, ,

How and when can I apply for a refund?

If you are not 100% satisfied, you can contact our customer service team by phone or email and request a full purchase refund. Your request will be assessed by Safe Load Program Management and a judgement made on the validity of the request made within 14 days.

A request for a product or service refund can be made up to 6 months from the date of the original purchase.
Any product returned must be in the same condition as you received it and must be received by Safe Load Program before any refund will be issued.

If a refund request is made involving services e.g. license fees, SLP ID application, then you must provide full details including the reason for your refund request,

Refund examples:

  • Two or more payments were processed for the one ID application.
  • An ID application was made and the applicant already holds a current ID card.
  • An incorrect number of Pass-2-Load labels were purchased and the customer would like to return the labels for a refund.

Transactions details required include:

  • ID Card number (if applicable)
  • Date of the transaction; and
  • Name on the credit card used for the transaction; and
  • The transaction amount.
/by

Can an ID card application fee be refunded? I.E. if a trainer does not feel the applicant will pass, or if they fail 3 times and the trainer does not feel the applicant will ever pass.

No; SLP will not refund application fees paid.  The fees paid to SLP as part of the ID Program cover the administration of the program, the creation of all the programs associated tools, and ongoing support.

SLP will take special requests for refund on a case by case basis, in consultation with the trainer.

If the trainer is not satisfied with the applicant’s performance during face to face training, they can “Not Approve” their training and the process will not proceed to assessment.

/by

Can the SLP system be configured with different administrator levels allowing my company access to driver details?

No, access will not be provided to companies to view or modify their employees ID card details.
ID card details are accessible by the individual ID card holder and by SLP approved administrators and agents o

/by

Can I make payment to SLP by (EFT) Electronic Funds Transfer?

No; payment for SLP ID Cards must be paid by credit card through our secure web portal accessed via the SLP website

/by

Can I pay for an SLP identification card (SLP ID) with a credit card?

Yes, SLP’s ID card online application and renewal system requires payment via a credit card.

We accept Visa, MasterCard and American Express.  There is a 3% surcharge to cover the processing costs for Amex.

If you need more information please contact SLP

/by

I have a large number of drivers in my business; can I pay for their SLP ID card application with a company credit card?

A driver’s supervisor or manager can make the ID application on behalf of the driver and the manager can use a company credit card to complete payment.

Ensure the driver’s email address and/or mobile number is included in the online application information so he is sent an email or text message with his unique ID number.  If you set a password for him, please advise him of this also as he will need the Username (ID Number) and Password to access his online profile and to log on to complete his terminal assessment.

/by

Can SLP trainers see a list of registered ID applicants? I.E. via search?

Trainers will only be able to access high level applicant details.
Enough detail to determine that the applicant they are approving is the applicant that attended their face-to-face training.
No contact details are displayed for the trainer.

/by

Does the new ID Card have an expiry date, or is it expressed as a month?

All new IDs will have a specific expiry date. Drivers will have access to SLP website including all the training material and videos, right up until the expiry date (plus 3 months post expiry).  This will ensure that every driver has the best opportunity to be prepared to sit the re-assessment to renew their ID.  Please note that once an ID has expired, the Driver will not be given access to any participating terminal.

/by

Can other induction and training details to be stored against the ID card information in the web database?

Not at this time, but SLP is reviewing if this will be of benefit to SLP members and ID card holders in the future.

/by

I have not received my SLP ID card and it has been over 10 to 15 working days?

Please check the following:

  • check your SLP contact details are correct? (ID cards are sent to your postal address)
  • do you have a ID photo included in your details? (a passport style image is required)
    • if the ID image is not suitable, a card will not be produced or posted
  • have you completed the online assessment correctly, did you receive an on screen message at the end of the assessment advising you that you had passed the assessment?

If all of the items above are correct please contact SLP admin for further assistance.

/by