Studying with us

Our vision

is to be a leading Registered Training Organisation (RTO) that fosters community growth and development.

Our mission

is to empower individuals with the skills and knowledge necessary to thrive in their chosen fields, contributing to the prosperity of our community. We are committed to providing high-quality, accessible, and inclusive education that respects and celebrates diversity. Through our efforts, we envision a future where every member of our community is equipped with the tools they need to succeed and contribute positively to our collective growth.

Our values

Excellence: We strive for the highest standards, constantly seeking to improve and innovate.

Inclusivity: We believe in providing opportunities for all, regardless of background or circumstance. We aim to create an environment where everyone feels welcome and supported.

Collaboration: We value the power of working together, both within our organisation and with our community partners, to achieve common goals.

Respect: We honor the rights, beliefs, and perspectives of all individuals. We foster a culture of mutual respect and understanding.

Empowerment: We are committed to empowering people with the skills, confidence, and knowledge they need to succeed, and contribute positively to the community.

Our commitment

We, as an RTO, are committed to providing high-quality training and assessment services that meet the needs and expectations of our students, employers, and industry partners. We value excellence in everything we do. We value inclusivity in our learning environment, where we respect and celebrate the diversity of our students and staff, and promote equal access and opportunity for all. We value collaboration in our work culture, where we foster teamwork, communication, and innovation among our staff, students, and stakeholders. We value respect in our interactions, where we treat each other with courtesy, honesty, and professionalism. We value empowerment in our outcomes, where we enable our students to achieve their learning goals and career aspirations. By adhering to these values, we aim to deliver a positive and productive work placement experience for all parties involved.

Our obligations

As a Registered Training Organisation (RTO), we have an obligation to provide every learner with quality training and assessment in compliance with regulations and standards. Doing so allows us to provide certification under the AQF (Australian Qualifications Framework). We are required to meet the Standards for RTOs 2015 in order to maintain our registration with the Australian Skills Quality Authority (ASQA).

These key standards include performance areas of:

• marketing and recruitment
• enrolment
• support and progression
• quality training and assessment
• completion
• regulatory compliance and governance practice.

Our expectations

This handbook contains important information for learners (and prospective learners) to help you understand how we deliver on our quality promise. It also informs learners about expectations when studying with us, and procedures and processes to follow to ensure a safe and productive learning environment for everyone.

Learning Support

This team will be with you every step of the way through your learning journey, from pre-training interviews and discussions, enrolment, welfare support as you need it while you learn and finally, arranging for issuance of certificates when you complete your qualification.

Learning Delivery

The learning delivery team deliver your training, conduct your assessments and offer academic support.

Enrolling to study

In order to start a course with us, you will need to complete an expression of interest, either through our website or by contacting our learner support team.

Visit https://apexld.edu.au/enrolment-enquiry or email hello@apexld.com.au

We will provide you with information about the course you are interested in and ask you some questions to make sure it is the right course for you. This includes a discussion about:

• your goals and objectives
• your existing skills, knowledge and experience
• your study and work history
• the duration and requirements of the course (e.g. where and when to study, how you will complete assessments)
• entry requirements and pre-requisites for study.

We may ask for evidence of past study and experience to help you apply for credit towards your course (for example, credit transfer if you already hold a unit included in the course or recognition of prior learning for units you can show evidence of the required experience for).

From there, you will be sent a letter of offer. To accept this offer, you will need to complete a formal enrolment form and make any required payments.

Welcome to APEX Learning and Development

As a learner at our institution, you are an important member of our educational community. To ensure a positive and respectful learning environment for all, we have established the following Learner Code of Conduct.

By adhering to this Learner Code of Conduct, you contribute to creating a positive, inclusive, and respectful learning environment for everyone at APEX Learning and Development.

By enrolling in our programs, you agree to abide by these guidelines:

Expected Behavior

Respect: Treat everyone in the learning community with dignity and respect, regardless of differences in background, culture, beliefs, or opinions.

Professionalism: Demonstrate professionalism in all interactions, including communication with staff, peers, and external partners. This includes adhering to the dress code and punctuality for all classes and events.

Safety: Prioritise the safety and well-being of yourself and others. Report any unsafe conditions or incidents promptly to the appropriate staff or faculty member.

Equity: Embrace diversity and inclusivity. Do not engage in any form of discrimination, harassment, or bullying based on race, gender, religion, sexual orientation, disability, or any other protected characteristic.

Academic Integrity and Excellence

Continuous Improvement: Strive for academic excellence. Seek help from instructors, mentors, or support services if you are facing challenges in your studies. Take advantage of additional learning resources provided to you.

Community Involvement: Engage positively with the local community if you are participating in our community engagement initiatives.

Plagiarism and Collusion: Do not engage in plagiarism (using someone else’s work without proper citation), collusion (unauthorised collaboration with others on assessments or assignments) or cheating (looking at an assessor’s marking guide or past student’s work). Always submit your original work.

Use of AI and Technology: When using AI or other technology in your studies, ensure that it is used ethically and within the bounds of academic integrity. Do not use AI or any other technology to gain an unfair advantage or to undermine the integrity of assessments.

Attendance and Participation

Attendance: Regular attendance is essential for successful learning. Attend all classes, workshops, and assessments as scheduled. Notify the appropriate staff member in case of absence due to illness or other emergencies.

Active Participation: Actively engage in classroom discussions, group activities, and online forums. Respect the opinions of others and contribute constructively to the learning environment.

Use of Facilities and Resources

Responsible Use of Resources: Respect all facilities, equipment, and resources. Report any damages or malfunctioning equipment promptly.

Library and Online Resources: Adhere to copyright laws when using library and online resources. Do not engage in unauthorised downloading, copying, or distribution of copyrighted materials.

Communication and Confidentiality

Official Communication Channels: Use the official communication channels for all academic and administrative purposes. Check your emails and online platforms regularly for important updates and announcements.

Social Media Conduct: Exercise caution and professionalism when using social media. Do not engage in cyberbullying, harassment, or any form of inappropriate behaviours online that reflects negatively on the RTO.

Confidentiality: Respect the confidentiality of personal and sensitive information of fellow students, staff, and the RTO. Do not share or disclose this information without proper authorisation.

Violations

If you witness or experience any violations of this Learner Code of Conduct, it is your responsibility to report the incident to your trainer, or the Learner Support Team.

Violations of this Learner Code of Conduct may result in disciplinary action, including warnings, probation, suspension, or expulsion, depending on the severity of the offense.

Why we collect your personal information.
As a registered training organisation (RTO), we collect your personal information so we can process and manage your enrolment in a vocational education and training (VET) course with us. Without your information, your enrolment can not proceed.
How we use your personal information
We use your personal information to enable us to deliver VET courses to you, and otherwise, as needed, to comply with our obligations as an RTO.
How we disclose your personal information
We are required by law (under the National Vocational Education and Training Regulator Act 2011 (Cth) (NVETR Act)) to disclose the personal information we collect about you to the National VET Data Collection kept by the National Centre for Vocational Education Research Ltd (NCVER). The NCVER is responsible for collecting, managing, analysing and communicating research and statistics about the Australian VET sector.
We are also authorised by law (under the NVETR Act) to disclose your personal information to the relevant state or territory training authority.
How NCVER and other bodies handle your personal information
NCVER will collect, hold, use and disclose your personal information in accordance with the law, including the Privacy Act 1988 (Cth) (Privacy Act) and the NVETR Act. Your personal information may be used and disclosed by NCVER for purposes that include populating authenticated VET transcripts; administration of VET; facilitation of statistics and research relating to education, including surveys and data linkage; and understanding the VET market.
NCVER is authorised to disclose information to the Australian Government Department of Employment and Workplace Relations (DEWR), Commonwealth authorities, state and territory authorities (other than registered training organisations) that deal with matters relating to VET and VET regulators for the purposes of those bodies, including to enable:
• administration of VET, including program administration, regulation, monitoring and evaluation
• facilitation of statistics and research relating to education, including surveys and data linkage
• understanding how the VET market operates, for policy, workforce planning and consumer information.
NCVER may also disclose personal information to persons engaged by NCVER to conduct research on NCVER’s behalf.
NCVER does not intend to disclose your personal information to any overseas recipients.

For more information about how NCVER will handle your personal information please refer to the NCVER’s Privacy Policy at www.ncver.edu.au/privacy.
If you would like to seek access to or correct your information, in the first instance, please contact your RTO using the contact details listed below.
DEWR is authorised by law, including the Privacy Act and the NVETR Act, to collect, use and disclose your personal information to fulfil specified functions and activities. For more information about how DEWR will handle your personal information, please refer to the DEWR VET Privacy Notice at https://www.dewr.gov.au/national-vet-data/vet-privacy-notice.
Surveys
You may receive a survey which may be run by a government department or an NCVER employee, agent, third-party contractor or another authorised agency. Please note you may opt out of the survey at the time of being contacted.
Contact information
At any time, you may contact APEX Learning and Development to:
• request access to your personal information
• correct your personal information
• make a complaint about how your personal information has been handled
• ask a question about this Privacy Notice
Please speak to the learner administration team if you wish to discuss anything in this notice further.

1.      Purpose and context

We are committed to providing clear and accurate information about all applicable fees, charges, and refunds. We adhere to best practices in financial management, including compliance with relevant legislation and regulations.

The intent of this policy is to clearly outline the framework and principles regarding fees and charges applicable to our training programs. It aims to facilitate consistent, fair and transparent handling of all financial transactions.

2.     Legal and Regulatory Background

This policy has been developed to promote compliance with the following legal and regulatory requirements.

Important terms used in this policy:

3.     Policy

This policy applies to all fees and charges by APEX Learning and Development including, and not limited to course fees, admin fees, materials and other costs incurred by clients/learners.

Fees and charges must be transparent, they must not be misleading. They must be included in all letters of offer/written agreements and a schedule must be available for all courses offered / on scope.

Changes to fees will not occur for learners who are already enrolled.

4.     Procedure

Disclosure: All fees and charges will be clearly stated prior to enrolment. This includes tuition fees, material fees, administration fees, and any other applicable charges.

Change: Fees and charges schedules must indicate that they are subject to change any time they are developed and documented. This does not apply to fees for a learner who has enrolled and been given their fee schedule, as these fees are fixed for the period of their study.

Payment: Fees are to be paid in accordance with the payment schedule provided upon enrolment. We offer a variety of payment methods for the convenience of our students.

Receipts: A receipt will be issued for all payments received. Students are encouraged to keep all receipts as proof of payment.

Outstanding Fees: Students with outstanding fees may have their enrolment suspended until payment is made. Serious or repeated cases of non-payment may result in cancellation of enrolment.

Refunds: We maintain a fair and transparent refund policy. For detailed information, please refer to POL04 Refund Policy.

Prepaid fees: At no point in time may prepaid fees held for any student exceed $1,500.

Non-compliance: Any identification of non-compliance with this policy will be documented and actions to resolve will be recorded in the continuous improvement register to ensure the risk is managed in future. Any affected people will be informed of the error / omission in writing.

5.     Responsibility

The Operations Manager or equivalent role, is responsible for ensuring compliance with this policy through review and approval of any updates or changes to fees and charges within the organisation. Without their sign off, changes must not be made.

6.     Associated Forms/Documents

Templates:

POL04.T1 Fee Schedule

Version Control and Review

This policy will be reviewed annually, or as needed, to ensure its ongoing relevance, effectiveness, and compliance with changing regulations or standards.

Refunds Policy

1.      Purpose and context

APEX Learning and Development are committed to providing high-quality training and education services to our valued students. We understand that there may be instances when you need to seek a refund for your course fees. This Refund Policy and Procedure outlines the circumstances under which a refund may be granted, and the steps involved in processing such requests.

The intent of this policy is to provide clear and fair criteria and processes for granting refunds. We aim to manage refund requests in a transparent, fair, and timely manner, ensuring the financial rights of our students are respected.

2.     Legal and Regulatory Background

This policy has been developed to promote compliance with the following legal and regulatory requirements.

Important terms used in this policy:

3.     Policy

Cancellation by APEX: Full refunds will be provided if a course is cancelled, or significantly rescheduled, by APEX.

Withdrawal by the Student: If a student withdraws from a course before the commencement date, they may be eligible for a full or partial refund, depending on the notice given. If the student withdraws after the course has commenced, a refund may not be available.

Exceptional Circumstances: In the case of exceptional circumstances such as severe illness or hardship, a partial or full refund may be granted at the discretion of APEX.

Application for Refund: To apply for a refund, students must submit a written request outlining the reasons for the refund. This request will be assessed, and students will be notified of the outcome within 14 working days.

Unsuccessful Applications: If a refund application is unsuccessful, the student will be given a reason for the decision and information about how to appeal if they are not satisfied with the outcome.

A student is eligible for a refund if:

1. We cancel the course before it commences.
2. The student withdraws from the course before it commences, and at least five business days’ notice is given in writing.
3. The student withdraws from the course after it has commenced due to exceptional circumstances, which will be assessed on a case-by-case basis.

A student is eligible for a partial refund if:

1. We discontinue the course after it has commenced.
2. They withdraw from the course after commencement and have completed less than 80% of the course.

A student is not eligible for a refund if:

1. The student withdraws from the course after it has commenced and has completed more than 80% of the course.
2. The student has breached our Code of Conduct or policies, leading to termination.

4.     Procedure

1. Requesting a Refund:

• To request a refund, the student must complete the ‘Refund Request Form’ available from the website or our Student Support team.
• The student must provide supporting documents (if applicable) for consideration, such as medical certificates, evidence of exceptional circumstances, or any other relevant documentation.

1. Refund Processing:

• Upon receiving a refund request, we will review the application and supporting documentation (if any) within ten business days.
• If the refund is approved, we will process the refund within 20 business days of the approval date.
• Refunds will be made using the same payment method used during enrolment, unless otherwise agreed upon.

1. Partial Refunds:
   • If the student has completed less than 80% of the course and is eligible for a refund, a partial refund will be calculated based on the unutilized portion of the course.
2. Non-Commencement or Cancellation:
   • If we cancel the course before it commences, the student will receive a full refund of all fees paid.
3. Exceptional Circumstances:

• In cases of exceptional circumstances leading to withdrawal from the course after commencement, the student may be eligible for a refund or credit towards future courses.
• Each situation will be assessed individually, and a decision will be made at the Finance Manager’s discretion.

1. Communication of Refund Decisions:
   • We will communicate the decision regarding the refund request in writing to the student, providing reasons for approval or denial. All documentation must be stored in th client file for future reference (invoices, receipts, refund requests, communication to and from learners).
2. Appeals Process:
   • If a student is dissatisfied with the refund decision, they have the right to appeal. The student must submit their appeal in writing to our Student Support team within ten business days of receiving the refund decision. See POL08 Complaints and appeals policy for additional information about handling non-academic appeals.
3. We will review the appeal and respond within ten business days of receiving the appeal.

5.     Responsibility

The Operations Manager, or equivalent role, is responsible for the implementation of this policy and ensuring all refund requests are processed in accordance with this policy.

Complaints and appeals policy

Complaints and appeals form

1.      Purpose and context

APEX Learning and Development are committed to handling complaints and appeals following the principles of natural justice and procedural fairness.

The intent of this policy is to provide a clear and transparent process for dealing with complaints and appeals within our Registered Training Organisation (RTO) in Australia. We are committed to creating an open and fair environment where concerns are addressed promptly, confidentially, and impartially. Through this Complaints and Appeals Policy, we aim to address concerns efficiently and effectively, fostering a culture of continuous improvement and maintaining the high quality of our training and assessment services.

2.     Legal and Regulatory Background

This policy has been developed to promote compliance with the following legal and regulatory requirements.

Important terms used in this policy:

3.     Policy

This policy applies to all students, employees, contractors, and volunteers within APEX Learning and Development (APEX). It includes complaints and appeals in relation to academic and non-academic matters.

APEX is committed to fair and equitable treatment of all people. We value and respect the rights of our students and staff to raise concerns and make appeals in a safe and supportive environment. All complaints and appeals will be handled seriously and investigated promptly without prejudice or fear of reprisal.

Our staff are all trained in how to manage complaints on induction, and learners are provided with complaints and appeals procedures during orientation, in the student handbook, on the website and at any time through communication with our Trainers and Assessors and our Learner Support team.

Independent parties: A learner may choose any independent party to review their complaint if they are unsatisfied with the resolution offered by the RTO.

Australian Skills Quality Authority (ASQA) are the regulator for Vocational Education and Training in Australia. ASQA is not able to act as the independent third party for reviewing complaints, but can provide information about the VET system to assist learners in understanding their own, and the RTO’s rights and responsibilities.

Phone: 1300 701 801 Website: www.asqa.gov.au

The Dispute Settlement Centre (DSC) Victoria: This is a service for Victorian residents / people with a connection in Victoria to assist in mediating to resolve disputes. This includes small business disputes and interpersonal conflicts.

Phone: 1300 372 888 Website: https://www.disputes.vic.gov.au/

Advocates: A learner may, at any time, have an advocate present (this includes copying them in on emails and having them present in phone or face to face meetings). The role of the advocate is to provide support to the learner throughout the process of the complaint and appeal submission, review and decision.

Distress: If a learner is experiencing distress, they are encouraged to speak with a trusted trainer or member of the Learner Support Team. We have a directory of effective support services that we can refer learners to, as well as staff who are empathetic and learner-focused (See POL06.D2 Support Directory).

Continuous improvement and prevention: We store records of all complaints and see them as an opportunity to improve our services and ensure a smooth learning experience for all of our learners. Where an opportunity for improvement is identified, staff are required to log this in the continuous improvement register. Both the complaints and continuous improvement registers are reviewed by the operations manager regularly (at least once a quarter).

4.     Procedure

Complaints and non-academic appeals

1. Informal Resolution: In the first instance, issues should be discussed informally with the relevant party (e.g., teacher, student, staff member) to try and resolve the matter. Open dialogue as a first step can often resolve issues more swiftly.
2. Formal Complaint or Appeal: If the issue cannot be resolved informally, a formal complaint or appeal should be submitted in writing to the Learning Support team. It should outline the nature of the complaint or appeal, provide supporting evidence, and detail the desired outcome. A form is provided for learners to use and is available from our website, or from the learning support team.
3. Acknowledgement: The Learning Support team will acknowledge the complaint in writing within three (3) business days of receipt.
4. Investigation: The Learning Support team investigate the matter impartially, considering all relevant information. This may involve discussions with all involved parties. All details of this investigation will be recorded. This investigation will involve a range of the following (case-by-case):
   1. Discussion with all involved parties
   2. Review of data
5. Decision: A decision will be communicated to the parties involved within ten (10) working days of receiving the complaint or appeal. The decision will include reasons for the outcome. If evidence requested from the learner is not received in a timely manner during the investigation, this may delay the date of the outcome. In this case, the Learner Support team will advise the learner of any possible delays, alternatively, lack of evidence may result in the complaint being dismissed.
6. Appeal of Decision: If a party is not satisfied with the outcome, they may appeal the decision. Appeals must be lodged within 20 working days of receiving the outcome. This will escalate the appeal / complaint to the Operations Manager.
7. External Appeals Process: If a complaint or appeal is not resolved to the complainant’s satisfaction, they may seek an external review by an independent party.
8. Privacy: All records of complaints and appeals will be kept confidential and stored securely as per our Privacy Policy and Australia’s Privacy Act 1988. Complaints will be stored with the student file. Learners can access these records subject to confidentiality requirements.

Academic appeals

1. Informal Resolution: In the first instance, issues should be discussed informally with the assessor to try and resolve the matter.
2. Formal Complaint or Appeal: If the issue cannot be resolved informally, a formal academic appeal should be submitted in writing to the Learning Support team. It should outline the nature of the academic appeal, provide supporting evidence, and detail the desired outcome. A form is provided for learners to use and is available from our website, or from the learning support team.
3. Acknowledgement: The Learning Support team will acknowledge the academic appeal in writing within three (3) business days of receipt.
4. Investigation: The Learning Support team investigate the matter impartially, considering all relevant information. They will discuss the outcomes with the Assessor who made the initial decision. Learning Support will arrange for a second assessor to mark the assessment task and provide their professional opinion on the outcome (where possible, the initial assessment judgement and feedback will be hidden from the qualified assessor engaged to review the outcome to ensure impartiality).
5. Decision: A decision will be communicated to the parties involved within ten (10) working days of receiving the academic appeal. The decision will include reasons for the outcome.
6. Appeal of Decision: If a party is not satisfied with the outcome, they may appeal the decision. Appeals must be lodged within 20 working days of receiving the outcome. This will escalate the appeal to the Operations Manager.
7. External Appeals Process: If a complaint or appeal is not resolved to the complainant’s satisfaction, they may seek an external review by an independent party.
8. Privacy: All records of complaints and appeals will be kept confidential and stored securely as per our Privacy Policy and Australia’s Privacy Act 1988. Complaints will be stored with the student file. Learners can access these records subject to confidentiality requirements.

5.     Responsibility

The Operations Manager or equivalent role, is responsible for ensuring compliance with this policy by reviewing the complaint register quarterly to ensure that complaints are being logged and resolved.