National Certificate Assessors Pty Ltd - NCA Institutencainstitute.com.au/wp-content/uploads/2017/11/Student... · 2017-11-27 · National Certificate Assessors RTO NO. 21338 Student

Student Handbook

National Certificate Assessors Pty Ltd Student Handbook RTO No. 21338

National Certificate Assessors RTO NO. 21338 Student Handbook Version 2.1 Page 1 of 37

National Certificate Assessors

WELCOMES YOU TO OUR TRAINING COMPANY

OUR VISION • Flexibility • Communication • Continuous Improvement • Customer Service

OUR MISSION “TO PROVIDE HIGH QUALITY SERVICE BY MEETING CUSTOMER NEEDS AND EXPECTATIONS” • To provide high quality training to customers • Listen to customers’ needs • Provide a service of understanding at a profit • Feedback • To provide high quality service in: Meeting key stakeholder’s needs and expectations through consultation

SITE CONTACT DETAILS Head Office

Suite 1, Langhorne Street, Dandenong VIC 3175 T: 03 95467259 E: [email protected] Site Operating Hours: Monday to Friday 9am – 5pm Saturday Closed

Sunday Closed


Welcome

Welcome to National Certificate Assessors. Thank you for choosing NCA as your preferred

destination to achieve your desired Vocational Education and Training (VET) outcomes. We look

forward to assisting you in achieving your goals and making your educational experience both

practical and valuable.

NCA endeavours to offer you quality education in line with industry requirements leading to

employability skills. This handbook is designed to acquaint you with NCA’s training environment and

provide you with information to assist you in commencing and achieving a quality training outcome.

Please take the time to read your student handbook as it contains important information regarding

your training program.

About NCA

NCA is a Registered Training Organization (RTO ID No. 21338) offering nationally accredited

programs in transport and construction Industry. NCA offers a wide array of innovative programs to

help meet the needs of students and communities in Victoria. National Certificate Assessors aims to

be a leader in teaching excellence –we’re proud of our faculty, staff and students and the detail we

give to our courses to ensure they reflect the most current industry needs.

National Certificate Assesors Advantages

Academic Excellence

At National Certificate Assesors we aim at:

Student commitment to quality learning;


Fostering the ideal that education is a life-long process leading to the understanding of self and the world;

Developing our students to think clearly about issues of importance in our modern world; and

Student sense of integrity in their studies and approach to life.

Personalised Service

National Certificate Assesors offers:

A caring and safe study environment;

A friendly environment in which students and staff are encouraged to help and support each other;

Personalized attention from teaching staff; and Out of class assistance in a wide variety of areas to help students with their

studies.

Highly Qualified Staff

National Certificate Assesors employs trainers who are:

Very well-qualified ensuring a high standard of instruction across the curriculum;

Highly experienced and have worked for many years in their profession; and

Very familiar with industry needs enabling our staff to deliver practical courses increasing student opportunities to find good employment in their chosen area of study.

Client Focused

Our programs and services have been developed from what our clients really need. Since our

inception, we have listened to our client’s needs and goals and set out to assist them in achieving

these with a no fuss, realistic approach.

Flexible and Adaptable


We evolve and continually improve our training abilities in order to adapt to change. At NCA growth

and change are promoted. We are small enough to absorb change and continue a dedicated,

personalized and friendly service to our clients.

Our Responsibility to You

To develop a learning environment which is positive, safe, encouraging and accepting of individual differences.

To embrace all competencies and learning outcomes.

To provide you with accurate information about your progress and skill development.

To provide a learning environment that is enjoyable and ensures success for all.

To ensure all clients are treated as mature learners.

A commitment to providing up to date, current, relevant information in a manner that suits individual and group learning.

To recognize qualifications issued by other RTOs.

To ensure all operations and practices follow the principles of Access and Equity.

To provide learning environment free of harassment and discrimination.

Your Responsibility to Us

To attend training sessions regularly and on time.

To act appropriately during the program and respect the rights of other clients and staff.

To communicate any concerns which you may have about your learning outcomes to your trainer or to follow the NCA appeals process.

To let the trainer know of any learning needs that you may require assisting you to successfully complete your training.

To participate in activities to promote your learning.

To complete any task set in an orderly and mature manner within the specified time frame.

To contact NCA if unable to attend training.

GENERAL COURSE INFORMATION


Marketing

National Certificate Assesors will market its vocational education and training products with

integrity, accuracy and professionalism, avoiding vague and ambiguous statements. In the provision

of information, no false or misleading comparisons will be drawn with any other provider or training

program. National Certificate Assesors will not state or imply that training programs other than

those on their scope of registration are recognised by the Victorian Registration and Qualifications

Authority.

Clients Recruitment and Selection

Recruitment for all courses conducted by National Certificate Assesors will be conducted in an

ethical and responsible manner, consistent with the principles of Access and Equity. At

commencement of training any special needs will be identified.

Enrolment

Before commencement of the training program, enrolment forms are completed. The enrolment

forms are kept in a clearly marked folder and stored in a secure cabinet. All information provided on

enrolment forms will be treated in accordance with our Confidentiality and Privacy Policies. At

enrolment, all fees will be paid (unless prior arrangement) and a receipt will be given.

Induction/Orientation

At the first session the trainer will discuss the student handbook information with each client. The

trainer will discuss and answer questions relating to any queries concerning the forthcoming training

and assessment.

The following areas will be covered:

What is National Certificate Assesors?

What is Competency Based Training Assessment?

Certificates – What will it lead to?

Recognition of Prior Learning.

Complaints and Appeals procedure


Competency Based Training

Our training programs are based on the principles of Competency Based Training. Competency

Based Training is aimed at providing learners with the knowledge, understanding and skills to

demonstrate competence against nationally endorsed industry standards.

Some of the common training terms you will come across are described below:

Competency is a broad concept that describes a person’s ability in a range of areas. Competency

covers:

Task skills (performing individual tasks)

Task management skills (managing a number of different tasks within a job)

Job or role environment skills (dealing with the responsibilities and expectations of the workplace)

Competency Standards reflect your knowledge and skill and the application of your knowledge and

skill to the performance standard required in the workplace. Standards are developed by industry

parties, based on the organisation of work, and are expressed in terms of workplace outcomes.

These standards are regularly reviewed to ensure their continuing relevance to the workplace.

Assessment means the process of collecting evidence and making judgments on whether

competency has been achieved to confirm an individual can perform to the standard expected in the

workplace, as expressed in the relevant endorsed industry/enterprise competency standards or the

leaning outcomes of an accredited course. The objectives of assessment process are:

To confirm that you have acquired the competencies identified in the endorsed Unit of Competencies; and

To demonstrate that you are competent to the agreed industry standard.

Assessment methods Our assessment methods need to be valid, reliable, fair and flexible. Our

trainers will work with you to find the best methods in which you can demonstrate your

competence in the areas required. Assessment methods may include but are not limited to:

Observation;

Practical demonstration;

Case studies;


Projects & Assignments;

Verbal questioning;

Multiple choice questions;

Role plays;

Simulations;

In keeping with the principles of competency based assessment, the determination of competence

will be made on an aggregate of evidence, rather than on isolated assessment activities or events.

Students are assessed as either “competent” or “not yet competent” relative to the required

performance standard; students are not graded by percentage marks or ordered grades (A, B, C …)

nor are student’s marks normalised across the program group.

“Formative” assessment is the term used to describe in-course assessment that delivers feedback to

the student on how they are progressing and how they can better perform a task. Research shows

that the use of formative assessment, also known as “assessment for learning” within training

programs is the most effective means of training adults.

At the end of the training period for each unit of competency, and after undertaking formative

assessment activities students are required to demonstrate competence by the final performance of

“Summative” Assessment which take many forms ranging from performing tasks under observation

by the assessor through to completing written assignments

Workplace Training, this is training that is undertaken in the workplace and may include structured

training and/or assessment, observation of work practices, case study or completion of work tasks.

Reasonable Adjustment

There is a range of legislation and policies which promote access and equity within the national VET

system. In keeping with these policies, assessors need to ensure that candidates are not

disadvantaged in the assessment process due to cultural or language background, age, religion,

gender or disability.

Assessors need to be aware of the ways in which candidates can be disadvantaged in the

assessment process and what steps can be taken to ensure that assessment policies and practices

take account of individual needs.


Reasonable adjustment means that whilst carrying out the assessment process it is necessary to

take into account the special characteristics of the candidate while ensuring the validity and

reliability of assessment decisions.

Adjustments are considered ‘reasonable’ if they do not impose an unjustifiable hardship upon the

RTO or employer. In determining whether an adjustment would impose unjustifiable hardship, the

following factors should be taken into account:

The nature of the benefit or detriment likely to be experienced by the person

concerned. The effect of the disability or disadvantage on the person concerned. The financial circumstances and the estimated amount of expenditure required

to be made by the organization claiming unjustifiable hardship.

Adjusting the assessment process may normally involve varying the procedures for conducting

the assessment. For example:

Allowing additional time to complete tasks. Extending deadlines for assignments. Varying the venue, date or times for assessment. Varying the evidence gathering techniques (i.e. using an assignment instead of

an Exam or a test, oral rather than written questioning, short answers instead of multiple choice and varying question and response modalities).

Delivery

Workplace Based Training:

We will deliver this course using an Train - Assess method, which involves the following:

An assessor from National Certificate Assesors will arrange a time to meet with each student, and tailor their program to suit their current employment (in line with the Training Package requirements)

Students will progressively undertake a formative assessment in each unit. After assessing the unit, the assessor will make a decision in regards to student readiness for assessment. If a student is deemed ready for assessment, they will


undertake summative assessment. Once they are have demonstrated competency, they will then progress onto the next unit and repeat these steps.

In the event that a student is not deemed ready for assessment during the formative assessment, or does not demonstrate competency in the summative assessment, National Certificate Assesors will deliver customised training that is aimed at the students identified competency gap. Training and assessment is based on a workplace based training model

o Each student will be trained and monitored by our workplace trainer / assessors, with a minimum of monthly visits to their workplace. Workplace training may be undertaken one-on-one or in small groups.

o Tasks will be set for each student that relate to the course structure and their job for practice and formative assessment (by the trainer)

o Participants are expected to attend all scheduled training sessions o All tuition will take place on the client’s premises.

Once a student has received their gap training, a time will be arranged to conduct their final summative assessment. Summative assessments given to participants will occur in set tuition time (observational based assessments) and outside set tuition time (project based assessments). All on the job assessments will be observed by a supervisor. Employers will provide supervisor feedback - and this will be used as supplementary evidence

These summative assessments will be arranged after the completion of both formal and on the job learning opportunities. During the practical sessions, enough time is allocated to students to perform the required tasks, practice their skills, reinforce their knowledge and prepare themselves for the practical assessments.

Each student will have an allocated workplace mentor, along with a structure of duties that they must undertake in their workplace. This list of duties will be negotiated with the student, employer and trainer - and contextualised to the organisations requirements.

Each workplace mentor must be suitably experienced. We will provide full assistance to each mentor to ensure our students are receiving the best vocational experience possible.

Throughout the course, each student will also have direct contact to their unit trainer, who will be available to assist at all times.

Private / Out of Class Study - Students may need to allocate few hours of self study time per unit of competence to complete set activities and any associated review questions to enhance their understanding. This time is in addition to the structured supervised hours of training. (The trainer will inform the students


about the minimum number of hours they need to put in for individual units to meet the nominal hours for the unit)

Telephone support from 9am to 5pm Monday to Friday from qualified staff employed by National Certificate Assesors.

Recognition of Prior Learning (RPL)

RPL is a process that is used to assess one's prior work experience and prior formal or informal

study against a nationally recognised qualification. Work experience can include on the job learning.

Prior formal study includes TAFE or university courses, while informal study includes attendance at

conferences and workshops as well as internal non-accredited training.

What is RPL?

RPL is a form of assessment that acknowledges skills and knowledge gained through:

Formal training conducted by industry or education

Work experience

Life experience

The main principle of RPL Focuses on the outcomes rather than when or where the learning

occurred. Evidence of competency is collected by the student and submitted to the nominated

assessor and assessment is made based on the required industry standard within the relevant

training package unit of competency

How does RPL work?

If you decide to apply for RPL, you will be asked for detail records of your experience, employment,

training etc which may be relevant. Part of the process requires you to conduct a self-assessment of

each performance criteria. Most importantly, you will need to provide evidence against each of the

performance criteria in a unit of competency (i.e. evidence that you have the skills and knowledge

outlined in the performance criteria). You will then have an interview with your trainer who will go

through your evidence portfolio with you.

Applicants who are able to provide satisfactory evidence that they have achieved the required unit

of competency or competencies may progress through the course with an exemption for the RPL

units.


The following may assist you in the collection of evidence and the different types of evidence that

you might collect.

Types of Evidence

Certifications Industry workshop certificates of completion or attendance

Direct demonstration/

Performance of a task, or range of tasks, either in the workplace or in a simulated work environment, witnessed directly by an assessor

Indirect demonstration

Use of photographs, videos, etc. showing performance of task when the assessor cannot be present

Products Models, items, objects that have been made, fixed or repaired by the candidate

Workplace documents

Rosters, budgets, reports, standard operating procedures developed by the candidate

Questions - written

Asking the candidate about real or hypothetical situations check understanding, task management and contingency management skills.

Assignments Projects, reports, essays, etc. relevant to the LLN requirements of the unit of competency

Third party reports Documented and verified reports from supervisor, colleague, subject expert, trainer or others

Self-assessment A candidate’s personal statement on their performance generally sufficient in isolation)

Simulation Simulated activity to accommodate difficult to demonstrate criteria e.g. emergencies, contingencies, difficult behaviours etc.

Portfolios Collections of evidence compiled by the candidate


RPL Process

RPL must be applied for within 14 working days but the college would prefer the application to be filed before the enrolment to a course.

RPL applications are made using the student RPL application form to collect general information about the applicant’s background.

Prior to the RPL application being completed and accepted, we will provide the RPL applicant with access to the relevant units;

Prior to the RPL application being completed and accepted, A trainer / assessor from our college will meet with the RPL applicant to:

o Explain the RPL process to the applicant; o Review the units the applicant is considering applying for; o Review the evidence the applicant has to support the RPL application;

and o Provide advice to the applicant on how to collect and present evidence to

support their application.

The student RPL application form must then be completed and forwarded to the Training and Administration Coordinator.

A copy of the student RPL application form and all verified supporting documentation will be placed on the student file.

In a situation, where the applicant applying for RPL and is unable to provide sufficient evidence, the applicant has to undertake all the tasks/assessments for the unit(s) of competency he is applying the RPL for. If these tasks are granted competent, it will be considered as an evidence for RPL application

A trainer / assessor from our College will review the RPL application and advise the RPL applicant which units they consider RPL is applicable to and the reason why.

The RPL applicant will be given an opportunity to amend their RPL application if they so choose.

Whatever the trainer / assessor from our College advice is, it is entirely the applicant’s decision as to which units they will submit an RPL application for.

Once the RPL application has been reviewed and finalised the College will appoint qualified assessors to:

o Arrange the RPL assessment schedule with the applicant; o Conduct the RPL assessments by:

using the evidence of competency provided by the applicant, and matching the evidence against the unit elements, performance criteria, skills, knowledge, range statement and evidence guide;


identify areas of competency which in the assessors opinion are met by the evidence provided;

identifying competency, knowledge or skill gaps in the evidence provided by the candidate and providing guidance and an opportunity for the candidate to supply additional evidence of competency;

Using components of the College assessment tools to provide evidence of competency where gaps still remain. The components of the College assessment tools to be used in this step will be determined by the remaining gaps in competency identified by the assessor.

o Ensure the Principles of Assessment and the Rules of Evidence are followed in undertaking the RPL assessments;

o Complete the assessment forms for each unit; o Provide feedback to the applicant for each assessment outcome; o Complete and sign the Student RPL application form indicating the

assessment outcome for each unit; o Advise the Student Administrator of the outcome of the RPL assessment

application. Further information or an interview with the student may be required before evaluation of the application is completed.

Students will be advised promptly of the decision.

RPL application documentation, assessment processes and outcomes will be placed in the applicants file.

Granting of RPL will be recorded as a unit outcome in the students file.

Student’s individual training plans will be adjusted to reflect any RPL granted.

Students may use our College appeal procedures if dissatisfied with the outcome of their RPL applications within 14 days of receiving the RPL outcome.

Credit Transfer: Recognition of formal qualifications

Students may have partially satisfied the competence requirements of a NCA Training Program by

having completed comparable vocational or academic study at another institution. “Mutual

recognition” is a central component of the Australian Quality Training Framework. Mutual

recognition ensures that all qualifications issued by other registered training organisations to

students enrolling with NCA are recognised. Nationally endorsed Training Packages and AQF

accredited courses are subject to mutual recognition.


If you are seeking mutual recognition and/or credit transfer for AQF qualifications and/or

statements of attainments awarded by another registered training organisation, you must;

Complete NCA’s Credit Transfer Application,

Provide a certified copy of the qualification or statement of attainment, or Provide original documents.

NCA may seek to validate the AQF qualification and/or statement of Attainment presented for

mutual recognition by contacting the issuing registered training organisation.

Where NCA is satisfied with the evidence supplied, you will be granted credit transfer for the unit of

competencies that you have already successfully completed.

Evaluation/Feedback

Throughout the duration of the course there will be scheduled intervals for evaluation and feedback.

You are encouraged to provide constructive information that will assist us in further development of

the course. All feedback is treated confidentially.

Support Services

All clients will be made aware of support services and accessibility issues.

Wherever possible, modified facilities and resources will be provided to assist clients with specific

disabilities.

Where required, additional support and assistance can be obtained or will be outsource to

appropriate local welfare and guidance support services

Learning and Assessment Support

We aim to identify and address learning needs of all students. We will use the information you

provide in the enrolment procedure and during training to best design training and Assessment

strategies to suit your needs.

Students are encouraged to express their views about learning needs they may have during the

entire Program. We recognise that many people have reading, writing or other learning difficulties


or needs. If you have learning difficulties or needs, we encourage you to talk to us. We will support

you as best as we can with the goal of successfully progressing you through your course.

Learning needs may relate to:

Recognition of Prior Learning

Learning Styles

Intellectual or Physical disabilities

Language, Literacy or Numeracy

Cultural or ethnic background

Socio economic factors

Language Literacy and Numeracy

We understand that training includes Language Literacy and Numeracy (LL&N) tasks which many

people may have difficulties with. As part of your enrolment you will be required to fill out and LL&N

assessment. This will help us identify any LL&N needs you may have and provide appropriate

support or refer you to external organisations providing courses to improve LL&N.

Where LL&N competency is essential, every effort will be made to ensure that student is adequately

supported. Examples of the types of support that we can offer include:

Language

Presenting only small amounts of information at a time

Speaking clearly, concisely and not too quickly

Giving verbal instructions in a logical sequence

Encouraging students to ask questions

Asking questions to students to ensure they understand questions

Literacy

Providing students with only essential tasks

Providing examples of completed tasks


Ensuring all documents are written and formatted in plain English

Using clear headings, highlighting certain key words and providing explanations of technical

terms used

Numeracy

Asking students to identify in words what the exact problem is and explaining how they

might solve it

Showing students how to do calculations/measurements through step by step instructions

and through examples of completed calculations

Encouraging the use of calculator and explaining how to use it

Support for Personal Problems

From time to time everyone faces problems in life that are difficult to resolve. These problems can

be distracting for students to progress through their qualification. If you are feeling concerned about

issues that you cannot overcome, please discuss with your trainer or National Certificate Assesors

Staff so that they can assist you or refer you to specialist help. Support provided by NCA will be

treated confidentially.

Safety

NCA is concerned in the well-being of its employees and clients and takes every precaution to

ensure safety standards are followed. You can help prevent accidents by reporting hazards to your

Manager. You must observe these safety rules at all times:

Be aware of emergency and exit locations.

Keep floors clean and free of unnecessary rubbish

Clean up spills immediately

Report any injury to your Manager

Never clean or move electrical equipment unless it is unplugged.

If you are injured, report the accident immediately.


Access and Equity

National Certificate Assesors is committed to affecting change that promotes equality of opportunity

for all. The Access and Equity Policy is guided by the following principles:

that all staff and students have a right to equality of opportunity

that there is recognition of, respect for and promotion of diversity within our community

that there is encouragement of initiatives to affect change

that while some people clearly need our advocacy, we support and encourage people on the journey of self-determination and self-advocacy (empowerment)

that everybody has a right to participate in decisions that affect their lives

The RTO ensure that the structures and practices of National Certificate Assesors are in line with

state and national legislation regarding all areas of Equal Opportunity, including sex discrimination,

racial discrimination, disability discrimination and Equal Opportunity for women in the workforce, in

particular by supervising the incorporation of the principles of state and national legislation into

National Certificate Assesors policy. National Certificate Assesors also refers to the Access and

Equity policy when complying with VRQA guidelines.

Access to Records

Student Access NCA acknowledges that NCA must ensure students have timely access to current and accurate records of their participation and progress. The organisation will ensure, either through electronic or hard copy documentation that students can access:

Course information;

Marketing materials; and

Handbooks and other Policy Documents.

Once a student has completed a, ‘access to record request form’, NCA will generate and provide a report including the following:

1. Student Name; 2. Courses Enrolled; 3. Courses Completed; 4. Courses Not Completed; and


5. Certificate of Attendance, Statement of Attainment, our Qualification Issued NCA reserves the right to charge a fee to cover the cost of verifying an application and locating, retrieving, reviewing and copying any material requested.

Other Access NCA will ensure that students are aware that the RTO may disclose – within the bounds of relevant legislation – personal information, including sensitive information, held about a student to:

State, Territory, or Federal Government Departments;

Medical practitioners;

People providing services to the RTO, including specialist visiting trainer lecturers; and

To anyone whom the student authorizes the RTO to disclose that information.

Privacy Policy

The RTO ensures that it respects the privacy of students, prospective students and employers by

implementing the National Privacy Principles.

The National Privacy Principles (NPPs) in the Privacy Act (Privacy Amendment (Private Sector) Act

2000) sets out how private sector organisations should collect, use, keep secure and disclose

personal information. The principles give individuals a right to know what information an

organisation holds about them and a right to correct that information if it is wrong.

The RTO ensures that it operates consistently with the National Privacy Principles and only collects

the personal information that is necessary for the conduct of our business, and that we will use that

information in the manner for which it was intended.

Students will have access to all information we hold on them, and we will store and use the

information appropriately and limit access to only those who have a legal reason to have access to

that information, or whom the student has given permission.

Student information will not be provided to anyone else unless we have the permission from the

student or are specifically allowed or required to provide the information by law.

Policy


Information about fees and charges

National Certificate Assesors protects the fees that are paid in advance by students.

National Certificate Assesors 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 statement of fees as well

as the RTO’s website.

Fee information includes:

All costs for the course including any materials fees or levies

Payment terms

Fees for Skills First programs in line with the Department’s Guideline about Fees.

Students have the right to a ‘cooling off period’ if they signed up to a course as a result of

tele-marketing or door-to-door sales. The cooling off period is 7 days from the date they

signed their enrolment form. To exercise this right, the student must notify our office in

writing within 7 days of enrolment.

Fees and charges for Skills First students

Tuition Fees

Tuition Fees for Skills First government-funded students are set in accordance with the

Guidelines about Fees issued by the Department each year. Tuition fees will be based

on a set rate per nominal hour in a student’s course. Tuition fees may or may not be

applicable to a course.

Tuition Fees will not be charged for any units that have a Credit applied.

For some courses, a Materials Fee applies which is additional to the Tuition Fees.

Students cannot receive their text books and materials until this is paid. Students can

also buy material or text book from outside.

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

re-assessment, 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 on the Student Agreement.

Course fees do not include required text books and learning materials. Textbooks can

either be purchased from National Certificate Assesors or external textbook providers

as indicated on 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

$100 per document.

Course and tuition fees do not include:

Any optional textbooks and materials that may be recommended but not required to

complete a course.

Replacement textbooks if original copies are lost or misplaced. Costs for replacement

textbooks are outlined on the Student Agreement.

Stationery such as paper and pens.

Re-assessment if required, as outlined above.

Re-issuance of AQF certification documents – a cost of $50 per document applies.

National Certificate Assesors 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 accepted by electronic transfer

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.

National Certificate Assesors 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 for fee-for-service students

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 National Certificate

Assesors is required to cancel a course before it commences due to insufficient

numbers or for other unforeseen circumstances.

In the unlikely event that National Certificate Assesors 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 National Certificate Assesors or any third parties delivering training and

assessment on its behalf ceases to operate.

Where National Certificate Assesors ceases to deliver the course in which a student

is enrolled and the agreement is terminated.

Where National Certificate Assesors 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, National Certificate Assesors 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 National Certificate Assesors 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 Fee Payer, 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.

NCVER Student Survey

Students may be contacted by the National Centre for Vocational Education and Research (NCVER)

and asked to participate in a survey evaluating their training experience with NCA.

Code of Conduct

All clients are responsible for acting and ensuring others act in accordance with Occupational Health,

Safety and Environmental laws, regulations and policies at all times. Treat others with dignity and

respect, and are honest and fair and ensure that our behaviour is beyond reproach.


Use National Certificate Assesors’s property responsibly and safely.

Remember that we are accountable for our actions and responsible for their consequences.

Harassment

National Certificate Assesors aims to provide a learning environment free of harassment and

discrimination and to protect the safety and wellbeing of individuals. No person shall be directly or

indirectly disadvantaged due to his or her sex, race, pregnancy, political or religious belief, disability,

age, marital status, parental or carer status, physical features, personal association, sexual

preference, or being from a non-English speaking background.

Any person who feels that they are is being sexually harassed or discriminated against should advise

the other party that the conduct is inappropriate, offensive and must cease. If it continues the

person has the right and is encouraged to make a complaint, which will be treated seriously,

sympathetically and confidentially. Action will be taken to stop the harassment or remedy the

discrimination.

If a complaint of sexual harassment is substantiated against any individual person, the person may

be disciplined. If the behaviour does not change, the complaint can be brought to the attention of

the Operations Cordinator of National Certificate Assesors, who will deal with the matter.

The person may be unaware that their behaviour is upsetting and discussing the situation amicably

may clear up any misunderstanding. If the harassment or discrimination continues, assistance

should be sought or a formal complaint should be made. Any necessary investigation will be carried

out in an impartial manner.

Bullying

Bullying is inappropriate behaviour aimed to demean and humiliate others, either as individuals or as a group. Examples of bullying behaviour include:

Manipulation;

Intimidation;

Belittling remarks;

Persistent criticisms, nit picking or fault finding;

Verbal and/or physical abuse;

Isolation from colleagues;


Withholding information; or

Setting unrealistic targets.


Plagiarism & Cheating

What is plagiarism?

Specifically, plagiarism is:

presenting other people's designs and images as your own work;

submitting work as your own that someone else has done for you; copying phrases and passages word-for-word without quotation marks and

without a reference to the author; this includes but is not limited to books, journals, reports, theses, websites, conference papers and course notes; or paraphrasing an author's work and presenting it without a reference.

When to Reference

You must provide a reference whenever you quote, paraphrase or summarise someone else’s ideas,

theories or data. You must also reference any graphic information you use. Some of the sources you

will need to reference include:

books or chapters in books

journal or newspaper articles

conference papers

films or television programs

personal communications like emails, interviews or letters

Electronic sources such as web pages, journal articles from online databases, or Usenet groups.

What is cheating?

Cheating is:

copying any part of another students' work;

submitting items of assessment that are written in conjunction with other students;

submitting a piece of work has already been submitted for assessment in another course;

sharing or copying an assessment, test or assignment; or,

Doing someone else's assessment, test or assignment.


Consequences

NCA’s policy regarding students implicated for plagiarism or cheating may include: repeating the

entire unit, suspension from the course and possible cancellation from your course. All plagiarism

and cheating is viewed seriously by NCA,

Authentication of Assessment

Regrettably, some students do submit work that is not their own. To preserve the validity of NCA

course awards for all students NCA maintains a continuous surveillance process to ensure student

work submitted is authentic. Consequently, during the course of your training program an NCA

Assessor may contact you regarding assignment work that you have submitted. The purpose of this

contact is to validate that the work you have submitted is your own. This validation will consist in

the Assessor questioning you on the content of your submissions. In the event your work cannot be

authenticated you will be required to resubmit the work for assessment or the matter may be

referred to NCA Disciplinary committee. Students failing to co-operate with the Assessors

reasonable requests will be automatically referred to the NCA Disciplinary committee. Where a

student’s work has not met NCA’s authenticity requirement to the satisfaction of the Assessor the

student is entitled to appeal the decision. See “Complaints & Appeals”.

Copyright

All material provided to you, or to which you are provided access are made available by NCA under

the provisions of the Commonwealth of Australia Copyright Act 1968. NCA provides this material

only for fair use by you in the course of your training. You are not permitted to copy, store,

distribute, pass-on, broadcast or in any other way use this material without the express written

permission of the Copyright holder. Breaches of copyright will attract disciplinary proceedings

(including possible expulsion) and may also attract criminal and civil proceedings under the Act.

STUDENT CANCELLATION

Students wishing to withdraw their enrolment must complete a withdrawal form


All documentation for the cancellation will be kept in the student admin file

If the student decides to return to National Certificate Assesors and continue studying the

course, students must complete the enrolment process again and a new training plan will

need to be put in place with the correct start and end date of the course. Both the student

and the trainer will need to sign the new training plan.

Academic Misconduct

The following gives an indication to the types of behaviour that constitute ‘Academic Misconduct’

within National Certificate Assesors:

Examinations

Students must not help or receive assistance from other students

Students must not request the loan of or lend materials or devices to other students

Students must not bring any materials into the examination room other than those

specified for that examination

Students must not use computer software or other devices during an examination other

than those specified.

A student may be excluded from a final examination in a unit for any of the following reasons:

failure to meet unit requirements, for example non-submission of assignments or failure to

attend class or mid-semester tests

academic misconduct

general misconduct (see below)

Other assessment tasks

Students must not copy or paraphrase any document, audio-visual material, computer-

based material or artistic piece from another source except in accordance with the

conventions of the field of study

Students must not use another person’s concepts, results or conclusions and pass them off

as their own


In cases where the assessment task is intended to be individual work not group work,

students must not prepare an assignment collaboratively and then submit work that is

substantially the same as another student’s assessment.

Students must not ask another person to produce an assessable item for them.

General Misconduct

General misconduct is where a student:

Acts dishonestly;

Harasses other students or staff;

Interferes with students or staff;

Prevents or disrupts learning;

Disobeys/fails to comply with contractual or legal requirements;

Misuses, damages or steals a National Certificate Assesors’s property or the property of

others;

Alters/defaces National Certificate Assesors documents or records;

Prejudices the good name of National Certificate Assesors, or otherwise acts in an

improper manner.

The following examples indicate the kinds of behaviour which constitute student misconduct. They

are for illustrative purposes and are not intended to be exhaustive. Student misconduct occurs when

a student:

contravenes any rules or acts;

prejudices the good name or reputation of National Certificate Assesors;

prejudices the good order and governance of National Certificate Assesors or interferes

with the freedom of other people to pursue their studies, carry out their functions or

participate in the life of National Certificate Assesors;

fails to comply with conditions agreed in the contract;

wilfully disobeys or disregards any lawful order or direction from National Certificate

Assesors personnel;

refuses to identify him or herself when lawfully asked to do so by an officer of National

Certificate Assesors;

fails to comply with any penalty imposed for breach of discipline;


misbehaves in a class, meeting or other activity under the control or supervision of

National Certificate Assesors, or on National Certificate Assesors premises or other

premises to which the student has access as a student of National Certificate Assesors;

obstructs any member of staff in the performance of their duties;

acts dishonestly in relation to admission to National Certificate Assesors;

knowingly makes any false or misleading representation about things that concern the

student as a student of National Certificate Assesors or breaches any of National

Certificate Assesors rules;

alters any documents or records;

harasses or intimidates another student, a member of staff, a visitor to National Certificate

Assesors, or any other person while the student is engaged in study or other activity as a

student, because of race, ethnic or national origin, sex, marital status, sexual preference,

disability, age, political conviction, religious belief or for any other reason;

breaches any confidence of National Certificate Assesors;

Misuses any facility in a manner which is illegal or which is or will be detrimental to the

rights or property of others. This includes the misuse, in any way, of any computing or

communications equipment or capacity to which the student has access at or away from

National Certificate Assesors premises while acting as an National Certificate Assesors

student, in a manner which is illegal or which is or will be detrimental to the rights or

property of others;

steals, destroys or damages a facility or property of National Certificate Assesors or for

which National Certificate Assesors is responsible; or

is guilty of any improper conduct.

Provider Cancellation

In some cases where the student’s misconduct is severe, National Certificate Assesors has the right

to cancel the enrolment.

Where the CEO has decided the misconduct is severe enough for cancellation the following

must occur:

o The student will be informed in person (where possible), and in writing of the

decision of National Certificate Assesors to cancel the student’s enrolment


o They will be informed of the fact that they have the right to appeal the decision by

accessing the complaints and appeals policy and completing this appeal within 20

working days of the notification

Complaints and Appeals

Policy

1. Nature of complaints and appeals

National Certificate Assesors responds to all allegations involving the conduct of:

The RTO, its trainers and assessors and other staff.

Any student or client of National Certificate Assesors.

Complaints may be made in relation to any of National Certificate Assesors’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 National Certificate Assesors to be

reviewed. Decisions may have been about:

course admissions

refund assessments

response to a complaint

assessment outcomes / results

other general decisions made by National Certificate Assesors

2. Principles of resolution


National Certificate Assesors is committed to developing 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, National Certificate Assesors 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.

National Certificate Assesors 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, National Certificate

Assesors will maintain the student’s enrolment while the complaints/appeals handling

process is ongoing.

3. 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.

4. Records of complaints and appeals

National Certificate Assesors 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.

5. Making a complaint or appeal

Complaints about a particular incident should be made within ninety (90) calendar days of

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 National Certificate Assesors’s head office

attention to the Chief Executive Officer.


When making a complaint or appeal, provide as much information as possible to enable

National Certificate Assesors 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.

All complaints and appeals will be acknowledged in writing via email or post within 7

days.

6. Resolution of complaints and appeals

Some or all members of the management team of National Certificate Assesors 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.

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.

7. Independent parties

National Certificate Assesors 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

National Certificate Assesors.

National Certificate Assesors may also appoint the independent party to be involved in

the resolution of a complaint or appeal where it is deemed necessary.

National Certificate Assesors will provide complete cooperation with the external mediator

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.

8. External complaint avenues

National Certificate Assesors agrees to respond to and cooperate in good faith with any

complaints handling mechanism or process established by VRQA from time to time for


the purpose of resolving student complaints or other issues in relation to the delivery of

services.

Complaints can be made externally through 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: [email protected]

For more information about the National Training Complaints Hotline, refer to the

following webpage: https://www.education.gov.au/NTCH

VRQA:

Complainants may also complain to National Certificate Assesors’s RTO’s registering

body:

However, VRQA will only use the information you provide to inform its regulatory

approach and will not contact National Certificate Assesors on behalf of the complainant

or act as their advocate.

Monitoring Student Academic Progress Policy

National Certificate Assesors provides students with a training plan for the chosen course at the time of enrolment. This training plan will provide details of the units to be undertaken and dates of when these units will be delivered.

National Certificate Assesors monitors, records and assesses the course progress of each student for the course in which the student is currently enrolled

National Certificate Assesors has an intervention strategy for any student who is not making satisfactory course progress. It is made available to staff and students and it specifies: o procedures for contacting and counseling students; o strategies to assist identified students to achieve satisfactory course progress;

and o The process by which the intervention strategy is activated.

National Certificate Assesors’s intervention strategy includes provision for: o where appropriate, advising students on the suitability of the course in which

they are enrolled;

mailto:[email protected]

https://www.education.gov.au/NTCH


o assisting students by advising of opportunities for the students to be reassessed for tasks in units or subjects they had previously failed, or demonstrate the necessary competency in areas in which they had not been previously able to demonstrate competency

If a student is identified for the first time as not making satisfactory course progress, the intervention strategy is implemented. The intervention strategy is activated within the first four weeks of the following study period.

If National Certificate Assesors identifies a student who is at risk of making unsatisfactory progress National Certificate Assesors implements its intervention strategy as early as practicable.

Other Information

Change of address and contact details

You are required to advise NCA of your residential address and telephone number and of any

subsequent changes to your residential address and telephone number whilst enrolled in a course. It

is your responsibility and in your own interests to ensure that you update your address details at

NCA by completing the change of detail form within 7 days of change to ensure you receive

important information that the RTO may send to you from time to time.


Education and Training Reform Act 2006

The main purpose of this Act is to reform the law relating to education and training in Victoria by

providing for a high standard of education and training for all Victorians.

In particular this Act makes provision for or with respect to—

the years of compulsory schooling and the options available;

vocational education and training, technical and further education, adult community and further education, and other post-compulsory education and training;

the establishment and regulation of Government schools and the regulation of non-Government schools and home schooling;

the establishment and regulation of post compulsory education institutions and providers;

the development and accreditation of courses and the issuing of qualifications;

the recognition and regulation of the teaching profession and the maintenance of standards of professional practice for that profession;

the employment in the teaching service of Government school teachers and other persons;

the monitoring, planning and development of the provision of education and training;

The repeal and re-enactment of various Acts relating to education and training.

*Reference http://www.legislation.vic.gov.au/

Privacy Act 1988

The Privacy Act preludes the giving of a student’s information to parties other than the actual

student except for proper administration and reporting to external authorities. Student information

includes the student’s name, address, phone number, timetable and academic results.

Sex Discrimination Act 1984

The Sex Discrimination Act 1984 prohibits discrimination on the basis of sex, marital status,

pregnancy or potential pregnancy in a range of areas of public life. These areas include work,

accommodation, education, the provision of goods, facilities and services, the activities of clubs and

the administration of Commonwealth laws and programs.

http://www.legislation.vic.gov.au/


Among other things, the Sex Discrimination Act seeks to eliminate discrimination involving dismissal

of employees with family responsibilities and to eliminate sexual harassment in areas of public

activity.

Recognition and acceptance within the community of the principle of the equality of men and

women is also a goal of the Sex Discrimination Act.

*Reference: http://www.ag.gov.au/www/agd/agd.nsf/Page/Humanrightsandanti-discrimination_Sexdiscrimination

Racial Discrimination Act 1975

The Racial Discrimination Act prohibits discrimination on the basis of race in many areas of public

life. These include in employment, renting or buying property, the provision of goods and services,

accessing public places and in advertising. The Act also prohibits offensive behaviour based on racial

hatred (racial vilification).

*Reference: http://www.ag.gov.au/www/agd/agd.nsf/Page/Human_rights_and_anti-discrimination

http://www.ag.gov.au/www/agd/agd.nsf/Page/Human_rights_and_anti-discrimination


Occupational Health and Safety Act 2004

The Act is designed to provide a broad framework for improving standards of workplace health and

safety to reduce work-related injury and illness. It allows duty-holders to determine their approach

to achieving compliance with the Act.

The Act aims to:

secure the health, safety and welfare of employees and other people at work;

protect the public from the health and safety risks of business activities;

eliminate workplace risks at the source; and

Involve employers, employees and the organisations that represent them in the formulation and implementation of health, safety and welfare standards.

Throughout the Act, the meaning of health includes psychological health as well as physical health.

All Victorian workers are provided with protection by this Act. This includes employees, contractors,

sub-contractors, outworkers and employees in State Government departments and

instrumentalities. However, employees of the Commonwealth Government are covered by different

legislation. The Act also provides protection for the general public so that their health and safety is

not placed at risk by work activities.

*Refer to the Occupational Health and Safety Act 2004

**Reference SUMMARY OF THE OCCUPATIONAL HEALTH AND SAFETY ACT 2004 2ND EDITION JUNE 2005