Registration and audit customer service standards
Version No.4
16 November 2007
PDF 111kb
The Training Quality unit within the Department of Education, Training and the Arts is responsible for the registration and regulation of training organisations in Queensland, in accordance with the Vocational Education, Training and Employment Act 2000 and the Australian Quality Training Framework. The unit fosters and promotes a culture of continuous improvement through the facilitation of professional development workshops, industry specific training kits and the provision of meaningful feedback throughout the audit cycle. Training Quality is committed to providing the highest level of service and responsiveness to its customers.
The customer service standards outlined below detail the level of service you can expect when dealing with Training Quality. Our staff are encouraged to exceed customer expectations, be innovative and continually improve the way in which we deliver our services. We will review these service standards regularly to strive to improve the client service standards for our customers.
Contact with our customers
Initial registration
Renewal of registration
Extension to scope
Transition from superseded training package qualifications
Interstate operations
Conducting audits
Audit required
No audit required
Contact with our customers
Training Quality will:
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ensure that our telephones are staffed between 8.30am and 5.00pm, Monday to Friday
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provide telephone, fax numbers and email addresses for all key customer contacts
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respond to general telephone and email enquiries within two working days
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respond to complex enquiries within ten working days
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update changes to your details on the national register within two days of receiving notification from you
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give clear reasons for any decisions we make affecting you and your business
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publish policies and procedures on our website
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advise your organisation of changes to our policies and procedures promptly by email or written communication
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ensure all processes are conducted according to the principles of natural justice and procedural fairness.
Initial registration
Training Quality will:
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provide you with information on how to apply for initial registration
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provide written or verbal advice if your application is incomplete
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acknowledge receipt of your application within five working days
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negotiate a mutually convenient date for the audit with your organisation where a site audit is required
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advise your organisation of arrangements where a desk audit is required
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audit and finalise applications for initial registration within four weeks from the date of audit
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inform you of the status of your application as it progresses through the stages of registration.
(Please note that the timeframe for finalisation of an application generally varies depending on the rectification action required to address non-compliances.)
Renewal of registration
Training Quality will:
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notify you six months before your organisation is due for renewal of registration
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negotiate a mutually convenient date for the audit with your organisation where a site audit is required
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advise your organisation or arrangements where a desk audit is required
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finalise an application for renewal of registration within four weeks from the date of audit
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update the National Training Information Service with your registration details within two days of the application being approved.
(Please note that the timeframe for finalisation of an application generally varies depending on the rectification action required to address non-compliances.)
Amendment to scope
Training Quality will:
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acknowledge receipt of your application within five working days
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negotiate a mutually convenient date for the audit with your organisation where a site audit is required
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advise your organisation of arrangements where a desk audit is required
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inform you of the status of your application as it progresses through the stages of registration
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finalise applications for extension to scope within three weeks from the date of audit
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finalise applications for extension to scope which do not require an audit within two weeks
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update the National Training Information Service with your registration details within two working days of the application being approved.
(Please note that the timeframe for finalisation of an application generally varies depending on the rectification action required to address non-compliances.)
Transition from superseded training package qualifications
Training Quality will:
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provide your organisation with written advice regarding the endorsement and release of training packages prior to the cessation of the transition period for the qualifications
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notify you if you are not maintaining a current and up-to-date scope of registration. (NB: It is an RTO's responsibility to maintain a current scope of registration.
Interstate operations
Training Quality will:
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update the National Training Information Service within two working days of receipt of your notification of interstate delivery.
Conducting audits
In line with the provisions in the AQTF Standards for registered training organisations and the Vocational Education, Training and Employment Act 2000, Training Quality will undertake a risk assessment of the RTO based on the National Risk Management Guideline. The guideline requires the RTO to be risk rated. The risk rating is based on RTO performance and will determine whether an audit is to be conducted. Supplementary indicators will inform the scope of the audit activity. Where a site audit is indicated Training Quality will:
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provide you with a notice of audit setting out:
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the date for the audit
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names of the audit team including any technical advisor or observer attending
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the scope of the audit
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the evaluation process, including the audit methodology and multi-site sampling procedures if applicable
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assess your organisation's compliance with the AQTF Essential Standards for Registration
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use the AQTF evidence guide as the basis for appropriate evidence of compliance
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provide an opportunity for you to comment on the audit process
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provide you with a written report on the findings of the audit within five working days or provide you with advice if this timeframe is not achieved
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give you two weeks from the date of receipt of the audit table to respond to any non-compliances
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review rectification documentation and finalise the audit report within four weeks of receiving a satisfactory response from you to non-compliances or provide you with advice if this timeframe will not be achieved
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give you clear reasons and notice of our decisions and explain the appeal processes to you.
Audit required
Listed below are the stages your application will progress through when an audit is required:
Stage 1: Processing, risk assessment and scheduling an audit
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When your application is received it is initially reviewed for correctness of details, attachments and payment of fees.
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When all application documentation is received and correct, your application will progress to risk assessment where it will be recommended for audit or approved without an audit.
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Your application will be scheduled for an audit at the earliest possible date.
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An auditor from Training Quality will contact you to confirm an audit date and discuss arrangements for the audit.
Stage 2: Audit of your application
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The auditor will conduct the audit in consultation with a technical adviser. The audit may be either as a site visit at your premises or via a desk audit.
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Following the audit, the auditor will advise you of issues identified and provide an audit table identifying any non-compliances. Your organisation will then be required to provide additional information or documentation in response to the non-compliances.
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When all non-compliances are rectified, the final audit report will be prepared in consultation with advice received from the technical advisor.
Stage 3: Approval of your application
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Once your application has been approved, your organisation will receive a letter advising of the approval of the application.
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Details of the qualifications and courses approved are then recorded on the National Training Information Service and can be viewed by your organisation 24 hours after the approval of your application.
No audit required
Some applications are approved without an audit activity. This results from the risk assessment conducted on each application.
Listed below are the stages your application will progress through when an audit is not required.
Stage 1: Processing and risk assessment
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When your application is received by the Training Quality, it is reviewed to ensure that all details are correct and that supporting documentation and the application fee have been included.
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When correct, your application will progress to risk assessment for a detailed evaluation and recommendation for approval without audit activity.
Stage 2: Application approval
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Once the application is approved, your organisation will receive a letter advising of the approval of the application.
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Details of the qualifications and courses approved are then recorded on the National Training Information Service and can be viewed by your organisation 24 hours after the approval of your application.
Contact Apprenticeships info 1800 210 210 or Training Queensland 1300 369 935
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