Part 2 – VET student support (Quality Area 2)

Division 1 – Information

2.1 Standard 2.1

Outcome Standard
(1) VET students have access to clear and accurate information concerning the organisation, the relevant training product, and students are made aware of any changes that may affect them.
Performance Indicators
Requirement Interpretation Relevant evidence
(2) An NVR registered training organisation demonstrates:
    (a) all information provided to VET students by the organisation or any third parties is clear, accurate and current; 		See course information pages and Student Handbook Course information pages and Student Handbook
See also course materials in other languages (Link opens new window)
    (b) how it identifies which information VET students require prior to their enrolment and how that information is communicated to VET students prior to their enrolment; Usually done in an interview, but not everybody does an interview. Not sure Usually done in an interview, but not everybody does an interview.
    (c) the following information is easily accessible by VET students:
      (i) the training product code and title, duration, modes of delivery, training delivery location, training commencement dates, scheduling, any requirements to commence or complete the training product including assessment requirements, whether any licencing or occupational licence requirements apply, and details of any third party arrangements that apply to the delivery of the training;
      (ii) the training support services and wellbeing support services that are available to the VET student, and how the student can access those services;
      (iii) all fees, costs and charges associated with the provision of the training product which VET students may incur, including payment terms and conditions, any applicable refund policies and the availability of any relevant government training entitlements and subsidies; and
      (iv) any obligations or liabilities which may be imposed on VET students undertaking the training product, including any obligations requiring VET students to acquire any materials, equipment or IT, any costs and processes associated with withdrawing from training, any costs and processes associated with obtaining a Student Identifier, and any requirements for VET students to undertake work placements; 		See course information pages and Student Handbook See course information page in Student Handbook
    (d) the organisation provides all VET students with documentation prior to their enrolment or before any fees are required to be paid which sets out:
      (i) the training which the organisation or third parties will provide the VET student;
      (ii) all fees, costs and charges which the VET student will be required to pay; and
      (iii) any obligations or liabilities which may be imposed by the organisation or third parties on the VET student; and 		See course information pages and Student Handbook
Note the risk of inadequate information in member college websites when students and prospective students are not directed to the ACAS website 		Course information pages and Student Handbook
    (e) that it informs VET students, as soon as practicable, of any changes to training products or the organisation’s operations that may affect VET students, including any changes relating to the transition of superseded, deleted, or expired training products. Need evidence to show what we have done for any changes, e.g. emails, website announcements. CMT?

2.2 Standard 2.2

Outcome Standard
(1) VET students are advised, prior to enrolment, about the suitability of the training product for them, taking into account the student’s skills and competencies.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) taking into account the requirements of the training product – it has procedures in place to review, prior to enrolment, the skills and competencies of prospective VET students, including their language, literacy and numeracy proficiency and digital literacy; and
 Not different from previous standard. What evidence should be kept? Not different from previous standard. What evidence should be kept? Probably an email.
    (b) based upon the outcome of the review – it provides advice to each prospective VET student about whether the training product is suitable for them. Not different from previous standard. What evidence should be kept? Probably an email. Not different from previous standard. What evidence should be kept? Probably an email.

Division 2 – Training support

2.3 Standard 2.3

Outcome Standard
(1) VET students have access to support services, trainers and assessors and other staff to support their progress throughout the training product.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) how it determines the training support services to be provided to each VET student and how it makes these training support services available to each VET student;		 Not different from previous standard. How ACAS makes support services available is in the Student Handbook.
(The question is when that information need to be individualized.)		 Student Handbook.
    (b) VET students have access to trainers, assessors and other staff who are responsible for supporting the VET student; See handbook See handbook
    (c) VET students are informed by the organisation about how and when they can access trainers, assessors and other staff who are responsible for supporting the VET student; and See handbook See handbook
    (d) queries from VET students are responded to in a timely manner. See emails and Whatsapp messages as evidence. See relevant emails and messages.

2.4 Standard 2.4

Outcome Standard
(1) Reasonable adjustments are made to support VET students with disability to access and participate in training and assessment on an equal basis.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) VET students are supported to disclose their disability, if the VET student wishes to do so;		 Policy/student info & examples Policy/student info. No recent examples
    (b) reasonable adjustments are made for VET students with disability where appropriate; and No change from previous policy Policy/student info. No recent examples
    (c) where reasonable adjustments are not appropriate or possible, the reasons why are communicated to the VET student as soon as reasonably practicable. New element, but no substantial change from previous policy Policy/student info. No recent examples

Division 3 – Diversity and inclusion

2.5 Standard 2.5

Outcome Standard
(1) The learning environment promotes and supports the diversity of VET students.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) it fosters a safe and inclusive learning environment for VET students; and		 New element, but no substantial change from previous policy Policy/student info. No recent examples
    (b) it fosters a culturally safe learning environment for First Nations people. New element, but no substantial change from previous standards Policy/student info. No recent examples; ACAS has no First Nations students.

Division 4 – Wellbeing

2.6 Standard 2.6

Outcome Standard
(1) The wellbeing needs of the VET student cohort are identified and strategies are put in place to support these needs.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) it identifies, by reference to the training product content, the wellbeing needs of the VET student cohort and appropriate wellbeing support services; and		 Should put something in the student information for the course. It assumes that the training product content might put the student's wellbeing at risk. Risks to student wellbeing are listed in student information for each qualification. In ACAS, these are all No risks to wellbeing have been identified.
    (b) it advises the VET student cohort of the availability of wellbeing support services, and any organisation students can contact, or additional action students can take to support their wellbeing. Requires information in the student handbook. Link to student handbook.

Division 5 – Feedback, complaints and appeals

2.7 Standard 2.7

Outcome Standard
(1) Feedback and complaints management addresses concerns and informs continuous improvement of the NVR registered training organisation.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) it operates a complaints management system that:
      (i) allows feedback and complaints about the organisation, any third parties, and any person employed or contracted by the organisation;
      (ii) ensures all parties are afforded procedural fairness;
      (iii) identifies reasonable timeframes for responding to and resolving complaints; and
      (iv) provides avenues for further action where complaints are not resolved; 		No different from previous standard.
ACAS has no complaints to record. 		Link to complaints page in student handbook.
ACAS has no complaints to record.
    (b) information about how to provide feedback and make complaints through the complaints management system is publicly available and easily accessible by VET students; See Student Handbook. Link to Student Handbook.
    (c) VET students are supported to provide feedback and make complaints; Link to Student Handbook.
(Support might also imply mean help and encouragement.)		 Link to Student Handbook.
    (d) outcomes of complaints are documented by the organisation and communicated to all parties to the complaint; and No complaints No complaints
    (e) feedback and complaints are used by the organisation to inform continuous improvement. No complaints No complaints

2.8 Standard 2.8

Outcome Standard
(1) Effective appeal processes are available to VET students where decisions of the NVR registered training organisation or a third party adversely affect the student.
Performance Indicators
(2) An NVR registered training organisation demonstrates:
    (a) it operates an appeals management system that:
      (i) allows VET students to appeal decisions of the organisation, any third parties, and any person employed or contracted by the organisation, where those decisions adversely affect the student;
      (ii) ensures all parties to the appeal are afforded procedural fairness;
      (iii) specifies reasonable timeframes for actioning appeals; and
      (iv) provides avenues for review by an independent party if requested by the appellant (at no or low cost to the appellant); 		See handbook. No appeals to evidence. Link to handbook. No appeals to evidence.
    (b) information about how to appeal an adverse decision through the appeals management system is publicly available and easily accessible by VET students; See handbook. Link to Student Handbook.
    (c) outcomes of appeals are documented by the organisation and communicated to the appellant; and No appeals to document. No appeals to document.
    (d) the outcomes of appeals are used by the organisation to inform continuous improvement. No appeals to document. No appeals to document.