This information booklet is designed to provide you with information about our services and our approach to providing you a safe, fair and supported environment to participate in training and assessment. This handbook does not provide you with specific information about a particular course offered by Edna Business Institute of Melbourne. This information is contained in the Course Brochure which is supplied separately.
About Edna Business Institute of Melbourne
Edna Business Institute of Melbourne is a Registered Training Organisation (RTO No. 41480) which provides high-quality, nationally recognised training to students in Australia. Edna Business Institute of Melbourne has modern, up-to-date facilities, and boasts a team of qualified and dedicated Trainers and Assessors. You can find out more about Edna Business Institute of Melbourne at the following websites:
Edna Business Institute of Melbourne is responsible under its registration with the Australian Skills Quality Authority for the quality of the training and assessment being delivered on your chosen course and is also responsible for the issuance of the AQF certificate that may result based on your achievement of the course requirements.
Edna Business Institute of Melbourne provides training and assessment services in support of the following nationally endorsed training products:
BSB50215 Diploma of Business
BSB51915 Diploma of Leadership and Management
FNS40215 Certificate IV in Bookkeeping
FNS40615 Certificate IV in Accounting
Edna Business Institute of Melbourne also provides non-accredited training for the following courses:
SC-FIA401 Prepare financial reports
SC-FIM501 Manage budgets and financial plans
SC-HRM506 Manage recruitment selection and induction processes
SC-HRM513 Manage workforce planning
SC-INN502 Build and sustain an innovative work environment
SC-ITU402 Develop and use complex spreadsheets
SC-LDR501 Develop and use emotional intelligence
SC-LDR502 Lead and manage effective workplace relationships
SC-MGT403 Implement continuous improvement
SC-MGT502 Manage people performance
SC-MGT517 Manage operational plan
SC-MKG413 Promote products and services
SC-MKG501 Identify and evaluate marketing opportunities
SC-MKG502 Establish and adjust the marketing mix
SC-PMG522 Undertake project work
SC-RSK501 Manage risk
SC-WOR502 Lead and manage team effectiveness
SC-ACC301 Process financial transactions and extract interim reports
SC-ACC401 Process business tax requirements
SC-ACC501 Provide financial and business performance information
SC-ACC502 Prepare tax documentation for individuals
SC-ACC503 Manage budgets and forecasts
SC-ACC504 Prepare financial reports for corporate entities
SC-ACC506 Implement and maintain internal control procedures
SC-ACC507 Provide management accounting information
SC-BKG405 Establish and maintain a payroll system
SC-MKG523 Design and develop integrated marketing communication plan
SC-ADV507 Develop a media plan
SC-SLS501 Develop a sales plan
SC-LED501 Develop a workplace learning environment
SC-PUB504 Develop and implement crisis management plans
SC-HRM512 Develop and manage performance management processes
SC-COM503 Develop processes for the management of breaches in compliance requirements
SC-WHS501 Ensure a safe workplace (Australian standards)
SC-MKG514 Implement and monitor marketing activities
SC-MKG507 Interpret market trends and developments
SC-SLS502 Lead and manage a sales team
SC-FRA502 Manage a franchise operation
SC-INM501 Manage an information or knowledge management system
SC-WRK510 Manage employee relations
SC-HRM501 Manage human resource services
SC-HRM510 Manage mediation process
SC-FIM502 Manage payroll
SC-CUS501 Manage quality customer service
SC-HRM509 Manage rehabilitation or return to work programs
SC-ADM503 Plan and manage conferences
SC-MKG506 Plan market research
Edna Business Institute of Melbourne’s mission is to equip our students with the best quality training and assessment to help them advance, grow and contribute positively in their communities, industries and workplaces.
In recognition of this mission, our objectives are:
People. We strive to attract, recruit and retain talented, competent and committed Trainers. We promote excellent performance through leadership and professional development. Most of our recruits have been referred to us by our very own talented and dedicated staff members!
Safety & equality. We are committed to providing an environment which is safe, equitable and which promotes a confident and productive training and assessment environment.
Integrity & ethics. We conduct ourselves in accordance with shared and agreed standards of behaviour which holds ethical conduct and integrity as our highest priorities.
Quality committed. We aspire to deliver consistent, high quality services and apply quality systems which support training and assessment excellence. We are constantly looking at new and innovative options and offerings available on the market to improve our students’ experiences with us.
Student Focused. We thrive on providing training and assessment that is student focused and which supports lifelong learning. We respect our students and strive to attract them time after time through high quality training and assessment experiences.
Industry engagement. We recognise the value of industry engagement as the driving force in shaping our training and assessment strategies. We deliver training and assessment services which are founded on industry needs and expectations.
We are located at:
Level 10, 555 Lonsdale Street.
Melbourne Vic 3000
Our Trainers and Assessors are all qualified and dedicated professionals who have current industry experience and qualifications in a range of industries. Their industry experience is continually up-to-date by participating in professional development activities, therefore giving our students the best practical industry experiences.
At Edna Business Institute of Melbourne, we deliver nationally accredited qualifications and non-accredited courses via online and blended delivery training. When you study with Edna Business Institute of Melbourne, your Trainers and Assessors will always be there to assist you throughout your course with us. They are easily reachable via telephone and e-mail.
Edna Business Institute of Melbourne’s Trainers are all professionally qualified Trainers and have personal industry experience.
Our expectation of you
Edna Business Institute of Melbourne expects you:
To contribute to learning in a harmonious and positive manner irrespective of gender, race, sexual preference, political affiliation, marital status, disability or religious belief.
To comply with the rules and regulations of Edna Business Institute of Melbourne.
To be honest and respectful, which includes not falsifying work or information and not conducting yourself in any way that may cause injury or offence to others.
To be responsible for your own learning and development by participating actively and positively, and by ensuring that you maintain progress with learning modules.
To monitor your own progress by ensuring that assessment deadlines are observed and to ask for assistance if and when required.
To utilise facilities and Edna Business Institute of Melbourne’s resources, learning materials and publications with respect and to honour our copyrights and prevent our publication from being distributed to unauthorised persons.
To respect other students and Edna Business Institute of Melbourne’s staff members and their right to fair and respectful treatment, privacy and confidentiality.
Unique Student Identifier
If you’re studying in a nationally recognised, accredited training program in Australia from 1 January 2015, you will be required to have a Unique Student Identifier (USI). Your USI is linked to an online account that contains all your training records and results (transcript) that you have completed from 1 January 2015 onwards. Your results from 2015 will be available in your USI account in 2016.
When applying for a job or enrolling in further study, you will often need to provide your training records and results (transcript). One of the main benefits of the USI is the ability to provide students with easy access to their training records and results (transcript) throughout their life. You can access your USI account online from your computer, tablet or smart phone anytime. Fact sheet (available to download): Student Information for the USI.
It’s free and easy to create your own USI, and it will only take a few minutes of your time. Alternatively, we can create your USI on your behalf. To do this we will need some additional identification information from you such as your driver’s licence number.
Edna Business Institute of Melbourne is committed to providing you with a safe environment in which to participate in training and assessment. We are aware under the Work Health and Safety Act 2011 of our responsibilities to maintain a safe environment.
The following guidelines are provided as a basis for safe practice in the training environment:
Know and observe details of emergency response and evacuation plans;
Do not undertake activities which may cause injury to self or others;
Be responsible for your own actions;
No smoking at the training and assessment facilities or offices;
Report all potential hazards, accidents and near misses to our staff members;
No consumption of alcohol within training and assessment facilities or during the conduct of training and assessment;
Keep training and assessment areas neat and tidy at all times;
Seek assistance if you volunteer to lift items e.g. move furniture in a training area; and
Observe hygiene standards particularly in eating and bathroom areas.
Electrical equipment that is not working should be reported to Edna Business Institute of Melbourne’s staff.
Electrical work should only be performed by appropriately licensed or trained personnel. Students, trainers and assessors should not undertake any task related to fixing electrical equipment such as lighting or electrical training aids.
Edna Business Institute of Melbourne will undertake to communicate the procedures involved in evacuation and the location of fire equipment to students at each facility at the commencement of each training and assessment program; and to users of the office at least twice each year.
All users of a training and assessment facility will need to be familiar with the location of all EXITS and fire extinguishers. Users will consult available maps to determine location.
It is the user’s responsibility to understand fire drill procedures displayed around the premises.
Users are asked to attend any sessions on fire safety procedures and the use of fire safety devices.
Provision for first aid facilities are available where training is delivered.
All accidents must be reported to staff.
The accident and any aid administered must be recorded by staff involved, in the Injury Register.
Students, trainers and assessors are encouraged not to lift anything related to the training and assessment provided by Edna Business Institute of Melbourne unless they do so voluntarily and take all responsibility for any injury caused.
Never attempt to lift anything that is beyond your capacity.
Always bend the knees and keep the back straight when picking up items.
If you have experienced back problems in the past do not attempt to lift heavy objects at all. Ask someone else to do it for you.
Work & study areas
Always ensure that all work areas are clean and clear of clutter so as to avoid the danger of accident by tripping or falling over.
Place all rubbish in the bins provided.
Ensure that bench spaces are left clean and tidy.
Do not sit or climb on any chairs, desks or tables.
Edna Business Institute of Melbourne is committed to ensuring that the training and assessment environment is free from discrimination and harassment. All Edna Business Institute of Melbourne’s staff members (including contractors) are aware that discrimination and harassment will not be tolerated under any circumstances. In the event that discrimination and harassment is found to have occurred, disciplinary action will be taken against any student and/or staff member who breaches this policy. Suspected criminal behaviour will be reported to the local police authorities immediately. Students should expect fair and friendly behaviour from Edna Business Institute of Melbourne’s staff members and we apply complaint handling procedures advocated by the Australian Human Rights and Equal Opportunity Commission (HREOC).
Students who feel that they have been discriminated against or harassed should report this to a staff member of Edna Business Institute of Melbourne that they feel they can trust. This will initiate a complaints handling procedure which will be fair and transparent and will protect your rights as a complainant. Alternatively, if a student wishes to report an instance of discrimination or harassment to an agency external to Edna Business Institute of Melbourne, they are advised to contact the Victorian Equal Opportunity & Human Rights Commission on 1300 292 153, or the Equal Opportunity Commission of Western Australia on 1800 198 149.
Edna Business Institute of Melbourne takes the privacy of students very seriously and complies with all legislative requirements. These include the Privacy Act 1988 and Australian Privacy Principles (effective from the 12th March 2014).
Here’s what you need to know:
Edna Business Institute of Melbourne will retain personal information about you relating to your enrolment with us. This includes your personal details, your ethnicity, your individual needs, and your education background. We will also retain records of you training activity and are required to do this in accordance with the National Vocational Education and Training Regulator Act 2011.
Your personal information is retained within our computer systems. Your information is collected via the enrolment form, other administrative related forms and your training outcomes. Electronic data retained on our computer systems is protected via virus protection software and firewall protection. Our data is backed up continuously to our server which is secure.
Edna Business Institute of Melbourne is required by the National Vocational Education and Training Regulator Act 2011 to securely retain your personal details for a period of 30 years from the date your enrolment is completed. The purpose of this is to enable your participation in accredited training to be recorded for future reference and to allow you to obtain a record of your outcome, if required.
In some cases, we are required by law to make student information available to Government agencies such as the National Centre for Vocational Education and Research or the Australian Skills Quality Authority. In all other cases, Edna Business Institute of Melbourne will seek the written permission of the student for such disclosure. Edna Business Institute of Melbourne will not disclose your information to any person or organisation unless we have written instructions from you to do so. If you require your records to be accessed by persons such as your parents, you need to authorise this access otherwise this access will be denied.
You have the right to access information that Edna Business Institute of Melbourne is retaining that relates to you. Further instructions are provided on how to access records within the section titled “Access to your records”.
If you have concerns about how Edna Business Institute of Melbourne is managing your personal information, we encourage you to inform our staff and discuss your concerns. You are also encouraged to make a complaint directly to us using our internal complaint handling arrangements outlined in this handbook if you have any concerns. Under the Privacy Act 1988 (Privacy Act), you also have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC) about the handling of your personal information. You can find more information about making a privacy complaint at the website of the OAIC located at: http://www.oaic.gov.au/privacy/privacy-complaints.
Fees are payable when a student has received a confirmation of enrolment and invoice for the enrolment fee. The invoiced fee payment must be paid in full within 5-days of receiving an invoice from Edna Business Institute of Melbourne. Edna Business Institute of Melbourne may discontinue training if fees are not paid as required. For a full list of current fees and charges please request a copy of Edna Business Institute of Melbourne’s Schedule of Fees and Charges.
Students may wish to set up a payment plan to make payments via direct debit. They may wish to enter into a direct debit payment plan arrangement via PaySmart with Edna Business Institute of Melbourne. This arrangement is only currently only available to students undertaking a Diploma or a Certificate IV course. They will be able to tailor a payment plan to suit their circumstances – whether they prefer a weekly, fortnightly or monthly direct debit arrangement. This requires an initial payment of 25% (this figure can be increased or decreased at the discretion of the CEO) of the course fees prior to the commencement of the course in order to confirm their enrolment.
Where a student defaults on the agreed payment plan, the student may not be considered for subsequent payment plan requests. The debt becomes payable in full immediately or the student may be suspended from further tuition.
Students who cancel their enrolment part way through a training program must notify Edna Business Institute of Melbourne in writing via e-mail or letter at the soonest opportunity. Students who cancel their enrolment after a training program has commenced will not be entitled to a refund of fees. Students are advised to consider alternative options such as requesting to suspend their enrolment and re-commencing in another scheduled training program.
Replacement of text & training workbooks
Students who require replacement of issued text or training workbooks will be liable for additional charges to cover the cost of replacement. For a full list of replacement charges please refer to Edna Business Institute of Melbourne Australia’s Schedule of Fees and Charges.
Students who give notice to cancel their enrolment 10 business days or more prior to the commencement of a program, will be entitled to a full refund of fees paid. This policy complies with the Australian Consumer Law required statutory cooling off period for the sale of goods and services. It is a requirement under the Standards for Registered Training Organisations that an RTO must allow the minimum statutory cooling off period applicable for the jurisdiction in which they operate. Australian Consumer Law introduced in 2010 has made this consumer protection consistent in all States and Territories.
Students who give notice to cancel their enrolment 9 business days or less prior to the commencement of a program will be entitled to a refund of up to 75% of the fees paid. The amount retained by Edna Business Institute of Melbourne is required to cover the costs of staff, learning materials and resources which will have already been committed based on the student’s initial intention to undertake the training.
Students who cancel their enrolment after a training program has commenced will not be entitled to a refund of fees. If you give notice to cancel your enrolment after a training program has commenced, you will not be entitled to a refund of fees. Discretion may be exercised by the Chief Executive Officer if there is extenuating or significant personal circumstance that led to your withdrawal.
Where a student has purchased a text or training workbooks and subsequently cancels, Edna Business Institute of Melbourne will not refund the monies for the text.
Edna Business Institute of Melbourne accepts payment for fees using:
Credit Card via Paypal
Electronic Funds Transfer (account details available on request)
Cheque (made payable to Edna Business Institute of Melbourne)
Payment plan via direct debit
Payment in cash is discouraged.
Requests for substitutions are to be made in writing and can be made at any time up to 2 working days before the program commencement date.
Requests for transfers to alternate programs can be arranged if Edna Business Institute of Melbourne is advised in writing more than 10 working days prior to the program commencement date and there is availability on the selected program. One transfer will be accepted without charge where Edna Business Institute of Melbourne has been notified in writing at least 10 working days prior to the scheduled commencement date. All subsequent transfers will attract an administration charge of $155.00 (incl. GST).
Statutory cooling off period
The Standards for Registered Training Organisations require Edna Business Institute of Melbourne to inform persons considering enrolment of their right to a statutory cooling off period.
A statutory cooling off period (which is 10-days) is a period of time provided to a consumer to allow them to withdraw from a consumer agreement, where that agreement was established through unsolicited marketing or sales activities. These include activities such as door-to-door sales and telemarketing. A statutory cooling off period allows a consumer to withdraw from a sales agreement within 10-days of having received a sale contract without penalty.
It must be noted that Edna Business Institute of Melbourne does not engage in unsolicited marketing or sales tactics and therefore a statutory cooling off period in not applicable to our students who have enrolled into a program. For refund options in other circumstances, students must refer to the above Refund policy.
If Edna Business Institute of Melbourne cancels or ceases to provide training, Edna Business Institute of Melbourne will issue a full refund for any services not yet provided. The basis for determining “services not yet provided” is to be based on the units of competency completed by the student and which can be issued in a statement of attainment at the time the service ceases.
Changes to terms and conditions
Edna Business Institute of Melbourne reserves the right to amend the conditions of the student’s enrolment at any time. If amendments are made that effect the student’s enrolment the student will be informed at least 7-days prior to changes taking effect.
Access to your records
You are entitled to have access to your records. These records include your:
learning and assessment records,
AQF certificates including a reissuance of a statement of attainment or qualification which has been previously issued.
You may require these records to monitor your progress with your training, or simply to go back and confirm something in a previous training module. Whilst these records are retained by Edna Business Institute of Melbourne, you are welcome to have access to them anytime. Simply contact our Student and Administrative Support team and it will be organised for you.
You can access records and reports from our student management system, but only those relating to you personally. You can request this access using the Student Records Request Form. Access to requested records during a work day will be arranged within 48-hours. Students should note that these records cannot be taken away unless a copy is requested. Where photocopies are requested, Edna Business Institute of Melbourne reserves the right to charge a one-off photocopy fee of $10.00. There is no cost to simply view the records at our office.
In the case of accessing a re-issuance of a previously issued Statement of Attainment or Qualification certificate, if you have lost or misplaced your AQF certificate you may obtain a reissued certificate from Edna Business Institute of Melbourne Australia. To obtain this you must complete the Student Records Request Form and return this to the Student and Administration Support team. The cost of $33.00 will apply for each issued AQF certificate. These monies must be paid in advanced. Re-issued AQF certificates will be an exact duplicate of the original with the exception of small wording at the bottom of the document which identifies the certificate as reissued. AQF certificates may only be collected in person or can be posted via registered post. A student may also nominate another person to collect the certificate, however these persons must be notified to Edna Business Institute of Melbourne beforehand and the person must provide photo ID to validate their identity.
Edna Business Institute of Melbourne is committed to the continuous improvement of our training and assessment services, student services and learning and management systems. Central to this commitment is our approach to continuous improvement and the procedures we apply to achieve systematic and sustained improvement.
The primary method of reporting opportunities for improvement by students is via the Continuous Improvement reporting procedure. This procedure allows any person to raise a Continuous Improvement Report for consideration by the Continuous Improvement Committee. Often these reports will be generated after an opportunity for improvement has been identified by a staff member or student. The Continuous Improvement Report template is available on request. Students are encouraged to provide feedback to Edna Business Institute of Melbourne so we can improve our services in the future.
Student satisfaction survey
At the completion of your training program, you will be issued with a Student Satisfaction Survey. This is a nationally consistent survey tool which is designed to collect feedback from students about their experience with us and in undertaking nationally recognised training. Your completion and return of this survey is important to Edna Business Institute of Melbourne for our ongoing improvement of services and to enable us to report this information to our registering authority. Your assistance in gathering this survey data is greatly appreciated.
At Edna Business Institute of Melbourne, assessment is conducted using a combination of Written Knowledge Assessments, Research Tasks and Project Work, as well as Case Studies.
The following provides a brief explanation of the primary assessment methods:
Knowledge Tests. The student is required to participate in knowledge tests over the course of his or her study. The student will be required to individually complete the test. The student may research their answers from the course training materials and notes as well as relevant workplace references.
Project Work. The student is required to undertake a range of projects in the context of his or her own workplace or on a case study that is provided by the assessor. A project will require the creation of various workplace documents (reports, memos, etc.). Projects will often have a practical presentation component where the student will be asked to present the outcomes of their project.
Written Reports / Case Study Response: The student is required to provide a written response to a situation presented in a case study scenario. This will usually require the student to consider carefully the situation presented, undertake some research to inform their response and then to propose their recommended actions.
Presentations / Role-Plays: The student is required to demonstrate a range of skills whilst being observed by, or interacting with, the assessor. These activities will be clearly explained and always relate to duties relevant to the workplace. These activities allow the assessor to observe the student apply their knowledge and skills during practical activity.
Students who are assessed as not yet competent are to be provided with detailed verbal and written feedback to assist them to identify the gaps in their knowledge and skills to be addressed through further training. These students are to be provided with additional training and learning support to target their specific gaps in knowledge and/or skills and prepare them for additional assessment.
It is the policy of Edna Business Institute of Melbourne to provide three opportunities for additional training and re-assessment at no additional cost to the student or employer.
Students requiring additional learning support are to be brought to the attention of Edna Business Institute of Melbourne’s management so that the progress of the student can be monitored closely and additional support services can be applied. Where students repeatedly do not demonstrate competence following significant learning and assessment support, a student’s enrolment can be determined through mutual agreement.
Issuing Qualifications and Statements of Attainment
Edna Business Institute of Melbourne will issue all AQF certification documentation (Qualifications and Statements of Attainment) to a student within 30 calendar days of the student being assessed as meeting the requirements of the training product if the training program in which the student is enrolled is completed, and providing all agreed fees the student owes to Edna Business Institute of Melbourne have been paid.
Language, literacy & numeracy skills
Language, literacy and numeracy skills are critical to almost all areas of work. This is particularly true in many vocations where language, literacy and numeracy skills influence the performance of workplace tasks such as measuring, weighing and comprehending written work instructions.
To support this approach Edna Business Institute of Melbourne will:
Assess a student’s language, literacy and numeracy skills during their enrolment to ensure they have adequate skills to complete the training;
Support students during their study with training and assessment materials and strategies that are easily understood and suitable to the level of knowledge and workplace skills being delivered;
Provide clear information to students about the details of the language, literacy and numeracy assistance available. Edna Business Institute of Melbourne generally recommends the LLN training courses provided by Kangan Institute (Melbourne), Sydney TAFE (Sydney), Brisbane TAFE (Brisbane), TAFE SA (Adelaide) and Central Institute of Technology (Perth). These institutes have specialist teachers to support the student’s development.
Refer students to external language, literacy and numeracy support services that are beyond the support available within Edna Business Institute of Melbourne and where this level of support is assessed as necessary; and
Negotiate an extension of time to complete training programs if necessary.
Making complaints & appeals
Edna Business Institute of Melbourne is committed to providing a fair and transparent complaints and appeals process that includes access to an independent external body if required. To make a complaint or an appeal, you are requested to complete one of the following forms:
Request to Appeal a Decision Form
These forms can be requested for from any of our staff members
Once you have completed the required form you are requested to submit this to the Student & Administration Support Manager either in hard copy or electronically via the following contact details:
Edna Business Institute of Melbourne
Student and Administration Support Team
PO Box 2005
Royal Melbourne Hospital Vic 3050
OR [email protected]
If you are having any difficulty accessing the required form(s) or submitting them to us, please contact us at the following number:
1300 236 574
What is a complaint?
A complaint is negative feedback about services or staff which has not been resolved locally. A complaint may be received by Edna Business Institute of Melbourne in any form and does not need to be formally documented by the complainant in order to be acted on. Complaints may be made by any person but are generally made by students and/or employers.
What is an appeal?
An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/or assessment. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be submitted to Edna Business Institute of Melbourne within 20 working days of the student being informed of the assessment decision or finding.
Early resolution of complaints and appeals
In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time, as they occur between the persons involved, where possible. Sometimes, it will not be possible and in these cases you are encouraged to come forward and inform us of your concerns with the confidence that you will be treated fairly.
Complaint and appeals handling
Edna Business Institute of Melbourne applies the following principles to its complaints and appeals handling:
Written records of all complaints / appeals are to be kept by Edna Business Institute of Melbourne including all details of lodgement, response and resolution. Edna Business Institute of Melbourne will maintain complaints / appeals register to be used to record the details of the complaint / appeal and to maintain a chronological journal of events during the handling process. Records relating to complaint / appeal handling are stored securely to prevent access to unauthorised personnel.
A person making a complaint or seeking an appeal is to be provided an opportunity to formally present his or her case at no cost.
Each person may be accompanied and/or assisted by a support person at any relevant meeting.
Edna Business Institute of Melbourne will send a letter within 48-hours confirming receipt of a complaint to the complainant.
The handling of a complaint / appeal will commence within 5 working days of the lodgement of the complaint / appeal and all reasonable measures are taken to finalise the process as soon as practicable.
The person making a complaint or seeking an appeal is to be provided a written response to the complaint / appeal, including details of the reasons for the outcome. A written response will be provided to the complainant within 10 working days of the lodgement of the complaint / appeal.
Complaints / appeals must be resolved to a final outcome within 60-days of the complaint / appeal being initially received. Where Edna Business Institute of Melbourne’s Chief Executive Officer considers that more than 60 calendar days are required to process and finalise the complaint / appeal, the complainant will be informed in writing, including reasons why more than 60 calendar days are required. As a benchmark, Edna Business Institute of Melbourne will attempt to resolve complaints / appeals as soon as possible. Edna Business Institute of Melbourne will endeavour to resolve a complaint / appeal within 30 calendar days.
A person making a complaint or seeking an appeal will also be provided with regular updates to inform them of the progress of the complaint / appeal handling. Updates should be provided to the person making a complaint or seeking an appeal on a fortnightly interval.
Edna Business Institute of Melbourne shall maintain the enrolment of the person making a complaint or seeking an appeal during the handling process.
Decisions or outcomes of the complaint / appeal handling process that find in the favour of the person making a complaint or seeking an appeal shall be implemented immediately.
Complaints / appeals are to be handled in the strictest of confidence. No Edna Business Institute of Melbourne representative will disclose information to any person without the explicit permission of Edna Business Institute of Melbourne’s Chief Executive Officer. A decision to release information to third parties can only be made after the person making a complaint or seeking an appeal has given permission for this to occur. This permission should be given using the Information Release Form.
Complaints / appeals are to be considered and handled to ensure the principles of natural justice and procedural fairness are applied at every stage of the handling process. This means that the person making a complaint or seeking an appeal is entitled to be heard with access to all relevant information and with the right of reply. The person making a complaint or seeking an appeal is entitled to have their complaint heard by a person that is without bias and may not be affected by the decision. Finally, the decision must be made based on logical evidence and the decision-maker must take account relevant considerations, must act for a proper purpose and must not take into account irrelevant considerations.
Further guidance on principles of natural justice and procedural fairness can be accessed via the following link: Principles of Natural Justice and Procedural Fairness
Review by an independent person
Edna Business Institute of Melbourne provides the opportunity for the person making a complaint or seeking an appeal who is not satisfied with the outcomes of the complaints and appeals handling process to seek a review by an independent person. In these circumstances Edna Business Institute of Melbourne’s Chief Executive Officer will appoint Newbery Consulting, an appropriate party independent of Edna Business Institute of Melbourne, to review the complaint (and its subsequent handling) and provide advice to Edna Business Institute of Melbourne in regards to the recommended outcomes.
Where Edna Business Institute of Melbourne appoints or engages Newbery Consulting, or another appropriate independent person to review a complaint / appeal, Edna Business Institute of Melbourne will meet the full cost of engaging Newbery Consulting to facilitate the independent review. Where the person making a complaint or seeking an appeal objects to this appointment and requests to engage a person or organisation they nominate to undertake the review, Edna Business Institute of Melbourne may seek the person making the complaint or seeking an appeal to contribute to the cost of engaging this person to undertake the review.
Following an independent review, advice received from the independent person is to be accepted by Edna Business Institute of Melbourne as final, advised to the person making a complaint or seeking an appeal in writing and implemented without prejudice.
Unresolved Complaints and Appeals
Where the person making a complaint or seeking an appeal is not satisfied with the handling of the matter by Edna Business Institute of Melbourne, they have the opportunity for a body that is external to Edna Business Institute of Melbourne to review his or her complaint or appeal following the internal completion of complaint or appeals process.
Students who are not satisfied with the process applied by Edna Business Institute of Melbourne may refer their grievance to the following external agencies:
In relation to consumer protection issues, these may be referred to the Consumer Affairs Victoria, or Consumer Protection Western Australia.
In relation to the delivery of training and assessment services, these may be referred to the National Training Complaints Service via the following phone number: 13 38 73.
Recognition of your existing skills & knowledge
In accordance with the requirements of the Standards for Registered Training Organisations, Edna Business Institute of Melbourne provides the opportunity for students to apply to have prior learning recognised toward a qualification or units of competence for which they are enrolled.
What is recognition of prior learning?
Recognition of prior learning involves the assessment of previously unrecognised skills and knowledge that an individual has achieved outside the formal education and training system. Recognition of prior learning assesses this unrecognised learning against the requirements of a unit of competence, in respect of both entry requirements and outcomes to be achieved. By removing the need for duplication of learning, recognition of prior learning encourages an individual to continue upgrading their skills and knowledge through structured education and training towards formal, nationally recognised, accredited qualifications and improved employment outcomes. This has benefits for the individual and the industry. Most importantly, it should be noted that recognition of prior learning is just another form of assessment.
Recognition of prior learning guidelines
The following guidelines are to be followed when an application for recognition of prior learning is received:
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