RTO STUDENT HANDBOOK - Aruma Disability Services · Aruma RTO is a Registered Training Organisation (RTO) registered with the National VET Regulator. We aim to deliver high quality,

________________________________________________________________________________________ Page 0 of 76 Aruma (Trading as House with No Steps Education and Training) RTO 90157

RTO Student Handbook V2.1 Sep 2019 Review Sep 2020

RTO STUDENT HANDBOOK

Revision 2.1

“Supporting people to live a great life,

the life they want,

the life they choose.”

_________________________________________________________________________________________ Page 1 of 76 Aruma (Trading as House with No Steps Education and Training) RTO 90157


Student Handbook

Welcome to Aruma RTO! Thank you for choosing Aruma RTO as your training provider and allowing us to play a role in your learning journey. We pride ourselves on professional, flexible learning and providing you with the best experience possible to attain your learning goals. We hope you are looking forward to your learning and making a lot of new friends along the way. We are here to help you make the most of your learning. Good luck. I look forward to hearing of your achievements and providing support where I can. I trust you will enjoy your time with us and wish you every success in your learning journey. Andrew Richardson CEO Aruma



Contents

Introduction

Aruma RTO ................................................................................................................... 6

Commitment ................................................................................................................ 7

Training Programs ......................................................................................................... 7

Delivery ......................................................................................................................... 8

Course Delivery ............................................................................................................ 8

Pre-Enrolment Pack ..................................................................................................... 9

Identification .............................................................................................................. 10

Course Fees ................................................................................................................ 10

Payment Options ....................................................................................................... 11

Enrolment Confirmation ............................................................................................ 12

Trainer and Assessors Assigned ................................................................................. 13

Commencement dates ............................................................................................ 13

Assessment ................................................................................................................. 13

Presentation of Assessments/ Assignments .............................................................. 14

Assessment Submission .............................................................................................. 14

Competency .............................................................................................................. 15

Evidence ..................................................................................................................... 15

Extensions for Assessment .......................................................................................... 16

Appeals ...................................................................................................................... 17

Cancellation & Transfers............................................................................................ 17

RTO Cancellation of courses ..................................................................................... 17

Assessment malpractice ........................................................................................... 18

Making the most of your Training ............................................................................. 18

Attendance ................................................................................................................ 19

Punctuality .................................................................................................................. 19

Behaviour .................................................................................................................... 19

Misconduct includes - ............................................................................................... 19

Respect for others ...................................................................................................... 20

Disciplinary Processes ................................................................................................ 20

Change of personal details ...................................................................................... 20

https://hwns365.sharepoint.com/sites/RTO/Shared%20Documents/0.%20RTO%20Docs/3%20Manuals/RTO%20Student%20Handbook%20v2.1.docx#_Toc28696683



Dress & Hygiene Requirements ................................................................................. 20

Mobile Phones ............................................................................................................ 21

Security ....................................................................................................................... 21

Duty of Care ............................................................................................................... 21

Feedback ................................................................................................................... 21

Student Records ......................................................................................................... 21

Workplace Health and Safety (WHS) ....................................................................... 22

Accidents, Injuries and Near Misses .......................................................................... 22

Literacy Language and Numeracy (LLN) ................................................................ 22

Learning Materials...................................................................................................... 23

Special Needs ............................................................................................................ 23

Access and Equity ..................................................................................................... 23

Purpose ....................................................................................................................... 23

Commitment .............................................................................................................. 24

Policy Principles .......................................................................................................... 24

Purpose ....................................................................................................................... 32

Commitment .............................................................................................................. 32


Short Courses & Skill Sets ............................................................................................ 33

Qualifications / Accredited Courses ........................................................................ 34

Purpose ....................................................................................................................... 38

Commitment .............................................................................................................. 38


Purpose ....................................................................................................................... 47

Commitment .............................................................................................................. 47

Smart and Skilled Notification of Enrolment ............................................................. 55

Proof of Eligibility ........................................................................................................ 55

Fee and Refunds ........................................................................................................ 57

First or Subsequent Qualification .............................................................................. 58

Concessions ............................................................................................................... 58

Fee Protection ............................................................................................................ 59

Refund Information .................................................................................................... 59

Recognition of Prior Learning (RPL) .......................................................................... 60

Credit Transfer (CT) .................................................................................................... 60



Fees for RPL or CT ....................................................................................................... 61

Further Information ..................................................................................................... 61

Smart and Skills Consumer Protection Policy ........................................................... 61

Our Guarantee .......................................................................................................... 62

Complaints and Appeals .......................................................................................... 62

Smart and Skilled: Student Rights and Responsibilities ............................................ 63

Student Responsibilities All students must ensure that they: ................................... 63

Subcontractor and Broker Arrangements ............................................................... 64

Reasonable Adjustment ............................................................................................ 64

Student Support ......................................................................................................... 64

Deferral or Withdrawal from Training ........................................................................ 65

Deferrals ...................................................................................................................... 65

Withdrawals ................................................................................................................ 65

Unique Student Identifier ........................................................................................... 65

Protection of students’ privacy ................................................................................. 66

Your privacy ............................................................................................................... 66

Access to records: Smart and Skilled ....................................................................... 66

Policy Statement ........................................................................................................ 67

Committment ............................................................................................................. 67

Fee Protection ............................................................................................................ 68

Recovery of Fees ....................................................................................................... 68

Record Keeping ......................................................................................................... 68


Commitment .............................................................................................................. 70

Smart and Skilled – additional requirement ............................................................. 71

Privacy Notice ............................................................................................................ 71

Privacy policies and complaints ............................................................................... 72


Commitment .............................................................................................................. 74

QMS RTO Manual, policy, procedures and forms ............................................... 75

RTO Validation Policy ............................................................................................. 75

RTO Legislation Policy ............................................................................................ 75

Link: https://hwns365.sharepoint.com/sites/QMPortal/Documents/Forms ...... 75



External resources to enhance practice ............................................................. 75

RTO Standards 2015 for RTOs , ASQA: Link - https://www.asqa.gov.au ............ 75

Smart & Skilled Link: https://smartandskilled.nsw.gov.au/ ............................... 76

Related Smart & Skilled Policies ...................................................................76

References ....................................................................................................76



Introduction

The purpose of this handbook is to provide you with a quick reference about training programs, policies and processes, roles and responsibilities guiding you through your learning experience with Aruma RTO. It contains all the information you need to get started and to ensure that your experience is a positive and rewarding one. Take the time to become familiar with the details – it will help you!

Aruma RTO

Thank you for considering training with Aruma RTO. Aruma RTO is a Registered Training Organisation (RTO) registered with the National VET Regulator. We aim to deliver high quality, innovative and engaging training that is relevant to students, employers and industry. Our commitment to continuous improvement means we are constantly developing and improving new resources, processes and facilitation methods to remain ahead in technology and industry standards. Aruma RTO has training locations in:

• NSW • Queensland • Victoria • ACT

Aruma RTO is required to comply with the Standards for Registered Training Organisations (SRTOs) 2015. Training Services provided to students follow policies and processes developed to meet the VET Quality Framework and SRTOs 2015. If you have any questions that are not answered in this handbook, please contact us: Aruma RTO (Trading as House with No Steps Education and Training RTO 90157) 35 Hutchinson Street Burleigh Qld 4220 49 Blackbutts Road Belrose 2085 Phone 0447 663 205 Email [email protected] Web: www.aruma.com.au Phone: 0448 958 5212

http://www.aruma.com.au/



Commitment

Whether you are working towards your dream career or you’re on a pathway to further studies we are looking forward to working with you and supporting you all the way.

Aruma RTO is focused on changing lives through education, no matter what it takes! Successfully completing your study is just as important to us as it is to you as your success is our success.

Aruma RTO is committed to providing quality training and assessment services to its students.

We aim to:

• Provide training and assessment services that meet industry needs and trends; • Deliver high quality, innovative and engaging training; • Maintain a person-centred approach; • Foster relationships with our students, supporting them through their career; • Provide flexible learning opportunities; • Provide a supportive, facilitative and open learning environment; • Ensure all training is delivered by qualified trainer and assessors with the

necessary skills and experience; • Ensure all training is continually monitored and improved; • Maintain a healthy and effective learning environment for students; • Produce competent and confident workers that benefit the community and

industry.

Training Programs

Aruma RTO delivers a range of flexible training programs, both accredited and non-accredited, customised for students and industry. Our holistic approach ensures students’ needs are met. Accredited programs have been approved by State and /or Commonwealth Government which includes the following:

• BSB10115 Certificate I in Business • BSB20115 Certificate II in Business • BSB42015 Certificate IV in Leadership and Management • CHC22015 Certificate II in Community Services • CHC33015 Certificate III in Individual Support • CHC43115 Certificate IV in Disability • CHC40313 Certificate IV in Child, Youth and Family Intervention • CHC52015 Diploma of Community Services • FSK10113 Certificate I in Access to Vocational Pathways • ICT10115 Certificate I in Information, Digital Media and Technology



Course Delivery

Aruma RTO offers various forms of delivery to accommodate the varying needs of students. Modes of delivery available for most courses include classroom (face-to-face) environment, workplace–based, correspondence, and on-line, Recognition of Prior Learning (RPL) or a combination of these. Aruma RTO ensures the following resources are in place:

• Trainer/assessors and Assessors with appropriate qualifications, and experience;

• Course materials appropriate to the methods of delivery and assessment requirements;

• All necessary copyright authorisations; • Appropriate equipment and facilities.

Training and assessment methods used by Aruma RTO meet specific quality requirements and are chosen to best suit the unit of competency, while considering the learning style of the student. The provision of training often includes a blended approach with a combination of on and off-the-job methods. A number of delivery methods will be used throughout the training to help you achieve the necessary skills. Learning is a partnership that involves participation from all involved. Delivery methods may include, but are not limited to:

• practical demonstrations • audio/visual presentations • group participation/ discussions • trainer/facilitator instruction • practical activities • self-paced activities • individual projects • workplace based training • case studies



Student Enrolment and Induction

Aruma RTO follows an enrolment process that ensures you have all the information that you need to make an informed decision about your training and assessment needs. If you have any questions about the Students’ Handbook, Code of Conduct, and training/assessment requirements, please contact Aruma RTO Enrolments Officer or your Trainer.

To enrol in a training program simply do so via our website or contact the Administration Office [email protected] and we will send an enrolment form and the information flyer about the course. Simply complete the Enrolment Application form and send to us, either by email or post.

Student Selection

Aruma RTO is committed to ensuring that all student selection processes are fair, equitable and consistent with workplace performance, competency level and the Training Package requirements. Therefore, selection into a training program is based upon the applicant:

• satisfying appropriate funding body entry criteria, • meeting any pre-requisite qualifications or work experience, and • meeting any age requirements that may be in place for a course.

Student enrolments are subject to availability of places on the training program. This is based on the maximum number of participants who can be accommodated, given room capacity, type of course, learning structures, student needs etc. If a training program is fully booked at the time the student enquires about enrolment, they will either be placed on a “reserve” list or offered a place on a date where there are vacancies. Students on a “reserve” list are given priority should a place become available. Students must have the appropriate level of language, numeracy and literacy.

Pre-Enrolment Pack

When you receive your Enrolment Information Pack it will contain the following: • link to this Student Handbook • Aruma RTO Course Outline which explains the delivery method, core and

elective units and student co-contribution fee payable by you as per State Government requirements

• Enrolment Application and Commitment Contract

mailto:[email protected]



Unique Student Identifier (USI)

You will need to read and understand this information prior to submitting your application.

Identification

As part of the enrolment process you will need to supply enough identification to allow Aruma to confirm:

• Your full name • Your date of birth • Your residential address • Your citizenship status (if applying for subsidised funding) • Your entitlement to any concession If you are applying for a government subsidised training opportunity, Aruma will need to confirm if you hold any prior qualification that may affect your eligibility. You will need to provide JP certified copies of any Certificates/Statements of Attainment that you hold.

It has been a requirement since January 2015 that all students in Australia have a Unique Student Identifier (USI). You must have a USI before an RTO can issue a Certificates or Statements of Attainment.

The USI is a lifelong number which will enable your records and results obtained after Jan 1 2015 to be collected in an online system. By having a USI you will be able to access your training records and results (or transcript) whenever you need to.

The Department of Industry has developed the following video to help students access a USI: http://usi.gov.au/students/Pages/default.aspx

There are two ways to create an USI; our preference is that you create your own but please contact us if you are having difficulty with this.

1. This can be done by going to the unique student Identifier Website and following some simple steps.

2. If you do not have a USI you can authorise us to obtain one on your behalf as part of your enrolment application (along with the required identification documents).

Course Fees

Each student is required to contribute to the cost of obtaining a qualification and in line with relevant State Government Funding Programs and Aruma policy.

http://usi.gov.au/students/Pages/default.aspx

http://www.reinsw.com.au/imis15_prod/Web/Training/Unique_Student_Identifier/Web/Training/Real_Estate_Essentials/Unique_Student_Identifier.aspx?hkey=83f0e95b-69a4-43f2-96bc-cd5d46020c7d



Payment Options

Aruma RTO accepts various methods of payment for course fees. Payment for courses can be made in the form of cash, Visa card, MasterCard, Direct Deposit and Direct Debit.

If you choose to make one payment in full, it will be taken on the 14th day of the month following confirmation of enrolment. If you choose the 4 monthly instalments option, the payment frequency will be Monthly on the 14th day of the month following confirmation of enrolment.

You will need to provide a valid credit card or BSB and Account number and authorise Aruma ABN 31 001 813 403, to debit your nominated account, through the Bulk Electronic Clearing System. You will find the relevant form in your Enrolment Application.

Course fees are payable in advance and enrolments are considered tentative until payment is received.

Fee Payment Arrangements

a) All fees are payable in advance. As such, Aruma RTO will affect financial practices to ensure the protection of fees paid in advance.

i. Aruma RTO cannot accept prepaid fees from individual students in excess of a total of $1500 (being the threshold total prepaid fees amount).

ii. Aruma RTO will hold the students prepaid fees in trust until the students ‘commences’ their learning or assessment – at a unit/module level.

iii. Regarding payment plans - Monies in trust for an individual student will not exceed $1500 at any given time.

iv. In accordance with Schedule 6 – Standards for RTOs; Aruma RTO adopts the following to protect fees paid in advance.

b) Flexible payment arrangements/ options will accommodate individual circumstances.

c) Fees must be paid in full before certification will be issued d) If payment instalment / arrangements are in place, and a payment

becomes overdue and remains unpaid for a period in excess of 14 days, Aruma RTO reserves the right to suspend the students learning or assessment (or both) until all fee payments are up-to-date.

e) Flexible payment arrangements, such as instalments, credit card, and direct debit, cheques and EFT remittance are acceptable to accommodate the diverse financial situations of students.



Pre-Enrolment Phone Interview

Once we receive your Enrolment Application Form an interview will be scheduled, which can be done over the phone. At this interview you will do the following:

• Discuss the course in detail • Discuss undertaking a training program • Establish whether you are eligible for government funding (if available) • Confirm the fees you will have to pay • Complete an online language literacy numeracy test to determine your

learning needs • Be informed about the requirements of a police/working with children check

or other licences • Confirm the date of the mandatory orientation session

It is also a great opportunity for you to ask any questions that you may have.

Enrolment Confirmation

All students receive a letter/email to confirm their enrolment and their Trainers details. Written confirmation will outline relevant details, such as venue, date, and course duration.

Student Induction Once you have received your enrolment confirmation, your allocated Trainer will contact you within 14 days. Either over the phone or in person, your Trainer will

• Confirm you understand the course and your commitment to complete one unit per month

• Fill in your Student Induction checklist, which will need to be signed by both parties

• Advise how to access support service • Guide you through commencing your first unit.



Training and Assessment

Aruma RTO conducts training courses at various venues to: suit student needs, course type, and learning styles.

Trainer and Assessors Assigned

All Trainers and Assessors are qualified in training and assessment and the vocational area which they are delivering. They have practical experience and maintain their currency in industry.

Commencement dates

Please note commencement for distance courses is the date that the training materials were posted to the student. Commencement for online students is the date that online access is provided to an individual student for a particular course. Commencement date for a classroom-based learning mode is the first day of the course.

Assessment

All assessments must be submitted by the due date. If you are having difficulty completing an assessment, you should discuss it with your trainer/assessor well in advance of the due date. This way the trainer/assessor may be able to offer support or grant additional time. Please note there may be conditions or penalties to gaining an extension. Throughout the training program you will be assessed to see if you have gained the necessary skills and knowledge to achieve the qualification, as expressed in relevant competency standards. Your trainer/assessor is required to ensure that the assessment tasks you undertake meet the national principles of assessment and rules of evidence. Various assessments tasks /activities may be involved including, but not limited to:

• Observation of performance • Assignments • Written activities • Written / oral questioning • Oral presentations • Workplace practical tasks • Projects



• Case studies • Role plays/ simulations • Demonstration of skills • Online assessments • Portfolio of evidence.

Aruma RTO is required to meet stringent quality requirements in the conduct of all assessments. Certification will only be given to students who successfully complete all assessment requirements for a course. The Aruma RTO has carefully constructed and developed assessment resources to meet these quality requirements, as well as being user friendly to students.

Presentation of Assessments/ Assignments

• All assessments should be typed. • Handwritten assessments are accepted; however, handwriting must be clear

and easy to read. • If you are mailing an assignment, it must be received by the due date. Aruma

RTO does not accept responsibility for any lost assignments. Please ensure you keep a copy of your assignment prior to submission.

• All assignments are registered as they are received.

Assessment Submission

• All assessments submitted must include a completed assessment cover sheet, for student identification and disclaimer purposes.

• Aruma policy on student expectations is to submit one per month although will allow the following - Assessments must be submitted by students within four (4) months of commencement of any unit/course.

• Students who wish to submit assessment after four (4) months of commencement of a unit/course may need to re-enrol in the training course paying the scheduled course fee at the time.

• Students are allowed one “re-submit” for an assessment which has previously been deemed “Not Yet Competent”. Fees may apply for a second “Re-submit”, at the discretion of Director, General Manager, RTO Manager and or delegate of Aruma RTO.

Assessment Marking

• Assessments are not graded. • Assessments are assessed/marked in order of submission date. • When marking assessments, Assessors will make comments and provide

genuine feedback for the entire assessment.



• Students are notified of assessment outcomes within two (2) weeks of submission.

Competency

It is important to note that the rules and requirements of a Unit of Competency and a qualification are applied to all students regardless of where they are, or the mode of training delivery provided. Each Unit of Competency is made up of the following:

• Elements; • Performance criteria; • Required knowledge and skills; • A range of variables; • Critical aspects of evidence; • Any pre or co requisites (if applicable)

To be deemed Competent in any Unit of Competency you must be able to provide evidence of the required skills and knowledge to complete work tasks to the standard that is required in the workplace. Skills need to be demonstrated in a range of situations and environments (which could include simulated applications in a learning environment) over a period of time.

Evidence

Evidence is the material proof that you have performed the specified competency or task to the required standard. Evidence can take many forms and you will be required to present more than just one piece of evidence. Assessment tools that we will provide to you set out the exact requirements for evidence for each unit/module. Examples of evidence could include one or more of the following:

• Specific assessments tasks set by your Assessor • Observation reports • Certificates and awards • Examples of work completed or special projects • Current licenses • Position descriptions and performance reviews • Third party reports • Question responses • Tests

Your evidence must also demonstrate the following:

• That you can do the job or task to the required standard • Understand why the job should be done in a particular way • Handle unexpected issues or problems



• Work with others ‘in a team’ • Do more than one thing at a time, e.g. perform the task and be aware of the

occupational health and safety requirements • Know the workplace rules and procedures

Rules of Evidence and Assessment

Aruma RTO is required to ensure that all evidence provided by students, as proof of their competency, meets the following “rules of evidence”.

Valid The assessor is assured that the student has the skills, knowledge

and attributes as described in the module or unit of competency and associated assessment requirements.

Sufficient The assessor is assured that the quality, quantity and relevance of the assessment evidence enables a judgement to be made of a student’s competency.

Authentic The assessor is assured that the evidence presented for assessment is the student’s own work.

Current The assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past.

Assessment Decisions and Outcomes

a) Assessment outcomes are recorded as one of the following: i. Competent (C) – students are deemed ‘competent’ when they

have consistently demonstrated their skills and knowledge to the standard required in the workplace, for a full unit/module.

ii. Not Yet Competent (NYC) – students deemed ‘Not Yet Competent’ when unable to or have not demonstrated appropriate levels of competence in accordance with the minimum performance standards for a full unit/module.

Students assessed as ‘Not Yet competent’ shall receive feedback and guidance from the Assessor and may be required to undergo further training before re-assessment.

Extensions for Assessment

It is expected that all assessment tasks are handed in on the due date. Should you require additional time to complete an assessment you must communicate with your assessor and apply for an extension.



Appeals

Aruma RTO ensures that students have access to a fair and equitable process for appeals against assessment decisions. An appeals and reassessment process is an integral part of all training and assessment pathways leading to a nationally recognised qualification or Statement of Attainment under the Australian Qualifications Framework (AQF). Please refer to Aruma RTO Appeals Policies and Procedures.

Cancellation & Transfers

Enrolment cancellation / withdrawal / deferral / amendment

Students who wish to withdraw/cancel/defer/amend their course are required to complete a Course Withdrawal Amend form. Student Transfers

a) Transfer to another “Course date” – student can transfer to another course date, providing they make a request in writing a minimum of one week in advance. The transfer is subject to course availability.

b) Transfer to another “Course” – should a student wish to transfer to another course, they need to make the request in writing a minimum of one week in advance. The transfer is subject to course availability.

c) Transfer to another “Delivery mode” – Should a student enrolled in a course, wish to transfer to another “delivery mode” for the same course they are able to do so providing they make a request in writing a minimum of one week in advance. An administration fee is applicable for all transfers to another course delivery mode. The transfer is subject to course availability. Should a student wish to transfer to another delivery mode and does not provide written notice at least one week in advance, the student forfeits the full course fee.

d) Transfer to another “Student” – Prior arrangement no later than one week prior to the course. An administration free is applicable for all transfers to another Student.

RTO Cancellation of courses

Aruma RTO reserves the right to cancel a course if insufficient enrolments are received prior to course commencement. Students already booked in these courses will be notified. If a course is cancelled, a full refund of all monies paid by a student for the course will be made within seven (7) days. Aruma RTO has financial safeguards in place to ensure that all pre-paid fees are available for refund in the case of cancellation by Aruma RTO.



Assessment malpractice

Assessment malpractice includes: cheating, collusion and plagiarism. Aruma RTO regards the integrity of assessment as critical to its professional responsibilities as an RTO and therefore strives to ensure the assessment processes are not compromised. Aruma RTO has policies and procedures in place for dealing with assessment malpractice.

• Cheating All assessments must be 100% your own work. Cheating or the use of another person’s work and submitting as your own is cheating and will not be tolerated.

• Collusion Collusion is the presentation of work, which is the result in whole or in part of unauthorised collaboration with another person or persons. It is your responsibility to ensure that other students do not have opportunity to copy your work.

• Plagiarism Copying from a published work (including the internet), without referencing, will not be tolerated. This includes presentation of work which has been copied in whole or in part from another person’s work or from any other source such as the Internet, published books, and periodicals. This includes systematic re-wording or changing key nouns and verbs. You must follow referencing guidelines if you take another person’s idea and put it into your own words.

Students Rights and Responsibilities

The following student guidelines will help foster a healthy learning environment for all students.

Making the most of your Training

It is very important to make the most of your training opportunity. Please note it is your responsibility to do this. To optimize your own learning and successful completion, undertake to do the following:

• Attend all training sessions and complete all required reading and learning activities;

• Prepare well in advance of each training session; • Be a willing participant; • Work with fellow students; • Respect other people’s opinions; • Ensure you have a clear understanding of the assessment requirements; • Take responsibility for the quality of evidence that you submit to the Assessor; • Keep track of your progress;



• Complete and submit all assessment on time, tasks using clear and concise language;

• Contact your trainer/assessor if you do not understand the training activity or assessment task.

Attendance

Student attendance in training is paramount to successful completion of learning and assessment outcomes. Students are expected to be in attendance for all training sessions. It is expected that students arrive to class on time and remain for the full duration. Should it be necessary to leave a class early – you must advise the trainer/assessor before the class commences. If you are absent from class, it is your responsibility to catch up on any work missed. If you are going to be absent from a scheduled class or activity, please advise your trainer/assessor or Aruma RTO administration personnel. Other arrangements can be made, including self-paced learning or alternative training dates.

Punctuality

As a courtesy to others (including the trainer/assessor), all students must be punctual throughout the training day, including returning from breaks. Punctuality shows respect and is essential to avoid disruption to other students and the trainer/assessor. (This is based on classroom delivery only)

Behaviour

Students are expected to behave appropriately in a mature and professional manner at all times. All students are expected to take responsibility for their own learning and behaviour during training and assessment. Misconduct will not be tolerated.

Misconduct includes -

• Any offensive conduct or unlawful activity (e.g. theft, fraud, violence, assault); • Interfering with another person’s property; • Removing, damaging or mistreating Aruma RTO property or equipment; • Cheating/plagiarism; • Interfering with another person’s ability to learn through disruptions during

training; • Breach of confidentiality; • Inappropriate language; • Serious negligence, including WHS non-compliance; • Discrimination, harassment, intimidation or victimisation; • Being affected by drugs or alcohol and being unfit to participate in learning

activities.



Respect for others

It is expected that the behaviour of all persons in the learning environment ensures a positive learning experience. Respect for other students and the trainer/assessor is expected. Aruma RTO retains the right at all times to remove disruptive students from the training environment.

• You will be expected to treat staff and fellow students with respect and observe any student etiquette requirements which appear in this handbook or requested during the course by a trainer/assessor.

• Inappropriate language and actions will not be tolerated. • Harassment, bullying and intimidation of staff or fellow students will not be

tolerated. • Treat facilities and equipment with due care and respect. • You are required to respect the rights of others and treat others in a manner

which is fair and non-discriminatory

Disciplinary Processes

Aruma RTO may implement student discipline processes should a student be found to be acting inappropriately. Any breaches of discipline will result in the person being given a ‘verbal warning’. Further disciplinary processes may include:

• The student being asked to justify why they should continue to participate in the training course

• Suspension from training course • Expulsion from the Training course.

Change of personal details

Students are required to ensure personal details recorded with Aruma RTO are up-to-date at all times. Should your circumstances or details change please contact your trainer or RTO Administration to update your record.

Dress & Hygiene Requirements

Students are to be well presented and appropriately dressed during all training. Dress requirements include:

• Neat, comfortable clothing in the classroom environment; • Appropriate work attire, including personal protective clothing (PPE) for training

in workplace or simulated environments; • Appropriate footwear must be worn at all times; • As you will be working in close proximity with others, care with your personal

hygiene (clothing, hair, deodorant etc) is requested.



Mobile Phones

All phones must be turned off during training, as a courtesy to the Trainer/assessor and other students. In an emergency where you need to be contacted, please advise your trainer/assessor so that arrangements can be made.

Security

Do not leave handbags or other valuables unattended. Although the building may be reasonably secure, you are ultimately responsible for your own belongings. Aruma RTO accepts no responsibility for any belongings which may be stolen or are reported missing.

Duty of Care

Under Workplace Health and Safety legislation, students have a duty of care to maintain a safe environment for both themselves and their fellow students.

• Should you be involved in an accident which results in personal injury and/or damage to equipment or facilities, notify your trainer/assessor immediately.

• If you have a personal health condition which may become critical while attending training, please advise us before commencing the course. All information will be treated in strict confidence and is only needed so Aruma RTO can provide support or treatment should an emergency arise.

• Emergency procedures and exit plans must be followed • Protect your own health and safety and to avoid adversely affecting the health

and safety of any other person; • Not wilfully or recklessly interfere or misuse anything provided by Aruma RTO in

the interests of health, safety and welfare; • Cooperate with health and safety directives given by staff of Aruma RTO; • Ensure that you are not affected by the consumption of drugs or alcohol.

Feedback

Aruma RTO values all feedback from students as it assists us to continuously improve the products and services we offer. Students are encouraged to provide us with feedback, both positive and constructive. Aruma RTO has developed some feedback forms for you to provide feedback.

Student Records

Aruma RTO maintains an individual student file for every student who undertakes any form of training and assessment with us. This file contains records regarding your personal details provided to us, any training and assessment undertaken and completed. This file is available to you. In accordance with Privacy laws and confidentiality requirements, your file is kept in a locked cupboard. Only those Aruma RTO personnel who need to have access to your file for training and assessment purposes can access it.



No other person can access your student file without your written permission, excluding those third parties previously mentioned. If you would like access to your personal records, contact RTO Manager or RTO Team representative.

Workplace Health and Safety (WHS)

Aruma RTO is committed to taking practicable steps to provide and maintain a safe and healthy work and learning environment for all staff, students, and contractors. The safety of our students and staff is of primary importance in all activities and operations of our organisation. We are committed to implementing, maintaining and continuously improving work health and safety in all of our facilities and operations. Please view Aruma RTO Workplace Health and Safety (WHS) Policy and Procedures for more information.

Accidents, Injuries and Near Misses

All incidents and near misses are required to be reported immediately. See your trainer/assessor or administration personnel to report any issues. Aruma RTO will ensure that the injured person receives appropriate first aid and/or medical treatment as soon as possible and will conduct an investigation to reasonably prevent a recurrence. Please view Aruma RTO Workplace Health and Safety (WHS) Policy and Procedures for more information.

Student Support Services

Aruma RTO understands that there may be times when personal issues may affect your ability to undertake your training. Aruma RTO has identified a number of support services for students who have special needs or require additional support and assistance to undertake or complete their learning.

Literacy Language and Numeracy (LLN)

Each Training Package sets a minimum requirement in language, literacy and numeracy skills of participants. Aruma RTO makes appropriate concessions for language, literacy and numeracy issues of students.

You will be required to undertake a Literacy, Language and Numeracy (LLN) assessment at the time of your enrolment to enable our trainers to support and help you to participate more effectively in training.



Advice is given to all students on appropriate actions if there is a need to update literacy and numeracy skills. Aruma RTO can assist in providing this additional development prior to completing your enrolment into vocational skills.

Learning Materials

Students receive a copy of training and /or assessment materials as part of the course fee. Should you lose or misplace the materials you are provided, additional fees for replacement of materials may be incurred.

Special Needs

Students intending to enrol for training with the Aruma RTO are requested to advise us if they have any physical or other impairment (e.g. English language, literacy or numeracy difficulties, dyslexia, etc) which may adversely affect their ability to successfully undertake training and assessment, prior to enrolment. The RTO Manager or RTO Team representative, in collaboration with the student, will assess the potential for the student to successfully complete the training which may include flexible delivery options to optimise the ease and benefit of student learning.

Access and Equity

Aruma RTO is committed to promoting, encouraging and valuing equity and diversity with respect to its students and to providing them with a positive learning environment to achieve success. Aruma RTO will ensure services offered are provided in a fair and equitable manner to all students, free from bias. All students have equitable access to training resources and facilities, support services and information, trainer and assessors, learning and assessment materials and opportunities. For further information, see Aruma RTO Access & Equity Policy.

RTO Complaints Policy and Procedure

Purpose

Aruma RTO is committed to providing quality training and assessment in accordance with the Standards for Registered Training Organisations (SRTOs 2015). As such, Aruma RTO is required to have a policy and processes in place to manage and respond to allegations involving the conduct of staff, students and third-party training and assessment providers who provide services on behalf of Aruma RTO.

This policy is based on providing and maintaining training and assessment services that are fair and reasonable and afford a forum where issues or inadequacies can be



raised and resolved. This process provides opportunity for complaints to be recorded, acknowledged and dealt with in a fair, efficient and effective manner.

The object of this policy is to ensure that Aruma RTO staff act in a professional manner at all times. This policy provides students with a clear process to register a complaint. It ensures all parties involved are kept informed of the resulting actions and outcomes.

Commitment

Aruma RTO acknowledges a student’s right to lodge a complaint when dissatisfied with the training and /or assessment services and experiences provided by Aruma RTO.

Aruma RTO will ensure students have access to a fair and equitable process for expressing complaints, and that Aruma RTO will manage the complaint with fairness and equity.

In doing so, Aruma RTO:

a) Has written procedures in place to collect and manage complaints in a constructive and timely manner;

b) Ensures these procedures are communicated to all staff, third party partners and students;

c) Ensures all necessary documentation and resources are in place to enable students to submit a complaint;

d) Ensures each complaint and its outcome is recorded in writing; and e) Ensures customer complaints and the outcomes are fed into continuous

improvement initiatives.

Policy Principles

In managing complaints, Aruma RTO will ensure that:

a) The principles of natural justice and procedural fairness are adopted at every stage of the complaint process.

b) The complaints policy is publicly available. c) There is a procedure for making a complaint. d) Complaints are treated seriously and dealt with promptly, impartially,

sensitively and confidentially. e) Complaints will be resolved on an individual case basis, as they arise. f) All students have the right to express a concern or problem and/or lodge a

complaint if they are dissatisfied with the training and assessment services that they have been provided (including through a third party) or the behavioural conduct of another student.

g) All complaints are acknowledged in writing and finalised as soon as practicable.



h) The complaint resolution procedure is based on the understanding that no action will be taken without consulting the complainant and respondent, using a process of discussion, cooperation and conciliation.

i) The rights of the complainant and respondent will be acknowledged and protected throughout the complaint resolution process, including the conduct of separate interviews initially.

j) In the interest of confidentiality, the number of people involved in the resolution process will be kept to a minimum.

k) Final decisions will be made by the Director, General Manager and RTO Manager Aruma RTO or an independent party to the complaint.

l) The complaint resolution procedure emphasises mediation and education while acknowledging that in some instances formal procedures and disciplinary action may be required.

m) If the complaints process fails to resolve the complaint or the complainant is not satisfied with the outcome of the complaint the matter will be referred to an independent third party for review, at the request of the complainant. All costs incurred for the third party review will be advised to the complainant.

n) If the complaint will take more than 60 calendar days to finalise, Aruma RTO will inform the complainant in writing providing the reasons why more than 60 calendar days are required. The complainant will also be provided with regular updates on the progress of the complaint.

o) Victimisation of complainants, respondents or anyone one else involved in the complaint resolution process will not be tolerated.

p) All complaints will be handled as Staff-In-Confidence and will not affect or bias the progress of the student in any current of future training.

Types of Complaints

A complaint may include allegations involving the conduct of:

a) Aruma RTO , its trainers, assessors or other staff; or b) A third-party providing services on behalf of Aruma RTO , its trainers, assessors

or other staff; or c) A student of Aruma RTO.

Aruma RTO Responsibilities

The Director, General Manager and RTO Manager of Aruma RTO is the Complaints Resolution Officer. The Director, General Manager and RTO Manager may delegate responsibility for the resolution of the complaint if necessary.

Details concerning the scope of the Complaints Policy are to be clearly displayed throughout the organisation and contained within the Staff Induction Process, Student Handbook and Aruma RTO website.



Process

If a student has a complaint, they are encouraged to speak immediately with the trainer/assessor to resolve the issue. If the complainant is not satisfied that the issue has been resolved they will be asked to complete a Complaints Form, to lodge a formal complaint. Aruma RTO will then investigate the complaint and advise the complainant of the outcome.

If the complainant is not satisfied with the outcome they can write to the Director, General Manager and RTO Manager, setting out in detail the issue of concern. This may lead to occasions where an industry-training representative may be invited to act as an objective party to negotiate a satisfactory resolution.

Complaints Process

All complaints shall follow the below process:

a) Complaints are to be made in writing within 7 calendar days of the incident using the Complaints Form.

b) A submitted complaint form will constitute a formal complaint from the student. Further detail of the complaint can be provided by the student verbally.

c) The Director, General Manager and RTO Manager Aruma RTO must be informed of receipt of all complaints immediately.

d) The Director, General Manager and RTO Manager Aruma RTO may delegate responsibility for the resolution of the complaint.

e) In the case of a complaint, the Director, General Manager and RTO Manager Aruma RTO will initiate a transparent, participative investigation to identify the issues.

f) Complaints will be processed in accordance with the Complaints flowchart - Annex A.

g) Complaints, where possible, are to be resolved within 14 calendar days of the initial application.

h) In all cases the conclusion will be assessed by the Director, General Manager and RTO Manager Aruma RTO.

i) The student will be advised in writing of the outcome of their complaint, within seven (7) days of resolution.

j) If the outcome is not to the satisfaction of the student, they may seek an appointment with the Director, General Manager and RTO Manager Aruma RTO.

k) If the student is not satisfied with the decision, they have the option to seek outside assistance to pursue the complaint.

Records Management

Records of all complaints and their outcomes are maintained securely.

Records of complaints include:



a) How the complaint was dealt with; b) The outcome of the complaint; c) The timeframes for resolution of the complaint; d) The potential causes of the complaint; and e) The steps taken to resolve the complaint.

All documentation from Refund processes are maintained in accordance with Records Management Policy. (See Records Management Policy)

Monitoring and Improvement

All complaints practices are monitored by the Director, General Manager and RTO Manager and will be discussed at Management Review Meetings with areas for improvement identified and acted upon. (See Continuous Improvement Policy).



Complaint lodged with RTO within 7 calendar days of the incident date

ANNEX A: Complaints Process

Candidate verbally raises concerns with RTO staff member

Complainant is informed of the decision and their right to

pursue the decision further with external agencies

Matter resolved with RTO staff member

YES NO

No further action required Students completes Complaints Form and outlines the grounds for the complaint

Director, General Manager and RTO Manager or delegated representative commences complaint

resolution through a participative process

Director, General Manager and RTO Manager or delegated representative reviews all evidence and makes a judgement. The complainant is informed of the outcome

Matter is resolved within 28 calendar days

COMPLAINT UPHELD COMPLAINT NOT UPHELD

Staff member involved is required to forward all documentation to the

Director, General Manager and RTO Manager or

delegated representative

Appropriate outcomes are implemented with the

complainant, root cause identified and rectified



Complaints Procedures

STEP 1 – Initial Review of Complaint

No. Who Actions

1.1 Student a) Raises the concern with Aruma RTO staff.

1.2 RTO Manager a) Attempt to resolve the complaint immediately.

1.3 RTO Manager or delegate

a) If the matter is successfully resolved, complete the “Complaints Lodgement Form” and submit to Admin for processing.

b) If the matter is not resolved, advise student of their right to make a formal complaint referring them to the complaints policy.

c) Provide student with access to the “Complaints Lodgement Form”.

1.4 Admin a) Enter details of Complaint into Student Management system (SMS)

b) Enter details of Complaint into Complaints Register. c) Note actions on “Complaints Lodgement Form”. d) Notify Director, and General Manager of the resolved

complaint. e) File “Complaints Lodgement Form” (if appeal

resolved) onto student’s file. STEP 2 – Lodgement of Complaint

No. Who Actions

2.1 Student a) Lodges a complaint in writing using the “Complaints

Lodgement form”. b) Submits within seven (7) days of the date of the issue.

2.2 Admin a) Enter details of complaint into Student Management system (SMS)

b) Enter details of complaint into Complaints Register. c) Note actions on “Complaints Lodgement Form”. d) Print and commence “Complaints Progress Form”. e) Provide all documentation to Director and General

Manager for action.

2.3 Director, General Manager and RTO Manager

a) On receipt of the complaint documentation, acknowledge receipt of the claim, in writing, to the complainant within two (2) working days, this may be via email, letter or fax.

b) Keep all documentation in a complaints file, which will remain in place until the complaint is resolved. After which time all complaints documentation will be placed on the student’s file.

STEP 3 – Processing the Complaint

No. Who Actions



Complaints Procedures


a) Implement appropriate resolution techniques to resolve the issue promptly to the mutual satisfaction of all parties.

b) Inform any respondent(s) (if applicable) by letter, that a complaint has been received. This letter will be forwarded within 2 (two) working days of receipt of the original formal complaint.


a) Review, investigate and mediate to resolve the complaint within seven (7) days. Actions which may be taken include, but are not limited to: i. Discussing the facts of the complaint with the

complainant. ii. Where appropriate and applicable, discuss the

complaint with the respondent giving details of the complaint and complainant, giving cause to procedural fairness.

iii. Where appropriate and applicable, encourage and facilitate the disputants to engage in mediation on an informal level.

iv. Interview all parties individually, including any witnesses.

v. Conduct interviews privately and confidentially vi. Where applicable, report the outcome of the

meeting with the respondent to the complainant. vii. Seek preferred outcome from each of the

parties.


a) Determine a resolution to resolve the complaint, within Aruma RTO policies.

b) Advise all parties of the outcome of the complaint in writing, within five (5) working days.


a) Confirm all parties are satisfied with the outcome of the complaint.

b) If the student is dissatisfied with outcome, advise the student of their right to further progress the appeal through the External Arbitrator. (See to Step 5)

c) Note actions on “Complaints Progress Form”. STEP 4 – Finalising the Complaint

No. Who Actions


a) Complete all necessary documentation including the “Complaints Progress form”, noting actions and outcomes of the complaints resolution process.

b) Place all documentation in the student’s complaints file and provide to admin for completion.



Complaints Procedures c) Implement agreed actions and /or administrative

arrangements. d) Monitor learning environment to ensure the

behaviour/incident does not re-occur.

4.2 Admin a) Enter details of complaint outcome into Student Management system (SMS)

b) Enter details of complaint outcome into Complaints Register.

c) Note actions on and complete the “Complaints Progress Form”.

d) Place all documentation from complaint file onto student’s file.


a) Ensure that the issue, policy and procedures relating to any substantiated complaint is reviewed and progressed through continuous improvement processes, as appropriate

STEP 5 – Referral to External Arbitrator

No. Who Actions

5.1 Director or Student

a) Contact and engage the External Arbitrator for a review of the complaint, providing all relevant documentation.

b) Cooperate with External Arbitrator for a review of the complaint.

5.2 External Arbitrator

a) Review, investigate and mediate the complaint with all relevant parties and make a ruling.

b) Prepare a formal written report on the investigation, providing a copy to both Director, General Manager and RTO Manager of Aruma RTO and complainant.

c) Aruma RTO will abide by any resolutions as recommended by the External Arbitrator.


a) If the complaint is upheld, go to Step 4.1.


a) If the complaint is rejected notify the complainant in writing that the original decision is to stand.

b) Go to Step 4.1.



RTO Refund Policy and Procedure

Purpose

Aruma RTO is committed to providing quality training and assessment in accordance with the Standards for Registered Training Organisations (SRTOs 2015). As such, Aruma RTO is required to have and provide detail of a fair and reasonable refund process.

The purpose of this policy is to provide for the appropriate handling of student refunds.

Commitment

Aruma RTO is committed to ensuring fair and reasonable refund practices.

Aruma RTO will:

1. Implement and maintain a process for fair and reasonable refund of fees paid; and

2. Provide refunds for fees and charges paid by individuals / students, where training and assessment activities have not been delivered.

Policy Principles

The following principles underpin this policy.

a) Details of Aruma RTO Refund Policy are to be publicly available. b) With regard to all withdrawals, Aruma RTO will firstly encourage a student to

enrol on another course date, prior to processing refund applications. c) Written notification of withdrawal from a training program must be provided

by a student to apply for a refund for a course. This may be via letter, email or the completion of the refund form.

d) There is no refund applicable where a student has commenced the course/unit.

e) There is no refund to participants who do not obtain their qualification after assessment.

f) There is no refund for recognition of prior learning assessments after enrolment, where Recognition resources and services have been supplied to the student.

g) Aruma RTO does not accept liability for loss or damage suffered in the event of withdrawal from a course by a student.

h) Aruma RTO provides a full refund to all students, should there be a need for Aruma RTO to cancel a course. In the first instance Aruma RTO will (where possible) provide an opportunity for the student to attend another scheduled course.



i) If Aruma RTO cancels a course, students do not have to apply for a refund, Aruma RTO will process the refunds automatically.

j) Refunds for cancellation of enrolments are granted on a sliding scale (See below 3.1 & 3.2).

Short Courses & Skill Sets - Refunds for enrolments in individual classroom-based courses will be calculated in accordance with the following sliding scale.

Reason for Refund Notification requirements Refund

Student withdraws In writing, more than ten (10) calendar days prior to the course commencement

100% of the course fee (paid by the student)

Student withdraws In writing, within ten (10) calendar days prior to the course commencement.

75% of the full course fee (regardless of how much the student has already paid)

Student withdraws In writing, less than 24 hours prior to course commencement.

Nil Refund

Student withdrawn from the course by Aruma RTO

After course commencement, due to inappropriate behaviour

Nil Refund

Course cancelled by RTO 100% of the course fee (paid by the student)

A fee equal to 25 % of the full fee is charged where cancellations occur within seven (7) days before commencement of an enrolled course or assessment.

Fees are refunded in full where the student submits in writing reason for withdrawal, eight (8) days or more prior to commencement of an enrolled course or assessment.



Qualifications / Accredited Courses

Refunds for enrolments on nationally recognised qualifications (workplace based/traineeships) and accredited courses are subject to the following refund formula.

Fee Type Description Fee $

Enrolment cancellation fee RTO administrative processes for processing of enrolment, reporting and other administrative actions related to cancellation

$150.00 per qualification

Course Fee – Commenced For all courses commenced/attended/ completed from within the qualification /Accredited course

Full Course fee payable by the student

Nil Refund

Course Fee – Not Commenced

For all course NOT commenced/attended/ completed from within the qualification /Accredited course

Full course fee paid by the student is refunded

Unit Fee – Commenced For all individual units commenced/attended/ completed from within the qualification /Accredited course

Full Unit fee payable by the student

Nil Refund

Unit Fee – Not Commenced

For all individual units NOT commenced/attended/ completed from within the qualification /Accredited course

Full Unit fee paid by the student is refunded

Aruma RTO Responsibilities - The Director, General Manager and RTO Manager of Aruma RTO is responsible for ensuring compliance with this policy.

Finance Department / Accounts Payable of Aruma RTO will process refund requests within 30 days from the day of receipt.

Access & Equity - The Aruma RTO Access & Equity Policy applies. (See Access & Equity Policy)



Records Management - All documentation from Refund processes are maintained in accordance with Records Management Policy. (See Records Management Policy)

Monitoring and Improvement - All Refund practices are monitored by the Director, General Manager and RTO Manager and areas for improvement identified and acted upon. (See Continuous Improvement Policy)

Refunds Procedures STEP 1 – Lodgement of Refund by Student

No. Who Actions

1.1 Student b) Student completes “Refund Request Form”, notifying their request for a refund of fees paid.

1.2 Admin b) Review the refund application and ensure the student is eligible for a refund.

c) If a refund is due, calculate the amount of refund due.

d) Check student records to identify how the money was originally paid (i.e. cash, cheque, company or credit card).

i. If the money was originally paid via cash or cheque, note refund to be issued by cheque.

ii. If the money was originally paid via credit card, note the refund to be processed via refunding the credit card.

iii. If the money was originally paid by a company, note the refund will apply as a credit to the company account or provide a cheque for the refund.

e) Complete “Refund Request Form”. f) Provide completed “Refund Request Form” to

Director for Approval. g) Go to Step 3.

STEP 2 – Refund of fees – Due to Course Cancellation

No. Who Actions

2.1 Admin c) Should a course be cancelled for any reason, identify all students who have paid course fees for that particular course.

d) Determine the full amount of refund due to each student.

e) Check to identify how the money was originally paid (i.e. cash, cheque, company or credit card).

i. If the money was originally paid via cash or cheque, note refund to be issued by cheque.

ii. If the money was originally paid via credit card, note the refund to be processed via refunding the credit card.

iii. If the money was originally paid by a company, note the refund will apply as a



Refunds Procedures credit to the company account or provide a cheque for the refund.

f) Complete a “Refund Request Form” for each student eligible for a refund.

g) Provide completed “Refund Request Form” to RTO Manager for Approval.

STEP 3 – Management approval for Refund

No. Who Actions

3.1 RTO Manager c) Review refund and note approval/modification/decline on “Refund Request Form”.

d) Return Completed “Refund Request Form” to Admin for processing.

STEP 4 – Finalise Refund Request

No. Who Actions

4.1 RTO Manager a) If a refund is approved: i. Process refund in SMS ii. Enter note in SMS for the student iii. Update the “Refund Request Form”. iv. Take a copy of completed “Refund Request

Form” for student file. v. Send original “Refund Request Form” to

finance for processing. vi. File all documentation on student file.

b) If a refund is declined: i. Complete and send written notification to

student advising the refund has been declined and the reasons.

ii. Enter note in SMS for the student. iii. Update the “Refund Request Form”. iv. File original completed “Refund Request

Form” and all documentation on the student. v.

STEP 5 – Processing the Refund

No. Who Actions

5.1 Finance e) Upon receipt of completed “Refund Request Form” process and make refund to the student. Noting the method of refund.

f) Update finance system g) File documentation accordingly, in Refunds File.



Refund Request Form Refund No.

Section 1 – Student Details

Name: Date:

Mobile:

Email:

Course: Course Date:

Section 2 – Refund Details

I request a refund for the following:

Invoice Number: Amount

Reason: (Please attach any supporting documentation)

Acknowledgement I understand that my request for a refund will be processed in accordance with the Aruma RTO Refund Policy.

Signature Date:

Section 3 – Authorisation

Please tick the type of Refund:

Withdrawal Transfer Cancellation Other (please specify)

This Refund amount is:

APPROVED DENIED ADJUSTED TO $

Comments/ Reason for decision / Calculations of Refund

Refund Method:

EFT / Credit Card Cheque Credit to Account

Signed: Position:

Print Name: Date Processed:

Admin Use Only

Logged in Refund Register: Yes No Date:

Logged By: Signature:

Formal Letter/Email Sent: Yes No Date:

Sent By: Signature:



RTO Access and Equity Policy

Purpose

The purpose of this Policy is to provide a frame of reference in providing and maintaining training services that reflect fair and reasonable opportunity for all students, regardless of their diversity; allowing everyone to freely participate in the learning environment free from discrimination, harassment, bullying and vilification.

Commitment

Aruma RTO is committed to providing quality training and assessment products and services in compliance with the Standards for Registered Training Organisations (RTOs) 2015.

Aruma RTO promotes, encourages and values equity and diversity with regard to students. Aruma RTO will ensure services offered are provided in a fair and equitable manner to all students, free from bias.

Aruma RTO is committed to providing flexible learning and assessment options, allowing students alternatives which recognize the diversity of their individual needs and circumstances aiding them in their learning goals.

Aruma RTO will ensure:

a) All training and assessment policies and procedures incorporate access and equity principles;

b) All students have equitable access to the benefits of training and assessment irrespective of their gender, age, race, religion, culture, linguistic background, marital status, geographic location, socio-economic background, disability, sexual preference, family responsibility or political conviction;

c) All nominations and enrolments into training courses and programs will be conducted at all times in an ethical and responsible manner, ensuring fairness and compliance with equal opportunity legislation; and

d) All students have equitable access to training resources, facilities, equipment, support services, information, training and assessment personnel, materials, assessment opportunities, training opportunities.

Definitions

The following words and expressions have the following specific meaning, as in the Standards for Registered Training Organisations (RTOs) 2015.

Access and equity means policies and approaches aimed at ensuring that VET is responsive to the individual needs of students whose age, gender, cultural or ethnic background, disability, sexuality, language skills, literacy or numeracy level, unemployment, imprisonment or remote location may present a barrier to access, participation and the achievement of suitable outcomes.



A. Discrimination

Discrimination occurs when a person is treated less favourably than others due to the person’s circumstances, characteristics or beliefs.

i. Direct Discrimination

Direct discrimination takes place when a person, organisation or group of persons is treated less fairly than others on the basis of stereotyped beliefs or views.

ii. Indirect Discrimination

Indirect discrimination includes rules, practices or polices which appear to be non-discriminatory and equally applicable, but operate in such a way that certain groups of people are excluded without just cause.

B. Workplace Harassment

Harassment is any behaviour which is unwelcome, offends, humiliates or intimidates a person and causes the work environment to become unpleasant. If a person is being harassed, then their ability to do their work is affected as they often become stressed and suffer health problems.

Harassment may result from behaviour which is not intended to offend or harm, such as jokes or unwanted attention however, this does not mean that it is lawful.

C. Sexual Harassment

The most common form of harassment is sexual harassment. Examples of sexual harassment include, but are not limited to:

a) Unwanted touching b) Sexual innuendo propositions c) Nude pin-ups and posters d) Obscene telephone calls e) Wolf whistles

Sexual harassment can occur among peers or co-workers, and in subordinate-supervisor, supervisor-subordinate or staff-student situations.

D. Verbal Harassment

Examples of verbal harassment include, but are not limited to:

a) Sexual comments, advances or propositions b) Lewd jokes or innuendos c) Racist comments or jokes d) Spreading rumours e) Comments or jokes about a person’s disability, pregnancy, sexuality, age or

religion f) Repeated questions about one’s personal life



g) Belittling someone’s work or contribution in a meeting h) Threats, insults or abuse i) Offensive obscene language j) Obscene telephone calls, unsolicited letters, faxes and emails

E. Non-Verbal Harassment

Examples of non -verbal harassment include, but are not limited to:

a) Leering (e.g. staring at a woman’s breasts) b) Putting offensive material on notice boards, computer screen savers and

emails c) Wolf whistling d) Nude or pornographic posters e) Displaying sexist or racist cartoons or literature f) Demoting, failing to promote, or transferring someone because they refuse

requests for sexual favours g) Following someone home from work h) Standing very close to someone or unnecessarily leaning over them i) Mimicking someone with a disability j) Practical jokes that are unwelcome k) Ignoring someone, or being cold and distant to them l) Crude hand or body gestures

F. Physical Harassment

Examples of physical harassment include, but are not limited to:

a) Unwelcome physical contact such as kissing, hugging, pinching, patting, touching, or brushing up against a person

b) Indecent or sexual assault or attempted assault c) Hitting, pushing, shoving, spitting, or throwing objects at a person d) Unfastening a person’s attire

Policy Principles

Aruma RTO will not accept any form of discrimination and we will apply the following principles in support of access and equity:

Access and Equity Principles

a) Aruma RTO abides by access and equity principles. b) Aruma RTO will respect a student’s right to privacy, confidentiality and be

sensitive to student needs. c) Aruma RTO provides equal opportunity for all students and is responsive to the

individual needs of students whose gender, pregnancy, race, marital status, sexuality, age, family/carer responsibilities, disability, transgender, political



conviction, cultural or ethnic background, linguistic background, religious belief, geographic location, socio-economic background, employment/unemployment, imprisonment may present a barrier to access, participation and achievement of suitable outcomes.

d) At enrolment, students will be asked to identify personal needs or circumstances that may exist and for which they may require additional support (See Enrolment Policy).

e) Aruma RTO will ensure all staff, employees, and contractors have access to the information and support needed to prevent discrimination, sexual harassment, bullying and violence, victimisation, and vilification or to deal with it appropriately if it occurs.

f) Aruma RTO seeks to create a learning environment where all students are respected and can develop their full potential.

g) All students are given fair and reasonable opportunity to attend and complete training.

h) All staff are given fair and reasonable opportunity to participate in relevant decision making processes and the allocation of resources and services as required to fulfil their duties and responsibilities.

i) Deficiencies will be investigated to determine whether a breach or policy deficiency exists. Should a discrepancy be proven, the impact of that breach or deficiency will be identified along with how the policy should be amended to eliminate the breach or deficiency in the future.

j) All perceived deficiencies in the Access and Equity Policy are to be documented, assessed and reviewed by the Director, General Manager and RTO Manager of Aruma RTO.

k) Aruma RTO will demonstrate its commitment by: a) Selecting students according to a fair and non-discriminatory process b) Making its training relevant for a diverse student population c) Providing suitable access to facilities and resources d) Providing appropriate support services e) Providing appropriate complaints procedures f) Consulting with relevant industry groups g) Raising staff, contractor and student awareness of equity issues.

Equal Opportunity

Aruma RTO is an equal opportunity company and does not discriminate against or favour target groups in either recruiting or training, unless prescribed by funding contracts.

Target Groups are defined as:

• Aboriginal and Torres Strait Islanders; • People with a disability; • People from non-English speaking backgrounds; • People in transition and other special groups (i.e. people re-entering the

workforce, long term unemployed, sole parents, people with literacy problems, and those who have been institutionalised);



• Women; • People from regionally isolated communities.

Special Needs/Considerations

a) Students intending to enrol for training with Aruma RTO are requested prior to enrolment to advice Aruma RTO if they have any disability, physical or other impairment which may adversely affect their ability to successfully undertake training and assessment.

b) Students are encouraged to discuss with Aruma RTO any ‘special needs’ and/or ‘reasonable adjustments’ to the study environment which they consider are necessary or would assist them in the performance of their studies.

c) Aruma RTO, in collaboration with the students, will assess the potential for the student to successfully complete the training which may include flexible delivery options to optimise the ease and benefit of the student’s learning. However, no compromise to the integrity of the assessment against competency will be allowed.

d) Students with a disability are required to have the ability to fulfil the core requirements of the units of competence to attain the relevant award. However, it is recognised that flexibility in arrangements may need to be implemented.

Language, Literacy and Numeracy

a) Each Training Package sets a minimum requirement in language, literacy and numeracy skills of students, with which Aruma RTO must abide.

b) Aruma RTO makes appropriate concessions for language, literacy and numeracy issues of students where these concessions do not compromise the requirements of the relevant Training Package and the integrity, equity and fairness of assessment.

c) Where a student is deemed, either prior to enrolment or throughout the training program, to possess a lower level of language, literacy or numeracy than is the minimum requirement for the requirements of the Training Package, Aruma RTO will provide appropriate advice and support to the student regarding further learning options. At times, further language or literacy development or remedial assistance may be required to be completed prior to the continuation or completion of the student’s course of study.

Harassment

a) Harassment will not be tolerated at Aruma RTO. If harassment occurs, the person responsible will be subject to disciplinary procedures. Disciplinary action will be taken against any staff or student involved in such behaviour. This may include termination of employment and removal of the student from the training course.

b) Serious cases of harassment may constitute a criminal offence.



c) Aruma RTO will not tolerate behaviour which is considered sexual harassment and expects all staff, contractors and students to treat each other with dignity and respect.

Bullying and Violence

a) Aruma RTO will not tolerate bullying or violent behaviour and expects all staff, contractors and students to treat each other with dignity and respect.

b) Aruma RTO recognises bullying and violence demeans and infringes the rights of individuals and groups, damaging the work and learning environment.

Vilification

a) Aruma RTO will not tolerate behaviour which vilifies another person and expects all staff, contractors and students to treat each other with dignity and respect.

Complaints

a) Aruma RTO encourages informal resolutions of discrimination, sexual harassment, bullying and violence, victimisation, and vilification grievances in the first instance, as close to the source as possible, with the option of conciliation or investigation of the complaint if necessary.

b) Complaints will be investigated in a confidential manner and action will be taken to ensure that the discrimination/harassment stops. Appropriate warning or disciplinary action will be taken where harassment is found to have occurred.

c) Those responsible for advising, conciliating or investigating a complaint must act fairly and impartially, they must act without bias and avoid any conflict of interest the respondent must be given a fair opportunity to know the case against him or her and to be given the opportunity to make a considered response.

d) All staff, students and contractors involved with the Aruma RTO complaint procedures will be treated with respect and courtesy. Enquiries and complaints will be dealt with in a sensitive, equitable, fair, and confidential manner. All attempts will be made to deal with matters expeditiously while ensuring all parties are provided with sufficient time to prepare and or respond.

e) Aruma RTO acknowledges that it is of paramount importance and in the best interests of all parties that confidentiality is maintained during these procedures.

f) Aruma RTO encourages the reporting of behaviour that breaches equal opportunity policy but will not tolerate vexatious or frivolous complaints.

Victimisation

a) In order for complaints to be brought forward, complainants must feel secure in the knowledge that Aruma RTO procedures will be followed without fear of reprisal.



b) Aruma RTO will not victimise or treat any person unfairly for making a harassment complaint.

c) Aruma RTO will not tolerate behaviour of victimisation of another person and expects all staff, contractors and students to treat each other with dignity and respect.

d) Any complaint of victimisation will be treated in the same manner as a complaint of discrimination, sexual harassment or vilification.

RTO Responsibilities

Aruma RTO has a legal and moral obligation to provide equal opportunity in an environment free from discrimination for staff, contractors and students to ensure that discrimination/harassment does not occur in the workplace.

Aruma RTO will ensure:

• Maintain policies and procedures for equal opportunity for staff, contractors and students;

• Disseminate policies and procedures to staff, contractors and students; • Examine all policies and practices, as they affect staff, contractors and

students to ensure the elimination of discrimination and harassment; • Ensure there is no discrimination against any individual student or group of

students or staff, in access to facilities, products and services; • Educate staff and contractors on the general goals and philosophy of

equal opportunity together with the rationale for policies and practices which are adopted;

• Eliminate sexist and other discriminator language from all publications and discourage the use of such language in all printed material and in the speech of its staff, contractors and students;

• Establish and maintain mechanisms to deal with complaints.

Director, General Manager and RTO Managers Responsibilities

The Director, General Manager and RTO Manager of Aruma RTO are responsible for student’s equity.

The Director and RTO Management will not condone nor engage in discriminatory/harassing behaviour.

The Director and RTO Management are responsible for ensuring that all staff are aware of this policy and that complaints will be dealt with in accordance with the terms of the Complaints and Appeals Policy.

The Director, General Manager and RTO Manager of Aruma RTO are to ensure staff act according to this policy and all students are made aware of their rights and responsibilities pursuant to this policy.

The Director and RTO Management will maintain the confidentiality of all complaints. If the Director and or RTO Management feels that they are not the appropriate person



to deal with the complaint, they will refer the matter to either a member of the management team or an external independent party for review and/or action.

Staff, Contractors and Student Responsibilities

Aruma RTO staff, contractors and students have the responsibility to:

• Act to prevent harassment, discrimination and victimization against others; • Respect differences among other staff, students and contractors, such as

cultural and social diversity; • Treat people fairly, without discrimination, harassment or victimization; • Respect the rights of others; • Respect people’s rights to privacy and confidentiality; • Refuse to join in with these behaviours; • Supporting the person in saying no to these behaviours; • Acting as a witness it the person being harassed decides to lodge a

complaint; • Observe site rules or behaviour guidelines set by Aruma RTO

Trainers/Assessors; • Behave in a manner that does not interfere with the learning of others; and • Conduct themselves in a responsible manner while in training; • Ensure the rights of all students to have their say, balanced with the

responsibility to listen to others and allow others to have their say. If a RTO staff, contractor or student feels harassed, bullied or otherwise a victim of unwelcome behaviour, the staff, contractor or student is encouraged to inform the person where the behaviour is unwanted, unacceptable and/or offensive. If the staff, contractor or student feels unable to approach the person, or if the behaviour continues following their request that the behaviour cease, the RTO Management Team of Aruma RTO should be contacted.

Legislation

This policy reflects our commitment to the following legislation:

a) National Vocational Education and Training Regulator Act 2011 (NVR Act) – Commonwealth

b) Vocational Education and Training Accreditation Act 1990 (New South Wales) c) Education and the Education and Training Reform Act 2006 (Victoria) d) Vocational Education and Training Act 1996 (Western Australia) e) Vocational Education, Training and Employment Act 2000 (Queensland) f) Training and Skills Development Act 2008 (South Australia) g) Training and Workforce Development Act 2013 (Tasmania) h) Age Discrimination Act 2004 (Commonwealth) i) Disability Discrimination Act 2009 (Commonwealth) j) Racial Discrimination Act 1975 (Commonwealth) k) Sex Discrimination Act 1984 (Commonwealth) l) Discrimination Act 1991 (Australian Capital Territory) m) Disability Services Act 1991 (Australian Capital Territory)



n) Anti-Discrimination Act 1977 (New South Wales) o) Anti-Discrimination Act (Northern Territory) p) Anti-Discrimination Act 1991 (Queensland) q) Equal Opportunity Act 1994 (South Australia) r) Sex Discrimination Act 1994 (Tasmania) s) Anti-Discrimination Act 1998 (Tasmania) t) Equal Opportunity Act 2010 (Victoria) u) Disability Act 2006 (Victoria) v) Equal Opportunity Act 1984 (Western Australia)

Records Management - All documentation from regarding complaints concerning Access and Equity matters are maintained in accordance with Records Management Policy. (See Records Management Policy)

Monitoring and Improvement - - All Access and Equity practices are monitored by the RTO Manager and areas for improvement identified and acted upon. (See Continuous Improvement Policy)



RTO Privacy Policy and Procedure

Purpose

Aruma RTO is committed to providing quality training and assessment in accordance with the Standards for Registered Training Organisations (SRTOs 2015). As such, Aruma RTO is required to comply with Federal law regarding Privacy and confidentiality of employees, students and contractors. The purpose of this policy is to outline how Aruma RTO complies with Privacy Act 1988 and Australian Privacy Principles (APPs).

Commitment

Aruma RTO is committed to complying with obligation under Privacy Act 1988, and the associated Australian Privacy Principles (APPs), specifically in the way it collects, uses, secures and discloses personal information. Aruma RTO is committed to safeguarding any confidential information obtained by the RTO. Aruma RTO will ensure:

• It maintains and provides a current Privacy Policy; • Information gathered for the express purpose of training and assessment

matters will not be disclosed to a third party unless prior written consent is provided by the individual concerned, except that required by law;

• The secure storage of all records; • The confidentiality of all information maintained on records.

Policy Principles

Legislation

a) Aruma RTO, although not required to, chooses to abide by the Privacy Act 1988 and associated 13 x Australian Privacy Principles (APPs).

b) The APPs came into force February 2018 and set out standards, rights and obligations for the handling, holding, accessing and correction of personal information (Including sensitive information).

Underpinning Principles

Personal Information is defined in the Privacy Act 1988 to mean “information or an opinion about an identified individual, or an individual who is reasonably identifiable:

i. Whether the information or opinion is true or not; and ii. Whether the information or opinion is recorded in a material form or

not.



a) Sensitive Personal Information is defined in the Privacy Act 1988 to mean “information or an opinion about an individual” that is also personal information, such as:

i. Racial or ethnic origin; or ii. Political opinions; or iii. Membership of a political association; or iv. Religious beliefs or affiliations; or v. Philosophical beliefs; or vi. Membership of a professional or trade association; or vii. Membership of a trade union; or viii. Sexual orientation or practices; or ix. Criminal record.

PART 1 – Consideration of Personal Information Privacy

Open and Transparent Management of Personal Information. Aruma RTO will:

i. Ensure that personal information is managed in an open and transparent way.

ii. Take reasonable steps to implement practices and procedures that will facilitate dealing with enquiries or complaints from individuals regarding compliance with the Australian Privacy Principles (APPs).

iii. Ensure that it maintains an up-to-date policy about the management of personal information.

iv. Ensure that Aruma RTO Privacy Policy contains the following information:

• The kind of information that is collected and held; • How the information is collected and held; • The purposes for which information is collected, held, used and

disclosed; • How an individual may access their personal information that is

held by Aruma RTO and seek correction of such information as necessary;

• How the individual may make a complaint about a breach of the APPs and how Aruma RTO will deal with such a complaint;

• Whether Aruma RTO is likely to disclose personal information to overseas recipients, and if so the countries in which such are likely to be located.

v. Provide the Privacy Policy free of charge and in such form as appropriate, and as is reasonable.

i. Anonymity and pseudonymity Aruma RTO will:

Respect that individuals may not wish to identify themselves when making enquiries on Aruma RTO products and services;

ii. However, full personal details will be required (legal obligation) and for identification purposes from students.

PART 2 – Collection of Personal Information



Aruma RTO will not collect personal information form you unless that information is necessary for one or more of its functions or activities or is required by law.

a) Aruma RTO advises that it is required by law to collect, hold, and use and supply personal information, in accordance with the National VET Provider Collection Data Provision Requirements.

Aruma RTO will take reasonable steps at or before the time of collection to ensure you are aware of:

b) Aruma RTO collects information from you in the following ways: i. When you register your interest on line, apply for enrolment, request

certain services or products, or otherwise contact or do business with us.

ii. Information may be collected from enrolment forms, certified documents, telephone calls, faxes, emails, letters sent by you.

iii. Information may be collected from third parties, such as other training providers, regarding confirmation of training and ongoing professional development that you have attended, as permitted by you.

c) Should Aruma RTO collect information about you from a third party we will

take reasonable steps to ensure that the individual is or has been made aware of the matters listed above except to the extent that making the individual aware of the matters would pose a serious threat to the life or health of any individual.

PART 3 – Dealing with Personal Information

Aruma RTO will not use or disclose personal or sensitive information for any purpose other than what it was collected for, unless the relevant person has provided written consent to use or disclose that information in circumstances that are different to those for which it was collected. The circumstances where an exception may occur are:

i. Where the use or disclosure of this information is required or authorised by or under an Australian law or a court/tribunal order;

ii. The individual would reasonable expect Aruma RTO to use or disclose the information for the secondary purpose;

iii. A permitted health situation exists in relation to the use or disclosure of the information by Aruma RTO ;

iv. A permitted general situation exists in relation to the use or disclosure of the information by Aruma RTO ;

v. Aruma RTO reasonably believes that the use or disclosure of the information is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body.

a) Aruma RTO collects your personal information so as to: i. Process applications; ii. Manage your enrolment;



iii. Record and maintain your details; iv. Administering training programs;

i. Record and maintain details of your ongoing training and assessment; ii. Provide you with details regarding student services, benefits, and

training opportunities; iii. Notify you about upcoming events and opportunities; iv. Gain feedback from you; v. Communicate with you; vi. Report to relevant authorities as required by law.

b) Direct Marketing Aruma RTO :

i. May use personal information (specifically your name and relevant address details) and information about your preferences for direct marketing (i.e. the communication channels which you prefer for receiving direct marketing from us and the types of products and services in which you are interested in) so as to let you know about our services and benefits, where we have your consent.

ii. Provides an opt-out and/or unsubscribe method that is easily accessible for individuals to request not to receive direct marketing communications.

c) Cross Border Disclosure Aruma RTO :

iii. Does not disclose personal information to overseas recipients unless prior written approval is received by the individual who the personal information relates.

d) Adoption, use or disclosure of Government Related identifiers Aruma RTO :

i. Is required by law (Student Identifier Act) to collect, maintain and report to relevant Government agencies the individual’s Unique Student Identifier (USI) number in accordance with the National VET Provider Collection Data Provision Requirements.

ii. Will not disclose the Unique Student Identifier (USI) number for any other purpose, including on any Certification documents you receive.

iii. Must not adopt the Unique Student Identifier (USI) number as its own identifier of the individual.

PART 4 – Integrity of Personal Information

a) Quality of personal information Aruma RTO will take steps, as are reasonable, to ensure that the personal information it:

i. Collects is accurate, up to date and complete; ii. Uses or discloses, is, having regard to the purpose of the use or

disclosure, accurate, up to date, complete and relevant.

b) Security of personal information Aruma RTO will take steps, as are reasonable in the circumstances to:



i. Protect the information from misuse, interference and loss as well as unauthorised access, modification or disclosure.

ii. Destroy the information or to ensure that the information is de-identified.

PART 5 – Access to, and correction of, Personal Information

a) Aruma RTO provides all students with electronic access to their own personal records, where the individual can update and maintain their own personal information.

b) In some circumstances, Aruma RTO may not permit access to individuals for their personal information. If this is ever the case, Aruma RTO will provide full details for the legal reasons for this decision. These may include that Aruma RTO believes:

i. That giving access to the information would pose a serious threat to the life, health or safety of the individual, or to public health or public safety; or

ii. Giving access would have an unreasonable impact on the privacy of other individuals; or

iii. The request for access is frivolous or vexatious; or iv. The information relates to existing or anticipated legal proceedings

between Aruma RTO and the individual, and would not be accessible by the process of discovery in those proceedings; or

v. Giving access would reveal the intentions of Aruma RTO in relation to negotiations with the individual in such a way as to prejudice those negotiations; or

vi. Giving access would be unlawful; or vii. Denying access is required or authorised by or under an Australian law

or a court/tribunal order; or viii. Both of the following apply:

• Aruma RTO has reason to suspect that unlawful activity, or misconduct of a serious nature, that relates to Aruma RTO functions or activities has been, is being or may be engaged in;

• Giving access would be likely to prejudice the taking of appropriate action in relation to the maters; or

i. Giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body;

ii. Giving access would reveal evaluative information generated within Aruma RTO in connection with a commercially sensitive decision-making process.

a) When dealing with requests for access to personal information, Aruma RTO will:

i. Respond to request for access within 30 days of the request, if from an individual, and within a reasonable time, if the request is from an organisation; and



ii. Provide access to the information in the manner requested, if it is reasonable and practicable to do so.

b) Aruma RTO does not charge a fee to access personal information. The exception is re-prints of certification documentation previously supplied.

c) With regard to the correction of personal information held:

i. should Aruma RTO be satisfied that information is inaccurate, out of date, incomplete, irrelevant or misleading, Aruma RTO will take such steps as reasonable to correct the information to ensure that, having regard to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading.

ii. Should Aruma RTO refuse to correct information, Aruma RTO will give written notice to the individual that sets out:

• The reason for refusal • The mechanisms available to complain about the refusal; and • Any other matter prescribed by the regulations.

Aruma RTO Responsibilities - The Director, General Manager and RTO Manager will ensure all employees are made aware of this policy, its underpinning legislative requirements and comply with this policy at all times.

Director, General Manager and RTO Manager of Aruma RTO ensures that all students have access to and awareness of this policy. Records Management - All personal information and records are maintained in accordance with Records Management Policy. (See Records Management Policy)

Monitoring and Improvement - All practices for Privacy are monitored by the RTO Manager and areas for improvement identified and acted upon. This is reported and provided to Director and General Manager quarterly. (See Continuous Improvement Policy)



Privacy Procedures Students Obtaining Access to Own Records / Students have access to their own records through their personal login to the Student Management System (SMS).

STEP 1 – Application to access own records – Paper based documentation

No. Who Actions

1.1 Student c) Student advises in writing they wish to view their own

records “Paper-based” (i.e. Student file) kept by Vettrak/ Aruma SMS.

1.2 Admin h) Communicate with student confirming their needs.

i) Confirm identify of the student / arrange a date / time for the student to attend and view their records.

STEP 2 – Accessing own records

No. Who Actions

2.1 Student h) Student arrives to view their own “Student file”.

2.2 Admin a) Verify identification of student.

b) Retrieve student file. c) Provide private access for student to view own records

under supervision.

2.3 Student a) Student to view their own “Student file”.

b) Student not permitted to remove any documentation from their own file, however may request a copy of the documentation.

2.4 Admin f) Return student file to filing system.

Privacy Procedures Student Allowing Access of their Records to a third party / Students have access to their own records through their personal login to the Student Management System (SMS).

STEP 1 – Application by a student for a third party to access student records / information

No. Who Actions

1.1 Student a) Student completes “Privacy Disclosure Form”. Submits to

admin to allow a third party to access the student’s own records/ information.

1.2 Admin a) Communicate with student confirming their needs. b) Confirm identify of the student. Confirm identify of the

third party. c) Communicate with Third party to arrange a date / time to

attend and view the records or discuss personal details of the student.

d) Note on the student records, both SMS and Student file, that a third party has authority to view records.

e) Place “Privacy Disclosure Form” on student file.



Privacy Procedures STEP 2 – Accessing Student Records by a Third Party

No. Who Actions

2.1 Third party

a) Third party arrives to view the Student records “Student file” or calls to receive student specific information.

2.2 Admin a) Verify identification of Third party. b) Retrieve student file. / Provide private access for Third

party to view the records under supervision or provide personal information as permitted and written on the “Privacy Disclosure Form”.

2.3 Third party

a) Third party views the “Student file”. b) Third party is not permitted to remove any documentation

from the student file, however may request a copy of the documentation if this has been the instruction given by the student on the “Privacy Disclosure Form”.

2.4 Admin a) Returns student file to filing system.

RTO Students funded under Smart & Skilled NSW Specific Information



The information for students in this booklet is also available on Aruma website. It is additional to any existing Pre-enrolment information required by ASQA.

Smart and Skilled Notification of Enrolment

Aruma RTO will follow the following procedures when enrolling students in Smart and Skilled training courses:

Pre-enrolment information: Prior to enrolment you will be provided with the information listed below. This is included on later pages of this Handbook. − Recognition of Prior Learning and Credit Transfer information − Consumer protection information − Subcontractor information if relevant − Procedures required if you want to defer or discontinue training − Student Support − Contact details for any support services provided − Chargeable fees − Information about the course you are enrolling in − Your rights and responsibilities − Information about obtaining a USI

Check eligibility: We will check your eligibility for the program. You can also check out your eligibility on the Eligibility Checker on the Smart and Skilled website, this will also give you an indication of the student fee that you will have to pay to enrol in your chosen course. (Refer to the Fees and Refund section below for more information on Student Fees, Concessions and Exemptions).

Proof of Eligibility

You will be asked to provide proof of eligibility and sign statements; the table below outlines the type of evidence that is acceptable. Your Provider will take you through a Proof of Eligibility Checklist on enrolment.

To be eligible for a Smart and Skilled Place you must meet the following criteria

Eligibility Requirement Evidence Required

Proof of Identity USI – validity checked with Office of USI Registrar

Australian (or New Zealand) Citizenship

Participant declaration and signature (The following can be requested to verify residency status: Australian/NZ Birth Certificate or Passport, Green Medicare Card or Naturalisation Certificate)

Permanent resident or Humanitarian Visa holder

One of the following must be sighted: Certificate of Evidence of Residency Status (CERS) Passport Humanitarian Visa

or substantiate using The Dept. of Immigration and Border Protection’s Visa Entitlement Verification Online (VEVO)

Date of birth Valid USI check and participant signature (completed by the Department)

https://smartandskilled.nsw.gov.au/are-you-eligible




Place of residency or employment NSW

Participant declaration and signature

If registered as a NSW apprentice or new entrant trainee

Training contract identifier (TCID) – Department System check against Training Contract details stored in State Training Service database

Previous Qualification Participant declaration and signature (Department will check)

Completion of Year 10 or equivalent (if under 17)


Postcode for ATSI on borders Participant declaration and signature

Proof for Concession or Exemptions

Concession: Welfare recipient Centrelink Evidence – proof of benefit or Centrelink Evidence – dependent child of a specified welfare recipient

Exemption: Aboriginal descent


Concession/Exemption: Disability Centrelink Evidence: proof of Disability Support Pension Documentary evidence of training support needs due to disability. A letter or statement from:

• A medical practitioner • An appropriate government agency or • Relevant specialist, allied health professional or • Centrelink evidence – dependent child of a recipient of a

Disability Support Pension

Exemption: Social Housing recipient (aged 15- 30)

Participant declaration and signature Evidence of Commonwealth Welfare Recipient Status or Evidence of a dependent of person with Commonwealth Welfare Recipient Status

Out-of-home Care For Young People 15- 17yo (one of the following must be presented):

• A copy of the Children’s Court Care order • A copy of the Confirmation of Placement letter • A letter from Family and Community Services or the OOHC

Designated Agency verifying that the young person is in statutory or supported care

• Any other evidence which clearly shows that the young person is in out-of-home Care

For young people 18-30yo (one of the following must be presented): A copy of the expired Children’s Court Care order A copy of the Leaving Care letter from the Minister for Family and Community Services letter A letter from Family and Community Services verifying that the young person was previously in statutory or supported care Any other evidence which clearly shows that the young person was previously in out-of-home Care

http://www.kidsguardian.nsw.gov.au/out-of-home-care/statutory-out-of-home-care/designated-agencies

http://www.kidsguardian.nsw.gov.au/out-of-home-care/statutory-out-of-home-care/designated-agencies



Exemption – person experience domestic violence

Letter from Family or Domestic or Family Violence Support Service

Exemption: Long term unemployed

Letter from Service Provider

Exemption – Refugees and Asylum Seekers

Visa documentation or Immicard – refer to Appendix 7 of the Smart and Skilled Fee Administration Policy for approved type of visa s

Proof for Needs Loadings Paid to the Provider

Needs Loading: Aboriginality Automatic for anyone who has declared Aboriginality

Needs Loading: Disability As for Proof for Concession/Exemption. Note: dependents of people with a Disability do not attract a loading

Needs Loading: Long Term Unemployed

As for proof of long term unemployed

Location Loading: Regional or remote

Students’ Residential Address

Declarations: You will also be required to sign the following documents:

• Consent to Use and Disclosure of Personal Information to The Department of Education and Communities and Other Government Agencies

• Privacy Form if you would like us to apply for USI on your behalf.

RPL and Credit Transfer: If you are applying for RPL or Credit Transfer for any units, it is best if you let us know prior to enrolment as your student fee will be adjusted according to how many units you may be awarded recognition for. You can still apply during the course and you may be entitled to a refund. (Refer to the section on Skills Recognition in this document for further information)

Notification to Department: On completion of this process a copy of the Notification of Enrolment Report will be generated and kept on your file, you will also be given a copy. A Student Commitment ID will also be issued.

Fees and Charges: You will be informed of all fees, schedule of payments, refunds for withdrawal or deferment and the policy relating to fees paid in advance.

Training Plan: Prior to starting training you will be given a copy of the Training Plan

If you have any questions regarding the Notification of Enrolment Process, please do not hesitate to contact us at [email protected]

Fee and Refunds

When you enrol in Smart and Skilled you may have to pay part of the cost of training. This is known as the Student Fee and the NSW Government subsidises the remainder of the fee. The fees (total and the amount you have to pay) are set by the government and cannot be changed. However, if you are entitled to a

https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/fee_administration_policy_2018.pdf





concession you will have this fee reduced and if you are entitled to an exemption then you will not have to pay any Student Fee.

When you check your eligibility as outlined in the Notification of Enrolment Student Information, you can also check out if you are entitled to a concession or exemption and how much your fees will be for the Qualification you to enrol in. We will confirm this amount when we complete the enrolment process.

Other information you should know about our Fees and Refunds processes:

• Concessions or exemptions to student fees are set by the government on completion of enrolment and cannot be changed so make sure you provide us will all relevant information before you enrol.

• On enrolment we will give you a Schedule of Fees which will set out when and how you are to pay the student fee.

• We will let you know of additional equipment costs for equipment, text books or field trips prior to enrolment. This will be included in our Course Information and on our website.

• You must have paid the student fees in full by the end of the training course, if you have not we will not issue you with a Certificate and in certain circumstances will refer your debt to a debt collection agency

• In some circumstances (i.e. under certain Awards) your employer will pay the fee for Apprenticeships and Traineeships – we will let you know if this will be the case.

• There will be no extra fees if we use another party to recruit or deliver training and assessment on our behalf (known as a Third-Party Arrangement).

• You will be entitled to two attempts to complete a unit of competency without additional cost. Any further attempts will not incur a charge.

• If you are awarded RPL or Credit Transfer before the enrolment process is completed your student fee will be adjusted to reflect the number of units awarded recognition.

If you are awarded RPL after enrolment a refund of fees paid or an adjustment to any outstanding fees will be made.

First or Subsequent Qualification

Your student fee will differ depending on if you have completed other qualifications since leaving school. Those who have another qualification will pay a higher student fee.

Concessions

For qualifications up to and including Certificate IV, you are entitled to a concession in if you receive a Commonwealth Benefit or are the dependent of someone on such a benefit

Exemptions - You will be entitled to an exemption of fees if you are:

• Aboriginal • A person with a disability



• 15- 30 years and live in Social Housing • Person experiencing domestic violence or a dependent • Asylum seeker or refugee

Fee Protection

We are aware of our obligations as Registered Training Organisation to protect any student fees paid in advance. To this effect we have the following policy in place:

i. Aruma RTO cannot accept prepaid fees from individual students in excess of a total of $1500 (being the threshold total prepaid fees amount).

ii. Aruma RTO will hold the students prepaid fees in trust until the students ‘commences’ their learning or assessment – at a unit/module level.

iii. Regarding payment plans - Monies in trust for an individual student will not exceed $1500 at any given time.

iv. In accordance with Schedule 6 – Standards for RTOs; Aruma RTO adopts the following to protect fees paid in advance.

Refund Information

We will make refunds to students in certain circumstances as listed in the table below. To apply for a refund, you should: email a request/ fill in our Refund Form located on our website and send to: [email protected]

REFUNDS

Circumstance Refund Policy

Withdrawing from a training program

You will be entitled to a full refund of fees paid if you withdraw more than 10 days before the scheduled start of the training program

If you withdraw within 10 days before the scheduled start of the training program you will be entitled to all of fees paid.

After 7 days before the scheduled start of the training program no refund will be made

If a training program is cancelled before commencement

You will be entitled to a full refund of fees paid

Provider Fee Refund Guarantee IF for any reason we cannot complete the training

You will be entitled to a entitled to a refund of fees proportional to the amount of training not delivered

If you withdraw from training but have completed an embedded qualification (i.e. complete all the units for a lower level qualification)

No refund will be made or the difference in the student fee will be refunded



Recognition of Prior Learning (RPL)

RPL is the process by which your existing skills, knowledge and experience are recognised towards the achievement of a qualification. These skills may have been obtained through: Training programs, work experience, voluntary work, school work, life or sporting experience

If you apply for Recognition and are successful it can save you time in achieving a qualification as you do not have to repeat learning for skills and knowledge you already have.

All students are entitled to apply for Recognition of previously learnt skills and knowledge. To be awarded RPL you must provide evidence of when and how competency was acquired.

To ensure that we assess your application for RPL in a consistent and fair manner we have developed the following process:

1. If you want to apply for RPL, contact our office; we will explain the application process and provide an RPL Application Form.

2. When we receive the completed RPL Application Form, we will arrange for you to meet with the assessor to discuss your application and make sure you understand the evidence collecting process. At this stage you will be given an RPL Assessment Kit.

3. We will schedule further meetings to assess the evidence you have provided

4. When all the evidence has been submitted the assessor will decide if you are competent in all aspects of the unit(s).

5. If yes: Statements of Attainments are issued for the units achieved or a Certificate is issued if you have achieved competence in all units in a Qualification.

6. If no: a meeting will be arranged with the assessor to explain areas requiring further evidence or training.

Credit Transfer (CT)

Aruma RTO recognises the training you have successfully completed with other RTO’s (or previously by us) and can apply credit to units on provision of Certificates or Statements of Attainment.

Our Credit Transfer Process is as follows:

1. Any student is entitled to apply for credit transfer in a course or qualification in which they are currently enrolled.

2. You will be required to complete the Credit Transfer Application Form and present it to us with your Statement(s) of Attainment or Certificate. You will be asked submit originals for copying and endorsement by our staff or copies which are certified as true copies of the original by a Justice of the Peace (or equivalent).



3. You can apply for Credit Transfer at any time, but we encourage you to apply before commencing a training program. This will reduce unnecessary training and ensure a reduction in your student fee if Credit Transfer is awarded.

4. Credit transfer can only be awarded for whole units of competence that meet the packaging rules of the Qualification you are enrolled in. Where only a partial credit is awarded, this will not be considered for credit transfer and you will be advised to seek RPL.

5. You cannot enrol in a training program only for credit transfer.

Fees for RPL or CT

Under the Smart and Skilled Program your Student Fees will be adjusted if you are granted RPL or Credit Transfer for any units in the Training Program. If you apply for, and are granted, RPL or CT before enrolment this will be inputted to the Fee Calculator and the fee you are charged will be reduced. If RPL or CT is awarded after the start of the Training Program you will receive a refund to any student fees paid. For further details refer to the Smart and Skilled Fee and Refund Information.

Further Information

NSW Department of Communities and Industry’s Candidate Guide to Skills Recognition is a good source of further information regarding Recognition and how it applies to your training and assessment.

Smart and Skills Consumer Protection Policy

Aruma RTO is aware of its obligations to provide consumer protection for all students as designated in the Competition and Consumer Act 2010, the NSW Fair Trading Act 1987, the NVR Standards for RTO’s 2015 and the Smart and Skilled Consumer Protection Policy. To ensure our customers are fully protected and are aware or their rights and of avenues of complaint we have developed a Customer Protection Strategy as listed below.

Aruma RTO is committed to ethical marketing practices; we will not undertake marketing that is misleading, deceptive or of unconscionable conduct and will take extra care when marketing to vulnerable consumers who may be less able to understand what they are signing up for.

We understand that Australian Consumer Law applies to the following services all education and training services, including:

• Advertising, marketing and promotion • Soliciting and taking enrolments • Training delivery • Student assessment • Handling of complaints by training providers • Requests to cancel a student’s enrolment.

The ACL also applies when these services are provided by Subcontractors and Brokers (referred to as Third Parties) on our behalf

http://www.training.nsw.gov.au/forms_documents/industry_programs/skillsonline/rpl_candidate_guide.pdf

http://www.training.nsw.gov.au/forms_documents/industry_programs/skillsonline/rpl_candidate_guide.pdf



For students undertaking training and assessment under the Smart and Skilled the following procedures are additional to the points above:

• The RTO Manager, and or Compliance Officer will be the designated Customer Protection Officer. Their role will be to handle all complaints and grievances and to ensure compliance with Consumer Protection legislative and Funding Body contractual compliance.

• The contact details of the Customer Protection Officer will be made available to all students on the website and in pre-enrolment information.

• Details of, or links to, the Smart and Skilled website and 1300 77 2104 contact number will be made available on all public information including the website, brochures/information downloaded from then the website or printed, enrolment forms and student induction material.

• A link to the Smart and Skilled Consumer Protection Strategy will be included in Student Information available on our website.

• Every attempt will be made to resolve any student complaints using the Complaints and Appeals Policy.

• If after following the Complaints and Appeals Process, a student feels matters are unresolved to their satisfaction and wish to inform a third party, they will be provided with contact details for NSW Department of Education and Communities Consumer Protection Unit for Students.

• We will not offer inducements of any kind, either directly or through marketing agents, to encourage student enrolment.

• Students will sign to confirm they have received Consumer Protection Information. This will be included in the Declaration made by students when completing the Proof of Eligibility Checklist on enrolment.

Contact details for the Customer Protection Officer as follows:

RTO Team: [email protected]

If you wish to find out more information about Customer Protection you can go to

https://smartandskilled.nsw.gov.au/for-students/consumer-protection-for-students

Or if you have a complaint or enquiry about any service to do with Smart and Skilled you can email: [email protected] / or telephone: 1300 772 104

Our Guarantee

Aruma RTO guarantees that it will provide quality training and assessment that meets the requirements of the Australian Quality Framework, other legislation that is relevant to Registered Training Organisations and in the time frame and as described in our Course Brochures. If we cannot supply the training and assessment services that you have enrolled in, we will refund student fees in accordance with our Fee and Refund Policy.

Complaints and Appeals

Aruma RTO has a Complaints and Appeals Policy this can be located on the Aruma Website.

It is a requirement of Smart and Skilled that before making a complaint to the Department of Industry that you first attempt to resolve it with your training provider.

mailto:https://smartandskilled.nsw.gov.au/for-students/consumer-protection-for-students

mailto:https://smartandskilled.nsw.gov.au/for-students/consumer-protection-for-students

https://smartandskilled.nsw.gov.au/for-students/consumer-protection-for-students




Please follow the steps outlined in the Complaints and Appeals Policy and we will do everything we can to resolve the issue.

Smart and Skilled: Student Rights and Responsibilities

Student Rights / Aruma RTO will ensure that all enrolled students will:

• Receive quality training and assessment that meets the NVR Standards for RTO’s 2015

• Receive the training and support necessary to enable competency to be achieved

• Issue AQF certificates and Statements of Attainment on successful completion of the training course

• Have access to our consumer protection system, including an identified Consumer Protection Officer and our Complaints and Appeals Process

• Receive a refund for services not provided in the event of the training program being terminated early or if the agreed services are not provided either by ourselves or by a third party delivering on our behalf

• Have their personal information protected in accordance with the National Privacy Principles and have access to that information on request

• Be fully informed of fees and charges to complete the training course, including charges for equipment

• Be fully informed of their obligation in relation to the repayment of any debt to be incurred under the VET Student Loans Program

• Be provided with sufficient information regarding the requirements of the training and assessment to enable them to make an informed decision regarding enrolment in the training product

• Be provided with information regarding the implications of government training entitlements and subsidy arrangements in relation to the delivery of the service and enrolment in other training

• Be provided with a safe training environment free from harassment and discrimination

Student Responsibilities All students must ensure that they:

The first three points are required under the AQF, Smart and Skilled and WHS legislation;

• Provide true and accurate information • Behave in an ethical and responsible manner at all times when engaged in

training and assessment activities • Meet their workplace health and safety (WHS) duty of care responsibilities by

immediately reporting any WHS concerns or incidents and follow any WHS related instructions.

• Do not behave in any way the might intimidate, threaten, harass or embarrass other students or staff

• Are free from drugs and alcohol at all times while in the training environment • Are punctual and attend all scheduled training and assessment sessions • Complete online assessments as scheduled • Meet assessment deadlines • Do no cause damage to equipment or facilities • Provide an USI or give permission to obtain one on their behalf



Subcontractor and Broker Arrangements

Aruma RTO has not entered into any subcontracting or Broking arrangements for recruitment, marketing, training and assessment or any other services.

Reasonable Adjustment

a) Students have the right to apply for and receive adjustment to assessment activities to accommodate individual/special needs.

b) Adjustments to assessment cannot compromise the integrity of assessment, elements and performance criteria of the unit of competency.

c) Adjustments to assessment will not provide an unfair advantage / disadvantage to students.

Aruma RTO understands that not all students are able to demonstrate competency in the same way, therefore, it may be necessary to adjust the assessment tasks for individual students. This is called Reasonable Adjustment and it is the process of adjusting or changing the assessment to meet the needs of the student being assessed.

Students with any of the following could expect reasonable adjustment to occur and should speak to their trainers and assessors regarding any changes they feel they need:

• Physical disabilities • Limited language • Limited literacy and numeracy skills • Limited communication skills • Limited learning strategies.

The types of adjustments that are made must be within our capacity to provide them and include:

• Oral response to questions rather than written • Allowing extra time for assessment • Using a support person • Enlarging reading material • Braille translations • Use of technology such as voice activated software screen reading, voice

synthesisers • Use of ramps, height adjustment desks

Any disadvantaged students will be interviewed at enrolment to ensure any required adjustments are included in their training and assessment plan.

Student Support

Aruma RTO provides the following support for students. Details of how to access the support are provided in the table below.



Support Service Contact details

RTO Manager [email protected]

RTO Team [email protected]

Deferral or Withdrawal from Training

Deferrals

If for any reason you wish to defer your involvement in training and assessment, please discuss this with your trainer as a first step. Your trainer may refer you to another, appropriate staff member to discuss any support requirements or to the Customer Protection Officer if you have a complaint or grievance. In all instances we will endeavour to implement processes that will support you to continue with your training.

If you do decide to defer you can only do so for a maximum of 12 months, after this time you will not be entitled to continue with your course.

Withdrawals

If you decide to withdraw from a course, we ask that you discuss the reasons for doing so with your trainer and assessor or staff member. They may refer you to another appropriate staff member to discuss any support requirements or to the Customer Protection Officer if you have a complaint or grievance. If you still decide to withdraw then the following applies:

− You should give formal notice, preferably in writing, of the date and reasons for your withdrawal

− You will be refunded any outstanding fees in line with the Fee and Refund Policy

− You will be issued any Statement of Attainment for units assessed as competent within 30 days of notice of discontinuation

− Your Training Plan will be updated and you will be given a copy − You will be given the results of any assessments

Unique Student Identifier

It has been a requirement since January 2015 that all students in Australia have a Unique Student Identifier (USI)

The USI is a lifelong number which will enable your records and results obtained after Jan 1 2015 to be collected in an online system. By having a USI you will be able to access your training records and results (or transcript) whenever you need to.

You must have a USI before an RTO can issue a Certificates or Statements of Attainment.

The Department of Industry has developed the following video to help students access a USI:





There are two ways to create an USI; our preference is that you create your own but please contact us if you are having difficulty with this.

Protection of students’ privacy

Your Unique Student Identifier (USI) contains personal information, contact details and your training records and results. The USI system has been designed to keep this information safe and secure and is only accessed by the organisations and employers you to choose to have access to your records.

Your privacy

The personal information that you provide to the Student Identifiers Registrar is collected, used, and may be disclosed, in accordance with the provisions of the Student Identifiers Act 2014 and the Privacy Act 1988. The Student Identifiers Registrar’s Privacy Policy provides information about the protection of your information, including how you can access and seek correction of your personal information held by the Student Identifiers Registrar and how to make a complaint about a breach of your privacy and how such complaints are handled.

Access to records: Smart and Skilled

You will be required to set access controls to allow the Department of Education and Communities and Aruma RTO the appropriate levels of access to your USI records

For further information please refer to the USI Student Help Line

For more information regarding privacy of personal information please refer to our Privacy Policy

Smart and Skilled (Department of Industry) contact details if you feel you cannot resolve an issue with us or would like more information about Smart and Skilled the contact details for the Department of Industry are as below.

Smart and Skilled Website; https://smartandskilled.nsw.gov.au/ Smart and Skilled Customer Protection Policy: https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/consumer_protection_strategy.pdf Smart and Skilled Fee Administration Policy: https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/fee_administration_policy_2018.pdf

RTO Smart and Skilled Fee and Refund Policy

http://www.usi.gov.au/help-centre/student-help/Pages/default.aspx

https://smartandskilled.nsw.gov.au/

https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/consumer_protection_strategy.pdf

https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/consumer_protection_strategy.pdf





Policy Statement

Aruma RTO is aware of its contractual responsibilities under the Smart and Skilled program with regard to the need to inform students of the fee and refund administration requirements prior to enrolment in the training program.

This policy is informed by the Smart and Skilled Operating Guidelines 2018 and the Smart and Skilled Fee Administration Policy 2018 and NVR Standards for RTO’s 2015

Committment

• Fees to be paid by student will be confirmed on completion of the Notification of Enrolment Process and will be as calculated using the Provider Calculator. Prior to this the Student can access the Smart and Skilled website to check their eligibility and estimate their Student Fee.

• The relevant student fee as set by the NSW Government will be charged. • Students will be informed regarding conditions for refunds prior to enrolment

as part of the Smart and Skilled Student Information on our website. • Students will be notified of any schedule of payments on completion of the

Notification of Enrolment Process • Any fee schedule will ensure all fees are paid in full prior to completion of

training and assessment. • Student fees will differ depending on if the applicant has completed other

qualifications since leaving school. Those who have will pay a higher student fee.

• Aruma RTO retains all fees collected • Where a student receives a VET Student Loan (or any other Commonwealth

Government Loan) which is paid directly to our RTO, we will comply with all contractual and ethical requirements of the program including the payment of student fees.

• Where applicable (i.e. under certain Awards) the employer will pay the fee for certain Apprenticeships and Traineeships

• No extra fees will be charged to students under a sub-contacting arrangement.

• Students will be entitled to two attempts to complete a unit of competency without additional cost. Any further attempts will incur a charge See Assessment Policy

• Fees will be adjusted to reflect any RPL or CT and, if completed after enrolment, any refunds or adjustments to outstanding fees will be reported in the next training activity data file submitted to the Department.

• Concession and exemption fees will be as set on enrolment and cannot be adjusted or claimed after a Commitment ID has been received. Evidence for concession or exemptions shall be retained as per the Notification of Enrolment Policy

• Students who commenced training before Jan 2015 and previously paid a transition fee will not be charged additional fees.

• Information regarding any costs for expenses additional to the Smart and Skilled mandated Student Fee will be made available to students prior to




enrolment by publishing on our website and in in course information. This includes − Essential equipment or textbooks – equipment or text books purchased to

complete training and retained by the student on completion − Optional charge: students may be charged for an item that is not essential

for the completion of training. − Optional charge for an alternative form of access to an item or service

that is an essential component of the training, but is otherwise made readily available at no additional fee by Aruma RTO

• Aboriginal and Torres Strait Islander student who meet the disability requirements and students of refugee or asylum seeker status are exempt from fees for all enrolments in all training courses under Smart and Skilled.

• Students will be notified as soon as practical after any change occurs that may affect the course services being provided. This includes changes of significant impact including: − Any change to or new third party arrangements put in place − A change in ownership of the RTO entity.

• In all cases where a third party arrangement is in place, the third party will not collect any student fees or make any additional charges

Fee Protection

Aruma RTO is aware of its obligation as Registered Training Organisation to protect student fees paid in advance. To this effect it has the following fee protection policy in place:

Recovery of Fees

If fees are not paid in full by the end of course delivery as per the payment schedule supplied at enrolment no Certificate will be issued until all fees are paid.

Record Keeping

All records of enrolments and all related financial transactions including Funding Claims are maintained in the Accounting Software and Student Management System.

See also: Aruma RTO Refund Policy

Refund Information

REFUNDS

Circumstance Refund Policy

Withdrawing from a training program

Students will be entitled to a full refund of fees paid if they withdraw more than 10 days before the scheduled start of the training program



If a student withdraws with 10 days before the scheduled start of the training program, they will be entitled to 100% of fees paid.

After7 days before the scheduled start of the training program no refund will be made

If a training program is cancelled before commencement

A full refund of fees paid will be made

Provider Guarantee

If for any reason the training program can no longer be delivered

A refund of the amount paid proportional to the amount of training not delivered will be made

If a student withdraws from training but has completed an embedded qualification (i.e. complete all the units for a lower level qualification)

No refund will be made



RTO Smart & Skilled Unique Student Identifier (USI) Policy

Policy Statement

Aruma RTO will implement the national requirements for the Unique Student Identifier (USI) and adhere to all legislative requirements under the USI Student Identifiers Act 2014 and Standards for NVR Registered Training Organisations 2015 and any amendments; including all privacy requirements.

Commitment

• All students will be asked for their USI on enrolment. • Pre-existing USI will be verified on enrolment. • It is expected most students will be able to manage their own USI through the

USI website. However, where a student is unable to obtain their own USI they can authorise a staff member to obtain an USI on their behalf by signing the Privacy Form.

• USI must have been verified before issuing a Qualification or Statement of Attainment.

• For courses of one day or less duration we will issue a Statement of Attainment to students who have not been able to provide a USI before completion of training. We will inform all students who are unable to provide a USI that their training outcome will not be recorded on their USI account and will not be available in future years as part of the authenticated USI transcript service. This process will be reviewed at Jan 1 2017 in line with ASQA requirements.

• Students who are enrolled with us but who are studying overseas are not required to acquire a USI.

• Students who have a genuine personal objection to being assigned a student identifier may apply for an exemption to the Student Identifiers Registrar.

• Any information gathered to create a USI will be destroyed upon completion in line with the Privacy Policy. (Privacy Act 1988)

• The privacy of USI will be protected within all administrative tasks. • Students will be informed as to when their new qualifications will appear on

their USI record. • A staff member will be designated to administer the USI system • Staff will be will trained in all aspects of USI administration and access and all

computer security checked to ensure all unauthorised access is blocked. • Information regarding obtaining a USI will be published on the website and in

the Student Handbook



Smart and Skilled – additional requirement

Students will be directed to ensure access controls are to allow the Department and the Provider the appropriate levels of access to their USI records

Privacy Notice

If you do not already have a Unique Student Identifier (USI) and you want Aruma RTO apply for a USI to the Student Identifiers Registrar (Registrar) on your behalf, Aruma RTO will provide to the Registrar the following items of personal information about you:

• Your name, including first or given name(s), middle name(s) and surname or family name as they appear in an identification document;

• Your date of birth, as it appears, if shown, in the chosen document of identity; • Your city or town of birth; • Your country of birth; • Your gender; and • Your contact details.

When we apply for a USI on your behalf the Registrar will verify your identity. The Registrar will do so through the Document Verification Service (DVS) managed by the Attorney-General's Department which is built into the USI online application process if you have documents such as a Medicare card, Birth Certificate, Driver Licence, Australian Passport, citizenship document, Certificate of registration by descent, Immicard or Australian entry visa.

If you do not have a document suitable for the DVS and we are authorised to do so by the Registrar, we may be able to verify your identity by other means. If you do not have any of the identity documents mentioned above, and we are not authorised by the Registrar to verify your identity by other means, we cannot apply for a USI on your behalf and you should contact the Student Identifiers Registrar.

In accordance with Section 11 of the (Commonwealth) Student Identifiers Act 2014 (SI Act), we will securely destroy personal information which we collect from you solely for the purpose of applying for a USI on your behalf as soon as practicable after the USI application has been made or the information is no longer needed for that purpose, unless we are required by any law to retain it.

The personal information about you that we provide to the Registrar, including your identity information, is protected by the Commonwealth Privacy Act 1988 (Privacy Act). The collection use and disclosure of your USI are protected by the SI Act.

If you ask Aruma RTO to make an application for a student identifier on your behalf, Aruma RTO will have to declare that Aruma RTO has complied with certain terms and conditions to be able to access the online student identifier portal and submit this application, including a declaration that Aruma RTO has given you the following privacy notice:

You are advised and agree that you understand and consent that the personal information you provide to us in connection with your application for a USI:



• Is collected by the Registrar for the purposes of: • Applying for, verifying and giving a USI; • Resolving problems with a USI; and • Creating authenticated vocational education and training (VET) transcripts; • may be disclosed to:

o Commonwealth and State/Territory government departments and agencies and statutory bodies performing functions relating to VET for: The purposes of administering and auditing Vocational

Education and Training (VET), VET providers and VET programs; Education related policy and research purposes; and To assist in determining eligibility for training subsidies;

• VET Regulators to enable them to perform their VET regulatory functions; • VET 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; and

• Will not otherwise be disclosed without your consent unless authorised or required by or under law.

Privacy policies and complaints

You can find further information on how the Registrar collects, uses and discloses the personal information about you in the Registrar’s Privacy Policy or by contacting the Registrar on email [email protected] or telephone the Skilling Australia Information line on 13 38 73, international enquiries +61 3 5454 5280. The Registrar’s Privacy Policy contains information about how you may access and seek correction of the personal information held about you and how you may make a complaint about a breach of privacy by the Registrar in connection with the USI and how such complaints will be dealt with.

You may also make a complaint to the Information Commissioner about an interference with privacy pursuant to the Privacy Act, which includes the following:

• Misuse or interference of or unauthorised collection, use, access, modification or disclosure of USIs; and

• A failure by us to destroy personal information collected by you only for the purpose of applying for a USI on your behalf.



For information about how House with No Stes RTO collects, uses and discloses your personal information generally, including how you can make a complaint about a breach of privacy, please refer to Aruma RTO’s Privacy Policy which can be found within: www.aruma.com.au, and the Student Handbook.

RTO Notes:

Australian Privacy Principle (APP) entity bound by the Privacy Act or an entity bound by State or Territory Privacy legislation. Please consider whether your organisation is bound by any privacy legislation and if so, what your organisations obligations under such legislation would be.

Please note, in addition to the above, if your organisation contravenes sections 11, 16 or 17 of the SI Act, then pursuant to sections 23 of the SI Act, your organisation will be considered to be an APP entity bound by the Privacy Act and the contravention may be subject to investigation by the Information Commissioner.

The organisation is bound by Commonwealth or State or Territory Privacy legislation, your organisation may need to provide students, either in connection with applying for the USI on their behalf or more generally as part of the enrolment information, advice about how the student’s information is stored and protected, such as for example secure server at the RTO, third-party server in the cloud, or if hard-copy, in a locked file/cupboard.

http://www.aruma.com.au/



RTO Smart and Skilled: Consumer Protection Policy

Policy Statement

Aruma RTO is aware of its obligations to provide consumer protection for all students as designated in the Competition and Consumer Act 2010, the NSW Fair Trading Act 1987, the NVR Standards for RTOs 2015 and the Smart and Skilled Consumer Protection Policy. To ensure our students are fully protected and are aware or their rights and of avenues of complaint we have developed a Customer Protection Strategy as listed below.

Commitment

Aruma RTO is committed to ethical marketing practices; we will not undertake marketing that is misleading, deceptive or of unconscionable conduct and will take extra care when marketing to vulnerable consumers who may be less able to understand what they are signing up for.

We understand that Australian Consumer Law (ACL) applies to the following services all education and training services, including:

• Advertising, marketing and promotion • Soliciting and taking enrolments • Training delivery • Student assessment • Handling of complaints by training providers • Requests to cancel a student’s enrolment.

The ACL also applies when these services are provided by Subcontractors and Brokers (referred to as Third Parties) on our behalf



Smart & Skilled NSW & RTO Relevant Resources

Standards for RTO’s 2015 Standard 1.1-1.27, 3.5, 5.1, 5.3, 2.2, 3.1, 3.4, 3.6,, 4,5 ,6,7,8, See RTO Document Mapping RTO Standards 2015 Link: https://hwns365.sharepoint.com/sites/QMPortal/Documents/Forms Aruma Org Policy Management Policy Delegations of authority policy Recruitment Staff Policy Prevention of harassment, discrimination, and bullying policy Link: https://hwns365.sharepoint.com/sites/QMPortal/Documents/Forms

Legislation Data Management Requirements RTO Standards for RTOs 2015 Child Protection Act 1999 Consumer Protection Act 2010 AQF Australian Quality Framework National Vocational Education and Training Regulator Act 2011 (NVR Act) – Commonwealth Vocational Education and Training Accreditation Act 1990 (New South Wales) Education and the Education and Training Reform Act 2006 (Victoria) Vocational Education, Training and Employment Act 2000 (Queensland) Student Identifiers Regulation Act 2014 Link: https://www.legislation.gov.au/ https://www.accc.gov.au/consumers/consumer-protection

QMS RTO Manual, policy, procedures and forms RTO Enrolment Policy and Procedure RTO Audit Approach / Audit Policy RTO Training and Assessment Strategy Policy RTO Record Management Policy and Procedure (relating to Data Management) RTO Evaluation Policy and Procedure RTO Validation Policy RTO Legislation Policy USI Student Identifier Scheme Link: https://www.legislation.gov.au/ Link: https://www.usi.gov.au/

Link: https://hwns365.sharepoint.com/sites/QMPortal/Documents/Forms

External resources to enhance practice

RTO Standards 2015 for RTOs , ASQA: Link - https://www.asqa.gov.au AQF Guidelines 2013 Link: https://www.aqf.edu.au National Vocational Education and Training Regulator Act 2011 Link: https://www.legislation.gov.au/Details/C2011A00012

https://hwns365.sharepoint.com/sites/QMPortal/Documents/Forms


https://www.legislation.gov.au/

https://www.accc.gov.au/consumers/consumer-protection

https://www.legislation.gov.au/


https://www.asqa.gov.au/

https://www.aqf.edu.au/

https://www.legislation.gov.au/Details/C2011A00012



Wording for Privacy notice comes from: http://usi.gov.au/Training-Organisations/Documents/Privacy-Notice.pdf USI Link: https://www.usi.gov.au/ National Vocational Education and Training Regulator Act 2011 Consumer Protection Link: https://www.accc.gov.au/consumers/consumer-protection Child Protection Act 1999 Link: https://www.legislation.qld.gov.au/view/html/inforce/current/act-1999-010 NSW Government Child Story Reporter webpage

Smart and Skilled Operating Guidelines 2018/Section 2

Working with Children Check

Link: https://www.legislation.gov.au/Details/C2011A00012 Smart & Skilled Link: https://smartandskilled.nsw.gov.au/

Related Smart & Skilled Policies Notification of Enrolment Policy Consumer Protection Policy Complaints and Appeals Policy References Smart and Skilled Operating Guidelines 2018/Section 4 Smart and Skilled Contract Terms and Conditions/ Section 17 Smart and Skilled Fee Administration Policy NVR Standards for RTOs 2015

http://usi.gov.au/Training-Organisations/Documents/Privacy-Notice.pdf

http://usi.gov.au/Training-Organisations/Documents/Privacy-Notice.pdf

https://www.usi.gov.au/



https://www.legislation.qld.gov.au/view/html/inforce/current/act-1999-010

https://reporter.childstory.nsw.gov.au/s/article/Responding-to-and-Reporting-Risk-of-Abuse-and-Neglect

https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/operating_guidelines_2018.pdf

http://www.kidsguardian.nsw.gov.au/working-with-children/working-with-children-check/apply/apply

https://www.legislation.gov.au/Details/C2011A00012

https://smartandskilled.nsw.gov.au/

https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/operating_guidelines_2018.pdf

https://www.training.nsw.gov.au/forms_documents/smartandskilled/contract/contract_2018.pdf


http://www.asqa.gov.au/about/australias-vet-sector/standards-for-registered-training-organisations-(rtos)-2015.html