Life Without Barriers
Registered Training
Organisation
Learner Handbook
Registered Training Organisation
Learner Handbook
Welcome….
Thank you for choosing Life Without Barriers (LWB) Registered Training Organisation
(RTO) 91055 for your accredited training. We know that your journey with us will be
enjoyable, challenging and significant. Our primary goal is to help you successfully
complete your studies, and our trainers and support staff will do everything possible to
ensure that happens.
A LWB RTO qualification is designed to increase knowledge and skills to assist you in your
work role, help you develop personally, increase opportunities for career advancement or
increase your prospects of employment if you are currently unemployed. We are here to
support your transition into study and help you manage the stresses that come with
balancing work, home life and study responsibilities.
You will be supplied with all the learning resources needed to complete your studies.
Study options include face to face workshops, eLearning, distance and RPL/CT options.
ELearning allows you to spend an hour or two on the job, a late evening session at home,
or anywhere you can get an internet connection. Face to face learning through facilitated
workshops provides an excellent environment for sharing work experiences and working
together to learn about the community services sector and the requirements of specific job
roles. The distance learning approach allows you to study and complete assessments
whenever time permits. You will be provided with a workbook either by post or
electronically that contains all the learning material and assessment tasks that you need to
complete for each unit of study.
This handbook will be an ongoing resource while you complete your studies. It will provide
you with foundation knowledge and key information to help you succeed
We look forward to helping you achieve your goals and trust you will enjoy this unique
experience. Always remember that we are here for you, so please contact us if you have
any enquiries.
Kind regards
LWB RTO Team
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Contents
1 About us:
5
2 Registered Training Organisation Contacts
6
3 LWB RTO’s Current Scope of Qualifications available to study
7
3.1 Competency based training
7
3.2 Training packages
7
3.3 Competency standards
8
3.4 Delivery Methods
8
4 Enrolment process
10
4.1 Unique Student Identifier Number
10
4.2 Learner induction
11
4.3 Training Plans
11
4.4 Health Safety & Environment
12
4.5 Course Fees
12
4.6 Payment terms and conditions
13
4.7 Refunds
14
4.8 Cancellations
15
5 Rights and responsibilities
15
5.1 Rights and responsibilities of Students
15
5.2 Workplace Supervisor Responsibilities
17
5.3 Trainer/assessor responsibilities
18
5.4 LWB Responsibilities as an RTO
18
5.5 Harassment
18
5.6 Disciplinary procedures
19
6 Learner Support
20
6.1 Language, Literacy & Numeracy
20
6.2 Access & Equity
21
6.3 Reasonable adjustment
22
7 Recognition
22
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7.1 Mutual Recognition of Qualifications & Credit Transfer
22
7.2 Recognition of Prior Learning (RPL)
22
7.3 Evidence you may submit to be considered for RPL
could include
23
8 Assessment Process
25
8.1 Practical Components
25
8.2 Appeals
26
9 Feedback & Evaluation
27
9.1 Complaints and Grievances
27
10 Awarding of Qualifications
28
11 Study Tips
29
11.1 Plagiarism
29
11.2 Referencing
29
12 Privacy and your personal information
30
12.1 Personal Information Collection
30
12.2 Using Personal Information
30
12.3 Securing your data
31
12.4 Access to your records
31
Acronyms and Definitions
32
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1 About us:
LWB RTO was established in 2005. The desire was to be able to offer nationally recognised,
customised training to LWB employees to improve the level of service offered to our clients. LWB
RTO also offers the same opportunities to students from outside the organisation who wish to
study with us. Initially, the RTO was registered to deliver 2 qualifications and has increased its
capacity to deliver a total of 17 qualifications in the Community Service, Health and Business
Sectors
Our Values:
 We build Relationships as we believe that it is through strong relationships that we can
transform lives
 We are Imaginative in our thinking and open to new ideas and ways of doing things
 We are Respectful and caring in our dealings
 We are Responsive to needs and determined to get things done and do them well
 We are Courageous in our convictions and stand up for what we believe in
1.1 Life Without Barriers RTO is dedicated to:
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The highest quality customer service with a sense of warmth, friendliness, individual pride
and community spirit
Delivering all the expectations of educational accredited training and assessment services
with the least complication and confusion
Remaining proactive to community, industry and learner needs and exceeding expectations
in meeting them
1.2 Service Guarantee
To provide participants the following with the exception in unavoidable, extenuating circumstances:
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Confirmation of enrolment application within 21 working days of receipt of enrolment form
Assessment results issued within 28 working days of receipt of assignments, activities,
workbooks etc. for marking
Grievances/complaints/appeals acknowledgement within 3 working days of receipt, either
verbally or written and a response on the outcome of investigations within 21 working days of
receipt
Statement of Attainments (SOA) or qualifications issued within 28 working days of receipt of
final assessment results (plus verification from employers in the case of traineeships).
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2 Registered Training Organisation Contacts
National RTO Office contact details
ADDRESS: REGISTERED TRAINING ORGANISATION, LIFE WITHOUT BARRIERS, 352 KING
ST, NEWCASTLE NSW 2300
POSTAL ADDRESS: PO BOX 2226, DANGAR NSW 2309
PHONE: 02 4929 1605
FAX: 02 4927 5113
EMAIL: rto.learning@lwb.org.au
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3 LWB RTO’s Current Scope of Qualifications available to study
BSB42015
Certificate IV in Leadership and Management
CHC33015
Certificate III in Individual Support (Disability specialisation)
CHC33015
Certificate III in Individual Support (Home and Community Care specialisation)
CHC33015
Certificate III in Individual Support (Ageing specialisation)
CHC50108
Diploma of Disability
3.1 Competency based training
LWB RTO conducts accredited competency based training and assessment that complies with
training packages and competency standards. Accredited Training is training which provides a
person with a nationally recognised qualification on completion. It is sometimes referred to as
Nationally Recognised Training and has been developed based on the National Training Packages
for the given industries.
Competency based training is a key feature of the vocational education and training (vet) system in
Australia. The major emphasis of competency based training is what an individual can perform well
and consistently as a result of their training.
The concept of competency focuses on what you are expected to do in the workplace rather than
solely on the learning process. It also embodies the ability to transfer and apply your skills,
knowledge and attitudes to new situations and environments when necessary.
One of the most important characteristics of competency based training is that it is focused on
training you for the actual job in the workplace and places an emphasis on:
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identifying what you need to do in your job
identifying what you need to know to do your job
indicating clearly the standard of performance required by industry
indicating how, when, where and by whom assessment will occur against the requirements of
the competency standards
3.2 Training packages
A training package, in Australia, is a set of nationally endorsed standards, qualifications and
guidelines used to recognise and assess the skills and knowledge people need to perform
effectively in the workplace. Training packages are developed by the Industry Skills Councils or by
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enterprises to meet the training needs of an industry or group of industries. Training packages
prescribe outcomes required by the workplace, not training or education.
A training package contains three compulsory endorsed components
1. Competency standards,
2. Qualifications framework and
3. Assessment guidelines.
3.3 Competency standards
A competency standard is a nationally agreed statement of the skills and knowledge required for
effective performance in a particular job or job function. Someone is “competent” when they can
demonstrate that they have the required skills and knowledge then apply them to the standard
required in the workplace.
3.4 Delivery Methods
The delivery method of some programs may be pre-determined. You will be advised of the mode of
delivery that is available at enrolment. The modes of delivery available are:

E learning – our focus is to deliver quality training and assessment developing learners
across a range of industries with a focus on sustainability of skills and knowledge. With the
current national and state structures (remote locations) and resources, LWB’s ability to
deliver face-to-face training is often limited, so we have launched lwb eLearning portal. This
online system will enable us to offer a convenient option to learn to lwb employees across
Australia who have access to a computer and the internet.
Every online unit of study contains instructions, reading material and assessments. If you are
studying at certificate iii level or above it is expected that you will complete some of your own
research to contribute to your assessment requirements.
If you have chosen eLearning as your study preference, you will be enrolled onto our
eLearning website and emailed your login and password. You will be assigned units for
online completion and your trainer/assessor will support you through your study, provide
feedback and mark your assessments once submitted.
For more information on the eLearning system go to:
http://www.catapult-elearning.com/guides/student/ or contact the RTO.
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Workshops – to assist with distance learning difficulties, and to provide flexible options,
occasional workshops will be scheduled. These workshops will focus on practical aspects of
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training/assessment that cannot be addressed via distance learning; and for some of the
more challenging units of study.
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Distance– this is where training and assessment materials and resources (workbooks) are
provided by post. This method is available for individuals not able to access/use computers
and the internet. Trainer assessors will support and guide students who are studying by this
method.
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Workplace observation – particular aspects of training and assessment need to be
observed first hand in the workplace throughout your learning to confirm you are developing/
have developed the skills required to demonstrate competency against the requirements of
the unit of study. This will be carried out by your nominated supervisor and/or assessor at
intervals throughout your training period.
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Face to face delivery – where learner numbers allow, face to face delivery of training will be
offered. This will be supplemented with workplace observation if necessary. This method of
study will incorporate a number of classroom based sessions to deliver the content of the
training and discuss the assessment requirements. This method also provides an opportunity
for clarification on what you need to do and gain some assistance directly from your
trainer/assessor.
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4 Enrolment process
LWB RTO offers 4 formal intakes per year, February, May, August and November. Additional
intakes are provided for specific funding contracts or when a need has been identified.
For internal staff members wishing to complete a qualification through the RTO, you need to lodge
interest by:
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Printing and completing an enrolment form, and completing a language, literacy and
numeracy assessment (applicable to the level of qualification applied for).
Complete an ABL funding eligibility form ensuring all sections are completed.
(Forms can also be found on the RTO intranet page RTO and must be completed entirely)
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Your nominated Supervisor and OM must sign the enrolment form to approve the choice of
qualification that you wish to enrol in. OM’S will not sign unless they believe you are
capable (in terms of workload, time management, ability to demonstrate workplace
application of theory) of completing the qualification.
It is the employee’s responsibility to submit forms by the closing date to ensure effective
processing, applications received outside the intake may not be processed.
Prospective students will need to send their completed forms to:
RTO.Learning@lwb.org.au
For people who are not employed by Life Without Barriers who wish to complete a qualification
through the LWB RTO, you need to lodge interest by, telephone 02 4033 4500 and ask for the
RTO, or email to the RTO using rto.learning@lwb.org.au . A staff member will assist you with your
enquiry.
4.1 Unique Student Identifier Number
From 1 January 2015 students enrolling or continuing in nationally recognised training in Australia
will need a Unique Student Identifier (USI) number. The USI initiative has been introduced by the
Australian Government as a requirement for all students participating in nationally recognised
training.
The USI is a form of file number that will link students to their training records which are held in the
national training collection. Students will be able to access their records online, download them and
share them with future organisations electronically.
With the Students permission, training organisations will be able to see their students entire
nationally recognised training record commencing with records collected in 2015.
If you have already have a USI number you need to provide it to LWB RTO if you are continuing or
commencing study in 2015. Please contact us and provide your number if you have not provided
this on your enrolment form. Your USI number must be verified by the RTO through the USI
website before it can be applied to your student record.
Students have the choice of either:
Creating their own USI and notifying the RTO of their USI number
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OR
Life Without Barriers RTO can apply for a USI on your behalf
Creating your own USI
If you wish to create your own USI and provide it to us, you will need to:
Go to: http://www.usi.gov.au/Pages/default.aspx
And follow the basic steps to create your own USI
Then notify LWB RTO of your number to add to your student record or include your number on
your enrolment form.
Allowing LWB RTO to apply on your behalf
In order for LWB RTO to apply for your USI number you need to;
Complete the applicable section on your enrolment form and provide us a copy of an acceptable
form of ID as listed below for which we can apply for your USI. (The RTO must identify the type of
ID used and enter the details of that document exactly into the evidence of identity section when
applying).
The Registrar will verify your identity through the document verification service (DVS) managed by
the Attorney Generals Department which is built into the USI online application process.
Acceptable forms of ID:
Medicare card, birth certificate, driver licence, Australian passport, citizenship document, certificate of
registration by descent, ImmiCard or Australian entry Visa
4.2 Learner induction
Learners enrolled in an accredited training program will be provided with an induction session. this
will not only help you understand your responsibilities as a tertiary student but will also help you
understand the responsibilities of lwb as an RTO, your workplace supervisor, and responsibilities
of your trainer/assessors. This session will also allow you to seek clarification on any study related
issues you may have.
4.3 Training Plans
Individual training plans are developed to assist learners by providing information on the units of
study, sequence of units, timeframes and assessment methods to be used. Your training plan will
help you maintain a reliable timetable to ensure you complete your study within the requirements of
your funding contract and training schedule. If you are struggling to meet the requirements of your
training plan, please discuss with your trainer/assessor or training coordinator.
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4.4 Health Safety & Environment
LWB has a responsibility under the following work health and safety legislation:
 Work health and safety act 2011-NSW,ACT,QLD
 Work health and safety (national uniform legislation) ACT 2011-NT
 Work health and safety act 2012-SA,TAS
 Work health and safety bill 2014-WA
 The occupational health and safety act 2004-VIC,
To ensure the health and safety of employees and learners undertaking training and assessment
services. We are committed to resolving any issues that impact on meeting this responsibility. if
you have any concerns relating to your health and safety while participating in training programs,
please raise your concerns with your workplace supervisor, trainer/assessor or contact us..
It is the responsibility of learners to adhere to all safe work practices and work health and safety
procedures including, but not limited to reporting all:
 Accidents
 Incidents
 Unsafe acts and conditions
Reporting hazards
If you discover a hazard either make the area safe (if safe to do so) or, if safe to do so repair and
report the hazard to your supervisor or trainer. Your supervisor/trainer will complete a hazard
report form and submit to the safety officer.
Reporting injuries
Should yourself or someone else be injured bring this to the attention of your supervisor or trainer
who will organise for medical assistance and will complete an injury report form.
Reporting unsafe acts
If you observe an unsafe act or condition you are required to report this to your supervisor or
trainer.
4.5 Course Fees
Course fees are calculated on an individual basis due to eligibility for government funding of some
learners. To ascertain if you are eligible, contact the RTO directly. If you are not eligible for
government funding, you will be provided the option of a payment plan for self-funding or your
manager/organisation may approve training costs for you. In this instance, consult with your
manager in the first instance.
If you are self- funding your studies we can set up a payment plan for you to cover the costs
spread over your enrolment period. Please contact us for further details.
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4.6 Payment terms and conditions
Life Without Barriers RTO will:
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Ensure the mandated enrolment fee and other charges are disclosed, along with the
unit of competency or full qualification charges that are confirmed prior to enrolment;
Ensure charges are approved from State/Regional budget representative before
learner commences their qualification/course( when funded from an organisational
budget);
Ensure the prospective learner/client/sponsor is informed of the total amount of all
fees including that of administration, course, materials and any other charges;
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Ensure learners/clients/sponsors are informed of the payment terms including the
amount of fees to be paid, the timing and any non-refundable deposits or components
of the fees;
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The fees for additional services including costs for replacement qualification transcripts,
extra tuition/assessment time in addition to the initial agreed course training and
assessment;
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Not release training materials until all fees are paid up to date.
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Provide the learner with a copy of the RTO Learner Payment Agreement and Refund
Policy.
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Ensure the learner/client/sponsor is informed that payment is required within 30 days
of receipt of an invoice and payment can be made by going on to LWB website and
accessing the Payway system or by bank transfer.
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When an instalment payment becomes more than 10 days overdue, the RTO reserves
the right to suspend training services until such time payment is made to bring fees up
to date.
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Learners who have difficulty in paying their fees are invited to call LWB RTO to make
alternative arrangements for payment during their period of difficulty
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Long-term outstanding amounts will be referred to a debt recovery agency to ensure
collection of all fees, this will be at the expense of the learner.
Where payments are made/required in advance, the RTO will not:
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As agreed prior to the commencement of training, accept payment of more than $1000 for
each instalment;
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Issue a certificate to a learner who has completed the requirements of the training program
unless all agreed fees a learner owes the RTO has been paid.
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LWB Employee Specific
Where LWB pays for LWB employees training the following terms and conditions apply:
Instance
Charges
If an employee voluntarily exits LWB within
6 months of completion of a qualification,
skill set or units of competency
Exiting employee must pay LWB RTO 100% of
the cost of the training program completed.
If an employee voluntarily exits LWB within
12 months of completion of a qualification,
skill set or units of competency
Exiting employee must pay LWB RTO 50%
Of the cost of the training program completed.
Where the LWB employee has been signed into a traineeship/apprenticeship the following terms
and conditions will apply:
Instance
Charges
If an employee withdraws from their
traineeship/apprenticeship or qualification
The employee will be charged for any costs
incurred by the RTO that have not already
been paid, plus an administration fee of $300
for processing
If an employee is cancelled from their
traineeship/apprenticeship by LWB or
qualification
Depending on the circumstances of the
cancellation of the
traineeship/apprenticeship, LWB or the
employee will be charged for any costs
incurred by the RTO that have not been
already paid, plus an administration fee of
$300 for processing
4.7 Refunds
LWB RTO will ensure that Learners receive a refund, or partial refund in circumstances outlined in
the table below learners will be provided with a withdrawal/refund application form upon request
from us.
Instance
Charges
A course is cancelled by LWB RTO
Full refund
A learner is unable to satisfactorily complete an LLN
assessment
Full refund
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There are exceptional or extraordinary circumstances
which prevent a learner from commencing training such as
illness, extended hospitalisation, and childbirth.
Full refund
A learner withdraws their enrolment (in writing) greater
than 15 days prior to commencement
Full refund
A learner withdraws their enrolment (In writing) less than
15 days of commencement of training
An administration fee of
$300 will be retained
If a learner withdraws their enrolment after training
commencement
An administration fee of
$300 will be retained and a
partial refund made where
applicable* (See below).
If a learner withdraws their enrolment after 75% or more of
the training has been conducted
No refund
A learner/ client has overpaid or an administration error
has occurred which has resulted in the learner being
overcharged. In either case the discrepancy will be dealt
with within 5 business days and additional monies paid will
be refunded to the learner/client.
Learner/ client/ Sponsor
will be refunded the
amount of the discrepancy
*A partial refund is calculated on a pro-rata unit based formula e.g.: on a 10 unit
program where the student withdraws their enrolment after 5 units the refund will be
50% of the course cost, minus the administration fee of $300.
For further information please contact us.
4.8 Cancellations
Students must notify us immediately if they decide to discontinue studies for any reason. We will
send a Withdrawal / refund application form to complete and return to us financial penalties may be
incurred as a result of a cancellation if the RTO has incurred out of pocket expenses as a
consequence of the cancellation. Should cancellation occur, please refer to the RTO fees and
refunds policy.
5 Rights and responsibilities
5.1 Rights and responsibilities of Students
When you sign and submit your enrolment form you make an agreement with LWB RTO that you
will follow policies and procedures and:
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Discuss qualification choices with your supervisor in light of your job role/description, career
management and learning pathway
Be sure you can commit to the study necessities before completing and sending enrolment
and RPL applications to RTO
Be responsible for your own learning and follow your provided training plan
Actively seek further readings if required
Ask for assistance if you need it
Photocopy and keep a copy of all documents before submitting for marking
Notify your supervisor and the RTO if you decide to discontinue your studies for any reason
or if you are unable to complete an assessment by the due date
Notify the RTO if you change address or contact details
Complete an evaluation form when provided by your trainer or the RTO.
Treat all staff, students and the general public with respect, fairness and courtesy
Be punctual and regular in attendance to scheduled meetings/sessions
Use protective equipment where required and follow all Workplace health and safety (WHS)
instructions
Report any WHS or environmental incidents to supervisor or trainer/assessor.
Those students who are undertaking study under a traineeship contract have additional
responsibilities. For more information, please contact the Australian Apprenticeship and
Traineeship Information Centre on 1800 338 022 or contact us at the RTO.
LWB RTO Students must not:
 Plagiarise, collude or cheat in any assessment event or examination
 Harass fellow students, staff or the general public, either face to face, over the phone or
through any social media
 Engage in behaviour which may offend, embarrass, threaten or harm other students, staff
or the general public
LWB RTO students have the right to:
 Be treated fairly and with respect by trainer/assessors, other staff and students
 Learn in an environment free of discrimination and harassment
 Pursue educational goals in a supportive and stimulating learning environment
 Have records and personal information stored and maintained in a confidential, secure and
professional manner
Receive information about assessment procedures and my progress in the course in a timely and
professional manner.
Learners will be supported throughout their chosen course. However, there is an expectation that
the learner will make a commitment to completing assessments on time, attending
class/workshops when required, and working with their trainer to complete their qualification.
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5.2 Workplace Supervisor Responsibilities
It is the workplace supervisor’s responsibility to:
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Discuss and direct learners to RTO Intranet or National Training Coordinator on expression
of interest in accredited courses offered by LWB RTO .(Applicable to LWB Employees)
Discuss qualification choices in light of learner’s job role/description, career management
and learning pathway
Discuss capacity and capability to supervise learner’s qualification choice with National
Training Coordinator
Monitor and coach learners and provide feedback and guidance
Assist in the understanding of assessment tasks and provide adaptations/contextualisation
as necessary
Support learners by allocating study time at work each week. This is also a requirement
under traineeship and apprenticeship arrangements.
The Workplace Supervisor is also required to:
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Complete Workplace Documents, which includes supervisor’s third party and/or
observation/monitoring reports
Trainer/assessors are required to ensure that documents are completed entirely including
dates, signatures and feedback as required. If there is a lack of evidence provided for any
unit and either the supervisor or the learner has not signed them off completely, the
trainer/assessor will indicate that the learner is ‘not yet competent’. The trainer/assessor will
then detail the evidence the learner needs to provide to be deemed as competent
Each workbook provided has a number of written assessments for learners to complete. The
workplace supervisor should support the learner if they are experiencing difficulties, however
you may notify the trainer/assessor to assist you. Learners will be deemed either competent
or not yet competent. If the learner is deemed not yet competent, they will have the
opportunity to resubmit their work and will be provided with guidance from the RTO Team or
their trainer/assessor.
Workplace supervisors, are NOT responsible for assessing competency, but are asked to
complete checklists/reports asking for verification of ‘competency’ in particular areas, and
signature for verification, with short comments welcome
Some workplace supervisor’s organise regular meetings with their learners to work through a
section of a workbook, discuss the topic and individually work on assessment questions. This
type of group meeting works well and enables learners to share ideas and feel a greater
connection to the study material.
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5.3 Trainer/assessor responsibilities
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Maintain current qualifications, industry currency and participate in professional development
activities regularly.
Respond to calls/emails from learners/ RTO promptly
Fulfil all obligations as required by LWB RTO
Conduct training and assessment according to training plans, training and assessment
strategies and training session plans.
Contact and provide support to students throughout their study as directed
Provide assessment services as required and ensure all paperwork is completed accurately
before submitting to the RTO
Treat other staff and students fairly and respectfully
Report any health and safety issues immediately to the appropriate person
5.4 LWB Responsibilities as an RTO
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Maintain the RTO Intranet site
Source quality resources and learning materials
Undertake assessments
Ensure trainers and assessors are qualified to train and assess according to industry
standards
Provide support and assistance to learners
Support workplace supervisors and Australian Apprenticeship Centre’s with enlisted trainees
and eLearning requirements
Ensure the smooth transition of learner and supervisor engagement throughout course
programs, providing training plans and monitoring the efforts of learners, supervisors and
trainer/assessors
Maintain learner’s records in accordance with the Industry Standards
Maintain LWB RTO registration
Ensure that all course programs meet the industry and training package standards
Provide learners with feedback and results as required, and issue awards when deemed
competent in a qualification and/or statement of attainment.
Collect learner and employer feedback for continuous improvement practices
Remain financially viable
Have relevant policies and procedures in place to ensure the RTO operates under and
complies with all VET regulations
5.5 Harassment
Harassment is conduct which is unwanted, unwelcome and unsolicited which may be offensive,
intimidating or demeaning to any individual or group of people
LWB RTO will not accept harassment under any circumstances; Types of harassment may include:
Verbal harassment such as,
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Repeated suggestive comments
Jokes or insulting remarks
Persistent personal invitations or requests
Physical harassment such as,
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Deliberate physical contact
Persistent staring or rude gestures
Displaying sexually graphic or offensive material
Destruction of personal belongings
Under Federal and State legislation, it is unlawful to discriminate against anybody on the grounds
of:
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Sex
Sexuality
Race
Physical/intellectual disability
Marital status
Pregnancy
Age
If you feel you are being harassed it is important to deal with the matter immediately. Please
contact your trainer/assessor or contact the RTO directly. If an individual wishes to make a
complaint, the RTO will use the complaints and grievances procedure. All complaints will be
treated seriously and dealt with quickly and confidentially.
5.6 Disciplinary procedures
LWB RTO reserve the right to ask any person to leave a course if that person wilfully:
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Disrupts the orderly progress of a course;
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Breaches their responsibilities as outlined above;
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Breaches the law;
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Breaches RTO policy;
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Cheats in examinations.
Penalties may include:
 A reprimand;
 Failure in assessment;
 Suspension from classes/ programs;
 Expulsion from classes/ programs;
 Prosecution.
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6 Learner Support
LWB RTO offers a range of formal and informal support services for learners. These services
include:
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Access to a workplace supervisor
Access to a trainer/assessor
Access to national training coordinator
Access to national RTO administrator
Access to national RTO quality & compliance consultant
Language, literacy and numeracy support
Cultural support
Disability support services
Counselling services
Referral to external support providers
Please be sure to contact your supervisor, trainer/assessor or the RTO for assistance. We are here
to assist you with all your training and assessment needs. If you have an expected appointment
with your assigned trainer/assessor but are unable to keep the appointment or wish to have it
postponed, please be sure to contact them directly or the RTO Team, who can pass the message
on for you, as soon as you are aware of the change to avoid unnecessary inconvenience.
LWB RTO has counselling support available to all learners through our employee assistance
program. Appointments can be made 24 hours a day, 7 days per week by contacting 1300 135
600.Other specialised support may be arranged upon request, with an individual assessment to
determine approval. Support access to resources; literacy and numeracy development etc. will be
provided through lwb or referred to another agency as deemed necessary.
Our commitment to support learners and ensure fair and equitable treatment is also covered under
legislation:
The sex discrimination act 1984
The human rights and equal opportunity act 1986
The racial discrimination act 1975
The NSW anti-discrimination act and disability discrimination act 1992
6.1 Language, Literacy & Numeracy
LWB RTO understands the importance of skills in English language, literacy and numeracy (LLN)
and recognises that many adults do not have the LLN skills they need to effectively participate in
training.
Due to the complexity and level of skill required to work effectively in community services, a
satisfactory level in reading, writing, numeracy and oral communication is needed to successfully
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complete a qualification. All prospective students are required to complete a language, literacy and
numeracy (LLN) evaluation prior to enrolling into a qualification. The LLN evaluation is tailored to
the level of the qualification you wish to enrol in and the results will determine if you posess the
level of LLN skills required to study and complete the qualification of your choice. If the result of the
LLN evaluation indicates skills gaps we will discuss this with you, the support you may require and
may offer you an alternative qualification.
In the course of your studies, if you are having any difficulty in the areas of language, literacy or
numeracy, you should discuss this with your workplace supervisor or trainer/assessor. LWB staff
will work with you to identify appropriate learning supports and adaptations that may be required.
Our LLN policy statement and policy guideline is available on request.
6.2 Access & Equity
Access and Equity ensures fairness and can be achieved through practices that are free from bias
or discrimination. It provides individuals with the opportunity to access, participate in, and achieve
outcomes of vocational education and training. LWB RTO is committed to offering access to
services on the basis of eligibility and relative priority, regardless of other factors such as race,
colour, national origin, sex, religion, marital status, age, physical and intellectual impairment,
political convictions and sexual preferences.
LWB RTO will ensure:
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That inclusivity is incorporated into our learning culture
Individual differences and students with particular needs will be acknowledged, respected
and valued and confidentiality will be maintained at all times
Every student has the opportunity to participate and achieve the same outcomes as other
members of the community
Students are aware of support programs and assistance
Allowances will be made for events of major cultural importance to student/s
No student/trainee is disadvantaged in their education and training at LWB RTO
Identify barriers to participation and develop strategies to help overcome these barriers
Implement procedures and strategies aimed at achieving equal educational and vocational
opportunities and outcomes
Ensuring assessments are equitable for all persons, taking into account of cultural,
linguistic and physical capability needs
Our Access and Equity Policy Statement and Policy Guideline is available on request.
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6.3 Reasonable adjustment
LWB RTO is committed to comply with anti-discrimination and equal employment opportunity laws
and regulations to ensure that students with disability or any other particular conditions are not
discriminated against. LWB RTO recognises that some students may require alternative
arrangements for their learning and assessments. This may be due to a disability, medical
conditions or religious reasons. As a result the usual format of the learning and assessment
approach may not be suitable for learners and adjustments will be discussed.
The purpose of reasonable adjustment is to make it possible for learners to participate fully. It’s not
to give learners with a disability an advantage over others, to change course standards or
outcomes, or to guarantee success.
LWB RTO will make all reasonable adjustments possible to cater for different needs of learners
with disabilities and maintain the integrity of the unit of competency the learner is being assessed
against.
If you have a disability that may impact on or prevent you from undertaking training and
assessment please disclose this to us on your enrolment form or give us a call.
7 Recognition
7.1 Mutual Recognition of Qualifications & Credit Transfer
In accordance with the RTO standards for mutual recognition, LWB will recognise qualifications
and statements of attainment issued by other RTOs from all states and territories in Australia.
Where a person provides evidence of successfully completing a unit that is identical or is
superseded and equivalent, and currently included in a course on our scope of delivery, the learner
will not have to complete that unit again. The learner must present an original statement of
attainment/transcript clearly indicating units undertaken and results obtained to receive the credit
transfer.
7.2 Recognition of Prior Learning (RPL)
The RTO acknowledges that people can demonstrate competence through experience gained in a
variety of ways over time. You may elect to have this experience recognised through the RPL
process and if granted you will not be required to undertake study for those units. Further
information regarding RPL is available from the RTO in the form of an RPL Kit, which can be
emailed or posted to you.
LWB recognises that competencies can be achieved in a number of ways:
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Through formal or informal training
Through work experience
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through general life experience
through any combination of the above
All assessment pathways must incorporate recognition of prior learning (RPL), which allows
competencies held by individuals to be formally benchmarked against the national competency
standards they are working towards achieving.
If you are considering applying for RPL you will need to look closely at the elements and the
performance criteria of the unit of competence you are considering and ask yourself whether you
can produce enough evidence to show competency consistently over time.
If you believe you have, then the next step is to complete the application for RPL form and submit
this to LWB RTO.
7.3 Evidence you may submit to be considered for RPL could include:
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Certificates of achievement/attainment/completion
Record of academic results
Curriculum Vitae/Resume
Samples of work (portfolio)
References/letters of support
Demonstration of skill
Articles about your employment
Articles about your community involvement
Evidence of committee work
Materials/tools worked with
Referee/industry representatives
Video/DVD/audio cassettes
Published works
Work letters/memos/emails
Speeches written
Essays
Competency audits
Photos/scrap books
Budgets produced
Magazine/newspaper articles about your work
Rosters/timesheets
Duty statements/job specifications/job descriptions
Community industry awards
Outlines/transcripts of courses attended
Self-completed work products
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Supervisor reports or other third party reports
Once LWB RTO receives the RPL application form, we will arrange an interview between you and
your trainer/assessor to help assess the outcome of your RPL application.
If we agree you are eligible, then we will negotiate a time frame with you for you to collect your
evidence. This time frame will not be longer than 1 month, extensions to this timescale may be
granted depending on the circumstances. You will be allocated a trainer/ assessor support you
through the RPL process.
You will be given a unit descriptor for each of the units of competence that you have chosen from
the qualification you are undertaking. This guide outlines the performance criteria for which you will
need to be able to provide evidence of competence.
Once you feel you have sufficient, relevant evidence collected and have photocopied it, had a JP
authenticate formal qualifications not obtained with LWB, and submitted it through to the RTO, we
will engage your trainer/assessor to assess your evidence in relation to the qualification units of
competence that you are seeking RPL in.
If the trainer/assessor is not satisfied that you meet all the assessment criteria, you will be asked to
resubmit or provide further evidence. If you are unsuccessful on your resubmission we will advise
the reasons why this decision has been made and make recommendations that you commence
training and take the training and assessment pathway.
LWB will endeavour to support you through the process. You can contact us during business
hours on – 02 4033 4500 and request to speak to a member of the RTO Team. Alternatively you
can email rto.learning@lwb.org.au
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8 Assessment Process
You will be required to submit assessments to the RTO. If you receive a ‘not yet competent’ (NYC)
result for an assessment or unit of work, you will have the opportunity to resubmit the work. The
cost of your training includes the opportunity for reassessment of each unit on 3 occasions. Should
you require more than 3 attempts to successfully complete assessment for a unit an additional fee
will be charged. This information can be found on the qualification costs sheet you were provided
with along with this learner handbook. Your trainer and assessor will provide advice to help you
complete your assessment for resubmission.
There is a requirement for periodic workplace assessments and monitoring visits (when possible)
to be conducted by your trainer and assessor (or their representative) to ensure compliance in your
training and assessment obligations in line with the relevant training package. You will be
contacted in sufficient time to organise visits at mutually convenient times .if you do not have
access to a workplace a simulated environment may be provided.
For written assessments, please ensure:
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Answers are word processed: 12 point font; normal margins; with your name and unit title in
the header of document, if you have access to a computer. If not, please PRINT in legible
writing
Work is submitted with a completed/signed assessment cover sheet
All questions and activities are completed
You have kept separate copies (on your computer & a printed version) of your
submitted work
All work is 100% your own with proper referencing where required (see plagiarism)
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8.1 Practical Components
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Some units within your training course will require hands-on, practical training and
assessment. You will be advised by your trainer/assessor or training coordinator of your
course requirements.
If you are not currently working in the sector applicable to the qualification that you are
studying, a work placement (working at an organisation to gain experience in the field) may
be required. You will be assessed against practical components before you can receive
your qualification.
Traineeships require learners to complete on-the-job training. Your trainer/assessor will
explain your training plan to you and advise when assessments will occur on-the-job. If you
feel you are not yet ready for on-the-job assessment, be sure to discuss this with your
trainer/assessor and supervisor well before the date of assessment.
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8.2 Appeals
LWB is committed to providing a fair and equitable appeals system in accordance with industry
standards. An appeals process is established for learners who wish to challenge the results of a
decision made by the RTO or its staff.
Grounds for appeal may include:
 Appeal of an assessment decision made
 Special consideration
 Learner discipline (including cheating, unfair advantage and plagiarism
 Unsatisfactory progress
 Exclusion
 Admission, enrolment, transfer and withdrawal
 Fees and charges
 Bullying
 Discrimination
 Harassment
 Privacy and;
 Conduct that has an unreasonable negative impact on the student
Appeal Process includes:
Assessment appeals
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The learner or other party contacts the RTO to obtain an appeal form or accesses the form
from the company intranet.
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The learner or other party submits an appeal form to the RTO within 14 days of receiving
their final assessment result if appealing and assessment decision) or within 14 days of any
decision made by the RTO that the individual wishes to appeal)
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The RTO will organise a different assessor to re-examine the evidence and make a
judgement on the result when dealing with assessment appeals.
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If a practical re-assessment is required the RTO will nominate an assessor to conduct reassessment
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The assessor submits the outcome of the re-assessment to the RTO who will compare the
outcomes and provide a written statement of the process and outcome of the appeal to the
learner within 14 days of receiving the complaint.
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The nominated RTO representative will discuss the findings with the learner.
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If the learner or other party is still not satisfied with the result they can seek assistance from
relevant external authorities such as the Office of fair trading.
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Other appeals
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The learner or other party contacts the RTO to obtain an appeal form or accesses the form
from the company intranet.
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The learner or other party submits an appeal form to the RTO within 14 days of receiving
any decision made by the RTO that the individual wishes to appeal)
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The RTO will refer the appeal form to the CEO of the RTO for consideration. The CEO will
contact the person to discuss the grounds for appeal.
The CEO will consider the appeal and make a decision on the outcome within 14 days of
receiving the initial appeal form.
The CEO will contact the appellant to discuss the findings of the investigation and any
subsequent actions.
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If the learner or other party is still not satisfied with the result they can seek assistance from
relevant external authorities such as the Office of Fair Trading.
9 Feedback & Evaluation
The ‘learner questionnaire’ form and midpoint training evaluation (provided by the RTO team) is to
be issued to participants in all courses and traineeships for the purpose of monitoring, evaluating
and maintaining training services. Government funded participants are required to complete all
surveys as part of the contractual agreement for funded places. Additional surveys may be
required depending on the funding arrangements of the program you are enrolled in. participants
exiting prematurely are also given an opportunity to complete and return an evaluation form. This
information will be analysed to identify improvements to future service delivery.
The forms, once completed, should be sent to national RTO quality & compliance consultant. All
suggestions and feedback will be reviewed at regular staff meetings for action, and will be attached
to meeting minutes for continuous improvement practices. If an issue of a serious nature is
identified, steps will be taken to address this as per LWB’s complaints and grievances policy and
procedure. If you are not happy with the service you are receiving or the materials you are using at
any time during your study, please contact us to discuss the issue as soon as possible. We
welcome all constructive feedback from participants.
9.1 Complaints and Grievances
LWB and the RTO encourages you to report any complaints or grievances that you may
have against a member of staff, other program participant, content or nature of training
delivery or any matter that you believe needs addressing. In most cases complaints and
grievances are the result of a misunderstanding which can be rectified quickly.
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All complaints or grievances will be treated with respect, seriousness and confidentiality. All
reported formal complaints or grievances will be reported back to you in writing to keep you
informed of the progress and outcome of investigations.
Learners should advise their workplace supervisor of any concerns that they may have regarding
their progress throughout their studies. LWB has a process in place for managing complaints and
grievances. Initially, attempts to solve the situation through discussion and conciliation will be
made. Where the grievance cannot be solved harmoniously in a timely manner through discussion
and conciliation, LWB recognises the need for an appropriate, external and independent agent to
mediate between parties.
Complaint and grievance process includes:
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Learner attempts to resolve complaint informally with the person involved depending on the
circumstances.
Learner contacts the RTO to discuss the issue and determine if they want to lodge a formal
complaint.
If a formal complaint is lodged the complaint is considered and investigated by the RTO
Outcomes will be recorded in writing and the learner receives a written statement of the
outcome including the reasons for the decision.
If a resolution is unable to be achieved, and the learner is not happy and wishes to proceed
with the grievance, the grievance is referred to the CEO
The CEO will examine the grievance and may make recommendations to resolve the matter
or may suggest the matter is referred to an external body.
10 Awarding of Qualifications
Learners who successfully complete all of the required units of competency for their qualification
will be issued the appropriate full certificate and/or statement of attainment. These will be issued
within four weeks of the completion of the training to learners who have paid their fees in full where
applicable; and/or had their traineeship contract completed and verified by their supervisor.
The RTO charges a fee of $25 for reproduction of certificates if your certificate is lost or damaged.
This is to cover all administration, postage and material costs associated with re-issuing
certificates.
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11 Study Tips
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As you work through your learning material make notes or highlight key points
If completing a learner workbook, use additional paper as necessary to answer questions
and attach to your work, including your name and unit code on each sheet
Choose a quiet, uncluttered place to study and set a regular study time
If you have a long break from study, review what you last read before continuing
Set study goals or ensure you are working to your training plan and referring to it at regular
intervals
To reinforce your learning, record main points on a recording device and play back.
Let your family and friends know your study routine to limit interruptions
“Return to Study” workshops may be available depending on the funding arrangements of
the program you are enrolled in
11.1 Plagiarism
Plagiarism is the use of other people's words, ideas, research findings or information without
acknowledgement, that is, without stating where you got the information. Sources include: books;
the internet; photos; magazines; movies; etc.
Unintentional plagiarism can arise from an incomplete understanding by learners of the nature of
referencing in education. Some plagiarism is intentional; this is cheating.
Another issue to be aware of is collusion, “acting with another person with the intent to deceive,”
i.e. submitting another person’s work or group work for an individual assessment etc.
11.2 Referencing
Referencing is an important part of educational writing. For diploma level learners, it would be
encouraged and good practice to use the popular format, American psychological association
(APA style). For more information go to: http://www.apastyle.org/index.aspx
Examples of referencing:
Baastin, D. (1992). The creators: A history of the heroes of the imagination. New York: Random
House.
Meeting the needs of counsellors. (2001, May 5). The Sun Herald, p22.
Parano, H.E. (2008, March-April). Making of a perfectionist. Woman’s Weekly, 41, 80-86.
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12 Privacy and your personal information
Privacy legislation sets Information on Privacy Principles which must be observed by
organisations that hold personal information. LWB’s Privacy Policy provides information about
the personal information that LWB collects, and the ways in which LWB uses that personal
information.
LWB RTO aims to comply with all Privacy legislation as applicable in each State or Territory as
follows:
 The Privacy Amendment (Enhancing Privacy Protection) Act 2012-NSW
 Information Privacy Act 2014-ACT
 Information Act-NT
 Information Privacy Act 2009-QLD
 Privacy and Data Protection Act 2004-VIC
 Personal Information and Protection Act 2004-TAS
 Freedom of Information Act 1992-WA
 Information Privacy Principles-SA
12.1 Personal Information Collection
LWB collects and uses the following kinds of personal information:
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Information about transactions carried out in the purchase of training resources and/or
training programs
Information that you provide for the purpose of undertaking a quality training program
Any other information that you send to us that is relevant to obtaining your chosen
qualification
12.2 Using Personal Information
LWB may use personal information to:
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Administer our training programs appropriately and safely
Send products and/or information regarding training to you
Supply you with services that you can purchase
Send you statements, invoices and or training program documentation
Collect payments from you
Send you marketing communications
Where LWB discloses your personal information to government departments for the purposes of
training, the department in question will be obliged to use that personal information in
accordance with the terms of applicable privacy legislation/information acts.
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LWB may also disclose your personal information to the extent that it is required to do so by law, in
connection with any legal proceedings or prospective legal proceedings, and in order to establish,
exercise or defend its legal rights.
Sharing information with agencies or professionals other than those identified above will only occur
with the prior written consent and agreement of learners whose information is sought. A validation
of the learners’ identity is also required prior to the release of any personal information.
12.3 Securing your data
LWB will take reasonable technical and organisational precautions to prevent the loss, misuse or
alteration of your personal information. LWB will store all the personal information you provide on
secure servers. Beyond the mandated period established by industry and regulatory requirements
to store records, all training and assessment and personal information retained will be securely
destroyed.
12.4 Access to your records
Learners may seek access to their own personal information kept on their behalf. To make a
request, learners need to contact the RTO Team in writing. LWB also requires you to verify your
identity and specify what information you require.
Records that can be accessed by learners include:
 Qualifications issued
 Records of results ,academic transcript or testamur for units achieved as part of a
qualification
Please note: If a learner requires a re-print of a specify certificate as prescribed above, a small fee
will be payable for this service.
 Reports of units achieved and or units a learner is enrolled to complete
 Personal details supplied by the learner to the RTO as part of the enrolment process
 Completed assessment work (Up to 6 months after completion only)
 Assessor comments or marking sheets (Up to 6 months after completion only)
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Acronyms and Definitions
Accredited Course
A structured sequence of vocational education and training that has been accredited, and leads to
an Australian Qualifications Framework (AQF) qualification or statement of attainment.
AQF
The Australian Qualifications Framework is the framework that defines all qualifications recognised
nationally in post-compulsory education and training within Australia.
NVR
The National Vocational Education & Training Regulator provides a set of nationally agreed
standards that ensures national consistent, high-quality training and assessment services for
clients of the Vocational Education and Training (VET) system throughout Australia.
ASQA
The Australian Skills Quality Authority regulates courses and training providers to ensure nationally
approved quality standards are met.
Assessment
The process of collecting evidence and making judgments on whether competency has been
achieved to confirm an individual can perform to the standard expected in the workplace, as
expressed in the relevant endorsed industry/enterprise competency standards or the learning
outcomes of an accredited course.
DEEWR
Department of Education, Employment and Workplace Relations
LLN
Language, Literacy and Numeracy
NRT
Nationally Recognised Training
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Qualification
In the Vocational Education and Training (VET) sector, qualification is formal certification, issued
by an RTO under the Australian Qualifications Framework (AQF), stating that a person has
achieved all the requirements for a qualification as specified in a nationally endorsed Training
Package or in an AQF accredited course.
Statement of Attainment
A record of recognised learning which may contribute towards a qualification outcome, either as
attainment of competencies within a Training package, partial completion of a course leading to a
qualification, or completion of a nationally recognised short course.
RTO
Registered Training Organisation. An organisation registered in accordance with the NVR
standards and conditions, within the defined scope of registration. Only an RTO can issue
qualifications that are recognised by the AQF.
RPL
Recognition of Prior Learning. The formal acknowledgement of a candidate’s current competencies
regardless of how, when or where the learning occurred. (Sometimes referred to as RCC –
Recognition of Current Competencies)
Scope of Registration
Training delivery and assessment services and products that an RTO is registered to provide and
issue AQF qualifications and statements of attainment for.
Training Packages
National industry benchmarks for nationally recognised vocational outcomes in the VET system.
An integrated set of nationally endorsed competency standards, assessment guidelines and AQF
qualifications for specific industry or enterprise. They also consist of support materials such as
learning strategies, assessment resources and professional development materials.
Unit of Competency
The specification of knowledge and skill and the application of that knowledge and skill to the
standard of performance expected in the workplace and to industry standards.
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Learner Handbook
VET
Vocational Education and Training. The VET sector is responsible for developing the skills and
knowledge of individuals for work. It encompasses vocational education and training undertaken in
industries, enterprises, government agencies, and community and school settings.
Need More Information?
CONTACT:
Registered Training Organisation
Life Without Barriers:
352 King St, NEWCASTLE NSW 2300
PO box 2226, DANGAR NSW 2309
PH: (02) 4033 4576 Fax: (02) 4927 5113
Email: rto.learning@lwb.org.au
Document is considered uncontrolled once printed
Date of last review: 01.04.2016
RTO.01.01.02
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Registered Training Organisation
Learner Handbook
………………………………………………………………………………………………………
(Tear off slip)
Please complete and return if you have not already completed an enrolment form.
I, ………………………………………….. have read the learner handbook and acknowledge that I
understand its contents.
…………………………………………
SIGNED
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DATED
Document is considered uncontrolled once printed
Date of last review: 01.04.2016
RTO.01.01.02
V10
35