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Queensland Ambulance Service
(RTO 5285)
Student Handbook
Version 1.0 April 2015
QAS Community Education – Student Handbook
Page 1 of 26
Queensland Ambulance Service
Contents
Introduction ..................................................................................................................................4
About Queensland Ambulance Service...........................................................................................4
Our mission ......................................................................................................................................... 4
Our objectives ..................................................................................................................................... 4
Finding Us ............................................................................................................................................ 5
Parking ................................................................................................................................................. 5
Public Transport .................................................................................................................................. 5
Lunch Options...................................................................................................................................... 5
Our Trainers......................................................................................................................................... 5
Our expectation of you ..................................................................................................................6
Unique Student Identifier ..............................................................................................................6
Your safety....................................................................................................................................7
Electrical equipment ........................................................................................................................... 7
Fire safety ............................................................................................................................................ 7
First aid ................................................................................................................................................ 8
Lifting ................................................................................................................................................... 8
Work & study areas ............................................................................................................................. 8
Your equity ...................................................................................................................................8
Your privacy ..................................................................................................................................9
Fees, Charges and Cancellation Policy ..........................................................................................10
Fees payable ...................................................................................................................................... 11
Student cancellation.......................................................................................................................... 11
Refunds.............................................................................................................................................. 11
Payment method ............................................................................................................................... 11
Substitutions and Transfers............................................................................................................... 12
Our Guarantee to Clients .................................................................................................................. 12
Access to your records .................................................................................................................12
Continuous improvement ............................................................................................................12
Assessment .................................................................................................................................13
Re-assessment ................................................................................................................................... 14
Language, literacy & numeracy skills ............................................................................................15
Making complaints & appeals ......................................................................................................15
What is a complaint? ......................................................................................................................... 15
Version 1.0 April 2015
QAS Community Education – Student Handbook
Page 2 of 26
Queensland Ambulance Service
What is an appeal? ............................................................................................................................ 16
Early resolution of complaints & appeals.......................................................................................... 16
Complaint and appeals handling ....................................................................................................... 16
Review by an independent person.................................................................................................... 17
Review by external agency ................................................................................................................ 18
Recognition of your existing skills & knowledge ...........................................................................18
What is recognition? ......................................................................................................................... 18
Recognition guidelines ...................................................................................................................... 19
Recognition exemptions .................................................................................................................... 19
Forms of evidence for recognition .................................................................................................... 20
What is national recognition? ........................................................................................................... 20
Evidence requirements ..................................................................................................................... 21
National recognition guidelines ........................................................................................................ 21
Legislative and Regulatory Responsibilities ..................................................................................22
Work Health and Safety Act 2011 ..................................................................................................... 22
Privacy Act 1988 ................................................................................................................................ 22
Disability Discrimination Act 1992 .................................................................................................... 23
Sex Discrimination Act 1984 .............................................................................................................. 23
Age Discrimination Act 2004 ............................................................................................................. 24
Racial Discrimination Act 1975 .......................................................................................................... 24
Copyright Act 1968 ............................................................................................................................ 25
Fair Work Act 2009 ............................................................................................................................ 25
National Vocational Education and Training Regulator Act 2011 ..................................................... 26
Changes to terms and conditions .................................................................................................26
Version 1.0 April 2015
QAS Community Education – Student Handbook
Page 3 of 26
Queensland Ambulance Service
Introduction
−
and retain talented, competent and
This information booklet is designed to
committed trainers. We promote
provide you with information about
the
services
provided
by
excellent
the
participate
in
training
−
www.ambulance.qld.gov.au.
equality.
to
−
in
highest priorities.
of
qualified
−
which
and
with
holds
integrity
ethical
as
our
Quality committed. We aspire to
deliver
and
consistent,
high quality
services and apply quality systems
dedicated Trainers.
which
support
training
and
assessment excellence.
Our mission
QAS mission is to deliver quality
safe,
accordance
QAS is an RTO providing high-quality
conduct
team
is
Integrity & ethics. We conduct
behaviour
a
an
which
Service
boasts
providing
shared and agreed standards of
About Queensland Ambulance
has modern, up to date facilities, and
are
and assessment environment.
ourselves
training to students in Australia. QAS
We
confident and productive training
QAS. Course information is available
at
professional
equitable and which promotes a
about a particular course offered by
website
&
environment
provide you with specific information
our
Safety
committed
and
assessment. This handbook does not
on
and
through
development.
and our approach to providing you a
to
performance
leadership
Queensland Ambulance Service (QAS)
safe, fair and supported environment
People. We strive to attract, recruit
−
Learner Focused. We thrive on
training assessment that meets the
providing training and assessment
needs of learners and industry.
that is learner focused and which
Our objectives
In recognition of this mission, our
objectives are:
supports
lifelong
learning.
We
respect our students and strive to
attract them time after time through
high
quality
training
and
assessment experiences.
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QAS Community Education – Student Handbook
Page 4 of 26
Queensland Ambulance Service
−
Industry
engagement.
We
recognise the value of industry
engagement as the driving force in
shaping
our
training
and
assessment strategies. We deliver
training and assessment services
which are founded on industry
needs and expectations.
Lunch Options
Some locations may have eateries
nearby, however this is not always the
case. QAS recommends that you bring
your own lunch to your course.
Our Trainers
Our First Aid Instructors are qualified,
Finding Us
dedicated
Venues for our courses can be found at
www.ambulance.qld.gov.au or by
current
industry
who
have
experience
and
qualifications in a range of industries.
Their
phoning 13 QGOV (13 7468).
professionals
industry
experience
is
continually up to date by participating
in professional development activities,
Parking
Whilst you are attending our site by
vehicle, you will need to park in the
therefore giving our students the best
practical industry experience.
allocated parking if available. Street
At QAS we deliver a nationally
parking or paid parking may be
accredited qualification via training
required in some locations. Please note
face-to-face,
that where your course is scheduled at
workplace. When you study with QAS,
an operational ambulance station, you
your First Aid Instructor will be
will be required at all times to ensure
always there to assist you throughout
your vehicle does not block the entry
your course.
and exit of emergency vehicles.
transport
your
in
the
qualified trainers and have personal
options
may
be
available in some locations. Please
check
and
QAS trainers are all professionally
Public Transport
Public
online
course
confirmation
industry and job role experience. Our
trainers deliver their training in a way
that students will enjoy.
information for location details to
assist you in locating public transport
if available.
Version 1.0 April 2015
QAS Community Education – Student Handbook
Page 5 of 26
Queensland Ambulance Service
Our expectation of you
−
staff members and their right to
QAS expects you:
−
privacy and confidentiality.
To contribute to learning in a
harmonious and positive manner
From 1 January 2015 to 31 December
preference,
2015,
political
status,
affiliation,
disability
or
religious belief.
To comply with the rules and
To be honest and respectful, which
includes not falsifying work or
information and not conducting
yourself in any way that may
cause injury or offence to others?
−
To be responsible for your own
learning
and
development
participating
actively
by
and
positively and by ensuring that
exempt
from
the
mandatory collection of the Unique
students choose to provide their USI to
us, we will collect and verify it.
If
you're
studying
nationally
recognised training in Australia with
QAS from 1 January 2016, it will be
mandatory for you to have a Unique
Student Identifier (USI) to receive your
qualification from QAS. Your USI links
to an online account that contains all
your training records and results
(transcript) that you have completed. If
you provide your USI to QAS in 2015,
your results from 2015 will be available
learning modules.
in your USI account in 2016.
To monitor your own progress by
When applying for a job or enrolling in
maintain
progress
ensuring that assessment deadlines
are observed.
−
is
with
you
−
QAS
Student Identifier (USI). However, if
regulations of QAS.
−
Unique Student Identifier
irrespective of gender, race, sexual
marital
−
To respect other students and QAS
To
utilise
further study, you will often need to
provide your training records and
results (transcript). One of the main
facilities
QAS
benefits of the USI is the ability to
publications with respect and to
provide students with easy access to
honour our copyrights and prevent
their training records and results
our
being
(transcript) throughout their life. You
unauthorised
can access your USI account online
publication
distributed
to
and
from
persons.
from your computer, tablet or smart
phone anytime. For more information
Version 1.0 April 2015
QAS Community Education – Student Handbook
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Queensland Ambulance Service
about the USI or to create your USI,
−
please visit www.usi.gov.au.
lift items e.g. move furniture in a
training area; and
Your safety
−
QAS is committed to providing you a
safe
environment
in
which
We are aware under the Work Health
Safety
Act
2011
of
our
responsibilities to maintain a safe
as a basis for safe practice in the
and
observe
emergency
details
−
response
−
−
performed
by
licensed
trained
or
appropriately
Do not undertake activities which
electrical training aids.
responsible
personnel.
should not undertake any task
related
to
fixing
electrical
equipment such as lighting or
for
your
own
Fire safety
−
QAS
will
undertake
communicate
the
to
procedures
No smoking at the training and
involved in evacuation and the
assessment facilities or offices;
location
Report
all
potential
hazards,
accidents and near misses to the
RTO staff;
−
Electrical work should only be
Students, trainers and assessors
and
actions;
−
Electrical equipment that is not
evacuation plans;
Be
and
working should be reported to
of
may cause injury to self or others;
−
eating
Electrical equipment
training environment:
−
in
standards
QAS staff.
The following guidelines are provided
Know
hygiene
bathroom areas.
environment.
−
Observe
particularly
to
participate in training and assessment.
and
Seek assistance if you volunteer to
fire
equipment
to
students at each facility for each
training and assessment event;
and to users of the office according
to
No consumption of alcohol within
of
internal
departmental
procedures.
training and assessment facilities
or during the conduct of training
and assessment;
−
Keep
training
and
assessment
areas neat and tidy at all times;
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QAS Community Education – Student Handbook
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Queensland Ambulance Service
−
All
users
of
a
training
and
−
assessment facility need to be
the back straight when picking up
familiar with the location of all
items.
EXITS
and
fire
extinguishers.
Users will consult available maps
−
attempt to lift heavy objects at all.
It is the user's responsibility to
understand fire drill procedures
displayed around the premises.
−
Users are asked to attend any
Ask someone else to do it for you.
Work & study areas
−
to avoid the danger of accident by
and the use of fire safety devices.
tripping or falling over.
First aid
−
Provision for first aid facilities are
available
where
training
is
delivered.
−
All accidents must be reported to
The
accident
and
any
aid
involved,
in
the
injury
register.
−
Ensure that bench spaces are left
Do not sit or climb on any desks or
Students, trainers and assessors
related
Your equity
QAS is committed to ensuring that the
is
are encouraged not to lift anything
to
assessment
the
training
provided
by
and
QAS
unless they do so voluntarily and
taking all responsibility for any
injury caused.
−
−
training and assessment environment
Lifting
−
provided.
tables.
administered must be recorded by
staff
Place all rubbish in the bins
clean and tidy.
staff.
−
Always ensure that all work areas
are clean and clear of clutter so as
sessions on fire safety procedures
−
If you have experienced back
problems in the past do not
to determine location.
−
Always bend the knees and keep
Never attempt to lift anything that
is beyond your capacity.
Version 1.0 April 2015
QAS Community Education – Student Handbook
free
from
discrimination
and
harassment. All QAS staff members
(including contractors) are aware that
discrimination and harassment will not
be tolerated under any circumstances.
In the event that discrimination and
harassment is found to have occurred
disciplinary
against
breaches
action
any
this
staff
will
be
taken
member
who
policy.
Suspected
criminal behaviour will be reported to
Page 8 of 26
Queensland Ambulance Service
police
authorities
Students
should
immediately.
expect
fair
and
− QAS
will
retain
personal
information about you relating to
friendly behaviour from QAS staff
your
members and we apply complaint
includes your personal details, your
handling procedures advocated by the
ethnicity and individual needs,
Australian Human Rights and Equal
your education background. We
Opportunity Commission (HREOC).
will also retain records of you
Students who feel that they have been
discriminated
against
or
harassed
should report this information to a
staff member of QAS that they feel
they can trust. This will initiate a
enrolment
with
us.
This
training activity and are required to
do this in accordance with the
National Vocational Education and
Training Regulator Act 2011.
− Your
personal
information
is
complaints handling procedure which
retained within our hard copy
will be fair and transparent and will
filling system and our computer
protect your rights as a complainant.
systems.
Alternatively, if a student wishes to
collected via the enrolment form
report an instance of discrimination or
and through your completion of
harassment to an agency external to
administrative related forms and
QAS, they are advised to contact the
based on your training outcomes.
HREOC Complaints Info-line on 1300
Hard copy files are secured in
656 419.
lockable filing cabinets which are
is
secured in the evening. Electronic
QAS takes the privacy of students very
and
information
monitored throughout the day and
Your privacy
seriously
You
complies
with
all
legislative requirements. These include
the Privacy Act 1988 and Australian
Privacy Principles (effective from 12th
March 2014).
data retained on our computer
systems is protected via virus
protection software and firewall
protection. Our data is backed up
continuously to our server which is
secure.
Here’s what you need to know:
Version 1.0 April 2015
QAS Community Education – Student Handbook
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Queensland Ambulance Service
− QAS is required by the National
− If you have concerns about how
Vocational Education and Training
QAS is managing your personal
Regulator Act 2011 to securely
information, we encourage you to
retain your personal details for a
inform our staff and discuss your
period of 30 years from the date
concerns. You are also encouraged
your enrolment has completed. The
to make a complaint directly to us
purpose of this is to enable your
using
participation in accredited training
handling arrangements outlined in
to be recorded for future reference
this handbook. Under the Privacy
and to allow you to obtain a record
Act 1988 (Privacy Act) you also
of your outcome if required.
have the right to make a complaint
− In some cases we are required by
law to make student information
available to Government agencies
such as the National Centre for
Vocational Education and Research
or the Australian Skills Quality
Authority. In all other cases QAS
will seek the written permission of
the student for such disclosure.
QAS
will
information
organisation
not
to
disclose
any
unless
your
person
we
or
have
written instructions from you to do
so. If you require your records to be
accessed by persons such as your
parents, you need to authorise this
access otherwise this access will be
denied.
our
internal
complaint
to the Office of the Australian
Information Commissioner (OAIC)
about
the
handling
of
your
personal information. You can find
more information about making a
privacy complaint at the website of
the
OAIC
located
at:
http://www.oaic.gov.au/privacy/pri
vacy-complaints.
− For more information about the
QAS Privacy Policy please visit
www.ambulance.qld.gov.au.
Fees, Charges and Cancellation
Policy
QAS is entitled to charge fees for
items
or
services
provided
to
students undertaking a course of
− You have the right to access
study. These charges are generally for
information that QAS is retaining
items such as course materials or text
that
books, student services and training
relates
to
you.
Further
instructions are provided on how to
access records within the section
titled “Access to your records”.
Version 1.0 April 2015
QAS Community Education – Student Handbook
and assessment services.
Other fees may be charged for other
services.
Page 10 of 26
Queensland Ambulance Service
For more information about our Fees,
Charges and Refund Policy, please
visit
https://bookings.qld.gov.au/services/f
irstaid/legal/terms/.
Refunds
Students who cancel their enrolment
may be entitled to a refund. Refund
terms and conditions are available in
our Fees, Charges and Refund policy
at For more information about our
Fees payable
Fees are payable when a student has
received a confirmation of enrolment.
The initial fee payment must be paid
prior to commencing training or in
Fees, Charges and Refund Policy,
please
visit
https://bookings.qld.gov.au/services/f
irstaid/legal/terms/.
accordance with the invoice payment
Where an administration charge is
terms. QAS may discontinue training
applicable or where QAS does not
if fees are not paid as required. Fees
refund the full amount of fees paid,
for public courses are available at
the amount retained by QAS is
www.ambulance.qld.gov.au.
required to cover the costs of staff
and
Student cancellation
resources
which
will
have
already been committed based on the
Students who cancel their enrolment
students initial intention to undertake
prior to commencement or part way
the training.
through a training program must
notify
QAS
at
the
soonest
opportunity, preferably in writing.
Students who cancel their enrolment
after
a
training
program
has
commenced may not be entitled to a
refund of fees. Students are advised
to consider alternative options such
as
requesting
to
suspend
their
enrolment and re-commencing in
Payment method
QAS accepts payment for fees using:
− Credit Card
− Cheque (made payable to QAS)
− In
accordance
with
invoice
payment terms (if an invoice is
issued).
another scheduled training program.
For more information about our Fees,
Charges and Refund Policy, please
visit
https://bookings.qld.gov.au/services/f
irstaid/legal/terms/.
Version 1.0 April 2015
QAS Community Education – Student Handbook
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Queensland Ambulance Service
Substitutions and Transfers
are welcome to have access anytime
Requests for substitutions or transfers
should be made in writing prior to
just ask your trainer and it will be
organised immediately.
course commencement. For terms
You can access hard copy records and
and conditions please refer to our
reports from our student management
Fees, Charges and Refund Policy at
system, but only relating to you
https://bookings.qld.gov.au/services/f
personally. You can request this access
irstaid/legal/terms/.
using the Student Records Request
Form. Access to requested records
Our Guarantee to Clients
during a work day will be arranged as
If for any reason QAS is unable to
soon as possible and definitely within
fulfil its service agreement with a
24 hours. Students should note that
student, QAS must issue a full refund
these records cannot be taken away
for any services not provided. The
unless a copy is requested. Where
basis for determining “services not
photocopies
provided” is to be based on the units
reserves the right to charge a one-off
of competency completed by the
photocopy fee of $10.00. There is no
student and which can be issued in a
cost to simply view records at our
statement of attainment at the time
office.
the service is terminated.
are
requested,
QAS
Continuous improvement
For more information about our Fees,
Charges and Refund Policy, please
visit
https://bookings.qld.gov.au/services/f
QAS is committed to the continuous
improvement of our training and
assessment services, student services
irstaid/legal/terms/.
and management systems. Central to
Access to your records
continuous
improvement
procedures
we
this commitment is our approach to
You are entitled to have access to your
student
file
and
learning
and
assessment records on request. You
may require these to monitor you
progress with training or simply to go
back and confirm something in a
previous training module. Whilst these
records will be retained by QAS, you
Version 1.0 April 2015
QAS Community Education – Student Handbook
systematic
apply
and
and
to
the
achieve
sustained
improvement.
Suggesting improvements
The primary method of reporting
opportunities for
students
is
improvement
via
improvement
by
the
continuous
reporting
procedure.
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Queensland Ambulance Service
This procedure allows any person to
have been chosen for the course you
raise
are enrolled in. Assessment methods
a
Report
Continuous
for
Improvement
consideration
by
the
may
include:
Written
Knowledge
Continuous Improvement Committee.
Assessment (multiple choice and/or
Often these reports will be generated
short answer), Research Tasks, Case
after an opportunity for improvement
Studies, Work Log Book, Supervisor
has been identified by a staff member
Feedback
or
Observation.
student.
Improvement
The
Continuous
Report
template
is
available on request. Students are
encouraged to provide feedback to
QAS so we can improve our services in
the future.
The
and
following
Workplace
provides
a
brief
explanation of the primary assessment
methods:
− Written Knowledge Assessment: The
student is required to provide a
Learner satisfaction survey
written
response
to
a
questions
program, you will be issued with a
knowledge
Feedback
Form
Learner
competency. These would generally
Satisfaction
Survey.
Learner
be short answer response activities
Satisfaction Survey is a nationally
and may include other questioning
consistent
methods including multiple-choice.
survey
The
tool
which
is
designed to collect feedback from
students about their experience with
an RTO and in undertaking nationally
recognised training. Your completion
and return of this survey is important
to QAS for our ongoing improvement
of services and to enable us to report
this information to our registering
authority. Your assistance in gathering
this survey data is greatly appreciated.
Assessment
− Research
of
Tasks:
to
of
At the completion of your training
and
relating
range
the
The
required
units
student
of
is
required to undertake research within
their own workplace and the available
reference material and provide a
written response to each question.
These
assessment
activities
are
usually short to medium answer
response activities. The responses
provided by the student will largely
be specific to their workplace.
− Case Study Response: The student is
At QAS assessment is conducted
required
using a variety of methods. The most
response to a situation presented in a
appropriate methods of assessment
Version 1.0 April 2015
QAS Community Education – Student Handbook
to
provide
a
written
case study scenario. This will usually
Page 13 of 26
Queensland Ambulance Service
consider
observation activities in events and is
presented,
required to make arrangements to
undertake some research to inform
undertake these activities when the
their response and then to propose
assessor is in attendance at the
their recommended actions.
workplace.
require
the
carefully
student
the
to
situation
− Workplace Log book: The student is
required to record details of their
work activity completed during the
work placement. These details are
recorded against specified tasks which
are predesigned for the student to
complete. This forms an important
part of the assessment evidence as it
often includes critical evidence that is
otherwise difficult for the assessor to
observe.
periodically
engage
with
workplace supervisors to seek their
feedback
about
the
student’s
performance. This is undertaken as an
interview
with
a
duration
of
approximately 15 to 20 minutes. This
interview can be undertaken over the
phone or face to face. Feedback from a
supervisor
is
recorded
into
the
assessment record.
will be observed performing specific
in
competent are to be provided with
detailed verbal and written feedback to
assist them to identify the gaps in their
knowledge and skills to be addressed
through
further
training.
These
students are to be provided with
additional
training
and
learning
support to target their specific gaps in
their
them for additional assessment.
It is the policy of QAS to provide three
opportunities for additional training
and re-assessment at no additional cost
to the student or employer. Students
who require additional training and reassessment after they have exhausted
their
three
opportunities
will
be
required to pay a fee for additional
training
and
re-assessment.
Please
refer to the current fee schedule to
− Workplace Observation: The student
tasks
Students who are assessed as not yet
knowledge and/or skills and prepare
− Supervisor Feedback: The assessor
will
Re-assessment
day-to-day
work
activities. The assessor will attend the
workplace and observe the student
performing tasks relevant to the units
of competency being assessed. The
student will be briefed on these
Version 1.0 April 2015
QAS Community Education – Student Handbook
identify the re-assessment fee.
Student’s requiring additional learning
support are to be brought to the
attention of QAS management so the
progress
monitored
of
the
student
closely
and
can
be
additional
support services can be applied well
before it becomes necessary to impose
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Queensland Ambulance Service
an additional fee for re-assessment.
assistance available. QAS generally
Where students repeatedly do not
recommend
demonstrate
following
courses provided by TAFE. These
significant learning and assessment
institutes have specialist teachers to
support, a student’s enrolment can be
support the student’s development.
competence
determined
through
mutual
agreement.
−
the
LLN
training
Refer students to external language,
literacy
and numeracy
support
Language, literacy & numeracy
services
skills
support available within QAS and
Language, literacy and numeracy skills
assessed as necessary; and
This is particularly true in many
−
skills
influence
measuring,
comprehending
weighing
written
and
work
instructions.
a
student’s
if
QAS is committed to providing a fair
an
language,
their enrolment to ensure they have
transparent
complaints
and
independent
external
body
if
necessary.
What is a complaint?
adequate skills to complete the
A complaint is negative feedback
training;
about services or staff which has not
Support
students
during
their
study with training and assessment
materials and strategies that are
easily understood and suitable to
the level of the workplace skills
being delivered;
−
programs
appeals process that includes access to
literacy and numeracy skills during
−
training
Making complaints & appeals
and
To support this approach QAS will:
Assess
the
necessary.
the
performance of workplace tasks such
−
beyond
Negotiate an extension of time to
complete
vocations where language, literacy and
as
are
where this level of support is
are critical to almost all areas of work.
numeracy
that
Provide
clear
been resolved locally. A complaint
may be received by QAS in any form
and does not need to be formally
documented by the complainant in
order to be acted on. Complaints may
be made by any person but are
generally made by students and/or
information
to
employers.
students about the details of the
language, literacy and numeracy
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Queensland Ambulance Service
What is an appeal?
journal
complaint
An appeal is an application by a
Records
student for reconsideration of an
unfavourable
decision
or
events
during
handling
relating
to
the
process.
complaint
handling are stored securely to
finding
prevent access to unauthorised
during training and/or assessment. An
personnel.
appeal must be made in writing and
specify the particulars of the decision
of
−
A complainant is to be provided an
or finding in dispute. Appeals must be
opportunity to formally present his
submitted to QAS within 28 days of
or her case at no cost.
the student being informed of the
assessment decision or finding.
−
training and assessment that are the
may
be
support person at any relevant
meeting.
−
The handling of a complaint is to
commence
source of frustration or are in dispute
within
seven
(7)
working days of the lodgement of
should be resolved at the time, as they
the complaint and all reasonable
occur between the persons involved,
measures are taken to finalise the
where possible. Sometimes, it will not
process as soon as practicable.
be possible and in these cases you are
encouraged to come forward and
complainant
accompanied and/or assisted by a
Early resolution of complaints &
appeals
In all cases, issues that arise during
Each
−
The complainant is to be provided
inform us of your concerns with the
a written response to the complaint,
confidence that you will be treated
including details of the reasons for
fairly.
the outcome. A written response
must
Complaint and appeals handling
is to be kept by QAS including all
details of lodgement, response and
resolution. QAS will maintain a
complaints register to be used to
record the details of the complaint
and to maintain a chronological
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to
the
days of the lodgement of the
complaint.
to its complaints and appeals handling:
A written record of all complaints
provided
complainant within fourteen (14)
QAS applies the following principles
−
be
−
Complaints must be resolved to a
final outcome within sixty (60) days
of the complaint being initially
received.
Where
QAS
Chief
Executive Officer considers that
more than 60 calendar days are
required to process and finalise the
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complaint, the CEO must inform
should
the
Information Release Form.
complainant
in
writing,
including reasons why more than
60 calendar days are required. As a
benchmark, QAS will attempt to
resolve complaints as soon as
possible. A timeframe to resolve a
complaint within thirty (30) days is
considered acceptable and in the
best interest of QAS and the
complainant.
A
complainant
should also be provided with
regular updates to inform them of
the
progress of the
handling.
Updates
complaint
should
be
provided to the complainant at a
minimum
of
four
(4)
weekly
intervals.
−
−
given
using
the
Complaints are to be considered
and
handled
to
ensure
the
principles of natural justice and
procedural fairness are applied at
every
stage
of
the
complaint
handling process. This means that
the complainant is entitled to be
heard with access to all relevant
information and with the right of
reply. The complainant is entitled
to have their complaint heard by a
person that is without bias and may
not be affected by the decision.
Finally the decision must be made
based on logical evidence and the
decision-maker must take account
QAS shall maintain the enrolment
of relevant considerations, must act
of the complainant during the
for a proper purpose and must not
complaint handling process.
take
Decisions
or
outcomes
of
the
complaint handling process that
find in the favour of the student
shall be implemented immediately.
−
−
be
into
account
irrelevant
considerations.
Review by an independent person
QAS provides the opportunity for
persons making a complaint or an
Complaints are to be handled in the
appeal who are not satisfied with the
strictest of confidence. No QAS
outcomes
representative
disclose
appeals handling process to seek a
information to any person without
review by an independent person. To
the
Chief
facilitate this, QAS will engage a
Executive Officer. A decision to
suitably qualified and experienced
release information to third parties
VET consultant to provide this review
can only to be made after the
impartially on behalf of the student.
permission
will
of
QAS
of
the
complaints
and
complainant has given permission
for this to occur. This permission
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Review by external agency
−
−
Hotline
Where the complainant or person
are
to
have
up
complaint
or
and
accessed
appeal
to
investigate
their
via
the
following
phone number: 13 38 73.
following the internal completion
−
students
complaint. This service can be
independent of QAS to review his
her
for
an
external agency who will follow
the
opportunity for a body that is
or
provides
lodge their grievance with an
with the handling of the matter by
they
also
opportunity
lodging an appeal is not satisfied
QAS,
National Training Complaints
of complaint or appeals process.
Recognition of your existing
Students who are not satisfied with
skills & knowledge
the process applied by QAS may
refer
their
grievance
to
the
following external agencies:
−
referred to the Australian Skills
Authority
-
ASQA
Online Complaint Form click
here. Students are to be advised
that ASQA will require the
student to have exhausted all
−
the Standards for NVR Registered
Training Organisations, QAS provides
Unresolved complaints may be
Quality
In accordance with the requirements of
the opportunity, where suitable, for
students to
learning
apply
to
recognised
have
toward
prior
a
qualification or units of competence for
which they are enrolled.
What is recognition?
avenues through QAS internal
Recognition involves the assessment of
complaints handling procedure
previously unrecognised skills and
before taking this option.
knowledge that an individual has
Unresolved Appeals in relation
to consumer related issues may
be referred to the Office of Fair
Trading.
achieved outside the formal education
and
training
system.
Recognition
assesses this unrecognised learning
against the requirements of a unit of
competence, in respect of both entry
requirements and outcomes to be
achieved. By removing the need for
duplication of learning, recognition
encourages an individual to continue
upgrading their skills and knowledge
through
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structured
education
and
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training towards formal qualifications
eligible to apply for recognition in
and improved employment outcomes.
that program at no additional
This has benefits for the individual and
charge.
industry. Most importantly, it should
be noted that recognition is just
−
apply the principles of assessment
another form of assessment.
and the rules of evidence.
Recognition guidelines
−
The following guidelines are to be
followed when an application for
recognition is received:
−
Any student is entitled to apply for
recognition
in
a
course
Recognition exemptions
−
not
QAS due to industry requirements
currency
in
skill
and
knowledge, industry requirements
recognition for units of competence
for regular training, and regular
or a qualification which are not
changes to clinical information.
included
in
QAS
registration.
QAS
registration
is
scope
of
QAS has an obligation to ensure
scope
of
that student knowledge and skill in
available
at
first aid training is current, and
(RTO
therefore RPL is not an appropriate
number 5285).
assessment method.
Whilst students may apply for
recognition at any time, they are
encouraged
to
apply
before
commencing a training program.
This
will
reduce
unnecessary
training and guide the student
down a more efficient path to
competence.
−
Learning
for
www.training.gov.au
−
Prior
Training Package is not offered by
for
apply
of
of competency from the Health
not apply an exemption.
may
Recognition
(RPL) for standalone first aid units
or
currently enrolled, where QAS does
Students
Recognition may only be awarded
for whole units of competence.
qualification in which they are
−
Assessment via recognition is to
Students
who
−
Where RPL is not an appropriate
assessment method, QAS may offer
“challenge
currently
enrolled in a training program are
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on
request,
which involves assessment only (no
training) in the required knowledge
and skills. Standard course fees
apply. For more information about
assessment-only
testing”
are
testing”
please
“challenge
email
firstaidtraining@ambulance.qld.gov
.au
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Forms of evidence for recognition
Recognition
acknowledges
−
volunteer experience;
that
workplace skills and knowledge may
−
Examples of work products;
−
Observation by an assessor in the
be gained through a variety of ways
including both formal and informal
workplace;
learning or through work-based or life
experience.
Like
assessment,
recognition
is
a
process whereby evidence is collected
Evidence of relevant unpaid or
−
Performance appraisal; or
−
Duty statements.
and a judgement is made by an
Many of these forms of evidence
assessor or assessment team. The
would not be sufficient on their own.
judgement
When combined together, with a
is
made
on
evidence
provided by candidates of the skills
number
and
have
candidate will start to provide a strong
previously learnt through work, study,
case for competence. QAS reserves the
life and other experiences, and that
right
they are currently using. It also
undertake
includes
a
activities of skills and knowledge in
candidate’s ability to adapt prior
order to satisfy itself of a candidate’s
learning or current competence to the
current competence.
knowledge
evidence
that
to
they
confirm
context of the intended workplace or
industry.
Forms of evidence toward recognition
may include:
−
require
items,
candidates
practical
the
to
assessment
What is national recognition?
National recognition is the recognition
of learning achieved through formal
Standards
Records of workplace training;
−
Assessments of current skills;
−
Assessments of current knowledge;
−
Third party reports from current
supervisors
for
NVR
Registered
Training Organisations, qualifications
−
previous
to
evidence
education and training. Under the
Work records;
and
of
and statements of attainment issued by
any RTO are to be accepted and
recognised by all other RTOs. National
or
managers;
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recognition allows a student to be
awarded a unit of competency/module
based on successful completion of the
unit
which
has
been
previously
awarded.
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Evidence requirements
−
national recognition at any time,
If you are seeking national recognition
they
you are required to present your
statement
of
attainment
a
training
will
reduce
student down a more efficient path
detail of what units of competence you
to competence.
have been previously issued. You must
attainment
This
apply
unnecessary training and guide the
These documents will provide the
of
encouraged to
commencing
program.
qualification for examination to QAS.
statement
are
before
or
provide satisfactory evidence that the
Whilst students may apply for
−
The student does not incur any fees
or
for national recognition and QAS
qualification is authentic, is yours and
does not receive any funding when
that it has been issued by an Australian
national recognition is granted.
RTO. Statements of attainment or
qualifications should be in the correct
−
awarded
format as outlined in the Australian
units
of
will not be considered for national
are certified as a true copies of the
recognition and applicants will be
original.
advised to seek recognition.
National recognition guidelines
−
The following guidelines are to be
in
relation
to
national
recognition:
Where a statements of attainment
or qualification submitted by a
student does not meet the correct
format or guidelines as outlined in
Any student is entitled to apply for
national recognition in a course or
qualification in which they are
currently enrolled.
−
whole
guide identifies a partial credit, this
required to submit copies only which
−
for
competence. Where a mapping
Qualifications Framework. You are
followed
National recognition may only be
the
Australian
Qualifications
Framework, QAS is unable to
accept this document as evidence
for
recognition.
Students
that
submit invalid documents will be
for
advised by QAS to contact their
national recognition for units of
issuing RTO for a correct statement
competence or qualification which
of attainment or qualification to be
are not included in QAS scope of
issued.
Students
may
not
apply
registration.
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Queensland Ambulance Service
Legislative
and
Regulatory
minimisation of risks arising from
Responsibilities
QAS
is
work or from particular types of
required
to
operate
in
accordance with the law. This means
we comply with the requirements of
legislative
and
regulatory
requirements. The following legislation
is a list of the Acts that QAS has
recognised
it
has
compliance
responsibilities to. They also represent
obligations to you as a student whilst
training with QAS.
During your day-to-day work and
when participating in training, you
will need to be aware of the relevant
legislation that may impact on your
conduct and behaviour.
Copies of State and Federal legislation
can be found on the Internet at
www.australia.gov.au/state-legislation
(State)
and
welfare through the elimination or
www.comlaw.gov.au
(Federal).
The following is a summary of the
legislation that will generally apply to
your day-to-day work and training.
substances or plant.
The WHS Act covers workers by
providing a nationally uniform work
health and safety laws. This includes
employees,
contractors,
contractors, outworkers, trainees, work
experience students, volunteers and
employers who perform work.
The WHS Act also provides protection
for the general public so that their
health and safety is not placed at risk
by work activities.
Section 29 of the WHS Act requires
that any person at a workplace,
including customers and visitors, must
take reasonable care of their own
health and safety and that of others
who may be affected by their actions
or omissions.
They must also cooperate with any
actions taken by the person conducting
business or undertaking to comply
with
the
WHS
Act
Work Health and Safety Act 2011
Regulation.
The main object of this Act is to
Privacy Act 1988
provide for a balanced and nationally
consistent framework to secure the
health and safety of workers and
workplaces. The WHS Act protects
workers and other persons against
harm to their health, safety and
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sub-
and
WHS
The Privacy Act is supported by the
Australian Privacy Principles which
came into effect on 12th March 2014.
The
object
of
Australian
Privacy
Principles is to ensure businesses and
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government agencies manage personal
against
information
person) on the grounds of a disability
in
an
open
and
transparent way.
Review
the
another
person
(aggrieved
of the aggrieved person if, because of
section
within
handbook
that
relates
protection.
It
provides
to
this
privacy
you
with
information about:
the aggrieved person’s disability, the
discriminator treats or proposes to
treat
the
aggrieved
person
less
favourably than, in circumstances that
are the same or are not materially
− the kinds of personal information
that the entity collects and holds;
different, the discriminator treats or
would treat a person without the
disability.
− how the entity collects and holds
personal information;
For the purposes of subsection (1),
circumstances in which a person treats
− the purposes for which the entity
or would treat another person with a
collects, holds, uses and discloses
disability are not materially different
personal information;
because of the fact that different
− how an individual may access
personal information about the
individual that is held by the entity
and seek the correction of such
information;
about a breach of the Australian
Privacy Principles and how the
will
required
by
the
person
with
a
disability.
Sex Discrimination Act 1984
Objects The objects of this Act are:
− how an individual may complain
entity
accommodation or services may be
deal
with
such
a
complaint; and
− whether the entity is likely to
disclose personal information to
overseas recipients.
Disability Discrimination Act 1992
Sect 5 - Disability Discrimination
− to give effect to certain provisions
of
the
Convention
Elimination
of
Discrimination
All
on
Forms
Against
the
of
Women;
and
− to eliminate, so far as is possible,
discrimination against persons on
the ground of sex, marital status,
pregnancy or potential pregnancy
in
the
areas
accommodation,
of
education,
work,
the
(1) For the purposes of this Act, a
provision of goods, facilities and
person (discriminator) discriminates
services, the disposal of land, the
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Queensland Ambulance Service
activities
of
clubs
and
the
administration of Commonwealth
laws and programs; and
of
age,
as
the
rest
of
the
community; and
− to allow appropriate benefits and
− to eliminate, so far as possible,
other assistance to be given to
discrimination involving dismissal
people of a certain age, particularly
of employees on the ground of
younger and older persons, in
family responsibilities; and
recognition
− to eliminate, so far as is possible,
discrimination
involving
sexual
of
their
particular
circumstances; and
− to
promote
recognition
and
harassment in the workplace, in
acceptance within the community
educational
of the principle that people of all
institutions
and
in
other areas of public activity; and
− to
promote
recognition
ages have the same fundamental
and
acceptance within the community
of the principle of the equality of
men and women.
rights; and
− to respond to demographic change
by:
•
Age Discrimination Act 2004
the ground of age in the areas of
access
to
premises, the provision of goods,
and
facilities,
accommodation, the disposal of
land,
the
administration
Commonwealth
programs
and
older
and
discrimination against persons on
services
to
particularly in the workforce;
− to eliminate, as far as possible,
education,
barriers
people participating in society,
The objects of this Act are:
work,
removing
laws
requests
of
and
for
information; and
− to ensure, as far as practicable, that
everyone has the same rights to
equality before the law, regardless
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•
changing negative stereotypes
about older people.
Racial Discrimination Act 1975
This Act gives effect to Australia's
obligations under the International
Convention on the Elimination of All
Forms of Racial Discrimination. Its
major objectives are to:
− promote equality before the law for
all persons, regardless of their race,
colour or national or ethnic origin,
and
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− make discrimination against people
on the basis of their race, colour,
descent or national or ethnic origin
unlawful.
10% of the words of a work in
electronic form.
Fair Work Act 2009
The main objectives of this Act is to
Copyright Act 1968
provide a balanced framework for
Copyright is a type of property that is
cooperative and productive workplace
founded on a person's creative skill
relations
and labour. It is designed to prevent
economic
the unauthorised use by others of a
inclusion for all Australians by:
work, that is, the original form in
which an idea or information has been
expressed by the creator.
that
promote
prosperity
national
and
social
Providing workplace relations laws
that are fair to working Australians,
are flexible for businesses, promote
Copyright is not a tangible thing. It is
productivity and economic growth for
made up of a bundle of exclusive
Australia's future economic prosperity
economic rights to do certain acts with
and take into account Australia’s
an original work or other copyright
international labour obligations;
subject-matter. These rights include the
right to copy, publish, communicate
(eg. broadcast, make available online)
and publicly perform the copyright
material.
fair,
relevant
minimum
allows a work to be reproduced
without infringing copyright. Where a
part of a work is copied, the issue is
whether a substantial part of that work
has been reproduced and thus an
infringement has occurred. However,
there is a 10% rule which applies in
relation to fair dealing copying for the
purposes of research or study. A
reasonable portion of a work may be
for
that
purpose,
and
a
and
terms
enforceable
and
conditions
through the National Employment
Standards,
There is no general exception that
copied
Ensuring a guaranteed safety net of
modern
awards
and
national minimum wage orders;
Enabling fairness and representation
at work and the prevention
of
discrimination by recognising the right
to freedom of association and the right
to be represented, protecting against
unfair treatment and discrimination,
providing
accessible
and
effective
procedures to resolve grievances and
disputes
and
providing
effective
compliance mechanisms.
reasonable portion is deemed to be
10% of a book of more than 10 pages or
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Queensland Ambulance Service
National Vocational Education and
Training Regulator Act 2011
student will be informed 7 days prior
to changes taking effect.
This legislation provides that basis for
the regulation of Registered Training
Organisations in Australia. The
legislation provides the basis for the
establishment of the National VET
Regulator who are the registration
authority for RTOs. An core
component of this legislation is that it
defines the condition for the
registration of an RTO which include:
− compliance with the VET Quality
Framework
− satisfying Fit and Proper Person
Requirements
− satisfying the Financial Viability
Risk Assessment Requirements
− notifying National VET Regulator
of important changes
− cooperating with National VET
Regulator
− compliance with directions given
by the National VET Regulator
Changes
to
terms
and
conditions
QAS reserves the right to amend the
conditions of the student’s enrolment
at any time. If amendments are made
that effect the student’s enrolment the
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