CHP School of Hospitality...CHP School of Hospitality | Student Handbook | V4.3 | July 2019 Page 5 of 68 Student Handbook All CHP School of Hospitality students will have access to

StudentHandbook

CHP School of Hospitality

CHP School of Hospitality

RTO Number: 6871

www.chpsoh.com.au

CHP School of Hospitality | Student Handbook | V4.3 | July 2019 Page 1 of 68

ContentsAbout Us ................................................................................................................................................. 4

Student Handbook ................................................................................................................................. 5

1. Key Policies and Procedures ........................................................................................................... 6

1.1 Student Code of Conduct ............................................................................................................. 6

1.2 Student Selection and Enrolment .............................................................................................. 10

1.3 Unique Student Identifier (USI) .................................................................................................. 12

1.4 Booking Terms and Conditions ................................................................................................... 14

1.4.1 Fee Refund Policy and Procedure (Fee-for-Service) ............................................................ 16

1.4.2 Withdrawing from a Training Program ............................................................................... 19

1.5 Access and Equity ....................................................................................................................... 20

1.6 Training Guarantee .................................................................................................................... 21

1.7 Complaint and Appeals Policies and Procedures ....................................................................... 22

1.7.1 Complaint Policy and Procedure ......................................................................................... 22

1.7.2 Appeals Policy and Procedure ............................................................................................. 25

1.7.3 External Complaints and Appeals ........................................................................................ 27

1.8 Privacy ........................................................................................................................................ 28

2. Training and Assessment .............................................................................................................. 32

2.1 Learning Environment ................................................................................................................ 32

2.2 Training Programs ...................................................................................................................... 32

2.3 The Trainers / Assessors ............................................................................................................. 32

2.4 Learning Resources .................................................................................................................... 33

2.5 Classroom Conduct .................................................................................................................... 33

2.6 Language, Literacy and Numeracy (LLN) .................................................................................... 33

2.7 Recognition of Prior Learning (RPL) and Credit Transfer (CT) .................................................... 34

2.8 Assessments ............................................................................................................................... 37

2.8.1 Preparing for Assessment ................................................................................................... 37

2.8.2 Copies of Assessments ........................................................................................................ 37

2.8.3 Failure to attempt an Assessment ....................................................................................... 38

2.8.4 Marking ............................................................................................................................... 38

2.8.5 Appeal Process .................................................................................................................... 38

2.8.6 Re-Scheduling an Exam ....................................................................................................... 39

2.8.7 Access and Equity in Assessments ....................................................................................... 39


2.8.8 Assessment Feedback ......................................................................................................... 39

2.8.9 Plagiarism ............................................................................................................................ 40

2.8.10 Assessment Record ........................................................................................................... 40

2.9 Quality Control ............................................................................................................................... 40

2.10 Qualifications and Statements of Attainment .............................................................................. 41

2.11 Training Feedback ........................................................................................................................ 41

2.12 Changes to Qualifications you are Studying ................................................................................. 41

3. Student Services ........................................................................................................................... 42

3.1 Getting Advice ............................................................................................................................ 42

3.2 Support Services ......................................................................................................................... 42

3.2.1 Educational and Support Services ....................................................................................... 42

3.2.2 Student Support and Safety ................................................................................................ 43

3.2.3 Student Handbook .............................................................................................................. 43

3.2.4 RTO Support Officers ........................................................................................................... 43

3.2.5 Academic and Learning Support ......................................................................................... 44

3.2.6 Students with Disabilities .................................................................................................... 44

3.2.7 Students Hardship ............................................................................................................... 45

3.2.8 Information to Students .......................................................................................................... 45

3.3 Reasonable Adjustment ............................................................................................................. 46

3.4 Interpreting Service ........................................................................................................................ 46

3.5 Student Counselling ....................................................................................................................... 47

3.6 Replacement Certificate ............................................................................................................. 48

3.7 Access to Student Record ........................................................................................................... 48

4. Health and Safety ......................................................................................................................... 49

4.1 General Health and Safety ......................................................................................................... 49

4.2 Hazard Control and Reporting .................................................................................................... 49

4.3 Incident/Accident Reporting ...................................................................................................... 49

4.4 Safety and Emergency ................................................................................................................ 50

4.4.1 First Aid ................................................................................................................................... 50

4.4.2 Emergencies ............................................................................................................................ 50

4.5 Alcohol and Drug Free Environment .......................................................................................... 51

4.6 Bullying, Discrimination and Harassment ................................................................................... 51

5. Useful Forms ................................................................................................................................ 52


Refund of Course Fees Application Form ......................................................................................... 52

Student Withdrawal Form ................................................................................................................ 53

Student Record Access Form ............................................................................................................ 54

Student Complaint Form .................................................................................................................. 55

Student Appeal Form ....................................................................................................................... 56

Student Concern Form ..................................................................................................................... 58

Reasonable Adjustment Application Form ....................................................................................... 59

Credit Transfer Application Form ..................................................................................................... 60

RPL Application Form ....................................................................................................................... 62

Interpreter Consent Form ................................................................................................................ 64

Incident Report Form ....................................................................................................................... 65

Change of Details Form .................................................................................................................... 67


AboutUs CHP School of Hospitality is a Sydney based Registered Training Organization (RTO) which was developed by Canterbury-Hurlstone Park RSL Club in 1999 to provide a relevant resource to the community in hospitality training.

As an (RTO) accredited by the Australian Skills Quality Authority, we are able to deliver nationally recognized training for those looking to enter the industry, or to develop their careers.

For over 20 years we have enjoyed an excellent reputation as an innovative centre for quality hospitality and business training outcomes. CHP School of Hospitality welcomes you and takes this opportunity to outline the roles and functions of each of the people involved in your chosen course.

Our Facilities Our classroom workshops are held inside Canterbury-Hurlstone Park RSL Club. In October 2014 we opened our contemporary purpose built training room, fully equipped with a full service bar, espresso machines and plasma screen. A comfortable and ambient environment for a fun & hands on way to learn job ready skills in true to life environment.

What We Offer In addition to our workshops, short courses and full-length qualification and traineeship training, CHP School of Hospitality also offers – customized training and recognition services for the registered clubs industry. We also have a proud history of providing subsidised training to local school students in Certificate II in Hospitality, Café, RSA and RCG courses. For more detailed course information, please feel free to download our course handbook on www.chpsoh.com.au.

Our Credentials We are accredited by the Australian Skills Quality Authority to deliver Nationally Recognized Training. We are also recognized by Liquor and Gaming NSW and NSW Food Authority as approved providers to mandatory training for the club industry. Our RTO National Code is 6871.

Program Benefits • Can be customized to suit the needs of individual hospitality organizations • Are designed to allow flexible delivery option • Have realistic class sizes to maximize the quality of the learning provided • Are competitively priced • Are delivered by professional trainers with extensive experience in the industry

Location Training is held at our purpose-built training facility situated on the lower level of Canterbury-Hurlstone Park RSL Club, 20 – 26 Canterbury Rd Hurlstone Park. Course Schedule We are constantly reviewing our course offering and scheduling. Please check the website for current course options and dates.


StudentHandbook All CHP School of Hospitality students will have access to a copy of this handbook. This handbook can be accessed on our website www.chpsoh.com.au. In it are some guidelines on what is expected in the say of behaviour whilst undertaking training and assessment with CHP School of Hospitality. Staff and students will be expected to abide by its direction and intent.

You may need to refer to this handbook throughout your training. If you have any questions related to your training program or any of our policies and procedures, you are encouraged to contact your allocated trainer or the administration staff for more information.

CHP School of Hospitality welcomes any feedback or comments about this Student Handbook.

Contact Information

Phone: (02) 9559 0025 Email: [email protected] Head Office: 20 – 26 Canterbury Rd Hurlstone Park NSW 2193 Postal Address: 20 – 26 Canterbury Rd Hurlstone Park NSW 2193 Website: www.chpsoh.com.au


1. KeyPoliciesandProceduresIt is important for you (the student) to be aware of CHP School of Hospitality’s key policies and procedures that relate to your studies and the award of your qualification upon successful completion of your course, or a statement of attainment for partial completion. This handbook summarises many of CHP School of Hospitality’s formal policies and procedures, relating to students and student management. You can access the full documents at www.chpsoh.com.au.

1.1StudentCodeofConduct All students are required to observe and comply with all CHP School of Hospitality’s policies, procedures, guidelines, directive, and quality initiatives at all times during their enrolment at CHP School of Hospitality. Student Rights All students enrolled with CHP School of Hospitality have the right to:

• Be treated fairly and with respect by all students and staff. • Not be harassed, victimized or discriminated against on any basis. • Learn in a supportive environment which is free from harassment, discrimination and

victimization. • Learn in a healthy and safe environment where the risks to personal health and safety are

managed and minimized. • Have their personal details and records kept private and secure according to our Privacy

Policy. • Access the information CHP School of Hospitality holds about them. • Have their complaints dealt with fairly, promptly, confidentially and without retribution. • Make appeals about procedural and assessment decisions. • Receive training, assessment and support services that meet their individual needs. • Be given clear and accurate information about their course, training and assessment

arrangements and their progress. • Access the support they need to effectively participate in their training program. • Provide feedback to CHP School of Hospitality on the client services, training, assessment

and support services they receive.


Student Obligations CHP School of Hospitality expects its students to:

• Inform themselves of CHP School of Hospitality’s rules and policies affecting them and comply with this Code of Conduct at all times.

• Treat all CHP School of Hospitality staff other students, and visitors to CHP School of Hospitality with courtesy, tolerance and respect.

• Ensure their contact details are up to date and that they regularly read all the communications and emails sent to their provided email and physical addresses.

• Treat other students and staff with respect so as not to compromise their health, safety, privacy and welfare.

• Abstain from bullying, harassing, and any other unlawful activity or Unacceptable Student Behaviour whilst on campus or when representing CHP School of Hospitality in an activity or an event, including the online environment.

• Not engage in behaviour that is perceived to be threatening or intimidating or causes any person to fear for their personal safety or well-being.

• Respect the rights of others to be treated equitably, free from all forms of unlawful discrimination and harassment, including sexual harassment.

• Adhere to course requirements and classroom norms established in class. • Ensure their actions or inactions as a student do not harm, or bring into disrepute, CHP

School of Hospitality’s reputation or good standing. • Notify CHP School of Hospitality if they are unable to attend a training session for any reason

prior to the commencement of the activity. • Refrain from smoking at training venues and on the premises of CHP School of Hospitality. • Make payments for their training within agreed time frames.

Unacceptable Student Behaviour: Unacceptable behaviour may include but is not limited to;

• Sexual harassment • Actions which are unsafe which place you or others at risk • Lack of personal hygiene • Inappropriate physical contact and/or physical violence • Bullying and intimidation of any other person • Being affected by drugs and/or alcohol • Disruption to the class or other students • Inappropriate isolation of a group member from group activities • Putting at risk the good reputation of any other person • Making racist or sexist comments to any other person • Demeaning another in any way • Constantly and inappropriately seeking attention


• Behaving in a disruptive manner such as swearing, yelling, using offensive language • Inappropriate invasion of another’s personal space • Other behaviour deemed by your trainer or other students as objectionable • Stealing • Disobeying any reasonable direction by a staff member • Viewing or distributing offensive material via the internet, e-mail or any other means • Use of mobile phones in the classroom environment.

If your behaviour is disruptive or unacceptable, disciplinary action may be taken against you. A

trainer/assessor can ask you to leave the classroom or refuse entry to a classroom if your behaviour is disruptive or dangerous. If your behaviour threatens the safety of others, interferes with the duties of staff or other students' study or damages or threatens college property, you may be suspended.

Integrity in Academic Works Students are expected to:

• Not engage in plagiarism or other academic misconduct • Actively participate in the learning process. • Attend scheduled course training activities and submit assessment tasks on time, unless

unforeseen or exceptional circumstances arise. • Behave ethically, avoiding any action or behaviour that would unfairly disadvantage or

advantage either themselves or another student. • Comply with the assessment conditions, trainer/assessor instructions, and ensure the proper

use of copyright material.• Not behave in a way that disrupts or interferes with any training or academic activity of CHP

School of Hospitality. CHP School of Hospitality’s Resources Students have a general responsibility to safeguard, properly use and care CHP School of Hospitality’s resources. Fraud or theft by a Student may result in dismissal or a legal action.

Students are expected to:

• Use and care for all CHP School of Hospitality resources, such as buildings, equipment, training bar / kitchen and information, in a lawful and ethical manner, mindful of the need for resources to be shared by all CHP School of Hospitality members.

• Not engage in behaviour that is detrimental to CHP School of Hospitality’s property, including CHP School of Hospitality training bar / kitchen sources, and course materials.

Students must use CHP School of Hospitality’s resources only for purposes related to their studies. CHP School of Hospitality’s facilities and resources are necessarily provided in an accessible manner on trust to staff and students.


CHP School of Hospitality’s Responsibilities CHP School of Hospitality has responsibilities to ensure that students:

• Study in an academic environment which fosters student participation in active and collaborative learning activities that contribute towards development to knowledge, skills and graduate attributes.

• Are considered for selection into courses or programs on the basis of criteria that are valid, explicit, fair and reliable.

• Enrol in courses and programs of study that are of high standard, satisfy relevant professional requirements, are up-to-date and based on training packages and industry expectations.

• Have access to appropriately qualified academic staff and academic and learning support services.

• Have access to materials, equipment and other resources to enable completion of academic courses.

• Receive timely, complete, clear and accurate information in relation to the content, conditions, cost and assessment tasks of courses.

• Receive timely and appropriate feedback on assessment tasks. • Receive timely and appropriate information in relation to administrative procedures that

apply to them. • Have an opportunity to provide feedback on the training, learning and assessment

environment. • Study and work in a safe, harmonious, tolerant and productive academic environment. • Are treated with courtesy, tolerance and respect as valued members of CHP School of

Hospitality. • Are treated fairly, impartially and consistently in all aspects of CHP School of Hospitality

policy, procedures and practice. • Are treated equitably, free from all forms of unlawful discrimination and harassment,

including sexual harassment.

Breach of the Code

If any students breaches the expected responsibilities as outlined above CHP School of Hospitality will be required to take disciplinary action to rectify and/or manage the behaviour. In all situations and circumstances, the student will be given due time and opportunity to respond to any concerns about their conduct or failure to meet the expectations set upon them. Students have the right to make an appeal of any decision made under CHP School of Hospitality Complaints and Appeals Policy and Procedures.


1.2StudentSelectionandEnrolment CHP School of Hospitality uses an objective, non-discriminatory, transparent and systematic process to select and enrol its students. Selection and enrolment processes are designed to ensure all relevant legislation and regulatory requirements are met, the prospective student is well informed and receives a high level of customer service and support throughout the entire enrolment process. Student Selection All applications to a training program will be given full and equitable consideration. If an applicant has a disability or additional need requirement they are provided with the same opportunities to enrol in vocational education and training as any other student. Where there are conditions of enrolment or pre-requisites applied to a training program, these shall be clearly stated to the prospective students at the point of enquiry. Applicants are aware that by submitting the application they are not guaranteed a position in their program/qualification of choice as entry can be dependent on program eligibility or pre-requisite requirements. Criteria are applied prior to the acceptance of a student by CHP School of Hospitality. These criteria include:

• Obtaining a Unique Student Identifier (USI) • Completing the required Application and/or Enrolment Form • Satisfying appropriate funding authority criterion (if applicable) • Meeting pre-requisite requirements and experiences where required • Agreement to abide by CHP School of Hospitality’s policies and procedures • Payment of required fees (if applicable)

Smart and Skilled Funded Training Programs All prospective students of Smart and Skilled Funded Training Programs are required to complete a Smart and Skilled Qualification Eligibility Form with supporting documentation and submit their application to CHP School of Hospitality administration staff. If you are interested in applying for Smart and Skilled Funded Training Programs, please request a Smart and Skilled Qualification Eligibility Form by emailing [email protected] or contact our administration team on (02) 9599 0025.


Fee-for-Service Training Programs All prospective students of Fee-for-Service Training Programs are required to complete an enrolment form and submit by email, post or in person to CHP School of Hospitality administration team. CHP School of Hospitality Student Enrolment Form can be downloaded from its website www.chpsoh.com.au under the Student Information section. USI Number Prospective students are required to obtain a USI number prior to enrolment and put this number on the enrolment form in the space provided. Students will not be able to attend any accredited training without a USI number. See more detailed information below at the USI section (Section 1.3) of this Student Handbook. Enrolment Throughout the enrolment process CHP School of Hospitality provides prospective students with different ways to access the relevant information required to make an informed decision about their course and to fully understand their rights and responsibilities.

Information is accessible via a variety of different ways including but not limited to CHP School of Hospitality’s website, student handbook, course induction sessions and by speaking to CHP School of Hospitality staff team members throughout the application and enrolment process. Students who have successfully enrolled in a training program will be notified of acceptance by email or mail from CHP School of Hospitality. Upcoming Training Courses Enquiry If we don’t currently have a scheduled course to suit you please let us know, and when there is sufficient demand we will endeavour to provide the training you need. You can also be placed on our email distribution list to receive advance notice of all upcoming training courses. Simply email us at [email protected] and request to be added to the distribution list.


1.3UniqueStudentIdentifier(USI) From 1 January 2015 if you are undertaking nationally recognised training delivered by a registered training organization you will need to have a Unique Student Identifier (USI). This includes studying at TAFE or with a private training organization, completing an apprenticeship or skill set, certificate or diploma course. A USI gives you access to your online USI account which is made up of ten numbers and letters. It will look something like this:

A USI account will contain all your nationally recognised training records and results from 1 January 2015 onwards. Your results from 2015 will be available in your USI account in 2016. When applying for a job or enrolling in further study, you will often need to provide your training records and results. One of the main benefits of the USI is that you will have easy access to your training records and results throughout your life.

You can access your USI account online from a computer, tablet or smart phone anywhere and anytime. Do you need a USI? You will need a USI when you enroll or re-enroll in training from 1 January 2015 if you are a: student enrolling in nationally recognized training for the first time, for example if you are studying at TAFE or with a private training organization, completing an apprenticeship or skill set, certificate or diploma course; school student completing nationally recognized training; or student continuing with nationally recognized training. You are a continuing student if you are a student who has already started your course in a previous year (and not yet completed it) and will continue studying after 1 January 2015. Once you create your USI you will need to give your USI to each training organization you study with so your training outcomes can be linked and you will be able to: • view and update your details in your USI account; • give your training organization permission to view and/or update your USI account; • give your training organization view access to your transcript; • control access to your transcript; and • view online and download your training records and results in the form of a transcript which will

help you with job applications and enrolment in further training.

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How to get a USI? It is free and easy for you to create your own USI online. While you may create your own USI, training organizations are also able to create a USI for you. Training organizations should do this as part of the enrolment process when you begin studying. Where this service is provided, training organizations will let you know. Steps to create your USI – go to www.usi.gov.au and follow the steps. The following steps show how you can create a USI: Step 1 Have at least one and preferably two forms of ID ready from the list below:

• Driver’s Licence • Medicare Card • Australian Passport • Visa (with Non-Australian Passport) for international students • Birth Certificate (Australian) • Certificate Of Registration By Descent • Citizenship Certificate • Immi Card

IMPORTANT: To make sure we keep all of your training records together, the USI will be linked to your name as it appears on the form of ID you used to create the USI. The personal details entered when you create a USI must match exactly with those on your form of ID.

If you do not have proof of ID from the list above, you can contact your training organization about the other forms of ID they can accept to help you get a USI.

Step 2 Have your personal contact details ready (e.g. email address, or mobile number, or address). Step 3 Visit the USI website at: usi.gov.au. Step 4 Select the ‘Create a USI’ link and follow the steps. Step 5 Agree to the Terms and Conditions. Step 6 Follow the instructions to create a USI – it should only take a few minutes. Upon completion,

the USI will be displayed on the screen. It will also be sent to your preferred method of contact.

Step 7 You should then write down the USI and keep it somewhere handy and safe.


Privacy Policies and Complaints Students can find further information on how the Registrar collects, uses and disclose the personal information about you in the Regsitrar’s Privacy Policy by contacting the Office of the Student Identifiers Regstrar on 13 38 73 or visiting the USI website: www.usi.gov.au. The registrar’s Privacy Policy contains information about how a student may access and seek correction of the personal information held about them and how they may make a complaint about a breach of privacy by the Registrar in connection with the USI and how such complaints will be dealt with. Students may also make a complaint to the Information Commissioner about an interference with privacy pursuant to the Privacy Act, which includes the following:

• Misuse or interference of or unauthorised collection, use, access, modification or disclosure of USIs; and

• A failure by CHP School of Hospitality destroy personal information collected by the student only for the purpose of applying for a USI on their behalf.

CHP School of Hospitality, its staff, and contracted staff are to adhere to the principles and practise of Equity in Education and Training. Students will be assessed on their eligibility for the service being provided. Selection will comply with equal opportunity legislation. 1.4BookingTermsandConditions Course booking terms and conditions are specified on CHP School of Hospitality website and our student handbook. All published course fees are inclusive of administration fees and all required materials. Other Possible Fees

*Reassessments

Rescheduling Fee

Recognition of Prior Learning

(Non-refundable)

Re-issue a qualification

or Statement of Attainment

FSS

(SOA + NSW Food Authority Certificate)

Exam: $50 Practical Activities: $100

Refer to Refund Policy below

$550 per unit

$25

$55

* Re-assessment: If you are assessed as not competent for a unit of competency, a free re-assessment will be offered. If you are assessed as not competent again, a re-assessments fee will be applied as above. If you are assessed as Not Yet Competent for the third time, you will be required to pay the full unit of competency fee to attend the full course again. Tuition, other fees and charges are subject to review and/or change at CHP School of Hospitality discretion. CHP School of Hospitality will advise the students of these changes prior to enrolment. For short courses, course fees must be fully paid prior to the course commencement.


Full Qualification Tuition Payment Plan (Fee-for-Service) CHP School of Hospitality allows a student to pay their tuition fee by instalments for full qualification course. CHP School of Hospitality complies with Clause 7.3 of the Australian Skills Quality Authority’s (ASQA) User’s Guide: Standards for Registered Training Organisations (RTOs) 2015 where CHP School of Hospitality will not require a prospective or current learner to prepay fees in excess of a total of $1500. Students will be given two (2) weeks’ notice of their next instalment due date. Failure to pay the instalment by the due date will result in a letter suspension being issued to the student.

Timeline Upon enrolment 3 months after enrolment 3 months after 1st instalment Payment Plan Deposit

$1,500 1st instalment

50% of the outstanding fee 2nd instalment

The rest of the outstanding fee If you have any difficulties with payments, please consult our officer by contacting our administration office. Smart and Skilled Programs CHP School of Hospitality Smart and Skilled traineeship and apprenticeship programs are under NSW government funding. To enrol a Smart and Skilled traineeship program with CHP School of Hospitality, the employer will need to pay a non-refundable enrolment fee of $1,000 upon enrolment. CHP School of Hospitality Smart and Skilled Partial Attributes Set programs (PAS Programs) are under NSW government funding. Eligible candidates will be able to enrol in the course under government funding without paying any tuition fee out of pocket. Payment Methods Accepted methods of payment are Cash, EFTPOS, debit card, major credit cards or cheque made payable to ‘CHP School of Hospitality’. Fees may be paid in person at Club Reception (Cash and Card) or over the phone by debit and credit card or online by debit and credit card. To secure your place the enrolment fee should be paid at least 2 weeks prior to course start date. Cancellations by CHP School of Hospitality In the unlikely event that CHP School of Hospitality cancels a course prior to the publicised start date or cancels a commenced course, a full refund will be made within 10 working days of that cancellation. Enrolees in cancelled courses will not be entitled to compensation over and above fees actually paid to date.


CHP School of Hospitality reserves the right to cancel workshop courses at any time if insufficient numbers are enrolled. 1.4.1FeeRefundPolicyandProcedure(Fee-for-Service) Full Qualification Course Refund Policy

• Student must arrive on time for the course to commence. Students who arrive 15 minutes after start time will not be accepted into the class.

• All students must bring ID for verification of identify. • All students must provide valid Unique Student Identity (USI) number. • Certificates cannot be issued until all related assessment activities have been satisfactorily

completed. • Certificates cannot be issued until all AVETMISS and USI information has been confirmed.

Cancellation:

• Cancellation 10 working days prior to course = full refund • Cancellation 5 working days prior to course = $50 cancellation fee • Cancellation less than 5 working days prior to course = no refund • No cancellation after course start date • No attendance = No refund • No other refunds will be granted

Note: CHP School of Hospitality reserves the right to withhold issue of qualifications if any fees are unpaid at the end of your course.

Timeline 10 working days Prior to Commencement

5 working days Prior to Commencement

Less than 5 working days Prior to Commencement

After Commencement

Refund Course fees

100% refund Paid course fee minus $50

cancellation fee

No refund No refund

Rescheduling:

• Rescheduling 10 working days prior to course = Free • Rescheduling 5 working days prior to course = $50 administration fee • Less than 5 working days prior to course = 50% of course fee • Less than 48 hours before the course = no transfer accepted

Timeline 10 working days

Prior to Commencement

5 working days Prior to Commencement

Less than 5 working days Prior to Commencement

Less than 48 hours prior to Commencement

Rescheduling Fee

Free $50 50% of course fee No transfer accepted


Single Day Course Refund Policy

• Student must arrive 30 minutes before the scheduled start time for registration and ID verification as per the course requirements.

• If students forget their ID, they will not be accepted into the course and they will need to rebook for the training.

• Certificates cannot be issued until all course paperwork requirements have been completed • Certificates cannot be issued until all AVETMISS and USI information has been confirmed. • All courses close for entry 10 minutes after the scheduled start time. • All courses must be completed within 3 months of the original booking date. • If you are sick on the course day, a valid medical certificate must be provided to apply for

rescheduling the course or a refund.

Cancellation: • More than 48 hours before the course start time = $25 cancellation fee • Less than 48 hours before the course start time = No refund • Cancellation after course commencement = No refund • No Attendance = No refund

Timeline More than 48 hours prior to

scheduled course start time Less than 48 hours prior to scheduled course start time

After Commencement

Refund Course fees

Paid course fee minus $25 cancellation fee

No refund No refund

Rescheduling:

• More than 48 hours before the course start time = $25 administration fee • Less than 48 hours before the course start time = 50% course fee • After course commencement = 50% course fee

Timeline More than 48 hours before

the course start time Less than 48 hours before the course start time

After course Commencement

Rescheduling Fee

$25 50% of course fee 50% of course fee


No refund will be made by CHP School of Hospitality:

• Withdraw after commencement: if a student withdraws from a course any time after the commencement date of the course; the balance of any fees still owing will be invoiced.

• False or misleading information: No refunds will be given to the applicants or students who provide false or misleading information in their enrolment, withdraw and refund application to CHP School of Hospitality

• Suspension and Cancellation: where a student has had their enrolment cancelled by CHP School of Hospitality and where the appeal process has not been sought by the student or the appeals process has been unsuccessful, no refund will apply and the remainder of the fees will be invoiced.

• Early completion: if a student completes the course early, the full tuition fees must be paid before a certificate can be issued. If a student extends their course, they will be required to pay additional fees before the commencement of the extended course.

• Fail to complete pre-course information: No refunds will be provided for students who are unable to attend their course due to not completing their pre-course information, including Unique Student Identifier number before the course commences.

Procedure for Claiming Refunds

• All refund claims must be submitted in writing via CHP School of Hospitality’s Refund Request Form.

• All refund applications must be made and signed in person by the student. Where it is not possible for a student to be present in person to claim a refund, the student must send a scanned copy of their signed forms to the RTO Administration officer by email. On receipts of email application, the RTO Administration Officer will verify student’s signatures on records and may also telephone the student to verify student’s identity. No refund will be made on email application until the time when student’s identity has been verified.

• All applications for the refund will be authorised by the RTO Manager. • In normal circumstances, CHP School of Hospitality will refund the amount within four (4)

weeks after receipt of the completed and signed Refund Request Form. • Payments will be made to students to their nominated bank accounts. • For any refund to be paid to any other person than the students, a written authorisation

from the student will be required.


1.4.2WithdrawingfromaTrainingProgram Before you withdraw from a course, we highly recommended that you speak with your trainer or make an appointment to see CHP School of Hospitality RTO Manager. Please also refer to the refund policy above. To withdraw from a unit or a course you will need to complete a Student Withdrawal form. Student Initiated Withdrawal A student may withdraw from training and assessment services during the time of their enrolment if they no longer wish to continue with the service. Written notification and a completed Withdrawal form must be received by the RTO. The withdrawal form is available on the Useful Forms section of this student handbook. No refunds are offered for withdrawal after the course commencement as per CHP School of Hospitality Refund Policy. Any outstanding fees will be pursued and may be moved to debt collection if no received in a timely manner. Students have a right to receive a Statement of Attainment for any units of competency successfully completed; however a full qualification can only be issued where all units have been successfully completed. Employer Initiated Withdrawal

If a student leaves the employment of a company that has paid for their enrolment has a right to withdraw studies. It is recommended that the student discuss continuation of their studies with the employer before their departure if they wish to continue. Written notification and a completed Withdrawal form (signed by a manager/HR coordinator) must be received by the RTO. No refunds are offered for withdrawal as per CHP School of Hospitality Refund Policy. Before you withdraw from a course, we highly recommended that you speak with your trainer or make an appointment to see CHP School of Hospitality RTO Manager. Please also refer to the refund policy above. RTO Initiated Withdrawal

If there is no student communication with the RTO or assessor despite three (3) attempts by any of the parties; or student breaches the expected responsibilities without rectifying and/or managing their misbehaviours will be considered withdrawn from the course. Written notification (email or letter) will be sent to the student advising them that their enrolment has been withdrawn. To continue studies the student would need to re-enrol. No refunds are offered for withdrawal as per the CHP School of Hospitality Refund Policy.


Changes to Enrolment If a student wishes to change from one qualification to another, the first enrolment must be officially withdrawn as per the above rules before a new enrolment can be made. Should a student believe that they have been unfairly withdrawn they will need to submit a Complaint Form or Appeal Form regarding the in accordance with the Complaints and Appeals Policies and Procedures. 1.5AccessandEquity Equal opportunity and access and equity requirements apply to CHP School of Hospitality staff and students who are enrolled in any education program offered by CHP School of Hospitality. Each student has the right to be treated fairly and to conduct their training in an environment that is free from harassment and/or discrimination. Access and Equity ensures fairness and can be achieved through practices that are free from bias or discrimination. It provides individuals with the opportunity to access, participate in, and, achieve outcomes of vocational education and training. CHP School of Hospitality will treat every student fairly and without discrimination.

CHP School of Hospitality staff will adhere to the principles and practices of equity in education and training. Training services are available to all students regardless of ethnicity, gender, age, marital status, and sexual orientation, physical or intellectual impairment.

Students will not be denied access to services offered by the RTO where they are deemed eligible for the service. Students will be individually assessed on their eligibility for the service being provided and selection will comply with relevant equal opportunity legislation and the selection criteria for the service. Whilst practising an open access policy, it is recognised that student eligibility for services may be influenced by:

• Government funding/contract requirements • Course pre-requisites, and • Availability of services. • Where limited places are available, client selection is on a first in, first served basis.

Sexual harassment is illegal, and will not be permitted and tolerated in the workplace, or in the training environment.


CHP School of Hospitality puts its commitment to access and equity into practice by:

• identifying and removing any barriers to access and participation; • ensuring all prospective and current students are informed that CHP School of Hospitality

will accommodate their learning needs; • implementing reasonable adjustments as necessary to ensure delivery and assessment of all

programs meet individual student needs; • Where possible, implementing a range of support services or appropriate referrals will be

provided to participants with special needs; • ensuring all practices are free from discrimination; • ensuring Complaint and Appeal procedures are in place to ensure that any concerns are

dealt with immediately and appropriately. (Refer to the Complaints and Appeals Policy & Procedure)

• where possible delivering education, training and assessment programs and services that are relevant, accessible, fair and inclusive; and

• All students are provided with information about access and equity issues and CHP School of Hospitality’s complaint resolution process. Access and equity principles are communicated to students using CHP School of Hospitality Student Handbook, which can be downloaded from CHP School of Hospitality website www.chpsoh.com.au.

All CHP School of Hospitality students and staff have the right to object to discrimination and harassment in any form, and to complain when such discrimination takes place. For full information on the complaint or appeal process please refer to the CHP School of Hospitality Complaints and Appeals Policy and procedure available at www.chpsoh.com.au. 1.6TrainingGuarantee Our training delivery meets national standards and requirements for registration as a training organisation. Accredited training is delivered against competency standards and course outlines set by the relevant training packages. Further information regarding the training packages can be obtained from www.training.gov.au. We guarantee that our training and assessment meet the requirements of the qualification as defined in the Training Package. We can provide support for students in their academic endeavours to assist their goal of gaining qualifications. We cannot guarantee students will complete if they do not attend or complete assessments showing their competence to the qualification as required. Once CHP School of Hospitality commences a course, we guarantee to complete the course delivery and assessment. In the unlikely event that the RTO cannot do this, we have in place a process to protect students in completing the course. In the unlikely event that the CHP School of Hospitality defaults in the delivery of the course, students will be placed in a suitable alternative course. If the student cannot be placed in another course, a full refund will be made within 10 working days of that cancellation.


Students in cancelled courses will not be entitled to compensation over and above fees actually paid to date. CHPSOH will ensure that students are advised as soon as practical of any changes to agreed services including in relation to a change in ownership or any new third party arrangements. 1.7ComplaintandAppealsPoliciesandProcedures All current and prospective students of CHP School of Hospitality are given access to free, effective and fair complaints resolution and appeals processes.

Complaint: any type of problem or concern about academic or non-academic matters that you raise with CHP School of Hospitality, and requires staff to work with you towards a resolution. It could be to do with your studies, CHP School of Hospitality environment or the behaviour of a student or staff member. Appeal: A request to review an adverse decision or an unfavourable outcome that may have arisen from any administrative, academic or disciplinary processes. An Appeal may be an Internal Appeal or an External Appeal.

1.7.1ComplaintPolicyandProcedure A complaint can be lodged in writing by letter or by email or in person. A student can lodge their complaint with any member of staff but should preferably lodge their initial complaint with the RTO Administration Officer. The student must lodge their complaint with only one member of staff at CHP School of Hospitality. If the complaint needs to be escalated, the staff member will follow the complaint policy. A written record of the complaint will be kept on the student file. The student will have the opportunity to formally present their case at no cost. The student may be accompanied and assisted by a support person to present their case at any relevant meeting, if required. CHP School of Hospitality will investigate and respond to all complaints lodged by a student in a fair, transparent and professional manner. The process will commence within 10 working days of the formal lodgement of the complaint and supporting information and all reasonable measures will be taken to finalise the process in the shortest possible time. If the nature of the complaint requires immediate action, that staff member receiving the complaint will forward the matter directly to the RTO Manager. CHP School of Hospitality treats all complaints in confidence and will seek the permission of the student before discussing the complaint with any party mentioned or named in the complaint. The student will be given a written statement of the outcome, including details of the reasons for the outcome.

CHP School of Hospitality staff authorised by the Chief Executive Officer (CEO) can respond to a complaint.


If the process results in a decision that supports the student, CHP School of Hospitality will

immediately implement the decision or preventive actions required and advise the Student of the outcome. Students who are not satisfied with the outcome of their complaint may appeal the decision according to CHP School of Hospitality’s Internal Appeal Process or choose to lodge an External Appeal with an appropriate agency if they wish to do so. If the student chooses to access CHP School of Hospitality’s internal complaint and appeals processes, their enrolment will be maintained while the process is ongoing. If any internal or external complaint or appeal process results in a decision or recommendation in favour of the students, CHP School of Hospitality shall immediately implement such decision or recommendation, and undertake a quality review process to correct/improve the processes and prevent future occurrences. All the outcomes of a complaint or an appeal process will be notified to students within seven (7) working days, and copies of correspondences kept on student file for record. CHP School of Hospitality shall maintain a Complaints and Appeals Register to record all instances of complaints and appeals and use this data for quality and continuous improvement purpose. Academic Review

All students have the right to request an academic review. Where a student is dissatisfied with the outcome/result of assessment of an assignment and/or an examination, the student should discuss this informally in the first instance with their Trainer/Assessor.

If the issue cannot be resolved informally, a student may submit a request for a formal academic review in writing to the RTO Manager within twenty (20) working days of receiving the reviewed academic result. The request must outline why the student has requested a formal review of the result. The RTO Manager will seek to resolve a formal academic review through the appointment of an independent and impartial educator to investigate and make a recommendation. The RTO Manager will make the final decision on all formal academic reviews.

All parties involved in any formal academic reviews will be advised in writing of the outcome and the reasons for the decision within twenty (20) working days from the date the review was lodged. If a student’s formal academic review is successful, the academic result will be amended. Where a formal academic review is not upheld by the RTO Manager, the student will be advised in writing of the option to access the appeals procedure.


Student Complaint Procedure Flow Chart

Training

Assessment Re-assessment Academic

Concerns

Talk to

Trainer/ Assessor

End

Resolved

Yes

No

Complete Complaints Form

RTO Manager

Resolved

No

ExternalComplaintOptions

Non- Academic

Harassment Discrimination

Unprofessional Conduct

Talk to

Admin Officer

Resolved

CHPSOH:TorecordintheComplaintandAppealRegister

Yes End


1.7.2AppealsPolicyandProcedure CHP School of Hospitality is committed to providing fair, safe and productive study environment to all it students. Consideration of appeals will be dealt with fairly, consistently, promptly, with sensitivity to all parties and in accordance with CHP School of Hospitality’s policies and quality principles.

CHP School of Hospitality will appoint an Appeals Committee comprising of at least three of the following senior staff members;

• CEO • RTO Manager • Compliance Manager • RTO Administration Officer • Human Resource Manager

All the appeals will be heard by The Committee on a designated date. Minutes of the meeting will be taken and filed.

Student enrolment will be maintained while the appeals process is ongoing.

Students will be advised of their right to access an external appeal process with appropriate agencies if they are not satisfied with CHP School of Hospitality’s internal Complaint and Appeals processes of conduct of such processes.

If any internal or external appeal results in a decision or recommendation in favour of the student, CHP School of Hospitality shall immediately implement such decision or recommendation, and undertake a quality review process to correct/improve the processes and prevent future occurrences.

All the outcomes of an appeal process will be notified to students within seven (7) working days, and copies of correspondences kept on student file for record.


Student Appeal Procedure Flow Chart

AppealContext

MeetRTOManager

Discuss(Informal)andConsiderOptions

Resolved

No

LodgeaFormalAppeal

AppealsCommitteeConvenes

CaseisreviewedANDFinaldecisionismade

Resolved

No

ExternalComplaintOptions

YES End

YES End

StudentAppealsForm

TorecordintheComplaintsandAppealsRegister

RefertoAppealsCommittee


1.7.3ExternalComplaintsandAppeals There is an external complaint/appeal process available to students if they have exhausted CHP School of Hospitality’s internal complaint and appeal procedures and still feel unsatisfied. CHP School of Hospitality agrees to be bound by the independent mediator’s recommendations and the CEO, or their nominee, will ensure that any recommendations made are implemented within 30 days of receipt of the mediator’s report. Each complaint, grievance, appeal and its outcome will be recorded in writing and each party to the complaint is given a written statement of the complaint/appeal outcomes, including reasons for the decision. Students may also seek legal redress through the usual court processes if they feel unsatisfied. They may also approach other agencies relevant to their specific situation;

• The Privacy Commissioner • The Equal Opportunity and Human Rights Commissions • Department of Education and Training

Students may choose to contact the Australian Skills Quality Authority Australian Skills Quality Authority (ASQA) Post: GPO Box 9928, Melbourne, VIC 3001 Phone: 1300 701 801 Email: [email protected] Website: www.asqa.gov.au


1.8Privacy CHP School of Hospitality is committed to protecting students’ privacy and personal information.

Privacy Principle

• Personal information is collected from individuals in order that CHP School of Hospitality can carry out its business functions. CHP School of Hospitality only collects and stores information that is directly related to its business purposes and legal requirements of providing nationally recognised training and assessment.

• In collecting personal information, CHP School of Hospitality complies with the requirements set out in the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth) which updates the Privacy Act 1988 (Cth) and ensures compliance with the Australian Privacy Principles (APPs) set out in the Privacy Act and regulations of the state in which CHP School of Hospitality operates.

• This means CHP School of Hospitality ensures each individual: - Knows why their information is being collected, how it will be used and who it will be

disclosed to and provided: o the mandatory Privacy Statement and Student Declaration as required under the

Data Provision Requirements 2012 o relevant State Government VET Student Enrolment Privacy Notice (NSW Smart

and Skilled) o USI Privacy Notice o NCVER specific to the collection of statistical data gathered from student surveys

- Is able to access their personal information upon request. - Does not receive unwanted direct marketing. - Can ask for personal information that is incorrect to be corrected. - Can make a complaint about CHP School of Hospitality if they consider that their

personal information has been mishandled.

Collection of Information

• In general, personal information will be collected through course application, Pre- training review, enrolment forms, and training and assessment records.

• The types of personal information collected include: - personal and contact details - proof of identification - employment information, where relevant - Language Literacy and Numeracy proficiency for students, including the name of the

test and the score received - background information collected for statistical purposes about prior education,

schooling, place of birth, disabilities and so on - training, participation and assessment information - fees and payment information, where relevant - information required for the issuance of a USI


Unique Student Identifier (USI)

• All students participating in nationally recognised training from 1 January 2015, are required to have a Unique Student Identifier (USI) and provide it to the RTO upon enrolment. Alternatively, the RTO can apply for a USI on behalf of an individual.

• The Student Identifiers Act 2014 authorises the Australian Government’s Student Identifiers Registrar to collect information about USI applicants. When the RTO applies for a USI on behalf of a student who has authorised us to do so, we need to collect personal information about the student which will be passed on to the Student Identifiers Registrar. This will include:

- name, including first or given name(s), middle name(s) and surname or family name - date of birth - city or town of birth - country of birth - gender - contact details, so the Student Identifiers Registrar can provide individuals with their

USI and explain how to activate their USI account. • In order to create a USI on behalf of a student, CHP School of Hospitality will be required to

verify the identity of the individual by receiving a copy of an accepted identification document. This document will only be used for the purposes of generating the USI and confirming the identity of the individual with the Registrar. Once the USI has been generated and validated, the identity documents used or collected for this purpose will be securely destroyed.

• The information provided by an individual in connection with their application for a USI: - is collected by the Registrar as authorised by the Student Identifiers Act 2014 - is collected by the Registrar for the purposes of:

o applying for, verifying and giving a USI o resolving problems with a USI o creating authenticated vocational education and training (VET) transcripts

- may be disclosed to: o Commonwealth and State/Territory government departments and agencies

and statutory bodies performing functions relating to VET for: § the purposes of administering and auditing VET, VET providers and

VET programs § education related policy and research purposes § to assist in determining eligibility for training subsidies

o VET Regulators to enable them to perform their VET regulatory functions - o VET Admission Bodies for the purposes of administering VET and VET

programs o current and former Registered Training Organisations to enable them to

deliver VET courses to the individual, meet their reporting obligations under the VET standards and government contracts and assist in determining eligibility for training subsidies

o schools for the purposes of delivering VET courses to the individual and reporting on these courses


o the National Centre for Vocational Education Research for the purpose of creating authenticated VET transcripts, resolving problems with USIs and for the collection, preparation and auditing of national VET statistics

o researchers for education and training related research purposes o any other person or agency that may be authorised or required by law to

access the information o any entity contractually engaged by the Student Identifiers Registrar to

assist in the performance of his or her functions in the administration of the USI system

o will not otherwise be disclosed without the student’s consent unless authorised or required by or under law

- The consequences to the student of not providing the Registrar with some or all of their personal information are that the Registrar will not be able to issue the student with a USI, and therefore CHP School of Hospitality will be unable to issue a qualification or statement of attainment.

Storage and Use of Information

• CHP School of Hospitality will store all records containing personal information securely and take all reasonable security measures to protect the information collected from unauthorised access, misuse or disclosure. Personal information will be stored in paper-based files that are kept in a secure location (locked filing cabinets/locked compactor) and electronically in a secure environment to which only authorised staff have access.

• The personal information held about individuals will only be used to enable efficient student administration, provide information about training opportunities, issue statements of attainment and qualifications to eligible students, and to maintain accurate and detailed records of student course participation, progress and outcomes.

• CHP School of Hospitality may use the personal information provided by an individual to market other internal products and services to them. An individual may opt out of being contacted for marketing purposes at any time by contacting our office. Information will not be passed onto any third party marketing companies without the prior written consent of the individual.

Disclosure of Information

• The personal information about students enrolled in a Course with CHP School of Hospitality may be shared with the Australian Government and designated authorities, such as ASQA (the RTO’s registering body) and its auditors, the USI Registrar (as per above), DET and the National Centre for Vocational Education Research (NCVER). This includes personal details, contact details, course enrolment information, unit outcomes, AQF certification and statement issuance and information about training participation and progress.

• CHP School of Hospitality will not disclose an individual’s personal information to another person or organisation unless:

o They are aware that information of that kind is usually passed to that person or organisation.

o The individual has given written consent.


o The RTO believes on reasonable grounds that the disclosure is necessary to prevent or lessen a serious threat to the life or health of the individual concerned or another person.

o The disclosure is required or authorised by, or under, law. o The disclosure is reasonably necessary for the enforcement of the criminal law or of

a law imposing a pecuniary penalty, or for the protection of public revenue. • Any person or organisation to which information is disclosed is not permitted to use or

disclose the information for a purpose other than for which the information was supplied to them.

Access to and Correction of Information

• Individuals have the right to access or obtain a copy of the information that the RTO holds about them including personal details, contact details and information relating to course participation, progress and AQF certification and statements of attainment issued.

• Requests to access or obtain a copy of the records held about an individual must be made by contacting our office using the Request to Access Records Form. The individual must prove their identity to be able to access their records.

• There is no charge for an individual to access the records that the RTO holds about them; however, there may be a charge for any copies made. Arrangements will be made within 10 days for the individual to access their records.

Complaints about Privacy

Any individual wishing to make a complaint or appeal about the way information has been handled within CHP School of Hospitality can do so by following CHP School of Hospitality’s Complaints and Appeals Policy and Procedure.


2. TrainingandAssessment 2.1LearningEnvironment

CHP School of Hospitality has policies, procedures and information to help create a working and learning environment that is safe and healthy, culturally diverse, friendly and non-discriminatory.

We encourage you to visit the student Information section of our website to view all relevant policies and procedures.

You can access these documents by going to www.chpsoh.com.au selecting the ‘Student Information’ tab, then ‘Student Handbook’ and / or all listed policies and procedures.

2.2TrainingPrograms

CHP School of Hospitality offers one day short courses, partial qualification training programs, full-length qualification and traineeship and apprenticeship training programs in different areas including Leadership and Management, Director Training, Hospitality and Commercial Cookery. CHP School of Hospitality training programs are offered in various modes of delivery including classroom, workplace (traineeship and apprenticeship) and blended mode. CHP School of Hospitality also offers customised training and recognition services for the registered clubs industry. All Nationally Recognised Qualifications that we are approved to deliver are located at https://training.gov.au/Organisation/Details/6871. We encourage you to visit the student Information section of our website to view all relevant course information.

You can access these documents by going to www.chpsoh.com.au selecting the ‘Student Information’ tab, then ‘Course Handbook’.

2.3TheTrainers/Assessors

CHP School of Hospitality staff are an integral part of our student’s journey towards growth. From the time you apply to the time that you graduate, you will be assisted by staff who provide you with a quality service.

All our Trainer/Assessors are highly qualified, dynamic and experienced industry professionals who consistently model best practice and who are committed to optimising your ability to meet course requirements. All Trainer/Assessors are required to provide CHP School of Hospitality with recent evidence of industry currency, competency and professional development.


2.4LearningResources

Students will be supplied learning resources on commencement of their training. These resources will be extremely useful for students in the understanding of course content and completion of assessment tasks.

CHP School of Hospitality learning resources will either be provided in hard (paper) copy or accessible in a soft copy (an USB may be provided). 2.5ClassroomConduct

A mature attitude in respect to classroom conduct is expected of all students. Students are expected to be punctual for lessons. Students are expected to comply with all CHP School of Hospitality’s policies, procedures, guidelines, directive, and quality initiatives at all times during their enrolment at CHP School of Hospitality. Students will be asked leave if they disrupt, bully, harass or interrupt other students learning. If you bring food and drink, you will need to ensure they are inside of a bag. You are not allowed to consume the food and drink you brought during the course of training. You can only consume the food and drink you brought in the allocated break times on the premises. Mobile telephones must be switched off during class. You may receive or make a telephone call only during a break. 2.6Language,LiteracyandNumeracy(LLN)

CHP School of Hospitality recognises that students come with a vast range of skills, experiences, motivations and capacity to deal with the challenges required when commencing training. With this view, CHP School of Hospitality will ensure that students are supported through completion of their training in all aspects of Language, Literacy, and Numeracy. CHP School of Hospitality will not discriminate against students who are identified to need LLN assistance. LLN needs may be identified through student’s self-assessment (pre-enrolment), during student induction, and/or trainer/assessors’ recommendations. CHP School of Hospitality will endeavour to establish students LLN information prior to course commencement. However, should a student’s LLN needs are not identified until the course has commenced, CHP School of Hospitality will analyse these needs and provide a strategy for assistance. These needs will be addressed through learning and assessment activities over the duration of the program. In certain circumstances where specific levels or degree of LLN requirements or pre-requisites are essential for a courses or qualification, or for maintaining a safe work environment, CHP School of


Hospitality may not commence enrolment until the required LLN skills are achieved. Where possible, CHP School of Hospitality may refer students to appropriate levels of English language programs with external providers depending on the specific needs/requirements of the student. In developing training and learning materials, CHP School of Hospitality will ensure that respective LLN requirements of specific units of competency or training packages are integrated into learning and assessment materials. Accordingly, CHP School of Hospitality will embed LLN principles within its delivery and learning and assessment tasks based on the specific Employability Skills and training package requirements. CHP School of Hospitality will ensure that the training staff members have the required knowledge and skills to manage with LLN issues as they arise, and engage in professional development activities within LLN domain. CHP School of Hospitality will ensure that the training staff members implement appropriate strategies to assist the students who need LLN assistance with their learning and maintain fairness, confidentiality, and equality in dealing with them. CHP School of Hospitality will use a range of LLN assessment tools to determine the required LLN assistance prior to and after enrolment. 2.7RecognitionofPriorLearning(RPL)andCreditTransfer(CT)

What is Recognition? Recognition is a way that you can have your knowledge and skills assessed against a Nationally Recognised Qualification or specific Units of Competency. During your life, you may have:

• Gained extensive experiences, knowledge and skills from previous job roles. • Undertaken community and volunteer work. • Completed a formal or informal training (in the workplace, at Registered Training

Organisation or University). CHP School of Hospitality provides the opportunity for all students to apply to have prior learning and experience recognised toward a qualification or units of competency for which they are enrolled. Recognition generally takes two forms: Recognition of Prior Learning (RPL) and Credit Transfer (CT).


RPL – Recognition of Prior Learning RPL is a type of assessment that recognises a person’s skills and knowledge because of previous work and/or life experience. RPL assesses this unrecognised learning against the requirements of a unit of competency and removes the need for duplication of learning. A participate is required to provide evidence to demonstrate their knowledge and skills in a unit of competency. This process is assessed in the same manner as any other assessment and is mapped to the standard under the same guidelines according to the relevant training package.

Credit Transfer Credit transfer is the recognition of learning achieved through formal education and training. This means that if you have successfully completed a nationally recognised unit of competence at another Registered Training Organisation that is relevant to your studies and which is equivalent, you do not have to complete training and assessment for that unit again.

An application for credit transfer must include copies of certificates/transcripts which outline the units in which credit transfer is being sought. CHP School of Hospitality will only provide transfer on equivalent units that have been verified with the issuing Registered Training Organisation or the USI Transcript Service.

How to apply for Credit Transfer or Recognition of Prior Learning If you enrol in a fee-for service training products with CHP School of Hospitality, you are encouraged to apply for Credit Transfer or RPL at any time; however, it is best to apply before commencing a training program as this will reduce unnecessary training and possibly affect your student fee. If you enrol in the Smart and Skilled training programs, you must apply for Credit Transfer before commencing the training program as this will affect the government subsidy under Smart and Skilled programs. Credit Transfer Any documents you provide us to assess your competency must be either the originals or valid copies of the originals. We will make copies of your documents and return the originals to you. We will also ask you to complete an application for credit transfer. The form is accessible at the ‘Useful Form’ section of this Student Handbook.

There is NO application fee for Credit Transfer.


RPL To receive Recognition of Prior learning we must be able to ensure that:

• You have met the requirements of each Unit of Competency contained within the qualification

• You have met any regulatory requirements • The evidence you provide is your own work and can be verified or authenticated. • You can demonstrate recent competency, reliably and consistently and to a standard

required by the industry • That the evidence provided is sufficient to make a judgement.

Before you apply, ask yourself these questions……

ü Is my knowledge and experience recent and up to date? ü Have I applied the knowledge and the skills enough to be confident? ü Can I describe how to perform a particular task? ü Could I explain key information to someone else? ü Can I demonstrate key skills to someone else?

If you answered YES to all these questions you should speak to one of our friendly staff to discuss completing your study via our recognition pathway. What is the process?

1. Identifying your current level of competency and gaining status of previous studies 2. Undertaking a learning and assessment plan tailored to meet your needs so that you can

provide quality evidence that you can demonstrate your skills and knowledge against current industry / competency standards

3. Start to gather evidence. Your progress will be monitored by your trainer and regular feedback and support provided. Evidence submitted to trainer and assessor.

4. Depending on the evidence submitted an assessor interview will be conducted either by phone or in person.

5. Following the assessment, your assessor will provide details of skills and knowledge that have been recognised and whether you have gained the full qualification.

6. Your results will be recorded and you will be advised within 5 days following your final assessment.

How to apply RPL? Speak to one of our friendly staff to discuss the process of applying for recognition on (02) 9559 0025. Cost of RPL RPL fee will be applied as per CHP School of Hospitality Booking Terms and Conditions.


2.8Assessments

Assessment will be flexible and centred on a range of performance criteria including: written documentation (answers to questions/reports etc.), simulated work experiences and observations. Assessments are used to give you feedback on your progress and it measures your skills and knowledge against the qualification requirements. The training you will be undertaking is competency based. All CHP School of Hospitality’s trainers/assessors are bound by a code of practice to ensure assessments are valid, reliable, flexible and fair. It is the trainer/assessor’s responsibility to ensure that all students receive the full scope of information, knowledge and tests required to complete their course successfully. The following types of assessment methods may be used:

• Role plays • Presentations • Written questions and answers • Multiples choice • Assignments and/or • Oral questioning

2.8.1PreparingforAssessment To maximise your performance in assessments you should:

• Be prepared for the assessment • Ask your trainer/assessor to clarify any questions or tasks of which you are unsure • Advise you trainer/assessor immediately if there is any factor which will affect your

performance in the assessment or if you have any special need; • Read the instructions on the assessment task and complete all the identification details; • Type or write legibly; and clearly.

2.8.2CopiesofAssessments For record keeping requirements, all work that is submitted will be kept with CHP School of Hospitality for compliance and audit purposes. We will not be responsible for any submissions which have been lost, stolen or destroyed. It is recommended that you keep duplicate copies of your work for your own reference or should they be lost in the mail.


2.8.3FailuretoattemptanAssessment As there are several different assessment tasks for each subject, students who do not attempt an assessment task without a valid reason will risk a withdrawal result for the unit being assessed. This means that failure to complete an assessment task could jeopardise your ability to complete your qualification.

However, CHP School of Hospitality understands that there may be valid reasons why a student may not attempt an assessment task. Students may apply for an alternative assessment or special consideration if, because of illness or other circumstances (not work-related) beyond their control, they;

• Miss a formal assessment • Attend an assessment but are forced to leave before the allocated time has expired • Finish an assessment, but believe that their performance was affected • Have difficulty in completing an assessment task.

To be considered, the students must:

Inform CHP School of Hospitality as soon as is practicable and no later than two working days after the assessment; or

Inform their Trainer/Assessor at the time, if they attempted any part of the assessment; and

Provide external independent evidence of the illness or misadventure in the form of a doctor’s certificate from a registered medical practitioner or a Police Report or any other documentation that will support their application.

2.8.4Marking There are two ways you could be marked depending on the qualification you are being assessed for: Competency (C) or Not Yet Competency (NYC). You receive a Competent (C) grade only for the unit that you have successfully completed.

2.8.5AppealProcess An appeal procedure is available to students who believe the assessment process, or any assessment event was inappropriately or ineffectively carried out and therefore resulted in an inappropriate assessment or decision being made.

For more information, please refer to Appeals Policy and Procedures (P24 of this Student Handbook).


2.8.6Re-SchedulinganExam Reassessments will need to be booked with CHP School of Hospitality administration team and will normally attract a fee. Re-assessment fees must be paid prior to the event and receipts must be presented to the trainer/assessor conducting the reassessment for a student to be admitted.

If a student does not participate in a particular assessment due to a valid reason, they may request an alternative assessment date. If the rescheduling cannot be conducted during normal class time, a rescheduling fee may apply.

Examples of valid reasons include: medical problems, emergency situations or illness evidenced by a medical certificate that must state that the student was unable to attend class. CHP School of Hospitality reserves the right to request evidence prior to re-scheduling the assessment date. The request must be presented to the trainer in writing one week prior to the requested re-schedule date.

If you are assessed as not competent for a unit of competency for the first attempt, a free re-assessment will be offered. If you are assessed as not competent again, a re-assessments fee will be applied. If you are assessment as not competent for the third time, you will be required to pay the rescheduling fee of a 50% of the full unit of competency fee to attend the full course again. 2.8.7AccessandEquityinAssessments

• All reasonable steps will be taken to ensure you will be given a fair opportunity to undertake the assessment;

• If there are any aspects of the assessment that are unclear and you are not certain about you should speak to the trainer/assessor; and

• Should you require a reasonable adjustment of the assessment due to a physical impairment you should discuss this with the trainer/assessor immediately.

Reasonable adjustments may include:

• Modifying educational premises. For example, ensuring that classes are in rooms accessible to the person with disability.

• Modifying or providing equipment. For example, lowering benches and enlarging computer screens.

• Changing assessment procedures. For example, allowing for alternative examination methods such as oral exam, or allowing additional time for someone else to write an exam for a person with a disability.

• Changing course delivery. For example, providing study notes or research materials in different formats or providing as sign language interpreter for a deaf person.

2.8.8AssessmentFeedbackAll assessment tasks undertaken will be assessed and you will be given feedback on your outcomes from these assessments. This feedback will be a constructive discussion and if you are found to be ‘Not Yet Competent’ your assessor will explain to you why, and what you need to do to gain competency. If you do not agree with the decision, you have 10 working days from the date of the assessment has been made to appeal.


2.8.9PlagiarismCHP School of Hospitality has an expectation that all students produce their own independent work and acknowledge the ideas and material of any authors work. Plagiarism occurs when a student submits an assessment which includes the words or ideas of another person without reference to the original author. Cheating in an exam includes any action or attempted action where the learner seeks to gain an unfair or dishonest advantage academically. Plagiarism is not accepted and where plagiarism is detected, CHP School of Hospitality will assess the evidence as ‘Not Yet Competent’. If the practice continues, CHP School of Hospitality will take suitable action to cancel to training. 2.8.10AssessmentRecordAll assessment results are stored both in a hard copy and electronically for 6 months after course completion. A copy of the qualification and the transcript issued is kept electronically for 30 years.

2.9QualityControlAssessment means the process of collecting evidence and making judgements on whether competency has been achieved, to confirm that an individual can perform to the standard required in the workplace, as specified in a training package or VET accredited course.

Validation is the quality review of the assessment process. Validation involves checking that the assessment tool/s produce/s valid, reliable, sufficient, current and authentic evidence to enable reasonable judgements to be made as to whether the requirements of the training package or VET accredited courses are met. It includes reviewing a random sample of student’s assessments and making recommendations for future improvements to the assessment tool, process and/or outcomes and acting upon such recommendations.

CHP School of Hospitality is required to validate the assessor’s decision of a student’s assessment task. This may mean that from time to time, your assessment/s may be reviewed as part of this quality control process. The validation selection process includes assessments that have already been deemed competent by the trainer/assessor. Students need to be aware that where units have been deemed competent previously and their assessments have been chosen for validation there may be an obligation for them to undertake rework or additional work to meet the requirements of the training package.


2.10QualificationsandStatementsofAttainmentCHP School of Hospitality will within 30 calendar days of a student’s course completion, issue and provide a AQF qualification or a statement of attainment to the individual student or their nominated representative who:

• Has finished the whole qualification and/or at least one unit of competency; • Does not have any outstanding fees; • Provided CHP School of Hospitality the USI to verify

If the student has an outstanding financial account, CHP School of Hospitality will not issue a qualification or statement of attainment to you unless the outstanding amount is paid. If a student does not make a full payment within next 20 working days from the notification date, CHP School of Hospitality will terminate your enrolment without issuing a qualification or statement of attainment. 2.11TrainingFeedbackAs CHP School of Hospitality has the prime responsibility for monitoring the training, undertaking the assessment and issuing the qualification it is extremely useful to receive feedback. An evaluation feedback form may be forwarded to you at the end of your training. 2.12ChangestoQualificationsyouareStudyingFrom time to time, qualifications and units of competency (units) are changed due to emerging industry requirements. When qualifications or units are upgraded, the ‘old’ qualification/unit is called ‘superseded’. If you want to enrol in a qualification that is superseded and is in its transition period we will provide you with all the information you need to make an informed decision as to if this is the right qualification for you.

If your qualification or some of your units of competency become superseded during the time you are studying, CHP School of Hospitality will offer and encourage you to transfer to the new qualification/unit (once the new qualification/unit is on the CHP School of Hospitality scope of registration). This process is called ‘transitioning.’


3. StudentServices 3.1GettingAdvice

CHP School of Hospitality aims to ensure that all students are provided with the support needed to successfully complete their qualification / Courses. If you require help or just need to ask a question, we would encourage you to talk with your trainer or Administration team as soon as possible.

You can always contact CHP School of Hospitality Administration team on (02) 9559 0025 or email [email protected].

3.2SupportServices

CHP School of Hospitality is committed to providing appropriate support services to students to enable and provide them an environment, in which each student feels safe and supported. CHP School of Hospitality shall ensure that appropriate student support services are available to assist students in completing their studies and reaching their academic goals.

3.2.1EducationalandSupportServices It is important to CHP School of Hospitality that you have the support that you need to complete your training courses. The services provided by CHP School of Hospitality to students in order to assist and support the successful achievement of learning outcomes. Services may include (but are not limited to):

• Pre-enrolment materials • Referrals to Language, Literacy and Numeracy (LLN) programs • Equipment and resources to increase access for leaners with disabilities • Flexible scheduling and delivery of training and assessment • Learning materials in alternative formats, for example, in large print • Learning and assessment programs contextualised to workplace • Any other services that CHP School of Hospitality considers necessary to support learners to

achieve competency


3.2.2StudentSupportandSafety CHP School of Hospitality is committed to providing and maintaining an environment that is without risks to the health, safety and security of CHP School of Hospitality employees and students. CHP School of Hospitality will achieve this by:

• Developing and implementing a Health and Safety Policy • Developing and implementing policies on procedure to prevent and deal with any form of

discrimination, harassment, or vilification of CHP School of Hospitality’s employees and students

• Upholding the Student Code of conduct • Appointing RTO Support Officers to address academic support and related services • Providing referrals to external counselling services to students to deal with issues that are

not within CHP School of Hospitality’s expertise, scope, or authority • Monitoring student course progress and providing academic and administrative support to

all the students within CHPSOH’s policy framework to enable them to achieve their academic objectives

3.2.3StudentHandbook CHP School of Hospitality Student Handbook is available on CHPSOH’s website www.chpsoh.com.au. All current and prospective students will be provided with a pre-course information email with a hyperlink of CHPSOH’s Student Handbook to ensure each student get access to the Student Handbook prior to course enrolment.

3.2.4RTOSupportOfficers

CHP School of Hospitality’s full time RTO Support Officers will provide student support services including (but not limited to) disabilities and equity issues, financial matters, attendance issues and medical issues. RTO Support Officers will also coordinate learning and academic support services in consultation with the RTO Manager. Students will be able to contact RTO Support Officers by calling (02) 9559 0025 or via [email protected]. Academic and learning support needs will be referred to RTO Manager. Students will need to make an appointment to meet the RTO Manager. The RTO Support Officer will, however, ensure that the required academic support services have been provided to the students through scheduled learning support sessions and/or activities, and will maintain a regular communication with the students to obtain feedback.


Other external referrals will be arranged if deemed appropriate by the RTO Support Officer. There is no fee attached to the referral service. Any cost charged by the external services will be paid by the students. All students (One day short course students are exempted) are required to attend an induction day at the beginning of their studies. The RTO Support Officer shall discuss the provision or support services and how best the students can avail these services during their study at CHP School of Hospitality.

3.2.5AcademicandLearningSupport

Students may have concerns with their attendance, academic performance or other related issues that are placing them at risk of not achieving the requirements of their program or completing within the expected duration. CHP School of Hospitality will, accordingly, provide an ongoing academic support to students in form of referrals to Language, Literacy and Numeracy (LLN) programs if needed, course progress intervention and academic support if deemed at risk of not completing the course on time, scheduled learning and study support sessions, and academic support for people with disability and learning difficulties. Students can access CHP School of Hospitality’s student support services by approaching either the RTO Support Officers or any staff member in their immediate contact. Students will also be provided with a Student Concern Form and additional information on the relevant policies and procedures to deal with and report any issues of concern. All students will have an unequivocal access to CHP School of Hospitality’s resources and an equal opportunity to access CHP School of Hospitality’s programs, services and resources, including course and learning materials, access to academic and administrative staff members, avenues to lodge and resolve complaints, student support services, and access to their administrative and academic records.

3.2.6StudentswithDisabilities

CHP School of Hospitality acknowledges the Disability Discrimination Act 1992 and the Disability Standards for Education 2005, and its obligation as an education and training provider to support the rights of students with disability to participate in educational courses and programs on the same basis as students without disability. Students who wish to apply for adjustments to teaching or assessment methods on the basis of a disability should contact RTO Support Officer and bring supporting documents for consideration of disability (e.g. a letter from your treating professional).


Reasonable adjustments to training and assessment methods are made using the following principles (Ref: ACARA):

• Students with disabilities are subject to the standard rules and policy on assessment and teaching methods, and assessment is only varied where a student can demonstrate with appropriate documentation that he/she is disadvantaged as a result of disability.

• The nature of reasonable adjustments is such that they are designed to minimise the disadvantage experienced by students with disabilities, rather than provide students with a competitive advantage.

• Any adjustments to assessment for a student with a disability are to be made in such a way as to ensure that the fundamental nature of the assessment remains the same i.e. students with disabilities are still required to demonstrate a pre-determined level of ability in relation to essential competency requirements.

3.2.7StudentsHardship The requirements of study may present some students with hardship, due to economic, social, or other difficulties. Where genuine hardship exists, a student may seek permission to review their workload or other related matters. To make a request, a student will be required to provide a letter to the RTO Support Officer describing the reason for their hardship. It is essential to include evidence supporting a claim of hardship, for example:

• Medical grounds: Medical certificates stating nature of condition, duration; • Family situation: Doctor or Counsellor’s report or recommendation, external

community/welfare agency recommendation

RTO Support Officer shall review the request and where necessary arrange a face-to-face meeting to discuss the issues and provide the required support through internal or external referrals and advice.

3.2.8InformationtoStudents Information on student support services and procedures for accessing these services, including contact details of the RTO Support Officer will be made available to all the students through:

• Student Handbook • CHP School of Hospitality’s Website • Student Induction Program

Students may access the RTO Support Officer directly (e.g. email, phone), by contacting any administrative staff or training and assessment staff.


3.3ReasonableAdjustment Students with a disability or a long-term medical condition, which may have an impact on their studies, can apply for reasonable adjustment by completing the Reasonable Adjustment Application Form (See Appendix – Useful Forms).

Student must apply for reasonable adjustment in writing to RTO Administration Team via email [email protected] at the earliest opportunity upon enrolment or as soon as the condition is diagnosed to ensure that reasonable adjustment can be made available within required timeframe.

Examples of reasonable adjustment may include but are not limited to:

• Accessible class rooms • Course materials in alternate formats – electronic, large print • Use of laptop for assessments • Extra time or extensions for assessments • Alternate assessment methods • Alternate assessment tasks, or • Other adjustments.

Inherent requirements which are the fundamental parts of a course that must be met by all students in order form them to be deemed competent. They are the abilities, skills and knowledge students need to complete the course – those components which, if removed, would compromise the learning outcomes. Students with disabilities will be provided with reasonable adjustments to enable them to meet inherent requirements, provided this would not cause unjustifiable hardship to CHP School of Hospitality as a RTO. However, if a student cannot meet the inherent requirements, even with adjustments, then they cannot complete the course. 3.4InterpretingService CHP School of Hospitality are committed to providing current and prospective students with language barriers, with advice and support interpreting service to assist with a student’s ongoing learning and progress through CHP School of Hospitality training courses.

• Students identifying language barriers during the enrolment process will be advised by CHP School of Hospitality staff of the support measures available at CHP School of Hospitality.

• Staff will advise students that CHP School of Hospitality allows students who have language barriers to bring an interpreter to support their learning on the course day. Students need to arrange interpreting service by themselves at their own costs.


• Interpreter can be a friend or relative to support student’s learning on the course day. But they cannot be present in the assessment process with the student.

• If students need an interpreter to be present in the assessment process, the interpreter must be NAATI approved accredited interpreter.

• Trainer/Assessor will be informed by CHP School of Hospitality staff regarding the interpreting service arrangement details by email.

• On the course day, the interpreter will be given an interpreter form to complete and hand it back to the trainer/assessor.

• If the interpreter is NAATI approved accredited interpreter, trainer/assessor must check their accredited interpreter approval (e.g. NAATI interpreter stamp, interpreter card ect.) before allowing them to be present in the assessment process with the student.

• Trainer/assessor must keep and return their interpreter form with all other course documents to CHP School of Hospitality admin team for record keeping purpose.

Professional Interpreting Service can be arranged via www.naati.com.au. 3.5StudentCounselling Our administration is your first contact point for assistance. The administration staff will be able to direct you to the most appropriate person or organization to help you with your problems. You may contact our administration staff by email: [email protected] or by phoning (02) 959 0025.

We wish to ensure that all students are supported in their studies to the fullest extent possible, thus anyone who is experiencing any difficulties with their studies should see their trainer, or contact the administration staff to make an appointment at any time to see our RTO Manager for free advice and guidance relating to:

• Maximising your attendance and attention in class; • Managing your time; • setting and achieving your goals; • motivation; • ways of learning; • coping with assessments; • academic progress

Students are always encouraged to seek the advice of their trainer.


3.6ReplacementCertificate

CHP School of Hospitality has obligation to keep electronic record of issued qualification certificates for 30 years. In an event that your certificate is lost, stolen or damaged, you can request to get a replacement of that certificate. You will need to complete a Replacement Certificate Form which is included in the Appendix – Useful Forms of this student handbook.

CHP School of Hospitality will:

• Provide a replacement certificate to any current or previous student who has their certificate lost, stolen or damaged

• Request applications in writing for a replacement certificates; students need to complete the Replacement Certificate Form

• Charge a fee for replacement certificates as outlined in the Booking Terms and Conditions of this student handbook.

3.7AccesstoStudentRecord

All students have a right to view their own files and may do so upon request to CHP School of Hospitality administration team by completing a Student Record Access Form (Refer to Appendix – Useful Forms). Access to a file by a third party other than the student can only be provided with the written consent of the student.


4. HealthandSafety 4.1GeneralHealthandSafety

Workplace Health and Safety is designated to protect students from injury and ill health. Trainers have responsibilities for the safety of all persons in their charge. They will actively take steps to identify hazards, which could cause harm and take prompt action to remove or control them.

Students must take care of their own health and safety and that of their fellow students to the extent of their capabilities. This means you must follow all safety rules, procedures and instructions of trainers or other staff during your day to day training.

General health and safety include but not limited to:

• Students and staff should avoid whenever possible, or otherwise carry out carefully and correctly, any lifting.

• Students should not leave items/cords or obstructions in walkways or passageways. • Students should wear footwear appropriate for the activities that they expect to undertake.

4.2HazardControlandReporting

Anyone who sees a potential or existing hazard should:

• Assess if they can safely remove or reduce the hazard themselves without undertaking any unnecessary risks

• Act to signal or warn of the hazard to those who may be near • Report the hazard to your trainer or CHP School of Hospitality staff member who will

arrange any further control of the hazard required.

4.3Incident/AccidentReporting CHP School of Hospitality recognises the duty of care owed to its students and that planning for the management of a critical incident is essential. A critical incident is defined as ‘a traumatic event, or the threat of such (within or outside Australia), which causes extreme stress, fear or injury’. CHP School of Hospitality has in place efficient, sensitive and supportive strategies for dealing with a critical incident and provides support to members of staff, students and others in the community who are involved. If the incident is on CHP School of Hospitality premise, the first action will be to contact the emergency services - fire, ambulance or police – as would be the case with other WHS matters. The Chief Executive Officer is contacted immediately when an incident involves death, serious injury or a threat to life or property.


All accidents and injuries must be reported to CHP School of Hospitality Administration Team. Staff will follow the Procedure for Hazard/Incident Reporting outlined in the Health and Safety Policy and Procedures. The aim of the reporting system is to prevent accidents from recurring by identifying the problem or hazard.

4.4SafetyandEmergency

4.4.1FirstAid First Aid Kit is located at the Administration office. Administration will provide you with the name of the First Aid Officer.

In the event of a student requiring First Aid, a trainer or member of staff will administer First Aid and the student must complete the Incident Form. Should medication be required, students will be referred to their own GP or nurse for advice. In the case of an emergency, staff will call an ambulance and stay with the student until it arrives.

4.4.2Emergencies In the Event of Fire

1. Raise the alarm – contact Fire & Rescue (000) 2. Alert other occupants 3. Notify the Chief Warden of the Building and your Trainer 4. Evacuate the immediate area 5. Assemble as directed by the floor wardens and trainers 6. When instructed, evacuate the building. Evacuation

1. Move to the Assembly Point as directed by floor wardens and trainers 2. When instructed to evacuate, leave by the Fire Stairs/Exits DO NOT USE LIFTS (if applicable) 3. Move quietly and calmly to the Assembly Area 4. Await instructions. Building Alarms and Other Emergencies

If the building fire alarm rings or if you are advised that there is an emergency in the building: 1. Stay calm 2. Follow the directions of floor wardens and trainers 3. Follow the evacuation procedure if required.


4.5AlcoholandDrugFreeEnvironment Alcohol and drugs use impairs performance with training and will not be tolerated at CHP School of Hospitality. Students have a duty to take reasonable care for their health and safety and that of others.

Students who attend class under the influence of prohibited drugs will be asked to leave the premises and may face disciplinary action.

4.6Bullying,DiscriminationandHarassment

CHP School of Hospitality operates without bias, discrimination or harassment, and expect the same from all participants in our courses.

We do not behave in ways that are unwelcome, demeaning, unreciprocated and/or offensive to an individual or group of people, and we require the same from you. You have the right to feel safe and to have full opportunity to achieve your potential in your study. If you are being harassed seek help immediately.

There are several options. Choose the course of action you feel most comfortable with. Do not ignore discrimination or sexual harassment, thinking it will go away – often discrimination just gets worse and silence may give the impression that discrimination or sexual harassment is acceptable.

You may:

• Tell the person they are making you uncomfortable and ask them to stop; or • Make a complaint to one of the staff from Benchmark College; or • Make a complaint under Anti-Discrimination Legislation to:

Anti-Discrimination Board of NSW http://www.antidiscrimination.justice.nsw.gov.au


5. UsefulForms

RefundofCourseFeesApplicationForm

Name of Participant:

D.O.B: Contact No:

Course Name:

Course Date: Course Location:

Reasons Refund:

...............................................................................................................................

...............................................................................................................................

...............................................................................................................................

...............................................................................................................................

(Attach further details if this is insufficient space)

Course Fees Paid $ Payment Method:

Application Date: Signature:

Office use only

Reason Accepted: q Yes q No

Total Course Fees Paid $

Deductions q Yes $___________ q No

Balance of Fees to be refunded $

Comments / Notes:

CHPSOH Staff Name:

CHPSOH Staff Signature: Date:


StudentWithdrawalForm

SECTION A: PERSONAL DETAILS (To be completed by Learner) Family name Given name(s) Date of Birth Gender: Male Female Mobile: Email: Title: Home address Postcode Postal address Postcode

SECTION B: COURSE DETAILS (To be completed by Learner) Course Code Course Name Commencement Date: Completion Date: Student Number:

SECTION C: WITHDRAWAL REQUEST (To be completed by Learner) Reasons for withdrawing Too far behind in studies Low assessment results Financial

(please tick) Loss of interest in course Health Personal

Transfer to another course Transfer to another RTO

Obtained employment Other

Applicant’s Declaration:

“I wish to withdraw from all studies with CHP School of Hospitality. I understand that I will forfeit my place in this course if I withdraw and will be required to apply for readmission if I wish to continue my studies at a later date. I understand I will not be entitled to a refund of fees paid to CHP School of Hospitality according to CHP School of Hospitality refund policy. I authorise CHP School of Hospitality to withdraw me from all studies, effective from the date specified below.” SIGNATURE OF LEARNER: ____________________________________ Date: day month year

SECTION D: OFFICE USE ONLY

Student withdrawal approved: YES NO RTO Manager:

SOA provided to student: YES NO

SIGNATURE: _____________________________ Date: day month year

Mr Mrs Miss Ms Other


StudentRecordAccessForm

I hereby request that the CHP School of Hospitality (CHPSOH) provide access to my personal records to the following identified people:

q myself

q my employer ...........................................................................

q my workplace supervisor .........................................................................

q other ...........................................................................

And/Or

I require the following information to be provided to the above identified people:

q reissue of certification awarded to me by the CHPSOH

q copies of all my assessment results gained during training at the CHPSOH

q copies of all my personal information held on file by the CHPSOH

q other ………………………………………………………………………………

I understand that the CHPSOH will require one to two working days to supply this information.

Signed ....................................... Date ........................................


StudentComplaintForm

ThisformshouldONLYbeusedtolodgeanofficialcomplaintaboutamatterwhichthestudenthasfoundtobeoffensive,discriminateorderogatoryinanyaspectoftheirstudentlifeatCHPSchoolofHospitality.Forreportinggeneralconcerns–andnotaspecificcomplaint–Pleaseuseaseparate“StudentConcernForm”.

Student Name

Course: Course Location:

Reason for or Nature of Complaint:

Your Complaint Details

(Please provide as much details as possible)

Note: Attach any supporting documents with this form as applicable.

Student Declaration and Signature:

All the information I have provided in this form is true and accurate. I also understand that this complaint will be dealt with CHP School of Hospitality’s relevant complaint handling policies and procedures.

Date:

OFFICE USE ONLY

Forwarded to: □ CEO □ RTO Manager

□ Compliance Manager □ RTO Support Officer

Comments of the Person Receiving the Form and Suggested Action

Signature Date:


StudentAppealForm

Student Given Name Family Name:

Mobile Number: Date of Appeal:

Types of Appeal: □ Academic

□ Non-Academic, please specify:

Details of your grounds for Appeals:

Signature of Student Date:


OFFICE USE ONLY

Comments from RTO Manager:

Comments from RTO Administration Officer:

Comments from other related Department or Staff:


StudentConcernFormUsethisformtonotifythemanagementofanyissuesthatareofconcerntoyou–somethingthatyouareworriedabout–inanyaspectofyourstudyexperiencewithCHPSchoolofHospitality.Ifyouhaveaspecificcomplaint,pleaseuseaseparate“StudentComplaintForm”and“StudentAppealsForm”.

Student Name

Course: Course Location:

Your Concern(s) and comment(s)

(Please provide as much details as possible)

Note: Attach any supporting documents with this form as applicable.

For complaints, please use a separate “Student Complaints Form” and “Student Appeals Form”

Student Signature: Date:

OFFICE USE ONLY

Forwarded to: □ CEO □ RTO Manager

□ Compliance Manager □ RTO Support Officer

Comments of the Person Receiving the Form and Suggested Action

Signature Date:


ReasonableAdjustmentApplicationFormStudentswithadisabilityoralong-termmedicalcondition,whichmayhaveanimpactontheirstudies,canapplyforreasonableadjustmentbycompletingthisform.StudentmustapplyforreasonableadjustmentinwritingtoRTOAdministrationTeamattheearliestopportunityuponenrolmentorassoonastheconditionisdiagnosedtoensurethatreasonableadjustmentcanbemadeavailablewithinrequiredtimeframes.

Title q Mr q Ms q Other (Please specify) Grounds for Reasonable Adjustment:

Given Name:

Family Name:

Date of Birth:

Mobile:

Email:

Full address:

Course:

STUDENT DECLARATION

Ideclarethattheinformationprovidedinthisformisaccurate.IhavereadandIunderstandtheinformationaboutthereasonableadjustmentprocessasoutlinedintheStudentSupportPolicy.

Evidence Provided

(e.g. a report from a medical practitioner):

Signature: Date:

OFFICE USE ONLY Adjustment Sought:

Received by: Received Date:

Reviewed by: Date:

q Approved q Declined q Form saved in Student File

Comments and Outcomes:

Privacy: WerecommendthatyoureadtheCHPSchoolofHospitality’sPrivacyPolicypublishedonourwebsitewww.chpsoh.com.au


CreditTransferApplicationForm

Section A Personal Details Given names: Family name: Preferred phone number: Email:

Section B CHPSOH course for which you are applying for credit transfer Course/Qualification Name: Qualification Code (if applicable):

Section C Details of credit – Details of previous study for which credit is sought (photocopy this page if you need to record additional units) Course name: Did you complete the course?

□ YES □ NO Training Organisation name:

Details of previous study Office use only – Compliance Manager approval

Unit code Unit name Year completed

Approved (Y/N)

Declined (Y/N)

Signature:

Please turn over to complete the Applicant’s declaration on next page


Section D Applicant’s declaration PRIVACY STATEMENT: CHPSOH is collecting your personal information in accordance with CHPSOH policies and procedures to manage your enrolment, training progress, and administration. For specific cohorts of students and as a matter of routine, your personal information (including attendance details, progress and results) will be disclosed to

• The National Centre for Vocational Education Research and the Department of Industry in accordance with the National Vocational Education and Training Regulator Act 2011 for the purposes of national statistical data collection, and to provide information for your Unique Student Identifier account; and the national VET and higher education regulators in accordance with the Standards for Registered Training Organisations 2015 to assist with the monitoring and regulation of the vocational education and training.

Personal information collected may also be disclosed to third parties with your consent or as permitted or required by law. Your information will be stored securely. If you wish to access or correct any of your information, discuss how it has been managed, or have a concern or complaint about the way your personal information has been collected, used, stored, or disclosed, please contact CHPSOH administration team. For those students who require assistance in reading and understanding this Privacy Statement, please contact CHPSOH administration team prior to enrolling. Section E Applicant’s declaration

• I warrant that the information on this form is correct and complete. I acknowledge the provision of incorrect information or withholding of relevant information relating to my application, including academic transcript/s might invalidate my application.

• I have read the CHPSOH statement on privacy and the purposes for which my personal information will be used.

• I authorise CHPSOH to obtain further information with respect to my application. • I agree to abide by the policies of CHPSOH.

Signed: Date:

Section F Office use only Full name of staff member processing application: Date received:

Application: □ Checked Date: □ Sent for approval Date: Sent to: Staff Signature:

Student advised of outcome: □ Yes □ No Student advised by:

□ Photocopy of this page

□ Letter

□ Email Sent date:


RPLApplicationForm

Section A Personal Details

Full Name:

Date:

Mobile:

Email:

Address:

Qualification / Course:

Section B Application and Declaration

Student:

q I wish to apply for Recognition of Prior Learning for the units of competency listed below. q I have attached original copies of certificates I have achieved previously from other courses and

training providers. q I declare that certificate documentation supplied is legitimate, true and correct. q I understand that the Assessor will verify my certification documentation for validity. q I agree to pay the fee of $550 per unit for document administration and additional assessment (if

necessary) that is required for me to confirm competency. q I understand that the RPL process is an assessment only process whereby I submit evidence. q I understand that there is no training or learning guide provided to me in this process and that I am

using this process to fast track my certification. q I understand that CHP School of Hospitality is not responsible for searching, or discovering any

information or supporting evidence. q I understand that I am responsible to supply all supporting evidence and information required by CHP

School of Hospitality and I shall pay any additional search and discovery fees incurred as a result of insufficient evidence being provided.

q I understand that I shall not be entitled to any refund of fees in the event that I do not meet the competency standards and that any further training and assessments I require shall be at my expense at the current CHP School of Hospitality rate.

q I have supplied a copy of my recent CV / Resume to demonstrate my industry experience and education.

I, _____________________ have read the RPL and Credit Transfer Policy and understand that if this application is successful that a RPL pack will be provided to me for the relevant units of competency, at a briefing session. I understand that I will only receive RPL for those units upon successful submission of all requirements as outlined in the RPL Pack for each unit.

Student Signature:

Date:


Section C Workplace Referees who can support my RPL Application Referee 1 – Name and Contact Details:

Referee 2 – Name and Contact Details:

Section D Units / Modules Outcome

Unit Code

Unit Name Assessor Only

Evidence Supplied

Evidence Verified

Progress to RPL Pack

Assessor Initial

Section E Assessor Endorsement q I declare that the Student has provided sufficient evidence and/or documentation to warrant that the

student may progress through RPL process for the above noted units / modules.

Assessor Signature:

Date:

Section F Admin Use ONLY

VETTRAK updated:

q YES q NO

Date:

Initials:

Student File updated:

q YES q NO

Date:

Initials:


InterpreterConsentForm

This letter advises that ______________________________________________ Participant Name is a participant attending the ___________________________ on ___________ Course name Date at CHP School of Hospitality -- 20-26 Canterbury Road Hurlstone Park or at ______________________________________________________________ The following person acted as an interpreter for the above mentioned participant. Name of interpreter: Signature of interpreter: Date: NAATI Accredited ___________Yes _____________No Signature of Participant: Date: Name of Trainer/Assessor: Signature of Trainer/Assessor: NAATI Accreditation Sighted ______Yes _______No Date:


IncidentReportForm

CHP School of Hospitality administration team must be informed as soon as possible by the first response staff member if there is an incident/accident. The first response staff member must complete this form as soon as possible.

TYPE OF INCIDENT

q Injury to staff q Student misbehave q Fire

q Property damage q Theft/loss q Assault

q Injury to student q Environmental damage q Accident

If other, please specify: DETAILS OF INCIDENT Date: Time: Location: Brief description of the incident: What was the action take and by whom:

Was the response effective: q YES q NO Follow-up action required? q YES q NO

If yes, please specify:


Person(s) involved (Include everyone who is somehow related to the incident) Name Contact Number Name Contact Number Please attach additional pages if you need more space. This report is true and accurate reflection of the incident First Response Staff Sign: Date: CHPSOH Management Date and Time incident reported to CHPSOH management

Date: Time:

All details provided: q YES q NO Corrective action required:

q YES q NO If yes, please specify:

Sign: Date:


ChangeofDetailsFormThis application form is to be completed by learners who are requesting change of personal details.

• No fee will be applied for change of details. • Relevant support documents must be provided. • All copies of documents must be certified.

Request to change: (Please tick one or more)

Name: DOB: Email: Postal address: Gender:

CURRENT DETAILS

Student Number:

Date of Birth:

Family Name:

Given Name(s):

Email Address:

Postal Address:

State Postcode

Prefix: Mr / Mrs / Miss / Dr etc.

Gender: Male Female Indeterminate/Intersex/Unspecified

DETAILS TO BE UPDATED (PLEASE ADD CHANGED DETAILS ONLY)

Family Name:

Given Name(s):

Date of Birth:

Email:

Postal Address:

State Postcode

Prefix: Mr / Mrs / Miss / Dr etc.

Gender: Male Female Indeterminate/Intersex/Unspecified

THE FOLLOWING DOCUMENTATION IS REQUIRED Please provide CERTIFIED COPIES (see over page)

Change of Name (2 of the below, one showing previous name and one showing new name)

Date of Birth

Gender

Birth Certificate Passport

Marriage Certificate Driver License

Passport

Birth Certificate

Doctor/Psychologist Certificate

Passport

STUDENT SIGNATURE:

DATE:

ADMINISTRATION OFFICER USE ONLY

Documentary evidence sighted (and attached) Officer name: __________________ Date: ___________ Signature:

Details changed Officer name: __________________ Date: ___________ Signature:


Guidelines for Change of Details Form

Certified documentation

All copies of documents must be certified. CHP School of Hospitality accepts documents that have been certified by:

• An authorised person of a tertiary or higher education institution who will sign and stamp the copies. Student Hubs staff can perform this service.

• A Justice of the Peace, who will stamp and sign the copies and include the name, registration number and state of registration.

• A person currently employed as: o an accountant o a bank manager o a credit union branch manager o a barrister, solicitor or attorney o a police officer of the rank of sergeant or above o a postal manager o a principal of an Australian secondary college, high school or primary school.

Each certified copy must include an official stamp from the notary's employing institution.

Change of Name

Please provide 2 forms of identification from the below list, one must show previous name and one must show current (new) name;

• Birth Certificate • Passport • Marriage Certificate • Driver License

Date of Birth

Please provide one of the below:

• Birth Certificate • Passport

Gender

Unspecified is the officially recognised gender classification for individuals who do not identify as male or female. You are required to provide Doctor/Psychologist certificate supporting this gender classification.

Documents

CHP School of Hospitality...CHP School of Hospitality | Student Handbook | V4.3 | July 2019 Page 5 of 68 Student Handbook All CHP School of Hospitality students will have access to