Information For Training Course Participants

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Accredited Training ›› Information For Training Course Participants

Student Complaints and Appeals Procedure

Informal Process

Any student with a question or complaint may raise the matter with the Training Coordinator of the Asthma Foundation of Victoria (AFV) and attempt an informal resolution of the question or complaint.

Questions or complaints dealt with in this way do not become part of the formal complaint process and will not be documented, recorded or reported on unless the AFV staff member involved determines that the issue question or complaint was relevant to the wider operation of the Asthma Foundation of Victoria as a Registered Training Organisation.

Students who are not satisfied with the outcome of the question or complaint are encouraged to register a formal complaint.

Formal Complaints

Students who are not satisfied with the outcome of the informal process, or who want to register a formal complaint may do so. To register a formal complaint a student must complete the student complaint form and contact the AFV Training Coordinator to arrange a meeting. At this meeting the complaint can be raised and a resolution attempted. At the time of the meeting the complaint must be recorded in writing and signed and dated by the complainant and the AFV Training Coordinator. The complaint is recorded in writing by completing the student complaint form prior to the meeting or a new document can be prepared and signed during the meeting.

The AFV Training Coordinator will then attempt to resolve the complaint with the student and any other parties who may be involved. A maximum time of two weeks will be allowed for the resolution unless all parties agree in writing to extend this time. This period is called the resolution phase.

At the end of the resolution phase (two weeks or such other time as agreed to by all parties in writing) the Training Coordinator will report the AFV’s decision to the student. The decision and reasons for the decision will be documented by the Training Coordinator and placed in the students file.

Following the resolution phase the AFV must implement the decision as conveyed to the student.

Any systemic issues identified as a result of the complaint will be fed into the AFV’s continuous improvement system via a report to the Management Meeting.

If a student is dissatisfied with the outcome of the formal complaint process then they may institute an appeals process by completing the appeals form.

Appeals

Appeals may arise from a number of sources including appeals against assessment, appeals against discipline actions and appeals against decisions arising from complaints. The essential nature of an appeal is that it is a request by a student to reconsider a decision made by the Asthma Foundation of Victoria as a registered training organisation

The appeals process is initiated by a student completing the student appeals form.

After a student makes an appeal, the Asthma Foundation of Victoria will appoint an independent person or body to hear the appeal and propose a final resolution.

Students appealing an assessment or RPL outcome will be given the opportunity for reassessment by a different assessor selected by AFV. Costs of reassessment will be met by AFV. The recorded outcome of the assessment appeal will be the most favourable result for the student from either the original assessment or the reassessment.

Credit Transfer Procedure

Applicants for a credit transfer must complete the student credit transfer application form, attach a copy of a verified Award or Statement of Attainment and submit the application to the Training Coordinator.

The Training Coordinator will then check the Award or Statement of Attainment and grant credit transfers for identical units that have been identified as being completed at another Registered Training Organisation.

Applicants will be notified of success in credit transfer within 10 working days of request being received.

Recognition of Prior Learning Procedure

As a Registered Training Organisation providing competency based vocational training, the Asthma Foundation of Victoria will provide the applicant access to the relevant Units or Modules prior to the RPL application being completed. The student can then complete the RPL application form and forward it to the Training Coordinator together with the required fee.

The Training Coordinator or teaching staff will assess the application and the student will be advised promptly of the decision. Further information or an interview with the student may be required before evaluation of the application is complete.

Once successful, the completed RPL record must be signed by the student and the assessor.

RPL application documentation, assessment processes and outcomes are placed in the student file. Granting of RPL will be recorded as a unit outcome in the student’s file.

Students may use the RTO appeal procedures if dissatisfied with the outcome of their RPL applications.

Code of Practice

Information, Advice & Support Services

The Asthma Foundation of Victoria as an RTO is committed to integrating Access and Equity principles within all our services that we provide to our clients. All staff recognise the rights of learners and provide information, advice and support that is consistent with our Code of Practice.

Regardless of cultural background, gender, sexuality, disability or age you have the right to learn in an environment that is free from discrimination and harassment and be treated in a fair and considerate manner while you are studying with us.

If, at any time, you feel that any staff member is not abiding by our Code of Practice then report your complaints or grievance to your supervisor / trainer or anyone in our organisation, or complete our complaints and appeals form.

We provide and support the following services within our Code of Practice

Client selection, enrolment & induction / orientation procedures
We provide clear information on the qualifications / courses that we offer. This includes the location of training and any required skills or knowledge.

Our enrolment process requires you to complete an enrolment form and provide as much relevant information as possible to ensure we provide training to suit your need. All information collected is kept confidential and subject to our Privacy Policy in this Code of Practice.

Course information

Specific course information has been developed for all of the courses that we currently offer. These are available on our website.

Fees & charges

Information on fees, charges and refunds are clearly documented on the course registration forms and is also available through our website.

Provision for language, literacy & numeracy assessment

We provide advice on how to access interpreters for courses where a language other than English is required. Support for literacy and numeracy assistance is available on request. We will also monitor the needs of our learner’s language, literacy and numeracy skills through our enrolment forms, and through the learning process. If at any time we feel a learner requires any language, literacy and numeracy assistance we will offer support services or contact numbers to the learner to ensure the learner is able to access training programmes

Client support

We currently offer support in training needs analysis; and information on our web-site.

Flexible learning and assessment procedures

Our training and assessment procedures are flexible and take into account learner needs. We will ensure that:
• All required resources for the delivery of any course are in place and maintained in good working order
• Training and assessment will only be conducted by qualified staff
• All training and assessment will be to the nationally set standard prescribed in the relevant Training Package or accredited course material.

This means that training and assessment you receive with us is done in accordance of the national quality training framework and any qualifications you achieve with us will be recognised anywhere in Australia.

Welfare and guidance services

We will endeavour to provide welfare and guidance to all learners. This includes
(i) Occupational Health and Safety;
(ii) review of payment schedules when requested
(iii) learning pathways and possible RPL & RCC opportunities;
(iv) provision for special learning needs;
(v) provision for special cultural and religious needs;
(vi) provision for special dietary needs.

Appeals, complaints and grievance procedures

We have a documented procedure that covers any appeals, complaints or grievances. Should you have an appeal, complaint or grievance contact the training department for more detailed information.

Disciplinary procedure

To ensure all learners receive equal opportunities and gain the maximum from their time with us, these rules apply to all people that attend any of our sessions. Any person(s) whom displays dysfunctional or disruptive behaviour may be ask to leave the session and/or the course.
Dysfunctional behaviour may include:
continuous interruptions to the trainer whilst delivering the course content
• smoking in non-smoking areas
• being disrespectful to other participants
• harassment by using offensive language
• sexual harassment
• acting in an unsafe manner that places themselves and others at risk
• continued absence at required times

Any person who is asked to leave a session or course has the right of appeal through our appeals process.

Staff responsibilities for Access and Equity issues

At The Asthma Foundation of Victoria, all staff have been inducted in their responsibilities for our access and equity principles. Our staff act in accordance with our Code of Practice and all learners are made aware of their rights and responsibilities. All learners have access to all courses that we conduct irrespective of gender, culture, linguistic background, race, or disability.

Recognition of Prior Learning (RPL) arrangements

Recognition of prior learning assessment is available to all learners. If you believe you have relevant skills and abilities that you have learned in your past please contact the training coordinator. They will discuss the evidence requirements you will need to provide and support documentation as required.

Refund Policy

As a learner you pay an agreed fee upon commencement of a course in which you are enrolled. A 100% refund of any money paid prior to commencement of any course may be claimed if a request is received in writing 14 days prior to course commencement.

For group bookings on site, a cancellation fee of $60.00 applies for course cancelled outside 72 hours of course commencement.

For group bookings on site, a cancellation fee of $600.00 applies for courses cancelled within 2 business days of course commencement.

For courses held at The Asthma Foundation of Victoria, a cancellation fee of $60.00 applies to courses cancelled within 2 business days of course.

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