At Bayley & Associates, we are committed to providing training and assessment services in a manner consistent with the principles of access and equity. This means that our staff will:
• comply with all legal obligations with regard to access and equity,
• treat every participant/client with respect,
• make reasonable arrangements to accommodate individual needs, when adequate notice of these needs is provided, and
• uphold the highest standards of personal behaviour consistent with the Bayley & Associates Code of Conduct.

We expect participants/clients to:
• comply with all legal obligations with regard to access and equity,
• treat staff and other participants/clients with respect, and
• advise in a timely manner of the nature of any assistance that may be required.

Should a client have a complaint about access and equity matters, the aggrieved party should contact the Bayley & Associates Equity Officer (the Finance & Administration Manager). Our Equity Officer will attempt to resolve the matter in accordance with the following informal access and equity complaints process:
• discussion with the relevant staff member about the complaint,
• negotiation between the parties about the complaint, and
• agreement between the parties as to actions to be taken to resolve the complaint.

If unresolved by discussion/negotiation, the complaint can be taken to a Company Director in accordance with the formal complaints process detailed in the Bayley & Associates Complaints Policy and Process.

We normally apply the appeals procedures that are contained in the contracts entered into with our client organisations. However, where our dealings with clients are not covered by a contract which includes provision for an appeals procedure, we will follow the steps outlined in this Appeals Policy. Our appeals policy aims to ensure that:
• all appeals about assessment decisions are handled professionally and confidentially in order to achieve a speedy resolution,
• all appeals are managed fairly and equitably and as efficiently as possible,
• all parties have a clear understanding of the steps involved in the appeals policy,
• clients are provided with details of any relevant external authorities, if applicable to the appeals process.

All clients not covered by a contractual appeals procedure will be provided with a copy of this Appeals Policy document upon request. The Appeals Policy provides an avenue for clients to raise issues in connection with assessments of competence.

Should a client wish to appeal an assessment decision, or any other decision made by Bayley & Associates, the client should submit an appeal in writing within ten working days of B&A making the decision which is the subject of the appeal. The appeal should be addressed to:
   Appeals
   Bayley & Associates Pty Ltd
   PO Box 388
   MAWSON ACT 2607

Bayley & Associates will acknowledge receipt of the appeal in writing within ten working days of receipt. Should the appeal not be resolved within this initial period, Bayley and Associates will provide an update to the client on the progress of the appeal every ten working days thereafter. This update may be provided in verbal, written or electronic format. Bayley & Associates will arrange for the assessment to be reviewed by an alternative assessor to validate or overturn the original assessment decision. This may involve the client in attending an additional assessment interview.

If the client remains dissatisfied with the result of the assessment, the appeal will be dealt with by the Appeals Committee. The Appeals Committee will consist of:
• a company director of Bayley and Associates not connected with the circumstances of the appeal;
• a person from the education and training industry not connected with the circumstances of the appeal; and/or
• any other person considered advantageous to the resolution of the appeal.

The decision of the Appeals Committee shall be final.

We normally apply the complaints procedures that are contained in the contracts entered into with our clients. However, where our dealings with clients are not covered by a contract which includes provision for a complaints procedure, we will follow the steps outlined in our Complaints Policy. Our complaints policy aims to ensure that:
• all disputes or complaints are handled professionally and confidentially in order to achieve a speedy resolution,
• all complaints are managed fairly and equitably, and as efficiently as possible,
• all parties have a clear understanding of the steps involved in the complaints policy, and
• clients are provided with details of any relevant external authorities, if applicable to the complaint.

Clients not covered by a contractual complaints procedure will be provided with a copy of this Complaints Policy and Process document upon request.

The Complaints Policy provides the avenue for most complaints to be addressed. Clients may raise any matters of concern relating to assessment, the quality of the teaching, discrimination, sexual harassment or other issues which may concern them about the delivery of our services.

We encourage the parties to approach a complaint with an open mind and to attempt to resolve problems through discussion and negotiation. Where a complaint cannot be resolved through discussion and negotiation, we acknowledge the need for an appropriate external and independent agent to mediate between the parties. We will therefore submit the complaint to mediation by an independent mediator appointed by the President of the Institute of Arbitration and Mediation Australia (ACT Chapter). The costs of this mediation are to be borne equally by the parties.

Should a client have a complaint about the delivery of training and/or assessment services, the client should initiate the informal complaints process by the following actions:
• discussion with the relevant facilitator about the complaint,
• notification of the complaint to the relevant facilitator in writing or by email,
• negotiation between the parties about the complaint, • agreement between the parties as to actions to be taken to resolve the complaint.

If unresolved by discussion/negotiation, the complaint can be taken informally to a Company Director for further consideration. Bayley & Associates will attempt to resolve any informal complaints fairly and equitably within ten working days of their notification to the relevant facilitator.

If a complaint cannot be resolved through the informal complaint process, it may be placed into the formal complaint process, which involves presenting it to a Company Director for further consideration. All formal complaints must be submitted in writing within ten working days of the discontinuation of the informal complaint process. The complaint should be addressed to:
    Complaints
    Bayley & Associates
    PO Box 388
    MAWSON ACT 2607

Bayley & Associates will reply to the complaint in writing within ten working days of receipt. Should the complaint not be resolved within this initial period, Bayley and Associates will provide an update to the client on the progress of the complaint every ten working days thereafter. This update may be provided in verbal, written or electronic format.

If the complaint remains unresolved after six weeks, it may be placed before an independent external mediator. The parties will bear the cost of this step equally.

Bayley & Associates expects that all candidates will be frank, honest, open and cooperative when presenting evidence for assessment. This is essential to protect the standing of qualifications that we issue. If we become suspicious of evidence presented by a candidate, we will take reasonable steps to confirm that the evidence presented for assessment is genuine.

This policy aims to ensure that candidates are aware of:
• our expectations regarding the presentation of evidence,
• the steps that we will follow to confirm the validity of any evidence that we consider to be suspicious,
• the actions that may be taken if we believe that there has been some form of inappropriate action in connection with the presentation of evidence,
• their rights to appeal a decision that affects them, and
• the steps involved in the appeals policy .br /> At Bayley & Associates, we will not tolerate:
• fraud, (For example, claiming to have prepared a document or participated in a process when in fact the candidate did not do so, falsification of documents such as Statements of Attainment, supporting statements or course attendance certificates or similar actions.)
• plagiarism, (For example, copying someone else’s work without a recognised form of acknowledgement or similar actions.)
• inappropriate assistance. (For example, passing off work completed by someone else as the candidate’s own work.)

Candidates are asked to sign a statement of authenticity for any written evidence they present. This Statement of Authenticity is in a form similar to:
"I certify that the work submitted is my own. If it is group work, then I certify that I participated actively in the group process and I have clearly explained what my own contributions were. I have acknowledged the work of others (such as published authors and internet sites) where it has been included to illustrate points in my work."

If the assessor considers it possible that the evidence that has been presented may be false, fraudulent or otherwise suspicious, the assessor may:
• discuss with the candidate how the work was produced,
• confirm that the work/documents produced are the work of the candidate by seeking validation from a reliable third party such as a work colleague or supervisor, and
• disregard the dubious evidence and use other forms of evidence to determine competency

Where there is evidence of inappropriate action in connection with evidence presented by a candidate, the assessor will report this immediately to a Company Director. The candidate will be advised of the concern and asked to explain the circumstances surrounding the evidence in question. If there is no evidence of any inappropriate behaviour (in the opinion of the Company Director and the assessor), the assessment process will be continued.

If, in the opinion of the assessor and the Company Director, there is evidence of inappropriate action, they will discuss what action should be taken against the candidate who presented the evidence.

If the inappropriate action is relatively minor, the candidate may be given a written warning and the assessment process continued using only direct forms of evidence. Minor forms of inappropriate action might include failure to mention the involvement of other people in producing a document (first occurrence) or minor plagiarism (first occurrence). This decision will be recorded in appropriate records.

Serious forms of inappropriate action would include fraud, falsification of documents, repeated instances of failure to acknowledge the work of others or significant plagiarism. If the inappropriate action is serious, Bayley & Associates will advise the candidate in writing of the action that is to be taken. This may include:
•  discussion with the relevant facilitator about the complaint,
• cancelling any previously issued Statements of Attainment or qualifications which now seem suspicious in the light of the evidence of inappropriate behaviour, and
• advising the supervisor or manager of the candidate (where the assessment was paid for by the candidate’s employer).

A candidate who is aggrieved by the actions taken may follow the Bayley & Associates Appeals Policy.

At Bayley & Associates Pty Ltd we are committed to handling your personal information in accordance with the National Privacy Principles. Here’s how we will achieve this commitment:

Collection
Bayley & Associates will only collect information that is necessary to provide you with the services you request. This type of personal information generally comprises:
• Name, address, contact details (including phone, fax and e-mail),
• Academic and vocational qualifications,
• Student assessment tasks,
• Records of assessment,
• Credit card/cheque account details (as required when paying for training), and
• Bank account details (employees and contractors only).
If you do not wish to provide this information, it may not be possible for us to provide you with the services you have requested.

Use and Disclosure
Your personal information may be used in order to comply with our legal or government accountability requirements or provide the services you require, and administer and manage those services (such as charging, billing and collecting debts).
It may also be used to research and develop our services to gain an understanding of your needs in order to provide you with a better service, and advise you of other training products and services offered by Bayley & Associates. If you do not wish us to contact you regarding the options at point B above, please email the Office at info@bayleyteam.com.au and advise us not to contact you for these purposes.

We will not release your personal information to others without your written consent except where such disclosure is required by law, reasonably necessary to assist a law enforcement agency, required by auditors, legal advisers or other consultants for the purpose of complying with our legal requirementsor Standards for Registered Training Organisations.

Personal Information Quality
Our goal is to ensure that your personal information is accurate, complete and up to date. That's why we recommend that you let us know if there are any errors in your personal information and keep us up to date with changes to personal information such as your name or address.

Personal Information Security
Bayley &Associates is committed to keeping your information secure and we take all reasonable precautions to protect any information we hold about you. Reasonable steps are taken to destroy or permanently de-identify any personal information no longer required. Openness
We are open with you about what kind of personal information Bayley & Associates collects and holds and what we do with it.

Access and Correction
You have a right to access your personal information, subject to the requirements of the law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Bayley & Associates reserves the right to charge a fee for searching for and providing access to your personal information.

Sensitive Information
Generally, Bayley & Associates does not collect sensitive information about you (eg. information about your race, religion, political views). If we do need to collect sensitive information about you we will only do so with your consent. For example, to qualify for some government payments and meet government reporting requirements, we may need to have information about your Aboriginality or employment status.

Cancellation By Client
For clients covered by a contract with their employer, the refund policy shall be as per the contract. For all other clients a full refund will be made if cancellation occurs prior to the closing date for registrations for each unit/course. A refund of 50% will be made if cancellation occurs after the closing date but prior to the commencement date of each unit/course. No refund will be paid for a cancellation occurring after the commencement of the course. Clients will be advised of the closing and commencement date for their unit/course at the time of enrolment.

Where these arrangements impose undue financial hardship on a client, the client may make a written application for special consideration of their circumstances. Bayley & Associates will consider such applications and may waive the cancellation fees at the sole discretion of a Company Director.

Cancellation of Training By Bayley & Associates
For clients covered by a contract with their employer, the refund policy shall be as per the contract. For all other clients a full refund will be made on any course cancelled by Bayley & Associates. If the client prefers to be transferred to another course, Bayley & Associates will do this at no additional cost if another course is available.

Withdrawal From Course/ Module At Client Request
No refund will be made for withdrawal after the commencement of the client’s course. The client will be permitted to transfer their enrolment to another suitable training program at no additional cost.

Where these arrangements impose undue financial hardship on a client, the client may make a written application for special consideration of their circumstances. Bayley & Associates will consider such applications and may waive the cancellation fees at the sole discretion of a Director of the Company.

Procedure For Submitting A Request For Refund
A request for refund may only be submitted by the client who originally paid the course fees. Appropriate supporting documents should be attached to the request, for example, doctor’s certificate, police report etc. Requests for refund will normally be considered and processed within a period of 10 working days from receipt of the written request. All refunds will be issued by cheque. All requests for refund must be submitted in writing.

Dispute Resolution
Disputes regarding the refund policy its application will be dealt with in accordance with the Bayley & Associates Complaints Policy.

Some additional client support services are available to individual trainees. A trainee requiring additional client support should contact us as soon as possible.

Additional support services available include:
• access to subject matter experts for additional discussion of course content (fees may apply),
• extra assistance in assignment preparation (fees may apply),
• referral to suitable external literacy, numeracy and English language support services, and
• specialist accessible format materials, subject to lead times and availability of necessary expert assistance (provided at cost).

Participants with disabilities or language and literacy needs must contact our Finance Administration Manager in advance of enrolling on a course so that suitable arrangements can be made to ensure a good learning experience.

Our facilitators follow the principles of reasonable adjustment to ensure equity in assessment for clients with disabilities or language and literacy needs. This means that we may make adjustment to the context or process of assessment to accommodate an individual’s needs. However, we cannot change competency outcomes required for the achievement of the competency standard. In accordance with relevant legislation, adjustments will be considered reasonable when they do not impose an unjustifiable hardship on the training provider.

The language of instruction for all our courses is English. Participants will require a functional grasp of written and spoken English to a standard acceptable in their workplace and in a vocational educational setting to complete the course requirements.