Refund, Cancellation and Complaints Policy
Refund and Cancellation Policy
CDIA recommends that you read our Refund and Cancellation Policy prior to applying for certification, so you are familiar with this policy and your rights under the Australian Consumer Law.
CDIA may provide you with a refund of your certification or recertification fees in a number of circumstances where it’s not possible for you to continue with the certification.
A refund of Certification Fees may be provided in the following circumstances:
CDIA cancels a certification or workshop
Full Certification Fee
Candidate failure to provide adequate documentation* required for certification commencement.
*This includes Proof of Employment, Proof of Education and Proof of CDS Training. This does not include CPD and Education Log.
Full Certification Fee will be issued if adequate documents are not provided within 4 weeks of the candidate’s application.
Candidate withdrawal after certification commencement date.
Full Certification Fees will be refunded if the candidate has not attempted or submitted any assessment.
If assessment has been submitted, CDIA will consider your individual circumstances (see below) to determine whether a full or partial refund can be made
The following exceptions apply for candidate refunds:
- Candidates who have their enrolment cancelled by CDIA as a result of academic or behavioural misconduct under the CDIA Misconduct Policy are not eligible for a refund of Certification Fees
- For candidates approved to withdraw from a certification due to special circumstances
- In the event of a candidate’s death whilst they are undertaking a certification, CDIA will provide a refund to the estate of the deceased.
In exceptional cases of special circumstances outside of these rules, CDIA may consider a candidate refund application supported by independent supporting documentation. In cases of special circumstances, CDIA will determine the refund amount.
When considering whether special circumstances should be recognised and applied to candidate refund applications, CDIA must be satisfied that the circumstances:
- Are beyond the candidate’s control;
- Did not make full impact until on or after the certification commencement date; and
- Made it impracticable for the candidate to complete the requirements of the certification
Examples of special circumstances include:
- Medical circumstances (illness or injury), supported by a doctor’s statement;
- Family/personal circumstances, supported by a statement from the candidate
- Employment related circumstances supported by a statement from your employer
Candidate Refund Applications
To make a refund application, you need to email firstname.lastname@example.org with your contact details, your circumstances and any supporting documentation you can provide.
CDIA will make its decision within 7 business days of receiving all the information required to support your application.
If you are not eligible for a candidate refund, CDIA will notify you of its refund decision in writing.
If you do receive a candidate refund, CDIA will issue the refund to the credit card used at the time of payment within 15 business days.
If you are dissatisfied with the outcome of your candidate refund request, you may request an internal review. If you are dissatisfied with the outcome of the internal review you may request an external appeal via the New South Wales Ombudsman.
Your rights under Australian Consumer Law
As a consumer of credentialing services, candidates have legal rights under Australian Consumer Law.
CDIA must provide services:
- with acceptable care, skill and technical knowledge
- that are fit for the particular purpose
- within a reasonable time.
If services do not meet the consumer guarantees, consumers can claim remedies including:
- cancelling a service for a full refund
- seeking partial refund for the drop in value of the service
- seeking compensation for damages and loss.
Please read our complaints policy for instructions on how to make a complaint if you feel CDIA’s services do not meet these consumer guarantees.
You should contact the relevant government trade and consumer agency in your state or territory, if you would like information about your consumer rights.
CDIA is committed to continually improving its quality of service. You are encouraged to provide feedback to CDIA about its operations and the quality of the certification process. You will be invited to provide feedback via surveys after you have achieved certification.
If you are dissatisfied with a service, or decision made by CDIA, you can make a complaint or provide feedback to us by emailing email@example.com. CDIA will attempt to solve the problem as quickly as possible. All complaints and feedback must be made within 12 months of the issue/incident/decision to which your complaint/feedback applies.
If you have made a formal complaint or feedback, CDIA will send you a letter of acknowledgement. CDIA will then investigate the matter. During its investigation, CDIA may ask you for more information. Within 10 days of receiving all the information it needs from you, CDIA will provide a response, either telling you how the investigation is going and when it is expected to be concluded, or telling you of the outcome of the investigation.
If you are still dissatisfied with the outcome, you have a right to ask for an internal review of the decision.
If you are asking for an internal review, it must be made in writing. CDIA will then consider the matter and respond to you within 20 business days.
If you are still dissatisfied with the complaint decision, you may have the right to take the matter to your state or territory’s Ombudsman.