Information Prior to Enrolment
Our comprehensive Learner Information & Enrolment Brochure is provided to the Learner prior to enrolment. This document covers much of the requirements learners need to know prior to attending our courses and programs.
See also Information Prior To Enrolment Policy.
CLICK HERE to download our Student Handbook
Language, Literacy and Numeracy Support:
Access and Equity Principles
TTS will adopt a flexible approach and learner-centred delivery to cater for the different needs of the learners taking into account access and equity issues. Where there is a numeracy or literacy need, TTS will provide support or assistance as required. Learners are reminded prior to enrolment and on day 1 of the program that they will be encouraged to talk to the assessor to accommodate for any alternative arrangements for the delivery and assessment. (Flexibility)
Reasonable Adjustment
Assessors may make ‘reasonable adjustment’ to the assessment process to accommodate any special needs by learners and any equity requirements.
Reasonable adjustment can only be to the extent that:
- Our RTO has access to facilities and modified equipment required.
- Learning materials and assessment tools may be modified to accommodate for our specific learner cohort.
- The intended workplace can be similarly adjusted to accommodate the needs of the learner/employee.
- The integrity of the unit of competency and any regulatory authority requirements are maintained.
Examples of where a reasonable adjustment may be made are:
- Undertaking the knowledge assessment orally where a person may have literacy issues and there is no requirement for writing to be undertaken on the job.
- Supply, by learner or employer, of modified equipment to meet the requirements of a person with a disability.
Oral assessments will be conducted on a one-to-one basis between the assessor and the learner. Assessors may use their professional judgement to paraphrase questions to ensure that the learner has a clear understanding of the question or to confirm an answer. The assessor must accurately record the responses of the learner.
Participants must have sufficient command of the English language to accurate read and interpret aloud, chart and perform any aloud calculations successfully.
The use of an interpreter to assist a learner who does not have the requisite command of spoken or written English, is not an allowable adjustment.
Fees
TTS operates predominately as a ‘fee for service’ training business. This means all training programs attract fees. All fees will be paid at or prior to the commencement of training unless prior arrangements are made with TTS management.
Where less than $1,500 is collected prior to the commencement of training or where the total course fee is less than $1,500, a fee protection process is not required. These fees are paid by/charged to the learner, a government agency or the learner’s employer.
Where the total course fee is more than $1,500, TTS will observe the requirements of Schedule 6 of the Standards for RTOs 2015. This schedule outlines requirements for protecting fees prepaid by individual learners or prospective learners for services. One of the requirements of Schedule 6 requires the RTO to be a member of a recognised Tuition Assurance Scheme.
Fee information is available via:
- TTS website
- TTS information pack
- Direct email from TTS
TTS will provide the following fee information, to each learner:
- The total amount of all fees including course fees, extension fees, RPL/CT 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 learner 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 learners who are deemed not yet competent on completion of training and assessment; and
- The RTO’s refund policy.
Payment Options
We offer a number of payment options which are available via both our online and paper-based enrolment forms. Payment options include EFTPOS transactions, Credit or Debit card payments, via Invoice and Payment plans. Credit/Debit card and EFTPOS transactions are processed securely and no card details are stored.
Fee Structure
Total Course Fee
Each qualification, unit of competency or accredited course offered by TTS has a specific course fee. It is TTS’s policy that the course fee (at the time of enrolment) will be all inclusive of the following items:
- Training resources (excludes print resources*)
- Support from trainers and/or assessors
- Assistance from administration staff
- Certificate
- Expert Training and Assessment by our highly qualified staff
Print resources may be requested but will incur an additional $45 per unit (includes printing, postage and handling). Learners should expect to receive the print resources within 20 business days depending on location.
The all-inclusive fee does not include the RPL application fee, credit transfer fee, extension fee, re-assessment fee, USB device fee, textbook/hard copy print fees, re-issue fee for access codes and re-printing of certification.
Note: Course fees may change at any time due to additional services being offered or promotional specials. Learners are not entitled to a refund as a result of varying special prices.
Withdrawal/Administration fee
A withdrawal/administration fee of $200 applies to all nationally recognised and non- accredited courses.
Extension fee
Learners may apply for an extension period. Extension fees are calculated as follows:
- 1 month extension = $100 fee
- 3 months extension = $300 fee
- 6 months extension = $450 fee
Re-assessment fee
Each learner has three opportunities to re-submit their assessment for marking (per unit). After the third attempt a re-assessment fee of $95 (includes GST) applies each time.
Individual unit fee
The cost of each standalone unit of competency is $295.
USB device fee
Learners may request to have the course materials posted on a USB device. The fee is. $20.00 (including GST). There is a replacement fee of $20.00 for all lost USB devices.
Recognition of Prior Learning (RPL) fee
There is a $95 application fee which is non-refundable (i.e. if the learner is unsuccessful in receiving full or partial recognition the application fee is non-refundable). Where the candidate is unable to achieve the full qualification through RPL, gap training is required.
Credit transfer fee
There is a $95 credit transfer fee which is non-refundable (i.e. if the learner is unsuccessful in receiving full or partial recognition the application fee is non-refundable).
Produce partial completion statement of attainment
No fee applies to produce a statement of attainment when the learner has partially completed the training program and must withdraw.
Re-print fee
Where the learner requests a new copy of his / her certification, the following fees apply:
- Certificate and Record of results $45 per qualification (inclusive of GST)
- Statement of Attainment $45 per unit (inclusive of GST)
Complaints
This policy is implemented to make all staff and participants aware of their right to appeal and/or make a complaint against any decision or fact that has affected their study experience at our RTO. This policy outlines our RTO approach to managing complaints and appeals and ensures all stakeholders are aware of the steps to take to have their dissatisfaction addressed appropriately. The policy provides an avenue for all complaints to be addressed in a fair, efficient and confidential manner.
A complaint can be against any of the following:
The RTO staff, trainers, third parties or learners.
We are committed to ensure all staff and participants are provided with the best possible environment in which to work and study. Despite all efforts of our RTO to provide satisfactory services to its learners, complaints may occasionally arise that require formal resolution. The following procedures provide participants the opportunity to have any issues relating to a substantiated complaint or appeal received and resolution reached, that attempt to satisfy all parties involved. This complaints and appeals process is at no cost to the participant. In this, our appeals and complaints policy assure all learners that our RTO will handle any form of dissatisfaction fairly, effectively and efficiently. Any participant who is not satisfied with the outcome of their training may make an appeal. The complaints and appeals policy shall ensure that all complaints are dealt with in a constructive and timely manner. All complaints and appeals shall be reported in the management meeting and ‘Stakeholder Feedback Forms’ shall be raised detailing the actions required to arrive at a satisfactory resolve of each complaint and grievance.
Definitions
Complaint means any act or omission that a customer or potential customer of our RTO believes to be unfair or discriminatory and relates to any RTO activity. It can include complaints related to academic or non-academic matters.
Appeal means a request to review a decision that has been previously made.
| STEPS FOR A FAIR HEARING |
| Step 1 |
Learner commences negotiation |
| Step 2 |
Obtains assistance |
| Step 3 |
Commence formal process |
| Step 4 |
Lodge complaint/appeal |
| Step 5 |
Resolution |
| Step 6 |
Notification |
| Step 7 |
Acceptance / Further Action |
Complaint Procedure
Step 1:
Step 1 – Learner should review concerns and discuss directly with assessor/s.
In the first instance the learner should review concerns and discuss directly with the assessor.
If the learner feels this is not appropriate to discuss the problem with the assessor/s or the matter is still unresolved, they may need to move to Step 2.
Step 2:
Step 2 – Check the grounds for complaint/appeal and make sure this is the correct process.
At this point a check for the grounds of the complaint is made. Compliant or Assessment Apeal? Remember that complaints about the delivery of training, quality of instruction or other issues, are handled through the grievance/complaint procedures. Assessment appeals focus on judgements as to whether competence has been achieved and demonstrated. If this really is the case, then the process proceeds to Step 3.
Step 3:
Step 3 – Fill in the complaint/appeal form.
If a request for a complaint/appeal proceeds to this step, the complainant needs to formalise it by filling in a Complaint/Appeal Form.
Step 4:
Step 4 – Send the form in for action.
Most issues will be resolved before they reach this step. However if they are unresolved, the complainant will complete the form and hand to the RTO Manager for actioning. A process to ensure all relevant information is collected will be discussed between the complainant and the RTO Manager.
Step 5:
Step 5 – Complaint / appeals based on fair judgement
A complaint/appeals panel will be convened in order to review the case:
- To ensure a fair hearing, and
- To check evidence in order to formulate a resolution.
Any complaint/appeal decision must be based on evidence collected and information supplied. An Assessment Complaint/Appeals panel consisting of the Director in consultation with an outside assessor will consider the case and shall:
- Consider all documents provided;
- Interview the people involved (e.g. applicant, assessor/s);
- Request further documentation;
- Request key people to present to the panel;
- Request another assessor to review the case;
- Schedule another assessment; and
- Finally uphold or reject the complaint / appeal based on the grounds on which the complaint / appeal was made.
Step 6:
Step 6 – Formal notification of complaint / appeal panel’s resolution.
The complainant will receive formal notification of the complaint/appeal outcome within 60 calendar days of the complaint/appeal application form being received.
Where The RTO believes the disputed matter may exceede the 60 calendar days, they will, inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required. In addition, as the complaint appeal application will exceed 60 calendar days the complainant or appellant will require regular updates on the progress of the matter also in writing.
Step 7:
Step 7 – Acceptance of the decision of the complaint / appeal panel or further action.
The complainant may have the evidence re-assessed and be determined to be competent, or may have the original decision upheld in which case the complainant may be offered a re-assessment opportunity.
If the complainant is not happy with the assessment panel’s decision, then they have the right to access the national training authority’s grievance procedures.
Complaints to the Regulator:
Complaints to the regulator
If the complainant wishes to make an official complaint to the regulator, they can complete the complaint about training organisation operating under ASQAs jurisdiction provided by the Australian Skills Quality Authority (ASQA) on their website http://www.asqa.gov.au/complaints/making-a-complaint.html
For Information on our Privacy and Personal Information Policy CLICK HERE
For Information on Delivery Modes CLICK HERE
More details on Policies and Procedures is available on enrolment in our Student Handbook.
