CHP School of Hospitality - CHP RSL Club - Home

Student Handbook

CHP School of Hospitality

CHP School of Hospitality

RTO Number: 6871

www.chpsoh.com.au

CHP School of Hospitality | Student Handbook | V4.4 | Jan 2020 Page 1 of 69

Contents About Us ................................................................................................................................................. 4

Student Handbook .................................................................................................................................. 5

1. Key Policies and Procedures ........................................................................................................... 6

1.1 Student Code of Conduct .............................................................................................................. 6

1.2 Student Selection and Enrolment ............................................................................................... 10

1.3 Unique Student Identifier (USI)................................................................................................... 12

1.4 Booking Terms and Conditions ................................................................................................... 14

1.4.1 Fee Refund Policy and Procedure (Fee-for-Service) ............................................................ 16

1.4.2 Withdrawing from a Training Program ................................................................................ 19

1.5 Access and Equity ........................................................................................................................ 20

1.6 Training Guarantee ..................................................................................................................... 21

1.7 Complaint and Appeals Policies and Procedures ........................................................................ 22

1.7.1 Complaint Policy and Procedure .......................................................................................... 22

1.7.2 Appeals Policy and Procedure .............................................................................................. 25

1.7.3 External Complaints and Appeals ........................................................................................ 27

1.8 Privacy ......................................................................................................................................... 28

2. Training and Assessment .............................................................................................................. 32

2.1 Learning Environment ................................................................................................................. 32

2.2 Training Programs ....................................................................................................................... 32

2.3 The Trainers / Assessors ............................................................................................................. 32

2.4 Learning Resources ..................................................................................................................... 33

2.5 Classroom Conduct ..................................................................................................................... 33

2.6 Language, Literacy and Numeracy (LLN) ..................................................................................... 33

2.7 Recognition of Prior Learning (RPL) and Credit Transfer (CT) ..................................................... 34

2.8 Assessments ................................................................................................................................ 37

2.8.1 Preparing for Assessment .................................................................................................... 37

2.8.2 Copies of Assessments ......................................................................................................... 37

2.8.3 Failure to attempt an Assessment ....................................................................................... 38

2.8.4 Marking ................................................................................................................................ 38

2.8.5 Appeal Process ..................................................................................................................... 38

2.8.6 Re-Scheduling an Exam ........................................................................................................ 39

2.8.7 Access and Equity in Assessments ....................................................................................... 39


2.8.8 Assessment Feedback .......................................................................................................... 39

2.8.9 Plagiarism ............................................................................................................................. 40

2.8.10 Assessment Record ............................................................................................................ 40

2.9 Quality Control ................................................................................................................................ 40

2.10 Qualifications and Statements of Attainment .............................................................................. 41

2.11 Training Feedback ......................................................................................................................... 41

2.12 Changes to Qualifications you are Studying ................................................................................. 41

3. Student Services ............................................................................................................................ 42

3.1 Getting Advice ............................................................................................................................. 42

3.2 Support Services ......................................................................................................................... 42

3.2.1 Educational and Support Services ........................................................................................ 42

3.2.2 Student Support and Safety ................................................................................................. 43

3.2.3 Student Handbook ............................................................................................................... 43

3.2.4 RTO Support Officers ........................................................................................................... 43

3.2.5 Academic and Learning Support .......................................................................................... 44

3.2.6 Students with Disabilities ..................................................................................................... 44

3.2.7 Students Hardship ................................................................................................................ 45

3.2.8 Information to Students........................................................................................................... 45

3.3 Reasonable Adjustment .............................................................................................................. 46

3.4 Interpreting Service......................................................................................................................... 46

3.5 Student Counselling ........................................................................................................................ 47

3.6 Replacement Certificate ............................................................................................................. 48

3.7 Access to Student Record ........................................................................................................... 48

4. Health and Safety .......................................................................................................................... 49

4.1 General Health and Safety .......................................................................................................... 49

4.2 Hazard Control and Reporting .................................................................................................... 49

4.3 Incident/Accident Reporting ....................................................................................................... 49

4.4 Safety and Emergency ................................................................................................................. 50

4.4.1 First Aid .................................................................................................................................... 50

4.4.2 Emergencies ............................................................................................................................. 50

4.5 Alcohol and Drug Free Environment ........................................................................................... 51

4.6 Bullying, Discrimination and Harassment ................................................................................... 51

5. Useful Forms ................................................................................................................................. 52


Refund of Course Fees Application Form.......................................................................................... 52

Student Withdrawal Form ................................................................................................................ 53

Student Record Access Form ............................................................................................................ 54

Student Complaint Form ................................................................................................................... 55

Student Appeal Form ........................................................................................................................ 56

Student Concern Form ...................................................................................................................... 58

Reasonable Adjustment Application Form ....................................................................................... 59

Credit Transfer Application Form...................................................................................................... 60

RPL Application Form ........................................................................................................................ 62

Interpreter Consent Form ................................................................................................................. 64

Incident Report Form ........................................................................................................................ 65

Change of Details Form ..................................................................................................................... 67


About Us CHP School of Hospitality is a Sydney based Registered Training Organization (RTO) which was

developed by Canterbury-Hurlstone Park RSL Club in 1999 to provide a relevant resource to the

community in hospitality training.

As an (RTO) accredited by the Australian Skills Quality Authority, we are able to deliver nationally

recognized training for those looking to enter the industry, or to develop their careers.

For over 20 years we have enjoyed an excellent reputation as an innovative centre for quality

hospitality and business training outcomes. CHP School of Hospitality welcomes you and takes this

opportunity to outline the roles and functions of each of the people involved in your chosen course.

Our Facilities Our classroom workshops are held inside Canterbury-Hurlstone Park RSL Club. In October 2014 we opened our contemporary purpose built training room, fully equipped with a full service bar, espresso machines and plasma screen. A comfortable and ambient environment for a fun & hands on way to learn job ready skills in true to life environment.

What We Offer In addition to our workshops, short courses and full-length qualification and traineeship training,

CHP School of Hospitality also offers – customized training and recognition services for the

registered clubs industry. We also have a proud history of providing subsidised training to local

school students in Certificate II in Hospitality, Café, RSA and RCG courses. For more detailed course

information, please feel free to download our course handbook on www.chpsoh.com.au.

Our Credentials We are accredited by the Australian Skills Quality Authority to deliver Nationally Recognized Training.

We are also recognized by Liquor and Gaming NSW and NSW Food Authority as approved providers

to mandatory training for the club industry. Our RTO National Code is 6871.

Program Benefits

Can be customized to suit the needs of individual hospitality organizations

Are designed to allow flexible delivery option

Have realistic class sizes to maximize the quality of the learning provided

Are competitively priced

Are delivered by professional trainers with extensive experience in the industry Location Training is held at our purpose-built training facility situated on the lower level of Canterbury-Hurlstone Park RSL Club, 20 – 26 Canterbury Rd Hurlstone Park. Course Schedule We are constantly reviewing our course offering and scheduling. Please check the website for current course options and dates.

http://www.chpsoh.com.au/


Student Handbook All CHP School of Hospitality students will have access to a copy of this handbook. This handbook can

be accessed on our website www.chpsoh.com.au. In it are some guidelines on what is expected in

the say of behaviour whilst undertaking training and assessment with CHP School of Hospitality.

Staff and students will be expected to abide by its direction and intent.

You may need to refer to this handbook throughout your training. If you have any questions related

to your training program or any of our policies and procedures, you are encouraged to contact your

allocated trainer or the administration staff for more information.

CHP School of Hospitality welcomes any feedback or comments about this Student Handbook.

Contact Information

Phone: (02) 9559 0025 Email: [email protected] Head Office: 20 – 26 Canterbury Rd Hurlstone Park NSW 2193 Postal Address: 20 – 26 Canterbury Rd Hurlstone Park NSW 2193 Website: www.chpsoh.com.au


mailto:[email protected]



1. Key Policies and Procedures

It is important for you (the student) to be aware of CHP School of Hospitality’s key policies and procedures that relate to your studies and the award of your qualification upon successful completion of your course, or a statement of attainment for partial completion. This handbook summarises many of CHP School of Hospitality’s formal policies and procedures, relating to students and student management. You can access the full documents at www.chpsoh.com.au.

1.1 Student Code of Conduct All students are required to observe and comply with all CHP School of Hospitality’s policies,

procedures, guidelines, directive, and quality initiatives at all times during their enrolment at CHP

School of Hospitality.

Student Rights All students enrolled with CHP School of Hospitality have the right to:

Be treated fairly and with respect by all students and staff.

Not be harassed, victimized or discriminated against on any basis.

Learn in a supportive environment which is free from harassment, discrimination and

victimization.

Learn in a healthy and safe environment where the risks to personal health and safety are

managed and minimized.

Have their personal details and records kept private and secure according to our Privacy

Policy.

Access the information CHP School of Hospitality holds about them.

Have their complaints dealt with fairly, promptly, confidentially and without retribution.

Make appeals about procedural and assessment decisions.

Receive training, assessment and support services that meet their individual needs.

Be given clear and accurate information about their course, training and assessment

arrangements and their progress.

Access the support they need to effectively participate in their training program.

Provide feedback to CHP School of Hospitality on the client services, training, assessment

and support services they receive.



Student Obligations CHP School of Hospitality expects its students to:

Inform themselves of CHP School of Hospitality’s rules and policies affecting them and

comply with this Code of Conduct at all times.

Treat all CHP School of Hospitality staff other students, and visitors to CHP School of

Hospitality with courtesy, tolerance and respect.

Ensure their contact details are up to date and that they regularly read all the

communications and emails sent to their provided email and physical addresses.

Treat other students and staff with respect so as not to compromise their health, safety,

privacy and welfare.

Abstain from bullying, harassing, and any other unlawful activity or Unacceptable Student

Behaviour whilst on campus or when representing CHP School of Hospitality in an activity or

an event, including the online environment.

Not engage in behaviour that is perceived to be threatening or intimidating or causes any

person to fear for their personal safety or well‐being.

Respect the rights of others to be treated equitably, free from all forms of unlawful

discrimination and harassment, including sexual harassment.

Adhere to course requirements and classroom norms established in class.

Ensure their actions or inactions as a student do not harm, or bring into disrepute, CHP

School of Hospitality’s reputation or good standing.

Notify CHP School of Hospitality if they are unable to attend a training session for any reason

prior to the commencement of the activity.

Refrain from smoking at training venues and on the premises of CHP School of Hospitality.

Make payments for their training within agreed time frames.

Unacceptable Student Behaviour:

Unacceptable behaviour may include but is not limited to;

Sexual harassment

Actions which are unsafe which place you or others at risk

Lack of personal hygiene

Inappropriate physical contact and/or physical violence

Bullying and intimidation of any other person

Being affected by drugs and/or alcohol

Disruption to the class or other students

Inappropriate isolation of a group member from group activities

Putting at risk the good reputation of any other person

Making racist or sexist comments to any other person

Demeaning another in any way

Constantly and inappropriately seeking attention


Behaving in a disruptive manner such as swearing, yelling, using offensive language

Inappropriate invasion of another’s personal space

Other behaviour deemed by your trainer or other students as objectionable

Stealing

Disobeying any reasonable direction by a staff member

Viewing or distributing offensive material via the internet, e‐mail or any other means

Use of mobile phones in the classroom environment.

If your behaviour is disruptive or unacceptable, disciplinary action may be taken against you. A

trainer/assessor can ask you to leave the classroom or refuse entry to a classroom if your

behaviour is disruptive or dangerous. If your behaviour threatens the safety of others,

interferes with the duties of staff or other students' study or damages or threatens college

property, you may be suspended.

Integrity in Academic Works Students are expected to:

Not engage in plagiarism or other academic misconduct Actively participate in the learning process. Attend scheduled course training activities and submit assessment tasks on time, unless

unforeseen or exceptional circumstances arise. Behave ethically, avoiding any action or behaviour that would unfairly disadvantage or

advantage either themselves or another student. Comply with the assessment conditions, trainer/assessor instructions, and ensure the proper

use of copyright material. Not behave in a way that disrupts or interferes with any training or academic activity of CHP


CHP School of Hospitality’s Resources

Students have a general responsibility to safeguard, properly use and care CHP School of

Hospitality’s resources. Fraud or theft by a Student may result in dismissal or a legal action.

Students are expected to:

Use and care for all CHP School of Hospitality resources, such as buildings, equipment, training bar / kitchen and information, in a lawful and ethical manner, mindful of the need for resources to be shared by all CHP School of Hospitality members.

Not engage in behaviour that is detrimental to CHP School of Hospitality’s property, including CHP School of Hospitality training bar / kitchen sources, and course materials.

Students must use CHP School of Hospitality’s resources only for purposes related to their studies.

CHP School of Hospitality’s facilities and resources are necessarily provided in an accessible manner

on trust to staff and students.


CHP School of Hospitality’s Responsibilities

CHP School of Hospitality has responsibilities to ensure that students:

Study in an academic environment which fosters student participation in active and collaborative learning activities that contribute towards development to knowledge, skills and graduate attributes.

Are considered for selection into courses or programs on the basis of criteria that are valid, explicit, fair and reliable.

Enrol in courses and programs of study that are of high standard, satisfy relevant professional requirements, are up‐to‐date and based on training packages and industry expectations.

Have access to appropriately qualified academic staff and academic and learning support services.

Have access to materials, equipment and other resources to enable completion of academic courses.

Receive timely, complete, clear and accurate information in relation to the content, conditions, cost and assessment tasks of courses.

Receive timely and appropriate feedback on assessment tasks.

Receive timely and appropriate information in relation to administrative procedures that apply to them.

Have an opportunity to provide feedback on the training, learning and assessment environment.

Study and work in a safe, harmonious, tolerant and productive academic environment.

Are treated with courtesy, tolerance and respect as valued members of CHP School of Hospitality.

Are treated fairly, impartially and consistently in all aspects of CHP School of Hospitality policy, procedures and practice.

Are treated equitably, free from all forms of unlawful discrimination and harassment, including sexual harassment.

Breach of the Code

If any students breaches the expected responsibilities as outlined above CHP School of Hospitality will be required to take disciplinary action to rectify and/or manage the behaviour. In all situations and circumstances, the student will be given due time and opportunity to respond to any concerns about their conduct or failure to meet the expectations set upon them. Students have the right to make an appeal of any decision made under CHP School of Hospitality Complaints and Appeals Policy and Procedures.


1.2 Student Selection and Enrolment CHP School of Hospitality uses an objective, non-discriminatory, transparent and systematic process to select and enrol its students. Selection and enrolment processes are designed to ensure all relevant legislation and regulatory requirements are met, the prospective student is well informed and receives a high level of customer service and support throughout the entire enrolment process.

Student Selection

All applications to a training program will be given full and equitable consideration. If an applicant has a disability or additional need requirement they are provided with the same opportunities to enrol in vocational education and training as any other student. Where there are conditions of enrolment or pre-requisites applied to a training program, these shall be clearly stated to the prospective students at the point of enquiry. Applicants are aware that by submitting the application they are not guaranteed a position in their program/qualification of choice as entry can be dependent on program eligibility or pre-requisite requirements. Criteria are applied prior to the acceptance of a student by CHP School of Hospitality. These criteria include:

Obtaining a Unique Student Identifier (USI)

Completing the required Application and/or Enrolment Form

Satisfying appropriate funding authority criterion (if applicable)

Meeting pre-requisite requirements and experiences where required

Agreement to abide by CHP School of Hospitality’s policies and procedures

Payment of required fees (if applicable)

Smart and Skilled Funded Training Programs

All prospective students of Smart and Skilled Funded Training Programs are required to complete a Smart and Skilled Qualification Eligibility Form with supporting documentation and submit their application to CHP School of Hospitality administration staff. If you are interested in applying for Smart and Skilled Funded Training Programs, please request a Smart and Skilled Qualification Eligibility Form by emailing [email protected] or contact our administration team on (02) 9599 0025.



Fee-for-Service Training Programs

All prospective students of Fee-for-Service Training Programs are required to complete an enrolment form and submit by email, post or in person to CHP School of Hospitality administration team. CHP School of Hospitality Student Enrolment Form can be downloaded from its website www.chpsoh.com.au under the Student Information section.

USI Number

Prospective students are required to obtain a USI number prior to enrolment and put this number on the enrolment form in the space provided. Students will not be able to attend any accredited training without a USI number. See more detailed information below at the USI section (Section 1.3) of this Student Handbook.

Enrolment

Throughout the enrolment process CHP School of Hospitality provides prospective students with

different ways to access the relevant information required to make an informed decision about their

course and to fully understand their rights and responsibilities.

Information is accessible via a variety of different ways including but not limited to CHP School of

Hospitality’s website, student handbook, course induction sessions and by speaking to CHP School of

Hospitality staff team members throughout the application and enrolment process.

Students who have successfully enrolled in a training program will be notified of acceptance by email or mail from CHP School of Hospitality.

Upcoming Training Courses Enquiry

If we don’t currently have a scheduled course to suit you please let us know, and when there is

sufficient demand we will endeavour to provide the training you need. You can also be placed on our

email distribution list to receive advance notice of all upcoming training courses. Simply email us at

[email protected] and request to be added to the distribution list.




1.3 Unique Student Identifier (USI)

From 1 January 2015 if you are undertaking nationally recognised training delivered by a registered training organization you will need to have a Unique Student Identifier (USI). This includes studying at TAFE or with a private training organization, completing an apprenticeship or skill set, certificate or diploma course. A USI gives you access to your online USI account which is made up of ten numbers and letters. It will look something like this:

A USI account will contain all your nationally recognised training records and results from 1 January 2015 onwards. Your results from 2015 will be available in your USI account in 2016. When applying for a job or enrolling in further study, you will often need to provide your training records and results. One of the main benefits of the USI is that you will have easy access to your training records and results throughout your life.

You can access your USI account online from a computer, tablet or smart phone anywhere and anytime.

Do you need a USI?

You will need a USI when you enroll or re-enroll in training from 1 January 2015 if you are a: student enrolling in nationally recognized training for the first time, for example if you are studying at TAFE or with a private training organization, completing an apprenticeship or skill set, certificate or diploma course; school student completing nationally recognized training; or student continuing with nationally recognized training. You are a continuing student if you are a student who has already started your course in a previous year (and not yet completed it) and will continue studying after 1 January 2015. Once you create your USI you will need to give your USI to each training organization you study with so your training outcomes can be linked and you will be able to:

view and update your details in your USI account;

give your training organization permission to view and/or update your USI account;

give your training organization view access to your transcript;

control access to your transcript; and

view online and download your training records and results in the form of a transcript which will help you with job applications and enrolment in further training.

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How to get a USI?

It is free and easy for you to create your own USI online. While you may create your own USI, training organizations are also able to create a USI for you. Training organizations should do this as part of the enrolment process when you begin studying. Where this service is provided, training organizations will let you know. Steps to create your USI – go to www.usi.gov.au and follow the steps. The following steps show how you can create a USI:

Step 1 Have at least one and preferably two forms of ID ready from the list below:

Driver’s Licence

Medicare Card

Australian Passport

Visa (with Non-Australian Passport) for international students

Birth Certificate (Australian)

Certificate Of Registration By Descent

Citizenship Certificate

Immi Card

IMPORTANT: To make sure we keep all of your training records together, the USI will be linked to your name as it appears on the form of ID you used to create the USI. The personal details entered when you create a USI must match exactly with those on your form of ID.

If you do not have proof of ID from the list above, you can contact your training organization about the other forms of ID they can accept to help you get a USI.

Step 2 Have your personal contact details ready (e.g. email address, or mobile number, or address).

Step 3 Visit the USI website at: usi.gov.au.

Step 4 Select the ‘Create a USI’ link and follow the steps.

Step 5 Agree to the Terms and Conditions.

Step 6 Follow the instructions to create a USI – it should only take a few minutes. Upon completion, the USI will be displayed on the screen. It will also be sent to your preferred method of contact.

Step 7 You should then write down the USI and keep it somewhere handy and safe.

http://www.usi.gov.au/


Privacy Policies and Complaints

Students can find further information on how the Registrar collects, uses and disclose the personal information about you in the Regsitrar’s Privacy Policy by contacting the Office of the Student Identifiers Regstrar on 13 38 73 or visiting the USI website: www.usi.gov.au. The registrar’s Privacy Policy contains information about how a student may access and seek correction of the personal information held about them and how they may make a complaint about a breach of privacy by the Registrar in connection with the USI and how such complaints will be dealt with. Students may also make a complaint to the Information Commissioner about an interference with privacy pursuant to the Privacy Act, which includes the following:

Misuse or interference of or unauthorised collection, use, access, modification or disclosure of USIs; and

A failure by CHP School of Hospitality destroy personal information collected by the student only for the purpose of applying for a USI on their behalf.

CHP School of Hospitality, its staff, and contracted staff are to adhere to the principles and practise of Equity in Education and Training. Students will be assessed on their eligibility for the service being provided. Selection will comply with equal opportunity legislation.

1.4 Booking Terms and Conditions Course booking terms and conditions are specified on CHP School of Hospitality website and our student handbook. All published course fees are inclusive of administration fees.

Other Possible Fees

Course materials printing fee

*Reassessments

Rescheduling

Fee

Recognition of Prior Learning

(Non-refundable)

Re-issue a

qualification or Statement of Attainment

FSS

(SOA + NSW Food

Authority Certificate)

Learner Guide: $10 PPT slides: $10 Learner Workbook:$10

Exam: $50 Practical Activities: $100

Refer to Refund Policy below

$550 per unit

$25

$55

* Re-assessment: If you are assessed as not competent for a unit of competency, a free re-assessment will be offered. If you are assessed as not competent again, a re-assessments fee will be applied as above. If you are assessed as Not Yet Competent for the third time, you will be required to pay the full unit of competency fee to attend the full course again. Tuition, other fees and charges are subject to review and/or change at CHP School of Hospitality discretion. CHP School of Hospitality will advise the students of these changes prior to enrolment. For short courses, course fees must be fully paid prior to the course commencement.

http://www.usi.gov.au/


Full Qualification Tuition Payment Plan (Fee-for-Service) CHP School of Hospitality allows a student to pay their tuition fee by instalments for full qualification course. CHP School of Hospitality complies with Clause 7.3 of the Australian Skills Quality Authority’s (ASQA) User’s Guide: Standards for Registered Training Organisations (RTOs) 2015 where CHP School of Hospitality will not require a prospective or current learner to prepay fees in excess of a total of $1500. Students will be given two (2) weeks’ notice of their next instalment due date. Failure to pay the instalment by the due date will result in a letter suspension being issued to the student.

Timeline Upon enrolment 3 months after enrolment 3 months after 1st instalment

Payment Plan Deposit $1,500

1st instalment 50% of the outstanding fee

2nd instalment The rest of the outstanding fee

If you have any difficulties with payments, please consult our officer by contacting our administration office.

Smart and Skilled Programs CHP School of Hospitality Smart and Skilled traineeship and apprenticeship programs and CHP

School of Hospitality Smart and Skilled Partial Attributes Set programs (PAS Programs) and are

under NSW government funding. Eligible candidates will be able to enrol in the course under

government funding without paying any tuition fee out of pocket.

To apply for Smart and Skilled programs, applicants must meet the Smart and Skilled eligibility criteria: https://smartandskilled.nsw.gov.au/are-you-eligible

Payment Methods Accepted methods of payment are Cash, EFTPOS, debit card, major credit cards or cheque made payable to ‘CHP School of Hospitality’. Fees may be paid in person at Club Reception (Cash and Card) or over the phone by debit and credit card or online by debit and credit card. To secure your place the enrolment fee should be paid at least 2 weeks prior to course start date.

Cancellations by CHP School of Hospitality In the unlikely event that CHP School of Hospitality cancels a course prior to the publicised start date or cancels a commenced course, a full refund will be made within 10 working days of that cancellation. Enrolees in cancelled courses will not be entitled to compensation over and above fees actually paid to date.

https://smartandskilled.nsw.gov.au/are-you-eligible


CHP School of Hospitality reserves the right to cancel workshop courses at any time if insufficient numbers are enrolled.

1.4.1 Fee Refund Policy and Procedure (Fee-for-Service)

Full Qualification Course Refund Policy

Student must arrive on time for the course to commence. Students who arrive 15 minutes after start time will not be accepted into the class.

All students must bring ID for verification of identify.

All students must provide valid Unique Student Identity (USI) number.

Certificates cannot be issued until all related assessment activities have been satisfactorily completed.

Certificates cannot be issued until all AVETMISS and USI information has been confirmed.

Cancellation:

Cancellation 10 working days prior to course = full refund

Cancellation 5 working days prior to course = $50 cancellation fee

Cancellation less than 5 working days prior to course = no refund

No cancellation after course start date

No attendance = No refund

No other refunds will be granted

Note: CHP School of Hospitality reserves the right to withhold issue of qualifications if any fees are

unpaid at the end of your course.

Timeline 10 working days Prior to Commencement

5 working days Prior to Commencement

Less than 5 working days Prior to Commencement

After Commencement

Refund Course fees

100% refund Paid course fee minus $50

cancellation fee

No refund No refund

Rescheduling:

Rescheduling 10 working days prior to course = Free

Rescheduling 5 working days prior to course = $50 administration fee

Less than 5 working days prior to course = 50% of course fee

Less than 48 hours before the course = no transfer accepted

Timeline 10 working days Prior to Commencement

5 working days Prior to Commencement

Less than 5 working days Prior to Commencement

Less than 48 hours prior to Commencement

Rescheduling Fee

Free $50 50% of course fee No transfer accepted


Single Day Course Refund Policy

Student must arrive 30 minutes before the scheduled start time for registration and ID verification as per the course requirements.

If students forget their ID, they will not be accepted into the course and they will need to rebook for the training.

Certificates cannot be issued until all course paperwork requirements have been completed

Certificates cannot be issued until all AVETMISS and USI information has been confirmed.

All courses close for entry 10 minutes after the scheduled start time.

All courses must be completed within 3 months of the original booking date.

If you are sick on the course day, a valid medical certificate must be provided to apply for rescheduling the course or a refund.

Cancellation:

More than 48 hours before the course start time = $25 cancellation fee

Less than 48 hours before the course start time = No refund

Cancellation after course commencement = No refund

No Attendance = No refund

Timeline More than 48 hours prior to scheduled course start time

Less than 48 hours prior to scheduled course start time

After Commencement

Refund Course fees

Paid course fee minus $25 cancellation fee

No refund No refund

Rescheduling:

More than 48 hours before the course start time = $25 administration fee

Less than 48 hours before the course start time = 50% course fee

After course commencement = 50% course fee

Timeline More than 48 hours before the course start time

Less than 48 hours before the course start time

After course Commencement

Rescheduling Fee

$25 50% of course fee 50% of course fee


No refund will be made by CHP School of Hospitality:

Withdraw after commencement: if a student withdraws from a course any time after the commencement date of the course; the balance of any fees still owing will be invoiced.

False or misleading information: No refunds will be given to the applicants or students who provide false or misleading information in their enrolment, withdraw and refund application to CHP School of Hospitality

Suspension and Cancellation: where a student has had their enrolment cancelled by CHP School of Hospitality and where the appeal process has not been sought by the student or the appeals process has been unsuccessful, no refund will apply and the remainder of the fees will be invoiced.

Early completion: if a student completes the course early, the full tuition fees must be paid before a certificate can be issued. If a student extends their course, they will be required to pay additional fees before the commencement of the extended course.

Fail to complete pre-course information: No refunds will be provided for students who are unable to attend their course due to not completing their pre-course information, including Unique Student Identifier number before the course commences.

Procedure for Claiming Refunds All refund claims must be submitted in writing via CHP School of Hospitality’s Refund

Request Form.

All refund applications must be made and signed in person by the student. Where it is not possible for a student to be present in person to claim a refund, the student must send a scanned copy of their signed forms to the RTO Administration officer by email. On receipts of email application, the RTO Administration Officer will verify student’s signatures on records and may also telephone the student to verify student’s identity. No refund will be made on email application until the time when student’s identity has been verified.

All applications for the refund will be authorised by the RTO Manager.

In normal circumstances, CHP School of Hospitality will refund the amount within four (4) weeks after receipt of the completed and signed Refund Request Form.

Payments will be made to students to their nominated bank accounts.

For any refund to be paid to any other person than the students, a written authorisation from the student will be required.


1.4.2 Withdrawing from a Training Program Before you withdraw from a course, we highly recommended that you speak with your trainer or make an appointment to see CHP School of Hospitality RTO Manager. Please also refer to the refund policy above. To withdraw from a unit or a course you will need to complete a Student Withdrawal form.

Student Initiated Withdrawal A student may withdraw from training and assessment services during the time of their enrolment if they no longer wish to continue with the service. Written notification and a completed Withdrawal form must be received by the RTO. The withdrawal form is available on the Useful Forms section of this student handbook. No refunds are offered for withdrawal after the course commencement as per CHP School of Hospitality Refund Policy. Any outstanding fees will be pursued and may be moved to debt collection if no received in a timely manner. Students have a right to receive a Statement of Attainment for any units of competency successfully completed; however a full qualification can only be issued where all units have been successfully completed.

Employer Initiated Withdrawal

If a student leaves the employment of a company that has paid for their enrolment has a right to withdraw studies. It is recommended that the student discuss continuation of their studies with the employer before their departure if they wish to continue. Written notification and a completed Withdrawal form (signed by a manager/HR coordinator) must be received by the RTO. No refunds are offered for withdrawal as per CHP School of Hospitality Refund Policy. Before you withdraw from a course, we highly recommended that you speak with your trainer or make an appointment to see CHP School of Hospitality RTO Manager. Please also refer to the refund policy above.

RTO Initiated Withdrawal

If there is no student communication with the RTO or assessor despite three (3) attempts by any of the parties; or student breaches the expected responsibilities without rectifying and/or managing their misbehaviours will be considered withdrawn from the course. Written notification (email or letter) will be sent to the student advising them that their enrolment has been withdrawn. To continue studies the student would need to re-enrol. No refunds are offered for withdrawal as per the CHP School of Hospitality Refund Policy.


Changes to Enrolment If a student wishes to change from one qualification to another, the first enrolment must be officially withdrawn as per the above rules before a new enrolment can be made. Should a student believe that they have been unfairly withdrawn they will need to submit a Complaint Form or Appeal Form regarding the in accordance with the Complaints and Appeals Policies and Procedures.

1.5 Access and Equity Equal opportunity and access and equity requirements apply to CHP School of Hospitality staff and students who are enrolled in any education program offered by CHP School of Hospitality. Each student has the right to be treated fairly and to conduct their training in an environment that is free from harassment and/or discrimination.

Access and Equity ensures fairness and can be achieved through practices that are free from bias or discrimination. It provides individuals with the opportunity to access, participate in, and, achieve outcomes of vocational education and training. CHP School of Hospitality will treat every student fairly and without discrimination.

CHP School of Hospitality staff will adhere to the principles and practices of equity in education and training. Training services are available to all students regardless of ethnicity, gender, age, marital status, and

sexual orientation, physical or intellectual impairment.

Students will not be denied access to services offered by the RTO where they are deemed eligible for

the service. Students will be individually assessed on their eligibility for the service being provided

and selection will comply with relevant equal opportunity legislation and the selection criteria for

the service.

Whilst practising an open access policy, it is recognised that student eligibility for services may be influenced by:

Government funding/contract requirements

Course pre-requisites, and

Availability of services.

Where limited places are available, client selection is on a first in, first served basis. Sexual harassment is illegal, and will not be permitted and tolerated in the workplace, or in the training environment.


CHP School of Hospitality puts its commitment to access and equity into practice by:

identifying and removing any barriers to access and participation;

ensuring all prospective and current students are informed that CHP School of Hospitality will accommodate their learning needs;

implementing reasonable adjustments as necessary to ensure delivery and assessment of all programs meet individual student needs;

Where possible, implementing a range of support services or appropriate referrals will be provided to participants with special needs;

ensuring all practices are free from discrimination;

ensuring Complaint and Appeal procedures are in place to ensure that any concerns are dealt with immediately and appropriately. (Refer to the Complaints and Appeals Policy & Procedure)

where possible delivering education, training and assessment programs and services that are relevant, accessible, fair and inclusive; and

All students are provided with information about access and equity issues and CHP School of Hospitality’s complaint resolution process. Access and equity principles are communicated to students using CHP School of Hospitality Student Handbook, which can be downloaded from CHP School of Hospitality website www.chpsoh.com.au.

All CHP School of Hospitality students and staff have the right to object to discrimination and harassment in any form, and to complain when such discrimination takes place. For full information on the complaint or appeal process please refer to the CHP School of Hospitality Complaints and Appeals Policy and procedure available at www.chpsoh.com.au.

1.6 Training Guarantee Our training delivery meets national standards and requirements for registration as a training organisation. Accredited training is delivered against competency standards and course outlines set by the relevant training packages. Further information regarding the training packages can be obtained from www.training.gov.au. We guarantee that our training and assessment meet the requirements of the qualification as defined in the Training Package. We can provide support for students in their academic endeavours to assist their goal of gaining qualifications. We cannot guarantee students will complete if they do not attend or complete assessments showing their competence to the qualification as required. Once CHP School of Hospitality commences a course, we guarantee to complete the course delivery and assessment. In the unlikely event that the RTO cannot do this, we have in place a process to protect students in completing the course. In the unlikely event that the CHP School of Hospitality defaults in the delivery of the course, students will be placed in a suitable alternative course. If the student cannot be placed in another course, a full refund will be made within 10 working days of that cancellation.



http://www.training.gov.au/


Students in cancelled courses will not be entitled to compensation over and above fees actually paid to date. CHPSOH will ensure that students are advised as soon as practical of any changes to agreed services including in relation to a change in ownership or any new third party arrangements.

1.7 Complaint and Appeals Policies and Procedures All current and prospective students of CHP School of Hospitality are given access to free, effective

and fair complaints resolution and appeals processes.

Complaint: any type of problem or concern about academic or non-academic matters that you raise

with CHP School of Hospitality, and requires staff to work with you towards a resolution. It could be

to do with your studies, CHP School of Hospitality environment or the behaviour of a student or staff

member.

Appeal: A request to review an adverse decision or an unfavourable outcome that may have arisen

from any administrative, academic or disciplinary processes. An Appeal may be an Internal Appeal or

an External Appeal.

1.7.1 Complaint Policy and Procedure A complaint can be lodged in writing by letter or by email or in person. A student can lodge their complaint with any member of staff but should preferably lodge their initial complaint with the RTO Administration Officer. The student must lodge their complaint with only one member of staff at CHP School of Hospitality. If the complaint needs to be escalated, the staff member will follow the complaint policy. A written record of the complaint will be kept on the student file. The student will have the opportunity to formally present their case at no cost. The student may be accompanied and assisted by a support person to present their case at any relevant meeting, if required. CHP School of Hospitality will investigate and respond to all complaints lodged by a student in a fair, transparent and professional manner. The process will commence within 10 working days of the formal lodgement of the complaint and supporting information and all reasonable measures will be taken to finalise the process in the shortest possible time. If the nature of the complaint requires immediate action, that staff member receiving the complaint will forward the matter directly to the RTO Manager. CHP School of Hospitality treats all complaints in confidence and will seek the permission of the student before discussing the complaint with any party mentioned or named in the complaint. The student will be given a written statement of the outcome, including details of the reasons for the outcome.

CHP School of Hospitality staff authorised by the Chief Executive Officer (CEO) can respond to a complaint.


If the process results in a decision that supports the student, CHP School of Hospitality will

immediately implement the decision or preventive actions required and advise the Student of the outcome. Students who are not satisfied with the outcome of their complaint may appeal the decision according to CHP School of Hospitality’s Internal Appeal Process or choose to lodge an External Appeal with an appropriate agency if they wish to do so. If the student chooses to access CHP School of Hospitality’s internal complaint and appeals processes, their enrolment will be maintained while the process is ongoing. If any internal or external complaint or appeal process results in a decision or recommendation in favour of the students, CHP School of Hospitality shall immediately implement such decision or recommendation, and undertake a quality review process to correct/improve the processes and prevent future occurrences. All the outcomes of a complaint or an appeal process will be notified to students within seven (7) working days, and copies of correspondences kept on student file for record. CHP School of Hospitality shall maintain a Complaints and Appeals Register to record all instances of complaints and appeals and use this data for quality and continuous improvement purpose.

Academic Review

All students have the right to request an academic review. Where a student is dissatisfied with the outcome/result of assessment of an assignment and/or an examination, the student should discuss this informally in the first instance with their Trainer/Assessor.

If the issue cannot be resolved informally, a student may submit a request for a formal academic review in writing to the RTO Manager within twenty (20) working days of receiving the reviewed academic result. The request must outline why the student has requested a formal review of the result. The RTO Manager will seek to resolve a formal academic review through the appointment of an independent and impartial educator to investigate and make a recommendation. The RTO Manager will make the final decision on all formal academic reviews.

All parties involved in any formal academic reviews will be advised in writing of the outcome and the reasons for the decision within twenty (20) working days from the date the review was lodged. If a student’s formal academic review is successful, the academic result will be amended. Where a formal academic review is not upheld by the RTO Manager, the student will be advised in writing of the option to access the appeals procedure.


Student Complaint Procedure Flow Chart

Training Assessment

Re-assessment Academic

Concerns

Talk to

Trainer/ Assessor

End

Resolved

Yes

No

Complete

Complaints Form

RTO Manager

Resolved

No

External Complaint Options

Non-

Academic

Harassment Discrimination

Unprofessional Conduct

Talk to

Admin Officer

Resolved

CHPSOH: To record in the Complaint and

Appeal Register

Yes End


1.7.2 Appeals Policy and Procedure CHP School of Hospitality is committed to providing fair, safe and productive study environment to

all it students. Consideration of appeals will be dealt with fairly, consistently, promptly, with

sensitivity to all parties and in accordance with CHP School of Hospitality’s policies and quality

principles.

CHP School of Hospitality will appoint an Appeals Committee comprising of at least three of the

following senior staff members;

CEO

RTO Manager

Compliance Manager

RTO Administration Officer

Human Resource Manager

All the appeals will be heard by The Committee on a designated date. Minutes of the meeting will be

taken and filed.

Student enrolment will be maintained while the appeals process is ongoing.

Students will be advised of their right to access an external appeal process with appropriate agencies

if they are not satisfied with CHP School of Hospitality’s internal Complaint and Appeals processes of

conduct of such processes.

If any internal or external appeal results in a decision or recommendation in favour of the student,

CHP School of Hospitality shall immediately implement such decision or recommendation, and

undertake a quality review process to correct/improve the processes and prevent future

occurrences.

All the outcomes of an appeal process will be notified to students within seven (7) working days, and

copies of correspondences kept on student file for record.


Student Appeal Procedure Flow Chart

Appeal

Context Meet RTO Manager

Discuss (Informal) and Consider Options

Resolved

No

Lodge a Formal Appeal

Appeals Committee Convenes

Case is reviewed AND Final decision is made

Resolved

No

External Complaint Options

YES End

YES End

Student Appeals Form

To record in the Complaints and Appeals Register

Refer to Appeals Committee


1.7.3 External Complaints and Appeals There is an external complaint/appeal process available to students if they have exhausted CHP School of Hospitality’s internal complaint and appeal procedures and still feel unsatisfied. CHP School of Hospitality agrees to be bound by the independent mediator’s recommendations and the CEO, or their nominee, will ensure that any recommendations made are implemented within 30 days of receipt of the mediator’s report. Each complaint, grievance, appeal and its outcome will be recorded in writing and each party to the complaint is given a written statement of the complaint/appeal outcomes, including reasons for the decision. Students may also seek legal redress through the usual court processes if they feel unsatisfied. They may also approach other agencies relevant to their specific situation;

The Privacy Commissioner

The Equal Opportunity and Human Rights Commissions

Department of Education and Training Students may choose to contact the Australian Skills Quality Authority Australian Skills Quality Authority (ASQA) Post: GPO Box 9928, Melbourne, VIC 3001 Phone: 1300 701 801 Email: [email protected] Website: www.asqa.gov.au


http://www.asqa.gov.au/


1.8 Privacy CHP School of Hospitality is committed to protecting students’ privacy and personal information.

Privacy Principle

Personal information is collected from individuals in order that CHP School of Hospitality can

carry out its business functions. CHP School of Hospitality only collects and stores

information that is directly related to its business purposes and legal requirements of

providing nationally recognised training and assessment.

In collecting personal information, CHP School of Hospitality complies with the requirements

set out in the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth) which

updates the Privacy Act 1988 (Cth) and ensures compliance with the Australian Privacy

Principles (APPs) set out in the Privacy Act and regulations of the state in which CHP School

of Hospitality operates.

This means CHP School of Hospitality ensures each individual:

Knows why their information is being collected, how it will be used and who it will be

disclosed to and provided:

o the mandatory Privacy Statement and Student Declaration as required under the Data Provision Requirements 2012

o relevant State Government VET Student Enrolment Privacy Notice (NSW Smart and Skilled)

o USI Privacy Notice o NCVER specific to the collection of statistical data gathered from student surveys

Is able to access their personal information upon request.

Does not receive unwanted direct marketing.

Can ask for personal information that is incorrect to be corrected.

Can make a complaint about CHP School of Hospitality if they consider that their

personal information has been mishandled.

Collection of Information

In general, personal information will be collected through course application, Pre- training

review, enrolment forms, and training and assessment records.

The types of personal information collected include:

personal and contact details

proof of identification

employment information, where relevant

Language Literacy and Numeracy proficiency for students, including the name of the test and the score received

background information collected for statistical purposes about prior education, schooling, place of birth, disabilities and so on

training, participation and assessment information

fees and payment information, where relevant

information required for the issuance of a USI


Unique Student Identifier (USI)

All students participating in nationally recognised training from 1 January 2015, are required

to have a Unique Student Identifier (USI) and provide it to the RTO upon enrolment.

Alternatively, the RTO can apply for a USI on behalf of an individual.

The Student Identifiers Act 2014 authorises the Australian Government’s Student Identifiers

Registrar to collect information about USI applicants. When the RTO applies for a USI on

behalf of a student who has authorised us to do so, we need to collect personal information

about the student which will be passed on to the Student Identifiers Registrar. This will

include:

name, including first or given name(s), middle name(s) and surname or family name date of birth

city or town of birth country of birth gender contact details, so the Student Identifiers Registrar can provide individuals with their

USI and explain how to activate their USI account.

In order to create a USI on behalf of a student, CHP School of Hospitality will be required to verify the identity of the individual by receiving a copy of an accepted identification document. This document will only be used for the purposes of generating the USI and confirming the identity of the individual with the Registrar. Once the USI has been generated and validated, the identity documents used or collected for this purpose will be securely destroyed.

The information provided by an individual in connection with their application for a USI: is collected by the Registrar as authorised by the Student Identifiers Act 2014 is collected by the Registrar for the purposes of:

o applying for, verifying and giving a USI o resolving problems with a USI o creating authenticated vocational education and training (VET) transcripts

may be disclosed to: o Commonwealth and State/Territory government departments and agencies

and statutory bodies performing functions relating to VET for: the purposes of administering and auditing VET, VET providers and

VET programs education related policy and research purposes to assist in determining eligibility for training subsidies

o VET Regulators to enable them to perform their VET regulatory functions o VET Admission Bodies for the purposes of administering VET and VET

programs o current and former Registered Training Organisations to enable them to

deliver VET courses to the individual, meet their reporting obligations under the VET standards and government contracts and assist in determining eligibility for training subsidies

o schools for the purposes of delivering VET courses to the individual and reporting on these courses


o the National Centre for Vocational Education Research for the purpose of creating authenticated VET transcripts, resolving problems with USIs and for the collection, preparation and auditing of national VET statistics

o researchers for education and training related research purposes o any other person or agency that may be authorised or required by law to

access the information o any entity contractually engaged by the Student Identifiers Registrar to

assist in the performance of his or her functions in the administration of the USI system

o will not otherwise be disclosed without the student’s consent unless authorised or required by or under law

The consequences to the student of not providing the Registrar with some or all of their personal information are that the Registrar will not be able to issue the student with a USI, and therefore CHP School of Hospitality will be unable to issue a qualification or statement of attainment.

Storage and Use of Information

CHP School of Hospitality will store all records containing personal information securely and take all reasonable security measures to protect the information collected from unauthorised access, misuse or disclosure. Personal information will be stored in paper-based files that are kept in a secure location (locked filing cabinets/locked compactor) and electronically in a secure environment to which only authorised staff have access.

The personal information held about individuals will only be used to enable efficient student administration, provide information about training opportunities, issue statements of attainment and qualifications to eligible students, and to maintain accurate and detailed records of student course participation, progress and outcomes.

CHP School of Hospitality may use the personal information provided by an individual to market other internal products and services to them. An individual may opt out of being contacted for marketing purposes at any time by contacting our office. Information will not be passed onto any third party marketing companies without the prior written consent of the individual.

Disclosure of Information

The personal information about students enrolled in a Course with CHP School of Hospitality

may be shared with the Australian Government and designated authorities, such as ASQA

(the RTO’s registering body) and its auditors, the USI Registrar (as per above), DET and the

National Centre for Vocational Education Research (NCVER). This includes personal details,

contact details, course enrolment information, unit outcomes, AQF certification and

statement issuance and information about training participation and progress.

CHP School of Hospitality will not disclose an individual’s personal information to another

person or organisation unless:

o They are aware that information of that kind is usually passed to that person or

organisation.

o The individual has given written consent.


o The RTO believes on reasonable grounds that the disclosure is necessary to prevent

or lessen a serious threat to the life or health of the individual concerned or another

person.

o The disclosure is required or authorised by, or under, law.

o The disclosure is reasonably necessary for the enforcement of the criminal law or of

a law imposing a pecuniary penalty, or for the protection of public revenue.

Any person or organisation to which information is disclosed is not permitted to use or

disclose the information for a purpose other than for which the information was supplied to

them.

Access to and Correction of Information

Individuals have the right to access or obtain a copy of the information that the RTO holds

about them including personal details, contact details and information relating to course

participation, progress and AQF certification and statements of attainment issued.

Requests to access or obtain a copy of the records held about an individual must be made by

contacting our office using the Request to Access Records Form. The individual must prove

their identity to be able to access their records.

There is no charge for an individual to access the records that the RTO holds about them;

however, there may be a charge for any copies made. Arrangements will be made within 10

days for the individual to access their records.

Complaints about Privacy

Any individual wishing to make a complaint or appeal about the way information has been handled

within CHP School of Hospitality can do so by following CHP School of Hospitality’s Complaints and

Appeals Policy and Procedure.


2. Training and Assessment

2.1 Learning Environment CHP School of Hospitality has policies, procedures and information to help create a working and

learning environment that is safe and healthy, culturally diverse, friendly and non-discriminatory.

We encourage you to visit the student Information section of our website to view all relevant

policies and procedures.

You can access these documents by going to www.chpsoh.com.au selecting the ‘Student Information’

tab, then ‘Student Handbook’ and / or all listed policies and procedures.

2.2 Training Programs CHP School of Hospitality offers one day short courses, partial qualification training programs, full-length qualification and traineeship and apprenticeship training programs in different areas including Leadership and Management, Director Training, Hospitality and Commercial Cookery. CHP School of Hospitality training programs are offered in various modes of delivery including classroom, workplace (traineeship and apprenticeship) and blended mode. CHP School of Hospitality also offers customised training and recognition services for the registered clubs industry. All Nationally Recognised Qualifications that we are approved to deliver are located at https://training.gov.au/Organisation/Details/6871. We encourage you to visit the student Information section of our website to view all relevant course

information.

You can access these documents by going to www.chpsoh.com.au selecting the ‘Student Information’

tab, then ‘Course Handbook’.

2.3 The Trainers / Assessors CHP School of Hospitality staff are an integral part of our student’s journey towards growth. From

the time you apply to the time that you graduate, you will be assisted by staff who provide you with

a quality service.

All our Trainer/Assessors are highly qualified, dynamic and experienced industry professionals who

consistently model best practice and who are committed to optimising your ability to meet course

requirements. All Trainer/Assessors are required to provide CHP School of Hospitality with recent

evidence of industry currency, competency and professional development.


https://training.gov.au/Organisation/Details/6871



2.4 Learning Resources

Students will be supplied learning resources on commencement of their training. These resources

will be extremely useful for students in the understanding of course content and completion of

assessment tasks.

CHP School of Hospitality learning resources will either be provided in hard (paper) copy or accessible in a soft copy (an USB may be provided).

2.5 Classroom Conduct A mature attitude in respect to classroom conduct is expected of all students. Students are expected to be punctual for lessons. Students are expected to comply with all CHP School of Hospitality’s policies, procedures, guidelines,

directive, and quality initiatives at all times during their enrolment at CHP School of Hospitality.

Students will be asked leave if they disrupt, bully, harass or interrupt other students learning.

If you bring food and drink, you will need to ensure they are inside of a bag. You are not allowed to

consume the food and drink you brought during the course of training. You can only consume the

food and drink you brought in the allocated break times on the premises.

Mobile telephones must be switched off during class. You may receive or make a telephone call only

during a break.

2.6 Language, Literacy and Numeracy (LLN) CHP School of Hospitality recognises that students come with a vast range of skills, experiences,

motivations and capacity to deal with the challenges required when commencing training. With this

view, CHP School of Hospitality will ensure that students are supported through completion of their

training in all aspects of Language, Literacy, and Numeracy. CHP School of Hospitality will not

discriminate against students who are identified to need LLN assistance.

LLN needs may be identified through student’s self-assessment (pre-enrolment), during student

induction, and/or trainer/assessors’ recommendations. CHP School of Hospitality will endeavour to

establish students LLN information prior to course commencement. However, should a student’s LLN

needs are not identified until the course has commenced, CHP School of Hospitality will analyse

these needs and provide a strategy for assistance. These needs will be addressed through learning

and assessment activities over the duration of the program.

In certain circumstances where specific levels or degree of LLN requirements or pre-requisites are

essential for a courses or qualification, or for maintaining a safe work environment, CHP School of


Hospitality may not commence enrolment until the required LLN skills are achieved. Where possible,

CHP School of Hospitality may refer students to appropriate levels of English language programs with

external providers depending on the specific needs/requirements of the student.

In developing training and learning materials, CHP School of Hospitality will ensure that respective

LLN requirements of specific units of competency or training packages are integrated into learning

and assessment materials. Accordingly, CHP School of Hospitality will embed LLN principles within its

delivery and learning and assessment tasks based on the specific Employability Skills and training

package requirements.

CHP School of Hospitality will ensure that the training staff members have the required knowledge

and skills to manage with LLN issues as they arise, and engage in professional development activities

within LLN domain.

CHP School of Hospitality will ensure that the training staff members implement appropriate

strategies to assist the students who need LLN assistance with their learning and maintain fairness,

confidentiality, and equality in dealing with them.

CHP School of Hospitality will use a range of LLN assessment tools to determine the required LLN

assistance prior to and after enrolment.

2.7 Recognition of Prior Learning (RPL) and Credit Transfer (CT) What is Recognition?

Recognition is a way that you can have your knowledge and skills assessed against a Nationally

Recognised Qualification or specific Units of Competency. During your life, you may have:

Gained extensive experiences, knowledge and skills from previous job roles.

Undertaken community and volunteer work.

Completed a formal or informal training (in the workplace, at Registered Training

Organisation or University).

CHP School of Hospitality provides the opportunity for all students to apply to have prior learning

and experience recognised toward a qualification or units of competency for which they are enrolled.

Recognition generally takes two forms: Recognition of Prior Learning (RPL) and Credit Transfer (CT).


RPL – Recognition of Prior Learning

RPL is a type of assessment that recognises a person’s skills and knowledge because of previous

work and/or life experience. RPL assesses this unrecognised learning against the requirements of a

unit of competency and removes the need for duplication of learning. A participate is required to

provide evidence to demonstrate their knowledge and skills in a unit of competency. This process is

assessed in the same manner as any other assessment and is mapped to the standard under the

same guidelines according to the relevant training package.

Credit Transfer

Credit transfer is the recognition of learning achieved through formal education and training. This

means that if you have successfully completed a nationally recognised unit of competence at

another Registered Training Organisation that is relevant to your studies and which is equivalent,

you do not have to complete training and assessment for that unit again.

An application for credit transfer must include copies of certificates/transcripts which outline the

units in which credit transfer is being sought. CHP School of Hospitality will only provide transfer on

equivalent units that have been verified with the issuing Registered Training Organisation or the USI

Transcript Service.

How to apply for Credit Transfer or Recognition of Prior Learning If you enrol in a fee-for service training products with CHP School of Hospitality, you are encouraged to apply for Credit Transfer or RPL at any time; however, it is best to apply before commencing a training program as this will reduce unnecessary training and possibly affect your student fee. If you enrol in the Smart and Skilled training programs, you must apply for Credit Transfer before commencing the training program as this will affect the government subsidy under Smart and Skilled programs.

Credit Transfer Any documents you provide us to assess your competency must be either the originals or valid

copies of the originals. We will make copies of your documents and return the originals to you. We

will also ask you to complete an application for credit transfer. The form is accessible at the ‘Useful

Form’ section of this Student Handbook.

There is NO application fee for Credit Transfer.


RPL To receive Recognition of Prior learning we must be able to ensure that:

You have met the requirements of each Unit of Competency contained within the qualification

You have met any regulatory requirements

The evidence you provide is your own work and can be verified or authenticated.

You can demonstrate recent competency, reliably and consistently and to a standard required by the industry

That the evidence provided is sufficient to make a judgement. Before you apply, ask yourself these questions……

Is my knowledge and experience recent and up to date? Have I applied the knowledge and the skills enough to be confident? Can I describe how to perform a particular task? Could I explain key information to someone else? Can I demonstrate key skills to someone else?

If you answered YES to all these questions you should speak to one of our friendly staff to discuss completing your study via our recognition pathway. What is the process?

1. Identifying your current level of competency and gaining status of previous studies 2. Undertaking a learning and assessment plan tailored to meet your needs so that you can

provide quality evidence that you can demonstrate your skills and knowledge against current industry / competency standards

3. Start to gather evidence. Your progress will be monitored by your trainer and regular feedback and support provided. Evidence submitted to trainer and assessor.

4. Depending on the evidence submitted an assessor interview will be conducted either by phone or in person.

5. Following the assessment, your assessor will provide details of skills and knowledge that have been recognised and whether you have gained the full qualification.

6. Your results will be recorded and you will be advised within 5 days following your final assessment.

How to apply RPL? Speak to one of our friendly staff to discuss the process of applying for recognition on (02) 9559 0025. Cost of RPL RPL fee will be applied as per CHP School of Hospitality Booking Terms and Conditions.


2.8 Assessments

Assessment will be flexible and centred on a range of performance criteria including: written documentation (answers to questions/reports etc.), simulated work experiences and observations. Assessments are used to give you feedback on your progress and it measures your skills and knowledge against the qualification requirements. The training you will be undertaking is competency based. All CHP School of Hospitality’s trainers/assessors are bound by a code of practice to ensure assessments are valid, reliable, flexible and fair. It is the trainer/assessor’s responsibility to ensure that all students receive the full scope of information, knowledge and tests required to complete their course successfully. The following types of assessment methods may be used:

Role plays

Presentations

Written questions and answers

Multiples choice

Assignments and/or

Oral questioning

2.8.1 Preparing for Assessment To maximise your performance in assessments you should:

• Be prepared for the assessment

• Ask your trainer/assessor to clarify any questions or tasks of which you are unsure

• Advise you trainer/assessor immediately if there is any factor which will affect your

performance in the assessment or if you have any special need;

• Read the instructions on the assessment task and complete all the identification details;

• Type or write legibly; and clearly.

2.8.2 Copies of Assessments For record keeping requirements, all work that is submitted will be kept with CHP School of

Hospitality for compliance and audit purposes. We will not be responsible for any submissions which

have been lost, stolen or destroyed. It is recommended that you keep duplicate copies of your work

for your own reference or should they be lost in the mail.


2.8.3 Failure to attempt an Assessment As there are several different assessment tasks for each subject, students who do not attempt an

assessment task without a valid reason will risk a withdrawal result for the unit being assessed. This

means that failure to complete an assessment task could jeopardise your ability to complete your

qualification.

However, CHP School of Hospitality understands that there may be valid reasons why a student may

not attempt an assessment task. Students may apply for an alternative assessment or special

consideration if, because of illness or other circumstances (not work-related) beyond their control,

they;

• Miss a formal assessment

• Attend an assessment but are forced to leave before the allocated time has expired

• Finish an assessment, but believe that their performance was affected

• Have difficulty in completing an assessment task.

To be considered, the students must:

Inform CHP School of Hospitality as soon as is practicable and no later than two working days after

the assessment; or

Inform their Trainer/Assessor at the time, if they attempted any part of the assessment; and

Provide external independent evidence of the illness or misadventure in the form of a doctor’s

certificate from a registered medical practitioner or a Police Report or any other documentation that

will support their application.

2.8.4 Marking There are two ways you could be marked depending on the qualification you are being assessed for:

Competency (C) or Not Yet Competency (NYC). You receive a Competent (C) grade only for the unit

that you have successfully completed.

2.8.5 Appeal Process An appeal procedure is available to students who believe the assessment process, or any assessment

event was inappropriately or ineffectively carried out and therefore resulted in an inappropriate

assessment or decision being made.

For more information, please refer to Appeals Policy and Procedures (P24 of this Student Handbook).


2.8.6 Re-Scheduling an Exam Reassessments will need to be booked with CHP School of Hospitality administration team and will

normally attract a fee. Re-assessment fees must be paid prior to the event and receipts must be

presented to the trainer/assessor conducting the reassessment for a student to be admitted.

If a student does not participate in a particular assessment due to a valid reason, they may request

an alternative assessment date. If the rescheduling cannot be conducted during normal class time, a

rescheduling fee may apply.

Examples of valid reasons include: medical problems, emergency situations or illness evidenced by a

medical certificate that must state that the student was unable to attend class. CHP School of

Hospitality reserves the right to request evidence prior to re-scheduling the assessment date. The

request must be presented to the trainer in writing one week prior to the requested re-schedule

date.

If you are assessed as not competent for a unit of competency for the first attempt, a free re-assessment will be offered. If you are assessed as not competent again, a re-assessments fee will be applied. If you are assessment as not competent for the third time, you will be required to pay the rescheduling fee of a 50% of the full unit of competency fee to attend the full course again.

2.8.7 Access and Equity in Assessments

All reasonable steps will be taken to ensure you will be given a fair opportunity to undertake the assessment;

If there are any aspects of the assessment that are unclear and you are not certain about you should speak to the trainer/assessor; and

Should you require a reasonable adjustment of the assessment due to a physical impairment you should discuss this with the trainer/assessor immediately.

Reasonable adjustments may include:

Modifying educational premises. For example, ensuring that classes are in rooms accessible to the person with disability.

Modifying or providing equipment. For example, lowering benches and enlarging computer screens.

Changing assessment procedures. For example, allowing for alternative examination methods such as oral exam, or allowing additional time for someone else to write an exam for a person with a disability.

Changing course delivery. For example, providing study notes or research materials in different formats or providing as sign language interpreter for a deaf person.

2.8.8 Assessment Feedback All assessment tasks undertaken will be assessed and you will be given feedback on your outcomes from these assessments. This feedback will be a constructive discussion and if you are found to be ‘Not Yet Competent’ your assessor will explain to you why, and what you need to do to gain competency. If you do not agree with the decision, you have 10 working days from the date of the assessment has been made to appeal.


2.8.9 Plagiarism CHP School of Hospitality has an expectation that all students produce their own independent work and acknowledge the ideas and material of any authors work. Plagiarism occurs when a student submits an assessment which includes the words or ideas of another person without reference to the original author. Cheating in an exam includes any action or attempted action where the learner seeks to gain an unfair or dishonest advantage academically. Plagiarism is not accepted and where plagiarism is detected, CHP School of Hospitality will assess the evidence as ‘Not Yet Competent’. If the practice continues, CHP School of Hospitality will take suitable action to cancel to training.

2.8.10 Assessment Record All assessment results are stored both in a hard copy and electronically for 6 months after course

completion. A copy of the qualification and the transcript issued is kept electronically for 30 years.

2.9 Quality Control

Assessment means the process of collecting evidence and making judgements on whether

competency has been achieved, to confirm that an individual can perform to the standard required

in the workplace, as specified in a training package or VET accredited course.

Validation is the quality review of the assessment process. Validation involves checking that the

assessment tool/s produce/s valid, reliable, sufficient, current and authentic evidence to enable

reasonable judgements to be made as to whether the requirements of the training package or VET

accredited courses are met. It includes reviewing a random sample of student’s assessments and

making recommendations for future improvements to the assessment tool, process and/or

outcomes and acting upon such recommendations.

CHP School of Hospitality is required to validate the assessor’s decision of a student’s assessment

task. This may mean that from time to time, your assessment/s may be reviewed as part of this

quality control process. The validation selection process includes assessments that have already

been deemed competent by the trainer/assessor. Students need to be aware that where units have

been deemed competent previously and their assessments have been chosen for validation there

may be an obligation for them to undertake rework or additional work to meet the requirements of

the training package.


2.10 Qualifications and Statements of Attainment

CHP School of Hospitality will within 30 calendar days of a student’s course completion, issue and provide a AQF qualification or a statement of attainment to the individual student or their nominated representative who:

Has finished the whole qualification and/or at least one unit of competency;

Does not have any outstanding fees;

Provided CHP School of Hospitality the USI to verify If the student has an outstanding financial account, CHP School of Hospitality will not issue a qualification or statement of attainment to you unless the outstanding amount is paid. If a student does not make a full payment within next 20 working days from the notification date, CHP School of Hospitality will terminate your enrolment without issuing a qualification or statement of attainment.

2.11 Training Feedback

As CHP School of Hospitality has the prime responsibility for monitoring the training, undertaking the assessment and issuing the qualification it is extremely useful to receive feedback. An evaluation feedback form may be forwarded to you at the end of your training. 2.12 Changes to Qualifications you are Studying

From time to time, qualifications and units of competency (units) are changed due to emerging industry requirements. When qualifications or units are upgraded, the ‘old’ qualification/unit is called ‘superseded’. If you want to enrol in a qualification that is superseded and is in its transition period we will provide you with all the information you need to make an informed decision as to if this is the right qualification for you.

If your qualification or some of your units of competency become superseded during the time you are studying, CHP School of Hospitality will offer and encourage you to transfer to the new qualification/unit (once the new qualification/unit is on the CHP School of Hospitality scope of registration). This process is called ‘transitioning.’


3. Student Services

3.1 Getting Advice CHP School of Hospitality aims to ensure that all students are provided with the support needed to

successfully complete their qualification / Courses. If you require help or just need to ask a question,

we would encourage you to talk with your trainer or Administration team as soon as possible.

You can always contact CHP School of Hospitality Administration team on (02) 9559 0025 or email

[email protected].

3.2 Support Services CHP School of Hospitality is committed to providing appropriate support services to students to

enable and provide them an environment, in which each student feels safe and supported.

CHP School of Hospitality shall ensure that appropriate student support services are available to

assist students in completing their studies and reaching their academic goals.

3.2.1 Educational and Support Services It is important to CHP School of Hospitality that you have the support that you need to complete your training courses. The services provided by CHP School of Hospitality to students in order to assist and support the successful achievement of learning outcomes. Services may include (but are not limited to):

Pre-enrolment materials

Referrals to Language, Literacy and Numeracy (LLN) programs

Equipment and resources to increase access for leaners with disabilities

Flexible scheduling and delivery of training and assessment

Learning materials in alternative formats, for example, in large print

Learning and assessment programs contextualised to workplace

Any other services that CHP School of Hospitality considers necessary to support learners to achieve competency



3.2.2 Student Support and Safety CHP School of Hospitality is committed to providing and maintaining an environment that is without

risks to the health, safety and security of CHP School of Hospitality employees and students.

CHP School of Hospitality will achieve this by:

Developing and implementing a Health and Safety Policy

Developing and implementing policies on procedure to prevent and deal with any form of

discrimination, harassment, or vilification of CHP School of Hospitality’s employees and

students

Upholding the Student Code of conduct

Appointing RTO Support Officers to address academic support and related services

Providing referrals to external counselling services to students to deal with issues that are

not within CHP School of Hospitality’s expertise, scope, or authority

Monitoring student course progress and providing academic and administrative support to

all the students within CHPSOH’s policy framework to enable them to achieve their

academic objectives

3.2.3 Student Handbook CHP School of Hospitality Student Handbook is available on CHPSOH’s website www.chpsoh.com.au.

All current and prospective students will be provided with a pre-course information email with a

hyperlink of CHPSOH’s Student Handbook to ensure each student get access to the Student

Handbook prior to course enrolment.

3.2.4 RTO Support Officers

CHP School of Hospitality’s full time RTO Support Officers will provide student support services

including (but not limited to) disabilities and equity issues, financial matters, attendance issues

and medical issues. RTO Support Officers will also coordinate learning and academic support

services in consultation with the RTO Manager.

Students will be able to contact RTO Support Officers by calling (02) 9559 0025 or via

[email protected].

Academic and learning support needs will be referred to RTO Manager. Students will need to

make an appointment to meet the RTO Manager. The RTO Support Officer will, however, ensure

that the required academic support services have been provided to the students through

scheduled learning support sessions and/or activities, and will maintain a regular communication

with the students to obtain feedback.




Other external referrals will be arranged if deemed appropriate by the RTO Support Officer.

There is no fee attached to the referral service. Any cost charged by the external services will be

paid by the students.

All students (One day short course students are exempted) are required to attend an induction

day at the beginning of their studies. The RTO Support Officer shall discuss the provision or

support services and how best the students can avail these services during their study at CHP


3.2.5 Academic and Learning Support

Students may have concerns with their attendance, academic performance or other related

issues that are placing them at risk of not achieving the requirements of their program or

completing within the expected duration. CHP School of Hospitality will, accordingly, provide an

ongoing academic support to students in form of referrals to Language, Literacy and Numeracy

(LLN) programs if needed, course progress intervention and academic support if deemed at risk

of not completing the course on time, scheduled learning and study support sessions, and

academic support for people with disability and learning difficulties.

Students can access CHP School of Hospitality’s student support services by approaching either

the RTO Support Officers or any staff member in their immediate contact. Students will also be

provided with a Student Concern Form and additional information on the relevant policies and

procedures to deal with and report any issues of concern.

All students will have an unequivocal access to CHP School of Hospitality’s resources and an

equal opportunity to access CHP School of Hospitality’s programs, services and resources,

including course and learning materials, access to academic and administrative staff members,

avenues to lodge and resolve complaints, student support services, and access to their

administrative and academic records.

3.2.6 Students with Disabilities

CHP School of Hospitality acknowledges the Disability Discrimination Act 1992 and the Disability

Standards for Education 2005, and its obligation as an education and training provider to

support the rights of students with disability to participate in educational courses and programs

on the same basis as students without disability.

Students who wish to apply for adjustments to teaching or assessment methods on the basis of

a disability should contact RTO Support Officer and bring supporting documents for

consideration of disability (e.g. a letter from your treating professional).


Reasonable adjustments to training and assessment methods are made using the following

principles (Ref: ACARA):

Students with disabilities are subject to the standard rules and policy on assessment and

teaching methods, and assessment is only varied where a student can demonstrate with

appropriate documentation that he/she is disadvantaged as a result of disability.

The nature of reasonable adjustments is such that they are designed to minimise the

disadvantage experienced by students with disabilities, rather than provide students

with a competitive advantage.

Any adjustments to assessment for a student with a disability are to be made in such a

way as to ensure that the fundamental nature of the assessment remains the same i.e.

students with disabilities are still required to demonstrate a pre-determined level of

ability in relation to essential competency requirements.

3.2.7 Students Hardship The requirements of study may present some students with hardship, due to economic, social, or

other difficulties. Where genuine hardship exists, a student may seek permission to review their

workload or other related matters.

To make a request, a student will be required to provide a letter to the RTO Support Officer

describing the reason for their hardship. It is essential to include evidence supporting a claim of

hardship, for example:

Medical grounds: Medical certificates stating nature of condition, duration;

Family situation: Doctor or Counsellor’s report or recommendation, external

community/welfare agency recommendation

RTO Support Officer shall review the request and where necessary arrange a face-to-face meeting to

discuss the issues and provide the required support through internal or external referrals and advice.

3.2.8 Information to Students Information on student support services and procedures for accessing these services, including

contact details of the RTO Support Officer will be made available to all the students through:

Student Handbook

CHP School of Hospitality’s Website

Student Induction Program

Students may access the RTO Support Officer directly (e.g. email, phone), by contacting any

administrative staff or training and assessment staff.


3.3 Reasonable Adjustment Students with a disability or a long-term medical condition, which may have an impact on their

studies, can apply for reasonable adjustment by completing the Reasonable Adjustment Application

Form (See Appendix – Useful Forms).

Student must apply for reasonable adjustment in writing to RTO Administration Team via email

[email protected] at the earliest opportunity upon enrolment or as soon as the condition is

diagnosed to ensure that reasonable adjustment can be made available within required timeframe.

Examples of reasonable adjustment may include but are not limited to:

Accessible class rooms

Course materials in alternate formats – electronic, large print

Use of laptop for assessments

Extra time or extensions for assessments

Alternate assessment methods

Alternate assessment tasks, or

Other adjustments.

Inherent requirements which are the fundamental parts of a course that must be met by all students

in order form them to be deemed competent. They are the abilities, skills and knowledge students

need to complete the course – those components which, if removed, would compromise the

learning outcomes.

Students with disabilities will be provided with reasonable adjustments to enable them to meet

inherent requirements, provided this would not cause unjustifiable hardship to CHP School of

Hospitality as a RTO. However, if a student cannot meet the inherent requirements, even with

adjustments, then they cannot complete the course.

3.4 Interpreting Service CHP School of Hospitality are committed to providing current and prospective students with

language barriers, with advice and support interpreting service to assist with a student’s ongoing

learning and progress through CHP School of Hospitality training courses.

Students identifying language barriers during the enrolment process will be advised by CHP

School of Hospitality staff of the support measures available at CHP School of Hospitality.

Staff will advise students that CHP School of Hospitality allows students who have language

barriers to bring an interpreter to support their learning on the course day. Students need

to arrange interpreting service by themselves at their own costs.



Interpreter can be a friend or relative to support student’s learning on the course day. But

they cannot be present in the assessment process with the student.

If students need an interpreter to be present in the assessment process, the interpreter

must be NAATI approved accredited interpreter.

Trainer/Assessor will be informed by CHP School of Hospitality staff regarding the

interpreting service arrangement details by email.

On the course day, the interpreter will be given an interpreter form to complete and hand it

back to the trainer/assessor.

If the interpreter is NAATI approved accredited interpreter, trainer/assessor must check

their accredited interpreter approval (e.g. NAATI interpreter stamp, interpreter card ect.)

before allowing them to be present in the assessment process with the student.

Trainer/assessor must keep and return their interpreter form with all other course

documents to CHP School of Hospitality admin team for record keeping purpose.

Professional Interpreting Service can be arranged via www.naati.com.au.

3.5 Student Counselling Our administration is your first contact point for assistance. The administration staff will be able to

direct you to the most appropriate person or organization to help you with your problems. You may

contact our administration staff by email: [email protected] or by phoning (02) 959 0025.

We wish to ensure that all students are supported in their studies to the fullest extent possible, thus

anyone who is experiencing any difficulties with their studies should see their trainer, or contact the

administration staff to make an appointment at any time to see our RTO Manager for free advice

and guidance relating to:

Maximising your attendance and attention in class;

Managing your time;

setting and achieving your goals;

motivation;

ways of learning;

coping with assessments;

academic progress

Students are always encouraged to seek the advice of their trainer.

http://www.naati.com.au/



3.6 Replacement Certificate

CHP School of Hospitality has obligation to keep electronic record of issued qualification certificates

for 30 years. In an event that your certificate is lost, stolen or damaged, you can request to get a

replacement of that certificate. You will need to complete a Replacement Certificate Form which is

included in the Appendix – Useful Forms of this student handbook.

CHP School of Hospitality will:

Provide a replacement certificate to any current or previous student who has their certificate lost, stolen or damaged

Request applications in writing for a replacement certificates; students need to complete the Replacement Certificate Form

Charge a fee for replacement certificates as outlined in the Booking Terms and Conditions of this student handbook.

3.7 Access to Student Record

All students have a right to view their own files and may do so upon request to CHP School of

Hospitality administration team by completing a Student Record Access Form (Refer to Appendix –

Useful Forms). Access to a file by a third party other than the student can only be provided with the

written consent of the student.


4. Health and Safety

4.1 General Health and Safety Workplace Health and Safety is designated to protect students from injury and ill health. Trainers

have responsibilities for the safety of all persons in their charge. They will actively take steps to

identify hazards, which could cause harm and take prompt action to remove or control them.

Students must take care of their own health and safety and that of their fellow students to the

extent of their capabilities. This means you must follow all safety rules, procedures and instructions

of trainers or other staff during your day to day training.

General health and safety include but not limited to:

Students and staff should avoid whenever possible, or otherwise carry out carefully and correctly, any lifting.

Students should not leave items/cords or obstructions in walkways or passageways.

Students should wear footwear appropriate for the activities that they expect to undertake.

4.2 Hazard Control and Reporting

Anyone who sees a potential or existing hazard should:

Assess if they can safely remove or reduce the hazard themselves without undertaking any

unnecessary risks

Act to signal or warn of the hazard to those who may be near

Report the hazard to your trainer or CHP School of Hospitality staff member who will

arrange any further control of the hazard required.

4.3 Incident/Accident Reporting CHP School of Hospitality recognises the duty of care owed to its students and that planning for the management of a critical incident is essential. A critical incident is defined as ‘a traumatic event, or the threat of such (within or outside Australia), which causes extreme stress, fear or injury’. CHP School of Hospitality has in place efficient, sensitive and supportive strategies for dealing with a critical incident and provides support to members of staff, students and others in the community who are involved. If the incident is on CHP School of Hospitality premise, the first action will be to contact the

emergency services - fire, ambulance or police – as would be the case with other WHS matters. The

Chief Executive Officer is contacted immediately when an incident involves death, serious injury or a

threat to life or property.


All accidents and injuries must be reported to CHP School of Hospitality Administration Team. Staff

will follow the Procedure for Hazard/Incident Reporting outlined in the Health and Safety Policy and

Procedures. The aim of the reporting system is to prevent accidents from recurring by identifying the

problem or hazard.

4.4 Safety and Emergency

4.4.1 First Aid First Aid Kit is located at the Administration office. Administration will provide you with the name of

the First Aid Officer.

In the event of a student requiring First Aid, a trainer or member of staff will administer First Aid and

the student must complete the Incident Form. Should medication be required, students will be

referred to their own GP or nurse for advice. In the case of an emergency, staff will call an

ambulance and stay with the student until it arrives.

4.4.2 Emergencies

In the Event of Fire

1. Raise the alarm – contact Fire & Rescue (000)

2. Alert other occupants

3. Notify the Chief Warden of the Building and your Trainer

4. Evacuate the immediate area

5. Assemble as directed by the floor wardens and trainers

6. When instructed, evacuate the building.

Evacuation

1. Move to the Assembly Point as directed by floor wardens and trainers

2. When instructed to evacuate, leave by the Fire Stairs/Exits DO NOT USE LIFTS (if applicable) 3. Move quietly and calmly to the Assembly Area

4. Await instructions.

Building Alarms and Other Emergencies

If the building fire alarm rings or if you are advised that there is an emergency in the building: 1. Stay calm

2. Follow the directions of floor wardens and trainers

3. Follow the evacuation procedure if required.


4.5 Alcohol and Drug Free Environment Alcohol and drugs use impairs performance with training and will not be tolerated at CHP School of

Hospitality. Students have a duty to take reasonable care for their health and safety and that of

others.

Students who attend class under the influence of prohibited drugs will be asked to leave the

premises and may face disciplinary action.

4.6 Bullying, Discrimination and Harassment CHP School of Hospitality operates without bias, discrimination or harassment, and expect the same

from all participants in our courses.

We do not behave in ways that are unwelcome, demeaning, unreciprocated and/or offensive to an

individual or group of people, and we require the same from you. You have the right to feel safe and

to have full opportunity to achieve your potential in your study. If you are being harassed seek help

immediately.

There are several options. Choose the course of action you feel most comfortable with. Do not

ignore discrimination or sexual harassment, thinking it will go away – often discrimination just gets

worse and silence may give the impression that discrimination or sexual harassment is acceptable.

You may:

Tell the person they are making you uncomfortable and ask them to stop; or

Make a complaint to one of the staff from Benchmark College; or

Make a complaint under Anti-Discrimination Legislation to:

Anti-Discrimination Board of NSW

http://www.antidiscrimination.justice.nsw.gov.au

http://www.antidiscrimination.justice.nsw.gov.au/


5. Useful Forms

Refund of Course Fees Application Form

Name of Participant:

D.O.B: Contact No:

Course Name:

Course Date: Course Location:

Reasons Refund:

................................................................................................................................

................................................................................................................................

................................................................................................................................

................................................................................................................................

(Attach further details if this is insufficient space)

Course Fees Paid $ Payment Method:

Application Date: Signature:

Office use only

Reason Accepted: Yes No

Total Course Fees Paid $

Deductions Yes $___________ No

Balance of Fees to be refunded $

Comments / Notes:

CHPSOH Staff Name:

CHPSOH Staff Signature: Date:


Student Withdrawal Form

SECTION A: PERSONAL DETAILS (To be completed by Learner) Family name Given name(s) Date of Birth Gender: Male Female Mobile: Email: Title: Home address Postcode Postal address Postcode

SECTION B: COURSE DETAILS (To be completed by Learner) Course Code Course Name Commencement Date: Completion Date: Student Number:

SECTION C: WITHDRAWAL REQUEST (To be completed by Learner) Reasons for withdrawing Too far behind in studies Low assessment results Financial

(please tick) Loss of interest in course Health Personal

Transfer to another course Transfer to another RTO

Obtained employment Other

Applicant’s Declaration:

“I wish to withdraw from all studies with CHP School of Hospitality. I understand that I will forfeit my place in this course if I withdraw and will be required to apply for readmission if I wish to continue my studies at a later date. I understand I will not be entitled to a refund of fees paid to CHP School of Hospitality according to CHP School of Hospitality refund policy. I authorise CHP School of Hospitality to withdraw me from all studies, effective from the date specified below.” SIGNATURE OF LEARNER: ____________________________________ Date: day month year

SECTION D: OFFICE USE ONLY

Student withdrawal approved: YES NO RTO Manager:

SOA provided to student: YES NO

SIGNATURE: _____________________________ Date: day month year

Mr Mrs Miss Ms Other


Student Record Access Form

I hereby request that the CHP School of Hospitality (CHPSOH) provide access to

my personal records to the following identified people:

myself

my employer ............................................................................

my workplace supervisor .........................................................................

other ............................................................................

And/Or

I require the following information to be provided to the above identified people:

reissue of certification awarded to me by the CHPSOH

copies of all my assessment results gained during training at the CHPSOH

copies of all my personal information held on file by the CHPSOH

other ………………………………………………………………………………

I understand that the CHPSOH will require one to two working days to supply

this information.

Signed ........................................ Date ........................................


Student Complaint Form

This form should ONLY be used to lodge an official complaint about a matter which the student has found to be offensive, discriminate or derogatory in any aspect of their student life at CHP School of Hospitality. For reporting general concerns – and not a specific complaint – Please use a separate “Student Concern Form”.

Student Name

Course: Course Location:

Reason for or Nature of

Complaint:

Your Complaint Details

(Please provide as much

details as possible)

Note: Attach any

supporting documents

with this form as

applicable.

Student Declaration

and Signature:

All the information I have provided in this form is true and accurate. I also

understand that this complaint will be dealt with CHP School of Hospitality’s

relevant complaint handling policies and procedures.

Date:

OFFICE USE ONLY

Forwarded to: □ CEO □ RTO Manager

□ Compliance Manager □ RTO Support Officer

Comments of the Person Receiving

the Form and Suggested Action

Signature Date:


Student Appeal Form

Student Given Name Family Name:

Mobile Number: Date of Appeal:

Types of Appeal: □ Academic

□ Non-Academic, please specify:

Details of your grounds for Appeals:

Signature of Student Date:


OFFICE USE ONLY

Comments from RTO Manager:

Comments from RTO Administration Officer:

Comments from other related Department or Staff:


Student Concern Form Use this form to notify the management of any issues that are of concern to you – something that you are worried about – in any aspect of your study experience with CHP School of Hospitality. If you have a specific complaint, please use a separate “Student Complaint Form” and “Student Appeals Form”.

Student Name

Course: Course Location:

Your Concern(s) and

comment(s)

(Please provide as much

details as possible)

Note: Attach any

supporting documents

with this form as

applicable.

For complaints, please

use a separate “Student

Complaints Form” and

“Student Appeals Form”

Student Signature: Date:

OFFICE USE ONLY

Forwarded to: □ CEO □ RTO Manager

□ Compliance Manager □ RTO Support Officer

Comments of the Person Receiving

the Form and Suggested Action

Signature Date:


Reasonable Adjustment Application Form Students with a disability or a long-term medical condition, which may have an impact on their studies, can apply for reasonable adjustment by completing this form. Student must apply for reasonable adjustment in writing to RTO Administration Team at the earliest opportunity upon enrolment or as soon as the condition is diagnosed to ensure that reasonable adjustment can be made available within required time frames.

Title Mr Ms Other (Please specify) Grounds for Reasonable Adjustment:

Given Name:

Family Name:

Date of Birth:

Mobile:

Email:

Full address:

Course:

STUDENT DECLARATION

I declare that the information provided in this form is accurate.

I have read and I understand the information about the

reasonable adjustment process as outlined in the Student

Support Policy.

Evidence Provided

(e.g. a report from a medical practitioner):

Signature: Date:

OFFICE USE ONLY Adjustment Sought:

Received by: Received Date:

Reviewed by: Date:

Approved Declined Form saved in Student File

Comments and Outcomes:

Privacy: We recommend that you read the CHP

School of Hospitality’s Privacy Policy published on

our website www.chpsoh.com.au



Credit Transfer Application Form

Section A Personal Details

Given names: Family name:

Preferred phone number: Email:

Section B CHPSOH course for which you are applying for credit transfer

Course/Qualification Name:

Qualification Code (if applicable):

Section C Details of credit – Details of previous study for which credit is sought (photocopy this page if you need to record additional units)

Course name: Did you complete the course?

□ YES □ NO

Training Organisation name:

Details of previous study Office use only – Compliance Manager approval

Unit code Unit name Year completed

Approved (Y/N)

Declined (Y/N)

Signature:

Please turn over to complete the Applicant’s declaration on next page


Section D Applicant’s declaration PRIVACY STATEMENT: CHPSOH is collecting your personal information in accordance with CHPSOH policies and procedures to manage your enrolment, training progress, and administration. For specific cohorts of students and as a matter of routine, your personal information (including attendance details, progress and results) will be disclosed to

The National Centre for Vocational Education Research and the Department of Industry in accordance with the National Vocational Education and Training Regulator Act 2011 for the purposes of national statistical data collection, and to provide information for your Unique Student Identifier account; and the national VET and higher education regulators in accordance with the Standards for Registered Training Organisations 2015 to assist with the monitoring and regulation of the vocational education and training.

Personal information collected may also be disclosed to third parties with your consent or as permitted or required by law. Your information will be stored securely. If you wish to access or correct any of your information, discuss how it has been managed, or have a concern or complaint about the way your personal information has been collected, used, stored, or disclosed, please contact CHPSOH administration team. For those students who require assistance in reading and understanding this Privacy Statement, please contact CHPSOH administration team prior to enrolling.

Section E Applicant’s declaration

I warrant that the information on this form is correct and complete. I acknowledge the provision of incorrect information or withholding of relevant information relating to my application, including academic transcript/s might invalidate my application.

I have read the CHPSOH statement on privacy and the purposes for which my personal information will be used.

I authorise CHPSOH to obtain further information with respect to my application.

I agree to abide by the policies of CHPSOH. Signed: Date:

Section F Office use only

Full name of staff member processing application: Date received:

Application: □ Checked Date: □ Sent for approval Date:

Sent to:

Staff Signature:

Student advised of outcome: □ Yes □ No

Student advised by:

□ Photocopy of this page

□ Letter

□ Email

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RPL Application Form

Section A Personal Details

Full Name:

Date:

Mobile:

Email:

Address:

Qualification / Course:

Section B Application and Declaration

Student:

I wish to apply for Recognition of Prior Learning for the units of competency listed below. I have attached original copies of certificates I have achieved previously from other courses and

training providers. I declare that certificate documentation supplied is legitimate, true and correct. I understand that the Assessor will verify my certification documentation for validity. I agree to pay the fee of $550 per unit for document administration and additional assessment (if

necessary) that is required for me to confirm competency. I understand that the RPL process is an assessment only process whereby I submit evidence. I understand that there is no training or learning guide provided to me in this process and that I am

using this process to fast track my certification. I understand that CHP School of Hospitality is not responsible for searching, or discovering any

information or supporting evidence. I understand that I am responsible to supply all supporting evidence and information required by CHP

School of Hospitality and I shall pay any additional search and discovery fees incurred as a result of insufficient evidence being provided.

I understand that I shall not be entitled to any refund of fees in the event that I do not meet the competency standards and that any further training and assessments I require shall be at my expense at the current CHP School of Hospitality rate.

I have supplied a copy of my recent CV / Resume to demonstrate my industry experience and education.

I, _____________________ have read the RPL and Credit Transfer Policy and understand that if this application is successful that a RPL pack will be provided to me for the relevant units of competency, at a briefing session. I understand that I will only receive RPL for those units upon successful submission of all requirements as outlined in the RPL Pack for each unit.

Student Signature:

Date:


Section C Workplace Referees who can support my RPL Application

Referee 1 – Name and Contact Details:

Referee 2 – Name and Contact Details:

Section D Units / Modules Outcome

Unit Code

Unit Name Assessor Only

Evidence Supplied

Evidence Verified

Progress to RPL Pack

Assessor Initial

Section E Assessor Endorsement

I declare that the Student has provided sufficient evidence and/or documentation to warrant that the student may progress through RPL process for the above noted units / modules.

Assessor Signature:

Date:

Section F Admin Use ONLY

VETTRAK updated:

YES NO

Date:

Initials:

Student File updated:

YES NO

Date:

Initials:


Interpreter Consent Form

This letter advises that ______________________________________________ Participant Name

is a participant attending the ___________________________ on ___________ Course name Date

at CHP School of Hospitality -- 20-26 Canterbury Road Hurlstone Park or at ______________________________________________________________ The following person acted as an interpreter for the above mentioned participant. Name of interpreter:

Signature of interpreter:

Date:

NAATI Accredited ___________Yes _____________No Signature of Participant:

Date:

Name of Trainer/Assessor:

Signature of Trainer/Assessor:

NAATI Accreditation Sighted ______Yes _______No Date:


Incident Report Form

CHP School of Hospitality administration team must be informed as soon as possible by the first response staff member if there is an incident/accident. The first response staff member must complete this form as soon as possible.

TYPE OF INCIDENT

Injury to staff Student misbehave Fire

Property damage Theft/loss Assault

Injury to student Environmental damage Accident

If other, please specify:

DETAILS OF INCIDENT

Date: Time:

Location:

Brief description of the incident:

What was the action take and by whom:

Was the response effective: YES NO

Follow-up action required? YES NO

If yes, please specify:


Person(s) involved (Include everyone who is somehow related to the incident)

Name Contact Number Name Contact Number

Please attach additional pages if you need more space. This report is true and accurate reflection of the incident

First Response Staff Sign: Date:

CHPSOH Management

Date and Time incident reported to CHPSOH management

Date: Time:

All details provided: YES NO

Corrective action required:

YES NO If yes, please specify:

Sign: Date:


Change of Details Form This application form is to be completed by learners who are requesting change of personal details.

No fee will be applied for change of details.

Relevant support documents must be provided.

All copies of documents must be certified.

Request to change: (Please tick one or more)

Name: DOB: Email: Postal address: Gender:

CURRENT DETAILS

Student Number:

Date of Birth:

Family Name:

Given Name(s):

Email Address:

Postal Address:

State Postcode

Prefix: Mr / Mrs / Miss / Dr etc.

Gender: Male Female Indeterminate/Intersex/Unspecified

DETAILS TO BE UPDATED (PLEASE ADD CHANGED DETAILS ONLY)

Family Name:

Given Name(s):

Date of Birth:

Email:

Postal Address:

State Postcode

Prefix: Mr / Mrs / Miss / Dr etc.

Gender: Male Female Indeterminate/Intersex/Unspecified

THE FOLLOWING DOCUMENTATION IS REQUIRED Please provide CERTIFIED COPIES (see over page)

Change of Name (2 of the below, one showing previous name and one showing new name)

Date of Birth

Gender

Birth Certificate Passport

Marriage Certificate Driver License

Passport

Birth Certificate

Doctor/Psychologist Certificate

Passport

STUDENT SIGNATURE:

DATE:

ADMINISTRATION OFFICER USE ONLY

Documentary evidence sighted (and attached) Officer name: __________________ Date: ___________ Signature:

Details changed Officer name: __________________ Date: ___________ Signature:


Guidelines for Change of Details Form

Certified documentation

All copies of documents must be certified. CHP School of Hospitality accepts documents that have

been certified by:

An authorised person of a tertiary or higher education institution who will sign and stamp

the copies. Student Hubs staff can perform this service.

A Justice of the Peace, who will stamp and sign the copies and include the name, registration

number and state of registration.

A person currently employed as:

o an accountant

o a bank manager

o a credit union branch manager

o a barrister, solicitor or attorney

o a police officer of the rank of sergeant or above

o a postal manager

o a principal of an Australian secondary college, high school or primary school.

Each certified copy must include an official stamp from the notary's employing institution.

Change of Name

Please provide 2 forms of identification from the below list, one must show previous name and

one must show current (new) name;

Birth Certificate

Passport

Marriage Certificate

Driver License

Date of Birth

Please provide one of the below:

Birth Certificate

Passport

Gender

Unspecified is the officially recognised gender classification for individuals who do not identify

as male or female. You are required to provide Doctor/Psychologist certificate supporting this

gender classification.

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