1. Purpose
Lumify Learn is committed to quality training and assessment consistent with the 2025 Standards. This policy explains how Special Consideration requests are assessed and supported so that learners receive clear information, fair processes, and appropriate adjustments consistent with Information & Transparency, Wellbeing, and Feedback, complaints & appeals requirements.
2. Policy Statement
As a Registered Training Organisation (RTO) Lumify Learn strives to meet the requirements of the ‘Compliance Standards for NVR Registered Training Organisations (2025 Standards)’ and has a responsibility to identify and comply with all additional and relevant obligations.
Students have the following relevant policies to address their specific needs:
3. Definitions
There may be other instances where a student is impacted by circumstances that may affect their performance in completing assessments and/or completing a course which is addressed through special consideration policy. Lumify Learn will assess each application on its merits.
4. Policy Principles
4.1 What type of situations constitutes extenuating and compassionate circumstances?
4.1.1 Circumstances which may qualify for a partial refund subject to satisfactory information and documentation
Permanent disability, serious illness or serious injury which were:
not pre-existing conditions; and
were beyond the students’ control; and
did not make their full impact on the student until after the commencement of the course; and were such that it made it impractical for the student to complete their course or unit.
4.1.2 Circumstances which may qualify for a free course extension
Temporary disability
A sudden need to be a carer of family members and loved ones for an indefinite period
Personal Difficulties
Bereavement of close family members and loved ones provided these circumstances were:
not pre-existing conditions; and
were beyond the students’ control; and
did not make their full impact on the student until after the commencement of the course; and
were such that it made it impractical for the student to complete their course or unit within the stipulated course time limit.
4.2 Circumstances which may not qualify for a free course extension:
4.2.1 A request for special consideration will not be granted for:
Change of mind about the enrolment
Finding the course challenging, time-consuming or more stressful than expected
Change of jobs, works hours and/or career plans
Termination of employment by choice
Relocation (including inter-state or international moves)
Lack of electronic devices and/ or internet failure
Inability to juggle between usual work commitments and studies
Inability to attend social events or planned vacations when studying
Misreading Terms and Conditions in the enrolment form or Student Handbook or requirements in the Student Enrolment Agreement
Incorrect assessment of suitable course due to incorrect information being provided to Lumify Learn
Mismatch in expectations of course structure or course content
Course changes because of regulatory change governing Lumify Learn
4.3 Special Consideration Policy & Procedure
If a student is facing temporary financial hardships, they can request for a reduction in payment instalment amounts or temporarily putting payments on hold.
4.3.1 If a student is facing temporary financial hardships, they can request for a reduction in payment instalment amounts or temporarily putting payments on hold. This option is subject to the terms and conditions of payment plan provider e.g. Ezy Pay
5. Special Consideration requests and possible outcomes:
5.1 The following requests can be made under extenuating and compassionate circumstances under the Special Consideration Policy:
Requests | Possible Outcomes |
Free extensions of sixty (60) calendar days submitted after Course End Date | A free extension is granted A free extension is denied, and the student’s enrolment is cancelled on the Course End Date |
Free extensions of more than sixty (60) calendar days submitted before Course End Date | Free extension of more than sixty (60) calendar days is approved. Extension of more than sixty (60) calendar days is approved with Extension Fee. Free extension of more than sixty (60) calendar days is denied, and the Student’s enrolment is cancelled on the Course End Date |
Withdrawal from the course | Withdrawal from the course with no refund of paid fees and liability to pay full course fees. Withdrawal from the course with a partial refund Please note that any partial refund will be calculated based on the refund calculation model outlined in the Withdrawal and Refunds Policy |
6. Process for applying for Special Consideration
6.1 Application
6.1.1 A Special Consideration Form is required to be filled by the student along with stated supporting documentation.
6.2.2 Special Consideration form will only be deemed as received and assessed once all required/ requested supporting documentation has been received. The form will not be accepted if a student has been reported to Debt Collectors due to any overdue/ outstanding fees.
6.2 Supporting Documentation
6.2.1 The supporting documents provided must demonstrate that the circumstances are continuing and severe, materially affecting the student's ability to complete assessments or continue with the course.
6.2.2 Students are responsible for ensuring the authenticity of any supporting documents that they provide to Lumify Learn.
6.2.3 Lumify Learn may take steps to verify any supporting documents provided with the completed Special Consideration Form. The steps may include, but are not limited to, seeking further information from persons mentioned in the supporting documents and/or Special Consideration Form. Students are responsible for notifying the persons mentioned in the supporting documents of possible contact from Lumify Learn.
6.2.4 All supporting documents must be dated after the enrolment start date, and students must provide more than one supporting document. Lumify Learn reserves the right to reject supporting documents and/or request for more supporting documents.
6.2.5 The type of supporting documents required depends on several factors, including the duration of needed hardship assistance and support options requested.
6.2.6 Provision of false information and/or falsified supporting documents will result in the immediate rejection of the Special Consideration application and/or cancellation of any offering of support options. It may also result in disciplinary action, including expulsion from the course with the full liability to pay the Total Course Fees.
6.2.7 All supporting documents must clearly display the student’s first and last name and the issue date.
6.2.8 Failure to provide relevant supporting documents within ten (10) business days after submitting the Special Consideration Form will cancel your request
6.2.9 Allowable supporting documents include the following:
Reason | Evidence Required |
Permanent disability, serious illness, serious injury | Medical report(s) from a specialist medical expert Medical certificate(s) from a Specialist medical expert Receipts documenting medical expenses Documents issued by an insurance company for successful claiming of medical expenses |
Temporary disability (only applicable for course extension) | Medical report(s) from a specialist medical expert Medical certificate(s) from a Specialist medical expert Receipts documenting medical expenses Documents issued by an insurance company for successful claiming of medical expenses |
Bereavement of close family members and loved ones (only applicable for course extension) | Death certificate Funeral notice Receipt relating to funeral expenses |
Personal Difficulties (only applicable for course extension) | Police Report Court documents Divorce or separation documents ADVO or APVO - An ADVO relates to protecting a person/s where a domestic relationship exists between the parties. An APVO relates to protecting a person/s where there is no domestic relationship between the parties, e.g. co-workers and neighbours. Natural disaster (with proof and details) |
7. Procedure for Special Consideration
7.1 On receiving the Special Consideration Form and supporting documents, the Student Support Officer will review and refer the application to the Training Manager and inform the student of the timelines.
7.2. The Student Support Officer and RTO Manager may ask for any additional information and/or supporting documents if required regarding the application.
7.3. RTO Manager will conduct the necessary investigation and present the findings to the Executive Committee. 7.4 Decision made by the RTO Manager as the outcome of the Special Consideration Application will be communicated to the student in writing within ten (10) business days from the date that the RTO Manager acknowledges application.
7.5 During the assessment of a Special Consideration application for partial refund, Lumify Learn will place all payment schedules on hold, temporarily cease collection activity and sending of default notices and not refer the student’s account to a 3rd party debt collection agent.
7.6 If the student wants to appeal against the outcome, they can appeal by completing the Appeal Form within ten (10) business days from the date of receiving the outcome from Lumify Learn.
7.7. Student can submit the Appeal Form by replying to the email that was received by the student as an outcome of the Special Consideration Application.
7.8. Lumify Learn reserves the right to reject the appeal if no evidence or documents in addition to those provided with Special Consideration Application are submitted or if any appeal is submitted after ten (10) business days of receiving the special consideration outcome.
7.9. If the Appeal Form is accepted, Lumify Learn will endeavour to review and provide an outcome within ten (10) business days from the date of acceptance of the Appeal Form. Refer the Complaints and Appeals Policy and Procedure for further details
8. Payment of arrears related to a Special Consideration application
8.1 Lumify Learn is committed to reviewing each application and supporting documents thoroughly and provide an outcome in writing. However, Lumify Learn shall not be liable for changes in personal or business circumstances that prevent the student from attending and/or completing the course.
8.2. Students who submitted Special Consideration Application remain liable for the Total Course Fees as per the Terms and Conditions in the signed Student Enrolment Agreement, unless stated otherwise by Lumify Learn in the Special Consideration Application outcome.
8.3. For any default in payment after the outcome of the Special Consideration Application is shared with the students in writing, and reactivation of payment instalments, Lumify Learn will resume its usual collection activity.