Policies & Procedures
Student Entry Procedures
From 2016, entry requirements for each individual AHEA program have changed.
- For Certificate IV and below qualifications, the desired minimum standard for intending students is Year 10 equivalence
- For Diploma level studies, the Senior Secondary Certificate of Education (year 12 certificate) is desirable.
If this is not possible, intending students will need to be assessed as displaying a required level of competence in reading and numeracy. Certificate IV and below studies will use an interview and written assessment process linked to the industry skill requirement and the Australian Core Skills Framework.
To assess whether an intending Diploma level student has the required level of competence in reading and numeracy, AHEA will administer an assessment inline with government requirements.
Students must be able to satisfactorily demonstrate to AHEA administration they have the skills, abilities and attitude to successfully complete their studies and gain employment in the relevant vocational industry.
Withdrawing From a Unit of Study or Course
In order to cancel enrolment/withdraw from a course or unit, students must provide advice in writing to the Australian Higher Education Academy’s Principal. It is the date this advice is received that determines whether fees are credited or refunded.
For all courses, a refund or credit of tuition fees will be made if the unit withdrawal is prior to the unit census date. Once the census date passes, there are no refunds or credits applicable to tuition fees.
If enrolment is cancelled prior to the unit census date, all amenities fees paid for that unit will be refunded or credited. Any portion of any other materials fees or levies to be refunded will be at the discretion of AHEA Management.
Students on a payment plan might still have a payable fee after withdrawal. Outstanding fees remain on a student’s record indefinitely and will affect future enrolment.
Students will be charged penalty charges on any outstanding fees payable to AHEA and if they default in payment of any invoice when due, will indemnify AHEA from and against all costs and disbursement incurred by AHEA in pursuing the debt including legal costs on an indemnity basis and AHEA’s reasonable collection agency costs.
Under extraordinary circumstances a full or partial refund may be approved by the Board of Directors of AHEA. Students must apply in writing to the Board explaining the extraordinary circumstances and attach any relevant supporting evidence. Each case will be considered on its merits.
NOTE This refund policy applies only to publicly funded courses. It does not apply to:
- Fee for service courses or commercial fee paying students. Refunds for these courses are at the discretion of the portfolio managing the course.
- Short courses. Check refund conditions for these courses when enrolling.
Complaints and Appeals Policy
AHEA’s Management shall ensure that all complaints and appeals are dealt in accordance with the principles of natural justice and procedural fairness and remains publically available. All complaints and appeals shall be subject to notification within the AHEA’s management meeting and require the implementation of the AHEA’s complaints and appeals process.
Scope of Complaints and Appeals Policy
The AHEA will manage and respond to allegations involving the conduct of:
a) the AHEA, its trainers, assessors or other staff;
b) a third party providing services on the AHEA’s behalf, its trainers, assessors or other staff; or
c) a learner of the AHEA.
Complaints and Appeals Procedures
Learners may choose to submit a complaint to the AHEA staff via the Informal Process or Formal Process. (Please note ‘AHEA staff’ will be considered to include third parties or partnering organisation staff)
- Learners may submit a complaint (verbally or in writing) directly to the AHEA’s staff with the purpose to resolve a complaint through discussion and through mutual agreement. All complaints received will be acknowledged in writing by the AHEA’s Management.
- The AHEA staff are required to explain to the Learner the Informal, Formal and complaints and appeals processes available to them.
- Learners may be accompanied by a third party of their choice to support them in the informal process discussion.
- All informal complaints when finalised shall be reported to the AHEA’s Management by the AHEA’s staff (via a stakeholder feedback form) for further review and consideration for potential continuous improvement actions, regardless of whether the complaint was resolved or not.
- All informal complaints that are not resolved with Learners by mutual agreement with the AHEA’s staff will require the completion of the formal complaints process.
- When a Learner wishes to submit a formal complaint or is dissatisfied with the attempt to resolve a complaint informally (directly with staff) the Learner may submit a formal complaint to the AHEA’s management utilising the ‘Student Complaint Form‘.
- The AHEA’s Management will respond in writing to all formal Learner complaints within 5 days of receipt of a ‘Student Complaint Form’. • When a Complaint is recognised as requiring more than 60 calendar days to resolve the AHEA’s management must inform the complainant in writing, including reasons why more than 60 calendar days are required; and regularly update the complainant on the progress of the matter.
- The AHEA’s Management shall respond to formal complaints from Learners in writing proposing a resolution to the complaint.
- The AHEA Management responses to the complainant shall include information and procedures concerning the complainant’s right to appeal the proposed solution and request for an independent adjudicator.
- All formal complaints when finalised shall be reported to the AHEA’s Management by the AHEA’s staff (via a stakeholder feedback form) for further review and consideration for potential continuous improvement actions, regardless of whether the complaint was resolved or not.
In the event of a Learner advising that they are dissatisfied with the proposed solution for a formal complaint to the AHEA’s management, the CEO shall provide an additional opportunity to provide a solution and shall apply the External Appeal process.
- The CEO shall advise the Learner that an Independent Third party shall be sought to consider the nature of the complaint and a possible further resolution at no cost to the Learner.
- The selection of the Independent Third party shall be communicated with the Learner and the selection must be with the mutual agreement of the Learner.
- The AHEA’s management shall make contact with the Independent Third party and provide all documentation related to the formal complaint and Learner contact details.
- Independent adjudication responses must be within 7 days from the date that all formal complaint documentation is provided to the Independent Adjudicator.
- When an Appeal process is recognised as requiring more than 60 calendar days to resolve the AHEA’s management must inform the appellant in writing, including reasons why more than 60 calendar days are required; and regularly update the appellant on the progress of the matter.
- On receipt of the formal complaint documentation the Independent Third party shall make contact with the AHEA’s Management staff and the Learner and arrange a suitable time for further discussion pertaining to the formal complaint.
- All Independent Third Party proposed solutions shall be final and be reported to the AHEA’s management and the Learner in writing and will require immediate implementation by both parties.
Assessment result appeals
All appeals from Learners relating to assessment results must be received in a period no longer than 3 months following the competency decision.
Assessment Appeals Procedure
Staff delivering training and assessment services on behalf of the AHEA will be required to:
- Provide timely guidance to all course participants regarding the assessment appeals procedure.
- Clarify any aspects of the assessment results that a student does not understand.
- Provide each student that requests an assessment appeal with the required ‘Assessment Appeal form‘.
- Communicate directly via email as soon as possible with the AHEA’s management on any advice (verbal or written) provided by a student that they are seeking to appeal an assessment decision.
- Schedule a meeting with the student and the AHEA’s management when a completed assessment appeal form is received from a student.
- Communicate any outcome decision by the AHEA’s management to uphold or overturn an assessment appeal to the student’s by completing the assessment appeal form clearly identifying the reason for the outcome.
- All assessment appeals will be processed by the AHEA’s staff and management within 10 days of receipt of an appeal. All assessment appeals must be maintained on the students file.
- Student records will be adjusted to comply with the AHEA’s management appeal outcome decisions.
Complaints and appeals records
The AHEA’s management shall maintain records of all complaints and appeals and their outcomes and reference complaints and appeals in the AHEA’s Management meeting minutes identifying potential causes of complaints and appeals and takes appropriate corrective actions to eliminate or mitigate the likelihood of reoccurrence. Records of all Informal, Formal complaints and appeals will be recorded in the AHEA’s Review meeting minutes and all written student complaints records will be retrievable through the Student Complaints PCFs.