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Student Handbook
National Certificate Assessors Pty Ltd Student Handbook RTO No. 21338
National Certificate Assessors RTO NO. 21338 Student Handbook Version 2.1 Page 1 of 37
National Certificate Assessors
WELCOMES YOU TO OUR TRAINING COMPANY
OUR VISION • Flexibility • Communication • Continuous Improvement • Customer Service
OUR MISSION “TO PROVIDE HIGH QUALITY SERVICE BY MEETING CUSTOMER NEEDS AND EXPECTATIONS” • To provide high quality training to customers • Listen to customers’ needs • Provide a service of understanding at a profit • Feedback • To provide high quality service in: Meeting key stakeholder’s needs and expectations through consultation
SITE CONTACT DETAILS Head Office
Suite 1, Langhorne Street, Dandenong VIC 3175 T: 03 95467259 E: info@ncainstitute.com.au Site Operating Hours: Monday to Friday 9am – 5pm Saturday Closed
Sunday Closed
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Welcome
Welcome to National Certificate Assessors. Thank you for choosing NCA as your preferred
destination to achieve your desired Vocational Education and Training (VET) outcomes. We look
forward to assisting you in achieving your goals and making your educational experience both
practical and valuable.
NCA endeavours to offer you quality education in line with industry requirements leading to
employability skills. This handbook is designed to acquaint you with NCA’s training environment and
provide you with information to assist you in commencing and achieving a quality training outcome.
Please take the time to read your student handbook as it contains important information regarding
your training program.
About NCA
NCA is a Registered Training Organization (RTO ID No. 21338) offering nationally accredited
programs in transport and construction Industry. NCA offers a wide array of innovative programs to
help meet the needs of students and communities in Victoria. National Certificate Assessors aims to
be a leader in teaching excellence –we’re proud of our faculty, staff and students and the detail we
give to our courses to ensure they reflect the most current industry needs.
National Certificate Assesors Advantages
Academic Excellence
At National Certificate Assesors we aim at:
Student commitment to quality learning;
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Fostering the ideal that education is a life-long process leading to the understanding of self and the world;
Developing our students to think clearly about issues of importance in our modern world; and
Student sense of integrity in their studies and approach to life.
Personalised Service
National Certificate Assesors offers:
A caring and safe study environment;
A friendly environment in which students and staff are encouraged to help and support each other;
Personalized attention from teaching staff; and Out of class assistance in a wide variety of areas to help students with their
studies.
Highly Qualified Staff
National Certificate Assesors employs trainers who are:
Very well-qualified ensuring a high standard of instruction across the curriculum;
Highly experienced and have worked for many years in their profession; and
Very familiar with industry needs enabling our staff to deliver practical courses increasing student opportunities to find good employment in their chosen area of study.
Client Focused
Our programs and services have been developed from what our clients really need. Since our
inception, we have listened to our client’s needs and goals and set out to assist them in achieving
these with a no fuss, realistic approach.
Flexible and Adaptable
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We evolve and continually improve our training abilities in order to adapt to change. At NCA growth
and change are promoted. We are small enough to absorb change and continue a dedicated,
personalized and friendly service to our clients.
Our Responsibility to You
To develop a learning environment which is positive, safe, encouraging and accepting of individual differences.
To embrace all competencies and learning outcomes.
To provide you with accurate information about your progress and skill development.
To provide a learning environment that is enjoyable and ensures success for all.
To ensure all clients are treated as mature learners.
A commitment to providing up to date, current, relevant information in a manner that suits individual and group learning.
To recognize qualifications issued by other RTOs.
To ensure all operations and practices follow the principles of Access and Equity.
To provide learning environment free of harassment and discrimination.
Your Responsibility to Us
To attend training sessions regularly and on time.
To act appropriately during the program and respect the rights of other clients and staff.
To communicate any concerns which you may have about your learning outcomes to your trainer or to follow the NCA appeals process.
To let the trainer know of any learning needs that you may require assisting you to successfully complete your training.
To participate in activities to promote your learning.
To complete any task set in an orderly and mature manner within the specified time frame.
To contact NCA if unable to attend training.
GENERAL COURSE INFORMATION
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Marketing
National Certificate Assesors will market its vocational education and training products with
integrity, accuracy and professionalism, avoiding vague and ambiguous statements. In the provision
of information, no false or misleading comparisons will be drawn with any other provider or training
program. National Certificate Assesors will not state or imply that training programs other than
those on their scope of registration are recognised by the Victorian Registration and Qualifications
Authority.
Clients Recruitment and Selection
Recruitment for all courses conducted by National Certificate Assesors will be conducted in an
ethical and responsible manner, consistent with the principles of Access and Equity. At
commencement of training any special needs will be identified.
Enrolment
Before commencement of the training program, enrolment forms are completed. The enrolment
forms are kept in a clearly marked folder and stored in a secure cabinet. All information provided on
enrolment forms will be treated in accordance with our Confidentiality and Privacy Policies. At
enrolment, all fees will be paid (unless prior arrangement) and a receipt will be given.
Induction/Orientation
At the first session the trainer will discuss the student handbook information with each client. The
trainer will discuss and answer questions relating to any queries concerning the forthcoming training
and assessment.
The following areas will be covered:
What is National Certificate Assesors?
What is Competency Based Training Assessment?
Certificates – What will it lead to?
Recognition of Prior Learning.
Complaints and Appeals procedure
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Competency Based Training
Our training programs are based on the principles of Competency Based Training. Competency
Based Training is aimed at providing learners with the knowledge, understanding and skills to
demonstrate competence against nationally endorsed industry standards.
Some of the common training terms you will come across are described below:
Competency is a broad concept that describes a person’s ability in a range of areas. Competency
covers:
Task skills (performing individual tasks)
Task management skills (managing a number of different tasks within a job)
Job or role environment skills (dealing with the responsibilities and expectations of the workplace)
Competency Standards reflect your knowledge and skill and the application of your knowledge and
skill to the performance standard required in the workplace. Standards are developed by industry
parties, based on the organisation of work, and are expressed in terms of workplace outcomes.
These standards are regularly reviewed to ensure their continuing relevance to the workplace.
Assessment means the process of collecting evidence and making judgments on whether
competency has been achieved to confirm an individual can perform to the standard expected in the
workplace, as expressed in the relevant endorsed industry/enterprise competency standards or the
leaning outcomes of an accredited course. The objectives of assessment process are:
To confirm that you have acquired the competencies identified in the endorsed Unit of Competencies; and
To demonstrate that you are competent to the agreed industry standard.
Assessment methods Our assessment methods need to be valid, reliable, fair and flexible. Our
trainers will work with you to find the best methods in which you can demonstrate your
competence in the areas required. Assessment methods may include but are not limited to:
Observation;
Practical demonstration;
Case studies;
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Projects & Assignments;
Verbal questioning;
Multiple choice questions;
Role plays;
Simulations;
In keeping with the principles of competency based assessment, the determination of competence
will be made on an aggregate of evidence, rather than on isolated assessment activities or events.
Students are assessed as either “competent” or “not yet competent” relative to the required
performance standard; students are not graded by percentage marks or ordered grades (A, B, C …)
nor are student’s marks normalised across the program group.
“Formative” assessment is the term used to describe in-course assessment that delivers feedback to
the student on how they are progressing and how they can better perform a task. Research shows
that the use of formative assessment, also known as “assessment for learning” within training
programs is the most effective means of training adults.
At the end of the training period for each unit of competency, and after undertaking formative
assessment activities students are required to demonstrate competence by the final performance of
“Summative” Assessment which take many forms ranging from performing tasks under observation
by the assessor through to completing written assignments
Workplace Training, this is training that is undertaken in the workplace and may include structured
training and/or assessment, observation of work practices, case study or completion of work tasks.
Reasonable Adjustment
There is a range of legislation and policies which promote access and equity within the national VET
system. In keeping with these policies, assessors need to ensure that candidates are not
disadvantaged in the assessment process due to cultural or language background, age, religion,
gender or disability.
Assessors need to be aware of the ways in which candidates can be disadvantaged in the
assessment process and what steps can be taken to ensure that assessment policies and practices
take account of individual needs.
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Reasonable adjustment means that whilst carrying out the assessment process it is necessary to
take into account the special characteristics of the candidate while ensuring the validity and
reliability of assessment decisions.
Adjustments are considered ‘reasonable’ if they do not impose an unjustifiable hardship upon the
RTO or employer. In determining whether an adjustment would impose unjustifiable hardship, the
following factors should be taken into account:
The nature of the benefit or detriment likely to be experienced by the person
concerned. The effect of the disability or disadvantage on the person concerned. The financial circumstances and the estimated amount of expenditure required
to be made by the organization claiming unjustifiable hardship.
Adjusting the assessment process may normally involve varying the procedures for conducting
the assessment. For example:
Allowing additional time to complete tasks. Extending deadlines for assignments. Varying the venue, date or times for assessment. Varying the evidence gathering techniques (i.e. using an assignment instead of
an Exam or a test, oral rather than written questioning, short answers instead of multiple choice and varying question and response modalities).
Delivery
Workplace Based Training:
We will deliver this course using an Train - Assess method, which involves the following:
An assessor from National Certificate Assesors will arrange a time to meet with each student, and tailor their program to suit their current employment (in line with the Training Package requirements)
Students will progressively undertake a formative assessment in each unit. After assessing the unit, the assessor will make a decision in regards to student readiness for assessment. If a student is deemed ready for assessment, they will
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undertake summative assessment. Once they are have demonstrated competency, they will then progress onto the next unit and repeat these steps.
In the event that a student is not deemed ready for assessment during the formative assessment, or does not demonstrate competency in the summative assessment, National Certificate Assesors will deliver customised training that is aimed at the students identified competency gap. Training and assessment is based on a workplace based training model
o Each student will be trained and monitored by our workplace trainer / assessors, with a minimum of monthly visits to their workplace. Workplace training may be undertaken one-on-one or in small groups.
o Tasks will be set for each student that relate to the course structure and their job for practice and formative assessment (by the trainer)
o Participants are expected to attend all scheduled training sessions o All tuition will take place on the client’s premises.
Once a student has received their gap training, a time will be arranged to conduct their final summative assessment. Summative assessments given to participants will occur in set tuition time (observational based assessments) and outside set tuition time (project based assessments). All on the job assessments will be observed by a supervisor. Employers will provide supervisor feedback - and this will be used as supplementary evidence
These summative assessments will be arranged after the completion of both formal and on the job learning opportunities. During the practical sessions, enough time is allocated to students to perform the required tasks, practice their skills, reinforce their knowledge and prepare themselves for the practical assessments.
Each student will have an allocated workplace mentor, along with a structure of duties that they must undertake in their workplace. This list of duties will be negotiated with the student, employer and trainer - and contextualised to the organisations requirements.
Each workplace mentor must be suitably experienced. We will provide full assistance to each mentor to ensure our students are receiving the best vocational experience possible.
Throughout the course, each student will also have direct contact to their unit trainer, who will be available to assist at all times.
Private / Out of Class Study - Students may need to allocate few hours of self study time per unit of competence to complete set activities and any associated review questions to enhance their understanding. This time is in addition to the structured supervised hours of training. (The trainer will inform the students
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about the minimum number of hours they need to put in for individual units to meet the nominal hours for the unit)
Telephone support from 9am to 5pm Monday to Friday from qualified staff employed by National Certificate Assesors.
Recognition of Prior Learning (RPL)
RPL is a process that is used to assess one's prior work experience and prior formal or informal
study against a nationally recognised qualification. Work experience can include on the job learning.
Prior formal study includes TAFE or university courses, while informal study includes attendance at
conferences and workshops as well as internal non-accredited training.
What is RPL?
RPL is a form of assessment that acknowledges skills and knowledge gained through:
Formal training conducted by industry or education
Work experience
Life experience
The main principle of RPL Focuses on the outcomes rather than when or where the learning
occurred. Evidence of competency is collected by the student and submitted to the nominated
assessor and assessment is made based on the required industry standard within the relevant
training package unit of competency
How does RPL work?
If you decide to apply for RPL, you will be asked for detail records of your experience, employment,
training etc which may be relevant. Part of the process requires you to conduct a self-assessment of
each performance criteria. Most importantly, you will need to provide evidence against each of the
performance criteria in a unit of competency (i.e. evidence that you have the skills and knowledge
outlined in the performance criteria). You will then have an interview with your trainer who will go
through your evidence portfolio with you.
Applicants who are able to provide satisfactory evidence that they have achieved the required unit
of competency or competencies may progress through the course with an exemption for the RPL
units.
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The following may assist you in the collection of evidence and the different types of evidence that
you might collect.
Types of Evidence
Certifications Industry workshop certificates of completion or attendance
Direct demonstration/
Performance of a task, or range of tasks, either in the workplace or in a simulated work environment, witnessed directly by an assessor
Indirect demonstration
Use of photographs, videos, etc. showing performance of task when the assessor cannot be present
Products Models, items, objects that have been made, fixed or repaired by the candidate
Workplace documents
Rosters, budgets, reports, standard operating procedures developed by the candidate
Questions - written
Asking the candidate about real or hypothetical situations check understanding, task management and contingency management skills.
Assignments Projects, reports, essays, etc. relevant to the LLN requirements of the unit of competency
Third party reports Documented and verified reports from supervisor, colleague, subject expert, trainer or others
Self-assessment A candidate’s personal statement on their performance generally sufficient in isolation)
Simulation Simulated activity to accommodate difficult to demonstrate criteria e.g. emergencies, contingencies, difficult behaviours etc.
Portfolios Collections of evidence compiled by the candidate
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RPL Process
RPL must be applied for within 14 working days but the college would prefer the application to be filed before the enrolment to a course.
RPL applications are made using the student RPL application form to collect general information about the applicant’s background.
Prior to the RPL application being completed and accepted, we will provide the RPL applicant with access to the relevant units;
Prior to the RPL application being completed and accepted, A trainer / assessor from our college will meet with the RPL applicant to:
o Explain the RPL process to the applicant; o Review the units the applicant is considering applying for; o Review the evidence the applicant has to support the RPL application;
and o Provide advice to the applicant on how to collect and present evidence to
support their application.
The student RPL application form must then be completed and forwarded to the Training and Administration Coordinator.
A copy of the student RPL application form and all verified supporting documentation will be placed on the student file.
In a situation, where the applicant applying for RPL and is unable to provide sufficient evidence, the applicant has to undertake all the tasks/assessments for the unit(s) of competency he is applying the RPL for. If these tasks are granted competent, it will be considered as an evidence for RPL application
A trainer / assessor from our College will review the RPL application and advise the RPL applicant which units they consider RPL is applicable to and the reason why.
The RPL applicant will be given an opportunity to amend their RPL application if they so choose.
Whatever the trainer / assessor from our College advice is, it is entirely the applicant’s decision as to which units they will submit an RPL application for.
Once the RPL application has been reviewed and finalised the College will appoint qualified assessors to:
o Arrange the RPL assessment schedule with the applicant; o Conduct the RPL assessments by:
using the evidence of competency provided by the applicant, and matching the evidence against the unit elements, performance criteria, skills, knowledge, range statement and evidence guide;
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identify areas of competency which in the assessors opinion are met by the evidence provided;
identifying competency, knowledge or skill gaps in the evidence provided by the candidate and providing guidance and an opportunity for the candidate to supply additional evidence of competency;
Using components of the College assessment tools to provide evidence of competency where gaps still remain. The components of the College assessment tools to be used in this step will be determined by the remaining gaps in competency identified by the assessor.
o Ensure the Principles of Assessment and the Rules of Evidence are followed in undertaking the RPL assessments;
o Complete the assessment forms for each unit; o Provide feedback to the applicant for each assessment outcome; o Complete and sign the Student RPL application form indicating the
assessment outcome for each unit; o Advise the Student Administrator of the outcome of the RPL assessment
application. Further information or an interview with the student may be required before evaluation of the application is completed.
Students will be advised promptly of the decision.
RPL application documentation, assessment processes and outcomes will be placed in the applicants file.
Granting of RPL will be recorded as a unit outcome in the students file.
Student’s individual training plans will be adjusted to reflect any RPL granted.
Students may use our College appeal procedures if dissatisfied with the outcome of their RPL applications within 14 days of receiving the RPL outcome.
Credit Transfer: Recognition of formal qualifications
Students may have partially satisfied the competence requirements of a NCA Training Program by
having completed comparable vocational or academic study at another institution. “Mutual
recognition” is a central component of the Australian Quality Training Framework. Mutual
recognition ensures that all qualifications issued by other registered training organisations to
students enrolling with NCA are recognised. Nationally endorsed Training Packages and AQF
accredited courses are subject to mutual recognition.
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If you are seeking mutual recognition and/or credit transfer for AQF qualifications and/or
statements of attainments awarded by another registered training organisation, you must;
Complete NCA’s Credit Transfer Application,
Provide a certified copy of the qualification or statement of attainment, or Provide original documents.
NCA may seek to validate the AQF qualification and/or statement of Attainment presented for
mutual recognition by contacting the issuing registered training organisation.
Where NCA is satisfied with the evidence supplied, you will be granted credit transfer for the unit of
competencies that you have already successfully completed.
Evaluation/Feedback
Throughout the duration of the course there will be scheduled intervals for evaluation and feedback.
You are encouraged to provide constructive information that will assist us in further development of
the course. All feedback is treated confidentially.
Support Services
All clients will be made aware of support services and accessibility issues.
Wherever possible, modified facilities and resources will be provided to assist clients with specific
disabilities.
Where required, additional support and assistance can be obtained or will be outsource to
appropriate local welfare and guidance support services
Learning and Assessment Support
We aim to identify and address learning needs of all students. We will use the information you
provide in the enrolment procedure and during training to best design training and Assessment
strategies to suit your needs.
Students are encouraged to express their views about learning needs they may have during the
entire Program. We recognise that many people have reading, writing or other learning difficulties
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or needs. If you have learning difficulties or needs, we encourage you to talk to us. We will support
you as best as we can with the goal of successfully progressing you through your course.
Learning needs may relate to:
Recognition of Prior Learning
Learning Styles
Intellectual or Physical disabilities
Language, Literacy or Numeracy
Cultural or ethnic background
Socio economic factors
Language Literacy and Numeracy
We understand that training includes Language Literacy and Numeracy (LL&N) tasks which many
people may have difficulties with. As part of your enrolment you will be required to fill out and LL&N
assessment. This will help us identify any LL&N needs you may have and provide appropriate
support or refer you to external organisations providing courses to improve LL&N.
Where LL&N competency is essential, every effort will be made to ensure that student is adequately
supported. Examples of the types of support that we can offer include:
Language
Presenting only small amounts of information at a time
Speaking clearly, concisely and not too quickly
Giving verbal instructions in a logical sequence
Encouraging students to ask questions
Asking questions to students to ensure they understand questions
Literacy
Providing students with only essential tasks
Providing examples of completed tasks
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Ensuring all documents are written and formatted in plain English
Using clear headings, highlighting certain key words and providing explanations of technical
terms used
Numeracy
Asking students to identify in words what the exact problem is and explaining how they
might solve it
Showing students how to do calculations/measurements through step by step instructions
and through examples of completed calculations
Encouraging the use of calculator and explaining how to use it
Support for Personal Problems
From time to time everyone faces problems in life that are difficult to resolve. These problems can
be distracting for students to progress through their qualification. If you are feeling concerned about
issues that you cannot overcome, please discuss with your trainer or National Certificate Assesors
Staff so that they can assist you or refer you to specialist help. Support provided by NCA will be
treated confidentially.
Safety
NCA is concerned in the well-being of its employees and clients and takes every precaution to
ensure safety standards are followed. You can help prevent accidents by reporting hazards to your
Manager. You must observe these safety rules at all times:
Be aware of emergency and exit locations.
Keep floors clean and free of unnecessary rubbish
Clean up spills immediately
Report any injury to your Manager
Never clean or move electrical equipment unless it is unplugged.
If you are injured, report the accident immediately.
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Access and Equity
National Certificate Assesors is committed to affecting change that promotes equality of opportunity
for all. The Access and Equity Policy is guided by the following principles:
that all staff and students have a right to equality of opportunity
that there is recognition of, respect for and promotion of diversity within our community
that there is encouragement of initiatives to affect change
that while some people clearly need our advocacy, we support and encourage people on the journey of self-determination and self-advocacy (empowerment)
that everybody has a right to participate in decisions that affect their lives
The RTO ensure that the structures and practices of National Certificate Assesors are in line with
state and national legislation regarding all areas of Equal Opportunity, including sex discrimination,
racial discrimination, disability discrimination and Equal Opportunity for women in the workforce, in
particular by supervising the incorporation of the principles of state and national legislation into
National Certificate Assesors policy. National Certificate Assesors also refers to the Access and
Equity policy when complying with VRQA guidelines.
Access to Records
Student Access NCA acknowledges that NCA must ensure students have timely access to current and accurate records of their participation and progress. The organisation will ensure, either through electronic or hard copy documentation that students can access:
Course information;
Marketing materials; and
Handbooks and other Policy Documents.
Once a student has completed a, ‘access to record request form’, NCA will generate and provide a report including the following:
1. Student Name; 2. Courses Enrolled; 3. Courses Completed; 4. Courses Not Completed; and
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5. Certificate of Attendance, Statement of Attainment, our Qualification Issued NCA reserves the right to charge a fee to cover the cost of verifying an application and locating, retrieving, reviewing and copying any material requested.
Other Access NCA will ensure that students are aware that the RTO may disclose – within the bounds of relevant legislation – personal information, including sensitive information, held about a student to:
State, Territory, or Federal Government Departments;
Medical practitioners;
People providing services to the RTO, including specialist visiting trainer lecturers; and
To anyone whom the student authorizes the RTO to disclose that information.
Privacy Policy
The RTO ensures that it respects the privacy of students, prospective students and employers by
implementing the National Privacy Principles.
The National Privacy Principles (NPPs) in the Privacy Act (Privacy Amendment (Private Sector) Act
2000) sets out how private sector organisations should collect, use, keep secure and disclose
personal information. The principles give individuals a right to know what information an
organisation holds about them and a right to correct that information if it is wrong.
The RTO ensures that it operates consistently with the National Privacy Principles and only collects
the personal information that is necessary for the conduct of our business, and that we will use that
information in the manner for which it was intended.
Students will have access to all information we hold on them, and we will store and use the
information appropriately and limit access to only those who have a legal reason to have access to
that information, or whom the student has given permission.
Student information will not be provided to anyone else unless we have the permission from the
student or are specifically allowed or required to provide the information by law.
Policy
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Information about fees and charges
National Certificate Assesors protects the fees that are paid in advance by students.
National Certificate Assesors does not require a student to ever pay more than $1500
in advance for services not yet provided, either prior to course commencement or at
any stage during their course. Fees will be paid off during the course in instalments
according to a set payment plan.
Fee information relevant to a course is outlined in detail on the statement of fees as well
as the RTO’s website.
Fee information includes:
All costs for the course including any materials fees or levies
Payment terms
Fees for Skills First programs in line with the Department’s Guideline about Fees.
Students have the right to a ‘cooling off period’ if they signed up to a course as a result of
tele-marketing or door-to-door sales. The cooling off period is 7 days from the date they
signed their enrolment form. To exercise this right, the student must notify our office in
writing within 7 days of enrolment.
Fees and charges for Skills First students
Tuition Fees
Tuition Fees for Skills First government-funded students are set in accordance with the
Guidelines about Fees issued by the Department each year. Tuition fees will be based
on a set rate per nominal hour in a student’s course. Tuition fees may or may not be
applicable to a course.
Tuition Fees will not be charged for any units that have a Credit applied.
For some courses, a Materials Fee applies which is additional to the Tuition Fees.
Students cannot receive their text books and materials until this is paid. Students can
also buy material or text book from outside.
Course fee inclusions
Course and tuition fees include:
All of the training and assessment required for students to achieve the qualification or
course in which they are enrolling within the attempts allowed. However, in the case of
re-assessment, where a student fails to achieve a satisfactory outcome after three
attempts at an assessment task, an additional fee may apply for additional training
and re-assessment. This fee is outlined on the Student Agreement.
Course fees do not include required text books and learning materials. Textbooks can
either be purchased from National Certificate Assesors or external textbook providers
as indicated on the Student Agreement.
Issuance of one set of certification documents including the testamur (certificate) and
record of results and/or a Statement of Attainment (in the case of withdrawal or partial
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completion). Re-issuance or additional copies of these documents will attract a fee of
$100 per document.
Course and tuition fees do not include:
Any optional textbooks and materials that may be recommended but not required to
complete a course.
Replacement textbooks if original copies are lost or misplaced. Costs for replacement
textbooks are outlined on the Student Agreement.
Stationery such as paper and pens.
Re-assessment if required, as outlined above.
Re-issuance of AQF certification documents – a cost of $50 per document applies.
National Certificate Assesors cannot guarantee that students will successfully complete
the course in which they enrol regardless of whether all fees due have been paid.
Payments
Payments can be accepted by electronic transfer
Students who are experiencing difficulty in paying their fees are invited to call our office to
make alternative arrangements for payment during their period of difficulty.
National Certificate Assesors reserves the right to suspend the provision of training
and/or other services until fees are brought up to date. Students with long term
outstanding accounts may be withdrawn from their course if payments have not been
received and no alternative arrangements for payment have been made.
Refunds for fee-for-service students
A full refund of any fees paid (including the deposit) will apply where a student
withdraws or cancels their course in writing within the cooling off period. The cooling
off period is 7 days and applies from the date of first enrolment or sign-up.
A full refund of any fees paid (including the deposit) will apply if National Certificate
Assesors is required to cancel a course before it commences due to insufficient
numbers or for other unforeseen circumstances.
In the unlikely event that National Certificate Assesors or any third parties responsible for
delivering training and assessment on its behalf, is unable to deliver the course or any
portion of the course as promised, the student will be issued with a refund for the course
or portion of course that was not provided. This includes the following situations:
Where National Certificate Assesors or any third parties delivering training and
assessment on its behalf ceases to operate.
Where National Certificate Assesors ceases to deliver the course in which a student
is enrolled and the agreement is terminated.
Where National Certificate Assesors needs to make a change to the terms of the
student agreement (such as the way the course is delivered or conditions of
enrolment) and a new agreement cannot be reached with the student to account for
changes.
In any of the above situations, National Certificate Assesors will automatically conduct a
refund assessment of all affected students and issue the refunds due accordingly. In
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these cases there is no need for a student to make an individual application for a refund.
Refunds will be issued within 28 business days.
Students who withdraw from a course may seek a refund or a reduction in fees owing by
making an application for a refund in writing using the Application for Refund Form. The
application must include the details and reason for the request. Students who have not
completed a Withdrawal Form are not eligible for consideration of a refund or reduction in
fees.
The refund assessment will be based on reviewing the services provided to the student
and the costs incurred by National Certificate Assesors to provide those services.
The outcome of the refund assessment will be provided in writing to the student’s
registered address within 28 business days, outlining the decision and reasons for the
decision along with any applicable refund or adjustment note. Refund decisions can be
appealed following our Complaints and Appeals Policy and Procedure.
A student not achieving the qualification or unit/s in which they enrolled due to exhausting
their attempts at assessment, does not entitle the student to a refund.
RPL application fees are non-refundable.
Recording and payment of refunds
Refunds will be paid to the Fee Payer, the person or organisation that made the original
payment.
Refund assessments can be appealed following our Complaints and Appeals Policy and
Procedure.
Records of refund assessments and issuance of refunds will be stored securely on the
student’s file and in our accounts keeping system.
NCVER Student Survey
Students may be contacted by the National Centre for Vocational Education and Research (NCVER)
and asked to participate in a survey evaluating their training experience with NCA.
Code of Conduct
All clients are responsible for acting and ensuring others act in accordance with Occupational Health,
Safety and Environmental laws, regulations and policies at all times. Treat others with dignity and
respect, and are honest and fair and ensure that our behaviour is beyond reproach.
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Use National Certificate Assesors’s property responsibly and safely.
Remember that we are accountable for our actions and responsible for their consequences.
Harassment
National Certificate Assesors aims to provide a learning environment free of harassment and
discrimination and to protect the safety and wellbeing of individuals. No person shall be directly or
indirectly disadvantaged due to his or her sex, race, pregnancy, political or religious belief, disability,
age, marital status, parental or carer status, physical features, personal association, sexual
preference, or being from a non-English speaking background.
Any person who feels that they are is being sexually harassed or discriminated against should advise
the other party that the conduct is inappropriate, offensive and must cease. If it continues the
person has the right and is encouraged to make a complaint, which will be treated seriously,
sympathetically and confidentially. Action will be taken to stop the harassment or remedy the
discrimination.
If a complaint of sexual harassment is substantiated against any individual person, the person may
be disciplined. If the behaviour does not change, the complaint can be brought to the attention of
the Operations Cordinator of National Certificate Assesors, who will deal with the matter.
The person may be unaware that their behaviour is upsetting and discussing the situation amicably
may clear up any misunderstanding. If the harassment or discrimination continues, assistance
should be sought or a formal complaint should be made. Any necessary investigation will be carried
out in an impartial manner.
Bullying
Bullying is inappropriate behaviour aimed to demean and humiliate others, either as individuals or as a group. Examples of bullying behaviour include:
Manipulation;
Intimidation;
Belittling remarks;
Persistent criticisms, nit picking or fault finding;
Verbal and/or physical abuse;
Isolation from colleagues;
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Withholding information; or
Setting unrealistic targets.
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Plagiarism & Cheating
What is plagiarism?
Specifically, plagiarism is:
presenting other people's designs and images as your own work;
submitting work as your own that someone else has done for you; copying phrases and passages word-for-word without quotation marks and
without a reference to the author; this includes but is not limited to books, journals, reports, theses, websites, conference papers and course notes; or paraphrasing an author's work and presenting it without a reference.
When to Reference
You must provide a reference whenever you quote, paraphrase or summarise someone else’s ideas,
theories or data. You must also reference any graphic information you use. Some of the sources you
will need to reference include:
books or chapters in books
journal or newspaper articles
conference papers
films or television programs
personal communications like emails, interviews or letters
Electronic sources such as web pages, journal articles from online databases, or Usenet groups.
What is cheating?
Cheating is:
copying any part of another students' work;
submitting items of assessment that are written in conjunction with other students;
submitting a piece of work has already been submitted for assessment in another course;
sharing or copying an assessment, test or assignment; or,
Doing someone else's assessment, test or assignment.
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Consequences
NCA’s policy regarding students implicated for plagiarism or cheating may include: repeating the
entire unit, suspension from the course and possible cancellation from your course. All plagiarism
and cheating is viewed seriously by NCA,
Authentication of Assessment
Regrettably, some students do submit work that is not their own. To preserve the validity of NCA
course awards for all students NCA maintains a continuous surveillance process to ensure student
work submitted is authentic. Consequently, during the course of your training program an NCA
Assessor may contact you regarding assignment work that you have submitted. The purpose of this
contact is to validate that the work you have submitted is your own. This validation will consist in
the Assessor questioning you on the content of your submissions. In the event your work cannot be
authenticated you will be required to resubmit the work for assessment or the matter may be
referred to NCA Disciplinary committee. Students failing to co-operate with the Assessors
reasonable requests will be automatically referred to the NCA Disciplinary committee. Where a
student’s work has not met NCA’s authenticity requirement to the satisfaction of the Assessor the
student is entitled to appeal the decision. See “Complaints & Appeals”.
Copyright
All material provided to you, or to which you are provided access are made available by NCA under
the provisions of the Commonwealth of Australia Copyright Act 1968. NCA provides this material
only for fair use by you in the course of your training. You are not permitted to copy, store,
distribute, pass-on, broadcast or in any other way use this material without the express written
permission of the Copyright holder. Breaches of copyright will attract disciplinary proceedings
(including possible expulsion) and may also attract criminal and civil proceedings under the Act.
STUDENT CANCELLATION
Students wishing to withdraw their enrolment must complete a withdrawal form
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All documentation for the cancellation will be kept in the student admin file
If the student decides to return to National Certificate Assesors and continue studying the
course, students must complete the enrolment process again and a new training plan will
need to be put in place with the correct start and end date of the course. Both the student
and the trainer will need to sign the new training plan.
Academic Misconduct
The following gives an indication to the types of behaviour that constitute ‘Academic Misconduct’
within National Certificate Assesors:
Examinations
Students must not help or receive assistance from other students
Students must not request the loan of or lend materials or devices to other students
Students must not bring any materials into the examination room other than those
specified for that examination
Students must not use computer software or other devices during an examination other
than those specified.
A student may be excluded from a final examination in a unit for any of the following reasons:
failure to meet unit requirements, for example non-submission of assignments or failure to
attend class or mid-semester tests
academic misconduct
general misconduct (see below)
Other assessment tasks
Students must not copy or paraphrase any document, audio-visual material, computer-
based material or artistic piece from another source except in accordance with the
conventions of the field of study
Students must not use another person’s concepts, results or conclusions and pass them off
as their own
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In cases where the assessment task is intended to be individual work not group work,
students must not prepare an assignment collaboratively and then submit work that is
substantially the same as another student’s assessment.
Students must not ask another person to produce an assessable item for them.
General Misconduct
General misconduct is where a student:
Acts dishonestly;
Harasses other students or staff;
Interferes with students or staff;
Prevents or disrupts learning;
Disobeys/fails to comply with contractual or legal requirements;
Misuses, damages or steals a National Certificate Assesors’s property or the property of
others;
Alters/defaces National Certificate Assesors documents or records;
Prejudices the good name of National Certificate Assesors, or otherwise acts in an
improper manner.
The following examples indicate the kinds of behaviour which constitute student misconduct. They
are for illustrative purposes and are not intended to be exhaustive. Student misconduct occurs when
a student:
contravenes any rules or acts;
prejudices the good name or reputation of National Certificate Assesors;
prejudices the good order and governance of National Certificate Assesors or interferes
with the freedom of other people to pursue their studies, carry out their functions or
participate in the life of National Certificate Assesors;
fails to comply with conditions agreed in the contract;
wilfully disobeys or disregards any lawful order or direction from National Certificate
Assesors personnel;
refuses to identify him or herself when lawfully asked to do so by an officer of National
Certificate Assesors;
fails to comply with any penalty imposed for breach of discipline;
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misbehaves in a class, meeting or other activity under the control or supervision of
National Certificate Assesors, or on National Certificate Assesors premises or other
premises to which the student has access as a student of National Certificate Assesors;
obstructs any member of staff in the performance of their duties;
acts dishonestly in relation to admission to National Certificate Assesors;
knowingly makes any false or misleading representation about things that concern the
student as a student of National Certificate Assesors or breaches any of National
Certificate Assesors rules;
alters any documents or records;
harasses or intimidates another student, a member of staff, a visitor to National Certificate
Assesors, or any other person while the student is engaged in study or other activity as a
student, because of race, ethnic or national origin, sex, marital status, sexual preference,
disability, age, political conviction, religious belief or for any other reason;
breaches any confidence of National Certificate Assesors;
Misuses any facility in a manner which is illegal or which is or will be detrimental to the
rights or property of others. This includes the misuse, in any way, of any computing or
communications equipment or capacity to which the student has access at or away from
National Certificate Assesors premises while acting as an National Certificate Assesors
student, in a manner which is illegal or which is or will be detrimental to the rights or
property of others;
steals, destroys or damages a facility or property of National Certificate Assesors or for
which National Certificate Assesors is responsible; or
is guilty of any improper conduct.
Provider Cancellation
In some cases where the student’s misconduct is severe, National Certificate Assesors has the right
to cancel the enrolment.
Where the CEO has decided the misconduct is severe enough for cancellation the following
must occur:
o The student will be informed in person (where possible), and in writing of the
decision of National Certificate Assesors to cancel the student’s enrolment
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o They will be informed of the fact that they have the right to appeal the decision by
accessing the complaints and appeals policy and completing this appeal within 20
working days of the notification
Complaints and Appeals
Policy
1. Nature of complaints and appeals
National Certificate Assesors responds to all allegations involving the conduct of:
The RTO, its trainers and assessors and other staff.
Any student or client of National Certificate Assesors.
Complaints may be made in relation to any of National Certificate Assesors’s services
and activities such as:
the application and enrolment process
marketing information
the quality of training and assessment provided
training and assessment matters, including student progress, student support and
assessment requirements
the way someone has been treated
the actions of another student
An appeal is a request for a decision made by National Certificate Assesors to be
reviewed. Decisions may have been about:
course admissions
refund assessments
response to a complaint
assessment outcomes / results
other general decisions made by National Certificate Assesors
2. Principles of resolution
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National Certificate Assesors is committed to developing a procedurally fair complaints
and appeals process that is carried out free from bias, following the principles of natural
justice. Through this policy and procedure, National Certificate Assesors ensures that
complaints and appeals:
Are responded to in a consistent and transparent manner.
Are responded to promptly, objectively, with sensitivity and confidentiality.
Are able to be made at no cost to the individual.
Are used as an opportunity to identify potential causes of the complaint or appeal and
take actions to prevent the issues from recurring as well as identifying any areas for
improvement.
National Certificate Assesors will inform all persons or parties involved in any allegations
made as well as providing them with an opportunity to present their side of the matter.
Nothing in this policy and procedure limits the rights of an individual to take action under
Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights
to pursue other legal remedies.
Where a student chooses to access this policy and procedure, National Certificate
Assesors will maintain the student’s enrolment while the complaints/appeals handling
process is ongoing.
3. Timeframes for resolution
Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar
days unless there is a significant reason for the matter to take longer. In matters where
additional time is needed, the complainant or appellant will be advised in writing of the
reasons and will be updated weekly on the progress of the matter until such a time that the
matter is resolved.
4. Records of complaints and appeals
National Certificate Assesors will maintain a record of all complaints and appeals and their
outcomes on the Complaints and Appeals Register, which will be securely stored according
to the Privacy Policy and Procedures.
5. Making a complaint or appeal
Complaints about a particular incident should be made within ninety (90) calendar days of
the incident occurring and appeals must be made within thirty (30) calendar days of the
original decision being made.
Complaints and appeals must be made in writing using the Complaints and Appeals
Form, or other written format and sent to National Certificate Assesors’s head office
attention to the Chief Executive Officer.
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When making a complaint or appeal, provide as much information as possible to enable
National Certificate Assesors to investigate and determine an appropriate solution. This
should include:
The issue you are complaining about or the decision you are appealing – describe
what happened and how it affected you.
Any evidence you have to support your complaint or appeal.
Details about the steps you have already taken to resolve the issue.
Suggestions about how the matter might be resolved.
All complaints and appeals will be acknowledged in writing via email or post within 7
days.
6. Resolution of complaints and appeals
Some or all members of the management team of National Certificate Assesors will be
involved in resolving complaints and appeals as outlined in the procedures.
Where a complaint or appeal involves another individual or organisation, they will be
given the opportunity to respond to any allegations made.
In the case of an assessment appeal, an assessor who is independent from the original
decision will assess the original task again. The outcome of this assessment will be the
result granted for the assessment task.
7. Independent parties
National Certificate Assesors acknowledges the need for an appropriate independent
party to be appointed to review a matter where this is requested by the complainant or
appellant and the internal processes have failed to resolve the matter. Costs associated
with independent parties to review a matter must be covered by the
complainant/appellant unless the decision to include an independent party was made by
National Certificate Assesors.
National Certificate Assesors may also appoint the independent party to be involved in
the resolution of a complaint or appeal where it is deemed necessary.
National Certificate Assesors will provide complete cooperation with the external mediator
investigating the complaint/appeal and will be bound by the recommendations arising out
of this process.
The CEO will ensure that any recommendations made are implemented within twenty
(20) days of being notified of the recommendations. The complainant or appellant will
also be formally notified in writing of the outcome of the mediation.
8. External complaint avenues
National Certificate Assesors agrees to respond to and cooperate in good faith with any
complaints handling mechanism or process established by VRQA from time to time for
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the purpose of resolving student complaints or other issues in relation to the delivery of
services.
Complaints can be made externally through the following avenues:
National Training Complaints Hotline:
The National Training Complaints Hotline is a national service for consumers to register
complaints concerning vocational education and training. The service refers consumers
to the appropriate agency/authority/jurisdiction to assist with their complaint. Consumers
can register a complaint with the National Training Complaints Hotline by:
Phone: 13 38 73, Monday - Friday, 8am to 6pm nationally.
Email: ntch@education.gov.au
For more information about the National Training Complaints Hotline, refer to the
following webpage: https://www.education.gov.au/NTCH
VRQA:
Complainants may also complain to National Certificate Assesors’s RTO’s registering
body:
However, VRQA will only use the information you provide to inform its regulatory
approach and will not contact National Certificate Assesors on behalf of the complainant
or act as their advocate.
Monitoring Student Academic Progress Policy
National Certificate Assesors provides students with a training plan for the chosen course at the time of enrolment. This training plan will provide details of the units to be undertaken and dates of when these units will be delivered.
National Certificate Assesors monitors, records and assesses the course progress of each student for the course in which the student is currently enrolled
National Certificate Assesors has an intervention strategy for any student who is not making satisfactory course progress. It is made available to staff and students and it specifies: o procedures for contacting and counseling students; o strategies to assist identified students to achieve satisfactory course progress;
and o The process by which the intervention strategy is activated.
National Certificate Assesors’s intervention strategy includes provision for: o where appropriate, advising students on the suitability of the course in which
they are enrolled;
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o assisting students by advising of opportunities for the students to be reassessed for tasks in units or subjects they had previously failed, or demonstrate the necessary competency in areas in which they had not been previously able to demonstrate competency
If a student is identified for the first time as not making satisfactory course progress, the intervention strategy is implemented. The intervention strategy is activated within the first four weeks of the following study period.
If National Certificate Assesors identifies a student who is at risk of making unsatisfactory progress National Certificate Assesors implements its intervention strategy as early as practicable.
Other Information
Change of address and contact details
You are required to advise NCA of your residential address and telephone number and of any
subsequent changes to your residential address and telephone number whilst enrolled in a course. It
is your responsibility and in your own interests to ensure that you update your address details at
NCA by completing the change of detail form within 7 days of change to ensure you receive
important information that the RTO may send to you from time to time.
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Education and Training Reform Act 2006
The main purpose of this Act is to reform the law relating to education and training in Victoria by
providing for a high standard of education and training for all Victorians.
In particular this Act makes provision for or with respect to—
the years of compulsory schooling and the options available;
vocational education and training, technical and further education, adult community and further education, and other post-compulsory education and training;
the establishment and regulation of Government schools and the regulation of non-Government schools and home schooling;
the establishment and regulation of post compulsory education institutions and providers;
the development and accreditation of courses and the issuing of qualifications;
the recognition and regulation of the teaching profession and the maintenance of standards of professional practice for that profession;
the employment in the teaching service of Government school teachers and other persons;
the monitoring, planning and development of the provision of education and training;
The repeal and re-enactment of various Acts relating to education and training.
*Reference http://www.legislation.vic.gov.au/
Privacy Act 1988
The Privacy Act preludes the giving of a student’s information to parties other than the actual
student except for proper administration and reporting to external authorities. Student information
includes the student’s name, address, phone number, timetable and academic results.
Sex Discrimination Act 1984
The Sex Discrimination Act 1984 prohibits discrimination on the basis of sex, marital status,
pregnancy or potential pregnancy in a range of areas of public life. These areas include work,
accommodation, education, the provision of goods, facilities and services, the activities of clubs and
the administration of Commonwealth laws and programs.
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Among other things, the Sex Discrimination Act seeks to eliminate discrimination involving dismissal
of employees with family responsibilities and to eliminate sexual harassment in areas of public
activity.
Recognition and acceptance within the community of the principle of the equality of men and
women is also a goal of the Sex Discrimination Act.
*Reference: http://www.ag.gov.au/www/agd/agd.nsf/Page/Humanrightsandanti-discrimination_Sexdiscrimination
Racial Discrimination Act 1975
The Racial Discrimination Act prohibits discrimination on the basis of race in many areas of public
life. These include in employment, renting or buying property, the provision of goods and services,
accessing public places and in advertising. The Act also prohibits offensive behaviour based on racial
hatred (racial vilification).
*Reference: http://www.ag.gov.au/www/agd/agd.nsf/Page/Human_rights_and_anti-discrimination
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Occupational Health and Safety Act 2004
The Act is designed to provide a broad framework for improving standards of workplace health and
safety to reduce work-related injury and illness. It allows duty-holders to determine their approach
to achieving compliance with the Act.
The Act aims to:
secure the health, safety and welfare of employees and other people at work;
protect the public from the health and safety risks of business activities;
eliminate workplace risks at the source; and
Involve employers, employees and the organisations that represent them in the formulation and implementation of health, safety and welfare standards.
Throughout the Act, the meaning of health includes psychological health as well as physical health.
All Victorian workers are provided with protection by this Act. This includes employees, contractors,
sub-contractors, outworkers and employees in State Government departments and
instrumentalities. However, employees of the Commonwealth Government are covered by different
legislation. The Act also provides protection for the general public so that their health and safety is
not placed at risk by work activities.
*Refer to the Occupational Health and Safety Act 2004
**Reference SUMMARY OF THE OCCUPATIONAL HEALTH AND SAFETY ACT 2004 2ND EDITION JUNE 2005
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