1. Complaint/Grievances Procedures
Any customer complaints or grievances must be brought to the attention of the AQTF Training Manager at The Moreland Group on 03 9380 7777 or email, nathanp@ moreland-grp.com.au 
This could include complaints in relation to assessments, RPL/RCC processes, participation in training courses and any other matter in relation to course information and qualifications.

2. The Moreland Group's Privacy information
We will not disclose any information that we gather about our clients to any third party. We use the information collected only for the services we provide. No client information is shared with another organisation. If a third party requires client information we will obtain written consent from the relevant client prior to release of any information. Should clients seek access to their information we have a documented procedure-requiring authorisation before this can occur. (See Standard 4.1 (vii). In the Australian Qualification Training Framework AQTF)

3. Progress Reports
If you require any information on the progress of your Accredited Course, contact the training manger. This information will also be made available on The Moreland Group's website in the future. Remember to quote your DOB as your password.

4. Refund Policy

We will issue refunds when:

A course/assessment is cancelled by us
Client gives us written notice prior to commencement of course (2 weeks)
Client unable to attend due to extended hospitalisation / illness, and/or pregnancy / childbirth

We will not issue refunds for:

Change in work hours
Inconvenience of travel to class
Moving interstate
Job change or retrenchment
Clients who leave before finishing course/module/Assessment

To apply for a refund contact the training manager as shown above.

5. Mutual Recognition Policy
We acknowledge and support Mutual Recognition as one of the most important features of the Australian Quality Training Framework. To this end we will accept the credentials issued by any other registered training organisation based in any State/Territory of Australia.

6. Code of Practice
Statement

The Moreland Group is committed to integrating Access and Equity principles within all our services that we provide to clients. All staff recognise the rights of clients and provide information, advice and support that is consistent with our Core Business Values and this Code of Practice.

Regardless of cultural background, gender, sexuality, disability or age you have the right to study in an environment that is free from discrimination and harassment and be treated in a fair and considerate manner while you are studying with us.

If, at any time you feel that we are not abiding by our Code of Practice then report your complaints or grievances to Nathan Polley, or complete our complaints an grievances form available to download from our website, CLICK HERE

Information, Advice and Support Services
We provide and support the following services within our Code of Practice:
Client selection, enrolment & induction / orientation procedures
Client selection is derived from the outcomes of our learning & assessment strategies. Our enrolment process is documented in our student handbook. We conduct induction and orientation sessions for staff and students alike.

Course information (including content & vocational outcomes)
Specific course brochures and flyers have been developed for all of the courses within our current scope of registration. Student information sheets for each course and its content also support this.

Fees & charges (including refund policy & exemptions where applicable)
Information on fees, charges and refund policy is clearly documented within our marketing course material that is available through our student handbook and web-site.

Provision for language, literacy & numeracy assessment
We provide provisions for language, literacy and numeracy assessment on request. We also monitor the needs of our client's language, literacy and numeracy skills through our application process, enrolment forms, and interviews.

Client support
Most of our clients are in-house students and therefore very little external support is required. However, the support we offer includes (i) RPL assessment; (ii) options in learning; (iii) guidance via our Equity Officer; (iv) one on one tutoring; (v) pre-course interviews; (vi) training needs analysis; (vii) research facilities; and (viii) information on our web-site.

Flexible learning and assessment procedures
Flexible learning and assessment procedures are documented within our assessment kit and form part of our learning and assessment strategies.

Welfare and guidance services
We will endeavour to provide welfare and guidance to all students/clients. This includes:

i)  Occupational Health and Safety;
ii)  Review of payment schedules when requested
iii)  Learning pathways and possible RPL & RCC opportunities;
iv)  Provision for special learning needs;
v)  Provision for special cultural and religious needs; and
vi)   Provision for special dietary needs.

Appeals, complaints and grievance procedures
We have a documented procedure that covers any appeal, complaint or grievance. Should you have an appeal, complaint or grievance contact the designated person for more detailed information.

Disciplinary procedure
To ensure all course participants receive equal opportunities and gain the maximum from their time with us, these rules apply to all people that attend any of our sessions. Any person(s) whom displays dysfunctional or disruptive behaviour may be ask to leave the session and/or the course.

Dysfunctional behaviour may include:

-        Continuous interruptions to the trainer whilst delivering the course content
-        Smoking in non-smoking areas
-        Being disrespectful to other participants
-        Harassment by using offensive language
-        Sexual harassment
-        Acting in an unsafe manner that places themselves and others at risk
-        Refusing to participant when required in group activities
-        Continued absence at required times

Any person who is asked to leave a session or course has the right of appeal through our appeals process.

Staff responsibilities for Access and Equity issues
At The Moreland Group, we have appointed our Human Resources Manager as student/client Equity Officer, the complete responsibilities are listed within the Human Resources Manager's Duty Statement. The position's main objective is to ensure all staff act in accordance with our Code of Practice and all students / clients are made aware of their rights and responsibilities.

Recognition of Prior Learning (RPL) arrangements
Our RPL process is clearly documented in Standard 8 a-b (of the AQTF standards). All assessment of RPL/RCC applications are reviewed by not less than two staff who are qualified to conduct the assessment, from time to time, or when deemed necessary, we invite a subject matter expert to be part of our assessment process.

Contact Information
If you have any questions regarding this accredited program please call us on
(03) 9380-7777 for a friendly chat with one of our consultants.