These terms and conditions apply to all services provided by ACTWELL First Aid and Training Pty Ltd (ABN 19 607 438 755, trading as ACTWELL), including course bookings, emergency planning services, and consultancy. By booking a course or engaging our services, you agree to these terms.
Last updated: 14.08.2026
Training and assessment
Registered Training Organisation
Training and assessment delivered on behalf of Allens Training Pty Ltd RTO 90909. ACTWELL is not the issuing Registered Training Organisation. Students enrolled in nationally recognised courses are enrolled as students of Allens Training Pty Ltd, and statements of attainment or qualifications are issued by Allens Training Pty Ltd RTO 90909.
Nationally recognised courses are governed by the applicable Standards for Registered Training Organisations (as amended from time to time), the relevant training package requirements, and the requirements of the Australian Skills Quality Authority (ASQA), the national regulator for vocational education and training.
Course delivery
Courses are delivered at our Fyshwick training facility or at your workplace (for private bookings), unless otherwise agreed. For nationally recognised courses, course content and assessment requirements are set nationally in the relevant training package published on training.gov.au, and compliance is regulated by the Australian Skills Quality Authority (ASQA). This content cannot be removed or shortened at the request of participants or booking organisations. Scheduled duration and delivery mode are set under Allens Training’s training and assessment strategy, which must allow sufficient time for instruction, practice, feedback and assessment.
Pre-course requirements
Some nationally recognised courses include an online learning component or other pre-course work. Where pre-course work is required, it should be completed before the face-to-face session.
If required pre-course work is not completed before the face-to-face session, you may still be able to attend the session unless ACTWELL advises otherwise or course-specific requirements prevent participation. However, your certificate cannot be issued until all required course components, including any online learning or theory assessment, have been completed and marked as satisfactory.
Where the face-to-face or practical components have been completed but required online work remains outstanding, Training Desk may allow a limited period after the face-to-face session to complete the remaining work. If the outstanding work is not completed within the timeframe allowed by Training Desk or Allens Training Pty Ltd RTO 90909, the enrolment may be treated as abandoned. A new enrolment and full course fee may be required.
Photo identification
All participants in nationally recognised courses must present valid photo identification on the day of training. This is a policy of Allens Training Pty Ltd RTO 90909 and supports the identity and assessment-integrity obligations that apply to nationally recognised training, including verification of your Unique Student Identifier (USI). Participants who cannot provide photo ID may not be able to receive their Statement of Attainment.
Assessment
Participants must demonstrate competency in all required assessment tasks to receive a qualification or statement of attainment. Assessment is conducted in accordance with the principles of assessment and rules of evidence as defined by ASQA.
If a participant is assessed as “not yet satisfactory” for an assessment task, they will generally be given further attempts where permitted by the assessment requirements and trainer or assessor judgement. If the participant is still assessed as “not yet competent”, or if the enrolment has expired or been treated as abandoned, further gap training, a new assessment task, or re-enrolment may be required. Additional fees may apply in those circumstances.
Recognition of Prior Learning (RPL) is available for participants who believe they already hold the required skills and knowledge. Contact us to discuss RPL before your course.
Certification
Statements of attainment and qualifications are issued by Allens Training Pty Ltd RTO 90909. Competent students who have completed all required course components and payment requirements usually receive their certificate within 1-3 business days, and often within 24 hours. Certificate issue may take up to 10 business days. Access instructions are provided via email after your course.
Special requirements
If you have any special learning needs, language requirements, physical limitations, or medical conditions that may affect your participation, please let us know at the time of booking. We will make reasonable adjustments where possible to support your learning.
Participant code of conduct
All participants are expected to:
- Arrive on time and be ready to participate for the full duration of the course
- Engage actively in all learning activities and assessments
- Treat trainers, assessors, and other participants with respect
- Follow all workplace health and safety directions given by the trainer
- Use training equipment and facilities with care
Late arrivals
Due to course and assessment requirements, participants who arrive after the scheduled start time cannot be admitted to the course. The booking will be treated as a no-show.
Zero-tolerance policy
ACTWELL has a zero-tolerance policy for any form of abuse, including verbal, physical, emotional, or sexual abuse, harassment, or discrimination. Any participant who behaves in a way that is threatening, abusive, or disruptive will be asked to leave immediately and will receive written confirmation of the reason. No refund will be provided, and the matter may be reported to the relevant authorities.
Bookings and payment
Public courses
Public course bookings are made through Allens Training’s online booking system (Training Desk). Payment is required at the time of booking to secure your place.
Pricing estimator and booking request forms
Our pricing estimator provides indicative pricing only. It is designed to help you understand likely pricing based on the information you enter, such as service type, course mix, participant numbers, dates, location, travel, site access and other requirements.
An estimate is not a formal quote, offer, invoice, confirmed booking or guarantee of availability. Final pricing is confirmed in writing after ACTWELL reviews your requirements. If the final scope, participant numbers, dates, travel, trainer requirements or site conditions differ from the information entered in the estimator or booking request form, the final written quote or proposal will apply.
If you submit an estimator form, booking request, quote request or continuation request, ACTWELL may use the details you provide to generate and save the estimate, email the estimate PDF, respond to your enquiry, pre-fill related ACTWELL forms, prepare a formal quote or proposal, assess availability and service requirements, and keep internal service records.
Saved estimate and continuation links may allow you to reopen an estimate or start a related booking or quote request without re-entering your details. The link may pre-fill contact, estimate and scope information that was previously submitted, so you should keep the link private and only share it with someone authorised to view or continue that request. Using a continuation link does not confirm a booking or reserve a date unless ACTWELL confirms this in writing.
Private and corporate bookings
Private course bookings are confirmed via a written quote or agreement. Quotes are valid for seven days from the date of issue. Invoices are due within seven days of the date of issue unless otherwise agreed in writing.
Any deposit, upfront payment, staged payment, or other payment required to secure a booking will be set out in the relevant quote, proposal, invoice, or written agreement. A booking is not confirmed until the required payment has been received, unless ACTWELL agrees otherwise in writing. If the required payment is not received by the due date, we reserve the right to release the date to another client.
Additional trainer requirements
Private bookings may require additional trainers depending on the course type, participant numbers, delivery format, venue, equipment, safety requirements and assessment requirements. ACTWELL will determine the trainer allocation required for safe and compliant delivery. Any required trainer support is included in the quoted price; there is no separate additional-trainer fee.
Public Course Pass Packs
Public Course Pass Packs are prepaid course places for nominated ACTWELL scheduled public courses. Pass packs are subject to the terms and conditions specified at the time of purchase and must be used within the validity period stated.
Pass packs are not redeemable for cash or account credit and are not refundable for change of mind, except where required under Australian Consumer Law.
Overdue accounts
If your account becomes overdue, ACTWELL reserves the right to:
- Charge interest on the unpaid balance at the Reserve Bank of Australia cash rate plus 2% per annum, calculated daily from the invoice due date until the date of payment in full
- Add reasonable costs of recovery (including third-party collection agency fees and legal costs) to the outstanding balance
- Suspend further services, bookings, or deliveries until the account is brought up to date
- Refer the account to a debt collection agency at ACTWELL’s discretion
ACTWELL will provide written notice before applying interest or referring an account to a collection agency, and will work with clients in genuine financial difficulty to arrange a reasonable payment plan.
These overdue account terms do not limit your rights under the Australian Consumer Law.
Private and on-site booking requirements
If you have booked a private course at your workplace, the following requirements apply.
Participant details
Participant names and details must be confirmed at least seven days before the course date. We will be in touch before this deadline to collect what we need. Late submission of participant details may delay certificate processing.
Venue and setup
The booking organisation is responsible for providing a suitable training venue with:
- Adequate space for the number of participants, including clear floor space for practical activities
- Tables and chairs for theory components
- Power supply and access to amenities
- A clean, safe environment that meets workplace health and safety standards
If the venue does not meet minimum requirements for safe delivery, ACTWELL reserves the right to postpone the session. We will work with you to reschedule at no additional cost.
Access and parking
Our trainers travel with bulky training equipment including manikins, AED trainers, fire extinguishers, and other supplies. Please ensure there is accessible parking close to the training venue and a clear path for moving equipment. If your site has security, access restrictions, or specific check-in procedures, let us know in advance.
Organisational responsibility
For private bookings, the booking organisation is responsible for ensuring participants attend. If a participant does not attend a private course, the full course fee still applies. The organisation may transfer the place to another participant by notifying us before the course.
Cancellations and refunds
Public courses (first aid and CPR)
- Cancellations with at least two business days’ notice: full refund or transfer to another date at no additional cost
- Cancellations with less than two business days’ notice: no change-of-mind refund. The full course fee applies for rebooking
- No-shows: no change-of-mind refund or reschedule
All other courses (warden, fire safety, specialist courses) and private bookings
- Cancellations with at least five business days’ notice: full refund or transfer to another date at no additional cost
- Cancellations with less than five business days’ notice: no change-of-mind refund. The full course fee applies
Deposits
Where a deposit, upfront payment, or staged payment applies, the cancellation, transfer, refund, or retention of that amount will be handled in line with the relevant quote, proposal, invoice, these terms, and applicable consumer law.
If you cancel with at least the applicable notice period above, any deposit or upfront payment relating to undelivered services will generally be refunded, unless the relevant quote, proposal, invoice, or written agreement states otherwise. If you cancel with less notice than required, ACTWELL may retain a reasonable amount to cover costs already incurred, including reserved dates, preparation, materials, trainer allocation, and lost opportunity.
Repeated cancellations or postponements
If a booking is cancelled or postponed three or more times, a reasonable rebooking fee of up to $150 may apply. This will be communicated to you before any additional charges are incurred.
Cancellations by ACTWELL
If we cancel a course due to insufficient enrolments, trainer unavailability, or unforeseen circumstances, you will be offered a full refund or a transfer to the next available date at no additional cost.
Our refund policy
Refunds are processed within 5 business days of approval. Refunds are returned to the original payment method where possible. Where a transfer to another date is offered and accepted in place of a refund, no further refund applies for that cancelled booking, except where required under Australian Consumer Law.
These cancellation terms do not affect your rights under the Australian Consumer Law.
Complaints and appeals
If you have a concern about ACTWELL’s services, please contact us first so we can try to resolve the matter promptly and fairly.
For nationally recognised training delivered on behalf of Allens Training Pty Ltd RTO 90909, students may also use the complaints and appeals process set out in the Allens Training Student Handbook.
Complaints about nationally recognised training can be submitted to Allens Training Pty Ltd at rtocompliance@allenstraining.com.au. Complaints are generally acknowledged within 48 hours. Allens Training aims to resolve complaints within 30 calendar days where possible and will advise the student if more time is required. Appeals should be lodged within 28 days of the relevant decision.
If a complaint or appeal cannot be resolved internally, students may contact the relevant consumer protection body, the National Training Complaints Hotline, or ASQA where the matter relates to RTO compliance.
Children and young people
Participants must be 14 years of age or older to attend ACTWELL courses, unless the course description specifically states otherwise. Participants under 18 must have parental or guardian consent to enrol.
Photography and media
ACTWELL may take photographs or video during training sessions for two purposes.
Internal use
We may photograph or record sessions for internal training quality review and assessment verification purposes. We will provide appropriate notice before recording, and obtain any consent required by privacy law, the RTO or the circumstances. These records are not shared publicly, are stored securely and are accessed only for those purposes.
Marketing and promotional use
With your consent, photographs or video taken during training may be used on our website, social media, and promotional materials.
How we obtain consent
We will ask for your consent for marketing use of photographs separately from your course booking. We will not use your image for marketing or promotional purposes unless you have actively opted in. Consent for marketing use is voluntary and does not affect your course participation.
For courses involving participants under 18, parental or guardian consent is required for any photography or video recording, including internal use.
If you have previously consented and wish to withdraw your consent, contact us at info@actwell.com.au and we will remove your images from our marketing materials within a reasonable timeframe.
Emergency planning and consultancy services
Scope of work
All emergency planning, consultancy, evacuation diagram and emergency exercise services are delivered in accordance with a written scope of work or proposal. The scope is agreed before work begins and any changes are confirmed in writing.
Standards
Emergency planning services reference Australian Standard AS 3745 (Planning for emergencies in facilities), as amended from time to time. For healthcare facilities, AS 4083 may also apply.
AS 3745:2010 calls for an ongoing exercise program. The program may use partial or total exercises, is to include evacuation exercises, and calls for all areas of the facility to take part in at least one emergency response exercise within each 12-month period. Those requirements come from the Standard rather than legislation, although WHS law separately requires emergency procedures to be tested and the emergency plan kept up to date.
ACTWELL provides advice based on current standards and legislation. Compliance responsibility remains with the relevant duty holders. Depending on the workplace, these may include one or more PCBUs, building owners, occupiers, facility managers and parties sharing duties at the site.
Deliverables
Deliverables (plans, diagrams, reports) are provided in the format specified in the proposal. Revisions within the agreed scope are included. Additional revisions or changes to scope may incur additional fees.
Payment terms
Payment terms for consultancy services are outlined in the proposal or quote provided. Quotes are valid for seven days from the date of issue. Invoices are due within seven days of the date of issue unless otherwise agreed in writing.
Site visit credit terms
- Fee. The site visit fee is $450 plus GST. Payment is due at the time of booking the site visit.
- What you receive. A one-hour on-site assessment by an ACTWELL emergency planning consultant, followed by a written report with compliance observations against AS 3745-2010 (and AS 4083-2010 where relevant to healthcare facilities), emergency planning gaps, and recommendations.
- Credit against future work. The site visit fee is credited against the final balance invoice of the first qualifying engagement booked with ACTWELL within 30 days of the site visit. The site visit fee remains payable at the time of the visit; the credit is applied at the end of the engagement.
- Qualifying engagements.
(a) Emergency Plans
(b) Emergency Response Exercises
(c) Evacuation Diagrams
(d) Emergency planning consultancy
(e) Private group training delivered at the site of the visit
Public-course passes, LMS subscriptions, kit management subscriptions, and product sales (including AED units, batteries, cabinets, and accessories) do not qualify.
- “Booked” means required payment received. A booking is only considered confirmed, for the purposes of this credit, when the required deposit, upfront payment, or booking payment has been received by ACTWELL. Quotes accepted verbally, email confirmations without payment, and unpaid proposals do not constitute a booking.
- 30-day window. The 30-day period begins on the date of the site visit. Required payments received after 30 days are not eligible for credit, regardless of when the engagement was discussed.
- One-time credit. The credit applies once, to the first qualifying engagement only. It cannot be split across multiple engagements.
- Capped at final balance. The credit is applied against the final balance invoice of the engagement and is capped at the value of that invoice. Where the final balance is below $450 plus GST, the credit is capped at the balance and no cash refund or carry-forward credit is payable for the unused portion.
- Site-specific. The credit applies only to engagements delivered at the site of the visit. It cannot be transferred between facilities, related entities, or group companies.
- Non-stacking. The credit does not combine with any other ACTWELL discount, voucher, early-bird promotion, or contracted-rate arrangement. Where another discount applies, the client may elect one benefit, not both.
- Cancellation. If the engagement is cancelled before the final balance invoice is issued, no credit has been applied and no reversal is required. The site visit fee remains paid because the site visit service has already been supplied. Standard cancellation terms apply separately to any deposit, upfront payment, or booking payment made for the engagement itself.
- Consumer Law. These terms do not limit your rights under the Australian Consumer Law.
Additional service-specific terms may apply to evacuation diagram work, including staged delivery, interim diagrams, fit-out updates, site re-walks, final framed diagrams, and diagram validity periods. These terms will be set out in the relevant quote, proposal, or written agreement.
Workplace health and safety
ACTWELL takes workplace health and safety seriously. Our trainers will conduct a brief safety check before beginning any on-site training session.
For private on-site courses, the booking organisation retains primary responsibility for WHS at the training venue. If our trainer identifies a safety concern that cannot be reasonably managed, we reserve the right to postpone or cancel the session. In this situation, we will work with you to reschedule at no additional cost.
Participants are responsible for disclosing any pre-existing injuries or medical conditions that may affect their ability to safely participate in practical activities, including CPR and manual handling components.
Intellectual property
Course materials provided by Allens Training Pty Ltd RTO 90909 for nationally recognised training remain the intellectual property of Allens Training Pty Ltd and are used by ACTWELL under licence. These materials are provided to participants for personal use during and after the course and may not be reproduced or distributed.
All other materials, resources, emergency plans, evacuation diagrams, and documents produced by ACTWELL remain the intellectual property of ACTWELL First Aid and Training Pty Ltd unless otherwise agreed in writing.
Clients receive a licence to use deliverables (such as emergency plans and evacuation diagrams) for their intended purpose at the specified site. Deliverables may not be reproduced, distributed, or used at additional sites without written permission.
Limitation of liability
ACTWELL delivers training, planning and consultancy services with reasonable care and skill. However, we do not guarantee specific outcomes from training (such as a participant’s ability to respond in an actual emergency) or from emergency planning services (such as the prevention of all harm in an emergency event).
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract with us and receive a refund for the unused portion, or compensation for its reduced value. You may also be entitled to compensation for reasonably foreseeable loss or damage. If the failure is not a major failure, you are entitled to have the problem rectified within a reasonable time.
To the extent permitted by law, and subject to any rights that cannot be excluded, our liability is limited to the re-supply of the service or a refund of the fee paid for the specific service in question.
Nothing in these terms excludes or limits any rights you have under the Australian Consumer Law, including consumer guarantees relating to due care and skill, fitness for purpose, and supply within a reasonable time.
Privacy
We handle your personal information in accordance with our Privacy Policy. When you engage our services, we collect, use and disclose personal information as described in that policy and as reasonably necessary to provide the relevant service.
Changes to these terms
We may update these terms from time to time. We will notify you of material changes before they take effect. Updated terms will apply to bookings made after the changes are published. For existing bookings, the terms in effect at the time of booking will apply.
The current version of these terms is always available on our website.
Questions about these terms
If you have questions about these terms, please contact us.
Email: info@actwell.com.au
Phone: 02 5115 0333
Address: 2/40 Kembla Street, Fyshwick, ACT 2609
Governing law
These terms are governed by the laws of the Australian Capital Territory. Any disputes will be subject to the jurisdiction of the courts of the ACT.