Code of Practice

Information, Advice & Support Services

Vital Response Pty Ltd is committed to integrating Access and Equity principles within the services that we provide to clients. All Vital Response staff recognise the rights of learners and provide information, advice and support that is consistent with our Code of Practice.
Regardless of cultural background, gender, sexuality, disability or age each person has the right to learn in an environment that is free from discrimination and harassment and be treated in a fair and considerate manner while undertaking any training with our company.
If, at any time, you feel that a staff member is not abiding by our Code of Practice, please report your complaints or grievance to your supervisor / trainer or anyone in our organisation, or alternatively, complete our complaints and appeals form.
 
Vital Response provides and supports the following services within our Code of Practice
 
Client selection, enrolment & induction procedures
We provide clear information on the qualifications / courses that we offer. This includes the location of training, any required skills or knowledge and any additional training pathways.  
 
Our enrolment process requires you to complete an enrolment form and provide as much relevant information as possible to ensure that the training we provide suits your needs. All information of a personal nature is kept confidential and subject to our Privacy Policy in this Code of Practice. 
 
Course information
Specific course brochures and flyers have been developed for all of the courses that we currently offer. Learner information sheets for each course and its content are available our website.
 
Fees & charges
Information on fees, charges and refunds are clearly documented on our website (www.vitalresponse.com.au) or potential participants may telephone the office during business hours.
 
Client Support and language, literacy & numeracy assistance
Vital Response provides on request, advice, support and help for any language, literacy and numeracy assistance. Vital Response will also monitor the needs of our learner’s language, literacy and numeracy skills through our enrolment forms and through the learning process. Our online training is geared to assist learners by providing an accompanying audio to all the text. If at any time a learner requires any language, literacy and numeracy assistance, steps will be taken to ensure that learning and assessment materials are tailored to match each learner needs.
 
Vital Response offers support in (i) RPL assessment; (ii) options in learning; (iii) guidance on career options; (iv) one on one tutoring; (v) how to obtain information from our website.
 
Flexible learning and assessment procedures
Our training and assessment procedures are flexible and take into account learner needs. We will ensure that:
•          All required resources for the delivery of any course are in place and maintained in good working order
•          Training and assessment will only be conducted by qualified staff
•          All training and assessment will be to the nationally set standard prescribed in the relevant Training Package or accredited course material.
 
Training and assessment provided by Vital Response is in accordance with the national quality training framework and all qualifications achieved are recognised throughout Australia.
 
Welfare and guidance services
Welfare and guidance is available to all learners. 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 (if required).
 
Disciplinary procedure
To ensure all learners 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
•          continued absence at required times                            
Any person who is asked to leave a session or course has the right to voice their objection through our complaints process.
 
Staff responsibilities for Access and Equity issues
At Vital Response Pty Ltd, all staff have been inducted in their responsibilities for our access and equity principles. Our staff act in accordance with our Code of Practice and all learners are made aware of their rights and responsibilities. All learners have access to all courses that we conduct irrespective of gender, culture, linguistic background, race, or disability.
 
Recognition of Prior Learning (RPL) arrangements
Recognition of prior learning assessment is available to all learners. If you believe you have relevant skills and abilities that you have learned in your past please contact the relevant course trainer. They will discuss the evidence requirements you will need to provide and support documentation as required.
 
Refund Policy
As a learner you pay an agreed fee upon commencement of a course in which you are enrolled. Course deposits will be accounted separately and are not accessed until course commencement. A 100% refund of any money paid prior to commencement of any course may be claimed if a request is received in writing 7 days prior to course commencement. 
 
A 50% refund is available within the 14 days post course commencement date if you have valid reasons for withdrawal or decide the course is not for you. After this time no refunds will be given.
 
Complaints Procedure
Vital Response has a documented procedure that covers all appeals, complaints or grievances. 
Vital Response ensures that complaints are handled in an impartial, sensitive, fair, timely and confidential manner.
 
Complaint procedure steps
  • Raise the issue with the available trainer
  • If this is not possible, contact the management at Vital Response and identify the issue and state what you would like to happen to have the complaint resolved
  • It is advisable to put your complaint in writing, clearly stating the issue in a factual manner
  • If the matter cannot be resolved through telephone, email or correspondence, a face to face meeting will be organised
  • Keep notes of conversations and all correspondence relating to the issue/s.
  • If a resolution is not reached within an agreed time frame, the complainant may take the complaint to the VRQA who are able to investigate complaints about Victorian registered training organisations (RTOs).
 
The following is an extract from the VRQA website - http://www.vrqa.vic.gov.au/complaints/handling.htm
 
Complaints - Complaint handling process
 The VRQA has a formal procedure that it follows when handling complaints. The process involves:
·        Registration of complaints  
·        Assessment of complaints
·        The investigation process
·        Making a decision
When the complaint is about a registered training organisation, the VRQA follows the requirements of the AQTF 2007 National Guideline for Responding to Complaints about Vocational Education and Training Quality in handling the complaint.
 
Registration of complaints
Once we have received your complaint, the VRQA will:
·        inform you that we have received the complaint (within seven working days of receiving it)
·        record it on the VRQA’s complaints register.
 
Assessment of complaints
The Director of the VRQA and the Complaints Unit will assess your complaint to determine if an investigation is appropriate. They will consider:
·        whether the matter relates to the relevant registration standards or is a matter that the VRQA must investigate.
·        the strength of the evidence you have provided
·        whether the complaint should be dealt with by another agency
·        whether you have attempted to resolve the matter with the provider first.
 
The investigation process
If the VRQA decides to investigate your complaint, an officer from the Complaints Unit will be responsible for coordinating the investigation. The investigation may include:
·        seeking more information from you, including the steps you have taken to resolve the complaint with the provider
·        contacting the provider by phone, mail or email to raise your issues
·        requesting the provider provide evidence of its compliance with a particular registration standard
·        seeking advice from other VRQA staff or other agencies
·        implementing further investigation procedures such as an audit, school review or site visit.
The Complaints Unit will maintain a file recording the steps the VRQA has taken in investigating the complaint. 
When conducting an investigation, the VRQA will make sure it handles personal information in line with privacy requirements. We will not disclose your identity as the complainant unless you give us permission to do so.
 
Making a decision
The Director of the VRQA will be responsible for approving any action the VRQA takes.
The VRQA may decide to:
·        request that the provider takes steps to rectify the situation
·        order that the school or provider be subject to an audit, site visit or school review process
·        take other remedial action in line with its statutory powers
·        note the information on the provider’s file
·        take no further action.