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CMDA STUDENT HANDBOOK




   CMDA Training Quality System
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                                            CONTENTS
EXECUTIVE OFFICER’S MESSAGE ........................................................... 1
ABOUT THE CMDA...................................................................................... 2
ABSENTEEISM ............................................................................................ 2
ACCESS AND EQUITY ................................................................................ 2
ADVANCED DIPLOMA OF HOSPITALITY SIT60307 – COURSE
STRUCTURE ............................................................................................... 3
ADVERTISING ........................................................................................... 12
ASSESSMENT APPEALS .......................................................................... 12
ASSESSMENT METHODS ........................................................................ 13
ATTENDANCE ........................................................................................... 14
BOOKING, CANCELLATION AND REFUND POLICY................................ 14
STUDENT SUPPORT ................................................................................ 15
COMPETENCY BASED TRAINING ........................................................... 15
CODE OF PRACTICE ................................................................................ 15
COMPLAINTS/APPEALS ........................................................................... 16
COURSE OUTLINES ................................................................................. 16
CMDA TRAINERS AND ASSESSORS ....................................................... 17
DECLARATION OF UNDERSTANDING .................................................... 17
DISCIPLINE................................................................................................ 17
DISTRIBUTION OF INFORMATION........................................................... 18
ENROLMENT ............................................................................................. 18
EQUAL OPPORTUNITY (Access and Equity) ............................................ 18
FEEDBACK ................................................................................................ 18
INDUCTION................................................................................................ 19
ISSUANCE OF QUALIFICATIONS ............................................................. 19
LITERACY AND NUMERACY SUPPORT .................................................. 20
NATIONAL/MUTUAL RECOGNITION ........................................................ 20
OCCUPATIONAL HEALTH AND SAFETY ................................................. 20
PAYMENT OF FEES .................................................................................. 21
PRIVACY POLICY ...................................................................................... 21
RECOGNITION OF PRIOR LEARNING ..................................................... 21
SELF PACED LEARNING - ACCESS ........................................................ 23
SEXUAL HARASSMENT ............................................................................ 23
STUDENT SELECTION ............................................................................. 24
STUDENT LIBRARY–RESOURCES .......................................................... 24
STUDENT AMENITIES .............................................................................. 24
STUDENT COUNSELLING ........................................................................ 24
STUDENT RECORDS ................................................................................ 25
TRAINING DELIVERY ................................................................................ 25
RELEVANT WEB SITES OF INDUSTRY AND LEGISLATIVE BODIES ..... 26




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                 EXECUTIVE OFFICER’S MESSAGE
Welcome,

Thank you for choosing the Club Management Development Australia’s (CMDA) Career
Development Centre (CDC) to assist you to achieve your learning goals.

Your decision to undertake study is an important one. Whether you are seeking to update
or upgrade your skills, or you are seeking a new career direction, our team of friendly and
dedicated staff is available to make your learning experience unique.

To guide you through your study, we have developed this CMDA Student Handbook. It
sets out a range of processes and procedures that are in place to guarantee consistency
and quality. We aim to provide you with the best facilities, trainers and support services to
ensure that your learning experience meets and exceeds your expectations. We also aim
to provide you with value for money.

To help us maintain our high standards, please take time to read this information. You
may wish to refer to the details in this document during your study, so keep it in a safe
place. The CMDA is a Registered Training Organisation (RTO) and is refining its Training
Quality System (TQS) to comply with the Australian Quality Training Framework (AQTF)
Standards for RTOs.

On behalf of the whole team, I wish you an enjoyable and rewarding experience with
CMDA.



Sincerely,


TERRY CONDON
EXECUTIVE OFFICER




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                             ABOUT THE CMDA
The CMDA is a division of the Club Managers Association of Australia (CMAA). The
CMAA is registered as an Industrial Organisation of employees in the terms of the
Industrial Relations Act, 1988. It is also affiliated with the Australian Council of Trade
Unions (ACTU).

The NSW Division (Branch), the Club Managers Association (CMA), is registered as an
Industrial Union of employees in the terms of the industrial Relations Act, 1991. The
Division is also affiliated with the Labor Council of New South Wales and the NSW
Government’s Club Industry Advisory Council.

The CMDA represents the education arm of the CMA. Formed in 1991, it has been
responsible for the design and implementation of the Club Managers Training System
incorporating training requirements for management levels and management training for
the club industry.

The CMDA has operated as a broker of accredited training through a network of registered
public and private providers. As an RTO in its own right, the CMDA will offer nationally
recognised qualifications under the AQF arrangements at Certificate I level to Advanced
Diploma level.

                                 ABSENTEEISM
Students who are unable to attend a scheduled lesson or assessment activity should
contact the receptionist or nominated trainer before the scheduled time to advise of
absenteeism. Once written notification is received re-scheduling options will be advised.

                           ACCESS AND EQUITY
CMDA students shall demonstrate non-discriminatory practices whenever attending a
CMDA event. All students are to take responsibility for making themselves aware of any
legislative and regulatory requirements effecting either their training and/or employment,
including the following:
    NSW Occupational Health and Safety Act 2000;
    NSW Anti-Discrimination Act 1977;
    NSW VET Act 2005;
    Privacy Act 2001; and
    Anti-Discrimination Act 1997.
    For further information see a complete list of websites at the back of this manual.

Reference: CMDA Operational Policy ST4




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   ADVANCED DIPLOMA OF HOSPITALITY SIT60307 –
              COURSE STRUCTURE
OUTLINE OF COURSE STRUCTURE
The courses within the Advanced Diploma are nested and sequential, the Certificate I
follows pathways through into the Advanced Hospitality level. The learning and
assessment is based on the National Training Packages for the Hospitality Industry under
the AQF.

REQUIREMENTS TO RECEIVE QUALIFICATION
The participant must successfully achieve all of the learning outcomes in the packages in
order to receive the relevant qualification.

The Advanced Diploma of Hospitality SIT60307 consists of the following nested and
sequential qualifications:

CERTIFICATE I IN HOSPITALITY SIT10207
                 All of the Core units listed below, PLUS the required Elective units.
 In all cases selection of electives must be guided by the JOB outcome sought, the local industry
       requirements and the characteristics of this qualification (as per the AQF descriptors).


Core Units – Five (5)
SITHIND001A        Develop and update hospitality industry knowledge
SITXCOM001A        Work with colleagues and customers
SITXCOM002A        Work in a socially diverse environment
SITXOHS001A        Follow health, safety and security procedures
SITXOHS002A        Follow workplace hygiene procedures
Elective Units
Two (2) units selected from one or more of the functional areas of the Hospitality Training Package listed
below:

Client & Customer Service
SITXCCS001A Provide visitor information
SIRXCCS001A Apply point-of-sale handling procedures
Communication & Team Work
TDTE597B       Carry out basic workplace calculations
Finance
SITXFIN001A        Process financial transactions
Food & Beverage
SITHFAB001A        Clean and tidy bar areas
SITHFAB002A        Operate a bar
SITHFAB003A        Serve food and beverage to customers
SITHFAB005A        Provide table service of alcoholic beverages
SITHFAB009A        Provide responsible service of alcohol
SITHFAB010A        Prepare and serve non-alcoholic beverages
SITHFAB012A        Prepare & serve espresso coffee
Inventory
SITXINV001A        Receive and store stock


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CERTIFICATE II IN HOSPITALITY SIT20207

    Completion of Certificate I requirements, PLUS the Core units listed below, and the required
                                          Elective units.
   In all cases selection of electives must be guided by the JOB outcome sought, the local
industry requirements and the characteristics of this qualification (as per the AQF descriptors).


    Core Units – Six (6)
    SITHIND001A        Develop and update hospitality industry knowledge
    SITXCOM001A        Work with colleagues and customers
    SITXCOM002A        Work in a socially diverse environment
    SITXOHS001A        Follow health, safety and security procedures
    SITXOHS002A        Follow workplace hygiene procedures
    SITHFAB020A        * Apply food and beverage skills in the workplace
    SITHIND002A        ** Apply hospitality skills in the workplace
    * For candidates completing F&B specialisation
    ** For candidates NOT completing F&B specialisation

    Elective Units
    Six (6) units, with at least four (4) selected from one or more of the functional areas of the Tourism,
    Hospitality & Events Training Package. Select from those units listed at previous qualification level or
    from those listed below:
    Administration
    SITXADM001A Perform office procedures
    Client & Customer Service
    SITXCCS002A Provide quality customer service
    SITXCCS004A Provide club reception services
    Communication & Team Work
    TDTE597B       Carry out basic workplace calculations
    Finance
    SITXFIN002A        Maintain financial records
    Food & Beverage
    SITHFAB004A        Provide food and beverage service
    SITHFAB006A        Operate cellar systems
    SITHFAB007A        Complete retail liquor sales
    SITHFAB008A        Provide room service
    SITHFAB011A        Develop and update food and beverage knowledge
    Food Safety
    SITHFSA003A        Transport and store food in a safe and hygienic manner
    Gaming
    SITHGAM001A        Attend gaming machines
    SITHGAM002A        Operate a TAB outlet
    SITHGAM003A        Conduct a Keno game
    SITHGAM006A        Provide responsible gambling services
    Risk Management & Security
    PRSSO217A      Provide lost and found facility




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CERTIFICATE III IN HOSPITALITY SIT30707

 Completion of Certificate II, PLUS the Core units listed below, and the required Elective units.
 In all cases selection of electives must be guided by the JOB outcome sought, the local industry
       requirements and the characteristics of this qualification (as per the AQF descriptors).


Core Units – Eight (8)
SITHIND001A        Develop and update hospitality industry knowledge
SITXCCS002A        Provide quality customer service
SITXCOM001A        Work with colleagues and customers
SITXCOM002A        Work in a socially diverse environment
SITXHRM001A        Coach others in job skills
SITXOHS001A        Follow health, safety and security procedures
SITXOHS002A        Follow workplace hygiene procedures
SITHFAB021A        * Provide and coordinate food and beverage service
SITHIND003A        ** Provide and coordinate hospitality service
* For candidates completing F&B specialisation
** For candidates NOT completing F&B specialisation

Elective Units
Eight (8) units, with at least six (6) selected from one or more of the functional areas of the Tourism,
Hospitality & Events Training Package. Select from those units listed at previous qualification levels or
from those listed below:
Administration
SITXADM002A        Source and present information
SITXADM003A        Write business documents
SITXADM004A        Plan and manage meetings
BSBEBUS401A        Conduct online research
Communication & Team Work
SITXCOM003A Deal with conflict situations
SITXCOM004A Communicate on the telephone
SITXCOM005A Make presentations
SITXCOM006A Address protocol requirements
Computer Operations & ICT Management
BSBADM304A Design and develop text documents
BSBADM305A Create and use databases
BSBCMN108A Develop keyboard skills
BSBCMN205A Use business technology
BSBCMN213A Produce simple word-processed documents
BSBCMN306A Produce business documents
Environmental Sustainability
SITXENV001A Participate in environmentally sustainable work practices
Finance
SITXFIN003A        Interpret financial information
First Aid
HLTFA301B          Apply first aid




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Food & Beverage
SITHFAB013A        Provide specialist advice on food
SITHFAB014A        Provide specialist advice on wine
SITHFAB015A        Prepare and serve cocktails
SITHFAB016A        Plan and monitor espresso coffee service
SITHFAB017A        Provide gueridon service
SITHFAB018A        Provide silver service
FDFCDSEWB          Evaluate wines (standard)
FDFCDSSTTA         Conduct a standard product tasting
Food Safety
SITHFSA001A        Implement food safety procedures
Gaming
SITHGAM004A        Analyse and report on gaming machine data
Inventory
SITXINV002A        Control and order stock
Occupational Health & Safety
SITXOHS003A       Identify hazards, and assess and control safety risks
SITXOHS004A       Implement and monitor workplace health, safety and security practices
Quality and Innovation
SITXQUA001A Contribute to workplace improvements
SITXQUA002A Originate and develop a concept
SIRXQUA001A Develop innovative ideas at work
Risk Management & Security
PRSSO321A       Provide for the safety of persons at risk
PRSSO211A       Monitor and control individual and crowd behaviour
SIRXRSK001A     Minimise theft
Sales
SIRXSLS001A        Sell products and services
SIRXSLS002A        Advise on products and services
Tourism Sales and Operations
SITTTSL007A       Receive and process reservations
SITTTSL010A       Control reservations or operations using a computerised system




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CERTIFICATE IV IN HOSPITALITY SIT40307

  Completion of Certificate III requirements, PLUS the Core units listed below, and the required
                                          Elective units.
 In all cases selection of electives must be guided by the JOB outcome sought, the local industry
        requirements and the characteristics of this qualification (as per the AQF descriptors).

Core Units – 14 units
SITHIND003A       Provide and coordinate hospitality service
SITXCCS002A Provide quality customer service
SITXCOM001A Work with colleagues and customers
SITXCOM002A Work in a socially diverse environment
SITXCOM003A Deal with conflict situations
SITXFIN003A       Interpret financial information
SITXHRM001A Coach others in job skills
SITXHRM005A Lead and manage people
SITXINV001A       Receive and store stock
SITXINV002A       Control and order stock
SITXMGT001A Monitor work operations
SITXOHS001A Follow health, safety and security procedures
SITXOHS002A Follow workplace hygiene procedures
SITXOHS004A Implement and monitor workplace health, safety and security practices
Elective Units

Twelve (12) units, with at least eight (8) selected from one or more of the functional areas of the Tourism,
Hospitality & Events Training Package. Select from those units listed at previous qualification levels or
from those listed below:
Communication & Team Work
SITXCOM003A Deal with conflict situations
SITXCOM004A Communicate on the telephone
SITXCOM005A Make presentations
SITXCOM006A Address protocol requirements
Computer Operations & ICT Management
BSBADM306A Create electronic presentations
BSBADM403A Develop and use complex databases
BSBADM404A Develop and use complex spreadsheets
BSBCMN214A Create and use simple spreadsheets
BSBEBUS302A Use and maintain electronic mail system
BSBEBUS403A Communicate electronically
CUFIMA01A        Produce and manipulate digital images
ICAS1193A        Connect a workstation to the internet
ICAS2017A        Maintain system integrity
Environmental Sustainability
SITXENV002A Implement and monitor environmentally sustainable work practices
Events
SITXEVT005A        Organise in-house events or functions




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Finance
SITXFIN004A       Manage finances within a budget
SITXFIN005A       Prepare and monitor budgets
BSBADM308A        Process payroll
BSBADM309A        Process accounts payable and receivable
BSBADM408A        Prepare financial reports
Food & Beverage
SITHFAB013A       Provide specialist advice on food
SITHFAB014A       Provide specialist advice on wine
SITHFAB015A       Prepare and serve cocktails
SITHFAB016A       Plan and monitor espresso coffee service
SITHFAB017A       Provide gueridon service
SITHFAB018A       Provide silver service
SITHFAB019A       Manage wine for a wine outlet
Governance & Legal Compliance
SITXGLC001A Develop and update legal knowledge required for business compliance
Human Resource Management
SITXHRM002A Recruit, select and induct staff
SITXHRM003A Roster staff
SITXHRM004A Manage volunteers
SITXHRM006A Monitor staff performance
SITXHRM009A Provide mentoring support to business colleagues
Management & Leadership
SITXMGT002A Develop and implement operational plans
SITXMGT004A Develop and implement a business plan
SITXMGT006A Establish and conduct business relationships
Marketing & Public Relations
SITXMPR001A Coordinate production of brochures and marketing materials
SITXMPR002A Create a promotional display or stand
SITXMPR003A Plan and implement sales activities
SITXMPR004A Coordinate marketing activities
SITXMPR006A Participate in cooperative online marketing initiatives for the tourism industry
BSBMKG401A Profile the market
Working in Industry - Hospitality
SITHIND001A      Develop and update hospitality industry knowledge




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DIPLOMA OF HOSPITALITY SIT50307

 Completion of Certificate IV, PLUS the Core units listed below, and the required Elective units.
 In all cases selection of electives must be guided by the JOB outcome sought, the local industry
       requirements and the characteristics of this qualification (as per the AQF descriptors).

Core Units – 23 units
SITXCCS002A Provide quality customer service
SITXCCS003A Manage quality customer service
SITXCOM001A Work with colleagues and customers
SITXCOM002A Work in a socially diverse environment
SITXCOM003A Deal with conflict situations
SITXFIN003A         Interpret financial information
SITXFIN004A         Manage finances within a budget
SITXFIN005A         Prepare and monitor budgets
SITXGLC001A Develop and update legal knowledge required for business compliance
SITXHRM001A Coach others in job skills
SITXHRM003A Roster staff
SITXHRM005A Lead and manage people
SITXHRM007A Manage workplace diversity
SITXINV001A         Receive and store stock
SITXINV002A         Control and order stock
SITXMGT001A Monitor work operations
SITXMGT001A Develop and implement operational plans
SITXMGT006A Establish and conduct business relationships
SITXOHS001A Follow health, safety and security procedures
SITXOHS002A Follow workplace hygiene procedures
SITXOHS004A Implement and monitor workplace health, safety and security practices
SITXOHS005A Establish and maintain an OHS system
Plus one of the following
SITHIND003A         Provide and coordinate hospitality service
SITHCCC028A Prepare, cook and serve food for menus
Elective Units

Sixteen (16) units, with at least thirteen (13) selected from one or more of the functional areas of the
Tourism, Hospitality & Events Training Package. Select from those units listed at previous qualification
levels or from those listed below:
Environmental Sustainability
SITXENV003A Develop workplace policy and procedures for sustainability
Finance
SITXFIN006A        Obtain and manage sponsorship
SITXFIN007A        Manage physical assets
SITXFIN008A        Manage financial operations
BSBADM310A         Maintain a general ledger
BSBADM408A         Prepare financial reports
BSBADM505A         Manage payroll
First Aid
HLTFA302A          Provide first aid in remote situation




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Food Safety
SITXFSA002A      Develop and implement a food safety program
Gaming
SITXGAM005A Develop and manage gaming activities
Human Resource Management
SITXHRM008A Manage workplace relations
Inventory
SITXINV003A      Manage and purchase stock
Management & Leadership
SITXMGT003A Manage projects
SITXMGT005A Manage business risk
SITXMGT006A Establish and conduct business relationships
Marketing & Public Relations
SITXMPR005A Develop and manage marketing strategies
Quality & Innovation
SIRXQUA002A Lead a team to foster innovation
SIRXQUA003A Create an innovative work environment
SIRXQUA004A Set up systems that support innovation
Risk Management & Security
PRSSO320A       Plan and conduct evacuation of premises




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ADVANCED DIPLOMA OF HOSPITALITY SIT50307

    Completion of Diploma, PLUS the Core units listed below, and the required Elective units.
 In all cases selection of electives must be guided by the JOB outcome sought, the local industry
       requirements and the characteristics of this qualification (as per the AQF descriptors).

Core Units – 29 units
SITXCCS002A          Provide quality customer service
SITXCCS003A          Manage quality customer service
SITXCOM001A Work with colleagues and customers
SITXCOM002A Work in a socially diverse environment
SITXCOM003A Deal with conflict situations
SITXFIN003A          Interpret financial information
SITXFIN004A          Manage finances within a budget
SITXFIN005A          Prepare and monitor budgets
SITXFIN007A          Manage physical assets
SITXFIN008A          Manage financial operations
SITXGLC001A          Develop and update legal knowledge required for business compliance
SITXHRM001A Coach others in job skills
SITXHRM002A Recruit, select and induct staff
SITXHRM003A Roster staff
SITXHRM005A Lead and manage people
SITXHRM006A Monitor staff performance
SITXHRM007A Manage workplace diversity
SITXINV001A          Receive and store stock
SITXINV002A          Control and order stock
SITXMGT001A Monitor work operations
SITXMGT001A Develop and implement operational plans
SITXMGT004A Develop and implement a business plan
SITXMGT006A Establish and conduct business relationships
SITXMPR005A Develop and manage marketing strategies
SITXOHS001A          Follow health, safety and security procedures
SITXOHS002A          Follow workplace hygiene procedures
SITXOHS004A          Implement and monitor workplace health, safety and security practices
SITXOHS005A          Establish and maintain an OHS system
Plus one of the following
SITHIND003A          Provide and coordinate hospitality service
SITHCCC028A          Prepare, cook and serve food for menus
Elective Units

Eighteen (18) units, with at least fifteen (15) selected from one or more of the functional areas of the
Tourism, Hospitality & Events Training Package. Select from those units listed at previous qualification
levels.

NOTE: (1) A maximum of three (3) elective units may be imported from another Training Package.
      (2) A maximum of one (1) Languages other than English unit may be counted as an elective in this
          qualification.




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                                  ADVERTISING
From time to time, the CMDA will advertise courses and training programs.
Advertisements will detail the name of the program, qualification outcome and details of
accreditation.

All advertisements will comply with relevant legislative requirements for equal opportunity
and access and equity, as well as the AQTF Standards for RTOs. Students responding to
advertisements should note the course code included in the advertisement.

Reference: CMDA Operational Policy AD6

                         ASSESSMENT APPEALS
Your instructor is to outline the assessment methods and requirements for your course as
part of your course induction. If your instructor fails to provide this information, please
request details.

If you are not satisfied with the outcome of an assessment you may appeal the decision.
The focus of the appeals process is to listen to the student’s reasons for appeal and to
provide explanations about how the assessment outcomes were determined.

Students have two weeks from receipt of the initial assessment outcome to appeal to the
Education Manager. The process to manage appeals is summarised as follows:
   The student completes a Assessment Appeal Application form available from the
     Student Services Coordinator;
   Interview with Assessor, Student, and Education Manager;
   Review assessment results, projects and/or assignments; and
   New result and/or end appeal.
OR
   Set new assessment as required;
   Complete re-assessment; and
   New result and/or end appeal (Education Manager moderates outcome).

Students are entitled to formally present their case for appeal against an assessment
outcome decision.

Where an appeal is granted, a new assessment outcome is issued and validated by the
Education Manager. Where agreement cannot be reached, the Education Manager shall
be appointed as moderator. Where external assessors are required, the student may be
required to contribute towards the costs of the assessment.
All appeal decisions will be provided in writing to the appealant.

Reference: CMDA Operational Policy AS1 and AS6




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                          ASSESSMENT METHODS
Because of the flexible delivery options available, some subjects involve projects,
assignments and a range of other learning activities which are assessed against the
performance criteria in the units of competency. Instructors will provide written project and
assignment outlines for these activities. Instructors will also indicate the due date for
project and/or activity completion assessments when distributing outlines. Please talk to
your instructor about the requirements for your course.

Students are encouraged to plan their study activities to ensure that projects are
completed on time. Due dates are negotiable by discussion with instructors, with a
maximum limit of one month from course completion for submission of assessment
materials.

  ASSESSMENT:                     DESCRIPTION:                                  EXAMPLES:
       Interview        This option is designed to help you         A highly structured interview is used to
                        demonstrate your capabilities in an         gather information in relation to your
                        interview situation. The interview may      skills in a particular area, through
                        be conducted one to one, or in a panel      questioning techniques.
                        situation.
      Practical         These are a useful way of providing         Restaurant service, cooking a range of
    demonstration       direct evidence for the assessor to see     dishes in a commercial kitchen, bar
                        at first hand your ability to complete a    service, club reception.
                        particular task or set of skills to
                        produce a product or work sample.
        Video           This option allows you to demonstrate       Examples include meetings,
                        job specific skills in a visual format,     presentations to an audience,
                        which is then assessed by a subject         documenting job specific tasks etc.
                        expert.
     Visual/Oral        It is often used when an assessor is        This evidence demonstrates skills
     Slide/Tapes        not present.                                performed by you using equipment
                                                                    that is generally inaccessible, to the
                                                                    assessor.
     Case Study         You may present photographs, slides         Suitable for competencies which use
                        and audio tapes, to demonstrate your        problem solving techniques and
                        competency, which is job/task specific.     require you to think on your feet such
                                                                    as interpersonal skills, issues involving
                                                                    staff grievances etc.
      Project or        In an interview, a situation is presented   Examples include essays, plans,
     Assignment         by the assessor, which you are then         assignments which are theoretical in
                        required to solve, in order to assess       nature.
                        your problem solving techniques and
                        knowledge.
 Documents/Portfolios   In the production of a project or           Documentation can include
                        assignment, your skills and knowledge       Certificates, letters of reference,
                        can be graded effectively by the            verbal referees, course information,
                        subject expert.                             logbooks or diaries, reports, letters of
                                                                    acknowledgment, results of
                                                                    performance reviews, copies of media
                                                                    releases that demonstrate
                                                                    achievement related to the skills.
   Oral Presentation    You are welcome to supply official          Suitable for specialised theoretical
                        documentation of prior experience, as       competencies, such as Sales &
                        this is the most concrete form of           Marketing, and Management level,
                        evidence. The assessor authenticates        e.g. presenting a model of
                        this evidence, and the subject expert       management of the future for an
                        assesses its relevance.                     organisation.
 Oral Presentation to   In an interview situation, presentations    Focuses on presentation skills and
     an audience        of arguments or evidence demonstrate        may occur in a staff meeting, a


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                       your competency in a given field. Time     classroom to demonstrate specialist
                       is given for research and preparation.     knowledge, e.g. about OH&S issues.
       All round       You may present evidence / arguments       May take the shape of a
      Assessment       to demonstrate competency in a given       questionnaire, survey or evaluation
     (360 degrees)     field in the presence of a group and the   relating to duties, meetings with
                       assessor. Time is given for research.      supervisors and subordinates, peer
                                                                  comments in a log book, or by verbal
                                                                  communication with these people.

Reference: CMDA Operational Policy AS1

                                    ATTENDANCE
Students are required to attend programs as advised during course induction.

     BOOKING, CANCELLATION AND REFUND POLICY
The CMDA Booking, Cancellation and Refund Policy is as follows:
  1. Places are allocated in order of receipt of registration form.
  2. Written cancellation received more than seven days prior to the commencement of
     the course will be subject to an administration fee of $25 per person. Written advice
     should be directed to the Student Services Coordinator.
  3. No refund will be given for cancellations received within seven days of
     commencement of the course.
  4. If no written cancellation is received prior to the course, and the participant does not
     attend on the day(s), then the participant or the authorising club or company are
     liable for full course fees.
  5. Transfer of course registration more than seven days prior to course commencement
     will be subject to an administration fee of $25. Written advice should be directed to
     the Student Services Coordinator.
  6. Transfer of course registration within seven days prior to course commencement will
     be subject to an administration fee of 50% of full course fee (a medical certificate or
     statutory declaration is the only exception within two weeks of course
     commencement). Written advice should be directed to the Student Services
     Coordinator.
  7. If a participant cannot attend, a substitute can attend in their place. Written
     notification is to be directed to the Student Services Coordinator.
  8. If a participant does not attend, they must submit in writing the reason for non-
     attendance for consideration of partial refund or enrolment in a following course.
  9. The CMDA reserves the right to cancel or postpone a course in the event of
     unforeseen circumstances or insufficient numbers.
  10. If a course is cancelled participants will be booked onto the next available course,
     or you may request a full refund at no cost.

The CMDA Booking, Cancellation and Refund Policy is to be provided to (but not limited
to) students in the following media:
    CMDA Course Registration form;
    CMDA Student Handbook;
    CMDA Code of Practice; and
    CMAA Website.




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                            STUDENT SUPPORT
Prior to enrolment, the CMDA shall make available to each student clear information on
the following:
    Student selection, enrolment and induction and/or orientation procedures;
    Course information, including content and vocational outcomes;
    Fees and charges, including refund policy and exemptions (where applicable);
    Provision for language, literacy and numeracy assessment;
    Student support, including any external support the CMDA has arranged for clients;
    Flexible learning and assessment procedures;
    Welfare and guidance services;
    Appeals and complaints procedures;
    Disciplinary procedures;
    Staff responsibilities for access and equity; and
    Recognition of Prior Learning (RPL) arrangements.
     Further information may be obtained from the Relevant Legislative websites
        displayed in the last section of this handbook.

Reference: CMDA Operational Policy and Procedures

                  COMPETENCY BASED TRAINING
Nationally recognised courses delivered by CMDA are competency based. This means
that training is delivered based on units of competency developed by industry.

Student’s abilities are assessed against these units of competency on a ‘can do’ basis.
When a student can demonstrate competency or show that they can demonstrate their
understanding and or ability, they can be assessed as competent.

If a student is not successful on the first attempt, they are provided with feedback and
given further opportunities to demonstrate competency. This will attract no additional fee.

                            CODE OF PRACTICE

A CMDA Code of Practice Policy and manual have been developed and endorsed by the
staff and management of the CMDA. The policy and manual provide a framework for
training delivery and assessment. The CMDA Code of Practice is distributed to all
students enrolled in nationally recognised training as well as all CMDA staff.

Please take the time to read the CMDA Code of Practice manual available on our website.




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                         COMPLAINTS/APPEALS
If at any time during your study with CMDA you are not satisfied with any feature of your
course, or the CMDA services, please speak to your instructor or the Receptionist and/or
Student Services Coordinator.

If your complaint cannot be resolved at this level, please ask to see the Education
Manager. If the Education Manager cannot resolve the matter, an independent mediator
will be appointed.

Students have two weeks from the completion of training and/or incident to lodge a
complaint with the Education Manager or authorised officer. The process to manage
complaints is summarised as follows:
   The student completes a Complaint Report form available from the Student Services
     Coordinator;
   Interview with Student and Education Manager or authorised officer;
   Review complaint details;
   Determine if action requires a Request for Improvement or take appropriate action;
     and review outcome.
   The outcome of any complaint will be provided in writing to the complainant.
   Students may appeal the decision in writing to the Education Manager.
   All appeals will be presented to the Board of Management Studies monthly meeting
     for review and determination.
   The outcome of any appeal will be provided in writing to the complainant.
    Further information may be obtained from the Relevant Legislative websites
       displayed in the last section of this handbook.

Reference: CMDA Operational Policy TR15

                             COURSE OUTLINES
A course outline has been developed for all CMDA nationally recognised courses. Please
ensure that you have received a course outline for your course before commencing study.

The course outline provides information on the following:
   Course name;
   Qualification name;
   Course entry requirements;
   Nominal length;
   Delivery dates;
   Cost;
   Coordinator name;
   Course content; and
   Requirements to receive the qualification.

Reference: CMDA Operational Policy AD6 and TR2




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                CMDA TRAINERS AND ASSESSORS
The CMDA Trainers and Assessors are selected against strict criteria according to the
AQTF Standards for RTOs, which ensures that they possess both academic and industry
qualifications in the subject areas they are involved with. The trainers and assessor as a
minimum have qualifications to the level of Certificate IV in Training and Assessment (or
equivalent) to deliver the nationally recognised courses offered by CMDA.

The Trainers and Assessors are required to participate in an ongoing skills development
program to maintain and update their technical knowledge. This ensures that students
receive the best possible instruction and assessment. Students can have full confidence
in the skills, knowledge and professional standing of our staff.

Reference: CMDA Operational Policy ST3, AS3 and ST1

              DECLARATION OF UNDERSTANDING
All students are required to complete and sign a Declaration of Understanding form prior to
the commencement of a course. The declarations are available from the CMDA trainer,
prior to commencement of the course.

The Declaration of Understanding form is a statement that:
   You have read and understood the CMDA Student Handbook and the CMDA Code
    of Practice Manual;
   You understand your obligations and responsibilities as a student;
   You have been offered the opportunity to access learning support;
   You have been provided with a course outline for the course in which you have been
    accepted;
   You have been advised of the structure of the course; and
   You have been advised of the qualification to be issued on successful completion of
    the course including all relevant assessments.

Reference: CMDA Operational Policy AD4

                                     DISCIPLINE
Where a student does not comply with the requirements detailed in the CMDA Student
Handbook, a staff member approved by the Education Manager shall counsel the student.
The offending Student is referred to the Education Manager for an interview, conducted in
a suitable environment that ensures confidentiality and comfort. The Student is advised of
any action, incident or behaviour, which is indicated as requiring review.
The Education Manager identifies what, if any, action is required and responds
accordingly, details of the interview and actions taken are recorded and placed in the
Student file.

Reference: CMDA Operational Policy TR11




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                   DISTRIBUTION OF INFORMATION
Information and updates of all legislation and regulations affecting training for students will
be made available from time to time in memo form. The memos are made available to all
Students through (but not limited to) the following media:
    Student notice-board located in college;
    Distribution by trainer at lesson commencement;
    By mail as part of newsletter;
    Fax;
    Email; and/or
    CMAA website.

Reference: CMDA Operational Policy AD4, AD6 and TR2

                                     ENROLMENT
Students are required to complete a Student Details form before commencing study. This
form is used to create a student history file. All personal information is strictly confidential.

Reference: CMDA Operational Policy AD4

          EQUAL OPPORTUNITY (Access and Equity)
The CMDA has policies in place for Access and Equity, and Anti-Discrimination.
Discrimination of anyone, on the basis of the following, is prohibited:
   Gender;
   Pregnancy;
   Marital status;
   Physical appearance;
   Psychological situation;
   Homosexuality (men or women, actual or presumed); and/or
   Age.
 Further information may be obtained from the Relevant Legislative websites displayed
   in the last section of this handbook.

Reference: CMDA Operational Policy ST4

                                       FEEDBACK
On completion of each nationally recognised program unit and/or full course, students are
asked to complete a Course Evaluation form. This activity is optional, however, student
feedback is invaluable in maintaining course quality and relevance. The Course
Evaluation form is reviewed by the Education Manager and shared with the CMDA staff as
part of a quality assurance system.
A course evaluation form will be provided by your trainer at the end of the course.

The CMDA encourages course graduates to maintain contact with the instructors and
other students through a range of industry competitions and/or initiatives.

Reference: CMDA Operational Policy AS8


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                                      INDUCTION
After enrolling, students complete an induction. The student induction will be arranged
with an instructor or other member of the CMDA’s staff.

Student induction will include the following:
   A tour of training facilities;
   Distribution and explanation of the CMDA Student Handbook and CMDA Code of
     Practice;
   Introduction to relevant instructors;
   Issue of course outline including any uniform or special clothing requirements;
   Outline of assessment requirements for the course and/or training program;
   Explanation of RPL procedure;
   Supply of reading lists and/or text book references; and
   Supply of equipment requirements.

Induction is an important part of commencing a program of study. Students should take
this opportunity to ask any questions related to the program, student facilities, access to
support services or any other information required. Please discuss these issues with your
instructor if you miss the induction.

Reference: CMDA Operational Policy AD4 and TR2

                   ISSUANCE OF QUALIFICATIONS
The CMDA issues qualifications when all assessment decisions have been agreed and
endorsed by the Education Manager or authorized officer, because a qualification issued
by the CMDA is evidence of student competency.

The CMDA issues qualifications for nationally recognised training in accordance with the
national requirements of the Australian Qualifications Framework, and qualifications are
valid only if, as a minimum, they include the following:
    Signature of the Education Manager or authorized officer;
    The full name of the recipient;
    The full name and national code of the qualification or unit of competency completed;
    The logo of NSW Vocational Education and Training Accreditation Board (VETAB);
    The Nationally Recognised Training (NRT) logo;
    The logo and registration number of the RTO; and
    A separate list of each unit of competency completed in the case of a full
      qualification.

Certificates must be represented in terms as recognised by the AQTF and set out in the
AQF handbook.

Full qualifications are only issued where all units of competency of the qualification have
been achieved. Where all units of competency have not been achieved, a Statement of
Attainment for units completed will be issued detailing the qualification from which the units
have been taken. All Certificates and Statements of Attainment will be forwarded within 2
weeks of receipt of completed assessments.


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NOTE: For non-accredited courses, a Certificate of Attendance will be issued. These are
recognised by industry but do not provide automatic credit or credit transfer to other RTOs.

Reference: CMDA Operational Policy AD2

              LITERACY AND NUMERACY SUPPORT
The CMDA provides access to specialist support for students who require additional
support with literacy, numeracy and/or study skills. Students should initially discuss these
requirements with their trainer.

All discussions are held in the strictest of confidence. The CMDA aims to link students
with the best possible support to help them complete their study whilst maintaining their
personal dignity.

Reference: CMDA Operational Policy TR10, ST4 and TR2

                NATIONAL/MUTUAL RECOGNITION
Students may, upon enrolment into a course, submit AQF qualifications and Statements of
Attainment issued by other RTOs as evidence of current competencies.

The Education manager or authorized officer will review the application and provide the
student with timely and clear feedback on any recognition or credit given.
To apply for national recognition (credit) complete the form available on our website.

Further information may be obtained from the Relevant Legislative websites displayed in
the last section of this handbook.

Reference: CMDA Operational Policy TR14

             OCCUPATIONAL HEALTH AND SAFETY
The CMDA undertakes to provide facilities, which provide a safe learning environment in
accordance with State and Commonwealth legislative and regulatory requirements. Under
the NSW Occupational Health and Safety Act 2000 (OH&S Act), students are to observe
safe work practices when completing training activities at the CMDA. Students operating
machinery or working with chemicals are advised to familiarise themselves with
information regarding hazard risks and emergency procedures.

When moving or lifting any equipment students should observe standard workplace
principles for safety. If in doubt, students should seek advice from instructors and/or other
staff. Students are required to report any damage to equipment or personal injury
immediately to an instructor.

Copies of the relevant OH&S Acts and Regulations are available to students and staff on
request. Detailed information is also available through the NSW WorkCover web site on
www.workcover.nsw.gov.au

Reference: CMDA Operational Policy TR8



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                             PAYMENT OF FEES
All fees for courses are to be paid prior to delivery unless approval has been given by the
education manager. Students are advised of all costs as per booking policy. Students
paying fees will be issued with an official receipt. Students should keep this receipt.

Reference: CMDA Operational Policy AD7

                               PRIVACY POLICY
The CMDA is committed to protecting your privacy and the confidentiality of information
provided to us as regulated by the Privacy Act 2001.

The information you provide is necessary to enable the processing of your registration and
updating your current records with us. The information will be used to contact you
regarding registrations and cancellations, provide you with information about a range of
current and future executive development opportunities and other prospective events that
may be of interest to you.

Information provided by you may only be disclosed to a relevant third party as a part of the
registered training organisation quality audit requirements.

Students may opt out of receiving marketing material by contacting the CMDA Student
Services Coordinator and requesting to ‘unsubscribe’.

Further information may be obtained from the Relevant Legislative websites displayed in
the last section of this handbook.

Reference: CMDA Operational Policy QM6

               RECOGNITION OF PRIOR LEARNING
Recognition of Prior Learning (RPL) is a process where students can apply to be given
credit for previous experience or skills gained through other training and experience.
Instructors will outline the RPL process during induction. Formal RPL is available only for
nationally recognized units of competency.

Students applying for RPL must complete an application form available from instructors or
the Student Services Coordinator.

The following six steps is a summary of the process for RPL once a student has enrolled
and payment has been recieved:
  1. Application (Self-Assessment);
  2. Apply for RPL;
  3. Interview;
  4. Exemption granted and/or relevant assessment exercises set and completed;
  5. Outcome advised; and
  6. Appeal if required.




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1. APPLICATION (SELF-ASSESSMENT)
Applicants complete an application and submit as instructed during induction. To apply for
recognition of prior learning, applicants will need to gather information on relevant training
packages or experience already completed. Applicants will be provided with the unit of
competency which they are seeking recognition for. (see course outline).

2. APPLY
On the basis of previous study, the applicant is advised to supply the following:
    The name of the institution;
    Proof of successful completion (transcript of results);
    Course and unit outlines from the syllabus; and
    Testimonial as to workplace experience from a reliable or recognised source.

In the case of the application being made on the basis of life or prior work experience, the
applicant is advised to include documentary evidence that assists in matching their skills
against the course outline. This may include evidence from a previous employer showing
the following:
    Employers name;
    Job title held by the applicant;
    Period during which the position was held; and
    Nature of the duties performed.

Where the application is being made on a combination of life and/or work experience and
previous study, the applicant is advised to provide as much documentary evidence as
possible to assist the process.

Where applications are made in areas that are heavily influenced by new technology or
special health, hygiene or safety procedures, applicants are advised to pay particular
attention to providing evidence that shows that their skills and knowledge in this area are
current.

3. INTERVIEW
As part of the appraisal of the application, students may be required to attend an interview
to discuss features of the application.

4. RPL GRANTED AND/OR RELEVANT ASSESSMENT EXERCISES SET AND
   COMPLETED
Where an applicant is successful in being granted RPL for units of the program, the
student will be issued with an RPL statement. Where more information is required
students may be required to supply additional evidence, or complete a challenge test for
practical skill assessment.

Where assessment exercises are set, the applicant will be provided with details of the
assessment activity and given time to prepare. This may involve reading course outlines
and/or completing an oral assessment. For practical assessments applicants will be
provided with resources required. A materials fee may be charged for some practical
assessments.




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5. OUTCOME ADVISED
RPL applicants will be advised in writing of the outcome of their application. Recognition of
prior learning granted will be recorded on the students training record. A Statement of
Attainment will be issued for the units of competencies achieved through RPL. Post
appraisal guidance will be available if required.
(RPL is only available for a full unit of competency)

6. APPEALS
Appeals to the decision must be made in writing to the CMDA Education Manager within 2
weeks of the notification of the result. The CMDA Education Manager will receive all
appeals. Any appeal will be adjudged by formal assessment (Workplace/Assignment/Oral
interview).

Applicants may be responsible for costs associated with the contracting of independent
and/or external assessors involved in the appeals process.

Reference: CMDA Operational PolicyTR14, AS4, AS5 and AS6

                 SELF PACED LEARNING - ACCESS
Students completing self-paced learning (Which is not part of scheduled classes) at the
CMDA CDC are responsible for maintaining the training areas in good condition. Students
are required to clean work areas after use and report any damage to the Student Services
Coordinator.

                          SEXUAL HARASSMENT
The management and staff of the CMDA aim to foster a safe working environment for all.
Sexual harassment of any kind will not be tolerated.

Sexual harassment may consist of any of the following:
   Unwelcome comments or questions about a person’s sex life;
   Suggestive behaviour;
   Staring and/or leering;
   Unnecessary familiarity;
   Sexual jokes, offensive telephone calls, photographs, reading matter or objects;
   Sexual propositions; and/or
   Unwanted physical advances and/or physical contact.

Students are required to report any instances of such behaviour to the Education
Manager.

Further information may be obtained from the Relevant Legislative websites displayed in
the last section of this handbook.

Reference: CMDA Operational Policy TR11

                                        SMOKING
All internal areas of the CMDA CDC are designated as no smoking. Please observe this
requirement or disciplinary action will be taken.

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                            STUDENT SELECTION
Prospective students may apply to the CMDA at any time for any of the nationally
recognised courses and training programs offered. Students complete a Student Details
form. The form requires information to meet the entry requirements of the courses.
Applicants who demonstrate that they meet the entry requirements are offered a position
in the course.

Students requiring special learning support will be provided with information regarding the
range of student support services available. The CMDA has in place an access and equity
policy that ensures that all applications for enrolment are processed fairly.

Reference: CMDA Operational Policy AD4 and ST4

                  STUDENT LIBRARY–RESOURCES
The CMDA provides students with access to a comprehensive range of written, video,
audio texts and resources. These materials may be borrowed for study use. Instructors
will arrange for loans on request. Students are reminded to return borrowed materials by
due dates and observe copyright laws when using resources. Students may be required
to pay for loss or damage to resources.

                            STUDENT AMENITIES
Student amenities are provided for student comfort, these include access to the following:
   Catering;
   Tea and coffee area;
   Photocopying facilities;
   Quiet study areas;
   Counselling and referral facilities;
   Toilet facilities; and
   Disabled access.

Students are required to maintain these facilities in good order. Damage to any facilities
should be reported immediately to an instructor or the Student Services Coordinator.

                         STUDENT COUNSELLING
It is important that students have access to a range of support mechanisms during their
study. If students require assistance or counseling related to study or personal difficulties,
they should speak initially with their trainer for referral to appropriate support.

Reference: CMDA Operational Policy TR9




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                             STUDENT RECORDS
Students are required to notify the CMDA whenever their name, address or contact details
change.

Students can request at any time, copies of information held currently in their student file.
Students are required to provide proof of identity to the Student Services Coordinator for
verification purposes at the time of request.

If the requested information has been archived, a retrieval time of up to five working days
may be required. The student will be advised of this at the time of the request.

Reference: CMDA Operational Policy AD4 and TR12

                            TRAINING DELIVERY
Training delivered by the CMDA meets the national standards and requirements for
registration as a training organisation. Compliance with the AQTF Standards for RTOs
guides the CMDA in training and assessment delivery. Each course or program delivered
by the CMDA has specific resource requirements for delivery. These include physical and
human resources. The CMDA has in place a system for ensuring that suitable resources
are available before training commences.

Nationally recognised training is delivered against competency standards and course
outlines set by industry. Students are advised of the units of competence they are
studying for each course. Lesson notes and references are available for all scheduled
sessions.

Courses and programs delivered by the CMDA are continually updated through industry
consultation. This ensures that graduates have access to the most current information
and learning strategies.

Training is delivered in group workshops, lectures, on a one to one basis and using self-
paced materials and technology. This range of learning strategies provides students with
opportunities to select learning methods, which best suits, their needs.\

Further information may be obtained from the Relevant Legislative websites displayed in
the last section of this handbook.

Reference: CMDA Operational Policy TR15




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          RELEVANT WEB SITES OF INDUSTRY AND
                 LEGISLATIVE BODIES
Students can access information pertaining to industry and legislative bodies relevant to
their course requirements via the following web site addresses. Information contained is
verified through regular subscription arrangements.

N.S.W.
www.ntis.nsw.gov.au             National Training Index Schedule.
www.det.nsw.edu.au              NSW Department of Education.
www.anta.gov.au                 Australian National Training Authority.
www.eeo.nsw.gov.au              Office of the Director of Equal Opportunity.
www.workcover.nsw.gov.au        Occupational Health & Safety NSW.
www.cmaa.asn.au                 Club Managers Association Australia.
www.olgr.nsw.gov.au             Dept of Gaming and Racing.
www.legislation.nsw.gov.au      N.S.W. Legislation Website.
www.vetab.nsw.gov.au            N.S.W. Vocational Education & Training Accreditation
                                Board
A.C.T
www.legislation.act.gov.au   ACT Legislation Register.
www.hro.act.gov.au           ACT Human Rights Office.
www.workcover.act.gov.au     ACT Occupational Health & Safety.
www.gamblingandracing.act.gov.auACT Gambling and Racing Commission.

Victoria
www.vcgr.vic.gov.au             Victorian Commission for Gambling Regulation.
www.consumer.vic.gov.au         Consumer Affairs Victoria.
www.workcover.vic.gov.au        Occupational Health & Safety - Victoria.
www.eoc.vic.gov.au              Equal Opportunity Commission - Victoria.

Queensland
www.legislation.qld.gov.au      Queensland Legislation Website.
www.adcq.qld.gov.au             Queensland Anti-Discrimination Commission.
www.dir.qld.gov.au              Workplace Health and safety - Queensland.
www.qogr.qld.gov.au             Queensland Office of Gaming regulation.
www.liquor.qld.gov.au           Liquor Licensing Division - Queensland.




26                           CMDA Training Quality System

				
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