Quality assurance

Quality assurance

Driver Safety Services is committed to the provision of quality training and assessment services, flexible delivery and a high standard of customer service.

We aim to build and retain long-term relationships with our clients by:

Our commitment to these objectives is confirmed by a quality management system certified to AS/NZS 9001:2000 which ensures continual monitoring and improvement of our Training and assessment services, and compliance with the Australian Quality Training Framework (AQTF).

Code of practice

General

Driver Safety Services is committed to the provision of quality training and assessment services, flexible delivery and a high standard of customer service.

Driver Safety Services' Occupational Health and Safety policy ensures the safety, health and welfare of its employees, contractors, clients and visitors. It is the responsibility of employees, contractors and clients to comply with occupational Health and Safety requirements, and to report any known or observed hazards.

This Code of Practice applies to all Training and/or Assessments conducted by or on behalf of Driver Safety Services.

Access and equity

Training and assessment programmes provided by Driver Safety Services are available to all members of the community who meet eligibility criteria and are capable of performing the required tasks in a safe and efficient manner, free from harassment or discrimination of any kind. (Eligibility requirements are defined in course information leaflets).

Confidentiality of records

Client information recorded as a result of attending training/assessment at Driver Safety Services shall be treated as confidential. Access shall be restricted to relevant Driver Safety Services staff and information will only be released to the client, a person authorised in writing by the client, or as required by law.

Training and assessment

Training courses are provided on a regular basis at venues in Hobart, Launceston and the Northwest coast of Tasmania.

Heavy vehicle driver training and assessments are conducted on a 1:1 basis, and are provided 'on demand' subject to availability of vehicles and/or Trainer/assessors.

Flexible delivery options are available (by arrangement), including delivery location, on-site delivery, weekend and after hours delivery, customisation, 1:1 training & assessment and RPL options (see Recognition of Current Competencies).

Assessments are competency based, are conducted in accordance with documented assessment criteria and include both knowledge and practical components. (Knowledge assessments may be written or oral).

Re-assessments are provided free of charge to persons not meeting the relevant assessment criteria, who have completed a full training course.

Additional training (where required) is arranged in consultation with the client and/or the clients employer, and is provided on an hourly cost basis.

Re-assessments for persons undertaking a shortened course or 'assessment only' will incur additional cost.

Recognition of current competencies

Applicants, who believe they have the necessary knowledge and skills to satisfactorily complete the required tasks, may apply for Recognition of Prior Learning (RPL). Sufficient, valid and reliable evidence of current activity/experience will be required to support your application.

Mutual recognition

Driver Safety Services shall recognise the qualifications and Statements of Attainment issued by other RTO's.

Recognition of prior learning and Mutual recognition obligations shall not extend to the issuing of a 'certificate of competency', without appropriate assessment(s) by Driver Safety Services assessors.

Course fees

Course fees are detailed in the relevant course information leaflets. A deposit of 20% is required at registration, with remaining fees payable in full at least 14 days prior to commencement of training. Where course fees are to be paid by an employer or other organisation, a Company Purchase Order will be required. (See course registration form for payment options).

Cancellations and refunds

Training/assessment may be cancelled without notice if course fees are not paid in full at least 14 days prior to commencement, or a Company Purchase Order received.

Organisations sponsoring training/assessment which is provided on a 1:1 basis, will be charged an amount equal to a minimum of 4 hours training at the relevant hourly rate where a person fails to attend their training course or assessment.

A full refund of fees paid shall apply in the event of a course being cancelled by Driver Safety Services, unless alternative arrangements have been made.

A full refund of fees paid, less administration cost (where applicable), shall apply only where at least 14 days notice is given of withdrawal.

Exceptions to this policy may be granted where extenuating circumstance exist

Complaints, grievances and appeals

Driver Safety Services has in place procedures for dealing with complaints and unresolved grievances. Complaints and grievances concerning Driver Safety Services, it's staff, quality of service, quality of training, method of assessment or any other matter should be made in writing and addressed to the Manager, within 14 days of a causing event. Confidentiality will be maintained and a written statement of the outcome and reasons for the decision provided to all parties.

An appeal may be made against the outcome of a complaint, grievance or disciplinary action. Such appeals should be made in writing and addressed to the Manager within 14 days of a decision. Appeals unable to be resolved by the manager, shall be referred to an independent person or panel. If still unable to be resolved, applicants will be advised to pursue the matter through the civil courts.

Disciplinary procedure

Persons attending training courses and assessments provided by Driver Safety Services are required to comply will all relevant legal and OH&S requirements. Where a breach of these requirements is detected, or where a participant refuses to comply with a reasonable instruction, or whose behaviour, attitude or actions are considered inappropriate distracting or dangerous, then that persons training or assessment will be suspended immediately and a written report forwarded to the manager for action. Applicants may appeal disciplinary action as described above.

Welfare and guidance services

Participants requiring guidance, welfare or other services should seek advice from Driver Safety Services staff for a referral to an appropriate service.

Marketing

All promotion and marketing material shall be ethical, free of ambiguities and misleading information, and comply with all relevant Standards, legislative and contractual requirements.

Driver Safety Services shall ensure that information relating to its products and services is available to clients and prospective clients, and is continually reviewed for accuracy and relevance.