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Code of Practice
Introduction
This code of practice provides the basis for good practice in the marketing,
operation and administration of education and training services by Mitchell
Personnel Solutions (MPS). For the purpose of this code ‘participant’
refers to any person participating in education or training delivered
by MPS. A ‘client’ is a person or organisation who may enter
into a contract with this registered training organisation for the delivery
of education and training services.
Provision of training and assessment Services
• MPS has written policies, procedures and management practices which
maintain high professional standards in the delivery of training and
assessment services and which safeguard the interests and welfare of
participants and clients.
• MPS maintains a learning environment that is conducive to the success
of participants
• MPS has the capacity to deliver and assess the vocational qualifications
for which it has been registered, provide adequate facilities and equipment,
and use methods and materials appropriate to the learning and assessment
needs of participants.
• MPS monitors and assesses the performance and progress of its participants.
• MPS ensures training staff are not only suitably qualified and competent
but are also sensitive to the cultural and learning needs of participants.
• MPS ensures assessments are conducted in a manner which meets the
endorsed components of the accredited courses and/or relevant Training
Packages
• MPS is committed to access and equity principles and processes in
the delivery of its services.
Issuance of Qualifications
• MPS issues qualifications and statements of attainment to participants
who meet the required outcomes of a qualification or unit of competency,
in accordance with appropriate national guidelines and MPS acknowledges
that qualifications are nationally recognised.
• MPS uses the National Recognised Training (NRT) logo when issuing
AQF qualifications and Statements of Attainment within our scope of
registration.
Marketing of Training and Assessment Services
• MPS markets and advertises its services in an ethical manner. MPS
gains written permission from a participant or client before using information
about the individual or organisation in any marketing materials. MPS
accurately represents recognised training products and services to prospective
participants and clients. MPS ensures participants and clients are provided
with full details of conditions of any contract arrangements with the
organisation. No false or misleading comparisons are drawn with any
other training organisation or qualification. MPS only advertises AQF
qualifications, which are within our scope of registration.
Financial Standards
• MPS has measures in place to protect fees paid in advance and to ensure
that participants and clients receive a refund of fees for services
not provided.
• MPS ensures the contractual and financial relationship between the
participant/client and MPS is fully documented and copies of the documentation
are made available to the participant/client.
Provision of information
• MPS supplies accurate, relevant and up-to-date information to prospective
participants and clients covering, but not limited to:
- Code of Practice of the Organisation
- Participant selection, enrolment and induction orientation procedures
- Recognition of Prior Learning (RPL) arrangements and credit transfer
- Course information, including content and vocational outcomes and
commencement date and duration
- Certification to be issued on completion or partial completion of
the course of study
- Articulation of the course with other training
- Policies on assessment and where required, re-assessment
- Fees and charges, including refund policy and exemptions (where
applicable)
- Appeals and Complaints procedures
- Rights and responsibilities of participant and provider
- Conditions under which training may be terminated
- Participant support, including external support the RTO has arranged
for the clients
- Provision of language, literacy and numeracy assessment
- Flexible learning and assessment procedures
- Welfare and guidance services
- Disciplinary procedures and
- Staff responsibilities for access and equity
Support Services
• MPS provides adequate protection for the health, safety and welfare
of participants, which complies with State/Territory Legislation and,
without limiting the ordinary meaning of such expression.
Complaints and Appeals
• MPS ensures participants and clients have access to a fair and equitable
process for dealing with complaints and appeals and provides an avenue
for participants to appeal against decisions which affect the participants
progress
• For this purpose MPS has a complaints and appeals policy and appropriate
operational mechanisms which are made known to participants prior to
enrolment
• Where a complaint or appeal cannot be resolved internally, MPS will
advise participants and clients of the appropriate body where they can
seek further assistance
• MPS ensures all appeals and complaints are documented and participants
are given a written statement of outcomes
Record Keeping
• MPS keeps complete and accurate records of the attendance and progress
of participants, as well as financial records that reflect all fee payments,
balances due, refunds and provides copies of these records to participants
on request
• MPS ensures the privacy of participants information and will not release
any information without the express written permission of the participant.
Quality Control
• MPS seeks participants and clients feedback and seeks to improve its
services in accordance with this feedback.
• MPS has a Continuous Improvement Policy in place to facilitate this
process.
Access and Equity Policy
MPS ensures candidates seeking enrolment in our training programs are
treated equitably. Candidates are selected on the basis of their skills,
aptitude and relevant qualifications including life experience.
In order for people to derive maximum benefit from these programs,
they are also selected on the basis of their ability to fulfill the
program entry requirements. This may include assessment and support
for the purpose of identifying language, literacy and numeracy difficulties.
MPS promotes a learning environment that is free from discrimination
and harassment, including unsolicited approaches, comments or physical
contact of a sexual nature, victimization, bullying and racial vilification.
Disability Access
MPS training rooms at Mitchell do not have access for people with disabilities
requiring a lift. Should any person wish to be enrolled in a training
program who has a disability, please contact our office for advice on
training programs being held in other locations.
Refund Policy
• Fees will be invoiced on confirmation of course participation.
• Cancellation within ten days of the course commencement will
not be eligible for refund, however, within this timeframe a substitution
may be made.
• Fees are kept in a separate account with a recognised banking
institution.
• Fees are accessed only when the service is rendered.
• Course fees will not be used for any other purpose until clients
have completed the program relating to the balance of the fees.
Should MPS cancel any course/training program clients are entitled
to a full refund or transfer of funds for future training. In the event
the client wishes to cancel their course/training program, refunds may
be negotiated based on sickness upon provision of substantiation of
the claim.
Applications for refunds can be made to the Managing Director as delegated
by the Chief Executive Officer.
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