1. INTRODUCTION

1.1 This Code of Practice provides the basis for good practice in the marketing, operation, financing and administration of training services by the Australian Medical Association Services Queensland (AMA Services Qld)

1.2 For the purposes of this Code "participant" refers to any person, participating in any training program delivered by AMA Services Qld.

1.3 For the purposes of this Code, ‘training program’ refers to any training program, accredited or not, delivered by AMA Services Qld.

1.4 A "partner" is a person or organisation who may enter into a contract with AMA Services Qld, as a registered training organisation for the purposes of quality assurance and the issuance of qualifications.

2. PROVISION OF TRAINING AND ASSESSMENT SERVICES

2.1 AMA Services Qld has policies and management practices which maintain high professional standards in the delivery of training and assessment services, and which safeguard the interests and welfare of participants and/or partners.

2.2 AMA Services Qld maintains a learning environment that is conducive to the success of participants.

2.3 AMA Services Qld has the capacity to deliver and assess the vocational qualifications under its scope of registration, provide adequate facilities, and use methods and materials appropriate to the learning and assessment needs of participants.

2.4 AMA Services Qld monitors and assesses the performance and progress of its participants.

2.5 AMA Services Qld ensures that the training staff hold appropriate qualifications and are also sensitive to the cultural, vocational and learning needs of participants. Ongoing staff development is conducted, to ensure currency of adult learning methodologies and best practice in delivery and assessment practices.

2.6 AMA Services Qld ensures that assessments are conducted in a manner that meets the endorsed components of the relevant Training Package(s) and/or accredited courses and provide an accurate measure of a participant’s achievement of competence.

2.7 AMA Services Qld is committed to access and equity principles and processes in the delivery of its services.

3. ISSUANCE OF QUALIFICATIONS

3.1 AMA Services Qld issues Qualifications and Statements of Attainment to participants who meet the required outcomes of a Qualification or unit of competency, in accordance with all appropriate Australian National Guidelines and acknowledging that Qualifications are nationally recognised.

4. MARKETING OF TRAINING AND ASSESSMENT SERVICES

4.1 AMA Services Qld markets and advertises its products and services in an ethical manner.

4.2 AMA Services Qld gains written permission from a participant or client before using information about that individual or organisation in any marketing materials.

4.3 AMA Services Qld accurately represents recognised training products and services to prospective participants and partners.

4.4 AMA Services Qld ensures participants and partners are provided with full details of conditions of any registration or contract arrangements with the organisation.

4.5 No false or misleading comparisons are drawn with any other training organisation or qualification.

5. FINANCIAL STANDARDS

5.1 AMA Services Qld has measures to ensure that participants receive a refund of fees for services not provided, including services not provided as a result of the financial failure of AMA Services Qld.

5.2 AMA Services Qld has a refund policy that is fair and equitable and this policy is made available to all participants and partners.

5.3 AMA Services Qld ensures that the contractual and financial relationship between the participant/partner/s and AMA Services Qld is fully and properly documented, and that copies of the documentation are made available to the participant/partner/s.

5.4 Documentation includes: the rights and responsibilities of participants, costs of training and assessment services and issuance of Qualifications, payment arrangements, refund conditions and any other matters that place obligations on participants or partners.

6. PROVISION OF INFORMATION

6.1 AMA Services Qld supplies accurate, relevant and up-to-date information to prospective participants and partners, not limited to but including all information as outlined in Attachment A of this document.

6.2 AMA Services Qld supplies this information to participants and partners before it enters into written agreements with them and regularly reviews all information provided to ensure its accuracy and relevance.

7. SUPPORT SERVICES

7.1 AMA Services Qld provides adequate protection for the health, safety and welfare of participants and, without limiting the ordinary meaning of such expression, this includes adequate and appropriate support services in terms of academic and personal counselling.

8. GRIEVANCE MECHANISM

8.1 AMA Services Qld ensures that participants and partners have access to a fair and equitable process for dealing with grievances and provides an avenue for participants to appeal against decisions, which affect the participants' progress. Every effort is made by AMA Services Qld to resolve participants'/partners' grievances.

8.2 For this purpose, AMA Services Qld has a grievance policy where a member of staff is identified to participants and partners as the reference person for such matters. In addition, the grievance mechanism as a whole is made known to participants at the time of enrolment.

8.3 Where a grievance cannot be resolved internally, AMA Services Qld advises participants and partners of the appropriate legal body where they could seek further assistance.

9. RECORD KEEPING

9.1 AMA Services Qld keeps complete and accurate records of the attendance and progress of participants, as well as financial records that reflect all payments and charges and the balance due, and provides copies of these records to participants on request.

10. QUALITY CONTROL

10.1 AMA Services Qld seeks feedback from our participants and partners on their satisfaction with services they have received and seeks to improve its services in accordance with their expectations.

Attachment A to the Australian Medical Association Services Queensland (AMA Services Qld) Code of Practice

Information to be provided to participants by AMA Services Qld before participants enter into a training program with AMA Services Qld is listed below.

• Copy of the Code of Practice
• The accreditation status of the course
• Entry requirements
• Arrangements for the recognition of prior learning
• The commencement dates and duration of courses
• The time commitment involved in undertaking the training offered
• The qualification/certification to be issued on completion or partial completion of the course of study
• Requirements to achieve the qualification
• How the course articulates with other training
• Expected employment outcomes
• Policies on assessment, grading, re-submission of work etc
• Detailed costs of training
• The conditions under which participants will be eligible to receive a refund of fees
• Arrangements for the protection of students' funds
• Internal and external grievance/appeal processes
• Students' rights and responsibilities
• AMA Services Qld’s rights and responsibilities
• Withdrawal arrangements
• Conditions under which tuition may be terminated