Safecity Open Learning Policies

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Access, Equity and Other Special Needs Policy

2.1 Safecity adopts a fair and equitable access policy. Safecity encourages females, indigenous Australians, people from culturally diverse backgrounds, and people with disabilities to enrol and participate in our courses.
2.2 Discretion is used when dealing with disabilities – especially in the security industry. Security can be a physically demanding occupation. If a person is able to demonstrate competency in a given unit, then that person will be awarded appropriate certification.
2.3 In all cases, Safecity will support and encourage all learners, participants and service customers to enable them to demonstrate their level of competency to the best of their ability.
2.4 Safecity demands a fair and equitable attitude toward all of our staff. Please discuss all relevant access to service issues with Safecity as they arise.
2.5 Safecity expects strict adherence to our Policy on Discrimination and Harassment by all staff, clients and/or customers.
2.6 It is Safecity’s duty to ensure that a person is capable of completing required workplace tasks in a safe and thorough manner. While Safecity encourages individuals with physical and intellectual challenges to participate fully in the community and in industry, we have a duty to ensure that all individuals who complete our programs are able to complete the required workplace tasks in entirety, and in a safe manner.
2.7 Safecity complies with all anti-discrimination legislation, as there is no favouritism either way with our training programs. You can be sure that Safecity’s students earn their certificates.
2.8 Safecity will endeavour to supply all learners with any special needs provisions that we can.
2.9 However, it is the responsibility for all learners to tell Safecity if they have a special need. We cannot be expected to provide for your needs if we do not know what they are.
2.10 Special needs may include wheelchair access, language support, literacy support, tuition, and visual aids, and other best practice strategies.

Appeals and Grievances Policy

Policy Details: 1.1 All participants have the right to appeal against decisions made by Safecity or its instructors if these decisions were perceived to be unfair or incorrect. This includes decisions made regarding assessment, participation, or any other aspect of access to services.
1.2 All participants have the right to complain about the conduct of staff, clients of Safecity or other service participants including fellow students if the behaviour and conduct of that person is unprofessional, considered as discriminatory, intimidatory, vilifying or harassing, or unlawful.
1.3 All appeals and grievances will be handled in an equitable, ethical and helpful manner, and will be treated with the utmost confidentiality.
1.4 Safecity will do all it can to uphold the dignity or all persons involved. In return, Safecity expects the same respect toward all of our staff and processes.
1.5 Safecity will do all it can to resolve any issues that cannot be resolved directly with the person(s) involved.
1.6 The contents and details of any complaints, grievances and appeals will be subject to a discussion with all Key Personnel, and any identified areas of improvement must be acted upon.
1.7 The contents and details of all complaints, grievances and appeals will be handled with the utmost confidentiality, and all details will only be considered during discussion for the purpose of improving our services to our clients.
Policy Summary: 2.1 Our Appeals and Grievances Policy and related procedures provide a mechanism for a fair and reasonable resolution to any grievance or appeal against any decision made by Safecity.
2.2 The details of any such issues will be the subject of a key personnel discussion to identify any areas of improvement and to begin the improvement process in that identified area.

Assessment Policy

Policy Details: Outline and Scope

1.1 The context and purpose of assessment is …
a) to determine whether the skills and relevant knowledge have been acquired and retained by the candidate
b) to determine whether the candidate can display their competence in workplace tasks as determined by the training package or accredited course requirements
c) holistic, meaning that a series of tasks can be assessed together rather than singularly
d) relevant to the training package and therefore relevant to the vocational context of the skills being assessed
1.2 The scope of all assessments must:
a) remain relevant to the unit so as to not require skills or knowledge not covered by the unit (or units) of competency being assessed at the time
b) be within the guidelines of the training package or accredited course requirements
c) include vocational application of skills and knowledge whether through workplace assessment, or simulated workplace assessments
d) be flexible in delivery while taking into account the Language, Literacy and Numeracy requirements as set out in the Key Competencies section of the unit

Information

1.3 Assessors must be provided the following information prior to assessments:
a) this policy and relevant procedures
b) Safecity’s requirements for evidence collection and assessment conduct
c) their role in relation to the AQTF, training packages and the National Training Framework
d) specific requirements of the training package(s) or accredited course(s) being assessed against
e) what is currently accepted as vocational competence
f) assessor qualification requirements
g) professional development opportunities
h) using the tools created by Safecity (such as how to use them, and how to record results on them)
i) how the tools were designed using an assessment plan and a brief outline of that process
j) what information to provide to candidates, when and how
k) Safecity’s requirements for assessment validation (how we check if the assessment was compliant with this policy)
l) the appeals process and responsibilities within that process
1.4 Candidates should be provided information on the following prior to the assessment process starting:
a) how to apply for recognition including cost, duration, resources required and any other details
b) time, location and number of assessments planned
c) resources the candidate must supply
d) exactly which unit or units will be assessed
e) the method or methods of assessment
f) the range of evidence that they will need to provide, or that will be collected at the time of assessment
g) any privacy issues such as whether an assessment will be video taped for record storage and obtain consent wherever required
h) any issues of reasonable adjustment
i) who will carry out the assessment
j) responsibilities of candidate in collecting evidence
k) responsibilities of assessors in collecting evidence
l) how and when feedback will be given
m) the right of appeal and review of the candidate
n) appeals processes
o) what to do if they are not satisfied with their results
p) Safecity’s policy on assessment

Assessments

1.5 All assessments must meet the following criteria:
a) the Technical Principles of Assessment as being:
i) fair
ii) valid
iii) reliable
iv) flexible
b) the Rules of Evidence as being:
i) sufficient
ii) authentic
iii) valid
iv) current
c) all assessment requirements for Training Packages, including criteria as set out in:
i) the Elements and Performance Criteria for each unit of competency
ii) Assessment Guidelines for each unit of competency, especially:
(1) Range of Variables
(2) Evidence Guides, including:
(a) Underpinning Skills
(b) Underpinning Knowledge
d) National or State Implementation requirements
e) relevant licensing body assessment requirements
f) the Code of Practice for Assessors (based on international standards developed by the National Council for Measurement in Education) which states:
i) The differing needs and requirements of the person(s) being assessed, the local enterprise(s) and/or industry are identified and handled with sensitivity
ii) Potential forms of conflict of interest in the assessment process and/or outcomes are identified and appropriate referrals are made, if necessary
iii) All forms of harassment are avoided throughout the planning, conduct, reviewing and reporting of the assessment outcomes
iv) The rights of the candidate(s) are protected during and after the assessment
v) Personal or interpersonal factors that are not relevant to the assessment of competency must not influence the assessment outcomes
vi) The candidate(s) is/are made aware of rights and processes of appeal
vii) Evidence that is gathered during the assessment is verified for validity, reliability, authenticity, sufficiency and currency
viii) Assessment decisions are based on available evidence that can be produced and verified by another assessor
ix) Assessments are conducted within the boundaries of the assessment system policies and procedures
x) Formal agreement is obtained from both the candidate(s) and the assessor that the assessment was carried out in accordance with agreed procedures
xi) Assessment tools, systems and procedures are consistent with equal opportunity legislation
xii) The candidate(s) is/are informed of all assessment reporting processes prior to the assessment
xiii) The candidate(s) is/are informed of all known potential consequences of decisions arising from an assessment, prior to the assessment
xiv) Confidentiality is maintained regarding assessment results
xv) Results are only released with the written permission of the candidate(s)
xvi) The assessment results are used consistently with the purposes explained to the candidate(s)
xvii) Self-assessments are periodically conducted to ensure current competencies against the Assessment and Workplace Training Competency Standards
xviii) Professional development opportunities are identified and sought
xix) Opportunities for networking amongst assessors are created and maintained
xx) Opportunities are created for technical assistance in planning, conducting and reviewing assessment procedures and outcomes
1.6 Methods of collecting evidence include:
a) written assessments
b) written assignments
c) role-play participation checklists
d) observation checklists for simulations or workplace assessments
e) observation reports written by Safecity staff
f) unbiased third party reports
1.7 All assessments must be completed using the tools developed and authorised for use by Safecity
1.8 Assessment tools are created using the basic procedure outlined in the Procedures section of this policy

Recording Results

1.9 Results of assessment are always recorded in the following locations:
a) on the actual assessment tool that is used (verified by signatures of both assessor and candidate)
b) in the Student File Database
c) on the Student File Cover Sheet (verified by signatures of both assessor and candidate)
1.10 An assessment should be made of different evidence collection methods, and using several different tools in combination, including a combination of at least two of the evidence collecting techniques outlined in the Procedures – Assessment Tool Development section (and repeated in the Definitions section) by using at least one of the evidence gathering tools outlined in the Procedures – Assessment Tool Development section (and repeated in the Definitions section)
1.11 A complete assessment must cover all aspects of workplace performance including evidence of the dimensions of competency – these being:
a) task skills – all aspects of doing the task, including;
i) performance of the task to the standard described within the unit of competence of the training package
ii) performance of individual actions as well as the whole task
iii) any other standards required by the unit
b) task management skills – including:
i) planning for the task
ii) preparation for the task
iii) integration of a number of different tasks to achieve a complete outcome
iv) scheduling skills
v) time management skills
vi) prioritising
vii) sequence management of interrelated tasks
viii) smooth progression from one task to another
ix) completing different tasks simultaneously
c) contingency management skills – including:
i) responding to irregularities
ii) handling breakdowns
iii) what happens when things go wrong including interruptions
iv) problem solving (answering what if questions)
v) resource problems (including running out of a required item for the task)
d) job role environment skills – all the skills required to fulfil responsibilities of the task within the workplace, including:
i) capacity to work with others
ii) being adaptable to different situations and applications of the task
iii) adopting different methods in completing the same task within different situations
iv) following workplace procedures
v) following legislative requirements
vi) completing tasks within both employer and legislative requirements
1.12 Assessments are conducted in a fair and equitable manner consistent with best practice requirements as outlined in this document
1.13 Assessments are to be conducted by suitably qualified staff following the:
a) AQTF Standards for Registered Training Organisations Standards 7.3, 8.1, 8.2, and 9.4
b) relevant Training Package Assessment Guideline which determines the qualifications / experience of assessors for the training package or individual units

Reporting Results

1.14 Assessment results are determined as soon as possible following the assessment procedure
1.15 Assessment results are provided to the candidate for authorisation of the results where candidates can either:
a) agree with the assessment; or
b) disagree with the assessment
1.16 Candidates must, however, authorise that the assessment was conducted in a manner that is consistent with the Technical Principles of Assessment (fair, valid, reliable and flexible)
Traineeships
1.17 All assessments conducted in the workplace are negotiated with both the employer and learners in the development of a Training / Assessment Plan which outlines the responsibilities of training, learning, and integration of on-the-job training and assessment, including schedules of workplace monitoring and review visits to validate the training and assessment process on-the-job.

Distance

1.18 All assessments for online or distance learners include provisions specific to these programs, including:
a) project work for written assessments
b) written assignments
c) telephone interviews
d) telephone support and tutoring services
e) internet-based submission of assignment materials
f) provision of video evidence for evaluation by an assessor to enable individuals in remote areas to access final assessment services
g) feedback provided by internet-based submissions
h) re-assessment free of charge for an additional 2 attempts at competency for a unit/units

Validation

1.19 Assessment tools and methods are validated for each unit of competency at least once per year by way of review, comparison and evaluation during moderation meetings between different assessment staff of:
a) assessment processes
b) assessment tools
c) evidence collection processes
d) accepted evidence

Fee Structure

1.20 The cost structure for Recognition and Assessment Only services are provided at 50% of the cost of completing the equivalent training program, unit or units, unless otherwise calculated.
1.21 Recognition Fees can be up to (but no more than) the full cost of the training program which is determined at the discretion of Safecity’s management.
1.22 The Assessment-only Fee includes the initial assessment plus a further two attempts at attaining competency in the unit or units being assessed at the time

Appeals

1.23 The assessment decision may be appealed in writing (as per the Appeals and Grievances policy) within 14 days of the assessment decision being made.
1.24 If an appeal is lodged, a re-assessment will be provided. A fee for any such re-assessment on appeal will be at Safecity’s discretion.

Discipline

1.25 The following behaviours will result in disciplinary action being taken according to POL380 Disciplinary Action Policy:
a) any behaviour that can be considered by a reasonable person as cheating, including:
i) reading from notes during an assessment
ii) speaking during an assessment unless either required by the assessment (for example during a role-play or scenario assessment) or speaking to the supervising staff member (including communication in any non-English language) regardless of the purpose of the communication
iii) using sign language during an assessment unless either required as part of the assessment or speaking to the supervising staff member
iv) passing notes or other written communication between participants
v) using technology that is not required as part of the assessment and is not provided approval and direct supervision by the supervising staff member, including palm-top devices, hand held diaries, calculators, pagers, mobile phones or other digital and information technology
vi) reading from manuals or other resources unless approval is provided at the time of the activity to all assessment activity participants
vii) any behaviour or action that may place the student at an advantage over any other student at the time of the assessment.

Practice Environments – Face-to-Face

1.27 Where face to face programs are being completed, assessment personnel must evaluate as much as possible in an environment which is as similar to a real workplace and context as possible.
1.28 Every opportunity to provide a safe, effective practice environment will be taken, including:
a) community excursions
b) field work activities
c) classroom and community based simulations

Practice Environments – Distance education

1.29 Where the program is being completed via distance (at Certificate IV AQF level or above), participants must have access to a workplace relevant to the training program
1.30 While this is not always possible, there are alternative arrangements which can be made, including the suggestion that the candidate:
a) offers services to an external RTO for a small seminar or other service relevant to the topic of expertise
b) offers services to a community college or other similar organisation
c) offers services relevant to the topic of expertise for a small enterprise or community based organisation

Training in Training and Assessment

1.31 Safecity can act as an RTO on behalf of the participants of face-to-face training in the topic of workplace training and assessment in order to provide students access to an operational training and assessment environment

Simulations – Face-to-Face

1.32 All effort will be made to replicate a real working environment where required by a simulation when a real workplace cannot be accessed for training and assessment purposes

Policy Summary: 2.1 The Assessment Policy is a comprehensive document that will ensure that all assessments conducted by Safecity and its staff are fair and reasonable. It outlines all processes involved with the different circumstances leading to an assessment, and outlines in detail the development of assessment tools, evidence collection, recording of results and all aspects of the competence of assessment staff. This policy is in force regardless of the reason for the assessment, including Recognition of Prior Learning, Recognition of Current Competency, or to assess for competency after training.

Certification Policy

Policy Details: Scope

1.1 This policy outlines the requirements and processes for awarding certification of completed units or qualifications which lead to AQF Qualifications or Statements of Attainment.
1.2 It is the responsibility of Safecity’s Head Office Quality Improvement Program to ensure that Nationally Recognised Training Certificates and Statements of Attainment under the Australian Qualifications Framework (AQF) …
a) are only issued for qualifications and units that are from endorsed training packages or accredited courses listed on the NTIS Database (at www.ntis.gov.au); and
b) are for training programs, courses and units within the Scope of Registration for Safecity Training Academy (National Registration Code 1367) as published on the NTIS database (at www.ntis.gov.au – or more directly, Safecity’s page (by searching for our Nat Reg Code) http://www.ntis.gov.au/cgi-bin/waxhtml/~ntis2/org.wxh?page=60&inputRef=122); and
c) comply with the most recent Nationally Recognised Training Logo Specifications endorsed and distributed by ANTA; and
d) comply with the AQF Implementation Handbook (3rd Edition 2002) or subsequent version; and
e) comply with requirements outlined in the Australian Quality Training Framework – Standards for Registered Training Organisations.

Eligibility and pre-certification requirements

1.3 All assessments must be made according to the Assessment policy for Safecity Training Academy.
1.4 All outstanding fees must be paid in full prior to certification.
1.5 The candidate/student/participant is eligible for a Statement of Attainment for the units of competency that have been awarded under the AQF.
1.6 The candidate/student/participant is eligible for Qualification if the units of competency awarded combine to form a recognised qualification under the AQF and according to packaging rules of the relevant training package.
1.7 All other candidates who have completed a training program that does not include one or more units from a recognised National Training Package as endorsed by ANTA are eligible for a Certificate of Completion.

General Certification requirements

1.8 All certificates (whether for a recognised qualification or Statement of Attainment) are to be issued from Safecity’s Head Office.
1.9 Head office will release the certificate to the certifying instructor to be signed and delivered to the successful course participant.
1.10 Certificates, Qualifications and Statements of Attainment will not be released/issued unless all relevant forms and assessment activities and any other relevant evidence is submitted and checked by an authorised Safecity Staff Trainer.
1.11 Either a passport photograph or a digital photograph (taken during training) will need to be provided for all course certification levels recognised under the AQF in order to be placed on the back of each certificate (see relevant section in Form of Certification).
1.12 Certificates will only be issued if the instructor is authorised to conduct the program being conducted, and having the relevant qualifications to perform the relevant training program.
1.13 It is the responsibility of the authorised and qualified Safecity Instructor to ensure:
a) all relevant documentation is in order, complete, and safely transported to Safecity within 7 days of the completion of the program; and
b) a current passport photograph supplied, or clear digital photograph of at least 200 pixels width at 200dpi; and
c) all feedback and course evaluations are distributed and collected with other relevant and attached documentation; and
d) they sign and give certificates to the course participants in a timely manner; and
e) that the certificate is presented to the participant in a clean and undamaged state.
1.14 All course and participant documentation must be provided to Safecity in a timely and orderly manner. Failure to provide the documentation according to requirements set by Safecity will involve delays in processing and releasing certification. Repeated breaches to this clause will be cause for Quality Assurance action or disciplinary action.
1.15 Course Standards for each course may make specific provisions for certification within a specific program which prescribes course specific requirements or specifications.

Form of Certification

1.16 All Qualifications and Statements of Attainment issued under the AQF must comply with the guidelines outlined in the AQF Implementation Handbook 3rd Edition 2002 or subsequent version.
1.17 All Certificates of completion, and all Qualifications and Statements of Attainment issued under the AQF must be signed by the Managing Director (Principal) of Safecity Training Academy.
1.18 Where the Principal is not also acting as the course instructor, the certificate must also be signed by the main instructor of that training course, seminar or program.
1.19 All certificates must have a unique certificate number located on the reverse side of the certificate.
1.20 All Qualifications and Statements of Attainment issued under the AQF must also a digital image of the successful student/participant/candidate on the reverse side of the certificate.
1.21 All certificates of completion, and all Qualifications and Statements of Attainment issued under the AQF must contain the Safecity Training Academy Dragons, and the Rainbow and Castle watermark on the front of the certificate.

Exceptions

1.22 Head office will only release/issue certificates to the authorised certifying instructor prior to the end of a program under exceptional circumstances where there is a real need for the participant to obtain the certificate on the last day of the course. This decision is at the discretion of the Director. Any such requests must be made well in advance and in writing, coupled with a statement of assurance that the individual has displayed competency in all relevant units, and an assurance that all the required documentation, payment and other required information is complete and correct. Safecity will need to know the requirements and justifying reason before the commencement of the training program.

Continuous Improvement

1.23 All participants will be given the opportunity to provide feedback on the course, instructor and services of Safecity.

Policy Summary: 2.1 All certificates are created and issued in a way that will ensure consistency and compliance with any regulatory requirements such as the Australian Qualifications Framework (AQF), and the (AQTF).
2.2 Only authorised instructors for Safecity can issue certificates, Statements of Attainment and Certificates issued under the AQF.
2.3 Only Head Office can produce certificates for certificates, Statements of Attainment and Certificates issued under the AQF, and certificates of completion for non-AQF courses.

Confidentiality and Student Records Policy

Policy Summary: 2.1 All reasonable care is taken to ensure all student records, results and file contents remain confidential. We seek permission from all applicants to enable Safecity staff, any authorised member of a State Training Authority within Australia, or any Government employee to access the records if and when required for the purpose of either:
a) the normal conduct and recording of details and results
b) the normal conduct of advertising and marketing requested information;
c) the normal conduct of training and assessment services;
d) the follow-up requirements such as obtaining feedback, statistical information or validation of training and assessment services;
e) licensing requirements and verification of qualifications;
f) auditing Safecity’s policies, procedures, records management system or other system;
g) Accreditation or Registration requirements; or
h) statistical analysis
2.2 Access to records is strictly limited, and authorisation must be sought from Safecity for any person to access any records for any reason.
2.3 Safecity is required to maintain records for a period of 30 years (or longer) to ensure the ability of reproducing certification where required. If Safecity, for any reason, cannot maintain these records, then they will be turned over to the State Training Authority for the same purpose.
2.4 Safecity will not sell, lease or otherwise distribute personal or contact details with any other organisation, enterprise or person for any reason whatsoever.

Discrimination and Harassment

Policy Details: 1.1 Safecity is a training organisation and service provider which has among students, staff and clients males and females of differing cultural and ethnic backgrounds, religions, creeds, political and social beliefs, marital status and family orientations, levels of disability, and sexual preferences.
1.2 This diversity is respected. Safecity is committed to providing a safe, constructive, fair and equitable learning and service environment which is free from discrimination, vilification, intimidation and harassment, and in line with obligations outlined in federal and state legislation.
1.3 This policy applies to all current and prospective clients, students, course and seminar participants and staff of Safecity Training Academy and its divisions.
1.4 Safecity has procedures in place which assist to effectively handle complaints of discrimination, vilification, intimidation and harassment which:
a) are readily accessible to all individuals and organisations which have dealings with Safecity;
b) observe the principles of natural justice; and
c) provide for disciplinary action wherever required.
1.5 Safecity will not tolerate direct or indirect discrimination against any person or group by any other person or group on any grounds as outlined in this policy and relevant legislation.
1.6 Attributes against which discrimination is not tolerated include (but is not limited to):
a) age;
b) sex;
c) sexual orientation;
d) marital status;
e) status as parent or carer;
f) membership or non-membership of an organisation;
g) trade, occupation or vocational calling;
h) race;
i) religion or creed;
j) impairment or disability;
k) physical features;
l) personal characteristics;
m) pregnancy, childbirth and/or breastfeeding;
n) political orientation, belief or activity;
o) being associated with a person with any of the above attributes.
1.7 Unacceptable behaviour includes:
a) discrimination;
b) harassment;
c) abuse;
d) vilification;
e) slander;
f) intimidation;
g) ridicule;
h) libel or libellous acts or comments;
i) inciting others to any unacceptable behaviour;
j) any other behaviour as specified in any other policy set by Safecity.
1.8 While Safecity does not condone or tolerate unacceptable behaviour of staff as outlined in this policy, Safecity cannot be held responsible for the individual conduct of staff and other individuals.
1.9 At any time, individuals may make formal complaints about the behaviour and conduct of any staff member or another service participant (including students) if their behaviour is considered to be offensive, discriminatory, intimidatory, vilifying or harassing.
1.10 Safecity will respect the confidentiality of all persons who are the victims of harassment, and any person who comes forward with complaints of discrimination, vilification or harassment.
1.11 This policy and its related procedures are to be readily available to all course participants, interested persons, and staff to ensure that our stance on discrimination, vilification and harassment is clear prior to and during any of our business activities.
1.12 All staff in supervisory positions must ensure that the environment is free from discrimination, intimidation, harassment and unprofessional conduct at all times.
1.13 All students and clients are required to be familiar with this and related policies, and are required to adopt the principles outlined within these policies to ensure a positive and safe learning environment is available to all learners, clients and staff.
1.14 Behaviour that contravenes this policy will not be tolerated under any circumstances, and disciplinary action will be taken against any person who breaches this policy.
1.15 It is preferable that complaints will be resolved by way of informal resolution processes which:
a) ensure that the environment is discrimination and harassment free as a rule and not the exception;
b) ensure rapid resolution without confidentiality being breached (especially if the incident was unintentional);
c) ensure cases can be resolved without parties being swamped in lengthy, complex formal procedures;
d) ensure that preventative measures can be utilised without assigning blame;
e) allow for continuous improvement without costly and time-consuming resolution processes.
1.16 All complaints made under this policy are to be handled according to the Disciplinary Action Policy and the Appeals and Grievances policy.
1.17 Certain courses are subject to pre-entry requirements which are not set by Safecity. These pre-entry requirements may be based on legislation, or as a pre-training requirement set by licensing authorities. These requirements are not intended to discriminate against or preclude any persons from participating in the training on Safecity’s behalf.
1.18 Core competencies and key competencies must be met to fulfil the requirements of training packages. Safecity’s decision to provide training and assessment services by distance education or flexible arrangements which include distance education components must be:
a) free of any omission or inclusion that is considered as discrimination against an individual or group;
b) commercial viability of the training and assessment services under the requested circumstances;
c) determined on a course-by-course basis depending on the skills levels and interpersonal requirements of the unit or units in question;
d) comply with training package requirements, particularly in ensuring the appropriate support and assistance for key competency development and assessment.

Policy Summary: 2.1 Safecity abides by all legislative requirements, and will not tolerate discrimination, vilification, intimidation or harassment of any person or group by any other person or group within our influence.
2.2 All individuals are ultimately responsible for their own actions and behaviour, and all are expected to abide by the requirements as set out in Safecity’s Policies.
2.3 Safecity endeavours to create and maintain a positive, safe and constructive learning and service environment for all individuals and groups who wish to access our services. In return, Safecity expects the behaviour of individuals, groups and staff to abide by these policies to ensure that this environment is protected.
2.4 Safecity will not tolerate discrimination, intimidation, vilification or harassment of any person or group by any other person or group, regardless of intention or any causative factors.
2.5 Safecity has adequate disciplinary processes and complaints procedures to ensure all incidents of any unacceptable behaviour are handled in a confidential, timely and lawful manner.

Enrolment and Acceptance Policy

Policy Details: General

1.1 Safecity accepts all reasonable applications for enrolment.
1.2 Enrolment for certain courses is dependant on the endorsement as ‘suitable’ by Police and other regulatory authorities.
1.3 Participation in certain courses is dependant on the continued evidence that the participant is a ‘fit and proper person’ for the industry if such a requirement is a legislated requirement for licensing purposes.
1.4 It is up to the applicant to ensure Safecity receives all required information and forms;
1.5 It is up to the applicant to ensure that correct information is provided during the application process.
1.6 Enrolment procedures follow best practice for access, equity and special needs groups.
1.7 Enrolment procedures may include a telephone or face-to-face interview conducted with all candidates for a given learning program.
1.8 Enrolment forms comply with:
a) AVETMISS reporting requirements; and
b) regulatory body requirements; and
c) legislation such as federal Privacy legislation and anti-discrimination legislation.
1.9 Acceptance of enrolment is dependant on:
a) satisfying pre-training requirements, including pre-training literacy assessments, pre-training application interviews (where applicable), and (where applicable) pre-training criminal record checks; and
b) completion of each question contained within the forms supplied at the point of enquiry; and
c) submission of any required documentation; and
d) payment of a deposit as outlined in the Fees and Charges Policy; and

e) the completion of the declaration section of the application form which also provides for consent to use the information provided for certain purposes.
f) This policy is subject to the policies outlined in the Reference section of this policy.

Language Literacy and Numeracy (LLN)

1.10 There may be restrictions on enrolment acceptance with regards to language and literacy levels for certain training programs. These requirements are set by regulatory bodies, and are in no way a requirement set by Safecity.
1.11 Safecity is obliged under the AQTF to assess the relevant literacy and numeracy skills required for a training program prior to participation being granted. The purpose is to determine if there are any additional needs or skill requirements which need to be fulfilled either prior to or during the training program of interest.
1.12 Where Safecity can assist in LLN, it will.
1.13 Where Safecity cannot assist in LLN, it will refer the individual to a relevant service which can provide the additional assistance needed prior to attempting the program of interest.

Performance Agreements

1.14 Each applicant must undertake and abide by a performance agreement which outlines the expected behaviour of participants throughout the training program.
1.15 Any breach of the performance agreement is grounds for disciplinary action, which may be any of the following (taken from the Disciplinary Action Policy):
a) informal resolution
b) formal resolution
c) allocation of penalties
1.16 Definitions and procedures of these are found in the Disciplinary Action Policy.

Policy Summary: 2.1 Safecity provides for fair and reasonable enrolment procedures and processes.

Expected Attire and Behaviour Policy

Policy Details: Students

1.1 All participants are expected to attend classes well groomed and neatly and appropriately dressed
1.2 Expected clothing may include (but is not limited to):
a) neat jeans and a dress shirt
b) neat casual clothing
c) neat and tidy shoes (including neat, clean joggers or sandshoes)
d) clothing that approximates a uniform
e) a uniform
1.3 Inappropriate clothing includes (but is not limited to):
a) tracksuit pants
b) thongs
c) singlets
d) board shorts
e) items of clothing that may be considered as offensive by any reasonable person
f) sunglasses and hats or caps while indoors
1.4 Expected behaviour includes (but is not limited to):
a) being respectful toward all other participants and the instructor
b) being polite and courteous to all other participants and the instructor
c) punctuality
d) being patient and sensitive to the needs of other participants
e) active, constructive and responsible participation in all activities
f) asking questions relevant to the topic at hand
g) providing comments that add to the learning experience of participants in the group
1.5 Unacceptable behaviour includes (but is not limited to):
a) swearing – regardless of whether the language is used on television or not
b) language that may be considered as offensive – regardless of whether the language is used on television or not
c) harassment
d) abuse
e) vilification
f) slander, ridicule, and/or using demoralising or other comments or language that erode the dignity of the subject
g) intimidation
h) libel or libellous acts or comments
i) inciting others to any unacceptable behaviours
j) discrimination and behaving in an insensitive manner toward individuals regarding their race, religion, sex or other aspect of their person or life that may be considered as offensive or discriminatory
k) disruptive behaviour including:
i) continued interruptions to the class with unrelated materials, questions, or comments
ii) continuing any unacceptable behaviour after being asked to curb that behaviour
l) any other behaviour specified in any other policy set by Safecity.
1.6 Under no circumstances should candidates be under the influence of drugs or alcohol
1.7 The decision to continue to allow a candidate to participate in a training program is at the discretion of the Instructor and Safecity’s Quality Assurance team, as well as the processes outlined in the Disciplinary Action policy
1.8 The most important part of any training program is the development of individual and group learning in an open, honest and positive learning environment
1.9 The aim of this policy is to provide the foundation for professional presentation of all candidates which may assist them in their future endeavours
1.10 Students must not accept abuse or harassment from any other person while inside the influence of Safecity, and must notify an uninvolved Safecity staff member immediately

Staff

1.11 All staff are expected to be well groomed and neatly and appropriately dressed in either:
a) a suit or neat informal attire
b) an approved Safecity uniform
c) other approved attire
1.12 Unacceptable attire for Safecity staff includes (but is not limited to):
a) jeans
b) singlet shirts
c) tracksuit pants
d) tracksuit tops and sloppy-joes
e) thongs
f) board shorts
g) items of clothing that may be considered as offensive by any reasonable person
h) sunglasses and hats or caps while indoors
1.13 Under no circumstances should staff be under the influence of drugs or alcohol during work, or for 24 hours prior to working on behalf of Safecity as doing so will:
a) compromise the safety of self, students and other staff
b) may be illegal (if handling prohibited weapons in the course of their duties)
c) compromise the integrity, professionalism and moral standards required by all staff
1.14 All staff must treat all other persons with whom they have contact during the course of working on behalf of Safecity (including staff, students, clients and the public in general) with:
a) due effort to ensure duties are performed to the best of their ability
b) honesty
c) integrity
d) compassion
e) courtesy
f) respect
g) fairness
h) diligence and contentiousness
i) ethics
j) professionalism
k) impartiality
l) natural justice principles
1.15 Staff must take all possible care in the use of Safecity property, goods, services, facilities and information, and ensure they are used efficiently, carefully and honestly
1.16 Safecity resources are not to be used for private purposes unless permission has been granted by the Director
1.17 Staff must ensure that all information concerning students, staff and Safecity as an organisation are handled with confidentiality and due care, and are secured against:
a) unauthorised access
b) modification
c) disclosure
d) loss
e) misuse
1.18 Staff must be aware of their responsibilities and are required to follow all set procedures relating to record keeping, completion of forms, and student records
1.19 Staff must ensure that files are kept in their designated places, and that the files are:
a) not removed
b) not damaged
c) not interfered with
d) kept updated at all times
e) capable of providing organisational accountability when officially scrutinised
1.20 Staff must not access information that they are not authorised to access or use, and must not allow any other person to do so.
1.21 Staff must take all reasonable precautions, including following password maintenance protocol and file protection measures to prevent unauthorised access of files
1.22 It is the responsibility of all staff to disclose any conflict of interest which would
a) affect the completion of normal work activities
b) compromise any of the values outlined in this policy
c) undermine the mission, objectives, values or activities of Safecity Services and any of its divisions
1.23 Staff are obliged to avoid any consequences resulting from such situations.
1.24 Staff must not accept gratuities, gifts, commission, or benefits from clients, students or organisation outside Safecity if the intent of the gift is (or could be used) to induce staff to alter standards of equity, other requirements, or compromise Safecity Services in any way. As a general rule, staff must not accept gifts or benefits if it could be seen by the public (knowing the full facts) as intended or likely to cause that person to either:
a) perform their work in way that is not usual or acceptable
b) deviate from their proper or usual course of duty
1.25 Staff may accept token gifts only if
a) the full circumstances have been explained to the Director; and
b) the Director has approved; and
c) the gift (in its entirety) is disclosed in writing; and
d) the value of the gift is proportionate and reasonable under the circumstances
1.26 Staff must not take (or seek to take) advantage of their position for any personal gain for themselves or any other person
1.27 Staff may not speak publically on behalf of Safecity or the industry unless:
a) attendance at the interview, forum or other event is approved by the Director
b) content, possible questions and any issues relevant are discussed in detail with the Director, and acceptable answers are discussed prior to the event
1.28 Staff speaking publicly must ensure:
a) no comment implies the position is that of Safecity
b) confidentiality is upheld
c) comments made do not affect the conduct of Safecity’s business operations
d) comments do not affect colleagues or student activities and normal duties
1.29 Staff may only disclose confidential and restricted information or documents acquired in the course of their employment only when:
a) they are required to do so by law
b) in the course of their normal or required duties
c) called to give evidence in a court of law
d) proper authorisation has been provided by the Director
e) consent has been given by the student
1.30 Where staff are entrusted with information of a restricted, confidential or commercial-in-confidence nature which (if released) may compromise Safecity’s valued position or infringe on the privacy of staff, students and/or clients, the information must not be divulged
1.31 Staff must not participate in procedures for selecting, appraising, termination or transfer of any person with whom they have, or have had a close personal relationship (including familial relationships)
1.32 Staff must ensure impartiality and integrity of assessment, training and other services at all times, and must note that a familial or personal relationship with a student may compromise this position
1.33 Staff must not accept student abuse or harassment
1.34 If a staff member is abused or harassed by a student, the staff member should report the situation to the Director immediately
1.35 Staff must comply with legislative requirements and industrial obligations, including (but not limited to)
a) equal employment opportunities where impartiality on the basis of sex or other attribute is required
b) occupational health and safety where safety of all persons at work is the responsibility of all staff, and that due care is taken by all individuals to prevent and reduce the risk to the health and safety of others in the workplace
1.36 Staff must comply with all policies and procedures set by Safecity Services and its relevant divisions
1.37 Staff must strive to keep informed of advances and changes in their chosen discipline, and maintain high professional and ethical standards relevant to their areas and expertise
1.38 It is the responsibility of all staff to:
a) collect and maintain adequate evidence to support all decisions made
b) treat all other persons with courtesy
c) be sensitive to the rights of other individuals, and provide all necessary and appropriate assistance
d) avoid waste of resources
e) take due care of the resources allocated for use by Safecity and/or its divisions
f) completely avoid compromising their position and the professional and ethical standards adopted and promoted by Safecity for personal gain for themselves or other persons
g) completely avoid taking improper advantage of any official or unofficial information gained in the course of employment
h) completely avoid displaying behaviours toward any other person which may be seen by any reasonable person as:
i) slanderous
ii) libellous
iii) harassment
iv) discrimination
v) inappropriate
vi) unethical
vii) unprofessional
viii) irresponsible
i) act responsibly when being made aware of any of these behaviours being displayed by a colleague, client or student. In any such situation, provide the information to an uninvolved senior member of staff
j) strive improve own work performance on a continuous basis to pursue and achieve personal and professional quality improvements
1.39 Safecity allows staff employment outside Safecity providing the performance, obligations and responsibilities of the job role duties are not compromised, and that the external employment:
a) does not place the staff member (or any other) in a position where a conflict of interest occurs or can be perceived to occur
b) does not involve the use of Safecity resources for such private/personal use without authorisation and recompense
c) the duties involved with the other organisation are not the same duties required by Safecity Services or any of its divisions
1.40 The aim of this policy is to provide the foundation for professional presentation of all staff

Policy Summary: 2.1 Safecity has standards of dress and behaviour that we require of our course participants. Safecity provides a positive learning environment free of all forms of discrimination and negative influence. In return, Safecity and its staff request that you respect that environment by behaving and dressing in a way that will add to (rather than detract) from the learning experience.

Fees and Charges Policy

Policy Details: 1.1 Refunds are not covered by this policy, but are the subject of the policy document POL315 Refunds
1.2 Current course fees are located on the openlearning.edu.au site.
1.3 A 10% non-refundable administration fee deposit will be required on or before the first day of training.
1.4 The remainder of the course fee must be paid prior to the completion of the course, unless an agreement is made with the Financial Manager (see the clause on Payment Plans below).
1.5 Course fees as outlined on the Safecity Support Website:
a) includes general tuition and assessment;
b) includes required training materials such as a Safecity Manual for the course;
c) does not include notebooks, pens, or other stationary;
d) does not include recommended or required text books, unless otherwise stated;
e) includes the initial issuance of a certificate, and only one re-issue on a lost or misplaced certificate.
1.6 Course fees cover three attempts at attaining competency in any unit or units covered by the course (the initial attempt during the conduct of the course, and two further attempts). Any attempts after the initial three are charged at 50% of the cost of that unit for each subsequent attempt. The cost of the unit is located on the Safecity Support Website as outlined above.
1.7 Text books purchased through Safecity will be given an 8% discount as part of the Educational Textbook Subsidy Scheme, and may also include a student discount. Please refer to the Text Book Listing and price list for current prices. Please note that these text book prices are subject to change without notice. Books purchased through the bookshop will also incur a freight charge if posted.
1.8 Payment Plans are available to participants on arrangement only with the Financial Manager, and are subject to the following conditions:
a) that the applicant has a real financial need for assistance; and
b) that a formal agreement be made between Safecity and the participant for the payment of a 10% (non refundable administration fee) deposit, and the balance to be paid at agreed intervals of an agreed monetary value; and
c) that the regular, affordable payment is made at the agreed intervals; and
d) that all changes in payment arrangements agreed with Safecity are discussed with the financial manager, including (but not limited to):
i) inability to make a regular payment
ii) unforseen financial commitments at any period during the agreement
iii) lump sum payments either before due date or after due date for single or full payment
e) and that the balance of the course fee is paid before the full qualification or part qualification is issued
1.9 There are no additional fees or interest rates charged for payment plans for courses.
1.10 All fees must be paid in full before Safecity can issue the full qualification (or part-qualification if a full qualification is not completed).
1.11 A Statement of Attainment may be issued at the discretion of Safecity before the fees are paid in full, with the following conditions placed on any such exemptions granted:
a) Arrangements must be made with the Financial Manager; and
b) The Statement of Attainment does not include all units having been completed during the enrolment period
1.12 Safecity Training Academy agrees that once enrolment for a course is accepted and the course has commenced, we will complete the delivery of the course.
1.13 Safecity agrees to notify all applicants enrolled in a course of any required postponement within 7 days of the start date of the said training program.
1.14 All applicants who wish to withdraw from an upcoming course must notify Safecity least 7 days prior to the start date of the course.
1.15 There are no discounts or reduction of course fees for any student, including multiple family enrolments, concession card holders, or individuals on benefits of pensions for standard courses. The reason is that our fees are already discounted and reasonable, and other options are available for financial assistance purposes.
1.16 This policy does not cover Information on course fees and concessions for government funded training, including traineeships. Such information will be provided to applicants upon enquiry and application of government funded courses or traineeships. Such information is State and Territory specific, and is also course specific, and is supplied at the time of enquiry and through separate information packages.
1.17 All fees paid for courses, equipment or other services that are paid in advance are placed in a separate account from the main trading account to ensure a full refund is available should the enrolment, purchase or provision of service not be completed for any reason
1.18 All fees paid to Safecity become course fees on the first day of the course that the candidate is enrolled in and attends
1.19 The only guaranteed price list is located on the Safecity Support Website at http://www.safecity.com.au/support.htm on the left side (3rd link down called Course Fees)
1.20 Safecity will ensure that all prices on the Course Fees website are updated within 24 hours of the price change
1.21 It is the responsibility for all candidates to ensure they access the most current prices by viewing the website regularly
1.22 All prices are provided to the customer prior to payment arrangements being made – usually by telephone during the initial enquiry for services
1.23 All payments made for services other than courses, and payments for the sale of equipment are on a Payment Before Dispatch basis unless otherwise agreed in writing with the Financial Manager, with exceptions being:
a) Government Purchases where an official Purchase Order has been provided
b) Stable organisations who have issued a formal proposal on letterhead stating that payment will be forthcoming, and providing a written guarantee that the payment will be made as soon as possible, accompanied by a purchase order
1.24 All prices are subject to change without notice, and within reason.
1.25 Purchases made with credit cards must be accompanied with a signature.
1.26 For mail or internet order purchases made with credit cards, and authorisation for the sale must be provided by the card holder.

Policy Summary: 2.1 All unusual payment arrangements such as deferment of payment, payment plans, or purchase order purchases must be arranged through Safecity’s Financial Manager or authorised delegate.
2.2 Qualifications cannot be issued until the course fees are paid in full.
2.3 All course fees include a 10% non-refundable administration fee which is payable as a deposit prior to the start of the course.
2.4 Prices for all courses, services and equipment are made known to customers by either the Internet, or by any other means that ensures the customer is fully aware of the full cost of our services and equipment before purchase.
2.5 See our current price list for courses at http://www.safecity.com.au/support.htm on the left side (3rd link down called Course Fees).
2.6 Any money paid in advance is fully protected to ensure a full refund is available if required before the enrolment or sale is finalised.
2.7 Payment plans for courses are available on application and approval with the Financial Manager.
2.8 Payment of the cost of services and products other than course fees are payable up-front prior to dispatch or service delivery.

Mutual Recognition Policy

Policy Details: 1.1 Safecity recognises all AQF compliant certification issued by all other Registered Training Organisations
1.2 There are no conditions placed on the acceptance of any AQF compliant qualifications (or parts thereof issued as Statements of Attainment) issued by any other RTO
1.3 All training is subject to assessment against the relevant training package as outlined in the POL510 Assessment Policy
1.4 This information must be provided to all potential applicants prior to enrolment in the form of either:
a) a written statement
b) a letter
c) a brochure
d) any other documented format

Policy Summary: 2.1 Safecity recognises AQF qualifications and Statements of Attainment issued by all other Registered Training Organisations. Normal rules of evidence will apply (these rules being currency, authenticity, validity and sufficiency).

Outsourcing Policy

2.1 Safecity does not outsource its services to external organisations.
2.1 Safecity employs the services of individual trainers at times. These individuals must meet the same rigorous standards expected by our key staff.

Quality Improvement and Risk Management Policy

Policy Details: 1.1 Safecity implements a Quality Improvement Program which is responsible for:
a) ensuring full staff participation in the development, implementation, monitoring, improvement and review of policies, procedures and work practices; and
b) full analysis of areas of potential risk associated with the conduct of assessment and training services; and
c) full analysis of risks concerned with complying with the Australian Quality Training Framework Standards for Registered Training Organisations (herein AQTF Standards) and Occupational Health and Safety requirements (herein OH&S); and
d) management of identified risks concerned with complying with the AQTF Standards and OH&S; and
e) correction and prevention of any failure to comply with the AQTF Standards and OH&S; and
f) determining and implementing corrective action for any identified areas of risk; and
g) the continuous improvement of Safecity and its services.
1.2 Identification of risk is completed using the appropriate checklist, table, form or other approved recording system or device for the area or function being examined.
1.3 Risks are categorised into four identified areas of risk (note sample lists are not comprehensive):
a) People (includes potential and actual staff, clients and participants, and any person who enters a worksite)
b) Documentation (includes policies, standards, forms, training and assessment materials, training packages)
c) Process or Procedure (the way things are done – including documented procedures or the failure to comply with procedures)
d) Facilities and Resources (including site, office, training facilities – whether hired, leased or purchased, and training resource equipment such as radios, metal detectors, data projector, and computer systems or software)
1.4 Analysis of identified risk is completed using the appropriate approved risk management analysis tool, system, table or other approved analysis method that is appropriate for the area or function being examined.
1.5 Risks of non-compliance (herein Opportunities for Improvement) with the AQTF Standards or risks to the health, safety and welfare of individuals in the workplace are determined by analysing each of the standards, work practices, procedures, equipment and sites against the four categories (1.3a-d)
1.6 All identified opportunities for improvement are discussed with all key staff, recorded in a System Improvement Record, and …
a) countermeasures, solutions, or appropriate strategies are identified,
b) identified strategies are discussed for appropriateness and effectiveness
c) given to the Director of Quality Assurance for processing and approval
1.7 Action plans are created from discussion by key staff from Section 1 of the System Improvement Record to outline what needs to be done, who needs to do it, and the time frame for the action, and recorded in Sections 2 and 3.
1.8 Corrective or preventative measures are identified where required and recorded in Sections 2 and 3 of the System Improvement Record
1.9 Tools, systems, policies, procedures and standards are created or modified as a result of any relevant discussions and action plan requirements
1.10 Each tool, system, policy, procedure and standard is monitored on a continuous basis, either as required, or as specified in the relevant schedule for review.
1.11 All details of risk management are included in our Risk Control Table (found in the Risk Management and Quality Improvement Excel Workbook).
1.12 All details of Continuous Improvement are logged in the Improvements Register of the Risk Management and Quality Improvement Excel Workbook.

Policy Summary: 2.1 Safecity adopts a Continuous Improvement and Risk Management strategy in relation to all areas of its business. The adoption of a Quality Improvement Program aims to determine, correct, prevent and review all areas of our business to ensure we comply with all legal, ethical and professional standards that we have adopted.
2.2 Safecity asks our clients and customers to help in this process by providing us with feedback on our products and services.
2.3 Safecity uses the feedback we collect from our clients and customers to improve our policies, procedures, processes, products and services.

Refunds Policy

Policy Details: 1.1 Refunds are provided for the following reasons:
a) the individual has been deemed “unsuitable” for training in the security industry by relevant authorities and authorisation has been refused
b) the individual is unable to commence the training program due to unforseen circumstances
c) the individual is unable to continue or complete training as a result of circumstances beyond their control, or those causing personal hardship
d) a candidate’s behaviour, attitude or actions are considered inappropriate or distracting to other candidates, and that person has been asked to leave the course
e) Safecity (at its discretion) has determined on review of a case that a refund will be provided to the individual
1.2 This section is directed to participants:
a) If, through no fault of your own, you are unable to successfully complete any component of the course, you will be enrolled in the relevant component of the next course free of charge. Such cases may include accident, injury, or other medical or personal emergencies. Please contact Safecity and discuss your options as soon as practically possible.
1.3 Safecity will forward refunds to the person who made the payment. This may not necessarily be the person participating in the course as a result of the transaction.
1.4 Refunds are calculated on a time-lapsed basis as follows:
a) calculations of all refunds are at the discretion of Safecity
b) the time-lapse calculation of a refund
i) is still subject to the non-refundable administration fee of $250 as a minimum fee to a maximum of $500 deposit, to a maximum value of 50% of the course fee (applicable for higher level qualifications such as Diploma courses)
ii) is calculated by the amount of time that has passed in relation to a 10 week period from the enrolment date to the refund request date in increments of 1 calendar week (e.g Wednesday to Tuesday). Partial weeks are not considered.
Example 1: A person is enrolled in a distance education program for exactly 4 weeks before requesting a refund. They have not submitted any assignments. The refund total will be less the $250 deposit less 40% of the remainder of the course fee.
Example 2: A person is enrolled in a distance education program for 3 weeks and four days, the refund period is calculated at 4 weeks. The calculated refund is the same as in Example 1.
Example 3: A person is enrolled in a distance education course, has not submitted any assignments, and then requests a refund 11 weeks and two days after the enrolment date. The candidate is not eligible for a refund.

c) The calculated refund is determined using the Refund Calculator which requires the operator to place the following information into the spreadsheet in order to correctly calculate a refund provided on the Course Proportion Completed basis:
i) the number of weeks passed that is itself calculated by calendar weekly increments outlined in 1.4 above
ii) the course fee
iii) the amount of money the candidate has already paid to date
d) The use of the Refund Calculator will ensure that there are no errors in calculation, and that there is equity across all courses, qualifications and participants
1.5 Refunds will only be issued after all training materials have been returned where applicable, and determined to be in good condition (no marks, tears, bent pages or pen marks). Safecity reserves the right to deduct the replacement value of “unused” training materials that have been returned in less-than-resale condition, and the cost will be deducted from any calculated refund, based on the following:
a) 30 cents for every page that needs replacing (as both sides must be reprinted and drilled)
b) $6.00 for every folder that needs replacing
c) $3.00 for every colour or black and white insert cover that needs replacing
d) $3.00 for every inside cover that needs replacing
e) $350.00 for every Risk Management Resources – Disk 1 that is damaged, lost or not returned
f) $25.00 for every Risk Management Resources – Disk 2 that is damaged, lost or not returned
g) $50.00 for every Risk Management Resources – Disk 3 that is damaged, lost or not returned
h) $40 for every standard Certificate IV in Training and Assessment manual posted to candidates (not including the downloaded or emailed versions of the manuals)
1.6 With regards to goods sold/purchased, items are refunded or exchanged only if there is a fault with the item and the application is made within 5 days of you receiving the goods.
1.7 There is no provision for refund or exchange for any change of mind or preference, or if goods are damaged after purchase and receipt of the items in good working order.
1.8 All money paid in advance must be made available for a full refund if needed, and will remain in trust until the first day of a training program in which the candidate is enrolled, OR until the goods are dispatched to the customer.
1.9 In the specific cases where a Pre-Training Criminal Record Check has not been returned from the NSW Police Security Industry Registry as Suitable prior to training course commencement, Safecity must ensure that;
a) the participant knows that they will be asked to leave if their P607 form is returned to Safecity as “Unsuitable”,
b) the person must be provided a full refund regardless of time spent in the classroom when:
i) the said P607 form is returned by fax from the Security Industry Registry as “Unsuitable”; and
ii) on return of the training materials
1.10 All monetary refunds are provided to the person who paid the funds, in the form that the funds were paid, so that:
a) credit card payments from the person who accessed our services are credited to that credit card;
b) credit card payments made by a third party are credited to the card holder of that third party card;
c) cheques are made out to the payee of the cheque, which may not be the person who accessed the services
1.11 Payments that had been made, and were either:
a) held on request by the payee and were not processed; or
b) held and not processed for any other reasons;
are not eligible for a refund as there was no actual transfer of funds – however, the person is entitled to receiving the held cheque or credit card sales voucher.
Please Note: Safecity will not destroy any such financial documents on behalf of the “payee”, but will return the materials to the “payee” for them to destroy the records themselves.
1.12 Refunds may be issued as a credit toward another training program or service at the discretion of the Financial Manager
1.13 Safecity will issue refunds at the earliest possible convenience upon application for a refund
1.14 Each request for refund is determined on a case-by-case basis following this refund policy and all refunds are provided at the discretion of Safecity Services and its divisions
1.15 In the event of a course being either cancelled, postponed, or rescheduled due to insufficient enrolments, all individuals enrolled in that program will be offered the choice of either:
a) obtaining a full refund; OR
b) attending a later program of the same type and value; OR
c) transferring the funds to a different training course and either paying or obtaining a refund for the difference in course fees for the new course
1.16 All individuals enrolled in a Safecity program can transfer to a later course, however, please note the following:
a) no additional fees or charges will be required to transfer from one scheduled course to another
b) the enrolment date remains the same date as outlined in the definitions section of this policy
c) all applications for transfer from one scheduled course to another must be requested by using a Course Transfer Form
1.17 This policy is subject to a reasonable timeframe clause, meaning that if the request for a refund is provided within a reasonable timeframe, it shall be considered. Any request that is considered well over the refund period is not considered to be a reasonable timeframe. As each situation is considered individually, it is not possible to stipulate exactly what a reasonable time frame would be, as that may change with the circumstance, but a general rule could be that one month after the expiry of the refund period is no longer considered to be a reasonable time frame unless there are extenuating circumstances that would warrant that time frame to be somewhat extended.

Policy Summary: 2.1 Safecity offers a fair and reasonable refund policy that is clear and available to all individuals.
2.2 The refund policy should be read in its entirety, therefore, there is no policy summary for this policy.

Policy Rationale: 3.1 Refunds are calculated on a time-lapsed basis as there are administrative costs involved at enrolment and throughout the duration of the program – including:
a) internet costs for distance programs and support services
b) administration charges
c) software and database maintenance which includes annual software licensing, reporting and administration staff time
d) postage and handling
e) printing and replacement of damaged materials
f) staff wages
g) phone charges
h) electricity usage
i) consumables use such as paper, toner, and wear and tear on machinery used for photocopying, internal printing and data entry
j) administration such as data entry, processing payments, staff wages, and general administration costs
k) course and training material development

3.2 By the time a person enrols in a course, we have already incurred costs such as electricity and internet charges, postage, wages, paper and printing costs, and incurred bank fees for processing payments, administrative costs, data entry, database entry, verification of USI and therefore national reporting. Safecity may also have provided training materials which are sometimes written on, marked or otherwise require further printing to bring the materials back to a reusable state. Other costs include data entry, and tuition.

3.3 The above costs are also the rationale for the non-refundable administration fee.

3.4 Training material development is constantly occurring, although the majority of industry effort occurs every three years per training package to ensure alignment with revised training package units and qualifications structures.

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