1. Through completion of this online form and acceptance of the Terms and Conditions, a binding agreement shall arise between you and ITHEA Corporation Pty Ltd trading as Institute of Tertiary and Higher Education Australia herein after called “ITHEA”, which shall be governed by the laws of Victoria.
2. By accepting these Terms and Conditions, you confirm that you have a) downloaded and read the ITHEA Local Student Handbook and Orientation Guide, b) visited the course page on our website or downloaded the course brochure and are aware of ALL the requirements of this course, c) visited the course page on our website and downloaded the ITHEA Indicative Fee Schedule for Local Students and are aware of the fees applicable, to you, for this course.
3. This Agreement is subject to ITHEA Fees and Charges, Refund Policy (See Below)
4. By accepting these Terms and Conditions, you agree to comply with ITHEA policies and procedures/processes as published on the ITHEA website
5. By accepting these Terms and Conditions you are confirming that you fulfill all entry requirements for the Course in which you are enrolling.
6. By accepting these Terms and Conditions you agree to pay the Course Fee (plus GST if applicable) for the Course you have selected under this Written Agreement in accordance with ITHEA Fees and Charges, Refund Policy. Upon receipt of the Course Fees for the period of course you have paid for, ITHEA agrees to: a) deliver the course to you; b) continue to supply you with materials, as agreed by ITHEA; b) grade your assignments; c) answer queries about your course;
7. The Course Fee does not cover postage to ITHEA, nor any materials that are not listed as Course Materials for your Course. ITHEA notes that, depending on your particular Course, you may need to provide your own equipment in addition to the Course Materials at your cost.
8. The Course Fee does not include computer hardware, software or other information technology resources which are required for participation in your Course. Please consult the course information on ITHEA website for information on materials required. Examples of required materials are computer with internet access.
9. Subject to successful completion of all course requirements and the Course Fee being paid in full, ITHEA will issue you with appropriate certification for your Course.
10. If you do not complete your Course, ITHEA will issue you with a Statement of Attainment corresponding to units of competency completed in full and paid for in full. ITHEA will not provide a Statement of Attainment which includes successfully completed units if those units have not been paid for in full.
11. If you fail to pay any installment by the due date, your access to the course will be suspended until you have paid the full installment amount.
12. The content of the Course Materials, including copyright and all other such intellectual property rights contained therein, remain the property of ITHEA or a nominated third party. You may not reproduce any part of the Course Materials without the prior written consent of ITHEA.
13. The duration of your enrolment is the length of the course indicated in this Agreement commencing at the point which you have elected. By accepting this agreement you agree to this duration. In the event that you do not complete the Course within the given timeframe, your enrolment will be immediately cancelled without refund. Please see the Course Fees and Charges, Refund Policy for information of options for extending your training program beyond the duration.
14. If you are under 18 years of age, ITHEA will process this Written Agreement and the enrolment attached hereto once it has been signed by your parent or guardian. By signing this Written Agreement, your parent or guardian agrees to be bound by the terms contained herein and shall become legally responsible for all payments to ITHEA with respect to your Course.
15. It is your responsibility to inform ITHEA in writing of any corrections or changes to your personal details including name, address and phone numbers, payment options and banking details within 7 days of any changes.
16. You will be required to participate in the completion of the National Outcome Survey (NCVER), during the course of my training of my training program.
Student Complaints and Appeals Policy and Procedures
1.0 Purpose
The purpose of this procedure is to define the system available to students for dealing with complaints and appeals, independent resolution and appellant rights.
Each student may be accompanied and assisted by a support person at any relevant meetings and has the opportunity to formally present their case at minimal or no cost.
The procedure requires a written record of the complaint or appeal to be kept in the student’s Administrative file. The student is also given a written statement of the outcome, including all details of the reasons for the outcome.
2.0 Responsibility
The Student Manager is responsible for implementation of this procedure and ensuring that staff and students are made aware of its application.
3.0 Requirements
1. Students who are concerned about the conduct of ITHEA are encouraged to attempt to resolve their concerns using this procedure.
2. All prospective students will be provided with information about complaints and appeals before making a contract to enrol and again at course commencement.
3. All complaints and appeals will be handled professionally and confidentially in order to achieve a satisfactory resolution
4. All parties will have a clear understanding of the steps involved in the procedure
5. Students will be provided with details of external authorities they may approach, if required
6. At any stage in the complaint or appeals process students are entitled to have their own support person included in the complaint/appeals/resolution process.
7. All complaints and appeals will be managed fairly and equitably and as efficiently as possible
8. The process will commence within ten (10) working days of the formal lodgement of the complaint or appeal and supporting information. ITHEA will attempt to resolve any complaint or appeal fairly and equitably and all reasonable measures will be taken to finalise the process as soon as practicable.
9. Students may raise any matters of concern relating to training delivery and assessment, the quality of the teaching, student amenities, discrimination, sexual harassment and other issues that may arise.
10. ITHEA will encourage the parties to approach a complaint or appeal with an open view and to attempt to resolve problems through discussion and conciliation. Where a complaint or appeal cannot be resolved through discussion and conciliation, we acknowledge the need for an appropriate external and independent agent to mediate between the parties.
11. A student’s enrolment must be maintained if the student chooses to access ITHEA’s complaints and appeals process and the process is ongoing.
12. If the internal or external complaint handling or appeal process results in a decision that supports the student, ITHEA must immediately implement any decision and or corrective and preventative action required and then advise the student of the outcome.
13. Nothing in this procedure inhibits student’s rights to pursue other legal remedies. Students are entitled to resolve any dispute by exercising their rights to other legal remedies.
4.0 Definitions
1. Complaint – dissatisfaction with a service offered, discrimination or treatment received at ITHEA.
2. Complainant – person making the complaint
3. Appeal – dissatisfaction with a decision made by ITHEA
4. Appellant – person making the appeal
5.0 Method (Note: Each student may be accompanied and assisted by a support person at any relevant meetings.)
Informal Complaint Process
1. Any student with a complaint may raise the matter with trainers and coordinators of ITHEA and attempt an informal resolution.
2. Students who are not satisfied with the outcome of the complaint are encouraged to register a formal complaint.
Formal Complaint Process
3. Should the complaint remain unresolved after informal resolution is attempted then the student should complete a Formal Complaint and Appeal form and contact the Student Manager and arrange a meeting. At this meeting the complaint can be raised and a resolution attempted.
4. At the complaint meeting:
•The complaint must be recorded in writing and signed and dated by the complainant and the Student Manager
•The outcome of the complaint meeting and reasons for the decision must be recorded in writing and signed and dated by the complainant and the Student Manager
5. The Student Manager will attempt to resolve the complaint with the student and any other parties who may be involved. The resolution phase must commence within 10 working days of the complaint being lodged. (It should be noted that a maximum time of 20 working days will be allotted in which a resolution can be reached. This will be known as the resolution phase.)
6. Following the complaint meeting and resolution phase, ITHEA must document and convey the decision to the student and act to rectify any substantiated complaint
7. If a student is dissatisfied with the outcome of the formal complaint meeting then they may institute an internal appeals process by completing the Formal Complaint and Appeal form and indicating that an appeal is being sought.
Appeals
Internal Appeals
8. Internal Appeals may arise from a number of sources including appeals against assessment, appeals against discipline actions and appeals against decisions arising from complaints. The essential nature of an appeal is that it is a request by a student to reconsider a decision made by ITHEA.
9. Students appealing an assessment or RPL outcome will be given the opportunity for reassessment by a different assessor selected by ITHEA. Costs of reassessment will be met by ITHEA. The recorded outcome of the assessment appeal will be most favourable result for the student from either the original assessor or the reassessment.
10. The student’s enrolment must be maintained while an internal complaint/appeal is in progress and the outcome has not been determined if the internal complaint or appeal is initiated by the student.
11. The appeal resolution phase must commence within 10 working days of the internal appeal application being lodged.
12. The Appeals panel will comprise two senior staff members not directly involved in the matter and will be convened by the Student Manager within 10 days of the appeal being received.
13. The outcome of the internal appeal and reasons for the outcome will be recorded in writing and signed and dated by the Appeal Panel and placed in the student file.
14. The student is advised in the written outcome advice from their internal appeal that they have 10 working days to access the external appeals process and must advise ITHEA if they intend to do so.
15. Following the internal appeal ITHEA must convey the decision to the student and implement any improvement actions arising from the complaint.
External Appeals
16. If the matter is still unresolved after the above procedures have been implemented and the internal appeals process exhausted, Local students are advised for an external appeal.
17. The student shall be referred to government agencies such as: Consumer Affairs Australia: The Australian Consumer Law (consumerlaw.gov.au)
ASQA complaint page: www.asqa.gov.au/complaints
Students bear the costs for external appeal.
18. Where a decision or outcome is in favour of the student, ITHEA will follow the required action to satisfy the student’s complaint as soon as possible.
19. The details of the complaints and appeals, procedures followed and outcome are placed in the student file.