1. Introduction
2. Course fees, refunds and other financial issues
3. Refund Policy
4. Participant Support
5. Participant Progress
6. Training Environment
7. Assess and Equity
8. Privacy Policy
9. Recognition of Prior Learning (RPL)
10. Apply for RPL
11. Mutual Recognition/Equivalency
12. Participant Matters
13. Participants Code of Conduct
14. Complaints, Academic, and General Appeals
15. Occupational Health & Safety
16. Alcohol and other drugs
17. Record Keeping
18. Personal details record keeping
19. Housekeeping

Introduction

Enrolment in courses at any TMP facility is completed prior to the commencement of the course. When you have booked into a course either by phone or the web, you will receive a confirmation of booking. You are not enrolled into the course until you have received confirmation and have completed the enrolment form relevant to your course. You will not be accepted into a course if you have not enrolled prior to commencement of classes.

Orientation embraces an overview of the program, administration procedures, basic housekeeping and safety issues and introductions to staff, as well as an opportunity for you to meet your fellow participants. Orientation will be carried at the beginning of the course which supports the requirement for punctuality.

In some instances you will be required to conduct additional study outside the face to face contact hours. Your trainer will provide you guidance on your external study requirements and guidelines will be included in your information pack.

Course Fees

Fees include:

• Facility and program orientations
• Programmed Classes
• Course Materials, Learning Materials and Assessment Materials
• Participant support if required
• 1 copy of Qualification or Certification achieved following a successful outcome
• 1 x wallet card for nominated courses as per course outline

Additional costs not included:

• Travel to and from location of training
• Travel to and from vocational placement facilities (if applicable). 
• Daily living expenses
• Stationery (books, pens, photocopying etc.)
• Applicable textbooks
• Supplementary Assessments (if applicable, conditions apply)
• Re-attendance of classes (if deemed not competent after second attempt)
• Recognition of Prior Learning application (if applicable)
• Replacement study guides or program learning materials
• Uniform/PPE requirements (i.e.: footwear, trousers, hardhat, hearing protection etc.) unless outlined as provided in course information pack
• Replacement or copies of certificates
• Licence applications may apply (if applicable)
• GST may be applicable if the service does not fall under Subdivision 38-C of the GST act (1999) where applicable to items listed above

Participants are advised to keep their receipts regarding education expenses for taxation purposes. Course fees will be invoiced upon the confirmation of enrolment. Terms of payment will be included on the invoice.

If you have queries relating to your course fees please contact your training facility. Participants who are experiencing financial difficulties should speak with the respective Operations Manager as soon as they become aware of such a situation.

TMP reserves the right to suspend a participant's enrolment in the program when fees remain unpaid and to follow legal processes for monies outstanding.  Suspension of enrolment will include the removal from all courses, services and placement opportunities. During vocational placements (required for select courses) participants will not be paid.

Resit Fees

• In the event that a participant has been deemed not satisfactory in an assessment they will be given the opportunity to resubmit or resit the assessment once at no charge. Legislative or regulatory changes may result in there being a time period before the participant can resist (please consult your trainer regarding this timeframe, generally 21-60 days). The resit date will be scheduled at the discretion of TMP.
• Further resits will occur at the sole discretion of the trainer and Operations Manager and an additional fee may apply.
• Should the Participant miss an assessment due to illness or other extenuating circumstances they can resit / resubmit at no charge if the participant is able to present a medical certificate. This will be scheduled at the discretion of TMP.

Overdue fees
All fees must be paid in accordance with the invoice terms. Participants will not be permitted to commence the relevant course until all fees for that course (plus any outstanding fees) have been arranged to be  paid in full. TMP will not issue the participant their Qualification or Statement of Attainment while the participant has outstanding fees.

Refund Policy

TMP will grant an appropriate refund of fees when a participant amends their re-enrolment or enrolment status, if the following conditions are met

• If written advice of cancellation is received by a TMP facility more than 7 days prior to course commencement, TMP will make a full refund of any paid course fees within 4 weeks of receipt of written cancellation.

• Once a course has commenced there will be no refund of any course fees paid
• In the case of extreme hardship or extenuating circumstances preventing participation in the course, an application can be made to the Operations Manager for a refund. Submitting an application does not guarantee a full or partial refund.

Obtaining a refund
If TMP is responsible for cancelling a course, participants are entitled to a full refund. Generally TMP will offer the participant alternate dates to complete the course.

GOVERNMENT FUNDED COURSES

Student Contribution Fees are a participant's contribution to the cost of tuition and the provision of student services to the student.

Tuition Fees are a mandatory fee applied to students who undertake training and further education funded by the Queensland Government.  The Queensland Government incorporates major changes to the regulated student tuition fees that student pay on the 1st of January each calendar year. This includes students undertaking training and further education with a government subsidy.

Student Contribution Fees under the User Choice program in 2013 are set at $1.55 per nominal hour for each Unit of Competency/Module delivered. The rate is adjusted annually by the Department of Education, Training and Employment and each participant will be informed immediately of any changes made.

SST as the RTO will keep records of fees collected as well as evidence of participants who have been deemed as totally or partially exempt from the payment of Student Contribution Fees.

A minimum tuition contribution may apply for those eligible for a concession and each year there is a maximum tuition contribution for the 12-month period from when study commences.  If a course lasts more than one year, a new tuition contribution is payable at the start of the new 12month period. The User Choice Government contribution represents the level of public funding the government will contribute towards the total cost of training for apprentices and trainees. Depending on the priority of the qualification this may be 100%, 75%, 50%. Some persons are eligible for 100% despite the assigned priority.

Participant Support

If you are having any difficulties throughout your training, please do not hesitate to speak with your Trainer/Assessor or make an appointment with the Operations Manager. There may be a simple solution which TMP can offer you. Participants who are not coping with the academic demands of the program can request assistance from their trainer. The trainer will accommodate all reasonable requests for academic support from the participant. TMP is committed to provide you support to assist in the completion of the training and assessment successfully. 

TMP recognizes the range of learning capacity of participants especially regarding reading, writing and mathematical abilities and will assist in cases where we have the expertise. If we cannot, we will advise the student of their best options. TMP trains people for the mining, resource and construction, and in accordance with State Workplace Health and Safety legislation. As a result, there is a requirement that participants in our courses are 18 years of age and are able to read, comprehend and write English to undertake the task/skill safely. Most courses require an understanding of numbers, symbols and basic mathematics which will allow for the safe operation of industrial equipment. Due to the nature of the vocational training which TMP provides, in most cases the participant is required to have an average level of fitness and have no physical disabilities that could endanger the health and safety of themselves or others.

Participant progress

Participant progress is dependent on your attendance and submission of assessment material. TMP will monitor this with the intention to support your progress to assist in obtaining a successful training outcome. During training and assessment progress will be recorded. A copy of your training plan (where applicable) is available upon request. If you feel that your training plan needs renegotiating please communicate your needs / considerations with your trainer / assessor.

Training environment

TMP offers safe, compliant and comfortable training facilities. Our training centres simulate real workplaces with all training equipment meeting legislative requirements, relevant Australian Standards and the requirements of the unit(s) of competency or licence you are attaining. We have carefully chosen training plant and equipment that reflect industry and best practice requirements.

Each training room is equipped the resources required to adequately deliver the course you are undertaking. This may include all or some of the following: data projector, television, video recorder, DVD player and white board. We also encourage you to access your community libraries or internet for an array of resources.

Access and Equity

TMP management and staff provide assistance to all clients to identify and achieve their desired outcomes. TMP is committed to providing training and assessment services to all clients regardless of race, religion, sex, socio-economic status, disability, language, literacy or numeracy.

If you have something that needs to be discussed regarding a special need make a time to meet with the Operations Manager. TMP will address specific needs as they are identified. TMP will make reasonable adjustments to the assessment process to address specific needs. TMP will adapt assessment material and training where possible to address specific needs. Participants need to inform the TMP's staff as soon as possible so that modifications can be made.

Privacy

This privacy policy ensures that Traffic Management People ("TMP") meets its obligations under Privacy Act 1988, the Australian Privacy Principles (APPs) and the Vocational Education and Training (VET) Quality Framework. TMP ensures compliance with Commonwealth, state/territory legislation and regulatory requirements relevant to its operations is integrated into its policies and procedures and that compliance is maintained.

TMP recognises the importance of protecting personal information, which it may be required to collect from individuals and organisations who become associated with its business. In collecting personal information,

"Personal information" means information relating to an individual, including an opinion, which may be provided to TMP as part of its business requirements either in material form or not, and whether true or not. Such information may personally identify an individual or make the person's identity reasonably apparent.

"Sensitive information" means information or an opinion about an individual's racial or ethnic origin, political opinions, membership of a political association, religious beliefs, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual practices, criminal record or health information.

TMP takes it obligations under the Privacy Act seriously, and as such, will take all reasonable steps in order to comply with the Act and protect the privacy of personal information that it holds.

For the purpose of providing pre-enrolment and enrolment information to prospective and enrolling students, employers and organisations, TMP will collect certain personal information. Generally, information collected includes:

• Name
• Address
• Date of Birth
• Gender
• Contact Details
• Payment Details
• Financial Details
• Electronic details such as email address and IP address
• Australian Vocational Education and Training Management Information Statistical Standard (AVETMISS) information to comply with the Data Provisions Requirements 2012 such as: disability (if applicable), educational history; ethnicity; English, literacy and numeracy proficiency. 

Where possible, TMP will collect the information directly from the individual. Personal information may be collected via enquiries through our website, by phone, email, social media or in person using enquiry forms, enrolment forms and related enrolment application documentation, eligibility requirements for funding, or any other form that enables TMP to provide its services to an individual or organisation. At all times we try to only collect the information we need for the particular function or activity we are carrying out. For example, we may only require a name and email address to provide pre-enrolment information.

TMP acknowledges that there is no obligation for an individual to provide it with personal information. However, if an individual chooses not to provide TMP with personal details, we may not be able to provide the individual with a full range of services or access to any applicable Commonwealth or State, or industry funding.

Personal information about students (including international students) studying with TMP may be shared with the Australian Commonwealth and State Government Departments and Agencies, and designated authorities, including the Australian Skills Quality Authority (ASQA) and the National Centre for Vocational Education Research (NCVER) in accordance with the Data Provision Requirements 2012. This information includes personal and contact details, course enrolment and attendance details and changes relating to your enrolment.

Where applicable, TMP may also provide information to your Employer where you are enrolled as an Apprentice or Trainee under an Australian Apprenticeships scheme or where you have provided us with permission to share your course information with your employer.

TMP will not disclose an individual's personal information to another person or organisation unless:

1. the individual concerned is reasonably likely to have been aware, or made aware that information of that kind is usually passed to that person or organisation;
2. the individual concerned has given written consent to the disclosure;
3. TMP believes on reasonable grounds that the disclosure is necessary to prevent or lessen a serious and imminent threat to the life or health of the individual concerned or of another person;
4. the disclosure is required or authorised by or under law; or
5. the disclosure is reasonably necessary for the enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the protection of the public revenue.

Where personal information is disclosed for the purposes of enforcement of the criminal law or of a law imposing a pecuniary penalty, or for the purpose of the protection of the public revenue, TMP shall include in the record containing that information a note of the disclosure.

Any person or organisation to whom personal information is disclosed as described in this procedure will be required to not use or disclose the information for a purpose other than the purpose for which the information was supplied to them.

In the event that sensitive information is collected by TMP, it will not be used for any purpose without the express permission of the individual or as required by law.

TMP will take all reasonable steps to protect the security of the personal information that it holds. This includes appropriate measures to protect electronic materials and materials stored and generated in hard copy via our Student Management System, Learning Management System and/or our records management systems.

TMP will store securely all records containing personal information and take all reasonable security measures to protect personal information collected from unauthorised access, misuse or disclosure.

TMP will take all reasonable steps to ensure that any personal information collected is relevant to the purpose for which it was collected, is up to date and complete.

TMP will make available for inspection all personal information that it holds in relation to an individual upon written request. There is no charge for an individual to access personal information that TMP holds about them, however we may charge a fee to make a copy. Individuals will be advised of how they may access or obtain a copy of their personal information and any applicable fees within 10 days of receiving their written request.

Recognition of Prior Learning (RPL)

Your current knowledge and skills may be relevant to the course you are wishing to enrol in regardless of whether that knowledge or those skills have been acquired through formal training or not.  Each unit you study is made up of various elements and competency outcomes.  Each one consists of a range of performance criteria.  If you can provide evidence that you have the relevant skills and knowledge, you may be able to use this to gain recognition for all or part of a course.  This is known as recognition of prior learning (RPL).

When you apply for RPL, knowledge and skills for which evidence can be provided are measured against the equivalent unit(s) in the relevant course. If you are successful, you will be assessed as having already completed those units in your course. This may enable you to complete your studies in less time and at less cost.

Some courses may not be eligible for RPL due to the regulatory requirements. Any intention to RPL should be discussed at the time of enrolment.

Applying for RPL

The application for RPL is an assessment just like any other assessment you may undergo while you are a participant with TMP.  It should not, therefore,  be seen as an easier option.   You are able to apply for credit for one unit or several units of competency using the RPL process.   

You must be able to support your application with documentary evidence. If you believe that you already have competencies in the course you apply for, contact facility administration for an RPL application.

RPL Fees
Fees will be charged to the participant at an agreed rate at the time of enrolment. These fees are non-refundable and the participant must make payment in full prior to the commencement of the RPL process. Participants who are successful in obtaining RPL will have their course fees adjusted following the successful completion of the RPL process. 

National Recognition/Equivalency

National recognition involves assessing a previously completed formal course or subject to see if it provides equivalent learning or competency outcomes to those required within your current course of study. The process is called a credit transfer.

The purpose of credit transfer is to make it easier for participants to move between courses and institutions without having to complete the same course/s twice. This provides enhanced flexibility for the participant. A participant can gain credit for previous formal study towards current qualifications.

Credit transfer allows participants to seek credit for successfully completed studies at TAFE institutes, accredited private providers, professional organisations or enterprises and universities toward their current course.

To apply for credit transfer for units of competency, submit a certified copy of your qualification or statement of attainment to TMP prior to enrolment. An administration fee will apply.

Participant Matters

Legislation
Participants and staff both have a responsibility to adhere to relevant laws and regulations and conduct themselves in appropriate manner. Your responsibilities and rights under these Acts are explained during your orientation program (training centre induction).

Different courses delivered at our facilities across Australia are regulated by various authorities who may govern the content, the delivery mode and the assessment of the courses in addition to the requirements of the training package. Authorities such as Workplace Health and Safety, Work Safe and Transport and Main Roads issue guidelines by which TMP have agreed to comply. Non-compliance with these guidelines may jeopardise licensing agreements and/or registration and as such TMP will only deliver training and assessment that strictly adheres to these guidelines.

As a trainee if you are unsure of the procedures or requirements of a course that come under this category i.e. High Risk Work Licences, please approach your trainer / assessor or feel free to contact the appropriate regulatory authority.

Participant Code of Conduct

TMP is committed to providing a fulfilling and rewarding learning experience that enables participants to achieve their full potential. This commitment is underpinned by an expectation that participants will conduct themselves in a manner consistent with TMP's code of conduct.

Please be aware that when you enrol you sign for having read this handbook therefore you accept responsibility for maintaining a safe, harmonious and tolerant environment.

PART A: Participant Obligations & Responsibilities

TMP is committed to the delivery of a quality training service. This Code sets out TMP's expectations of participants with respect to their training and personal conduct and outlines the TMP's responsibilities to participants.

The primary objectives are:

• An obligation to act with integrity in academic work, to ensure that all training is conducted ethically and safely
• An obligation to observe standards of equity and respect in dealing with every member of the facility / organisation
• An obligation to use training and assessment resources in a lawful and appropriate manner, and to not diminish TMP's reputation in the carrying out of training and other associated function activities and or related clients
• Adhere to National and State Occupational Health and Safety requirements.

Participant Obligations & Responsibilities

• Participants have an obligation to inform themselves of the TMP's rules and policies affecting them.
• Participants must ensure their contact details are up to date.
• Participants are required to enter and exit the building and or classrooms, and move around the facility as instructed by any member of TMP's staff adhering to any traffic management tools implemented such as safety signs, barriers, pathway marking etc. TMP's facilities are operated as live worksites, and have, from time to time, members of the public, plant and vehicles accessing the grounds.

In exercising their obligations, TMP's participants are expected to accept the following responsibilities:

• Conduct themselves honestly. Adhere to TMP's policies.
• Not engage in plagiarism or other training misconduct Plagiarism is - inclusion of written material that is not your own work in other words. Using other people's words in your assignments without acknowledging the original author
• Conduct themselves in a manner conducive to the proper functioning of the facility / organisation, which is dedicated to the pursuit of quality training delivery
• Actively participate in the learning process
• Attend scheduled classes, training activities and submit assessment tasks on time, unless unforeseen or exceptional circumstances arise
• Behave ethically, avoiding any action or behaviour that would unfairly disadvantage or advantage either themselves or another participant
• Ensure their training activities are conducted safely and do not place others at risk of harm, including abiding by all ethics requirements in relation to the industry
• Be familiar with the programs and resources available to assist them in conducting their training
• Not behave in any way which impairs the reasonable freedom of other persons to pursue their study or training.

Equity and respect

Participants are expected to:

• Treat all TMP's staff, other participants, and visitors to the facility with courtesy, tolerance and respect. This extends to staff in venues off-campus, supervisors and others involved in workplace placements.
• Respect the rights of others to be treated equitably, free from all forms of discrimination and harassment, including sexual harassment
• Respect the rights of others to express views and not engage in behaviour that is obscene, dangerous or could reasonably be considered to be offensive to others
• Not engage in behaviour that is unlawful, discriminatory or may constitute harassment or bullying.
• Not engage in behaviour that is perceived to be threatening or intimidating or causes any person to fear for their personal safety or well-being
• Not behave in a way that disrupts or interferes with any training or assessment activity of TMP

TMP's resources and reputation
Participants are expected to:

• Use and care for all TMP's resources such as; buildings, equipment, grounds, learning and assessment materials information and communication technology resources, in a lawful and ethical manner.
• Be mindful of the need for resources to be shared by all members of the facility / organisation.
• Ensure their actions or inactions as a participant do not harm, or bring into disrepute, TMP's reputation or good standing
• Not engage in behaviour that is detrimental to TMP's property
• Not participate in any facility activity, while under the influence of alcohol or other drugs. Participants may be required to partake in drug or alcohol testing prior to the commencement or during the course.
• Not use, possess or supply any prohibited drug, substance or weapon
• Not misuse computing or communications facilities in a manner which is unlawful or which will be detrimental to the rights and properties of others

TMP's Responsibilities
In pursuing its mission, TMP recognises participants have the right to:

• experience high quality training;
• expect that the learning experiences provided will be challenging and stimulating;
• expect that course content will be relevant and in accord with current developments in industry;
• be treated with respect and courtesy by facility / organisation staff and fellow participants, in an environment free from harassment of all kinds including that based on gender, ethnicity, age, disability or background;
• be informed about what is expected of them in each area of study;
• receive fair, timely and useful feedback on their performances and progress;
• provide feedback to TMP on its training delivery.
• receive reasonable support from training staff when needed;
• have access to quality facilities, equipment and resources necessary to complete the enrolled course
• expect courses will satisfy the requirements of industry and relevant professional bodies;
• have access to adequate procedures for dealing with grievances;
• have access to current and accurate information about courses, administrative procedures and financial implications;
• expect legal entitlements, in terms of confidentiality, processing and access to personal files.

TMP Misconduct Policy

CONSEQUENCES FOR MISCONDUCT
TMP 's code of conduct policy is used in conjunction with and related directly to TMP's other policies.  

Our aim is to promote a sense of responsibility amongst participants and recognise that mistakes will occur. Inappropriate behaviour is not tolerated but participants may be permitted to repair harm caused by any such actions.  

Consequences for inappropriate behaviour may range in severity depending on the nature of the behaviour.  Ongoing and repeated behaviours that cause concern to TMP will have a cumulative effect on the level of consequence that will be given.  Inappropriate behaviour is likely to result in suspensions, expulsion or withdrawal without refund.

TMP reserves the right to refuse entry to, ask to leave or reject any person that behaves in a manner that breaches policy. TMP will exercise its lawful right without prejudice to call authorities and peruse action should it be deemed necessary.

Complaints, Academic, and General Appeals

TMP seeks to continuously provide a high quality education and training service in which all participants are encouraged to strive for excellence. TMP is committed to implementing effective complaint resolution procedures that, where possible, are managed quickly, at the local level and with a minimum number of people involved. The resolution process will focus on a timely re-establishment of good educational working relationships and positive outcomes. The procedures aim to avoid blame and undue investigation.
This policy applies to all participants (including current, prospective and existing participants) undertaking study or training in courses offered by TMP including trainees under a contract of training. Participants under a contract of training will also need to seek advice from the relevant government department in their State about their rights and responsibilities. This policy also applies to staff, industry representatives and employers. This policy applies to all complaints requiring resolution except those covered under equal opportunity or access and equity in which external parties may need to be involved.

Complainants can choose to utilise resources outside TMP to resolve their complaint if they wish.
In handling a complaint, whether formal or informal, confidentiality will be maintained to:

• Protect all parties involved in a complaint under the principles of natural justice
• Prevent the possibility of a defamation or other legal action
• Involve the minimum number of people possible

All participants and staff are to be informed of the complaint resolution procedures. The focus for resolution will be on issues rather than individuals. Participants and staff are to be protected from victimisation. Natural justice principles will be used to ensure procedural fairness.
A complainant has the right to withdraw the complaint at any stage.
If a participant is utilising this process, their enrolment must be maintained while the complaints or appeals process is ongoing unless the participant is in breach of another TMP Policy.

Process
There are two types of complaint: informal and formal. Participants, industry representatives and staff may choose either process.

Informal complaint
A complaint is considered to be informal when it is made verbally. It is also considered to be informal when it is made in writing and addressed to the person against whom the complaint is being made unless a signed copy of that letter is also sent to the Operations Manager. An informal complaint will be referred to an appropriate person to assist the effective and rapid resolution. Resolution of a complaint is to be achieved as quickly as possible, at the local level and with a minimum number of people involved.

Formal complaint
Participants may make a formal complaint by forwarding a signed written complaint to the Operations Manager of the respective TMP office within one month of the incident to which the complaint relates.

All parties have a right to confidentiality and privacy, subject to necessary legal responsibilities, and the complaint will be forwarded to the most appropriate qualified person (as determined by the CEO) to assist the effective and rapid resolution of any complaint.

At all times, parties to the complaint may be accompanied by an advocate of their choosing (at their own cost), except where that advocate is a legal practitioner. Each party will have opportunity to formally present their case should they wish to do so.

Academic appeals
All participants have the right to make an academic appeal.  Where a participant is dissatisfied with an assessment the participant should discuss this informally in the first instance with their assessor.

Where a participant is dissatisfied with the outcome of assessment of practical work and/or vocational placement assessments performed in the workplace, the participant should discuss this informally in the first instance with their workplace mentor/supervisor.  If the participant remains dissatisfied, the issue should be discussed informally with their assessor. 

If the issue cannot be resolved informally, a participant may submit a formal academic appeal in writing to the relevant Operations Manager within twenty (20) working days of receiving the reviewed academic result.

The appeal must outline why the participant has requested a formal review of the result.  The participant will be advised in writing that the appeal has been received.  The relevant Operations Manager will seek to resolve a formal academic appeal through the appointment of an independent and impartial assessor to conduct an investigation and make a recommendation.

The relevant Operations Manager will make the final decision on all formal academic appeals.

All parties involved in any formal academic appeal will be advised of the outcome in writing within twenty (20) working days of the date of the appeal.  If a participant's formal academic appeal is successful the academic result will be amended. 

A participant whose formal academic appeal is not upheld by the relevant Operations Manager will be advised in writing of the option to either access the appeals procedure or the process for external mediation.

Appeals process
If a complainant is dissatisfied with the outcome of their formal complaint or academic appeal they may lodge an appeal against the decision.  TMP provides the right of appeal against decisions made following the resolution or completed investigation of a complaint or academic appeal, whether informal or formal or a breach of TMP 's Policy. At all times, parties to the appeal may be accompanied by an advocate of their choosing (at own cost), except where that advocate is a legal practitioner.  Each party will have opportunity to formally present their case should they wish to do so.

An appeal must be lodged in writing within twenty (20) working days of the date of notification of the original decision. Any appeal must set out the grounds for the appeal. 

The General Manager or nominee may convene an Appeals Panel to assess the appeal, and act as Chairperson. In addition to the Chair, an Appeals Panel will consist of at least 2 staff of TMP.   The appellant will not normally have the right to be present when the Appeals Committee convenes.

An appellant will be notified in writing of the outcome of the appeal within twenty (20) working days of the date of lodgement of the appeal.

Non-academic appeals do not ordinarily require the convening of an Appeals Panel, however the General Manager may seek the input of suitably qualified staff that are independent of the grounds of the appeal. Where the grounds of an appeal involve statutory issues such as harassment or discrimination the Operations Manager will participate in the appeals process

The appellant will be notified in writing of the outcome of the appeal outlining the reasons for the decision within twenty (20) working days of the date of lodgement of the appeal.  The report will further advise the appellant of their right to access the external mediation process if they are not satisfied with the outcome of their appeal.

External mediation services
If a solution cannot be reached following the above procedure, arrangements for an external mediation service can be organised through TMP. The cost of the external mediation services is the responsibility of the participant. Each complaint, grievance, appeal and its outcome is recorded in writing and each party to the complaint is given a written statement of the appeal outcomes, including reasons for the decision.

Victimisation
All complaints will be handled with fairness in accordance with the principles of natural justice. TMP is committed to ensuring that participants do not experience any victimisation as a result of making either an informal or formal complaint. Whether a complaint is formal or informal, steps will be taken to ensure that neither party is victimised or disadvantaged as a result of a complaint being made. The nominee appointed to manage a formal complaint will be responsible for ensuring that no victimisation occurs.

Defamation
Defamation may be defined as the publication or making of false statements about another, which damage that person 's reputation. The defamatory statement must be untrue and also intended to be taken seriously. Its effect must be damaging to the reputation of the person.

A defamatory statement may be in one of two forms - libel or slander. Libel is a defamatory statement in written words, pictures or other visual form, or broadcast over radio or television with an element of permanence about it. Slander is a defamatory statement in spoken or written words or other transitory form.

All parties to a problem resolution process should ensure that they limit their discussions to details of the complaint and that they act within their role in pursuing TMP's Complaints, Grievance and Appeals policy.

Natural justice
The duty to act fairly includes two rules: the fair dealing rule and the no bias rule. This means that all parties must be given the opportunity to present their case, be fully informed about allegations and decisions made and have the right to be represented by another person. In addition, a decision maker must have no personal interest, beyond the scope of their role in this process and must be unbiased.  If the decision maker cannot meet these requirements they must immediately withdraw from the process. In order to expedite the process, participants shall also have regard for this and not unduly interfere with the mediation agent or the procedure. Should interference by the participant affect the normal process of events, TMP shall not be held responsible for the consequences.

Occupational Health Safety and Welfare

TMP is committed to ensuring the health, safety and welfare of its staff, contractors, participants and volunteers while working for or participating in activities and courses.

All participants have the responsibility to:

• protect their own health and safety and to avoid adversely affecting the health and safety of any other person
• not wilfully or recklessly interfere or misuse anything provided by TMP in the interest of health, safety or welfare
• cooperate with health and safety directives given by staff
• ensure that they are not, by the consumption of drugs and alcohol, in such a state as to endanger their own health and safety or the health and safety of another person.

If you have a personal health condition that may become acute while attending your course, please advise your Operations Manager before commencement of enrolment. All information will be treated in confidence and is only needed so that appropriate support or treatment can be provided should an emergency arise.

Should you be involved in any accident during training which results in personal injury and/or damage to equipment or facilities, please notify the educator immediately.

Alcohol and other drugs

TMP is committed to providing a worksite and learning environment which is free from any kind of substance abuse. To maintain this, participants and staff are not to indulge in the consumption of alcohol and/or illegal drugs during business/college hours, including break times, on or off site.

Personal Protective Equipment (PPE)
Due to the nature of the training and assessment undertaken at our facilities basic PPE is required for all courses - enclosed footwear, long pants, sun protection and additional PPE is required for most courses - High visibility shirt/vest, Hard Hat. Some courses require specialist PPE - rigging gloves, safety harnesses, hearing protection, and eye protection. If you are unsure of the PPE requirements for your course please contact your training facility.

Plant and Equipment
Plant and equipment is supplied for the explicit purpose of training and assessment and should not be accessed or used for any other purpose (other than by appropriately licensed staff). Any participant who does not operate the machine safely according to regulations and trainer/assessor instructions will not have further access to plant and/or equipment.

Record keeping

TMP maintains records of each participant's involvement with the RTO, including assessment results, personal details and financial records. These records are retained as per the AQTF and/or ASQA NVR requirements.  To assist in the resolution of any dispute each participant is encouraged to maintain their own similar records. Participant records are held in a secure location.

Personal details record keeping

It is the participant's responsibility to keep TMP informed of their contact details.  If, at any stage while you are enrolled, your personal contact details change, you are obliged to inform TMP, preferably at the facility where you undertook training and/or assessment.  A Contact Details Update Form is available from any of the facilities which should be completed as soon as practicable.  This allows TMP to send any communication to you in an efficient manner.

Housekeeping

You are expected to comply with the following conditions:

• NO smoking is permitted in any buildings, including the lifts, verandas, toilets, stairways and any entrance or exits to buildings.
• mobile phones MUST be switched off/silenced in classrooms.
• no eating or drinking is allowed in the training rooms - water is the exception
• Common areas are available for breaks at all facilities. Snack, drink and coffee facilities are located in the area with the microwaves and a refrigerator for your use. Please keep the common areas neat and tidy for consideration of fellow participants
• you are required to assume responsibility for your property e.g. bag, books, mobile phones, personal clothing items etc. Items should be clearly marked for easy identification. TMP accepts no responsibility for lost, damaged or stolen articles. This applies to all venues where training, assessment or placement occurs for the duration of your course.