We are committed to the provision of exceptional quality education and a great learning experience. This is underpinned by our robust policies and procedures.
Training and Assessment
The objective of the policy is to maintain consistency and rigour in all aspects of our course design and delivery.
Qualification and Certification
The objective of the policy is to ensure that we issue Australian Qualification Framework (AQF) qualifications and statements of attainment in accordance with our scope of registration and AQF Qualification Issuance Policy.
Admissions and Enrolment
We aim to ensure that admission standards are transparent, robust and informed by external referencing and internal quality assurance processes to certify that admitted students have the skills, knowledge, preparation and proficiency in English needed to succeed in their studies.
This policy outlines the principles governing the determination of admission criteria (pre-requisites), selection of applicants, and enrolment of students in our qualifications, courses, skill sets and non AQF award courses.
The objective of the policy is to maintain consistency and rigour across admissions, allocation of Recognised Prior Learning and to facilitate the enrolment of our students.
This policy outlines the principles which guide our approach to internal quality assurance and continual improvement of Vocational Education (VET) delivery and operational activities.
The objective of the policy is to ensure that we retain a whole-of-institution approach to planning and quality which informs strategic and operational planning, risk, student recruitment and admission standards, course approvals and review, teaching and learning, student support and resource allocation.
Records and Data Management
This policy outlines the principles that guide our approach to the management of data and records.
The objective of the policy is to ensure that physical and digital records and data asset management is a strategic process that helps us to meet our strategic objectives and regulatory obligations.
Student Wellbeing and Support
We are committed to ensuring that students are effectively supported throughout their studies, from transition to study through to graduation. Our students are supported via a research-informed student well-being and support model that is embedded in our framework and process for student engagement and support; academic progression and early intervention in relation to students at academic risk; student behavioural misconduct; managing critical incidents; addressing student complaints and grievances; and considering student appeals.
This policy provides the broad structure which underpins this commitment.
Marketing and Communication
This policy outlines the principles which guide UNE Partnerships’ external communications with students, clients, agents and the general public.
The objective of this policy is to ensure that external communications by and on behalf of UNE Partnerships is consistent with UNE Partnerships’ values and corporate brand identity, as well as any relevant regulatory obligations.
This policy provides the broad structure through which UNEP examines assessment items for Academic Misconduct.
Admissions, Enrolment, Withdrawal and Cancellation
The purpose of this procedure is to outline the processes through which students are admitted, enrolled withdrawn or cancelled.
Complaints and Grievances
The purpose of this procedure is to outline the process through which students may raise a complaint or grievance in relation to an academic or administrative decision or advice received from UNE Partnerships
Re-Crediting FEE-HELP Balances
The purpose of this procedure is to outline the process through which students may seek to have their FEE-HELP balance refunded or re-credited.
Student Information Handling
The purpose of this procedure is to support and supplement the UNEP Records and Data Management Policy.
We understand that policies and procedures, rules and regulations can be quite complex, so please contact one of our friendly Course Advisors if you would like to find out more.
Frequently Asked Questions (FAQ’s)
This section contains further information relating to frequently asked questions:
UNE Partnerships encourages participation in education and training programs from all sectors of the market and provides professional and caring student support services throughout the study period.
Under the Disability Standards for Education 2005, education providers are required to provide students with a disability with reasonable adjustments to enable them to participate on the same basis as other students.
Most UNE Partnerships courses are open to any applicant working in a job role or undertaking a personal endeavour that provides sufficient opportunity to practice new skills and develop competency in a real-life setting. Course specific entry requirements are detailed in the Admissions and Enrolment Policy.
Prospective students are encouraged to discuss any special needs with a course advisor prior to enrolment.
Recipients of UNE Partnerships qualifications are eligible to apply for credit towards AQF qualifications available through UNE Partnerships and other RTOs in accordance with relevant Training Package qualification packaging rules and recognition requirements.
Pathways to undergraduate and postgraduate awards of the University of New England are also available for some qualifications subject to entry requirements.
Visit Pathways to UNE for more information.
If you are unhappy with an assessment result you should discuss this directly with your assessor in the first instance.
If you are dissatisfied with the outcome of the discussion you may lodge a formal written appeal outlining the circumstances with the Program Manager within 20 working days of receiving the disputed result.
UNEP will commence assessment of an appeal within 10 working days of it being made and undertakes to finalise the outcome as soon as practicable.
Please refer to the Student Complaints, Grievance and Appeals procedure for further information.
UNE Partnerships undertakes to deal with complaints fairly, providing advice and guidance for a satisfactory and unbiased outcome. If you are unhappy with any aspect of the service provided by UNE Partnerships you should discuss this directly with a member of the student services team. If you are unhappy with the outcome of the discussion you may lodge a written complaint with the Program Manager outlining the reason for dissatisfaction.
UNEP will commence assessment of an appeal within 10 working days of it being made and undertakes to finalise the outcome as soon as practicable.
Please refer to the Student Complaints, Grievance and Appeals procedure for further information.
As experienced distance education providers, we understand how important communication is. We use our online site to take advantage of current technology and make sure that information and contact points are up to date and go to the right people, while also giving you the opportunity to use the forms of contact that suit you.
UNE Partnerships will provide detailed information about each course to students prior to enrolment. Our course advisors are available during business hours to discuss any of our courses. Please use the pre-enrolment information checklist below to ensure you have the information you need.
Learning and assessment
Enrolled students are encouraged to contact their allocated assessor for support and advice on learning content and assessment tasks. Contact details are provided on the online site.
Student services team
The student services team is available during business hours to discuss any aspect of your enrolment and provide assistance with your study to schedule or re-schedule your assessment submission timetable, help with site navigation and information sources and generally aid progress through the course. Contact details are provided on the online site.
UNE Partnerships is aware of its obligations to provide consumer protection for all students as designated in the Competition and Consumer Act 2010, the NSW Fair Trading Act 1987, the NVR Standards for RTO’s 2015 and the Smart and Skilled Consumer Protection Policy. To ensure our customers are fully protected and are aware or their rights and of avenues of complaint we have developed a Customer Protection Strategy as listed below.
UNE Partnerships is committed to ethical marketing practices; we will not undertake marketing that is misleading, deceptive or of unconscionable conduct and will take extra care when marketing to vulnerable consumers who may be less able to understand what they are signing up for.
We understand that Australian Consumer Law (ACL) applies to all education and training services, including:
- advertising, marketing and promotion
- soliciting and taking enrolments
- training delivery
- student assessment
- handling of complaints by training providers
- requests to cancel a student’s enrolment.
The ACL also applies when these services are provided by third parties on our behalf.
Smart and Skilled students
- The Director Education and Training is the designated Customer Protection Officer and is responsible for handling all complaints and grievances and for ensuring compliance with Consumer Protection legislative and Funding Body contractual compliance.
- The contact details of the Customer Protection Officer will be made available to all clients on the website and in pre-enrolment information.
- Details of, or links to, the Smart and Skilled website and 1300 77 2104 contact number will be made available on all public information including the website, brochures/information downloaded from the website or printed, enrolment forms and student induction material.
- A link to the Smart and Skilled Consumer Protection Strategy will be included in Student Information available on our website.
- If after following the Complaints and Appeals Process, a student feels matters are unresolved to their satisfaction and wish to inform a third party, they will be provided with contact details for NSW Department of Industry Consumer Protection Unit for Students.
- We will not offer inducements of any kind, either directly or through marketing agents, to encourage student enrolment.
- Students enrolled under Smart and Skilled funding must confirm they have received Consumer Protection Information. This will be included in the Declaration made by students when completing the Proof of Eligibility Checklist on enrolment.
Contact details for the Customer Protection Officer as follows:
- Meg Michell
Director of Education
(02) 6773 0002
If for any reason you wish to defer your involvement in training and assessment, please discuss this with your trainer as a first step. Your trainer may refer you to another appropriate staff member to discuss any support requirements or to the Customer Protection Officer if you have a complaint or grievance. In all instances we will endeavour to implement processes that will support you to continue with your training.
If you do decide to defer you can only do so for a maximum of 12 months, after this time you will not be entitled to continue with your course.
UNE Partnerships promotes awareness of personal safety, security and legal issues in relation to the use of alcohol or other drugs and is committed to encouraging and assisting staff, contracted personnel and students to realise their full personal and academic potential within a healthy and safe environment.
Enrolment fees, and any associated charges for a program, are stated on our website. Payment must be received in full or a payment plan entered into before course materials are issued or before attending workshops and/or residential schools.
For enrolments subsidised or organised and sponsored by employers or other sponsors, students give authority for us to provide information relating to their enrolment and study progress to their employer and/or sponsoring organisation.
UNE Partnerships uses the following accounting procedures to ensure student fees are protected:
- On enrolment, all fees paid are placed into deferred income and only recognised as income as service delivery is measured by the elapsed study period.
- Cash reserves equal to all delivery costs for unearned income is retained by UNEP to ensure full teach-out capability for enrolments.
Please visit our Statement on Tuition Assurance for further information.
Foundation Skills are those skills relating to learning, reading, writing, oral communication and the course (employability) skills that are required in the workplace. All training products include assessment of Foundation Skills at a level relative to the qualification level. Assessment of Foundation Skills is embedded in the assessment tasks.
A qualification is issued to students who have successfully completed the assessment requirements related to all units of competency required for that qualification. Students must successfully complete all modules and assessment activities as required in the relevant industry training package or course accreditation to receive the qualification.
Each qualification is accompanied by an academic transcript which lists the units of competency (or modules of study for accredited courses) and the student’s level of achievement.
Students who exit their course prior to completing all requirements are entitled to receive a statement of attainment for all modules or units of competency satisfactorily completed. Students may re-enrol at a later date and complete the program. Fees will apply for re-enrolment.
An administration fee is payable for re-issue of qualifications and/or statements of attainment.
Please refer to the Qualifications and Certification Policy for further information.
UNE Partnerships provides online resources for most courses and encourages students to use the online submission portal to lodge work for assessment. To take advantage of these options you will need access to an Internet-enabled computer with the following recommended configurations:
- Mac OS 10.11 or later.
- Windows 7, Windows 8.1 or Windows 10.
Run the bandwidth check at SpeedTest
- 256KB will only be sufficient for email and basic webpages, but will make downloads of large files (such as electronic readings) slow.
- .5Mbps or 1500Kbps will give you a reasonably fast connection to the internet and should cause little delay with downloads of large files (such as electronic readings or podcasts) and give you acceptable speeds for low quality audio streams.
- If you take part in a 2-way conversation (for example in a GoToMeeting Webinar or during a Skype meeting) and have to have your video and well as your audio active to participate, an upload speed of about 400kbps is recommended.
- A connection speed of 1.5Mbps or higher should give you sufficient bandwidth for all online teaching tools used at UNE Partnerships.
At least one from the list below (though we recommend that you have a second browser installed as backup)
- Microsoft Edge (included in Windows 8 and above)
- Internet Explorer 11 (included in Windows operating system)
- Firefox (download latest version here)– recent versions
- Chrome (download latest version here)– recent versions
- Safari (included in Mac operating system)– recent versions
- Microsoft Office 2016 or higher OR other equivalent office suite
- Adobe Acrobat Reader (download latest version here)
- Flash player (download latest version here)
- Media player (iTunes or VLC or Windows Media player).
- Headset with microphone, speakers and camera (for webinars, recording audio assessments and/or Skype discussions with your assessor)
- Should be enabled
UNE Partnerships will ensure that all enrolled students:
- are provided with sufficient information about the course training and assessment requirements to enable them to make an informed decision regarding enrolment in the course
- have their personal information protected in accordance with the Australian Privacy Principles and have access to that information on request
- are fully informed of fees and charges to complete the training course, including charges for equipment
- are provided with information regarding the implications of government training entitlements and subsidy arrangements in relation to the delivery of the service and enrolment in other training
- are fully informed of their obligation in relation to the repayment of any debt to be incurred under the VET Student Loans scheme
- receive quality training and assessment that meets the National VET Regulator Standards for RTO’s
- receive the training and support necessary to enable competency to be achieved within the capacity of our business
- receive AQF certificates and Statements of Attainment on successful completion of the training course
- have access to our consumer protection system, including an identified Consumer Protection Officer and our Complaints and Appeals Process
- receive a refund for services not provided in the event of the training program being terminated early or if the agreed services are not provided either by ourselves or by a third party delivering on our behalf
- are provided with a safe training environment free from harassment and discrimination.
All students must ensure that they:
- provide an USI or give permission to obtain one on their behalf
- provide true and accurate information
- always behave in an ethical and responsible manner when engaged in training and assessment activities
- meet assessment deadlines
- meet their Work Health and Safety (WHS) duty of care responsibilities by immediately reporting any WHS concerns or incidents in the training environment and follow any WHS-related instructions.
- do not behave in any way that might intimidate, threaten, harass or embarrass other students, UNE Partnerships staff or other people
- are punctual and enthusiastic when participating in scheduled training and assessment sessions
- are free from drugs and alcohol at all times while in the training environment
- do not cause damage to equipment or facilities
UNE Partnerships conducts periodic reviews to ensure compliance with all state and federal legislative requirements for RTO’s including but not limited to workplace health and safety, harassment, discrimination, equal opportunity and vocational education and training legislation.
UNE Partnerships courses are self-directed online study programs and they rely heavily on text-based resources to support study. All students will need:
- moderate numeracy and English literacy skills
- moderate computer skills, an internet-enabled computer and access to an internet-enabled computer IT Requirements (above).
- to be working in a job role that provides sufficient opportunity to develop competency and complete the assessment requirements.
Course specific entry requirements are detailed in the Admissions and Enrolment Policy.
UNE Partnerships recognises the qualifications and statements of attainment issued by other Registered Training Organisations. Credit will be given to students who can supply a Statement of Attainment issued by another RTO under the AQF for one or more units of competency that fit within the packaging rules of that qualification.
As a guide, UNE Partnerships will accept as current any qualification or statement of attainment achieved within the previous 5 years. If the qualification is older than this, it could be used in RPL with supporting documentation such as a third party report and CV showing currency.
Where available, credit will be applied to the student’s enrolment upon completion of other units in the qualification.
The student services team will contact you shortly after enrolment to arrange induction. Normally carried out by telephone or Skype, the induction covers a general review of the online site and UNE Partnerships’ study process including site navigation, learning content and assessment submission and feedback portal.
UNE Partnerships views with the greatest concern the action of a student who acts dishonestly or improperly in connection with assessment and will investigate such action.
This includes the misuse or plagiarism of the work of other persons, copying (in whole or in part) the work or data of other persons, or presenting substantial extracts from books, articles, theses, computer software, lecture notes or tapes etc. without due acknowledgement. Such issues will be dealt with by the UNE Partnerships Coordinator and may result in expulsion from the course.
Improper conduct on our online sites, during workshops, residential schools or tutorial sessions will not be tolerated. Such behaviour includes the use of discriminatory or abusive language or being under the influence of alcohol or other drugs. Such behaviour will be dealt with by the nominated facilitator/assessor and may result in expulsion from the site, the session or the course.
You should ensure that you receive and consider the following information about studying with UNE Partnerships prior to enrolment so that you can make an informed decision about the suitability of the course and the study approach.
|Course information||Course content|
|Fees and charges|
|Method of delivery|
|Third party arrangements|
|Policies and procedures||Access and equity policy|
|Complaints and appeals process|
|Credit transfer and recognition of prior learning (RPL) procedures|
|Learner rights and responsibilities|
|Learner support and reasonable adjustment|
|Records and information management|
Reasonable adjustment to learning methods and assessment tasks will be made to meet learner needs when required, and to ensure all learners have the opportunity to successfully complete the training program. We work to provide a high quality yet flexible learning experience. We have procedures in place to support the needs of students who have a disability, impairment or other special needs that could impact on their learning. Trainers and assessors apply the principles of reasonable adjustment where appropriate. Students who believe they need special consideration to complete the learning and/or assessment requirements are encouraged to contact a member of the UNE Partnerships student services team, or their trainer or assessor to discuss alternatives.
The types of adjustments that are made must be within our capacity to provide them and include:
- oral response to questions rather than written
- allowing extra time for assessment
- using a support person.
If you are a learner requesting reasonable adjustment to support your personal circumstances, it is important to understand that any adjustments made cannot diminish the rigour of the assessment process.
Given that some participants may already be able to demonstrate their competency in some elements, RPL is available and acknowledges the skills and knowledge that you may have gained through formal and informal training/learning, work experience and life experience. Contact UNE Partnerships if you wish to discuss this option.
UNE Partnerships collects personal information to create student records. Such records will include contact details, enrolment records, payment records, assessment records, communications and notices. Personal information regarding your enrolment with UNE Partnerships is available on request and may only be disclosed outside UNE Partnerships where:
- its disclosure has been consented to by the individual to whom it relates
- its disclosure is required by law and requested in an authorised written form (such as an official request from a government or statutory body).
We are committed to implementing best practice in records management practices and systems, responding in a timely manner to all requests for information from present and past learners. All staff are required to work within the requirements of themselves to the provisions of the Privacy and Protection of Personal Information Act 1998.
Please refer to the Records and Data Management Policy and the Student Information Handling Procedure for further information
UNE Partnerships ensures that students are allocated a reasonable period of time in which to successfully complete their chosen course of study. The nominal duration for each course is based on the number of weeks it would take for an average student studying part time to complete all learning and assessment requirements averaging 1 hour a day of study time. This is known as the study period. The study period for individual students is calculated from the date of enrolment.
The study period varies between course levels and delivery modes and in the case of traineeships is set by the relevant state training authority. Information on standard study periods is available in pre-enrolment information.
UNE Partnerships works to provide a positive learning experience and flexible arrangements for learning and assessment wherever possible. We have processes in place to assist learners who require special consideration with their studies. If, due to extenuating circumstances, a student has difficulty meeting the course requirements within the nominated study period, they may apply for an extension of candidature.
Applying for an extension
The following factors will be considered when deciding the outcome of an application. In all cases the final decision rests with the program manager, and fees may apply.
- Consideration will only be given to students who have made a genuine attempt to complete the course within the allocated study period.
- Consideration will be given to students with a chronic illness, special learning needs or other extenuating circumstances that may affect their ability to study.
- Verification by way of a medical certificate, employer advice or other evidence may be required to support the claim.
Where the enrolment has been sponsored, by your employer or another organisation, UNE Partnerships will seek advice on the application from the sponsor.
Course accreditation dates and training package teach out periods
UNE Partnerships will not consider an application for extension where the proposed new completion date exceeds the course accreditation period or training package teach out period. In such cases a transition option will be offered.
If, due to illness or other extenuating circumstances, a student has difficulty meeting the course requirements within the allocated period of candidature they may apply for a Special Extension of Time of up to six months. If approved, a fee of $50 per month, or part thereof, will be applied.
Applications for a Special Extension of Time should be made in writing to the Program Manager and lodged at least 6 weeks prior to and no earlier than 12 weeks prior to expiry of your study period. Advice on the outcome of the application will be provided in writing within one week of receiving the request. If approved, a fee of $50 per month, or part thereof, will be applied and must be paid to confirm the extension.
Please refer to the Student Wellbeing and Support Policy for further information.
UNE Partnerships’ courses are aimed at students who are working in a relevant job role, giving them the opportunity to practice new skills and develop competency in the workplace. The nominal duration is based on the length of time it would take an average student to complete the course devoting at least one (1) hour per day to study in a mix of the following activities.
- Self-paced reading, learning and skill development activities as prescribed in the UNEP course online site.
- On the job learning and application of new skills in the workplace, industry relevant reading and research.
- Preparation and completion of assessment requirements covering each unit as prescribed in the UNEP course online site.
Students are encouraged to maintain contact with the student services team to keep on track. The period of candidature for individual students can be extended for up to six months at the discretion of the Program Manager where progress has been reliable and circumstances require. Requests for Special Extension of Time should be addressed to the UNEP Program Manager.
Volume of learning
The recommended AQF Volume of Learning for study levels offered by UNE Partnerships is outlined below.
|AQF level||Qualification level||Volume of learning/ years||Volume of learning/ hours|
|3||Certificate III||1 – 2 years||1200 – 2400 hours|
|4||Certificate IV||0.5 – 2 years||600 – 2400 hours|
|5||Diploma||1 – 2 years||1200 – 2400 hours|
|6||Advanced Diploma||1.5 – 2 years||1800 – 2400 hours|
All students receive comprehensive study material in hard and/or soft copy, access to the student online resource sites, access to an allocated assessor, and a customised study plan.
We encourage students to take responsibility for their own study by working through the course material provided and seeking assistance from their assessor as needed by phone or email.
Students receive regular progress updates and reminders of due dates for submission of assessment tasks throughout the study period. The student services team provides friendly and knowledgeable administrative assistance during business hours and makes contact with students on a regular basis to check progress and seek feedback.
Students who experience difficulties for personal or study related reasons at any time during the study period should contact the student services team for assistance, support and guidance.
We work to provide a high quality yet flexible learning experience. We have procedures in place to support the needs of students who have a disability, impairment or other special needs that could impact on their learning. Trainers and assessors apply the principles of reasonable adjustment where appropriate. Students who need special consideration to complete the learning and/or assessment requirements are encouraged to speak with their trainer or assessor to discuss alternatives.
We also have mechanisms in place to address literacy or numeracy issues so that learners can successfully achieve their desired outcome. Where the matter is beyond the scope of our organisation, the RTO Manager may recommend an external service.
We are committed to providing training and assessment services that reflect fair and reasonable opportunity without discrimination and encourage participation from students with diverse backgrounds.
Please refer to the Student Wellbeing and Support Policy for further information.
Delivery and assessment of first aid units in the Certificate IV in Medical Practice Assisting HLT47715 is outsourced to third party providers.
- HLTAID003 Provide first aid
- HLTAID006 Provide advanced first aid
- HLTAID008 Manage first aid services and resources
In Queensland students complete these units through Allens Training (RTO 90909). Statements of Attainment are issued by Allens Training.
In New South Wales students complete the learning and assessment for these units through Surf Life Saving NSW (RTO 90394). Statements of Attainment are issued by UNE Partnerships.
In Tasmania students complete the learning and assessment for these units through Surf life Saving Tasmania (through Safety Corp RTO 91694). Statements of Attainment are issued by UNE Partnerships.
UNE Partnerships will advise students prior to enrolment where subcontracting arrangements for the delivery of training and/or assessment in any qualification are in place.
Tuition assurance protects students in the event a course provided by an approved VSL provider ceases to be provided after it starts but before it is completed. Affected students are offered a replacement course with another provider and where this is not possible, the students’ FEE-HELP balance for the affected part of the course will be re-credited.
Please visit our Statement of Tuition Assurance for further information.
As of January 2015 all students participating in nationally recognised training must provide a Unique Student Identifier. The aim of the USI is to help keep your training records and results together in an online account. Qualifications and statements of attainment cannot be conferred without this number. UNE Partnerships are required to verify your Unique Student Identifier in accordance with section 14 of the Students Identifiers Act 2014. Note: Results for courses outside the Australian Qualifications Framework will not be available through the USI initiative.
If you decide to withdraw from a course, we ask that you discuss the reasons for doing so with your trainer and assessor or staff member. They may refer you to another appropriate staff member to discuss any support requirements or to the Customers Protection Officer if you have a complaint or grievance. If you still decide to withdraw then the following applies:
- You should give formal notice, preferably in writing, of the date and reasons for your withdrawal
- You will be refunded any outstanding fees in line with the Fee and Refund Policy
- You will be issued any Statement of Attainment for units assessed as competent within 21 days of notice of discontinuation
- Your Training Plan will be updated and you will be given a copy
- You will be given the results of any assessments
Refunds can be requested within 21 days of enrolment, an administration fee of 15% of the total course fee applies. Partial refunds may be granted after 21 days in exceptional circumstances such as medical grounds.
For programs incorporating ‘workshop’ sessions
Notification of withdrawal from courses with a workshop or tutorial component must be received by us at least eight (8) days prior to commencement of the first session; our administrative fee is 50% of the full course fee. Withdrawal seven (7) or fewer days prior to course commencement will not be refunded, but substitutions are allowed. Withdrawals from workshop programs where at least 21 days’ notice before the commencement date is given will attract a 15% administration fee. The balance will be refunded.
We reserve the right to alter the arrangements for workshops or tutorials before or during the course, depending on enrolment levels. We will inform you of any such changes as quickly as possible. You will be responsible for your own costs of travelling to workshop days, including any transfer, cancellation or similar fees for your booking(s).
For VSL students
Please refer to the procedure for Re-crediting fee help balances for further information
Public workshops and/or tutorials require a minimum number of participants to be feasible. If the required number is not reached and the event is postponed or cancelled, UNE Partnerships accepts no responsibility for any costs you may have incurred (e.g. accommodation, travel). Students participating in workshops and/or tutorials must be respectful of others, adhere to WHS requirements and show consideration for all participants and facilitators.