As a Pre-qualified Supplier under the Queensland User Choice 2010 – 2015 program, Customer Contact Solutions is required to publish audit information in relation to it’s compliance with the Australian Quality Training Framework (AQTF).
The User Choice program provides public funding paid directly to Pre-qualified Suppliers for the delivery of accredited entry-level training to eligible Apprentices and Trainees.
The AQTF is the national set of standards which assures nationally consistent, high-quality training and assessment services for the clients of Australia’s vocational education and training system.
An AQTF audit reviews evidence of an organisations’ compliance with the requirements of the AQTF Essential Conditions and Standards of Initial/Continuing Registration to confirm that it is achieving quality training and assessment outcomes. The process also identifies opportunities for improvement on these outcomes.
This information is published to assist apprentices, trainees and their employers to make informed decisions regarding their selection of a Pre-qualified Supplier for the delivery of training and assessment services.
Audit Date: 30 August 2010
Qualifications audited
| SIR30207 Certificate III in Retail SIR40207 Certificate IV in Retail Management TAA40104 Certificate IV in Training and Assessment BSB51107 Diploma in Management BSB20207 Certificate II in Customer Contact |
Audit Outcome
The auditor identified three Minor non-compliances that have subsequently been rectified.
Customer Contact Solutions received a Fully Compliant audit rating.
Details of the Non-Compliances and the Rectifications for each follow.
Non-Compliance 1
Information not available on day of audit relating to the vocational training and assessment competencies of one of the trainers.
Rectification
Summary of work experience, copies of qualifications, mapping guide and professional development plan provided to auditor.
Non-Compliance 2
BSBFIM4501A Manage budgets and financial plans. Assessment tools did not provide the student with opportunity to demonstrate competency in required skills concerning techniques involved in ledgers, financial statements and profit and loss statements
Rectification
Assessment tools were strengthened to rectify issues identified by the auditor.
Non-Compliance 3
SIRXMGT001A Coordinate work teams
SIRGLC001A Monitor compliance with legal and legislative requirements affecting business operations
SIRMER004A Manage merchandise and store operations
No assessor’s marking guide was available at audit for units listed above. Assessment tools did not fully address all unit required knowledge.
Rectification
An assessors’ marking guide and assessment tools have been re-developed to address all unit essentials and rectify gaps identified at audit.
Explanatory notes:
Non-compliance with the AQTF means that requirements of the have not been met based on the evidence reviewed. Non-compliances are categorised as minor, significant or critical. For the purposes of the User Choice 2010 – 2015 program, only significant and Critical non-compliances need to be published
Minor: No, or minor, adverse impact on learners with no serious breakdown of provision of quality training and assessment.
Significant: Significant adverse impact on learners with insufficient focus on quality training and assessment outcomes.
Critical: Critical adverse impact on learners with widespread or persistent dissatisfaction with services and outcomes.