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
 www.ASQA.gov.auwww.myskills.gov.au and www.training.gov.au.

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

Diploma

Certificate IV

Certificate III

Certificate II

Certificate I

Doctoral Degree

Masters Degree

Graduate Diploma

Graduate Certificate

Bachelor Degree

Associate Degree

Advanced Diploma

Diploma

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

Students enrolling with CTW 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 http://www.asqa.gov.au/ 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

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’s rights and obligations, including:

  • Refunds
  • 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 www.cleartowork.com.au 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.

Note that providing credit for previous studies is not Recognition of Prior Learning. RPL is an assessment-only pathway of determining the competence of a person, while providing credit is recognising the equivalence in content and learning outcomes between different types of learning and/or qualifications previously undertaken and completed successfully.

Under our provider guidelines, students must not be required to repeat any unit or module in which they have already been assessed as competent unless a regulatory requirement or licence condition (including an industry licensing scheme) requires this. If a student provides suitable evidence, they have successfully completed a unit or module at any RTO, CTW must provide credit for the unit or module.

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

In some cases, licensing or regulatory requirements may prevent a unit or module from being awarded through a credit process.

If you think you may be eligible for Credit Transfer, please read through the Credit Transfer Policy below in our policy section and contact the administration email info@cleartowork.edu.au.

Most CTW accredited course materials contain written documentation and numerical calculations. Therefore, we do require students to have basic skills such as:

  • Basic digital literacy (mouse, keypad, and website functions)
  • Read and interpret
  • Write and/or type (record accurately)
  • Count, calculations such as addition and subtraction, apply measurements and give estimates
  • Speaking English clearly (where applicable)

Prior to learning, CTW will have enough information from the Pre-Learning Assessment to ascertain your level of Language, Literacy and Numeracy. Should you foresee needing assistance with any of the above, it is important to contact CTW prior to commencement or provide the relevant information regarding your requirements on the Enrolment Form under LL&N requirements or Special Learning Needs.

If LL&N or Special Learning Needs requirements have been identified, Student Services will contact you to discuss further.

In some instances, CTW may deem that online study is not suitable for the student, who may require more specialized and face to face support. CTW reserves the right to make this judgment, withdraw a student from the course, offer alternative Registered Training Organisations and provide a refund.

Please visit Reading Writing Hotline for further resources on reading, writing and numeracy.

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 complaints@cleartowork.edu.au. 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 www.training.gov.au. 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.

All students are provided with 3 attempts to complete assessments. If your assessor marks your assessment NYC/NYS, they will provide you with feedback on how to correct your submission.  After 3 NYC or NYS submissions, you will need to contact CTW Student Services to discuss how to proceed.  

There are two major areas where CTW detects cheating which are attempts at fraud and plagiarism. As a company that provides training 100% online, we have implemented strict measures to prevent and/or catch fraud and plagiarism.  

FRAUD & PLAGIARISM 

As a Registered Training Organisation (RTO), CTW must authenticate each student’s work as their own. After the enrolment process, all students must submit evidence and undergo identification checks to verify themselves as the person enrolling in training and submitting all assessments. If CTW Student Services has reasonable doubt over a student’s identity or that the person submitting an assessment does not match the identity provided on the student’s account, a follow up with the student will be made to obtain clarification. A request for secondary identification may be made so that Student Services can confidently verify the student’s identity. If a student has been found utilising someone other than themselves to:

  • speak on their behalf in a video
  • answer written assessments on their behalf
  • participate in live assessments

this will be deemed as fraud/plagiarism. If the student has been found to have submitted potentially fraudulent work, CTW Student Services reaches out to the student to let them know that they have been found to have submitted potentially fraudulent work and are given an opportunity to respond. Upon further investigation, if it is deemed that the student has intentionally committed fraud or plagiarism, CTW Student Services will withdraw the student from the course with no refund given. The student will be notified of this decision, their LMS account will be suspended, and access will no longer be available to the student.

Student Must Not:

  • Submit any learning or assessment completed by another person as their own work (written or video submissions)

  • Present others work as their own, including text, video recordings, graphics or other material taken from any source without referencing

  • Have someone other than themselves participate in any video recordings, live assessment questionnaires or forums

Plagiarism is presenting another person’s work or ideas as your own. This means copying work from websites, textbooks, or other sources, and submitting it in an assessment.

Plagiarism includes:

  • Turning in someone else’s work as your own (written and/or video)
  • Copying words or ideas from a website, book, or other source without giving credit
  • 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 then putting them together as your answer copying words directly from the learner resource

If you don’t reference information in your work, it is assumed that:

  • It’s your own idea
  • It’s common knowledge, e.g., you wouldn’t need to reference that Bendigo is in Victoria
  • It’s common knowledge in your field of work, e.g., you must have a forklift license to drive a forklift

HOW TO AVOID PLAGIARISM

The skills of summarising and paraphrasing need to be exercised – read your learner resource, and any other sources, then re-write in your own words to demonstrate your own understanding. If you do need to quote directly (often this happens with legislation) make sure you cite where you got it from. This can be done simply by putting the details of your source at the end of the sentence or paragraph (e.g., sourced from www.fairwork.gov.au). If you’re unsure check with your trainer/assessor.

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 info@cleartowork.com.au.  

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 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)

www.ombudsman.act.gov.au

New South Wales (NSW)

www.ombo.nsw.gov.au

Northern Territory (NT) 

www.omb-hcscc.nt.gov.au

Queensland (QLD)

www.ombudsman.qld.gov.au

South Australia (SA)

www.trainingadvocate.sa.gov.au

Tasmania (TAS)

www.ombudsman.tas.gov.au

Victoria (VIC)

www.ombudsman.vic.gov.au

Western Australia (WA)

www.ombudsman.wa.gov.au

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 (www.education.gov.au) 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 dependant 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.

Refunds

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.
  • Refunds for change of mind, or choice of the wrong course.
  • Refunds if you do not have the required technical knowledge, skill, or resources to complete the course, as stated on the course description.

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

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.

Procedure

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. The student must complete the Request for Credit Transfer Form. This form will give the student 2 options to provide evidence for Credit Transfer.

a. Access to the Students USI Transcripts – A student’s USI transcript contains training outcome data submitted to the national collection by the student’s RTO as a true record of the training undertaken by the student since 2015, including completions and non-completions. As such, a student’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 (usi.gov.au) for any student who has activated permission for them to do so in the USI Registry System. Students are able to activate this permission online at any time using a smartphone or any internet connected device (theirs or their RTOs). This represents an acceptable alternative to calling the issuing organisation. https://www.usi.gov.au/providers/find-student-usi

b. Use of traditional evidence gathering methods – The student 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.

2. Student submits the Request for Credit Transfer Form AND supporting documentary evidence

3. CTW will contact the issuing RTO or TAFE to verify information

4. Where the RTO or TAFE is no longer contactable, CTW will investigate the scope of the issuing RTO/TAFE to ensure the competency and/or qualification was current at the time of printing.

5. CTW notifies student of result.

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

7. If your previous study was a program at CTW you do not need to submit any supporting documentation.

Assessment Process

CTW will assess all applications for credit transfer for relevance and currency:

  • Relevance
    To receive credit for a previously completed course that course must be equivalent in content, learning outcomes and assessment requirements to the course you wish to receive credit for. It must be current on the National Register – training.gov.au
  • Currency
    CTW will assess the student’s previous study for its currency to determine if the body of knowledge and practice has changed significantly. If the course content has changed significantly and the student has not maintained sustained practice in the field of study, or if the course content differs due to state law and/or license or regulations.

Fees

CTW reserves the right to charge an administration fee for processing of Credit Transfers.

The CEO is responsible for the control and issuance of this policy.

Recognition of prior learning (RPL) is a process of gathering evidence of a student’s current skills, knowledge, and experience to assess their competency against an accredited unit or Competency or Full Qualification. CTW provides all students with the opportunity to receive recognition of their current skills and knowledge. We promote and acknowledge ‘non-traditional’ forms of assessment of competency and the process of RPL is open to all students considering or enrolled in qualifications and accredited courses with CTW.

Students must be aware that the time and fees for RPL exceed those for full completion of an online course with CTW.

In some instances, where students are enrolled in pre-vocational courses, or courses with legislative or regulatory requirements, RPL may not be appropriate. This also applies to students submitting evidence that is not current. Evidence relating directly to legislative and regulatory competence will only be considered if the evidence applies to the most current version of the applicable legislation/regulation. 

The RPL assessment process includes:

Initial Inquiry | Student contacts CTW via the contact details information if they feel they have a case to complete assessment via RPL.

Consultation and Support | Applications for RPL are considered on a case-by-case basis and within 10 business days of application. CTW consults with the student to ensure they understand the nature of evidence collection and have realistic expectations around the time and financial commitment surrounding RPL vs recompleting the training and assessment. 

Provision of Information | Student receives the RPL Kit with all instructions and suggested evidence requirements needed to complete and submit for assessment. 

Evidence Assembly | Students must then collect, document, and organise their evidence as per the RPL Kit requirements to be presented in a Formal Portfolio for assessment.

Assessment, Including Additional Collection & Gap Identification | On receiving a Formal Portfolio, the assessor may ask for additional evidence via avenues such as a competency conversation, video observation, etc. Once sufficient evidence has been collected, the assessor will mark the student as competent (C) or not yet competent (NYC). The assessment of this evidence is done following the CTW Assessment Policy and Procedure. If a student is deemed NYC, they may be given the option for further evidence collection and/or additional learning to be undertaken and a secondary assessment, this may incur additional fees.  

Post-Assessment Guidance | This feedback and information exchange enables the learner to obtain feedback on their Formal Portfolio (assessment) results, informs unsuccessful learners about appeals, and allows the RTO to gain feedback from students on the RPL experience including aspects of process and system for future continuous improvement considerations.

Certification | If assessment successfully demonstrates competency and meets all aspects of the Assessment Policy and Procedure, the result is recorded as per the Records Retention and Management policy and a Statement of Attainment or certification is issued. following the AQF Certification Policy and Procedure.

CTW reserves the right to charge an administration & assessment fee for processing of RPL. Please contact student services for more information regarding fees.

POLICY STATEMENT

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.

PROCEDURE

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 compliants@cleartowork.com.au.
  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 complaints@cleartowork.com.au. 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 skilling@education.gov.au or contacting ASQA at asqa.gov.au.

 

  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.

Clear to Work (CTW) takes the privacy of our students very seriously and we will comply with all legislative requirements. CTW Privacy Policy commits us to adhering to the legislative requirements set down by the Privacy Act 1988 (Cth), including the National Privacy Principles.

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 (www.education.gov.au), 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 to CTW seeking an internal review. A request for an internal review must be in writing and must be made within six months from the date when the suspected breach occurred.

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.