POLICY AND PROCEDURE

This

REFUND AND EXCESS PAYMENTS (CREDIT BALANCES)

Policy Statement | Procedure | Responsibilities | Definitions | Related Legislation and Documents

PURPOSE

This document outlines the circumstances in which a refund of fees or credit balances would be applicable.
This document provides guidance to staff, students and others on the administration and management of student
refunds and credit balances and outlines when CQUniversity will refund fees or credit balances to all applicants
and students who have a credit balance on their account.
All practical means will be undertaken to process refund applications within the timelines described in this
document.
Appropriate procedures have been developed to ensure adequate controls are in place to minimise delays and
process all applications according to the requirements outlined in this document.

SCOPE

This policy and procedure applies to all applicants seeking a place at CQUniversity Australia and to current and
former students of CQUniversity Australia (with the exception of TAFE@CQUniversity and Train@CQUniversity
students), both full fee paying and Commonwealth-supported or assisted.
th

EFFECTIVE DATE

LEGISLATIVE AUTHORITY

13 October 2014

Central Queensland University Act 1998 Qld

Higher Education Support Act 2003 Cwlth
Higher Education Funding Act 1989 Cwlth
Education Services for Overseas Students Act 2000 Cwlth
National Code of Practice
Universities Australias AVCC Code of Practice in the Provision of Education to International Students by Australian
Universities (CQUniversity is a signatory)
The University is not governed by s97 of the Financial Accountability Act 2009 and may retain unclaimed funds.

POLICY STATEMENT

Student refunds and credits balances are administered and managed in accordance with the Higher Education
Support Act 2003 Cwlth and Higher Education Funding Act 1989 Cwlth.
The document provides guidance to applicants, students and staff on the circumstances where CQUniversity
Australia will refund credit balances.

Refund and Excess Payments (Credit Balances) Policy and Procedure

Reference Number/Code: 2142

Effective Date: 13/10/2014

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PROCEDURE

Payment of Refunds
6.1

The University will pay any eligible refund within:

the time periods specified in the ESOS Act 2000 for all international applicants and students; or
20 working days for all other applicants and students
on receipt of a legible, complete and correct written application, including supporting documentation if
required.

Applying for a Refund

6.2

Any applicant or student applying for a refund must complete the Refund Request Form. If the refund is to
be paid to someone other than the applicant or student, the Refund Request Form - Alternative Payee must
also be completed by the applicant or student. If the refund is to be paid offshore by International Money
Transfer in a currency other than Australian Dollars, the Refund Request Form International Money
Transfer must also be completed. Some applicants and students may need to complete all three forms.

6.3

If an international applicants visa application is unsuccessful, the applicant must attach a copy of the official
notification of rejection of the visa application to the Refund Request Form.

6.4

Refund Requests submitted for any other reason must include supporting documentation, not limited to but
may include copy of plane tickets/boarding passes, passport bio-data and signature page, medical
certificates etc.

6.5

Refund Requests will not be considered as complete until all required documentation has been provided,
and must be accompanied by an Application for Cancellation of Program (as applicable).

6.6

Forms are to be submitted to the Campus Administration at which the student is enrolled or to which the
applicant has applied.

Withdrawal without Financial Penalty

6.7

All students withdrawing after the census date due to exceptional or extenuating circumstances should read
the Removal of Financial Penalty due to Special Circumstances Policy and Principles, Student Eligibility
Requirements for removal of financial liability attached to the application form, and lodge an Application for
removal of financial liability due to special circumstances with their refund application. Each application will
be considered on a case by case basis by the University Secretary or nominee.

International Students who Obtain Australian Permanent Resident Status

6.8

Permanent resident status is recognised once the University receives written notification and supporting
documentation confirming the status and will be effective from a date no earlier than the date stamped on the
students passport.

6.9

If the student has already paid the international tuition fee for the term, a refund of the difference (if any)
between the international fee and domestic tuition fee will be paid less any outstanding charges.

6.10 If the student has already paid the international tuition fee for the term and has become a Commonwealth
supported student, a refund will be paid less any outstanding charges.
6.11 If the student has already paid the international tuition fee for the term but withdraws from the program prior
to the census date, all tuition fees paid are refundable.
6.12 If a student obtains permanent resident status after the census date in a term, the student will remain
classified as an international student for the remainder of that term and will be liable to pay the international
tuition fee for that term. From the following term, the student will be classified as a permanent resident.
*CQUniversity does not enrol Commonwealth Supported students on its offshore delivery sites.
Refund and Excess Payments (Credit Balances) Policy and Procedure
Reference Number/Code: 2142

Effective Date: 13/10/2014

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Credit Balances and Payment Methods

6.13 Refund amounts are calculated after all outstanding debts to CQUniversity have been paid and after
clearance of all relevant cheques and receipt of all relevant telegraphic transfers or direct deposits.
6.14 Credit amounts, address and contact details can be reviewed using the CQUCentral Student Centre facility
provided by the University at: http://cqucentral.cqu.edu.au or by submitting an enquiry to the Student
Admissions, Advice and Retention Centre at http://contactus.cqu.edu.au.
6.15 The students preferred payment method will be taken into consideration at the time of processing the refund.
However, the final determination of payment method will be at the Universitys discretion.
6.16 A refund will normally be made in the currency of your country of permanent residence and payable in that
country. Exceptions include non-tradable currencies (where the refund would normally then be paid in USD)
or payment to another Australian education institution. CQUniversity is not liable for any variance due to
foreign exchange rate fluctuations. Wherever practicable, all payments to Australian Bank Accounts will be
by Electronic Funds Transfer (EFT) and all payments to International Bank Accounts will be by International
Money Transfer (IMT). Amounts less than US$100 equivalent will only be paid in Australian Dollars to an
Australian Bank Account. Amounts less than $5.00 will not be refunded.
6.17 Administrative fees will be calculated using the current Tuition Fee Schedule when the Schedule for the
appropriate commencement year has not yet been approved.
6.18 Any equipment loaned to you for your use during your program must be returned in an appropriate condition,
or the replacement value of the item will be deducted from any refund amount.
6.19 Credit amounts on a students account up to and including $100.00AUD will be forfeited to the University if
unclaimed once the students program status has been inactive for more than one term.
6.20 Students with unclaimed credit amounts greater than $100.00AUD will be notified in writing of their credit
amount once the students program status has been inactive for more than one term. If refund applications
are not received within 12 weeks of the date of the written communication credit balances will be deemed as
unclaimed and forfeited to the University.

Unclaimed Refunds
6.21 In the event that payment is not received by the recipient, the recipient must advise the University of the
circumstances. The University will make representation through its bankers to either have the payment
negotiated or arrange for the return of funds to CQUniversity before issuing a replacement payment. The
University will re-credit the remaining funds to the students account, less any bank charges. Students will
be required to re-apply for these refunds.
6.22 Bank charges may be incurred by the recipient of the payment. These charges are imposed by the banking
institutions and are deducted from the payment made by the University. The University has no control over
such charges and therefore does not bear any responsibility for amounts deducted.
6.23 Where bank charges are incurred by the University as a result of the student providing incorrect or
incomplete details regarding their bank account, alternative payee or any other information these charges
will be deducted from the refund paid to the student.

Program Fees Domestic students and applicants

Prior to the census date
6.24 Where students withdraw from a program or courses prior to the census date, any upfront Student
Contribution Amount, Tuition Fee or Student Services and Amenities Fee already paid to the University for
that term may be refunded in full.

Refund and Excess Payments (Credit Balances) Policy and Procedure

Reference Number/Code: 2142

Effective Date: 13/10/2014

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After the census date

6.25 Where students withdraw from a program or courses after the census date any upfront Student Contribution
Amount or Tuition Fee paid may be refunded only in special circumstances, otherwise, no refund will be
payable.

Refunds for CQUniversity programs excluding English Language Centre Programs

Full refunds
6.26 A full refund of all tuition fees paid for future study terms (including fees for programs to be undertaken in
future study terms as part of a packaged offer) will be made:
a) in the event that the offer set out in the International Student Agreement (the Agreement) is withdrawn by
CQUniversity prior to your enrolment for the program;
b) where CQUniversity is unable to provide the program in the Agreement and you do not accept an
alternate program;
c) where you are a new commencing student and withdraw from your program more than four (4) weeks
prior to the commencement of the teaching term or period;
d) when illness or disability prevents you from commencing study in a program in the Agreement;
e) when death of a close family member (parent, sibling, spouse or child) occurs and this prevents you from
commencing the program;
f) at the discretion of the Coordinator Student Fees and Records at CQUniversity, when other special or
extenuating personal circumstances (including but not limited to political, civil and natural events or
traumatic events) prevent you from commencing a program;
g) where you have been excluded by CQUniversity for failure to meet program progression rules or for
disciplinary reasons (but only in respect of fees paid for that part of the program not yet delivered at the
date the exclusion takes effect); or
h) if you are a continuing student and re-enrol, then withdraw before the Census date as published in the
approved Academic Calendar for that year.
i) you have a credit balance on your account and are not liable for an administrative fee.
6.27 Independent documentary evidence must be provided in support of an application for a refund under
provisions d), e) and f) above.

Partial refunds
6.28 A partial refund of the tuition fees paid for current and future study terms will be made to you if:
a) you give less than four weeks notice prior to the commencement of the teaching term or period of your
inability to undertake the program;
b) you did not satisfy a condition of your offer of admission;
c) you are transferring to another provider after being granted release or having completed six months of
study in your principal program; or
d) there is a refusal by the Australian Government authorities to grant you a visa, or a visa extension and the
refusal was a reason that directly or indirectly caused you to default under the Agreement.
6.29 An Application for Cancellation of Program must accompany refund requests when the student will not be
commencing or is discontinuing study at CQUniversity. In cases a) and b) above, referring to both packaged
and non-packaged offers and enrolment, CQUniversity will refund the tuition fee paid for the relevant study
term (and any fees for programs to be undertaken in future study terms as part of a packaged offer), less an
administrative fee of A$500 per program now not to be undertaken.
6.30 In the cases c) and d) above, referring to both packaged and non-packaged offers and enrolment,
CQUniversity will refund the tuition fee paid for the relevant study term (and any fees for programs to be
undertaken in future study terms as part of a packaged offer), less an administrative fee.

Refund and Excess Payments (Credit Balances) Policy and Procedure

Reference Number/Code: 2142

Effective Date: 13/10/2014

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6.31 This administration fee shall be the lesser of:

a) 5% of the total amount of tuition fees due that CQUniversity has received before the day of default in
respect of the program(s) now not being undertaken; and
b) the amount of A$500.
6.32 If, after accepting an offer of a place in a CQUniversity program, an applicant (prior to enrolment)
successfully defers the commencement term, but subsequently gives written notice of an inability commence
in the future term, tuition fees are refundable as outlined in 6.26 to 6.31.

No refund
6.33 There will not be any refund of tuition fees paid if you:
a) withdraw from a program after the Census date of the study term for which you are enrolled, you will only
be refunded any tuition fees paid in advance for future study terms#;
b) are otherwise in breach of the Agreement;
c) in lieu of refund, elect to accept enrolment in an alternate program offered to you by CQUniversity where
CQUniversity is unable to provide the original program; or
d) if CQUniversity is prohibited from doing so by relevant sanctions laws.
6.34 In all cases except for d), however, CQUniversity will refund any tuition fees paid in advance for future study
terms not now to be undertaken, less an administrative fee of $500. #Except where exceptional
circumstances apply. Refer to the Withdrawal without Academic Penalty and Removal of Financial Liability
(due to Special Circumstances) at http://www.cqu.edu.au/student-life/new-students/studentforms/international-students

Refunds for CQUniversity English Language Centre Programs

Full refunds
6.35 A full refund of tuition fees paid for future study terms will be made:
a) if CQUniversity does not accept your application for enrolment;
b) where CQUniversity is unable to provide the program in the Agreement and you do not accept an
alternate program
c) when death of a close family member (parent, sibling, spouse or child), or other exceptional
circumstances occurs and this prevents you from commencing.

Partial refunds
6.36 A partial refund will be made if:
a) you give written notice of cancellation of your enrolment in the program; and where that notice is received
by CQUniversity prior to the commencement of the program; or
b) there is a refusal by the Australian Government authorities to grant you a visa and the refusal was a
reason that directly or indirectly caused you to default under the Agreement.
c) If CQUniversity makes this offer on the basis of incorrect, incomplete or fraudulent information being
supplied by you and the Agreement is terminated prior to commencement of any study.
6.37 In case a) above, CQUniversity will refund the tuition fees paid for future study terms less an administration
fee of $250 for each ELICOS course not proceeded with.
6.38 In cases b) and c) above, CQUniversity will refund the tuition fee paid for the relevant study term (and any
fees for programs to be undertaken in future study terms as part of a packaged offer), less an administration
fee. This administration fee shall be the lesser of:
a) 5% of the total amount of tuition fees due that CQUniversity has received before the day of default in
respect of the program(s) now not being undertaken; and
b) the amount of A$500.

Refund and Excess Payments (Credit Balances) Policy and Procedure

Reference Number/Code: 2142

Effective Date: 13/10/2014

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No refund
6.39 No refund of tuition fees paid will be made:
a) if you fail to enrol in your program#;
b) written notice of your cancellation of enrolment in the program is received by CQUniversity after the
commencement of the program#;
c) if you are otherwise in breach of the Agreement;
d) if in lieu of refund, you elect to accept enrolment in an alternate program offered to you by CQUniversity
where CQUniversity is unable to provide the original program; or
e) if CQUniversity is prohibited from doing so by relevant sanctions laws.
6.40 In cases (a) and (b) however, CQUniversity will refund any tuition fees paid in advance for future study terms
not now to be undertaken less an administrative fee. # Except where exceptional circumstances apply. Refer
to the Withdrawal without Academic Penalty and Review of Removal of Financial Liability (due to Special
Circumstances) at http://www.cqu.edu.au/student-life/new-students/student-forms/international-students

Transfer of fees in lieu of refund

6.41 In lieu of a refund being paid to you, tuition fees paid by you may be transferable to formal award programs
at CQUniversity provided that:
a) no transfers will be made to another English Language program provider, any other institution other than
CQUniversity, or for or on behalf of any other student;
b) you must request such a transfer, in writing, to CQUniversity
c) you meet English proficiency requirements prior to completion of the ELICOS program
d) you must provide to CQUniversity evidence of acceptance into a formal award program, and
e) in the event of such a transfer, CQUniversity may retain the applicable administration fee for each
program you will not now be undertaking.

Students enrolled with Offshore Partners

6.42 Special conditions and administrative arrangements apply for students who are enrolled through an Offshore
Partner program. Students should contact their local administrator for further details.

Appeals
6.43 If a student believes the University has not honoured its stated fee refund and excess payments policy, or
not all of the relevant information has been taken into account, the student may appeal the decision through
an independent dispute resolution body as advised by the University for that campus or study centre.
Further information regarding this process is available within the Universitys Student Complaints Policy and
Procedures. The outcome of the appeal will be advised by letter.
6.44 If a student makes use of the Universitys approved dispute resolution procedures in connection with a
refund, this does not limit their right to pursue other legal remedies.

Consumer Protection
6.45 This document does not remove the right to take further action under Australias consumer protection laws.

Deceased Students
6.46 The personal legal representative of the Deceased Estate must apply for any excess payments which are to
be refunded. The administrators must supply details about who the refund is payable to. The University
reserves the right to request official documentation to support any such claims.
6.47 If the deceased student has a nationality other than Australian, the University may be required to investigate
the legal requirements of that country. This can be a lengthy and time consuming process which cannot be
estimated and will vary between countries and circumstances.
Refund and Excess Payments (Credit Balances) Policy and Procedure
Reference Number/Code: 2142

Effective Date: 13/10/2014

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6.48 Refunds will only be processed once all requirements of the University and the country of nationality have
been fulfilled. When the University is satisfied with all information received, it will endeavour to process the
refund within the time period detailed in this policy.

Living and Other Expenses

6.49 In circumstances whereby a students living or other expenses have been paid to CQUniversity in lieu of the
student, the University will refund the monies upon application and provision of sufficient supporting
documentation.

Refunds Not Included Elsewhere

6.50 Applications for refunds that are not covered by any of the provisions of this Policy and Procedure will be
determined on a case-by-case basis, initially by the Coordinator, Student Fees and Records, Student
Governance Centre, CQUniversity, Rockhampton.

RESPONSIBILITIES

Compliance, Monitoring and Review

7.1

It is the responsibility of the Manager, Student Governance Centre and the Accounts Receivable and
Accounts Payable Managers to ensure that the University's financial practices and legislative requirements
are consistent with this statement. This document will be reviewed regularly and revision will be made, if
warranted.

7.2

If at any time the Manager, Student Governance Centre considers that the policy objectives cannot be met,
notice in writing should be sent to the University Secretary.

7.3

The University Secretary has overall responsibility for ensuring these procedures are followed.

Reporting
7.4

The Manager Student Governance Centre and the Accounts Receivable and Accounts Payable Managers,
Financial Services Division, are responsible for ensuring compliance with policy and procedures. Monitoring
will occur through a two stage approval process and both internal and external audits carried out on an
annual basis.

Records Management
7.5

All records relevant to this document are to be maintained in a recognised University recordkeeping system.

DEFINITIONS

All terminology used within this policy is consistent with definitions in the CQUniversity Glossary. Refer to the
University glossary for the definition of terms used in this policy and procedure.

RELATED LEGISLATION AND DOCUMENTS

Related Policy Document Suite

Refund Request Form
Refund Request Form International Money Transfer
Refund Request Form Alternative Payee
Removal of Financial Liability due to Special Circumstances Policy, Principles and Procedures
Student Complaint Policy and Procedures.

Refund and Excess Payments (Credit Balances) Policy and Procedure

Reference Number/Code: 2142

Effective Date: 13/10/2014

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Related Legislation and Supporting Documents

Higher Education Support Act (HESA)
Higher Education Funding Act (HEFA)
Education Services for Overseas Students (ESOS) Act 2000
AVCC Code of Practice in the Provision of Education to International Students by Australian Universities
National Code of Practice 2007
Approval and Review

Details

Approval Authority
Advisory Committee to Approval Authority
Administrator
Next Review Date

Council
Audit, Compliance and Risk Committee
Deputy Vice-Chancellor (Student Experience and Governance)
29/09/2017

Approval and Amendment History

Details

Original Approval Authority and Date

Amendment Authority and Date

Council 30/05/2011
Minor amendments Academic Registrar 29/05/2012; Position titles updated 7
August 2013; Council 29/09/2014.

Refund and Excess Payments (Credit Balances) Policy and Procedure

Reference Number/Code: 2142

Effective Date: 13/10/2014

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