This Student Handbook contains information that is correct at the time of printing. Changes to legislation and/or Clear to Work Pty Ltd policy may impact on the currency of information included. Clear to Work Pty Ltd reserves the right to vary and update information within this Student Handbook without notice. If you have any queries regarding any changed information and/or updates, please contact Clear to Work Pty Ltd directly. It is the responsibility of all students to read and understand all aspects of this Student Handbook and any related documentation prior to learning. This Student Handbook contains references and direct quotes from the following websites: and

The Australian Qualifications Framework (AQF) provides a national framework for all education and training qualifications in Australia. There are ten qualifications in the AQF. Six of these are relevant to the Vocational Education and Training (VET) sector. The ten qualifications are:

Schools Sector

Vocational Education and Training Sector

Higher Education Sector (Tertiary)

Senior Secondary

Certificate of Education

Vocational Graduate Diploma

Vocational Graduate Certificate

Advanced Diploma


Certificate IV

Certificate III

Certificate II

Certificate I

Doctoral Degree

Masters Degree

Graduate Diploma

Graduate Certificate

Bachelor Degree

Associate Degree

Advanced Diploma


Information on the characteristics of competencies and the Distinguishing Features of Learning Outcomes for qualifications under the AQF may be obtained at:

Students enrolling with Clear to Work in any accredited courses will be engaging in a course that:

  • is nationally recognised and meets quality assurance requirements
  • meets an established industry, enterprise, educational, legislative or community need
  • provides appropriate competency outcomes and a satisfactory basis for assessment
  • is aligned appropriately to the AQF where it leads to a VET qualification
  • recognised, nationally accredited training

This training can only be delivered by a Registered Training Organisation (RTO).

To be an RTO, we must ensure that we comply with the conditions of registration. These conditions are described within the National Vocational Education and Training Regulator Act 2011. As an RTO, we must comply with the VET Quality Framework, which includes:

  • the Standards for Registered Training Organisations 2015
  • the Australian Qualifications Framework (AQF)

We are audited by the Australian Skills Quality Authority (ASQA) to ensure compliance to the above. These standards and the auditing process are intended to provide the basis for a nationally consistent, high quality vocational education and training system.

These standards are described in more detail in the National Vocational Education and Training Regulator Act 2011, which confirms the right of ASQA to audit ACT, apply penalties for non-compliance, define the requirements to retain records and other administration and operational requirements of a functioning RTO, etc. Please refer to for more information.

Australia’s vocational education and training (VET) system is competency-based. That is, it is based on occupational skills standards which are set out in units of competency within training packages and accredited courses. This distinguishes it from Australia’s other education sectors (i.e., schools and higher education).

Enrolment Information

Terms and Conditions of Service are a legal agreement between a service provider (CTW) and the consumer (learner) who wishes to engage in a service provided by CTW. The learner must agree to abide by the Terms and Conditions of Service in order to use the offered service (entry into a CTW accredited course).It is noted in the Learner Obligations that all learners have a responsibility to understand and agree to the Terms and Conditions of the Service during the Enrolment Process. This is to protect the consumer and the service provider. No learner can enter into training if the Terms and Conditions and Student Declaration are not agreed to and acknowledged by the learner. 

By acknowledging and signing the below, you agree to these Terms and Conditions. Please read these Terms & Conditions carefully. Your access to Clear to Work’s training and assessment services is conditional upon agreeing to these Terms and Conditions, if you do not agree, please reach out to for a full refund and withdrawal. 


We may, at any time and at our discretion, vary these Terms and Conditions and/or the content held within our website or Learning Management System (LMS). Clear to Work Pty Ltd will endeavour to update the information as soon as practicable after any changes; however, as information can change without notice, it does not guarantee the accuracy of the information. We recommend you seek legal or other professional advice to check the accuracy of our information and visit our website regularly to ensure you are aware of any changes. Materials and information on our website and within our LMS are subject to change without notice. 

Intellectual Property Rights 

Unless otherwise indicated, we own all rights, titles, and interests (including intellectual property rights) within our website and LMS content. Your use and access of our LMS does not grant or transfer any rights, title, or interest in relation to our content. 

You must not: 

  • copy or use, in whole or in part, any content; 
  • reproduce, retransmit, distribute, disseminate, sell, publish, broadcast, or circulate any content to anyone; 
  • breach any other intellectual property rights connected with our website, LMS or its content, including (without limitation) altering or modifying any of the content, causing any of the content to be framed or embedded in another website or platform, or creating derivative works from the content; 


The Clear to Work Pty Ltd website and LMS and all material within, are provided on an as-is basis without any warranties of any kind. Except as provided by the prescribed terms, all warranties either express or implied by law, in any way relating to the website or its materials, are excluded. While CTW always works to ensure high performance of all platforms and systems, CTW does not warrant that the website or LMS will operate error-free or that this website or LMS and its servers are free of computer viruses and other harmful occurrences. If you experience any damage, liability, or loss of time through the use of the CTW website or the materials therein, CTW will not be responsible for the costs relating to repair, servicing or any other associated costs.


To the maximum extent permitted by law,  you indemnify, defend, and hold harmless, CTW and its directors, agents, and employees, with respect to any claim, demand, cause of action, liability, loss, damage, expense (including legal fees) and cost incurred by you or a third party because of any error in any information, opinion or recommendation in this site or the LMS. This indemnity is a continuing obligation, independent from the other obligations under these Terms, and continues after these Terms end. 

Minors (individuals under 18 years of age) 

Where the Learner is under the age of eighteen (18), a parent or legal guardian must be identified and is jointly responsible for the contractual arrangements concerning the course. A guardian should be living with and/or have constant communication with the Learner. Any information regarding the Learner (including, but not limited to, change of address) should be known by the guardian and should be relayed to RTO. 

Any minor that enters into the course, and provides details of a guardian, gives this guardian full access to information regarding this course. 

Personal Details: 

The Learner shall be obligated to notify the RTO of any change in their name and/or any other detail (including but not limited to, changes in the learner’s address, telephone number, or email address) as soon as practicable. The Learner shall be liable for any loss incurred by the RTO as a result of the Learner’s failure to comply with this clause.

Photo ID 

You agree to provide the required photo ID to complete this and any future accredited course with CTW. 

Recognition & Credits 

You agree that to apply for any credit transfer of existing units of competency, you will follow the Credit Transfer Policy and Procedure outlined in the Student Handbook prior to enrolment. This process will require the presentation of evidence for assessment and validation.  

Bridging Courses   

If you are enrolling into NSW RSA: 

If you have completed an RSA course in another state and are looking to complete an RSA for NSW, you may be eligible to complete a bridging course: Responsible Service of Alcohol (RSA) – Liquor & Gaming NSW 

Visit the Liquor & Gaming NSW website here, log in to your Service NSW account or contact Service NSW on 1300 024 720 for more information. 

If you are enrolling into VIC RSA: 

If you have completed an RSA course in another state and are looking to complete an RSA for VIC, you may be eligible to complete a bridging course: Apply for an Interstate RSA certificate | VCGLR 

Unique Student Identifier (USI) 

Any Learner that enrols into an accredited course with CTW is classified as a ‘student’ and needs to provide a USI. This is a government requirement. The learner acknowledges that any questions regarding the creation of a USI number must direct these questions to or phone Skilling Australia 1300 857 536 who can assist further.  Clear to Work does not issue USI numbers and cannot assist in creating them or obtaining lost USI numbers. 

Fees & Refunds: 

Please choose carefully as CTW generally does not provide refunds for any reason. This includes but is not limited to: if you change your mind, choose the wrong product course or are unable to complete the course for whatever reason, including failing to read the pre-enrolment information before enrolling and paying for a course. In some situations, CTW may (at the discretion of management) provide a refund but an administration fee will apply. 

RTO Obligations 

CTW agrees to follow all RTO obligations under the Student Handbook. 

Learner Obligations 

I agree to follow all learner obligations as outlined under the Student Handbook.  

Cancellation of enrolment 

CTW reserves the right to decline admission to a course or terminate a learner’s enrolment at any point. Should this occur, CTW will notify the learner via email or phone call, whichever is deems appropriate. CTW also reserves the right to change a Trainer/Assessor at any time without notice. 

Course Information 

Prior to starting the enrolment, learners must read through the course pre-enrolment information relevant to their course. This information is contained on the relevant CTW course website landing page. 

Complaints and Appeals 

All complaints and appeals information is contained in the Student Handbook. 

VET Data Use 

Why we collect your personal information - As a registered training organisation (RTO), we collect your personal information so we can process and manage your enrolment in a vocational education and training (VET) course with us. Without collecting this data, we are unable to process your enrolment. 

How we use your personal information – We use your personal information to enable us to deliver VET courses to you, and otherwise, as needed, to comply with our obligations as an RTO. 

How we disclose your personal information - We are required by law (under the National Vocational Education and Training Regulator Act 2011 (Cth) (NVETR Act)) to disclose the personal information we collect about you to the National VET Data Collection kept by the National Centre for Vocational Education Research Ltd (NCVER). The NCVER is responsible for collecting, managing, analysing, and communicating research and statistics about the Australian VET sector. 

We are also authorised by law (under the NVETR Act) to disclose your personal information to the relevant state or territory training authority. 

How NCVER and other bodies handle your personal information - NCVER will collect, hold, use, and disclose your personal information in accordance with the law, including the Privacy Act1988(Cth) (Privacy Act) and the NVETR Act. Your personal information may be used and disclosed by NCVER for purposes that include populating authenticated VET transcripts; administration of VET; facilitation of statistics and research relating to education, including surveys and data linkage; and understanding the VET market. 

NCVER is authorised to disclose information to the Australian Government Department of Employment and Workplace Relations (DEWR), Commonwealth authorities, state and territory authorities (other than registered training organisations) that deal with matters relating to VET and VET regulators for the purposes of those bodies, including to enable: 

  • administration of VET, including program administration, regulation, monitoring and evaluation
  • facilitation of statistics and research relating to education, including surveys and data linkage
  • understanding how the VET market operates, for policy, workforce planning and consumer information. 

NCVER may also disclose personal information to persons engaged by NCVER to conduct research on NCVER’s behalf. 

NCVER does not intend to disclose your personal information to any overseas recipients. 

For more information about how NCVER will handle your personal information please refer to the NCVER’s Privacy Policy 

If you would like to seek access to or correct your information, in the first instance, please contact your RTO using the contact details listed below: 

DEWR is authorised by law, including the Privacy Act and the NVETR Act, to collect, use and disclose your personal information to fulfil specified functions and activities. For more information about how DEWR will handle your personal information, please refer to the DEWR VET Privacy Notice at 

If you are enrolling into a Victoria RSA, NSW RSA, NSW Food Safety Supervisor Program, your data may also be sent to state-based regulators. If you have any questions about how these state-based regulators are going to use your data, please contact them directly. 

Surveys - You may receive a student survey which may be run by a government department or an NCVER employee, agent, third-party contractor, or another authorised agency. Please note you may opt out of the survey at the time of being contacted. 

Contact Information - At any time, you may contact Clear to Work by emailing to: 

  • request access to your personal information 
  • correct your personal information 
  • make a complaint about how your personal information has been handled 
  • ask a question about this Privacy Notice 

CTW Data Use 

CTW may also use this data for the purposes of marketing as well as internal training and coaching purposes. 

Privacy Statement – Clear to Work Pty Ltd views the protection of your privacy as a vital part of its commitment towards complete accountability and integrity in all its activities and programs.


All training and assessment support is available throughout your learning and assessment journey.  

I understand that the support around language, literacy, numeracy, and digital skills provided by CTW are limited.  

Should I require support during my learning and assessment journey, I will reach out to CTW’s support team by emailing  

CTW provides a host of information on our website to ensure you find the accredited or non-accredited course suitable for you. This Student Handbook also provides essential information that you will need to read and understand before enrolling in one of our courses. 

As CTW understands industry, we also provide learners with information on courses they may need or want to enrol in concurrently to achieve employment or meet workplace goals. Details on the validity of each accredited and non-accredited regarding specific state, legislation, and licensing requirements are also provided on the website.

When looking at an accredited or non-accredited course on our website, you will find the following details to help better inform your decision to enrol:

  • Complete course/unit code, title, description, and currency
  • The venue, length, and modes of delivery and assessment
  • All fee and payment method information 
  • Entry requirements
  • Workplace arrangements (if any)
  • Information about the USI

Further information can be found in this Student Handbook:

  • CTW’s obligations and compliance requirements
  • Information about the USI
  • Student support services – please see Support and Progression
  • Consumer rights – please see Consumer Rights and Fees Section of the Student Handbook

Learner Rights & Obligations

Learners who undertake a CTW accredited course have certain obligations to meet concerning the training and assessment process. It is the learner’s responsibility to familiarise themselves and accept these obligations prior to commencement by:

  • reading and agreeing to information outlined in the Course Information page that relates to the course you wish to enrol in to ensure the course meets your needs
  • completing the Suitability Self-Assessment truthfully to ensure that you are suitably placed to complete the course successfully
  • reading and upholding the information outlined in the Student Handbook at all times during the course
  • truthfully completing the enrolment information 
  • reading and understanding all Terms and Conditions before agreeing and signing
  • participating in the learning and assessment process as required in each course delivery (unit of competency)
  • communicating any struggles with the support team including personal circumstances that may affect your ability to comply with any aspect of the training and assessment process
  • accepting fair, timely and helpful assessment feedback from trainers and assessors 
  • acting in a manner that upholds academic integrity and honesty by following the principles of Academic Misconduct and Behavioural Expectations Policy
  • completing and submitting all required assessments on time
  • ensuring that all instructions are read carefully and reviewing each completed assessment before submitting
  • engaging and reviewing learning material to ensure you can confidently complete all assessment tasks.  

Learner’s rights and obligations also include reviewing all information outlined in this Student Handbook, including:

  • Refunds Policy
  • Changes to agreed services
  • Credit for prior study 

Complaints and appeals process – please see Complaints and Appeals 

All enrolments for both accredited unit/s and non-accredited courses are conducted via the CTW website by completing the online enrolment form and making the payment via debit/credit card.

Upon payment, the student will be able to log into the LMS and immediately begin their course. The enrolment date is the date that payment for a training is received.

All students must read and understand CTW’s Terms and Conditions available both in this Student Handbook and on the CTW website, prior to enrolling.

CTW offer all our courses via our custom-built online learning management system. You will access your study materials and assessments online via the CTW LMS.

All CTW courses are self-paced so you can manage your studies around your work and personal life.  There is no set timetable. Study when you want, where you want and at your own pace.

What is credit transfer?
According to the Standards for Registered Training Organisations 2015, CTW must accept and provide credit to learners who have previously completed units of competency within the Australian Qualifications Framework (AQF). This applies to any relevant formalised training courses that lead to Qualifications and/or Statements of Attainment issued by any registered training organisation (RTO) unless licensing or regulatory requirements prevent this.

Although CTW is not obliged to issue a statement of attainment achieved wholly through recognition of a unit(s) and/ or modules completed at another RTO or RTOs, the Credit Transfer process enables learners to apply for credit by submitting evidence of prior formalised training for evaluation and validation.  

It’s important to distinguish credit transfer from recognition of prior learning (RPL).  RPL is a pathway to determining a person’s competence through the assessment of acquired formal and informal learning evidence, while credit transfer recognises the equivalence of successfullycompleted formalised learning outcomes previously undertaken. For more information on RPL please see the RPL Policy & Procedure.

How do I request a credit transfer?
Due to the complex and individualised nature of credit transfer, all applications must be reviewed and verified by the Compliance & Quality Assurance Manager (C&QAM). The C&QAM looks at every case individually and will verify the authenticity of a statement of attainment or qualification as per the Credit Transfer Policy & Procedure. If you think you may be eligible for Credit Transfer, please read through the Credit Transfer Policy & Procedure below in our policy section and contact the Support Team –

Clear to Work (CTW) strives to make every educational experience as stress-free and enjoyable as possible. We are committed to fully informing each learner (before the commencement of training) of the course requirements and expectations. For this reason, each CTW-accredited course learner must complete a Suitability Self-Assessment.

What is the Suitability Self-Assessment?

We recognise that not all people are able to read, write and perform calculations to the same standards. Our Suitability Self-Assessment is a set of questions that relate everyday tasks to the core skills required to successfully complete the course. The outcome of this Suitability Self-Assessment provides you (and us) with the information needed to help you on your learning journey. 

This self-assessment helps learners to make informed decisions about:

  • course suitability – is the course suitable for your current resources, skills and abilities?
  • CTW’s Support Services – are the support services available adequate to support you as a learner?
  • costs of external support – as CTW’s support services are limited if the learner requires additional support, this will be engaged and paid for by you as the learner?
  • the training need – are you engaging in training to achieve a successful outcome or are you engaging in training for the experience?

It helps us: 

  • identify potential support needs and provide referrals to external support and services outside our scope. 
  • provide a refund to learners that may not be suitable for a course
  • inform our Support and Training & Assessment Teams of learners that may require support
  • inform our Support and Training & Assessment Teams of learners that may require reasonable adjustment. 

While CTW can offer some support, we are limited in the support we can provide in the specialised areas of language, literacy, numeracy, digital skills, or disability and neurodivergent services. Although we do offer referrals for support services, please be aware that these services are at a cost to the learner. CTW will not bear the cost of external support services. 

Your Education Number for Life!

Your USI (Unique Student Identifier) is your individual education number for life. It also creates an online record of your Australian training achievements. You need a USI if you are:

  • Undertaking Nationally Recognised Training
  • A higher education student seeking Commonwealth financial assistance (e.g., a HECS-HELP loan)
  • A higher education student graduating in 2023 or beyond.

You will need to provide CTW with your USI if you wish to undertake any accredited training. Please see the Website under Course Requirements to see if it is required. 

Please follow the link below for further information Unique Student Identifier.

Support & Progression

We want to ensure you have the best possible learning support services and understand all aspects of what will be required of you, and us, to gain competence in your course. CTW believes ascertaining a clear map of an individual’s needs and providing students with informative, realistic expectations is integral to an enjoyable learning experience.

Suitable identification of your individual needs prior to learning helps us determine your support level so we can provide adequate education to help in a successful completion. It’s one of the reasons we predominantly offer online courses. Our flexible online courses enable students to access education in all regions of Australia and at any time of the day, helping support students to complete courses on their own schedules.

Please ensure you notify CTW should you know or foresee any additional education and/or support service so we can best meet your needs.

The following support services that CTW currently offer include, but are not limited to:

  • Comprehensive informational Student Handbook
  • Detailed website for pre-enrolment and support information
  • Ongoing learning and assessment support contact if needed
  • Free course extension opportunities (reasonable accommodation)
  • Free re-assessment opportunities (reasonable accommodation)
  • Flexible scheduling and commencement of course
  • Information and communications technology support
  • Printable learning materials
  • Referrals to approved list of RTOs for alternative methods of training and assessment
  • Referrals to LLN or support needs assistance

At any point in your pre-enrolment and learning journey, you can contact CTW via our contact details information to discuss any of the above support services or any other education, informational or support requirements you may have.

CTW understands changing the terms and conditions or the services specified in their service agreement without providing proper notification would be a breach of consumer rights.

Where possible CTW endeavours to inform all learners of any changes to the agreed services outlined in the Standards for Registered Training Organisations (RTOs) 2015, 28 days prior to change occurring. This information would be posted on the CTW website, and all students notified via email.

What is the difference between a request for support and a complaint or appeal?

A request for support may look like:

  • Asking a question relating to an extension of time
  • Unsure about where to find information
  • Needing guidance or help from a trainer and assessor

Please see Supporting Students in the Student Handbook on how to request support.

Lodging a complaint may look like:

  • Paying a fee for a service and not receiving a service
  • Inappropriate or unprofessional conduct including discrimination or harassment
  • Not satisfied with CTW’s information, policies and procedures, staff or quality of service


Requesting an appeal may look like:

  • Dissatisfied or request for review on decisions, including assessment and complaints
  • Dissatisfied a request for Credit Transfer was denied.

CTW takes all complaints seriously and aims to ensure complaints and appeals are recorded, acknowledged, and dealt with fairly, efficiently, and effectively. This is done through a clear and practical set of guidelines.

PLEASE READ the Complaints and Appeals Policy and Procedure before lodging a complaint 

Any complaints or appeals should be directed in writing via email to Included in this email should be:

  • Your full name, mobile/telephone, and student number
  • The issue you are raising (complaint or appeal) – detail what has happened
  • Any evidence that you have to support your case and/or steps you have taken to try and resolve it
  • Suggestions on how you think CTW could resolve your issue

Training & Assessment

CTW produces high quality training and assessment materials that are researched, industry current, compliant, and effective for learning job ready skills. All accredited courses that CTW delivers can be found at Here you can find all the requirements needed to be deemed competent in your course. RTO’s like CTW train and/or assess individuals to nationally certify their competence in particular workplace skills and knowledge.

Training is where the student learns all the skills and knowledge necessary to be deemed competent.  

According to the Standards for Registered Training Organisations (RTOs) 2015, Assessment means the process of collecting evidence and making judgements on whether competency has been achieved, to confirm that an individual can perform to the standard required in the workplace, as specified in a training package or a vocational education and training (VET) accredited course

For example, if your accredited course was ‘Baking a Cake’ the training component may include what utensils to use and how to use them, how to read recipes, how to measure ingredients appropriately etc. The Assessment is like a ‘test’ at the end of learning and would most likely consist of baking a cake within the time allocated and to the specifications of the recipe. An assessor can then make a judgment on competency through the evidence collected in the assessment.

Also known as ‘Satisfactory’ (S).

If you have provided correct and sufficient responses, evidence, for the accredited course, the assessor will mark, or deem you ‘Competent’. ASQA states competency is “the consistent application of knowledge and skill to the standard of performance required in the workplace. It embodies the ability to transfer and apply skills and knowledge to new situations and environments.”

Also known as ‘Not Yet Satisfactory (NYS)’. 

If you have provided incorrect or insufficient responses, evidence, for the accredited course, the assessor will explain why the response provided does not show that you fully possess the competency against the standards and provide advice on further responses to be provided. It is up to you to re-submit your responses.

When you feel you are ready, you can be reassessed. You will not have to do the whole assessment again. You will only be re-assessed in those areas where you have been marked not yet satisfactory.

For most courses, students are provided with three (3) attempts to complete their final assessments as part of their standard enrolment. Additional attempts are available for a fee. There are some courses where this attempt limit does not apply. Please read the pre-enrolment information on the CTW website to learn about the specifics of each course and assessment parameters.


This policy and procedure provides clear and practical guidelines to help minimise the incidences of academic misconduct, including fraud, plagiarism, and cheating and collusion. This policy’s purpose is to establish a clear definition of academic misconduct, provide information to prospective and existing learners and outline the repercussions of confirmed instances of fraud, plagiarism, and cheating.


This policy and procedure involves all accredited courses on the Clear to Work (CTW) scope of registration and ensures compliance with the Principles of Assessment and Rules of Evidence as specified in clause 1.8 of the Standards for Registered Organisations (RTOs) 2015.  

This policy and procedure requires active involvement from the:

  • CTW Training & Assessment Team
  • CTW Support Team
  • Third parties associated with the CTW RTO
  • CTW Learners and their representatives (approved support aids) and
  • CTW Management Team

POLICY STATEMENT                                                                                                

CTW holds the belief that our learning and assessment should be built on a foundation of honesty, fairness, and integrity. Through this approach, we aim to create highly skilled individuals and professionals supporting the industry we serve.

There are three main areas where CTW detects and actions academic misconduct. These include fraud, plagiarism, and cheating and collusion.

Identity Fraud
Learners that employ, contract, ask or agree to another person to complete their work on their behalf commit identity fraud. Impersonation of another person for the purpose of completing an assessment task is a serious form of academic misconduct. Signing a Student Declaration knowing that someone else completed your work on your behalf is also considered identity fraud.

As a Registered Training Organisation (RTO), CTW is obligated to verify the identity of each learner and their work. All learners must undergo an identification verification check to confirm that the individual enrolling in the course is the one completing the training and assessments. If the CTW Team has any reasonable doubt over a learner’s identity, the Support Team will follow up with the learner to obtain clarification. This could include a request for secondary identification or a phone call to ensure verification of the learner’s identity.


Plagiarism is presenting another person’s work or ideas as your own. This means copying work from AI platforms, websites, textbooks, social media, YouTube or any other unapproved platforms and submitting it in an assessment as your own.

Plagiarism includes:

  • Submitting someone else’s work as your own – this can include written answers and/or videos
  • Copying words or ideas – from websites, books, or other sources (this includes YouTube scripts and videos)
  • Changing words but copying the sentence structure of a source
  • Copying so many words or ideas from a source that it makes up the majority of your work, whether you give credit or not
  • Copying words from lots of different sources and then putting them together as your answer
  • Copying words directly from the CTW learning resources

Please be aware that CTW has access to many platforms and technology to detect plagiarism.

Cheating & Collusion

Cheating and collusion occur when a learner uses an unapproved aid or another person, to complete any part of the training and assessment.

This could be completing the course with a friend, family member or any other person not approved by CTW to help with the course. It could also include using technology to modify video submissions including:

  • Snipping/cutting/splicing videos
  • Voice overs

What happens if a learner is suspected of misconduct?

If a learner is suspected of misconduct, the following steps will be taken:

  1. The assessment in question will undergo review. If confirmed that fraud, plagiarism, or cheating/collusion has occurred, then:
  2. The learner will be presented with the right to respond
  3. This response and the evidence collected will be reviewed by a panel
  4. This panel will decide on the intent behind the breach and therefore the consequences
  5. The learner will be notified of the panel’s decision
  6. Learners will always be awarded the right to appeal

On confirmation of any academic misconduct, CTW will communicate with State Regulators in accordance with our responsibilities and obligations. This step will be taken to ensure that regulatory standards and requirements are met




1.      Strong Guidelines

A comprehensive policy and procedure that clearly defines academic misconduct and its repercussions.

CTW Management Team

2.     Education of Learners

The Learner Handbook contains information regarding academic misconduct and is accessible to learners before and throughout their training and assessment period via our website and courses. Learners acknowledge their understanding through the Student Declaration.

Learners are required to:

•      Understand this policy and procedure and seek assistance if unsure

•      Implement strategies to deter from using any source, support or technology other than those outlined and approved by CTW to complete your training and assessment.

CTW Management Team

Support Team

Training & Assessment Team

3.     ID Verification

•       Initial ID verification procedures are secure and adhered to

•       All learners enrolled in CTW accredited courses will undergo an ID verification check

Support Team

Training & Assessment Team


4.     Internal Training & Support

•         CTW team members understand their responsibilities regarding academic misconduct, ID authentication and to seek assistance if unsure

•         CTW equips all team members with information and assistance on implementation 

•         Provide the team members with instances and opportunities for discussion on academic misconduct

•         Exercise diligence when training and assessing learner’s work

CTW Management Team

Training & Assessment Team


5.     Detection of a Suspected Breach

This may include instances of fraud, plagiarism, collusion, cheating, or any other behaviour that contravenes academic integrity principles.

All team members are required to:

•         investigate their suspicions

•         provide evidence to support these suspicions

If their suspicions are confirmed, follow the academic misconduct SOP.

CTW Management Team

Support Team

Training & Assessment Team

6.     Review of Academic Misconduct

A review of the assessment will be undertaken:

•         without bias

•         using the evidence from previous misconduct cases as precedent

•         using the evidence provided by the trainer & assessor and

•         by examining the learner’s work wholistically

CTW Management Team – Compliance & Quality Assurance Manager


7.     Determination of Initial Outcome

Once the investigation is complete, the outcome will be determined. This may include a finding that the learner has not breached policy, or a finding that the learner has breached policy

CTW Management Team – Compliance & Quality Assurance Manager


8.     Right to Respond 

All learners will be provided with the right to respond to allegations of breaching the Academic Misconduct Policy  


9.     Judgement

A panel will review all evidence and determine consequences for the learner, if applicable.    

CTW Management Team


10.      Communication of Decision

A written notification will be sent to the learner including:

•         the rationale behind the decision

•         any consequences derived from the judgement

•         available options for learner

CTW Management Team


11.      Appeal 

All learners have the right to appeal a decision as per the Appeals & Complaints Policy

CTW Management Team


12.      Record Management

CTW will maintain records of all investigations and outcomes related to breaches of academic misconduct.

CTW Management Team

Support Team

Training & Assessment Team

*Third-Party Provider Responsibilities

  1. Work within the boundaries of their Third-Party agreement
  2. Report cases of potential or confirmed academic misconduct

Related Documents

  • CTW Misconduct SOP
  • Complaints & Appeals Policy and Procedure


  • COO
  • Compliance and Quality Assurance Manager
  • Education Manager
  • Training & Assessment Team


Academic Misconduct

Conduct or behaviour by which a learner seeks to gain an unfair or unjustified academic advantage in a course or unit of study. This includes fraud, plagiarism, cheating and collusion. Academic misconduct may be intentional or unintentional.

Cheat or Cheating

Attempting to gain an unfair advantage in an assessment, such as a written, oral, or practical task through the use of collusion is prohibited. This includes:

•      Knowingly using the same answers from another person with their knowledge

•      Knowingly using the same answers from another person without their knowledge

•      Obtaining answers from an unapproved support person

•      Acquiring or receiving assessment documents or information from an unapproved support person


Submitting an assessment task that was completed as the result of a joint collaboration with an unapproved person.  

While planning and idea-sharing are allowed, learners must independently write their work and complete assigned tasks.

Collusion occurs when learners collaborate to:

•         prepare and generate work together (including the same answers)

•         enable others to copy their work or answers

•         allow someone else to write or edit their work

•         write or edit assessments for others


Plagiarism is presenting another person’s work or ideas as your own. This includes material from the internet, CTW resources, CTW Team members and other learners

Plagiarism includes:

·       Submitting someone else’s work as your own – this can include written answers and/or video

·       Copying words or ideas – from websites, books, or other source (this includes YouTube scripts and videos)

·       Changing words but copying the sentence structure of a source

·       Copying so many words or ideas from a source that it makes up the majority of your work, whether you give credit or not

·       Copying words from lots of different sources and then putting them together as your answer

·       Copying words directly from the CTW learning resources


Conducted deliberately or with intent


Displaying reckless disregard for consequences.

Version 1 | 2023                                  Academic Misconduct Policy & Procedure

The duration of each course is stated on the CTW website under Course Facts/Course Description.

If a student wishes to continue with a course beyond the initial enrolment expiry date, they can do this by clicking on the Extend Course button that appears next to their course in the LMS after the expiration date has been reached, and then making the payment. This will extend the student’s access to the course for an additional 14 days. A student may purchase additional extensions as necessary. 

There may be extenuating circumstances where a student may be provided an extension free of charge. This will be at the sole discretion of CTW. If the student feels they have extenuating circumstances and would like CTW to consider waiving the course extension fee, they may reach out to CTW Student Services by emailing  

RTO’s like CTW train and/or assess individuals to certify their competence in particular workplace skills and knowledge. Once a CTW student enrolled in one of our Nationally Recognised Training courses has successfully:

  • Met the training and assessment product requirements
  • Completed all identification, enrolment, USI information
  • Paid all fees

CTW can certify the student’s skills and knowledge. This is done by issuing an AQF Certification Documentation. Statements of Attainment are protected documents produced to an authorised template – AQF Certification Documentation.

You will be able to access your results and documentation via your portal at any time in the future. Should CTW cease to exist, all student information will be forwarded to ASQA. 

If you have successfully completed your course, you may receive a Statement of Attainment for any accredited units of competency and a Certificate of Completion for any Clear to Work unaccredited courses. 

There is a process available that allows for a review of your evidence. If you do not agree with the result, you should discuss this first with your assessor. If the issue cannot be resolved with the trainer, CTW has appeal procedures instituted that you should follow. Please refer to the Complaints and Appeals section of this handbook.

Regulations, Legislations & Compliance

CTW is a Registered Training Organisation (RTO) (RTO ID 21907). RTOs deliver nationally recognised training within the Vocational Education and Training (VET) sector. RTOs are the only organisations in the Australian VET system authorised to:

  • deliver and assess nationally recognised training
  • issue nationally recognised qualifications and statements of attainment
  • apply for government funding to provide VET services.

Online RTOs (like us) are regulated and approved by the Australian Skills Quality Authority (ASQA) nationally. We must inform our staff and learners of legislative and regulatory requirements that affect their duties or participation in vocational education and training.

All RTOs in Australia must fully comply with the following Commonwealth, state or territory legislative and regulatory requirements at all times as a condition of their registration. These include any legislative components of the VET Quality Framework:


CTW adheres to the above to provide nationally consistent, high-quality training and assessment services to learners in Australia’s vocational education and training (VET) system.

CTW’s obligations and responsibilities focus on ensuring that the services we deliver, and the information provided about these services are of high quality and compliant with regulations. Understanding the terms and conditions of service and upholding consumer rights guarantees better outcomes for learners, CTW, and the industries we serve.

CTW is committed to complying with all regulatory requirements for operating as a Registered Training Organisation. Therefore, we follow a self-assurance model to ensure our commitments to quality and compliance in all our training and assessment operations.

Our Commitment

  1. CTW ensures that all aspects of its operations as a Registered Training Organisation (RTO) comply with relevant legislation, standards, and guidelines.
  2. CTW maintains our registration and scope of registration currency as per  
  3. CTW establishes and maintains policies and procedures to manage compliance with all relevant legislation, standards, and guidelines.
  4. CTW regularly monitors and reviews its policies and procedures to ensure they remain:
    • current and relevant and
    • effective and efficient
  5. CTW ensures that its policies and procedures are communicated to all staff, learners, and stakeholders.
  6. CTW provides professional development to its staff to ensure they understand their obligations and responsibilities.
  7. CTW maintains accurate and complete records to demonstrate compliance with relevant legislation, standards, and guidelines.
  8. CTW fully cooperates with the Australian Skills Quality Authority (ASQA) when audit and monitoring its operations.
  9. CTW reports any non-compliance with relevant legislation, standards, and guidelines to ASQA as required.
  10. CTW takes prompt and appropriate action to address any identified non-compliance with relevant legislation, standards, and guidelines.
  11. CTW maintains a culture of continuous improvement and strives for excellence in all aspects of its operations as an RTO.
  12. CTW ensures that all staff and learners are aware of their obligations and responsibilities under relevant legislation, standards, and guidelines, and that they are provided with appropriate support and training to comply with these obligations and responsibilities.

CTW follows and complies with all state and federal legislative and regulatory obligations. All changes to existing State and Federal legislative and regulatory obligations are updated accordingly through our website, this Student Handbook, and the Student Portal.

As an RTO CTW must adhere to the following Key Legislation and framework to ensure compliance and establish best practice. This legislation governs our obligations as a Registered Training Organisation, our obligations to you as our clients, and relates to the industry that we are conducting training for.

CTW is also subject to a variety of legislation related to general business practice as well. This legislation is continually being updated and all our team are made aware of any changes. Current legislation is available online at Australasian Legal Information Institute  and covers areas such as:

  • Anti-discrimination – Human Rights and Equal Opportunity
  • Workplace Health and Safety
  • Disability
  • Copyright

It’s important that all students understand their rights as a consumer. Should students need to seek advice from Consumer Law experts the following can help; Consumer protection agencies

The consumer protection agency in your state or territory:

  • can provide information about seeking a refund or a cancellation of your course fees
  • can provide information about your rights and obligations
  • may be able to help you negotiate with your training provider

State or territory

Agency and contact details

Australian Capital Territory (ACT)

ACT Fair Trading Phone: (02) 6207 3000

New South Wales (NSW)

NSW Fair Trading Phone: 13 32 20

Northern Territory (NT) 

Northern Territory Consumer Affairs Phone: 1800 019 319

Queensland (QLD)

Fair Trading Phone: 13 74 68

South Australia (SA)

Consumer and Business Services Phone: 13 18 82

Tasmania (TAS)

Consumer Affairs and Fair Trading Phone: 1300 65 44 99

Victoria (VIC)

Consumer Affairs Victoria Phone: 1300 55 81 81

Western Australia (WA)

Consumer Protection Phone: 1300 304 054

State or Territory Ombudsman

Your state or territory ombudsman may be able to help if your complaint is about fees and refunds.

State or territory

Ombudsman website address

Australian Capital Territory (ACT)

New South Wales (NSW)

Northern Territory (NT)

Queensland (QLD)

South Australia (SA)

Tasmania (TAS)

Victoria (VIC)

Western Australia (WA)

If you are studying with a provider that is located in a different state or territory to where you live, you can report your concerns to the Australian Competition & Consumer Commission.


CTW takes the privacy of our students very seriously and take steps regularly to ensure Student and stakeholder information complies with all legislative requirements and guidelines. CTW Privacy Policy commits us to adhering to the legislative requirements set down by the Privacy Act 1988 and the Australian Privacy Principles.

The Student Records – Privacy & Access Guidelines apply to personal information collected, stored, and managed by CTW for internal use, in connection with academic programs, and for the compilation of statistical reports to meet the requirements of relevant Departments of Education and Training, the Federal Department of Education and Training ( and National Centre for Vocational Education Research (NCVER) who use student data for statistical reports.

CTW stores student information in different ways, including hard copy documentation kept on individual student files and information kept electronically on the relevant student record database. This information will be kept confidential and will only be accessed by CTW staff that require such access to undertake their duties. Personal information will not be given to third parties outside CTW.

The limited exceptions to this are:

  • Where the individual has provided written consent for disclosure.
  • Where CTW is required or authorised to do so under Australian law including information to DEEWR with regards to the ESOS Act, National Code and Assurance Fund.
  • Where the disclosure is judged to be in the clear interest of the individual (i.e., to prevent or lessen an imminent and serious threat to an individual’s life or health).

If a student believes that the personal information is incorrect, inaccurate, or out of date, the student should advise CTW immediately so that reasonable steps may be made to correct the information.

If a student believes their personal information has not been dealt with in accordance with appropriate privacy principles, they may make a complaint via the Complaint and Appeals Policy.

Students that are experiencing trouble accessing their information should contact CTW Support Services via the contact details page.

Payments & Fees

CTW offers a range of online nationally accredited and non-accredited courses. The terms and conditions vary dependent on the type of learning program a student is enrolled in, please see the CTW Website for specific:

  • Cost
  • Payment methods
  • Information on enrolling in multiple courses
  • How to access training directly after payment
  • Information on the CTW Secure Payment Gateway

Your fees cover all learning materials, assessments, assessment marking, and student telephone and email support. There are no hidden fees and charges. CTW reserves the right to charge for additional services outside of the normal training and assessment services.

Please be aware that CTW may charge for the following services:

Credit transfer

Charged when a student requests one or more full units of competency be recognized towards their current enrolment with CTW

Recognition of prior learning

Charged when a student requests one or more full units of competency be assessed via recognition of prior learning.

Extension of enrollment period

Charged to a student should they choose to extend their access to a course for 14 days.

Students may request a written quote prior to the provision of the services and will not be held liable for these services until they receive a written quote.

* All fees are subject to change at any time without notice.


Prior to the commencement of any training, CTW is open and transparent in providing all students with information on fees, refunds, and terms and conditions to encourage students to make an informed decision when purchasing any of our services. This information is accessible to anyone at any time via the website, Student Handbook and enrolment information. 

It is the obligation of the student to read, understand and acknowledge their understanding of all course and enrolment information prior to commencement.

For this purpose, CTW does not provide refunds:

  • for any accredited short courses or non-accredited courses.
  • for change of mind, or choice of the wrong course.
  • if you do not pass your course. 
  • if you do not have the required technical knowledge, skill, or resources to complete the course, as stated on the course description.

In some situations, CTW may (at the discretion of management) provide a refund but an administration fee will apply.

In the event a student is unable to complete their training due to illness or hardship, CTW may, at its discretion, allow a refund of the fees, provide a student with a complimentary extension of their enrolment period, or provide additional assessment attempts.

Should CTW cancel a course for any reason, students enrolled at the time CTW announces the cancellation will be entitled to a full refund. This will not incur administrative charges or penalties.

This does not apply to enrolments in courses that have expired. This also does not apply to enrolments in courses that are superseded on the National Register, and where CTW transitions students (refer to the CTW Transition Policy) to the newly released course.

Policies & Procedures

The purpose of this document is to ensure Clear to Work (CTW) maintains a safe, healthy, and respectful learning space and workspace for CTW staff, stakeholders, and students.

This policy and procedure refers to all CTW students (past and present), staff, contractors, and any stakeholders involved in the running of business.

CTW’s foundation for a stress-free and enjoyable workplace and learning space requires a clear framework of behavioural expectations from all parties.

This framework is based on 3 main pillars:

  1. Respect for others

Under no circumstances will the following behaviour be accepted or engaged with from any parties mentioned in the scope of this policy:

  • Bullying
  • Name calling
  • Swearing
  • Belligerence
  • Threats
  • Mocking
  • Contempt, disrespect or distain for a person’s culture, sexual proclivity, or gender
  • Acts of aggression (verbal or written)
  • Offensive language or rhetoric
  1. Respect for CTW

CTW strongly discourages the following behaviour from all parties mentioned in the scope of this policy:

  • Writing unfounded, false, or defamatory information on public websites. If such claims are deemed to be unfounded, false, or defamatory in nature, CTW may respond by engaging legal action.
  • Seeking external means of mediation and appeal, without first seeking guidance and support internally from CTW.
  1. Respect for learning

CTW strongly encourages the following behaviour from all parties mentioned in the scope of this policy:

  • CTW staff and stakeholders will be fair, honest, impartial, and professional at all times
  • CTW staff and stakeholders will follow all internal policies and procedures
  • CTW staff and stakeholders will follow the Standards for RTO’s 2015
  • CTW Students follow the Student Handbook and all guidelines outlined on the CTW website


CTW must follow the below procedure when dealing with cases of unwarranted behaviours:

  1. Receipt of unwarranted behaviour

On identification of a potential ‘unwarranted behaviour’ case, CTW staff members are required to forward all information and evidence immediately and directly to a/or all CTW Executive Managers (Compliance Manager, Chief Operations Officer, and Chief Executive Officer).

  1. Review process and behaviour against the framework of behavioural expectations

The CTW Executive Managers will review and evaluate the parties involved, the product and service experience had by the student/customer, and the incident that has occurred resulting in the behaviour. On review of all information, management will decide if the behaviour falls into any of the main pillars mentioned in the Policy Statement. 

  1. Identification of breach and proportionate response

A case manager will then be allocated, predominantly the Compliance Manager, to ascertain the appropriate course of action. Responses are to be curated and in standardised format. Responses must always include information on appropriate means of complaints and/or appeals processes.

a. Respect for others

CTW values the health and safety of its employees and students and does not, under any circumstances, tolerate the disrespectful treatment of staff.

Students found engaging in these behaviours are to be:

  • cancelled from the course without a refund

b. Respect for CTW

Students found engaging in these behaviours will be subject to the following:

  • Enrolment will be cancelled and no refund will be given
  • Face engagement from the CTW legal team

c. Respect for learning

Students who are found to be behaving in a way that goes against any guidelines outlined in the Student Handbook or on the CTW website will have their case escalated to the CTW executive managers for review. Ramifications for this will depend on frequency and severity of the concern and will be addressed proportionately.

One of the most important features of the National Training System is the mutual recognition of qualifications issued by other Registered Training Organisations (RTOs) under the guidance of the Australian Quality Training Framework (AQTF).

Credit Transfer is an administrative process whereby the learner seeks credit for a Unit of Competency they have previously achieved. If a student provides suitable evidence to show they have successfully completed a unit or module at any RTO, CTW must provide credit for the unit or module, unless a regulatory requirement or licence condition (including an industry licensing scheme) restricts this. As many Units of Competency that CTW deliver are heavily regulated by specific state law and licensing requirements, CTW may not accept a direct credit transfer for a Unit of Competency that has been delivered under different state/licensing law requirements.

CTW is not obliged to issue a qualification or statement of attainment that is achieved wholly through recognition of units and/ or modules completed at another RTO or RTOs.

Recognition of qualifications issued by other RTOs does have a limited lifespan. If the qualification/Statement of Attainment held by the student has been superseded and is no longer on the National Register or is not the version required by the qualification into which the student wished to enrol, national recognition does not apply.  In such situations, recognition of prior learning could be the appropriate way to proceed.


Credit Transfer will only be granted for an entire unit of competency, not for individual elements of competency. The procedure to make a Credit transfer application is as follows:

1. Informing learners of Credit Transfer process 

Learners are informed of their Credit Transfer options prior to enrolment through the Student Handbook on the CTW Website. 

CTW learners also agree to the Terms and Conditions of the course they are entering into. Within these Terms and Conditions learners agree to notify CTW of any previously completed UoC and follow the Credit Transfer process should they require Credit Transfer of any UoC previously completed.  

This information is reviewed as per the Quality & Compliance Manual. 


 2. Application of Credit Transfer process 

Learners are required to submit a Request for a Credit Transfer email to addressing the following:

  1. First Name  
  2. Last Name  
  3. Date of Birth  
  4. Unit(s) of Competency for Credit Transfer 
  5. Evidence for Credit Transfer. Please provide evidence of option a), b) or c) to complete your application:  

a. Access to the learners USI Transcripts  

A learner’s USI transcript contains training outcomes data submitted to the National VET Collections by the learner’s RTO. It is a true record of the training undertaken by the learner since 2015, including completions and non-completions. As such, a learner’s USI transcript is a valid way to authenticate the training undertaken by a student, comparable to calling the issuing RTO. CTW can directly view a USI transcript online via the USI transcript Service ( for any learner who has activated permission for them to do so in the USI Registry System. Learners can activate this permission online at any time using any internet-connected device. Learners can seek more information here –   

b. Use of traditional evidence gathering methods  

The learner must produce a copy of their USI Transcript, Certificate and/or Statement of Attainment (including Transcript of Results) that has been verified by a JP. This evidence must also be verified by the institute through phone call or email from CTW.  

c. CTW Statements of Attainment  

If CTW was the original issuing RTO, you do not need to submit any supporting documentation, just confirm the email address on your CTW learner account to the Request for Credit Transfer email.  

Learners must submit the Request for Credit Transfer AND supporting documentary evidence for any application to be considered. Learners are also required to complete the enrolment process for the course they wish to obtain Credit for.


3. Evaluation and Validation of Request  

All Requests for Credit Transfer are individually reviewed by the Compliance and Quality Assurance Manager. In some cases, the unit of competency is unable to be transferred.  

If the Credit Transfer is approved, the learner will be asked to pay the Credit Transfer fee (see the Fees and Charges Schedule).  

Depending on the evidence submitted (option a or b), the following process is taken:   

Option a)  

The Compliance and Quality Assurance Manager or a CTW Management Team member will review the learners USI transcript via the USI portal. If the learner’s USI Transcript does not verify they hold the UOC, the learner will be informed via email and have 14 days to contact the issuing RTO for rectification. There will be NO REFUNDS should the issuing RTO not update the learner’s USI Transcript.   

Option b)  

The Compliance and Quality Assurance Manager will use the following to verify a Certificate (with Transcript) or Statement of Attainment (SOA):

  • SOA that has been verified by a JP or,  
  • SOA the has been verified by contacting the issuing RTO or, 
  • SOA and USI transcript that has been verified (either through the portal OR QR code) or, 
  • Certificate & Transcript that has been verified by a JP or, 
  • Certificate & Transcript the has been verified by contacting the issuing RTO or, 
  • Certificate & Transcript and USI transcript that has been verified (either through the portal OR QR code)  

Option c)  

Verify the learner has completed the accredited course with CTW.  

Notes regarding the verification process and the coinciding document (e.g., USI transcript) are attached to the learner’s account in the CTW Learning Management System for evidence collection purposes. CTW notifies Learner of result.  

Learner may appeal within 30 days of notification. Please refer to Complaints and Appeals Procedure. 

CTW provides all learners, where possible, with the opportunity to receive full recognition of their current skills and knowledge through the RPL assessment pathway. We promote and acknowledge this ‘non-traditional’ form of assessment of competency and the process of RPL is open to all learners considering or enrolled in any accredited courses with CTW. Offering RPL ensures learners have the opportunity to participate in assessments that are flexible and fair. The CTW Student Handbook provides RPL information to all prospective or enrolled learners on how to apply for RPL.

The fees and time to complete RPL for any CTW unit of competency will exceed those for traditional training and assessment (completion of an online course).  

In some instances, where learners are enrolled in pre-vocational courses or courses with legislative or regulatory requirements, RPL may not be available. This can be due to CTW’s state contract obligations. 

CTW reserves the right not to recognise part or all of any previous experience if the assessor believes that the evidence and/or knowledge or skill demonstrated falls significantly short of the industry standard as stated within the relevant unit of competency. In such a case, the applicant will be required to complete further related training. 

There is no limit to the amount of RPL that can be granted to any one learner.  

Any assessment completed by RPL is still under the same governance requirements for reporting to key internal and external stakeholders.

To apply for RPL please submit an application for Recognition of Prior Learning to addressing the following:  

  1. First Name 
  1. Last Name 
  1. Date of Birth 
  1. Unit(s) of Competency for RPL 

Please reach out to if you require more information or would like to apply for RPL 


CTW takes all complaints seriously and aims to ensure complaints and appeals are recorded, acknowledged and dealt with fairly, efficiently and effectively. Every effort will be made to resolve a complaint or appeal in accordance with this policy, and without prejudice or fear of reprisal or victimisation.

CTW aims at taking a preventative approach to complaints and appeals. This is done through the implementation of robust policies and procedures, actioning of key continuous improvement solutions, and solid communication between all parties. CTW places value in its public image and seeks a high level of satisfaction when interacting with students and the public.

CTW encourages all parties to approach the complaint or appeal with an open mind, and to resolve problems through discussion and conciliation. The CTW Complaint and Appeals Policy and Procedure is transparent and public as possible to ensure all parties are aware of their rights and responsibilities. This policy will be publicly accessible to all parties and part of the pre-enrolment and pre-employment information.

Where a complaint or appeal cannot be resolved through discussion and conciliation, CTW acknowledges the need for an appropriate external and independent person/party to mediate. The parties involved will be given the opportunity to formally present their case in an independent forum. 

Confidentiality will be maintained throughout the process of making and resolving complaints/appeals. CTW seeks to protect the rights and privacy of all involved, and to facilitate the return to a comfortable and productive learning environment.


All appeals and complaints must be dealt with in writing, CTW may also request an additional telephone meeting.

  1. Initial complaints and appeals can be sent directly to
  2. From here our Training and Education Manager will assess and record the information in our register and a resolution will be attempted at this initial phase.
  3. If no resolution can be made at this initial phase the Training & Education Manager can request Formal Complaint or Appeal information;

This information should be directed in writing via email to Included in this email should be;

  • Complainants full name, mobile/telephone and student number
  • The issue being raised (complaint or appeal) detail what has happened
  • Any evidence that the complainant has to support their case and/or steps they have taken to try and resolve it
  • Suggestions on how CTW could resolve their issue

This information can help us better understand, record and investigate the issue.

  1. On receipt of the Formal Complaint or Appeal an acknowledgement will be made by the CTW T&EM within 5 business days and advise on the process ahead, or where possible, the complaint or appeal will be dealt with immediately (within 2 business days).
  1. If the complaint or appeal cannot be resolved at the time of receiving the Formal Complaint or Appeal, it will be escalated to CTW CEO and management team. The response to this review will be sent within 14 business days.
  1. During this review the CTW CEO will
  2. Undertake a preliminary enquiry to determine nature of the complaint/appeal and;
  • may ask the complainant to attend a telephone meeting to discuss and/or
  • may request further information
  1. Provide all parties an opportunity to present their case (with a support person and/or parent/guardian if a student is under 18 years of age)
  2. Seek guidance from management team with regards to a resolution
  3. Record all communications and outcomes
  4. Inform, if necessary any relevant legislative, regulatory or enforcement bodies
  5. Add and address the complaint or appeal at CTW Continuous Improvement Meetings and identify any areas of improvement to avoid reoccurrence.
  6. Provide an outcome to the complainant

In the case of Appeals, the assessment decision will be reviewed by a panel consisting of 2 members of the management team and qualified training and assessment staff (not those involved in the appeal). The student will be notified of the appeal outcome (including reasons for the decision) in writing, within 30 days of lodging the form.

  1. Should the issue still not be resolved to the complainant’s satisfaction, CTW will arrange an external and independent person/party to mediate and resolve. The complainant will be given the opportunity to formally present their case in an independent forum and be notified of the costs prior to undertaking. The time frame for this process may vary depending on the duration determined by the Independent mediators.
  1. All parties involved will receive a written statement of the outcomes, including reasons for the decision. If the process is taking longer than 60 days from the complaint or appeal being received, the person will be notified in writing of the reason for the delay, and kept informed of all progress.
  1. If the person making the complaint or appeal feels they have not been treated fairly or that the result is unreasonable after following the above process, they are advised contact National Training Complaints Hotline – Complaints can be registered with the National Training Complaints Hotline via phone on 13 38 73, Monday to Friday, 8am to 6pm, or via email at or contacting ASQA at
  1. All information regarding the Complaint or Appeal will be kept in line with the Privacy and Records Management Policy and ensure returning students progress into a comfortable and productive learning environment.

Access and equity – means policies and approaches aimed at ensuring that VET is responsive to the individual needs of clients whose age, gender, cultural or ethnic background, disability, sexuality, language skills, literacy or numeracy level, unemployment, imprisonment or remote location may present a barrier to access, participation and the achievement of suitable outcomes.

Accredited short course – means a course accredited by the VET Regulator in accordance with the Standards for VET Accredited Courses that leads to an AQF statement of attainment.

Appeal – When individuals are seeking a review on a decision made by the Clear To Work RTO.

AQF – Australian Qualifications Framework – The AQF is the national policy for regulated qualifications in Australian education and training.

AQF certification documentation – is the set of official documents that confirms that an AQF statement of attainment has been issued to an individual.

Assessment – means the process of collecting evidence and making judgements on whether competency has been achieved, to confirm that an individual can perform to the standard required in the workplace, as specified in a training package or VET accredited course.

Trainers and Assessors – are persons who train (conduct learning) and assess a learner’s competence

Australian Qualifications Framework (AQF) – means the framework for regulated qualifications in the Australian education and training system, as agreed by the Commonwealth, State and Territory ministerial council with responsibility for higher education.

CTW – Clear to work Pty Ltd – includes all CTW’s partner RTO’s

Code – means the unique identifier for units of competency, skill sets, VET accredited courses, modules, AQF qualifications or training packages as required by the Standards for Training Packages and Standards for VET Accredited Courses.

Complaint – An expression of dissatisfaction with something or someone connected with Clear To Work

Competency – means the consistent application of knowledge and skill to the standard of performance required in the workplace. It embodies the ability to transfer and apply skills and knowledge to new situations and environments.

Current industry skills – are the knowledge, skills and experience required by VET trainers and assessors and those who provide training and assessment under supervision to ensure that their training and assessment is based on current industry practices and meets the needs of industry.

Current industry skills may be informed by consultations with industry and may include, but is not limited to:

  1. having knowledge of and/or experience using the latest techniques and processes;
  2. possessing a high level of product knowledge;
  3. understanding and knowledge of legislation relevant to the industry and to employment and workplaces;
  4. being customer/client-oriented;
  5. possessing formal industry and training qualifications; and
  6. training content that reflects current industry practice.

Government entity – means:

  1. a Department of State of the Commonwealth; or
  2. a Department of the Parliament established under the Parliamentary Service Act 1999 of the Commonwealth;
  3. an Executive Agency, or Statutory Agency, within the meaning of the Public Service Act 1999 of the Commonwealth;
  4. a Department of State of a State or Territory; or
  5. an organisation that:
  6. is not an entity; and
  7. is either established by the Commonwealth, a State or a Territory (whether under a law or not) to carry on an enterprise or established for a public purpose by an Australian law; and
  • can be separately identified by reference to the nature of the activities carried on through the organisation or the location of the organisation whether or not the organisation is part of a department or branch described in paragraph (a), (b), (c) or (d) or of another organisation of the kind described in this paragraph.

Industry regulator – means a body or organisation responsible for the regulation and/or licensing arrangements within a specific industry or occupation.

Learner or Student – means a person being trained and/or assessed by the RTO for the purpose of issuing AQF certification and Non AQF documentation.

Mode of delivery – means the method adopted to deliver training and assessment, including online, distance, or blended methods.

Online Learning – The undertaking of a course via an eLearning online learning portal provided on behalf of CTW.

Recognition of Prior Learning (RPL) – means an assessment process that assesses the competency/s of an individual that may have been acquired through formal, non-formal and informal learning to determine the extent to which that individual meets the requirements specified in the training package or VET accredited courses.

  1. formal learning refers to learning that takes place through a structured program of instruction and is linked to the attainment of an AQF qualification or statement of attainment (for example, a certificate, diploma or university degree)
  2. non-formal learning refers to learning that takes place through a structured program of instruction, but does not lead to the attainment of an AQF qualification or statement of attainment (for example, in-house professional development programs conducted by a business
  3. informal learning refers to learning that results through experience of work-related, social, family, hobby or leisure activities (for example the acquisition of interpersonal skills developed through several years as a sales representative)

Record – means a written, printed, or electronic document providing evidence that activities have been performed.

RTO – means a Registered Training Organisation.

RTO code – means the registration identifier given to the RTO on the National Register.

Services – mean training, assessment, related educational and support services and/or any activities related to the recruitment of prospective learners. It does not include services such as student counselling, mediation or ICT support.

Skill set – means a single accredited course or a combination of accredited courses from a training package which link to a licensing or regulatory requirement, or a defined industry need.

Standards for VET Accredited Courses – are the standards made under subsection 188(1) of the National Vocational Education and Training Regulator Act 2011 or the equivalent requirements adopted by a non-referring State.

Statement of attainment – means a statement issued to a person confirming that the person has satisfied the requirements of the unit/s of competency or accredited short course specified in the statement.

Student Identifier – has the meaning given in the Student Identifiers Act 2014.

Training – is the process used by an RTO or a third-party delivering services on its behalf, to facilitate learning and the acquisition of competencies in relation to the training product on the RTO’s scope of registration.

Accredited Course – means the specification of the standards of performance required in the workplace as defined in a training package.

VET – means vocational education and training.

VET accredited course – means a course accredited by the VET regulator in accordance with the Standards for VET Accredited Courses.

VET Quality Framework – comprises:

  1. the Standards for Registered Training Organisations
  2. the Australian Qualifications Framework
  3. the Fit and Proper Person Requirements
  4. the Financial Viability Risk Assessment Requirements
  5. the Data Provision Requirements

VET Regulator – means:

  1. the National VET Regulator; and
  2. a body of a non-referring State that is responsible for the kinds of matters dealt with under the VET legislation for that State.