LEARNER INFORMATION HANDBOOK

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LEARNER INFORMATION

HANDBOOK

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Welcome ... 2

Safety ... 4

Learner Induction ... 5

The People ... 6

Access and Equity ... 8

Behaviour ... 8

Harassment and Discrimination... 9

Learner Support Services ... 10

Language, Literacy and Numeracy ... 11

Recognition of Prior Learning (RPL)... 12

Credit Transfer (CT) National Recognition ... 13

Record Keeping & Privacy ... 15

Fees, Refunds / Cancellations ... 19

Contact Us ... 23

July 2014 - Version 1 / Page 1

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WELCOME

ABOUT SKILLED GROUP REGISTERED TRAINING ORGANISATION (RTO)

SKILLED Group Registered Training Organisation (RTO) is one of the training divisions of SKILLED Group Training Services specialising in Business, Management, First Aid/CPR, Information Technology and Mining Training.

SKILLED Group RTO operates as a nationally registered training organisation (RTO), complying with the

requirements of the Australian Qualification Framework (AQF) and the Australian Skills Quality Authority (ASQA) Standards.

Should you require any information about your training or assessment, or the policies and procedures associated with your training, our staff will be happy to help you.

This Learner Information Handbook covers details about conditions, requirements or activities that may impact you upon the successful completion of your training and also provides information and guidelines that will help you successfully complete your training program.

On successful completion of all assessments you will be issued with either a Certificate or a Statement of Attainment relevant to the course completed.

COMMITMENT TO TRAINING

SKILLED Group RTO is committed to the provision of quality vocational education for all Learners engaged in our training and assessment services and in accordance with the Vocational Quality Framework.

We will conduct our business operations with full regard and compliance with all local, state and federal laws, by- laws, statutes and regulations.

Our clients are treated with respect, courtesy and a caring attitude.

Everyone in the workplace, including Learners, are accountable for their own actions and behaviour, and are responsible for taking all reasonable steps to ensure they complete their qualification within the prescribed time frames.

SKILLED GROUP VALUES

• Safety Leadership

• One Team

• Client Focus

• Our People

• High Performance

• Integrity

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TRAINING & ASSESSMENT STANDARDS

ASQA is the national regulating authority for education and training in the (Vocational Education and Training) Sector and as an RTO, SKILLED and our Trainers are required to operate under ASQA guidelines and all our courses must be accredited with ASQA.

SKILLED Group RTO is required to comply with strict Conditions & Standards when providing training and assessment.

The key standards SKILLED Group RTO comply with when delivering training and assessment are known as SNR’s (Standards for Continuing Registration).

This regulatory system has important benefits for you when you enrol with SKILLED Group RTO as a Learner.

• It means we provide quality training and assessment that complies with the ASQA standards

• We provide a quality training environment with qualified experienced Trainers who help you gain knowledge, skills and competence in your chosen course or qualification.

OTHER TRAINING BENEFITS INCLUDE

• SKILLED Trainers are industry qualified and have recent industry experience that will be shared with you during training

• You will have access to well-equipped training facilities, modern equipment and program materials that will support your success

• The opportunity to complete some of your initial training in a classroom environment , where applicable with ongoing training and assessment conducted on site.

All training and assessment is conducted as competency based training where you demonstrate your skills and knowledge to your Trainer by practical examples in the classroom or on the job.

When you have successfully completed all assessments and been assessed as competent you will be issued with either a Certificate or a Statement of Attainment relevant to the qualification/course completed.

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SAFETY

Safety is our first priority. Our objective is ZERO HARM and we are constantly striving to improve our safety performance. Our in-house OH&S management systems incorporate safety policies and procedures. All

workplaces and training sites have regular risk assessments and job safety audits as well as staff who are trained in hazard management.

If you observe an unsafe act you should immediately raise the issue with your Supervisor or Trainer and remove yourself from any hazardous situations.

Each person is individually accountable and responsible for their actions that may impact on the safety of others.

Undertake all tasks in a manner which ensures your own safety and the safety of others. Always observe any directions in respect to Occupational Safety.

Please report any accident, injury or incident to your Supervisor or Trainer, whether involving personal injury, property damage or a near miss.

DRUGS AND ALCOHOL USE

The use of drugs and alcohol can negatively effect and impair an individual’s ability to perform work both safely and effectively. Higher risks of injury, damage and loss occur through the use of drugs and alcohol by individuals, both on and off the job.

Learners engaged in training with SKILLED Group RTO will comply with our corporate drugs and alcohol policy available in our induction pack, together with any additional requirements prescribed by an employer, host employer or training site where training is taking place.

You are accountable and responsible for your actions which may impact on the safety of yourself or others:

• There is zero tolerance for any forms of drugs or alcohol when working and attending training at SKILLED Group RTO

• Your career is in your hands and you need to constantly be aware of the requirements and commitment to a safe, alcohol and drug free work and training environment.

RESPECT FOR OTHERS

It is expected that the behaviour of all apprentices and trainees in the learning environment ensure a positive learning experience. Respect for others and the Trainer is expected. Students are expected to behave in a professional manner at all times, taking others into consideration.

• You will be expected to treat staff with respect and observe any particular conditions which may appear in this handbook or be raised during the course by a Trainer

• Inappropriate language and actions will not be tolerated

• In keeping with Equal Opportunity and Discrimination laws, no derogatory or prejudicial comments are acceptable with reference to a person’s culture, disability, age, gender, sexuality, or religion

• Harassment, bullying and intimidation of staff or fellow students will not be tolerated

• Treat facilities and equipment with due care and respect

• You are required to respect the rights of others and treat others in a manner which is fair and non- discriminatory.

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LEARNER INDUCTION

Learner induction occurs both before and at the start of programs. Induction will generally include:

• Outcomes expected from the learning

• How the delivery will occur

• Assessment process

• Delivery and assessment timelines

• Learner expectations and responsibilities.

We provide clear information on the qualifications/courses offered, fees, RPL and CT options, LLN assistance and any other Learner Support Services available to the Learner.

When you attend a training course you will be notified of the location and the costs associated with the course on enrolment.

At enrolment you will complete an enrolment form and provide as much relevant information as possible to ensure we provide training to suit your needs.

ADDITIONAL INFORMATION

All information collected is kept confidential and subject to the Privacy Policy in this Learner Handbook.

Recognition of Prior Learning (RPL) and Credit Transfer options will be discussed during enrolment and if you believe you have the relevant skills and abilities learnt in the past you will be provided with the RPL/CT application form and appropriate Assessment Kit.

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THE PEOPLE

YOUR SUPERVISOR

• Provides you with coaching in the workplace to help you develop your skills

• Co-ordinates your workplace training and assessment that is relevant to your work and the competencies chosen for you to complete

• Develops Action Plans to assist you in meeting your commitment to your Training Plan

• Maintains records of your workplace training, coaching and contact to support your evidence for competency

• Links the training you may do off the job in the form of electronic learning, workbooks, and/or classroom learning to your current role

• Reviews your competency level and provides the assessor with formal advice on your competency in each of the units by completing a Third Party report.

THE TRAINER/ASSESSOR

• Develops a training and assessment plan for you in conjunction with your employer

• Assists your Supervisor with developing training strategies

• Outlines the assessment process

• Helps you identify your current skills and knowledge

• Makes regular visits throughout the training

• Assesses you in a fair and flexible manner

• Checks that you are ready to be assessed

• Provides you with an opportunity to be re-assessed if you are not yet competent. The Trainer/Assessor will be provided three opportunities to assess you as Competent (additional assessment may incur a fee)

• Examines the evidence you provide for assessment to ensure it is sufficient, current, authentic and valid

• Ensures the assessment process is undertaken to meet the following outcomes which are valid, reliable, flexible and fair

• Advises your Supervisor if you have any skill gaps that require further development following an assessment.

THE REGISTERED TRAINING ORGANISATION (RTO)

• Arranges any off the job training required

• Monitors your progress throughout the training process

• Records your progress on file and database, and stores this information confidentially

• Issues a certificate on completion of your training.

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YOUR COMMITMENT AS A LEARNER

This is to remind you of the commitment you have made to your training program, and the following responsibilities are expected:

• Work towards achieving the qualification stated on the Training Plan

• Undertake any training and assessment in accordance with the requirements of the Training Plan

• Make all reasonable efforts to achieve the competencies specified in the Training Plan

• Participate in the development of the Training Plan and taking advantage of all learning opportunities

• Attend training sessions/assessment meetings and supervised workplace activities.

YOUR RESPONSIBILITIES AS A LEARNER

• Actively pursue learning and acquiring of the skills to meet the competencies required

• Read and understand – or ask questions to understand – your Training Plan and what you are required to do to gain the qualification

• Advise the Trainer/Assessor if you are unable to attend any meetings with them regarding your assessment

• Advise the Trainer if you are unable to attend any scheduled training and send an email to skilledgrouprto@skilled.com.au

• Provide all the evidence to the assessor for each competency when requesting assessment.

EVALUATIONS AND FEEDBACK

SKILLED Group RTO is committed to providing you with a high level of client service as this is the key to our success. Satisfied clients and Learners will result in repeat business and successful achievement of our quality goals.

When your training is completed you will be asked to provide feedback to SKILLED Group RTO on the services we provide. We appreciate you taking the time and making the effort to participate in our evaluation surveys and provide us with feedback on our services.

Your feedback is evaluated and used to continuously improve our training and assessment delivery.

Your Trainer will provide details of the survey process.

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ACCESS AND EQUITY

All Learners are enrolled in an ethical and responsible manner and consistent with the requirements of the training program guidelines. Access to our programs is on the basis of non-discriminatory and equal opportunity good practice and we actively seek to increase opportunities for people to participate in vocational education.

Appropriately qualified Trainers/Assessors will assess the extent to which you are likely to achieve the stated competency standards of the course and provide details to the RTO Manager of alternative recommendations if necessary.

In keeping with our Access and Equity Policy we will assist you in meeting the requirements of your program despite your circumstances but SKILLED Group RTO Trainers/Assessors cannot spend excessive time with you if it is to the detriment of other Learners.

BEHAVIOUR

SKILLED is committed to ensure all Learners benefit from their training experience and therefore expect learners to be well behaved and polite at all times.

If you become disruptive the Trainer/Assessor in the first instance will remind you of the requirement for good behaviour.

If the disruption continues the Trainer/Assessor has the right to request you leave the training location and discontinue your participation.

This move will be fully supported by SKILLED Group RTO and the National RTO Manager and will be reported to your employer.

You may return to the program at the discretion of the Trainer/Assessor after consultations with you and your employer and upon adequate assurances of good behaviour.

Your attendance at future programs will be at discretion of SKILLED Group RTO Management.

DYSFUNCTIONAL BEHAVIOUR MAY INCLUDE

• Learner continuously interrupts during delivery of the course content

• Smoking in non-smoking areas

• Being disrespectful to other participants

• Harassment by using offensive language

• Sexual harassment

• Acting in an unsafe manner that places themselves and others at risk

• Continued absence at required times.

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HARASSMENT AND DISCRIMINATION

SKILLED is committed to achieving and maintaining a learning environment free from discrimination, harassment, and victimisation and bullying. We will treat all individuals fairly and provide a safe learning environment free from unacceptable behaviour. We will treat all complaints in a sensitive, fair, timely and confidential manner.

We will ensure all our Learners and staff understand their roles and responsibilities in creating such a learning environment, by a process of training, communication, mentoring and by example. We will ensure all our Learners and staff are aware of the processes and procedures for addressing any form of harassment or discrimination.

SPECIFIC PRINCIPLES

All Learners, staff and clients have a right to work in an environment free of any form of harassment and discrimination:

• All reports of harassment and discrimination will be treated seriously, impartially and sensitively.

Harassment and discrimination, including victimisation and bullying, is unwelcome, uninvited and unacceptable behaviour that will not be tolerated

• When management is informed of any harassment or discrimination it has the responsibility to take immediate and appropriate action to address it

• In dealing with all complaints, the rights of all individuals is respected and confidentiality maintained

• Whenever possible, all complaints should be resolved by a process of discussion, cooperation and conciliation. The aim is to achieve an acceptable outcome while minimising any potential damage to our organisation

• Both the person making the complaint and the person against whom the complaint has been made will receive information, support and assistance in resolving the issue

• Victimisation is unacceptable and will not be tolerated. No person making a complaint, or assisting in the investigation of a complaint, should be victimised

• Harassment or discrimination should not be confused with legitimate comment and advice (including feedback) given appropriately by management or Trainers/Assessors

• Staff, Learners and clients should not make any frivolous or malicious complaints. All staff, Learners and clients are expected to participate in the complaint resolution process in good faith.

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LEARNER SUPPORT SERVICES

LEARNER WELFARE AND GUIDANCE

When you recently completed your enrolment you were asked to provide information about your language literacy and numeracy skills as well as any Learner Support Services you may require. Any of the confidential information you provided will be acted on to assist you with any areas you have identified.

Learner Support Services is ongoing and will be available to you while you are training with our RTO.

SKILLED Group RTO is committed to the welfare of all Learners undertaking its programs and will provide guidance as appropriate to assist a Learner to determine their best study options.

We endeavour to provide welfare and guidance to Learners. This includes:

• Advice on counselling services

• Learning pathways

• Provisions for special cultural and religious needs

• Internal Learners have access to the SKILLED Employee Assistance Program (if you require assistance please discuss this matter with your Trainer/Assessor).

SKILLED Trainers/Assessors are not trained counsellors and therefore cannot provide the Learners with any counselling services but will assist you in identifying appropriate services.

If you cannot cope with your studies due to personal problems please discuss your situation with your Trainer/

Assessor who will provide you with mentoring and appropriate referrals to professionals.

Although no guarantee can be given that a counsellor will be available at short notice, every effort will be made to obtain one. The costs associated with this service are your responsibility.

All SKILLED Group RTO qualifications have career pathways once you have completed a qualification with us and decided on your future career objectives. Your Trainer/Assessor will be able to provide you with options for your continued learning goals.

The SKILLED Group RTO respects the various cultural and religious sensitivities and will endeavour to accommodate any special requirements. Please discuss any issues you may have with your Trainer/Assessor.

LEARNER SAFETY

SKILLED Group RTO conducts a site review of all sites where training occurs to ensure that students can travel safely to and from the venue. If you believe that you may be unsafe travelling to or from a venue please talk to your Trainer.

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LANGUAGE, LITERACY AND NUMERACY

We recognise many adult Australians do not have the language, literacy and numeracy skills they need to effectively participate in vocational training and workplace communication.

Each Training Package sets a minimum requirement in language, literacy and numeracy skills of participants, with which the SKILLED Group RTO must abide.

Your Trainer will make appropriate concessions for language, literacy and numeracy differences where these concessions do not compromise the requirements of the relevant Training Package and the integrity, equity and fairness of assessment.

RAIL INDUSTRY REQUIREMENTS

All Rail Industry Safety Induction participants must be able to speak, read and write fluent English, as an interpreter is not permitted.

If Learners have LLN, they are required to inform SKILLED Rail Training during the booking process. The minimum reading level for Transport for NSW (TFNSW) is Flesch-Kincaid Grade Level 8.6.

However, if it is not a learning difficulty and the Learner cannot speak or has difficulty understanding English, the Learner will not be permitted to undertake the training.

Trainers/Assessors will take into account the language, literacy and numeracy differences you may have and will make appropriate adjustments to the training and assessment strategies to accommodate these requirements.

You are asked to disclose any special requirements or needs you have at enrolment prior to the commencement of your training program and relevant assistance will be sought.

Trainers/Assessors aim to identify anyone who finds language, literacy and numeracy an impediment to their progress, and encourages them to gain access to the appropriate support services.

Language, literacy and numeracy issues are considered during curriculum and training resource development.

Trainers/Assessors are provided with appropriate updates on language, literacy and numeracy to ensure quality of delivery and development of their understanding and competence in this area.

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RECOGNITION OF PRIOR LEARNING (RPL)

WHAT CAN YOU GET FROM RPL?

Recognition of Prior Learning (RPL) can result in you being awarded a nationally recognised qualification or group of competencies (meaning part of a qualification rather than a whole qualification). It is however, your responsibility to gather and provide evidence for the RPL application.

HOW DOES IT WORK?

• It is a process of demonstrating whether or not you already possess the skill and knowledge to meet the standard required by the qualification

• Recognition mechanisms are developed based on the principles of validity, reliability, flexibility and fairness

• Adequate support will be available for all potential participants involved in the Recognition of Prior Learning process.

WHAT ARE THE BENEFITS OF RPL FOR YOU?

• You will have your current skills recognised

• It saves you time in achieving a qualification or course as you do not have to repeat learning or undertake training for skills and knowledge you already have

• It enables you to identify gaps in your knowledge and skills, and therefore learning that needs to occur to meet the requirements of a particular job role or qualification.

HOW COMPLICATED IS THE PROCESS?

RPL is not complex. It is a flexible assessment process that can vary with each individual applicant.

The process typically involves some kind of assessment of your existing skill and knowledge to determine the competencies you already have. The assessment is aligned with relevant types of supporting evidence.

Your application is not dependent on any one type of evidence and is assessed as a complete package of evidence.

WANT MORE RPL INFORMATION?

Talk to your Trainer or ask for an application form from any of the Administration team available at

skilledgrouprto@skilled.com.au Once you have identified the units you would like to apply to RPL, your Trainer will provide you with a specific RPL Kit for the units selected.

Once your application is completed, ask your Trainer to review it for you and submit the completed documents to the RTO administration office.

The RPL fee will not exceed $300 per unit of competency.

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CREDIT TRANSFER (CT) NATIONAL RECOGNITION

HAVE YOU COMPLETED ANY PREVIOUS STUDY?

To apply for credit transfers complete a National Recognition Application Form available from your Trainer or the RTO administration office.

SKILLED RTO will recognise and determine credit transfer applications of all Australian issued VET qualifications and Statements of Attainment.

Students are encouraged to submit any request for credit from previous studies when enrolling. This ensures you are not enrolling in units you may not need to undertake.

DO YOU NEED TO SUPPLY PROOF OF COMPLETION?

You will need to provide the original certificates and statements of attainment so they can be sighted and verified by the RTO administration staff when you submit your application.

There are no fees for submission of Credit Transfer applications.

LEARNING

Flexible Learning is undertaken by Learners in accordance with the Australian Qualification Framework which ensures qualifications achieved are recognised across Australia and:

• Resources for the delivery of the course are in place and maintained

• Training and assessment is conducted by qualified Trainers/Assessors with many years of industry experience

• All training materials are mapped to the national standards as prescribed in the relevant Training Package.

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ASSESSMENT

Assessment is an integral part of your learning if you wish to complete successfully and gain certification.

Throughout the training program you will be assessed to see if you have gained the necessary skills and knowledge to achieve the qualification.

Your Trainer/Assessor is required to ensure that the assessment tasks you undertake meet the national principles of assessment (see below for more information) and rules of evidence (see below for more information).

Various assessments tasks/activities may be involved including, but not limited to:

• Observation of performance

• Assignments

• Written/oral questioning

• Oral presentations

• Workplace performance

• Workplace projects

• Case studies/role plays/simulations

• Demonstration of skills

• Portfolio of evidence

PLAGIARISM AND CHEATING

Plagiarism is where another person’s work is presented as one’s own; cheating is where the Learner acts dishonestly (e.g. copying responses in a test). In the event it is evident that a Learner has plagiarised work or copied from another person, the Learner may be dismissed from the training course. The National RTO Manager will make the decision based on individual cases of plagiarism and cheating.

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RECORD KEEPING & PRIVACY

SKILLED Group RTO keep an electronic file of individual Learners in an RTO database, Learner details are entered into the RTO database system, and the relevant units of competency are linked to each Learner.

AUSTRALIAN PRIVACY PRINCIPLES

SKILLED RTO accepts and is committed to its obligations under the Australian Privacy Principles. We take the privacy of our Learners very seriously and we will comply with all legislative requirements.

We will collect personal information which is required for the purpose of delivering training and assessment services and for issuing nationally accredited qualifications.

As required by law and our governing bodies we may need to make your information available to others, such as the Australian Government, States, and Territory. When you undertake enrolment into a training program, you give your permission automatically to disclose your personal information to these bodies.

YOUR PERSONAL INFORMATION

SKILLED Group RTO will take all steps to ensure accuracy and completeness of personal information and will update any changes or correct any incorrect personal information at the written request of an individual.

SKILLED Group RTO will take all reasonable steps to protect the security of the personal information held, be it stored in electronic or hard copy form. All personal information is stored in-house or archived in secure storage.

Learners can access their records, or request a copy of their certification by applying in writing with an attached certified copy of their identification to the SKILLED Group RTO Manager. A fee will apply for replacement certificates.

Please send your written request to the email address listed at the end of this handbook.

ACCESSING YOUR PROGRESS AND RESULTS (CURRENT ENROLMENT)

You can access your current and accurate records of participation and keep track of how your training is progressing by requesting a print out of your training record.

Your Trainer/Assessor can provide you with a Request for Participation and Progress Report Form if required.

Talk with your Trainer who can provide you with feedback on your progress.

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LEGISLATIVE REQUIREMENTS

As a Learner you need to be aware that Training and Assessment is covered by specific legislation that could have an impact on your training and your workplace.

You will be kept fully informed by your RTO Trainers to ensure you are aware of any changes that could affect your training outcome.

Most of the information relevant to you as a Learner will be about:

• Revisions to Training Packages and qualification updates to new versions

• Changes to WHS legislation and how that may affect your workplace and training

• How assessment is undertaken

• Your assistance with providing feedback to the RTO by participating in surveys on how your training is progressing. This feedback is used by the RTO to improve the training we provide (Refer to Evaluation &

Feedback - Page 7).

Any additional information relating to legislation requirements is available from your Trainer. A full list of the legislation that covers you as an apprentice or trainee is listed at the end of this handbook.

SKILLED Group RTO will comply with all legislative requirements of the State and Australian government and in particular, Work Health & Safety, Workplace Relations and Standards for NVR Registered Training Organisations (SNR’s).

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ISSUES, COMPLAINTS AND APPEALS

COMPLAINT AND APPEALS RESOLUTION

It is our objective to minimise and resolve complaints and appeals through sharing of information, provision of explanations for decisions and regular communication. In the first instance, all issues, complaints and appeals should be initiated through the Trainer/Assessor who will endeavour to resolve the issue.

Often issues can be resolved by discussion and improved communication.

SKILLED Group RTO has procedures in place and formal processes for dealing with Complaints and Appeals:

• A Complaint is when you have a concern about a particular issue and would like it resolved (e.g. a harassment issue)

• An Assessment Appeal is when you do not agree with an assessment decision and would like it reviewed (e.g. an appeal against a Competent/Not competent decision)

• An Appeal is when you have a concern about a decision relating to your general training (RTO) processes and would like it investigated (e.g. having to wait to be assessed due to being absent from training for a legitimate reason).

If you decide to formalise your Complaint or Appeal, your Trainer can provide you with a Complaints and Appeals Form that needs to be completed and submitted to the RTO Manager.

Should the issue be in relation to the Trainer/Assessor, the matter can be taken directly to the RTO Manager.

Failing resolution of the issue the RTO Manager will review and assist in obtaining a mutually beneficial outcome.

If an acceptable resolution cannot be achieved, the Training Manager will advise the aggrieved party of the appropriate legal body where they can seek further assistance.

The Training Manager shall ensure that an accurate record of all proceedings is maintained and kept on the relevant party’s file and logged through the SKILLED Issues Resolution system (IRIS).

ASSESSMENT APPEAL

If you are dissatisfied with the outcome of an assessment task as you feel the result is unfair or incorrect, you may request a review of the assessment result.

In all cases, the process involves an initial review by a second Trainer/Assessor; if you are still dissatisfied with the assessment outcome you can escalate the process to a formal appeal. It is expected that in most situations the appeal will be resolved without the need for a formal appeal.

You may lodge a formal assessment appeal within 10 days using the Complaints and Appeals form. Please seek assistance and advice in preparing your appeal and submit your completed application to the National RTO Manager.

If the Assessment Appeal is not addressed to your satisfaction you may appeal to our registering body, the Australian Skills Quality Authority (ASQA) on a toll free number [1300 701 801].

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APPEAL

If you are dissatisfied with a decision made relating to your nationally accredited training in general you can appeal that decision.

In all cases, the process involves discussing your concern with your Trainer/Assessor; if you are still dissatisfied with the decision you can escalate the process to a formal appeal. It is expected that in most situations the appeal will be resolved without the need for a formal appeal.

You may lodge a formal appeal within 10 days using the Complaints and Appeals form. Please seek assistance and advice in preparing your appeal and submit your completed application to the RTO Manager.

COMPLAINT

It is SKILLED Group RTO’s objective to minimise and resolve complaints through sharing of information, provision of explanations for decisions and regular communication.

SKILLED Group RTO recognises complaints can arise from a multitude of reasons including:

• Assessment concerns

• Training expectations

• Access and Equity

• Recognition of Prior Learning

• Anti-Discrimination

• Program delivery

• Interpersonal conflict

• Administrative processes

SKILLED Group RTO has a documented procedure to ensure all complaints are handled in a timely fashion. In the first instance, all complaints should be initiated through the Trainer/Assessor who will endeavour to solve the problem.

If no resolution is achieved, a formal complaint can be lodged using the Complaints and Appeals form to the SKILLED Group RTO Manager who will attempt to resolve the situation in a respectful, fair and confidential manner.

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FEES, REFUNDS/CANCELLATIONS

TRAINEESHIPS

SKILLED Group RTO is provides traineeships, and therefore fees associated with training and assessment

services are either applied under contractual arrangements with employers or individual participants are charged a fee for training and assessment.

Where a client (employer) has the responsibility for paying the training fee, SKILLED reserves the right to withhold Certificates or Statements until relevant fees are paid in full. NO refund applies once the training course

commences.

Where a candidate is assessed as “Not Yet Competent” by the assessor, the candidate may be given a further opportunity to undertake additional training or another assessment. No additional fee will be charged for this service for only one (1) re-attempt. Further attempts will incur a fee for service.

The Training Manager reserves the right to consider any exceptional circumstances that may arise. Where an individual cancels their traineeship, this will be undertaken in accordance with the State and Territory Regulations applicable at the time.

PUBLIC PROVIDED SHORT COURSES

SKILLED Group RTO provides short courses and therefore fees associated with training and assessment services are payable by the participant, unless training is negotiated with a client for their employees/pre-employment.

The participant has the responsibility for full payment of fees which is normally required prior to course

commencement. SKILLED reserves the right to withhold Induction Cards, Certificates or Statements until relevant fees are paid in full.

MATERIALS FEE

The materials fee covers the cost of printed learning resources where these are provided.

The materials fee may vary according to the qualification undertaken. The cost will be advised on enrolment and will be due and payable on course enrolment, this is a one off cost.

RPL

A separate fee is charged for providing RPL and the fee will be determined prior to the commencement of the RPL process. It will be calculated on the time involved to complete the assessment.

The RPL fee will not exceed $300 per unit of competency.

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REFUNDS

No refund will be given for any individual or organisation once the training course commences or for those who complete any section or full duration of any course.

CANCELLATIONS

Where an individual cancels their training program, notification of the cancellation is made in writing to the RTO Administration Officer.

If SKILLED Group RTO cancels the course, the Learner will receive a full refund.

If the Learner cancels their enrolment, or cannot complete the course for a genuine health or compassionate reason, a written application for a refund will be considered by the Commercial Manager on a case by case basis.

SKILLED Group RTO reserves the right to cancel or alter the date of any program where the numbers do not reach a minimum required to commence the program.

For other cancellations the following fees calculation will apply:

• 48 hours’ notice prior to the course: you will receive a full refund

• Less than 24 hours’ notice prior to the course: 50% of the course will be charged

• Fees will be non-refundable for participants who book a place in a training course and do not show up on the day that the course is held.

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LEGISLATIVE REQUIREMENTS

This would include legislative requirements relating to Acts, Regulations and Codes of Practice:

NEW SOUTH WALES

• Work Health & Safety (Mines) Act 2013 NSW

• Work Health & Safety Act 2011 No.10 NSW

• Apprenticeship & Traineeship Act 2001 (NSW) No.80

• Vocational Education & Training Act (Commonwealth Powers) 2010 No 131

• Equal Employment Opportunity (Commonwealth Authorities) Act 1987

• The Privacy Act 1988.

SOUTH AUSTRALIA

• Training & Skills Development Act 2008

• Work Health & Safety Act 2012

WESTERN AUSTRALIA

• Vocational Education & Training Act 1996 (Amended Dec 2010)

• OHS Act 1984 & OHS Regulations 1996 (Amended July 2013)

VICTORIA

• Education & Training Reform Act 2006

• Education & Training Regulations 2007

• OHS Act 2004 & OHS Safety Regulations 2007

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QUEENSLAND

• Work Health & Safety Act 2011 (Amended July 2013)

• The Further Education and Training Act 2014

AUSTRALIAN CAPITAL TERRITORY

• Training & Tertiary Education Act 2013

• ACT Work Health & Safety Act 2011 (Amended June 2013)

TASMANIA

• Work Health & Safety Act 2012 & Regulations 2012

• Training Workforce Development Act 2013

NORTHERN TERRITORY

• Work Health & Safety (National Uniform Legislation) Act 2012

• Work Health & Safety Administration Act 2011

• NT Employment & Training Act 2004

• The Privacy Act 1988

NATIONAL VOCATIONAL EDUCATION & TRAINING REGULATOR ACT 2011 INCLUDING

• VET Quality Framework (VQF)

• Australian Qualification Framework (AQF)

• Australian Skills Quality Authority (ASQA) (National VET regulator) and the Standards for NVR Registered Training Organisations (SNR’s) and training including access to:

o ASQA General Directions o ASQA Fact Sheets o ASQA Updates

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COMMON ABBREVIATIONS AND MEANINGS

During your training you will come across numerous abbreviations and words that you may not fully understand.

The following acronyms are the most common ones you may come across.

ACRONYMS

AAC Australian Apprenticeship Centres AQF Australian Qualifications Framework AQTF Australian Quality Training Framework VQF VET Quality Framework

ASQA Australian Skills Quality Authority ATTP Apprenticeship Traineeship Program CBA Competency Based Assessment CBT Competency Based Training

CT Credit Transfer

ESL English as a Second language GTC Group Training Company

LLN Language, Literacy and Numeracy OHS Occupational Health and Safety RPL Recognition of Prior Learning RTO Registered Training Organisation UoC Unit of Competence

CONTACT US

Should you require any information about your training or assessment, or the policies and procedures associated with your training, our staff will be happy to help you. You can email us at skilledgrouprto@skilled.com.au or the details below:

Training Services- Hawthorn Phone: 03 9565 5350 Fax: 03 9633 5932 2 Luton Lane, Hawthorn Melbourne VIC 3122

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ACKNOWLEDGEMENT OF PROVISION OF INFORMATION

Please sign and date and return to your trainer, scan and email to skilledgrouprto@skilled.com.au or post to:

SKILLED GROUP RTO 2 Luton Lane

Hawthorn Victoria 3122

I have read and understand the information provided in the Learner Handbook:

Name:

Position:

Signature:

Date:

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LEARNER INFORMATION HANDBOOK