Last updated October 2021
The Duke of Edinburgh’s International Award – Australia (the National Award Operator/NAO) recognises its obligations to consumer guarantee under Australian Consumer Law as part of the services it provides to young people. This policy predominately pertains to the Participant registration fee and the management of funds held in the open payment gateway (OPG).
Purpose of the Policy
This policy outlines the conditions in which refunds may be provided, the management process, and obligations of the National Award Office (NAO) and Award Operating Authority (AOA/Division).
1. All Participant Registrations
1.1 All Award Centres must apply to their respective AOA for any refund requests.
1.2: The AOA is to review the reasons given for the refund and if they support these, the AOA may apply to the NAO for full and partial refunds using the NAO nominated request procedure. The NAO will review all such requests.
1.3: The NAO may approve a full and partial refund request in the following circumstances:
1.3.1: Where the Participant changes Award Level
1.3.2: Where the Participant changes AOA
1.3.3: Where there has been some form of overpayment
1.3.4: For duplicate registration and payment
1.3.5: Significant Injury
1.3.6: Financial Difficulties
1.4: The NAO has no obligation to refund a Participant for change of mind and it will not refund a Participant for change of mind.
1.5: The AOA can arrange for partial refunds of Participant registration fees at its discretion. In such circumstances, the AOA will still be liable for the National Levey portion owed to the NAO, unless otherwise agreed with the NAO.
1.6: The NAO retains the right to alter item 1.5 of this policy when extenuating circumstances apply, as determined by the NAO and in consultation with the relevant AOA(s) and provide a full refund.
2. Registrations that have not been approved by the Award Centre
2.1: If and when an Award Centre has not accepted/not approved a Participant registration within a reasonable timeframe (60 days):
2.1.1: The NAO has an obligation to refund Participant registrations paid online via the payment gateway (i.e. “online’’)
2.1.2: The AOA has an obligation to refund Participant registrations not paid via the payment gateway (i.e. ‘offline’) where the Award Centre has already paid to the AOA.
2.1.3: The Award Centre has an obligation to refund Participant registrations not paid via the payment gateway (i.e. ‘offline’) where the Award Centre has not yet paid the AOA.
2.2: The AOA is responsible for ensuring all of its Participant’s registrations are approved within the reasonable timeframe defined as 60 days. This timeframe is from when the Participant registered on the Online Record Book to commence an Award, and includes delays and rejections.
2.3: Where a refund is approved for a Participant registration with an online payment, the NAO will provide a refund in the same form as the original payment.
2.4: Where a refund is approved for the Award Centre/Participant registration with an offline payment, the AOA is responsible for refunding the Participant directly.
3. Registrations that have been approved by the Award Centre
3.1: Where a refund is approved by the NAO for a Participant registration with an online payment, the NAO will provide the refund in the same form as the original payment and the AOA(s) will return their portion of that registration fee to the NAO, unless otherwise agreed.
3.2: Where a refund is approved by the NAO for the Award Centre/Participant registration with an offline payment, the AOA is responsible for refunding the Participant directly and the NAO will return the National Levy portion of that registration fee to the AOA.