STUDENT HANDBOOK
Welcome to North Coast Training Company and congratulations on your decision to expand your vocational skills and knowledge.
North Coast Training Company is a registered training organisation (RTO41165) specialising in High Risk Licencing Courses and industry specific training.
Our goal is to provide meaningful flexible training to industry, both in current working environments and also our training facility. We aim to provide services to the construction, mining, and manufacturing industries to help them ensure that they have capable, confident, safe, and compliant employees.
We also provide training to individuals looking to gain more skills and knowledge to obtain work and improve on current skills in the above industries.
North Coast Training Company specialises in onsite and site specific training and assessments, as well as classroom based training. Our services cover a large scale area ranging from Port Macquarie to the Tweed Heads and all areas in between.
Course Information:
Our website has a comprehensive range of information that will help you; the student can make an informed decision concerning the training we provide. This Student Handbook contains general information regarding the services we provide. Course specific information is located under the ‘Courses’ tab. The course information sheet can be downloaded from our website or can be obtained from our Administration staff.
Please take time to read this handbook, it forms part of your induction to NCTC and by enrolling into a course with us, you agree to comply with the procedures outlined in this handbook.
ABOUT US
North Coast Training Company is a Registered Training Organisation (ID 41165) approved by the Australian Skills Quality Authority (ASQA) and SafeWork NSW to provide training delivery and assessment services for a range of national accredited courses.
North Coast Training Company full scope of registration is at: https://training.gov.au/Organisation/Details/41165.
Our trainers and assessors are professionals with extensive industry experience who also hold formal adult education qualifications, ensuring that we deliver current, workplace relevant training and assessment strategies. Our training facility is in Ballina we delivery classroom base training.
LEGISLATION
North Coast Training Company is subject to a range of Commonwealth and State laws that govern our training and assessment activities as well as our day‑to‑day business practices. This legislation sets out our obligations as a Registered Training Organisation (RTO 41165) and our responsibilities to students, employers and industry in the sectors in which we deliver training.
As an RTO regulated by the Australian Skills Quality Authority (ASQA), we must comply with the National Vocational Education and Training Regulator Act 2011 and the 2025 Standards for Registered Training Organisations (RTOs). The 2025 Standards comprise three enforceable components – Outcome Standards, Compliance Requirements and the Credential Policy – which together describe the quality outcomes expected of RTOs and the compliance and credential requirements that support them.
When legislation or regulatory requirements are amended, all relevant staff are informed and our policies, procedures and information for students are updated as required. Current legislation is available online at sites such as http://www.austlii.edu.au and http://www.legislation.nsw.gov.au.
Legislation applicable to your training depends on the State or Territory in which the training and assessment is conducted; for training delivered in New South Wales, NSW legislation applies. Key Vocational Education and Training and related legislation includes, but is not limited to:
Commonwealth legislation
(Commonwealth Law) and www.asqa.gov.au (the National VET regulator)
CODE OF CONDUCT
North Coast Training Company follows a Code of Conduct that clearly outlines how you can expect our organisation and staff to behave. We also have clear expectations for student behaviour, which are described in the section “Student Conduct”.
North Coast Training Company is committed to observing the highest standards of fairness, integrity and professional practice in delivering training and assessment services and in meeting our contractual and regulatory obligations. To support this commitment, we will:
A breach of conduct occurs when a student behaves in a way that is unsafe, unlawful, disrespectful or inconsistent with our Code of Conduct and Equal Opportunity principles. This includes (but is not limited to) when a student assaults, attempts to assault or threatens a person, or acts in a way that discriminates against, harasses or vilifies another person on the grounds of:
PRIVACY
North Coast Training Company is committed to protecting your privacy and the confidentiality of your personal information. We handle personal information in accordance with the Privacy Amendment (Private Sector) Act 2000, the Australian Privacy Principles and any relevant State or Territory requirements.
We collect personal information about you primarily through our enrolment and induction process, and may also collect information during your training and assessment. This information is used by North Coast Training Company, the state training authority and the National Centre for Vocational Education Research (NCVER) for administrative, regulatory, statistical and reporting purposes, and may be used to apply for or report on State and/or Commonwealth funding for your training.
We will only use or disclose your personal information for the purposes for which it was collected, for related purposes that you would reasonably expect, or where you have given your consent, or where we are required or authorised by law to do so. We will not sell, rent or otherwise disclose your personal information to third parties for their marketing purposes.
It is important that the personal information we hold about you is accurate and up to date. Please contact us promptly if your details change so we can update our records. You have the right to request access to the personal information we hold about you, and to request correction if you believe it is inaccurate, incomplete or out of date.
North Coast Training Company will not collect sensitive information about you (such as racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, or details of health, disability or sexual orientation) unless:
The collection is necessary for the establishment, exercise, or defence of a legal claim.
You are welcome to raise any concerns you may have regarding our personal information handling procedures with your Trainer or by contacting us at our address/phone number listed within this handbook.
COPYRIGHT
North Coast Training Company respects the rights of copyright owners and complies with Australian copyright law. We obtain permission or appropriate licences before copying or communicating copyright material for course use.
Where learning or assessment materials are sourced from external providers, we only use them under the terms of an appropriate licence or explicit permission and acknowledge the owner in the materials where required. These materials include, but are not limited to, printed resources, digital content, images, videos and any other resources used for training, assessment and information provided to students.
PREVENTION OF HARASSMENT, VICTIMISATION AND BULLYING
North Coast Training Company is committed to Outcome Standard 2.5 of the 2025 Standards for RTOs, which requires us to provide a learning environment that promotes diversity and inclusion and is free from discrimination, harassment, victimisation and bullying.
All managers, trainers, assessors and staff share responsibility for maintaining a safe, respectful and inclusive training environment for students and anyone else participating in our training activities. We will not tolerate any form of harassment, victimisation or bullying, whether it occurs in person, online, through social media, or in any written or verbal communication.
Harassment includes any unwelcome conduct that offends, humiliates, intimidates or creates a hostile environment for another person. This includes, but is not limited to, verbal harassment (such as derogatory jokes, insults or threats), physical harassment, sexual harassment, and any behaviour that targets a person based on protected attributes under anti-discrimination law.
We take all reports of harassment, victimisation and bullying seriously. Any concern or complaint will be:
If you experience or witness harassment, victimisation or bullying:
EQUAL OPPORTUNITY
North Coast Training Company prides itself on maintaining a training environment where all students and staff are treated with respect, dignity and fairness. We are committed to Outcome Standard 2.5 of the 2025 Standards for RTOs (Diversity and Inclusion), which requires us to promote equal opportunity and provide a learning environment free from discrimination, harassment, victimisation and bullying.
Every individual has the right to participate in our training programs and access our services in a professional atmosphere that eliminates discriminatory practices and barriers to participation. We actively work to identify and remove barriers based on age, gender, cultural or ethnic background, disability, sexuality, language skills, literacy or numeracy levels, unemployment status, location or any other personal characteristic.
North Coast Training Company provides all students and staff with genuine opportunities to succeed by:
ENROLMENT
North Coast Training Company advertises all courses on our website www.northcoasttraining.com.au, Facebook and Instagram pages, clearly stating course names, entry requirements, prerequisites, duration, delivery modes, fees and any applicable funding eligibility.
Before confirming enrolment in nationally recognised training, we verify your suitability through a pre-enrolment process that includes completion of a pre-enrolment form and a Language, Literacy and Numeracy (LLN) assessment (or review of existing evidence). This helps us confirm the course matches your needs and abilities, identify any required support or reasonable adjustments, and provide accurate information to support your informed decision-making.
To enrol:
Your enrolment agreement confirms:
UNIQUE STUDENT IDENTIFIER (USI)
All students undertaking nationally recognised training in Australia must have a Unique Student Identifier (USI) – a reference number made up of 10 numbers and letters.
Why you need a USI:
ASSESSMENT ENROLMENT NUMBER (AEN)
From 7 May 2025, all students completing high risk work licence (HRWL) courses in New South Wales must have an Assessment Enrolment Number (AEN) before they can be assessed.
Key requirements:
RE-ASSESSMENT CONDITIONS
Where you are assessed as not yet competency (NYC), North Coast Training Company provided reasonable opportunities for re-assessment.
You assessor will provide specific feedback identifying the areas where competency was not demonstrated and recommend relevant learning resources or support. You can re-sit the assessment at no additional charge once (this will be arranged as soon as practicable with administration) A re-assessment fee applies for any further attempts.
After two NYC outcomes:
You must re-enrol in the unit/course (full re-enrolment fees apply). The Assessor may approve one additional re-assessment at their discretion, reviewing assessment methods and applying reasonable adjustments if appropriate.
Time limits: Re-assessments must occur within 60 days of your original assessment. After 60 days, full re-training is required.
All re-assessments remain valid, reliable, fair and flexible. You retain full appeal rights if you disagree with any assessment outcome (see Complaints and Appeals section)
CANCELLATION AND COURSE CHANGES
North Coast Training Company reserves the right to cancel or reschedule a course at any time due to insufficient enrolments, trainer availability, venue issues or unforeseen circumstances.
If we cancel or significantly change your course you will be offered a full refund or a transfer to the next available course at no additional cost. We will notify you as soon as practicable (ideally 7+ days prior) by phone/email using your contact details. All prepaid fees are protected in a nominated account per 2025 Standards requirements
Student withdrawals and refunds, full refund available if you notify us at least 7 days before course commencement. No refund if you withdraw less than 7 days before commencement (full course fee payable) Pro-rata refund may apply if you withdraw mid-course due to illness, compassionate grounds or other extenuating circumstances (requires documentation)
If North Coast Training Company fails to deliver the agreed training and/or assessment services, you are entitled to a full refund within 2 weeks of the default date.
See Fees section for full details, payment methods and refund application process.
SUPPORT AND ASSISTANCE
North Coast Training Company provides support and assistance to ensure all students are treated fairly and to allow them to train in a supportive and stimulating environment.
Language, Literacy and Numeracy Assistance (LLN)
North Coast Training Company provides comprehensive support and assistance to ensure all students are treated fairly and can succeed in a supportive training environment.
Pre-enrolment LLN assessment: Before confirming enrolment in nationally recognised training, we conduct (or review evidence of) an LLN assessment matched to your course's vocational level. This helps us:
Accessing support: Be honest on enrolment forms about your LLN levels – this helps us help you. Speak early to your trainer or Training Manager for confidential assistance
We regularly review support effectiveness using student feedback and outcomes data to drive continuous improvement.
Flexible learning and Assessment
North Coast Training Company delivers training and assessment using flexible modes tailored to meet individual student needs.
Available delivery modes include: classroom based training at our Ballina facility, on site and workplace delivery for groups/employers, evening classes (where scheduled) one to one coaching and support programs.
Individual training plans are available on request and may include: Adjusted delivery schedules or formats, Additional time for theory/practical components, Modified resources or assessment methods, Integration of Recognition of Prior Learning (RPL)
If at any stage before or during your training you feel you require assistance, please let a staff member know, we want you to succeed and to do this we need to know how we can meet your individual needs
All personal information provided to help tailor your training remains strictly confidential and is protected under our Privacy Policy
Access to records
All students have the right to access their own training records at any time. To request access submit a written request (email or hard copy) to the Training Manager and provide your full name, USI and course/unit details. We will provide access within 10 business days (or sooner where practicable). Records include enrolment details, assessment results, attendance, support plans and issued qualifications/statements
You also have online access to your full VET transcript via your USI account at www.usi.gov.au
If you believe any information is inaccurate, you may request correction. All requests are handled confidentially per our Privacy Policy. There is no fee for accessing your own records
ACCESS AND EQUITY
North Coast Training Company is committed to Outcome Standard 2.5 of the 2025 Standards for RTOs (Diversity and Inclusion), applying these principles across all training and assessment strategies to ensure equitable access and participation for all students.
Fair recruitment and enrolment
OTHER SUPPORT SERVICESNorth Coast Training Company is at all times concerned for the welfare of its students. If you are experiencing personal difficulties, mental health concerns, financial stress or need counselling, these free, confidential services are available 24/7:
We encourage students to seek help early – your wellbeing supports your training success.
FEES AND CHARGES
North Coast Training Company charges fees for nationally recognised training and assessment services, as well as related administration and support services. These may include course tuition fees, administration fees, materials fees, and charges for additional services such as replacement qualification certificates or Statements of Attainment.
Tuition fees and any applicable concessions are set in line with the guidelines of the State or Territory government under which the student is enrolled.
Where additional costs apply for items such as textbooks, course materials, licences, personal protective equipment, or mandatory checks, these will be clearly disclosed to the student prior to or at the time of enrolment.
Information Provided to Learners
Before enrolment or commencement (whichever occurs first), North Coast Training Company will provide each prospective learner (or their employer/third‑party payer) with accurate information about:
Payment of Fees and Prepaid Fee Protection
All enrolments are considered tentative until the required payment has been received and receipted by North Coast Training Company.
Where total course fees exceed $1,000 dollars, a deposit of $1,000 dollars is required to confirm enrolment, with the remaining balance due upon commencement of training or in accordance with an agreed instalment plan.
North Coast Training Company will protect any monies paid in advanced to ensure that in the unlikely event a program cannot commence, North Coast Training Company will be in a position to refund the course fees to the participant or account holder.
Subsidised Training and RPL Fees
Some learners may be eligible for government-subsidised training, depending on the course and personal circumstances. Fees and eligibility will be confirmed before enrolment.
Recognition of Prior Learning (RPL) may be available, with fees outlined in the current fee schedule or course information.
Fee Collection, Reconciliation and Records
The office manager is responsible for issuing invoices and receipts, collecting and recording payments, and reconciling client fee accounts.
Financial records will accurately reflect all fees charged, received, protected and refunded, and will be retained for at least the minimum periods required under the 2025 Standards and any applicable funding contracts.
Methods of Payment
North Coast Training Company accepts the following methods of payment:
Additional administration charges may apply for certain services. These will be clearly communicated prior to the service being provided and, wherever possible, prior to enrolment.
Examples include:
Refunds, Withdrawals and Cancellations
North Coast Training Company provides a fair and equitable refund process that is clearly communicated to learners and complies with relevant legislation and the 2025 Standards for Registered Training Organisations.
1. Refunds – Learner‑Initiated
Refunds of enrolment/course fees may be granted in the following circumstances:
If North Coast Training Company cancels a course, is unable to commence it as scheduled, or is unable to continue delivery as agreed:
If a learner wishes to transfer their enrolment to another course delivered by North Coast Training Company:
No refund will generally be provided where:
COMPLAINTS
North Coast Training Company is committed to providing accessible, fair, transparent and timely complaints and appeals processes that protect students from reprisal or victimisation.
Your rights:
Step 1 – Informal resolution
Discuss your concern directly with the person involved. Many issues resolve quickly at this stage.
Step 2 – Escalate to trainer
If unresolved, speak to your trainer within 7 days. If still not satisfied, submit a written complaint including:
Your written complaint triggers formal investigation and response.
Step 4 – CEO/management review (within 7 days)
If unsatisfied, escalate to CEO who will personally review or appoint a senior manager. Process starts within 48 hours of receipt.
Step 5 – Independent external mediation (within 14 days)
If still unresolved, we arrange an independent mediator. Both parties formally present their case.
Step 6 – Written outcome
All parties receive written decision with reasons within 14 days of Step 5.
Step 7 – External escalation
If still dissatisfied please contact NSW Vocational Education & Training Ombudsman or ASQA www.asqa.gov.au
Confidentiality: All stages maintain privacy for all parties. Records securely archived for quality improvement and regulatory compliance.
To lodge a complaint: Email [email protected] or speak to the Training Manager 02 6686 5330.
RECOGNITION PROCESSES
North Coast Training Company offers Recognition of Prior Learning (RPL) for all nationally recognised qualifications and units on our scope (except SafeWork NSW high risk work licence where prohibited by legislation)
RPL provides credit for skills and knowledge gained through:
RPL process:
Note: RPL is not available for SafeWork NSW high risk licence assessment per legislative requirements.
Fees: RPL assessment fee = 75% of full unit training fee. No fee if RPL granted for entire course.
Contact your trainer or training manager to discuss RPL suitability for your situation.
PLAGIARISM
North Coast Training Company upholds academic integrity and all assessment submissions must be your own original work.
Plagiarism: Copying or paraphrasing someone else's work (text, images, ideas, data, computer code) without proper referencing, submitting work done by another person (including AI-generated content) as your own, using sources without citation or quotation marks, submitting the same work for multiple assessments without permission
Cheating: copying from another student during assessment, allowing someone else to complete your assessment, using unauthorized materials notes or devices, impersonating another student, tampering with assessment records or results
Process:
1.Trainer/assessor identifies suspected plagiarism/cheating
2.Investigation by Training Manager with student interview
3.Student given opportunity to demonstrate authorship
4.Decision documented with evidence
Consequences:
APPEALS
North Coast Training Company provides fair and accessible appeals processes for all decisions (assessments, RPL, complaints, enrolment, fees, disciplinary action).
Your appeal rights:
1. Lodgement
Submit written appeal to CEO within 20 business days of decision. Include:
2. Appeal Panel (convened within 5 business days):
Panel reviews:
All appeals fully documented and archived for continuous improvement.
6. External escalation (if still dissatisfied):
The CEO will contact the appellant in writing within 21 days of the receipt of the formal appeal and advise them of the outcome of their appeal.
EXTERNAL APPEALS AND FURTHER INFORMATION
If you remain dissatisfied after exhausting North Coast Training Company's internal complaints and appeals processes, you have access to independent external resolution options.
North Coast Training Company commits to:
1. NSW Community Justice Centre (free mediation service)
Phone: 1800 990 999 | www.cjc.justice.nsw.gov.au
Statewide service for dispute resolution and mediation.
2. Australian Skills Quality Authority (ASQA) (regulatory complaints)
If you believe the RTO has breached legal or Standards obligations:
www.asqa.gov.au/students/complaints
Phone: 1300 701 801
Note: ASQA requires your identity but can maintain confidentiality during investigation.
3. NSW Ombudsman (for public sector training complaints)
www.ombo.nsw.gov.au | 9286 1000
Legal advice (if preferred):
STUDENT CONDUCT
North Coast Training Company expects all students to maintain professional standards of behaviour that support a safe, respectful and productive learning environment.
Student Rights:
INTENTIONAL DAMAGES
North Coast Training Company expects students to treat all equipment, facilities and materials with care and respect.
If intentional damage occurs:
WORKPLACE HEALTH AND SAFETY
Work Health and Safety legislation applies to everyone at North Coast Training Company – staff, students and visitors – under the Work Health and Safety Act 2011 (NSW) and Work Health and Safety Regulation 2017 (NSW).
Everyone's responsibility:
STUDENT FEEDBACK
North Coast Training Company is committed to Outcome Standard 2.7 of the 2025 Standards for RTOs by systematically collecting, analysing and acting on learner and employer feedback to drive continuous improvement in training and assessment quality.
Feedback collection methods:
ISSUING CERTIFICATES
Upon successful completion of your course/unit(s) and finalisation of all fees, North Coast Training Company will issue your Statement of Attainment within 30 calendar days of assessment completion as required by Outcome Standard 4.1 and the Credential Policy of the 2025 Standards for RTOs.
If for some reason North Coast Training Company ceases to operate whilst you are still enrolled, a Statement of Attainment will be issued to you for the units within the qualification for which you have successfully met requirements. (See also, the section ‘Cancellation of Course by North Coast Training Company’)
KEY NOTES TO REMEMBER BEFORE TRAINING STARTS
Get yourself familiar with our facilities: Drinking water, tea/coffee, bathrooms, and first aid.
Class times: Students must be in the classroom 10 minutes prior to course commencement.
Attendance: Students are required to attend all days of training, if a student is unable to attend a day due to illness or unforeseen circumstances, you must notify the Training Manager before the session commencement or penalties may apply.
Statement of Attainment: will only be issued once the course is paid for in full. If an employer is paying for the course this will need to be filled in on the enrolment form to allow us to send a copy of any statements of attainment with consent from the student, this will go to the employer along with a copy to the student.
Feedback: North Coast Training Company wishes you the best with your studies and completion of your course with us. We welcome your feedback, upon completion of your course please fill out our feedback form and return it to your trainer
Welcome to North Coast Training Company and congratulations on your decision to expand your vocational skills and knowledge.
North Coast Training Company is a registered training organisation (RTO41165) specialising in High Risk Licencing Courses and industry specific training.
Our goal is to provide meaningful flexible training to industry, both in current working environments and also our training facility. We aim to provide services to the construction, mining, and manufacturing industries to help them ensure that they have capable, confident, safe, and compliant employees.
We also provide training to individuals looking to gain more skills and knowledge to obtain work and improve on current skills in the above industries.
North Coast Training Company specialises in onsite and site specific training and assessments, as well as classroom based training. Our services cover a large scale area ranging from Port Macquarie to the Tweed Heads and all areas in between.
Course Information:
Our website has a comprehensive range of information that will help you; the student can make an informed decision concerning the training we provide. This Student Handbook contains general information regarding the services we provide. Course specific information is located under the ‘Courses’ tab. The course information sheet can be downloaded from our website or can be obtained from our Administration staff.
Please take time to read this handbook, it forms part of your induction to NCTC and by enrolling into a course with us, you agree to comply with the procedures outlined in this handbook.
ABOUT US
North Coast Training Company is a Registered Training Organisation (ID 41165) approved by the Australian Skills Quality Authority (ASQA) and SafeWork NSW to provide training delivery and assessment services for a range of national accredited courses.
North Coast Training Company full scope of registration is at: https://training.gov.au/Organisation/Details/41165.
Our trainers and assessors are professionals with extensive industry experience who also hold formal adult education qualifications, ensuring that we deliver current, workplace relevant training and assessment strategies. Our training facility is in Ballina we delivery classroom base training.
LEGISLATION
North Coast Training Company is subject to a range of Commonwealth and State laws that govern our training and assessment activities as well as our day‑to‑day business practices. This legislation sets out our obligations as a Registered Training Organisation (RTO 41165) and our responsibilities to students, employers and industry in the sectors in which we deliver training.
As an RTO regulated by the Australian Skills Quality Authority (ASQA), we must comply with the National Vocational Education and Training Regulator Act 2011 and the 2025 Standards for Registered Training Organisations (RTOs). The 2025 Standards comprise three enforceable components – Outcome Standards, Compliance Requirements and the Credential Policy – which together describe the quality outcomes expected of RTOs and the compliance and credential requirements that support them.
When legislation or regulatory requirements are amended, all relevant staff are informed and our policies, procedures and information for students are updated as required. Current legislation is available online at sites such as http://www.austlii.edu.au and http://www.legislation.nsw.gov.au.
Legislation applicable to your training depends on the State or Territory in which the training and assessment is conducted; for training delivered in New South Wales, NSW legislation applies. Key Vocational Education and Training and related legislation includes, but is not limited to:
Commonwealth legislation
- Human Rights and Equal Opportunity Commission Act 1986
- Disability Standards for Education 2005
- Disability Discrimination Act 1992
- Racial Hatred Act 1995
- Racial Discrimination Act 1975
- Sex Discrimination Act 1984
- National Vocational Education and Training Regulator Act 2011
- Privacy Act and Australian Privacy Principles
- Work Health and Safety Act 2011 (NSW) and Work Health and Safety Regulation 2011 (NSW)
- Apprenticeship and Traineeship Act 2001 (NSW)
- Anti‑Discrimination Act 1977 (NSW)
(Commonwealth Law) and www.asqa.gov.au (the National VET regulator)
CODE OF CONDUCT
North Coast Training Company follows a Code of Conduct that clearly outlines how you can expect our organisation and staff to behave. We also have clear expectations for student behaviour, which are described in the section “Student Conduct”.
North Coast Training Company is committed to observing the highest standards of fairness, integrity and professional practice in delivering training and assessment services and in meeting our contractual and regulatory obligations. To support this commitment, we will:
- uphold the integrity and good reputation of the company
- act with honesty, transparency and respect in all interactions
- provide accurate, current and relevant information at all times
- communicate clearly, courteously and in a timely manner
- encourage feedback from students, employers and staff and use it to improve our services.
- hold training and assessment credentials that meet current national requirements under the Credential Policy
- hold relevant vocational qualifications and maintain current industry skills in the areas in which they deliver training and assessment
- undertake ongoing professional development to ensure their skills and knowledge remain current.
A breach of conduct occurs when a student behaves in a way that is unsafe, unlawful, disrespectful or inconsistent with our Code of Conduct and Equal Opportunity principles. This includes (but is not limited to) when a student assaults, attempts to assault or threatens a person, or acts in a way that discriminates against, harasses or vilifies another person on the grounds of:
- age
- impairment or disability
- industrial activity
- lawful sexual activity
- marital or relationship status
- physical features
- political belief or activity
- pregnancy or potential pregnancy
- race, colour, descent, national or ethnic origin
- religious belief or activity
- sex, sexual orientation or gender identity
- status as a parent or carer
- personal association (whether as a relative, friend or otherwise) with a person who is identified by reference to any of the above attributes.
- wilfully disobeying or disregarding a lawful and reasonable direction given by a staff member in relation to safety, learning or assessment
- acting dishonestly or unfairly in relation to assessments, including cheating, plagiarism or assisting another person to cheat.
PRIVACY
North Coast Training Company is committed to protecting your privacy and the confidentiality of your personal information. We handle personal information in accordance with the Privacy Amendment (Private Sector) Act 2000, the Australian Privacy Principles and any relevant State or Territory requirements.
We collect personal information about you primarily through our enrolment and induction process, and may also collect information during your training and assessment. This information is used by North Coast Training Company, the state training authority and the National Centre for Vocational Education Research (NCVER) for administrative, regulatory, statistical and reporting purposes, and may be used to apply for or report on State and/or Commonwealth funding for your training.
We will only use or disclose your personal information for the purposes for which it was collected, for related purposes that you would reasonably expect, or where you have given your consent, or where we are required or authorised by law to do so. We will not sell, rent or otherwise disclose your personal information to third parties for their marketing purposes.
It is important that the personal information we hold about you is accurate and up to date. Please contact us promptly if your details change so we can update our records. You have the right to request access to the personal information we hold about you, and to request correction if you believe it is inaccurate, incomplete or out of date.
North Coast Training Company will not collect sensitive information about you (such as racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, or details of health, disability or sexual orientation) unless:
- you have given your explicit consent
- the collection is required or specifically authorised by law
- the collection is necessary to prevent or lessen a serious threat to the life, health or safety of any individual, or to public health or safety
- it is not practicable to obtain your consent and the collection is otherwise permitted by privacy law
- the collection is necessary for the establishment, exercise or defence of a legal claim.
The collection is necessary for the establishment, exercise, or defence of a legal claim.
You are welcome to raise any concerns you may have regarding our personal information handling procedures with your Trainer or by contacting us at our address/phone number listed within this handbook.
COPYRIGHT
North Coast Training Company respects the rights of copyright owners and complies with Australian copyright law. We obtain permission or appropriate licences before copying or communicating copyright material for course use.
Where learning or assessment materials are sourced from external providers, we only use them under the terms of an appropriate licence or explicit permission and acknowledge the owner in the materials where required. These materials include, but are not limited to, printed resources, digital content, images, videos and any other resources used for training, assessment and information provided to students.
PREVENTION OF HARASSMENT, VICTIMISATION AND BULLYING
North Coast Training Company is committed to Outcome Standard 2.5 of the 2025 Standards for RTOs, which requires us to provide a learning environment that promotes diversity and inclusion and is free from discrimination, harassment, victimisation and bullying.
All managers, trainers, assessors and staff share responsibility for maintaining a safe, respectful and inclusive training environment for students and anyone else participating in our training activities. We will not tolerate any form of harassment, victimisation or bullying, whether it occurs in person, online, through social media, or in any written or verbal communication.
Harassment includes any unwelcome conduct that offends, humiliates, intimidates or creates a hostile environment for another person. This includes, but is not limited to, verbal harassment (such as derogatory jokes, insults or threats), physical harassment, sexual harassment, and any behaviour that targets a person based on protected attributes under anti-discrimination law.
We take all reports of harassment, victimisation and bullying seriously. Any concern or complaint will be:
- treated promptly, fairly and confidentially (subject to any legal requirements)
- investigated thoroughly by an appropriate senior staff member
- resolved through appropriate remedial or disciplinary action, in line with our Complaints and Appeals Policy.
If you experience or witness harassment, victimisation or bullying:
- Speak to the person directly if you feel safe to do so, or
- Report the matter immediately to your trainer, Training Manager or contact us using the details in this handbook.
EQUAL OPPORTUNITY
North Coast Training Company prides itself on maintaining a training environment where all students and staff are treated with respect, dignity and fairness. We are committed to Outcome Standard 2.5 of the 2025 Standards for RTOs (Diversity and Inclusion), which requires us to promote equal opportunity and provide a learning environment free from discrimination, harassment, victimisation and bullying.
Every individual has the right to participate in our training programs and access our services in a professional atmosphere that eliminates discriminatory practices and barriers to participation. We actively work to identify and remove barriers based on age, gender, cultural or ethnic background, disability, sexuality, language skills, literacy or numeracy levels, unemployment status, location or any other personal characteristic.
North Coast Training Company provides all students and staff with genuine opportunities to succeed by:
- ensuring fair and non-discriminatory recruitment, enrolment and selection processes
- offering flexible training and assessment strategies that meet diverse learner needs
- providing access to appropriate support services and reasonable adjustments
- embedding inclusive practices across all training materials, delivery methods and facilities
- regularly reviewing our policies and practices to promote equity and continuous improvement.
ENROLMENT
North Coast Training Company advertises all courses on our website www.northcoasttraining.com.au, Facebook and Instagram pages, clearly stating course names, entry requirements, prerequisites, duration, delivery modes, fees and any applicable funding eligibility.
Before confirming enrolment in nationally recognised training, we verify your suitability through a pre-enrolment process that includes completion of a pre-enrolment form and a Language, Literacy and Numeracy (LLN) assessment (or review of existing evidence). This helps us confirm the course matches your needs and abilities, identify any required support or reasonable adjustments, and provide accurate information to support your informed decision-making.
To enrol:
- Submit the online enrolment form.
- Receive your notice of enrolment (via email or post within 12 business hours) with all key details: course/unit(s), dates, times, venue/location, fees, your rights and our complaints process.
- Submit the pre-enrolment form and complete the LLN assessment
- Receive our confirmation of course suitability and any recommended support
- Complete the enrolment form (in class) which forms the written agreement between you and North Coast Training Company
Your enrolment agreement confirms:
- course details and schedule
- total fees and payment terms
- your rights to support, RPL, reasonable adjustment, complaints and appeals
- our obligations under the 2025 Standards for RTOs
UNIQUE STUDENT IDENTIFIER (USI)
All students undertaking nationally recognised training in Australia must have a Unique Student Identifier (USI) – a reference number made up of 10 numbers and letters.
Why you need a USI:
- Creates a secure online record of all your nationally recognised VET training and qualifications from any RTO in Australia
- Gives you lifelong access to your training records and transcripts via www.usi.gov.au (on computers, tablets or smartphones)
- Is mandatory to receive any qualification or Statement of Attainment from North Coast Training Company
- Applies to new students, continuing students, pre-enrolled students and school students doing nationally recognised training
- Free and quick – create it yourself online at www.usi.gov.au
- Or, with your permission, we can create one for you during enrolment
- Once created, your USI stays with you for life and links to all future VET training
ASSESSMENT ENROLMENT NUMBER (AEN)
From 7 May 2025, all students completing high risk work licence (HRWL) courses in New South Wales must have an Assessment Enrolment Number (AEN) before they can be assessed.
Key requirements:
- Mandatory for assessment – Your assessor cannot assess you without a valid AEN. Bring it printed or on your phone on assessment day.
- Valid for 30 days – Apply close to your assessment date (AENs expire after 30 days).
- Separate AEN per class – If doing multiple HRWL classes (e.g. forklift + EWP), get a separate AEN for each.
- Age 18+ only – You must be at least 18 years old to apply.
- Create/log into your MyServiceNSW Account (requires 2 forms of ID, including 1 photo ID like driver licence or passport)
- Apply online at: https://www.service.nsw.gov.au/transaction/apply-for-a-high-risk-work-licence-assessment-enrolment-number
- Select your HRWL class(es) (e.g. LF Forklift, WP EWP, SB Basic Scaffolding)
- Receive your AEN via email from SafeWork NSW (check junk/spam folders)
- Provide the AEN to us before or on assessment day
- Your AEN
- One approved photo ID (driver licence, passport, NSW photo card or current HRWL)
- Contact Service NSW: 13 77 88 (Mon–Fri 7am–7pm)
- Allow 5 working days for manual processing if you can't apply online
RE-ASSESSMENT CONDITIONS
Where you are assessed as not yet competency (NYC), North Coast Training Company provided reasonable opportunities for re-assessment.
You assessor will provide specific feedback identifying the areas where competency was not demonstrated and recommend relevant learning resources or support. You can re-sit the assessment at no additional charge once (this will be arranged as soon as practicable with administration) A re-assessment fee applies for any further attempts.
After two NYC outcomes:
You must re-enrol in the unit/course (full re-enrolment fees apply). The Assessor may approve one additional re-assessment at their discretion, reviewing assessment methods and applying reasonable adjustments if appropriate.
Time limits: Re-assessments must occur within 60 days of your original assessment. After 60 days, full re-training is required.
All re-assessments remain valid, reliable, fair and flexible. You retain full appeal rights if you disagree with any assessment outcome (see Complaints and Appeals section)
CANCELLATION AND COURSE CHANGES
North Coast Training Company reserves the right to cancel or reschedule a course at any time due to insufficient enrolments, trainer availability, venue issues or unforeseen circumstances.
If we cancel or significantly change your course you will be offered a full refund or a transfer to the next available course at no additional cost. We will notify you as soon as practicable (ideally 7+ days prior) by phone/email using your contact details. All prepaid fees are protected in a nominated account per 2025 Standards requirements
Student withdrawals and refunds, full refund available if you notify us at least 7 days before course commencement. No refund if you withdraw less than 7 days before commencement (full course fee payable) Pro-rata refund may apply if you withdraw mid-course due to illness, compassionate grounds or other extenuating circumstances (requires documentation)
If North Coast Training Company fails to deliver the agreed training and/or assessment services, you are entitled to a full refund within 2 weeks of the default date.
See Fees section for full details, payment methods and refund application process.
SUPPORT AND ASSISTANCE
North Coast Training Company provides support and assistance to ensure all students are treated fairly and to allow them to train in a supportive and stimulating environment.
Language, Literacy and Numeracy Assistance (LLN)
North Coast Training Company provides comprehensive support and assistance to ensure all students are treated fairly and can succeed in a supportive training environment.
Pre-enrolment LLN assessment: Before confirming enrolment in nationally recognised training, we conduct (or review evidence of) an LLN assessment matched to your course's vocational level. This helps us:
- Confirm course suitability for your needs and goals
- Identify required support or reasonable adjustments
- Provide transparent information to support informed enrolment decisions
- Your trainer will develop an individualised training and assessment plan with appropriate adjustments
- Support options include simplified resources, extra time, oral assessments, one-to-one tutoring, reader/writer assistance, or digital tools
- All trainers and assessors are skilled in flexible delivery and use innovative strategies to meet diverse learner needs
- Learning: recognised safety issues, hazards, risks and site procedures
- Reading: Interpret compliance documents, policies, risk criteria and site information
- Writing: complete hazard/incident reports, JSAs, take5x and shit reports
- Oral communication: Speak clearly, listen actively, clarify instructions
- Numeracy: Basix risk calculations, time management, measurements
Accessing support: Be honest on enrolment forms about your LLN levels – this helps us help you. Speak early to your trainer or Training Manager for confidential assistance
We regularly review support effectiveness using student feedback and outcomes data to drive continuous improvement.
Flexible learning and Assessment
North Coast Training Company delivers training and assessment using flexible modes tailored to meet individual student needs.
Available delivery modes include: classroom based training at our Ballina facility, on site and workplace delivery for groups/employers, evening classes (where scheduled) one to one coaching and support programs.
Individual training plans are available on request and may include: Adjusted delivery schedules or formats, Additional time for theory/practical components, Modified resources or assessment methods, Integration of Recognition of Prior Learning (RPL)
If at any stage before or during your training you feel you require assistance, please let a staff member know, we want you to succeed and to do this we need to know how we can meet your individual needs
All personal information provided to help tailor your training remains strictly confidential and is protected under our Privacy Policy
Access to records
All students have the right to access their own training records at any time. To request access submit a written request (email or hard copy) to the Training Manager and provide your full name, USI and course/unit details. We will provide access within 10 business days (or sooner where practicable). Records include enrolment details, assessment results, attendance, support plans and issued qualifications/statements
You also have online access to your full VET transcript via your USI account at www.usi.gov.au
If you believe any information is inaccurate, you may request correction. All requests are handled confidentially per our Privacy Policy. There is no fee for accessing your own records
ACCESS AND EQUITY
North Coast Training Company is committed to Outcome Standard 2.5 of the 2025 Standards for RTOs (Diversity and Inclusion), applying these principles across all training and assessment strategies to ensure equitable access and participation for all students.
Fair recruitment and enrolment
- Uses the same process for all applicants regardless of background
- Admission based solely on course entry requirements and place availability
- Provides clear, accessible information pre-enrolment to support informed choices about course suitability
- Clear standards of behaviour for students and staff (see Code of Conduct)
- Policies preventing harassment, discrimination and victimisation (see Prevention of Harassment policy)
- Considers access/equity when setting entry requirements
- Flexible pathways including RPL, credit transfer and multiple entry/exit points
- Learning materials and methods inclusive of diverse needs
- LLN requirements matched to qualification level
- Alternative formats for students without online access
- RPL for prior skills/knowledge
- Clear assessment information provided pre-enrolment
- Adjustments maintain validity while meeting individual needs
- Full appeals rights for assessment decisions
- Equal opportunity for all to demonstrate competency
- Educational support (tutoring, mentoring, assistive technology)
- Alternative assessment methods (oral, practical demonstrations, extra time)
- Modified learning materials and delivery methods
OTHER SUPPORT SERVICESNorth Coast Training Company is at all times concerned for the welfare of its students. If you are experiencing personal difficulties, mental health concerns, financial stress or need counselling, these free, confidential services are available 24/7:
- Lifeline (crisis support): 13 11 14 | www.lifeline.org.au
- Beyond Blue (mental health support): 1300 22 4636 | www.beyondblue.org.au
- Salvation Army (emergency relief, family support): 13 72 58 | www.salvos.org.au
- NSW Mental Health Line: 1800 011 511
- 1800RESPECT (family/domestic violence): 1800 737 732 | www.1800respect.org.au
We encourage students to seek help early – your wellbeing supports your training success.
FEES AND CHARGES
North Coast Training Company charges fees for nationally recognised training and assessment services, as well as related administration and support services. These may include course tuition fees, administration fees, materials fees, and charges for additional services such as replacement qualification certificates or Statements of Attainment.
Tuition fees and any applicable concessions are set in line with the guidelines of the State or Territory government under which the student is enrolled.
Where additional costs apply for items such as textbooks, course materials, licences, personal protective equipment, or mandatory checks, these will be clearly disclosed to the student prior to or at the time of enrolment.
Information Provided to Learners
Before enrolment or commencement (whichever occurs first), North Coast Training Company will provide each prospective learner (or their employer/third‑party payer) with accurate information about:
- All fees payable, including deposits, instalments and any non‑refundable fees.
- Any additional charges that may apply (for example, re‑issue of documents, late payment fees).
- The conditions under which refunds may be granted, and any applicable administrative charges.
Payment of Fees and Prepaid Fee Protection
All enrolments are considered tentative until the required payment has been received and receipted by North Coast Training Company.
Where total course fees exceed $1,000 dollars, a deposit of $1,000 dollars is required to confirm enrolment, with the remaining balance due upon commencement of training or in accordance with an agreed instalment plan.
North Coast Training Company will protect any monies paid in advanced to ensure that in the unlikely event a program cannot commence, North Coast Training Company will be in a position to refund the course fees to the participant or account holder.
Subsidised Training and RPL Fees
Some learners may be eligible for government-subsidised training, depending on the course and personal circumstances. Fees and eligibility will be confirmed before enrolment.
Recognition of Prior Learning (RPL) may be available, with fees outlined in the current fee schedule or course information.
Fee Collection, Reconciliation and Records
The office manager is responsible for issuing invoices and receipts, collecting and recording payments, and reconciling client fee accounts.
Financial records will accurately reflect all fees charged, received, protected and refunded, and will be retained for at least the minimum periods required under the 2025 Standards and any applicable funding contracts.
Methods of Payment
North Coast Training Company accepts the following methods of payment:
- Visa or MasterCard (1.5% surcharge applies).
- Credit or debit card (1.5% surcharge applies).
- Cash.
- Direct credit (electronic funds transfer).
- Cheque (approved customers only).
- Purchase order (approved accounts only).
- Special payment arrangements, by prior written agreement.
Additional administration charges may apply for certain services. These will be clearly communicated prior to the service being provided and, wherever possible, prior to enrolment.
Examples include:
- Re‑issue of student card – $30.00 dollars administration fee.
- Re‑issue of Statement of Attainment – $30.00 dollars administration fee.
Refunds, Withdrawals and Cancellations
North Coast Training Company provides a fair and equitable refund process that is clearly communicated to learners and complies with relevant legislation and the 2025 Standards for Registered Training Organisations.
1. Refunds – Learner‑Initiated
Refunds of enrolment/course fees may be granted in the following circumstances:
- If a written refund request is received more than 7 days prior to the commencement of the course, 100% of the enrolment/course fee already paid will be refunded. For this purpose, the commencement date is the first scheduled structured training session booked by the trainer.
- No refund will normally be granted from the date of course commencement.
- In compassionate or compelling circumstances (for example, serious illness or significant personal hardship), North Coast Training Company may, at its discretion, approve a partial or pro‑rata refund for components of training and assessment not yet delivered, or offer a deferral/transfer to a later course date. Evidence may be required (e.g. medical certificate).
If North Coast Training Company cancels a course, is unable to commence it as scheduled, or is unable to continue delivery as agreed:
- The learner will receive a full refund of all fees paid for services not yet delivered, or a pro‑rata refund where part of the course has been delivered.
- Alternatively, the learner may be offered a transfer into an equivalent course at another time/date at no additional cost.
- If the learner chooses to transfer, fees already paid will be credited to the new course and no transfer fee will apply.
If a learner wishes to transfer their enrolment to another course delivered by North Coast Training Company:
- Where a written transfer request is received more than 7 days prior to the original course commencement date, course fees paid may be fully transferred to the new course.
- The new course date must be booked within 3 months of the original course date.
- Only one transfer may be approved on this basis unless otherwise agreed.
- RPL fees cover the cost of assessment of evidence and decision‑making.
- Where an RPL application is assessed as unsuccessful (i.e. competence is not demonstrated), no refund is payable for RPL fees already charged, as the assessment service has been provided.
- Where an RPL application is withdrawn in writing before assessment has commenced, North Coast Training Company may refund a portion of the fee or apply it as a credit to training enrolment, at its discretion.
No refund will generally be provided where:
- A learner applies for RPL and the application is unsuccessful (assessment has taken place).
- Training has commenced and the learner withdraws without compassionate or compelling circumstances. In such cases, the learner may request to return to training at a later date, subject to approval by North Coast Training Company; normally this return must occur within 12 months of the original enrolment date.
- The learner fails to comply with the terms and conditions of enrolment, including North Coast Training Company policies and procedures as set out in the Student Handbook, and is suspended or withdrawn as a result.
- The learner has provided false or misleading information at the time of enrolment or during their course which materially affects their eligibility or participation.
- Learners (or the person/organisation who paid the fees) must complete a refund application form, available from the office or training manager, and submit it in writing (email or hard copy).
- Refund applications will be assessed against this policy, and the outcome will be advised in writing.
- Approved refunds will be processed within 2 weeks (10 business days) of receiving a correctly completed refund application, unless otherwise required by law.
- Where fees were originally paid by an employer or third party, any refund will normally be made to that party unless otherwise agreed or required.
- Results, Statements of Attainment and Qualifications may be withheld where there are outstanding fees.
- Once all outstanding fees have been paid in full, results and certification will be issued to the payee or, where applicable, to the employer who funded the training
COMPLAINTS
North Coast Training Company is committed to providing accessible, fair, transparent and timely complaints and appeals processes that protect students from reprisal or victimisation.
Your rights:
- Raise any concern or complaint without fear of prejudice
- Present your case verbally or in writing
- Receive a prompt, confidential response
- Appeal any decision you disagree with
- Access independent external resolution if needed
Step 1 – Informal resolution
Discuss your concern directly with the person involved. Many issues resolve quickly at this stage.
Step 2 – Escalate to trainer
If unresolved, speak to your trainer within 7 days. If still not satisfied, submit a written complaint including:
- Description of the issue
- Steps already taken
- Desired resolution
Your written complaint triggers formal investigation and response.
Step 4 – CEO/management review (within 7 days)
If unsatisfied, escalate to CEO who will personally review or appoint a senior manager. Process starts within 48 hours of receipt.
Step 5 – Independent external mediation (within 14 days)
If still unresolved, we arrange an independent mediator. Both parties formally present their case.
Step 6 – Written outcome
All parties receive written decision with reasons within 14 days of Step 5.
Step 7 – External escalation
If still dissatisfied please contact NSW Vocational Education & Training Ombudsman or ASQA www.asqa.gov.au
Confidentiality: All stages maintain privacy for all parties. Records securely archived for quality improvement and regulatory compliance.
To lodge a complaint: Email [email protected] or speak to the Training Manager 02 6686 5330.
RECOGNITION PROCESSES
North Coast Training Company offers Recognition of Prior Learning (RPL) for all nationally recognised qualifications and units on our scope (except SafeWork NSW high risk work licence where prohibited by legislation)
RPL provides credit for skills and knowledge gained through:
- Previous formal training (non-equivalent units)
- Work experience
- Informal learning
- Life experience
RPL process:
- Initial discussion with assessor to map your experience against unit requirements
- Complete RPL application form and submit evidence
- Evidence: assessment using same rigour as other assessments (valid, current, sufficient, authentic)
- Possible methods: interview, workplace observation, third party reports, challenge tests, portfolio
- Fair, documented decision within 20 business days
- Full appeal rights if dissatisfied
Note: RPL is not available for SafeWork NSW high risk licence assessment per legislative requirements.
Fees: RPL assessment fee = 75% of full unit training fee. No fee if RPL granted for entire course.
Contact your trainer or training manager to discuss RPL suitability for your situation.
PLAGIARISM
North Coast Training Company upholds academic integrity and all assessment submissions must be your own original work.
Plagiarism: Copying or paraphrasing someone else's work (text, images, ideas, data, computer code) without proper referencing, submitting work done by another person (including AI-generated content) as your own, using sources without citation or quotation marks, submitting the same work for multiple assessments without permission
Cheating: copying from another student during assessment, allowing someone else to complete your assessment, using unauthorized materials notes or devices, impersonating another student, tampering with assessment records or results
Process:
1.Trainer/assessor identifies suspected plagiarism/cheating
2.Investigation by Training Manager with student interview
3.Student given opportunity to demonstrate authorship
4.Decision documented with evidence
Consequences:
- First breach: Written warning + re-submit assessment (fee may apply)
- Second breach: Fail unit + formal disciplinary warning
- Serious/repeated: Course suspension/termination + no refund
- Criminal activity (fraud, forgery): Immediate police notification
APPEALS
North Coast Training Company provides fair and accessible appeals processes for all decisions (assessments, RPL, complaints, enrolment, fees, disciplinary action).
Your appeal rights:
- Appeal any decision you believe is unfair or where reasonable grounds exist
- Right to natural justice – impartial review, opportunity to be heard
- No cost to lodge an appeal
- Protection from reprisal or victimisation
1. Lodgement
Submit written appeal to CEO within 20 business days of decision. Include:
- Decision being appealed
- Reasons/grounds for appeal
- Supporting evidence
- Desired outcome
2. Appeal Panel (convened within 5 business days):
- CEO (independent chair)
- Trainer/Assessor (not involved in original decision)
- Independent industry expert
Panel reviews:
- Original decision and evidence
- Appellant and assessor's submissions
- Appeals criteria and relevant Standards
- Upheld: Action corrected (re-assessment, fee refund, etc.)
- Not upheld: Reasons provided
- Written outcome to all parties (signed/dated)
All appeals fully documented and archived for continuous improvement.
6. External escalation (if still dissatisfied):
- NSW VET Ombudsman
- ASQA (www.asqa.gov.au/students/complaints)
The CEO will contact the appellant in writing within 21 days of the receipt of the formal appeal and advise them of the outcome of their appeal.
EXTERNAL APPEALS AND FURTHER INFORMATION
If you remain dissatisfied after exhausting North Coast Training Company's internal complaints and appeals processes, you have access to independent external resolution options.
North Coast Training Company commits to:
- Fully comply with any findings or recommendations from external dispute resolution
- Implement required actions as soon as practicable
- Cooperate fully with external investigators
1. NSW Community Justice Centre (free mediation service)
Phone: 1800 990 999 | www.cjc.justice.nsw.gov.au
Statewide service for dispute resolution and mediation.
2. Australian Skills Quality Authority (ASQA) (regulatory complaints)
If you believe the RTO has breached legal or Standards obligations:
www.asqa.gov.au/students/complaints
Phone: 1300 701 801
Note: ASQA requires your identity but can maintain confidentiality during investigation.
3. NSW Ombudsman (for public sector training complaints)
www.ombo.nsw.gov.au | 9286 1000
Legal advice (if preferred):
- Community Legal Centres NSW: www.clcnsw.org.au
- Legal Aid NSW: 1300 888 529External bodies typically require evidence of completed internal processes first. Retain all correspondence.
STUDENT CONDUCT
North Coast Training Company expects all students to maintain professional standards of behaviour that support a safe, respectful and productive learning environment.
Student Rights:
- Be treated fairly and respectfully by staff and other students
- Learn in an environment free from discrimination, harassment and bullying
- Access a supportive training environment with appropriate assistance
- Access counselling and external support services when needed
- Privacy of personal information (subject to legal requirements)
- Clear information about assessment processes and progressive results
- Lodge complaints or appeals without fear of retaliation or victimisation
- Treat all staff, students and visitors with respect and courtesy
- Follow all reasonable directions from North Coast Training Company staff
- Comply with venue rules (no eating/drinking where prohibited, no littering)
- Arrive on time, prepared and ready to participate
- Maintain work health and safety practices, including mandatory PPE
- No drugs, alcohol or impairment – immediate removal from training
- Mobile phones silenced – no disruptive use during training/assessment
- Submit authentic work only (no plagiarism, cheating or collusion)
- Use equipment and facilities responsibly – no damage, theft or misuse
- No threatening, bullying, harassing or embarrassing behaviour
- Comply with all course-specific safety procedures and regulations
- Verbal/written warning
- Assessment cancellation/repeat
- Course suspension or termination (no refund)
- Police notification (where criminal activity suspected)
INTENTIONAL DAMAGES
North Coast Training Company expects students to treat all equipment, facilities and materials with care and respect.
If intentional damage occurs:
- The incident will be investigated by the Training Manager and Director
- You will be notified of findings and proposed action
- Full cost of repair/replacement will be charged to the responsible student
- Serious cases may result in disciplinary action (suspension/termination) or police referral
- Deliberate breaking, scratching or marking of equipment
- Vandalism of training rooms or facilities
- Theft or unauthorised removal of property
- Immediate securing of evidence (photos, witnesses)
- Student interview and right of response
- Director determines fair penalty based on damage value
- Invoice issued – payment required before course completion
- Right of appeal through standard Complaints and Appeals process
WORKPLACE HEALTH AND SAFETY
Work Health and Safety legislation applies to everyone at North Coast Training Company – staff, students and visitors – under the Work Health and Safety Act 2011 (NSW) and Work Health and Safety Regulation 2017 (NSW).
Everyone's responsibility:
- Take reasonable care for your own health and safety and that of others
- Immediately report any incidents, near misses or hazards to your trainer
- Comply with all safety instructions, signage and procedures
- Use personal protective equipment (PPE) as required for each course/unit
- Smoking/vaping in all buildings and within 4 metres of entrances (designated areas only)
- Alcohol, recreational drugs or impairment – immediate removal from site, no refund
- Prescription medication that impairs safety – inform trainer beforehand
- Provide a safe, healthy training environment
- Systematically identify, assess and control all workplace risks
- Consult students on WHS matters affecting training
- Deliver appropriate safety induction and training for all courses
- Maintain equipment and facilities to regulatory standards
- Continuously monitor and improve WHS practices using incident data and feedback
- Evacuate when alarm sounds – follow signs to assembly point
- First aid kits located at [specify locations]
- Report all injuries immediately, no matter how minor
STUDENT FEEDBACK
North Coast Training Company is committed to Outcome Standard 2.7 of the 2025 Standards for RTOs by systematically collecting, analysing and acting on learner and employer feedback to drive continuous improvement in training and assessment quality.
Feedback collection methods:
- Course Evaluation Forms completed by students at course/unit completion
- Online surveys post-training (link provided via email)
- Verbal feedback during training and at course close
- Employer satisfaction surveys for workplace training/clients
- Complaints and appeals data for systemic issues
- Training effectiveness (skills/knowledge gained vs job needs)
- Course efficiency (time/resources vs outcomes)
- Trainer quality and assessment fairness
- Facilities, resources and support services
- Achievement of organisational training goals
- Student satisfaction (target ≥80%)
- Employer satisfaction (target ≥85%)
- Competency completion rates (target ≥85%)
- Collect feedback from all courses quarterly
- Analyse trends by course, trainer, delivery mode
- Act on findings (resource updates, trainer PD, process changes)
- Report outcomes to management and publish summary on website
- Follow-up with students/employers on actions taken
ISSUING CERTIFICATES
Upon successful completion of your course/unit(s) and finalisation of all fees, North Coast Training Company will issue your Statement of Attainment within 30 calendar days of assessment completion as required by Outcome Standard 4.1 and the Credential Policy of the 2025 Standards for RTOs.
If for some reason North Coast Training Company ceases to operate whilst you are still enrolled, a Statement of Attainment will be issued to you for the units within the qualification for which you have successfully met requirements. (See also, the section ‘Cancellation of Course by North Coast Training Company’)
KEY NOTES TO REMEMBER BEFORE TRAINING STARTS
Get yourself familiar with our facilities: Drinking water, tea/coffee, bathrooms, and first aid.
Class times: Students must be in the classroom 10 minutes prior to course commencement.
Attendance: Students are required to attend all days of training, if a student is unable to attend a day due to illness or unforeseen circumstances, you must notify the Training Manager before the session commencement or penalties may apply.
Statement of Attainment: will only be issued once the course is paid for in full. If an employer is paying for the course this will need to be filled in on the enrolment form to allow us to send a copy of any statements of attainment with consent from the student, this will go to the employer along with a copy to the student.
Feedback: North Coast Training Company wishes you the best with your studies and completion of your course with us. We welcome your feedback, upon completion of your course please fill out our feedback form and return it to your trainer
