Code of Practice
Commitment
ACOT is committed to high standards in the provision of education and training. The following Code of Practice describes the minimum standard of ACOT’s education and training. The policies set out in this Code of Practice support the operations of ACOT. ACOT recognises that registration as a Registered Training Organisation may be withdrawn if ACOT does not honour the obligations of this Code of Practice.
Legislative requirements
ACOT complies with all the legislative requirements of State and Federal Government, Occupational Health and Safety, Workplace Relations, Anti-Discrimination and Equal Opportunity and mutual recognition of accredited qualification issued from another RTO.
Quality management focus
ACOT has a commitment to providing a quality service with a focus on continuous improvement. ACOT values feedback from students, trainers and other industry representatives. Where possible, ACOT designs diagnostic assessment tools specific to student needs.
Language, literacy and numeracy
All students have the option to be assessed to ascertain if their Literacy and Numeracy skills are sufficient to successfully undertake the training program. This is usually via interview or completion of a written exercise related to the proposed training program. Those who require further assessments will be out-sourced to a qualified expert. Any cost incurred will be the responsibility of the student.
Marketing and advertising
ACOT markets training products with integrity, accuracy and professionalism, avoiding vague and ambiguous statements. In the provision of information, no false or misleading comparisons are drawn with any other Training Provider, thus ensuring that ACOT’s market strategies will not contravene legislation.
Access and equity
ACOT will meet the needs of the individuals and the community through the integration of access and equity guidelines. ACOT will ensure that equity principals for all people are applied through the fair allocation of resources and the right to equality of opportunity without discrimination. ACOT will increase opportunities for people to participate in the vocational education and training system, and in associated decisions, which affect their lives.
ACOT prohibits discrimination towards any group or individuals in any form, inclusive of:
- Gender
- Pregnancy
- Race, Colour, nationality, ethnic or ethno-religious background.
- Marital status
- Homosexuality male or female, actual or presumed)
- Age (in relation to compulsory retirement)
- Access and equity issues are considered during training package/product development.
- Access and equity issues are considered in training delivery and assessment.
Privacy
Personal information is collected solely for operating as a Registered Training Organisation under the VET Quality Framework (VQF) which is administered by the Australian Skills Quality Authority (ASQA) under the National Vet Regulator Act 2011. The requirements of the registering authority may mean the release of your personal information for the purposes of audit and/or the collection of data by Commonwealth and State Government departments and agencies and the fund manager of the ESOS assurance agency. It is a requirement of the VET Quality Framework that students can access personal information held by ACOT and may request corrections to information that is incorrect or out of date. Apply to the Chief Operating Officer should you wish to view your own records.
Training and assessment standards
ACOT has personnel with appropriate qualification and experience to deliver the training and facilitate the assessment relevant to the training products offered. Assessment will meet the requirements of Nationally Accredited training packages including recognition of prior learning and credit transfer. Adequate training materials and physical resources will be utilised to ensure the learning outcomes of training and assessment can be achieved.
Appeals procedures are in place for students who are not satisfied with their assessment or training. All assessment process will be valid, reliable, flexible and fair. Students will be advised on assessment requirements before training commences.
Admissions/enrolment
Students will be recruited responsibly and ethically and recruitment will be consistent with any training package/product requirements. ACOT is committed to non-discrimination in any form and when recruiting and selecting always complies with equal opportunity and anti-discrimination legislation.
There may be prerequisites before commencing a program due to health requirements or the nature of the program.
Issue of completion documents and certification
Students will be advised of the assessment methodology before training commences. Qualification documents (Diploma/s, Certificate/s, Completion letter/s and Record/s of Results) will be issued as per the attached flow chart following successful completion of the course. Qualification will meet the requirements of the training package/product and legislation.
Link to flow chart
Complaints and Appeals
ACOT seeks to prevent appeals by ensuring that students are satisfied with their training product and its outcomes.
Personnel are expected to be fair, courteous and helpful in all dealings with students. Any complaint about any Assessment will be treated seriously, investigated thoroughly, and dealt with according to the merit of the complaint.
The circumstances and results of any appeal are analysed by the Chief Operating Officer. All records of any appeal will be kept on file.
The student’s on-going enrolment will be maintained during the complaint and appeal process. Should the student not be satisfied with the result or conduct of this process ACOT will assist the student to access an external appeals process at minimal or no cost to the student.
Customer Complaints and Appeal Procedure:
The complaints procedure requires a complainant to agree to:
1. Discussion with the relevant trainer about the complaints to resolve the issue.
2. If the matter is unable to be resolved at this level, the complainant can formalise the complaint and the written complaints/appeal can be lodged with the CEO. At this level the complainant should be given an opportunity to present his or her views in person to the CEO, in support of the appeal. The outcome is to be reported and forwarded in writing to the complainant within seven days of the hearing.
3. If the complaint is still unresolved, it may be referred to the Chief Operating Officer and an external mediator arranged.
4. All complaints that are substantiated must be dealt with within the Complaints and Appeals Policy and Procedure to correct and improve the processes giving rise to complaints.
Click on the links below for full details of the:
Customer Complaints and Appeals Procedure
Customer Complaint Form
Appeals form
