Student policies

ProTrain is committed to providing a fair, transparent process for resolving complaints and appeals. Any student, employer or member of the public may lodge a complaint about ProTrain's services, or appeal an assessment decision.

Complaints should first be raised with your trainer or a ProTrain staff member where practical. If the matter cannot be resolved informally, a written complaint can be lodged with ProTrain management by email to info@protrain.com.au. ProTrain will acknowledge receipt promptly, investigate the matter, and advise the complainant of the outcome and reasons in writing.

Students who disagree with an assessment decision may lodge an appeal. Appeals are reviewed by an assessor not involved in the original decision. If a complainant or appellant is not satisfied with the outcome of ProTrain's internal process, they may refer the matter to an external body such as the Australian Skills Quality Authority (ASQA).

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ProTrain collects personal information from students for the purposes of enrolment, training delivery, assessment, certification and reporting obligations under the National VET Data Policy. This includes identity documents, USI verification, contact details and training records.

Personal information is stored securely and is only disclosed to third parties where required by law or with the student's consent — for example, to the National Centre for Vocational Education Research (NCVER), state training authorities, or the student's employer where the employer is funding the training and the student has consented.

Students may request access to, and correction of, their personal information held by ProTrain by contacting info@protrain.com.au.

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Course fees are payable prior to commencement. Where a student withdraws from a course, refund entitlements depend on the timing of the withdrawal relative to the course start date and the resources already issued.

ProTrain will provide a full refund where ProTrain cancels or postpones a workshop and the student cannot attend a rescheduled date. Where a student withdraws with sufficient written notice before commencement, fees may be refunded less an administration charge. Withdrawals after commencement, or after course materials and portal access have been issued, may attract reduced or no refund.

All refund requests must be made in writing to info@protrain.com.au. ProTrain reserves the right to postpone workshops should minimum numbers not be met — affected students will be offered a transfer or refund.

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ProTrain provides a training environment free from discrimination, harassment, bullying and victimisation. All students and staff are treated fairly regardless of race, colour, religion, sex, sexual orientation, age, disability, marital status or political conviction, consistent with Commonwealth and state anti-discrimination legislation.

Any student who believes they have been subject to discrimination or harassment during their training should raise the matter with ProTrain management, and it will be handled under the Complaints and Appeals process above.

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All training and assessment materials issued by ProTrain — including workbooks, presentations, assessment instruments and online modules — remain the intellectual property of ProTrain Training & Consulting Services. Materials are provided for the enrolled student's personal study only and must not be copied, distributed or reproduced without written permission.

ProTrain maintains and reviews its training and assessment materials to ensure they remain current with training package requirements, industry practice and regulatory obligations.

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