Course Rules and Policies

First Aid Certification and Training (FACT Adelaide)
RTO 45473 | ABN 48 978 341 850
Effective date: 1 October 2026 | Version 2026.1

These terms explain your booking, payment, attendance and refund arrangements. Read them with the course information, Student Handbook and policies supplied before you book. Contact us if you need help understanding them.

1. Your agreement and consumer rights

These terms apply to training, assessment and related services booked with FACT Adelaide through its website, by phone or through an agreed company or group-booking process. “You” means the student or, for payment and booking obligations, the person or organisation making the booking.

FACT will make the relevant terms, course information and charges available before you commit. The version provided and accepted at booking applies to that booking. A payment receipt does not itself confirm that every entry requirement has been satisfied.

Nothing in these terms removes rights or remedies that cannot lawfully be excluded, including Australian Consumer Law rights. Change-of-mind restrictions do not remove remedies for a failure to provide the agreed service. These protections also apply to discounted bookings.

This edition applies from 1 October 2026 to new bookings made on these terms. It does not retrospectively change earlier bookings. If documents differ, ask FACT for a written explanation. FACT will not apply a later or less favourable term to remove an existing entitlement or introduce an unagreed fee. Any change affecting an existing booking must be lawfully agreed or required by law.

2. Course information and enrolment

Before enrolment, FACT explains the actual course or units, award and issuing RTO, delivery method, venue, duration, preparation, entry requirements, practical assessment, support, total price and relevant booking conditions. A course listing or payment does not guarantee a pass, licence or employment.

Complete your own Student Profile, enrolment information and any disclosed prerequisite or pre-course work. Supply accurate information and tell FACT promptly about errors or changes. Each student must meet the applicable requirements, including in company bookings.

Contact FACT early if you cannot access the pre-course work, provide required documents or complete a preparation task. FACT will explain support and available options. An unresolved essential requirement may prevent participation, assessment or certification. Any fee, refund or rebooking decision must follow the accepted terms and consider the circumstances; missing information does not automatically mean dishonesty or loss of the entire fee.

For students under 18, FACT explains course-specific age restrictions and appropriate parent or guardian arrangements before confirming enrolment.

3. Payment and additional charges

Individual course fees are normally payable before training unless FACT agrees to another arrangement in writing. Your booking confirmation identifies the payment or deposit required to secure your place. All amounts in these terms are Australian dollars and include any applicable tax.

FACT does not collect more than $1,500 in unearned prepaid fees from an individual student unless a compliant fee-protection arrangement has first been established and explained. Instalments may be used to remain within this limit.

All compulsory charges must be disclosed before booking. Optional services and any additional training or reassessment costs must be explained and agreed before you incur them, consistently with your accepted terms.

A $50 incomplete-enrolment administration charge can apply only where it was clearly disclosed and accepted, the additional service is actually required, and the amount is reasonable. It is not an automatic fee for ordinary help, a support need or a disability adjustment. Government USI creation is free.

There is no automatic disruption fee or hourly charge for a complaint, appeal, refund request, honest review or lawful payment dispute. No additional administration fee is created by a later invoice.

4. How to request a change and count notice

Email info@factadelaide.com or call (08) 7226 5936. Give your name, booking reference, original course date and requested change. Staff can help record a request and confirm it in writing. A particular form is not compulsory.

Notice counts when FACT’s email system receives your message, including after hours, or when staff receive and record your request. It does not wait for staff to approve or read an email. Keep delivery evidence; a bounced message has not been delivered. FACT considers evidence of system failures fairly.

Business days are Monday to Friday, excluding South Australian public holidays. All deadlines use Adelaide time. Office hours are normally 8:30 am to 4:00 pm on business days. FACT aims to acknowledge booking-change requests within two business days.

For three business days’ notice, count back three business dates from the original course date, keeping the same course start time. For example, a Tuesday 8:30 am course has a deadline of the preceding Thursday at 8:30 am if there are no public holidays. Notice received exactly at the deadline qualifies.

5. Moving your booking or sending a substitute

Standard-price transfer: with at least three business days’ notice, you may transfer once to an available session of the same course, normally within two calendar months of the original session. The transfer fee is $50, subject to the reasonable-cost limits in section 7. FACT confirms the new date and fee in writing.

If there is no suitable date, you may keep the original booking or request cancellation under the refund rules. Late requests and discounted bookings have no automatic change-of-mind transfer entitlement. FACT may agree an exception; illness arrangements and changes made by FACT still apply.

Substitution: one eligible replacement student may attend before the course starts. The fee is $10 with at least three business days’ notice or $50 with less notice, subject to section 7. There must be enough time to complete the replacement student’s own enrolment, identity, suitability and prerequisite checks.

A personal discount cannot automatically be passed to another person; any price difference is explained before agreement. Substitution is unavailable after the original student attends or uses personal assessment access. Assessment work and student records cannot be transferred.

Moving a booking does not restart its original cancellation deadline. FACT does not recover the same work or loss twice and credits relevant change fees already paid when calculating a further deduction.

6. Cancellations and refunds requested by you

Standard-price booking: cancellation received at least three business days before the original course start qualifies for a refund less any permitted deduction in section 7.

Discounted booking: there is no refund merely for changing your mind. This does not exclude consumer-law remedies, FACT-cancellation refunds or consideration of illness and exceptional circumstances.

Late cancellation, non-attendance, leaving early or missing a disclosed entry requirement: there is no automatic refund or free transfer. FACT considers the accepted terms, what was disclosed, support provided, the reason, reasonable unrecoverable loss, savings, replacement bookings and any legal entitlement. It does not automatically retain the full fee without that assessment.

The same ordinary cancellation, transfer and illness rules apply to weekday, weekend and public holiday courses. Private-group arrangements follow section 10.

To request a refund, provide the student’s name, booking details, amount paid, reason and contact details. A form is optional. An authorised payer or representative may apply. FACT seeks only the information reasonably necessary and explains its decision, calculation and review options in writing.

FACT acknowledges refund requests within two business days and aims to decide within five business days after receiving the necessary information. If more time is needed, FACT explains the delay and gives a revised date. Approved refunds are initiated within five business days of approval; bank processing may take longer.

Refunds normally return to the original payer and payment method unless another lawful arrangement is agreed. FACT will not force credit where a refund is due or refund the same amount twice. You may challenge a refund decision without providing new evidence first.

7. Maximum early-cancellation deductions

The table applies to eligible standard-price cancellations received at least three business days before the original course. These are maximum deductions, not automatic charges. A deduction must not exceed the amount disclosed before booking, the amount actually paid for the affected booking, or reasonable work and unrecoverable loss after savings and replacement bookings are allowed for.

The $100 Working at Heights cap relates to RIIWHS204E booking terms. A successor-unit deduction must be disclosed and agreed before booking. For an unlisted course without a disclosed specific deduction, no administration deduction applies to an otherwise eligible early-cancellation refund. This schedule is not a statement of FACT’s registered scope or course availability.

The reasonable-cost limits also apply to transfer and substitution fees and any amount retained for a late, no-show or discounted booking. FACT does not add duplicate form, materials-access or administration charges for the same work or loss.

No cancellation or change fee applies to a free illness rebooking, a FACT cancellation, an unaccepted material service change, or a refund or change required as a legal remedy.

8. Illness, injury and exceptional circumstances

Contact FACT before the course where possible, otherwise as soon as reasonably practicable. Management considers genuine illness and exceptional circumstances individually, including discounted bookings. A free rebooking may be available. If FACT sends you home because you are unwell, FACT will offer a free rebooking.

Send any requested evidence within two business days of your request where possible. Reasonable extensions are allowed for illness, an emergency or difficulty obtaining evidence. Verifiable telehealth certificates and reasonable alternatives are considered. Evidence should establish why you could not attend; a diagnosis or detailed medical history is not normally needed. There is no absolute same-day 4 pm deadline.

An approved free rebooking has no transfer fee and is normally within two calendar months of the original session. Longer may be agreed for recovery, support needs or FACT’s timetable. FACT confirms the arrangement and any valid completed work retained. Illness does not automatically create a cash-refund entitlement; section 6 and your legal rights apply.

Do not attend while illness makes participation unsafe. FACT will discuss a safe return and request medical advice about participation only where reasonably necessary.

9. If FACT cancels, changes or cannot provide the service

If FACT cancels before training starts, you may choose a full refund for that course or a free transfer. No cancellation or administration deduction applies, regardless of how much notice FACT gives.

If FACT proposes a material change to the date, venue or delivery and you do not accept it, FACT offers an appropriate agreed alternative or a refund for the undelivered service without a change fee. If training is partly delivered, FACT assesses a fair refund and any greater legal entitlement.

FACT will explain any training-product transition and its effect on your enrolment. A move to another issuing RTO requires an explanation and any necessary agreement; it is not imposed merely by changing this webpage.

If the service fails to meet its obligations, FACT will correct a minor problem that can be fixed without charge within a reasonable time. A major or unresolved failure may give you cancellation, refund, compensation or other remedies under Australian Consumer Law. Booking deadlines, access to materials and discounted prices do not remove those rights.

10. Workplace, company and private-group bookings

The written quote must explain the course, issuing RTO, venue, group size or minimum charge, total price, deposits, travel or accommodation charges, cancellation notice and calculation of any retained amount before acceptance. Deposits are credited against the final price.

Each student must complete their own enrolment, preparation, identity and assessment requirements. The client must provide the agreed suitable venue, trainer access and onsite contact. Changes in numbers are charged only under the agreed pricing basis. Absent participants may remain included where the accepted price was based on a reserved group or confirmed numbers.

A group cancellation deduction must be disclosed, lawful and reasonable after savings and replacement bookings are considered. FACT does not combine group and individual charges for the same loss. If no separate group cancellation arrangement was disclosed and agreed, the ordinary disclosed booking terms apply.

The normal company credit term is 14 calendar days from the invoice date unless another term was agreed in writing beforehand. Final invoices are normally issued within seven calendar days of delivery unless another schedule was agreed.

Tell FACT promptly about an incorrect invoice. FACT aims to respond within five business days after receiving the information needed. Active collection of a genuinely disputed portion is paused during review; the undisputed amount remains payable by its agreed due date. FACT does not impose an automatic 10% late penalty or automatically remove a discount. Any recovery cost needs a lawful basis and proper justification.

11. Arrival, identification and USI

Follow the check-in time in your booking and be ready before training starts. Classroom entry closes at the scheduled start; there is no 15-minute grace period. Late entry is not normally permitted. Any exception or reasonable adjustment must preserve required learning, assessment and safety.

Bring the original, current identity evidence specified for your course. An official live digital document is acceptable only where the relevant course rules and approved checking process permit it. Photographs, scans and screenshots are not live digital credentials. White Card and high risk work courses may have additional requirements.

If identity information is incomplete or inconsistent, FACT will explain the issue privately and consider permitted alternatives. Assessment or certification may be paused until it is resolved. An employer’s list or a USI does not replace identity checks.

Supply your own correct USI for verification unless a valid exemption applies. Contact FACT if you need assistance. Permission is required for actions such as creating or finding a USI on your behalf or accessing your transcript. Do not share your USI password. Your USI is not printed on your award.

12. Learning support and interpreters

Tell FACT about language, literacy, numeracy, digital, disability or other access needs as early as possible. FACT discusses suitability, available support and reasonable adjustments individually. Support needs alone are not grounds for automatic exclusion. Required skills, practical tasks and licensing conditions must still be met.

Formal course interpreting requires FACT approval and an appropriate current NAATI credential. FACT checks suitability and confidentiality. Friends, relatives, employers and classmates cannot act as your assessment interpreter or answer for you. Approved interpreting must not coach or replace skills you personally need to demonstrate.

Any external interpreter fee and who pays must be explained before agreement. Disability-related adjustments are assessed individually; their cost is not automatically passed to you. An approved interpreter attending solely to interpret is not charged an extra student seat fee. Existing agreed no-charge support arrangements are honoured.

13. Safety, behaviour and assessment

Follow reasonable trainer directions and venue safety rules. For practical training, wear flat, fully enclosed shoes and clothing suitable for safe movement. Thongs, sandals, slides and Crocs are unsuitable. Use the PPE specified for your course. Long sleeves and trousers are compulsory where course instructions require them.

Threats, violence, harassment, deliberate damage and serious disruption are unacceptable. Do not participate while affected by alcohol, drugs, illness or medication in a way that makes training unsafe. A medical condition or prescribed medicine alone does not establish impairment.

FACT may stop an unsafe activity, end an abusive call, require an appropriate communication channel or remove someone from a session where reasonably necessary. FACT will explain the concern, consider the person’s response and support options, and make a proportionate decision. A reasonable complaint or appeal channel remains available. Removal does not automatically determine a refund or cancel valid achievements.

Your assessment work must be your own. Use AI, translation tools or other aids only as expressly permitted by the assessor. Do not record people, share private information or copy assessment materials without permission. FACT will explain any integrity concern and allow a fair response; an automated detector result alone does not establish misconduct.

Attendance and payment do not establish competence. If you are not yet competent, FACT explains the gaps, support and reassessment options and preserves valid completed work. A failed task does not automatically require payment for the whole course again. Additional costs must be explained and agreed consistently with your original terms; existing no-reassessment-fee commitments are honoured. RPL and credit-transfer options are explained before agreement.

14. Certification and replacement documents

Certification requires successful assessment, completion of the relevant requirements, payment of the relevant agreed fees and a verified USI or valid exemption. FACT aims to issue electronically within two business days after all issue conditions are met, and within the applicable 30-calendar-day period after assessment completion where the required conditions are satisfied. Same-day issue is not guaranteed.

A qualification is issued only when its requirements are complete. An SOA records achieved units, including eligible units completed before withdrawal. Where another RTO is the issuer, that RTO manages its certification; FACT will help direct your request.

FACT will not hold unrelated certification as pressure for another invoice or treat ordinary debt recovery as a reason to invalidate a properly issued achievement. Historical SOAs do not automatically expire; separate refresher, licensing or workplace requirements may apply.

For a replacement White Card, FACT checks identity, its original training record and current SafeWork SA and FACT replacement requirements before confirming eligibility and the fee. Optional postage is an additional $9.95. Complete, verified and paid requests ready for the Friday processing run are processed on Friday; later requests move to the following Friday. Physical replacements are posted that weekend where requested, with postal transit time additional. FACT advises holiday or closure changes.

FACT corrects its own errors free of charge, including necessary postage. Ordinary records access and correction requests are not delayed by the Friday schedule. Historical SOA access is considered separately from White Card replacement.

15. Privacy, employer copies and communication

FACT collects and uses information needed for enrolment, support, assessment, certification, payment and required reporting. The enrolment privacy notice explains relevant disclosures, including authorised VET reporting. Sensitive information needs the required consent or other lawful basis.

Paying for a course does not automatically give an employer access to the student’s records. For company-paid training, an SOA copy may go to the named company contact only with the student’s prior written consent, which may be recorded at enrolment. The student receives their own certification.

This permission does not include assessment answers, ID, medical or support information, contact details or the complete student file. For student-paid training, specific student authority or another lawful basis is required before release to an employer or other person. Students may limit or withdraw authority for future disclosures.

FACT may contact you by phone, email or SMS about your booking, preparation, support, attendance, assessment, payment or certification. Marketing requires valid consent and an effective unsubscribe option. Refusing marketing does not affect your training. Promotional use of your image or testimonial requires separate permission.

Any assessment, safety or security recording is explained separately and requires any necessary consent or other lawful authority. General acceptance of these terms does not itself authorise every recording or advertising use.

You may request access to or correction of your information. FACT checks identity, aims to acknowledge within two business days and respond within 30 calendar days. Requests, corrections and ordinary electronic access are free; any other lawful, reasonable access charge is explained beforehand. Different records have different retention periods under the Student Records Policy.

16. Card disputes and chargebacks

Contact FACT about an incorrect payment. You may also use your bank or payment provider’s dispute process and should observe its deadlines. Completing FACT’s complaints process first is not compulsory.

A lawful chargeback request is not automatically a breach, proof of dishonesty, a penalty fee or a reason to cancel an enrolment or earned certification. FACT may contest a disputed payment with accurate, relevant evidence and the terms actually accepted at booking.

Refunds, bank reversals and invoices are reconciled to prevent duplicate refund or recovery. Any amount claimed as still owing is assessed separately on its lawful basis, with an explanation and an opportunity to dispute it. Genuine safety concerns are handled separately.

17. Complaints, appeals and honest feedback

You may complain or appeal by phone, email or through a staff member. A form, informal discussion first or new evidence is not compulsory. Assistance and a support person are available. There is no complaint or appeal application fee and no penalty for honest feedback or exercising a lawful right.

FACT acknowledges complaints within two business days and aims to decide within five business days after receiving the information reasonably needed. If delayed, FACT explains why, gives a revised date and provides updates at least every five business days unless otherwise agreed. Management reviews delays exceeding 20 business days.

Appeals should normally be requested within 20 business days of the decision; reasonable late requests are considered. FACT acknowledges within two business days, normally confirms the reviewer within five business days and aims to provide an internal outcome within ten business days of receipt. Reviewers must be suitably qualified and impartial, with conflicts managed and separation from the original decision wherever practicable. Decisions and reasons are given in writing.

If unresolved, you may request an independent review. FACT arranges a suitable independent reviewer for the case, explains the process and timing, and pays the review cost. There is no charge to the student. FACT does not maintain a standing external complaints reviewer.

You may seek advice or use an available external avenue, including Consumer and Business Services SA, ASQA for regulatory concerns, the OAIC for privacy matters, a bank, court or tribunal. Their roles and deadlines differ. ASQA does not decide individual refund disputes. FACT’s process does not remove other available rights or extend external deadlines.

18. Genuine free promotional offers

Unless a different period was stated when offered, a genuinely free bonus or promotional course included with a booking is to be used within six months of the original booking date. Any expiry must have been disclosed before acceptance. It does not remove consumer-law remedies or an existing agreed benefit. A purchased voucher or credit is not treated as a free promotional entitlement merely by its label.

19. Duplicate invoice and receipt requests

Receipts and tax invoices issued for student bookings remain available through the student’s eSkilled Student Portal and may be viewed, downloaded or printed at no charge. FACT Adelaide provides step-by-step instructions for accessing these documents.

Where FACT Adelaide is asked to manually locate, verify, download, securely handle and reissue a duplicate invoice or receipt that has already been issued or remains available through the Student Portal, a $50 administration fee may apply. This fee reflects the staff time required to review the request, confirm the authorised recipient, retrieve the record, prepare the correspondence and reissue the document. FACT will advise the requester of the fee before carrying out the manual reissue.

The fee does not apply where FACT Adelaide failed to issue the original document, where FACT must correct its own error, or where applicable law requires the document to be supplied without that fee. Invoices containing student information will only be supplied to the student, an authorised billing contact recorded during the booking process, or another recipient where the student has authorised disclosure or another lawful basis applies.

20. Contact and related documents

FACT Adelaide — First Aid Certification and Training
RTO 45473 | ABN 48 978 341 850
34 South Terrace, Adelaide SA 5000
Phone: (08) 7226 5936
Email: info@factadelaide.com

The Policies and Procedures page contains the detailed refund, cancellation, sickness, privacy, complaints and other policies. The Forms page provides the Student Handbook and request forms. Ask FACT for the version that applied to your booking.

These terms are governed by the laws applicable in South Australia, subject to any mandatory law applying to the booking. An invalid provision does not remove the remaining lawful terms or any non-excludable right.

Version 2026.1 | Effective 1 October 2026 | Next scheduled review: 1 October 2027.