Quality Assurance information to candidates for RPL
Terms
All fees, costs and terms are included in the quote provided to you PRIOR to acceptance of your enrollment. If accepted for enrollment,a non-refundable deposit is quoted and required prior to booking your on-site recognition interview with your Aboard Training Australia assessor.
Prior to enrollment
Please read the Aboard Training Australia guide to recognition, Aboard policies for assessment, refund, and complaints procedures prior to enrollment. Contact Aboard Training Australia on 07 3105 5944 if you need help in completing the enrollment form or understanding the RPL process. You are required to provide a current resume that details your experience, and complete the enrollment form. This information will help the assessor and yourself during the onsite assessment, and may speed up the RPL process.
During the on-site assessment
The assessor will ask you to describe your standard work procedures, ask "what if …?" and "how does this….?" style questions that indicate your knowledge and experience. You may be asked to describe by scenario things like " during contingencies, how do you prepare for safety of persons and production?" Some scenario demonstrations may be required, like "can you show me how the management system works?" The assessor will need to record descriptions of your work. Your nominated referee will need to be contacted by phone during or after the on site visit. Please inform your referee that your assessor will need to make contact for a brief chat.
After the assessment
The assessor will need to sort, consider and write up all the information gathered and this may take a few days. You may wish to add new information afterwards. This is fine. The assessor will check that all items are considered and make a decision based on the information supplied, the units of competency requirements (see
Issue of statements and qualifications
A statement of attainment (and qualification if successful) will be issued listing units attained by you according to the outcome of assessment of your skills. Statements generally take 7 - 10 days for issue. The statement of attainment will identify your competent and not competent units. The assessor will indicate pathways to tafes and training organsisations if required. The full criterion for successful assessment is described in the Qualification and unit descriptors viewable on
Duration of on-site RPL Assessment
Onsite duration will depend on the quality of evidence that you supply and the assessor can help you identify. Your assessor will advise you of the anticipated duration. If you have not provided required evidence within 3 months from date of enrollment your RPL will be considered as lapsed or completed, when a statement of attainment will be issued for each unit assessed and marked competent or not competent.
Extension of time
Contact Aboard Training Australia for extension of time if you will be away for long periods. If however you have provided enough evidence you can expect a Statement of Attainment or Qualification in 7 - 10 days. Please ring office admin 07 3105 5944 to check current expected issue times.
Information on customer service policies and procedures
Customer service policy
We desire excellent customer / client relations but not at the expense of truth & honesty in assessing against the industry standards. We strive to be faithful to the standards and fair to the customer.
Access to assessment records
Training records may be made available to state and federal auditors as requested for quality audits. Where an employer has paid for the assessment/program, the employer may be given information relating to a record of assessment outcomes for feedback purposes and continual improvement of assessment services only with approval of the candidate.
Issue of replacement certificates
Customers can request a replacement certificate by mailing a request stating that loss of the original has occurred. A replacement fee of $30.00 may apply for printing and mailing of each replacement certificate.
Appeals policy
Appeals to assessment results
Note: This policy does not remove the right for the candidate to take further action under Australia's consumer protection laws. Also the training provider's dispute resolution process does not remove the candidate's right to pursue other legal remedies. The Managing Director shall have the final say regarding any decisions arrived at by Aboard Training Australia. Access to this policy will be provided to the candidate with the enrollment form. Any candidate wishing to appeal the assessment results will have to contact the assessor within one month of receiving the assessment results. We will deal with all appeals when they arise.
Upon receipt of an appeal we will:
- Record the complaint in the appeals register including: name, description, date received
- Offer the candidate an opportunity to formally present their case to the Managing director
- Organise the meeting within 14 days between the candidate and or candidate representative, assessor staff if appropriate and independent person if requested by the candidate.
- The meeting will go through the stages of a. identifying the cause of the appeal, b. researching to establish factual evidence, c. considering options and solutions, d. agreeing on actions, (note the provision for reassessment upon appeal will be provided) e. implementation time frames for agreed action/s, f. monitoring arrangements to check that the appellant has received written notification of the appeal meeting's outcome within another 14 days.
- Keep all records of appellant's work, meeting and agreed outcomes etc as per the above points for the next external audit and AQTF required timeframes.
- Accept any decision of the independent panel/person if dispute is not resolved
Appeals mechanism
Appeals will be addressed only on receipt of a written complaint. On receipt of a documented appeal, we will move without delay to re-assess the decision. The revised result will be stated or re-stated. We believe that there is no question about our decisions – Either a candidate is or is not competent. We believe that there is no grey area – However we will at our expense engage the services of a respected R.T.O. to ascertain the valid position. This decision will be regarded as final and we shall abide by that decision. Naturally we will require the engaged R.T.O. to clearly document its' process & findings. All Assessments will be: - A. Fair. B. Valid. C. Reliable. D. Consistent. E. Flexible. F. Accountable. Consequently a non-competent candidate will be assessed Not Competent. This must always be the case. This policy is made on the principle of "A Fair Go" for all involved.
Confidentiality policy
Customer information contained on enrollment and assessment records and obtained during and after the RTO/ Candidate relationship is confidential and is kept within the organisation. The company will however comply with specific orders for information demanded by state and federal court warrants. In the case where a customer's health or safety may be at stake, or other person/s health or safety may be at stake, the RTO may give information to a bona fide representative of the government or health or safety agency upon request in written form.
Debt recovery
The Company reserves the right to give customer particulars relating to debt recovery to bona fide collection agencies/agents in the event of non payment.
Refund of assessment fees
Refund procedure
Unless otherwise stated on the enrollment form, an initial non-refundable cancellation fee of up to $140 will apply.
Notification period for refunds
The period of notice a participant is required to give to receive a refund, when the participant intends to withdraw from a assessment for which fees have been paid in advance is 14 days, unless otherwise noted on the enrollment form or supplementary enrollment material.
Refundable amounts/ refund for hardship once assessment has commenced in the service provided. No refund is available to participants who leave after the first day and before finalising the service provided, unless the participant can provide a medical certificate or show extreme personal hardship. In that case, fees may be refunded at the discretion of a RTO director.
Should Aboard Training Australia cancel an assessment, participants are entitled to refund or transfer of funds to another/ future assessment. In this event, participants will be given their preferred option.
Complaints policy
- Aboard Training Australia will endeavor to resolve fairly any just complaints made to staff by its customers.
- When a customer contacts Aboard Training Australia with a complaint the person receiving the complaint will inform the office within 24 hours. The office manager shall log the complaint by assigning it an Enrollment ID number in the complaints register database. The office manager will write this number on the Customer Complaints form and send the form to the customer within 2 working days. The Managing Director shall investigate or assign a staff member to investigate the complaint within 2 days of the returned complaint form being received at Aboard Training Australia.
- A first response date to the customer shall be set and entered in the Customer Complaints Register. The customer is informed of this first response date by logged phone call, logged mail or email within a further 24 hours.
- The investigating staff member shall contact the customer and discuss the complaint details and report the outcome of the resulting dealings with the customer to the managing director or nominated person, enter the results of the investigation into the Customer Complaints Database.
- Based on the findings of the investigation the Managing Director shall determine the action needed to address the complaint and reply to the customer within 2 working days. If no outcome is determined within 10 working days the matter will be closed out. The decision of the Managing Director will be final. THIS POLICY AND PROCEDURE WILL NOT NEGATE ANY RECOURSE AVAILABLE TO THE CUSTOMER THAT EXISTS IN LAW.