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Student Handbook RTO 21907

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TABLE OF CONTENTS

Table of Contents ................................................................................................................................................... 2

Welcome to Clear to Work ...................................................................................................................................... 4

Contact details ........................................................................................................................................................... 4

Vocational Education and Training ....................................................................................................................... 5

THE AUSTRALIAN QUALITY FRAMEWORK (AQF STANDARDS) ................................................................................ 5

Enrolment Information ........................................................................................................................................... 6

Informing and protecting students .......................................................................................................................... 6

How to Enrol .............................................................................................................................................................. 7

Mode of Learning ...................................................................................................................................................... 7

Providing credit for prior studies (credit Transfer) .................................................................................................. 7

Language, Literacy And Numeracy (LLN) Assistance ............................................................................................... 7

Unique Student Identifier ......................................................................................................................................... 8

Support and progression ...................................................................................................................................... 10

Supporting Students ................................................................................................................................................ 10

Keeping Students Informed .................................................................................................................................... 11

Complaints and Appeals .......................................................................................................................................... 11

Training and Assessment .................................................................................................................................... 13

WHAT IS Training And Assessment ......................................................................................................................... 13

What is ‘Not Yet Competent’ (NYC)? ...................................................................................................................... 13

HOW MANY TIMES CAN I APPLY FOR ASSESSMENT? ............................................................................................ 14

Intentional deception and Cheating ....................................................................................................................... 14

Fraud and Plagiarism ............................................................................................................................................... 14

Course EXTENSION .................................................................................................................................................. 15

SUCCESSFUL COMPLETION ..................................................................................................................................... 16

WHAT IF I DO NOT AGREE WITH THE RESULT? ..................................................................................................... 17

Regulations, legislations and compliance .......................................................................................................... 17

Key Legislation ......................................................................................................................................................... 17

Consumer rights ...................................................................................................................................................... 18

Payments and Fees .............................................................................................................................................. 20

Refunds ................................................................................................................................................................ 20

Course incompletion due to illness or hardship .................................................................................................... 21

Cancellation of a course by Clear to Work ............................................................................................................. 21

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Fees – Alternative services .................................................................................................................................. 21

Policy and Procedures.......................................................................................................................................... 22

Glossary ............................................................................................................................................................... 28

Disclaimer - This Student Handbook contains information that is correct at the time of printing. Changes to

legislation and/or Clear To Work Pty Ltd policy may impact on the currency of information included. Clear To

Work Pty Ltd reserves the right to vary and update information within this Student Handbook without notice. If

you have any queries regarding any changed information and/or updates, please contact Clear To Work Pty Ltd

directly. It is the responsibility of all students to read and understand all aspects of this Student Handbook and

any related documentation prior to learning. This Student Handbook contains references and direct quotes

from the following websites www.ASQA.gov.au, www.myskills.gov.au and www.training.gov.au.

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WELCOME TO CLEAR TO WORK

CTW is a Registered Training Organisation (RTO) that specializes in providing quality training and

assessment.

We provide a comprehensive selection of accredited training courses that meet industry and

national standards along with a variety of non-accredited online courses covering a

comprehensive selection of topics.

All our training is developed, written, and delivered by verified hospitality, health and business

experts to ensure we provide real-world skills training, helping our students to build confidence

and become job ready.

CTW is proudly 100% Australian owned and managed and works with the best of Australia’s IT

security companies to ensure privacy and safety on all our platforms.

Our trainers and assessors are qualified and have extensive vocational experience. We are here

to support our students throughout their training programs and ensure they have an enjoyable

learning experience.

CONTACT DETAILS

Hours: Monday – Friday | 9:00am – 4:00pm Brisbane time

Email: info@cleartowork.com.au

Website: www.cleartowork.com.au

Phone: 07 3117 2517

Address: 21 Nundah Street NUNDAH QLD 4012

Postal Address: PO Box 51, NUNDAH QLD 4012

*Please note that the phone number provided here is for the CTW Head Office only (not CTW Student Services). CTW does not provide customer service onsite or via telephone. For record-keeping purposes, all customer enquiries and support needs are provided via email only.

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VOCATIONAL EDUCATION AND TRAINING

THE AUSTRALIAN QUALITY FRAMEWORK (AQF STANDARDS)

The Australian Qualifications Framework (AQF) provides a national framework for all education

and training qualifications in Australia. There are ten qualifications in the AQF. Six of these are

relevant to the Vocational Education and Training (VET) sector. The ten qualifications are:

Schools Sector Vocational Education and Training Sector Higher Education Sector (Tertiary) Senior Secondary

Certificate of Education

Vocational Graduate Diploma

Vocational Graduate Certificate

Advanced Diploma

Diploma

Certificate IV

Certificate III

Certificate II

Certificate I

Doctoral Degree

Masters Degree

Graduate Diploma

Graduate Certificate

Bachelor Degree

Associate Degree

Advanced Diploma

Diploma

Information on the characteristics of competencies and the Distinguishing Features of Learning Outcomes for qualifications

under the AQF may be obtained at: www.aqf.edu.au.

Students enrolling with CTW in any accredited courses will be engaging in a course that:

• is nationally recognised and meets quality assurance requirements

• meets an established industry, enterprise, educational, legislative or community need

• provides appropriate competency outcomes and a satisfactory basis for assessment

• is aligned appropriately to the AQF where it leads to a VET qualification

• recognised, nationally accredited training

This training can only be delivered by a Registered Training Organisation (RTO).

To be an RTO, we must ensure that we comply with the conditions of registration. These

conditions are described within the National Vocational Education and Training Regulator Act

2011. As an RTO, we must comply with the VET Quality Framework, which includes:

• the Standards for Registered Training Organisations 2015

• the Australian Qualifications Framework (AQF)

We are audited by the Australian Skills Quality Authority (ASQA) to ensure compliance to the

above. These standards and the auditing process are intended to provide the basis for a

nationally consistent, high quality vocational education and training system.

These standards are described in more detail in the National Vocational Education and Training

Regulator Act 2011, which confirms the right of ASQA to audit ACT, apply penalties for non-

compliance, define the requirements to retain records and other administration and

operational requirements of a functioning RTO, etc. Please refer to http://www.asqa.gov.au/

for more information.

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Australia’s vocational education and training (VET) system is competency-based. That is, it is

based on occupational skills standards which are set out in units of competency within training

packages and accredited courses. This distinguishes it from Australia’s other education sectors

(i.e., schools and higher education).

ENROLMENT INFORMATION

INFORMING AND PROTECTING STUDENTS

CTW provides a host of information on our website to ensure you find the accredited or non-

accredited course suitable for you. This Student Handbook also provides essential information

that you will need to read and understand before enrolling in one of our courses.

As CTW understands industry, we also provide learners with information on courses they may

need or want to enrol in concurrently to achieve employment or meet workplace goals. Details

on the validity of each accredited and non-accredited regarding specific state, legislation, and

licensing requirements are also provided on the website.

When looking at a accredited or non-accredited course on our website, you will find the

following details to help better inform your decision to enrol:

o Complete course/unit code, title, description, and currency

o The venue, length, and modes of delivery and assessment

o All fee and payment method information

o Entry requirements

o Workplace arrangements (if any)

o Information about the USI

Further information can be found in this Student Handbook:

o CTW’s obligations and compliance requirements

o Information about the USI

o Student support services – please see Support and Progression

o Consumer rights – please see Consumer Rights and Fees Section of the Student

Handbook

Learner’s rights and obligations, including:

o Refunds

o Changes to agreed services

o Credit for prior study

o Complaints and appeals process – please see Complaints and Appeals

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HOW TO ENROL

All enrolments for both accredited unit/s and non-accredited courses are conducted via the

CTW website www.cleartowork.com.au by completing the online enrolment form and making

the payment via debit/credit card.

Upon payment, the student will be able to log into the LMS and immediately begin their course.

The enrolment date is the date that payment for a training is received.

All students must read and understand CTW’s Terms and Conditions available both in this

Student Handbook and on the CTW website, prior to enrolling.

MODE OF LEARNING

CTW offer all our courses via our custom-built online learning management system. You

will access your study materials and assessments online via the CTW LMS.

All CTW courses are self-paced so you can manage your studies around your work and personal

life. There is no set timetable. Study when you want, where you want and at your own pace.

PROVIDING CREDIT FOR PRIOR STUDIES (CREDIT TRANSFER)

Note that providing credit for previous studies is not Recognition of Prior Learning. RPL is an

assessment-only pathway of determining the competence of a person, while providing credit

is recognising the equivalence in content and learning outcomes between different types of

learning and/or qualifications previously undertaken and completed successfully.

Under our provider guidelines, students must not be required to repeat any unit or module in

which they have already been assessed as competent unless a regulatory requirement or

licence condition (including an industry licensing scheme) requires this. If a student provides

suitable evidence, they have successfully completed a unit or module at any RTO, CTW must

provide credit for the unit or module.

CTW is not obliged to issue a qualification or statement of attainment achieved wholly through

recognition of a unit(s) and/ or modules completed at another RTO or RTOs.

In some cases, licensing or regulatory requirements may prevent a unit or module from being

awarded through a credit process.

If you think you may be eligible for Credit Transfer, please read through the Credit Transfer

Policy below in our policy section and contact the administration email

info@cleartowork.edu.au.

LANGUAGE, LITERACY AND NUMERACY (LLN) ASSISTANCE

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Most CTW accredited course materials contain written documentation and numerical

calculations. Therefore, we do require students to have basic skills such as:

o Basic digital literacy (mouse, keypad, and website functions)

o Read and interpret

o Write and/or type (record accurately)

o Count, calculations such as addition and subtraction, apply measurements and give

estimates

o Speaking English clearly (where applicable)

Prior to learning, CTW will have enough information from the Pre-Learning Assessment to

ascertain your level of Language, Literacy and Numeracy. Should you foresee needing

assistance with any of the above, it is important to contact CTW prior to commencement or

provide the relevant information regarding your requirements on the Enrolment Form under

LL&N requirements or Special Learning Needs.

If LL&N or Special Learning Needs requirements have been identified, Student Services will

contact you to discuss further.

In some instances, CTW may deem that online study is not suitable for the student, who may

require more specialized and face to face support. CTW reserves the right to make this

judgment, withdraw a student from the course, offer alternative Registered Training

Organisations and provide a refund.

Please visit Reading Writing Hotline for further resources on reading, writing and numeracy.

UNIQUE STUDENT IDENTIFIER

Your Education Number for Life!

Your USI (Unique Student Identifier) is your individual education number for life. It also creates

an online record of your Australian training achievements. You need a USI if you are:

• Undertaking Nationally Recognised Training

• A higher education student seeking Commonwealth financial assistance (e.g., a HECS-

HELP loan)

• A higher education student graduating in 2023 or beyond.

You will need to provide CTW with your USI if you wish to undertake any accredited training.

Please see the Website under Course Requirements to see if it is required.

Please follow the link below for further information Unique Student Identifier.

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Are you ready to enrol?

To help better guide you through the enrolment process, please follow the

below:

Visit our website to research and

select your course(s)

Read and understand the

Student Handbook

IF APPLICABLE

Contact CTW if you:

- wish to be considered for Credit Transfer or RPL

- have existing support concerns

Congratualtions!

You are ready to enrolFollow the easy steps on our website to enrol in your course(s)

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SUPPORT AND PROGRESSION

We want to ensure you have the best possible learning support services and understand all

aspects of what will be required of you, and us, to gain competence in your course. CTW

believes ascertaining a clear map of an individual’s needs and providing students with

informative, realistic expectations is integral to an enjoyable learning experience.

Suitable identification of your individual needs prior to learning helps us determine your

support level so we can provide adequate education to help in a successful completion. It’s

one of the reasons we predominantly offer online courses. Our flexible online courses enable

students to access education in all regions of Australia and at any time of the day, helping

support students to complete courses on their own schedules.

Please ensure you notify CTW should you know or foresee any additional education and/or

support service so we can best meet your needs.

SUPPORTING STUDENTS

The following support services that CTW currently offer include, but are not limited to:

• Comprehensive informational Student Handbook

• Detailed website for pre-enrolment and support information

• Ongoing learning and assessment support contact if needed

• Free course extension opportunities (reasonable accommodation)

• Free re-assessment opportunities (reasonable accommodation)

• Flexible scheduling and commencement of course

• Information and communications technology support

• Printable learning materials

• Referrals to approved list of RTOs for alternative methods of training and assessment

• Referrals to LLN or support needs assistance

At any point in your pre-enrolment and learning journey, you can contact CTW via our contact

details information to discuss any of the above support services or any other education,

informational or support requirements you may have.

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KEEPING STUDENTS INFORMED

CTW understands changing the terms and conditions or the services specified in their service

agreement without providing proper notification would be a breach of consumer rights.

Where possible CTW endeavours to inform all learners of any changes to the agreed services

outlined in the Standards for Registered Training Organisations (RTOs) 2015, 28 days prior to

change occurring. This information would be posted on the CTW website, and all students

notified via email.

COMPLAINTS AND APPEALS

What is the difference between a request for support and a complaint or appeal?

CTW takes all complaints seriously and aims to ensure complaints and appeals are recorded,

acknowledged, and dealt with fairly, efficiently, and effectively. This is done through a clear

and practical set of guidelines.

A request for support may look like:

• Asking a question relating to an extension of time

• Unsure about where to find information

• Needing guidance from a trainer

Please see Supporting Students in the Student Handbook on how to request support.

Lodging a complaint may look like:

• Paying a fee for a service and not receiving a service

• Inappropriate or unprofessional conduct

• Not satisfied with CTW’s information, policies and procedures, staff

or quality of service

Requesting an appeal may look like:

• Dissatisfied or request for review on decisions, including assessment

• Dissatisfied a request for Credit Transfer was denied

IMPORTANT

Before making any complaints or appeals please read the full

Complaints and Appeals Policy in the Appendix

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Any complaints or appeals should be directed in writing via email to

complaints@cleartowork.edu.au.

Included in this email should be:

• Your full name, mobile/telephone, and student number

• The issue you are raising (complaint or appeal) - detail what has happened

• Any evidence that you have to support your case and/or steps you have taken to try

and resolve it

• Suggestions on how you think CTW could resolve your issue

All complaints received by Clear to Work are recorded in the complaints register and

acknowledged within 10 business days.

If the complaint cannot be resolved at that level, it will be escalated to the Clear to Work CEO

and management team for review. CTW Management will make every effort to investigate and

resolve the issue and remain in open, transparent communication.

Where a complaint or appeal cannot be resolved through discussion and reconciliation, CTW acknowledges the need for an appropriate external, independent person/party to mediate. The parties involved will be given the opportunity to formally present their case in an independent forum. If the person making the complaint or appeal feels they have not been treated fairly or that the result is unreasonable after following the above process, they are advised to seek a review from an independent organisation at their own expense. Students could also contact:

• National Training Complaints Hotline - Complaints or via phone on 13 38 73, Monday to Friday, 8am to 6pm

• Emailing at skilling@education.gov.au

• ASQA at www.asqa.gov.au.

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TRAINING AND ASSESSMENT

CTW produces high quality training and assessment materials that are researched, industry

current, compliant, and effective for learning job ready skills. All accredited courses that CTW

delivers can be found at www.training.gov.au. Here you can find all the requirements needed to

be deemed competent in your course. RTO’s like CTW train and/or assess individuals to

nationally certify their competence in particular workplace skills and knowledge.

WHAT IS TRAINING AND ASSESSMENT

Training is where the student learns all the skills and knowledge necessary to be deemed

competent.

According to the Standards for Registered Training Organisations (RTOs) 2015, Assessment

means the process of collecting evidence and making judgements on whether competency has

been achieved, to confirm that an individual can perform to the standard required in the

workplace, as specified in a training package or a vocational education and training (VET)

accredited course

For example, if your accredited course was ‘Baking a Cake’ the training component may include

what utensils to use and how to use them, how to read recipes, how to measure ingredients

appropriately etc. The Assessment is like a ‘test’ at the end of learning and would most likely

consist of baking a cake within the time allocated and to the specifications of the recipe. An

assessor can then make a judgment on competency through the evidence collected in the

assessment.

WHAT IS ‘COMPETENT’ (C)?

Also known as ‘Satisfactory’ (S).

If you have provided correct and sufficient responses, evidence, for the accredited course, the

assessor will mark, or deem you ‘Competent’. ASQA states competency is “the consistent

application of knowledge and skill to the standard of performance required in the workplace.

It embodies the ability to transfer and apply skills and knowledge to new situations and

environments.”

WHAT IS ‘NOT YET COMPETENT’ (NYC)?

Also known as ‘Not Yet Satisfactory (NYS)’.

If you have provided incorrect or insufficient responses, evidence, for the accredited course,

the assessor will explain why the response provided does not show that you fully possess the

competency against the standards and provide advice on further responses to be provided. It

is up to you to re-submit your responses.

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When you feel you are ready, you can be reassessed. You will not have to do the whole

assessment again. You will only be re-assessed in those areas where you have been marked

not yet satisfactory.

HOW MANY TIMES CAN I APPLY FOR ASSESSMENT?

All students are provided with 3 attempts to complete assessments. If your assessor marks

your assessment NYC/NYS, they will provide you with feedback on how to correct your

submission. After 3 NYC or NYS submissions, you will need to contact CTW Student Services to

discuss how to proceed.

INTENTIONAL DECEPTION AND CHEATING

There are two major areas where CTW detects cheating which are attempts at fraud and

plagiarism. As a company that provides training 100% online, we have implemented strict

measures to prevent and/or catch fraud and plagiarism.

FRAUD AND PLAGIARISM

As a Registered Training Organisation (RTO), CTW must authenticate each student’s work as their own. After the enrolment process, all students must submit evidence and undergo identification checks to verify themselves as the person enrolling in training and submitting all assessments. If CTW Student Services has reasonable doubt over a student’s identity or that the person submitting an assessment does not match the identity provided on the student’s account, a follow up with the student will be made to obtain clarification. A request for secondary identification may be made so that Student Services can confidently verify the student’s identity. If a student has been found utilising someone other than themselves to:

• speak on their behalf in a video

• answer written assessments on their behalf

• participate in live assessments this will be deemed as fraud/plagiarism. If the student has been found to have submitted potentially fraudulent work, CTW Student Services reaches out to the student to let them know that they have been found to have submitted potentially fraudulent work and are given an opportunity to respond. Upon further investigation, if it is deemed that the student has intentionally committed fraud or plagiarism, CTW Student Services will withdraw the student from the course with no refund given. The student will be notified of this decision, their LMS account will be suspended, and access will no longer be available to the student.

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STUDENTS MUST NOT:

Submit any learning or assessment completed by another person as their own work (written or video submissions) Present others work as their own, including text, video recordings, graphics or other material taken from any source without referencing Have someone other than themselves participate in any video recordings, live assessment questionnaires or forums

Plagiarism is presenting another person's work or ideas as your own. This means copying work from websites, textbooks, or other sources, and submitting it in an assessment. Plagiarism includes:

• Turning in someone else's work as your own (written and/or video) • Copying words or ideas from a website, book, or other source without giving

credit • Changing words but copying the sentence structure of a source • Copying so many words or ideas from a source that it makes up the majority

of your work, whether you give credit or not • Copying words from lots of different sources then putting them together as

your answer copying words directly from the learner resource

If you don’t reference information in your work, it is assumed that: • It’s your own idea • It’s common knowledge, e.g., you wouldn’t need to reference that Bendigo is

in Victoria • It’s common knowledge in your field of work, e.g., you must have a forklift

license to drive a forklift HOW TO AVOID PLAGIARISM

The skills of summarising and paraphrasing need to be exercised – read your learner resource, and any other sources, then re-write in your own words to demonstrate your own understanding. If you do need to quote directly (often this happens with legislation) make sure you cite where you got it from. This can be done simply by putting the details of your source at the end of the sentence or paragraph (e.g., sourced from www.fairwork.gov.au). If you’re unsure check with your trainer/assessor.

COURSE EXTENSION The duration of each course is stated on the CTW website under Course Facts/Course

Description.

If a student wishes to continue with a course beyond the initial enrolment expiry date, they

can do this by clicking on the Extend Course button that appears next to their course in the

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LMS after the expiration date has been reached, and then making the payment. This will

extend the student’s access to the course for an additional 14 days. A student may purchase

additional extensions as necessary.

There may be extenuating circumstances where a student may be provided an extension free

of charge. This will be at the sole discretion of CTW. If the student feels they have

extenuating circumstances and would like CTW to consider waiving the course extension fee,

they may reach out to CTW Student Services by emailing info@cleartowork.com.au.

SUCCESSFUL COMPLETION

RTO’s like CTW train and/or assess individuals to certify their competence in particular

workplace skills and knowledge. Once a CTW student enrolled in one of our Nationally

Recognised Training courses has successfully:

o Met the training and assessment product requirements

o Completed all identification, enrolment, USI information

o Paid all fees

CTW can certify the student's skills and knowledge. This is done by issuing an AQF Certification

Documentation. Statements of Attainment are protected documents produced to an

authorised template - AQF Certification Documentation.

You will be able to access your results and documentation via your portal at any time in the

future. Should CTW cease to exist, all student information will be forwarded to ASQA.

Please see below what you could expect to receive in your student portal if you have

successfully completed your course.

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WHAT IF I DO NOT AGREE WITH THE RESULT?

There is a process available that allows for a review of your evidence. If you do not agree with

the result, you should discuss this first with your assessor. If the issue cannot be resolved with

the trainer, CTW has appeal procedures instituted that you should follow. Please refer to the

“Complaints and Appeals” section of this handbook.

REGULATIONS, LEGISLATIONS AND COMPLIANCE

KEY LEGISLATION

CTW follows and complies with all state and federal legislative and regulatory obligations. All

changes to existing State and Federal legislative and regulatory obligations are updated

accordingly through our website, this Student Handbook, and the Student Portal.

As an RTO CTW must adhere to the following Key Legislation and framework to ensure

compliance and establish best practice. This legislation governs our obligations as a Registered

Training Organisation, our obligations to you as our clients, and relates to the industry that we

are conducting training for.

• VET Quality Framework

Unit/s of Competency

AQF Statement of Attainment

This will provide proof of the completion of certian Unit/s of Competency or Skill Set but not a full qualification. In some circumstances this may be used to obtain certain

state licenses or certifications.

None Accredited

Training

CTW Certificate of Completion

Although this is not an AQF Certified document, it is effective in providing evidence of skills and knowledge

learnt.

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o Standards for Registered Training Organisations (RTOs) 2015 o Australian Qualifications Framework o Fit and Proper Person Requirements 2011 o Financial Viability Risk Assessment Requirements 2011 o Data Provision Requirements 2020

• National Vocational Education and Training Regulator Act 2011

• Australian Skills Quality Authority (ASQA)

• Australian Vocational Education and Training Management Information Statistical Standard (AVETMISS)

• National Centre for Vocational Education Research (NCVER)

• Standards for VET Accredited Courses 2021

• Student Identifiers Act 2014 o National VET Data Policy o Unique Student Identifier

• Australian Privacy Principles

• The Privacy Act 1988

CTW is also subject to a variety of legislation related to general business practice as well. This legislation is continually being updated and all our team are made aware of any changes. Current legislation is available online at Australasian Legal Information Institute and covers areas such as:

o Anti-discrimination – Human Rights and Equal Opportunity o Workplace Health and Safety o Disability o Copyright

CONSUMER RIGHTS

It’s important that all students understand their rights as a consumer. Should students need to seek advice from Consumer Law experts the following can help; Consumer protection agencies The consumer protection agency in your state or territory:

• can provide information about seeking a refund or a cancellation of your course fees

• can provide information about your rights and obligations

• may be able to help you negotiate with your training provider

State or territory Agency and contact details

Australian Capital Territory (ACT) ACT Fair Trading Phone: (02) 6207 3000

New South Wales (NSW) NSW Fair Trading Phone: 13 32 20

Northern Territory (NT) Northern Territory Consumer Affairs Phone: 1800 019

319

Queensland (QLD) Fair Trading Phone: 13 74 68

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State or territory Agency and contact details

South Australia (SA) Consumer and Business Services Phone: 13 18 82

Tasmania (TAS) Consumer Affairs and Fair Trading Phone: 1300 65 44

99

Victoria (VIC) Consumer Affairs Victoria Phone: 1300 55 81 81

Western Australia (WA) Consumer Protection Phone: 1300 304 054

State or Territory Ombudsman Your state or territory ombudsman may be able to help if your complaint is about fees and refunds

State or territory Ombudsman website address

Australian Capital Territory (ACT) www.ombudsman.act.gov.au

New South Wales (NSW) www.ombo.nsw.gov.au

Northern Territory (NT) www.omb-hcscc.nt.gov.au

Queensland (QLD) www.ombudsman.qld.gov.au

South Australia (SA) www.trainingadvocate.sa.gov.au

Tasmania (TAS) www.ombudsman.tas.gov.au

Victoria (VIC) www.ombudsman.vic.gov.au

Western Australia (WA) www.ombudsman.wa.gov.au

If you are studying with a provider that is located in a different state or territory to where you live, you can report your concerns to the Australian Competition & Consumer Commission.

PRIVACY CTW takes the privacy of our students very seriously and take steps regularly to ensure Student

and stakeholder information complies with all legislative requirements and guidelines. CTW

Privacy Policy commits us to adhering to the legislative requirements set down by the Privacy

Act 1988 and the Australian Privacy Principles.

The Student Records – Privacy & Access Guidelines apply to personal information collected,

stored, and managed by CTW for internal use, in connection with academic programs, and for

the compilation of statistical reports to meet the requirements of relevant Departments of

Education and Training, the Federal Department of Education and Training

(www.education.gov.au) and National Centre for Vocational Education Research (NCVER) who

use student data for statistical reports.

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CTW stores student information in different ways, including hard copy documentation kept on

individual student files and information kept electronically on the relevant student record

database. This information will be kept confidential and will only be accessed by CTW staff that

require such access to undertake their duties. Personal information will not be given to third

parties outside CTW.

The limited exceptions to this are:

• Where the individual has provided written consent for disclosure.

• Where CTW is required or authorised to do so under Australian law including

information to DEEWR with regards to the ESOS Act, National Code and Assurance

Fund.

• Where the disclosure is judged to be in the clear interest of the individual (i.e., to

prevent or lessen an imminent and serious threat to an individual’s life or health).

If a student believes that the personal information is incorrect, inaccurate, or out of date, the

student should advise CTW immediately so that reasonable steps may be made to correct the

information.

If a student believes their personal information has not been dealt with in accordance with

appropriate privacy principles, they may make a complaint via the Complaint and Appeals

Policy.

Students that are experiencing trouble accessing their information should contact CTW

Support Services via the contact details page.

PAYMENTS AND FEES

CTW offers a range of online Nationally Accredited and non-accredited courses. The terms and

conditions vary dependant on the type of learning program a student is enrolled in, please see

the CTW Website for specific:

o Cost

o Payment methods

o Information on enrolling in multiple courses

o How to access training directly after payment

o Information on the CTW Secure Payment Gateway

REFUNDS

Prior to the commencement of any training, CTW is open and transparent in providing all

students with information on fees, refunds, and terms and conditions to encourage students

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to make an informed decision when purchasing any of our services. This information is

accessible to anyone at any time via the website, Student Handbook and enrolment

information.

It is the obligation of the student to read, understand and acknowledge their understanding

of all course and enrolment information prior to commencement.

For this purpose, CTW does not provide:

o Refunds for any accredited short courses or non-accredited courses.

o Refunds for change of mind, or choice of the wrong course.

o Refunds if you do not have the required technical knowledge, skill, or resources to

complete the course, as stated on the course description.

COURSE INCOMPLETION DUE TO ILLNESS OR HARDSHIP

In the event a student is unable to complete their training due to illness or hardship, CTW may,

at its discretion, allow a refund of the fees, provide a student with a complimentary extension

of their enrolment period, or provide additional assessment attempts.

CANCELLATION OF A COURSE BY CLEAR TO WORK

Should CTW cancel a course for any reason, students enrolled at the time CTW announces the

cancellation will be entitled to a full refund. This will not incur administrative charges or

penalties.

This does not apply to enrolments in courses that have expired. This also does not apply to

enrolments in courses that are superseded on the National Register, and where CTW

transitions students (refer to the CTW Transition Policy) to the newly released course.

FEES – ALTERNATIVE SERVICES

Your fees cover all learning materials, assessments, assessment marking, and student

telephone and email support. There are no hidden fees and charges. CTW reserves the right

to charge for additional services outside of the normal training and assessment services.

Please be aware that CTW may charge for the following services:

Credit transfer Charged when a student requests one or more full units of competency be recognized towards

their current enrolment with CTW

Recognition of prior

learning

Charged when a student requests one or more full units of competency be assessed via

recognition of prior learning.

Extension of

enrollment period Charged to a student should they choose to extend their access to a course for 14 days.

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Students may request a written quote prior to the provision of the services and will not be held liable for these

services until they receive a written quote.

* All fees are subject to change at any time without notice.

POLICY AND PROCEDURES

CREDIT TRANSFER

One of the most important features of the National Training System is the mutual recognition

of qualifications issued by other Registered Training Organisations (RTOs) under the guidance

of the Australian Quality Training Framework (AQTF).

Credit Transfer is an administrative process whereby the learner seeks credit for a Unit of

Competency they have previously achieved. If a student provides suitable evidence to show

they have successfully completed a unit or module at any RTO, CTW must provide credit for

the unit or module, unless a regulatory requirement or licence condition (including an industry

licensing scheme) restricts this. As many Units of Competency that CTW deliver are heavily

regulated by specific state law and licensing requirements, CTW may not accept a direct credit

transfer for a Unit of Competency that has been delivered under different state/licensing law

requirements.

CTW is not obliged to issue a qualification or statement of attainment that is achieved wholly

through recognition of units and/ or modules completed at another RTO or RTOs.

Recognition of qualifications issued by other RTOs does have a limited lifespan. If the

qualification/Statement of Attainment held by the student has been superseded and is no

longer on the National Register or is not the version required by the qualification into which

the student wished to enrol, national recognition does not apply. In such situations,

recognition of prior learning could be the appropriate way to proceed.

Procedure

Credit Transfer will only be granted for an entire unit of competency, not for individual

elements of competency. The procedure to make a Credit transfer application is as follows:

1. The student must complete the Request for Credit Transfer Form. This form will give the student 2 options to provide evidence for Credit Transfer.

a. Access to the Students USI Transcripts - A student’s USI transcript contains training outcome data submitted to the national collection by the student’s RTO as a true record of the training undertaken by the student since 2015, including completions and non-completions. As such, a student’s USI transcript is a valid way to

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authenticate the training undertaken by a student, comparable to calling the issuing RTO. CTW can directly view a USI transcript online via the USI transcript Service (www.usi.gov.au) for any student who has activated permission for them to do so in the USI Registry System. Students are able to activate this permission online at any time using a smartphone or any internet connected device (theirs or their RTOs). This represents an acceptable alternative to calling the issuing organisation. https://www.usi.gov.au/providers/find-student-usi

b. Use of traditional evidence gathering methods – The student must produce a copy of their USI transcript, certificate and/or Statement of attainment (including Transcript of Results) that has been verified by a JP. This evidence must also be verified by the institute through phone call or email from CTW.

2. Student submits the Request for Credit Transfer Form AND supporting documentary evidence

3. CTW will contact the issuing RTO or TAFE to verify information 4. Where the RTO or TAFE is no longer contactable, CTW will investigate the scope of the

issuing RTO/TAFE to ensure the competency and/or qualification was current at the time of printing.

5. CTW notifies student of result. 6. Student may appeal within 30 days of notification. Please refer to Complaints and

Appeals Procedure 7. If your previous study was a program at CTW you do not need to submit any supporting

documentation. Assessment Process CTW will assess all applications for credit transfer for relevance and currency:

• Relevance

To receive credit for a previously completed course that course must be equivalent in

content, learning outcomes and assessment requirements to the course you wish to

receive credit for. It must be current on the National Register – www.training.gov.au

• Currency

CTW will assess the student’s previous study for its currency to determine if the body

of knowledge and practice has changed significantly. If the course content has changed

significantly and the student has not maintained sustained practice in the field of study,

or if the course content differs due to state law and/or license or regulations.

Fees

CTW reserves the right to charge an administration fee for processing of Credit Transfers.

The CEO is responsible for the control and issuance of this policy.

RECOGNITION OF PRIOR LEARNING (RPL)

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Recognition of prior learning (RPL) is a process of gathering evidence of a student’s current

skills, knowledge, and experience to assess their competency against an accredited unit or

Competency or Full Qualification. CTW provides all students with the opportunity to receive

recognition of their current skills and knowledge. We promote and acknowledge ‘non-

traditional’ forms of assessment of competency and the process of RPL is open to all students

considering or enrolled in qualifications and accredited courses with CTW.

Students must be aware that the time and fees for RPL exceed those for full completion of an

online course with CTW.

In some instances, where students are enrolled in pre-vocational courses, or courses with

legislative or regulatory requirements, RPL may not be appropriate. This also applies to

students submitting evidence that is not current. Evidence relating directly to legislative and

regulatory competence will only be considered if the evidence applies to the most current

version of the applicable legislation/regulation.

The RPL assessment process includes:

Initial Inquiry | Student contacts CTW via the contact details information if they feel they

have a case to complete assessment via RPL.

Consultation and Support | Applications for RPL are considered on a case-by-case basis and

within 10 business days of application. CTW consults with the student to ensure they

understand the nature of evidence collection and have realistic expectations around the time

and financial commitment surrounding RPL vs recompleting the training and assessment.

Provision of Information | Student receives the RPL Kit with all instructions and suggested

evidence requirements needed to complete and submit for assessment.

Evidence Assembly | Students must then collect, document, and organise their evidence as

per the RPL Kit requirements to be presented in a Formal Portfolio for assessment.

Assessment, Including Additional Collection & Gap Identification | On receiving a Formal

Portfolio, the assessor may ask for additional evidence via avenues such as a competency

conversation, video observation, etc. Once sufficient evidence has been collected, the

assessor will mark the student as competent (C) or not yet competent (NYC). The assessment

of this evidence is done following the CTW Assessment Policy and Procedure. If a student is

deemed NYC, they may be given the option for further evidence collection and/or additional

learning to be undertaken and a secondary assessment, this may incur additional fees.

Post-Assessment Guidance | This feedback and information exchange enables the learner to

obtain feedback on their Formal Portfolio (assessment) results, informs unsuccessful

learners about appeals, and allows the RTO to gain feedback from students on the RPL

experience including aspects of process and system for future continuous improvement

considerations.

Certification | If assessment successfully demonstrates competency and meets all aspects of

the Assessment Policy and Procedure, the result is recorded as per the Records Retention

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and Management policy and a Statement of Attainment or certification is issued. following

the AQF Certification Policy and Procedure.

CTW reserves the right to charge an administration & assessment fee for processing of RPL.

Please contact student services for more information regarding fees.

COMPLAINTS AND APPEALS

CTW takes all complaints seriously and aims to ensure complaints and appeals are recorded,

acknowledged, and dealt with fairly, efficiently, and effectively. Every effort will be made to

resolve a complaint or appeal in accordance with this policy, and without prejudice or fear of

reprisal or victimisation.

This Policy and Procedures covers all complaints and appeals with regards to the conduct of:

a. the RTO, its trainers, assessors, or other staff b. a third-party providing services on the RTO’s behalf, its trainers, assessors, or other

staff c. a learner of the RTO

and in the context of:

• General complaints made by learners

• General complaints made by employers

• Any stakeholder with a demonstrated interest in the businesses conducted by the RTO

• Complaints made about a learner

• Complaints made against a Third Party which may be providing marketing, training,

assessment, or other services on behalf of Clear to Work

• Learner appeals to review or reconsider a decision it has made (e.g., an assessment

decision).

CTW aims at taking a preventative approach to complaints and appeals. This is done by

following robust policies and procedures, following through key continuous improvement

strategies, and solid communication between CTW team members and external interests. It is

essential that the Complaint and Appeals Policy and Procedure is transparent as possible to

ensure all parties are aware of their rights and responsibilities. This policy will be publicly

accessible to all CTW stakeholders and students.

CTW makes every effort to ensure students are provided with:

• An informational Student Handbook and Website detailing all information on the course, enrolment, training, and assessment.

• Enough information prior to enrolment on the expectations of student involvement, resource requirements and evidence needed for successful completion.

• Support Services available and ways to access that support

• Learning and assessment materials that:

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o are compliant o follow the Principles of Assessment - fair, flexible, valid, reliable o follow the Rules of Evidence – validity, sufficiency, current, authentic o are reviewed regularly for continuous improvement

• Support and Feedback during their learning and assessment journey

• Opportunities for re-assessment

• Contact and Website information on the responsibilities CTW has as an RTO under: o The Standards for RTO’s 2015 o Australian Qualifications Framework o Fit and Proper Person Requirements 2011 o Financial Viability Risk Assessment Requirements 2011 o Data Provisions Requirements 2020 o the Australia Skills Quality Authority and NVR Act

PROCEDURE

Confidentiality will always be maintained throughout the process of resolving complaints or appeals. CTW seeks to protect the rights and privacy of all involved, and to facilitate the return to a comfortable and productive learning environment.

All appeals and complaints must be dealt with in writing, CTW may also request an additional

telephone meeting.

1. Initial complaints should be directed in writing via email to

complaints@cleartowork.com.au. Included in this email should be:

a. Your full name, mobile/telephone and student number

b. The issue you are raising (complaint or appeal) detail what has happened

c. Any evidence that you have to support your case and/or steps you have taken

to try and resolve it

d. Suggestions on how you think CTW could resolve your issue

2. All complaints and appeals received by Clear to Work are recorded in the Complaints

and Appeals Register.

3. An acknowledgement of all initial complaints and appeals will be made by CTW within

10 business days of the receipt of the email and advising the appropriate process

ahead, or where possible, the complaint or appeal will be dealt with immediately by

the recipient (administration manager, trainer, and assessor).

4. If the complaint or appeal cannot be resolved at that level, it will be escalated to CTW CEO and management team for review. The complainant may also be asked to attend a telephone meeting to discuss and/or complete a formal complaint or appeal.

5. The CTW CEO and management team will consider some or all of the following to resolve the issue:

a. Allocate a ‘Case Manager’ - a member of staff allocated to communicate with the complainant to update and advise them on the progress of their complaint or appeal.

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b. Create an Action plan that may involve (but are not limited to) investigation of the details of the complaint or appeal, communication or mediation with the complainant or review of internal policy.

c. In the case of appeals, the assessment decision will be reviewed by a panel consisting of 3 members of the management team and qualified training and assessment staff (not involved in the appeal). The student will be notified of the appeal outcome (including reasons for the decision) in writing, within 30 days of lodging the form.

d. identify any continuous improvement opportunities. This will be documented on the Continuous Improvement Register.

Where a complaint or appeal cannot be resolved through discussion and reconciliation, CTW acknowledges the need for an appropriate external and independent person/party to mediate. The parties involved will be given the opportunity to formally present their case in an independent forum. If the person making the complaint or appeal feels they have not been treated fairly or that the result is unreasonable after following the above process, they are advised to seek a review from an independent organisation at their own expense. Students could also contact National Training Complaints Hotline - Complaints can be registered with the National Training Complaints Hotline via phone on 13 38 73, Monday to Friday, 8am to 6pm, or via email at skilling@education.gov.au or contacting ASQA at www.asqa.gov.au.

PRIVACY

Clear to Work (CTW) takes the privacy of our students very seriously and we will comply with

all legislative requirements. CTW Privacy Policy commits us to adhering to the legislative

requirements set down by the Privacy Act 1988 (Cth), including the National Privacy Principles.

STUDENT RECORDS

Privacy & Access Guidelines apply to personal information collected, stored, and managed by

CTW for internal use in connection with academic programs, and for the compilation of

statistical reports to meet the requirements of relevant Departments of Education and

Training, the Federal Department of Education and Training (www.education.gov.au), and

National Centre for Vocational Education Research (NCVER) who use student data for statistical

reports. CTW stores student information in different ways, including hard copy documentation

kept on individual student files and information kept electronically on the relevant student

record database. This information will be kept confidential and will only be accessed by CTW

staff that require such access to undertake their duties. Personal information will not be given

to third parties outside CTW.

The limited exceptions to this are:

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• Where the individual has provided written consent for disclosure.

• Where CTW is required or authorised to do so under Australian law including

information to DEEWR with regards to the ESOS Act, National Code and Assurance

Fund.

• Where the disclosure is judged to be in the clear interest of the individual (i.e., to

prevent or lessen an imminent and serious threat to an individual’s life or health).

If a student believes that the personal information is incorrect, inaccurate, or out of date, the

student should advise CTW immediately so that reasonable steps may be made to correct the

information.

If a student believes their personal information has not been dealt with in accordance with

appropriate privacy principles, they may make a complaint to CTW seeking an internal review.

A request for an internal review must be in writing and must be made within six months from

the date when the suspected breach occurred.

GLOSSARY

Access and equity - means policies and approaches aimed at ensuring that VET is responsive to the

individual needs of clients whose age, gender, cultural or ethnic background, disability, sexuality,

language skills, literacy or numeracy level, unemployment, imprisonment or remote location may

present a barrier to access, participation and the achievement of suitable outcomes.

Accredited short course - means a course accredited by the VET Regulator in accordance with the

Standards for VET Accredited Courses that leads to an AQF statement of attainment.

AQF - Australian Qualifications Framework - The AQF is the national policy for regulated qualifications

in Australian education and training.

AQF certification documentation - is the set of official documents that confirms that an AQF

statement of attainment has been issued to an individual.

Assessment - means the process of collecting evidence and making judgements on whether

competency has been achieved, to confirm that an individual can perform to the standard required in

the workplace, as specified in a training package or VET accredited course.

Trainers and Assessors - are persons who train (conduct learning) and assess a learner’s competence

Australian Qualifications Framework (AQF) - means the framework for regulated qualifications in the

Australian education and training system, as agreed by the Commonwealth, State and Territory

ministerial council with responsibility for higher education.

CTW - Clear to work Pty Ltd - includes all CTW’s partner RTO’s

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Code - means the unique identifier for units of competency, skill sets, VET accredited courses,

modules, AQF qualifications or training packages as required by the Standards for Training Packages

and Standards for VET Accredited Courses.

Competency - means the consistent application of knowledge and skill to the standard of

performance required in the workplace. It embodies the ability to transfer and apply skills and

knowledge to new situations and environments.

Current industry skills - are the knowledge, skills and experience required by VET trainers and

assessors and those who provide training and assessment under supervision to ensure that their

training and assessment is based on current industry practices and meets the needs of industry.

Current industry skills may be informed by consultations with industry and may include, but is not

limited to:

a. having knowledge of and/or experience using the latest techniques and processes;

b. possessing a high level of product knowledge;

c. understanding and knowledge of legislation relevant to the industry and to employment and

workplaces;

d. being customer/client-oriented;

e. possessing formal industry and training qualifications; and

f. training content that reflects current industry practice.

Government entity - means:

a. a Department of State of the Commonwealth; or

b. a Department of the Parliament established under the Parliamentary Service Act 1999 of the

Commonwealth;

c. an Executive Agency, or Statutory Agency, within the meaning of the Public Service Act 1999

of the Commonwealth;

d. a Department of State of a State or Territory; or

e. an organisation that:

i. is not an entity; and

ii. is either established by the Commonwealth, a State or a Territory (whether under a law

or not) to carry on an enterprise or established for a public purpose by an Australian law;

and

iii. can be separately identified by reference to the nature of the activities carried on

through the organisation or the location of the organisation whether or not the

organisation is part of a department or branch described in paragraph (a), (b), (c) or (d) or

of another organisation of the kind described in this paragraph.

Industry regulator - means a body or organisation responsible for the regulation and/or licensing

arrangements within a specific industry or occupation.

Learner or Student - means a person being trained and/or assessed by the RTO for the purpose of

issuing AQF certification and Non AQF documentation.

Mode of delivery - means the method adopted to deliver training and assessment, including online,

distance, or blended methods.

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Online Learning - The undertaking of a course via an eLearning online learning portal provided on

behalf of CTW.

Recognition of Prior Learning (RPL) - means an assessment process that assesses the competency/s of

an individual that may have been acquired through formal, non-formal and informal learning to

determine the extent to which that individual meets the requirements specified in the training

package or VET accredited courses.

a. formal learning refers to learning that takes place through a structured program of

instruction and is linked to the attainment of an AQF qualification or statement of attainment

(for example, a certificate, diploma or university degree)

b. non-formal learning refers to learning that takes place through a structured program of

instruction, but does not lead to the attainment of an AQF qualification or statement of

attainment (for example, in-house professional development programs conducted by a

business

c. informal learning refers to learning that results through experience of work-related, social,

family, hobby or leisure activities (for example the acquisition of interpersonal skills

developed through several years as a sales representative)

Record - means a written, printed, or electronic document providing evidence that activities have

been performed.

RTO - means a Registered Training Organisation.

RTO code - means the registration identifier given to the RTO on the National Register.

Services - mean training, assessment, related educational and support services and/or any activities

related to the recruitment of prospective learners. It does not include services such as student

counselling, mediation or ICT support.

Skill set - means a single accredited course or a combination of accredited courses from a training

package which link to a licensing or regulatory requirement, or a defined industry need.

Standards for VET Accredited Courses - are the standards made under subsection 188(1) of the

National Vocational Education and Training Regulator Act 2011 or the equivalent requirements

adopted by a non-referring State.

Statement of attainment - means a statement issued to a person confirming that the person has

satisfied the requirements of the unit/s of competency or accredited short course specified in the

statement.

Student Identifier - has the meaning given in the Student Identifiers Act 2014.

Training - is the process used by an RTO or a third-party delivering services on its behalf, to facilitate

learning and the acquisition of competencies in relation to the training product on the RTO’s scope of

registration.

Accredited Course - means the specification of the standards of performance required in the

workplace as defined in a training package.

VET - means vocational education and training.

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VET accredited course - means a course accredited by the VET regulator in accordance with the

Standards for VET Accredited Courses.

VET Quality Framework - comprises:

a. the Standards for Registered Training Organisations

b. the Australian Qualifications Framework

c. the Fit and Proper Person Requirements

d. the Financial Viability Risk Assessment Requirements

e. the Data Provision Requirements

VET Regulator - means:

a. the National VET Regulator; and

b. a body of a non-referring State that is responsible for the kinds of matters dealt with under

the VET legislation for that State.