CODE OF PRACTICE
Front-Line Training Consultancy Ltd (FLTC) has been an NZQA Registered and Accredited Private Training Provider since 1993 and has holds a Category 1 status.
Enrolment
To enrol refer to our online booking system www.front-line.co.nz .
Course dates, content and prices are available on the website.
General Guidelines
- Communicate if you are unable to attend
- Attendance is compulsory in order to achieve the outcome
- Attendees enrolments must be completed in full and approved before commencement
- All material and resources will be supplied unless otherwise stated
- Please ask if you have any questions
Entry Criteria
Corporate courses generally have open entry, some criteria may apply on industry specific programmes.
Assessments
Assessment requirements may vary. It is important to be aware of assessment dates. The assessment process will be explained.
You will be asked to sign a “Client Declaration” statement prior to each assessment being undertaken. This is your guarantee to us that all the work you are submitting is your own.
Resits - In a situation where you have not achieved competency in all sections of a unit standard assessment, you will be given two resit opportunities to meet the required standard in each of the outcome and evidence requirements.
To qualify for a resit, you must have made a serious attempt to answer each question on your first attempt. If you would like to be considered for reassessment, firstly approach your Tutor and request a resit or alternatively your Tutor may suggest a resit.
If reassessment is deemed not to be appropriate – that is, you did not achieve a significant proportion of the assessment on your first attempt; your Tutor may suggest you undertake further learning before re-attempting the assessment.
If you have already achieved a unit standard you are not required to resit the assessment however, due to the programme format you will be required to complete all material. If there has been a version change you will be required to resit the assessment.
The opportunity for resits are available within the academic calendar year (01/01/XX-31/12-XX). Giving it meets the 3 months reporting requirement. In other words, you have 3 months from the initial assessment submission.
Feedback - You will be shown your marked script and will have the opportunity to discuss the results with your Tutor.
Return of Scripts
We hold marked assessments/scripts until March of the year following your year of study. If you would like to uplift your scripts at this time, please inform us during the time you are studying with us. After that time the papers are destroyed. A small selection of assessments will be kept for an extra year to meet NZQA consistency review requirements.
Appeal Procedure
If you wish to appeal an assessment marking decision, discuss the matter with your appointed staff member. In the event you are not satisfied with the outcome; put your concerns in writing to the Manager within five working days. If substantiated your concern will go through a management review process.
Recognition of Prior Learning (RPL) and Credit Recognition Transfer (CRT)
FLTC promotes the concept of evaluating prior learning and recognising current competence. If you feel you have appropriate experience and
wish to be assessed, please ask your tutor for further information. You will be asked to provide evidence in a range of different forms. Credit is awarded for demonstrated competence achieved through life or work experience.
Complaints Procedure
Any client wishing to lodge a complaint should do so in the first instance to the person with whom the concern has been generated. If the concern is not satisfactorily resolved, then the complaint should then be put in writing and delivered to the Manager within five working days. The client will be given the opportunity to speak about the complaint as will the other person/s concerned. The Manager will be empowered to rule on the complaint and will seek to resolve the issue if a solution cannot be negotiated and agreed.
Where either party to the dispute is not satisfied with any such ruling, they may, within seven days of notification of the ruling, advise the Manager that they wish to have the complaint reheard by an independent arbitrator. Both parties concerned must mutually agree to this person. Note: in the event the Manager is unavailable to deal with complaints, authority will be transferred to the Chief Executive Officer.
If your complaint remains unresolved, you are able to contact the New Zealand Qualifications Authority in Wellington (04) 802 3000 for further support.
Visit their website www.nzqa.govt.nz for more information.
http://www.nzqa.govt.nz/about-us/make-a-complaint/make-a-complaint-about-a-provider/ for a Complaints Kit.
Declaration of Information
It is the client’s responsibility to declare at enrolment all information regarding
- Criminal history
- Disabilities
- Illnesses
- Learning assistance, you have received, for example reader/writers
- Learning barriers
This will not affect your enrolment; however, it will enable FLTC to assist/support you during the programme you wish to attend.
Privacy Act
The Privacy Act 2020 states how personal information about you is collected and used. The Tertiary Education Commission and the Ministry of Education gather information about learners to ensure they can contract appropriate training programmes. This information is collected on the enrolment form that you will complete.
By signing the enrolment form, you also allow us to share this information with other Training Providers, Work and Income, New Zealand Qualifications Authority, your employer, if they are funding your attendance. You also allow us to collect information about you, from them.
We need to do this to ensure:
- You meet the entry criteria for the programme
- We can keep accurate records of your progress on your programme
- We can check what credits you have already earned on the National Qualifications Framework
You have the right to view any information held and can ask for it to be changed if it is not correct.
More details about your right to see and change information about you are in Principles 6 and 7 and Parts IV and V of the Privacy Act. If you think that these or any other rules in the Privacy Act have been breached, speak to the Manager.
Pastoral Care
Pastoral care is a requirement of all training establishments. Appropriate processes and procedures have been implemented and followed to ensure all attendees are:
- in a safe supportive learning environment
- given assistance to meet their basic needs
- guided with physical and mental health support
- supported to progress and increase personal development goals
- in an inclusive learning environment
- and, have opportunity to be heard
Security Surveillance
Front-Line will be installing a CCTV system during 2021. The purpose of having this is to detect unwanted behaviours, identify wrong doers, monitor attendee’s compliance to rules and regulations, protect property and ensure our environment is safe for us all. Images are recorded and stored using a secure system that Senior Management can access and view. Privacy legislation will complied with at all times and will be our priority. Individuals can access CCTV images of yourself, giving that others privacy is 100% protected. Image recordings are kept for a limited period.
Training Schemes
Front-Line guidelines and support mechanisms are universal across all our learners and clients. Training Scheme clients should read the following information in particular:
Assessments | Return of scripts |
Appeal procedures | Terms of Trade |
Recognition of prior learning and current Competence | Cancellations and refunds |
Training Schemes generally have open entry provision. There may be some programmes designed for specific industries where legislative requirements associated with that industry do not support some people (usually because of age) becoming fully qualified. If you wish to apply for one of these programmes it will be explained to you during a pre-enrolment conversation.
Training Schemes are short courses and are delivered either face-to-face or via distance learning. The content of these courses is very specific and is represented in the title for example: Licence Controller Qualification.
All assessments are written in line with the requirements of the NZQA unit standards being offered. Assessments may be offered in on-line or written formats.
On enrolling in a programme, you will be emailed an acceptance letter and link to our Code of Practice document. Prices are available for all programmes on Front-Line’s website www.front-line.co.nz – follow the menu and factsheet buttons.
Cancellations and Refunds
For any course under the value of $500 no refund will be given if cancelled within 5 days of the course start date. Substitute attendees are welcome.
When any programme or seminar is cancelled by FLTC a FULL REFUND of fees is made automatically.
Terms of Trade
All invoices are payable within 14 days of the date of issue unless by prior arrangement and agreement with the Manager or CEO.
Surveys
It is important for us to know about your experience at FLTC and how satisfied our clients are. During your enrolment you will be asked to complete satisfaction surveys.
Withdrawals
For short courses formal withdrawal documentation will not be forwarded. However, in your acceptance letter an accurate final date will be included.
Documentation
You must provide evidence of citizenship or permanent residency. To do so you must produce one of the following:
Birth certificate with place of birth stated as New Zealand, Cook Islands, Tokelau, or Niue. A New Zealand Passport. A certificate of identity. A statement of Whakapapa, including date of birth, countersigned by a Kaumatua. A New Zealand certificate of citizenship. Overseas passport with residency stamp.
A citizen of New Zealand (including attendees from the Cook Islands, Tokelau, or Niue who have New Zealand citizenship) or a permanent resident of New Zealand or a citizen or permanent resident of Australia residing in New Zealand.
Please note that your name, date of birth and residency as entered on this enrolment form will be included in the National Student Index and will be used in Authorised Information Matching programmes with official government information such as the New Zealand Birth Register, to verify the information provided.
