About MCFE

Melbourne College of Further Education (MCFE) is a Registered Training Organisation (RTO) with the

registration number 21340, providing Vocational Education and Training (VET).
What sets us apart from other colleges is that we get to know every student; you will be more than

just a number to us, you will be part of our family. You have more one-on-one attention and support

and, as we have smaller classes than a large college, it’s easier for us to help you find work.

We believe in real skills for real jobs and we take the extra time to customise our course

materials and create new and innovative ways of delivering course content. MCFE has several

industry partners and we have a dedicated team to build our employer networks for placements and

employment opportunities for our students.

We will notify learners when any change occurs that may affect the services we are providing them. This includes:

• a change in ownership of the RTO and /or

• any changes to, or new third-party arrangements for the delivery of services to those learners.

GUIDE TO THIS HANDBOOK

The information contained in this Handbook includes important details about how our RTO works, what

you can expect from us and your rights and obligations as a student. Please read this handbook

carefully and ask questions about anything you do not understand.

If you require further information on any of our policies and procedures, please contact the office

and we will happily provide that information to you.

This book is designed for Domestic Students;

International Students should refer to the International Handbook for specific

information concerning their training.

We hope you choose to study with us and join our family.

HELPFUL CONTACTS AND USEFUL LINKS

MCFE Contact Details

Address Unit 39, 617-643 Spencer Street, West Melbourne, Victoria, 3003

Email Address [email protected]

Phone Number 1300 368 883

Australian Skills Quality Authority (ASQA)

Phone Number 1300 701 801

Website www.asqa.gov.au

Fair Work (for payrates & work conditions)

Website www.fairwork.gov.au

Lifeline Australia (Crisis Support & Mental Health)

Phone Number 13 11 14

Public Transport Victoria (PTV)

Website www.ptv.vic.gov.au/journey

Student Housing

www.scape.com/en-au/student-accommodation/melbourne

www.unilodge.com.au/city/melbourne/

www.lestudent8.com/rates-bookings/

Melbourne Events and Activities

whatson.melbourne.vic.gov.au

RECOMMENDED APPS TO DOWNLOAD

Canvas

Online Learning Management System (LMS) used by MCFE students

PTVJourney Planner

ForestStay Focused on Work

ZomatoFood and Drink Rating

Tram TrackerLive Updates and Tram Times

TodaitStudy planner

HeadspaceMeditation

TED TalksInspirational and motivational talks

QuizletRevision, flash cards and tests

Sleep CycleAnalyses your sleep and wakes you during your lightest sleep phase

AtmosphereStudy music

MemriseMemory game to help learn new things everyday

EgendaAssignment planner

CuriosityDaily dose of news that will keep your brain sharp

MonefyMoney tracker

1.  ENQUIRE: Enquire online or via a call, we will send you an email with course information and a link to the course page on our website that has detailed course information and a course brochure to download. Access the statement of fees and do some research on the course you are interested in studying.
2.  BOOK A CAll: You will receive an invitation asking you to book a time for a discussion so we can give you detailed course information and conduct a pre-training review. 
3. ENROL:  Complete the online enrolment form & pay your enrolment fee. MCFE will then review your form and clarify any further questions. Your enrolment will be processed within 2 business days. 
4. START STUDYING: When your enrolment is processed you will be sent details for when your classes commence if joining a class-based model. If joining a self-paced model you will be booked into an onboarding session and then can start immediately.

ENTRY REQUIREMENTS

MCFE conducts a detailed Pre-Training Review (PTR) to establish whether the course in question is appropriate for your needs and to ensure you fully understand the course requirements.

Our review includes:

• Discussing why you wish to enrol in the qualification

• Ensuring understanding of training and assessment methods, duration & support for the qualification you have chosen

• Discussion of prior experience and training

• Assessment of your digital literacy and access to relevant equipment

• Discussion on any individual support or wellbeing needs you may have and what we can do to help you 

RECOGNITION OF  PRIOR LEARNING (RPL)

If you want to obtain credit for skills and experiences you already have, you can complete an RPL Application form with a copy of your resume. Fees will apply for this service.

CREDIT TRANSFER

You can apply for credit transfer by providing evidence of previous studies, such as transcripts, statements of attainment, or qualification certificates. MCFE will assess the equivalence of the previous learning to the current course requirements.
If the previous learning is deemed equivalent, the student receives credit for the relevant units. No Fees apply to access credit transfer, you may receive a discount if your credit transfer is applied at enrolment.

LANGUAGE LITERACY NUMERACY & DIGITAL SKILLS

Your LLND levels are assessed during your Pre-Training Review. The LLND assessment is an indicator of how your skills match the levels of the course. The assessment helps us to determine what kind of support you might require to successfully complete the course. 

To successfully complete most training, you will need:

• Reading competencies sufficient to understand class materials and documentation used typically within industry (such as technical literature, standards documentation, procedure manuals) 

• Writing skills sufficient to prepare notes and assignments on knowledge gained from lectures, group discussions, industry experience and literature reviews, procedures, journals pro- grams; participate in written assessment exercises

• Personal organisational skills sufficient to work independently, self-manage learning activities and prepare material for presentation in class and to assessors in accordance with an agreed schedule

• Communication skills sufficient to engage in group discussion issues in your area of training and to present work in class and to assessors

• Numeracy skills sufficient to perform basic operations (addition, subtraction, multiplication and division) using a calculator

• Digital literacy sufficient to access and browse the internet, complete online forms (such as the enrolment form), log into a website, watch videos, read text online and, complete theory assessments online, upload and download and use Zoom 

If you do not have some or all these skills, you may be eligible for Foundation Skills training at another provider. This will be discussed with you at your Pre-Training Review.

ENROLMENT

The enrolment form will collect your personal details, data that is required to be reported to various government departments and outlines the terms and conditions of enrolling with MCFE along with:

VICTORIAN STUDENT NUMBER (VSN)

The Victorian Student Number (VSN) is a nine-digit student identification number that will be assigned by the Department of Education and Early Childhood Development to all students in government and non-government schools, and students up to the age of 25 in Vocational Education and Training (VET) institutions.

Since 2009 in schools and since 2011 for vocational education and training (VET) organisations and Adult Community Education providers, a Victorian Student Number (VSN) has been allocated upon enrolment to each individual student aged up to 24 years. Students should report their VSN on all subsequent enrolments at a Victorian school or training organisation. In particular, all students who are currently enrolled in either a VET provider or a Victorian school (including those already participating in a VET in schools program) should obtain their VSN from their current education or training organisation and report their VSN on this enrolment form. Students who are enrolling for the First time since the VSN was introduced will get a new VSN.

MCFE ensures that it complies with Victorian Student Number (VSN) reporting requirements and Unique student Identifier (USI) requirements and includes the VSN as specified in the Victorian VET Student Statistical Collection Guidelines.

UNIQUE STUDENT IDENTIFIER (USN)

A USI is your individual education number for life. It also gives you an online record of your VET training undertaken in Australia. If you’re at university, TAFE or doing other nationally recognised training, you need a USI. Without one, you can’t get Commonwealth financial assistance or your qualification or statement of attainment.

You can apply for a USI directly or request that MCFE apply for a USI on your behalf.

If you’re studying nationally recognised training in Australia from 1 January 2015, you will be required to have a Unique Student Identifier (USI). Your USI links to an online account that contains all your training records and results (transcript) that you have completed from 1 January 2015 onwards. When applying for a job or enrolling in further study, you will often need to provide your training records and results (transcript). One of the main benefits of the USI is the ability to provide students with easy access to their training records and results (transcript) throughout their life. You can access your USI account online from your computer, tablet or smart phone anytime.

MCFE will ask you for your USI (if you have one) at enrolment. We will help you to locate your USI if you can’t recall it or we can apply for your USI on your behalf, if you grant us permission on your enrolment form.  When MCFE applies for a USI on your behalf it will have access to previous study records unless you deny this access, via the online portal.

Your USI will not be disclosed to anyone/company except as allowed by the Privacy Act 988. Refer to www.usi.gov.au for more information on your USI.

Melbourne College of Further Education is a trading name of iAscend Polytechnic Pty Ltd. When we verify or create your USI, you will receive an email to notify you that iAscend Polytechnic Pty Ltd has verified or created your USI.

We can be prevented from issuing you with a nationally recognised VET qualification or statement of attainment when you complete your course if you do not have a Unique Student Identifier (USI). If you have not yet obtained a USI you can apply for it directly at http://www.usi.gov.au/create-your-USI/ If you would like us to apply for a USI on your behalf you must authorise us to do so and declare that you have read the privacy information at http://www.usi.gov.au/Training-Organisations/Documents/Privacy-Notice.pdf  The link to the PDF is on our website. Refer to www.usi.gov.au for more information on your USI.

USI student declaration (agreed to at enrolment)

• I consent to the collection, use and disclosure of my personal information pursuant to the information detailed at the USI website.

• I understand when MCFE applies for a USI on your behalf, it will have access to previous study records, unless you deny this access, via the online portal. If you have an existing USI that we are unable to access via our internal system; by signing this form you give MCFE permission to enter your details into the USI register and have them re-send your USI to you

ELIGIBILITY FOR GOVERNMENT SUBSIDISED TRAINING

You may be eligible for a government subsidised place. This is called the Skills First Program, there may be other initiatives available at the time of enrolment also. If you are eligible, the government will contribute to the cost of your training. To check your individual eligibility, or if you want further course information, view our fees and funding page, or call or email the office. There are limitations to using the Skills First Funding; you need to make sure you are enrolling in the right course, as it may affect your access to future government funding. Please refer to our website for more information on which courses have access to funding and associated fees.

You can check your eligibility and funding conditions online at Victorian Skills gateway. We will not confirm your enrolment and access your Skills First Funding until you have attended two sessions within your course. If you choose to withdraw during the cooling off period, please notify us immediately at reception or by emailing [email protected],  as once your funding has been accessed, it cannot be reversed.

PRIOR QUALIFICATIONS AND FUNDING
MCFE is required to collect the highest Australian qualification you have obtained as well as any other courses commenced or due to commence; this is to establish your suitability for the course and your eligibility for potential funding. If you provide incorrect information or omit information about current, past or future courses, and this results in your ineligibility for funding, then MCFE has the right to change your fee structure to the appropriate tuition fee as listed on our website.

Enrolment Declaration

On completing your enrolment you will be provided with a enrolment declaration, similar to below.

I declare that all the information that I have provided on this form is complete, correct and completed independently.

I acknowledge that I have received, read and understood the detailed information provided by MCFE during the enrolment session, as well as outlined in this student handbook and course brochure, including but not limited to:

• Application and enrolment
• Entry Requirements where applicable
• Your Pre-Training Review; including Language, Literacy, and Numeracy assessment and course suitability.
• Statement of Fees
• Fees and Charges; including refunds, concessions, and Skills First Funding eligibility
• Privacy statements
• Student Support
• Practical Placement
• Recognition of Prior Learning, Recognition of Current Competencies, and Credit Transfers
• Online Service Standards
• Assessment Methods and Instruction
• Code of Conduct
• Complaints and Appeals
• Completions & certificates
• Deferrals and Withdrawals
• Third parties that may be relevant to my enrolment
• Course specific information; including duration, learning & assessment strategies

If accessing Skills First Funding, I understand that:

• accessing Skills First Funding may impact my ability to access future funding under the Skills First Program

• using a funded place may affect my future eligibility for further government subsidised training under the Skills First Program

• I can commence in a maximum of two government funded courses at any one time

• I can commence up to two government subsidised courses in one year

As part of my enrolment, I have read through the privacy notice section within the student handbook and am aware data may be given as per Privacy Act 1988 and I may be contacted by National Centre for Vocational Education Research Ltd (NCVER) and/or the Department of Jobs, Skills, Industry and Regions, who undertake regular student surveys.

I provide consent to the release for possible publication of my name and photo(s) and/or video(s) and/or publicity purposes. This may include, though is not limited to; social media platforms, website, brochures, newsletters, newspaper, magazine etc. I understand and grant that Melbourne College of Further Education may manipulate the images (i.e. cropping and editing). I too understand that I will not receive remuneration for my voluntary participation or possible future use of any photo(s) and/or video(s) of me.

Melbourne College of Further Education respects our student’s privacy. Classes will always be advised when photos are about to be taken so that if you do not wish to participate you will be provided the opportunity opt out. If you decide to participate in photos taken by staff during classes, this will infer consent as above.

Our Trainers & Assessors
All trainers and assessors hold or are working towards a formal qualification in Training and Assessment which is in line with the current Standards for RTOs. Each trainer is required to complete regular professional development.

Location & delivery of classes

We have a variety of different training locations and delivery methods depending on the course you are enrolling in. These include:

1. Classroom: face-to-face classes in a physical location. We have several locations around Melbourne.
2. Blended: Live trainer led theory classes on Zoom  + in person practical skills classes at a physical location.
3. Online/Self-paced: Course learning and assessment is completed in your own time on canvas our LMS + in person practical skills classes at a physical location.

Note: Some delivery models will also include practical placement and workplace visits. These must be completed in person and are not assessed online. All courses will include self-paced learning.

Digital platforms

Student Support

Contact MCFE Student Support on:

• [email protected]
• 1300 368 883

Wellbeing Support
We want every student to have a positive experience whilst studying, but we also understand that life doesn’t always go to plan. If your circumstances change or you’re feeling overwhelmed, please speak to your trainer or contact Student Services. We’re here to support you and help find the best way forward.

A great starting point is AskIzzy.org.au – a free online directory of over 450,000 support services across Australia that you can search by your postcode. Remember: you’re never alone. Please reach out if you need help at any time during your course.

MCFE cannot provide direct referrals, but we can help connect you to the right services. We can guide you to community-based assistance for things like:

• Welfare and wellbeing services
• Accommodation services
• Financial support services
• Health and disability services
• IT support
• English language support (relative to the course)
• Career Support

The “Helping Out Booklet”, a guide to finding support services and agencies in Melbourne. You can access the booklet here:

Extra Support for Learning and Assessment 
If throughout the course, you feel you need additional help with your learning, please speak with your trainer. We offer:

• Extra theory classes if you’d like to revisit key concepts (dependent on availability)
• Facilitated reflection sessions to support you with assessments
• One-on-one support may be available in special circumstances – we ask that you attend a theory class first where possible
• Self-paced students can access 2 x Zoom help sessions per group of units with a trainer for extra support.
• Self-paced students may also access an online class for any topic they may need help with if space is available in the class.
• Reasonable adjustments and assistive technology
• Assistance in sourcing external additional learning support
• Contact Student Services directly on 1300 368 883 or email [email protected] for further assistance.

Trainers are available for questions and additional help offered at the end of class. Any queries sent to trainers by students via email will be answered as soon as possible. Assessments submitted will be marked by the trainer according to the marking guidelines. Your trainer will provide feedback on your assessments via canvas or in-class.

EQUITY AND EQUAL OPPORTUNITY (EEO)

MCFE is committed to the principles of equity and equal opportunity aimed at providing a safe, harmonious workplace and learning environment, free from harassment and discrimination. Students have equitable access to all programs irrespective of their gender, culture, linguistic background, race, location, socio-economic background or disability. Admission procedures will therefore be free of discrimination, and if an individual does not meet entry requirements, all attempts will be made to assist them to identify alternative options for them. MCFE staff have been instructed in their responsibilities regarding Access and Equity principles.

MCFE is committed to assisting those with special needs. This may include persons with disabilities, mature age adults, long-term unemployed adults, adults with low self-esteem / confidence, adults requiring literacy/numeracy assistance and single parents.

Please feel free to raise with MCFE staff any issues around equity and special needs that might affect you.

DISABILITY

The Disability Discrimination Act uses the principle of reasonable adjustment, sometimes called reasonable accommodation, to ensure equity of treatment for people with disabilities. This means that, wherever possible, ‘reasonable’ adjustments must be made to meet the individual needs of any student with a disability.

Among the things we can do to assist with any requirements you might have are:

• Make training and assessment materials and methods more accessible
• present information through a range of methods
• adapt the physical environment and equipment

If you require more details about reasonable adjustment, please contact Student Support.

Several courses will require you to complete practical placement hours in a real workplace to gain competency. You will be practicing the skills you have learned in theory in a workplace. There are a specific number of hours required depending on your course and these will be documented in the course brochure and your Practical Placement Logbook.

WHAT RESPONSIBILITIES ARE INVOLVED
During the placement, you will be expected to behave like a new employee, following the rules of the workplace and the directions of the workplace supervisor and other employees. You will need to comply with all safety and OH&S policies and procedures, as well as other protocols that are practiced by the host employer.

PRIOR TO COMMENCING YOUR WORK-BASED TRAINING:

• Both you and a workplace representative sign an RTO and Employer Agreement
• You will complete an induction with the workplace
• Your workplace will assign a workplace supervisor that we will liaise with to monitor your progress.
• Your placement location MUST be approved by MCFE head office prior to commencing placement hours.
• You must provide your workplace agreement to MCFE to verify details and confirm that it is a suitable workplace for placement.
• A workplace supervisor will need to sign off on your shifts completed.
• An MCFE assessor will visit you in the workplace and assess your skills periodically.

WHAT ABOUT ASSESSMENT?
Assessment is an important part of your practical placement. During your placement your trainer will conduct workplace visits. Assessment of the skills you have learned in the workplace counts toward your results. For some courses, you may be required to maintain a Practical Placement Logbook. Your trainer will discuss this with you. Your trainer will also give you information on the way your assessments will be conducted and recorded.

Attending your Placement
ATTITUDE

• Be willing to learn

• Listen to instructions and complete the tasks assigned

• Ask questions

• Be polite, courteous and well-mannered with all staff members

• Dress appropriately

• Follow all workplace policies and procedures.

SAFETY

• Wearing protective clothing

• Working in a safe manner

• Reporting any hazards or unsafe practices that you observe

• Reporting any accidents to your workplace supervisor & practical trainer immediately.

ATTENDANCE & PUNCTUALITY

• Start your placement on time and stay for required shift duration

• Take only the allocated time for lunch and tea breaks

• Contact your workplace supervisor and your trainer immediately if you are unable to attend your placement.

WHAT IF YOU HAVE A PROBLEM WITH YOUR PLACEMENT
Problems with your placement should be resolved as early as possible. Your trainer and employer have agreed dispute resolution procedures. Do not hesitate to contact your trainer if you experience any difficulties or problems while on your practical placement.

Download the Department of Education Practical Placement guide 

WORK COVER INSURANCE

In the event of an injury, the student will not be entitled to insurance cover, if the signed Practical Placement Agreement is not in place. If the Student is injured while undertaking work placement and wish to make a claim the following process applies:
Complete and sign a Worker’s Injury Claim form.

• Advise MCFE to complete and sign the Employer section of the Worker’s Injury Claim form and an Employer Injury Claim Report.
• MCFE will then forward the original copy of claim forms, any certificates of capacity, completed incident form, medical accounts and a certified copy of the workplace agreement and accounts and a certified copy of the work placement agreement to the insurance company applicable to Victorian students.
• MCFE will retain copies of both forms and copies of any Certificates of Capacity and medical accounts. If a Student has a medical condition that will impact upon the placement requirement of the qualification, a medical clearance certificate from a medical practitioner will be required
• If a student is undertaking placement at their place of employment and the injury occurs during a PAID shift, the student is not eligible for insurances held by the Department of Education and Training and would need to follow their employer’s policy.

Australian Apprenticeships covers all apprenticeships and traineeships. They combine time at work with training and can be full-time, part-time or school-based.

As an employer you may be eligible to receive both federal and state based government training incentives for the up skilling of your staff in their area of expertise under a national recognised AQF (Australian Quality Framework) approved Certificate III to an Advanced Diploma. Employers and the training organization should check each course to see if it is suitable for a traineeship or apprenticeship as some courses are not.

An employee participates in structured training as a part of their employment. The Employer can be given incentives by the Federal Government to help cover the costs of training for their employees.

The employer can only get funding for eligible employees, eligibility can differ between courses and industries, and you should check eligibility for employer funding with the Australian Apprenticeship Support Network (AASN).

AASN’s are contracted by the Commonwealth Government to administer the Australian Apprenticeships program and:

• Provide information and advice to employers and other interested parties regarding qualifications, delivery of training and funding available under the AA program.
• Link Employers with appropriate Registered Training Organisations (RTO’s) for training delivery.
• Register the National Training Contract with State Training Services
• Pay Commonwealth Government Incentives to employers and apprentices
• MCFE often use Sarina Russo Job Access (AASN), click this link for their detailed “Employer Kit”

The Registered Training Organisation (RTO) ‘MCFE’ in this instance can also receive funding from the Victorian Government to cover the additional costs of the training.

Generally, employees need to be a new employee, enrolling in a course that is higher than the current level they successfully hold, be Australian or have permanent residency. Your employer’s AASN provider will assess your eligibility to undertake a traineeship. Additional requirements will apply when assessing eligibility for Victorian Skill First Funding.Additional requirements will apply for eligibility for the Victorian Funding.

The objective of traineeships is to contribute to the development of a highly skilled and relevant Australian workforce that supports economic sustainability and competitiveness.
Employment conditions
The conditions of employment for Australian Apprentices and Trainees are the same as for other employees working in similar occupations. This includes hours of work, overtime, holidays, personal leave, superannuation and other penalty provisions. Additional working conditions for Australian Apprentices require you to ensure they have:

• Every opportunity to learn the skills and acquire the knowledge of their trade or traineeship
• Access to structured on and/or off-the-job training
• Paid time off work to attend training when necessary
• A safe working environment.

Types of training & assessment:
Off-the-job structured training refers to training that is conducted by the RTOs training staff at the RTOs training facility, often referred to as trade school, block release or on-campus training.

Workplace Based Structured Training: refers to training that is conducted by the RTOs training staff at the Trainees workplace. The apprentice/trainee must be withdrawn from regular work duties in order to participate in training.

Prior to sign-up
Prior to commencing sign-up and starting the employer should endeavor to complete the eligibility spreadsheet with all employees’ details.

The employer must also complete a pre-training review with the MCFE representative to guide the design of the training plan and ensure all parties understand their obligations and duties when commencing a traineeship.

MCFE will conduct a workplace inspection and induction prior to commencing training and sign-off of the training plan.
Employer Roles and Responsibilities
Payment of training fees
Ensure all invoices to MCFE are paid within their required time frame.

Pay your apprentice/trainee the agreed wage and inform them of the terms of their employment. Provide Superannuation and Work cover insurance.

If your apprentice/trainee ceases employment, notification needs to be made within 5 days to MCFE and the AASN.
Employer Incentives
Employer incentives (to cover your employee’s costs of training) are arranged between the company and the AASN The training organisation does not manage these. Please discuss these payments with the nominated AASN. Generally most payments will not be processed to you for a minimum of 6 months, assuming the employees is still continuing their work and study.

There are several incentives currently available to eligible employers of Australian Apprentices (Trainees). Each incentive payment has several eligibility criteria that will be assessed by an AASN.

The standard commonwealth incentive payments may be due for claim, six months from commencement of the training contract and upon successful completion.
Provision of venue
If training is conducted in your workplace, ensure your venue meets the criteria for the training program.

You must be able to provide a space for a training session to be conducted, where possible out of operational hours. The venue must be accessible at the time training is conducted, ensuring a staff member has key access at all times.

If training sessions are conducted into the evening the venue should be secure. You need to be able to provide sufficient lighting, tables and chairs for staff to use during the training session.

You should also provide a safe workplace; free from hazards that could cause harm to student, trainers and assessors.
Resource requirements
In liaison with the training manager, you are to discuss resources that can be provided by your workplace to improve the quality of the training delivered. You must be able to provide access to power and a suitable training environment free from interruptions if training is conducted in the workplace.
Workplace supervisor
You, the employer, are required to appoint a workplace supervisor for the employees whilst in the workplace. The workplace supervisor will be the liaison between MCFE and the students. When required, they will need to forward messages to students and encourage their participation in class and completion of homework tasks.

The workplace supervisor (which could be the owner/manager or person in a supervisory position of the student) will be required to complete reports for the student’s performance in the workplace. They will also be required to sign off the completion of shifts/tasks in the student’s logbook. The workplace supervisor needs to oversee the student/employee in the workplace, as they will be required to practice the skills required for the course in the workplace.
Hours of work, student practice and learning
You must ensure students have sufficient time to practice the skills that they have learned in the workplace.

Trainees and apprentices should be working a minimum of 13 hours per week (can be averaged if work longer over holidays). They must attend our structured training sessions and complete assessments and research tasks between training sessions. On average they should we withdrawn from routine work activities 3 hours each week for structured training and assessment. Pro-rata for part-time employees.
General Conditions All parties
Assessments & Homework
Students will be required to complete a number of written and practical assessments during paid work time, this forms part of their withdrawal time. We will keep a checklist of assessment submissions and this will be sent to the employer monthly at a minimum.
Attendance & Structured Training Sessions
It is the employer’s responsibility to ensure employees/students show up for the training sessions. MCFE will send the employer a monthly email detailing trainee progress against their training plan.

Block training may. If so, this will be identified in the specific course timetable. Generally, block training will be conducted over several weeks and will focus on compliance and regulatory units and ensuring the students obtain the required knowledge and practice of skills before conducting them in the workplace.

Extending your course

An application for an extension to the term of the Training Contract must be made if your employees/students are unable to complete the Structured Training prior to the nominal completion date of the Training Contract. If this student is a trainee, this application should be lodged by yourself, the employer, via the relevant AASN.

Communication & Progress Portal (VETTRAK)

MCFE will make monthly contact with the employer and trainee via email/phone/face-to-face to communicate the following:

1. Trainee attendnace
2. Progress towards competency and the training plan

If we can’t make contact with the trainee/employee, if they fail to attend training session, or if they are not progressing satisfactorily we may need withdraw them from the course, suspend and/or cancel their traineeship.

MCFE will need to notify your AASN Provider and Victorian Registration and Qualification Authority (VRQA) for any situation, including absences, which has the potential to affect the successful completion of the course. Therefore, the employer also needs to notify MCFE and the AASN if they identify a similar situation prior to the RTO.
CONFIRMING COMPETENCY
Final competency of the employee/students’ performance will be documented by the employer in the logbook, And/or the Training Plan final competency sign-off. This will be signed by all parties and returned to MCFE within 10 working days of assessing the trainees final competency.
Unemployment of a trainee or reduced hours of work
If your business is slow, you may need to reduce your Australian Apprentice’s working hours until business picks up again. You may need approval from your State Training Authority before you can reduce your Trainees hours. If you are considering closing or selling your business, the traineeship can be suspended or assigned to the new owner of the business if they agree to continue the training.

You must advise the AASN and MCFE immediately if any of the above happen.
Assessor Visits
MCFE will conduct assessor visits in the workplace, to the following ratios, during these visits the assessor will observe the student’s practical performance of skills, these will be documented in the practical observation section of the relevant assessment. MCFE will, depending of the portion of Training & Assessment in the workplace, conduct a minimum of additional visits:

1. Conduct 1 visits if 25% or less of nominal hours of the qualification
2. Conduct 2 visits for 26-50% or less of nominal hours of the qualification
3. Conduct 3 visits for 51-75% or less of nominal hours of the qualification
4. Conduct 4 visits for more than 75% or less of nominal hours of the qualification

Issuing the Qualification
On successful completion of the qualification, the certificate will be sent.
Useful links
Australian Apprenticeships

Department of Education, Skills and Employment

Victorian Registration & Qualifications Authority

Business.gov.au – How to hire an apprentice or trainee

*Please double check all information relating to Federal government incentives directly with the Australian Apprenticeship Support Network, incentive programs can change from time-to-time and we want to make sure you have up-to-date information.

Once all assessments requirements for each unit have been deemed satisfactory, the unit will be made competent.

Students successfully completing all assessment requirements for a qualification will be awarded a Certificate for the level of the completed course (for example, Certificate III in Individual Support).  Certificates and/or statement of attainments are issued out within 10 working days of final competency being confirmed. Please note that fees must be paid in full and the survey completed, before any certificates are issued.

Deferral (maximum 6 months)

If you decide to withdraw from your course or defer your enrolment please notify us via email to [email protected] and speak to the MCFE head office staff for advice on your options. Alternatively there is a form on our website (student information tab, student portal & forms page).

• Enrolments can be deferred for a maximum of 6 months. If you require longer, you will be withdrawn from the course, however you can recommence at a later date if a suitable option is available.
• You can only defer your studies once.
• Depending on the length of your deferral, when you return you may be required to join a new class with a different time, trainer and location to your original class. We will provide you with your options when you return. Fees will apply for recommencement and course costs may have changed. Refer to the statement of fees.
• Fees will apply for deferrals as per the statement of fees. If you have compassionate or compelling circumstances we may be able to waive the deferral fees, you will need to provide evidence.
• Compassionate and compelling circumstances are limited to the death of your immediate family member, an injury to yourself or someone you care for that prevents you from studying, or delivering a child prior to your planned course completion date.

WITHDRAWAL

You can withdraw from your studies at any time. Refer to the refund policy on the statement of fees to ascertain if you are eligible for a refund.

To withdraw email [email protected] with your reasons for withdrawal. If fees have been paid, you will be issued a statement of attainment for any units that have been completed successfully. Please remember if you have enrolled in a government-funded course but decided you don’t want to continue; your enrolment will still count towards your funding eligibility.

MCFE can withdraw you for the following reasons:

• If you are unable to follow your agreed training plan (where reasonable adjustment was not applicable) and fail to undertake the agreed catch-up plan.
• Government funded students, will not have the option of self-paced models, as these have not been approved for funding
• Unable to restart after deferral
• Academic misconduct as per the policy
• Serious breach of the code of conduct
• Unsatisfactory academic progress
  • No evidence of participation (NOEOP) – You have not submitted an assessment within 90 days and you are not deferred
  • After the reassessment process, you are still unable to be deemed competent
  • Unable to complete placement due to unsatisfactory performance and conduct whilst in the workplace

You can access the complaints and appeals process if you feel our reason for withdrawal needs to be appealed.

RECOMMENCEMENT
If you withdraw and then decide you do want to continue the course, we can recommence your enrolment in the same course assuming the course and funding are still available and are being trained and assessed. You may be asked to complete new enrolment and pre-training review documents depending on the timeframe lapsed. Fees will apply for recommencement and course tuition fees may have changed.

STATEMENT OF ATTAINMENT
If you withdraw or transfer after successfully completing any unit(s) of competency in which you enrolled, you will be entitled to receive at no cost a formal Statement of Attainment for the units you have successfully completed, provided you have paid in full all tuition fees relating to those unit(s) of competency and any material fees required.

We cannot guarantee you will gain employment with the successful completion of your course. We can however, guarantee, we will help students that follow our processes to find their own work and practical placements and we will provide you with support to help you in your studies.

At 617 Spencer Street Head Office, students are encouraged to use the facilities available in the training rooms. There are tables and seats for you to eat your lunch, and for you to relax during a break. There are many cafés and restaurants within the area and Melbourne CBD is a short tram ride.
TRAINING LOCATIONS
Our training locations are across Melbourne, CBD and suburbs, and students will not be required to attend classes later than 9pm in the evening. All owned and operated campus locations have video surveillance in place to increase the safety of staff and students. Doors are set to automatically lock to the street by 6pm in the evenings. When a hired venue is in use, specific safety measures will be maintained, specific to the venue and the time of the class, generally if an evening class, trainers and students will leave together.

The information session will cover location specific safety information.
COMPUTER ACCESS
MCFE has computers for your use at our head office in Melbourne CBD. These computers have software to help you do your work, and you can access the internet from them as well. If you are having problems logging on, please see Student Support.

There is a link to our statement of fees on the home page of our website. This should be referred to for all information, policies, and procedures regarding fees and refunds.

Tuition fees vary depending on the course you are enrolling in, your personal circumstances (i.e.. Concession Card Holders) and your eligibility for government funding. Fees will be discussed with you at your pre-raining/enrolment interview and you will be provided with a statement of itemised fees, including the cost of any course materials.

Fees are subject to change based on market conditions, individual student circumstances and changes to the Skills First Funding Contract.

The statement of fees will include:

• Tuition & enrolment fees
• All other fees and charges that could be applicable
• The cooling-off period
• Discounts
• When fees are due
• Payment methods available
• Late payments
• Fee protection mechanisms
• Group bookings
• Service Guarantee
• Skills first funding eligibility criteria
• Concession rates if applicable
• The approximate reimbursement MCFE will receive from the state government per nominal hour of training for each funded qualification if funding applies.

CRITICAL INCIDENT POLICY

A critical incident is defined as “a traumatic event, or the threat of such (within or outside Australia), which causes extreme stress, fear or injury”.

Critical incidents are not limited to, but could include:

• missing students
• severe verbal or psychological aggression
• death, serious injury or any threat of these
• natural disaster
• domestic violence, sexual assault, drug or alcohol abuse.
• other non-life-threatening events.

You should report a critical incident you have witnessed or been affected by to the Student Services Coordinator, or any other staff member available at the time.
FIRE & EMERGENCY DRILL PROCEDURES
MCFE uses several training locations. During your orientation session you will be familiarised with the emergency exits and the evacuation procedure. You have an obligation to comply with a fire warden in the event of an evacuation.
HAZARDS
Remember, during your time at MCFE, it is your responsibility to contribute to a safe working environment.

If you notice any hazard or potential danger within MCFE it should be reported immediately to your trainer or other MCFE staff.
EMERGENCIES AND FIRST AID
In the event of an incident involving injury or a medical emergency, please advise your trainer or other staff immediately or call 000. You will be advised of the location of First-Aid kits during your orientation.
NO SMOKING
MCFE has a no smoking policy that prohibits smoking anywhere in the building, including toilets. Smoking within 4 meters of a building doorway is also an offence which carries a fine. There is no smoking in the body corporate area of 617 Spencer Street or adjoining laneway.

Students should not smoke at the front of the building to be considerate to our neighbours. If you must smoke, please exit the building and move away, extinguish the butt and dispose of it safely in a rubbish bin or butt bin.

MCFE uses Brokers and Third Parties to help market our courses. MCFE takes all reasonable measures to use third parties that have an appropriate knowledge and understanding of the Australian education industry and does not use third parties who are dishonest or lack integrity.

Our approved Third Parties/Brokers refer students to our courses, however a MCFE staff member will always undertake the following:

• Complete pre-training reviews and assess individual capabilities to undertake the course
• Enrolment and information sessions including reviewing enrolment paperwork and confirming acceptance in the course
• Undertake training and assessment activities and sign off competency .

Approved third parties/brokers are listed on our website.

Please ensure the marketing materials provided to you are from our school directly. If you would like to report poor marketing practices or require further information, please contact us directly: [email protected]
Photos & Videos of students
MCFE may take photos and videos of you in class. These photos and videos might be used in advertising material on our website or other social media. Where required photo consent forms will be used.  Please tell your trainer if you do not wish to be included in photos or video taken in class
Testimonials
Where a student provides a written testimonial via email or Google, we may use this testimonial for future advertising.

You may be provided with surveys throughout your course. One internal survey that is quick and gives us specific information on how we can improve our services. You will also be asked to answer a government survey (AQTF) which will be provided at the end of your course via an email link. In addition, you may be contacted by NCVER or the department of higher Education Skills Group to participate in one of their surveys; these are optional.

If at any time throughout your studies you wish to provide us with suggestions or feedback please call us, speak to your trainer or email the office. We appreciate all feedback.

Collection of personal information

The types of personal information we may collect and hold includes (but is not limited to):

• Information provided to us when a student enrols in a  course, including a student’s name, age, address, occupation, educational background, health and disability details, contact details, their VSN (Victorian Student Number), their USI (Unique Student Identifier);
• Information provided to us in the course of employment, including name, age, address, occupation, education background, health details and contact details;
• Information about other people who come into contact with a member of the MCFE team.

We will generally collect personal information by way of forms filled out by people, face-to-face meetings, interviews, business cards, telephone conversations and from third parties.

We may also collect personal information from the use of our website. The only information we collect about people when they use our website is what a person chooses to tell us about themselves, for example, information provided in an email communication. However, it is noted that some of this information will not be personal information because it will not necessarily reveal a person’s identity.

Use and disclosure of personal information
MCFE may use and disclose personal information for the primary purpose for which it was collected, for reasonably expected secondary purposes, and in other circumstances authorised by the Privacy Act. In general, we use and disclose personal information for the following purposes only:

• To conduct our business – that is, the provision of vocational education and training;
• To communicate with a person; and
• To comply with our legal obligations.

We may disclose personal information to other members of the MCFE team, to other companies or individuals who assist us in providing services or who perform functions on our behalf (such as for the purposes of a Work Placement), courts, tribunals and regulatory authorities, and anyone else to whom a person authorises us to disclose it.  We will take reasonable steps to ensure that anyone to whom we disclose personal information respects the confidentiality of the information and abides by the NPPs or equivalent privacy laws.

Access to personal information

Subject to the exceptions set out in the Privacy Act, a person can gain access to personal information that we hold about that person by application in writing or email.  We will handle all requests for access to personal information in accordance with the NPPs.  If for some reason we refuse to give access to such personal information, we will provide the person concerned with reasons for our refusal in accordance with the Privacy Act.

Management of personal information

In accordance with the Privacy Act, we take reasonable steps to protect the security of personal information held by us.  This includes protecting the information from misuse or loss and from unauthorised access, modification or disclosure, for example, by the use of physical security and restricted access to electronic records.  Where we no longer require a person’s personal information for a permitted purpose under the NPPs, we will take reasonable steps to destroy it.

MCFE endeavours to ensure that the personal information it holds is accurate, complete and up-to-date. Generally, we will amend any personal information about a person held by us which is inaccurate, incomplete or out-of-date if the person requests us to do so. If we disagree with a person’s view about the accuracy, completeness or currency of a record of personal information held by us, and the person asks us to associate with that record a statement that the person has a contrary view, we will take reasonable steps to do so.

Sensitive information

Some personal information we collect is ‘sensitive information’.  Sensitive information includes personal information relating to a person’s health, racial or ethnic origin, political opinions, religion, trade union or other professional or trade association membership, sexual preferences, or criminal record.

Sensitive information will be used or disclosed only for the primary purpose for which it was collected or a directly related secondary purpose, unless a person agrees otherwise, or where certain other limited circumstances apply (for example, where required by law).

Cookies

A cookie is a small file placed in a web browser that collects information about your web browsing behaviour. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (e.g. name, address, email address or telephone number). Most web browsers automatically accept cookies, but you can choose to reject cookies by changing your browser settings. However, this may prevent you from taking full advantage of our website.

Our website uses cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Adwords. These ads may appear on this website or other websites you visit.

Privacy Statement – Student Declaration

The following is documented as a declaration you will make during enrolment.

Your privacy is important to MCFE. All personal information about you is treated in the manner required under the National Privacy Principles as set out in the Privacy Act 1988, Privacy Amendment (Private Sector) Act 2000 and the Australian information Commissioners Act 2010 or other relevant acts. I understand that MCFE is required to provide the Victorian Government, through the Department of Education and Early Childhood Development, with student and training activity data which may include information I provide in this enrolment form. Information is required to be provided in accordance with the Victorian VET Student Statistical Collection Guidelines (which are available at: http://www.education.vic.gov.au/training/providers/rto/Pages/datacollection.aspx )

The Department may use the information provided to it for planning, administration, policy development, program evaluation, resource allocation, reporting and/or research activities. For these and other lawful purposes, the Department may also disclose information to its consultants, advisers, other government agencies, professional bodies and/or other organisations. This information may include personal and contact details, course enrolment details and changes. Personal information includes but is not limited to information concerning your work, studies, ethnicity, gender, living arrangements and languages spoken. You may request access at any time to information that we hold about you, and you have the right to ask us to correct information if you believe that information about you is inaccurate, incomplete or out of date. We will only disclose your personal information to others if you provide MCFE with a written request or where the law permits or requires SIU to do so. For more information in relation to how student information may be used or disclosed please contact MCFE on phone (1300 368883) or email – [email protected]

NCVER Privacy Statement 

Under the Data Provision Requirements 2012, MCFE is required to collect personal information about you and to disclose that personal information to the National Centre for Vocational Education Research Ltd (NCVER).

Your personal information (including the personal information contained on your enrolment form) may be used or disclosed by MCFE for statistical, regulatory and research purposes. MCFE may disclose your personal information for these purposes to:

• Commonwealth and State or Territory government departments and authorised agencies,
• NCVER;

Personal information that has been disclosed to NCVER may be used or disclosed by NCVER for the following purposes:

•   Populating authenticated VET transcripts;
•   Facilitating statistics and research relating to education, including surveys and data linkage;
•   Pre-populating RTO student enrolment forms;
•   Understanding how the VET market operates, for policy, workforce planning and consumer information; and
•   Administering VET, including program administration, regulation, monitoring and evaluation.

You may receive a student survey which may be administered by a government department or NCVER employee, agent or third-party contract or other authorised agencies. Please note you may opt out of the survey at the time of being contacted.

NCVER will collect, hold, use and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the National VET Data Policy and all NCVER policies and protocols (including those published on NCVER’s website at www.ncver.edu.au).

Victorian Government VET Student Enrolment Privacy Notice

The Victorian Government, through the Department of Education and Training (the Department), develops, monitors and funds vocational education and training (VET) in Victoria. The Victorian Government is committed to ensuring that Victorians have access to appropriate and relevant VET services. Any personal information collected by the Department for VET purposes is protected in accordance with the Privacy and Data Protection Act 2014 (Vic) and the Health Records Act 2001 (Vic).

Collection of your data: SIU is required to provide the Department with student and training activity data. This includes personal information collected in the SIU enrolment form and unique identifiers such as the Victorian Student Number (VSN) and the Commonwealth’s Unique Student Identifier (USI). SIU provides data to the Department in accordance with the Victorian VET Student Statistical Collection Guidelines, available at: http://www.education.vic.gov.au/training/providers/rto/Pages/datacollection.aspx

Use of your data: The Department uses student and training data, including personal information, for a range of VET purposes including administration, monitoring and planning. A student’s USI may be used for specific VET purposes including the verification of student data provided by SIU; the administration and audit of VET providers and programs; education-related policy and research purposes; and to assist in determining eligibility for training subsidies.

Disclosure of your data: As necessary and where lawful, the Department may disclose VET data, including personal information, to its contractors, other government agencies, professional bodies and/or other organisations for VET-related purposes. In particular, this includes disclosure of VET student and training data to the Commonwealth and the National Centre for Vocational Education Research (NCVER).

Legal and Regulatory: The Department’s collection and handling of enrolment data and VSNs is authorised under the Education and Training Reform Act 2006 (Vic). The Department is also authorised to collect and handle USIs in accordance with the Student Identifiers Act 2014 (Cth) and the Student Identifiers Regulation 2014 (Cth).

Survey Participation: You may be contacted to participate in a survey conducted by NCVER or a Department-endorsed project, audit or review relating to your training. This provides valuable feedback on the delivery of VET programs in Victoria.

Please note you may opt out of the NCVER survey at the time of being contacted.

Consequences of not providing your information: Failure to provide your personal information may mean that it is not possible for you to enrol in VET and/or to obtain a Victorian Government VET subsidy.

Access, correction and complaints: You have the right to seek access to or correction of your own personal information. You may also complain if you believe your privacy has been breached. For further information, please contact SIU’s Privacy Officer in the First instance by phone 1300 555 748 or email info@mcfe.com.au

Further information: For further information about the way the Department collects and handles personal information, including access, correction and complaints, go to: http://www.education.vic.gov.au/Pages/privacypolicy.aspx

For further information about Unique Student Identifiers, including access, correction and complaints, go to: http://www.usi.gov.au/Students/Pages/student-privacy.aspx

Student Declaration 

The following is documented as a declaration you will make during enrolment.

I understand that information provided by me on this form may be sent to State and Commonwealth government agencies, and I consent to that use.

I understand that MCFE is required to provide the Victorian Government, through the Department of Education and Early Childhood Development, with student and training activity data which may include information I provide in this enrolment form. Information is required to be provided in accordance with the Victorian VET Student Statistical Collection Guidelines (which are available at http://www.education.vic.gov.au/training/providers/rto/Pages/datacollection.aspx). The Department may use the information provided to it for planning, administration, policy development, program evaluation, resource allocation, reporting and/or research activities. For these and other lawful purposes, the Department may also disclose information to its consultants, advisers, other government agencies, professional bodies and/or other organisations. This information may include personal and contact details, course enrolment details and changes. Personal information includes but is not limited to information concerning your work, studies, ethnicity, gender, living arrangements and languages spoken.

You may request access at any time to information that we hold about you, and you have the right to ask us to correct information if you believe that information about you is inaccurate, incomplete or out of date. We will only disclose your personal information to others if you provide MCFE with a written request or where the law permits or requires MCFE to do so.

For more information in relation to how student information may be used or disclosed please contact MCFE on phone 1300368883 or email [email protected].

Phone: 1300 368 883

[email protected]

www.mcfe.com.au

Head Office: U39, 617 – 643 Spencer Street, West Melbourne, 3003

MCFE may take photos or videos of you in class. These photos might be used in advertising material on our website and other social media. Your enrolment form covers consent.  If photos are taken in class by an authorised MCFE staff member and you do not wish to participate, please step out of photos. 

Staff and students should meet the current industry and Victorian government vaccination requirements. If you are undertaking placement this may include vaccinations relevant to the industry you are undertaking placement in and the specific workplace policy. 

MCFE offers a range of courses that can be delivered party or wholly online. We are committed to providing a quality learning experience for students studying online and these online service standards explain our commitment to students in key areas. 
Learning materials and assessments are mainly conducted via Canvas our Learning Management System.  

Online Student Support

MCFE will provide the following support for students studying any part of their course online:
Consult a Trainer and Assessor during class time.

• Contact our IT staff member for any technical support. Email [email protected]

• Call Head Office between 9am and 4pm Monday to Friday (excluding public holidays) on: 1300 368 883

• Email [email protected] or leave a voicemail outside of office hours and we will respond within 2 business days

• Make a booking with a one on one support trainer. Call or email as above to arrange a time.

• Support (academic or technical) can be provided in a number of ways: over the phone, face-time, zoom, teams, email instructions or face-to-face.

• We will endeavor to handle any support issues within the same business day. However, we will ensure respond within 2 business days

Entry Requirements & Induction

MCFE conducts a detailed Pre-Training Review of a prospective student’s training needs to establish whether the course in question is appropriate for their needs.
Our review includes:

• Self -assessment of your digital literacy
• Assessment of your Language, Literacy and Numeracy and Digital (LLND) strengths and
• areas where we may provide you with additional support
• Discussion between you and the trainer to identify any additional support that may you may require

MCFE uses Canvas, a Learning Management System (LMS), for the online components of some of our units.

Depending on the course and course delivery you select, some or all of your classes may be delivered via Zoom. Zoom is a popular video communication service, appropriate for delivering a presentation and facilitating discussion.

You can join Zoom classes using a phone or a computer, either through a browser or an app.

In order to use Canvas, Zoom  you’ll require:

• A device (laptop/desktop/tablet) with access to the internet (broadband cable/ ADSL or NBN)

• A web browser, preferably Chrome or Firefox.

You will also be required to use the internet to browse and conduct research and access recommended web pages that form part of your self-paced learning.

Students are to complete this study at home in their own time however they can access free WIFI and laptops upon request at our Head Office. Students can bring their own devices if they wish.

Learning Materials

Our online training is delivered in a variety of ways ensuring we cover all different learning styles. They include:

• Graphics and animations

• Videos

• Audio

• Guided Content

• Supported help sessions if the student requires further training and understanding of a topic

• The online elements of the course are also available in paper form if requested

Canvas has documented its commitment to the Web Content Accessibility
Guidelines 2.0 here: https://www.canvaslms.com/accessibility

Cengage Brain has documented its commitment to Web Content Accessibility
Guidelines 2.0 here: https://www.cengage.com/accessibility/

Zoom has documented its commitments to Web Content Accessibility Guidelines
2.1 AA here: https://explore.zoom.us/en/accessibility

Student Engagement
MCFE offers an engaging online learning experience. Students can collaborate with peers through online discussion forums.
Feedback for the online component of the course is provided via email in response to assessment submission. Feedback can also be delivered to the student cohort via the Canvas discussion forum.

Students are shown how to use Zoom and Canvas to increase engagement with peers and trainers. During Zoom classes we encourage cameras on and the use of the “hand” function and messages to ask questions. In Canvas we encourage the use of the internal canvas email system.

We monitor and act on activity and non-participation in many ways:

Last student activity within Canvas

• Total student activity

• within Canvas

Details of student contact with trainer

• Task reports of submitted assessments and class attendance within Vettrak our student management system

Students that have non-activity greater than 30 days will be identified and addressed via our internal processes for “evidence of participation”

Mode and Method of Assessment

Forms of assessment may include:

• Written (includes short answer, multiple choice and case studies)

Practical simulation/demonstration (recorded and uploaded or completed in our classroom)

• Third party reports to supplement other evidence 

• Oral questioning

All MCFE trainers are required to complete an induction for any online elements of the course. All our trainers undertake professional development in online delivery by attending webinars made available by industry experts.

Trainers delivering/assessing online qualifications/units of competency are required to complete an induction (passport to canvas and thestaff induction via canvas). In addition, they receive one-on-one training with their training manager prior to starting with us. Our trainers will all have experience with canvas troubleshooting and tip and tricks. These trainers and assessors will undertake further professional development in online delivery as required.   

If you trainer cannot provide you with the support you need please refer to section one on support and contact/email head office.