Annual Report 2005 NSW Department of Education and Training

These improvements or changes resulted in the
following benefits:
• earlier intervention and fewer student disciplinary
procedures necessary
• improved response time to customer complaints/
enquiries
• less time wasted in class due to technical problems
• fewer infringements of smoke free environment
policy
• fewer disputes over performance management
system
• healthier and more varied menus available in
canteens
• improved security and better informed staff and
students
• increased use of negotiation to resolve issues at a
local level
• earlier identification and provision of assistance to
students with special needs
• easier wheelchair access to campus libraries and
lecture theatres
• better informed students with access to a range of
Recognition Services
• more efficient processing of student results and
improved answering of course enquiries.
Adult Migrant English Service
In 2005 the student information video, Study at AMES,
was updated to include additional information about
support services, students’ rights and responsibilities
and complaints procedures. This was produced in a
DVD format in 15 languages including English.
Table 21.2 AMES complaints
AMES
Type of complaint
Category 1:
Remedy and system
improvement - General
complaints (delays,
inefficiencies)
Category 2:
Negotiation - More serious
complaints (unreasonable or
unfair behaviour)
Category 3:
Investigation - Alleged unlawful
behaviour (conduct alleged to
be either wholly or partly corrupt
or contrary to the law)
Number of complaints
Received Resolved
Carried
over to
2005
4 4 0
14 14 0
0 0 0
Total 18 18 0
At the Inner City AMES Centre, the Coordinator
of Studies and Educational Counsellor individually
interviewed level 1 students, with the assistance of
interpreters, to discuss students’ continuing program of
study and to answer any questions the students had.
Literacy resources in the Learning Centre at
Bankstown AMES were increased to provide additional
support for students.
Opening hours of the Educational Computer Room at
Campsie AMES were extended to improve access for
students.
Signage for Bankstown AMES was improved with
installation of signs at street level.
State Training Services (STS)
Quality Assurance Services (QAS), a directorate
of STS, provides quality assurance determination
and complaint investigation for Registered Training
Organisations accredited by the Vocational Education
and Training Accreditation Board (VETAB).
New customer service standards were implemented
on 1 January 2005. These are available on the VETAB
website: http://www.vetab.nsw.gov.au/customer_
service_standards.htm
QAS also records and investigates complaints
received about its own level of service. During 2005,
nine complaints were received.
Table 21.3 Complaint type
Complaint type
Number of complaints received
Audit process 5
Processing timeframes 4
Staff 0
Other 0
Total 9
Source: DET, TAFE NSW
Centre of Learning Innovation (CLI)
In 2005, the number of learning materials available on
the Teaching and Learning Exchange increased from
5,000 to over 8,000 and the number of hits increased
from 116,000 to over 2 million. Despite this increase,
users have not identified any specific issues regarding
access, authentication or navigation; therefore
reflecting an overall improvement.
Appendices
Source: DET, TAFE NSW
NSW Department of Education and Training - Annual Report 2005 110