Our policies
Transparent, fair and compliant
ACHC operates under the National Vocational Education and Training Regulator Act 2011 and the Standards for Registered Training Organisations. These policies set out how we protect your rights as a learner. Each is available in full below and summarised in the Student Handbook.
Making a complaint or appeal
We take every complaint seriously. Most issues are resolved informally, but you always have the right to a formal process, and it will never disadvantage you.
STEP 1
Talk to us first
Raise the issue with your trainer or student support. Most concerns are resolved at this stage.
STEP 2
Lodge a formal complaint
Submit the Complaints & Appeals Form. We acknowledge within 5 business days and aim to resolve within 30.
STEP 3
External review
Not satisfied? Contact the National Training Complaints Hotline on 13 38 73 or complain to ASQA.
Policies
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Complaints & Appeals Policy
How to raise a complaint or appeal a decision, and the timeframes we commit to.
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Fees, Charges & Refund Policy
What you pay, when, fee protection arrangements and your refund entitlements.
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Privacy Policy
How we collect, store, use and disclose your personal information, including AVETMISS reporting.
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RPL & Credit Transfer Policy
Recognition of prior learning, credit for existing qualifications, and how to apply.
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Assessment & Reasonable Adjustment Policy
Fair, flexible and valid assessment, including adjustments for individual needs.
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Access, Equity & Diversity Policy
Our commitment to inclusive, non-discriminatory training for all learners.
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Student Support & Welfare Policy
LLN support, welfare referrals and the services available throughout your study.
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Enrolment & Induction Policy
Pre-enrolment information, LLN assessment, USI requirements and orientation.
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Certification Issuance Policy
When and how AQF certificates and Statements of Attainment are issued and reissued.
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Marketing & Advertising Policy
Accurate, ethical marketing: course codes, titles and the NRT logo used correctly.
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Work Placement Policy
Placement arrangements, supervision, screening requirements and learner obligations.
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Unique Student Identifier Policy
How USIs are collected, verified and protected in line with the Student Identifiers Act 2014.
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