The material on the Designer Life web site is made available for the purpose of providing information to prospective Learners, employers and government departments and not as professional advice. At all times a Learner can contact Designer Life and a copy of the Learner Handbook will be made available at all times.

Some material on this web site may include or summarise views, standards or recommendations of third parties. The inclusion of such material is not an endorsement by Designer Life of that material and not an indication of Designer Life's commitment to any particular course of action.

Links provided to other internet sites are provided for the user's convenience and do not constitute endorsement of the information at those sites. Designer Life accepts no responsibility for material contained in any site that is linked to this web site. Designer Life will have links to various sites including: Australian JobSearch, Seek, CareerOne and Vumi Etc. No responsibility is taken for the consequences of viewing and relying on such content. In addition, will not be liable for any claims or damages whatsoever resulting from use or reliance on information in this site.

The information and data in this site is subject to change without notice. Designer Life makes no statements, representations, or warranties about the accuracy or completeness of, and you should not rely on, any information contained in this website/publication. If you are enrolled in a program and you notice changes to the courses please contact Designer Life directly with any questions.

Designer Life disclaim all responsibility and all liability (including without limitation, liability in negligence) for all expenses, losses, damages and costs you might incur as a result of the information on this website/publication being inaccurate or incomplete in any way, and for any reason.

Despite our best efforts, Designer Life makes no warranties or guarantees that the information in this publication is free of infection by computer viruses or other contamination.

Users of this web site are directed to the Privacy& Security Notice.

Unique Student Identifier (USI)

If I don't already have a USI, I give Designer Life consent to acquire or create a USI (Unique Student Identifier) on my behalf to be linked to the National Vocational Education and Training (VET) Data Collection allowing me to see all of my training results from all providers including all completed training units and qualifications. 

Complaints & Appeals

Designer Life strives to ensure that each candidate is satisfied with their learning experience and outcome. In the unlikely event that this is not the case, all candidates have access to rigorous, fair and timely complaint and appeal processes which are outlined below. Any complaints and appeals will be reviewed as part of the continuous improvement process and where corrective action has been highlighted it will be implemented as a priority.

Complaint Policy

A complaints procedure is available to all persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of Designer Life. The complaints procedure will address both formal and informal complaints. All formal complaints will be submitted in writing to Designer Life management and will be heard and addressed within fifteen (15) working days of receipt.

Designer Life management will maintain a Complaints Register to document the course of action and resolution of all formal complaints. All complaints substantiated by the complaints procedure will be reviewed as part of the Designer Life continuous improvement procedure.

It is the responsibility of Designer Life management to ensure adherence to the complaint procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting candidates with the complaints procedure and supply of complaint forms.

If the candidate is still not satisfied with the resolution of the complaint after following and exhausting the Complaints Procedure, the "National Guideline for Complaints" directs them to seek further assistance from the Disputes Settlement Centre.

This process will be reviewed to align with the national guidelines for complaints. Further information can be found in our Designer Life Learner Handbook.

Appeals

The Designer Life appeals process is concerned with a candidate's right to request change to decisions or processes of an official nature, usually in relation to academic or procedural matters.

In the case of a candidate's appeal against specific assessment decisions, the candidate should first discuss the decision/s with the relevant trainer or assessor and request re-evaluation. The trainer or assessor will hear the candidate's appeal, make fair judgement to the best of their ability as to whether change/s are required, then discuss their final decision with the candidate.

It is the responsibility of Designer Life management to ensure adherence to the appeal procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting candidates with the appeal procedure and supply of appeal forms. If the candidate is still not satisfied with the resolution of the complaint after following and exhausting the Appeals Procedure, the "National Guideline for Complaints" directs them to seek further assistance from the Disputes Settlement Centre.
Further information can be found in our Designer Life Learner Handbook.

Complaints / Appeals Procedure

All persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of Designer Life have access to the following procedure:

Informal complaint:

  • An initial complaint or appeal will involve the candidate communicating directly with Designer Life verbally or by other appropriate means. Designer Life will make a decision, discuss their judgement with the candidate and record the outcome of the complaint or appeal.
  • Candidates dissatisfied with the outcome of the Designer Life's decision may initiate the formal complaint procedure.

Formal complaint / appeal:

  • It is normal procedure that all formal complaints proceed only after the initial informal complaint or appeal procedure has been finalised.
  • The formal complaint or appeal is to be submitted in writing, and the procedure and outcome recorded by Designer Life management.
  • On receipt of a formal complaint, Designer Life will convene the complaint committee to hear the complaint.
  • The complaint committee will consist of a panel of with no previous involvement or vested interest in the outcome of the particular complaint or appeal. Members of the committee should include:
    ◦ Designer Life
    ◦ A Designer Life staff member
    ◦ A person independent of Designer Life (i.e. Richard Turner of ABC Consulting)
  • The complainant / appellant shall be given an opportunity to present the case to the committee and may be accompanied by one other person as support or as representation.
  • Staff member/s involved shall be given an opportunity to present their case to the committee and may be accompanied by one other person as support or as representation.
  • The complaint committee will reach a decision on the complaint or appeal after consideration of each case presented.
  • The complaint committee will inform all parties involved of the outcome in writing within five (5) working days of making the decision.

All complaints and appeals will be reviewed at Designer Life monthly management meetings. Continuous improvement procedures may be actioned when the complaint procedure results in identification of factors appropriate for improvement to internal operations. When the initial causative factor of the complaint identifies a problem with current Designer Life policies and / or procedures, the continuous improvement procedure will ensure changes are made to prevent reoccurrence of the problem.

Fees and Refund Policy

The RTO must protect fees paid in advance and have a fair and reasonable refund policy. Designer Life operates predominately on a 'fee for service' training business. This means all training programs attract fees. These fees are paid by / charged to the candidate, a government agency or the candidate's employer.

Fee information is available via:

  • Designer Life website
  • Designer Life program brochures
  • Designer Life promotional material
  • Direct email

Each of these information streams will be updated regularly.

All fees will be paid at or prior to the commencement of training unless prior arrangements are made with the RTO management.

Refund Policy

Designer Life will protect fees paid in advance and has a fair and reasonable refund policy.

An application for a refund is addressed according to the notice given by the person making the request:

  • 14 days prior to the commencement of the course – 100% refund
  • Between 13 days and 7 days prior to the course - 75% refund
  • Between 6 days and the commencement of the course – 50% refund 
  • Withdrawal during the course – no refund. A pro-rata credit is available so the student can complete the course at a later date

All fees paid in advance are separated from the operations of the business. This is achieved by maintaining a number 2 account (deposits account) to ensure sufficient funds are always available for refund. The number 2 account is represented in Designer Life's accounting system as a separate repository for funds paid in advance and cannot be accessed until the respective students commence training.

Information provided prior to enrolment or the commencement of training and assessment, whichever comes first, specifies the student’s rights as a consumer, including but not limited to any statutory cooling-off period (where applicable) and the student’s right to obtain a refund for services not provided by the Designer Life in the event the:

  • Arrangement is terminated early, or

  • Designer Life fails to provide the agreed services.

Payments

All Designer Life payments and payment plans are processed via Paypal or Direct Deposit and are subject to Designer Life's terms and Conditions. Further information can be found in our Designer Life Learner Handbook.

Cancellation of course by Designer Life A full refund of fees paid will be made to any applicant if Designer Life cancels the nominated course/unit(s) of competency. This will incur no administrative charges or penalties. The Learner will be notified directly if any changes in courses directly affect their enrolment or educational outcome.

Should Designer Life be unable to provide all units to meet the Learner's course completion schedule, the following will apply:

  • Course fees paid will be refunded in full; and
  • No Statement of Attainment will be issued on any unit; OR
  • Course fees paid on any unavailable unit/s will be refunded; and
  • Statement of Attainment will be issued for satisfactorily completed units.

Further information can be found in our Designer Life Learner Handbook.

Withdrawal during course

By enrolling in the course, you agree to pay the Course fees (plus surcharge applicable) for the Course using the payment method you have selected under the Course Enrolment Agreement.

You are required to pay the full amount of the Course fees even if you do not complete your Course, or fail to advise Designer Life of withdrawal from your Course during the orientation period.

Learners are required to pay any agreed instalment payment plan amount on the due date. Failure to pay on the due date may result in late fee charges and access to the course restricted.

Cancellations (other than eligible cancellations during the orientation period) for Learners that have commenced their course will not be entitled to a refund. Statement of Attainment/s will be issued for any units that have been satisfactorily completed.

In lieu of cancellation, the Learner may defer their course study for up to 6 months from the initial enrolment date without additional charge.

Further information can be found in our Designer Life Learner Handbook.

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