Our Policies

Site n Scope Training is committed to maintaining a strong and transparent set of Polices and Procedures

At Site n Scope Training we are committed to ensuring that the training and assessment environment and our workplace are free from discrimination and harassment. All employees, contractors and clients are made aware that discrimination and harassment will not be tolerated under any circumstances. In the event that discrimination and harassment is found to have occurred, disciplinary action will be taken against any employee or contractor who breaches this policy.[1] Suspected criminal behaviour will be reported to police authorities immediately.

By implementing this policy we strive to achieve the following objectives:[2]

• Create a working environment which is free from discrimination and harassment and where all employees, contractors and clients are treated with dignity, courtesy and respect;
• Implement training and awareness raising strategies to ensure that all parties know their rights and responsibilities;
• Provide an effective procedure for complaints based on the principles of natural justice;
• Treat all complaints in a sensitive, fair, timely and confidential manner;
• Guarantee protection from any victimisation or reprisals;
• Promote a productive and cohesive workplace;
• Encourage the reporting of behaviour which breaches this Discrimination and Harassment Policy; and
• Promote appropriate standards of conduct at all times.

[1] Good practice, good business: Eliminating discrimination and harassment from your workplace: Writing an effective anti-discrimination and harassment policy, page 1, © Human Rights and Equal Opportunity Commission.

[2]Good practice, good business: Eliminating discrimination and harassment from your workplace: Writing an effective anti-discrimination and harassment policy, page 2, © Human Rights and Equal Opportunity Commission.

Site n Scope Training takes the privacy of participants
very seriously and complies with all legislative requirements. These include the Privacy Act 1988 and National Privacy Principles (2008).

Information is only shared with external agencies such as ASQA to meet our compliance requirements as an RTO. All information shared is kept in the strictest confidence by both parties and is available on request.

In some cases, we are required by law or required by the Standards for NVR Registered Training Organisations to make student information available to others such as the National Centre for Vocational Education and Research. In all other cases, we will seek the written permission of the student for such disclosure. Where written permission is required, this will be gained by using the Information Release Form located in the Privacy Policy Tools section.

Photography privacy

At Site n Scope Training we recognise that in some circumstances there are sensitivities relating to the taking of photographs. This is particularly relevant to capturing images of children. We may, from time to time, wish to take photos of training activities we are conducting. When these instances arise in an environment external to our own training facilities, we will first obtain permission from the premises owner or manager.

In accordance with applicable legislation, Site n Scope Training is entitled to charge fees for services provided to students undertaking a course of study. These charges are generally for items such as course materials or textbooks, student services and training and assessment services.

Fees payable

The student will receive notification of booking. Fees must be paid in full, either prior to the commencement of the course or on the day. If paying before the course by direct debit/transfer, payment must be no later than the Wednesday (or three working days) before the course date. Site n Scope Training may discontinue training if fees are not paid as required. For a full list of current fees and charges please request a copy of Site n Scope Training schedule of fees and charges.

Schedule of Fees and Charges

• The Chief Executive officer is responsible for approving Site n Scope Training Schedule of Fees and Charges. As a minimum the schedule of fees and charges is to include:
  the total amount of all fees including course fees, administration fees, material fees and any other charges for enrolling in a training program;
• payment terms, including the timing and amount of fees to be paid and any non-refundable deposit/administration fee;
• the nature of the guarantee given by Site n Scope Training to honour its commitment to deliver services and complete the training and/or assessment once the student has commenced study;
• any discounts, fee reductions or exemptions available for multiple enrolments, concession card holders, continuing students, group bookings etc;
• the fees and charges for additional services, including such items as the issuance of a replacement qualification parchment or statement of results and the options available to students who are deemed not yet competent on completion of training and assessment; and
• Site n Scope Training refund policy.

Refund

The following refund policy will apply:

• Students who give the notice to cancel their enrolment more than 5 days prior to the commencement of a program will be entitled to a full refund of fees paid.
• Students who give the notice to cancel their enrolment less than 5 days prior to the commencement of a program will be entitled to a 75% refund of fees paid. The amount retained (25%) by Site n Scope Training is required to cover the costs of staff and resources which will have already been committed based on the student’s initial intention to undertake the training.
• Students who cancel their enrolment after a training program has commenced will not be entitled to a refund of fees.

Discretion may be exercised by the Chief Executive Officer in all situations, if the student can demonstrate that extenuating or significant personal circumstance led to their withdrawal. In these cases, the student should be offered a full credit toward the tuition fee in another scheduled program in-lue of a refund. Chief Executive Officer may also authorise a refund of tuition fees if the circumstances require it.

Where refunds are approved, the refund payment must be paid to the student within 14 days from the time the student gave written notice to cancel their enrolment. Tuition refunds are to be paid via electronic funds transfer using the authorised bank account nominated by the student on the Refund Request Form.

 Site n Scope Training is committed to providing fair complaints and appeals process.

What is a complaint?

A complaint is a generally negative feedback about services or staff which has not been resolved locally. A complaint may be received by Site n Scope Training in any form and does not need to be formally documented by the complainant in order to be acted on. Complaints may be made by any person but are generally made by students and/or employers.

What is an appeal?

An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/or assessment. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within 28 days of the decision or finding is informed to the student.

Early resolution or complaints and appeals

In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time they occur between the persons involved.

Relationship to continuous improvement

Frequently, the complaints and appeals handling process will expose weaknesses in the training and assessment system that can flow into the continuous improvement system as opportunities for improvement. This outcome of complaints and appeals handling is very positive and should be actively applied by all persons involved.

Complaint and appeals handling

• A written record of all complaints and appeals is to be kept by Site n Scope Training including all details of lodgement, response and resolution.
• A complainant or person lodging an appeal is to be provided an opportunity to formally present his or her case at no cost.
• Each complainant or person lodging an appeal may be accompanied and/or assisted by a support person at any relevant meeting.
• The handling of a complaint or appeal is to commence within 10 working days of the lodgement of the complaint or appeal and all reasonable measures are taken to finalise the process as soon as practicable.
• The complainant or person lodging an appeal is to be provided a written statement of the outcome, including details of the reasons for the outcome.
• The complainant or person lodging an appeal is to have the opportunity for a person or a body that is independent of Site n Scope Training to review his or her complaint or appeal following the internal Site n Scope Training complaint or appeals process. It is noted that a review of findings by an independent person or body will generally only relate to the appeals process and is less likely to be required in complaints handling.
• Site n Scope Training shall maintain the enrolment of the complainant or person lodging an appeal during the complaint or appeals process.
• Decisions or outcomes of the complaint or appeals process that find in the favour of the student shall be implemented immediately.
• Complaints and appeals are to be handled in the strictest of confidence. No Site n Scope Training representative is to disclose information to any person without the permission of Site n Scope Training Chief Executive Officer. A decision to release information to third parties can only to be made after the complainant has given permission for this to occur. This permission should be given using the Information Release Form located in the Privacy Policy Tools section earlier in this manual.
• Complaints and appeals are to be considered on the basis of procedural fairness and lead to opportunities for improvement as a Continuous Improvement Report.
• Students who are not satisfied with the complete complaint handling by Site n Scope Training may refer their complaint to ASQA for consideration. Students are to be advised that registering bodies will require the student to have exhausted all avenues through Site n Scope Training before taking this option. Please refer to the Complaint Handling Procedure for more information.
• Appeals of assessment decisions are not able to be referred to ASQA and are to be determined by an approved independent body.
• Site n Scope Training considers that it would be extremely unlikely that complaints and appeals are not able to be resolved quickly within Site n Scope Training is internal structures.

Complaints Handling Procedure

Matters that cannot be resolved at the time they occur should be referred to Site n Scope Training Chief Executive Officer for review. The following procedure is to be followed when a complaint form is received:

• A Complaints and Appeals Form is received by Site n Scope Training and is to be immediately recorded into Site n Scope Training Complaints and Appeals Register.
• Complaints which are received in other forms such as phone or email are to be detailed on a Complaints and Appeals Form by the person receiving the complaint and then recorded in the Complaints and Appeals Register.
• The Complaints and Appeals Form is to be forwarded to the Chief Executive Officer who is to review the matter and make recommendation as to how to respond to the matter. The Chief Executive Officer may choose to consult with others within Site n Scope Training or relevant agencies external to Site n Scope Training in determining their recommendation.
• The Chief Executive Officer may choose to make inquiries about the matter or may task another person to research the matter against relevant policy.
• The Chief Executive Officer is to finalise his or her response to the complainant and provide the complainant a response as soon as possible but no later than 10 working days from when the complaint is received.
• The Chief Executive Officer is to communicate the response to the complainant personally either during a meeting or via the telephone. Complaint responses are not to be provided to the complainant via any third-party or via electronic communication such as e-mail. The Chief Executive Officer is to seek feedback from the complainant about their level of satisfaction with the complaint outcome. And advise the complainant of their options if they are not completely satisfied with the outcome.
• Complainant is not satisfied with the outcome of the complaint handling, the Chief Executive Officer may arrange for the complaint to be considered by an appropriate independent third-party or the student may refer the complaint to ASQA (ASQA). In some cases, ASQA may not be the appropriate body to handle a complaint. ASQA can only deal with complaints about:
  • the information provided to the student by an RTO about the course/s they are interested in;
  • the delivery and assessment of the training the student has received; and
  • the qualifications the student have or have not been issued.

Making a complaint to ASQA

To make a complaint, students are to complete the Complaint about a registered training organisation form located on the ASQA website click here.

The student can also submit the form by emailing: complaintsteam@asqa.gov.au. If the student wishes to submit the complaint in hard copy they can print and fill out the form, and post it to:

Complaints team

Australian Skills Quality Authority
GPO Box 9928
Melbourne VIC 3001

Staff are to provide assistance to students during the complaint handling process. If student’s require additional help they may call the ASQA complaints team on 1300 701 801, or email complaintsteam@asqa.gov.au.

• The response to the complainant must include information that demonstrates that the matter was thoroughly reviewed and what actions and outcomes have been identified as a result of the complaint.
• Opportunities for improvement that were identified as a result of the complaint are to be recorded in a Continuous Improvement Report and submitted for the next Management Team meeting. The Chief Executive Officer may, at his or her discretion, follow-up with the complainant after consideration by the Management Team to inform the complainant of the improvement actions identified.
• The Complaints and Appeals Register 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.