learner handbook - programmed

Learner Handbook

Learner Handbook V2 | Dec 2015 | Page 1

CONTENTS

WELCOME ..................................................................................................................................... 2

INTEGRITY ..................................................................................................................................... 3

SAFETY ......................................................................................................................................... 4

LEARNER INDUCTION .................................................................................................................. 5

THE PEOPLE ................................................................................................................................. 6

ACCESS AND EQUITY .................................................................................................................. 8

BEHAVIOUR .................................................................................................................................. 8

HARASSMENT AND DISCRIMINATION ........................................................................................ 9

LEARNER SUPPORT SERVICES ................................................................................................ 10

LANGUAGE, LITERACY AND NUMERACY ................................................................................ 11

RECOGNITION OF PRIOR LEARNING (RPL) ............................................................................. 12

CREDIT TRANSFER (CT) NATIONAL RECOGNITION ............................................................... 13

RECORD KEEPING & PRIVACY ................................................................................................. 16

FEES, REFUNDS/CANCELLATIONS .......................................................................................... 20

CONTACT US............................................................................................................................... 24


Welcome

ABOUT PROGRAMMED TRAINING SERVICES

Programmed Training Services encompasses both SKILLED Group Ltd 110043 and SKILLED Rail Pty Ltd RTO 91755 which are Registered Training Organisations (RTO) specialising in Business, Management, First Aid/CPR, Information Technology, Rail and Mining Training.

The term Programmed in this learner handbook relates to both SKILLED Ltd 110043 and SKILLED Rail Pty Ltd 91755

SKILLED Groups RTOs T/A Programmed operate as nationally registered training organisations (RTO), complying with the requirements of the Australian Qualification Framework (AQF) and the Australian Skills Quality Authority (ASQA) Standards for RTOs 2015

Should you require any information about your training or assessment, or the policies and procedures associated with your training, our staff will be happy to help you.

This Learner Information Handbook covers details about conditions, requirements or activities that may impact your upon the successful completion of your training and also provides information and guidelines that will help you successfully complete your training program.

On successful completion of all assessments you will be issued with either a Certificate or a Statement of Attainment relevant to the course completed.

COMMITMENT TO TRAINING

Programmed is committed to the provision of quality vocational education for all Learners engaged in our training and assessment services and in accordance with the Vocational Quality Framework.

We will conduct our business operations with full regard and compliance with all local, state and federal laws, by-laws, statutes and regulations.

Our learners are treated with respect, courtesy and a caring attitude.

Everyone in the workplace, including Learners, are accountable for their own actions and behaviour, and are responsible for taking all reasonable steps to ensure they complete their qualification within the prescribed time frames.

COURSE INFORMATION

For information on the units of competency, duration and general information please access the following

links for the qualification you will be enrolled into:

BSB30115 Certificate III in Business can be found here

RII20213 Certificate II in Surface Extraction Operations can be found here

RII30113 Certificate III in Surface Extraction Operations can be found here

http://www.skilledgrouptraining.com.au/LinkClick.aspx?fileticket=iy1ol1bcQi4%3d&tabid=71

http://www.skilledgrouptraining.com.au/Training/MiningResourcesIndustry.aspx

http://www.skilledgrouptraining.com.au/Training/MiningResourcesIndustry.aspx


Integrity

PROGRAMMED VALUES

Safety Leadership

One Team

Client Focus

Our People

High Performance

TRAINING AND ASSESSMENT STANDARDS

ASQA is the national regulating authority for education and training in the (Vocational Education and Training) Sector and as an RTO, Programmed and our Trainers are required to operate under ASQA guidelines and all our courses must be accredited with ASQA.

Programmed is required to comply with strict Conditions & Standards when providing training and assessment.

The key standards Programmed comply with when delivering training and assessment are contained in the Standards for Registered Training Organisations 2015 This regulatory system has important benefits for you when you enrol with Programmed as a Learner.

It means we provide quality training and assessment

We provide a quality training environment with qualified experienced Trainers who help you gain knowledge, skills and competence in your chosen course or qualification

OTHER TRAINING BENEFITS INCLUDE

Programmed Trainers are industry qualified and have recent industry experience that will be shared with you during training

You will have access to well-equipped training facilities, modern equipment and program materials that will support your success

The opportunity to complete some of your initial training in a classroom environment, where applicable with ongoing training and assessment conducted in the workplace, where applicable

All training and assessment is conducted as competency based training where you demonstrate your skills and knowledge to your Trainer by practical examples in the classroom or on the job

When you have successfully completed all assessments and been assessed as competent you will be issued with either a Certificate or a Statement of Attainment relevant to the qualification/course completed.


Safety

Safety is our first priority. Our objective is ZERO HARM and we are constantly striving to improve our safety performance. Our in-house OH&S management systems incorporate safety policies and procedures. All workplaces and training sites have regular risk assessments and job safety audits as well as staff who are trained in hazard management.

If you observe an unsafe act you should immediately raise the issue with your Supervisor or Trainer and remove yourself from any hazardous situations.

Each person is individually accountable and responsible for their actions that may impact on the safety of others. Undertake all tasks in a manner which ensures your own safety and the safety of others. Always observe any directions in respect to Occupational Safety.

Please report any accident, injury or incident to your Supervisor or Trainer, whether involving personal injury, property damage or a near miss.

DRUGS AND ALCOHOL USE

The use of drugs and alcohol can negatively effect and impair an individual’s ability to perform work both safely and effectively. Higher risks of injury, damage and loss occur through the use of drugs and alcohol by individuals, both on and off the job.

Learners engaged in training with Programmed will comply with our corporate drugs and alcohol policy available in our induction pack, together with any additional requirements prescribed by an employer, host employer or training site where training is taking place.

You are accountable and responsible for your actions which may impact on the safety of yourself or others:

There is zero tolerance for any forms of drugs or alcohol when working and attending training at Programmed

Your career is in your hands and you need to constantly be aware of the requirements and commitment to a safe, alcohol and drug free work and training environment

RESPECT FOR OTHERS

It is expected that the behaviour of all apprentices and trainees in the learning environment ensure a positive learning experience. Respect for others and the Trainer is expected. Students are expected to behave in a professional manner at all times, taking others into consideration.

You will be expected to treat staff with respect and observe any particular conditions which may appear in this handbook or be raised during the course by a Trainer

Inappropriate language and actions will not be tolerated

In keeping with Equal Opportunity and Discrimination laws, no derogatory or prejudicial comments are acceptable with reference to a person’s culture, disability, age, gender, sexuality, or religion

Harassment, bullying and intimidation of staff or fellow students will not be tolerated

Treat facilities and equipment with due care and respect

You are required to respect the rights of others and treat others in a manner which is fair and non-discriminatory


Learner Induction

Learner induction occurs both before and at the start of programs. Induction will generally include: Outcomes expected from the learning

How the delivery will occur

Assessment process

Delivery and assessment timelines

Learner expectations and responsibilities

We provide clear information on the qualifications/courses offered, fees, Recognition of Prior Learning (RPL) and Credit Transfer options, Language Literacy and Numeracy assistance and any other Learner Support Services available to you.

When you attend a training course you will be notified of the location and the costs associated with the course on enrolment.

At enrolment you will complete an enrolment form and provide as much relevant information as possible to ensure we provide training to suit your needs.

All information collected is kept confidential and subject to the Privacy Policy in this Learner Handbook.


The People

YOUR SUPERVISOR

Provides you with coaching in the workplace to help you develop your skills

Co-ordinates your workplace training and assessment that is relevant to your work and the competencies chosen for you to complete

Develops Action Plans to assist you in meeting your commitment to your Training Plan

Maintains records of your workplace training, coaching and contact to support your evidence for competency

Links the training you may do off the job in the form of electronic learning, workbooks, and/or classroom learning to your current role

Reviews your competency level and provides the assessor with formal advice on your competency in each of the units by completing a Third Party report

THE TRAINER/ASSESSOR

Develops a training and assessment plan for you in conjunction with your employer

Assists your Supervisor with developing training strategies

Outlines the assessment process

Helps you identify your current skills and knowledge

Makes regular visits throughout the training

Assesses you in a fair and flexible manner

Checks that you are ready to be assessed

Provides you with an opportunity to be re-assessed if you are not yet competent. The Trainer/Assessor will be provided three opportunities to assess you as Competent (additional assessment may incur a fee)

Examines the evidence you provide for assessment to ensure it is sufficient, current, authentic and valid

Ensures the assessment process is undertaken to meet the following outcomes which are valid, reliable, flexible and fair

Advises your Supervisor if you have any skill gaps that require further development following an assessment

THE REGISTERED TRAINING ORGANISATION (RTO)

Arranges any off the job training required

Monitors your progress throughout the training process

Records your progress on file and database, and stores this information confidentially

Issues a certificate on completion of your training


YOUR COMMITMENT AS A LEARNER OF A FULL QUALIFICATION AND/OR TRAINEESHIP

This is to remind you of the commitment you have made to your training program, and the following responsibilities are expected:

Work towards achieving the qualification stated on the Training Plan

Undertake any training and assessment in accordance with the requirements of the Training Plan

Make all reasonable efforts to achieve the competencies specified in the Training Plan

Participate in the development of the Training Plan and taking advantage of all learning opportunities

Attend training sessions/assessment meetings and supervised workplace activities

YOUR RESPONSIBILITIES AS A LEARNER

Actively pursue learning and acquiring of the skills to meet the competencies required

Read and understand – or ask questions to understand – your Training Plan and what you are required to do to gain the qualification

Advise the Trainer/Assessor if you are unable to attend any meetings with them regarding your assessment

Advise the Trainer if you are unable to attend any scheduled training and send an email to [email protected]

Provide all the evidence to the assessor for each competency when requesting assessment

EVALUATIONS AND FEEDBACK

Programmed is committed to providing you with a high level of service as this is the key to our success. Satisfied clients and Learners will result in repeat business and successful achievement of our quality goals.

When your training is completed you will be asked to provide feedback to Programmed on the training and assessment process. We appreciate you taking the time and making the effort to participate in our evaluation surveys and provide us with feedback on our services and processes.

Your feedback is evaluated and used to continuously improve our training and assessment delivery.

Your Trainer will provide details of the survey process.


Access and Equity

All Learners are enrolled in an ethical and responsible manner and consistent with the requirements of the training program guidelines. Access to our programs is on the basis of non-discriminatory and equal opportunity

Appropriately qualified Trainers/Assessors will assess the extent to which you are likely to achieve the stated competency standards of the course and provide details to the National RTO Manager of alternative recommendations if necessary.

Reasonable support and alternative training requirements will be explored to provide our learners with the best opportunity for success.

Behaviour

Programmed is committed to ensure all Learners benefit from their training experience and therefore expect learners to be well behaved and polite at all times.

If you become disruptive, the Trainer/Assessor in the first instance will remind you of the requirement for good behaviour.

If the disruption continues the Trainer/Assessor has the right to request you leave the training location and discontinue your participation.

This move will be fully supported by Programmed and the National RTO Manager and will be reported to your employer, if applicable.

You may return to the program at the discretion of the Trainer/Assessor after consultations with you and your employer and upon adequate assurances of good behaviour.

Your attendance at future programs will be at discretion of Programmed Management.

DYSFUNCTIONAL BEHAVIOUR MAY INCLUDE

Learner continuously interrupts during delivery of 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


Harassment and Discrimination

Programmed is committed to achieving and maintaining a learning environment free from discrimination, harassment, and victimisation and bullying. We will treat all individuals fairly and provide a safe learning environment free from unacceptable behaviour. We will treat all complaints in a sensitive, fair, timely and confidential manner. We will ensure all our Learners and staff understand their roles and responsibilities in creating such a learning environment, by a process of training, communication, mentoring and by example. We will ensure all our Learners and staff are aware of the processes and procedures for addressing any form of harassment or discrimination.

SPECIFIC PRINCIPLES

All Learners, staff and clients have a right to work in an environment free of any form of harassment and discrimination:

All reports of harassment and discrimination will be treated seriously, impartially and sensitively. Harassment and discrimination, including victimisation and bullying, is unwelcome, uninvited and unacceptable behaviour that will not be tolerated

When management is informed of any harassment or discrimination it has the responsibility to take immediate and appropriate action to address it

In dealing with all complaints, the rights of all individuals is respected and confidentiality maintained

Whenever possible, all complaints should be resolved by a process of discussion, cooperation and conciliation. The aim is to achieve an acceptable outcome while minimising any potential damage to our organisation

Both the person making the complaint and the person against whom the complaint has been made will receive information, support and assistance in resolving the issue

Victimisation is unacceptable and will not be tolerated. No person making a complaint, or assisting in the investigation of a complaint, should be victimised

Harassment or discrimination should not be confused with legitimate comment and advice (including feedback) given appropriately by management or Trainers/Assessors

Staff, Learners and clients should not make any frivolous or malicious complaints. All staff, Learners and clients are expected to participate in the complaint resolution process in good faith.


Learner Support Services

LEARNER WELFARE AND GUIDANCE

When you recently completed your enrolment you were asked to provide information about your language literacy and numeracy skills as well as any Learner Support Services you may require. Any of the confidential information you provided will be acted on to assist you with any areas you have identified.

Learner Support Services is ongoing and will be available to you while you are training with our RTO.

Programmed is committed to the welfare of all Learners undertaking its programs and will provide guidance as appropriate to assist a Learner to determine their best study options.

We endeavour to provide welfare and guidance to Learners. This includes:

Advice on counselling services

Learning pathways

Provisions for special cultural and religious needs

Internal Learners have access to the Programmed Employee Assistance Program (if you require assistance please discuss this matter with your Trainer/Assessor).

Programmed Trainers/Assessors are not trained counsellors and therefore cannot provide the Learners with any counselling services but will assist you in identifying appropriate services.

If you cannot cope with your studies due to personal problems please discuss your situation with your Trainer/ Assessor who will provide you with mentoring and appropriate referrals to professionals.

Although no guarantee can be given that a counsellor will be available at short notice, every effort will be made to obtain one. The costs associated with this service are your responsibility.

All Programmed qualifications have career pathways once you have completed a qualification with us and decided on your future career objectives. Your Trainer/Assessor will be able to provide you with options for your continued learning goals.

The Programmed respects the various cultural and religious sensitivities and will endeavour to accommodate any special requirements. Please discuss any issues you may have with your Trainer/Assessor.

LEARNER SAFETY

Programmed conducts a site review of all sites where training occurs to ensure that students can travel safely to and from the venue. If you believe that you may be unsafe travelling to or from a venue please talk to your Trainer.


Language, Literacy and Numeracy

We recognise many adult Australians do not have the language, literacy and numeracy skills they need to effectively participate in vocational training and workplace communication.

Each Training Package sets a minimum requirement in language, literacy and numeracy skills of participants, with which the Programmed must abide.

Your Trainer will make appropriate concessions for language, literacy and numeracy differences where these concessions do not compromise the requirements of the relevant Training Package and the integrity, equity and fairness of assessment.

RAIL INDUSTRY REQUIREMENTS

All Rail Industry Safety Induction participants must be able to speak, read and write fluent English, as an interpreter is not permitted.

If Learners have LLN, they are required to inform Programmed during the booking process. The minimum reading level for Transport for NSW (TFNSW) is Flesch-Kincaid Grade Level 8.6.

However, if it is not a learning difficulty and the Learner cannot speak or has difficulty understanding English, the Learner will not be permitted to undertake the training.

Trainers/Assessors will take into account the language, literacy and numeracy differences you may have and will make appropriate adjustments to the training and assessment strategies to accommodate these requirements.

You are asked to disclose any special requirements or needs you have at enrolment prior to the commencement of your training program and relevant assistance will be sought.

Trainers/Assessors aim to identify anyone who finds language, literacy and numeracy an impediment to their progress, and encourages them to gain access to the appropriate support services.

Language, literacy and numeracy issues are considered during curriculum and training resource development.

Trainers/Assessors are provided with appropriate updates on language, literacy and numeracy to ensure quality of delivery and development of their understanding and competence in this area.


Recognition of Prior Learning (RPL)

WHAT CAN YOU GET FROM RPL?

Recognition of Prior Learning (RPL) can result in you being awarded a nationally recognised qualification or group of competencies (meaning part of a qualification rather than a whole qualification). It is however, your responsibility to gather and provide evidence for the RPL application.

HOW DOES IT WORK?

It is a process of demonstrating whether or not you already possess the skill and knowledge to meet the standard required by the qualification

Recognition mechanisms are developed based on the principles of validity, reliability, flexibility and fairness

Adequate support will be available for all potential participants involved in the Recognition of Prior Learning process

WHAT ARE THE BENEFITS OF RPL FOR YOU?

You will have your current skills and knowledge recognised

It saves you time in achieving a qualification or course as you do not have to repeat learning or undertake training for skills and knowledge you already have

It enables you to identify gaps in your knowledge and skills, and therefore learning that needs to occur to meet the requirements of a particular job role or qualification

HOW COMPLICATED IS THE PROCESS?

RPL is not complex. It is a flexible assessment process that can vary with each individual applicant.

The process typically involves assessment of your existing skills and knowledge to determine the competencies you already have. The assessment is aligned with relevant types of supporting evidence.

Your application is not dependent on any one type of evidence and is assessed as a complete package of evidence.

WANT MORE RPL INFORMATION?

Talk to your Trainer or ask for an application form from any of the National Operations support team available at [email protected]. Once you have identified the units you would like to apply for RPL, your Trainer will provide you with a specific RPL Kit for the units selected.

The RPL Kit details the RPL Process.

The RPL fee will not exceed $300 per unit of competency.

mailto:[email protected]


Credit Transfer (CT) National Recognition

HAVE YOU COMPLETED ANY PREVIOUS STUDY?

To apply for credit transfers complete a National Recognition Application Form available from your Trainer or the National Operations support team

Programmed will recognise and determine credit transfer applications of all Australian issued VET qualifications and Statements of Attainment.

Students are encouraged to submit any request for credit from previous studies when enrolling. This ensures you are not enrolling in units you may not need to undertake.

DO YOU NEED TO SUPPLY PROOF OF COMPLETION?

You will need to provide the original certificates and/or statements of attainment so they can be sighted and verified by the either the allocated Trainer or Assessor or the National Operations support team in Hawthorn Victoria when you submit your application.

There are no fees for submission of Credit Transfer applications.

LEARNING

Flexible Learning is undertaken by Learners in accordance with the Australian Qualification Framework which ensures qualifications achieved are recognised across Australia and:

Resources for the delivery of the course are in place and maintained

Training and assessment is conducted by qualified Trainers and Assessors with many years of industry experience

All training materials are mapped to the national standards as prescribed in the relevant Training Package.


ASSESSMENT

Assessment is an integral part of your learning if you wish to complete successfully and gain a qualification or statement of attainment. Throughout the training program you will be assessed to see if you have gained the necessary skills and knowledge to achieve the units of competency Your Assessor is required to ensure that the assessment tasks you undertake meet the national principles of assessment (see below for more information) and rules of evidence (see below for more information). Various assessments tasks/activities may be involved including, but not limited to: Observation of performance

Assignments

Written/oral questioning

Oral presentations

Workplace performance

Workplace projects

Case studies/role plays/simulations

Demonstration of skills

Portfolio of evidence

PRINCIPLES OF ASSESSMENT

Before, during and after the Assessment has taken place, all Assessors employed by the RTO adhere to the Principles of Assessment. The principles are the same whether you are completing an oral or written assessment

FAIR

A Fair assessment takes into consideration your needs and where appropriate reasonable adjustments are made to meet those needs.

FLEXIBLE

A Flexible assessment will use a range of assessment methods to determine your competence. It will also use the most appropriate method to the context; therefore a Challenge Test may be the most suitable assessment method for that unit of competency. Flexibility also means that an assessment of competency is undertaken regardless of how or where you have acquired the knowledge and skills

VALID

A valid assessment means that you are assessed against the nationally recognised unit of competency you are applying for. A valid assessment is neither onerous or at a level that is not applicable to the industry or workplace.

RELIABLE

Ensuring the correct recording of evidence gathered during the assessment process will ensure that the evidence can be consistently interpreted and the assessment result comparable regardless of which assessor conducts the assessment.


RULES OF EVIDENCE

The following Rules of Evidence are followed by Assessors when assessing the evidence provided by you through either course Assessment or RPL. The Assessors will ensure that the evidence is:

Sufficient - The quantity and quality of the evidence that you have provided is sufficient enough to for the Assessor to make a decision of competence.

Valid - The evidence you provide in your assessments relate to the unit of competency. Current - The evidence you provide is recent enough for your Assessor to make a judgement of

competency. In RPL current evidence also relates to the time that has passed since the evidence was generated. For example the currency in mining is 3 years before reassessment in knowledge and skills is required

Authentic - The evidence you provide is your own work, please see below re the RTO’s process re plagiarism and cheating.

REASONABLE ADJUSTMENT

The concept of ‘reasonable adjustment’ is important and is considered during the Training and Assessment process at the RTO. This means that the assessment process may be modified so that learners are not disadvantaged. For example, a learner with a disability or with issues relating to language, literacy or numeracy may require some adjustment to the assessment process. In regards to Rail Safety Training an exemption is made by the Rail regulator Transport for NSW, as their requirement as the regulator supersedes the requirements under VET.

Adjustment cannot be made to the assessment if you are:

not wearing the correct PPE which puts you and your Assessor at risk displaying symptoms of fatigue.

Any identifiable disability recognised during the enrolment or induction process will be treated with respect and confidentiality. By participating in the enrolment and induction process and disclosing any disability that may affect your learning or the assessment process, will ensure your success in the course or qualification you are undertaking.

PLAGIARISM AND CHEATING

Plagiarism is where another person’s work is presented as one’s own; cheating is where the Learner acts dishonestly (e.g. copying responses in a test). In the event it is evident that a Learner has plagiarised work or copied from another person, the Learner may be dismissed from the training course. The National RTO Manager will make the decision based on individual cases of plagiarism and cheating.


Record Keeping and Privacy

Programmed keep an electronic file of individual Learners in an RTO database, Learner details are entered into the RTO database system, and the relevant units of competency are linked to each Learner.

AUSTRALIAN PRIVACY PRINCIPLES

Programmed accepts and is committed to its obligations under the Australian Privacy Principles. We take the privacy of our Learners very seriously and we will comply with all legislative requirements.

We will collect personal information which is required for the purpose of delivering training and assessment services and for issuing nationally accredited qualifications.

As required by law and our governing bodies we may need to make your information available to others, such as the Australian Government, States, and Territory. When you undertake enrolment into a training program, you give your permission automatically to disclose your personal information to these bodies.

YOUR PERSONAL INFORMATION

Programmed will take all steps to ensure accuracy and completeness of personal information and will update any changes or correct any incorrect personal information at the written request of an individual.

Programmed will take all reasonable steps to protect the security of the personal information held, be it stored in electronic or hard copy form. All personal information is stored in-house or archived in secure storage.

Learners can access their records, or request a copy of their certification by applying in writing with an attached certified copy of their identification to the Programmed Manager. A fee will apply for replacement certificates.

Please send your written request to the email address listed at the end of this handbook.

ACCESSING YOUR PROGRESS AND RESULTS (CURRENT ENROLMENT)

You can access your current and accurate records of participation and keep track of how your training is progressing by requesting a print out of your training record.

Your allocated Trainer can provide you with a Request for Participation and Progress Report Form if required.

Talk with your Trainer who can provide you with feedback on your progress.


LEGISLATIVE REQUIREMENTS

As a Learner you need to be aware that Training and Assessment is covered by specific legislation that could have an impact on your training and your workplace.

You will be kept fully informed by your RTO Trainers to ensure you are aware of any changes that could affect your training outcome.

Most of the information relevant to you as a Learner will be about:

Revisions to Training Packages and qualification updates to new versions. When this occurs you will be transitioned where applicable into the most up to date unit of competency or qualification

Changes to WHS legislation and how that may affect your workplace and training

How assessment is undertaken and if any reasonable adjustments are to be made

Your assistance with providing feedback to Programmed by participating in surveys on how your training is progressing. This feedback is used to improve the training and assessment that we provide (Refer to Evaluation and Feedback - Page 7).

Any additional information relating to legislation requirements is available from your Trainer. A full list of the legislation that covers you as an apprentice or trainee is listed at the end of this handbook.

Programmed will comply with all legislative requirements of the State and Australian government and in particular, Work Health & Safety, Workplace Relations and Standards for Registered Training Organisations 2015.


Issues, Complaints and Appeals

COMPLAINT AND APPEALS RESOLUTION

It is our objective to minimise and resolve complaints and appeals through sharing of information, provision of explanations for decisions and regular communication. In the first instance, all issues, complaints and appeals should be initiated through your allocated Trainer or Assessor who will endeavour to resolve the issue.

Often issues can be resolved by discussion and improved communication.

During the complaints and appeals process, Programmed will adhere to the principles of natural justice. The principles are concerned with procedural fairness and ensure a fair decision is reached by an objective decision maker. Programmed policy and procedures for handling complaints and appeals ensure that maintaining procedural fairness protects the rights of you the learners to a fair and unbiased hearing and will enhance your confidence in the process.

Programmed has procedures in place and formal processes for dealing with Complaints and Appeals. To ensure you provide the right information for the right process the following definitions apply to Programmed:

A Complaint is when you have a concern about a particular issue and would like it resolved (e.g. a harassment issue)

An Assessment Appeal is when you do not agree with an assessment decision and would like it reviewed (e.g. an appeal against a Competent/Not competent decision)

An Appeal is when you have a concern about a decision relating to your general training (RTO) processes and would like it investigated (e.g. having to wait to be assessed due to being absent from training for a legitimate reason).

If you decide to formalise your complaint or appeal, your Trainer can provide you with a Complaints and Appeals Form that needs to be completed and submitted to the National RTO Manager. Alternatively you can download a form from Programmed website available at skilledgrouprto.com.au

During the process Programmed will keep you informed of the progression of your complaint or appeal. If the complaint or appeal takes more than 60 days to resolve Programmed will inform you in writing of this timeframe.

Should the issue be in relation to the behaviours of your allocated Trainer or Assessor, the matter can be taken directly to the National RTO Manager. You can call Programmed on 1300 440 784 and discuss your complaint or appeal

Failing resolution of the issue the National RTO Manager will review and assist in obtaining a mutually beneficial outcome.

If an acceptable resolution cannot be achieved, the National Training Manager will advise the aggrieved party of the appropriate legal body where they can seek further assistance.

The National Training Manager shall ensure that an accurate record of all proceedings is maintained and kept on the relevant party’s file and logged through the Programmed Issues Resolution system (IRIS).


ASSESSMENT APPEAL

If you are dissatisfied with the outcome of an assessment task as you feel the result is unfair or incorrect, you may request a review of the assessment result.

In all cases, the process involves an initial review by a second Assessor; if you are still dissatisfied with the assessment outcome you can escalate the process to a formal appeal. It is expected that in most situations the appeal will be resolved without the need for a formal appeal.

You must lodge a formal assessment appeal within 10 days of the judgement by the second Assessor using the Complaints and Appeals form. Please seek assistance and advice in preparing your appeal and submit your completed application to the l National RTO Manager.

If the Assessment Appeal is not addressed to your satisfaction you may escalate the appeal to the National Training Manager.

APPEAL

If you are dissatisfied with a decision made relating to your nationally accredited training in general you can appeal that decision.

In all cases, the process involves discussing your concern with your Trainer/Assessor; if you are still dissatisfied with the decision you can escalate the process to a formal appeal. It is expected that in most situations the appeal will be resolved without the need for a formal appeal.

You may lodge a formal appeal within 10 days using the Complaints and Appeals form. Please seek assistance and advice in preparing your appeal and submit your completed application to the National RTO Manager.

COMPLAINT

It is Programmed’s objective to minimise and resolve complaints through sharing of information, provision of explanations for decisions and regular communication.

Programmed recognises complaints can arise from a multitude of reasons including:

Assessment concerns

Training expectations

Access and Equity

Recognition of Prior Learning

Anti-Discrimination

Program delivery

Interpersonal conflict

Administrative processes.

Programmed has a documented procedure to ensure all complaints are handled in a timely fashion. In the first instance, all complaints should be initiated through the Trainer/Assessor who will endeavour to solve the problem.

If no resolution is achieved, a formal complaint can be lodged using the Complaints and Appeals form to the Programmed Manager who will attempt to resolve the situation in a respectful, fair and confidential manner.


Fees, Refunds/Cancellations

TRAINEESHIPS

Programmed provides traineeships, and therefore fees associated with training and assessment services are applied under contractual arrangements with employers.

Where a client (employer) has the responsibility for paying the training fee, Programmed reserves the right to withhold Certificates or Statements of Attainment until relevant fees are paid in full. NO refund applies once the training course commences.

Where a learner is assessed as “Not Yet Competent” by the assessor, the candidate may be given a further opportunity to undertake additional training or another assessment. No additional fee will be charged for this service for only one (1) re-attempt. Further attempts will incur a fee for service.

The National Training Manager reserves the right to consider any exceptional circumstances that may arise. Where an individual cancels their traineeship, this will be undertaken in accordance with the relevant State and Territory Regulations applicable at the time.

PUBLIC PROVIDED SHORT COURSES

Programmed provides short courses and therefore fees associated with training and assessment services are payable by the participant, unless training is negotiated with a client for their employees/pre-employment.

The participant or their employer has the responsibility for full payment of fees which is normally required prior to course commencement. Programmed reserves the right to withhold Induction Cards, Certificates or Statements of Attainment until relevant fees are paid in full.

MATERIALS FEE

The materials fee covers the cost of printed learning resources where these are provided to learners

The materials fee may vary according to the qualification undertaken. The cost will be advised on enrolment and will be due and payable on course enrolment. This is a one off cost.

RPL FEE

A separate fee is charged for providing RPL and the fee will be determined prior to the commencement of the RPL process. It will be calculated on the time involved to complete the assessment.

The RPL fee will not exceed $300 per unit of competency.

REFUNDS

No refund will be given for any individual or organisation once the training course commences or for those who fail to turn up to the training. -


CANCELLATIONS

Where an individual cancels their training program, notification of the cancellation is made in writing to the RTO Administration Officer.

If Programmed cancels the course, the Learner will receive a full refund.

If the Learner cancels their enrolment, or cannot complete the course for a genuine health or compassionate reason, a written application for a refund will be considered by the National RTO Manager on a case by case basis.

Programmed reserves the right to cancel or alter the date of any program where the numbers do not reach a minimum required to commence the program.

For other cancellations the following fees calculation will apply:

48 hours’ notice prior to the course: you will receive a full refund

Less than 24 hours’ notice prior to the course: 50% of the course will be charged

Fees will be non-refundable for participants who book a place in a training course and do not show up on the day that the course is held.


Legislative Requirements

This would include legislative requirements relating to Acts, Regulations and Codes of Practice:

NEW SOUTH WALES

Work Health & Safety (Mines) Act 2013 NSW

Work Health & Safety Act 2011 No.10 NSW

Apprenticeship & Traineeship Act 2001 (NSW) No.80

Vocational Education & Training Act (Commonwealth Powers) 2010 No 131

Equal Employment Opportunity (Commonwealth Authorities) Act 1987

Australian Privacy Principles 2014

SOUTH AUSTRALIA

Training & Skills Development Act 2008

Work Health & Safety Act 2012



WESTERN AUSTRALIA

Vocational Education & Training Act 1996 (Amended Dec 2010)

OHS Act 1984 & OHS Regulations 1996 (Amended July 2013)



VICTORIA

Education & Training Reform Act 2006

Education & Training Regulations 2007

OHS Act 2004 & OHS Safety Regulations 2007



.


QUEENSLAND

Work Health & Safety Act 2011 (Amended July 2013)

The Further Education and Training Act 2014



.

AUSTRALIAN CAPITAL TERRITORY

Training & Tertiary Education Act 2013

ACT Work Health & Safety Act 2011 (Amended June 2013)



TASMANIA

Work Health & Safety Act 2012 & Regulations 2012

Training Workforce Development Act 2013



NORTHERN TERRITORY

Work Health & Safety (National Uniform Legislation) Act 2012

Work Health & Safety Administration Act 2011

NT Employment & Training Act 2004



NATIONAL VOCATIONAL EDUCATION & TRAINING REGULATOR ACT 2011 INCLUDING

VET Quality Framework (VQF)

Australian Qualification Framework (AQF)

Australian Skills Quality Authority (ASQA) (National VET regulator) and the Standards RTO’s 2015 and training including access to:

ASQA General Directions

ASQA Fact Sheets

ASQA Updates


Common abbreviations and meanings

During your training you will come across numerous abbreviations and words that you may not fully understand. The following acronyms are the most common ones you may come across.

ACRONYMS

AAC Australian Apprenticeship Centres

AQF Australian Qualifications Framework

VQF VET Quality Framework

ASQA Australian Skills Quality Authority

ATTP Apprenticeship Traineeship Program

CBA Competency Based Assessment

CBT Competency Based Training

CT Credit Transfer

ESL English as a Second language

GTC Group Training Company

LLN Language, Literacy and Numeracy

OHS Occupational Health and Safety

RPL Recognition of Prior Learning

RTO Registered Training Organisation

UoC Unit of Competence

Contact Us

Should you require any information about your training or assessment, or the policies and procedures associated with your training, our staff will be happy to help you.

You can email us at [email protected]

You can call us on 1300 440 784

You can write to us at:

Training Services- Hawthorn 2 Luton Lane, Hawthorn Melbourne VIC 3122


Programmed Learner Handbook V2 | Dec 2015 | Page 25

ACKNOWLEDGEMENT OF PROVISION OF INFORMATION

Please sign and date and return to your trainer, scan and email to [email protected] or post to:

Programmed

2 Luton Lane

Hawthorn

Victoria 3122

I have read and understand the information provided in the Learner Handbook:

Name:

Position:

Signature:

Date:


learner handbook - programmed

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