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PARTICIPANTS HANDBOOK

RTO No. 32353

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Revised: November 2019 ABN 84 282 447 175 2/5 Executive Drive, Burleigh Waters QLD 4220 P: +61 7 5533 9988 To book courses please contact: +61 7 5533 9988 admin@southpac.biz www.southpac.biz

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CONTENTS Welcome ....................................................................................................................................................... 4

About Southpac ............................................................................................................................................. 4

Our Values ................................................................................................................................................. 4

Training Offered by Southpac .................................................................................................................... 4

Enrolment ...................................................................................................................................................... 5

Unique Student Identifier (USI) ................................................................................................................. 6

Special Needs ............................................................................................................................................ 6

Expectations of Participants ...................................................................................................................... 6

Course Delivery ......................................................................................................................................... 6

Enrolment Cancellation, Termination or Refusal ....................................................................................... 7

Training & Assessment .................................................................................................................................. 7

Trainers & Assessors .................................................................................................................................. 7

Expectations of our Trainers...................................................................................................................... 8

Recognition of Prior Learning (RPL) ........................................................................................................... 8

Credit Transfer .......................................................................................................................................... 9

Cheating & Plagiarism ............................................................................................................................... 9

Student Authenticity ................................................................................................................................. 9

Certification ............................................................................................................................................. 10

Student Support, Welfare & Guidance Services .......................................................................................... 10

Student Support Services – Important Contacts ..................................................................................... 11

Fees & Charges ............................................................................................................................................ 11

Southpac Financial Management Policy .................................................................................................. 12

Payments ................................................................................................................................................. 12

Certificates & Statement of Attainment Reprints .................................................................................... 12

Student Cancellations & Withdrawals ..................................................................................................... 12

Cancellation by Southpac ........................................................................................................................ 13

Complaints & Appeals Policy and procedure ............................................................................................... 13

Legislative Requirements ............................................................................................................................ 14

Privacy Notice .......................................................................................................................................... 14

Participants Privacy ................................................................................................................................. 15

Continuous Improvement ........................................................................................................................... 15

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WELCOME This Participant Handbook is designed to help inform you of the policies and procedures that Southpac and its participants agree to follow. This is to ensure that you receive quality products and services as well as an understanding of the content and regulations that govern all parties under the VET Quality Framework.

ABOUT SOUTHPAC Southpac is a Registered Training Organisation (RTO Code 32353) committed to providing nationally recognised training to industry and clients. Our goal is to ensure you time with us is enjoyable and productive and most significantly we strive to educate, to lead and to inspire. OUR VALUES The following values have been selected and agreed upon by the whole Southpac team. These values guide the decisions we make, the services we offer and the way we conduct ourselves and our business.

• Customer Service Excellence • Value Adding • Integrity • Openness • Continual Improvement • Professionalism

TRAINING OFFERED BY SOUTHPAC Southpac has a range of qualifications on offer that are nationally recognised and include:

• BSB51615 Diploma of Quality Auditing • BSB51918 Diploma of Leadership and Management • AVI50616 Diploma of Aviation (Aviation Management)

To achieve the qualifications listed, Southpac offers the following courses; 5 Day Safety & Lead Auditors Course;

• BSBAUD402 Participate in a quality audit • BSBAUD501 Initiate a quality audit • BSBAUD503 Lead a quality audit • BSBAUD504 Report on a quality audit

5 Day Aviation SMS Course*;

• AVIF0026 Implement aviation risk management processes • AVIF0028 Manage aviation risk • BSBRSK501 Manage risk

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5 Day Advanced Management & Leadership Course*; • BSBLDR511 Develop and use emotional intelligence • BSBLDR502 Lead and manage effective workplace relationships • BSBWOR502 Lead and manage team effectiveness • BSBMGT502 Manage people performance • BSBWOR501 Manage personal work priorities and professional development • BSBMGT517 Manage operational plan

4 Day Systems for Continual Improvement Course;

• BSBMGT516 Facilitate continuous improvement • BSBINN502 Build and sustain an innovative work environment • BSBINM501 Manage an information or knowledge management system • BSBSUS501 Develop workplace policy and procedures for sustainability

3 Day Safety Investigators Course*;

• BSBWHS505 Investigate WHS incidents Online e-learning units of competency short courses;

• BSBWHS521 Ensure a safe workplace for a work area • BSBADM501 Manage meetings • BSBCUS501 Manage quality customer service • BSBHRM506 Manage recruitment selection and induction processes • BSBHRM513 Manage workforce planning • AVIO0017 Manage disruptive behaviour and unlawful interference with aviation • AVIF0005 Implement aviation fatigue risk management processes

*Participants of these courses must complete a post course assessment in order to receive a Statement of Attainment. Alternatively, participants can request a Southpac Certificate of Attendance. Southpac also offers the following skills sets:

• AVISS00071 Aviation Risk Management Skill Set • AVISS00072 Aviation Safety Management Skill Set • BSBSS00090 Auditing Skill Set

ENROLMENT To officially commence training, an enrolment form must be completed for each participant. This can be done directly through the www.southpac.biz website or by calling the office on + 61 7 5533 9988.

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UNIQUE STUDENT IDENTIFIER (USI) A USI is required by all Australians undertaking nationally recognised training. It allows Participants to link to a secure online record of all qualifications gained regardless of the provider. This system was implemented by the Australian Government in 2015, so it will show courses and units completed from 1 January 2015 onwards. As an RTO, Southpac cannot issue Certificates or Statements of Attainment without a USI. Therefore, it is mandatory that all Participants supply their USI upon enrolment SPECIAL NEEDS The student is responsible for notifying Southpac if they have a medical condition or disability or require assistance in their training. EXPECTATIONS OF PARTICIPANTS Courses run by Southpac are provided for professionals; as such participants are expected to act in a professional manner. Participants have a responsibility to:

• Read this Participant Handbook and ensure it is understood • Note the date, time and location of the course as advertised • Be punctual in attendance • Treat staff, participants and the public with respect, fairness and courtesy • Complete training and assessment activities as requested • Refrain from engaging in disruptive behaviour • Abide by copyright and plagiarism laws and legislation • Pay/organise payment of all agreed fees and charges • Follow all Southpac health and safety instructions

COURSE DELIVERY Prior to starting the course, participants will receive all relevant information regards;

• Details of the training venue • Course content • Assessment requirements

Morning tea and lunch, along with tea, coffee and water are provided on our public courses. Students may participate in courses involving physical activity and practical assessment and do so at their own risk. Southpac’s students are covered by public liability insurance whilst working within a classroom environment.

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ENROLMENT CANCELLATION, TERMINATION OR REFUSAL Southpac reserves the right to decline an intimal student enrolment or reenrolment for any reason at its sole discretion.

TRAINING & ASSESSMENT Assessments are undertaken whereby the participant is completing a course that is aligned with a unit of competence, skill set or qualification. Assessments are conducted in class or post course depending on the course enrolled in. Assessment is the process of collecting evidence and making judgments on whether competency has been achieved. In order to be assessed as ‘competent’, you will need to demonstrate that you can do the task with confidence and have the required knowledge and skills to the required standard. An assessment of ‘Not Yet Competent’ is simply a request for more information or further confirmation of the knowledge and skills required. Our assessors will provide feedback to guide the participant’s resubmission of assessment items. The participant will be required to successfully resubmit the assessment with the required rectifications to achieve a competent result. The participant will be allowed a limit of two (2) re-submissions per unit of competency which is included in the course fee. Our assessment decisions are based on your assessment submission and the evidence provided by you. This work must follow the ‘Rules of Evidence’ and be:

• Valid - match or meet the elements and performance criteria • Sufficient - enough to prove competence across all elements and performance criteria • Current - recent enough to prove competence across all elements and performance criteria • Authentic - that it is your own work

TRAINERS & ASSESSORS Southpac ensure that the responsibility for the management and coordination of training delivery, assessment (including the recognition of prior learning), staff selection and professional development is clearly identified and undertaken by a person or persons with relevant qualifications and experience. Southpac ensures that all those involved in the planning and conduct of training and assessment:

• hold the TAE40110 Certificate IV in Training and Assessment including the following two units of competency;

o TAELLN411 Address adult language, literacy and numeracy skills or its successor o TAEASS502 Design and develop assessment tools

• Have demonstrated current vocational competencies at least to the level of those being delivered • Have industry experience that is current and relevant to the particular course or units they are

training and/or assessing

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EXPECTATIONS OF OUR TRAINERS At Southpac we take pride in and abide by the following Training Code of Conduct: We will…

• Include and engage all participants in the training • Provide assistance to those requiring it • Be flexible and make application relevant to the group • Raise opportunities for improvement • Adhere to company values • Relax, smile and enjoy the training! • BE PROFESSIONAL

Such behaviors represent the trainer and Southpac in the best possible light, engages students and provides the optimum learning environment. We won’t…

• Make offensive jokes or comments be it racist, sexist, related to sexual orientation or generally intolerant

• Criticise Southpac clients, partners or industry stakeholders • Focus on one or a small group of students to the exclusion of others • Express personal political or “world views”

Such behaviors can alienate students, detract from the learning experience and impact customer satisfaction and reputation. If you feel we have not lived up to our values or code of conduct, please contact the Southpac CEO directly. Andy Shone, andy@southpac.biz, +61 7 5533 9988. We can assure you that your feedback is both appreciated and will be dealt with fairly and in confidence. RECOGNITION OF PRIOR LEARNING (RPL) RPL is the acknowledgement of an individual’s skills and knowledge, irrespective of how it has been acquired. It includes competencies gained through formal study, work experience and other ‘life’ experience. Southpac aims to ensure that an individual’s prior learning is recognised, irrespective of where or how the learning has taken place. Southpac has developed a system that is offered to all participants to ensure there is no unnecessary duplication of training or assessment, and to ensure maximum recognition of current skills and knowledge.

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For more information on the RPL assessment process, evidence requirements or any other queries regarding RPL please visit our RPL & Credit Transfer webpage or contact admin@southpac.biz CREDIT TRANSFER Southpac accepts and provides credit to learners for units of competency and/or modules (unless licensing or regulatory requirements prevent this) where these are evidenced by:

1. AQF certification documentation issued by any other RTO or AQF authorised issuing organisation; or

2. authenticated VET transcripts issued by the Registrar. CHEATING & PLAGIARISM All work that is submitted for assessment must be the participants own. Whilst it is acknowledged that the majority of participants will approach their assessment tasks in an honest and professional manner, Southpac takes the issue of cheating and plagiarism very seriously. If the Training Manager deems plagiarism and/or cheating to have taken place then the following may occur:

• the participant may be counselled on plagiarism/cheating • the participant will be required to resubmit the assessment again using their own work and/or

using correct referencing and quotation marking techniques • the participant may be suspended from undertaking the course for period of time appropriate to

the offence • the participant may be permanently removed from undertaking the course and their enrolment

cancelled STUDENT AUTHENTICITY Under the Standards for Registered Training Organisations (RTOs) 2015 we are required to ensure the authenticity of our participants submitted assessment work. This is done by:

a. providing a Unique Student Identifier (USI) upon enrolment b. participants completing the self-declaration form attesting to the authenticity of their submitted

work – this is provided either in hard copy or electronically in their assessment documents.

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CERTIFICATION After all course fees have been paid in full and a USI has been provided, certificates, statements of attainment and qualifications will be issued. After a participant has attended a course and been assessed as ‘competent’ they will then be issued with a statement of attainment highlighting the units of competency that were achieved. Qualifications, records of results and statement of attainment are issued in accordance with the requirements of the Australian Qualifications Framework and all records of results are retained for a period of 30 years. A record of results is also maintained on the National Register which can be accessed through an individual’s USI account.

STUDENT SUPPORT, WELFARE & GUIDANCE SERVICES Our trainers and student support staff are available to help you achieve your learning objectives and successfully complete your course. If you are having difficulties with the course material, managing your time and commitment to your course, or any other academic related matter, do not hesitate to speak with our staff and ask for guidance. Student support is provided to all students. The aim of this support may include to monitor your progress, assist with any learning or technical issues that may be hindering your progress, review your training plan timelines and to discuss planned activities for the next month. We allow for reasonable adjustments in both our teaching and assessment and focus on flexibility and fairness whilst still maintaining validity. Adjustments may be made for students with:

• English as a second language • Language, literacy or numeracy needs • Sensory diminished capacity • Physical or intellectual disabilities.

Modification or adjustments may be made to the:

• Learning materials and methods suitable to the student • Physical environment and equipment • Procedures for conducting assessment • Evidence gathering techniques • Number of opportunities to submit assessments • Timing of assessment

If you require support in any way, please contact the Southpac office or your trainer at any time throughout your course.

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STUDENT SUPPORT SERVICES – IMPORTANT CONTACTS If students need help when the Southpac office is open, you can contact our in-house support staff:

Support to achieve your study goals. e.g. Study skills, Language, Literacy, Numeracy Support

Annemette – Admin Manager/Course Coordinator Phone: 07 5533 9988 Between the hours of 8:30am-4:30pm

Making a complaint Bec - Training Manager Phone: 07 5533 9988 Between the hours of 8:30am-4:30pm

Requesting a Review of an assessment decision

Bec - Training Manager Phone: 07 5533 9988 Between the hours of 8:30am-4:30pm

Students with language, literacy and numeracy needs may also wish to contact:

• Australian Council of Adult Literacy on (03) 9469 2950 email acal@pacific.net.au, and/or Students requiring urgent non-academic help when the Southpac office is closed, may consider accessing the following services:

• Emergency Services (Police, Ambulance, Fire) on 000 • 24-hour Telephone Counselling Distress Call on 1300 364 454 • Lifeline on 131 114 • Salvo Care Line on 1300 36 3622 • Salvo Prevention Crisis Line on (02) 9331 2000 • Men’s Line Australia on 1300 789 978 • Sexual Assault Helpline on 1800 010 120 • Domestic Violence DV LINE on 1300363 550 • Alcohol and Drug Information Service on 1800 177 833 • Victims of Crime Support Line Victims Support Service on 1800 633 063 (8am – 5pm) • Mental Health Services telephone the Mental Health Access Line on 1800 636 825 (free call)

FEES & CHARGES Southpac complies with all applicable State and Commonwealth legislative requirements for collection of fees, and enrolment/course/tuition fees are only charged where required by the State or Territory regulatory authority.

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SOUTHPAC FINANCIAL MANAGEMENT POLICY Sufficient funds to refund all fees paid in advance are to be held in Southpac’s bank account. At no time will Southpac hold more than $1500 per independent student paid in advance. Southpac will obtain a full audit report of its vocational education and training accounts from a qualified independent accountant with membership of Certified Practising Accountants Australia or the Institute of Chartered Accountants of Australia when requested to do so by ASQA. All fees and charges for the delivery of vocational training and assessment services must be approved by the Chief Executive Officer prior to their publication, quotation to clients or tender submission. All participants are to be provided with a numbered tax invoice detailing all fees paid or owing.

PAYMENTS Payments can be made via: Bank cheque, personal cheque, credit card, EFTPOS, cash or electronic funds transfer (EFT). Southpac does not accept American Express or Diners card. CERTIFICATES & STATEMENT OF ATTAINMENT REPRINTS Should students require a statement of attainment to be reissued a $50 fee can apply. STUDENT CANCELLATIONS & WITHDRAWALS If for any reason a participant wishes to cancel or withdraw from a course;

• 14 days or more prior to course commencement - a $350 non-refundable admin fee will be charged, and the balance of the course will be refunded

• Within 14 days of course commencement – 100% course fee can be charged; o Partial or full refunds will be considered under exceptional circumstance such as long-

term illness o Deferment of training can be negotiated

• Where no cancellation is received or where nominated participants do not attend - 100% course fees will be due and payable

• Once training has commenced - no refund is available to participants who leave before completion unless the student can provide a medical certificate or show extreme personal hardship.

Should participants wish to finalise incomplete competencies on a future course, the original fee payment can be used as credit towards that course within six months of initial payment.

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CANCELLATION BY SOUTHPAC Enrolment is accepted on the basis that Southpac will not be held liable for costs incurred due to course cancellation or rescheduling. Courses with low enrolments may be cancelled no less than two weeks prior. Should Southpac cancel the course, participants are entitled to a full refund (or pro-rata adjusted refund) or to transfer to another future course. In this event students will be given their preferred option. Course dates, trainers or assessors and fees are subject to change without prior notice.

COMPLAINTS & APPEALS POLICY AND PROCEDURE Southpac has established this policy to support the Australian Skills Quality Authority (ASQA) Standards for Registered Training Organisations (RTO) 2015. The policy has been developed and implemented to support and provide clear instruction and guidance to both Southpac staff and students on the handling of complaints and appeals from students. A complaint or appeal may include, but is not limited to;

• Complaints: o Course advice and enrolment o Suspension and/or cancellation of enrolment o Course delivery o Marketing and promotional activity o Personal safety o Customer service and administration o Issue of results, certificates, statement of attainment o Learning resources o Fees and charges o Equity and access, discrimination, harassment and bullying

• Appeals: o Assessment process and decision o Student progress and academic progress decisions

Full details of Southpac Policy 4 – Complaints and Appeals available on our website

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LEGISLATIVE REQUIREMENTS Southpac ensures compliance with regulatory requirements and Commonwealth, State/Territory legislation relevant to its operations including but not limited to:

• VET Quality Framework • Work Health and Safety • Confidentiality and Privacy • Anti-Discrimination • Equal Employment Opportunity

Southpac aims to sustain a climate and culture for all Southpac students and staff, where harassment and victimisation are unacceptable forms of behaviours. Southpac Policy 1 – Antidiscrimination, Harassment and Bullying has been developed and implemented to support and provide clear instruction and guidance to both staff and students regarding the fair treatment of all persons involved in the delivery of Southpac training products and courses, in accordance with State and Federal legislation and best practice. Full details of this policy can be found on our website www.southpac.biz PRIVACY NOTICE Under the Data Provision Requirements 2012, Southpac is required to collect personal information about you and to disclose that personal information to the National Centre for Vocational Education Research Ltd (NCVER). Your personal information (including the personal information contained on this enrolment form), may be used or disclosed by Southpac for statistical, administrative, regulatory and research purposes. Southpac may disclose your personal information for these purposes to:

• Commonwealth and State or Territory government departments and authorised agencies; and • NCVER.

Personal information that has been disclosed to NCVER may be used or disclosed by NCVER for the following purposes:

• populating authenticated VET transcripts; • facilitating statistics and research relating to education, including surveys and data linkage; • pre-populating RTO student enrolment forms; • understanding how the VET market operates, for policy, workforce planning and consumer

information; and • administering VET, including program administration, regulation, monitoring and evaluation.

You may receive a student survey which may be administered by a government department or NCVER employee, agent or third party contractor or other authorised agencies. Please note you may opt out of the survey at the time of being contacted.

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NCVER will collect, hold, use and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the National VET Data Policy and all NCVER policies and protocols (including those published on NCVER's website at www.ncver.edu.au). PARTICIPANTS PRIVACY Southpac collects personal information during the enrolment, training and assessment process. All records are kept in accordance with Southpac’s Privacy Policy and all personal information held by Southpac is relevant, accurate and stored securely with restricted access. Where the training is funded by the employer and is a requirement of your employment, Southpac will provide a copy of the attendance or assessment results at the completion of your training, if requested. If you have any concerns, please see your trainer. Participants may access their personal information held by Southpac upon request. Access by a third party will only be granted when the participant has completed a consent form and ID of the requesting party has been confirmed. For detailed information on our Privacy Policy, please refer to Southpac Policy 3 - Privacy available on our website.

CONTINUOUS IMPROVEMENT Southpac is dedicated to providing a high standard of service, complying with relevant legislation and finding new ways to improve the level and quality of service offered to clients. To achieve this Southpac has an ISO 9001 certified quality management system for managing and monitoring all training operations, identifying opportunities for improvement and reviewing participant/client satisfaction and acting of these recommendations.