Training offered by the RTO is underpinned by policies and procedures which are based on the AQTF 2007 Essential Standards for Registration. It is not only important that the prospective training participant understands these policies and procedures, it is also a requirement of the Standards that the policies and procedures are circulated, understood and implemented throughout the RTO.

The following policies relate specifically to nationally recognised training, outlining the procedures for ensuring the RTO.

Training Participant Complaints and Appeals

The UnitingCare Community Registered Training Organisation (RTO) is committed to dealing in a constructive and timely manner with training participant complaints and appeals against decisions made by the RTO. 

Fees and Refund Policy

The RTO is committed to working within a fair and transparent framework with the charging of fees, providing protection for those fees paid in advance and giving refunds of payments, where appropriate, for all courses offered by the RTO.

Access, Equity and Information to Training Participants

The RTO will apply access and equity principles and provide timely and appropriate information, advice and support services to assist training participants to identify and achieve desired outcomes. The RTO will disseminate clear information to each training participant, prior to enrolment, and on commencement of the course offered, and ensure relevant RTO policies are accessible by all training participants.

RTO Staff Recruitment, Induction and Development

The RTO will ensure that each member of staff who is involved in training, assessment or client service is competent for the functions they perform.

Strategies for Learning and Assessment

The RTO will identify, negotiate, plan and implement appropriate learning and assessment strategies to provide quality training and assessment across all of its operations.

Controlled Document Policy

Controlled documents will be formulated to enable UnitingCare Community to develop operational systems that promote best practice in all aspects of document production. Controlled documents will adhere to the defined indexing and formatting conventions to ensure consistency and manage version control.

Quality Framework

UnitingCare Community (UCC) is committed to the development of a ‘Quality Framework’ that is underpinned by the 12 Principles of Business Excellence as defined in the Australian Business Excellence Framework.  UCC will develop a Quality Framework that improves service delivery to clients through effective management systems and a commitment to continuous improvement.  UCC is committed to acting on opportunities for improvement identified by any means to ensure continuous improvement of its systems and services.

Risk Management

UnitingCare Community is committed to an effective risk management framework that incorporates risk identification, assessment and escalation, and the development and implementation of appropriate mitigation strategies.  To assist in the management of risk, information pertaining to all incidents and complaints will be incorporated as part of the risk identification and analysis process.  Risks will be proactively managed at all levels in accordance within the defined risk categories.

Retention and Disposal of Records

UnitingCare Community is committed to making and keeping accurate records of its activities.  Records covered by this policy include financial, personal, client, and other administrative records required to support LCCQ’s core activities and the activities of the LCCQ Registered Training Organisation. The policy applies to all record formats including electronic records. 

Code of Conduct

UnitingCare Community (UCC) expects all employees to present and conduct themselves in a manner which reflects the six foundational values of the organisation and to perform their duties in accordance with all legal, statutory and regulatory requirements including the codes of conduct of any professional organisations with which LCCQ has formal or informal ties.

Recruitment and Selection

UnitingCare Community (LCCQ) is committed to attracting, selecting and retaining capable staff and ensuring that appointments are based on merit and fair and equitable selection processes.  UCC is also committed to providing career development opportunities to staff and volunteers through the internal advertising of vacant positions and the provision of temporary or permanent promotions.

Position Descriptions

UnitingCare Community is committed to providing a Position Description for each position (including volunteer positions) to clearly define the key responsibilities and selection criteria in a useable document.

Induction

All staff members shall receive an induction on joining the organisation. The induction shall incorporate an organisational component which addresses issues common to all positions.  The induction shall also incorporate a local orientation component, which addresses issues pertinent to the specific position and workplace. Staff participation in inductions shall be recorded and the record shall be retained on the personnel file.

Privacy of Client Information

UnitingCare Community is committed to respecting the privacy of clients through the effective management of their personal information, in accordance with the provisions of the Federal Privacy Act (1988) and the relevant National Privacy Principles.

Revenue

Charges levied on the clients for goods and services are to be set at rates that encourage rational economic choice in the use of goods and services - and efficiency in the provision thereof, or within contracts between UnitingCare Community and various government agencies and other community bodies.  Charge-out rates will be established/determined annually as part of the budget process.

Accounts Receivable and Income in Advance

Each division that receives advance deposits must establish a procedure for the control of recording those advances and the offsetting of those deposits against the amounts due for services rendered.

Conditions of Enrolment and Assessment Submission

For any further queries, compliments or complaints regarding accredited training including learning, assessment, RPL, compliance; please contact the Registered Training Organisation.