Consumer Protection Policy

Purpose

The Consumer Protection policy ensures that students of AbSec Learning & Development Centre (LDC) are provided with information regarding their rights, course
fees, payments and refunds, complaints and assessment appeals, training and delivery expectations, additional student support and feedback processes according to the National VET Regulator Standards and Funded Training Contract conditions.

Student rights and responsibilities

AbSec LDC recognises that students have the right to:

Expect AbSec LDC to provide training of a high quality that recognises and appreciates their individual learning styles and needs in order to achieve competency.
Have access to the College’s services.
Have their prior learning, acquired competencies, and experience appropriately recognised in determining their requirements for training and assessment.
Be advised of the learning and prescribed assessment tasks for the training program their choice, prior to its commencement.
Appeal for a review of results of an assessment.
Expect to achieve the published learning from their training program, if they, in turn, devote the necessary time and diligence to it.
Expect a clear and accessible feedback and consumer protection system, including a designated and identified consumer protection officer.
Have access to procedures for protecting consumers’ personal information.
Have access to established, documented and accessible consumer feedback and complaints handling policies and procedures.
Be made aware of these pathways for resolving or escalating complaints.
Expect that the quality of the training meets the standards, regulations and requirements set down by the Australian Skills Quality Authority (ASQA).
Be informed about the collection of personal information and be able to review and correct that information.
Learn from fully qualified, competent and diligent trainers whose responsibility is to address students’ learning needs, assist them to achieve the course and assess their students’ work fairly.
Learn in an appropriately appointed, safe learning environment, free from harassment and discrimination.
Be treated with dignity and fairness.
Expect that AbSec LDC will be ethical in their dealings, their communications and their advertising.
Expect that AbSec LDC will honour their duty of care.
Efficient handling of administrative matters and in the processing of fees, concessions, refunds etc.
Privacy and confidentiality, and secure storage of student records in accordance with college policies, to the extent permitted by law.

The AbSec LDC Consumer Protection Officer is Training Administration Coordinator Muneeba Ravat.

Students are responsible for:

Understanding and accepting the enrolment conditions for the courses they undertake.
Providing accurate information about themselves at time of enrolment, and to advise AbSec LDC of any changes to their address or phone numbers within 7 days.
Paying all fees and charges associated with their course and providing their own course requirements where notified.
Recognising the rights of staff and other students to be treated with dignity and fairness, and behaving in an appropriate and acceptable manner towards them.
Regular and punctual attendance at workshops and online sessions.
The security of their personal possessions while attending a course.
Promptly reporting all incidents of harassment or injury to the Student Complaints Officer.
Respecting the LDC property and observing guidelines and instructions for the use of equipment.
Seeking clarification of their rights and responsibilities when in doubt.
Abstaining from bullying, harassing, and any other unlawful activity or behaviour whilst on AbSec LDC property or engaged in a college-controlled or sponsored activity.
Behaving in a responsible and ethical manner.
Observing anycCollege policy, process or guideline to which all staff or students are subject.

Course fees agreement

The AbSec LDC’s ‘Letter of Offer’ is transparent, expressed in plain language, legible and clear and clearly states:

The client’s cooling-off and termination rights.
The full terms of the agreement.
The total fees payable, including fees for all additional items.
AbSec LDC:
• Registered Training Organisation (RTO) identifier
• Business address; and
• Email address.

Student fees, payment and refunds

Fees are levied on all courses, details of which are contained in the relevant course information. The AbSec Finance Department is responsible for ensuring that fees paid in advance are accounted for in a separate financial control centre, and are clearly identified within the student record management system. All fees for short courses costing up to $1,000 are paid at the time of enrolment. Students enrolling in full courses are requested to pay $1,000 at the commencement and further payments of amounts and at times arranged as set out in individual payment plan, until full course has been paid. The AbSec LDC Fees and Refund Policy is fair and equitable and in accordance with policy and procedures as set out in the College’s Quality Management System.

Refunds are issued when:

A student provides written notice of withdrawal more than 48 hours prior to commencement of course.
Review of Credit Transfer indicates that the student does not have to undertake the course/part course.
A student is unable to attend due to extended hospitalisation/illness, and/or pregnancy/childbirth.

Refunds are not issued when:

Changes occur in student work hours.
It becomes inconvenient for a student to travel to class.
A student moves interstate.
A student leaves before finishing course/unit of competency.
A student is expelled from AbSec LDC for a serious breach of discipline.

If a student withdraws from a course and supplies the LDC with written notification of more than 28 days before the course commencement date, course fees less the non-refundable deposit will be paid.

Students have the right to take further action under the Australian Consumer Law.

As a general rule, no refunds will be payable after the commencement of a course, however, exceptions will be considered on a case-by-case basis. Requests for refunds must be made using Student Refund Form.

AbSec LDC will make payment of all refunds within 4 weeks of receipt of a written application for refund. Refunds will be made to the person who entered into the contract with AbSec LDC.

Refunds paid if AbSec LDC defaults:

If AbSec LDC or a contracted third-party closes/ceases trading or cannot deliver the agreed training and/or assessment for whatever reason all monies owed to a student will be refunded in full. AbSec LDC will also produce and issue any outstanding Statements of Attainment for the student. This agreement does not remove the right to take further action under Australian Consumer Law.

View all AbSec Learning & Development Centre policies

Assessment

All assessments conducted by AbSec LDC will be guided by the following directives as listed in the Competency Standards for Assessment outlined in The Training and Assessment Training Package (TAE40116).

Competency – Assessment will be undertaken in accordance with the college’s competency based assessment.
Validity – Assessment methods will be valid, that is, they will assess what they claim to assess.
Reliability – Assessment procedures must be reliable, that is, they must result in consistent interpretation of evidence from the learner and from context to context.
Fairness – Assessment procedures will be fair, so as not to disadvantage any learners. Assessment procedures will:
• Be equitable, culturally and linguistically appropriate.
• Involve procedures in which criteria for judging performance are made clear to all participants.
• Employ a participatory approach.
• Provide for students to undertake assessments at appropriate times and where required in appropriate locations.
Flexibility – Assessment procedures must be flexible, that is, they should involve a variety of methods that depend on the circumstances surrounding the assessment.

Assessment Appeals Policy

If a student is not satisfied with the outcome of an assessment they may appeal the decision and request a review of the decision within 20 days of receiving the assessment outcome.

The appeals procedure is as follows:

The AbSec LDC Manager receives the appeal from the student in writing.
The AbSec Course Coordinator will acknowledge the complaint within 3 days, and processing of the complaint will commence.
The AbSec LDC Manager will speak to the assessor to request a review of the evidence based on the student’s request.
In consultation with the Management Team and any other relevant stakeholder, the AbSec LDC Manager will consider the issue based on the evidence provided and any evidence or statements from staff members or others involved in the issue.
Students appealing an assessment outcome are welcome to bring a third-party to any interview or discussion relating to the appeal.
If the issue cannot be resolved within this timeframe the Course Co-ordinator will update the complainant within 10 working days of the status of the complaints process and advise an estimated date for resolution. At all times AbSec LDC Manager will securely maintain the security of the records of all appeals and their outcomes. Corrective action will be undertaken to identify systemic causes of the complaints and appeals to eliminate or mitigate the chance of reoccurrence.

Reasonable adjustment

Assessment tasks may be subject to ‘Reasonable Adjustment’ where a student has a specific disability or special need. Adjustments are measures or actions taken in order to provide substantive equality for students with a disability. The obligation on AbSec LDC to implement any adjustments is subject to provision by the student, of timely and relevant advice of the student’s individual requirements. In determining the reasonableness of an adjustment to assessment, the vocational and professional outcomes of the course must be considered in order to ensure assessment decisions are appropriate.

Extensions

It is the student’s responsibility to ensure that assignments are submitted to the respective lecturers in class, when that is required, and to ensure that the trainer has received the assessment. In the case of absenteeism due to sickness or misfortune, it is the student’s responsibility to ensure that the assessment reaches the College. When submitting an assessment electronically, students must also submit the original assessment within one week. Students will have to pay an additional fee if they submit an assessment later and after results have been issued.

More information regarding additional fees can be found in the Student Handbook.

Disadvantaged students

Disadvantaged students may include those people who are eligible for a ‘Needs Loading’ including Australian Aboriginal or Torres Strait Islander people, people with a disability and individuals who are long term unemployed. However, AbSec LDC may identify other students who are also disadvantaged for a variety of reasons. AbSec LDC will make all reasonable effort to make adjustments to support the special needs of disadvantaged students and will keep the student informed as to how we will plan, deliver and assess training to take into account these special needs. If AbSec LDC does not have the resources to offer a student with special needs the support they require, AbSec LDC will:

Make adjustments to accommodate the special needs; or
Assist the student in locating another Provider who can offer ‘Subsidised Training’ that has the necessary resources. At all times we will comply with the Disability Standards for Education.

Additional student support

AbSec LDC wishes to ensure that all students are supported in their studies to the fullest extent possible.

Mentors
Mentoring is a support mechanism AbSec LDC uses in order to enhance and maintain the student’s learning experience. The aim of the mentoring system is to assist the students to reach their full potential and to perform to the best of their ability in all areas: academic, professional and personal.

The mentoring sessions aim at enhancing the development of graduate attributes. Each student is assigned a mentor whose aim is to guide and facilitate the self-direction of the student in a setting of trust and confidence.

Language, Literacy and Numeracy (LLN)
AbSec LDC aims at all times to provide a positive and rewarding learning experience for all of its students. The enrolment form requests provision of information regarding each student’s LL&N requirements or any other special learning needs. AbSec LDC will assess students at interview to ascertain suitability for enrolment into a course.

In the event of LL&N becoming an issue, AbSec LDC Manager will contact the student to discuss their requirements. Students must ensure that they have discussed with the AbSec LDC Manager any concerns they may have about their capacity to participate because of any language, literacy or numeracy difficulties.
The LDC will make every effort to ensure that each participant is adequately supported to enable them to complete their training. Some examples of the type of support that the LDC can offer include:

Providing students only essential writing tasks.
Consideration of the use of group exercises so that the responsibility for writing rests with more than one person.
Provision of examples and models of completed tasks.
Ensure that documents and forms are written and formatted in plain English.
Use of clear headings, highlighted certain key words or phrases and provided explanations of all technical terms used.
Assessments can be conducted using the interview technique where required.
Present information in small chunks.
Speak clearly, concisely and not too quickly.
Give clear instructions in a logical sequence.
Give lots of practical examples.
Encourage students to ask questions.
Ask all questions to ensure students understand.
Ask students to identify in words, what the exact problem is and how they might solve it.
Show students how to do the calculations through step-by-step instructions and through examples of completed calculations.
Help students to work out what maths/calculations/measurements are required to complete the task.
Encourage the use of calculators (if applicable) and demonstrate how to use them.

Withdrawals

If a student wishes to withdraw from a course prior to completion of the normal expected training period offered, notice must be given in writing. As a general rule, no refund will be payable after the course has commenced, however, exceptions will be considered on a case-by-case basis. Further Information is available in Fees and Refund Policy.

Students will be issued with a nationally recognised ‘Statement of Attainment’ for any units in which the student has been assessed as competent as recognition of completion of those units of study.

Transfers

If a student wishes to transfer from a course to another RTO the request must be given in writing. If the reason for transfer is related to the College’s ability of training and delivery, AbSec LDC will endeavour to resolve any perceived issue. If the transfer request is for another reason AbSec LDC will assist the student to find another suitable RTO or refer the student to state Training Services.

The student will be issued with a nationally recognised ‘Statement of Attainment’ for any units in which the student has been assessed as competent as recognition of completion of those units of study and return all completed assessments and give the student a copy of the updated training plan AbSec LDC will ensure that the student is aware of the implications of student fees including the AbSec LDC Refund Policy.

Deferral

If a student wishes to defer from a course the request must be given in writing, Special Consideration Form must be completed. The student will be issued with a nationally recognised ‘Statement of Attainment’ for any units in which the student has been assessed as competent as recognition of completion of those units of study and return all completed assessments and give the student a copy of the updated training plan. AbSec LDC will ensure that the student is aware of the implications of payments of the student fees.

Privacy

AbSec LDC is committed to protecting other people’s personal information, in accordance with the Australian Privacy Principles, Privacy Act 1988, the Privacy and Personal Information Protection Act 1998 (NSW) and the Privacy Amendment (Private Sector) Act 2000.

AbSec LDC, as part of its normal operations, collects personal information from staff and students. All students, trainers and staff are permitted access to view their personal information if requested, free of charge. Students who request a copy of their record may be charged a nominal fee. Personal information, including contact details, course enrolment details and changes can be disclosed without student consent where required by law or if deemed appropriate by the Management Team.

Quality and compliance

The AbSec Chief Executive Officer, and LDC Manager are responsible for the application of this policy.
AbSec LDC approach to Consumer Protection technically covers the requirements under the Smart and Skilled Contract as advised by a representative of Training Services NSW.
This policy will be reviewed and updated every three years by the RTO Manager to ensure the quality and relevance of its content and to maximise the effectiveness of its application to both the students and the needs of the industry.

The following legislation and compliance regulations apply to this policy: