Unique International College (UIC)

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1 Unique International College (UIC) Online Student Handbook and Support Services Unique International College Pty Ltd Page 1 of 41

2 Table of Contents Unique International College Pty Ltd 1.0 Welcome College Philosophy College Code of Practice Courses Information Student Selection, enrolment and orientation procedure Payment Methods VET-FEE HELP Eligibility Criteria Policies & Procedures Fair Treatment and Equal Benefits and Opportunity Policy Definitions Fair Treatment Student Selection Procedures Relating to Personal Information Definitions Clause 23 & Privacy Act A copy of the VET personal information Collection of information Storage and security of personal information Disclosure Refund Re-Crediting VET-FEE HELP balance Definitions Incurring a VET FEE-HELP Debt Re-crediting a FEE-HELP Balance Special Circumstances Re-credit of a Student s FEE-HELP balance - The process Review of Decision Reconsideration by the Administration Appeals Tribunal Procedures Relating to Personal Information Student Complaints & Appeals Procedure (Academic and Non- Academic Grievance) Stages of complaints/grievance Stage Stage Stage Access to Records Online Training and Assessment Course Commencement and orientation Student Counselling Language, Literacy and Numeracy Reasonable Adjustment Student information Feedback Universities Pathways (Articulation) Legislative and regulatory requirements Assessment Assessment Appeals Course Progress Qualification Issue Online Student Portal- Accessing the course material UIC E-Learning Staff UIC E-Learning Staff Diploma of Marketing UIC E-Learning Staff Diploma of Management UIC E-Learning Staff Diploma of Salon Management Unique International College Pty Ltd Page 2 of 41

3 23.0 UIC Student support services: Unique International College Pty Ltd Page 3 of 41

4 1.0 Welcome Unique International College Pty Ltd Welcome to Unique International College (UIC). Congratulations, on taking the first step to achieving your dreams of furthering your education, your career and your future. Unique International College Pty Ltd is an Australian owned company, which operates as a Registered Training Organisation (RTO) and CRICOS provider registered under the Australian Skills Quality Authority; we are in our seventh successful year of operations, with over 3000 students graduated from Australia and 15 other countries over the last seven years. We are dedicated to delivering quality education to both Domestic and International Students to take Australia s international image for quality education services to its greatest level of excellence. We are proud to say that we have grown significantly and believe our successes have come from our dedication to achieving academic excellence and ensuring that our students receive the best education and services possible to meet their individual needs. Graduates of our programs are welcomed to a multitude of opportunities. Not only do they receive a highly valued qualification that is recognised by industry Australia-wide and internationally, they are more importantly able to enter into the work force with confidence knowing that they have acquired all the necessary skills and knowledge to excel in their chosen field. Unique International College offers online education for the following courses to full fee paying and to VET-FEE HELP eligible students: BSB51107 Diploma of Management BSB51207 Diploma of Marketing SIB50210 Diploma of Salon Management BSB60407 Advanced Diploma of Management Unique International College Pty Ltd Page 4 of 41

5 2.0 College Philosophy Unique International College Pty Ltd We are committed to provide world class Best Practice in training and assessment. We believe that every student, regardless of age, race, gender or ability has the right to access support, training and assessment services and facilities of the highest possible quality. We strive to provide training products, which respond effectively to industry needs and prepare our graduates for a position in their chosen field. The College team is committed to creating and maintaining a unique supportive learning environment, which encourages a professional and creative approach to learning. The College encourages individuals to have respect for other people; believe in their abilities and to strive for personal excellence in every endeavour. The College is built on the belief that effective communication and information sharing are the keys to personal and professional growth. 3.0 College Code of Practice The college will act in accordance with the highest level of industry standards to provide vocational education and training in the field and practice what is outlined in our operational policies and our commitment to our clients. The College: Advertises and markets its training services with integrity, accuracy and professionalism. Recruits participants in a responsible and ethical manner. Provides accurate, relevant and up-to-date information and states its fees and charges on enquiry. Provides qualified and experienced trainers and assessors who: o Undertake their duties with honesty, objectively, integrity and diligence. o Act professionally and give the highest standards of service to students. o Conduct fair, flexible, valid and reliable competency based assessments. Provides up-to-date facilities and equipment for online courses. Delivers monitors and reviews training and assessment services to ensure that the interests and welfare of students are maintained. Provides an appeals and grievance procedure and opportunities for reassessment Unique International College Pty Ltd Page 5 of 41

6 Unique International College Pty Ltd Recognises the rights and dignity of the students observing at all times the tenets of Anti-Discrimination and Equal Opportunity Laws. Treats students fairly with professional concern for their interests and refers students to external advice if necessary. Acts in a way that promotes co-operation and good relations among the people the organisation works with. Maintains accurate confidential and secure training and financial records. Encourages feedback and evaluation from stakeholders. Observes total discretion and confidentiality in all dealings. Provides timely and accurate information to government agencies and funding bodies. 4.0 Courses Information A course outline has been developed for all UIC accredited courses. These can be found on our website. Please ensure that you have received a course outline for your course before signing the student acceptance agreement and commencing study. The course outline provides information on: Course name Course content Qualification name and code Cost Course entry requirements Delivery dates Nominal length On successful completion of all units of competency for a course you will be issued with a Training Package qualification. If you do not complete the entire course of study you will be issued with a Statement of Attainment for the units of competency you have successfully completed. To receive a qualification or Statement of Attainment all assessments must be competently completed and a competent decision reached on the totality of your work. Unique International College Pty Ltd Page 6 of 41

7 5.0 Student Selection, enrolment and orientation procedure Students are required to complete an enrolment form before commencing study. This form is used to create a student history file. All personal information is strictly confidential. Students must inform the College of any changes to their current address at all times. For Unique International College s full enrolment procedure visit and see the relevant course flyer and SMP 133 Student entry requirements, selection, enrolment and orientation policy. 6.0 Payment Methods Students have option to make their fee payable to college using the following methods: Options 1: Cash, Credit Card, Cheque Option 2: Instalment Plan Option 3: VET FEE-HELP (for eligible students only) 7.0 VET-FEE HELP VET FEE-HELP is available to assist eligible students studying higher level vocational education and training (VET) qualifications to pay their tuition fees. Higher level VET qualifications are at the diploma level and above. 7.1 Eligibility Criteria You are eligible for VET FEE-HELP if you are an Australian citizen or permanent humanitarian visa holder (resident in Australia for the duration of the unit); AND have not exceeded the FEE-HELP limit (see below) are a full fee-paying / fee for service student studying a diploma, advanced diploma, graduate certificate or graduate diploma level course at an approved VET FEE-HELP provider. Unique International College Pty Ltd Page 7 of 41

8 are a student subsidised by the Victorian or South Australian State Government studying a diploma or advanced diploma course; AND have not exceeded the FEE-HELP limit (see below); AND meet the tax file number (TFN) requirements: OR if you don t have a TFN you can give your provider a Certificate of application for a TFN. This certificate is available from the Australian Taxation Office after you have applied for a TFN For more information about how much eligible students can borrow, loan fee, and repayment of your VET-FEE HELP loan please visit: To get more information about the courses offered under VET-FEE HELP program and census dates please visit our website: 8.0 Policies & Procedures 8.1 Fair Treatment and Equal Benefits and Opportunity Policy Unique International College supports the concept of equal opportunity and is committed to providing all staff, students and potential students with a working and learning environment which values diversity, respects differences and provides an environment that is safe, healthy, positive, supportive and free from all forms of harassment, bullying and discrimination. 1.0 Definitions For the purposes of this document the following applies: The Act refers to the Higher Education Support Act 2003 Student/s refers to all persons enrolled in a unit of study who are, or would be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act; and Potential Students refers to all persons seeking to enrol in a VET unit of study that meets the course requirements under subclause 45(1) of Schedule 1A of the Act and who are, or would be, entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act. 2.0 Fair Treatment Unique International College will treat fairly all Students and Potential Students. Unique International College Pty Ltd Page 8 of 41

9 3.0 Student Selection Unique International College has open, fair and transparent procedures, based on merit for making Decisions about: a) the selection, from among Potential Students; and b) the treatment of Students. Potential Students seeking to enrol in a VET unit of study with Unique International College, regardless of their background, circumstances or eligibility for funding will be assessed for entry to study through the same published entry requirements and through the same process. Please refer to the Institute s SMP 133 Student entry requirements selection enrolment and Orientation policy, Section 1.0 and 2.0 for selection procedures. The above paragraph does not prevent Unique International College taking into account, in making decisions mentioned above, educational disadvantages that a particular Student or Potential Student has experienced or the fact that the student or Potential Student may be enrolled via a VET restricted access arrangement. 8.2 Procedures Relating to Personal Information 1.0 Definitions For the purposes of this document: The Act refers to the Higher Education Support Act 2003 Student/s refers to all persons enrolled or seeking to enrol in a unit of study that meets the course requirements under subclause 45(1) of Schedule 1A of the Act who are, or would be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act. 2.0 Clause 23 & Privacy Act Unique International College complies with the requirements of Clause 23 of Schedule 1A of the Act and the Information Privacy Principles set out in the Privacy Act 1988 in relation to the collection of information relating to all students. Unique International College Pty Ltd Page 9 of 41

10 3.0 A copy of the VET personal information Unique International College will allow a Student to apply for and receive a copy of the VET personal information that the provider holds in relation to that Student. 4.0 Collection of information 4.1 Personal information will not be collected unless: the information is collected for a purpose directly related to Students; and the collection of the information is necessary for or directly related to that purpose. 4.2 Personal information will not be collected by unlawful or unfair means. 4.3 Where personal information is collected for inclusion in a record or in a generally available publication Unique International College will take reasonable steps to ensure that, before the information is collected or, if that is not practicable, as soon as practicable after the information is collected, the Student concerned is generally aware of: the purpose for which the information is being collected; if the collection of the information is authorised or required by or under law the fact that the collection of the information is so authorised or required; and with whom the information may be shared (such as the Australian Government or Tuition Assurance Scheme). 4.4 Where Unique International College solicits and collects personal information for inclusion in a record or in a generally available publication it will take reasonable steps to ensure that: the information collected is relevant to that purpose and is up to date and complete; and the collection of the information does not intrude to an unreasonable extent upon the personal affairs of the Student. 5.0 Storage and security of personal information 5.1 Unique International College will ensure: that the record is protected, by such security safeguards as it is reasonable in the circumstances to take, against loss, against unauthorised access, use, modification or disclosure, and against other misuse; and that if it is necessary for the record to be given to a person in connection with the provision of a service to the VET Provider, everything reasonably within the power of the VET Provider will be done to prevent unauthorised use or disclosure of information contained in the record. 5.2 Unique International College will maintain a record setting out: Unique International College Pty Ltd Page 10 of 41

11 the nature of the records of personal information kept by or on behalf of the record keeper; the purpose for which each type of record is kept; the classes of individuals about whom records are kept; the period for which each type of record is kept; the persons who are entitled to have access to personal information contained in the records and the conditions under which they are entitled to have that access; and the steps that should be taken by persons wishing to obtain access to that information. 5.3 Unique International College will not use the information without taking reasonable steps to ensure that, having regard to the purpose for which the information is proposed to be used, the information is accurate, up to date and complete. The VET Provider will not use the information except for a purpose to which the information is relevant. 6.0 Disclosure 6.1 Unique International College will not disclose the information to a person, body or agency (other than the individual concerned) unless: the individual concerned is reasonably likely to have been aware that information of that kind is usually passed to that person, body or agency; the individual concerned has consented to the disclosure; The VET Provider believes on reasonable grounds that the disclosure is necessary to prevent or lessen a serious and imminent threat to the life or health of the student or of another person; the disclosure is required or authorized by or under law; or the disclosure is reasonably necessary for the enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the protection of the public revenue. 6.2 Where personal information is disclosed for the purposes of enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the purpose of the protection of the public revenue, the record-keeper shall include in the record containing that information a note of the disclosure. 6.3 A person, body or agency to whom personal information is disclosed will not use or disclose the information for a purpose other than the purpose for which the information was given to the person, body or agency. Unique International College Pty Ltd Page 11 of 41

12 9.0 Refund Unique International College Pty Ltd The policy of UIC is to be fair and equitable when dealing with refunds. The refund information can be found on the student application agreement form or on our website in full. 9.1 Re-Crediting VET-FEE HELP balance 1.0 Definitions The Act refers to the Higher Education Support Act 2003 Student: Refers to students, who are Australian citizens or permanent humanitarian visa holders who will be resident in Australia for the duration of their VET Units of study, and who access VET FEE-HELP for payment of their tuition fees in respect of the VET unit of study in which they are enrolled. Census Date: A published date, set by the provider, no earlier than 20% of the way through a VET Unit of Study. Tuition Fees: Fees paid for a VET Unit of Study that is approved for VET FEE- HELP and applies to students who are, or would be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act. Unit or VET Unit of Study: A VET unit of study approved for VET FEE-HELP that a student may undertake with Unique International College, for which the student may access VET FEE-HELP assistance to pay for all or part of their tuition fees. The Department: Commonwealth of Australia represented by the department which has the responsibility for administering the Higher Education Support Act Incurring a VET FEE-HELP Debt 2.1 A Student who is, or would be, eligible for VET FEE-HELP and has requested VET FEE- HELP Assistance, who withdraws from a Unit on or before the census date will not incur a VET FEE-HELP debt for the tuition fees for that Unit. 2.2 Students who have requested VET FEE-HELP Assistance who remain enrolled after the published census date will incur a VET FEE-HELP debt. 2.3 A Student who withdraws from a Unit after the published census date for that Unit will incur a VET FEE-HELP debt for that Unit. Unique International College Pty Ltd Page 12 of 41

13 3.0 Re-crediting a FEE-HELP Balance Unique International College Pty Ltd 3.1 Students who withdraw from a Unit after the published census date, or fail to complete a Unit, may apply to have their FEE-HELP balance re-credited with respect to the Unit if they believe special circumstances apply in accordance with the following procedures. 4.0 Special Circumstances 4.1If a Student withdraws from a Unit after the published census date for that Unit, or has been unable to successfully complete a Unit and believes this was due to special circumstances, the student may apply to have their FEE-HELP balance re-credited for the affected unit/s. 4.2 Unique International College will re-credit the Student s FEE-HELP Balance if it is satisfied that Special Circumstances apply where: the Student s withdrawal or failure to complete are beyond their control, and these circumstances did not make their full impact on the student until on, or after the census date; and these circumstances were such that it was impractical for the Student to complete the requirements for the Unit. For circumstances to be beyond a Student s control, the situation should be that which a reasonable person would consider is not due to the Student s action or inaction, either direct or indirect, and for which the Student is not responsible. The situation must be unusual, uncommon or abnormal to be considered special circumstances. Special circumstances do not include: lack of knowledge or understanding of requirements for VET FEE-HELP assistance; or a Student s incapacity to repay a VET FEE-HELP debt (repayments are income contingent and the Student can apply to the Australian Taxation Office for a deferral of a compulsory repayment in certain circumstances). 5.0 Re-credit of a Student s FEE-HELP balance - The process 5.1 Each application for re-credit of a student s FEE-HELP balance will be considered on its merits together with all supporting documentation substantiating the special circumstances claim. 5.2 The RTO Operations Manager Jasmeen Kaur (PO Box 574 Granville, NSW 2142, Australia) is the designated VET FEE-HELP officer Unique International College. The above officer is responsible for the assessment of a student s request for a re-credit of their FEE-HELP balance due to special circumstances and for the initial decision regarding the request. Unique International College Pty Ltd Page 13 of 41

14 1. A Student must apply in writing to the RTO Operations Manager Jasmeen Kaur (PO Box 574 Granville, NSW 2142, Australia within 12 months of the withdrawal date, or if the Student has not withdrawn, within 12 months of the specified completion date of the Unit. Unique International College has the discretion to waive this requirement if it is satisfied that it was not possible for the application to be made within the 12 month period. Relevant supporting documentation will be required to substantiate the claim. 2. The application for re-crediting a FEE-HELP balance must include details of the: Unit(s) for which a Student is seeking to have a FEE-HELP balance re-credited and Special circumstances as referred to above, including supporting documentation. 3. Unique International College will consider each application within 28 working days of receipt of the application. It will consider each request to re-credit a FEE-HELP balance in accordance with the requirements of Schedule 1A of the Act. Applicants will be notified in writing of the decision within 28 working days. 6.0 Review of Decision 6.1 Where Unique International College makes a decision NOT to re-credit a student s FEE- HELP balance that decision may be subject to review. 6.2 If a Student is not satisfied with the decision made by Unique International College, the Student may apply, within 28 days of the receipt of the original decision, for a review of the decision. The application for review must: be made within 28 days of receipt of the original decision include the date of the original decision state fully the reasons for applying for the review include any additional relevant evidence 6.3 Applications should be made in writing to Chief Executive Officer Amarjit Singh (PO Box 574 Granville, NSW 2142, Australia) as the designated Review Officer of any decisions relating to a request for re-crediting of a FEE-HELP balance. Note: The Review Officer is senior to the designated VET FEE-HELP officer responsible for the original decision and was not involved in making the original decision to be reviewed. 6.4 The Review Officer will: acknowledge receipt of the application for review of a decision in writing within 10 working days; and Unique International College Pty Ltd Page 14 of 41

15 Unique International College Pty Ltd inform the Student that if the Review Officer has not advised them of a decision within 45 days of receipt of the application for review, it is taken that the Review Officer has confirmed the original decision. 6.5 The Review Officer will then: review the information from the original decision and then assess any new evidence provided by the Student provide written notice to the Student of the decision, setting out the reasons for the decision inform the Student of their right to apply to the Administrative Appeals Tribunal if they disagree with the Review Decision, and timelines involved (see below) Reconsideration by the Administration Appeals Tribunal At the time of the original decision and at the time of the subsequent Review Decision, the Student will be notified of their review rights and responsibilities. The relevant officer will inform a Student in writing of their right to appeal to the Administrative Appeals Tribunal (AAT) if they are not satisfied with the outcome and the contact details of the closest AAT office and the approximate costs of lodging an appeal. The Application must be lodged at the AAT within 28 days of receiving written notice of the Review Decision. This time limitation can be extended in limited circumstances by order of the AAT. AAT Details and Approximate Costs Administrative Appeals Tribunal Level 7, City Centre Tower 55 Market Street Sydney NSW 2000 Note: Full details of the application process and fees payable are available on the AAT Registry s website: An application fee may have to be paid, in the amount of $777 ( ) and is subject to change. Applications cannot proceed until the fee has been paid or waived. Applications for fee waiver must be made to the AAT. Refer to the AAT website for more details. The Department, or the Secretary s delegate, will be the respondent for cases that are brought before the AAT. Upon Department s receipt of a notification from the AAT, Department will notify Unique International College that an appeal has been lodged. Upon receipt of this notification from Department, the Review Officer will provide Department with copies of all the documents that are relevant to the appeal within ten (10) business days. Unique International College Pty Ltd Page 15 of 41

16 10.1 Procedures Relating to Personal Information Unique International College Pty Ltd 1.0 Definitions For the purposes of this document: The Act refers to the Higher Education Support Act 2003 Student/s refers to all persons enrolled or seeking to enrol in a unit of study that meets the course requirements under subclause 45(1) of Schedule 1A of the Act who are, or would be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act. 2.0 Unique International College complies with the requirements of Clause 23 of Schedule 1A of the Act and the Information Privacy Principles set out in the Privacy Act 1988 in relation to the collection of information relating to all students. 3.0 Unique International College will allow a Student to apply for and receive a copy of the VET personal information that the provider holds in relation to that Student. 4.0 Collection of information 4.1 Personal information will not be collected unless: the information is collected for a purpose directly related to Students; and the collection of the information is necessary for or directly related to that purpose. 4.2 Personal information will not be collected by unlawful or unfair means. 4.3 Where personal information is collected for inclusion in a record or in a generally available publication Unique International College will take reasonable steps to ensure that, before the information is collected or, if that is not practicable, as soon as practicable after the information is collected, the Student concerned is generally aware of: the purpose for which the information is being collected; if the collection of the information is authorised or required by or under law the fact that the collection of the information is so authorised or required; and with whom the information may be shared (such as the Australian Government or Tuition Assurance Scheme). 4.4 Where Unique International College solicits and collects personal information for inclusion in a record or in a generally available publication it will take reasonable steps to ensure that: the information collected is relevant to that purpose and is up to date and complete; and the collection of the information does not intrude to an unreasonable extent upon the personal affairs of the Student. Unique International College Pty Ltd Page 16 of 41

17 5.0 Storage and security of personal information Unique International College Pty Ltd 5.1 Unique International College will ensure: that the record is protected, by such security safeguards as it is reasonable in the circumstances to take, against loss, against unauthorised access, use, modification or disclosure, and against other misuse; and that if it is necessary for the record to be given to a person in connection with the provision of a service to the VET Provider, everything reasonably within the power of the VET Provider will be done to prevent unauthorised use or disclosure of information contained in the record. 5.2 Unique International College will maintain a record setting out: the nature of the records of personal information kept by or on behalf of the recordkeeper; the purpose for which each type of record is kept; the classes of individuals about whom records are kept; the period for which each type of record is kept; the persons who are entitled to have access to personal information contained in the records and the conditions under which they are entitled to have that access; and the steps that should be taken by persons wishing to obtain access to that information. 5.3 Unique International College will not use the information without taking reasonable steps to ensure that, having regard to the purpose for which the information is proposed to be used, the information is accurate, up to date and complete. The VET Provider will not use the information except for a purpose to which the information is relevant. 6.0 Disclosure 6.1 Unique International College will not disclose the information to a person, body or agency (other than the individual concerned) unless: the individual concerned is reasonably likely to have been aware that information of that kind is usually passed to that person, body or agency; the individual concerned has consented to the disclosure; The VET Provider believes on reasonable grounds that the disclosure is necessary to prevent or lessen a serious and imminent threat to the life or health of the student or of another person; the disclosure is required or authorised by or under law; or the disclosure is reasonably necessary for the enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the protection of the public revenue. Unique International College Pty Ltd Page 17 of 41

18 6.2 Where personal information is disclosed for the purposes of enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the purpose of the protection of the public revenue, the record-keeper shall include in the record containing that information a note of the disclosure. 6.3 A person, body or agency to whom personal information is disclosed will not use or disclose the information for a purpose other than the purpose for which the information was given to the person, body or agency Student Complaints & Appeals Procedure (Academic and Non- Academic Grievance) Policy Unique International College is committed to creating a positive and friendly study environment that is free of harassment, coercion and unfair treatment. In order to assist in achieving this, Unique International College has developed an easily accessible, inexpensive and independent complaints and appeals process that is available for all students to access. All complaints and appeals will be handled with care, fairness, professionalism, and independence which will assist in creating a positive student environment and exceed client service standards for all Unique International College students. Unique International College will make prompt decisions within the timelines specified in this policy. This policy applies to all persons enrolled and seeking to enrol to study at Unique International College. Definitions - Complaint A complaint is dissatisfaction with a treatment or service made by Unique International College. Examples of complaints include, but are not limited to: - Complaint of treatment made by a Unique International College staff member or other student - Complaint of the state of classroom facilities and resources - Academic Grievance Grievance/s which relate to student progress, assessment, curriculum and awards in course in a course of study Unique International College Pty Ltd Page 18 of 41

19 11.1 Stages of complaints/grievance Unique International College Pty Ltd 1.1 Stage 1 Formal grievance should be submitted in writing to the Unique International College s academic staff or Student service support officer at Level 1, 60 South Street, Granville NSW The complainant is invited to include suggestions about how the grievance might be resolved. The academic staff or Student service Support officer will then assess the grievance, determine the outcome and advise the complainant in writing of their decision within 10 working days. The complainant will be advised of their right to access stage two of this procedure if they are not satisfied with the outcome of stage one. 1.2 Stage 2 If the complainant is not satisfied with the outcome of stage One they may lodge an appeal in writing with the Chief Executive Officer (CEO) at unique International College, Level 1, 60 South Street, Granville NSW The Complainant s appeal will be determined by the Chief Executive Officer (CEO) who will conduct all necessary consultation with the complainant and other relevant persons and make a determination of the appeal. The complainant will be advised in writing of the outcome of their appeal, including the reasons for the decisions within 10 working days. The complainant will be advised of their right to progress to Stage Three of the grievance procedure if they consider the matter unresolved. 1.3 Stage Domestic students: If the complainant is not satisfied with the outcome of their appeal then an independent mediator will be sourced by Unique International through LEADR, the Association of dispute Resolvers. Costs of such mediation will be shared equally by Unique International College and the Complainant. The cost of external mediation that is to be shared equally is $440 inclusive GST. 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: Unique International College Pty Ltd Page 19 of 41

20 - Non-Academic Grievance Grievance/s which do not relate to students progress, assessment, curriculum and awards in a course of study. Non-Academic Grievances include complaints in relation to the following: - Discrimination - Unfairness and injustice - Vilification - Sexual harassment - Other forms of harassment - Student amenities - Complaints in relation to personal information that the provider holds in relation to the student - General complaints including dissatisfaction with services - Complaints about financial matters - Fines and payments, application procedures, exclusion from events and facilities and the use or misuse of personal information - Appeal - An appeal is dissatisfaction with a decision made by Unique International College. Examples of appeals include, but are not limited to: - Appeal of Unique International College s Intention to report a student to the Department of Immigration and Citizenship for non compliance of a visa condition - Appeal of an assessment decision made by an assessor - Appeal of Unique International College s decision not to provide a refund to a student - Appeal of Unique International College s decision not to approve an application to transfer college s - Appeal of Unique International College s decision not to approve a suspension of studies, cancellation or deferment application. All Grievances are managed fairly, equitably and as efficiently as possible. Unique International College will adhere to the following general principles that will apply to all stages of this grievance procedure: - The complainant and any respondent will have the opportunity to present their case at each stage of procedure. The complainant and any respondent have the option of being accompanied/ assessed by a Support person if they desire. Unique International College Pty Ltd Page 20 of 41

21 Unique International College will maintain student s enrolment while the complaints and appeals process is ongoing. The complainant and any respondent will not be discriminated or victimised. At all stages of the process, discussion relating to grievances and appeals will be recorded in writing. Reasons and a full explanation in writing for decisions and actions taken as part of this procedure will be provided to the complainant and/or any respondent if requested. - Records of all grievances will be kept for a period of five years. - By accessing the site you will be required to complete an online complaint form. The Overseas Students Ombudsman s services are free of charge. Remedial action Unique International College agrees to be bound the recommendations arising from any external review of the complaint and the CEO will ensure that any recommendations made are implemented within 30 days of receipt of the recommendations. Student Privacy Aggrieved student/s must be identified for formal proceeding to commence under the grievance policy and procedure. Unique International College acknowledge and respects the privacy of students. It is required under the Privacy Act 1988 to comply with the information privacy principles in respect of the collection, use and disclosure of personal information from individuals. Records of al, grievances, applications for review of decisions and outcomes of the grievance process are kept for a period of five years. These records are kept strictly confidential and securely onsite. All students are able to access their personal information held by Unique College under the Freedom of information Act Access to Records Students can request access to view their own records, including a print out of the computerised records held on the UIC database. If students would like ro access their personal or academic records at any time, they can do so by outing their request in writing to Head of Studies, admin supervisor, outlining the reason for the request and the information required. Unique International College Pty Ltd Page 21 of 41

22 13.0 Online Training and Assessment Unique International College Pty Ltd One of the greatest strengths of online learning is the ability to learn at times that suit you. Particularly if you are employed, it can be difficult sometimes to juggle the complexities of having to study via an institution-based environment with your personal commitments. It is also however a challenging way to learn and learners can struggle to maintain their commitment and motivation at times. Our online training programs are self directed and structured, meaning that your trainer will provide you with guidance and learning materials to support your learning, however you are essentially responsible for managing your time to ensure you fulfil all unit of competency requirements within the duration of your unit. For our full-time online training programs, we recommend that you set aside at least 20 hours per week for study. This includes time to read unit outlines, undertake course readings, complete individual activities, contribute to the online learning portal and complete assessment tasks. For our part-time online training programs we recommend you set aside at least 10 hours per week. To assist you to get the most out of this course, you should read the following points thoroughly: Read the unit outline document. This document will be provided to you for each unit of competency you are enrolled in via the online portal at the commencement of each unit and contains the unit objectives, training procedures, assessment criteria, assessment procedures, presentation requirements, student support contact details and UIC s key policies and procedure. It is therefore important that you read all of it so you are aware of how to successfully complete your enrolled unit of competency Log in to the online learning portal regularly. The online learning portal is a source of essential information. Your designated trainer will use the online learning portal to: o Upload your required training and assessment support materials needed for your unit of study o Provide any extra information via the announcements section of the portal o Create discussion boards for questions and answers students may have in relation to their unit of study. All students are encouraged to ask and respond to questions about assessment and other concerns they may have o Create discussion boards for questions and activities relating to each session as outlined in the units Training Plan. These discussions are a great source for regularly engaging with other students in a meaningful way which make the course easier and more interesting Unique International College Pty Ltd Page 22 of 41

23 Unique International College Pty Ltd Use the Training Plan to guide your studies. This table is on page 4-6 of the unit outline document for each unit and should be used to guide your training. It lets you know what chapter from your student workbook you should read, which power point presentations to view and when you should let your designated training know when you are ready for assessment Keep track with times and due dates. Try to keep up with your class and the Training Plan. While online learning is essentially independent, it is helpful to share ideas with the class. Manage your time well it goes very quickly. Complete all reading materials for the course. The scheduled reading materials is recorded in the training plan and includes the student workbook and power point presentations. Complete all scheduled activities for the course. The scheduled activities are listed in the training plan, which utilises the student workbooks provided to you and assists you in acquiring the required skills and knowledge for your unit of study. Think about applying the theories learned to other real workplace situations. This will help you when you graduate and have to apply it in the workplace. If you are employed, think about how you would apply the knowledge and skills gained to your current workplace Regularly communicate with your designated trainer for any aspect of the course you are unsure of. You will be provided with your designated trainers contact details ( , phone number and skype) at orientation and at the commencement of each unit. You are able your trainer at any time, with responses provided within 24 hours, excluding weekends and public holidays. You can also contact the Institute by telephone between 9am 9pm (Monday to Friday), 11am 7pm (Saturday) and 10am 6pm (Sunday). Your trainer will regularly communicate with you each week via the online learning portal to guide your learning and at the completion of each session to confirm you have learned all the required knowledge and skills and answer any queries you may have. Assessment. The assessment tasks for each unit of competency is stated in the unit outline document. The assessment tasks may include long written questions, on-line quizzes, written projects, reports, and practical demonstration. To achieve a Competent result for a unit of competency, you must achieve a Satisfactory result for each assessment task. Participate in further Self-Directed Study. Additional theory texts and websites are provided in each unit outline to further assist in the development of your knowledge and skills. It should be noted that this is optional. Unique International College Pty Ltd Page 23 of 41

24 13.1 Course Commencement and orientation Once your enrolment is completed you will be provided the details of your orientation date (which may be by attending on campus or by telephone). All Unique International College students must attend orientation prior to commencing their studies. At the orientation program, you will be given information on: (i) Student portal login details and tutorial (ii) Trainer details (phone, , skype) (iii) Operating hours (iv) Student support services available to support students in the transition to life and study in an online environment (v) Online Student Handbook & Support Services (vi) All other available student support services, including contact details of relevant staff (vii) Student support services screening (i) Student services workshops information (ii) (iii) RTO Manager step by step user guide VET FEE-HELP information (for VET FEE-HELP students only) a. Tuition fees, other fees and charges and loan fees b. VET FEE-HELP information booklet 2014 c. Copy of Commonwealth Assistance Notice (CAN) d. Schedule for VET Tuition Fees and census dates e. Statement of VET Tuition Assurance f. Student Review Procedure for Re-crediting a FEE-HELP balance g. Procedures relating to personal information (x) Code of Practice (xi) Course start and completion date, course duration and census dates (xii) Total tuition fees for the course, other fees and charges and payment methods (xiii) Tuition assurance information (xiv) Training and assessment methods and procedures (xv) Notification of change of address and contact details (xvi) Grievance process information (xvii) Students study books (xviii) Unique International College s policies and procedures, including: Student entry requirements, selection, enrolment and orientation policy Complaints and appeals processes Credit Transfer, Recognition of Prior Learning and Recognition of Current Competency processes Refund Policy Unique International College Pty Ltd Page 24 of 41

25 Unique International College Pty Ltd Complaints and Appeals Policy and Procedures Student Misconduct Policy and Disciplinary Fair Treatment, Equal benefit and opportunity policy Internet Use Policy Deferring, Suspending and Cancellation Policy Compassionate and Compelling Circumstances Procedure Relating to personal information Student review procedure for re-crediting a fee help balance Conferring of awards Policy & Procedure Fees and Charges Policy Student Assessment, Reassessment and Repeating Units of Competency Guidelines Students are ed a step-by-step learner guide along with their UIC learning portal log on and password. Unique International College Pty Ltd Page 25 of 41

26 14.0 Student Counselling Unique International College Pty Ltd If you feel at any time you require assistance or counselling related to study or personal difficulties, speak initially with your trainer for referral to appropriate support. UIC can suggest access to specialised support for those who may need such help at an additional cost. All discussions regarding this are in the strictest of confidence. Our preferred external provider of counselling and support is: Life Explored Level 4, 91 George Street, Parramatta, Phone: Website: Other support services: Reachout: Legal Aid NSW: Lifeline: Student Services In Australia, Social Life and Settlement Consulting: Language, Literacy and Numeracy Students require satisfactory literacy and numeracy skills, to successfully complete Unique International college courses. Students who feel or know they require additional support, are encouraged to state this upon enrolment. Our staff well equipped to help any student who require extra assistance and will work with you in devising strategies for extra support to assist you through your chosen course. Unique International College will attempt to meet the individual needs of all students and provide assistance in the area of language, literacy and numeracy. Unique International College Pty Ltd Page 26 of 41

27 16.0 Reasonable Adjustment Unique International College Pty Ltd Reasonable adjustment is a concept and requirement within the Disabilities Discrimination Act 1992 and is designed to ensure that all people are treated equally in both the delivery and assessment processes. It is expected that a person with a disability or specific medical condition that could negatively impact on the assessment of his/her studies will be able to advise in regard to what adjustment(s) he/she needs to be able to demonstrate competence. If necessary, UIC will seek timely advice from government agencies, support organisations or medical authorities to determine what needs to be done to accommodate the needs of the individual, or to verify that the stated condition justifies eligibility for reasonable adjustment. Reasonable adjustment by UIC will include: modifying or providing special equipment such as special computer software and keyboard, and large screen monitors; provision of special assistance such as an interpreter for deaf candidates; and adaptation of the assessment methodologies, without impacting on the validity of the attainment of the relevant competencies. For example: allowance of extra time, varying question and response modalities (such as use of oral questioning rather than written, and audiotaped or videotaped answers instead of written answers). Organising one to one training in case online students who require extra support with their learning 17.0 Student information Students are required to notify Unique International College, in writing, of any change of address, address or phone number. Students may choose to their contact details change online through their student portal or contact college. Any information given by the students will be considered private and confidential Feedback As part of the College continuous improvement procedures you will be asked to complete several feedback surveys about your time at the College. This is your opportunity to provide the College with feedback on the course, the trainers and assessors, course administration, the training facilities, resources and materials and assessment procedures. The information gained is invaluable as a toll for the College to better maintain course quality and relevant in delivery, feedback forms: Unique International College Pty Ltd Page 27 of 41

28 SMD 196 Student Feedback Form Pre enrolment Information Learner Questionnaire SMD 178 Student Acknowledgement Learning Support Form AD157 Student Feedback Form Post enrolment TAD 187 Training Materials Feedback Form SMD 407 Student Orientation Materials VET FEE-HELP Unique International College Pty Ltd 19.0 Universities Pathways (Articulation) We have articulation arrangements with the following Australian Universities. Graduates of our Advanced Diploma of Management programs are able to obtain direct entry and receive up to 1 year of Advanced Standing and Credit into Bachelor Degree programs. For detailed articulation arrangements, please contact us. Unique International College Pty Ltd Page 28 of 41

29 20.0 Legislative and regulatory requirements Unique International College Pty Ltd The College is bound by and operates within the following legislative and regulatory requirements in relation to its online courses to domestic students: UIC shall comply with all regulatory requirements. In particular, compliance must be established for the following legislative and regulatory requirements: The VET Quality Framework, including: o Standards for NVR Registered Training Organisations 2012 o The Fit and Proper Persons Requirements o The Financial Viability Risk Assessment Requirements o The Data Provisions Requirements; and o The Australian Qualifications Framework Hairdressers Act 2003 Work Health and Safety Act (NSW) 2011 Work Health and Safety Regulations (NSW) 2011 Anti-Discrimination Act (NSW) 1977 Racial Discrimination Act 1975 (Cth) Sex Discrimination Act 1984 (Cth) Australian Human Rights Commission Act 1986 (Cth) Disability Discrimination Act 1992 (Cth) Higher Education Support Act 2003 (HESA) (Cth) Higher Education Support Act 2003 VET Guidelines 2013 (Cth) Age Discrimination Act 2004 Apprenticeship and Traineeship Act (NSW). Privacy Act 1988 (Cth) Privacy (Private Sector) Regulations 2001 (Cth) Privacy and Personal Information Protection Act 1998 (NSW) Children and Young Persons (Care and Protection) Act 1998 (NSW) Commission for Children and Young People Act 1998 (NSW) Child Protection (Working with Children) Act 2012 Child Protection (Working with Children) Regulation 2013 The CEO has the responsibility to monitor legislation and to advise of any changes. For up to date changes and information on NSW or Federal legislation visit: Unique International College Pty Ltd Page 29 of 41

30 21.1 Assessment The College conducts assessments for all courses in accordance with the Assessment Guidelines of the National Training Packages. Your trainer will outline the assessment methods, instructions and requirements for each unit of competency at the commencement of each unit of competency, which will also be stated in your unit outline document. Assessment methods may include: Multiple Choice Online Test Presentations Projects Reports To successfully complete a unit of competency i.e. achieve a Competent result for the unit, a Student must achieve a Satisfactory Result for all assessment tasks for that unit. For each Assessment Task, Students are provided with 3 opportunities to achieve a Satisfactory result in line with the Institute s Student Assessment, Reassessment and Repeating Units of Competency policy. Should a student be unable to achieve a Competent result on the completion of training and assessment for the unit, the Student will be deemed to have obtained a Not Yet Competent (NYC) result. Where students are deemed as Not Yet Competent, they will be required to undertake a Re-assessment which is conducted at the end of the unit of study. Finalised reassessment dates are confirmed by the Head of Studies as agreed by the student. Students that do not attend a confirmed booking will be required to re-book the re-assessment and may lose an attempt of re-assessment, unless compassionate or compelling circumstances exist, in line with Unique International College s SMP 145 Compassionate and Compelling Circumstances policy. Students must book in for re-assessments with the Head of Studies subject to trainer/assessor availability. Should the Student be unable to achieve a Competent result following re-assessment (where the student is eligible for reassessment), the Student will be deemed to have failed the unit (i.e. achieved a NYC result) and will be able to re-enrol in the unit in line with the Institute s Student Assessment, Reassessment and Repeating Units of Competency policy. Normal Tuition Fees apply for re-enrolling into a unit (i.e. the full cost of the unit of competency), which is stipulated in each programs Course Information Sheet and the Institute s Student Assessment, Reassessment and Repeating Units of Competency policy. Unique International College Pty Ltd Page 30 of 41

31 21.2 Assessment Appeals If you are not satisfied with the outcome of an assessment you may appeal the decision. The focus of the appeals process is to listen to the student s reasons for appeal and provide explanations for how the outcomes were determined. A summary of the procedure follows: Student makes an arrangement for a phone or face-to-face meeting with the Head of studies (or delegate) at a mutually convenient time. Interview with the Head of studies (or delegate) Review assessment results/ projects/ assignments New result / end appeal OR Set new assessment as required Complete re-assessment New result / end appeal Students presenting with an appeal are welcome to bring a third party to any interviews or discussions relating to the appeal. For Unique International College s full student complaints and appeals procedure as well as student assessment, reassessment and repeating units of competency guidelines visit and see SMP 119 Student Complaints and Appeals Procedure and SMP 126 Student Assessment, Reassessment and Repeating Units of Competency Guidelines Course Progress Course progress is monitored regularly and considers the following: Academic results Participation in the course Intervention strategies Trainers monitor their students course progress and advise the Head of Studies/Student Support staff if they believe the student is at risk of unsatisfactory course progress. As a guide, this determination can be made if the student has poor participation in their course, is failing or is about to fail a unit of competency. These students are issued with an At Risk of Unsatisfactory Course Progress letter and are required to contact the Institute via , phone or face to face to discuss the intervention strategies available to them. A communication record is to be recorded in the student file in the communication log. Intervention strategies may include, but are not limited to: (i) participating in an academic skills programmes (ii) participating in tutorials, study groups or workshops (iii) receiving individual case management (v) participating in counselling Unique International College Pty Ltd Page 31 of 41

32 (vi) receiving assistance with personal issues which are influencing progress (vii) receiving mentoring (viii) being placed in a suitable alternative subject within a course (ix) being granted an extension to complete or a combination of the above and a reduction in course load. Unique International College Pty Ltd 21.4 Qualification Issue To receive a qualification or Statement of Attainment all assessments must be completed and a competent decision reached on the totality of your work. The administration officer gets the required paperwork completed including sign offs. Once all paperwork is complete, upon CEO sign-off on the request form, qualification is issued by administration officer. The Chief Executive Officer validates this request. The Qualification or Statement of Attainment is issued as per AQF guidelines and is nationally recognised Online Student Portal- Accessing the course material To have an easy access to online course material please follow the instructions below or contact your trainer or student support staff Step1: Click Step2: Enter username and password and click Login Username: VETXXX Password: DDMMYYYY (you have an option to change password after first logon) Unique International College Pty Ltd Page 32 of 41

33 Unique International College Pty Ltd Page 33 of 41

34 Step3: Click Materials under home Unique International College Pty Ltd Step4: Click course specific under Material Step5: Click on the course, such as SIB50210 in the following case: Unique International College Pty Ltd Page 34 of 41

35 Click on the required course specific material as shown below: Unique International College Pty Ltd Page 35 of 41

36 22.0 Helpful Contacts Name Position Phone Amarjit Singh David Wakeling Gagandeep Kaur Mandy Khela Jasmeen Kaur Guramrit Jandu Shoyeb Salamuddin Guramrit Jandu Nandita Loona Alana Treventhan Ashmeeta Singh Ramya Priya Kolla Santhana Lakshmi Ramasubbu Ankur Sharma Bethany Armstrong Zaheer Mohammed Baljeet Singh Jyoti Chaudhary Sony Shakya Caitlyn Walsh Habeeb Boghdadi Khaleel Mohammed CEO & Principal Education Officer Complaints and appeals General grievance Settlement issues Counseling and guidance Compliance Manager Welfare counseling RPL/CT Head Of Studies Education counseling Career counseling Academic grievance or appeals Reassessments Extension of course Program Structure changes Marketing Manager Enrolment and admissions assistance Orientation RTO Operations Manager Education counseling Career counseling Orientation Administration Supervisor LL&N (Language, literacy and numeracy) assistance Support Team General online course assistance General grievance General study and study transition assistance Work related Issues General or grievance IT Assistance Tax File Number assistance CV assistance Job finding assistance VET FEE-HELP general information Course progress Change of address Telephone and skype support is available from: Monday to Friday 9am - 9pm support is provided within 24 hours of receipt, excluding weekends and public holidays. au Skype: Unique International College Pty Ltd Page 36 of 41

37 Unique International College Pty Ltd Page 37 of 41

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