INDUSTRY LEADERS
OHSA Occupational Health Services Australia Pty Ltd [ACN: 099 344 822]
RTO NUMBER: 31092
Student Handbook
Download the Student Handbook here
All Course cancellation and transfer requests must be received in writing. Please complete the following form and email the file to info@ohsa.com.au.
Download the Cancellation Refund Form here
Introduction
OHSA Occupational Health Services Australia Pty Ltd (OHSA) is a Registered Training Organisation (RTO) that delivers accredited and non-accredited courses. We have operated as an RTO since 2003, even earlier as a Safety Consultancy business.
At OHSA, our commitment to valuing people permeates and underpins every aspect of our organisation. Our information, advice, support services, and RTO policies and programs reflect this.
We employ various training and assessment techniques that can be customised to benefit our students. Our modes of delivery (the way training will be delivered) include;
- Face to face
- Self-paced online
- Blended learning (A mix of online and face-to-face)
Training and assessment can be undertaken at work sites, RTO premises, or other agreed venues.
We aim to ensure that our courses offer only the most current and relevant information for our students. We also regularly review all our programs and procedures to ensure our students are industry-ready.
We are particularly interested in our student’s needs, and our staff is available during business hours to discuss any aspects of the training and assessment requirements and RTO policies.
After reading our handbook, if you have further questions about training, please do not hesitate to contact us on 1300 647 200. We will arrange a time for a personal interview with a member of our staff.
We look forward to the opportunity to work with you and provide training and expert support for developing your career path. We hope your experiences at OHSA will be constructive, positive, and valuable and that our programs and policies are designed with this aim in mind.
Locations:
We have two main training facilities with additional locations that can be used as needed.
Head Office:
Unit 1/51 Township Drive, West Burleigh 4220
Brisbane:
Unit 12/35 Paringa Road, Murarrie 4172
Other: Please refer to your course confirmation for the location of your course in different areas.
OHSA Occupational Health Services Australia RTO number 31092
Ph: 1300 647 200
Email: info@ohsa.com.au
1.0 Nationally Recognised Training
OHSA is a Registered Training Organisation (RTO 31092).
OHSA offers competency-based training programs that meet the Australian Qualifications Framework (AQF) standards. This means that courses in Australia are nationally recognised in vocational education and training.
The RTO conducts accredited and recognised courses by the relevant government bodies and educational institutions; qualifications and stand-alone units of competency received at OHSA are portable between all Registered Training Organisations.
1.1. Australian Qualification Framework (AQF)
OHSA is a Registered Training Organisation (RTO) registered by ASQA. To maintain our registered status, we must comply with the AQF standards, which outline the basis upon which all RTOs must operate. The AQF provides the basis for a nationally consistent, high-quality vocational education and training system.
1.2. OHSA Aims & Objectives
OHSA provides a common-sense, practical approach to training. Our trainers are fully qualified and have extensive practical and theoretical experience in the industry. You will learn the skills and competencies required by learning from professionals who ‘practice what they teach.’ This enables us to bring the expertise and knowledge of a ‘real-life situation’ to our training environment.
1.3. OHSA – Our Commitment
OHSA undertakes to provide a level of service matching industry best practices. OHSA provides training and assessments that are best suited to meet the individual learner’s needs. We review our courses to maintain standards and develop improvements to the education and training process.
Our trainers and assessors must maintain the currency of their skills and knowledge in their industry area and vocational education and training. Our trainers and assessors have a high-level understanding of current industry trends and challenges.
1.4. Access & Equity
OHSA encourages access to courses subject to the prerequisites required to participate in a particular course. OHSA will provide a learning environment free from discrimination and harassment and ensure that participants are treated with respect and in a fair and considerate manner while studying with us. Should you have any concerns during your course, please speak with your trainer or a member of our administration team, who will be able to assist further.
2.0 Course Fees
Public course fee details are provided on our website’s course page. Payment must be made before students receive their certification for face-to-face courses or logins for online or blended learning courses. In-house course fees have been provided in the quotation for each course.
3.0. Course Cancellations, Refunds and Transfer Policy
Cancellations must be made in writing using our website’s OHSA Course Cancellation / Refund Request Form.
Forms can be submitted via email to accounts@ohsa.com.au or info@ohsa.com.au
Cancellation takes effect upon receipt of the OHSA Course Cancellation / Refund Request Form.
Cooling Off Period:
A 24-hour cooling-off period applies.
Full refund for cancellations within this period.
Third-party transaction fees are non-refundable.
Cancellation and Transfer Policy:
Ten or more Business Days’ notice: There is no charge for transferring; fees may be refunded within 30 business days.
Within 10 Business Days before commencement:
Full fee forfeited.
Transfer Requests:
Acceptable up to two (2) Business Days before commencement.
Will incur a $50 (plus GST) administration fee.
Participant substitution incurs a $50 (plus GST) administration fee.
Non-Attendance:
No refund, transfer, or reduction of fee.
Total fee payable for non-attendance unless otherwise agreed in writing.
Liability Disclaimer:
OHSA may cancel or reschedule; participants are offered a transfer or full refund if no alternative is available.
OHSA is not liable for costs due to course cancellation or rescheduling.
Course dates and fees are subject to change with notice provided.
Exceptions:
Specific course cancellation policies may override this general policy.
Online / Distance Learning Courses
For Distance Education / Online training, fees will only be refunded if the cancellation is within 48 hours of booking. However, once an online / distance learning course or unit has been commenced or accessed, no refund is applicable for that course or unit.
Where login details for an online course or unit have been issued to the student but no access has been made, an administration fee of 25% of the course or unit fee will be retained if a refund is requested.
Transfer from an online course to a face to the equivalent face to face course for the same student is permissible in most circumstances but is at the discretion of OHSA management and will incur an additional fee where there are price differences between those two-course delivery modes. A refund will not be considered should an online course student transfer to a face-to-face course and then apply for a refund.
Refund Procedure
Refunds will be processed up to 30 business days from receipt of the completed refund form.
All refunds will be processed using the same method as the payment (e.g., if paid by credit card, the fee will be refunded to the same card).
Payments made by EFT will be made to the nominated bank account detailed on the form. Credits will be issued against the account for our corporate customers to be used at a later date unless specifically requested.
4.0. Proof of Identification
Some courses require Proof of Identification at the start. To stay for the course, you must satisfy the Proof of Identity requirements by the training day’s start time. Proof of identity documentation is displayed on our website and has also been forwarded with the course joining instructions. Refunds are only provided for students who can provide suitable identification.
5.0. Workbooks and Materials
Course workbooks and materials may be provided. Email or the learning management system will provide online or blended course material.
6.0 Selection and Admission
Employers can nominate staff to attend training. Individuals can book any public course if they meet the entry and personal identification requirements. Some of our training courses are aimed at participants with specific workplace safety responsibilities. The course webpage will outline any requirements.
6.1 Enrolment
You must complete an enrollment form before the training commences once you are booked into a course (either your employer or yourself). You will have time before the course begins to complete this form. If you need assistance with completing this, please let our team know.
6.2 Unique Student Identifier (USI)
From 1 January 2015, Commonwealth legislation and their conditions of registration require providers to have a valid USI for a student before they issue that student with a qualification or statement of attainment. This applies to new students, pre-enrolled students, and continuing students. The process for all students to obtain a USI (or for training providers to use it on their behalf with the student’s permission) is the same.
The course confirmation booking will give students Information about the USI.
For further information about the Unique Student Identifier, please refer to https://www.usi.gov.au/
USIs are optional if you are studying the course whilst in a country outside of Australia.
7.0. Training overview
We encourage all students to read the relevant course webpage before undertaking a course with OHSA. At the commencement of a course, all participants will be given an outline of each course’s delivery and assessment process. Those studying online or via blended learning will be provided additional information at the start of their online module. All assessments meet the Australian Quality Framework (AQF) Principles.
8.0 Training Delivery and Assessment Procedures
8.1. Participant Appeals and Grievance Procedures
Every participant has the right to appeal assessment decisions or lodge a grievance. The procedures for doing so are outlined later in this document.
8.2. Participant Induction
We provide an induction to the course structure, location, and amenities at the start of each course. This will also allow the trainer to identify any possible individual needs of the cohort and plan accordingly. We can answer questions during breaks if you wish to discuss the induction items in more detail. Feel free to ask us if something about the training concerns you.
8.3. Learner Support and Assistance
Most of our courses are short workshops that last one or two days. Although we do not offer extensive support services for our participants, we want them to succeed in their learning. If participants have difficulties, our trainers and assessors can provide the following types of learner support assistance.
Participants are encouraged to discuss any problems or issues with learning. The trainer will identify any issues the participant may face and adjust the class accordingly.
Such assistance may include:
- Explanations of parts of the learning that have yet to be understood.
- Repeat classes (subject to availability).
- Extra time on practicals and testing as appropriate.
- Individual or group coaching is subject to agreement by the employer.
- Large font workbooks.
Given the length of our courses and our expertise, we do not offer guidance or welfare advice; however, we can help learners identify suitable external options.
9.0. Equal Opportunity
All clients and participants are entitled to and will be given equal consideration and treated equally. OHSA staff will not discriminate based on race, gender, sexual preference, belief, or age.
10.0 Harassment
Harassment and victimisation are offensive, intimidating, uninviting and unwelcome behaviour designed to damage, belittle, or take advantage of another person.
It includes:
- Physical assault, including sexual assault, offensive jokes and suggestions, verbal abuse,
- Distributing or displaying offensive material (pictures, cartoons, etc.);
- Making offensive telephone calls;
- Making suggestions about sexual activity;
- Telling jokes or making derogatory comments about a person’s age, sex, race, cultural background, or disability;
- They are isolating, segregating, humiliating, questioning, or ignoring another’s capabilities because they are of a particular gender or belong to a minority group.
OHSA will follow up on complaints of harassment. It would be best to talk to the trainer about your circumstances first. You may also wish to speak to your employer. There is a process to follow such complaints that is fair and meets our legal obligations. Alternatively, you can contact our office on 1300 647 200 for assistance.
Once a complaint is received, OHSA will investigate the concern and keep all parties updated.
You have the right to seek advice from relevant government bodies such as the Anti-Discrimination Board or an Ethnic Council.
10.1 Student Code of Conduct
A Code of Conduct is a clear and comprehensive set of rules defining the standard of conduct and behaviour expected of participants who attend our training. As a student, you are expected to be courteous to other students, our staff, and anyone you encounter in our facility or the venue where we facilitate your training. This includes;
- You must comply with all reasonable requests and requirements made by your trainer/s
- You are not to attend any class whilst under the influence of alcohol or illicit drugs.
- Any form of discrimination, including but not limited to sexual and racial, will not be tolerated.
- We will not tolerate any form of bullying or harassment, obscene, offensive, or insulting language or behaviour.
- Disruptive behaviour is unacceptable and will not be tolerated.
- If you break any state or federal laws, including, but not limited to, stealing, damaging property, or assaulting someone, you will be reported to the relevant authority.
Any student found not obeying their Code of Conduct obligations may be subject to sanctions, including cancellation of enrolment without refund, being asked to leave the training venue, and being required to attend an interview or mediation with your employer and the RTO.
If a trainer or staff member is unhappy or dissatisfied with the behaviour or performance of a student, the trainer has the authority to:
- Warn the participant that their behaviour is unsuitable, or
- Ask a participant to leave the class without a refund or acceptance into another course or
- Immediately cancel the class.
If a participant wishes to express a complaint about the disciplinary action taken, they can follow our complaints procedure. We expect our staff to maintain a professional and ethical working relationship with all other staff, management, and participants. Any breach of our disciplinary standards will be discussed with the trainer, and appropriate action will be taken.
11.0 Disability
OHSA will make reasonable adjustments to cater to the needs of clients and students with disabilities. Training venues and facilities will be accessible where possible. Our Brisbane venue has downstairs and upstairs training facilities. If you have difficulties with stairs, please get in touch with the office as soon as practicable, as we may be able to move the class to another training room with no stairs. This will be dependent on the number of students in other courses.
Our evacuation training will consider the needs of people with specific needs.
12.0 Language, Literacy and Numeracy Adjustments
Our assessments require students to read, write, and communicate in English. If you need additional support in this area, contact our team before your course so we can work with you and identify suitable support.
Support people such as signers and interpreters are welcome in our classes and are paid for by the student or their employer. However, interpreters may only be suitable for some courses, as a sound level of English may be required to be deemed competent.
We will ensure that our training is delivered at a reasonable pace for the diverse types of learners in each class.
We will use plain English and explain terminology with practical examples.
Assessment will be both written and practical and may involve verbal presentations.
We will endeavour to help as much as practicable; however, if further support outside our skill is required, we will encourage the student to contact a support provider before re-doing the course. The following support service is one of our recommendations.
TAFE Qld, English Language and Literacy Services (TELLS)– Phone 3244 5488
https://tafeqld.edu.au/courses/course-types/tells
13.0 Workplace Health & Safety
OHSA trainers and assessors are informed of the following:
The workplace health and safety legislation relates to their educational environments.
Principles and practice of effective WHS management.
Common hazards in educational environments.
WHS management systems, policies, and procedures for reporting to OHSA management.
13.1 Evacuation
In the case of an emergency requiring evacuation, the trainer will notify the class that they will be evacuating the building and will follow the designated procedures. The trainer will outline this procedure at the commencement of each course.
14.0 Copyright
OHSA adheres to the Copyright Act. All course materials and software are licensed or owned by OHSA.
15.0 Security
Personal property—Participants are responsible for their personal belongings. OHSA will not accept responsibility for stolen or damaged personal property.
Participant records—After your course, your records are scanned and saved in a secure cloud-based storage environment, and the original documents are placed in Shred X or other similar secure paper bins. Only staff with authority can access the cloud-based storage.
16.0 Training Delivery
OHSA can deliver:
Off-the-Job Training – In training rooms at your workplace or our training centres.
On-the-job Training – On the location designated by your company after it has been deemed suitable for assessment.
17.0 Assessment Processes
All courses will be assessed against competency standards or the assessment criteria set out for that course against the industry regulations.
Qualifications or credentials cannot be purchased, and payment for any course does not guarantee that the Participant will achieve the competencies required or receive the qualification or credential.
The assessment follows normal competency-based assessment processes. Competency-based assessments were introduced to improve the relevance and consistency of training across providers. They involve consistently applying knowledge and skills in a work environment. Therefore, the questions and activities are likely to have similarities to enable the assessor to witness the student’s ability to apply knowledge and skills consistently.
The assessment for all courses involves a theory portion (question and answer) and a practical portion. The practical may include a mix of activities, including participating in role plays, delivering presentations, responding to scenarios and case studies, practical demonstration of critical skills, or similar activities for the student to demonstrate understanding and competency.
17.1. Assessment Results
You will be assessed as Competent (C) or Not Yet Competent (NYC)
Suppose the participant receives a ‘NYC.’ In that case, they will be briefed privately about where they need to concentrate to achieve competency and given a second opportunity to undergo reassessment. This opportunity may involve repeating the course.
A participant who still cannot demonstrate competency will be counselled and advised of options. This may include further training, for which a fee may be payable.
The results of your assessments are provided where possible on the training day.
The results of your assessments are entered into our databases as a long-term record. They may also be forwarded to the employer.
Assessment records are confidential and remain the property of OHSA.
Participants have the right to see their records.
17.2 Certification and Issuing of Qualifications and Statement of Attainments
To receive any Australian Qualifications Framework (AQF) Qualification or Award (e.g., Certificate or Diploma), you must demonstrate competence in the unit or, in the case of a qualification or skills set, in every unit of that qualification or skill set.
Should you fail to complete the entire course or choose to complete a short course workshop, you will be awarded an AQF Statement of Attainment outlining only those units in which you demonstrated competence.
OHSA manages records to ensure their accuracy and integrity.
17.3. Recognition of Prior Learning (RPL)
Assessment-only pathway—Participants who believe they do not need to complete the entire course can request an assessment-only process.
The RTO supports the RPL process for participants who have undertaken appropriate studies or work experience and can provide evidence of competency.
You may apply for RPL for competencies (skills and knowledge) that you already possess.
Applications for RPL must be made in writing and supported by sufficient evidence to decide against the competencies claimed. RPL involves more than just submitting a resume and previous certificates. It involves a detailed submission demonstrating how your experience (knowledge and skills) aligns with the unit of competency requirements.
Should you wish to apply for RPL, you should speak to your Trainer, who will conduct the initial review, indicate where more evidence may be required and provide you with the RPL Application Form. Alternatively, prospective students may contact the office team to discuss the process.
17.4. Participant Complaints & Assessment Appeals Procedures
Complaint—an informal or formal expression of dissatisfaction regarding any aspect of the RTO’s conduct of services, training, trainers, assessors, or other staff, including third-party providers or contractors. Students, employers, stakeholders, and staff may make complaints.
Appeal – a request to review a decision, typically an assessment, made or assessed by our trainers and assessors. Appeals may also relate to other decisions made by the RTO.
All complaints and appeals must be dealt with constructively and timely, following principles of justice.
Steps to follow for a complaint:
Informal process:
The person making a complaint (the complainant) is to try to discuss the matter with the person/trainer in the first instance.
If this is impossible or has yet to resolve the issue, the complainant may contact the office to discuss it with our Managing Director or Administration Manager.
If the complaint is resolved informally, the issue will be logged in our complaints register for continual improvement.
Formal process:
If the issue cannot be resolved informally, the complaint is to be put in writing and emailed to our Managing Director or nominated person.
The Managing Director or nominated person will acknowledge the receipt of the complaint, follow procedural fairness principles, and investigate the issue. This will include understanding the issue further by talking to all parties involved in the problem/complaint. The complaint will be acknowledged within ten business days.
OHSA will endeavour to finalise the process within 60 days. Should it take longer than 60 days, all parties will be informed of the reasons and kept up to date.
Details of any meetings with the complainant will be recorded in writing, and the complainant will be informed.
If relevant, OHSA will assist in gaining an independent review of the findings. This may be through an external consultant or mediator. The cost of mediation will be discussed with the person making the complaint.
Once the complaint is finalised and a response is provided to the complainant, it will be added to our complaints register for continual improvement.
If the matter remains unresolved, the complainant has the right to complain to a relevant external body, including an external complaint with an appropriate body, including the Queensland Training Ombudsman.
Appeals:
Appeals can be lodged by the student to whom the assessment relates or by other stakeholders if the matter concerns other decisions.
Steps to follow in an appeal:
If the participant appeals the results of testing and assessments, the Assessor will immediately discuss the outcome to resolve the difference and reach an agreement.
If an agreement cannot be reached, the participant has the right to be assessed again by the same assessor or request that another assessor undertake the assessment.
If the appeal is unrelated to an assessment decision, the issue will be referred to the managing director or nominee informally via phone.
If an agreement still needs to be reached, an email outlining the appeal and relevant information must be forwarded to the managing director or nominee. The Managing Director or nominee must acknowledge the appeal within ten business days.
Then, the student and Director, or nominee, shall meet to discuss the appeal. Details of the meeting will be recorded in writing, and the participant will be informed of the decision or the proposed process for ongoing assessment of the decision.
OHSA will endeavour to finalise the appeal process within 60 days. Should it take longer than 60 days, all parties will be informed of the reasons and kept up to date.
If relevant, OHSA will assist in gaining an independent review of the findings. This may be through an external consultant or mediator. The person appealing will discuss the costs of mediation.
If an agreement cannot be reached, and the complainant wishes to pursue the matter, it can be taken to the Queensland Training Ombudsman or a similar agency.
Qld Training Ombudsman – https://trainingombudsman.qld.gov.au/
18.0 Records and Privacy
The information we collect from you is used only for our services, and no client information is shared with other organisations. We agree to collect, manage, use, and disclose personal information strictly by privacy legislation.
On occasion, and as required by law, OHSA may disclose the personal information of participants, staff, and clients to organisations outside OHSA, providing that such organisations are aware of the Privacy Principles and agree to comply.
The organisations to which we disclose information may include but are not limited to:
- Our professional advisers, including accounting auditors and lawyers.
- Government and regulatory authorities.
- Australian Skills Quality Authority (ASQA).
- ATO (Australian Taxation Office).
The RTO may also disclose Personal Information to comply with subpoenas, court orders and other legal processes.
The RTO also reserves the right to discuss a student’s academic progress/attendance with employers if they have paid your course fees.
You have the right to access your personal information. Participants may be required to make such requests in writing. The RTO reserves the right to charge a ‘search fee’ for locating access to your information.
The certificate issued to students is confidential. Employers may not ask the RTO to withhold the student’s certificate once the course is completed.
19.0. How to get the most out of your OHSA Training Course
- Please review the course page of our website and understand the course outline and requirements before booking and attending the course.
- Come well-rested and have breakfast or a meal before commencing.
- Come ready to learn — determined to leave outside concerns and work behind for these few hours.
- Refrain from giving people your mobile and telling them you can be contacted during the course. This is very disruptive to the whole group. You will be asked to switch off your mobile during the training.
- Allow plenty of time — plan to be 15-30 minutes early.
- Pre-read any material we send you.
- Wear appropriate loose and comfortable clothing.
- Where personal protective equipment is a requirement, participants are expected to wear it.
20.0 Our Responsibility
We welcome feedback on the handbook and aim for a thorough and robust process to suit the needs of students, employers, and the RTO. Feedback can be given by calling the office on 1300 647 200 or by emailing info@ohsa.com.au