GUIDING PRINCIPLES

As a Registered Training Organisation [RTO] and Commonwealth Register of Institutions and Courses for Overseas Students [CRICOS] education provider registered with Australian Skills Quality Authority [ASQA], ACOS delivers the highest standards of Nationally Recognised Training [NRT] in compliance with the Standards for Registered Training Organisations [RTOs] 2015.

It is an undertaking embedded in our governance, commitment and regulatory practices which we also deliver within the accredited Australian Qualifications Framework [AQF] and other governing legislation under the Education Services for Overseas Students Act 2000 (ESOS Act), Tuition Protection Services and the National Code of Practice For Providers of Education and Training to Overseas Students 2018.

To ensure legislative compliance ACOS has developed policies, procedures and systems that guide our administrative, teaching and training practices. As such, we integrate transparency and accountability at all levels of management and student engagement.

Along with participating in internal audits with ASQA upon their request, we also safeguard the protection of all students with any third parties we work with for the facilitation of student training and assessment. This includes affiliated training partners [practical workplace], marketing brokers and salespeople who equally advocate our principles and commitment to operating in full governmental compliance.

As a RTO, we offer qualifications at the following levels:

If at any time you feel we have not met our obligations as an RTO, you have the right to formalise your complaint as per our Complaints and Appeals Policy.

We also have the responsibility to issue your AQF certification documents in line with our issuance policy as outlined in our Student Handbook.

LEGISLATION

Workplace Health & Safety

Under the guiding legislation and principles of the Workplace Health and Safety Act 2011, ACOS is equally committed to the health, safety and welfare of all students, staff and visitors. These standards also form the foundations for ACOS' Health and Safety & Critical Incident Policies, which include accident, emergency and reporting procedures, the recognition of potential hazards, management, staff and student welfare and personal responsibilities that are carried out by reasonable and consistent safety practices.

All regulatory practices are implemented and reviewed by ACOS' Managing Director, Dr Lionel Chang [MB BS FRACS], with the day-to-day responsibilities delivered by ACOS' Management.

Students must abide by ACOS' rules and policies outlined in the Student Handbook. and fulfil all of the requirements of the study program as governed by the Department of Home Affairs and regulated under the terms of their student visa.

Fees & Refunds

It is important for all students to understand the payment structure of ACOS' course fees and refunds policy before you enrol. Our Student Services is here to help you and to provide further information about the payment options and other associated living expenses for international students. Students who are experiencing difficulty paying their fees are invited to call our office to make alternative arrangements.

To find out more about our Fees and Refunds Policy, please click here.

Privacy

ACOS values the privacy of its students and as such, is legally and ethically committed to safeguarding all personal information. This includes any information you may disclose in your application documentation, transcripts and other associated course documents.

AQF Certificate Policy

1. Certification issuance

In accordance with the Standards, Australian College of Studies issues AQF certification documentation only to students who have been assessed as meeting the requirements of a unit, module, qualification or course as specified in the relevant Training Package or VET Accredited Course.

All AQF certification documents issued by Australian College of studies will meet the requirements of Schedule 5 of the Standards, as well as the requirements of the National AQF Qualifications Issuance Policy.

Certification documents will be issued within 30 days of the student being assessed as meeting the requirements of the Course, providing that all course fees have been paid.

2. Authenticity

To ensure authenticity of our certification documents and to ensure they cannot be fraudulently reproduced, our certification documents:

• Include an individual certificate number on them that can be authenticated against our database.
• Are printed on thermal paper that, when copied, will display the word COPY in the background and has heat-sensitive ink on the reverse side which disappears when rubbed.
  Members of the public are welcome to contact our office to confirm the details of any qualification, statement of attainment or record of results issued by Australian College of Studies. The person making the enquiry must provide the details of the document including student name, qualification or unit details, issue date and document number.

This information is published in the Student Handbook. and Australian College of Studies’ website to ensure members of the public have the information they need to authenticate our certification documents.

3. Record keeping

Australian College of Studies:

• Retains a register of AQF qualifications it is authorised to issue and of all AQF qualifications issued, in its student management system.
• Retains records of AQF certification documentation issued for a period of 30 years, on its student management system.
• Reports the AQF Qualifications issued to ASQA on a regular basis as required by ASQA.

4. Unique Student Identifiers (USIs)

Australian College of Studies:

• Will not issue AQF certification documentation to an individual without being in receipt of a verified USI for that individual, unless an exemption applies under the Student Identifiers Act 2014.
• Unique Student identifiers will not be included on a Statement of Attainment or a Testamur.

5. Reissuing

Current and past students can request a copy of their certification documents at any time. There may be an additional cost for re-issuance, as detailed in the Fees and Refunds Policy & Procedures.

Complaints and Appeals Policy

1. Nature of complaints and appeals

• Australian College of Studies responds to all allegations involving the conduct of:
  • The RTO, its trainers and assessors and other staff.
  • Any third party providing Services on behalf of Australian College of Studies and including education agents.
  • Any student or client of Australian College of Studies.

• Complaints may be made in relation to any of Australian College of Studies’ services and activities such as:
  • the application and enrolment process
  • marketing information
  • the quality of training and assessment provided
  • training and assessment matters, including student progress, student support and assessment requirements
  • the way someone has been treated
  • the actions of another student
• An appeal is a request for a decision made by Australian College of Studies to be reviewed. Decisions may have been about:
  • course admissions
  • refund assessments
  • response to a complaint
  • assessment outcomes / results
  • other general decisions made by Australian College of Studies

2. Principles of resolution

• Australian College of Studies is committed to developing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Through this policy and procedure, Australian College of Studies ensures that complaints and appeals:
  • Are responded to in a professional, consistent and transparent manner.
  • Are responded to promptly, fairly, objectively, with sensitivity and confidentiality.
  • Are able to be made at no cost to the individual.
  •  Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement.

Australian College of Studies will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.

• There are no charges for students to submit a complaint or appeal to Australian College of Studies, or to seek information or advice about doing so.
• Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.

3. Making a complaint of appeal

Complaints about a particular incident should be made as soon as possible after the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made.

• Complaints and appeals should be made in writing using the Complaints and Appeals Form, or other written format and sent to Australian College of Studies’ head office at 20-22 Macquarie Street, Paramatta, NSW, 2150 attention to the Chief Executive Officer.

When making a complaint or appeal, provide as much information as possible to enable Australian College of Studies to investigate and determine an appropriate solution.  This should include:

• The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
• Any evidence you have to support your complaint or appeal.
• Details about the steps you have already taken to resolve the issue.
• Suggestions about how the matter might be resolved.

4. Timeframes for resolution

• The complaint or appeal will be acknowledged in writing within 3 business days.
• The complaints and appeals process will commence within 10 business days of receipt of the application. Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer.
• In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.

5. Resolution of complaints and appeals

Some or all members of the management team of Australian College of Studies will be involved in resolving complaints and appeals as outlined in the procedures.

• Where a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.
• Where a third party delivering Services on behalf of the RTO is involved, they will also be included in the process of resolving the complaint or appeal.
• Each party involved in the complaint or appeal may have a support person of their choice present at meetings scheduled to resolve the issue.

In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again.  The outcome of this assessment will be the result granted for the assessment task. The complainant or appellant will be advised in writing of the outcome of the process and the reasons for the findings made.

The enrolment status of student will be handled as follows:

• For domestic students that choose to access this policy and procedure, Australian College of Studies will maintain the student’s enrolment while the complaints and appeals process is ongoing.
• For international students, Australian College of Studies will maintain a student’s enrolment throughout the internal appeals processes without notifying DET via PRISMS of a change in enrolment status.  In the case of an external appeals process it will depend on the type of appeal as to whether Australian College of Studies maintains the student’s enrolment as follows:
  • If the appeal is against Australian College of Studies’ decision to report the student for unsatisfactory course progress or attendance, the student’s enrolment will be maintained until the external process is completed and has supported or not supported Australian College of Studies’ decision to report.
  • If the appeal is against Australian College of Studies’ decision to defer, suspend or cancel a student’s enrolment due to misbehaviour, Australian College of Studies will notify DET via PRISMS of a change to the student’s enrolment after the outcome of the internal appeals process

6. Independent Parties

Australian College of Studies acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter.  Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Australian College of Studies.

• For international students, the independent party is the Overseas Students Ombudsman. This service is free of charge. Where an international student is not satisfied with the outcome or conduct of the internal process, they are referred to the Overseas Students Ombudsman (OSO).  Information is available here.
• All other complainants or appellants can find an appropriate independent party by calling the Resolution Institute on 02 9251 3366 or by searching the following directory, according to locality and area/s of concern.
• Australian College of Studies will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.
• The CEO will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations.  The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

7. External complaint avenues

Complaints can also be made via the following avenues:

• National Training Complaints Hotline: 

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training.   The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint.  Consumers can register a complaint with the National Training Complaints Hotline by:

• • Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.
  • Email: ntch@education.gov.au

• Australian Skills Quality Authority (ASQA):

Complainants may also complain to Australian College of Studies’ registering body, Australian Skills Quality Authority (ASQA). ASQA can investigate complaints about Australian College of Studies in relation to:

• • the quality of our training and assessment
  • our marketing and advertising practices

ASQA may not be able to investigate complaints if you do not include evidence that you have already exhausted Australian College of Studies’ formal internal complaints process as above.

Please refer to the following website before making a complaint to ASQA: https://www.asqa.gov.au/complaints 

• The Overseas Student Ombudsman (OSO):

International students may complain to the OSO if their complaint is in relation to Australian College of Studies:

• • refusing admission to a course
  • course fees and refunds
  • course or provider transfers
  • course progress or attendance
  • cancellation of enrolment
  • accommodation or work arranged by your provider
  • incorrect advice given by an education agent.
  •  if you believe we have failed to take action or are taking too long to take some action. This might include (for example), failing to provide your results in the normal timeframe, or failing to provide services included your written agreement with Australian College of Studies.

The OSO may not be able to investigate your complaint if you have not already exhausted our formal internal complaints process as above.

Please refer to the following website if you are considering making a complaint.

8. Records of complaints and appeals

Australian College of Studies will maintain a record of all complaints and appeals and their outcomes and reasons for the outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

9. Publication

This policy and procedure will be published in the Student Handbook and on Australian College of Studies website.