ABOUT Cobra Training Services ( CTS )
Cobra Training Services (referred herein as CTS) is an Equal Opportunity Organisation engaged in the provision of Accredited Training under the auspice of the Australian Quality Training Framework and ASQA. CTS policy dictates a strict adherence to relevant state and federal legislation relating to safety, industrial relations, access and equity. All accredited courses/statements of attainment will be delivered in line with the standards set by the Australian Quality Framework and relevant federal, state, and territory authorities. All CTS staff members are expected to promote and embrace CTS’s standards, policies, and procedures.
RTO CODE OF PRACTICE - PARTICIPANT HANDBOOK
The RTO is committed to delivering fair, reasonable, and ethical dealings in all of its undertakings including:
· Client information
· Confidentiality
· Complaints and appeals
· Fee structure
· Training standards
· Marketing
· Access and equity
· OHS
CONDITIONS OF ENROLMENT
CTS agrees to provide access to available enrolment positions for all persons who have the relevant skills, experience, and ability to satisfactorily meet enrolment requirements for behaviour, safety, course/qualification pre-requisites, payment of fees, and the observance of CTS policy.
CTS may seek to terminate the enrolment of a student if they:
· Do not comply with proper safety procedures including the wearing of appropriate clothing and PPE for a given workplace when training occurs in an on the job or simulated workplace situation.
· Fail to attend training sessions to a minimum level set for competence.
· Have not accurately or honestly disclosed all information relevant to their enrolment and participation in the training with CTS including relevant matters relating to health, work history, skills and experience, criminal conviction (where appropriate) etc.
· Has provided false or misleading information.
· Commit an offence under the law while in the training environment or at a workplace, breaches safe work practice, or otherwise acts in a manner detrimental to the wellbeing of CTS, other students or persons, or themselves.
· Do not comply with the confidentiality rights of other persons.
Participants Charter
All participants in the RTO’s courses and programs have a right to:
· Be treated with respect and dignity
· A safe learning environment free from danger, abuse or harassment
· Recognition of their particular needs & circumstances including: beliefs, ethnic background, cultural & religious practices
· Have access to their own records on request
· The opportunity for feedback on services provided
· Receive a copy of and have access to our complaints process
Participant Responsibility
As a condition of entry into the RTO’s programs, participants are expected to:
· Respect the rights of others
· Be punctual for classes and appointments
· Notify the RTO if they are unable to attend classes or appointments
· Promote an effective learning environment through good personal behaviour
· Encourage equal opportunity
· Observe any non-smoking restrictions
· Seek approval from authorised CTS staff for the use of any RTO equipment, assets, stationary, etc
· Be responsible for their own possessions
· Be aware of and promote the safety of themselves and others
· Meet the required dress standards designated for particular programs.
INDUCTION/orientation
All students will undergo an induction/orientation prior to course commencement. This process will include details on course delivery, policies, procedures, appeals, access and equity, RPL, OHS, etc.
PRE-DELIVERY ASSESSMENT
Prior to enrolment you should discuss your needs and situation with any CTS staff member who can assist you with or refer you to appropriate assistance for:
· Client Support Services including Language Literacy & Numeracy (LLN)
· Recognition of Prior Learning (RPL)
· Learning Pathways
· Assessment Procedures & Process
· Delivery Options
FLEXIBLE ASSESSMENT
All assessments conducted by the RTO will conform to assessment guidelines for Nationally Endorsed Training Packages or the assessment criteria attached to specific courses.
Assessment usually takes place by way of a written test and practical demonstration but are flexible and at the tutor’s discretion in some courses as long as they meet AQTF guidelines and minimum requirements for competency in the specific course.
Students are required to be competent in all areas to receive an overall competency mark (C).
Elements that may be included (depending on course) in the assessment process are:
- Personal presentation appropriate to the environment.
- Verbal and non-verbal communication.
- Problem solving. Eg learning to learn, decision making, creative thinking.
- Working with others in teams.
- Organise own schedules to achieve goals.
Where a clients has been assessed as being Not Yet Competent (NYC) the RTO offers further opportunities to be assessed. Generally this ‘re-assessment’ is at no extra cost, however CTS reserves the right to charge a re-assessment fee should a FULL re-assessment be required or the assessor feels no attempt has been made to study for the test or other participants have been disadvantaged by the actions of the participant.
The participant may appeal this decision by writing to the RTO who will consider the matter and advise the client in writing of the outcome. This process is outlined our Appeals Policy below.
A flexible assessment process will be undertaken to consider the needs of people with special needs or situations including:
- LL&N difficulties.
- Other trauma, special needs or reasons.
In this case flexibility will not indicate the overall value of a course program may be lessened, but should be seen as a willingness to take different avenues to reach results with the qualification retaining the same worth and value.
The results and details of all assessments will be recorded and kept on file for the purpose of auditing, and where applicable, will be forwarded to or included in, reports to the Registering Authority. In line with CTS policies, clients will have access to personal information and will be advised of all outcomes in writing.
COMPLAINTS POLICY
General
Any client dissatisfied with any course or activity relating to the provision of training or assessment services shall have the opportunity to submit a complaint.
Procedure
Upon receipt of a complaint the Office Manager shall check course/participant records or contract review details to ensure the person was a participant or potential client to review details.
Once confirmed the client involved shall be contacted to discuss the full nature of the issue. Should the issue not be resolved at this stage, we shall:
a) Forward a copy of our Complaint/Appeal form to the client concerned
b) Upon return of the completed form arrange an interview with the client to
discuss the issue in the presence of an agreed independent person/s or panel.
The purpose of the interview is to resolve the issue by any of the following methods:
· No further action
· Written apology
· Refund of any monies paid
· Provision of same service without cost
· Provision of same service without cost with another provider
c) The Office Manager shall be responsible for providing a written statement of the outcome and reasons to the person/s involved.
Records of all complaints shall be maintained by the Officer Manager.
APPEALS POLICY
General
Any client dissatisfied with any assessment decision shall have the opportunity to submit an appeal, within 7 days of their assessment, in writing or using our Appeals Form.
Procedure
Upon receipt of a completed appeals form the Office Manager shall check assessment records to ensure the person was an assessment candidate.
Once confirmed, all assessment records and appeal form shall be reviewed.
Once reviewed the client shall be contacted to resolve the issue. Should resolution not be satisfactory to all at this stage an interview shall be arranged to discuss further resolution options in the presence of an agreed independent person/s or panel.
Appeals shall be resolved by any of the following methods:
· No further action
· Re-assessment by original assessor
· Re-assessment by another assessor
· Consultation with another RTO and the person regarding the assessment
· Mediation with WorkCover NSW, ASQA or appropriate ISC regarding the assessment
The Office Manager shall be responsible for providing a written statement of the
outcome and reasons to the person/s involved.
Records of all appeals shall be maintained by the Office Manager.
Fee Structure
All fees will be competitive when compared to others in the marketplace, and may be varied or discounted at the discretion of the RTO to assist individuals, secure corporate contracts or to comply with the requirements of Commonwealth or State/territory Government contracts.
The cost of a course is dependant upon delivery and assessment methods and a separate guide to these costs is provided as an attachment to this information.
Credit / Refund Policy
Cobra
Training Services has established and maintains the following credit /
refund procedure for all Companies and/or individuals who register and/or
attend our training courses.
Should cancellation by the organisation or individual booking services
occur fourteen (14) days or more prior to the commencement date of the service,
no penalty will be applied and a full refund provided if payment has been
received in advance. Alternatively, the organisation or individual can
choose to have funds held in credit for a maximum period of 6 months from the
original invoice date, after which time, if unused the credit or refund is
deemed null and void.
If cancellation
should occur eight (8) to thirteen (13) days prior to the commencement date of
the service, 25% of the total cost will be retained / invoiced as a
non-refundable booking fee.
If cancellation of the service is made seven
(7) or less days before commencement of the course, 100% of the total service
cost will apply as a non-refundable booking fee. Additionally, if such
cancellation occurs within two working days or less of the training date, any travel
and accommodation costs incurred (if quoted) will be charged at the full quoted
cost.
No refund is available to organisations
or individuals who do not attend training on their scheduled course dates or
who have commenced their training course and who choose to terminate or leave
before their training course is completed unless they can provide a Medical
Certificate or show extreme personal hardship or pressing domestic necessity.
In these cases fees may be refunded on a pro rata basis or reduced to cover
program or course materials or held in credit for a maximum period of 6 months
from the original invoice date, after which time, if unused the credit or
refund is deemed null and void.
Should an individual wish to
finalise an incomplete program at a future time, the original fee can be used
as credit for a maximum period of 6 months from the invoice date, after which
time the credit is deemed null and void. Additional fees may be payable to
cover any difference in current course pricing within the 6 month credit period.
The CEO reserves the right to make
discretionary decisions regarding conditions of refunds if necessary.
Should an organisation or individual
be dissatisfied with our Credit / Refund Policy they shall be encouraged to submit a
Grievance form in accordance with our Grievance Policy, if an immediate
solution is not agreed to by both parties.
Support and Assistance
A list of referral contact details is available and can be supplied to all students alike for a variety of services including; counselling, emergency accommodation, substance abuse, etc.
A list of these services will be supplied at induction sessions with copies kept in a place where they can be accessed by students on request.
Recognition of Prior Learning (RPL)
CTS is committed to ensuring that course participants are given credit transfer or the opportunity to demonstrate Recognition of Prior Learning, where permitted, for courses offered.
Our business shall give recognition of Statements of Attainment issued by other Registered Training Organisations to persons wishing to claim RPL for any course where RPL is permitted.
RPL shall be based on submitted documentary evidence not only from academic sources and industry sources but may include written evidence from community or voluntary sources.
Where evidence can not be provided in written form, participants may provide evidence through other media or by personal demonstration.
Any participant dissatisfied with their assessment for RPL have the opportunity to appeal in writing outlining the area/s of appeal and the reasons for the appeal. The appeals review board shall consist of the Director and agreed independent person or persons.
FEEDBACK AND COMMUNICATION
CTS embraces an ongoing policy of open communication and encourages feedback and dialogue with all students and employers to assist with meeting student needs and concerns as well as for ongoing improvement of the RTO’s services.
The RTO would appreciate feedback in regard to your opinions, satisfaction, or other views about the RTO’s operations, policies, procedures, and training delivery and assessment.
The RTO will analyse and utilise this feedback and communication to:
· Review its policies and procedures, and
· Plan for improvement
Feedback can be supplied directly to facilitators, other CTS staff, or as written suggestions which may include the use of CTS feedback forms.
EQUAL EMPLOYMENT OPPORTUNITY, HARASSMENT AND DISCRIMINATION POLICY
CTS is committed to promotion of the principles of equality of opportunity in employment and training.
Protection of the human rights and dignity of our employees and clients is essential to the creation of a work and training/assessment environment free of discrimination, harassment, bullying and victimisation.
Treating a colleague or client differently in any form due to their sex, sexual preference, race, marital status, age, a disability, being pregnant or having HIV or Aids is against the law and shall not be tolerated.
While all efforts will be made to assist individuals meet the requirements of this Policy any
disregard for the Policy shall be viewed in the same manner as any breach of Business
policies, rules and regulations.
It is the responsibility of all stakeholders to bring to our attention any breaches of this Policy or any complaints relating to discrimination, harassment, bullying or victimisation in our work and training/assessment environment.
CONFIDENTIALITY
CTS will not disclose the personal details of its employees/students/contractors, or associates except as they expressly permit, or to meet legislative or compliance standards set by regulatory authorities or other persons empowered under the law.
PARTICIPANT DISCIPLINE AND DISMISSAL
POLICY AND PROCEDURE
This Policy and Procedure relates to the disciplining and dismissal of clients for inappropriate behaviour during attendance on our training courses or assessment activities.
Participants are expected to display a high level of personal responsibility for their learning/assessment process and for their interaction with other participants and our staff members.
Participants displaying inappropriate or dangerous behaviour will be required to attend a disciplinary interview to discuss the necessary changes they need to implement to avoid dismissal from the course.
Regular and punctual attendance at courses is essential for successful completion of the course. Participants who do not display regular attendance at the course will be required to discuss their position with our trainer/assessor for continuation with the course.
Disciplinary Interview
Disciplinary interviews will be arranged with the participant as soon as possible after the incident. Participants may have a third party present during the interview. Details relating to the disciplinary interview shall be recorded and include:
· Name of participant and course/assessment attending
· Date of incident
· Details of incident
· Effects on other participants or staff
· Participant’s comments regarding incident
· Agreed plan of action for necessary behaviour change
· Dismissal details (if required)
Should the inappropriate or dangerous behaviour continue the participant shall be counselled regarding non conformance to the agreed plan of action and any further incident will mean dismissal.
Participants will be provided with a copy of their Disciplinary Interview Records, information on course refund, if applicable, and issued a Statement of Attainment if applicable.
Cobra Contracting Pty Ltd
Unit 1
108 Newton Road
Wetherill Park NSW 2164
RTO National Provider No: 91601
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