Enrolment Period Extensions

 

Policy Objective:

This policy provides a structured process for students who are enrolled on a study programme with Learning People to request an extension to their enrolment period when their learning has been impeded by extenuating circumstances outside of their control. The policy sets out the process for requesting an enrolment period extension, the circumstances that we may consider for such a request and the requirements of the student in making a request.

 

Scope:

The policy is applicable to all Learning People students enrolled in an active study programme, who have experienced delays to their learning due to extenuating circumstances.

 

1 | Definitions

Extension Request Form: This is the form that you will be sent to complete for us to consider your request. To allow all requests to be handled in a fair, equitable and impartial manner you will be required to attach supporting documentation to this form.

StudentCare Consultant (SCC): Your main point of contact throughout your study programme, starting from your first check-in with StudentCare.

Customer Resolution Advisor: Working within our resolution team, your SCC may at times have reason to forward your request to them so that we can ensure all requests are handled in a fair, equitable and impartial manner.

 

2 | Privacy Statement

Information Sharing: The details provided in your claim will generally be shared only with individuals directly involved in assessing your request.

Data Retention: Information within the change of circumstance request will be retained in accordance with Learning People’s data retention schedule. Anonymised data may be kept for longer to improve processes and training.

Safety Concerns: If your submission indicates potential safety risks to yourself or others within the Learning People community, the information may be shared as necessary to address those concerns.

 

3 | Submitting a Request

Initial Notification: Contact your StudentCare Consultant (SCC) as soon as you become aware of the extenuating circumstance that has or will impede your study. They will send you an extension request form and supply guidance on completing the form. Please note that all extension request forms should be returned to us within 30 days of receipt, after 30 days we will consider your request closed.

Form Completion Assistance: If you need help filling out the form, your SCC is available to support you.

Review Process: Once your SCC has had the extension request form returned to them, in most cases they will be able to review and supply an outcome directly to yourself within 72 working hours. In some circumstances your SCC will need to refer your request to a Customer Resolution Advisor.

Referral to Customer Resolution Advisor: Where your SCC has referred your request to a Customer Resolution Advisor they will review your request and if they need any further information form yourself they will reach out to discuss this with you. Once they have completed a review of your request they will supply you with an outcome, this process can take up to 30 days to complete.

Consideration and Resolution: We strive to support students in overcoming their challenges with sensitivity and understanding and aim to supply an outcome within 30 days of your request being received. However, aggressive or abusive behaviour towards staff will not be tolerated and may affect the consideration of your request.

 

4 | Length of Extension

Our enrolment period extension policy in most cases will be sufficient to satisfy short-term extension requests of one to three months, requests for a longer extension will be referred to a Customer Resolution Advisor and typically would be covered by our Change of Circumstance policy.

 

5 | Qualifying Circumstances

Our enrolment period extension policy is designed to support our students in the following circumstances:

1. Illness resulting in not being able to work or study.
2. Hospitalisation from illness or an accident.
3. Bereavement.
4. Other extenuating circumstances outside of your control.

 

Please note, supporting documentation will need to be supplied to validify your request.

 

6 | Non-Qualifying Circumstances

As our study programmes are designed for part-time study, it is the students responsibility to effectively manage their time to complete their study programme within their enrolment period, fitting it around their work and personal life commitments. As such we would not consider the following as extenuating circumstances outside the students control:

1. Work Commitments.
2. Holidays.
3. Moving House.
4. Other day to day commitments.

 

In some circumstances we may grant a short extension to a students enrolment period for the above reasons with a fee payable by the student.

Late Requests: It is important to note that we will not consider requests within the last month of your enrolment period, unless it is a extenuating circumstance that has only just occurred. We will not consider any request made outside of the enrolment period of your study programme.

In all of these case you would be referred to our Customer Success Team who will discuss available options you.

 

5 | Eligibility

For an extension request to be considered, the following must be true:

1. Request made within enrolment period.
2. Active engagement is study programme has been demonstrated up to the point of request.
3. If paying via an instalment plan, all payments are up to date.
4. Extension request form returned within 30 days of receipt.

 

By adhering to this policy, Learning People commits to providing fair and reasonable support to students facing personal challenges, ensuring they can continue and complete their study programs successfully.

 

Last date updated: June 2024

Policy owner: Learning People