INTERNATIONAL SOS – CLINICAL PROCEDURE

RCNASTANDARD OPERATING POLICY & PROCEDURE (SOPP)Version Date:22 Dec 2011 FINANCE - RCNA REFUNDPOLICYRCNA will maintain efficient accounting processes to ensure sound fiscal responsibilityand accountability for RCNA.RCNA is committed to providing high quality products and services. In the event that amember, client or customer is not satisfied, a refund may be considered.STANDARDISO 9001:2008 – 7.2 Customer ServicePREAMBLEAny request for refund of payments for services or goods provided by RCNA needs to bemade in writing to RCNA: requests to be received by letter, facsimile or email.Principles that underpin this policy and procedure are;When a request for refund is received, an assessment of the reason given forthe refund request will be undertaken by the cost centre manager and approvedby the relevant Director or as determined by the Instrument of Delegation.Each request for refund will be considered and determined on its individualmerits on a case by case basis by the cost centre manager and approved by therelevant Director or as determined by the Instrument of Delegation.The request for refund must be reviewed against any contractual agreementsthat may be applicable, to determine any RCNA obligations, conditions orrestrictions and any obligations, conditions or restrictions.There are some instances where RCNA will not provide a refund: RCNA cannot take responsibility if a member/customer/client changes theirmind so refunds will not be agreed based on a change of mind. In situations where the member/customer/client decides later they can’t affordthe products/services. In situations where the member/customer/client finds alternativeproducts/services at a more competitive price. Incorrect choice of product/service by the member/customer/client.Circumstances where it is considered acceptable for a refund to be processed are: An error has been made by RCNA. Products/services do not match what you were shown at the time of purchase. Products/services do not deliver what they are supposed to deliver.If a refund is being requested, initial contact with the relevant department to whom therequest is being made, will commence the process.All refunds and returns are at the discretion of RCNA (dependant on anyexisting contractual arrangements)Finance – RCNADate of Approval 22/12/11Date for review: PeriodicalApproved by: Chief Executive OfficerRefund22 December 2011 Page 1 of 3Uncontrolled if printed

PROCEDURE(S)The administrative process for RCNA business units may vary slightly, as such thefollowing processes are highlighted:EventsThe following information provides a guide to refunds for a delegate to an eventrequesting refund;If a cancellation notice is received greater than 28 days before the conference orevent, a full refund will be givenIf a cancellation notice is received 7 to 28 days before a conference or event, arefund will be processed less an administration fee of $100If a cancellation notice is received less than 7 days before a conference or event,no refund will be given.An organisation may send an alternative delegate if registration has been paid infull and the registered person is unable to attend due to unforeseencircumstances.The following information provides a guide to refunds as an exhibitor at an event,conditional on terms of agreement between RCNA and third party, e.g. caterer’s terms,venue hire terms, booth build terms etc., which may vary from event to event;Cancellations made more than 12 weeks from commencement of the event willreceive a full refund less an administrative fee of $100Cancellations received between four weeks and 12 weeks from thecommencement of the event will incur a fee of 25% of the total booking madeNo refund will apply to cancellations received less than four weeks prior to theevent.MembershipThe following information provides a guide to refunds for membership dues, as a resultof a member’s request for cancellation of RCNA membership;In the first instance, the request for refund needs to be directed to themembership services team on freecall 1800 061 660.The member will be advised to submit the request in writing to the MembershipServices team.In some instances refunds will attract an administration fee. The administrationfee is equivalent to two months membership fee. This will be determined by theMembership Services Manager and approved by the Director.Finance – RCNARefundDate of Approval 22/12/11Approved by: Chief Executive Officer22 December 2011 Page 2 of 3Uncontrolled if printedDate for review: Periodical

Professional DevelopmentThe products and services offered by the Professional Development Services that incurapplication fees are:RCNA APEC Online ProgramWorkshopsEndorsement ApplicationsAccreditation ApplicationsIT Online ProgramMedicare Item 10997 “Online Learning Program for Practice Nurses andAboriginal Health Workers”.The following information provides a guide to refunds requested for services providedby Professional development services; (below will be conditional on terms of agreementbetween RCNA and third party, e.g. caterer’s terms, venue hire terms, booth buildterms etc. – may vary from event to event)If an application fee has been paid prior to an event or commencement of aprogram and a refund is requested on or before 4 working days prior to thecommencement date of the event or program, a full refund will be issuedIf the application fee has been paid prior to an event or program and a refund isrequested less than 4 working days prior to the date of the event or program, a$60 administration fee will be chargedPayment Method Credit card - where a Credit Card or Direct Deposit payment has been made, therefund will be processed using the same payment method. If the refund attractsan administration fee this will be deducted prior to the refund being processed.Cheque - where a cheque for full payment has been received and banked byRCNA, the refund will be processed by cheque and forwarded to you by post. Ifthe refund attracts an administration fee, this will be deducted prior to therefund cheque being issued.FORM(S)N/AREFERENCE(S)N/ALINK(S)Instrument of DelegationREVISION HISTORYDate:Description of revision:22 December 2012 Initial ReleaseFinance – RCNARefundDate of Approval 22/12/11Approved by: Chief Executive Officer22 December 2011 Page 3 of 3Uncontrolled if printedDate for review: Periodical