StudentHandbook
CHPSchoolofHospitality
ABN:56000967199
RTONumber:6871
www.chpsoh.com.au
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20161
ContentsAboutUs.................................................................................................................................................3
StudentHandbook.................................................................................................................................4
StudentRightsandResponsibilities.......................................................................................................4
AccessandEquity...................................................................................................................................4
StudentSelectionandEnrolment..........................................................................................................4
CourseEnquiry.......................................................................................................................................5
Fees........................................................................................................................................................5
OtherPossibleFees............................................................................................................................5
Tuitionpayingbyinstalmentsisconditional......................................................................................6
PaymentMethods..............................................................................................................................6
CancellationsandRefunds.................................................................................................................6
Language,LiteracyandNumeracy(LLN)................................................................................................7
NationalRecognition..............................................................................................................................8
RecognitionofPriorLearning(RPL)/RecognitionofCurrentCompetency(RCC)...................................8
Assessments...........................................................................................................................................9
Marking..............................................................................................................................................9
Re-SchedulinganExam......................................................................................................................9
AccessandEquityinAssessments....................................................................................................10
AssessmentFeedback......................................................................................................................10
Plagiarism.........................................................................................................................................10
QualificationsandStatementsofAttainment......................................................................................10
AssessmentRecord..............................................................................................................................11
AccesstoStudentRecord.....................................................................................................................11
ComplaintsandAppealsPolicyandProcedure....................................................................................11
ImprovementOpportunity...............................................................................................................11
Informingthestudent......................................................................................................................11
ComplaintsProcedure......................................................................................................................12
Procedures.......................................................................................................................................12
Feedback..............................................................................................................................................14
Legislation............................................................................................................................................14
Privacy..............................................................................................................................................15
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20162
CHPSchoolofHospitalityUSIPrivacyNotice...................................................................................15
UniqueStudentIdentifier(USI)............................................................................................................15
DoyouneedaUSI?..........................................................................................................................16
HowtogetaUSI?.............................................................................................................................16
PrivacyPoliciesandComplaints.......................................................................................................17
Discrimination,Bullying,VictimisationandHarassment......................................................................18
WorkplaceHealthandSafety...............................................................................................................18
DisciplinaryProcess..............................................................................................................................18
AlcoholandDrugs................................................................................................................................19
StudentCounselling.............................................................................................................................19
StudentSupport,WelfareandGuidanceServicesAdvice....................................................................19
InterpretingService..............................................................................................................................20
SafetyandEmergency..........................................................................................................................20
FirstAid............................................................................................................................................20
Emergencies.....................................................................................................................................20
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20163
AboutUsCHPSchoolofHospitalityisaSydneybasedRegisteredTrainingOrganization(RTO)whichwasdevelopedbyCanterbury-HurlstoneParkRSLClubin1999toprovidearelevantresourcetothecommunityinhospitalitytraining.
Asan(RTO)accreditedbytheAustralianSkillsQualityAuthority,weareabletodelivernationallyrecognizedtrainingforthoselookingtoentertheindustry,ortodeveloptheircareers.
Forover16yearswehaveenjoyedanexcellentreputationasaninnovativecentreforqualityhospitalityandbusinesstrainingoutcomes.CHPSchoolofHospitalitywelcomesyouandtakesthisopportunitytooutlinetherolesandfunctionsofeachofthepeopleinvolvedinyourchosencourse.
OurFacilitiesOurclassroomworkshopsareheldinsideCanterbury-HurlstoneParkRSLClub.InOctober2014weopenedourcontemporarypurposebuilttrainingroom,fullyequippedwithafullservicebar,espressomachinesandplasmascreen.Acomfortableandambientenvironmentforafun&handsonwaytolearnjobreadyskillsintruetolifeenvironment.WhatWeOfferInadditiontoourworkshops,shortcoursesandfull-lengthqualificationandtraineeshiptraining,CHPSchoolofHospitalityalsooffers–customizedtrainingandrecognitionservicesfortheregisteredclubsindustry.WealsohaveaproudhistoryofprovidingsubsidizedtrainingtolocalschoolstudentsinCertificateIIinHospitality,Café,RSAandRCGcourses.Formoredetailedcourseinformation,pleasefeelfreetodownloadourcoursehandbookonwww.chpsoh.com.au.
OurCredentialsWeareaccreditedbytheAustralianSkillsQualityAuthoritytodeliverNationallyRecognizedTraining.WearealsorecognizedbyNSWOLGRandNSWFoodAuthorityasapprovedproviderstomandatorytrainingfortheclubindustry.OurRTONationalCodeis6871.
ProgramBenefits• Canbecustomizedtosuittheneedsofindividualhospitalityorganizations• Aredesignedtoallowflexibledeliveryoption• Haverealisticclasssizestomaximizethequalityofthelearningprovided• Arecompetitivelypriced• Aredeliveredbyprofessionaltrainerswithextensiveexperienceintheindustry
LocationTrainingisheldatourpurpose-builttrainingfacilitysituatedonthelowerlevelofCanterbury-HurlstoneParkRSLClub,20–26CanterburyRdHurlstonePark.CourseScheduleWeareconstantlyreviewingourcourseofferingandscheduling.Pleasecheckthewebsiteforcurrentcourseoptionsanddates.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20164
StudentHandbookAllCHPSchoolofHospitalitystudentswillhaveaccesstoacopyofthishandbook.Thishandbookcanbeaccessedonourwebsitewww.chpsoh.com.au.InitaresomeguidelinesonwhatisexpectedinthesayofbehaviourwhilstundertakingtrainingandassessmentwithCHPSchoolofHospitality.Staffandstudentswillbeexpectedtoabidebyitsdirectionandintent.
CHPSchoolofHospitalitywelcomesanyfeedbackorcommentsaboutthisStudentHandbook.
StudentRightsandResponsibilitiesAllstudentshavetherighttobetreatedfairlyandthestudentsalsohavearesponsibilitytorespecttherightsofotherstudentsandstaffwithinCHPSchoolofHospitality.Studentsmustberespectfulofothersandnotdiscriminateagainstanyone.Harassmentorbullyingisoffensiveandunacceptableandwillnotbetolerated.AllCHPSchoolofHospitality’sstaffareawareofthisrequirementandwillgiveyouallpossibleassistancetoprotectyourrightsandweexpectyouwillrespecttherightsofothers.AccessandEquityAllCHPSchoolofHospitalitystaffhavearesponsibilitytoupholdandmaintainthehigheststandardsofaccessandequityintheeducationofourstudents.Allourstaffarerequiredtomaintainourcodeofpracticeandallstudentsaremadeawareoftheirrightsandresponsibilities.StudentSelectionandEnrolmentAllenrolmentstoacoursewillbegivenfullandequitableconsideration.Wherethereareconditionsofenrolmentorpre-requisitesappliedtoaqualification,theseshallbeclearlystatedtothepotentialstudentsatthepointofenquiry.StudentswhohaveenrolledinaqualificationwillbenotifiedofacceptancebyemailormailfromCHPSchoolofHospitality.CriteriaareappliedpriortotheacceptanceofastudentbyCHPSchoolofHospitality.Thesecriteriaincludes:
• Yourabilitytocompletethequalification;• Yourprevioustrainingandeducation;• Relevantwork/lifeexperience(paidorunpaid,fulltime,part-time,casualorvoluntary);and• Identifiedprogramprerequisites/priorities.
InformationsuppliedonyourenrolmentformwillbeavailabletoCHPSchoolofHospitalitysothiscanbesubmittedtotheNationalCentreforVocationalEducationandResearch(NCVER).Thisinformationissuedforresearch,statisticalanalysis,programevaluation,postcompletionsurveysandinternalmanagementpurposesinaccordancewithourprivacypolicy.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20165
Toenrolinanycoursepleaserequestanenrolmentformviaemailtorto@chprsl.com.auorcomeintotheClubandfillonein.YoumustpaytheenrolmentfeeatthetimeofsubmittingtheEnrolmentFormforyourapplicationtobeprocessed.
YoucanalsodownloadanEnrolmentFormfromwww.chpsoh.com.auandsubmitbyemailorpostalongwithdebit/creditcarddetails–orphonetheofficetopayoverthephone.
YouwillberequiredtogainaUSIpriortoyourenrolmentandputthisontheenrolmentforminthespaceprovided.
NB:YouwillnotbeabletoattendanyaccreditedtrainingwithoutaUSInumber.SeeinformationbelowattheUSIsectionofthishandbook.
PleasecontacttheTrainingCoordinatoron0295590025,emailrto@chprsl.com.auorcheckthewebsitewww.chpsoh.com.autogetacopyofCourseCalendarfortheupcomingsemester.CourseEnquiryIfwedon’tcurrentlyhaveascheduledcoursetosuityoupleaseletusknow,andwhenthereissufficientdemandwewillendeavortoprovidethetrainingyouneed.Youcanalsobeplacedonouremaildistributionlisttoreceiveadvancenoticeofallupcomingtrainingcourses.Simplyemailusatrto@chprsl.com.auandrequesttobeaddedtothedistributionlist.
FeesCoursefeesarespecifiedonCHPSchoolofHospitalitywebsiteandourcoursehandbook.Allpublishedcoursefeesareinclusiveofadministrationfeesandallrequiredmaterials.
OtherPossibleFees
*Reassessments
ReschedulingFee
CourseExtension
RecognitionofPriorLearning
(Non-refundable)
Re-issuea
qualificationorStatementofAttainment
Exam:$50PracticalActivities:$100
50%ofthefullunitofcompetencyfee
$150perunit
$550perunit
$20excludingpostageor
$30includingpostage*Reassessment:Ifyouareassessedasnotcompetentforaunitofcompetency,afreere-assessmentwillbeoffered.Ifyouareassessedasnotcompetentagain,are-assessmentsfeewillbeappliedasabove.Ifyouareassessmentasnotcompetentforthethirdtime,youwillberequiredtopaythereschedulingfeeofa50%ofthefullunitofcompetencyfeetoattendthefullcourseagain.
Tuition,otherfeesandchargesaresubjecttoreviewand/orchangeatCHPSchoolofHospitalitydiscretion.CHPSchoolofHospitalitywilladvisethestudentsofthesechangespriortoenrolment.
Forshortcourses,coursefeesmustbefullypaidpriortothecoursecommencement.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20166
TuitionpayingbyinstalmentsisconditionalInsomecircumstances,CHPSchoolofHospitalitymayallowastudenttopaytheirtuitionfeebyinstalments.ThiswillbedeterminedbythecoursebeingundertakenbythestudentorUnitofCompetency(s)enrolledinto.CHPSchoolofHospitalitycomplieswithClause7.3oftheAustralianSkillsQualityAuthority’s(ASQA)User’sGuide:StandardsforRegisteredTrainingOrganisations(RTOs)2015whereCHPSchoolofHospitalitywillnotrequireaprospectiveorcurrentlearnertoprepayfeesinexcessofatotalof$1500.Studentswillbegivenfour(4)weeks’noticeoftheirnextinstalmentduedate.Failuretopaytheinstalmentbytheduedatewillresultinalettersuspensionbeingissuedtothestudent.Unpaidbalanceforaninvoicemaybereferredtoacollectionagency.Ifyouhaveanydifficultieswithpayments,pleaseconsultourofficerbycontactingouradministrationoffice.
PaymentMethodsAcceptedmethodsofpaymentareCash,EFTPOS,debitcard,majorcreditcardsorchequemadepayableto‘CHPSchoolofHospitality’.
FeesmaybepaidinpersonatClubReception(CashandCard)oroverthephonebydebitandcreditcard.Tosecureyourplacetheenrolmentfeeshouldbepaidatleast2weekspriortocoursestartdate.
CancellationsandRefundsStudentidentitymustbeverified.AllrequestsforrefundsmustbemadeinwritingbycompletingCHPSchoolofHospitalityRequestforRefundofFeesform.Approvedrefundswillbetransferredtoyournominatedbankaccount.Nocashwillbegivenforrefunds.Applicationsforrefundsforacoursethatisnotcancelledaregenerallyprocessedwithin15workingdays.
• Nocancellationaftercoursestartdate• Cancellation10workingdayspriortocourse–fullrefund• Nootherrefundswillbegranted
Note:RefundswillnotbegrantedforfailuretocompleteassessmentsowingtopoorLLNorITskills.CHPSchoolofHospitalityreservestherighttowithholdissueofqualificationsifanyfeesareunpaidattheendofyourcourse.CancellationsbyCHPSchoolofHospitalityIntheunlikelyeventthatCHPSchoolofHospitalitycancelsacoursepriortothepublicisedstartdate,afullrefundwillbemadewithin10workingdaysofthatcancellation.Enrolleesincancelledcourseswillnotbeentitledtocompensationoverandabovefeesactuallypaidtodate.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20167
CHPSchoolofHospitalityreservestherighttocancelworkshopcoursesatanytimeifinsufficientnumbersareenrolled.
Timeline 10workingdaysPriortoCommencement
Lessthan10workingdaysPriortoCommencement
AfterCommencement
RefundCoursefees
100%refund Norefund Norefund
RefundOtherFees
100%refundexceptforRPL(RPLisnon-refundable)
Norefund Norefund
NorefundwillbemadebyCHPSchoolofHospitality:
• Withdrawaftercommencement:ifastudentwithdrawsfromacourseanytimeafterthecommencementdateofthecourse;thebalanceofanyfeesstillowingwillbeinvoiced.
• PoorLLNorITskills:RefundswillnotbegrantedforfailuretocompleteassessmentsowingtopoorLLNorITskills.
• Falseormisleadinginformation:Norefundswillbegiventotheapplicantsorstudentswhoprovidefalseormisleadinginformationintheirenrolment,withdrawandrefundapplicationtoCHPSchoolofHospitality
• SuspensionandCancellation:whereastudenthashadtheirenrolmentcancelledbyCHPSchoolofHospitalityandwheretheappealprocesshasnotbeensoughtbythestudentortheappealsprocesshasbeenunsuccessful,norefundwillapplyandtheremainderofthefeeswillbeinvoiced.
• Earlycompletion:ifastudentcompletesthecourseearly,thefulltuitionfeesmustbepaidbeforeacertificatecanbeissued.Ifastudentextendstheircourse,theywillberequiredtopayadditionalfeesbeforethecommencementoftheextendedcourse.
CHPSchoolofHospitality’sdisputesresolutionprocessdoesnotcircumscribethestudent’srightstopursueotherlegalremediesandstudentshavetherighttotakefurtheractionunderAustralia’sConsumerProtectionLawsas:
• Studentsarenotpermittedtotransfercoursefeestoanotherstudents;• Studentsthatfailtopaytheirfeeswill:
o Willnothaveassessmentsorexamsmarked,norwilltheybeallowedtograduateo Willberefusedtore-enrol.
Language,LiteracyandNumeracy(LLN)Whereapre-requisitefortrainingrequiresaparticularleveloflanguage,literacyand/ornumericskills,anassessmentwillbeundertaken.Thisinitialassessmentisdesignatedtobeanon-threateningexperienceandwillbeconductedbyyourtraineraspartofyourinduction.Theassessmentwillhelptoidentifywhereadditionaltrainingandsupportresourcesmaybeneededtohelpyou.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20168
NationalRecognitionCHPSchoolofHospitalitywillrecognizeQualificationsand/orStatementsofAttainmentissuedbyallotherRegisteredTrainingOrganization(RTO).CHPSchoolofHospitalitymaycontacttheissuingRTOtoconfirmtheauthenticityofthequalification.Thereisnochargeforthisservice.
RecognitionofPriorLearning(RPL)/RecognitionofCurrent
Competency(RCC)IfyouconsideryouarealreadycompetentinspecificUnitsofCompetency,youmaybegrantedanexemptionfromundertakingtheassessment,ifyouprovide:
• Proofofsubject-relevantandformaltrainingifitwasdoneinAustraliaorworkexperience(evidencemustbeunderfiveyearsold);
• Submissionofevidencesuchasauthenticateddocumentsorsamplesofworkdemonstratingrelevanceandcurrency(evidencemustbeunderfiveyearsold);and
• ParticipateinaninterviewtoascertaincurrentsillsandknowledgeIfyoumakeaclaimforRPLanumberofthingscouldhappen:
• Youmaynotbegrantedanyexemptions;• YoumaybegrantedexemptionsforsomeUnits;• YoumaybegrantedexemptionsforallUnits;and/or• Youmaybegrantedexemptionforsomepartsofsomeunits.
Whereaneligiblestudentisgrantedacredittransferforoneormoreunitsofcompetency,thequalificationpricewillbeadjustedandanewstudentfeedetermined.Thefixedcostofthequalificationwillbereducedbytheproportionofunitsofcompetencygivencredittransfer.Thevariablecostwillbereducedbythetotalcostofeachunitofcompetencygrantedcredittransfer.Oncetheadjustedqualificationpriceiscalculatedthenewstudentfeewillbedeterminedatthesamepercentageofthepricesastheoriginalstudentfeeforthatcourse(i.e.adjustedpricexfeepercentage).WhereRPLand/orcredittransferaregrantedatenrolment,CHPSchoolofHospitalitywillusetheSmartandSkilledProviderCalculatortodeterminetheapplicablestudentfee.WhereRPLand/orcredittransferisgrantedafterenrolmentorafterastudentcommencesaqualification,CHPSchoolofHospitalitywillreporttheoutcomefortherelevantunit(s)ofcompetencytoSmartandSkilled.TheDepartmentwillmakeadjustmentstothesubsidypaymentandadviseCHPSchoolofHospitalityofthenewstudentfee.Thestudentfeewillthenbeadjustedandthestudentwillbenotified.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20169
AssessmentsAssessmentwillbeflexibleandcentredonarangeofperformancecriteriaincluding:writtendocumentation(answerstoquestions/reportsetc.),simulatedworkexperiencesandobservations.Assessmentsareusedtogiveyoufeedbackonyourprogressanditmeasuresyourskillsandknowledgeagainstthequalificationrequirements.Thetrainingyouwillbeundertakingiscompetencybased.AllCHPSchoolofHospitality’strainers/assessorsareboundbyacodeofpracticetoensureassessmentsarevalid,reliable,flexibleandfair.Itisthetrainer/assessor’sresponsibilitytoensurethatallstudentsreceivethefullscopeofinformation,knowledgeandtestsrequiredtocompletetheircoursesuccessfully.Thefollowingtypesofassessmentmethodsmaybeused:
• Roleplays• Presentations• Writtenquestionsandanswers• Multipleschoice• Assignmentsand/or• Oralquestioning
MarkingTherearetwowaysyoucouldbemarkeddependingonthequalificationyouarebeingassessedfor:Competency(C)orNotYetCompetency(NYC).YoureceiveaCompetent(C)gradeonlyfortheunitthatyouhavesuccessfullycompleted.
Re-SchedulinganExamReassessmentswillneedtobebookedwithCHPSchoolofHospitalityadministrationteamandwillnormallyattractafee.Re-assessmentfeesmustbepaidpriortotheeventandreceiptsmustbepresentedtothetrainer/assessorconductingthereassessmentforastudenttobeadmitted.
Ifastudentdoesnotparticipateinaparticularassessmentduetoavalidreason,theymayrequestanalternativeassessmentdate.Ifthereschedulingcannotbeconductedduringnormalclasstime,areschedulingfeemayapply.
Examplesofvalidreasonsinclude:medicalproblems,emergencysituationsorillnessevidencedbyamedicalcertificatethatmuststatethatthestudentwasunabletoattendclass.CHPSchoolofHospitalityreservestherighttorequestevidencepriortore-schedulingtheassessmentdate.Therequestmustbepresentedtothetrainerinwritingoneweekpriortotherequestedre-scheduledate.
Ifyouareassessedasnotcompetentforaunitofcompetencyforthefirstattempt,afreere-assessmentwillbeoffered.Ifyouareassessedasnotcompetentagain,are-assessmentsfeewillbeapplied.Ifyouareassessmentasnotcompetentforthethirdtime,youwillberequiredtopaythereschedulingfeeofa50%ofthefullunitofcompetencyfeetoattendthefullcourseagain.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec201610
AccessandEquityinAssessments
• Allreasonablestepswillbetakentoensureyouwillbegivenafairopportunitytoundertaketheassessment;
• Ifthereareanyaspectsoftheassessmentthatareunclearandyouarenotcertainaboutyoushouldspeaktothetrainer/assessor;and
• Shouldyourequireareasonableadjustmentoftheassessmentduetoaphysicalimpairmentyoushoulddiscussthiswiththetrainer/assessorimmediately.
Reasonableadjustmentsmayinclude:
• Modifyingeducationalpremises.Forexample,ensuringthatclassesareinroomsaccessibletothepersonwithdisability.
• Modifyingorprovidingequipment.Forexample,loweringbenchesandenlargingcomputerscreens.
• Changingassessmentprocedures.Forexample,allowingforalternativeexaminationmethodssuchasoralexam,orallowingadditionaltimeforsomeoneelsetowriteanexamforapersonwithadisability.
• Changingcoursedelivery.Forexample,providingstudynotesorresearchmaterialsindifferentformatsorprovidingassignlanguageinterpreterforadeafperson.
AssessmentFeedbackAllassessmenttasksundertakenwillbeassessedandyouwillbegivenfeedbackonyouroutcomesfromtheseassessments.Thisfeedbackwillbeaconstructivediscussionandifyouarefoundtobe‘NotYetCompetent’yourassessorwillexplaintoyouwhy,andwhatyouneedtodotogaincompetency.Ifyoudonotagreewiththedecision,youhave10workingdaysfromthedateoftheassessmenthasbeenmadetoappeal.PlagiarismPlagiarismisnotacceptedandwhereplagiarismisdetected,CHPSchoolofHospitalitywillassesstheevidenceas‘NotYetCompetent’.Ifthepracticecontinues,CHPSchoolofHospitalitywilltakesuitableactiontocanceltotraining.
QualificationsandStatementsofAttainmentCHPSchoolofHospitalitywillwithin30calendardaysofastudent’scoursecompletion,issueandprovideaAQFqualificationorastatementofattainmenttotheindividualstudentortheirnominatedrepresentativewho:
• Hasfinishedthewholequalificationand/oratleastoneunitofcompetency;• Doesnothaveanyoutstandingfees;• ProvidedCHPSchoolofHospitalitytheUSItoverify
Ifthestudenthasanoutstandingfinancialaccount,CHPSchoolofHospitalitywillnotissueaqualificationorstatementofattainmenttoyouunlesstheoutstandingamountispaid.Ifastudentdoesnotmakeafullpaymentwithinnext20workingdaysfromthenotificationdate,CHPSchoolofHospitalitywillterminateyourenrolmentwithoutissuingaqualificationorstatementofattainment.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec201611
AssessmentRecordAllassessmentresultsarestoredbothinahardcopyandelectronicallyfor6monthsaftercoursecompletion.Acopyofthequalificationandthetranscriptissuediskeptelectronicallyfor30years.
AccesstoStudentRecordAllstudentshavearighttoviewtheirownfilesandmaydosouponrequesttoCHPSchoolofHospitalityadministrationteam.Accesstoafilebyathirdpartyotherthanthestudentcanonlybeprovidedwiththewrittenconsentofthestudent.
ComplaintsandAppealsPolicyandProcedureCHPSchoolofHospitalityiscommittedto:
• Arequestforareviewofdecisionsandrespondtoallegationsinvolving:o Ouracademic,administrationormanagementstaff;o Ourservicesorathirdpartyprovidingservicesonourbehalf;and/oro AnCHPSchoolofHospitalitystudent
• Reassuringstudentsthatanydisputesorgrievanceswillbetakenseriously,handledprofessionallyandconfidentiallyinordertoachieveaspeedyresolution;
• Ensuringthatstudentshaveaclearunderstandingofthestepsinvolved;• Informingourstudentsoftheirrighttotaketheircomplainttoanarbiteriftheywishtodo
so;• Providingstudentswithcontactdetailsofpublicand/orindependentarbiter;and• InformingourstaffoftheComplaintsandAppealsPolicyandProcedurestoassistthe
studentswiththeirconcerns.ImprovementOpportunityAnycomplaintoutcomesshallbediscussedatthenextmanagementmeetingtoseeifthereisaneedtoidentifypotentialcausesofcomplaintsandappealsandtheappropriatecorrectiveactiontoeliminateormitigatethelikelihoodofreoccurrenceandifthereisaneedfor:
• Updatinganypolicyorprocedure;• Purchasingnewequipmentorservices;• Providingprofessionaldevelopmenttostaff;• Updatingtherecordkeepingprocedures;and• Otherareasofimprovement.
CHPSchoolofHospitality’sComplianceManagerwillrecordandfileanycomplaints,appealsandtheapplicationofanyimprovements.InformingthestudentWepublishourcomplaintandappealpolicyandproceduresinourstudenthandbooks.Thesehandbooksareavailableonourwebsite.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec201612
ComplaintsProcedure
Procedures1. Collectinginformation
• Students,prospectivestudents,staffand/orthirdpartiesareencouragedtocommunicatetheirconcerns.
• Verbalconcernsorcommentsshouldberecorded.StaffshouldencouragethestudenttolodgeaformalcomplaintbycompletingCHPSchoolofHospitality‘CompliantandAppealform’.However,studentshavetherighttostayanonymousiftheyareonlymakingacomment.Forexamples,acommentiswhereastudentmayraiseaverbalissuesuchasbadsmelloracoldclassroombuttheymaynotwish
Yes
No
Yes
ResolvedResolved
√
Talkto
Trainer/Assessor
AcademicConcerns
TrainingAssessment
Re-assessment
CompleteComplaint&AppealForm
RTOManager
Resolved √RTOManagerwill
appointanindependentarbiter
HarassmentDiscrimination
UnprofessionalConductFinancial
Non-Academic
Talkto
AdministrationOfficer
No
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec201613
tomakeaformalcomplaint.Staffshallrecordtheirconcernandraiseitinthenextmanagementmeetingwithoutmentioningthestudents’nameunlessthestudenthasgivenconsent.
• Acopyofcompletedformshallbereturnedtotheindividualwhocompletedtheformaspartoftheacknowledgementprocess.
• Staffreceivingthecomplaintsorappealshouldtreatthecomplaintwithintegrityandprivacy.
• Thereisnocostforthecomplaintsandappealsprocessunlessitisreferredtoathirdparty.
• Studentswillbeadvisedthattheycanhaveafriend/supportpersonwiththematanytimeduringanyintervieworwhentheypresenttheircase.
2. Processingtheinformation• AcademicappealswillbereviewedbytheComplianceManagerforcorrectiveand
preventativeactionsaswellasforcontinuousimprovement.• Non-academiccomplaintsarereviewedbytheRTOManagerforcorrectiveand
preventativeactionsaswellasforcontinuousimprovement.• AcomplaintcanbedirectedtoCEOimmediatelyifthereisaconflictofinterestor
thecomplaintisrelatedtoamanager’sconduct.3. Furtherinvestigation
• Thecomplaintwillbeinvestigatedbytheappropriatestaffmember.Theymayberequiredtoarrangetwoseparateinterviewswiththepersonmakingthecomplaintandthepersonthecomplaintisabout.
• Staffshallrespecttherightsofourstudents,staffandotherswheninvitingthestudentsandtheirfriend/supportpersontopreparetheirevidenceandtorespondtoargumentspresentedbytheoppositeside.
• Theinvestigationofacomplaintorappealwillcommencewithin10workingdaysofthecomplaintorappealbeinglodgedwithCHPSchoolofHospitality.
• Duringthistime,astudent’senrolmentwillbemaintainedandastudentisrequestedtoattendclassesandsubmitassessmentsasrequired.
4. Makingdecision• Staffmustensuretheprinciplesofnaturaljusticeandproceduralfairnessare
adoptedateverystageofthecomplaintandappealprocessbyconsideringafairandunbiasedprocedureswhenmakingdecisions.
• Thecomplainantsmustbegivenawrittenstatementofcomplaintorappealoutcome,includingreasonsforthedecision.
• AcopyofthecompletedformanddecisionwillbemaintainedonCHPSchoolofHospitalitycomplaintregister.
• Anydecisionand/orcorrectiveandpreventativeactionwillbeimplementedimmediately.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec201614
• Regardlessofoutcome,allpartiesaretobenotifiedoftheoutcomeassoonaspossiblebutnolaterthan60days.
• Wewillprovideawrittenexplanationtothecomplainant,ifthematterisnotresolvedinlessthan60days.
• Ifthematterisnoresolvedinternally,thestudentshallbeadvisedtocontactanindependentmediator(suchasTheResolutionInstitute(combiningLEADR&IAMA)http://www.resolution.institute/)oragovernmentagencysuchas,NationalTrainingComplaintsHotlineorASQA.
Remedialaction:
CHPSchoolofHospitalitywillgivedueconsiderationtoanyrecommendationsarisingfromexternalreviewofthegrievancewithin30daysofreceiptoftherecommendations.
5. ImprovementOpportunities
Anycomplaintoutcomesshallbediscussedatthenextmanagementmeetingtoseeifthereisaneedtoidentifypotentialcausesofcomplaintsandappealsandtheappropriatecorrectiveactiontoeliminateormitigatethelikelihoodofreoccurrenceandifthereisaneedfor:
• Updatinganypolicyorprocedure;• Purchasingnewequipmentorservices;• Providingprofessionaldevelopmenttostaff;• Updatingtherecordkeepingprocedures;and• Otherareasofimprovement.
CHPSchoolofHospitality’sComplianceManagerwillrecordandfileanycomplaints,appealsandtheapplicationofanyimprovements.
FeedbackAsCHPSchoolofHospitalityhastheprimeresponsibilityformonitoringthetraining,undertakingtheassessmentandissuingthequalificationitisextremelyusefultoreceivefeedback.Anevaluationfeedbackformmaybeforwardedtoyouattheendofyourtraining.
LegislationThereissomelegislativeinformationthatCHPSchoolofHospitalitywouldlikeallstudentstobeawareofandthisincludes:
• Privacy;• Accessandequity;• Discrimination,bullying,victimisationandharassment;and• WHS.
CHPSchoolofHospitality|StudentHandbook|V4.0|Dec201615
PrivacyInaccordancewiththePrivacyAmendment(PrivateSector)Act2000,CHPSchoolofHospitalityiscommittedtoprotectingyourprivacyandyourpersonalinformation.ItisnecessaryforCHPSchoolofHospitalitytocollectpersonalinformationaboutyouanddoessobygettingyoutocompletetheenrolmentform.Governmentbodiesmayusethisinformationforstatisticalandreportingpurposes.Wewillnotdisclose,sellorpassonyourpersonaldetailsinanywayotherthanthepurposesstatedwithoutyourconsent.
CHPSchoolofHospitalitywillonlyuseyourinformationforthefollowingpurposes:� day-to-dayadministration� lookingaftertrainees’educational,socialandmedicalwell-being� tosatisfytheRTOlegalobligationsandallowtheRTOtodischargeitsdutyofcare� inthecaseofFSSandRSA/RCGtoreportbacktoNSWauthoritiesincludingtheNSWFood
AuthorityandtheOfficeofLiquor,GamingandRacing.� toprovideprogressreportstoyouremployer(fundedtraineeshipsonly)
Wewillneverreleaseyourpersonalorcontactdetailstoanyotherpartywithoutyourwrittenconsent.Youhavetherighttoaccessyourpersonalinformationrecordedatanytimeandprovideanynecessarycorrections.
CHPSchoolofHospitalityUSIPrivacyNoticeTheterm‘personalinformation’hasthemeaninggiventoitinthePrivacyAct.Ingeneralterms,itisanyinformationthatcanbeusedtoidentifyanindividualwhetherornottheinformationistrue.Iftheinformationwecollectidentifiesastudent,ortheiridentitycanbereasonablyascertainedfromit,theinformationwillbeconsideredpersonalinformation.
CHPSchoolofHospitalityrecognisestheimportanceofprotectingindividual’sprivacyandpersonalinformation.
CHPSchoolofHospitalityisboundbytheAustralianPrivacyPrinciples(APPs)inthePrivacyAct1988(Cth)(thePrivacyAct),studentidentifiersAct2014.TheseActsregulateshowwecancollect,use,discloseandstorepersonalinformation,includingsensitiveinformation,andhowindividualsmayaccessandcorrectrecordscontainingtheirpersonalinformation.
WerespectstudentrightstoprivacyunderthePrivacyActandwecomplywithallthePrivacyAct’srequirementsinrespectofthecollectionandmanagementofyourpersonalinformation.
UniqueStudentIdentifier(USI)From1January2015ifyouareundertakingnationallyrecognisedtrainingdeliveredbyaregisteredtrainingorganizationyouwillneedtohaveaUniqueStudentIdentifier(USI).ThisincludesstudyingatTAFEorwithaprivatetrainingorganization,completinganapprenticeshiporskillset,certificate
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ordiplomacourse.
AUSIgivesyouaccesstoyouronlineUSIaccountwhichismadeupoftennumbersandletters.Itwilllooksomethinglikethis:3AW88YH9U5.
AUSIaccountwillcontainallyournationallyrecognisedtrainingrecordsandresultsfrom1January2015onwards.Yourresultsfrom2015willbeavailableinyourUSIaccountin2016.
Whenapplyingforajoborenrollinginfurtherstudy,youwilloftenneedtoprovideyourtrainingrecordsandresults.OneofthemainbenefitsoftheUSIisthatyouwillhaveeasyaccesstoyourtrainingrecordsandresultsthroughoutyourlife.
YoucanaccessyourUSIaccountonlinefromacomputer,tabletorsmartphoneanywhereandanytime.DoyouneedaUSI?YouwillneedaUSIwhenyouenrollorre-enrollintrainingfrom1January2015ifyouarea:studentenrollinginnationallyrecognizedtrainingforthefirsttime,forexampleifyouarestudyingatTAFEorwithaprivatetrainingorganization,completinganapprenticeshiporskillset,certificateordiplomacourse;schoolstudentcompletingnationallyrecognizedtraining;orstudentcontinuingwithnationallyrecognizedtraining.
Youareacontinuingstudentifyouareastudentwhohasalreadystartedyourcourseinapreviousyear(andnotyetcompletedit)andwillcontinuestudyingafter1January2015.
OnceyoucreateyourUSIyouwillneedtogiveyourUSItoeachtrainingorganizationyoustudywithsoyourtrainingoutcomescanbelinkedandyouwillbeableto:• viewandupdateyourdetailsinyourUSIaccount;• giveyourtrainingorganizationpermissiontoviewand/orupdateyourUSIaccount;• giveyourtrainingorganizationviewaccesstoyourtranscript;• controlaccesstoyourtranscript;and• viewonlineanddownloadyourtrainingrecordsandresultsintheformofatranscriptwhichwill
helpyouwithjobapplicationsandenrolmentinfurthertraining.
Ifyouareaninternational,overseasoranoffshorestudentpleasevisitusi.gov.auformoreinformation.HowtogetaUSI?ItisfreeandeasyforyoutocreateyourownUSIonline.
WhileyoumaycreateyourownUSI,trainingorganizationsarealsoabletocreateaUSIforyou.Trainingorganizationsshoulddothisaspartoftheenrolmentprocesswhenyoubeginstudying.Wherethisserviceisprovided,trainingorganizationswillletyouknow.StepstocreateyourUSI–gotowww.usi.gov.auandfollowthesteps.
ThefollowingstepsshowhowyoucancreateaUSI:
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Step1HaveatleastoneandpreferablytwoformsofIDreadyfromthelistbelow:• Driver’sLicence• MedicareCard• AustralianPassport• Visa(withNon-AustralianPassport)forinternationalstudents• BirthCertificate(Australian)• CertificateOfRegistrationByDescent• CitizenshipCertificate• ImmiCard
IMPORTANT:Tomakesurewekeepallofyourtrainingrecordstogether,theUSIwillbelinkedtoyournameasitappearsontheformofIDyouusedtocreatetheUSI.ThepersonaldetailsenteredwhenyoucreateaUSImustmatchexactlywiththoseonyourformofID.
IfyoudonothaveproofofIDfromthelistabove,youcancontactyourtrainingorganizationabouttheotherformsofIDtheycanaccepttohelpyougetaUSI.
Step2Haveyourpersonalcontactdetailsready(e.g.emailaddress,ormobilenumber,oraddress).
Step3VisittheUSIwebsiteat:usi.gov.au.
Step4Selectthe‘CreateaUSI’linkandfollowthesteps.
Step5AgreetotheTermsandConditions.
Step6FollowtheinstructionstocreateaUSI–itshouldonlytakeafewminutes.Uponcompletion,theUSIwillbedisplayedonthescreen.Itwillalsobesenttoyourpreferredmethodofcontact.
Step7YoushouldthenwritedowntheUSIandkeepitsomewherehandyandsafe.PrivacyPoliciesandComplaintsStudentscanfindfurtherinformationonhowtheRegistrarcollects,usesanddisclosethepersonalinformationaboutyouintheRegsitrar’sPrivacyPolicybycontactingtheOfficeoftheStudentIdentifiersRegstraron133873orvisitingtheUSIwebsite:www.usi.gov.au.
Theregistrar’sPrivacyPolicycontainsinformationabouthowastudentmayaccessandseekcorrectionofthepersonalinformationheldaboutthemandhowtheymaymakeacomplaintaboutabreachofprivacybytheRegistrarinconnectionwiththeUSIandhowsuchcomplaintswillbedealtwith.
StudentsmayalsomakeacomplainttotheInformationCommissioneraboutaninterferencewithprivacypursuanttothePrivacyAct,whichincludesthefollowing:
• Misuseorinterferenceoforunauthorisedcollection,use,access,modificationordisclosureofUSIs;and
• AfailurebyCHPSchoolofHospitalitydestroypersonalinformationcollectedbythestudentonlyforthepurposeofapplyingforaUSIontheirbehalf.
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CHPSchoolofHospitality,itsstaff,andcontractedstaffaretoadheretotheprinciplesandpractiseofEquityinEducationandTraining.Studentswillbeassessedontheireligibilityfortheservicebeingprovided.Selectionwillcomplywithequalopportunitylegislation.
Discrimination,Bullying,VictimisationandHarassmentCHPSchoolofHospitalityiscommittedtoprovidinganenvironmentforworkandtrainingthatisfreefromdiscrimination,bullying,victimisationand/orharassment.Behaviourofthisnaturewillnotbetoleratedinanyformandwillresultintheimmediatedisciplinaryactionthatmayincludeexpulsionfromthecourse.
Ifyoufeelyouhavebeendiscriminatedagainst,bullied,victimisedorharassedyoushould:
• DiscusstheissuewithyourtrainerorthemanagementofCHPSchoolofHospitality• Filloutthe‘ComplaintandAppealForm”.Itisimportantthatyoucomeforwardwithany
complaintyoumayhave.Thiswillensurethatyourrightsareprotectedandthatotherstudentsarealsonotsubjectedtothesametreatment.
• Ifyouarenotsatisfiedwiththewayinwhichyourcomplaintwashandledyoumaytakeittoanoutsideagency,suchastheHumanRightsandEqualOpportunityCommissionortheAnti-DiscriminationBoard.
Allcomplaintswillbedealtwithseriouslyandsympathetically.Confidentialityandprivacywillberespectedatalltimes(pleaseread‘ComplaintsandAppeals’section).
WorkplaceHealthandSafetyWorkplaceHealthandSafetyisdesignatedtoprotectstudentsfrominjuryandillhealth.Trainershaveresponsibilitiesforthesafetyofallpersonsintheircharge.Theywillactivelytakestepstoidentifyhazards,whichcouldcauseharmandtakepromptactiontoremoveorcontrolthem.
Studentsmusttakecareoftheirownhealthandsafetyandthatoftheirfellowstudentstotheextentoftheircapabilities.Thismeansyoumustfollowallsafetyrules,proceduresandinstructionsoftrainersorotherstaffduringyourdaytodaytraining.
Finally,ifyousee,noticesomethingbroke,damagedorunusable,bringtotheattentionofanCHPSchoolofHospitalityemployee.
DisciplinaryProcessDisciplinaryactionmaybetakenwhenthebehaviourofastudentisdeemedasunsatisfactorywithintheguidelinessetbyCHPSchoolofHospitality:
• Wherethereisanybreachintheexpectedbehaviour,thestudentwillbefirstlycounselledbytheTrainer/Assessor;or
• IftheunsatisfactorybehaviourcontinuesorisrepeatedthentheTrainer/AssessorwillreportthemattertoseniormanagementofCHPSchoolofHospitalityfordisciplinaryaction.
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AlcoholandDrugsAlcoholanddrugsuseimpairsperformancewithtrainingandwillnotbetoleratedatCHPSchoolofHospitality.Studentshaveadutytotakereasonablecarefortheirhealthandsafetyandthatofothers.
StudentCounsellingOuradministrationisyourfirstcontactpointforassistance.Theadministrationstaffwillbeabletodirectyoutothemostappropriatepersonororganizationtohelpyouwithyourproblems(e.g.legal,counsellingetc.).Youmaycontactouradministrationstaffbyemail:[email protected](02)9590025.
Wewishtoensurethatallstudentsaresupportedintheirstudiestothefullestextentpossible,thusanyonewhoisexperiencinganydifficultieswiththeirstudiesshouldseetheirtrainer,orcontacttheadministrationstaff.
StudentsseekingadviceonWelfareorGuidanceonothermattersmaymakeanappointmentatanytimetoseeRTOManagerforfreeadviceandguidancerelatingto:
• Maximisingyourattendanceandattentioninclass;• Managingyourtime;• settingandachievingyourgoals;• motivation;• waysoflearning;• copingwithassessments;• lookingafteryourself;and/or• academicprogress
StudentSupport,WelfareandGuidanceServicesAdviceStudentsareabletoaccessanindependentmediatorasanadditionalsupportservicetoassistinproblemresolution.Thefollowingcontactsareprovidedforsupportofstudents:
• AustralianTaxOffice http://www.ato.gov.au• CommonwealthofAustralianLaw http://www.comlaw.gov.au• DepartmentofEducationandTraining http://education.gov.au• AustralianApprenticeshipCentres http://www.natinfo.com.au• AustralianIndustrialRelationsCommission http://airc.gov.au• WageNet http://www.wagenet.gov.au• HumanRights&EqualOpportunityCommission http://www.hreoc.gov.au• OfficeoftheFederalPrivacyCommissioner http://privacy.gov.au• AustralianDrugFoundation http://adf.org.au• Quit(Smoking) http://quit.org.au• NSWSmartandSkilled http://smartandskilled.nsw.gov.au• Centrelink http://www/humanservices.gov.au
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Studentsarealwaysencouragedtoseektheadviceoftheirtrainer.
InterpretingServiceCHPSchoolofHospitalityManagementandstaffarecommittedtoprovidingenrollingandenrolledstudentswithlanguagebarriers,withadviceandsupportinterpretingservicetoassistwithastudent’songoinglearningandprogressthroughCHPSchoolofHospitalitycourseware.
• StudentsidentifyinglanguagebarriersduringtheenrolmentprocesswillbeadvisedbyCHPSchoolofHospitalitystaffofthesupportmeasuresavailableatCHPSchoolofHospitality.
• StaffwilladvisestudentsthatCHPSchoolofHospitalityallowsstudentswhohavelanguagebarrierstobringaninterpretertosupporttheirlearningonthecourseday.Studentsneedtoarrangeinterpretingservicebythemselves.
• Interpretercanbeafriendorrelativetosupportstudent’slearningonthecourseday.Buttheycannotbepresentintheassessmentprocesswiththestudent.
• Ifstudentsneedaninterpretertobepresentintheassessmentprocess,theinterpretermustbeNAATIapprovedaccreditedinterpreter.
• Trainer/AssessorwillbeinformedbyCHPSchoolofHospitalitystaffregardingtheinterpretingservicearrangementdetailsbyemail.
• Onthecourseday,theinterpreterwillbegivenaninterpreterformtocompleteandhanditbacktothetrainer/assessor.
• IftheinterpreterisNAATIapprovedaccreditedinterpreter,trainer/assessormustchecktheiraccreditedinterpreterapproval(e.g.NAATIinterpreterstamp,interpretercardect.)beforeallowingthemtobepresentintheassessmentprocesswiththestudent.
• Trainer/assessormustkeepandreturntheirinterpreterformwithallothercoursedocumentstoCHPSchoolofHospitalityadminofficeforrecordkeepingpurpose.
SafetyandEmergencyFirstAid
• FirstAidKitislocatedattheAdministrationoffice• AdministrationwillprovideyouwiththenameoftheFirstAidOfficer
IntheeventofastudentrequiringFirstAid,atrainerormemberofstaffwilladministerFirstAidandthestudentmustcompletetheIncidentForm.Shouldmedicationberequired,studentswillbereferredtotheirownGPornurseforadvice.Inthecaseofanemergency,staffwillcallanambulanceandstaywiththestudentuntilitarrives.
EmergenciesAcopyoftheEmergencyProceduresinCaseofFireandEvacuationisondisplay.Ifthereisafireonthepremisesyoumusttellthestaffthereisafire.
Signal
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Tellthestaffthereisafire.Thestaffwillcall000ifitissafetodosoandprovidedetails:
• Nameandaddress• Locationoffire• Whatisburning• Staffperson’sname
UpontheDirectionofthestaff
VENTILATION:StopventilationbyclosingdoorsandwindowsEXTINGUISH:Putoutfireiftrainedinuseofafireextinguisherandiffireiscontainable
EvacuationProcedure:
• Donotenterthefirearea• Evacuateallwalkingpeoplefirst,wheel-chairedpeople,thenstaff• Followexitsigns• Checkalltoilet,rooms,ifitissafetodoso• Everyonemeetatalocationdesignatedonthewallchartdisplayed
Youarerequiredtofollowanyinstructionsgiventoyoubythestaffinthecaseofemergency.
Ifyouhaveanyinjuryordisabilitythatlimitsyourmobility,evenifonlyforashorttime,pleaseinformthetrainerwhowillassignanotherstudentorstaffmembertoassistyouinanemergency.
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