1. Background 1.1 has been established as a vocational education facility, within an Education Queensland school, to deliver a range of professional development training programs and qualifications across the education sector. 2. Purpose 2.1 is committed to high standards in the provision of education and training. The following Code of Practice describes the minimum standards of our service delivery and customer support. 2.2 As a registered Training organisation, has agreed to operate within the Principles and Standards of the Australian Quality Training Framework and the Essential Conditions and Standards for Continuing Registration and any national guidelines approved by the National Quality Council or its successors. This includes a commitment to recognise the training qualifications issued by other Registered Training Organisations under AQTF requirements and the National Vocational Education and Training Regulator Act 2011. 2.3 The policies set out in this Code of Practice underpin the operations of. recognises that registration as a Registered Training Organisation may be withdrawn if we do not honour the obligations of the Code of Practice. 2.4 has a commitment to providing a quality service with a focus on a continuous improvement. values feedback from students, trainers, and industry representatives. Where possible, designs diagnostic assessment instruments specific to student needs. 2.5 Client selection is based on a first come registration process. Enrolment may be completed on the day of the training program. Students will receive an induction/ orientation to the course. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 1
3. Management, Administrative and Financial Practices 3.1 has policies and management internal review strategies, which ensure sound financial and administrative practices mandated by the Queensland Education Department and the Essential Conditions and Standards for Continuing Registration and any national guidelines approved by the National Quality Council or its successors. 3.2 Management guarantees the organisation s sound financial position and safeguards student s fees until used for training and assessment. 3.3 We have a refund policy, which is fair and equitable. Where charges fees for attendance at specific courses, the costs are clearly outlined in the promotional material and on the enrolment form. 3.4 Student records are managed securely and confidentially and are available for student perusal on request. 4. Training and Assessment Standards 4.1 embrace policies and management practices that maintain high professional standards in the marketing and delivery of vocational education and training services. These policies and practices will safeguard the interests and welfare of students. 4.2 All trainers will maintain a learning environment that is conducive to the success of the students. They will have the capacity to deliver the training and facilitate the assessment relevant to the training products offered and provide adequate facilities and use appropriate methods and materials. 4.3.1 Assessment will meet the National Quality Council (including Recognition of Prior Learning and Credit Transfer) requirements. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 2
5. Legislative Requirements complies with all Legislative requirements of State and Federal Government, including OH&S, Workplace Relations, Anti Discrimination and Equal Opportunity, National Information Privacy, VETE ACT 2000 and 2005 Amendment Act, the National Vocational Education and Training Regulator Act 2011,specific industry legislative and regulatory requirements specific to its scope of registration, and the obligation to recognise Australian Qualification Framework qualifications and statements of attainment issued from other RTOs. Legislation information is available at www.legislation.qld.gov.au and www.aph.gov.au/bills. Examples of relevant acts and standards to students and other stakeholders are: Workplace Health and Safety Act 2011 which aims to protect the safety of all customers, staff and visitors. Workplace Injury Management and Workers Compensation Act 1998 which promotes the prevention of work-related injury and disease through constant supervision and advice to staff and students. Anti-Discrimination Act 1977 which aims to prevent anti-discrimination on the grounds of sex, pregnancy, race, colour, religion, ethnicity, martial status, physical/intellectual disability, homosexuality and age. Disability Discrimination Act (DDA) Education Standards 2005 see www.ag.gov.au/dsfe Equal Employment Opportunity Act 1984 which aims to ensure that staff members are free from unlawful discrimination and harassment and that every opportunity is afforded staff to improve their knowledge and skills to enhance their job prospects. Vocational Education, Training and Employment Act 2000 & Amendment Act 2005, Training and Employment Regulation 2000, and Training and Employment Guidelines 2000 which provides the rules and regulations for the business operations of registered training organisations in Queensland. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 3
Privacy Act 1988 and Privacy Amendment (Private Sector) Act 2001 which protects individuals personal information in a business environment. Disability Discrimination Act 1992 see www.hreoc.gov.au Human Rights and Equal Opportunities Act 1986 see www.hreoc.gov.au Racial Discrimination Act 1975 see www.hreoc.gov.au Sex Discrimination Act 1984 see www.hreoc.gov.au Copyright Act 1968 & Copyright Amendment Act 2006 see www.copyright.org.au Education (Queensland Studies Authority) Act 2002 & Education (Queensland Studies Authority) Regulation 2002 which provide the requirement for to enter Year 11 & 12 results directly to a student s Learning Account see www.legislation,qld,gov,au/acts SLS/Acts SL E.htm 2011 VET E-standards V1.0 January 2011. Dept. Of Education, Employment & Workplace Relations. see www.flexiblelearning.net.au National Vocational Education and Training Regulator Act 2011 see www.asqa.gov.au 6. Access and Equity and Recruitment 6.1 It is the responsibility of all training staff at to meet the needs of individuals and the community through the integration of access and equity guidelines. will ensure that equity principles for all people are implemented through the fair allocation of resources and the right to equality of opportunity without discrimination. will increase opportunities for people to participate in the vocational education and training system, and in associated decisions, which affect their lives. 6.2 All students are recruited in an ethical, responsible and equitable manner adhering to Equal Opportunity legislation and consistent with the requirements of the training product. 6.3 Our Access and Equity Policy ensures that student selection decisions comply with equal opportunity legislation. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 4
6.4 Appropriate qualified staff will assess the extent to which the applicant is likely to achieve the unit of competency or outcomes of the course, based on the applicant s qualifications and competencies, including language, literacy and numeracy. 6.5 prohibits discrimination towards any group or individuals in any form, inclusive of: Gender Pregnancy Race, colour, nationality, ethnic or ethno-religious background Marital status Homosexuality (male or female, actual or presumed) Age (in relation to compulsory retirement) Access and equity issues are considered during training package/product development. Access and equity issues are considered in training delivery and assessment. 7. Marketing and Advertising 7.1 will market their vocational education and training with integrity, accuracy, and professionalism, avoiding vague and ambiguous statements. 7.2 In the provision of information no false or misleading comparisons will be drawn with any other Training provider or course. 7.3 marketing strategies will not contravene legislation. 7.4 Students will be recruited responsibly and ethically at all times and recruitment will be consistent with any training package/product requirements. is committed to non-discrimination in any form when recruiting and selecting and at all times comply with equal opportunity and anti-discrimination legislation. There may be prerequisites G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 5
before commencing a program due to health requirements or the nature of the program. 8. Client Service, Welfare and Guidance 8.1 We have sound management practices to ensure effective client service. In particular we have client service standards to ensure timely issue of student assessment results and qualifications. These will be appropriate to competence achieved and issued in accordance with national guidelines. 8.2 Student records and documentation are recorded, kept confidential and securely archived. Students can access their own files upon request to administration. 8.3 has student welfare and guidance services relevant to the training products. These include literacy and numeracy assistance. 8.4 The Principal reserves the right to exclude students from training as a disciplinary action where it is deemed the welfare of students and/or staff is placed at risk. 9. Student Information and Assistance 9.1 will provide accurate, relevant and up-to-date information to all students prior to commencement. This will include but not be limited to: A copy of the Code of Practice A copy of the Refund Policy A copy of the Complaints/Appeal Procedure The Award To Be Issued To The Student On Completion Or Partial Completion of the Course Competencies To Be Achieved By Students Assessment Procedures Student Support Services Arrangements For Recognition Of Prior Learning and Direct Credit Transfer Disciplinary Expectations Details Relating To Total Fees, Costs And Charges including: G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 6
the total amount of all fees including course costs, administration fees, materials fees and any other charges payment terms, including the timing and amount of fees to be paid and any non-refundable deposit/administration fee a guarantee to complete the training and/or assessment once the student has commenced study in their chosen qualification or course the fees and charges for additional services, including such items as issuance of a replacement qualification testamur and the options available to students who are deemed not yet competent on completiom of training and assessment, and the organisation s refund policy. 10. Complaints & Appeals has a fair and equitable process for dealing with student s complaints\ appeals. team members will be fair, courteous and helpful in all dealings with students. In the event that complaints cannot be resolved internally, we will advise the student of the appropriate body where they can seek further assistance. All stakeholders have access to Complaints and Appeals system. This process is continuously reviewed through the Management Internal Review and Vocational Area Internal Review meeting process. maintains a Complaints & Appeals Register. s complaints procedure is: In the event that a student has a complaint concerning any matter in relation to the training or organisation, there is a process in place to ensure that the complaint can be resolved amicably. Speak directly with the person concerned to resolve the problem within 7 days. If the student cannot speak to the person concerned, they should direct the matter in writing to the Principal within 21 days. If the complaint is still unresolved, the student will be notified of the outcome in writing within 14 days and advised of an appeals process and alternative agencies that may assist. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 7
Students should also be aware: 1. He / She may nominate a support person to accompany him / her at any stage of the dispute resolution process 2. If the client feels that the complaint has not been properly dealt with by, they may wish to take it to an external agency advice. Education Queensland provides a service through District Office where a complaints officer will handle any complaints received against RTO operations / personnel. There is no fee for use of this service. 3. Nothing in 's Dispute Resolution Policy negates the right of any student to take action under consumer protection laws in the case of financial disputes. 4. Nothing in 's Dispute Resolution Policy negates the right of any student to pursue other legal remedies. 5. If a student is concerned about the actions of they may approach Registration Services, Training Quality Division, Department of Education, Training and the Arts. Complaints must be made in writing to the Manager, Registration Services, Training Quality, LMB 527 GPO BRISBANE QLD 4001., Tel: 1300 369 935. 6. All records of any complaint will be kept on file. 7. The information provided by the student to the provider may be made available to Commonwealth and State agencies as authorized by law. s appeals procedure is: The organisation seeks to prevent appeals by ensuring that students are satisfied with their training product and its outcomes. Personnel are expected to be fair, courteous and helpful in all dealings with students. 1. Notify Principal or trainer within 21 days, after receiving complaint outcome or assessment decision, in writing of an appeal 2. Trainer and/or Principal will provide a written statement of outcome within a further 21 days. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 8
3. Seek reassessment or arbitration by a 3 rd party/panel acceptable to all parties to the appeal. If the appeal is still unresolved, the student will be notified in writing within 14 days and advised of external organisations that may be able to assist. Education Queensland provides a service through District Office where a complaints officer will handle any complaints received against RTO operations/personnel. There is no fee for use of this service. 4. Independent mediation is available through the Dispute Resolution Branch, Department of Justice and Attorney-General. There are six Dispute Resolution Centres throughout Queensland. The Brisbane Centre is located on the 13th Flr, Central Courts Building, 170 North Quay, QLD 4000. Contact details are: Tel: +61 7 3239 6269; Fax: +61 7 3239 6284. Students outside Brisbane may use the Toll Free No: 1800 017 288. At present there is no fee for use of this service, but this may change. 11. Internal and External Review 11.1 conducts regular reviews of its training. All feedback from students is welcome and will be included in internal reviews. 11.2 has also agreed to participate in external monitoring and audit processes required by the state training authority. This covers random audits, audit following complaint and audit for the purposes of reregistration. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 9
12. Fees & Charges/Refund Policy As required by the Essential Standards for Continuing Registration SNR 22 Financial Management, under the National Vocational Education and Training Regulator Act 2011, the following fee information is provided to each client prior to enrolment: the total amount of all fees including course costs, administration fees, materials fees and any other charges; payment terms, including the timing and amount of fees to be paid and any non-refundable deposit/ administration fee; the nature of the guarantee given by the NVR registered training organisation to complete the training and/or assessment once the student has commenced study in their chosen qualification or course; the fees and charges for additional services, including such items as issuance of a replacement qualification testamur and the options available to students who are deemed not yet competent on completion of training and assessment; and the organisation s refund policy. Note: Where the Tallebudgera Beach Outdoor Education School may collect student fees in advance, it complies with (Option 1): the NVR registered training organisation is administered by a State, Territory or Commonwealth government agency. 1) Total Amount of Fees (i) Course Costs Course Fees payable are outlined in the provided Course Enrolment information. Fees may be paid in full at enrolment or alternatively a Payment Term Agreement is available. In a Payment Term Agreement, fees are required to be paid under instalments by the due date and considering any agreed special G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 10
arrangements. Please note that non-payment of fees and charges may result in the cancellation of an enrolment. Official academic record or certification will be withheld until all outstanding fees and charges have been paid in full. Fees paid in advance are protected through Tallebudgera Beach Outdoor Education School s separate cost centre RTO account allocated solely for fees paid in advance. A proportion of fees paid for the course will remain in that account until the course is completed to ensure pro-rata refunds for eligible students. The Principal has responsibility for authorising such transfers. Note that financial processes are mandated by Education Queensland, audited by Education Queensland financial auditors and documented in an Annual Education Queensland Auditor s Report. (ii) Administration Fees A non-refundable Administration fee of $250 for qualifications is included in the deposit and is payable upon invoice at the time of enrolment. The Administration fee is payable once only at the time of initial enrolment. For students accessing the Tallebudgera Beach Outdoor Education School s short term face-to-face courses, in order to secure your booking, you will need to submit an administration fee of $33 as a non-refundable deposit at the time of booking. Once the deposit is received, the student will be invoiced for the balance. Any request to cancel your booking must be in writing and must be received at least 7 days prior to the scheduled start of your course. The initial deposit is not refundable under any circumstances. If you are unable to complete the course due to circumstances beyond your control, such as documented medical problems, a written application may be made to the Principal for a prorata refund. (iii) Materials Fees All materials are provided by the Tallebudgera Beach Outdoor Education School. Materials fees are included in course costs. No separate fee will charged. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 11
(iv) Other charges Any course specific additional fees will be clearly noted in course information. There are no charges for Student Services. 2) Payment Terms Each advertised training program will include the timing and amount of fees to be paid and any non-refundable deposit/administration fee. A Payment Term Agreement may be negotiated. (3) Guarantee to complete the training and/or assessment The Tallebudgera Beach Outdoor Education School guarantees to complete the training and/or assessment once the student has commenced study in their chosen qualification or course in the timeframe set for the course. Students are required to attend a minimum of 90% of provided training and meet all assessment requirements, unless alternative attendance or other mutually agreed arrangements, including medical considerations, are made with the Principal. (4) Fees and charges for additional services (i) Where there is a request for the issuance of a replacement qualification testamur, a fee of $50 will apply. Please note that applicants will be required to provide identification evidence prior to re-issuance. Evidence options will be discussed on application. (ii) For students who are deemed not yet competent on completion of training and assessment, financial options will be reviewed individually to support the student complete their course of study and if agreement is forthcoming, a Payment Term Agreement will be established. (iii) Fees apply to RPL services and assessment-only services for both full qualification and short course applications. There may be applicants who are unable to provide sufficient evidence of RPL. They may be requested to undertake gap training, and will be advised in advance of fees involved. A non- G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 12
refundable Administration Fee of $200 will apply to RPL applications for a full qualification. This fee is payable with the enrolment prior to any assessment commencing. (5) Tallebudgera Beach Outdoor Education School s Refund Policy Participants who cancel or withdraw their enrolment may be entitled to a refund, as detailed in the Tallebudgera Beach Outdoor Education School s Refund Policy. All requests for refund of fees by students are to be handled according to the following policy. This refund policy is provided to the student prior to the student making any payment to the Tallebudgera Beach Outdoor Education School. Note: Should the Tallebudgera Beach Outdoor Education School cancel any course, participants are entitled to a full refund or transfer of funds to a future course at the student s request. 1. Administration fees (if applicable) are not refundable. 2. Advance course monies for full qualification courses will be 100% refunded if notice is received in writing 28 days or more before the scheduled course commencement date. 3. If less than 28 days notice is given in writing, advance course payments may be refunded, less the equivalent of 10 weeks tuition. 4. After commencement of a full qualification course, students must give a minimum of 10 weeks notice in writing of a withdrawal from a course, in which case unused tuition fees will be refunded. If 10 weeks notice is not given, Tallebudgera Beach Outdoor Education School shall retain up to the equivalent of 10 weeks tuition and refund the balance. 5. Any refunds will be made to the person or organisation that enters into the contract within four weeks of receipt of a written application in case of student default, unless the person gives a written direction to pay someone else, and a full refund in two weeks in case of provider default, unless the person gives a written direction to pay someone else. 6. No refund applies if a student is expelled. 7. Requests for refunds should be made in writing and directed to the Principal, Tallebudgera Beach Outdoor Education School, PO Box 909, Elanora. Q. 4221. 8. For students accessing Tallebudgera Beach Outdoor Education School s short term face-to-face courses, in order to secure your booking you will need G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 13
to submit a $33 non-refundable deposit at the time of booking. Once the deposit is received, the student will be invoiced for the balance. Any request to cancel your booking must be in writing and must be received at least 7 days prior to the scheduled start of your course. The initial deposit is not refundable under any circumstances. Where you are unable to complete the short course due to circumstances beyond your control, such as documented medical problems, refunds may be considered by the Principal after a request is made in writing. 9. For short online courses, where you are unable to complete the short course due to circumstances beyond your control, such as documented medical problems, refunds may be considered by the Principal after a request is made in writing. 10. Note that the refund agreement does not remove the right to take further action under Australian consumer protection laws, and that the resolution processes do not circumscribe the student's right to pursue other legal remedies. 13. Recognition of Prior Learning/Recognition of Current Competence 13.1 Applicants who consider that they have completed appropriate training or have through prior learning and experience gained the required skills/ competencies stipulated for the units of the course may be granted credit upon substantiation of that claim, after enrolment in the course, at no cost. 13.2 The obligation to recognise Australian Qualification Framework qualifications and statements of attainment issued from other RTOs is mandatory for as a requirement of the AQTF. 14. Credit Transfer 14.1 Students may be entitled to a credit transfer in the following circumstances: Completed units of competency from a National Training Package. Complete modules which are mapped totally to a competency from a National Training Package. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 14
14.2 Students must provide an original Academic Transcript or certified copy, and the decision will be based on validity and currency. 15. Assessment Criteria The objective is for the student to show that they have achieved the unit s competencies. Flexible learning and assessment processes are used by and students may be assessed by one or more of the following methods: Observation the completion of a specified task or set of procedures, normally performed under close supervision, using a detailed checklist. Oral questioning a response is provided to a series of questions presented in order to demonstrate understanding of principles or reasoning behind the action taken. Case study an opportunity to display problem solving and decision making skills is provided in a simulated context. Multiple choice a question or incomplete statement followed by several options [usually 4 5] from which the trainee selects the appropriate answer/s. Written short answer a written response item consisting of a question/s with answers of a single word, a few words, a sentence, or a paragraph. Project an exercise or investigation based on a real life situation, generally requiring a significant part of the work being carried out without supervision, and involving the completion of a project report. Or any other method outlined in the student information book Students will be advised of the assessment methodology before training commences. 16. Issue of Award Documents 16.1 Qualifications [Diplomas, Certificates, and Statement of Attainment] will be issued within 14 working days of successful completion of the program. Qualifications will meet the requirements of the training package/product and legislation. 16.2 Reissuance will require identification (e.g., passport) and a fee of $50. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 15
17. Sanction 17.1 It is acknowledged that if the obligations of this Code or supporting documents and regulatory requirements, where applicable, are not met, may be de-registered as a Registered Training Organisation and have its recognition withdrawn. 18. Privacy adheres to the requirements of all privacy legislation. However students should note that if requested, will provide student contact details including addresses, telephone numbers and email addresses to the Training and Employment Recognition Council as part of the audit process to enable the Training and Recognition Council to interview students about the training provided by the organisation. 19. Discipline Expectations Students are expected to meet appropriate behaviour standards as required by a training organisation including: o Attending class on time o Following requests from RTO staff o Avoiding eating in classrooms o Smoking in approved areas o Regular attendance o Avoiding swearing The organisation will warn the student in the first instance either verbally or in writing, and if repeated violations occur, the student s enrolment may be cancelled by the Principal. G:\Coredata\Curriculum\RTO\_RTO\OEST\Policies & Procedures\Code of Practice.2011. doc.doc 16