Participant Handbook 2020 V1 - Coal Train · Blackwater International Coal Centre ... Coal Train...

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INTRODUCTION......................................................................................................................................4

WelcometoCoalTrain...........................................................................................................................4

ContactDetails.......................................................................................................................................4

Directions...............................................................................................................................................4

BlackwaterInternationalCoalCentre....................................................................................................5

Directions...............................................................................................................................................5

CoalTrainQualityPolicy.........................................................................................................................6

COURSEINFORMATION.........................................................................................................................7

What’sonOffer?....................................................................................................................................7

ResponsibilitytoProvideQualityTraining.............................................................................................7

OffCampusArrangement......................................................................................................................7

CourseDelivery......................................................................................................................................7

ModesofDelivery..................................................................................................................................7

AssessmentMethodology......................................................................................................................8

ExplanationofCompetencyBasedTrainingandAssessment................................................................8

PathwaysIncludingOptionsiftheQualificationisnotCompleted........................................................8

WorkingwithChildren...........................................................................................................................8

FeesandCharges...................................................................................................................................9

CancellationPolicy.................................................................................................................................9

PaymentPlans........................................................................................................................................9

Refund....................................................................................................................................................9

VETStudentLoans..................................................................................................................................9

STUDENTINFORMATION......................................................................................................................10

Enrolment.............................................................................................................................................10

USI(UniqueStudentIdentifier)............................................................................................................10

Induction..............................................................................................................................................10

Issuance(andre-issuance)ofQualifications........................................................................................10

ParticipantAssessmentRecordsPolicy................................................................................................11

Language,LiteracyandNumeracy(LLN)AssistancePolicy..................................................................11

RecognitionofPriorLearning...............................................................................................................12

CreditTransfer.....................................................................................................................................12

NationalRecognition............................................................................................................................12

ProcessesfortheeventoftheRTOorThirdPartyCeasingOperations...............................................12

STUDENTPOLICIES...............................................................................................................................15

ParticipantCodeofConduct................................................................................................................15

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BullyingandHarassmentPolicy...........................................................................................................15

Discipline..............................................................................................................................................17

ComplaintsandAppeals.......................................................................................................................18

CoalTrainWorkHealthandSafetyPolicy............................................................................................21

APPENDIX1YourPrivacy.....................................................................................................................22

APPENDIX2PrivacyPolicy....................................................................................................................24

APPENDIX3LegislativeRequirements.................................................................................................34

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INTRODUCTION

WelcometoCoalTrainOurVisionistobetheleadRegisteredTrainingOrganisationwithinQueensland.Webelievestrongly indeliveringprofessional,qualitytrainingtoourclients.Withourexceptionaltrainingandindustryacceptedservices,we can assist to createpathways and all round success for our clients. Coal TrainAustralia ispassionateaboutthedeliveryofqualitytrainingandwelookforwardtocontributingtothedevelopmentofqualifiedpersonnelandtoimproveworkpracticesandperformance.

ThemanagementteamatCoalTrainbelievestrainingisthebackboneofIndustrysafety,productivityandquality.ClientsbeingtrainedbyourTeamwillexperienceathoroughandprofessional learning journeythatwillreadilypreparethemforthenextstepintheircareer.

ContactDetailsYouhaveeitherfoundourwebsiteorhavereceivedthishandbookviaemailorinhardcopy.Allourcontactdetailsfor2020are:6MillroyDrive,BarmaryeeQld4703POBox216,YeppoonQld4703

Telephone: 0749391445Facsimile: 0749383177

www.coaltrain.com.auadmin@coaltrain.com.auRegisteredTrainingOrganisationCode:32507

Directions

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BlackwaterInternationalCoalCentreIn 2015, the Blackwater International Coal Centre (BICC) and Coal Train Australia launched an excitingpartnership,TheBlackwaterTrainingInitiative.Specialising in the resource sector, Registered TrainingOrganisation (RTO) Coal Train has an extensivescope that caters tomining, construction, business, hospitality, first aid,management, leadership andmore.PleasecontacttheCoalTrainteamon49391445tomakeabookingorforfurtherinformation.DirectionsTheBlackwaterInternationalCoalCentre(BICC)islocatedat:CapricornHighwayandLittlefieldStreet,BlackwaterQLD4717.

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CoalTrainQualityPolicyCoalTrainQualityPolicy

Tosustainthisvision,CoalTrainwill:

• Deliverahighleveloftrainingandassessmentservicesbyhighlytrainedandskilledpersonnel;• UnderstandandmeetourCustomerneedsandexpectations;• ReflectourCustomerandStakeholderrelationshipsinourBusinessSystems;• Complywithrelevantlegislative,regulatory,businessandcustomerrequirementsandAustralian

andInternationalstandards;• Enhance organisational performance through active continuous improvement of processes and

systems;• Utilise the Quality Management System as a fundamental tool in accomplishing best practice

outcomeswithintheorganisation;• EncourageourStafftoachievetheirfullpotentialbyprovidingthemwithlearninganddevelopment

opportunities;

TheseaimsareachievedthroughtheapplicationofCoalTrain’sQualitySystemwhichconstitutespartoftheCoalTrainBusinessManagementSystem.

Quality assurance is an integral part of our operations and is supported by business and operationalsystemsthatcomplywithISO9001:2008.

CoalTrainmanagementarecommittedtoimprovingbusinessoutcomesbyeffectivelymaintainingtheCoalTrainBusinessManagementSystemandfosteringablamefreeculturethatencouragesallstafftocontributetoacontinuousimprovementenvironment.

WhenSafety,CommunicationandProductionmatter,trainingmatters.ItisCoalTrain’smissiontoensureindividualsaretrainedtothehigheststandard.

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COURSEINFORMATION

What’sonOffer?Ourcoursesofferedarefromthefollowingtrainingpackages:

• AHCAgriculture,HorticultureandConservationandLandManagement• BSBBusinessServices• CHCCommunityServices• CPCConstruction,PlumbingandServices• FSKFoundationSkills• HLTHealth• RIIResourceIndustryInfrastructure• SITTourism,TravelandHospitality• TAETrainingandAssessment• TLITransportandDistribution• UET12Transmission,DistributionandRailSector

ResponsibilitytoProvideQualityTrainingCoalTrain’sresponsibilitytoprovidequalitytrainingtoourlearnersisachievedthroughourengagementwith industry stakeholders (suchasemployers)ensuring thatour trainingandassessment is aligned tocurrentmethods,technology,productsandperformanceexpectationsfortheworkplacetasksspecifiedinthetrainingpackagerequirements.Byengagingwithindustry,ourtrainingandassessmentpracticesandresourcescontinuetomeettheneedsofindustry,particularlyinareaswheretechnologyand/ortechniqueschangerapidly.Ourtrainersandassessorsmustmaintainthecurrencyoftheirskillsandknowledgeintheirindustryareaand in vocational education and training. Coal Train’s trainers and assessors participate regularly inprofessionaldevelopment.

OffCampusArrangementCoalTrainareahighlymobile,flexibleRegisteredTrainingOrganisation.CoalTrainareequippedtotrainatanyworkplace,atanytime. Wehaveourtrainingfacility locatedinYeppoonandthreemobiletrainingtrailers.

CoalTrainhaveenteredapartnershipwiththeBlackwaterInternationalCoalCentre(BICC)forprovisionoftrainingtotheresourcesindustry.Wearealsoeagertoworkwithlocalschoolsandcommunitygroupstosupporttheirtrainingneeds.

CourseDeliveryOurcoursesaredeliveredbyqualifiedandhighlyexperienced trainerswho remaincurrent inboth theindustryandfieldoftrainingandassessment.AlltrainersoperatewithintheAustralianQualityTrainingFrameworkprinciplesandstandardsandarecommittedtothemaintenanceofprofessionalstandardsinthedeliveryofourtraining.ModesofDeliveryAdeliverymodedescribes theway trainingwill bedelivered to support andenable learning.Broadlyspeaking,therearethreedeliverymodes:

• Face-to-face• Self-paced• Blendedlearning.

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AtCoalTrain,wedeliverface-to-facetrainingusingscenarios,practicalassessmentandalsotheory.

AssessmentMethodologyAssessmentinacompetencybasedenvironmentisbasedaroundtheacquisitionofknowledgeandthenademonstrableuseofthatknowledgeinapracticalsense.Participantsintheprogramwillberequiredtoundertakeassessmentofatheoreticalnature(questionandanswer),participate ingroupactivitiesanddemonstrateskillsintheworkplace.Allparticipantswillbegiventwoattemptsatanyoneassessment.Ifaparticipantisdeemedtohavenotsatisfactorilymettheassessmentrequirementsafterthefirstattempttheywillbegivensomeone-on-onecoachingandthenpermittedasecondattempt.Ifafterthatattemptcompetenceisstillnotachieved,are-evaluationwilltakeplacewhichwillincludeadiscussionwithanindependentassessor(nottheassessorwhoconductedtheassessments),areviewoftheassessmentoutcomeandthenadecisionaboutwhetherathirdattemptmaybemadeattheassessmentwithnofurtherfeesinvolved.Ifitisdeterminedthatathirdattemptwouldunlikelybesuccessfulwithoutaconsiderableamountofre-training,feesmayapply.Anyfeeswillbediscussedwiththeparticipant,documentedandagreedtobeforeaninvoiceisraised.Ifatanystageaparticipantfeelsthattheyarenotbeingtreatedfairlyinthisprocess,anappealcanbelodged.

ExplanationofCompetencyBasedTrainingandAssessment

Competence describes the ability to consistently apply knowledge, skills and the right attitude to theperformancestandardrequiredintheworkplace.Itincludestheabilitytotransferandapplythatskillandknowledgetonewsituationsandenvironments.Competencybasedtrainingwasintroducedasameansof:

o Improvingtherelevanceoftrainingtotheworkplaceo Improvingtheconsistencyoftrainingoutcomesaroundthecountry

CompetencyBasedTraining isbasedon the concept thatpeople can learn transferable skills andmosttrainingistransferable.

PathwaysIncludingOptionsiftheQualificationisnotCompletedCoalTraindelivernationalrecognisedtrainingasfullqualifications,skillsetsorselectunitsofcompetency.Theunitsofcompetencydeliveredcanbefrom:

• Skillsets• Standalonecompetenciesthatarerequiredforvocationallicensingrequirements• Qualifications

Successfulcompletionofunitsofcompetencycanformpartofqualificationswhichcanbeusedascredittowardsafullqualification.YourcompletionofcompetenciescanberecognisedbyanyRegisteredTrainingOrganisationinAustralia.

WorkingwithChildrenWhilstwedonotexcludepeopleundertheageof18inourtrainingandassessmentprograms,weofferonlyafewcoursesthatmaybesuitabletoapersonwhohasnotattainedtheageof18.Parental/Guardianconsentisrequiredforallparticipantsunder18toparticipateintrainingandassessment.Someofthesecourseswillhaveagerestrictionsduetolegislativeand/orregulatoryrequirements.

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FeesandCharges

AllFeesforcoursesareavailableonourwebsite:www.coaltrain.com.auorasrequested.Coursefeesarealsostatedinourstudentinductionswhicharesenttopotentialstudentsuponbookingconfirmation.

Feesarepayableimmediatelyuponcompletionofselectedcourse,unlessotherwiseagreedupon.Ifforanyreasontheparticipantwithdrawsfromthecourseorisunabletocompleteitwithinthedelegatedtimeframe,thefeewillbecalculatedatapro-ratabasis.

CancellationPolicy

Onceacoursebookingisconfirmed,pleasebeawarethatallcancellationsorchangestothebookingmustbemadeinwritingtoCoalTrain.

Toavoidcancellationfees,werequireaminimumof24hoursnoticepriortothecommencementoftheconfirmedcourseofanycancellationsorchanges.

Pleasenote,failuretoattendabookedcourseistreatedasacancellationandwillincuracancellationfeefor the fullcostof thecourse fee.Youmay reschedulea course toa laterdate.Reschedules requireaminimumof24hoursnoticetoavoidacancellationfee.

PaymentPlans

Toassistwithcoursefees,CoalTrainofferpaymentplanstostudents.Apaymentplanenablesstudentstostillachievetheirtrainingwithoutthefinancialworry.Ascheduleofpaymentswillbeplannedaccordingtoyourfinancialneedsandstudentswillbeabletopayaweeklyagreedamount.

RefundThe ‘Nature of Guarantee’ given by Coal Train to complete the training and/or assessment once thecandidatehascommencedstudyis:

• If foranyunavoidablecircumstance the trainingand/orassessmentcannotbecompleted,CoalTrainwillofferthecandidateaplacementinthesamecourseatatimesuitabletothecandidate.Ifasuitabletimecannotbeagreeduponwiththecandidate,CoalTrainwillofferafullrefundofcoursefees.

VETStudentLoansFrom1 January2017,VETStudentLoanswere implemented.This isanewstudent loansprogramthatreplacesVETFEE-HELPscheme,togiveeligiblestudentsaccesstoqualityhigherlevelVETqualifications,particularlythosestudentswhocouldnototherwiseaffordtopayupfront.CoalTrainisnotaproviderofVETStudentLoans,butwedooffercompetitivefees.

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STUDENTINFORMATIONEnrolmentTheenrolmentformcanbedownloadedfromwww.coaltrain.com.auorasrequested.Enrolmentformsaresent to all participants upon confirmationbooking.As part of our compliance as a Registered TrainingOrganisation,wearerequiredtohaveacompletedenrolmentformfromeachparticipantforeachnewenrolment. All applicants are required to satisfy prerequisite requirements, qualifications and /orexperiencewhererelevanttoaparticularcourseorTrainingpackage.

USI(UniqueStudentIdentifier)From 1 January 2015 it is a requirement under Commonwealth legislation and their conditions ofregistrationthatprovidershaveavalidUSIforastudentbeforetheyissuethatstudentwithaqualificationorstatementofattainment.Thisappliestonewstudents,pre-enrolledstudentsandcontinuingstudents.Theprocess forall students toobtainaUSI (or for trainingproviders toapplyon theirbehalfwith thestudent'spermission)isthesame.NewandcontinuingstudentsundertakingnationallyrecognisedVocationalEducationandTraining(VET)courseswillneedtohaveaUSItoreceivetheirstatementofattainmentorqualification.AllstudentswillbesuppliedaUSIfactsheetandaconsentformwiththeirbookingconfirmation.ForfurtherinformationabouttheUniqueStudentIdentifierpleaserefertohttps://www.usi.gov.au/

InductionOnceallparticipantshavecompletedtheenrolmentsessiontheywillcompleteaninductionprogramwhichwillcover:

• Confirmationofthecoursecontenttobedelivered.• Thetrainingandassessmentprocedures,includingmethod,formatandpurposeofassessment.• Confirmationthatalltheaboveinformationwasprovidedandhandoutsweredistributed.

Issuance(andre-issuance)ofQualifications

On successful completion of your training, you will be issued with a qualification or a statement ofattainment via email which will detail the nationally recognised units of competency that you havecompleted with Coal Train. If you do require a printed copy of your qualification or statement ofattainment,thisfeewillbe$10.00percourse.Yourqualificationorstatementofattainmentcanonlybeissueddirectlytothelearnerandnottoanotherparty,suchasanemployer.CoalTrainwillstoreandholdrecordsofissuedqualificationsandstatementofattainments for 30 years. This retentionperiod allows for reissuanceof qualification and statement ofattainments.IntheeventthatCoalTraindoceaseoperations,recordswillbestoredbyASQA(AustralianSkillsQualityAuthority)www.asqa.gov.auRe-issueofCertificateswillbeafeeof$10.00percourse.

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ParticipantAssessmentRecordsPolicy

Wearecommittedtomaintainingandsafeguardingtheaccuracy,integrityandcurrencyofrecordswithoutjeopardisingtheconfidentialityoftherecordsorourparticipant’sprivacy.

IndividualparticipantrecordswillbestoredinalockedsecureofficeareaandfurtherarchivedinaRECALLfacility.Ourelectronicrecordsarestoredandbackedupweeklyandareprotectedbypasswordaccess,wefurtherprotectourrecordsbymaintaininguptodatevirus,firewallandspywareprotectionsoftware.Oursoftwareandhardcopysystemswillretainparticipantresultsforaperiodofnotlessthan30years.Allotherrecordsincluding,assessmentrecords,taxationrecords,businessandcommercialrecordswillberetainedforaperiodofatleastsevenyears.Wewillensurethatanyconfidentialinformationacquiredbyus,individualsorcommitteesororganisationsactinguponourbehalfissafeguarded.Accesstoindividualparticipantassessmentrecordswillbelimitedtothosewhorequirethoserecordsforspecificpurposesincluding:

Ø TrainersandAssessorswhoaccessandupdatetherecordsoftheparticipantswithwhomtheyaretraining.

Ø Managementandadministrationstaffasrequiredtoensurethesmoothandefficientoperationofthebusiness.

Ø Officersfrom:o DESBT(DepartmentofEmployment,SmallBusinessandTraining)ortheirrepresentatives.o ASQA(AustralianSkillsQualityAuthority)ortheirrepresentatives.o WHSQ(WorkplaceHealthandSafetyQueensland)ortheirrepresentativeso CSQ(ConstructionSkillsQueensland)ortheirrepresentativeso USIManagementSystem(UniqueStudentIdentifierManagementSystem)

Orthoserequiredbylawsuchas:

Ø Peopleaspermittedbylawtoaccesstheserecords(e.g.subpoena/searchwarrants/socialservicebenefits/evidenceact).

Ø Thoseauthorisedtoreceivespecificinformationasrequested(inwriting)byindividualparticipants.

Language,LiteracyandNumeracy(LLN)AssistancePolicyDifferentindustriesattractpeopleofallages,educationalbackground,cultureandabilities.Accordingly,CoalTrain isawareof language, literacyandnumeracy requirementsof thevarious coursesandworkstirelesslytoensureallparticipantshaveopportunitytocompletethecourse.Ourstandardassessmentsdorequireparticipantstobeabletoreadandwriteandwhereapplicable,somecoursesmayalsocontainnumericalcalculationsaspartoftheassessment.Whilst basic LLN support can be provided by training staff and reasonable adjustment made wherenecessary,CoalTrainidentifiestheneedtoobtainexpertLLNsupportwhenrequired.CoalTrainutilisestheLLNRobotSystemto:

• Assessthelearner’sLLNlevels• AnalysetheACSFlevelsofthecourse• ComparelearnerresultswiththeACSFlevelsofthecourse• GenerateindividualisedLLNTrainingPlanforthelearner

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TheCoalTrainCEOisskilledinprogrammodification,andhasanextensivebackgroundinLearningSupportand SpecialNeeds.Wewill endeavour to helpwherewe can to accommodate anyonewith Language,LiteracyorNumeracydifficulties.Intheeventthataparticipant’sneedsexceedourskillwewillrefertheparticipanttoanexternalsupportproviderasstatedbelow:AdultEnglishLanguage,LiteracyandNumeracy: TAFEQueenslandEnglishLanguageandLiteracyServices(TELLS) Telephone0732445488

Emailtells@tafe.qld.edu.au(orcontactyourlocalTAFEInstitute)RecognitionofPriorLearningSometimespeopleenrolinacourseandsoonfindthattheyhavedonethetrainingbefore.AllparticipantshavetherighttoapplyforrecognitionofpriorlearningorRPL.RPL is an assessment process where partial or full credit can be granted for learning previously donethroughstructuredorunstructuredtraining,workexperienceorbysomeothermeans.Ofcourse,youmustbeabletoshow,throughanassessmentprocess,thattheknowledgeandskillsyouhavearecurrentandcanbeappliedatthetimeyouapply.ApplicationformsforRPLareavailablethroughadministration.Pleasecallifyoucannotaccesstheseorifyouhaveanyquestions.CreditTransferCredittransferisaprocessnotunlikeRPL.Ifyouhavecompletedstructuredtrainingwhichhadmodulesorunitsofcompetencywithcontentidenticaltotheonesyouareenrollingin,youmaybeeligibleforacredittransfer.Therearenofeesinvolvedinacredittransfer.Informationandanapplicationformareavailableonrequest.NationalRecognitionWhen you undertake nationally recognised training, your qualification is valued equally throughoutAustralia.ThisisbecauseallRTOsinAustraliaagreetonationallyrecogniseallawardsissuedbyanyotherRTOinthecountry.Creditmeansacredittowardsaqualificationandisapplicableforaunitofcompetency.ProcessesfortheeventoftheRTOorThirdPartyCeasingOperationsIntheeventthatCoalTrainceaseoperatingasaRegisteredTrainingOrganisation,therearestillobligationsundertheNVR(NationalVETRegulator)Actthatwemustcomplywith.Obligationsinclude:

• Returning our certificate of registration toASQAwithin 10 days of the day thewithdrawal takeseffect.

• ProvidingcopiesofstudentrecordstoASQAwithin30daysofthedaythewithdrawaltakeseffect.• ASQAwillinvoiceCoalTrainforanyoutstandingfees.Thesefeesmustbepaidwithin30daysofthe

datetheinvoiceisissued.

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TheCEOmustensurethatthestudentrecords:

• aresentinanelectronicformtostudentenquiries@asqa.gov.au• includethefollowinginformationforeachstudent:

o familyname,firstnameo residentialpostcodeo dateofbirtho studentIDnumber(ifissued)o enrolmentandcommencementdateso codeandtitleofqualification,courseorprogramstudentenrolledino codesandtitlesofunitsofcompetencycompletedandresults(ifapplicable)o datetheCertificateorStatementofAttainmentwasissued

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STUDENTPOLICIES

ParticipantCodeofConductWhen attending a course at our training centre or any other placewherewehold training,we ask allparticipantstobecourteoustoeachother,toourstaffandtoallpeoplewhotheyencounterinandaroundthevenue.Pleaseconsiderandabidebythesebasicrules.• Allparticipantsmustcomplywithallreasonablerequestsandrequirementsmadebystaff.• Noparticipantshouldattendanyclasswhilstundertheinfluenceofalcoholorillicitdrugs.• Any form of discrimination (sexual, racial etc), bullying, any form of harassment (see below for

definitions)oranyobscene,offensiveorinsultinglanguageorbehaviour,willnotbetolerated.• Disruptivebehaviourisunacceptableandwillnotbetolerated.• Anybreakingof any stateor federal lawwill be reported to the relevant authority (eg. Stealing,

damagingproperty,assaultetc.).Sanctions including cancellationof enrolmentwithout refund,beingasked to leave the training venue,attendingan interviewormediationmaybe imposedandarepurelyat thediscretionof theExecutiveManagerorthetrainerincharge.BullyingandHarassmentPolicy1.0 BullyingandHarassment1.1 ObjectiveofthisPolicy

▪ InlinewiththeCompany’scommitmenttoprovidingequalemploymentopportunitiesanda safe working environment, it is the Company’s objective to ensure a workplace freefrombullyingandharassment.

1.2 Policy

▪ The Company is committed to ensuringevery employeeenjoys a working environmentfree from bullying and harassment.Our Companyvalues establish a basis for expectedbusinessandpersonalbehaviour.This includesrespectforone anotherand, accordingly,bullyingandharassmentconstituteseriousmisconductwhichwillnotbetolerated.

▪ Bullying and harassment are not only unlawful, they are also prohibited under ourCompany’sCodeofConduct.

▪ Aspartofourcommitmentagainstworkplacebullyingandharassment,theCompanyhasa

robustandeffectiveprocedurefordealingwithanysuchcomplaints.

▪ Weallhave aresponsibilityto ensureeveryoneinthe workplaceknowsthatbullyingandharassmentareunacceptable.

§ Bullyingandharassmentmayoccurbetweencolleagues,managersandemployeesandeven

betweenemployeesandclients,contractorsandvolunteers.Inallcircumstances,bullyingandharassmentwillnotbetolerated.

1.3 SpecificGuidelines

Bullying

BullyingisdefinedbytheFairWorkAct2009asbeingrepeated,unreasonablebehaviourdirectedtowardsapersonoragroupofpeopleandwhichcreatesarisktohealthandsafety.

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Examplesofworkplacebullyinginclude:

§ Inappropriatelyexcludingacolleaguefrommeetingsorcommunications§ Demeaningorbelittlingsomeone§ Inappropriatelycommencingdisciplinaryaction§ Spreadingmaliciousgossiporrumours§ Useofabusiveorintimidatingbehaviour§ Excessivemicro-management§ Settingimpossibletargetsordeadlines§ Displayingoffensiveordegradingmaterials

Importantly, theFairWorkAct2009makes it clear that reasonablemanagerial action taken ina

reasonablewayisnotbullying.Examplesofreasonablemanagerialactioninclude:

§ Properuseofperformancemanagementordisciplinaryprocesses§ Providingfairandreasonablefeedback§ Settingchallengingtargetsordeadlines§ Requiringcompliancewithworkplacepoliciesandprocedures§ Workplacerestructuring

Harassment

WorkplaceharassmentisdefinedbytheAustralianHumanRightsCommissionerasoccurringwhen“someoneismadetofeelintimidated,insultedorhumiliatedbecauseoftheirrace,colour,nationalor ethnic origin; sex; disability; sexual preference; or some other characteristic specified underantidiscrimination or human rights legislation . It can also happen if someone is working in a‘hostile’–orintimidating–environment.”

Harassmentwhichhasasexualconnotationisreferredtospecificallyas‘sexualharassment’ Examplesofworkplaceharassmentinclude:

▪ Useofinappropriatelanguage

▪ Displayofinappropriatematerial,suchasoffensivepostersorcomputerscreensavers

§ Sharingofinappropriatejokes,eitherverballyorviaemail

§ Askingintrusivequestionsaboutaperson’sprivatelife

▪ Unacceptable physical contact, such as intentional touching, patting, pinchingorrubbing(sexualharassment)

▪ Expressedhostilityagainst, or bringing into contemptor ridiculing, an employee onthegroundsofhisorherreligion,gender,race,colour,ethnicornationaloriginoranyoftheothergroundsprotectedbystateandcommonwealthlegislation.

1.4 Procedure

§ If an employee feels they are being bullied or harassed, they should immediatelyapproach their manager todiscussthesituation.Themanagershouldprovideadvicetotheemployeeandascertainwhattheemployeewouldlikedoneaboutthematter(pleaserefer to the HarassmentComplaintsProcedurewithinthe‘Manage’sectionofWorkforceGuardian).

§ All allegationsofbullyingandharassment will be investigatedthoroughly, impartially,

empatheticallyand inthestrictestconfidence,takingintoaccounttheprivacyofallparties.

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§ Theprinciplesofnaturaljusticeandproceduralfairnessshallbefollowedatalltimes.§ FollowingtheconclusionoftheCompany’sinvestigation,thepartieswillbeinformedofthe

finaloutcomeinwriting.§ Whereappropriate,disciplinaryactionwillbetakenbytheCompany.§ Anemployeefoundtohavemadedeliberatelyfalseallegationswillbesubjecttodisciplinary

action.§ Anemployeewhohasmadeallegationsofworkplacebullyingmayalsobringtheirconcerns

totheattentionoftheFairWorkCommission.

1.5 Furtherinformation

Anyemployee requiring further informationabout thispolicy shouldcontactanymemberof theSeniorManagementTeam.

EmployeesmayalsorefertotherelevantstateorterritoryworkplacehealthandsafetyagencyortotheFairWorkCommission’swebsite(inrelationtoworkplacebullying)athttps://www.fwc.gov.au/

Ifacomplaintmadebyaparticipanttousinvolvesanallegationofcriminalmisconduct,wewillimmediatelyreferthemattertotheappropriateauthority.

DisciplineCoalTrainprovides trainingandassessment services ina spiritof cooperationandmutual respect. If atrainerorstaffmemberisunhappyordissatisfiedwiththebehaviourorperformanceofaparticipantthetrainerhastheauthorityto:

Ø Warntheparticipantthattheirbehaviourisunsuitable,orØ Askaparticipanttoleavetheclass,withoutrefundoracceptanceintoanothercourse,orØ Immediatelycanceltheclass.

Ifaparticipantwishestoexpressacomplaint inrelationtothedisciplinaryactiontaken, theyhavetheopportunitytofollowourcomplaintsprocedure.Weexpectthatourstaffwillmaintainaprofessionalandethical working relationship with all other staff, management and participants. Any breach of ourdisciplinarystandardswillbediscussedwiththetrainerandtheappropriateactionwillbetaken.

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ComplaintsandAppeals

1.1 Objectivesofthispolicy

▪ To set out the Company’s commitment to resolving complaints in a fair, constructive andtimelymanner

▪ To provide a clear and comprehensive Complaints and Appeals procedure to ensure allstudents,clients,employeesandotherstakeholdersareawareofthestepstotaketohavetheirdissatisfactionaddressedappropriately

▪ Thispolicyprovidesanavenueforstudentstomakecomplaintsandappealsandhavethemdealtwithimpartiallyatnocosttothemselves

▪ Thispolicyispubliclyavailable

1.2 Definitions

Complaint – an informal or formal expression of dissatisfaction in regard to any aspect of theconductofservices,training,trainers,assessorsorotherstaff,includingthirdpartyproviders,ofCoalTrain.

Appeal–arequesttoreviewadecision,typicallyanassessment,madeorassessedbyCoalTraintrainers,assessors,thirdpartyserviceprovidersandotherStaff

Complainant–ThepersonwhohaslodgedacomplaintorappealwithCoalTrain

1.3 Scope

CoalTrainhasdevelopedthisComplaintsandAppealsprocedureandprocessto:

▪ Ensure an effective, timely, fair and equitable complaints system that is accessible andavailabletocomplainantsatnocharge

▪ Ensurethatanycomplaintsandappealsareresolvedpromptlyandobjectively▪ Ensurethatthereisaconsistentresponsetocomplaintsandappeals▪ Ensurethattheviewsofthecomplainantisrespectedandthatanypartytothecomplaintis

notdiscriminatedagainstorvictimised▪ AllformalcomplaintsandappealswillberecordedontheComplaintsandAppealsForm▪ Ensurethatallstakeholdershaveaclearunderstandingofthestepsinvolvedintheprocedure

1.4 Procedure

Complaints and appealsmay bemade in relation to any of Coal Train’s services, activities anddecisions.

Acomplaintmayinclude,butisnotlimitedto:

▪ Courseadviceandenrolment▪ Suspensionand/orcancellationofenrolment▪ Coursedelivery▪ Marketingandpromotionalactivity▪ Personalsafety▪ Customerserviceandadministration

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▪ Issueofresults,certificates,statementofattainments▪ Learningresources▪ Feesandcharges▪ Equityandaccess,discrimination,harassmentandbullying

Anappealmayincludebutisnotlimitedto:

▪ Assessmentprocessanddecisions

1.4.1 Informalresolutionofissues

StudentsandclientsareencouragedtoresolveconcernsordifficultiesdirectlywiththerelevanttrainerorotherstaffmemberorbycontactingCoalTrain’sCEO,whowillconsidertheissueandrecommendaresolutionbeforeitbecomesaformalcomplaint.

Ifthe issueisresolvedtothecomplainant’ssatisfaction inthefirst instancetheactionsshallberecordedinandclosedoutbywayoftheContinuousImprovementsRegister.Allrelevantstaffwillbeinformedofthecomplaint.

1.4.2 Formallylodgingacomplaint/appeal

Ifanissueisnotresolvedtothecomplainant’ssatisfactionduringtheinformalprocess,thenthecomplainantwillbeadvisedtoregisteraformalcomplaintusinganofficialComplaintsandAppealsformwhichwillbesubmittedtoCoalTrainCEOforafullinternalreview.

AllformalcomplaintswillbeacknowledgedbytheExecutiveManager,inwriting,directlytothecomplainant and/or person initiating the appeal. Written acknowledgement will be returnedwithin 24 hours of having received the complaint or appeal. All assessment appeals must besubmittedwithin10businessdaysoftheassessmentdate.

Inreviewingthecomplaintorappeal,theCEOwill:

▪ Addressthecomplaint/appealasquicklyaspossible▪ Ensurethecomplainanthastheopportunitytodiscussthecomplaint/appealwiththeCEO

▪ Reviewthecomplaint/appealandpresentalldecisions,includingreasonsforthedecision,inwritingtothecomplainant

ShouldthecomplaintorappealremainunresolvedfollowingtheformalreviewbytheCEO,thecomplainanthastherighttolodgeacomplaintexternallywithanappropriateexternalagencysuchastheonesbelow:

•ASQA(AustralianSkillsQualityAuthority)•TheNationalTrainingComplaintsHotline

1.4.3 Confidentialityanddocumentation

Nostudent,staffmember,stakeholderormemberofthepublicwillbedisenfranchisedinanywayduringthecomplaints/appealsandresolutionprocess.Astudent’sprogressthroughacoursewillnot be disruptedwhilst a complaint is being heard unless the nature of the issue itselfmeansfurtherprogressisnotpossible.

Strict confidentiality will be observed through all stages of the resolution process and allcommunications and proceedings arising will remain confidential at the conclusion of thecomplaints/appealsresolutionprocess.

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Complainants have the right to nominate a third party representative (support person) if theyrequire. The representativemay be a professional representative, counsellor, familymember,friendoranyothersuchpersonthatthecomplainantchooses.

All documentation handled under this policy and procedure and their outcomes shall bemaintainedforaperiodofat leastfive(5)yearstoallowallpartiesappropriateaccesstotheserecords.

1.4.4 ResolutionTimeframe

CoalTrainwill respondtoall formalcomplaintsandappealswithin20daysof thecomplaintorappealbeinglodged.However,ifthematterisescalatedtoanexternalagency,theresolutionmaytakelonger.Ifitisexpectedthatmorethan60dayswillberequiredtoprocessandfinalisethecomplaintorappeal,CoalTrainwill:

▪ Informthecomplainantorappellantinwritingexplainingthereasonwhytheprocesswilltakeinexcessof60days

▪ Regularlyupdatethecomplainantorappellantontheprogressofthecomplaint/appeal

1.4.5 Mitigatingthelikelihoodofreoccurrence

All issues, regardless of being informal or formal will be registered in Coal Trains ContinuousImprovementsregisterandsubsequently,thepotentialcausesofthecomplaintsandappealswillbeidentified.Correctiveandpreventativeactionswillbeimplementedtoeliminateormitigatethelikelihoodofreoccurrence.Thisincludesanychangetoprocessesandprocedurestoavoidsimilarcomplaintsandorappealsarisinginfuture.

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CoalTrainWorkHealthandSafetyPolicy

Todeliverthiscommitment,CoalTrainwill:• Conduct business and operations to supports and maintain a safe and healthy workplace for all

employees,contractorsandvisitors;• Complywithrelevant legislative,regulatory,businessandcustomerrequirementsandAustralianand

Internationalstandards;• Involveemployeesandcontractorsinallsafetyactivitiestominimiseworkhealthandsafetyissue;• Strivetocontinuouslyimprovehealthandsafetymanagementbysettinghealthandsafetyobjectives,

plansandperformancemeasuresandregularlyreviewingprogressagainstsettargets;• Ensureallincidentsarereportedandrootcauseidentified;• Takeallpracticablestepstoeliminatehazardsintheworkplacethroughriskidentification,assessment,

controlandmonitoringtoensurecontinuedeffectiveness;TheseaimsareachievedthroughtheapplicationofCoalTrain’sSafetyandHealthSystemwhichconstitutespartoftheCoalTrainBusinessManagementSystem.

ThemanagementofHealthandSafetyimpactissupportedbybusinessandoperationalsystemsthatcomplywithAS/NZS4801:2001.

CoalTrainmanagementarecommittedtoimprovingbusinessoutcomesbyeffectivelymaintainingtheCoalTrainBusinessManagementSystemandfosteringablamefreeculturethatencouragesallstafftocontributetoacontinuousimprovementenvironment.

CoalTrainbelievetrainingisattheforefrontofsafety,communicationanddevelopment.Managementarecommittedtosafetywithavisionofzeroharm.

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APPENDIX1YourPrivacyCoalTrainunderstandstheimportancepeopleplaceontheirprivacyandpersonalinformation.AssuchwetakeyourprivacyveryseriouslyandcomplywiththerequirementsoftheAustralianPrivacyPrinciplesoftheCommonwealthPrivacyAct1988wheretheyapplytoourdealingswithyoutheparticipant.In some caseswewill be required by law tomake participant information available to others such asRegisteringBodiesfromStateorCommonwealthGovernmentDepartments.Inallothercasesweensurethatwewillseekthewrittenpermissionoftheparticipant.Therelevantprivacyprinciplesaresummarisedasbelow:APP1—OpenandtransparentmanagementofpersonalinformationEnsures thatAPP entitiesmanagepersonal information in an open and transparentway. This includeshavingaclearlyexpressedanduptodateAPPprivacypolicy.

APP2—AnonymityandpseudonymityRequiresAPPentitiestogiveindividualstheoptionofnotidentifyingthemselves,orofusingapseudonym.Limitedexceptionsapply.

APP3—CollectionofsolicitedpersonalinformationOutlineswhenanAPPentitycancollectpersonalinformationthatissolicited.Itapplieshigherstandardstothecollectionof‘sensitive’information.

APP4—DealingwithunsolicitedpersonalinformationOutlineshowAPPentitiesmustdealwithunsolicitedpersonalinformation.

APP5—NotificationofthecollectionofpersonalinformationOutlineswhenandinwhatcircumstancesanAPPentitythatcollectspersonalinformationmustnotifyanindividualofcertainmatters.

APP6—UseordisclosureofpersonalinformationOutlinesthecircumstancesinwhichanAPPentitymayuseordisclosepersonalinformationthatitholds.

APP7—DirectmarketingAnorganisationmayonlyuseordisclosepersonal information fordirectmarketingpurposes if certainconditionsaremet.

APP8—Cross-borderdisclosureofpersonalinformationOutlinesthestepsanAPPentitymusttaketoprotectpersonalinformationbeforeitisdisclosedoverseas.

APP9—Adoption,useordisclosureofgovernmentrelatedidentifiersOutlinesthelimitedcircumstanceswhenanorganisationmayadoptagovernmentrelatedidentifierofanindividualasitsownidentifier,oruseordiscloseagovernmentrelatedidentifierofanindividual.

APP10—QualityofpersonalinformationAnAPPentitymusttakereasonablestepstoensurethepersonalinformationitcollectsisaccurate,uptodateandcomplete.Anentitymustalsotakereasonablestepstoensurethepersonalinformationitusesordiscloses isaccurate,up todate,completeandrelevant,havingregard to thepurposeof theuseordisclosure.

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APP11—SecurityofpersonalinformationAn APP entity must take reasonable steps to protect personal information it holds from misuse,interferenceandloss,andfromunauthorisedaccess,modificationordisclosure.Anentityhasobligationstodestroyorde-identifypersonalinformationincertaincircumstances.

APP12—AccesstopersonalinformationOutlinesanAPPentity’sobligationswhenanindividualrequeststobegivenaccesstopersonalinformationheldaboutthembytheentity.Thisincludesarequirementtoprovideaccessunlessaspecificexceptionapplies.

APP13—CorrectionofpersonalinformationOutlines an APP entity’s obligations in relation to correcting the personal information it holds aboutindividuals.

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APPENDIX2PrivacyPolicy

CoalTrainiscommittedtomaintainingtheprivacyandconfidentialityofitsRTOpersonnelandparticipantrecords.CoalTraincomplieswiththePrivacyAct1988includingthe13AustralianPrivacyPrinciples(APPs)asoutlinedinthePrivacyAmendment(EnhancingPrivacyProtection)Act2012.

Asacomponentofourriskmanagementpractices,CoalTrainhasconductedaPrivacyImpactAssessmentfor all operations. Mitigation actions from this risk assessment have been implemented for themanagementofprivacyrisksateachstageoftheinformationlifecycle,includingcollection,use,disclosure,storage,destructionandde-identification.

Providinganoverallframeworkforourprivacypractices,CoalTrainhasdevelopedandimplementedthisAPPPrivacyPolicy.

Coal Train manages personal information in an open and transparent way. This is evident in theimplementationofpractices,proceduresandsystemweoutlineinthispolicy,thatensureourcompliancewith the APPs and any binding registered APP code, and provide suitable procedures for Coal Trainpersonneltobeabletodealwithrelatedinquiriesandcomplaintsthatmaybereceivedfromtimetotime.

Thefollowingsectionsofthispolicyoutlinehowwemanagepersonalinformation.

AustralianPrivacyPrinciple1–Openandtransparentmanagementofpersonalinformation

Purposesforinformationcollection,retention,useanddisclosure

CoalTrainretainsarecordofpersonalinformationaboutallindividualswithwhomweundertakeanyformof business activity. Coal Train must collect, hold, use and disclose information from our clients andstakeholdersforarangeofpurposes,includingbutnotlimitedto:

§ Providingservicestoclients;§ Managingemployeeandcontractorteams;§ Promotingproductsandservices;§ Conductinginternalbusinessfunctionsandactivities;and§ Requirementsofstakeholders.

Asagovernmentregisteredtrainingorganisation,regulatedbytheAustralianSkillsQualityAuthority,CoalTrainisrequiredtocollect,hold,useanddiscloseawiderangeofpersonalandsensitiveinformationonparticipants innationally recognised trainingprograms.This information requirement isoutlined in theNationalVocationalEducationandTrainingRegulatorAct2011andassociatedlegislativeinstruments.Inparticular,thelegislativeinstruments:

§ StudentIdentifiersAct2014;§ StandardsforRegisteredTrainingOrganisations(RTOs)2015;and§ DataProvisionRequirements2012.§ NationalVETDataPolicy

It isnotedthatCoalTrain isalsoboundbyvariousStateGovernmentActsrequiringsimilar informationcollection,useanddisclosure (particularlyEducationAct(s),VocationalEducation&TrainingAct(s)andTraineeship&ApprenticeshipsAct(s)relevanttostatejurisdictionsofCoalTrainoperations).

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Itisfurthernotedthat,alignedwiththeselegislativerequirements,CoalTraindeliversservicesthrougharangeofCommonwealthandStateGovernment fundingcontractagreementarrangements,whichalsoincludevariousinformationcollectionanddisclosurerequirements.

Individuals are advised that due to these legal requirements, Coal Train discloses information held onindividualsforvalidpurposestoarangeofentitiesincluding:

§ Governments(Commonwealth,StateorLocal);§ AustralianApprenticeshipsCentres;§ Employers(andtheirrepresentatives),JobNetworkProviders,Schools,Guardians;and§ Serviceproviderssuchascreditagenciesandbackgroundcheckproviders.

Kindsofpersonalinformationcollectedandheld

The following typesofpersonal informationaregenerally collected,dependingon theneed for servicedelivery:

§ Contactdetails;§ Employmentdetails;§ Educationalbackground;§ DemographicInformation;§ Courseprogressandachievementinformation;and§ Financialbillinginformation.

Thefollowingtypesofsensitiveinformationmayalsobecollectedandheld:

§ Identitydetails;§ Employeedetails&HRinformation;§ Complaintorissueinformation;§ Disabilitystatus&otherindividualneeds;§ Indigenousstatus;and§ Backgroundchecks(suchasNationalCriminalChecksorWorkingwithChildrenchecks).

WhereCoalTraincollectspersonal informationofmorevulnerablesegmentofthecommunity(suchaschildren),additionalpracticesandproceduresarealsofollowed.PleaserefertoCoalTrain’sChildSafetyforfurtherinformation.

Howpersonalinformationiscollected

CoalTrain’susualapproachtocollectingpersonalinformationistocollectanyrequiredinformationdirectlyfromtheindividualsconcerned.Thismayincludetheuseofforms(suchasregistrationforms,enrolmentformsorservicedeliveryrecords)andtheuseofwebbasedsystems(suchasonlineenquiryforms,webportalsorinternaloperatingsystems).

CoalTraindoesreceivesolicitedandunsolicitedinformationfromthirdpartysourcesinundertakingservicedeliveryactivities.Thismayincludeinformationfromsuchentitiesas:

§ Governments(Commonwealth,StateorLocal);§ AustralianApprenticeshipsCentres;§ Employers(andtheirrepresentatives),JobNetworkProviders,Schools,Guardians;and§ Serviceproviderssuchascreditagenciesandbackgroundcheckproviders.

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Howpersonalinformationisheld

CoalTrain’susualapproachtoholdingpersonalinformationincludesrobuststorageandsecuritymeasuresatalltimes.Informationoncollectionis:

§ Assoonaspracticalconvertedtoelectronicmeans;§ Storedinsecure,passwordprotectedsystems,suchasfinancialsystem,learningmanagementsystem

andstudentmanagementsystem;and§ Monitoredforappropriateauthoriseduseatalltimes.

Onlyauthorisedpersonnelareprovidedwithlogininformationtoeachsystem,withsystemaccesslimitedtoonlythoserelevanttotheirspecificrole.CoalTrainICTsystemsarehostedinternallywithrobustinternalsecuritytophysicalserverlocationsandserversystemsaccess.Virusprotection,backupproceduresandongoingaccessmonitoringproceduresareinplace.

Destructionofpaperbasedrecordsoccursassoonaspracticableineverymatter,throughtheuseofsecureshreddinganddestructionservicesatallCoalTrainsites.

RetentionandDestructionofInformation

Coal Train maintains a Retention and Disposal Schedule documenting the periods for which personalinformationrecordsarekept.

SpecificallyforourRTOrecords,intheeventofourorganisationceasingtooperatetherequiredpersonalinformation on record for individuals undertaking nationally recognised training with us would betransferredtotheAustralianSkillsQualityAuthority,asrequiredbylaw.

Accessingandseekingcorrectionofpersonalinformation

CoalTrainconfirmsallindividualshavearighttorequestaccesstotheirpersonalinformationheldandtorequestitscorrectionatanytime.Inordertorequestaccesstopersonalrecords,individualsaretomakecontactwith:

CoalTrainAdministration

0749391445

admin@coaltrain.com.au

A number of third parties, other than the individual, may request access to an individual’s personalinformation. Such third parties may include employers, parents or guardians, schools, AustralianApprenticeshipsCentres,Governments(Commonwealth,StateorLocal)andvariousotherstakeholders.

Inallcaseswhereaccessisrequested,CoalTrainwillensurethat:

§ Partiesrequestingaccesstopersonalinformationarerobustlyidentifiedandvetted;§ Wherelegallypossible,theindividualtowhomtheinformationrelateswillbecontactedtoconfirm

consent(ifconsentnotpreviouslyprovidedforthematter);and§ Onlyappropriatelyauthorisedparties,forvalidpurposes,willbeprovidedaccesstotheinformation.

ComplaintsaboutabreachoftheAPPsorabindingregisteredAPPcode

IfanindividualfeelsthatCoalTrainmayhavebreachedoneoftheAPPsorabindingregisteredAPPPrivacyComplaintsProcedurebelowforfurtherinformation.

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MakingourAPPPrivacyPolicyavailable

Coal Train provides our APP Privacy Policy available free of charge,with all information being publiclyavailablefromthePrivacylinkonourwebsiteathttp://coaltrain.com.au/company-policies/.Thiswebsiteinformationisdesignedtobeaccessibleasperwebpublishingaccessibilityguidelines,toensureaccessisavailabletoindividualswithspecialneeds(suchasindividualswithavisionimpairment).

Inaddition,thisAPPPrivacyPolicyis:

§ ProminentlydisplayedateachCoalTrain’spremises;§ IncludedwithinourParticipantHandbook;§ Availablefordistributionfreeofchargeonrequest,assoonaspossibleaftertherequestisreceived,

includinginanyparticularformatrequestedbytheindividualasisreasonablypractical.

If,intheunlikelyeventtheAPPPrivacyPolicyisnotabletobeprovidedinaparticularformatrequestedbyanindividual,wewillexplainthecircumstancesaroundthisissuewiththerequesterandseektoensurethatanotherappropriatemethodisprovided.

ReviewandUpdateofthisAPPPrivacyPolicy

CoalTrainreviewsthisAPPPrivacyPolicy:

§ Onanongoingbasis,assuggestionsor issuesareraisedandaddressed,orasgovernmentrequiredchangesareidentified;

§ Throughourinternalauditprocessesonatleastanannualbasis;§ As a part of any external audit of our operations that may be conducted by various government

agenciesasapartofourregistrationasanRTOorinnormalbusinessactivities;and§ Asacomponentofeachandeverycomplaintinvestigationprocesswherethecompliantisrelatedtoa

privacymatter.

Where this policy is updated, changes to thepolicy arewidely communicated to stakeholders throughinternal personnel communications, meetings, training and documentation, and externally throughpublishing of the policy on Coal Train’s website and other relevant documentation (such as our RTOHandbook)forclients.

AustralianPrivacyPrinciple2–Anonymityandpseudonymity

CoalTrainprovides individualswiththeoptionofnot identifyingthemselves,orofusingapseudonym,whendealingwithusinrelationtoaparticularmatter,wheneverpractical.Thisincludesprovidingoptionsforanonymousdealings incasesofgeneralcourseenquiriesorothersituations inwhichan individuals’informationisnotrequiredtocompletearequest.

Individualsmaydealwithusbyusinganame,termordescriptorthatisdifferenttotheindividual’sactualnamewhereverpossible.Thisincludesusinggenericemailaddressesthatdoesnotcontainanindividual’sactualname,orgenericusernameswhenindividualsmayaccessapubliccomponentofourwebsiteorenquiryforms.

Coal Train only stores and links pseudonyms to individual personal information in cases where this isrequiredforservicedelivery(suchassystemlogininformation)oroncetheindividual’sconsenthasbeenreceived.

Individualsareadvisedoftheiropportunitytodealanonymouslyorbypseudonymwithuswheretheseoptionsarepossible.

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Requiringidentification

CoalTrainmustrequireandconfirmidentificationhoweverinservicedeliverytoindividualsfornationallyrecognisedcourseprograms.WeareauthorisedbyAustralianlawtodealonlywithindividualswhohaveappropriatelyidentifiedthemselves.Thatis,itisaConditionofRegistrationforallRTOsundertheNationalVocational Education and Training Regulator Act 2011 that we identify individuals and their specificindividual needs on commencement of service delivery, and collect and disclose Australian VocationalEducationandTrainingManagementofInformationStatisticalStandard(AVETMISS)dataonallindividualsenrolled in nationally recognised training programs. Other legal requirements, as noted earlier in thispolicy,alsorequireconsiderableidentificationarrangements.

Therearealsootheroccasionsalsowithinourservicedeliverywhereanindividualmaynothavetheoptionof dealing anonymously or by pseudonym, as identification is practically required for us to effectivelysupportanindividual’srequestorneed.

AustralianPrivacyPrinciple3—Collectionofsolicitedpersonalinformation

CoalTrainonlycollectspersonalinformationthatisreasonablynecessaryforourbusinessactivities.

Weonlycollectsensitiveinformationincaseswheretheindividualconsentstothesensitiveinformationbeingcollected,exceptincaseswherewearerequiredtocollectthisinformationbylaw,suchasoutlinedearlierinthispolicy.

Allinformationwecollectiscollectedonlybylawfulandfairmeans.

Weonlycollectsolicitedinformationdirectlyfromtheindividualconcerned,unlessitisunreasonableorimpracticableforthepersonalinformationtoonlybecollectedinthismanner.

AustralianPrivacyPrinciple4–Dealingwithunsolicitedpersonalinformation

CoalTrainmayfromtimetotimereceiveunsolicitedpersonalinformation.Wherethisoccurswepromptlyreviewtheinformationtodecidewhetherornotwecouldhavecollectedtheinformationforthepurposeof our business activities. Where this is the case, we may hold, use and disclose the informationappropriatelyasperthepracticesoutlinedinthispolicy.

Wherewecouldnothavecollectedthisinformation(bylaworforavalidbusinesspurpose)weimmediatelydestroyorde-identifytheinformation(unlessitwouldbeunlawfultodoso).

AustralianPrivacyPrinciple5–Notificationofthecollectionofpersonalinformation

WheneverCoalTraincollectspersonalinformationaboutanindividual,wetakereasonablestepstonotifytheindividualofthedetailsoftheinformationcollectionorotherwiseensuretheindividual isawareofthose matters. This notification occurs at or before the time of collection, or as soon as practicableafterwards.

Ournotificationstoindividualsondatacollectioninclude:

§ Coal Train’s identity and contact details, including the position title, telephone number and emailaddressofacontactwhohandlesenquiriesandrequestsrelatingtoprivacymatters;

§ Thefactsandcircumstancesofcollectionsuchasthedate,time,placeandmethodofcollection,andwhethertheinformationwascollectedfromathirdparty,includingthenameofthatparty;

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§ Ifthecollectionisrequiredorauthorisedbylaw,includingthenameoftheAustralianlaworotherlegalagreementrequiringthecollection;

§ Thepurposeofcollection,includinganyprimaryandsecondarypurposes;§ Theconsequencesfortheindividualifallorsomepersonalinformationisnotcollected;§ Otherorganisationsorpersonstowhichtheinformationisusuallydisclosed,includingnamingthose

parties;§ AlinktothisAPPPrivacyPolicyonourwebsiteorexplainhowitmaybeaccessed;and§ AdvicethatthisAPPPrivacyPolicycontainsinformationabouthowtheindividualmayaccessandseek

correctionofthepersonalinformationheldbyus;andhowtocomplainaboutabreachoftheAPPs,oranyregisteredAPPcode,andhowwewilldealwithsuchacomplaint.

Where possible, we ensure that the individual confirms their understanding of these details, such asthroughsigneddeclarations,websiteformacceptanceofdetailsorinpersonthroughquestioning.

Collectionfromthirdparties

WhereCoalTraincollectspersonalinformationfromanotherorganisation,we:

1. Confirmwhethertheotherorganisationhasprovidedtherelevantnoticeabovetotheindividual;or2. Whethertheindividualwasotherwiseawareofthesedetailsatthetimeofcollection;and3. Ifthishasnotoccurred,wewillundertakethisnoticetoensuretheindividualisfullyinformedofthe

informationcollection.

AustralianPrivacyPrinciple6–Useordisclosureofpersonalinformation

CoalTrainonlyusesordisclosespersonalinformationitholdsaboutanindividualfortheparticularprimarypurposesforwhichtheinformationwascollected,orsecondarypurposesincaseswhere:

§ Anindividualconsentedtoasecondaryuseordisclosure;§ Anindividualwouldreasonablyexpectthesecondaryuseordisclosure,andthatisdirectlyrelatedto

theprimarypurposeofcollection;or§ Usingordisclosingtheinformationisrequiredorauthorisedbylaw.

Requirementtomakeawrittennoteofuseordisclosureforthissecondarypurpose

IfCoalTrainusesordisclosespersonalinformationinaccordancewithan‘enforcementrelatedactivity’wewillmakeawrittennoteoftheuseordisclosure,includingthefollowingdetails:

§ Thedateoftheuseordisclosure;§ Detailsofthepersonalinformationthatwasusedordisclosed;§ Theenforcementbodyconductingtheenforcementrelatedactivity;§ Iftheorganisationusedtheinformation,howtheinformationwasusedbytheorganisation;§ Thebasisforourreasonablebeliefthatwewererequiredtodisclosetheinformation.

AustralianPrivacyPrinciple7–Directmarketing

Coal Train does not use or disclose the personal information that it holds about an individual for thepurposeofdirectmarketing,unless:

§ The personal information has been collected directly from an individual, and the individual wouldreasonablyexpecttheirpersonalinformationtobeusedforthepurposeofdirectmarketing;or

§ Thepersonalinformationhasbeencollectedfromathirdparty,orfromtheindividualdirectly,buttheindividualdoesnothaveareasonableexpectationthattheirpersonalinformationwillbeusedforthepurposeofdirectmarketing;and

§ We provide a simple method for the individual to request not to receive direct marketingcommunications(alsoknownas‘optingout’).

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Oneachof our directmarketing communications, Coal Trainprovides a prominent statement that theindividualmayrequesttooptoutoffuturecommunications,andhowtodoso.

An individualmayalsorequestusatanystagenottouseordisclosetheirpersonal informationforthepurposeofdirectmarketing,ortofacilitatedirectmarketingbyotherorganisations.Wecomplywithanyrequestbyanindividualpromptlyandundertakeanyrequiredactionsforfree.

Wealso,onrequest,notifyanindividualofoursourceoftheirpersonalinformationusedordisclosedforthepurposeofdirectmarketingunlessitisunreasonableorimpracticabletodoso.

AustralianPrivacyPrinciple8–Cross-borderdisclosureofpersonalinformation

CoalTraindoesnotdisclosepersonalinformationaboutanindividualtoanyoverseasrecipient.

AustralianPrivacyPrinciple9–Adoption,useordisclosureofgovernmentrelatedidentifiers

CoalTraindoesnotadopt,useordiscloseagovernmentrelatedidentifierrelatedtoanindividualexcept:

§ InsituationsrequiredbyAustralianlaworotherlegalrequirements;§ Wherereasonablynecessarytoverifytheidentityoftheindividual;§ WherereasonablynecessarytofulfilobligationstoanagencyoraStateorTerritoryauthority;or§ Asprescribedbyregulations.

AustralianPrivacyPrinciple10–Qualityofpersonalinformation

CoalTraintakesreasonablestepstoensurethatthepersonalinformationitcollectsisaccurate,up-to-dateandcomplete.Wealsotakereasonablestepstoensurethatthepersonalinformationweuseordiscloseis,havingregardtothepurposeoftheuseordisclosure,accurate,up-to-date,completeandrelevant.Thisisparticularlyimportantwhere:

§ Whenweinitiallycollectthepersonalinformation;and§ Whenweuseordisclosepersonalinformation.

We take steps to ensure personal information is factually correct. In cases of an opinion, we ensureinformationtakesintoaccountcompetingfactsandviewsandmakesaninformedassessment,providingitisclearthisisanopinion.Informationisconfirmedup-to-dateatthepointintimetowhichthepersonalinformationrelates.

Qualitymeasuresinplacesupportingtheserequirementsinclude:

§ Internalpractices,proceduresandsystemstoaudit,monitor,identifyandcorrectpoorqualitypersonalinformation(includingtrainingstaffinthesepractices,proceduresandsystems);

§ Protocolsthatensurepersonal information iscollectedandrecordedinaconsistentformat,fromaprimaryinformationsourcewhenpossible;

§ Ensuringupdatedornewpersonalinformationispromptlyaddedtorelevantexistingrecords;§ Providingindividualswithasimplemeanstoreviewandupdatetheirinformationonanon-goingbasis

throughouronlineportal;§ Remindingindividualstoupdatetheirpersonalinformationatcriticalservicedeliverypoints(suchas

completion)whenweengagewiththeindividual;§ Contactingindividualstoverifythequalityofpersonalinformationwhereappropriatewhenitisabout

tobeusedordisclosed,particularlyiftherehasbeenalengthyperiodsincecollection;and§ Checking that a third party, from whom personal information is collected, has implemented

appropriatedataqualitypractices,proceduresandsystems.

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AustralianPrivacyPrinciple11—Securityofpersonalinformation

CoalTraintakesactivemeasurestoconsiderwhetherweareabletoretainpersonalinformationwehold,andalsotoensurethesecurityofpersonalinformationwehold.Thisincludesreasonablestepstoprotectthe information from misuse, interference and loss, as well as unauthorised access, modification ordisclosure.

Wedestroyorde-identifypersonal informationheldonce the information isno longerneeded foranypurposeforwhichtheinformationmaybelegallyusedordisclosed.

AccesstoCoalTrainofficesandworkareasislimitedtoourpersonnelonly-visitorstoourpremisesmustbeauthorisedbyrelevantpersonnelandareaccompaniedatalltimes.Withregardtoanyinformationinapaperbasedform,wemaintainstorageofrecordsinanappropriatelysecureplacetowhichonlyauthorisedindividualshaveaccess.

RegularstafftrainingandinformationbulletinsareconductedwithCoalTrainpersonnelonprivacyissues,andhowtheAPPsapplytoourpractices,proceduresandsystems.Trainingisalsoincludedinourpersonnelinductionpractices.

Weconductongoing internalaudits (at leastannuallyandasneeded)of theadequacyandcurrencyofsecurityandaccesspractices,proceduresandsystemsimplemented.

AustralianPrivacyPrinciple12—Accesstopersonalinformation

WhereCoalTrainholdspersonalinformationaboutanindividual,weprovidethatindividualaccesstotheinformationontheirrequest.Inprocessingrequests,we:

§ Ensurethroughconfirmationofidentitythattherequestismadebytheindividualconcerned,orbyanotherpersonwhoisauthorisedtomakearequestontheirbehalf;

§ Respondtoarequestforaccess:­ Within14calendardays,whennotifyingourrefusaltogiveaccess,includingprovidingreasons

forrefusalinwriting,andthecomplaintmechanismsavailabletotheindividual;or­ Within30calendardays,bygivingaccesstothepersonalinformationthatisrequestedinthe

mannerinwhichitwasrequested.§ Provideinformationaccessfreeofcharge.

AustralianPrivacyPrinciple13–Correctionofpersonalinformation

CoalTraintakesreasonablestepstocorrectpersonalinformationwehold,toensureitisaccurate,up-to-date,complete,relevantandnotmisleading,havingregardtothepurposeforwhichitisheld.

IndividualRequests

Onanindividual’srequest,we:

§ Correctpersonalinformationheld;and§ Notifyanythirdpartiesofcorrectionsmadetopersonalinformation,ifthisinformationwaspreviously

providedtotheseparties.

Incaseswherewerefusetoupdatepersonalinformation,we:

§ Give a written notice to the individual, including the reasons for the refusal and the complaintmechanismsavailabletotheindividual;

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§ Uponrequestbytheindividualwhosecorrectionrequesthasbeenrefused,takereasonablestepstoassociateastatementwiththepersonal informationthattheindividualbelievesittobeinaccurate,out-of-date,incomplete,irrelevantormisleading;

§ Respondwithin14calendardaystotheserequests;and§ Completeallactionsfreeofcharge.

CorrectingatCoalTrain’sinitiative

Wetakereasonablestepstocorrectpersonalinformationweholdincaseswherewearesatisfiedthatthepersonal information held is inaccurate, out-of-date, incomplete, irrelevant or misleading (that is, theinformationisfaulty).Thisawarenessmayoccurthroughcollectionofupdatedinformation,innotificationfromthirdpartiesorthroughothermeans.

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APPENDIX3LegislativeRequirementsWeare subject toa rangeof legislation related to trainingandassessmentaswell asgeneralbusinesspracticeincludingmatterssuchasyoursafety,privacyandrights,tonameafew.Therearealsoanumberoflegislativerequirementsthatyouwillbemadeawareofthroughoutyourcourse.This legislation is continually being updated and all staff aremade aware of any changes through ourinternalimprovementprocesses.Ifyouwanttoviewcurrentlegislationfollowthelinksbyclickingontheheadingbelow.ThelegislationthatparticularlyeffectsyourparticipationinVocationalEducationandTrainingincludes:CommonwealthLegislationØ AgeDiscriminationAct2004Ø CopyrightAct1968Ø DisabilityStandardsforEducation2005Ø DisabilityDiscriminationAct1992Ø EnvironmentalprotectionandBiodiversityConservationAct1999Ø HumanRightsandEqualOpportunityCommissionAct1986Ø RacialDiscriminationAct1975Ø SexDiscriminationAct1984Ø PrivacyAct1988includingtheAustralianPrivacyPrinciplesØ PrivacyAmendment(NotifiableDataBreaches)Act2017Ø SkillingAustralia'sWorkforceAct2005Ø StudentIdentifiersAct2014Ø StudentIdentifiersRegulation2014Ø StandardsforRegisteredTrainingOrganisations(RTOs)2015Ø NationalVocationalEducationandTrainingRegulatorAct2011Ø NationalVocationalEducationandTrainingRegulator(ConsequentialAmendments)Act2011Ø NationalVocationalEducationandTrainingRegulator(TransitionalProvisions)Act2011Ø NationalVETDataPolicyQueenslandLegislationØ FairTradingAct1989(advertisingandmarketing)Ø Work,HealthandSafetyAct2011Ø VocationalEducationandTraining(CommonwealthPowers)Act2012Ø VocationalEducation,TrainingandEmploymentAct2000Ø VocationalEducation,TrainingandEmploymentRegulation20000Ø FurtherEducationandTrainingAct2014Ø FurtherEducationandTrainingRegulation2014IndustrySpecificlegislation,RegulationsandStandardsØ AustralianStandard60529–DegreesofprotectionprovidedbyenclosuresØ Australian Standard 2985 – Workplace atmospheres – method for sampling and gravimetric

determinationofrespirabledustØ AustralianStandard62013–CaplightsforuseinminessusceptibletofiredampØ AustralianStandard1826–ElectricalequipmentforexplosivegasatmospheresØ AustralianStandard2290–ElectricalEquipmentforcoalminesØ AustralianStandard2081–ElectricalProtectiondevicesforminesandquarries

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Ø AustralianStandard31000-RiskManagementØ CoalMiningSafetyandHealthAct1999Ø CoalMiningSafetyandHealthRegulation2017Ø HowtoManageWorkHealthandSafetyRisksCodeofPractice2011Ø HazardousManualTasksCodeofPractice2016Ø ManagingNoiseandPreventingHearingLossatWorkCodeofPractice2015Ø ConfinedSpacesCodeofPracticeOctober2018Ø ManagingtheRisksofFallsatWorkplacesOctober2018Ø ElectricalSafetyAct2002Ø ElectricalSafetyRegulation2013Ø EnvironmentalProtectionAct1994Ø ExplosivesAct1999Ø ExplosivesRegulation2017Ø FossickingAct2009Ø GreenhouseGasStorageAct2009Ø GreenhouseGasStorageRegulation2010Ø MineralResourcesAct1989Ø MineralResourcesRegulation2013Ø MinesandQuarryingSafetyandHealthAct1999Ø MinesandQuarryingSafetyandHealthRegulation2017Ø National Occupational Health and Safety Commission Act (Repeal, Consequential and Transitional

Provisions)2005o NOHSC:10005–Listofdesignatedhazardoussubstanceso NOHSC:1008(2004)–Approvedcriteriaforclassifyinghazardoussubstanceso NOHSC:1007(2000)–NationalStandardforOccupationalNoiseo NOHSC:2002(2005)–CodeofPracticeforthesaferemovalofasbestosØ PetroleumandGas(ProductionandSafety)Act2004Ø PetroleumandGas(ProductionandSafety)Regulation2004Ø PetroleumAct1923Ø Recognisedstandard01–UndergroundelectricalequipmentandelectricalinstallationsØ Recognisedstandard02–ControlofriskmanagementpracticesØ Recognisedstandard03–ExplosionprotectionofdieselenginesØ Recognisedstandard04–Undergroundnon-flameproofdieselvehiclesØ Recognisedstandard05–Qualityof incombustibledust, samplingandanalysisof roadwaydust in

undergroundminesØ Recognisedstandard06–InspectionsforundergroundcoalminesØ Recognisedstandard07–CriteriafortheassessmentofdrugsincoalminesØ Recognisedstandard08–ConductofmineemergencyexercisesØ Recognisedstandard09–ThemonitoringofsealedareasØ Recognisedstandard11–TrainingincoalminesØ Recognisedstandard12–PlacechangeminingoperationsinundergroundcoalminesØ Recognisedstandard13–Tyre,wheelandrimmanagementØ Recognisedstandard14–MonitoringrespirabledustincoalminesØ Recognisedstandard15–UndergroundrespirabledustcontrolincoalminesØ WorkHealthandSafetyAct2011Ø WorkHealthandSafetyandOtherLegislationAmendmentAct2017