Policies and Procedures

Policies & Procedures for Students

Rights and Responsibility


The adult learning environment within the RTO encourages and supports the participation of people from diverse backgrounds. The RTO’s aim is for each student to have an equal opportunity to learn in a supportive environment.


Students’ Rights


The RTO recognise that students have the right to:

Expect the RTO to provide training of a high quality that recognises and appreciates their individual learning styles and needs;

Have access to all the RTO’s services regardless of educational background, gender, marital status, sexual preference, race, colour, pregnancy, national origin, ethnic or socio-economic background, physical or intellectual impairment, and religious or political affiliation;

Have their prior learning, acquired competencies, and experience appropriately recognised in determining their requirements for training and assessment;

Be advised of the learning outcomes and prescribed assessment tasks for the training program of their choice prior to its commencement;

Appeal for a review of the results of an assessment;

Expect to achieve the published learning outcomes from their training program, if they, in turn, devote the necessary time and diligence to it;

Learn from fully qualified, competent and diligent trainers who observe their responsibility to address students’ learning needs, assist them to achieve the course outcomes, and assess their students’ work fairly;

Learn in an appropriately appointed, safe and clean learning environment, free of all forms of harassment and discrimination;

Be treated with dignity and fairness;

Expect the RTO to be ethical and open in their dealings, their communications and their advertising;

Expect the RTO to observe their duty of care to them;

Efficient handling of administrative matters including the processing of fees, concessions, refunds etc;

Privacy and confidentiality, and secure storage of student records in accordance with the RTO’s policies, to the extent permitted by law.


Students’ Responsibilities


Students are responsible for:

Understanding and accepting the enrolment conditions for the courses they undertake;

Providing accurate information about themselves at the time of enrolment, and to advise the RTO of any personal information changes, including to their address or phone numbers within seven days;

Paying of all fees and charges associated with their course; Signing in and out when attending training;

Abiding by any dress code stipulated by the RTO;

Not cheating or plagiarising in course work / assessments submitted for assessment;

Recognising the rights of staff and other students to be treated with dignity and fairness, and behaving in an appropriate and acceptable manner towards them;

Regular and punctual attendance;

Ensuring they attend classes sober and drug free, and smoke in designated areas;

The security of their personal possessions while attending a course; Promptly reporting all incidents of harassment or injury to the CEO;

Respecting the RTO’s property and observing policy guidelines and instructions for the use of equipment;

Seeking clarification of their rights and responsibilities when in doubt; Asking for assistance and / or support when needed.


Access and Equity


Access and Equity policies are incorporated into operational procedures. The RTO prohibits discrimination towards any group or individuals in any form, inclusive of:

  • Gender
  • Pregnancy
  • Race, colour, nationality, ethnic or religious background
  • Marital status
  • Physical or intellectual or psychiatric disability
  • Homosexuality (male or female, actual or presumed)
  • Age


The RTO encourages Students with diverse backgrounds and a genuine interest in expanding their knowledge and skill to apply for admission into all courses.


Programs are designed and wherever possible, facilities set up to enhance flexibility of delivery in order to maximise the opportunity for access and participation by disadvantaged people.


Training Guarantee


The RTO guarantees once you have commenced your course, training / assessment will be provided to allow you to complete the course.


Training that meets your needs


The RTO is committed to ensuring you receive training, assessment and support services that meet your individual needs. To achieve this, we need to know what your needs are.

If you at any point through-out your course you require any assistance or support please discuss these needs with the RTO staff and we will do our best to help. If you have any special needs, including Language and Literacy, learning, mobility, visual impairment or hearing please notify staff as soon as possible, preferably at the start of your course, to allow us to cater for any of your needs. If you do not tell us about any condition that may affect your learning, we will not be able to assist you if the need arises. Any information you tell us in relation to your needs will remain confidential and only used to support you.


Changes to Agreed Services


Where there are any changes to agreed services, the RTO will advise the learner, in writing as soon as practicable, including in relation to any new third party arrangements or a change in ownership or changes to existing third party arrangements.


Complaints Policy


This policy and procedure is to provide clear and practical guidelines to ensure that complaints and appeals lodged with the RTO can be resolved, equitably and efficiently, in accordance with the principles of natural justice. The Complaints Policy is there to manage and respond to allegations involving the conduct of the RTO, its trainers, assessors or other staff, a third party providing services on the RTO’s behalf, its trainers, assessors or other staff or student of the RTO.

The RTO acknowledges that a student, member of staff, or a member of the public, who has a complaint or appeal, has the right to raise the complaint or appeal and expect that every effort will be made to resolve it in accordance with this policy, without prejudice or fear of reprisal or victimisation.

The person making the complaint has the right to present the complaint or appeal formally and in writing.

The RTO will manage all complaints and appeals fairly, equitably and efficiently as possible.

The RTO will encourage the parties to approach the complaint or appeal with an open mind and to resolve problems through discussion and conciliation. Where a complaint or appeal cannot be resolved through discussion and conciliation, the RTO acknowledges the need for an appropriate external and independent person to mediate between the parties. The parties will be given the opportunity to formally present their case to the independent person.

Confidentiality will be maintained throughout the process of making and resolving complaints. The RTO seeks to protect the rights and privacy of all involved and to facilitate the return to a comfortable and productive learning environment.

A copy of this Policy is available to all students and staff via the RTO and is available in the Student Handbook. The information will also contain details of external authorities that they may approach.

Where complaints or appeals have been received, RTOs must securely keep evidence of how the matter was dealt with and the outcome (including the timeframes). The RTO will use this information received via any complaint to review the RTO’s processes and practices to ensure the issue doesn’t happen again.




Should a student have a complaint or appeal, the following steps are to be followed:


  1. If appropriate and possible, the Student should discuss the issue / complaint with the person involved to try and resolve it verbally.


  1. If no resolution is reached the student should, if appropriate and possible, discuss the issue / complaint with his / her trainer to see if it can be resolved.


  1. If still no resolution can be reached, or the issue is not related to a fellow student or a trainer, the student must put the following information relating to the complaint or appeal in writing using the Complaints or Appeals Form.
  • A description of the complaint or appeal;
  • State whether they wish to formally present their case;
  • Steps taken thus far to deal with issue / complaint;
  • What outcomes they would like to fix the problem & prevent it from happening again.


  1. If appropriate, the person making the complaint should bring the complaint or appeal to the attention of the trainer within seven (7) days of the issue taking place.


  1. If the person making the complaint is not a student, but a staff member or a member of the public, or if the complaint or appeal has not dealt with to the student’s satisfaction within a seven (7) day period, they may bring it to the attention of the CEO.

The CEO will either deal with the issue personally or arrange for it to be dealt with by a management representative. This process must commence within 48 hours from the time the CEO, or their delegate, receives written notification from the person making the complaint. A response / acknowledgment must be presented within 7 days.

The CEO / or Management Representative, must review the complaint and arrange a time for all parties to formally present their side / version of events. This should be arranged at separate times, ensuring neither party faces prejudice or fear of reprisal or victimisation.


  1. Once all parties have had a chance to present their information, the CEO / Management Representative will provide a written response to all parties confirming the outcome of the complaint within the 14 day period.


  1. Should the issue still not be resolved to the satisfaction of the person making the complaint, the RTO will make arrangements for an independent external person to resolve the issue. All parties will be given the opportunity to formally present their case. The time frame for this process may vary but should take no longer than 14 days.


  1. If any party is still not happy with external mediation, they may take their complaint to the Australian Skills Quality Authority (ASQA) or other relevant body.


  1. Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO will inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required, and regularly updates the complainant or appellant on the progress of the matter.


  1. All documentation relating to complaints or appeals will be securely archived either with the student file or in the RTO’s document management system for audit purposes.


The RTO’s CEO will be person responsible for the implementation and maintenance of the policy.


Appeals against Assessment Grades


Students may appeal against a result shown on their student record / assessment and may lodge their appeal as per the “Flowchart of Assessment Appeals Procedure”.


Flexible Forms of Assessment


The RTO has facilities to provide flexible forms of assessment as required for Students in proven extenuating circumstances. The student must apply in writing to the CEO with details of the circumstances. The CEO will assess the application, and the student notified in writing.


Access to Students Records and Participation


The RTO is committed to providing you with accurate and current records of you participation and progress. If at any point you wish to view your student file or discuss your progress in the course, please arrange at time with your trainer or the CEO and they will be more the willing to help you.


Once you complete your course and graduate, you can contact the RTO to discuss any matter, including obtaining a reprint of your Certificate and accessing your training record. As a graduate, please do not hesitate to contact the RTO at any time.