Learner Handbook | Spectral Academy

Student Handbook

Welcome

Welcome to Spectral Training Academy. We sincerely hope you will gain great benefit from the course in which you have enrolled. We hope you will find the course we offer to be an exciting and enriching doorway into your chosen career or further studies.

This student handbook has been put together to ensure you have access to all the information you need. Please feel free to call us, if you have any further queries regarding your course or information provided to you. Our staff are readily available to support your continuing education and assist you to plan and develop skills and knowledge to support your future endeavours.

Our Obligation as your RTO

As a Registered Training Organisation (RTO) registered with Australian Skills Quality Authority (ASQA), we have an obligation to ensure the quality of the nationally recognised training and assessment we deliver. We must comply at all times with the Standards for RTOs, which are part of the VET Quality Framework. To ensure compliance we have developed comprehensive internal policies, procedures and systems that guide our compliant operations and we must participate in audits with ASQA upon their request. In addition, we must ensure that any third parties that we work with who have any involvement in your training and assessment comply as well. This includes our training partners, marketing brokers and sales people where applicable.

As the RTO we have the responsibility to issue your AQF certification documents in line with our issuance policy as outlined in this Handbook.

If at any time you feel we have not met our obligations as an RTO, you have the right to make a complaint following our Complaints and Appeals Policy outlined further on in this Handbook.

Our Contact Details

Head Office: 2d Figtree Drive, Sydney Olympic Park NSW 2127

P: 0492 926 784

E: info@spectralgroup.com.au

Courses Provided by Spectral Training Academy

STA currently offers the following courses:

SITHFAB002 Provide responsible service of alcohol & SITHGAM001 Provide responsible gambling services

See our course information available through our web site or via email for detailed information.

Selection and enrolment

STA accepts applications from all students who meet the entry requirements published in the course information. Applications are accepted on a first come, first served basis but if a course is full, you will be offered a place in a course starting at a later date.

To apply to enrol in a course, you must complete an Enrolment Form, available via email or from our website. If you are applying for a course that has entry requirements you will also need to provide the necessary evidence (as indicated in the Course Information) such as verified copies of qualifications, CV or other evidence.

If you are applying for Credit, you should indicate this on your enrolment and supply certified copies of your transcripts so we can assess your application for Credit. See the section on Credits in this Handbook below.

Once you have completed your enrolment form and gathered all the necessary evidence, send it to us, along with the non-refundable application fee indicated in the course information.

You will be contacted within 5 days to arrange a course entry interview which will be completed either face to face or on the telephone. The course entry interview will determine whether the course is suitable for you, to identify any support needs you might have to assess your oral communication skills. You will also be required to complete an online LLN assessment and your results will be used to confirm whether you have the required LLN skills to be accepted into the course. Our course information specifies the required level to be accepted into the course for LLN skills.

Upon approval of your application, you will be sent further information about the next steps, payment arrangements and how you can get started in your course.

Unique Student Identifier (USI)

A Unique Student Identifier (USI) is a reference number made up of numbers and letters that creates a lifetime record for an individual of all the nationally recognised training that has been completed. Under the Unique Student Identifiers Act 2014, all RTOs must ensure they have a valid USI for any student that enrols in nationally recognised training from 2015. This means (unless you have an exemption issued by the USI registrar) that as a student you must either: Provide us with your USI, or Provide us with permission to access or create your USI on your behalf.

For information about exemptions for individuals please review this webpage: https://www.usi.gov.au/training-organisations/training-organisation-requirements/exemptions-individuals/how-apply

If you are providing us with permission to access or create your USI, we will need a valid form of identification. The ID that you provide for this purpose will be destroyed once we have used it for this purpose.

If you would like to create your own USI, please visit: http://www.usi.gov.au/Students/Pages/default.aspx

We are unable to issue a qualification or a statement of attainment unless we have a valid USI or a notice of exemption from the registrar.

Credits

A credit is formal recognition of the previous studies you have completed for the purpose of reducing the units or modules that you are required to complete in the course you are enrolled in with us.

STA can grant you credit towards your course for units of competency or modules that you have already completed with another RTO or authorised issuing organisation. We can also grant you Credit for subjects or units you have completed where equivalence can be established between the unit/ module in your course, and the subject or unit you have completed.

There is no charge to apply for Credit.

To apply, fill in the Credit Application Form and submit it as part of your enrolment. You can apply for Credit at any time however it is best you do this as part of your enrolment so that Credits are known upfront and you are not required to do any work that you otherwise may not have needed to do.

Make sure you attach certified copies of transcripts from your previous study. In some cases, we may ask for additional information about the subject or unit you previously studied so we can determine equivalence. Your Credit Application may be returned to you if you don’t provide the required information.

In some cases, Credits may lead to a reduction in the course fees as there is less work involved in offering your course. This will be advised to you in writing.

You will be advised in writing of the outcome of your Credit Application.

Recognition of Prior Learning

Recognition of Prior Learning (RPL) is a process where skills and knowledge that you have gained through work and life experience and other unrecognised training can be formally recognised.

STA has a process that has been structured to minimise the time and cost to applicants and provides a supportive approach to students wishing to take up this option. You should ideally apply for RPL at the time of enrolment but you may also apply up to 2 weeks into your course.

If you think RPL is a suitable option for you, the first step is to contact your trainer/assessor or our office and have a conversation about whether or not RPL might be suitable for you. Suitability is often determined on how much experience you have in a certain area, your work history and previous training. If RPL is determined as a possibility for you, you will be provided with a kit that will guide you in working through each unit to determine relevant skills and experience and identify whether you would be able to provide the required evidence.

A trainer/assessor will be available to assist you throughout this process.

To apply for RPL, you will need to fill in a part of the kit and return it with an RPL Application Form. Your application will then be assessed for suitability and you will then be contacted by an assessor to progress the RPL process.

From here, usually the RPL process involves gathering evidence to demonstrate skills, knowledge and experience, responding to questions, completing tasks and depending on the area, observation of your work skills in your workplace.

Fees are applicable for Recognition of Prior Learning and you will be advised of these fees upon contacting us.

For more information about submitting an application for RPL, contact the head office.

Course induction

At the start of your course will be provided with an induction. The induction will provide you with specific details about your course requirements, important dates and will be an opportunity to meet your trainer and the other students in your course.

The induction will also provide you with important information about health and safety requirements including emergency evacuation procedures and incident reporting (see section in this handbook on health and safety), as well as a range of other important matters relating to your rights and responsibilities as a student.

The induction also provides an opportunity for you to ask any questions you might have about studying with us. During this induction, we also make sure that we have all the required forms and paperwork filled in.

At your induction you will receive your first set of learning materials so that you can start on your learning journey.

General housekeeping arrangements are also discussed as stated in the section below.

Student code of conduct

Student Rights

All students are expected to abide by this Code of Conduct during their participation in their course with STA. Students who do not abide by this Code of Conduct will be followed up through the disciplinary procedures.

All students have the right to:

Be treated fairly and with respect by all students and staff.Learn in a supportive environment, which is free from harassment, discrimination and victimisation.
Learn in a healthy and safe environment where the risks to personal health and safety are minimised.
Have their personal details and records kept private and secure according to our Privacy Policy.
Access the information STA holds about them.
Have their complaints and appeals dealt with fairly, promptly, confidentially and without retribution.
Make appeals about procedural and assessment decisions.
Receive training, assessment and support services that meet their individual needs.
Be given clear and accurate information about their course, training and assessment arrangements and their progress.
Access the support they need to effectively participate in their training program.
Provide feedback to STA on the client services, training, assessment and support services they receive.
Be informed of any changes to agreed services, and how it affects them as soon as practicable.

All students, throughout their training and involvement with STA, are expected to:

Treat all people with fairness and respect and not do anything that could offend, embarrass or threaten others.
Not harass, victimise, discriminate against or disrupt others.
Treat all others and their property with respect.
Respect the opinions and backgrounds of others.
Follow all safety policies and procedures as directed by staff.
Report any perceived safety risks as they become known.
Not bring into any premises being used for training purposes, any articles or items that may threaten the safety of self or others.
Notify us if any of their personal or contact details change.
Provide relevant and accurate information to STA in a timely manner.
Approach their course with due personal commitment and integrity.
Complete all assessment tasks, learning activities and assignments honestly and without plagiarism or infringing on copyright laws.
Hand in all assessment tasks, assignments and other evidence of their work with a completed and signed cover sheet.
Prepare appropriately for all assessment tasks and training sessions.
Notify STA if any difficulties arise as part of their involvement in the program.
Notify STA if they are unable to attend a training session for any reason at least 12 hours prior to the commencement of the activity.
Make payments for their training within agreed timeframes, where relevant.

Course expectations and requirements

The training and assessment offered by STA focuses on providing you with knowledge and skills required to the standard of performance required in the workplace. This is known as competency-based training and assessment. Each of the components of your course is a unit of competency.

Each unit of competency is linked to specific skills and knowledge required in the workplace.

Our Course Information includes the details of how we deliver the training to you as well as the assessment methods that will be used to assess whether you have reached the required standard of performance.

Assessment methods usually include written questions, projects, written assignments, and practical observations.

Attendance and Homework requirements

It is an expectation that you attend every class so as to not fall behind. Please provide reasonable notice class if you are unable to attend physically for any reason so that our staff may join you into the Zoom connection. Similarly, please provide reasonable notice if you are unable to attend at all and discuss the reasons for this with your trainer/assessor.

There will also be an expectation that you complete a certain amount of homework each week in order to finish learning and assessment tasks required for completion of your course. Your trainer will guide you on what to do during this time and how much is expected.

Assessment arrangements

At the beginning of each unit, your assessor will go through the arrangements for assessment with you and you will be given all the details about the assessment requirements.

At this time, you will:

Be provided with detailed assessment instructions for each task/requirement which includes the criteria that you’ll be assessed against.
Be informed of relevant due dates or timing of assessments to be conducted Your assessor will go through all of the arrangements with you and you can ask them any questions you have.

Submitting your assessments

You must submit written assessment tasks with a completed and signed Assessment Task Cover Sheet. The cover sheet asks you to make a declaration that the work is your own. Written tasks will not be accepted without a signed cover sheet.

Assessments are to be submitted directly to the trainer/assessor.

You must keep a copy of all tasks that you submit, as we are not able to return copies because we must keep them as evidence in your file. Additionally, we will not be held responsible for any items that go missing in the post. If this occurs, you will be asked to re-submit the work.

Written work will be marked within 10 days of receipt. Your assessor will provide you with written feedback and confirm the outcome of the task on the Task Cover Sheet.

Assessment outcomes

Each assessment task will be given an outcome of either Satisfactory (S) or Not Satisfactory (NS). You must complete all tasks for a unit satisfactorily to achieve an overall outcome of Competent (C) for a unit. If one or more of your tasks are assessed as Not Satisfactory, you will be given an overall outcome for the unit of Not Yet Competent (NYC). You can have 2 further attempts to complete the task and achieve a Satisfactory outcome. You will be given a timeframe for your resubmission and advised what you must include in your re-submission.

If, after the third attempt, you are still assessed as Not Satisfactory for a task, you will need to complete additional training and assessment to support you in achieving a Competent outcome. This may incur an additional fee for self-funded students as identified in the fees and charges information.

Reasonable adjustment in assessment

Some students may need modifications to assessments due to disability, illness or special considerations – this is called reasonable adjustment.

Reasonable adjustment can involve:

Making training and assessment resources and methods more accessible e.g., providing learner workbooks in an audio format or on different coloured paper.
Adapting physical facilities, environment and/or equipment e.g., setting up hearing loops.
Making changes to the assessment arrangements e.g., more time allowed for assessments.
Making changes to the way evidence for assessment is gathered e.g., written questions asked orally

If you do not agree with any assessment decision, you can lodge an assessment appeal. Please refer to the Complaints and Appeals section in this handbook for information about how to lodge an appeal.

Student plagiarism, cheating and collusion

STA has a no tolerance policy for plagiarism, cheating and collusion. Students are expected to act with integrity at all times and only submit work that is their own or that has been appropriately referenced and includes acknowledgements of all resource materials used in preparing the work.

When you submit your assessments, you will be required to sign a declaration that the work provided is your own and that you have not cheated or plagiarised the work or colluded with any other student/s.

If you are found to have plagiarised, cheated or colluded, you will be given an opportunity to respond to the allegations. If you are found to have plagiarised, cheated or colluded, we will be required to take disciplinary action which is likely to require you to complete the assessment again.

Support services

We are committed to ensuring that you get all the support you need to be successful in your studies. You may not have studied for a while and or you might need help with study skills. You may also need assistance with skills such as reading, writing and maths.

The enrolment form you complete will help us to identify any support you need and depending on the course you are enrolling in, you may also be required to complete a test that assesses your language, literacy and numeracy skills. Based on the information you provide in your enrolment and/or the results of your language, literacy and numeracy test, we will contact you to discuss your support needs.

Your support needs can also be discussed during the induction to your course.

Services that we can offer to you include:

Support from our trainers/assessors, including providing you with their phone and email contact details.
Additional learning materials.
Referral to relevant external services.

Please speak to us to discuss your support needs.

External Support Services

For students requiring additional support with their studies, work or life, STA provides the following referrals to community organisations who may be able to assist you. Please note that some of these services may attract a fee which is payable by you.

Centrelink

Telephone: 131021 Website: www.centrelink.gov.au

If you are completing a full-time course you may be eligible for benefits through Centrelink.

Anti-Discrimination Board

Telephone: (02) 9268 5544 Website: http://www.antidiscrimination.justice.nsw.gov.au

The Board can resolve individual complaints about discrimination, sexual harassment and racial and religious vilification by offering a conciliation process that is confidential, impartial, free, and simple.

Disability Advocacy NSW

Telephone: 1300365085 Website: http://da.org.au/

DA believes that people with a disability have the same rights (and responsibilities) as people who do not have a disability. DA’s core purpose is to ensure that people with a disability realise these rights in practice by advocating with and for them.

Lifeline

Telephone: 13 11 14

Anyone can call Lifeline. The 13 11 14 service offers a counselling service that respects everyone’s right to be heard, understood and cared for. They also provide information about other support services that are available in communities around Australia. If you feel that you might need telephone counselling, you can call about anything that might be troubling you.

Kids Help Line

Telephone: 1800 55 1800 Website: www.kidshelpline.com.au

If you're under 18 years of age you may consider contacting who provide access to telephone, web and email counselling.

Fair Work Australia

Telephone: 1300 799 675 Website: www.fwa.gov.au/index.cfm

Fair Work Australia is the national workplace relations tribunal. It is an independent body with power to carry out a range of functions relating to minimum wages, employment conditions, termination of employment and other workplace matters.

Reach Out

Website: www.reachout.com.au

Reach Out is a web-based service that inspires young people to help themselves through tough times, and find ways to boost their own mental health and wellbeing. Their aim is to improve young people’s mental health and wellbeing by building skills and providing information, support and referrals in ways they know work for young people.

Your feedback

Your feedback is important to us and assists in ensuring that our services meet your needs. We use feedback from students to contribute to our continuous improvement processes so we are always striving to do better.

All students will be provided with a Quality Indicator Survey that they are required to complete. Please help us by completing the surveys that are provided to you by your trainer/assessor. Some may also be mailed or emailed to you from our office.

We also welcome feedback from you at any time by email and phone.

Access to your records

You may access or obtain a copy of the records that STA holds about you at any time. This includes personal information and records of participation and progress.

If you want to access or obtain a copy of records, you must make a request in writing to the RTO Manager using the Access to Records Request Form outlining which records you wish to access. There is no charge to access your records.

Access to records may be provided by:

making copies of the records held in a file
providing a time for you to review your file
providing access to the online portal where some records about the course can be viewed.

If a student considers the information that STA holds about them to be incorrect, incomplete, out of date or misleading, they can request that the information be amended. Where a record is found to be inaccurate, a correction will be made.

Where a student requests that a record be amended because it is inaccurate but the record is found to be accurate, the details of the request for amendment will be noted on the record.

Notifying you if things change

As an RTO under the VET Quality Framework, we must notify you promptly if there are any changes to our RTO, the course, or the arrangements for training and assessment.

This would include if there were any changes of ownership, and any new third-party arrangements or changes to third party arrangements that relate to your enrolment, or if we were unable to provide the services you agreed to in your Student Agreement because we are no longer able to deliver the course you have enrolled in, or no longer operating as an RTO.

If this occurs, STA will devise a strategy to minimise impact on you and notify you of the changes and how you will be affected as soon as practicable.

Depending on the type of change, we may send a letter to your home address; send you an email, or an SMS message. Please make sure we always have your most current home address, email address and mobile number on file so we can notify you of any changes if applicable.

You can let us know of any changes to your details by using the Change of Details Form.

Legislation and you

As a student, you have both rights and responsibilities under applicable legislation.

Workplace Health and Safety

Under the Workplace Health and Safety Act 2011, STA must provide a safe environment for both staff and students, as well as providing information to staff and students in relation to health and safety and welfare. STA has policies and procedures in place to ensure your safety and on commencement of your course you will be provided with information about health and safety.

As a student you also have a responsibility to follow instructions and rules and to behave in ways that are safe and do not endanger the health and safety of others. Always ensure that you:

Immediately report hazards to your trainer/assessor.
Seek assistance from a member of staff if you become ill or injured on campus.
Only assist another person who is ill or injured if it is safe to do so.
If you’re not sure, call on a member of staff for assistance.
Complete an incident report as required.
Ensure you are familiar with STA emergency evacuation procedures and in the case of an emergency, follow the instructions given to you.
Do not leave bags or personal belongings lying around where someone else could trip over them.
Do not smoke or drink alcohol on the premises.
Observe basic hygiene practices such as hand washing before handling and eating food and leaving toilets and washbasins clean and tidy, etc).

Harassment, victimisation or bullying

STA is committed to providing all people with an environment free from all forms of harassment, victimisation and bullying. STA will not tolerate any behaviour that harms, intimidates, threatens, victimises, offends, degrades or humiliates another person.

Anti-discrimination law defines harassment as any form of behaviour that you do not want, that offends, humiliates or intimidates you and that creates a hostile environment. Examples of harassment are making fun of someone, spreading rumours, offensive jokes, ignoring someone, etc.

Victimisation is where a person is treated unfairly because they have made a discrimination complaint.

Bullying is verbal, physical, social or psychological abuse by a staff member or student. Bullying falls under health and safety legislation.

If you at any time feel that you are being harassed, victimised or bullied by a staff member or student, you should follow these steps.

If you feel that you are being harassed, victimised or bullied, ideally you should tell the person that you don’t like the behaviour and ask them to stop. However, if you are not comfortable doing this, you should lodge a complaint as per STA Complaints and Appeals procedure and detailed in this Handbook.

Equal opportunity

The principles and practices adopted by STA aim to ensure that current and prospective students, clients and other stakeholders are treated fairly and equitably in their dealings with STA.

All people will be treated courteously and expeditiously throughout the process of enquiry, selection and enrolment and throughout their participation in a course.

STA provides equity in access to the level of training and support required by each student. All students are supported in a manner that enables them to achieve their full potential and success in their training outcomes. All students are provided with opportunities to develop and successfully gain skills, knowledge and experience through education and training.

National VET Regulator Act 2011

As a student in Australia’s vocational education and training (VET) sector, you should expect high-quality training in your area of interest, leading to a qualification that improves your prospects of gaining the job you want or provides a pathway to further study.

As a Registered Training Organisation registered with the Australian Skills Quality Authority, we are required to comply with the National VET Regulator Act 2011. This involves meeting a series of Standards that ensure that the training and assessment and support services are provided to you in accordance with nationally mandated standards.

Student Identifiers Act 2014

Under this Act, we are required to ensure that all students have a USI. We are unable to issue a qualification of a statement of attainment for any student if we don’t have a USI on file.

If you're studying nationally recognised training in Australia from 1 January 2015, you will be required to have a Unique Student Identifier (USI). Your USI links to an online account that contains all your training records and results (transcript) that you have completed from 1 January 2015 onwards. Your results from 2015 will be available in your USI account in 2016.

For students and training organisations, the main benefits of the USI are:

Students will be able to get a complete record of their Australian-wide VET achievements from a single, secure and accurate online source.
There will be immediate access to VET records.
This means they can be quickly given to employers, other training organisations etc as proof of VET achievements.It will be easier for training organisations to assess students’ pre-requisites, credit transfers and Recognition of Prior Learning (RPL).

For more information about the USI please refer to http://www.usi.gov.au/About/Pages/default.aspx

In collecting your personal information STA will comply with the requirements set out in the Privacy Act 1988, the Privacy Amendment (Private Sector) Act 2001 and the relevant state privacy legislation.

This means that we will:

Inform you of the purpose for which the information is collected.
Only use the personal information that you provide to us in relation to your study with us.
Ensure your personal information is securely handled and stored.
We will inform you of any organisation and the type of organisation to which we disclose personal information e.g. the Australian Government or the National Centre for Vocational Education Research, as well as the purpose of disclosing this information e.g. for statistical purposes.
We will not disclose your personal information to another person or organisation unless:We have made you aware that information of that kind is usually passed to that person or organisation.

You have given written consent;

We believe that the disclosure is necessary to prevent or lessen a serious and imminent threat to your life or health or that of another person;
The disclosure is required or authorised by or under law; or
The disclosure is reasonably necessary for the enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the protection of the public revenue.

Privacy Principles

In collecting personal information, STA complies with the requirements set out in the Privacy Act 1988, including Australian Privacy Principles 3 and 5 (in accordance with the National VET Provider Collection Data Requirements Policy clause 4.4) and the relevant privacy legislation and regulations of the state (NSW) in which STA operates.

Personal information, including sensitive information, is collected from individuals in order that STA can carry out its business functions. STA only collects and stores information that is directly related to its business purposes and legal requirements of providing nationally recognised training and assessment. Sensitive information is only collected by STA if a permitted general or health situation applies in accordance with the Privacy Act (16A, 16B) such as, if:

The collection of the information is required or authorised by, or under, an Australian law or a court/tribunal order.
It is unreasonable or impracticable to obtain the individual’s consent to the collection, use or disclosure.It genuinely and reasonably believes that: The collection, use or disclosure is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety.
Unlawful activity, or misconduct of a serious nature, that relates to STA functions or activities has been, is being or may be engaged in, and the collection, use or disclosure is necessary in order for the entity to take appropriate action in relation to the matter.
The collection, use or disclosure is reasonably necessary to assist any APP entity, body or person to locate a person who has been reported as missing.
The collection, use or disclosure is reasonably necessary for the establishment, exercise or defence of a legal or equitable claim.

STA ensures each individual:

Knows why their information is being collected, how it will be used and who it will be disclosed to.
Is made aware of any legal requirement for STA to collect the information.
Is able to access their personal information upon request.
Does not receive unwanted direct marketing.
Can ask for personal information that is incorrect to be corrected.
Can make a complaint about STA if they consider that their personal information has been mishandled.Is made aware of any consequences for not providing the information requested.
Whether the information is likely to be disclosed to overseas recipients, and if so, which countries such recipients are likely to be located in.

STA retains evidence that that the student has acknowledged the following Privacy Notice and Student Declaration as part of their enrolment process: https://www.education.gov.au/privacy-notice-and-student-declaration

Collection of information

Under the Data Provision Requirements 2012, STA is required to collect personal information about students undertaking nationally recognised training and disclose that personal information to the National Centre for Vocational Education Research Ltd (NCVER). NCVER will collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth), the VET Data Policy and all NCVER policies and protocols (including those published on NCVER’s website at www.ncver.edu.au).

In general, personal information will be collected through course application and/or enrolment forms, training records, assessment records and online forms and submissions.

The types of personal information collected include:

personal and contact details employment information,
where relevant academic history background information collected for statistical purposes about prior education, schooling, place of birth, disabilities and so on training,
participation and assessment information fees and payment information
information required for the issuance of a USI.

Unique Student Identifiers (USI)

All students participating in nationally recognised training from 1 January 2015 are required to have a Unique Student Identifier (USI) and provide it to STA upon enrolment. Alternatively, STA can apply for a USI on behalf of an individual. The Student Identifiers Act 2014 authorises the Australian Government’s Student Identifiers Registrar to collect information about USI applicants. When STA applies for a USI on behalf of a student who has authorised us to do so, we need to collect personal information about the student which will be passed on to the Student Identifiers Registrar.

This will include:

name, including first or given name(s), middle name(s) and surname or family name
date of birth
city or town of birth
country of birth
gender
contact details,

so the Student Identifiers Registrar can provide individuals with their USI and explain how to activate their USI account. In order to create a USI on behalf of a student, STA will be required to verify the identity of the individual by receiving a copy of an accepted identification document. This document will only be used for the purposes of generating the USI and confirming the identity of the individual with the Registrar.

Once the USI has been generated and validated, the identity documents used or collected for this purpose will be securely destroyed.The information provided by an individual in connection with their application for a USI:

is collected by the Registrar as authorised by the Student Identifiers Act 2014.
is collected by the Registrar for the purposes of:
applying for, verifying and giving a USI
resolving problems with a USI
creating authenticated vocational education and training (VET)

Transcripts may be disclosed to:

Commonwealth and State/Territory government departments and agencies and statutory bodies performing functions relating to VET for:the purposes of administering and auditing VET, VET providers and VET programs
education related policy and research purposes
to assist in determining eligibility for training subsidiesVET Regulators to enable them to perform their VET regulatory functionsVET Admission Bodies for the purposes of administering VET and VET programs
current and former Registered Training Organisations to enable them to deliver VET courses to the individual, meet their reporting obligations under the VET standards and government contracts and assist in determining eligibility for training subsidies
schools for the purposes of delivering VET courses to the individual and reporting on these courses
the National Centre for Vocational Education Research for the purpose of creating authenticated VET transcripts, resolving problems with USIs and for the collection, preparation and auditing of national VET statistics
researchers for education and training related research purposes
any other person or agency that may be authorised or required by law to access the information
any entity contractually engaged by the Student Identifiers Registrar to assist in the performance of his or her functions in the administration of the USI system
will not otherwise be disclosed without the student’s consent unless authorised or required by or under law

The consequences to the student of not providing the Registrar with some or all of their personal information are that the Registrar will not be able to issue the student with a USI, and therefore STA will be unable to issue a qualification or statement of attainment.

Storage and use of information

STA will store all records containing personal information securely and take all reasonable security measures to protect the information collected from unauthorised access, misuse or disclosure. Personal information will be stored in paper-based files that are kept in a secure location (filing cabinets) and electronically in a secure environment to which only authorised staff have access.The personal information held about individuals will only be used by STA to enable efficient student administration, report data to provide information about training opportunities, issue statements of attainment and qualifications to eligible students, and to maintain accurate and detailed records of student course participation, progress and outcomes STA may use the personal information provided by an individual to market other internal products and services to them. An individual may opt out of being contacted for marketing purposes at any time by contacting our office. Information will not be passed onto any third-party marketing companies without the prior written consent of the individual.

Disclosure of information

STA will not disclose an individual’s personal information to another person or organisation unless:They are aware that information of that kind is usually passed to that person or organisation.The individual has given written consent.STA believes on reasonable grounds that the disclosure is necessary to prevent or lessen a serious threat to the life or health of the individual concerned or another person.The disclosure is required or authorised by, or under, law.The disclosure is reasonably necessary for the enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the protection of public revenue.Any person or organisation to which information is disclosed is not permitted to use or disclose the information for a purpose other than for which the information was supplied to them. Personal information may be used or disclosed by STA for statistical, regulatory and research purposes.

STA may disclose personal information for these purposes to third parties, including:

Commonwealth and State or Territory government departments and authorised agencies; such as the Australian Skills Quality Authority (ASQA), NCVER
Organisations conducting student surveysResearchers.

Personal information disclosed to NCVER may be used or disclosed for the following purposes:

Issuing a VET Statement of Attainment or VET Qualification, and populating Authenticated VET Transcripts
Facilitating statistics and research relating to education, including surveys
Understanding how the VET market operates, for policy, workforce planning and consumer informationAdministering VET, including program administration, regulation, monitoring and evaluation.
Access to and correction of recordsIndividuals have the right to access or obtain a copy of the information that STA holds about them including personal details, contact details and information relating to course participation, progress and AQF certification and statements of attainment issued.

Requests to access or obtain a copy of the records held about an individual must be made by contacting our office using the Request to Access Records Form. The individual must prove their identity to be able to access their records.There is no charge for an individual to access the records that STA holds about them; however, there may be a charge for any copies made. Arrangements will be made within 10 days for the individual to access their records.

Complaints about privacy

Any individual wishing to make a complaint or appeal about the way information has been handled within STA can do so by following STA’s Complaints and Appeals Policy and Procedure.

Fees and Refunds

Information about fees and charges

STA protects the fees that are paid in advance by students.

STA does not require a student to ever pay more than $1500 in advance for services not yet provided, either prior to course commencement or at any stage during their course.

Fees will be paid off during the course in instalments according to a set payment plan.

Fee information relevant to a course is outlined in detail on the Student Agreement and summarised on the Course Information as well as the RTO’s website. In compliance with Clause 5.3 of the Standards, detailed fee information is provided prior to enrolment or commencement of training, whichever is first.

Fee information includes:

All costs for the course including any materials fees or levies

Payment terms

The Student Agreement and the Student Handbook which are provided prior to enrolment, includes this Fees and Refunds Policy and Procedure and informs the student of their consumer rights. Students are asked to sign the Student Agreement in acknowledgement of the terms and conditions of the enrolment and this policy.

Course fee inclusions

Course and tuition fees include:

All of the training and assessment required for students to achieve the qualification or course in which they are enrolling within the attempts allowed. However, in the case of reassessment, where a student fails to achieve a satisfactory outcome after three attempts at an assessment task, an additional fee may apply for additional training and re-assessment. This fee is outlined in the Student Agreement.Issuance of one set of certification documents including the testamur (certificate) and record of results and/or a Statement of Attainment (in the case of withdrawal or partial completion).

Re-issuance or additional copies of these documents will attract a fee of $80 per document.Course and tuition fees do not include:

Required textbooks.

Textbooks and materials that may be recommended but not required to complete a course.Stationery such as paper and pens.Re-issuance of AQF certification documents – a cost of $80 per document applies.STA cannot guarantee that students will successfully complete the course in which they enrol regardless of whether all fees due have been paid.

Payments

Payments can be made through cash, credit card or direct debit. Students who are experiencing difficulty in paying their fees are invited to call our office to make alternative arrangements for payment during their period of difficulty.Debts will be referred to a debt collection agency where fees are more than 40 days past due. STA reserves the right to suspend the provision of training and/or other services until fees are brought up to date. Students with long term outstanding accounts may be withdrawn from their course if payments have not been received and no alternative arrangements for payment have been made.

Refunds All course fees for students include a non-refundable deposit which is detailed in the Course Information and Student Agreement. The deposit is non-refundable, except in the circumstances detailed below.

A full refund of any fees paid (including the deposit) will apply where a student withdraws or cancels their course in writing within the cooling off period. The cooling off period is 7 days and applies from the date of first enrolment or sign-up. A full refund of any fees paid (including the deposit) will apply if STA is required to cancel a course before it commences due to insufficient numbers or for other unforeseen circumstances. In the unlikely event that STA or any third parties responsible for delivering training and assessment on its behalf, is unable to deliver the course or any portion of the course as promised, the student will be issued with a refund for the course or portion of course that was not provided. This includes the following situations: Where STA or any third parties delivering training and assessment on its behalf ceases to operate. Where STA ceases to deliver the course in which a student is enrolled and the agreement is terminated. Where STA needs to make a change to the terms of the student agreement (such as the way the course is delivered or conditions of enrolment) and a new agreement cannot be reached with the student to account for changes. In any of the above situations, STA will automatically conduct a refund assessment of all affected students and issue the refunds due accordingly. In these cases, there is no need for a student to make an individual application for a refund. Refunds will be issued within 28 business days.

Students who withdraw from a course may seek a refund or a reduction in fees owing by making an application for a refund in writing using the Application for Refund Form. The application must include the details and reason for the request. Students who have not completed a Withdrawal Form are not eligible for consideration of a refund or reduction in fees.The refund assessment will be based on reviewing the services provided to the student and the costs incurred by STA to provide those services.The outcome of the refund assessment will be provided in writing to the student’s registered address within 28 business days, outlining the decision and reasons for the decision along with any applicable refund or adjustment note. Refund decisions can be appealed following our Complaints and Appeals Policy and Procedure. A student not achieving the qualification or unit/s in which they enrolled due to exhausting their attempts at assessment, does not entitle the student to a refund.RPL application fees are non-refundable.

Recording and payment of refunds

Refunds will be paid to the person or organisation that made the original payment.

Refund assessments can be appealed following our Complaints and Appeals Policy and Procedure.

Records of refund assessments and issuance of refunds will be stored securely on the student’s file and in our accounts keeping system.

Additional Fees and Charges (if required)

STA has the following additional charges. Details are found in the written agreement that you signed at the commencement of your course.

$200 - Reassessment

All course fees include up to three (3) attempts at assessment per task. In the unlikely circumstances that after the third attempt, you do not pass, you may be required to re-enrol in the cluster.

$80 - Re-issuing of testamur and statements of results

All course fees include the cost for issuing one copy of the AQF testamur and Record of Results and/or a Statement of Attainment. This fee applies to each additional copy of a certification document if required.

Recognition of Prior Learning Fees

$250 - Application Fee

$200 - Charge per unit of competency assessed through RPL

Complaints and Appeals

Nature of complaints and appeals

STA responds to all allegations involving the conduct of:

The RTO, its trainers and assessors and other staff.
Any third-party providing Services on behalf of STA.
Any student or client of STA.

Complaints may be made in relation to any of STA’s services and activities such as:

the application and enrolment process
marketing information
the quality of training and assessment provided
training and assessment matters, including student progress, student support and assessment requirements
the way someone has been treated
the actions of another student

An appeal is a request for a decision made by STA to be reviewed. Decisions may have been about:

course admissions refund assessments
response to a complaint
assessment outcomes / results
other general decisions made by STA

Principles of resolution

STA is committed to providing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Through this policy and procedure, STA ensures that complaints and appeals:Are responded to in a consistent and transparent manner. Are responded to promptly, objectively, with sensitivity and confidentiality.Are able to be made at no cost to the individual. Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement.

STA will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.Where a student chooses to access this policy and procedure, STA will maintain the student’s enrolment while the complaints/appeals handling process is ongoing.

Timeframes for resolution

Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer. In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.

Records of complaints and appeals

STA will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

Making a complaint or appeal

Complaints about a particular incident should be made as soon as possible after the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made. Complaints and appeals must be made in writing using the Complaints and Appeals Form, or other written format and sent to STA’s head office attention to the Chief Executive Officer. When making a complaint or appeal, provide as much information as possible to enable STA to investigate and determine an appropriate solution.

This should include:

The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
Any evidence you have to support your complaint or appeal.
Details about the steps you have already taken to resolve the issue.
Suggestions about how the matter might be resolved.
Your complaint or appeal will be acknowledged in writing via email or post within 7 days of receipt.

Resolution of complaints and appeals

Some or all members of the management team of STA will be involved in resolving complaints and appeals as outlined in the procedures. Where a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.Where a third-party delivering Services on behalf of the RTO is involved, they will be included in the process of resolving the complaint or appeal. In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again. The outcome of this assessment will be the result granted for the assessment task.

Independent parties

STA acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter. Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by STA.

STA may also appoint the independent party to be involved in the resolution of a complaint or appeal where it is deemed necessary. The independent party recommended by STA is the Resolution Institute. However, complainants and appellants are able to use their own external party at their own cost. STA will provide complete cooperation with the independent party investigating the complaint/appeal and will be bound by the recommendations arising out of this process. The CEO will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

External complaint avenues Complaints can also be made via the following avenues:

National Training Complaints Hotline: The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training.

The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Consumers can register a complaint with the National Training Complaints Hotline by:

Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.

Email: ntch@education.gov.au

For more information about the National Training Complaints Hotline, refer to the following webpage: https://www.education.gov.au/NTCH< >Australian Skills Quality Authority (ASQA): Complainants may also complain to STA’s registering body, Australian Skills Quality Authority (ASQA). ASQA cannot act as a student advocate or act to resolve a dispute with a training provider. ASQA will use the information from complaints to inform ongoing monitoring of training providers, but may decide to take no immediate action in relation to a complaint.

https://www.asqa.gov.au/complaints/getting-started-making-complaint-about-training-provider

Issuing of certification documents

On completion of your course and payment of all relevant fees, we will issue you with a qualification (testamur/certificate) and record of results within thirty (30) days. The record of results will show the units of competency achieved in the course and corresponding results.

Where a student withdraws or partially completes a course, a Statement of Attainment will be issued within thirty (30) days of withdrawal as long as all relevant fees have been paid. A record of results will only be provided with a statement of attainment where requested.

STA reserves the right to with-hold the issuance of qualifications and Statements of Attainment until all fees related to the course or qualification have been paid, except where STA is not permitted to do so by law.

STA must have a valid USI on file for the student for a qualification or Statement to be issued.

Re-Issuing Statements and Qualifications

Records of qualifications and unit achievement are kept on record for a period of at least thirty (30) years. Students can request copies of any of these statements or qualifications at any time for an additional charge.

Refer to our Fees and Charges section for the current fee.