1. Access and Equity Policy
All Australian Training is committed to ensuring that the training and assessment environment is free from discrimination and harassment. All Australian Training staff members (including contractors) are aware that discrimination and harassment will not be tolerated under any circumstances. In the event that discrimination and harassment is found to have occurred disciplinary action will be taken against any staff member who breaches this policy. Suspected criminal behaviour will be reported to police authorities immediately. Students should expect fair and friendly behaviour from All Australian Training staff members and we apply complaint handling procedures advocated by the Australian Human Rights and Equal Opportunity Commission (HREOC).
Students who feel that they have been discriminated against or harassed should report this information to a staff member of All Australian Training that they feel they can trust. This will initiate a complaints handling procedure which will be fair and transparent and will protect your rights as a complainant. Alternatively, if a student wishes to report an instance of discrimination or harassment to an agency external to All Australian Training, they are advised to contact the HREOC Complaints Info-line on 1300 656 419.
2. Students Complaints and Appeals Policy and Procedure
All Australian Training is committed to providing a fair and transparent complaints and appeals process that includes access to an independent external body if necessary.
Complaint and appeals handling
All Australian Training applies the following principles to its complaints and appeals handling:
- A written record of all complaints and appeals is to be kept by All Australian Training including all details of lodgement, response and resolution.
- A complainant or person lodging an appeal is to be provided an opportunity to formally present his or her case at minimal or no cost.
- Each complainant or person lodging an appeal may be accompanied and/or assisted by a support person at any relevant meeting.
- The handling of a complaint or appeal is to commence within 10 working days of the lodgement of the complaint / appeal and all reasonable measures are taken to finalise the process as soon as practicable.
- The complainant or person lodging an appeal is to be provided a written statement of the outcome, including details of the reasons for the outcome.
- All Australian Training shall maintain the enrolment of the complainant or person lodging an appeal during the complaint or appeals process.
- Decisions or outcomes of the complaint or appeals process that find in the favour of the student or otherwise shall be implemented immediately.
- Complaints and appeals are to be handled in the strictest of confidence.
- No All Australian Training representative is to disclose information to any person without the permission of All Australian Training Chief Executive Officer. Decisions to release information to third parties are only to be done after the complainant or person lodging the appeal has given permission for this to occur.
- Complaints and appeals are to be considered on the basis of procedural fairness and lead to opportunities for improvement as a Continuous Improvement Report.
An Academic Grievance refers to a grievance about assessment, course content, quality of course delivery, academic achievement, course transfers, cancellation of enrolment, student results, failure or quality in academic services or materials.
Appealing the Results of Assessment
All Australian Training affords learners the opportunity of two (2) repeat attempts to complete a unit of competency to achieve competency. If however on the 3rd attempt the learner is still found Not Yet Competent in that unit of competency then that outcome will stand as the final outcome for that unit of competency.
If a learner has been advised after the 3rd attempt at achieving competency in a unit of competency that they are Not Yet Competent, but they believe that:
- They genuinely do have the required degree of competency; and
- That they have provided reasonable proof of this to The RTO The student may query or appeal the result.
The process is quite simple, and is allowed by the RTO to ensure that all students are fully satisfied with the fairness and accuracy of our assessment processes.
In the first instance concerns about an assessment decision should be raised with the relevant assessor. Should you believe that you have been unfairly assessed or believe you have grounds for appealing an assessment decision, you may formally appeal the result of the assessment. An appeal must be lodged within 10 working days of the date you were advised of the assessment outcome. Appeals must be made in writing to AAT Management or to the Consumer Protection Officer.
To ensure independence, the Compliance Manager/Consumer Protection Officer will seek the assistance of an independent subject matter expert to consider the appeal. The process must begin within ten days of the receipt of the written appeal and be completed within a reasonable timeframe. However, where more than 60 calendar days are required to process and finalise the complaint or appeal the complainant or appellant will be notified in writing including reasons why more than 60 calendar days are required. Regular updates will be provided to the complainant or appellant on the progress of the matter. An appellant will be given the opportunity to present their case in writing or in person; you may bring a support person for assistance at any meetings.
The first step when an appeal has been received is to double-check the assessment marking to ensure: Marking is fair and objective, and no aspect or evidence has been overlooked or not accounted for. Note that this is a re-evaluation (i.e. a re-mark), not a re-assessment (i.e. a re-sit).
The grounds for appeal are agreed to, and the assessment can either be re-assessed by a different assessor or the appellant given the opportunity to complete another assessment.
If the assessor agrees with the original assessment result, then the appeal is overturned and the original result stands.
If the appeal process results in a decision that supports the student’s appeal, All Australian Training will immediately implement any decision or corrective and preventative actions required and advise the student of the outcome.
The appellant will be provided with documentation outlining the process undertaken which will include a written statement of the appeal outcome including the reason/s for any decision.
The student’s ongoing enrolment will be maintained until the internal complaints or appeals process is completed.
Review by external agency
- Where the complainant or person lodging an appeal is not satisfied with the handling of the matter by All Australian Training, they are to have the opportunity for a body that is independent of All Australian Training to review his or her complaint or appeal following the internal completion of complaint or appeals process.
- Students who are not satisfied with the process applied by All Australian Training may refer their grievance to the following external agencies:
- Unresolved complaints may be referred to the Australian Skills Quality Authority – ASQA Online Complaint Form. Students are to be advised that ASQA will require the student to have exhausted all avenues through All Australian Training internal complaints handling procedure before taking this option.
Alternatively if the complainant or appellant is undertaking a Smart and Skilled Qualification the complainant can contact the Department of Education and Communities’ Customer Support Centre on 1300 772 104 or email to firstname.lastname@example.org. Please refer to the Organisations Complaint Handling Procedure for more information
- Unresolved Appeals in relation to consumer related issues may be referred to the Office of Fair Trading.
All Australian Training collects personal information for the purpose of: employment or education, satisfying legal obligations, administration, to keep employers informed of the student’s progress in the course of study, allow the RTO to discharge its duty of care and in order to meet government reporting requirements.
All Australian Training abides by the Australian Privacy Principles and takes reasonable measures to protect the privacy of individuals and staff in line with state and federal legislation. Under the Australian Privacy Principles the student or staff member can access his/her personal information and may correct inaccurate or out-dated information about them.
These principles include:
- Non-disclosure of your personal details to any unauthorised person, and
- Non-disclosure of details of training and assessment conducted for any student to any unauthorised person.
All Australian Training is required to provide Commonwealth and State Government Authorities with student and training activity data which may include information provided in your enrolment form. Information is required to be provided in accordance with the VET Quality Framework.
Government Authorities may use the information provided to it for planning, administration, policy development, program evaluation, resource allocation, data reporting and/or research activities. For these and other lawful purposes, Government Authorities may also disclose information to its consultants, advisers, other government agencies, professional bodies and/or other organisations.
4. RPL Procedure
In accordance with the requirements of the Standards for NVR Registered Training Organisations, All Australian Training provides the opportunity for students to apply to have prior learning recognised toward a qualification or units of competence for which they are enrolled.
What is recognition?
Recognition involves the assessment of previously unrecognised skills and knowledge that an individual has achieved outside the formal education and training system. Recognition assesses this unrecognised learning against the requirements of a unit of competence, in respect of both entry requirements and outcomes to be achieved. By removing the need for duplication of learning, recognition encourages an individual to continue upgrading their skills and knowledge through structured education and training towards formal qualifications and improved employment outcomes. This has benefits for the individual and industry. Most importantly, it should be noted that recognition is just another form of assessment.
The following guidelines are to be followed when an application for recognition is received:
- Any student is entitled to apply for recognition in a course or qualification in which they are currently enrolled
- Students may not apply for recognition for units of competence or a qualification which are not included in All Australian Training scope of registration.
- Whilst students may apply for recognition at any time, they are encouraged to apply before commencing a training program. This will reduce unnecessary training and guide the student down a more efficient path to competence.
- Students who are currently enrolled in a training program are eligible to apply for recognition in that program at no additional charge.
- Assessment via recognition is to apply the principles of assessment and the rules of evidence.
- Recognition may only be awarded for whole units of competence.
Forms of evidence for recognition
Recognition acknowledges that workplace skills and knowledge may be gained through a variety of ways including both formal and informal learning or through work-based or life experience.
Like assessment, recognition is a process whereby evidence is collected and a judgement is made by an assessor or assessment team. The judgement is made on evidence provided by candidates of the skills and knowledge that they have previously learnt through work, study, life and other experiences, and that they are currently using. It also includes evidence to confirm a candidate’s ability to adapt prior learning or current competence to the context of the intended workplace or industry.
Forms of evidence toward recognition may include:
- Work records;
- Records of workplace training;
- Assessments of current skills;
- Assessments of current knowledge;
- Third party reports from current and previous supervisors or managers;
- Evidence of relevant unpaid or volunteer experience;
Examples of work products;
- Observation by an assessor in the workplace; −Performance appraisal; or
- Duty statements.
Many of these forms of evidence would not be sufficient on their own. When combined together, with a number of evidence items, the candidate will start to provide a strong case for competence. All Australian Training reserves the right to require candidates to undertake practical assessment activities of skills and knowledge in order to satisfy itself of a candidate’s current competence.
What is national recognition?
National recognition is the recognition of learning achieved through formal education and training. Under the Standards for NVR Registered Training Organisations, qualifications and statements of attainment issued by any RTO are to be accepted and recognised by all other RTOs. National recognition allows a student to be awarded a unit of competency/module based on successful completion of the unit which has been previously awarded.
If you are seeking national recognition you are required to present your statement of attainment or qualification for examination to All Australian Training. These documents will provide the detail of what units of competence you have been previously issued. You must provide satisfactory evidence that the statement of attainment or qualification is authentic, is yours and that it has been issued by an Australian RTO. Statements of attainment or qualifications should be in the correct format as outlined in the Australian Qualifications Framework. You are required to submit copies only which are certified as a true copies of the original.
National recognition guidelines
The following guidelines are to be followed in relation to national recognition:
- Any student is entitled to apply for national recognition in a course or qualification in which they are currently enrolled.
- Students may not apply for national recognition for units of competence or qualification which are not included in All Australian Training scope of registration.
- Whilst students may apply for national recognition at any time, they are encouraged to apply before commencing a training program. This will reduce unnecessary training and guide the student down a more efficient path to competence.
- The student does not incur any fees for national recognition and All Australian Training does not receive any funding when national recognition is granted.
- National recognition may only be awarded for whole units of competence. Where a mapping guide identifies a partial credit, this will not be considered for national recognition and applicants will be advised to seek recognition.
5. Refund Policy
Students who cancel their enrolment prior to 7 days before the commencement of a training program will be entitled to a full refund of fees paid. Any cancellations of courses made less than 7 days prior to course commencement the student will be entitled to a 75% refund of fees paid. The amount retained (25%) by All
Australian Training is required to cover the costs of staff and resources which will have already been committed based on the students initial intention to undertake the training.
Students who cancel their enrolment after a training program has commenced will not be entitled to a refund of fees. Students are advised to consider alternative options such as requesting to suspend their enrolment and recommencing in another scheduled training program.
Where a student has purchased a text or training workbooks and subsequently cancels, All Australian Training will not refund money for the text.
6. Code of Practice
It is expected that staff and students will work in a manner which displays respect for others and for property. It is also expected that they will show diligence in their work, honesty in all dealings with each other and other parties, and respect for the privacy of others. Staff and students will conduct themselves in a manner which respects the laws of Australia, including the states and the regulations of statutory bodies
It is expected that all students will:
- Ensure arrival on time for any face-to-face teaching, to return by the stated times after breaks and not to leave early without prior notice and good reason.
- Leave training rooms clean and tidy.
- Ensure an understanding of the requirements for the assessment of the course or unit.
- Check that holidays, business commitments etc. do not clash with examinations.
- Notify All Australian Training of any change in address or personal details.
- Maintain a high standard of behaviour whilst undertaking educational activities and refraining from any activities that may result in damage to property or unduly interfering with the comfort or convenience of other participants.
- Refrain from behaviour that may disrupt or interfere with the teaching or learning of others.
- Observe at all times all safety, health and hygiene requirements, including appropriate dress, footwear and personal protective equipment.
- Take responsibility to identify and tell staff about any individual learning needs.
- Keep trainers and coordinators informed of any difficulties that may be interfering with their learning or where they may need some extra assistance.
- Check the assessment requirements for each subject including due dates and number of assignments.
- Be aware of, and meet, the trainers’ individual expectations in relation to submitting assignments, attendance, communication, negotiation and problem solving strategies.
- Be aware of, and comply with, All Australian Training’s policies that may affect students.
- Conduct themselves appropriately at all times whilst a student with All Australian Training.
Students are required to follow the Code of Practice at all times. Failure to follow the Code of Practice may invoke the imposing of disciplinary actions including removal from the course.