Connect Coaches Heavy Vehicle licencing Policy
The information below provides important information regarding our training policies and procedures. The information is important and we urge you to take the time to familiarise yourself with its contents.
In providing you with this information, our aim is to ensure you are informed about your rights and responsibilities while undertaking training with us to ensure that the time that you, and others, spend with us at training is beneficial
Welcome
Thank you for choosing Central Coast Driver Training trading as Connect Coaches to undertake your course.
We are committed to maintaining high standards in vocational education and training in a happy, congenial atmosphere.  We're proud of the reputation we have gained for training and assessing over the last 10 years on the Central Coast & Hunter regions.
We will take all reasonable steps to ensure that you will receive every opportunity to fulfill your personal potential during your training, and every endeavor will be made by staff to accommodate your individual needs.
We sincerely hope your time with us is a memorable and productive learning experience.
Click Here - Training Code of Ethics
CLIENT POLICIES & PROCEDURES
Educational Standards
Our policies and management procedures are designed to maintain high professional standards in the marketing and delivery of vocational education and training services. Such policies and procedures are designed to safeguard your interests and welfare. We are committed to maintaining an environment conducive to learning for all course participants.
Enrollment Changes
Any enrollment change is subject to program availability.  An enrollment change will not normally be considered after your program starts unless there is a compelling reason.
Cancellation & Refund Policy

Places on our courses are limited. We do this to provide you with maximum "seat time" and instructor attention to your individual needs. Because of our low numbers policy, and to ensure other participants are not disadvantaged unnecessarily, refunds can only be offered under the following circumstances:

Places on our courses are limited. We do this to provide you with maximum "seat time" and instructor attention to your individual needs. Because of our low numbers policy, and to ensure other participants are not disadvantaged unnecessarily, refunds can only be offered under the following circumstances:

A full refund may apply when;

Central Coast & Hunter Driver Training cancels a program and an acceptable alternative program cannot be offered.

You provide a minimum of 7 working days notice of your inability to attend prior to the commencement date of your course

We may provide a partial refund when;

You provide a minimum of 3 working days notice prior to the commencement date.  We may refund the fee paid less an amount equal to 10%of the applicable course fee.

You provide less than 3 working days notice prior to the commencement date.  We may refund the fee paid less an amount equal to 25% of the applicable course fee.

If you advise on or after the commencement date of your course, no refund can be given.

Please Note:  Central Coast & Hunter Driver Training reserves the right to charge an additional fee to cover the cost of all books and/or equipment provided to you unless they are returned in their original condition.

Further Course Information

Course Outcomes

We are committed to ensuring that you receive training that meets the program objectives.  In the unlikely event  that program objectives are not met during the scheduled course period, due to our failure or oversight, we will provide supplementary training at another day at an hourly rate.

Flexible Delivery

Central Coast & Hunter Driver Training applies the principles of flexible delivery in developing its programs.  We aim to maximize your opportunity for access and participation and minimise disadvantages through self-paced learning, flexible timetabling, and individualised learning, oral assessment where possible.

Conduct

Today's workplace requires employees to use their initiative; work as a team member; and be honest, loyal, tactful and courteous.  We expect that you will treat others and our staff with appropriate consideration We strive to apply the following principles of interpersonal behavior: Focus on the situation, issue or behaviour, not on the person; Uphold the self-confidence and esteem of others; Maintain constructive relationships with staff and fellow clients; Take the initiative to make things better; Lead by example; Respect the property of the Central Coast & Hunter Driver Training and others; The use of inappropriate language will not be tolerated; Mobile phones are to be turned off during classes. 

We ask that you join with us in living up to these principles at all times.
Bullying, intimidation, threats, abuse and violent behaviour will not be tolerated. Offenders will be reported to the police and their employer or other sponsoring agency and will have their participation in the program cancelled without refund of any fee paid.

Smoking 

We understand the needs of smokers but, like most workplaces, have adopted the following smoking policy to ensure everyone's opportunity to participate and safety is assured.
Employees, visitors and clients are prohibited from smoking in all buildings owned or used by the Company as part of its business activities; prohibited from smoking while training activities are current whether in a classroom or an outdoor location; prohibited from smoking in all vehicles and plant used by the Company for training and transport and in a 10-metre zone around the vehicle when stationery; prohibited from smoking in an area where flammable fuels are being decanted or used; prohibited from smoking in 10-metre zone around all buildings at the Company's Erina Depot . Employees, visitors and clients who wish to smoke during their morning tea, lunch or other designated break, may choose to light-up in an area that is outside the designated zones listed above and further, where other employees, visitors or clients are not affected by the cigarette smoke.

Your Privacy 

Central Coast Driver Training recognises your right to privacy. Our Privacy Policy (which is available on request) identifies how we handle information we gather about you. Your enrollment details and progress reports are collected and stored.  Your files only contain information pertinent to your training program and the confidentiality of all personal information in our records is protected under the National Privacy Principles contained in the Privacy Amendment (Private Sector) Act 2000.

Where State or Commonwealth funding supports training, we are obliged to submit your enrollment details for statistical purposes and we may, with your consent, release information on enrolment, attendance and performance to a third party (e.g. sponsor such as employer, rehabilitation provider etc.).  This authorization will only be valid for the duration of prescribed enrolled course/unit.

Records & Reprints 

Central Coast & Hunter Driver Training  is required to retain records relating to your achievements in our training programs.  We retain records relating to Heavy Vehicle Licences and short, non-accredited, course programs for 5 years.  Records relating to National Training Package Qualifications and Units of Competency are retained for 30 years.  You have the right to inspect your record at any time.  If you wish to view your records please contact our office.  Please note that a nominal charge may be levied to cover costs to retrieve archived records.
If you require reprints of Statements of Attainment or Qualifications during these retention periods please contact our office.  Please note that a reprint fee of $30.00 applies to all reprinted certificates and statements.

Illness

If you are unable to attend any session of your program due to illness, we ask that you advise the Administration Office immediately.  A medical certificate may be required if you are absent for more than three days and are in a sponsored program.

 
Drugs & Alcohol
 
Central Coast & Hunter Driver Training is a drug and alcohol free college. To ensure the integrity of the training, the consumption, use, sale or distribution of alcohol and/or prohibited drugs by any person on our premises is strictly forbidden.  Anyone who becomes affected by the use of substances whilst attending training may have their participation suspended or cancelled without refund.
 
Work Health & Safety
 
Central Coast & Hunter Driver Training recognises its obligations under the Work, Health and Safety Act 2012 to provide and maintain a safe and healthy environment for the benefit of all employees, contractors, trainees and visitors.  Central Coast & Hunter Driver Training operates with the philosophy that all accidents are preventable. We will make every effort in the areas of accident prevention, hazard control and removal, injury protection, health preservation and promotion, to achieve a safe and healthy workplace. We believe that health and safety at work is a shared responsibility and that the success of any health and safety program ultimately relies on the willingness of everyone to work cooperatively and with a team spirit. All employees will be consulted through an agreed consultation process to ensure WHS policies and procedures are communicated and managed effectively. Managers and Supervisors will prepare, communicate, implement and supervise safety plans, including appropriate safety training as required. They will consider safety as the prime factor when designing and implementing all work systems. All employees are also responsible for their own safety and the safety of their fellow employees and visitors. They will comply with policy and procedures and take immediate action to minimize the danger from any unsafe condition and ensure that, where such a condition exists, the Supervisor or Manager is advised accordingly.


Access & Equity
 
Central Coast & Hunter Driver Training is committed to access and equity principles and processes in the delivery of its services, as well as the elimination of all forms of discrimination.  If you feel that you are discriminated against or suffer any barrier to your participation in your program, please report the situation.
 
Harassment Policy
 
Central Coast & Hunter Driver Training  will not tolerate any harassment, victimization, bullying or any such conduct that has the purpose or effect of interfering with an individual's work performance which could create an intimidating, hostile, or offensive learning environment.  This includes harassment, victimization, or bullying because of sex, race, national origin, religion, disability, sexuality or age.
Examples of harassment may include:, unwelcome physical contact  ,repeated unwelcome invitations ,insulting or threatening language or gestures  ,continual unjustified comments about a client's work or work capacity,jokes and comments about someone's ethnicity, color, race;,pictures, posters, graffiti,electronic images, which are offensive, obscene or objectionable.,Examples of victimization may include:,unfavorable treatment like aggression refusing to provide information to someone,ignoring a person    ,mocking customs or cultures;  or ,lower assessment of clients' workExamples of bullying may include, a person who uses strength or power to coerce others by fear , behavior that intimidates, degrades or humiliates a person, aggression, verbal abuse and behavior which is intended to punish , personality clashes and constant 'put-downs ,persistent, unreasonable criticism of client work performance  ,client violence both physical and threatened against teachers.,You should be aware that differing social and cultural standards may mean behavior that is acceptable to some may be perceived as offensive by others.  Such conduct, when experienced or observed, should be reported to a staff member for investigation.  The privacy of all parties will be respected by us. 

Complaints Procedur

Central Coast & Hunter Driver Training recognises that differences and grievances can arise from time to time and therefore has a fair and equitable process for dealing with employee/client complaints.  There is a separate policy for a client to seek review/appeal of an assessment. 

We are committed to a process of continual improvement and your feedback is welcome on all aspects of program administration and delivery.  Our course Feedback Questionnaire is a source of advice on strengths and weaknesses of our service delivery.  However, in some situations you may feel it necessary to make a formal complaint in writing.
The quick settlement of any grievance that may occur is in the best interest of all parties concerned.  Therefore the following steps are implemented to ensure this happens.
 
Receipt of a Complaint

As soon as a formal complaint is received in writing, it will be recorded in our database. Any complainant must be given due respect and their action must not be the subject of inappropriate discussion throughout the company. On receipt of the complaint and if appropriate, the parties will be invited to discuss the issues in an open and positive manner, in order to find a solution agreeable to all. If matters cannot be resolved efficiently and professionally, the employee/client may contact their Trainer's Manager for assistance.  The Manager may see the parties individually, or as a group, with a view to resolving any outstanding matters. If a solution cannot be found, Management will further mediate the matter until all parties have agreed upon a resolution. Where a resolution fails to evolve, the Manager of the staff member, trainer and/or Management will enforce a solution and/or action to be implemented by all parties. During the course of the resolution, both parties may seek guidance and/or support from a peer, or Management.  These people will have no influencing or implementation power, other than to assist the process through its natural course. If the staff member's and/or trainer's Manager is party to the grievance, they will not take part in any discussions or decisions made by Management. All stages will be documented and file notes provided to all parties involved and are accessible by those concerned only by contacting Management.

Central Coast & Hunter Driver Training  is bound by its Code of Practice and, if a solution has not been reached to the benefit of all parties, the complainant has the right to representation and appeal under the relevant State or Federal Law.  
Regardless of the outcome of any grievance, the applicant will be provided with a written decision on the agreed outcome.
The outcome of all formal complaints will be recorded together with follow-up actions (if required).

Unjustified Complaints

In some circumstances, a client may submit an unjustified or vexatious compliant. The above procedure will be followed until the complaint is clearly identified as unjustified. A report will be prepared for the General Manager outlining the complaint and the reasons for it being classed as unjustified.The General Manager will inform the complainant in writing of the decision and, if appropriate will issue warnings or sanctions if the complaint is assessed as being mischievous.The complainant will also be informed that the Company may seek legal advice if the complaint is damaging to the Company or its agents. A record will be kept of all complaints deemed as unjustified together with the consequent actions and correspondence.

Classroom Training

 Training is delivered 'face-to-face' by qualified trainers and you are required to attend each scheduled class and the trainer will moderate the learning pace, method and sequence appropriate to the learning needs. Learning methods will vary and can include case study scenarios, field trips, 'hands-on' practical classes, role play techniques, discussions, presentations and assignments.

 Classroom Assessment 
 
Assessment tasks and strategies cover a wide range of methods and may include the creation of specific written documents, projects or reports, formal questions (multiple choice, short and long answer), practical demonstrations, small or large group tasks, oral presentations, problem solving tasks, case studies and discussions.  Broadly, classroom assessments have two or three assessment tasks for each unit of competency or module.
As a general rule, for major assessments, you will be provided with task assessment instructions including the date the task is due for completion.
 
Workplace Assessment
 
Some programs contain mandatory workplace training, which is assessed in the workplace using a variety of assessment methods.
 

 WHAT ARE COMPETENCIES?

A competency is a statement about the skills, knowledge and attitudes a learner needs and such statements are contained in each UNIT, which is often made up of several ELEMENTS.

The assessment of your competency means you must be able to "Show, Tell and Apply" evidence and skills, which match and meet these units and elements against a set of key performance competencies and nationally set standards.  This could include:

 Collecting, analyzing and organizing information, Communicating ideas and information, Planning and organizing activities and tasks,Working with others and in teams, Leading team, Using mathematical ideas and technological tools, Solving problems,Demonstrating understanding

How are Competencies Assessed?
 
Assessment of competencies may attract both direct (IE when assessor observes candidate actually perform in the workplace), and indirect (IE when it is not possible or desirable for the candidate to be assessed in the workplace eg simulations, projects and role-plays) assessment methods.  This means that you will be required to produce evidence and/or demonstrate a unit of competency and apply related knowledge associated with that unit of competency.
While demonstration of skills can be seen, underpinning skills such as problem solving, working in teams and understanding etc. can only be assessed through indirect and supplementary assessment (eg oral or written questioning, third party reports from peers and/or supervisors, tests done off-the-job).
Your trainer/assessor may also ask you questions related to the competency unit.
The level of your performance is assessed against national standards. This means that the evidence you provide and the competencies you demonstrate must meet the standard of performance already set.
During assessment your assessor reviews your evidence and observes the demonstration of your competencies. They record your evidence and/or demonstrations as "C" - Competent or "NYC" - Not Yet Competent".  Competencies are neither 'scaled' nor 'marked'.
Broadly it is simply a matter of whether you can ('C') or cannot ('NYC') demonstrate your skills and provide supporting evidence to the performance standard.
If your evidence fails to demonstrate the level of competency for any Unit or Performance Criteria appropriate to the qualification, the assessor can design a flexible training plan/pathway.  

What if you successfully demonstrate competencies in some areas and not in others?
If you are enrolled in a qualification and can only demonstrate competencies in some and not all units of learning, a certificate for the qualification cannot be issued.
You can, however, receive recognition for the competencies and units of learning you have successfully completed.  This recognition is a Statement of Attainment and will identify the qualification name, unit numbers and national identification number.  If you elect to continue and complete the full qualification, or any outstanding units, your assessor will work with you and together a training pathway/plan can be developed to complete the outstanding learning units. 

YOUR TRAINER'S RESPONSIBILITIES

Your trainer will  provide clear instructions about what is expected from you during your training.

Training may consist of group/action learning activities and projects, self-paced learning, assignments, case studies, presentations, discussions, workbook activities, research and reports etc.  Each unit of learning is clearly outlined and indicates what is expected of you during the learning phase.

Your trainer will provide you with their contact details and you can contact them between workshops.  This provides additional support for your self-paced and "take home" learning activities.

When the total requirements have been signed off, an initial mechanism can begin towards final assessment by the approved Trainer/Assessor.

During assessment the learner must be able to Show, Tell and Apply the evidence. The Trainer/Assessor records your evidence and/or skill demonstrations as "C" - Competent or "NYC" - Not Yet Competent.  Competencies are not scaled or marked.

PPE Policy

Central Coast & Hunter Driver Training has established a set of minimum appropriate personal protective equipment requirements for trainers, other staff member and clients working in the various activity areas of the School. The specified requirements should reflect current industry practice.

It is highly recommended that you wear fully enclosed shoes. Top of Page

 

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