infringement fee to the first person providing proof of such plagiarism and/or copyright infringement to ATA.

23. Unique Student Identifier:  The new Unique Student Identifier (USI) program was implemented by the Commonwealth in 2015.  As a nationally-recognised training provider we may now issue qualifications and statements of attainment only to students who provide us with a valid USI.  Students must obtain their own USI from the government website at and provide it to us.  The sole exception is an overseas student studying offshore and not having an Australian passport or visa.  (However, foreign students in Australia will need a USI, since all foreign students in Australia will have been issued with an Australian visa, which allows them to use their passport as proof of ID when creating their USI.)