1.0 Purpose

1.1 The purpose of this procedure is to indicate how the RTO will support students in their learning program.

2.0 Responsibility

2.1 The Chief Executive Officer or Managing Director is responsible for the implementation of this procedure and to ensure that staff and students are aware of its application and that staff implement its requirements.

3.0 Requirements

3.1 The RTO will provide the opportunity for students to participate in services or provide access to services designed to assist students in meeting course requirements, maintaining their attendance and successfully completing their course of study.

3.2 The RTO designated member of staff to be the official point of contact for students is the Coordinator. The role of the Coordinator is to direct a student to the appropriate person within the RTO in the event a student requires support.

3.3 The RTO will provide the opportunity for students to access course-related support services to assist with issues that may arise during their study. If the RTO refers the student to external support services the cost of these services is to be paid by the student.

3.4 The RTO Manager will present a written report from the Coordinator on support activities provided, and opportunities identified for improvement, at each meeting of the RTO Continuous Improvement Group.

4.0 Definitions

4.1 N/A

5.0 Method

Orientation Program

5.1  An orientation session will be conducted by RTO staff (generally a trainer) prior to any student commencing training in the RTO programs. The orientation session will cover the following:

Prior to commencement of class

Please locate and read the following information in this handbook;
  • Student support
  • Assessment
  • Recognition of prior learning / Mutual Recognition
  • RTO contact people
  • Complaints and appeals
  • Plagiarism and cheating
  • Student code of behaviour
  • Attendance expectations
  • Keeping address and contact details up-to-date
  • RTO facilities and resources
  • Student Mutual Recognition application form
  • Student deferral, suspension or cancellation application form
  • Student refund application form
  • Student RPL application form
  • Student complaints and appeals
  • Student at Risk Procedure

In your first class

At the commencement of your first session your trainer will detail and explain the following;
  • Learning and assessment program
  • OH&S
  • Facilities and equipment
  • Assessment requirements
  • Questions

Student support services

5.2 The primary mechanism for student support is through the Coordinator who is responsible for responding to requests for assistance from students.

5.3 Students requiring additional assistance will be referred to the appropriate ER staff, Coordinator, Trainers, Finance Manager, Chief Executive Officer, and Managing Director or to an appropriate external support provider if this is considered appropriate.

5.4 Before a student is referred to an appropriate external support provider the Coordinator must seek approval from the Chief Executive Officer or the Managing Director.

You may be eligible for subsidised training. Call 1300 00 8775 for more info.


There are a limited number of places. Eligibility criteria applies.
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