Registered Training Organisation (RTO) Policies and Procedures

As a not-for-profit company and registered charity, Sydney Community College has at the heart of its mission the provision of affordable and accessible education and training programmes that develop individual and community capacity and support inclusivity.

To achieve this through our RTO, the College pursues an active quality assurance, compliance, consumer protection and student support ethos and partners with community organisations and Government to deliver learning programmes for those with tailored or specific needs who might otherwise miss out.

Please take the time to read the following RTO Policies and Procedures and our Quality Assurance Framework. These ensure that our courses, student support and business operations are transparent, fair and comply with Government regulatory requirements.

Glossary of Terms in Vocational Education and Training (VET)

The following is a guide to better understand some common terms used in vocational education and training.

Access and Equity

At Sydney Community College, we are dedicated to creating a welcoming and inclusive environment for all students, ensuring that everyone is treated with respect and fairness, regardless of their gender, sexuality, race, nationality, cultural background, age, marital status, physical or intellectual abilities, or religious beliefs.

We follow the Disability Services and Inclusion Act 2023 to ensure that students with disabilities receive appropriate support.

Student Support Services

At Sydney Community College, we believe in supporting you throughout your learning journey. We offer assistance including:

• Additional learning support with your trainer — by phone, email, or with extra class sessions
• Volunteering opportunities through our community partners to build work experience and add to your resume
• Career and mentoring support to provide guidance and advice on pathways to employment in your chosen field
• Interpreter services and advice on accessing other community support services in your area

For further information, please contact the RTO Manager or Customer Service on 02 8752 7555.

Unique Student Identifier (USI)

As part of your enrolment, you'll need a USI — your personal student number for all Vocational Education and Training (VET) courses in Australia. It keeps a secure record of all VET courses you complete, no matter where you study, and allows you to access your training records and transcripts easily online.

Recognition of Prior Learning

Sydney Community College is committed to recognising learners' prior learning and qualifications through its Recognition of Prior Learning (RPL) and Credit Transfer (CT) processes.

RPL is the assessment of skills and knowledge you have acquired through previous training, work or life experience which are relevant to the course you are doing. You can be granted part or all of a unit of competency by RPL. Evidence required may include:

• Records of completed training
• Assessment items and assessment records
• Declarations from your employer

Credit Transfer (CT) is recognition that you have previously completed a unit of your course through VET or higher education. To receive a credit transfer you must provide formal evidence such as a qualification certificate, transcript, statement of attainment, or your USI transcript. When credit is recognised, you do not need to repeat training or assessment for that unit.

Contact the College to discuss evidence requirements. Our RTO Manager will discuss your options, which may also include further training.

Fees and Fee Protection

SCC would not collect more than $1,500 in pre-paid fees for courses leading to a VET qualification in accordance with the Standards for RTOs. The following procedure applies to refunds, transfers and/or withdrawals:

• A full refund is processed when course cancellation is actioned by SCC, or where the student withdraws verbally or in writing prior to course commencement
• A pro rata cancellation fee totalling the charge of one Unit of Competency is charged when a student has commenced the course and subsequently withdraws or fails to return
• Evidence of refund is retained for each unit of competency where no participation in training has been undertaken at the time of cancellation
• A statement of fees is provided to the relevant party, including all fees applied and any fees refunded
• Where Credit Transfer or RPL is applicable and a modification has been made to the student fee, a pro-rata refund is provided on the amended amount

Privacy

SCC adheres to the 13 Australian Privacy Principles issued by the Office of the Australian Information Commissioner (OAIC). Keeping information secure is a priority for the College.

When you enrol in a VET course, the College is required by law to provide personal information about you to the NSW Government and to the Federal Government's National Centre for Vocational Education Research (NCVER) and the Department of Education, Skills and Employment. This information is used for:

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

For questions about this process email VET-DataPolicy@dese.gov.au. To make a complaint email privacy@dese.gov.au.

To seek access to or correct your personal information held by the College, please contact principal@sydneycommunitycollege.edu.au.

Quality Training and Assessment

The Trainers and Assessors

Our trainers and assessors are well qualified and experienced in their fields. They engage in ongoing professional development to maintain and enhance their skills and knowledge and are committed to supporting student learning and success.

The Course

Your course will be delivered in accordance with the relevant Training Package requirements. The qualification or Statement of Attainment issued to you on successful completion will be nationally recognised. Where the College includes non-accredited training components, a Record of Achievement is issued to successfully completing students in recognition of their learning.

Attendance and Participation

Engagement in scheduled learning activities is critical to your success. Learning includes trainer-led instruction, peer collaboration, and practical activities. Students are expected to attend a minimum of 80% of scheduled contact hours.

The Assessment Process

Your assessment is designed to measure your ability to meet industry and workplace standards. Assessment methods may include practical demonstrations, written tasks and projects, case studies, observations and discussions.

Upon completion of an assessment, students will be graded as:

• Competent (C) — You have demonstrated the required skills and knowledge
• Not Yet Competent (NYC) — You need further learning or reassessment

Requesting an Assessment Review

If you disagree with your assessment result, you have the right to appeal within 14 days of receiving the result.

Issuing Your Certification

If you have successfully met all required assessment criteria, you will be issued with a Qualification and/or a Statement of Attainment in accordance with the Standards for RTOs.

• A Qualification confirms you have successfully completed all requirements of a full program, including the qualification title, code, and a list of all units of competency completed
• A Statement of Attainment is issued when you have completed one or more units of competency but have not met the full requirements of a qualification

If you lose your certification, you may request a replacement free of charge for the first reissue. The reissued certificate will reflect the original date of issuance. Requests must be submitted in writing to the RTO Manager. Additional replacement requests may incur a fee.

Complaints and Feedback

SCC is committed to maintaining a fair, transparent and accessible process for handling complaints, appeals and feedback in accordance with the Standards for RTOs.

Aim

To ensure that student grievances are managed consistently and effectively.

Policy

To ensure all complaints and grievances are appropriately evaluated, they must be in writing. The College will respond to student complaints and grievances in a fair and timely manner.

Procedure

Before making a complaint, it is strongly recommended that wherever possible, a student discusses the issue with the class tutor or trainer and progresses to a formal claim only if the solution proposed by the tutor or trainer is unsatisfactory.

How to Lodge a Complaint

The College policy is that we will provide a quality learning experience and that all assessment will be in line with national standards. If a student believes that the course has not been a quality learning experience (and/or in the case of an accredited VET course, an assessment has been unfair), then redress and/or refund may be sought. A student may seek redress or refund if they believe that:

• The College has not delivered what was promised in the course promotion (the promotion consists of the course description, agenda, learning outcomes, venue and class times)
• The quality of teaching is not to a reasonable standard. Note: The quality of teaching cannot be reasonably assessed in less than 25% of the allocated teaching time
• In the case of an accredited/VET course, an assessment was unfair
• A student was treated unfairly
• The venue and/or equipment are not to a standard which would enable the achievement of the stated course outcome

Claims for Refund, Credit or Reassessment

To claim a refund, credit or reassessment under the grounds above, a student must inform the College in writing identifying which areas have been below standard, providing a full explanation substantiating the claim. This may be done via email to Customer Service, or by post to:

The matter will be reviewed by a staff member who may seek further information including the opinion of the tutor, an independent subject expert, and a survey of opinions of other class members. The student will be notified by email or post of the decision within 14 days, or if this is not possible, the student will be given a date when the matter will be decided.

Whilst a claim is under consideration, it is recommended that a student continue to attend the course. If a student continues to attend or completes the course and then makes a claim, this will not prejudice a claim for refund or credit. If the decision of the College is in favour of the student, an offer of refund or credit may be made — this may be a full refund, a part refund, an offer of credit to the same course in a future term, or a reassessment. All transactions may attract an administrative charge of $25.

Feedback

We encourage students and stakeholders to provide feedback to improve our courses, services and operations. Feedback can be submitted formally through surveys, suggestion boxes, or directly to staff. All complaints, appeals and feedback will be handled confidentially. No complainant or appellant will face disadvantage for raising concerns in good faith.