Student Handbook

Brainwave Learning Centre Pty Ltd, trading as Wave Learning.

ABN: 17 100 735 475
Ph: (02) 4647 4999
Fax: (02) 4648 5499
Email: [email protected]
Web: www.wavelearning.com.au
Mail: PO BOX N216, Campbelltown North NSW 2560
Address: 288 Queen Street, Campbelltown NSW 2570
Wave Learning is a Registered Training Organisation,
accredited through ASQA, National Provider Number: 90925.
 Wave Learning Student Handbook

Contents: Page
1. Code of Practice Page 3

2. Student Selection and Enrolment Page 4

3. Working With Children Check Page 6

4. Apprenticeships and Traineeships Page 6

5. Vocational Outcomes Page 6

6. Unique Student Identifier Page 7

7. Fees and Charges Page 7

8. Refund Policy Page 8

9. Access and Equity Page 10

10. Competency and Strategies in Delivery, Learning and Assessment Page 11

11. Assessment Presentation Page 14

12. Feedback to Students Regarding Assessment Page 14

13. Recognition of Prior Learning and Credit Transfers Page 15

14. Completion and Procedure for Issuing Certificates Page 16

15. Complaints and Appeals Page 16

16. Students’ Code of Conduct Page 17

17. Plagiarism Page 18

18. Discipline Policy Page 18

19. Drug and Alcohol Policy Page 19

20. Privacy Policy Page 19

21. Legislation Page 21

22. Consumer Protection Policy Page 21

23. Application for Refund Page 23

24. Complaint Form Page 24

25. Appeals Form Page 25

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 Wave Learning Student Handbook

CEO’s Message

Welcome to Wave Learning.

It is our job to help you find the right course that will develop the skills you need to gain employment
and/or create a successful career in your chosen field.

Wave Learning prides itself on the knowledge and expertise our staff have in the courses we offer,
and the genuine interest and care all we take with our students.

All Wave Learning students enjoy a personalised service and feel secure in the knowledge that
they have supportive trainers and staff, who are always responsive to their needs and questions.

We hope you enjoy studying through Wave Learning and look forward to not only helping you
achieve your goals, but celebrating your accomplishments with you.

Meredith Yates
CEO

Code of Practice

Educational standards

Wave Learning maintains high standards in the provision of vocational education and training and
other student services. We have policies and management practices in place to uphold high
professional standards in the marketing and delivery of our services, and which safeguard the
interests and welfare of our students.
At Wave Learning we maintain a learning environment that supports the success of our students
and have the capacity to deliver the nominated course(s) using experienced trainers and
assessors, and use methods and materials appropriate to the training being delivered. Wave
Learning ensures that the following are the minimum elements of our Code of Practice:

• Guarantee
• Legislative Requirements
• Quality Management Focus
• Language, Literacy and Numeracy Support
• Marketing and Advertising
• Access and Equity
• Assessment Criteria
• Issue of Certificates
• Student Services, Welfare and Guidance
• Working With Children Policy
• Unique Student Identifier (USI) Policy
• Refund Policy
• Complaints Policy
• External Complaints Procedures
• Discipline Policy
• Appeal Policy
• Recognised Prior Learning (RPL/Credit Transfer)
• Training and Assessment Standards
• Enrolments
• Fees and Charges
• Privacy Policy

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Quality Management Focus

Wave Learning is committed to providing a quality service with a focus on continuous improvement.
We value feedback from students, trainers and industry representatives. Wherever possible, we
design training and assessment strategies specific to student needs.

Marketing and Advertising

At Wave Learning we market our training products with integrity, accuracy and professionalism,
avoiding vague and ambiguous statements. The information provided to students has no false or
misleading comparisons with any products or courses and, to the best of our knowledge, our
marketing strategies do not contravene any legislation.

Guarantee

Wave Learning will honour all guarantees outlined in our code of practice, and all prices that are
quoted at the time of enrolment.

Student selection and enrolment

Entry Requirements
Please check the Wave Learning website or contact the office if you are unsure about the entry
requirements for a specific course.

Wave Learning employs access and equity principles in its procedures for selecting, enrolling and
inducting students. There are no barriers to any specific groups or individuals, inclusive of age,
gender, ethnicity, religion, political belief, family responsibility, sexuality, social or educational
background. Delivery modes and training and assessment materials have been developed to meet
the needs of a diverse range of students.

Wave Learning systematically selects its students based on the following procedure:
1. Wave Learning welcomes enquiries from all members of the community regarding its courses
and qualifications;
2. All applicants are considered and final selections are made by the Operations Manager
3. Prior to enrolment, each student is provided with information regarding Wave Learning in the
form of a Student Handbook which outlines the relevant policies and procedures, including:
• Refund policy
• Student selection, enrolment and induction/orientation
• Recognition of qualifications issued by other RTOs
• Customer complaints, grievances and appeals
• Access and equity
• Competency in delivery and assessment
• Strategies for learning and assessment;
• Summary of relevant legislation
4. All students must complete an enrolment form outlining personal details, requests for
consideration of RPL, and a declaration stating that the student understands his/her
responsibilities and the responsibilities of Wave Learning.

The needs of a diverse range of students are identified and catered for through the following
procedure:
1. An enrolment form is completed by the students, where they are asked to state whether
or not they believe they have any barriers to learning (eg, visual impairment, hearing
impairment, learning difficulties, physical disabilities).
2. A Language Literacy and Numeracy Assessment is completed by all students so that
current skills and needs can be identified and considered when a training plan is
developed, should enrolment be granted.

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3. Trainers are provided with this information so that delivery methods may be tailored to
suit the individual needs of students (eg., the use of visual learning aids, ensuring that
visual prompts are read out loud during the learning sessions, allowing for the provision
of recording devices).
4. Learning materials and assessment tools may be customised for individual students to
cater for specific circumstances.

Student Support
Wave Learning uses quality management practices to ensure effective student services.
Operational standards ensure timely issuance of training assessments, results and qualifications,
appropriate to competence achieved and issued in accordance with National guidelines. All student
results, and documentation are recorded, kept confidential and securely archived. Records are kept
in safe custody, with access restricted to authorised staff. Students can access their files by
request, with 14 days notice in writing.

On the enrolment form, students must identify any barriers to learning that may affect their ability
to attain competency in any of the modules, including Language, Literacy and Numeracy (LLN)
needs. Based on this information, along with information provided by the student during the course,
Wave Learning will identify any individuals or groups with special training needs and will endeavour
to provide support to these students. Wave Learning supports the student during the course
through:

• The provision of one on one training;

• Allowing practical, hands-on experiences as part of the activities;
• The use of graphics to support learning materials;
• Allowing the students to record the sessions for further study; and
• The provision of handouts;
• Allowing for verbal answers and practical demonstration of skills.

In the first instance, if students are experiencing difficulties, they are encouraged to seek support
from the trainer. Following this, the trainer may refer the student to external welfare and guidance
agencies, such as:

• Centrelink 13 10 21 www.centrelink.gov.au
• Disabled Persons Resource Centre (02) 4626 8266
• Macarthur Community Options (02) 4628 3143
• Salvation Army Welfare Centre (02) 4625 0803
• Macarthur Personnel (02) 4628 6016
• Skillshare (02) 4626 3833
• Care Force Welfare Services (02) 4625 4666

Language, Literacy and Numeracy

Wave Learning recognises the importance of basic skills in English language, literacy and
numeracy (LLN). Language, literacy and numeracy requirements form part of each of the
components of the courses offered at Wave Learning. These requirements will develop the learning
capacity of the individual and are consistent with the essential requirements for workplace
performance. Improving basic skills will assist in breaking down barriers presently facing
participants.

To achieve this, Wave Learning will:

• ensure that all participants enrolled in training courses are given the opportunity to learn
based on the individual’s current competencies in LLN;
• identify individual levels of competencies in LLN for the purpose of identifying further
vocational training or educational needs; and
• where possible, tailor training programs to suit individual needs;

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• ensure that the LLN skills required in each of the courses are consistent with the specific
workplace demands. Various industry bodies have been consulted in relation to the
specific skills associated with each course.

Working With Children Checks

All students undertaking training with Wave Learning, in a course that requires practical hours in a
child care centre, will be required to submit proof they have undertaken the appropriate check in
their State or Territory. Until such time as Wave Learning has received the appropriate
documentation showing the student is clear to work with children, students will not be able to
commence their practical hours.

It is the student’s responsibility to ensure this check is completed prior to enrolment, and no refund
will be given for students who commence the course, but cannot produce their working with children
documentation.

All checks are completed at the student’s own cost, and Wave Learning reserves the right to refuse
training to any student who cannot produce the appropriate documentation showing they are clear
to work with children.

NSW: The Working With Children Check is a prerequisite for paid and unpaid child-related work.
Under Par 2, section 6 of the Child Protection (Working With Children) Act 2012, child related work
is defined is defined as work in a specific, child-related role or face-to-face contact with children in
a child-related sector. Additional roles are identified in the Child Protection (Working with Children)
Regulation 2013. Any student studying a child related course with Wave Learning will need to visit
www.kidsguardian.nsw.gov.au, and follow the instructions to gain proof they meet the requirements
of a person who is able to work with children.

For other States and Territories, please visit the following websites for more information:

ACT: www.ors.act.gov.au Under Community; Working with Vulnerable People (WWVP)

VIC: www.workingwithchildren.vic.gov.au
QLD: www.bluecard.quld.gov.au
SA: www.dcsi.sa.gov.au/services/screening
TAS: www.justice.tas.gov.au/working_with_children
NT: www.workingwithchildren.nt.gov.au
WA: www.checkwwc.wa.gov.au

Apprenticeships and Traineeships

An apprentice or trainee is a person employed under a training contract. Apprenticeships and

traineeships undertaken through Wave Learning will be offered through Employment based
delivery.
Each party involved in an apprenticeship or traineeship has responsibilities which they must fulfil.
For full details of the responsibilities of an apprentice or trainee, the employer, or the RTO please
contact Wave Learning or you can go to this website: www.training.nsw.gov.au

Vocational Outcomes
When graduates have completed their studies with Wave Learning, a register of the competencies
achieved by the graduate will be maintained for future reference and evidence archived.

Students commencing or continuing study after 1st January 2015 will be required to provide Wave
Learning with a Unique Student Identifier (USI) which will allow them to access records of the study
they have completed with Wave Learning by logging onto their USI account. Please see the next
section for more information.

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Unique Student Identifier (USI)

A Unique Student Identifier (USI) is a reference number made up of letters and numbers. It will give
every student access to an online account, which collects all National Vocational Education and
Training (VET) data, allowing an individual to see all their training results from all providers,
including all completed training units and qualifications.

The introduction of the USI will make it easier for students to find and collate their VET
achievements into a single authenticated transcript. It will also ensure that students’ VET records
are not lost. Finally it will allow students to grant access for training providers to view their prior
learning, and thus grant recognition without the student needing to print a document, find old
records or contact previous providers.

A USI only needs to be obtained once and is allocated to a person for life, not unlike a tax file
number. It is free to obtain a USI and only takes a few minutes.
As of the 1st January 2015 any student who is commencing or continuing any form of VET training
will need to obtain a USI and provide their training provider with this number upon enrolment.
After this date no student can be issued with a Statement of Attainment or Qualification without
one.

Before any student can commence training with Wave Learning they will need to obtain a USI, if
they have not already secured one.

For more information on Unique Student Identifiers, or to apply for one, go to www.usi.gov.au, or
you can find detailed instructions on the Wave Learning website, or contact us to have the
instructions sent or emailed to you.

Fees and Charges

A copy of fees and charges can be obtained by contacting Wave Learning or from our website
www.wavelearning.com.au

Apprenticeships and Traineeships

Student contribution fees are an apprentice/trainees contribution to the cost of tuition and must be
paid in line with policies set down by State Training Services in NSW.

The contribution fee may be paid by the employer on behalf of the student.

Under the Smart and Skilled system which comes into effect on the 1st January 2015, fees for
Apprentices and Trainees will be based on:
• The course the student is enrolled into
• Any credit transfers or RPL the student applies for and is granted
• If the students is entitled to any fee exemption or concession

Wave Learning uses an Ezidebit system to allow students to pay their student contribution over the
course of their training.

Please contact Wave Learning for more information on fees, exemptions or concessions, or more
information can be found at www.training.nsw.gov.au

Fee for service enrolments

Payment Plans

All students undertaking a payment plan do so through an agreement with Wave Learnings external
direct debit company.

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Full repayments must be completed by the end of the course of study period for which the student
is enrolled.

Students who are experiencing difficulty in paying their fees are invited to call our office to make
alternative arrangements for payment during their period of difficulty.

Outstanding fee debts will be referred to a debt collection agency where fees are more than 30
days past due.

Wave Learning reserves the right to suspend the provision of training and/or other services until
fees are brought up to date.

Students who have three (3) failed payments within their scheduled payment plan may be
withdrawn from their course if no alternative arrangements for payment have been made.

Short Courses - Extensions

Students are advised of all due dates at the commencement of their unit of study.

Applications for extension of time will only be considered up to the due date of the assessment.
The length of an extension will be no more than an additional two (2) weeks from the official due
date, unless there are special circumstances that warrant a longer extension period.

An Assessment is considered overdue when it is not submitted by the due date, or by an agreed
extension date. Should the student fail to submit all assessments/tasks by the agreed date, a Not
Competent (NC) grade will be applied, and the student will be required to re-enrol at their cost.

An extension fee of $25.00 is payable and the extension will commence the day after the original
due date, regardless of when payment is made.

Refusal to provide services

Wave Learning has the right to refuse to provide services (including training, assessment, and
course materials) to students who have outstanding accounts. Wave Learning shall not be liable
for any failure to provide services.

Refund Policy
• Fee for Service Enrolments

Any person requiring a refund of fees paid must do so in writing in accordance to the refund policy
outlined below. The $400 administration fee is non-refundable in every case.

When a student has enrolled in a course Wave Learning will refund part of a course payment when:
1) A student cancels their enrolment more than 7 days prior to the commencement of the
course. In this case the student will receive 100% of the fees paid as a refund
2) A student cancels their enrolment before the course commences, but less than 7 days prior
to commencement. In this case the student is entitled to 50% of the fees paid as a refund.
3) Once a course has commenced no refund will be given to students, however they are
entitled to defer their studies.

Definition of Commencement: The date of the first scheduled class or the day a distance or
blended student receives their learning materials.

The above conditions apply to the commencement of the course as a whole. No refunds will be
made if the student chooses to exit the course before their completion. In this case, Statements of
Attainment will be issued for those units of competency which are completed.

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No refund will be made to any student who has enrolled, but fails to produce documentation
showing they are clear to work with children (see the section on Working with Children Checks). It
is the student’s responsibility to have their documentation before enrolment takes place.

Application for a refund can be made in writing at the reception desk by completing the Application
for Refund Form found in the Appendix of this Student Handbook.

• Short course enrolments

Wave Learning reserves the right to cancel courses up to 24 hours prior to the commencement of
a course. A full refund will be given if Wave Learning cancels a class and can not provide the
student with a suitable alternative date.

No refund or transfer will be given once a class has commenced.

Any student who fails to attend their booked class, cancels or changes dates within 7 working days
of their nominated course or class commencement will forfeit the entire course fee. Should a
student have paid their fee and need to change their course date more than 7 days prior to the
chosen date, a $25 moving fee will be payable to Wave Learning.

Once payment has been received by Wave Learning, no full or part refunds will be given unless
the course is cancelled by Wave Learning.

It is the student’s responsibility to inform Wave Learning of any eligibility for a discounted rate, or
organise with their workplace to pay their fees.

First Aid/CPR
Students have 2 weeks after the attendance of the practical day to complete their online theory
component or their enrolment may be cancelled without refund. Where an enrolment is cancelled
due to non-completion of a theory component, re-enrolments will be at full cost, and will require the
full course to be completed again, including the practical day.

Students who complete CPR only are unable to 'top up' to full First Aid at a later date. Any student
who realises they require full First Aid after completing CPR only, must enrol in, pay for, and
complete a First Aid course in its entirety.

Child Protection
Students who enrol in this unit have 3 months to complete their training. Any student who fails to
complete in this timeframe will be required to re-enrol, at their cost.

Students are provided with two opportunities for resubmission. Should the student be deemed ‘Not
Yet Competent’ after two resubmissions, they will be required to re-enrol for further training, at their
cost.

Where training requires the completion of a written assessment and attendance at a zoom class,
both of these components must be completed in order to achieve competency.

Course Reschedule/Cancelation
Wave Learning may need to cancel, postpone, or reschedule a course when necessary due to low
enrolment or due to extraordinary circumstances. If this occurs the students will be offered an
alternative date or a full refund.

Apprenticeships and Traineeships

All students undertaking funded training through the Apprenticeship or Traineeship program have
the right to withdraw from their course without penalty by a set cut-off date. For all students their
cut-off date is 24 hours prior to their first scheduled appointment with their trainer. Should

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a student choose to withdraw before their cut-off date all student contribution fees paid will be
refunded to the payee.

Should a student be granted Credit Transfers or Recognition of Prior Learning (RPL) after the
commencement of their course, and thus after they have commenced paying their fees, Wave
Learning will decrease their fees by the appropriate amount and amend their payment plan to reflect
the new amount due, or refund any overpayment of fees.

Once a student has commenced training, should their employment or traineeship be cancelled, the
payment plan in place will be stopped immediately so no further payments are collected. However
no refund will be given for fees paid up to and including that date. Please note, it is the student’s
responsibility to ensure they notify Wave Learning of their cancellation, by emailing their
trainer or [email protected]

Should a student be training with Wave Learning, but Wave Learning is no longer able to offer the
training they have been enrolled in, Wave Learning will refund any fees collected in advance of
training delivered, and issue a statement of attainment in all units where competency has been
achieved.

Access and Equity

Wave Learning believes that education is the foundation of an informed and just society. Wave
Learning is building a high quality and fair training system. Our vision is for all people from all
backgrounds and circumstances sharing access to knowledge, skills and understandings they need
to improve their qualifications and future prospects. As such, Wave Learning applies the following
principles:

1. Everyone is entitled to high quality education and training programs that provide recognised
credentials and clear pathways to employment and life long learning. The outcomes of
education and training should not depend on factors beyond the learner’s control or influence.
2. In the allocation of resources, priority is given to narrowing those gaps in education and
training outcomes that reflect the need and prevailing social inequalities.
3. The diversity of the population is recognised and valued by inclusive approaches to the
development, conduct and evaluation of programs.
4. A demonstrated commitment to these equity principles and practices is a core responsibility
for all those involved in education and training.

To ensure a coherent linkage between resources, access, delivery, participation and outcomes to
achieve equity, these principles will be applied in three main ways:
o Equity principles will be built into all services provided by Wave Learning;
o Available resources will be clearly linked to the achievement of better and more equitable
participation and outcomes; and
o Specific measures will continue to be provided to assist all learners and groups to maximise
their outcomes from education and training.

This charter will be reflected in all Wave Learning policies and activities. Wave Learning will monitor
and report on progress towards more equitable outcomes from training.
Wave Learning wishes to inform students that our office is wheelchair friendly.

Wave Learning’s access and equity principles are enforced through:

• outlining access and equity responsibilities in the organisational chart and duty statements;
• the provision of support for students with identified learning needs in the planning, delivery and
assessment of training;
• the inclusion of this policy in student and staff handbooks;
• the dissemination of information to each student regarding:
 student selection, enrolment and induction (See Student selection, enrolment and
induction/enrolment policy);
 course information;

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 fees and charges (including Wave Learning’s Refund policy)

• student support employed by Wave Learning including:
 practical, hands-on experiences throughout training;
 the use of graphics to aid presentations;
 allowing audio recordings of the sessions to be made;
 providing handouts to students;
 if necessary, referring students to external agencies to assist students (eg.,
TAFE, Community Colleges, etc.);
 having students self-assess their literacy and/or numeracy levels on the
enrolment form (See enrolment form)
• flexible learning and assessment procedures, which can be modified to cater for each individual
student’s needs. Reasonable adjustments will be made in compliance with each particular unit
of competency;
• referring students, who have a self-identified need, to external services and agencies where
appropriate;
• implementing the “Customer complaints, grievances and appeals policy”;
• recognising prior learning completed by each student (RPL).

Competency and strategies in delivery, learning and assessment

Wave Learning is committed to employing competent staff members who are involved in training,
assessment or student service. All Wave Learning training methods and assessment tools meet
the requirements and follow the Assessment Guidelines of the endorsed components of the
relevant Training Packages. Wave Learning’s assessments lead to the issuing of a Statement of
Attainment or Qualification under the Australian Qualifications Framework. Assessments will
always comply with the principles of validity, reliability, fairness and flexibility.

To ensure validity, Wave Learning’s assessment tasks assess what they claim to assess. They
sample a sufficient range of skills and performance and the tasks assessed resemble those in the
workplace, both in theory and practice. Multiple approaches to assessment are used. Wave
Learning will provide the training for the skills which are being assessed, and students will, at all
times, be aware of when the assessment is to be conducted, how it will be marked and the criteria
required to demonstrate competency. This is achieved through the learning guides, which clearly
outline the criteria for each task and through the feedback received from the assessors. Valid
assessments contain a variety of methods and strategies in order to collect evidence and make
judgements. The purpose of the assessment is to confirm whether an individual can perform to the
standard expected in the workplace. Wave Learning ensures the validity of its assessment
procedures by:

• conducting validation meetings, where assessors meet and review the evidence collected,
study examples of materials used in the assessment process, compare and evaluate
assessment tools and analyse the evidence contributing to judgements against the same
competency standard. The information gathered at such meetings will be documented in an
appropriate format and recommendations will be included in the continuous improvement
register.
• using the guides from the Training Package, including the Assessment Guidelines (see
following points for specific details) ;
• consulting with various industry bodies, organisations and professional assessors in the field.
• practicums, which are relevant to the particular qualification being sought. Consultation with
the organisations ensures that the theoretical and practical assessments chosen focus on the
application of knowledge and skill to the standard of performance required in the workplace.
Many of the bodies which have been consulted are the workplace settings in which the
students will complete various practical assessment tasks. The Practical Assessment
Handbooks include the task skills, task management skills, contingency management skills
and job role environment skills which are assessed to determine competency in these areas.
As such, industry standards are always met, as Wave Learning only enters agreements with
accredited centres. Practicum time frames are negotiated with the centres and always allow

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for the student to spend sufficient time honing their skills prior to the assessment being carried
out.
• offering RPL (Recognised Prior Learning) and RCC (Recognised Current Competencies) to all
students on enrolment. The trainers will guide the students to the type of evidence that may
be appropriate for the particular Unit of Competency or Qualification. They will then study the
student’s portfolio of evidence and conduct an interview if required. Verification of the student’s
prior learning and current competencies will occur to validate the student’s application. The
trainer will make recommendations about the RPL/RCC that will be accepted and the particular
Units of Competency that are considered to have been met.
• informing the students of the context and purpose of the assessment and the assessment
process within the learning guide for each module;
• clearly stating the criteria needed to complete each assessment and including the marking
sheet in the learning guide;
• the collection of sufficient evidence to enable judgements to be made about whether
competency has been attained, using a variety of assessment methods, including written
assignments, resource folios, workbooks, short answer responses, observations, scenarios,
role plays and practical tasks carried out during the practicums (where appropriate);
• compiled and analysing course evaluation information (feedback) from participants. A report is
complied and submitted to the CEO for consideration as to where areas for improvement
require action, as part of the continuous improvement strategy. This occurs at the completion
of each course.
• throughout the course, trainers and assessors document any inconsistencies or problems
arising with the learning and assessment strategies on the continuous improvement matrix.
Changes are suggested and these are considered by the Operations Manager. This process
ensures the quality and consistency of the assessments. The documentation is completed as
an ongoing process and forms part of the organisation’s continuous improvement strategy.
This information is also gathered from practicum supervisors at the various centres to ensure
that all practical tasks remain relevant and of a high quality.
• recording any action taken to improve or review the quality or consistency of an assessment
tool on the Document Register and the creation date of the new document will be noted on the
footer of the pages.

Wave Learning ensures that all assessments are reliable through the demonstration of consistent
results from one assessment to the next. Reliability is achieved through:

• the collection of evidence from different times and locations, especially during the practicum
settings. Supervisors and assessors observe the students over the course of the entire
practicum and make judgements only after the student has been given sufficient time to hone
their skills and demonstrate their competency;
• the use of a number of different assessment methods, including written assignments, resource
folios, workbooks, short answer responses, observations, scenarios, role plays, internet
responses and practical tasks carried out during the practicums;
• where possible, the comparison of the results of two or more assessors regarding similar
assessment items, to ensure that marking standards are consistent. Where this is not possible,
(ie., where only one assessor is being used) further consultation with industry standards will
be carried out.
• ensuring that trainers and assessors within Wave Learning meet regularly to ensure
consistency between assessments and to compare processes;
• ensuring that students who are deemed Not Yet Competent on several occasions in a task are
re-assessed by alternative assessors employed by Wave Learning;
• ensuring that students who are deemed Not Yet Competent on several occasions in a task are
brought to the attention of the CEO to allow for assessment review;
• annually reviewing the delivery and assessment strategy of each course as part of the
continuous improvement strategy and the review of the risk assessment matrix.

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Wave Learning understands the importance of flexible assessment procedures. Flexibility is

achieved through:

• ensuring accessibility to learners, so that they can proceed smoothly from one competency
standard to another.
• the provision for the recognition of competencies no matter when, where or how they were
acquired. To this end, Practical Assessment Handbooks have been developed by Wave
Learning so that supervisors may recognise competency in different units at any time
throughout the practicum sessions. RPL and RCC are also offered here, so that recognition
may be given to students who have had relevant previous training or experience.
• the provision for assessments to be made when the student feels ready. Due dates are flexible
and can always be negotiated with the assessors.
• allowing assessments, within reason, to be customised or modified after negotiation with the
assessor. This provision ensures that all assessments are equitable and allows for students’
individual circumstances and experiences to be taken into account. Wave Learning
understands that the learner characteristics of the participant must be taken into account when
developing assessment tools. Modification is only acceptable after the student and the
assessor have reached an agreement about how the assessment will be changed, prior to the
commencement of the assessment task.

To ensure fairness in assessment tasks, Wave Learning stipulates that the assessor and the
learner work together, in collaboration, to achieve success and equitable conditions for the learner.
Fairness is achieved through:

• ensuring that the student being assessed clearly understands what is expected of her/him.
Each learning guide has been developed so that each assessment item is clearly and
unambiguously outlined, has a clear purpose and relates directly to the desired skills and
knowledge of the unit of competency. The tasks are clearly defined, with the type of
assessment outlined, how the assessment is to be carried out, and the length that written
assignments are to be;
• making the students aware of what the criteria for judging performance are. Included in each
learning guide is the marking criteria, so that the student has a very clear understanding about
what the assessor is looking for in each task and what criteria must be met before competency
can be granted.
• ensuring that the learner is ready and prepared for the assessment, through the development
of appropriate training techniques and through communication with the student. Access to
trainers and assessors is available to all students through direct emails and telephone.
• ensuring that the students have access to the appropriate environment and resources
throughout the training and assessment processes. To be fair, assessments must be carried
out only after students have been provided with the necessary tools to gain to maximum level
of knowledge and skills appropriate to each unit of competency. These include manuals,
learning guides, text books, practicum settings, trainers’/assessors’ experiences and
competencies, and institution based activities.
• ensuring that each student receives written feedback about the assessment task, whether
competency has been achieved or not. The student and the assessor both sign and date this
feedback once they are satisfied with the result. Should competency be withheld, the student
will be provided with information and guidance about their future options in how to go about
gaining competency, in both written and verbal form. This may include advising the student
about how to improve their existing submission, revisiting the performance criteria with the
student, and/or offering suggestions about further activities which may increase the student’s
knowledge base or skill level. The student is then able to resubmit the assessment task and
try again to demonstrate their competency in that unit.
• providing opportunities for appeal and review of the assessment decision. If a student
disagrees with an unfavourable decision, they may follow Wave Learning’s appeal process.

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Assessment Presentation
Written assessment documents, including answers to all questions, scenarios and assessment
tasks, must be typed and handed to a trainer in hard copy with the accompanying marking guide.
It is the student’s responsibility to ensure that all assessments have their name clearly marked on
both their assessment and the marking guide.

It is a Wave Learning requirement that all students retain copies of all assessments, either in hard
copy or electronically, until they have completed their course and received their qualification, or
until they have formally withdrawn from training with Wave Learning.

In the event a student is granted permission to email their assessment, the marking guide must be
scanned and attached to the email with their assessment.

Feedback to students regarding assessments

Wave Learning assessors provide feedback to students regarding their assessments. Both written
and practical assessments have “Assessor Marking Guides”. These guides outline the criteria
which must be demonstrated in order to achieve competency and have a comments section. The
comments section allows the assessor to provide feedback to the student regarding:
• positive aspects of the assessment tasks;
• gaps in evidence;
• areas for improvement;
• how to demonstrate competence; and
• advice on future options.

Each student receives written feedback about the assessment task, whether or not competency
has been achieved. Should competency be withheld, the student will be provided with information
and guidance about their future options in how to go about gaining competency, in both written and
verbal form. This may include:

• advising the student about how to improve their existing submission;

• revisiting the performance criteria with the student; and/or
• offering suggestions about further activities which may increase the student’s knowledge base
or skill level.

The student is then able to resubmit the assessment task and try again to demonstrate their
competency in that unit. Students are provided with two opportunities for resubmission. Should the
students be deemed “Not Yet Competent” after two resubmissions, they may be asked to negotiate
to re-enrol in that subject. If the student believes that the “Not Yet Competent” finding is unjustified,
there is provision for appeal (See Appeals policy).

Apprenticeships and Traineeships

At the commencement of an apprenticeship or traineeship the student is provided with a training
plan which outlines, where, when and how training is to take place.

If an apprentice or trainee exceeds or does not meet the requirements of the proposed training
dates, then the training plan must be revised and signed by all parties.

Trainees are provided with a report, in addition to the trainer comments and feedback. Upon the
completion of either written or practical assessments Wave Learning will generate a report showing
dates associated with all completed assessments to date. Copies of these reports are sent to both
the employer and the apprentice or trainee after every update.

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Recognition of Prior Learning (RPL) and Credit Transfers

Recognition of qualifications issued by other RTOs
Wave Learning recognises the NQF Qualifications and Statements of Attainment issued by any
other RTO and this is available to all students in order for appropriate Recognised Prior Learning
to be considered.

Students may be entitled to a credit transfer in the following circumstances:

• Completed units of competency from a relevant National Training package
• Approved units of competence from a National Provider
• Successful RPL application.

Wave Learning will recognise the NQF Qualifications, Statements of Attainment and related RPL
previously achieved by its students. As such, the Operations Manager will ensure that an
appropriate designated person:
• accurately checks that the Qualification or Statement of Attainment has been issued by a
registered RTO and that is has an AQF number;
• authenticates prior learning by ringing the issuing body (eg. university, TAFE, College, DET
etc.);
• maintains student records which outline the implementation of RPL;
• disseminates this information through the student handbook.
• informs the student, and trainer where appropriate, of any RPL or credit transfers granted so
that training plans can be amended.

Recognised Prior Learning and Recognised Current Competencies

Students who have completed appropriate training or who, through prior learning and experience,
have gained the required skills/competencies stipulated for the unit of the course may be granted
credit upon substantiation of that claim. Students who believe this applies to them, may make an
application for RPL or RCC.

Wave Learning offers all students the opportunity to undertake the RPL and RCC process upon
enrolment. The ‘performance criteria’ of the course units set the RPL benchmark and evidence for
credit of prior learning include, but are not limited to:
• Evidence of current competencies
• Performance, demonstration and skills tests
• Workplace observation
• Portfolio of work samples

There are a number of stages in the RPL process. These include:

• Information stage
• Initial support and counselling stage
• Application stage
• Assessment stage
• Post assessment guidance stage
• Certification stage

A student may appeal an unsuccessful claim (see complaints and appeals)

Suitable, qualified, and experienced Wave Learning staff will manage the RPL process. A student
may receive recognition for all competencies required for a unit, or recognition of high standing.
High standing recognition indicates that some but not all competencies for the unit have been
attained.

Evidence considered for assessment is the RPL application form, plus a wide range of supporting
documentation or other evidence. RPL kits are available for all students at their request or as
indicated on the enrolment form, and trainers will work with students to guide them through the

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process. Evidence will be considered and assessed by both the contact trainer/assessor and the
Operations Manager.

If further evidence is required then this is negotiated with the student. The process may take any
practical form consistent with the assessment criteria for the claimed competencies and the
principles of validity, reliability, fairness and flexibility.

The RPL applicant is advised promptly of the RPL outcome. If the application is not successful, the
reasons are given and unsuccessful applicants are advised of the appeal mechanisms. Students
are always given the opportunity to try to collect further evidence to meet the competencies
identified as being ‘not yet competent’. Students are also provided with the opportunity to blend the
forms of delivery ie, Students may choose to complete some units of their course through RPL,
while completing an assessment method for other units.

Completion and procedure for issuing certificates

A student will be issued with a certificate and transcript on completion. If a student completes more
than one unit, but not all the units for a complete qualification, a Statement of Attainment will be
issued.

Before certification is issued the CEO verifies competency has been properly assessed, all tasks
complete, and all fees paid. Once all is deemed in order, the CEO will authorise issue of the relevant
certificate.

When a student has completed their course and a certificate has been issued, the student’s file is
archived. A reference is made of the student name, student number and certificate number in the
student management system.

At the end of an apprenticeship or traineeship, all parties share the responsibility of ensuring the
qualification is issued and notification is given to State Training Services and The Department of
Education and Communities, for the issue of the completion certificate.

Complaints and Appeals

Complaints
In the event of a complaint, the student is required to follow the following procedures to ensure the
issue is resolved:
• The complainant must try to resolve the problem with the person concerned
• The complainant must seek assistance of their Wave Learning trainer

Should the problem still be unresolved, the following procedure must be followed:
1. Complete the complaint form contained in the appendix of this Student Handbook
2. Submit the completed form to the Wave Learning Operations Manager with any supporting
material relevant to the complaint
3. Upon receipt, Wave Learning will address the issue
4. The student will receive a written report outlining the outcome of the Operations Manager’s
assessment of the complaint and any proposed resolutions within 14 days of the complaint
being received

All records of any complaints are kept on file. If the complaint is still unresolved, Wave Learning
students may lodge a complaint with the Australian Skills Quality Authority (ASQA): 1300 701 801
or via email to [email protected]

Appeals
Wave Learning seeks to prevent appeals by ensuring students are satisfied with the training and
assessment process. All staff are expected to be fair, courteous and helpful in all dealings with
students.

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 Wave Learning Student Handbook

Should a complaint about an assessment be made, it will be treated seriously, investigated

thoroughly and dealt with according to the merit of the complaint.

The circumstances and results of any appeal are analysed by the Operations Manager and
appropriate improvements made to prevent recurrence of the problem. Appeals must be made
within 21 days of the student receiving their feedback.

Should a student wish to make an appeal the following procedure must be followed:
1. Complete the appeal form contained in the appendix of this Student Handbook
2. Submit your completed form and the assessment you are appealing to the Operations
Manager at Wave Learning
3. Upon receipt, the Operations Manager will seek to have the assessment in question re-
marked by a second assessor, and in some cases a third. Feedback from all assessors will
be collated and a decision made as to the validity of the appeal
4. The student will receive a written report outlining the outcome of the Operations Manager’s
assessment of the appeal within 21 days of the appeal being received

External Complaints or Appeals

For assistance with lodging an external complaint or appeal please contact the Australian Skills
Quality Authority (ASQA): 1300 701 801 or email [email protected]. If ASQA finds
your complaint is justified, the conclusions will be reported to you.

Students’ Code of Conduct

Students enrolled with Wave Learning have certain rights and responsibilities and must abide by
the appropriate policies and this Code of Conduct.
When a student signs the declaration they agree to abide by the following rules.

Students’ rights
Students have a right to:
• be treated fairly and with respect;
• learn in a supportive and safe environment, free of discrimination and harassment;
• have personal records kept private, subject to statutory requirements;
• have access to personal records on request;
• be given information about assessment procedures at the beginning of a unit;
• receive feedback on your academic progress;
• appeal academic decisions or procedural matters;
• make a complaint to or about any staff member without fear of victimisation; and
• have complaints dealt with fairly, promptly, confidentially and without retribution.

Students’ responsibilities
Communication: When communicating with Wave Learning staff by letter, fax, telephone, email
or in person, students have a responsibility to:
• treat people with respect and fairness;
• not do anything that could offend, embarrass or threaten others;
• not harass or disrupt others in the performance of their duties; and
• show concern for others by not using obscenities or making offensive remarks;
• make contact with Wave Learning or directly with their trainer should they not be able to
attend planned and agreed upon training sessions or appointments.

Study: Students should also:

• achieve satisfactory progress with their studies through participation or attendance as
required;
• complete all assessment tasks by the due date (where a date is specified) or ask for an
extension of time if there are exceptional circumstances;
• complete all assessment tasks and examinations honestly, without any form of cheating;
and

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 Wave Learning Student Handbook

• not submit and claim as their own, work derived from another source or work done by
another person.

Safety: When on Wave Learning premises, students have the additional responsibility to:
• follow any safety practices required and follow directions, both written and spoken, given
by Wave Learning staff;
• not damage or steal property;
• not enter Wave Learning premises with illegal drugs, alcohol, weapons or under the
influence of drugs or alcohol;
• not smoke on Wave Learning’s premises; and
• sign the attendance register.

Please note: Students have a responsibility to be on time for training, or make contact with
the office or their trainer if they are unable to make their scheduled class or appointment.
Wave Learning maintains the right to refuse to admit students who arrive to class more than
15 minutes after it has commenced, without refund.

Plagiarism

Plagiarism involves a person using words or ideas of others and passing them off as their own or
resubmitting their own previously submitted work and presenting it as new.

Unintentional plagiarism arises due to student confusion over how and where to reference, poor
information literacy skills and confusion over the difference between copyright and common
knowledge information.

Intentional plagiarism involves the deliberate act of presenting someone else’s work/ideas as if it
is your own. Current technology makes such responses easy e.g. with cut and paste, or the use of
Artificial Intelligence (AI) writing tools. Intentionally sharing work between students is also
considered to be plagiarism.

The use of Artificial Intelligence (AI) writing tools to complete coursework, including but not limited
to observations, requires the disclosure of possible identifying data. Such information may be
retained on unsecure servers, where it may have the potential to be accessed by third parties.
Not only does inputting information into Artificial Intelligence (AI) writing tools constitute breaches
of privacy and confidentiality, this also likely constitutes a breach of service policies and
procedures.

Whilst students are encouraged to engage in discussion around subject content, any work
submitted for assessment must be the student’s own. Researching, discussing, and sharing ideas
is fine, but do not write your assessments with other students or complete work as a group that is
then submitted for assessment.

Wave Learning does not condone, nor does it tolerate, plagiarism committed by students, and
reserves the right to undertake disciplinary action against any student known to have committed
plagiarism.

Disciplinary action can result in immediate expulsion from the course being undertaken, without
refund.

Discipline Policy
Students at all times must maintain appropriate behaviour and follow Wave Learning’s code of
conduct. Penalties for breaches of this code or unsuitable or disruptive behaviour will be imposed
depending on the nature and severity of the breach.

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 Wave Learning Student Handbook

In the case of minor breaches, a warning will be given and penalties imposed for subsequent
breaches. In the case of a major or repeated breach, penalties may be imposed immediately and
the student may be expelled from their course, without refund.

The CEO of Wave Learning will oversee all disciplinary matters.

Drug and alcohol awareness policy

Wave Learning has a responsibility to provide students and staff with a safe learning and working
environment. The use of alcohol and other drugs is an Workplace Health and Safety concern. It
can be the cause of accidents, undesirable behaviour, nuisance to others and damage to property.
It is often illegal, and may be a risk to your health.
Alcohol and other drug use during Wave Learning activities is not permitted, nor is attending class
if you are under the influence of alcohol or illicit drugs. Action will be taken if alcohol and other drug
use is detected.
Cigarette smoking is only permitted in some designated outdoor areas of Wave Learning and you
must observe all ‘No Smoking’ warnings. You always have a responsibility to ensure that your
behaviour is not disturbing other people, is not a breach of Wave Learning discipline and that you
comply with any directions from staff.

Alcohol
You will be in breach of the Wave Learning Student Code of Conduct if you:
• Consume alcohol in any area other than where it is clearly indicated to be permitted.
• Are under the influence of alcohol at Wave Learning classes.
• Consume alcohol on Wave Learning grounds or on Wave Learning activities before you
turn 18.
• Supply alcohol to anyone under the age of 18 on Wave Learning grounds or activities.

Illicit Drug Use

Detection of any of the following activities will be acted on. All are breaches of the Wave Learning
Student Code of Conduct, and are not permitted:
• Being under the influence of any illicit drug while at Wave Learning.
• Use, possess or supply a prohibited/illicit drug or substance (this is also against the law).
• Use a phone or computer to communicate about the supply of a prohibited drug (this is also
against the law).

Prescription Drugs
Prescription or over-the-counter medications may impair your judgement. While you are affected
by medication, you may not be able to safely use equipment or handle chemicals. It is your
responsibility to discuss this with the Operations Manager, or your trainer, at Wave Learning. They
have a duty of care to you and your fellow students and may need to know of your condition so that
they can ensure safety arrangements. You have a right to privacy and while your trainer may need
to inform the Operations Manager, it is against the law for them to tell anyone else without your
permission.

Privacy Policy
Wave Learning complies with the Privacy ACT 2001. Information collected on students is only used
for the purpose of delivery of our services.

Use and disclosure of personal information

Sensitive and personal information will only be collected, as required, from students. Such
information is treated as confidential within Wave Learning and is used for the purpose for which it
was collected or for a related purpose. This includes:
• Providing the training services
• Informing students about additional or upcoming courses available

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 Wave Learning Student Handbook

Wave Learning does not disclose sensitive personal information to other third parties without the
permission or instruction form the student unless required by Law to do so.

Receiving marketing material

With student’s consent, Wave Learning may provide them with information from time to time about
new courses available to them.

Student’s consent to this is implied unless they notify Wave Learning that they do not wish to
receive this information. You may do this by advising the Operations Manager in writing that you
do not wish to receive marketing information.

Security of personal information

In line with new technology Wave Learning continually improves the security of personal
information collected. Wave Learning takes all reasonable steps to protect the personal information
of persons by:
• Securing all files with personal information in locked offices
• Only providing authorised staff with access to personal information
• Destroying information after the required retention period
• Ensuring computer security at all times by the use of firewalls and up to day virus software
• Password access to the computer system
• Not releasing information to a third party without prior written authorisation

Rights to access information

Under the Privacy Act, students have the right to access personal and course progression
information held about them. If the information is incorrect, they have the right to require Wave
Learning to amend the information.

To access the information and course progress students are required to contact the Operations
Manager in writing requesting access. The Operations Manager must verify the student’s identity
through either presentation of appropriate identification or answering a series of specific security
questions. Both student and Operations Manager, as an official record of the access and identity
verification, must sign the request for access form. There may be a waiting period of u to 7 days
before access is granted.

To obtain further information about the Privacy policy or access to personal information please
contact the Operations Manager.

Staff Confidentiality
Staff must be aware of the Privacy Act 2001, and its requirements, and must at all times ensure
student information remains confidential.

No staff member is to release any information about students to any third party unless prior written
authorisation is obtained from the student or disclosure is required by law.

Authorised third parties

Students may nominate third parties they wish to access their records. Nomination must be put in
writing addressed to the Operations Manager. The details of the third party will be stored on the
student’s file in the student management system.

Any staff member who receives a request for information from a person claiming to be authorized
must verify this authorization and any related conditions through either a password or questions
check prior to releasing any information.

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 Wave Learning Student Handbook

Legislation
Wave Learning is committed to complying with relevant State and Territory laws including
Commonwealth or State legislation. If you would like more information on how legislation affects
your participation in education and training please contact Wave Learning. Legislation we are
subject to includes, but is not limited to:

• Work Health and safety Act 2011

• Privacy Act 1988
• Copyright Act 1968
• Anti-Discrimination Act 1991
• Australian Consumer Law (ACL) 2011
• Competition and Consumer Act (CCA) 2010

These various acts are accessible on the internet at the Australian Legal Information Institute web
site www.austlii.edu.au. Staff and students should keep aware of the above requirements through
such means as orientation, staff and student meetings, handbooks, bulletin and notice boards.

Consumer Protection Policy

Wave Learning maintains compliance with the national Competition and Consumer ACT 2010 and
associated Australian Consumer Law (ACL) requirements as specified in the ACT and enacted in
various state legislation across Australia. The ACL protects clients and ensures fair trading in
Australia. Under the ACL clients have the same protections, and businesses have the same
obligations and responsibilities, across Australia.

Wave Learning has implemented this Consumer Protection Policy and aligned Consumer
Protection Strategy to protect the needs and interests of all clients.

Guarantee:
As a course service provider, Wave Learning supplies services and guarantees that these services
will be:
• Provided with due care and skills
• Fit for specified purpose; and
• Provided within a reasonable time.
Wave Learning ensures it uses an acceptable level of skill or technical knowledge and takes all
necessary care to avoid loss or damage when providing course services.

Wave Learning Training Obligations:

Wave Learning ensures it:
• Provides the training and support necessary to allow students to achieve competency
• Provides a quality training and assessment experience for all students
• Provides clear and accessible feedback and consumer protection system
• Maintains procedures for protecting consumers’ personal information
• Has an established, documented and accessible consumer feedback and complaints policy
and procedure
• Provides clients with details of these pathways for resolving or escalating complaints

Clients Rights:
Wave Learning clients have the right to:
• Expect the quality of your training meets the standards, regulations and requirement set
down by Australian Skills Quality Authority (ASQA) and relevant government subsidy body
(where applicable)
• Be informed about the collection of personal information and be able to review and correct
that information
• Access Wave Learning’s complaints process

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 Wave Learning Student Handbook

Consumer Protection Complaints:

If an individual feels that Wave Learning has breached its obligations in the undertaking of
marketing or sales activities, they may raise a complaint. We encourage individuals to discuss the
situation with Wave Learning directly through contacting the Operations Manager.

If the individual is still not satisfied they may escalate their complaint directly to the Consumer
Protection Agency in the relevant jurisdiction for investigation:
• ACT Office of Regulatory Services (02) 6207 3000 [email protected]
• NSW Office of Fair Trading 13 32 20 www.fairtrading.nsw.gov.au
• NT Consumer Affairs 1800 019 319 [email protected]
• QLD Office of Fair Trading 13 74 68 www.fairtrading.qld.gov.au/lodge-your-complaint
• SA Office of Business and Consumer Services 1318 82 www.cbs.sa.gov.au
• TAS Consumer Affairs & Fair Trading 1300 654 499
www.consumer.tas.gov.au/fair_trading
• Consumer Affairs Victoria 1300 558 181 www.consumer.vic.gov.au
• WA Department of Commerce 1300 304 054 www.commerce.wa.gov.au

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 Wave Learning Student Handbook

Application for Refund

Please complete the following correctly so that your refund can be assessed quickly.

Applicant’s Name:

Applicant’s Address:

Applicant’s Phone No Work Phone No.

Date: Company Name:

1. Name of the course applicant was enrolled in:

2. Starting date of the course the applicant was enrolled in:

3. Proof of payment produced? Yes / No

4. Receipt Number: Date of payment:

5. Total amount of money paid for the course:

6. Reason for withdrawal from the course:

Office Use only

Application for refund accepted: Yes / No

Receipt Number for payment:
Date of payment:
Date of refund application:
Total amount of payments made:
Administration fees payable:
Total refund payable:
Date of refund paid:
Refund officer: Director: Date:

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Complaint Form
Please complete the following correctly so that your complaint can be processed quickly.
Applicant’s Name:

Applicant’s Address:

Applicant’s Phone No Work Phone No.

Date: Company Name:

1. Name of the course:

2. Starting date:

3. Name of the person the complaint is made against:

4. Date of discrimination / harassment:

5. Time of discrimination / harassment:

6. Reason for complaint being lodged (please be accurate and specific with all details):

7. What action was taken to correct the problem at the time of the incident?

Office Use only

Date, time of incident:

Was the person given all available information:
Name of Director complaint was made to:
Action taken:
Follow up requirements:
Recommendations:

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Appeals Form
Student’s Name:

Student’s ID:

Contact Phone No:

Course name and code:

Trainer’s/Assessor’s name:

Unit name and code:

Name of assessment item:

Date submitted:

Date feedback received:

Details to support appeal:

Student’s signature: Date:

Office Use only

Date appeal received:

Signed: Position:
Outcome of appeal:
Date of resolution:

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