Alderdice & Associates Institute of Business
Alderdice & Associates Student Handbook www.a-a.edu.au Table of Contents Welcome! ................................................................................................................................... 4 Our Mission ............................................................................................................................... 4 Our Values ................................................................................................................................. 4 Application, Pre-Enrolment, Enrolment & Client Selection ..................................................... 5 Application................................................................................................................................. 5 Pre-enrolment ............................................................................................................................. 5 Enrolment ................................................................................................................................... 6 Client selection........................................................................................................................... 6 Unique Student Identifier (USI)................................................................................................. 7 What is a USI? ........................................................................................................................... 7 Do I need to get one? ................................................................................................................. 7 What do I need to do to get one? ............................................................................................... 7 Can Alderdice & Associates do this for me? ............................................................................. 7 How much does it cost? ............................................................................................................. 8 I have a USI. What do I do with it? ........................................................................................... 8 What if I forget my USI? ........................................................................................................... 8 USI Security ............................................................................................................................... 8 Delivery and Assessment Methods ............................................................................................ 9 Delivery methods ....................................................................................................................... 9 Assessment methods .................................................................................................................. 9 Credit Transfer ......................................................................................................................... 10 VET FEE HELP ....................................................................................................................... 11 Census dates – VET FEE-HELP.............................................................................................. 11 Fees and Refunds ..................................................................................................................... 12 Fees and Charges ..................................................................................................................... 12 Publication of fees and charges................................................................................................ 12 Fee payments ........................................................................................................................... 12 Refund Policy for Students Enrolled In Vet Fee-Help Enabled Courses ................................ 12 1. Withdrawal from a unit of study / course ............................................................................ 12 2. Refunds – students who are eligible for VET FEE-HELP assistance ................................. 13 3. Refunds – students who are not eligible for VET FEE-HELP assistance (Fee for Service)13 4. Payment of Refunds ............................................................................................................. 13 Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 2 of 26 AA003S Student Handbook Version 6 5. Special circumstances .......................................................................................................... 13 RTO Guarantee ........................................................................................................................ 13 Participant Training Records ................................................................................................... 14 Certificates and Statement of Attainments .............................................................................. 14 Replacement Qualification....................................................................................................... 14 Privacy ..................................................................................................................................... 15 Stakeholder feedback ............................................................................................................... 15 Code of Conduct ...................................................................................................................... 15 Discipline ................................................................................................................................. 16 Academic and Non-Academic Grievance Handling Policy and Procedure............................. 17 1. Policy ................................................................................................................................... 17 2. Definitions............................................................................................................................ 17 3. Policy coverage .................................................................................................................... 18 4. Before an issue becomes a formal grievance ....................................................................... 18 5. Procedure ............................................................................................................................. 18 5.1 Stage one – Formal grievance: ........................................................................................... 19 5.2 Stage two – Internal appeal: ............................................................................................... 19 5.3 Stage three – External appeal:............................................................................................ 20 6. Further action ....................................................................................................................... 20 7. Enrolment status................................................................................................................... 20 8. Record keeping & confidentiality ........................................................................................ 20 Access and Equity .................................................................................................................... 21 Student Support, Welfare and Guidance .................................................................................. 22 Legislative Requirements......................................................................................................... 24 Workplace Health and Safety (WH&S) ................................................................................... 24 Harassment and Discrimination ............................................................................................... 25 Specific principles .................................................................................................................... 26 Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 3 of 26 AA003S Student Handbook Version 6 Welcome! Welcome to Alderdice & Associates. Alderdice & Associates is a Registered Training Organisation with the following qualifications on our scope: SIT30713 Certificate III in Hospitality SIT40313 Certificate IV in Hospitality TAE40110 Certificate IV in Training and Assessment BSB51107 Diploma of Management BSB50207 Diploma in Business As a leading learning institution, we focus on inspiring our students to achieve their potential. As a student you will be investing in your career development. Our courses are designed to inspire you to achieve your aims. Our goal is to develop the next generation of highly skilled, highly sought after, informed and creative professionals, able to excel within today’s competitive business environment. Our Mission Alderdice & Associates aspires to produce leading edge, creative and entrepreneurial leaders for the knowledge-based economy. With commitment to an interactive, participative and technologically-enabled learning experience, we will provide a rewarding and challenging environment for faculty and students to kindle and sustain a passion for excellence. All of our actions will be molded by our set of core values. Our Values Leadership: is our courage to shape a better future Integrity: is our trade mark Commitment: is the key to our success Dependability: is our promise The spirit of smiles: is our growth engine This Participant Handbook ensures that our students are guided through Alderdice & Associates policies and procedures. We hope this handbook provides plenty of useful information. Please feel free to clarify any queries with any of our trainers or staff. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 4 of 26 AA003S Student Handbook Version 6 Application, Pre-Enrolment, Enrolment & Client Selection Alderdice & Associates has a three stage enrolment process designed to ensure that our students make an educated and informed decision when selecting us as their training provider. Our enrolment process allows us to work with prospective students to maximise their training outcomes and meet their needs. Information on courses delivered by Alderdice & Associates is available on our website at www.a-a.edu.au. If you do not have access to the internet please contact our office on 1300 20 65 10 and a member of our Admissions Team will arrange for all relevant information to be posted to you. Application During the application process; prospective students may: Complete a course application form (online or paper based). Complete USI (Unique Student Identifier) application (more info in USI section) Acknowledge that they have read our Student Handbook, Course Brochure and our Terms and Conditions. Where RPL or credit transfer could be considered the student will be contacted by one of our lecturers in that qualification to discuss previous experiences, studies and work that may be submitted for the review processes. Any price adjustments to be made to the course cost, in line with the decision, will be forwarded to you via email, using the email address that you provide to us. When an application is not made online, Alderdice & Associates will ensure that the prospective student is emailed this Handbook and that they respond in writing advising that they have read this Handbook. It is therefore essential that a valid email address is recorded when the prospective student completes an application and that you have access to a computer to be able to use the email address provided. The application process is non-committal and any information received from students at this point will not be disclosed with a third party. However, should the enrolment progress, students need to be aware that we have an obligation to supply their information to the national statistical database (or their State/Commonwealth representatives). Pre-enrolment Once an application has been received; Alderdice & Associates staff will contact you to discuss your application further and to establish your learning needs and to provide additional information. Particular emphasis is made on the following areas: Selecting the right qualification and units; pre-course activity and/or VET fee program (where applicable). Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 5 of 26 AA003S Student Handbook Version 6 Course information, including content and vocational outcomes. Fees and charges. How the training is conducted and how assessment is made. Your rights and obligations as a student. Support services available to you. Option of RPL or Credit Transfer and how to access these options throughout the course Enrolment As part of our enrolment process, to ensure that we can provide the most supportive learning experience to you, it is a requirement that you complete a ‘Pre-Assessment’ task. This task consists of 9 questions that allow Alderdice & Associates to assess the level of support you may need to be successful in your training program. Occasionally there may need to be the recognition that the accredited qualification that you have enquired about may not be achievable in one step. Where this is the case, and on the back of this assessment process, your lecturer will discuss with you the alternative routes and training pathways that you may take to achieve you goals. The final stage to this process involves completing official Alderdice & Associates paperwork and receiving a Welcome Letter confirming your enrolment. If you have requested RPL, or do we request RPL throughout your program, you will be sent an application form to complete. The allocated lecturer will discuss your completed RPL application with you in detail upon receipt (more information about RPL is provided under the RPL section of this handbook). Client selection Alderdice & Associates may assess applicants on their ability to meet the requirements of the course. Consideration takes into account prerequisite and Training Package assessment guidelines and will always be made in accordance with our Access and Equity policy. Prerequisite information for each of our courses is available on http://training.gov.au. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 6 of 26 AA003S Student Handbook Version 6 Unique Student Identifier (USI) From the 1st of January, 2015 all students enrolled in any form of Vocational Education and Training are required to have a Unique Student Identifier or ‘USI’. What is a USI? A USI is a 10 digit alpha-numeric number that is unique to each student in the Australian education system. This number allows students to keep a history of their results from all training they do, from all colleges and institutes, in one central location. Do I need to get one? If you don’t provide us with a USI, since it is a legal requirement for all training companies, we cannot print you a certificate at the end of the course or add your results to the national database. When you provide us with your USI, we will validate it and record your training results on your academic transcript. It’s easy to get a USI and you only have to do it once. What do I need to do to get one? It`s quite easy, just follow these 6 simple steps: STEP 1: Have at least one form of ID ready: Driver's License, Australian Passport, Medicare Card, Birth Certificate, Visa (with non-Australian Passport), Immigration Card or Citizenship Certificate. STEP 2: Have your personal contact details ready: Address, email and/or phone number. STEP 3: Visit www.usi.gov.au and click on 'Create a USI'. STEP 4: Agree to the terms and conditions and follow the steps. STEP 5: Request that your USI number be sent to you via email as postal notifications can take weeks. STEP 6: Provide us this number so that we can add it to your student file, without this number we cannot issue you with a certificate or provide you with an academic transcript of your grades. Can Alderdice & Associates do this for me? Alderdice & Associates can apply for a USI on your behalf. We are obliged under the legislation to obtain your permission and will not be able to access the USI System without declaring that we have your permission to do so. You will need to complete the ‘Alderdice & Associates USI Declaration form’ before we can apply for a USI on your behalf for a copy of this form please email our admissions team [email protected]. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 7 of 26 AA003S Student Handbook Version 6 How much does it cost? Getting your USI will not cost you anything. The USI is a free service provided by the government to make it easier for you to manage and track your training history. I have a USI. What do I do with it? Simply provide your USI to us and we will validate it for you and record your course outcomes against your academic transcript! What if I forget my USI? The website www.usi.gov.au provides an option for you to retrieve your USI, if you forget it. Alderdice & Associates encourages you to get a Unique Student Identifier and provide it to us as soon as possible so that we have it on file for you. USI Security Alderdice & Associates ensures that your personal information is secure at all times and that only authorised staff can access your records. Where identification is requested (outside of our enrolment process and for the sole purpose of applying for a USI on the student’s behalf); Alderdice & Associates has the means to securely destroy copies provided. It is important to understand that you, as the USI holder, have control over whom you disclose your USI to. You are entitled to withhold your number from Alderdice & Associates, however; please note that unless you supply your USI to Alderdice & Associates, we will be unable to issue any certification for competencies achieved. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 8 of 26 AA003S Student Handbook Version 6 Delivery and Assessment Methods Alderdice & Associates offers flexibility of learning and assessment methods in order to meet the differing needs of our clients. Please speak with your Trainer/Assessor or any staff member of the college if you believe that adjustments need to be made to accommodate your individual needs. Alderdice & Associates Trainers and Assessors are experienced industry professionals committed to providing a high standard of training and assessment. Assessments for all courses meet the principles of assessment in that they are fair, flexible, valid and reliable. Your industry expert will assist you in every aspect of your training and assessment program through regular on line and telephone support. Delivery methods Please refer to the courses available on the Alderdice & Associates website www.a-a.edu.au to determine which delivery method is available for your chosen course. Face-to-face This is a classroom based program led by one of our experienced Trainers with assessments to complete course requirements. Online Study is undertaken through our online Virtual Campus, which includes video lectures, support tutorials, a catalogue of resources and a vibrant discussion forum to facilitate rich learning experiences between students and faculty staff. This enables students to complete their study and assessment at their own pace; but with full support offered through email, phone and online collaboration, as well as the Alderdice & Associates support team. Recognition of Prior Learning (RPL) Alderdice & Associates recognises that some students may have previously gained skills and knowledge from a variety of different sources. Recognition of Prior Learning (RPL) provides an opportunity for those already skilled or experienced in a specific task or unit of competency to gain formal recognition for that skill in lieu of completing the training and assessment. Students who apply for RPL will work closely with an Alderdice & Associates lecturer to gather evidence supporting their existing skill. If you believe you already have skills and knowledge that would be covered in a unit or units offered by Alderdice & Associates, you should let us know as soon as possible. You can enquire or apply for Recognition of Prior Learning (RPL) at time of enrolment or at any time during the program. An RPL application kit will be provided to you by your lecturer. Assessment methods As you progress through the units there will be opportunity for you to test your own learning by completing a number of learning activities. At the end of each unit, you will be formally Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 9 of 26 AA003S Student Handbook Version 6 assessed by you lecturer after completion of the formal assessment activities. All evidence requirements are to be uploaded to the Alderdice & Associates Virtual Campus. This evidence will form part of your competency assessment. As such, students need to have or have access to a computer and the internet. Students are supported throughout their learning experience by a dedicated lecturer and tutor. The lecturer will make a judgement of competency based on the evidence provided according to the National Criteria. Our lecturers will ensure: The assessment process is valid, reliable, flexible and fair. All evidence submitted is considered in making their judgement. Assessment outcomes are recorded appropriately. Timely and constructive feedback on NYC (not yet competent) assessment outcomes is given to applicable students. Recognition of Prior Learning is offered and recorded. If competency is not awarded (NYC), students will be given the opportunity to resubmit their assessment. As students are assessed for the competencies, skills and knowledge required for the qualification students will also be reveiwed for other more general skill such as employability skills and foundation skills. These are the underlying skills that are threaded throughout completion of any qualification. They include the literacy, numeracy and digital literacy skills, but also more general skills needed in a modern day business such as: Communication, skills that contribute to productive and harmonious relations between employees and customers; Team work, skills that contribute to productive working relationships and outcomes; Problem-solving, skills that contribute to productive outcomes; Initiative and enterprise, skills that contribute to innovative outcomes; Planning and organising, skills that contribute to long-term and short-term strategic planning; Self-management, skills that contribute to employee satisfaction and growth; Learning, skills that contribute to ongoing improvement and expansion in employee and company operations and outcomes; and Technology, skills that contribute to effective execution of tasks. Credit Transfer Credit transfer is granted when you can demonstrate that your previous course of study is equivalent to the required outcomes or standards within a unit of competency or qualification. All AQF qualifications and statements of attainment issued by other Registered Training Organisations will be fully recognized by Alderdice & Associates upon verification with the Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 10 of 26 AA003S Student Handbook Version 6 issuing RTO. These qualifications could be used to reduce the study required in any training program offered by us. To apply for Credit Transfer, students need to complete our Credit Transfer Application Form which is available on request to any Alderdice & Associates staff member or [email protected]. VET FEE HELP Alderdice & Associates is approved by the Australian Government to offer VET FEE-HELP loans to eligible students undertaking higher-level VET qualifications (diploma level courses). If you are thinking of enrolling into a VET course at the diploma level or above, you might be eligible for VET FEE-HELP assistance to pay your tuition fees. VET FEE-HELP can be used to fully or partially subsidise tuition fees. Money sought through VET FEE-HELP cannot be used to pay for other expenses such as text books and accommodation. Only approved providers, such as Alderdice & Associates, can offer students VET FEE-HELP as a means to pay for their fees. For more information on VET FEE HELP, please refer to the Australian Government’s Study Assist website http://studyassist.gov.au/sites/studyassist/helppayingmyfees/vet-fee-help/pages/vet-fee-help. Census dates – VET FEE-HELP Census dates for our courses are displayed on our website www.a-a.edu.au under ‘studying with us’ followed by ‘start dates’. You must submit your completed Request for VET FEEHELP Assistance Form to Alderdice & Associates before the census date. If you do not submit your form on or before the census date, you will not be eligible for a VET FEE-HELP loan. The census date is also the last day you can withdraw from your enrolment without incurring the fees or a VET FEE-HELP debt. Students need to apply in writing to withdraw prior to their first census date to avoid being charged. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 11 of 26 AA003S Student Handbook Version 6 Fees and Refunds Alderdice & Associates makes every effort to ensure potential clients and students are made aware of its Fees, Charges and Refund Policy before accepting a student for enrolment. The policy applies to all fees and charges applicable to the provision of accredited training under the RTO Scope of Registration. Irrespective of the availability and receipt of government subsidies by an employer, school, or student, it is a requirement of Alderdice & Associates that where course fees, or other charges are applicable, these must be paid by the specified due dates on the tax invoice and paid in Australian dollars. All students and clients have the right to take action under Australia’s consumer protection laws. Fees and Charges Publication of fees and charges Full details of the fees and charges for all courses are made available in course promotional materials and on Alderdice & Associates’ website. Advertised fees will include all charges associated with the cost of training to the student (or employer). Fees and charges are always advised to the client/student prior to enrolment through the appropriate documentation. Any conditions relating to the payment of fees and charges is notified by a written invoice or in Employer Services Agreement. Fee payments Alderdice & Associates will accept the following payment methods: Credit Card payment Electronic payment Personal, Bank or Business Cheque VET-FEE-HELP Refund Policy for Students Enrolled In Vet Fee-Help Enabled Courses 1. Withdrawal from a unit of study / course Students of Alderdice & Associates who wish to withdraw from a VET unit of study or VET course of study must do so in writing. Students must include name, course and reason for cancelling. All cancellations must be emailed to [email protected] Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 12 of 26 AA003S Student Handbook Version 6 2. Refunds – students who are eligible for VET FEE-HELP assistance This section is applicable to students who are Australian citizens or permanent humanitarian visa holders (who are a resident in Australia for the duration of the VET unit of study) enrolled in a VET FEE-HELP enabled course offered by Alderdice & Associates. In the event of a student withdrawing from a VET unit of study on or before the census date for that unit of study: 100% of tuition fees paid for that unit will be refunded to the student; and The student will not incur a VET FEE-HELP debt. In the event of a student withdrawing from a VET unit of study after census date for that unit of study: No refund is applicable; and/or The student will incur a VET FEE-HELP debt. 3. Refunds – students who are not eligible for VET FEE-HELP assistance (Fee for Service) This section is applicable to students who are permanent residents (who are not permanent humanitarian visa holders who are residents in Australia for the duration of the VET unit of study) and New Zealand citizens enrolled in a VET FEE-HELP enabled course offered by Alderdice & Associates. In the event of a student withdrawing from a VET unit of study on or before the census date for that unit of study 100% of tuition fees paid for that unit will be refunded to the student. In the event of a student withdrawing from a VET unit of study after census date for that unit of study no refund is applicable. The notification must include students name, course name and reason for cancellation. 4. Payment of Refunds Refunds will be paid within 28 days of the census date of the VET unit of study to which the withdrawal applies. 5. Special circumstances A student who withdraws after the census date for a VET unit of study may apply for special consideration in line with the policy for Re-crediting a VET FEE-HELP Balance. RTO Guarantee Alderdice & Associates is committed to completing the training and assessment in every accredited course that it offers. Students that enrol into our courses, have paid their fees and have commenced training are covered by our RTO guarantee. Our guarantee is that you will receive the services and training that you require to complete your chosen qualification. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 13 of 26 AA003S Student Handbook Version 6 Participant Training Records Alderdice & Associates is committed to maintaining and safeguarding the accuracy, integrity, confidentiality and currency of our records. All hard copy records including individual participant records will be stored in a secure area. Our electronic records are stored in our computer system with our training records stored in our Job Ready RTO database. The computer system is password protected and security is maintained by appropriate software programs. Our software and hardcopy systems will retain your record of results for a period of no less than 30 years. You can access your own training records by contacting our admissions team at [email protected]. You can also authorise for your training records to be provided to others by completion of a Student Request for Record Release Form, which is also available through our admissions team. Certificates and Statement of Attainments Alderdice & Associates will only issue the formal qualification or statement of attainment to a student with a verified USI at the end of a course, unless special circumstances exist. These circumstances would include situations where a student is leaving the course or requires a statement for other work related purposes, or where a student is studying over an extended period of time. Other circumstances may arise, and these would be treated fairly and with due consideration for the student’s needs. All Statement of Attainments and Certificates will be issued to a student within 30 calendar days of the student being assessed as meeting the requirements of the training product if the training program in which the student is enrolled is complete. Replacement Qualification If you require a replacement certificate, please email your request through to our admissions team at [email protected]. Identity verification will need to take place to ensure the authenticity of the request, there is a fee for the replacement certificate of $25, and the certificate will not be re-issued until this replacement payment is made. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 14 of 26 AA003S Student Handbook Version 6 Privacy Alderdice & Associates takes your privacy very seriously and will comply with all legislative requirements, including the Privacy Act and National Privacy Principles (2001). In some cases, as required by law and as required by the National VET Regulator, Alderdice & Associates will need to make your information available to others. In all other cases, Alderdice & Associates ensures that your written permission is gained by completing the AA010TA Student Request for Record Release Form before providing your information to a third party. Throughout your course, Alderdice & Associates may be required to provide information on your progress to government departments such as the Australian Skills Quality Authority (ASQA), who may request to view your participant records when they audit Alderdice & Associates. Stakeholder feedback You are invited to provide feedback to Alderdice & Associates on your training and assessment experience, and on client support services that are provided by us. Alderdice & Associates uses nationally recognised feedback forms to assist us in measuring the quality of your experience with our organisation and to assist us in improving our programs for the future. Feedback forms are provided to you by your lecturer or tutor. Once these forms are completed, they are to be returned directly your lecturer/tutor or a nominated staff member of Alderdice & Associates. This feedback will then be sent to Alderdice & Associates Management who will review your feedback as part of our continuous improvement program. Feedback may also be gathered in various other forms such as in the form of emails and verbal discussions. We invite any suggestions or ideas on how we can improve our services. We also enjoy hearing about your positive experiences and providing that feedback to our staff. Code of Conduct It is expected that staff and students will work in a manner which displays respect for others and for property. It is also expected that they will show diligence in their work, honesty in all dealings with each other and other parties, and respect for the privacy of others. Staff and students will conduct themselves in a manner which respects the laws of Australia, including the states and the regulations of statutory bodies. The policies and procedures of Alderdice & Associates also form an important part of the code of conduct. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 15 of 26 AA003S Student Handbook Version 6 It is expected that all students will: Notify Alderdice & Associates of any change in address or personal details. Maintain a high standard of behaviour whilst undertaking educational activities and refrain from any activities that may result in unduly interfering with the comfort or convenience of other participants. Refrain from behaviour that may disrupt or interfere with the teaching or learning of others. Take responsibility to identify and tell staff about any individual learning needs Keep trainers and coordinators informed of any difficulties that may be interfering with their learning or where they may need some extra assistance. Check the assessment requirements for each subject including due dates and number of assignments. Be aware of, and meet, the trainers’ individual expectations in relation to submitting assignments, attendance, communication, negotiation and problem solving strategies. Be aware of, and comply with, the Alderdice & Associates’ policies that may affect students. Ensure arrival on time for any face-to-face teaching, to return by the stated times after breaks and not to leave early without prior notice and good reason. Leave training rooms clean and tidy. Ensure an understanding of the requirements for the assessment of the course or unit. Check that holidays, business commitments etc. do not clash with examinations. Observe at all times all safety, health and hygiene requirements, including appropriate dress, footwear and personal protective equipment. Conduct themselves appropriately at all times whilst a student with Alderdice & Associates. Breaches of the Code of Conduct shall be dealt with under Alderdice & Associates’ disciplinary policy and procedure. Discipline If a trainer is unhappy or dissatisfied with your behaviour, they have the authority to: Warn you that your behaviour is unsuitable Ask you to leave the class, or Immediately cancel the class Alderdice & Associates Management will deal with any disciplinary action where a student has breached the Code of Conduct. Students who wish to express a complaint in relation to disciplinary action taken have the opportunity to follow our complaints procedure. We expect that Alderdice & Associates trainers and staff will maintain a professional and ethical working relationship with all other staff, management and participants. Any breach of Alderdice & Associates disciplinary standards will be discussed with the trainer and Alderdice & Associates CEO, and appropriate action will be taken. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 16 of 26 AA003S Student Handbook Version 6 Academic and Non-Academic Grievance Handling Policy and Procedure 1. Policy Alderdice & Associates is committed to developing and maintaining an effective, timely, fair and equitable grievance handling system which is easily accessible to all complainants. Alderdice & Associates aims to: Develop a culture that views grievances as an opportunity to improve the organisation and how it works; Set in place a grievance handling system that is client focused and helps Alderdice & Associates to prevent grievances from recurring; Ensure that any grievances are resolved promptly, objectively and with sensitivity and in complete confidentiality; Ensure that the views of each complainant and respondent are respected and that any party to a grievance is not discriminated against nor victimised; Ensure that there is a consistent response to grievances. A grievance can be defined as a person’s expression of dissatisfaction with any aspect of Alderdice & Associates’ services and activities, including both academic and non-academic matters, such as: the enrolment, induction/orientation process; the quality of education provided; academic issues, including student progress, assessment, curriculum and awards in a VET course of study; handling of personal information and access to personal records; the way someone has been treated. These grievance procedures are designed to ensure that Alderdice & Associates responds effectively to individual cases of dissatisfaction. 2. Definitions Complainant refers to the person(s) who formally instigates a grievance. Respondent refers to the person(s) or institution against whom the grievance is lodged. Informal Grievance refers to a range of processes, such as a discussion, a request or a query lodged with a staff member. Formal Grievance refers to the formal lodging of a written grievance. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 17 of 26 AA003S Student Handbook Version 6 3. Policy coverage This policy is designed to cover all complainants including: Individuals who are, or would be, entitled to VET FEE-HELP assistance (Australian citizens or permanent humanitarian visa holders who are resident in Australia for the duration of a VET unit of study); Individuals who are not eligible for VET FEE-HELP assistance (permanent residents who are not permanent humanitarian visa holders and New Zealand citizens). In relation to non-academic grievances, the term “complainant” applies to both current students of Alderdice & Associates and persons seeking to enroll with Alderdice & Associates. These grievance procedures will be made available to complainants regardless of the location of the campus at which the grievance has arisen, the mode in which they study or their place of residence. 4. Before an issue becomes a formal grievance Complainants are encouraged, wherever possible, to resolve concerns or difficulties informally with the person(s) concerned. Staff are available to assist in the resolution of issues at this level. Complainants may raise an informal grievance by contacting Alderdice & Associates in person or by phoning 1300 20 65 10, and asking to speak to the Training Operations Manager. 5. Procedure This procedure can be utilised by complainants to submit a grievance of an academic or nonacademic nature. Grievances of an academic nature include issues related to student progress, assessment, curriculum and awards in a VET course of study. Grievances of a nonacademic nature cover all other matters including grievances in relation to personal information that Alderdice & Associates holds in relation to an individual. During all stages of this procedure Alderdice & Associates will take all steps to ensure that: the complainant and any respondent will not be victimised or discriminated against; the complainant has an opportunity to formally present their case and each party to a grievance may be accompanied and assisted by a support person at any relevant meetings; a full explanation in writing for decisions and actions taken as part of the process will be provided if so requested by the complainant or a respondent; where the internal or external grievance handling or appeal process results in a decision that supports the complainant, Alderdice & Associates will immediately implement any decision and/or corrective and preventative action required and advise the complainant of the outcome; there is no cost to the complainant to utilise this grievance procedure. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 18 of 26 AA003S Student Handbook Version 6 5.1 Stage one – Formal grievance: Formal grievances must be submitted in writing marked to the attention of the Training Operations Manager as follows: Alderdice & Associates Training Operations Manager P.O. Box 162 Panania, 2213 NSW Receipt of the grievance will be acknowledged in writing. The grievance handling process will commence within ten working days of receipt of the formal grievance and all reasonable measures will be taken to finalise the process as soon as practicable. The Training Operations Manager, or their nominee, will then, if necessary, seek to clarify the outcome that the complainant hopes to achieve. Such clarification may be sought by written or verbal request or by a face-to-face interview with the complainant. When such clarification occurs in a face-to-face interview the complainant or respondent may ask another person to accompany them. The Training Operations Manager, or their nominee, will then endeavour to resolve the grievance and will provide a written report to the complainant on the steps taken to address the grievance, including the reasons for the decision, within ten working days. The report will further advise the complainant of their right to access the internal appeals process if they are not satisfied with the outcome of their formal grievance. 5.2 Stage two – Internal appeal: If a complainant is dissatisfied with the outcome of their formal grievance they may lodge an appeal within 20 working days of receiving notification of the outcome of their formal grievance. The Managing Director will appoint a senior authorized officer or a committee to consult with the complainant and other relevant parties within ten working days. Where possible such consultations should take the form of face-to-face interviews. The complainant or the respondent may ask another person to accompany them to these interviews. Following the consultation, the senior authorized officer, or the committee, will provide a written report to the complainant advising the further steps taken to address the grievance, including the reasons for the decision, within ten working days. The report will further advise the complainant of their right to access the external appeals process if they are not satisfied with the outcome of their internal appeal. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 19 of 26 AA003S Student Handbook Version 6 5.3 Stage three – External appeal: If the Complainant is not satisfied with the outcome of their appeal then an independent mediator will be sourced by Alderdice & Associates through LEADR, the Association of Dispute Resolvers. Costs of such mediation will be shared equally by Alderdice & Associates and the Complainant. Alderdice & Associates agrees to be bound by the External Reviewer’s recommendations and the Chief Executive Officer will ensure that any recommendations made are implemented within 30 days of receipt of the report from the External Reviewer. 6. Further action If a grievance still remains unresolved after the external appeal, the complainant may decide to refer the matter to the National Training Complaints Hotline on 13 38 73. Nothing in this policy and procedure limits the rights of individuals to take action under Australia's Consumer Protection laws. These procedures do not circumscribe an individual's rights to pursue other legal remedies. 7. Enrolment status Where a current student chooses to access this policy and procedure, Alderdice & Associates will maintain that person’s enrolment while the grievance handling process is ongoing. 8. Record keeping & confidentiality A written record of all grievances handled under this procedure and their outcomes shall be maintained for a period of at least five years to allow all parties to the grievance appropriate access to these records, upon written request to the Privacy Manager. These records will be maintained at the Alderdice & Associates Head Office in Sydney. All records relating to grievances will be treated as confidential and will be covered by Alderdice & Associates’ Privacy Policy and Procedures. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 20 of 26 AA003S Student Handbook Version 6 Access and Equity Alderdice & Associates is committed to ensuring that training opportunities are available to all people on an equal and fair basis. All participants have equal access to training programs irrespective of their gender, culture, linguistic background, race, socio-economic background, disability, age, marital status, pregnancy, sexual orientation or carer’s responsibilities. Alderdice & Associates will endeavour to meet the needs of individual students through the integration of access and equity guidelines. We will endeavour to ensure that equity principles for all people are implemented through the fair allocation of resources and the right to equality of opportunity without discrimination. Alderdice & Associates will endeavour to increase opportunities for people to participate in the training programs delivered within the vocational education and training system. Alderdice & Associates is committed to the following principles: Ensuring that the student recruitment and admission process is bias-free and nondiscriminatory, Ensuring that the learning environment is free from harassment, discrimination and victimisation Ensuring that all curricula developed by Alderdice & Associates are inclusive of a range of student needs Providing an assessment process that is fair, valid, reliable and consistent through Ensuring that grievances are addressed in a fair and equitable manner. Alderdice & Associates is committed to supporting disadvantaged students, and has developed strategies and support services aimed at assisting the following disadvantaged groups; People with a disability People with Literacy, Numeracy or English Language difficulties Aboriginals and Torres Strait Islanders Jobless Families, Parents and Carers Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 21 of 26 AA003S Student Handbook Version 6 Student Support, Welfare and Guidance Alderdice & Associates will assist all participants in their efforts to complete our training programs. In the event that you are experiencing any difficulties with your studies, you should discuss these difficulties with your lecturer, tutor or any Alderdice & Associates staff member. Alderdice & Associates is committed to the welfare of our students. We are able to provide mentoring and support services to students to help ensure they have every opportunity to achieve the required level of competency. To gain access to support and welfare support, students simply need to advise their lecturer, tutor or any Alderdice & Associates staff and we will immediately arrange for our Student Mentor to make contact. The Student Mentor will introduce themself to all students. Should you be experiencing any personal difficulty, Alderdice & Associates will make every attempt to accommodate your needs within our limited capacity. Alderdice & Associates has a compassionate and understanding approach to the difficulties of our students. If your needs exceed our capacity, Alderdice & Associates will refer you onto an appropriate external agency. You can seek support immediately by contacting: Issue 000 Service /Agency Website Phone Police fire Ambulance 000 Police Assistance Line 131 444 Crime Stoppers www.crimestoppers.com.au Reachout .com Advice & Wellbeing/Tough Referral for Times/Grief under 25’s School Uni Study/Bullying 1800 333 000 http://au.reachout.com Heath/Drugs/More Alcoholics Australian Anonymous Gambling Help www.aa.org.au 1300 22 22 22 www.gamblinghelponline.org.au 1800 858 858 1800 633 635 G‐Line (gambling) Addictions Disorders Narcotics Anonymous Anxiety Information Disorder Butterfly Foundation National Support Line – Eating disorders Health Beyond Blue Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 www.na.org.au 1300 652 820 www.ada.mentalhealth.asn.au 1300 794 992 thebutterflyfoundation.org.au 1800 33 4673 www.beyondblue.org.au 1300224 636 Page 22 of 26 AA003S Student Handbook Version 6 and Counselling Family Planning www.fpahealth.org.au 1300 658 886 Q Life – Gay Lesbian Trans www.qlife.org.au/ 1800184 527 Services Health Direct Australia – 24hr health advice www.healthdirect.gov.au 1800 022 222 www.lifeline.org.au/ 131 114 Mental Health Information Service www.mentalhealth.asn.au 1300 764 991 National Sexual Assault, Family & Domestic Violence Counselling www.dvrcv.org.au Lifeline 1800 737 732 1300 792 798 Pregnancy Help Australia www.pregnancysupport.com.au QLD NSW ACT VIC 1300 655 156 SA WA NT Relationships Australia www.relationships.org.au 1300 364 277 www.suicidecallbackservice.org.au 1300 659 467 Australian Council of Adult Literacy www.acal.edu.au/ 03 9469 2950 TIS National - Telephone Interpreting Services www.tisnational.gov.au 13 14 50 Suicide Call Back Service LLN Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 23 of 26 AA003S Student Handbook Version 6 Legislative Requirements Alderdice & Associates is subject to a variety of legislation related to training and assessment as well as general business practice. This legislation is continually being updated and Alderdice & Associates management is responsible for ensuring all Alderdice & Associates personnel are made aware of any changes to current legislation. Current legislation is available online at www.austlii.edu.au and www.legislation.nsw.gov.au Current legislation that effects our operations includes, but is not limited to, the legislation listed below: Commonwealth Legislation: Human Rights and Equal Opportunity Commission Act 1986 Disability Standards for Education 2005 Disability Discrimination Act 1992 Racial Hatred Act 1995 Racial Discrimination Act 1975 Sex Discrimination Act 1984 Privacy Act And National Privacy Principles (2001) Skilling Australia's Workforce Bill 2005 Skilling Australia's Workforce (Repeal and Transitional Provisions) Bill 2005. State Based Legislation: Vocational Education and Training Act 2005 Apprenticeship and Traineeship Act 2001 NSW NSW Anti-discrimination Act (1977) Workers Compensation Regulation 2003 Workplace Injury Management and Workers Compensation Regulation 2002 Affirmative Action (Equal Employment Opportunity for Women) Act (1986) WorkCover Legislation Amendment Act (1996 No. 120) Dangerous Goods (General) Regulation 1999 Occupational Health and Safety Act 2000 (as amended 2002) Copyright Act, 1879. 42 Vic No 20 (modified 2006) Occupational Health and Safety Regulation 2001 Workplace Health and Safety (WH&S) It is our duty of care to provide you with a safe learning environment as per the legislative standards. Although we do perform regular inspections, we do ask our classroom based students to report any identified hazards or risks in our facilities. For more information please speak to your lecturer or an Alderdice & Associates staff member. In the event of assessment being conducted in a workplace environment, all Alderdice & Associates personnel will comply with the workplace’s WHS procedures when on site. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 24 of 26 AA003S Student Handbook Version 6 Harassment and Discrimination Under Australian law, Alderdice & Associates is required to ensure that we provide an environment that is free from all forms of harassment and discrimination (including victimisation and bullying), so that staff and participants feel valued, respected and are treated fairly. Alderdice & Associates management will ensure that all of our staff and contractors understand their roles and responsibilities in creating such an environment, by a process of training, communication, mentoring and by example. We will ensure all of our staff are aware of the processes and procedures for addressing any form of harassment or discrimination. Staff, contractors and participants should be aware of the following definitions: 'Bullying' - is unwelcome and offensive behaviour that intimidates, humiliates and/or undermines a person or group. Bullying involves a persistent pattern of behaviour over a period of time and may include verbal abuse, physical assault, unjustified criticism, sarcasm, insult, spreading false or malicious rumours about someone, isolating or ignoring a person, putting people under unnecessary pressure with overwork or impossible deadlines, and sabotaging someone's work or their ability to do their job by not providing them with vital information and resources. 'Confidentiality' - refers to information kept in trust and divulged only to those who need to know. 'Discrimination' - is treating someone unfairly or unequally simply because they belong to a group or category of people. Equal opportunity laws prohibit discrimination on the grounds of sex, marital status, pregnancy, family responsibility, family status, race, religious beliefs, political conviction, gender history, impairment, age or sexual orientation. Victimisation is also treated as another ground of discrimination. 'Harassment' - is any unwelcome and uninvited comment or action that results in a person being intimidated, offended, humiliated or embarrassed. Equal opportunity laws prohibit harassment on the grounds of sex and race. 'Racial Harassment' - occurs when a person is threatened, abused, insulted or taunted in relation to their race, descent or nationality, colour, language or ethnic origin, or a racial characteristic. It may include derogatory remarks, innuendo and slur, intolerance, mimicry or mockery, displays of material prejudicial to a particular race, racial jokes, allocating least favourable jobs or singling out for unfair treatment. 'Sexual Harassment' - is any verbal or physical sexual conduct that is unwelcome and uninvited. It may include kissing, embracing, patting, pinching, touching, leering or gestures, questions about a person's private or sexual life, requests for sexual favours, smutty jokes, phone calls, emails, facsimiles or messages, offensive noises or displays of sexually graphic or suggestive material. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 25 of 26 AA003S Student Handbook Version 6 'Victimisation' - includes any unfavourable treatment of a person as a result of their involvement in an equal opportunity complaint. Unfavourable treatment could include: adverse changes to the work environment; denial of access to resources or work. Specific principles All staff and participants 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 should be 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 victimized. Harassment or discrimination should not be confused with legitimate comment and advice (including feedback) given appropriately by management lecturers, tutors or support staff. Staff and participants should not make any frivolous or malicious complaints. All staff and participants are expected to participate in the complaint resolution process in good faith. Document Approved By: Nicholas Alderdice Date of Approval: 24/03/15 Page 26 of 26 AA003S Student Handbook Version 6
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