Student Information Guide -...

MELBOURNE Gate 3 421 Grieve Pde Altona Nth VIC 3025

PO Box 345 Altona Nth VIC 3025

P: 03 8360 0400

PERTH Unit 6/80 Attfield St

Maddington WA 6109 PO Box 253

Maddington WA 6109 P: 08 9452 2266

SYDNEY Unit 1/ 11 Holbeche Rd Arndell Park NSW 2148

PO Box 166 Blacktown NSW 2148

P: 02 9831 9456

BRISBANE Level 2 Network

House, 57 Sanders St Upper Mount Gravatt

QLD 4122 P: 07 3343 6638

ADELAIDE 142 Sir Donald

Bradman Dr Hilton SA 5033

P: 08 8352 4355

LAUNCESTON 55 Elizabeth Street

Launceston TAS 7250

P: 03 6331 7322

Student Information Guide

Contents Welcome to your Training Journey ..................................................................................................... 3

Your RTO .............................................................................................................................................. 4

Company Mission Statement .............................................................................................................. 4

Delivery timelines ................................................................................................................................ 4

Training commitment .......................................................................................................................... 4

Training & Assessment ........................................................................................................................ 5

Duration of Training ............................................................................................................................ 5

Competent / Not Yet Competent. ....................................................................................................... 6

Responsibilities .................................................................................................................................... 7

Responsibilities of the learner ............................................................................................................. 7

Responsibilities of the RTO .................................................................................................................. 7

Responsibilities of the Trainer ............................................................................................................. 7

Responsibilities of the Employer (if applicable) .................................................................................. 8

Responsibilities of the Workplace Supervisor (if applicable) .............................................................. 8

Code of Conduct for Students ............................................................................................................. 9

Student Safety ................................................................................................................................... 11

Work Health and Safety Policy .......................................................................................................... 11

Our Policies ........................................................................................................................................ 12

Course Entry Assessment .................................................................................................................. 12

Your Privacy & Personal Information ................................................................................................ 12

Issuance of qualifications .................................................................................................................. 12

Recognition of Qualifications ............................................................................................................ 13

Credit Transfers ................................................................................................................................. 13

Recognition of skills ........................................................................................................................... 13

Student Support Services .................................................................................................................. 13

Fees .................................................................................................................................................... 14

P-007 Appeals Policy ......................................................................................................................... 15

P-006 Complaints Policy .................................................................................................................... 18

Complaint Form ................................................................................................................................. 22

Appeals Form ..................................................................................................................................... 23

Welcome to your Training Journey

We look forward to working with you during the course of your training, helping you to meet the competency standards set down for this course. We will try to make the learning and the journey as uncomplicated as possible.

Student Information Guide The Student Information Guide contains all the basic information about being involved in a training program with our company. All Policies and Procedures referenced in this document are available on request from your Training Office:

PRIMARY TRAINER: TRAINER: PHONE: From time to time, another Trainer may come to visit you. Any new trainers will introduce themselves to you and help you in your training.

Controlled Document of 23 Policy No: D-001 Version No: 2.7 Date Effective: Jan 2015 Review Date: Jan 2016

Your RTO

We are a Registered Training Organisation accredited by the Australian Skills Quality Authority (ASQA) to deliver recognised vocational education and training (VET) programs in accordance with nationally agreed legislation and standards.

Company Mission Statement To deliver customised, responsive and quality training programs using industry specialist trainers using high quality training material and resources. Training Offered Depending on whether you are a Public or Corporate Student, the training program is designed so that training can be undertaken in a variety of situations that best fit the individual units and training outcomes required. Training situations may include but is not limited to; classroom based, on the job or in the workplace, simulated activities, role play scenarios, project work, demonstrations and activities.

A written training plan will be prepared after consultation between you, your employer (if applicable) and your trainer. This plan will outline the units in your course, any on-the-job requirements and your estimated completion date. The delivery strategy has been developed through consultation between the RTO, the industry manager and key stakeholders, our industry qualified trainers and individual students like you. The RTO will provide all learners’ material as required. These consist of theoretical exercises, projects and activities that you may undertake. Delivery timelines Each course is different and depending on learning required your course may be delivered over a period of a few months to 2 or more years. Some courses also require practical placement in industry to be conducted as part of the course. Details can be found on the marketing material or you may wish to speak to your trainer. Training commitment We are committed to the completion of the training program for all students that enrol into our RTO. Our commitment extends to providing support to complete the course as outlined in your individual training plan. This support may include; altering assessment to suit your learning needs, offering alternative assessment methods, opportunities for reassessment, providing one-on-one training, proving additional time to complete assessment work, proving large text documents, interpreters, learning materials in foreign languages or other methods. By enrolling in to a course of study with our RTO you are also committing to the training program and are required to actively participate in all activities and a complete the required assessments to a standard that is acceptable by your Trainer. Where we are unable to complete you course of study we will endeavour to locate an alternative training provider that can complete your study. A statement of your achievement will be provided to the new training provider so you do not have to complete unnecessary work. Any fees paid to our RTO and not used will be refunded on cancelation.


Training & Assessment

Duration of Training Training Delivery will vary depending on the program that you have chosen to study with us. This is explained in the marketing material and can be discussed further by the Training Advisor or your trainer. Contract of Training/Training Agreement Where a Corporate Student is eligible for a Traineeship, they must be signed into a Training Agreement, which must be arranged through an Australian Apprenticeship Centre (AAC). The AAC will provide information about the conditions and responsibilities of the Agreement. Training There are a number of tools the trainer will use to assist your learning journey. The training is delivered as a mixture of some of the following: theory training and practical activities, roles play, case studies, videos, webinars, group discussion, readings, research on the internet or self-paced study. How are qualifications / courses structured? To complete your course of study you will need to successfully complete a minimum number of units of competency that meets the packaging rules of the course you choose to undertake. This is explained in the marketing material for each course.

i. The qualification requires you to successfully complete a specific number of units. a. These are broken into specified core units and selected elective units

ii. Each unit is made up of a number of assessment types / tasks a. This many include: questions, activities, demonstrations, observations, projects, case

studies, role plays etc. iii. You need to satisfactorily complete each assessment task to be assessed competent in the unit.

a. Should there be any aspects of the assessment that pose a difficulty for you, e.g., written work or understanding the workbook tasks, please discuss these issues with the Trainer as early as possible. We can offer other strategies to assist you to complete the course.


Assessment The RTO ensures that only students, who hold the requisite skills and knowledge as set out in the unit of competency, are assessed as being competent. The RTO does this by:

Ensuring assessment processes meet the requirements of the training package. Ensuring assessment processes are valid, fair, flexible and reliable. Ensuring assessment processes are carried out in a way that is consistent with the Learning and

Assessment Strategy documented during course development and regularly updated. Providing comprehensive assessment tools and clear information to our Trainers and assessors. Ensuring assessments cover all dimensions of competency as outlined in the competency

standards and assessment guidelines of each unit. Continually reviewing and improving assessment processes, tools and records. Having a planned schedule of moderation and validation activities that ensures all units are

moderated and validated at least annually. Ensuring all assessors follow the rules of assessment and sight current, sufficient, authentic and

valid evidence when forming their assessment decisions. Competent / Not Yet Competent. Where sufficient evidence is provided or observed in response to an assessment task you will be deemed competent (pass). If there is insufficient of incomplete evidence provided, the assessor may assess the unit as Not Yet Competent (NYC). NYC is not a fail, it is a determination that some aspects of the assessment were covered in sufficient detail. Where this occurs the trainer may; ask you additional questions to demonstrate knowledge of the gap, ask you to provide additional information, request that you redo the assessment or potentially participate in additional training in the unit to build the your knowledge. If there is anything you think may be important for the Trainer to know which may affect an assessment (e.g. broken reading glasses, or an injury) you should tell them. If you cannot perform a specific activity to the required standard, there will be opportunity to be reassessed at a later date. If you do not agree with the trainer’s assessment decision, it is recommended that you discuss the decision with the trainer and obtain feedback on how the decision was made. If after discussing the decision with the trainer you still disagree with the decision, formal appeal can be made. Refer P-007 Appeals Policy for more details. This policy is included in the last section of this handbook.


Responsibilities

Responsibilities of the learner

The Student must undertake to: Advise the RTO if you are unable to attend any arranged sessions Be adequately prepared and fully participate in sessions Advise the RTO of your withdrawal from a course Take an active responsibility in learning and acquiring the necessary skills and knowledge

required by the organisation Collect evidence of competence, illustrating the application of the skills you have acquired. Speak with the Workplace supervisor and the Trainer about problems. Commit to providing authentic work that you have completed. We do not condone cheating or

plagiarism. Monitor your own progress through the course Request additional assistance if you fell that you need help Review and resubmit work that is deemed to be Not Yet Competent by the trainer.

Responsibilities of the RTO The RTO will:

Familiarise you and your employer to the Training Manual Help to identify and assess your current skills and knowledge Develop a learning plan with you and your employer Help your employer and/or workplace coach/supervisor develop training strategies Arrange any off-the-job training, if required Monitor your progress throughout the training agreement Record your progress on file and store this information confidentially Arrange access to your file at your request Issue a certificate at the completion of your training Make regular visits during the training program. The Workplace supervisor should be present

during these visits. Responsibilities of the Trainer The Trainer will:

Review your progress Provide advice and assistance in developing future training activities/plans Assess you work in a timely manner Offer opportunities for reassessment when required Offer additional support mechanisms where required Document your progress in the training plan Abide by the RTO’s policies and procedures. Support you through your journey


Responsibilities of the Employer (if applicable) The employer will:

Provide employment for the term of the Traineeship in accordance with the appropriate training wage for your industry

Link your conditions of employment to an Award or Workplace Agreement Provide training in the workplace to help achieve the competency standards set by the industry Provide a safe working environment Help assess your skills in relation to the performance required by your industry and the training

package Offer feedback on your progress Liaise with your trainer about your achievements and how you have achieved these.

Responsibilities of the Workplace Supervisor (if applicable) Over the duration of the training program workplace supervisors and team leaders may be called on to providing supporting verification that you have performed workplace tasks to an acceptable workplace standard over a period of time. Supervisors are not authorised to assess competency, rather provide support to the trainer that you can perform the necessary tasks to the workplace standard. All Supervisors/team leaders are required to complete the Supervisor Authority Interview Form to be deemed an approved Supervisor signatory by the RTO. The Workplace supervisor is able to provide assistance to support you to complete the training required for the qualification. The role of the workplace supervisor is to:

Provide the opportunity for the off the job training component of the training program. Help you develop your skills through guiding your practice at the workplace Link what you may learn in off-the-job training with the skills practised in the workplace Co-ordinate workplace training and assessment so that it fits in with your everyday work and

training Liaise with the RTO to schedule the formal assessment.


Code of Conduct for Students

The Student Code of Conduct aims to provide a safe and productive learning environment by encouraging ethical and sensible behaviour by all students. As a Student, I must:

Attend scheduled training sessions and notify the trainer / branch before the scheduled start

time, if unable to attend sessions.

Ensure my actions and practices support the trainer in delivering the training to the group

Respect my fellow Students and RTO staff

Maintain a clean and safe learning environment

Contribute positively in class and refrain from disrupting the class

Treat Staff, Trainers and other Students in a courteous manner

Respect the equal rights for all students regardless of gender, race, culture, age, religion, gender

preference and abilities which includes their right to participate

Care for the property of other students and that of the RTO

Respond to any reasonable instruction from a member of Staff

Conduct myself in a professional manner (including neat and clean attire)

Not attend class under the influence of alcohol and/or illegal drugs or legal drugs that might

impair my ability to safely participate in the training / assessment, including the use of

equipment / machinery.

Ensure that my mobile phone is switched off or put on ‘silent’ during class times.

Refrain from taking / making phone calls or text messages during class time except in

extenuating circumstances that have been approved in advance with the Trainer

Only submit work that I have created and that is original – we will not condone cheating

Acknowledge my legal responsibilities as an adult in a class that may also have minors (<18 years

of age) in the training group –‘ Loco Parentis – in the place of a parent’

o your responsibilities related to language, sexual comments, sexual images, drugs, alcohol.

Each student must acknowledge that as a result of breaking the code of conduct, disciplinary action will be taken which may include one or all of the following:

The Trainer may ask a student to leave the classroom, or refuse entry to a training room if

behaviour is disruptive or dangerous.

A student may be suspended, or expelled, from the program for behaviour that threatens the

safety of others, interferes with the duties of staff, or other student’s study, or damages or

threatens RTO property.

The relevant authorities may be contacted where necessary.

Refer P-025 Code of Conduct Policy.

On your first day of training every student is required to sign a copy of the F-011 Code of Conduct and acknowledge their obligations to the RTO, the trainer and other students.


Students who do not sign the Code of Conduct will not be able to participate in the training program and their enrolment will be withdrawn.


Legislation The RTO is governed by numerous state and federal legislation, including but not limited to: Commonwealth Legislation

Privacy Act 1988 & Regulations 2001 Sex Discrimination Act 1984 Racial Discrimination Act 1975 Work Health and Safety Act 2011 Disability Discrimination Act 1992 Age Discrimination Act 2004 Australian Human Rights Commission Act 1986 National Vocational Education & Training Regulator Act 2011 Trade Practices Act 1975 and Trade Practices Amendment (Australian Consumer Law) 2010 Copyright Act 1968

State Legislation

Anti-Discrimination Act 1997 Apprenticeship and Traineeship Act 2001 Apprenticeship and Traineeship Regulation 2010 Training and Skills Development Act 2008 (SA) Children’s Protection Act 1993 and Regulations 2010 (SA) Fair Trading Act 1987 (SA) Vocational Educational and Training (Commonwealth Powers) Act 2012 (SA) Work Health and Safety Act 2012 (SA)

The trainer will make available a copy of the D-018 RTO Legislation and Licencing list during induction. This identifies and summarises the key legislation related to training.

Student Safety

Work Health and Safety Policy The RTO is committed to providing a safe workplace for all employees and Students. Resources used by trainers will comply with all relevant legislation to ensure the health and safety of employees and Students. Information on Workplace Health and Safety will be made available to all employees and Students; it will be a requirement of all staff to share the responsibility of maintaining a safe working environment. The following guidelines are provided as a basis for safe practice in the training environment:

Integrate WH&S into all aspects of the workplace. 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 No smoking at the training and assessment facilities or offices Report all potential hazards, accidents and near misses to the staff.

Please see our Workplace Health & Safety Policy for further details.


Our Policies Course Entry Assessment To ensure that every student has the best opportunity to complete their course of choice, the RTO will review the student on two levels:

1 – a suitability discussion will be undertaken with the student to determine that the student understand the course structure, delivery strategy and employment requirements 2 - an Entry Assessment will be undertaken that seeks to confirm that the student has the ability to complete the required assessments work to a satisfactory standard (this comprises a discussion with the TA and the completion of a 1-2 page information sheet asking then student to respond to questions related to the course that is reviewed by the trainer.)

If the trainer believes the student may find completing the course difficult, the trainer will discuss the options of supporting the student by: offering alternative training / assessment methods, offering a qualification at a lower level, redirecting the student to a formal Language, literacy, Numeracy assessment and / or possibly directing the student to a formal Language, literacy, Numeracy course. In some cases the student will not be entered into the course if the student is likely to be unsuccessful in achieving the qualification. All students are required to complete a pre-course assessment to assist in determining that each student has the required level as well as enable the RTO to plan to provide some additional assistance where relevant. Please see our P-038 Language, Literacy & Numeracy Policy for further information. Your Privacy & Personal Information The RTO takes the privacy of students very seriously and complies with all legislative requirements. These include the Privacy Act 1988 and the National Privacy Principles 2001. Student information is only shared with external agencies to meet compliance requirements as a Registered Training Organisation (RTO). All information shared is kept in the strictest confidence by all parties and is available on request. This includes:

Australian Skills Quality Authority (ASQA) National Centre for Vocational Education and Research (NCVER) The relevant state training body (ie Skills for All, Skills Victoria) The relevant state safety body (ie.WorkSafe VIC, WorkCover NSW, SafeWork SA)

In other cases the RTO will seek written permission for such disclosure. Please see our P-039 Privacy and Personal Information Policy for further details. Issuance of qualifications Where the student is deemed competent in all of the units required to meet the packaging rules for a qualification, the RTO will issue a qualification, if one or more units is assessed competent a Statement of Attainment will be issued to the student is in line with the AQF Qualifications Issuance Policy. As per our policy on issuing certificates and statement of attainment, the first document is issued free, a $30 fee is imposed to reissue a lost certificate. Please talk to you trainer or training advisor for further Details. A copy of our P-043 Issuing AQF Certification Documentation Policy can be made available.


Recognition of Qualifications The RTO recognises qualifications and statements of attainment issued by other registered training organisations in Australia, for courses on our scope of registration only. Please see our P-035 Mutual Recognition policy for further information. Credit Transfers Credit transfers will be granted for any units that have been previously attained and match to a unit in the student’s current enrolment or where units from a preceding training package are seen to be equivalent as documented by the training package guidelines and these courses are on our scope of registration. Please see our P-035 Mutual Recognition policy for further information. Recognition of skills Students may apply for the recognition process of skills and knowledge they have obtained through past experience. The RTO can only give recognition for a unit of a qualification or for the entire qualification only within its scope of registration. Please see the P-048 Recognition Policy for further information.

Student Support Services Support services may include but is not limited to:

Language, Literacy & Numeracy (LLN);

o Identified through the LLN assessments and further actioned through available training

in certificates in spoken and written English or additional contact hours provided by the

trainer.

Mentoring;

o Provided one on one by trainers and assessors

Disability support;

o Determined through Enrolment Forms and actions to be determined dependant on

disability;

o further information can be found in the Access and Equity Policy and Procedure;

Information Technology (IT) support;

o For some courses (example Telecommunications) students are provided with access to

online materials through an online Learning Management System (LMS) these students

are provided with materials which support students to access these resources;

Job search and placement;

o For further information see P-029 Practical Placement Policy

Personal counselling;

Career guidance.

o For further information see Suitability Statements and P-001 Enrolment Policy;


Fees

Fees may be charged for some courses. The fee structure for each course is different as it is based on available funding and in some cases mandatory state fee requirements. The RTO ensure that fees, refunds and charges are collected and administered in accordance with the provisions of legislation and contractual arrangements. You will be advised of the fees before you enrol into any course with AIT. Corporate students will always have any fees paid by the employer and these will be detailed in the client service agreement. A personal fee payment schedule may be discussed with the training advisor before enrolment and will be approved by either the State Sales Manager or State Manager. Our fees are available on our website www.ashleyinstitute.com.au / www.asgintegracom.com.au

Refunds Refunds may be available where payments have been received but not all of the training has been delivered. AIT has a policy of not retaining more than $1000 before a course has commenced and no more that $1500 is held during the course work training that has not been delivered. All requests for refunds must be in writing and on the “Refund Request” form available on our website.

Students attracting Government Subsidised Training

If the student voluntarily withdraws from a course prior to commencement of 1st class, a full refund of fees paid (less Administration Fee), will be provided.

If a student withdraws from a course within the first three weeks of commencement of training, refunds will be issued on a pro rata basis, with the amount to be refunded based on the number of units commenced in the training program. If a student withdraws or cancels from a course after the first three weeks, no refund is payable.

Full Fee paying students

Refunds will be issued on a pro rata basis, with the amount to be refunded based on the number of units commenced in the training program.

Please see our Refund Policy for further information

Records Management The RTO assures the integrity, accuracy and currency of records maintained in its offices in accordance with the relevant legislation. Student information kept includes:

Assessments for all units for six (6) months after completion of studies. Competency Achievements – thirty (30) years (also stored at ASQA). Student personal & funding details seven (7) years.

Please see the P-003 Record Management and Maintenance Policy for further information. Quality Control The RTO request feedback from participants and clients on the services provided. At times you may be contacted to participate in surveys to help improve our services or to provide information to government agencies. The RTO assesses the feedback to find opportunities to improve our training for future students.

http://www.ashleyinstitute.com.au/

http://www.asgintegracom.com.au/


P-007 Appeals Policy

Purpose The RTO has an Assessment appeals process that is open to all students and that treats all appeals in a fair and equitable manner, and is based on procedures that are appropriate, accessible and easily understood. Compliance This policy relates to the following 2015 SNR standards: 2.2, 5.2, 6.1-6.6 This policy relates to the following 2012 SNR standards: 16.7 This policy relates to the following AQTF Standards: 2.7 Assessment Appeal Definition Appeals process is a process whereby the person being assessed, or other interested party such as an employer, may dispute the outcome of an assessment and seek reassessment. Policy Despite all efforts to provide satisfactory services to its students, clients, employees and other persons, an assessment appeal may occasionally arise that requires formal resolution or reconciliation. Nature of appeals An appeal may be lodged if the candidate feels that:

The assessment was not carried out in accordance with the assessment plan,

The assessment decision has been made incorrectly, and/or

The assessment process was not fair or valid

Resolving issues before they become a appeal In the first instance students are encouraged, wherever possible to resolve the situation(s) directly with the trainer/assessor to rectify the issue before being escalated to an appeal. Where possible appeals are managed and resolved informally, however if the issue cannot be managed informally the student can submit a formal appeal in writing as per the following process. Lodging an appeal An appeal must be made in writing and specify the particulars of the decision or finding in dispute using the RTO appeals form located on the RTO web site or alternatively this form can be forwarded to the student by request. Appeals must be lodged within 28 days of the notification of your marks or for final results Formal appeals are to be made in writing and forwarded to the RTO’s head office Attn: The Operations Manager. The following procedure is to be followed when an application for appeal is received:

An Appeal is received by the RTO and is immediately recorded into the Appeals Register and noted within the RTO’s student managements system.

Persons lodging appeals in other forms such as phone or email are to be provided with the Appeals Form and advised of the correct format for submission.

The Appeals Form is to be forwarded to the Operations Manager or appropriate state manager who is to review the matter and make recommendation as to how to respond to the matter. The


Operations Manager may choose to consult with others within the RTO or relevant agencies external to determining his or her recommendation

The Operations Manager may choose to make inquiries about the matter or may task another person to research the matter against relevant policies. The Operations Manager is to consider applications for appeal on the basis of procedural fairness. In most cases, this should include a careful examination of the system or process that the applicant is required to negotiate (such as the assessment system), the information they have been provided which has led to appeal in question.

The Operations Manager is to finalise their response to the applicant and provide the applicant a response within 20 working days from when the appeal is received.

The response to the applicant must include information that demonstrates that the appeal was thoroughly reviewed and what actions and outcomes have been identified as a result of the appeal.

Opportunities for improvement that are identified as a result of the appeal are to be recorded as a Corrective Action Request (CAR) within the JLB Track system and submitted for the next management meeting. The Operations Manager may, at their discretion, follow-up with the applicant after consideration by the RTO investigation team to inform the applicant of the improvement actions identified.

If the applicant is satisfied with the response, the appeal is to be closed in the Appeals Register. If the applicant is not satisfied with the response, the applicant is to have the opportunity for a person or a body that is independent of the RTO to review his or her appeal following the internal appeals process. This service is to be provided by the RTO at no cost to the applicant. The applicant is however required to meet their own costs in relation to travel, time and in preparing any submission to an independent person or body.

At the conclusion of the review, decisions or outcomes of the appeals process that find in the favour of the student or otherwise shall be implemented immediately.

The Appeals Register is to be kept up to date at all times to accurately reflect how the matter was responded to and the duration from the date the appeal was received to the date the appeal was resolved.

Resolution timeframe All formal appeals will be responded to efficiently within a reasonable timeframe, usually twenty (20) days or as soon as practicable. However in some cases, particularly if the matter is complex, the resolution may take longer. You are welcome to bring a friend or advocate to this meeting if that is your choice. Record keeping and confidentiality A written record of all appeals handled under this policy and procedure and their outcomes shall be maintained for a period of at least five (5) years to allow all parties to the appeal appropriate access to these records. All records relating to appeals will be treated as confidential and will be covered by the RTO’s Privacy and Personal Information Policy. Non-limitation of policy This policy and related procedure do not replace or modify those or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in this policy and related


procedure limits the rights of individuals to take action under Australia’s Consumer Protection laws. Also, this policy does not circumscribe an individual’s rights to pursue other legal remedies. External Assistance Students are able to lodge an external complaint with the appropriate department for your state

ACT: www.ombudsman.act.gov.au NSW: www.ombo.nsw.gov.au NT: www.omb-hcscc.nt.gov.au TAS www.ombudsman.tas.gov.au WA www.ombudsman.wa.gov.au QLD www.ombudsman.qld.gov.au VIC www.ombudsman.vic.gov.au SA www.trainingadvocate.sa.gov.au

http://www.ombudsman.act.gov.au/

http://www.ombo.nsw.gov.au/

http://www.omb-hcscc.nt.gov.au/

http://www.ombudsman.tas.gov.au/

http://www.ombudsman.wa.gov.au/

http://www.ombudsman.qld.gov.au/

http://www.ombudsman.vic.gov.au/

http://www.trainingadvocate.sa.gov.au/


P-006 Complaints Policy

Purpose The RTO has a complaints process open to all students, clients, employees and other persons that treats all complaints in a fair and equitable manner based on procedures that are appropriate, accessible and easily understood. The RTO has a duty of care in ensuring students study in a happy environment, free of coercion, unfair treatment or harassment. Compliance

This policy relates to the following 2015 SNR standards: 2.2, 5.2, 6.1-6.6 This policy relates to the following 2012 SNR standards: 16.7 This policy relates to the following AQTF standards: 2.7 Definition A complaint would generally be directed at the general performance of RTO or its Staff in the delivery of our services. Policy Despite all efforts to provide satisfactory services to its students, clients, employees and other persons, complaints may occasionally arise that require formal resolution. It is our goal to ensure that all complaints are resolved promptly, objectively and with complete confidentiality as well as ensuring the views of each complainant and respondent are respected and that each party to a complaint is not discriminated against nor victimised. Nature of complaints Complaints may be made be in relation to any of RTO’s services, activities and decisions such as:

The enrolment, induction/orientation process The quality of education provided Training and assessment matters, including student progress, assessment, curriculum and

awards in a course of study Access to personal records Decisions made by the RTO The way someone has been treated.

Resolving issues before they become a complaint In the first instance, persons are encouraged, wherever possible to resolve the situation(s) directly with the individual or department the complaint is directed at, to rectify the situation before being escalated to a formal complaint. Where possible complaints are managed and resolved informally, however if the situation cannot be managed informally the person can submit a formal complaint in writing as per the following process.


Lodging a complaint A complaint must be made in writing and specify the particulars of the situation in dispute using the form located on the RTO website or alternatively this form can be forwarded to the individual by request. Complaints must be lodged within 28 days of the situation in question. Formal complaints are to be made in writing and forwarded to the local RTO Office Attn: The Operations Manager/ and or State Manager. The following procedure is to be followed when an application for complaint is received:

A complaint is received by the RTO and is immediately recorded into JLB Track and noted within the RTO’s Student Management System.

Persons lodging complaints in other forms such as phone or email are to be provided with the complaints form and advised of the correct format for submission.

The complaints form is to be forwarded to the Operations Manager or relevant State manager who is to review the matter and make recommendation as to how to respond. The Operations Manager/ State Manager may choose to consult with others within the RTO or relevant agencies external to determining his or her recommendations.

The Operations Manager may choose to make inquiries about the matter or may task another person to research the matter against relevant policies. The Operations Manager is to consider the application for a complaint on the basis of procedural fairness. In most cases, this should include careful examination of the RTO’s internal systems, policies and or processes, the associated information and or communication the student has been provided with, that has led to the complaint in question.

The Operations Manager is to finalise and provide a response within 20 working days from when

the complaint is received.

The CEO will be notified of all complaints and dependent on the nature of the complaint, it may escalate to the CEO for resolution.

The response to the complainant must include information that demonstrates that the complaint was thoroughly reviewed and what actions and outcomes have been identified as a result of this process.

Opportunities for improvement that are identified as a result of the complaint are to be

recorded as a Corrective Action Request (CAR) within the JLB Track System and submitted for the next Management meeting. The Operations Manager may, at their discretion, follow-up with the complainant after consideration by the RTO investigation team to inform the complainant of the improvement actions identified.

If the complainant is satisfied with the response, the complaint is to be closed in the JLB Track

System. If the complainant is not satisfied with the response, the complainant is to have the opportunity for a person or a body that is independent of the RTO to review his or her complaint following the internal complaints process. This service is to be provided by the RTO at no cost to


the complainant. The complainant is however required to meet their own costs in relation to travel, time and in preparing any submission to an independent person or body.

At the conclusion of the review, decisions or outcomes of the complaint process that find in the favour of the complainant or otherwise shall be implemented immediately.

JLB Track is to be kept up to date at all times to accurately reflect how the matter was

responded to and the duration from the date the complaint was received to the date the complaint was resolved.

Resolution timeframe All formal complaints will be responded to efficiently within a reasonable timeframe, within twenty (20) days or as soon as practicable. However in some cases, particularly if the matter is complex, the resolution may take longer. You are welcome to bring a friend or advocate to this meeting if that is your choice.

External mediation

If the Complainant is not satisfied with the outcome of their appeal then an independent mediator will be sourced by ASH through LEADR, the Association of Dispute Resolvers. Complainants may request that their grievance is referred to the independent mediator by writing to the CEO – National at Ashley Institute of Training, PO Box 245, Altona North, VIC 3025.

Costs of such mediation will be shared equally by ASH and the Complainant. As a guide mediator’s costs would be $385 for the first four hours (or part thereof). Subsequent hours would be $137.50 per hour. It is common for most disputes to be resolved within the initial four hour allocation.

If the Complainant remains unsatisfied with the outcome of the mediator’s decision, then they may contact the Australian Skills Quality Authority (ASQA). For contact details and information please see: http://www.asqa.gov.au/complaints/making-a-complaint.html.

Record keeping and confidentiality A written record of all complaints handled under this policy and procedure and their outcomes shall be maintained for a period of at least five (5) years to allow all parties to appeal appropriate access to these records. All records relating to complaints will be treated as confidential and will be covered by the RTO’s Privacy and Personal Information Policy. Non-limitation of policy This policy and related procedure do not replace or modify those or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in this policy and related procedure limits the rights of individuals to take action under Australia’s Consumer Protection laws. Also, this policy does not circumscribe an individual’s rights to pursue other legal remedies. External Assistance All students, clients, employees and other persons are able to lodge an external complaint with the appropriate department for your state:

http://www.asqa.gov.au/complaints/making-a-complaint.html


WA www.ombudsman.wa.gov.au NSW: www.ombo.nsw.gov.au NT: www.omb-hcscc.nt.gov.au TAS www.ombudsman.tas.gov.au VIC www.ombudsman.vic.gov.au SA www.trainingadvocate.sa.gov.au ACT: www.ombudsman.act.gov.au QLD www.ombudsman.qld.gov.au

http://www.ombudsman.wa.gov.au/

http://www.ombo.nsw.gov.au/

http://www.omb-hcscc.nt.gov.au/

http://www.ombudsman.tas.gov.au/

http://www.ombudsman.vic.gov.au/

http://www.trainingadvocate.sa.gov.au/

http://www.ombudsman.act.gov.au/

http://www.ombudsman.qld.gov.au/


Complaint Form

Attention: The Operations Manager/ State Manager

Name: Date:

Workplace:

Type of Non-compliance/Complaint:

The Issue: ______

Steps Taken So Far:

I. Details and recommendations

A. Investigation Team

Print Name Position Date Signature

B. Review Team


Conclusion: Was the complaint resolved? Yes No Is the recommendation feasible and maintainable? Yes No Does this complaint occur on a regular basis? Yes No Formal complaints are to be made in writing and forwarded to the local RTO Office Attn: The Operations Manager.


Appeals Form

Attention: The Operation Manager Name: Date:

Workplace:

Type of Appeal:

__________________________

The Issue: ______

Steps Taken So Far: ______

I. Details and recommendations

A. Investigation Team


B. Review Team


Conclusion: Was the appeal resolved? Yes No Is the recommendation feasible and maintainable? Yes No Formal appeals are to be made in writing within 28 days and forwarded to the RTO’s head office Attn: The Operations Manager.

Student Information Guide -...

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