Our refund policy, complaints/appeals processes, student support, your responsibilities and rights as a student.


This page is designed to provide prospective students with information about the services provided by Coastal OHS Services and our approach to providing you a safe, fair and supported environment to participate in training and assessment. This page does not provide you with specific information about a particular course offered by Coastal OHS Services.

Our Mission

Coastal OHS Services mission is to deliver quality training assessment that meets the needs of learners and industry. In recognition of this mission, our objectives are:
  • People
We strive to attract, recruit and retain talented, competent and committed people. We promote excellent performance through leadership and professional development.
  • Safety and equality
We are committed to providing an environment which is safe, equitable and which promotes a confident and productive training and assessment environment.
  • Integrity and ethics
We conduct ourselves in accordance with shared and agreed standards of behaviour which holds ethical conduct and integrity as our highest priorities.
  • Quality committed
We aspire to deliver consistent, high quality services and apply quality systems which support training and assessment excellence.
  • Learner Centred
We thrive on providing training and assessment that is learner centred and which supports lifelong learning. We respect our clients and strive to attract them time after time through high quality training and assessment experiences.
  • Industry Engagement
We recognise the value of industry engagement as the driving force in shaping our training and assessment strategies. We deliver training and assessment services which are founded on industry needs and expectations.

Our Expectation of You

Coastal OHS Services expects you to:
  • Contribute
Contribute to learning in a harmonious and positive manner irrespective of gender, race, sexual preference, political affiliation, marital status, disability or religious belief.
  • Comply with rules
Comply with the rules and regulations of Coastal OHS Services.
  • Be honest
Be honest and respectful, which includes not falsifying work or information and not conducting yourself in any way that may cause injury or offence to others.
  • Be responsible
Be responsible for your own learning and development by participating actively and positively and by ensuring that you maintain progress with learning modules.
  • Monitor your progress
Monitor your own progress by ensuring that assessment deadlines are observed.
  • Utilise facilities
Utilise facilities and Coastal OHS Services publications with respect and to honour our copyrights and prevent our publication from being distributed to unauthorised persons.
  • Be respectful
Be respectful of other students and Coastal OHS Services staff members and their right to privacy and confidentiality

Your Safety

Coastal OHS Services is committed to providing you a safe environment in which to participate in training and assessment. The following guidelines are provided as a basis for safe practice in the training environment:
  • Know and observe details of emergency response and evacuation plans;
  • Do not undertake activities which may cause injury to self or others;
  • Be responsible for your own actions;
  • No smoking at the training and assessment facilities or offices;
  • Report all potential hazards, accidents and near misses to the RTO staff;
  • No consumption of alcohol within training and assessment facilities or during the conduct of training and assessment;
  • Keep training and assessment areas neat and tidy at all times;
  • Seek assistance if you volunteer to lift items e.g. move furniture in a training area; and
  • Observe hygiene standards particularly in eating and bathroom areas.

Electrical equipment

Electrical equipment that is not working should be reported to RTO staff.
Electrical work should only be performed by appropriately licensed or trained personnel. Students, trainers and assessors should not undertake any task related to fixing electrical equipment such as lighting or electrical training aids.

Fire safety

Coastal OHS Services will undertake to communicate the procedures involved in evacuation and the location of fire equipment to students at each facility for each training and assessment event; and to users of the office at least twice each year.
All users of a training and assessment facility need to be familiar with the location of all EXITS and fire extinguishers. Users will consult available maps to determine location. It is the user’s responsibility to understand fire drill procedures displayed around the premises. Users can be asked to attend any sessions on fire safety procedures and the use of fire safety devices.

First Aid

Provision for first aid facilities are available where training is delivered. All accidents must be reported to staff. The accident and any aid administered must be recorded by staff involved.


Students, trainers and assessors are encouraged not to lift anything related to the training and assessment provided by Coastal OHS Services unless they do so voluntarily and taking all responsibility for any injury caused. Never attempt to lift anything that is beyond your capacity. Always bend the knees and keep the back straight when picking up items. If you have experienced back problems in the past do not attempt to lift heavy objects at all. Ask someone else to do it for you.

Work and study areas

Always ensure that all work areas are clean and clear of clutter so as to avoid the danger of accident by tripping or falling over. Place all rubbish in the bins provided. Do not sit or climb on any desks or tables.

Your Equity

Coastal OHS Services is committed to ensuring that the training and assessment environment is free from discrimination and harassment. All Coastal OHS Services staff are aware that discrimination and harassment will not be tolerated under any circumstances. In the event that discrimination and harassment is found to have occurred disciplinary action will be taken against any staff member who breaches this policy. Suspected criminal behaviour will be reported to police authorities immediately. Students should expect fair and friendly behaviour from Coastal OHS Services staff members and we apply complaint handling procedures advocated by the Australian Human Rights and Equal Opportunity Commission.
Students who feel that they have been discriminated against or harassed should report this information to a staff member of Coastal OHS Services that they feel they can trust. This will initiate a complaints handling procedure which will be fair and transparent and will protect your rights as a complainant. Alternatively, if a student wishes to report an instance of discrimination or harassment to an agency external to Coastal OHS Services, they are advised to contact the Australian Human Rights and Equal Opportunity Commission Complaints Info-line on 1300 656 419.

Your Privacy

Coastal OHS Services takes the privacy of students very seriously and complies with all legislative requirements. These include the Privacy Act 1988 and National Privacy Principles (2001).
Student information is only shared with external agencies such as registering authorities to meet compliance requirements as a Registered Training Organisation (RTO). All information shared is kept in the strictest confidence by both parties and is available on request.
In some cases we are required by law to make student information available to others such as the National Centre for Vocational Education and Research. In all other cases Coastal OHS Services will seek the written permission of the student for such disclosure. For more information also see our Privacy Refund and Cancellation Policy.


In accordance with applicable State legislation, Coastal OHS Services is entitled to charge fees for items or services provided to students undertaking a course of study. These charges are generally for items such as course materials or text books, student services and training and assessment services.

Fees Payable

Fees are payable when the student has received notification of enrolment. Fees must be paid in full within 14 days of receiving an invoice from Coastal OHS Services. Coastal OHS Services may discontinue training if fees are not paid as required. For a full list of current fees and charges please request a copy of Coastal OHS Services schedule of fees and charges.

Student Cancellation

Students who cancel their enrolment part way through a training program must notify Coastal OHS Services immediately if consideration of fee reimbursement is required. Once Coastal OHS Services is notified a refund may be issued for the component of training not commenced. Coastal OHS Services is entitled to retain fees for any component of the course completed up until the point of notification by the student cancellation. For more information also see our Privacy Refund and Cancellation Policy.

Replacement of text and training workbooks

Students who require replacement of issued text or training workbooks will be liable for additional charges to cover the cost of replacement. For a full list of replacement charges please request a copy of Coastal OHS Services schedule of fees and charges.


Students who cancel their enrolment before the commencement of a training program will be entitled to a full refund of fees paid. Requests for refunds will be processed and transacted at the end of each month in which the cancellation notification was received. Where a student has purchased a text or training workbooks and subsequently cancels, Coastal OHS Services will not refund monies for the text unless a written request for a refund is received and Coastal OHS Services is satisfied that the text is in as-new condition.

Payment method

Coastal OHS Services accepts payment for fees using: Credit Card, Electronic Funds Transfer (account details available on request), Cheque (made payable to Coastal OHS Services) or Cash.


Coastal OHS Services undertakes to make training available to all persons who: agree to abide by Coastal OHS Services expectation of students; and make suitable payment of fees.

Our continuous improvement of services

Coastal OHS Services is committed to the continuous improvement of our training and assessment services, student services and management systems. Central to this commitment is our approach to continuous improvement and the procedures we apply to achieve systematic and sustained improvement.
The primary method of reporting opportunities for improvement by students is via training evaluation forms. Often these reports will be generated after an opportunity for improvement has been identified by a student. They may also be raised as a consequence of a complaint and/or internal/external audit.. Students are encouraged to provide feedback to Coastal OHS Services so we can improve our services in the future.

Your language, literacy and numeracy skills (LLN)

Language, literacy and numeracy skills are critical to almost all areas of work. This is particularly true in many vocations where language, literacy and numeracy skills influence the performance of workplace tasks such as measuring, weighing and comprehending written work instructions. To support this approach Coastal OHS Services will:
  • On request, assess a student’s language, literacy and numeracy skills prior to their enrolment and further during their enrolment to ensure they have adequate skills to complete the training;
  • Support students during their study with training and assessment materials and strategies that are easily understood and suitable to the level of the workplace skills being delivered;
  • Provide clear information to students about the detail of the language, literacy and numeracy assistance available;Refer students to external language, literacy and numeracy support services that are beyond the support available within Coastal OHS Services and where this level of support is assessed as necessary;
  • Negotiate an extension of time to complete training programs if necessary.

Making complaints and appeals

Coastal OHS Services is committed to providing a fair and inexpensive complaints and appeals process that includes access to an independent external body if necessary. Formal complaint forms are available. Complaints can also be made verbally and/or by email.

What is a complaint?

A complaint is negative feedback about services or staff which has not been resolved locally. A complaint may be received by Coastal OHS Services in any form and does not need to be formally documented by the complainant in order to be acted on. Complaints may be made by any person but are generally made by students and/or employers.

What is an appeal?

An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/or assessment. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within 28 days of informing the student of the decision or finding.

Early resolution or complaints and appeals

In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time they occur between the persons involved.

Complaint and appeals handling

Coastal OHS Services undertakes to apply the following principles to its complaints and appeals handling:
  • A written record of all complaints and appeals is to be kept by Coastal OHS Services including all details of lodgement, response and resolution.
  • A complainant or person lodging an appeal is to be provided an opportunity to formally present his or her case at minimal or no cost.
  • Each complainant or person lodging an appeal may be accompanied and/or assisted by a support person at any relevant meeting.
  • The handling of a complaint or appeal is to commence within 10 working days of the lodgement of the complaint / appeal and all reasonable measures are taken to finalise the process as soon as practicable.
  • The complainant or person lodging an appeal is to be provided a written statement of the outcome, including details of the reasons for the outcome.
  • The complainant or person lodging an appeal is to have the opportunity for a person or a body that is independent of Coastal OHS Services to review his or her complaint or appeal following the internal Coastal OHS Services complaint or appeals process. It is noted that a review of findings by an independent person or body will generally only relate to the appeals process and is less likely to be required in complaints handling.
  • Coastal OHS Services shall maintain the enrolment of the complainant or person lodging an appeal during the complaint or appeals process.Decisions or outcomes of the complaint or appeals process that find in the favour of the student or otherwise shall be implemented immediately.
  • Complaints and appeals are to be handled in the strictest of confidence. No Coastal OHS Services representative is to disclose information to any person without the permission of the Coastal OHS Services Chief Executive Officer. Decisions to release information to third parties are only to be done after the complainant or person lodging the appeal has given permission for this to occur.Complaints and appeals are to be considered on the basis of procedural fairness and lead to opportunities for improvement as a Continuous Improvement Report.
In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should beresolved at the time they occur between the persons involved.

Recognition of Prior Learning (RPL) of your existing skills and knowledge

Coastal OHS Services delivers the “White Card”, which is aligned with CPCCWHS1001 –Prepare to work safely in the construction industry. The White Card is a license issued by SafeWork NSW. SafeWorkNSW does not allow RPL for the White Card. Each student wishing to obtain the White Card must attend CPCCWHS1001 –Prepare to work safely in the construction industry. After successful completion, the White Card may be applied for with SafeWork NSW.


If you have any questions or require more information, you can contact us during normal business hours.