CHP School of Hospitality - CHP RSL Club - Home...Student Handbook CHP School of Hospitality ABN: 56 000 967 199 RTO Number: 6871

StudentHandbook

CHPSchoolofHospitality

ABN:56000967199

RTONumber:6871

www.chpsoh.com.au

CHPSchoolofHospitality|StudentHandbook|V4.0|Dec20161

ContentsAboutUs.................................................................................................................................................3

StudentHandbook.................................................................................................................................4

StudentRightsandResponsibilities.......................................................................................................4

AccessandEquity...................................................................................................................................4

StudentSelectionandEnrolment..........................................................................................................4

CourseEnquiry.......................................................................................................................................5

Fees........................................................................................................................................................5

OtherPossibleFees............................................................................................................................5

Tuitionpayingbyinstalmentsisconditional......................................................................................6

PaymentMethods..............................................................................................................................6

CancellationsandRefunds.................................................................................................................6

Language,LiteracyandNumeracy(LLN)................................................................................................7

NationalRecognition..............................................................................................................................8

RecognitionofPriorLearning(RPL)/RecognitionofCurrentCompetency(RCC)...................................8

Assessments...........................................................................................................................................9

Marking..............................................................................................................................................9

Re-SchedulinganExam......................................................................................................................9

AccessandEquityinAssessments....................................................................................................10

AssessmentFeedback......................................................................................................................10

Plagiarism.........................................................................................................................................10

QualificationsandStatementsofAttainment......................................................................................10

AssessmentRecord..............................................................................................................................11

AccesstoStudentRecord.....................................................................................................................11

ComplaintsandAppealsPolicyandProcedure....................................................................................11

ImprovementOpportunity...............................................................................................................11

Informingthestudent......................................................................................................................11

ComplaintsProcedure......................................................................................................................12

Procedures.......................................................................................................................................12

Feedback..............................................................................................................................................14

Legislation............................................................................................................................................14

Privacy..............................................................................................................................................15


CHPSchoolofHospitalityUSIPrivacyNotice...................................................................................15

UniqueStudentIdentifier(USI)............................................................................................................15

DoyouneedaUSI?..........................................................................................................................16

HowtogetaUSI?.............................................................................................................................16

PrivacyPoliciesandComplaints.......................................................................................................17

Discrimination,Bullying,VictimisationandHarassment......................................................................18

WorkplaceHealthandSafety...............................................................................................................18

DisciplinaryProcess..............................................................................................................................18

AlcoholandDrugs................................................................................................................................19

StudentCounselling.............................................................................................................................19

StudentSupport,WelfareandGuidanceServicesAdvice....................................................................19

InterpretingService..............................................................................................................................20

SafetyandEmergency..........................................................................................................................20

FirstAid............................................................................................................................................20

Emergencies.....................................................................................................................................20


AboutUsCHPSchoolofHospitalityisaSydneybasedRegisteredTrainingOrganization(RTO)whichwasdevelopedbyCanterbury-HurlstoneParkRSLClubin1999toprovidearelevantresourcetothecommunityinhospitalitytraining.

Asan(RTO)accreditedbytheAustralianSkillsQualityAuthority,weareabletodelivernationallyrecognizedtrainingforthoselookingtoentertheindustry,ortodeveloptheircareers.

Forover16yearswehaveenjoyedanexcellentreputationasaninnovativecentreforqualityhospitalityandbusinesstrainingoutcomes.CHPSchoolofHospitalitywelcomesyouandtakesthisopportunitytooutlinetherolesandfunctionsofeachofthepeopleinvolvedinyourchosencourse.

OurFacilitiesOurclassroomworkshopsareheldinsideCanterbury-HurlstoneParkRSLClub.InOctober2014weopenedourcontemporarypurposebuilttrainingroom,fullyequippedwithafullservicebar,espressomachinesandplasmascreen.Acomfortableandambientenvironmentforafun&handsonwaytolearnjobreadyskillsintruetolifeenvironment.WhatWeOfferInadditiontoourworkshops,shortcoursesandfull-lengthqualificationandtraineeshiptraining,CHPSchoolofHospitalityalsooffers–customizedtrainingandrecognitionservicesfortheregisteredclubsindustry.WealsohaveaproudhistoryofprovidingsubsidizedtrainingtolocalschoolstudentsinCertificateIIinHospitality,Café,RSAandRCGcourses.Formoredetailedcourseinformation,pleasefeelfreetodownloadourcoursehandbookonwww.chpsoh.com.au.

OurCredentialsWeareaccreditedbytheAustralianSkillsQualityAuthoritytodeliverNationallyRecognizedTraining.WearealsorecognizedbyNSWOLGRandNSWFoodAuthorityasapprovedproviderstomandatorytrainingfortheclubindustry.OurRTONationalCodeis6871.

ProgramBenefits• Canbecustomizedtosuittheneedsofindividualhospitalityorganizations• Aredesignedtoallowflexibledeliveryoption• Haverealisticclasssizestomaximizethequalityofthelearningprovided• Arecompetitivelypriced• Aredeliveredbyprofessionaltrainerswithextensiveexperienceintheindustry

LocationTrainingisheldatourpurpose-builttrainingfacilitysituatedonthelowerlevelofCanterbury-HurlstoneParkRSLClub,20–26CanterburyRdHurlstonePark.CourseScheduleWeareconstantlyreviewingourcourseofferingandscheduling.Pleasecheckthewebsiteforcurrentcourseoptionsanddates.


StudentHandbookAllCHPSchoolofHospitalitystudentswillhaveaccesstoacopyofthishandbook.Thishandbookcanbeaccessedonourwebsitewww.chpsoh.com.au.InitaresomeguidelinesonwhatisexpectedinthesayofbehaviourwhilstundertakingtrainingandassessmentwithCHPSchoolofHospitality.Staffandstudentswillbeexpectedtoabidebyitsdirectionandintent.

CHPSchoolofHospitalitywelcomesanyfeedbackorcommentsaboutthisStudentHandbook.

StudentRightsandResponsibilitiesAllstudentshavetherighttobetreatedfairlyandthestudentsalsohavearesponsibilitytorespecttherightsofotherstudentsandstaffwithinCHPSchoolofHospitality.Studentsmustberespectfulofothersandnotdiscriminateagainstanyone.Harassmentorbullyingisoffensiveandunacceptableandwillnotbetolerated.AllCHPSchoolofHospitality’sstaffareawareofthisrequirementandwillgiveyouallpossibleassistancetoprotectyourrightsandweexpectyouwillrespecttherightsofothers.AccessandEquityAllCHPSchoolofHospitalitystaffhavearesponsibilitytoupholdandmaintainthehigheststandardsofaccessandequityintheeducationofourstudents.Allourstaffarerequiredtomaintainourcodeofpracticeandallstudentsaremadeawareoftheirrightsandresponsibilities.StudentSelectionandEnrolmentAllenrolmentstoacoursewillbegivenfullandequitableconsideration.Wherethereareconditionsofenrolmentorpre-requisitesappliedtoaqualification,theseshallbeclearlystatedtothepotentialstudentsatthepointofenquiry.StudentswhohaveenrolledinaqualificationwillbenotifiedofacceptancebyemailormailfromCHPSchoolofHospitality.CriteriaareappliedpriortotheacceptanceofastudentbyCHPSchoolofHospitality.Thesecriteriaincludes:

• Yourabilitytocompletethequalification;• Yourprevioustrainingandeducation;• Relevantwork/lifeexperience(paidorunpaid,fulltime,part-time,casualorvoluntary);and• Identifiedprogramprerequisites/priorities.

InformationsuppliedonyourenrolmentformwillbeavailabletoCHPSchoolofHospitalitysothiscanbesubmittedtotheNationalCentreforVocationalEducationandResearch(NCVER).Thisinformationissuedforresearch,statisticalanalysis,programevaluation,postcompletionsurveysandinternalmanagementpurposesinaccordancewithourprivacypolicy.


Toenrolinanycoursepleaserequestanenrolmentformviaemailtorto@chprsl.com.auorcomeintotheClubandfillonein.YoumustpaytheenrolmentfeeatthetimeofsubmittingtheEnrolmentFormforyourapplicationtobeprocessed.

YoucanalsodownloadanEnrolmentFormfromwww.chpsoh.com.auandsubmitbyemailorpostalongwithdebit/creditcarddetails–orphonetheofficetopayoverthephone.

YouwillberequiredtogainaUSIpriortoyourenrolmentandputthisontheenrolmentforminthespaceprovided.

NB:YouwillnotbeabletoattendanyaccreditedtrainingwithoutaUSInumber.SeeinformationbelowattheUSIsectionofthishandbook.

PleasecontacttheTrainingCoordinatoron0295590025,emailrto@chprsl.com.auorcheckthewebsitewww.chpsoh.com.autogetacopyofCourseCalendarfortheupcomingsemester.CourseEnquiryIfwedon’tcurrentlyhaveascheduledcoursetosuityoupleaseletusknow,andwhenthereissufficientdemandwewillendeavortoprovidethetrainingyouneed.Youcanalsobeplacedonouremaildistributionlisttoreceiveadvancenoticeofallupcomingtrainingcourses.Simplyemailusatrto@chprsl.com.auandrequesttobeaddedtothedistributionlist.

FeesCoursefeesarespecifiedonCHPSchoolofHospitalitywebsiteandourcoursehandbook.Allpublishedcoursefeesareinclusiveofadministrationfeesandallrequiredmaterials.

OtherPossibleFees

*Reassessments

ReschedulingFee

CourseExtension

RecognitionofPriorLearning

(Non-refundable)

Re-issuea

qualificationorStatementofAttainment

Exam:$50PracticalActivities:$100

50%ofthefullunitofcompetencyfee

$150perunit

$550perunit

$20excludingpostageor

$30includingpostage*Reassessment:Ifyouareassessedasnotcompetentforaunitofcompetency,afreere-assessmentwillbeoffered.Ifyouareassessedasnotcompetentagain,are-assessmentsfeewillbeappliedasabove.Ifyouareassessmentasnotcompetentforthethirdtime,youwillberequiredtopaythereschedulingfeeofa50%ofthefullunitofcompetencyfeetoattendthefullcourseagain.

Tuition,otherfeesandchargesaresubjecttoreviewand/orchangeatCHPSchoolofHospitalitydiscretion.CHPSchoolofHospitalitywilladvisethestudentsofthesechangespriortoenrolment.

Forshortcourses,coursefeesmustbefullypaidpriortothecoursecommencement.


TuitionpayingbyinstalmentsisconditionalInsomecircumstances,CHPSchoolofHospitalitymayallowastudenttopaytheirtuitionfeebyinstalments.ThiswillbedeterminedbythecoursebeingundertakenbythestudentorUnitofCompetency(s)enrolledinto.CHPSchoolofHospitalitycomplieswithClause7.3oftheAustralianSkillsQualityAuthority’s(ASQA)User’sGuide:StandardsforRegisteredTrainingOrganisations(RTOs)2015whereCHPSchoolofHospitalitywillnotrequireaprospectiveorcurrentlearnertoprepayfeesinexcessofatotalof$1500.Studentswillbegivenfour(4)weeks’noticeoftheirnextinstalmentduedate.Failuretopaytheinstalmentbytheduedatewillresultinalettersuspensionbeingissuedtothestudent.Unpaidbalanceforaninvoicemaybereferredtoacollectionagency.Ifyouhaveanydifficultieswithpayments,pleaseconsultourofficerbycontactingouradministrationoffice.

PaymentMethodsAcceptedmethodsofpaymentareCash,EFTPOS,debitcard,majorcreditcardsorchequemadepayableto‘CHPSchoolofHospitality’.

FeesmaybepaidinpersonatClubReception(CashandCard)oroverthephonebydebitandcreditcard.Tosecureyourplacetheenrolmentfeeshouldbepaidatleast2weekspriortocoursestartdate.

CancellationsandRefundsStudentidentitymustbeverified.AllrequestsforrefundsmustbemadeinwritingbycompletingCHPSchoolofHospitalityRequestforRefundofFeesform.Approvedrefundswillbetransferredtoyournominatedbankaccount.Nocashwillbegivenforrefunds.Applicationsforrefundsforacoursethatisnotcancelledaregenerallyprocessedwithin15workingdays.

• Nocancellationaftercoursestartdate• Cancellation10workingdayspriortocourse–fullrefund• Nootherrefundswillbegranted

Note:RefundswillnotbegrantedforfailuretocompleteassessmentsowingtopoorLLNorITskills.CHPSchoolofHospitalityreservestherighttowithholdissueofqualificationsifanyfeesareunpaidattheendofyourcourse.CancellationsbyCHPSchoolofHospitalityIntheunlikelyeventthatCHPSchoolofHospitalitycancelsacoursepriortothepublicisedstartdate,afullrefundwillbemadewithin10workingdaysofthatcancellation.Enrolleesincancelledcourseswillnotbeentitledtocompensationoverandabovefeesactuallypaidtodate.


CHPSchoolofHospitalityreservestherighttocancelworkshopcoursesatanytimeifinsufficientnumbersareenrolled.

Timeline 10workingdaysPriortoCommencement

Lessthan10workingdaysPriortoCommencement

AfterCommencement

RefundCoursefees

100%refund Norefund Norefund

RefundOtherFees

100%refundexceptforRPL(RPLisnon-refundable)

Norefund Norefund

NorefundwillbemadebyCHPSchoolofHospitality:

• Withdrawaftercommencement:ifastudentwithdrawsfromacourseanytimeafterthecommencementdateofthecourse;thebalanceofanyfeesstillowingwillbeinvoiced.

• PoorLLNorITskills:RefundswillnotbegrantedforfailuretocompleteassessmentsowingtopoorLLNorITskills.

• Falseormisleadinginformation:Norefundswillbegiventotheapplicantsorstudentswhoprovidefalseormisleadinginformationintheirenrolment,withdrawandrefundapplicationtoCHPSchoolofHospitality

• SuspensionandCancellation:whereastudenthashadtheirenrolmentcancelledbyCHPSchoolofHospitalityandwheretheappealprocesshasnotbeensoughtbythestudentortheappealsprocesshasbeenunsuccessful,norefundwillapplyandtheremainderofthefeeswillbeinvoiced.

• Earlycompletion:ifastudentcompletesthecourseearly,thefulltuitionfeesmustbepaidbeforeacertificatecanbeissued.Ifastudentextendstheircourse,theywillberequiredtopayadditionalfeesbeforethecommencementoftheextendedcourse.

CHPSchoolofHospitality’sdisputesresolutionprocessdoesnotcircumscribethestudent’srightstopursueotherlegalremediesandstudentshavetherighttotakefurtheractionunderAustralia’sConsumerProtectionLawsas:

• Studentsarenotpermittedtotransfercoursefeestoanotherstudents;• Studentsthatfailtopaytheirfeeswill:

o Willnothaveassessmentsorexamsmarked,norwilltheybeallowedtograduateo Willberefusedtore-enrol.

Language,LiteracyandNumeracy(LLN)Whereapre-requisitefortrainingrequiresaparticularleveloflanguage,literacyand/ornumericskills,anassessmentwillbeundertaken.Thisinitialassessmentisdesignatedtobeanon-threateningexperienceandwillbeconductedbyyourtraineraspartofyourinduction.Theassessmentwillhelptoidentifywhereadditionaltrainingandsupportresourcesmaybeneededtohelpyou.


NationalRecognitionCHPSchoolofHospitalitywillrecognizeQualificationsand/orStatementsofAttainmentissuedbyallotherRegisteredTrainingOrganization(RTO).CHPSchoolofHospitalitymaycontacttheissuingRTOtoconfirmtheauthenticityofthequalification.Thereisnochargeforthisservice.

RecognitionofPriorLearning(RPL)/RecognitionofCurrent

Competency(RCC)IfyouconsideryouarealreadycompetentinspecificUnitsofCompetency,youmaybegrantedanexemptionfromundertakingtheassessment,ifyouprovide:

• Proofofsubject-relevantandformaltrainingifitwasdoneinAustraliaorworkexperience(evidencemustbeunderfiveyearsold);

• Submissionofevidencesuchasauthenticateddocumentsorsamplesofworkdemonstratingrelevanceandcurrency(evidencemustbeunderfiveyearsold);and

• ParticipateinaninterviewtoascertaincurrentsillsandknowledgeIfyoumakeaclaimforRPLanumberofthingscouldhappen:

• Youmaynotbegrantedanyexemptions;• YoumaybegrantedexemptionsforsomeUnits;• YoumaybegrantedexemptionsforallUnits;and/or• Youmaybegrantedexemptionforsomepartsofsomeunits.

Whereaneligiblestudentisgrantedacredittransferforoneormoreunitsofcompetency,thequalificationpricewillbeadjustedandanewstudentfeedetermined.Thefixedcostofthequalificationwillbereducedbytheproportionofunitsofcompetencygivencredittransfer.Thevariablecostwillbereducedbythetotalcostofeachunitofcompetencygrantedcredittransfer.Oncetheadjustedqualificationpriceiscalculatedthenewstudentfeewillbedeterminedatthesamepercentageofthepricesastheoriginalstudentfeeforthatcourse(i.e.adjustedpricexfeepercentage).WhereRPLand/orcredittransferaregrantedatenrolment,CHPSchoolofHospitalitywillusetheSmartandSkilledProviderCalculatortodeterminetheapplicablestudentfee.WhereRPLand/orcredittransferisgrantedafterenrolmentorafterastudentcommencesaqualification,CHPSchoolofHospitalitywillreporttheoutcomefortherelevantunit(s)ofcompetencytoSmartandSkilled.TheDepartmentwillmakeadjustmentstothesubsidypaymentandadviseCHPSchoolofHospitalityofthenewstudentfee.Thestudentfeewillthenbeadjustedandthestudentwillbenotified.


AssessmentsAssessmentwillbeflexibleandcentredonarangeofperformancecriteriaincluding:writtendocumentation(answerstoquestions/reportsetc.),simulatedworkexperiencesandobservations.Assessmentsareusedtogiveyoufeedbackonyourprogressanditmeasuresyourskillsandknowledgeagainstthequalificationrequirements.Thetrainingyouwillbeundertakingiscompetencybased.AllCHPSchoolofHospitality’strainers/assessorsareboundbyacodeofpracticetoensureassessmentsarevalid,reliable,flexibleandfair.Itisthetrainer/assessor’sresponsibilitytoensurethatallstudentsreceivethefullscopeofinformation,knowledgeandtestsrequiredtocompletetheircoursesuccessfully.Thefollowingtypesofassessmentmethodsmaybeused:

• Roleplays• Presentations• Writtenquestionsandanswers• Multipleschoice• Assignmentsand/or• Oralquestioning

MarkingTherearetwowaysyoucouldbemarkeddependingonthequalificationyouarebeingassessedfor:Competency(C)orNotYetCompetency(NYC).YoureceiveaCompetent(C)gradeonlyfortheunitthatyouhavesuccessfullycompleted.

Re-SchedulinganExamReassessmentswillneedtobebookedwithCHPSchoolofHospitalityadministrationteamandwillnormallyattractafee.Re-assessmentfeesmustbepaidpriortotheeventandreceiptsmustbepresentedtothetrainer/assessorconductingthereassessmentforastudenttobeadmitted.

Ifastudentdoesnotparticipateinaparticularassessmentduetoavalidreason,theymayrequestanalternativeassessmentdate.Ifthereschedulingcannotbeconductedduringnormalclasstime,areschedulingfeemayapply.

Examplesofvalidreasonsinclude:medicalproblems,emergencysituationsorillnessevidencedbyamedicalcertificatethatmuststatethatthestudentwasunabletoattendclass.CHPSchoolofHospitalityreservestherighttorequestevidencepriortore-schedulingtheassessmentdate.Therequestmustbepresentedtothetrainerinwritingoneweekpriortotherequestedre-scheduledate.

Ifyouareassessedasnotcompetentforaunitofcompetencyforthefirstattempt,afreere-assessmentwillbeoffered.Ifyouareassessedasnotcompetentagain,are-assessmentsfeewillbeapplied.Ifyouareassessmentasnotcompetentforthethirdtime,youwillberequiredtopaythereschedulingfeeofa50%ofthefullunitofcompetencyfeetoattendthefullcourseagain.


AccessandEquityinAssessments

• Allreasonablestepswillbetakentoensureyouwillbegivenafairopportunitytoundertaketheassessment;

• Ifthereareanyaspectsoftheassessmentthatareunclearandyouarenotcertainaboutyoushouldspeaktothetrainer/assessor;and

• Shouldyourequireareasonableadjustmentoftheassessmentduetoaphysicalimpairmentyoushoulddiscussthiswiththetrainer/assessorimmediately.

Reasonableadjustmentsmayinclude:

• Modifyingeducationalpremises.Forexample,ensuringthatclassesareinroomsaccessibletothepersonwithdisability.

• Modifyingorprovidingequipment.Forexample,loweringbenchesandenlargingcomputerscreens.

• Changingassessmentprocedures.Forexample,allowingforalternativeexaminationmethodssuchasoralexam,orallowingadditionaltimeforsomeoneelsetowriteanexamforapersonwithadisability.

• Changingcoursedelivery.Forexample,providingstudynotesorresearchmaterialsindifferentformatsorprovidingassignlanguageinterpreterforadeafperson.

AssessmentFeedbackAllassessmenttasksundertakenwillbeassessedandyouwillbegivenfeedbackonyouroutcomesfromtheseassessments.Thisfeedbackwillbeaconstructivediscussionandifyouarefoundtobe‘NotYetCompetent’yourassessorwillexplaintoyouwhy,andwhatyouneedtodotogaincompetency.Ifyoudonotagreewiththedecision,youhave10workingdaysfromthedateoftheassessmenthasbeenmadetoappeal.PlagiarismPlagiarismisnotacceptedandwhereplagiarismisdetected,CHPSchoolofHospitalitywillassesstheevidenceas‘NotYetCompetent’.Ifthepracticecontinues,CHPSchoolofHospitalitywilltakesuitableactiontocanceltotraining.

QualificationsandStatementsofAttainmentCHPSchoolofHospitalitywillwithin30calendardaysofastudent’scoursecompletion,issueandprovideaAQFqualificationorastatementofattainmenttotheindividualstudentortheirnominatedrepresentativewho:

• Hasfinishedthewholequalificationand/oratleastoneunitofcompetency;• Doesnothaveanyoutstandingfees;• ProvidedCHPSchoolofHospitalitytheUSItoverify

Ifthestudenthasanoutstandingfinancialaccount,CHPSchoolofHospitalitywillnotissueaqualificationorstatementofattainmenttoyouunlesstheoutstandingamountispaid.Ifastudentdoesnotmakeafullpaymentwithinnext20workingdaysfromthenotificationdate,CHPSchoolofHospitalitywillterminateyourenrolmentwithoutissuingaqualificationorstatementofattainment.


AssessmentRecordAllassessmentresultsarestoredbothinahardcopyandelectronicallyfor6monthsaftercoursecompletion.Acopyofthequalificationandthetranscriptissuediskeptelectronicallyfor30years.

AccesstoStudentRecordAllstudentshavearighttoviewtheirownfilesandmaydosouponrequesttoCHPSchoolofHospitalityadministrationteam.Accesstoafilebyathirdpartyotherthanthestudentcanonlybeprovidedwiththewrittenconsentofthestudent.

ComplaintsandAppealsPolicyandProcedureCHPSchoolofHospitalityiscommittedto:

• Arequestforareviewofdecisionsandrespondtoallegationsinvolving:o Ouracademic,administrationormanagementstaff;o Ourservicesorathirdpartyprovidingservicesonourbehalf;and/oro AnCHPSchoolofHospitalitystudent

• Reassuringstudentsthatanydisputesorgrievanceswillbetakenseriously,handledprofessionallyandconfidentiallyinordertoachieveaspeedyresolution;

• Ensuringthatstudentshaveaclearunderstandingofthestepsinvolved;• Informingourstudentsoftheirrighttotaketheircomplainttoanarbiteriftheywishtodo

so;• Providingstudentswithcontactdetailsofpublicand/orindependentarbiter;and• InformingourstaffoftheComplaintsandAppealsPolicyandProcedurestoassistthe

studentswiththeirconcerns.ImprovementOpportunityAnycomplaintoutcomesshallbediscussedatthenextmanagementmeetingtoseeifthereisaneedtoidentifypotentialcausesofcomplaintsandappealsandtheappropriatecorrectiveactiontoeliminateormitigatethelikelihoodofreoccurrenceandifthereisaneedfor:

• Updatinganypolicyorprocedure;• Purchasingnewequipmentorservices;• Providingprofessionaldevelopmenttostaff;• Updatingtherecordkeepingprocedures;and• Otherareasofimprovement.

CHPSchoolofHospitality’sComplianceManagerwillrecordandfileanycomplaints,appealsandtheapplicationofanyimprovements.InformingthestudentWepublishourcomplaintandappealpolicyandproceduresinourstudenthandbooks.Thesehandbooksareavailableonourwebsite.


ComplaintsProcedure

Procedures1. Collectinginformation

• Students,prospectivestudents,staffand/orthirdpartiesareencouragedtocommunicatetheirconcerns.

• Verbalconcernsorcommentsshouldberecorded.StaffshouldencouragethestudenttolodgeaformalcomplaintbycompletingCHPSchoolofHospitality‘CompliantandAppealform’.However,studentshavetherighttostayanonymousiftheyareonlymakingacomment.Forexamples,acommentiswhereastudentmayraiseaverbalissuesuchasbadsmelloracoldclassroombuttheymaynotwish

Yes

No

Yes

ResolvedResolved

√

Talkto

Trainer/Assessor

AcademicConcerns

TrainingAssessment

Re-assessment

CompleteComplaint&AppealForm

RTOManager

Resolved √RTOManagerwill

appointanindependentarbiter

HarassmentDiscrimination

UnprofessionalConductFinancial

Non-Academic

Talkto

AdministrationOfficer

No


tomakeaformalcomplaint.Staffshallrecordtheirconcernandraiseitinthenextmanagementmeetingwithoutmentioningthestudents’nameunlessthestudenthasgivenconsent.

• Acopyofcompletedformshallbereturnedtotheindividualwhocompletedtheformaspartoftheacknowledgementprocess.

• Staffreceivingthecomplaintsorappealshouldtreatthecomplaintwithintegrityandprivacy.

• Thereisnocostforthecomplaintsandappealsprocessunlessitisreferredtoathirdparty.

• Studentswillbeadvisedthattheycanhaveafriend/supportpersonwiththematanytimeduringanyintervieworwhentheypresenttheircase.

2. Processingtheinformation• AcademicappealswillbereviewedbytheComplianceManagerforcorrectiveand

preventativeactionsaswellasforcontinuousimprovement.• Non-academiccomplaintsarereviewedbytheRTOManagerforcorrectiveand

preventativeactionsaswellasforcontinuousimprovement.• AcomplaintcanbedirectedtoCEOimmediatelyifthereisaconflictofinterestor

thecomplaintisrelatedtoamanager’sconduct.3. Furtherinvestigation

• Thecomplaintwillbeinvestigatedbytheappropriatestaffmember.Theymayberequiredtoarrangetwoseparateinterviewswiththepersonmakingthecomplaintandthepersonthecomplaintisabout.

• Staffshallrespecttherightsofourstudents,staffandotherswheninvitingthestudentsandtheirfriend/supportpersontopreparetheirevidenceandtorespondtoargumentspresentedbytheoppositeside.

• Theinvestigationofacomplaintorappealwillcommencewithin10workingdaysofthecomplaintorappealbeinglodgedwithCHPSchoolofHospitality.

• Duringthistime,astudent’senrolmentwillbemaintainedandastudentisrequestedtoattendclassesandsubmitassessmentsasrequired.

4. Makingdecision• Staffmustensuretheprinciplesofnaturaljusticeandproceduralfairnessare

adoptedateverystageofthecomplaintandappealprocessbyconsideringafairandunbiasedprocedureswhenmakingdecisions.

• Thecomplainantsmustbegivenawrittenstatementofcomplaintorappealoutcome,includingreasonsforthedecision.

• AcopyofthecompletedformanddecisionwillbemaintainedonCHPSchoolofHospitalitycomplaintregister.

• Anydecisionand/orcorrectiveandpreventativeactionwillbeimplementedimmediately.


• Regardlessofoutcome,allpartiesaretobenotifiedoftheoutcomeassoonaspossiblebutnolaterthan60days.

• Wewillprovideawrittenexplanationtothecomplainant,ifthematterisnotresolvedinlessthan60days.

• Ifthematterisnoresolvedinternally,thestudentshallbeadvisedtocontactanindependentmediator(suchasTheResolutionInstitute(combiningLEADR&IAMA)http://www.resolution.institute/)oragovernmentagencysuchas,NationalTrainingComplaintsHotlineorASQA.

Remedialaction：

CHPSchoolofHospitalitywillgivedueconsiderationtoanyrecommendationsarisingfromexternalreviewofthegrievancewithin30daysofreceiptoftherecommendations.

5. ImprovementOpportunities

Anycomplaintoutcomesshallbediscussedatthenextmanagementmeetingtoseeifthereisaneedtoidentifypotentialcausesofcomplaintsandappealsandtheappropriatecorrectiveactiontoeliminateormitigatethelikelihoodofreoccurrenceandifthereisaneedfor:

• Updatinganypolicyorprocedure;• Purchasingnewequipmentorservices;• Providingprofessionaldevelopmenttostaff;• Updatingtherecordkeepingprocedures;and• Otherareasofimprovement.

CHPSchoolofHospitality’sComplianceManagerwillrecordandfileanycomplaints,appealsandtheapplicationofanyimprovements.

FeedbackAsCHPSchoolofHospitalityhastheprimeresponsibilityformonitoringthetraining,undertakingtheassessmentandissuingthequalificationitisextremelyusefultoreceivefeedback.Anevaluationfeedbackformmaybeforwardedtoyouattheendofyourtraining.

LegislationThereissomelegislativeinformationthatCHPSchoolofHospitalitywouldlikeallstudentstobeawareofandthisincludes:

• Privacy;• Accessandequity;• Discrimination,bullying,victimisationandharassment;and• WHS.


PrivacyInaccordancewiththePrivacyAmendment(PrivateSector)Act2000,CHPSchoolofHospitalityiscommittedtoprotectingyourprivacyandyourpersonalinformation.ItisnecessaryforCHPSchoolofHospitalitytocollectpersonalinformationaboutyouanddoessobygettingyoutocompletetheenrolmentform.Governmentbodiesmayusethisinformationforstatisticalandreportingpurposes.Wewillnotdisclose,sellorpassonyourpersonaldetailsinanywayotherthanthepurposesstatedwithoutyourconsent.

CHPSchoolofHospitalitywillonlyuseyourinformationforthefollowingpurposes:� day-to-dayadministration� lookingaftertrainees’educational,socialandmedicalwell-being� tosatisfytheRTOlegalobligationsandallowtheRTOtodischargeitsdutyofcare� inthecaseofFSSandRSA/RCGtoreportbacktoNSWauthoritiesincludingtheNSWFood

AuthorityandtheOfficeofLiquor,GamingandRacing.� toprovideprogressreportstoyouremployer(fundedtraineeshipsonly)

Wewillneverreleaseyourpersonalorcontactdetailstoanyotherpartywithoutyourwrittenconsent.Youhavetherighttoaccessyourpersonalinformationrecordedatanytimeandprovideanynecessarycorrections.

CHPSchoolofHospitalityUSIPrivacyNoticeTheterm‘personalinformation’hasthemeaninggiventoitinthePrivacyAct.Ingeneralterms,itisanyinformationthatcanbeusedtoidentifyanindividualwhetherornottheinformationistrue.Iftheinformationwecollectidentifiesastudent,ortheiridentitycanbereasonablyascertainedfromit,theinformationwillbeconsideredpersonalinformation.

CHPSchoolofHospitalityrecognisestheimportanceofprotectingindividual’sprivacyandpersonalinformation.

CHPSchoolofHospitalityisboundbytheAustralianPrivacyPrinciples(APPs)inthePrivacyAct1988(Cth)(thePrivacyAct),studentidentifiersAct2014.TheseActsregulateshowwecancollect,use,discloseandstorepersonalinformation,includingsensitiveinformation,andhowindividualsmayaccessandcorrectrecordscontainingtheirpersonalinformation.

WerespectstudentrightstoprivacyunderthePrivacyActandwecomplywithallthePrivacyAct’srequirementsinrespectofthecollectionandmanagementofyourpersonalinformation.

UniqueStudentIdentifier(USI)From1January2015ifyouareundertakingnationallyrecognisedtrainingdeliveredbyaregisteredtrainingorganizationyouwillneedtohaveaUniqueStudentIdentifier(USI).ThisincludesstudyingatTAFEorwithaprivatetrainingorganization,completinganapprenticeshiporskillset,certificate


ordiplomacourse.

AUSIgivesyouaccesstoyouronlineUSIaccountwhichismadeupoftennumbersandletters.Itwilllooksomethinglikethis:3AW88YH9U5.

AUSIaccountwillcontainallyournationallyrecognisedtrainingrecordsandresultsfrom1January2015onwards.Yourresultsfrom2015willbeavailableinyourUSIaccountin2016.

Whenapplyingforajoborenrollinginfurtherstudy,youwilloftenneedtoprovideyourtrainingrecordsandresults.OneofthemainbenefitsoftheUSIisthatyouwillhaveeasyaccesstoyourtrainingrecordsandresultsthroughoutyourlife.

YoucanaccessyourUSIaccountonlinefromacomputer,tabletorsmartphoneanywhereandanytime.DoyouneedaUSI?YouwillneedaUSIwhenyouenrollorre-enrollintrainingfrom1January2015ifyouarea:studentenrollinginnationallyrecognizedtrainingforthefirsttime,forexampleifyouarestudyingatTAFEorwithaprivatetrainingorganization,completinganapprenticeshiporskillset,certificateordiplomacourse;schoolstudentcompletingnationallyrecognizedtraining;orstudentcontinuingwithnationallyrecognizedtraining.

Youareacontinuingstudentifyouareastudentwhohasalreadystartedyourcourseinapreviousyear(andnotyetcompletedit)andwillcontinuestudyingafter1January2015.

OnceyoucreateyourUSIyouwillneedtogiveyourUSItoeachtrainingorganizationyoustudywithsoyourtrainingoutcomescanbelinkedandyouwillbeableto:• viewandupdateyourdetailsinyourUSIaccount;• giveyourtrainingorganizationpermissiontoviewand/orupdateyourUSIaccount;• giveyourtrainingorganizationviewaccesstoyourtranscript;• controlaccesstoyourtranscript;and• viewonlineanddownloadyourtrainingrecordsandresultsintheformofatranscriptwhichwill

helpyouwithjobapplicationsandenrolmentinfurthertraining.

Ifyouareaninternational,overseasoranoffshorestudentpleasevisitusi.gov.auformoreinformation.HowtogetaUSI?ItisfreeandeasyforyoutocreateyourownUSIonline.

WhileyoumaycreateyourownUSI,trainingorganizationsarealsoabletocreateaUSIforyou.Trainingorganizationsshoulddothisaspartoftheenrolmentprocesswhenyoubeginstudying.Wherethisserviceisprovided,trainingorganizationswillletyouknow.StepstocreateyourUSI–gotowww.usi.gov.auandfollowthesteps.

ThefollowingstepsshowhowyoucancreateaUSI:


Step1HaveatleastoneandpreferablytwoformsofIDreadyfromthelistbelow:• Driver’sLicence• MedicareCard• AustralianPassport• Visa(withNon-AustralianPassport)forinternationalstudents• BirthCertificate(Australian)• CertificateOfRegistrationByDescent• CitizenshipCertificate• ImmiCard

IMPORTANT:Tomakesurewekeepallofyourtrainingrecordstogether,theUSIwillbelinkedtoyournameasitappearsontheformofIDyouusedtocreatetheUSI.ThepersonaldetailsenteredwhenyoucreateaUSImustmatchexactlywiththoseonyourformofID.

IfyoudonothaveproofofIDfromthelistabove,youcancontactyourtrainingorganizationabouttheotherformsofIDtheycanaccepttohelpyougetaUSI.

Step2Haveyourpersonalcontactdetailsready(e.g.emailaddress,ormobilenumber,oraddress).

Step3VisittheUSIwebsiteat:usi.gov.au.

Step4Selectthe‘CreateaUSI’linkandfollowthesteps.

Step5AgreetotheTermsandConditions.

Step6FollowtheinstructionstocreateaUSI–itshouldonlytakeafewminutes.Uponcompletion,theUSIwillbedisplayedonthescreen.Itwillalsobesenttoyourpreferredmethodofcontact.

Step7YoushouldthenwritedowntheUSIandkeepitsomewherehandyandsafe.PrivacyPoliciesandComplaintsStudentscanfindfurtherinformationonhowtheRegistrarcollects,usesanddisclosethepersonalinformationaboutyouintheRegsitrar’sPrivacyPolicybycontactingtheOfficeoftheStudentIdentifiersRegstraron133873orvisitingtheUSIwebsite:www.usi.gov.au.

Theregistrar’sPrivacyPolicycontainsinformationabouthowastudentmayaccessandseekcorrectionofthepersonalinformationheldaboutthemandhowtheymaymakeacomplaintaboutabreachofprivacybytheRegistrarinconnectionwiththeUSIandhowsuchcomplaintswillbedealtwith.

StudentsmayalsomakeacomplainttotheInformationCommissioneraboutaninterferencewithprivacypursuanttothePrivacyAct,whichincludesthefollowing:

• Misuseorinterferenceoforunauthorisedcollection,use,access,modificationordisclosureofUSIs;and

• AfailurebyCHPSchoolofHospitalitydestroypersonalinformationcollectedbythestudentonlyforthepurposeofapplyingforaUSIontheirbehalf.


CHPSchoolofHospitality,itsstaff,andcontractedstaffaretoadheretotheprinciplesandpractiseofEquityinEducationandTraining.Studentswillbeassessedontheireligibilityfortheservicebeingprovided.Selectionwillcomplywithequalopportunitylegislation.

Discrimination,Bullying,VictimisationandHarassmentCHPSchoolofHospitalityiscommittedtoprovidinganenvironmentforworkandtrainingthatisfreefromdiscrimination,bullying,victimisationand/orharassment.Behaviourofthisnaturewillnotbetoleratedinanyformandwillresultintheimmediatedisciplinaryactionthatmayincludeexpulsionfromthecourse.

Ifyoufeelyouhavebeendiscriminatedagainst,bullied,victimisedorharassedyoushould:

• DiscusstheissuewithyourtrainerorthemanagementofCHPSchoolofHospitality• Filloutthe‘ComplaintandAppealForm”.Itisimportantthatyoucomeforwardwithany

complaintyoumayhave.Thiswillensurethatyourrightsareprotectedandthatotherstudentsarealsonotsubjectedtothesametreatment.

• Ifyouarenotsatisfiedwiththewayinwhichyourcomplaintwashandledyoumaytakeittoanoutsideagency,suchastheHumanRightsandEqualOpportunityCommissionortheAnti-DiscriminationBoard.

Allcomplaintswillbedealtwithseriouslyandsympathetically.Confidentialityandprivacywillberespectedatalltimes(pleaseread‘ComplaintsandAppeals’section).

WorkplaceHealthandSafetyWorkplaceHealthandSafetyisdesignatedtoprotectstudentsfrominjuryandillhealth.Trainershaveresponsibilitiesforthesafetyofallpersonsintheircharge.Theywillactivelytakestepstoidentifyhazards,whichcouldcauseharmandtakepromptactiontoremoveorcontrolthem.

Studentsmusttakecareoftheirownhealthandsafetyandthatoftheirfellowstudentstotheextentoftheircapabilities.Thismeansyoumustfollowallsafetyrules,proceduresandinstructionsoftrainersorotherstaffduringyourdaytodaytraining.

Finally,ifyousee,noticesomethingbroke,damagedorunusable,bringtotheattentionofanCHPSchoolofHospitalityemployee.

DisciplinaryProcessDisciplinaryactionmaybetakenwhenthebehaviourofastudentisdeemedasunsatisfactorywithintheguidelinessetbyCHPSchoolofHospitality:

• Wherethereisanybreachintheexpectedbehaviour,thestudentwillbefirstlycounselledbytheTrainer/Assessor;or

• IftheunsatisfactorybehaviourcontinuesorisrepeatedthentheTrainer/AssessorwillreportthemattertoseniormanagementofCHPSchoolofHospitalityfordisciplinaryaction.


AlcoholandDrugsAlcoholanddrugsuseimpairsperformancewithtrainingandwillnotbetoleratedatCHPSchoolofHospitality.Studentshaveadutytotakereasonablecarefortheirhealthandsafetyandthatofothers.

StudentCounsellingOuradministrationisyourfirstcontactpointforassistance.Theadministrationstaffwillbeabletodirectyoutothemostappropriatepersonororganizationtohelpyouwithyourproblems(e.g.legal,counsellingetc.).Youmaycontactouradministrationstaffbyemail:[email protected](02)9590025.

Wewishtoensurethatallstudentsaresupportedintheirstudiestothefullestextentpossible,thusanyonewhoisexperiencinganydifficultieswiththeirstudiesshouldseetheirtrainer,orcontacttheadministrationstaff.

StudentsseekingadviceonWelfareorGuidanceonothermattersmaymakeanappointmentatanytimetoseeRTOManagerforfreeadviceandguidancerelatingto:

• Maximisingyourattendanceandattentioninclass;• Managingyourtime;• settingandachievingyourgoals;• motivation;• waysoflearning;• copingwithassessments;• lookingafteryourself;and/or• academicprogress

StudentSupport,WelfareandGuidanceServicesAdviceStudentsareabletoaccessanindependentmediatorasanadditionalsupportservicetoassistinproblemresolution.Thefollowingcontactsareprovidedforsupportofstudents：

• AustralianTaxOffice http://www.ato.gov.au• CommonwealthofAustralianLaw http://www.comlaw.gov.au• DepartmentofEducationandTraining http://education.gov.au• AustralianApprenticeshipCentres http://www.natinfo.com.au• AustralianIndustrialRelationsCommission http://airc.gov.au• WageNet http://www.wagenet.gov.au• HumanRights&EqualOpportunityCommission http://www.hreoc.gov.au• OfficeoftheFederalPrivacyCommissioner http://privacy.gov.au• AustralianDrugFoundation http://adf.org.au• Quit(Smoking) http://quit.org.au• NSWSmartandSkilled http://smartandskilled.nsw.gov.au• Centrelink http://www/humanservices.gov.au


Studentsarealwaysencouragedtoseektheadviceoftheirtrainer.

InterpretingServiceCHPSchoolofHospitalityManagementandstaffarecommittedtoprovidingenrollingandenrolledstudentswithlanguagebarriers,withadviceandsupportinterpretingservicetoassistwithastudent’songoinglearningandprogressthroughCHPSchoolofHospitalitycourseware.

• StudentsidentifyinglanguagebarriersduringtheenrolmentprocesswillbeadvisedbyCHPSchoolofHospitalitystaffofthesupportmeasuresavailableatCHPSchoolofHospitality.

• StaffwilladvisestudentsthatCHPSchoolofHospitalityallowsstudentswhohavelanguagebarrierstobringaninterpretertosupporttheirlearningonthecourseday.Studentsneedtoarrangeinterpretingservicebythemselves.

• Interpretercanbeafriendorrelativetosupportstudent’slearningonthecourseday.Buttheycannotbepresentintheassessmentprocesswiththestudent.

• Ifstudentsneedaninterpretertobepresentintheassessmentprocess,theinterpretermustbeNAATIapprovedaccreditedinterpreter.

• Trainer/AssessorwillbeinformedbyCHPSchoolofHospitalitystaffregardingtheinterpretingservicearrangementdetailsbyemail.

• Onthecourseday,theinterpreterwillbegivenaninterpreterformtocompleteandhanditbacktothetrainer/assessor.

• IftheinterpreterisNAATIapprovedaccreditedinterpreter,trainer/assessormustchecktheiraccreditedinterpreterapproval(e.g.NAATIinterpreterstamp,interpretercardect.)beforeallowingthemtobepresentintheassessmentprocesswiththestudent.

• Trainer/assessormustkeepandreturntheirinterpreterformwithallothercoursedocumentstoCHPSchoolofHospitalityadminofficeforrecordkeepingpurpose.

SafetyandEmergencyFirstAid

• FirstAidKitislocatedattheAdministrationoffice• AdministrationwillprovideyouwiththenameoftheFirstAidOfficer

IntheeventofastudentrequiringFirstAid,atrainerormemberofstaffwilladministerFirstAidandthestudentmustcompletetheIncidentForm.Shouldmedicationberequired,studentswillbereferredtotheirownGPornurseforadvice.Inthecaseofanemergency,staffwillcallanambulanceandstaywiththestudentuntilitarrives.

EmergenciesAcopyoftheEmergencyProceduresinCaseofFireandEvacuationisondisplay.Ifthereisafireonthepremisesyoumusttellthestaffthereisafire.

Signal


Tellthestaffthereisafire.Thestaffwillcall000ifitissafetodosoandprovidedetails:

• Nameandaddress• Locationoffire• Whatisburning• Staffperson’sname

UpontheDirectionofthestaff

VENTILATION:StopventilationbyclosingdoorsandwindowsEXTINGUISH:Putoutfireiftrainedinuseofafireextinguisherandiffireiscontainable

EvacuationProcedure:

• Donotenterthefirearea• Evacuateallwalkingpeoplefirst,wheel-chairedpeople,thenstaff• Followexitsigns• Checkalltoilet,rooms,ifitissafetodoso• Everyonemeetatalocationdesignatedonthewallchartdisplayed

Youarerequiredtofollowanyinstructionsgiventoyoubythestaffinthecaseofemergency.

Ifyouhaveanyinjuryordisabilitythatlimitsyourmobility,evenifonlyforashorttime,pleaseinformthetrainerwhowillassignanotherstudentorstaffmembertoassistyouinanemergency.

Documents

CHP School of Hospitality - CHP RSL Club - Home...Student Handbook CHP School of Hospitality ABN: 56 000 967 199 RTO Number: 6871