General Information and Policies

General Information and Policies

1. Course Dates

2. Course Start Times

3. Breaks

4. Refund Policy

5. Complaint & Appeals

6. Enrollment

7. LL&N Provisions

8. Support

9. Course Delivery

10. Guidance

11. Discipline

12. RPL

13. Qualifications issued by another RTO

14. Evidence

15. Materials required

16.Certificate/Qualifications or Statement of Attainments

17.For those found “Not Yet Competent” at the end of the course

18.Lost/misplaced or reprinted Certificates/Qualifications or Statements of Attainment.

19.Summary of Aegis Training Services National Vet regulator Audit.

Course Dates

Courses are held on a regular basis throughout the year, with a new course starting on average every 3 weeks and lasting for approximately 2 weeks Dependant on Student Client Skill level. These units of competency are competency based courses and therefore the course duration is student based learning and is run until competency is achieved. Courses start on a regular basis, and anyone wishing to join a course should contact our office to make arrangements for enrollment.

With prior arrangement courses can be scheduled out of normal working hours, but this will generally be for groups of three or more people, and higher fees may apply.

Course Start Times

Starting times for courses are usually 9:00am and finishing time around 4:00pm. These times could vary slightly as depending on how many people are enrolled in the course and other factors involved in the delivery of a course such as Language and Literacy issues. Generally finishing times may vary depending on the experience level of those enrolled. Times generally are extremely flexible and can generally be tailored to suit the students (although this is not guaranteed).

If you need to vary times then please see you trainer and every effort will be made to assist you.

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Breaks and Meals

Regular breaks are taken throughout the day and a lunch break around 12:30 will be taken.

Tea and coffee as well as morning tea are supplied and there are several shops close and handy if you wish to go out to purchase lunch. For those who wish to bring their lunch there is a fridge and microwave available for your use.

Refund Policy

An initial non-refundable administration/materials fee of 25% will apply to all courses, payable 14 days prior to course commencement of the course.

If a refund is requested prior to commencement of the course, a full refund minus the initial non-refundable administration/materials fee will be given. Any request for a refund must be in writing addressed to the Directors Of Aegis Training Services, and include a reason for the refund.

If a student/client wishes to change enrollment to another course delivered by Aegis Training Services fees paid (minus the non-refundable portion) are transferable to the new course. A second administration/materials fee may be charged.

Once training has commenced in the course/competency no refund is available to those who leave prior to finalizing the course/competency unless the student/client can provide a medical certificate or show extreme personal hardship. In this case, fees may be refunded on a Pro-rata basis, minus the administration/material fee. Refunds are at the discretion of the directors of Aegis Training Services. However if a student wishes to complete a course/competency in a future course, the remainder of the original fee can be credited towards that course, providing the course is within six(6) months of the original course.

Should Aegis Training Services cancel a course, students/clients are entitled to a full refund including administration/materials fee (or Pro-rata adjusted refund) or a transfer of funds to another course, or remaining funds credited to another RTO for completion. In this event students/clients will be given their preferred option.

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Procedure for Handling Complaints/Appeals

Grievance/Appeal procedures are designed to resolve differences, and bring about benefits with due regard for the interest of the trainee and Aegis Training Services. The procedures are based upon conciliation and mediation rather than arbitration.

On initial receipt of a verbal complaint the trainer will listen to the student/client and make a determination as to whether there is any validity to the complaint. This must be done in an open non-defensive and receptive manner. If possible the complaint is to be resolved at this stage, without compromise to the integrity of the competency standards or Ægis Training Services Pty Ltd. The trainer is then to write a report to record the complaint, as well details of the result and any decisions made, and file this with the student records, and another copy is to be given to a director of Ægis Training Services Pty Ltd and a third for the Assessors records.

If the complaint cannot be resolved at this time then the student is to be directed to put the complaint in writing to the Directors of Aegis Training Services with full details of the complaint with any required attachments.

The complaint is then to be reviewed by a director of Ægis Training Services Pty Ltd and a determination made as to the validity of the complaint. This must be done as soon as possible but must be completed within 14 days of receipt of the complaint. The student/client must then be notified of the result of the review and a full explanation of the reasons for the decision. A copy of the results and any correspondence to the student/client is to be made and filed in the students file, with copies retained by the assessor. The assessor/director must include in the correspondence to the student/client information that if they are not satisfied with the result of the review a further request for review can be made to the director of Ægis Training Services Pty Ltd who will then forward the details of the complaint to an independent person (someone not involved in the process to this stage) who will check the validity of the reasons for the decision and reply within 14 days.

If the complaint is of a nature to preclude the assessor from making an objective decision eg: Conduct of the Assessor/staff, then the complaint is to be immediately directed to a director of Ægis Training Services Pty Ltd  for action.

In the event that a Complaint or Grievance cannot be resolved internally, advice on who the student/client should contact to seek further assistance is to be given.

On initial receipt of an appeal the trainer will arrange an interview with the student/client and clarify the details of the appeal. This must be done in an open non-defensive and receptive manner. If possible the appeal is to be resolved at this stage, giving full details of the reasons for the decision, without compromise to the integrity of the competency standard or Ægis Training Services Pty Ltd. The trainer is then to write a report detailing the facts related to the appeal to record the appeal, as well details of the result and any decisions made, and file this with the student records, another copy is to be given to a director of Ægis Training Services Pty Ltd and a third for the Assessors records.

If the appeal cannot be resolved at this time then the student is to be directed to put the appeal in writing to the Directors of Aegis Training Services with full details of the appeal with any required attachments. All assessment material is to be attached to the appeal form and a copy given to the student/client for their records.

The appeal is then to be taken to a director of Ægis Training Services Pty Ltd who will arrange for independent assessors to reassess all the relevant material and make a determination as to the whether the material meets the principles of assessment. Any assessor involved in the original assessment cannot be involved in this assessment except to answer any queries the assessor might have in regards to the original decision. This must be done as soon as possible but must be completed within 14 days of receipt of the complaint/appeal. The student/client must then be notified of the result of the appeal and a full explanation of the reasons for the decision is to be made. A copy of the results and any correspondence to the student/client is to be made and filed in the students file, with copies retained by the assessor.

If any part of the assessment or the assessment material is not clear or is in some doubt as to whether any part of the assessment meets to requirement for the competency standard then the relevant ISC is to be contacted for advice and clarification on the material.

If at the end of this process the student/client is still not satisfied with the decision they are to be directed to the appropriate governing body for a further avenue of appeal.

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Enrollment and induction/orientation procedures

Client/student selection will be on the basis of eligibility for enrollment in a course/competency, and any per-requisites for a qualification have been met. After this requirement has been met, enrollment will be strictly on the basis of the time and date of enrollment/payment for a course/competency. An Email address must be supplied upon enrollment so we can complete the enrollment process and forward any required documentation.

Once enrollment is confirmed students will receive an email confirming their enrollment in a course. The Email will contain a link for those that are enrolled to complete the information required by the Government and to enter their “Unique Student Identifier” USI, all information must be entered at this process or certificates can not be issued.

Induction and orientation will be completed on the first day of the course by the trainer and will include WH&S issues. Course information is included in the student workbook and information pack sent to each student on enrollment.

Provision for language, literacy and numeracy

All assistance will be given to people with language, literacy and numeracy difficulties. This could include directing students/clients to the relevant government agencies for assistance.

People with language, hearing or speech difficulties are permitted to have the assistance of an interpreter with them in the course to assist with understanding of the content.

People with literacy or numeracy difficulties will be allowed extra time (where available within the time-frame allowed for the course, including extra time after hours) with the trainer on an individual basis, to aid with understanding of the content.

If you feel you would have any difficulty meeting these levels please contact the trainer or the office to arrange a confidential interview with the trainer. It is the policy of Aegis Training Services to give assistance and guidance to all our clients and courses can be adapted to meet the needs of those with Language, Literacy & numeracy needs.

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Client support

Aegis Training Services will take all reasonable steps to gain support needed by our students/clients, to assist them in successfully complete the course/competency they have enrolled in. This could include external support from a government body or other RTO; this could also include contact with the relevant ITAB or other relevant organization.

If for any reason you wish to change trainers throughout the duration of the course a request can be made to the Owner of Aegis Training Services. This request is to be is to remain confidential and will not be disclosed to any person or organization without your prior approval.

No detrimental action will result from a request to change as all requests are valid if it affects the learning outcome of the client/student.

Staff Responsibility for Access and Equity

It is the responsibility of all people employed by Aegis Training Services to ensure all policies relating to access and equity are adhered to at all times, including language, literacy and numeracy issues. Reference is to be made to the relevant training package or to a director of Aegis Training Services if any question arises on any issue.

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Flexible learning/assessment

With awareness that people have different ways of learning and assimilating information, it is a policy of Aegis Training Services to be flexible in our approach to training and assessment.

Any lack of understanding on the part of the student should be corrected using differing approaches to the same subject.

The content of any assessment is to be related to the relevant criteria and if it complies is to be accepted and the student/client marked as competent. Any queries as to the content or validity of a student/clients assessment material is to be directed to a director of Aegis Training Services for verification prior to final assessment.

Course Delivery/Learning options /Projects

Course delivery will be on a student centered, student paced basis. The specific learning options/Projects will be decided by the trainer to reflect the needs of the student and the nature of the learning outcome as well to meet the evidence requirement.

If at any time you feel you are having difficulty with any part of the course please speak to your Trainer and they will be more than happy to assist you in any way they are able, this could include, but is not limited to, an understanding of the log book system, LL&N difficulties or route design.

Competence in this unit will be through both theory (Completion of this workbook) and through practical demonstration of skills and knowledge on the road in the MC class vehicle as used in the workplace. Practical components of this course will include demonstration of communication skills, both through appropriate use of electronic communication as well as verbal communication and will be related to common workplace practices.

Several times throughout the course your trainer will discuss with you your progress, and suggest any areas of improvement required. You will be notified within three working days of the completion of you course and the return of all assessment material the results of you assessment. If you have been found not competent at that stage a written report will be available to you which will detail any area you need to improve to meet competence.

Minimizing the Cost of Assessment

To assist with minimizing the cost of assessment for the student/client/employer and also the possibility of reducing the time required on the course, attempt to gather any evidence that could assist with possible recognition of prior learning for any element/competency.

This could include any of the following:

  • Any course/qualification previously held.
  • Any work related qualification (work completed in the workplace)

Please present this evidence to Aegis Training Services at least one week prior to commencement of the enrolled course. All documentation given for RPL should be certified copies as these will need to be held by Aegis Training Services and become part of the permanent record.

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Welfare and Guidance.

Aegis Training Services will make all reasonable attempts to assist students/clients with any welfare requirements they may require, including directing students to the relevant agencies.

All attempts will be made to give all reasonable guidance to students/clients where needed to assist in completion of the enrolled course/competency. No available information or assistance is to be withheld from any student and access to all available materials is to be given.

Disciplinary Procedures

Aegis Training Services reserves the right to cancel, at any time during or prior to the commencement of any course, without refund of fees, the course, either in part or in full, of any student whose conduct, in the opinion of the trainer or through complaints from other students/clients, is disruptive to other course applicants. This could include abusive or violent behavior or intentional unrelated distractions affecting the training. This could also include any other action that could be reasonably construed as affecting the ability of others to complete the course/competency, including rude, indecent or offensive behavior.

Prior to the cancellation of the course or part thereof three verbal warnings will be given to allow the student/client to modify their behavior to allow themselves and other participants to complete the course in a more productive environment.

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Recognition of Prior Learning

Aegis Training Services follows the principle for RPL as set out by the AQF. This is to include the four (4) key principles of RPL assessment.

1. Validity

2. Reliability

3. Flexibility

4. Fairness

Validity:

“Assessment against the units of competency contained in the competency standards for assessment must cover the broad range of skills and knowledge.”

“Assessment of the competencies in the standards should integrate knowledge and skill with there practical application.”

“Judgment made about competence against any of the units must be based on sufficient evidence. Evidence should be gathered on a number of occasions and in a range of contexts or situations and using different methods.”

“(Note: Assessments are valid when they are assess what they claim to assess)”

Reliability:

“The criteria for the judgment of competence must be stated clearly and adhered to.”

“Assessment practices in the training and assessment of persons with assessment responsibilities, needs to be monitored and reviewed to ensure consistency of judgment.”

“As a minimum requirement people assessing trainee assessors must demonstrate competency in both the assessment standard and the extension unit.”

“(Note: Without reliable assessments there can be no comparability of credentials.)”

Fairness:

“Reasonable adjustments are made to assessment for people with special needs.”

“Assessment procedures and the evidence (whether product or process) must be made Clear.”

“A consultative approach to assessment of competency against one or all of the units in the standards is recommended.”

“Persons being assessed against the competency standards for assessment must have the opportunity for review and an appeal of assessment decisions.”

Flexibility:

“Assessment procedures should cover both on and off-the-job components of the competency standards for assessment.”

“There should be a process for people to seek recognition of their current competency in one or more of the units of competency in the competency standards for assessment without having to participate in a training program.”

Aegis Training Services will abide by the national assessment principles which are as follows:

1. Assessment processes shall provide for the recognition of current competencies regardless of where these may have been acquired.

2. Recognition of prior learning focuses on identifying the endorsed industry/enterprise competency standards currently held by individuals as a result of formal and informal training, not how, when or where the learning occurred.

3. Recognition of prior learning underpins any system of competency based training. It is essential that RTO’s have a demonstrable commitment to recognizing the prior learning of individuals.

4. Recognition of prior learning shall be available to all potential applicants.

5. Recognition of prior learning shall involve processes that are fair to all parties involved.

6. Recognition of prior learning shall involve the provision of adequate support to potential applicants.

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Recognition of Qualifications Issued by Another RTO

Aegis Training Services will recognize the AQF Qualifications or Statements of Attainment issued by any other RTO. Information on recognition of AQF Qualifications or Statements of Attainment is to be included in the course information given to students/clients prior to enrolling in a course.

All staff involved in training, administration or booking of courses must be made aware of this policy.

Any queries regarding the validity of Qualifications or Statements of Attainments are to be directed to the owner of Aegis Training Services for verification prior to acceptance.

Any certificates or statements of attainments issued by another RTO are to be checked against the current AQF standards for verification of validity and recognition this level is granted to the student/client. Any qualification/certificate issued by an overseas organization is to be recognized if it meets the AQF standards, any queries regarding these qualifications will be directed to the relevant ITAB for clarification prior to acceptance.

Evidence of Competency

Evidence of competency will be through both Formative & Summative assessment. Formative assessment will take place during the course itself. Summative will be through assignments completed in your own time either at home or in the workplace.

If at any time you feel you are having difficulty with any part of the course please speak to your Trainer and they will be more than happy to assist you in any way they are able, this could include, but is not limited to, an understanding of the log book system, LL&N difficulties or route design.

Competence in this unit will be through both theory (Completion of a workbook) and through practical demonstration of skills and knowledge on the road in the required class vehicle. Practical components of this course will include demonstration of communication skills, both through appropriate use of electronic communication as well as verbal communication.

You will also be required to complete a minimum of 2 assessment drives in a appropriate class vehicle (if drive vehicle unit is chosen) , Keep in mind that the drive is considered prior to entering the prime mover so as to include the pre drive inspection of the vehicle and trailers.

At several stages throughout the course your trainer will discuss with you your progress and point out any areas of concern that might be identified, they will also discuss what steps you might need to take to meet the gap identified.

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Holistic Assessment

During the course a holistic approach will be taken for assessment in all competencies.

Materials/Resources Required

During the course all resources and materials are supplied including note paper, pens, stationary etc. All material required to complete projects or learning options away from the course will be the responsibility of the student/client.

Any vehicle used by the student/client not requiring duel controls may be required to be supplied by the student/client, and must have full comprehensive insurance.

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Certificates or Statements of Attainment

Course/Unit Competence

To be issued a full qualification (certificate) in this course all work in the workbook provided must be completed. All the units in this course have been “clustered” together into separate sections. What this means is that you would need to complete each section to be found competent in the units for that section, including all workbook questions, assignments, projects, practical demonstrations and portfolio work.

The workbooks/assessment processes you will be given will contain all the information and assessment processes you will need to complete the course you have enrolled in. If you have not enrolled in a full qualification a statement of attainment will be issued for all units you have completed.

Once you have complete the assessment process and have been found competent you will receive an email with a link in it (please check your junk/Spam box) for you to complete the Learner survey. Once you have completed the survey and hit submit you will be able to download your certificate/statement, the Certificate will be in PDF format for printing.

If you wish us to produce a laminated hard copy for you, for either pickup or mailing then a fee of $50.00 will apply.

Lost or reprints of Certs or Statements

If for any reason a new Certificate or Statement of attainment needs to be printed or sent due to it being lost or for any other reason a charge of not less than $50.00 will be charged to the student. This will increase only if there are additional costs incurred by Aegis Training Services at the request of the student, for example if the student wishes personal delivery then travel and wage costs will apply, or possible postage charges.

For those found Not Yet Competent at the completion of the course

If for any reason you are found to be not yet competent at the end of the course (when you have handed in all assessment material) there are several steps you can now take and they are listed below. It is the policy of Aegis Training Services Pty Ltd to do everything we can to assist our students we are here to help you.

1. If what is needed is only minor adjustments and corrections you might be asked to clarify some of your responses to the assessment questions/assignments through either verbal communication or through clarification emails (preferred).

2. If what is needed is of a more detailed or complicated matter you will be asked to come in for a face to face one on one meeting to go through what is needed to make up the gap with your assessment and what is required by the competency standards. This meeting will be organized at a mutually agreed time, and will within a reasonable time-frame from when all assessment material has been handed in, generally within one month of completion.

3. If the assessment material returned completed is requiring major work and would require large amounts of one on one time to help fill the gaps, more than 5 hours of one on one, then you will be offered the opportunity to sit in and completed another full course at no additional cost to you.

4. You have the option, though we would encourage you not to, to withdraw from completing the course. No refund will be available for not completing the course. If you withdraw from the course your assessor will notify you if you have successfully completed any full units of competency and a “Statement of Attainment” will be issued for those unit . Before deciding on this option please discuss with your trainer/assessor as we so far have not had anyone we could not get through the course in time, and at no extra cost to them.

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