Learner Code of Conduct

1. Who this applies to

This Code applies to every learner who creates an account on Secure Licence and books a driving lesson, test package, or any other service through our platform.

2. Respect for your instructor

• Treat your instructor with the same professional respect you would expect from them.
• Avoid personal, political or romantic topics during lessons.
• Do not record audio or video of your lesson without your instructor's explicit, prior consent.
• Do not offer tips, gifts or payments to your instructor outside the platform in exchange for passing marks or favourable assessments.

3. Attendance and punctuality

• Be ready at your agreed pickup location at the scheduled start time.
• If you need to cancel or reschedule, do so through the platform with as much notice as possible — see the Refund & Cancellation Policy.
• Repeated no-shows may lead to a temporary or permanent restriction on your account.

4. Honesty

• Provide accurate information when creating your account — your real name, contact details and date of birth.
• Hold a valid learner permit for your state or territory before you book a lesson.
• Disclose any medical condition that could affect your ability to drive safely.
• Do not use the platform on behalf of someone else.

5. Safety and fitness to drive

• Do not attend a lesson under the influence of alcohol, drugs or any substance that may impair your driving.
• Wear glasses or contact lenses if your permit requires them.
• Follow your instructor's reasonable directions at all times during the lesson.
• If you feel unwell or unsafe during a lesson, tell your instructor immediately.

6. Reviews and feedback

You are welcome — and encouraged — to leave honest feedback after a lesson. Your review helps other learners choose a good instructor and helps instructors improve.

• Reviews must be based on your actual experience with the instructor named.
• Do not submit reviews that contain abusive language, threats, discriminatory remarks or false factual claims.
• Do not submit reviews in exchange for a discount or any other benefit.
• Secure Licence may moderate, hide or remove reviews that breach this policy.

7. Complaints — making one in good faith

If something goes wrong in a lesson, we want to hear about it. Our Complaint Handling Policy explains exactly how we investigate. Please:

• Report the issue as soon as possible while details are fresh.
• Be specific — dates, times, what happened, and any evidence you have.
• Be truthful. We take every complaint seriously, and we investigate both sides.

8. False or malicious complaints

Making a false complaint — whether to damage an instructor's reputation, to avoid paying for a lesson, or for any other reason — is a serious breach of this Code.

If we determine that a complaint was knowingly false, we may:

• Record a warning on your account.
• Suspend or permanently close your account.
• Refuse any refund claim related to the false complaint.
• In cases involving defamation or serious harm, cooperate with any legal or police action the instructor chooses to pursue.

We will always investigate fairly before drawing any conclusion. A complaint that is simply not upheld is not the same as a false complaint.

9. Your rights as a learner

• You have the right to a safe, respectful, and professional lesson.
• You have the right to change instructors at any time.
• You have the right to raise a complaint and have it investigated fairly.
• You have the right to a refund under the Refund & Cancellation Policy.
• You have the right to access and correct the personal information we hold about you.