student handbook

 

payment policy 

Payment is required on the day of training payable in cash or by credit card only – we do not provide eftpos facilities.

A 100% refund of any money paid prior to commencement of any course may be claimed if a formal request is received in writing 14 days prior to course commencement. 

A 50% refund of any money paid prior to commencement of any course may be claimed if a formal request is received in writing 7 days prior to course commencement. 

A 25% refund of any money paid prior to commencement of any course may be claimed if a formal request is received in writing 3 days prior to course commencement. 

On the day of commencement of the course there will be no refund available. A formal request can be made in writing for a refund if you have valid reasons for withdrawal where consideration will be made on a case by case basis. In most circumstances a future credit to attend the same course at a later date and time to be negotiated by GTS and the payee.

Where in the event GTS cancels a course; all monies paid by the payee will be refundable unless the payee elects for a future credit. 

Global Training Services (GTS) is committed to upholding relevant commonwealth, state and territories legislation regarding its RTO activities including the principles of access and equity within our services. Our staff recognizes the rights of participants and provides information, advice and support that are consistent with Service Provision Principles. 

Regardless of cultural background, gender, sexuality, disability or age, you have the right to learn in an environment that is free from discrimination and harassment and are treated in a fair and considerate manner while you are involved with us.

If, at any time, you feel that any staff member is not abiding by our service provision principles then report your complaints or grievance to your supervisor / trainer or anyone in a position of responsibility within our organization. You may also complete our complaints and appeals form. 

We regard the key components of client selection, enrolment and induction as central functions within the GTS service provision principles. 

To assist with client selection, we provide clear information on the qualifications and courses that we offer. This includes the location of training, any required skills or knowledge and any additional training pathways. 

Our enrolment process requires the completion of an enrolment form to provide GTS staff with as much relevant information as possible to ensure we provide training suitable to every individual’s needs. All information collected is confidential and subject to our privacy policy in these service provision principles. 

An induction is conducted on the first day of training and these service provision principles are introduced to ensure all learners understand the information contained in the principles. 

GTS provides advice, support and help for any language, literacy and numeracy assistance on request. We will also monitor the needs of our participant’s language, literacy and numeracy skills through our enrolment forms, and through the learning process. 

If at any time we feel a participant is requires any language, literacy and numeracy assistance we will either provide this, refer to the appropriate specialist training organizations where required, or tailor learning and assessment materials to match learner needs. 

In addition to the delivery of training, GTS also currently offers support in: 

  • RPL assessment;
  • Options in learning;
  • Guidance on career options; one on one tutoring;
  • Pre-course interviews, and
  • Training needs analysis. 

Our training and assessment procedures are flexible and take into account participant needs. 

We will ensure that: 

All required resources for the delivery of any course are in place and maintained in good working order;

Training and assessment will only be conducted by qualified staff, and

All training and assessment will be to the nationally set standard prescribed in the relevant training package or accredited course material. 

This means that training and assessment you receive with us is conducted in accordance with the national quality training framework and any qualifications you achieve with us will be recognized anywhere in Australia. 

We will endeavour to provide welfare and guidance to all learners. This includes: 

  • Occupational health and safety;
  • Review of payment schedules when requested;
  • Learning pathways and possible RPL & RCC opportunities;
  • Provision for special learning needs;
  • Provision for special cultural and religious needs, and
  • Provision for special dietary needs. 

Complaints

If as a student at one of our courses you have a complaint about your experience, please contact us immediately. To manage the situation the following applies:

Contact our office to see if the matter can be resolved as we are here to improve and wish that all students receive a good quality service.

If the matter cannot be resolved and/or agreed to then the matter will be forwarded onto senior management to resolve the matter.

If you are dissatisfied with the final decision made by GTS please provide a written letter to us of this dissatisfaction for our review & return within 7 days and if you are still not satisfied you have the right to take the matter to an external party such as ASQA or the Queensland Ombudsmen. 

We have a documented procedure that covers any appeals, complaints or grievances. Should you have an appeal, complaint or grievance contact your GTS facilitator, our reception or a member of our management team for more detailed information. 

To ensure all participants receive equal opportunities and gain the maximum from their time with us, these rules apply to all people that attend any of our sessions. Any person(s) displaying dysfunctional or disruptive behaviour may be asked to leave the session and/or the course. 

  • Dysfunctional behaviour may include:
  • Continuous interruptions to the trainer whilst delivering the course content,
  • Smoking in non-smoking areas,
  • Being disrespectful to other participants,
  • Harassment by using offensive language,
  • Sexual harassment,
  • Acting in an unsafe manner that places themselves and others at risk, and
  • Continued absence at required times. 

Any person who is asked to leave a session or course has the right of appeal through our appeals process. 

All GTS staff and contractors have been inducted in their responsibilities for our access and equity principles. Our staff acts in accordance with our service provision principles and all participants are made aware of their rights and responsibilities. All participants have access to all courses that we conduct irrespective of gender, culture, linguistic background, race, or disability. 

Recognition of prior learning assessment is available to all participants. 

If you believe you have relevant skills and abilities that you have learned in your past please contact the relevant course trainer. They will discuss the evidence requirements you will need to provide and support documentation as required 

Specific course brochures and flyers are available for all GTS courses and services. 

Information on fees, charges and refunds are clearly documented throughout our course information material.

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