University of Tasmania, Australia

If you have paid your tuition fees and are unable to commence study, you should request a refund of your program/ course* fees.

The University will refund all or part of your fee on the following basis:

1. If you do not meet the conditions of your Offer of Enrolment or are unsuccessful in obtaining a visa a full refund will be made.
   
2. If you cancel your place at least 28 days before your course starts, all tuition fees paid are refundable less an administrative fee:
   
   • of 20% for ELICOS Courses.
   • of 10% for all other Courses.
3. If you cancel your place less than 28 days before your course starts or withdraw before census date, 50% of tuition fees paid are refundable.

Any such refund will be paid within 4 weeks after receipt of your completed ELC Refund Form (PDF 133.0KB).

If you withdraw after the Official Course Start date no refund is payable.

The University can, in special or exceptional circumstances, remit an international student fee. Any such refund is at the discretion of the Director of Studies, English Language Centre.

Students may request for course money to be transferred if all of the following conditions are met:

1. Student has met entry conditions to commence another course early
2. And the next intake/ start date of the second course has resulted in the student having to cut short his/her current course in order to commence the second course on time
3. Student has been granted approval by the English Language centre to transfer course
4. Any such refund is at the discretion of the Director of Studies, English Language Centre.

Please note that this refund agreement does not remove the right for the student to take further action under Australia's consumer protection law. In the event a student wishes to dispute the decision on a refund of tuition fee, the student has the right to the University's dispute resolution processes, which do not circumscribe the student's right to pursue other legal remedies.

 Please note: Refunds in the event of the University's default are not covered by the University of Tasmania's refund policies. Such situations are covered by the provisions of the ESOS Act 2000 and the ESOS Regulations 2001.

* A Course for the English Language Centre means the total period of study as shown in the Offer of Enrolment and/or the Confirmation of Enrolment (CoE).

If you have a complaint about the English Language Centre on an attendance issue:

1. Talk to the Student Adviser who will assist you to make a complaint in writing to the Appropriate Person.
2. A complaint or an appeal must be made within 20 working days of the date a notice is issued. The Appropriate Person will review the complaint and the grounds for appeal. You will be notified in writing of the outcome within 10 working days. There may need to be a meeting with you to resolve the matter.
3. If the complaint or appeal is unsuccessful you can contact the TUU Student Advocate, to assist you in furthering your complaint or appeal to the Attendance Review Committee (ARC). Your Student Adviser can assist you to make an appointment with the TUU Student Advocate. The complaint or appeal must be lodged within 20 working days from the date an e-mail is sent from elc.compliance@utas.edu.au to notify you of your next step in the complaint or appeal procedure.
4. If the complaint or appeal is still unsuccessful, you can then write down the problem and tell the Complaints Appeals Committee (CAC) under limited grounds under part 4 of the UTAS Ordinance 8. The complaint or appeal must be lodged within 20 working days from the date an e-mail is sent from elc.compliance@utas.edu.au to notify you of your next step in the complaint or appeal procedure. The TUU Student Advocate can assist you with this process.
5. If the complaint or appeal is still unsuccessful you can access the external complaints and appeals process. You must contact the Tasmanian State Government Ombudsman within 10 working days to lodge a written complaint or appeal. You can make an appointment to see the Ombudsman, by emailing: ombudsman@ombudsman.tas.gov.au or by phoning 1800 001 170 (free call in Tasmania). The TUU Student Advocate can assist you with this process.

If you have a complaint about the English Language Centre on an administrative or academic issue:

1. Talk to the Student Adviser who will help you to make a formal complaint in writing.
2. Within 20 working days you can arrange a meeting with the Appropriate Person to attempt to resolve the complaint. You have the right to be represented and supported by a nominee e.g. Student Adviser or a friend, in any meeting. After the meeting you will be given a written statement about the decision and the reasons for that decision.
3. If the complaint is still not resolved, and you wish to seek a review of the decision from the Appropriate Person you can formally pursue a complaint under the provisions of Ordinance 8 - Student Complaints (see Part 2.2). For further information refer to the University of Tasmania's student complaints website.
4. If the complaint or appeal is still unsuccessful you can access the external complaints and appeals process. You must contact the Tasmanian State Government Ombudsman within 10 working days to lodge a written complaint or appeal. You can make an appointment to see the Ombudsman, by emailing: ombudsman@ombudsman.tas.gov.au or by phoning 1800 001 170 (free call in Tasmania). The TUU Student Advocate can assist you with this process.