Equal opportunities provision

All assistance will be given to people with language, literacy and numeracy difficulties. This includes directing students/clients to the relevant government agencies for assistance.

People with literacy or numeracy difficulties will be allowed extra time (where available within the timeframe allowed for the course, including extra time after hours) with the trainer on an individual basis, to aid with understanding of the content.

If you feel you would have any difficulty meeting these levels please contact the trainer or the office to arrange a confidential interview with the trainer. It is the policy of Miro Training Centre to give assistance and guidance to all our clients and courses can be adapted to meet the needs of those with Language, Literacy & numeracy needs.

Bookings Policy

This policy sets out the circumstance and procedure to confirm a student booking.

Bookings can be made via the phone or email correspondence.

Bookings for truck lessons/packages are only secured once payment is made in full.  If you required a payment plan, please contact us directly to discuss.

Bookings for instruction courses are only secured once a $500 deposit has been made. Once your booking has been made, you will need to provide your full name, email and phone number for receipting purposes.

Payments can be made over the phone, via bank transfer or in person. Please note that should you wish to do a bank transfer, please ensure 3 – 5 business days allowance to ensure your payment is made on time.

Quotes are valid for 7 days.

All prices quoted refer to the price per person, unless otherwise stated.

Once training has commenced no refund is available to those who leave prior to finishing the course/competency unless the participant can provide a medical certificate or show extreme personal hardship. In this case, any paid fees may be refunded on a pro-rata basis, minus a 20% administration/material fee. However, if a student wishes to complete a course/competency in a future course, the remainder of the original fee can be credited towards that course, providing the course is within six (6) months of the original course. Should Miro Training Centre cancel a course, students/clients can transfer to another course or a refund is available for any prepaid booking fee.

Cancellation, Re-scheduling and Refund Policy

Purpose of this policy

This policy sets out the circumstances where a student is entitled to a refund and the procedure the student must follow to withdraw from a course.

This policy is applicable to students with a confirmed enrolment. A confirmed enrolment is one where the student has paid a deposit to lock in a training session. All deposits must be made a minimum of 48 hours prior to training, unless the student has booked in on the day. In these situations, a credit card security must be taken.

Cancellation

All cancellations are subject to a $150 administration fee, regardless of timeframe of when the cancellation is made.

Rescheduling

Students may re-schedule their training sessions in the following circumstances

  • Re-scheduling prior to course start.

Students may re-schedule their training session a maximum of 1 time if there is a minimum of 48 hours’ notice. The notice must be made in writing and an acknowledgement of the written notice from Miro Training Centre must be received by the student. The student will have 48 hours to negotiate a new training session, or the re-scheduling will be considered a cancellation.

Should a student wish to re-schedule after the 1st time, an administration fee of $100 will apply

  • Re-scheduling after the 48-hour window

Students who wish to re-schedule within 48 hours of their start time are subject to a $100 -rescheduling fee. Should a student only advise of their wish to re-schedule after their start time, their deposit will be forfeited.

Refunds

We understand that circumstances sometimes change.  Please understand that at the time of your booking, a trainer has put time aside, dedicated to you to assist you with your goal.  Further, an administrator has dedicated time and effort to verify your eligibility to undergo training.  As such, it isn’t possible to refund all monies that have been transacted.  Based on this, refunds will only be made in the following circumstances

  • Cancellation prior to course start – refunds will only be processed if the student advises they are unable to attend a minimum of 48 hours prior to the course start. A processing fee of $150 will apply.

Cancellation after the 48-hour window – there are no refunds within 48 hours of the training start time. Should a student wish to cancel after their start time of their course, then their deposit will be forfeited.

  • Cancellation prior to course start

Refunds will only be processed if the student advises they are unable to attend a minimum of 48 hours prior to the course start. A processing fee of $150 will apply.

  • Cancellation after the 48-hour window

There are no refunds within 48 hours of the training start time. Should a student wish to cancel after their start time of their course, then their deposit will be forfeited.

Medical circumstances

Should there be a medical reason for non-attendance, then a medical certificate will need to be produced. Refunds in this circumstance will be assessed on a case by case scenario. A processing fee of a minimum of $100 will apply.

Complaints

Miro training centre takes verbal complaints seriously and will do all they can to resolve issues. During the process we urge all parties to remain open, calm and behave in a non-defensive manner.

On initial receipt of a verbal complaint the trainer will listen to the participant and make a determination as to whether there is validity to the complaint. If possible, the complaint is to be resolved at this stage, without compromise to the integrity of the competency standards or Miro Training Centre. At this point, the complaint will be recorded (Form F005-1) by an employee of Miro Training Centre and copied in triplicate.

Unresolved complaints will then to be reviewed by a director of Miro Training Centre and a determination made as to the validity of the complaint. The determination will be completed within 14 days, and the participant will be notified of the result of the review with a full explanation. A copy of the results and any correspondence to the participant is to be made and filed in the student’s file. The director must include in the correspondence to the participant information that if ‘he/she is not satisfied with the result of the review a further request for review can be made to the director of Miro Training Centre who will then forward the details of the complaint to an independent person (someone not involved in the process to this stage) who will check the validity of the reasons for the decision and reply within 14 days.

The complainant has the option to use an independent mediator of his/her own choice to liaise with a director from Miro Training Centre. If the complaint is of a nature to preclude the assessor from making an objective decision eg: in regards to the conduct of the Assessor/staff, then the complaint is to be immediately directed to a director of Miro Training Centre for action.

Appeals

On initial receipt of an appeal the trainer will arrange an interview with the participant and clarify the details of the appeal. During the process we urge all parties to remain open, calm and behave in a non-defensive manner. If possible, the appeal is to be resolved at this stage, giving full details of the reasons for the decision, without compromise to the integrity of the competency standard or Miro Training Centre.

An employee of Miro Training Centre is then to complete in the appropriate form (Appeal Form F006-1) recording the appeal and any preliminary results. If the appeal cannot be resolved at this time the appeal is then to be taken to a director of Miro Training Centre who will arrange for an independent panel of not less the two qualified assessors to reassess all the relevant material and make a determination as to the whether the material meets the principles of assessment.

The participant may provide an independent assessor to join the panel. Any assessor involved in the original assessment cannot be involved in this panel except to answer any queries the panel might have in regards to the original decision. This must be done as soon as possible but must be completed within 14 days of receipt of the complaint/appeal. The participant will then be notified of the result of the appeal and a full explanation of the reasons for the decision is to be made.