Terms and conditions

The material on the Designer Life web site is made available for the purpose of providing information to prospective students, employers and government departments and not as professional advice. At all times a student can contact Designer Life and a copy of the Student Handbook will be made available.

Some material on this web site may include or summarise views, standards or recommendations of third parties. The inclusion of such material is not an endorsement by Designer Life of that material and not an indication of Designer Life's commitment to any particular course of action.

Links provided to other internet sites are provided for the user's convenience and do not constitute endorsement of the information at those sites. Designer Life accepts no responsibility for material contained in any site that is linked to this web site. Designer Life will have links to various sites including: Australian JobSearch, Seek, CareerOne and Vumi etc. No responsibility is taken for the consequences of viewing and relying on such content. In addition, will not be liable for any claims or damages whatsoever resulting from use or reliance on information in this site.

The information and data in this site are subject to change without notice. Designer Life makes no statements, representations, or warranties about the accuracy or completeness of, and you should not rely on, any information contained in this website/publication. If you are enrolled in a program and you notice changes to the course, please contact Designer Life directly with any questions.

Designer Life disclaim all responsibility and all liability (including without limitation, liability in negligence) for all expenses, losses, damages and costs you might incur as a result of the information on this website/publication being inaccurate or incomplete in any way, and for any reason.

Despite our best efforts, Designer Life makes no warranties or guarantees that the information in this publication is free of infection by computer viruses or other contamination.

Users of this web site are directed to the Privacy & Security Notice.

Complaints and Appeals

Designer Life has a defined complaints and appeals process that will enable student complaints and appeals to be addressed effectively and efficiently.

Designer Life strives to ensure that each student is satisfied with their learning experience and outcome. In the unlikely event that this is not the case, all students have access to rigorous, fair and timely complaint and appeal processes. All complaints or appeals are reviewed as part of the continuous improvement process and, where corrective action has been highlighted, it will be implemented as a priority.

Complaints Policy

A complaints procedure is available to all persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of Designer Life, including its trainers and assessors or other staff, a third-party providing services on behalf of Designer Life, or another student of Designer Life. The complaints procedure will address both formal and informal complaints. All formal complaints must be submitted in writing to Designer Life management and will be heard and addressed, including a response to the aggrieved person, within fifteen (15) business days of receipt. A Designer Life staff member, or another person, can assist you to complete the written form if you require any additional assistance.

Designer Life management maintains a complaint register to document the course of action and resolution of all formal complaints. All complaints entered into the complaints register will be reviewed as part of the Designer Life continuous improvement procedure.

It is the responsibility of Designer Life management to ensure adherence to the complaint procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the complaints procedure and supply of complaint forms. The Designer Life complaint form can be emailed to This email address is being protected from spambots. You need JavaScript enabled to view it..

A copy of the complaint form can be found in the Student Handbook.

Escalate a Complaint

If you are not satisfied with the resolution of the complaint after following and exhausting the Designer Life complaints procedure, you may contact any of the organisations listed below to escalate your complaint:

  • National Training Complaints Hotline: 13 38 73 or This email address is being protected from spambots. You need JavaScript enabled to view it.  
  • Queensland Training Ombudsman: 1800 773 048 or This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • The Queensland Office of Fair Trading: https://www.fairtrading.qld.gov.au/lodge-your-complaint  
  • Australian Skills Quality Authority (ASQA): https://www.asqa.gov.au/complaints 

Please note: ASQA does not operate as a consumer protection agency and will not act as an advocate for students, ASQA will not resolve disputes between students and training providers. Complaints submitted to ASQA will be used as intelligence that contributes to ASQA’s risk-based approach to regulating training providers. All complaints submitted to ASQA will be reviewed and a determination will be made on whether further action is required.

Further actions may include:

  • Using the information to inform the provider’s risk profile and the focus of future regulatory activity;
  • Contacting the provider to request a specific action; and/or
  • In certain cases, undertaking a compliance audit or investigation, having taken the nature of the alleged breach and the level of risk into consideration.

Appeals Policy

The Designer Life appeals process is concerned with a student’s right to request changes to decisions or processes of an official nature, usually in relation to academic or procedural matters.

In the case of a student’s appeal against specific assessment decisions, the student should first discuss the decision(s) with the relevant trainer or assessor and request re-evaluation. The trainer or assessor will hear the student’s appeal, make fair judgement to the best of their ability as to whether change(s) are required and then discuss their final decision with the student.

If the student is still dissatisfied with the trainer or assessor’s decision, they have the right to take the appeal to the management team. The formal notice of appeal is required to comply with the following:

  • The notice of appeal should be in writing and addressed to Designer Life for referral to the management team
  • Appeals should be submitted by the student within five (5) business days of notification of the outcome of the trainer or assessor’s re-evaluation.
  • The notice of appeal must be submitted within the specified timeframe otherwise the original result will stand. If a student’s appeal needs to be deferred due to emergency circumstances, such as in the case of serious illness or injury, a medical certificate supporting the case must be forward to management. The notice of deferral must be submitted within three (3) business days of the conclusion date displayed on the medical certificate.

It is the responsibility of Designer Life management to ensure adherence to the appeal procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the appeal procedure and supply of appeal forms.

All appeals will be reviewed at the monthly management meeting and, if appropriate, result in a continuous improvement process.

Escalate an Appeal

If you are still not satisfied with the resolution of the appeal after following and exhausting the Designer Life appeals procedure, you may contact any of the organisations listed below to escalate your appeal:

  • National Training Complaints Hotline: 13 38 73 or This email address is being protected from spambots. You need JavaScript enabled to view it.  
  • Queensland Training Ombudsman: 1800 773 048 or This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • The Queensland Office of Fair Trading: https://www.fairtrading.qld.gov.au/lodge-your-complaint  
  • Australian Skills Quality Authority (ASQA): https://www.asqa.gov.au/complaints 

Please note: ASQA does not operate as a consumer protection agency and will not act as an advocate for students, ASQA will not resolve disputes between students and training providers. Complaints submitted to ASQA will be used as intelligence that contributes to ASQA risk-based approach to regulating training providers. All complaints submitted to ASQA will be reviewed and a determination will be made on whether further action is required.

Further actions may include:

  • Using the information to inform the provider’s risk profile and the focus of future regulatory activity;
  • Contacting the provider to request a specific action; and/or
  • In certain cases undertaking a compliance audit or investigation, having taken the nature of the alleged breach and the level of risk into consideration.

Anonymity

Maintaining the privacy of students is of utmost importance to Designer Life. As such, students may submit a complaint anonymously if they choose, however, students should be aware that in this event Designer Life will not be able to contact you to request more information, which may prevent the effective investigation of your complaint. Additionally, Designer Life will not be able to provide updates on the progress of an anonymous complaint or the outcome of the investigation.

Students should be aware that the contents and nature of all complaints will be kept confidential, and only the Designer Life CEO, the Compliance Manager, and members of the Complaint Committee will have access to the details of the complaint and the parties involved. All students should feel secure in the knowledge that they will not face undue reprisals or be subject to any unfair treatment as a result of a complaint they submit or may be involved in.

Complaints/Appeals Procedure

All persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of Designer Life should use the following process.

Informal complaint / appeal:

  • An initial complaint or appeal will involve the student communicating directly with Designer Life verbally or by other appropriate means. Designer Life management will make a decision, discuss their judgement with the student and record the outcome of the complaint or appeal.
  • Students dissatisfied with the outcome of Designer Life’s decision may initiate the formal complaint/appeal procedure.

Formal complaint / appeal:

  • It is a normal procedure that all formal complaints/appeals proceed only after the initial informal complaint or appeal procedure has been finalised.
  • The formal complaint or appeal is to be submitted in writing, and the procedure and outcome recorded by Designer Life management.
  • On receipt of a formal complaint/appeal, the Chief Executive will convene the complaint committee to hear the complaint/appeal.
  • The complaint committee will consist of a panel of members with no previous involvement or vested interest in the outcome of the particular complaint or appeal. Members of the committee should include:
    • A representative of Designer Life management
    • A Designer Life staff member
    • A person independent of Designer Life
  • The complainant / appellant shall be given an opportunity to present their case to the committee and may be accompanied by one (1) other person as support or as representation.
  • Staff member(s) involved shall be given an opportunity to present their case to the committee and may be accompanied by one (1) other person as support or as representation.
  • The complaint committee will reach a decision on the complaint or appeal after consideration of each case presented.
  • The complaint committee will inform all parties involved of the outcome in writing within fifteen (15) working days of making the decision.

All complaints and appeals and their outcome will be recorded in the Complaints and Appeals register. The register will be reviewed at the Designer Life monthly management meeting. Continuous improvement procedures may be actioned when the complaint / appeal procedure results in identification of factors appropriate for improvement to internal operations. When the initial causative factor of the complaint identifies a problem with current Designer Life policies and / or procedures, the continuous improvement procedure will ensure changes are made to prevent reoccurrence of the problem.

Complainants / appellants who are not satisfied with the outcome of the formal complaint / appeals process are able to escalate their complaint or appeal to an external party.

External complaint / appeal

It is expected that a complaint / appeal should only be escalated to an external party after the formal complaint / appeal procedure has been finalised.

When Designer Life is made aware that an external complaint / appeal has been submitted to an external body and is being investigated, the Chief Executive will ensure that all requested information is supplied to the external body in a timely manner. 

The external complaint / appeal and its outcome will be recorded in the Complaints and Appeals register. The register will be reviewed at the Designer Life monthly management meeting. 

In the event that the external investigation overturns the ruling of the complaints committee, Designer Life will comply with the recommendations of the external body. Additionally, a continuous improvement procedure will be actioned to identify aspects of internal operations that require change or review. When the initial causative factor of the complaint identifies a problem with current Designer Life policies and / or procedures, the continuous improvement procedure will ensure changes are made to prevent reoccurrence of the problem.

Fees and Refund Policy

The RTO must protect fees paid in advance and have a fair and reasonable refund policy. Designer Life operates predominately on a 'fee for service' training business. This means all training programs attract fees. These fees are paid by / charged to the student, a government agency, or the student’s employer.

Each qualification, unit of competency or accredited course offered by Designer Life has a specific course fee. The course fee is the maximum fee that may be charged to the student for their selected training program. It is Designer Life's policy that the course fee will be all-inclusive. Students will not be 'surprised' by unexpected requirements, fees or expenses.

Where additional resources normally associated with a program of study are required (for example; reference material, research documents, own computer) the student will be clearly advised of exactly what is required in the student study guide for that program.

Fee information is available via:

  • Designer Life website
  • Designer Life program brochures
  • Designer Life promotional material
  • Direct email

Each of these information streams will be updated regularly.

Refund Policy

Designer Life will protect fees paid in advance and has a fair and reasonable refund policy.

An application for a refund is addressed according to the notice given by the person making the request:

  • Cancellation is made no later than 14 days prior to the course start date – 100% refund
  • Cancellation is made within the Cooling Off Period* – 100% refund
  • Cancellation is made between 13 – 7 days prior to the course start date – 75% refund
  • Between 6 days and the commencement of the course – 50% refund 
  • Withdrawal during the course – No refund. A pro-rata credit is available so the student can complete the course at a later date.
  • Course is cancelled by Designer Life after commencement – A pro-rata refund will be made to students. The total refund amount will be based on the number of units that have not yet been commenced or completed.

*Cooling off period does not apply to all enrolments please see the Cooling Off Period section in the Student Handbook for more information.

Payments

Designer Life payments and payment plans are processed via Direct Deposit, Credit/Debit Card or cash and are subject to Designer Life's Terms and Conditions. Further information can be found in the Student Handbook.

jobsfinder banner