First Aid Alive Policy and Procedure Manual
A Policy and Procedure Manual for a Registered Training Organisation (RTO) regulated by the Australian Skills Quality Authority (ASQA) outlines the rules and guidelines governing the operation of the RTO, ensuring compliance with the Standards for Registered Training Organisations (RTOs) 2015.
1. Introduction and Purpose
Policy:
This policy outlines the operational structure and purpose of the RTO, including a commitment to delivering high-quality Vocational Education and Training (VET) services in compliance with ASQA regulations.
Procedure:
- The RTO ensures that all staff and students are informed about the purpose and scope of the RTO’s operations.
- Regular reviews and updates to this manual will be conducted to ensure compliance with ASQA and relevant legislation.
2. Compliance with ASQA
Policy:
The RTO is committed to maintaining compliance with all ASQA standards, including the Standards for RTOs 2015 and any other applicable legislation.
Procedure:
- The RTO will conduct internal audits and assessments of its operations regularly.
- Any non-compliance identified during audits will be addressed promptly, with corrective actions taken.
3. Governance and Management
Policy:
The RTO is governed by a Board of Directors (or similar governance structure), and operational management will be carried out by senior leadership.
Procedure:
- The roles and responsibilities of the governance body and management are clearly defined.
- Regular meetings and reports ensure that decision-making is transparent and in line with regulatory requirements.
4. Training and Assessment
Policy:
The RTO provides quality training and assessment services that meet the needs of learners and the requirements of industry.
Procedure:
- Training and assessment strategies must align with the qualification’s requirements, ensuring that learners achieve the necessary skills and competencies.
- Trainer/assessor qualifications must meet the minimum requirements set by ASQA.
- Assessment tools used must be validated for reliability, validity, and fairness.
- Regular review and evaluation of training delivery and assessments will be conducted to ensure they meet learner and industry needs.
5. Student Enrolment and Induction
Policy:
The RTO follows fair and transparent processes for enrolling students, ensuring all prospective learners are provided with accurate and sufficient information about the training programs.
Procedure:
- Students must complete an enrolment form and submit any necessary documentation, including identification and prior qualifications.
- Pre-enrolment information must be provided, covering course details, fees, and support services.
A comprehensive student induction is provided, ensuring students understand their rights, obligations, and available support services.
6. Marketing and Recruitment
Policy:
The RTO must ensure that all marketing and recruitment practices are ethical and comply with the Standards for RTOs 2015, ensuring no misleading or deceptive information is provided to potential students.
Procedure:
- All marketing materials must accurately reflect the RTO’s services and outcomes and comply with all regulatory requirements.
- Any third-party marketing arrangements must also comply with these standards.
- Review mechanisms will be in place to ensure compliance.
7. Learner Support Services
Policy:
The RTO is committed to providing support services that assist learners in achieving successful outcomes.
Procedure:
- Support services include academic support, language, literacy, and numeracy assistance, career guidance, and personal support services.
Students who require additional support are identified during the induction phase, and a learner support plan is developed.
8. Assessment and Validation
Policy:
The RTO ensures that assessment practices are fair, valid, reliable, and consistent with industry standards.
Procedure:
- Assessments must be based on competency standards and must be aligned with the unit of competency.
- Validation of assessment tools is carried out regularly, involving both internal and external validation.
- Records of assessment outcomes must be securely maintained and accessible for audit and review.
9. Complaints and Appeals
Policy:
The RTO ensures that all students and staff have access to a fair and transparent process for handling complaints and appeals.
Procedure:
- A complaints and appeals policy is in place, which outlines the steps for lodging a complaint or appeal.
- The RTO will resolve complaints and appeals in a timely manner, with a clear process for investigation, outcomes, and feedback to the complainant.
10. Continuous Improvement
Policy:
The RTO is committed to a process of continuous improvement to enhance the quality of training and assessment, and the overall learner experience.
Procedure:
- Feedback from students, trainers, and industry stakeholders will be collected and analysed.
- The RTO will implement improvements based on this feedback and ensure that corrective actions are taken where necessary.
Quality assurance and internal audits will be conducted periodically to ensure the ongoing effectiveness of the RTO’s operations.
11. Record Keeping and Data Management
Policy:
The RTO ensures that all records relating to students, training delivery, assessments, and compliance with regulations are securely stored and accessible.
Procedure:
- Records must be maintained for the duration specified by ASQA, with a backup system in place.
- Records should include enrolment forms, training plans, assessment outcomes, and complaints or appeals.
Data management systems should be protected by appropriate security measures to prevent unauthorised access.
12. Human Resources Management
Policy:
The RTO ensures that it has a suitably qualified and skilled workforce to meet the needs of students and comply with regulatory requirements.
Procedure:
- Staff recruitment processes must ensure that the right qualifications and experience are matched to the training and assessment needs.
Staff development plans must include Continuous Professional Development (CPD) to maintain compliance with the trainer/assessor qualifications.
13. Third-Party Arrangements
Policy:
The RTO must ensure that any third-party arrangements are compliant with ASQA regulations and do not compromise the quality of training and assessment.
Procedure:
- All third-party providers must enter into formal agreements with the RTO.
- The RTO must monitor and review third-party arrangements regularly to ensure compliance with regulatory standards.
14. Review and Audit
Policy:
The RTO will regularly review and audit its policies and procedures to ensure they remain up-to-date and in compliance with the Standards for RTOs 2015.
Procedure:
- Reviews and audits will be conducted at least annually.
- Updates to policies and procedures will be implemented promptly when changes in regulations or operational needs occur.
15. Fee and Refund Policy
Policy:
The RTO has a clear, transparent, and fair policy regarding the payment of fees and refunds to students. This policy complies with the Standards for RTOs 2015 and relevant consumer protection laws.
Procedure:
- Fee Schedule: The RTO will publish all fees and charges related to training and assessment, including any additional costs such as materials or resources, before enrolment.
- Payment Terms: The RTO will specify the payment terms and any available payment plans.
- Refund Process: The policy will outline scenarios in which a refund will be provided, such as:
- The RTO cancels a course.
- A student withdraws before the commencement of the course.
- Unforeseen circumstances that prevent course completion.
- Refund Request: Students must submit a written request for a refund, which will be processed according to the outlined conditions.
- Timeline for Refunds: The RTO will provide a refund within 28 days of an approved refund request.
- Fairness and Transparency: All fees and refund policies must be clearly communicated to prospective students during the enrolment process.
16. Workplace Health and Safety (WHS) Policy
Policy:
The RTO is committed to providing a safe and healthy learning and working environment for all students, staff, and visitors. The RTO complies with relevant Workplace Health and Safety laws.
Procedure:
- Risk Assessment: The RTO will conduct regular risk assessments of its training venues, including practical training sites, to identify potential hazards.
- Safety Inductions: All students will receive a safety induction at the start of their program, outlining the hazards, safety procedures, and emergency protocols.
- Emergency Procedures: Clear procedures will be in place for managing emergencies, including evacuation protocols and first aid provisions.
- Accident Reporting: All accidents, injuries, or unsafe conditions will be reported and investigated. The findings will be used to prevent future occurrences.
Staff Training: Staff must complete regular Workplace Health and Safety training to ensure they are equipped to manage potential risks.
17. Equity and Access Policy
Policy:
The RTO is committed to providing equal access to all learners, regardless of their background, gender, age, disability, cultural, or linguistic diversity.
Procedure:
- Access to Learning: The RTO will provide reasonable adjustments to support students with disabilities or specific learning needs.
- Non-Discrimination: The RTO will not discriminate on any grounds and will ensure that all students are treated fairly and equally.
- Support Services: The RTO will offer additional support services (e.g., LLN support, counselling) to assist students in overcoming barriers to learning.
- Student Support Plan: If a student requires additional assistance (e.g., language, literacy, numeracy), an individual student support plan will be developed to ensure their needs are met.
- Cultural Awareness: Staff will be trained on cultural competence to ensure they can provide appropriate support and understanding for students from diverse backgrounds.
18. Privacy and Confidentiality Policy
Policy:
The RTO will respect the privacy and confidentiality of its students, staff, and stakeholders, and ensure compliance with the Privacy Act 1988 and other relevant data protection laws.
Procedure:
- Student Records: All student records, including enrolment, assessment, and financial records, will be kept confidential and stored securely.
- Data Access: Only authorised personnel will have access to student data. Students may request access to their own records.
- Data Sharing: The RTO will not share student information with third parties without the student’s consent, except where required by law (e.g., ASQA, government agencies).
- Data Security: The RTO will implement robust data protection measures, including secure digital systems and physical storage solutions.
19. Student Welfare Policy
Policy:
The RTO will ensure that students have access to support services to enhance their learning experience and well-being.
Procedure:
- Orientation and Induction: New students will be provided with an induction session to familiarise them with the learning environment, policies, and available support services.
- Student Support Services: The RTO will offer services such as academic support, career advice, personal counseling, and financial assistance.
- Attendance and Welfare Monitoring: The RTO will monitor student attendance and progress to ensure that they are not at risk of dropping out or falling behind.
- Mental Health: The RTO will have a policy to support students with mental health issues, including referring students to appropriate services when necessary.
20. Student Rights and Responsibilities Policy
Policy:
This policy ensures that students are aware of their rights and responsibilities within the RTO.
Procedure:
- Rights: Students have the right to be treated fairly, respectfully, and without discrimination. They are also entitled to access support services and receive high-quality training and assessment.
- Responsibilities: Students are responsible for attending classes, completing assessments, abiding by the RTO’s rules and policies, and treating staff and peers with respect.
- Code of Conduct: A clear code of conduct will outline the behaviors expected of students. Violations of the code (e.g., disruptive behavior, cheating) may result in disciplinary action.
21. Training and Assessment Strategies and Practices
Policy:
The RTO will implement high-quality, compliant training and assessment strategies that
are flexible and meet industry standards.
Procedure:
- Training and Assessment Plans: The RTO will develop a detailed training and assessment strategy for each qualification, ensuring that it meets the requirements of the Training Package or VET accredited course.
- Delivery Methods: The RTO will employ a variety of delivery methods, including face-to-face, online, and blended learning, depending on the nature of the course and the needs of students.
- Assessment Methods: Assessments will be valid, reliable, and fair, ensuring that they accurately measure student competence. A variety of assessment methods (e.g., written tests, practical assessments, projects) will be used.
- Review and Validation: The RTO will regularly validate and review training and assessment practices to ensure they remain aligned with industry standards and learner needs.
22. Third-Party Arrangements Policy
Policy:
The RTO will manage third-party arrangements to ensure that any third-party providers comply with the RTO’s obligations under the Standards for RTOs 2015.
Procedure:
- Third-Party Contracts: All third-party arrangements will be formalised through written contracts outlining the roles, responsibilities, and expectations of each party.
- Monitoring and Evaluation: The RTO will regularly monitor and evaluate third-party services to ensure they maintain quality standards and comply with regulatory requirements.
- Complaints and Disputes: A clear procedure will be in place for handling any complaints or disputes involving third-party providers.
23. Appeals to ASQA Policy
Policy:
The RTO acknowledges that students and stakeholders may appeal decisions made by the RTO to the Australian Skills Quality Authority (ASQA).
Procedure:
- If a student is not satisfied with the RTO’s resolution of a complaint or appeal, they may lodge an appeal with ASQA, which will follow ASQA’s complaints and appeals process.
- The RTO will ensure students are aware of their right to appeal to ASQA and provide them with the necessary guidance on how to proceed.
24. Trainer and Assessor Requirements Policy
Policy:
The RTO ensures that all trainers and assessors possess the required qualifications and competencies as stipulated by ASQA and the relevant Training Package or VET accredited course.
Procedure:
1. Qualifications:
- Trainers and assessors must hold the TAE40116 Certificate IV in Training and Assessment or its successor.
- Trainers and assessors delivering first aid training must hold vocational competencies at least to the level being delivered. For example, a trainer delivering HLTAID011 Provide First Aid must hold a current HLTAID011 Provide First Aid Statement of Attainment or equivalent, along with relevant industry experience in first aid or emergency response environments.
- Trainers and assessors delivering CPR training, such as HLTAID009 Provide Cardiopulmonary Resuscitation, should hold a current HLTAID009 Provide Cardiopulmonary Resuscitation Statement of Attainment or higher-level first aid qualification, as well as current practical industry skills and knowledge relevant to CPR and emergency response procedures.
2. Industry Currency:
Example:
- Trainers and assessors must demonstrate industry currency and knowledge, which means they must regularly update their skills and knowledge to reflect the latest practices and standards in the relevant industry.
- Evidence may include industry certifications, recent work experience, or professional development activities like workshops, seminars, or conferences.
- A trainer for a Diploma of Information Technology may need to provide evidence of recent professional development in the field of IT or current certification in network management, cloud technologies, etc.
3. Assessment Competency:
Example:
- Trainers and assessors must be competent in assessment methods. This includes demonstrating the ability to design and conduct assessments that are fair, valid, and reliable.
- A trainer/assessor needs to show they can effectively use assessment tools such as written questions, practical projects, or case studies to assess a student’s competency.
4. Professional Development:
Example:
- Trainers and assessors must engage in ongoing professional development to ensure their skills remain relevant and up to date. This could be achieved through attending workshops, training courses, or participating in professional industry associations.
- Trainers may be required to attend at least 20 hours of professional development annually in their field or area of teaching, such as attending workshops on new pedagogical strategies or industry advancements.
25. Assessment Process Policy
Policy:
The RTO ensures that assessments are designed, conducted, and reviewed in a manner that ensures they are fair, reliable, valid, and flexible for all students.
Procedure:
1. Assessment Plan:
Example:
- Every qualification will have an assessment plan that outlines the assessment methods to be used, the assessment schedule, and the competency requirements for each unit of competency.
- The assessment plan must be aligned with the Training Package or VET Accredited Course requirements.
- For Unit BSBWHS401 – Implement and monitor WHS policies, an assessment plan might include a case study assignment for understanding WHS legislation, a practical demonstration to assess risk management strategies, and a written test for legislation knowledge.
2. Assessment Methods:
Example:
- Assessment methods should reflect the unit’s performance criteria and allow students to demonstrate their skills and knowledge.
- Assessment can include methods such as:
- Case studies
- Practical demonstrations
- Portfolios
- Role plays
- Written questions
- Simulations
- For Unit SIRXCEG002 – Maintain customer relationships, students could be assessed through a role-play to assess communication and customer service skills, a written report analysing customer interaction strategies, and a practical assessment where students interact with customers in a real or simulated environment.
3. Fairness and Flexibility:
Example:
- The RTO must ensure the assessment is fair by providing reasonable adjustments where necessary and flexible to accommodate the different needs of students (e.g., cultural diversity, language barriers, disabilities).
- A student with a visual impairment may require written assessments to be provided in an accessible format, such as braille or an electronic version that can be read by screen reader software.
4. Assessment Feedback:
Example:
- Students must receive timely and constructive feedback on their assessments. The feedback should clearly identify areas where they performed well and areas for improvement.
- After completing a practical demonstration, feedback should be provided immediately, with clear comments on the student’s strengths and any required improvements.
5. Re-assessment:
Example:
- If a student does not achieve competency, they will be offered an opportunity for re-assessment.
- The RTO will provide the student with additional support, such as mentoring or coaching, to ensure they have the best chance of achieving competency.
- If a student fails the practical demonstration assessment for a unit, they will be given an opportunity for re-assessment in the next scheduled session. They will also be offered additional support, such as extra practice sessions with a trainer.
26. Complaints and Appeals Procedure Policy
Policy:
The RTO is committed to ensuring that all complaints and appeals are handled in a timely, transparent, and impartial manner in line with the Standards for RTOs 2015.
Procedure:
1. Lodging a Complaint:
Example:
- The student must lodge their complaint in writing using the Complaints and Appeals Form available on the RTO’s website or at the student services office.
- The RTO will acknowledge receipt of the complaint within 3 business days.
- A student who is dissatisfied with their training experience (e.g., trainer behavior, course content) can submit a complaint through the Complaints and Appeals Form. The RTO will acknowledge the complaint within 5 business days and provide the student with an estimated timeline for resolution.
2. Investigation of the Complaint:
Example:
- A designated staff member (e.g., Student Support Officer) will conduct an investigation into the complaint within 30 business days.
- The investigation will involve gathering relevant information and speaking with the complainant, the trainer, and any other parties involved.
- If a student complains about the quality of the training materials, the RTO may review the materials, consult with other students, and discuss the matter with the trainer before making a decision.
3. Resolution of the Complaint:
Example:
- The RTO will make a decision and communicate the outcome to the student in writing. If the complaint is upheld, the RTO will take corrective action to address the issue.
- If the student is not satisfied with the outcome, they have the right to appeal.
- After investigating a complaint about a trainer’s approach to assessment, the RTO may decide to offer the student an additional assessment opportunity or offer training on assessment delivery to the trainer.
4. Appeals Process:
Example:
- If a student is dissatisfied with the outcome of the complaint, they may appeal the decision by completing the Appeals Form and submitting it to the RTO.
- The appeal will be reviewed by a neutral party, such as a senior manager or external consultant, who was not involved in the initial decision-making.
- If a student disagrees with a decision regarding a training delivery issue, they may submit an appeal. The RTO will provide them with a clear process for how the appeal will be reviewed and resolved.
5. External Appeals:
Example:
- If the student is still not satisfied with the outcome after the internal appeal process, they have the right to lodge an appeal with an external body, such as ASQA or the Ombudsman.
- A student dissatisfied with a re-assessment decision can appeal to ASQA after going through the RTO’s internal complaint and appeal process.
27. Continuous Improvement Policy
Policy:
The RTO is committed to continuously improving its practices and services to ensure it provides high-quality training and assessment, aligned with the needs of students and industry standards.
Procedure:
1. Feedback Collection:
Example:
- The RTO will actively collect feedback from students, staff, and industry stakeholders through surveys, focus groups, and direct feedback forms.
- Feedback will be gathered regularly to inform improvements in training delivery, student services, and overall RTO operations.
- At the end of each term, the RTO sends out a Student Satisfaction Survey to gather insights into the quality of training, assessment, and support services. Responses are used to make adjustments for the next term.
2. Analysis and Action:
Example:
- The feedback will be analysed by a designated quality team, and any trends or issues identified will be addressed through corrective action plans.
- Where improvements are needed, the RTO will implement changes and monitor their effectiveness.
- If feedback reveals that students are struggling with a particular assessment task, the RTO may review the task, provide additional resources, or offer extra support to students.
3. Internal Audits:
- The RTO will conduct regular internal audits to ensure that policies, procedures, and practices comply with the Standards for RTOs 2015.
Conclusion
This Policy & Procedure Manual ensures that the RTO operates efficiently, ethically, and in compliance with ASQA regulations. All staff must be familiar with and adhere to these policies to maintain the integrity and reputation of the organisation.
Policy Review
This policy will be reviewed regularly to ensure ongoing compliance and effectiveness.
Version: 1.0
Effective Date: 13/06/2026
Review Date: 13/06/2027
