EOE is committed to high standards in the delivery of Education and Training and other Trainee services.
EOE will comply with all legislative requirements of State and Federal Government, in particular Work Place Health and Safety, Workplace Relations,
Anti Discrimination and Equal Opportunity.
Quality Management Focus
EOE has a commitment to providing a quality service and a focus on continuous improvement. We value feedback from tutors,
industry representatives and our studnets.
Training and Assessment Standards
EOE has personnel with appropriate qualifications and experience to deliver the training and facilitate the assessment relevant to the training
products offered. Assessment will meet the National Assessment Principles including Recognition of Prior Learning (RPL). Adequate training
materials will be utilised to ensure the learning outcomes of the training product can be achieved. Appeals procedures are in place for
Trainees who are not satisfied with the assessment or training.
Certain units available for study on this website have different requirements across the different states and territories of Australia. The different state and territory requirements are listed for each unit of study throughout this website in several accessible areas. It is a requirement that all students read these state requirements before starting a unit of study to ensure that they are fully aware of their state or territories’ requirements.
Refunds are not valid once a student agrees to and understands their state and territory requirements. Please see the relevant state requirements section for each unit of study for more information.
Please note: Students residing in the state of New South Wales and completing the unit "SITXFSA002 - Participate in safe food handling procedures" will have
their Name and Student ID passed on to the NSW food Authority. This is done for the sole reason of being able to provide you with the NSW Food Authority Food
Safety Supervisors Certificate.
Proof of Identity
All students will need to enrol with EOE and the student will need to acknowledge that they are the person who has enrolled. Each student will need to enrol with their own unique e-mail address. No two students can enrol with the same email address and each unique student will be emailed (to their unique email address) a unique Student ID Number. This unique number is not to be used by any other person other than the student it is given to. The student acknowledges that they are the person attending the online unit and completing the assessments. The student who completes the assessment will be presented with a Statement of Attainment for the unit they attended. Failure to abide by this ruling will be considered fraud and the student will not be presented with their Statement of Attainment.
Course/Training Product Information
EOE provides accurate, relevant and up-to-date course information for Trainees prior to commencement. This includes:
- Client selection, enrolment and induction/orientation procedures;
- Course information, including content and vocational outcomes;
- Fees and charges, including refund policy and exemptions (where applicable);
- Client support, including any external support the organisation has arranged for clients;
- Flexible learning and assessment procedures;
- Appeals, complaints and grievance procedures;
- Disciplinary procedures;
- Staff responsibilities for access and equity; and
- Recognition of Prior Learning (RPL) arrangements.
INTRODUCTION TO POLICIES
This Policy and Procedures Information for Trainees does not stand alone.
Trainees should also refer to specific information provided about Courses. This may include:
- Outlines of course content or competencies
- Specific payment and refund policies relating to individual units
- Course outcomes - for example, with respect to possible employment outcomes
- Above all, we hope that your training experience with us is rewarding and fulfilling - everything you were hoping for plus more.
The information provided here is meant to contribute to this outcome. We are looking forward to working together to achieve a great outcome for
you and your future!
1. POLICIES ABOUT QUALITY TRAINING & ASSESSMENT SYSTEMS
Firstly, you need to be aware that we do have policies about most things. These policies give us guidelines for our operation and help ensure that
we maintain satisfactory standards in every area.
If you don't know what the policy regarding an issue is, you can just ask. Some of the policies we have are not of interest to most trainees eg
because they relate to internal or staff issues. So we try to provide trainees with what is most relevant to them.
1.1 DESIGNATION OF AUTHORITY & RESPONSIBILITIES
As with most organisations, different staff have different responsibilities. You will find that there is someone to help you with any particular
difficulty you may have. For example, if you are paying fees for your training, you should know which person is responsible for receiving the fees,
issuing refunds etc. Our staff are there to do their best to work with you to make your training experience exceptional. If you think you can
help us do our job better please let us know how. A bit of feedback is always welcome.
1.2 COMPLAINTS, GRIEVANCES & ASSESSMENT APPEALS POLICY
If you do have a complaint about something (including an assessment issue), this is what our policy says:
- Trainees can discuss any issues about any course or unit related matters with any Staff Member or Training Partner that they think will be able to assist in resolving the issue. If the issue can be resolved in initial discussions, no further recourse is required.
- In the case of Assessment Issues, the Trainee should first approach the Trainer/Assessor conducting the Assessment.
- The appeal period for issues related to assessment will be a maximum of one (1) month beyond the final date for submission of assessment unless another date is specified for the particular Course.
- If the issue (assessment or other issue) cannot be resolved informally in these initial discussions, the student should be advised of the formal Complaints and Grievance Procedure process by the Staff Member who has had the initial discussions. In particular, the Trainee should be advised of the option of submitting a formal complaint via email or written letter.
- The Trainee can submit a complaint to a Staff Member at any time regardless of any prior communication with other staff on an issue.
- If a Trainee submits a complaint to a Staff Member, the receiving Staff Member is encouraged to try and resolve the issue with the Trainee.
- If the situation has not been resolved by a Staff Member who has received a Complaint within fourteen (14) days, the issue can be escalated to
try and resolve the situation.
- EOE will ensure that a record of the resolution, or attempted resolution, is communicated to the trianee and any other staff members that are involved.
- No charge or fee of any kind is applied to any complaint, grievance or assessment appeal.
1.3 PARTNERSHIP AGREEMENTS
Eclipse Vale Pty. Ltd. is a Registered Training Organisation (RTO) and as such may form partnerships with other individuals who have experience or qualifications in a particular area of training. We always have a written agreement with our Training Partners. As a Trainee, you should benefit greatly from the combined strengths of our Training experience, and the expertise and professionalism of our Training Partners. Our Training Partners may be involved in the administration, delivery, and assessment of training. We think our Training Partners are a great asset. We hope you do too. Once again, your feedback is not only welcome, but encouraged!
1.4 RISK MANAGEMENT
As an Trainer, we are required to make sure that we can follow through on the delivery of our responsibilities with respect to training.
That means that we must continually watch out for potential hindrances to this being accomplished. In fact, we regularly do Risk Assessments to
check that we are aware of potential difficulties that might affect the delivery of high quality training.
By assessing and managing risk, we foster success.
We invite you to contribute to this process. If you are aware of anything that might potentially hinder the delivery of our training, please let
1.5 COLLECTION AND USE OF FEEDBACK
As a valued judge of our performance in training, you will be invited to give us optional feedback. Generally, this will occur just after the
training has ended and you have paid for your course.
In addition to this , we invite you to provide us with feedback anytime.
If it appears to you that your feedback is not being responded to appropriately, we invite you to approach one of our Staff or Training Partners
to speak openly about the situation. Naturally, we hope that you have lots of good feedback for us. Our Staff and Trainers appreciate your
1.6 COLLECTION AND USE OF DATA
EOE collects information/data from our students during the registration process and during the course of progressing through units of study. All this information is used solely for the purposes of training and providing training materials as required by a Registered Training Organisation (RTO). It is a requirement for an RTO to collect this information from students. This information/data is accessible by EOE staff and only EOE staff. This data will not be sold on or passed on to external sources and is securely stored within EOE's venues and systems.
This information/data may be used to communicate valuable information to our students but will be done sparingly.
2. EFFECTIVE FINANCIAL MANAGEMENT PROCEDURES
EOE has effective financial management procedures in place in line with the organisation's scope of registration and scale of operations.
2.1 CERTIFICATION OF ACCOUNTS
EOE's accounts are audited at least annually, by a qualified accountant with membership of Certified Practicing Accountants of Australia.
2.2 FAIR & REASONABLE PAYMENT AND REFUND POLICY
Should EOE cancel any Course, participants are entitled to a full refund, or transfer of funds to another Course, or future Course.
Each Course conducted by EOE will have its own specially constructed Payment and Refund Policy. Trainees should make sure that they fully
understand what the Payment and Refund Policy is for any Course in which they enroll prior to enrolment.
We are sure that Trainees will find our policies fair and reasonable. We believe our fees and payment plans make our Training not only affordable,
but also great value.
3. EFFECTIVE ADMINISTRATION & EFFECTIVE RECORDS MANAGEMENT
EOE has effective administrative and records management procedures in place in line with the organisations scope of registration and scale of
3.1 PROCEDURES TO ENSURE THE INTEGRITY, ACCURACY & CURRENCY OF RECORDS
We do respect the privacy of your Personal Information. Only Staff who need to access your personal information for the purpose of administration
or training are allowed to do so. In addition, we ask that all Trainees acknowledge that Government auditors may need to check our administration
systems. In doing this, they may gain access to information you have provided to us. If you would like information that we have on file about you
to be provided back to yourself or given to someone else, you need to request this by submitting a formal request to one of our staff members.
3.2 RETENTION OF RECORDS
We will retain for 30 years a record of the Units of Competency and Qualifications that you have achieved.
We may keep the assessment you have completed until the end of the appeal period for assessment. After this it will generally be returned to you.
However, some assessment reports completed by assessors, and discussed with you at the time of assessment or just after, may not be returned to
you unless you request that they are.
3.3 UP-TO-DATE RECORDS OF ENROLMENTS & PARTICIPATION
Your Enrolment Form provides us with the minimum amount of essential information to ensure that:
- you meet entry requirements for the Course you enrol in
- we will be able to communicate with you about all aspects of the Course as it proceeds
- you are aware of all the information available about us and about the Course you want to enrol in
- you are aware of the Payment and Refund information
4. RECOGNITION OF QUALIFICATIONS ISSUED BY OTHER RTOS
If you've participated in or completed accredited training at another RTO, and have a qualification or Statement of Attainment to show us, we will
recognise the validity of that training. If this proves that you have achieved some of the units of competency within the Course you are going to
do with us, we will give you direct credit where it applies. There will be a small administration fee to cover checking and recording the results
of your previous training.
5. ACCESS & EQUITY & CLIENT SERVICE
5.1 ACCESS AND EQUITY
EOE is committed to meeting the needs of the individual Trainees and the community as a whole, through the integration of access and equity
guidelines. EOE will ensure that equity principles for all, regardless of race, gender, age, social or educational background or any disability
that may be present are implemented through fair allocation of resources (including human resources) and the right to equality of opportunity
5.2 DISSEMINATION OF CLEAR INFORMATION TO CLIENTS
It is vital that lines of communication remain open between you, the Trainee, and whoever it is that you need to contact.
Having access to the internet is one very useful means of communication. Emails can be sent and received at any time of the night and day.
You'd be surprised to know the hours that some of our staff work - just check the time recorded in the properties of the emails we send and you'll
see for yourself!
Apart from using the internet for emailing, our website will usually contain relevant, up-to-date information that will help you in the training
When calling by phone, don't be surprised if you have to leave a message on the voice mail service. Just leave a time and number for us to get
back to you. It may be easier for us to call you in the evening after business hours. Just give us a couple of options an we'll do our best to fit
in with you.
If you like the person-to-person approach, just phone to make a time and we'll do our best to see you when we can.
Whatever happens, we'll try our best to communicate with you via the surest and most appropriate means of communication that suits you.
5.3 COMPUTER SKILLS OR SPECIAL COMPUTER EQUIPMENT
If you are viewing this page then you are off to a good start. All our courses are done online so there is a requirement for your computer to be connected
to the internet. Our website has been designed to work in all current internet browsers so it will look the same no matter what Internet browser you are
using or what type of computer (PC, Mac and Linux) you are using. Even smart phones such as iPhones, Blackberries and Android phones can access and use
You only need basic computer skills to use our website and learning is made easy and natural - much the same way as you would learn from reading a book or
watching a movie. You will need literacy and numeracy skills and a good understanding of the English language. All our courses are conducted in English
and being able to read and write in English is a requirement.
6. COMPETENCE OF STAFF
Staff, Trainer's & Assessor's Qualifications & Experience
All Trainers responsible for the delivery of training and assessment of your performance are qualified and experienced. They hold the required
training qualifications, in the area in which they are training and assessing.
Sometimes, less qualified but experienced personnel who have much to offer in a particular field of expertise, may be partnered with our
qualified and experienced Trainers. In this case, the qualified and experienced Trainer is ultimately responsible for the official delivery and
We believe that great people are the key to great training. We are sure that your trainers will do a great job for you.
7. ASSESSMENT REQUIREMENTS
7.1 COMPETENCY BASED TRAINING AND ASSESSMENT
All programs delivered by EOE are assessed under the "Principles of Competency Based Training".
The aim of Competency Based Training is to assess the trainee's ability to do the activities in each unit therefore assessment is based on your
demonstration of practical skills. Your Assessor will assess your competence (ability) in each unit.
A Unit of Competence (Competency) includes the skills, knowledge and attitudes that are required to complete a task in a work environment.
When you are being assessed on these tasks you will be required to demonstrate a satisfactory level of understanding and competency.
All assessment results are recorded. Trainees will be notified of results in each assessment and have access to their assessment records through
7.2 RECOGNITION OF PRIOR LEARNING (RPL)
Recognition of Prior Learning (RPL) is the formal acknowledgment of skills, knowledge and attitudes (elements of competencies) obtained through
formal and informal training, study, work and life experience.
RPL can be given where formal study in a previously completed course has lead to a person demonstrating the same competencies as will be developed
by doing another Course.
RPL can also be given where a person has evidence that competencies have been developed in situations outside the classroom eg at work, or by
observation, reading or working as a volunteer in sporting, church or community based organisations.
8. LEARNING & ASSESSMENT STRATEGIES
Every Course we run has been planned to maximize the learning opportunities for the Trainees enrolled. That's why it's important for you to know
the following information about a Course you might enrol in:
- Approximate duration of the Course
- Times and Frequency of In-Class Training Sessions
- Approximate amount of "out of class" independent study you will need to do
- Theoretical and practical components of the Course
8.1 APPROPRIATE DEVELOPMENT, ADAPTATION & DELIVERY OF TRAINING & ASSESSMENT PRODUCTS
If it becomes obvious in the process of the delivery of training during a course that some changes can be made to improve the Training process,
Trainees are invited to suggest alterations to the proposed program to the Trainer or any staff member.
If the Trainee feels that his/her suggestions are not being considered and that a complaint should be made, the Trainee is advised to follow the
Complaints, Grievances & Assessment Appeals Policy.
9. ISSUING OF QUALIFICATIONS & STATEMENT OF ATTAINMENT
Most of the training we deliver is nationally recognised. That is, it meets the requirements of government accreditation and training departments.
If the training being provided meets these requirements, the advertising for the Course will state that it is "Nationally Recognised Training". A formal Course Code should be given to identify the exact Accredited Course or Unit of Competency being delivered. If you are not sure, please ask.
If you complete your training and demonstrate competence in the Course or Unit, a Qualification (for a full Course) or Statement of Attainment
(for a Unit, or number of Units, as part of a full Course) will be issued within twenty one (21) days of completion.