Armstrong's Driver Education

Student Handbook

W
IE
V
RE
R
DE
UN
LY
E NT
RR
CU
 W
IE
V
RE
R
DE
UN
LY
E NT
RR
CU

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 2
CONTENTS

About Us ...........................................................................................................................................5
ADE’s Code of Practice ....................................................................................................................5
Assessment ..................................................................................................................................5
Audits............................................................................................................................................5
Communication during Training ...................................................................................................5
Complaints and Appeals ..............................................................................................................6
Confidentiality and Privacy ...........................................................................................................6

W
Copyright ......................................................................................................................................6

IE
Discrimination and Harassment ...................................................................................................6

V
Fair Trade .....................................................................................................................................6

RE
Finances .......................................................................................................................................6
Legislation ....................................................................................................................................6
Marketing ......................................................................................................................................6
R
Course Information ..................................................................................................................7
DE
National Recognition ....................................................................................................................7
Occupational Health and Safety (OHS) .......................................................................................7
UN

Qualifications, Statements of Attainments, Certificates and Licences .........................................8

Refund Policy ...............................................................................................................................8
LY

Resources and Facilities ..............................................................................................................8

Service..........................................................................................................................................9
NT

Stakeholders ................................................................................................................................9
Standards .....................................................................................................................................9
E

Student Recruitment.....................................................................................................................9
RR

Testing (VicRoads) .......................................................................................................................9

CU

Trainers, Assessors and Testers .................................................................................................9

Training.........................................................................................................................................9
Uniforms and Staff Presentation ..................................................................................................9
Work Ethic ................................................................................................................................. 10
Selection ........................................................................................................................................ 10
Course Requirements .................................................................................................................... 10
Medical Requirements ................................................................................................................... 10
Licence/Permit Requirements ....................................................................................................... 10
Overseas licensing: ................................................................................................................... 11
Without a licence or any kind: ................................................................................................... 11

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 3
Drugs and Alcohol ......................................................................................................................... 11
Handbooks ..................................................................................................................................... 11
Clothing and Personal Appearance ............................................................................................... 12
Enrolment and Induction ................................................................................................................ 12
Course Information ........................................................................................................................ 12
Resources and Facilities ............................................................................................................... 12
Welfare and Guidance ................................................................................................................... 12
Language, Literacy and Numeracy................................................................................................ 13
Flexible Learning and Assessment Procedures ............................................................................ 13
Obtaining a Licence/Permit ........................................................................................................... 13

W
Complaints and Grievances .......................................................................................................... 14

IE
Complaints and Grievances Escalation Process ...................................................................... 14
Re-assessment and Appeals ......................................................................................................... 14

V
RE
Re-Assessment Prices .............................................................................................................. 15
Access and Equity ......................................................................................................................... 15
Privacy ........................................................................................................................................... 16

R
Disclosure of Personal Information ........................................................................................... 16
DE
Accuracy .................................................................................................................................... 17
Privacy Disclosure Statement ................................................................................................... 17
UN

Privacy Agreement .................................................................................................................... 17

Record Keeping ......................................................................................................................... 17
LY

Access ....................................................................................................................................... 17
Alteration of Records ................................................................................................................. 17
NT

Mutual Recognition ........................................................................................................................ 18

E

Skills Recognition Assessment ...................................................................................................... 18

RR

Procedure .................................................................................................................................. 18
Student Access to Records ........................................................................................................... 18
CU

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 4
About Us
Armstrong’s is one of the largest private providers of Driver Education in Australia. Armstrong’s
have been in operation since 1958.

We have a state of the art two acre Driver/Rider training complex in Thomastown.

We train people on motorcycles, in forklifts and in all classification of trucks and buses (Heavy
Vehicles), Heavy Combination (Semi’s) and Multi-Combination (Road-Train/B Doubles).

Our teaching vehicles are modern, up-to-date, industry standard vehicles.

Apart from having years of experience in the Transport Industry, Armstrong’s Instructors are
Accredited VicRoads Licence Testers and have completed the TAA40104 Certificate IV in

W
Training and Assessment or equivalent.

IE
ADE’s Code of Practice
ADE is committed to operating its business practices based on professionalism, integrity, ethics

V
and quality customer service. ADE has a strong focus on continuous improvement and always

RE
strives to develop and expand its operations. Continuous improvement is focussed on (but not
limited to) training and assessment services, client services and management systems and
operations.

R
ADE will maintain a learning environment that is conducive to the success of course participants
DE
and will ensure that the facilities, methods and materials used in the provision of training will be
appropriate to the outcomes to be achieved. ADE will maintain systems for recording and
archiving client information including results and will provide clients with access to their own
UN

records upon request.

This code creates a framework of minimum standard of professional conduct that ADE must
adhere too. Central to the Code of Practice is the underlying principle of being fair and
LY

reasonable. All ADE members are expected to abide by the code in the way they conduct
business and in the treatment of clients and colleagues. Any member of the organisation who
NT

breaches this code will be either subject to suspension, reprimand, re-training or termination.

This code of practice applies to all employees, subcontractors and consultants (‘personnel’) of
E

ADE.
RR

Assessment
All assessments will be designed in such a way so that they are fair, reliable, flexible and valid
CU

and meet the AQTF, VicRoads, Work Safe Victoria and/or Training Package requirements. A
variety of assessment approaches will be used and where necessary reasonable adjustments will
be made provided they do not breach the requirements. All assessment tools will be validated in
a standardised format.

Audits
ADE are open to any audit requirements by appropriate authorities and contractual agreements.

Communication during Training

Because the trainer is seen to be in a “power position” in relation to the student/client or fellow
work member, any conversation/comment has to be absolutely unambiguous and professional.
The following are examples of what would be determined as inappropriate comment or abuse of
your professional position/relationship:

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 5
 • Using gender references for various parts of the vehicle, especially parts located on the
gearlever.
• Asking for personal information from the student or fellow staff member.
• Making unfavorable comment about the student’s or fellow staff member appearance or
distinguishing characteristics
• Providing advice to students or fellow staff member on their personal issues. Anyone
providing advice, whether by professionals or not, can be sued if the expectations of what
happens when the student or fellow staff member follows such advice and the results do
not meet the expectations of the student or fellow staff member.
• Holding lengthy conversations with only one of the students, leaving the other student
feeling left out.
• Holding any conversation on a Test Drive that is not related to the Test Drive.
• Only officially approved roads, streets and industrial parks are to be used for training. At
no time is an Instructor to take students to the student’s home, or instruct the student to

W
drive through recreational parks.
• No staff member will be aggressive, threatening or violent to any other staff member or

IE
student at any time.

V
Complaints and Appeals

RE
ADE will do everything within their power to service the needs of their customers and eliminate
customer dissatisfaction. ADE will handle all complaints diligently, in a fair and equitable way,
sensitive to equality, cultural and religious requirements. A record of all complaints will be kept.

Confidentiality and Privacy

R
DE
ADE will maintain and keep confidential all student records.

Copyright
UN

ADE will abide by all copyright requirements when delivering courses that are owned by other
organisations or government departments.
LY

Discrimination and Harassment

ADE will ensure that staff and clients are not subject to any form of harassment (sexual, equal
NT

opportunity, religious or otherwise) or discrimination (sex, equal opportunity, religious or

otherwise).
E

Fair Trade
RR

ADE will conduct all aspects of its business inline with ‘fair trade practices’.

Finances
CU

ADE issue appropriate financial records to relevant authorities as part of their private provider
requirements.

Legislation
ADE will update our knowledge on legislation and procedure changes related to our job practices.

Marketing
ADE will market their training products with integrity, accuracy and professionalism, avoiding
vague and ambitious statements. In the provision of information, no false or misleading
comparisons will be drawn with any other provider or course.

Marketing will occur through radio, yellow pages, yellow pages on-line, industry magazines, and
by the process of relationship marketing with employment agencies and motorcycle retailers.

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 6
Recruit students in an honest, open and factual way, both verbally and with supported written
material.

Course Information
Prior to enrolling in a course clients will be provided with up-to-date and accurate information
covering the following points:
• Course objectives and outcomes
• Details of any legislative and/or licence requirements
• Delivery methods and subjects covered
• Assessment methods and/or testing requirements
• Course dates and times
• Opportunities for RPL/RCC or mutual recognition where relevant
• Course fees and refund policy
• Course pre-requisites

W
• Resources and facilities
• Available support services

IE
• Complaints and appeals procedures
• Client records and information

V
• Welfare and guidance

RE
• Access and equity
• Client rights and responsibilities
• Enrolment and selection process

National Recognition R
DE
For nationally recognised training programs ADE will recognise the qualifications and Statements
of Attainment issued by other RTOs. ADE will check the NTIS website to ensure that the RTO is
UN

registered and may contact the RTO to check results if required. Certified copies of results from
other RTOs will be kept in the clients file for evidence purposes.

Occupational Health and Safety (OHS)

LY

ADE will adhere to its moral and legal responsibility to provide a safe and healthy work
environment for employees, contractors, customers and visitors and to ensure its operations do
NT

not place the local community at risk of injury, illness or property damage. ADE will adhere to all
OHS procedures and policies laid down in their quality manual, VicRoads and legislation
requirements. ADE’s policies and procedures cover the following information which must be
E

adhered to by all:
RR

• OHS Policy
• Managements responsibility
• OHS Register
CU

• OHS Committee
• Issue resolution
• OHS promotion and publicity
• Hazard identification, risk assessment and control
• Location of library in lecture room
• Contract review
• Working off site
• Fleet maintenance
• Evaluation and induction of personnel
• Safety signs and safe facility
• Hazard registration
• Emergency and communication
• Workplace inspection
• Health, hazard and injury reporting

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 7
 • Personnel competency, licence and training records
• OHS induction program

Qualifications, Statements of Attainments, Certificates and Licences

ADE will issue qualifications, statements of attainment, certificates, permits and licences within
the guidelines of the AQTF, Training Packages, AQF and VicRoads.

Refund Policy
• Full course fees are payable no less than 14 days prior to the commencement of a course.
From time to time the office staff call to remind candidates that their fees are due however this
is a courtesy and not a requirement. It is the candidates’ responsibility to ensure that they pay
their fees in the required time frame.
• If a student fails to pay the course fees in full 14 days prior to the course starting their place on
the course will be cancelled.

W
• All students are informed of the course requirements, licensing requirements and medical
requirements of courses prior to commencement. If a student gives false or misleading

IE
information regarding their eligibility to participate then they will be removed from the course
and no refund will be granted.

V
• If a student gives more than one week (7 days) notice of cancellation prior to the starting date

RE
of the course(s), or does not meet VicRoads health or licence requirements, or is rejected by a
VicRoads Medical Review more than seven days before the course commences, a full refund
will apply.

R
• If a student cancels less than one week (7 days) from the starting date of the course(s) or does
not meet VicRoads health and licensing requirements, or is rejected by a VicRoads Medical
DE
Review, a 40% refund will apply.
• If a student fails to attend, or cancels the course(s) or fails to meet VicRoads health and
licensing requirements on the course starting date, no refund will be given.
UN

• It is the student’s responsibility to check course start times and to ensure they arrive 10 minutes
prior to a course/lesson commencing. In the interest of student safety and fairness to others if a
student arrives for a course/lesson more than 30 minutes after the starting time without prior
LY

consent they will not be permitted to participate. In such cases the student will not be eligible for
a refund.
• If a student commences a course or fails to arrive for a course or arrives late for a course and is
NT

not permitted to join the class then they will need to pay the full course cost in order to join a
place on another course.
• Students on courses that are fully or partially funded will be liable to pay the FULL course fees
E

if they cancel or withdraw from the course will less than one week (7 days) notice or are
RR

removed from a course for any reason.

• ADE reserves the right to remove any student from a course who disobeys instructions from the
trainer, who behaves in a manner which is disruptive or who endangers the trainer, the other
CU

students or themselves. If a student is removed from a course due to unruly or unsafe

behaviour they will not be eligible for a refund.
• All refund applications must be made in writing and addressed to the CEO.
• All refund requests will be responded to in writing and any refunds granted will be received by
cheque within four weeks from the refund application date.

Resources and Facilities

ADE will purchase, lease or operate training equipment, training ranges or facilities that meet
VicRoads, Government or Council guidelines. This equipment, vehicles, Training ranges or
facilities will be maintained to the standards laid down by VicRoads or other relevant legislation.
ADE will keep vehicles in a sound mechanical order, cleaned in side and out when required and
kept free from body, smoke and chemical odour.

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 8
Service
All ADE staff are required to deliver a professional service while maintaining a high standard of
integrity throughout all aspects of our business practices.

Stakeholders
ADE will contact appropriate stakeholders regarding any changes related to its accreditation
requirements within the designated timeframes.

Standards
ADE maintains a quality management system designed and implemented to fulfil its obligations
under the AQTF and to VicRoads. This system creates a framework for clearly defining the
control of all processes relating to ADE and the training, assessing and testing of clients. Regular
internal audits and reviews are conducted to ensure that ADE complies with it’s quality manual.

W
Student Recruitment

IE
The recruitment of students will be conducted at all times in an ethical and responsible manner.
Recruitment decisions are the responsibility of the CEO with an emphasis on the aspirations,

V
proficiency and qualifications of the student in line with the competency standards and course
outcomes.

RE
Testing (VicRoads)
It is Management’s responsibility to schedule Tests for students. In the interest of fair testing ADE
R
staff members will not test any of their own relatives or personal friends. Students will be trained
DE
and assessed by two separate trainers/testers.

Trainers, Assessors and Testers

UN

All trainers have at least the minimum qualifications required as determined by the NQC, AQTF
and VicRoads. Trainers, assessors and testers will not use foul, abusive, or suggestive language
when they’re with or within an audible distance of a student. Trainers, assessors and testers will
LY

be drug free and have a blood alcohol content of zero as per legislation and ADE’s job role
requirements.
NT

Training
ADE will manage and plan training, assessment, evaluation and reporting based on AQTF and
E

VicRoads guidelines. ADE will develop or purchase training curriculums that meet or exceed
VicRoads or Industry guidelines and standards. For all nationally recognised training programs,
RR

ADE will ensure that the latest Training Packages or accredited courses are used.
CU

ADE will provide an appropriate training environment that is aligned to curriculum, competency,
AQTF and VicRoads requirements. Training will be delivered based on appropriate adult learning
techniques in the most flexible manner relevant to the students’ and organisations’ needs.

Training routes are to be strictly confined to main roads, freeways, industrial parks and allowable
minor roads. Our trainers, where practical will use the ADE training model in delivering training.

Uniforms and Staff Presentation

ADE will ensure that relevant personnel will comply with company uniform policy and wear safety
vest or jacket when training and testing as per OHS requirements. Additionally ADE will ensure
that their personnel maintain a high level of personal hygiene (no excessive perfumes or
deodorants and no body or smoke odour).

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 9
Work Ethic
ADE and its staff will on all occasions act in a professional manner in all facets of its business.
They will not deliberately poach clients from other organisations or criticise other organisations,
but rather focus on the positives of ADE performance and quality outcomes. ADE will focus on
delivering quality training and assessment outcomes to service the clients’ needs without
defaming other organisations.

Selection
Students are selected for courses by demonstrating a genuine interest in, and determination to,
complete the course. All ADE courses are open to all members of the community. Class sizes are
limited and students are encouraged to book a place as early as possible. ADE selection process
reflects our Access and Equity Policy outlined in our Code of Practice. This policy ensures that
student selection decisions comply with equal opportunity legislation.

W
Many of ADE’s courses require that students have certain licences or meet certain criteria in
order to participate. These requirements are set by VicRoads and/or regulatory bodies. It is the

IE
responsibility of the student to ensure that they meet the requirements for the course in which
they are enrolling.

V
RE
Course Requirements
All courses require a certain level of fitness and of English language skills. It is the candidates’
responsibility to ensure they meet these requirements. Additionally for 6 hour motorcycle licence

R
courses candidates must have suitable riding experience (equating to a minimum of 50 hours)
and abilities. It is the candidates’ responsibility to ensure they provide accurate information
DE
regarding their fitness and abilities. Failure to do so may mean that the candidate is not able to
participate in the nominated course.
UN

• Please note: if you fail to meet the necessary course requirements-

- NO REFUND WILL BE GIVEN
- YOU WILL NOT BE ABLE TO PARTICIPATE IN ANY COURSE
LY

Medical Requirements
You must notify the office if you suffer from, or have ever suffered from an eyesight or hearing
NT

defect, dizziness, blackouts, epilepsy, diabetes, blood pressure problems, psychiatric or mental
illness or any medical condition or other disability which may affect your driving.
E

If you have a medical condition you will require a clearance from Vic Roads. Please contact
RR

Armstrong’s Driver Education P/L (ADE) so that the necessary medical report form can be sent to
you. You will need to take this to your doctor to complete and then mail or fax it back to us a
minimum of 7 days before the course commences.
CU

• Please note: if you fail to obtain necessary medical clearances prior to commencing a
course-
- NO REFUND WILL BE GIVEN
- YOU WILL NOT BE ABLE TO PARTICIPATE IN ANY COURSE

Licence/Permit Requirements
You must check the licence/permit requirements for your course. The requirements for each
course are detailed on the course information flyers. Alternatively you can check the requirements
on our website or ask our office staff.
To under take any training or assessment, you must not be disqualified from driving or have a
cancelled or suspended Australian or overseas licence. Please note that if a licence has been
suspended then the time of the suspension is not counted as part of the actual licence/permit

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 10
time required. You must bring your licence with you to your course or you will not be able to
participate.

Overseas licensing:
Trucks: If you have an overseas licence you must then attend a Vic Roads office to determine
the licence you are eligible for. The licence given will then establish wether or not you’re eligible
to commence a truck licensing course. This must be completed prior to booking a course.
Bikes: If you have an overseas licence then it is required that you attend the consulate and get
your overseas licence recognised and approved. The letter supplied by the consulate and your
overseas licence must be brought to our office in person before a booking can be made.

Without a licence or any kind:

Bikes: If you do not hold a licence of any kind then prior to the course we will apply to VicRoads

W
for a shell number which will then be used as your licence number. On the day of the course it is
vital that you bring:

IE
Passport or birth certificate
Medicare card or debit card

V
Proof of residence (gas, phone, or bank statement are excepted)

RE
If you do not hold a car learners permit or licence and want to complete a motorcycle learners
course then a car learners written test will be included into the testing requirements of the
course which will be held on the day of the course.
•
R
Please note: if you arrive at a course with a cancelled or suspended licence or do not
DE
meet the VicRoads licence requirements-
- NO REFUND WILL BE GIVEN
- YOU WILL NOT BE ALLOWED TO PARTICIPATE IN ANY COURSE
UN

Drugs and Alcohol

It is essential that all course participants arrive for training/testing drug and alcohol free. All
LY

candidates must have a BAC of 0. If drug or alcohol consumption is suspected corrective action
will be taken, the candidate will not be permitted to participate and Victoria Police may be notified.
ADE reserves the right to ask students to take a breathalyser test. If a student is removed from a
NT

class due to intoxication no refund will be given.

E

Handbooks
RR

Trucks: If you are undertaking a Light Rigid, Medium rigid, or a Heavy rigid course for the first
time then a written test is required. All the vital information for the written test can be obtained
from the VICTORIAN BUS AND TRUCK DRIVERS HANDBOOK, which can be purchased from
CU

our office, your local newsagency, VicRoads or can be downloaded from the VicRoads website.
Bikes: If you are undertaking a learner’s motorcycle course then it is vital to read the VICTORIAN
RIDER HANDBOOK 2006 ADDITION. This contains information which will be included on your
written exam.
If you do not hold a drivers learners permit or drivers licence then a car learners permit written
test needs to be completed on the day of the course. All the information is provided in the ROAD
TO SOLO DRIVING HANDBOOK.
Forklift: If you are undertaking a forklift course then a written exam is involved. Once the course
is paid for in full a booklet will be sent out from our office. It is vital that you read the information in
this booklet

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 11
Clothing and Personal Appearance
As you will be spending a lot of time in close contact with others so it is important that you arrive
to the class clean and appropriately dressed. Personal hygiene is important and in the interest of
safety those who do not meet personal hygiene standards may be removed from courses. In such
cases the candidate will not be eligible for a refund.
Bikes: On the day of the course it is required that you wear:
1. Long Pants
2. Long Sleeved shirt
3. Solid shoes: Boots (not steel cap) or runners
4. Wet weather attire is supplied
We provide the bike, helmet, and gloves
Trucks: On the day of the course it is required that you wear:
1. Closed Shoes (no thongs or sandals)

W
Forklifts: On the day of the course it is required that you wear:

IE
1. Work boots

V
Enrolment and Induction

RE
Potential students for courses will be required to complete an application form to assess their
suitability for the course. In some instances candidates may be required to attend an interview
with the Operations Manager to assess their suitability. Proof of eligibility for concessions must be
given at this time along with proof of licence and medical details if required. Information on
R
course content and resources is made available to participants at the time of enrolment and/or on
DE
request. Students can access the Student Handbook via the website, by collecting a copy from
the reception desk or by requesting a copy from ADE’s office staff.
UN

Course Information
Course information is distributed to students at the time of enrolment or on request. Course
information is designed in accordance with the ADE Code of Conduct. Further information can be
LY

obtained by asking the office staff or a trainer.

Resources and Facilities

NT

ADE has a range of resources and facilities available for student use. ADE will keep all resources
clean and well maintained.
E
RR

ADE has a student lounge available to students for use on breaks. The student lounge has tea
and coffee making facilities and a fridge available for student use. There are also drink and snack
vending machines that students are welcome to use.
CU

In the interest of safety all students are required to wear a high visibility vest (supplied by ADE) at
all times while on the ranges. Failure to wear the vest will result in disciplinary actions been taken.

No smoking is permitted anywhere on the property.

ADE reserves the right to remove and/or take disciplinary action against anyone who misuses,
vandalises or mistreats any of ADE’s resources or facilities.

Welfare and Guidance

ADE recognises that students may undergo all various challenges when they submit themselves
to a training program. Your trainer, the office staff and/or the Operations Manager will be
available to you to help you work through any issues that you may encounter.

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 12
The office staff are also available for any inquiries about your course, questions about the
processes of your assessment, or welfare matters. Your trainer can also give you advice on your
progress in your course and keep you informed about competencies you have completed and
what areas of the course you still need to complete.

Language, Literacy and Numeracy

ADE acknowledges that learners have differing language, literacy and numeracy levels. All ADE
courses required some English language ability. This is a safety issue as learners need to be able
to understand the instructions of their trainer while on the road. Failure to understand could result
in a serious accident occurring. If candidates specify that they have a low level of English
language skill or demonstrate a low level of English language skill while booking for their course
they will be required to undertake an English language assessment prior to commencing a
course. English language assessments are conducted in the ADE office and must be booked in

W
advance. Bookings can be made by contacting our office staff. If the candidate is unable to
complete the English language assessment to the required level external services for English

IE
language training will be recommended.

V
If a learner does not possess the relevant literacy or numeracy skills required for the course they
are undertaking the trainer will make an effort to assist the learner. However in some instances

RE
the candidate may be directed to another provider for literacy and numeracy training prior to
participating in the course.

Flexible Learning and Assessment Procedures

R
DE
ADE Training Department is receptive to requests for flexible delivery of training and assessment.
ADE will do its best to provide flexibility in access to course materials and assessment tasks as
long as there is no conflict with licensing requirements, legislation and/or government
UN

requirements. In some instances ADE training and assessment may be carried out at a number of
locations including schools and workplaces, during day and/or evening classes or via recognition
of prior learning. Students who are unable to access ADE courses are offered guidance on
alternative training and may be referred to appropriate services.
LY

ADE does not guarantee that you will obtain a licence at the end of your course. Results are a
NT

direct reflection of your own ability and effort to learn and to drive the vehicle to the standards
determined by VicRoads. ADE holds no responsibility for your assessment outcome.
E

ADE has a strict policy regarding bribes. Under no circumstances is a tester to accept gifts or
RR

payments of any kind in return for a licence/permit. In any instance where a bribe is offered the
matter will be investigated and may be referred to VicRoads and/or Victoria Police for a full
inquiry.
CU

Obtaining a Licence/Permit
Motorcycle
Motorcycle licences/permits will be given on the day of testing provided all requirements have
been met. You will need to pay the licence fee at the time of issue. Current fees are $19.90 for a
learner’s permit or $24.20 for a licence. If the candidate does not yet hold any licences then the
fee is $44. (Please note fees are payable to Armstrong’s Driver Education P/L and are subject to
change and it is your responsibility to check prices.)

Trucks
It is your responsibility to take your certificate of competency to a VicRoads office within 12
months to have your licence updated. VicRoads require a fee of $24.20 to update your licence.
(Please note fees are subject to change and it is your responsibility to check prices.)

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 13
Forklifts
It is your responsibility to apply for your licence. To do so you will need to take your Licence to
Perform High Risk Work Application Form, your assessment summary and a passport photo. The
current licence fees are $60 (please note fees are subject to change and it is your responsibility
to check prices).

Complaints and Grievances

ADE has a fair and equitable process for dealing with complaints and grievances. A student/client
may lodge a complaint or grievance in the following areas:
• Refunds
• Administrative Issues
• Other personal issues and areas of misconduct

W
Complaints and Grievances Escalation Process
In the first instance, students should approach the trainer responsible for guiding their training

IE
pathways with any training related matters.

V
Complaints and Grievances must be made in writing by completing a Complaint/Grievance

RE
Notification Schedule. The student should submit this Schedule at reception within 7 days of
making their initial complaint.

R
The Complaint/Grievance Notification Schedule outlines the following:
• The circumstances surrounding the situation
DE
• Who was involved
• Why the student is requesting the meeting, or why they feel unfairly treated
UN

• Any related evidence the student may have

• Date and location where the incident/situation occurred
The name of any witnesses to the incidentThe Chief Executive Officer will then respond to the
complaint in writing.
LY

If the outcome at this stage is not satisfactory, the Chief Executive Officer will initiate an
appointment with the student in order to negotiate a suitable outcome for all parties involved. The
NT

outcome of this meeting will be documented in writing and signed by both parties. Both parties
will retain a copy of the outcome for their records.
E

In the event that a Complaint or Grievance cannot be resolved by interview, a further meeting
RR

with an independent mediator as appointed by ADE will be conducted. The outcome of the
mediation meeting will be documented and signed by all parties. All parties involved will retain a
copy of the outcome for their records.
CU

This policy does not deny the complainant the option to seek independent legal advice.
Complaints and Grievances concerning nationally recognised training can also be reported on the
National Training Complaints Hotline 1800 000 674 or by contacting the Victorian Registrations
and Qualifications Authority (VRQA) on 03 9637 2806.

Re-assessment and Appeals

If an assessor is in doubt as to a candidate’s ability to complete an assessment they will advise
the candidate to book in for additional training, either with a private lesson or to re-do the course.
Additional training will be at the candidate’s own expense. If the candidate wishes to proceed with
the assessment against the advice of the assessor it is their right to do so. The assessor will note
their recommendation and the date and time the recommendation was made in the student’s
record.

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 14
In the event that a student does not satisfactorily complete an assessment then the student will
have the opportunity to re-enrol in the course at a discounted rate (funded courses only) or pay
for a re-test.. Re-testing times are subject to availability and need to be booked with the ADE
office staff.

Students have up to 12 months to finalise their assessment for a course. After 12 months they will
need to re-enroll and begin the course again. Any subsequent re-assessments will be at the
candidate’s expense, prices are as follows:

Re-Assessment Prices
Truck Courses Forklift Courses
Written Tests $55 Re-tests must be at least three weeks
Drive Tests $250 after the first attempt.

W
Skills Tests $170 Written Tests $75
Private Lessons* $115 Skills Tests $75

IE
per hour
Motorcycle Courses All prices are subject to change

V
Written Tests $55 *Private Lesson prices apply only to those
Skills Tests $80 who have already completed the

RE
Private Lessons* $80 corresponding ADE course. Separate pricing
per hour is available to new clients.

R
DE
If a candidate disagrees with their assessment results they should first discuss the matter with
their assessor. Should they not be able to reach agreement the candidate is recommended to
lodge an Assessment Appeal Notification. The notification form can be obtained from the office
UN

staff. The student must note on the form the reason for the appeal, detail why they feel the
assessment was unfair and attach any supporting evidence.
LY

The CEO will respond to the appeal within seven days in writing.

If the outcome at this stage is not satisfactory, the Chief Executive Officer will initiate an
NT

appointment with the student in order to negotiate a suitable outcome for all parties involved. The
outcome of this meeting will be documented in writing and signed by both parties. Both parties
will retain a copy of the outcome for their records.
E
RR

In the event that the appeal cannot be resolved by interview, a further meeting with an
independent mediator as appointed by ADE will be conducted. The outcome of the mediation
meeting will be documented and signed by all parties. All parties involved will retain a copy of the
CU

outcome for their records.

Access and Equity

ADE will treat all clients equally. Under no circumstances will clients be favoured or discriminated
against.

ADE will ensure that access and equity principles and processes in the delivery of its quality
services and working environment are in accordance with the following legislation:
• Sex Discrimination Act 1984
• Human Rights and Equal Opportunity Act 1986
• Racial Discrimination Act 1975
• NSW Anti-Discrimination Act 1977
• Disability Discrimination Act 1992.

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 15
The Chief Executive Officer will ensure that there is a competent, well-trained person who as part
of their job function will be responsible for the implementation and maintenance of the above
Access and Equity legislation and the timely distribution to its employees and clients. The
induction process for employees and clients into ADE will make appropriate references to the
principles of equal access to learning for clients with language, literacy and numeracy issues as
well as clients with disabilities.

Privacy
Armstrong’s Driver Education P/L generally collects personal information by:
• forms and surveys filled out by students, referring agencies, and others as required
• face to face interviews and meetings
• licence information and other forms of identification as required by VicRoads
• telephone calls, letters, e-mails etc.

W
Armstrong’s Driver Education P/L will collect information that is only necessary for and directly

IE
related to the functions and activities of Armstrong’s Driver Education P/L. Armstrong’s Driver
Education P/L also collects information, including personal details, assessment results and

V
licence information on behalf of VicRoads in accordance with their agreement. The information

RE
will only be collected by lawful and fair means.

The information may be used for but will not be limited to:
• assessing the individuals suitability for courses

R
• assessing the students ability to meet course prerequisites
DE
• assisting the student with educational and career pathways
• caring for the students educational, medical and social well-being
• day to day administration of Armstrong’s Driver Education P/L
UN

• enabling Armstrong’s Driver Education P/L to meet its Duty of Care and other legal
obligations to VicRoads
• meet our obligations to Government and Government Agencies
LY

• administering an individuals employment or contract

• making decisions regarding suitable employment and job descriptions
• making decisions regarding marketing and fundraising
NT

• any person body or agency, including tutors, who provides specialist services to the
school
• placing of students in work experience or job placements
E

• promoting education with signed approval from student/staff

RR

The use of personal information is restricted to the purpose for which it was obtained and it's
relevance to that purpose.
CU

It may also be used when:

• it is authorised by law
• it is necessary for the enforcement of the criminal law
• it is necessary to prevent or lesson a serious and imminent threat to the life or health of
the individual or another person
• consent has been gained

Disclosure of Personal Information

Information may be disclosed without written consent when:
• the disclosure is authorised by law
• the disclosure is necessary for the enforcement of the criminal law
• disclosure is necessary to prevent or lessen a serious and imminent threat to the life or
health of the individual or another person

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 16
 • the individual is reasonably likely to have been aware that information of that kind is
usually passed on

Accuracy
Armstrong’s Driver Education P/L will take all reasonable steps to ensure that, having regard to
the purpose for which the information is proposed to be used, the information is accurate, up to
date and complete.

Privacy Disclosure Statement

Armstrong’s Driver Education P/L has a responsibility when soliciting personal information to
ensure that the individual is made aware of:
• the purpose of the solicitation
• the use that the information will be put to
• the fact that the information is authorised or required by law, if applicable

W
In regards to licence information Armstrong’s Driver Education P/L is under obligation to share

IE
information with VicRoads. This information includes licence status, personal details and
assessment results. Armstrong’s Driver Education will ensure that students are aware that their

V
personal information will be disclosed to VicRoads.

RE
Privacy Agreement
Students participating in courses/programs that require that personal information is provided to

R
other schools, agencies, Government Departments, or other bodies involved in the program,
should sign a 'Privacy Agreement'.
DE
Record Keeping
UN

Armstrong’s Driver Education P/L shall take every precaution to ensure security safeguards are in
place to guard against misuse, unauthorised access, alteration or disclosure and that staff, are
trained in the requirements of this policy.
LY

Armstrong’s Driver Education P/L shall keep adequate records that would enable any person to
ascertain:
NT

• whether records are kept

• the nature of that information
• the purpose for which the information is kept
E

• how it may be accessed

RR

• the nature of the record

• the classes of individuals about whom the records are kept
• the period the record is kept for
CU

• who has access

• the steps to be taken to access a record
• that the record shall be made available to members of the public

Access
Armstrong’s Driver Education P/L shall make available access to personal information of the
individual concerned after a request has been received in writing and positive proof of identity has
been obtained, unless we are required to withhold that information by law.

Alteration of Records
Armstrong’s Driver Education P/L is obliged to take reasonable steps to ensure that a record
contains accurate information relevant to the purpose for which the information is collected.
Records may be corrected, deleted or added to as appropriate upon request. If Armstrong’s

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 17
Driver Education P/L is unwilling to make an alteration then the individual will be advised and a
statement of the requested alteration to the record will be attached to the record.

Mutual Recognition
ADE will ensure that an individual's learning and skills are recognised, irrespective of how or
where they have been acquired. ADE acknowledges and supports Mutual Recognition as one of
the most important features of the Australian Quality Training Framework. We will accept the
credentials issued by any other Registered Training Organisation based in any Australian State or
Territory. Currency does apply and certified copies of assessment results need to be lodged.

Skills Recognition Assessment

Skills Recognition includes:
• Recognition of Prior Learning (RPL)

W
• Recognition of Current Competencies (RCC)

Recognition of Prior Learning is a form of assessment used to determine whether a person has

IE
achieved through formal or informal learning and experience, the required learning outcomes of a
module or modules. Recognition of Current Competencies is the recognition of competencies

V
acquired and held through prior learning, formal training, work experience or life experience. It is

RE
the equivalent to assessment against a unit of competency.

Procedure

R
If you believe that you might be eligible for Recognition of Prior Learning or Recognition of
Current Competencies, ADE is pleased to offer you this facility. Skills recognition assessment
DE
(RPL & RCC) shall be available to all prospective candidates. The Operations Manager is
responsible for the application and assessment of RPL and RCC. Candidates may apply for
UN

recognition of their learning and skills by supplying evidence of:

• Previous recognised training undertaken
• Work and life experiences
• Non-formally recognised training undertaken
LY

Candidates may make application to the Operations Manager. The Operations Manager will
NT

identify the relevant forms that need to be completed. Candidates could be invited to attend an
interview process to discuss the application. Further information/documentation may be
requested.
E

An assessment and verification of the application will be undertaken. Applicants will be notified of
RR

the assessment decision. Skills recognition assessments and outcomes will be recorded and
relevant qualifications/Statements of Attainment will be issued where applicable.
CU

Candidates may appeal a decision. Appeals should be lodged with the Operations Manager.

Student Access to Records

Students may access their own personal records at any time. This can be arranged through the
office staff. Students must provide a verifiable form of identity when seeking to access their own
record.

© Armstrong’s Driver Education P/L V5 27.3.2009 ADECOM1017

Page 18