VET FEE-HELP Student Information 2014
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VET FEE-HELP
Student Information
2014Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
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2Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
Contents
VET FEE-HELP ........................................................................................................................... 5
What is VET FEE-HELP? ......................................................................................................... 5
Am I entitled to VET FEE-HELP assistance? ........................................................................... 5
How do I apply and how much can I borrow? ........................................................................... 5
What is the VET FEE-HELP loan fee? ..................................................................................... 5
What does VET FEE-HELP cover? .......................................................................................... 6
Where can I find more information about VET FEE-HELP? ..................................................... 6
THE AUSTRALIAN INSTITUTE OF CHILDCARE TRAINING’S CODE OF PRACTICE .............. 6
COURSE RULES ......................................................................................................................... 6
DISCIPLINARY PROCEDURE .................................................................................................... 7
STATEMENT OF VET TUITION ASSURANCE ........................................................................... 7
REFUND POLICY FOR STUDENTS ENROLLED IN VET FEE-HELP ENABLED COURSES.. 10
1. Withdrawal from a unit of study / course ....................................................................... 10
2. Refunds – students who are eligible for VET FEE-HELP assistance ............................ 10
3. Refunds – students who are not eligible for VET FEE-HELP assistance ...................... 10
4. Payment of Refunds ..................................................................................................... 10
5. Special circumstances .................................................................................................. 10
STUDENT REVIEW PROCEDURES FOR RE-CREDITING A FEE-HELP BALANCE .............. 11
1. Introduction ................................................................................................................... 11
2. Special circumstances .................................................................................................. 11
3. Review of a decision ..................................................................................................... 12
RECOGNISED PRIOR LEARNING (RPL) ................................................................................. 14
RPL PROCESS ......................................................................................................................... 14
TYPES OF EVIDENCE FOR RPL ASSESSMENT .................................................................... 14
CREDIT TRANSFER ................................................................................................................. 14
PROCEDURE ............................................................................................................................ 14
ACADEMIC AND NON-ACADEMIC GRIEVANCE HANDLING ................................................. 15
POLICY AND PROCEDURE ..................................................................................................... 15
1. Policy ............................................................................................................................ 15
2. Policy coverage............................................................................................................. 15
3. Before an issue becomes a formal grievance ............................................................... 15
4. Procedure ..................................................................................................................... 16
4.1 Stage one – formal grievance: ................................................................................... 16
4.2 Stage two – internal appeal: ...................................................................................... 16
4.3 Stage three – external appeal:................................................................................... 17
5. Further action ................................................................................................................ 17
6. Enrolment status ........................................................................................................... 17
7. Record keeping & confidentiality ................................................................................... 18
FAR TREATMENT AND EQUAL BENEFITS AND OPPORTUNITIES ...................................... 19
POLICY AND PROCEDURE ..................................................................................................... 19
6.1 Entry requirements .................................................................................................... 20
6.2 Application ................................................................................................................. 20
6.3 Interview .................................................................................................................... 20
6.4 Offer........................................................................................................................... 20
6.5 Acceptance ................................................................................................................ 20
ACCESS AND EQUITY ............................................................................................................. 21
SEXUAL HARASSMENT ........................................................................................................... 21
DELIVERY AND COURSE ASSESSMENT ............................................................................... 21
ASSESSMENT APPEALS PROCESS ....................................................................................... 21
Application to Withdraw from a Unit of Study / Course Form ..................................................... 25
Grievance Notification Form....................................................................................................... 27
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VET FEE-HELP Student Information, Policies and Procedures
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4Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
VET FEE-HELP
The Australian Institute of Childcare Training Diploma of Early childhood education and
care is eligible for VET FEE-HELP assistance.
What is VET FEE-HELP?
VET FEE-HELP is a loan scheme for the Vocational Education and Training (VET) sector that is
part of the Higher Education Loan Program (HELP). VET FEE-HELP assists eligible students
undertaking certain VET courses of study (diploma, advanced diploma, graduate certificate and
graduate diploma courses). It allows them to borrow funds up to their FEE-HELP limit to help pay
for all or part of their tuition fees. Students who access VET FEE-HELP assistance will have a
loan with the Australian Government who will, on the student’s behalf, pay their tuition fees to
their approved VET provider.
Am I entitled to VET FEE-HELP assistance?
To access VET FEE-HELP assistance you must be an eligible student. An eligible student (for
the purpose of VET FEE-HELP):
is
a) an Australian citizen; or
b) a permanent humanitarian visa holder who will be resident in Australia for the duration
of the unit of study in which they are seeking VET FEE-HELP assistance;
is a full fee-paying student enrolled on or before the census date in an eligible unit of study
through an approved VET provider and remains enrolled in the unit at the end of the census
date;
is undertaking study in a training place which is subsidised by a Reform State/Territory
Government* and is enrolled on or before the census date in an eligible unit of study
through an approved VET provider and remains enrolled in the unit at the end of the census
date;
meets the tax file number requirements;
has completed, signed and submitted a valid Request for VET FEE-HELP assistance form
for the unit or the course of which the unit forms a part, on or before the census date; and
has not exceeded the FEE-HELP limit.
How do I apply and how much can I borrow?
VET FEE-HELP loans can only be accessed through approved VET providers. The Australian
Institute of Childcare Training will advise you if you are eligible for VET FEE-HELP assistance
and will provide you with the relevant documents that need to be completed. You must be enrolled
in an eligible course and apply on or before the census date for the unit/s of study you have
enrolled in.
Over a student’s lifetime, whether they receive a loan under VET FEE-HELP for VET studies or
FEE-HELP for higher education studies, the same FEE-HELP loan limit applies. In 2014, the FEE-
HELP loan limit is $96,000 for most courses and $120,002 for medicine, dentistry and veterinary
science courses that lead to registration as practitioners in those fields. This amount is indexed
on 1 January each year.
What is the VET FEE-HELP loan fee?
A loan fee of 20% applies to VET FEE-HELP loans. The FEE-HELP Limit does not include the
loan fee.
5Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
What does VET FEE-HELP cover?
VET FEE-HELP provides a loan for tuition fees only. The Australian Institute of Childcare
Training will set the tuition fee for all unit(s) of study which make up the Diploma. VET FEE-
HELP does not cover accommodation and general living expenses.
Where can I find more information about VET FEE-HELP?
For more information on VET FEE-HELP please ask us for a copy of the VET FEE-HELP
Information Booklet.
THE AUSTRALIAN INSTITUTE OF CHILDCARE TRAINING’S CODE OF
PRACTICE
The Australian Institute of Childcare Training trainers will act in accordance with the highest
level of industry standards. They will provide professional education and training in the field of
Child Care and Children’s Services.
The directors and staff at the Australian Institute of Childcare Training will perform their duties
and responsibilities and have agreed to the following:
Provide qualified and experienced trainers and assessors.
Comply with the Australian Quality Training Framework (AQTF).
Undertake all duties with honesty, integrity and diligence.
Be objective, indiscriminative towards all individuals, observing at all times, the Anti-
Discrimination and Equal Opportunity Acts.
Comply with the Commonwealth, NSW legislative and regulatory requirements which
include Occupational Health and Safety, Work Cover NSW and Vocational Education and
Training Acts.
Always provide the highest standard of services to students.
Act professionally and have genuine concern for student’s/trainee’s interests.
Be accountable for individual actions and duties on behalf of the Australian Institute of
Childcare Training.
Encourage feedback and evaluations from students and trainees.
Maintain accurate, confidential personal and academic records.
To use all official information in a proper and ethical manner.
Always be mindful of privacy laws.
Provide an Assessments Appeals procedure to further opportunity for re-assessment.
Deliver, monitor and review training requirements, course structure and assessments to
comply with updated changes and ensure that the welfare of students and trainers is
maintained.
COURSE RULES
Students must:
Satisfy assessment criteria through required participation and attendance at all scheduled
classes and field work.
Not have anyone attend classes in their place.
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VET FEE-HELP Student Information, Policies and Procedures
Complete all required assessment tasks within the times specified.
Complete all required assessment tasks on their own unless it is a group task.
Complete all required assessment tasks honestly.
Not damage or steal any of The Australian Institute of Childcare Training’s property.
Attend all classes, assessments, practicums and tasks to complete their course.
Hand in assessments on the due date specified by the trainer/assessor before the class
commences.
Include a cover sheet on all assessments handed in.
Students are allowed to have 3 attempts at being deemed competent in any unit. If the
student is deemed Not Yet Competent after the 3rd attempt the student will have to re-enrol
in the unit at the published fee.
A student will be given 12 months from their course start date to complete their qualification.
If by that time they have not completed all required units, the student will be subject to re-
enrolment at the published fee.
Plagiarism, collusion and cheating will not be tolerated and immediate failure of assessment
will result.
All course notes are copyright to Dazzle-M Pty Ltd and may not be used for any other
purpose. They may not be copied or given to other people. They are for your use only.
Anyone found using the course notes for any other purpose could have further action taken
against them and any other parties involved.
DISCIPLINARY PROCEDURE
If a student is guilty of misconduct, then the following disciplinary procedure will be instigated.
1. A letter will be sent to the student requesting a “please explain” regarding the incident.
2. The student will have one week in which to respond in writing.
3. The Principal and trainers will discuss the incident and student’s response and suitable
disciplinary action will be decided upon.
4. The student will then be advised to meet the Principal to discuss the proposed
disciplinary action.
Depending on the seriousness of the offence disciplinary action can result in:
Expulsion from the course.
Suspension from the course for a specified duration.
Caution/warning given.
Apologies to affected parties.
A review of the student’s assessment result.
The student has the right to appeal the decision made if they disagree with the proposed
disciplinary action.
STATEMENT OF VET TUITION ASSURANCE
1. Under the provisions of Schedule 1A of the Higher Education Support Act 2003 (HESA) and
Chapter 3 of the VET Provider Guidelines the Australian Institute of Childcare Training (“the
First Provider”) must comply with the VET Tuition Assurance requirements. This is to protect
students in the event that the Australian Institute of Childcare Training ceases to provide a VET
FEE-HELP enabled course (“a VET course of study”) in which a student is enrolled.
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VET FEE-HELP Student Information, Policies and Procedures
The meaning of “ceasing to provide a VET course of study” is set out at paragraph 3.1.2 of the
VET Provider Guidelines. A copy of these is available from:
http://www.innovation.gov.au/skills/SkillsTrainingAndWorkforceDevelopment/Documents/Sup
port/VET_Provider_Guidelines.pdf
2. In the event that the Australian Institute of Childcare Training ceases to provide a VET course
of study in which a student is enrolled, the student is entitled to a choice of:
a) an offer of a place in a similar VET course of study with a Second Provider without any
requirement to pay the Second Provider any VET tuition fee for any replacement VET units
of study. This is known as the “VET Course Assurance Option”;
or
b) a refund of his or her up-front VET payments for any VET unit of study that the student
commences but does not complete because the Australian Institute of Childcare Training
has ceased to provide the VET course of study of which the VET unit of study forms part.
This is known as the “VET Tuition Fee Repayment Option”.
3. The Australian Institute of Childcare Training has met the VET tuition assurance requirements
as specified in the VET Provider Guidelines through its current membership of the Australian
Council for Private Education and Training Australian Student Tuition Assurance Scheme
(ACPET ASTAS-VET).
Contact Details for ACPET
Australian Council for Private Education and Training (ACPET)
PO Box 551, East Melbourne, Vic 8002
Ph: 1800 657 644 Fax: (03) 9416 1895
Email: acpet@acpet.edu.au
4. If the Australian Institute of Childcare Training ceases to provide a VET course of study,
ACPET will send a student enrolled in the VET course of study a Written VET Tuition
Assurance Offer (“the Offer”) advising the student of the options available under the VET tuition
assurance requirements. The Offer will include directions that the student must follow in order
to notify ACPET of the choice they have made for each affected VET unit of study. ACPET will
provide this Offer within twenty business days after it knows, or should know by reasonable
enquiries that the Australian Institute of Childcare Training has ceased to provide the VET
course of study.
5. For the purposes of VET FEE-HELP, all courses offered by the Australian Institute of Childcare
Training in accordance with the course requirements of clause 45 of Schedule 1A of the Higher
Education Support Act 2003 are covered by the ACPET ASTAS-VET (’the Scheme’) as part of
the Australian Institute of Childcare Training’s membership of the Scheme.
6. A student may choose either:
The VET Course Assurance Option:
7. Under the VET Course Assurance Option, a student will be offered a place in a similar VET
course of study by ACPET. If the student accepts this option, ACPET will make all necessary
arrangements to ensure a student is able to enrol with a Second Provider in a similar VET
course of study. The offered VET course of study will lead to the same or a comparable
qualification without any requirement on the part of the student to pay the Second Provider any
VET tuition fee for any replacement VET units of study (that is, VET units of study that the
student had commenced but not completed because the VET course of study ceased to be
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VET FEE-HELP Student Information, Policies and Procedures
offered). A student will receive full credit from the Second Provider for any VET units of study
successfully completed at the Australian Institute of Childcare Training.
8. The Second Provider nominated by ACPET may have different VET tuition fees to the fees
the student would have paid for VET units of study which were part of the VET course of study
that the Australian Institute of Childcare Training ceased to provide but which the student had
not yet started studying.
9. A student is not obliged to enrol in a VET course of study with a Second Provider offered by
ACPET under the VET Course Assurance Option. However, if he/she enrols with any other
VET provider there is no obligation on that VET provider to offer full credit transfer for the VET
units of study completed with the Australian Institute of Childcare Training or to offer any
replacement VET units of study free of charge.
OR
The VET Tuition Fee Repayment Option:
10. Under the VET Tuition Fee Repayment Option ACPET undertakes to pay the student the total
of any up-front VET payments already paid by the student for any VET units of study that the
student has commenced but not completed because the VET course of study ceased to be
provided. Students selecting this option who have applied for VET FEE-HELP assistance will
also have their FEE-HELP balance re-credited for any uncompleted VET units of study.
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VET FEE-HELP Student Information, Policies and Procedures
REFUND POLICY
FOR STUDENTS ENROLLED IN VET FEE-HELP ENABLED COURSES
1. Withdrawal from a unit of study / course
Students who wish to withdraw from a VET unit of study or VET course of study must do so in
writing using the Application to Withdraw from a Unit of Study / Course form which can be found
in the VET FEE-HELP Student Handbook.
2. Refunds – students who are eligible for VET FEE-HELP assistance
This section is applicable to students who are Australian citizens or permanent humanitarian visa
holders (who are resident in Australia for the duration of the VET unit of study) enrolled in a VET
FEE-HELP enabled course offered by the RTO.
In the event of a student withdrawing from a VET unit of study on or before the census date for
that unit of study:
• 100% of tuition fees paid for that unit will be refunded to the student; and
• the student will not incur a VET FEE-HELP debt.
In the event of a student withdrawing from a VET unit of study after census date for that unit of
study:
• no refund is applicable; and/or
• the student will incur a VET FEE-HELP debt.
3. Refunds – students who are not eligible for VET FEE-HELP assistance
This section is applicable to students who are permanent residents (who are not permanent
humanitarian visa holders who are resident in Australia for the duration of the VET unit of study)
and New Zealand citizens enrolled in a VET FEE-HELP enabled course offered by the RTO.
In the event of a student withdrawing from a VET unit of study on or before the census date for
that unit of study 100% of tuition fees paid for that unit will be refunded to the student.
In the event of a student withdrawing from a VET unit of study after census date for that unit of
study no refund is applicable.
4. Payment of Refunds
Refunds will be paid within 28 days of the census date of the VET unit of study to which the
withdrawal applies.
5. Special circumstances
A student who withdraws after the census date for a VET unit of study may apply for special
consideration in line with the Student Review Procedures for Re-crediting a FEE-HELP Balance.
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VET FEE-HELP Student Information, Policies and Procedures
STUDENT REVIEW PROCEDURES
FOR RE-CREDITING A FEE-HELP BALANCE
1. Introduction
The Australian Institute of Childcare Training (“the RTO”) will conduct this procedure in
compliance with Schedule 1A of the Higher Education Support Act 2003 and the VET Provider
Guidelines.
For the purposes of this procedure a student is an Australian citizen or an Australian resident
permanent humanitarian visa holder enrolled in a VET FEE-HELP enabled course with the RTO.
The RTO will:
set a census date for each VET unit of study that is no earlier than 20% of the way through
the VET unit of study;
ensure that all students are informed of the census date for each VET unit of study in the
manner and by the date prescribed in the VET Administration Guidelines;
ensure that all students are informed of the review procedures for the re-crediting of a FEE-
HELP balance.
A student who withdraws from a VET unit of study on or before the published census date for that
VET unit of study will not incur a VET FEE-HELP debt for that VET unit of study.
A student who withdraws from a VET unit of study after the published census date for that VET
unit of study will incur a VET FEE-HELP debt for that VET unit of study.
A student who has incurred a VET FEE-HELP debt for a VET unit of study may apply to have
their FEE-HELP balance re-credited for the affected VET units of study in accordance with the
following procedure.
2. Special circumstances
If a student withdraws from a VET unit of study on or after the census date for that VET unit of
study, or has been unable to successfully complete a VET unit of study, and believes this was
due to special circumstances then the student may apply to have their FEE-HELP balance re-
credited for the affected VET units of study.
The RTO will re-credit the student’s FEE-HELP balance if it is satisfied that special circumstances
apply that:
are beyond the student’s control; and
did not make their full impact on the student until on or after the census date for the
VET unit(s) of study in question; and
make it impractical for the student to complete the requirements for the VET unit(s) of
study in question.
The RTO will be satisfied that a student’s circumstances are beyond the student’s control if a
situation occurs that a reasonable person would consider is not due to the person’s action or
inaction, either direct or indirect, and for which the student is not responsible. The situation must
be unusual, uncommon or abnormal.
Each application will be examined and determined on its merits by considering a student’s claim
together with independent supporting documentation substantiating the claim.
11Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
Initial applications for the re-crediting of a student’s FEE-HELP balance are to be made, in writing,
to the Compliance Officer and sent to:
10 Lincoln Grove
Harrington Park, NSW, 2567
The procedure for the re-crediting of a FEE-HELP balance is as follows:
(a) when a student withdraws from a VET unit of study, the RTO shall confirm the
withdrawal by giving notice to the student in writing stating the date at which the
withdrawal has taken effect;
(b) when a student fails to meet the requirements of a VET unit of study, the RTO shall
confirm the failure by giving notice to the student in writing of the final result for that
VET unit of study after results for the VET unit of study have been properly approved;
(c) the student must apply in writing to the Compliance Officer within 12 months from the
date specified in the notice as the day of withdrawal or the date of receiving their final
results for the VET unit of study. The RTO may exercise its discretion to waive this
requirement if in its opinion it was not possible for the application to be made before
the end of the 12 month period;
(d) The Compliance Officer will consider the application and will agree to such requests
if they are satisfied that there were special circumstances in the student’s case;
(e) If the application is successful, the RTO will re-credit the student’s FEE-HELP
balance with an amount equal to the amounts of VET FEE-HELP assistance that the
student has received for the affected VET units of study and the student’s VET FEE-
HELP debt for those VET units of study will be removed;
(f) The Compliance Officer shall advise the student of the outcome of the application
within 28 days stating the reasons for the decision;
(g) The Compliance Officer shall also advise the student of their rights for a review of the
decision if they are not satisfied with its outcome.
3. Review of a decision
If a student is not satisfied with the decision made by the Compliance Officer in relation to re-
crediting their FEE-HELP balance they may request a review of the decision.
The review shall be carried out by the Review Officer who is the Principal and is senior to the
original decision maker.
Any such request must be submitted to the Review Officer in writing and:
(a) must be lodged within 28 days of receiving notice of the original decision, unless
the Review Officer allows a longer period;
(b) must specify the reasons for making the request; and
(c) sent to: 10 Lincoln Grove, Harrington Park, NSW, 2567
The Review Officer shall acknowledge receipt of an application for a review of the refusal to re-
credit a FEE-HELP balance in writing and inform the applicant that if the Review Officer has not
advised the applicant of a decision within 45 days of having received the application for review,
the Review Officer is taken to have confirmed the original decision. This notice shall also advise
the applicant that they have the right to apply to the Administrative Appeals Tribunal for a review
of the decision and will provide the contact details of the closest Administrative Appeals Tribunal
Registry and the approximate costs of lodging an appeal.
12Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
The Review Officer shall:
(a) seek all relevant information from the person who made the original decision;
(b) review the case within 3 weeks and advise the student of the decision in writing
giving the reasons for the reviewer’s decision.
The Review Officer may:
(a) confirm the decision;
(b) vary the decision; or
(c) set the decision aside and substitute a new decision.
The Review Officer will give written notice of the decision setting out the reasons for the decision.
The applicant shall also be advised in the decision of the right to apply to the Administrative
Appeals Tribunal for a review of the decision; and be provided with the contact details of the
closest Administrative Appeals Tribunal Registry and the approximate costs of lodging an appeal
as follows:
If you wish to further appeal this decision you may lodge an appeal with the
Administrative Appeals Tribunal (AAT). The current fee to lodge an application with
the AAT for the review of a decision is $816 (GST exempt). The contact details for
the AAT are:
Administrative Appeals Tribunal
Level 7, City Centre Tower
55 Market Street
Sydney NSW 2000
Telephone (02) 9391 2400
Where a student is unsatisfied with the reviewed decision they may apply to the Administrative
Appeals Tribunal for consideration of the RTO’s decision to refuse to re-credit their FEE-HELP
balance. The student may supply additional information to the Administrative Appeals Tribunal
which they did not previously supply to the RTO either in the original application or the request
for review.
The Secretary of DEEWR, or the Secretary’s delegate, will be the respondent for cases that are
brought before the AAT. Upon DEEWR’s receipt of a notification from the AAT, DEEWR will notify
the RTO that an appeal has been lodged. Upon receipt of this notification from DEEWR, the
Review Officer will provide DEEWR with copies of all the documents they hold that are relevant
to the appeal within five (5) business days.
13Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
RECOGNISED PRIOR LEARNING (RPL)
RPL is the recognition of formal/ informal learning e.g.
Paid or unpaid industry experience
Formal training programs ( e.g. in-services)
Community or voluntary work
Life experience
Any combination of the above
RPL PROCESS
When applying for RPL it is the student’s responsibility to collect all relevant information which
draws on their background for cross-referencing with areas of competency. It is also the student’s
responsibility to provide evidence against each unit competency.
TYPES OF EVIDENCE FOR RPL ASSESSMENT
Work references: outlining specific duties that were carried out.
Photos
Certified copies of qualifications from other institutions.
Copies of programmes, observation forms etc.
Evidence of work carried out
Specific job descriptions
In-services attended
There is a Practical Exemption Form in the forms section of this handbook which can be filled in
and handed in with RPL/RCC forms.
CREDIT TRANSFER
The Australian Institute of Childcare Training recognises any relevant AQF qualification that is
issued under the Australian Qualifications Framework (AQF). It also acknowledges any
Statements of Attainment issued from other Registered Training Organisations (RTOs).
Credit transfer is a process where credit is automatically granted by a Registered Training
Organisation (RTO) to students who have documented evidence of achievement of the relevant
competency at another RTO (e.g. Certificate III in Children Services from TAFE). The student
must supply evidence (Statement of Attainment / qualification / record of competencies achieved)
against each unit of competency.
PROCEDURE
When a student applies for RPL or Credit Transfer the Training Coordinator will:
Assess the evidence of prior learning presented by the student.
Accurately check any qualification or Statement of Attainment that has been provided as
evidence to ensure it has been issued by a genuine RTO.
Authenticate the student’s prior learning by contacting the prior teaching body/employer.
Note on the student’s record the granting of RPL / credit transfer.
14Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
ACADEMIC AND NON-ACADEMIC GRIEVANCE HANDLING
POLICY AND PROCEDURE
1. Policy
The Australian Institute of Childcare Training (“the RTO”) is committed to developing and
maintaining an effective, timely, fair and equitable grievance handling system which is easily
accessible to all complainants.
The RTO aims to:
Develop a culture that views grievances as an opportunity to improve the organisation and
how it works;
Set in place a grievance handling system that is client focussed and helps the RTO to
prevent grievances from recurring;
Ensure that any grievances are resolved promptly, objectively and with sensitivity and in
complete confidentiality;
Ensure that the views of each complainant and respondent are respected and that any
party to a grievance is not discriminated against nor victimised;
Ensure that there is a consistent response to grievances.
A grievance can be defined as a person’s expression of dissatisfaction with any aspect of the
RTO’s services and activities, including both academic and non-academic matters, such as:
the enrolment, induction/orientation process;
the quality of education provided;
academic issues, including student progress, assessment, curriculum and awards in a VET
course of study;
handling of personal information and access to personal records;
the way someone has been treated.
These grievance procedures are designed to ensure that the RTO responds effectively to
individual cases of dissatisfaction.
2. Policy coverage
This policy is designed to cover all complainants including:
Individuals who are, or would be, entitled to VET FEE-HELP assistance (Australian citizens
or permanent humanitarian visa holders who are resident in Australia for the duration of a
VET unit of study);
Individuals who are not eligible for VET FEE-HELP assistance (permanent residents who
are not permanent humanitarian visa holders and New Zealand citizens).
In relation to non-academic grievances, the term “complainant” applies to both current students
of the RTO and persons seeking to enrol with the RTO.
These grievance procedures will be made available to complainants regardless of the location of
the campus at which the grievance has arisen, the mode in which they study or their place of
residence.
3. Before an issue becomes a formal grievance
Complainants are encouraged, wherever possible, to resolve concerns or difficulties informally
with the person(s) concerned. There are staff available to assist the resolution of issues at this
15Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
level. Complainants may raise an informal grievance by contacting the RTO in person or by
phoning 1300 889 678 and asking to speak to the Compliance Officer.
4. Procedure
This procedure can be utilised by complainants to submit a grievance of an academic or non-
academic nature. Grievances of an academic nature include issues related to student progress,
assessment, curriculum and awards in a VET course of study. Grievances of a non-academic
nature cover all other matters including grievances in relation to personal information that the
RTO holds in relation to an individual.
During all stages of this procedure the RTO will take all steps to ensure that:
the complainant and any respondent will not be victimised or discriminated against;
the complainant has an opportunity to formally present their case and each party to a
grievance may be accompanied and assisted by a support person at any relevant
meetings;
a full explanation in writing for decisions and actions taken as part of the process will be
provided if so requested by the complainant or a respondent;
where the internal or external grievance handling or appeal process results in a decision
that supports the complainant, the RTO will immediately implement any decision and/or
corrective and preventative action required and advise the complainant of the outcome;
there is no cost to the complainant to access this grievance procedure.
4.1 Stage one – formal grievance:
Formal grievances must be submitted in writing on the Grievance Notification Form (available in
the VET FEE-HELP Student Handbook) marked to the attention of the Compliance Officer as
follows:
The Compliance Officer
10 Lincoln Grove,
Harrington Park, NSW, 2567
Receipt of the grievance will be acknowledged in writing. The grievance handling process will
commence within ten working days of the receipt of the formal grievance and all reasonable
measures will be taken to finalise the process as soon as practicable.
The Compliance Officer, or their nominee, will then, if necessary, seek to clarify the outcome that
the complainant hopes to achieve.
Such clarification may be sought by written or verbal request or by a face-to-face interview with
the complainant. When such clarification occurs in a face-to-face interview the complainant or
respondent may ask another person to accompany them.
The Compliance Officer, or their nominee, will then endeavour to resolve the grievance and will
provide a written report to the complainant on the steps taken to address the grievance, including
the reasons for the decision, within ten working days. The report will further advise the
complainant of their right to access the internal appeals process if they are not satisfied with the
outcome of their formal grievance.
4.2 Stage two – internal appeal:
If a complainant is dissatisfied with the outcome of their formal grievance they may lodge an
appeal with the Principal (who is senior to the original decision maker) within 20 working days of
receiving notification of the outcome of their formal grievance. The Principal will appoint an
appropriate person or committee to consult with the complainant and other relevant parties within
ten working days.
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Where possible such consultations should take the form of face-to-face interviews. The
complainant or the respondent may ask another person to accompany them to these interviews.
Following the consultation, the Principal, or their nominee, will provide a written report to the
complainant advising the further steps taken to address the grievance, including the reasons for
the decision, within ten working days. The report will further advise the complainant of their right
to access the external appeals process if they are not satisfied with the outcome of their internal
appeal.
4.3 Stage three – external appeal:
If the complainant is dissatisfied with the outcome of their appeal, they may lodge an external
appeal to an Independent Arbitrator appointed to conduct such appeal within twenty (20) working
days of receiving notice of the outcome of their appeal.
Contact details for Independent Arbitrator
Dignan & Hanrahan Solicitors
PO Box 48
Campbelltown NSW 2560
Ph: (02) 4625 3755 Fax: (02) 4628 1221
Email: dh@dignan.com.au
Complainants who wish to lodge an appeal must complete an external appeal form which is
available by contacting the Independent Arbitrator.
Once an application has been made the Independent Arbitrator will advise the RTO of the external
review application made by the complainant. Both the complainant and the RTO will be requested
to provide documents in support of the application within fourteen (14) days including student files
and records. The Independent Arbitrator will then consider the documents and make a
determination which will be sent to both parties.
Turnaround time for an appeal is 4-6 weeks of lodgement.
The RTO agrees to be bound by the Independent Arbitrator’s recommendations and the Principal
will ensure that such recommendations are implemented within thirty (30) days of receipt of the
report from the Independent Arbitrator.
5. Further action
If a grievance still remains unresolved after the external appeal, the complainant may decide to
refer the matter to the National Training Complaints Hotline on 13 38 73.
The procedures set out in this document do not replace or modify procedures or any other
responsibilities which may arise under other policies or under statute or any other law. Nothing
in this policy and procedure limits the rights of individuals to take action under Australia's
Consumer Protection laws. Also, these procedures do not circumscribe an individual's rights to
pursue other legal remedies.
6. Enrolment status
Where a current student chooses to access this policy and procedure, the RTO will maintain that
person’s enrolment while the grievance handling process is ongoing.
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7. Record keeping & confidentiality
A written record of all grievances handled under this procedure and their outcomes shall be
maintained for a period of at least five years to allow all parties to the grievance appropriate
access to these records, upon written request to the Principal. These records will be maintained
at: 10 Lincoln Grove Harrington Park, NSW, 2567.
All records relating to grievances will be treated as confidential and will be covered by the RTO’s
Privacy and Personal Information Policy.
NOTE: A Grievance Notification Form is situated at the back of this document under the Forms
Section.
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FAR TREATMENT AND EQUAL BENEFITS AND OPPORTUNITIES
POLICY AND PROCEDURE
1. Overview
The Australian Institute of Childcare Training (“the RTO”) will treat fairly all of its students and
persons seeking to enrol with the RTO.
2. Access & equity
The RTO applies access and equity principles through all its policies and procedures to promote
full and equal participation of all students in its courses, to foster an environment free of
discrimination and harassment, and to assist students to identify and achieve their desired
outcomes (refer Access & Equity Policy).
3. Pre-enrolment information
The RTO will ensure that prior to enrolment prospective students receive adequate information
regarding the course, training, assessment, services and Commonwealth assistance provided by
the RTO to enable them to make an informed decision about the suitability of the course and the
RTO for their individual needs.
The RTO will provide clear information to each student, prior to enrolment in regards to:
student selection, enrolment and induction procedures;
course information, including educational and vocational outcomes;
fees and charges, including refund policy;
VET FEE-HELP assistance (where applicable);
provision for language, literacy and numeracy assistance;
student support services;
welfare and guidance services;
flexible learning and assessment procedures;
grievance and appeals procedures;
disciplinary procedures;
recognition of prior learning (RPL) arrangements and credit transfer.
4. Fair treatment
As a VET Provider the RTO will treat fairly:
a) all students who are, or would be, entitled to VET FEE-HELP assistance under clause 43
of Schedule 1A of the Higher Education Support Act 2003 (“the Act”); and
b) all persons seeking to enrol with the RTO in a VET unit of study that meets the course
requirements under subclause 45(1) of Schedule 1A of the Act and who are, or would be,
entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act.
5. Equal benefits and opportunities
As a VET Provider the RTO will have open, fair and transparent procedures that are based on
merit for making decisions about:
a) the selection, from among persons who are, or would be, entitled to VET FEE-HELP
assistance under subclause 45(1) of Schedule 1A of the Act and who seek to enrol with
the RTO in a VET unit of study that meets the course requirements under subclause 45(1)
of Schedule 1A of the Act; and
19Australian Institute of Childcare Training
VET FEE-HELP Student Information, Policies and Procedures
b) the treatment of students who are, or would be, entitled to VET FEE-HELP assistance
under clause 43 of Schedule 1A of the Act undertaking a VET course of study.
The above undertakings do not prevent the RTO taking into account, in making decisions about
the selection and treatment of students, educational disadvantages that a particular student has
experienced or the fact that the student may be enrolled via a VET restricted access arrangement.
6. Student selection and admissions process
Students will be selected on merit based on the published criteria. The RTO will ensure that
throughout the process of selection and admission, applicants are treated fairly, courteously and
expeditiously.
Entry criteria and application procedures are published in the RTO’s marketing material and on
the RTO’s website for the information of students and persons seeking to enrol with the RTO.
6.1 Entry requirements
Entry requirements for the Diploma of Children’s Services (Early childhood education and care)
are as follows:
Applicants must attend an interview and undertake a language and literacy assessment in
the form of a Language and Literacy Questionnaire.
Completion of Year 10 (or equivalent) is highly recommended, but not essential.
6.2 Application
Individuals who enquire about undertaking a course with the RTO are provided with all pre-
enrolment information including course entry requirements.
Individuals who seek to enrol in a course with the RTO must complete and submit the Application
for Enrolment form which is contained in the VET FEE-HELP Student Handbook. Applications
may be submitted as indicated on the Application Form.
6.3 Interview
All applicants must attend an interview. During the interview a language and literacy assessment
in the form of a Language and Literacy Questionnaire will be undertaken to determine if the
applicant meets the language and literacy requirements set down by the relevant Training
Package.
6.4 Offer
Applicants who meet the published entry requirements will be sent a letter offering them a place
in their chosen course and instructions on how to accept the offer.
6.5 Acceptance
Applicants accept the offer of a place in the course by signing and returning a copy of the offer
letter as directed. Once an offer is accepted the applicant’s enrolment is finalised and they are
sent a confirmation of enrolment letter with details about the course and arrangements for student
induction.
7. Commonwealth assistance
The opportunities and benefits of Commonwealth assistance will be made equally available to all
eligible students upon enrolment.
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VET FEE-HELP Student Information, Policies and Procedures
ACCESS AND EQUITY
The Australian Institute of Childcare Training has a strong commitment to ensure that the diverse
nature of the Australian society is reflected in all aspects of its teaching. The Australian Institute
of Childcare Training’s culture is found to be open and supportive to both students and
employees, which will result in a greater potential being developed. Access and Equity Policy is
based on the following principles:
Providing and maintaining training services that reflect fair and reasonable opportunity, and
consideration for all students and staff, regardless of race, colour, religion, gender or physical
disability, regardless of the prevailing community values.
Equity for all people through the fair and appropriate allocation of resources and involvement
in vocational education and training.
Equality of outcome within vocational education and training for all people, without
discrimination. Access for all people to appropriate quality vocational education and training
programmes and services.
Increased opportunity for people to participate in vocational education and training and in
relevant decision making processes within the vocational education and training system.
AICT teachers will tailor various training, assessment and delivery strategies to suit individual’s
needs. If required.
SEXUAL HARASSMENT
The Australian Institute of Childcare Training is committed to ensuring that its work, training and
assessment environments are free from sexual harassment. Sexual harassment will not be
tolerated under any circumstances. Disciplinary action will be taken against those who breach
this policy. Sexual Harassment is illegal under the Anti-Discrimination Act NSW 1977 and the Sex
Discrimination Act 1984.
DELIVERY AND COURSE ASSESSMENT
The Australian Institute of Childcare Training will ensure that all staff employed are competent
and qualified to train and assess students. All assessment tools will meet the requirements
under AQTF. The Australian Institute of Childcare Training will use a wide scope of assessment
methods when assessing students. The scope will include RPL and industry related experience.
The Australian Institute of Childcare Training will strive to meet the individual’s needs so long as
the requirements of each unit of competency are met.
ASSESSMENT APPEALS PROCESS
All students have the right to appeal competency decisions which affects their assessment. This
can be dealt with as follows:
The student can approach the trainer/assessor informally.
If the student is dissatisfied, he/she can arrange a meeting with the Principal.
The Principal will have the work re-assessed by a different qualified trainer/assessor. This
will be done at the Principal’s discretion.
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22Australian Institute of Childcare Training
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Forms Section
23Australian Institute of Childcare Training
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Application to Withdraw from a Unit of Study / Course Form
Student Name: _______________________ Student No. __________________
Address: __________________________________________________________________
Suburb: _________________________________State: __________ Postcode: ________
Home Phone: ______________ Work Phone: ______________ Mobile: ______________
Date: ____/____/_____ Company Name: ________________________________________
(Complete the following accurately to ensure timely processing.)
Name of Course: ____________________Course Commencement Date: ____/____/____
Reason for withdrawal:
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
Student Signature _____________________ Date:____/____/____
(Payment of refunds is subject to the Australian Institute of Childcare Training Refund Policy)
(Office use only)
Application Received: Yes No
Refund applicable: Yes No
Amount Paid: $______________ Date Paid: ____/____/____ Cheque No: _____________
Refund Officer Signature: _______________ Director Signature: _______________
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26Australian Institute of Childcare Training
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Grievance Notification Form
(Use this form to lodge a formal grievance)
Student Name: _______________________ Student No. __________________
Address: ___________________________________________________________________
Suburb: __________________________________State: __________ Postcode: ________
Home Phone: _______________ Work Phone: ______________ Mobile: ________________
Date: ____/____/_____ Company Name: _________________________________________
Nature of Grievance: (Include dates and times if reporting an incident)
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
Action Taken: (If applicable)
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
Student Signature: __________________________________ Date: ____/____/_____
(Print Block Letters) __________________________________
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