Code of Ethical Practice
PD4PTs practices are directed by the Code of Ethical Practice. The Code of Ethical Practice is a guide to ensure all employees, sub-contractors and members, at all times, perform their duties in a manner which professionally, ethically, and morally compromises no individual with whom they have professional contact, irrespective of that person’s position, situation or condition in society. PD4PTs strives to consistently provide the highest possible, quality services to stakeholders and ensures the business acts in manner that respects their rights. The Code of Ethical Practice and PD4PTs ensures that the following:
Access & Equity
All participants and staff are treated in a fair and equitable manner regardless of age, race, ethnicity, culture, language, religion, gender, sexuality, impairment, political beliefs or status in society
All participants are enrolled in a systematic, fair and equitable process
All staff and sub-contractors perform their duties in a fair, equitable and respectful manner
All training and assessment staff employ language that facilitates learning and achievement and does not exclude sections of clientele
All staff and sub-contractors are aware of their responsibilities with respect to equity and access
Staff and sub-contractors are culturally aware and sensitive to differing norms, beliefs and values
Staff, sub-contractors and clients are required to comply with access and equity requirements at all times.
Relationships with and Responsibilities to Participants
Confidentiality – Beyond the necessary sharing of information with professional colleagues, PD4PTs staff and sub-contractors are to safeguard confidential information relating to clients in accordance with privacy laws.
Personal Relationships – PD4PTs staff and sub-contractors shall not enter into personal relationships which damage the establishment and maintenance of professional trust.
Respecting Client’s Rights – PD4PTs staff and sub-contractors have a responsibility always to promote and protect the dignity, privacy, autonomy, and safety of all people with whom they come in contact with during their course delivery
PD4PTs staff and sub-contractor’s activities are evaluated for continuous improvement purposes
PD4PTs staff and sub-contractors remain committed to on-going education and keeping their qualification updated, relevant and compliant
Systems are employed to receive feedback on the application of this policy
REFUND AND CANCELATION POLICY
PAYMENT OF FEES
- Course fees are due prior to the course commencement date. Alternate fee arrangements may be applicable depending on individual course requirements.
- All fees and charges are payable in Australian dollars ($AUD), upon receipt of invoice.
- Non-payment of monies owing may result in cancellation of enrolment, or other penalties and recovery of the outstanding amount through debt collection.
CANCELLATIONS AND REFUNDS
CANCELATIONS BY PARTICIPANTS
- All course cancellations must be in writing (notice of cancellation)
- Cancellation by Participant only
- The effective date of the notice of cancellation is the date it is received by PD4PTs
- If the notice of cancellation is received (effective date):
- more than 30 days* prior to the course commencement date: 100% of the course fee will be refunded
- between 10 – 30 days* prior to the course commencement date: 50% of the course fee will be refunded
- less than 10 days* prior to the course commencement date: 0% of the course fee will be refunded
* Refers to all days, including weekends and public holidays.
CANCELATIONS BY PD4PTS
- PD4PTs reserves the right to cancel any course that does not meet the minimum enrolment numbers; or in the event of exceptional circumstances.
- Where cancellation occurs, PD4PTs will provide (where possible) alternative dates for course delivery; or a full refund of the course fees.
Grievance & Appeals Procedure
The purpose of this policy is to ensure there are internal procedures that apply within PD4PTs for addressing participant complaints and grievances. These procedures are designed to ensure there is a transparent process for ensuring participant complaints and grievances are dealt with fairly, consistently and promptly and within all privacy legislation.
This policy and procedure is a means to resolve problems experienced by trainer and trainees, enabling it to be addressed immediately, effectively, professionally and confidentially.
PD4PTs is committed to providing participants with a courses and programs of the highest possible standard. However, from time to time, participants may raise concerns, complaints or grievances about matters or issues relating to their experiences at their programs.
PD4PTs will encourage the parties to approach a grievance with an open view and to attempt to resolve problems first through discussion and conciliation – i.e. an informal manner. Where a grievance cannot be resolved through discussion and conciliation, a formal complaint procedure will be followed. PD4PTs acknowledges the need for an appropriate external and independent agent to mediate between parties when required.
The participant grievance resolution procedures of PD4PTs are based on the following principles:
1.1 Procedures used to review and resolve complaints and grievances are fair and must be seen to be fair;
1.2 Confidentiality will be respected for all parties, unless the use of the information is authorised by law;
1.3 Staff and sub-contractors involved in resolving complaints and grievances will act fairly at all times and ensure that conclusions will be based on a fair hearing of each point of view;
1.4 There will be no reprisals or any disadvantage arising as a result of a participant making a complaint or grievance
1.5 Complaints or grievances are handled in a timely manner with achievable deadlines specified for each stage of the resolution process;
1.6 Any participant who makes a complaint or grievance and any staff member, sub-contractor or participant on whom the complaint or grievance has a direct impact, is regularly informed of the progress of the matter;
1.7 Where the complainant is not satisfied the outcome proposed by the decision-maker, the participant is entitled to seek a review, (appeal) either on procedural or substantive grounds, an appropriate independent arbitrator.
TYPES OF STUDENT GRIEVANCES
2.1 Certification grievances
- These are usually complaints or appeals against educational decisions. They include but are not limited to:
- Progress decisions
- Assessment matters
- Selection or admission decisions
- Content or structure of programs, nature of teaching, or assessment
2.2 Administrative grievances
These relate to decisions and actions associated with administrative or academic services.
They include but are not limited to:
- Administration of policies, procedures and rules by administration
- Course cancelations or refund (please refer to the Refund and Cancelation Policy document)
- Access to PD4PTs resources and facilities.
GROUNDS FOR COMPLAINT OR GRIEVANCES
A participant has valid grounds for making a complaint or appealing against a decision (relating to a formal complaint decision) where the participant considers he/she has been adversely affected by:
- Improper, irregular or negligent conduct by a PD4PT staff member or sub-contractor;
- Failure by the staff member or sub-contractor to act fairly;
- A decision that has been made without sufficient consideration to facts, evidence or circumstances of specific relevance to the student;
- Failure by PD4PTs to make a decision in a timely manner;
COMPLAINTS RESOLUTION PROCEDURE
In the first instance a person wishing to make a grievance or appeal is encouraged to have their concerns handled in an informal way. If this informal approach to dealing with student grievances does not lead to an acceptable resolution, then the student should pursue the formal process for Complaints and Appeals as set out below:
MAKING A FORMAL COMPLAINT
STAGE 1 – Seek advice
A participant who believes that his or her grievance has not been adequately resolved should seek information and advice from the Managing Director, Erin Splatt (firstname.lastname@example.org, 0449098604)
Students may then decide to:
- Take no further action, OR
- Lodge a formal grievance
STAGE 2 – Formal Grievance in Writing
A formal Grievance must be lodged in writing within 10 working days of the event, to Erin Splatt, Managing Director. A Complaints and Appeals Form is available from any of the above staff members or sub-contractors.
The following steps will then occur:
- The PD4PTs staff member who has received a grievance will acknowledging receipt of the written grievance in writing within 7 working days from its receipt and indicate when a resolution of the matter can be expected (within 10 working days)
- The Managing Director will independently review the grievance and attempt to find a resolution to the problem, if the Managing Director perceives there to be a conflict of interest in their handling of the grievance, the grievance will be referred to an external company
- If the grievance is found to be frivolous or vexatious or no grounds or evidence can be found for it, the Managing Director investigating the matter will not offer any resolution of the grievance
- The Managing Director investigating the grievance must keep formal records of the actions taken, seek advice where required.
- The Managing Director must notify the participant in writing of the outcome of the process and document the reasons that the resolution was or was not achieved
STAGE 3 – APPEALING A GRIEVANCE DECISION
- If after Stage 2 of the process, the participant does not believe that the grievance has been adequately resolved, then he or she may appeal.
- The appeal must be lodged in writing to the Managing Director within 20 days of the decision.
- The participant will receive an acknowledgement of the Appeal letter within 5 working days.
- An independent arbitrator will be appointed to hear the case (within 15 days of acknowledgement letter)
- The participant will be notified in writing within 5 working days of the Appeal Hearing.
FORMS AND DOCUMENTATION
Please see: Complaints and Appeals Form