CRICOS PROVIDER# 02164G

The college accepts students from all countries. Our highly experienced coaches have held professional positions throughout the world and trained top level international golfers.

In choosing a golf academy or simply just golf coaching you must look for three components:

1. The quality of the staff as they will be responsible for guiding you toward your dreams:    

2. The standard of the training facilities: Lakelands and The Glades golf course

3. The price of the program:  Fees

We at ITAGC encourage you to research these 3 components as we are certain that we offer the best combination of staff, facilities and price. If you are interested in a golf academy, a tennis or soccer school then please come in and have a look. 

Our highly experienced and qualified coaches have held professional positions throughout Australia and the world. They are committed to helping you to achieve your dreams of becoming a professional golfer, soccer or tennis player.

The Glades Golf Club

ITAGC also adheres to the following Code of Practice - Please read through these pages to familiarise yourself with such things as our refund policy, complaints proceedure and appeals process.

REGISTERED TRAINING ORGANISATION

National Provider No. 30541

1. Background

1.1 ITAGC has been established as a vocational education facility, to deliver a range of professional development courses across the sport and recreation education sector.

2. Purpose

2.1 ITAGC is committed to high standards in the provision of education and training.The following Code of Practice describes the minimum standards of our servicedelivery and customer support.

2.2 As a registered Training organisation, ITAGC has agreed to operate within the Principles and Standards of the Australian Quality Training Framework. This includes a commitment to recognise the training qualifications issued by other Registered Training Organisations under AQTF requirements.

2.3 The policies set out in this Code of Practice underpin the operations of ITAGC.ITAGC recognises that registration as a Registered Training Organisation may bewithdrawn if we do not honour the obligations of the Code of Practice.

2.4 ITAGC has a commitment to providing a quality service with a focus on a continuous improvement. ITAGC values feedback from students, trainers, and industry representatives. Where possible, ITAGC designs diagnostic assessment instruments specific to student needs.

2.5 Client selection is based on a first come registration process. Enrolment may be completed on the day of the training program. Students will receive an induction/orientation to the course.

3. Management, Administrative and Financial Practices

3.1 ITAGC has policies and management strategies, which ensure sound financial andadministrative practices.

3.2 Management guarantees the organisation’s sound financial position andsafeguards student’s fees until used for training and assessment.

3.3 We have a refund policy, which is fair and equitable. ITAGC charge fees for attendance at specific courses, the costs are clearly outlined in the promotional material and on the enrolment form.

3.4 Student records are managed securely and confidentially and are available for student perusal on request.

4. Training and Assessment Standards

4.1 ITAGC embrace policies and management practices that maintain high professional standards in the marketing and delivery of vocational education and training services. These policies and practices will safeguard the interests and welfare of students.

4.2 All trainers will maintain a learning environment that is conducive to the success of the students. They will have the capacity to deliver the training and facilitate the assessment relevant to the training products offered and provide adequate facilities and use appropriate methods and materials.

4.3.1 Assessment will meet the National Quality Council (including Recognition of Prior Learning and Credit Transfer)

5. Legislative Requirements

ITAGC complies with all Legislative requirements of State and Federal Government, including OH&S, Workplace Relations, Anti Discrimination and Equal Opportunity, National Information Privacy, VETE ACT 2000 and 2005 Amendment Act, specific industry legislative and regulatory requirements specific to its scope of registration, and the obligation to recognise Australian Qualification Framework qualifications and statements of attainment issued from other RTOs.

Legislation information is available at www.legislation.qld.gov.au and www.aph.gov.au/bills.

Examples of relevant acts to students and other stakeholders are:

Workplace Health and Safety Act 1995 & Workplace Health & Safety Amendment Act 2002 whichaims to protect the safety of all customers, staff and visitors.

Workplace Injury Management and Workers’ Compensation Act 1998 which promotes the preventionof work-related injury and disease through constant supervision and advice to staff and students.

Anti-Discrimination Act 1977 which aims to prevent anti-discrimination on the grounds of sex,pregnancy, race, colour, religion, ethnicity, martial status, physical/intellectual disability, homosexualityand age.

Disability Discrimination Act (DDA) Education Standards 2005 – see www.ag.gov.au/DSFE

Equal Employment Opportunity Act 1984 which aims to ensure that staff members are free fromunlawful discrimination and harassment and that every opportunity is afforded staff to improve theirknowledge and skills to enhance their job prospects.

Vocational Education, Training and Employment Act 2000 & Amendment Act 2005, Training andEmployment Regulation 2000, and Training and Employment Guidelines 2000 which provides therules and regulations for the business operations of registered training organisations in Queensland.

Privacy Act 1988 and Privacy Amendment (Private Sector) Act 2001 which protects individualspersonal information in a business environment.

Disability Discrimination Act 1992 – see www.hreoc.gov.au

Human Rights and Equal Opportunities Act 1986– see www.hreoc.gov.au

Racial Discrimination Act 1975– see www.hreoc.gov.au

Sex Discrimination Act 1984– see www.hreoc.gov.au

Copyright Act 1968 & Copyright Amendment Act 2006 – see www.copyright.org.au

6. Access and Equity and Recruitment

6.1 It is the responsibility of all training staff at ITAGC to meet the needs of individuals and the community through the integration of access and equity guidelines. ITAGC will ensure that equity principles for all people are implemented through the fair allocation of resources and the right to equality ofopportunity without discrimination. ITAGC will increase opportunities for people to participate in the vocational education and training system, and in associated decisions, which affect their lives.

6.2 All students are recruited in an ethical, responsible and equitable manner adhering to Equal Opportunity Legislation and consistent with the requirements of the training product.

6.3 Our Access and Equity Policy ensures that student selection decisions comply with equal opportunity legislation.

6.4 Appropriate qualified staff will assess the extent to which the applicant is likely to achieve the unit of competency or outcomes of the course, based on the applicant’s qualifications and competencies, including language, literacy and numeracy.

6.5 ITAGC prohibits discrimination towards any group or individuals in any form, inclusive of:

�� Gender

�� Pregnancy

�� Race, colour, nationality, ethnic or ethno-religious background

�� Marital status

�� Homosexuality (male or female, actual or presumed)

�� Age (in relation to compulsory retirement)Access and equity issues are considered during training package/product development. Access and equity issues are considered in training delivery and assessment.

7. Marketing and Advertising

7.1 ITAGC will market their vocational education and training with integrity, accuracy, and professionalism, avoiding vague and ambiguous statements.

7.2 In the provision of information no false or misleading comparisons will be drawn with any other Training provider or course.

7.3 ITAGC’ marketing strategies will not contravene legislation.

7.4 Students will be recruited responsibly and ethically at all times and recruitment will be consistent with any training package/product requirements. ITAGC is committed to non-discrimination in any form when recruiting and selecting and at all times comply with equal opportunity and anti-discrimination legislation. There may be prerequisites before commencing a program due to health requirements or the nature of the program.

8. Client Service, Welfare and Guidance

8.1 We have sound management practices to ensure effective client service. In particular we have client service standards to ensure timely issue of student assessment results and qualifications. These will be appropriate to competence achieved and issued in accordance with national guidelines.

8.2 Student records and documentation are recorded, kept confidential and securely archived. Students can access their own files upon request to ITAGC administration.

8.3 ITAGC has student welfare and guidance services relevant to the training products. These include literacy and numeracy assistance.

8.4 The Principal reserves the right to exclude students from training as a disciplinary action where it is deemed the welfare of students and/or staff is placed at risk.

9. Student Information and Assistance

9.1 ITAGC will provide accurate, relevant and up-to-date information to all students prior to commencement. This will include but not be limited to:

�� A copy of the Code of Practice

�� A copy of the Refund Policy

�� A copy of the Complaints/Appeal Procedure

�� Details Relating To Total Fees, Costs And Charges

�� The Award To Be Issued To The Student On Completion Or Partial CompletionOf The Course – Training Plan Outline

�� Competencies To Be Achieved By Students – Training Plan Outline

�� Assessment Procedures

�� Student Support Services

�� Arrangements For Recognition Of Prior Learning and Direct Credit Transfer

�� Disciplinary Expectations

10. Complaints & Appeals

ITAGC has a fair and equitable process for dealing with student’s complaints\ appeals. ITAGC team members will be fair, courteous and helpful in all dealings with students. In the event that complaints cannot be resolved internally, we will advise the student of the appropriate body where they can seek further assistance. All stakeholders have access to ITAGC’ Complaints’ and Appeals system. This process is continuously reviewed through the Management Internal Review and Vocational Area Internal Review meeting process.

ITAGC maintains a Complaints & Appeals Register.

ITAGC’s complaints’ procedure is:In the event that a student has a complaint concerning any matter in relation to the training or organisation,there is a process in place to ensure that the complaint can be resolved amicably. Speak directly with theperson concerned to resolve the problem within 7 days. If the student cannot speak to the person concerned,they should direct the matter in writing to the Principal within 21 days.If the complaint is still unresolved, the student will be notified of the outcome in writing within 14 days andadvised of an appeals process and alternative agencies that may assist.Students should also be aware:

1. He / She may nominate a support person to accompany him / her at any stage of the dispute resolutionprocess

2. If the client feels that the complaint has not been properly dealt with by ITAGC, they may wish to take itto an external agency advice. Education Queensland provides a service through District Office where acomplaints officer will handle any complaints received against RTO operations / personnel. There is no feefor use of this service.

3. Nothing in ITAGC's Dispute Resolution Policy negates the right of any student to take action underconsumer protection laws in the case of financial disputes.

4. Nothing in ITAGC's Dispute Resolution Policy negates the right of any student to pursue other legalremedies.

5. If a student is concerned about the actions of ITAGC they may approach Registration Services, TrainingQuality Division, Department of Education, Training and the Arts. Complaints must be made in writing tothe Manager, Registration Services, Training Quality, LMB 527 GPO BRISBANE QLD 4001., Tel: 1300369 935.

6. All records of any complaint will be kept on file.

7. The information provided by the student to the provider may be made available to Commonwealth andState agencies as authorized by law.

ITAGC’s appeals’ procedure is:

The organisation seeks to prevent appeals by ensuring that students are satisfied with their training productand its outcomes. Personnel are expected to be fair, courteous and helpful in all dealings with students.

1. Notify Principal or trainer within 21 days, after receiving complaint outcome or assessment decision, inwriting of an appeal

2. Trainer and/or Principal will provide a written statement of outcome within a further 21 days.

3. Seek reassessment or arbitration by a 3rd party/panel acceptable to all parties to the appeal.If the appeal is still unresolved, the student will be notified in writing within 14 days and advised ofexternal organisations that may be able to assist. Education Queensland provides a service through DistrictOffice where a complaints officer will handle any complaints received against RTO operations/personnel.There is no fee for use of this service.

4. Independent mediation is available through the Dispute Resolution Branch, Department of Justice andAttorney-General. There are six Dispute Resolution Centres throughout Queensland. The Brisbane Centreis located on the 13th Flr, Central Courts Building, 170 North Quay, QLD 4000. Contact details are: Tel:+61 7 3239 6269; Fax: +61 7 3239 6284. Students outside Brisbane may use the Toll Free No: 1800 017288. At present there is no fee for use of this service, but this may change.

11. Internal and External Review

11.1 ITAGC conducts regular reviews of its training. All feedback from students is welcome and will be included in internal reviews.

11.2 ITAGC has also agreed to participate in external monitoring and audit processes required by the state training authority. This covers random audits, audit following complaint and audit for the purposes of re-registration.

12. Refund Policy

ITAGC College has a fair and reasonable refund policy and ensures that students are aware of its refund policy before enrolment.

When to Apply for a Refund: If a student’s Visa application is unsuccessful, students should apply for a refund in writing immediately.  

How to Apply for a Refund: Students who have received notification that their Student Visa application is unsuccessful must send a letter to ITAGC College requesting a refund of their tuition fees and attach a copy of the letter they receive from the Australian Embassy stating that their visa application was unsuccessful, together with their application for a refund.   

Terms and conditions under which fees will be refunded will be the following:(the refund policy refers to The National Code (standard 3.2) 

12.1  Cancellation of any course by ITAGC College will entitle you to receive a full refund of fees.

According to The National Code (standard 3.2) 2) Request of refund in case of: 

A) Student visa is granted or pending but you decide to: 

12.2 Withdraw from the course more than 28 days before the commencement date, 75% of the tuition fees (except the enrolment and installment fee) will be refunded.

12.3 Withdraw from the course between 7 to 28 days before the commencement date, 50% of the tuition fees (except the enrolment and installment fee) will be refunded.

12.4 Withdraw from the course less than 7 days before the commencement date, 25% of the tuition fees (except the enrolment and installment fee) will be refunded. B) Student visa is not granted : 

12.5 You will be entitled of a full refund, with the exception of the enrolment fee and installment fee, if the course has not yet started.

12.6 You will be entitled of 75% refund, with the exception of the enrolment fee and installment fee, if you have commenced study for less than 7 days from the scheduled commencement date.

12.7 You will be entitled of 50% refund, with the exception of the enrolment fee and installment fee, if you have commenced study between 7 to 28 days from the scheduled commencement date.

12.8 You will be entitled of 25% refund, with the exception of the enrolment fee and installment fee, if you have commenced study for more than 28 days from the scheduled commencement date. 

C) The course has commenced and the course competencies are not finalized: 

12.9 You will not be entitled to a refund unless you can provide a medical certificate or show some extreme personal hardship/compassionate grounds. In this case, fees may be refunded on a pro-rata basis. 

12.10 Should you wish to withdraw you will need to complete a “Request for Refund” form, and submit it to the Administration Office. 

12.11 Approved refunds will be finalized within 2 weeks after a completed “Request for Refund” form has been received.                                                       

12.12 In case student paid tuition fee by credit card, the fees will only be able to be refunded to the credit card. In case the tuition fee refunds to an overseas account, $65 extra fee will be in charge.  

12.13 The written agreement will not remove you the right to take further action under Australia’s consumer protection laws  

12.14 All refunds will be paid within 4 weeks after receiving the written claim from the student.

13. Recognition of Prior Learning/Recognition of Current Competence

13.1 Applicants who consider that they have completed appropriate training or have through prior learning and experience gained the required skills/competencies stipulated for the units of the course may be granted credit upon substantiation of that claim, after enrolment in the course, at no cost.

13.2 The obligation to recognise Australian Qualification Framework qualifications and statements of attainment issued from other RTOs is mandatory for ITAGC as a requirement of the AQTF.

14. Credit Transfer

14.1 Students may be entitled to a credit transfer in the following circumstances:

�� Completed units of competency from a National Training Package.

�� Complete modules which are mapped totally to a competency from aNational Training Package.

14.2 Students must provide an original Academic Transcript or certified copy, and the decision will be based on validity and currency.

15. Assessment Criteria

The objective is for the student to show that they have achieved the unit’s competencies. Flexible learningand assessment processes are used by ITAGC and students may be assessed by one or more of thefollowing methods:

�� Observation – the completion of a specified task or set of procedures, normally performed under close supervision, using a detailed checklist.

�� Oral questioning – a response is provided to a series of questions presented in order to demonstrate understanding of principles or reasoning behind the action taken.

�� Case study – an opportunity to display problem solving and decision making skills is provided in a simulated context.

�� Multiple choice – a question or incomplete statement followed by several options[usually 4 – 5] from which the trainee selects the appropriate answer/s.

�� Written short answer – a written response item consisting of a question/s with answers of a single word, a few words, a sentence, or a paragraph.

�� Project – an exercise or investigation based on a real life situation, generally requiring a significant part of the work being carried out without supervision, and involving the completion of a project report.

�� Or any other method outlined in the student information bookStudents will be advised of the assessment methodology before training commences.

16. Issue of Award Documents

16.1 Qualifications [Diplomas, Certificates, and Statement of Attainment] will be issued within 14 working days of successful completion of the program. Qualifications will meet the requirements of the training package/product and legislation.

17. Sanction

17.1 It is acknowledged that if the obligations of this Code or supporting documents and regulatory requirements, where applicable, are not met, ITAGC may be deregistered as a Registered Training Organisation and have its recognition withdrawn.

18. Privacy

ITAGC adheres to the requirements of all privacy legislation. However students should note that if requested, ITAGC will provide student contact details including addresses, telephone numbers and email addresses to the Training and Employment Recognition Council as part of the audit process to enable the Training and Recognition Council to interview students about the training provided by the organisation.

19. Discipline ExpectationsStudents are expected to meet appropriate behaviour standards as required by a training organisation including:o Attending class on timeo Following requests from RTO staffo Avoiding eating in classroomso Smoking in approved areaso Regular attendanceo Avoiding swearingThe organisation will warn the student in the first instance either verbally or in writing, and if repeated violations occur, the student’s enrolment may be cancelled by the Principal. ITAGC Contact Details – Please use the following guide to direct your queries to the appropriate ITAGC officer.