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Student Handbook

EHPA Training Services RTO ID: 40670

PO Box 378, Diamond Creek VIC 3089 Ph: 03 9438 5960 Fax: 03 9438 5955

SM15.1.3 - Student Handbook V1.3-03-03-2013 © 2011 RTO Advice Services Pty Ltd

EHPA Training Services

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Table of Contents

Student Handbook ........................................................................................................................................................ 1

Table of Contents ......................................................................................................................................................... 3 Code of Practice & Customer Services Charter ...................................................................................................... 4 Student Code of Conduct ............................................................................................................................................ 6 Quality Assurance & Continuous Improvement ....................................................................................................... 7 National Recognition and Credit Transfers ............................................................................................................... 8 Access, Equity, and Anti-Discrimination ................................................................................................................... 8 Student Support Policy ................................................................................................................................................ 9 Support Services ....................................................................................................................................................... 11 Legislation................................................................................................................................................................... 12 Quality Training Policy .............................................................................................................................................. 13 Assessment Policy .................................................................................................................................................... 15 Privacy and Personal Information ........................................................................................................................... 18 Access to Records .................................................................................................................................................... 19 Issuing of Qualifications and Statements ............................................................................................................... 20 Student Plagiarism, Cheating and Collusion ......................................................................................................... 21 Complaints and Appeals Policy ............................................................................................................................... 22 Complaints and Appeals Procedure ....................................................................................................................... 23 Student Discipline ...................................................................................................................................................... 24 Fees, Charges and Refund Policy .......................................................................................................................... 25



Code of Practice & Customer Services Charter

Our commitment to you

EHPA Training Services is focused on meeting the needs of each person and business with which we are

involved. We promise to:

Develop an understanding of the specific needs of each person and business we work with.

Maintain a strong connection to the industries with which we are involved.

Be flexible in our approach to dealing with you.

Always conduct business in a sound, ethical and fair manner.

Employ staff who are appropriately qualified and experienced for their role and who are objective and act

with integrity.

Protect your rights to privacy.

Ensure the accuracy and integrity of the information we keep about you.

Always provide you with information on our fees, charges and refunds prior to entering into an

agreement with you.

Ensure our policies in relation to fees, charges and refunds are fair, clear and transparent.

Treat all people fairly and equitably.

Educational Guarantee

EHPA Training Services is committed to providing quality in training and assessment delivery. We are

committed to:

Providing nationally recognised training that meets the needs and expectations of students and industry.

Meeting the requirements of the VET Quality Framework and striving to exceed the standards of

excellence where possible.

Delivering courses that are flexible, that meet the needs of a diverse range of students and have a

holistic approach to training and assessment.

Producing graduates who are appropriately trained, skilled and experienced, and who have the skills

required by industry.

Engaging with the industries in which our training and assessment services are provided to ensure that

courses remain current, accurate and are reflective of industry requirements.

Maintaining a supportive learning environment that is conducive to the success of our students, our staff

and other clients.

Ensuring that students and persons seeking to enrol receive clear, accurate and detailed information

about our services prior to enrolment in a course.

Recognising all qualifications and statements of attainment issued by any other Registered Training

Organisation (RTO) in Australia, under the Australian Qualifications Framework (AQF).

Management Principles

EHPA Training Services aims to be the best it can be. To enable this, we:

Have a systematic and planned approach to the management of operations.

Are committed to total quality management and continuous improvement in all aspects of the business.

Provide the opportunity for our stakeholders; including staff, students, employers and industry; to provide

feedback on any aspect of our performance at any time.

Collect regular feedback from stakeholders about all aspects of the business.



Use the feedback collected and measures of business performance to identify opportunities for

improvement.

Ensure that decision making of senior management is informed by the experiences of our trainers and

assessors.

Market and advertise our services with honesty, accuracy and integrity avoiding vague and ambiguous

statements.

Foster an environment free from discrimination and harassment.

Apply access and equity principles through all of our systems to promote full and equal participation of all

people.

Marketing

EHPA Training Services will market and advertise all qualifications, courses and other services with integrity,

accuracy and professionalism avoiding vague and ambiguous statements. Students will be recruited in an

ethical and responsible manner and no false or misleading comparisons will be drawn with any other

provider or course.

Students will receive clear, accurate and appropriate information to make an informed decision about

enrolment into a course prior to enrolment.

Recognition of Qualifications

EHPA Training Services recognises Australian Qualifications Framework (AQF) qualifications and

statements of attainment issued by other Registered Training Organisations in Australia.

Access & Equity

EHPA Training Services is committed to ensuring that:

Access and equity principles are applied to all aspects of its operations, promoting full and equal

opportunities for all clients.

No person is discriminated against, harassed or treated unfairly in their dealings with EHPA Training

Services.

Each student has access to the level of support required to enable them to reach their full potential

without it causing unjustifiable hardship to the organisation.

It complies with relevant Equal Opportunity legislation and Discrimination Acts.

Student Selection

EHPA Training Services ensures that clear and accurate processes for application and selection are outlined

and publicised. Entry requirements for each course are clearly outlined in the relevant Course Application

Information and students wishing to participate in a course or unit of study must meet these requirements.

Financial Standards

EHPA Training Services:

a) Adopts sound business and financial planning systems.

b) Has fair, equitable and transparent fees, charges and refund policies which are made available to

the public and to all students prior to enrolment.

c) Will have its accounts certified by an qualified Accountant to Australian Accounting Standards at

least annually.



d) Will provide a certificate of accounts to its registering body upon request.

e) Upon request from its registering body, will provide a full audit report on EHPA Training Services’

financial accounts from a qualified and independent accountant.

Legal Obligations

EHPA Training Services:

a) Maintains adequate, current and appropriate insurance and registration.

b) Complies with all laws relevant to operation of its business. EHPA Training Services maintains a

register of all applicable laws and legislation.

c) Allows government departments or their agents' access to training records, delivery locations and

staff for auditing purposes when required, in line with privacy and confidentiality principles.

d) Will keep records of competency completion for a period of at least thirty (30) years.

Student Code of Conduct

Students’ Rights

All students have the right to:

Be treated fairly and with respect by all students and staff.

Not be harassed, victimised or discriminated against on any basis.

Learn in a supportive environment which is free from harassment, discrimination and victimisation.

Learn in a healthy and safe environment where the risks to personal health and safety are managed and

minimised.

Have their personal details and records kept private and secure according to our Privacy and Personal

Information Policy.

Access the information EHPA Training Services holds about them.

Have their complaints and appeals dealt with fairly, promptly, confidentially and without retribution.

Make appeals about procedural and assessment decisions.

Receive training, assessment and support services that meet their individual needs.

Be given clear and accurate information about their course, training and assessment arrangements and

their progress.

Access the support they need to effectively participate in their training program.

Provide feedback to EHPA Training Services on the client services, training, assessment and support

services they receive.

Students’ Responsibilities

All students, throughout their training and involvement with EHPA Training Services, are expected to:

Treat all people with fairness and respect and not do anything that could offend, embarrass or threaten

others.

Not harass, victimise, discriminate against or disrupt others.

Treat all others and their property with respect.

Respect the opinions and backgrounds of others.

Follow all safety policies and procedures as directed by staff.

Report any perceived safety risks as they become known.



Not bring into any premises being used for training purposes, any articles or items that may threaten the

safety of self or others.

Notify us if any of their personal or contact details change.

Provide relevant and accurate information to EHPA Training Services in a timely manner.

Approach their course with due personal commitment and integrity.

Complete all assessment tasks, learning activities and assignments honestly and without plagiarism.

Hand in all assessment tasks, assignments and other evidence of their work with a completed and

signed cover sheet.

Prepare appropriately for all assessment tasks and training sessions.

Notify EHPA Training Services if any difficulties arise as part of their involvement in the program.

Notify EHPA Training Services if they are unable to participate in the program.

Notify EHPA Training Services if they are unable to attend a training session for any reason at least 24

hours prior to the commencement of the activity.

Make payments for their training within agreed timeframes.

Quality Assurance & Continuous Improvement

The following is an excerpt of EHPA Training Services’ Quality Assurance and Continuous Improvement

Policy. For a full copy of this policy, please visit our website or request a copy from our office.

EHPA Training Services has an evidence-based and outcomes-focused approach to maintaining quality

practices within its business.

Quality is assured in all aspects of the business, in particular training and assessment services, client

services and the management of EHPA Training Services’s own operations.

Feedback from internal and external stakeholders is systematically and regularly collected, collated and

analysed and the outcomes are used to monitor and improve business operations.

EHPA Training Services uses the following business occurrences to collect invaluable feedback from clients,

staff and/or stakeholders:

course, client and class evaluation surveys/ questionnaires;

learner engagement and employer satisfaction surveys;

interviews, focus groups and consultations with students, employers, industry organisations and

licensing bodies;

face to face contact between trainers/assessors and students;

complaints and appeals;

internal audit reports and organisational self-assessments;

staff performance appraisal and self-assessment reports;

internal staff meetings;

moderation and validation exercises; and

other interactions with stakeholders.

Students, prospective students and other clients are invited to provide their feedback on any aspect of our

services at any time. Feedback can be provided in person, over the phone or in writing. All feedback

received will be used in EHPA Training Services’s feedback and continuous improvement cycle.



EHPA Training Services considers all experiences an opportunity to learn, reflect and improve. Self

reflection and evaluation plays a key role in the organisation’s continuous improvement and all managers

and staff are actively encouraged to participate in continuous improvement processes.

In line with the requirements of the VET Quality Framework, EHPA Training Services collects and uses data

on the three Quality Indicators endorsed by the National Quality Council to gauge its own performance. The

three endorsed indicators are:

Learner Engagement

Employer Satisfaction

Competency Completion

Reports from the Quality Indicator feedback collection tools will be used by EHPA Training Services to

monitor and benchmark its performance at regular intervals. This allows identification of:

Areas that need improvement;

Areas where performance is getting weaker;

Improvement targets; and

Whether the improvement plan is working.

Students and their employers (where appropriate) are asked to participate in this process by completing the

learner engagement or employer satisfaction surveys when they are circulated. These will be sent to you by

mail or email. Your completion of this survey helps us to monitor our performance, better understand your

needs as well as provide a report to the Australian government on how well we’re doing as a registered

training organisation.

National Recognition and Credit Transfers

The following is an excerpt of EHPA Training Services’ National Recognition and Credit Transfer Policy. For

a full copy of this policy, please visit our website or request a copy from our office.

EHPA Training Services recognises all nationally recognised qualifications and units of competency issued

by Registered Training Organisations in Australia.

Credit Transfers will be granted for any units that have been previously attained and are matched to a unit

within a student’s current enrolment; or where units from a preceding training package are seen to be

equivalent as documented by the Training Package guidelines.

Units that are not able to be directly matched will be reviewed to determine whether the content from units

previously attained aligns with content within the remaining units of the student’s course.

Access, Equity, and Anti-Discrimination

The following is an excerpt of EHPA Training Services’ Access, Equity and Anti-Discrimination Policy. For a

full copy of this policy, please visit our website or request a copy from our office.

EHPA Training Services is committed to ensuring that:

Access and equity principles are applied to all aspects of its operations, promoting full and equal

opportunities for all clients.

No person is discriminated against, harassed or treated unfairly in their dealings with EHPA Training

Services.



Each student has access to the level of support required to enable them to reach their full potential

without it causing unjustifiable hardship to the organisation.

It complies with relevant Equal Opportunity legislation and Discrimination Acts.

EHPA Training Services recognises and values the individual differences of its students and the community

and recognises that students come into its programs with a wealth of personal knowledge and life

experiences.

EHPA Training Services recognises that diversity is an opportunity to enrich and extend opportunities for all,

by creating an inclusive environment for all people regardless of their background. This is ensured by:

providing a welcoming and supportive training community

offering flexibility in the way in which training and assessment is provided

providing reasonable adjustments to training and assessment activities

having transparent student and staff recruitment and selection procedures

determining the needs of all individuals upon engagement with the organisation

providing students and staff access to a range of support services.

In accordance with legislation, no person or organisation will be treated unfairly or discriminated against, on

the basis of age, colour, race, gender, religious or political conviction, sexuality, ability or disability, location,

family responsibilities, membership or non-membership of an association or for any other stereotypical or

illegal reason.

EHPA Training Services is committed to providing all people with an environment free from all forms of

harassment. EHPA Training Services will not tolerate any behavior that harms, intimidates, threatens,

victimises, offends, degrades or humiliates another person.

The principles and practices adopted by EHPA Training Services aim to ensure, that current and prospective

students and other stakeholders are treated fairly and equitably in their dealings with EHPA Training

Services.

All people will be treated courteously and expeditiously throughout the process of enquiry, acceptance and

enrolment and throughout their participation in a course.

EHPA Training Services provides equity in access to the level of training and support required by each

student. All students are supported in a manner that enables them to achieve their full potential and success

in their training outcomes.

EHPA Training Services provides equitable access to training and assessment services by:

offering culturally appropriate training and assessment resources that are relevant to student needs and

circumstances

referring students to support and counselling services where needed

offering a wide range of course and learning options

assisting students to arrange additional services if required

providing an assessment approach that is self-paced.

Student Support Policy

The following is an excerpt of EHPA Training Services’ Student Support Policy. For a full copy of this policy,

please visit our website or request a copy from our office.

Support Philosophy

EHPA Training Services is committed to ensuring that all students receive adequate learning support to

ensure their full potential is reached. Therefore, EHPA Training Services ensures that:



The learning and support needs of all students is assessed upon entry into a program.

All students are aware of how to access the services they require to successfully complete their training

and assessment program.

Feedback is collected about EHPA Training Services’s provision of support services and the feedback is

systematically collated, analysed and used to improve training services.

Needs Identification

Students’ needs are identified upon entry into their course of study. Information to make this assessment is

gathered through:

Information provided by the student on the application and/or enrolment forms.

Assessment of the formal language, literacy and numeracy skills test which is given to each student

upon commencement of the course.

Discussion with the student during their induction to the program.

Gathering information about each student’s prior formal and informal learning and encouraging them to

seek recognition for this through the RPL process.

Developing an individual training and assessment record for each student during the initial stages of a

qualification.

Learning Support

All students are provided with a range of learning support options and resources to help them achieve

competency. This includes:

Mentoring from appropriately qualified trainers including their phone and email contact details.

Classes, tutorials and workshops – these may be optional depending on the student’s course of study.

Job placement assistance for those participating in courses that require practical placement.

A range of short course training programs that may be complementary to full qualification courses.

Online support and exercises for some courses.

Computer and technology support.

Referral to external support services.

Additional Support Services

EHPA Training Services recognises that all people learn differently and acknowledge that some students

may require additional support. Additional support will be provided for any students experiencing:

disability and access issues;

language barriers;

language, literacy and numeracy issues;

employment issues; and/or

any other issues that may affect their ability to achieve their training goals.

Provision of additional support services will be provided where necessary to enable students to participate in

the same way as any other person regardless of whether support services have been required.

Where there is perceived difficulty in achieving learning goals, the trainer will discuss these issues with the

student. The student will be provided with information about possible alternative pathways, additional tools

and resources available, and options and choices for accessing a supportive network. The information

provided will vary depending on the individual needs of the student.



Support Services

Should you require additional support during the term of your course, please advise your Trainer / Assessor

who will endeavour to refer you to an appropriate support service.

EHPA Training Services offers a free training support service available all students who have any questions

or difficulties regarding their current training or employment as well as their future career development. The

service aims to provide students with the information they need to help their own academic and career path.

Our staff can assist you with questions regarding training and career pathways and opportunities, personal

development opportunities, work placement and/or any other training / industry related questions.

This service offers practical answers to most of the questions and challenges faced by students in relation to

their training and/or career. We are here to help and will always try to source the information you need to feel

supported or refer you to an appropriate internal or external service if required.

We will respect your right to privacy. Any information disclosed will remain strictly confidential.

For our Training Support Service call Ph: 03 9438 5960 Fax: 03 9438 5955 during office hours from Mon-Fri,

9am-5pm.

External Support Services

Reading and Writing Hotline

Telephone: 1300 655 506 Website: http://www.literacyline.edu.au/index.html

For the price of a local call anywhere in Australia, the Hotline can provide you with advice and a referral to

one of 1200 providers of courses in adult literacy and numeracy.

Centrelink

Telephone: 131021 Website: www.centrelink.gov.au

You may be eligible for funding assistance if you receive one of the following:

• Pensioner Supplement Allowance

• ABSTUDY *course dependent

• AUSTUDY

• Youth Allowance

The Victorian Equal Opportunity & Human Rights Commission

Telephone: (03) 9281 7100 Website: http://www.equalopportunitycommission.vic.gov.au/home.asp

The Commission’s can resolve individual complaints about discrimination, sexual harassment and racial and

religious vilification by offering a conciliation process that is confidential, impartial, free, and simple.

Legal Aid Victoria

Telephone: 1800 677 402 Website: http://www.legalaid.vic.gov.au

Victoria Legal Aid helps people with their legal problems and focuses on helping and protecting the rights of

socially and economically disadvantaged Victorians. It can provide assistance in the areas criminal law,

family law and some civil law matters. Legal representation is subject to policy guidelines and means tests in

most cases. They have lawyers in offices in most major metropolitan and country regions.

Disability Rights Victoria

Telephone: 1800 462 480

http://www.centrelink.gov.au/

http://www.equalopportunitycommission.vic.gov.au/home.asp

http://www.legalaid.vic.gov.au/



Disability Rights Victoria is an advocacy organisation directed by people with a disability. They work with and

on behalf of adults with a disability. They provide individual advocacy, information and support to people with

a disability via our network of advocates located across Victoria. This support may include making

representation on behalf of individuals with a disability, helping individuals to advocate for themselves or

helping others to advocate for them.

Lifeline

Telephone: 13 11 14

Anyone can call Lifeline. The 13 11 14 service offers a counselling service that respects everyone’s right to

be heard, understood and cared for. They also provide information about other support services that are

available in communities around Australia. If you feel that you might need telephone counselling, you can

call about anything that might be troubling you.

Kids Help Line

Telephone: 1800 55 1800 Website: www.kidshelpline.com.au

If you're under 18 years of age you may consider contacting who provide access to telephone, web and

email counselling.

Fair Work Australia

Telephone: 1300 799 675 Website: www.fwa.gov.au/index.cfm

Fair Work Australia is the national workplace relations tribunal. It is an independent body with power to carry

out a range of functions relating to minimum wages, employment conditions, termination of employment and

other workplace matters.

Reach Out

Website: www.reachout.com.au

Reach Out is a web-based service that inspires young people to help themselves through tough times, and

find ways to boost their own mental health and wellbeing. Their aim is to improve young people’s mental

health and wellbeing by building skills and providing information, support and referrals in ways they know

work for young people.

Legislation

All students are required to be aware of their responsibilities under Commonwealth, State and/or Territory

legislation and regulation that applies due to their participation in vocational education and training with

EHPA Training Services.

The following legislation applies to you during your participation in your course. If you are unsure what

obligations these place on you, please call our office or ask your trainer/assessor.

Commonwealth

National Vocational Education and Training Regulator Act 2011

Privacy Act 1988

Copyright Act 1968

Freedom of Information Act 1982

Occupational Health and Safety Act 1991

Disability Discrimination Act – Education Standards 2005

Victoria

Anti-Discrimination Act

http://www.kidshelpline.com.au/

http://www.fwa.gov.au/index.cfm

http://www.reachout.com.au/



Equal Opportunity Act 2010

Information Privacy Act 2000

Occupational Health And Safety Act 2004

Working With Children Act 2005

Queensland

Anti-Discrimination Act 1991


Right to Information Act 2009

Workplace Health and Safety Act 1995

Tasmania



Personal Information Protection Act 2004

Workplace Health and Safety Amendment Regulations 2003

New South Wales


Disability Services Act 1993

Education Act 1990

Education Regulation 2007

Freedom of Information Regulation 2005

Occupational Health and Safety Regulation 2001

Privacy and Personal Information Protection act 1998

Western Australia

Freedom of Information Act 1992

Disability Services Act 1993

Fair Trading Act 1987

Occupational Safety And Health Act 1984

Information Privacy Bill 2007

Vocational Education And Training Act 1996

Queensland


Education and Training Legislation Amendment Act 2009

Fair Trading Act 1989

Fair Trading Regulation 2001



Vocational Education, Training and Employment Act 2000

Quality Training Policy

The following is an excerpt of EHPA Training Services’s Quality Training Policy. For a full copy of this policy,


EHPA Training Services will ensure that all training services provided are of the highest quality standard

possible and are reflective of current industry trends and employer expectations. This is achieved by

ensuring that:

Training is delivered by appropriately qualified trainers who have extensive industry experience.



All training products used and/or developed meet the requirements of the appropriate Training Package

or Accredited Course.

All training products used and/or developed are reviewed before use by the organisation’s personnel for

quality, accuracy and currency.

All courses are developed in consultation with industry experts.

All courses are developed in line with the organisation’s Course Development Policy which ensures

compliance with the VET Quality Framework.

Feedback is collected about all training products and services and the feedback is systematically

collated, analysed and used to improve the quality of training and education services provided.

The individual learning and support needs of all students are identified upon entry into a course.

All trainers/assessors regularly participate in moderation and validation of the units and courses of which

they deliver.

All units and courses are moderated and validated at least annually and outcomes of these exercises are

used to improve training services and products.

All classes are delivered according to a documented session plan and supporting materials which have

been reviewed and approved by the appropriate manager.

Training Philosophy

The training philosophy held by EHPA Training Services is that students learn best by doing and gaining

practical experience in real situations. Therefore, where possible, training practices will reflect and

incorporate the real work experiences and examples of students and trainers, as well as the workplace

environment that students can expect for the industry in which they are learning about.

In workplace based courses, learning tasks will be centered on tasks that would normally be required within

the workplace. Where possible and practical, training will include scenarios, case studies or workplace

practice that reflect the actual work environment and job-role requirements of the relative industry.

Training Processes

In general terms, training will be provided through:

a) Face to face classes

b) Experience in simulated workplace environments

c) Field trips

d) Practical tasks in class

e) Completion of exercises, case studies, class notes and reading materials.

Reasonable Adjustment

Wherever possible, trainers/assessors will make reasonable adjustments to training and assessment

processes to ensure that all people are treated equally in the training and assessment process. For more

information please refer to the Assessment Policy.

Feedback on Training

EHPA Training Services collects formal and informal feedback from students about the training processes

used throughout its qualifications, courses and units of competency.

The feedback collected will be used to bring about improvements to the course delivery methods, tools, and

processes used by EHPA Training Services.



Assessment Policy

The following is an excerpt of EHPA Training Services’ Assessment Policy. For a full copy of this policy,


Ensuring Competency

EHPA Training Services ensures that only students who hold the requisite skills and knowledge, as set out in

the unit of competency, are marked as Competent. EHPA Training Services does this by:

ensuring that its assessment processes meet the requirements of the training package or accredited

course

ensuring its assessment processes are valid, fair, flexible, and reliable

ensuring assessment processes are carried out in a way that is consistent with the Training and

Assessment Strategy documented during course development and regularly updated

providing comprehensive assessment tools and clear information to trainers and assessors

ensuring its assessment processes effectively cover all dimensions of competency as outlined in the

competency standards and assessment guidelines of each unit

continually reviewing and improving assessment processes, tools and records

having a planned schedule of moderation and validation activities that ensures all units are moderated

and validated at least annually

ensuring that assessors follow the rules of assessment and sight current, sufficient, authentic and valid

evidence when forming their assessment decision.

Implementing a Student Code of Conduct and a Student Plagiarism and Academic Collusion Policy with

which all students must comply.

Qualifications of Trainers and Assessors

EHPA Training Services ensures that all trainers and assessors hold the required qualifications and

experience to deliver the qualifications, units of competency and courses with which they are involved. All

trainers and assessors employed by the organisation will:

Have the required training and assessment competencies as determined by the National Skills

Standards Council (NSSC) or its successors; and

Hold the relevant vocational competencies or demonstrated equivalence to the competencies at least to

the level they deliver and/or assess; and

Maintain currency in industry skills directly related to the training and assessment they undertake; and

Continue to develop their Vocational Education and Training (VET) sector knowledge and skills as well

as their industry and trainer/assessor competence.

Role of Assessors

The role of an Assessor in assessing student work is to objectively assess a student’s evidence and

performance against the prescribed set of standards. In order to do this effectively, the assessor will be

skilled in, and have a sound knowledge of, the industry area they are assessing.

The assessor will be a qualified and skilled assessor and will:

Ensure student work meets the requirements of the units of competency.

Ensure that evidence is valid, reliable, sufficient, authentic, current and consistent.

Use their expertise to make a fair and object assessment decision.

Provide constructive feedback to the student.



Moderation and Validation of Assessment

EHPA Training Services ensures its trainers and assessors participate in regular moderation, validation and

benchmarking activities to ensure their training practices and assessment decisions:

Are consistent between assessors;

Are valid, flexible, reliable and fair;

Are based on evidence that is sufficient, authentic, valid and current; and

Meet the requirements of the training package and/or accredited course.

Assessment Processes

The assessment processes used by EHPA Training Services includes the collection of a broad range of

evidence for the assessor to base their decision on. In general terms, assessment tasks may require

students to:

Respond to questioning.

Provide written responses to questions, scenarios and case studies.

Be observed using their skills in a simulated workplace environment or in the classroom.

Work on projects.

EHPA Training Services provides clear instructions to assessors on the processes of assessment used by

EHPA Training Services in its Assessment Procedures.

Reasonable Adjustment

Wherever possible, assessors will make reasonable adjustments to training and assessment processes to

ensure that all people are treated equally in the assessment process and that no person is disadvantaged

due to a disability.

Assessment processes may be reasonably adjusted to accommodate the following, but not limited to these,

groups:

Students with English as a second language.

Students with literacy or numeracy difficulties.

Indigenous students.

Students with sensory impairments.

Students with physical or intellectual disabilities.

Reasonable adjustment may mean:

Making training resources and methods accessible.

Adapting physical facilities, environment and/or equipment.

Making changes to the assessment arrangements.

Making changes to the way evidence for assessment is gathered.

Fairness and equity

EHPA Training Services will not disadvantage or discriminate against any person or organisation on any

basis. To ensure this, EHPA Training Services has developed, for all courses:

Clearly set out instructions about the requirements of assessment for students;

Clearly defined assessment criteria;

Documented answer benchmarking guides;



Clear and easy to follow assessment recording tools;

A defined format to be used by students to submit their assessment tasks;

A defined format to be used to provide students with feedback about their assessments; and

Effective dispute resolution and assessment appeals processes which will be used to examine and

investigate any issue of unfairness or disadvantage that is identified.

EHPA Training Services takes preventative and corrective action to detect plagiarism, cheating and

academic collusion as outlined in its Student Plagiarism, Cheating and Collusion Policy.

Information about Assessment

To ensure students can prepare appropriately for all assessments, students will be appropriately informed of

the assessment arrangements for each unit of competency or cluster of units. Information about each unit’s

assessment requirements is provided in the . Students will be:

Informed of the arrangements, context and purpose of all assessment tasks at the commencement of the

unit or cluster of units;

Informed of the performance criteria against which they are being assessed; and

Given advance warning of all assessment arrangements.

Feedback

Students will be given constructive feedback from their assessor on the outcomes of assessment and on

opportunities for further development whenever it is identified.

EHPA Training Services collects formal and informal feedback from students about the assessment

processes used throughout its qualifications, courses and units of competency. The feedback collected will

be used to bring about improvements to the course delivery methods, tools, and processes used by EHPA

Training Services

Re-Assessment

Students may be re-assessed on their work up to three (3) times before a unit of competency will be deemed

‘Not Yet Competent’. Students may then re-enroll in the unit or make an appeal about the assessment

decision by following the Complaints and Appeals Policy and Procedure.

Assessment Appeals

Students can appeal an assessment decision up to twenty-one (21) days after the decision has been made.

Assessment appeals can be made using the Complaints and Appeals Policy and Procedure.

Recognition of Prior Learning

Due to the nature of the courses offered by EHPA Training Services, the RTO does not currently offer Recognition of Prior Learning for its programs. This is because participants are attracted to these courses are those who do not / have not had exposure to the skills and knowledge offered by each course. They participate in this program to gain this knowledge and experience rather than seeking out the relevant units of competency.

Contextualisation of Assessment

EHPA Training Services recognises the need for assessment processes, tools and methods to be

contextualised from time to time to reflect the local outcomes required. When contextualisation is required,

EHPA Training Services will make the changes in line with the guidelines on contextualisation as set out in

the relevant training package.



Trainers/assessors may identify the need for contextualisation and may contact the PEO to organise the

changes to the assessment tools, methods and/or processes as relevant.

Privacy and Personal Information

The following is an excerpt of EHPA Training Services’ Privacy and Personal Information Policy. For a full

copy of this policy, please visit our website or request a copy from our office.

In collecting personal information EHPA Training Services will comply with the requirements set out in the

Privacy Act 1988 and associated state legislation.

EHPA Training Services is committed to ensuring the confidentiality, integrity and security of all information.

EHPA Training Services is committed to:

Only collecting information that is necessary

Being fair in the way the training arm collects information

Keeping others informed about the purpose for collecting information

Collecting information directly where possible

Only using and disclosing information in ways that is consistent with expectations

Keeping the information we collect secure

Being open about the kind of personal information we hold

Ensuring the information held is accurately recorded and up to date

Providing access to the records we hold about a person to that person upon request

Limiting the amount of highly sensitive information held, where possible.

Collection of information

EHPA Training Services will collect information from clients, associated organisations and third parties either

electronically or in hard copy format; including information that personally identifies individual people.

EHPA Training Services will only collect information by fair and lawful means that is necessary for the

functions of EHPA Training Services.

The following information is collected and stored by EHPA Training Services:

Personal information and contact details

Employment information

Statistical information

Academic history

Course enrolment information

Correspondence

Records of course participation and progress

Assessment information

Payment information

Use of Information

The information supplied by clients, staff and other individuals will be used to enable efficient administration,

provide information about enrolment opportunities, record unit achievement and to maintain accurate

records. If an individual chooses not to provide certain information then we may be unable to provide some

services or provide appropriate information.



Disclosure of information

Information about students studying with EHPA Training Services may be shared with the Australian

Government and designated authorities, such as the National Centre for Vocational Education Research

(NCVER). This information includes personal and contact details, course enrolment details, unit outcomes,

statistical information and information related to funding (if applicable).

EHPA Training Services will not disclose an individual’s information to another person or organisation unless:

the individual concerned is reasonably likely to have been aware, or made aware, that information of

that kind is usually passed to that person or organisation

the individual concerned has given written consent

EHPA Training Services believes on reasonable grounds that the disclosure is necessary to prevent

or lessen a serious and imminent threat to the life or health of the individual concerned or of another

person

the disclosure is required or authorised by or under law

the disclosure is reasonably necessary for the enforcement of the criminal law or of a law imposing a

pecuniary penalty, or for the protection of the public revenue.

Any person or organisation to whom information is disclosed as described in this policy is not permitted to

use or disclose the information for a purpose other than the purpose for which the information was supplied

to them.

Where information is disclosed for the purposes of enforcement of the criminal law or of a law imposing a

pecuniary penalty, or for the purpose of the protection of the public revenue, EHPA Training Services shall

include in the record containing that information, a note of the disclosure.

Access to Records

Clients have the right to access or obtain a copy of the information that EHPA Training Services holds about

them, which includes personal information and records of participation and progress. Requests to access or

obtain a copy of records must be made in writing using an Access to Records Request Form following the

Access to Records Procedure outlined below.

Amendment to Records

If an individual considers the personal information that EHPA Training Services holds about them to be

incorrect, incomplete, out of date or misleading, they can request that the information be amended.

Where a record is found to be inaccurate, a correction will be made. Where a student requests that a record

be amended because it is inaccurate but the record is found to be accurate, the details of the request for

amendment will be noted on the record.

Access to Records

Requests to access or obtain a copy of records must be made in writing using an Access to Records

Request Form.

You will be advised of how you may access or obtain a copy of your records and the applicable fees within

ten (10) days of receiving the written request.

There is no charge for a client to access the records that EHPA Training Services holds about them;

however a photo-copying charge of 20 cents per page will apply for every page that is copied.

Where access is provided to review the contents of a file in person, photo identification will be required to

ensure that the person viewing the file is the student. Access will occur in the presence of an EHPA Training

Services staff member. Where copies of records are to be provided via post, records will only be sent to the

home address held on file for the client and will be sent by registered mail.



A student may request a copy of their current results from our office at any time via email or phone without

using the Access to Records Request Form.

To obtain access to your records:

Use the Access to Records Request Form and send it to EHPA Training Services, PO Box 378, Diamond

Creek, Vic 3089 or email it to [email protected]

Within 10 days of receiving the completed form, you will be notified of the arrangements for accessing the

records and the applicable fees or a copy of the records provided.

Access to records may be provided by:

making copies of documents held in a file;

giving access to review a file; or

other means necessary to grant access to records.

Issuing of Qualifications and Statements

The following is an excerpt of EHPA Training Services’ Qualification and Statements Issuing Policy. For a

full copy of this policy, please visit our website or request a copy from our office.

EHPA Training Services will issue to students whom it has assessed as competent in accordance with the

requirements of a Training Package or accredited course, a qualification or statement of attainment (as

appropriate) that:

Meets the requirements of the Australian Qualifications Framework (AQF);

Identifies EHPA Training Services by its national provider number from training.gov.au;

Includes the Nationally Recognised Training (NRT) logo in accordance with its current conditions of use.

All qualifications and statements of attainment issued by EHPA Training Services for nationally recognised

training will be in accordance with its Scope of Registration as listed on training.gov.au.

EHPA Training Services ensures the integrity of all qualifications and statements through clearly defined

training, assessment and administrative processes which ensure counter cross-checks.

Qualifications

On completion of a course and payment of final course fees, qualifications will be issued within twenty-one

(21) days. Qualifications will be accompanied by a Statement of Results showing the Units of Competency

achieved in the course.

EHPA Training Services reserves the right to with-hold the issuance of qualifications until all fees related to

the course the qualification relates to have been paid, except where EHPA Training Services is not permitted

to do so by law.

Statements of Attainment

Statements of attainment will be issued where a student has completed only part of a qualification either due

to withdrawal or the intent of their enrolment. Statements will be issued within 21 days of all fees being paid

and formal notification of the withdrawal has been received by EHPA Training Services (where relevant).

Re-Issuing Statements and Qualifications

Records of qualifications and statements of unit achievement are kept on record for a period of at least thirty

(30) years. Students can request copies of any of these statements or qualifications at any time for an

additional charge. Refer to the current Fees, Charges and Refund Policy for the current fee.

mailto:[email protected]

http://www.training.gov.au/



Student Plagiarism, Cheating and Collusion

The following is an excerpt of EHPA Training Services’ Student Plagiarism, Cheating and Collusion Policy.

For a full copy of this policy, please visit our website or request a copy from our office.

EHPA Training Services has put in place a Student Plagiarism, Cheating and Collusion Policy to ensure that

mechanisms are in place to avoid these forms of unacceptable behaviour. The policy outlines the strategies

in place to detect and respond to such incidents.

Definitions

Cheating – seeking to obtain an unfair advantage in the assessment of any piece of work.

Plagiarism – to take and use the ideas and/or expressions and/or wording of another person or organisation

and passing them off as one’s own by failing to give appropriate acknowledgement. This includes material

from any source such as staff, students, texts, resources and the internet, whether published or unpublished.

Collusion – unauthorised collaboration between students.

Student Integrity and Honesty

EHPA Training Services is committed to upholding standards of student integrity and honesty in regards to

the assessment of their work and places value in the declarations of authenticity made by students.

Students are expected to act with integrity at all times and only submit work that is their own, or that has

been appropriately referenced and includes acknowledgements of all texts and resource materials utilised in

the development of the work.

Students and staff have a duty to ensure they gain the necessary understanding of how to correctly

acknowledge and cite references and resources so as to minimise the incidents of plagiarism and cheating

and the allegations of such.

Unacceptable Behaviour

From time to time, there may be incidents of student plagiarism, cheating and collusion which EHPA Training

Services is required to act upon in order to uphold the value of assessment outcomes and the reputation of

the nationally recognised training provided.

Student plagiarism, cheating and collusion in any form are unacceptable and will be treated seriously by

EHPA Training Services.

Avoiding and Detecting

Upon the submission of all assessment tasks, students are required to sign an Assessment Cover Sheet that

includes a declaration of the authenticity of the work.

EHPA Training Services will take the necessary steps to detect plagiarism and cheating which may include:

Monitoring students in closed book question and answer sessions;

Comparison of work with electronic reference materials, internet resources and the work of other

students;

Incorporating practical demonstrations and verbal questioning into the assessments so that a student’s

work, skills and knowledge can be directly observed.

Incorporating third party reports into the assessment process where possible so that workplace

performance can be confirmed .

Electronic plagiarism detection software;

Referring to the plagiarism register; and

Other methods deemed appropriate by the trainer/assessor.



All staff have an obligation to identify and investigate any possibility of plagiarism, cheating or collusion.

A staff member who suspects that plagiarism, cheating or collusion may have occurred should first source

evidence (through identification of the source) to support their allegation.

Responding to Incidents

A student found to have plagiarised, cheated or colluded will be given an opportunity to respond to the

allegations.

Students found to have plagiarised, cheated or colluded will be dealt with through the Student Discipline

Policy.

A student’s involvement in alleged plagiarism, cheating or collusion will be retained on the plagiarism register

while still enrolled in any course and training and assessment staff will have access to this information when

considering any subsequent allegations of mis-conduct.

Complaints and Appeals Policy

The following is an excerpt of EHPA Training Services’ Complaints and Appeals Policy. For a full copy of

this policy, please visit our website or request a copy from our office.

Complaints and Appeals Systems

EHPA Training Services is committed to developing and maintaining an effective, timely, fair and equitable

complaints and appeals system which is easily accessible and offered to complainants at no charge. EHPA

Training Services aims to:

develop a culture that views complaints and appeals as an opportunity to improve the organisation and

how it works;

set in place a complaints and appeals handling system that is client focused and helps EHPA Training

Services to prevent events that cause complaints and appeals from recurring;

ensure that any complaints and appeals are resolved promptly, objectively, with sensitivity and in

complete confidentiality;

ensure that the views of each complainant and respondent are respected and that any party to a

complaint or appeal is not discriminated against nor victimized;

ensure that there is a consistent response to complaints and appeals.

Resolving Issues before they become a formal complaint

Students and clients are encouraged, wherever possible, to resolve concerns or difficulties directly with the

person(s) concerned to deal with the issue before it becomes a formal complaint. EHPA Training Services’

trainers and administration are available to assist students to resolve their issues at this level.

Lodging a Complaint

Formal complaints and appeals may be made in writing to the Principal Executive Officer (PEO). All parties

are encouraged to approach matters with an open view and to attempt to resolve problems through

discussion and conciliation.

Resolution Timeframe

Complaints will be investigated by the PEO or their delegate and a proposed resolution provided in writing

within fifteen (15) working days of the complaint being received. If the complaint is particularly complex, the

issue may take longer to resolve and the complainant will be advised in writing if this applies.



Complaints and Appeals Register

All formal complaints and appeals and their outcomes will be recorded on the Complaints and Appeals

Register. In addition, the register will be regularly reviewed by management and used as an opportunity for

improvement and reflection.

Timeframe for Assessment Appeals

A request for an appeal of an assessment decision may be made in writing to the PEO with reasons why the

assessment appeal is being made. Assessment appeals must be made within 60 days of the original

assessment decision being made.

In the case of an assessment appeal, an internal review of the assessment will occur. As part of this

process, where deemed necessary, EHPA Training Services may appoint an independent, qualified

assessor to review and make a decision on the assessment.

Outcomes of an assessment appeal will be advised in writing within 30 days. The appellant will be advised in

writing if additional time is required.

Complaints and Appeals Procedure

Complaints & Appeals

1. Stage 1 – Addressing concerns and difficulties

Wherever possible, students and clients should attempt to resolve concerns or difficulties directly with

the person(s) concerned to deal with the issue before it becomes a formal complaint. EHPA Training

Services trainers and admin staff are available to assist students to resolve their issues at this level.

2. Stage 2 – Formal complaint

1 Make complaint in writing

Formal complaints should be made in writing and made attention to the PEO.

When making a complaint, provide as much information as possible to enable EHPA Training

Services to investigate appropriately and determine an appropriate solution. This should include:

The issue you are complaining about – what happened and how it affected you.

Any evidence you have to support your complaint.

Details about the steps you have taken to resolve the issue.

The complainant is invited to include suggestions about how the matter might be resolved.

2 You will be advised in writing once the complaint is received.

3 Upon receiving the complaint, investigation into the matter will take place to ensure EHPA has

accurate, complete and relevant information.

4 EHPA may request further details from you and /or respondents (if applicable). This may be in

writing, over the phone, or by face-to-face interview with the complainant and/or respondent(s).

5 The PEO will review the information and decide on the appropriate actions to be taken. You will be

advised in writing of the resolution.

3 Stage 3 – Internal appeal

1 If you are dissatisfied with the outcome of the complaints process, you may lodge an appeal to the

Management team within 60 days of the original decision being made.



2 You may request for an independent party (mediator) to be involved in the process. Additionally,

EHPA may decide to call upon an independent mediator to assist to resolve the issue where a

decision cannot be reached internally.

3 The matter will be investigated and parties may be invited to provide further information.

4 The management meeting will meet to decide on an appropriate resolution and you will be advised in

writing of the outcome.

4 Stage 4 – External complaint or appeal

If you are dissatisfied with the outcome of the internal complaints and appeals processes, you may take your

matter further by lodging a complaint or appeal with an external organisation, at your own cost. EHPA will

cooperate with any external organisation investigating a complaint or appeal. External organisations that

investigate complaints include:

Administrative Appeals Tribunal (http://www.aat.gov.au)

Consumer Affairs Victoria

EHPA Training Services’ registering body, Australian Skills Quality Authority.

Note: ASQA can only deal with complaints about:

the information provided by an RTO about its course/s

the delivery and assessment of training received

the qualifications issued or to be issued.

Assessment Appeals

1 Students have the right to appeal an assessment decision.

2 Assessment appeals should be made in writing attention to the PEO within 60 days of the original

assessment decision being made.

3 The student should provide details of why they are appealing the assessment decision.

4 The PEO will organise for the assessment to be reviewed. Where deemed necessary, EHPA may

appoint an independent, qualified assessor to review the assessment.

5 The outcome of the assessment appeal will be advised in writing to the student within 20 days. The

student will be advised if additional time is required due to special circumstances.

Student Discipline

The following is an excerpt of EHPA Training Services’ Student Discipline Policy. For a full copy of this

policy, please visit our website or request a copy from our office.

EHPA Training Services provides all students with clear expectations on the standards of conduct that are

expected of them during their participation in the course. The rights and responsibilities of students are

prescribed in:

The Student Code of Conduct

Other organisational policies and procedures

EHPA Training Services provides information on the above in the Student Handbook and Course Guides

which are provided to students prior to or upon commencement of a course. These are also available on

EHPA Training Services’ website at www.ehpa.org.au

If any student breaches the requirements or expectations of them as a student, EHPA Training Services will

be required to take disciplinary action with the student to rectify and/or manage the behaviour.

http://www.aat.gov.au/



Fees, Charges and Refund Policy

Through this policy, EHPA Training Services ensures that all clients are aware of the fees and charges

associated with enrolment in a course and/or service with EHPA Training Services. This policy provides the

guidelines for the eligibility and assessment of refunds.

EHPA Training Services ensures the protection of all fees and aims to provide clear and accessible

information to students about fees and charges prior to and throughout their enrolment and/or other

involvement with EHPA Training Services.

Information about fees and charges

Students and persons seeking to enroll in a course with EHPA Training Services are advised of all fees and

charges associated with a course, including course fees, accommodation and meal fees on the Course

Information brochure, and on EHPA’s website.

The Food Act Legal Management Course offered by EHPA Training Services does not incur a cost due to its

funding from the Department of Health.

Persons seeking to enroll with EHPA Training Services must read and understand this Fees, Charges and

Refunds Policy before signing their agreement. A copy of this policy is provided in the Student Handbook.

Agreement to pay

All students will be required to sign a written agreement at the time of enrolment which outlines the fees due.

The agreement is designed to provide clear and concise information to the student about applicable fees and

charges and provide options for payment.

Fees in advance

EHPA Training Services collects fees in advance for services not yet provided to students.

To ensure the protection of fees paid in advance, EHPA Training Services holds a trust account with a bank

operating in Australia for the full amount of funds held by EHPA Training Services which are pre-payments

from students or future students for tuition or other services yet to be provided by EHPA Training Services.

What do fees cover?

Unless otherwise specified, course fees include the cost of all compulsory training and assessment

materials.

For reissuing of a qualification testamur or academic statement, an additional fee will be incurred at the rate

provided on the relevant Payment Agreement.

Terms and methods of payment

Fees are to be paid within (14) days of receipt of an invoice, unless the payee has elected to pay according

to a direct debit payment schedule which has been approved by EHPA Training Services. The terms of all

invoices are fourteen (14) days.

EHPA Training Services accepts the following methods of payment – cheque, money order, credit card,

direct transfer into the bank account.

Credit card payments can be made over the phone by calling our office and quoting your invoice number or

by completing the remittance slip and posting it to our office.

Issuance of qualifications

Upon completion of a course and once all fees have been paid, the printed qualification or certificate with a

statement of results will be issued and sent to the registered address of the student. When a student



withdraws from a course and once all final fees have been paid, a statement of attainment will be sent to the

student’s registered address.

EHPA Training Services reserves the right to withhold the issuing of qualifications and academic statements

until all fees have been paid.

Late payment

Where a student is more than forty (40) days overdue with payments, EHPA Training Services reserves the

right to suspend training services until payment is made to bring fees up to date.

Students who are experiencing difficulty in paying their fees are invited to call our office to make alternative

arrangements for payment during their period of difficulty.

For long-term outstanding amounts, EHPA Training Services utilises the services of a debt recovery agency

to ensure the collection of all fees.

Refunds

All fee-paying courses include a non-refundable deposit fee. This amount is specified on all course

information about fees and charges and on the Written Agreement signed by each student prior to entry into

a course. The enrolment fee is non-refundable except in the instance where EHPA Training Services is

required to cancel a course due to insufficient numbers or for other unforeseen circumstances.

Students who withdraw from a course and wish to seek a refund or have the amount they owe on their fees

reduced, must apply to EHPA Training Services in writing, outlining the details and reason for their request.

Students who have not completed a withdrawal form are not eligible for consideration of a refund or

reduction in fees.

Eligibility for a refund will be assessed based on the services provided to the student and the costs incurred

by EHPA Training Services in order to provide those services to the student.

In order to maintain consistent and fair decisions on refunds and fee reductions, EHPA Training Services

maintains an internal schedule of the cost of each type of service provided and will base decisions on the

total fees to be charged to a student based on this schedule. This schedule will be provided to students on

request.

The outcome of the refund assessment will be provided by written notice to the student’s registered address,

outlining the decision and reasons for the decision along with any applicable refund or adjustment notice.

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