Participant handbook

  • Welcome to Allara Learning

    Welcome to Allara Learning! We are dedicated to empowering you with the skills and knowledge needed for your chosen career path and fostering a positive and engaging learning experience. Our aim is to help you to be all that you can be and to enable you to Learn. Grow. Shine.

    This handbook is designed to provide you with essential information about undertaking courses or training programs with Allara Learning. It outlines your rights and responsibilities as a student and our obligations as a Registered Training Organisation (RTO), ensuring you have the necessary details to make informed decisions and successfully navigate your training journey.

    Who is Allara Learning?

    Allara Learning is a market leading national education and training provider that excels in the provision of vocational education and training solutions for individuals and businesses specialising in the hospitality and business sectors. 

    Our brands 

    Allara Learning encompasses the operations and services of Tactical Training Group Pty Ltd (TTG), National Registration Code: 91054, and W G Learning Pty Ltd (WGL), National Registration Code: 91178. We are a Registered Training Organisation (RTO) committed to delivering practical, industry-relevant training that leads to nationally recognised qualifications within the Australian VET system.

    Our purpose 

    We believe in creating experiences that enrich people’s lives.

    Our values

    Relationships: We recognise that building relationships with our customers and colleagues is the reason for our success in business.

    Accountability: We believe that taking action is not someone else’s responsibility.

    Integrity: We act with honesty and fairness and lead by example.

    Teamwork: We focus on achieving the team’s purpose over and above our own individual objectives.

    Innovation: We believe curiosity leads to continual growth and learning.

    Our team

    Our team consists of highly qualified trainers and assessors with extensive industry experience, dedicated client relations personnel, efficient administration and student support staff, and expert learning and development and compliance teams. We are all here to guide you through your course and ensure you have an enjoyable learning experience.

    For more detailed information about our operations and services, please refer to our website. 

    Before You Enrol

    We encourage you to thoroughly explore our range of training products to find the one that best aligns with your career goals and learning needs. Our website and course brochures provide detailed information on course content, learning outcomes, and potential career pathways.

    Types of training solutions

    Allara Learning offers a broad range of training solutions, including:

    Qualifications: Nationally recognised qualifications for both new and existing workers, from Certificate II to Diploma level, to support career growth and skill development.

    Micro-credentials: Address critical skill gaps and enhance your capabilities with focused, short courses delivering nationally recognised units of competency.

    JobREADY Programs (Pre-employment): Equipping jobseekers with the essential skills necessary for success in the hospitality industry, while assisting our partners in recruiting skilled personnel.

    Masterclasses: Provide targeted, expert-led training to your teams through facilitated masterclasses. Choose from pre-designed programs or collaborate with our experts to create custom workshops.

    The full list of courses under our scope of registration can be viewed on our website.

    Entry Requirements and Suitability

    Minimum entry requirements for each training product, including any specific foundation skills levels (Language, Literacy, Numeracy, and Digital proficiency), are published on our website and in relevant course marketing materials. These requirements may differ based on the specific training product and state/territory regulations.

    Prior to enrolment, Allara Learning conducts a pre-training review process, which includes an assessment of your Language, Literacy, Numeracy, and Digital (LLN&D) capabilities and existing skills. This helps us advise you on the suitability of the training product for your needs and learning goals, ensuring you have the capacity to complete the training successfully. Based on this assessment, we will provide personalised advice, which may include approval for enrolment, recommending additional support, or suggesting a different training product if the chosen course is deemed unsuitable.

    Fees, Charges, and Refunds

    All fees, including course fees, co-contribution fees (if applicable), and any additional charges, are published on the Allara Learning website for each training product. These fees may vary depending on the course, your eligibility for government subsidies, and the state or territory in which you are undertaking training. Information on payment terms, including instalment plans and due dates, will be provided during the enrolment process. Allara Learning participates in government-subsidised training initiatives in the ACT (User Choice), NSW (Smart and Skilled), and QLD (Skills Assure Supplier). Eligibility criteria, concessions, and exemptions for these programs are detailed on our website and in relevant fact sheets. We adhere to fee protection requirements, ensuring that no more than $1,500 is collected from an individual student prior to the commencement of training for course fees and additional charges.

    Unique Student Identifier (USI)

    The Unique Student Identifier (USI) is a reference number that creates a secure online record of your VET training and qualifications gained in Australia. It is a mandatory requirement for all students undertaking nationally recognised training. You are required to provide your USI at the time of enrolment and grant Allara Learning access to your USI records for reporting purposes. Instructions on how to create or find your USI are available during the enrolment process.

    Third-Party Arrangements

    In some instances, Allara Learning may partner with other reputable organisations (third parties) to deliver training, assessment, or other services on our behalf. Any such arrangements that may affect your training will be clearly disclosed to you prior to enrolment. Allara Learning remains responsible for the quality and compliance of all services delivered under these arrangements.

    For more detailed information, please refer to our Access, Equity and Enrolment Policy, Fees, Charges and Refunds Policy, and Third Party Agreements Policy.

    Your Enrolment Journey

    Your enrolment journey typically begins with an indicative eligibility check, followed by a pre-enrolment email with instructions to complete your online application. This includes providing photo identification, evidence of Australian citizenship/residency/visa entitlements, and completing the pre-training review (LLN&D and Current Competency assessment). Once approved, you will be formally enrolled into your selected training product.

    Upon enrolment, a formal Training Plan will be documented in consultation with you (and your employer/guardian if applicable). This plan outlines the units of competency, training dates, assessment methods, and expected completion milestones. For apprenticeships and traineeships, a legally binding Training Contract, specific to your state or territory, will also be executed. This contract formalises the agreement between you, your employer, and Allara Learning regarding your training.

    For more detailed information, please refer to our Access, Equity and Enrolment Policy.

    Your Learning Experience

    Training and Assessment Approach

    Allara Learning delivers training through various modes, including online self-paced study via our Learning Management System (LMS - aXcelerate), virtual webinars, and face-to-face sessions in classrooms or workplaces. Your learning experience will involve a range of activities, including engaging with learner guides, completing formative learning tasks, and participating in discussions.

    Assessment is a key component of the learning process. All our assessors have the required qualifications and extensive industry experience in your field of study. When our assessors conduct an assessment, they ensure that it complies with the assessment requirements of the relevant training package or VET accredited course, and is conducted in accordance with the Principles of Assessment and the Rules of Evidence (validity, sufficiency, authenticity, currency). Assessment tasks may include knowledge quizzes, case studies, projects, role plays, demonstrations, and third-party reports. Detailed instructions are provided for each task. Your trainer/assessor will provide timely and constructive feedback on your assessment submissions. Your progress is continuously monitored to ensure you are on track for successful completion. Please note that ASQA, or the relevant State or Territory Training Authority, require us to retain your assessments for audit purposes, and these are kept in a secure file.

    Recognition of Prior Learning (RPL) and Credit Transfer (CT)

    Allara Learning recognises skills and knowledge you may have gained through prior work experience, formal training, or life experiences. Recognition of Prior Learning (RPL) is an assessment process that evaluates your existing competencies against the requirements of a unit of competency or qualification. Credit Transfer (CT) is available if you have already completed units of competency or qualifications with another Australian RTO. Information on how to apply for RPL or CT, including required evidence and the assessment process, is provided during pre-enrolment and throughout your studies.

    Student Support Services

    Allara Learning is committed to supporting your successful progress. We provide access to a range of support services, including academic support (e.g., assistance with learning materials, assessment guidance), learning support (e.g., LLN&D assistance), and external referrals to counselling or other related support services as needed. Our trainers, assessors, and student support staff are accessible for consultation, with clear communication channels to address your queries. We proactively monitor student progress and offer additional support to those at risk of not completing their training.

    Diversity and Inclusion

    Allara Learning is dedicated to fostering a safe, inclusive, and culturally safe learning environment that promotes and supports the diversity of all students. We actively work to prevent and respond to all forms of discrimination and harassment. Our learning environments and materials are designed to be inclusive and culturally sensitive. We have a zero-tolerance policy for discrimination, harassment, and bullying.

    For more detailed information, please refer to our Training and Assessment Practice Policy, Recognition (RPL) and Credit Transfer Policy, and Access, Equity and Enrolment Policy.

    Your Rights and Responsibilities

    This handbook includes a summary of your key obligations and entitlements as a student, as outlined in the Allara Learning Student Code of Conduct. Adherence to the full Student Code of Conduct is mandatory for all enrolled students.

    Your Responsibilities

    As a student of Allara Learning, you are expected to:

    • General Conduct and Respect: Treat all individuals (staff, fellow students, third-party partners, and visitors) with courtesy and consideration, contributing to a positive learning atmosphere free from discrimination, harassment, or bullying. Allara Learning is committed to providing a learning environment free from harassment, discrimination, and bullying, and one that does not pose any Workplace Health and Safety risks. Sexual harassment will not be tolerated under any circumstances, and disciplinary action will be taken against any participant who breaches this policy.
    • Academic Integrity: Uphold honesty in all assessments, submit your own original work, avoid plagiarism (using someone else’s work without acknowledgement), respect copyright, and refrain from cheating or collusion. Plagiarism is a serious offence and may result in failure of the assessment/subject or exclusion from the course.
    • Attendance and Participation: Actively engage in scheduled training sessions, participate in learning activities and discussions, meet assessment deadlines, and notify Allara Learning in advance if you are unable to attend a scheduled session or meet a deadline.
    • Use of Facilities and Resources: Use Allara Learning's property, including classrooms, equipment, and digital resources (such as the LMS - aXcelerate), with care and respect. Use our IT systems and internet access only for legitimate educational purposes, avoiding illegal, unethical, or disruptive activities.
    • Maintain a Safe Environment: Adhere to all health and safety guidelines and instructions provided by Allara Learning staff. Report any unsafe conditions, practices, or incidents promptly to your trainer.
    • Drugs and Alcohol: No participant is to attend training programs while under the influence of alcohol or drugs. The use of such substances may impair your capacity to learn safely and efficiently. Breaching this policy can result in removal from the course. This policy does not prohibit the use of prescription pharmaceuticals; however, you should check with your doctor that your prescription does not impair your study performance or put you or others at risk.
    • Work Placement Obligations (if applicable): If undertaking a Work Experience Placement (WEP), you must attend with the assigned workplace on agreed dates and times, notify both the workplace supervisor and RTO work placement coordinator of any absences, perform duties to the best of your ability, comply with directions, and maintain appropriate dress and behaviour. You must also promptly report any personal injury or property damage and read and understand the WEP Guidelines.
    • Working with Children: If you are under the age of 18, you are expected to understand that Allara Learning complies with all Federal and State Working with Children legislation.
    • Privacy and Confidentiality: Respect the privacy of other students and staff members. Do not share personal information about others without their explicit consent. Maintain confidentiality regarding any sensitive information you may encounter during your studies.
    • Compliance: Adhere to all Allara Learning policies and relevant Commonwealth, State, and Territory laws and regulations.

     

    Failure to comply with this Student Code of Conduct may result in disciplinary action, which could include verbal or written warnings, suspension from training, or withdrawal from your training product. Specific circumstances that may lead to termination include, but are not limited to, breach of the Drug and Alcohol conduct obligations, sexual harassment, repeated plagiarism, or misconduct that may place another participant or staff member in fear of their safety. All disciplinary actions will be handled in accordance with principles of natural justice and procedural fairness.

    Your Rights

    As a student of Allara Learning, you have the right to:

    • Clear, Accurate, and Current Information: Receive comprehensive and transparent information about your chosen training product, fees, support services, and your obligations before and during your enrolment.
    • Access Appropriate Support Services: Reasonable access to educational support, trainers, assessors, and other staff to help you progress successfully through your training.
    • Privacy and Protection of Personal Information: Your personal information will be collected, used, and stored in accordance with Australian privacy principles, and you have the right to access and correct your own information.
    • Recognition and Credit Transfer: Have your existing skills and qualifications recognised through Recognition of Prior Learning (RPL) or Credit Transfer (CT) processes.
    • A Fair and Transparent Complaints and Appeals Process: Raise grievances and lodge formal complaints or appeals, knowing they will be addressed constructively, timely, fairly, and without bias. This includes the right to appeal an assessment outcome.

     

    For more detailed information, please refer to our Student Code of Conduct.

    Complaints and Appeals

    Allara Learning is committed to ensuring that all stakeholders have easily accessible processes for making a grievance, complaint, and appeal. We promise that the handling of each is done in a way that is constructive, timely, fair, unbiased, and equitable. Your enrolment will be maintained while the complaints and/or appeals process is underway. The complaints and appeals process will be provided at no cost to the complainant unless external services and/or legal action is required.

    If you have a concern, we encourage you to first speak directly with an Allara Learning staff member (e.g., your trainer, student support staff) to attempt to resolve the issue informally. Many concerns can be resolved quickly through direct discussion.

    Types of Complaints and Appeals:

    A grievance or complaint may be either academic or non-academic in nature.

    • Academic Complaints and Appeals include matters related to:
      • The enrolment or induction process.
      • The quality of education provided.
      • Student progress.
      • The conduct or outcomes of assessment (including the right to appeal an assessment outcome).
      • Curriculum and awards in a VET course of study.
    • Non-Academic Complaints and Appeals cover all other matters, including:
      • Personal information that Allara Learning holds in relation to the stakeholder.
      • Allegations involving the conduct of Allara Learning, its trainers, assessors, or other staff.
      • Allegations involving a third-party providing services on the RTO’s behalf, its trainers, assessors, or other staff.
      • Allegations involving the conduct of another learner of the RTO.

     

    Formal Complaint and Appeal Process:

    If your grievance cannot be resolved informally, you can lodge a formal complaint in writing. All formal complaints and appeals must be submitted using a Complaints and Appeals Form (available on our website) or by emailing the RTO General Manager. Upon receipt, your complaint will be entered into our complaints register, and a review will commence within five business days.

    If you are dissatisfied with the outcome of your formal complaint, you may lodge an appeal with the CEO. An independent review panel will be convened to review the dispute. Should the matter remain unresolved after this internal review, you have the right to request an independent external dispute resolution process, with Allara Learning bearing the costs of independent mediation. You may be accompanied and assisted by a support person at any relevant meetings.

    For apprentices or trainees, if your complaint or appeal remains unresolved after our internal processes, you can also complain or appeal to the relevant State Registering Body. Their contact details are:

    • ACT Skills ACT: Phone: (02) 6205 8555, Email: skills@act.gov.au, Online: www.skills.act.gov.au/contact-us
    • NSW Smart and Skilled Enquiries/complaints: Phone: 13 28 11, Email: smartandskilled.enquiries@industry.nsw.gov.au, Online: www.training.nsw.gov.au/build/online_forms/general_enquiry_form.html
    • QLD Apprenticeships Info: Phone: 1800 210 210, Email: apprenticeshipsinfo@qld.gov.au

     

    For full application details and further information on our complaints and appeals process, please refer to our Complaints and Appeals Policy and Procedure.

    Completion, Withdrawal, and Certification

    Allara Learning continuously monitors your student progress via regular reports to identify if you are on track to complete your training product within your enrolment period. Your training facilitator will review your progression and discuss any necessary extensions or support plans with you.

    If you decide to withdraw from your training product, or if it's determined that you are unlikely to complete it, formal procedures for withdrawal or cancellation will be followed. This may involve completing a specific form or providing written notification. The impact on your fees and any potential refunds will be assessed in accordance with our Fees, Charges and Refunds Policy.

    Upon successful completion of all required units of competency and payment of all applicable fees, Allara Learning will issue your Australian Qualifications Framework (AQF) certification (Qualification or Statement of Attainment). Certification will be issued within 30 calendar days of your final assessment date. Our certificates include security features, such as a scannable QR code, to verify authenticity and prevent fraudulent production. Records of all issued certifications are retained for a period of 30 years.

    Allara Learning manages the transition of training products that are superseded, removed, or deleted from the National Register in accordance with regulatory timeframes. If your training product is affected, we will advise you of the changes and the requirement to either complete your training within a specified teach-out period or transfer to a replacement training product. We will work with you to ensure a smooth transition.

    For more detailed information, please refer to our Completion, Withdrawal and Certificate Issuance Policy, and Transition of Training Products Policy.

    Important Policies and Information

    Allara Learning operates under a comprehensive set of policies and procedures to ensure the quality and integrity of our services. We encourage you to familiarise yourself with these documents.

    • Intellectual Property and Copyright: This policy outlines Allara Learning's stance on intellectual property ownership for materials created by staff and your obligations regarding the use of copyrighted material. You must comply with copyright laws and avoid infringement when using learning resources or other materials.
    • Privacy and Personal Information: Your privacy is important to us. This policy details how Allara Learning collects, uses, keeps secure, and discloses your personal information in accordance with the Privacy Act 1988 and Australian Privacy Principles. It also explains your right to access and correct your personal data.
    • Records Management: This policy guides our practices for the creation, maintenance, and storage of all student records. It ensures data integrity and compliance with regulatory requirements, including the secure retention of your training and assessment records for specified periods.
    • Interaction with the National VET Regulator (ASQA): This policy explains Allara Learning's commitment to appropriate cooperation and interaction with ASQA, the National VET Regulator. It covers our responsibilities for providing accurate information, participating in audits, and timely reporting of data and significant changes to our operations.
    • Marketing, Advertising and Sales: This policy ensures that all information provided by Allara Learning regarding its training and assessment services is accurate, ethical, and responsible. It outlines our commitment to transparency in all promotional and marketing materials.
    • Continuous Improvement: Allara Learning is committed to the proactive continuous improvement of its training and assessment services to achieve quality outcomes. We systematically monitor and review our services through feedback, validation, and compliance reviews to ensure ongoing enhancement.
    • Trainer and Assessor Requirements: Allara Learning ensures that training and assessment are delivered only by persons who hold the required credentials, have vocational competencies at least to the level being delivered and assessed, possess current industry skills, and demonstrate ongoing professional development in vocational training and assessment.
    • Training Product Development: This policy defines the process for developing new training products and updating existing ones, ensuring they meet the needs of industry and individual students, and comply with relevant training package requirements.
    • Validation: Allara Learning systematically validates its assessment system, practices, and judgments made by assessors. This includes a 5-year validation plan to ensure assessment tools are consistent with training product requirements, principles of assessment, and rules of evidence.

     

    For more detailed information on any of these areas, please refer to the specific policies and procedures available on the Allara Learning website.

    Nature of our guarantee

    Once you have commenced study in your chosen course and or training program, Allara Learning is committed to providing the highest quality of training and assessment as outlined to you. 

    If Allara Learning is no longer able to provide the training and assessment as initially agreed, then Allara Learning will arrange for the agreed training and assessment to be completed through transfer to another RTO. Prior to the transfer, you, your employers and/ or relevant stakeholders will be formally notified of the arrangements including any refund of fees that may be applicable.

    Notifications of changes agreed services 

    We will advise of any changes to the agreed services relating to your signed terms and conditions, as soon as practicable and provide you with a minimum of 30 days notification of any changes in services or terms and conditions prior to their taking effect.  This includes any changes to the qualification; closure or ceasing to deliver any part of the course in our guarantee; any new third-party arrangements; a change in ownership; or changes to existing third-party arrangements.

    Further information 

    For further information about the contents of this handbook or any other queries or feedback regarding your courses and or training program or any of our services please contact Allara Learning on 1300 772 724 or via email at info@allaralearning.com.au or our Contact us form.

    Contact Us

    General enquiries

    For general questions about Allara Learning or your training, please contact us via:

    Academic support

    If you require academic support, learning assistance, or need to discuss personal challenges impacting your studies, please reach out to your assigned Training Facilitator or our Student Support Team at support@allaralearning.com.au.

    For external referrals to counselling or other wellbeing services, please speak with our Student Support Team.