Policies and Procedures
http://www.skills.vic.gov.au/
Our Mission at AGB Human Resources is:
“To provide high quality training courses with the flexibility to focus on the needs and desired outcomes of the client, whilst adhering to all AQTF standards and guidelines.”
We accomplish this by implementing and maintaining our policies and procedures.
Following are some of the policies and procedures for AGB Human Resources.
Access and Equity Policy
Principles
This Access and Equity Policy is based on the following principles:
- Providing and maintaining training services that reflect fair and reasonable opportunity, and consideration for all students and staff, regardless of race, colour, religion, gender or physical disability, regardless of the prevailing community values.
- Equity for all people through the fair and appropriate allocation of resources and involvement in vocational education and training.
- Equality of outcome within vocational education and training for all people, without discrimination.
- Access for all people to appropriate quality vocational education and training programs and services.
- Increased opportunity for people to participate in vocational education and training and in relevant decision making processes within the vocational education and training system.
Target Groups
The Access and Equity Policy target groups are:
- Aboriginal and Torres Strait Islanders;
- People with a disability;
- People from non-English speaking backgrounds;
- People in transition and other special groups (i.e. people re-entering the workforce, long term unemployed, sole parents, people with literacy problems, and those who have been institutionalised);
- Women; and
- People from regionally isolated communities.
Access and Equity Rules
AGB will apply the following rules in support of access and equity.
- All staff are to be given fair and reasonable:
(1) opportunity to participate in relevant decision making processes; and
(2) allocation of resources and services.
- All applicants are to be given fair and reasonable opportunity to attend and complete training.
- Where two or more applicants are assessed equal by order of merit, greater weight is to be given to people from the access and equity target groups.
- Priority between target group’s members should be determined on an individual basis and should be given to those members who have suffered the greatest disadvantage.
Yearly Review
The Access and Equity Policy is to be reviewed during December of each calendar Year.
Re-evaluation and Amendment
All perceived deficiencies in the Access and Equity Policy are to be documented at the Yearly Review and investigated to determine whether a deficiency exists, and, if so:
- The impact of the deficiency;
- How the policy should be amended to eliminate the deficiency; and
- Whether the suggested amendment is consistent with a ‘best practice strategy’.
A report is to be submitted at the subsequent monthly meeting for staff evaluation and determination. If the amendment is supported, the amendment will be effective immediately
Occupational Health and Safety Policy
This policy recognises that AGB Group is responsible for the health and safety of all staff in the workplace. In fulfilling this responsibility, the Senior Management Committee and the Chief Executive Officer have a duty to provide and maintain a working environment that is safe and without risks to health.
The objectives of our policy are:
- To achieve an accident free workplace for management, employees and participants
- To make health and safety an integral part of every management and supervisory position
- To ensure that health and safety is considered in all planning and work activities
- To involve staff in the decision making process through regular communication, consultation and training (where applicable)
- To provide a continuous program of education and learning to ensure that staff work in the safest possible manner
- To identify and control hazards in the workplace through hazard identification and risk analysis
- To ensure all potential accidents/incidents are controlled and prevented
- To provide effective injury management and rehabilitation for all staff
To meet the objectives of this policy, the Chief Executive Officer is committed to regular discussions with employees to ensure that health and safety issues are regularly reviewed. Health and safety is most effective when a joint manager and employee approach is used to identify and solve problems.
Management
- The Senior Management Committee and Chief Executive Officer are responsible for the effective implementation of this policy. The Senior Management Committee and Chief Executive Officer must:
- Fulfil their responsibilities under the applicable Acts and Regulations
- Ensure that the agreed procedures for regular discussion between the Chief Executive Officer and employees are followed
- Make regular assessments of health and safety performance and resources
- Provide information, training and supervision for all staff in correct manual handling techniques and other relevant OH&S issues
- Prepare worker's rehabilitation and return-to-work programs
Employees
- Have a duty to take care of their own health and safety and of others affected by their actions at work
- Should comply with safety procedures and directions
- Must not wilfully interfere with or misuse items or facilities provided in the interest of health and safety
- Must inform the Chief Executive Officer of dangers and accidents occurring at the workplace
- This policy will be regularly reviewed in the light of changes to the workplace and changes in legislation
- The Senior Management Committee and Chief Executive Officer seeks co-operation from all staff in realising our health and safety objectives and creating a safe work environment.
Refund Policy Procedure
1.0 Purpose
- The purpose of this procedure is to ensure that if a trainee requests a refund, the process is carried out with efficiency and effectively.
2.0 Scope
- This procedure can be applied to any course conducted by AGB Human Resources except for the Productivity Places Program because this is a Government funded program and the trainees aren’t expected to pay for their training, thus there is no need for the trainee to request a refund.
3.0 References
4.0 Definitions
4.1 Training Manager
Person in charge of the trainers in the Registered Training Organisation
4.2 Trainee
Person participating in a course provided by AGB Human Resources
5.0 Actions
6.0 Documentation (Refer to standard forms)
- Refund Applicantion Form (this can be obtained by providing a formal request by phone or email)
Phone: (03) 5222 3466
Email: agbhr@agbgroup.com.au
Complaints & appeals Procedure
1.0 PURPOSE
The purpose of this procedure is to describe the method for handling customer complaints and deficiencies in the Quality Management system.
Also, to ensure all appeals are taken through the proper process and address as it should be.
2.0 SCOPE
This procedure can be applied to all disciplines and activities carried out in order to fulfill company obligations.
An Assessment Appeal can be placed by any trainee with reference to any course conducted by AGB Human Resources.
3.0 REFERENCES
- AS/NZS ISO 9001:2008
- Related AQTF 2007 standard: 2.1, 2.2, 2.6
4.0 DEFINITIONS
4.1 Principal
Person in charge of and responsible for a discipline, department or client.
4.2 Quality Assurance Manager
Person in charge of the Quality System
4.3 Appeal
Challenge a decision for further investigations.
4.4 Assessor
Official who assess the situation to see if the outcome/s are correct.
4.5 Trainee
Person undergoing training to obtain a certified qualification.
4.6 Trainer
Person qualified who conducts classes in a specific subject.
4.7 Suppliers/Contractors
Company/Individuals approved by AGB Human Resources to conduct/provide services/products to AGB Human Resources directly or to Clients/Trainees for training purposes.
4.8 Workplace Supervisor
Person on charge of overseeing Trainee's progress in their course
4.9 Training Manager
Person in charge of the training in an Registered Training Organisation
4.10 RPL/RCC (Recognition of prior learning/Recognition of current competencies)
Process for recognising trainees prior or current achievements relating to the course they are currently involved in.
4.11 RTO (Registered Training Organisation)
Government recognised organisation which trains in government certified courses.
5.0 ACTIONS
5.1 Customer/Supplier/Contractor Complaints
All Customer/Supplier/Contractor complaints shall be recorded in writing
5.1.1 Investigation
The Discipline Principal shall investigate the nature of the complaint and establish the validity or otherwise of the complaint. If the complaint cannot be justified, the Principal or his nominee shall resolve the matter with the customer/supplier/contractor.
5.1.2 Justified complaint
If the complaint is found to be justified, a Corrective Action Report shall be raised on the discipline or the responsible individual (including suppliers, contractors, employees and trainers). The proposed action plan shall be reviewed to establish effectiveness of the change.
AGB informs the Customer/Supplier/Contractor that there is a five (5) working day turn around time for a complaint outcome.
5.1.3 Performance Analysis Log
A Performance Analysis log shall be kept by the Quality Manager relating to:-
- Responsible person's performance
- Quality control reports resulting from investigations and evidentiary results
- Incorrect action list
- Customer's complaints
- Supplier's/Contractor's
- Investigation results
- Outcomes
5.1.4 Quarterly Review
The Quality Manager shall on a quarterly basis review the results to determine any potential problem areas and develop strategies to prevent occurrence of the problems.
5.2 Customer Appeals
5.2.1 Request review of decision; either reconsider or justify. (Assessor & Trainee & Workplace Supervisor, Supplier/Contractor)
Assessor/Supplier/Contractor to meet with Trainee and Workplace supervisor to:
- Identify the units of competency (modules) and performance criteria that the Trainee believes they should have been given credit for.
Justify decision made by the Assessor/Supplier/Contractor - use the appropriate documentation from the application kits for RPL/RCC to support the decision.
5.2.2 Written complaint to the Training Manager. (Training Manager & Assessor/Supplier/Contractor)
Training Manager to meet with Assessor/Supplier/Contractor to:
- Review the decision made by the Assessor/Supplier/Contractor via examination of the Trainee's documentation from the Application Kit for RPL/RCC.
- Training Manager then presents findings to Operations Manager. Operations Manager is to either up-hold or over-rule the Assessor's/Supplier's/Contractor's decision.
If the decision is over-ruled, the Training Manager will provide to the Trainee in writing the following:
- A written record of the complaint and details of the decision.
- Copies of the trainee's documentation from the Application kit for RPL/RCC, that show competency for the units/modules requested.
5.2.3 Corrective Action Request
If the complaint is justified, a Corrective Action Request form must be completed and followed through.
5.2.4 Unhappy with the outcome, complete the Assessment Appeals Form (Training Manager & Assessor/Supplier/Contractor)
If the decision is up-held, the Training Manager will provide to the trainee the following:
- Assessment Appeals Form
- Trainee and workplace supervisor are to complete the Assessment Appeals Form\
- Trainee will then return the form back to AGB, together with any/all of the following documentation to support their appeal:
- Past qualifications
- Past work experience
- Past references and testimonials
- Examples of past work
- Historical records and third party reports of workplace performance
- Recent qualifications
- Recent work experience
- Recent references and testimonials
- Examples of current work.
AGB informs the Trainee and the workplace supervisor IN WRITING that there is a five (5) working day turn around time for an appeals decision.
5.2.5 Appeals Committee undertake an investigation to determine appropriate action. (Appeals Committee & Traineeship Administrator)
The Appeals Committee will comprise of the CEO, a Training Consultant/Assessor/Supplier/Contractor and a Training Recognition Consultant (to include Traineeship Administrator to record findings) to review the following:
- Assessment Appeals Form
- Documentation to support the appeal
This may include but is not limited to:
- Interviewing any of the people involved (e.g.: Trainee, Assessor/Supplier/Contractor, area specialist)
- Requesting another Assessor to review the case
- Scheduling another assessment
- Upholding or rejecting the appeal at any stage
This will be completed within three (3) weeks of the lodgement of the Assessment Appeals Form
5.2.6 Decision made and the outcome is provided in writing to all stakeholders (Trainee, Workplace Supervisor and original Assessor/Supplier/Contractor) Appeals Committee & Traineeship Administrator (Nominated RTO)
The decision of the Appeals committee is final and all appeal decisions and feedback will be provided in writing to all stakeholders with copies of all documentation attached to the Trainee's file.
If the Trainee is unhappy with the decision, they may, within one week after the appeal decision, request to nominate another RTO to arbitrate.
On request, AGB will provide copies of all appeals documentation to the nominated RTO.
5.2.7 Final point of Appeal (Trainee & AGB)
If, after arbitration via a nominated RTO, the Trainee is still unhappy with the outcome they may contact AGB and request that a full inquiry take place.
5.2.8 File and Archive (All Above Personnel)
5.3 Quality System
If as a result of an extrinsic or an internal audit a corrective action request raised, the Quality Assurance Manager shall initiate the necessary action steps to address the deficiency.
5.4 Status Log
As part of quality records, the Quality Assurance Manager shall maintain a status log for customer/supplier/contractor complaints, audit reports, corrective action request and performance analysis review.
The review findings shall form part of Management Review meeting.
6.0 DOCUMENTATION (Refer to Standard Forms)
- Complaints Form
- Assessment Appeals Form
- Appeals Committee Outcome Report
- Corrective Action Report
|
