QDOC009 - Code of Practice

For the purposes of this Code `trainee' refers to any person participating in education or training delivered by this organisation. A `client' is a person or organisation who may enter into a contract with the registered training organisation for the delivery of education and training services.

1.  PROVISION OF TRAINING AND ASSESSMENT SERVICES

• our organisation has written policies, procedures and management practices which maintain high professional standards in the delivery of training and assessment services and which safeguard the interests and welfare of trainees and/or clients
• our organisation maintains a learning environment that is conducive to the success of trainees
• our organisation has the capacity to deliver and assess the vocational qualifications for which it has been registered, provide adequate facilities and equipment, and use methods and materials appropriate to the learning and assessment needs of trainees
• our organisation monitors and assesses the performance and progress of its trainees
• our organisation ensures that teaching staff are not only suitably qualified and competent but are also sensitive to the cultural and learning needs of trainees
• our organisation ensures that assessments are conducted in a manner which meets the endorsed components of the accredited courses and/or relevant Training Package(s)
• our organisation is committed to access and equity principles and processes in the delivery of its services.

2.  ISSUANCE OF QUALIFICATIONS

• our organisation issues qualifications and statements of attainment to trainees who meet the required outcomes of a qualification or unit of competency, in accordance with all appropriate national guidelines and our organisation acknowledges that qualifications are nationally recognised
• our organisation uses the National Recognised Training (NRT) logo when issuing AQF qualifications and Statements of Attainments within our scope of registration.

3.  MARKETING OF TRAINING AND ASSESSMENT SERVICES

• our organisation markets and advertises its products and services in an ethical manner
• our organisation gains written permission from a trainee or client before using information about that individual or organisation in any marketing materials
• our organisation accurately represents recognised training products and services to prospective trainees and clients
• our organisation ensures trainees and clients are provided with full details of conditions in any contract arrangements with the organisation

• no false or misleading comparisons are drawn with any other training organisation or qualification
• our organisation only advertises AQF qualifications which are within our scope of registration.

4. FINANCIAL STANDARDS

• our organisation has measures in place to protect fees paid in advance and to ensure that trainees and clients receive a refund of fees for services not provided.
• our organisation ensures that the contractual and financial relationship between the trainee/client and the organisation is fully and properly documented and that copies of the documentation are made available to the trainee/client.

5. PROVISION OF INFORMATION

Our organisation supplies accurate, relevant and up-to-date information to prospective trainees and clients covering, but not limited to:

• Code of Practice of the Organisation
• accreditation status of the course
• client selection, enrolment and induction/orientation procedures
• recognition of prior learning (RPL) arrangements
• course information, including content, vocational outcomes, commencement date and duration
• certification to be issued on completion or partial completion of the course of study
• policies on assessment, grading, re-assessment
• fees and charges, including refund policy and exemptions (where applicable)
• appeals, complaints and grievance procedures
• rights and responsibilities of trainee are provider
• conditions under which tuition may be terminated
• client support, including external support the RTO has arranged for clients
• provision for language, literacy and numeracy assessment
• flexible learning and assessment procedures
• welfare and guidance services
• disciplinary procedures
• staff responsibilities for access and equity

6.  RECRUITMENT

•  our organisation conducts recruitment of trainees at all times in an ethical and responsible manner including assessing the education background of trainees.

7.  SUPPORT SERVICES

•  our organisation provides adequate protection for the health, safety and welfare of trainees which complies with State/Territory legislation and, without limiting the ordinary meaning of such expression; this includes adequate and appropriate support services in terms of academic and personal counseling.

8.  COMPLAINTS MECHANISM

•  our organisation ensures that trainees and clients have access to a fair and equitable process for dealing with complaints and provides an avenue for trainees to appeal against decisions which affect the trainees' progress

•  for this purpose, our organisation has a complaints policy and appropriate operational mechanisms which are made known to trainees at the time of enrolment

•  where a complaint cannot be resolved internally, our organisation advises trainees and clients of the appropriate body where they can seek further assistance

•  our organisation ensures that all appeals and complaints are documented and trainees are given a written statement of outcomes.

9.  RECORD KEEPING

•  our organisation keeps complete and accurate records of the attendance and progress of trainees, as well as financial records that reflect all fee payments, balances due, and refunds and provides copies of these records to trainees on request.

10. QUALITY CONTROL

•  our organisation seeks trainees' and clients' satisfaction feedback and seeks to improve its services in accordance with this feedback.