Refund of Fees
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VLIBTC Management and staff are committed to determining client needs through initial contact and interview and providing services to meet those needs. VLIBTC staff will provide timely and accurate advice to all potential and enrolling students. VLIBTC Staff and management will at all times respond in a responsible manner to all reasonable requests for information about VLIBTC’s Training and Assessment services.
- On receiving initial contact by a potential or enrolling student VLIBTC staff shall enquire concerning any specific needs and ensure that the student is handed or mailed an ‘Enrolment Information Form’ relevant to their course enquiry.(This form may be provided on the ‘b’ side of the application form or as a ‘terms and conditions’ on the RTO Website. Students should sign and indicate that they have read the Enrolment Information)
- All students enrolled at VLIBTC have access to their own records that relate to their current or past training and assessment records. Students may contact reception during office hours and may request a copy of their student records.
- On receiving a request for information concerning RPL (Recognition of Prior Learning) VLIBTC staff shall ensure that enquirers are handed or sent the ‘RPL Application form’ and provided with information about the process of RPL.
- All acceptances of enrolment will be accompanied with details of the relevant Orientation Program.
Access & Equity Policy
VLIBTC Management and staff provide assistance to all clients to identify and achieve their desired outcomes. VLIBTC is committed to providing training and assessment services to all clients regardless of race, religion, gender, socio-economic status, disability, language, literacy or numeracy.
- The access and equity policy of VLIBTC is provided within the Code of Practice displayed within the VLIBTC Reception area.
- The access and equity policy of VLIBTC is explained within the staff induction procedure within all staff recruitments.
- The access and equity policy of VLIBTC is described within the Staff Trainers manual.
- Special client needs will be identified through initial contact with reception staff, receipt of application materials, and orientation events prior to the commencement of training and or assessment.
- All VLIBTC staff in following VLIBTC access and equity procedures must follow the principles of fairness and flexibility in workplace assessment.
- Where a conflict between other VLIBTC policies is recognized in applying VLIBTC access and equity policy, the staff member will report the conflict to VLIBTC Management.
- Access and Equity training and assessment adjustments must be reported to the next management meeting.
Complaints and Appeals Policy
The complaints and appeals policy of VLIBTC shall ensure that all complaints are dealt with in a constructive and timely manner. All complaints and appeals shall be reported in the fortnightly management meeting and ‘Stakeholder feedback forms’ shall be raised detailing the actions required to arrive at a satisfactory resolve of each complaint and grievance.
Complaints and Appeals Procedures
- On receiving a complaint all VLIBTC staff shall advise the complainant that their complaint will be reported to the next management meeting, regardless of the staff member’s perception of the importance of their complaint.
- The staff member must also advise the complainant that their complaint, if not satisfactorily answered by the management meeting and its representative, may result in a request for an ‘independent adjudicator’.
- The staff member shall raise a Stakeholder feedback form to identify the complainants’ grievance in an accurate manner, providing the same to the next scheduled management meeting.
CEO / Management meeting
- On receiving a Stakeholder feedback form detailing a grievance, the CEO or management meeting shall discuss the nature of the complaint and the appropriate cause of action to satisfy the complainant’s grievance.
- The CEO shall complete the Stakeholder feedback form recording the proposed solution and advice the complainant of the proposed solution.
- The advice to the complainant shall include information and procedures concerning the complainant’s right to appeal the proposed solution and request for an independent adjudicator.
- In the event of the complainant reporting that they are dissatisfied with the proposed solution the CEO or management meeting shall advise the complainant that an independent adjudicator shall be sought to consider the nature of the complaint and a possible further resolution.
- The selection of an independent adjudicator shall be managed by the CEO or management meeting and be by mutual agreement with the complainant.
- All independent adjudicator outcomes will be reported to the next scheduled management meeting documented within the minutes and filed for future reference.
- All independent adjudicator outcomes will be communicated to the complainant in a timely manner.
- On the receipt of the original Stakeholder feedback form and a independent adjudicator form, the Independent adjudicator shall contact the complainant to arrange a satisfactory time to meet and discuss the grievance in question.
- The outcome of the arranged meeting between the complainant and the independent adjudicator shall be communicated in writing to the next scheduled meeting of VLIBTC management.
- There shall be no fee for service provided to the independent adjudicator except where travel or office expenses are encountered.
RPL Policy and Procedures
RPL is a form of assessment that acknowledges skills and knowledge gained through:
Formal training conducted by industry or education, Work experience, Life experience. The main principle of RPL focuses on the outcomes of learning rather than when or where the learning occurred. Evidence of competency is collected by the student and submitted to the nominated assessor and assessment is made based on the required industry standard within the relevant training package unit of competency.
If you believe this may apply to you for any part of the course, then you should request an application kit during the enrolment process.
VLIBTC is committed to providing up to date and relevant RPL information to all students at enrolment and whilst enrolled. VLIBTC staff will provide support and guidance regarding RPL enquiries in a timely manner.
- On receipt of a RPL enquiry VLIBTC staff will direct the potential RPL client or enrolled student to the RPL application pack available at reception.
- The administrative assistant will ensure that the RPL application pack contains accurate advice concerning the RPL process, cost and RPL assessment pathway to issuance of statements of attainment or qualifications.
- On receipt of an RPL application the administrative assistant will issue a receipt for the RPL fee and provide the student with an RPL Evidence Guide related to the Units of Competency or Qualification sought by the RPL Applicant.
- On receipt of a completed RPL Evidence Guide and portfolio the administrative assistant shall record the date of receipt in the RPL Applications Log and request VLIBTC lecturing staff to process the portfolio.
- VLIBTC lecturing staff shall follow the Quality Assessment Checklist
- On receipt of a RPL assessment judgment the administrative assistant shall record the decision on the RPL Process Log and report the competency or rework decision to the RPL applicant.
- The Administrative Assistant shall provide copies of completed RPL Evidence guides and place on file in the RPL records cabinet.
- All competent decisions shall be recorded with advice and statements of attainment or qualifications being issued as soon as practicable.
Enrolment Fee Information
The CEO shall ensure that the following fee information is provided to each client prior to their enrolment:
- the total amount of all fees including course fees, administration fees, materials fees and any other charges
- payment terms, including the timing and amount of fees to be paid and any non-refundable deposit/administration fee
- the nature of the guarantee given by the RTO to complete the training and/or assessment once the student has commenced study in their chosen qualification or course
- the fees and charges for additional services, including such items as issuance of a replacement qualification testamur and the options available to students who are deemed not yet competent on completion of training and assessment, and
- the organisation’s refund policy.
Fees Paid in Advance Policy
The CEO shall ensure that one of the following acceptable options for collecting student fees paid in advance are in place prior to the commencement of accepting fees paid in advance:
- (Option 1) – the RTO will be administered by a state, territory or commonwealth government agency
- (Option 2) – the RTO will hold current membership of an approved Tuition Assurance Scheme, or
- (Option 3) – the RTO will not accept payment of more than $1000 from each individual student prior to the commencement of the course. Following course commencement, VLIBTC may require payment of additional fees in advance from the student but only such that at any given time, the total amount required to be paid which is attributable to costs yet to be incurred on behalf of the student for tuition or other services yet to be delivered to the student does not exceed $1,500.
- (Option 4) –VLIBTC will hold an unconditional financial guarantee from a bank operating in Australia for the full amount of funds held by VLIBTC which are prepayments from students (or future students) for tuition to be provided by VLIBTC to those students.
Students will be advised, in writing, at least three (3) months in advance of any planned changes to the fees structure.