Client Services


FiT is committed to delivering high-quality services that support students throughout their training and assessment. This commitment is based on a client-focused operation that produces the best possible outcome for students. FiT will ensure students are informed of the services they are to receive, their rights and obligations, and the responsibilities of the RTO. Students who undertake training with FiT receive every opportunity to successfully complete their chosen training program. FiT will provide students with information prior to commencement of services including any subcontracting arrangements affecting the delivery of training and/or assessment.

Student Advice

FiT takes a systematic approach to establish and recognise the needs of each client. It is a requirement that all staff members do their utmost to meet the needs of students. Where a student need is outside the scope or skill of the organisation they will be referred to an appropriate service or an alternate training organisation.

FiT delivers specialised training and assessment services. As such, it is vital that all students are informed of and understand the extent of the training course that they are enrolling in. FiT has in place a process and mechanism to provide all clients information about the training, assessment and support services to be provided, and about their rights and obligations, prior to enrolment or entering an agreement.

In summary, FiT will provide:
  • Training programs and services that promote inclusion and are free from discrimination.
  • Support services, training, assessment and training materials to meet the needs of a variety of individual students.
  • Consideration of each individual needs to provide the best opportunity for skill development and attainment of qualifications that can lead to further training or employment.
  • Opportunity for consultation between staff and students so that all aspects of individual circumstances can be taken into consideration when planning training programs.
  • Consideration of the views of the student community, government agencies and organisations, and industry when planning training programs.
  • Access to information and course materials in a readily available, easily understood format.
  • Information to assist students in planning their pathway from school or the community to vocational education and training.

While FiT guarantees that all students will receive the full training services paid for, it does not guarantee a student will successfully complete the course in which they are enrolled, or that the student will obtain an employment outcome outside the control of FiT.

Student information policy

FiT will provide all relevant information and directions to each student prior to enrolment as part of student induction to enable the student to make informed decisions about undertaking training with FiT. This information will be clear and readily available in print or electronic copy. This will include details required to source the FiT student handbook.

FiT will provide the following information specific to each student:
  • The code, title and currency of the AQF qualification, skill set or VET course to which the student is to be enrolled, as published on the National Register. The services the RTO will provide to the student including the:
    • estimated duration of the services
    • expected locations at which the services will be provided
    • expected modes of delivery
    • name and contact details of any subcontractor which will provide training and assessment to the student
  • The student’s obligations including any requirements that FiT requires the student to meet to enter and successfully complete their chosen AQF qualification, skill set or VET course.
  • Any materials and equipment that the student must provide.
  • The educational and support services available to the student.

Where there are any changes to agreed services, FiT will advise the student as soon as practicable, including in relation to any new third party arrangements or a change in ownership or changes to existing third party arrangements.

Student selection and enrolment procedure

Student selection

Enrolment and admission into some FiT programs is subject to meeting certain prerequisite conditions and/or entry requirements. Specific details of the prerequisites pertaining to these training programs are contained in individual course documentation and are made available prior to enrolment. In the case that a potential student does not meet the prerequisite conditions and/or entry requirements, FiT staff will endeavour to assist them in understanding their options in regard to meeting the standards. Any questions regarding these arrangements can be addressed by trainers or FiT management.


The enrolment procedure commences when a student contacts FiT expressing interest in a training program(s). FiT staff will respond by dispatching by suitable means an enrolment form, student handbook, literature on the program(s) being considered and any other documentation which may be relevant.

Enrolment applications will then be assessed to ensure that the student meets any prerequisites and/or entry requirements that have been set for the selected course. Students will be informed of successful enrolment and sent information on the course and their course induction. Students who do not meet the prerequisites for the selected course will be notified of their unsuccessful enrolment and invited to contact FiT to discuss their training needs and alternative opportunities.

Pre-course letter

As additional support to enrolling students, FiT will send a pre-course letter to the student prior to the commencement of training. Information includes the time, date and location of training, the resources the student should bring to the course and overview of the units of competency to be studied and the format/style of training to be provided.


On successful completion of the enrolment process, all students will undergo an induction program including:

  • Introduction to FIT training staff
  • Confirmation of the course being delivered
  • The training and assessment procedures including method, format and purpose of assessment
  • Qualifications to be issued
  • Student handbook provided
Access and equity

FiT is committed to practicing fairness and providing an equal opportunity for all current and potential students to access and participate in learning, and to achieve their learning outcomes regardless of age, gender, cultural or ethnic background, disability, sexuality, language skills, literacy or numeracy level, unemployment, imprisonment or remote location that may present a barrier to access, or any other perceived difference in class or category. FiT ensures that its practices are as inclusive as possible and do not unreasonably prevent any clients from accessing its services. FiT will address access and equity matters as a nominated part of operational duties.

If a student identifies with one or more of the following priority groups, he/she may be able to receive additional assistance:

  • Aboriginal and / or Torres Strait Islander people
  • Carers of people who are ill, aged or who have a disability
  • People with a disability
  • Women and girls who are returning to education and training
  • Women and girls who are seeking training opportunities in non-traditional roles
  • Young people aged 15 to 25
  • Australian South Sea Islanders
  • Parental job seekers
  • People with English language, literacy and numeracy needs
  • Mature aged workers who require up-skilling
  • Long term unemployed and disadvantaged jobseekers
  • People from different cultural and ethnic backgrounds
  • People who speak a language other than English

FiT has developed this quality management and operational framework to guide and inform all staff and students in their obligations regarding access and equity. Upon induction into FiT, all staff is provided with copies of the policies which they must adhere to throughout all their operations as a FiT staff member. Students are made aware of the access and equity policy via the FiT student handbook, and informed of their rights to receive access and equity support and to request further information.

FiT access and equity policies are in place to ensure that training opportunities are offered to all people on an equal and fair basis in all circumstances, irrespective of their gender, culture, linguistic background, race, socio-economic background, disability, age, marital status, pregnancy, sexual orientation or carer’s responsibilities.

Practicing these policies will guarantee that any student who meets FiT entry requirements will be accepted into any training programs. If any student or staff member have issues or questions regarding access and equity or believes they have been treated unfairly, they will be directed to FiT’s management for consultation.

Language, literacy and numeracy assistance

FiT course information and learning materials contain written documentation and in some cases, numerical calculations.

FiT recognises that not all students will have the same level of ability in relation to reading, writing and performing calculations. When an issue is identified by FiT staff or requested by a student, a language, literacy and numeracy test will be provided to assess the student’s ability. This process is to ensure that all students who commence a training program possess the skills required to understand the presented material and complete assessments.

FiT will endeavour to provide assistance to students having difficulty with language, literacy or numeracy to accommodate their needs. In the event that a student’s needs exceed the ability of FiT staff to assist, the student will be referred to an external support agency so they can obtain the skills required to complete the training program.

Student support

Student support policy

FiT will assist all students in their efforts to complete training programs by all methods available and reasonable. FiT will determine the support needs of individual students and provides access to the educational and support services necessary for the individual student to meet the requirements of the AQF qualification, skill set or VET course as specified in training packages or VET accredited courses. FiT will continue to develop strategies to make support available where gaps are identified.

Trainers are responsible for ensuring that all students are aware they can contact their trainer or other FiT staff members in the event that they are experiencing difficulties with any aspect of their studies. Staff will ensure students have access to the full resources of FiT to assist them in achieving the required level of competency in all nationally recognised qualifications.

Students are notified and provided access to an online study coach, this service is accessed through, email or if need phone call.

In the event that a student is experiencing personal difficulties, training staff will encourage the student to contact FIT who will provide discreet, personalised and confidential assistance as according to the nature of the difficulties.

In the event that a student’s needs exceed the capacity of the support services FiT can offer, they will be referred to an appropriate external agency. Extensive information regarding support agencies, resources and services may be sourced online. FiT staff members will assist students to source appropriate support.

Flexible delivery and assessment procedures

FiT recognises that some people are better suited to learning via teaching methods not usually obtained in the traditional classroom setting. With some minor adjustments to teaching and assessment methods, a student who is experiencing difficulty learning and achieving the desired results in the traditional setting may show considerable improvements.

The staff and management of FiT respect these differences among students and will endeavour to make any necessary adjustments to their methods in order to meet the needs of a variety of students. For example, the inability to complete a written assessment will not be interpreted as a sign of incompetence, provided the student can verbally demonstrate competency.

Acceptable adjustments to teaching and assessment methods may include, but are not limited to; having a trainer read assessment materials to students, having a student’s spoken responses to assessment questions recorded or allowing a student to sit for an assessment alone in a different room.

FiT staff will pursue any reasonable means within their ability to assist students in achieving the required competency standards. In the event that a student’s needs exceed the capacity of the support services FiT can offer, they will be referred to an appropriate external agency.

Reasonable adjustment

Reasonable adjustment means adjustments that can be made to the way in which evidence of student performance can be collected. Whilst reasonable adjustments can be made in terms of the way in which evidence of performance is gathered, the evidence criteria for making competent / not yet competent decisions (and / or awarding grades) should not be altered in any way. That is, the standards expected should be the same irrespective of the group and / or individual being assessed; otherwise, comparability of standards will be compromised.

Apprenticeships and traineeships

FiT recognises that apprenticeships and traineeships are the perfect vehicle for training and developing new and existing staff. Because much of the training is in the workplace, the skills an apprentice or trainee acquires are customised to the specific needs of an organisation. Furthermore, employers may be eligible for various government financial incentives to assist with employing an apprentice or trainee.

State and Territory governments are responsible for all aspects of their training systems, including Australian Apprenticeships policy, priorities, regulatory and administrative arrangements. It also includes determining what qualifications are suitable for Australian Apprenticeships in each state or territory, approving registered training organisations to deliver them and distributing public funds to registered training organisation for training delivery.