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STUDENTHANDBOOK

training

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Education and Training, 30-32 Wentworth Avenue, Sydney 2000, Phone: (02) 9264 2343, Fax: (02) 9267 9190, Website:

www.reinsw.com.au

Written: Carolyn Willis

Amended By: Carolyn Willis

Date: 6 July 2015

Version: 4.3

Published by: Real Estate Institute of NSW

30-32 Wentworth Avenue

SYDNEY SOUTH, NSW, 2000

Telephone: (02) 9264 2343

Facsimile: (02) 9267 9190

Website: www.reinsw.com.au

This publication may not be reproduced by any process, electronic or otherwise, in any form,

without the prior written permission of the REINSW, except as permitted under the Copyright

Act 1968.

http://www.reinsw.com.au/

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TABLE OF CONTENTS

CHAPTER 1 – INTRODUCTION ................................................................................................ 5

About This Handbook ......................................................................................................... 5

About REINSW ................................................................................................................... 5

Commitment to Students ..................................................................................................... 7

About The Education & Training Department ...................................................................... 7

Legislation, Policies and Procedures ................................................................................... 8

Induction - Classroom Students .......................................................................................... 9

Induction - ELearning Students ..........................................................................................10

Induction - Traineeship Students ........................................................................................10

Student Rights & Responsibilities ......................................................................................11

CHAPTER 3 – COURSE INFORMATION .................................................................................12

Enrolment Procedures .......................................................................................................12

Unique Student Identifier (USI) ..........................................................................................13

Protection of students privacy ................................................................................................14

Your privacy ...........................................................................................................................14

Training Fees .....................................................................................................................14

Cancellation, Transfer & Refund ........................................................................................17

Course Delivery Modes ......................................................................................................19

Classroom ..........................................................................................................................20

ELearning ..........................................................................................................................20

Traineeship ........................................................................................................................21

Recognition of Prior Learning (RPL) ...................................................................................22

RPL Process ......................................................................................................................24

Blended Learning ...............................................................................................................25

Course Completion Time Frames ......................................................................................25

Course Completion Time Frames ......................................................................................26

CHAPTER 4 – ASSESSMENT ..................................................................................................27

Assessment Pathways .......................................................................................................27

Conducting Assessment ....................................................................................................28

Assessment Requirements ................................................................................................29

Student Assessments ........................................................................................................30

Assessment Resubmission ................................................................................................31

Training & Assessment Complaints & Appeals ..................................................................32

Complaints .........................................................................................................................32

Assessment Appeals .........................................................................................................33

Declaration .........................................................................................................................34

Assessment Moderation Strategy ......................................................................................35

Issuing of Qualification Certificates and Statements of Attainment .....................................35

Reissued Qualification Certificate/Transcript Fees .............................................................37


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CHAPTER 5 OFFERED TRAINING ..........................................................................................38

Getting Started - Certificate of Registration ........................................................................38

CPP30211 Certificate III in Property Services (Agency) - Traineeships ..............................39

Essentials Series – Licensing (Units of Competency from CPP40307 Certificate IV in

Property Services (Real Estate) .........................................................................................40

Auctioneers Specialised Essentials – CPPDSM4004A Conduct Auction ............................41

Buyers Agent .....................................................................................................................42

On-Site Property Management ...........................................................................................42

Continuing Professional Development (CPD) .....................................................................43

CHAPTER 6 – Policies ..............................................................................................................44

Equal Employment Opportunity ..........................................................................................44

Access and Equity .............................................................................................................45

Anti-Discrimination .............................................................................................................45

Disability ............................................................................................................................46

Monitoring and Review .......................................................................................................46

Prevention of Harassment, Vilification, Bullying..................................................................47

Sexual Harassment ............................................................................................................47

Working with Children ........................................................................................................47

Responsibilities ..................................................................................................................48

Language, Literacy & Numeracy (LLN) ..............................................................................48

Grievances .........................................................................................................................49

Investigation of Complaints ................................................................................................50

Work Health and Safety .....................................................................................................51

Reporting Injuries & Near Misses .......................................................................................52

First Aid .............................................................................................................................52

Security ..............................................................................................................................52

Emergency Procedures ......................................................................................................53

Quality Management and Feedback ...................................................................................54

Privacy Regulation in Australia - Privacy Act 1988 .............................................................55

What is the Privacy Act? ....................................................................................................55

The REINSW Approach .....................................................................................................55

Contacting Trainers and Assessors....................................................................................57

CHAPTER 7– STUDENT WELFARE AND GUIDANCE ............................................................58

APPENDIX 1 – STUDENT CODE OF CONDUCT ....................................................................61

APPENDIX 2 – COMPLAINT FORM .........................................................................................68

APPENDIX 3 – ASSESSMENT APPEALS FORM ....................................................................70

APPENDIX 4 – EMERGENCY PROCEDURE...........................................................................73


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CHAPTER 1 – INTRODUCTION

About This Handbook

This handbook covers a range of policies and procedures that are relevant to your studies with

the Real Estate Institute of New South Wales (REINSW). As a student with the REINSW

Education & Training Department, you have obligations and responsibilities which you need to

be aware of in order to gain as much as you can from the learning experience. In addition, this

handbook contains information on the support facilities available to you as a student.

REINSW updates the handbook to reflect changes in the Vocational Education and Training

(VET) sector as well as internal REINSW business processes. REINSW reserves the right to

modify, revise or supplement policies and procedures in this handbook at its sole discretion.

Trainers, assessors and students will be provided with updates of any significant changes to

policies or procedures.

REINSW reviews this handbook annually, with the revised handbook being available on the

website in January. REINSW modifies the handbook throughout the year with the latest version

available at all times from the training page on REINSW website www.reinsw.com.au

About REINSW

The Real Estate Institute of New South Wales is the largest industry association for real estate

agents and other property professionals in NSW. Formed in 1910 by a group of estate agents

determined to establish and maintain a high standard of service in the property industry.

The REINSW provides services in the fields of professional standards, public enquiries, industry

education, market research, products and publications.

The REINSW is the primary vehicle responsible for representing the interests of its members

and property consumers in the political process. Represented on several government liaison

committees, the REINSW monitors all matters affecting real estate practice and the exchange of

property.

REINSW has been a Registered Training Organisation (RTO) since October 1995, providing

continuing professional development (CPD) and training, ensuring students are equipped with

the skills required to enter and excel in the Real Estate Industry.



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The REINSW accepts:

Full Members: licensed firms actively engaged in real estate

Practice Members: individuals (firms and corporate citizens excluded) who join as

practitioners according to their specialisation – strict conditions and restrictions apply.

Student Members:

o Where a student is completing the Essentials Series (Certificate of Registration or

Licensing) student membership only applies to students who reside in NSW

o Must be studying a qualification course in the areas of real estate, valuation or land

economics with a recognised educational institute

o Must not be currently employed within the real estate industry. If you are, you may be

eligible for one of the other 2 available categories

o Complimentary membership provided to all Certificate of Registration Course (CORC)

students for 12 months to students who reside in NSW. This provides students with the

opportunity to gain a discount on training during this time

o If you reside outside of NSW the benefits of student membership apply only to

continuous professional development (CPD)

REINSW as an RTO is registered to deliver nationally recognised training only in New South

Wales. REINSW can only offer training to students who are an Australian resident or hold the

appropriate visa for training eligibility within Australia.

REINSW is administered by a Board of Directors who are elected bi-annually by the members.

All REINSW training and assessment is delivered by trainers and assessors who:

a) Have the necessary training and assessment competencies as determined by the

National Skills Standards Council

b) Have the relevant vocational competencies at least to the level being delivered or

assessed

c) Can demonstrate current industry skills directly relevant to the training/assessment being

undertaken

d) Continue to develop their vocational education and training knowledge and skills as well

as their industry currency and trainer/assessor competence

REINSW reserves the right as an RTO to refuse entry of any students enrolment in any training

offered


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Commitment to Students

The REINSW Education & Training Department is committed to its students and will:

Provide learning services and support to students, trainees and established practitioners

to ensure educational and licensing requirements are met for entry to the industry

Provide CPD opportunities that instil a sense of ethical behaviour based on best practice

standards within the industry. To this end the learning programs are industry-based and

delivered by qualified trainers with the necessary training, professional, practical skills

and experience

Ensure that all levels of career development and all perceived needs are catered for

throughout the program of learning. All professional development and programs of

learning follow clear objectives and course delivery, review is continually monitored

based on relevant changes within industry and learning structures, whilst taking into

account student requirements

Maintain an effective learning environment. This includes following all Equal

Employment Opportunity (EEO) and Anti-Discrimination principles and legislation and

making provision for those with learning difficulties and Language, Literacy and

Numeracy (LLN) challenges

Provide support services that allow students who would otherwise be disadvantaged, to participate fully in their learning and assessment experience and are tailored to the meet the individual needs of students

Demonstrate consideration for the cultural, social and special needs of disabled students

Monitor the progress of students and ensuring individual support and counselling for those having difficulties with a course

Ensures all students are provided with appropriate orientation at course enrolment including reliable and up-to-date advice on course and assessment requirements and available support services

About The Education & Training Department

The Education and Training Department administers programs on behalf of REINSW and is

committed to achieving best practice in delivering innovative programs of learning.

REINSW learning provides assurance to the community that our members and students have the technical knowledge and professional skills to perform the services they provide.


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REINSW Education & Training Department provides;

Qualified trainers and assessors who are industry practioners in their fields of specialisation

Up to date learning resources, including all the latest industry-specific information

A variety of flexible delivery options, allowing students to complete their learning at a time and place that suits

Support to students throughout their program of learning

Legislation, Policies and Procedures

REINSW is committed to operating within the Australian Qualifications Framework (AQF). This

means that all students using the services of REINSW as their RTO can be guaranteed a high

level of service and compliance with training standards.

As part of our quality focus, the REINSW Education & Training Department has adopted policies

for the following legislative requirements:-

Access and Equity

Anti-discrimination

Language, Literacy & Numeracy

Cheating and Plagiarism

Sexual Harassment

Work Health and Safety

Working with Children

Privacy

In addition, we also have policies that govern our conduct in relation to:-

Administration

Client Service

Student Code of Conduct

Training and Assessment

Complaints, Appeals & Grievances

Marketing

Quality Management Refunds

REINSW has policies and procedures in place that support students and REINSW accreditation

as an RTO.

REINSW is subject to a range of legislation relating to learning and assessment as well as

general business practice including matters such as your safety, privacy, and rights.

There are also a number of legislative requirements that you will be made aware of throughout

your learning.


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Legislation is continually being updated and all staff and contractors are made aware of any

changes through our regular internal processes, including, but not limited to, subscription,

internal management and e-mail communications.

Legislation that particularly effects your participation in VET includes:

Age Discrimination Act 2004

Copyright Act 1968

Disability Standards for Education

2005

Disability Discrimination Act 1992

Human Rights and Equal

Opportunity Commission Act 1986

Racial Discrimination Act 1975

Sex Discrimination Act 1984

Privacy Act (2001) including the

National Privacy Principles

Skilling Australia's Workforce Act

2005

Work, Health and Safety Act 2011

and Regulations (2011)

National Vocational and Training

Regulation Act 2011

A copy of the REINSW Code of Practice is available on request.

Induction - Classroom Students

A formal induction must be conducted at the commencement of every course. The formal

induction provides students with all the required information on WHS, housekeeping,

administration, course format, assessment requirements and support.

The following is an outline of what is covered during this induction:-

An explanation of units of competency and assessment requirement upon commencing

each Unit of Competency

Details of emergency procedures, emergency wardens, first aid, accident/injury

reporting, security and work health and safety

Building access

Information on Training Packages, competency based learning and assessment,

vocational education and training requirements and completion timeframes

REINSW student Code of Conduct – Appendix 1

REINSW policies for anti-discrimination, prevention of harassment, vilification and

bullying, prevention of sexual harassment, child abuse, handling student grievances and

privacy

Students are invited to ask questions relating to any of the information in this handbook or

raised during the induction session.


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Induction - ELearning Students

Induction for eLearning students is communicated via telephone, email, mail or fax.

The following is an outline of what is covered in the induction:

Specific course details including timeframe for course completions



Alternative modes of delivery (information can also be found on our website)

The importance of computer / internet knowledge and access

Procedure for gaining access to eLearning including information about passwords and

usernames. An e-mail is sent outlining training within 24 hours of payment.

Recommendation to use and practice on REINSW free eLearning demonstration,

located on our website under eLearning

Support available with your learning resources, from one of our qualified trainers

Learning timeframes

Induction - Traineeship Students

Induction for correspondence students is communicated via telephone, email, mail or fax.

The following is an outline of what is covered in the induction:

Specific course details including timeframe for course completions



Alternative modes of delivery (information can also be found on our website)

Expectations of trainee, workplace coach and employer responsibilities

Allocation of REINSW trainer/assessor, who will assist trainee throughout their course

Support available with your training material, from one of our qualified trainers


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Student Rights & Responsibilities

All students have a right to:

Receive before enrolling, a current copy of the student handbook

Receive, before enrolling, current and accurate information about the courses, fees, modes

of study and course related information

To sign an enrolment form including declaration statement before or as they pay fees,

setting out the services to be provided, fees payable and information about refunds of

course money. Students should keep a copy of your enrolment form and declaration

statement

Fair and consistent treatment in all aspects of training and assessment

Be informed of assessment policies and practices including specific course and unit

requirements, and of potential outcomes arising from failure to meet such requirements

Be informed of the complaints and assessments appeal policy and process

Confidentiality. REINSW ensures all student personal details are confidential at all times

and will not be discussed with other students or persons connected or unconnected with the

program. REINSW will only provide student details to those outlined in the enrolment form

and declaration statement.

Know:

o How to use REINSW’s student support services

o If you can apply for course credit and or recognition of prior learning

o When your enrolment can be deferred, suspended or cancelled

o How to use REINSW’s complaints and appeals process in accordance with

relevant REINSW policies

All students have a responsibility to:

Conduct themselves ethically in relation to the proper use and attribution of others’ work;

Be aware of assessment requirements and REINSW’s policies relating to code of conduct

and academic misconduct

Be aware of avenues for seeking assistance and advice on attribution and assessment

Be aware of accepted referencing styles

Ensure that submitted assessment tasks are their own work except when acknowledging

shared ownership of group projects or assessment tasks

Maintain satisfactory course progress


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CHAPTER 3 – COURSE INFORMATION

Enrolment Procedures

Some of the REINSW’s programs of learning have pre-requisite requirements that must be met.

These requirements are implemented by REINSW and are not a requirement of the Training

Packages. Please refer to Chapter 5 and/or REINSW website for entry requirements before

enrolling.

If a student does not meet the entry requirements, all attempts will be made to assist in

identifying alternative courses of action.

REINSW as an RTO is required to obtain information from all students prior to enrolment

regarding their ability to speak and write English.

REINSW has in place a Language, Literacy and Numeracy (LLN) policy, which includes a LLN

skills review which is provided to students to clarify where specific concerns and the level of the

student’s capabilities if REINSW staff feels there may be a requirement for this review.

REINSW offers eLearning courses, with in class assessments also being completed online, this

requires students to advise REINSW prior to enrolment, their capability using computers.

Students have equitable access to all programs, irrespective of their gender, culture, linguistic

background, race, location, socio-economic background or disability and as such, all students

who meet the entry requirements are eligible for enrolment.

Students need to be aware of the eligibility requirements by NSW Fair Trading and outlined in

the Property, Stock and Business Agents Act 2002. Please refer to NSW Fair Trading website

www.fairtrading.nsw.gov.au

REINSW as an RTO is registered to deliver nationally recognised training only in New South

Wales. REINSW can only offer training to students who are an Australian resident or hold the

appropriate visa for training eligibility within Australia.

To enrol in any of the REINSW’s courses, an enrolment form must be completed and the

student must read the Student Handbook. Enrolment forms are available on the REINSW

website: www.reinsw.com.au, or telephone the REINSW on 02 9264 2343. Enrolment forms can

be completed online, e-mailed, mailed or faxed with payment details to the REINSW.

Written confirmation is sent to students once enrolled and payment has been approved and

processed. This confirmation will outline details relevant to the particular course in which the

student is enrolled including venue, date and course duration.


http://www.fairtrading.nsw.gov.au/


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offered

Unique Student Identifier (USI)

Commencing 1 January 2015, students will be required to have a Unique Student Identifier

(USI).

The USI is a new initiative put in place by the Australian Government, Department of Industry

and applies to all students across Australia and to all training providers.

The objective of the USI is to provide Australian students with a lifelong number where training

outcomes and achievements of every student can be individually captured centrally, kept secure

and accessed on demand by the student or by training provider as needed.

Your USI will link to a secure online account that contains all your training records and results

that you complete from commencement of the USI being 1 January 2015 onwards.

All students must have a USI before a Registered Training Organisation (RTO) such as

REINSW can issue a Statement of Attainment (SoA) or Qualification Certificate upon the

successful completion of training.

It's free and easy to create a USI and will only take a few minutes. To create a USI go to the

Skills Unique Student Identifier website and follow the steps.

To create a USI, students will be required to provide:

Personal information – name, date of birth etc.

Contact Information – at least one method of contact e-mail, mobile or mail

Form of ID – see below for ID options

o Drivers Licence

o Medicare Card

o Australian Passport

o Visa (with Non-Australian Passport) for international students

o Birth Certificate (Australian)

o Certificate of Registration by Descent

o Citizenship Certificate

o ImmiCard

Below is information from the Department of Industry with regards to your privacy and security.


http://www.usi.gov.au/Students/Pages/training-records-and-results.aspx

http://www.usi.gov.au/create-your-USI/Pages/default.aspx

http://www.usi.gov.au/Pages/default.aspx

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Protection of students privacy

Your Unique Student Identifier (USI) contains personal information, contact details and your training records and results (transcript). The USI system has been designed to keep this information safe and secure and is only accessed by those organisations listed in the terms and conditions.

The USI system also allows you to choose which training organisations and employers who can see this information and when.

Your privacy

The personal information that you provide to the Student Identifiers Registrar is collected, used, and may be disclosed, in accordance with the provisions of the Student Identifiers Act 2014 and the Privacy Act 1988. The Student Identifiers Registrar’s Privacy Policy provides information about the protection of your information, including how you can access and seek correction of your personal information held by the Student Identifiers Registrar and how to make a complaint about a breach of your privacy and how such complaints are handled.

Training Fees

The REINSW is first and foremost a member organisation, and as such a fee differential exists

between members and non-members. All enrolments

Must be paid for in advance.

No enrolment is confirmed without payment

Students who do not attend a scheduled class and have not advised REINSW prior to

course commencement, will be required to pay re-enrolment fee. This fee will depend upon

the course

Below courses are nationally accredited training and are exempt from GST.

Unless otherwise stated, enrolment fees include tuition, learning resources, Assessments

where required and refreshments. Lunch is at the student’s expense.

Payment can be made by cash, Cheque, EFTPOS (available only at REINSW), money

order, AMEX, Visa, or MasterCard

Financial Requirement

Under Standard 7 clause 7.3 of the Standards for RTO’s 2015, where REINSW requires,

either directly or through a third party, a prospective or current learner to prepay fees in

excess of a total of $1500 (being the threshold prepaid fee amount), REINSW must meet

the requirements set out in the Requirements of Fee Protection in Schedule 6 of the

Standards for RTOs 2015. These requirements are: hold an unconditional financial

guarantee from a bank operating in Australia; hold current membership of a Tuition

Assurance Scheme approved by its VET Regulator.

Under Standard 7 clause 7.4 of the Standards for RTO’s 2015, REINSW holds public liability

insurance that covers the scope of its operations throughout the registration period. This is

required in the case of any misfortune’s which may occur during a student’s enrolment

period.


http://www.usi.gov.au/Students/Pages/training-records-and-results.aspx

http://www.comlaw.gov.au/Details/C2014C00076

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Financial Guarantee

REINSW is committed to completing the advertised training and assessment once students

have started study in their chosen qualification/s or course/s from the course start date, and

meeting all of their student responsibilities. In the event that REINSW is unable to deliver the

agreed training and assessment services, they will arrange for agreed training and assessment

to be completed through another RTO. (Fees may be incurred.) Prior to the transfer to another

RTO, affected students will be formally notified of the arrangements, and an agreement to those

arrangements, including any refund of fees, will be obtained. If transfer is not possible, REINSW

will seek a written agreement for a course transfer from the student. Should any course be

cancelled or in the event that the RTO cannot conduct training or assessment services due to

suspension or a breach of standards or approval conditions, and where it is not possible to

arrange a transfer to another RTO, students who have commenced training will be provided with

a partial refund commensurate with length of training completed.

Getting Started Essentials – Certificate of Registration

Course

Class ELearning RPL

Member Non-Member

Getting Started Certificate of

Registration (Real Estate)

4 Units of Competency

$799

$625

$150 admin fee + $150 per unit


Getting Started Certificate of Registration (Strata Operations) 3 Units of Competency

N/A $561 $150 admin fee + $150 per unit



Registration (Stock and Station)





Registration (Business Broking)





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Essentials (Licensing) – Certificate IV in Property Services (Real Estate)

Course

Class RPL

Member Non-

Member

Member Non-

Member

List and Market Property


$490 $620 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

Property Sales


$650 $820 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

Property Management


$790 $990 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

Trust Accounting

1 Unit of Competency

$590 $740 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

Keeping the books


$490 $620 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

People Management


$490 $620 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

You and the Law


$490 $620 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

Specialised Essentials

Course Class RPL

Member Non-

Member

Member Non-

Member

Auctioneers Specialised

1 Unit of Competency

CPPDSM4004A Conduct

Auction

$490 $620 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit


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Buyers Agent – Option 1

Getting Started Essentials +

Essentials Class + Buyers

Agent unit = 4 Units of

Competency (eLearning) + 5

Units of Competency (class) =


$1690.00 $1920.00 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

Buyers Agent – Option 2

Getting Started Essentials

(eLearning) + Essentials Class

+ Buyers Agent unit (eLearning)

= 1 Unit of Competency

(eLearning) + 8 Units of

Competency (class) = 9 Units of

Competency

$1556.00 $1786.00 $150 admin

fee + $150

per unit

$150 admin

fee + $180

per unit

On-Site Property Manager


Price upon

request

Price upon

request

$150 +

$150 per

unit

$150 admin

fee + $180

per unit

RPL Gap Training (where required)

Mode Member Non-Member

ELearning $199 per unit $245 per unit

Class Price on application (calculated on days & units required)

Australian Government Funded Traineeships

Qualification

Certificate III in Property Services (Agency) $1310 Administration fee, paid upon enrolment

Cancellation, Transfer & Refund

Students wishing to cancel their enrolment in a course must give written notice to the REINSW

prior to course commencement. Failure to do so will result in the full cost of the course being

charged.

Students who are unable to attend a pre-enrolled date are able to transfer their enrolment to

another date up to three times, after three transfers students are required to re-enrol. Transfer

requests must be made in writing nominating the preferred alternative course date. Requests

must be sent to [email protected]


mailto:[email protected]

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If a student does not notify REINSW that they will not be attending the course they are enrolled

in, the student forfeits the already paid fees. If the student wishes to attend the course they will

be required to pay a re-enrolment fee.

Where a student contacts REINSW requesting a transfer, the student has 2 weeks to provide a

date which they would like to be transferred to, after 2 weeks the student forfeits the already

paid fees.

If a transfer is made and cancellation subsequently occurs, an additional cancellation fee will

apply and be deducted from any refund where applicable.

If insufficient enrolments are received, the REINSW reserves the right to cancel a course 5 days

prior to course commencement. Students already enrolled into these courses will be notified by

phone with a confirmation of cancellation e-mail. A full refund of all monies paid by a student for

the course will be made or the option to transfer to another scheduled course. REINSW will

place a read notification on e-mails, please ensure you accept to confirm receipt of e-mail

correspondence.

Refunds will be issued the same way the training fees initially were paid, except for cash

payments where a cheque will be sent to the payee, this will also be the case if you have closed

the account or credit card that was used for the initial payment. This is aligned with REINSW

Fraud policy and information provided by the Australian Competition and Consumer

Commission website.

Cancellation Timeframes

Getting Started Essentials (CORC) Members Non-Members

Written notice 9 working days or less No Refund

Written notice 10 or more working days Full Refund

Cancellation following prior transfer No Refund

Correspondence No Refund

Essentials Series Members Non-Members



ELearning Members Non-Members

Once payment processed No Refund

Continuing Professional Development Members Non-Members



Cancellation following prior transfer No Refund


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Transfer Timeframes and Fees

Getting Started Essentials (CORC) Members Non-Members

Written notice 4 working days or less $50 $65

Written notice 5 or more working days Free Free

Essentials Series Members Non-Members

Written notice 4 working days or less $50

Written notice 5 or more working days Free

Continuing Professional Development Members Non-Members

Written notice 4 working days or less $50

Written notice 5 or more working days Free

REINSW provides the below guarantee to all students who have commenced study in their

chosen qualification or course:

REINSW is committed to completing the advertised training and assessment once students

have started study in their chosen qualification/s or course/s from the course start date, and

meeting all of their student responsibilities. In the event that REINSW is unable to deliver the

agreed training and assessment services, they will arrange for agreed training and assessment

to be completed through another RTO. (Fees may be incurred.) Prior to the transfer to another

RTO, affected students will be formally notified of the arrangements, and an agreement to those

arrangements, including any refund of fees, will be obtained. If transfer is not possible, REINSW

will seek a written agreement for a course transfer from the student. Should any course be

cancelled or in the event that the RTO cannot conduct training or assessment services due to

suspension or a breach of standards or approval conditions, and where it is not possible to

arrange a transfer to another RTO, students who have commenced training will be provided

with a partial refund commensurate with length of training completed

Course Delivery Modes

Delivery modes utilised by REINSW are selected to best achieve the required elements of

competency while giving full consideration to the learning preference of the student. The

provision of learning may include a combination of knowledge and skills activities.

Delivery modes may include (but are not limited to):

Classroom based: Structured learning which introduces students to the skills and

knowledge that underpins each of the units in a step-by-step approach. Students are

given the opportunity to practice skills and knowledge to scenarios, case studies, and


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simulated activities during the course. Relevant industry professionals are also engaged

as guest speakers, along with out of class visits to places such as the tribunal court and

auction houses.

ELearning: This is a self-paced mode of learning. ELearning resources cover the theory

and knowledge that underpins each of the units in a step-by-step approach, and also

contain scenarios, case studies and simulated activities to allow the student to practice

their skills and knowledge learnt along the way.

Correspondence: Self-directed learning supported with comprehensive learning

resources provided to the student. In addition the student has access to phone, email

and individual face to face contact with a trainer/assessor. This is the main mode used

for trainees

Recognition of Prior Learning (RPL): Students undertaking this mode are entitled to

have their prior learning recognised according to REINSW RPL policy. RPL students

are provided with an information guide and self-assessment which explains the RPL

process and guides for the preparation of an evidence portfolio for review by the

assessor.

Classroom

Once enrolment is complete and approved, students receive within 24 hours a

confirmation letter with course details

Students are provided with a study and assessment guide by the trainer on the first day

of their course. For CPD they are provided with a folder containing the materials required

for the day

Completed courses/unit assessments can be posted to the assessment centre at REINSW or scanned and e-mailed to [email protected] . REINSW requires students keep a copy of all assessments. REINSW takes no responsibility for lost assessments through the post.

Feedback: Upon successful completion of all relevant units students are issued with the

appropriate Qualification Certificate, Statement of Attainment or Certificate of Attendance (CoA)

via post.

ELearning

Must have access to a computer

Involves the use of a computer and internet access

Students must have intermediate computer knowledge.

Once enrolment is completed and approved, students are contacted via e-mail and

assigned a username and password with a link to their eLearning programme.



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Individual units and/or courses are assigned with clear instructions regarding methods

involved in eLearning

Students can log in and out of the systems at their own pace, within the courses

timeframe of completion

REINSW will place a read notification on e-mails, please ensure you accept to confirm

receipt of e-mail correspondence.

Completed courses/units are submitted electronically via the eLearning platform.


appropriate Qualification Certificate, Statement of Attainment or Certificate of Attendance.

Traineeship

At the commencement of a Traineeship each student is provided with an individual training plan.

This plan outlines the learning to be completed by due dates. The learning entails a combination

of reading, theory and knowledge activities, practical workplace and reflection activities, and

supervisor support and participation.

Traineeships include:

Paid employment under an appropriate Australian industrial arrangement

A training agreement between the employer and the trainee which is registered with the

NSW Department of Education and Communities (DEC)

Structured on/off-the-job training

Training delivered by a Registered Training Organisation (RTO) such as the REINSW

The outcome of a successful traineeship will be the awarding of a Nationally Recognised

Qualification

Traineeships are available to:

Anyone of working age

School-leavers

People re-entering the workforce

An adult worker wishing to change careers

The student does not need to have the Higher School Certificate or other qualifications. However some conditions do apply. Contact State Training Services to ascertain the eligibility of a trainee. State Training Services on 1300 772 104 or [email protected] Refer to the Smart and Skilled website www.smartandskilled.nsw.gov.au



http://www.smartandskilled.nsw.gov.au/

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Feedback: Upon successful completion of all relevant units, students are issued with the

appropriate Qualification Certificate, Statement of Attainment or Certificate of Attendance via

post.

Recognition of Prior Learning (RPL)

The recognition process is an assessment process which takes into consideration your existing

knowledge, skills and experience. For an assessor to make a judgement of competence against

units of competency as set out in nationally accredited Training Packages, students are required

to provide evidence demonstrating existing knowledge, skills and experience. This may take the

form of documentary evidence but can also include other forms of evidence, such as evidence

gathered through interviews and demonstration of work, during which the assessor can observe

your skills and ask you relevant questions to determine your level of knowledge.

The main focus of RPL is what has been learned rather than how, where or when it was learnt.

Students who consider they already possess the competencies identified in all or part of any course/qualification offered by the REINSW should be encouraged to seek recognition. This eliminates duplicate learning and time spent re-learning in areas where the Student is already competent or able to meet industry standards.

Evidence from students more than 12 months old will not be accepted as current. All evidence must match current industry standards.

If students can demonstrate/validate that they have gained competencies at work or elsewhere which are relevant to the course/qualification in which they are participating, they are referred to the recognition process.

REINSW will also take into consideration the two following pathways to gain recognition of

previous studies;

Credit Transfer (CT): May be granted for Units of Competency or in some cases for whole

courses or qualifications which are deemed to be equivalent. A Qualification Certificate,

Statement of Attainment and Transcript of Results, which must be certified by a Justice of the

Peace is required as evidence of successful previous formal study. No other evidence is

required if students have been granted credit transfer. To verify REINSW will contact the issuing

RTO.

National Recognition: If students have completed a previous qualification that is relevant to

the course for which students are seeking RPL students must provide a Qualification Certificate

and transcript of results, which must be certified by a Justice of the Peace. To verify REINSW

will contact the issuing RTO.


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Trans-Tasman Mutual Recognition: New Zealanders who hold certain qualifications (e.g. a

university or polytechnic degree or Qualification Certificate) or are registered to practice in

certain occupations (e.g. real estate agents) are able to have their qualifications recognised in

Australia under the trans-Tasman Mutual Recognition Agreement without having to undergo

further testing and/or examination. This applies only to occupations that are required to be

registered, certified, licensed or approved in both Australia and New Zealand.

Qualifications from any other country need to be assessed for comparability of Australian

Qualifications under the Australian Qualifications Framework (AQF). This may be done through

the Australian Education International National Office for Overseas Skills Recognition (AIE-

NOOSR), a Commonwealth Government agency. REINSW will take into consideration

qualifications assessed by AEI-NOOSR as part of the evidence submitted for recognition.

REINSW allows RPL students a timeframe of 12 weeks to undertake this process. In the event

a student does not complete within this time, a re-enrolment fee will apply.

The duration of the recognition process within this 12 week period depends greatly on how

quickly a student gathers the evidence required and presents it in a format that is clearly

identified and labelled.

Students will be required to allow REINSW to verify any qualification certificates and/or

statements of attainment with the RTO who has issued these documents.

If students hold a current real estate licence that was granted by another state regulator within

Australia or in New Zealand students may apply directly to the NSW Fair Trading for recognition

of your Real Estate licence.


appropriate Qualification Certificate, Statement of Attainment or Certificate of Attendance via

post.


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RPL Process


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Blended Learning

Is a formal learning program in which a student learns with a combination of the available

delivery modes. Please contact the Education and Training Department to discuss this mode of

delivery.

Course Completion Time Frames

Course completion timeframes for all training provided by REINSW are outlined in the below

table.

Where a student does not complete the course they have enrolled into within the outlined

timeframe, they will be required to pay an additional fee for marking of assessments submitted

after their expiration date.

Students may re-enrol in the course at the current cost of the course.


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Course Completion Time Frames

Course In-Class

Full-time

In-Class

Part-time eLearning

Getting Started Essentials Certificate of Registration Course (Real Estate)

Learning 5 days

Assessment 11 weeks

Learning 5 weeks

Assessment 7 weeks

Learning Self-

paced

Assessment Self-paced

Total 6 Months Total 6 Months

Certificate of Registration Course (Stock and Station)

Certificate of Registration Course (Business Broking)

Certificate of Registration Course (Strata)

Certificate of Registration Course (On-site)

NOT OFFERED

Learning Self-

paced

Assessment Self-paced

Maximum

6 Months

Course In-Class

Full-time

eLearning

Essential Series - Licensing

List & Market Property

Keeping the Books

You & the Law

People Management

Trust Accounting

Property Sales

Property Management

3-5 days

Assessment 8 weeks

NOT OFFERED

Maximum 6 Months

Individual Registration or Essential Series -Licensing units

Learning

1-3 days

Assessment

3 weeks

Not offered

Learning

Self-paced

Assessment

Self-paced

Continuing Professional Development (CPD)

Learning

4-6 hours

Assessment

On day

Learning

Self-paced

Assessment

Self-paced

1 Month

Recognition of Prior Learning Maximum of 3 Months from Enrolment date (Stage 3)

Government Funded Training As per Training Contract timeframe

Important Information

If you undertake RPL and are required to do individual gap units, please see timeframes for individual units above.

Please check current fees in this handbook.


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CHAPTER 4 – ASSESSMENT

REINSW has demonstrable experience and skill in providing or facilitating assessments which

meet the endorsed components of relevant training packages and/or accredited courses in the

areas of recognition sought.

REINSW is committed to ensuring the achievement of valid and reliable assessment against

industry competency standards, and that all assessments provided by REINSW address the

principles of assessment and the rules of evidence.

NSW Fair Trading has compiled Implementation Guidelines that set out what they deem to be

the necessary learning objectives to be covered for each unit that applies to licensing

qualifications.

Assessment Pathways

REINSW offers students a number of assessment pathways in achieving the desired learning

outcome.

REINSW courses are designed to ensure students are provided with time to reflect on the skills

and knowledge learnt before having to apply for assessment.

The three types of assessment used by REINSW are:

Formative assessment: takes place throughout a training program. The learner is assessed and given feedback as they learn rather than at the end of the program.

Summative assessment: which is assessment conducted at predetermined points in the learning process or at the end.

Holistic assessment: a range of skills and knowledge assessed together, where the methods and tools may assess a number of elements of competence or more than one competency unit at a time

Assessment methods:

Oral questioning

Case studies

Written questions

Practical demonstration

Observation

Interviews

Group work

Demonstrations/presentations

Workplace portfolio

Role play

Simulation

Third party reports

Evidence gathering


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Assessments are conducted for the purposes of national recognition and will lead to a part or

full qualification under the AQF.

Conducting Assessment

REINSW ensures that personnel conducting assessment utilise appropriate methods for

recording, storing and accessing assessment outcomes.

REINSW utilises assessments for each of the Unit of Competency’s contained in the

qualifications within the RTOs scope of registration. The assessments are consistent for each

Unit of Competency regardless of the mode of delivery and the same assessment is provided

for each Unit of Competency regardless of trainer and assessor.

Assessors marking assessments use a marking guide and their own professional industry

knowledge and judgement. In all cases, assessors are required to make judgments about the

student’s capacity to understand and put into practice the learning outcomes of the subject

matter in line with the Training Package. This is done by gauging knowledge of the subject

matter using a number of evidence gathering methods, as outlined below, that require the

student to contextualise the material in their own words in a work environment or simulated

situation.

Assessment activities undertaken by REINSW follow the methodology outlined below:

1. Assessment procedures are fully explained to students in the assessment guidelines

which are located in all assessments

2. Opportunities for RPL and Credit Transfer are discussed upon enrolment and induction,

as are any available flexible methods of assessment

3. The assessment requirements of the Unit of Competency’s are outlined, and any

particular arrangements for the workplace visits are arrange depending on the mode of

delivery

4. All assessment questions must be answered in full to be deemed competent in a Unit of

Competency

5. All evidence-gathering methods remain reliable, flexible, fair and valid.

6. A fair and impartial appeals and resubmission process is available.

7. Evaluation of assessment processes and procedures is made on an ongoing basis.


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8. As assessments are undertaken, REINSW trainers/assessors complete individual

student assessment results onto a recording profile. Results are entered into a student

management system and hard copies of assessment cover sheets are placed in the

student electronic file by administration staff. Post-assessment guidance is readily

available to students.

9. Students are provided with feedback on each of their assessment submissions. This

feedback states if the submission is satisfactory or not satisfactory. In the instance of not

satisfactory and additional information being required, clear and specific instructions are

provided allowing the student to revise their submission and resubmit

10. Students may contact REINSW Education and Training Department requesting

information on their assessments. Information will only be provided once the student has

provided sufficient proof of identity through the required student identity verification

procedure

11. Where assessments are submitted passed the course expiration timeframe, outlined in

the course completion timeframes table, the student will incur an assessment marking

fee of $60, this fee includes any required resubmissions

Evidence-gathering methods commonly utilised by REINSW include, but are in no way limited

to:

Oral questioning

Case studies

Written questions

Practical

demonstration

Observation

Interviews

Group work

Demonstrations/presentations

Workplace portfolio

Role play

Simulation

Third party reports

Evidence gathering

Assessment Requirements

Where a student exhibits difficulty due to language, cultural diversities or disabilities identified

on the enrolment form, REINSW where appropriate will consider other methods of assessment.

In the past, these alternate methods have included verbal questioning, observation of skills in

the workplace and the perusal of documental evidence supplied by the student and/or employer.

REINSW ensures students are as required provided a Language, Literacy and Numeracy (LLN)

indicator test at enrolment. Students are offered support throughout their learning program

journey and as required at assessment a reasonable adjustment to suit the student’s needs.


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It is a requirement under the Property Stock & Business Agents Act 2002 that all forms, notices

and records must be made in the English language. All material submitted for assessment

needs to be able to reflect the ability to speak, understand and write legible English. REINSW

has procedures in place for those who may require help with Language, Literacy or Numeracy

(LLN). Please contact Education and Training Department if you feel you need advice in this

regard.

Student Assessments

REINSW encourages all students to complete assessments and submit within 2 weeks

of completing each course

Part of the underpinning skill requirements in this industry is the ability to use computers.

Students are required save, scan and submit assessments via e-mail to the

[email protected]

Where e-mail access is not available, students can save assessments on a USB and post to REINSW ensuring a full copy it retained by the students as REINSW take no responsibility for lost submissions during transit

Students are required to submit all assessments for a given course of multiple

units at the same time. Where single assessments are submitted, these will not be

processed or reviewed until all units for a given course / cluster are received by REINSW

Where assessments require supporting documents these must be clearly saved and

labelled with students name and identification number, the question, task number (where

applicable)

Students will receive an automated e-mail response when assessments are e-mailed to

the assessment centre e-mail address [email protected]

Scanned assessments on USB can be dropped off at REINSW reception, in doing so

you will be required to sign the register to record that you have dropped your

assessments into REINSW

Turnaround time for assessments marking and results is four (4) weeks from the

date of the last assessment for a course/cluster being submitted. If you are looking

to obtain you Certificate of Registration or Licence, be sure to allow further time for NSW

Fair Trading to process your application. Please contact NSW Fair Trading for specific

information.

Students are required to sign a declaration of authenticity with each assessment

submitted

Students are advised to keep a copy of all assessments prior to submission. The

Education and Training Department will not be responsible for any lost assessments.

Faxed assessments will not be accepted

Trainers will not accept assessments




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Assessment extensions are on a case by case basis. Contact Customer Service to

discuss on 9211 8707

Qualification Certificates and Statements of Attainments will be posted using regular

Australia Post service

Qualification Certificates and Statements of Attainments can be collected in person from

REINSW reception through advising Customer Service. Customer Service will contact

students when ready for collection - photo ID is required. If students are unable to

collect, they can authorise another person to do so on their behalf. Customer Service

must be advised who the person will be and provide photo ID and sign the collection

register. Qualification Certificates/results will be posted after 5 working days if not

collected

Phone support for post-assessment guidance is available to students. This may be in the

form of a phone call or appointment after class or by appointment with an in-house

trainer or assessor.

REINSW will not provide any student with contract Trainer or Assessor contact details

Students may enquire about their assessment results and/or progress by contacting a

Customer Service team member on 02 9211 8707 or [email protected]

Trainees are provided with an Australian Traineeship student summary once deemed

competent in a unit of competency

For any enquires or assistance from qualified trainers and assessors, please contact REINSW

Customer Service Administrators 02 9211 8707 during business hours 8:30am – 5:00pm Mon –

Fri or e-mail [email protected]

Assessment Resubmission

Competency based assessment affords students the opportunity to resubmit assessments.

Students are required to re-submit assessments within 2 weeks of receiving notification of a Not Competent result, or can re-attend the next scheduled course and re-sit the assessment at no additional cost

All re-submissions require students to provide the original completed assessment, with the re-submitted assessment attached and the original comments sheet

It is imperative that assessors inform students of the process

3 attempts of resubmission are permitted before the student is required to re-sit the unit of competency and pay the required re-enrolment fee depending on the required unit of competency

Formal interview either by phone or face-to-face may be required with the student to

discuss their progress and further learning options will be provided.




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Training & Assessment Complaints & Appeals

REINSW welcomes your feedback and suggestions on our services. Students have access to

the complaints and appeals process. This allows for a fair and equitable process to be

implemented for any complaint against the Education and Training Department, trainers and/or

assessors while dealing with students through the learning and assessment process, decisions

relating to an AQF qualification, and any other concern students may have.

Students are able to submit a complaint against the Education and Training Department or any

person employed or contracted by REINSW if they feel a person has acted inappropriately, or

the systems and practices of the Education and Training Department are not meeting

expectations, or are treating a person unfairly. All complaints are handled in confidence and are

reviewed by REINSW management. You may be accompanied and assisted by a support

person.

REINSW will respond in a constructive and timely manner to all substantiated complaints and

appeals against decisions made by us.

The Education and Training Department ensures that:

Each complaint and appeal and its outcome is recorded in writing

Each appeal is heard by an independent person or panel where necessary

Each appellant has an opportunity to formally present their case and is given a written

statement of the appeal outcome including the reasons for the decision

Complaints

If students have a problem or complaint with a trainer, assessor, REINSW employee, a fellow

student, program of learning, facilities or any component of the learning services students

should use the following procedure:

Step 1: In the first instance, talk to the trainer/assessor.

Step 2: If it is not appropriate for students to talk to the trainer, students can request to speak

with the Education and Training Manager or put the complaint in writing and address the letter

to the Education and Training Manager. All complaints must be in writing and include any verbal

conversations which may have taken place. All complaints must identify the complainant, if

there is more than one complainant all must be identified in all written documentation. Refer to

complaint form Appendix 2

Step 3: The Education and Training Manager will respond to the written complaint within 7

working days.


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Step 4: If students are dissatisfied with the Education and Training Manager’s response they

can appeal the decision by requesting to have the matter referred to REINSW General

Manager. This appeal must be in writing, addressed to the General Manager and identify the

complainant(s).

All complaints MUST be submitted in writing using the compliant form and identify the

complainant(s).

Complaints can be posted to REINSW 30-32 Wentworth Avenue, Sydney, NSW 2000 or e-

mailed to [email protected] attention to the Education and Training Manager

There is no cost involved in the complaints process. However, if a student wishes an external

agency to be involved, the student may have to pay a fee for that service.

Assessment Appeals

If students are dissatisfied with a Not Competent decision, an assessment appeal can be made.

Students wishing to make an appeal must

Do so by using the assessment appeals form in this handbook

submit the appeals form to REINSW within 15 business days of the assessor sign off

date

No assessment appeal will be accepted after 15 business days from the date of the

assessor sign of date stated on the assessment feedback form.

Upon receiving an assessment appeal, REINSW will

Acknowledge the appeal in writing within 2 business days of receiving the request

Undertake the review of the assessment within 7 business days

The Assessment and Student Support Administrator will organise a time for the student to

speak with an assessor. An assessor will contact the student and outline the reason(s) why they

were deemed Not Competent.

If it is necessary for students to repeat a Unit of Competency because they have been deemed

Not Competent they may do so only once during the period of study for the course.

REINSW will address any appeal in an effective and timely manner, aiming to resolve all

appeals within 7 working days of the appeal being received in writing by REINSW. All re-

assessments involve an assessor who is independent of the initial assessment which is subject

to the appeal. The outcome of the resolution relating to the written appeal will be made in writing

to the student.



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If that has been done and student are still not sure why the assessment was unsuccessful, they

can make a formal request in writing outlining the reason(s) for the appeal, and forward this to

the Education and Training Manager. Students have the right to appeal within 14 days of

receiving notification of the decision made in relation to the initial assessment outcome. Please

refer to the assessment appeals form, Appendix 3

Every effort is made to settle the appeal to both the student and REINSW’s satisfaction. Should

this not be possible, discussions will be held with the Education and Training Manager, who will

take responsibility for implementing the formal appeals process.

REINSW will act upon any substantiated complaint or appeal and may see the result as an

improvement opportunity. All appeals and complaints including their resolutions are reviewed at

our management meetings and, if appropriate, will result in a continuous improvement activity.

There is no cost involved in the appeals process. However, if a student wishes an external

agency to be involved, the student may have to pay a fee for that service.

If students are still dissatisfied with the outcome they may appeal the decision by requesting to

have the matter referred to either, NSW Department of Education and Communities (NSW

DEC) or Australian Skills Quality Authority.

State Training Authority (NSW Department of Education &

Communities)

13 28 11

www.training.nsw.gov.au

Australian Skills Quality Authority (ASQA) 1300 701 801

www.asqa.gov.au

Declaration

You will be required to sign and attach a Student Declaration for each assessment you submit

for marking. In reading and signing this form, you acknowledge that:

o I have the right to appeal either the process or the outcome of this assessment, as set out in

the assessment booklet and the student handbook

o I have read and understood the Student Handbook (including its Privacy Policy), which can

be found at: http://www.reinsw.com.au/Student-Handbook/default.aspx, and agree with and

acknowledge its terms

o Work contained in this document has been completed by me only and not copied from

another person

o I have referenced and/or acknowledged all necessary authors


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

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

http://www.reinsw.com.au/Student-Handbook/default.aspx

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o I have kept a copy of my assessments and understand REINSW takes no responsibility for

lost or damaged assessments. In the event I don’t keep a copy of my assessment I will

resubmit at my own cost and time

o Where required, I have completed in full any agreements, forms and contracts in relation to

this assessment. I understand and acknowledge that partial completion of this assessment

will not be accepted by REINSW

o Where necessary, I have attached supporting documents which are clearly labelled with my

name, the question and the task number (where applicable)

o I acknowledge that REINSW will provide, and I agree to REINSW providing, access to my

training records and results to my employer who funds my learning, upon request by that

employer

o I acknowledge that Federal and State agencies have the right to access any part, or all, of

my assessment and results for auditing and monitoring purposes

o I consent to REINSW using my de-identified assessment and results for internal moderation

and validation purposes

o I have signed each page of this assessment

Assessment Moderation Strategy

Random samples of marked assessments are collected routinely for each Unit of Competency,

trainer and assessor. An assessment moderation meeting is conducted once a year with

relevant REINSW staff and qualified trainers and assessors with industry specific skills and

knowledge to ensure a consistent approach to marking undertaken by each trainer and

assessor. This ensures that over a calendar year all trainers and assessors will have

assessments scrutinised for all Unit of Competencies in which they assess. In addition, this

strategy ensures a uniform quality as is required by the principles of assessment.

All assessments are produced centrally and are updated at each course review or when a

legislative change takes place. Copies of assessments are version controlled.

REINSW has a computerised student management system which allows for the tracking and

retention of all student assessment records.

Issuing of Qualification Certificates and Statements of Attainment

REINSW will issue where a whole qualification has been undertaken, a Qualification Certificate

showing the qualification code and name, together with a Transcript of Results for all the Unit of

Competencies contained in the qualification. REINSW will issue Statements of Attainment (SoA)

for all Unit of Competency completed as part of a qualification.


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REINSW will issue Qualification Certificates and Statements of Attainment only in a student’s

legal name, which has been verified by the Unique Student Identifier (USI). This name must be

used on the enrolment form. Where a student’s legal name has not been used, REINSW may

view this as incorrect or misleading information and the student may not be allowed to enrol or

may be withdrawn from the course.

REINSW will require legal documentation if a student has changed their name and requests a

Qualification Certificate or Statement of Attainment to be reprinted. A driver’s licence will not be

sufficient documentation.

Students will be issued with a Qualification Certificate or SoA within 14 business days from the

assessment judgement date by an REINSW assessor.

REINSW as an RTO under the Standard 3 clause 3.3 must issue AQF certification

documentation to a learner within 30 calendar days of the learner being assessed as meeting

the requirements.

Students will only be issued with Qualification Certificates or SoA’s upon completion of the

qualification or cluster which they have enrolled. Where a student has not completed and has

shown no activity within the outlined timeframes for completion, the students training record will

be marked in-active.

If you attend a specialist course (CPD) that is not part of a qualification or a Unit of Competency,

a Certificate of Attendance will be issued, reflecting number of points earned.

Student records including Statements of Attainment, Units of Competency and Qualification

records are kept for a period of 30 years.

In the event that REINSW discontinues operating as an RTO, student records will be held by ASQA. Please refer to ASQA’s website for further details www.asqa.gov.au

REINSW does not grant the Certificate of Registration. An application form must be obtained

from NSW Fair Trading. A copy of the REINSW’s “Statement of Attainment”, denoting

successful completion of the recognised requirement, should be attached to that application

form. Please contact NSW Fair Trading for timeframes as these can range from 4-8 weeks

13 32 20.

Qualifications: A qualification is issued where a student has successfully been deemed

competent in the required core and elective Unit of Competency as outlined in the Training

Packages packaging rules. The qualification will be sent to students from REINSW 14 working

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Transcript of Results: are used to document the performance of a student over a certain

period of time by listing the course units or modules taken, the credits gained, and the grades

awarded. It is an essential tool for academic recognition

Statements of Attainment (SoA): Statements of Attainment are issued where a student has

successfully completed and been deemed competent for a Unit of Competency. Where a

student is deemed NC for any unit, we will provide a Statement of Attainment for the Unit of

Competencies that have been achieved and provide the student with the opportunity for re-

assessment. Statements of Attainment will be sent to students from REINSW within 35 business

days from submission of assessments.

Certificate of Attendance (CoA): A Certificate of Attendance is issued for all CPD sessions,

with associated points on the certificate. Certificate of Attendance’s will be e-mailed to students

72 hours after the session. The Certificate of Attendance validates an individual attended the

session only and reflects the CPD points earned. It does not validate a student is competent in

the Unit of Competency.

Reissued Qualification Certificate/Transcript Fees

REINSW will reissue Qualification Certificates, transcript of results or statements of

attainment for a fee of $75. Where a request has been made in writing to REINSW for a

reissued Qualification Certificate, Statement of Attainment, Transcript of Results or

Certificate of Attendance, please allow a minimum of 7 working days, where the training

was completed within the last 12 months.

Where the training was completed over 12 months please allow 6-8 weeks

Any requests for a reissued Qualification Certificate will require the student to undertake

student verification

If your record is required to be retrieved from archives, you may be required to cover the

retrieval cost before this request is completed


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CHAPTER 5 OFFERED TRAINING

All learning and assessment provided by REINSW is conducted in plain English and must be

completed in plain English.


offered.

REINSW delivers Nationally Recognised Training from the Property Services Training Package

CPP07 in line with REINSW Scope of Registration.

Getting Started - Certificate of Registration

Times are all approximated on the content of each Unit of Competency required to be

completed to achieve the chosen Certificate of Registration and the capabilities of the engaged

learner.

Certificate of Registration Course (Real Estate): designed to equip you with everything you

need to successfully launch your career as a Real Estate agent.

Classroom – 4 days face-to-face training. 3 hours practical skills assessment.

Approximately 22 hours assessment activity post class

ELearning – online materials. Approximately 4-7 hours per Unit of Competency to be

completed, subject to learner’s capabilities. This time includes learning activities and

assessment

Blended Learning – combination of face-to-face training and eLearning tailored to meet

student needs. Approximately 5-7 hours per Unit of Competency to be completed.

Approximately 20 hours assessment activity for completion of 4 units of competency

Certificate of Registration Course (Stock and Station): designed for new entrants to the real

estate industry who intend to perform any of the functions of a stock and station agent.

ELearning – online materials. Approximately 5-7 hours per Unit of Competency

required, subject to learner’s capabilities. Approximately 20 hours assessment activity

Certificate of Registration Course (Business Broking): designed for new entrants to the real estate industry who intend to perform any of the functions of a business broker.

REINSW delivers this course by the following modes of delivery:




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Certificate of Registration Course (Strata Operations): designed for new entrants to the real estate industry who intend to perform any of the functions of a strata manager.



CPP30211 Certificate III in Property Services (Agency) - Traineeships

Times are all approximated on the content of each Unit of Competency required to be

completed to achieve the Certificate III in Property Services (Agency) and the capabilities of the

engaged learner.

REINSW has developed 4 specialising streams:

Sales

Property Management

Stock and Station

Agency Administration

These streams have been developed, with the job role in mind, comprising relevant units to the

individual job roles.

This qualification is delivered via blended learning for trainees.

Correspondence – Self-directed learning supported with comprehensive learning

resources provided to the student via REINSW online portal, with an allocated

trainer/assessor, who will conduct workplace visits throughout the traineeship.

Approximately 7 hours per Unit of Competency required, subject to learner’s capabilities.

Approximately 20 hour’s assessment activity

ELearning – online materials. Approximately 7 hours per Unit of Competency required,

subject to learner’s capabilities. Approximately 20 hour’s assessment activity. Only the

four units of competency for the Certificate of Registration (Real Estate) are available

through eLearning

Classroom – trainees were the Unit of Competency is available may attend classroom

based training


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Essentials Series – Licensing (Units of Competency from CPP40307

Certificate IV in Property Services (Real Estate)

Assessment times are all approximated on the content of each Unit of Competency required to

be completed to achieve the chosen essential series cluster and the capabilities of the engaged

learner.

List and Market Property: learn what you need to know to successfully appraise, list and

market property.

A recommended pre-requisite for this course is the completion of Certificate of Registration

Course (Getting Started CORC).

Classroom – 3 days face-to-face training. Approximately 25 hours assessment activity

for completion of 5 units of competency

Keeping the Books: specifically designed for agents who want an overview of business

management and accounting.





You and the Law: provides you with a broad knowledge of the legal framework impacting you

and your daily work practices.





People Management: learn the different learning styles that work best for different people, and

how you can encourage and motivate individual, teams and identify specific learning needs.






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Trust Accounting: learn the essential legislative requirements to successfully conduct a clean

and safe audit of your trust account.



Classroom – 3 days face-to-face training. Approximately 5 hours assessment activity for

completion of 1 unit of competency

Property Sales: learn everything you need to know about sales processes, from the

fundamental requirements and obligations to the steps involved in ensuring a streamlined and

effortless settlement.

A recommended pre-requisite for this course is the Certificate of Registration (Getting Started

CORC) and it is recommended that the List and Market Property essential is completed before

OR currently working in the real estate industry.



Property Management: learn how to build a successful career as a property manager, from

tenancies to planning for rental and tenancy reviews.

A recommended pre-requisite for this course is the Certificate of Registration (Getting Started

CORC) and it is recommended that the List and Market Property essential is completed before

OR currently working in the real estate industry.



Auctioneers Specialised Essentials – CPPDSM4004A Conduct Auction

REINSW Auctioneers Specialised Essentials course gives licensed agents the knowledge they

need to effectively perform auction sales in compliance with the Property, Stock and Business

Agents Act 2002 and allow you to obtain accreditation as an auctioneer from NSW Fair Trading.

The pre-requisite for this course is the current qualification CPP40307 Certificate IV in Property

Services (Real Estate) or completion of CPPDSM4019A (unit of competency from the Property

Sales Essentials course.


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Classroom – 3 days face-to-face training. Approximately 5 hours project work for

completion of 1 unit of competency


required, subject to learner’s capabilities. Approximately 5 hours assessment activity for

completion of 1 units of competency

Blended Learning – combination of face-to-face training and eLearning tailored to meet

student needs. Approximately 5-7 hours per Unit of Competency to be completed.

Approximately 5 hours project work for completion of 1 units of competency

Buyers Agent

REINSW Buyer's agent’s course is designed for licensed professionals that specialise in

searching, evaluating and negotiating the purchase of property on behalf of the buyer. They do

not sell real estate.


Classroom – 8.5 days face-to-face training. Approximately 45 hours project work for


ELearning – online materials. Approximately 5-7 hours per Unit of Competency to be

completed, subject to learner’s capabilities. Approximately 45 hours project work for


(Blended Learning) – combination of face-to-face training and eLearning tailored to

meet student needs. Approximately 5-7 hours contact Time per Unit of Competency to

be completed. Approximately 45 hours project work for completion of 9 units of

competency

On-Site Property Management

REINSW On-Site Property Management course is designed for professionals to acquire the skills needed to give possession of residential premises under a lease, licence or other contract or arrangement, or collecting bonds, deposits, rents, fees or other charges in connection with any such lease, licence or other contract or arrangement.




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Continuing Professional Development (CPD)

Under the Property Stock and Business Agents Act 2002, Licence or Certificate of Registration

holders must undergo Continuing Professional Development (CPD) training each year prior to

the renewal date of their licence or certificate. Certificate and Licence holders must gain a

minimum of 12 points annually, with a maximum of 11 points carried forward to the following

year.

CPD may be undertaken from any of the learning categories listed below. However, if training is

undertaken under learning category 1, it must be combined with training from learning

category 3.

Learning Category 1: An activity with an identifiable learning outcome. The training must be

delivered interactively such as by CD-ROM, workshops, a web-based tool, forums or

conference presentation. A maximum of four points per year can be achieved in learning

category 1.

Learning Category 3: Structured learning with an assessed learning outcome linked to either a

relevant Australian university qualification or a relevant national training package outcome

delivered by a registered training organisation; or

outcome delivered by an industry association or a government agency such as the NSW

Department of Industry and Investment or NSW Fair Trading. Courses must be approved by the

Director General, NSW Fair Trading except for courses delivered by the Real Estate Institute of

NSW.

The above information is available in further detail on the Continuing Professional Development

- NSW Fair Trading

REINSW offers a series of CPD workshops in both learning categories, designed to provide a

toolkit of practical “performance enhancing” systems and strategies. Many of the CPD courses

are aligned to units of competency in the Property Services Training Package.

Upon completion of your CPD training, you will receive a Certificate of Attendance outlining the

activity undertaken and the points received.

In some cases, where the CPD is aligned to a full unit of competency, you will also be awarded

with a Statement of Attainment that may count towards another qualification through the

process of RPL.


http://www.fairtrading.nsw.gov.au/ftw/Property_agents_and_managers/Continuing_Professional_Development.page?

http://www.fairtrading.nsw.gov.au/ftw/Property_agents_and_managers/Continuing_Professional_Development.page?

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CHAPTER 6 – POLICIES

Education and Training staff is available during business hours to support and answer any

questions a student may have.

Upon commencement of learning for all modes of delivery, REINSW conducts a short student

induction which includes;

an overview of the learning being undertaken

orientation of the facilities for class learning

information on resources and equipment provided by REINSW

information on resources and equipment students need to provide

information how to obtain assistance and support

Information on student procedures via the Student Handbook located on the REINSW

website.

In all instances, REINSW will fully communicate and consult with its students, and support the

learning needs of individual students within the scope of expertise for which REINSW hold.

REINSW reserves the right not to process a student’s enrolment if it is unable to provide the

required support for a learner.

Please refer to the Student Code of Conduct – Appendix 1

REINSW does not photocopy for students.

Equal Employment Opportunity

REINSW provides equal opportunity for all employees, contractors and students regardless of

sex, pregnancy, race, marital status, sexuality, age, family/carer responsibilities, disability,

transgender, political conviction or religious belief.

REINSW is committed to examining all policies and practices, as they affect employees,

contractors and students, to ensure the elimination of discrimination and harassment. REINSW

is committed to providing a work and study environment free from vilification.

As a student, you have the responsibility to:

Prevent harassment and discrimination against others at the REINSW

Respect differences among students and trainers such as cultural and social diversity

Treat people fairly, without discrimination or harassment.

Whilst all students are provided with equal opportunity to complete courses with the REINSW,

there may be some students who are not eligible to obtain a Certificate of Registration from


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NSW Fair Trading. Please contact NSW Fair Trading if you have any concerns regarding your

eligibility.

REINSW does not accept enrolments of students who will be under the age of 16 at the time of

enrolment.

NSW Fair Trading - 13 32 20 (8.30am - 5pm, Mon-Fri) www.fairtrading.nsw.gov.au

Access and Equity

REINSW promotes access and equity in education and training opportunities for all students by:

Treating students fairly in an environment free from discrimination and harassment

Respecting students’ rights to privacy and confidentiality

Providing relevant information to students on how to lodge a complaint or to make

suggestions for improvement of services without fear of being victimised

REINSW will not tolerate discrimination towards any group or individuals in any way, and

complies with the following legislation.

Anti-Discrimination

REINSW is committed to providing programs to assist members of Equal Employment

Opportunity (EEO) groups to overcome past or present disadvantage. EEO groups are people

affected by past or continuing disadvantage or discrimination. These groups include:

Women

Aboriginal people and Torres Strait Islanders

Members of racial, ethnic and ethno-religious minority groups

People with disability.

REINSW considers the following ways of improving employment access:

Making workplace adjustments for people with a disability (see below)

Identify and implement workplace change which supports EEO group participation

Provide training and development for members of EEO groups

Offering support where REINSW is unable to provide required language programs

Students may also contact the NSW Anti-Discrimination Board:

Level 4, 175-183 Castlereagh Street, Sydney, NSW 2000

Tel: 02 9268 5555

Fax; 02 9268 550

E-mail: [email protected]


http://www.fairtrading.nsw.gov.au/


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Disability

Employees, contractors and students with disabilities are encouraged to discuss with REINSW

any ‘reasonable adjustments’ to the work and learning environment which they consider being

necessary or would assist them in the performance of their duties or studies. For any changes

relating to the REINSW, employees, contractors and students should contact the REINSW RTO

Compliance Coordinator or Education and Training Manager.

Careful consideration will be given to each individual situation, and where reasonably

practicable, adjustments will be made.

There may however be circumstances where it will not be reasonable or practical for REINSW

to accommodate an individual’s specific situation.

REINSW is not a specialist in areas of disability and as such can only offer limited support in

this area. In these instances, REINSW reserves the right not to process a student’s enrolment if

unable to provide the required support for a learner.

REINSW has wheelchair access into and around the building. A disabled toilet which allows for

wheelchair access is available on the ground level in the foyer, your trainer or an REINSW staff

member can provide you with the exact location. A ramp has also been installed allowing for

wheelchair access into the student courtyard, located on level 4.

Monitoring and Review

REINSW monitors the EEO status of employees, contractors and students working and studying

within the REINSW.

Outcomes of EEO monitoring are used to help determine programs and special measures for

people in EEO groups. The effectiveness of these programs are also monitored and reviewed

as part of the REINSW Continuous Improvement Process.

All complaints regarding discrimination will be treated seriously and investigated promptly,

confidentially and impartially. Students can lodge complaints by following the Education and

Training complaints and grievance policy.

If your complaint is not resolved you can seek advice from the Anti-discrimination Board on

(02) 9268 5544.


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Prevention of Harassment, Vilification, Bullying

All employees, contractors and students have an equal opportunity to work and study at the

REINSW. The REINSW will not tolerate behaviour which is harassing, vilifying or bullying.

It is against the NSW Anti-discrimination Act, 1977 (NSW) for employees, contractors and

students in educational institutions to be harassed during the course of their work or study

because of their sex, pregnancy, race (including colour, nationality, descent, ethnic or religious

background), marital status, disability, sexuality, HIV/AIDS status or transgender. Federal anti-

discrimination legislation also applies to staff, contractors and students.

REINSW is committed to providing an environment which recognises and respects the diversity

of employees, contractors and students. REINSW is committed to providing a work and study

environment free from harassment, vilification and bullying and supports the rights of all

employees, contractors and students to work and study in a safe and healthy environment free

from such behaviour.

REINSW recognises that harassment, vilification and bullying demeans and infringes the rights

of individuals and groups, damaging the work and study environment. Harassment, vilification

and bullying will not be tolerated at REINSW. Complainants of harassment, vilification and

bullying will not be victimised for making a complaint through the Education and Training

complaints and grievance policy.

Sexual Harassment

REINSW deplores all forms of sexual harassment and seeks to ensure that the work and study

environment is free from such harassment. Implementation of this policy is the responsibility of

all managers and staff, employees, contractors and students are expected to comply with the

policy.

All new trainers and employees are informed of REINSW’s policy on sexual harassment at

induction, where it is stressed that all complaints will be treated seriously.

Working with Children

To ensure good work practices, all Education and Training team members, contract trainers and

assessors have undergone Working with Children Checks. These checks are a pre-requisite for

anyone in child-related work and involve a national criminal history check and review of findings

of workplace misconduct.


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Responsibilities

The Education and Training Manager is responsible for ensuring that the work and study

environment is free from harassment, vilification or bullying actions and behaviour by:

Ensuring that employees, contractors and students understand that these types of

actions and behaviour will not be tolerated in the work/study environment

Requesting that any behaviour which could be considered harassment, vilification or

bullying cease immediately.

All employees, contractors and students have a role to play in eliminating harassment,

vilification and bullying by not encouraging or showing support for harassment, vilification or

bullying aimed at work or learning peers. This can be achieved by:

Refusing to join in with these types of actions and behaviour

Supporting the person saying no to these behaviours

Acting as a witness if the person being harassed decides to lodge a complaint.

If an employee, contractor or student feels harassed, vilified or bullied, the employee, contractor

or student is encouraged to inform the person where the behaviour is unwanted, unacceptable

and/or offensive. If the employee, contractor or student feels unable to approach the person, or

if the behaviour continues following their request that the behaviour cease, the Education and

Training Manager should be contacted.

Language, Literacy & Numeracy (LLN)

REINSW is committed to supporting students with English language, literacy and numeracy

(LLN) needs within the scope of REINSW expertise.

Students with individual needs or requirements for LLN support services are encouraged to

advise REINSW upon enrolling.

If during the enrolment process a LLN concern is reflected on the enrolment form by the student

or independently identified through the REINSW staff member enrolling the student, the student

will be referred to the RTO Compliance Coordinator for consultation.

Early identification and consultation allows REINSW to clarify;

the level of the student’s capability in line with the required level of learning

the appropriate support needed

REINSW ability to provide suitable support

a plan of action


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During this consultation the student may be required to complete an indicator test to assist in

clarifying the items listed above.

Students, who experience any language, literacy and numeracy (LLN) difficulty during class, are

asked to immediately speak to their trainer and in the case of eLearning or correspondence

learning contact REINSW customer service at their earliest convenience. Upon advising

REINSW the steps outlined above will be taken, to clarify each individual’s situation.

Where special needs of a student are identified during the consultation between REINSW and

the student, modification of training and assessment strategies may apply, including extensions

to accommodate their needs.

In all instances, REINSW will fully consult with, and support the learning needs of its students

within the scope of expertise for which REINSW holds. REINSW is not a specialist in areas of

language, literacy and numeracy and as such can only offer limited support in this area. In these

instances REINSW reserves the right not to process a student’s enrolment if unable to provide

the required support for a learner.

If in the event the REINSW is unable to provide the appropriate support required, REINSW will

provide information to the student on alternative learning options.

Grievances

REINSW recognises the sensitive nature of complaints of discrimination, harassment,

vilification, bullying, sexual harassment or abuse. If students do not feel comfortable raising the

matter with their trainer/assessor, they may raise the matter with the Education and Training

Manager.

The following actions may be taken by the person to whom the matter is disclosed:

Students who are victims of minor harassment are advised to try an informal approach in

the first instance. By either speaking directly to the harasser or in a letter, students can

make it clear that the behaviour is unacceptable, that it is causing distress and that it

must stop

Where informal methods fail, or serious harassment occurs, students are advised to bring a

formal complaint. The complaint should be made in writing and, where possible, the name of the

harasser, the nature of harassment, dates and times when harassment occurred, names of

witnesses to any incidents of harassment and any action already taken by the complainant to

stop the harassment. The complaint should be sent to the Education and Training Manager.

Complaint form Appendix 2


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All complaints MUST be in writing using REINSW compliant form and the complainant(s)

identified and can be posted to 30-32 Wentworth Avenue, NSW 2000 or e-mailed to

[email protected]

Investigation of Complaints

As soon as a complaint of discrimination, harassment, vilification, bullying, sexual harassment

or abuse is made, action is taken to separate the harasser and complainant during the course of

the investigation.

The Education and Training Manager will carry out an investigation as quickly as possible. This

will include interviewing the complainant, the harasser and any witness. Any statements by

witnesses will be made available to the complainant and harasser.

Any person interviewed in the course of the investigation may be accompanied by a colleague

of their choice at the interview. Requests for support of an external person may also be

acceptable.

All people involved in investigations are expected to respect confidentiality. The outcomes of the

investigation will be confirmed in writing to both the complainant and the harasser.

If the complainant is not satisfied with the way the complaint has been handled, they may

request that REINSW General Manager reconsider the matter. Such requests should be made

within five working days of the written confirmation of the outcomes of the investigation and

must be in writing with the complainant(s) identified. Decisions from this second investigation

will be sent, in writing, to both parties and will be final.

Action where discrimination, harassment, vilification, bullying, sexual harassment or

abuse is found:

Where it is concluded that discrimination, harassment, vilification, bullying, sexual harassment

or child abuse has taken place, the harasser will be given the opportunity to defend or explain

their actions. Harassment is a serious issue, a student found to have harassed an employee

contractor or another student may be expelled from training and REINSW, without refund.

Employees found guilty of harassment will be subject to internal disciplinary procedures and

may be dismissed. Contractors found guilty of harassment may have their contracts terminated.

Where expulsion, termination of contract or dismissal is not justified, REINSW will take action to

ensure that the victim is able to continue working or learning (in case of students). After



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discussion with the victim, the harasser may be removed from running or participating in the

particular training that the victim is participating in. In the case of employees, the harasser may

be transferred to a different work area or other arrangements may be made to minimise contact

between the two parties.

Students, employees and contractors may appeal against these penalties under the complaints

and grievance policy.

Work Health and Safety

REINSW is committed to providing a safe and healthy work environment for its staff,

contractors, students and visitors. REINSW encourages all workplace participants to regard

accident prevention and working safely as a collective and individual responsibility.

REINSW recognises its corporate responsibility under the Work Health and Safety Act 2011 and

related regulations. The Education and Training Manager has a key responsibility for ensuring

the health and safety of staff, contractors, students and visitors. In fulfilling this responsibility,

REINSW has a duty to provide and maintain, as far as practicable, a work environment that is

safe and without risk to health. This includes to:

Provide and maintain safe equipment and systems of work

Provide, monitor and maintain systems for safe use, handling, storage and

transportation or equipment and substances

Maintain the workplace in a safe and healthy condition

Provide adequate facilities to protect the welfare of all employees and students

Provide information, training and supervision for all staff and contractors, helping them to

integrate WHS into their work areas and roles

Provide information, where relevant, to students, allowing them to learn in a safe and

healthy manner

Check WHS system compliance via ongoing workplace inspections

Integrate continuous improvement into REINSW WHS performance

REINSW provides storage cubes in training rooms, for students to place their bags to ensure

these items are not on the floor and become potential trip hazards.

Work Health & Safety Act 2011 can be found at www.legislation.nsw.gov.au

Students are advised to report any WHS issues or incidents directly to their trainer immediately.


http://www.legislation.nsw.gov.au/

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Reporting Injuries & Near Misses

All injuries must be reported to the Education and Training Manager, who is responsible for

ensuring that reporting requirements are met.

Students are also encouraged to report near misses. These are situations where injuries or

accidents could easily have occurred or were narrowly avoided.

Near misses should be reported to the Education and Training Manager, who is responsible for:

Informing Human Resources

Investigating the cause of the near miss

Implementing preventative strategies

Human Resources reports regularly to the Management team on the incidence of near misses.

First Aid

REINSW is committed to providing a comprehensive and accessible first aid service for staff,

students, contractors and visitors.

Nominated First Aid Officers are onsite at all times as required

Nominated First Aid Officers provide initial treatment to injured or ill employees,

contractors, students or visitors, consistent with their level of training and competence

All Nominated First Aid Officers must:

Be trained to a minimum of an approved first aid course

Attend annual refresher training in both basic life support and other first aid areas in

line with the guidelines for refresher training.

Have completed and cleared a Working with Children Check

REINSW ensures that all Nominated First Aid Officers meet this minimum requirement and will

ensure that appropriate recertification is obtained.

Security

REINSW is committed to ensuring the security of employees, students, contractors and visitors

and of REINSW property and premises. REINSW expects all individuals to maintain security

and take care of their personal safety. The REINSW is equipped with sensors and security

alarms to ensure added security for students and staff. Anything or anyone of a suspicious

nature should be advised to the trainer or Education and Training Manager.


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Students are responsible for their own property, REINSW is not responsible for any lost or

stolen student property.

Emergency Procedures

REINSW is committed to establishing and maintaining effective emergency procedures for its

premises. Emergency procedures are designed to protect the safety of people on REINSW

premises. As such, the cooperation of all employees, contractors, students and visitors is

essential.

Emergencies are abnormal or dangerous situations that require immediate attention. Such

situations could include:

Major accident

Fire and/or explosion

Bomb threat

Radiation emergency

Hold up

Earthquake

Hazardous material spill or

leak

All emergencies should be advised immediately to reception giving the following information:

Nature of emergency

Location

Any casualties

Whether emergency services have been contacted

The Education and Training Manager should also be advised, and the following steps should be

taken while waiting for evacuation orders:

Alert everyone in the area

Switch off machinery

Turn off air conditioning

Follow instructions of management or Emergency Warden in Charge

Remain calm and do not take risks

Be ready to proceed in a safe and orderly manner down the fire stairs

UNDER NO CIRCUMSTANCES ARE LIFTS BE TO USED

Once evacuation orders are received:

Leave the building immediately via nearest exit

Proceed to assembly area for the building

Remain in the assembly area until advised that the emergency is over


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Do not re-enter the building until advised it is safe to do so by the Emergency Warden (in

the case of fires) or emergency response personnel (in the case of other emergencies)

Refer to the emergency procedures – Appendix 4

Quality Management and Feedback

REINSW abides by the AQF to ensure consistency and a high level of service to all students

engaged in our training services.

To assist us to provide quality service, all students are asked for feedback on their enrolment,

training, and assessment experiences. Training evaluation feedback forms are provided to all

students undertaking training which assist us to determine where improvements can be made to

our services.

From time to time the REINSW may develop other questionnaires seeking information from

students about their perceptions of our service and ideas for improvements and future

development.

REINSW annually surveys trainers and assessors across numerous areas of the learning

function of REINSW. The primary objective of this survey is to ensure REINSW Education and

Training Department operates as effectively as possible for all stakeholders. The feedback from

these surveys is reviewed and, where required actions identified and placed in the Continuous

Improvement Register for completion.

REINSW as an RTO is required to comply with the Standards for Registered Training

Organisations (RTOs) 2015 continuing registration, which requires RTOs to collect and report

their performance against the learner engagement, employer satisfaction and competency

completion quality indicators to their registering body. At the end of each course you will be

asked to complete this quality indicator survey. These surveys are used for continuous

improvement of REINSW.


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Privacy Regulation in Australia - Privacy Act 1988

What is the Privacy Act?

The Privacy Act 1988 (Cth) (the Act) commenced operation in Australia in 1990. The Act

established a national law that regulates how personal information, including sensitive

information (explained below) is collected, used, stored and disclosed. The Act also gives

individuals access and correction rights in relation to their own personal information, including

sensitive information.

For the purposes of the Act:

Personal information is any information or an opinion about an identified individual, or

an individual who is reasonably identifiable (a) whether the information or opinion is true

or not; and (b) whether the information or opinion is recorded in a material form or not.

Sensitive information is personal information about a person’s racial or ethnic origin,

political opinions, membership of a political association, religious beliefs or affiliations,

philosophical beliefs, membership of a professional or trade association, membership of

a trade union, sexual preferences or practices or criminal record, or biometric

information that is to be used for the purpose of automated biometric verification or

biometric identification or biometric templates.

Throughout the rest of this section and unless stated otherwise, where we refer to ‘personal

information’ we include reference to ‘sensitive information’.

The REINSW Approach

The REINSW will, to the extent that the Act applies, comply with its obligations under the Act.

The REINSW is a member-based organisation whose members are mainly real estate

organisations and agents in New South Wales.

REINSW may amend, or amend and restate, this Privacy Policy from time to time and may

subsequently notify the student of any changes to this Privacy Policy by updating it on

REINSW’s website, by updating this Student Handbook or by other written notification to the

student. Any changes to this Privacy Policy take effect upon the earlier of the update to the

website, update to this Student Handbook or other notification to the student.

The REINSW provides educational and professional development courses to Member and non-

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Personal information including sensitive information (together referred to as ‘personal

information’, below) may be collected by REINSW about any student. Personal information will

be collected during the enrolment process for a course and during the provision of the learning.

The personal information provided or collected from other sources is necessary for REINSW to:

(a) consider and assess the learning requirements and needs of the student; (b) if an application

for learning is received and learning is subsequently scheduled, REINSW may also use the

information including personal information, as required to supply or to procure the supply by

third parties of the learning to the student; (c) as part of REINSW’s obligations as a Registered

Training Organisation governed by the Vocational Education Training Quality Framework, to

supply information including personal information in relation to the student, to the Australian

Skills Quality Authority (ASQA) (the national regulator for Australia’s vocational education and

training sector), the National Centre for Vocational Education and Research (NCVER), the

Department of Education and Communities (DEC) and any other relevant government body or

authority; (d) if after learning is supplied, to provide (if appropriate) verification or certification of

completion of the relevant learning; (e) if after learning is completed and upon request by the

student’s employer who funded the learning, to provide that employer with the student’s learning

records and assessment results; (f) process any payment (including without limit the exchange

of personal information with the relevant payment provider); and (g) comply with any applicable

law.

Personal information collected about the student that receives learning, may be disclosed by

REINSW for the purpose for which it was collected to other parties including to third parties

engaged by REINSW, ASQA, NCVER, DEC and any other relevant government body or

authority, authorised persons (including the student’s employer who funded the learning and

those requesting verification or certification of completion of the relevant learning), and to

relevant payment providers and otherwise as required by any applicable law. If the information

including personal information is not supplied by the student, REINSW may not be able to carry

out or procure the services referred to above effectively or at all.

REINSW takes reasonable precautions to protect the personal information it holds from misuse,

loss, and unauthorised access, modification or disclosure.

REINSW may also use the attendees information including personal information (but not

including any sensitive information) for marketing and research purposes, to analyse and

improve benefits, products and services and to inform the student of benefits, products and

services provided by REINSW, its related entities, preferred suppliers, contractors or other third

parties which REINSW consider may be of value or interest to students; unless the student tells

or has told REINSW not to. If the student does not wish to receive information about benefits,

products and/or services then, to opt-out of receiving that information, they can either make the

appropriate selection on the relevant enrolment form or by contacting the Membership Team, for

that purpose, at [email protected] or on (02) 9264 2343. Students should allow 10

business days before any opt-out becomes effective.



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The student has the right to request access to any personal information held by REINSW which

relates to them, unless REINSW is permitted by law (including the Act) to withhold that

information. REINSW may charge a reasonable fee where access to personal information is

provided (no fee may be charged for making an application to access personal information).

Any requests for access to the student’s personal information should be made in writing to the

Privacy Officer (specified below). The student has the right to request the correction of any

personal information which relates to them that is inaccurate, incomplete, irrelevant, misleading

or out-of-date.

If a student requires any further information about REINSW’s management of personal

information or has any queries or complaints, they should contact:

The Privacy Officer

The Real Estate Institute of NSW

30-32 Wentworth Avenue, Sydney NSW 2000

[email protected]

By enrolling in and attending the course/learning, the student acknowledges that it has read,

understands and accepts the terms of this Privacy Policy and the permissions to collect, use

and disclose personal information, and the student authorises REINSW to collect, use and

disclose, in accordance with the Act, the personal information for the purposes specified in this

Privacy Policy.

Contacting Trainers and Assessors

During course attendance, students are provided with e-mail access, via REINSW to their

trainer/assessor to assist them in clarifying questions; to provide additional information about

the learning and assessment activities and to address individual needs or to provide special

needs support.

For students undertaking learning via eLearning they can speak with a customer service

representative if they have any enquiries, who will contact trainers and assessors with a

message to return their enquiry.

All student enquiries are logged and a message left with the appropriate trainer or assessor as

soon as possible. Trainers and assessors will return calls within 24 hours of receiving the

message.

REINSW has an assessor available during business hours 8:30am – 5:00pm Mon-Fri. REINSW

assessor is available to assist students with any enquiries relating to assessment questions and

guidance if required to course information.



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CHAPTER 7– STUDENT WELFARE AND GUIDANCE

Students of REINSW are treated as individuals and are offered advice and support services

which assist in achieving identified outcomes.

As a support mechanism to REINSW students, staff, specialised welfare and guidance services

are available. Below are some services which may provide assistance to students.

Adult Migrant English Services (AMES) (02) 9289 9222

www.ames.edu.au

AMES is a learning provider of online English courses. They offer services to assist in learning

English, job seeking and workplace skills for successful settlement in Australia. Migrants,

refugees and humanitarian entrants can receive free tuition through government funded

programs (assessment process will be required to determine eligibility).

Head Office

Student/Community Support Service

84-86 Mary Street

Surry Hills

Reading Writing Hotline 1300 655 506

www.readingwritinghotline.edu.au

8am – 8pm

The Reading Writing Hotline is Australia’s national telephone adult literacy and numeracy referral service. It is funded by the Australian Government. The Reading Writing Hotline provides information on:

Reading and writing classes for adults in your local area

Distance learning if you are unable to attend classes

Commonwealth-funded English as a second language (ESL)programs for migrants

Commonwealth-funded programs for Centrelink clients

Literacy in the workplace programs

Australian Skills Quality Authority (ASQA)

National Regulator for Australia’s Vocational Education and Training sector. ASQA regulates courses and training providers to ensure nationally approved quality standards are met.

1300 701 801 9:00am – 7:00pm Mon-Fri

E-mail: [email protected] www.asqa.gov.au


http://www.ames.edu.au/

http://www.readingwritinghotline.edu.au/



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National Training Complaints Hotline

Protecting students and making it easier for consumers to report complaints with the most appropriate organisation to assist them.

13 38 79 – Mon – Fri, 8am – 6pm

Email: [email protected]

Australian Education International – National Office for Overseas Skills Recognition

AEI-NOOSR provides official information and advice on the comparability of overseas qualifications with Australian qualifications, using the Australian Qualifications Framework (AQF) as our benchmark.

1300 615 262 – Calls within Australia

+ 61 354 545 245 – Calls outside Australia

E-mail: [email protected]

www.aei.gov.au

NSW Department of Education and Communities (02) 9561 8000

Aboriginal Unit: (02) 9244 5393

Disability Services: (02) 9244 5085

Industrial Relations

Federal Awards: 1300 363 264

State Awards: 13 16 28

Traineeships and Apprenticeships: 13 28 11

Drug Counselling and Rehabilitation

Alcohol & Drug Info Service 9361 8000

Alcoholics Anonymous (Central South & West) 9799 1199

(City & East) 9387 7788

(North) 9488 9820

Telephone Counselling Services

Lifeline (24 Hour Counselling) 13 1114

Salvo Crisis Line 9331 2000

NSW Fair Trading

Licensing body for NSW Real Estate Agents




http://www.aei.gov.au/

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13 32 20 8:30am-5:00pm Mon-Fri

Aboriginal enquiry officer Freecall: 1800 500 330 Language assistance Telephone: 13 14 50 and ask for an interpreter in your language TTY (Teletypewriter) phone for the hearing impaired General Fair Trading enquiries: 1300 723 404 Property, Real Estate and Business Licensing: 02 9372 9085

Anti-Discrimination Board of New South Wales

Phone (02) 9268 5544 Toll free 1800 670 812 (for regional NSW only) Email enquiries: [email protected] Email complaints: [email protected]

NSW Department of Health - The Mental Health and Drug and Alcohol Office,

Phone (02) – 9391 9000




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APPENDIX 1 – STUDENT CODE OF CONDUCT

Enrolment in any REINSW course is taken as your acceptance of the Student Code of Conduct.

Any student who does not abide by this Code of Conduct may have their enrolment cancelled.

Trainers and assessor must refer these students to the Education and Training Manager.

ATTENDANCE AND PARTICIPATION

REINSW requires a minimum of 90% (an allowance for unforeseen circumstances only)

attendance and participation to all courses where in-class assessments are not required. Where

in-class assessment is required students must be in attendance to complete all required

assessments.

Where a student is not in attendance for these in-class assessments, the student may be

required to re-attend the whole day to complete the in-class assessments.

Class rolls are marked twice throughout the day, if your signature is not on the roll, you are not

in attendance, please ensure you always sign in as required.

Where a student’s signature is not on the class roll as required, it will be at REINSW as the RTO

discretion to contact the student and assess competency for the component of the unit of

competency where the student was absent.

It is also at the discretion of REINSW as to the course of action required to fulfil this absence.

This may involve gap training, where the student will have to attend the missed component of

the unit or verification of knowledge through either a phone or face to face conversation.

REINSW may also randomly select students for close out phone calls after the course for quality

control.

This requirement is in place to ensure students gain the learning they require to be able to

complete assessment components to a satisfactory standard allowing them to demonstrate the

appropriate level of competency required. REINSW assessments incorporate class participation

and activities, if you are not there, you are not participating and therefore you have not

completed the requirements.

REINSW is required by Australian Skills Quality Authority (ASQA) and NSW Fair Trading to

monitor class attendance and participation for each student.

In the event you cannot attend your course, you must contact REINSW Customer Service

before commencement of the course. In the event you need to leave early you must provide the


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trainer with the courtesy of advising in advance and, subject to the amount of time away, make

arrangements to catch up or re-attend at an alternate time.

Entry into the class for students arriving late will be at the discretion of the trainer. The decision

will be based on the learning outcomes of the Unit of Competency on the day.

There is no additional charge for students to re-attend missed days as long as the above

procedure has been followed and this allowance has not been abused. A medical certificate

may be requested by REINSW if more than 2 days of absence occurs.

It is expected that your behaviour in class ensures a positive learning environment. In order to

provide for such an environment it would be appreciated if the following could be adhered to:

Don’t be late for class at the beginning of the day nor on return from breaks. It becomes

distracting to both the trainer and other students if constant interruptions occur due to

late arrivals. Should you be delayed for any reason please contact REINSW so your

trainer can be made aware of this

CPD courses run on points. You are required to attend/complete the whole course to

gain associated points. If you do not attend and participate in the required course times,

you may have points calculated to the time you were in attendance or receive no points.

REINSW and its trainers retain the right at all times to refuse entry to late comers and to remove

disruptive students from the classroom. In these instances students will not be eligible for a

refund of any training fees.

Withdrawal

REINSW is committed to ensuring students make an informed decision regarding withdrawing

from or partially completing a training course.

Students, who are considering withdrawing from a course, should consult their trainer or

Customer Service for further information and discussion on the reason you are thinking of

withdrawing. REINSW may be able to offer you other options to assist you complete the course

you are enrolled in.

Students can withdraw from a course at any time, and will be eligible for a Statements of

Attainment for units of competencies where they have been deemed Competent up to

withdrawal. If a student stops going to class and handing in assessments a Not Competent

result will be provided.

Withdrawal from a course must be in writing and sent to REINSW, 30-32 Wentworth Avenue,

Sydney NSW 2000 or e-mailed to [email protected]



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Students will not be provided a refund for any not completed units of competency and if the

student wishes to commence the course at a later date will be required to undertake the

enrolment process again.

Student Illness

Any student suffering from temporary sickness, which could affect others such as colds, flus or

viral infections should not attend training until fully recovered. Students unable to attend due to

illness must advise Customer Service before the day’s class commencement. A medical

certificate may be required if students are absent for more than 2 days.

Student Enrolment Details

It is the responsibility of the student to notify REINSW Customer Service at

[email protected] of any change of name, or address which occurs during the enrolled

course.

REINSW is required to hold students full legal name on record. If for any reason a student

changes their name after enrolled with REINSW, they will be required to provide supporting

certified legal documentation to support the name change. If this is not supplied REINSW will

issue a Qualification Certificate or Statement of Attainment in the name which was supplied at

enrolment.

Dress Code

Students are asked to observe an acceptable dress standard when attending training at

REINSW. Smart casual attire is acceptable.

Unacceptable attire:

Bare feet

Thongs

Low cut necklines for women and open button shirts for men

Short skirts/shorts

Torn clothing

Offensive logo’s and/or wording on clothing

Sleeveless garments with longer than standard armholes, tank tops,



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Language

Students are asked to refrain from making comments or using language that others may find

unacceptable, disturbing or offensive.

Students using offensive language will be asked to leave the class forfeiting all paid fees.

Bullying

Bullying is repeated verbal, physical, social or psychological aggressive behaviour by a person or group directed towards a person or group that is intended to cause harm, distress or fear.

REINSW will not tolerate any form of bullying. If a student is reported to REINSW as being involved in bullying or being bullied, all parties involved will go through the complaints process outlined in the student handbook.

Violence

Violence of any kind will not be tolerated in or near REINSW premises. Where violence occurs REINSW will take disciplinary action against violators, consistent with federal, state and local laws.

Mobile Phones and Electrical Devices

Mobile phones must be switched off. If you are expecting an important call, please provide the

REINSW number in order for messages to be taken. Break times occur regularly and should

provide enough opportunity for retrieval of important messages. No student will be interrupted

during classes to take a phone call unless it is of utmost urgency

Any other electrical device which you may have which isn’t required for the learning program

you are enrolled in with REINSW must be switched off.

Cheating, Plagiarism, Collusion & Forgery

Cheating is the process of seeking to obtain an unfair advantage in written work, practical work,

an examination or other piece of work to be completed for assessment, such as the use of

another person’s work as though it were one’s own.

This behaviour includes:

Systematic rewording or changing key nouns and verbs,

Deliberate plagiarism

The taking of unauthorised material into examinations such as notes.

Seeking or offering assistance during an examination

Communicating with another student about examination material during an examination


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Looking at another’s examination paper

Illegally obtaining or distributing an examination

Using materials not authorised by an instructor such as notes and textbooks

Any other activity which would provide the student with an unfair advantage over other

students.

Plagiarism “is to take and pass off another’s thoughts, writings, etc. as one’s own.”

- Australian Pocket Oxford Dictionary (1993, p.793)

Generally plagiarism exists when:

The student copies sentences or blocks of text directly from articles, textbooks, websites, or other documents without appropriately acknowledging the original author or source;

The student submits or presents copies of work, in whole or in part, written by another student either with or without consent from that student;

Collaborating with another student during the completion of an assessment when the assessment is not of a collaborative nature.

In some instances, inadvertent plagiarism may occur in which the act of plagiarism occurred

without the intention to deceive, for example using quotation marks within the text but neglecting

to reference the original source or author. In these instances, REINSW will give consideration

to the opportunity to educate students about the appropriate academic conventions for

referencing.

To avoid plagiarism, ensure you provide credit by citing work whenever you present another’s

spoken viewpoints or written work either through a quote or paraphrasing, or if you include facts,

statistical data or graphics in your assessment. Use of referencing and bibliographies are

required in such cases. You will also be required to sign the Declaration of Authenticity Form

which states that your submission is of your own work and that all references to other material

have been acknowledged.

Collusion is the unauthorised collaboration with another person or persons in the assessment

process and submission of work. This may be in part or whole and involve collaborating on

projects, exams, research, written work, presentations, etc. without the trainer/assessor’s

approval. REINSW deems it is a student’s responsibility to ensure other students do not have

the opportunity to copy their work.

Forgery is the crime of falsely making or altering a writing by which the legal rights or

obligations of another person are apparently affected; simulated signing of another person's

name to any such writing whether or not it is also the forger's name.


http://dictionary.reference.com/browse/which

http://dictionary.reference.com/browse/name

http://dictionary.reference.com/browse/forge

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Consequences of Cheating, Plagiarising, Collusion & Forgery

For a piece of assessment to be deemed “Competent” a student must be able to demonstrate

their own understanding of the unit by presenting the assessment in their own words and

incorporating their own ideas.

Therefore cheating, plagiarism and/or collusion will not be accepted or tolerated by REINSW

and it is viewed as a serious breach of academic standards of behaviour for which severe

penalties will be imposed. In the case of cheating, plagiarism, and/or collusion a student will be

marked Not Competent and required to re-submit the assessment.

Forgery is viewed as a serious offence. If a student is found to have signed any documentation

relating to learning and assessment on the behalf of another student, both students may have

their enrolment cancelled.

REINSW may also investigate the matter further which may include a review of all assessments

submitted by the student. Students will be notified in writing of the outcome of any such review

and, if cheating, plagiarism, and/or collusion are evident, will be required to resubmit alternate

assessments. A repeat occurrence of cheating, plagiarism, collusion and/or forgery may lead to

the student’s enrolment in the course being cancelled.

Smoking, Alcohol and Drugs

REINSW programs and venues adhere to a strict policy of maintaining a drug-free environment

for all employees, students and visitors. The unlawful possession, use, or distribution of

controlled substances or alcohol is prohibited in or on REINSW premises, at any work-related

site or location at which REINSW duties or learning are being performed by REINSW students

or as part of any of REINSW’s activities.

As a student of REINSW, you agree to comply with the following requirements:

There is strictly no smoking in the building, including the foyer, fire stairs and doorways.

Those wishing to smoke must leave the building completely and move away from the

entrances to the building and dispose of cigarette butts properly

No alcohol or non-prescribed (illicit) drugs should be consumed prior to commencing and/or

participating in training and assessment with REINSW

REINSW will take disciplinary action against violators, consistent with federal, state and local laws. Such action may include referral for prosecution, suspension, or requiring satisfactory participation in a substance abuse treatment, counselling, or education program as a condition of reinstatement or continuation with REINSW.


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REINSW provides details of external resources which may assist any student requiring these services. Refer to Chapter 7 of the student handbook.

REINSW will not accept any obligation or liability, financial nor otherwise, should such actions be pursued by the student.

Expulsion

A student may have their studies terminated by management for unlawful or serious

misconduct, including but not limited to any of the items outlined in the Code or any of the

following inappropriate behaviours or activities:

Disruptive classroom behaviour,

Vandalism,

Drug use,

Intoxication

Damage to property,

Cheating,

Sexual harassment,

Violence,

Stealing

Where appropriate to the course of studies, a transcript of results will be issued for already

completed units. Such students will be excluded from further studies and membership may be

revoked. Unused student fees will be forfeited.

Without limiting the paragraphs above, if the Education and Training Manager or the Chief

Executive Officer of REINSW suspects that a student may (either during or subsequent to their

studies at REINSW) infringe any moral rights or intellectual property rights of REINSW, that

student may have their studies immediately terminated, without notice, at the absolute discretion

of the Education and Training Manager or the Chief Executive Officer of REINSW. In that

circumstance, the student must comply with all directions of the Education and Training

Manager or the Chief Executive Officer (as the case may be), including (without limitation) being

immediately escorted off the REINSW premises.


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APPENDIX 2 – COMPLAINT FORM

Name:

Date of complaint:

Course (if relevant):

Date of Course:

General area of complaint:

Training

Assessment

Administration

Financial

Personal

Other (please specify) …………………………………………………

Person(s) involved (if any):

Briefly describe the complaint:

I would like to make a formal complaint in relation to the above Yes

Signature:

Date:


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Office Use Only

Investigation conducted by:

Outcome of investigation:

Action required:

I have discussed this complaint with the complainant

I agree with the complaint

I disagree with the complaint

This complaint requires further investigation

I recommend further review of this complaint with a higher authority

I have entered/updated this complaint on the RTO Complaints Register

Comments:

Signature:

Date:


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APPENDIX 3 – ASSESSMENT APPEALS FORM

Name of student:

Course:

Date of Course:

Date of Completion:

Unit(s) of competency being appealed:

Name of assessor:

Date of assessment:

Date of appeal:

Briefly describe the reason you are appealing your assessment decision


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Signature:

Date:

Office Use Only

Appeal conducted by:

Outcome of appeal:

Action required:

I have reviewed the original assessment and assessment decision

I have moderated / discussed the assessment with another assessor

I agree with the original assessment decision

I disagree with the original assessment decision


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Office Use Only

I recommend further review of this assessment by an assessment panel

I have entered/updated this appeal on the RTO Assessment Appeals Register

Comments:

Signature:

Date:


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APPENDIX 4 – EMERGENCY PROCEDURE


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