Language, Literacy and Numeracy
Students may be required to complete a short language, literacy and numeracy questionnaire prior to enrolment. The questionnaire is designed to identify students who may find it difficult to achieve the outcomes of the course in the scheduled timeframe. Where a student has been identified with potential support needs, the Trainer/Assessor will discuss how best we can provide support to the Student to ensure success. This may simply be asking verbal questions rather than using a written test.
Support Services Information
Support services, welfare and guidance information for all students is available; please see the Support Services Reference Guide.
Students can be assured that personal information provided to First Aid Action will be given maximum protection and made available only to authorised users such as employers where a contract (eg. Training Contract) exists, or to government agencies to meet government reporting requirements, for research, audit, moderation and evaluation purposes. If a student wishes to access personal information held at First Aid Action, a request should be made to the office.
The law requires copyright loyalty payments for the reproduction of a considerable amount of publishable material, notably books.
For study and research purposes, Students are allowed to copy 10% or one chapter of a book or one article per issue of a journal. More extensive reproduction may be possible, and permission must be sought.
Discrimination and Harassment
First Aid Action aims to provide an environment free from discrimination and harassment for both Students and staff. Discrimination and harassment come in many forms and may relate to gender, age race, religion, sexual preference or disability. Contact the Manager who can provide confidential support and information about options to deal with such situations.
Students are expected to behave in a manner which is courteous, safe and not disruptive within training and assessment activities conducted by First Aid Action. The following are examples of unacceptable behaviour or actions:
* Any misuse, legal or illegal, of any vehicles or property of First Aid Action;
*Any unsafe or illegal practice;
*The possession of alcohol or prohibited drugs;
*The conduct of business for private gain;
* Dishonesty in training and assessment activities;
* Damage of equipment;
*Disorderly, disruptive or harassing behaviour;
* Non-payment of fee requirements
*Discrimination towards any other person
*Non-declaration of a pre-existing medical, mental or physical condition which may be accelerated or increased due to training or assessment
Gross misconduct may result in suspensions or expulsion from First Aid Action training and assessment programs.
First Aid Action provides a range of training programs with varying entry requirements. Specific details are included in the section Courses Offered.
Flexible delivery means that a range of learning strategies is available in a variety of learning environments and/or scheduling. Training is adjusted to suit individual learning styles, interests and training needs, with an aim of enhancing accessibility to education/training.
Reasonable adjustment explained
Reasonable adjustment refers to flexibility in assessment approaches to account for individual learning needs, while still adhering to the assessment requirements of the relevant training package or VET accredited course. Whilst reasonable adjustments can be made in terms of the way in which evidence of performance is gathered, the evidence criteria for making competent/not yet competent decisions should not be altered in any way. If a student meets essential entry requirements, the RTO must endeavour to make ‘reasonable adjustments’ necessary for them to complete their course work or demonstrate competency. This may include adjusting the physical environment, student learning materials or the manner that a theory test is completed. In most situations, a student with a disability will be able to tell the RTO what he or she needs to be able to study. If necessary, the RTO should also seek advice from disability areas within government departments or organisations that represent or provide services to people with a disability.
Adjustments may include:
· Modifying educational premises. For example, making ramps, modifying toilets and ensuring that classes are in rooms accessible to the person with a disability.
· Modifying or providing equipment. For example, lowering lab benches, enlarging computer screens, providing specific computer software or an audio loop system.
· Changing assessment procedures. For example, allowing for alternative examination methods such as oral exams, or allowing additional time for someone else to write an exam for a person with a disability.
· Changing course delivery. For example, providing study notes or research materials in different formats or providing a sign language interpreter for a person who is hearing impaired.
Please note that in some Training Packages, first aid and CPR training for example, there are mandatory skills that cannot be modified as a reasonable adjustment. The student is required to complete 2 minutes of adult CPR on a manikin on the floor. There is no room for reasonable adjustment (eg. using the manikin on a table for those with knee or back problems) if the unit of competency specifies it is done on the floor.
Complaints and Appeals
When a person wishes to lodge a formal complaint or appeal an assessment decision, the complaints and appeals process must be followed:
Complaints and Appeals Process
discuss the complaint or appeal with the Trainer or Assessor
If the complaint or appeal is not addressed to the satisfaction of the student, the student is advised to complete a Complaints and Appeals Statement (below)
the Course Coordinator or Management is to evaluate the Complaints and Appeals Statement, conduct enquiry where necessary, provide an opportunity to the student to present their case (with the provision of a support person in attendance) and address the complaint or appeal
If the complaint or appeal is not addressed to the satisfaction of the student, it is to be referred to an external source
Work Health and Safety
The Work Health and Safety Act 2011 applies to all staff and students of First Aid Action. All employees, including students, have a primary responsibility to ensure that they work safely, without risk of injury to themselves, fellow workers/students and others in the workplace or public. Students are required to follow the instructions of the Trainer/Assessor whilst in training.
Refunds of program fees are available and only to be initiated in line with First Aid Action Policy 1.0 and Procedure 1.7.
First Aid Action will make a full refund of all fees paid should a course be discontinued. Should the student desire to take an alternative course with First Aid Action, fees will be fully transferable to that course. In the event of a course for which the student was enrolled being unavailable or no acceptable alternative course is available, fees are fully refundable.
Should a student cancel an enrolment with First Aid Action, the following conditions will apply regarding a refund of fees:
- The enrolment fee is non-refundable – 20% cost of course
- Cancellation up to two weeks prior to the commencement of the course, a full refund (less the enrolment fee) will be given
- Cancellation between course commencement date and two weeks prior to the commencement of the course, 80% of fees will be refunded, less the enrolment fee
- No refunds or transfers will be given for cancellations or discontinuations after a course commencement date or after exclusion for unsatisfactory attendance or behavior, except where extenuating circumstances prevail*
- All requests for cancellation or refunds must be made in writing (FORM 1.9 Fees Charges Refund Request), and be accompanied with supporting documentation where necessary
- Normal processing time for a refund request is up to four weeks
- Confidentiality of Student information will be ensured (see PRO 1.5 Student Information Management Policy)
- Refunds will be paid within one (1) week of the claim being agreed
* Extenuating circumstances: Should a student have to discontinue a course for legitimate reasons, such as sickness, exceptional family circumstances, a pro-rata refund may be given less a 10% administration fee.
Access and Equity
The Management and staff of First Aid Action are responsible for ensuring access and equity for all students. This ensures all students are treated equally and fairly and have equal access to participation in training. Selection of students into courses is based on students meeting course pre-requisites and entry requirements, course fee payment and on a first-in first-served basis, and no potential student will be discriminated against for any other reason.
Obligations and Responsibilities
As a Registered Training Organisation, First Aid Action is responsible for the quality of the training and assessment services provided to clients and students, for ensuring that compliance with the NVR Standards, and compliance with the requirements of the Australian Qualifications Framework when issuing certification documentation (eg. Statements of Attainment).
As a student of First Aid Action you have rights under the consumer protection legislation, and should First Aid Action cease trading or cease to be a Registered Training Organisation, all efforts will be made to ensure that you are provided with similar training and assessment services with another RTO. If First Aid Action to change ownership, you will be notified and arrangements will ensure that you are provided the training and assessment services as agreed, or provided with similar services with another RTO.