Company Policy 2017-12-14T06:19:25+00:00

Company Policy

Equal opportunities provision

All assistance will be given to people with language, literacy and numeracy difficulties. This includes directing students/clients to the relevant government agencies for assistance. People with literacy or numeracy difficulties will be allowed extra time (where available within the timeframe allowed for the course, including extra time after hours) with the trainer on an individual basis, to aid with understanding of the content. If you feel you would have any difficulty meeting these levels please contact the trainer or the office to arrange a confidential interview with the trainer. It is the policy of Miro Training Centre to give assistance and guidance to all our clients and courses can be adapted to meet the needs of those with Language, Literacy & numeracy needs.

Refund Policy

Once training has commenced no refund is available to those who leave prior to finishing the course/competency unless the participant can provide a medical certificate or show extreme personal hardship. In this case, any paid fees may be refunded on a pro-rata basis, minus a 20% administration/material fee. However, if a student wishes to complete a course/competency in a future course, the remainder of the original fee can be credited towards that course, providing the course is within six (6) months of the original course. Should Miro Training Centre cancel a course, students/clients can transfer to another course or a refund is available for any prepaid booking fee.

Complaints

Miro training centre takes verbal complaints seriously and will do all they can to resolve issues. During the process we urge all parties to remain open, calm and behave in a non-defensive manner.
On initial receipt of a verbal complaint the trainer will listen to the participant and make a determination as to whether there is validity to the complaint. If possible, the complaint is to be resolved at this stage, without compromise to the integrity of the competency standards or Miro Training Centre. At this point, the complaint will be recorded (Form F005-1) by an employee of Miro Training Centre and copied in triplicate.
Unresolved complaints will then to be reviewed by a director of Miro Training Centre and a determination made as to the validity of the complaint. The determination will be completed within 14 days, and the participant will be notified of the result of the review with a full explanation. A copy of the results and any correspondence to the participant is to be made and filed in the student’s file. The director must include in the correspondence to the participant information that if ‘he/she is not satisfied with the result of the review a further request for review can be made to the director of Miro Training Centre who will then forward the details of the complaint to an independent person (someone not involved in the process to this stage) who will check the validity of the reasons for the decision and reply within 14 days. The complainant has the option to use an independent mediator of his/her own choice to liaise with a director from Miro Training Centre. If the complaint is of a nature to preclude the assessor from making an objective decision eg: in regards to the conduct of the Assessor/staff, then the complaint is to be immediately directed to a director of Miro Training Centre for action.

Appeals

On initial receipt of an appeal the trainer will arrange an interview with the participant and clarify the details of the appeal. During the process we urge all parties to remain open, calm and behave in a non-defensive manner. If possible, the appeal is to be resolved at this stage, giving full details of the reasons for the decision, without compromise to the integrity of the competency standard or Miro Training Centre.
An employee of Miro Training Centre is then to complete in the appropriate form (Appeal Form F006-1) recording the appeal and any preliminary results. If the appeal cannot be resolved at this time the appeal is then to be taken to a director of Miro Training Centre who will arrange for an independent panel of not less the two qualified assessors to reassess all the relevant material and make a determination as to the whether the material meets the principles of assessment. The participant may provide an independent assessor to join the panel. Any assessor involved in the original assessment cannot be involved in this panel except to answer any queries the panel might have in regards to the original decision. This must be done as soon as possible but must be completed within 14 days of receipt of the complaint/appeal. The participant will then be notified of the result of the appeal and a full explanation of the reasons for the decision is to be made.