Code of Conduct

Avocare conducts itself with integrity, professionalism and a strong sense community awareness that allows us to offer a unique and empowering service to all of our clients.

Avocare Standards of Service

Standards of Vocational Education and Training Practice

Code of Practice

Provision of Education and Training Services

  • Avocare has policies and management practices which maintain high professional standards in the delivery of training and assessment services, and which safeguard the interests and welfare of trainers and learners.
  • Avocare maintains a learning environment that is conducive to the success of Learners.
  • Avocare has the capacity to deliver the courses for which it has been registered, provide adequate facilities and use methods and materials appropriate to the learning needs of learners.
  • Avocare monitors and assesses the performance and progress of its Learners
  • Avocare complies with all VRQA guidelines in regard to the delivery and assessment of courses.
  • Avocare complies with all laws regarding the operation of the training venues and ensures that facilities and equipment are adequate for the courses being delivered.
  • Avocare complies with VRQA requirements regarding the management of RPL and the assessment of prior learning.
  • Avocare is committed to access and equity principles and processes in the delivery of its services.
  • Avocare recognises the AQF qualifications and statements of attainment issued by any other RTO
  • Avocare complies with all requirement set out under the Higher Education and Skills Group Service Agreement and all Executive Memorandum
  • Avocare complies with all requirements set out under the Adult, Community and Further Education Agreement and amendments
  • Avocare will ensure that its training staff;
  1. Have competencies at least to the level being delivered and demonstrate achievement of Workplace Trainer Competencies (Certificate IV) at a minimum
  2. Are sensitive to the cultural and learning needs of learners
  3. Are provided with training and professional development opportunities as required

Marketing of Education and Training Services

  • Avocare markets its education services with integrity and accuracy, avoiding vague and ambiguous clauses.
  • No false or misleading comparisons are drawn with any other provider or course.

Financial Standards

  • Avocare has measures in place to ensure that learners receive a refund of fees for services not provided, including services not provided as a result of the financial failure of Avocare
  • Avocare has a refund policy that is fair and equitable.
  • Avocare ensures that the contractual and financial relationship between the learner and Avocare are fully and properly documented, and that copies of the documentation are made available to the learner.
  • Documentation includes: the rights and responsibilities of learners, costs of training, payment arrangements, refund conditions, and any other matters that place obligations on learners.

Provision of Information

  • Avocare supplies accurate, relevant and up-to-date information to prospective learners.
  • Avocare supplies this information to learners before it enters into written agreements with learners and regularly reviews all information provided to learners to ensure its accuracy, relevance and timeliness.
  • Prior to course commencement, Avocare provides learners with a pre enrolment induction, a copy of the curriculum and details of learning resources, and standards.


  • Recruitment of learners is conducted in an ethical and responsible manner. Offers of placement are based on an assessment of the extent to which the qualifications, proficiency and aspirations of the applicant are matched to the training opportunity offered.
  • Avocare ensures that the education background of intending learners is assessed by suitably qualified staff and | or agents, and provides for the training of such staff and agents as appropriate.
  • Avocare will provide learners with information regarding |
  • Application processes and selection criteria
  • Fees and costs involved in undertaking training
  • Fee refund policy
  • Qualification to be issued on completion or part completion of courses
  • Competencies to be achieved during training
  • Assessment procedures including recognition of prior learning
  • Grievance procedure
  • Facilities and equipment
  • Learner support services
  • Procedures for the safeguarding of fees
  • Avocare’s Code of Conduct
  • Privacy declarations

Support Services

Avocare provides adequate protection for the health, safety and welfare of learners and, without limiting the ordinary meaning of such expression, this includes providing, or directing learners to, adequate and appropriate support services in terms of academic and personal counselling.

Grievance Mechanism

  • Avocare ensures that learners have access to a fair and equitable process for dealing with grievances and provides an avenue for learners to appeal against decisions that affect their progress. A copy of the grievance mechanism is provided to all learners.
  • Avocare makes every effort to resolve learner grievances. To this end, a member of staff is identified to learners as the reference person for such matters. In addition, the grievance mechanism as a whole will be made known to learners at the time of enrolment.
  • Where a grievance cannot be resolved internally, Avocare will advise learners of the appropriate legal body where they can seek further assistance.

Record Keeping

  • Avocare keeps complete and accurate records of the attendance and progress of its learners in accordance with AVETMISS and SVTS, as well as financial records that reflect all payments and charges and the balance due. Copies of these records are provided to learners on request.


  • Avocare complies with all requirements of VRQA and other authorities in regard to the information contained in Diplomas, Certificates and Statements of Attainment.
  • Avocare issues qualifications in accordance with the AQTF Standards & Conditions of Continued Registration (2010).


  • Avocare maintains adequate and appropriate insurance, including Public Liability and Work Cover

Quality Assurance

  • Avocare maintains a quality assurance system that includes clearly documented procedures for managing and monitoring all delivery operations and for reviewing learner satisfaction.

Process and procedures for ensuring the adequate management and delivery of courses

  • Avocare provides support to training staff to assist in the delivery of the course. The organisation ensures that all necessary materials and equipment are available to the trainers and learners and that all administrative matters are handled efficiently.
  • Avocare continually evaluates the delivery of the course to ensure that the specified outcomes are being achieved. All learners are requested to complete an evaluation of the course on its completion, and these evaluations are used to ensure the course is effective and remains relevant to the needs of the learners.
  • Where necessary, delivery procedures, materials and standards are adjusted to meet learners, employer, and client requirements.
  • Avocare institutes a personal development course for all staff to ensure that they are kept abreast of best practices in vocational education and training.
  • Avocare ensures that procedural materials are widely disseminated throughout the organisation and that procedures are applied consistently.

Record Keeping

  • Avocare keeps records of all qualification competency units which it delivers including the names of learners, their assessment, and any relevant comments.
  • Statements of Results are issued on the completion of each assessment of competency and included on the reverse of Certificate and Statements of Attainment. Avocare is responsible for issuing the appropriate qualifications, when learners have completed all relevant competencies required for that qualification.
  • The trainer | assessor will maintain results of ongoing assessing (individual competency units) and any final assessment. This information will then be recorded electronically and the trainers’ hard copy will be filed. Records of competencies and elements of competencies completed | not completed will be stored in hard copy form and on the AVETMISS compliant National Standards reporting system indefinitely.