29th November 2024

Ms Sara Charani
257 Mimosa Rd
GREENFIELD PARK New South Wales 2176
Australia

Dear Sara,

Thank you for your application to Torrens University Australia. We are pleased to issue you with a
Conditional Letter of Offer for your course. The conditions of this offer are specified below.

There are a limited number of places available each trimester so please accept your offer now at
https://register.laureate.net.au/

Torrens is different from all other universities in Australia. Not only is it Australia’s newest university in
20 years, but it aims to make further education more than just the production of future academics; it
aims to create global leaders. You have just begun your journey toward this goal.

Torrens offers an education that will provide students with both the skills and the experience to hit the
ground running. Whether you are an undergraduate, postgraduate or in a higher degree by research,
you will always explore your chosen discipline with a practical and global perspective. The wisdom of
your lecturers and their firsthand experience will teach you not only about your field of study, they will
teach you how to excel within the industry once you start work.

We are very excited that you are joining Torrens University Australia and we look forward to the
contribution you will make as a member of our community. Welcome. Your time with us will be a
rewarding and exciting journey towards achieving your future goals.

Should you have any questions, please feel free to contact Jonathon Mcclay via email at
[email protected]

Kind regards,

Scott Thompson-Whiteside
Executive Dean, Design and Creative Technology

Sara Charani
A00178911
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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
LETTER OF OFFER AND WRITTEN AGREEMENT

The following is a written agreement between yourself and Torrens University Australia Ltd trading
as Torrens University Australia, hereafter referred to as 'Torrens'.

Please keep a copy of this document for your records.

By signing this Written Agreement, I, Sara Charani, hereby:

• Accept the offer of enrolment in Bachelor of Interior Design (Commercial) as outlined below
OFFER
Student Name: Sara Charani
Student ID: A00178911
Date of Birth: 01 May 2007
Course Name: Bachelor of Interior Design (Commercial)
Course Prerequisite: N/A
Provider: Torrens University Australia Ltd
Campus: Ultimo Campus
Study Mode: Full-time
Start Date: 17 February 2025
Duration⁵: 3 Years
Learning Access Plan No
Required:
Course Credit: No course credit requested

Total No of Study Periods(s): 9

STATEMENT OF FEES¹
Preferred Payment Type⁴: FEE-HELP
Scholarship Applied³: N/A

Indicative Tuition Fee (after $87,450.00

scholarship and course credit The tuition fees quoted on this letter of offer are current as of 2025
applied)²:
Other Fees:
Other Fees (Non-Tuition The following fees relate to non-tuition fees:
Fees):
• Refer to Appendix A – Non-Tuition Fees in the terms and
Conditions of this Letter of Offer

Student signature: Date: 29 / 11 / 2024 .

Sara Charani
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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
Conditions: Please provide completed Australian secondary school certificate from the governing board in your state or
equivalent

By signing this written agreement, I:

• Acknowledge the conditions outlined in this Letter of Offer

• Acknowledge that the details outlined in this Letter of Offer are correct.
• Acknowledge that I have read and understood the Terms and Conditions attached.
• I consent to my education provider in applying for and/or accessing information relating to my
Unique Student Identifier (USI) for the purposes of processing my application for admission. I
understand that my USI will also be used on my academic records as per the Student
Identifiers Act 2014
• I consent to my education provider disclosing my personal information to the relevant State
government department for the purposes of my application for a State transport travel
concession.
• I agree to complete the mandatory training modules as identified by Torrens University, as a
condition of my continued enrolment in the Course.
• I consent for my provider to assist in subject selection for my first study period based on my
preferred study mode and campus
• Declare I am 18 years of age or older or my Parent / Guardian has signed this application.
• Acknowledge that the Commonwealth Assistance Notice will be available on the student
portal after census date.

Student signature: Date: 29 / 11 / 2024 .

Parent/guardian signature: Date: 29 / 11 / 2024 .

Only required for students under 18 years old

Scott Thompson-Whiteside
Executive Dean, Design and Creative Technology

Date: 29th November 2024

Please note: (1) All fees are quoted in Australian Dollars and include Goods and Services Tax (where applicable). (2) Tuition fees
are an estimate only and will vary according to the study load in any given study period. Fees are subject to change and may
increase each calendar year. Please see the attached Terms and Conditions for more information regarding fees. (3) Scholarship
applicable on tuition fees only and first attempt subjects only. Full price charged on retake subjects. Scholarship cannot be deferred
to a future intakes. Please refer to the scholarship terms and conditions within the Fees Policy. (4) Payment type is subject to
providing all of the necessary information for accessing FEE-HELP or VET Student Loan by the required date. (5) Course duration
and Finish Date is an estimate only and will vary according to the study load in any given study period, the students ability to meet
all course requirements and the availability of work integrated learning (where applicable).

Sara Charani
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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
STEP-BY-STEP GUIDE TO ACCEPTING YOUR OFFER

To confirm your place at Torrens University Australia, you can go straight to the following link:
https://register.laureate.net.au/

Step 1: Login
You’ll be asked to login using your student ID which is: A00178911
Enter this Student ID and your Date of Birth in the format DDMMYYYY e.g. 01012019 for 1st of
January 2019

Step 2: Accept your Offer

Once you have logged in, follow the simple steps to check that your course details are correct and
accept your offer. If any details are incorrect, either correct them (where permitted) or contact your
Course and Careers Advisor.

Step 3: Payment
If you are using FEE-HELP to cover the cost of your course, you will need your Tax File Number
(TFN) at hand as you complete your FEE-HELP form online.
To pay for your tuition upfront, you can use one of the payment methods below. Please quote your
student number

Online Payments: Please use the online portal to submit your payment online via payment-
gateway.torrens.edu.au.

Please note that we do not accept Amex or Diners card payments. Also,
a non-refundable surcharge applied to all card payments.

Bank Account Transfer: We have partnered with Flywire, to provide you with an easy and secure
method of sending bank account transfers (EFT & international payments).
Please click here for more information and to make your payment
torrens.flywire.com.

You will need your student ID to process your payment.

Once you have paid, please email a copy of your payment advice
to [email protected] and include your student number in the
correspondence.

Sara Charani
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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
TERMS & CONDITIONS

ENROLMENT INFORMATION

Responsibilities
Torrens students are responsible for:

• Ensuring that their personal and contact details are current at all times
• Provide their Unique Student Identifier (as issued by the Australian Government)
• Regularly checking their student email account
• Protecting their Torrens University Australia student identification number
• Accessing course and enrolment information and course planning advice
• Being familiar with and abiding by Torrens policies as a condition of their enrolment
• Enrolling each study period by the required deadline
• Checking to ensure their enrolment is correct and meets course qualification requirements (including any pre-
requisite or co-requisite requirements)
• Advising Torrens of any errors or omissions. Failure to advise Torrens about any incorrect enrolment details by the
approved deadlines (e.g. census or academic withdrawal dates) may result in academic and financial penalties
• If necessary, amending their enrolment by the by the required critical dates for the study period
• Paying all fees incurred through enrolment by the due date
• Submitting the required forms when applying for a deferral, leave of absence or withdrawal from a course or
subject, and providing the required supporting documentation
• Ensuring they have an accurate understanding of what the deferral, leave of absence or withdrawal represents to
their study options as well as its financial implications
• Displaying a student ID card on campus when required and
• Completing the course requirements within the maximum specified time allowed.

Torrens is responsible for:

• Providing students with accurate and timely course, subject and enrolment information
• Providing written terms of agreement for enrolment into a Torrens course
• Providing online access to all student-related policies
• Providing access to advice on subject selection, including electives and majors (where applicable), qualification
requirements and the impact of deferring or withdrawing
• Providing an enrolment process that allows students to select subjects, manage the updating of their personal
information, see their tuition or HELP liability and view their results
• Ensuring students are not enrolled in and therefore incur a financial liability for a subject that they did not agree to
• Correcting any enrolment errors found through quality assurance processes or as notified by a student or staff
member
• Being available to give personalised advice regarding enrolment, leave of absence, deferral and withdrawal

ACADEMIC INTEGRITY
Torrens University Australia is committed to fostering integrity in the pursuit of knowledge and to produce graduates with a
strong sense of professional ethics. It is the shared responsibility of the whole university to create an intellectual
environment where academic honesty, critical judgment and independent scholarly learning are well understood and highly
valued. Prevention and education are the primary drivers in achieving this.
Students have an obligation to work independently and apply scholarly academic conventions in examinations and other
forms of assessment tasks. Teaching staff educate their students in studying ethically and understanding the policies that
govern academic integrity. Any form of cheating, plagiarism or collusion, or other forms of dishonesty, devalues the quality
of student learning and undermines the academic standards of the University. There are serious consequences for students
who do not act honestly and with integrity during their studies.

Deferral of Offer
Depending on the course and timing, an applicant/student who has been offered a place and
• is yet to accept it or
• accepted it and yet to commence their study period

may have the option to defer commencement of the course. The applicant must inform their Course and Careers Advisor
of their intention to defer. If the applicant/student defer commencement of the course, Torrens will issue a new Letter of
Offer outlining the terms and conditions applicable at the they are due to re- commence the course.

Withdrawal
Domestic students in FEE-HELP enabled (HE) courses can withdraw from a subject and/or a course as follows:

• By the census date of any study period: the last date in the study period to withdraw from subjects/course without
incurring a financial liability
• After the census date with the Program Directors (or delegate) Permission, with a “Withdrawal Discontinued”
notion on their student record.

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Students who withdraw after the census date may apply for a refund or re-credit under the Special Circumstances
provisions of the Domestic Student Fees Policy, if their decision to defer, take a leave of absence or withdraw is based on
unexpected or extenuating circumstances.

Accessibility Policy
Torrens University Australia supports the right of people with accessibility needs to be involved in all facets of community
life, including full and equitable participation in vocational and higher education. To that end, the purpose of this policy is to
drive innovation, and future improvements and systemic changes, referring to the provision of physical, learning and social
environments that effectively challenge equity and accessibility barriers. The University provides an accessible and
inclusive environment free of discrimination for students with accessibility needs and their carers.
The University is committed to meeting its obligations outlined in the Commonwealth Disability Discrimination Act 1992
(DDA) and the Disability Standards for Education 2005. The University will act in accordance with the spirit and
requirements of the legislation and guidelines.

Students do not need to disclose that they have a medical condition or mitigating circumstances. However, if they require
assessment and/or study adjustments or other support services they will:

• be required to disclose that they have accessibility needs and/or a medical condition (without necessarily naming
the condition) and
• need to describe any impact on their studies.

Disclosure of an accessibility need at admission does not lead to the automatic provision of accessible services.

Requesting Reasonable Adjustments

Where it is possible to make reasonable adjustments or provide reasonable services, the student will be informed of their
option to:
• attend a meeting with Accessibility Services to discuss the necessary modifications, and/or
• complete and submit a Learning Access Application for review

The University is not required to make an adjustment if, after careful assessment, it is deemed that it will:
• cause unjustifiable hardship on the University
• compromise the inherent or essential requirements and standards of the course or any of its components
• create a health and safety risk for the student, staff, other students or other members of the University
community

Where this is the case, Accessibility Services will decline the application for adjustments
Further information can be found at https://www.torrens.edu.au/policies-and-forms

FEE INFORMATION

The Chief Commercial Officer (or delegate) proposes all fees for courses, non-award and audit subjects, and short
courses. The Chief Finance Officer, Chief Operations Officer and President review and approve all proposed fees. All
University fees may be subject to annual increases.

Responsibilities
Torrens is responsible for:

• Providing accurate and accessible information to applicants and students about all student fees, including tuition
and non-tuition fees and invoice due dates
• Providing accurate and comprehensive information to applicants and students about FEE-HELP, VET FEE-HELP
and VET Student loan provisions, sufficient for applicants and students to understand their requirements and
obligations reporting and publishing student fees as required by the relevant legislation
• Providing accessible payment methods
• Ensuring non-tuition fees meet the legislative requirements about incidental fees
• Ensuring there are fair and equitable processes for the issuing of tuition fee refunds to students in accordance with
relevant legislation and policy
• Ensuring courses are set up with a minimum of three fee periods, and that fees charged within that period are
proportionate where applicable
• Ensuring timeframes for accepting FEE-HELP loan applications, fee periods, invoices and Commonwealth
Assistance Notices (CAN) are applied as appropriate.
• Ensuring that fees are set up according to the provisions of relevant legislation
• Ensuring that the DEWR Secretary is informed as soon as practicable about changes to domestic students’
nominated payment mode where required.

Torrens students are responsible for:

• Ensuring all information provided for enrolment and fee collection is accurate, including subject enrolment records
and personal information
• Reading and acting on information about fees (including invoices and fee notices) in a timely manner
• Paying all fees by the specified due date and/or providing all of the necessary information for accessing FEE-HELP
or VET Student by the required date

Sara Charani
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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
 • Paying fees for repeating subjects
• Paying fees owed regardless of approved withdrawal from a course or subject after the prescribed deadlines

Torrens University Australia students receiving FEE-HELP must comply with progression and other requirements under the
Higher Education Support Act 2003 to maintain access to the scheme. Refer to the Study Assist website for more
information.

Students must pay their fees by the specified due date. The University may cancel a student’s enrolment for failure to pay
outstanding fees.

STUDENT FEES POLICY INFORMATION

Scholarships
Full or partial tuition fee scholarships may apply if students are successful following an open application process against
published criteria.

University Scholarships

• Are only applicable until the course end date as stated in the letter of offer. Extensions will only be granted in
extenuating circumstances
• Are offered based on the criteria outlined at the time of application
• May be cancelled if students do not comply with the terms and conditions of enrolment

Scholarships are not applicable to repeat subjects, course transfer or course downgrades. It may also not apply to course
transfers depending on the terms and conditions of the scholarship.

Late or non-payment of fees

Payment of tuition fees and non-tuition fees by the due date on the invoice is a condition of enrolment. Failure to pay by
all fees owing by the deadline may result in the student being prevented from:

• Accessing subject results

• Accessing online resources, including library resources
• Enrolling in further subjects
• Accessing a Transcript of Results or Academic Transcript
• Graduating from Torrens

Students enrolled in residential campuses who fail to pay their fees by the deadline may also be prevented from
accessing residential facilities and services.

The University will charge a late fee when payment is made after the due date. The late fee will be as indicated in
communications from Student Finance

Cancelling a student’s enrolment for non-payment of fees

The University will notify a student who fails to pay their fees by the deadline of the intention to cancel their enrolment and
list any other penalties that apply as per the list above.
The student has 20 working days to request a review of the decision by lodging a formal complaint.
A student’s enrolment will be cancelled when:
• after 20 working days, no formal complaint has been received, or
• after 20 working days from the date the written formal complaint outcome was issued, no internal appeal was
received, or
• the formal complaint, and internal and external appeal processes are complete, and the decision to cancel the
student’s enrolment has been upheld, or
• the student has chosen not to access any of the internal or external avenues to have the decision reviewed, or
• the student has chosen to withdraw from the formal complaint, internal or external appeal processes by notifying
the University in writing.
A student not satisfied with the outcome of their internal appeal may request an external review of the decision. The
student must notify the University of their intention to lodge an external appeal within 10 working days from receipt of
the internal appeal outcome.

Following the above and if it has been determined that the student remains financially liable, the University may report them
to debt collection for non-payment of fees

Re-admission:
Students whose enrolments were previously cancelled due to non-payment of fees will not be eligible for re-admission until
outstanding fees are paid.

Refund of student fees

Refunds of tuition fees or other fees will be granted on the basis of an amendment to enrolment (including deferral of offer
or enrolment, leave of absence and withdrawal) on or before the study period census date.

Refunds will not be made for tuition fees or other fees paid by students who withdraw after the study period census date.
Students are liable for the full amount even if they subsequently withdraw during the study period.

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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
If a student has overpaid an invoice, the student can choose to credit the overpayment towards the following study period
or receive a refund of the value of the overpayment

In special circumstances students in FEE-HELP, VET FEE-HELP or VET Student Loan enabled courses may have their
tuition fees refunded or their FEE-HELP HELP or VET Student Loan debt remitted (see below).

Refunds of fees under special circumstances (domestic students in FEE-HELP/VET FEE-HELP and
VET Student Loan enabled courses only)
to be eligible to apply for a refund due to special circumstances:

• The student must have remained enrolled in the subject(s) after the census date
• The student must not have successfully completed the requirements of the subject(s).
• The application must be submitted in writing.
• The application must be made within twelve months from the date the student withdrew from the course or, if the
student did not withdraw from the course, within twelve months from the end of the study period during which the
subject(s) were undertaken. The deadline may be waived if the student submits documentary evidence of the
special circumstances that prevented them from applying within the 12-months

Students applying for a refund due to special circumstances must demonstrate that the circumstances were:

• Beyond their control, and

• Did not make their full impact known until on or after the census date, and
• Such that they made it impracticable to complete the requirements for the subject(s)

A serious illness is an unexpected illness of a serious nature, a recurrence of a chronic illness or an accident with a serious
impact on a student's health. Illnesses, disabilities or medical conditions that existed prior to the census date will not qualify
as grounds for a refund unless compounded by an unexpected change, or an additional condition.

Supporting documentation must:

• Take the form of an original letter or report on letterhead

• Be from a registered treating medical practitioner, registered health practitioner or approved specialist
(depending on the nature of the condition)
• Specify that the illness is serious
• Specify the date that the illness took effect.

Special circumstances include compassionate circumstances such as hardship or trauma including the death or serious
illness of a close family member, severe disruption to domestic arrangements, being a victim of crime or an accident.

Supporting documentation must:

Take the form of an original letter or report on letterhead; and be from:

• a Torrens counsellor who has prior knowledge of the circumstances;

• a registered treating medical practitioner, registered health practitioner or approved specialist (depending on the
nature of the condition)
• a person qualified to assess and support the application (e.g. clergy providing grief counselling);
• a funeral director (or death notice).

Supporting documentation will not be accepted from relatives or personal friends, or friends of the student's family.

Special circumstances such as religious observance or obligations, formal legal commitments, military service, service with
a recognised emergency management service, representing the state or home nation at a significant sporting or cultural
event or unforeseen and significant employment related circumstances such as a move interstate at short notice will usually
be managed through assessment modification rather than as special circumstances application for refund.

When a student applies for refund of fees or re-crediting of FEE-HELP liability and remission of FEE-HELP debts due to
special circumstances supporting documents must be provided. Failure to provide these will result in the student's
application not being assessed as privacy laws prevent Torrens staff from obtaining information about the student's
circumstances from a third party without the student's written consent. Documentary evidence must be original or provided
as certified copies of documents.

Requesting a Refund
To request a refund, students must lodge an Application for Refund to Student Services. This form is available online
(see http://www.torrens.edu.au/policies/) and can be submitted at the campus or by email to
[email protected]

Provider default
Torrens has provisions for students that will take effect if a course can no longer be provided.

In the event that Torrens cancels a student’s enrolment due to provider default, students will be notified in writing and will
be given the option to:

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Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
 • Transfer their enrolment to another course within Torrens or to another study period; or
• Be offered a place in a similar course of study leading to a comparable award with another nominated institution,
with: (1) full credit for the subjects successfully completed at Torrens; and (2) without any requirement to pay the
new provider fees for replacement subject (that is, subjects that the student has commenced but not completed
because the subject ceased to be offered); or
• Request a refund or re-credit of FEE-HELP balance of prepaid tuition fees for those subject(s) not yet completed
and/or commenced.

Requests for refunds of tuition fees or re-crediting of FEE-HELP/VET FEE-HELP/ VET Student Loan balances will be
processed within 20 working days of receiving the request unless a request to transfer enrolment to another course or study
period is received from the student in writing during this period

Appeals
The Student Complaints Policy outlines the appeal mechanism available to students who are not satisfied with
determinations made by Torrens regarding tuition fees. However, the availability of the internal appeal processes does not
remove the right of the student to take action under Australia’s consumer protection laws. Students may seek external
appeal and review by the Administrative Appeals Tribunal (AAT) in relation to decisions about re-crediting a FEE-
HELP balance. The AAT website provides up to date information about fees that apply to lodging an
appeal: http://www.aat.gov.au/

COMPLAINTS AND APPEALS

Torrens Student Complaint Policy recognises that effective complaint management and equitable and transparent review
mechanisms contribute to a positive study environment. Students should feel confident in the knowledge that their
complaints about academic and non-academic matters, or their concerns about the behaviour of others towards them, will
be addressed appropriately, fairly and in a timely manner by the university. Students should also be confident that they
will not be penalised or disadvantaged as a result of lodging a complaint. This policy is designed to ensure that student
complaints are resolved promptly, with sensitivity to all parties, and in accordance with the principles of procedural
fairness.

Torrens is guided by the following principles in resolving all student complaints:

• complaint and appeal procedures will be readily available to ensure that staff and students understand their
rights and responsibilities, including their right to have a support person present at any interview or proceeding
(the support person may be a legal representative or another person of the student’s choosing)
• every opportunity will be provided to resolve complaints informally and quickly at the local level through
mediation and negotiation
• parties to the complaint resolution process will not be disadvantaged as a result of lodging the complaint,
investigating the complaint or responding to the complaint
• the principles of courtesy, mutual respect, confidentiality and procedural fairness will be observed by all parties to
the complaint resolution process
• complaints and appeals will be resolved expeditiously and there will be no direct financial cost to the student
relating to internal review processes
• complaint and appeal procedures will be applied consistently and transparently
• a student’s enrolment will be maintained while the complaint process is ongoing
• the complaint and review process will be well documented, and the results will be communicated to relevant
parties in a timely manner
o students will be provided with a written statement of the outcome of any formal complaints, including full
details of the reasons for the outcome
o records of complaints and reviews will be kept for a minimum of five years
• the complaint resolution process will be used by Torrens to identify areas for improvement in the quality of
services and support it provides to students
• the complaint resolution process does not circumscribe an individual's rights to pursue other legal remedies or to
have their complaint reviewed externally

Types of Complaints

Torrens employs a four-step approach in dealing with all student complaints and appeals, though the procedures and
timelines for dealing with specific types of complaints may be different.

• Academic Complaints - Academic complaints are complaints about the delivery of a student’s enrolled subjects.
Examples include, but are not limited to, dissatisfaction with

• the content of a subject

• the design or delivery of a subject
• the clarity of an assessment item
• the equipment, resources or materials required or recommended for a subject
• feedback provided by a teaching staff member

• Non-Academic Complaints - Non-academic complaints are complaints about the services and facilities provided by
Torrens University Australia Ltd, or about non-academic decisions made by Torrens, usually by professional staff.
Examples of non-academic complaints include, but are not limited to, dissatisfaction with:

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 • a decision to deny a request for a refund under Torrens’s Domestic Student Fees Policy
• a decision to impose penalties for the non-payment and late payment of fees
• the administration of admission, enrolment, examinations and graduation
• services or facilities, such as library borrowing, building access, and support services
• health and safety management
• management of student personal information

• Non-academic complaints also include complaints about unfair treatment committed by another member of Torrens
community which may include: but are not limited to

• discrimination
• harassment
• victimisation
• vilification
• bullying

Complaint Resolution

Consistent with the principles of this policy, and taking into account that some types of complaint are addressed according
to specific policies and procedures, Torrens’s approach to complaint resolution generally involves:

Informal Discussion
Complaints should be resolved informally within 10 working days whenever possible through discussion between the
student and the person directly responsible for the decision or behaviour that is the subject of the student’s complaint. The
complaints should be raised promptly via email, phone or direct conversation. It is the responsibility of both parties to
explore options for resolving the issue as soon as possible after it has been raised and to do so in a courteous and
respectful manner.

In some circumstances, students may not feel comfortable raising their complaint directly with the person who is the subject
of the complaint. Advice on taking the first steps towards resolving a complaint informally is available from the Program
Director (academic complaints) or National Student Support Manager (non-academic complaints).
Complaints do not need to be resolved informally. Students have the option of requesting a formal complaint as the first
step in the complaint resolution process.
Whenever possible, informal complaints will be resolved within 10 working days.
There are no fees for lodging informal complaints.

Formal Complaint
If the issue cannot be resolved informally, or if the student is dissatisfied with the initial decision regarding the matter, they
may ask for formal review of their complaint by completing a Formal Complaint Form, except in circumstances outlined in
section 6.2.1 of the Student Complaints Policy. The completed form must include a clear statement of the grievance,
including all relevant facts, supporting documents and must specify the resolution the student is seeking. These will be
reviewed and decided by:

• the Program Director (or delegate) for academic matters

• the National Student Support Manager (or delegate) for non-academic matters and residential matters

The student will be notified in writing of the outcome, including full details of the reasons for the decision, within 10 working
days of their formal complaint being lodged. Students will be notified of any delays which may occur during the process.
There are no fees for lodging formal complaints.

Reviews and complaints that cannot be assessed as formal complaints

The following matters will be dealt with as an Internal Appeal:

• Decisions made under the Accessibility Policy
• Decisions on student’s request for refund or re-credit on the basis of Special Circumstances (domestic students)
• Decisions made under the Student Conduct Policy
• Decisions to issue the student an Intention to Report due to academic non-progression

Internal Appeal

A student may appeal the outcome of their formal complaint or a decision that is not assessable as a formal complaint
within 20 working days of receiving the written advice, if they believe that the results are unfair or incorrect on one of the
following two grounds:

• the process has been incorrectly followed and/or criteria incorrectly applied, or
• new evidence is available which was not available to the original decision maker.

Appeals on the grounds that the student disagrees with the outcome will not be heard. A student can request a review of a
decision by forwarding a completed Review (Appeal) Form to the Student Complaints team
([email protected]), including the following:

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 • the decision and circumstances the student is requesting be reviewed, and
• an outline of how the policies and procedures have not been followed, and/or
• additional, new, evidence to support the claim, and
• the student’s desired outcome.

The Student Complaints Officer will forward the request to the Vice Chancellor who will assess the submission and take
one of the following options:

• refer the Review back to a formal complaint (under 6.2)

• refer the Review to the appropriate senior staff member for a decision (e.g. the Chief Commercial Officer, Pro Vice-
Chancellor/ Executive Dean or delegate, or Program Director)
• independently investigate the request for a review, or
• refer the Review to the Student Review Panel.

The student will be notified in writing of the outcome, including full details of the reasons of the decision, within 20 working
days of their appeal request being lodged. The Student Complaints Officer will notify student of any delays, which may
occur during the process. There are no fees for requesting internal reviews.

External Appeal
If a student’s complaint against the University has been heard as an internal review (appeal), the only avenue for further
review or appeal is external. No further internal review or appeal is available. In following external avenues for complaint
resolution, students may choose to:

• lodge a complaint with the relevant external agency

Students can seek other external reviews or appeals by seeking assistance from external agencies. Refer to the
External Appeal Procedure for a list of agencies and their contact details.

• Request independent mediation

The student may lodge an external review request with the Resolution Institute via the Student Mediation Scheme
(‘the External Grievance Mediator’).

• Seek a re-assessment of their complaint by an External Reviewer

If a student is dissatisfied with a decision, or manner in which the complaint has been handled by the University,
the student may request the Director, Policy and Academic Governance to refer the complaint for independent
external review. Refer to the External Appeal Procedure for further details, including matters eligible for
consideration by an External Reviewer.

A student with a complaint against the University may seek external review at any stage of the complaint resolution
process, although it is expected that a student will have accessed internal processes before commencing external
proceedings. If the University receives notification that a complaint is the subject of formal external enquiry or legal action,
the internal resolution process will be suspended until the external action is completed. However, in cases of formal
complaints involving sexual harassment and sexual assault, making a police report will not stop the University from acting
on the formal complaint, or issuing an outcome to that complaint (Sexual Harassment and Sexual Assault Prevention
Policy).

Record Keeping
The University keeps appropriate records of all complaints, including documentation relating to formal complaint and
reviews for at least five years, and allows parties to the complaint appropriate access to these records consistent with the
provisions of the Privacy Policy.

Third Party Arrangements

Where Torrens uses third parties for the recruitment of students, a written agreement is in place and is systematically
monitored to ensure compliance.

Where Torrens uses a third party to deliver parts of your course (e.g. First Aid), you will be made aware, in the course
specific information, of the nature of this delivery by the third party with reference to the time and place of delivery and any
associated costs. You will also be made aware of whether the use of another provider will entitle you to apply for course
credit.

DISCLOSURE OF INFORMATION
The student understands and agrees that Torrens may collect personal information (including sensitive and additional
information that may be collected during the course of their study and dealings with Torrens) about them for the purposes of
enrolling them in their selected subject(s) and managing their participation in subject(s) and course(s). The student
understands that Torrens may seek verification directly from the source of documentation they have provided to support
their application. The student understands that Torrens collects this information for the purposes of processing their
application, as well as lawfully providing student data and reports to a number of Commonwealth and State government
departments and authorities when requested, and, with the student’s prior written approval only, to the student’s employer
(where applicable). Torrens will not provide student details to any other parties without obtaining their prior written consent.
The student has the right to access the personal information which Torrens holds in reference to them, subject to
exceptions in relevant privacy legislations.

Sara Charani
A00178911
11
Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343
Appendix A – Non-Tuition Fees

• Refer to the relevant department for the applicable payment methods and cost
• Non-Tuition fees are subject to change each calendar year
• The General Charge section is specific to the course
• No payment is required for the following:
o Having their study outcomes re-assessed
o Deferral of study

What is the charge for? How much is the Charge?

Testamur Replacement Fee $75.00

Academic Transcript Replacement Fee $30.00

Student ID Card Replacement Fee $20.00

Library overdue-fee applied per item (capped at $60.00 total fees for all $0.50c per day per item
items)
Graduation Ticket $255.00

Late Payment Fees $100.00

General charges for all Colleges

Photocopying Fee $0.08c - $0.40c

Printing Fee $0.08c - $0.40c

END OF DOCUMENT

Sara Charani
A00178911
12
Torrens University Australia Limited ABN 99 154 937 005, CRICOS Provider Code: 03389E, RTO No. 41343