Last Updated on 13 March 2023

 

Speaking Schools Australasia is committed to providing a quality service for all organisational stakeholders.

This post summarises the key points of the SSA Credits & Refunds Policy (last updated on 13 March 2023).

Please reach out should you like a copy of the complete Policy to which this post refers.

 

Definitions

For the avoidance of doubt:

• ‘Credits’ refer to monetary amounts which can be claimed for future programs and are usually stored as ‘Vouchers’ on the SSA website; and
• ‘Refunds’ refer to monetary amounts that are returned to the person who paid for a service, usually through the same method that they initially used to pay.

 

Issuing Credits

 

Generally

Generally, SSA will issue credits to parents of students who:

• Are unable to attend a session they have paid for due to a good reason; and
• Raise this with us in advance of the session.

Good reasons for a credit may include (but are not limited to):

• The student is unwell;
• The student is on holiday;
• The student has another important commitment (e.g. school camp, one-off competitions etc.);
• The student has moved home and can no longer attend the classes; and
• Where SSA or its representatives have made an error, and the credit is offered as part of compensation for that error.

If available, SSA will generally offer alternative replacement sessions as a first preference in lieu of a credit.

 

Special Considerations: Holiday Workshops

Credits may be issued for whole days of holiday workshops but are not generally issued for part-days.

 

Special Considerations: Term Programs

Credits may be issued for complete sessions of a term program but are not generally issued for part sessions (unless that part session resulted from SSA’s error).

Unless special circumstances apply, only one credit can be issued per student per term. This will be decided on a case-by-case basis, and will have regard to the following:

• The reason for the requested credit;
• The number of credits previously given;
• The number of classes the student has completed with SSA; and
• Any other consideration deemed pertinent by the decision maker.

 

Special Considerations: Extensions

Extensions to credits may be offered on a case-by-case basis but will generally not extend past Week #6 of the following term.

 

Issuing Refunds

 

Generally

Generally, SSA will issue refunds to parents of students who:

• Are unable to attend a session they have paid for due to a good reason;
• Raise this with us in advance of the session;
• Have not found alternative options (such as a replacement class or credit) to be sufficient; and
• Have been approved for a refund by a relevant General Manager.

Good reasons for a refund may include (but are not limited to):

• The student and/or parent is unhappy with the program;
• There was an incident during a class that substantially impacted the student;
• The student has moved home and is no longer able to attend the class; and
• SSA made changes to the class that impacted the student (e.g. cancellation).

If the reason for the refund is that the student and/or parent is unhappy with the program or that an incident occurred that substantially impacted the student, the relevant General Manager will reach out to them to discuss the issues before a refund is approved.

 

Special Considerations: Holiday Workshops

Refunds may be issued for whole days of holiday workshops with the approval of the relevant General Manager, but are not generally issued for part-days.

 

Special Considerations: Term Programs

Refunds may be issued for complete sessions of a term program with the approval of the relevant General Manager, but are not generally issued for part sessions.

 

Abusive Conduct

SSA will generally not offer credits or refunds to parents who have engaged in abusive behaviour unless required to do under the Australian Consumer Law.

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