Traineeship Information Kit

Transcription

1 Traineeship Information Kit Real Estate Training Solutions P/L PO Box 682 Richmond, NSW, 2753 Ph: Fax:

2 Copyright The information in this booklet is copyright to Real Estate Training Solutions and may not be used or reproduced in whole or in part without the prior written consent of Real Estate Training Solutions. Disclaimer While every effort has been made to ensure that the information contained in this product is free from errors and omissions and is not misleading in any way, Real Estate Training Solutions makes no representations or warranties and is not liable for any loss or damage or injury of any kind (however caused) under any theory of law including negligence resulting from or in any way connected with the use of this product. RETS does not assume any legal liability, whether direct or indirect, for the accuracy, comprehensiveness or usefulness of any information, or the reliance on this information. RETS reserves the right to modify, revise or supplement anything in this handbook at its sole discretion at any time. The most recent copy of this Information Kit can be found at the RETS website - V

3 Index Introduction and Welcome 4 Traineeship information 5 Prospective Students and Notification of Enrolment 5 Training Plan 6 Consumer Protection 7 Code of Practice 7 Complaints 10 Appeals Process 11 Consumer Protection Complaints 12 Disciplinary Procedures 14 Electronic Marketing 14 Messages sent without consent 15 Notifications and Guarantee 16 Fees and Charges 17 Unique Student Identifier (USI) 32 Deferring your traineeship 33 Discontinuing your traineeship 34 Transferring 34 Enrolment and Induction 35 Course Completion Timeframes 36 Issuing of Certificates and Statements of Attainment 37 Qualifications from other RTOs 38 Student Support, Welfare & Guidance 39 Drug and Alcohol Policy 41 Language, Literacy and Numeracy Assistance 41 Legislation Compliance 42 Privacy 49 Access to your Records 61 Flexible Learning and Competency Assessment 61 Assessment Validation and Moderation 64 Marking timeframes 64 Not Yet Competent (NYC) 64 Recognition of Prior Learning/ Recognition of Current Competency 65 Plagiarism 67 Evaluation 67 What happens if I need help? 68 V

4 Introduction and Welcome Welcome to Real Estate Training Solutions (RETS), a Registered Training Organisation (RTO) currently offering a variety of real estate training in NSW. RETS conducts training under the legislation of the NSW Fair Trading, Australian Quality Skills Authority (ASQA) and the Department of Education and Communities NSW (DEC) Smart and Skilled program. This Traineeship Information Kit provides you with information you may need whilst studying with Real Estate Training Solutions (RETS). If you enrol as a student with RETS you will be expected to comply with the policies in this handbook. If for any reason you are unsure of any information in this kit please contact our office for clarification. RETS reserves the right to modify, revise or supplement policies and procedures in this kit at its discretion. V

5 Traineeship information The traineeship system in NSW has recently undergone significant changes. The system is now known as Smart and Skilled. To find out more about the changes please go to Traineeship training in NSW is subsidised by the NSW Government. Prospective Students and Notification of Enrolment As part of the enrolment process for prospective students RETS must comply with DECNSW ( the Department ) process for the Notification of Enrolment of Prospective Students : This includes: Obtaining all required consents from the Prospective Student. This includes the Prospective Student signing or electronically accepting (including by ticking a check box) a consent form. If the Prospective Student does not provide their consent, RETS cannot proceed with the Notification of Enrolment Process. Determining if the Prospective Student is eligible for Subsidised Training; Providing the Prospective Student with the details of the Fee that the Prospective Student would have to pay for the Approved Qualification; Capturing the Prospective Student s Unique Student Identifier (USI); Obtaining a declaration from the Prospective Student in respect of the correctness of the information provided by the Prospective Student and confirming the receipt of information relating to the fees; and Reporting enrolments with all required information (including the proposed date of Commencement (the Planned Start Date)) to the Department The Notification of Enrolment Process will be completed for a Prospective Student when all of the above steps have been undertaken and a Commitment ID is issued by the Department for the Prospective Student. V

6 A Prospective Student only becomes an Enrolled Student once the Notification of Enrolment Process has been completed, a Commitment ID has been issued and the Prospective Student has enrolled in the relevant Approved Qualification with RETS. If a Commitment ID has been issued for a Prospective Student and the Prospective Student does not enrol with RETS or cancels their enrolment, RETS will cancel the Commitment ID immediately. RETS will also: Commence the Enrolled Student in the Approved Qualification connected to the Commitment ID on the Planned Start Date; and Submit Training Activity Data for the Enrolled Student within 6 weeks of the Planned Start Date. If the Training Activity Data for the Enrolled Student is not submitted within 6 weeks of the Planned Start Date, the Commitment ID will expire. Training Plan RETS develops a Training Plan for each Enrolled Student within 12 weeks of Commencement. It will be customised with consideration of the nature of the Employer s business and the Enrolled Student s duties within the workplace. RETS will ensure that all Enrolled Students have input into developing their Training Plan, and are provided with a copy of the Training Plan. RETS retains a copy of this training plan also. Training Plans for trainees are developed as per the guidelines for developing Training Plans for Apprenticeships and Traineeships. These guidelines can be viewed at apprenticeships_traineeships/trainingplan_guidelines.pdf V

7 Consumer Protection In Australia all consumers are protected by Australian Consumer Law (ACL), which is part of the Competition and Consumer Act RETS maintains compliance with this Act. RETS has also implemented a Consumer Protection Policy and aligned Consumer Protection Strategy to protect the needs and interests of all clients. These arrangements are in line with the NSW Consumer Protection Strategy: mer_protection_strategy.pdf RETS designated Consumer Protection Officer is the Managing Director Sasha Boe. She can be contacted at the RETS office. Code of Practice Real Estate Training Solutions (RETS), as an Australian Quality Skills Authority (ASQA) Registered Training Organisation (RTO) is committed to Australian Quality Framework (AQF). All students who undergo courses through RETS have the security of dealing with an organisation that regularly undergoes rigorous auditing against the AQF. RETS aims to provide a working and training environment for staff and students that embraces equity, fairness and respect for social and cultural diversity. Furthermore RETS nurtures an environment that is free from discrimination, harassment and racial vilification. Towards this end RETS has adopted polices for the following legislative requirements: Access and Equity Anti-discrimination Privacy/Confidentiality Harassment V

8 Working with Children Workplace Health and Safety Traineeships and Vocational Education and Training RETS also has policies on: Qualifications from other RTO s Client Selection, induction and enrolment Language Literacy and Numeracy Client Support Training and Assessment Appeals, Complaints and Grievances Recognition of Prior Learning (RPL) Fees and Refunds Discipline Administration RETS has policies relating to each of these areas. The policies not included in this handbook can be viewed on request. Student rights and obligations whilst undertaking a RETS course include; Obligations: Understand, accept and enter into an agreement with RETS as outlined above; Complete all assessments within the course timeframes; Provide accurate personal information and update RETS if any details change; Treat all RETS staff with respect; Advise RETS staff if they will be withdrawing from a course as soon as possible; V

9 If you are issued with a login and password to keep it confidential at all times; All consumers have obligations, including but not limited to provide accurate information to the provider behave in a responsible and ethical manner Rights: Be provided with information on training, assessment and support services information prior to enrolment Complete courses that are up to date and reflect the appropriate training package Be provided with timely feedback on assessments (as per our 7-10 business day marking turnaround time) Have their records kept confidentially and only provided to appropriate certified users Be treated fairly and respectfully by all RETS staff Have their money fully refunded if RETS is unable to provide the training and assessment services the student has paid for. All consumers have the right to: expect that the education and training they receive will be of a quality consistent with ASQA regulations and Smart and Skilled Contract requirements be informed about personal information that is collected about them and the right to review and correct that information access to a provider's consumer protection complaints system V

10 Complaints You are able to make complaint against any unfair treatment or assessment. A complaint includes any matter which arises from an act, decision, or omission, which a person considers is unjust, wrong or discriminatory and which is under the control of RETS. If you have a complaint: 1) Speak to your assessor/trainer they may be able to assist you immediately and remedy the issue you have. 2) If your trainer/assessor is unable to assist or the complaint relates to them contact the training co-ordinator in the RETS office. At this stage you will need to place your complaint in writing is fine. A written outcome will be provided within 2 working days of receipt. If you are unsatisfied with the outcome see (3) 3) If the training co-ordinator is unable to assist with your complaint the Managing Director will review your complaint. At this stage the student will be given the opportunity to formally present their case to the Managing Director within three (3) working days of the complaint. This can be done face to face, or if more convenient for the complainant, over the phone. At this point the matter will be discussed and either immediate remedial action will be taken or where required arrangements will be made for a mutually agreed independent arbiter to become involved. An example of independent arbitrators that the student can access include but are in no way limited to: i. Intermediate Dispute Management ii. Leadr Association of Dispute Resolvers V

11 The outcome of the complaint, with the reason for the decision, will be forwarded to the student in writing within two (2) days of the decision. 4) If the student feels that they are still unsatisfied with the process they may make a complaint with ASQA Any complaint found to be substantiated will be acted upon immediately by RETS. Staff who have complaints should approach the MD to discuss the problems. All complaints will be taken seriously, and all outcomes of problems or complaints will be placed in writing for the benefit of the complainant and RETS. Complainants will be asked to comment on their level of satisfaction with the complaints process. This information will be utilised to improve the complaints process. Where complaints about similar issues are repeated the MD will review the practice, resource, policy or system leading to the complaint and where viable amend the issue. Appeals Process Any decision made by RETS can be appealed. The appeals process is an integral part of the training and assessment system. Students who wish to appeal their assessment results should first discuss the issue with their trainer/assessor. Any student, who feels that the examination or assessment results do not reflect their true achievements, may request a re-assessment of their results within 7 days of receiving them. V

12 Students who have reason to query their results or any decision that has been made are entitled to have the MD review their case. This appeal must be in writing stating the issue and/or course and clearly stating the reason for the appeal. Upon receiving the appeal request, the student will be given the opportunity to formally present their case to the MD. Every effort is made to resolve the issue to both the student and RETS satisfaction. Where necessary external independent arbitrators may be utilised to assist in re-assessing appeals. Please see the complaints process for examples of independent arbitrators. The MD will advise the student of the appeal outcome, in writing, within five (5) working days of receiving the appeal. Appellants will be asked to comment on their level of satisfaction with the appeals process. This information will be utilised to improve the appeals process. Where appeals about similar assessments are repeated the MD will discuss the assessment with the relevant trainers/assessors. If necessary the assessment will be amended ensuring the assessment is validated against the Training Package. Any changes will be circulated amongst relevant staff and version control updated to reflect changes. Consumer Protection Complaints If an individual feels that RETS has breached its obligations in the undertaking of marketing and sales activities as per ACL, they may raise a complaint. In the first instance RETS encourages individuals to discuss the situation with the Consumer Protection Officer, where the issue will be investigated and responded to as soon as possible (and within 30 calendar days). If the individual is still not satisfied their complaint may be taken directly to the relevant Consumer Protection Agency for investigation: NSW Office of Fair Trading V

13 Smart & Skilled Subsidised Students Smart & Skilled Subsidised Students can also contact the Smart and Skilled customer support centre to seek assistance, ask for advice, make a complaint or provide feedback or enquiries@smartandskilled.nsw.gov.au Support is also available in person at a State Training Services Centre: Alternatively, a complaint may also be lodged with the Australian Skills Quality Authority (ASQA) complaints handing service for complaints against RTOs: ASQA Phone: V

14 Disciplinary Procedures RETS endeavours to promote a safe and fair environment for all staff and students. Disciplinary action will occur if: Staff or students hit someone or endanger their safety while conducting or participating in training Staff or students are found to be stealing RETS property Students refuse to obey instructions from staff Students cheat Students fail to pay any fee or charge owing to RETS Staff or students engage in harassment or discriminatory behaviour Students are found to be plagiarising their work If a staff member or student is reported to have committed any of the above acts, an investigation by Managing Director will occur. The staff member or student will be given the opportunity to present their case at this time. If this person is found to have breached any of the above, disciplinary action will take place. Dependent upon the act this may constitute expulsion from the course/termination of employment. Electronic Marketing The Spam Act 2003 prohibits the sending of unsolicited commercial electronic messages known as spam with an Australian link. A message has an Australian link if it originates or was commissioned in Australia, or originates overseas but was sent to an address accessed in Australia. The Spam Act 2003 defines a commercial electronic message as: Offers, advertises or promotes the supply of goods, services, land or business or investment opportunities; Advertises or promotes a supplier of goods, services, land or a provider of business or investment opportunities; or V

15 Helps a person dishonestly obtain property, commercial advantage or other gain from another person. The Act classifies an electronic message as commercial' by considering: The content of the message; The way the message is presented; and Any links, phone numbers or contact information in the message that leads to content with a commercial purpose as these may also lead the message to be defined as 'commercial' in nature. Messages sent without consent As an educational institution, RETS representatives can send messages to past and current students without their consent, but only if the messages relate to goods or services supplied by RETS Identification All commercial electronic messages sent by RETS representatives accurately identifies RETS as the organisation that authorised the sending of the message. Information provided includes: Clear and accurate information on RETS that authorised the sending of the message including the correct legal name of the organisation and an Australian Business Number; and Accurate information about how the recipient can contact RETS. RETS ensures that this information remains correct and valid for at least 30 days after the message is sent. V

16 Notifications and Guarantee RETS will notify clients as soon as practical after any change occurs that may affect the course services being provided. This includes changes of significant impact including: Any changes to the delivery of services to those specific clients; and A change in ownership of an RTO entity should that occur. RETS guarantees that no additional charges will be imposed during the traineeship period. V

17 Fees and Charges RETS fee arrangements for Smart & Skilled subsidised students are in line with the NSW Fee Administration Policy which can be viewed at: dministration_policy.pdf. If you are a School based trainee please see: sbats_fee_admin_policy.pdf General Fee Protection RETS will only accept maximum initial payments of no more than $1000 from each individual student prior to the commencement of a course. If required, following the course commencement, RETS may require payment of additional fees in advance from the student but only such that at any given time, the total amount required to be paid which is attributable to tuition or other services yet to be delivered to the student does not exceed $1,500. If the course is cancelled by RETS or is in any way unable to run as a result of RETS, the student will be refunded the full amount of the course. These requirements only apply to students directly - they do not apply to other clients - for example, where an employer engages RETS to provide training and/or assessment to its personnel. Government Subsidised Fee Arrangements The following government contractual / jurisdictional arrangements apply to RETS fees and charges: V

18 NSW Smart & Skilled Program The total course fee for a government subsidised traineeship course is divided into two components: The Fee (to the student / employer / client); and The Subsidy (paid by the relevant government body to RETS). In cases of government funding or subsidy, the Department s report includes the approximate value of the contribution from government towards the qualification(s) in which the student is considering enrolment. The prospective student and employer will receive a copy of this breakdown and amounts, produced by the Department, prior to enrolment, with a letter outlining when this fee is due. This will be received by . The student/employer must sign this letter agreeing to the quote and the payment schedule. Fees RETS: only charges fees for subsidised students in accordance with the NSW Fee Administration Policy, as per the relevant fee set by the NSW Government. uses the NSW Provider calculator or to confirm an individual s personal and program eligibility for a qualification. charges the student the relevant fee set by the NSW Government as validated by the Calculator. does not charge Smart & Skilled subsidised students a fee other than what is calculated by the NSW Government through the Calculator. Types of Fees: Traineeship Fees Traineeship fees are the same as for the Standard Student First Qualification fee. V

19 This means that the fee for a NSW new-entrant trainee is always at the First Qualification rate, regardless of the number or level of previous post school qualifications they hold. Standard Student Fees The Standard Student fee applies to students who are not doing an apprenticeship or who do not qualify for a concession or an exemption. The Standard Student First Qualification fee applies to students who do not already hold a post-school qualification from any tertiary sector. Qualifications include vocational and higher education qualifications achieved in Australia or overseas at any time previously. Qualifications not deemed to be post-school qualifications are: - Qualifications achieved while at school as part of an individual s secondary education prior to turning 17yrs; - Certificate I qualifications; - Smart and Skilled Entitlement Foundation Skills qualifications; - Certificate IV NSW Tertiary Preparation Certificate; and - Any other foundation skills qualification that is aimed at developing foundation skills as identified in the National Foundation Skills Strategy (up to and including Certificate III), including: o English language, literacy and numeracy (such as listening, speaking, reading, writing, digital literacy and use of mathematical ideas); and Employability skills (such as collaboration, problem solving, selfmanagement, learning and information and communication technology skills required for participation in modern workplaces and contemporary life). The First Qualification fee also applies to fees for year olds regardless of any previous qualification. V

20 Adjusted Fees The fee for a student is adjusted if that student receives Recognition of Prior Learning or Credit Transfer for any Unit(s) of Competency for the course. The Fee to be charged to the student is calculated as follows: Fee = Adjusted Price x Fee Percentage Where: Fee Percentage means the relevant Fee amount expressed as a percentage of the Price. RPL and credit transfer Where RPL and/or CT is granted after enrolment, RETS will take all necessary steps to advise affected students of adjusted fee and to adjust the fee levied, including adjustments to subsequent fee payment schedules. Fee structure RETS outlines the payment structure in a letter to the student prior to enrolment. V

21 Eligibility To be eligible for training for any Smart and Skilled program, an individual must: Be an Australian citizen, a permanent Australian resident, a humanitarian visa holder or a New Zealand citizen, and Be aged 15 years or older, and Live or work in New South Wales, and No longer be at school. Note: Aboriginal and Torres Strait Islander students who do not live or work in New South Wales but live in specific defined interstate NSW border areas are eligible for government subsidised training under Smart and Skilled. Apprenticeships and Traineeships Program An individual is eligible to receive subsidised course services in the Smart and Skilled Entitlement Apprenticeships and Traineeships Program if that individual: At the time of commencement in an approved Qualification is an Apprentice or New Entrant Trainee and has a Training Contract; and Has the approved Qualification shown on their Training Contract. School Based Apprenticeships and Traineeships Program An individual is eligible to receive subsidised course services in the School Based Apprenticeships and Traineeships Program if that individual: At the time of Commencement in an approved Qualification is approved or registered as a School Based Apprentice or School Based Trainee in NSW; and Has the approved Qualification shown on their Training Contract. V

22 Evidence of Eligibility An individual must provide evidence to support their eligibility for Smart and Skilled. Proof of eligibility for First or Subsequent Qualification Fee A student is required to declare any post-school qualifications to assess eligibility for a First or Subsequent Qualification Standard Student fee. Proof of Eligibility for a Concession Fee A list of the specified Commonwealth benefits and allowances is noted above. The recipient of a specified Commonwealth benefit or allowance must provide the following proof of eligibility for a concession: A letter from the Department of Human Services (Centrelink) confirming receipt of the benefit. The letter should clearly show the Centrelink Reference Number (CRN); or A current concession card that shows the CRN; or A current Centrelink income statement that clearly shows the benefit or allowance category and the CRN; or Any other evidence that clearly shows the CRN and the benefit or allowance category; or For people applying for Austudy or Newstart allowance, an approval letter from Centrelink that shows the CRN and indicates that commencement date of their benefit is within two weeks of their enrolment or two weeks within the date of the first class attendance or participation in training. An individual who is seeking a concession as a dependent child, spouse or partner of someone who is receiving a specified Commonwealth benefit or allowance must provide documentary evidence that Centrelink recognises V

23 the individual as the dependant. The evidence should clearly show the CRN of the benefit or welfare recipient. Fee Exemption For students who are eligible for a Fee Exemption, the amount of the Fee is $0. Students who qualify for a fee exemption are: Australian Aboriginal and Torres Strait Islander people; and People with a disability (that is people who meet the disability fee exemption criteria, including the dependent child, spouse or partner of a recipient of a Disability Support Pension). Frequency of Exemption Australian Aboriginal and Torres Strait Islander students will be exempt from fees for any Smart and Skilled enrolments for which they are eligible. Australian Aboriginal and Torres Strait Islander students must meet the Smart and Skilled personal and program eligibility criteria. At the time of enrolment, a student with a disability or their dependant, where eligible for the program, is entitled to one exemption per calendar year and a concession for all subsequent enrolments up to Certificate IV in a calendar year. A student with a disability must declare their previous enrolments in a Smart and Skilled qualification in a calendar year. This includes enrolments in that calendar year that have not commenced, enrolments that commenced in a previous calendar year that are continuing in the calendar year and previous calendar year enrolments that are completed in the calendar year. Concession Fees V

24 A student who receives a specified Commonwealth benefit or allowance is eligible for a concession fee for a qualification up to and including Certificate IV. A student who is receiving a specified benefit or allowance at the time of enrolment is eligible for a concession. The concession fee is also available to a student who is a dependant of a person receiving a specified Commonwealth benefit or allowance. To be eligible for the concession the person who the student is a dependant of must be receiving the benefit or allowance at the time of enrolment. Specified Commonwealth Benefits and Allowances for Concession Fees o Age Pension; o Austudy; o Carer Payment; o Disability Support Pension; o Exceptional Circumstances Relief Payment; o Farm Household Allowance; o Family Tax Benefit Part A (maximum rate) ; o Parenting Payment (Single); o Newstart Allowance (see below); o Special Benefit; o Sickness Allowance; o Veterans Children Education Scheme; o Veterans Affairs Pensions ; o Widow B Pension; o Widow Allowance; o Youth Allowance; and o Wife Pension. Note: A NSW New Entrant Trainee on a Newstart Allowance is not eligible for a concession fee. V

25 Where a student is eligible for a concession and has been awarded RPL and/or CT, if the adjusted Standard Student fee (First or Subsequent) is lower than the concession fee, the student will pay the relevant Standard Student fee. Evidence of Eligibility Eligibility for a fee exemption or concession is assessed at enrolment and cannot be adjusted after enrolment. Eligibility evidence is retained on each student s course file. Where the evidence, provided by the student, is a copy of the original, the copy must be an original copy certified by a person who is on the list of approved witnesses who can verify documents. A list of approved witnesses is available at the Commonwealth Attorney General s Department website at: Aboriginal and Torres Strait Islander Students Australian Aboriginal and Torres Strait Islander students prove their status and eligibility for a fee exemption through descent, self-identification and community identification. Students will need to declare their status and be able to provide documentary evidence of community identification, if required. Students with a Disability A student who seeks a fee exemption on the basis of disability needs to provide: A letter from Centrelink confirming receipt of the Disability Support Pension. The letter should clearly show the Centrelink Reference Number (CRN); or A current Disability Pensioner Concession Card that shows the CRN; or V

26 A current Centrelink income statement for the Disability Support Pension, which clearly shows that income is for the disability pension and also shows the CRN; or Any other evidence that clearly shows the CRN and confirms receipt of the Disability Support Pension; or Documentary evidence of support needs due to the student s disability. This evidence must be a letter or statement from: - A medical practitioner; or - An appropriate government agency such as Veteran s Affairs or a TAFE NSW teacher consultant (for students with a disability), a school counsellor or special education coordinator, Centrelink, a Disability Service RTO, or a Job Capacity Assessor; or - A specialist allied health professional (including a rehabilitation counsellor, psychologist, speech pathologist, or occupational therapist). An individual who is seeking an exemption as a dependent child, spouse or partner of someone who is receiving a Commonwealth Disability pension must provide documentary evidence that Centrelink recognises the individual as a dependant. The evidence should clearly show the CRN of the Disability Pension Recipient. Fees for transferring students Of their own accord A student undertaking a Smart and Skilled qualification may withdraw from a qualification with a Smart and Skilled RTO and transfer to another Smart and Skilled RTO to complete their qualification because: They chose to of their own accord; Their initial RTO closes; or Their initial RTO s Smart and Skilled Contract has been terminated. V

27 Where a student transfers of their own accord from their initial Smart and Skilled RTO to RETS to complete their training, standard credit transfer rules will apply when calculating the student fee. To do this, RETS must obtain a statement of attainment from the student (issued by the initial RTO) to determine what credit should be granted. RETS will then use the Smart and Skilled Provider Calculator to determine the student fee. In this situation, the student may end up contributing more towards the cost of their training. Due to the closure of the RTO The following rules apply to a student who transfers due to a RTO s closure or the termination of a RTO s Smart and Skilled Contract. The fees charged in total by the two Smart and Skilled RTOs cannot exceed the student fee quoted by the initial RTO. Where the combined fee exceeds the original fee quoted, RETS must contact the Department to confirm fee to be charged, before enrolling the student and charging any fees. Any fee gap will be paid to RETS by the Department. Therefore where a student transfers from their initial Smart and Skilled RTO to RETS to complete their training, and the transfer is not of the student s own accord, RETS must obtain from the student: A statement of attainment issued by the previous Smart and Skilled RTO; An up-to-date training plan (issued by the initial Smart and Skilled RTO) that lists all units of competency achieved, commenced but not completed, and/or not started; and A statement of fees issued by the previous Smart and Skilled RTO. RETS can then enter the details into the Smart and Skilled Provider Calculator to determine the student s fee. V

28 Obtaining the above documentation may not be possible where the initial RTO closes. In these instances, RETS will seek assistance from the Department to determine the student s fee. Transitioning Qualifications The student fee will remain the same where students are required to move from a superseded qualification to a new qualification V

29 Traineeship refunds Refunds If RETS cannot provide the training and assessment service the students money will be refunded in full. Where the student has paid fees and then applies for and is successfully granted RPL or CT the student will receive a refund for these units (if payment received by RETS from the student exceeds student fee quote). Where a student has paid fees and withdraws from the course, if applicable, a refund will be provided on a pro rata basis against the units complete. Withdrawal without penalty Students have 7 days from initial enrolment to withdraw without penalty from the course. At this stage if any fees have been paid they will be refunded, minus a $75 administration fee. Repeated Assessments RETS does not levy additional fees for students who are re-attempting assessments. To apply for any refund please place the request in an to the training co-ordinator at admin@rets.com.au. All refund applications are assessed and processed within fourteen (14) days of the application being placed. The client will be advised in writing of the outcome of their application, including reasons for refusing a refund in cases where this occurs. V

30 Recovery of Outstanding Student Fees RETS collects all fees to be paid by the student by the time they complete their subsidised training. RETS retains student fees that it collects. RETS has a robust process for the recovery of outstanding fees from a student. The penalty for not paying outstanding fees will be delay in release of results or testamur(s) as relevant to the student until all fees are recovered. For significant student debts, formal debt collection actions may also be undertaken. Fee Records All course services fees, relevant invoices and receipts for each student course enrolment are recorded and maintained in the RETS MYOB accounts system. This system acts as the official accounts receivables system for RETS and is maintained as the official and auditable records for all fees, charges and refunds. Lost and Replacement Certificate/Document Fees RETS is required to keep copies of students records of statements of attainment and qualifications for 30 years. If you have lost your copies RETS will replace or reissue qualifications or statements of attainment. You will need to contact the RETS office with your request, in writing, and with a copy of your certified photo identification. You will be invoiced the applicable fee (see below) and upon payment please allow up to a minimum of 7 working days to receive this. V

31 Replacement of documents lost or misplaced Cost (incl GST) Retrieval of student Transcript and/or Certificate and a $25 copy faxed Replacement of both Transcript and Certificate posted $75 V

32 Unique Student Identifier (USI) As of the 1st January 2015 it is a government requirement that all students (and continuing students) have a Unique Student Identifier (USI). This USI must be provided to your RTO prior to issuance of your certificate at the completion of your course. Subsequently RETS requests that you create a USI and provide it to us as soon as possible. When we have your USI we will verify it against your name and date of birth details you have provided to us on your enrolment form. After the 1/1/15 if we do not have this USI we are unable to issue you with a certificate on completion of your course. To find out more about the USI go to the link Organisations/Documents/FactSheet-Student-Information-for-the-USI.pdf, to view a Fact Sheet on the USI. How do I get a USI? 1: Go to 2: Click Create your USI 3: Have a form of ID as mentioned before clicking continue 4: Click continue 5: Read Terms and Conditions 6: Click agree tick box and click next 7: Click create USI 8: Fill in personal information in required fields 9: Click Next 10: Confirm your details check to see that they are all correct make changes if needed 11: Click Next 12: Tick which form of ID you will be using and click next 13: Fill in required field regarding you form of ID 14: Click next V

33 15: Create a password and set questions 16: Click next Your USI should appear on the screen. Please note this number down somewhere safe and us a copy!! When creating your USI please ensure that the access controls are set to allow DEC and RETS appropriate levels of access to your USI records. Once RETS have your USI we will confirm with the Student Identifier Register that the USI you have proved is actually your USI. Deferring your traineeship If a student indicates that they wish to defer their training RETS will make every effort to assist the Student to continue training where possible. Where possible RETS will accommodate students who wish to defer their training. Where a student proceeds with the deferral of training RETS can only permit a deferral of no more than 12 months from the date of receipt of notice from the student. Students who do not recommence training within a 12 month period of deferral will be reported as discontinuing Subsidised Training. A student who wishes to recommence training after discontinuing an Approved Qualification will be treated as a new student and the Notification of Enrolment Process must be carried out. V

34 Discontinuing your traineeship Where a student proceeds to discontinue their training, RETS will: Attempt to obtain formal notification from the Student of the date the Training will end; Comply with the Fee Administration Policy including with respect to the refund of any applicable Fee; Issue the Enrolled Student with a Statement of Attainment and associated transcript for completed Units of Competency within 21 days of notification of the discontinuance; Update the Training Plan listing all Units of Competency where an outcome has been achieved, commenced but not completed and/or not commenced; Provide the updated Training Plan to the Enrolled Student; Return results of any outstanding completed training activities and/or assessments to the Enrolled Student; Notify the local State Training Services Regional Office within 14 days of notification of the discontinuation of Training. Transferring Transfer Out Process If there is to be a transfer out of a student, RETS will provide advice to the student as soon as practically possible. In the event that RETS Smart and Skilled Contract is terminated or suspended the Transfer Out Process will be commenced prior to the termination of the Contract and/or ending the delivery of Subsidised Training to the relevant Enrolled Student. The transfer out process will include: V

35 The date of forthcoming termination of the Contract or of ending the delivery of Subsidised Training; Options for continuing training, which may include: - Referring the student to the Smart and Skilled website to identify an alternative RTO who can provide Subsidised Training; - Referring the student to the local State Training Services Regional Office for assistance; - The Enrolled Student opting to remain with RETS and continue training on a fee-for-service basis (that is without the benefit of Subsidies); or - RETS to suggest an alternative Provider. Fee arrangements for transferring Enrolled Students (in accordance with the Fee Administration Policy); Issuing of Statements of Attainment/Qualification credentials reflective of their actual training and assessment progress to date; Issuing an updated Training Plan listing all Units of Competency where an outcome has been achieved, commenced but not completed and/or not commenced; Ensure all current Enrolled Students in training receive any refunds owed in accordance with the Fee Administration Policy; Return results of any outstanding completed training activities and/or assessments to the Enrolled Student; and Submit Training Activity Data to finalise the record and, if eligible, receive any further payments of Subsidies and Loadings. Enrolment and Induction Students need to fill in a RETS enrolment form. To access an enrolment form for a traineeship contact the training co-ordinator at admin@rets.com.au. Enrolments must be accompanied by a copy of the student s certified identification (which may include a passport or birth certificate). V

36 Students must have a sufficient level of English and be capable of reading, writing and understanding English, as all RETS courses are delivered in this language. If your level of English is not acceptable your enrolment may be declined please see the Language, Literacy and Numeracy (LLN) section of this Handbook. Course Completion Timeframes Unless completing the CPP30211 part time, the full time course timeframe is 12 months. Please contact us if you are completing part time and we can advise you on the length of your course. V

37 Issuing of Certificates and Statements of Attainment RETS follows the National Vocational Regulators Standards for RTOs, National Quality Council and its Australian Quality Framework (AQF) Issuance Policy for its issuance of Statements of Attainment and Qualifications. As such the Nationally Recognised Training (NRT) logo on AQF qualifications and Statements of Attainment are issued within RETS scope of registration and in accordance with the Nationally Recognised Training Logo Specifications. Students who only complete part of a qualification are issued with a Statement of Attainment outlining a record of results. Certificates and Statements of Attainment will be issued within 10 days of successful course completion. Qualifications and Statements of Attainment are issued weekly from the RETS office. Real Estate Training Solutions does not grant the Certificate of Registration. An application form can be obtained from the NSW Fair Trading. A copy of the RETS Statement of Attainment, denoting successful completion of the recognised requirement, should be attached to that application form. See for further details V

38 Qualifications from other RTOs RETS recognises Statements of Attainment and Certificates issued by any other RTO within Australia. Where appropriate Credit Transfer will be issued. Credit transfer is issued for units that are equivalent to a unit on RETS scope of registration (CPPDSM units). If you wish to gain credit transfer you must provide RETS with a certified academic transcript from a Registered Training Organisation showing this equivalence. RPL involves an assessment of a person s current knowledge and skills against the unit of competency. If you have completed an older version of a qualification this can be used to supplement your RPL claim. V

39 Student Support, Welfare & Guidance Where RETS has a concern about a student s (where the student falls under the Child Protection (Working with Children) Act 2012 ) safety, welfare and wellbeing RETS staff will report this concern to DOCS in accordance with legislative requirements. Tutoring At any point during the course students can contact the RETS tutor hotline 7 days a week (weekdays 9 5pm and weekends 11 3pm) on or tutor@rets.com.au. Vocational Counselling Students may receive academic or vocational counselling from the Managing Director or their trainer. If students would like to discuss their course, or anything related to their course they can approach their trainer, who can advise and assist them. Personal Counselling If a student is having personal issues which they feel are affecting them in their learning it is suggested they contact their doctor who may put them in touch with the relevant help e.g a counsellor. This may be at cost to the student. Further Guidance Services: NSW Fair Trading Licensing (02) Libraries: State Library NSW Macquarie St Sydney (02) Central Library Town Hall House (02) V

40 Sydney Square Contact your local council for local government libraries. Drug and Alcohol Counselling Adult Migrant English Services (02) Reading Writing Hotline: Department of Education and Communities (DEC) NSW (02) Aboriginal Unit (02) Disability Services (02) Vocational Training Unit Real Estate Employers Federation (REEF) (02) Traineeships and Apprenticeships Credit-line (02) Legal Aid Australian Skills Quality Authority (ASQA) V

41 Drug and Alcohol Policy RETS is committed to providing a safe training environment and fostering the wellbeing and health of all students and staff. The possession, use, distribution or sale of alcohol and illegal drugs in the training or work environment is prohibited as it seriously jeopardises the safety of all. Students violating this policy risk expulsion from their training program and being reported to the relevant authorities. Counselling services are available through NSW Health. Language, Literacy and Numeracy Assistance Students needing language, literacy and numeracy (LLN) assistance are identified on enrolment and /or induction. When induction occurs you will be informally assessed as you interact with the training co-ordinator. If an issue is identified the training co-ordinator will complete an LLN Skills Check Interview Form with you. On completion of this, if a need is identified you will be referred onto an LLN specialist (NSW Literacy Network - Manly Warringah). This may attract a fee. Where your LLN deficiency will clearly inhibit achievement of the learning outcomes and you refuse LLN support, enrolment may be declined. If payment has been made prior to this a refund will be available to the student. Where only a low level of support is needed, the MD may arrange for the client to receive extra-curricular assistance from a trainer or other staff member. If you feel you need assistance with LLN, please do not hesitate to contact the Training Co-ordinator. V

42 Legislation Compliance RETS ensures that compliance with Commonwealth, State/Territory legislation and regulatory requirements relevant to its operations is integrated into its policies and procedures and that compliance is maintained. RETS identifies and complies with relevant State and Territory laws including: o National VET Regulator Act 2011 o Work Health and Safety Act 2011 and Regulations 2011 and Codes of Practice o NSW Anti-Discrimination Act 1977 (including all Acts to 1997) o Racial Discrimination Act, 1975 (Commonwealth) o Multicultural Australia Policy o Sex Discrimination Act, 1984 (Commonwealth) o Human Rights and Equal Opportunity Act, 1986 (Commonwealth) o Disability Discrimination Act, 1992 (Commonwealth) o NSW Apprenticeships and Traineeships Act 2001 o Apprenticeship and Traineeship Regulation 2005 o Privacy Act 1998 (Commonwealth National Privacy Principles) o Child Protection (Working with Children) Act and Regulation 2012 o Property, Stock and Business Agents Act 2002 o Property Stock and Business Agents Regulation 2003 o Residential Tenancies Act 2010 o Fair Trading Act 1987 o Competition and Consumer Act 2010 o Copyright Act 1968 RETS also complies with the Acts found in the Access and Equity section of this Handbook. Copies of all of these Acts and Regulations can be found at Apprenticeship and Traineeship Act 2001 (administered by the NSW Department of Education and Communities) This Act relates directly to the administration of apprenticeships and traineeships in NSW and sets out the roles and responsibilities of the Commissioner for Vocational Training, employers, apprentices and trainees, V

43 as well as other bodies involved in the apprenticeship and traineeship system in NSW. Child Protection (Working with Children) Act 2012 The object of this Act is to protect children: (a) by not permitting certain persons to engage in child-related work, and (b) by requiring persons engaged in child-related work to have working with children check clearances. In some cases RETS staff will be dealing directly with children, and as such staff will be required to undertake a Working with Children Check through DECNSW. Work Health and Safety The safety of staff and clients is of primary importance in all activities carried out by RETS. It is the role of the Managing Director to undertake due diligence in relation to Work Health and Safety (WHS). This due diligence includes the following elements: to acquire and keep up to date knowledge of work health and safety matters to gain an understanding of the operations of the business and the hazards and risks involved to ensure appropriate resources and processes are provided to enable hazards to be identified and risks to be eliminated or minimised to ensure information regarding incidents, hazards and risks is received and the information is responded to in a timely way to ensure processes are verified, monitored and reviewed. Part of the Managing Directors roles includes identification and assessment of hazards in the RETS workplace. Staff can also assist in identifying and V