Future Institute of Australia Pty Ltd. Information for Clients and Students (CP1B) (Provider No 41339)

Transcription

1 Future Institute f Australia Pty Ltd (Prvider N 41339) Infrmatin fr Clients and Students (CP1B) This dcument prvides clients (emplyers) and students (emplyees r individuals) with infrmatin abut Future Institute f Australia (FIOA) and its services and key prcedures. Future Institute f Australia (FIOA) Pty Ltd is cmmitted t the prvisin f ttal quality vcatinal educatin and training prducts and services. We aim t ensure that we satisfy ur custmers needs by the adptin f a cnsistent, high standard f delivery. As part f ur cmmitment t quality service, a cde f practice (Plicy and Prcedures Manual) has been develped. The cde prvides an ethical framewrk that guides ur service delivery. We endeavur t ensure that ur plicies and management practices are in accrdance with 'Standards fr Registered Training Organisatins 2015' and that, at all times, ur actins safeguard the interests and welfare f ur custmers. In this brchure, we present key infrmatin frm ur Plicy and Prcedures Manual. We request that yu read this infrmatin prir t enrlling int a training prgram. If yu have any questins, please d nt hesitate in cntacting FIOA admin@fioa.cm.au 1. Quality f the Training and Assessment FIOA will have written prcesses, prcedures and relevant dcumentatin that ensures quality training and assessment cnsistent with its scpe f registratin, industry needs, training package requirements and the VET Quality Framewrk. FIOA will cmply with relevant Federal, State r Territry legislatin and regulatry requirements in relatin t training and assessment activities. FIOA is cmmitted t achieving excellence in quality systems thrugh a prcess f cntinuus imprvement that ensures all activities are mnitred, evaluated and reviewed n an nging basis t maintain and imprve prducts and services. 2. Training and Assessment Infrmatin Fr all curses aligned t a natinally recgnised qualificatin r Unit/s f Cmpetency, FIOA will prvide each student with the fllwing infrmatin, prir t enrlment: Cde, title and currency f the qualificatin r Unit/s f Cmpetency Infrmatin abut the training and assessment including: 3. Access and Equity estimated duratin expected lcatins at which it will be prvided expected mdes f delivery name and cntact details f any third party that will prvide training and/r assessment, and related educatinal and supprt services t the student n the FIOA s behalf any wrk placement arrangements any requirements the student needs t enter and successfully cmplete their chsen training any materials and equipment that the student must prvide fees that must be paid t the RTO payment terms and cnditins including depsits FIOA is cmmitted t ensuring that all its training and assessment prcesses and prcedures incrprate access and equity principles. All students have equitable access t the benefits f training and assessment, irrespective f their gender, age, race, religin, culture, linguistic backgrund, marital status, lcatin and sci-ecnmic backgrund, disability, sexual preference, family respnsibility r plitical cnvictin. Future Institute f Australia Pty Ltd Versin 2, September

2 FIOA will identify, negtiate, plan and implement apprpriate training and assessment strategies t meet the needs f each f its clients / students. FIOA will ffer varius training strategies and assessment methds including Recgnitin f Prir Learning (RPL), simulatins, nline, self-paced learning, wrk based prjects and verbal assessments (where apprpriate) t accmmdate the needs f individuals. Curses will be structured t allw flexibility in delivery and assessment t meet the needs f the student and t prvide them with the best pprtunity t learn and achieve. FIOA will ensure that clients and students are prvided with accurate and sufficient infrmatin t make an infrmed chice abut their enrlment and / r cntractual agreement. 4. Fees, charges and refunds (including curse fees, refunds, re-assessments, replacement certificates) Fees refer t all fees including enrlment fees, tuitin fees, material fees and any ther fee cmpnent that is a mandatry payment fr the curse. FIOA will nt cllect mre than $1,500 frm a prspective r current student t prepay fees. Fr student-pays arrangements, FIOA will divide the cst f the curse by the nminal duratin t calculate the weekly fee. FIOA will require a depsit prir t cmmencement f the training up t $1,500. If there are any utstanding fees, FIOA will then invice, as per the agreed payment arrangements, ensuring that, at n stage, the student has pre-paid mre than $1,500. Fr emplyer-paid arrangements, 50% f the fees is t be paid prir t the cmmencement f the curse and / r the prvisin f any curse material. The balance f fees is t be paid within 14 days fllwing receipt f the invice/s based n the agreed payment arrangements as stipulated in the Cntract. Payment arrangements will be negtiated with the Directr f Business fr clients r students (as lng as they cmply with the abve requirements) and these agreed arrangements need t be recrded in the Cntract between FIOA and the emplyer r student. All fees must be paid in full befre a qualificatin will be issued. Gvernment Funding and Financial Supprt Arrangements Fr infrmatin regarding VET FEE-HELP, gvernment funded subsidy r ther financial supprt arrangements assciated with the RTO s prvisin f training and assessment refer t All fees must be paid in full befre a qualificatin will be issued. Cling ff perid FIOA has a cling ff perid f 5 wrking days (frm enrlment) f any curses as lng as the curse has nt cmmenced and / r the initial elearning mdules have been allcated t the student. In the case f a student withdrawing within the cling ff perid, all mnies paid t the RTO will be refunded within 20 wrking days f ntice f the withdrawal as lng as the curse has nt cmmenced and / r the initial elearning mdules were nt allcated t the student. If the training and assessment services are being prvided thrugh an Australian Apprenticeship arrangement, a client r student can cancel the services, with n penalties, as lng as the curse has nt cmmenced and / r the initial elearning mdules were nt allcated t the student. Payment Arrangements The frequency f the payment f fees can be negtiated, but nly prir t the cmmencement f the curse. Agreed payment f fees fr each client / students need t be dcumented in the Cntract between FIOA and the client. If, after the cmmencement f the curse, a client r student experiences difficulty in meeting the required payment schedule, FIOA will be happy t discuss an alternative payment arrangement. Future Institute f Australia Pty Ltd Versin 2, September

3 Refunds Refund based n RTO curse deferment r cancellatin FIOA reserves the right t defer r cancel a curse, change curse start dates and / r change curse curriculum / prgrams at any time. In the case where FIOA cancels a curse prir t its cmmencement date, all mnies paid will be transferred as payment fr the same curse at a later date. If the new date is unacceptable t the student, all mnies paid t the RTO will be refunded within 20 wrking days f ntice. In the case f a curse start date being deferred, and the new date is unacceptable t the student, all mnies paid t the RTO will be refunded within 20 wrking days f ntice f the rescheduling. Terminatin - FIOA reserves the right t expel a student fr serius breach f discipline. Fees will nt be refunded. Refund based n client / student withdrawal Where a participant withdraws frm a training prgram, they must prvide written ntificatin f their intentin t withdraw and apply fr a refund fr the curse. Penalties may apply, except if they are within their Cling Off Perid (as utlined abve). If a student decides t nt cmmence r cmplete the training curse / prgram r cancels frm the curse, refunds may be granted as fllws: Withdrawal (in writing) frm a training curse r prgram at least 5 wrking days befre curse cmmencement r befre allcatin f elearning mdules all fees paid will be refunded less $200 (admin fees) plus the cst f any printing materials prvided, if any. Withdrawal (in writing) frm a training curse r prgram 2 t 4 wrking days befre curse cmmencement r befre allcatin f elearning mdules 75% f fees paid will be refunded less $200 (admin fees) plus the cst f any printing materials prvided, if any. N refunds will be granted if less than 2 days ntice f withdrawal (in writing) is received by FIOA N refunds will be granted if the training has cmmenced. If FIOA is unable t prvide the services which have been paid fr, students will be: Placed int an equivalent curse withut having t pay any additinal fees fr the prtin f the curse they have paid in advance, r Refunded fr all fees paid in advance. Additinal Fees fr Re-assessment Fur assessments (being the initial assessment and then three re-assessments) fr the same criteria will be free f charge. There will be an additinal charge f $250 per Unit f Cmpetency fr further assessments. Fees fr Issuance f Replacement Certificates / Statements f Attainment A fee f $50.00 will be charged fr replacement Statements f Attainment, Certificates and / r Recrds f Achievement. 5. Guide t Training Curses will be custmised t reflect the industry area in which students are wrking. Opprtunities fr practice will be prvided t assist students t achieve cmpetency. Curses will be structured t allw flexibility in delivery and assessment. 6. Infrmatin regarding client / student supprt services FIOA will prvide supprt services t any student requiring assistance. Supprt can include (but is nt limited t): face-t-face meetings with the individual student face-t-face sessins with a grup f students cntact thrugh , scial media and phne Future Institute f Australia Pty Ltd Versin 2, September

4 mentring prvisin f samples and templates wrkplace supprt, eg. wrking with clleagues additinal resurces including links t relevant websites, articles and bks ther supprt strategies apprpriate fr the student wrkshps excursins (t ther venues) All clients will be encuraged t cntact the trainers and assessrs whenever supprt is required and will be prvided with cntact details. Supprt can be prvided in grups and / r ne-t-ne in rder t assist them t achieve the cmpetencies. Language, Literacy and Numeracy (LLN) FIOA recgnises many adult Australians d nt have the language, literacy and numeracy skills they need t effectively participate in vcatinal training and wrkplace cmmunicatin. Trainers / Assessrs will take int accunt the language, literacy and numeracy issues students may have and will make apprpriate adjustments t the training and assessment strategies t accmmdate these requirements. Students are asked t mentin any special requirements r needs at enrlment prir t the cmmencement f the training prgram and relevant assistance will be sught. 7. Guide t Assessment Infrmatin explaining the assessment prcess will be prvided at the cmmencement f the curse r during an interview fr RPL. Students are encuraged t ask questins f the trainer / assessr if they are unsure f anything in the literature. Students are required t sign a negtiated Assessment Plan indicating their agreement t the prcess and t the agreed cmpletin date. Assessments meet the agreed natinal assessment principles (including the recgnitin fr prir learning). If a student is assessed as Nt Yet Cmpetent by the trainer / assessr, the student will be given an pprtunity t undertake further training and they can undertake anther assessment. Students are allw three (3) re-assessments at n extra fees. Additinal assessment attempts will incur a fee fr service charge. FIOA reserves the right t cnsider any exceptinal circumstances that may arise. 8. Recgnitin f AQF qualificatins FIOA will recgnise any natinal qualificatin r Statement f Attainment issued by ther RTOs. The credential may be a Statement f Attainment fr specific Unit f Cmpetency r a cmplete qualificatin such as a Certificate r a Diplma with the Natinally Recgnised Training lg n the credential. NB: Recgnitin cannt be granted based n a Recrd f Results. The Certificate (as assciated Recrd f Results) r Statement f Attainment MUST be sighted. 9. RPL Prcesses FIOA ffers Recgnitin f Prir Learning (RPL) t all students, where apprpriate. RPL is a prcess f demnstrating whether r nt a candidate already pssesses the skills and knwledge t meet the standard required by a qualificatin r Unit/s f Cmpetency. Recgnitin mechanisms are develped based n the principles f validity, reliability, flexibility and fairness. It is a flexible assessment prcess that can vary with each individual applicant. The prcess typically invlves sme kind f assessment f existing skill and knwledge t determine the cmpetencies the candidate already has. The assessment is aligned with relevant types f supprting evidence. An applicatin is nt dependent n any ne type f evidence and is assessed as a cmplete package f evidence. Sme examples f pssible evidence culd include (but is nt restricted t): Practical demnstratins in the wrk place r simulated envirnment using vide / DVD r ther nline tls. Future Institute f Australia Pty Ltd Versin 2, September

5 Wrk samples r phts f wrk in a hard cpy prtfli r nline. Curriculum Vitae / resume, jb descriptins Assessment discussins References, Third Party reprts and ther supprt frm supervisrs Training / Qualificatin certificates and statements f attainment Perfrmance review reprts Statements f Attainment r Qualificatin will nt be issued until payment f the invice is received. The RPL fee will nt exceed $300 per Unit f Cmpetency. 10. Appeals and Cmplaints Prcess FIOA s clients and students have the right t ldge a cmplaint when they are dissatisfied with the training and / r assessment services that they have been prvided by FIOA r t appeal an assessment decisin where they feel they have been treated unfairly, discriminated against, r therwise dealt with in cntraventin f FIOA s Plicy and Prcedures Manual. FIOA will ensure that all cmplaints and appeals will be handled prfessinally and cnfidentially in rder t achieve a speedy reslutin. APPEAL - The fllwing prcedure will apply: 1. The candidate wishing t submit an appeal must d s by either: a. Sending either a letter r utlining their appeal t FIOA, r b. cmpleting the CA1a - Appeal Frm and submitting it t the Directr Operatins and Cmpliance (admin@futureinstitute.cm.au). 2. An appeal against an assessment must be submitted in writing and signed by the appellant within twenty-eight (28) wrking days f the date f the result ntificatin. 3. The dcumentatin shuld clearly state n what grunds the appeal is based and shuld include the evidence available t supprt the claim. 4. If ldging an appeal against an assessment decisin, the appellant must state the relevant assessment criteria r Unit f Cmpetency. 5. NB: Assessments meet the agreed natinal assessment principles (including the recgnitin fr prir learning). If a student is assessed as Nt Yet Cmpetent by the trainer / assessr, the student will be given an pprtunity t undertake further training and they can undertake anther assessment. Students are allw three (3) re-assessments at n extra fees. 6. All appeals are t be immediately tward t the Directr Operatins and Cmpliance. 7. All appeals must be recrded n CA 2 - Cmplaints and Appeals Register by the Directr Operatins and Cmpliance within 24 hurs f receiving the appeal. 8. The Directr Operatins and Cmpliance will discuss the issue with bth the appellant, the trainer /assessr and / r any ther relevant parties. The appellant may bring a supprt persn alng t the interview. 9. If the matter cannt be reslved in-huse FIOA will agree t the interventin f any qualified independent arbitratr t assess the appeal. The third party independent arbitratr will be mutually agreed by FIOA and the appellant, and may cme frm anther RTO r be an Australian Cuncil fr Private Educatin & Training (ACPET) representative. 10. The Directr Operatins and Cmpliance will prvide the student with the result f the appeal within seven (7) wrking days f the decisin being made. 11. All parties will receive written ntificatin f the result within ne week f the decisin being made. This will include: a. a written statement f the appeal utcmes b. the reasns fr the decisin. 12. FIOA t keep a signed cpy f written ntificatin f the decisin with all the ther dcumentatin. Future Institute f Australia Pty Ltd Versin 2, September

6 13. Details f the results f the appeal is t be recrded n CA2 Cmplaints and Appeals Register. 14. Any actins f imprvement identified during an Appeal prcess will be immediately recrded n the Cntinuus Imprvement Register (STA7) and actined within the agreed timeframe. COMPLAINT - The fllwing prcedure will apply: 1. The candidate wishing t submit a cmplaint must d s by either: Sending either a letter r utlining their cmplaint t FIOA, r cmpleting the CA1b - Cmplaint Frm and submitting it t the Directr Operatins and Cmpliance (admin@futureinstitute.cm.au). 2. A cmplaint must be submitted in writing and signed by the cmplainant within twenty-eight (28) wrking days f the incident / allegatin ccurring. 3. The dcumentatin shuld clearly state n what the cmplaint is abut and shuld include, where pssible, any evidence available t supprt the cmplaint. 4. All cmplaints are t be immediately tward t the Directr Operatins and Cmpliance. 5. The cmplaint must be recrded n CA 2 - Cmplaints and Appeals Register by the Directr Operatins and Cmpliance within 24 hurs f receiving the cmplaint. 6. The Directr Operatins and Cmpliance will discuss the issue with bth the cmplainant, the trainer /assessr, the staff member and / r any ther relevant parties. The cmplainant may bring a supprt persn alng t the interview. 7. If the matter cannt be reslved in-huse FIOA will agree t the interventin f any qualified independent arbitratr t investigate the cmplaint. The third party independent arbitratr will be mutually agreed by FIOA and the cmplainant, and may cme frm anther RTO r be an Australian Cuncil fr Private Educatin & Training (ACPET) representative. 8. The Directr Operatins and Cmpliance will prvide the student with the result f the cmplaint within seven (7) wrking days f the decisin being made. 9. All parties will receive written ntificatin f the result within ne week f the decisin being made. This will include: a. a written statement f the cmplaint utcme/s b. the reasns fr the decisin. 10. FIOA t keep a signed cpy f written ntificatin f the decisin with all the ther dcumentatin. 11. Details f the results f the cmplaint is t be recrded n CA2 Cmplaints and Appeals Register. 12. Any actins f imprvement identified during a Cmplaint prcess will be immediately recrded n the Cntinuus Imprvement Register (STA7) and actined within the agreed timeframe. All cmplaints / appeals will be attended t prmptly, cnfidentially (within the framewrk f the investigatin) and will be investigated impartially. At all times, apprpriate actin will ensure that rights f all parties will be respected. Hwever, if it takes mre than 60 calendar days t prcess r finalise an appeal r cmplaint, the Directr Operatins and Cmpliance will: Infrm the cmplainant r appellant in writing, including reasns why mre than 60 calendar days are required, and Regularly update the cmplainant r appellant n the prgress f the matter. 11. Wrk Health and Safety FIOA will prvide a learning envirnment that is safe, planned, regulated, and supprtive f the relevant legislatin. In ding, s FIOA will ensure a duty f care fr all persns invlved in any training and assessment activities r day t day activities f the business If yu bserve an unsafe act, yu shuld immediately raise the issue with the trainer / assessr and remve yurself (and thers) frm hazardus situatins. Future Institute f Australia Pty Ltd Versin 2, September

7 Each persn is individually accuntable and respnsible fr their actins that may impact n the safety f thers. Undertake all tasks in a manner which ensures yur wn safety and the safety f thers. Always bserve any directins in respect t Wrk Health and Safety. 12. Harassment, Victimisatin and Bullying / Participant Behaviur Students have the right t a learning envirnment characterised by mutual respect and equal pprtunity. Students have the respnsibility nt t engage in unsafe r inapprpriate behaviur. Where behaviur is deemed disruptive r unacceptable (as defined in FIOA s Plicy and Prcedures Manual), ne r mre f the fllwing disciplinary ptins may be taken depending n the severity f the situatin: The student may be asked t leave the training area r refused entry t a training area if behaviur is cnsidered disruptive r dangerus (either temprarily r permanently); A student may be withdrawn frm a FIOA training prgram by the Directr xx (after an investigatin is carried ut). The plice may be cntacted in cases f extreme r pssible criminal behaviur. Clients wh feel that they have been harassed r discriminated against must reprt the cmplaint t the Trainer / Assessr r the Directr f FIOA. 13. Privacy f Infrmatin and Access t Recrds FIOA accepts and is cmmitted t its bligatins under the Privacy Act 1998 (as amended by the Privacy Amendment, Private Sectr Act 2000 and its assciated 10 Natinal Privacy Principles). FIOA takes the privacy f ur students very seriusly and we will cmply with all legislative requirements. We will cllect persnal infrmatin which is required fr the purpse f delivering training and assessment services and fr issuing natinally accredited qualificatins. As required by law and ur gverning bdies, FIOA may need t make students infrmatin available t thers, such as the Australian Gvernment, States, and Territry. When cmpleting an Enrlment Frm, students give their permissin t disclse their persnal infrmatin t these bdies. FIOA will take all steps t ensure accuracy and cmpleteness f persnal infrmatin and will update any changes r crrect persnal infrmatin at the written request f an individual. FIOA will take all reasnable steps t prtect the security f the persnal infrmatin held, be it stred in electrnic r hard cpy frm. All persnal infrmatin is stred in-huse r archived in secure strage. FIOA will prvide students with cpies f their recrds when requested by students in writing. The student s signature must be witnessed by a third party. N infrmatin regarding the student will be prvided t third parties withut the written cnsent f the student, ther than stated abve. 14. Evaluatins and Feedback FIOA is cmmitted t prviding students with a high level f client service as this is the key t ur success. Satisfied clients and students will result in repeat business and successful achievement f ur quality gals. When the training is cmpleted, FIOA will ask students t prvide feedback regarding the services they have received frm FIOA. Future Institute f Australia Pty Ltd Versin 2, September