Refund Policy

The Institute offers a fair and equitable refund policy that complies with all legislative requirements. The policy is outlined within the Student Handbook, Course Guide and General Admission Application form.

Enrolment fees paid for courses are not refundable, however are transferable. Refunds of tuition fees will not be made after commencement, instead the Institute offers a deferment. Where a subject fee is paid for in full $150.00 of that fee will be retained by the Institute as an Administration Fee. This fee is applicable for each subject in which a student enrols. Applications for refunds must be made in writing and received by the Dean no later than two weeks prior to class commencement. Requests for refunds received outside this date will be processed according to the refund policy. The Institute upon receipt will then respond within the following 30-60 day period, from the date of receipt of correspondence. In the event of students choosing pre-paid discount tuition fees, those fees are non-refundable, however transferable to either a later date, or another course offered by the Institute. Students who have paid a discounted price for a course have thereby expressed an intent to undertake that course in full, henceforth they will not be eligible for a refund.

Distance Education Fees are subject to the same terms and conditions as listed in the previous paragraph. These will not be processed unless all course materials have been returned to the Institute within 5 working days of receipt and all course materials supplied including text books are returned in as new condition by Certified Mail/Registered Mail. Refunds will then be processed according to the principles states in the proceeding paragraphs, in the following 30-60 day period.

When a request for a refund is received a letter acknowledging receipt of the refund is forwarded to the student and the designated time frame for completion of the request clearly stated.

The refund request will then be investigated and processed according to the policy outlined above within the designated 30-60 day period. Notification of the outcome will be forwarded to the student with a cheque where applicable.

Any appeals regarding refunds are to be referred to the Managing Director. Acknowledgement of receipt of the appeal will be sent to the student, and the outcome notified within the following 30-60 days.

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The organisation 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 Legal Representative. Appeals must be made within 21 days of receipt of assessment. All records of any appeals will be kept on file.

Appeal Procedure:

§ Notify the Student Services Officer or Dean in writing within 21 days. The Student has an option to present their case to the Dean or Student Services Officer in person.
§ A written statement of the outcome of the appeal will be provided within a further 21 days.
§ At this time the student may reassessment or arbitration by a third party or panel acceptable to all parties to the appeal.
§ If the appeal is still unresolved, the student will be advised of external organisations, eg Consumer Affairs or the relevant Government Department that may be able to assist.

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In the event that a student has a grievance concerning any matter in relation to the training or organisation, there is a process in place to ensure that the grievance can be resolved amicably.

Students have the following courses of action available to them:
1. Initial classroom problems should be taken up with the respective lecturer; ie Speak directly with the person concerned to resolve the problem within 7 days

2. Where the lecturer is not able to provide an equitable solution, or the problem persists students should contact the Student Services Officer, ie If the student can not speak to the person concerned they should direct the matter both through an appointment, if possible, or in writing to the Student Services Officer within 21 days

3. If a solution is again not forthcoming students must put the issue in writing and address their concern to the Dean. The Dean will require specific information regarding the grievance in writing to allow all parties involved to be contacted and an explanation gained. This will able carried out in a 21 day period or sooner allow suitable assessment.

4. If the grievance is still unresolved, the student will be advised of external organisations, e.g. police, counselling organisations, that may be able to assist.
All records of any grievance will be kept on file.

The organisation 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 Academic Board as deemed appropriate. Appeals must be made within 21 days of receipt of assessment.

Appeal Procedure:
§ Notify Dean/lecturer/ trainer within 21 days.
§ Trainer and/or Dean provide a written statement of outcome within a further 21 days.
§ Seek reassessment or arbitration by a third party or panel acceptable to all parties to the appeal.
§ If the appeal is still unresolved, the student will be advised of external organisations, eg the relevant Government Department that may be able to assist.
All records of any appeals will be kept on file.

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Student Services, Welfare & Guidance

The organisation has sound management practices to ensure effective student services. The organisation has operational standards to ensure timely issuance of training assessments, results and qualifications. These will be appropriate to competence achieved and issued in accordance with National Guidelines. All student records and documentation will be recorded, kept confidential and securely archived. Students can acess their files by request, in writing allowing 14 days notice. All relevant organisational documentation will carry a version number and date. Records of updated version numbers are kept on file.

The organisation has student welfare and guidance services relevant to the training products. Where necessary, arrangements will be made for students requiring literacy and/or numeracy support. This will be out-sourced to the relevant qualified experts. Any fees incurred will be the responsibility of the student.

The organisation has access to personnel with experience in developing diagnostic assessment services for diverse client needs.

The organisation's student information will ensure that, all fees and charges are known to students prior to enrolment. Students are advised of course content, outcomes and assessment procedures before training commences.

The organisation's quality focus includes - access and equity, recognition of prior learning, fair and equitable refund policy, grievance policy, appeal policy and complaint procedure. For any matter outside the organisation's expertise or control, the organisation will make every attempt to refer the student to the relevant agency or expert.

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Disciplinary Policy

Students at all times must maintain appropriate behaviour and follow the Institute's rules. Penalties for breaches of rules or unsuitable or disruptive behaviour will be imposed depending on the nature and severity of the breaches. In case of major or repeated breaches, penalties may be imposed immediately.

Rules and Regulations

The following apply to all persons, staff and students:

Major Rules

• An individual's property is to be respected and not interfered with, wihout prior consent
• Nobody has the right to willfully interfere with another's ability to learn through disruption of classes or harassment of any kind.
• No aggressive physical contact is to occur between any persons, staff or students.

Regulations (Not Exhaustive)

• No smoking inside the building
• No drinking during class
• No eating in classrooms
• Clothing should be appropriate and not cause offence to anyone.

The organisation recognises qualifications and Statements of Attainment, within the ARF, issued by any other RTO.

The organisation advises clients of mutual recognition obligations in the organisation's Code of Practice.

The organisation provides information to staff on the requirements for mutual recognition of AQTF qualifications and Statements of Attainment awarded by other organisations, through staff induction, noticeboards, and Code of Practice.

The Institute recognises AQF qualifications and Statements of Attainments issued by any other Registered Training Organisation (RTO) that are applicable to programmes, courses or Statement of Attainments subjects offered by the Institute. Where prospective students have undertaken studies at other non-accredited or higher education institutions both domestically and internationally these qualifications are also assessed against the Institutes courses to enable Recognition of Prior Learning (RPL) to be processed and appropriately granted.

The Institute provides a RPL application form detailed the required types of information required by applicants wishing to utilise this process.

Recognition of Prior Learning (RPL) exists in a number of forms:

1. formal training in a similar course/institution.
2. formal training in a related course.
3. work experience in the profession/industry.
4. work experience in a related profession/industry.
5. life experience.

Where an applicant claims exemption from, or credit for, a subject or subjects on the basis of life experience or work experience, evidence of experience is required. Documents must include reference and/or referees who are contactable. Applicants will be required to show evidence of completed training (nos 1 & 2). Proof of completed training must be arranged through the institution concerned, with the students written consent. Where no documentation is available, the applicant is offered a challenge test in the modules or competencies concerned. The challenge test can take the form of short or long written responses, oral and/or practical tests by a qualified assessor.

Formal Training in a similar Course/Institution.

It is possible for an applicant to gain credit in an area or subject that has been covered at another institution or on another course. Each case for this is viewed separately according to its merits. Regular reviews of the courses offered by other colleges will be made in relation to claims for exemption. Proof of credit must be arranged through the institution concerned, with the students consent. Transfers, credits and exemptions follow a common procedure but each individual is subject to individual assessment.

Formal Training in a Related Course.

Applicants who have completed similar modules from a related profession are given exemption or credit for those modules upon validation. Proof of credit must be arranged through the institutions concerned, with students consent. Medical practitioners, Dentists, Physiotherapists, Chiropractors, Osteopaths, Chinese Medical Practitioners, Acupuncturists, Nurses, dietitians etc. gain exemption from all or part of the basic medical and science modules, upon validation and depending on their individual circumstances. Additional modules for consideration are Practice Management, Clinical Practical and Computer Studies. The credit is negotiated with the applicant and if necessary a challenge test is conducted.

Work Experience in the Profession or Industry.

Applicants in this category usually have extensive experience in the commercial retail aspects of the health food industry and can obtain credit or exemption from Practice Management and/or some or all of the Nutrition modules. Experience in a clinical practical situation is usually what prompts applicants to apply to colleges to study formally. These applicants understand through experience what is required of a practitioner working with the public and generally make excellent students and graduates. Credit from any modules is by negotiation in light of the individuals experience combined with challenge tests, the applicant and administration then arrive at a mutually agreeable arrangement.

Work Experience in a Related Profession or industry.

Applicants in this category have employment history in a paramedical profession which is an enormously diverse group. Credit will be given for knowledge and skills in appropriate modules, generally a challenge test will be needed to establish competency.

Life Experience

Where an applicant claims exemption or credit of modules on the basis of life experience, documentary evidence of the experience is required. The documents must include references and referee's who are contactable. Through a series of negotiations and challenge tests, the applicant and administration arrive at a mutually agreeable arrangement.

Cost Of RPL

In both RPL and Cross Credit, the cost of assessment may incur a fee payable by the student to cover the cost of the assessment, verification and/or challenge test. The student will be informed in writing, prior to assessment, of what fee (if any) is to be charged.

Procedures

1. A letter of acceptance to students will enclose a copy of the Institute's RPL Policy and Procedures, application forms and advice that applications should be received by the Institute before commencement of course.
2. Once the RPL process has been completed, students will receive written confirmation from the RPL co-ordinator and can proceed with the enrolment. In special cases where an RPL application has been lodged and exemption is confirmed after beginning academic studies the student will be required to complete a `Course Changes Form' so that enrolment and financial records can be adjusted accordingly.
3. Successful recognition means that students have no module commitment, assessment or financial requirements in the module, and their successful completion of that module entered into their academic records.
4. All exemptions will go before the Dean and any requisite Academic Staff for their approval.
5. Any variation of these Policy and Procedures will be at the discretion of the Institute. The policy will be reviewed annually.
6. Applications for RPL will go to the Dean to be processed.
The role of lecturers will be to:
(a) assess the applicant's self assessment information for the Dean (as required).
(b) administer and mark challenge tests done by applicants.
7. Applications must be made using the standard RPL form, accompanied by a $50.00 fee. Applicants are requested to provide the fullest possible details to assist the assessment process. Only full module applications apply.
8. On the basis of the completed application form, the Institute will invite students to complete all of the examinations and other assessments including oral assessment if appropriate as required. A fee calculated at 35% of the individual module is incurred for such challenge assessments, and must be paid prior to sitting the assessment. This fee covers preparation and marking of full assessment of the module.

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Sanction

The organisation is committed to high standards in the provision of education and training. The following Code of Practice describes the minimum standards of the organisation's education and training.
The policies set out in this Code of Practice underpin the operations of the organisation. The organisation recognises that registration as a Registered Training Organisation may be withdrawn if the organisation does not honour the obligations of the Code of Practice.

Legislative Requirements

The organisation complies with all Legislative requirements of State and Federal Government, in particular Work Place Health and Safety, Workplace Relations, Anti Discrimination and Equal Opportunity and mutual recognition of accredited qualifications issued from another RTO.

Quality Management Focus

The organisation has a commitment to providing a quality service with a focus on a continuous improvement. The organisation values feedback from students, tutors, and industry representatives. Where possible, the organisation designs diagnostic assessment instruments specific to student needs.

Language Literacy and Numeracy

All students have the option to be assessed in order to ascertain if their Literacy and Numeracy skills are sufficient to successfully undertake the training program. This is usually via interview or completion of an exercise contained in the proposed training program. Those who require further assessment will be out-sourced to a qualified expert. Any costs incurred will be the responsibility of the student.

Marketing and Advertising

The organisation 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 Providers. The organisation's marketing strategies will not contravene legislation.

Access and Equity

The organisation will meet the needs of individuals and the community through the integration of access and equity guidelines. The organisation will ensure that equity principles for all people are implemented through the fair allocation of resources and the right to equality of opportunity without discrimination. The organisation will increase opportunities for people to participate in the vocational education and training system, and in associated decisions, which affect their lives.

The organisation 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

Training and Assessment Standards

The organisation has personnel with appropriate qualifications and experience to deliver the training and facilitate the assessment relevant to the training products offered. Assessment will meet the National Assessment Principles including recognition of prior learning and credit transfer. Adequate training materials and physical resources will be utilised to ensure the learning outcomes of the training product can be achieved. Appeals procedures are in place for students who are not satisfied with assessment or training. All assessment processes 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 at all times and recruitment will be consistent with any training package/product requirements. The organisation is committed to non-discrimination in any form when recruiting and selecting and at all times comply 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.

Fees and Charges

Refer to Individual Brochure/Course Information.

Grievance Policy

In the event that a student has a grievance concerning any matter in relation to the training or organisation, there is a process in place to ensure that the grievance can be resolved amicably.

Grievance Procedure:
§ Speak directly with the person concerned to resolve the problem within 7 days
§ If the student can not speak to the person concerned they should direct the matter in writing to the chief executive/owner within 21 days
§ If the grievance is still unresolved, the student will be advised of external organisations, e.g. police, counselling organisations, Consumer Affairs that may be able to assist.
All records of any grievance will be kept on file.

Appeal Policy

The organisation 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 Legal Representative. Appeals must be made within 21 days of receipt of assessment. All records of any appeals will be kept on file.

Appeal Procedure:
§ Notify trainer within 21 days.
§ Trainer and/or manager provide a written statement of outcome within a further 21 days.
§ Seek reassessment or arbitration by a third party or panel acceptable to all parties to the appeal.
§ If the appeal is still unresolved, the student will be advised of external organisations, eg Consumer Affairs or the relevant Government Department that may be able to assist.

Customer complaint

Matters of complaint outside of grievance and appeal will be dealt with according to its merit. The written complaint will be formally viewed by the chief executive/owner within 21 days of receipt. A response in writing will be forwarded to the complainant within a further 21 days notifying of result and/or any further action.

Customer Complaint Procedure:
§ Notify manager within 21 days.
§ Manager responds within further 21 days.
§ If the complaint is unresolved, all parties will be advised of external organisations that may assist, eg Consumer Affairs or the relevant Government Department.
All records of any complaints will be kept on file.

Recognised Prior Learning [RPL]/ Recognised Current Competence [RCC]

Applicants who consider that they have completed appropriate training or have through prior learning and experience gained the required skills/competencies stipulated for the units of the course may be granted credit upon substantiation of that claim.
The assessment will be professionally conducted and will be valid, reliable, flexible and fair.
Evidence for credit of prior learning may include:
§ Evidence of current competence
§ Performance, demonstration, or skills test
§ Portfolio, logbook, task book, projects or assignments
§ Written presentation
§ Interview
§ Case studies
RPL/RCC is available for all units. The performance criteria of each unit provide the RPL/RCC benchmarks. Students may complete an application form on request.

If there is sufficient evidence in the application and supporting documentation, no further assessment may be necessary. If further assessment is required, it may take any practical form consistent with the assessment criteria for the claimed competencies and the principles of validity, reliability, fairness and flexibility. The form of assessment may be negotiated with the student and may consist of interview, written assignment, exam, or other method. Assessment must be conducted by a qualified assessor.
A standard fee per unit/course will be charged for the RPL/RCC assessment. Successful students are notified promptly of the RPL/RCC outcome. The Director/Manager advises unsuccessful students of reasons for non-recognition and steps they can take, including appeal mechanisms.

Credit Transfer

Students may be entitled to a credit transfer in the following circumstances:
1. Successful RPL application.
2. Completed units of competency from a National Training Package.
3. Approved units of competency from a National Training Product.

Assessment Criteria

The objective is for the student to show that they have achieved the unit's competencies. Students may be assessed by one or more of the following methods:
§ Observation - the completion of a specified task or set of procedures, normally performed under close supervision, using a detailed checklist.
§ Oral questioning - a response is provided to a series of questions presented in order to demonstrate understanding of principles or reasoning behind the action taken.
§ Case study - an opportunity to display problem solving and decision making skills is provided in a simulated context.
§ Multiple choice - a question or incomplete statement followed by several options [usually 4 - 5] from which the trainee selects the appropriate answer/s.
§ Written short answer - a written response item consisting of a question/s with answers of a single word, a few words, a sentence, or a paragraph.
§ Project - an exercise or investigation based on a real life situation, generally requiring a significant part of the work being carried out without supervision, and involving the completion of a project report.

§ Or any other method outlined in the student information book
Students will be advised of the assessment methodology before training commences.

Issue of Certification

Qualifications [Diplomas, Certificates, and Statement of Attainment] will be issued within 21 working days of successful completion of the program. Qualifications will meet the requirements of the training package/product and legislation.

Student Services, Welfare and Guidance

The organisation has sound management practices to ensure effective student services. The organisation has operational standards to ensure timely issuance of training assessments, results and qualifications. These will be appropriate to competence achieved and issued in accordance with National guidelines. All student records and documentation will be recorded, kept confidential and securely archived. Students can access their files by request, in writing allowing 14 days notice. All relevant organisational documentation will carry a version number and date. Records of updated version numbers are kept on file.
The organisation has student welfare and guidance services relevant to the training products. Where necessary, arrangements will be made for students requiring Literacy and/or Numeracy support. This will be out-sourced to the relevant qualified experts. Any fees incurred are the responsibility of the student.
The organisation has access to personnel with experience in developing diagnostic assessment services for diverse client needs.
The organisation's student information will ensure that, all fees and charges are known to students prior to enrolment. Students are advised of Course Content, Outcomes, and Assessment procedures before training commences.
The organisation's quality focus includes - access and equity, recognition of prior learning, fair and equitable refund policy, grievance policy, appeal policy and complaint procedure. For any matter outside of the organisation's expertise or control, the organisation will make every attempt to refer the student to the relevant agency or expert.

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