CODE OF PRACTICE & CUSTOMER SERVICE CHARTER
CMC Training at Work has a strong customer focus. It is committed to:
- Professionalism. Staff are knowledgeable, objective, experienced and always act with integrity.
- Understanding the needs of its customers and the context of its business.
- Confidentiality of customer and student information.
- Responsiveness. CMC Training at Work meets agreed timeframes and responds to all queries.
- Creating more choices for its clients by providing choices in assessment, learning tasks and delivery modes.
CMC Training at Work:
- Has a commitment to excellence in all areas of business.
- Maintains adequate and appropriate insurance including public liability and registration requirements.
- Complies with all laws relevant to operation on its training premises e.g. occupational health and safety and fire safety regulations.
- Allows state departments or their agents’ access to training records, delivery location and staff for auditing purposes, in line with privacy and confidentiality principles.
- Conducts all business in an ethical and sound manner.
- Will, in the event of ceasing operations, send all records of student results to the relevant state government department for archiving.
Educational Standards
CMC - Training at Work:
- Meets the requirements of the Australian Quality Training Framework (AQTF).
- Strive to, at all times, deliver training and education services of the highest quality.
- Adopts policies and management practices which maintain high professional standards.
- Maintains a learning environment that is conducive to the success of students.
- Develops courses that are based on the diverse range of needs of our learners and that cater for all types of learning styles.
Financial Standards
CMC - Training at Work:
- Adopts sound business and financial planning systems.
- Has fair, equitable and publicised Fees & Charges and Refund Policies (included in our Fees Outline and online).
- Maintains a trust account for safeguarding student fees paid in advance.
- Will have accounts certified by an appropriate accountant or auditor at least annually, in accordance with its Financial Management Policy.
Legislation
CMC Training at Work comply with relevant State and Territory legislation and ensure that operations including policy and procedures are in accordance with appropriate laws.
CMC Training at Work recognise the importance of keeping abreast of changes and new requirements of relevant Commonwealth, State and Territory legislation. As CMC Training at Work become aware of new legislation, policies, procedures and systems will be reviewed and updated. This includes provision of training to staff if necessary.
In order to ensure CMC are aware of changes, it is an active member of industry associations and advisory boards such as the Australian Council for Private Education and Training (ACPET).
Staff
CMC Training at Work will employ staff who are appropriately qualified and experienced for the area in which they work. CMC Training at Work has an extensive staff professional development policy and all staff are encouraged and supported to participate in regular professional development training and exercises. All CMC Training at Work staff and representatives abide by the Staff Code of Behaviour.
Access & Equity
CMC Training at Work has an Access and Equity policy which all staff are familiar with and adhere to. CMC Training at Work provides an excerpt from our Access and Equity policy to all students in this guide. The policy is also available at www.trainingatwork.com.au/policies.
Privacy
All clients of CMC Training at Work can expect their privacy to be respected and for all confidential information to be protected. For this reason CMC Training at Work have a Privacy & Confidentiality Policy and a Privacy Officer.
Conflict of Interest
CMC Training at Work recognise that at times conflicts of interest may arise between CMC Training at Work and other organisations and/or between staff and our clients or stakeholders. To ensure conflicts are identified and managed appropriately, CMC Training at Work has a Conflict of Interest Policy which all staff are familiar with and abide by. A copy of the policy can be found online at www.trainingatwork.com.au/policies
Complaints and Appeals
CMC Training at Work has a fair and equitable process for dealing with customer complaints and student assessment appeals. For the full policy visit www.trainingatwork.com.au/policies.
Marketing
CMC Training at Work markets its vocational education and training products with integrity, accuracy and professionalism, avoiding vague and ambiguous statements and in line with CMC's Ethical Marketing and Advertising Policy.
Recognition of Prior Learning and Credit Transfers
CMC Training at Work provide information on RPL and Credit Transfers to all students upon enrolment.
Quality Assurance and Continuous Improvement
CMC Training at Work ensures that quality improvement occurs on an ongoing basis by providing clients and stakeholders with opportunities to provide both written and verbal feedback. Feedback is used to improve services in accordance with client expectations and feedback. Staff have ongoing opportunities and expectations to review training and assessment practices through staff meetings, annual reviews and moderation meetings. The organisation’s management style is participatory.