Our Policies and Procedures
Policy on complaints and appeals
Policy on workplace, health and safety, access and equity
Policy on continuous improvement
Policy on refund of fees
Policy on management of personal information
Policy on training and assessment
Policy on recognition of prior learning
Policy on Complaints and Appeals
“If you are not happy with our service, conduct or with a decision made by Smart City Vocational College or staff”
If you have any issues, please tell us about them – we want to ensure that you receive the best possible level of service and our decisions regarding your training and assessment are fair. You can be assured that any issues you raise will be dealt with confidentially, you will not be reprimanded for raising an issue and your issue will be dealt with in a fair and legal manner. You will receive a written response from the Managing Director as well as the opportunity to discuss your issue. We can also offer advice and referral to other bodies if you feel the matter cannot be successfully resolved.
Your complaint or appeal may be lodged in writing, verbally or through an advocate.
If there is a problem, it is best brought to our attention as soon as possible. Raising issues about situations that have occurred more than three months ago may not be able to be dealt with because of the lapse in time. We welcome and appreciate any suggestions as to how we can improve our service.
Who to contact and how?
Contact Jamie Burke, Managing Director, via:
160 Denison Street
Rockhampton QLD 4700
PO Box 747
Phone: 07 49 276955
Fax: 07 49 276433
E-mail: smartcity@smartcity.net.au
Jamie Burke
(Managing Director)
Policy on Workplace, Health and Safety, Access and Equity
Everyone has Rights!
As a student, staff member or visitor, you have rights which we will respect when you are in contact with this organisation.
Workplace Health and Safety
Smart City Vocational College and venues hired by Smart City for training are a workplace under the Workplace, Health and Safety Act 1995. You can expect that these venues meet Standards set out in the WHS Act 1995 and WHS Regulations 1997. Smart City has a duty of care to provide a safe workplace and you have a duty of care under the same legislation to contribute to a safe workplace. There may be specific legislation or regulations that may relate to your training – your trainer will discuss these with you.
Workplace harassment, victimisation & bullying
Whilst you are an attendee at Smart City, our workplace will not tolerate workplace harassment, victimisation and bullying. If you feel that you may be subject to any of the above, talk to your trainer or any of our staff.
Anti-discrimination, including equal opportunity, racial vilification & disability
discrimination
Our aim at Smart City is to ensure that you are treated fairly and are not
unfairly discriminated. If you have any concerns, please talk to us.
Vocational Education and Training
Smart City Vocational College is registered under the Vocational Education, Training and Employment Act 2000 and must comply with this legislation. We have a policy of treating all students fairly in regards to allocation of resources and not disadvantaging students unfairly because of distance. Please note that if you are under the age of 18 years, your trainer must possess a clearance for Working with Children through the Commission of Children and Young People and Child Guardian. You have the right to see evidence of this approval.
All Staff at Smart City must adhere to the rules regarding Access and Equity.
If you can offer advice on how we may improve, please speak to Jamie Burke, Managing Director on (07) 4927 6955.
Jamie Burke
(Managing Director)
Policy on Continuous Improvement
We want to provide the best level of service to all our customers. We review the course or student/employer feedback/evaluation forms and make appropriate changes to how our services/courses are delivered, to ensure the ongoing improvement of our service/courses so that our clients needs continue to be met.
We continuously monitor our services/courses and processes to enable us to identify, detect, isolate and resolve any problems (or possible problems) to improve what we deliver and how we operate.
If you have feedback that may help improve our services, we would like to hear from you.
- You can provide feedback or suggestions anonymously
- You will be provided with a feedback form throughout your traineeship/apprenticeship/course
- Sometimes the smallest thing is the most significant
- Your feedback does not have to be in writing – simply phone or tell us
- We value your comments
How?
Contact us via:
160 Denison Street
Rockhampton QLD 4700
PO Box 747
Phone: 07 49 276955
Fax: 07 49 276433
E-mail: smartcity@smartcity.net.au
Jamie Burke
(Managing Director)
Policy on Refund of Fees
Course fees – when payment is required?
Can I obtain a refund?
What if I cannot pay the full amount?
Fees for courses should be paid in full two working days prior to the start date of the course.
If you cannot commence the course or change your mind for any reason, we will refund your course fees less an administrative handling fee of $20.00. Once the course has commenced, it may not be possible to refund course fees as a specific course place has been set aside. Please ensure that you let us know as early as possible if you decide not to proceed with the course you have paid for.
If you have paid for a course and decide that you are unable to commence, you also have the option of deferring until a later course. We will try to find a solution where possible. Special consideration will be given where unforeseen circumstances prevent you from commencing a course.
Fee for Service Students will be invoiced on enrolment with final payment of full fee due within the first 3 months of study. On cancellation/withdrawal from study, the student may apply in writing for refund of fees. It is at the Managing Directors discretion to approve a refund.
Tuition Fees (Government Funded Trainees/Apprentices)
User Choice Trainees/Apprentices will be invoiced Tuition Fees within 120 days (4 months) of enrolment with Smart City Vocational College. On cancellation/withdrawal from Traineeships/Apprenticeship, the trainee/apprentice may apply in writing for refund of fees.
Where a trainee/apprentice does not commence a Unit of Competency/Module, the trainee/apprentice will be reimbursed for all tuition fees collected in relation to that Unit of Competency/Module. Where a trainee/apprentice withdraws from a Unit of Competency/Module after participating in learning activity then a proportionate payment of the tuition fee will be reimbursed.
Cannot pay the full amount? Please arrange to speak to Jamie Burke, Managing Director by phoning 07 4927 6955. We can arrange easy payment plans in most circumstances.
Jamie Burke
(Managing Director)
Policy on Management of Personal Information
Safeguarding your personal information
1) Smart City Vocational College will only collect personal information relevant to perform our contracted task.
2) Information collected will be with your consent and will be used only for the purposes for which it is collected.
3) Your personal information will not be disclosed to a third party without your consent unless that third party has lawful right to that information and that right is validated. This would only happen in very exceptional circumstances.
4) We will ensure that your personal information is kept safe and is not accessible to others who do not have reason to access your information
5) You have access to your personal information held by this organisation.
6) You have the right to request changes to your personal information held if you believe the information held is incorrect.
7) Your personal information will be held by this organisation only for the period we are legally required to retain the information.
8) All staff are trained in the Principles of the Privacy Act.
If you have any concerns, requests or wish to view your personal information, please contact the Managing Director, Jamie Burke on (07) 4927 6955.
If you believe that we may have breached privacy principles, you may contact the Privacy Hotline (Office of the Federal Privacy Commissioner) direct on 1300 363 992 (local call charge).
Jamie Burke
(Managing Director)
Policy on Training and Assessment
Smart City Vocational College is committed to the delivery of high quality innovative training which addresses real workplace and environmental training needs.
Systems for Quality Training & Assessment
- Accredited training is delivered only within Smart City Vocational College’s Scope of Registration
- Trainers/Assessors follow Smart City Vocational
College’s
policies and processes as set out in our Policies and Procedures
Manual
Tutors and subcontractors who may deliver training and assessment on behalf of Smart City Vocational College also follow our policies and procedures - Complaints/appeals are dealt with constructively and fairly
- Smart City Vocational College is an equal opportunity training provider, offering quality training open to all eligible participants in compliance with equal opportunities legislation
Training is offered in a variety of forms to suit the needs of the workplace or student to ensure all the competencies are met.
Smart City Vocational College will assess student competence and performance by collecting sufficient evidence and making judgments on whether competence has been achieved, or whether specified skills and knowledge have been achieved that will lead to the attainment of competence
Competency-Based Assessment
Competency-based assessment is the process of collecting evidence and making judgments against set criteria. A student/trainee/apprentice has to be able to demonstrate that they are competent in a variety of ways and over a period of time.
Smart City Vocational College uses a range of assessment methods and strategies to enable students to demonstrate competence against the performance criteria.
All assessments will be conducted using the four principles of assessment
They are:
- Fairness: Assessments and assessors will take into account the person being assessed and ensure they are not disadvantaged
- Validity: A valid assessment assesses what it claims to assess
- Reliability: A reliable assessment is consistent and reproducible
- Flexibility: Flexibility in assessment often involves negotiation of assessment methods.
Smart City Vocational College is committed to ensuring assessments are equitable for all students/trainees or apprentices and will take account of cultural, language literacy and numeracy needs by making reasonable adjustments to the assessment process. (Refer to the Access and Equity Policy)
Assessment will take a variety of forms to provide a sufficient range of evidence that is valid, current, sufficient and authentic to enable judgments to be made about the student/trainee/apprentices achievement of competency. Assessments could include and are not limited to:
- Written tasks
- Verbal questioning
- Role Plays
- Demonstration/ Observation
- Photographs
- Evidence Portfolios
Learning Pathways
Smart City Vocational College’s students/trainees or apprentices will be offered the choice of an appropriate learning pathway that ensures they will achieve the competencies for the qualification or Statement of Attainment they have commenced. The learning pathways offered are:
- learning and assessment pathway involving formative and summative assessment activities
- assessment only pathway for RPL/ RCC or Credit Transfer (Refer to Smart City Vocational College Policy for RPL/RCC/Credit Transfer)
- combination of the two pathways where the student/trainee or apprentice achieves competency
- recognition for some units through an assessment pathway involving skills recognition, followed by achievement of others through a learning and assessment pathway.
Achieving Competency
Smart City Vocational College recognises it is desirable to reach competency at the first attempt of an assessment, however, if a student/trainee/apprentice does not reach competency the first time they are able to continue training and practicing skills and attempt the assessment again when they feel more confident. Students/trainees/apprentices can continue in this process until they achieve competency.
Reasonable Adjustment - refers to measures or actions taken to provide students with the same educational opportunities as everyone else. Ask your trainer to discuss this with you if you feel that adjustments should be made within your training program.
Feedback
Students/trainees or apprentices will be informed whether they have achieved competency. Verbal feedback will be provided to the student/trainee/apprentice about the outcomes of each assessment. Students/trainees and apprentices have the right to view all information/feedback recorded about them.
Jamie Burke
(Managing Director)
Policy on Recognition of Prior Learning Recognition of Current Competence Mutual Recognition (Credit Transfer)
Recognition of Prior Learning
Recognition of Current Competence
Smart City Vocational College is committed to recognising skills, past experience or qualifications of students as part of a present course.
Evidence for recognition of prior learning/current competence may include:
- Evidence of current competence
- Performance, demonstration, or skills test
- Portfolio, logbook, task book, projects or assignments
- Written presentation
- Interview
- Case studies
RPL/RCC is available for all subject units. The performance criteria of each unit set the RPL/RCC benchmarks. Application forms can be completed on request.
If there is sufficient evidence in the application and supporting documentation, no further assessment may be necessary. If further assessment is required, it may take any practical form consistent with the assessment criteria for the claimed competencies and the principles of validity, reliability, fairness and flexibility. The form of assessment may be negotiated and may consist of interview, written assignment, exam, or other method.
Further information is available in the form of Fact Sheets from the Department of Education Training and the Arts, which we would be happy to supply, or also on their web site www.trainandemploy.qld.gov.au
Credit Transfer/Mutual Recognition
Credit transfer is where you may have completed units or an accredited course with another Registered Training Organisation and it is relevant and/or able to be used for your current and anticipated study. Please note that Smart City is committed to applying Credit Transfer to Qualifications/Units completed/issued by any other Registered Training Organisation.
Jamie Burke
(Managing Director)
