Consumer Protection Policy

Consumer Protection Policy

Macquarie Community College (MCC) will:

  • Fully inform potential and current students about our products and services so that they are able to make informed decisions.

  • Assist students to choose a course that is the “right fit” for their needs.

  • Ensure student enrolment processes are tailored to specifics of particular courses so that students understand course requirements and are able to provide adequate information, so that the College can provide a quality training experience.

  • Provide a fair and efficient complaints and appeals process for general and academic complaints.

  • Guarantee completion of training services as per compliance requirements for accredited training, Government funding contracts and our refunds, withdrawals and fees policies.

  • Maintain appropriate insurances including pubic liability insurance.

  • Maintain and manage compliance with other legislation that protects our students by creating a positive learning environment - including Work, Health and Safety, Harassment and Anti-Bullying, Anti-discrimination, Working with Children, Privacy and Copyright.

    MCC is committed to seeking, listening and responding to feedback and early resolution of issues as part of identifying opportunities for improvement.

    The College will maintain information on its website about how our students are protected as consumers. For example on the Frequently Asked Questions (FAQ) section.

    Students have the right to raise concerns or make a complaint to regulatory and contractual bodies including NSW State Training Services, NSW Fair Trading, ASQA and the Ombudsman.

    Key Terms and Definitions

    Accredited training course: a nationally recognised course that a registered training organisation (RTO) can issue a nationally recognised qualification or Statement of Attainment following its full or partial completion. An accredited course meets industry, enterprise or community needs.

    Australian Skills Quality Authority (ASQA): The national regulator for RTOs offering Vocational Education and Training (VET). Macquarie Community College maintains compliance with the Standards for Registered Training Organisations (2015) and is registered as an RTO until 2025.

    Smart and Skilled: The NSW Government’s program that provides eligible students with:

  • an entitlement to government-subsidised training up to and including Certificate III

  • government funding for higher-level courses (Certificate IV and above) in targeted priority areas

    MCC is a registered provider of accredited courses under Smart and Skilled.

    Adult Community Education: accredited and non-accredited training and education courses designed for adult learners to engage in community-based learning opportunities. Some programs targeted at disadvantaged learners are subsidised by government, including the NSW Government under its ACE programs.

    Complaint: Complaints are an expression of discontent, regret, pain, censure, resentment, or grief, against another person or against the systems set by MCC. These can range from minor dissatisfactions to more serious allegations.

    They may be about academic matters such as assessments, or more general matters such as venues.

    Complaints may relate to the conduct of MCC, its staff, a third party offering services on its behalf, or other students and can be communicated through various modes. Complaints will be documented as part of our commitment to consumer protection and continuous improvement.

    General (non-academic) complaints will be considered managed and escalated as per our complaints policy. Academic matters relating to accredited training and curriculum-based education programs are escalated through a formal Appeals process.

    Academic Matters
    Matters that relate to student progress, assessment, course content or awards.

    General (Non-Academic) Matters
    Matters other than Academic Matters including service levels, venues and premises, materials, teaching or curriculum quality, prices, venues, privacy and personal information.

    Appeal: An appeal is an application by a student for reconsideration of an unfavourable decision or funding during training and/or assessment.