CANCELLATIONS & REFUNDS
For cancellations received within 7 days of your course 70% of the course fees will be refunded (30% remains with Training to Care for
administration costs). Cancellations received less than 7 days before the commencement of the course will not receive a refund.
No penalty will apply if a learner transfers to an alternative course as long as 4 days notice is given and the course is completed within 3 months, or all fees already paid to Training to Care will be forfeited. There will be no refund or credit given to participants for non-attendance.
Training to Care reserves the right to cancel a course. In this event you will be given to option to re-schedule or obtain a full refund.
administration costs). Cancellations received less than 7 days before the commencement of the course will not receive a refund.
No penalty will apply if a learner transfers to an alternative course as long as 4 days notice is given and the course is completed within 3 months, or all fees already paid to Training to Care will be forfeited. There will be no refund or credit given to participants for non-attendance.
Training to Care reserves the right to cancel a course. In this event you will be given to option to re-schedule or obtain a full refund.
WITHDRAWALS
Where a student withdraws, cancels or transfers their course, prior to completing the qualification, and provided the learner has paid in full for the tuition related to the units of competency these units of competency will be shown on the Statement of Attainment. At this time the Statement of Attainment will be issued at no cost. At other times, a fee may apply.
COMPLAINTS & APPEALS POLICY
Training to Care is committed to creating a fair and equitable organisational culture and will deal with any client complaint against Training to Care in an effective and timely manner.
If you have a grievance that is affecting your ability to complete your course, it is important to let your trainer know of the issue. Trainers and management staff at Training to Care are responsible for responding appropriately to complaints and managing the resolution process, in accordance with Training to Care’s complaints handling policy and procedures.
The process for the lodgement of a grievance or complaint includes:
If you are unhappy with a complaint’s resolution you may contact Victorian Registration and Qualifications Authority (VRQA) and lodge a complaint about the RTO with them. The VRQA encourages complainants to address complaints directly with the RTO through the procedure listed above. However, if you are not happy with the school or provider's response then you can contact the VRQA to lodge a complaint.
Contact: VRQA Complaints Unit Phone: (03) 9651 3290
Email: [email protected]
If you have a grievance that is affecting your ability to complete your course, it is important to let your trainer know of the issue. Trainers and management staff at Training to Care are responsible for responding appropriately to complaints and managing the resolution process, in accordance with Training to Care’s complaints handling policy and procedures.
The process for the lodgement of a grievance or complaint includes:
- In the first instance, a learner who has a grievance shall attempt to resolve the issue directly with the person/s concerned by
discussion and negotiation; - If the learner still feels aggrieved, then the matter shall be referred to the Operations and Training Manager;
- The Learner will lodge this grievance/complaint in writing, if verbal negotiation is not successful;
- The Training Manager will investigate the grievance or complaint. This will include an interview with the learner;
- If resolved, the learner is advised of the outcome in writing;
- If unresolved, the learner may appeal to a party independent of the grievance or complaint. This could be the other senior managers, who will further investigate the grievance or complaint;
- Should the learner seek further assistance the CEO will consider other options, and;
- All grievance matters shall be documented at all stages of the process
If you are unhappy with a complaint’s resolution you may contact Victorian Registration and Qualifications Authority (VRQA) and lodge a complaint about the RTO with them. The VRQA encourages complainants to address complaints directly with the RTO through the procedure listed above. However, if you are not happy with the school or provider's response then you can contact the VRQA to lodge a complaint.
Contact: VRQA Complaints Unit Phone: (03) 9651 3290
Email: [email protected]
APPEALS
When a decision regarding a complaint has been made, the client/student may wish to dispute the outcome of a resolution/assessment and seek a reassessment or alternative resolution. All appeals are requested to be submitted in writing. All applicants shall be given the opportunity to formally present their case to the mediator. An appeal is considered closed when the appeal has been fully investigated and a formal response has been sent to the individual or external organisation.
RPL & RCC
Training to Care recognises that learners may be able to demonstrate some of the defined competencies of the course. These competencies may have been gained from previous learning, recognition of qualifications and statements of attainment issued by other RTO’s, through work and life experiences, employment experience and/or previous non-accredited education and training undertaken.
Prior to undergoing this process you may begin by reflecting on all the information resources provided to you at induction and making sure that you understand and can fulfil the requirements of:
If a participant wishes to proceed with RPL/RCC the following action should be taken:
Prior to undergoing this process you may begin by reflecting on all the information resources provided to you at induction and making sure that you understand and can fulfil the requirements of:
- The application process;
- The criteria you must meet to be successful in your application;
- What types of evidence will support your application, and;
- Submission checklist.
If a participant wishes to proceed with RPL/RCC the following action should be taken:
- Apply for RPL/RCC prior to completing the unit of competency/module
- Notify your Trainer/Assessor of your intent to apply for RPL/RCC
- Obtain a copy of the unit of competency for which you are seeking recognition of prior learning. This can be obtained through Training
to Care’s administration department - Complete the Training to Care RPL/RCC Application Form (TTC 03 140-A01) and submit to Training to Care’s Training Manager
LEARNER SUPPORT, WELFARE & GUIDANCE
Training to Care will assist all learners in their efforts to complete their training programs. In the event that a learner is experiencing
any difficulties with their learning we would recommend that the learner should see their trainer, or another member of Training to Care.
The trainer will ensure that the full resources of Training to Care are made available to ensure that the learner achieves the required level of competency in all accredited courses. Should learners be experiencing a personal difficulty, Training to Care will make every attempt to accommodate their needs. If learner needs exceed our capacity we will recommend referral to an appropriate external agency.
Where appropriate the RTO would refer to a third party or resource in order to support learners in the following areas:
any difficulties with their learning we would recommend that the learner should see their trainer, or another member of Training to Care.
The trainer will ensure that the full resources of Training to Care are made available to ensure that the learner achieves the required level of competency in all accredited courses. Should learners be experiencing a personal difficulty, Training to Care will make every attempt to accommodate their needs. If learner needs exceed our capacity we will recommend referral to an appropriate external agency.
Where appropriate the RTO would refer to a third party or resource in order to support learners in the following areas:
- Information Technology support
- Job search and placement
- Career guidance
- Counselling
ACCESSING STUDENT RECORDS
Learners are permitted to access their own files. In order to do so, a learner is required to make an application to Training to Care in writing. Training to Care will then arrange a time for the student to attend the RTO’s premises to view his/her files.
If a student requires a re-issued certificate the cost is $50.
If a student requires a re-issued certificate the cost is $50.
