Unit 2 / 36 Abbott Rd, Seven Hills NSW 2147 PH: (02) 8678 3444 FAX: (02) 8678 3445

EMAIL: sales@absoluteforklifttraining.com.au

Trainee Handbook
Forklift Course Terms & Conditions

-2-

Table of Contents

Introduction ........................................................................................................................ 3 Mission Statement............................................................................................................... 3 Terms and Conditions.......................................................................................................... 4 Trainees Rights and Responsibilities.................................................................................... 8 Client Eligibility and Enrolment............................................................................................ 10 Course Induction.................................................................................................................. 10 Access and Equity................................................................................................................. 11 NSW Government Charter for Equity in Education and Training........................................ 11 Change of Enrolment Details................................................................................................ 11 Issuing of Qualifications........................................................................................................ 12 Recognition of Prior Learning / Competencies / Qualifications............................................ 12 Fees and Refund Policy...........................................................................................................13 Competency Based Training and Assessment.................................................................... 13 Language, Literacy and Numeracy..........................................................................................13 Trainees Records / Access to Records.....................................................................................14 Privacy.....................................................................................................................................14 Complaint and Grievance........................................................................................................15 Appeals Process.......................................................................................................................15 Harassment and Discrimination..............................................................................................16 Discipline..................................................................................................................................17 Participants Welfare and Guidance.........................................................................................18 Occupational Health and Safety Policy....................................................................................18 Training / Assessing Staff..........................................................................................................19 Legislation.................................................................................................................................19 Forklift Licence Information......................................................................................................19

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-3-

Introduction / Welcome
Welcome to Absolute Forklift Training, here at Absolute Forklift Training we provide quality training courses and assessments in forklift driving. We offer a range of different forklift courses to best assist you the trainee in meeting your goals. At Absolute Forklift Training, we have a number of highly experienced trainers and assessors qualified to assist and support you through your learning experience. Absolute Forklift Training encourages all trainees to participate in our learning sessions. Remember this is your learning experience and at Absolute Forklift Training, we encourage you to enjoy your time with us. Carl Tutton, Gary Smith and Sharen Laraghy

MISSION STATEMENT

ABSOLUTE FORKLIFT TRAINING IS COMMITTED TO PROVIDING QUALITY TRAINING, DEDICATED TO THE OUTCOME OF ITS STUDENTS, ENABLING THEM TO REACH THEIR GOALS.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-4-

FORKLIFT COURSE TERMS & CONDITIONS

These conditions are relative to the forklift training only and are in addition to the standard terms of Absolute Forklift Training where applicable Trainees must be 18 years of age. Trainees cannot be given any form of assistance during assessment therefore must have a solid command of the English language. Trainees arriving 30 minutes late or more for the course or from a break will be refused entry. In this instance, course fees are non refundable and a rebooking fee will apply. Rebooking will be considered at no cost if a medical certificate is provided. WorkCover identification guidelines for assessment are attached and are provided at time of your booking. This will also be discussed during the training. With this in mind, trainees who do not arrive with the correct identification on assessment day will not be permitted to commence assessment, a $100 assessment rebooking fee will apply no flexibility can be offered regarding this matter. A minimum three days notice prior to course commencement is required for cancellation or rescheduling of a course. Full course fees will be retained if less than three days notice is given and a rebooking fee will apply. Upon starting the course, no refund or rescheduling will be allowed, including for illness. The course consists of two consecutive days. Day 1 training in both practical and theory Day 2 training & assessment, during the training, the trainer will carry out pre-tests in both the theory and practical components of the course. These tests are a WorkCover pre-requisite and are based on the actual WorkCover assessment, allowing the trainer to determine if participants are competent to move forward to the WorkCover assessment on the final day. Any person who has not successfully completed the pre-tests will not be allowed to move forward to assessment (as per WorkCover guidelines). In the event that this occurs the following is required: Theory: Individuals will be rebooked for further training. This additional day gives the student the opportunity to study the theory component (at their own pace) the trainee also obtains more practical experience. The price of this extra day is $100.00 and must take place within 14 days of the original course date. However, the trainee must still pass the pretest to move forward to assessment (as per WorkCover guidelines). Practical: Course numbers are monitored to ensure ample forklift time is given to each student. With this in mind, trainees who cannot demonstrate suitable ability on the forklift after the two days training will be required to book an additional training day. The price of this extra day is $100.00 and must take place within 14 days of the original course date. However, the trainee must still pass the pre-test to move forward to assessment (as per WorkCover guidelines). Trainees who wish to rebook an extra training must do so by contacting the Absolute Forklift Training office on (02) 8678 3444. Dates and times must be confirmed directly with the office to ensure a place is held.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-5A $150 re-assessment fee applies if any part of the WorkCover assessment is required. Participants are only required to re-sit the unit or units of theory/practical that they were not successful in during the original assessment. Participants must wait 21 days before being able to re-sit WorkCover assessment but must not allow more than 90 days to lapse before re-sitting as this will result in full re-assessment being required by WorkCover and further costs to you the trainee will be required. Anyone considered being under the influence of drugs or alcohol while attending the course will be asked to leave the site immediately. Anyone causing disruption to a class abusing staff trainers or students or found damaging property to the facility will be asked to leave the site immediately. Full course fees will be retained by Absolute Forklift Training.

Proof of Identification If an applicant cannot provide the required EOI documents, the assessor MUST refuse to conduct the assessment. Each applicant MUST provide 100 points of identification from the list below. NO certified copies or photocopies, NO printouts from the internet (all utility bills must come to the home address via the mail) all documents are to be originals. All learners participating in training and assessment for the purpose of obtaining an Operate a Forklift LF TLILIC108A licence must be a minimum age of 18 years. The 100 points of ID must contain a combination of: NAME, DATE OF BIRTH, RESIDENTIAL ADDRESS and SIGNATURE.

Document Type Primary Documents ONLY use ONE Primary document

Australian Birth Certificate or Birth Card issued by the Registrar of Births, Deaths and Marriages Passport Australian or International (Current or expired within the last 2 years, but not cancelled.) Australian Citizenship Certificate Current Australian issued drivers licence Current Australian issued learners licence/permit Current Australian boat operators licence with photo Current NSW firearms photo licence Current Australian issued NCOC photo licence (post 2006) or High Risk Work Licence Current Australian state or territory proof of age/photo card (e.g. NSW RTA issued photo card) Australian Defence or Police photo identification card Department of Veterans Affairs card Centre link Card Property (Council) rates notice Property lease agreement Home insurance papers A utility bill (e.g. water, electricity, gas) Telephone account Credit cards / savings account cards / banks statements Medicare Card Motor vehicle registration or insurance documents

Points 70

70 70 40 40 40 40 40 40 40 25 25 25 25 25 25 25 25 25 25

Secondary Documents 1. Allowed to use a combination of secondary documents. If you want to use more than one credit and savings account card, they must be from different banks.

2.

Absolute Forklift Training requires that all students provide this ID for the trainers to sight during their training as on occasion difficulties with ID occur. This helps to eliminate disappointment and further costs. *** NO ID WILL RESULT IN NO ASSESSMENT ***

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-6-

Non Attendance , Deposits, Booking and Fees

I understand that I am required to pay a deposit to secure my placement for training with Absolute Forklift Training prior to commencing my course. If I wish to cancel or re-schedule my booking I am required to give a minimum 3 working days notice to be eligible to receive a refund of my deposit or to transfer my deposit to my new start date. I am aware that failure to comply with the above will result in a loss of my deposit or a re-schedule fee will be incurred to change my start date. I understand that the total course fee must be paid in full at the commencement of my course.

Training Course and Assessment

Absolute Forklift Training provides all trainees with all the necessary training materials as part of the course cost. Training & Assessing Course: Training over 2 days includes theory and practical training, the qualifying testing and the WorkCover assessment (as long as the trainee passes the qualifying test). Onsite Training: Training generally runs for 4 hours (approximately) this cover both theory and practical training. Staff will be given a logbook to continue driving practise at work before the assessor returns in approximately 7 days. Refresher Training: This is an approximately 4 hour course covering both theory and practical exam with feedback provided to the participants place of employment.

All Absolute Forklift Training & Assessing is performed on site.

I / we the company have read and understand all of the courses offered to me / us by Absolute Forklift Training. I / we have chosen the course best suited to my / our learning requirements. I / we the company understand that if further training and or assessment is required then an additional fee will be incurred as set out in Absolute Forklift Trainings costing structure. I / we the company understand that all training and assessment I / we partake in will be done so in English. I / we also understand that the theory assessment may be completed in either a written format or a verbal format. I / we the company understand that some attendees in my / our training and assessment group may have poor English skills and that my / our training and assessment may be affected due to this, as verbal assessments take longer than written assessments this may cause longer than normal assessment waiting times. At Absolute Forklift Training we endeavour to provide a fair and equitable learning environment for all our trainees. For special needs or medical requirements during training or assessing, please contact the office prior to commencement of training or assessment. Absolute Forklift Training will provide full confidentiality with all information obtained by trainees regarding any special needs. You can also speak to your trainer at the start of training on day 1. I / we the company understand that if I / our trainees are unsuccessful with passing the forklift assessment that I / our trainees are unable to be reassessed within 21 days of the date I / our trainees failed. I / our trainees are also aware that no later than 90 days after that date of a failed assessment can I / they re-sit the test.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-7I / our trainees must book and complete a new assessment for my / our trainees forklift licence incurring new assessment fees. If after 90 days, I / our trainee must complete the forklift training course again incurring new costs for training and assessing as per WorkCover requirements.

Bribes Intimidation & Threats

I / we the company understand it is an offence to bribe intimidate and / or threaten any of the assessors. I / we also understand it to be an offence it to be an offence to cheat during the assessment test. I / we the company understand that if I / our trainee were to commit any of these offences against either a trainer or assessor of Absolute Forklift Training that Absolute reserves the right to notify the police and take further action. I / we the company understand that Absolute Forklift Training reserves the right to terminate my / our trainees training and / or assessment if the Trainer or Assessor believes my / our trainees behaviour to be of the following nature towards either an Absolute Forklift Training employee or fellow student. 1. 2. 3. 4. Anti-social Aggressive (Either verbal, physical or both) Disruptive Argumentative

I / we the company understand that if my / our trainees training or assessment is terminated by one of Absolute Forklift Trainings trainers or assessor I / we will be liable for the full cost of the course. I / we the company understand that I / we have the right to appeal my / our trainees, training or assessment termination. I / we understand that under Absolute Forklift Training and Assessing Complaints and Grievance policy I /we may lodge an appeal. I /we the company understand that if after the appeals process is concluded and my / our trainees appeal has been successful that I / our trainee will be rescheduled at a later training and / or assessment date.

English & Literacy Skills

I / we understand that Absolute Forklift Training will encourage and assist me / our trainee to achieve my / their forklift licence. However, if it is determined after discussion with the Trainer that I / our trainee would not be successful in obtaining my / their forklift licence because of poor English or Literacy skill I / our trainee may be eligible for the following. 1. 2. 3. A full refund of money A refund of money minus a $200 cancellation fee An opportunity to complete the course at a later date.

I / we the company understand that it will be based on the individual students circumstances as to the outcome.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-8-

Mobile Phones & Electrical Devices

I / we the company understand that mobile phones and electrical devices are disruptive to the learning environment and will turn any such device off at the commencement of training and assessment. I / we the company understand that I / our trainee may be asked to leave the training or assessment environment if such devices are not turned off and disrupt the other participants.

Breaks & Meal Times

I / we the company understand that all breaks and meal times will be determined at the commencement of training each day by the group. I / we the company understand that depending on the students learning capacity the trainer may change the set break times during the learning session.

Drugs & Alcohol

I / we the company understand it is an offence to operate a forklift while under the influence of drugs or alcohol. I / we understand that I / our trainees must attend any Forklift course conducted by Absolute Forklift Training free of the influence of either alcohol or any form of illegal drugs. I / we understand that we must notify Absolute Forklift Training before the commencement of training if I / our trainee may be on some form of prescribed medication that may impair my / their ability to operate a forklift. I / we the company understand that Absolute Forklift Training reserves the right to refuse any participants admission or may ask any participant to leave the course at any time that we believe may be under the influence. I / we the company understand that I / we can reschedule the training at a later date incurring a full cost for cancellation of course and rebooking.

Forklift Licence
I / we the company understand that at no time was a guarantee given by Absolute Forklift Training that I / our trainee will obtain a forklift licence once I / our trainee have completed the forklift course.

Trainees Rights & Responsibilities Rights

Participants have the right to privacy and confidentiality of all information and records obtained by Absolute Forklift Training in accordance with the extent of the law and our policies. Participants have the right to quality learning and course experience while being recognised as individuals with different needs, learning assistance and styles. Participants have the right to qualified experience trainers to assist them to achieve their desired outcome for learning.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

-9Participants have the right to a satisfactory outcome to the course, provided they devote the necessary time and effort to achieve a positive completion to their learning experience. Participants have the right to appeal their assessment outcome if they dispute the assessors markings. Participants have the right to access Absolute Forklift Training educational services without fear and regardless of their religion, gender, physical and / or intellectual disabilities, national origin or race, sexual or marital status, pregnancy and educational or socio-economic background. Participants have the right to be informed of task and assessment outcomes. Participants also have the right to be informed prior to commencement of course set learning and assessment task. Participants have the right for prior learning and acquired competencies to be recognised to determine their requirements for accredited courses. Participants have the right to expect Absolute Forklift Training to treat them with fairness, dignity and to observe and uphold their duty of care to all participants. Participants have the right to expect Absolute Forklift Training to conduct themselves in an open and ethical way when dealing with communication with participants and clients, our handling with administrative matters and processing of fees, concessions and refunds etc. Participants have the right to access Absolute Forklift Training free from any form of harassment and discrimination.

Responsibilities
Participants are responsible to report any changes to their enrolment information address or phone numbers. Participants are responsible to provide accurate information. Participants are responsible in paying all fees and charges in relation to courses. Participants are responsible for their own property and security of their property whilst attending any course. Participants are responsible for switching off all mobile and electric devices at all commencement of training sessions. Participants are responsible in understanding and accepting course conditions and terms as set out in the terms and conditions section of this hand book, this includes the enrolment procedure. Participants are responsible to attend learning sessions free of illegal drugs and alcohol and to only smoke during group designated breaks. Participants are responsible for their conduct and behaviour towards other participants, trainer and assessor they are to treat all with fairness, respect and dignity this includes the property of Absolute Forklift Training, the property of other participants and with observing guidelines set out in our policies and procedures. Participants are responsible to seek out clarification of their rights and responsibilities if unsure. Participants are responsible if having trouble understanding the course content or tasks to seek out the trainer for clarification or further assistance with their learning.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 10 -

Client Eligibility and Enrolment

Absolute Forklift Training conducts all their training on company sites. Clients eligibility will be predetermined by their own employer. It is participants responsibility to discuss their eligibility for one of Absolute Forklift Trainings courses or assessments with their manager prior to enrolment. Absolute Forklift Training reserves the right to deny access to any participant enlisted by their employer for training or assessment for any of the following reasons: Failure to meet the identification requirements set out by WorkCover If the course is not suitable to the learning needs of the participant If the participant has previously participated in an Absolute Forklift Training learning session or assessment and has been removed due to one of the reasons listed in the terms and conditions section of this handbook. Due to poor English, literacy or a severe disability renders it impossible for them to pass the assessment process. (This will be identified by an Absolute Forklift Trainer as soon as possible so as to avoid financial hardship to either the company or the participant. If the participant has given misleading / false or out of date identification.

WorkCover requires a minimum of 48 hours prior written notice for any person to sit an assessment. Participants cannot sit for their assessment if notification has not been received by WorkCover. Absolute Forklift Training will notify WorkCover of all participants expected to sit an assessment and we require all relevant information for this notification not later than 3 days priors to the assessment date.

Induction
Absolute Forklift Training will conduct participants inductions at the beginning of the first day of training. Absolute recommends participants collect their training materials and handbook prior to commencing their course. Absolute also recommends all participants take the time to read all material supplied before their commencement date. This will assist all participants to be familiar with both the training content and handbook.

Induction Procedure
Information regarding Absolute Forklift Training and your trainer. Rights and Responsibilities for all participants. Information regarding participants' files and access to them. Training and assessment procedures. Statement of Attainment issued. Participants' rights to an appeal and complaints / grievance procedures. Forklift Course and assessment time table. Forklift Course content and vocational outcome information. Participants' behaviour requirements. What to do if you are absent.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 11 -

Access and Equity

Absolute Forklift Training provides equal opportunities and access for all people as stated in the rights and responsibilities section of this handbook. Absolute Forklift Training is committed to structuring all their learning environments to offer equal access to all participants. Absolute will endeavour where possible and when it is not to the learning detriment of other participants, incorporate any special needs or requirements a trainee may have into the learning session. Absolute Forklift Training encourages all participants that consider they have an access or equity concern to contact the office prior to the commencement date. All enquiries from participants will be treated with respect, dignity and confidentiality. All selection to an Absolute Forklift Training course will comply with equal opportunity legislation. NSW Government Charter for Equity in Education and Training The NSW Government believes that education is the foundation of an informed and just society, the key to overcoming social inequality and to achieving its social justice objectives. The NSW Government is building a high quality and fair education and training system. Our vision is of people from all backgrounds and circumstances sharing access to the knowledge, skills and understandings they need to participate fully and successfully in the community. We aim to improve overall education and training outcomes by focusing on those learners and groups of learners who are not benefiting from education and training. Everyone is entitled to high quality education and training programs that provide recognised credentials and clear pathways to employment and lifelong learning. The outcomes of education and training should not depend on factors beyond the learners control or influence. In allocation of public resources, priority is given to: All young people are entitled, as a minimum, to be able to complete their school education Year 12 or a vocational education equivalent. The diversity of the population is recognised and valued by inclusive approaches to the development, conduct and evaluation of programs. A demonstrated commitment to these equity principles and practises is a core responsibility for all those involved in education and training. To ensure a coherent linkage between resources, access, delivery, participation and outcomes to achieve equity, these principles will be built into all services provided by education and training agencies. Available resources will be clearly linked to the achievement of better and more equitable participation and outcomes; and Specific measures will continue to be provided to assist all learners and groups to maximise their outcomes from education and training.

Changes to Enrolment Details

The participants / company is responsible for notifying Absolute Forklift Training of any changes to their identification information which may occur during the course of their studies with us.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 12 -

Issuing of Qualifications
All Absolute Forklift Training qualifications and statement of attainments issued comply with the Australian Frame Work (AQF) standards 10 & 11 and of the Australian Quality Training Framework (AQTF) and are in accordance with our student handbook. Absolute Forklift Training will issue a Notice of Satisfactory Assessment on the date of the assessment test if the participant satisfactorily completes their assessment and a statement of attainment within 14 days of the assessment date. Absolute Forklift Training will only issue qualifications and statements of attainment within our scope of registration. Absolute Forklift Training use their own manuals complied by nationally endorsed training packages, qualifications, competency standards and modules from accredited vocational courses.

Recognition of Prior Learning / Competencies / Qualifications

Absolute Forklift Training recognises that prior learning and / or competencies (RPL) is an important process for adult learning. It provides acknowledgement of skills gained through the following pathways life experiences, work experience, previous training and formal education. All prior learning and competencies (RPL) is subject to WorkCover recognition. Absolute Forklift Training through the following principles will process all evidence of prior learning and / or competencies of each individual. We will look at the individual learning and competencies rather than focus on where, how and when the learning occurred. Recognise prior learning / competencies provided by individuals and provide support to all potential RPL applicants. Ensure that while undertaking the RPL process that it will be conducted fairly for all those involved and that it is accessible to all participants. All forklift training applicants can elect for RPL consideration at the time of their enrolment. All needs of an RPL applicant will be recognised by Absolute Forklift Training. Where appropriate all reasonable or necessary adjustments will be made. Where RPL may be applicable an applicant may advance directly to the assessment process of the course. Where there is failure to meet RPL requirements the applicant will be required to enrol in the relevant course. Absolute Forklift Training will use a valid, reliable, flexible and fair means in assessment of the applicants recognition for RPL. Absolute Forklift Training will conduct itself in an ethical manner with all RPL requests. RPL assessment process objectives are: Minimise the duplication of learning, training or skills. The RPL process to be documented. Recognise learning and competencies conducted through other registered training organisations. To develop clear outcomes and access for RPL applicants to develop further learning, training and career opportunities. Allow RPL applicants the shortest possible completion and study time. Give support and quality advice to applicants of RPL. Conduct assessment for the RPL process in respect only to the relevant courses Absolute Forklift Training offer. Where appropriate monitor, evaluate and update the RPL processes. Advise applicants of their rights to appeal through the RPL formal process. Within industry standards ensure the fee and charging structure is fair. Absolute Forklift Training accepts all qualifications and Statements of Attainment throughout Australia and recognizes all decisions and outcomes awarded by RTOs.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 13 -

Fees and Refund Policy

At Absolute Forklift Training we record all fees and refunds. We keep records that are in a manner to ensure all our clients are guaranteed of financial integrity. We provide safeguards for all fees, deposits and refunds for clients that receive a training service from Absolute Forklift Training. We request either payment in full or a deposit prior to the commencement of your course, if you pay a deposit the remainder must be paid in full on the first day of training. Absolute Forklift Training reserves the right to forward any non-finalized accounts to a debt recovery agency. If an account has been overpaid we require supporting evidence from the client / company to support the claim. All fees and accounts must be paid even if there is an appeal regarding, training, assessment outcome or account payment. If a refund is required for any of these reasons Absolute Forklift Training will on an individual basis refund any money agreed upon by all parties involved within 14 days of resolution. If a clients English, literacy or numeracy skills are found to be insufficient to successfully gain a competency level at assessment (this decision must be made before midday on the first day of training) a refund minus the course deposit fee will be refunded. Where a client has commenced the course and is unable to complete their training due to either, personal injury, illness or bereavement, the opportunity to return and complete the course at a later date will be offered (this must occur within 3 months or your course commencement or your course will be cancelled). No refund will be given in these instances.

Competency Based Training and Assessment

Competency based training relates to what the participant is competent to do at the end of their training. There is no concern or regulation regarding to the input of material, how or when training takes place or with what resources are used. Rather the focus is on the participant being competent at the end of any training they participate in. Absolute Forklift Training will provide an LF class licence at the end of the training course to those trainees that have successfully completed their assessment test and they will also receive a Statement of Attainment.

Language, Literacy and Numeracy

Absolute Forklift Trainings aim is to provide an accessible learning environment for all its participants. Absolute Forklift Training will where at all possible adopt the learning environment to accommodate any special needs of the learners. Absolute Forklift Training believes that if you have an LLN difficulty this should not prevent you from achieving the learning goals you have set for yourself. On the Absolute Forklift Training form you can provide information regarding any LLN requirements and Absolute Forklift Training trainers and assessors will incorporate these needs into your learning. Any participant can also contact the Absolute Forklift Training office prior to commencement date and discuss any concerns they have.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 14 -

Training Records
Absolute Forklift Training has measures in place through their policies and procedures to ensure the collection of all records and information regarding participants are protected and stored securely. All policies and procedures meet the training and activity requirements. Absolute Forklift Training keep all records of individuals locked and secured and are committed to maintaining privacy and confidentially for all participants and their personal information. Absolute Forklift Training implements procedures to ensure their integrity accuracy and currency of all participants records. Absolute Forklift Training keeps all participants records within the required framework for external reporting. All Absolute Forklift Training records are kept for no more than 30 years and have safeguards in place to minimise unauthorised access and use. All Absolute Forklift Training records are stored in a secured location with back up procedures in place for electronic records.

Access to Participants Training and Assessing Records

All participants have the right to request and review their training records. Any request must meet the Commonwealth Privacy Standards. Access will be limited to the following: Participants accessing their own records Individual participants authorizing release of specific information to a third party (Access will only be given here if authorization is given in writing by the individual). As part of their employment role, an Absolute Forklift Training staff member may require access to individual records. Under the standards for a Registered Training Organisation an officer from the Department of Education and Training or the Australian Skills Quality Authority or their representative can request access to Absolute Forklift Training records. For legal requirements e.g., search warrant, social benefits, subpoena or evidence etc.

Privacy
All Absolute Forklift Training staff has current knowledge on privacy policies and procedures in relation to participants. Absolute Forklift Training will ensure that all participants records and information remain private and that the participants right to privacy are maintained in accordance with the privacy legislation (2001). All information and documentation will be collected in compliance with requirements according to the AQTF. Any information collected by Absolute Forklift Training will only be utilized for the purpose to deliver a quality training and assessment process.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 15 -

Complaints and Grievances

From time to time complaints and grievances can arise Absolute Forklift Training recognize these differences may occur. For all parties concerned a quick settlement in any complaint or grievances is in the best interest for all. At Absolute Forklift Training we have implemented 3 steps to find a quick resolution to any such complaint or grievance. If however, this process is not successful then Absolute Forklift Training will begin the process to implement their full complaints and grievance procedure to assist you to find a resolution to your concern. Three Steps to a Quick Resolution: 1. 2. 3. If you are dissatisfied, concerned or have a complaint regarding the forklift course or another participant, identify the issue of concern. Notify your trainer or assessor of your concern or complaint. Ring and notify the Absolute Forklift Training office of your concern or complaint.

If you are not satisfied with the 3 step resolution then you may begin the complaints and grievance process. The procedure for complaints and grievances allow for the following: The approach to be informal with the person the participant has the complaint with. This gives the participant the opportunity to formally present their concern or complaint. A senior Absolute Forklift Training staff member, who has not been involved with the grievance, will review the complaint or grievance. Have an external consultant or appropriate body to independently review the case. All complaints and grievances lodged with Absolute Forklift Training are recorded in writing and reviewed. All complaints and grievance results are communicated with all people involved in writing and copies are kept for such communication in participants files and the complaints register. At any appointment, meeting or mediation during the complaints and grievances procedure the person lodging the complaint may bring a support person. This person must be independent; they cannot have participated in the training days involved and may not participate in any discussion through the duration of the appointment, meeting or mediation. If you intend to bring a support person to any informal meeting with Absolute Forklift Training management you will need to notify the office 24 hours before the appointed meeting time. Participants have the right to pursue other legal avenues under the Australian Consumer Protection Laws. No Absolute Forklift Training complaints and grievance process circumscribe these rights.

Appeals Process
Under the Australian Qualification Framework and in accordance with the Australian Quality Training Framework the reassessment and appeals process is an important and integrated part of all training and assessment pathways to recognising qualification or Statement of Attainment. Prior to a participant lodging an appeal regarding their assessment results they must first discuss the matter with the trainer / assessor. Absolute Forklift Training will conduct their appeals in an impartial and fair manner.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 16 -

Grounds for Appeal

Absolute Forklift Training will consider applications for appeal where: A participants claim a trainer did not provide a subject outline, and the participant believes themselves to be disadvantaged. Between the practical observation and form assessment the participant claims there is a discrepancy between the two. If in documenting the participant is of the view there has been a clerical error. The trainer / assessor varied the requirements as specified in the subject outline in an unreasonable way or without consultation. If the assessment requirements specified by the trainer / assessor the participant claims were unreasonable or prejudicially applied to them causing a disadvantage.

Procedure for Appeals Allows for the following

The participant is to informally approach the trainer / assessor. The participant has the opportunity to formally present their case. The participants appeal is to be reviewed by a senior member of Absolute Forklift Training staff. A review of the participants appeal from an independent external consultant or review panel. A participant appealing their assessment result may at any meeting or mediation appoint a support person to accompany them to any such appointment. The support person must be independent and must not have participated in either the course dates or assessment date the individual lodging the appeal participated in. The support person is not to participate in the meeting or mediation and is solely there as moral support for the appeals applicant. If an appeals applicant requests the attendance of a support person they must contact Absolute Forklift Training 24 hours before the meeting or mediation.

Harassment and Discrimination

At Absolute Forklift Training everyone, regardless of whether they are a trainer, assessor, support staff, administration, a participant or client, are entitled to expect the same rights and to be provided a workplace, learning environment etc which is free of harassment, discrimination, victimisation and bullying.

Rights
All participants / staff have the right to learn, carry out their duties, teach or assess. All participants / staff have the right to an emotionally and physically safe workplace / learning environment. All participants / staff have the right to be treated fairly and with respect. All participants / staff have the right not to tolerate unacceptable or uninvited behaviour. All participants / staff have the right to be free from harassment and discrimination, this includes being victimised or bullied. Any reports from a participant or staff member will be treated sensitively and impartially. Any participants / staff will have the right to be informed and management will take immediate and appropriate action to address any form of harassment, discrimination, victimisation or bullying. All rights of individuals involved will be respected and confidentiality maintained whilst dealing with the situation. Participants / staff have the right, where ever possible to have all complaints resolved quickly and in a process of discussion, co-operation and conciliation. Participants / staff have the right regardless of whether they have lodged the complaint or the complaint has been made against them, to receive support, assistance and information while resolving the issue.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 17 -

Participants Responsibilities
Participants are responsible for their own behaviour and to never threaten, bully or hurt other participants or staff. Participants are responsible for allowing others to learn. Participants are responsible for making the learning environment safe by listening and obeying the trainers, assessors or staff. Participants are responsible for never bringing illegal substances or weapons causing the Absolute Forklift Training learning or assessment environment unsafe. Participants are responsible to never steal, damage or destroy others belongings. Harassment and discrimination will not be tolerated at Absolute Forklift Training. Any person who believes they have been subjected to this form of behaviour by others, while involved with Absolute Forklift Training should report the incident immediately. No person making a complaint or assisting in the investigation of a complaint will be victimised or harassed. Feedback, legitimate comment or advice given from Absolute Forklift Training trainers, assessors or management that is appropriate to the participants learning should not be confused as any form of harassment or discrimination. All people involved in the complaint process are expected to participate in good faith while resolving the issue. No harassment or discrimination complaint should be made against another person for malicious or frivolous reasons.

Discipline
Absolute Forklift Training understands that there are times when disciplinary action must be taken. This action is normally taken for either the safety or well being of participants or their staff. Absolute Forklift Training makes all attempts to provide their training and assessing services in the spirit of cooperation and respect for all. Trainers and assessors of Absolute Forklift Training will implement disciplinary action when they deem the action necessary. Trainers and assessors may implement disciplinary action when without reason a participant fails to attend the required minimum number of learning sessions. During any learning session a participant has on their person or consume, any form of illegal drug or alcohol (not including prescribed medication from a medical practitioner). This also includes if a participant arrives to an Absolute Forklift Training session under the influence of either an illegal drug or alcohol. If a participants behaviour exhibits signs of adversely being affected by the influence of drugs or alcohol. If a participant removes or damages any property or a resource of Absolute Forklift Training. If a participant of Absolute Forklift Training exhibits any form of contact that could be considered to be one of the following: Aggressive Disorderly Disruptive Harassing or interferes with the comfort of other learners, trainers or assessors. Safety Any participant that assaults an Absolute Forklift Training participant, trainer, assessor or staff member, either in a verbal or physical manner. Any participant that fails to comply with an instruction issued by an Absolute Forklift Training staff member regarding the safety of others.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 18 Absolute Forklift Training management will notify any participant where disciplinary action is being considered. Absolute Forklift Training will explain the offence being lodged against the participant and why it was lodged. Depending on the offence Absolute Forklift Training may take one of the following actions. 1. 2. The trainer / assessor will give a verbal warning to the participant involved and the incident will be documented on the participants file. If the participant continues to behaviour in an unsatisfactory manner after they have been verbally warned, the Training Manager will be notified and a more formal warning will be issued to the participant and if necessary the participants employer will be informed of the participants conduct. The incident will be documented on the participants file. If the participant continues to behave in an unsatisfactory manner then they will be removed from the learning environment, notification of their removal will be made in writing and a noted copy will be placed in the participants file.

3.

NOTE: The only time a participant will be removed from the learning environment without warning and their employer notified, is if, a participant has arrived to the training course with an illegal drug or alcohol on their person or if they are under the influence of either an illegal drug or alcohol, or if they consume either an illegal drug or alcohol during the course of the training day, or if a participant has physically assaulted another participant or a staff member of Absolute Forklift Training. Physically assaulting an Absolute Forklift Training employee will result in legal action being taken against the participant involved. A participant who may have discipline action taken against them can express their grievance for the disciplinary action by using Absolute Forklift Trainings complaints and grievance process. Any participant who has been removed from a learning session must cover the full cost of their training, this includes participants who have lodged a complaint regarding the discipline and have been unsuccessful with their lodgement. Those who have had the discipline action overturned will receive a refund minus a cancellation fee of $200. All staff of Absolute Forklift Training is expected to carry out their employment duties professionally and have a good ethical working relationship with other staff, participants, clients and management. If an Absolute Forklift Training employee breaches any standard, it will be discussed with them by an Absolute Forklift Training Director and the appropriate action will be taken.

Participants Welfare and Guidance

Absolute Forklift Training with in its policies, procedures and resources will make every effort to provide guidance and advice to assist participants to achieve the level required to attain competency in all accredited courses. Participants can contact Absolute Forklift Training during office hours leading up to their training for advice relating to their course.

Occupational Health and Safety Policy

Absolute Forklift Training provides a safe and healthy learning environment for all their participants. Under the NSW Occupational Health and Safety act 2000 prescribes the employee duty of care to all employees and reasonable care of others in the workplace. During Absolute Forklift Training conducting training and assessing groups on clients worksites, Absolute Forklift Training abides by clients worksite OH&S policies and procedures and expects the participants to conduct themselves in the same manner.

Trainee Handbook V1

Absolute Forklift Training

May, 2011

- 19 -

Training Staff
Absolute Forklift Training work entirely within the framework of the AQTF standards in relation to the training and assessor qualifications, for training and assessing activities. At a minimum the AQTF will ensure Absolute Forklift Training trainers and assessors have the relevant industry qualifications to deliver the training specified.

Legislation
There are a variety of legislations Absolute Forklift Training is subject to relating to their training and assessing activities as well as general business practises. It is the responsibility of the participant to be aware of these as legislation is continually being updated. Current legislation that affects Absolute Forklift Training includes: Australian Skills Quality Authority Act Anti-Discrimination Act Workplace Injury Management and Workers Compensation Act Affirmation Action Act WorkCover Legislation Amendment Act Copyright Act Privacy Act and National Privacy Principles Child Protection Act Industrial and Commercial Training Act NSW Apprenticeships and Traineeship Act Australian Standards AS2359, Powered Industrial Trucks

General Forklift Licence Information

At no time will Absolute Forklift Training guarantee that a participant will obtain their forklift licence at the completion of the course. On successful completion of the course the participant will receive a temporary licence effective for use immediately and a certificate of attainment with 14 days. Each applicant is responsible for filling in the appropriate paperwork, taking a passport size photo and paying the licence fee at an Australia Post outlet within 60 days of passing the licence test for their licence to be valid. Failure to do so will result in having to re-sit the entire forklift assessment at an additional cost. Absolute Forklift Training conducts and complies with all training within the Australian Standards and presents information based on the National Certification System.

Trainee Handbook V1

Absolute Forklift Training

May, 2011