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07 POLICIES AND PROCEDURES The appellant will be notified in writing of the outcome of the appeal outlining the reasons for the decision within twenty (20) working days of the date of lodgement of the appeal. The report will further advise the appellant of their right to access the external mediation process if they are not satisfied with the outcome of their appeal. EXTERNAL MEDIATION SERVICES Should a complaint or appeal not be resolved using the CAG complaints, academic appeals and appeals process, then impartial mediation by an external mediator is available. Contact with the mediator should be initiated by the student in all cases. DOMESTIC STUDENTS Domestic students may contact ASQA (See information below) or for QLD and SA students you can also contact an independent complaint handling authority (See information below). You can submit a complaint to ASQA by completing the ‘Complaint about a training organisation operating under ASQA’s jurisdiction’ form http://www.asqa.gov.au/forms. html#complaints. Except in exceptional circumstances, you must attach evidence to your complaint form showing: • that you have followed your RTO’s formal complaints procedure, and • the RTO’s response. ASQA’s processes require you to identify yourself to ASQA as a complainant, although you may request that your identity is kept confidential throughout any investigation that ASQA undertakes. INDEPENDENT COMPLAINT HANDLING AUTHORITIES: Students studying in South Australia. South Australian students are advised to contact the Office of the Training Advocate (OTA) on 1800 006 488. The OTA responds to questions or concerns about the vocational education and training system in South Australia and can help by providing information about vocational education and training and investigating complaints. The OTA will either agree to act on the students behalf or refer students to the appropriate jurisdiction for assistance eg: Equal Opportunity Commission. Students studying in Queensland Dispute Resolution Branch of the Department of Justice and Attorney-General. This is a free non-legal resolution service. Level 1, Brisbane Magistrates Court, 363 George Street Brisbane QLD 4000 Tel: +61 7 3239 6269 Fax: +61 7 3239 6284 Website: http://www.justice.qld.gov.au/justice-services/dispute-resolution Toll Free No: 1800 017 288. Domestic Student Handbook March 2014 34
07 POLICIES AND PROCEDURES INTERNATIONAL STUDENTS International students who wish to lodge an external appeal can do so through the Overseas Students Ombudsman. See the Overseas Students Ombudsman website www.oso.gov.au or phone 1300 362 072. The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their training provider. Careers Australia agrees to be bound by the independent mediator’s recommendations and the Managing Director, or their nominee, will ensure that any recommendations made are implemented within 30 days of receipt of the mediator’s report. Each complaint, grievance, appeal and its outcome is recorded in writing and each party to the complaint is given a written statement of the appeal outcomes, including reasons for the decision. DISPUTE RESOLUTION If after the services of an external mediator have been accessed and no resolution can be found, either party may contact the CAG Quality Branch on 1300 887 696 or the government department in the relevant state. An overseas student may contact the chief executive or Director General of the government department in the relevant state if the student is concerned about the conduct of Careers Australia, and the Chief Executive/Director General may, under part 2, division 2 of the ESOS Act, suspend or cancel the registration of a provider or course. ALL STATES Australian Skills Quality Authority (ASQA) 1300 701 801 If the problem resolution fits within equal opportunity guidelines, it will be managed under those guidelines. The procedures set out in this document do not replace or modify procedures or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in this policy and procedure limits the rights of individuals to take action under Australia’s Consumer Protection laws. Also, these procedures do not circumscribe an individual’s rights to pursue other legal remedies. MARKETING AUTHORITY STATEMENT Careers Australia would like to use photos and videotapes taken of you and /or recordings made of your voice in its printed/electronic promotional material. By enrolling at Careers Australia you agree to the following; • Careers Australia may collect your image and record your voice • Careers Australia may use photographs and videotapes taken of you and/or recordings made of your voice across any medium that may include, but not limited to, advertising, publicity and editorial as many times as we want • Images may be reproduced in colour or black and white and may be altered, distorted or blurred for design purposes without any liability on our part • All photographs, videotapes and/or recordings of your voice shall be the sole and absolute property of Careers Australia and can be used for an unlimited period • You will not receive payment, you do not own the copyright to the images, vision or sound and you will not have the right to inspect or approve the printed/electronic material in which your image or voice appears Domestic Student Handbook March 2014 35
Page 1 and 2: DOMESTIC STUDENT INFORMATION handbo
Page 3 and 4: CONTENTS 7. Policies and Procedures
Page 5 and 6: LOCATIONS CAMPUS LOCATIONS Careers
Page 7 and 8: 02 TRAINING COLLEGE BASED TRAINING
Page 9 and 10: 02 TRAINING NEW SOUTH WALES Full ti
Page 11 and 12: 03 RECOGNITION OF PRIOR LEARNING (R
Page 13 and 14: 04 SUPPORT SERVICES EXTERNAL SERVIC
Page 15 and 16: 04 SUPPORT SERVICES STUDENT ENGAGEM
Page 17 and 18: 05 COURSE FEES, REFUNDS AND OTHER F
Page 19 and 20: 05 COURSE FEES, REFUNDS AND OTHER F
Page 21 and 22: 06 VET FEE-HELP FAIR TREATMENT AND
Page 23 and 24: 06 VET FEE-HELP 2. SPECIAL CIRCUMST
Page 25 and 26: 06 VET FEE-HELP The contact details
Page 27 and 28: 07 POLICIES AND PROCEDURES General
Page 29 and 30: 07 POLICIES AND PROCEDURES If, as a
Page 31 and 32: 07 POLICIES AND PROCEDURES All stud
Page 33: 07 POLICIES AND PROCEDURES ACADEMIC
Page 37 and 38: 07 POLICIES AND PROCEDURES Where po
Page 39 and 40: 07 POLICIES AND PROCEDURES PERSONAL
Page 41 and 42: 07 POLICIES AND PROCEDURES EMOTIONA
Page 43 and 44: 08 ADDITIONAL INFORMATION ALCOHOL A
Page 45: 08 ADDITIONAL INFORMATION You are o

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