Student Handbook

This student handbook is important to read and understand prior to enrolment and attending your course. It is a quick reference guide about training programs and procedures. Finally, you can call and speak to us on 1300556387. Click here to return to available courses. The Student Handbook is is to be read in conjunction with the Pre-course Information.

SH 1. Welcome

Thank you for considering training with One Stop Group (RTO 31737). One Stop Group Pty Ltd (the RTO) is a nationally recognised training organisation registered in Qld
through the Australian Skills and Quality Authority.

SH 2. Locations

One Stop Group Pty Ltd has various training locations in Qld. These venue change periodically. Please go here for a list of current locations.

SH 3. Scope of deliverables

Our scope of deliverables may change from time to time, as package names and regulations change. Please go here for the scope of deliverables current this date.

SH 4. Accredited programs

ACCREDITED PROGRAMS

Accredited programs are usually competency based which means that training and assessment or recognition of current skills and knowledge focuses on the development and recognition of a person’s ability to apply relevant knowledge and skills to perform workplace tasks to a specified standard. The specific skills and knowledge required for a particular workplace application are set out in Units of Competency and these can be grouped together to make up a nationally recognised qualification. Nationally recognised qualifications are set out in Training Packages and these can be viewed here.

COMPETENCY AND ASSESSMENT INFORMATION 

To be assessed as competent participants must provide evidence of their knowledge and skills relative to the unit of competence.

They must successfully complete a number of assessment activities to the standard and the performance benchmarks required for the qualification level.

It is the responsibility of the trainer/assessor to determine what and how much evidence is required to make an assessment judgement that complies with the rules of evidence and the principles of assessment.

Trainer/ assessors may use all the assessment tools within a resource, supplement them or design other assessment tasks. Participants may be required to complete tasks in a range of situations and environments, including simulated applications in the classroom over a period of time.

Assessment could be also be supplemented by reviewing portfolios of evidence and third-party workplace reports of on-the-job performance.

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 licences
  • Position descriptions and performance reviews
  • Third party reports
  • Question responses
  • Tests

To be deemed competent, you must complete all tasks within an assessment satisfactorily. If you do not complete all of the tasks outlined in the assessment you will be deemed Not Yet Competent and your trainer / assessor will be required to request further evidence. Once you have gained a satisfactory result for all of the tasks and demonstrated consistency in your performance you will be awarded competency.

You mat also be required to 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

In the event that you have completed all of the assessment tasks and you are deemed Not Yet Competent you will have the opportunity to supply additional evidence or you can appeal the assessment result.

METHODS OF ASSESSMENT

Type of assessment What is assessed
Formative Assessment The underpinning knowledge required to undertake the tasks, as outlined in the elements and performance criteria.

Formative assessments will be completed progressively as participants work through their training.

Trainer/ assessors will determine how and when· these activities should be

Summative Assessment Knowledge evidence-collected in response to the theory questions will support participants’ competence with regard to the required knowledge. Knowledge evidence and performance evidence. Projects will be theoretical or practical.
Projects Evidence collected in response to the project questions and activities will support the judgement of competence.
Performance Assessment Performance evidence collected when undertaking the tasks outlined in the elements and performance criteria-evidence to support a judgement of satisfactory performance should be collected as a result of practical demonstration.

Performance evidence collected when undertaking the tasks outlined in the elements and performance criteria.

Third Party Reports The third-party report allows trainer/ assessors to evaluate evidence which is collected in work situations or contexts when it is not practical for them to collect the evidence themselves.

It is an optional, practical tool for collecting performance evidence over a period of time and in different contexts.

Trainer/ assessors should refer to the user guide for specific information about third party

A third party should be someone who can interact with and observe the participant on a regular basis. Preference should be given to the participant’s manager or direct supervisor; however, if this is not viable, a suitably experienced/ qualified work colleague might act as a third party.

Portfolio An assessment of skill and knowledge through a portfolio of evidence that relates to documentation used in an environment/workplace
Observation An assessment of skill through an observation carried out in the workplace or a simulated work environment by an assessor.

APPEALING YOUR ASSESSMENT DECISION

One Stop Training have an appeals and complaints process which allows participants to challenge an assessment decision and/or enables them to be reassessed.

All training participants/candidates for assessment have the right to appeal an assessment result they believe to be unfair, incorrect or inappropriate.

One Stop Training’s  policies and procedures will enable participants to action a complaint or grievance regarding any act, product or service – academic or non-academic-and including assessment results.

If a participant wishes to appeal a decision, they should refer to the assessment appeals policy in the student handbook.

SUBMITTING ASSESSMENTS

Prior to submitting the assessments, it is advantageous for the learner to recheck their work to ensure that all activities have been completed. Once this has been checked and you are satisfied that you have met all the requirements, please submit your assessments to your trainer. Each unit is expected to be submitted individually after it is completed. You will be notified of your results within 14 days of completion of the unit. Learners are expected to keep copies of their assessments at a minimum until such time as the course has been completed and you have been issued your qualification.

REASSESSMENT

Reassessment for an assessment or unit of competency may be a resit of an exam or practical class or a re-submission of a piece of written work. Assessment re-submission will only be allowed within a four (4) week period from the original result of assessment date, unless otherwise permitted. The trainer and assessor will provide detailed comments of the areas that are not satisfactory for you to rectify.

ASSESSMENT SUBMISSIONS

  • 1st submission is the primary submission
  • 2nd submission is the re-submission
  • 3rd submission is the final submission

If you are still unsuccessful after the 3rd submission you may be required to re-enrol or withdraw from the program.

SH 5. Code of Conduct

One Stop Group Pty Ltd (the RTO) is responsible for ensuring ongoing compliance with the Standards for Registered Training Organisations 2015. The Chief Executive Officer is responsible for ensuring that the operations, staff and students of the RTO complies with the requirements of the VET Quality Framework, which includes the following:

  • the Standards for Registered Training Organisations (RTOs) 2015
  • the Australian Qualifications Framework
  • the Fit and Proper Person Requirements 2011
  • the Financial Viability Risk Assessment Requirements 2011
  • the Data Provision Requirements 2012

One Stop Group Pty Ltd will ensure that compliance applies across all of its operations within the RTO’s scope of registration, as listed on the National Register (5.3). One Stop Group Pty Ltd has policies and procedures in place for ensuring compliance with the VET Quality Framework, which are distributed to Staff and Students as part of their induction process, these policies and procedures include how the RTO will comply with the Standards for Registered Training Organisations 2015.

The RTO implements practices that maintain high professional standards in the delivery of training and assessment services, and which safeguard the interests and welfare of clients. Ensures that staff are not only suitably qualified but are also sensitive to the religious, political, social, cultural and learning needs of clients and provides training for staff as required. The RTO is committed to access and equity principles and processes in the delivery of its services and maintains a learning environment that is conducive to the success of clients.

One Stop Group Pty Ltd has the capacity to deliver and assess the vocational qualifications for which it has been registered, provide adequate facilities, and use methods and materials appropriate to the learning and assessment needs of clients. The RTO monitors and assesses the performance and progress of clients and ensures that assessments are conducted in a manner, which meets the endorsed components of the Training Package and other relevant Training Packages as applicable.

SYSTEMS ARE MAINTAINED FOR

  • Recording and archiving client enrolments
  • Attendance
  • Completion
  • Assessment outcomes
  • Recognition of Prior Learning (RPL)
  • Grievances
  • Qualifications and Statements of Attainment issued
  • One Stop Training will treat all personal records of clients confidentially

SH 6. Student Responsibilities

As a student of One Stop Group Pty Ltd, you shall be responsible for your own actions, this includes:

  • Complying with the policies and procedures in the Student Handbook
  • Participating in all training activities by asking questions and interacting with other students
  • Communicating with the Trainer any struggles that you may be having, especially if it will affect your training and assessment.
  • Thinking of the classroom as your workplace, are you are good work colleague?
  • Dressing appropriately for the classroom, as if you would dress for your workplace
  • Challenging yourself in the classroom
  • Completing all assessment requirements required to determine your competency
  • Cooperating with Trainers, Assessors, RTO Staff and Students in the conduct of training and assessment
  • Pay all course fees prior to course commencement
  • Finding ways to relate to your reading and writing. What original thoughts and experiences can you bring to the course to make it come alive for yourself?
  • Being in the training, participate, don’t jeopardise your own learning by not participating
  • Surround yourself with other students who can help you. You don’t have to be best friends with everyone you seek advice from, but find friends or acquaintances that will help you to be the best of you

SH 7. Enrolment

We recognise the importance of enrolments as an induction into the learning journey. To ensure a consistent level of learner knowledge and understanding of their undertaking, this formal enrolment procedure has been designed to:

  • Ensure learner readiness;
  • Improve learner retention levels;
  • Increase learner completion rates;
  • Ensure high levels of learner satisfaction.

Our commitment to learner satisfaction spans both accredited and non-accredited training and as such, this procedure must be followed for every new enrolment.

To enrol in a training program at One Stop Group Pty Ltd, you will need to contact the Administration Office on 1300 556 387 or visit our website here and select the dates section.

Either via telephone or on the website you will find, or be explained verbally:

  • The course in detail
  • The process of undertaking a training program
  • Confirm the fees you will have to pay
  • Pre-requisites for attending

You will be sent a booking form, or in the case of online bookings, proceed to the bookings page. When One Stop Group Pty Ltd receives your booking, you will be forwarded pre-course information, which details all the information you need to know prior to attending the course.

 Confirmation via email will include:

  • Course details
  • Entry requirements where applicable
  • Estimated course duration
  • Modes of training delivery
  • Location information
  • Refund policy
  • Link to Student Handbook

The enrolment process should be read in conjunction with this Student Handbook, which outlines terms and details of enrolment, including student’s rights and responsibilities. In enrolling into a program, students are required to acknowledge their agreement with the RTO’s terms and conditions enclosed in the handbook. A copy of the Enrolment Form will be supplied to the learner, in line with the Australian Consumer Law requirements, prior to course commencement.

ENROLMENT PROCESS

Following enrolment registration, it is our policy to conduct a student induction on commencement of a training program and is conducted in accordance with the following procedure:

  1. Completion of AVETMISS compliant enrolment form.
  2. Copies of identification are retained by the RTO as per the course requirements or as requested by a licencing body where a licencing unit of competency is being delivered.
  3. Completion of an individual training and assessment plan.
  4. Completion of a language, literacy and numeracy assessment to determine the capability and capacity of the student. This is graded against the Australian Core Skills Framework and must meet the entry requirements of the course undertaking.
  5. Unique Student Identifier information and requirement explained
  6. Workplace health and safety and site induction is conducted prior to the commencement of the training program undertaking.

SH 8. Enrolment and Selection

Not all courses are for all people. The RTO recommends researching your course and it content as thoroughly as possible. Individual circumstances and capability can often determine an outcome. Students may participate in courses involving physical activity; field trips, practical demonstrations etc. and do so at their own risk. The RTO’s students are covered by public liability insurance whilst working within the RTO’s premises.

Should the RTO have reason to believe there may be matters which pose a barrier to achieving the required outcomes, this will be addressed with the individual student as a one on one discussion. This interview will be recorded in writing. In cases were alternative pathways are required, or pre-requisites determined to exist, this information will be provided in writing, as well as suggestion for supported learning pathways.

The student is responsible for notifying One Stop Group Pty Ltd if they have any condition which may require the RTO’s knowledge. Ultimately a student will have the best idea of their capacity, and we discourage people from enrolling in a program without satisfying themselves that they have the appropriate information for them. The RTO reserves the right to decline admission to a course, terminate a student’s enrolment in a class or change a Trainer/Assessor at any time without notice.

SH 9. Omissions

The RTO and student have a mutual obligation to not omit any relevant or pertinent information. One party shall not not be held liable for matters that relate to the omission of relevant or pertinent information by the other party. One Stop Group Pty Ltd makes every effort to provide all necessary information to prospective students. The RTO can be contacted here with any questions.

SH 10. Third party delivery

The RTO does not engage 3rd parties to deliver of any of its services. One Stop Group Pty Ltd does not allow it’s scope to be used by any other party.

The RTO may engage a third party to temporarily extend its scope where client needs demand. In such circumstances, One Stop Group Pty Ltd is still the party delivering all training and assessment, testamur would be issued by the party The RTO engages. Disclosure of any such event shall be made prior to course enrolment.

SH 11. Marketing

One Stop Group Pty Ltd will market their vocational education and training products with integrity, accuracy and professionalism, avoiding vague and ambiguous statements. In the provision of information, no false or misleading comparisons will be drawn with any other provider or course.

Per clause 4.1 of the standards, One Stop Group Pty Ltd will not state or imply that courses other than those on the Scope of Registration are recognised by the ASQA.

Information, whether disseminated directly by the RTO or on its behalf, is both accurate and factual, and:

  • accurately represents the services it provides and the training products on its scope of registration
  • includes its RTO code
  • refers to another person or organisation in its marketing material only if the consent of that person or organisation has been obtained
  • uses the NRT [Nationally Recognised Training] logo only in accordance with the conditions of use specified in Schedule 4
  • makes clear where a third party is recruiting prospective learners for the RTO on its behalf
  • distinguishes where it is delivering training and assessment on behalf of another RTO or where training and assessment is being delivered on its behalf by a third party
  • distinguishes between nationally recognised training and assessment leading to the issuance of AQF [Australian Qualifications Framework] certification documentation from any other training or assessment delivered by the RTO
  • includes the title and code of any training product, as published on the national register, referred to in that information
  • only advertises or markets a non-current training product while it remains on the RTO’s scope of registration
  • only advertises or markets that a training product it delivers will enable learners to obtain a licensed or regulated outcome where this has been confirmed by the industry regulator in the jurisdiction in which it is being advertised
  • includes details about any VET [Vocational Education and Training] FEE-HELP, government-funded subsidy or other financial support arrangements associated with the RTO’s provision of training and assessment
  • does not guarantee that:
    1. a learner will successfully complete a training product on its scope of registration, or
    2. a training product can be completed in a manner which does not meet the requirements of clause 1.1 and 1.2, or
    3. a learner will obtain a particular employment outcome where this is outside the control of the RTO.

SH 12. Course Fees, Payments and Refunds

FEES

Please refer the website for information on course fees, including any required deposit; administration fees; materials fees and any other charges (if applicable) and Student Co-Contributions.

In line with the RTO’s Fee Protection Policy the RTO will not collect more than $1,500 prior to course commencement.

PAYMENT PLANS

In order to assist in making courses accessible for more people, payment plans are available for plant and machinery courses. A deposit of $200 is required to confirm enrolment and begin the course. A weekly direct debit of $50 shall be made from the nominated account until all fees are paid. Further information can be found here.

CERTIFICATES

Certificates and Statements of Attainment are issued to students who are assessed as competent in the units successfully completed. The cost of the certificates is included in the course fees. The RTO shall issue the relevant Certificate within 30 days of completion of the program.

Students are responsible for safe-keeping of Certificates and Statements of Attainment. If a student requires a re-issue of a Certificate, a fee of $60 will be charged.

RE-ASSESSMENT FEES

If a student is found not yet competent, an opportunity will be provided to achieve competency.

  • Qualifications:free of charge, included in next assessment round
  • Licensing units of competency: reassessment fee of $200
  • Licensing units of competency: verbal 1:1 reassessment fee $550
  • Non-licensing units of competency: free of charge in next assessment round

If a student is deemed not yet competent by the third attempt, they will be required to withdraw from the course. If a student is deemed competent in some but not all the units of competencies required, a Statement of Attainment will be issued and the student will be given a six month period to undertake reassessment if required.

CERTIFICATE 3 GUARANTEE STUDENT CO-CONTRIBUTIONS

A student co-contribution fee to enrol in a qualification applies. One Stop Group Pty Ltd believes it to be not in the spirit of access and equity to charge a higher rate for those who do not hold a concession card.

  • $50 for concessional
  • $50 for non-concessional
  • $0 for year 12 graduates from previous calendar year

REFUNDS

A refund shall be offered in and circumstance where The RTO is unable to provide a service as agreed. A refund shall be available for any course booking where a cancellation is made more than two business days from the start of the course. For more detail on cancellations, please refer to your pre-course information.

SH 13. Cooling off period

The RTO protects the rights of the learner including but not limited to the Statutory requirements for cooling-off periods.

Students are eligible to cancel their enrolment by placing a formal notice of cancellation in writing to the RTO Manager (a letter or email is acceptable) within 10 business days of enrolment, unless the student has already commenced the training. Please refer to the pre-course information for details on cancellations and refunds.

SH 14. Consumer guarantee

The RTO protects the rights of the learner including but not limited to the Statutory requirements for cooling-off One Stop Group Pty Ltd guarantees that the services provided by The RTO will be:

  • provided with due care and skill
  • fit for any specified purpose (express or implied)
  • provided within a reasonable time (when no timeframe is set for the training)

On enrolment the supply of services shall state when the services will be provided and the date they will be completed. If the Enrolment Agreement Form does not include the dates, i.e. for RPL or on the job training, the RTO guarantees to supply the service within a reasonable timeframe. What is ‘reasonable’ will depend on the nature of the training and other relevant factors such as the students’ ability to complete the training and assessment.

WHAT HAPPENS IF THIS IS NOT MET

In the first instance, the student should submit a complaint to the RTO identifying where the RTO has not met its requirements against the Consumer Guarantee, please refer to the Complaints and Appeals policy on how to submit a complaint.

If a student believes that the RTO has failed to meet one or more of the consumer guarantees, he/she is entitled to a remedy – for example, a refund, a further service to rectify the problem and in some circumstances compensation for consequential loss. In line with the Complaints and Appeals process, the RTO will provide the appropriate remedy. If the problem is minor and can be fixed, the RTO will choose how to fix the problem.

The consumer cannot cancel and demand a refund immediately, the RTO must have an opportunity to fix the problem. If the complaints process takes too long, the consumer is eligible to cancel the service and request a refund.

In the event of a major problem, and the RTO is unable to fix the training service, the consumer can choose to:

  • terminate the contract for services and obtain a full refund, or
  • seek compensation for the difference between the value of the services provided compared to the price paid.

A purchased service has a major problem when it:

  • has a problem that would have stopped someone from purchasing the service
  • if they had known about it
  • is substantially unfit for its common purpose, and can’t easily be fixed within a reasonable timeframe
  • does not meet the specific purpose the consumer asked for and can’t easily be fixed within a reasonable timeframe
  • creates an unsafe situation.

One Stop Group Pty Ltd is not required to provide a remedy or refund if a consumer:
simply changes their mind, decides they do not wish to go ahead with the training
discovers they can buy the training more cheaply elsewhere

SH 15. Changes to agreed services

Where there are any changes to the agreed services that will affect the learner, including in the event of One Stop Group Pty Ltd closing down, the RTO will advise the learner in writing within 10 business days of the event.

This includes includes changes to any new third party arrangements or a change of ownership or any changes to existing third party arrangements.

CHANGES TO AGREED SERVICES PROCEDURE

Change of third party

  Change of location Change of trainer Change of ownership
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New agreement to be drafted and signed by the new third party and the RTO

Confirm details with new Training Venue Confirm with new Trainer that they are available to take over the responsibilities

Finalise Sale of Shares

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ASQA is notified of new Third Party arrangement through ASQAnet New written Training Venue Agreement to be drafted and signed by both the training venue provider and the RTO If possible, arrange a time for the previous trainer and the new trainer to undertake a handover

Complete ASQA Form “Notification of Material Change of Event” by both parties

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Students are notified in writing of the new third party arrangement, including any conditions and contact details of the new Third Party Provide written notification to ASQA of new training venue, by completing and submitting the “Change of Provider Details” form and submitting to ASQA Advise new Trainer of location, class numbers, current status of course progress

Submit ASQA form to ASQA within 90 calendar days of the change of ownership

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Confirm in writing to the students the new location of the Training Venue, including the provision of a map

Confirm in writing with the students the details of their new trainer, including when they will be commencing and assuring students that the trainer will be provided with a full handover

Process Statements of Attainment for all existing students, providing the students with a current status of their course enrolment

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Update marketing materials with new location (if applicable)

 

Notify Students in writing of the change of ownership and the process for ensuring that students are provided with a copy of their Statement of Attainment

SH 16. Training evaluation form

The purpose of the Training Evaluation Form is to collect feedback from students on the delivery of training and assessment. This includes training facilities, the trainers’ skills and knowledge, as well as feedback on the resources utilised for delivery, finally, an overall satisfaction ranking with the course.

At the mid-way point and completion of each training program a Training Evaluation Form is to be handed out to the participants for completion. The Training Evaluation Forms are to be collected and the relevant trainer will prepare a summary of the evaluations to be given to the RTO Manager for reviewing at the monthly Quality and Compliance Meetings.
In addition to training evaluation, the RTO will conduct random surveys and interviews with industry leaders, clients, students and other community bodies to identify future needs in training.

The RTO Manager will report both positive and negative feedback to the relevant people for discussion. Feedback regarding delivered programs is to be discussed with the trainer that delivered the training with positive feedback being acknowledged. These discussions are to assist in the revision and adjustment of training material and delivery methods and enable to trainers’ professional development.

Any complaints or issues that are identified from feedback are to be recorded in an Opportunity for Improvement Form for action.

SH 17. Language, literacy and numeracy (LLN)

LLN support is available to provide students with advice and direction to the appropriate support services required to achieve the qualification in question. Student’s requiring assistance with their learning should be identified upon enrolment. Trainers and staff within the RTO can provide students with support to assist the student throughout the learning process.

In cases where more intensive LLN needs are required, alternative pathways may be recommended. A source for further information can be found here. This determination will be made by the trainer and the Training Manager.

Language, Literacy and Numeracy skills are generally included and identified in Training Products and accredited course programs. In identifying language, literacy and numeracy requirements, students’ are required to have the basic skills to:

  • Count, check and record accurately
  • Read and interpret information
  • Estimate, calculate and measure

All students undertaking training are required to undertake an LLN Assessment, unless the student currently holds a Certificate III qualification or above, or can demonstrate equivalent industry experience.

High Risk Work Licences (HRWL) require of language and literacy of a specific standard due to the assessment conditions. Please see the HRWL Testing information for more.

SH 18. Monitoring effectiveness

Student progress will be monitored by the trainer, in conjunction with the RTO Manager to ensure that the students’ needs are being met. The Trainer is required to report to the RTO Manager on student progress through program.

The RTO caters to diverse client learning needs and aims to identify and respond to the learning needs of all students. All students are encouraged to express their views about their learning needs at all stages of their learning experience from the initial enrolment and induction stage. The RTO is committed to providing students requiring additional support, advice or assistance while training. To achieve this and to ensure the quality delivery of training and assessment, the RTO provides support services to improve and extend training outcomes. Students are advised to make an appointment with their trainer in the first instance, if required the student can then schedule an appointment with the RTO manager to discuss support services.

ADDITIONAL SUPPORT SERVICES

  • Learning Support
  • Assistance when applying for RPL or credit transfer
  • Whether or not specialist support equipment or personnel is required
  • Whether or not any reasonable adjustments need to be applied to suit the candidate context
  • Briefings on the assessment process, may be written or verbal. If verbal, must be looked up in writing
  • Provision or access to assistive technology
  • Additional tutorials to assist with learning
  • Assistance in using technology
  • Adjustment to equipment (i.e. change of study to support a student with a bad back)
  • Referral to LLN assistance
  • Mentoring
  • Referral to counselling services
  • Grievance /conflict resolution
  • Stress management
  • Access and equity issues
  • Client welfare and support

Genuine difficulties for a learner to complete a program in the allotted timeframe are to be brought to the attention of the RTO manager at the first available opportunity.

SH 19. Support services

Additional support service needs are recorded in the electronic student file. Is to be used by the RTO staff to record any counselling they may have undertaken with a student, including any discussion about providing extra support or referral to the Support Services List. One Stop Training provides adequate protection for the welfare of clients and, without limiting the ordinary meaning of such expression; this includes access to adequate and appropriate support services in terms of academic and personal counselling.

One Stop Training has provisions for language, literacy and numeracy assessment on request and clients’ needs in relation to language, literacy and numeracy are monitored through induction, enrolment and interviews. Other support includes skills recognition, flexible learning, tutoring, pre-assessment interviews and access to RTO staff.

RECORDS SHOULD REFLECT THE FOLLOWING

  • Discussions raised by students that may be of a concern, this may have been during class or individually.
  • Referrals to other Support Services that may have been advised or discussed with the student
  • Any discussion on disabilities that the student has disclosed, whereby they may need further assistance
Name and link  Contact

 Client Needs Addressed

Alcoholics Anonymous 1300 222 222 Email Clients who are/or have been affected by alcoholism
Australian Government Website Covers a broad range of assistive support including LLN
Adult Migrant English 1300 566 046 Contact Clients who have migrated and require assistance with LLN
Beyond Blue 1300 224 636 Contact For clients who are experiencing anxiety and/or depression
Eating Disorder Help Centre Contact To assist those experiencing issues with eating disorders
Kids Helpline 1800 551 800 Webchat Assisting children or people those concerned about a child
Lifeline Australia 13 11 14 Contact Those who may be in a crisis or at risk
Men’s Helpline Australia 1300 78 99 78 For male clients who have male related health issues
Physical disability Australia (02) 6567 1500 For clients who require assistance with their physical disability
Salvo Care Line 1300 36 36 22 For clients who require financial assistance or emergency care
Vision Australia 1300 84 74 66 Email For clients who require assistance due to vision impairment
Job Access 1800 464 800 Email Disability Employment through a variety of support services

SH 20. Access and equity

One Stop Group Pty Ltd actively supports and encourages people of all abilities to participate in training programs. All staff members are responsible for ensuring the access and equity to people of all abilities for all training provided by One Stop Group Pty Ltd.

SH 21. Training Duration and Volume of Learning and Delivery Strategies

AMOUNT OF TRAINING

One Stop Group Pty Ltd design courses specifically for students with little to no experience/exposure to industry that meet the suitability entry requirements to undertake study in their chosen unit of competence or qualification.

As individuals learn at different rates as well as through different modes, the course durations are carefully considered as to develop the required skills and knowledge for the qualification and target cohort and to allow sufficient time for Volume of Learning to be achieved. A volume of learning by nature can be achieved in a varied period of time. Not all trainees complete our programs in the same duration.  The duration can vary based on individual learning needs and circumstance, previous experience/skills recognition,  the number of units, the complexity of the units, and the cohort.

One Stop Group Pty Ltd may justify a shorter course duration by:

  • Conducting an existing skills evaluation prior to commencement. This will determine existing transferable skills and capacity to learn. The evaluation is retained as evidence.
  • Development of individual Training Plan outlining any additional support requirements, alternate methods of assessment and duration.
  • Recognition of previously held qualifications of similar context.
  • Credit transfer applied where applicable
  • Learning resources are accessible at orientation. This allows sufficient time absorb information prior to the commencement of the program
  • The use of clustered assessment tools removing repetitious delivery and over assessment.
  • Adopting a holistic approach to assessment focusing on whole activities rather than sub tasks or components of an activity form a single unit of competency.  Holistic assessment, underpinned by professional judgement, can reduce the time for assessment, and can promote greater equity in the assessment process.

Other considerations used to determine training duration:

  • The packaging requirements for the qualification undertaking.
  • The complexity of the units chosen to form the qualification.
  • Industry consultation regarding training duration.
  • Student engagement and retention over long durations.
  • Training contact hours and support of a qualified Trainer and Assessor are significantly greater than a traditional traineeship or apprenticeship.

Where it is identified that a student requires additional time to complete the program, One Stop Group Pty Ltd will allow the opportunity for the student to attend additional training sessions. Catch up/support days are also made available for these students to seek additional training and support. The students Training Plan will clearly identify the new time frames, milestones and support to be sourced or provided.

Participants who seek to complete the qualification within a shorter time are individually assessed to determine suitability, underpinning skills, industry exposure, existing knowledge and capacity to learn.

AQF VOLUME OF LEARNING INDICATORS

(Note these indicators are a starting point and many factors can affect the amount of training required).

Certificate I

0.5 –1.0 year

600–1200 hours

Certificate II

0.5–1.0 year

600–1200 hours

Certificate III *

1.0–2.0 years

1200–2400 hours

Certificate IV **

0.5–2.0 years

600–2400 hours

Diploma

1.0–2.0 years

1200–2400 hours

Advanced Diploma

1.5 – 2.0 years

1800 – 2400 hours

* Certificate III qualifications are often the basis for trade outcomes and undertaken as part of a traineeship or apprenticeship. In these cases, up to four years may be required to achieve the learning outcomes.

** Certificate IV qualifications are often either:

  • Shorter duration specialist qualifications that build on existing skills and knowledge
  • Longer duration qualifications that are designed as entry level requirements for specific work roles.

DELIVERY STRATEGIES

A range of delivery strategies can be offered to provide the relevant and most effective training solution. When designing the structure of a training program, the way in which a course will be delivered may influence the amount of training to be provided.

Delivery strategies can include:

Local class: This category relates to classes held on a common campus in a local classroom situation. Students attend classes at scheduled times and are presented with subject material by a Trainer. The local organisation permits extensive interaction between lecturer and students.

Remote class: This category differs from local class organisation only in that the students are located in one or more remote sites, connected by some form of communications system (such as video-conferencing or tele-conferencing). The strategy is generally used to extend the classroom to students for whom attendance at the main site is not practical. Interaction between lecturer and students is dependent on the technology employed.

Self-paced scheduled: This category relates to self-paced learning. This refers to scheduled class organisation in which the learning is directed through self-paced materials with assistance available from a tutor. Students attend classes at scheduled times and progress at their own pace using print-based or computer-oriented materials. Typically, assessment is on demand and is often competency-based.

Self-paced unscheduled: This category relates to a form of self-paced learning in which the student has a variety of learning options. Attendance on campus is usually required only for guidance and progress monitoring, though there are typically substantial resource materials available on campus for students. Learning resources are essentially the same as those available through conventional self-paced learning. The term ‘open learning’ is often associated with this delivery strategy.

External/correspondence: This category relates to distance learning. It includes standard correspondence learning in which the students receive materials and assignments by post. Learning is directed by structured learning materials and is effectively self-paced. Communication between tutors and students is primarily in printed form via the mail system.

Workplace/experiential: This category relates to experiential learning and on-the-job learning. It will generally incorporate some degree of informal instruction as well as workplace experience.

Mixed delivery: This category relates to situations where more than one delivery strategy is used to deliver substantial components of a single module. For example, if a module combines local class delivery and regular workplace experience to present essential material to the client, then it should be classified as mixed delivery.

SH 22. Principles of assessment and the rules of evidence

Assessors are responsible for ensuring that all assessments are conducted in accordance with the principles of assessment and the rules of evidence. Principles of assessment are required to ensure quality outcomes. Assessments should be fair, flexible, valid and reliable as follows:

FAIR

Fairness requires consideration of the individual candidate’s needs and characteristics, and any reasonable adjustments that need to be applied to take account of them. It requires clear communication between the assessor and the candidate to ensure that the candidate is fully informed about, understands, and is able to participate in, the assessment process, and agrees that the process is appropriate. It also includes an opportunity for the person being assessed to challenge the result of the assessment and to be reassessed if necessary.

FLEXIBLE

To be flexible, assessment should reflect the candidate’s needs; provide for recognition of competencies no matter how, where or when they have been acquired; draw on a range of methods appropriate to the context, competency and the candidate; and, support continuous competency development.

VALID

There are five major types of validity: face, content, criterion (i.e. predictive and concurrent), construct and consequential. In general, validity is concerned with the appropriateness of the inferences, use and consequences that result from the assessment. In simple terms, it is concerned with the extent to which an assessment decision about a candidate (e.g. competent/not yet competent, a grade and/or a mark), based on the evidence of performance by the candidate, is justified.

It requires determining conditions that weaken the truthfulness of the decision, exploring alternative explanations for good or poor performance, and feeding them back into the assessment process to reduce errors when making inferences about competence.

Unlike reliability, validity is not simply a property of the assessment tool. As such, an assessment tool designed for a particular purpose and target group may not necessarily lead to valid interpretations of performance and assessment decisions if the tool was used for a different purpose and/or target group

RELIABLE

There are five types of reliability: internal consistency; parallel forms; split-half; inter-rater; and, intra-rater.

In general, reliability is an estimate of how accurate or precise the task is as a measurement instrument. Reliability is concerned with how much error is included in the evidence.

PRINCIPLES OF ASSESSMENT

  • Elements addressed (to levels as defined in performance criteria)
  • Knowledge evidence/required knowledge addressed
  • Performance evidence/required skills addressed
  • Assessment conditions/critical aspects of evidence addressed
  • Context and consistency of assessment addressed to appropriate AQF level
  • Assessment of knowledge and skills is integrated with their practical application
  • Assessment uses a range of assessment methods
  • Criteria defining acceptable performance are outlined for all instruments
  • Clear information about assessment requirements is provided (for assessors and students)
  • Allows for reasonable adjustment and provides for objective feedback
  • Considers dimensions of competency and transferability

Rules of evidence are closely related to the principles of assessment and provide guidance on the collection of evidence to ensure that it is valid, sufficient, authentic and current as follows:

VALID

Assessment evidence considered has direct relevant to the unit or module’s specifications.

SUFFICIENT

Sufficiency relates to the quality and quantity of evidence assessed. It requires collection of enough appropriate evidence to ensure that all aspects of competency have been satisfied and that competency canbe demonstrated repeatedly. Supplementary sources of evidence may be necessary. The specific evidence requirements of each unit of competency provide advice on sufficiency.

AUTHENTIC

To accept evidence as authentic, an assessor must be assured that the evidence presented for assessment is the candidate’s own work.

CURRENT

Currency relates to the age of the evidence presented by candidates to demonstrate that they are still competent. Competency requires demonstration of current performance, so the evidence must be from either the present or the very recent past.
Following is a guide to what should be in the assessment tools to meet the “Rules of Evidence”:

  • Validity Assessment evidence considered has direct relevance to the unit or
    module’s specifications
  • Sufficiency Sufficient assessment evidence is considered to substantiate a competency judgement
  • Authenticity Assessment evidence gathered is the learner’s own work
  • Currency Competency judgements include consideration of evidence from the present or the very recent past

In order to ensure that assessment activities/tasks meet the Principles of Assessment and the Rules of Evidence requirements, which includes meeting workplace requirements and to ensure the reliability and flexibility of assessment, all assessment activities/tasks must be validated.

SH 23. Recognition of prior learning

All students are eligible to apply for Recognition of Prior Learning (RPL). It may be granted as a result of identifying and assessing previous and current informal education and training, work experience and/or life experience and knowledge. Previous learning and the evidence supplied is measured against pre-determined performance standards contained within the Units of Competency.

To prepare for recognition of prior learning the student should indicate their decision to apply for recognition as soon as possible after the induction and orientation program.

PREPARING FOR RPL

  • In consultation with the trainer/assessor the student should:
  • Decide which units are to be recognised
  • Provide an Evidence Portfolio in line with agreed evidence plan
  • Undertake peer assessment or third party evidence

EVIDENCE MAY INCLUDE

  • Performance, demonstration, or skills test/assessment
  • Workplace or other pertinent observation
  • Oral presentation
  • Portfolio, logbook, task book, projects or assignments
  • Written presentation

RPL FEES

The cost of RPL is variable, as each case is unique and required evidence review, interviews and mapping. As a benchmark, a well prepared and thorough portfolio of evidence may cost $280 per unit. This is additional to any other applicable fees.

Before any RPL application is made, and after the initial interview, a cost estimate will be provided.

SH 24. RPL Kit

The RPL Kit is to be completed by students who wish to be given recognition for skills and knowledge that they may currently hold within a field or industry.

The application process requires the student to provide evidence of, or demonstrate, their current ability to perform the requirements of each of the performance criteria within the unit of competency of a qualification.

THE RPL PROCESS

  • Student to contact the RTO and advise that they wish to apply for RPL using the RPL Kit
  • RTO to supply the RPL Kit and explain the process for RPL
  • RTO to allocate an Assessor to contact the student to ensure that they understand the requirements of the evidence to be supplied
  • Student to submit to the Assessor all the required evidence and the completed RPL Kit
  • Assessor to review the RPL Kit and determine whether the student has the required skills and knowledge against each Unit of Competency

Once the eligibility of the student has been determined by the Assessor, the kit is to be forwarded to the RTO for Certificate issue.

SH 25. Cheating and plagarism

One Stop Group Pty Ltd will not condone cheating or plagiarism in any form and will ensure that these standards are upheld. Trainers must be diligent in reducing potential opportunities for cheating and plagiarism to occur by adhering to our policy on Cheating and Plagiarism.

DEFINITION OF CHEATING

Cheating is defined as obtaining or attempting to obtain, or aiding another to obtain credit for work, or any improvement in evaluation of performance, by any dishonest or deceptive means. Cheating includes, but is not limited to: lying; copying from another’s test or examination; discussion at any time of answers or questions on an examination or test, unless such discussion is specifically authorized by the instructor; taking or receiving copies of an exam without the permission of the instructor; using or displaying notes, “cheat sheets,” or other information devices inappropriate to the prescribed test conditions; allowing someone other than the officially enrolled student to represent same.

DEFINITION OF PLAGARISM

Plagiarism is defined as the act of using the ideas or work of another person or persons as if they were one’s own without giving proper credit to the source. Such an act is not plagiarism if it is ascertained that the ideas were arrived through independent reasoning or logic or where the thought or idea is common knowledge. Acknowledgement of an original author or source must be made through appropriate references; i.e. quotation marks, footnotes, or commentary. Examples of plagiarism include, but are not limited to the following: the submission of a work, either in part or in whole completed by another; failure to give credit for ideas, statements, facts or conclusions which rightfully belong to another; failure to use quotation marks (or other means of setting apart, such as the use of indentation or a different font size) when quoting directly from another, whether it be a paragraph, a sentence, or even a part thereof; close and lengthy paraphrasing of another’s writing without credit or originality; use of another’s project or programs or part thereof without giving credit.

EXAMPLES OF CHEATING

  • use notes or other resources without permission during formal testing
  • hand in someone else’s work as your own (with or without that person’s permission)
  • hand in a completely duplicated assignment
  • take work without the author’s knowledge
  • allow someone else to hand up your work as their own
  • use any part of someone else’s work without the proper acknowledgement
  • steal an examination or solution from a Trainer/Assessor.

IT IS NOT CHEATING TO

  • discuss assignments with your Trainer/Assessor or other students to understand what is being asked for
  • hand in work done alone or with the help of staff
  • get help to correct minor errors in spelling, grammar or syntax (sentence construction)
  • discuss assignment requirements and course materials so that you can better understand the subject (this is, in fact, encouraged)
  • submit one assignment from a group of students where this is explicitly permitted or required
  • use other people’s ideas where they are acknowledged in the appropriate way, such as referencing using footnotes, end notes or appropriate referencing

SH 26. Opportunity for improvement

A key process for managing continuous improvement throughout the RTO is through identifying Opportunities for Improvement, these can be improvements to Training and Assessment, Client Services or Management Systems.

EXAMPLES FOR IMPROVEMENT MAY INCLUDE

  • Training and Assessment:
  • Reviewing a Training and Assessment Strategy
  • Feedback on Training and Assessment
  • Industry Consultation
  • Assessment Validation
  • Internal Audits

CLIENT SERVICES

  • Opportunities for Improvement
  • Training Evaluation Form
  • Enrolment Agreement Forms
  • Internal Audit Reports
  • Complaints and Appeals Forms

MANAGEMENT

  • Quality and Compliance Meeting minutes
  • Review of Continuous Improvement Cycle
  • Conducting Annual Internal Audits

All staff and students are encouraged to complete an Opportunity for Improvement Form if they identify a system, process or procedure requiring implementation or improvement.
The implementation of the actions identified in the Opportunity for Improvement Form will be reviewed and discussed at Compliance Meetings. Following is the process for opportunities for improvement:

  1. An opportunity for improvement is identified
  2. An Opportunity for Improvement Form is completed, by outlining the details of the current weakness in the system, process, procedure or practice.
  3. In order to focus on the solution and not the weakness, the person who has identified the improvement is given the opportunity to also identity the “Action required for Improvement”. If they are not able to identify a solution, this will be given to the RTO Manager to resolve.
  4. Submit the Opportunity for Improvement Form to the RTO Manager.
  5. RTO Manager reviews the Opportunity for Improvement Form, and either reviews the suggested “Action required for Improvement” identified by the person who completed the form, or identifies what they believe the “Action required for improvement”.
  6. The RTO Manager enters the Opportunity for Improvement into the Opportunity for Improvement Register.
  7. RTO Manager either then delegates the Opportunity for Improvement to be actioned by another staff member, or undertakes the Action to be completed.
  8. Once Actioned and finalised, the Opportunity for Improvement Form is to be filed into the Opportunities for Improvement Register.
  9. The Opportunity for Improvement is reviewed at the monthly Quality and Compliance Meeting. Minutes from the Quality and Compliance Meeting are distributed to all Training and Administration staff so that they can review the opportunities identified.

SH 27. Academic records

At the completion of all the assessments and confirmation by your trainer and assessor that you are competent, a qualification will be issued in your name. One Stop Group Pty Ltd is required to have this qualification issued to you within 30 calendar days of you being deemed competent. If you have not completed the program, yet you have completed some units of Competency, a Statement of Attainment will be issued to you.

COURSE AWARD

To be eligible for an award (e.g. Certificate or Diploma) a learner must have completed all the program work and assessments as set out in the program outline for the course.

STATEMENT OF ATTAINMENT

If a learner progresses through their learning and completes any units of competency, and does not complete the course, a Statement of Attainment will be awarded for the units completed.

ACADEMIC HISTORY REPORTS

When a qualification has been completed the learners will also receive a transcript of their academic history which aligns to the units of competency (subjects) they have completed.

STATEMENTS OF ATTENDANCE

Statements of Attendance are supplied to students who decide not to proceed with the assessment component of a course but still require documented evidence of attendance, or for students who attend non-accredited training.

ACCESSING ACADEMIC RECORDS

As a Registered Training Organisation, we are obliged to provide you with timely access to your academic records. Following submission and marking of your assessments, your student records will be updated within 30 calendar days. Students are required to provide a written request to obtain a printout of their current records.

SH 28. Credit transfer

AQF Certifications issued by other Registered Training Organisations (RTO) are recognised by One Stop Group Pty Ltd.

In order to apply for a credit transfer, the student is required to complete the following:

  1. Request a credit transfer from your teacher or before enrolment
  2. Attach a certified copy of the authenticated VET transcript from the other RTO and highlight the units you wish to have applied to your current enrolment
  3. Submit completed “Credit Transfer Form” and VET transcript to the RTO
    Units are verified on www.usi.gov.au, only applicable if student completed the units after 1 January 2015
  4. The RTO in consultation with relevant Assessor will review and confirm whether student is eligible for Credit Transfer (CT)
  5. If the student is eligible, the result of CT should be applied to the unit within the Student Database
  6. The RTO to advise the student in writing of the outcome of the credit transfer application:
  • Student is eligible for CT and the result has been entered into the Database
  • Student is not eligible for CT and the reason why

Authenticated copies are to be certified by a Justice of the Peace or someone within the RTO can sight the originals and authenticate a copy.

SH 29. Unique student identifier

The Unique Student Identifier (USI) scheme, enabled by the Student Identifiers Act 2014, allows learners to access a single online record of their VET achievements. The scheme also allows for reliable confirmation of these achievements by employers and other RTOs.

Unless exempt, the RTO must only issue a qualification or statement of attainment to a learner after:

  • The learner has provided the RTO with a verified USI, or
  • The RTO has applied for a USI on the students’ behalf.

A USI gives you access to your online USI account, which is made up of ten numbers and letters. It will look something like this: 3AW88YH9U5. A USI account will contain all your nationally recognised training records and results from 1 January 2015 onwards. Your results from 2015 will be available in your USI account in 2016. When applying for a job or enrolling in further study, you will often need to provide your training records and results. One of the main benefits of the USI is that you will have easy access to your training records and results throughout your life. You can access your USI account online from a computer, tablet or smart phone anywhere and anytime.

DO YOU NEED A USI

You will need a USI when you enrol or re-enrol in training from 1 January 2015 if you are:

  • student enrolling in nationally recognised training for the first time, for example if you are studying at TAFE or with a private training organisation, completing an apprenticeship or skill set, certificate or diploma course; or
  • school student completing nationally recognised training; or
  • student continuing with nationally recognised training.

You are a continuing student if you are a student who has already started your course in a previous year (and not yet completed it) and will continue studying after 1 January 2015.

Once you create your USI you will need to give your USI to each training organisation you study with so your training outcomes can be linked and you will be able to:

  • view and update your details in your USI account;
  • give your training organisation permission to view and/or update your USI account;
  • give your training organisation “view access” to your Record of Results;
  • control access to your Record of Results; and
  • view online and download your training records and results in the form of a Record of Results which will help you with job applications and enrolment in further training.

If you are an international, overseas or an offshore student please visit usi.gov.au for more information. While students may create their own USI, our RTO is also able to create USIs for our students. As a part of the enrolment process we have included on the Enrolment Agreement Form a section for the student to provide their USI, if you do not have a USI in place, please review the USI Privacy Notice so that we can apply for a USI on the students’ behalf. For more information, please refer to this USI Fact Sheet.

ENROLMENT PROCESS FOR USI

All clients are to complete an Enrolment Agreement Form, which includes a section for the student to provide their USI. RTO to verify the USI supplied by the student before visiting

If the student does not currently have a USI, the RTO can apply for a USI on their behalf, by providing the following forms of ID to the RTO:

  • Driver’s Licence
  • Medicare Card
  • Australian Passport
  • Visa (with Non-Australian Passport) for international students
  • Birth Certificate (Australian)
  • Certificate of Registration by Descent
  • Citizenship Certificate
  • Immi Card (international students)

Completed enrolment forms are entered into the Student Management Database creating a client record within the database. The client record will be retained within the Student Management System with all records of attainments in an accessible format for a period of thirty (30) years. Where a qualification or statement of attainment is recorded in the USI scheme, no additional records are required to be kept, as the records required will exist within the USI scheme.

SECURITY OF YOUR USI

The RTO will ensure the security of USIs and all related documentation for verifying the student identity, all personal information collected solely for the purpose of applying for a USI on behalf of a student will be destroyed in manner that will keep all personal information confidential, this includes digital and hard-copy of records.

The following process is in place for ensuring the security of a student’s USI:

  • Only authorised personnel will have access to a student’s personal information, for both hard copy and electronic records
  • All student records, including evidence collected for verifying the students record, are stored in locked area within the head office
  • All hard copy documents are destroyed via a secure document destruction provider
  • Strong passwords on all network-connect computers are in place, which is only accessible by authorised personnel
  • An electronic firewall to accessing records is maintained at all times
  • Back-up copies of the database is automatic as the Database is cloud based.

SH 30. Complaints policy

PURPOSE

The RTO has a complaints process open to all students, clients, employees and other persons that treats all complaints in a fair and equitable manner based on procedures that are appropriate, accessible and easily understood.

The RTO has a duty of care in ensuring students study in a happy environment, free of coercion, unfair treatment or harassment.

DEFINITION

A complaint would generally be directed at the general performance of RTO or its Staff in the delivery of our services.

POLICY

Despite all efforts to provide satisfactory services to its students, clients, employees and other persons, complaints may occasionally arise that require formal resolution.

It is our goal to ensure that all complaints are resolved promptly, objectively and with complete confidentiality as well as ensuring the views of each complainant and respondent are respected and that each party to a complaint is not discriminated against nor victimised.

NATURE OF COMPLAINTS

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

  • The enrolment, induction/orientation process
  • The quality of education provided
  • Training and assessment matters, including student progress, assessment, curriculum and awards in a course of study
  • Access to personal records
  • Decisions made by the RTO
  • The way someone has been treated.

RESOLVING ISSUES BEFORE THE BECOME A COMPLAINT

In the first instance, persons are encouraged, wherever possible to resolve the situation(s) directly with the individual or department the complaint is directed at, to rectify the situation before being escalated to a formal complaint. Where possible complaints are managed and resolved informally, however if the situation cannot be managed informally the person can submit a formal complaint in writing as per the following process.

LODGING A COMPLAINT

A complaint must be made in writing and specify the particulars of the situation in dispute using the form located here, or alternatively this form can be forwarded to the individual by request. Complaints must be lodged within 28 days of the situation in question. The form is to be sent to training@onestopgroup.com.au

The following procedure shall be followed when a complaint is received:

  • A complaint is received by the RTO and is immediately recorded into the RTO’s Student Management System against the student record and a case is opened.
  • Persons lodging complaints in other forms such as phone or email are to be provided with the complaints form and advised of the correct format for submission.
  • The complaints form is to be forwarded to the Operations Manager who is to review the matter and make recommendation as to how to respond. The Operations Manager may choose to consult with others within the RTO or relevant agencies external to determining his or her recommendations.
  • The Operations Manager may choose to make inquiries about the matter or may task another person to research the matter against relevant policies.
  • The Operations Manager is to consider the application for a complaint on the basis of procedural fairness. In most cases, this should include careful examination of the RTO’s internal systems, policies and or processes, the associated information and or communication the student has been provided with, that has led to the complaint in question.
  • The Operations Manager is to finalise and provide a response within 20 working days from when the complaint is received.
  • The CEO will be notified of all complaints and dependent on the nature of the complaint, it may escalate to the CEO for resolution.
  • The response to the complainant must include information that demonstrates that the complaint was thoroughly reviewed and what actions and outcomes have been identified as a result of this process.

OPPORTUNITIES FOR IMPROVEMENT

Opportunities for improvement that are identified as a result of the complaint are to be recorded and submitted for the next Management meeting. The Operations Manager may, at their discretion, follow-up with the complainant after consideration by the RTO investigation team to inform the complainant of the improvement actions identified.

If the complainant is satisfied with the response, the complaint is to be closed. If the complainant is not satisfied with the response, the complainant is to have the opportunity for a person or a body that is independent of the RTO to review his or her complaint following the internal complaints process. The complainant is however required to meet their own costs in relation to travel, time and in preparing any submission to an independent person or body.

At the conclusion of the review, decisions or outcomes of the complaint process that find in the favour of the complainant or otherwise shall be implemented immediately.
The student management system is to be kept up to date at all times to accurately reflect how the matter was responded to and the duration from the date the complaint was received to the date the complaint was resolved.

RESOLUTION TIMEFRAME

All formal complaints will be responded to efficiently within twenty (20) days or as soon as practicable. However, in some cases, particularly if the matter is complex, the resolution may take longer.

Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO:

  • informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required
  • regularly updates the complainant or appellant on the progress of the matter.

If the Complainant remains unsatisfied with the outcome of the mediator’s decision, then they may contact the Australian Skills Quality Authority (ASQA).

ASQA COMPLAINTS

Before you submit a complaint to ASQA, please be aware that ASQA can consider your complaint more effectively if you provide all the required information. Show you have exhausted your provider’s formal complaints process:

  • When submitting your complaint, you will be required to provide evidence that you have attempted to resolve your complaint through One Stop Group Pty Ltd internal complaints process.
  • Be aware that anonymous complaints can be less effective.
  • While ASQA can investigate anonymous complaints, we won’t be able to contact you to request more information.
  • When describing your problem, be specific. Include dates and times, venues, and the names of people involved.
  • Only include details relating to your complaint.
  • Provide evidence to support your complaint. This might include emails from your provider about the outcome of its investigation of your complaint, screenshots from a website, or course materials.

UNDERSTANDING ASQA’S ROLE

ASQA accepts complaints as a way of gathering information about training providers. ASQA uses this information to target its resources at the providers that pose the greatest risk to the quality of Australia’s vocational education and training sector. ASQA’s role does not include providing a student advocacy service.

RECORD KEEPING AND CONFIDENTIALITY

A written record of all complaints handled under this policy and procedure and their outcomes shall be maintained for a period of at least five (5) years to allow all parties to appeal appropriate access to these records.

All records relating to complaints will be treated as confidential and will be covered by the RTO’s Privacy and Personal Information Policy.

NON-LIMITATION POLICY

This policy and related procedure do not replace or modify those or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in this policy and related procedure limits the rights of individuals to take action under Australia’s Consumer Protection laws. Also, this policy does not circumscribe an individual’s rights to pursue other legal remedies.

EXTERNAL ASSISTANCE

All students, clients, employees and other persons are able to lodge an external complaint with the Training Ombudsman.

SH 31. Assessment appeals policy

A Client may appeal their assessment by completing a Corrective Action Form and lodging it with within 5 working days of assessment on the grounds that the assessment was not:

  • Valid: Means that the assessor assesses only what is necessary for the demonstration of competence.
  • Reliable: Means that another assessor looking at the same evidence would arrive at the same conclusion.
  • Flexible: Means that each individual is provided with the opportunity to present evidence in a variety of ways.
  • Fair: Means that the process is transparent and equitable.

The Appeals process will then be completed in accordance with the Complaints and Appeal Policy.

SH 32. Fee protection policy

Prepaid fees include all fees paid in advance from individual leaners and prospective students. These requirements do not apply to employers engaging the RTO to provide training/assessment to its staff.

Fees include all fees that the student is required to pay to complete the course, this includes:

  • Enrolment/Administration Fees
  • Tuition Fees
  • Fees for materials, including text books
  • Any other fee component that is a mandatory fee to complete the course
  • The RTO will ensure that all fees are clear and transparent on this website

THRESHOLD PREPAID FEE

The RTO requires a minimum deposit, which will not exceed $1,500 per individual student, prior to course commencement. All fees are visible on our website. If the full course fees are below $1,500, the full fees may be required prior to course commencement.

The RTO does not deliver any courses where a student is required to pay course fees in excess of $1500. In the event this should change, the following shall apply.

If the RTO is unable to provide services for prepaid services, the RTO will place the student into an equivalent course such that:

  • The new location is suitable to the student
  • The student receives the full services for which they have prepaid at no additional cost to the student; or
  • Students will be paid a refund of any prepaid fees for services yet to be delivered above the threshold prepaid fee amount.
  • The RTO will not collect more than $1500 prior to course commencement and progress payments will not exceed $1500 instalments throughout the course.
  • If course fees are more than $1500, progress payments will not exceed $1500 and the remaining course fees will be evenly distributed across the duration of the course delivery.

FEES DO NOT INCLUDE

Fees relating to issuance of high risk work licences

SH 33. Insurance

The RTO maintains public liability Insurance throughout its registration with adequate cover suitable for the RTO’s size and scope of registration, which is generally set as $10,000,000. A Certificate of Currency can be found here.

The CEO is responsible for ensuring that sufficient cover is in place to cover the usual risks associated with the operations of an RTO including coverage for training and assessment activities. Other insurances relevant to the RTO’s operations include:

  • Workers Compensation Insurance
  • Professional indemnity

SH 34. Legislative and regulatory requirements

STATUTORY EDUCATION LICENCE

Provisions under Part VB of The Copyright Act 1968 allow all educational institutions to copy and communicate third party material to distribute to students, within the limitations of the Statutory Education licence. The Copyright Agency Ltd (CAL) administers the Statutory Education licence on behalf of the Attorney General’s Department. Any RTO electing to rely on this licence is legally allowed to introduce a wide variety of material into its training environment, both in hardcopy and digital format, without having to obtain direct permission from the owner.

It facilitates compliance and good governance across the industry, while at the same time ensuring the freedom and flexibility of sharing information without infringing copyright legislation. Without this licence an educational institution is generally not allowed to reproduce any third party material from any source, other than where there is a direct licence/subscription in place, or permission has been granted by the creator of the work.

RTO’S ARE REQUIRED TO COMPLY WITH THESE STANDARDS

National Vocational Education and Training Regulator Act 2011 or equivalent legislation covering VET regulation in a non-referring State as the case requires

VET QUALITY FRAMEWORK

Note – the National Vocational Education and Training Regulator Act 2011, or equivalent legislation covering VET regulation in a non-referring State, provides the VET Regulator with the powers necessary to carry out its functions. Nothing in these Standards may be read as limiting or diminishing those powers.

All employees, including contractors, of One Stop Group Pty Ltd are required to comply with the regulatory requirements of these standards across the RTO’s operations and scope of registration.

Compliance with the Standards includes ensuring that training products delivered by the RTO meets the requirements of training packages or VT accredited courses, and have integrity for employment and further study and ensure that the RTO operates ethically with due consideration of learners’ and enterprises’ needs.

AUSTRALIAN QUALIFICATIONS FRAMEWORK (AQF)

Applicants and RTOs are required to comply with the Australian Qualifications Framework (AQF), in particular when developing materials or writing Training and Assessment Strategies.

The AQF is the quality assured national framework of qualifications in the school, vocational education and training, and higher education sectors in Australia. The AQF Handbook outlines the requirements for setting up Certificates and Testamurs.

DATA PROVISION REQUIREMENTS

The Data Provision Requirements 2012 outlines the requirements for applicants and registered training organisations (RTOs) to capture and provide data to the regulatory body. The data required relates to registration and performance information, including quality indicator data and information derived from the Australian Vocational Education and Training Management of Information Statistical Standard (AVETMISS).

The Australian Vocational Education and Training Management Information Statistical Standard (AVETMISS) for VET providers is a national data standard for VET providers that ensures the consistent and accurate capture of VET information about students, their courses, units of activity, and qualifications completed. It provides the mechanism for national reporting of the VET system.

For a copy of the AVETMIS Standard go here and select Statistical Standards – VET Providers. The Data Provision Requirements require relevant applicants and RTOs to show that they have adequate systems to capture and report on this data against the agreed quality indicators.

SH 35. Workplace health and safety

One Stop Group Pty Ltd is committed to providing and maintaining a safe and healthy environment for the benefit of all clients, visitors and employees. The RTO monitors and maintains the appropriate Workplace Health and Safety levels and obligations under the Federal and State rules and regulations. If students have any concerns or notice a condition or practice that seems unsafe, it is important that it is brought to the attention of the RTO management this generally occurs through the Trainer / Assessor.

DUTIES OF STUDENTS

A person at a workplace (whether or not the person has another duty under this Part) must:

  • take reasonable care for his or her own health and safety, and
  • take reasonable care that his or her acts or omissions do not adversely affect the health and safety of other persons, and comply, so far as the person is reasonably able, with any reasonable instruction that is given by the person conducting the business or undertaking to allow the person conducting the business or undertaking to comply with WHS rules and regulations

WHS INCIDENT REPORT

The WHS Incident Report is utilised to record injuries and incidences that occur within the RTO/workplace and must be completed whenever an injury or incident is identified. The form collects data on the incident, personal details of the person who was injured and further action to be undertaken.

In the incident of a student injury, it is the responsibility of the Trainer/Assessor to complete the form with all the relevant details. In the incident of a staff member being injured, it is the responsibility of Administration Staff to complete the form with all the relevant details. All staff and students are required to be safety aware and report all incidents, including an identified hazard or an injury that has occurred on the RTO premises or whilst on work placement. These should be either reported to your trainer or to the administration office at the RTO.

The following procedure should be followed when reporting an incident after the event and when the area/person has been declared safe:

All incidences will be subject to immediate review by the Operations Manager.

HAZARD IDENTIFICATION

Everyone is responsible for identifying and reporting hazards, which includes students, sub-contractors and employees of the RTO. If you identify a hazard, please report it to either your RTO Manager or the administration office. You will be required to complete either an WHS Injury Report Form or a Hazard Identification Report Form.

SH 36. Emergency procedures

An emergency situation may be described as an incident that has the potential to cause loss of life or serious injury to personnel, or major damage to equipment or property. An emergency situation develops suddenly and unexpectedly and requires immediate action to bring under control.

In the event of an emergency, if practical, save human life or prevent the emergency from escalating only of trained to do so. Emergency evacuation for each facility will be explained at induction. Your teacher is familiar with emergency procedures, and their direction shall be sought and followed in the first instance. Any site specific procedures and signage must be followed.

SH 37. Behaviour

BEHAVIOUR

We expect that fair and equitable treatment is a reciprocal arrangement and as such have documented guidelines for management of inappropriate student behaviour.

FIRST INSTANCE

Students will be asked to cease any behaviour considered inappropriate either by trainers, assessors, the workplace or other students. If student behaviour has offended, then it will be considered offensive and is therefore inappropriate.

SECOND INSTANCE

Failure to desist will result in a second request for behaviour to cease and may include temporary and short-term ejection to allow for reflection and cooling off and/or written advice. These interventions will be used at trainer/assessor discretion.

THIRD INSTANCE

Failure to cease inappropriate behaviour will result in ejection from class for the day. We reserve the right to permanently eject students for ongoing inappropriate behaviour without refund. This decision will be made on a case-by-case basis considering evidence and level of inappropriate behaviour.

SH 38. First Aid

Please inform your trainer, or our administration team upon enrolment or arrival of any medical conditions such as allergies. One Stop Group Pty Ltd requires all trainers and assessors to be First Aid qualified. Please consult your trainer or assessor for assistance.

In the event of emergency assistance being required, an ambulance will be called on your behalf. Injuries or accidents should be reported to a member of staff immediately and recorded.

SH 39. Copyright

The copyright Act 1968 is an Act relating to copyright and the protection of certain performances, and for other purposes. For more information regarding the Copyright Act 1968 visit https://www.legislation.gov.au/. Students and staff need to be aware that photocopying of text books and assessment tools may be in breach of the Copyright Act. All material and documents issued by One Stop Group Pty Ltd remain the property of The RTO, in material and content. Reproduction, or dissemination of material is not permitted.

One Stop Group Pty Ltd takes its intellectual proprterty rights seriously, and reserves the right to take action where IP and/or Copyright protections have, or appear to have been breached.

SH 40. Working with children check

All Trainers and Assessors are required to undertake a Working with Children Check prior to commencing training and assessment if they will be delivering to students under the age of 18 years.

SH 41. Video and photographs

Video camera surveillance operates across One Stop Training sites and is to prevent risks to health and safety, the investigation of criminal offences and to ensure compliance is met for any high-risk assessment. Footage will only be accessed by persons authorised to do so. Should an incident occur, footage may be provided to Workplace Health and Safety and/or the Queensland Police Service for law enforcement purposes. Information will not be given to any other person or agency unless authorised or required by law. Photographs of student activities may be required for assessment evidence.

9
Training centres in South East Queensland

Beenleigh

Ph: 1300 556 387

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Eagle Farm

Ph: 1300556387

7/231 Holt St, Eagle Farm QLD 4008, Australia

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Ipswich

Ph: 1300 556 387

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Molendinar

Ph: 1300 556 387

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Murarrie

Ph: 1300 556 387

28 Goodman Place, Murarrie QLD, Australia

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Murarrie – Certificate Course

Ph: 1300556387

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Pine Rivers

Ph: 1300556387

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Richlands

Ph: 1300556387

293 Orchard Road, Richlands QLD, Australia

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Southport

Ph: 1300556387

4/126 Scarborough Street, Southport QLD, Australia

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We engaged One Stop Training due to their professionalism and industry experience. They could identify and rectify compliance and safety matters our facility. To this day they continue to work closely with us on our commitment and provide training, compliance advice and support to our staff that are involved in the operation of high risk plant.

— Phil Reaper, State Operations Manager Qld

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