Learner/Student Handbook

 

HEALTH COURSES AUSTRALIA

 

OVERVIEW

Health Courses Australia Registered training organisation (RTO) which has its base at Robina, on the Gold Coast of Queensland, Australia, where learners of training programs and also other learners may enjoy its provision of support and assistance.

PHILOSOPHY

The principal purpose of Health Courses Australia is to provide education/training, and Health Courses Australia has the clearly demonstrated capacity to provide education/training of a high standard for over a decade as an RTO.

EDUCATIONAL STANDARDS

Health Courses Australia gives an undertaking to provide only the highest quality professional services.  This means that our trainer/assessors conducting our training programs are well qualified, have extensive experience, an outstanding reputation and are recognised by their peers as being among the best in their field.

 

We provide a suitable, safe learning environment, with appropriate facilities and equipment, and conduct effective training programs using proven training methods and the most up to date information based on current research.  Anonymous feedback is obtained from learners of our training programs to ensure that we are meeting your needs.

ADMISSION PROCEDURE

Enrolments are accepted in order of application through an online enrolment process.  The Refund Policy and the Complaints and Appeals Policy are available online in the Student Handbook and students are required to read these and the Student Handbook prior to confirmation of enrolment.

 

On application, and again when they confirm their enrolment, Health Courses Australia will discuss people’s needs and provide information to assist them in choosing the training program most appropriate to their needs and situation.

REFUND OF FEES

Notification of withdrawal from a course must be received in writing within 3 days of enrolment*, in order to qualify for a full refund (less postage, handling and administration costs – minimum AUD $100). No refund is available if withdrawal is sort after course commencement (i.e., course materials have been accessed by the student) and the total course cost or the total cost owing will be charged.

Unit Submissions

  • First 3 attempts for an assessment – no charge
  • Further attempts fees might apply up to $50 per attempt
  • Maximum resubmissions allowed – 6 times after which HCA reserves the right to withdraw the student, no refunds will apply.

PAYMENT PLAN POLICY

If the student has been approved for a payment plan and the student completed the course before the payment has been completed the certificates will be issued only after the balance of the course fees are paid.

COURSE DURATIONS

Single Unit – 1 year extending free for 3 months on request

Certificate III in Dental Assisting – 1 year extending free for 3 months on request

Certificate III in Individual Support – 1 year extending free for 3 months on request

Certificate IV in Ageing Support – 1 year extending free for 3 months on request

Diploma of Counselling – 3 year extending free for 6 months on request

Diploma of Practice Management – 3 year extending free for 6 months on request

If you require a further extension you will need to pay 50% of the Course fees to re-enrol which will give you the same course duration again.

LEGISLATION

We are subject to a variety of legislation related to training and assessment.  This legislation is continually being update d and, therefore, the following websites are provided so that Learners may keep up with any amendments or changes.

 Vocational Education and Training (Commonwealth Powers) Act 2012

This legislation governs the system for the effective and efficient provision of high quality vocational education and training and in particular encourages the generation of employment opportunities.  The legislation provides pathways for all young people, and has a number of regulations and guidelines, the appropriate ones of which are encompassed in our quality system.  For more information, access the following website:

https://www.legislation.qld.gov.au/view/html/inforce/current/act-2012-011

 

Privacy legislation

This act, the Privacy Act 1988, makes provision to protect the privacy of individuals and to give effect to the right of persons not to be subjected to arbitrary or unlawful interference with their privacy, family, home or correspondence.  This means that you as Learners, are protected by this privacy legislation. Your Learner records are protected, and cannot be supplied to others without your consent.  A procedure exists within our organisation for you to provide approval for release of information should you so desire.  However, no information will be provided without your consent.  For more information, access the following website:

https://www.oaic.gov.au/privacy/the-privacy-act/

Anti discrimination

This legislation, the Anti-Discrimination Act, 1991 promotes equality of opportunity for everyone, protecting them from unfair discrimination and from sexual harassment, as well as other certain associated objectionable forms of conduct.

In particular, the legislation is aimed at protecting the rights of the four target groups such as women;  people with a disability;  people for non-English speaking backgrounds and people of Aborigine or Torres Strait Island origin.

It is not acceptable for any members of staff, or Learners to engage in any forms of sexual harassment, and any incidents of this type of behaviour should be reported to, and will be dealt with by the Chairman.  For further information, access the following Website:

https://www.legislation.qld.gov.au/view/pdf/2017-06-05/act-1991-085

 

Workplace Harassment, Victimisation and Bullying

The Workplace Health and Safety Act, 1995, and in particular, Work Health and Safety

(Codes of Practice) Notice 2011 states that workplace harassment, victimisation and bullying cover a wide range of behaviours ranging from subtle intimidation to more obvious aggressive tactics, including which result in offence, intimidation and humiliation or threatens workers.  There are a number of behaviours of workplace harassment, victimisation and bullying which are not appropriate and not acceptable and such behaviours should be reported to the Chairman who will act upon these immediately.  For further information, access:

https://www.legislation.qld.gov.au/view/pdf/inforce/2018-11-30/sl-2011-0260

Workplace Health and Safety Act 1995, reprinted as in force on 1 Sept 2010

This legislation, The Workplace Health and Safety Act, 1995, applies to all workplaces and work activities in Queensland, and is one which all staff need to be aware of.  The purpose of this Act is to prevent a person’s death, injury or illness being caused by a workplace.  There is a responsibility by both employers and employees to ensure the workplace is safe and any hazards or unsafe practices are identified and acted upon.  Any incidents or issues should be reported to the Chairman if identified by staff.  This policy and procedure is also encompassed in our Quality System.   For further information, access the following website:

https://www.legislation.qld.gov.au/view/pdf/2006-05-17/act-1995-025/lh

The Australian Qualification Framework  (AQF)

You are about to consider becoming a learner in the process that can result in achieving a nationally accredited qualification.

This qualification can only be delivered to you by an organisation that has met the required  national set of essential conditions and standards which assures nationally consistent, high-quality training and assessment services for the clients of Australia’s vocational education and training system. AQF 2016 is the current version of the framework, effective from 1 July 2016.

These essential conditions and standards ensure you are provided with the highest quality training and assessment, and also that your provider meets these essential conditions and standards in supplying you with your qualification.

The Australian Qualifications Framework

This is a framework which sets out all nationally agreed education and training qualifications in Australia.  The vocational education and training sector delivers eight qualifications under this framework, ie Certificate I to Vocational Graduate Diploma.  As stated in this handbook, you will see the qualifications offered by us, and their equivalent level under AQF.   For more information, access the following website:

https://www.aqf.edu.au/

ACCESS AND EQUITY

Health Courses Australia is committed to providing opportunities to all people for advancement, regardless of their background. We support government policy initiatives and provide access to our training where we can to those who are at a disadvantage, even seeking assistance for learners from relevant agencies or government departments.

Health Courses Australia meets the needs of individuals and the community through the integration of access and equity guidelines, and will apply equity principles to ensure equality of opportunity without discrimination by ensuring that our selection criteria is non-discriminatory, providing fair access to training for disadvantaged people.

We liaise with agencies and Government Departments when appropriate – e.g. for Austudy, literacy and numeracy support, migrant education and disability support in order to assist any of our Learners who may require assistance, in a non-interventionist manner.

 

PLAGARISM    

If found plagiarizing you risk a period of suspension, a monetary fine, or even expulsion from a course if found guilty of plagiarism. You will also be fully liable for any legal action taken by the owner of material which you plagiarize. The school accepts no legal liability for the actions of its students during or after studies.

Plagiarism is the illegal and/or unethical copying of material without acknowledgment of its source. Plagiarism is not tolerated, and will be penalized. Therefore, it is very important that students understand the differences between plagiarism and acceptable use and interpretation of someone else’s work.

It is acceptable to use information from another source as a minor part of your own work, if the original source is properly referenced (ie. It is made clear where that information came from). It is not acceptable to present work which is substantially little more than an identical copy of information (words or graphics) from another source without acknowledging the source or in such a way that the reader (or tutor) could believe it is your original work.

When we find that students have sent us plagiarized work we send a warning to the student in the first instance, if the student repeats this again the student will be cancelled from the course and no refund will be given. This strict policy is in place so the students achieves the result through their own learnings, preserving the integrity and value of the qualification they have achieved.

LANGUAGE, LITERACY AND NUMERACY SUPPORT

Health Courses Australia is committed to providing guidance or support to those learners who have any identified issues in relation to language, literacy or numeracy support.

Should a Learner require support, in a confidential interview information can be provided on access to appropriate support which is available. All information in relation to a learner’s LLN skills is strictly confidential.  More information can be obtained by visiting the following website –

https://www.servicesaustralia.gov.au/individuals/centrelink

 ANTI-DISCRIMINATION AND HARASSMENT

Under the above Acts, the Anti-Discrimination Act, 1991 and the Workplace Health and Safety Act, 1995, Sexual harassment and anti-discrimination is against the law.  Sexual harassment is any form of unwelcome sexual attention that is intimidating, humiliating or offensive.  What constitutes sexual harassment to one person may be acceptable to another.  It is every Learner’s right to a sexual harassment free environment. Where instances of discrimination or harassment occur, they will be investigated in a confidential manner. If proved, the person responsible will be disciplined.  For further information, please visit the following website –

https://humanrights.gov.au/quick-guide/12096

LEARNER ORIENTATION

New Learners have an orientation/registration session at the commencement of programs of study. At this time, Learners are given comprehensive information regarding their programs of study, delivery methods, assessment methods and dates and are made familiar with the policies and procedures which will affect you in your study.

LEARNER GUIDANCE AND WELFARE

Health Courses Australia is committed to providing guidance where possible to assist in meeting your learning needs, by

 

  1. Providing support from trainers/assessors to assist with learning and any queries related to assignments. Access to academic support is provided to students at risk of not making satisfactory course progress.  An academic advisor will establish a support program which may include one or more of the following (but not limited to):
  • Accessing tutorials or study groups
  • Receiving individual case management
  • Receiving counseling
  • Receiving mentoring

A record of the intervention measures implemented will be given to the student and a copy kept in the student’s file.

  1. Referring Students to external support agencies or Government Departments for guidance or assistance during and following training eg:
  1. The designated staff member, who will be your official point of contact, is Nicole Ditcham. She   will provide advice, at no additional cost , on access to the above services which are designed to assist students in meeting course requirements and maintaining their coursework.
  2. If Health Courses Australia is unable to complete the student’s training under any circumstances, arrangements will be made to ensure the student can complete their training.

 

LEARNER MISCONDUCT AND DISCIPLINE

 Learners are required to observe any lawful direction given by a Health Courses Australia staff member in order to ensure the safety of individuals and the orderly conduct of learning programs delivered by Health Courses Australia   Learners must maintain a high standard of behavior within the premises of Health Courses Australia and must not indulge in any acts which may result in damage to property or unduly interfere with the comfort or convenience of any person lawfully entitled to be within the premises of Health Courses Australia   Appropriate action will be taken by Health Courses Australia should this be deemed appropriate, and an appeals process will be available to Learners upon any decision taken by Health Courses Australia.

HEALTH AND SAFETY

There is always the potential for accidents and injury when attending training workshops, so we need to be aware of the need for taking precaution to avoid them. The most serious is in relation to emergency evacuation in the event of fire or other hazards.  Your trainer/assessor will advise you of the evacuation procedures in case of an emergency, and we have an Occupational Health and Safety policy for your protection.

All safety precautions are undertaken by Health Courses Australia, and should a safety incident occur, you will be provided with an Incident Report to document the incident and its outcomes.

Complaints AND APPEALS POLICY

POLICY

A complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person, including another learner, RTO staff member, third parties or trainers/assessor. Learners/candidates have the right, as set down in our Student Handbook, to submit any complaints or appeals to Health Courses Australia on academic decisions, procedural matters or any issues that directly relate to the successful completion of their course.

This allows for a fair and equitable process for any grievance or complaint against Health Courses Australia in its assessment process, decisions relating to academic or attendance records, and any other concerns students may have.

Students are able to submit a complaint against Health Courses Australia or any person employed by Health Courses Australia if they feel a person has acted inappropriately, or the systems and practices of Health Courses Australia are not meeting expectations, or Health Courses Australia is treating a person unfairly. All complaints are handled with confidence and are reviewed by Senior RTO management. Complaints and appeals are at no cost to the student.

A student may also appeal a decision made by Health Courses Australia in relation to a complaint or an assessment outcome. Where a student feels they have been treated unfairly or incorrectly judged and assessed on a specified task, project, or assessment requirement, they may have the decision reviewed by Health Courses Australia by submitting an appeal. Students must provide supporting evidence or explanations as to why they feel the decision or outcome was unfair or why the decision/outcome should be reviewed.

If a student is still not satisfied with the outcome, they shall also be provided with the option of activating the external appeals process. All students have access to this complaints and appeals process, and a copy of this policy & procedure is readily available upon request.

Health Courses Australia supports the learner/candidate’s right to lodge any complaint or appeal and will not restrict that right in any way. Health Courses Australia will do everything possible to address any complaint or appeal unbiasedly and professionally.

PURPOSE

The purpose of this policy and procedure is to ensure that complaints and appeals are resolved appropriately.

SCOPE

This policy and procedure applies to all staff of Health Courses Australia. Trainer/assessor staff in particularly should have a clear understanding of this policy and procedure so that they can ensure learner/candidates are aware of this process.

PROCDURE

Definitions:

Complaints and appeals may include, but are not limited to, academic matters, discrimination, complaints related to access and conditions, and complaints related to training/assessment or support services or provision of Company facilities. Types of complaints can include but are not limited to:

  • Application procedures
  • Marketing information
  • Training delivery or content
  • Trainers, Assessors, third parties or other staff
  • Assessment methods or assessment content
  • Student progress
  • Issuing of Awards
  • A third-party delivering services on Health Courses Australia’s behalf
  • A student or group of students of Health Courses Australia
  • Discrimination
  • Harassment, bullying or victimisation
  • Breach of privacy
  • Individual conflict arising from perceived inappropriate behaviours
  • Fees or other financial matters
  • Fines and payments.

Complaints of Serious Misconduct or matters of a criminal nature will be referred directly to the appropriate authorities.

PROCEDURE

  1. Learner/candidates who are dissatisfied with any academic decisions, or procedural issues should submit in writing their complaint or appeal to the CEO within twenty (20) days of the issue or the assessment.
  2. The Chief Executive Officer (CEO) will conduct an investigation within ten (10) days, assess the situation and take appropriate action to resolve the situation. The complaint will be recorded on the Complaints and Appeals Register, and a copy of the complaint or appeal will be filed together with the register.
  3. If the complaint is related to instruction or assessment, the CEO will arrange a meeting with the trainer/assessor and the learner/candidate to discuss the issue.
  4. Complaints relating to fellow learner/candidates will be handled in the same way, with a meeting between the learner/candidates involved and the CEO.
  5. If any complaint or appeal is not resolved in the above manner, the person making the complaint or appeal should document their issue in writing to the CEO.
  6. In the event of a complaint or appeal against Health Courses Australia, staff or fellow learner/candidate involving an alleged breach of civil law, the learner/candidate should contact the CEO, and if not resolved, should be referred to the appropriate authority, government department or independent arbiter.
  7. In the event of a complaint or appeal against Health Courses Australia, either party, or both parties can access the National Complaints Hotline (1800 00 674) for further support.
  8. Should the person making the complaint or appeal not be satisfied with the decision, a process for resolution will be undertaken by the learner/candidate and Health Courses Australia.
  9. In the case of the use of an independent arbiter, mutual agreement is to be reached between Health Courses Australia and the relevant learner/candidate regarding the external consultant to be engaged for use in the external appeal process. Consultants engaged to conduct the appeal process are to hold recognised qualifications that meet the human resource requirements for the relevant course.
  10. Where learner/candidates wish to use an external consultant who is not approved by Health Courses Australia they are responsible for the payment of all costs associated with the use of the external consultant in the appeal process.
  11. Upon resolution of the issue, the outcome of the complaint or appeal stating the reasons for the decision will be provided in writing to the person making the complaint or appeal. A copy of the appeal or complaint, together with a copy of the outcome supplied will be kept in Health Courses Australia’s records.

 

EXTERNAL APPEALS

Should the issue still not be resolved to the student’s satisfaction, Health Courses Australia will make arrangements for an independent third party to resolve the issue and outline any costs that may be involved with this to the student. The student will be given the opportunity to formally present his or her case. The time frame for this process may vary but should take no longer than 14 days.

All parties involved will receive a written statement of the outcomes, including reasons for the decision within the 14-day period. If the process is taking longer than 60 days from the complaint or appeal being received the student will be notified in writing of the reason for the delay and kept informed about all progress.

If the student is still not happy with external mediation, he/she may take his / her complaint to the Queensland Training Ombudsman.

All documentation relating to complaints or appeals should be archived for audit purposes.

ASQA accepts complaints about training providers such as Health Courses Australia from all members of the community. ASQA takes a risk-assessment approach to student complaints, which allows them to focus on risks to the quality of vocational education and training in Australia. ASQA is not a consumer protection agency and cannot act as an advocate for individual students. However, ASQA highly values complaints about training providers—all complaints are used as intelligence to inform regulatory activities.

For more information on how ASQA handles complaints, refer to ASQA’s policy on Managing complaints about training providers.

Read more about submitting a complaint to ASQA.

A further option available to students and organisations is the National Training Complaints Hotline. This number is 13 38 73 and is staffed Monday–Friday, 8 am to 6 pm nationally. More details on the National Complaints Hotline can be found at National Training Complaints Hotline – Department of Employment and Workplace Relations, Australian Government (dewr.gov.au).

The Queensland training ombudsman can provide students with advice about rights and responsibilities within the VET sector. See Training Ombudsman for more information.

 

RECOGNITION OF PRIOR LEARNING (RPL)

An application can be made for RPL when the Learner believes that they have already attained the necessary skills and competencies elsewhere (work, other study etc.).

A comprehensive application for RPL kit is available from Health Courses Australia upon request.   If you feel you have the skills, knowledge or experience required to apply for RPL, you will be able to have an interview with Health Courses Australia who will assist you with your application.   You will be required to provide documentation to support your application.  Your application will be processed and an assessment made as to the success or otherwise of your application.  You will notified in writing of the result.  Should your application be successful, your results will be recorded on your Academic Statement.

ASSESSMENT POLICY

Health Courses Australia has an assessment policy which is available for your information, that ensures Learners and trainers/assessors work together to achieve the training program aims. The following principles will be applied by Health Courses Australia to all assessment:-

 

  • Validity – a true test, meeting the standards from the training package as well as industry requirements.
  • Reliability – ensuring that assessments are conducted consistently with different groups or individuals to reflect a common standard.
  • Flexibility – adjustments are allowed, tasking into account the varying situations and circumstances of learners, but maintaining a consistent standard.
  • Fairness – making allowances to ensure assessment is equitable and overcoming any disadvantage learners might have in relation to disabilities, language and literacy or capacity to apply what they are learning.

 Our policy also includes a requirement that Learners are provided with clear, concise directions for assessment and recording of results.

COMPETENCY BASED TRAINING (CBT)

To be eligible to pass your qualification, you must satisfactorily complete all the requirements of your unit of competency within a given time. This means that you will be assessed in terms of being able to do the job to industry standards.

Competency-based training (CBT) is an approach to vocational education and training that places emphasis on what a person can do in the workplace as a result of completing a program of training.  Ideally, progress within a competency-based training program is not based on time.

Competency based training or CBT, focuses on what a learner can do as a result of participating in training.   At the end of training, a learner needs to be able to demonstrate their competency in a new skill. There will also be situations where a learner doesn’t need to do any training before they can demonstrate their competency. They may have learnt how to do the task in any other number of ways. What matters is that they can demonstrate their competency, not that they have taken part in training.

Under Competency Based Training (CBT), there are competency standards.  The concept of competency focuses on what is expected of an employee in the workplace rather than on the learning process, and embodies the ability to transfer and apply skills and knowledge to new situations and environments.  Competency is a broad concept that includes all aspects of work performance and not only narrow task skills.   Each unit of competency describes the work performed in the workplace.

 

WHAT IS A UNIT OF COMPETENCY?

A unit of competency is like a subject or unit of study.  It is made up of elements and their associated performance criteria, and required knowledge and skills.

There are a number of units of competency in the training program or training programs you will study.

ELEMENTS AND PERFORMANCE CRITERIA

Competencies are subdivided into elements and elements are further subdivided into performance criteria.  You will need to successfully demonstrate the skills contained in both the elements and the performance criteria and required knowledge and skills.

HOW WILL I BE ASSESSED?

All assessment is set out in the overview to each competency or competencies which is provided to you at the commencement of unit.   Once this assessment has been successfully completed, you will receive a result which will count towards your qualification.

RESULTS

Assessments will be marked  “competent” or “not yet competent.”   Units of competency results will be recorded for you.  At the completion of your training program or individual unit your qualification will be issued showing the units of competency in which you have achieved. If you do not complete you training program you will be eligible for a Statement of Attainment for any units of competency achieved.

UNIT RESUBMISSIONS

Once a student has had 6 unsuccessful re-submissions for a unit, opportunity will be given to discuss with the trainer and student services regarding the submissions and why student is unable to gain competency, if we notice that after all attempts to help the student, the student is unable to complete the unit to competency HCA reserves the right to withdraw the student with no refunds issued.

 

CERTIFICATE ISSUANCE

Health Courses Australia issues qualifications and Statements of Attainment to meet the requirements of the current Australian Skills Quality Association (ASQA) and the Vocational Education Training Framework and the accredited courses or endorsed Training Packages within its scope of registration

FINAL GRADINGS

Final gradings for individual competencies will be issued on completion of the unit including the practical assessments and once the competent the student will be issued a statement of attainment in that unit. Final grades in any competency will be made available to individual Learners by way of a Statement of Attainment or, on the completion of all competencies, a qualification award. If the student has been approved for a payment plan and the student completed the course before the payment has been completed the certificates will be issued only after the balance of the course fees are paid.

WITHDRAWAL FROM A TRAINING PROGRAM

If you wish to withdraw from a training program or a unit of competency this may be negotiated with you and Health Courses Australia.

NATIONAL RECOGNITION OF QUALIFICATIONS OR STATEMENTS OF ATTAINMENT ISSUED BY ANOTHER RTO

Health Courses Australia supports the national policy of this recognition of qualifications and Statements of Attainment issued by other Registered Training Organisations (RTO), regardless of the location, provided that the RTO is registered to offer units of competency which exist within the qualification being offered by Health Courses Australia and which may also exist in other Training Packages.

 ACCESS TO PERSONAL RECORDS

If a student makes application to obtain access to their personal records they must do so in writing and provide this written application to Health Courses Australia who will ensure the personal records are provided within seven (7) working days from the date of the application. If a student wishes to allow a third party to access their personal records, they must make application in writing on Form 54.1 “Release of Information to a Third Party”.  Health Courses Australia will provide the information requested within fourteen (14) days from the receipt of the application.

 

We hope you enjoy your time with us!

 

Vahini Panda

Principal Executive Officer

Health Courses Australia