Serve It Up (SIU) is a Registered Training Organisation (RTO) with the registration number 22542, providing Vocational Education and Training (VET).

What sets us apart from other colleges is that we get to know every student; you will be more than just a number to us, you will be part of our family. You have more one-on-one attention and support and, as we have smaller classes than a large college, it’s easier for us to help you find work.

We believe in real skills for real jobs and we take the extra time to customise our course materials and create new and innovative ways of delivering course content. SIU has several industry partners and we have a dedicated team to build our employer networks for placements and employment opportunities for our students.

SIU complies with the standards administered by the Victorian Qualification & Registration Authority (VRQA).

Our Head Office is 39/617-643 Spencer Street, West Melbourne, 3003. Our administration team work from here, alongside classrooms, training bars and a restaurant and event space.

We will notify learners when any change occurs that may affect the services we are providing them.

This includes:
– a change in ownership of the RTO, and/or
– any changes to, or new third-party arrangements for the delivery of services to those learners.

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Helpful Contacts & Useful Links

At enrolment, you will acknowledge that you have read & understand the detailed information provided in the Student Handbook, including but not limited to:

• Enrolment Terms & Conditions
• Fees and charges; including refunds, concession, eligibility for skills first funding, and how this can affect future enrolments in funded courses.
• Application and enrolment process; including USI information
• Pre-training review
• Student support
• Recognition of Prior Learning and Credit Transfer options
• Online service standards
• Assessment methods and instructions
• Code of conduct
• Complaints and appeals
• Privacy statements
• Completions & certificates
• Deferrals and withdrawals

Staff and students should meet the current industry and Victorian government vaccination requirements. If you are undertaking placement this may include vaccinations relevant to the industry you are undertaking placement in and the specific workplace policy. 

DOWNLOAD the course brochure and the statement of fees from www.serveitup.com.au and do some research on the course you are interested in studying.

INVITATION You will receive an invitation from SIU or one of our approved brokers asking you to attend the next information session for your course. Alternatively, you can chat to us about our courses at any time by filling out the “contact us” panel on our website, visiting our Head Office or calling 1300 555 748.

INFORMATION SESSION Attend the information session, where all course details are advised, and ask any necessary questions you may have to the trainer and SIU staff member. If you decide the course is for you, you will be given a Pre-Training Review (PTR) to ensure you meet the literacy and numeracy and other standards required. If both you and the trainer agree the course is appropriate, you’ll be sent a link to complete an Enrolment Form online. Read this Student Handbook to ensure you understand attendance requirements and other policies and procedures prior to confirming your enrolment.

START STUDYING We place you in the next starting class based on your needs, course and available options.

SIU conducts a detailed Pre-Training Review of a prospective student’s (your) training needs to establish whether the course in question is appropriate and suitable.

Our review includes but is not limited to:

• Discussing why you wish to enrol in the qualification
• Identify any competencies previously acquired (via Recognition of prior learning RPL, Recognition of current competence RCC or Credit transfer CT)
• Ensuring understanding of training and assessment methods for the qualification you have chosen and checking they are suitable
• Consideration of your literacy and numeracy and digital capability where the proposed learning includes portions of online training and assessment;
• Identify whether the proposed learning strategies (including Online Training and Assessment) and materials are appropriate for you and, where necessary, steps to overcome any barriers.
• Discussion between you and the trainer to identify any additional support that you may require

Recognition of Prior Learning (RPL)

If you want to obtain credit for skills and experiences you already have, please provide us with a completed RPL application form with a copy of your resume. Fees will apply for this service.

Credit Transfer (CT)

If you have qualifications from previous studies, please note the details on your Pre-Training review form. You will be required to provide a Statement of Attainment. Once SIU has verified the documents, a Credit Transfer will be applied. In some situations, we recommend still attending the class as the context could be different, but you will not be required to undertake assessment for any credit transfer units. No fees apply.

Recognition of Current Competency (RCC): The assessment of a person’s current capacity to perform; it applies if an individual has previously successfully completed the requirements for a unit of competency or a module and is now required to be reassessed to ensure that the competence is being maintained.  

Language, Literacy and Numeracy (LLN)

Your LLN levels are assessed during your Pre-Training Review. The LLN assessment is an indicator of how your skills match the levels of the course. The assessment helps us to determine what kind of support you might require to successfully complete the course.

To successfully complete most training, you will need:

• Reading competencies sufficient to understand class materials and documentation used typically within industry (such as technical literature, standards documentation, procedure manuals)
• Writing skills sufficient to prepare notes and assignments on knowledge gained from classes, group discussions, industry experience, literature reviews, procedures, journals and to participate in written assessment exercises
• Personal organisational skills sufficient to work independently, self-manage learning activities and prepare material for presentation in class and to assessors in accordance with an agreed schedule
• Communication skills sufficient to engage in group discussion issues in your area of training and to present work in class and to assessors
• Numeracy skills sufficient to perform basic operations (addition, subtraction, multiplication and division) using a calculator
• Digital literacy sufficient to access and browse the internet, log into a website, watch videos, read text online and, where applicable, update, save and submit PDF assessments

If you do not have some or all these skills, you may be eligible for Foundation Skills training. Though SIU doesn’t deliver foundation courses, we can assist you in locating organizations that do. This will be discussed with you at your Pre-Training Review.

Online Service Standards

Certain parts of the course are undertaken online so, as part of your Pre-Training Review, we will assess your digital and online literacy. We will endeavor to provide reasonable adjustment to students who, for various reasons, may not be able to complete online elements of the course. Please refer to our Online Service Standards as outlined in the following sections, which detail support, learning and assessment requirements.

Enrolment

The enrolment form will collect your personal details, data that is required to be reported to various government departments and outlines the terms and conditions of enrolling with SIU along with:

Victorian Student Number (VSN)

The Victorian Student Number (VSN) is a nine-digit student identification number that will be assigned by the Department of Education and Early Childhood Development to all students in government and non-government schools, and students up to the age of 25 in Vocational Education and Training (VET) institutions.

Since 2009 in schools and since 2011 for vocational education and training (VET) organisations and Adult Community Education providers, a Victorian Student Number (VSN) has been allocated upon enrolment to each individual student aged up to 24 years. Students should report their VSN on all subsequent enrolments at a Victorian school or training organisation. In particular, all students who are currently enrolled in either a VET provider or a Victorian school (including those already participating in a VET in schools program) should obtain their VSN from their current education or training organisation and report their VSN on this enrolment form. Students who are enrolling for the first time since the VSN was introduced will get a new VSN.

SIU ensures that it complies with Victorian Student Number (VSN) reporting requirements and Unique Student Identifier (USI) requirements and includes the VSN as specified in the Victorian VET Student Statistical Collection Guidelines.

Unique Student Identifier (USI)

A USI is your individual education number for life. It also gives you an online record of your VET training undertaken in Australia.

If you’re at university, TAFE or doing other nationally recognised training, you need a USI. Without one, you can’t get Commonwealth financial assistance or your qualification or statement of attainment.

All students undertaking a nationally recognised vocational training program are required to have a USI. You can apply for a USI directly or request that SIU apply for a USI on your behalf.

If you’re studying nationally recognised training in Australia from 1 January 2015, you will be required to have a Unique Student Identifier (USI). Your USI links to an online account that contains all your training records and results (transcript) that you have completed from 1 January 2015 onwards. When applying for a job or enrolling in further study, you will often need to provide your training records and results (transcript). One of the main benefits of the USI is the ability to provide students with easy access to their training records and results (transcript) throughout their life. You can access your USI account online from your computer, tablet or smart phone anytime. 

SIU will ask you for your USI (if you have one) at enrolment. We will help you to locate your USI if you can’t recall it or we can apply for your USI on your behalf, if you grant us permission on your enrolment form.  When SIU applies for a USI on your behalf it will have access to previous study records unless you deny this access, via the online portal.

Your USI will not be disclosed to anyone/company except as allowed by the Privacy Act 988. Refer to www.usi.gov.au for more information on your USI.

Serve It Up is a trading name of Serve It Up Training Pty Ltd. When we verify or create your USI, you will receive an email to notify you that Serve It Up Training Pty Ltd has verified or created your USI.

We can be prevented from issuing you with a nationally recognised VET qualification or statement of attainment when you complete your course if you do not have a Unique Student Identifier (USI). If you have not yet obtained a USI you can create one at the USI website. If you would like us to apply for a USI on your behalf you must authorise us to do so and declare that you have read the privacy notice on the USI website. Refer to www.usi.gov.au for more information on your USI.

USI student declaration (agreed to at enrolment)

• I consent to the collection, use and disclosure of my personal information pursuant to the information detailed at the USI website.
• I understand when Serve It Up applies for a USI on your behalf, it will have access to previous study records, unless you deny this access, via the online portal. If you have an existing USI that we are unable to access via our internal system; by signing this form you give Serve It Up permission to enter your details into the USI register and have them re-send your USI to you

Eligibility for Government Subsidised Training

You may be eligible for a government subsidised place. This is called the Skills First Program,  there may be other initiatives available at the time of enrolment also. If you are eligible, the government will contribute to the cost of your training. To check your individual eligibility, and access further course information visit fees and funding on our website, or call or email the office. There are limitations to using the Skills First Funding; you need to make sure you are enrolling in the right course, as it may affect your access to future government funding. 

You can check your eligibility and funding conditions online at Victorian Skills gateway. We will not confirm your enrolment and access your Skills First Funding until after the cooling off period.  If you choose to withdraw during the cooling-off period, please notify us immediately at reception or by emailing info@serveitup.com.au, as once your funding has been accessed, it cannot be reversed.

Enrolment Declaration 

On completing your enrolment you will be provided with the following enrolment declaration.

I declare that all the information that I have provided on this form is complete, correct and completed independently.

I acknowledge that I have received, read and understood the detailed information provided by Serve It Up during the enrolment session, as well as outlined in the Student Handbook and course brochure, including but not limited to:

• Application Pre-training review and enrolment process; including USI information
• Fees and charges/statement of fees; including refunds, concession, eligibility for Skills First Funding, and how this can affect future enrolments in funded courses
• Privacy statements
• Student support
• Recognition of Prior Learning and Credit Transfer options
• Online service standards
• Assessment methods and instructions
• Job and employment
• Code of conduct
• Complaints and appeals
• Completions & certificates
• Deferrals and withdrawals
• Third parties that may be relevant to my enrolment
• Course brochure/website information; including duration, learning & assessment strategies, entry requirements

If accessing Skills First Funding, I understand that:

• accessing Skills First Fudning may impact my ability to access future funding under the Skills First Program
• using a funded place may affect my future eligibility for further government funded training under the Skills First Program
• I can commence in a maximum of two government funded programs at any one time
• I can commence up to two government funded skill sets and 2 government funded qualifications in one year

Contact SIU Student Support on:

info@serveitup.com.au

1300 555 748

Student Support can help provide advice or direction to other services, such as:

• Student learning assistance
• Welfare services
• Accommodation services
• Financial support services
• Health and disability services
• IT support
• English language support (relative to the course)
• Facilities and resources
• Career Support & Job Application

We recommend the website Ask Izzy. 

Academic and Course Support 

All our students will be supported in class by their trainer and via email communications between class. Where students require additional support outside what is reasonable to provide in a full class setting or between classes, students have the following options.  

1. Attend a scheduled catch-up class – if available 
2. Book a catch-up class with another class  

Administration Team – The administration team located at our Head Office are available from Monday – Friday, 9am – 4pm (public holidays excluded) for any queries the student may have in relation to their class or course. The team are always willing to assist as much as we can. If you call the office directly, we aim to resolve your query there and then. On occasion it will be necessary to escalate the query within the office. We aim to respond to all queries within 5 business days.

We also recommend the City of Melbourne’s Helping Out Guide – a comprehensive list of free and low cost services in Melbourne.

Equity and Equal Opportunity (EEO)

SIU is committed to the principles of equity and equal opportunity aimed at providing a safe, harmonious workplace and learning environment, free from harassment and discrimination. Students have equitable access to all programs irrespective of their gender, culture, linguistic background, race, location, socio-economic background or disability. Every applicant who meets the entry requirements as prescribed by the appropriate Training Package and or ‘Key Selection Criteria’ will be accepted into any training/assessment program. Some programs may have a limited number of vacancies and these will be filled in chronological order upon completion of enrolment interview. Admission procedures will therefore be free of discrimination, and if an individual does not meet entry requirements, all attempts will be made to assist them to identify alternative options for them. SIU staff have been instructed in their responsibilities regarding Access and Equity principles.

SIU is committed to assisting those with special needs. This may include persons with disabilities, mature age adults, long-term unemployed adults, adults with low self-esteem / confidence, adults requiring literacy/numeracy assistance and single parents.

Please feel free to raise with SIU staff any issues around equity and special needs that might affect you.

Disability

The Disability Discrimination Act uses the principle of reasonable adjustment, sometimes called reasonable accommodation, to ensure equity of treatment for people with disabilities. This means that, wherever possible, ‘reasonable’ adjustments must be made to meet the individual needs of any student with a disability.

Among the things we can do to assist with any requirements you might have are:

• Make training and assessment materials and methods more accessible
• Present information through a range of methods
• Adapt the physical environment and equipments

If you require more details about reasonable adjustment, please contact Student Support.

Media Consent

SIU may take photos or videos of you in class. These photos might be used in advertising material on our website and other social media. Please let your trainer know if you do not wish to participate in any photographs.

Communications

SIU will contact you regularly throughout your course, with assessment feedback, news and course information. Please ensure that SIU always has current contact information for you. This must include your current postal address, phone number and email at a minimum.

You’ll be in contact with both your trainer and the SIU staff. Ensure you always respond to SMS and email contact asking about your progress. This helps us provide you with the best experience.

After enrolment we’ll provide you with login details to the VETtrak Student Portal, where you can view key course information and messages from your trainer.

Our Trainers & Assessors  

All trainers and assessors working hold or are working towards a formal qualification in Training and Assessment which is in line with the current Standards for RTOs. Each trainer is required to complete regular professional development. 

Location & delivery of classes 

Classes are held at head office 39/617-643 Spencer Street West Melbourne, or employer venues.

Delivery models include: 

1. Classroom: face-to-face classes in a physical location.
2. Blended: Live trainer led theory classes on Zoom or Teams + in person practical skills classes at a physical location.
3. Virtual: Live trainer led classes led theory classes on Zoom or Teams
4. Online/Self-paced: Course learning and assessment is completed in your own time on canvas our LMS. 

Note: Some delivery models will also include practical placement and workplace visits. These must be completed in person and are not assessed online. All courses will include self-paced learning.  

Digital platforms

Attendance (Excluding self-paced model) 
You need to attend the majority of sessions. All practical classes, where observations are completed, MUST be attended. If you miss a practical class, you must book a catch-up class via the contact form on our website.  

If you miss a single theory class (no observations), it is your responsibility to arrange a catch-up class or catch-up on the theory missed. Your trainer will not undertake one-one one catch-ups. Book a catch-up class via the contact form on our website.  

If you are disruptive, arrive late, leave early or miss too many classes this could result in official warning letters, deferral or cancellation of your studies. Late arrivals or early exits in online classes may be marked as absent at the discretion of your trainer or the admin team if they do not believe it appropriate to mark you attended.

Evidence of Participation
We require all students to display consistent engagement and progression with the course to remain enrolled. We require monthly evidence of participation to keep your enrolment active.

Evidence of participation includes but is not limited to; attending classes, submitting full assessments (not an individual quiz) and undertaking practical placement. 

For students who do not demonstrate satisfactory evidence of participation, we will flag as at risk. Students will be contacted via email and provided a warning and options to help get back on track. For students who continually demonstrate no participation or engagement or contact with us, we will follow our procedures for course withdrawal. 

Types of Assessments  

Theory  

Theory assessment could consist of the following types of assessments, but they are not limited to:   

1. Multiple choice 
2. True and false  
3. Matching 
4. Short answer 
5. Long answer 
6. Projects  
7. Case studies  

Most theory questions will be completed after the session; they are to be completed individually. They will cover the underpinning knowledge for this unit(s). Every question must be answered correctly and in its entirety. Ensure you read the question carefully as some questions will require a detailed response and may have more than one aspect to address in the answer. Some questions and/or case studies may be discussed and conducted during class. You may refer to the learning materials provided to complete these questions. Do not copy and paste answers from the learning materials; if the question asks you to interpret the information, use your own words to describe and answer the question.  

Theory assessments could be digital or paper depending on the selection you made/available.  

If submitting paper assessments, ensure you:

• Use blue or black pen only  
• Keep a copy of every assessment 
• Submit to your trainer in class or bring to head office, if classes are completed (we will distribute to your trainer)  

Practical 

Practical assessments could consist of: 

• Practical simulations, demonstrations and role plays
• Oral questioning
• Workplace visits, observations and projects

These will be completed during the training session and/or whilst the assessor is completing a site visit to observe your work performance. Several demonstrations will be required for competency (these will be documented in the specific assessment instructions).  

A practical assessment might involve part written, part practical and part oral questioning. This type of assessment will cover the key skills required in the unit of competency. Your assessor will use a marking guide to assess your performance.  

Reasonable Adjustment  
We can vary the methods of assessment to suit your individual needs if required and if appropriate for the unit of competency. Discuss these with your assessor.   

Learning Content 

We present our course material in various ways to cover different learning styles: 

• Interactive role plays
• Class discussions
• PowerPoint presentations
• Videos
• Guided content on canvas 
• Online learning

Student Support 

All our students will be supported in class by their trainer and via email communications between class. Where students require additional support outside what is reasonable to provide in a full class setting or between classes, students have the following options: 

1. Attend a scheduled catch-up class or open help class– if available 
2. Book a catch-up class with another class  
3. Scheduled Support Sessions (if trainer is available) – these are charged, view the statement of fees
4. Referral to other organisations for extra support or courses
5. If these options are not suitable, please email info@serveitup.com.au

Marking Your Assessments & Grades  

Grades 

For each unit of competency, you will be marked competent (C) or not yet competent (NYC). Competency means you need to demonstrate the skills, knowledge, and ability to consistently perform tasks and duties to the industry standard. Every question within every assessment must be answered correctly to be competent. 

Each unit of competency may have several different forms of assessment, such as theory, practical and workplace. You must satisfactorily pass each of these to be deemed competent for the unit. If you do not pass the assessment task or quizzes within the task you will be graded Not Yet satisfactory (NYS). If you are deemed NYS, you will follow the reassessment processes listed further below.  VETtrak will show which assessments/tasks are linked to which units.  

When are assessments marked? 

The trainer has 10 business days to mark and submit each completed assessment (not just a quiz) to head office. Digital assessment are concluded in canvas (they will disappear from your dashboard when market satisfactory).

Assessment grades could take 5-10 days to appear in your VETTrak student portal task report after the trainer has submitted the assessment to head office.

Cheating & Plagiarism  

Ensure the work you complete is your own. If the question asks you to answer in your own words, you must do so. Answers must be submitted in your own words unless a question requests otherwise. If you do not it will be considered plagiarism or cheating, and you will need to undergo reassessment as per the cheating and plagiarism reassessment policy below.

The following are considered plagiarism or cheating: 

• Copying answers from another person
• Another person completing your answers for you 
• Using translation devices, including speech to text translation, to unfairly enhance your submissions
• Copying information from another source without interpreting the information and putting it in your own words
• Using AI software to write your answers without putting in your own words

Artificial Intelligence (AI)  

AI is great, it is extremely useful, but should not be used when completing your assessments. If you use AI and copy and paste answers, this will be considered cheating and plagiarism and you will be given a grade of Not Yet Satisfactory. This will require you to undergo the reassessment process for cheating and plagiarism.  

Why you can’t and shouldn’t use Artificial Intelligence (AI) such as ChatGTP to answer your assessments that require short and long answers in your own words? 

1. You can’t trust the data! 
2. You cant tell what’s accurate or authentic these days  
3. It produces bias data based who created and updated the information
4. It centralises wealth and power  
5. AI has fake news and deep fake news, due chat bots corrupting the information  
6. It may not relate to Victorian and Australian legislation applicable to your studies  
7. You are cheating yourself of learning and knowledge 
8. We have well written and validated learning materials that cover everything you need to complete your assessments.  
9. It is considered plagiarism and cheating 
10. It is discrediting your learning journey and the integrity of your qualification and certificates   

Reassessment process 

VET courses are about developing your skills and knowledge, you need to obtain a satisfactory grade for each form of assessment, but we understand this can take time and you may not get everything 100% correct the first time. Reassessment is when you have more than one attempt to get the answer correct. There are limits to the numbers of attempts you can try and fees may apply.

Reassessment – Stage 1  (No extra cost)  

Theory assessments: Your trainer will give you 5 attempts per canvas quiz to get the answer correct and 3 attempts for paper assessments. These attempts will not be allowed for cheating or plagiarism attempts. If you require reassessment for more than 50% of questions in a single theory assessment, we will flag that you may be at risk and will move you to the Stage 2 reassessment process.  Canvas allows an extra 2 attempts due to the auto-remarking process.

Practical Assessment:  If you require reassessment in a practical skills class, you can attend a 2^nd session with another class.  

Workplace visits: If you require an additional workplace visit to demonstrate competency, these will be charged at Stage 2 Reassessment Fees.

Reassessment – Stage 2 (Fees will apply)  

If you are unable to obtain a satisfactory grade after stage 1`reassessment, you will need to undergo further training and reassessment in a different setting. The type of training and reassessment will depend on the type of assessment you have undertaken and your individual circumstances.  Your assessor and/or the training manager will ascertain which stage 2 method(s) of reassessment you require, these can include the following:

1. Scheduled Support Session (SSS) theory only, charged at $100 per 1 hour session 
2. Catch-up classes with another class (fees may be waived depending on your individual situation)  
3. Practical skills reassessment $300 
4. Practical placement visits $300  

 How to arrange Stage 2 reassessment: 

1. Booked with student services.  
2. All reassessments will be undertaken at head office, unless approved by the training manager ahead of time.  
3. Payment is to be made prior to undertaking the reassessment session. 

If you do not agree with SERVE IT UP’S’s assessment results or our reassessment process, you can make a complaint via the complaints and appeals process. This is discussed in further detail within this handbook.  

SERVE IT UP believes in the integrity of the qualifications and courses we offer. We will not tolerate cheating or plagiarism within our assessments,. Cheating and plagiarism is considered academic misconduct. Your work must be authentic.  We follow a warning system, consisting of 2 warnings on the third instance where plagiarism is detected you will be withdrawn.

1st Warning You will be given a warning (emailed to you), and a note will be flagged on your student record that you, your trainer and the office will view. Your questions will be marked Not Yet Satisfactory, and you will be given a chance to resubmit your answer, and other questions that may have been considered plagiarism and cheating on or before this date. An informal oral assessment may be applicable at this stage, at no charge. Alternatively, a paper assessment may need to be completed.

2nd Warning If, after receiving your first warning, we detect a second instance of cheating or plagiarism, you will be given a final warning. This will be emailed to you and again, flagged on your student record. You will be given another chance to resubmit the assessment and will be charged a $100 fee. Payment must be made before we allow the reassessment. Reassessment will include resubmitting the entire theory assessment where plagiarism/cheating was detected – this may be a paper assessment. You will undertake a reassessment meeting at head office after your submission, where a head office trainer and assessor will undertake oral questioning to determine your competency.

3^rd Instance Withdrawal  If, after receiving your second warning, we detect a third instance of cheating or plagiarism, you will be withdrawn from your course or qualification and no refunds will apply.

If you do not agree with SERVE IT UP’s assessment results or our reassessment process, you can make a complaint via the complaints and appeals process. This is discussed in further detail within this handbook.

SIU offers a range of courses that can be delivered party or wholly online. We are committed to providing a quality learning experience for students studying online and these online service standards explain our commitment to students in key areas. 

 Learning materials and assessments are mainly conducted via Canvas our Learning Management System.  

 Most courses hold face-to-face theory classes, during lock downs we may schedule Zoom theory classes. Some others courses may have partial online zoom delivery of theory sessions imbedded into their delivery schedule.     

Student Support

Entry Requirements & Induction

Student Engagement

Mode and Method of Assessment

Several courses will require you to complete practical placement hours in a real workplace to gain competency. You will be practicing the skills you have learned in theory in a workplace. There are a specific number of hours required depending on your course and these will be documented in the course brochure and your logbook.

What responsibilities are involved?

During the placement, you will be expected to behave like a new employee, following the rules of the workplace and the directions of the workplace supervisor and other employees. You will need to comply with all safety and OH&S policies and procedures, as well as other protocols that are practiced by the host employer.

Prior to commencing your work-based training:

• Both you and a workplace representative sign an RTO & Employer Agreement
• You will complete an induction with the workplace

Your placement location MUST be approved by SIU head office prior to commencing your first shift. You must provide your workplace agreement to SIU to verify details and confirm that it is a suitable workplace for placement. A workplace supervisor will need to sign off on your shifts completed.

What about Assessment?

For some courses, you may be required to maintain a Practical Placement Logbook. Your trainer will discuss this with you. Your trainer will also give you information on the way your assessments will be conducted and recorded.

Attending your Placement

ATTITUDE

• Be willing to learn
• Listen to instructions and complete the tasks assigned
• Ask questions
• Be polite, courteous and well-mannered with all staff members
• Dress appropriately
• Follow all workplace policies and procedures

SAFETY

• Wearing protective clothing
• Working in a safe manner
• Reporting any hazards or unsafe practices that you observe
• Reporting any accidents to your workplace supervisor & practical trainer immediately

ATTENDANCE & PUNCTUALITY

• Start your placement on time and stay for required shift duration
• Take only the allocated time for lunch and tea breaks
• Contact your workplace supervisor and your trainer immediately if you are unable to attend your placement

What if you have a problem with your placement?

Problems with your placement should be resolved as early as possible. Your trainer and employer have agreed dispute resolution procedures. Do not hesitate to contact your trainer if you experience any difficulties or problems while on your practical placement.

 Download the Department of education practical placement guide 

Once all assessments requirements for each unit have been deemed satisfactory, the unit will be made competent. Students successfully completing all assessment requirements for a qualification will be awarded a Certificate for the level of the completed course (for example, Certificate III in Hospitality).

If you withdraw or transfer after successfully completing any unit(s) of competency in which you enrolled, you will be entitled to receive at no cost a formal Statement of Attainment for the units you have successfully completed.

Certificates and/or statement of attainments are issued out within 10 working days of final competency being confirmed.

Please note that fees must be paid in full, and the student survery completed, before any certificates are issued.

If you decide to withdraw from your course or defer your enrolment speak to the SIU head office staff for advice on your options.

Deferrals

Depending on the length of your deferral, when you return you may be required to join a new class with a different time, trainer and location to your original class. We will provide you with your options when you return. Enrolments can be deferred for a maximum of 6 months. If you require a longer break from study, you will be withdrawn from the course, however you can recommence at a later date.

Withdrawals

If you do not come to your scheduled classes as agreed and we cannot contact you, you may be withdrawn. We will send you a Statement of Attainment for any units you have successfully completed, if you have paid all outstanding fees. 

If you have finished scheduled classes, we will keep in touch with you regarding your assessments. Similarly, if we are unable to contact you over an extended period, you may be withdrawn. To remain enrolled, you must submit assessments on a regular basis to show evidence of progress towards completing the qualification.

If you wish to voluntarily withdraw please email info@serveitup.com.au and list your reason and your full name and qualification you are enrolled in. Please remember if you have enrolled in a government funded course but decided you don’t want to continue; your enrolment will still count towards your funding eligibility.

Recommencements

 If you withdraw and then decide you do want to continue the course, we can recommence your enrolment in the same course assuming the course and funding are still available and are being trained and assessed. You may be asked to complete new enrolment and pre-training review documents depending on the timeframe lapsed.

Australian Apprenticeships covers all apprenticeships and traineeships. They combine time at work with training and can be full-time, part-time or school-based.

As an employer, you may be eligible to receive both federal and state based government training incentives for the up skilling of your staff in their area of expertise under a national recognised AQF (Australian Quality Framework) approved Certificate III to an Advanced Diploma. Employers and the training organization should check each course to see if it is suitable for a traineeship or apprenticeship as some courses are not.

An employee participates in structured training as a part of their employment. The Employer can be given incentives by the Federal Government to help cover the costs of training for their employees.

The employer can only get funding for eligible employees, eligibility can differ between courses and industries, and you should check eligibility for employer funding with the Australian Apprenticeship Support Network (AASN).  

AASN’s are contracted by the Commonwealth Government to administer the Australian Apprenticeships program and:

• Provide information and advice to employers and other interested parties regarding qualifications, delivery of training and funding available under the AA program
• Link Employers with appropriate Registered Training Organisations (RTO’s) for training delivery
• Register the National Training Contract with State Training Services
• Pay Commonwealth Government Incentives to employers and apprentices

The Registered Training Organisation (RTO) ‘Serve It Up’ in this instance can also receive funding from the Victorian Government to cover the additional costs of the training.

Generally, employees need to be a new employee, enrolling in a course that is higher than the current level they successfully hold, and either be an Australian/NZ citizen or have permanent residency. Additional requirements will apply for eligibility for the Victorian Funding.

The objective of traineeships is to contribute to the development of a highly skilled and relevant Australian workforce that supports economic sustainability and competitiveness.

Employment conditions

The conditions of employment for Australian Apprentices are the same as for other employees working in similar occupations. This includes hours of work, overtime, holidays, personal leave, superannuation and other penalty provisions. Additional working conditions for Australian Apprentices and Trainees require you to ensure they have:

• Every opportunity to learn the skills and acquire the knowledge of their trade or traineeship
• Access to structured on and/or off-the-job training
• Paid time off work to attend training when necessary
• A safe working environment

Types of training & assessment:

Off-the-job structured training refers to training that is conducted by the RTOs training staff at the RTOs training facility, often referred to as trade school, block release or on-campus training.

Workplace Based Structured Training: refers to training that is conducted by the RTOs training staff at the Trainees workplace. The apprentice/trainee must be withdrawn from regular work duties in order to participate in training.

Prior to sign-up
Prior to commencing sign-up and starting the employer should endeavor to complete the eligibility spreadsheet with all employees’ details. 

The employer must also complete a pre-training review with the SIU representative to guide the design of the training plan and ensure all parties understand their obligations and duties when commencing a traineeship. 

Serve It Up will conduct a workplace inspection and induction prior to commencing training and sign-off of the training plan.

Employer Roles and Responsibilities

Payment of training fees

Ensure all invoices to Serve It Up are paid within their required time frame. Your fees may increase if group size
decrease this will be documented in your employer Pre-Training review and Contract.

Pay your apprentice/trainee the agreed wage and inform them of the terms of their employment. Provide Superannuation and Work cover insurance. 

If your apprentice/trainee ceases employment, notification needs to be made within 5 days to Serve It Up and the AASN.

Employer Incentives

Employer incentives (to cover your employee’s costs of training) are arranged between the company and the AASN The training organisation does not manage these. Please discuss these payments with the nominated AASN. Generally most payments will not be processed to you for a minimum of 6 months, assuming the employees is still continuing their work and study.

There are several incentives currently available to eligible employers of Australian Apprentices (Trainees). Each incentive payment has several eligibility criteria that will be assessed by an AASN.

The standard commonwealth incentive payments may be due for claim, six months from commencement of the training contract and upon successful completion. 

Provision of venue

If training is conducted in your workplace, ensure your venue meets the criteria for the training program.

You must be able to provide a space for a training session to be conducted, where possible out of operational hours. The venue must be accessible at the time training is conducted, ensuring a staff member has key access at all times.

If training sessions are conducted into the evening the venue should be secure. You need to be able to provide sufficient lighting, tables and chairs for staff to use during the training session.

You should also provide a safe workplace; free from hazards that could cause harm to student, trainers, and assessors.

Resource requirements

In liaison with the training manager, you are to discuss resources that can be provided by your workplace to improve the quality of the training delivered. You must be able to provide access to power and a suitable training environment free from interruptions if training is conducted in the workplace.

Ideally we suggest you utilise our specially equipped training facilities at 617 Spencer Street for the face-to-face classes. We have a fully equipped bar, 4 commercial coffee machines & training restaurant.

Workplace supervisor

You, the employer, are required to appoint a workplace supervisor for the employees whilst in the workplace. The workplace supervisor will be the liaison between Serve It Up and the students. When required, they will need to forward messages to students and encourage their participation in class and completion of homework tasks.

The workplace supervisor (which could be the owner/manager or person in a supervisory position of the student) will be required to complete reports for the student’s performance in the workplace. They will also be required to sign off the completion of shifts/tasks in the student’s logbook. The workplace supervisor needs to oversee the student/employee in the workplace, as they will be required to practice the skills required for the course in the workplace.

Hours of work, student practice and learning

You must ensure students have sufficient time to practice the skills that they have learned in the workplace.

Trainees and apprentices should be working a minimum of 13 hours per week (can be averaged if work longer over holidays). They must attend out structured training sessions. On average they should we withdrawn from routine work activities 3 hours each week for structured training and assessment. Pro-rata for part-time employees.

General Conditions All parties

Assessments & Homework

Students will be required to complete a number of written and practical assessments during paid work time, this forms part of their withdrawal time.  We will keep a checklist of assessment submission and this will be sent to the employer monthly at a minimum.

Attendance & Structured Training Sessions

It is the employer’s responsibility to ensure employees/students show up for the training sessions.  Serve It Up will send the employer a monthly email of student’s progress against their training plan. If a trainee misses a session, they must catch up.

Block training will be conducted for many courses and this will be identified in the specific course timetable. Generally, block training will be conducted over several weeks and will focus on compliance and regulatory units and ensuring the students obtain the required knowledge and practice of skills before conducting them in the workplace.

Extending your course

An application for an extension to the term of the Training Contract must be made if your employees/students are unable to complete the Structured Training prior to the nominal completion date of the Training Contract. If this student is a trainee, this application should be lodged by yourself, the employer, via the relevant AASN.

Communication

Serve It Up will make monthly contact with the employer and employee via email/phone/face-to-face to communicate the following:

1. Attendance
2. Assessment submission
3. Progress towards competency and their training plan

If we can’t make contact with the trainee/employee, if they fail to attend training session, or if they are not progressing satisfactorily we may need withdraw them from the course, suspend and/or cancel their traineeship.

Serve It Up will need to notify your AASN Provider and Victorian Registration and Qualification Authority (VRQA) for any situation, including absences, which has the potential to affect successful completion of the course. Therefore, the employer also needs to notify Serve It Up and the AASN if they identify a similar situation prior to the RTO.

Confirming Competency

Final competency of the employee/students’ performance will be documented by the employer in the logbook and/or the Training Plan final competency sign-off. This will be signed by all parties and returned to Serve It Up within 10 working days of assessing the employees/students final competency.

Unemployment of a trainee or reduced hours of work

If your business is slow, you may need to reduce your Australian Apprentice’s working hours until business picks up again. You may need approval from your State Training Authority before you can reduce your Trainees hours. If you are considering closing or selling your business, the traineeship can be suspended or assigned to the new owner of the business if they agree to continue the training.

You must advise the AASN and Serve It Up immediately if any of the above happen.

Assessor Visits

Serve It Up will conduct assessor visits in the workplace, to the following ratios, during these visits the assessor will observe the student’s practical performance of skills, these will be documented in the practical observation section of the relevant assessment. Serve It Up will, depending of the portion of Training & Assessment in the workplace, conduct a minimum of additional visits:

1. Conduct 1 visits if 25% or less of nominal hours of the qualification
2. Conduct 2 visits for 26-50% or less of nominal hours of the qualification
3. Conduct 3 visits for 51-75% or less of nominal hours of the qualification
4. Conduct 4 visits for more than 75% or less of nominal hours of the qualification

Issuing the Qualification

On successful completion of the qualification, the certificate will be sent.

Useful links

Australian Apprenticeships

Department of Education, Skills, and Employment – Apprenticeships and Traineeships

Victorian Registration & Qualifications Authority

Business.gov.au – How to hire an apprentice or trainee

*Please double check all information relating to Federal government incentives directly with the Australian Apprenticeship Support Network, incentive programs can change from time-to-time and we want to make sure you have up-to-date information.

What’s OK and what’s not in our school!

If you see or hear something that is NOT ok, or doesn’t feel quite right, report it via the QR code & form!! This goes direct to our CEO’s email. If urgent call 1300555748.

This code of conduct is for students and staff. Staff are administration staff and trainers.

Outcomes if the code of conduct is not followed.

Student breaks the code of conduct: The incident will be investigated and we will follow our complaints and appeals process.

Potential outcomes will include: Warning, change of class, suspension/deferral, cancellation of course/withdrawal, reporting of the incident to the police.

Staff or trainer breaks the code of conduct: The incident will be investigated, and we will follow-up our allegations and complaint handling process.

Potential outcomes will include: Warning, performance management, reporting of the incident to the required agencies as per the official reporting channels, termination of employment.

What’s OK and what’s not in our school!
If you see or hear something that is NOT ok, or doesn’t feel quite right, report it via the QR code & form! This goes direct to our CEO via email. If urgent call 1300555748.

Statement of commitment

Serve It Up’s Child Safety Policy sets out our commitment and approach to creating and maintaining a culturally safe and child safe organisation for children and young people.

This policy applies to all staff, volunteers, contractors and other people connected to the school, whether or not they work in direct contact with children or young people.

Serve It Up is a child safe organisation which welcomes all children, young people and their families. Serve It Up is compliant with the 11 Child Safe Standards and is committed to providing environments where our students are safe and feel safe, where their participation is valued, their views respected, and their voices are heard about decisions that affect their lives. Our child safe policies, strategies and practices are inclusive of the needs of all children and students.

We have no tolerance for child abuse and take proactive steps to identify and manage any risks of harm to students in our school environments.

We promote positive relationships between students and adults and between students and their peers. These relationships are based on trust and respect. When child safety concerns are raised or identified, we treat these seriously and respond promptly and thoroughly.

Particular attention is given to the child safety needs of Aboriginal and Torrestrait Islander students, those from culturally and linguistically diverse backgrounds, international students, students with disabilities, those unable to live at home, children and young people who identify as lesbian, gay, bisexual, trans and gender diverse, intersex and queer (LGBTIQ+) and other students experiencing risk or vulnerability. Inappropriate or harmful behaviour targeting students based on these or other characteristics, such as racism or homophobia, are not tolerated at our school, and any instances identified will be addressed with appropriate consequences.

Child safety is a shared responsibility. Every person involved in our school has an important role in promoting child safety and wellbeing and promptly raising any issues or concerns about a child’s safety.

We are committed to regularly reviewing our child safe practices, and seeking input from our students, families, staff, and volunteers to inform our ongoing strategies.

2.    Child Safe Standards

The 11 Child Safe Standards are listed below. Serve It Up will comply and implement all aspects of the 11 Standards.

Standard 1 – Organisations establish a culturally safe environment in which the diverse and unique identities and experiences of Aboriginal children and young people are respected and valued.

Standard 2 – Child safety and wellbeing is embedded in organisational leadership, governance and culture.

Standard 3 – Children and young people are empowered about their rights, participate in decisions affecting them and are taken seriously.

Standard 4 – Families and communities are informed and involved in promoting child safety and wellbeing.

Standard 5 – Equity is upheld and diverse needs respected in policy and practice.

Standard 6 – People working with children and young people are suitable and supported to reflect child safety and wellbeing values in practice.

Standard 7 – Processes for complaints and concerns are child-focused.

Standard 8 – Staff and volunteers are equipped with the knowledge, skills and awareness to keep children and young people safe through ongoing education and training.

Standard 9 – Physical and online environments promote safety and wellbeing while minimising the opportunity for children and young people to be harmed.

Standard 10 – Implementation of the Child Safe Standards is regularly reviewed and improved.

Standard 11 – Policies and procedures document how the organisation is safe for children and young people.

3.    Roles and responsibilities

Leadership team

Our leadership team (comprising the CEO, COO and Training Manager) is responsible for ensuring that a strong child safe culture is created and maintained and that policies and practices are effectively developed and implemented in accordance VRQA Guideline 6 (Child Safe Standards).

Leadership staff will ensure effective child safety and wellbeing governance, policies, procedures, codes and practices are in place and followed by:

• promote regular open discussion on child safety issues at all staff meetings, by creating a standing agenda item that reoccurs each meeting.
• lead by example and complete all child safety professional development first and communicate their learnings after completing the professional development
• share educational resources frequently on Teams channels and start positive conversations of the topics shared. A key focus will be on building the team’s knowledge of Aboriginal and Torres strait Islander people’s culture and LGBTIQ+
• model a child safe culture that facilitates the active participation of students, families and staff in promoting and improving child safety, cultural safety and wellbeing
• enable inclusive practices where the diverse needs of all students are considered
• reinforce high standards of respectful behaviour between students and adults and between students
• facilitate regular professional learning for staff and volunteers (where appropriate) to build deeper understandings of child safety, cultural safety, student wellbeing, and prevention of responding to abuse
• create an environment where child safety complaints and concerns are readily raised, and no one is discouraged from reporting an allegation of child abuse to relevant authorities.

RTO staff 

All staff will:

• participate in child safety and wellbeing induction and training and always follow these child safety and wellbeing policies and procedures
• take part in child safety professional development activities as per the professional development plan
• act in accordance with our Code of Conduct
• identify and raise concerns about child safety issues in accordance with our Child Safety Responding and Reporting Obligations Policy and Procedures, including following the four critical actions
• ensure students’ views are taken seriously and their voices are heard about decisions that affect their lives
• implement inclusive practices that respond to the diverse needs of students.

4.    Code of conduct

Code of conduct when interacting with children

Our Code of Conduct sets the boundaries and expectations for appropriate behaviours between adults and students and everyone at our school staff or students. It also clarifies behaviours that are not acceptable in our physical and online environments.

The code of conduct is embedded in our student handbook, available on our website.

The code of conducted is devised based on the following acceptable and unacceptable behaviors.

Acceptable behaviours

As staff and volunteers are involved in child-related work individually, we are responsible for supporting and promoting the safety of children by:

• upholding the RTO’s statement of commitment to child safety at all times
• treating students and families with respect both within the RTO environment and outside the environment as part of normal social and community activities.
• listening and responding to the views and concerns of students, particularly if they are telling you that they or another child has been abused or that they are worried about their safety/the safety of another child
• encourage the expression of culture, supporting cultural safety, participation and empowerment of Aboriginal and Torres Strait Islander students
• encourage the expression of culture, supporting cultural safety, participation and empowerment of students with culturally and/or linguistically diverse backgrounds
• promoting the safety, participation and empowerment of students with a disability
• reporting any allegations of child abuse or other child safety concerns to the CEO/COO and/or Training Manager, understanding and complying with all reporting or disclosure obligations (including mandatory reporting) as they relate to protecting children from harm or abuse.
• If child abuse is suspected, ensuring as quickly as possible that the student(s) are safe and protected from harm. 

Unacceptable behaviours

Any staff and volunteers, involved in child-related work must not:

• ignore or disregard any concerns, suspicions or disclosures of child abuse
• develop a relationship with any student that could be seen as favouritism or amount to ‘grooming’ behaviour (for example, offering gifts)
• exhibit behaviours or engage in activities with students which may be interpreted as abusive and not justified by the educational or service delivery context
• ignore behaviours by other adults towards students when they appear to be overly familiar or inappropriate
• discuss content of an intimate nature or use sexual innuendo with students, except where it occurs relevantly in the context of parental guidance or delivering the education curriculum
• treat a child unfavourably because of their disability, age, gender, race, culture, vulnerability, sexuality or ethnicity.
• Racism or vilification of cultural bias will not be tolerated within the organisation. Specifically racism towards Aboriginal and Torres Strait Islanders. Racism can lead to psychological distress, disengagement and many more serious consequences for the person facing the racism. Consequences for racism are serious and we will follow the processes within the code of conduct.
• communicate directly with a student through personal or private contact channels (including by social media, email, instant messaging, texting etc) except where that communication is reasonable in all the circumstances, related to schoolwork, jobs or extra-curricular activities or where there is a safety concern or other urgent matter
• photograph or video a child in an RTO environment except in accordance with policy or where required for duty of care purposes
• in the RTO environment or at other schools where students are present, consume alcohol (other than taste prepared drinks as part of a course) or take illicit drugs under any circumstances

How to report breach of the code of conduct

Report a breach the same way as reporting an issue or complaint, use the QR code on the “student Feedback and Issues to Report” form available on in our bathrooms or on the code of conduct. We will follow the Allegations, reporting and complaint handling process detailed on the following pages.

Outcomes if the code of conduct is not followed.

Student breaks the code of conduct: The incident will be investigated and we will follow-up our complaints and appeals process. Potential outcomes will include: Warning, change of class, suspension/deferral, cancellation of course/withdrawal, reporting of the incident to the police. If the breach is classified as Child Abuse the official reporting processes will be followed.

Staff or trainer breaks the code of conduct: The incident will be investigated, and we will follow-up our allegations and complaint handling process.

Potential outcomes will include: Warning, performance management, reporting of the incident to the required agencies as per the official reporting channels, termination of employment.

If the breach is classified as Child Abuse the official reporting processes will be followed.

5.    Child Abuse

Reporting child abuse is a community-wide responsibility. Child abuse includes any act committed against a child involving:

• Physical violence;
• Sexual offences;
• Serious emotional or psychological abuse; and
• Serious neglect.

Call the police on 000 if you have immediate concerns for a child’s safety.

All Registered Training Organisation (RTO) staff are required to report to police if they know or reasonably believe that a sexual offence has been committed by an adult against a child under the age of 18. It is a criminal offence (failure to disclose) to fail to comply with this obligation across jurisdictions.

What is a ‘reasonable belief’?

A ‘reasonable belief’ is not the same as having proof. A ‘reasonable belief’ is formed if a reasonable person in the same position would have formed the belief on the same grounds. For example, a ‘reasonable belief’ might be formed when:

• A child states that they have been sexually abused;
• A child states that they know someone who has been sexually abused (sometimes the child may be talking about themselves);
• Someone who knows a child states that the child has been sexually abused;
• Observations of the child’s behaviour or development leads to a belief that the child has been sexually abused; or
• Signs of sexual abuse led to a belief that the child has been sexually abused.

A reasonable belief is a deliberately low threshold. This enables authorities to investigate and take action.

If a person 16 years or older provided you with the information and they do not have an intellectual disability and they do not want the information reported to the police, an individual is then not required to report to police.

6.    Allegations, reporting & complaint handling process

Serve It Up takes all allegations seriously and has practices in place to investigate thoroughly and quickly with staff escalating to management as soon as the complaint is made, ensuring action is taken immediately. Staff are trained to deal appropriately with allegations.

We work to ensure all children, families and staff know what to do and who to tell if they observe abuse or are a victim, and if they notice inappropriate behaviour.

We use the following table to specify how to handle & report allegations of child abuse.

Further information staff can use for reporting

Reportable Conduct Scheme

https://ccyp.vic.gov.au/reportable-conduct-scheme/for-heads-of-organisations/

https://services.dffh.vic.gov.au/reporting-child-abuse

Information on when parents and carers should be notified if it is suspected their child is a victim of abuse, and which relevant authorities need to be notified.

https://www.schools.vic.gov.au/action-3-contacting-parents-or-carers

How to talks with a child, if a child discloses an incident of abuse:

• Let the child use their own words to explain what has occurred.
• Reassure the child that you take what they are saying seriously, and it is not their fault and that they are doing the right thing.
• Explain to them that this information may need to be shared others, such as with their parent/carer, specific people in your organisation, or the police.
• Do not make promises to the child such as promising not to tell anyone about the incident, except that you will do your best to keep them safe.
• Do not leave the child in a distressed state. If they seem at ease in your company, stay with them.

If a parent/carer says their child has been abused or raises a concern

• Explain that Serve It Up has processes to ensure all abuse allegations are taken very seriously.
• Ask about the wellbeing of the child.
• Allow the parent/carer to talk through the incident in their own words.
• Advise the parent/carer that you will take notes during the discussion to capture all details.
• Explain to them the information may need to be repeated to authorities or others, such as the Serve It Up management, the police or child protection.
• Do not make promises at this early stage, except that you will do your best to keep the child safe.
• Ask them what action they would like to take and advise them of what the immediate next steps will be.
• Ensure the report is recorded accurately, and that the record is stored securely.
• Be aware that:
  • Individuals from Aboriginal, culturally and/or linguistically diverse backgrounds may face barriers in reporting allegations of abuse.
  • Individuals with a disability may experience barriers disclosing an incident.

Staff need to be sensitive to these issues and meet individuals’ needs where possible. If staff believe that a child is not subject to abuse, but still hold significant concerns for their wellbeing they must still act.

7.    Risk Management

We have risk management strategies in place to identify, assess, and take steps to minimise child abuse risks, which include risks posed by physical environments and online environments.

We use the department risk assessment template, this is completed by the CEO, COO and training manager and discussed at quarterly staff meetings for relevance, improvements and actions to be taken. Updates will be made after each quarterly meeting or as required.

Serve It Up ensures the protection of children when a risk is identified. In addition to general occupational health and safety risks, we proactively manage risks of abuse to children.

8.    Staff recruitment

Serve It Up embeds child safety into its human resource life cycle to ensure we hire the right people and that these people get the training and supervision required to uphold a child safe environment.

Recruitment child safety practices in place:

• Job advertisements include reference to the child safety standards and requirement to hold a current working with children check
• Interview guide asks specific questions to ascertain the individuals current understanding of child safety and their suitability for working in an environment with children
• Job descriptions specific child safety polices and procedures
• Contracts include reference to consequences for breaches of our child safety policy and procedures

Working with Children Checks

All Serve It Up RTO staff and volunteers are required to provide, as a component of the recruitment process, a current Victorian Working with Children Check (WWCC) to ensure suitability in meeting Serve It Up’s legislative and contractual obligations.

Serve It Up staff will be notified when renewal of the WWCC is required. Staff are required to ensure the renewal process is completed without delay. Staff whose WWCC lapse will be unable to undertake duties involving working with children.

9.    Staff induction, training and professional development

Serve It Up conducts initial child safety training with all new staff and volunteers, as well as annual professional development as per the child safety professional development plan.

Practices in place:

• Staff induction manual and quiz which covers initial child safety training for all new staff.
• A minimum of 4 meetings per year that discuss and review our child safety risk assessment, policy and procedures, complaints and incidents, new processes in place or ones needed
• Specific Child safety training as per the child safety professional development plan, covering at minimum the following cohorts or topic.

Training and professional development plan

The training will include but is not limited to understanding the cohort or topic better, inclusivity techniques, how to address specific training needs, prevalent risks and how to overcome these.

1. Aboriginal and Torres Strait Islander students.
2. LGBTQIA+ students.
3. Racism and general cultural awareness.
4. Child Abuse: Training to staff on recognising signs of child harm and mitigating harm to young people
5. Child safety in our physical and online environments
6. Child Safety Standards in detail

Each cohort or topic will be covered at least once every 24 months, however most will be covered annually with cross-training.

Training will be undertaken by experts generally individuals or businesses outside Serve It Up. Training will be a mix of face-to-face sessions, live webinars and self-paced online courses.

All staff will be encouraged to attend all sessions, in circumstances where a staff member can not attend they must liaise with their direct manager to complete self-paced professional development relating to the same topic/cohort or participate in in-house training.

The professional development plan is a plan, it will be updated as our business needs and student cohort changes. The organisations and delivery mode may change, planned dates may change.

Verifying staff understanding

To ensure staff understand and implement the policy and procedures for child safety, we undertake the following processes:

• Discuss in each staff meeting: standard meeting agendas are used to ensure child safety is addressed.
• Discuss during their performance appraisal biannually – questions embedded in the template
• A quiz is embedded in the induction manual to check their understanding, incorrect answers are addressed one on one with the staff member or volunteer
• Incident/complaints reports and risk assessment reviews will determine if processes are being followed

10. Identifying children and other cohorts

When an individuals enrols with Serve It Up our enrolment form will capture data to help us address needs of a diverse cohort of students, and ensure staff awareness. The following cohorts will be flagged with an enrolment events in VETrak to ensure staff can provide the right service and support.  

• Student under 18
• Aboriginal and Torres Strait Islander students
• Students who identify as needing specific support
• Students who state they have a disability – even if they have not selected support required

In addition, our forms collect preferred names and we ensure our trainers are provided these names to use in the classroom. Emails and other communications use the preferred name.

11. VET Delivered to secondary school students

In addition to other procedures VDSSS classes will have additional processes in pace to ensure the safety of school students.

• Students must always be supervised by a staff member with a WWCC
• All staff made aware when VDSSS classes are being run
• Attendance sent to the school representative within 1 hour of class starting – secondary school to follow-up absences
• Secondary school to provide the students with information on how to travel safely to and from our school, safe travel is the schools and the individuals responsibility
• Classes will not be held past 6pm
• Students must all leave the building together

12. Stakeholder Engagement

Serve It Up consults with students, families of students under 18 and schools its works with about our standards and approach to child safety. Outcomes of the surveys are emailed to the training manager and CEO. If items do not require immediate action they will be addressed at the next staff meeting and added to the agenda.

Serve It Up does this by:

• Parents & Guardians of students under 18 must provide consent on their enrolment forms. This excludes online self-paced food handlers certificate and the RSA certificate trained virtually.
• Progression student surveys sent to all students – in courses that span greater than 5 sessions
• Completion student surveys sent to all students after their qualification
• Family progression survey: sent to all parents of students under 18 in VDSSS courses
• Engagement with the schools of our VDSSS student to review our policy and procedures and provide feedback and improvement.

13. Visitors and contractors

To ensure our physical premises are safe at all times we monitor visitors and contractors in our school/student spaces. At reception we have a visitor and contractor sign-in register. Staff and students do NOT need to sign in as they use the attendance register and staff are on a roster.

Visitors will be assigned a supervisor whilst onsite. Supervisors will be staff, they will show the visitor or contractor the required areas in the venue they need to visit, they do not need to be with the visitor or contractor the entire time unless in the presence of students without other staff or they have not provided a WWCC.

Where possible contractors required to come to sire are encouraged to come at times when students are not in the building.

14. Useful links

Below are useful links for students and staff alike covering different aspects of child safety:

• Emergency Services (Police) 000

• Kids Helpline – 1800 55 1800 – support children with confidential counselling
• Sexual assault crisis hotline – 1800806292 – confidential crisis counselling service for people who have experienced both past and recent sexual assault
• Safe steps – 1800 015 188 – 24/7 family violence response centre –
• PROTECT website – Information on child protection in Victoria
• 1800RESPECT – confidential information counselling and support service for those impacted by domestic, family or sexual violence
• Ask Izzy – https://askizzy.org.au/
• CASA House – Information on sexual abuse prevention programs and helpful resources https://www.secasa.org.au/secasa-resources/
• The Orange Door – provides support and safety planning and connection to other services such as mental health, financial aid, counselling and accommodation
• Queerspace – provides counselling, case management, advocacy and other support services for those in the LGBTIQ+ community
• Bravehearts – website dedicated to the prevention of child sexual abuse
• VACCA – Support aboriginal communities by offering program and education in all areas of life
• Commission for children and young people – Information on child safe standards, resources for children and young people and information on their rights

• Safety of children with a disability [PDF 250KB]
• Safety of children from culturally and linguistically diverse backgrounds [PDF 229KB]
• Cultural safety for Aboriginal Children [PDF 435KB]
• Foundational Theories and Knowledge – Supporting children and young people who identify as LGBTIQA+ Practice Paper

15. Version Control

Serve It Up reviews this policy at a minimum 4 times per year, in addition it will be reviewed if the following occurs:

• Amendments are needed and identified during risk assessment reviews
• following any significant incident, should it occur.
• on receiving feedback from stakeholders such as families, students, other schools and staff

We cannot guarantee you will gain employment with the successful completion of your course. We can however, guarantee, we will help students that follow our processes to find their own work and practical placements and we will provide you with support to help you in your studies. Refer to the Jobs page. 

Students are encouraged to use the facilities available in the training rooms. There are tables and seats for you to eat your lunch, and for you to relax during a break. Hunters & Disciples, our café, is available on the ground floor of our Head Office and main training location in West Melbourne. Melbourne CBD is a short tram ride.

Training Locations

Our training locations are across Melbourne, CBD and suburbs, and students will not be required to attend classes later than 9pm in the evening. All owned and operated campus locations have video surveillance in place to increase the safety of staff and students. Doors are set to automatically lock to the street by 6pm in the evenings. When a hired venue is in use, specific safety measures will be maintained, specific to the venue and the time of the class, generally if an evening class, trainers and students will leave together.

The information session will cover location specific safety information.

Computer Access

SIU has computers for your use at our head office in Melbourne CBD. These computers have software to help you do your work, and you can access the internet from them as well. If you are having problems logging on, please see Student Support.

There is a link to our statement of fees and fee information here. This includes enrolment and material fees, additional charges and reassessment fees as well as the approximate reimbursement SIU will receive from the state government per nominal hour of training for each funded qualification.

When Fees are Due

Fees can be paid upfront or via a “Gocardless” payment plan. Payment plans must be completed within the first 2 weeks of your course.  If a direct debit/payment plan bounces, you must arrange to have the payment reimbursed within 7 days.

We do not accept more than $1000 prior to commencing your course, and once commenced, no more than $1500 in advance of services delivered. Fees are compulsory and if a payment is repeatedly not received as agreed in the payment plan, the student may be withdrawn from the course.

We will only issue a statement of attainment for units which have been paid for.

Exemptions and Concessions

Concession rates are only available on tuition fees for Government Funded students accessing the Skills First Program. Students holding a current Commonwealth Health Care Card, Pensioner Concession Card or Veteran’s Affairs Gold Card, or those who are a dependent of the holder of such a card, are required to provide evidence they are a concession card holder at the time of enrolment and no later. You need only pay the minimum tuition fee specified for each course category. Material fees are not subject to a concession rate.

If a student is not a holder of a valid card or a dependent, as listed above, SIU may grant a partial concession on a tuition fee where we consider that its collection in full would impose extreme hardship. “Extreme Hardship” is not defined specifically, but the phrase indicates that the circumstances are exceptional.

Refunds 

Students that want to apply for a refund should email the request to info@serveitup.com.au. The request will be considered, and eligibility and amount of any refund determined by the head office. Students are advised of the decision within 5 business days via email .  

Refunds for courses are provided on the following basis: 

Full refund of tuition fees :  

• If Serve It Up cancels a course
• Full Qualifications: Student cancelation requests received up to the second session/within the cooling off period for qualifications only – Please note this excludes material fees where materials have been collected

No refund: 

• Materials fees – where you have collected the materials 
• Training that has already been delivered 
• Short courses and skill sets already delivered
• Short courses and skill sets enrolled longer than 4 weeks
  

Students unhappy with this decision can access the complaints and appeals process.  

Skills First Funding

If accessing Skills First Funding please ensure you read and understand how Skills First Funding works, including; eligibility and how using a funded place may affect your ability to access further skills first funding. This information is on our website under student information, fees and funding.

In the event of an incident involving injury or a medical emergency, please advise your trainer or other staff immediately or call 000. You will be advised of the location of First-Aid kits during your orientation.

All hazards should be reported to your trainer immediately, your trainer will do what is possible to fix that hazard or they will report via a online form. 

 Critical incident policy

A critical incident is defined as “a traumatic event, or the threat of such (within or outside Australia), which causes extreme stress, fear or injury”.

Critical incidents are not limited to, but could include:

• missing students
• severe verbal or psychological aggression
• death, serious injury or any threat of these
• natural disaster
• domestic violence, sexual assault, drug or alcohol abuse.
• other non-life-threatening events.

You should report a critical incident you have witnessed or been affected by to the Student Services Coordinator, or any other staff member available at the time.

Hazards

Remember, during your time at SIU, it is your responsibility to contribute to a safe working environment.

If you notice any hazard or potential danger within SIU it should be reported immediately to your trainer or other SIU staff.

Emergencies and First Aid

In the event of an incident involving injury or a medical emergency, please advise your trainer or other staff immediately or call 000. You will be advised of the location of First-Aid kits during your orientation.

Fire & Emergency Drill Procedures
SIU uses several training locations. During your orientation session you will be familiarised with the emergency exits and the evacuation procedure. You have an obligation to comply with a fire warden in the event of an evacuation.

No Smoking Policy
SIU has a no smoking policy that prohibits smoking anywhere in the building, including toilets. Smoking within 4 meters of a building doorway is also an offence which carries a fine. 

Students should not smoke at the front of the building to be considerate to our neighbours. If you must smoke, please exit the building area to Spencer St to do so, extinguish the butt and dispose of it safely in a rubbish bin or butt bin.

You will be provided with surveys throughout your course. One internal survey that is quick and gives us specific information on how we can improve our services. You will also be asked to answer a government survey (AQTF) which will be provided at the end of your course via an email link. In addition, you may be contacted by NCVER or the department of higher Education Skills Group to participate in one of their surveys; these are optional.

If at any time throughout your studies you wish to provide us with suggestions or feedback please call us, speak to your trainer or email the office. We appreciate all feedback. 

 SIU recognises that students will occasionally have a grievance concerning their courses or other administrative matters. SIU is committed to ensuring a clear, fair and equitable process aimed at positive resolutions and the restoration of positive and cooperative relationships. SIU will maintain the student’s enrolment during the period of the complaint or appeal.

A complaint is when a student is dissatisfied with a service or treatment received at SIU, by our staff, other SIU students or a third-party providing referral services.

An appeal is when you believe a decision made by SIU is unfair or incorrect and you want that decision reviewed.

If a person or company other than SIU has directed you to consider a course with us and you are unhappy with their advice or information provided, please contact us immediately.

If you were provided, from any person or company, with any incentive to enrol with SIU, please let us know immediately. If another company represents themselves as the training organisation or misrepresents themselves as having a direct government endorsement, please inform us immediately.

 Students who are concerned about the conduct of Serve It Up staff, trainers and assessors, students and/or third parties relating to Serve It Up and/or management are encouraged to attempt to resolve their concerns using this process.

All complaints and appeals will be handled professionally, fairly and equitably and confidentially in order to achieve a satisfactory resolution. 

At any stage in the internal complaint or appeal process, students are entitled to have a person of their choosing to accompany and support them. Students may raise any matters of concern relating to training delivery and assessment, the quality of the teaching, student amenities, discrimination, sexual harassment and other issues that may arise.
A student’s enrolment must be maintained whilst an internal complaint or appeal is in progress and the outcome has not been determined.

Serve It Up will encourage the parties to approach a complaint or appeal with an open mind and to attempt to resolve problems through discussion and conciliation. Where a complaint or appeal cannot be resolved through discussion and conciliation, Serve It Up acknowledges the need for an appropriate external and independent agent to review the process followed by Serve It Up.

If there is any matter arising from a student complaint or appeal that proves to be a systemic issue which requires improvement action, the matter will be reported to Serve It Up management meeting as part of the continuous improvement process.

Informal Complaint – Email, Call or talk Face-to-face 
Student or (other person) may make a complaint via phone, email, or verbally to an office staff member or trainer. Ideally the complaint is handled then and there if possible.

If the complaint cannot be resolved at that time is should be escalated to the Training Manager or Operations Manager. 

Formal Complaint – Email Complaints and Appeals form 
If the student is still not happy with the result, they must ensure they have lodged a formal complaint and appeal form, via info@serveitup.com.au and this then turns into a formal internal complaint that can be formally appealed.

Serve It Up must respond in writing (via email is possible) to any lodged complaint and appeal form within 5 business days. If the student is not happy with the resolution documented by Serve It Up, they have 30 days to appeal the decision.

The Appeal
The appeal should be in the form of a face-to-face meeting with the Operations Manager and/or CEO and student in which the issues and resolutions will be formally documented. To book an appeal meeting the student can call the office of email info@ serveitup.com.au. The appeal meeting must be heard no later than 5 business days after receiving the request, unless a later date is requested by the student.

Each party may bring with them a third party or advocate. Alternatively, if any party involved is unable to attend the meeting, the Serve It Up CEO or their delegate may contact them and allow them to respond in writing in relation to the complaint or appeal. The student will have an opportunity to formally present their case. And Serve It Up will have the chance to respond with why their decision was made.

Discussion, decisions and solutions should be documented and signed by both parties. Copies will be kept on the students file. If the student is still not happy with the result they can lodge an external complaint.

Where Serve It Up considers more than 60 calendar days are required to process and finalise the complaint or appeal, Serve It Up will inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and will regularly update the complainant or appellant on the progress of the matter.

External appeal process
If a student is not satisfied with the processes followed by Serve It Up in relation to their complaint or appeal, they are advised to request mediation via our external appeals company, Mediation Institute Pty Ltd . They provide a formal, external and independent dispute resolution service. If a student chooses to use this complaints and appeals process, the student’s enrolment will be maintained during the process. SIU will cover the costs of Mediation Institute handling the complaint. 

Appealing to the VRQA
If students are still not satisfied with the result from the external appeals process, they can then report the complaint directly to the VRQA.

http://www.vrqa.vic.gov.au/complaints/Pages/default.aspx

Preservation of rights
Initiating this process does not inhibit student’s rights to pursue other legal remedies. Serve It Up acknowledges that students are entitled to resolve any dispute by exercising their rights to other legal remedies.

Outcomes
If the internal or external complaint handling or process results in a decision that supports the student, Serve It Up will immediately implement any decision and/or corrective and preventative action and advise the student of the outcome.

Collection of personal information 

The types of personal information we may collect and hold includes (but is not limited to): 

• Information provided to us when a student enrols in a  course, including a student’s name, age, address, occupation, educational background, health and disability details, contact details, their VSN (Victorian Student Number), their USI (Unique Student Identifier); 
• Information provided to us in the course of employment, including name, age, address, occupation, education background, health details and contact details; 
• Information about other people who come into contact with a member of the Serve It Up team. 

We will generally collect personal information by way of forms filled out by people, face-to-face meetings, interviews, business cards, telephone conversations and from third parties.  

We may also collect personal information from the use of our website. The only information we collect about people when they use our website is what a person chooses to tell us about themselves, for example, information provided in an email communication. However, it is noted that some of this information will not be personal information because it will not necessarily reveal a person’s identity. 

Use and disclosure of personal information 

Serve It Up may use and disclose personal information for the primary purpose for which it was collected, for reasonably expected secondary purposes, and in other circumstances authorised by the Privacy Act. In general, we use and disclose personal information for the following purposes only: 

• To conduct our business – that is, the provision of vocational education and training; 
• To communicate with a person; and 
• To comply with our legal obligations. 

We may disclose personal information to other members of the Serve It Up team, to other companies or individuals who assist us in providing services or who perform functions on our behalf (such as for the purposes of a Work Placement), courts, tribunals and regulatory authorities, and anyone else to whom a person authorises us to disclose it.  We will take reasonable steps to ensure that anyone to whom we disclose personal information respects the confidentiality of the information and abides by the NPPs or equivalent privacy laws. 

Access to personal information 

Subject to the exceptions set out in the Privacy Act, a person can gain access to personal information that we hold about that person by application in writing or email.  We will handle all requests for access to personal information in accordance with the NPPs.  If for some reason we refuse to give access to such personal information, we will provide the person concerned with reasons for our refusal in accordance with the Privacy Act. 

Management of personal information 

In accordance with the Privacy Act, we take reasonable steps to protect the security of personal information held by us.  This includes protecting the information from misuse or loss and from unauthorised access, modification or disclosure, for example, by the use of physical security and restricted access to electronic records.  Where we no longer require a person’s personal information for a permitted purpose under the NPPs, we will take reasonable steps to destroy it. 

Serve It Up endeavours to ensure that the personal information it holds is accurate, complete and up-to-date. Generally, we will amend any personal information about a person held by us which is inaccurate, incomplete or out-of-date if the person requests us to do so. If we disagree with a person’s view about the accuracy, completeness or currency of a record of personal information held by us, and the person asks us to associate with that record a statement that the person has a contrary view, we will take reasonable steps to do so. 

Sensitive information 

Some personal information we collect is ‘sensitive information’.  Sensitive information includes personal information relating to a person’s health, racial or ethnic origin, political opinions, religion, trade union or other professional or trade association membership, sexual preferences, or criminal record. 

Sensitive information will be used or disclosed only for the primary purpose for which it was collected or a directly related secondary purpose, unless a person agrees otherwise, or where certain other limited circumstances apply (for example, where required by law). 

Cookies 

A cookie is a small file placed in a web browser that collects information about your web browsing behaviour. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (e.g. name, address, email address or telephone number). Most web browsers automatically accept cookies, but you can choose to reject cookies by changing your browser settings. However, this may prevent you from taking full advantage of our website.  

Our website uses cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Adwords. These ads may appear on this website or other websites you visit.  

SIU Privacy Statement – Student Declaration

The following is documented as a declaration you will make during enrolment. 

Your privacy is important to SIU. All personal information about you is treated in the manner required under the National Privacy Principles as set out in the Privacy Act 1988, Privacy Amendment (Private Sector) Act 2000 and the Australian information Commissioners Act 2010 or other relevant acts. I understand that SIU is required to provide the Victorian Government, through the Department of Education and Early Childhood Development, with student and training activity data which may include information I provide in this enrolment form. Information is required to be provided in accordance with the Victorian VET Student Statistical Collection Guidelines (which are available at: http://www.education.vic.gov.au/training/providers/rto/Pages/datacollection.aspx )

The Department may use the information provided to it for planning, administration, policy development, program evaluation, resource allocation, reporting and/or research activities. For these and other lawful purposes, the Department may also disclose information to its consultants, advisers, other government agencies, professional bodies and/or other organisations. This information may include personal and contact details, course enrolment details and changes. Personal information includes but is not limited to information concerning your work, studies, ethnicity, gender, living arrangements and languages spoken. You may request access at any time to information that we hold about you, and you have the right to ask us to correct information if you believe that information about you is inaccurate, incomplete or out of date. We will only disclose your personal information to others if you provide SIU with a written request or where the law permits or requires SIU to do so. For more information in relation to how student information may be used or disclosed please contact SIU on phone (1300 555 748) or email – info@serveitup.com.au

NCVER Privacy Statement 

Under the Data Provision Requirements 2012, SIU is required to collect personal information about you and to disclose that personal information to the National Centre for Vocational Education Research Ltd (NCVER).

Your personal information (including the personal information contained on your enrolment form) may be used or disclosed by SIU for statistical, regulatory and research purposes. SIU may disclose your personal information for these purposes to:

• Commonwealth and State or Territory government departments and authorised agencies,
• NCVER;

Personal information that has been disclosed to NCVER may be used or disclosed by NCVER for the following purposes:

• Populating authenticated VET transcripts;
• Facilitating statistics and research relating to education, including surveys and data linkage;
• Pre-populating RTO student enrolment forms;
• Understanding how the VET market operates, for policy, workforce planning and consumer information; and
• Administering VET, including program administration, regulation, monitoring and evaluation.

You may receive a student survey which may be administered by a government department or NCVER employee, agent or third-party contract or other authorised agencies. Please note you may opt out of the survey at the time of being contacted.

NCVER will collect, hold, use and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the National VET Data Policy and all NCVER policies and protocols (including those published on NCVER’s website at www.ncver.edu.au).

Victorian Government VET Student Enrolment Privacy Notice

The Victorian Government, through the Department of Education and Training (the Department), develops, monitors and funds vocational education and training (VET) in Victoria. The Victorian Government is committed to ensuring that Victorians have access to appropriate and relevant VET services. Any personal information collected by the Department for VET purposes is protected in accordance with the Privacy and Data Protection Act 2014 (Vic) and the Health Records Act 2001 (Vic).

Collection of your data: SIU is required to provide the Department with student and training activity data. This includes personal information collected in the SIU enrolment form and unique identifiers such as the Victorian Student Number (VSN) and the Commonwealth’s Unique Student Identifier (USI). SIU provides data to the Department in accordance with the Victorian VET Student Statistical Collection Guidelines, available at: http://www.education.vic.gov.au/training/providers/rto/Pages/datacollection.aspx

Use of your data: The Department uses student and training data, including personal information, for a range of VET purposes including administration, monitoring and planning. A student’s USI may be used for specific VET purposes including the verification of student data provided by SIU; the administration and audit of VET providers and programs; education-related policy and research purposes; and to assist in determining eligibility for training subsidies.

Disclosure of your data: As necessary and where lawful, the Department may disclose VET data, including personal information, to its contractors, other government agencies, professional bodies and/or other organisations for VET-related purposes. In particular, this includes disclosure of VET student and training data to the Commonwealth and the National Centre for Vocational Education Research (NCVER).

Legal and Regulatory: The Department’s collection and handling of enrolment data and VSNs is authorised under the Education and Training Reform Act 2006 (Vic). The Department is also authorised to collect and handle USIs in accordance with the Student Identifiers Act 2014 (Cth) and the Student Identifiers Regulation 2014 (Cth).

Survey Participation: You may be contacted to participate in a survey conducted by NCVER or a Department-endorsed project, audit or review relating to your training. This provides valuable feedback on the delivery of VET programs in Victoria.

Please note you may opt out of the NCVER survey at the time of being contacted.

Consequences of not providing your information: Failure to provide your personal information may mean that it is not possible for you to enrol in VET and/or to obtain a Victorian Government VET subsidy.

Access, correction and complaints: You have the right to seek access to or correction of your own personal information. You may also complain if you believe your privacy has been breached. For further information, please contact SIU in the first instance by calling 1300 555 748 or emailing info@serveitup.com.au 

Further information: For further information about the way the Department collects and handles personal information, including access, correction and complaints, go to: http://www.education.vic.gov.au/Pages/privacypolicy.aspx 

For further information about Unique Student Identifiers, including access, correction and complaints, go to: http://www.usi.gov.au/Students/Pages/student-privacy.aspx

Student Declaration 

The following is documented as a declaration you will make during enrolment. 

I understand that information provided by me on this form may be sent to State and Commonwealth government agencies, and I consent to that use.

I understand that Serve It Up is required to provide the Victorian Government, through the Department of Education and Early Childhood Development, with student and training activity data which may include information I provide in this enrolment form. Information is required to be provided in accordance with the Victorian VET Student Statistical Collection Guidelines (which are available at http://www.education.vic.gov.au/training/providers/rto/Pages/datacollection.aspx). The Department may use the information provided to it for planning, administration, policy development, program evaluation, resource allocation, reporting and/or research activities. For these and other lawful purposes, the Department may also disclose information to its consultants, advisers, other government agencies, professional bodies and/or other organisations. This information may include personal and contact details, course enrolment details and changes. Personal information includes but is not limited to information concerning your work, studies, ethnicity, gender, living arrangements and languages spoken.

You may request access at any time to information that we hold about you, and you have the right to ask us to correct information if you believe that information about you is inaccurate, incomplete or out of date. We will only disclose your personal information to others if you provide Serve It Up with a written request or where the law permits or requires Serve It Up to do so.

For more information in relation to how student information may be used or disclosed please contact Serve It Up on phone 1300555748 or email info@serveitup.com.au.  

Photos & Videos of students

Serve It Up may take photos and videos of you in class. These photos and videos might be used in advertising material on our website or other social media. Where required, photo consent forms will be used. 

Please tell your trainer if you do not wish to be included in photos or video taken in class.

Brokers and Third Parties

SIU uses Brokers and Third Parties to help market our courses. SIU takes all reasonable measures to use third parties that have an appropriate knowledge and understanding of the Australian education industry and does not use third parties who are dishonest or lack integrity.

Our approved Third Parties/Brokers refer students to our courses, however a SIU staff member will always undertake the following:

• Complete pre-training reviews and assess individual capabilities to undertake the course
• Enrolment and information sessions including reviewing enrolment paperwork and confirming acceptance in the course
• Undertake training and assessment activities and sign off competency .

Approved third parties/brokers are listed on our website.

Please ensure the marketing materials provided to you are from our school directly. If you would like to report poor marketing practices or require further information, please contact us directly: info@serveitup.com.au

Testimonials

Where a student provides a written testimonial via email or Google, we may use this testimonial for future advertising.