Policy and Procedures

Information for Students prior to Enrolment

Last Updated: 11/01/2006

Please click here for a PDF version of the Student Policies and Procedures Handbook

Code of Practice
Introduction to Policies

Code of Practice

This Code of Practice serves as a preface to the Policies and Procedures Manual.

Our Commitment
This RTO is committed to high standards in the provision of Vocational Education and Training and other Trainee services. The policies set out in this Code of Practice, and in our Policies and Procedures Manual underpin the operations of the RTO. We understand that our registration as a Registered Training Organisation may be withdrawn if we do not honour these obligations.

Legislative Requirements
This RTO will comply with all legislative requirements of State and Federal Government, in particular Work Place Health and Safety, Workplace Relations, Anti Discrimination and Equal Opportunity.

External Review
This RTO has agreed to participate in external monitoring and audit processes as required by the State Training Agency. This includes random quality audits, audit following complaint and audit for the purpose of re-registration.

Quality Management Focus
This RTO has a commitment to providing a quality service and a focus on continuous improvement. We value feedback from trainees, tutors and industry representatives.

Management and Administration
This RTO has policies and procedures, which ensure sound financial and administrative practices. We guarantee the organisation's sound financial position and safeguard trainee fees until used for training or assessment. We have a fair and equitable refund policy. Trainee records are kept securely and confidentially and are available for trainee perusal on request. This RTO will have any relevant insurance necessary for the operational needs of the organisation.

Marketing and Advertising
This RTO markets training products with integrity, accuracy and professionalism, avoiding vague and ambiguous statements. In the provision of information, no false or misleading comparisons are drawn with any other training or training products.

Training and Assessment Standards
This RTO has personnel with appropriate qualifications and experience to deliver the training and facilitate the assessment relevant to the training products offered. Assessment will meet the National Assessment Principles including Recognition of Prior Learning (RPL). Adequate training materials will be utilised to ensure the learning outcomes of the training product can be achieved. Appeals procedures are in place for Trainees who are not satisfied with the assessment or training.

Course/Training Product Information
This RTO provides accurate, relevant and up-to-date course information for Trainees prior to commencement. This includes:

Client selection, enrolment and induction/orientation procedures;
Course information, including content and vocational outcomes;
Fees and charges, including refund policy and exemptions (where applicable);
Provision for language, literacy and numeracy support in assessment;
Client support, including any external support the organisation has arranged for clients;
Flexible learning and assessment procedures;
Welfare and guidance services;
Appeals, complaints and grievance procedures;
Disciplinary procedures;
Staff responsibilities for access and equity; and
Recognition of Prior Learning (RPL) arrangements.

This Code of Practice is reflected in the following Policies and Procedures Manual.

Introduction to Policies

This Policy and Procedures Information for Trainees does not stand alone.

Trainees should also refer to specific information provided about Courses. This may include:

Outlines of Course content or competencies
Specific payment and refund policies relating to individual Courses
Assessment
Course outcomes - for example, with respect to possible employment outcomes
Information provided at orientation - usually the first training session of the Course

Trainees should not hesitate to contact our staff if they are unable to locate this information on the website or in documents provided.

Above all, we hope that your training experience with us is rewarding and fulfilling - everything you were hoping for plus more.

The information provided here is meant to contribute to this outcome. We are looking forward to working together to achieve a great outcome for you and your future!

1. Policies about Quality Training & Assessment Systems

Firstly, you need to be aware that we do have policies about most things. These policies give us guidelines for our operation and help ensure that we maintain satisfactory standards in every area. Furthermore the Government authorities who supervise training require us to have policies that they consider to comply with good training and organisational practice.

If you don't know what the policy regarding an issue is, you can just ask. Some of the policies we have are not of interest to most trainees eg because they relate to internal or staff issues. So we try to provide trainees with what is most relevant to them.

We have policies about the following:

customer complaints, grievances and appeals
risk identification and management
continuous improvement
administrative and records management
financial management, including refund policies and systems to protect fees paid in advance
recognition of qualifications issued by other RTOs
access and equity
client selection, enrolment and induction/orientation
staff recruitment, induction and ongoing professional development
competence in delivery and assessment
strategies for learning and assessment

1.1 Circulation & Implementation of Policy & Procedures

We try to ensure that all our staff and training partners are familiar with what our policies are. However, if you find that the staff you are dealing with don't know (or haven't found out for you) please contact our International Office on the Sunshine Coast in Queensland.

1.2 Designation of Authority & Responsibilities

As with most organisations, different staff have different responsibilities. You will find that there is someone to help you with any particular difficulty you have. For example, if you are paying fees for your training, you should know which person is responsible for receiving the fees, issuing refunds etc.

The person ultimately responsible for the training provided by this organisation is the Chief Executive Officer (CEO). If you ever have to go "right to the top", you may ask to speak to the CEO. He or she should be able to assist you, or direct you to the right person.

The CEO is ultimately responsible for the operation of this Registered Training Organisation (RTO). The CEO has a responsibility to ensure that everyone in the organisation knows what they should be doing, and is doing it well! The CEO is accountable to the Government Training Authorities for the operation of the organisation.

Our staff are there to do their best to work with you to make your training experience exceptional. If you think you can help us do our job better please let us know how. A bit of feedback is always welcome.

1.3 Complaints, Grievances & Assessment Appeals Policy

If you do have a complaint about something (including an assessment issue), this is what our policy says:

Trainees can discuss any issues about any Course related matter with any Staff Member or Training Partner that they think will be able to assist in resolving the issue. If the issue can be resolved in initial discussions, no further recourse is required.
In the case of Assessment Issues, the Trainee should first approach the Trainer/Assessor conducting the Assessment.
The appeal period for issues related to assessment will be a maximum of one (1) month beyond the final date for submission of assessment unless another date is specified for the particular Course.
If the issue (assessment or other issue) cannot be resolved informally in these initial discussions, the student should be advised of the formal Complaints and Grievance Procedure process by the Staff Member who has had the initial discussions. In particular, the Trainee should be advised of the option of submitting a Complaints Form.
The Trainee has the option of submitting a Complaints Form to either an Staff Member from this RTO, or directly to the CEO, at any time regardless of any prior communication with other staff on an issue.
If a Trainee submits a Complaints Form to a Staff Member, the receiving Staff Member is encouraged to try and resolve the issue with the Trainee.
Regardless of whether or not a successful outcome is achieved with the trainee as a result of the Staff Member's response, the Staff Member must complete a Complaints: Staff Report Form and attach this to the Complaints Form (if the Complaints Form has been given to them).
The Staff Member must then ensure that the CEO receives both forms within the earlier of either:
1. 3 days after the resolution of the situation, or,
2. A period of fourteen (14) days from the initial receipt of the Complaints Form
If the situation has not been resolved by a Staff Member who has received a Complaints Form within fourteen (14) days, the CEO will either attempt to resolve the issue, or ask an Appointee to try and resolve the situation.
If the CEO receives a Complaints Form directly from a Trainee, the CEO will contact Staff involved in conducting the Course and request that a Complaints: Staff Report Form be provided to him within seven (7) working days.
Ultimately, the CEO will then be responsible to ensure that either the aggrieved person is now satisfied, or to communicate the organization's position on the situation.
If the trainee feels that the matter is still not satisfactorily resolved then the trainee will be referred to external organizations of appeal (e.g. Anti-discrimination Board, DET complaints).
The CEO will ensure that a record of the resolution, or attempted resolution, is attached to the Complaints: Staff Report Form which is, in turn, attached to the initial Complaints Form.
The CEO will also produce a Request for Improvement Form relating to the situation.
No charge or fee of any kind is applied to any complaint, grievance or assessment appeal.

1.4 Partnership Agreements

As a Registered Training Organisation, we sometimes partner with other organisations or individuals who have experience or qualifications in a particular area of training.

We always have a written agreement with our Training Partners. This will specify how each party to the agreement will discharge its responsibilities for compliance with the Standards for Registered Training Organisations.

As a Trainee, you should benefit greatly from the combined strengths of our Training experience, and the expertise and professionalism of our Training Partners.

Our Training Partners may be involved in the administration, delivery, and assessment of training. However, at the end of the day, we are the Registered Training Organisation that is in the position of overall responsibility with the Nationally Recognised Training you are undertaking. Our Training Partners are obligated by our agreement to comply with our Policies and Procedures.

We think our Training Partners are a great asset. We hope you do too. Once again, your feedback is not only welcome, but encouraged!

1.5 Risk Management

As an RTO, we are required to make sure that we can follow through on the delivery of our responsibilities with respect to training.

That means that we must continually watch out for potential hindrances to this being accomplished. In fact, we regularly do Risk Assessments to check that we are aware of potential difficulties that might affect the delivery of high quality training.

By assessing and managing risk, we foster success.

We invite you to contribute to this process. If you are aware of anything that might potentially hinder the delivery of our training, please let us know.

1.6 Collection and Use of Feedback

As a valued judge of our performance in training, you will be formally invited to give us feedback. Generally, this will occur on at least three (3) occasions:

Just after training has started
Sometime near the middle of the Course
At the end of the Course

Usually you will be invited to complete written Feedback Forms provided to you by the Trainer. If this is not occurring, we encourage you to ask for this to occur as a reminder to the Trainer.

In addition to this , we invite you to provide us with feedback anytime.

If it appears to you that your feedback is not being responded to appropriately, we invite you to approach one of our Staff or Training Partners to speak openly about the situation. If you don't feel that you are being listened to, you can formally register your feedback with our International Office. Refer to Complaints, Grievances & Assessment Appeals Policy for information on the process. Naturally, we hope that you have lots of good feedback for us. Our Staff and Trainers appreciate your encouragement too.

2. Compliance with Commonwealth, State/Territory Legislation & Regulatory Requirements

2.1 General Introduction to Compliance with Regulations

This RTO identifies and complies with relevant Commonwealth, State & Territory Legislation and Regulatory Requirements including:

Occupational Health & Safety
Workplace harassment, discrimination & bullying
Anti-discrimination, including equal opportunity, racial vilification & disability discrimination
Vocational Education & Training

Information about legislation relating to your training with us can be found through web sites such as the following:

http://www.whs.qld.gov.au/
(For information about legislation relating to Workplace Health and Safety)

http://www.trainandemploy.qld.gov.au/client/about/legislation
(For information about legislation relating to Education and Training)

Other websites provide information about legislation for particular areas of training. Ask us to help you locate this information if you need to.

Once again, we ask for your assistance and cooperation in ensuring that individual's rights are respected and upheld throughout all training related activities.

Throughout your Enrolment, Orientation, and Training periods with us, we will do our best to advise you of any legal rights or responsibilities you especially need to be aware of. We will also endeavour to ensure that Workplace, Heath and Safety guidelines are applied in a sensible and helpful manner.

Behaviour such as sexual harassment, bullying, racism and unlawful discrimination of any kind will not be tolerated by this organisation. We're sure that you will be supportive of this approach. We're all for a safe and supportive training environment.

We ask Trainees to support our Staff in the fulfilment of their duties with respect to these issues. Sometimes, in the case of accidents, or near misses, this may require the writing of a report by one of our Staff. We would ask you to cooperate in this process so that issues may be accurately reported and any necessary action taken to ensure that the accident does not occur again.

2.2 Specific Guidelines

2.2.1 Maintain a Safe Training Environment

No smoking at the training facility or offices
No alcohol or drugs at the training facility or offices
Know and observe OH & S rules
Know and observe details of emergency response and evacuation plans
Do not undertake activities which may cause injury to self or others
Be responsible for your own actions
Report all potential hazards, accidents and near misses to the most accessible staff member
Keep training areas neat and tidy at all times
Seek assistance if you volunteer to lift items eg move furniture in a training area
Observe hygiene standards particularly in eating and bathroom areas
Be aware of the hazards of sitting for extended periods at computer screens and sit appropriately, resting as necessary.

2.2.2 Computer Facilities

Extended periods of work with computers can result in general fatigue and eyestrain, whilst repetitive tasks and incorrect posture will result in consistent aches and pains. Consequently current OHS guidelines indicate that people working for long periods at computers should:

Organise their work so as to allow a five to ten minute rest every hour. This rest should include a change of position and stretching exercises as appropriate.
Improve posture by adjusting chair height so that the operator's feet are comfortably placed on the floor (or footrest) and your arms are at an approximately 90-degree angle.
The screen position to avoid reflection from lights and windows and at a suitable distance so that it can be easily read.

2.2.3 Electrical Equipment

Appropriately licensed or trained personnel only should perform any maintenance or repair work on electrical equipment. Eg Trainees should not offer to do any task related to fixing electrical equipment such as overhead projectors etc.
Electrical equipment that is malfunctioning must be brought to the attention of the Staff.

2.2.4 Fire Safety

We will undertake to communicate the procedures involved in evacuation and the location of fire equipment to trainees at each training facility for each course; and to users of the office at least twice each year.
All users of a Training Facility need to be familiar with the location of all EXITS and fire extinguishers. Please consult available maps to determine location.
It is the Staff & Trainees' responsibility to understand fire drill procedures displayed around the premises.
Staff & Trainees are asked to attend any instruction on the use of fire devices.

2.2.5 First Aid

First aid facilities are available where training is delivered.
All accidents must be reported to staff
The accident and any aid administered must be recorded by staff involved

2.2.6 Lifting

Trainees are encouraged not to lift anything related to the training provided by this organization unless they do so voluntarily and take all responsibility for any injury caused
Never attempt to lift anything that is beyond your capacity.
Always bend your knees and keep your back straight when picking up items
If you have experienced back problems in the past do not attempt to lift heavy objects or persons. Ask someone else to do it for you.

2.2.7 Work And Study Areas

Always ensure that all work areas are clean and clear of clutter so as to avoid the danger of accident by tripping or falling over.
Place all rubbish in the bins provided.
Ensure that kitchen bench spaces are left clean and tidy and that all dishes are washed.
Do not sit or climb on any desks or tables.

3. Effective Financial Management Procedures

This RTO has effective financial management procedures in place in line with the organisation's scope of registration and scale of operations.

3.1 Certification of Accounts

Our RTO's accounts are audited at least annually, by a qualified accountant with membership of Certified Practicing Accountants of Australia. The report will be made available, on request, to the Government Registering Body.

3.2 Fair & Reasonable Payment and Refund Policy

Should this RTO cancel any Course, participants are entitled to a full refund, or transfer of funds to another Course, or future Course.

Each Course conducted by this RTO will have its own specially constructed Payment and Refund Policy. Trainees should make sure that they fully understand what the Payment and Refund Policy is for any Course in which they enroll prior to enrolment.

For each Course, participants will also be advised of a final deadline for the completion of all assessment. If assessment is completed / submitted after this date a late fee will usually apply. This fee will usually be calculated by estimate of:

$110 per hour of time required to process, administer and record the assessment
Additional costs incurred by travel, communication etc

We are sure that Trainees will find our policies fair and reasonable. We believe our fees and payment plans make our Training not only affordable, but also great value.

4. Effective Administratation & Effective Records Management

This RTO has effective administrative and records management procedures in place in line with the organisations scope of registration and scale of operation's.

4.1 Procedures to Ensure the Integrity, Accuracy & Currency of Records

We do respect the privacy of your Personal Information. Only Staff who need to access your personal information for the purpose of administration or training are allowed to do so.

In addition, we ask that all Trainees acknowledge that Government auditors may need to check our administration systems. In doing this, they may gain access to information you have provided to us.

If you would like information that we have on file about you to be provided back to yourself or given to someone else, you need to request this by submitting a Personal Information Disclosure Form.

4.2 Retention of Records

We will retain for 30 years a record of the Units of Competency and Qualifications that you have achieved.

The appeal period for assessment is 21 days from LTi receiving a student/s certificate request.

100% all assessment items are to be sent to LTi with a student/s certificate request. The assessment will be retained by the LTi. If a student wishes to keep a copy of their assessment we ask that they make a photo copy before submitting their work (photo copies are accepted in place of orginals).

Student's assessment will be randomly selected for review, moderation and validation. LTi will provide trainers with feedback regarding assessment.

4.3 Up-to-Date Records of Enrolments & Participation

Your Enrolment Form provides us with the minimum amount of essential information to ensure that:

You meet entry requirements for the Course you enrol in
We will be able to communicate with you about all aspects of the Course as it proceeds
You are aware of all the information available about us and about the Course you want to enrol in
You are aware of the Payment and Refund information
We can enter your details on our Qualification Register for the future issuing of Qualifications

Your trainer will also encourage you to sign the Participant Attendance Register each Training day or session. This becomes a record of your participation in the Training Process. In some cases we are required to verify your attendance to Government Departments providing payment benefits or fee subsidies to Trainees. We know you'll be proud to "sign on" and show your commitment to the Training Process.

5. Recognition of Qualifications Issued by Other RTOs

If you've participated in or completed accredited training at another RTO, and have a qualification or Statement of Attainment to show us, we will recognise the validity that training.

If this proves that you have achieved some of the units of competency within the Course you are going to do with us, we will give you direct credit where it applies. There will be a small administration fee to cover checking and recording the results of your previous training.

6. Access & Equity & Client Service

6.1 Access and Equity

This RTO is committed to meeting the needs of the individual Trainees and the community as a whole, through the integration of access and equity guidelines.

This RTO will ensure that equity principles for all, regardless of race, gender, age, social or educational background or any disability that may be present are implemented through fair allocation of resources (including human resources) and the right to equality of opportunity without discrimination.

This RTO will ensure that no applicant for admission to the RTO will be disadvantaged in any way by virtue of their race, gender, age (recognising of course the minimum age), social or educational background or disability.

6.2 Dissemination of Clear Information to Clients

It is vital that lines of communication remain open between you, the Trainee, and whoever it is that you need to contact.

Having access to the internet is one very useful means of communication. Emails can be sent and received at any time of the night and day. You'd be surprised to know the hours that some of our staff work - just check the time recorded in the properties of the emails we send and you'll see for yourself!

Apart from using the internet for emailing, our website will usually contain relevant, up-to-date information that will help you in the training process.

When calling by phone, don't be surprised if you have to leave a message on the voice mail service. Just leave a time and number for us to get back to you. If may be easier for us to call you in the evening after business hours. Just give us a couple of options an we'll do our best to fit in with you.

If you don't have access to the internet, just let us know. We still know how to "lick and stick" a stamp.

If you like the person-to-person approach, just phone to make a time and we'll do our best to see you when we can.

Whatever happens, we'll try our best to communicate with you via the surest and most appropriate means of communication that suits you.

7. Competence of RTO Staff

Staff, Trainer's & Assessor's Qualifications & Experience

All Trainers responsible for the delivery of training and assessment of your performance are qualified and experienced. They hold the required training qualifications, in the area in which they are training and assessing.

Sometimes, less qualified but experienced personnel who have much to offer in a particular field of expertise, may be partnered with our qualified and experienced Trainers. In this case, the qualified and experienced Trainer is ultimately responsible for the official delivery and assessment provided.

We believe that great people are the key to great training. We are sure that your trainers will do a great job for you.

8. Assessment Requirements

8.1 Competency Based Training And Assessment

All programs delivered by this RTO are assessed under the "Principles of Competency Based Training".

The aim of Competency Based Training is to assess the trainee's ability to do the activities in each unit therefore assessment is based on your demonstration of practical skills. Your Assessor will assess your competence (ability) in each unit. You will receive an assessment of "Competent" or "Not Yet Competent".

A Unit of Competence (Competency) includes the skills, knowledge and attitudes that are required to complete a task in a work environment. When you are being assessed on these tasks you will be required to perform them to the level required in the appropriate environment.

All assessment results are recorded. Trainees will be notified of results in each assessment and have access to their assessment records through their Trainer or the RTO office.

If you are deemed not yet competent on completion of training and assessment you will be provided with a Statement of Attainment for any units of competency you have achieved. If you have not achieved any units of competency you will be provided with a TESOL Preparation Program Certificate of Attendance.

8.2 Recognition of Prior Learning (RPL)

Recognition of Prior Learning (RPL) is the formal acknowledgment of skills, knowledge and attitudes (elements of competencies) obtained through formal and informal training, study, work and life experience.

RPL can be given where formal study in a previously completed course has lead to a person demonstrating the same competencies as will be developed by doing another Course.

RPL can also be given where a person has evidence that competencies have been developed in situations outside the classroom eg at work, or by observation, reading or working as a volunteer in sporting, church or community based organisations.

8.3 Steps to follow to apply for RPL

Request an RPL Guide
Complete RPL Guide
Return RPL Guide with supporting Evidence and Application Fee.
Application is assessed.
You will be advised within 28 days of the cost for processing and formal assessment.
You can decide if you want the formal assessment process to go ahead.

For all the information about RPL, ask for an RPL Guide.

9. Learning & Assessment Strategies

Every Course we run has been planned to maximize the learning opportunities for the Trainees enrolled. That's why it's important for you to know the following information about a Course you might enrol in:

Duration of the Course
Times and Frequency of In-Class Training Sessions
Approximate amount of "out of class" independent study you will need to do
Type of Assessment and approximate time required to complete
Deadlines for assessment
Practical components of the Course

Where we can be flexible to meet your particular training needs we will be. However, we may need to negotiate options to suit your needs, in advance of the Course starting, to maximize the possibility of us accommodating you without disadvantaging others.

9.1 Appropriate Development, Adaptation & Delivery of Training & Assessment Products

If it becomes obvious in the process of the delivery of training during a Course that some changes can be made to improve the Training process, Trainees are invited to suggest alterations to the proposed program to the Trainer.

If the Trainee feels that his/her suggestions are not being considered and that a complaint should be made, the Trainee is advised to follow the Complaints, Grievances & Assessment Appeals Policy.

10. Issuing of Qualifications & Statement of Attainment

Most of the training we deliver nationally recognised. That is, it meets the requirements of government accreditation and training departments. If the training being provided meets these requirements, the advertising for the Course will state that it is "Nationally Recognised Training". A formal Course Code should be given to identify the exact Accredited Course or Unit of Competency being delivered. If you are not sure, please ask.

If you complete your training and demonstrate competence in the Course or Unit, a Qualification (for a full Course) or Statement of Attainment (for a Unit, or number of Units, as part of a full Course) will be issued within twenty one (21) days of LTi being notified of completion.

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