National Skills is a registered training organisation and is one of the leading providers of training in Australia. We specialise in providing training in nationally recognised qualifications.

Australian quality standards

Being a Registered Training Organisation means our training programs are nationally recognised and comply with the VET Quality Framework for registered training organisations. The quality of our training is rigorously monitored and audited to ensure we provide a high standard of quality service.

There are many benefits when you study with National Skills including:

flexible learning to suit your lifestyle
flexibility to learn at a time that suits you
access to a wide variety of courses
one-on-one support and assistance by qualified trainers and assessors
Access to additional assistance if you have any special needs.

To ensure you are successful in your flexible learning program you will need:

motivation to learn
good time management so you can structure your study time
realistic goals and objectives.

We are committed to helping you successfully complete your studies and we provide one-on-one friendly and supportive services throughout your studies.

We look forward to helping you achieve your learning goals.

NATIONAL SKILLS RESPONSIBILITIES TO STUDENT

National Skills has responsibilities to you as student to provide you with a quality of service that will assist you as much as possible in attaining your qualification. We undertake to abide by all our policies and procedures - and we have provided information on these in this package.

In order for the student to make informed decisions about undertaking training with National Skills , our obligation is that we:

Comply with Australian Qualification Framework (AQF) requirements
Issue AQF Certification documents in accordance with AQF Qualifications Issuance Policy
Comply with relevant Commonwealth, state or territory legislation
Comply with relevant Commonwealth, state or territory regulatory requirements
Notify Australian Skills Quality Authority (ASQA) of any changes that may affect the operations of National Skills

OUR COMMITMENT TO YOU

National Skills is committed to integrating Access and Equity principles within all our services that we provide to our learners. All staff recognises the rights of learners and provides information, advice and support that are consistent with our Code of Practice and our scope of registration as a nationally recognised training organisation.

Regardless of cultural background, gender, sexuality, disability or age you have the right to study in an environment that is free from discrimination and harassment and be treated in a fair and considerate manner while you are studying with us.

If, at any time, you feel that we are not abiding by our Code of Practice then report your complaints or grievance to supervisor/trainer, or complete our Complaints and Appeals form.

OUR GUARANTEE TO YOU

We are committed to providing a pleasant, friendly environment for the duration of your selected course of study. Further, on receipt of payments from you, we guarantee you our full support for the whole duration of your course of study through to your completion.

All participants in National Skills courses and programs have the right to:

Be treated with respect and dignity
A safe learning environment free from danger, abuse or harassment
Recognition of their particular needs and circumstances including taking account of beliefs, ethnicity, cultural and religious practices
The provision of the best possible services by skilled staff
The opportunity for feedback on the services provided
Receive a copy of and have access to our complaints process
Have access to their own records on request.

FLEXIBLE LEARNING AND ASSESSMENT PROCEDURES

Our training and assessment procedures are flexible and are designed to take into account your needs.

In accordance with the Standards for the VET Framework, National Skills ensures that all assessments meet the following:

Implementing the Principles of Assessment

No matter what assessment pathway or methods you use, the principles of fairness, flexibility, validity and reliability must be met.

Fairness

At enrolment or prior to commencement of training, make recognition of prior learning available to all learners. Ensure any required adjustments are made to the training and assessment program for that learner.
Consider the learner's needs in the assessment process and make reasonable adjustments to accommodate the learner (such as providing oral rather than written assessment). However, don't compromise the rigour of the assessment process (e.g. if there is a requirement to complete documentation in a unit of competency, oral assessment would not be appropriate).
Ensure the learner is fully informed of the assessment process and performance expectations prior to the assessment being undertaken.
If a learner is unable to complete the required task to the level described in the assessment requirements, consider whether they need further training before being reassessed. Sound enrolment processes will help to identify the needs of learners and avoid learners being enrolled in a course that they will not be able to complete.
Have an appeals process to provide an avenue for learners to challenge an assessment decision and have it reviewed objectively.

Flexibility

At enrolment or prior to commencement of training, make recognition of prior learning available to all learners. Ensure any required adjustments are made to the training and assessment program for that learner.
Take the learner into account in the assessment process, and recognise that they may already have demonstrated some aspects of the unit through other means. If individual learners have demonstrated current skills and knowledge, they should not be required to be reassessed in those areas, unless the previous demonstration of skills or knowledge is in a significantly different context or environment.
Use a range of assessment methods to help produce valid decisions and recognise that learners demonstrate competence in a variety of ways.

Validity

As part of your assessment, require learners to demonstrate skills and knowledge across a range of environments and contexts relevant to the unit or module. Assessing in a variety of contexts shows that the learner is able to apply the skills and knowledge in other situations, and can apply their knowledge in a practical way.
Ensure that assessment tasks and methods match assessment requirements. For example, if assessing a practical skill such as keyboarding, questions about how a keyboard operates may not be valid as this knowledge is not required in order to carry out the task. Instead, use questions that demonstrate knowledge of why the learner is doing the task in a particular way.

Reliability

Make assessment decisions consistently across different learners and different assessors in the same unit or module.
Have a well-designed assessment system that includes measures to minimise variation between assessors. The same evidence presented by different learners or to different assessors should result in the same decision.
Develop evidence criteria (i.e. decision-making rules) to judge the quality of performance. This will help assessors make consistent judgements about competence. Evidence criteria could include:
- model answers (where appropriate)
- descriptions of observations needed to assess skills and application of knowledge in a practical activity.
Benchmarks for practical activities must necessarily be broad enough to allow for variations in the precise task being undertaken and any variations in the context, but must include 'observable behaviours'-the behaviours which must be exhibited by the Iearner when carrying out the task.

Implementing the rules of evidence

The evidence used to make a decision about competence must be valid, sufficient, authentic and current.

Validity

Ensure that evidence is directly related to the competency being assessed.
Ensure there is a direct relationship between the assessment tasks or activities learners undertake, the evidence presented and the assessment requirements.

Sufficiency

Gather enough evidence to make a valid judgement of competence or otherwise.
The quantity of evidence may vary between learners. Some may take longer or need to complete a greater number of tasks to demonstrate competence. Others may, despite repeated opportunities, not be able to achieve competence.

Authenticity

Ensure that evidence gathered 'belongs' to the learner being assessed and provides evidence of that person's skills and knowledge.
Verify that the person you are enrolling, training and assessing is the same person that will be issued with a qualification or statement of attainment. This can be particularly challenging if you deliver distance training, including through online methods, where there are more opportunities for learners to submit the work of others than there are in a 'traditional' classroom setting. This does not remove your responsibility to verify the identity of a learner enrolled in a face-to-face course, but it is clearly easier to do this through direct interaction with the learner. Regardless of the delivery method, you must be able to demonstrate how you have verified the identity of the learner.
If substantial portions of the evidence submitted are gathered through independent study (e.g. assignments or projects) rather than direct observation, consider using online systems to check work submissions for plagiarism and identical content in other submissions.

Currency

Decide how valid the evidence is, given the time that has passed since the evidence was generated. Currency is important in determining if a learner is competent. Currency is a particular risk with recognition of prior learning, as you may be presented with a range of evidence gathered over a number of years. This does not mean evidence that is not recent is not valid; however, you must ensure there is sufficient evidence of the person's competence at the time you make the assessment decision.
You must determine whether the evidence is recent enough to show the learner is competent at the time you make an assessment decision. For example, a computer programmer who has 10 years' experience but has not been directly involved in hands-on programming work for the past three years may not have current skills in or knowledge of contemporary programming methods. However, the programmer may be able to update their skills and knowledge though a 'gap training' program. This varies to some extent between industries and, as a person with current industry skills and knowledge, an assessor is well placed to make this judgement.

National Skills will ensure that:

All required resources for the delivery of any course are in place and maintained in good working order
Training and assessment will only be conducted by qualified staff
All training and assessment will be to the nationally set standard prescribed in the relevant Training Package or accredited course material.
This means that the training and assessment you receive from us is done in accordance of the national quality training framework and any qualifications you achieve with us will be recognised anywhere in Australia

COMPETENCY BASED TRAINING (CBT)

What is CBT?

CBT is providing “hands-on” training in workplace skills at a standard set by industry. When you can perform these skills, you are assessed “competent”.

What does this mean to you?

CBT provides you with a qualification that states you have been assessed under training conditions as being able to demonstrate skills to a certain level. CBT provides multi-skilling and your Statement of Results will attest to nationally recognised training to a standard set by the relevant industry.

Upon completion, you will receive a qualification recognised throughout Australia. This means approved training to industry standards which are constantly under review to keep up to date with exactly what the industry wants.

CBT gives you competency at a certain standard or level. Pathways are then opened up through to higher levels. In gaining skills at one level, you can then proceed to train at the next level. The standards are set by industry and are regularly reviewed to reflect rapid and continuous changes in the workplace. You become multi-skilled and this should make it easier to move up the ladder of your chosen career. The trainer will explain assessments for each new Unit of Competency at the commencement of the module.

National Recognition

Under the VET Quality Framework, National Skills acknowledges the requirement to accept certificates or qualification and statements of attainment for any other registered training organisation as per National Recognition guidelines.

ASSESSMENTS

Assessment Overview

Assessment is a process of collecting evidence and making judgements about whether or not competency has been achieved. It is important to remember that assessment measures a person’s achievement against identified competency standards and not against another person’s achievement. Assessment is a process not an event, which can occur informally or formally.

Assessments for the qualification you are enrolled in must be carried out in accordance with the benchmarks for assessment, principles of assessment and the rules of evidence.

Assessment takes place within each unit of competency. Assessment may be in the form of:

Observation
Case studies
Practical work
Written work
Oral questions
Portfolio of work

To gain competency in each unit all assessment activities must be successfully completed.

There is a limit to the number of times you can submit an assessment. You will be allowed up to 3 submissions to demonstrate competency in a unit. If you fail to be deemed competent on the final attempt, further individual training will be available at the students expense.

The following skills will be useful to successfully complete all aspects of competency:

Effective use of language
Communication and interpersonal skills
Ability to interpret and analyse a range of documentation
Ability to write a range of documentation
Ability to make judgements
Ability to prepare and plan

Assessment Tools and Resources

Assessment tools are designed to meet your qualification assessment guidelines. Assessment guidelines will be explained in detail at the beginning of your training. You will receive a Training Plan at the start of your training. This Training Plan details the training required for the relevant Unit of competency, it will give you an overall understanding of the scope of your training.

Assessment Materials and Equipment

Initially any materials and equipment the student must provide in relation to their assessment will be the provision of their documentation. Students will need an email and a computer to email information. Students will need to inform National Skills prior to enrolment if they have access to tools and a site to conduct practical training. Throughout the assessment process the assessor will liaise with the student in relation to any materials and/or equipment that may be required for a site visit. National Skills also has worksites available for training. Students will need to inform Nationals Skills that they require a facility for training if they do not have access to a site or a current employer prior to enrolment.

Please refer to the Assessment Materials and Equipment Guide on the website.

APPLYING REASONABLE ADJUSTMENTS

In assessing competence assessors must provide for reasonable adjustments to ensure the assessment principles of fairness and flexibility. Great care must be taken when using reasonable adjustment that it does not compromise the outcomes of the unit/qualification.

In accordance with the principles of assessment the following are a guide to reasonable adjustments that are associated within qualifications:

Provision of software
Changes to the physical environment
Changes to learning materials – with no compromise to content
Provision of support persons for physical disability
Additional time

STUDENT RECORDS

As a current student you may gain access to your study records by emailing the student support team. The student support team email is support@nationalskills.com.au

Upon request, an electronic copy of application documentation (ie. copies of references, Resume) and statements of attainment and qualifications will be provided.

A Statement of Attainment, Certificate, Diploma, Advanced Diploma will only be re-issued to a student on receipt of a written request and payment of fees. Refer to the fees and charges on the website.

STUDENT RESPONSIBILITIES

Students with National Skills are required to:

ensure that all the information provided to National Skills is accurate
notify National Skills of any contact changes (email, phone, address etc.)
advise National Skills of any difficulties or problems they may experience with National Skills staff, procedures or training
achieve satisfactory progress with their studies through participation as required
NOT submit or claim as their own, work derived from another source or work done by another person
make a copy of all assessment work submitted

STUDENT MISCONDUCT

Plagiarism will be treated as student misconduct. Plagiarism may result in the student being terminated from their course for failure to adhere to VET requirements. Plagiarism can be defined as copying published information without acknowledgement of the source and presenting the work as your own.

Students using information and ideas by others must fully acknowledge the source with appropriate referencing.

ENROLMENT PROCEDURES AND POLICIES

In the context of these policies, a course can refer to a qualification, module, and/or unit which all abide by the same policies and procedures as indicated by National Skills.

Enrolment

Enrolment is provided either by:

Phone or email during normal business hours
Phone: 1300 417 006
Email: admin@nationalskills.com.au

ENROLMENT CHECKLIST

Read the program information before you enrol to ensure you:

Have determined the learning outcomes meet your needs
Can follow the order of study and assessment requirements outlined in the program
Have met the entry requirements for the program
Have noted any additional resources (textbooks, video cameras etc) required for this program
Meet the literacy and numeracy requirement for the course you are enrolling in
Have the minimum requirements for computer/internet access

UNIQUE STUDENT IDENTIFIER (USI)

The USI is a reference issued to a student in Australia, that they will use across all educational and training providers in Australia. The Australian Government is requiring all students to register for a USI as a condition on issuing all qualifications from 1 January 2015 onwards, so it is compulsory that all students will have USIs. USIs are maintained at the website www.usi.gov.au where students can register to be issued their USI, and view and maintain their record.

The USI is requested at the time of enrolment as National Skills are not able to issue any qualification of Statement of Attainment without having verified the USI for a student.

Employability Skills Summaries:

If you are intending to gain a Building related license you are strongly advised before you enrol to contact the Licensing Authority in your state to verify the full or part qualification required for the particular license.

Learners are advised to download the Employability Skills Summary for the Training Package Qualification prior to enrolment. Employability Skills Summaries will enable the learner to determine if their selected qualification will provide the requirements they need for employment and/or other qualifications. Employability Skills Summaries can be downloaded from http://employabilityskills.training.com.au/

Read the following information in the Student Handbook:

Refund Policy
Payment methods
Student responsibilities and policies

If you need additional support or information:

Contact National Skills or a National Skills representative

WITHDRAW FROM ENROLMENT INFORMATION

Withdrawal from program/course after enrolment

A participant may withdraw from a course, unit or module by giving notice in writing to National Skills. He or she will be given recognition for any satisfactorily completed modules/units to date. See the refunds section to determine what reimbursements you may be eligible for.

Withdrawals and non-attendance without written notice after enrolment

Withdrawal from a course, unit or module without giving written notice in advance to National Skills will result in automatic forfeiture of all fees paid to date. A statement of attainment will only be issued for any satisfactorily completed modules/units at the end of the enrolment period for which fees have been paid in full.

RPL PAYMENT INFORMATION

Applicants must pay the set enrolment fee which is as follows:

Qualification	Deposit (payable at the time of enrolment)	Final payment (payable upon completion before qualification or statement of attainment is issued)	Delivery type	Total Cost
BSB30415 Certificate III in Business Administration	N/A	$1100	RPL (with gap training for 4 units of competency)	$1100
CPC30611 Certificate III in Painting and Decorating	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC31311 Certificate III in Wall and Floor Tiling	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC30318 Certificate III in Concreting	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC30211 Certificate III in Carpentry	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC31011 Certificate III in Solid Plastering	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC30111 Certificate III in Bricklaying Blocklaying	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC31411 Certificate III in Construction Waterproofing	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC31211 Certificate III in Wall and Ceiling Lining	$1000	$2500	RPL (with gap training for 4 units of competency)	$3500
CPC40808 Certificate IV in Swimming Pool and Spa Building	$1500	$2400	RPL (with gap training for 4 units of competency)	$3900
Certificate IV in Building and Construction	$1500	$2400	RPL (with gap training for 4 units of competency)	$3900
Diploma of Building and Construction	$1500	$3700	RPL (with gap training for 4 units of competency)	$5200
CPC60212 Advanced Diploma of Building and Construction (Management)	$1500	$4200	RPL (with gap training for 4 units of competency)	$5700
White Card CPCCWHS1001 Enrolment Online	N/A	$125	Nil	$125
Managerial small business course for trade contractors	N/A	$240	Nil	$240

*RPL Fee Structure Only

**If the students require more than 4 units worth of gap training, they must pay an additional fee of $285 per unit for gap training. All our fees include gap training for 4 units of competency.

At National Skills we accept a wide range of payment methods:

Visa, MasterCard (phone contact or in person)
Direct deposit

Course Enrolment

Course enrolment is complete when National Skills issues the student a letter of confirmation.
Course commencement date is noted on the letter of confirmation.
Course duration is effective from the course commencement date.
The Course is non-transferable once the student has commenced.
A deposit must be paid (as outlined in the payment information) before a student is issued with a letter of confirmation.

Course information

Prospective Students have the opportunity to meet with National Skills staff to discuss to course of interest. National Skills can provide you with a fact sheet for each qualification we are accredited to deliver.

REFUND INFORMATION

Cancellation of course or program by national skills

Should National Skills cancel a course for any reason, students enrolled at the time National Skills announces the cancellation will be entitled to a full refund, and this will incur no administrative charges or penalties.

National Skills will also assist the student in finding a placement with another RTO offering the same qualification.

National Skills will send all student records to ASQA so they will be accessible.

Inability to provide units

Should National Skills be unable to provide all units to meet the student’s course completion schedule, the following will apply:

Course Fees paid will be refunded in full, and no Statement of Attainment will be issued on any unit; or
Course fees paid on any unavailable unit/s will be refunded, and Statement of Attainment will be issued for satisfactorily completed units.

WITHDRAWAL FROM A COURSE BY A STUDENT

Withdrawal prior to unit or module commencement

If a candidate withdraws from a course before the commencement of the course, full refund of the fees will be made, however a cancellation fee of 15% of full course fees will be withheld to cover administration costs.

Withdrawal during course or program

Cancellations by students that have commenced their course, will not be entitled to a refund. Statement of Attainment/s will be issued for any units that have been satisfactorily completed.

Withdrawal due to illness or hardship

In the case of a participant who withdrew from a course or program due to illness or extreme hardship prior to starting, National Skills may, at its discretion, allow a refund of the fees. The following conditions apply:

The person concerned must produce satisfactory evidence of the circumstances of his/her withdrawal, such as medical certificates;
A cancellation fee of 25% of full course fees will be withheld;
Withdrawal must take place prior to the expiration of the course; and
If a refund has been issued a Statement of Attainment will NOT be granted for any units.

COURSE EXTENSION

The duration of your course and end date will be outlined in your confirmation of enrolment.

National Skills will not be obliged under any circumstances to extend the period of a student enrolment if the student has not completed the program/course in the allocated time.

Once the allocated time for a given program/course has ended the student will no longer be provided with access to the course material, course assessment and unlimited trainer support.

In some circumstances a student may wish to place their course on hold due to unforeseen events which do not allow continued study. Students should contact National Skills to request their course be placed on hold for a period time which is not to exceed six months.

Your RPL assessment will only be valid for a period of 24 months. If you request an extension, you may be required to be reassessed at an additional cost.

RECOGNITION OF PRIOR LEARNING, CREDIT AND EXEMPTIONS

There are several processes that allow students to have their current skills and experience recognised.

CREDIT TRANSFER AND NATIONAL RECOGNITION

Credit transfer is recognition of study already completed which counts towards further study. Credit transfer involves assessing a previously completed course or subject to see if it provides equivalent outcomes to those required within the current course of study.

If you have an appropriate statement of attainment from another RTO for this identical unit, then credit transfer is automatically awarded. The copy must be signed by an authorised signatory or the original must be shown to National Skills Student Support Centre.

If it is for a very similar course, the assessor must be able to understand what the learning outcomes were from the course/subject you did, so that they can map these against the elements of competency. Therefore, you MUST have some official documentation that records what the learning outcomes were, such as a Statement of Result or an academic transcript.

If you are seeking a credit transfer at National Skills, you will need to contact National Skills for the necessary application procedure. Students cannot receive credit for their whole program of study; at least one unit of competency must be achieved through normal enrolment or recognition of prior learning.

RECOGNITION OF QUALIFICATIONS OR STATEMENTS OF ATTAINMENT ISSUED BY ANOTHER RTO

A policy and procedure exists in National Skills ’s Quality System regarding Recognition of Qualifications or Statements of Attainment issued by another RTO and you are required to make yourself familiar with, and implement this procedure. National Skills supports the national policy of mutual recognition of qualifications and Statements of Attainment issued by other Registered Training Organisations (RTO), regardless of the location, provided that the RTO is registered to offer the qualification.

RECOGNITION OF PRIOR LEARNING (RPL)

Recognition of prior learning is the process that recognises a student's current skills and experience regardless of where and when the learning occurred. Applications for RPL are based on a complete unit(s).

Students can base their application on any combination of formal or informal training and education, work experience or general life experience.

Anyone wishing to undertake an entire program, course or individual unit can apply for RPL. In deciding whether you may already have competency in a module/unit, the following must be considered:

Is your prior learning relevant to the course?
Is your knowledge and skill current? (Some fields of study change so rapidly that a skill achieved in the past may no longer be relevant or acceptable)
Is it transferable? A skill should be applicable to a number of settings and situations
Is it authentic? You have to provide evidence, or demonstrate that you have the knowledge and skill
Is your knowledge and skill appropriate to the level of the unit or course?

All RPL information and mapping of evidence guides are available on the National Skills website.

You can also contact National Skills for information on the RPL process or any specific questions you may have. National Skills Student Support Centre will assist you in ensuring you have the necessary evidence to apply for RPL.

Applicants who are unsuccessful in their RPL process have a right to formally appeal any RPL assessment, through National Skills complaints and appeals process.

Other Information You May Need To Know

Please note that confidentiality is an extremely important part of the RPL process. It is important that sensitive information is not disclosed. You should:

Obtain authorisation to use evidence.
Remove sensitive names and figures if necessary.
Mark documents as confidential and not to be photocopied.

If there is confidential information that cannot be included, note this in your application and your trainer will request it only if necessary.

ACCESS AND EQUITY INFORMATION

National Skills has a policy of equal access to training for all people seeking to enhance their knowledge and skills. In particular National Skills encourages the participation of women, indigenous people, and those who live in remote areas.

National Skills has many strategies in place to ensure that we provide an accessible and equitable service to our clients.

ANTI-DISCRIMINATION

National Skills does not condone nor will it tolerate any unlawful discrimination or harassment by National Skills staff of any job applicant, employee or client, based on their sex, pregnancy, marital status, race (including colour, ethnic background, descent, national identity and ethno- religion), homosexuality, disability, transgender or age.

Harassment includes any form of behaviour that a person does not want, finds offensive, humiliating or intimidating and is either sexual, or targets them because of the factors mentioned above.

DISABILITY

National Skills encourages the participation of disabled students. The training services provided by National Skills can be adapted to suit the needs of disabled participants. Specific strategies addressing this can be found in the National Skills Disability Policy.

ACCESS FOR REMOTE AREAS

National Skills specialises in flexible delivery, enabling us to reach those in remote regions. This allows for participation of students living in areas where training might otherwise be unavailable. We encourage participation in our programs by members of ATSI communities.

FLEXIBLE DELIVERY AND ASSESSMENT METHODS

National Skills provides a range of flexible training delivery and assessment options. This includes tutorials by distance (correspondence) as well as face to face (in certain circumstances) modes of flexible delivery and assessment. National Skills will endeavour to ensure the training and assessment methods suit the requirements of the student and/or client.

LITERACY AND NUMERACY EDUCATION

National Skills is committed to providing assistance to people seeking to undertake training with National Skills , who may have special literacy and numeracy requirements. National Skills will provide individual assistance where possible to students who have literacy and numeracy skill needs and will also provide referrals to specialist literacy and numeracy assistance agencies where appropriate.

5.6 LAWS AND LEGISLATION

National Skills identifies and complies with all relevant State legislation where applicable.

National Skills Complaints and Appeals Policy and Procedure

National Skills has a defined and transparent complaints and appeals process based on the principles of natural justice and fairness that will ensure student's complaints and appeals are addressed effectively and efficiently. National Skills complaints and appeals policy ensures students and clients understand their rights and the responsibilities of the RTO.

National Skills strives to ensure that each student is satisfied with their learning experience and outcome. In the unlikely event that this is not the case, all students have access to rigorous, fair and timely complaint and appeal processes which are outlined in this section of the policy and procedures document. Any complaints or appeals will be reviewed as part of the continuous improvement process and where corrective action has been highlighted, it will be implemented as a priority

Complaints policy

Clause 6.1

A complaints procedure is available to all persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of National Skills. The complaints procedure will address both formal and informal complaints. All formal complaints must be submitted in writing to National Skills management and will be heard and addressed, including a response to the aggrieved person, within five (5) working days of receipt.

National Skills management will maintain a complaints register to document the course of action and resolution of all formal complaints. All complaints substantiated by the complaints procedure will be reviewed as part of National Skills continuous improvement procedure.

It is the responsibility of National Skills management to ensure adherence to the complaint procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the complaints procedure and supply of complaint forms.

A student may lodge a complaint regarding the RTO; Third Party; Subcontractor or Trainer. There is also provision for any and all interested stakeholders to make a complaint if they feel aggrieved. For example, a Trainer may lodge a complaint against a student.

If the student is still not satisfied with the resolution of the complaint after following and exhausting the complaints procedure, the student may contact ASQA and lodge a written complaint via the online complaints form.

Appeals Policy

Clause 6.2

The National Skills appeals process is concerned with a student’s right to request a change to decisions or processes of an official nature, usually in relation to academic or procedural matters.

In the case of a student’s appeal against specific assessment decisions, the student should first discuss the decision(s) with the relevant trainer or assessor and request re-evaluation. The trainer or assessor will hear the student’s appeal, make fair judgement to the best of their ability as to whether change(s) are required and then discuss their final decision with the student.

If the student is still dissatisfied with the trainer or assessor’s decision, they have the right to take the appeal to the management team. The formal notice of appeal is required to comply with the following principles upon submission to management:

The notice of appeal should be in writing, addressed to National Skills for referral to the management team and submitted within five (5) days of notification of the outcome of the trainer or assessors re-evaluation process.
The notice of appeal must be submitted within the specified timeframe otherwise the original result will stand. If a student’s appeal needs to be deferred due to emergency circumstances, such as in the case of serious illness or injury, a medical certificate supporting the case must be forwarded to management. The notice of deferral must be submitted within three (3) working days of the conclusion date displayed on the medical certificate.

It is the responsibility of National Skills management to ensure adherence to the appeal procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the appeal procedure and supply of appeal forms.

All appeals will be reviewed at the monthly management meeting and, if appropriate, result in a continuous improvement process.

If the student is still not satisfied with the resolution of the complaint after following and exhausting the appeals procedure, the student may request National Skills to refer the matter to an independent third party.

Complaints / Appeals Procedure

Clause 6.3

All persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of National Skills or any third party (such as other students, outsourced trainers, subcontractors, staff, trainers, assessors) have access to the following procedure:

Informal complaint / appeal:

An initial complaint or appeal will involve the student communicating directly with National Skills verbally or by other appropriate means.
All persons identified or subject to a complaint will be notified in writing of the content of the complaint and/or allegation and afforded all natural justice and procedural fairness response mechanisms
National Skills management will make a decision, discuss their judgement with the student and record the outcome of the complaint or appeal
Students dissatisfied with the outcome of National Skills decision may initiate the formal complaint procedure

Formal complaint / appeal:

It is normal procedure that all formal complaints proceed only after the initial informal complaint or appeal procedure has been finalised
The formal complaint or appeal is to be submitted in writing, and the procedure and outcome recorded by National Skills management
On receipt of a formal complaint, the General Manager or a nominated senior management person independent of the complaint will notify the complainant in writing that they have received the submission.
The General Manager will convene the complaint committee to hear the complaint
The complaint committee will consist of a panel of members with no previous involvement or vested interest in the outcome of the particular complaint or appeal. Members of the committee should include:
- A representative of National Skills management
- A National Skills staff member
- A person independent of National Skills
  - The complainant / appellant shall be given an opportunity to present the case to the committee and may be accompanied by one (1) other person as support or as representation
  - The staff member(s) involved shall be given an opportunity to present their case to the committee and may be accompanied by one (1) other person as support or as representation
  - The complaint committee will reach a decision on the complaint or appeal after consideration of each case presented
  - The complaint committee will inform all parties involved of the outcome in writing within five (5) working days of making the decision

Delayed processes

Clause 6.4

In the unusual circumstances where a delay in the complaint or appeal process occurs, where longer than sixty (60) calendar days are required to process and finalise the complaint or appeal, National Skills will inform the complainant or appellant in writing. In line with the importance that NATIONAL SKILLS places on open and transparent processes and communication, the first written communication will be made at five (5) days. From that point, the complainants or appellant will be regularly updated on the progress of the matter. Including reasons why more time is required.

Record and Review

Clause 6.5

Both the complaints and appeals policies of National Skills highlight the importance of accurate documentation through the maintenance of records of all processes and outcomes.

All complaints and appeals will be reviewed at National Skills monthly management meetings. Continuous improvement procedures may be actioned when the complaint/appeal procedure results in identification of factors appropriate for improvement to internal operations. When the initial causative factor of the complaint identifies a problem with current National Skills policies and / or procedures, the continuous improvement procedure will ensure changes are made to prevent reoccurrence of the problem.

Discipline

National Skills makes every effort to practice cooperation and mutual respect in all internal and external dealings to uphold high quality, professional training and assessment services. The same disciplined behaviour is expected of students as a contribution to a functional learning environment, and as a sign of respect to staff and fellow students.

Professional behaviour

National Skills Management advises any trainer or staff member who is dissatisfied with the behaviour or performance of a student that they have the authority to:

Warn the student that their behaviour is unsuitable, or
Ask a student to leave the class, without refund or acceptance into another course, or
Immediately cancel the class.

Where a student seeks to object or lodge an appeal against the disciplinary action taken, he/she has the right and opportunity to follow the National Skills complaint procedure.

National Skills staff are expected to maintain a professional and ethical working relationship with all other staff members, management and students. Breaches of the disciplinary standards will result in discussion between the relevant trainer and National Skills, and appropriate action will be taken.

Plagiarism

Definition

Plagiarism is the "wrongful appropriation" and "purloining and publication" of another author's "language, thoughts, ideas or expressions," and the representation of them as one's own original work.

Policy

Plagiarism is considered academic dishonesty and a breach of journalistic ethics. It is subject to serious sanctions such as expulsion. It is quite reasonable to research material in the course of undertaking assessment. All sources, however, must be clearly referenced. National Skills General Manager takes a very strict approach to plagiarism and proven incidents will not be tolerated.

NATIONAL SKILLS CODE OF PRACTICE

As a Registered Training Organisation, National Skills has agreed to operate within the Principles and Standards of the VET standards. This includes a commitment to recognise the training qualifications issued by other Registered Training Organisations.

LEGISLATIVE REQUIREMENTS

National Skills will meet all legislative requirements of State and Federal Government. In particular, Workplace Health and Safety, Workplace Relations, will be met at all times.

ACCESS AND EQUITY

National Skills has a policy of equal access to training for all people seeking to enhance their knowledge and skills. In particular, National Skills encourages the participation of women, indigenous people, people with physical or learning disabilities and those who live in remote areas.

QUALITY MANAGEMENT FOCUS

National Skills has a commitment to providing a quality service and a focus on continuous improvement. We value feedback from students, staff and employers for incorporation into future programs.

CLIENT SERVICE

We have sound management practices to ensure effective client service. In particular we have client service standards to ensure timely issue of student assessment results and qualifications. These will be appropriate to competence achieved and issued in accordance with national guidelines. Our quality focus includes Recognition of Prior Learning Policy, a fair and equitable Refund Policy, a Complaint and Appeal Policy, an Access and Equity Policy and student welfare and guidance services. Where necessary, arrangements will be made for those clients requiring literacy and/or numeracy support programs. We will take every opportunity to ensure this information is disseminated, understood and valued by personnel and clients. Our student information will ensure that all fees and charges are known to students before enrolment, that course content and assessment procedures are explained and that vocational outcomes are outlined.

EXTERNAL REVIEW

National Skills has agreed to participate in external monitoring and audit processes required by the state training agency. This covers random quality audits, audits following complaint and audits for the purposes of re-registration.

MANAGEMENT AND ADMINISTRATION

National Skills has policies and management strategies, which ensure sound financial and administrative practices. Management guarantees the organisation's sound financial position and safeguards student fees until used for training/assessment. We have a Refund Policy, which is fair and equitable. Student records are managed securely and confidentially and are available for student perusal on request. National Skills has adequate insurance policies.

MARKETING AND ADVERTISING

National Skills markets our vocational education and training products with integrity, accuracy and professionalism, avoiding vague and ambiguous statements. In the provision of information, no false or misleading comparisons are drawn with any other training organisation or training product.

TRAINING AND ASSESSMENT QUALIFICATIONS

National Skills has personnel with appropriate qualifications and experience to deliver the training and facilitate the assessment relevant to the training products offered. Assessment will meet the National Assessment Principles (including Recognition of Prior Learning and Credit Transfer.) Adequate facilities, equipment and training materials will be utilised to ensure the learning environment is conducive to the success of the students.

COPYRIGHT

Copyright laws will bind National Skills . Written permission to use Intellectual Property will be gained from the property owner prior to any use of such material. Reasonable use of excerpts from existing works will include attribution of its origin. Where work is produced specifically for clients, this work will become the property of the client.

SANCTIONS

National Skills will honour all guarantees outlined in this Code of Practice. We understand that if we do not meet the obligations of this Code or supporting regulatory requirements, we may have our registration as a Registered Training Organisation withdrawn. National Skills is committed to providing its clients with high quality service. This commitment is evident in the policies and procedures National Skills has in place. We aim to provide a training service that is centred on the needs of our students and their employers. As a Registered Training Organisation, means that we have met the quality standards of ASQA and are able to offer training and assessment services, for nationally recognised qualifications. National Skills , in conjunction with clients and other stakeholders, conducts regular internal reviews of its operations in order to maintain a high quality training organisation.

EXTERNAL REVIEW OF NATIONAL SKILLS OPERATIONS

National Skills is subject to external auditing of its operations by ASQA. National Skills will provide service that complies with all the quality requirements pertaining to the status of a Registered Training Organisation.

TIMELINES FOR ISSUE OF QUALIFICATIONS AND RESULTS

National Skills will endeavour to provide students with written feedback by email of their assessment within seven days (excluding public holidays) except for holistic or major assessments which will be responded to by email within fourteen working days of the receipt of your assessment.

Qualifications will be issued within 21 days of the issue of their results unless an appeal against assessment has been lodged.

All qualifications and testamurs will be issued via email. A charge of $40 will be applied if a student wishes to attain a hardcopy of their testamurs.

Reissue of qualifications and results

A copy of a Statement of Attainment, Certificate, Diploma, Advanced Diploma will only be re-issued to a student on receipt of a written request or via email and payment of the re-issue fee. Refer to the fees and charges outlined on the website.

RECORDS MANAGEMENT

National Skills ensures that its record keeping procedures comply with the quality standards of the VET standards. All client and student records are confidential. National Skills recording system ensures permanent backup of documentation to ensure the security of client and student documents. Clients and students will have access to their records at any stage.

STUDENT WELFARE SERVICE

National Skills will provide counselling and support to students experiencing difficulties with studies.

In circumstances where students require specialised assistance outside the expertise of National Skills staff, we shall provide referral to agencies that can support those students’ needs.

DOCUMENTED POLICIES AND PROCEDURES GOVERNING QUALITY

National Skills has documented policies and procedures covering all aspects of the work it conducts and the administration of its operations. Copies of our policies are freely available to all clients and students, upon request from National Skills ’s Student Support team. They are also available on the website.

ANTI DISCRIMINATION POLICY

The National Skills Anti-Discrimination Policy details our commitment to providing a workplace and study environment which does not discriminate against people based on ethnicity, gender, sexual preferences or disability.

DISABILITY INFORMATION

National Skills endeavours to maximise access to, participation in and outcomes from vocational education and training for people with a disability. National Skills is committed to the concept of inclusive practice.

LANGUAGE, LITERACY AND NUMERACY POLICY

RECOGNITION OF PRIOR LEARNING (RPL) POLICY

The objective of National Skills 's RPL Policy is to ensure that an individual's prior learning achieved through formal and informal training, work experience or other life experience is appropriately recognised.

RECRUITMENT POLICY

National Skills 's Recruitment Policy details our commitment to the concept of equal employment opportunity and selection of staff based on merit. All National Skills staff and sub-contract employees will be fully qualified as trainers and assessors and highly experienced in their field of training.

REFUND POLICY

Our refund policy provides clients with a written guarantee concerning refunds of fees under certain circumstances. Refer also to section REFUND INFORMATION this Handbook.

PRIVACY POLICY

To protect the privacy of Information provided by you to National Skills we have adopted a Privacy Policy which is applicable to all information that you provide to National Skills and that which we maintain electronically, whether you provide the information through National Skills ’s World Wide Web Site or through other means.

National Skills follows the Privacy Act the Federal Government has developed that are derived from the Privacy Act 1998 (and the 2000 Amendment to the Act).

COMPLAINTS PROCEDURES

National Skills has complaint procedures in place for clients who wish to lodge a complaint in regard to any of the services or operations of National Skills. We provide numerous feedback and appeal mechanisms for clients. If appeals or complaints cannot be resolved informally you have the right to appeal to National Skills ‘s management.

MARKETING AND ADVERTISING POLICY

Our Marketing and Advertising Policy is a guide to ensure that National Skills only markets and advertises its services in an honest and ethical manner.

Management of National Skills guarantees these policies and procedures will be adhered to so that the quality of standard is maintained.

STUDENT HANDBOOK VERIFICATION

Upon accessing and reading this student handbook indicates that you have read, understood and valued the National Skills Code of Practice and associated documents and policies which encompass: National Skills enrolment processes, National Skills marketing policy, assessment processes which meet the National Assessment Principles (including RPL and credit transfer), appeals and Complaint processes, refund policy and our access and equity policy.

PRIVACY INFORMATION

Introduction: Our Commitment to Your Privacy

National Skills is highly sensitive to the confidentiality of information provided by you to National Skills. As a result, National Skills has adopted the following Privacy Policy which is applicable to all information that you provide to National Skills and that National Skills maintains electronically, whether you provide the information through National Skills ’s World Wide Web Site or through other means.

What Information Do We Collect?

National Skills must collect personal information as part of your application process for training. This information may be of a personal nature and can include details of educational background, employment history, and current employment status, and language, literacy and numeracy skills. The purpose of this information is to allow the staff of National Skills to develop effective training and assessment programs, according to the needs of each individual.

Where there is a requirement for allowable adjustments for assessments, we may collect details of physical disability to allow us to conduct the assessment.

From time-to-time, we may also conduct surveys or other promotional specials, and gather additional information from the National Skills website in relation to these specials. The personal information gained during the enrolment process will not be used for marketing purposes.

What do we use this Information for?

Primarily, we use your information to provide you with the services available to you. The purpose of collecting personal information during the enrolment process is to allow the staff of National Skills to develop effective training and assessment programs, according to the needs of each individual. This will enable you to enrol and obtain your qualifications.

How do we store this information?

National Skills is required to keep your records for compliance with the VET standards. These records are kept for 30 years, in fire-proof safes, or in an electronic database. Access to these records is strictly controlled.

With whom do we Share Your Information?

We will not sell, share, rent or otherwise provide personal information to others, including people in your workplace, spouses or parents, without your written consent.

National Skills will disclose personal information, when required to:

Cooperate with the investigations of purported unlawful activities and conform to the edicts of the law or comply with legal process served on National Skills.
Fulfil a user's order or request, in accordance with the process outlined below.

How do I obtain or release copies of my personal information?

Please refer to the National Skills procedure on Accessing Personal Information. This procedure is printed in full at the end of this section.

Laws and Legislation

National Skills complies with Federal and State/Territory Privacy legislation, including The Privacy Act 1988.

The acts relevant to the operation of National Skills as an RTO are:

Work Health and Safety Act 2011 - Occupational Health and Safety and workplace harassment, victimisation and bullying is also found in the act
The Privacy Act 1988
The Copyright Act 1968
Anti Discrimination Act 1991 - Anti Discrimination
Human rights and equal opportunity - Reference site only

ACCESSING PERSONAL INFORMATION

YOUR RIGHT TO ACCESS DOCUMENTATION

The Privacy Act provides for an individual to access their personal information held by an organisation. In most instances the organisation must allow the individual access to the information on request by the individual. If the individual can establish that the information is not accurate, complete and up-to-date, the organisation must take reasonable steps to correct information.

STUDENT RECORDS

Student records are to be raised at enrolment. These records are to be established electronically and as a hardcopy record. These records are to include, but are not restricted to:

Interview Report
Enrolment form
Fees Arrangements
Student Identification
Applications for RPL or Mutual Recognition

Student records are to be entered and maintained on the National Skills database by administration. All enrolment changes, unit results, attendance records and changes to personal data must be forwarded directly to student administration for data entry.

Students may request a copy of their data profile on request and proof of identification.

Third party access cannot be approved by any means other than student agreement.

Enrolment forms are to make provision for student data access by National Skills staff or representatives of the Office of Training and Tertiary Education for purposes relevant to the monitoring of student progress. All other data is to be held securely and in confidence.

ASCERTAINING IDENTITY

National Skills staff should be reasonably satisfied with the identity of the person seeking disclosure of a student’s personal information before releasing the information.

If the person is seeking release of information in person, then they should be asked for some form of identification. As well, National Skills staff should satisfy themselves that the release of the information is within the context of this policy.

If the request for the student information is made by telephone, then ask for the request to be made in writing.

This can be via email. Once the request is received then National Skills staff should process the request in accordance with this policy.

National Skills Refund Policy

National Skills operates predominately as a ‘fee for service’ training business. This means all training programs attract fees. All fees will be paid at or prior to the commencement of training unless prior arrangements are made with National Skills management.

National Skills will not collect more than $1500 in advance. Where less than $1,500 is collected prior to the commencement of training or where the total course fee is less than $1,500, a fee protection process is not required. These fees are paid by/charged to the student, a government agency or the student’s employer.

If, at some time in the future National Skills collects more than $1500 in advance, National Skills will observe the requirements of Schedule 6 of the Standards for RTOs 2015. This schedule outlines requirements for protecting fees prepaid by individual students or prospective students for services. One of the requirements of Schedule 6 requires the RTO to be a member of a recognised Tuition Assurance Scheme.

At this time National Skills is not a member of a Tuition Assurance Scheme. If, at some time in the future National Skills is required to become a member of a Tuition Assurance Scheme it will join the scheme managed by the Australian Council for Private Education and Training (ACPET).

Fee information is available via the National Skills website and by direct email from National Skills

Each of these information streams clearly identifies all fees and charges, including optional charges such as Recognition of Prior Learning (RPL) fees, and will be updated regularly so that both National Skills and our clients will be protected.

National Skills will provide the following fee information, to each student:

The total amount of all fees including course fees, administration fees, materials fees and any other charges;
Payment terms, including the timing and amount of fees to be paid and any non-refundable deposit/administration fee;
The nature of the guarantee given by the RTO to complete the training and / or assessment once the student has commenced study in their chosen qualification or course;
The fees and charges for additional services, including such items as issuance of a replacement qualification testamur and the options available to students who are deemed not yet competent on completion of training and assessment; and
The RTO’s refund policy.

Fee structure

Total course fee

Each qualification, unit of competency or accredited course offered by National Skills has a specific course fee. The course fee is the maximum fee that may be charged to the student for his/her selected training program.

It is National Skills policy that the course fee will be all-inclusive. Students will not be 'surprised' by unexpected requirements, fees or expenses.

Where additional resources normally associated with a program of study are required (for example; reference material, research documents, own computer) the student will be clearly advised of exactly what is required in the student study guide for that program.

Payment required in advance

A deposit is required from each student. This is outlined in the fee schedule.

Withdrawal fee

No withdrawal fee is applicable

Re-submit fee

No re-submit fee applies.

Re-assessment fee

No re-assessment fee applies.

Produce partial completion statement of attainment

No fee will apply to produce a statement of attainment when the student has partially completed the training program and must withdraw.

Re-print certification

Where the student requests a new copy of his / her certification, the following fees apply:

Statement of attainment $40.00+GST
Qualification (with academic transcript) $55.00+GST

Details of National Skills fee structure are included in the National Skills student handbook.

Methods of payment

Cash payment

On receipt of cash payment, a receipt will be written and issued. The receipt will include, but is not limited to; the amount paid, the date of receipt and the purpose of receipt generation. This payment is then to be entered into deposit books for the No 1 account (operating account) and the cash banked immediately.

In the event of a payment being made prior to the commencement of the course, the deposit register is used to record the payment and a receipt written and issued. This payment is then to be entered into deposit books for the No 2 account (deposits account) and the cash banked immediately.

Cheque or money order

On receipt of a cheque or money order, a receipt will be written and issued. The receipt will include, but is not limited to the amount, the date of receipt and the purpose of receipt generation. The person writing the receipt should include the word; ‘cheque’ or ‘money order’ as applicable on the receipt.

Payments for invoices

Invoice payments will normally be received via Australia Post or by electronic transfer. Remittance advices received notifying of electronic funds transfer should be verified before assuming that the payment has been received. Once received, all payments and associated details are to be reconciled. National Skills utilises Xero online accounting software.

Refunds

Clause 5.3

National Skills will protect fees paid in advance and has a fair and reasonable refund policy.

Information provided prior to enrolment or the commencement of training and assessment, whichever comes first, specifies the student’s rights as a consumer, including but not limited to any statutory cooling-off period (where applicable) and the student’s right to obtain a refund for services not provided by the National Skills in the event the:

Arrangement is terminated early, or
NATIONAL SKILLS fails to provide the agreed services.

An application for a refund is addressed according to the notice given by the person making the request:

Refunds

National Skills will protect fees paid in advance and has a fair and reasonable refund policy.

An application for a refund is addressed according to the notice given by the person making the request:

Between 14 days and 8 days prior to the commencement of the course – 100% refund;
Within 7 days of the commencement of the course – 95% refund;
Withdrawal during the course – no refund. A pro-rata credit is available so the student can complete the course at a later date

All fees paid in advance are separated from the operations of the business. This is achieved by maintaining a No 2 account (deposits account) to ensure sufficient funds are always available for refund. The No 2 account is represented in National Skills accounting system as a separate repository for funds paid in advance and cannot be accessed until the respective students commence training.

Training Guarantee

It is the intention of the General Manager of National Skills that all students will receive the full training services paid for at all times, including but not limited to training and assessment, assessment only, recognition of prior learning or short courses. The corporate structure, governance and financial management systems and processes guarantee the training for students enrolled with National Skills. Specifically, the integrity, business experience and training expertise of the General Manager ensure continuity of training and completion of training is guaranteed for all students. The continuous improvement and quality management practices employed by National Skills, General Manager and staff are designed to proactively identify any anomaly that might cause a business interruption or training failure, and address this situation before any students are affected.

Protecting fees prepaid by individual students

Student’s training is further protected by National Skills financial management policy and procedure. Fees paid in advance are not transferred to the operating account until training commences.

Furthermore, should an interruption occur while a student is enrolled in a training program, the student will be advised of any changes in writing and given time to respond. The student will be given the opportunity to respond, agree or offer input.

Protecting students that do not prepay in advance

Where fees are not collected in advance from individual students i.e. invoice in arrears, National Skills will send each client/student an invoice after training is completed.

Protecting students where course fees are less than $1500

The corporate structure, governance and financial management systems and processes guarantee the training for students enrolled with National Skills. Specifically, the integrity, business experience and training expertise of the General Manager ensure continuity of training and completion of training is guaranteed for all students.