Terms & Conditions

2. Bookings may be made for public courses, private individual training, workplace training, or group training.

3. A booking is considered confirmed once Emergency Ready Academy has issued a booking confirmation, accepted payment, or confirmed an invoiced booking in writing.

4. Payment is required in accordance with the Payment Terms outlined in these Terms & Conditions. A confirmed booking does not necessarily require payment in advance where alternative payment arrangements have been approved.

5. Participants and booking organisations are responsible for ensuring all information provided during enrolment is accurate and complete.

6. Participants must satisfy any applicable course prerequisites, identification requirements and enrolment requirements before undertaking training or assessment.

7. By confirming a booking, the person or organisation making the booking agrees to these Terms & Conditions, provided they have been made available before the booking is finalised.

General Payment Requirements

1. Unless otherwise agreed in writing, payment for training courses is required no later than seven (7) calendar days before the scheduled course commencement date.

2. Bookings made within seven (7) calendar days of the scheduled course date require full payment before training commences, unless alternative arrangements have been approved by Emergency Ready Academy.

3. Emergency Ready Academy may approve alternative payment arrangements for workplace, corporate, government and other clients, including payment by invoice following delivery of training.

4. All payments must be made using an approved payment method, including online card payment, electronic funds transfer or another method authorised by Emergency Ready Academy.

Invoices and Additional Charges

5. Invoices must be paid by the due date specified on the invoice or in the applicable written agreement.

6. All course fees and applicable additional charges, including agreed travel, accommodation, after-hours delivery or specialised training requirements, will be disclosed before the booking is confirmed.

7. Any additional services or charges requested after booking confirmation must be agreed upon before those charges are incurred.

Outstanding Payments

8. Where payment has not been received by the applicable due date, Emergency Ready Academy may issue payment reminders and take reasonable steps to recover outstanding amounts.

9. Emergency Ready Academy reserves the right to decline or suspend future training bookings where an account remains overdue, subject to applicable law and existing contractual obligations.

10. Late payment fees and debt recovery charges, where applicable, are governed by the separate Late Payments section of these Terms & Conditions.

Training and Certification

11. Training and assessment delivered on behalf of Allens Training Pty Ltd (RTO 90909) remain subject to applicable RTO policies, fee protection requirements and regulatory obligations.

12. Any arrangements concerning the issue of certificates or statements of attainment must comply with the requirements of the issuing RTO and applicable legislation.

Overdue Accounts

1. All invoices must be paid by the due date specified on the invoice or in the applicable written agreement.

2. Where payment has not been received by the due date, Emergency Ready Academy may issue payment reminders requesting settlement of the outstanding balance.

3. Where an invoice remains unpaid, Emergency Ready Academy may issue a formal overdue payment notice providing the client with a further seven (7) calendar days to settle the outstanding amount or contact Emergency Ready Academy to discuss payment arrangements.

Late Payment Fees

4. Emergency Ready Academy does not impose automatic late payment fees, interest or administrative penalties on overdue accounts.

Debt Recovery

5. Where an account remains unpaid despite reasonable attempts to obtain payment, Emergency Ready Academy reserves the right to refer the outstanding debt to an external debt collection agency or commence lawful debt recovery proceedings.

6. Emergency Ready Academy may seek reimbursement of reasonable debt recovery costs, collection expenses and legal costs only where such costs are lawfully recoverable under the applicable agreement or legislation.

7. Before commencing external debt recovery action, Emergency Ready Academy will ordinarily provide written notice of its intention to do so and a reasonable opportunity for the client to resolve the outstanding balance.

Suspension of Services

8. Emergency Ready Academy reserves the right to decline new bookings or suspend future training services for clients with outstanding overdue accounts, subject to applicable law and existing contractual obligations.

9. Emergency Ready Academy will not withhold certificates or statements of attainment solely because of an outstanding payment unless permitted by the issuing Registered Training Organisation's policies and applicable regulatory requirements.

Payment Arrangements

10. Emergency Ready Academy may, at its discretion, negotiate a payment arrangement with a client experiencing financial difficulties or other circumstances affecting their ability to pay.

11. Any agreed payment arrangement must be confirmed in writing and will specify the applicable payment amounts and due dates.

4.1 General Conditions

1. All cancellation, rebooking and refund requests must be submitted in writing to Emergency Ready Academy at enquiry@emergencyreadyacademy.com.au.

2. Notice periods are calculated from the scheduled commencement time of training, based on when Emergency Ready Academy receives the written request.

3. These conditions apply to bookings made directly with Emergency Ready Academy, unless alternative terms have been agreed in writing before booking confirmation.

4. Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or other applicable legislation.

4.2 Public Course Rebooking

5. Participants may request to transfer their booking to another available public course date.

6. The following rebooking fees apply:

• Seven (7) or more calendar days' notice: No fee.

• Three (3) to six (6) calendar days' notice: $2.50 per participant.

• Less than three (3) calendar days' notice: $5.00 per participant.

7. All rebooking requests are subject to course availability and confirmation by Emergency Ready Academy.

8. Emergency Ready Academy may waive rebooking fees in exceptional or compassionate circumstances.

4.3 Public Course Cancellations

9. Where a participant voluntarily cancels a confirmed public course booking, the following refund schedule will ordinarily apply:

• Seven (7) or more calendar days' notice: 100% refund.

• Three (3) to six (6) calendar days' notice: 75% refund.

• At least 24 hours but less than three (3) calendar days' notice: 50% refund.

• Less than 24 hours' notice: No change-of-mind refund, where lawful and reasonable.

10. Participants who fail to attend without notice may be ineligible for a change-of-mind refund, subject to applicable law.

11. Any cancellation charge or amount retained must be lawful and reasonably proportionate to Emergency Ready Academy's legitimate interests and the circumstances of the booking.

4.4 Private and Workplace Training — Rebooking

12. Private and workplace training includes individual one-on-one training, privately arranged group sessions, corporate training and on-site training.

13. Clients may request to reschedule confirmed private or workplace training bookings.

14. The following conditions apply:

• Fourteen (14) or more calendar days' notice: No rebooking fee.

• Seven (7) to thirteen (13) calendar days' notice: No rebooking fee, although reasonable non-recoverable costs already incurred may be payable.

• Less than seven (7) calendar days' notice: Reasonable additional costs directly resulting from the requested change may be charged.

15. Additional costs may include non-refundable travel, accommodation, venue hire, equipment hire or other agreed expenses that cannot reasonably be recovered or avoided.

16. Emergency Ready Academy will take reasonable steps to minimise additional costs and will advise the client of applicable charges before confirming the revised booking.

17. All rescheduling requests are subject to trainer and course availability.

4.5 Private and Workplace Training — Cancellations

18. Where a client voluntarily cancels a confirmed private or workplace training booking, the following schedule will guide the assessment of cancellation charges:

• Fourteen (14) or more calendar days' notice: 100% refund.

• Seven (7) to thirteen (13) calendar days' notice: 100% refund less reasonable, non-recoverable costs already incurred.

• Three (3) to six (6) calendar days' notice: Up to 25% of the agreed training fee may be retained.

• At least 24 hours but less than three (3) calendar days' notice: Up to 50% of the agreed training fee may be retained.

• Less than 24 hours' notice: Cancellation charges will be assessed against reasonable losses and costs resulting from the cancellation.

19. Any cancellation amount retained must be lawful, reasonable and proportionate to Emergency Ready Academy's legitimate interests. The percentages above are maximum proposed charges, not automatic penalties.

20. Emergency Ready Academy will consider relevant circumstances, including committed trainer costs, non-refundable expenses, the ability to reallocate resources and reasonable steps taken to minimise losses.

21. Where the client has paid in advance, any refundable balance will be returned in accordance with the refund processing provisions of this policy.

4.6 Non-Attendance and Client Readiness

22. Clients booking private or workplace training are responsible for ensuring that the agreed training location, facilities and participants are available at the scheduled commencement time.

23. Where training cannot proceed because the client has not provided the agreed facilities, access or participants, Emergency Ready Academy may treat the circumstances as a late cancellation or rescheduling request, subject to applicable law.

24. Any resulting charges will be assessed reasonably, taking into account costs incurred, losses avoided and the circumstances preventing delivery.

4.7 Cancellations by Emergency Ready Academy

25. Emergency Ready Academy may need to cancel or reschedule training due to unforeseen circumstances, trainer unavailability, safety concerns or other circumstances beyond its reasonable control.

26. Where Emergency Ready Academy cancels a course or cannot provide the agreed training, affected participants or clients will be offered a suitable alternative training date or a refund where required by law.

27. No rebooking fee will be charged where Emergency Ready Academy initiates a cancellation or rescheduling.

28. Emergency Ready Academy will make reasonable efforts to notify affected participants or clients as soon as practicable.

4.8 Refund Requests and Processing

29. Refund requests must be submitted in writing and include the participant or client name, course details and reason for the request.

30. Refunds will ordinarily be returned to the original payment method or original paying organisation.

31. Emergency Ready Academy aims to provide a written response to refund requests within ten (10) business days.

32. Approved refunds will ordinarily be processed within seven (7) to fourteen (14) business days, or sooner where required by law.

4.9 Exceptional Circumstances

33. Emergency Ready Academy may waive or reduce cancellation and rebooking charges in exceptional or compassionate circumstances.

34. Such circumstances may include serious illness, medical emergencies, bereavement, natural disasters or other significant unforeseen events.

35. Requests will be considered fairly and on an individual basis, without limiting any rights available under applicable legislation.

5.1 Course Scheduling and Changes

1. Emergency Ready Academy reserves the right to make reasonable changes to scheduled training arrangements where necessary.

2. Changes may include:

• Replacement of a trainer or assessor.

• Changes to training venues or locations.

• Adjustments to course commencement or completion times.

• Rescheduling training due to unforeseen circumstances.

3. Emergency Ready Academy will make reasonable efforts to notify affected participants and clients of any significant changes as soon as practicable.

4. Where a significant change prevents a participant from attending or materially affects the agreed training service, Emergency Ready Academy will offer an appropriate alternative or refund in accordance with applicable consumer rights.

5.2 Minimum Participant Numbers

5. Emergency Ready Academy does not impose minimum participant numbers for its standard public, private, individual or workplace training bookings.

6. Training may proceed with a single participant, including through private one-on-one arrangements, provided all applicable training and assessment requirements can be satisfied.

7. An exception may apply where a specific course, unit of competency, training package or Registered Training Organisation requires multiple participants or additional personnel to complete mandatory practical activities or assessment.

8. Where additional personnel are required, Emergency Ready Academy may arrange suitable role players, support personnel or other participants to facilitate the training or assessment.

9. Where a minimum number of enrolled participants is genuinely required and cannot be satisfied through suitable additional personnel, this requirement will be communicated before the booking is confirmed.

10. Any additional charges associated with special training or assessment arrangements must be disclosed and agreed upon before booking confirmation.

11. A confirmed course will not ordinarily be cancelled solely because of low enrolment numbers where the applicable training and assessment requirements can otherwise be satisfied.

5.3 Course Cancellations

12. Emergency Ready Academy may cancel or reschedule training where circumstances prevent safe, lawful or reasonably practicable delivery.

13. Such circumstances may include:

• Trainer illness or unexpected unavailability.

• Severe weather, natural disasters or other emergencies.

• Unsafe or unsuitable training environments.

• Equipment failure affecting mandatory training or assessment activities.

• Regulatory or Registered Training Organisation requirements.

• Other significant unforeseen circumstances beyond the reasonable control of Emergency Ready Academy.

14. Where Emergency Ready Academy cancels a course, affected participants or clients will be offered a suitable alternative course date or a refund, as appropriate and in accordance with applicable law.

15. No cancellation or rebooking fee will be charged where Emergency Ready Academy initiates the cancellation or rescheduling.

16. Emergency Ready Academy will make reasonable efforts to notify affected participants and clients of cancellations as soon as practicable.

5.4 Training Delivery and Assessment

17. Emergency Ready Academy will make reasonable efforts to deliver training as advertised and in accordance with applicable training and assessment requirements.

18. Training and assessment delivered on behalf of Allens Training Pty Ltd (RTO 90909) remain subject to the issuing RTO's policies, assessment requirements and applicable regulatory obligations.

19. Where mandatory assessment conditions cannot be satisfied, Emergency Ready Academy may arrange alternative assessment activities or reschedule the affected component, provided the arrangements comply with the applicable training and assessment requirements.

20. Emergency Ready Academy will not guarantee successful assessment outcomes or certification where a participant has not met the required competency standards.

6.1 Attendance Requirements

1. Participants are required to attend their scheduled training sessions on time and remain in attendance for the duration of all mandatory training and assessment activities.

2. Participants must complete all required learning, practical activities and assessments to be eligible for a successful course outcome.

3. Attendance alone does not guarantee competency or the issuing of a certificate or statement of attainment.

4. Participants are responsible for reviewing their booking confirmation and any pre-course instructions provided by Emergency Ready Academy.

6.2 Pre-Course Learning and Online Theory

5. Where a course includes mandatory online learning, pre-course theory or other preparatory activities, participants are expected to complete these requirements before attending their scheduled practical training session.

6. Participants who arrive without completing the required pre-course learning may be permitted to attend at the discretion of the trainer or assessor, provided this is consistent with the applicable course requirements and the policies of the issuing Registered Training Organisation.

7. When determining whether a participant may attend, the trainer or assessor may consider:

• The amount of pre-course learning outstanding.

• Whether the incomplete learning affects the participant's ability to participate safely.

• Whether the outstanding requirements are prerequisites for practical training or assessment.

• Whether the participant can complete all mandatory course and assessment requirements within the permitted timeframe.

8. Where attendance is permitted despite incomplete pre-course learning, the participant remains responsible for completing all outstanding requirements before a successful course outcome can be recorded.

9. Where mandatory pre-course requirements prevent participation, Emergency Ready Academy may require the participant to reschedule their practical training session.

10. Any rebooking fees or refund requests arising from incomplete pre-course learning will be considered in accordance with Section 4 — Cancellations, Rebooking & Refunds, subject to applicable consumer rights.

6.3 Late Arrivals

11. Participants are expected to arrive at the training venue before the scheduled course commencement time.

12. Participants who arrive late may be permitted to join the course at the discretion of the trainer or assessor, provided they can still complete all mandatory training and assessment requirements.

13. Emergency Ready Academy does not guarantee a grace period for late arrivals.

14. Where late arrival prevents a participant from completing mandatory course requirements, Emergency Ready Academy may refuse entry or require the participant to transfer to another available course date.

15. Emergency Ready Academy is not obligated to repeat missed training or assessment activities where a participant arrives late.

16. Any rebooking or refund request arising from late arrival will be considered under Section 4 — Cancellations, Rebooking & Refunds, subject to applicable consumer rights.

6.4 Early Departures and Missed Activities

17. Participants who leave training before completing mandatory activities or assessments may be unable to successfully complete the course.

18. Where a participant misses a required assessment activity, additional training or assessment may be necessary before competency can be determined.

19. Additional training or assessment arrangements are subject to availability, applicable Registered Training Organisation requirements and any fees disclosed and agreed upon in advance.

20. Emergency Ready Academy cannot guarantee successful completion where a participant does not satisfy all required learning and assessment components.

6.5 Non-Attendance

21. Participants who fail to attend their scheduled training without providing notice may be treated as a no-show.

22. No-show bookings will be managed in accordance with Section 4 — Cancellations, Rebooking & Refunds.

23. Emergency Ready Academy may consider exceptional or compassionate circumstances when assessing requests to rebook following non-attendance.

6.6 Practical Participation and Safety

24. Participants must be willing and able to undertake the practical activities required for their enrolled course, subject to reasonable adjustments and applicable training and assessment requirements.

25. Participants must follow all reasonable safety instructions provided by trainers and assessors.

26. Where a participant is unable to complete mandatory practical activities, additional training, reasonable adjustments or alternative assessment arrangements may be considered where permitted.

27. Where a participant has a disability, injury, medical condition or other circumstance affecting their participation, Emergency Ready Academy encourages them to discuss their support needs before training.

28. Emergency Ready Academy will consider reasonable adjustments in consultation with the participant and, where applicable, Allens Training Pty Ltd (RTO 90909), provided mandatory competency and assessment requirements can still be met.

29. Emergency Ready Academy will not record a participant as competent unless the applicable assessment requirements have been satisfactorily demonstrated.

7.1 General Conduct

1. All participants are expected to behave professionally, respectfully and safely throughout their training and assessment activities.

2. Participants must follow all reasonable instructions provided by Emergency Ready Academy trainers, assessors and authorised personnel.

3. Participants must treat trainers, assessors, other participants and members of the public with courtesy and respect.

4. Bullying, harassment, discrimination, intimidation, threatening behaviour or physical violence will not be tolerated.

5. Participants must not deliberately disrupt training or interfere with another participant's ability to learn or complete assessments.

7.2 Health and Safety

6. Participants must take reasonable care for their own health and safety and avoid conduct that may endanger others.

7. Participants must comply with applicable work health and safety requirements, venue rules and reasonable safety directions.

8. Participants must immediately report hazards, injuries, incidents, near misses or defective equipment to their trainer or assessor.

9. Participants must not undertake practical activities while impaired by alcohol, recreational drugs, medication effects, fatigue or any other condition that makes participation unsafe.

10. Trainers and assessors may suspend or stop an activity where they reasonably believe a safety risk exists.

7.3 Clothing and Personal Protective Equipment

11. Participants must attend training wearing clothing and footwear appropriate for the activities being undertaken.

12. Where a course requires specific clothing or personal protective equipment (PPE), these requirements will be communicated before training wherever practicable.

13. Participants must correctly use any mandatory PPE and comply with instructions regarding its use.

14. Participants who do not have appropriate clothing or mandatory PPE may be restricted from participating in affected practical activities until the safety requirements have been satisfied.

15. Where suitable PPE is provided by Emergency Ready Academy, participants must use it responsibly and report any damage or defects.

7.4 Equipment and Training Facilities

16. Participants must use training equipment, facilities and resources only as instructed or authorised.

17. Participants must not deliberately damage, misuse or interfere with training equipment or safety devices.

18. Participants must immediately report damaged, faulty or unsafe equipment.

19. Participants may be held responsible for deliberate or reckless damage to equipment or property to the extent permitted by law.

7.5 Health, Medical and Learning Support Requirements

20. Participants are encouraged to advise Emergency Ready Academy of any health, physical, medical or learning-related circumstances that may affect their ability to participate safely or require reasonable adjustments.

21. Participants are not generally required to disclose a specific medical diagnosis where explaining a relevant functional limitation or support requirement is sufficient.

22. Emergency Ready Academy will handle personal and sensitive information in accordance with its privacy obligations.

23. Reasonable adjustments will be considered where appropriate, provided mandatory training and assessment requirements can still be satisfied.

24. Participants must advise their trainer if their ability to participate safely changes during training.

7.6 Mobile Phones, Photography and Recording

25. Mobile phones and electronic devices must not interfere with training, assessments or safety instructions.

26. Photography, video recording or audio recording of training activities, assessment materials or other participants requires prior authorisation from Emergency Ready Academy and any other consent required by law.

27. Participants must respect the privacy of others and must not publish identifiable images or recordings of other participants without appropriate consent.

7.7 Specialist Course Safety Requirements

28. Certain training courses may involve additional hazards, physical demands, specialised equipment or mandatory safety procedures.

29. Specialist courses may include, but are not limited to:

• Chainsaw operations and forestry activities.

• Rescue operations and emergency response training.

• Firefighting and fire safety training.

• Working at heights.

• Electrical safety and low-voltage rescue.

• Other courses involving hazardous equipment, environments or practical activities.

30. Participants undertaking specialist courses may be required to comply with additional course-specific safety instructions, risk assessments, site procedures, PPE requirements and participant acknowledgements.

31. Emergency Ready Academy will communicate material course-specific requirements before training wherever reasonably practicable, including any equipment or PPE that participants must provide.

32. Where a course requires a separate risk acknowledgement, safety declaration or similar document, participants may be required to review and complete that document before undertaking the relevant practical activities.

33. Any additional documentation will supplement these Terms & Conditions and will not exclude or restrict rights or protections that cannot lawfully be excluded.

34. Participants must attend mandatory safety briefings and comply with all applicable exclusion zones, equipment operating procedures and emergency arrangements.

35. Participants must not operate specialist equipment or undertake hazardous activities without authorisation from the trainer or assessor.

36. Trainers and assessors may immediately suspend practical participation where a participant fails to meet mandatory safety requirements or presents an unacceptable safety risk.

37. Where participation is suspended, Emergency Ready Academy will consider whether the issue can be reasonably resolved, including through suitable PPE, additional instruction, reasonable adjustments or alternative arrangements consistent with the course requirements.

38. Where mandatory safety or assessment requirements cannot be satisfied, the participant may be unable to complete the affected course or assessment.

7.8 Removal from Training

39. Emergency Ready Academy reserves the right to suspend or remove a participant from training where their conduct presents a safety risk, seriously disrupts training or breaches these Terms & Conditions.

40. Where appropriate and safe, participants will ordinarily be given an opportunity to correct unacceptable behaviour before removal.

41. Immediate removal may occur where behaviour involves violence, threats, serious harassment, significant safety risks or other serious misconduct.

42. Where a participant is removed, Emergency Ready Academy will consider the circumstances and determine whether rebooking, further assessment or another appropriate arrangement is available.

43. Any refund or cancellation charge arising from removal will be assessed in accordance with Section 4 — Cancellations, Rebooking & Refunds, applicable law and the circumstances of the removal.

44. Emergency Ready Academy may notify the relevant booking organisation or Registered Training Organisation of a participant's removal where reasonably necessary and lawful.

7.9 Participant Cooperation and Academic Integrity

45. Participants must provide accurate information required for enrolment, training and assessment.

46. Participants must comply with applicable assessment instructions and must not engage in cheating, plagiarism, impersonation, falsification of assessment evidence or other academic misconduct.

47. Suspected academic misconduct may be referred to Allens Training Pty Ltd (RTO 90909) for consideration under its applicable policies and procedures.

48. Failure to comply with mandatory course or assessment requirements may prevent a successful course outcome or certification.

7.10 Applicable Policies and Legislation

49. Participants must comply with applicable legislation, relevant venue requirements, reasonable Emergency Ready Academy policies and any mandatory requirements of the issuing Registered Training Organisation.

50. Nothing in this section excludes, restricts or modifies rights or remedies available under the Australian Consumer Law, applicable work health and safety legislation, disability discrimination legislation or other applicable laws.

8.1 Registered Training Organisation

1. Accredited training and assessment services provided by Emergency Ready Academy are delivered on behalf of Allens Training Pty Ltd (RTO 90909).

2. Allens Training Pty Ltd is the issuing Registered Training Organisation responsible for nationally recognised certification associated with accredited courses.

3. Accredited training and assessment are subject to the applicable training package requirements, RTO policies and relevant legislation.

4. Emergency Ready Academy may also deliver non-accredited training. Participation in non-accredited training does not result in a nationally recognised qualification or statement of attainment unless expressly advertised otherwise and delivered through an appropriately registered RTO.

8.2 Assessment and Competency

5. Participants must successfully complete all mandatory learning and assessment requirements to achieve a competent outcome.

6. Assessment requirements may include online learning, written or knowledge-based assessments, practical demonstrations, workplace activities and other evidence required by the relevant course.

7. Assessment outcomes are determined in accordance with the applicable competency standards and assessment requirements.

8. Attendance or payment of course fees does not guarantee a competent assessment outcome or the issuing of certification.

9. Participants who have not demonstrated all required competencies may receive an incomplete or not-yet-competent outcome, as applicable under the issuing RTO's assessment procedures.

8.3 Reassessment and Additional Training

10. Where a participant does not successfully complete an assessment, the trainer or assessor will explain the outstanding requirements and available next steps, consistent with the issuing RTO's policies.

11. Emergency Ready Academy will offer one (1) complimentary reassessment opportunity where permitted by the issuing Registered Training Organisation, the applicable course requirements and assessment procedures.

12. The complimentary reassessment opportunity applies to the outstanding assessment components identified by the trainer or assessor and does not automatically entitle the participant to repeat the entire course without charge.

13. Complimentary reassessment arrangements are subject to:

• The issuing RTO permitting the reassessment.

• The participant satisfying any applicable eligibility or prerequisite requirements.

• Availability of suitable assessment arrangements.

• The participant complying with reasonable reassessment instructions and timeframes.

14. Where additional training is required before reassessment, Emergency Ready Academy will advise the participant of the available options.

15. Where a participant requires further reassessment opportunities beyond the complimentary opportunity, additional fees may apply where permitted by the issuing RTO and applicable law.

16. Any additional fees must be disclosed and agreed upon before the additional service is provided.

17. Reassessment opportunities do not guarantee a successful outcome.

18. Participants retain access to applicable assessment review and appeals processes through the issuing RTO.

8.4 Student Information and Documentation

19. Participants must provide accurate and complete information required for enrolment, assessment and certification.

20. For accredited training, participants may be required to provide:

• Full legal name and date of birth.

• Required identification information.

• A valid Unique Student Identifier (USI), unless an applicable exemption applies.

• Completed enrolment documentation.

• Required assessment evidence and declarations.

• Any other information reasonably required by the issuing RTO.

21. Missing, inaccurate or incomplete information may delay enrolment, assessment processing or certification.

22. Participants are responsible for promptly advising Emergency Ready Academy of any errors in their enrolment details or other required documentation.

8.5 Issuing Certificates and Statements of Attainment

23. Nationally recognised qualifications and statements of attainment are issued by Allens Training Pty Ltd (RTO 90909), subject to successful completion and satisfaction of all applicable requirements.

24. Emergency Ready Academy may assist with the administration and distribution of certification but does not independently issue nationally recognised certification for training delivered on behalf of the RTO.

25. Certification will be issued within the timeframes required by applicable legislation and the issuing RTO's policies.

26. Outstanding payments will be managed under Sections 2 and 3. Certification will not be withheld solely due to outstanding payment unless permitted by applicable law and the issuing RTO's requirements.

8.6 Same-Day Certification

27. Emergency Ready Academy aims to facilitate same-day certification for eligible accredited courses where this service is advertised.

28. Same-day certification is subject to:

• Successful completion of all required training and assessment.

• Submission of complete and accurate enrolment documentation.

• Satisfaction of applicable USI requirements.

• Timely submission and processing of assessment outcomes.

• Availability of the issuing RTO's certification systems and processes.

29. Same-day certification is a service objective and is not guaranteed.

30. Delays may occur due to incomplete documentation, outstanding assessment requirements, system outages, RTO processing requirements or other circumstances beyond Emergency Ready Academy's reasonable control.

31. Where certification is delayed, Emergency Ready Academy will make reasonable efforts to assist the participant and provide an update where appropriate.

32. Nothing in this section limits a participant's rights or remedies where a certification service has not been provided as required by law or the applicable agreement.

8.7 Replacement and Corrected Certificates

33. Participants requiring a replacement certificate, statement of attainment or correction to an issued document may contact Emergency Ready Academy for assistance.

34. Replacement or correction requests will be handled in accordance with the issuing RTO's policies.

35. Any applicable fees will be disclosed before the request is processed.

36. Errors attributable to Emergency Ready Academy or the issuing RTO will be referred for correction through the appropriate process.

8.8 Non-Accredited Training

37. Non-accredited courses do not provide nationally recognised units of competency unless expressly stated otherwise.

38. Where offered, a certificate of participation, attendance or completion may be provided for non-accredited training.

39. Such documents must not be represented as nationally recognised qualifications or statements of attainment.

8.9 Compliance and Consumer Rights

40. All accredited assessment and certification arrangements remain subject to the applicable requirements of Allens Training Pty Ltd (RTO 90909) and relevant legislation.

41. Nothing in this section excludes, restricts or modifies rights or remedies available under the Australian Consumer Law or other applicable legislation.

9.1 Privacy Commitment

1. Emergency Ready Academy is committed to protecting the privacy and personal information of participants, clients and other individuals who engage with its training services.

2. Personal information will be handled in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where applicable.

3. Emergency Ready Academy will take reasonable steps to ensure personal information is collected, used, disclosed, stored and managed appropriately.

9.2 Collection of Personal Information

4. Emergency Ready Academy may collect personal information reasonably necessary for enrolment, training, assessment, certification, administration and related services.

5. Information collected may include:

• Full legal name, date of birth and contact details.

• Residential or postal address where required.

• Identification and eligibility information.

• Unique Student Identifier (USI) and associated enrolment information.

• Course bookings, attendance and assessment records.

• Payment, invoicing and transaction information.

• Relevant employment or organisation details for workplace training.

• Information about learning support or reasonable adjustment requirements.

6. Where reasonably necessary, Emergency Ready Academy may collect sensitive information relevant to safe participation, reasonable adjustments or applicable training and assessment requirements, with consent or another lawful basis.

7. Participants are encouraged to provide only information relevant to their training and support requirements and are not generally required to disclose a medical diagnosis where a description of their functional needs is sufficient.

8. Failure to provide information required by law or the issuing Registered Training Organisation may prevent enrolment, assessment completion or certification.

9.3 Use of Personal Information

9. Emergency Ready Academy may use personal information for:

• Processing enquiries, enrolments and bookings.

• Communicating course information and changes.

• Delivering training and assessment.

• Facilitating certification through the issuing RTO.

• Processing payments and maintaining financial records.

• Providing participant support and reasonable adjustments.

• Managing complaints, appeals and service enquiries.

• Meeting applicable legal, regulatory and reporting obligations.

10. Personal information will not be used for unrelated purposes unless permitted by law or supported by appropriate consent.

9.4 Disclosure to Third Parties

11. Emergency Ready Academy may disclose relevant personal information to Allens Training Pty Ltd (RTO 90909) for accredited training, assessment, certification, compliance and recordkeeping purposes.

12. Information may also be disclosed, where reasonably necessary and lawful, to:

• Government departments and regulatory authorities.

• Approved booking and enrolment platforms.

• Payment processing and accounting service providers.

• Technology, hosting and administrative service providers.

• Other parties where disclosure is authorised or required by law.

13. Emergency Ready Academy will take reasonable steps to limit disclosures to information necessary for the relevant purpose.

14. Where third-party providers store or process information outside Australia, applicable privacy requirements will be considered and any required disclosures will be made.

9.5 Workplace and Group Bookings

15. Where an employer or organisation books training on behalf of participants, Emergency Ready Academy may receive participant information from that organisation for enrolment and administration purposes.

16. Emergency Ready Academy may provide the booking organisation with the following information where appropriately authorised or otherwise permitted by law:

• Participant names.

• Confirmation of attendance or non-attendance.

• Course completion status.

• Copies of issued certificates or statements of attainment.

17. The information provided will be limited to what is reasonably necessary for legitimate training administration, workforce competency verification or other authorised purposes.

18. Emergency Ready Academy may obtain participant consent or other appropriate authorisation before providing identifiable training results or certification documents to a booking organisation.

19. Detailed assessment records, medical information, learning support information and other sensitive personal information will not be routinely disclosed to booking organisations without an appropriate lawful basis.

20. Where an employer or organisation requests information beyond attendance, completion status or issued certification, Emergency Ready Academy will consider the request individually and determine whether disclosure is authorised and lawful.

21. Workplace booking arrangements do not automatically entitle an employer or organisation to unrestricted access to a participant's personal information or assessment records.

9.6 Storage and Security

22. Personal information may be stored electronically or in physical records using systems and facilities operated by Emergency Ready Academy or authorised service providers.

23. Emergency Ready Academy will take reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.

24. Access to personal information will be limited to authorised personnel and service providers who require access for legitimate business or training purposes.

25. Participants are responsible for taking reasonable precautions to protect their own account credentials when accessing training platforms.

9.7 Access and Correction

26. Individuals may request access to, or correction of, personal information held about them by contacting Emergency Ready Academy.

27. Requests will be considered and responded to within a reasonable timeframe, subject to applicable legal requirements and permitted exceptions.

28. Where information is held or controlled by Allens Training Pty Ltd or another service provider, Emergency Ready Academy may assist in directing the request to the appropriate organisation.

9.8 Retention and Disposal

29. Personal information and training records will be retained for periods required by applicable legislation, regulatory obligations and the issuing RTO's recordkeeping requirements.

30. When information is no longer required and no applicable obligation requires its retention, Emergency Ready Academy will take reasonable steps to securely destroy or de-identify it, where appropriate.

31. Requests for deletion will be considered subject to mandatory record retention and other lawful requirements.

9.9 Marketing Communications

32. Emergency Ready Academy may provide information about relevant courses, training services, promotions and other business activities in accordance with applicable privacy and electronic marketing laws.

33. Where consent is required for marketing communications, Emergency Ready Academy will obtain that consent.

34. Individuals may request to stop receiving promotional electronic communications using the unsubscribe mechanism provided or by contacting Emergency Ready Academy.

35. Essential communications relating to existing bookings, enrolments, assessment and certification may continue where reasonably necessary and lawful.

9.10 Privacy Incidents and Complaints

36. Emergency Ready Academy will assess suspected privacy incidents and take appropriate action in accordance with applicable legal requirements.

37. Where a privacy incident triggers a legal notification obligation, Emergency Ready Academy will take the required steps, including notifying affected individuals or relevant authorities where applicable.

38. Privacy enquiries or complaints may be submitted in writing to enquiry@emergencyreadyacademy.com.au.

39. Emergency Ready Academy will investigate privacy complaints and aim to respond within a reasonable timeframe.

40. Where appropriate, matters may be referred to Allens Training Pty Ltd (RTO 90909) or the Office of the Australian Information Commissioner.

9.11 Privacy Rights

41. Nothing in this section excludes or restricts privacy rights, statutory protections or remedies available under applicable Australian law.

10.1 General Access

1. Emergency Ready Academy may provide participants and booking organisations with access to online booking systems, learning management systems, assessment platforms and other digital services required for training and administration.

2. Access to these systems is provided for authorised training, assessment, enrolment and administrative purposes only.

3. Participants must comply with reasonable instructions and applicable terms of use when accessing platforms operated by Emergency Ready Academy, Allens Training Pty Ltd (RTO 90909) or authorised third-party providers.

4. Access to a participant-facing platform does not authorise access to internal administrative systems, other participants' records or restricted information.

10.2 User Accounts and Login Credentials

5. Participants are responsible for maintaining the confidentiality of their login credentials.

6. Participants must not share their accounts or permit another person to undertake training or assessment using their identity.

7. Participants must not access another person's account without appropriate authorisation.

8. Participants must promptly report suspected unauthorised access or compromised account credentials.

9. Where appropriate, Emergency Ready Academy may assist participants in obtaining account access or resetting credentials through the relevant platform provider.

10.3 Acceptable Use

10. Participants must use training platforms responsibly and for their intended purposes.

11. Participants must not:

• Attempt to gain unauthorised access to systems, accounts or information.

• Interfere with the operation or security of training platforms.

• Introduce malicious software or other harmful content.

• Attempt to bypass access controls or assessment restrictions.

• Deliberately alter, destroy or misuse another person's information.

• Use training platforms for unlawful, abusive or fraudulent activities.

12. Participants must follow reasonable instructions concerning system access, online learning and assessment submissions.

10.4 Online Learning and Assessment Integrity

13. Online learning and assessment activities must be completed in accordance with the applicable course and RTO requirements.

14. Participants must submit their own work and must not engage in impersonation, plagiarism, cheating or other academic misconduct.

15. The use of external assistance, including artificial intelligence tools, automated answer generators or assistance from another person, must comply with the relevant assessment instructions and issuing RTO's policies.

16. Where assessment instructions require independent completion, participants must not use unauthorised assistance.

17. Suspected assessment misconduct may be referred to Allens Training Pty Ltd (RTO 90909) for consideration under its applicable policies.

18. Assessment outcomes and any resulting action will be determined in accordance with the relevant RTO requirements and applicable review or appeals processes.

10.5 Technical Requirements and Participant Responsibilities

19. Where a course requires online learning, participants are responsible for arranging reasonable access to a compatible device, internet connection and any software requirements communicated before enrolment or training.

20. Emergency Ready Academy will endeavour to provide relevant access instructions and technical requirements before participants are required to use an online platform.

21. Participants are encouraged to test their access and report technical difficulties as early as reasonably practicable.

22. Participants experiencing technical difficulties are encouraged to contact Emergency Ready Academy for assistance before their scheduled training session.

23. Emergency Ready Academy will consider reasonable assistance, alternative access arrangements, extensions or rescheduling where appropriate and consistent with the applicable course and RTO requirements.

24. Technical difficulties do not automatically exempt participants from mandatory training or assessment requirements.

10.6 Incomplete Online Learning Due to Technical Difficulties

25. Where a participant has been unable to complete required online learning because of technical difficulties, the trainer or assessor may permit attendance at the scheduled practical training session at their discretion.

26. Permission to attend is subject to:

• The applicable course requirements.

• The issuing RTO's policies and assessment procedures.

• The participant being able to participate safely.

• Any mandatory prerequisites being satisfied.

• The outstanding learning and assessment requirements being capable of completion within the permitted timeframe.

27. Where attendance is permitted, the participant remains responsible for completing all outstanding mandatory learning and assessment requirements.

28. Successful course completion or certification cannot be recorded until all applicable requirements have been satisfactorily completed.

29. Where technical difficulties prevent the participant from meeting mandatory prerequisites or participating safely, Emergency Ready Academy may arrange an alternative training date or another appropriate solution.

30. Decisions concerning attendance and outstanding learning requirements will be made consistently with Section 6 — Attendance and Punctuality.

10.7 System Availability and Technical Interruptions

31. Emergency Ready Academy will make reasonable efforts to facilitate access to required training platforms.

32. Platform availability may be affected by maintenance, technical faults, internet interruptions, security incidents or third-party service disruptions.

33. Where a significant technical issue prevents a participant from completing required training or assessment, Emergency Ready Academy will consider an appropriate extension, alternative access arrangement or rescheduling option, subject to the applicable course and RTO requirements.

34. Participants will not ordinarily be charged a rebooking fee where the need to reschedule arises solely from a system failure attributable to Emergency Ready Academy or its authorised service providers.

35. Where technical difficulties arise from a participant's own equipment, internet connection or circumstances, Emergency Ready Academy will consider reasonable assistance or alternative arrangements on a case-by-case basis.

36. Any applicable rights or remedies under Australian Consumer Law remain unaffected.

10.8 Training Materials and Digital Resources

37. Training materials, online resources and assessment content may be owned or licensed by Emergency Ready Academy, Allens Training Pty Ltd or other authorised content providers.

38. Participants may access and use these materials only for the purposes permitted by the relevant course and applicable licence conditions.

39. Participants must not reproduce, distribute, sell, publish or commercially exploit restricted training or assessment materials without appropriate authorisation, except where permitted by law.

40. Participants must not share restricted assessment questions, answers or confidential training resources in a manner that compromises assessment integrity.

10.9 Suspension or Restriction of Access

41. Emergency Ready Academy may request or implement a reasonable restriction or suspension of system access where necessary to address:

• Suspected unauthorised access.

• Security risks.

• Fraudulent or abusive activity.

• Serious breaches of acceptable-use requirements.

• Other legitimate operational or regulatory concerns.

42. Any restriction will be proportionate to the circumstances and consistent with applicable law and the relevant platform provider's or issuing RTO's requirements.

43. Where practicable and appropriate, affected participants will be informed of the reason for a restriction and the steps available to resolve the issue.

44. Restrictions on access must not be used to improperly prevent participants from exercising applicable statutory rights, accessing required records or pursuing complaints and appeals.

10.10 Privacy and Data Protection

45. Personal information collected or processed through training platforms will be handled in accordance with Section 9 — Privacy and Personal Information and applicable legislation.

46. Participants must respect the confidentiality and privacy of information belonging to other participants, trainers and booking organisations.

11.1 General Booking Arrangements

1. Emergency Ready Academy provides training services for workplaces, businesses, government organisations, community groups, private groups and individual participants.

2. Training may be delivered at a client's workplace, an agreed external venue, a participant's home or another suitable location approved by Emergency Ready Academy.

3. Workplace and group bookings may be arranged directly with Emergency Ready Academy or through an approved booking platform or written agreement.

4. The agreed course, participant numbers, delivery location, schedule, fees and any special arrangements will be confirmed before training wherever reasonably practicable.

5. Any separately negotiated written agreement will apply to the extent that it is consistent with applicable law and the issuing Registered Training Organisation's requirements.

11.2 Participant Numbers and Training Arrangements

6. Emergency Ready Academy does not generally impose minimum participant numbers for workplace, group, private or individual training bookings.

7. Training may be delivered to a single participant where the applicable course and assessment requirements can be satisfied.

8. Certain courses may require additional participants, role players, support personnel or other arrangements to satisfy mandatory practical assessment requirements.

9. Where additional personnel or special arrangements are necessary, Emergency Ready Academy will discuss these requirements with the client before confirming the affected training arrangements.

10. Emergency Ready Academy's standard maximum group size is 25 participants per trainer or assessor.

11. A lower participant limit may apply where required by:

• The relevant course or unit of competency.

• The issuing Registered Training Organisation's requirements.

• Practical assessment conditions.

• Equipment availability or venue capacity.

• Workplace health and safety considerations.

• The nature or complexity of the training activities.

12. Emergency Ready Academy may require additional trainers or assessors, or arrange separate training sessions, where participant numbers exceed the applicable limit.

13. Any additional costs associated with extra trainers, assessors or sessions will be disclosed and agreed upon before the booking is confirmed or the additional services are provided.

14. The maximum group size does not override any mandatory trainer-to-participant ratio or other regulatory requirement.

11.3 Client Responsibilities

15. The booking organisation or client is responsible for providing accurate booking information and communicating relevant training arrangements to participants.

16. Unless otherwise agreed, the client is responsible for:

• Confirming the agreed training date, time and location.

• Ensuring participants are informed of attendance and enrolment requirements.

• Making reasonable arrangements for participants to attend the scheduled training.

• Providing access to the agreed venue and facilities.

• Advising Emergency Ready Academy of relevant site access or safety requirements.

• Communicating any material changes affecting the booking.

17. Participants remain individually responsible for satisfying applicable enrolment, attendance, safety and assessment requirements.

18. The client must advise Emergency Ready Academy as soon as reasonably practicable if circumstances arise that may prevent training from proceeding as agreed.

11.4 Training Venues and Facilities

19. Where training is delivered at a client-provided venue, the client must provide facilities that are reasonably safe, accessible and suitable for the agreed training activities.

20. Depending on the course, suitable facilities may include:

• Adequate space for participants and practical activities.

• Appropriate seating, tables and lighting.

• Suitable ventilation and temperature conditions.

• Access to required amenities.

• Safe access and emergency exits.

• Appropriate electrical supply or other facilities communicated before training.

• A suitable area for practical assessment activities.

21. Any specialist venue or facility requirements will be communicated before training wherever reasonably practicable.

22. Emergency Ready Academy may assess the suitability of a venue before or during training.

23. Trainers and assessors may suspend, modify or decline to commence an activity where the venue or conditions present an unacceptable safety risk or do not satisfy mandatory training or assessment requirements.

24. Where an issue is identified, Emergency Ready Academy and the client will consider reasonable measures to resolve it before cancelling or rescheduling the affected activities.

11.5 Equipment and Training Resources

25. Emergency Ready Academy will ordinarily provide the training and assessment equipment required for standard course delivery unless otherwise agreed.

26. Where specialist equipment, machinery, facilities or materials must be supplied by the client, these requirements will be identified before training wherever reasonably practicable.

27. Client-supplied equipment must be suitable for its intended use, maintained appropriately and compliant with applicable safety requirements.

28. Trainers and assessors may refuse the use of equipment they reasonably consider unsafe, defective or unsuitable for training or assessment.

29. Participants must comply with all applicable PPE and specialist course safety requirements under Section 7 — Participant Responsibilities.

11.6 Scheduling and Delivery Times

30. Training dates, commencement times and expected delivery arrangements will be agreed upon during the booking process.

31. Clients must make reasonable efforts to ensure participants are available at the scheduled commencement time and for the required duration.

32. Where operational requirements, shift changes or workplace interruptions affect attendance, Emergency Ready Academy will consider reasonable adjustments where practicable and consistent with the course and RTO requirements.

33. Changes to training arrangements must be communicated and agreed upon before implementation wherever reasonably practicable.

34. Additional sessions, extended delivery times or repeat visits requested by the client may attract additional charges where agreed in advance.

11.7 Travel, Accommodation and Additional Charges

35. Additional charges may apply to workplace, private or group training where the agreed arrangements require:

• Travel beyond the Academy's standard delivery arrangements.

• Accommodation or overnight stays.

• After-hours, weekend or public holiday delivery.

• Specialist equipment, facilities or additional personnel.

• Other non-standard training requirements.

36. Applicable additional charges will be disclosed and agreed upon before the booking is confirmed.

37. Where the client requests changes after confirmation that create additional costs, those costs must be discussed and agreed upon before they are incurred.

38. Emergency Ready Academy will not impose undisclosed additional charges without an appropriate contractual or legal basis.

11.8 Client-Caused Delays and Training Disruptions

39. Where training cannot commence or proceed as agreed because of circumstances within the client's reasonable control, Emergency Ready Academy will first consider whether the issue can be resolved without materially affecting the training or assessment requirements.

40. Relevant circumstances may include:

• Failure to provide access to the agreed venue.

• An unsuitable or unsafe training environment.

• Unavailability of participants.

• Failure to provide agreed client-supplied equipment or facilities.

• Material changes to the agreed arrangements without reasonable notice.

41. Where the issue cannot be resolved, Emergency Ready Academy may suspend the affected activities or propose alternative arrangements.

42. Any cancellation, rebooking or additional charges will be assessed in accordance with Section 4 — Cancellations, Rebooking & Refunds, the applicable written agreement and relevant law.

43. Emergency Ready Academy will take reasonable steps to minimise avoidable costs and will not automatically impose the full course fee solely because training could not proceed.

11.9 Changes to Participant Numbers

44. Clients should notify Emergency Ready Academy of changes to participant numbers as early as reasonably practicable.

45. Additional participants may be accepted where trainer capacity, equipment, facilities and assessment requirements permit.

46. Participant numbers must not exceed 25 per trainer or assessor or any lower applicable course, safety or RTO limit.

47. Where participant numbers exceed the applicable limit, additional trainers, assessors or separate training sessions may be required.

48. Any increase in fees arising from additional participants, trainers or sessions must be agreed upon before the additional services are provided.

49. Reductions in participant numbers will be considered in accordance with the agreed pricing arrangement, Section 4 and applicable law.

50. A reduction in participant numbers does not automatically require cancellation of the course where the remaining participants can satisfy the applicable training and assessment requirements.

11.10 Training Quality and Regulatory Compliance

51. All accredited workplace and group training delivered on behalf of Allens Training Pty Ltd (RTO 90909) must satisfy applicable training and assessment requirements.

52. Emergency Ready Academy will not modify or omit mandatory assessment requirements solely to accommodate workplace schedules, participant numbers or operational demands.

53. Reasonable adjustments and alternative delivery arrangements may be considered where permitted by the issuing RTO and applicable legislation.

54. Successful course completion and certification remain subject to Section 8 — Assessment and Certification.

11.11 Consumer and Contractual Rights

55. Nothing in this section excludes, restricts or modifies rights or remedies available under Australian Consumer Law or other applicable legislation.

56. Where a workplace or group booking is governed by a separately negotiated written agreement, the parties' rights and obligations will be interpreted consistently with applicable law.

12.1 General Risk Acknowledgement

1. Emergency Ready Academy provides practical and theoretical training that may involve physical activities, specialised equipment, simulated emergencies and exposure to hazards associated with the relevant course.

2. Participants acknowledge that some practical training activities involve inherent risks, including the possibility of physical injury or damage to property.

3. Emergency Ready Academy will take reasonably practicable steps to identify, assess and manage risks associated with its training activities in accordance with applicable work health and safety legislation and relevant training requirements.

4. Participants must comply with reasonable safety instructions, training procedures and directions provided by trainers, assessors and authorised personnel.

5. Acknowledgement of training risks does not exclude or reduce any duty or liability that cannot lawfully be excluded.

12.2 Emergency Ready Academy's Responsibilities

6. Emergency Ready Academy will take reasonably practicable steps to provide a safe training environment for activities under its management or control.

7. These steps may include:

• Conducting appropriate risk assessments.

• Providing safety briefings and instructions.

• Using suitable training and assessment equipment.

• Implementing appropriate supervision and safety controls.

• Providing or identifying required personal protective equipment.

• Responding appropriately to identified hazards and incidents.

• Ensuring trainers and assessors have the competencies and authorisations required for their assigned activities.

8. Emergency Ready Academy may modify, postpone, suspend or cancel training activities where reasonably necessary to manage safety risks or satisfy mandatory training and assessment requirements.

9. Nothing in these Terms & Conditions removes Emergency Ready Academy's obligations under applicable work health and safety, consumer protection or other legislation.

12.3 Participant Responsibilities

10. Participants must take reasonable care for their own health and safety and avoid conduct that may adversely affect the safety of others.

11. Participants must:

• Follow reasonable trainer and assessor instructions.

• Use equipment only as authorised.

• Wear required personal protective equipment.

• Remain within designated training areas.

• Report hazards, incidents, injuries and defective equipment.

• Avoid reckless, unsafe or deliberately dangerous behaviour.

• Comply with applicable site and course safety procedures.

12. Participants must not undertake practical activities while impaired in a manner that may compromise safety.

13. Participants should advise the trainer or assessor of any relevant functional limitation, injury or other circumstance that may affect safe participation, so that reasonable adjustments can be considered.

14. Participants must not undertake an activity they have been instructed to stop or for which they have not received appropriate authorisation.

12.4 Specialist and Higher-Risk Training

15. Certain courses may involve additional hazards requiring specific safety arrangements.

16. These courses may include:

• Chainsaw and forestry operations.

• Rescue and emergency response training.

• Firefighting and fire equipment training.

• Working at heights.

• Electrical safety and low-voltage rescue.

• Breathing apparatus and other specialist practical activities.

17. Additional safety requirements may include:

• Course-specific risk assessments.

• Mandatory safety briefings.

• Specialist personal protective equipment.

• Equipment inspections.

• Designated exclusion zones.

• Participant fitness or prerequisite requirements.

• Specific supervision arrangements.

• Separate risk acknowledgements or safety documentation.

18. Emergency Ready Academy may require participants undertaking higher-risk training to complete a course-specific risk acknowledgement before participating in relevant practical activities.

19. A course-specific risk acknowledgement may include:

• Identification of significant hazards associated with the training.

• An explanation of the practical activities participants will undertake.

• Mandatory safety controls and procedures.

• Required personal protective equipment.

• Participant responsibilities and conduct expectations.

• Confirmation that the participant has received and understood relevant safety instructions.

• Acknowledgement of the participant's responsibility to report safety concerns and comply with reasonable directions.

20. Where a course-specific risk acknowledgement is required, Emergency Ready Academy will endeavour to advise participants before training commences.

21. Participants must complete required safety documentation and participate in mandatory safety briefings before undertaking the relevant practical activities.

22. A participant who declines to complete mandatory safety documentation or comply with essential safety requirements may be prevented from undertaking the affected practical activities, where lawful and reasonable.

23. Emergency Ready Academy will consider any applicable reasonable adjustments, alternative arrangements and statutory rights before determining the consequences for the participant's booking or assessment.

24. Course-specific risk acknowledgements supplement these Terms & Conditions and do not exclude, restrict or modify any legal rights, guarantees or liabilities that cannot lawfully be excluded.

25. The completion of a risk acknowledgement does not replace Emergency Ready Academy's obligation to implement appropriate safety controls, supervision and risk-management procedures.

12.5 Client-Provided Venues and Equipment

26. Where training takes place at a workplace or venue provided by a client, the client is responsible for matters within its management or control, including providing a reasonably safe and suitable training environment.

27. The client must disclose known site hazards and relevant safety requirements that may affect the agreed training activities.

28. Where the client provides equipment, machinery or facilities for training, the client must take reasonable steps to ensure they are suitable, maintained and safe for their intended use.

29. Emergency Ready Academy will undertake appropriate checks and assessments within its responsibilities and may refuse to use equipment or facilities reasonably considered unsafe or unsuitable.

30. The allocation of responsibilities between Emergency Ready Academy and the client does not remove either party's applicable statutory duties.

12.6 Injuries, Incidents and Emergencies

31. All injuries, incidents, near misses and significant hazards arising during training must be reported to the trainer or assessor as soon as reasonably practicable.

32. Emergency Ready Academy will respond to incidents in accordance with applicable emergency procedures, work health and safety requirements and relevant RTO obligations.

33. Where appropriate, Emergency Ready Academy may arrange or request emergency assistance.

34. Incident information will be recorded, managed and disclosed in accordance with applicable legal, regulatory and privacy requirements.

35. Emergency Ready Academy may suspend affected training activities until it is reasonably safe and appropriate to resume.

12.7 Personal Belongings and Property

36. Participants are encouraged to take reasonable care of personal belongings brought to training.

37. Unless otherwise agreed, Emergency Ready Academy does not undertake to provide secure storage for personal belongings.

38. To the extent permitted by law, Emergency Ready Academy is not responsible for loss of or damage to personal belongings arising from circumstances outside its reasonable control or where it has not breached an applicable legal duty.

39. This provision does not exclude liability for loss or damage caused by Emergency Ready Academy where liability cannot lawfully be excluded.

12.8 Damage to Training Equipment and Facilities

40. Participants must use training equipment and facilities responsibly and in accordance with instructions.

41. Where a participant deliberately or recklessly damages equipment or facilities, Emergency Ready Academy may seek recovery of reasonable repair or replacement costs where legally recoverable.

42. Participants will not automatically be responsible for ordinary wear and tear or damage arising from appropriate use of equipment during authorised training activities.

43. Any claim for equipment or property damage will be considered according to the circumstances and applicable law.

12.9 Liability and Legal Rights

44. Each party remains responsible for its acts and omissions to the extent provided by applicable law.

45. Where a participant's failure to follow reasonable safety instructions contributes to an injury or loss, that conduct may be relevant to determining responsibility in accordance with applicable law.

46. Emergency Ready Academy does not seek to exclude liability for its own negligence, breach of statutory duty or other conduct where such liability cannot lawfully be excluded.

47. Any limitation of liability contained in these Terms & Conditions applies only to the extent permitted by law.

48. Nothing in this section excludes, restricts or modifies guarantees, rights or remedies available under Australian Consumer Law or other applicable legislation.

12.10 Insurance and Third-Party Responsibilities

49. Emergency Ready Academy will maintain insurance arrangements appropriate to its operations and applicable legal or contractual requirements.

50. The existence of insurance does not guarantee that every incident, injury, loss or claim is covered.

51. Where a training activity involves a third-party venue, equipment supplier or other service provider, responsibility for an incident will be assessed according to the circumstances, applicable duties and relevant contractual arrangements.

52. Nothing in this section transfers a party's statutory safety obligations to another party where such obligations cannot lawfully be transferred.

13.1 Ownership of Intellectual Property

1. Intellectual property associated with Emergency Ready Academy's training services, website, promotional materials and business operations remains the property of its respective owner.

2. Such intellectual property may include:

• Training manuals, presentations and learning resources.

• Assessment materials, activities and supporting documents.

• Course descriptions and educational content.

• Training videos, photographs, diagrams and illustrations.

• Logos, trademarks, business names and branding.

• Website content, graphics and digital resources.

• Original policies, procedures and business documents.

3. Materials developed or owned by Emergency Ready Academy remain the property of their lawful owner, unless otherwise agreed in writing.

4. Materials provided by Allens Training Pty Ltd (RTO 90909) or another third-party content provider remain subject to the ownership rights, licences and conditions applicable to those materials.

5. Participation in training or payment of course fees does not transfer ownership of intellectual property to a participant or booking organisation.

13.2 Permitted Use of Training Materials

6. Participants may use training materials lawfully provided to them for their own personal learning, revision and participation in the relevant course.

7. Where materials are supplied electronically, participants may download, save or print copies for personal study where the relevant licence or platform conditions permit.

8. Participants may retain and refer to lawfully supplied learning materials after completing their course, subject to any applicable licence restrictions, access periods or confidentiality requirements.

9. Permission to use training materials does not grant a right to reproduce, publish, sell or distribute those materials for commercial purposes.

10. Any use beyond the permissions granted by Emergency Ready Academy, the relevant copyright owner or applicable law requires appropriate authorisation.

13.3 Prohibited Use and Distribution

11. Unless appropriately authorised or permitted by law, participants and other persons must not:

• Copy or reproduce protected training resources for unauthorised distribution.

• Sell, licence or commercially exploit protected materials.

• Upload restricted course materials to publicly accessible websites or file-sharing platforms.

• Distribute protected resources to other training providers or third parties.

• Remove copyright notices, ownership information or other rights-management markings.

• Represent another organisation's protected materials as their own.

12. Participants must not use Emergency Ready Academy's resources or branding in a manner that falsely suggests endorsement, accreditation, partnership or authorisation.

13. Nothing in this section restricts copying, use or disclosure that is permitted under applicable copyright legislation.

13.4 Assessment Materials and Confidentiality

14. Assessment instruments, examination questions, answer guides, marking criteria and other restricted assessment resources may contain confidential or protected information.

15. Participants must not distribute restricted assessment content or otherwise compromise assessment integrity.

16. Participants must not publish assessment questions, model answers or restricted assessment resources where doing so would breach applicable RTO requirements, confidentiality obligations or intellectual property rights.

17. Suspected misuse of assessment resources may be referred to Allens Training Pty Ltd (RTO 90909) for consideration under its applicable policies.

18. Assessment integrity requirements operate alongside Section 7 — Participant Responsibilities and Section 10 — Access to Systems and Training Platforms.

13.5 Emergency Ready Academy Branding

19. Emergency Ready Academy's name, logos, visual identity and associated branding must not be used for commercial or promotional purposes without appropriate authorisation, except where otherwise permitted by law.

20. Participants and clients may make truthful statements about training undertaken with Emergency Ready Academy, including identifying the training provider and any certification lawfully obtained.

21. Participants and clients must not imply that they represent Emergency Ready Academy, act on its behalf or have an endorsement or partnership that has not been authorised.

22. Requests to use Academy branding for advertising, publications, partnership activities or other promotional purposes should be submitted for approval.

13.6 Workplace and Group Training Materials

23. Where training is delivered to a workplace or organisation, course materials supplied to participants are provided for their authorised learning and training purposes.

24. Unless otherwise agreed in writing or permitted by law, payment for workplace or group training does not grant the booking organisation ownership of the training materials or permission to reproduce them for its own training programs.

25. Workplace clients wishing to reproduce, adapt, upload, distribute or otherwise reuse protected training materials beyond their authorised purpose must obtain written permission from the relevant intellectual property owner or an appropriately authorised representative before doing so.

26. Requests for broader workplace use may include:

• Distributing training manuals or presentations to employees who did not attend the course.

• Uploading protected course resources to an internal learning management system or staff intranet.

• Reproducing training materials for internal professional development.

• Adapting course content for workplace training programs.

• Incorporating protected resources into internal policies, presentations or educational materials.

27. Emergency Ready Academy may provide written permission for broader use of materials it owns or is authorised to license, subject to any applicable conditions.

28. Where materials belong to Allens Training Pty Ltd (RTO 90909) or another third party, permission must be obtained from the relevant rights holder or through an arrangement that expressly authorises the proposed use.

29. Emergency Ready Academy cannot grant permission to reproduce or distribute materials where it does not hold the necessary rights.

30. Written permission may specify:

• The materials covered by the permission.

• The permitted purpose and audience.

• Whether modification or adaptation is allowed.

• Any applicable copyright acknowledgements.

• Restrictions on further distribution.

• The period for which permission is granted.

• Any agreed licensing fees or other conditions.

31. Permission granted to one workplace or organisation does not automatically extend to another organisation or an unrelated purpose.

32. Any separately negotiated written licence or agreement concerning training materials will apply to the extent permitted by law.

13.7 Participant-Created Work

33. Participants retain any intellectual property rights they lawfully hold in original work they create during training, subject to applicable law and any valid separate agreement.

34. Participants authorise Emergency Ready Academy and, where applicable, Allens Training Pty Ltd to use and retain submitted assessment work to the extent reasonably necessary for assessment, moderation, validation, certification, quality assurance, compliance and required recordkeeping.

35. Participant work will not be used for unrelated public promotional purposes without an appropriate lawful basis or authorisation.

36. Personal information contained in participant work will be handled in accordance with Section 9 — Privacy and Personal Information.

13.8 Photography, Recording and Reproduction

37. Participants must obtain appropriate authorisation before photographing, recording or reproducing restricted training presentations, assessment activities or materials.

38. Photography or recording involving other participants, trainers or assessors must also comply with applicable privacy requirements and consent arrangements.

39. Emergency Ready Academy may restrict recording where reasonably necessary to protect privacy, safety, confidential information, assessment integrity or intellectual property rights.

40. Any Academy use of identifiable participant photographs, video recordings or testimonials for promotional purposes will be subject to applicable privacy law and appropriate authorisation.

13.9 Breaches of Intellectual Property Requirements

41. Where Emergency Ready Academy becomes aware of suspected unauthorised use or distribution of protected materials, it may investigate the matter and request that the activity cease.

42. Depending on the circumstances and applicable law, Emergency Ready Academy may:

• Request removal of unauthorised content.

• Restrict access to protected resources.

• Refer assessment-related matters to the issuing RTO.

• Seek appropriate legal remedies where available.

43. Any action taken will be proportionate to the circumstances and consistent with applicable contractual, statutory and procedural requirements.

13.10 Legal Rights and Exceptions

44. Nothing in this section excludes or restricts rights, exceptions or permitted uses available under the Copyright Act 1968 (Cth) or other applicable legislation.

45. Nothing in this section transfers intellectual property ownership where Emergency Ready Academy does not lawfully hold the relevant rights.

46. These provisions do not exclude, restrict or modify any applicable rights or remedies under Australian Consumer Law.

14.1 General Principles

1. Emergency Ready Academy is committed to handling complaints, concerns and appeals fairly, respectfully, consistently and within reasonable timeframes.

2. Participants, prospective participants, workplace clients and other persons directly affected by Academy services may raise concerns about relevant training, assessment, administration or service delivery matters.

3. Emergency Ready Academy will endeavour to provide an accessible complaints process without discrimination, intimidation, harassment or unreasonable disadvantage.

4. Complaints and appeals will be considered objectively, with appropriate regard to procedural fairness, confidentiality, applicable legislation and the policies of Allens Training Pty Ltd (RTO 90909).

5. A person will not be penalised solely for making a genuine complaint or exercising an available review or appeal right.

14.2 Complaints and Appeals Defined

6. A complaint is an expression of dissatisfaction concerning an aspect of Emergency Ready Academy's services, conduct or administration for which a response or resolution is sought.

7. Complaints may concern:

• Booking or enrolment arrangements.

• Fees, payments, cancellations or refunds.

• Training delivery or participant support.

• Trainer or staff conduct.

• Venue conditions, equipment or safety.

• Communication or administrative processes.

• Privacy or the handling of personal information.

• Other matters relating to Academy services.

8. An appeal is a request for a formal review of a decision affecting a participant, including an assessment decision, where a review or appeal process is available.

9. Appeals concerning accredited training, assessment outcomes or certification will be handled in accordance with the applicable policies and procedures of Allens Training Pty Ltd (RTO 90909).

14.3 Informal Resolution

10. Where appropriate, participants and clients are encouraged to raise minor concerns directly with the relevant trainer, assessor or Academy representative.

11. Emergency Ready Academy will endeavour to resolve suitable concerns promptly and informally.

12. Informal resolution is optional and is not a mandatory prerequisite to submitting a formal complaint.

13. Matters involving serious misconduct, safety risks, discrimination, privacy breaches or other significant concerns may be referred directly for formal consideration.

14.4 Submitting a Formal Complaint

14. Formal complaints should ordinarily be submitted in writing to:

Emergency Ready Academy

Email: enquiry@emergencyreadyacademy.com.au

15. Complaints should include, where reasonably available:

• The complainant's name and contact details.

• The relevant course, booking or training date.

• A description of the concern.

• Relevant supporting information or documents.

• The outcome or resolution being sought.

16. Emergency Ready Academy may request further information where reasonably necessary to understand or investigate a complaint.

17. Where a person has difficulty submitting a written complaint because of disability, language, literacy or accessibility needs, reasonable assistance or an alternative submission arrangement may be considered.

18. A complaint will not automatically be rejected solely because it was initially raised verbally or does not follow a particular format.

14.5 Acknowledgement and Response Timeframes

19. Emergency Ready Academy will aim to acknowledge a formal complaint within two (2) business days of receipt.

20. Emergency Ready Academy will aim to provide an initial substantive response or progress update within ten (10) business days of receipt.

21. Emergency Ready Academy will aim to resolve straightforward complaints within twenty (20) business days of receipt, where reasonably practicable.

22. Where a complaint requires further investigation, the Academy will advise the complainant of the expected next steps and, where reasonably practicable, an estimated resolution timeframe.

23. Complex matters, matters involving external parties or matters requiring RTO review may take longer than the standard resolution target.

24. Where additional time is required, Emergency Ready Academy will provide reasonable progress updates and advise the complainant of material changes to the anticipated timeframe.

25. These timeframes are Academy service targets rather than guaranteed resolution deadlines.

26. Any mandatory timeframe imposed by applicable legislation or the issuing RTO's complaints and appeals procedures will take precedence over an inconsistent Academy service target.

27. For the purposes of this section, business days exclude Saturdays, Sundays and public holidays observed in New South Wales.

14.6 Complaint Assessment and Investigation

28. Emergency Ready Academy will assess the nature of the complaint and determine an appropriate process for consideration.

29. Depending on the circumstances, the process may include:

• Reviewing relevant booking, training or administrative records.

• Obtaining information from the complainant.

• Seeking a response from relevant staff or other affected persons.

• Reviewing applicable policies, agreements and RTO requirements.

• Considering available evidence and possible remedies.

• Referring matters to the issuing RTO or another appropriate authority.

30. Where practicable, a person directly involved in the subject of a serious complaint should not be solely responsible for determining its outcome.

31. Persons whose conduct is the subject of a complaint will ordinarily be given a reasonable opportunity to respond before an adverse finding is made, subject to applicable legal, safety and confidentiality considerations.

32. Emergency Ready Academy may take appropriate interim steps where necessary to address an immediate safety, welfare or security concern.

14.7 Complaint Outcomes

33. Following consideration of a complaint, Emergency Ready Academy will communicate the outcome to the complainant, subject to privacy and confidentiality obligations.

34. Depending on the circumstances, outcomes may include:

• An explanation or clarification.

• An apology or acknowledgement of a service concern.

• Correction of an administrative error.

• Additional participant assistance.

• Alternative training arrangements.

• A refund or other remedy where appropriate.

• Changes to procedures or service delivery.

• Referral to Allens Training Pty Ltd or another appropriate body.

• A determination that the complaint is not substantiated.

35. Where a complaint is not upheld, Emergency Ready Academy will endeavour to provide an appropriate explanation of the decision.

36. Any refund or other financial remedy will be considered consistently with Section 4 — Cancellations, Rebooking & Refunds and applicable law.

14.8 Assessment Appeals

37. Participants who disagree with an assessment decision may request information about the applicable assessment review or appeals process.

38. Appeals concerning nationally recognised training will be managed in accordance with the policies and procedures of Allens Training Pty Ltd (RTO 90909).

39. Emergency Ready Academy may assist participants in identifying the appropriate appeal process and submitting relevant information to the issuing RTO.

40. Emergency Ready Academy trainers and administrative personnel cannot independently overturn an RTO assessment decision outside the applicable authorised review process.

41. Applicable RTO appeal lodgement deadlines, review procedures, evidence requirements and available outcomes will take precedence over any inconsistent Academy administrative arrangements.

42. Participants retain any applicable rights to request reassessment, review or appeal under the issuing RTO's policies and relevant legislation.

14.9 Escalation and Independent Review

43. Where a complaint cannot be resolved satisfactorily by Emergency Ready Academy, the complainant may request further review or information about appropriate escalation options.

44. Complaints relating to accredited training, assessment, certification or RTO-regulated activities may be referred to Allens Training Pty Ltd (RTO 90909) in accordance with its procedures.

45. Emergency Ready Academy will not require a person to abandon an available statutory complaint, review or appeal right as a condition of seeking internal resolution.

46. Depending on the subject matter, complainants may also have rights to contact an appropriate external authority, regulator, consumer protection body or other dispute resolution service.

47. External bodies may have jurisdictional limitations or require particular steps to be completed before considering a matter.

14.10 Confidentiality and Privacy

48. Complaints and appeals will be handled with appropriate confidentiality and in accordance with Section 9 — Privacy and Personal Information.

49. Information will be shared only where reasonably necessary for investigation, resolution, regulatory compliance or another lawful purpose.

50. Absolute confidentiality cannot be guaranteed where disclosure is required or authorised by law, necessary for procedural fairness or required for an appropriate investigation.

51. Records of complaints, appeals, investigations and outcomes will be retained in accordance with applicable legal and RTO requirements.

14.11 Protection Against Victimisation

52. Emergency Ready Academy will not tolerate retaliation against a person solely because they have made a genuine complaint, provided relevant information or exercised an available appeal right.

53. Knowingly false or malicious allegations may be addressed where appropriate and lawful, but a complaint will not be considered malicious merely because it cannot be substantiated.

54. Emergency Ready Academy will take reasonable steps to ensure that complaints and appeals do not improperly interfere with a participant's access to training, assessment or applicable certification processes.

14.12 Continuous Improvement and Legal Rights

55. Emergency Ready Academy may review complaint and appeal outcomes to identify opportunities for service improvement, staff development or corrective action.

56. Nothing in this section excludes, restricts or modifies rights or remedies available under Australian Consumer Law, applicable education and training legislation or other relevant laws.

57. Where an issuing RTO's mandatory complaints or appeals procedure applies, that procedure will govern the relevant regulated matter.

15.1 General Conditions

1. Emergency Ready Academy may offer promotional vouchers, emergency services discounts, discounted training campaigns, free training events and other promotional offers from time to time.

2. Each offer is subject to these Terms & Conditions and any additional eligibility, validity or redemption conditions communicated for that promotion.

3. Promotional discounts apply only to eligible courses, participants and bookings.

4. Unless expressly stated otherwise, promotional discounts cannot be combined with other discounts, promotional offers, vouchers or special pricing arrangements.

5. Promotional discounts do not automatically apply to separately negotiated workplace contracts, customised training packages or other contracted arrangements unless agreed in writing.

6. Promotional conditions will be made available to eligible customers before they commit to a booking, where applicable.

7. Nothing in this section excludes or restricts rights under Australian Consumer Law.

15.2 Standard Course Pricing and Discount Calculations

8. Unless the relevant offer expressly provides otherwise, percentage-based promotional discounts are calculated against the eligible course's standard public price before any promotional discount.

9. Promotional discounts are not automatically calculated against one-on-one rates, group rates, contracted rates or previously discounted prices.

10. Where a participant qualifies for more than one discount, only one discount may ordinarily be applied to the booking. One promotional discount per eligible participant per course place, not one discount across an entire group booking.

11. Any exception permitting multiple discounts must be expressly approved or stated in the applicable promotion.

12. Additional fees, third-party charges, travel expenses, specialist arrangements and other separately agreed charges are excluded from promotional discounts unless expressly stated otherwise.

13. Emergency Ready Academy will disclose the applicable price and discount before confirming the booking.

15.3 25% Off Promotional Vouchers

14. Emergency Ready Academy may issue promotional vouchers entitling eligible recipients to 25% off the standard public course price of selected eligible training courses.

15. A voucher must be valid, authentic and used in accordance with its stated conditions.

16. To redeem a physical promotional voucher, the participant must ordinarily:

• Enter the applicable voucher code during booking or provide it before course commencement.

• Present the original physical voucher on the day of training.

• Satisfy any other eligibility conditions communicated with the offer.

17. Where a participant is unable to present the original physical voucher, Emergency Ready Academy may, at its discretion, accept an alternative method of verification.

18. Alternative verification may include confirming that:

• The voucher code is authentic.

• The voucher has not previously been redeemed.

• The voucher remains within its validity period.

• The person attempting redemption is entitled to use the voucher.

• No other material redemption condition has been breached.

19. Emergency Ready Academy is not obliged to accept an unverified voucher code or provide a discount where eligibility or authenticity cannot reasonably be established, subject to applicable law.

20. Each promotional voucher code is valid for one use only, unless expressly stated otherwise.

21. Once validly redeemed, a voucher cannot be used for another booking, subject to any applicable cancellation, rebooking or consumer rights.

22. Promotional vouchers are intended for use by their original recipients unless transfer is expressly approved in writing.

23. Vouchers are not redeemable for cash and cannot be exchanged for another promotional benefit unless required by law or expressly approved.

24. Promotional vouchers cannot ordinarily be used with another promotion, voucher, discount or special offer.

15.4 Voucher Validity and Presentation

25. Promotional vouchers are valid until the expiry date stated on the voucher or in the applicable promotional conditions.

26. Expired vouchers will not ordinarily be accepted, unless Emergency Ready Academy agrees to an extension or applicable law requires otherwise.

27. Lost, stolen, damaged or forgotten physical vouchers are not automatically eligible for replacement or redemption.

28. Emergency Ready Academy may consider alternative verification or replacement at its discretion where the voucher's authenticity and unused status can be established.

29. Where a participant cannot satisfy the applicable redemption requirements, the promotional discount may be declined and the correct applicable course fee will be advised.

30. Any outstanding payment will be managed in accordance with Section 2 — Payment Terms and applicable law.

15.5 Emergency Services Discount

31. Emergency Ready Academy recognises the contribution of emergency services personnel and volunteers by offering an Emergency Services Discount of 25% on selected eligible courses.

32. The discount applies to eligible participants who are active members, volunteers or employees of recognised Australian emergency service or response organisations.

33. Recognised organisations may include:

• Rural Fire Service, Country Fire Authority and other state or territory fire services.

• Fire and Rescue services.

• Ambulance services, including paramedics and volunteer first responders.

• State, territory and federal police services.

• Surf Life Saving Australia and affiliated clubs.

• Marine Rescue organisations.

• Volunteer Rescue Association and affiliated rescue units.

• St John Ambulance volunteers and staff.

• Australian Defence Force personnel.

• Other emergency response or community rescue organisations approved by Emergency Ready Academy.

34. Emergency Ready Academy may recognise additional organisations where appropriate.

35. Eligibility must be established through reasonable evidence of current membership, volunteering or employment.

36. Acceptable evidence may include:

• A current emergency services identification card.

• An official membership profile.

• Current organisational documentation.

• Other evidence reasonably accepted by Emergency Ready Academy.

37. Verification may be requested during booking or on the day of training.

38. Where eligibility cannot be established, the discount may be declined and the participant will be advised of the applicable course fee.

15.6 Emergency Services Discount Conditions

39. The Emergency Services Discount applies to selected eligible courses, which may include first aid, advanced first aid and mental health training.

40. Course eligibility will be determined by the applicable published offer or written confirmation from Emergency Ready Academy.

41. The discount may apply to individual or group bookings where the applicable participants satisfy the eligibility requirements.

42. No minimum group size is required solely to access the Emergency Services Discount.

43. The discount is personal to the eligible participant and cannot be transferred to an ineligible person.

44. The Emergency Services Discount cannot ordinarily be combined with promotional vouchers, other discounts or special offers.

45. The discount does not automatically apply to specialised, customised or contracted training arrangements unless agreed in writing.

46. The discount is not redeemable for cash or credit and will not ordinarily be applied retrospectively to completed bookings, subject to applicable law.

15.7 Promotional Campaigns and Discounted Training

47. Emergency Ready Academy may conduct promotional campaigns associated with public awareness activities, community events, seasonal offers or other training initiatives.

48. Each campaign may specify:

• Eligible courses.

• Eligible participants or groups.

• Discount amounts or percentages.

• Booking and redemption requirements.

• Promotional dates and expiry conditions.

• Participant or booking limits.

• Applicable locations or delivery arrangements.

• Any other relevant restrictions.

49. Campaign-specific conditions will apply in addition to these Terms & Conditions.

50. Where an offer is limited to a particular event, campaign, location or booking period, the discount will ordinarily apply only within those stated limits.

51. Emergency Ready Academy may establish reasonable participation limits where required by available training capacity, equipment, staffing or applicable course requirements.

15.8 Free Training Events

52. Emergency Ready Academy may offer free training sessions or educational activities as part of community awareness or promotional initiatives.

53. Free training events may be subject to registration requirements, attendance limits, eligibility criteria and available resources.

54. The promotional description will identify whether the activity provides accredited training, non-accredited education, an information session or another type of learning experience.

55. Participation in a free training event does not guarantee nationally recognised certification unless the applicable training and assessment requirements are satisfied and certification is included in the offer.

56. Free training events remain subject to relevant participant conduct, safety and course requirements.

15.9 Booking, Payment, Cancellation and Rebooking

57. Bookings made using promotional offers remain subject to the Academy's standard booking, payment, cancellation and rebooking conditions unless a lawful, clearly disclosed promotional condition provides otherwise.

58. Any remaining course balance after an approved discount must be paid in accordance with Section 2 — Payment Terms.

59. Cancellation, rebooking and refund requests will be considered in accordance with Section 4 — Cancellations, Rebooking & Refunds and applicable law.

60. Where a participant rebooks an eligible course, Emergency Ready Academy will consider whether the original promotional benefit can reasonably be retained, taking account of the offer conditions and circumstances.

61. A promotional voucher or discount will not automatically be forfeited solely because Emergency Ready Academy cancels or reschedules a course.

62. Any refund will be calculated according to the amount actually paid, the applicable booking conditions and the participant's legal rights.

15.10 Misuse, Verification and Refusal

63. Emergency Ready Academy may reasonably verify eligibility, voucher authenticity and compliance with promotional conditions.

64. A promotional benefit may be refused or invalidated where there is reasonable evidence of:

• Fraudulent or duplicated voucher use.

• Material alteration of a voucher.

• Misrepresentation of eligibility.

• Previous redemption of a single-use code.

• A material breach of the applicable promotional conditions.

65. Emergency Ready Academy will act reasonably when determining whether an offer is valid and will consider any information provided by the affected participant.

66. A promotion will not be retrospectively invalidated without an appropriate contractual or legal basis.

15.11 Changes and Withdrawal of Promotions

67. Emergency Ready Academy may amend, suspend or withdraw promotional offers for future bookings, subject to applicable law and any commitments already made.

68. Material changes to an advertised promotion will be communicated appropriately where reasonably practicable.

69. Emergency Ready Academy will not withdraw an accepted promotional benefit from a confirmed booking solely because it later decides to discontinue the promotion, except where a lawful basis exists.

70. Any promotional conditions relating to limited availability, closing dates or eligibility must be applied consistently with applicable consumer protection requirements.

15.12 Legal Rights

71. Promotional offers do not exclude, restrict or modify applicable consumer guarantees, statutory rights or remedies.

72. Where a promotional condition conflicts with a mandatory legal requirement, the legal requirement will prevail.

16.1 Purpose and Application

1. Emergency Ready Academy may conduct training promotions, community awareness campaigns and special educational initiatives associated with recognised awareness events.

2. These initiatives may include percentage-based course discounts, limited free training sessions, special event-based offers and other clearly advertised benefits.

3. This section supplements Section 15 — Promotional Vouchers and Discounts and establishes additional conditions for awareness-related campaigns.

4. The inclusion of a course or awareness event in this section does not mean that a discount or free training place is automatically offered every year.

5. A promotional benefit applies only where Emergency Ready Academy has expressly advertised or confirmed the relevant campaign.

16.2 Eligible Courses and Awareness Events

6. Emergency Ready Academy may conduct promotional campaigns involving the following course and awareness-event combinations:

HLTAID011 — Provide First Aid

• World First Aid Day.

• International Nurses Day.

• World Health Day.

• Thank a First Responder Day.

HLTAID009 — Provide Cardiopulmonary Resuscitation

• Restart a Heart Day.

• Heart Week.

• International Nurses Day.

HLTAID012 — Provide First Aid in an Education and Care Setting

• Children's Day.

11244NAT — Course in Mental Health Support

• R U OK? Day.

• Mental Health Month.

• International Nurses Day.

22702VIC — Course in Asthma Awareness

• Asthma Awareness Day.

• Anaphylaxis Awareness Day.

22578VIC — Course in Anaphylaxis Awareness

• Asthma Awareness Day.

• Anaphylaxis Awareness Day.

Online Autism Awareness Training

• Children's Day.

• Autism Awareness Day.

Online Foundations of Safe Sleep

• Children's Day.

7. Emergency Ready Academy may introduce additional courses or awareness campaigns, subject to course availability, applicable approvals and clearly communicated promotional conditions.

8. A course must be available for lawful delivery through the applicable training arrangement before it can be offered under a campaign.

16.3 International Nurses Day Eligibility

9. Where an International Nurses Day promotion is restricted to nursing personnel, eligible participants may include:

• Enrolled Nurses (EN).

• Registered Nurses (RN).

• Assistants in Nursing (AIN).

• Student Nurses.

• Nurse Practitioners (NP).

10. International Nurses Day promotional eligibility may apply to the following courses where they are included in the advertised campaign:

• HLTAID011 — Provide First Aid.

• HLTAID009 — Provide Cardiopulmonary Resuscitation.

• 11244NAT — Course in Mental Health Support.

11. Participants claiming eligibility must provide reasonable evidence of their relevant professional status, employment or enrolment.

12. Evidence may include appropriate professional registration details, employment identification, student identification or other documentation reasonably accepted by Emergency Ready Academy.

13. Where eligibility cannot be verified, the promotional discount may be declined and the applicable course fee will be advised.

16.4 Thank a First Responder Day Eligibility

14. Where a Thank a First Responder Day promotion is restricted to emergency services personnel, eligible participants may include current and active members, employees or volunteers of:

• Rural Fire Service organisations.

• State Emergency Service organisations.

• St John Ambulance.

• Volunteer Rescue Association organisations.

• Surf Life Saving Australia.

• Marine Rescue organisations.

• Police services.

• Fire and Rescue services.

• Ambulance services and paramedics.

• Recognised volunteer first responder organisations.

15. Emergency Ready Academy may recognise additional emergency response organisations where appropriate.

16. Participants must provide reasonable evidence of current eligibility when requested.

17. Emergency Ready Academy may decline an unverified discount, subject to the applicable promotional conditions and law.

16.5 Promotional Discounts and Booking Periods

18. Promotional discounts apply only to the courses, participants and booking periods expressly identified in the relevant campaign.

19. Unless expressly stated otherwise, a booking must be made during the advertised promotional period to qualify.

20. The training date itself may fall outside the promotional period where the published campaign conditions permit this.

21. Discounts will ordinarily be calculated against the eligible course's standard public price, consistently with Section 15.

22. Promotional discounts cannot ordinarily be combined with another promotional voucher, Emergency Services Discount, group discount, contracted price or other special offer.

23. The applicable discount amount, eligible courses and relevant restrictions will be communicated before booking confirmation.

24. Payment and booking arrangements remain subject to Sections 1 and 2.

16.6 Free and Fully Subsidised Training Events

25. Emergency Ready Academy may offer fully subsidised or 100% discounted training sessions as part of community awareness campaigns.

26. Free training places may be subject to:

• Limited participant numbers.

• Specified courses.

• Fixed training dates and locations.

• Eligibility requirements.

• Registration deadlines.

• Available trainers, facilities and equipment.

• Applicable RTO and assessment requirements.

27. Where advertised on a first-come, first-served basis, places will be allocated according to the stated booking arrangements.

28. A free training place is ordinarily secured only when the booking has been completed and confirmed.

29. A free training place does not guarantee competency or certification unless the participant satisfies all applicable course and assessment requirements.

16.7 Cancellations and Non-Attendance at Free Events

30. Participants who cannot attend a free training event are requested to provide Emergency Ready Academy with at least 48 hours' notice before the scheduled commencement time, wherever reasonably practicable.

31. Participants who become unable to attend within the 48-hour period should notify Emergency Ready Academy as soon as reasonably possible.

32. Where an event has limited places, late cancellations and non-attendance may prevent another eligible participant from attending.

33. No cancellation fee, non-attendance fee or financial penalty will be charged for cancellation or non-attendance at a free training event.

34. Emergency Ready Academy may review a participant's eligibility for future free promotional places where the participant repeatedly fails to attend confirmed bookings without reasonable notice or explanation.

35. Any restriction on future free promotional bookings must be fair, proportionate and based on the circumstances, including:

• The frequency of previous non-attendance.

• Whether reasonable notice was provided.

• Whether the participant had a reasonable explanation.

• The impact on available promotional places.

• Any relevant compassionate or exceptional circumstances.

36. Before imposing a restriction, Emergency Ready Academy will ordinarily provide the participant with an opportunity to explain the circumstances.

37. Any restriction will relate to access to future free promotional places and will not automatically affect the participant's eligibility to book standard paid training.

38. Illness, emergencies, compassionate circumstances and other reasonable explanations will be considered before any restriction is applied.

39. A single late cancellation or failure to attend will not ordinarily result in exclusion from future free training opportunities.

16.8 Availability and Participation Limits

40. Promotional training places are subject to availability, including course dates, venues, equipment, trainer capacity and applicable assessment requirements.

41. Emergency Ready Academy may limit the number of promotional or free places offered within a particular campaign.

42. Where a promotional event is fully booked, the Academy is not required to provide additional places unless it has made a separate commitment to do so.

43. Any changes to availability or promotional arrangements will be handled consistently with existing confirmed bookings and applicable law.

16.9 Transferability and Retrospective Application

44. Unless expressly stated otherwise, awareness campaign discounts and free training places are personal to the eligible participant.

45. Promotional benefits are not ordinarily transferable to another person.

46. Promotional benefits are not redeemable for cash.

47. Discounts will not ordinarily be applied retrospectively to bookings made before the relevant campaign, unless Emergency Ready Academy agrees otherwise or applicable law requires it.

16.10 Misuse and Withdrawal of Offers

48. Emergency Ready Academy may verify eligibility and investigate suspected misuse of a promotional offer.

49. A promotional benefit may be refused or withdrawn where there is reasonable evidence of fraud, misrepresentation, duplicated redemption or a material breach of clearly disclosed conditions.

50. Emergency Ready Academy may amend or discontinue campaigns for future bookings, subject to existing commitments and applicable law.

51. An accepted promotional benefit will not be withdrawn from a confirmed booking without an appropriate contractual or legal basis.

16.11 Standard Terms and Consumer Rights

52. All promotional bookings remain subject to the applicable provisions of these Terms & Conditions, including booking, payment, attendance, assessment, cancellation and refund requirements.

53. Where a campaign-specific condition conflicts with a mandatory legal requirement, the legal requirement will prevail.

54. Nothing in this section excludes, restricts or modifies applicable rights or remedies under Australian Consumer Law.

17.1 Purpose and Application

1. Emergency Ready Academy may supply first aid kits, replacement consumables and related first aid equipment directly to participants, workplace clients and other customers.

2. This section applies to goods sold or supplied directly by Emergency Ready Academy, including goods purchased in connection with training services.

3. Goods purchased separately through the Emergency Ready Group online store may be subject to that store's separate sales, delivery and returns terms.

4. Where a separate written quotation or supply agreement applies, that agreement will operate alongside these Terms & Conditions to the extent permitted by law.

5. Nothing in this section excludes, restricts or modifies rights or remedies under Australian Consumer Law.

17.2 Product Descriptions and Contents

6. Emergency Ready Academy will endeavour to provide accurate descriptions of the first aid kits and supplies offered for sale.

7. Product descriptions may identify:

• The type and intended purpose of the kit.

• Included equipment and consumables.

• Quantities and specifications.

• Available sizes or configurations.

• Any relevant expiry or replacement considerations.

8. Customers should review the product description or quotation to determine whether the goods are suitable for their intended purpose.

9. Where a customer communicates a particular purpose or requirement, Emergency Ready Academy will consider that information when recommending or supplying goods.

10. Any substitution of a product or kit component will be subject to the agreed specifications, applicable law and the customer's rights.

11. Where a proposed substitution materially changes the agreed product, Emergency Ready Academy will seek the customer's agreement before proceeding.

17.3 Workplace and Custom First Aid Kits

12. Emergency Ready Academy may supply first aid kits for workplaces, training facilities, community organisations and other operational environments.

13. Workplace and custom kits may be assembled or configured according to an agreed quotation, product specification or customer requirement.

14. Customers should provide relevant information about the intended operating environment, workforce, activities and identified hazards where these details are necessary for a suitable recommendation.

15. Emergency Ready Academy may assist customers in selecting appropriate products but does not automatically assume responsibility for conducting a comprehensive workplace risk assessment.

16. Unless expressly included in a separate agreement, the supply of a first aid kit does not constitute a formal certification that a workplace complies with all applicable work health and safety requirements.

17. Workplace clients remain responsible for meeting their applicable duties concerning first aid arrangements, risk assessments, equipment accessibility, inspections and maintenance.

18. Any specialised kit configuration, additional equipment or modification requested by a customer will be confirmed before supply.

17.4 Pricing and Payment

19. Prices for first aid kits and related supplies will be provided through an applicable quotation, invoice, product listing or other written communication.

20. Where delivery, special-order items, customisation or additional services attract charges, those charges will be disclosed and agreed before the order is confirmed.

21. Unless otherwise agreed in writing, payment is required in accordance with the payment terms stated on the applicable invoice or quotation.

22. Workplace and corporate clients may be offered invoicing arrangements where approved by Emergency Ready Academy.

23. Training course discounts, promotional vouchers and the Emergency Services Discount do not automatically apply to first aid kits or related supplies unless expressly stated in the relevant offer.

24. Where goods are purchased as part of a combined training and equipment package, the applicable price and included items will be identified before confirmation.

17.5 Orders and Availability

25. Orders are subject to product availability and acceptance by Emergency Ready Academy.

26. Emergency Ready Academy will endeavour to advise customers of known stock shortages, supplier delays or other material availability issues.

27. Where an ordered product becomes unavailable, Emergency Ready Academy may offer an appropriate alternative, revised supply arrangement or refund, subject to the customer's agreement and applicable law.

28. Emergency Ready Academy will not substitute materially different goods without appropriate authorisation.

29. Custom or specially ordered goods may require additional preparation or procurement time, which will be communicated where reasonably practicable.

17.6 Collection and Delivery

30. First aid kits and related supplies may be made available for collection, delivery with training or another agreed method of supply.

31. The collection or delivery arrangement will be confirmed at the time of ordering.

32. Any applicable delivery charges will be disclosed before the order is confirmed.

33. Delivery dates and timeframes are estimates unless a particular timeframe has been expressly agreed as an essential condition of the purchase.

34. Emergency Ready Academy will notify customers of material delays where reasonably practicable.

35. Customers are responsible for providing accurate delivery and contact information.

36. Where an incorrect address supplied by the customer results in additional delivery costs, any reasonable additional charge will be discussed and agreed before further delivery arrangements are made.

37. Responsibility for loss or damage during delivery will be determined in accordance with applicable law and the agreed supply arrangements.

17.7 Inspection and Reporting Concerns

38. Customers are encouraged to inspect first aid kits and supplies promptly after collection or delivery.

39. Any apparent damage, missing items, incorrect goods or other concerns should be reported to Emergency Ready Academy as soon as reasonably practicable.

40. Customers may be asked to provide relevant information, photographs or other evidence to assist in assessing a concern.

41. A delay in reporting an issue does not automatically remove a customer's rights under Australian Consumer Law.

42. Where goods are damaged, defective, incorrectly supplied or otherwise fail to meet applicable consumer guarantees, Emergency Ready Academy will provide an appropriate remedy in accordance with the law.

17.8 Change-of-Mind Returns — 30 Days

43. Emergency Ready Academy offers a 30-calendar-day change-of-mind return period for eligible first aid kits and related supplies purchased directly from Emergency Ready Academy.

44. The 30-day period commences on the date the customer receives or collects the goods.

45. To qualify for a change-of-mind return, the customer must contact Emergency Ready Academy within 30 calendar days of receiving the goods.

46. Goods submitted for a change-of-mind return must ordinarily be:

• Unused.

• In their original packaging.

• Complete with all supplied components.

• In a condition suitable for resale.

• Accompanied by intact tamper-evident or hygiene seals, where applicable.

47. Customers must contact Emergency Ready Academy to obtain return instructions before sending or delivering goods back.

48. A return request made within the 30-day period may be processed after that period, provided the customer follows the reasonable return instructions and timeframes communicated by Emergency Ready Academy.

49. Unless otherwise agreed, reasonable return delivery costs for an approved change-of-mind return are the customer's responsibility.

50. Emergency Ready Academy may decline a discretionary change-of-mind return where the goods do not meet the stated conditions, subject to applicable law.

51. Custom-made, specially configured or personalised kits may be excluded from change-of-mind returns where this exclusion was clearly disclosed before purchase.

52. Products specially ordered to a customer's unique specifications may also be excluded from discretionary change-of-mind returns where the relevant conditions were disclosed before purchase.

53. These change-of-mind conditions do not limit remedies available for faulty goods or other failures to meet consumer guarantees.

17.9 Tamper Seals, Hygiene and Safety

54. Certain first aid kits and consumables may be supplied with tamper-evident seals, sterile packaging or other protective packaging.

55. For safety, hygiene and product integrity reasons, goods with broken or removed seals may be ineligible for discretionary change-of-mind returns.

56. Used, opened or altered consumables may also be excluded from discretionary change-of-mind returns where lawful.

57. A broken seal does not automatically remove a customer's statutory rights where goods are faulty, unsafe, incorrectly described or otherwise fail to meet applicable consumer guarantees.

58. Emergency Ready Academy may request appropriate handling or return arrangements for damaged, contaminated or potentially hazardous goods.

17.10 Faulty, Damaged or Incorrect Goods

59. Customers who receive faulty, damaged or incorrect goods should contact Emergency Ready Academy with relevant order details and a description of the concern.

60. Emergency Ready Academy may request reasonable information to assess the issue but will not impose requirements that unlawfully restrict consumer rights.

61. Where goods fail to meet an applicable consumer guarantee, the customer may be entitled to repair, replacement, refund or another remedy depending on the nature of the failure and applicable law.

62. Where a failure is major, the customer may have rights to reject the goods and choose an available refund or replacement remedy.

63. Where a failure is not major and can be remedied, Emergency Ready Academy may have an opportunity to provide an appropriate remedy within a reasonable time.

64. Customers may also have rights to compensation for reasonably foreseeable loss or damage where provided by law.

65. Any remedy will be determined by the applicable legal requirements and the circumstances of the purchase.

17.11 Refund Processing

66. Approved refunds will ordinarily be processed to the original payment method unless another lawful arrangement is agreed.

67. Emergency Ready Academy will endeavour to process an approved refund promptly and ordinarily within 5–10 business days, subject to payment provider processing times and applicable law.

68. Where a refund is legally required within a shorter timeframe, the applicable legal requirement will prevail.

69. Refunds for combined training and equipment purchases will be assessed according to the relevant components of the purchase, applicable agreements and consumer rights.

17.12 Product Expiry Dates and Maintenance

70. Certain first aid consumables have manufacturer-specified expiry dates, storage conditions or replacement requirements.

71. Customers are responsible for inspecting, maintaining and replenishing first aid kits after supply, unless an ongoing maintenance service has been separately agreed.

72. Products must be stored and used in accordance with applicable manufacturer instructions and safety information.

73. Customers should replace expired, used, damaged or otherwise unsuitable components as necessary.

74. Emergency Ready Academy will not knowingly supply goods that are expired or otherwise unsuitable for their agreed purpose.

75. Where a customer has agreed to receive short-dated stock, the relevant condition and expiry information must be clearly disclosed before purchase.

17.13 Product Use and Safety

76. First aid kits and related supplies must be used in accordance with applicable product instructions, safety information and the user's training and competence.

77. The purchase of a first aid kit does not itself provide a qualification, authorisation or clinical scope of practice.

78. Customers should ensure that persons using specialised equipment or administering regulated products have the appropriate training, authority and supervision where required.

79. Emergency Ready Academy will take reasonable care in the selection, description and supply of products and will comply with its applicable legal obligations.

17.14 Contact and Consumer Rights

80. Enquiries, return requests and concerns regarding goods supplied directly by Emergency Ready Academy should be directed to:

Emergency Ready Academy

Email: enquiry@emergencyreadyacademy.com.au

81. Emergency Ready Academy will endeavour to address product concerns fairly and within reasonable timeframes.

82. Nothing in this section excludes, restricts or modifies consumer guarantees or other rights and remedies available under Australian Consumer Law.

83. Where any provision of this section is inconsistent with a mandatory legal requirement, the legal requirement will prevail.