Student Information (Standard 2.1)

Student Information (Standard 2.1)

Provision of Pre-Enrolment Information

VET students must have access to clear and accurate information concerning the organisation, the relevant training product, any changes that may affect them. We strive to identify a learner’s needs during the enrolment process to ensure that our services to each individual learner are appropriately adjusted to allow for their unique requirements.

To achieve this, we will:

  • Provide persons making an enquiry with accurate and ethical marketing and pre-enrolment information that enables them to make confident and suitable decisions about selected training programs;
  • Conduct a one-on-one enrolment interview either face-to-face or over the telephone to individually assess the persons needs and circumstances and provide them information about their rights and obligations;
  • Provide information about special requirements for their desired training program and pathways to obtain these;
  • Provide information about the occupational outcomes produced by their selected program and discuss how these align with their occupational goals and aspirations;
  • Validate that applicants meet the entry requirements for their selected program to ensure that they have the greatest opportunity for success and completing the course;
  • Determine if the applicant has the required access to information technology including modern computer systems and access to the internet if applicable;
  • Determine that the applicant has any need for reasonable adjustment at the point of enrolment to allow training programs to be suitably adjusted;
  • Ensure there are no unnecessary barriers for persons to participate in the training program of their choice;
  • Provide comprehensive administrative support that allows the applicant to complete enrolment efficiently and commence training at an agreed time and place; and
  • Inform applicants about alternate pathways to training such as credit transfer or current competency or recognition of prior learning.

Information for Students

The Compliance Standards specify that each learner must be properly informed and protected either prior to enrolment or the commencement of training and assessment. At My CPE we achieve this by providing prospective learners with the following three pre-enrolment information sources:

  • Learner Handbook. The learner handbook is the primary information vehicle to inform learners about their rights and obligations prior to their enrolment. The learner handbook is supplied electronically as a PDF document. It is important that this document is professionally presented as it reflects the quality of the organisation.

    The learner handbook is effectively the policy manual for all the learner’s participation in training and engagement with My CPE. It should constitute a valuable information source for the learner who can reference the handbook when the learner has questions about their course participation.

    The Learner Handbook should contain information on the following topics for the learner:

    • Introduction to My CPE;
    • Parking arrangements, if applicable;
    • Public transport options, if applicable;
    • Meal options, if applicable;
    • Our expectation of you;
    • Unique Student Identifier;
    • Training safety arrangements;
    • Equity and diversity support arrangements;
    • Privacy arrangements;
    • Fees payable;
    • Refund policy;
    • Protection under Consumer Law;
    • Learner access to records;
    • Continuous improvement arrangements;
    • Assessment arrangements;
    • Re-assessment policy;
    • Language, literacy and numeracy skills;
    • Education and wellbeing support services;
    • Making complaints and appeals; and
    • Credit transfer and recognition of existing skills and knowledge.
  • Course Brochure. The course brochure is the primary means of informing prospective learners about the services to be provided in relation to a specific course leading to a qualification or units of competency. Course information can be displayed on the website and is available in a downloadable PDF for the learner to print and review. A course brochure will also be sent to the learner via email as pre-enrolment information and contain the following minimum information:
    • the nationally endorsed outcome by code and title;
    • the expected duration of the course;
    • the entry requirements or prerequisites;
    • the mode of delivery of training and assessment;
    • the units of competency that comprise the course;
    • the assessment requirements to successfully complete the course;
    • learner resource requirements;
    • the expected locations for delivery;
    • identify clearly any third-party providers (if applicable);
    • identify any work placement arrangements;
    • the expected occupational outcomes;
    • contact details for My CPE; and
    • Identify the RTO by its national code and legal name.
  • Schedule of Fees and Charges. The schedule of fees and charges provides a central place where the nominated fees and charges to participate in services with My CPE are listed. The schedule of fees and charges should contain the following information:
    • the total amount of all fees including course fees, administration fees, material fees and any other charges for enrolling in a training program;
    • payment terms, including the timing and amount of fees to be paid and any non-refundable deposit/administration fee;
    • the nature of the guarantee given by My CPE to honour its commitment to deliver services and complete the training and/or assessment once the learner has commenced study;
    • any discounts, fee reductions or exemptions available for multiple enrolments, concession card holders, continuing learners, group bookings etc;
    • information on the implications for the learner of government training entitlements and subsidy arrangements in relation to the delivery of the services;
    • the fees and charges for additional services, including such items as issuance of a replacement qualification parchment or statement of results and the options available to learners who are deemed not yet competent on completion of training and assessment; and
    • My CPE refund policy.

Learner Enrolment Process

The enrolment processes below outline three (3) different enrolment procedures, these include:

  • Short Course / Unit of Competency Course only
  • Full Qualification, Fee for Service
  • Full Qualification, Funded Training.

Short Course / Unit of Competency Course Procedure

My CPE will apply the following enrolment procedure and associated process diagram for detailed information on the steps to be taken to engage and induct a learner into a short course or unit only program.

  1. Receive the enrolment application form and check that is completed correctly. Take note of any individual learner needs and LLN suitability that the person has identified. If the learner requires specialist support, contact the learner and suggest specialist support options and outline a pathway for the learner to return for enrolment.
  2. Confirm payment of tuition fees once enrolment application form has been received.
  3. Complete and process the enrolment application and record any support needs applicable to the learner and alert training staff of these.
  4. Issue the learner with an enrolment confirmation letter and receipt for tuition fees.
  5. Issue learning materials applicable to the enrolled training program to the learner and notify the allocated trainer of the learner’s commencement.

Full Qualification – Fee for Service Procedure

My CPE will apply the following enrolment procedure and associated process diagram for detailed information on the steps to be taken to fully engage with and induct as a learner into a fee for service course program offered by My CPE.

  1. Contact the person and arrange a suitable time to undertake an enrolment interview.
  2. Undertake an enrolment interview (in person or by phone) to:
  • Determine the applicant’s career/work objectives. Why are they seeking this course?
  • Assess the person’s individual needs and circumstances and present /discuss support options available to the person both within My CPE and those available through specialist service providers;
  • Discuss Language, literacy, numeracy and digital skills assessment;
  • Inform the person about opportunities for credit transfer and recognition of their prior learning or current competence;
  • Confirm the mandatory work placement requirements (if applicable) that apply to the course. Confirm the arrangements to establish this, orientation, supervision, required hours and duties;
  • Confirm the person received all required pre-enrolment information and talk through the person’s rights and obligations, confirm fee payment arrangements and the services to be provided;
  • Explain the training and assessment services involved in the relevant training program;
  • Highlight the delivery model and assessment methods that will be used throughout the training program;
  • Explain the requirements applicable to the USI; and
  • Confirm the next step to complete the LLND process, and then if applicable the enrolment process in order to commence their training program.
  1. Take note of any individual needs and LLND suitability the person has identified. Issue required assessments if applicable.
  2. Receive the enrolment application form and check that it is completed correctly.
  3. Issue the invoice for tuition fees (initial payment).
  4. Complete the enrolment application and create the learner profile within the student management system.
  5. Verify the learners USI or create the learner’s USI. Please refer to the USI website for the proof of ID requirements and options: http://usi.gov.au/Learners/Pages/proof-of-ID.aspx
  6. Create a training plan according to the learner’s and/or employer’s requirements. Ensure the allocated units of competency reflect the learners training needs.
  7. Record any support arrangements for arrangements (if applicable) to cater for the learner’s individual needs within the student management system. Inform training staff of these requirements and schedule a reminder for the allocated trainer prior to the commencement of the learner’s program.
  8. Raise an electronic learner file complete with the enrolment details, proof of identity, and enrolment interview record and study calendar.
  9. Make an appointment to visit the learners nominated work placement location and point of contact if applicable
  10. The Learner Handbook and learner confirmation of enrolment will be emailed to the learner via their supplied email.
  11. Confirm payment of tuition fees prior to the commencement of the training program and visit the work placement venue.
  12. Issue learning materials applicable to the enrolled training program to the learner and notify the allocated trainer of the learner’s commencement and send both an introductory email.

Full Qualification – Funded Procedure

My CPE will apply the following enrolment procedure and associated process diagram for detailed information on the steps to be taken to fully engage with and induct as a learner into a funded course program offered by My CPE.

The following procedure is a general funding procedure.

  1. Receive enquiry notification from the Australian Apprenticeship Centre.
  2. Provide all course information and explain all pre-enrolment information. Select the appropriate course.
  3. Commence the enrolment application form and undertake an interview with the learner (in person or by phone) to:
  • Assess the learner’s individual needs and circumstances;
  • Inform the learner of their rights and obligations;
  • Inform the learner about their opportunities for RPL and credit transfer; and
  • Establish the learner’s individual needs and circumstances and determine if the learner meets the entry requirements
  • Determine LLND assessment requirements.

Following consideration of these issues, if the learner is continuing with their enrolment, the remaining enrolment actions are required.

  1. Enter and verify the learners USI or create the learner’s USI. Please refer to the USI website for the proof of ID requirements and options: http://usi.gov.au/Learners/Pages/proof-of-ID.aspx
  2. Quote the fee applicable to the course selected.
  3. Create the learner’s commitment ID.
  4. Apply the fee exemption or take payment according to fees schedule.
  5. Complete student enrolment form and create the learner profile within the student management system.
  6. Develop a training plan for each approved qualification that the enrolled student is receiving subsidised training for. Ensure allocated units of competency reflect the learner’s training needs. Ensure the training plan is signed and agreed upon by the learner.
  7. For Traineeships and Apprenticeships, My CPE must develop a full training plan within 12 weeks and gain approval from the student and the employer. (Refer to governing body traineeship and apprenticeship contracts).
  8. Record any support arrangements for arrangements (if applicable) to cater for the learner’s individual needs within the student management system. Inform training staff of these requirements and schedule a reminder for the allocated trainer prior to the commencement of the learner’s program.
  9. Raise a hard copy learner file complete with the enrolment application, proof of identify, enrolment interview record, student commitment ID, training plan and course schedule.
  10. Prepare a learner confirmation of enrolment letter and invoice of tuition fees and send these to the learner via email.
  11. Learning materials applicable to the enrolled training program are to be sent to the learner.
  12. For Traineeships and Apprenticeships, 3-month probation period will be applied. Once the probation period has been completed, the student’s apprenticeship or traineeship is considered to be registered.

Orientation

My CPE will conduct an orientation process at the start of the learner’s course commencement when instructor-led groups are formed for face to face training. This will generally be the first session for classroom-based training. The purpose of orientation is to help new learner’s transition into their study, welcome them to My CPE and introduce the learner to the facilities, trainers and general rules.

Short Course or Unit Only courses involve a short 10-minute opening presentation which covers the following:

  • What the learner will need
  • What is required from the learner whilst undertaking their course
  • Safety arrangements
  • General rules i.e. use of mobile phones, smoking,
  • Access to amenities
  • Access to Resources.

Full Qualifications involve a more comprehensive orientation process. My CPE will provide an in-depth presentation followed by a tour of the facilities. The following information is covered throughout the student’s orientation:

  • the purpose of the course
  • the qualification they are undertaking
  • the outcome required in terms of workplace
  • the units of competency to be covered
  • assessment requirements
  • attendance requirements including recording attendance
  • equipment and resources they will need to provide
  • equipment and resources they can access at the RTO
  • study load requirements relating to things like self-paced learning
  • IT access arrangements
  • a brief on any work placement requirement applicable
  • any rules such as mobile phones, smoking, information technology access or use
  • behaviour expectation, discrimination or harassment policy, disciplinary arrangements
  • support arrangements including where to go if they need assistance
  • the support services which are available
  • confirmation of any fee payment requirements
  • how to provide feedback or to raise a complaint or appeal
  • security and personal safety including lockdown procedures
  • emergency evacuation arrangements
  • first aid arrangements
  • administrative requirements including providing a learner digital image, monitoring progress
  • points of contact

On the day of the first scheduled training the nominated trainer is required to:

  • Engage with learners identified as requiring support services during the enrolment interview. Support services are to be negotiated with the learner and put in place before the commencement of the training program.
  • Record the attendance of learners and report any non-attendance to administration to enable a follow-up phone call to be made.
  • Confirm licencing checks have been completed and a copy is held on the learners file.
  • Confirm arrangements for the learners work placement (if applicable) and that the work placement agreement and checklist have been completed or are scheduled.

Completion Procedure

The steps to complete an enrolment from an administrative process are largely explained within a combination of the Records Retention and Management policy and the Issuing Certificates and Outcomes policy. These policies specify the procedures for:

  1. Confirming the completeness of completed student assessment items before results are entered into the student management system;
  2. Correctly entering competency outcomes into the student management system and recognising when a learner has completed all of the requirements for the course in which they are enrolled;
  3. Generating the relevant AQF certificate and checking that it contains the corrects details about the learner and their achievements;
  4. Obtaining authorisation for the AQF certificate from the authorised person and together with the letter of completion issuing this issued to the learner no later than 30 days after the date of the learner’s final assessment of competency;
  5. Recording the dispatch of the AQF certificate to the learner in the student management system; and
  6. Filing the learner’s records into archive and noting this within the archiving register of the student management system.

Whilst this is a typical process where the learner has achieved all outcomes, there are circumstances where a learner may finalise their enrolment early for personal or academic reasons. Where this is the case, the learner is requested to complete the form Application for Course Deferment / Transfer / Withdrawal. This provides the learner the opportunity to specify their reasons and select to indicate their preference to defer their enrolment, to transfer their enrolment to another course or to terminate their enrolment altogether.

Where the enrolment is being deferred or terminated, learners are to be issued a statement of attainment to recognise the outcomes they have achieved during their enrolment. A learner who defers and returns to complete a course will be eligible to recommence their training and receive a credit transfer for any completed units of competency. The Chief Executive Officer will review these applications, where possible is to interview the learner to understand their circumstances and is to record their decision using the section provided on the application. Learners are to be informed of this decision in writing.

Code of Conduct

My CPE may terminate the learner’s enrolment whereby the learner breaches the following enrolment agreement terms and conditions:

  • The learner is not contactable or not responding;
  • The learner has not achieved course requirements, attendance or progress benchmarks; or
  • The learner has plagiarised or participated in inappropriate behaviour or conduct.

Learners who are not contactable or not responding

Where a learner is not contactable or fails to respond to requests by the My CPE, the learner’s enrolment may be terminated in absentia. This action may only be taken where the My CPE has made every reasonable attempt to engage with the learner or contact the learner to seek their instructions about their intentions to continue with or complete the applicable course. Advice received from a learner via email or phone conversation communicating their request is to be accepted where the learner is not willing to complete an Application for Course Deferment / Transfer / Withdrawal. Email records and written records of phone conversations are to be retained on the learners file as evidence of these expressed instructions from the learner.

Learners who have not achieved course requirements

Learners who are assessed as not yet competent are to be provided with detailed verbal and written feedback to assist them to identify the gaps in their knowledge and skills to be addressed through further training. These learners are to be provided with additional training and learning support to target their specific gaps in knowledge and/or skills and prepare them for additional assessment.

It is the policy of My CPE to provide two opportunities for training and re-assessment at no additional cost to the learner or employer. Learners who require additional training and re-assessment after they have exhausted their two opportunities will be required to pay a fee for additional training and re-assessment.

Learner’s requiring additional learning support are to be brought to the attention of My CPE management, so the progress of the learner can be monitored closely, and additional support services can be applied well before it becomes necessary to impose an additional fee for re-assessment. Where learners repeatedly do not demonstrate competence following significant learning and assessment support, a learner’s enrolment can be determined through mutual agreement.

Learners who have breached code of conduct

My CPE seeks to provide an environment that is free from unacceptable behaviour and promotes a positive learning environment for all learners.  Behaviour misconduct is defined as actions that breach My CPE policies. A learner must at all times maintain a high standard of behaviour while engaged in RTO activities either within the premises of the RTO or at another location.

Learners who commit behavioural misconduct after being formally warned are to have their enrolment cancelled and will not be entitled to a refund. This does not limit the requirement to provide the learner suitable warning in writing, the opportunity to make oral or written representations regarding the misconduct or their right to appeal a decision.

Plagiarism

Where it has been determined that the plagiarism has arisen from poor academic practice, the learner is to be requested to revise the work and resubmit it for the assessment.

If it has been determined that the plagiarism was intentional, the learner’s work is not to be accepted and the learner is to be issued with an alternative assessment assignment to complete. The learner is to be given a formal warning (in writing) by the Chief Executive Officer explaining the seriousness of the incident and the consequences if the learner is found to plagiarise again.

Learners who commit plagiarism after being formally warned are to be withdrawn from the program they are enrolled and issued with a refund of their tuition fees less all expenses incurred by My CPE up to the point of their withdrawal.

Use of Artificial Intelligence in Assessment

This policy outlines the guidelines for the use of chatbots and automated systems when completing assessment in education. This policy aims to ensure the principles of assessment. The principles are fairness, flexibility, validity, and reliability. The rules of evidence must also be applied. These are validity, sufficiency, authenticity, and currency.

 

Validity requires:

  • Assessment is conducted against the unit(s) of competency and the associated assessment requirements to cover the broad range of skills and knowledge that are essential to competent performance
  • Assessment of knowledge and skills integrated with the practical application in the context of the unit(s) of competency
  • Assessment must be based on evidence that demonstrates that a student could replicate the demonstration of the required skills and knowledge in other comparable situations, and
  • Judgement of competence must be based on evidence of the students’ performance that is aligned to the unit(s) of competency and all associate assessment requirements.

Rules of Evidence require:

  • Assessors must be assured that a student they have assessed has the skills, knowledge, and attributes as described in the unit of competency and associated assessment requirement.
  • The assessment must be assured that the quality, quantity, and relevance of the assessment evidence enable a judgement to be made of a student’s competency.
  • The assessor must be assured that the evidence presented for assessment is the student’s own work.
  • The assessor must be assured that the assessment evidence demonstrates current competency.  This requires the assessment evidence to be from the present or the very recent past.

To comply with the Standards, My CPE must ensure an assessment is valid and it must be the student’s own work. When an assessor makes an assessment decision it must be based on the evidence of performance of the individual student, not the work or another, a chatbot, or any other automated system. The use of the work or another, a chatbot, or any other automated system compromises the principles of assessment and is not conducive to integrity in education.

For this reason the use of Artificial Intelligence tools such as chatbots to create, complete, assist or modify a student’s assessment work is prohibited, and will be considered a form of academic misconduct.

Artificial Intelligence tools like chatbots are useful for a range of reasons, however completing assessment work is not one of these reasons. Using Artificial Intelligence tools to complete assessment work constitutes academic misconduct.

Refer to the Plagiarism Misconduct policy for further information.

Behaviour Misconduct

My CPE seeks to provide an environment that is free from unacceptable behaviour and promotes a positive learning environment for all learners. Our policy seeks to encourage acceptable behaviour and to inform all staff and learners about My CPE standards of behaviour.  Refer to the Behaviour Misconduct policy for further information.

Cancelling a Student’s enrolment

Before a learner’s enrolment can be terminated without their written or expressed consent, the following protocol is to be followed:

  • A minimum of three attempts (four weeks apart) must be made using the last know contact details (email, phone and mail) to contact the learner and issue the learner with a warning letter notifying them of the intent to terminate the enrolment.
  • Where the learner fails to respond, the learner’s enrolment is to be terminated and the learner’s record within the student management system is to be updated with the outcome of “withdrawn” entered into each unit of competency that has not been completed at the time.
  • Any final AQF certificate to which the learner is entitled is to be sent registered mail to the learner’s last known mailing address. This should also be noted in the learner’s enrolment record and a photocopy of the certificate retained on the learner’s record.
  • The learner’s record is to be archived in accordance with the Records Retention and Management Policy.
  • If the learner has misbehaved or conducted in an inappropriate manor, My CPE must reprimand and formally warn the learner in writing against repetition of misconduct and suspend the learner from using all or some RTO facilities and/or services for a period of time. If the learner has committed behavioural misconduct after being formally warned are to have their enrolment cancelled and will not be entitled to a refund. This does not limit the requirement to provide the learner suitable warning in writing, the opportunity to make oral or written representations regarding the misconduct or their right to appeal a decision.

Applicable trainers are to be informed of the learners’ enrolment termination and advised to inform the Office Manager if the learner makes contact.

Course Withdrawal

There are circumstances where a learner may finalise their enrolment early for personal or academic reasons. Where this is the case, the learner is requested to complete the form Application for Course Deferment / Transfer / Withdrawal. This provides the learner the opportunity to specify their reasons and select to indicate their preference to defer their enrolment, to transfer their enrolment to another course or to terminate their enrolment altogether.

Where the enrolment is being deferred or terminated, learners will be issued a statement of attainment to recognise the outcomes they have achieved during their enrolment. A learner who defers and returns to complete a course will be eligible to recommence their training and receive a credit transfer for any completed units of competency. The Chief Executive Officer will review these applications, where possible is to interview the learner to understand their circumstances and is to record their decision using the section provided on the application. Learners are to be informed of this decision in writing.

Learner Enrolment and Completion

At My CPE our approach to enrolment and induction is to provide a pathway for learners to make informed decisions about their training and assessment and enter a training pathway that is the right for the learner and their current or future employer.

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