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SkillsCentral is committed to fair treatment, access and equity for all our people. We demonstrate respect, courtesy, fairness and privacy. We undertake to meet our legal, ethical and social obligations to provide a working/learning environment that is free of discrimination against groups or individuals on the grounds of
Our clients, program partipants, stakeholders and employee have every right given by State and national legislation, by SkillsCentral policies, procedures and rules, and by the United Nations Declaration of Human Rights.
Everything in this procedure is limited by anything to the contrary in relevant State and National legislation, and SkillsCentral’s policies, procedures and rules.
We provide SkillsCentral learners, client representatives, suppliers and employees with a safe and healthy working and learning environment, which is free from discrimination, bullying and/or harassment.
We also establish and monitor fair processes to ensure that learners, client representatives, suppliers and employees are treated fairly.
The implementation of this policy is the responsibility of all SkillsCentral employees.
Management has a particular role in promoting:
• Principles and practice of access and equity.
• Staff, client and participant understanding and implementation of Equal Opportunity policies.
• A sensitive, fair and non-discriminatory decision making process in all aspects of our business.
It is the policy of SkillsCentral to provide professional development courses for both corporate and public clients at suitable venues. Corporate clients are deemed to be any business, organisation, Government department or other body that pays for a course on behalf of employees.
Where SkillsCentral is contracted to deliver a single module or assessment service, the client organization will be invoiced at completion of that service.
Where SkillsCentral is contracted to deliver a number of modules, ongoing assessment services over a period time or an entire FLM program, the client organisation a payment schedule will be negotiated and included in the contract for delivery of services and the client will be invoiced in accordance with this schedule. This schedule will normally include a non-refundable deposit covering our costs in designing and setting up the program and course materials for delivery deposit. All other invoices will cover services once delivered rather than payment in advance. Cancellation of contracted services will be in accordance with the contract.
In the event of SkillsCentral cancelling or discontinuing any course for any reason, an alternative date for the course will be offered to the client organisation. If this is not convenient or acceptable to the client organisation, any monies advanced for this course will be refunded in full. In the event of a client organisation cancelling or discontinuing a course for any reason, any agreed cost expended for the development of specialised or customised materials will be payable to SkillsCentral.
Where SkillsCentral delivers public subscription courses or programs or assessment services, advanced payment of fees is required at the time of enrolment. At this time the person enrolling will be provided full information regarding our refund policy.
Fees paid in advance of service provision will be held in trust, in accordance with AQTF Standard 3, in a dedicated bank, building society or credit society account to be drawn on only as the service is delivered.
We will issue refunds to individual students who have paid in advance when:
In the event that a refund is given we will refund all fees within the first 3 weeks of the course, or partial fees on a pro-rata basis if the student is further into the course.
We will not issue refunds for:
SkillsCentral is committed to ensuring all monies to be refunded are refunded promptly to maintain our high standard of client service and satisfaction.
It is the policy of SkillsCentral to maximise participant and client satisfaction by providing products and services of the highest standard and by applying the principle of fair treatment in our management of relationships and our handling of all concerns, complaints, grievances or appeals. We are committed to ensuring:
• A prompt, confidential and fair process to identify the nature and seriousness of complaints and address these using the most appropriate method for achieving wise outcomes.
• That all affected parties have the chance to present their concerns without risk of disadvantage or victimisation. Complainants and appellants are not victimised in matters of employment, learning or assessment as a result of raising a matter or supporting a complaint using this procedure.
• Concerns, complaints, grievances and appeals will be dealt with fairly, in good faith and with respect to the confidentiality, dignity and safety of the parties.
• Procedures are suitable for quick, cost effective and fair resolution of matters (wise outcomes), minimising formality as far as possible.
• The parties involved do all things reasonably necessary to achieve quick, cost effective and fair resolution of matters (wise outcomes).
• If a matter requires investigation, it will be conducted in a confidential and impartial manner following due process.
• The parties have access to support or representation if they want or need it.
Consequently, SkillsCentral has in place processes that enable trainees, clients and staff to effectively communicate any concerns, complaints or grievances they may have with any aspect of services including
• Course enrolment
• Design
• Delivery
• Outcomes
We will ensure that all efforts are made to promptly respond to and resolve complaints, grievances and appeals in a manner that provides wise outcomes ie outcomes characterised by:
• Mutual Satisfaction: the parties are satisfied that the outcome is fair, reasonable and will work for them
• Workable Precedent: ongoing and future interactions are neither damaged nor compromised
• Resolution: issues are resolved rather than driven underground or escalated
• Principled Interaction parties interact in goodwill, with integrity, honesty & mutual respect
• Economy issues are resolved in the fairest, simplest & most cost effective way for all concerned
Assessment Appeals must be lodged within fifteen working days of the notification to the participant of the assessment outcome. Lodging may be informal (verbal to the assessor or Director of Learning) or formal (written Assessment Appeals Form co-signed on receipt by the Office Manager).
It is the policy of the SkillsCentral, in meeting its obligations under the Australian Quality Training Framework, to recognise AQTF qualifications and statements of attainment issued by other registered training organisations (RTOs), regardless of the state or territory of origin.
SkillsCentral also operates in accordance with the AQTF requirements that RTOs notify the relevant State Authority within 21 days of commencement, when operation outside of WA.
SkillsCentral adheres to and supports the mutual recognition principle and its national implications.
As a provider of vocational training and professional development services, SkillsCentral undertakes to protect the privacy of individuals, be they clients, staff members or other associated persons, on the following basis:
Information gathered may include
In line with relevant privacy legislation, participant records, results and relevant information will remain confidential and will not be discussed, nor used without specific prior permission from the participant
Quality Training and Assessment
SkillsCentral is committed to achieving and maintaining high standards in the delivery of vocational education, training and assessment.
We employ people with appropriate qualifications and experience, to deliver training and assessment, within the scope of the RTO and in accordance with AQTF requirements.
Assessment processes reflect the requirements of the national assessment principles, including processes for skills recognition, mutual recognition and credit transfer.Assessments meet the requirements of validity, reliability, flexibility and fairness.
Trainees will be advised of assessment requirements, including the availability of skills recognition, upon commencement of training.
Appropriate and adequate training facilities and materials, which take account of both the physical and social needs of trainees, will be provided or ensured.
Our appeals process ensures the quick, efficient and professional resolution of disputes, appeals or complaints from trainees.
SkillsCentral places a high priority on maintaining a trainee focus that ensures the effective and efficient meeting of needs and expectations.
The safety, health and welfare of all SkillsCentral employees and trainees are of utmost importance, and is fundamental to our business.
The policy commitment therefore is to eliminate or control risks and hazards in our working/learning environment.
This commitment involves developing and implementing pro-active safety, health and welfare initiatives to provide:
• Safe systems of work
• Safe equipment, resources and facilities
• Safe premises – both for administration and training.
• Qualified and competent employees.
SkillsCentral will operate within, and adhere to, the relevant state Safety and Health legislation and take whatever practical measures are necessary to ensure standards are met.
The implementation of this policy is the responsibility of SkillsCentral management, however the maintenance of a safe and healthy working environment is a collective responsibility and all employees must commit to ensuring standards are maintained.
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