1. Access & Equity
SITS is committed to providing training and assessment services to the wider community regardless of disability, age,
race, gender, religion, colour, marital status, pregnancy or potential pregnancy and location
At SITS the Managing Director ensures all staff act in accordance with the SITS Code of Conduct and Practice and all
clients are made aware of their rights and responsibilities
2. National Recognition
SITS recognises all AQF Qualification testamurs, Record of Results and Statement of Attainments issued by RTO’s
registered with the National VET Regulator ASQA, Victorian Registration and Qualifications Authority (VRQA) and the
Training Accreditation Council (TAC) Western Australia.
3. AQF Issuance Policy
SITS will comply with the Australian Qualifications Framework Issuance Policy to reduce the fraudulent activity of the
reproduction and use of the AQF Qualification and/or Statement of Attainment, which has been issued by another
RTO or issued by SITS, including:
- When enrolling a student and viewing issued Qualification testamurs or a Statement of Attainment, SITS will seek
verification of the certification from the relevant RTO where there is some ambiguity. The student is to provide
the original Qualification testamurs or Statement of Attainment for sighting or provide a certified copy of the
record with enrolment. SITS will then certify the document to ensure its validity.
- Qualification testamur and Statement of Attainment’s will only be issued to students for qualifications and
units of competency registered on SITS’s Scope of Registration.
- A Qualification testamur will be issued to a student who has completed all of the requirements of the
- Qualification testamur and Statement of Attainment issued by SITS will have the required wording as indicated in
the Standards for RTOs User Guide including; correct identity of the entitled person, the correct code and title of
the qualification, occupation stream, industry descriptor (if applicable) and the Nationally Recognised Training
- A Statement of Attainment will be issued to students who have completed an accredited unit of competency/s in
partial completion of an AQF qualification/course
- The Statement of Attainment will be in a form that cannot be mistaken for a Qualification testamur and will
include the wording 'A Statement of Attainment is issued when an individual has completed one or more
accredited unit of competency'
- SITS will use its company logo, name and RTO code, date issued, and authorising signature on specialised paper
to reduce fraudulent reproduction of a Qualification testamur and/or Statement of Attainment
- Replacement of a Qualification testamur or Statement of Attainment is to be printed on the same paper as the
original along with the SITS logo and authorising signature
AQF certification documentation is issued to a learner within 30 calendar days of the learner being assessed as meeting
the requirements of the training product if the training program in which the learner is enrolled is complete, and
providing all agreed fees the learner owes to the RTO have been paid
4. Complaints and Appeals Policy
SITS has a documented Complaints and Appeals Procedure to ensure complaints and appeals are recorded,
acknowledged and dealt with fairly, efficiently and effectively.
The Complaints and Appeals Procedure enables a student to seek the resolution of a dispute, complaint or an
appeal of a decision made by SITS, including an appeal against an assessment decision.
The internal complaints and appeals processes are conciliatory and non-legal
Complaints brought by a student against another student will be managed in accordance with the Complaints and
Appeals Procedure taking into consideration the SITS Behaviour Policy during the management of the complaint.
SITS will ensure that the principles of natural justice and procedural fairness are adopted at every stage of the
Complaints and Appeals Procedure
In the instance of a complaint, SITS requests that an attempt to informally resolve the issue by contacting the
trainer/assessor or relevant staff member be undertaken. If the matter cannot be resolved, the matter will be
referred to the National Operations Manager.
Complaints handling procedure
- The process of this complaint procedure is confidential, and any complaints are a matter between the parties
concerned and those directly involved in the complaint process.
- The complainant should discuss the matter firstly with the immediate SITS staff member with whom they
normally have contact with.
- The complainant must lodge the complaint in writing to the NationalOperations Manager, outlining the nature
and details of the complaint.
- Each person making the complaint has the opportunity to present their case to the National Operations
Manager or delegated person/s.
- The formal complaint process will commence within 10 working days of the lodgment of the complaint with the
National Operations Manager or delegated person/s.
- Students may be accompanied and assisted by a support person as defined under the definitions of this
policy to all relevant meetings. Each party will be required to sign the minutes at the end of the meeting and a
copy will be kept on the student’s file.
- Where SITS considers more than 60 calendar days are required to process and finalise the complaint; SITS will
inform the complainant in writing, including the reasons why more than 60 calendar days are required; and
regularly update the complainant on the progress of the matter.
- Once the National Operations Manager or delegated person/s has made a decision regarding the complaint, the
student will be informed in writing, the reasons for the outcome and action to be taken. A copy will be kept on
the student’s file, with a note entered on the SITS Complaints Register
- If the complaint procedure finds in favour of the student, SITS will immediately implement the decision and any
corrective and preventative action required.
- If the complainant is dissatisfied with the outcome of the complaint they can appeal the outcome in
accordance with the SITS Appeal Procedure
- Any complaint, which appears to be related to any illegal activity such, as theft, assault etc. will be referred to
the appropriate authority after discussion with the person making the complaint.
Appeals handling procedure
- A client may appeal a decision made by SITS. This includes appeals that relate to assessment decisions.
- The process of this appeal procedure is confidential, and any appeals are a matter between the parties
concerned and those directly involved in the appeals handling process.
- An appeal must be lodged within 20 working days of the client being notified of a decision made by SITS or in
the case of an appeal against an assessment decision, within 20 working days of the student being notified of the
- Clients may make an informal approach to a Trainer & Assessor or SITS Administration Officer regarding an
- If the matter is not resolved, the client’s appeal will be forwarded to the National Operations Manager outlining
the details of the appeal.
- The National Operations Manager will review the appeal within 5 working days of receiving it, and provide a
written statement of the appeal outcome and the reasons for the decision to the client.
- If the National Operations Manager cannot resolve the appeal to the client’s satisfaction the client can request
that an external dispute resolution provider, Resolution Institute consider the appeal.
- Resolution Institute will review the appeal within 10 working days of its formation.
- Resolution Institute’s decision shall be final.
- For the duration of the appeals process, the student is required to maintain enrolment and attendance as
- Where necessary SITS will assist the client with possible referral points to independent advice such as the Fair
Work Ombudsman and the Office of Fair Trading.
- Client may, after exhausting SITS’s internal Complaints & Appeals Procedure make a complaint to the
National VET Regulator ASQA, via online complaint lodgment process. This process is available at Complaint Link
- Should a competency dispute arise, SITS will manage the competency dispute using its internal appeal and
complaint resolution process. If at the end of the process, the employer or apprentice/trainee remains
dissatisfied, they may lodge a written complaint with DESBT using the Online Apprenticeship or Traineeship
The CEO agrees to and ratified that the Complaints and Appeals Procedure is compliant and in line with the
standards for Registered Training Organisations (RTO’s).
Complaints can be registered with the National Training Complaints Hotline via phone on 13 38 73, Monday to Friday,
8am to 6pm, or email at email@example.com.
If you are an apprentice or trainee with a complaint or an issue, contact Apprenticeships Info on 1800 210 210 or email at
firstname.lastname@example.org for further advice.
To make a training enquiry,phone 1300 369 935 (Monday to Friday, 8.30am to 4.45pm)
5. Behaviour Policy
To ensure all students receive equal opportunities and gain the maximum from their time with SITS, these rules
apply to all people that attend any of our sessions. Any person/s who display dysfunctional or disruptive
behaviour may be suspended and or enrolment cancelled.
In the event the student will be notified in writing, by the CEO, of our intention to suspend and/or cancel
enrolment, as outlined in the Disciplinary Action below.
SITS expects that all students will conduct themselves in a manner that is considerate and reasonable at all
times. Students who display bad behaviour, as itemised above, or any legislative requirements will be subject to
disciplinary action. The following disciplinary actions can and will be taken:
- Warning 1 written warning
- Warning 2 written warning
- Warning 3 written warning
- Suspension of enrolment
- Termination of enrolment and forfeit of fees
The student will be given three written warnings from the National Operations Manager before more serious
disciplinary action istaken. At each step,the student will be warned of the consequencesshould he/she continue or
repeat the offence. If no further problems occur, further disciplinary action will be ceased.
Some of the main factors examined when determining appropriate disciplinary action are:
- Seriousness of offence
- Repetition or duration of offence
- Prior offences and disciplinary actions
- Previous responses to disciplinary actions and any current disciplinary action
Where the behaviour is deemed to be of a serious nature an immediate suspension of training will apply.
Behaviour that would be considered to be of a serious nature is:
- Attending training under the influence of drugs and/or alcohol
- Sexual harassment
- Acting in an unsafe manner that places others and themselves at risk and disobeying WHS directions. SITS has an
obligation to refer the incident to your Employer
- Deliberate and willful damage to SITS or another student’s property
- Verbal and physical abuse towards students and/or trainers/assessors.
For apprentices/trainees any suspension of training will be reported to DESBT.
A written record of all disciplinary actions taken will be kept with the student's file. These reports remain an active
part of the student's record for one year after the offence. If the student does not commit any other offences
during that time, the report will become inactive. The report will, however, still remain a part of the student's file.
Any person who receives written notification to suspend training and/or has their enrolment cancelled does not
limit the person to the right of appeal through our Complaints and Appeals Procedure.
The student has 14 working days from the date of notification in which to lodge a written appeal to the National
Operations Manager. If the student is unhappy with the outcome of the process they have the right to make an
appeal using external processes as indicated in the Complaints and Appeals Procedure.
6. Transition Policy
The Managing Director is aware of the requirement to transition seamlessly to the new qualification once the training
package qualification/units of competency or accredited course on its scope expires.
Managing Director is responsible to ensure any transition takes place with minimal disruption to students and
the organisation. Under the policy, all students will be given every opportunity to transition from superseded, expired
or deleted units of competency, qualifications and training packages. Students will be advised in writing of any
As part of the transition process SITS will transition from superseded training products to current training
products within 12 months from the date the revised course is released on www.training.gov.au
7. Fees and Refunds
Step into Training Services is entitled to charge fees for services provided to learners undertaking training and
assessment that leads to a nationally recognised outcome. These charges are generally for items such as course
materials, textbooks, learner services and training and assessment services.
Fees are payable when a learner has received a confirmation of enrolment. The initial fee payment must be made
prior to commencing training or within 10 days of receiving an invoice from Step into Training Services for full fee
Students enrolled under the QLD funding programs must pay the Co-Contribution fee prior to training
Step into Training Services may discontinue training if fees are not paid in accordance with the agreed fee schedule.
The current fees and charges for Step into Training Services are published within the current schedule of fees and
Schedule of Fees and Charges
The Managing Director is responsible for approving Step into Training Services Schedule of Fees and Charges. The
schedule of fees and charges is to include the following information:
- The total amount of all fees including course fees, administration fees, material fees and any other charges for
enrolling in a training program.
- Payment terms, including the timing and number of fees to be paid and any non-refundable
- The nature of the guarantee given by Step into Training Services to honour its commitment to deliver services and
complete the training and/or assessment once the learner has commenced study.
- Any discounts, fee reductions or exemptions available for multiple enrolments, concession card holders,
continuing learners, group bookings etc.
- The fees and charges for additional services, including such items as issuance of a replacement qualification
parchment or statement of results and the options available to learners who are deemed not yet competent on
completion of training and assessment.
- Step into Training Services refund policy.
Changes to Course Fees & Additional Costs
Any changes to course fees including additional costs will be amended on our website and course brochures. These
changes will not apply to existing students or those who have newly enrolled under the old fee structure.
Replacement of text and training workbooks
Learners who require replacement of issued text or training workbooks will be liable for additional charges to cover
the cost of replacement. Where a learner has purchased a text or training workbooks and subsequently cancels his
or her enrolment, Step into Training Services will not refund monies for the text unless a written request for a
refund is received and we are satisfied that the text returned is in as-new condition.
Fee for Service courses are delivered when the student or third party meets the cost of the training. At enrolment you
will be advised of the total training cost, at this time it will be identified whether the fees for your training are to be
paid by you or a third party, the responsible party will be invoiced accordingly. Where the employer is paying the fees,
the terms of payment will be negotiated with the employer and an invoice sent prior to the commencement of
8. Funded Programs (QLD)
Certificate 3 Guarantee Program
It is a program requirement that SITS charge a Co-contribution Fee for students enrolling into the Certificate 3
Guarantee program. The Co-contribution Fee will be invoiced upon enrolment and must be paid prior to
commencement of training. The employer or a third party may pay the Co-contribution Fee on behalf of the
student. Co-contribution Fees are outlined on SITS website.
User Choice Program
The Student Contribution Fee of $1.60 per nominal hour and the nominal hours calculated for each unit of
competency is determined by DESBT. Student Contribution Fees may be paid by you, your employer or a third party.
If you and/or your employer have nominated to pay the Student Contribution Fees, an estimate of the total Student
Contribution Fees will be provided to you upon enrolment. Once the Training Plan has been finalised SITS
Administration Team will provide the payee of the Student Contribution Fees with a Statement of Fees; a
breakdown of each unit and the price per unit of competency.
Students and/or employers have the option to pay Student Contribution Fees. Payment of invoices can be made via
EFTPOS, direct deposit and/or credit card.
Federal incentives may be available for employers, apprentices and trainees. Visit the Australian Apprenticeship Centre at
http://www.australianapprenticeships.gov.au/ for more information
Partial Fee Exemption
It is a requirement of SITS to charge 40 per cent of the Student Contribution Fee for any
student who falls into one or more of the following exemption categories:
- The student was or will be under 17 at the end of February in the year in which SITS provides training, and the
participant is not at school and has not completed year 12
- The student holds a health care card or pensioner card issued under Commonwealth law, or is the partner or a
dependent of a person who holds a health care card or pensioner concession card, and is named on the card
- The student issues SITS with an official form under Commonwealth law confirming that the participant, his or her
partner or the person of whom the participant is a dependent, is entitled to concessions under a health care card
or pensioner concession card
- The student is an Aboriginal or Torres Strait Islander person. Acceptable evidence is as stated on the Training
Contract and SITS Enrolment Form.
SITS will apply a full exemption of Student Contribution fees where the participant is registered
School Based Apprentice/Trainee.
Where payment of the Student Contribution Fees would cause the student or family extreme financial hardship
then SITS may, after considering all the information, choose to exempt the student from paying these fees.
Students wishing to apply for fee exemption on the basis of financial hardship must apply in writing no later than 14
days after enrolling to:
National Operations Manager,
Step into Training Services,
Unit 9, 91 Wembley Road, Logan Central,
The letter must detail the reasons for the exemption application including a simple budget outlining expenses
The outcome of the application will be provided to the student in writing within 10 working days. The student may
appeal the decision by utilising the Complaints and Appeals Procedure in this Student Handbook.
Higher Level Skills Program
It is a program requirement that SITS charge a Co-contribution Fee for students enrolling into Higher Level Skills.
The Co-contribution Fee will be invoiced upon enrolment and must be paid prior to commencement of training. The
employer or a third party may pay the Co-contribution Fee on behalf of the student. Co-contribution Fees are
outlined on SITS website.
Construction Skills Queensland (CSQ)
It is a program requirement that SITS charge a Co-contribution Fee for students enrolling into the program. The Cocontribution Fee will be invoiced upon enrolment and must be paid prior to commencement of training. The
employer or a third party may pay the Co-contribution Fee on behalf of the student. Co-contribution Fees are
outlined on SITS website.
At enrolment a detailed invoice of all course fees will be provided. Payments in advance at the time of enrolment
will not exceed $1,500.00 for long courses. Course fees for short courses of 1-5 days where the fees are under
$1,500.00 are to be paid prior to commencement of training. Payment of invoices can be made via EFTPOS, direct
deposit and/or credit card. Alternatively, to assist student’s in managing the payment of fees SITS’s Payment Plan
facility can be accessed. For further information or contact your SITS Administration Team for more information.
Credit Card Payments
Payments are processed through a third provider. The hosted server is secure with SSL encryption and a regular
update scheduled as per company hosting policy. Personal credit card details if processed online or taken over the
phone are not stored on SITS hosting servers. All manual payments taken over the phone are entered directly into
the system and automatically deleted when processed.
Enrolments are subject to a cooling-off period that expires 7 business days from the day on which SITS receives
payment. The payee of the Course Fees can change their mind about proceeding with the enrolment during the 7-
day cooling off period. If, during that time, the student decides to withdraw from the qualification, SITS will refund
the full amount paid as per the Fee Refund process outlined above.
9. Refund Policy
The policy of the organisation is at all times to be fair and equitable to registered students
Giving notice of cancellation/withdrawal
A learner who wishes to cancel their enrolment must give notice in writing within 7 days. This may be via email or
completing a Withdrawal Request form. Step into Training Services staff who are approached with initial notice of
cancelation are to ensure the learner understands their rights with regards to the refunding of tuition fees. The
learner is also to be advised of other options such as suspending the enrolment and re-commencing in another
scheduled training program.
Learners who give written notice to cancel their enrolment and who are eligible for a refund are to be provided with a
Refund Request Form. Learners who may not be eligible but are requesting a refund should also be provided with the
Refund Request Form so the request can be properly considered.
Course Withdrawal initiated by RTO
If written notice or contact is not communicated to the SITS Administration Team within 90 days from the last day of
attendance, SITS will deem that you do not intend to return and as a result the following process will be undertaken:
- The trainer advises administration of your absence in excess of 90 days
- The administration team will endeavour to contact you based on details provided at enrolment
- All contact attempts will be recorded on your student file
- A withdrawn status will be added to your electronic and hard-copy file and reported accordingly.
The learner will not be eligible for a refund in this scenario
Refund Policy for funded programs
Certificate 3 Guarantee Program and Higher Level Skills program
Certificate 3 Guarantee Co-contribution refunds must be requested in writing 7 days prior to withdrawal. Withdrawal
request must be made on the Withdrawal Request Form. This must be signed by the student and where applicable,
referring 3rd Party. Units will be refunded on a unit-by-unit basis for all non-commenced units. Refunds will be
processed via Electronic Funds Transfer (EFT) 7 days after the request has been received.
User Choice Program
User Choice Program contribution fees refund must be requested in writing 7 days prior to withdrawal. Units will be
refunded on a unit-by-unit basis for all non-commenced units. Refunds will be processed via Electronic Funds Transfer
(EFT) 7 days after the request has been received.
Construction Skills Queensland
Refunds must be requested in writing before the start of each unit of competency. Refunds request must be made on
the Refund Request Form. This must be signed by the student and where applicable, referring 3rd Party.
Co-contribution fee will be refunded on a unit-by-unit basis for all non-commenced units. Refunds will be processed
via Electronic Funds Transfer (EFT) 7 days after the request has been received.
If an offer of a place is withdrawn, or Step into Training services is unable to provide the program, the learner is
eligible for a full or pro rata refund of Co-contribution fees paid within 7 day.
10. Work Health and Safety Act 2011
SITS requires workplace health and safety to be regarded as an integral part of the day-to-day operation. The
safety of the public, our students and employees is the responsibility of all levels of management and is to be
demonstrated at all times.
SITS is totally committed to the principle that all workplace injuries can be prevented. Student Responsibilities and Obligations.
All SITS students:
- Are obligated to follow safety instructions given by their trainer/assessor and employer
- Have the responsibility that all operations undertheir care and/or control are carried out in a safe and efficient manner
- Must not deliberately put the health and safety of anyone at risk, deliberately injure themselves, or misuse any equipment provided for workplace health and safety
- Are required to comply with the standards under the Workplace Health Safety Act 2011. Students who do not follow the workplace health and safety directions are liable under the Act.
- Are not expected or required to attempt anything likely to cause them harm.
SITS will treat all information gathered from students with the strictest confidence in accordance with the
requirements of the Privacy Act 1988. The information will be held in a secure environment and accessed only by
The Privacy Act 1988 protects the information that SITS collects, uses, destroys and discloses personal
information generally, unless we are required under any law to retain it.
Use and Disclosure
SITS uses the information collected for the purposes disclosed at the time of collection or otherwise as set out in
authorised or required by law. Generally, SITS will only use and disclose personal information:
- To establish and maintain your relationship as a customer of SITS
- To provide the products and services you have requested from SITS
- To administer and manage those products and services
- To report to federal/state/territory registering bodies in relation to training services provided.
- To a third party where written authorisation is provided by you.
- SITS will not disclose information to overseas recipient.
Your Responsibilities and Obligations
All SITS students are obligated to ensure:
- Information provided to SITS is accurate and up to date
- No document is removed or accessed from SITS without first obtaining permission