Learner Information

Support Services

SydneyLearning is committed to providing training and assessment services that promote access, equity and diversity for all learners. We observe all relevant State and Commonwealth legislative and regulatory requirements including those relating to:

• Occupational Health and Safety
• Anti Discrimination Act
• Privacy and Personal Information Protection Act
• Human Rights and Equal Opportunity Act
• Racial Discrimination Act
• Sex Discrimination Act
• Vocational Education and Training

These regulatory requirements are incorporated into our policies, processes and services. All SydneyLearning training and assessment and support staff have a responsibility to ensure compliance in these areas through our commitment and service to clients.

• Counselling Services - Services are available to SydneyLearning students which provide short term assessment and support for crisis and critical incidents. Please contact the RTO Supervisor for further details.
• Disability Services - Learners with disabilities will have access to facilities and services to support them. It is important during the application process to inform the RTO Supervisor regarding the nature of the disability. This will ensure learners have equal access within the training environment.
• Language, Literacy and Numeracy (LLN) - SydneyLearning has available staff for learners who require additional support with assessment. Please contact the RTO supervisor for advice. Our experienced Trainers and Assessors will also provide support to learners in developing and individualised learning plan if necessary.

For further information regarding the above information please contact us.

Recognition of Prior Learning (RPL)

Recognition of Prior Learning (RPL) is a process where competency is recognised from previous learning and experience without the need for further training and development. You are encouraged to look carefully at your current skills, work roles and responsibilities for the possibility of applying for RPL. You should understand the assessment criteria as outlined in the Unit of Competency (UoC) that has to be addressed prior to lodging your application to the RTO Supervisor. If you apply for assessment through RPL, you will be supported through the process by an assessor. If successful, the fee for the unit will be credited towards the fee for undertaking further training and assessment for the unit.

RPL Process

Step 1 – An interview with your assessor

During this interview you will discuss your skills and experience and complete the attached forms with your assessor.

Step 2 – Collect evidence of your skills and experience

Following your initial interview, you are required to provide proof of your variety of experience in the industry. This may be from workplaces or voluntary work, and may include previous study. The assessor will provide a guide on the types of evidence you will need to collect.

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the assessor will work with you during the RPL process and may engage you in other forms of assessment such as workplace observation or questioning.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 3 – Conversation with Assessor

An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer industry related questions to identify your current skills.

Step 4 – Practical demonstration of your skills

The assessor may conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that you will need to demonstrate.

Further steps

After the assessment, your assessor will give you information about the skills that have been recognised and whether you have been granted RPL. If you do have skills gaps, these may be addressed through further training.

Recognition of qualifications issued by other RTOs

SydneyLearning will recognise Australian Quality Framework (AQF) qualifications and statements of attainment issued by other RTOs that are no more than 5 years old and that are related to the competencies in our scope. If the qualification is more than five years old, additional evidence may be required to validate currency.

Complaints and Appeals

Assessment Appeals

SydneyLearning believes that learners have access to effective systems for resolving any appeals. If you disagree with the grade awarded, first consultation will take place between you and your assessor. If the matter is not resolved at this meeting you may approach the RTO Supervisor to pursue the matter further. The RTO Supervisor will deal with the matter promptly and attempt resolution. If not resolved at this level, you can lodge a formal letter with the RTO Supervisor and the appeal becomes official. The grounds for appeal must be clearly stated in all documentation.

Official Appeal Procedure

Internal Appeals and Grievance Process

The official appeal procedure comprises a number of steps and can be used for complaints regarding the delivery, quality of service, training and any other matter relating to the experience of being a SydneyLearning student. Once an official letter is received, SydneyLearning will endeavour to resolve the matter within ten days. If you have attempted to resolve the matter informally with the trainer or assessor, but you are not satisfied with the outcome, a letter should be written to the RTO Supervisor. The RTO Supervisor will acknowledge the letter and invite you to attend a meeting to present your case. The RTO Supervisor will discuss the issues with you and if resolved, will be confirmed in writing.

If the matter is not resolved, the RTO supervisor will arrange a meeting with the Head of Programs and Education. You will receive a written response that will include information about the right to further external appeal and the process for doing so.

External Appeals and Grievance Process

In the event that you remain dissatisfied with the outcome of the internal procedure, you have the right to access an external appeals process. SydneyLearning has chosen the National Training Complaints Hotline on 1800 000 674 as the external reviewer. Alternatively, you may choose to contact the Vocational Education and Training Accreditation Board (VETAB) on (02) 9244 5335 or vetab@det.nsw.edu.au.

Refunds and Cancellations

SydneyLearning is committed to the provision of a fair and reasonable refund policy for all applicants. Applications for transferring, cancelling or refunding must be submitted in writing and given to the RTO Supervisor.

Cancellation of enrolment or request to transfer to another SydneyLearning course

Written request more than 10 business days prior to course commencement
SydneyLearning will refund the course fee paid less the non-refundable administration fee.

Written request 10 business days or less to the course commencement
SydneyLearning will not refund the course fee paid or the administration fee.

Non-attendance
If the applicant does not attend the Course the course fee and the administration fee will not be refunded.

Refund

Written request more than 10 business days prior to course commencement
SydneyLearning will refund the course fee paid less the non-refundable administration fee.

Written request 10 business days or less to the course commencement
SydneyLearning will not refund the course fee paid or the administration fee.

Non-attendance
If the applicant does not attend the Course the course fee and the administration fee will not be refunded.