Policies and Procedures

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Complaints Procedure

Alexandra Community Hub (ACH) will address complaints efficiently and effectively and will provide documented mechanism for handling complaints in a consistent manner.

Should you have a concern please discuss it with your Tutor who will refer it to a senior staff member. In consultation with you a decision will be made whether the complaint can be dealt with informally or whether a formal complaint needs to be lodged.  Should this be the case you will be asked to complete a Complaints Form.

You will be informed of the outcome of your complaint and if you are still not satisfied you have the right to appeal that decision.

Harassment, Victimisation and Bullying

It is unlawful to harass or bully another person.  ACH will not tolerate harassment or bullying of any kind.

All incidents of harassment or bullying must be reported and investigation procedures instigated.


Plagiarism is a form of cheating.  It is taking and using someone else’s thoughts, writings or inventions and representing them as your own.

Students found to have submitted plagiarised assessments will be required to resubmit the assessment or in extreme cases may be excluded from the course.

Recognition of Prior Learning (RPL)

In competency based training, you are not expected to repeat training for competencies which you already possess.  RPL will be offered to all students on enrolment.

Appeals Procedure

As a student you have a right to appeal any decision made by the organisation.  This includes Assessment decisions and findings of Plagiarism.  To lodge an appeal you will need to complete an Appeals Form.

Your appeal will be referred to an independent mediator who will give all parties the opportunity to be heard.  You may request that an support person/advocate is present during the mediation process.

Should the mediation not result in the dispute being solved you have the right to seek resolution through other legal means.


To provide a high quality and personalised service ACH often needs to collect and record personal information.  When we collect your information it will be held securely and will only be used it for the purposes for which it was collected.


You must be careful when copying the work of others.  The owner of the material may take legal action against you if the owner’s copyright has been infringed. 

You are allowed to do a certain amount of copying for research or study purposes.  Generally, 10% or one chapter of a book is acceptable, when studying.  However you must reference your source.

Change of Details

Please notify the office of any change of details including Name, Address or Phone Number so that we can contact if needed.

Equal Opportunity

ACH will ensure that there is no discrimination and that there is a place for everyone regardless of race, age sex, culture or creed, according to the Equal Opportunity Act 2010.

Courses are open to all members of the community, including the disadvantaged, culturally diverse, disabled, age, business and industry.  The policy of ACH is to ensure that the provision of services meets the needs of all as stated in the Equal opportunity Policy and other related policies.

Occupational Health and Safety Policy

It is the policy of ACH to ensure, so far as is reasonably practicable, that students, are safe from injury and risk to health whilst attending classes.

As a student it is your responsibility to report anything that you consider could be a risk to your safety or that of others.

Special Needs

If you are experiencing difficulties related to reading, writing or maths difficulties you should discuss these with your tutor.  ACH will provide support and/or refer them for assistance if required.

Similarly if you have special needs due to a disability you discuss these with your tutor who may be able to make special arrangements to assist you.

Withdrawal from Course

If you wish to withdraw from a course, please ask for a Withdrawal Form.  You may be eligible for a refund if you withdraw.

Providing nationally recognised certificate courses and other services to the Alexandra community.

AlexHub enquiries
03 5772 1238

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