Information for students ..... cont (p5)

Feedback

As Worksafe Training Centre is continuously striving to improve the quality of training & assessment it is extremely useful to receive feedback from students. Reviews will be undertaken during training and an Evaluation Form will be provided to you for completion.

As an RTO, Worksafe Training Centre is audited from time to time by the State and Federal Training Authorities.  Please feel free to offer your genuine feedback should you be contacted by a representative from one of these training authorities. Do not be concerned by this contact as a random sample of clients is selected for a brief telephone audit.

Please be assured that any evaluation of services is confidential and is only used for the purposes of improving the quality of our service to students.

Certificates and Qualifications

Certificates awarded

On successful completion of your training program Worksafe Training Centre will issue a Certificate or Statement of Attainment or Statement of Attendance, whichever is relevant for the course you are completing.  In addition, if you are completing an accredited course, we will supply the unit names with their national codes on a Statement of Results.

Partial completion of qualifications

If you are unable to achieve the full qualification or if you only enrolled for some of the units of competency, you will be issued with a Statement of Attainment with a list of the units achieved.  Further units can be achieved at a later date through re-enrolment in a course and the full qualification can be achieved in stages.

Information appearing on certificates

Certificates and Statements of Attainment will include the following:

• RTO’s name and logo
• name of the person receiving the credential
• name and code of the accredited course and units
• Certificate number
• date of issue
• signature/s of the RTO’s authorised signatory
• NRT logo
• State training body logo

Where appropriate, units completed and/or national competencies achieved will be identified.

Provision of certificates and replacement certificates

Worksafe Training Centre will issue credentials and/or statements of attainment to trainees who satisfactorily complete the requirements of the accredited courses on Scope of Registration. Credentials and statements of attainment will include the provider's name, the name of the person receiving the credential, the name and number of the accredited course, the number of the credential, the date issued and the signature of Worksafe Training Centre's Authorises Person. Where appropriate, units completed and/or national competencies achieved will be identified.
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Replacement Certificates are available written request. A fee of $5.00 will apply.

If you require certificates of progress and participation prior to completion of the qualification please advise reception in person. Such statements will be issued free of charge.

Mutual recognition

Worksafe Training Centre will accept and mutually recognise the qualifications and Statements of Attainment awarded by other Registered Training Organisations.

Complaints

Worksafe Training Centre has a complaints procedure to help resolve any issues you may have in relation to your training program.  If you are not happy with any part of the program you may follow the procedures set out in the Worksafe Training Centre Grievance Procedures.

Appeals & Complaints Policy

All students / trainees are provided with a copy of the RTO’s Appeals & Complaints Policy and Procedure document to ensure:

• All disputes or complaints will be handled professionally and confidentially in order to achieve a speedy resolution. All Appeal outcomes will be recorded in writing and copies provided to all parties concerned.

• All appeals / complaints will be heard by an independent person or panel outside of the RTO

• Students / trainees will be provided with every opportunity to present their case before the independent arbiter.

• All grievances are managed fairly and equitably and as efficiently as possible, and all outcomes will be provided in writing to the Trainee / Student concerned.

Students / trainees may also raise any matters of concern relating to assessment, the quality of the teaching, student amenities, discrimination, sexual harassment and other issues, which may arise.

The RTO will through the RTO Manager will respond decisively to each complaint and if the RTO is proven to be at fault the RTO will make all necessary changes to their policies and procedures so as to ensure no future re-occurrence of the issue.

The policy provides an avenue for most complaints to be addressed. However in some cases alternative measures need to be explored because of individuals and the merits of each case.

WorkSafe Training Centre will encourage the parties to approach all complaints with an open view and to attempt to resolve problems through discussion and conciliation.  Where a complaint cannot be resolved through discussion and conciliation, we acknowledge the need for an appropriate external and independent agent to mediate between the parties.

Where a course is not provided under an agreement with the Victorian Work Cover Authority, an appeal or complaint is received which cannot be solved by reference to the RTO’s Grievance procedures. The RTO shall request the intervention of a Justice of the Peace to act as arbiter in the matter, and shall report all results to all parties in writing at the conclusion of the arbitration process.

Complaints, Appeals and
Discipline Policy And Procedures

This procedure describes the process by which trainers, management and trainees may have problems addressed effectively, efficiently, professionally and confidentially.
This procedure applies to all persons enrolled with or seeking enrolment with Worksafe Training Centre for the delivery of training and assessment services as well as those employed by, or contracted to Worksafe Training Centre for the delivery of training, conduct of assessments, administrative duties and/or provision of support services.
A complaint, appeal or discipline is deemed to be dissatisfaction with the procedures, outcomes or the quality of service provided by employees of Worksafe Training Centre,  behaviour of the student, in relation to the following processes:

• enrolment
• training delivery
• training/competency assessment, including recognition of prior learning issuing of results, certificates and/or statements of attainment
• any other activities associated with the delivery of training and assessment services
• other issues such as discrimination, sexual harassment, student amenities, etc.

A complaint, or appeal is deemed to be a formal complaint, or appeal when it is made in writing to the General Manager.
An appeals committee would comprise at least three of the following people; providing that the complainant and
the subject of the complaint, if it relates to the action or inaction of a person, are ineligible to participate in the
appeals committee set up to consider that particular complaint:

• a trainer with expertise in the area concerned
• a trainee (or the trainee) enrolled in the area concerned
• the Training Manager
• a representative of the trainee's employer
• a representative of trainees enrolled with Worksafe Training Centre
• a representative of trainers employed by Worksafe Training Centre

All employees/contractors and prospective trainees will be provided with a copy of the complaint procedure. All disputes or complaints will be handled professionally and confidentially in order to achieve a satisfactory resolution.

All parties will have a clear understanding of the steps involved in the complaint/discipline procedure.

Each appellant/complainant will be provided with the opportunity to present his or her case at each stage of the complaint process.

All complaints/discipline will be managed fairly and equitably and as efficiently as possible.

All discussions relating to complaints, appeals and discipline are to be recorded in writing and the appellant/complainant provided with a written statement of the outcomes, including reasons for the decision.

Worksafe Training Centre will provide trainers and/or trainees with details of external authorities that they may approach with respect to their complaint if required.

Worksafe Training Centre Training will endeavour to resolve any complaint referred to it by the Australian Qualifications Training Framework within ten working days of its receipt of the complaint.

This policy provides an avenue for most complaints/discipline to be addressed. However, in some cases, alternative measures may need to be explored.

Worksafe Training Centre will encourage the parties to approach a complaint/discipline with an open view and attempt to resolve issues through discussion and conciliation. Where a complaint cannot be resolved through discussion and conciliation Worksafe Training Centre acknowledges the need for an appropriate external and independent agent to mediate between the parties.

All discussions relating to complaints, appeals and discipline are to be recorded in writing and the appellant/complainant provided with a written statement of the outcomes, including reasons for the decision.

Worksafe Training Centre will provide trainers and/or trainees with details of external authorities that they may approach with respect to their complaint if required.

Worksafe Training Centre Training will endeavour to resolve any complaint referred to it by the Australian Qualifications Training Framework within ten working days of its receipt of the complaint.

This policy provides an avenue for most complaints/discipline to be addressed. However, in some cases, alternative measures may need to be explored.

Worksafe Training Centre will encourage the parties to approach a complaint/discipline with an open view and attempt to resolve issues through discussion and conciliation. Where a complaint cannot be resolved through discussion and conciliation Worksafe Training Centre acknowledges the need for an appropriate external and independent agent to mediate between the parties

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