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General Policies & Procedures

Application Lodgement Terms and Conditions

In lodging an online application with Flight One Academy, the Applicant confirms their agreement with the following Terms and Conditions:

(1) Flight One Academy is not under any obligation to offer the Applicant a place in a course and should the Applicant is not obligated to accept any such offer if received.

(2) Should the Applicant enrol in a course, Flight One Academy is required to submit data sourced from the application form to the national VET administrative collection as a regulatory reporting requirement.

(3) The information contained in the application form may be used for administrative, regulatory and/or research purposes by Flight One Academy or Government departments and agencies and authorised VET related bodies and regulators.

(4) The Applicant may receive a National Centre for Vocational Education Research (NCVER) student survey as a result of lodging this application.

(5) The Applicant is aware of and agrees with Flight One Academy’s publicly available Privacy Policy.

(6) The Applicant declares that the information provided on the application form is true and correct and is aware of the consequences that may arise from providing false, misleading or incomplete information, including withdrawal of any offer made by Flight One Academy and / or the cancellation of enrolment in a Flight One Academy course.


Privacy Policy

At Flight One Academy, we are committed to protecting your privacy in accordance with the Privacy Act 1998 (Cth). This Privacy Policy describes our current policies and practices in relation to the handling and use of personal information.

As an RTO, we use students’ personal information (such as name, address, attendance records and results) for general student administration as well as for planning, communication, research, evaluation and marketing activities undertaken by us. Only authorised departmental officers have access to this information. Your personal information may be disclosed to Commonwealth and Government Agencies. It is your obligation to notify ICAT of a change of address and contact details while enrolled in the course.

What information do we collect and how do we use it?

We will ask you for personal information when we assist you with your aeronautical pursuits. We use the information you provide to advise about potential solutions and assist with your payment arrangements. We only provide your information to the companies with whom you choose to deal (and their representatives). In the case of payment information, the data is managed by our Bank and is not held by Flight One directly.

We also use your information to send you requested product information and to enable us to manage your ongoing relationship with us e.g. invoicing, client surveys etc. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications.

We may occasionally notify you about promotions, new services and special offers, events or articles we think will be of interest to you. We may send you regular updates by email or by post. If you would rather not receive this information, email or write to us.

We may also use your information internally to help us improve our services and help resolve any problems.

What if you don’t provide some information to us?

If you don’t provide us with full information, we can’t properly advise or assist you with your needs.

How do we hold and protect your information?

We strive to maintain the reliability, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirement.

We hold the information we collect from you (with the exception of credit or personal banking information) safely stored in our office; electronic information is securely kept on our server. We take all reasonable steps to protect your personal information from misuse, loss, unauthorised access, medication or exposure.

We ensure that your information is safe by applying appropriate measures and security procedures. We require all staff to maintain the confidentiality of customer information. Access to information is restricted to employees whose job requires access to the information. Access to our computer system is restricted through password protection.

Will we disclose the information we collect to anyone?

We do not sell, trade, or rent your personal information to others.

We may need to provide your information to third parties e.g to CASA for administration and supervision activities, contractors who supply services to us e.g. to handle mailings on our behalf, or to other companies in the event of a corporate sale, merger, reorganisation, dissolution or similar event. However, we will do our best to ensure that they protect your information in the same way that we do.

We may also provide your information to others if we are required to do so by law or under some unusual other circumstances which the Privacy Act permits.

NCVER

As an RTO, under the Data Provision Requirements 2012, we are 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 this enrolment form and your training activity data) may be used or disclosed by us for statistical, regulatory and research purposes.

We may disclose your personal information for these purposes to third parties, including:

  • School – if you a secondary student undertaking VET(Vocational Education and Training), Including a school-based apprenticeship or traineeship;
  • Employer – if you are enrolled in training paid by your employer;
  • Commonwealth and State or Territory government departments and authorised agencies;
  • NCVER;
  • Organisations conducting student surveys; and
  • Researchers

Personal information disclosed to NCVER may be used or disclosed for the following purposes:

  • Issuing a VET Statement of Attainment or VET Qualification, and populating Authenticated VET Transcripts;
  • facilitating statistics and research relating to education, including surveys;
  • 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 an NCVER student survey which may be administered by an NCVER employee, agent or third party contractor. 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 VET Data Policy and all NCVER policies and protocols (including those published on NCVER’s website at www.ncver.edu.au).

ESOS Act and the National Code 2007 (international students only)

Information is collected on forms including web-forms and during your enrolment in order to meet our obligations under the ESOS Act and the National Code 2007; to ensure student is compliant with the conditions of their visas and their obligations under Australian immigration laws generally. The authority to collect this information is contained in the Education Services for Overseas Students Act 2000, the Education Services for Overseas Students Regulations 2001 and the National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students 2017. Information collected about you during your enrolment can be provided, in certain circumstances, to the Australian Government and designated authorities and, if relevant, the Australian Skills Quality Authority, Overseas Student Tuition Fund Manager in Tuition Protection Service department. In other instances, information collected during your enrolment can be disclosed without your consent where authorized or required by law.

How can you check, update or change the information we are holding?

Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate.

If you wish to access or correct your personal information please write to info@flightoneacademy.edu.au. We do not charge for receiving a request for access to personal information or for complying with a correction request. We do not charge for providing access to personal information.

Your consent

By asking us to assist with your aeronautical needs, you consent to the collection and use of the information you have provided to us for the purposes described above.

Tell us what you think

We welcome your questions and comments about privacy. If you have any concerns or complaints, please contact Managing Director and Principal Privacy Officer, Lucas Tisdall.


Complaints & Appeals

Nature of complaints and appeals

Flight One Academy responds to all allegations involving the conduct of:

  • The RTO, its trainers and assessors and other staff.
  • Any third party providing Services on behalf of Flight One Academy.
  • Any student or client of Flight One Academy.
  • Complaints may be made in relation to any of Flight One Academy’s services and activities such as:
  • the application and enrolment process
  • marketing information
  • the quality of training and assessment provided
  • training and assessment matters, including student progress, student support and assessment requirements
  • the way someone has been treated
  • the actions of another student

An appeal is a request for a decision made by Flight One Academy to be reviewed. Decisions may have been about:

  • course admissions
  • refund assessments
  • response to a complaint
  • assessment outcomes / results
  • other general decisions made by Flight One Academy

Principles of resolution

Flight One Academy is committed to developing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Through this policy and procedure, Flight One Academy ensures that complaints and appeals:

  • Are responded to in a consistent and transparent manner.
  • Are responded to promptly, objectively, with sensitivity and confidentiality.
  • Are able to be made at no cost to the individual.
  • Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement.

Flight One Academy will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.

Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.

Where a student chooses to access this policy and procedure, Flight One Academy will maintain the student’s enrolment while the complaints/appeals handling process is ongoing.

Timeframes for resolution

Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer. In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.

Records of complaints and appeals

Flight One Academy will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

Making a complaint or appeal

  • Complaints about a particular incident should be made within ninety (90) calendar days of the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made.
  • Complaints and appeals must be made in writing using the Complaints and Appeals Form, or other written format and sent to Flight One Academy’s office at 224 Qantas Avenue Archerfield Queensland 4108 attention to the Chief Executive Officer.
  • When making a complaint or appeal, provide as much information as possible to enable Flight One Academy to investigate and determine an appropriate solution. This should include:
  • The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
  • Any evidence you have to support your complaint or appeal.
  • Details about the steps you have already taken to resolve the issue.
  • Suggestions about how the matter might be resolved.
  • Your complaint or appeal will be acknowledged in writing via email or post within 7 days.

Resolution of complaints and appeals

  • Some or all members of the management team of Flight One Academy will be involved in resolving complaints and appeals as outlined in the procedures.
  • Where a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.
  • Where a third party delivering Services on behalf of the RTO is involved, they will be included in the process of resolving the complaint or appeal.
  • In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again. The outcome of this assessment will be the result granted for the assessment task.

Independent parties

Flight One Academy acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter. Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Flight One Academy.

Flight One Academy may also appoint the independent party to be involved in the resolution of a complaint or appeal where it is deemed necessary.

The independent party recommended by Flight One Academy is the Resolution Institute, however complainants and appellants are able to use their own external party at their own cost.

Flight One Academy will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.

The CEO will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

External complaint avenues

Complaints can also be made via the following avenues:

  • National Complaints Hotline:

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Consumers can register a complaint with the National Training Complaints Hotline by:

For more information about the National Complaints Hotline, refer to the following webpage: http://www.industry.gov.au/skills/nationaltrainingcomplaintshotline/Pages/FrequentlyAskedQuestions.aspx#

  • Australian Skills Quality Authority (ASQA):

Complainants may also complain to Flight One Academy’s RTO’s registering body: Australian Skills Quality Authority (ASQA). However, ASQA will only use the information you provide to inform its regulatory approach and will not contact Flight One Academy on behalf of the complainant or act as their advocate. For more information, refer to the following webpage: http://www.asqa.gov.au/complaints/make-a-complaint—domestic-students/make-a-complaint—domestic-students1.html

Refund Policy

Self Funded Domestic Student Refund Policy

If you cancel or withdraw from your course for any reason, the following terms will apply:

  • More than 10 weeks before the term, we shall refund all pre-paid tuition fees, less an administration charge of $250.
  • Less than 10 weeks but more than 4 weeks prior to the term, we will refund 60% of the term tuition fees plus 100% of any tuition fees pre-paid for subsequent terms, less an administration charge of $250.
  • Less than 4 weeks prior to the term, we will refund 30% of the term tuition fees plus 100% of any tuition fees pre-paid for subsequent terms, less an administration charge of $250.
  • After the term commences, we will not refund the term tuition will be non-refundable. Tuition fees pre-paid for subsequent terms will be refunded according to the above terms, less an administration charge of $250.

All enrolments are accepted subject to a minimum number in a course. If we are unable to deliver the course all pre-paid tuition fees shall be refunded.

Where non-tuition fees have been paid to a third party such as OSHC provider, you will be required to apply to the third party for a refund of those fees.

Aviation Industry RPL / Modular Student Refunds

Fees paid for the purpose of Recognition for Prior Learning (RPL) assessments, advice and services are non-refundable once paid.

Student undertaking individual modules of study for RPL or any other purpose are not eligible for a refund once the module materials have been sent / access granted to learning materials.

Payment of Refunds

  • All requests for refunds or credit transfers are must be made by lodging a completed Refund Request Form to the Student Administration Manager.
    The Refund Request Form is available here>>.
  • Approved refunds may be transferable to another institution or refunded to a bank account.
  • This must be given in writing via an email or a written letter with your signature.
  • You can apply for a refund at any time, but must allow enough time for us to process your application. We will approve/reject the request for refund within 14 days  after receiving the written request.
  • Payment of refunds will be returned to the person entered into the contract, unless notified in writing by this person at the time the refund request is made.
  • Refunds may include fees paid by the student for:
    • Tuition
    • Oversees student health cover (international students only), and
    • Any other fees paid in advance for non-issued portions of training materials, field trips, uniforms, etc.

Note: Fees do not include the cost of accommodation or meals, individual textbooks, stationery, uniforms, materials, tools or other individual items of equipment necessary for the course previously issued or utilised unless otherwise indicated.

  • Where non-tuition fees have been paid to a third party such as OSHC provider, you will be required to apply to the third party for a refund of those fees.

Fast Tracking

  • Structure and duration of our courses are subject to change. Course fees reflect the content of the course and the award, not the duration; therefore, there is no automatic reduction of tuition fees if you complete the course in a shorter duration than the published length of the course. Tuition fees may be reduced or refunds may be granted if you are granted sufficient credits or exemptions.
  • If you ‘fast track’ and complete your course in a shorter time than that specified in your Letter of Offer, you are not entitled to any refund of tuition fees. Any monies outstanding at completion (includes tuition fees, late charges, bank charges) may affect your eligibility to graduate.

Fees and Charges

Course Fees 

  • Standard Course Application is currently free ($0.00).
  • Standard Course fees are published on the relevant Course page
  • The minimum Application Fee for Recognition for Prior Learning (RPL) is $250.00

Recognition for Prior Learning (RPL) Fees 

  • The fee for an Aircraft Engineer RPL Report is published on the Engineer RPL Services page
  • The minimum Application Fee for Recognition for Prior Learning (RPL) is $250.00
  • Minimum charge per unit of competency assessed through RPL is $200.00

Re-assessment

  • All course fees include up to three (3) attempts at assessment per task.
  • After the third attempt, the student will need to re-do the unit or block of study where unit is part of a block (cluster) at the published fee.

Re-issuing of testamur and statements of results

  • All course fees include the cost for issuing of one copy of the AQF testamur and Record of Results and/or a Statement of Attainment.
  • A fee of $80.00 applies to each additional copy of a certification document issued.
  • Requests for additional academic documents must be made in writing to studentservices@flightoneacademy.edu.au.
  • Requests for additional academic documents will be processed within 10 business days

COVID-19 Policy

COVID-19 STATEMENT

In order to protect and ensure the ongoing health and safety of our extended team, we have taken the necessary steps to ensure we remain compliant and up to date with the current restrictions and guidelines issued by the Queensland Government.

Hand sanitizer is readily available at all locations along with single use, sustainable hand towels. We have increased our sanitation routines for both our office spaces, classrooms, amenities, workshops and aircraft and undertake daily screening of staff and visitors using non-contact procedures.

Whilst on our premises, all individuals are required to observe social distancing guidelines and remain at least 1.5M away from other individuals.
We have a register stationed at each location and have made it a condition of entry that all visitors and contractors supply their contact details. These will be kept securely for a minimum of 56 Days in order to support tracing efforts should there be any confirmed cases effecting the local community.

For all Passengers on Flight One Aircraft, we have implemented a Passenger Questionnaire and Manifest including the details of the aircraft, pilot, additional crew, passengers and destination. This also includes an additional section for recording the temperature of each passenger at the beginning of each day using non-contact procedures.

We acknowledge that this is a difficult time for many, and whilst we remain in a position to deliver the quality service that we pride ourselves in, we will continue to put the interest of our extended flying family first.

TAG Safety Committee


VET Student Loans Policies & Procedures

VET Student Loans Enrolment Policy

Flight one Academy – VET Student Loans Enrolment Policy

(Equal and fair treatment of students seeking to enrol)

Introduction

Flight One Academy is committed to providing equal and fair treatment for students in the enrolment process and during their application for a VET Student Loan in line with the requirements of the VET Student Loans Act 2016. All relevant staff are responsible for ensuring that the policy is read, adhered to and publicised to all customers.

The purpose of this policy is to ensure that, where a student chooses to apply for a VET Student Loan, that Flight One Academy meets the requirements of the VSL Act and the VSL Rules.

This applies to:

(a)  the selection of students seeking to enrol in approved courses; and

(b)  the treatment of such students.

Where relevant, a student may be enrolled in accordance with an arrangement that:

(a)  was entered into between the provider and an employer or industry body; and

(b)  limits or restricts enrolments in some or all of the places in the course

Fair Treatment

Flight One Academy undertakes to apply fairness in the treatment of students, particularly with regard to VET Student Loans, during enrolment. This can mean that students may in some cases be treated differently (from each other) in order to allow Flight One Academy to take into account the varying circumstances of each student.

Equal Benefits and Opportunities

Flight One Academy maintains fair and transparent enrolment procedures that are merit based when making decisions about students applying to undertake studies covered by the VET Student Loans scheme. Each application will be considered, in an open, fair and transparent manner in order to ensure that equal benefits and opportunities are being presented.

A student’s income is not a consideration in making assessments related to enrolment entry into a course with or without VET Student Loans. Where feasible, reasonable adjustments may be made where a student is deemed to have been educationally disadvantages.

Restricted Access

Flight One Academy may, where relevant, restrict access for enrolment in a course on the basis that there is an arrangement entered into with an industry body or employer. Enrolment in such cases may be limited or restricted to employees of the employer or industry body only, at Flight One Academy’s discretion.


VET Student Loans Grievance Policy

Flight one Academy – VET Student Loans Grievance Policy

Flight One Academy recognises that customers who train and study at Flight One Academy have the right to have their grievances dealt with in a fair, just and prompt manner based on a policy and procedure that is accessible, effective and easily understood. A grievance will be dealt with on a professional level, without bias or prejudice, in a balanced and confidential manner.

Definition of a complaint 

Complaints may be made against Flight One Academy and services provided and any of its instructors or staff, any third party providing services for AWA or any other student.

Definition of an appeal 

Appeals are both non-academic and academic. Non-academic appeals are in relation to appeals against decisions made by AWA. Academic appeals concern appeals again and against an assessment decision made by AWA.  This policy does not cover appeals against an external exam set and marked by the licencing authority.

Principles of resolution

Flight One Academy is committed to developing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Flight One Academy ensures that complaints and appeals:

  • Are responded to in a professional, consistent and transparent manner.
  • Are responded to promptly, fairly, objectively, with sensitivity and confidentiality.
  • Are able to be made at no cost to the individual.
  • Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement.

Flight One Academy will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.

There are no charges for students to submit, a complaint or appeal to Flight One Academy, or to seek information or advice about doing so.

Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.

Making a complaint or appeal

Complaints should be made as soon as possible after the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made.

A Complaints Lodgement form is available from the General Manager. You should provide as much information as possible to enable Flight One Academy to investigate and determine an appropriate solution.  This should include:

  • The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
  • Any evidence you have to support your complaint or appeal.
  • Details about the steps you have already taken to resolve the issue.
  • Suggestions about how the matter might be resolved.

Timeframes for resolution

The complaint or appeal will be acknowledged in writing within 3 business days.

The complaints and appeals process will commence within 10 business days of receipt of the application. Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer.

In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.

Resolution of complaints and appeals

A Senior Manager of Flight One Academy will be involved in resolving complaints and appeals as outlined in the procedures.

If a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.

Each party involved in the complaint or appeal may have a support person of their choice present at meetings scheduled to resolve the issue.

In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again.  The outcome of this assessment will be the result granted for the assessment task. The complainant or appellant will be advised in writing of the outcome of the process and the reasons for the findings made.

Flight One Academy will maintain a student’s enrolment throughout the internal appeals processes.  In the case of an external appeals process it will depend on the type of appeal as to whether Flight One Academy maintains the student’s enrolment as follows:

If the appeal is against Flight One Academy’s decision to report the student for unsatisfactory course progress or attendance, the student’s enrolment will be maintained until the external process is completed and has supported or not supported Flight One Academy’s decision.

Independent Parties

Flight One Academy acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter.  Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Flight One Academy.

The independent party is the https://vet.ombudsman.gov.au/ for VET Student Loan students. This service is free of charge. Where a VET Student Loans student is not satisfied with the outcome or conduct of the internal process, they are referred to the Commonwealth Ombudsman.  See information under external complaint avenues.

For fee for services students, the recommended external mediator is the Resolution Institute. Students are responsible for all associated costs.

Flight One Academy will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.

The General Manager will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations.  The complainant or appellant will also be formally notified in writing of the outcome of the mediation, and any recommendations being actioned by Flight One Academy.

External complaint avenues 

Complaints can also be made via the following avenues:

  • National Training Complaints Hotline:
    • The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint.  Consumers can register a complaint with the National Training Complaints Hotline by:
    • Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.
    • Email: ntch@education.gov.au
  • Australian Skills Quality Authority (ASQA):

Complainants may also complain to Flight One Academy’s registering body, Australian Skills Quality Authority (ASQA).

ASQA can investigate complaints about Flight One Academy in relation to:

  • the quality of our training and assessment
  • our marketing and advertising practices For students:
  • ASQA may not be able to investigate complaint if you do not include evidence that you have already exhausted our formal internal complaints process as above.
  • If your complaint does not fall within ASQA’s jurisdiction, it may be resolved more quickly if you directly contact the agency responsible as listed on the relevant webpage below.
  • Please refer to the relevant webpage below before making a complaint to ASQA: o https://www.asqa.gov.au/complaints
  • Information about the process and information you should provide is available here: https://www.asqa.gov.au/complaints/makecomplaintotherstakeholders
  • The Commonwealth Ombudsman

Students may complain to the Ombudsman if you believe AWA has not treated you fairly or has made an incorrect decision.

The Ombudsman may not be able to investigate your complaint if you have not already exhausted our formal internal complaints process as above.

Please refer to the following website if you are considering making a complaint: https://vet.ombudsman.gov.au/

Records of complaints and appeals

Flight One Academy will maintain a record of all complaints and appeals and their outcomes and reasons for the outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

 


VET Student Loans Information Handling Policy

Flight one Academy – VET Student Loans Information Handling Procedures

Information Type Description Responsibility
Pre-enrolment All information provided to a student under section 98 before the student is enrolled in an approved course is stored internally by the General Manager.

 

Student Admin
Academic Documents and Information All documents obtained or assessments undertaken for the purposes of determining a student’s academic suitability are stored within Flight One Academy’s secure environment and transferred to secure Student Management Systems once a student is enrolled on a course. Student Admin
Enrolment Documents and Information All records of the student’s enrolment, including the date that the student enrols in the course or a part of the course are stored within Flight One Academy’s secure environment and transferred to secure Student Management Systems once a student is enrolled on a course. Student Admin
VSL Documents and Information All information and documents collected for the purposes of, or in relation to, an application by a student for a VET Student Loan is stored within Flight One Academy’s secure environment and and transferred to secure Student Management Systems once a student is enrolled on a course. Student Admin
eCAF System The (if applicable) day and time the student gives the provider an application for a VET Student Loan is stored within the Department of Education and Training’s (DET) electronic Commonwealth Assistance Notice (eCAF) system. Flight One Academy’s Administrative Staff have access to this system and can gain access to information if/when requested. Student Admin
Communication and Correspondence All correspondence between the provider and the student (or the student’s parent or guardian) in relation to the course, including notices, invoice, CAN’s and training records are stored within Flight One Academy’s email server and / or secure Student Management Systems. Student Admin and / or Trainers
Grievance Records Records of each use of Flight One Academy’s grievance procedure are stored internally with no editing access permitted. Flight One Academy’s student services makes initial assessments of grievances and only individuals relevant to a specific grievance are permitted to become aware of, comment on or edit the document. Senior Management, Student Admin, Relevant Persons
Census Dates The census days and tuition fees for approved courses are stored internally by the General Manager. Any links to these documents on the website takes viewers to a secure PDF. Senior Management
Procedural Documents All procedural documentation is version controlled and stored internally by the General Manager. Any links to these documents on the website takes viewers to a secure PDF. Senior Management
Marketing and Media Content All marketing and promotional material relating to approved courses are managed primarily by our Marketing and Social Media Team, all has been approved and signed off by the General Manager. Marketing Manager, General Manager

 

Accessing Personal Information

All past or current students who enrolled with Flight One Academy may apply for, and receive, a copy of personal information that Flight One Academy holds in relation to the student.

All requests for information must come through in writing to the Student Administration Department.

All written requests for information from current or past students must be accompanied by proof of identification, which may include current passport or driver’s licence.

All requests for information from third parties must be accompanied by a declaration from the students approving the release of their personal information.

Documents and information are retained by Flight One Academy for 5 years or as required by the relevant regulations.


VET Student Loans Tuition Assurance Statement

Flight one Academy – VET Student Loans Tuition Assurance Statement

Introduction 

Australian Vocational education and training students whose providers have access to VET Student Loans are now automatically covered by the Australian Government’s Tuition Protection Service.

The Tuition Protection Service (TPS) assists students whose education providers are unable to deliver their course of study. It was initially established in 2012 as a service for international students. From 1 January 2020, the service was expanded to include eligible domestic students accessing a VET Student Loan at a private education provider. The tuition protection arrangements are sector-funded and underpinned by a sustainable provider levy framework. The levy framework covers the long term costs of tuition protection by requiring all non-exempt VSL providers to pay levies, commensurate with their size and risk.

WHAT HAPPENS IF FLIGHT ONE ACADEMY CEASES TO PROVIDE A COURSE AFTER IT STARTS BUT BEFORE IT IS COMPLETED?

 Information for affected students 

Flight One Academy will notify affected students in writing that an approved course of study is no longer provided within 2 business days after Flight One Academy ceases to provide the course after it starts but before it is completed.

As soon as practicable, Flight One Academy will also update its website to reflect that the course is no longer being delivered and to give students information about the tuition assurance arrangements.

Replacement courses

The Commonwealth Department of Education and Training (the Department) (or a consultant engaged by the Department) will work with affected students to identify a replacement course and arrange for students to be placed with replacement providers.

Replacement courses must meet the following requirements:

  • the course must lead to the same or comparable qualification as the original course;
  • the mode of delivery of the replacement course must be the same as or, with the student’s consent, similar to the mode of delivery for the original course;
  • the location of the replacement course must be reasonable, having regard to the costs of, and the time required for, a student’s travel; and
  • the student will not incur additional fees that are unreasonable and will be able to attend the replacement course without unreasonable impacts on the student’s prior

Affected students will be offered a replacement course and may seek a review about whether the course offered to them meets the requirements for replacement courses.

A student who accepts the replacement course offered will not be required to pay the replacement provider for the replacement components of the replacement course. However, the fees payable for the remainder of the replacement course may be different from the fees payable for the original course.

A student who accepts the replacement course offered will also receive course credits for parts of the original course successfully completed by the student, as evidenced by:

  • a copy of a statement of attainment or other Australian Qualifications Framework certification document issued by the course provider or an authorised issuing organisation in accordance with the Australian Qualifications Framework; or
  • a copy of an authenticated VET transcript issued by the Student Identifiers registrar.

Each affected student will have a period of six (6) months in which to accept the replacement course offer. The Department may extend that period in circumstances that justify an extension.

If an affected student enrols in a course that is not a replacement course, the student may be required to pay additional tuition fees, and might not receive the course credits the student would have received if the student had enrolled in a replacement course.

Re-crediting of students’ VET Student Loan balances 

Where there is no suitable replacement course for a student, the Department (or a consultant engaged by the Department) will notify the student that he or she may apply to Flight One Academy to have their VET Student Loan balance re-credited for the affected parts of the original course. The student may nominate the Department (or a consultant engaged by the Department) to make the application on the student’s behalf.

Flight One Academy will consider students’ applications as soon as practicable and notify them of the decision about the application, together with a statement of reasons for the decision. If an application for a re-credit is accepted, the amount re-credited will be equal to the amount of VET Student Loan assistance received by the student for the affected VET units of study.

Prepaid fees

Flight One Academy does not collect up-front fees of greater than $1500.

For tuition fees paid up-front below $1500, students should be aware that there is no formal protection in place and students will be responsible to seek a refund for these fees directly from Flight One Academy if Flight One Academy fails to provide the agreed services. Flight One Academy has in place a Student Review Policy and Procedure policy which is available for download. If the provider is under external administration, this may require the student submitting a proof of debt with the external administrator.

Record keeping

It is suggested best practice for students to retain assessments, records of competencies or statements of attainment that they receive from their education provider.


VET Student Loans Student Review Policy

Flight one Academy – VET Student Loans Student Review Policy

Purpose 

The purpose of this policy is to provide guidelines on the re-credit of FEE HELP balances for all potential and currently enrolled domestic students in a FEE-HELP enabled course. In this procedure review means the ‘formal consideration of a decision’

Definitions

The Act refers to the Higher Education Support Act 2003 or the VET Student Loans Act 2016

Student: Refers to students, who are Australian citizens or permanent humanitarian visa holders who will be resident in Australia for the duration of their VET Units of study, and who access FEE-HELP for payment of their tuition fees in respect of the VET unit of study in which they are enrolled.

Census Date: A published date, set by the provider, no earlier than 20% of the way through a VET Unit of Study.

Tuition Fees: Fees paid for a VET Unit of Study that is approved for FEE-HELP and applies to students who are, or would be entitled to FEE-HELP assistance under clause 43 of Schedule 1A of the Act.

Unit or VET Unit of Study: A VET unit of study approved for FEE-HELP that a student may undertake at Flight One Academy, for which the student may access FEE-HELP assistance to pay for all or part of their tuition fees.

Policy Content

Flight One Academy has put in place the following procedure for reviewing decisions related to the re-crediting of a FEE HELP balance for students who have withdrawn after the census date or have failed to complete a unit of study because of special circumstances. These procedures ensure that Flight One Academy Pty Ltd complies with the fairness requirements in relation to review procedures for FEE HELP.

Incurring a FEE HELP debt

Students who are, or would be, eligible for FEE HELP assistance and have requested FEE HELP who withdraw from a unit on or before the census date will not incur a FEE HELP debt for the tuition fees for that unit.  Students who have requested FEE-HELP assistance who remain enrolled after the published census date will incur a FEE-HELP debt. A Student who withdraws from a Unit after the published census date for that Unit will incur a FEE-HELP debt for that Unit.

Re-crediting a FEE HELP balance 

Students who withdraw from a Unit after the published census date, or fail to complete a Unit, may apply to have their FEE-HELP balance re-credited with respect to the Unit if they believe special circumstances apply in accordance with the following procedures.

Special Circumstances 

If a Student withdraws from a Unit after the published census date for that Unit, or has been unable to successfully complete a Unit and believes this was due to special circumstances, the student may apply to have their FEE-HELP balance re-credited for the affected unit/s.

Flight One Academy will re-credit the Student’s FEE-HELP balance if it is satisfied that special circumstances apply.

Special Circumstances apply where:

  • the Student’s withdrawal or failure to complete are beyond their control, and
  • these circumstances did not make their full impact on the student until on, or after the census date; and
  • these circumstances were such that it was impractical for the Student to complete the requirements for the Unit.

For circumstances to be beyond a Student’s control, the situation should be that which a reasonable person would consider is not due to the Student’s action or inaction, either direct or indirect, and for which the Student is not responsible. The situation must be unusual, uncommon or abnormal to be considered special circumstances.

Special circumstances do not include:

  • lack of knowledge or understanding of requirements for FEE-HELP assistance; or
  • Student’s incapacity to repay a FEE-HELP debt (repayments are income contingent and the Student can apply to the Australian Taxation Office for a deferral of a compulsory repayment in certain circumstances).

Procedure

Each application for re-credit of a student’s FEE-HELP balance will be considered on its merits together with all supporting documentation substantiating the special circumstances claim.

  • A Student must apply in writing on the Withdrawal Form, to the General Manager within 12 months of the withdrawal date, or if the Student has not withdrawn, within 12 months of the specified completion date of the Unit. Flight One Academy has the discretion to waive this requirement if it is satisfied that it was not possible for the application to be made within the 12-month period. Relevant supporting documentation will be required to substantiate the claim.
  • The application for re-crediting a FEE-HELP balance must include details of the:
  • Unit(s) for which a Student is seeking to have a FEE-HELP balance re-credited and
  • Special Circumstances as referred to above, including supporting documentation.
  • Flight One Academy will consider each application within 15 working days working days of receipt of the application. It will consider each request to re-credit a FEE-HELP balance in accordance with the requirements of Schedule 1A of the Act. Applicants will be notified in writing of the decision within 15 working days of reaching a decision.

Review of Decision

Where Flight One Academy makes a decision NOT to re-credit a student’s FEE-HELP balance, that decision may be subject to review.

If a Student is not satisfied with the decision made by Flight One Academy the Student may apply, within 28 days of the receipt of the original decision, for a review of the decision. The application for review must:

  • be made within 28 days of receipt of the original decision
  • include the date of the original decision
  • state fully the reasons for applying for the review
  • include any additional relevant evidence

Applications should be made in writing to the General Manager as the designated Review Officer of any decisions relating to a request for re-crediting of a FEE-HELP balance. Note: The Review Officer is senior to the designated FEE-HELP officer responsible for the original decision and was not involved in making the original decision to be reviewed.

The Review Officer will:

  • acknowledge receipt of the application for review of a decision in writing within 10 working days; and
  • inform the Student that if the Review Officer has not advised them of a decision within 45 days of receipt of the application for review, it is taken that the Review Officer has confirmed the original decision.

The Review Officer will then:

  • review the information from the original decision and then assess any new evidence provided by the Student
  • provide written notice to the Student of the decision, setting out the reasons for the decision
  • inform the Student of their right to apply to the Administrative Appeals Tribunal if they disagree with the Review Decision, and timelines involved (see below).

Reconsideration by the Administration Appeals Tribunal

At the time of the original decision, and at the time of the subsequent Review Decision, the Student will be notified of their review rights and responsibilities. The relevant officer will inform a Student in writing of their right to appeal to the Administrative Appeals Tribunal (AAT) if they are not satisfied with the outcome and the contact details of the closest AAT office and the approximate costs of lodging an appeal. The Application must be lodged at the AAT within 28 days of receiving written notice of the Review Decision. This time limitation can be extended in limited circumstances by order of the AAT.

AAT Details and Approximate Costs Your nearest AAT office is in Brisbane.

Contact number: (07) 3361 3000

Note: Full details of the application process and fees payable are available on the AAT Registry’s website: www.aat.gov.au. An application fee may have to be paid, and is subject to change. Applications cannot proceed until the fee has been paid or waived.

Applications for fee waiver must be made to the AAT. Refer to the AAT website for more details.

The Department of Education and Training will be the respondent for cases that are brought before the AAT. Upon Department of Education and Training’s receipt of a notification from the AAT, Department of Education and Training will advise Flight One Academy that an appeal has been lodged. Upon receipt of this notification Department of Education and Training, the Review Officer will provide Department of Education and Training with copies of all the documents that are relevant to the appeal within ten (10) business days.


VET Student Loans Withdrawal Policy

Flight one Academy – VET Student Loans Withdrawal Policy

Introduction

Flight One Academy is committed to making sure that there are no financial barriers that would prevent a student from withdrawing before or on a census date.

A student may cancel their enrolment from a VET unit of study by withdrawing on or before the census date, in which case the student:

  • Will not incur a VET Student Loan debt for that unit of study.
  • Will receive a refund for any up-front tuition fee payment on or before the census date for the specified unit of study from which they are withdrawing.
  • Will not be charged an additional penalty or fee to allow them to withdraw from a VET unit of study.

Process for Withdrawal

Students must notify Flight One Academy in writing if they wish to withdraw from a VET unit of study or want to cancel a request for Commonwealth assistance. This should be done as soon as possible and ideally via email to the Student Services Department: studentservices@flightoneacademy.edu.au.

The responsible manager would then make a time to discuss and help resolve difficulties that might influence a student’s decision to withdraw. However, if the student has indicated in writing on or before a census date that they are considering withdrawing from a unit of study, Flight One Academy will ensure that they are not enrolled in that VET unit of study or subsequent units of study from the time of notification.

The Student Services Manager is the first point of contact in the withdrawal process and they will ensure the student completes the Student Withdrawal Form, which will be kept on the student’s file.

Re-Enrolment in a Vet Unit Of Study

Flight One Academy will not enrol students who have withdrawn from a VET unit of study, in subsequent units of study without written instruction from the student. Students who wish to re-enrol in a VET unit of study are required to notify the Student Services Manager in writing indicating the date of return to training.


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