Student Handbook

Access and equity code of practice

Gateways’ access and equity code of practice

• Gateways is firmly committed to achieving best practice in the provision of vocational education and training.
• Gateways acknowledges that this is dependent upon non-discriminatory access to services and educational outcomes.
• By providing accessible and equitable vocational education and training, all who wish to enrol in Gateways programs of study will be encouraged to develop knowledge and skills to enhance life and educational opportunities.
• Gateways recognises that particular groups of people in society have experienced, and continue to experience, disadvantage and unequal educational outcomes.
• Target groups include women, aboriginal Australians and Torres Strait Islanders, people of non-English speaking backgrounds, people with disabilities, the long term unemployed and the rurally isolated.
• This Code of Practice aims, therefore, to assist Gateways to achieve best practice by promoting and delivering education and training to the highest standards of integrity and equal opportunity.
• This Code of Practice also provides a framework for strategies, which are aimed at ensuring non-discriminatory practices and procedures for grievance resolution.
• Gateways’ unreserved commitment to the principle of access and equity in vocational education and training gives practical expression to the Australian National Training Authority’s goal of improving the knowledge, skills, and quality of life for all students, while having regard to the particular needs of target groups.
• In keeping with this commitment Gateways will strive to ensure that:
  
  • Programs and services are relevant, accessible, fair and inclusive by promoting its programs and services in a manner which includes and reflects the diverse client population.
  • All prospective students are informed of the options available to meet their individual training and education needs;
  • The participation of target groups is maximised by providing culturally inclusive literacy and numeracy training which meets individual needs;
  • Practices, assumptions and behaviours, which may contribute to disadvantage, are eliminated.

Legislative obligations

Gateways’ Access and Equity Code of Practice also acknowledges its legal obligations under State and Federal equal opportunity law, and the Occupational Health, Safety and Welfare Act, 1986, to ensure that our working and teaching practices are fair and equitable, and that our working and learning environments are non-discriminatory.

The Equal Opportunity Act 1984 (SA), the Racial Discrimination Act 1975 (Cwlth), the Sex Discrimination Act 1984 (Cwlth), and the Disability Discrimination Act 1992 (Cwlth), make discrimination and harassment in the provision of goods and services, of education, and of employment unlawful.

The Equal Opportunity Act makes it unlawful for anyone to be treated unfairly or discriminated against on the grounds of sex, sexuality, race, physical or intellectual impairment, or age.

Equal Opportunity law also makes lawful the establishment of special processes, measures or schemes, for the benefit of employees or students from equity-targeted groups, which are designed to redress past disadvantages.

The Occupational Health, Safety and Welfare Act 1986, also requires that all employees and students be provided with a safe and healthy working and learning environment - this means a working and learning environment free from discrimination and/or harassment, and a detailed and accessible procedure for complaint resolution relating to access and equity issues.

Staff roles and responsibilities

The Chief Executive Officer, directors, managers, and teaching and assessing staff, are responsible for fostering the implementation of access and equity best practice, adhering to the Access and Equity Code of Practice, and complying with all relevant laws.

All staff are responsible for ensuring that they understand and implement the Access and Equity Code of Practice and that they behave in a courteous, sensitive and non-discriminatory manner when dealing with other staff, with students, and with clients.

Access and equity complaint resolution procedures follow the general company complaint and grievance resolution procedure set out in the Policies and Procedures Manual.

Procedure for identifying access and equity target groups

Gateways requests information about students’ ethnic backgrounds and about special needs, via the enrolment form, in order to assist staff to provide opportunities to students from the target groups. The provision of this information is strictly voluntary.

GATEWAYS’ COMMITMENT TO QUALITY IMPROVEMENT STRATEGIES TO ADDRESS ACCESS AND EQUITY FOR TARGET GROUPS

As stated in Gateways’ Code of Practice, Gateways is committed to quality improvement strategies which address access and equity issues for target groups. Students and other interested community members are always welcome to give feedback and to make suggestions to Gateways concerning these matters.

Gateways holds an annual review of access and equity issues to examine feedback and performance in the access and equity area, and to develop and/or revise strategies to extend further opportunities to members of the target groups.

Assessment practices

Gateways develops assessment tasks for each course or module, and students are informed well in advance of the due dates of the requirements of each assessment task. Grades or marks are given for assessment tasks, as well as qualitative feedback to help improve performance where applicable.

Students must pass each assessment task with a mark of 50% or above to complete the requirement of that task. Students must pass each course or module with an overall assessment mark of 50% to achieve satisfactory completion of the course or module in which they enrolled.

Assessment tasks are designed to enable a student to demonstrate competency in the area being studied. Examples of assessment tasks include the following:

• Observation of performance online
• Questioning (oral/written)
• Samples of work (such as a logbook, journal, portfolio)
• Project work
• Group work or task
• Written tests
• Role play
• Simulation

Students are invited to provide feedback about the conduct and results of the assessment tasks in each program of study. Assessment tasks are regularly reviewed and modified as appropriate.

Flexible learning and assessment procedures

Gateways provides flexible learning and assessment procedures. If problems arise in teaching or assessment, a problem resolution and appeals procedure is in place (see Complaints, grievances, and appeals procedure).

Procedure for identifying individual learning needs and accommodating special needs and students from target groups:

Students are encouraged to identify to their tutors any special needs which may affect their studies with Gateways. Tutors are able to adapt online materials, exercises, and assessment tasks if appropriate to assist students to learn more effectively.

It is best if students identify their needs early in a study program – this helps the tutor plan for a different arrangement in the learning process. Remember, we can’t help if we don’t know! Communications about special needs will be kept confidential to those staff who need to know in order to help.

Language, literacy and numeracy assessment

Language and literacy assessment are provided through the completion of Gateways’ Language Placement Test. Students are given feedback about their levels of English language knowledge and skills. If within certain programs of study, numerical skills are required, numeracy assessment will be arranged. Students seeking additional assistance with language, literacy and numeracy assessment should contact their tutors.

Complaints, grievances and appeals procedures

GATEWAYS COMPLAINTS, GRIEVANCES AND APPEALS POLICY
AND PROCEDURE

In this document, the word “complaint” is used to mean a concern or disagreement about some aspect of a course, program, or service provided by English Gateways International (Gateways). The word “grievance” as it applies to students is used to mean a concern or disagreement which involves another person, such as a tutor, assessor, or another Gateways staff member. An “appeal” is used to refer to a request by a student or other client to have the resolution of a complaint or grievance reviewed and reconsidered.

Policy

• All prospective students will be provided with a copy of the Complaints, Grievances and Appeals Policy and Procedure document via the website and/or in a printed version of the Students’ Handbook.
• All complaints, grievances, and appeals will be handled professionally and confidentially in order to achieve a satisfactory resolution.
• All parties will have a clear understanding of the steps involved in the complaints, grievances and appeals procedure.
• Students will be provided with details of external authorities they may approach if required.
• All complaints, grievances and appeals will be managed fairly and equitably and as efficiently as possible.
• Gateways will resolve any complaints or grievances fairly and equitably and will initiate resolution procedures within five (5) working days of receipt of the complaint or grievance.

Students may raise any matters of concern relating to training delivery and assessment, the quality of the teaching, student amenities, discrimination, sexual harassment and any other issues which may arise. The policy provides an avenue for most complaints and grievances to be addressed.

However, in some cases alternative measures may need to be explored, and this will be done. Gateways will encourage the parties in a complaint or grievance to approach the problem with an open view and to attempt to resolve problems through discussion and conciliation.
Where a complaint or grievance cannot be resolved through discussion and conciliation, we acknowledge the need for an appropriate external and independent agent to mediate between the parties.

The procedures

The complaints, grievances and appeals procedure relating to the delivery of programs of study, of training, and/or of assessment involves the student initiating the following:

• Discussion with the relevant teacher/trainer or staff member about the complaint or grievance.
• If it is unable to be resolved by such discussion, the complaint or grievance can be taken to the Manager Student Administration. [If the Manager Student Administration is a party to the complaint or grievance, then the concern may be taken to the Chief Executive Officer.] The Manager Student Administration will:
  • Assign a staff member to the responsibility of managing this complaint or grievance.
  • If a complaint or grievance is associated with assessment results, the staff member, in consultation with the assessor/trainer, reviews the initial assessment and/or identifies alternative assessment methods, and notifies the student accordingly.
  • If the complaint or grievance is associated with other matters, the staff member will obtain further information, hold discussions as appropriate, and will reach a resolution to the matter, as well as providing a written statement of the resolution to all parties to the complaint or grievance.
• If it is unable to be resolved at this level, the complaint or grievance can then be referred to the Chief Executive Officer. [Or, if this has already happened, and a satisfactory resolution has not been obtained, then the matter will be referred to an independent person.]
• All steps, correspondence and outcomes of the receipt and resolution of a complaint or grievance must be recorded in the Gateways Complaints, Grievances and Appeals Register. Specifically, the following must be recorded:
  • Submission date of complaint or grievance
  • Nature of complaint or grievance
  • Date/s when cause of complaint or grievance occurred
  • Attachments (if applicable)
  • Determined Resolution
  • Date of Resolution
  • If the complaint or grievance has been conveyed by a student or organisation to the Office of Training and Tertiary Education (OTTE), the responsible staff member is to fairly and equitably resolve the complaint within 5 working days.

Appeals procedures

If the complaint or grievance cannot be resolved internally, and/or, the individual bringing the complaint or grievance wishes to appeal the resolution attained internally, Gateways will refer the matter for independent mediation. All appeals are requested to be submitted in writing. The appeal process must be set in motion within 5 working days of receipt of request for an appeal.

• The Chief Executive Officer will assign a different staff member, other than the staff member who handled the original complaint or grievance, to manage the process of the appeal.
• If the appeal is in respect of an assessment, the staff member arranges for a reassessment to occur within a reasonable time-frame by an independent third party assessor, and enables the appellant to formally present his/her case. This is designed to ensure fairness and consistency and underpins the continuous improvement process.
• If the appeal is to dispute the outcome of a complaint or grievance, other than an assessment, the staff member consults with the CEO, and the appeal will be scheduled to be heard by an independent person or panel, inviting the appellant to formally present his/her case
• Upon a decision being made, the staff member arranges for the appellant to be provided with a written statement of the appeal outcomes, including reasons for the decision. All decisions are to be documented by the staff member in the Complaints, Grievances and Appeals Register.

Compliance with legislative requirements:

Gateways complies with relevant State or Territory laws including Commonwealth or State/Territory legislation on:

• occupational health and safety
• workplace harassment, victimisation and bullying
• anti-discrimination, including equal opportunity, racial vilification, and disability discrimination
• vocational education and training
• apprenticeships and traineeships

The Manager Student Administration is happy to provide students with details of any of this legislation and discuss with them how it may affect their studies. If students have any concerns about legislative matters, please contact Gateways (see our website for address details).

Study Program information, including content and vocational outcomes

Study Program content and vocational outcomes:

The specific content of each Gateways study program is described in the introduction to the study program online study materials, but students may also request to receive a content outline in advance of enrolling. While completion of Gateways courses or modules does not lead directly to a specific vocation, students who complete Gateways courses or modules should find themselves better prepared to succeed at university-level studies. Students’ skills in the English language and academic study practices are likely to help them in whatever vocation they select.

Study Program delivery and assessment procedures:

Gateways study programs are delivered online using WebCT software. Assessment occurs online within the WebCT delivery system, and grades are returned to students online.

Study Program information - upon completion of a course or a module:

Students who complete the requirements of a Gateways course or module will receive a Statement of Completion certifying their accomplishment. The Statement of Completion may be used to document prior learning if a student is seeking Recognition of Prior Learning for a future qualification.

Disciplinary procedures:

In the event that a student conducts himself or herself in Gateways programs of study in a manner which causes harm to others or which abridges the ethical practices of scholarly work, such as plagiarism, Gateways may bring disciplinary procedures into effect. These procedures follow the general format of the Complaints, grievances, and appeals procedure. Students involved in disciplinary procedures will always be given the opportunity to present their views of the matter involved, and every attempt will be made to secure a fair and reasonable solution.

Australian Qualification Framework accredited course, Certificate IV in English for Academic Purposes

Gateways is a Registered Training Organisation and thereby is able to offer the AQF accredited course, Certificate IV in English for Academic Purposes.

AQF accredited course: Distinction between the AQF accredited courses and other Gateways courses not part of the AQF accredited qualification

Information forthcoming

AQF accredited course: Statements of Attainment and Statements of Completion

Information forthcoming

AQF accredited course: Accredited course and qualification titles and codes

Information forthcoming

Registered Training Organisation (RTO) provider number

Pending – to be provided when received.

Fees and charges, including refund policy

GATEWAYS FEES, CHARGES AND REFUND POLICY

This policy for fees, charges and refunds applies to Gateways courses offered online and on-site.

Fees and Charges

• Where organised groups of students participate in Gateways programs of study, tuition fees are arranged with individual institutions sponsoring the groups. Fees for individual students enrolling online are available on the Gateways website.
• The only costs for Gateways study programs offered online are tuition fees. While the purchase of some books and other reference material may be recommended and may help students in their studies, the only required cost for the online program is the tuition fee. Some additional charges may be required of students studying at a Gateways centre, such as books and materials fees, and living costs. Prospective students wishing to study at a Gateways centre will be provided in advance with a written statement of all fees and charges.
• All tuition fees must be paid in advance of students commencing the programs of study.
• All students paying tuition fees for the study programs offered by Gateways will have all such fees deposited in an established Trust Account. The Trust Account will be administered by the Finance Manager of Gateways in accordance with all legal and regulatory requirements.

Refunds (text taken from Terms of Use)

1. In the unlikely event that a program of study is cancelled by Gateways prior to commencement, Gateways offers a complete refund within two weeks of the cancellation.
2. If a program of study is cancelled by Gateways after commencement, Gateways offers a refund calculated according to the undelivered portion of the study program.
3. If Gateways does not accept your enrolment, Gateways will within two weeks of such a determination offer a full refund of your study program fees, less an administrative fee of $A100 (100 Australian dollars) which will be retained by Gateways.
4. No refund will be given after students have logged in to the Getting Started with Gateways Course.
5. You may request that any dispute which cannot be resolved by discussion between you and Gateways be resolved at a mediation conducted by an independent mediator whose fees are to be paid equally by yourself and Gateways.
6. The Terms of Use do not remove your right to take further action under Australian consumer protection law.
7. Applications must be made in writing.

Privacy policy

(Detailed information about our privacy policy is available from the Terms of Use on our website)

Gateways is committed to protecting the privacy of its students as far as possible. We do not rent, sell, trade or otherwise share your name or personal details with any other organisation, except in the case of a university or other education provider in which you are, or in which you intend to enrol, and in this case, only if you have given Gateways your permission to communicate records with the university or other education provider in question.

Gateways may be required by law to provide general information about student enrolments to government bodies, and may be required to provide access to student records to government authorised auditors. In such cases, student records will be kept confidential and will be used only for statistical reporting purposes, or as otherwise required, by law.

We strive to maintain strict security of our student records system through up-to-date software and technical knowledge. Student records are securely maintained and will be archived for a period of thirty years.

Quality assurance and improvement procedures

Gateways is committed to high quality service to its students and clients, to the professional development of its staff, and to the advancement of the field of higher education. To these ends, Gateways will regularly collect and analyse feedback from its stakeholders, primarily students and institutional clients, and will use the feedback to improve its programs and services. As well, a continuous improvement process is in place to assure that all Gateways staff are attentive to opportunities to improve service to Gateways’ students, clients, and the public. Regular professional development and staff training are provided to assist in this process.

Quality assurance principles:

• All students should have the opportunity to give feedback for every course.
• Students should have the opportunity to give feedback in a confidential manner, and as far as possible, anonymously if desired. Feedback is invited from students and others at any time. Please contact your tutor, or the Manager Student Administration, by email at gateways@englishgateways.com, or by letter addressed to PO Box 467 Daylesford Victoria, Australia 3460.

Credit transfer, recognition of prior learning (RPL) and exemptions

Recognition of other Australian Qualification Framework qualifications, including how to apply for credit transfer

Gateways recognises Australian Qualification Framework qualifications and Statements of Attainments awarded by other Registered Training Organisations. If you have received Statements of Attainment for courses, units, or modules in the AQF Qualification, Certificate IV in English for Academic Purposes, you may submit evidence of your attainment for the purpose of credit towards that Certificate in your studies with Gateways.

Please contact the Manager Student Administration for further information about receiving credit or recognition of other AQF qualifications or Statements of Attainment you have gained elsewhere, and/or please consult the document, Studying with Gateways for the AQF Certificate IV in English for Academic Purposes.

Arrangements for the recognition of prior learning

The procedure to assess students for Recognition of Prior Learning (RPL) or Recognition of Current Competence (RCC) involves a detailed assessment of both the students’ qualifications and skills.

Students should apply only if they are confident that they already possess the knowledge and skills which are outlined in the course or module content, as the application and its assessment place time demands on both students and assessors.

A student may be given RPL for one element of competency or topic of learning, for more than one element of competency, for a range of competencies which comprises a unit or a section of a module or a course, or the entire module, or the entire course, if appropriate.

The procedure a student must follow to be considered for RPL or RCC:

• Applicant enquires about the course content
  If the student feels that she or he may be eligible for RPL or RCC, she or he must inform the Study Program Coordinator prior to the commencement of the course or module to be studied. This should allow sufficient time for the necessary documentation to be sent to an Assessor and for a decision to be made before the course or module starts.
  Students must be assessed for RPL or RCC before they commence a program of study. Once students have commenced a study program, provisions for exemption will not be considered, except in unusual circumstances.
• Applicant fills out the required documentation
  This includes completion of any forms and questionnaires which may assist the Assessor in ascertaining the individual’s knowledge and skills in the area. The applicant may also be required to produce evidence of RPL or RCC (including Certificates, Work Reports, or References) which will be sent together with the application.
• Application is assessed
  The Assessor will base her or his judgement of granting exemptions on two factors:
  1. Demonstrated Knowledge by way of questionnaires, checklists, short answer questions, or other written assessments.
  2. Demonstrated Practical Skills through practical skills exercises on or off the job, based on the element of competency or the topic.

The applicant may not be required to satisfy both of these factors to be granted recognition of prior learning, but there is a strong possibility that both the knowledge and skills may need to be assessed. Therefore, the applicant may need to undertake some preparation for the practical exercises.

• Applicant notified of result
  As far as possible, students will be notified of the result of their applications before the course or module, for which RPL or RCC has been applied, commences. Therefore, if recognition of prior learning is not granted, students may still attend the course or module or undertake the instruction in the relevant topic area.

Other options such as re-assessment or re-application should be discussed at this stage. If students have any queries regarding this procedure, please contact the Study Program Coordinator, or the Manager Student Administration.

Student records

Student records, such as course enrolment details, personal information (name, address, email address, native language, country of origin, ethnic background, special needs, and so forth), grades, attendance records, issuance of certificates, and payment details are kept confidential to Gateways’ administrative staff in the Gateways Student Record System.

Student access to their personal records

Students may have access to the contents of their personal records and may receive a transcript of the records of courses taken, grades received, and completion attained. Requests for access to student records and for transcripts will be processed and the information provided within five working days of the request. Requests should be made to the Manager, Student Administration.

Student consent forms for disclosure of information

In instances where the content of student records is to be disclosed to a third party, a signed student consent form must be on file in order for the information to be disclosed. Students will be informed of the intended uses of information about their studies with Gateways.

Student selection, enrolment and orientation procedures

Where a tertiary institution arranges for students to participate in Gateways courses or modules, students are selected on the basis of their admission to that institution.

Where individual students seek to take Gateways courses independently (by enrolling on the internet or by using the hardcopy enrolment form), they are selected on the basis of their interest in the courses or modules selected and on their demonstrated ability to meet the language level of each study program. The language level is assessed when students take the Gateways Language Placement Test on line.

For independent students, enrolment occurs online via a secure portal. It can also occur in writing when the students fill out the hardcopy enrolment form and either fax or mail to Gateways. For students already studying at an institution, institutional enrolment occurs through an agreed partnership arrangement between the given institution and Gateways.

Student support

Gateways tutors are able to assist students with questions about academic matters, and will strive to provide support to students as requested. Students may also consult with Gateways’ Student Counsellors, who can assist with a range of matters, whether academic, personal, social, or vocational.

Staff contact

You are welcome to contact staff at any time about any aspects of your studies with Gateways.

Student feedback to Gateways

Feedback is always welcomed. See our Quality assurance and improvement procedures in this handbook.

Welfare and guidance services

Gateways’ student counsellors can assist enrolled students with welfare and guidance questions. Please feel free to contact a student counsellor. Guidance provided through student counsellors is private and confidential. A link to student counsellors is provided within the WebCT navigation tools page.

Student Orientation

Detailed information about how Gateways programs of study work, plus instructions to new students about how to begin studying their courses or modules is provided in our online introductory course Getting Started with Gateways.

Terms of Use

Gateways’ Terms of Use, provided on the English Gateways website, constitutes the legal contract between Gateways and students. All students are asked to read the Terms of Use, which covers the following topics:

Reservation of Rights
Copyright
Payments, Security and Refund Policies
Your Representations and Responsibilities
Your Participation and Conduct
Termination
Privacy Policy
Disclaimers and Indemnity
Miscellaneous.