Student Handbook

Guide to this Handbook


The information contained in this Handbook includes important details about how our school works, what you can expect from us and your rights and obligations as a students. 

This sets out your terms and conditions of enrolment. 

On submitting your enrolment you are declaring you have read, understood and agreed to all policies & procedures within this student handbook.

Please read this handbook carefully and ask questions about anything you do not understand before enrolment.

If you require further information contact the office.


About Serve It Up

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.

Recommended Apps to Download

Canvas Online Learning Management System (LMS) used by SIU students
PTV Journey Planner
Zoom Online classes
Zomato Food and Drink Rating
Tram Tracker Live Updates and Tram Times
Todait Study planner
Headspace Meditation
TED Talks Inspirational and motivational talks

Helpful Contacts & Useful Links

SIU Contact Details

Address Unit 39, 617-643 Spencer Street, West Melbourne, Victoria, 3003
Phone 1300 555 748

Victorian Registration and Qualifications Authority (VRQA)

Phone 03 9637 2806

Fair Work (for payrates & work conditions)


Lifeline Australia (Crisis Support & Mental Health)

Phone 13 11 14

Public Transport Victoria (PTV)


Department of Education, Employment & Workplace Relations

Phone 1300 363 079

Student Housing



Le Student 8

Melbourne Events and Activities


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


Covid 19 Vaccination Policy for staff and students

We follow the current Victorian covid safe settings for the the Education Industry.  Staff need to be vaccinated as per the industry requirements.  Students do not need to check-in or show proof of vaccination.

    Application Process

    DOWNLOAD the course brochure and the statement of fees from 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.

    Pre-Training Review and Enrolment

    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.


    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 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 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, 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



      Student Support

      Contact SIU Student Support on:

      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.


      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.


      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.


      Training & Assessment Procedures

      Training & Assessment & Reassessment (Student handbook)   

      Our Trainers & Assessors  

      All trainers and assessors working for SIU 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 

      We have a variety of different training locations and delivery methods depending on the course you are enrolling in. These include: 

      1. Classroom: face-to-face classes in a physical location. We have a number of locations around Melbourne. 
      2. Online: Live trainer led classes led theory classes on Zoom or Teams 
      3. 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.  

      Our classes are not self-paced and you need to attend the majority of sessions. If a practical observation is completed in a class that you miss you must compete a catch-up class.  

      Book a catch-up class via the form on our website.

      If you miss a single theory class 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.   

      If you miss multiple  classes , you may be required to join a new class if one is available/suitable as catching up on course work will be difficult.  You may need to defer until a suitable course option is available. Course swap could be different days, time or locations, we cannot guarantee the same day, time or location will be available.  

      If you are disruptive, arrive late, leave early or miss too many classes this could result in official warning letters, cancellation or deferral of your studies. 

      We require all students to display consistent engagement and progression with the course to remain enrolled. For students who utilise Skills First funding especially, there are particular requirements for evidence of participation every month. 

      We monitor student progression based on assessments submitted, classes attended and work completed.  You can view the status of your enrolments and associated units by logging into the VETtrak student portal. 

      For students who do not demonstrate progression, we will attempt contact using email, sms and phone calls to best help get that student back on track. For students who continually demonstrate no progression or engagement or contact with us, we will follow our procedures for course withdrawal. 

      Digital platforms we use 

      Vettrak Student porta  

      You are provided with a unique login into Vettrak our student management system. This system is where we collect all your assessment marks, attendance, and other personal information. You can view your progress via the portal at any time. It will show what assessments “tasks” have been submitted, class attendance, training plan/schedule and invoices, plus much more.  



      Zoom or Teams  

      Virtual Classes 
      Virtual classes may also be referred to as online or blended classes. Depending on the course and course delivery you select, some or all of your classes may be delivered via Zoom or Teams. These will be live interactive sessions with your trainer. They cover the same content as the classroom except they are delivered online.  




      Used for all learning materials all courses and for students/classes that have digital assessments.  

      Learning Material on Canvas 

      • All online via our learning management system – Canvas  
      • Access canvas learning material via a phone, tablet or computer. You cannot use your phone if completing digital assessments.  
      • The app is available and can be utilised for immersive reader  

      Assessments on Canvas 

      All courses have the option of digital assessments and some courses will only have the option of digital assessment (no paper). Assessments are embed into quizzes. Each assessment will represent a task in VETtrak. Assessments must be complete don a computer as the phone apps do not work effectively.  



      Types of Assessments  


      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 in order to complete these questions. Do not copy and paste answers from the learning materials, if the questions asks you to interpret the information or use your own words to describe.  

      Theory assessments could be digital or paper depending on the selection you made or available for your course.  


      • Via canvas  


      • Use blue or black pen only  
      • You must keep a copy of every assessment 
      • Submit to your trainer in class 
      • If you have finished class bring these to head office (we will distribute to your trainer)  



      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 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 


      Marking Your Assessments & Grades  


      For each unit of competency, you will be marked competent (C) or not yet competent (NYC) for the unit as a whole. Each unit may have a number of different forms of assessment; you must pass (satisfactory) 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.  

      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. 

      When are assessments marked? 

      The trainer has 10 days to mark and conclude a the assessment after receiving the completed assessment (not just a quiz) from the student. And 15 days to submit the graded assessment to head office if this is a paper assessment. Digital assessments are automatically received when the trainer concludes the assessment.  

      Authentic of Work – 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, if you do not it will be considered plagiarism or cheating and you will need to undergo reassessment as per the policy below.   

      The following are what we consider plagiarism or cheating: 

      • Copying answers from another person 
      • Another person completing your answers for you  
      • 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 and be required 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  
      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 

      Reassessment for Incorrect Answers 

      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 – Stage 1  (No extra cost)  

      Theory – 5 attempts in class. Your trainer will give you 5 attempts per question/per quiz to get the answer correct if you have not quite grasped the correct the answer each time. These 5 attempts will not be allowed for cheating or plagiarism attempts. If you require this 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 stage 2 reassessment process.  

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

      Workplace visits: If you require an additional workplace visits in order to demonstrate competency these will be charged at the rates below.  

      Reassessment – Stage 2 (Fees will apply)  

      If you are unable to obtain a satisfactory grade after 5 attempts at theory or 2 in practical skills, you will need to undergo further training & reassessment in a different setting. The type of training & reassessment will depend on the type of assessment you have undertaken.  

      1. 1 hour oral questioning session and resubmission of assessment $100 
      2. Catch-up classes with another class (fees may be waived depending on your individual situation)  
      3. 2 hour training and reassessment session including  resubmission of assessment $200  
      4. Practical skills reassessment $300 
      5. Practical Placement Visits $300  
      6. Scheduled Support Session (SSS) if available,  charged at $100 per hour session 

      How to arrange stage 2 reassessment: 

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

      Reassessment for Cheating & Plagiarism 

      We believe in the integrity of the qualifications and courses we offer. Thus we will not tolerate cheating or plagiarism within our assessments. Your work must be authentic.  

      1st Strike You will be given a warning (emailed to you), flagged on your student record with a file note that you, your trainer and the office will view. Your questions will be marked NYS 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.  

      2nd  strike: If after receiving your first warning we detect a 2nd instance of cheating or plagiarism you will be given a final warning (emailed to you)  flagged on your student record with a file note that you, your trainer and the office will view. You will be given another chance to resubmit the assessment and be charge the $100 fee for the 1 hour oral questioning session and resubmission of assessment. Payment must be made before we allow the reassessment and reassessment will be undertaken at head office.   

      3rd Strike – Your Out!  If after receiving your 2nd warning we detect a 3rd instance of cheating or plagiarism you will be withdraw from your course or qualification and no refunds will apply.   

      Reassessment for Cheating & Plagiarism 

      We believe in the integrity of the qualifications and courses we offer. Thus we will not tolerate cheating or plagiarism within our assessments. Your work must be authentic.  

      If you do not agree with your trainer’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.  

      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.  

      Our support options include: 

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

      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

      Serve It Up will provide the following support for students studying any part of their course online or face-to-face: 

      • Consult a Trainer and Assessor during class time or via you canvas email  
      • Contact our training manager for any academic or technical support by calling our head office 1300555748 between 9am and 4pm Monday to Friday (excluding public holidays)  
      • Email or leave a voicemail outside of office hours  
      • Make a booking with a one on one support trainer. Call or email as above to arrange a time
      • Drop into our head office between 9am and 4pm Monday to Friday (excluding public holidays)
      • Support (academic or technical) can be provided in a number of ways: over the phone, face-time, zoom, teams, email instructions or face-to-face
      • We will endeavor to handle any support issues within the same business day. However, we will ensure respond within 2 business days

      Entry Requirements & Induction

      Serve It Up conducts a detailed Pre-Training Review of a prospective student’s training and assessment needs to establish whether the course in question is appropriate for their needs. 

      Our review includes: 

      • Self-assessment of digital literacy 
      • Assessment of Language, Literacy and Numeracy (LLN) strengths and areas where we may provide additional support 
      • Discussion between the student and the trainer to identify any additional support that may  be required and assess if completing aspects of the course online is appropriate   

      Serve It Up uses Canvas, a Learning Management System (LMS), for the online components of our courses. In order to use Canvas, students will require: 

      • A device (laptop/desktop/tablet) with access to the internet (broadband cable/ ADSL or NBN) 
      • A web browser, preferably Chrome or Firefox. 

      Students will also be required to use the internet to browse and conduct research and access recommended webpages that form part of your self-paced learning. 

      Students have access to free WIFI at our premises as anytime and access to hire a laptop whilst in the building (day only hire – please note, laptops cannot be removed from our premises).  

      Learning Materials

      Our online course materials are mainly provided via canvas our learning management system. This learning content is provided in a variety of ways ensuring we cover all different learning styles.  

      They include: 

      • Graphics and animations 
      • Videos 
      • Audio 
      • Guided content 
      • Downloadable PDF learner guides  
      • Supported help sessions if a student requires further training and understanding of a topic  
      • The online elements of the course are also available in paper form if requested 

      Our learning materials meet the requirements set out by the Web Content Accessibility Guidelines 2.0.  

      Canvas has documented its commitment to the Web Content Accessibility Guidelines 2.0 here:  

      Student Engagement

      Serve It Up offers an engaging and collaborate online learning experience. Where possible 2 trainers will be assigned to online/zoom delivery to ensure whether there is 1 or 10 students online greater interaction is achieved.  

      Students are shown how to use zoom and canvas to increase engagement with peers and trainers. During zoom classes we encourage cameras on and the use of the “hand” function and messages to ask questions. In canvas we encourage the use of the internal canvas email system.  

      Zoom has documented its commitment to the Web Content Accessibility Guidelines 2.0 here:

      Feedback for the online component of the course is collected via our internal student survey once mid-course and one more general survey on completion. In addition, we constantly ask the students if they require additional assistance or feedback.   

       We monitor and act on activity and non-participation in many ways: 

      • Last student activity within canvas  
      • Total student activity within canvas 
      • Details of student contact with trainer 
      • Task reports of submitted assessments and class attendance within Vettrak our student management system 
      • Students that have non-activity greater than 30 days will be identified and addressed via our internal processes for “evidence of participation”  

      Mode and Method of Assessment

      Forms of assessment may include: 

      • Written (includes short answer, multiple choice and case studies) 
      • Practical simulation/demonstration (recorded and uploaded or completed in our classroom) 
      • Third party reports to supplement other evidence  
      • Oral questioning  

      Trainers and Assessors

      All Serve It Up trainers delivering/assessing online qualifications/units of competency are required to complete an induction (passport to canvas and the SIU induction via canvas). In addition they receive one-one-one training with their training manager prior to starting with us.  

      Our trainers will all have experience with canvas troubleshooting and tip and tricks. These trainers and assessors will undertake further professional development in online delivery as required.   

      If you trainer cannot provide you with the support you need please refer to section one on support and contact/email head office.  

      Practical Placements

      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


      • 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


      • 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


      • 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 

      Completions & Certificates

      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.

      Deferrals, Withdrawals and Recommencements

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


      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.


      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 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.


       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.


      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 – 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.



      Code of Conduct - Students & Staff

      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.

      This is OK This is NOT OK
      Human Rights and Equity
      Treat everyone with courtesy and respect, irrespective of gender, sexual orientation, race, ethnic or cultural background, disability, marital status, age or political conviction. Disrupt, interrupt or interfere with the rights of other students to a positive learning environment including wilful, unlawful, violent or other unsafe disruptions of classes.
      All staff and students have the right to be themselves and express their political, social and religious views. Accept that others may have a differing view. Do not force your views onto others.
      Celebrate religious or cultural special events at school or take approved time off to attend these special events/days. Discriminating against anyone on the grounds of gender identity, sexual orientation, lawful sexual activity, marital, parental or carer status, pregnancy, breastfeeding, age, physical features, impairment, race, ethnicity, political or religious belief or activity, or industrial activity.
      If you see or hear something that is Not OK, report this, even if this is not happening to you. Help us keep our school safe. Bullying, intimidating or assaulting any person or use insulting or offensive language or behaviour, racist or sexual abuse or possess or use any weapon while on SIU property.
      When referring to Aboriginal and Torres Strait Islander people. The preference is to use ‘First Nations people’, ‘Aboriginal and Torres Strait Islander people(s)’, or ‘Indigenous Australians’. Ensure you keep the word people and do not shorten. Racism, vilification or cultural bias, specifically racism towards Aboriginal and Torres Strait Islanders. Calling someone names, shortening term Aboriginal People.
      Physical Touch
      Accidently touching someone walking past Touching the torso between neck and knees.
      Staff member helping you hold a piece of equipment or adjusting your hands Anyone touching your bottom, genital areas, breasts.
      Arms around each other for a planned and approved photo, includes staff and trainers Other people hugging you if it makes you feel uncomfortable.
      Hugs if this is reciprocated (ask first)  
      Email communications between staff and students about your course and course related communications. Staff emails must come from their specific company email address. Students and Staff communicating on a personal nature via any communication platform.

      SMS communications between staff and students about your course and course related communications.

      Some trainers may use their own mobiles for responding to texts or calls, generally all will be sent from VETtrak our student management system.

      Any person sexting another person from school. Sexting is sharing of a sexually explicit picture or video via mobile phones, instant messaging apps, and/or social media sites.
      Call people by their preferred names, Swearing, profanities or rude jokes.
      Avoid gender specific grouping Use Hi Class, Hi Team, Hi Everyone Using words, nicknames and language that is culturally or socially inappropriate.
      Use your mobile in class to take pictures of course work prepared. Mobile phones are not to be answered or used to SMS during class.
      Social Media
      Follow and Like our company pages and make comments Make a false social account and befriends students or staff.
      Students and staff to make a positive course/school related comment or post to a school social media page/post. Students and Staff to befriend each other’s personal accounts.
      Students to make friends with other students – if they reciprocate it Staff to private message or follow students, or accept students following or messaging them.
      Leave an honest review on any social platform including google Staff or students to post on private pages in our uniforms.
      Upload course appropriate images of items (not people) to social media pages. Make a statement about a staff member of business that is false or misleading or might negatively affect their brand or business. Issues should be lodged via the complaints process. This excludes google reviews providing honest feedback.
        Bully or harass a staff member or student on social media platforms and messaging applications.
      Socialising with other students and staff
      Students can make friends with other students Students Over 18, should be aware of encouraging inappropriate relationship with under 18.
      Have friendly professional relationship in class with staff and other students Engaging in unlawful activity that is physically, sexually or emotionally harmful to a child (any person under 18 years old).
      Communicate for job opportunities Staff and students – regardless of age – should not hang out, outside of school – unless accidental.
        Staff befriend students and have organised catch-ups.
        Behaviour of a sexual nature that is insulting, humiliating, abusive or aggressive and treats a person less favourable and/or unfairly; including unwelcome sexual advances or unwelcome requests for sexual favours.
      Online Classes
      Use the chat function and raise your hand function, you can send private Teams chat questions and help to your trainer Do not private message other members of the class, unless to ask a course related question.
      Cameras and microphones on in a private space Do not have other people in the background on your camera, especially those under 18.
      Ask trainer for resources displayed – they will be in hour canvas Do not take screen shots or photos of the computer – including pictures of other attendees.
      Treat an online class like you are in the physical classroom. The same rules apply. Be caring for other people whilst undertaking an online class. Do not smoke or drink alcohol whilst in an online class.
      General Classroom Behaviours
      Arrive on time if not 10 minutes early Attend more than 30 minutes late without prior approval (safety reasons).

       For students that are 18 years old and over, you must follow the principles of RSA (Responsible Service of Alcohol) when preparing and tasting alcohol in the classroom. Preparing drinks and tasting recipes forms an important part of the course, but your safety is the priority. You are not obliged to drink alcohol. Please inform your trainer if you do not wish to participate and reasonable adjustment will be made.

      If your class involves the preparation of alcoholic beverages, follow the recipe, and do not consume additional beverages, including discarded drinks

      Attend under the influence of alcohol or illicit drugs.
      Pay fees and fines when due. Stealing or damaging property
      Work Health & Safety
      Report to your trainer or staff member, they will complete a hazard identification report form Work in a way that causes hazards for your yourself and others, running, leaving tripping or slipping hazards.
      Report any Incidents or near misses to your trainer or staff member, they will complete a hazard identification report form Violence.
      Keep your area neat and act in a safe manner.  
      Academic Integrity
      Use references when sourcing others work. You must not cheat (i.e. lie, copy others work, trick or deceive) in submitted work and/or during assessments or examinations or plagiarise another person’s work. “Plagiarise” means to copy texts or take ideas from another person’s work as if they were your own.
      Use AI and other search engines to help research a topic to put content into your own words (except where you are to reference specific text) Use AI and Chat GTP to respond to assessment questions.


      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.

      Child Safety Policy and Proceedures

      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.

      Child Safety Reporting Report Against a Serve It Up staff member, volunteer or contractor over 18 years Disclosure of Child Abuse  (Not a Serve It Up staff member)
      Example Trainer inappropriately touches a child under 18, on frequent occasions. Touching them on the bottom. A student under 18 tells the trainer they have not been able to come to class and complete their homework as there is family violence at home.
      What to report
      1.  Sexual offences (against, with or in the presence of, a child);
      2. Sexual misconduct (against, with or in the presence of, a child);
      3. Physical violence (against, with or in the presence of, a child);
      4. Behaviour that is likely to cause significant emotional or psychological harm; and
      5.  Significant neglect.
      6.  Breach of code of conduct (process of reporting may change if the breach does not relate to 1 or the above)
      1. Sexual offences (against, with or in the presence of, a child);
      2. Sexual misconduct (against, with or in the presence of, a child);
      3. Physical violence (against, with or in the presence of, a child);
      4. Behaviour that is likely to cause significant emotional or psychological harm; and
      5.  Significant neglect.
      6. Breach of code of conduct (process of reporting may change if the breach does not relate to 1 or the above)
      Who should and could report it

      Anyone that sees or hears about it. Such as:

      •  Parent or Guardian
      •  Child/Student
      • Another student
      • Staff member (legal requirement to report)

      You do not need proof, just reasonable belief.

      Anyone that sees or hears about it. Such as:

      •  Parent or Guardian
      •  Child/Student
      • Another student
      • Staff member (legal requirement to report)

      You do not need proof, just reasonable belief.

      How an individual can report to SIU


      Any option.


      1. Feedback form -link to form – QR code on posters at school – this can be anonymous
      2. Email the CEO
      3. Tell a staff member
      4. Call 1300 555748 if urgent.
      1. Feedback form -link to form – QR code on posters at school – this can be anonymous
      2. Email the CEO
      3. Tell a staff member
      4. Call 1300 555748 if urgent.
      5. Staff member hears or see’s it: complete an incident notification form & verbally tell the manager asap
      Follow the 4 Critical Actions – SIU Staff are legally required to follow these!

      Critical Action 1: Respond to the Emergency


      If no emergency proceed to Step 2

      1.  Training Manager and CEO must be informed verbally as soon as another staff has been made aware
      2. Call 000 if an immediate safety concern
      3. Provie first Aid if required
      4. ·Ensure the child is safe & be sensitive
      5. Ensure they are separated from the staff member in question
      6. ·Preserve Evidence if classified as a crime scene
      1. Training Manager and CEO must be informed verbally as soon as another staff has been made aware
      2.  Call 000 if an immediate safety concern
      3. ·Provie first Aid if required


      Critical Action 2: Report to Authorities/referring services
      1. CEO (or COO) Call the Police local station (MUST be reported)
      2. In private listen to the child or person making the allegation
      3. Document the facts in the individuals words
      4. 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.
      5. If child is participating in a training course as organised by their school, relevant information will be shared with the relevant staff members.
      6. CEO Report to CCYP (within 3 days – Criminal offense not to)
      7. CEO complete the ONLINE form
      8. Within 30 days provide full details & updates on finding and resolutions – to CCYP – using the same form above.
      9. Complete SIU incident notification form with 24 hours (available in Teams)




      1. Training Manager or CEO immediately call the relevant Child Protection Intake office – they will tell you whom else you should tell e.g. Host School.
      2. Ensure the child is safe & be sensitive
      3. In private listen to the child or person making the allegation
      4. 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.
      5. Document the facts in the individuals words
      6. Child Protection Intake offices, Monday to Friday, are listed below.
        1. North Division: 1300 598 521
        2. South Division: 1300 555 526
        3. East Division: 1300 360 452
        4. ·West Division: 1300 360 462
      7. If you have significant concern for the wellbeing of a child, but do not believe they are at risk of significant harm, and where the immediate safety of the child will not compromised, a referral to The Orange Door could be used.
      8. Complete SIU incident notification form with 24 hours (available in Teams)
      Critical Action 3: Contact Parents of Carers
      1. CEO to call Child Protection Services to determine if this information can be shared with parents or carers and exactly what to share.
      2. ·If Child Protection allows, inform the principal of the host school if the program is organised by their school
      3. The perpetrator could be a potential risk to other children in our school it may be necessary to communicate with the school community, seek legal advise from Child Protection or the Police.
      CEO to call Child Protection Services to determine if this information can be shared with parents or carers and exactly what to share.
      Critical Action 4: Provide ongoing Support.
      1. CEO (or COO) Investigate the allegation within their scope
      2. Prioritise the ongoing safety of the child
      3. Ensure the child is safe and remove the staff member from the presence of children until the allegation is handled.
      4. Ensure their enrolment it not at risk, whilst their situation is being resolved.
      5. Develop a student support plan in consultation with health and wellbeing professionals
      6. If required referral to health and wellbeing professionals and support services for the child and any other children that could be affected by the allegation
      1. Prioritise the ongoing safety of the child
      2. Ensure their enrolment it not at risk, whilst their situation is being resolved.
      3. Develop a student support plan in consultation with health and wellbeing professionals
      4. If required referral to health and wellbeing professionals and support services



      Privacy and Employment Law

      All allegations will be kept confidential, between the person who received the allegation, their manager, CEO or COO and other people CCPY suggested to be involved

      At all times follow The Fair Work Act and the relevant Award when managing staff performance and outcomes

      All allegations will be kept confidential, between the person who received the allegation, their manager, CEO or COO and other people CCPY suggested to be involved


      Record Keeping requirements Evidence of all communications and reports and outcomes stored in the confidential staff file in sharepoint only accessible by the CEO and COO. Evidence will be kept in a confidential file note on the students VEtrak file – the file note will direct the CEO, COO and Manager to a confidential file saved with password protect in VT docs. Passwords saved in last pass – shared folder “Managers”.

      Risk Assessment & Processes


      Conduct a risk assessment to determine if policies and procures, staff training etc need to be revised to prevent further reportable conduct from occurring. Check he reporting procedures worked and provide further staff training in required.

      Further information staff can use for reporting

      Reportable Conduct Scheme

      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.

      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 –
      • CASA House – Information on sexual abuse prevention programs and helpful 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


      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
      Date Version Description of changes Who
      15.06.2022 1 Creation of new child safety policy based on RTO requirements in child safe standards RR
      16.01.2023 2 Updated policy to include reported via online incident report and a useful links section RR
      07/05/2024 3 Simplified the policy, added more specific actions, added additional sections as per the CSS audit. AH
      14/06/2024 4 Embedded policy fully into the handbook as one section. Made small updates post CCS moderation. AH



      Jobs & Employment

      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

      Student Facilities

      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.

      Fees and Charges

      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.


      Students that want to apply for a refund should email the request to 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.

      Health and Safety

      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.


      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.

      Student Surveys

      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. 

      Complaints and Appeals

       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 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@ 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.

      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.

      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.

      Privacy Statements

      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). 


      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: )

      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 –

      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

      Victorian Government VET Student Enrolment Privacy Notice<