Policy

Student

Cancellation & Refund

Students may be able to get a partial refund if they do not complete our course.  A refund will be given to students that encounter problems with financial hardship, language difficulties or unforeseeable changes in circumstances.

Refunds are given deducting the following:

  • Fee for Application processing
  • Fee for course materials
  • Fee for postage
  • Fee for every hour training one-on-one with Driver Trainer used

Please ask for details before submitting your application.

See also the following Fairtrading link .

Student Support

The Principal, the RTO Manger, administration staff and your trainer are available to attend any of your needs.

a. Pre-enrolment Materials- Trent Education has a variety of different information resources for students to access before they begin their course to ensure they are fully informed of the structure and process that they can expect.

b. Study Support and Study Skills programs- Students have access to Trent Education Trainers to assist and support when needed. Students are able to directly phone their trainers when a need arises. Students can be directed to study skills programs available to help students in need.

c. Language, Literacy and Numeracy (LLN) programs or referrals to these programs- Trent Education has at hand access to various LLN support providers. Trent Education training program can be modified to help students with LLN issues to complete the course. Trent Education adopts plain English writing practices in all its documents.

d. Equipment, resources and/or programs to increase access for learners with disabilities and other learners in accordance with access and equity. -Trent Education has a modified vehicle for students with disabilities.

e. Learning Resource Centres- learning resources can be obtained from our head office at Newington.

f. Mediation services or referrals to these services- Trent Education will work in partnership with students to find solutions in times of dispute or appeals. Trent Education has staff to deal with these situations and will access independent mediation when necessary.

g. Flexible scheduling and delivery of training and assessment.- Trent Education’s course is delivered flexibly and can be scheduled at times that suit the student’s needs. Training is designed to suit the students’ work or family commitments and time available to complete the course.

h. Counselling services or referrals to these services- Trent Education is committed to supporting its students especially in times of stress or difficulty. Trent will work with students to find the appropriate counselling services should the need arise.

i. Learning and assessment programs contextualised to the workplace. Trent Education’s course is presented in a simulated work environment and is centred around a real-life experiential learning. Training is conducted in-car and on-road.

Language, Literacy and Numeracy Assessment

Driving Instructor language requirements are expected to be equivalent to Level 3 in the National Reporting System. Level 3 – is considered a suitable minimum for coping with the demands of everyday life and work in a complex, advanced society. It denotes roughly the skill level required for successful secondary school completion and college entry. Like higher levels, it requires the ability to integrate several sources of information and solve more complex problems.

All training at Trent Education is delivered in English. It is essential that students have a sufficient level of skill in language, literacy and numeracy to complete training at the level required for competency reflected in the AQF qualification.

Students requiring confirmation of their literacy levels can complete the online reading and writing task which can be downloaded from our website or provide results of an IELTS test completed at one of their locations.

IELTS locations in Sydney: http://www.ielts.org/test_centre_search/search_results.aspx

Trent Education directs students to support services to help students that encounter difficulties with language literacy and numeracy.

They can be directed to a range of government services

Trent Education adopts a plain English policy when writing all student documents.

Complaints and Appeals

All complaints and appeals are taken seriously and their findings incorporated into procedures as appropriate.

Should a student have a complaint or appeal, the following steps are to be followed:

  1. Students should discuss the issue / complaint with the person involved to try and resolve it verbally.

  2. If no resolution is reached, the student should discuss the issue / complaint with his / her Manager to see if it can be resolved.

  3. If still no resolution the student should put the following information relating to the complaint or appeal in writing via the complaints resolution form including; a)description of the complaint or appeal, b) state whether they wish to formally present their case, c) steps that have been taken to deal with the issue so far d) what they would like to happen to fix the problem and prevent it from happening again.

  4. The student brings the complaint or appeal to the attention of the trainer within seven (7) days of the issue taking place.

  5. If the complaint or appeal is not dealt with to the student’s satisfaction within the seven (7) day period, s/he may bring it to the attention of the Principal. The Principal will either deal with the issue personally or arrange for it to be dealt with by a management representative. This process must commence within 48 hours from the time the Principal receives written notification from the student about their dissatisfaction to the response received from their trainer and a response / resolution must be presented within 7 days.

  6. Should the issue still not be resolved to the student’s satisfaction, Trent Education will make arrangements for an independent external person to resolve the issue. 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.

  7. All parties involved will receive a written statement of the outcomes, including reasons for the decision within the 14 day period.

  8. If the student is still not happy with external mediation, he / she may take his / her complaint to the Australian Skills Quality Authority by lodging a complaint at: http://www.asqa.gov.au/complaints/making-a-complaint.html

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

The Trent Education Principal will be person responsible for the implementation and maintenance of the policy.

Appeals against Assessment Grades

Students may appeal against a result shown on their student record / assessment.

The appeals process is as follows:

  • The student lodges an Appeal with the Principal.
  • The Principal will assess the result and assessment and moderate with the Trainers and give the written outcome to the student within 21 days.
  • If the student is still not satisfied, they may appeal through the formal complaints and appeals process.

Privacy

Purpose

The purpose of this privacy policy is to clearly communicate the personal information handling practices of Trent Education and give staff and students a better understanding of the sort of personal information Trent Education retains and to enhance transparency of our operations.

Scope

Trent Education abides by the Privacy Act 1988 (Commonwealth) and keeps student information private. Trent education only collects information that relates to a student’s training and takes all reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure including restricted access to electronic files, secure storage of paper files and backup of data. Trent education will endeavour to take all action to ensure information is accurate, up-to-date and complete.

Students have the right under the Privacy Act to see and ask to have amended any of their records. All records will be kept for 30 Years.

Document Security

The qualification issued by the course has a direct implication on the employment and career prospects of students. This implication is not short term; it exists for the lifetime of the student.

Therefore, all care and security must exist over all documentation and records related to course qualification.

Students’ Access to Records

  • Students have the right of access to their records. Such requests must be made in writing.

  • Appropriate arrangements will be made for students wishing to read their assessments.

  • Results for assessment items are confidential and should only be disclosed to the student concerned. However, Trainers & Staff may provide (at their discretion) data to all students that will allow them to gauge their comparative performance.

  • Phone results will not be given to any students.

Disciplinary Policy

Trent Education expects students enrolled in all courses to behave in a professional and dignified manner with regard to fellow students and Trainers.

Students guilty of:

  • Cheating in class tests or examinations

  • Intimidating other students

  • Being disrespectful to staff and other students

  • Being rude, or discourteous to a trainer or any other member of the staff

  • or has engaged in misconduct deemed unsuitable or unprofessional

Will be given notice of expulsion in writing. Fees will not be refunded.

Malicious damage to equipment and/or stealing materials or products will result in instant dismissal.

Any student who does not abide by the policies and procedures will be counselled by the Principal.

If the matter is not resolved the Principal reserves the right to discharge the student from the Organisation. Under these circumstances, a student may have a right of audience or a right of appeal to the Principal. Such right of audience or appeal must be requested in writing to the Principal within seven (7) days of suspension or expulsion. See Appeals Policy

The decision of the Principal shall be final and binding upon all parties. No refund will be given.

Recognition of Prior Learning/Recognition of Current Competencies

We know that you may have done other courses, or have experience, which covers some of the material in the course that you want to do. Sometimes you have learned all of the material in a course, and will want us to recognise that with an AQF qualification.

Please contact us for an RPL (‘Recognition of Prior Learning’) form which you can use to tell us about your previous training and experience.

Please note that we will automatically recognise any AQF qualification granted by another Australian Registered Training Organisation.

General

Access and Equity

Purpose

This policy upholds Trent Education commitment as an equal opportunity and anti-discrimination organisation and all staff must comply with Trent policies and guidelines regarding service to our students and their families. Trent is also committed to the NSW Charter for Equity in Education and Training. This policy relates to Standard 1.1 – 1.4, 1.7 and 8.5 -8.6 in the Standards for RTOs.

Scope

Access and equity in VET relates the policies and approaches aimed at ensuring that VET is responsive to the individual needs of clients whose age, gender, cultural or ethnic background, disability, sexuality, language skills, literacy or numeracy level, unemployment, imprisonment or remote location may present a barrier to access, participation and the achievement of suitable outcomes

Trent Education does not discriminate against someone either as an employee or trainee because of:

  • Gender
  • Pregnancy
  • Race, colour nationality, ethnic or ethno-religious background, or descent
  • Marital status
  • Disability (physical, intellectual or psychiatric)
  • Homosexuality
  • Age
  • Transgender (transsexuality)

Trent Education adheres to the Anti-discrimination Laws outlined in the legislation of

  • Age Discrimination Act 2004
  • Disability Discrimination Act 1992
  • Racial Discrimination Act 1975
  • Sex Discrimination Act 1984
  • Australian Human Rights Commission Act 1986

All Trent Education’s students receive the same quality of tuition and service. We endeavour to train them to the best of our ability.

All Trent Education’s students will be assisted by staff and trainers in a non-discriminatory manner, care will be taken to ensure that all students, their families and friends will be treated with respect, no matter what their circumstances.

Under no circumstances is the personal situation of any staff member, trainer or student, such as race, sexuality, disability or other, to be discussed with any person; whether within or outside the Trent organisation.

Continual Improvement

Purpose

Trent Education encourages continual systematic improvement of the organisation and its policies, procedures and processes based on objective measurement. These processes occur in order to enhance its organisational effectiveness and efficiency, as well as to improve the satisfaction of clients and its stakeholders. This policy relates to 2.1-2.2 in the Standards for RTOs

Scope

Trent Education’s policy encompasses the development, monitoring and review of processes and procedures which support best practice in complying with quality standards within the national regulatory framework.

For the achievement of ongoing improvement, procedures are in place to measure and monitor the satisfaction of employees, clients and activities to assure conformity to standards to better meet client needs and create a benchmark of quality services. This is our Quality Assurance System (QAS)

  • The use and development of process improvement strategies involve the outcome of management reviews, internal and external monitoring, and self-assessment and performance measurement in the areas of training and assessment services, client satisfaction and management systems.
  • Various opportunities for improvement processes are used to discuss and record data and information is collected from the organisation’s feedback forms, internal monitoring, review, audit, and assessment processes.
  • Data is analysed and the information used in strategic planning, product development, service delivery changes and in the implementation of process improvement activities.
  • Management also encourages every employee to “own” their respective position and the relevant responsibilities involved and to examine the instructions included in the duty statements and advise where improvements could be made.
  • This information can be transmitted by way of formal meetings, internal audits and management system reviews and is expected to point to ways of improvement.
  • All meetings, monitoring, audits and reviews are scheduled on the Continuous Improvement Calendar. This calendar is entered into to the staff’s electronic diaries by the office staff so all trainers and management remain aware of upcoming events
  • Quality indicator Data is collected through an Avetmiss compliant database, Wise.NET, and all student data is collated to provide an annual summary report of their performance against the learner engagement, employer satisfaction and competency completion quality indicators to Australian Skills Quality Authority (ASQA) via the National Centre for Vocational Education Research (NCVER).

Work Health & Safety

Purpose

This policy shows the commitment of Trent Education’s management and workers to health and safety and aims to remove or reduce the risks to the health, safety and welfare of all workers, contractors and students, and anyone else who may be affected by our business operations and aims to ensure all work activities are done safely. This policy relates to standard 8.5 in The Standards for Registered Training Organisations 2015.

Scope

Trent Education complies with The Work Health and Safety Act 2011 and recognises that it is the responsibility of all trainers to ensure that the occupation does not jeopardise, either themselves, their students or other road users.

  • providing everyone in its workplaces with a safe and healthy working and learning environment
  • promoting dignity and respect in all workplaces and taking action to prevent and respond to bullying in its workplaces
  • adopting a preventative and strategic approach to health and safety
  • supporting and promoting health and wellbeing
  • providing return to work programs to facilitate safe and durable return to work for employees, where possible, for both work related and non-work related health conditions
  • meaningful consultation with employees, their representatives and others on work health and safety (WHS) issues
  • providing appropriate information, training and instruction to facilitate safe and productive work and learning environments
  • providing an effective and accessible safety management system for all employees and others to guide safe working and learning in all workplaces
  • the reporting of incidents in accordance with statutory and regulatory obligations and internal policy requirements so that action can be taken to manage the incident, prevent further incidents, and provide support where required
  • The teaching vehicle should be a smoke-free environment during tuition periods.

Marketing Policy

Purpose

This policy is in place to ensure the highest standards of ethics are to be displayed in all marketing so that no possible misrepresentation can be presented to students. The RTO Manager is responsible for the overall design and dissemination of marketing and advertising materials. This policy relates to Standard 4.1 and 2.3- 2.4 in The Standards for Registered Training Organisations 2015.

Scope

Transparent and accurate and accessible information is supplied to the student prior to the commencement of the course which enables the student to make informed decisions regarding their training.

Prior to the commencement of any proposed marketing activities, all marketing and advertising material must be properly authorised and must comply with all relevant legislation and arranged in accordance with the Standards for registered training organisations 2015 and:

  • accurately represents the services it provides and the training products on its scope of registration
  • includes its RTO Code
  • refers to another person or organisation in its marketing material only if the consent of that person or organisation has been obtained
  • uses the NRT Logo only in accordance with the conditions of use specified in Schedule 4
  • makes clear where a third party is recruiting prospective learners for the RTO on its behalf
  • distinguishes where it is delivering training and assessment on behalf of another RTO or where training and assessment is being delivered on its behalf by a third party
  • distinguishes between nationally recognised training and assessment leading to the issuance of AQF certification documentation from any other training or assessment delivered by the RTO
  • includes the title and code of any training product, as published on the National Register, referred to in that information
  • only advertises or markets a non-current training product while it remains on the RTO’s scope of registration
  • only advertises or markets that a training product it delivers will enable learners to obtain a licensed or regulated outcome where this has been confirmed by the industry regulator in the jurisdiction in which it is being advertised
  • includes details about any VET FEE-HELP, government funded subsidy or other financial support arrangements associated with the RTO’s provision of training and assessment, and
  • does not guarantee that:
  • a learner will successfully complete a training product on its scope of registration, or
  • a training product can be completed in a manner which does not meet the requirements of Clause 1.1 and 1.2, or a learner will obtain a particular employment outcome where this is outside the control of the RTO.

Compliance with Legislation

Purpose

This policy outlines the legislation that Trent Education must observe with to ensure its compliance with the standards for RTO’s and how Trent education ensures staff and students are aware of this legislation in its practices. This relates to a number of Standards within The Standards for Registered Training Organisations 2015 framework.

Scope

Trent Education will ensure compliance with all Commonwealth, State/Territory legislation and regulatory requirements relevant to its operations and ensures this is integrated into its policies and procedures. In particular, it complies with the requirements and standards set down in the Vocational Education and Training Act 2005, Educational Services for Overseas Students Act 2000 and its National Code 2007 and the Australian Quality Training Framework (VET QUALITY FRAMEWORK).

Trent Education complies with all Federal and State legislation relating to the following:

  • Complaints and Consumer Rights
  • Discrimination and Human Rights equal opportunity, racial vilification, disability discrimination
  • Employment Rights, including Occupational Health and Safety and Workers Compensation
  • Ethics, Freedom of Information and Privacy
  • Relevant New South Wales legislation can be found at:
    http://www.legislation.nsw.gov.au/
    http://www.austlii.edu.au
  • Relevant Federal legislation can be found at:
    http://www.comlaw.gov.au/

Trent Education ensures that all:

Staff are provided with information about legislation that significantly affects their duties, and Students are provided with information about legislation that significantly affects their participation in their study program. staff and students are informed of any changes to legislation or regulations as they occur by updating websites and discussing of changes in staff meetings.

Students are advised of the below-mentioned legislation at Induction and in the Student Handbook.

The legislation that governs Trent Education’s compliance as a registered provider of education and training includes: