Policies & Procedures

Compliance & Transparency

Policies & Procedures

Transparent documentation of our learner rights, fees, complaints process, and operating standards, compliant with the Standards for RTOs 2025.

Student Handbook

Your full guide to studying with Apex: enrolment, RPL, support services, conduct, safety, and your rights. The key policies are also published as plain text in the other tabs on this page.

Embed not loading? Open the handbook in a new tab, or contact us for a copy.

Learner Code of Conduct

Behavioural standards for all Apex learners. By enrolling in our programs, you agree to abide by these guidelines.

Expected behaviour

Respect: treat everyone in the learning community with dignity and respect, regardless of differences in background, culture, beliefs, or opinions.
Professionalism: demonstrate professionalism in all interactions, including communication with staff, peers, and external partners, punctuality, and any dress requirements.
Safety: prioritise the safety and wellbeing of yourself and others. Report any unsafe conditions or incidents promptly.
Equity: embrace diversity and inclusivity. Do not engage in any form of discrimination, harassment, or bullying.

Academic integrity

Original work: do not engage in plagiarism, collusion, or cheating. Always submit your own work.
AI and technology: use AI and other technology ethically and within the bounds of academic integrity. Do not use it to gain an unfair advantage or undermine assessments; your knowledge will generally also be tested in practical sessions.
Copyright: adhere to copyright laws when using library and online resources.

Attendance, communication, and confidentiality

Attendance: attend all classes, workshops, and assessments as scheduled, and notify staff if you're absent through illness or emergency.
Official channels: use the official communication channels and check your email and online platforms regularly.
Social media: exercise caution and professionalism online; no cyberbullying, harassment, or behaviour that reflects negatively on the RTO.
Confidentiality: respect the personal and sensitive information of fellow learners, staff, and the RTO.

Misconduct and consequences

Misconduct is any action that interferes with the learning of others, the provision of education, or the wellbeing of the RTO community, including harassment, discrimination, academic dishonesty, non-compliance with RTO rules, and damage to RTO property.

If you witness or experience a violation of this code, report it to your trainer or the Learner Support Team. Violations may result in disciplinary action: warnings, probation, suspension, or expulsion, depending on severity.

Sourced from the Apex Learner Handbook. The handbook is the complete reference.

Privacy Notice

How we collect, use, and disclose your personal and training information.

Why we collect your personal information

As a registered training organisation (RTO), we collect your personal information so we can process and manage your enrolment in a vocational education and training (VET) course with us. Without your information, your enrolment cannot proceed. We use your personal information to enable us to deliver VET courses to you, and otherwise, as needed, to comply with our obligations as an RTO.

How NCVER and other bodies handle your personal information

NCVER will collect, hold, use and disclose your personal information in accordance with the law, including the Privacy Act 1988 (Cth) and the NVETR Act. Your personal information may be used and disclosed by NCVER for purposes that include populating authenticated VET transcripts; administration of VET; facilitation of statistics and research relating to education, including surveys and data linkage; and understanding the VET market.

NCVER is authorised to disclose information to the Australian Government Department of Employment and Workplace Relations (DEWR), Commonwealth authorities, and state and territory authorities that deal with matters relating to VET, including for program administration, regulation, monitoring, evaluation, and research. NCVER may also disclose personal information to persons engaged by NCVER to conduct research on NCVER's behalf. NCVER does not intend to disclose your personal information to any overseas recipients.

For more information see the NCVER Privacy Policy and the DEWR VET Privacy Notice.

Surveys

You may receive a survey run by a government department or an NCVER employee, agent, third-party contractor, or another authorised agency. You may opt out of the survey at the time of being contacted.

Your rights

At any time, you may contact Apex Learning and Development to request access to your personal information, correct your personal information, make a complaint about how your personal information has been handled, or ask a question about this Privacy Notice. Email info@apexld.edu.au or speak with the learner administration team.

Sourced from the Apex Learner Handbook.

Fees & Charges

How fees and charges work at Apex. The current fee for each course is published on that course's page (linked below) and confirmed in writing in your letter of offer before you commit to anything.

Where to find current fees

First Aid & CPR Sport Coaching Health, Safety & Wellbeing Business AI & Future Skills

Non-accredited professional development (Business, AI) is quoted per engagement. No fees are payable through this website; payment details and timing are set out in your letter of offer before enrolment is confirmed.

How fees work (POL03 Fees and Charges Policy)

Disclosed before you enrol: all fees and charges, including tuition, materials, and any administration charges, are clearly stated prior to enrolment and included in your letter of offer.
Fixed once you're enrolled: published fees are subject to change, but never for learners already enrolled. Your fee schedule is fixed for your period of study.
Prepaid fee protection: we never hold more than $1,500 in prepaid fees for any individual learner. Employers and businesses may pre-pay for their learners in full.
Receipts: a receipt is issued for every payment. Keep them as proof of payment.
Outstanding fees: enrolment may be suspended until outstanding fees are paid; serious or repeated non-payment may result in cancellation of enrolment.
Refunds: see the Refunds tab for the full policy and request form.

Refunds Policy

When refunds are granted and how requests are processed (POL04). Fair, transparent, and timely, with your financial rights respected.

You are eligible for a full refund if

We cancel the course before it commences (all tuition fees paid are refunded in full).
You withdraw before the course commences, with at least five business days' written notice.
You withdraw after commencement due to exceptional circumstances such as severe illness or hardship, assessed case by case.
Course materials haven't been dispatched.

You may be eligible for a partial refund if

We discontinue the course after it has commenced.
You withdraw after commencement. Partial refunds are calculated on the unutilised portion of the course.
Course materials have been dispatched.

You are not eligible for a refund if

Your enrolment was terminated for a breach of our Code of Conduct or policies.

How requests are processed

Submit the refund request form below (or get it from our Learner Support team), with supporting documents where applicable, such as a medical certificate or evidence of exceptional circumstances.
We review your request and documentation within ten business days, and you'll be notified of the outcome in writing, with reasons.
Approved refunds are processed within 20 business days of approval, to the same payment method used at enrolment unless otherwise agreed.
If your request is unsuccessful, you'll be told why and how to appeal. Appeals go in writing to our Learner Support team within ten business days of the decision, and we respond within ten business days. See the Complaints & Appeals tab.

Refund request form

Please read the policy above before submitting. Supporting documents (medical certificate, letter of support) can be emailed to info@apexld.edu.au with your name in the subject line.

Learner name *

Learner number (if known)

Email *

Contact phone

Course name *

Course start date

Reason for refund request *

Brief explanation *

I declare that the information provided in this refund request is true, accurate, and complete to the best of my knowledge. I understand that providing false or misleading information may result in the denial of my request, and I agree to comply with Apex Learning and Development's Refund Policy and Procedure. *

We aim to process refund requests within ten business days of receipt. Exceptional circumstances may need additional time.

Complaints & Appeals

How to raise a concern, lodge a formal complaint, or appeal a decision, including anonymously.

A complaint is an expression of dissatisfaction about any aspect of our services or activities. An appeal is a request to review a decision made by our RTO, including assessment decisions, complaint resolution outcomes, or any sanctions for conduct.

A complaint can be about the RTO, its trainers, assessors or other staff; a third party providing services on the RTO's behalf; or another learner.

Start with a conversation

If you have a complaint, raise it first with your trainer so they can discuss a resolution with you. If your complaint is about your trainer, contact the learner administration team. If you want to question an assessment decision, speak with your assessor first to understand the decision; they may be able to accept additional evidence or review what you have already provided.

Lodge a formal complaint or appeal

Formal complaints and appeals are lodged through our Student Management System. It records your submission, tracks it through to resolution, and keeps you updated on the outcome.

If you'd rather stay anonymous

Anonymous complaints are accepted. Email the details to info@apexld.edu.au. We can act on what you tell us, though if you stay anonymous we won't be able to update you on the outcome.

If we can't resolve it

Unresolved complaints can be escalated to ASQA, the national VET regulator.

Lodge a complaint or appeal

Opens our Student Management System at apex.rto.net.au.

All policies are reviewed annually and updated in response to legislative or regulatory change. To request a printed copy or escalate a concern, please contact us. Unresolved complaints may be escalated to ASQA or the relevant external authority listed below.

External Regulatory Resources

As an RTO operating under the National VET Regulator, Apex is bound by, and our learners are protected by, the following authorities and resources.

ASQA

Australian Skills Quality Authority, national VET regulator. Lodge complaints if internal processes fail.

training.gov.au

Apex's scope of registration. Verify which qualifications and units we're approved to deliver.

NCVER Privacy Policy

How the National Centre for Vocational Education Research handles your student data.

DEWR VET Privacy Notice

Department of Employment and Workplace Relations VET data privacy notice.

Dispute Settlement Centre Victoria

Free, impartial dispute resolution service for Victorian residents. Available for unresolved complaints involving Apex as a Victorian-based RTO.

Forms & Documents

These forms support our policies and procedures. Contact us to request a specific form, lodge an appeal, or access supporting documentation.

REFUND FORM

Refund Request

Submit a formal refund request

APPEAL FORM

Academic Appeal

Appeal an assessment decision

APPEAL FORM

Complaints / Non-Academic Appeal

Lodge a formal complaint or non-academic appeal

POL04.T1

Fee Schedule

Current fee schedule for our courses

Request a form