Enrolment Information

The Pivot Institute provides high quality training, assessment and consulting services, as well as customised courses, bridging and update programs. Through our status as a Registered Training Organisation, we are scoped to offer the following national training packages:

• Certificate IV in Training & Assessment
• Diploma of Management
• Diploma of Business
• Certificate IV in Frontline Management
• Certificate IV in Business

Our trainers and assessors are industry professionals with significant experience in the areas in which they are delivering. Staff and contractors are supported by a strong administration team in our Perth based office.

Our trainers meet and exceed the requirements of Trainers and Assessors as listed by the National Quality Council.

The Pivot Institute
Level 2, 231 Adelaide Terrace
Perth WA 6000

Telephone: (08) 9221 1803
Facsimile: (08) 9221 1903
E-mail: enquiries@pivot.edu.au
Website: www.pivot.edu.au

Read the Course Outline & Client Handbook

Please ensure that you read and understand the information provided before proceeding with your enrolment. These documents contain important information including the expected outcomes and pre-requisites for your training, our Code of Conduct, Fees & Charges Policy and the Training and Assessment process.

Submit Completed Forms

Complete, sign and return the Enrolment Form to The Pivot Institute. A stamped self-addressed envelope will have been provided in the course pack for your convenience. Alternatively, you may scan and submit your forms by e-mail to enquiries@pivot.edu.au or by facsimile to (08) 9221 1903. If you require assistance completing your form please contact us on (08) 9221 1803.

Acceptance Of Your Application

Upon receipt of your Enrolment Form, your application will be assessed to ensure that you have satisfied the pre-requisites (where applicable) for the course. Once your application has been approved, you will be sent confirmation of your acceptance into the course, an invoice for your course fees and the course date, time and location. If you have indicated that you wish to be considered for Recognition of Prior Learning (RPL) one of our staff will contact you regarding the next step. Please refer to Page 8 for further information on RPL.

Payment Of Fees

Depending on the course you have enrolled in, your fees may be payable up-front, prior to the commencement of your training course. Please check your Course & Fees Information sheet for details.

The RTO may accept payment of no more than $1000 from each individual client prior to the commencement of the course. Following course commencement, the RTO may require payment of additional fees in advance from the client but only such that at any time, the total amount required to be paid which attributable to tuition or other services yet to be delivered to the client does not exceed $1,500.

IMPORTANT: Training cannot commence until any upfront payments have been received. Please ensure payment is received by the due date on the invoice to ensure that your place on the course is not forfeited. For further information regarding our Fees & Charges including cancellations and refunds, please refer to Page 12.

Course Admission Policy

All potential applicants are given sufficient information to ensure that they are familiar with the requirements of the course. If there is any doubt The Pivot Institute will provide counselling to assist in determining the suitability of the Certificate IV in Training and Assessment for that application. Referral will be provided to other training organisations that can assist the individual to prepare for training.

Course Information

Course & fees information will be provided to you separately, in addition to this Client Handbook.

A qualification can be gained in the following ways:

• By completing a training program
• By meeting the criteria for Recognition of Prior Learning (RPL). This process involves gathering and assessing evidence from your current and previous experience, work and training that can be used to demonstrate competence.
• Through recognition of qualifications issued by other Registered Training Organisations (RTO’s). This means that The Pivot Institute will recognise a Certificate or Statement of Attainment issued to you by another RTO.
• Through a combination of the above.

Competency Based Training

Your training will be structured to meet the competency standards of the VET Training Package you have selected. Information on the Units of Competency which make up the Training Package will be provided to you during your training, so that you can establish what you will be assessed on.

Upon successful completion of your training and assessment you will be qualified to receive either a Statement of Attainment or a Certificate, depending on what you have studied and completed.

You are required to complete your learning and assessment activities for enrolled units within the allocated time frames. In some cases, due to extenuating circumstances, extensions can be granted.

For further information regarding Assessments please refer to Page 8.

Flexible Training Options

We understand that different methods of learning and assessment work for different people. The Pivot Institute offers three options for your study (where feasible) so that you can take advantage of the method which best suits your individual requirements. Please refer to your Course & Fees Information sheet as not all programs are available externally.

Option A – Structured Classroom Training

Option A involves participation in structured group training sessions, with a Training Facilitator and other clients. A maximum number of clients are be accepted into a course at one time which allows for individual client interaction and assistance where needed.

Classroom learning may include activities, case studies and exercises, participation in group discussions, role plays and practical demonstrations, all of which may form part of your assessment.

Option B – Flexible Learning including online learning

Option B offers the choice of studying at your own pace at home and/or work. This allows you study when convenient, providing that you complete the units you have enrolled in within the time limit.

Clients will be provided with comprehensive learning materials, including relevant journal articles and readings, a suggested study timetable and regular leaner support throughout the duration of the course via phone, fax, email or video conference (where available). In addition clients will be provided with an online login to our own Pivot Online Learning System (POLS) which allows viewing of resources and assessments related to the study program together with the opportunity to communicate with other clients from The Pivot Institute.

Option C – A Combination Of Structured & Flexible Learning

Option C offers a combination of Option A & B. Subject to availability you may choose to complete some of the Units of Competency through structured training and the remainder via flexible delivery.

Recognition of Prior Learning (RPL)

If a client has already completed training elsewhere, or has existing work/life skills and knowledge in the area they are studying, they may apply for Recognition of Prior Leaning (RPL). This means that the client will be assessed to determine if they can obtain qualification without further study.

RPL is available to all clients enrolling in a course with The Pivot Institute. If you feel that you may be eligible for RPL, please indicate this on the Enrolment Form, and you will be sent an RPL Manual and RPL Application Form which fully details the RPL process and requirements.

It is important that clients discuss their RPL Application thoroughly with The Pivot Institute staff to minimise the chances of your RPL application being unsuccessful, as fees are payable for each RPL Assessment regardless of the outcome. Please refer to Page 12 for RPL fee details.

Client Support

The Pivot Institute will ensure that all clients are fully supported in their studies, to assist you in achieving the required level of competency in all units. As well as monitoring your progress throughout the training, we can provide advice and guidance if you are experiencing difficulties with your study, in such matters as time management, goal setting and the achievement of goals, motivation, ways of learning, coping with assessments and study techniques.

In addition, we can also organise contact with other clients so you can provide support to each other through the learning and assessment process. If you have indicated on the Enrolment Form that you would like this option, your telephone and/or e-mail details will be provided to other clients completing Units of Competency from the same Qualification and vice versa.

Clients also have access to relevant learning support services, including assistance with language, literacy and numeracy. For further information please refer to Page 15

If you require support please see one of our staff. Referrals will be made to outside agencies if required by the client.

The Pivot Institute guarantees to provide the training and assessment services so that you can achieve your study goals.

Expectations Of Our Clients

• Be committed to the completion of your study within the designated timeframe. Re-enrolment fees apply after this time.
• Self-monitor and participate fully in the training and assessment process to give yourself the best possible opportunity to achieve competence.
• Show consideration and respect for your fellow clients and our staff, and ensure your behaviour does not undermine the training principles or our Code of Practice.
• Please be on time for your training so as not to inconvenience other clients and your trainer.
• If you are unable to attend scheduled training due to illness or unforeseen circumstances please call the office if possible to let us know.
• Notify our staff prior to the training commencement if you have any special needs which need to be taken into consideration.
• Notify us promptly if your contact details change.
• Seek assistance from our staff promptly if you feel you need support, advice or guidance.
• Ensure that all work submitted is your own.
• Provide us with feedback to allow us to improve our services to you.

The Assessment Process

Training courses consist of a full qualification, comprised of individual Units of Competency. Assessment is the evaluation of your competency against the standards and criteria of each Unit of Competency. Clients will receive details of each Unit of Competency upon commencement of training, as part of the course reference material, and this will outline the criteria on which you will be assessed.

The Pivot Institute ensures that assessments are valid, reliable, flexible, fair and meet the requirements of currency, sufficiency and authenticity. Assessments at The Pivot Institute are only conducted by qualified Assessors who meet the stated requirements of the National Quality Council.

Upon completion of your training, you will be required to submit evidence to support your competence. Some of the evidence you may be asked for could include of one or more of the following:

• Answering written or verbal questions
• Partaking in practical demonstrations in your workplace or a simulated workplace
• Participation in activities, group discussions and role plays
• Documentary evidence prepared by the client
• Third party reports from your supervisor or relevant colleagues or clients

Your evidence will then be assessed to determine whether you are Competent or Not Yet Competent. Pages 10 and 11 will explain what these terms mean.

Successful Completion of your Course

If a client is deemed to have satisfied the assessment criteria for the Units of Competency they are studying, they will be awarded a Competent mark and receive the appropriate qualification: either a Statement of Attainment or a Certificate.

A Statement of Attainment (SOA) is awarded if requested upon the successful completion and assessment for individual Units of Competency.

A Certificate and Record of Achievement is issued upon when you have attained competency in all of the required units for a whole qualification.

All qualifications issued by The Pivot Institute meet the Australian Qualifications Standards.

Failure To Meet Course Requirements

If a client has been unsuccessful in meeting the assessment criteria, the client will be marked as Not Yet Competent. Qualifications cannot be issued toclients until a Competent mark has been achieved.

Should you fail to achieve competency in your first attempt you will be provided with another opportunity. Failing that, you will be required to re-enrol in the unit competency, pay the associated fees, complete additional learning and apply for assessment again. You are required to complete your learning and assessment activities for enrolled units within the allocated time period.

A Complaints and Appeals process which allows clients to appeal an assessment decision. Please refer to Complaints and Appeals Procedure on Page 11 for information on how to lodge an appeal or complaint.

Complaints and Appeals Procedure

The Pivot Institute will strive to provide clear, honest and open communication at all times about the requirements for assessment and the process and evaluation of appeal against and assessment decision.

We view complaints as a potential opportunity for improvement and seek to resolve any issues or concerns as quickly as practicable.

If you are appealing an assessment

Initially, we encourage you to speak to your Assessor to understand the reasons they have found you not yet competent. If you feel uncomfortable approaching your Assessor or the person concerned, you may request an Appeal Against Assessment form from our office.

You have 12 months in which to lodge your appeal. You have the right to an independent advocate to act on your behalf and all assessment appeals will be heard by an independent person who will determine the outcome of the appeal, with reasons and advise you in writing within two weeks. A copy of the appeal and resolution will be kept on file, both on the complaints register, and in the participant’s individual file.

If you are Lodging a Complaint

If relevant, we encourage you to approach the staff member concerned and discuss the issue with them. If you feel uncomfortable approaching your Assessor or the person concerned, you may speak to our Director, Elisa Uyen. Alternatively you may put your concerns in writing and send to:

Elisa Uyen, Director
The Pivot Institute
Level 2, 231 Adelaide Terrace
Perth WA 6000

E-mail: elisa@pivot.edu.au

You will receive a response within 7 days.

Course Fees

Information on the fees for the specific course you wish to study are provided separately to this Client Handbook. Once your enrolment application has been accepted you will be issued with an invoice for your course fees. Information for all other charges including cancellations, withdrawals, non-attendance, and replacement training manuals or certificates are detailed below, along with our refund policy.

Payment Terms

All course fees are payable 14 days before the commencement of your training, unless prior arrangements have been made and confirmed in writing by The Pivot Institute.;Please ensure that your fees are paid promptly by the due date, to ensure that you do not lose your place on the course. Learning materials will not be despatched until full payment of course fees is received.

Cancellations, Withdrawals & Non-Attendance

Once enrolment has been received by The Pivot Institute the following fees and charges will apply:

• Should The Pivot Institute cancel a course, participants are entitled to a full refund or transfer of funds to another training course with The Pivot Institute on an alternative date. Reasons for cancellation by Pivot may include low class numbers (we require a minimum of clients per class).
• If a client cancels within 14 days from the date of course commencement, a full refund less an administration fee of $150 will be given.
• If a client cancels within 7 days from the date of course commencement no refund will be given.
• If a client fails to attend with no notice, no refund will be given.

All cancellations must be made in writing, either by mail, fax or e-mail.

Refunds

Requests for refunds must be made in writing and submitted to The Pivot Institute within 14 days.

If you wish to appeal the decision of a refund request please contact us. The Pivot Institute aims to provide a fair and accessible refund process which addresses the requirements of both the client and The Pivot Institute.

Other Charges

Additional Statement of Attainment or Certificate…………………………………………………………………………….. $50.00

Legislative Requirements

As a Registered Training Organisation, The Pivot Institute is required to comply with rigorous Commonwealth and State standards, guidelines and legislation. This includes legislation relating to the Vocational Education and Training sector, as well as health, safety, employment, workplace and equity.
Adherence to these legislation, policies and standards help us to provide our clients with consistent, high quality training which meets national standards, as well as a safe, supportive and discrimination free learning environment. They guide us in the application of Reasonable Adjustment for clients with special needs (refer to Page 15). Some of the relevant legislation is listed below for your information. This legislation was current at the time of publication of this handbook. Where the state or territory and the Commonwealth laws deal with the same situation differently, the Commonwealth law has jurisdiction.

LINKS TO USEFUL WEBSITES

• Department of Education, Employment and Workplace Relations www.deewr.gov.au
• Australasian Legal Information Institute www.austlii.edu.au
• Commonwealth of Australia Law www.comlaw.gov.au
• WA State Law Publisher www.slp.wa.gov.au
• Training.com.au www.training.com.au
• Department of Commerce Worksafe www.commerce.wa.gov.au/WorkSafe
• Safework Australia www.safeworkaustralia.gov.au

VET LEGISLATION

The Australian Quality Training Framework (AQTF) is the national set of standards which assures nationally consistent, high-quality training and assessment services for the clients of Australia’s vocational education and training system. Registered Training Organisations (RTO’s) such as The Pivot Institute are required to comply with AQTF Standards, which includes the AQTF Essential Conditions and Standards for Continuing Registration. A copy of these standards can be accessed via the training.com.au website under AQTF>Publications.

ANTI-DISCRIMINATION LEGISLATION

Registered Training Organisations must comply with the following Commonwealth & State anti-discrimination legislation:

• Commonwealth Racial Discrimination Act 1975
• Commonwealth Sex Discrimination Act 1984
• Commonwealth Human Rights and Equal Opportunity Act 1986
• Commonwealth Disability Discrimination Act 1992
• Commonwealth Age Discrimination Act 2004.
• Western Australian Equal Opportunity Act 1989

OCCUPATIONAL HEALTH & SAFETY

• Occupational Safety and Health Act 1984
• National Occupational Health and Safety (OHS) Strategy 2002-2012

Privacy Policy

The Pivot Institute aims to ensure compliance to relevant legislation regarding privacy for all clients of The Pivot Institute, including:

• All information collected is stored for training, assessment and contact purposes only.
• Except as required as under the Standards for Registered Training Organisations or by law, information about a client will not be disclosed to a third party without their written consent.
• Clients are able to access and correct the personal information held and access their records by applying in writing to The Pivot Institute.
• The details collected by The Pivot Institute will be retained on both electronic and paper based databases for the purpose of compliance with AQTF Standards.
• Records will be kept for a period of thirty years.
• Records will only be accessed by staff at The Pivot Institute and relevant employer for the purpose of ascertaining progress and completion of a program.

Continuous Improvement

The Pivot Institute are committed to continually improve our high standard of service delivery.

This is done through the timetabled reviews of all systems and processes, and the identification and action of opportunities that will improve our services.

We encourage and welcome both constructive and positive feedback from our clients.

Anti-Discrimination & Harrassment

The Pivot Institute will undertake to provide a welcoming, supportive and inclusive learning and assessment environment that is free from any discrimination including age, disability, colour, race, gender, religion or sexuality, and from harassment including unwanted attention and unsolicited approaches, comments or physical contact.

Bullying, racism and unlawful discrimination of any kind will not be tolerated.

Access and Equity

The Pivot Institute is committed to providing opportunities to all individuals to open and equitable access to vocational education and training, to ensure that they are given the same support and opportunities to successfully gain competence in their chosen qualification, irrespective of their gender, background, race, socio-economic background, disability, age, marital status, location, sexual orientation or carer’s responsibilities.

Reasonable Adjustment

We are able to make Reasonable Adjustment to training and assessment tasks to accommodate any special needs, so it is important to ensure that you have made our staff aware of any needs we can assist with, or should be aware of. Please be assured that your privacy will be respected at all times.

language Literacy and Numeracy

The courses currently offered by The Pivot Institute require a competent level of literacy skills for success. The Pivot Institute endeavours to make sure that documents and forms are written in plain English. All information is presented clearly and concisely to allow maximum understanding. Instructions will be given in a logical sequence and questioning techniques will be used to make sure you have understood the content.

It is important to ensure that you have discussed with our staff any concerns you may have about your capacity to participate because of any Language, Literacy or Numeracy problems, so that any reasonable accommodation can be made to your training or assessment to assist you.

If you require support with language and literacy we suggest contacting the Reading and Writing Hotline on 1300 6555 06 or at info@literacyline.edu.au.

Occupational Heath & Safety

The Pivot Institute strives to ensure a safe and healthy work environment for all staff, clients and visitors. At the commencement of your course, your trainer will advise you regarding any relevant Occupational Health Safety issues including exit routes, evacuation muster points, fire wardens and the location of fire extinguishers, first aid kits, toilets and kitchen facilities.

Administration Process

The Pivot Institute has solid Administrative and Management policies and procedures in place to ensure quality of delivery of services. We undertake to ensure that:

• Relevant legislation is adhered to when planning, developing and delivering courses.
• Our staff are appropriately qualified and informed regarding their responsibilities
• We maintain adherence to the AQTF Standards for RTO’s
• We meet all access and equity responsibilities
• Adequate and appropriate support is available to clients completing their studies.
• All clients are well informed regarding the training and assessment activities they have chosen to undertake.
• Satisfactory administration and financial processes are in place protect all fees paid in advance.
• Adequate insurance policies are kept.
• Privacy legislation is observed
• Administration processes are in place to ensure all records are accurate and up to date, including financial records and client records.
• Our accounts are certified annually by a CPA.

ACCOUNTS CERTIFIED BY EXTERNAL ACCOUNTANT

The Pivot Institute accounts must be certified by a qualified Accountant to Australian Accounting Standards at least annually and provide the certificate to its registering body on request. If the registration body reasonably deems it necessary, the chief executive must provide a full audit report on the RTO’s financial accounts from a qualified and independent accountant

Marketing and Advertising

The Pivot Institute ensures that all marketing and advertising of AQF qualifications to our clients is ethical, accurate and consistent with our scope of registration.