Fortress Learning is committed to ensuring that its marketing and advertising of
complies with AQF requirements.

• It uses the NRT logo only for qualifications within scope
• When using references or endorsements about its products and services, it ensures it has appropriate permissions.
• All marketing materials are approved by an authorised member of the RTO.
• The RTO identifies training and assessment services leading to AQF qualifications and/or statements of attainment separately from other training services they might provide.

Fortress Learning supplies accurate, relevant and up-to-date information to prospective students and contractors prior to completing written agreements.

Fortress Learning reviews all information regularly, through its version control policy, to ensure accuracy and relevance.

Prior to enrolment, Fortress Learning supplies students with information about:

• Student selection processes
• Course information including vocational outcomes
• Fees and charges
• Provision for forms of assistance where appropriate
• Opportunities for RPL/ credit transfers

The following process applies to enrolment and selection.

At all levels of operation, Fortress Learning is committed to the principles of access and equity. Equity is about justice and fair dealing, not necessarily about treating all people the same way. Access ensures that any disadvantaged persons or groups in our community will have the provision of training services. Fortress Learning Trainers and Assessors will ensure that all course participants have sufficient resources provided to assist them to successfully complete course requirements.

Some examples of this might be:
Literacy and numeracy support
Flexible delivery of training and/or assessment components of the courseAn accessible venue.

Disability Support

• In keeping with the principles of accessibility and equity, and in accordance with their responsibilities as defined under the Disability Discrimination Act 1992,Fortress Learning is committed to ensuring that all students are supported in achieving their goals. Where barriers exist for students in relation to access, participation and learning outcomes, Fortress Learning will work with the student to ensure fair and equitable access and outcomes are achieved.

Aboriginal and Torres Straight Islanders<

• Fortress Learning is committed to ensuring that Aboriginal and Torres Straight Islanders are also given sufficient support to meet their learning needs.

The induction process will include a Language, Literacy and Numeracy (LLN) indicator. This is optional and opportunity is given on the Enrolment Form for students to choose to complete this or not.

However it is recommended students complete this because the process assists trainers to better meet the individual needs of each student.

The enrolment form also offers an opportunity for students to identify any other particular needs they might have. Please discuss any concerns with your trainer.

Fortress Learning is committed to providing fair and equitable access to learning for all students and this will be monitored throughout the course.

What is RPL?

Recognition of prior learning (RPL) takes into account previous studies you may have completed as well as life and work experiences. If these experiences are relevant, you may be granted exemptions for parts of your course. This allows for fairer access to studies by ensuring you are not required to duplicate learning you have already achieved.

Using the RPL procedure is not necessarily an easy way to get a qualification. It is not a matter of time served, or amount of experience, but the specific and relevant learning that is assessed according to the prescribed competency standards. Applicants need to be committed to supporting their case by locating and providing suitable evidence and documentation.

If you believe you are eligible for RPL then fill in the Application for RPL Form available on the website at www.taa04.com.au or ask your trainer for a form to be sent to you. Send back to: Fortress LearningPO Box 13081 George Street Q 4003 Or via fax: 07 3112 4088

All applicants for RPL are encouraged to discuss this with their trainer prior to commencing the formal application process.

Steps for an evidence based RPL assessment:

Following receipt of your application form the RTO will provide you with the resources you will need to collect evidence of your current skills and experience.

• You collect evidence and return to the RTO.
• The assessor evaluates the evidence and notifies you if there are any further pieces of evidence that are required.
• The assessor negotiates an interview time with you, during which your evidence will be discussed as it relates specifically to the Competency Standards for which you are seeking RPL.
• At this point an assessor may also recommend that you complete one or more units of competence in order to satisfy requirements.
• The assessor conducts the assessment of all the evidence, and advises you of the RPL Decision Summary for Candidates?
• The assessor deems you competent.
• The RTO issues the appropriate statement of attainment or qualification.
• The length of time for this process will depend almost entirely on how much evidence you have and the time taken to collect all of the relevant evidence.
• Because it is possible that you are not aware of what RPL you may be eligible, Fortress Learning conducts an evaluation of this for you as part of its Personal Learning Plan process.Direct Credit: if you have completed some study similar to any units from the qualification in which you are enrolled with Fortress Learning, then it might be possible to award Direct Credit. Your trainer will provide further advice about this.

A key principle of the Australian Quality Training Framework is national recognition
(formerly known as mutual recognition), which means that all states, territories
and registered training organisations will recognize qualifications and statements
of attainment issued by other registered training organizations across Australia.

If you have completed Units of Competency from other Training Packages, you may
be eligible for Direct Credit. You will need to provide copies of qualifications
for Direct Credit to be granted.

FEES

Fortress Learning has a range of payment options as indicated on the Course Registration Form. Please indicate your nominated payment option on your registration form. We invite you to contact us directly to discuss any financial hardship or request for delayed/alternate payment options.

For further information call Fortress Learning on 1300 141 994

REFUND POLICY

Fortress Learning is committed to working within a fair and transparent framework for the charging of fees, the provision of protection for fees paid in advance and the refund of payments where appropriate.

Participants in Fortress Learning training programs can ask for a refund in the event of the following:

• Services are not provided e.g. cancellation of course
• The financial failure of Fortress Learning
• The fair and reasonable non-attendance of student e.g. sickness, family emergency. Such matters will be decided on a case-by-case basis by the RTO Manager
• Fortress Learning will negotiate a fair and reasonable level of refund in the event of other circumstances e.g. lack of satisfaction with services offered, or where disciplinary issues have led to a student being asked to withdraw from a program.

WITHDRAWAL POLICY

Refunds may take two to three weeks to process

An Application for Refund Form is available from the RTO on request.
Should a student wish to withdraw from a course the following will be required:

Fill out a Fortress Learning Withdrawal Form which is available from the RTO on request. Once signed, submit to trainer or send to Fortress Learning.
Fortress Learning will contact the student upon receipt of the withdrawal form to assess and discuss any outstanding issues e.g. return of course materials, completed units, outstanding fees, etc.

REPLACEMENT DOCUMENTS

A fee of $40 applies to replacement of Credentials and/or Statements of Attainment. Proof of identity may be required.

Fortress Learning is committed to establishing, maintaining and enforcing a safe system that focuses on:

• A safe work environment
• A risk management approach to safety
• Preventing injury/illness
• Complying with legislative requirements
• If, at any time during the Fortress Learning training program, you identify hazards in the workplace please notify your trainer immediately. Incident Report Forms are available from the RTO on request or can be downloaded from the website on www.taa04.com.au as required.Trainers regularly revue venues and assets to identify and mitigate risks. All hazards are reported, and are addressed through the RTO’s Risk Register and Action Plan.

Fortress Learning is aware of its responsibilities under AQTF to provide adequate protection for the health, safety and welfare of students attending face-to-face training sessions. This includes adequate and appropriate support services in terms of academic mentoring and coaching services.

Fortress Learning is also aware of their obligations towards students with a recognizable disability as defined under the Disability Discrimination Act 1992. They will work with such students to customize their services, including making reasonable adjustment to the provision of assessment services in order to facilitate their successful participation in education, training and employment opportunities.

In striving to have a skilled, competent and caring workforce, unsatisfactory student performance and/or conduct will be addressed in a professional manner to ensure a fair and consistent process in line with natural justice.

Within the framework Fortress Learning is committed to ensuring that inappropriate behaviour that may impair the learning processes or the well being of individuals is appropriately managed.

Fortress Learning students have a right to:

• Be treated fairly and with respect
• Pursue their learning activities in a supportive and stimulating environment
• Learn in an environment free of discrimination and harassment
• Be assured of privacy of their personal information and records
• Lodge a complaint without fear of victimisation.

Fortress Learning Students have responsibilities to:

• Treat other students and staff with respect and fairness
• Follow any reasonable direction from staff
• Not engage in plagiarism, collusion or cheating in assessment activities
• Submit assessment activities by the due date or seek approval to extend the due
• Return company equipment and materials on time
• Observe normal safety practices

Where a student continually breaches these guidelines or where a single incident is a serious breach of discipline, the following steps will be taken by Fortress Learning staff:

• The student will be invited to participate in a Counselling interview.
• If this is not successful then the student will be issued a first written warning.
• If this is still not successful then the student will be issued with a final written warning.
• If these repeated attempts to manage unsatisfactory student behaviour fail then the student’s enrolment will be terminated.

Fortress Learning is committed to dealing with complaints and appeals in a timely and constructive way. If wishing to make a complaint or an appeal concerning any aspect of a Fortress Learning course, the student should refer to the following process:Attempt to informally resolve the issue with appropriate Fortress Learning staff. If unsuccessful they should lodge a formal grievance in writing to the Manager at: Fortress Learning

PO Box 13081
George Street Q 4003
Or via fax: 07 3112 4088

If these attempts to settle the grievance are unsuccessful then the student can refer the matter to the Anti-Discrimination Commission Queensland on their statewide number 1300 130 670 or via TTY on 1300 130 670

Fortress Learning aims to create a working environment which is free from harassment and where all members of staff are treated with dignity, courtesy and respect.Workplace bullying and harassment can be seen as the repeated, less favourable treatment of a person by another that may be considered unreasonable and inappropriate workplace practice. For example:

• Physical
• Verbal
• Non-verbal.

Students with complaints concerning bullying and/or harassment should refer to the steps outlined in the Grievance Policy.

If these attempts to settle the grievance are unsuccessful then the student can refer the matter to the Anti-Discrimination Commission Queensland on their statewide number 1300 130 670 or via TTY on 1300 130 670

Fortress Learning is committed to providing a safe caring environment where all employees have a right to work free from discrimination, harassment and bullying.Discrimination may be defined as unfair or prejudicial treatment of individuals or groups of individuals based on personal attributes, characteristics, idiosyncrasies or associations. Sexual harassment can be regarded as any form of unwelcome sexual attention that is offensive, intimidating or humiliating.

Racial harassment is defined by harassment on the basis of race, which can vary from relatively minor abuse to actual physical violence.

Students with complaints concerning Discrimination should refer to the steps outlined in the Grievance Policy.

If these attempts to settle the grievance are unsuccessful then the student can refer the matter to the Anti-Discrimination Commission Queensland on their statewide number 1300 130 670 or via TTY on 1300 130 670

As a registered training organisation, Fortress Learning is obliged to maintain effective administrative and records management systems. This involves the retention of student records. All staff must be scrupulous in using student information only for the purposes for which it was gathered.

Students must have access to their own training records at all times.Should it be deemed necessary, information about student records can only be divulged to a third party with the written consent of the student.

If you have concerns about personal information held by Fortress Learning, you should contact the RTO Manager on 0429 145 208 or in writing to Manager, Fortress Learning, PO Box 13081, George Street Q 4003, marked Private & Confidential,

If you still feel that your concerns have not been resolved, your complaint can be sent direct to the Commonwealth Privacy Commissioner, GPO Box 5218, Sydney NSW 2001Phone: 1300 363 992 or TTY 1800 620 241

Email: privacy@privacy.gov.au.

Fortress Learning is committed to the principle of continuous improvement. This is articulated in the Continuous Improvement Plan that is available on request. This Plan aims to support and strengthen compliance with AQTF standards in a way that reflects the growth of Fortress Learning, encourages innovation and measures and monitors outcomes.

Fortress Learning will ensure that all forms and documents used in the delivery of qualifications under their scope will be accurate and up to date. As significant changes or amendments are made to documents then old versions will be recalled and new ones circulated.

At least once a year a complete review of all documents will occur with the date of review added to the Policy Index Checklist

Fortress Learning has a systematic way of ensuring that assessments undertaken are fair and reasonable and consistent with industry best practice. This is articulated in the Validation Strategy that is available upon request. Forms detailing validation processes are also available on request.

Risk management is the systematic, positive identification of threats to resources and the development of appropriate strategies which minimize risk.

Fortress Learning has a systematic way of ensuring that all risks associated with the delivery and assessment of qualifications within its scope are minimized. Their Risk Management Action Plan is available on request.

Fortress Learning is committed to issuing qualifications and statements of attainment that are within its scope of registration. It will do this in a timely manner in accordance with AQTF requirements.