Eastern Suburbs Community College

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Code of Practice

Commitment to Quality

Code of Practice : Conduct

Service Delivery Policy

Conduct

What clients can expect from the Eastern Suburbs Community College

To be treated with respect and dignity. This commitment will be met by:

Recognising students’ particular needs and circumstances; including taking account of their beliefs, ethnic culture and religious practices;explaining to students why they are being asked to give information about themselves and assuring them of the appropriate and confidential treatment of that information;

Courteous behaviour to students by all staff at all times; and

Ensuring where possible that the premises are suitable for students with specific needs.

To have access to a complaints process. This commitment will be met by:

Making available to students clear and concise information on the operation and procedures of the complaints process;

Maintaining and implementing, whenever necessary, our complaints system to deal fairly and promptly with student complaints; and

Referring students who are unhappy with the outcome of our complaints procedure to the Department of Fair Trading, or in the case of accredited courses VETAB.

Responsibility in advertising. This commitment will be met by:

Advertising in a manner that is consistent with all Commonwealth and State legal requirements;

Ensuring that our activities and services are correctly represented in print and electronic media and in community services bulletins;

Ensuring that conditions of enrolment for prospective students are clear and concise and are published for review prior to enrolment;

Maintaining our activities and services to ensure that they comply with published details, particularly in terms of course content, duration, location, teacher expertise and course outcomes; and

Periodic surveying of students to determine the effectiveness and reliability of advertising strategies.