Customer Terms & Conditions
This policy is designed to help customers understand their rights and responsibilities when using our services.
This resource is used for students, schools and employers who are engaging our organisation to deliver services.
Handbook Disclaimer
Our terms and conditions provide accurate details as of the publication date. However, changes to legislation or Australian Retail College (ARC) policies may affect the information provided. Australian Retail College reserves the right to update or change the content without prior notice.
To stay informed, students should contact our team using the details below for the latest updates.
We encourage customers to carefully read this policy in combination with our privacy and refund policy.
Contact us
Phone: (07) 3844 1300
Email: enquiries@fir.edu.au
Website: www.fir.edu.au
Head Office: 11/2962 Logan Road, Underwood Queensland 4119
Company name: First Impressions Resources Pty Ltd
Trading name: The Australian Retail College
ABN: 93 071 952 915
RTO ID: 0826
Acknowledgement
The Australian Retail College acknowledges the Traditional Owners of the land on which we operate, and we pay our respects to Elders past, present, and emerging.
We recognise the enduring connection that Aboriginal and Torres Strait Islander peoples have to Country, culture, and community. We honor their rich histories, diverse languages, and vibrant traditions, which are an integral part of Australia’s identity.
We are committed to fostering respect, understanding, and inclusion, ensuring our programs and practices reflect the diversity and strengths of all communities.
Welcome
Congratulations on choosing the Australian Retail College (ARC), also known as First Impressions Resources (FIR).
Since 1988, our organisation has been providing specialised training solutions to Australians.
This policy contains important information about our organisation, the national qualifications we offer, and details about our services.
The Australian Retail College (ARC) is a Registered Training Organisation (RTO) that delivers nationally recognised training in Retail, Business, and Pharmacy. In Australia.
We provide training across all states and territories in Australia.
Entry requirements
There are formal entry requirements that apply to some qualifications. Where they apply, they are outlined in the course information pack.
Entry requirements can relate to:
- Previous experience within a relevant workplace
- Previous completion of a specified qualification or unit of competency
- English language reading, writing or numeracy skills
Other entry requirements may also apply, depending on the course in which you are enrolled and how our course is delivered. These may include:
- Access to a specific workplace or employment
- Access to specific resources and equipment
- Physical ability
- Ability to undertake a range of tasks in a workplace
- Access to a computer and internet
- Access to and ability to use specific software and computer programs
Please review the course information pack prior to enrolling.
Language, Literacy and Numeracy Assessment
As part of the enrolment process, all students undertaking full qualification courses are required to complete a Language, Literacy, and Numeracy (LLN) assessment. This assessment is designed to identify the individual support needs of students and ensure they have the skills necessary to succeed in their course of study.
The LLN assessment must be completed by the enrolling student and provides valuable insights into areas where additional assistance may be needed. This helps us tailor our support services to meet your needs, whether through learning resources, adjustments to delivery methods, or other support strategies. Completing this assessment is a critical step in the enrolment process and contributes to a positive learning experience. We encourage all students to approach the LLN assessment with honesty and confidence, knowing it is an opportunity to ensure your success in your studies.
There is no additional cost for this assessment.
Course Induction
All students undertaking a full qualification at The Australian Retail College will complete a 30-minute one-on-one induction via Zoom. During this session, we will walk you through essential enrolment activities, discuss any support you may need throughout your course, and provide an overview of the course structure. We will also schedule your first training session to ensure you’re set up for success. This induction is a great opportunity to get any questions answered and feel confident as you begin your learning journey with us. Students under 18 years of age will have their parent or guardian in attendance.
Course costs
The course fees have been explained to you and/or your employer or school before enrolment. If you are not clear on the fees structure for your course, please email enquiries@fir.edu.au.
If your employer has agreed to pay the fees but doesn’t fulfill the payment, you’ll have the option to take care of the fees yourself. If neither your employer nor you can cover the course fees, unfortunately, your enrolment in the course may need to end.
Please note that certificates, statements of attainment, or transcripts can only be issued once all fees have been paid in full.
Student Fees and Refund Policy
We acknowledge that situations change and it is not always possible to complete your planned course. In some cases, you and/or your employer may be eligible for a refund or partial refund of any fees already paid. Please review our refund policy for more information.
Additional fees and charges
| Replacement training materials | A fee may be charged to replace issued hard-copy training materials that you, or your workplace, have lost. A processing and handling fee of $14.95 per assessment or learner guide applies to reissued print copies. Please speak to your trainer if you require reissuance of any resources. From July 1 2024, we no longer offer printed course materials. |
| Physical certificate or statement of attainment | Our organisation issues digital certificates as part of your course. You can order a physical certificate or replacement certificate for $19.95. |
| Course extensions | Full Qualification courses Course extensions are available at $750 per four (4) month period. This provides a 16 weeks extension. Single unit & short courses Course extensions are available for $50 per one month period. This provides a 4 week extension. |
| Incomplete by contract end date (Traineeships only) | After your initial traineeship contract completion date, any works submitted after this date will incur a fee of the balance of subsidies that would have been paid by the respective State Government (where we are unable to make this claim due to the contract ending). Please ensure you are aware of your contract end date and lodge extension forms via your Apprenticeship Network Provider (for traineeships) to avoid contracts expiring. |
Unique Student Identifier
A USI is a government-issued reference number that uniquely identifies an individual undertaking nationally recognised training in Australia. It provides students with a secure online record of their training and qualifications obtained in the Vocational Education and Training (VET) sector.
The USI ensures that students can access a complete transcript of their VET achievements and allows the Australian Government to maintain accurate records of student participation and attainment in VET courses.
Provision of USI
- All students enrolling in courses with The Australian Retail College must provide a valid USI during the enrolment process.
- Students who do not have a USI must create one at usi.gov.au before enrolment can be completed.
Consent to Access USI Records
- By providing your USI, you consent to The Australian Retail College accessing your USI records in the USI registry system as required to confirm your eligibility and enrolment details.
- This includes verifying your USI, updating your records, and retrieving training results as needed for compliance and reporting purposes.
Disclosure of Personal Information
- To comply with Australian Government requirements, The Australian Retail College may provide your personal information, including your training outcomes, to the USI registry.
- Personal information shared with the USI registry is protected by the Privacy Act 1988 and is used only for its intended purpose.
Failure to Provide a USI
- Students who fail to provide a valid USI will not be able to officially enrol in any courses offered by The Australian Retail College.
If you require assistance in obtaining your USI or have questions about how your USI information will be used, please contact the USI registry at www.usi.gov.au
Training plan
When you undertake your course as part of a registered traineeship, you will be issued with a training plan as part of your course enrolment. It is a State Government requirement that this training plan is made available to your employer if you are undertaking the course as part of a registered traineeship contract.
Your Training Plan includes information about:
- The units (subjects) that are included in your qualification
- Expected training and assessment dates
- Where/how your training and assessment will be conducted
- Any additional support required to progress through your course
After reviewing your training plan, if you require any additional support or variation, please contact our team.
Course Schedules
Some courses that are not part of a registered traineeship contract may have a course schedule instead of a Training Plan. This will include the training and/or assessment details that pertain to the course in which you have enrolled.
Our College will proactively assist you to complete your course and will progressively monitor and review your progress towards meeting the training plan or course schedule completion date. Other appropriate parties such as your employer, school and/or a government department representative may be involved in monitoring your progress.
While assistance is provided, our College is not able to guarantee the completion of a course by the agreed date or to suit a school calendar year.
Your success in this course depends on your dedication to completing all the required tasks. Please note that course schedules may change without prior notice.
Course format
All of our course resources are provided digitally in our Learning Management System. Our College does not provide PDF or print content.
Course resources are available 24/7 for students to access.
Training appointments
Training appointments may be provided as face to face and/or zoom or may be structured as pre recorded training.
You should always be prepared and ready for your training appointments, including:
- Organising your course materials so you are ready for all training appointments
- Completing any requirements that were set at the last training appointment
- Providing basic stationery requirements ready for your own use
- Organising a replacement team member at your workplace, or reminding your manager or school teacher (for school based programs) about your training appointment, as appropriate if you are undertaking a workplace program.
- Organising yourself so you can participate fully in the appointments with your trainer
- Completing any training or assessment requirements that need to be finalised before the next planned appointment
Canceling appointments
If for any reason you’re unable to attend a scheduled face-to-face or online appointment with your ARC trainer, please make sure to:
- Advise your trainer on their mobile phone or via email scheduling@fir.edu.au as soon as possible, especially if our team member is traveling to visit you at work or school
- Agree to the arrangements which are made to replace this missed appointment
- Advise your employer/school that you will not be attending, as appropriate
- To stay on track with your course, it’s important to attend your scheduled training sessions. Missing these appointments could delay your expected completion date, so your full participation is key!
- We’ll also keep your employer and/or school informed about your progress, attendance at appointments, and assessment results where applicable.
To complete your qualification, you’ll need to finish assessments for all the required units. These assessments can be done either face-to-face or online, depending on what works best for the training delivery.
Resources and Equipment
To undertake courses with our College, you will need access to a stable internet connection as well as a computer.
You will need access to:
- Computer and internet
- Microsoft word or Google docs
- Microsoft Excel or Google sheets
- Google Chrome web browser
- A computer with a webcam and microphone
Competency based
At ARC, our qualifications are competency-based, meaning your progress depends on demonstrating the required skills and knowledge, rather than following a set timeline.
The only exceptions are registered traineeships or programs with specific completion deadlines. If this applies to you, the deadline will be clearly outlined in your training plan or course schedule.
Completion of courses
Courses funded by State Governments may have criteria that includes not previously completing or holding a qualification at a specific level. Completing vocational qualifications may, in some cases, preclude individuals from being able to access Government funding for future studies.
Assessment pathways
Assessment is the process of evaluating a learner’s skills, knowledge, and competencies to ensure they meet the required standards. It helps identify areas of strength and opportunities for improvement, ensuring that learners are equipped to succeed in their chosen field. Through various methods such as tests, practical tasks, or projects, assessment provides valuable feedback to guide learning and development.
Assessment can be completed in different ways to take account of your current abilities and any previous study you have completed. These different pathways are:
| Training and assessment | This is where you participate in structured training and assessment as part of a module or qualification. This is our standard course delivery. |
| Assessment only | Assessment only pathway is available for candidates who believe they have the skills, knowledge and experience related to a module or qualification but cannot provide evidence of this. Assessment only is the process of undertaking our assessment without completing the training. |
| Recognition of Prior Learning | In some situations, you may be able to complete assessments without attending any structured training. This is called ‘Recognition of Prior Learning’ (RPL) and it recognises your existing abilities without the need for you to attend unnecessary, additional training. This is the process of collating and submitting evidence you hold the skills and knowledge associated with the module or qualification. |
| Direct Credit Transfer | You will be credited with any unit(s) that you have completed previously if the unit(s) can either be: Directly matched to your currently enrolled unit(s)Deemed equivalent to your currently enrolled unit(s) as documented in the relevant Training PackageBefore any Direct Credit can be finalised, our organisation must be provided with a copy of your statement of attainment/transcript and your USI transcript. |
| Flexible pathways | Combinations of the pathways explained above are also possible. You should speak to your trainer about your particular assessment needs. |
Typical assessment pathways
Students who are enrolled in a ‘train and assess’ pathway will be required to complete and provide the following types of assessment as provided in the assessment tools:
- Written questions (as quizzes and short answer responses)
- Observations (as demonstration in the workplace and/or Case Study responses)
- Projects (completing projects and activities)
You must meet requirements for all listed assessment types to be deemed ‘competent’ for each unit. Students must be competent in all units to be awarded their qualification.
Your assessment responsibilities
You are responsible for completing your assessments by the due date. If you require extra assistance or an extension of time, please speak to your trainer. Extensions can affect the final completion date of your course and may incur additional fees.
All reports and completed forms that you submit as part of an assessment are kept in your student file.
You are responsible for your assessments until they are received by our College. We advise you to keep your assessments organised so they are completed and submitted on time.
When you are completing your assessments, you must:
- Complete answers with enough detail to show your knowledge
- Fully complete all of the assessment tasks
- Complete and submit assessments by the agreed due date
- Include all of the required details, including your signature and the date where they are required
- Include the completed verification from your manager or relevant third party, as required
- Not copy the work of others or any source. Responses must be entirely your own work.
Deferring or canceling your course
We understand that life can sometimes require flexibility in your learning journey. Our Deferral and Cancellation policies are designed to support you while ensuring that we maintain the integrity of your qualification progress.
Deferrals
A deferral is when you need to temporarily pause your studies in order to address personal, health, or other circumstances. For full qualification courses, you can request a deferral for up to 60 days. If a deferral is approved, your course will be put on hold, and no further assessments or training will be scheduled until you are ready to resume.
For students enrolled in registered traineeships, the deferral period must be managed through your Apprentice Connect Provider, and the traineeship will be officially suspended during this time.
To request a deferral, please contact your trainer or our administration team, and we will assist in making the necessary arrangements.
Cancellations
A cancellation is when you decide to permanently end your course enrolment. You are welcome to cancel your course at any time by notifying us in writing. Please note that if you are enrolled in a registered traineeship, cancelling your training contract may require employer consent. For school-based traineeships, school approval may also be needed.
Leaving employment while undertaking a registered traineeship may result in your course being cancelled.
We encourage you to speak with us before deciding to cancel to ensure we can address any concerns you may have and explore options for deferral if applicable.
Important Notes:
- Full Qualification Courses can be deferred for up to 60 days.
- Registered Traineeships must be suspended during deferral periods through the Apprentice Connect Provider.
- Cancellation of Traineeship Contracts may require the consent of your employer, and for school-based traineeships, school approval is required.
- Short and single unit courses do not have a deferral option
Please contact your trainer or the College administration team for more information or to request a deferral or cancellation. We’re here to help and support you through your educational journey.
Insurance
At The Australian Retail College, we take the safety and wellbeing of our students seriously. As part of our commitment to ensuring a positive learning experience, we would like to clarify our insurance coverage.
Insurance Coverage
Our College provides insurance coverage for students while participating in training activities organised by the College. However, it’s important to note that our insurance does not cover students while they are working in their place of employment. This means that any work-related activities or tasks performed outside of the College’s direct supervision, such as in the workplace, are not covered by our insurance policies.
Employer Responsibility
Students are encouraged to ensure that their employer provides appropriate insurance coverage for work activities, including but not limited to personal injury, liability, and any other risks associated with the workplace. We recommend discussing this with your employer to confirm that you are adequately protected during your work placement or employment-related tasks.
Plagiarism and Collusion
At The Australian Retail College, we are committed to maintaining the highest standards of academic integrity. As part of this commitment, we have a strict policy against plagiarism, collusion, and the use of AI to complete assessments. This ensures that all students demonstrate their own understanding and skills in a fair and honest manner.
Plagiarism
Plagiarism is the act of using someone else’s work, ideas, or words without proper acknowledgment or permission, presenting them as your own. This includes, but is not limited to:
- Copying and pasting content from the internet, books, or other sources without citation.
- Submitting work that has been copied from another student or any other unauthorized source.
- Failing to give proper credit for ideas, data, or text that are not your own.
Collusion
Collusion occurs when two or more students work together to complete an assessment in a way that is not permitted by the assessment guidelines. This includes:
- Sharing or copying answers or assignments with another student.
- Collaborating on individual tasks or assessments where independent work is expected.
Use of AI in Assessments
The use of Artificial Intelligence (AI) tools to complete, assist with, or generate any part of your assessment is strictly prohibited unless otherwise specified by your Trainer. This includes AI systems that generate written content, perform calculations, or create designs or projects intended to represent your own work. Using AI to complete your assessments undermines the learning process and is considered academic dishonesty.
Consequences of Plagiarism, Collusion, and AI Use
Any instance of plagiarism, collusion, or unauthorised use of AI in assessments will be taken seriously. Students found in breach of this policy may face consequences such as:
- Reassessment of the task or unit.
- A not yet competent result for the unit
- A fee to retake the assessment no less than $295
- Suspension or expulsion from the College, depending on the severity of the violation.
Responsibilities of Students
As a student at The Australian Retail College, you are expected to:
- Submit work that is your own and accurately reference any sources used.
- Understand and follow the guidelines for each assessment, including what is and isn’t allowed in terms of collaboration and use of external resources.
- Report any instances of suspected plagiarism or collusion that you observe.
We encourage students to approach their assessments with integrity, dedication, and honesty. If you are ever unsure about the guidelines or need support, please reach out to your Trainer for clarification.
By adhering to this policy, you help maintain the reputation and credibility of The Australian Retail College and ensure that your achievements reflect your true abilities.
Unit and qualification results
Your assessment results are either Competent or Not Yet Competent.
Competent units are marked: C for Competent. If you are deemed competent, each question has been satisfactorily answered and your observation and any other projects have been fully completed.
Not Yet Competent is identified by the result: NYC. If you are assessed as Not Yet Competent in any unit, you will receive feedback from your ARC assessor so you can revise your answers and/or practice the skills and then be reassessed.
You are allowed to submit and resubmit assessments up to the initially agreed contract completion date with a maximum of four resubmissions.
- A Certificate is issued on gaining competency in all of the units in your qualification.
- A Statement of Attainment is issued on partial completion of a qualification.
- A Statement of Results can be requested at any stage.
The Australian Retail College will issue qualifications and statements of attainment within 30 days of course completion, provided all course requirements have been met and fees are fully paid.
Behaviour and Conduct
At The Australian Retail College, we strive to create a positive, respectful, and safe learning environment for all students and staff. We expect everyone to treat each other with courtesy and professionalism, fostering an atmosphere where all individuals feel comfortable and supported.
Respectful Behavior
We encourage respectful communication and behavior at all times. This includes being considerate in interactions with your trainers, fellow students, and College staff. Our goal is to maintain a welcoming, inclusive environment that supports everyone’s success.
Unacceptable Behavior
Abusive, threatening, or violent behavior is not acceptable under any circumstances. This includes physical aggression, verbal abuse, intimidation, or any form of harassment. Such behavior disrupts the learning environment and creates an unsafe space for others. Being affected by alcohol or narcotics while undertaking our services is unacceptable.
Consequences of Unacceptable Behavior
Any incidents of abusive, threatening, or violent behavior will be taken very seriously and may result in the immediate cancellation of your course enrolment, with no refund issued. Our priority is the safety and wellbeing of everyone at The Australian Retail College.
Support and Communication
If you ever experience difficulties or need support, we encourage you to speak to your trainer or College staff. We are here to help and will work with you to address any issues in a constructive and respectful manner.
By following this policy, you help ensure that everyone at The Australian Retail College can enjoy a positive and safe learning experience. Thank you for your cooperation!
Student records
We maintain both electronic and hard copy records of your student files where applicable, all of which are stored securely. These records are made available to the relevant government departments for purposes such as research, statistical analysis, evaluation, and external audits.
If your course is registered as a traineeship, you consent to your employer and school (if applicable) and relevant stakeholders being provided with access to your records upon request, as part of the training contract.
It’s important that your records with us are kept current. If there are any changes to your personal or employment details, please inform our administration team as soon as possible.
Please note, we can only issue certificates in the name provided on your original legal enrolment form and training contract. If your name changes, you will need to submit the appropriate documentation (e.g., a certified copy of your change of name certificate) to update our records.
For students enrolled in a registered traineeship, you must also notify the Apprentice Connect Provider so they can update your traineeship contract accordingly.
Theft
Students are advised to keep their personal possessions under their own supervision while attending training and assessment at our College locations; Our College accepts no responsibility for lost or stolen items.
The relevant authorities will be notified and appropriate actions taken if any theft occurs.
Copying and reusing ARC provided information or intellectual property without written permission from our college is theft of intellectual property and is against the law.
Your feedback
We encourage you to provide any feedback to ensure that our training and assessment processes and resources can continuously be improved. There are two ways of providing feedback:
Managing issues or concerns
Our College has an open and constructive relationship with students and with their employers/schools. At times, it is necessary to implement a process to manage particular issues. In general, these are when:
The student is not making progress in line with the agreed Training Plan and/or schedule.
- This can occur when students do not:
- Attend agreed training/assessment sessions
- Submit assessments on the agreed dates
- Successfully achieve the competency required
Students act in an inappropriate manner. Such as:
- Inappropriate language use and/or behavior
- In these and any other identified situation, ARC will:
- Initially discuss the situation with the student. This discussion will be aimed at developing a strategy to enable the student to make the required progress and/or comply with the required standards.
- Involve other relevant people, such as the employer/school representative, in order to find a resolution if an acceptable outcome is not agreed to and implemented after the initial discussion(s). This could also include the involvement of the relevant State or Territory government department.
This policy should be read in conjunction with our complaints and concerns policy.
Australian Retail College Policy on Industrial Relations and Workplace Assistance
This policy outlines the Australian Retail College’s position regarding the provision of industrial relations or workplace-specific assistance, ensuring clarity on the scope of our support for students, particularly those undertaking workplace traineeships.
This policy applies to all students enrolled in courses provided by the Australian Retail College, including those undertaking workplace traineeships.
The Australian Retail College is committed to supporting students in their learning journey. However, we are not authorised or equipped to provide advice or assistance on industrial relations matters, workplace-specific concerns, or employment-related queries.
Industrial Relations and Workplace-Specific Queries
- Rosters, Work Conditions, and Employment Issues:
Any questions or concerns regarding your roster, work conditions, or employment arrangements must be directed to your:- Employer
- Apprentice Connect Provider (for registered traineeships)
- Limitations of Support:
The Australian Retail College does not provide:- Advice on industrial relations matters
- Mediation for workplace disputes
- Any guarentees on enrolment into our courses
- Recommendations or actions related to employment terms or conditions
Disclosure of Information
If you are undertaking your course as part of a workplace traineeship, please note:
- Any information you provide to the Australian Retail College may be shared with your employer or Apprentice Connect Provider if relevant to your traineeship progress or requirements.
Students are encouraged to seek guidance directly from their workplace or relevant support organisations, such as Fair Work Australia or industry-specific apprentice support networks, for assistance with employment-related matters.
Australian Retail College Refund Policy
At the Australian Retail College (ARC), we are dedicated to providing quality training and a supportive learning environment for all our students. We understand that situations may change, and we want to ensure our refund policy is clear, fair, and compliant with the relevant consumer protection laws.
Refunds after Enrolment
Once you have enrolled and commenced your course, refunds are not available. We strongly encourage you to carefully consider your decision before enrolling to ensure that you are ready to begin your studies with us. However, we recognize that circumstances can change unexpectedly, and we are committed to handling any refund requests in accordance with the Competition and Consumer Act 2010 (Cth) and any relevant state-based consumer protection laws.
Under these laws, students are entitled to a refund or compensation in certain circumstances, such as if the course is not provided as described, is not delivered, or if other consumer rights are violated. If you believe that your situation qualifies for a refund under these provisions, please contact us, and we will review your request and provide guidance on next steps.
Queensland User Choice Traineeships
For students enrolled in Queensland User Choice Traineeships, refunds are available only for units that have not yet commenced training. The refund will be calculated at a rate of $1.60 per nominal hour for units not yet started, not to exceed any amounts paid to our College. Refunds for User Choice Traineeships will be processed according to the training schedule and unit commencement status.
Our Commitment to Consumer Protection
In line with the Competition and Consumer Act 2010 (Cth), we aim to ensure that all our students are treated fairly and have access to their consumer rights. If you are entitled to a refund under this law or other applicable legislation, ARC will provide you with a refund or compensation as appropriate. This includes instances where the course is not delivered as agreed or if other statutory rights are infringed.
How to Request a Refund
If you believe you are eligible for a refund, or if you have any questions regarding your enrolment or the refund process, please don’t hesitate to reach out to our team. We are here to assist you and will work with you to resolve any concerns.
Thank you for choosing the Australian Retail College. We wish you success in your studies and are committed to supporting your learning experience throughout your time with us.
Contact Information:
For any refund inquiries or further assistance, please contact our team at enquiries@fir.edu.au
Guarantees
The Australian Retail College makes no guarantees to any stakeholders on any potential result, employment or benefit from undertaking our services.
