Policies and Documents
1. Refunds Policy
If Ride the Reef cannot fulfil the training and assessments you booked due to weather related, mechanical issues or illness of our Boat Training Person you will have the option to transfer to another course provided there is vacancy on the alternative day or a refund of monies paid.
If you want to transfer to another course, and notification was given prior to 24 hours before your course start date, you can transfer to another course providing there is space availability.
If you want to transfer to another course, and contact with Ride the Reef was within the 24 hour window before the course start time, unless there is compelling reasons, we will charge a rebooking fee of 25% of the original fee. It is expected students will complete the online, practical training and assessment within 6 months.
If a change to the fee structure has occurred during this time then at the 6-month anniversary you will attract any difference in fee dues. If you are participating in the online theory curriculum and you have commenced the course, we consider you to have started your program. By mutual agreement transfers to other dates will be permitted.
If you are assessed to be ‘Not Yet Competent’ you are entitled to additional training, by mutual agreement, and one extra assessment attempt of both the Theory and Practical assessments before a retraining fee is required. The Theory can be attempted on the day of first attempt after retraining. The Practical assessment, if not passed, often just requires extra training, which we can organise by mutual agreement. However the test cannot be done until the following day, at the earliest.
2. Complaints Management
Ride the Reef Pty Ltd is committed to providing a confidential complaints and appeals handling procedure for all students.
It is our policy to ensure a fair, effective and timely outcome within the limits of the regulatory boundaries imposed on Ride the Reef.
Most complaints can be categorized into one of two groups, as listed below with the guidelines to be followed.
Academic Matters
These include those relating to student progress, assessment, course content or awards.
- If you are unhappy or feel your assessment is incorrect, training was insufficient, or some other issue that impeded your academic achievement please discuss this with your trainer for clarification and explanation.
- Assessments by for the RMDL and the PWDL have required regulated competency standards and are not able to be adjusted by the assessor. Some changes to the context or method of assessments are allowed for some students with legally bound requirements, but these cannot change the standard of the competency required.
- If you feel this was not the issue and would like to appeal the decision, please fill in the Complaints form marking the Appeals checkbox (all academic appeals are automatically confidential). We will contact you within 10 days to discuss and resolve.
- Often the trainer has the scope to offer retraining and another assessment, at a mutually convenient time and place, within the constrictions placed on Ride the Reef by the regulator. If a competency issue, (1) one retraining/resit without a fee is permitted.
- Finally, you may appeal to the regulator of the BoatSafe program. This can be done through Maritime Safety Queensland as they are the governing body for Recreational Licencing in Queensland.
Non-academic Issues
These issues relate to such as bookings, administration functions and support services.
- Discuss the issue with the trainer of your course or contact our administration. Sometimes a simple misunderstanding can be easily resolved so we encourage students to discuss with our Trainer/Assessor in the first instance. These personnel are authorised by Ride the Reef to address most issues within regulatory limits and up to a full refund of the course if the issue warrants it.
- Weather delays, cancellations or equipment breakdowns do happen and whilst we maintain our vessels and equipment to the highest standards, sometimes we need to cancel a course as it is the safest option. We always put your safety first and we will reschedule training and assessments to a mutually convenient future course or time.
- If you are still not satisfied, please make a written complaint on the ‘Course Evaluation’ form (see Appendix for form), ticking the complaint box. This will be treated confidentially, if the check box is marked and sent directly to the administrator email on the form. We will respond not later than 10 days from receipt with a resolution.
- If still not satisfied you can make a complaint to Maritime Safety Queensland as they are the governing body for Recreational Licencing in Queensland.
