Information, Advice & Support Services
LGS TRAINING PTY LTD RTO is committed to integrating Access and Equity principles within all our services that we provide to our clients. All staff recognise the rights of learners and provide information, advice and support that is consistent with our Code of Practice.
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 be treated in a fair and considerate manner while you are studying with us.
If, at any time, you feel that any staff member is not abiding by our Code of Practice then report your complaints or grievance to your supervisor / trainer or anyone in our organisation, or complete our complaints and appeals form.
We provide and support the following services within our Code of Practice:
Client selection, enrolment & induction / orientation procedures
We provide clear information on the qualifications / courses that we offer. This includes the location of training, any required skills or knowledge and any additional training pathways.
Our enrolment process requires you to complete an enrolment form and provide as much relevant information as possible to ensure we provide training to suit your need. All information collected is kept confidential and subject to our Privacy Policy in this Code of Practice.
We also conduct an induction on the first day of training and go through this Code of Practice to ensure that all learners understand the information contained in this Code of Practice.
Course information
Specific course brochures and flyers have been developed for all of the courses that we currently offer. Learner information sheets for each course and its content are also available at reception and on our website.
Fees & charges
Information on fees, charges and refunds are clearly documented in the above course brochures and flyers and is also available through our website.
Provision for language, literacy & numeracy assessment
We provide advice, support and help for any language, literacy and numeracy assistance on request. We will also monitor the needs of our learner’s language, literacy and numeracy skills through our enrolment forms, and through the learning process. If at any time we feel a learner is requires any language, literacy and numeracy assistance we will either provide this or tailor learning and assessment materials to match learner needs.
Client support
We currently offer support in (i) RPL assessment; (ii) options in learning; (iii) guidance on career options; (iv) one on one tutoring; (v) pre-course interviews; (vi) training needs analysis; and (viii) information on our web-site.
Flexible learning and assessment procedures
Our training and assessment procedures are flexible and take into account learner 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
- 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 done in accordance of the national quality training framework and any qualifications you achieve with us will be recognised anywhere in Australia.
Welfare and guidance services
We will endeavour to provide welfare and guidance to all learners. This includes (i) Occupational Health and Safety; (ii) review of payment schedules when requested (iii) learning pathways and possible RPL & RCC opportunities; (iv) provision for special learning needs; (v) provision for special cultural and religious needs; and (vi) provision for special dietary needs.
Appeals and complaints procedures
We have a documented procedure that covers an appeal against an assessment decision. Should you wish to lodge an appeal contact the Training Manager. We have a documented procedure that covers complaints. Should you wish to lodge a complaint about any aspect of our service please contact the Training Manager.
Disciplinary procedure
To ensure all learners 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) whom displays dysfunctional or disruptive behaviour may be ask 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
- 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.
Staff responsibilities for Access and Equity issues
At LGS TRAINING PTY LTD RTO, all staff have been inducted in their responsibilities for our access and equity principles. Our staff act in accordance with our Code of Practice and all learners are made aware of their rights and responsibilities. All learners have access to all courses that we conduct irrespective of gender, culture, linguistic background, race, or disability.
Our trainers will offer learners with specific needs alternative means of assessment. The training manager may give approval for an interpreter to assist a learner where necessary.
Recognition of Prior Learning (RPL) arrangements
Recognition of prior learning assessment is available to all learners. 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.
Refund Policy
As a learner you pay an agreed fee upon commencement of a course in which you are enrolled. Course deposits will be accounted separately and are not accessed until course commencement. A 100% refund of any money paid prior to commencement of any course may be claimed if a request is received in writing 14 days prior to course commencement.
On attending the course a 50% refund is available within the first 14 days if you have valid reasons for withdrawal or decide the course is not for you. After this time no refunds will be given.
Access to Records
You may view your records by calling to our office between 10am & 3pm Monday to Friday (excluding public holidays) and speaking to the Training Manager. You will be asked to provide identification and to sign the Learner Access Sheet.
If you are unable to visit our office you may request a copy of your records by sending a letter to the Training Manager. The letter must include your full name, date of birth, the qualifications or courses you attended and the year of attendance. A daytime telephone number will help us process your request.
We will send the records to the address we have on file for you. If you want us to send them to a different address please specify this clearly in the letter. We reserve the right to charge you for photocopying and postage for this service.