BRISTON TRAINING & DEVELOPMENT

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1 BRISTON TRAINING & DEVELOPMENT Student Handbook

2 Table of Contents Welcome to Briston Training and Development (BTD)... 3 Briston Training and Development Code of Conduct... 3 Unique Student Identifier (USI)... 4 Your Training Experience... 4 Support Services... 7 Recognition of Prior Learning... 8 Course Fees and Refunds Student Records Privacy Policy Briston Training and Development Code of Practice Training Guarantee Complaints and Appeals Frequently Asked Questions BTD Student Handbook Version 9 18/12/2014 Page 2

3 Welcome to Briston Training and Development (BTD) Briston Training and Development is a Registered Training Organization in Queensland, Australia (provider number 32127) delivering high quality, nationally recognized qualifications to a wide range of clients. Study with Briston offers the advantage of flexible learning pathways, full training support from our expert team of instructors, and an opportunity to develop your skills and knowledge with the very latest industry practices. Briston Training and Development Code of Conduct Briston Training and Development requires all students enrolled in one of the courses under Briston Training and Development s scope of registration observe the following principles whilst undertaking their training and assessment. Students are to provide accurate information at the time of enrolment and inform Briston Training and Development of any changes to their address or phone numbers within 7 days. This includes information relating to a disability or illness that may require special assistance. Students are required to familiarize themselves with this Briston Training and Development Student Handbook. Students are required to pay all fees and charges in accordance with the fee and charges payment plan outlined by this Briston Training and Development Student Handbook. Students are encouraged to uphold the principles of equal opportunity and show respect to other students or trainers regardless of race, religion, sex, socio-economic status, disability, language, literacy or numeracy when dealing with staff or other students. Students are encouraged to show maturity and contribute in a professional manner during the training and assessment process to produce a safe, healthy and productive learning environment. If a student participates in the destruction of property, harassment or bullying of individuals, uses discriminatory or offensive language then action to immediately cancel the student s enrolment and action taken to recover costs is available to Briston Training and Development. The security of a student s personal possessions while attending a course with Briston Training and Development is their responsibility for the duration of their time on the course. Briston Training and Development expects that all students enrolled with the submission of their work will adhere to high standards of integrity and BTD Student Handbook Version 9 18/12/2014 Page 3

4 professionalism. Work produced by the student should be original or where applicable referenced accordingly. If work is found to not be original or referenced accordingly the student may be required to resubmit their work at an additional cost or could result in the student being removed from the course. Students are required to complete and submit all assessment material in the time frame allocated by the Training Plan. Assessments submitted outside this time frame may result in an additional cost to the student or an assessment of Not Yet Competent being awarded. Students of Briston Training and Development are able to utilise the complaints and appeals process outlined in this Briston Training and Development Student Handbook for the resolution of grievances. All complaints and appeals will be handled professionally, confidentially and timely ensuring the resolution process. Briston Training and Development complies with state and federal legislation and regulatory requirements relating to its full scope of registration as an RTO including but not limited to WHS, Harassment, and Discrimination, Equal Opportunity and Vocational Education and Training legislation. Students are encouraged to ask the administration staff for further information on legislation or can refer to the Briston Training and Development website. Students are encouraged to seek clarification of their rights and responsibilities when in doubt. Unique Student Identifier (USI) As of 1Jan2015, all students choosing to take on nationally recognized training within Australia will be required to hold a Unique Student Identifier (USI). To obtain your USI, please go to usi.gov.au and follow the directions. The process of acquiring the USI is free but does require a form of identification to be referenced. The benefit to the student is that once registered with a USI, all your enrolments and achievements are listed on the nationally recognized qualifications gained from 2015 are listed in your account on the USI site. Your Training Experience The process for enrolling in, and completing qualifications through Briston has been designed with simplicity in mind to ensure that your study is fundamentally hassle free. The steps involved in your study with Briston are as follows: BTD Student Handbook Version 9 18/12/2014 Page 4

5 Stage Enrolment Key Events 1. Trainer Contact. Once an expression of interest is received, one of our expert trainers will contact you to discuss the course overview, fees, delivery times, and support options as well as addressing any questions you may have. 2. Enrolment. Your trainer will send you a short enrolment form asking for some basic personal details. This process can also be done by phone with your trainer with your consent. All your information remains entirely confidential within our organization. See How is my information used? in the FAQ for more detail. 3. Training Plan. In order to provide the greatest possible flexibility for your learning, your trainer will work with you to establish a Training plan that will outline key dates for both training delivery, and assessment submission. This document forms an agreement between both you and the trainer to ensure that the course is delivered and assessed successfully with minimal stress. This plan remains flexible for both parties, however changes need to be mutually agreed to ensure the training process meets the needs of both parties. Any reasonable adjustments to the delivery or the assessments that are required to be implemented will be decided upon during this time and added to the remarks column of the Training plan. 4. Confirmation of Enrolment. Once you have been enrolled in our system, you will receive a confirmation from a member of our team confirming your commencement date and planned completion date. Training Conduct 1. Delivery of Training. Your trainer will work with you to ensure you receive your training in the most effective manner available taking into consideration any reasonable adjustments that were identified in the enrolment and training plan development phase. Delivery can be conducted via distance in some instances, via web or video facilities, or optimally through the conduct of face-to-face training. In some qualifications, options for one-on-one training can be supported. These details will be agreed in the Training Plan and are designed to provide maximum possible support to the learner. BTD Student Handbook Version 9 18/12/2014 Page 5

6 2. Additional Support. If requested, your trainer may be able to offer additional, out of course study support to assist with difficulties you may have during your study. This can be requested at any time during the duration of your enrolment. 3. Assessments. In classroom-based courses, many of the assessments may be completed within the conduct of the allocated delivery windows. However with many VET courses, some take home assessments will be required to complete the qualification. This will be outlined within the Training plan on enrolment and should be clarified prior to commencing the course. Students are provided with a 12 month window from the date of enrolment to complete their course. This means that all assessments must have been received, and more importantly assessed as competent prior to the completion of this window. Including assessments that have this does not include the duration of any appeals that may be pending against an assessment decision. (See Complaints and Appeals in the FAQ section) or if a reasonable adjustment based on time has been made based on a learning disability. Completion of Training 1. Conclusion of Training. Once all elements of your assessments are completed, or on termination of your enrolment through either elapsed time, or course withdrawal or termination, you will receive a conclusion of training report from your trainer confirming units completed and your results. This allows you to confirm your status prior to a qualification or statement of attainment being issued. 2. Request for Feedback. In order to assist us in improving our services and procedures, with your trainer, or another member of the administration team will contact you and ask you to answer a short feedback form to inform our continuous improvement process. While it is not compulsory to provide this feedback, it is extremely beneficial to our organization so any assistance is greatly appreciated. 3. Issue of final invoice. If a course has not been invoiced at the start of a qualification (for third party payment only see Fees below), an invoice will be issued on completion of the training period as outlined within the training plan. BTD Student Handbook Version 9 18/12/2014 Page 6

7 4. Issue of Testamur. Once final course payment is received, Briston will issue a signed copy of the Qualification or Statement of Attainment which provides the formal recognition of course completion. Support Services BTD aims to provide our students with as much support as they require in order to assist them in gaining their qualification. Our trainers will work with you to discuss any individual learning support requirements that you may have including 1:1 tuition, additional learning materials, flexible delivery options, or specialized support services from external providers. There is no reason to feel embarrassed or apprehensive in asking for assistance from our trainers. Discussions with our trainers remain completely confidential and are simply designed to provide you with the support that you need. Some specialized support agencies that may be made available to students with learner needs include: AUSPELD supporting people with learning disabilities; Learning Difficulties Australia; ALNARC Adult Literacy and Numeracy Australian Research Consortium; NCVER Adult Literacy Resource through National Centre for Vocational Education Research; or Australian Council for Adult Literacy. Additional support agencies may be identified and engaged in consultation with students in direct to response to any relevant needs or wishes they may have. Any reasonable adjustments that are required to be implemented for the delivery of the training and/or the conduct of the assessments will be identified early in the enrolment process to ensure that the skills, knowledge and resources of the student are able to be recognized and complimented. Reasonable adjustments for assessments are made to the way in which evidence on performance is collected for the fairness and flexibility of the assessment. This can be in the terms that the information is provided to the candidate and the type of evidence to be collected from the candidate without altering the expected performance standards. Reasonable adjustments will take into consideration but will not be limited to: learning disabilities where they need more time; BTD Student Handbook Version 9 18/12/2014 Page 7

8 Sensory impairment where the student may require additional resources such as lighting, translation or adaptive technology; Intellectual disability where they may be uncomfortable with being assessed in an unfamiliar environment; Mental health issues where they may experience overwhelming stress from assessment situations. This may require an extended time period for the assessment or integrating the assessment into the learning process; Physical impairment issues may prevent the student from conducting a skill based assessment as initially constructed. The assessment may be able to be adjusted to take into consideration the physical impairment or if allowed by the requirements of the Unit of Competency allow for the student to direct someone else to do so; Location of student may prevent student from having access to all the resources developed for the delivery of learning and conduct of assessment. If allowed by the requirements of the Unit of Competency learning materials and assessment requirements will be adjusted to meet the restrictions of the location. Recognition of Prior Learning BTD recognizes qualifications and statements of attainment issued by any other Australian RTO and communicate any recognition provided to potential and enrolling students. Credit transfer applications received by BTD staff will be forwarded to the next scheduled management meeting for consideration and approval by the Director/s. BTD is committed to providing up to date and relevant credit transfer and recognition of prior learning (RPL) information to all students at enrolment and whilst enrolled. BTD staff will provide support and guidance regarding RPL and Credit Transfer enquiries in a timely manner. RPL Process: (a) (b) On receipt of a RPL enquiry, a BTD trainer will contact the applicant to discuss their suitability for RPL. This discussion is aimed to review whether the student is able to provide sufficient evidence or experience to satisfy the RPL process, and thereby reducing any additional potential charges as a result of a failed application (see Course Fees and Refunds section below). If the interview process is successful, the trainer will send through an RPL information pack containing current advice concerning the RPL process, fees and RPL assessment pathway to issuance of statements of attainment or qualifications. The pack will also include an evidence guide that will be BTD Student Handbook Version 9 18/12/2014 Page 8

9 (c) (d) (e) (f) used to map the student s skills, experience and evidence directly to the requirements of the units of competency within the course. An enrolment form will also be provided which will allow the student to proceed with their application. The trainer will also establish a Training Plan with the student with both the trainer and student signing a Training Plan form. On receipt of a completed RPL Evidence Guide and portfolio in accordance with the Timings outlined by the Training Plan, BTD shall record the student in the student management database and process the portfolio. On receipt of a RPL assessment judgment, BTD s Director/s will ensure the outcome is recorded in the student management database and the assessor will report the competency or rework decision to the RPL applicant. BTD staff will provide copies of completed RPL Evidence guides and place on file. All competent decisions will be recorded with advice and statements of attainment or qualifications being issued as soon as practicable. Credit Transfer: BTD recognizes statements of attainment and qualifications issued by all Registered Training Organizations. Where a student provides a statement of attainment or qualification from an RTO with applicable unit(s) to the qualification being applied for, BTD staff will provide a credit (advanced standing) to the student s course enrolment for the applicable unit(s) of competency. Credit transfer application of Nationally Recognized Training will be reviewed and applied by BTD s Director/s at no cost to the student once approved at BTD management meetings. Non AQF Credit Transfers: Where a student has completed informal or formal qualifications that are not recognised within the Australian Qualifications Framework (AQF 2011) the student will be required to submit an academic transcript to BTD s Director/s with a written request for Credit Transfer detailing the proposed unit(s) of competency for which they wish to apply for credit transfer. On receipt of a written request for credit transfer, BTD s Director/s will consider the comparability and equivalence of the submitted academic transcript to the courses: Learning outcomes; Volume of learning; Program of study, including content; and Learning and assessment approaches. Following the completion of the credit transfer review BTD s Director/s will ensure that a written response providing confirmation of the credit transfer or reasons why BTD Student Handbook Version 9 18/12/2014 Page 9

10 the credit transfer was refused is provided to the student within 5 working days of the BTD management meeting. The credit transfer decision may be appealed through BTD s Complaints and Appeals process. Course Fees and Refunds It is the policy (and preference) of BTD that no monies are paid for courses until either: (a) Completion of all assessment procedures for individual RPL applicants, prior to issue of their qualification or testamur; or (b) Prior to the commencement of group based training classes where fees are less than $1000 per student. In the extremely unlikely event that BTD receives payments in advance, the principles of Conditions of Registration will apply with the following guidelines. No more than $1500 will be collected from an individual candidate at enrolment However, in the equally unlikely event that an employer identifies a preference to pay for the student(s) training in advance, an agreement outlining the amount of money being paid in advance, including confirmation of BTD s refund policy will be made and signed by the employer and the Director/s of BTD. Program Payments All fee or program payments received in advance by BTD will be receipted and entered into the accounts by the administrative assistant at Briston Training and Development Pty Ltd. For all other ordinary financial occurrences, training services will be delivered to the student(s) and on completion, an invoice will be raised requesting payment for the course costs to be paid within 30 days of the invoice date. BTD accepts fee payments by method of cheque or money order but prefers a direct deposit or EFT payment from clients. Payment details are provided to each student offering these methods of payment. Once payment is received, a receipt is issued to the student and posted to the address provided on the enrolment form. Invoices are issued to employers on completion of training, or on a pro rata basis if a separate agreement is in place. Invoices are payable within 30 days with receipts issued once payment has been received and processed to BTD s bank account. BTD Student Handbook Version 9 18/12/2014 Page 10

11 Accounts and payments are reconciled against the student management system, and as identified above, BTD s accounts are administered by the Briston Training and Development Pty Ltd administrative assistant and scrutinised by an independent accountant. BTD s Fee Schedule The following fee schedule is applied for the courses and/or training and assessment services offered by BTD: Diploma of Business (BSB50207) $ RPL Diploma of Business (BSB50207) $ Diploma of Management (BSB51107) $ RPL Diploma of Management (BSB51107) $ Diploma of Work Health and Safety (BSB51312) $ RPL Diploma of Work Health and Safety (BSB51312) $ Certificate IV in Frontline Management (BSB40812) $ RPL Certificate IV in Frontline Management (BSB40812) $ Certificate IV in Work Health and Safety (BSB41412) $ RPL Certificate IV in Work Health and Safety (BSB41412) $ Certificate IV in Training and Assessment Services (TAE40110) $ RPL: Certificate IV in Training and Assessment Services (TAE40110) for $ students who hold TAA qualification RPL: Certificate IV in Training and Assessment Services (TAE40110) for $ students who hold BSZ or earlier qualification Provide First Aid (HLTAID003) $ Provide cardiopulmonary resuscitation (HLTAID001) $55.00 Training and Assessment Fee for any units not granted during RPL. $ Re-enrolment Fee for students deemed NYC after 2 attempts $75.00 Re-issue of Qualification/Record of Results/Statement of Attainment $10.00 The fees above are considered all inclusive of tuition, training and assessment materials, assessment services and certificate issue (where applicable). Where additional resources normally associated with a program of study are required (i.e. reference material, research documents, own computer) the trainer will advise the student exactly what is required in the study guide for that program. The Diploma programs are designed for students that are new to working in industry. They are designed for professionals like yourself and can help to update or consolidate your skills by providing you with the confidence and credibility to succeed in your chosen career. The Certificate IV in Training and Assessment (TAE40110) full course is designed and delivered to students who have held no prior training or assessment qualifications and are undertaking study in this area for the first time. BTD Student Handbook Version 9 18/12/2014 Page 11

12 The RPL programs for the Certificate IV in Training and Assessment (TAE40110) outlined above have been designed for two target group audiences: Students who hold TAA and are applying for RPL to the TAE program, combined with evidence for units not attained; and Students who hold BSZ or other relevant qualifications and are applying for RPL to the TAE program, combined with evidence for units not attained. The Provide First Aid and Provide CPR courses are stand-alone units of competency offerings in line with BTD s scope of registration. It is BTD s policy that a student will be given every opportunity to succeed in their course of study and therefore included in the course fees is the initial assessment, along with a second opportunity for re-assessment as part of the course costs. Where a student after two assessments is deemed not yet competent or is unable to achieve a unit of competency through RPL, the student will be required to pay the reassessment fee if they want to reapply for each unit of competency that they wish to pursue in order to gain the full qualification (where applicable). BTD sees this additional service to students as an additional training and assessment pathway. Refunds Policy While it is BTD s preference that fees are not paid in advance, the company provides the following refund policy outline to students and corporate clients. An application for a refund is addressed according to the notice given by the person making the request. The person is to submit a Letter of Withdrawal to their trainer/assessor stating the reasons for withdrawal. An assessment by the Director/s will be made of the reasoning in relation to the notice period provided to determine if the following refund policy is waivered: 14 days prior to the commencement of the course 100% refund Between 13 days and 7 days prior to the course 75% refund Between 6 days and the commencement of the course 50% refund Withdrawal during the course no refund. The majority of clients in BTD s business are invoice paying customers or alternatively take the offer to pay at completion of training. However in the unlikely event that fees are paid in advance, the fees paid in advance will be held in a separate section of the accounts system to allow for the refund policy to be activated if required. BTD Student Handbook Version 9 18/12/2014 Page 12

13 Student Records In accordance with the National Standards for Registration for RTOs, BTD are required to maintain records of assessment for 30 years. This does not mean however that your physical assessments will be retained for this period, simply the results of your assessments. Accordingly, our assessment archiving process is as follows: Physical student files. (Files containing hard copy enrolment forms, copies of all assessments submitted, any feedback and student correspondence). These are maintained by Briston within the head office for the longer of 6 months beyond the duration of the appeals period (30 days from award of result), or for the duration of enrolment (12 months from enrolment). This means that a student who has completed their course will have their physical file available for 7 months from the date of their final assessment result. Non completing students will have their physical file available until the completion of their enrolment period. Electronic Files. (Contains enrolment information and a copy of results awarded in sufficient detail to allow re-issue of testamurs). Retained in our system for 30 years. Students may request a copy of their results at any time by contacting our head office. Privacy Policy On enrolling with Briston Training and Development, a potential student is required to provide specific personal details and agree to allow BTD placing their details in our Student Database. The details provide are required to enable a BTD Trainer/Assessor to facilitate the training and allow BTD to meet our National reporting requirements. The personal details are retained in the database with access only granted to select administrative staff and direct training/assessment staff to facilitate the delivery, assessment and issuing of Certificates. Our administrative staff are located in Brisbane, Australia and Manila, Philippines. Both our administrative staff and training/assessment staff are required to access a password protected student database. The database utilized by BTD is an Australian owned and designed database that was designed for security and data protection. All staff are bound by the Australian Privacy Amendment (Enhancing Privacy Protection) ACT 2012 and the Australian Privacy Act Our national reporting requirements are for the release of generalized information as to the nationality, sex, age, education level and location of our students. Students may request a copy of their personal details held at any time by contacting our head office and offer corrections as required. If a student feels that BTD staff have BTD Student Handbook Version 9 18/12/2014 Page 13

14 breached our obligations in accordance with the Australian Privacy Amendment (Enhancing Privacy Protection) Act 2012 and the Australian Privacy Act 1988 they are able to provide a complaint in writing to the Director/s. A complaint received by BTD Director/s will be investigated in accordance with our Complaints and Appeals policy. Briston Training and Development Code of Practice Training & Assessment Services Issuance of Qualifications Financial Management Records & Information Management Access and Equity RPL (Recognition of Prior Learning) Stakeholder Feedback Provision of Information Legislative Compliance Marketing Accuracy BTD Director/s and staff are committed to providing Training and Assessment services, resources, support and equipment in a condition and environment that is conducive with achieving competency in the units of study undertaken. BTD has a student handbook that will be made available to each student prior to enrolment confirmation. BTD will promptly provide copies of all qualification and statements of attainment achieved by enrolled students and provide ongoing assistance to enquiring students with regard to their record of achievements and statements of attainment. BTD applies sound and accountable financial practices within its day-to-day operations and maintains its adherence to equitable refund policies. (These are explained in the student enrolment form) BTD is committed to implementing best practice in its records management practices and systems, responding in a timely manner to all requests of information from present and past students. All staff employed by BTD will be required to apply themselves to the provisions of the Privacy Act 1988, Privacy Amendment (Enhancement Privacy Protection) Act 2012 and Information Privacy Act 2009 (Qld). Completed student assessments will be retained for 6 months from the completion of the 30 day appeals period. Results of assessments will be retained for 30 years in accordance with legislative requirements. BTD Director/s and staff provide assistance to all clients to identify and achieve their desired outcomes. BTD is committed to providing training and assessment services to all clients regardless of race, religion, sex, socio-economic status, disability, language, literacy or numeracy and upholds the principles of equal opportunity. BTD Director/s and staff are committed to supporting the RPL enquiries and requests from potential and enrolled students. Enrolling students are supplied with relevant RPL information at initial contact and orientation events prior to undertaking studies. Further support is provided with relevant RPL tools following RPL application. BTD is committed to securing and reviewing advice and feedback from all its stakeholders involved in the delivery of its Training and Assessment services. Clear and accurate advice is provided to all enrolling students at BTD. Initial contact, orientation and the commencement of studies is supported by the provision of timely information concerning enrolment procedures, vocational outcomes, fees, access and equity, guidance and support, complaints and appeals processes and RPL arrangements or credit transfer. BTD Director/s conducts periodic reviews to ensure that it is compliant with all state and federal legislative requirements for RTO s including but not limited to WHS Act 2011, Australian Human rights Commission Act 1986, Age Discrimination Act 2004, Disability Discrimination Act 1975, Sex Discrimination Act 1984 and Vocational Education and Training legislation. BTD Director/s and staff are committed to ensuring any marketing is conducted in an accurate, ethical and responsible manner ensuring that all clients are provided with timely and necessary information. BTD Student Handbook Version 9 18/12/2014 Page 14

15 Complaints & Appeals The complaints and appeals policy of BTD shall ensure that all complaints are dealt with in a constructive and timely manner. All complaints and appeals shall be reported in management meetings and action items distributed to arrive at satisfactory resolve of each complaint and grievance. Students wishing to make a complaint or appeal a decision should apply in writing to their trainer within 30 days of being advised of a decision or judgement. Applications beyond this timeframe will not be considered. Training Guarantee BTD is committed to providing the highest quality education and training services to our students. In line with this approach, Briston will guarantee that students will receive all services and support outlined within current marketing materials (as at the time of enrolment), within our policy and procedures, and agreed with the student in development of our collaborative Training Plan. Students who feel that they have not received all guaranteed services and support should follow the complaints process outlined below. Complaints and Appeals The complaints and appeals policy of BTD shall ensure that all complaints are dealt with in a constructive and timely manner. All complaints and appeals shall be reported in the monthly management meeting and stakeholder feedback forms shall be raised detailing the actions required to arrive at satisfactory resolve of each complaint and appeal. Definitions: Complaint : Appeal : A process by which a student/stakeholder of BTD, or other interested parties, may raise a concern about BTD s policies, procedures, services or products with a view to having them changed or improved. A process whereby a BTD student/stakeholder, or other interested party, may dispute a decision made by BTD. The decision made by BTD may be an assessment decision or may be about any other aspect of BTD s operations. Complaints Management Process: All students/stakeholders are encouraged to firstly resolve any complaints they have in an informal manner. This can be done by students/stakeholders approaching the person(s) against whom they are making the complaint and try to rectify the issues that relate to the complaint. BTD Student Handbook Version 9 18/12/2014 Page 15

16 In the event the student/stakeholder is unable to resolve their complaint using the informal process, the following formal process can be enacted through a BTD staff member: Staff Member: (a) (b) (c) (d) On receiving a complaint a BTD staff member will immediately review the complaint with a view of providing a speedy resolution. This review will be conducted within 5 working days of receiving the complaint. If the matter cannot be resolved or requires advice or input from other personnel within BTD, the BTD staff member shall advise the complainant that their complaint will be reported to the next management meeting. The BTD staff member receiving the complaint will complete a Stakeholder Feedback form to identify the complainant s grievance in an accurate manner, providing same to the next scheduled management meeting. BTD staff must also advise the complainant that their complaint, if not satisfactorily answered by the management meeting and its representative, may result in a request for an independent response from the Director/s. Management Meeting Attendees: (a) (b) (c) (d) On receiving a Stakeholder Feedback form detailing a grievance, the attendees at the management meeting will discuss the nature of the grievance and the appropriate course of action to satisfy the complainant s grievance. The Stakeholder Feedback form will record the proposed solution and the BTD staff member will advise the complainant of the proposed solution as soon as practicable following the management meeting. The advice to the complainant shall include information and procedures concerning the complainant s right to appeal the proposed solution and request for the Director/s to review the complaint independently. The resolution will be provided to the complainant within 30 days of BTD receiving the complaint. Director/s Independent Review: (a) (b) (c) In the event of the complainant reporting that they are dissatisfied with the proposed solution, the Director/s will contact the complainant and advise them that they will be reviewing the complaint independently to consider the nature of the complaint and a possible further resolution. The complainant at this time may identify if they believe the complaints process did not take into account all matters of the complaint, or if new evidence is available by the complainant which could not have reasonably been provided at the time of the formal complaints process. The Director/s will review the complaint along with the initial resolution and any other matters, and will provide the independent outcome to the BTD Student Handbook Version 9 18/12/2014 Page 16

17 (d) complainant within 10 working days from receiving a request for independent review. All independent outcomes provided by the Director/s will be reported to the next scheduled management meeting, and recorded in the minutes. Appeals Management Process: A student/stakeholder has the right of appeal on one or more of the following grounds: (a) They do not agree with the assessment process undertaken for their course of study; or (b) They do not agree with the assessment decision made by a BTD staff member as part of their course of study. Should a review of an assessment decision be requested by a student/stakeholder, the following process will be enacted. Assessor: (a) (b) The Assessor will review the student file, training and assessment materials, resources and evidentiary documentation within 5 working days of receiving the request for appeal and conduct a second assessment of competence. If the Assessor again returns with a finding of not yet competent, the Assessor will advise that the assessment will be forwarded to a second assessor for independent review. Independent Assessor: (a) (b) (c) (d) (e) On receiving a request to review an assessment decision made by a BTD Assessor, the independent Assessor will contact the student/stakeholder and advise that they will be undertaking an independent review of the assessment decision. The independent assessor will review the training and assessment tools, documentation and evidence provided by the student/stakeholder, the grounds for appeal and student file containing all correspondence between the student/stakeholder and the original BTD Assessor. If the independent assessor finds that an error has been made in the original assessment, the independent assessor will reverse the decision made by the assessor and confirm competence to the student/stakeholder. If the independent assessor confirms a finding of not yet competent the independent assessor will advise the student/stakeholder that they are unable to confirm competence and therefore unable to confirm completion of that unit of competency or qualification. The independent assessor will provide details of third party authorities where a further appeals process may be enacted. BTD Student Handbook Version 9 18/12/2014 Page 17

18 (f) The determination made by the independent assessor will be completed within 10 working days of the request for independent assessment. Independent Mediation and Consultation: At any time during the complaints management or appeals management processes, the complainant or appellant may lodge a complaint with an external independent body, i.e. Australian Skills Quality Authority using ASQA s online complaint form. Information regarding making a complaint with ASQA is located at: Australian Skills Quality Authority (complaints information line) It is BTD s preference however that any complaint or appeal is first notified to BTD so that internal processes can be effected for quick and effective resolution. Frequently Asked Questions Can Briston guarantee that I will get my qualification once I have paid for the course? It is important for students to understand that VET qualifications are not simply certificates to be bought, and require significant work and study in order to ensure attainment. However Briston will guarantee that students who have completed all assessments and administration required under the AQF and relevant qualification guidelines within their enrolment period will receive their qualification or statement of attainment. Students should be guided in their completion requirements by the timeline included within this handbook, and the traiing plan agreed with their trainer in identifying what these requirements are. How long do I have to complete my qualification? Enrolments with Briston Training are offered over a 12 month window which provides significant time for flexible delivery of any of our qualifications. Extensions to this period may be granted at the discretion of the Director/s, however you must request an extension in writing at least 30 days prior to the expiry of their enrolment. At any time you can contact your trainer to seek a confirmation of your progress and current enrolment status and timeline. Your trainer will confirm this with you during training sessions and will amend the training plan timeline as required in order to assist you in completing your course within the allocated 12 months. How many attempts do I have to complete all my assessments? Students who have submitted assessments that are found to be not yet satisfactory will receive feedback from their trainer, and be given the opportunity to re-submit their revised work. In the rare event that resubmissions are found to be not yet BTD Student Handbook Version 9 18/12/2014 Page 18

19 satisfactory in their second submission then students will be deemed not yet competent for the relevant unit of competency, and will need to re-enroll. This will incur a re-enrollment fee as outlined above. My trainer asked me to fill out an enrolment form with a lot of personal information. How is this used and how is the information stored? Student s personal information is gathered to assist us in providing the best possible training support, and to ensure that we can provide you with any relevant information relating to your course. We are required under federal legislation to gather certain information for reporting purposes relating to a person s background, age, education and ethnicity. This information is reported annually to provide a snapshot of the education sector which shapes the direction that the government will direct future funding and education initiatives. The information reported does not include your name or individual personal details. We will not share your personal details with any other agency, and will retain these only for internal use relating to your study. We are bound by relevant privacy legislation, and we take your privacy seriously. Information is retained on our secure database and will not be used outside the purposes outlined above. BTD Student Handbook Version 9 18/12/2014 Page 19

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