Terms of Service
Welcome to PicksGroup
Picks Group Pty Ltd (‘PicksGroup’), ABN 94 166 050 102, is a Registered Training Organisation (RTO No. 40968) recognised by the Australian Skills Quality Authority. The below sets out the Terms of Service relating to PicksGroup’s training services. All course and qualifications enrolments with PicksGroup are subject to the below terms, conditions and policies so please read them prior to enrolment.
ENROLMENT AND COMMENCEMENT
All learners must be 18 years or over to participate in a course with PicksGroup unless express and written permission from a parent or guardian is supplied and is accepted by the appropriate PicksGroup staff member.
It is the learner’s responsibility to note the date, time and location of the course as advertised and advise PicksGroup if they have a medical condition or disability and will need assistance during the course.
For distance, classroom package and online learners, it is the learner’s responsibility to ensure they have the suitable equipment and resources to complete an online course. The learner must provide access to latest version of Internet Explorer (or other similar software), an email account, desktop or laptop computer, reliable internet connection and software to read PDF documents and edit Microsoft Word documents. Students purchasing the Classroom Packages will need the system requirements to operate GotoWebinar which can found here.
Students undertaking TAE40110 Certificate IV in Training and Assessment, TAEDEL401A, TAEDEL402A, TAEDEL301A or BSBCMM301A will require access to Skype or a video recording device as well as a group of 4 people to act as an audience for their training presentations.
If you will be accessing the course from outside of Australia, please contact us prior to enrolment to confirm access to the e-learning portal will be available for your location.
Distance and online courses include trainer support via email only. Phone support is available to distance and online learners at a $50 per hour and can be arrange by emailing firstname.lastname@example.org
The learner enrolled in the course is the only person who can access, complete and receive certification regardless of who paid for the course.
All learners will be requested to complete the ‘Learner Form’ which will be emailed to them after enrolment. Whilst this is not mandatory, the information is requested by the Department of Education to assist the federal and state governments in vocational education and training (VET) research. At the completion of your training program, you will be issued with a Learner Satisfaction Survey. This is a nationally consistent survey tool which is designed to collect feedback from students about their experience with an RTO and in undertaking nationally recognised training. Your completion and return of this survey is important to PicksGroup for our ongoing improvement of services and to enable us to report this information to our registering authority. Your assistance in gathering this survey data is greatly appreciated.
PicksGroup reserves the right to decline admission to a course; terminate a student’s enrolment in a class at any time; or change a course or trainer at any time without notice to course participants.
PicksGroup is not a CRICOS registered organisation. Enrolment in a course with PicksGroup does not make a learner eligible for an Australian student visa.
Details of all our nationally endorsed training products, including course information, fees and entry requirements, can be found at: https://www.picksgroup.com.au/training/qualifications-and-courses/
All prices quoted on our website are in Australian dollars.
Payments may be made by cheque, credit card (MasterCard, Visa or AMEX) or via PayPal. If you wish to pay by cheque, please contact us at email@example.com or 1300 133 225.
A student is not considered enrolled in a course and therefore not eligible for the issue of a Statement of Attainment or Qualification until the full fee is paid. Any places in face-to-face or Classroom Package courses will not be secured until initial payment is received. No Qualifications or Statement of Attainments will be issued until full payment has been received by PicksGroup.
To protect the learner from the possible loss of fees, PicksGroup adheres to a strict regimen that specifies how they collect student fees. For face-to-face courses, PicksGroup accepts payments of no more than $1,500 from each individual student prior to the commencement of the course. If required, the balance of the course cost will be collected on the 3rd day of the course.
PicksGroup does not offer payment via VET FEE-HELP.
STATUTORY COOLING OFF PERIOD
The Standards for Registered Training Organisations require PicksGroup to inform persons considering enrolment of their right to a statutory cooling off period. A statutory cooling off period (which is 10 days) is a period of time provided to a consumer to allow them to withdraw from a consumer agreement, where that agreement was established through unsolicited marketing or sales tactics. These include tactics such as door-to-door sales and telemarketing. A statutory cooling off period allows a consumer to withdraw from a sales agreement within 10 days of having received a sale contract without penalty.
It must be noted that PicksGroup do not engage in unsolicited marketing or sales tactics and therefore a statutory cooling off period is not applicable to our students who have enrolled into a program. For refund options in other circumstances, students must refer to the below refund policy.
COURSE DURATION, DEFERRALS AND EXTENSIONS
Course durations is as outlined on the relevant course page. Commencement is defined as when the initial materials are made available / sent to learners (online / offline delivery) or first day of face-to-face course (intensive delivery). It is the learner’s responsibility to meet the deadline and make appropriate arrangements. After the course deadline, PicksGroup reserves the right to cancel an enrolment without notice. If some of the qualification or course has been completed, a Statement of Attainment will be issued for those units completed and assessed as Competent.
If a learner is having difficulty meeting the course deadline, PicksGroup may, at its sole discretion, grant a 3 month extension to the learner. Any requests for extensions should be sent in writing to firstname.lastname@example.org. Each successful extension request will incur a course extension fee of $240. This must be paid prior to the learner completing any further work.
All learner requests for transfers should made by completing the ‘Transfer Request’ form available by emailing email@example.com. The below outlines available transfers and associated fees.
Transfers may be made to an alternative face-to-face course. All transfers are subject to the availability of alternative courses. Transfer fees charged are:
- Requests received by PicksGroup 10 or more business days prior to the first day of the enrolled course – $150
- Requests received by PicksGroup less than 10 business day prior to the first day of the enrolled course – $500
- Requests received after course has commenced – 50% of the enrolled full course fee
The learner will also be responsible for payment of any difference in course fees.
Self-Paced (Online or Offline) Courses
The only transfers available to self-paced learners are upgrades to face-to-face delivery mode for the same qualification or course as their original enrolment. Transfers are subject to the availability of alternative courses and can not be guaranteed. No transfer fees are charged but the learner will be responsible for payment of any difference in course fees.
The only transfers available for classroom packages are upgrades to face-to-face delivery mode for the same qualification or course as their original enrolment. Transfers are subject to the availability of alternative courses. No transfer fees are charged but the learner will be responsible for payment of any difference in course fees. Learners may transfer to alternative virtual classroom, one-on-one sessions and presentation days provided a written request is received 5 or more business days prior to the session. All written requests should be sent to firstname.lastname@example.org. Transfers to alternative sessions are subject to the availability of alternative courses and can not be guaranteed.
It is the student’s responsibility to ensure that they have enrolled in the correct course and have the ability to complete the course. PicksGroup encourages all potential students to read and understand the course information and contact us with any further queries before enrolling.
All learner requests for refunds should made by completing the ‘Refund Request’ form available by emailing email@example.com. Refunds will be made available subject to the following conditions:
An initial non-refundable administration fee of 25% of the total course price applies to all enrolments. Refunds are issued as follows:
- Requests received by PicksGroup 10 or more business days prior to the first day of the course will receive a refund of the course fee paid less the initial non-refundable administration fee.
- Requests received by PicksGroup less than 10 business day prior to the first day of the course will not be entitled to a refund. PicksGroup will retain or invoice the student for the fees (up to $1,500 depending on course costs) that were required to guarantee course placement.
- No refund will be granted after a course has commenced.
Distance / Self-Paced (Online of Offline) Courses
No refund is available to learners once the course has been made available. This is deemed to be when they receive an email with details to access their course materials (distance and online learners) or the business day following their enrolment (offline learners).
An initial non-refundable administration fee of 25% of the total package price applies to all enrolments. Refunds are issued as follows:
- Requests received by PicksGroup 5 or more business days prior to the first day of the program will receive a refund of the course fee paid less the initial non-refundable administration fee.
- Requests received by PicksGroup less than 5 business day prior to the first day of the course will not be entitled to a refund.
- No refund will be granted after a program has commenced.
PicksGroup will consider individual cases of extenuating circumstances on a case by case basis. Extenuating circumstances may include but not be limited to sickness or death in immediate family or individual medical circumstances. A medical certificate or other equivalent documentation must be provided as evidence for all requests involving extenuating circumstances. Refunds will be issued at PicksGroup’s sole discretion.
Where a learner’s enrolment is terminated due to a breach of the Student Code of Conduct or Terms of Service, no refund will be issued.
Our Guarantee to Clients
If for any reason PicksGroup is unable to fulfil its service agreement with a learner, PicksGroup will issue a full refund for any services not provided. The basis for determining “services not provided” is to be based on the units of competency completed by the student and which can be issued in a Statement of Attainment at the time the service is terminated. Learners should allow up to 15 business days for refunds to be issued.
Offline learners who require replacement of issued learner guide or workbooks will be liable for $30 charge per unit to cover the cost of replacement.
Distance and online learners may purchase printed copies of learner guide or workbooks for $30 charge per unit. The cost of providing electronic copies is included in the course price.
ACCESS TO YOUR RECORDS
Learners are responsible for advising PicksGroup of any changes to their contact details by emailing firstname.lastname@example.org.
Learners are entitled to have access to their student file and learning and assessment records on request. Whilst these records will be retained by PicksGroup, you are welcome to have access and request a copy.
Learners are entitled to request a replacement Statement of Attainment or Qualification certificate. A PDF copy will be emailed to the learner free of charge. Any requests for a printed copy will incur a $30 fee. All learners will need to provide 100 points of identification when requesting replacement statements.
Learners who wish to order or view their records need to make a request by completing the ‘Student Records Request’ form available by emailing email@example.com. In order to view their records, learners will need to:
- Provide 100 points of identification
- Have a valid reason for requesting to view their records
- Have an employees of PicksGroup present at all times when viewing the records
- If a printed copy is required, make payment of $30 per page
Learners are not permitted to view the records of any other learner. If a learner requires a third person to view their records, a signed consent form must be completed. This form is available by emailing firstname.lastname@example.org.
All records of results, including Qualifications and Statements of Attainment, will be retained for 30 years.
Assessments for qualifications are competency based and assess learners against unit requirements. To be assessed as competent, learners will need to provide evidence which demonstrates that they have the essential knowledge and skills to successfully complete the relevant unit to the required standard. Students are required to be competent in all areas to receive an overall competency mark.
If their assessment result is ‘Competent’, PicksGroup will issue all AQF certification documentation (Qualifications and Statements of Attainment) to a learner within 30 calendar days of the student being assessed as competent, providing all agreed fees the learner owes to PicksGroup have been paid and the learner has provided their Unique Student Identifier number and date of birth.
The course fee includes three reassessment attempts for each course. If more assessment attempts are required, an additional assessment fee of $150 applies per assessment. Where learners repeatedly do not demonstrate competence following significant learning and assessment support, a learner’s enrolment can be determined through mutual agreement.
The participant may appeal any assessment decision within 28 days of being informed of the assessment decision in writing by sending a completed ‘Appeals’ form to the Compliance Manager via emailing email@example.com. The ‘Appeals’ form is available from the Compliance Manager. The Compliance Manager will consider the matter and advise the learner in writing of the outcome. An assessment appeal fee of $50 must be paid by the learner prior to the Compliance Manager considering the matter.
PicksGroup acknowledges the requirement as an RTO to recognise the Qualifications and Statements of Attainment issued by other RTOs. It allows a student to be awarded a unit of competency based on successful completion of the unit which has been previously awarded. This is limited to outcomes that are drawn from the national skills framework being units of competence awarded and accurately identified in statements of attainment and qualifications.
The following guidelines are to be followed in relation to national recognition:
- Any student is entitled to apply for national recognition in a course or qualification in which they are currently enrolled.
- Students may not apply for national recognition for units of competence or qualification which are not included in PicksGroup scope of registration.
- Whilst students may apply for national recognition at any time, they are encouraged to apply before commencing a training program. This will reduce unnecessary training and guide the student down a more efficient path to competence.
- The student does not incur any fees for national recognition and PicksGroup does not receive any funding when national recognition is granted.
- National recognition may only be awarded for whole units of competence. Where a mapping guide identifies a partial credit, this will not be considered for national recognition.
- National recognition will only be issued when the student’s enrolment includes at least one other unit of competence for which the student is participating in training or is seeking recognition. Student may not enrol only for national recognition.
- The recognition of a unit of competence under a national recognition arrangement is not contingent on the applicant demonstrating their currency. If the unit has been previously awarded and equivalence can be demonstrated then the unit can be recognised. The currency of the applicant is not a factor to be considered.
The learner must provide a copy of the original Certificate or Statement of Attainment certified by a Justice of the Peace, or a duplicate issued by the originating RTO in the correct format. PicksGroup may choose to verify the Certificate or Statement of Attainment with the originating RTO. The approval of national recognition cannot be guaranteed and should it not be granted, the learner will need to complete the work required to gain competency in the unit or course enrolled.
Students who believe that they can satisfy the above requirements for national recognition may apply by completing the ‘National Recognition Application’ form for an exemption by emailing firstname.lastname@example.org.
RECOGNITION OF PRIOR LEARNING (RPL)
Recognition of prior learning (‘RPL’) involves the assessment of previously unrecognised skills and knowledge that an individual has achieved outside the formal education and training system. RPL assesses this unrecognised learning against the requirements of a unit of competence, in respect of both entry requirements and outcomes to be achieved. By removing the need for duplication of learning, recognition encourages an individual to continue upgrading their skills and knowledge through structured education and training towards formal qualifications and improved employment outcomes. This has benefits for the individual and industry. Most importantly, it should be noted that recognition is just another form of assessment.
Students who believe that they can satisfy the requirements of any course competency because of prior learning, practical experience or both, and wish to be exempted from re-doing this competency may request more information and a RPL pack by emailing email@example.com. RPL will depend on the learner’s experience, qualifications and presented evidence and cannot be guaranteed. RPL is not issued for individual units of competencies.
All RPL assessments will incur a non-refundable fee of $1,000 which is payable prior to the application being assessed. This cost is in addition to any previous course fees paid. Given this, students are strongly encouraged to contact us to discuss RPL options prior to enrolling in their course.
Should RPL not be granted, this fee can be credited to course fees for the same qualification. In this case, the learner will need to complete the work required to gain competency in the unit or course enrolled.
The following guidelines are to be followed when an application for recognition of prior learning is received:
- Any student is entitled to apply for recognition in a course or qualification in which they are currently enrolled or intending to enrol.
- Learners may not apply for recognition for units of competence or a qualification which are not included in PicksGroup scope of registration.
- Whilst learners may apply for recognition at any time, they are encouraged to apply before enrolling in a training program. This will reduce unnecessary training, costs and guide the student down a more efficient path to competence.
- Assessment via recognition is to apply the principles of assessment and the rules of evidence.
- Recognition may only be awarded for whole units of competence.
INDIVIDUAL NEEDS – CORE AND LANGUAGE LITERACY AND NUMERACY SKILLS
Core skills, including language, literacy and numeracy skills are critical to almost all areas of work. This is particularly true in many vocations where language, literacy and numeracy skills influence the performance of workplace tasks such as measuring, weighing and comprehending written work instructions.
Learners must have a good understanding of the English language as course materials are only available in English. Broadly, learners must be able to count, check and accurately record, read, interpret, estimate, measure and calculate to ensure they meet the training standards.
If learners don’t believe they meet the above requirements or have further queries, they should contact PicksGroup on 1300 133 225 or via email – firstname.lastname@example.org prior to enrolment for assessment of their core, language, literacy and numeracy skills and discussions of potential support offered by PicksGroup, including:
- Offering training and assessment materials and strategies that are easily understood and suitable to the level of the workplace skills being delivered;
- Providing clear information to students about the detail of the language, literacy and numeracy assistance available;
- Referring students to external language, literacy and numeracy support services that are beyond the support available within PicksGroup and where this level of support is assessed as necessary; and
- Negotiating an extension of time to complete training programs if necessary.
Where students are referred to external language, literacy and numeracy support services, an additional cost may apply for these services. This is determined by the third party in consultation with the student. No fees are charged by PicksGroup.
If you have any questions regarding the core or LLN skills for your course, would like us to complete an assessment of your core/LLN skills or would like to discuss potential support offered by PicksGroup, please contact us prior to enrolment on 1300 133 225 or via email email@example.com.
STUDENT CODE OF CONDUCT
PicksGroup’s goal is to create a fair and efficient environment for all learners. All learners must behave and communicate in an appropriate manner. Any learner using inappropriate communication or acting with disregard to PicksGroup’s Term of Service, policies or procedures, may have their course suspended or cancelled. Where a learner’s enrolment is terminated due to a breach of the code of conduct or Terms of Service, no refund will be issued.
It is considered cheating for a learner to dishonestly present an assessment task or activity as their own work to represent your own understanding of and/or ability. This includes submitting someone else’s work as their own; submitting another author’s work without proper acknowledgement; or allowing another learner to submit their learner instead of their own work. If evidence of cheating is established the learner will be contacted to outline the concerns with their submitted work. The learner will then have an opportunity to respond to any allegations of cheating or plagiarism. If PicksGroup determines the learner has engaged in cheating or plagiarism their work will be returned unmarked and will count towards one attempt for their assessment submission. PicksGroup may also choose to terminate their enrolment in which case all course fees paid are forfeit and non-refundable.
We are committed to, and will take reasonable measures to ensure the safety and wellbeing of all learners, staff, tutors and others visiting our premises. We expect that at all times the learners and others will take care of their own safety and that of others.
To help us achieve this we ask that you:
- Participate in their induction on the first day of face to face classes;
- Take note of the evacuation plan and identify their nearest exit;
- Take seriously any call to evacuate;
- Do not undertake activities which may cause injury to self or others;
- Be responsible for your own actions;
- No smoking at the training and assessment facilities or offices;
- No consumption of alcohol within training and assessment facilities or during the conduct of training and assessment;
- Keep training and assessment areas neat and tidy at all times;
- Seek assistance if you volunteer to lift items e.g. move furniture in a training area;
- Observe hygiene standards particularly in eating and bathroom areas;
- Report any hazards or anything they think is unsafe to their trainer;
- Report any incidents and near misses to their trainer; and
- If a learner requires first aid, they should seek assistance from their trainer.
PicksGroup is committed to ensuring that the training and assessment environment is free from discrimination and harassment. All PicksGroup staff members (including contractors) are aware that discrimination and harassment will not be tolerated under any circumstances. In the event that discrimination and harassment is found to have occurred disciplinary action will be taken against any staff member who breaches this policy. Suspected criminal behaviour will be reported to police authorities immediately. Learners should expect fair and friendly behaviour from PicksGroup staff members.
Learners who feel that they have been discriminated against or harassed should report this information to a staff member of PicksGroup that they feel they can trust. This will initiate a complaints handling procedure which will be fair and transparent and will protect your rights as a complainant. Alternatively, if a learner wishes to report an instance of discrimination or harassment to an agency external to PicksGroup, they are advised to contact the HREOC Complaints Info-line on 1300 656 419.
Harassment or discrimination should not be confused with legitimate comment and advice (including feedback) given appropriately by management or trainers. Staff and learners should not make any frivolous or malicious complaints.
PicksGroup is committed to providing opportunities to all people regardless of their background. Our learner selection criteria is non-discriminatory and aims to provide fair access to training for the disadvantaged whilst ensuring compliance with relevant legislation and maintaining a safe environment for all participants.
A flexible assessment process will be undertaken to consider the requirements of people with special needs or situations. In this case, flexibility must not lessen the overall value of a course program but should be seen as a willingness to take different avenues to reach results with the qualification while retaining the same worth and value.
To assist in identifying any special learning needs, we ask that all learners provide us information regarding any specific needs or expected learning difficulties prior to the start of your training.
OUR EXPECTATION OF YOU
PicksGroup expects you:
- To contribute to learning in a harmonious and positive manner irrespective of gender, race, sexual preference, political affiliation, marital status, disability or religious belief.
- To comply with the Terms of Service, rules and regulations of PicksGroup.
- To be honest and respectful, which includes not falsifying work or information and not conducting yourself in any way that may cause injury or offence to others.
- To be responsible for your own learning and development by participating actively and positively and by ensuring that you maintain progress with learning modules.
- To monitor your own progress by ensuring that assessment deadlines are observed.
- To utilise facilities and PicksGroup publications with respect and to honour our copyrights and prevent our publication from being distributed to unauthorised persons.
- To respect other learners and PicksGroup staff members and their right to privacy and confidentiality.
UNIQUE STUDENT IDENTIFIER
If you’re studying nationally recognised training in Australia from 1 January 2015, you will be required to have a Unique Student Identifier (USI). Your USI links to an online account that contains all your training records and results (transcript) that you have completed from 1 January 2015 onwards. Your results from 2015 will be available in your USI account in 2016.
When applying for a job or enrolling in further study, you will often need to provide your training records and results (transcript). One of the main benefits of the USI is the ability to provide learners with easy access to their training records and results (transcript) throughout their life. You can access your USI account online from your computer, tablet or smart phone anytime. More information is available here: http://www.usi.gov.au/Training-Organisations/Documents/FactSheet-Student-Information-for-the-USI.pdf
It’s free and easy to create your own USI and will only take a few minutes of your time. You can create your USI here: http://www.usi.gov.au/create-your-USI/Pages/default.aspx
PicksGroup takes all complaints seriously and has a fair and transparent process in place for handling complaints. Our Compliance Manager is responsible for investigating all complaints; making and recording the outcome of their decisions; and notifying all relevant parties of the decision. If the complaint is about the Compliance Manager in their role as a trainer or assessor, the Chief Executive Officer will be responsible for resolving that particular complaint.
A complaint is negative feedback about services or staff which has not been resolved locally. A participant may complain about any aspect of our dealings with them. PicksGroup will act upon any substantiated complaint.
If a learner is unhappy or dissatisfied with an aspect of our service, they should firstly consult their trainer in an attempt to resolve the issue. If the issue is with the trainer, and the participant feels that they would prefer not to approach the trainer, they should discuss verbally with the Compliance Manager by phoning 1300 133 225. All learners must attempt to resolve their complaint verbally prior to lodging a formal complaint.
PicksGroup undertakes to apply the following principles to its complaints handling:
- A written record of all complaints is to be kept by PicksGroup including all details of lodgement, response and resolution. PicksGroup will maintain a complaints register to be used to record the details of the complaint and to maintain a chronological journal of events during the complaint handling process. Records relating to complaint handling are stored securely to prevent access to unauthorised personnel.
- A complainant or person lodging a complaint is to be provided an opportunity to formally present his or her case at minimal or no cost.
- Each complainant may be accompanied and/or assisted by a support person at any relevant meeting.
- The handling of a complaint is to commence within 7 working days of the lodgement of the complaint and all reasonable measures are taken to finalise the process as soon as practicable.
- The complainant is to be provided a written statement of the outcome, including details of the reasons for the outcome. A written response must be provided to the complainant within fourteen (14) days of the lodgement of the complaint.
- The complainant is to have the opportunity for a person or a body that is independent of PicksGroup to review his or her complaint following the internal PicksGroup complaint process. It is noted that a review of findings by an independent person or body will generally only relate to the appeals process and is less likely to be required in complaints handling.
- Complaints must be resolved to a final outcome within sixty (60) days of the complaint being initially received. Where PicksGroup Chief Executive Officer considers that more than 60 calendar days are required to process and finalise the complaint, the CEO must inform the complainant in writing, including reasons why more than 60 calendar days are required. As a benchmark, PicksGroup will attempt to resolve complaints as soon as possible. A timeframe to resolve a complaint within thirty (30) days is considered acceptable and in the best interest of PicksGroup and the complainant. A complainant should also be provided with regular updates to inform them of the progress of the complaint handling. Updates should be provided to the complainant at a minimum of four (4) weekly intervals.
- PicksGroup shall maintain the enrolment of the complainant during the complaint process.
- Decisions or outcomes of the complaint process that find in the favour of the student or otherwise shall be implemented immediately.
- Complaints are to be handled in the strictest of confidence. No PicksGroup representative will disclose information to any person without the permission of PicksGroup Chief Executive Officer. A decision to release information to third parties can only to be made after the complainant has given permission for this to occur. This permission should be given using the Information Release Form by emailing firstname.lastname@example.org.
- Complaints are to be considered and handled to ensure the principles of natural justice and procedural fairness are applied at every stage of the complaint handling process. This means that the complainant is entitled to be heard with access to all relevant information and with the right of reply. The complainant is entitled to have their complaint heard by a person that is without bias and may not be affected by the decision. Finally the decision must be made based on logical evidence and the decision-maker must take account of relevant considerations, must act for a proper purpose and must not take into account irrelevant considerations.
PicksGroup provides the opportunity for persons making a complaint who are not satisfied with the outcomes of the complaints handling process to seek a review by an independent person. To facilitate this, PicksGroup will engage a suitably qualified and experienced VET consultant to provide this review impartially on behalf of the student.
A complainant who remains not satisfied with the process applied by PicksGroup following review by an independent party may refer their grievance to the Australian Skills Quality Authority (www.asqa.gov.au). Students are to be advised that ASQA will require the student to have exhausted all avenues through PicksGroup internal complaints handling procedure before taking this option.
Complaints in relation to consumer related issues may be referred to the Office of Fair Trading.
PicksGroup takes all assessment appeals (‘appeals’) seriously and has a fair and transparent process in place for handling appeals. Our Compliance Manager is responsible for investigating all appeals; making and recording the outcome of their decisions; and notifying all relevant parties of the decision. If the appeal relates to an assessment made by the Compliance Manager in their role as a trainer or assessor, the Chief Executive Officer will be responsible for resolving that particular appeal.
An appeal is an application by a learner for reconsideration of an unfavourable decision or finding during training and/or assessment. An appeal must be made in writing by completing the ‘Appeals’ form. This form is available from the Compliance Manager via emailing email@example.com. Appeals must be submitted to PicksGroup within 28 days of the learner being informed of the assessment decision or finding.
PicksGroup undertakes to apply the following principles to its appeals handling:
- A written record of all appeals is to be kept by PicksGroup including all details of lodgement, response and resolution. PicksGroup will maintain an appeals register to be used to record the details of the appeal and to maintain a chronological journal of events during the appeals handling process. Records relating to appeal handling are stored securely to prevent access to unauthorised personnel.
- An appellant is to be provided an opportunity to formally present his or her case at minimal or no cost.
- Each appellant may be accompanied and/or assisted by a support person at any relevant meeting.
- The handling of a appeal is to commence within 7 working days of the lodgement of the appeal and all reasonable measures are taken to finalise the process as soon as practicable.
- The appellant is to be provided a written statement of the outcome, including details of the reasons for the outcome. A written response must be provided to the appellant within fourteen (14) days of the lodgement of the appellant.
- Appeals must be resolved to a final outcome within sixty (60) days of the appeal being initially received. Where PicksGroup Chief Executive Officer considers that more than 60 calendar days are required to process and finalise the appeal, the CEO must inform the appellant in writing, including reasons why more than 60 calendar days are required. As a benchmark, PicksGroup will attempt to resolve appeals as soon as possible. A timeframe to resolve a appeal within thirty (30) days is considered acceptable and in the best interest of PicksGroup and the appellant. A appellant should also be provided with regular updates to inform them of the progress of the appeal handling. Updates should be provided to the appellant at a minimum of four (4) weekly intervals.
- PicksGroup shall maintain the enrolment of the appellant during the appeals process.
- Decisions or outcomes of the appeals process that find in the favour of the student or otherwise shall be implemented immediately.
- Appeals are to be handled in the strictest of confidence. No PicksGroup representative will disclose information to any person without the permission of PicksGroup Chief Executive Officer. A decision to release information to third parties can only to be made after the appellant has given permission for this to occur. This permission should be given using the Information Release Form by emailing firstname.lastname@example.org.
If after consultation with the Chief Executive Officer, the student remains unsatisfied with the assessment process, the learner may also make a complaint in accordance with the complaint handling procedure detailed above.
PicksGroup takes the privacy of learners very seriously and complies with all legislative requirements. These include the Privacy Act 1988, Privacy Amendment (Enhancing Privacy Protection) Act 2012 and Australian Privacy Principles. Please be informed that:
- PicksGroup will retain personal information about you relating to your enrolment with us. This includes your personal details, your ethnicity and individual needs, your education background. We will also retain records of you training activity and are required to do this in accordance with the National Vocational Education and Training Regulator Act 2011.
- Your personal information is retained within our hard copy filling system and our computer systems. You information is collected via the enrolment process, Learner Form and through your completion of administrative related forms and based on your training outcomes. Hard copy files are secured in lockable filing cabinets which are monitored throughout the day and secured in the evening. Electronic data retained on our computer systems is protected via virus protection software and firewall protection. Our data is backed up continuously to our server which is secure.
- PicksGroup is required by the National Vocational Education and Training Regulator Act 2011 to securely retain your personal details for a period of 30 years from the date your enrolment has completed. The purpose of this is to enable your participation in accredited training to be recorded for future reference and to allow you to obtain a record of your outcome if required.
- In some cases we are required by law to make student information available to Government agencies such as the National Centre for Vocational Education and Research or the Australian Skills Quality Authority. In all other cases PicksGroup will seek the written permission of the student for such disclosure. PicksGroup will not disclose your information to any person or organisation unless we have written instructions from you to do so. If you require your records to be accessed by other persons, you need to authorise this access otherwise this access will be denied.
- You have the right to access information that PicksGroup is retaining that relates to you. Further instructions are provided on how to access records within the section titled “Access to Your Records”.
- If you have concerns about how PicksGroup is managing your personal information, we encourage you to inform our staff and discuss your concerns. You are also encouraged to make a complaint directly to us using our internal complaint handling arrangements outlined in this Terms of Service. Under the Privacy Act 1988 (Privacy Act) you also have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC) about the handling of your personal information. You can find more information about making a privacy complaint at the website of the OAIC located at: http://www.oaic.gov.au/privacy/privacy-complaints.
OUR CONTINUOUS IMPROVEMENT OF SERVICES
PicksGroup is committed to the continuous improvement of our training and assessment services, student services and management systems. Central to this commitment is our approach to continuous improvement and the procedures we apply to achieve systematic and sustained improvement.
The primary method of reporting opportunities for improvement by learners is via the continuous improvement reporting procedure. This procedure allows any person to raise a Continuous Improvement Report for consideration by the Continuous Improvement Committee. Often these reports will be generated after an opportunity for improvement has been identified by a staff member or student. The Continuous Improvement Report template is available on request by emailing email@example.com. Learners are encouraged to provide feedback to PicksGroup so we can improve our services in the future.
At the completion of your training program, you will be issued with a Learner Questionnaire. This is a nationally consistent survey tool which is designed to collect feedback from learners about their experience with an RTO and in undertaking nationally recognised training. Your completion and return of this questionnaire is important to PicksGroup for our ongoing improvement of services and to enable us to report this information to our registering authority. Your assistance in gathering this survey data is greatly appreciated.
LEGISLATIVE AND REGULATORY REQUIREMENTS
PicksGroup is subject to legislation related to training and assessment as well as general business practice. This legislation governs our obligations as a Registered Training Organisation (RTO), our obligations to students, and relates to the industry in which we conduct training.
This legislation may also impact on PicksGroup staff and learners as legislative and regulatory requirements may affect their duties or participation in vocational education and training.
PicksGroup is responsible for the quality of the training and assessment in compliance with the Standards for RTOs (2015) and the issuance of AQF certification documentation. The legislation that particularly affects the delivery of our training and assessment services includes:
- National Vocational Education and Training Regulator Act 2011
- Student Identifiers Act 2014
- Work Health and Safety Act. 2011
- Trade Practices Amendment (Australian Consumer Law) Act (No. 1 and 2) 2010
- Age Discrimination Act 2004
- Disability Discrimination Act 1992
- Disability Standards for Education 2005
- Racial Discrimination Act 1975
- Sex Discrimination Act 1984
- Privacy Act 1988 and Australian Privacy Principles (2014)
- Fair Work Act 2009
- Copyright Act 1968
New South Wales
- Work Health and Safety Act 2011
- Workplace Injury Management and Workers Compensation Act 1998
- Children and Young Persons (Care and Protection) Act 1998
- Disability Services Act 1993 & Disability Services Regulation 2003
- Privacy and Personal Information Protection Act 1998
- Fair Trading Act 1987
- Vocational Education and Training Act 1996
- Education Service Providers (Full Fee Overseas Students) Registration Act 1991
- Equal Opportunity Act 1984
- Fair Trading Act 1987
- Occupational Safety and Health Act 1984
- Working With Children (Criminal Record Checking) Act 2004
- Training and Skills Development Act 2008
- Work Health and Safety Act 2012
- Workers Rehabilitation and Compensation Act 1986
- Fair Trading Act 1987
- Education and Training Reform Act 2006
- Occupational Health and Safety Act 2004
- Accident Compensation (Workcover Insurance) Act 1993
- Disability Act 2006
- Fair Trading Act 1999
- Working With Children Act 2005
- Vocational Education, Training and Employment Act 2000
- Vocational Education, Training and Employment Regulation 2000
- Work Health and Safety Act 2011
- Workers’ Compensation and Rehabilitation Act 2003
- Child Employment Act 2006
- Child Protection Act 1999
- Fair Trading Act 1989
Australian Capital Territory
- Training and Tertiary Education Act 2003
- Work Health and Safety Act 2012
- Workers Compensation Act 1951
- Discrimination Act 1991
- Fair Trading Act 1992
- Work Health and Safety Act 2012
- Industrial Relations Act 1984 (certain functions)
- Industrial Relations (Commonwealth Powers) Act 2009
- Workers Rehabilitation and Compensation Act 1988
- Fair Trading Act 1990
- Work Health and Safety (National Uniform Legislation) Act 2011
- Child Protection (Offender Reporting and Registration) Act 2013
- Consumer Affairs and Fair Trading Act 2013
Every effort has been made to ensure the accuracy of the information contained in our website and in any proposal or marketing material provided by us to learners and others, however we accept no liability to any person or entity with respect to any inaccuracy, misleading information, loss or damage caused directly or indirectly by the information contained in our website, proposal or other materials. Information on PicksGroup’s website is changed frequently.
No warranties except those implied by law and which cannot be excluded are given by PicksGroup in respect of the materials and products supplied. Where it is lawful to do so, the liability of PicksGroup for a breach of a condition or warranty is limited to either the rectification or replacement of the materials or products or a refund of the purchase price paid for the materials or products (excluding any delivery charges), as determined by PicksGroup at its sole discretion. To the extent permitted by law, PicksGroup will not be liable for any consequential loss or damage suffered as a result of the use of materials or products supplied by PicksGroup. It is a condition of sale of all products that the customer and learner acknowledges and warrants that it has relied on its own skill and judgment or that of its professional advisers on the suitability of the materials or products for specific purposes and indemnifies PicksGroup from and against any suit, claim, demand or compensation which the customer or others may have against PicksGroup in relation to the materials or products provided to the customer or learner and the customer or learner’s use of the products or materials.
CHANGES TO TERMS AND CONDITIONS
PicksGroup reserves the right to modify, update or amend the conditions of the student’s enrolment or the Terms of Service at any time. If amendments are made that negatively impact the student’s enrolment the student will be informed 7 days prior to changes taking effect.
Disclaimer – Website
If you continue to browse and use this website you are agreeing to comply with and be bound by the following disclaimer, together with our terms and conditions of use.
The information contained in this website is for general information purposes only and is provided by www.picksgroup.com.au. While we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. You need to make your own enquiries to determine if the information or products are appropriate for your intended use.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
Through this website you may be able to link to other websites which are not under the control of www.picksgroup.com.au. We have no control over the nature, content and availability of those websites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, www.picksgroup.com.au takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
Disclaimer – Course and Training Materials
PicksGroup endeavours to provide up-to-date and accurate information in all our materials. All our information is meant as guidance only and is not to be considered advice. The information contained in our materials is provided from a general perspective and is not specific to a particular business or any specific businesses circumstances.
All our information in our materials has been professionally compiled from a range of sources, publications and resources including government services which we believe to be accurate and reliable. Although we endeavour to ensure the currency of the information, we do not make any representations or warranties about the accuracy or reliability, currency or completeness of anything contained in these materials at any time. Any reliance you place on such information is therefore at your own risk.
PicksGroup recommends that users of our materials exercise due care and skill when considering the relevance of the information for their particular circumstances and obtain professional advice where appropriate.
Copyright Notice – Website
This website and its contents are the copyright of Picks Group Pty Ltd – © 2015. All rights reserved.
Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following. You may print or download contents to a local hard disk for your personal and non-commercial use only. You may copy some extracts only to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.
You may not, except with our express written permission, distribute or commercially exploit the content. You may not transmit it or store it on any other website or other form of electronic retrieval system.
Copyright Notice – Course and Training Materials
The information contained in our course and training materials is proprietary to Picks Group Pty Ltd. No part of the information or our materials may be shared or used for commercial, resale or for any other revenue purpose. Unauthorised use of this information may constitute a violation of copyright laws and is strictly prohibited.
In addition, no part of course and training materials (including text, artwork, graphics) may be reproduced, translated, used in derivative works, stored in information and/or retrieval systems, or transmitted in any way or by any means, including, but not limited to, electronic, magnetic, digital, optical, laser-based, mechanical, or otherwise, without our prior written permission.