Our Policies
Refund
POLICY
Jag’s Truck Training must provide for appropriate handling of clients’ payments and to facilitate refunds in the case of cancellation by either party. The refunds process will allow clients the option to disengage from training in a manner in which negative impact may be negated or reduced, depending upon notification time frame.
Procedure
The following reflects the Jag’s Truck Training refund process:
a) An initial deposit of $200 is to be made to confirm a position on the course date nominated by the client.
b) Payment is to be received in full prior to commencement of the course. Finalising an account balance on the first day of training, prior to course commencement, rather than days or weeks before the course commencement date is acceptable, and encouraged.
c) Non-attendance will incur a $200 fee. Where circumstances warrant, an agreement may be made with the CEO of Jag’s Truck Training for a reduced fee to be paid.
d) If clients wish to transfer to another course date, then greater than 7 days notice is to be given (168 hours from course commencement time), no transfer fee will be applied.
e) If clients wish to transfer to another course date, and less than 7 days notice is given (168 hours from course commencement time) a $200 fee is payable. Where circumstances warrant, an agreement may be made with the CEO of Jag’s Truck Training for a reduced fee to be paid.
f) If clients wish to cancel, a $200 fee is payable.
g) If a client commences a course, but does not complete the course, the full course fee is still payable. Where circumstances warrant, an agreement may be made with the CEO of Jag’s Truck Training for a reduced fee to be paid.
General Rules
a) The refund process reflects the commitment by Jag’s Truck Training to hold places as booked by clients and the amount of administrative resources consumed at the various stages.
b) Refunds must be requested in writing to the CEO.
c) The CEO of Jag’s Truck Training will process refund requests within 7 days from the day of receipt
d) To allow prompt settlement of refund requests, all advanced payments will be held in a nominated bank account by Jag’s Truck Training until the course start date.
e) The term “commencement” in this policy refers to the first day of the first program attended by the client.
f) Issues with regard to payment are to be handled at the first available opportunity and directed to the CEO of Jag’s Truck Training. All refunds are to be logged in the Refund Log and signed by the respective client.
g) Details concerning the scope of Jag’s Truck Training Refund Policy are to be clearly disseminated to prospective clients prior to contractual arrangements being made, this dissemination is in the form of an electronic copy (or print if requested)
h) Students will have 6 months from the date of enrolment to complete the training, unlessand agreement is made with the CEO of Jag’s Truck Training for an extension or exception.
i) If Jag’s Truck Training is unable to deliver service for reasons such as, but no limited to: vehicle breakdowns and staff sick leave, the student is entitled to transfer to another course date, or receive a full refund, or a partial refund if a percent of the course has been conducted.Jag’s Truck Training will not be held liable for any expenses incurred by the client; in the unlikely event we cannot deliver service.
Scope
The policy covers all fees payable for training services provided within Jag’s Truck Training scope of registration.
Responsibility
The CEO is responsible for ensuring this policy be implemented in the QMS.
Privacy
POLICY
JAG’S TRUCK TRAINING is committed to safeguarding the personal information entrusted to us by our clients.
The Commonwealth Privacy Act 1988 requires companies to comply with the National Privacy Principles (NPPs).
JAG’S TRUCK TRAINING is committed to the new Australian privacy legislation in the way it collects, uses, secures and discloses personal information.
Purpose
To state the method in which JAG’S TRUCK TRAINING demonstrates its commitment to protecting personal information and the practices we follow.
Scope
The scope of this policy extends to cover all staff members of JAG’S TRUCK TRAINING and to any person providing services on our behalf.
Responsible Parties
Chief Executive Officer – Policy control, issue, compliance and adjustment.
Definitions
National Privacy Principles (NPPs) – are ten principles contained in schedule 3 of the Privacy Act 1988 (Privacy Act) which regulate how businesses handle individuals’ personal information. They cover the collection, use, disclosure and storage of personal information. They also allow individuals to access that information and have it corrected if it is wrong.
Procedure
What kind of information do we collect?
In dealings with JAG’S TRUCK TRAINING, we may ask clients for information such as but not limited to name, email address, age, telephone number and product information.
Our website or email notifications may include optional surveys, asking for views on various products and services, or information concerning marketing.
We normally collect client information directly from our clients. We may collect client information from other persons with their consent or as authorised by law.
We inform our clients, before or at the time of collecting personal information, of the purposes for which we are collecting the information. The only time we don’t provide this notification is when a client volunteers information for an obvious purpose (for example, producing a credit card to pay a service fee when the information will be used only to process the payment).
How do we safeguard personal information?
We make every reasonable effort to ensure that personal information is accurate and complete. We protect personal information in a manner appropriate for the sensitivity of the information. We make every reasonable effort to prevent any loss, misuse, disclosure or modification of personal information, as well as any unauthorised access to personal information.
We use appropriate security measures when destroying personal information, including shredding paper records and permanently deleting electronic records.
Credit card information is entered directly into a merchant terminal, and is never kept of file.
JAG’S TRUCK TRAINING uses Survey Monkey for the collection of Enrolment data and other surveys. Survey Monkey is online Survey tool, which we have customised to collect client information. The decision to use Survey Monkey in this way was been made by the CEO of JAG’S TRUCK TRAINING, and the CEO was convinced that the privacy arrangements are sufficient. Many RTOs, Universities, and businesses use Survey Monkey in this way. See www.surveymonkey.com for their Privacy Policy.
How do we use and disclose personal information?
JAG’S TRUCK TRAINING will only use the personal information a client has chosen to provide us for the purpose for which they provided it. JAG’S TRUCK TRAINING will not use it for any other purpose without a client’s consent.
JAG’S TRUCK TRAINING will only use or disclose personal information for the purpose which was either specified or reasonably apparent at the time of collection. We may also use or disclose it for any other related purpose for which a client would reasonably expect it to be used. JAG’S TRUCK TRAINING may also use a client’s personal information to send marketing or promotional material to them, unless they indicate to us that they do not wish to receive it.
Should third parties be given access to personal information in such a case, JAG’S TRUCK TRAINING requires that our contractors are obliged to keep that personal information confidential and not to use or disclose it for any purpose other than performing services for us or on our behalf.
Website Privacy.
JAG’S TRUCK TRAINING does not require website users or visitors to provide Personally Identifiable Information to view the content in the website or to browse the different sections of the website. JAG’S TRUCK TRAINING may collect from website users or visitors who choose to use the JAG’S TRUCK TRAINING on-line booking or other programs, features or services offered by JAG’S TRUCK TRAINING. Any information JAG’S TRUCK TRAINING collects is collected for the primary purpose of enabling JAG’S TRUCK TRAINING to provide and enhance the services offered to our users. JAG’S TRUCK TRAINING does not sell or licence the information collected from its websites to third parties.
JAG’S TRUCK TRAINING uses Google Analytics. Google Analytics may record mouse clicks and mouse movements. JAG’S TRUCK TRAINING does not use Google Analytics to collect any personally identifiable information entered in this website. We are using the information collected by Google Analytics to measure the browsing behaviours of the users of the JAG’S TRUCK TRAINING website.
Client Email Addresses.
JAG’S TRUCK TRAINING will record a clients email address in the event that they send us a message by email, when they book training or if they subscribe to newsletters, competitions and other services through the JAG’S TRUCK TRAINING website or Facebook pages. Registering for notifications may be made initially by email. A clients email address will only be used for the purpose for which they have provided it. We will not use or disclose a clients email address for any other purpose without their consent.
When a client has given JAG’S TRUCK TRAINING permission to receive email communication at the times mentioned above, JAG’S TRUCK TRAINING may send information on training, promotions and communication pieces such as e-newsletters. JAG’S TRUCK TRAINING will not sell, rent, or loan our contact lists or our customer’s contact lists (including customer data) to any outside firms unless required specifically to perform the services you have requested. The data will not be used by anyone else for any other purpose. A client has the option to unsubscribe to all email communications. Unsubscribe requests are fulfilled within 24 hours of the request being received. If a client wishes to unsubscribe from email communications, they can contact JAG’S TRUCK TRAINING by phone on 0412 128 443 or send an e-mail to info@jagstrucktraining.com.au
Data quality.
JAG’S TRUCK TRAINING takes reasonable steps to make sure that the personal information it collects, uses or discloses is accurate, complete and up-to-date.
Data Security.
JAG’S TRUCK TRAINING takes reasonable steps to protect any client’s personal information from misuse or loss, and from unauthorised access, modification or disclosure. For data backup, JAG’S TRUCK TRAINING only uses the password protected remote server (Cloud) services of
Dropbox. Dropbox is the most popular cloud service available. See www.dropbox.com for their Privacy Policy. All Computers, Smart phones and Tablets computers used by JAG’S TRUCK TRAINING require password clearance.
Access and correction.
Any client on written request may access the personal information JAG’S TRUCK TRAINING has obtained and currently holds on them. To the extent possible, JAG’S TRUCK TRAINING will let a client access their personal information. However, there are times where the organisation is not in position to do so (e.g. where it would be unlawful to do so). If JAG’S TRUCK TRAINING denies a client access to this information, then JAG’S TRUCK TRAINING will notify them of this refusal and the basis for it.
JAG’S TRUCK TRAINING endeavours to ensure that personal information held is accurate, complete and up-to-date. Where a client believes that personal information held by the JAG’S TRUCK TRAINING is not accurate, complete or up-to-date, then they are able to advise JAG’S TRUCK TRAINING and every effort will be made to correct the information.
Sharing information with third parties.
As a Registered Training Organisation (RTO), Jag’s Truck Training is required to collect and report data to government agencies or their agents, as part of its registration requirements. Clients are informed of this at enrolment.
Diversity and Inclusion
POLICY
Jag’s Truck Training is committed to building a culture that values the benefits that a diverse workforce and a more diverse workplace offers, as a key enabler to meet business objectives.
PURPOSE
To state the method in which Jag’s Truck Training will comply with the RMS Code of Conduct for HVCBA and the relevant RTO standards.
PROCEDURE
Jag’s Truck Training must promote and facilitate a work environment where there is respect and support for differences and diversity of thought. The ideal workplace is characterised by a flexible work culture supportive of diverse needs and free from discrimination, harassment or bullying. The objective is having a workplace where different perspectives are heard and encouraged to contribute to the success of the business.
Factors that make people unique include:
a) Gender and gender identity;
b) Sexual orientation;
c) Religious beliefs;
d) Race (including colour, nationality, decent and ethnic, ethno-religious or national origin or immigration);
e) Age;
f) Disability (including both visual disabilities – physical – and less obvious disabilities such as sensory, intellectual, mental health or psycho-social);
g) Marital or parental status;
h) Educational background;
i) Socioeconomic status.
What must Jag’s Truck Training staff do:
a) Not engage in discriminative behaviour towards anyone;
b) Facilitate access to training services to all, include those identified under factors that make people unique;
c) Not engage in harassment or bully anyone;
d) Respect the opinion of others;
e) Report in writing discrimination, bullying or harassment to the CEO of Jag’s Truck Training immediately.
SCOPE
The policy extends to all staff.
RESPONSIBILITY
The CEO is responsible for ensuring this policy be implemented in the QMS.
Conflict of Interest
POLICY
Jag’s Truck Training must ensure that no Conflict of Interest occurs in assessments conducted on its behalf.
PURPOSE
To state the method in which Jag’s Truck Training will comply with the RMS Code of Conduct for HVCBA and the relevant RTO Standards.
PROCEDURE
“Conflict of Interest” means any circumstances that exist or arise which:
a) Constitute an actual conflict;
b) Constitute a known risk of conflict; or
c) May be perceived by others to be a conflict, between the duties of Jag’s Truck Training or its Personnel to RMS and their duties to another person in relation to the activities under this agreement.
A conflict of interest occurs when you are influenced by a private interest (financial or otherwise) when carrying out your work-related duties. A conflict includes any Applicant who is a family member or other person known to the Personnel. A conflict of interest that knowingly leads to partial or biased decisions for personal benefit may constitute corrupt conduct.
Conflicts of Interest may be:
a) Actual – involving a real and direct conflict between your current duties and responsibilities and existing private interests;
b) Potential – arising when you have private interests that could conflict with your official duties in the future; and/or
c) Perceived – existing where it could be perceived by a third party that your private interests could improperly influence the performance of your duties, whether or not this is in fact the case.
Jag’s Truck Training must use its best endeavours to ensure that no action is taken by itself, or its Personnel, which results in a Conflict of Interest.
In particular, Jag’s Truck Training must take all necessary and proper precautions to prevent its Personnel from receiving or making, providing or offering to any person a gift, entertainment, payment, loan or other consideration from any Applicant or potential Applicant.
Jag’s Truck Training’s personnel must immediately inform Jag’s Truck Training upon becoming aware of the existence or possibility of a Conflict of Interest.
Jag’s Truck Training must immediately inform RMS upon becoming aware of the existence or possibility of a Conflict of Interest.
Jag’s Truck Training must also within 5 Working Days after a request by RMS, advise RMS in writing of all potential and actual Conflicts of Interest, including details of the conflict, the Personnel involved, and the steps taken to address the conflict.
SCOPE
The policy extends to all staff.
RESPONSIBILITY
The CEO is responsible for ensuring this policy be implemented in the QMS.
Acceptance of Gifts, Benefits, or Bribes
POLICY
Jag’s Truck Training is committed to ensuring that each Assessor does not engage in or condone any bribery, corruption or collusion in the delivery of Assessments.
PURPOSE
To state the method in which Jag’s Truck Training will comply with the RMS Code of Conduct for HVCBA and the relevant RTO standards.
PROCEDURE
Jag’s Truck Training and its assessors are expected by RMS to adhere to the same requirements of honest, ethical and fair conduct as RMS employees. It is a criminal offence to offer or accept any payment, gratuity, or present inconsideration of any act pertaining to duties as a Provider or Assessor for RMS. Penalties are severe and may include fines and imprisonment. Jag’s Truck Training and its assessors is performing a public official function and as such our actions can also be scrutinised by the Independent Commission Against Corruption.
If an Assessor or Jag’s Truck Training becomes aware of circumstances which suggest that a bribe is being indirectly offered, e.g. money is placed in a conspicuous place, an Assessor or Jag’s Truck Training should inform the Applicant that the services will be terminated unless the money is removed by the Applicant. If anything is said or done by the Applicant to indicate to the Assessor or Jag’s Truck Training that an offer of a bribe has been made, the service should be terminated and action taken according to the procedures outlined below.
Jag’s Truck Training must ensure that the each Assessor does not engage in or condone any bribery, corruption or collusion in the delivery of Assessments. For example, an Assessor or Jag’s Truck Training must not directly or indirectly (ie through a spouse, relative or friend) or by implication demand or solicit a gift or benefit of any kind in respect of any Assessment. An Assessor must not engage in or condone any bribery, corruption or collusion in the delivery of Assessments.
Jag’s Truck Training or an Assessor must immediately report any evidence or suspicion of bribery, corruption or collusion to the contact details given below. In this clause references to “bribery” include requesting or accepting any benefits of any kind from or on behalf of an Applicant for Jag’s Truck Training or an Assessor (whether the benefit is for Provider or Assessor or a third person) but excludes any training or assessment fee which Provider usually charges. Jag’s Truck Training and Assessors are not to accept any gifts associated with the Assessment process, including ‘thank you’ gifts before and/or after the Assessment because it can be perceived as a Conflict of Interest. Bribery is a criminal offence and is therefore a matter for investigation by the Police. Strong action will be taken against all parties involved in such conduct. The essential action is for the Police to be notified immediately. That should be uppermost in the mind of any person involved in such situations.
Whenever an offer of a bribe is made to a representative of Jag’s Truck Training or an Assessor (or other personnel):
a) The incident should be reported to CEO of Jag’s Truck Training at the first opportunity;
b) The NSW Police Service should be immediately notified of the names of the attending Police Officers and their Police Station are to be recorded;
c) RMS is also to be informed at the first opportunity;
d) Reports of suspected corruption must be made to the RMS Principal Manager Corruption Prevention and Investigation on (02) 8588 5836 or the General Manager, Governance Branch, RMS on (02) 8588 4151 or RMS Fraud and Ethics Hotline on 1800 043 642 or the Independent Commission Against Corruption (ICAC) on (02) 8281 5999;
e) The Assessor is to report all offers of gifts to the Provider; and
f) The Provider is to report all offers of gifts to the General Manager, Accreditation, RMS.
SCOPE
The policy extends to all staff.
RESPONSIBILITY
The CEO is responsible for ensuring this policy be implemented in the QMS.