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FREQUENTLY ASKED QUESTIONS

HOW DO I BOOK A COURSE?
Booking is so easy just call our office on 9580-0829 OR select a course from the timetable and complete a booking form - see timetable page of this site.

DO I NEED TO BE 18?
No you don’t. You can do the courses before you turn 18, however, we reuiqre you to be over 16. You must tell us you are under 18 as the training is conducted on licenced premises and you will have to be under the direct supervision of the trainer.

WHAT DO I BRING WITH ME?
All you need is cash for payment, some form of photo ID to prove who you are and a pen.

WHAT DO I WEAR TO THE COURSE?
Casual clothing but make sure if you are attending a club that you don’t wear thongs, singlets or ripped jeans.

HOW LONG ARE THE COURSES?
Both the RSA and RCG are 6 ½ hours in duration and done in one session each course.

DO I GET MY CERTIFICATE ON THE DAY?
Unfortunatley NO,
All your course information has to logged into the government licencing system. Once we have done this we will mail your interim certificate to you. Once you receive the interim certificate you can start work.
If you have been booked through an employmant agency we will not be able to mail you your interim certificate until we have received full payment of the invoice.

CAN AN EMPLOYMENT AGENCY PAY FOR MY COURSE?
Yes, but you need to have approval sent from your agency to our office prior to attending. Approach you agency and get them to give us a call. They should go to the employment agency section of this site to findout how to book you in.

IS THERE A CANCELLATION FEE IF I DON’T ATTEND?

No – Just contact us to rebook.

WHAT DO I LEARN IN THE COURSE?

Lots of things - but if you want to know more go to the Course Information page of this site and there is a full description of the course content.

COURES DATES AND TIMES

THE FINE PRINT/
CUSTOMER SERVICE STANDARDS

HOW TO ENROL
·    You can make a booking via email – this reserves your spot in
     the course.
·    Email booking will only be accepted if full name and contact
    numbers are supplied.
·    You will be advised by phone or email if the course is full.

COURSE CONFIRMATION
·    We will confirm your enrolment immediately if you book via phone.
·    We will contact you if there is a change or cancellation.
·    We will confirm your enrolment with a return email if you book via
    our website.

HOW TO PAY
·    You don’t pay until you arrive at the course.
·   IF you are booking both RSA & RCG and want to
    receive the discounted price you have to pay for both courses
    on the first day of attendance
·    Only Cash or Money Order will be accepted on the day.
·    Cheques are accepted but interim certificates will not be issued
    until clearance has been made.
·    Employment agencies may book clients on invoice.
·    Venues may book clients on invoice.
·    Invoice terms are Net 14 days. A booking form
    (downloadable from our website) must be received via
    faxed prior to client attending the course.
·    Payment of fees does not mean a participant is guaranteed
     successful completion of a course.

REFUNDS
·    Hospitality Courses has a "no pass no pay" policy. This
    policy does don apply to employment agency booking.
    See employment agency terms and conditions on this site.

COURSE LOCATIONS
·    See the list of locations on the website.
·    The facilities are inspected n advance and checked for
     safety. Any OH&S issues are reported to the venue for
     your welfare.
·    Course participants are responsible for their own personal
    belongings. We will not accept any responsibility for
    stolen or damaged personal property.

COURSE CHANGES AND CANCELLATION
·    We have every intention to run the courses as advertised. But
    Hospitality Courses reserves the right to alter the published
    arrangements, either before or during the arranged course,
    change course content or engage a substitute trainer.
·    If we have to cancel a course due to circumstances beyond
    our control, an alternative course date/s will be offered.

PROOF OF ID & PROOF OF AGE
·    Participants must be 16 years or above to do RSA & RCG.
·    Please advise at time of booking if you’re not 18 years.
·    You must provide adequate identification i.e. Drivers
     Lic, Proof of age card, photo card, passport etc.
     Show this ID on the day at the course.

RULES OF THE COURSE AND VENUE
·    We run courses in clubs. You must abide by all venue
     requirements i.e. dress and behavior standards.
·    You must attend the class in full. Records are kept for
    every course and signed off by the trainer. We retain
    these records for inspection by authorities.
·    The trainer has the right to ask you to leave the course
    should you not co-operate and comply with your terms
    and conditions set out here, not meet the requirements
    of the course, or you are disruptive to other participants.
·    We provide a workbook at the start of the course.
·    You must bring a pen with you.
·    You must turn off your mobile phone during the course

LEARNER SUPPORT AND ASSISTANCE

·  We want you to succeed. If you are having difficulties
    our trainers and assessors can provide the following
    types of support.
·   Explanations of the parts of the course that you have
    not understood.
·   Extra time on practicals and test questions as
    appropriate. We will make reasonable adjustments
    in order to cater for the needs of clients and
    participants who have a disability.
·   Training venues where possible will be accessible.
·   Support persons cam attend class with you at no charge

Language and literacy adjustments
§ We will make sure the training is delivered at a
    reasonable pace for the various types of learners
    in each class.
§ We will use Plain English and explain terminology
    with practical examples.
§ Assessment will be both written and practical.

WE OFFER A RE–SIT OPTION AT NO CHARGE

·   Should you attend a course and be unable to
    complete the courses you can re-sit the course one
    more time without charge.
·    Should you be deemed not yet competent in the
    course you have attended we will allow you to re-sit
    the course one more time.
·   If you are dissatisfied with the assessment result,
    you should talk to the trainer. If you do not want to
    take advantage of the resit offer and wish to
    complain, you should talk to our office. Our policy on
    complaints is below.

COMPLAINTS
Steps to follow if participants have a complaint
·   We are customer focused and want to use complaints
    as an opportunity to improve our services.
·    In the first instance, the complaint should be
    discussed with the relevant member of staff or the trainer.
·    If not satisfied, an email should be sent to the
    Managing Director.
·   We will record your complaint and any meetings or
    discussion will be noted and the complainant informed.
·    If agreement cannot be reached, and the complainant
    wishes to pursue the matter it can be taken to the
    Department of Fair Trading or the Training Complaints
    Hotline on1800 000 674 or email to:
     nationalcomplaintshotline@dest.gov.au

OCCUPATIONAL HEALTH & SAFETY
§     Hospitality Courses staff and trainers are aware of
     the OHS legislation and we are trained in our
     responsibilities for safety in educational environments.

EVACUATION
·     In the case of an emergency requiring evacuation of
     the building during one of our courses the trainer will
     notify his/her class that they will be evacuating the
     building and follow designated procedures. We use a
     number of premises and follow the procedures at each
     venue.

PRIVACY STATEMENT
·   The information you provide remains confidential and
    is used for administration and course reporting.
·    No personal information will be disclosed outside of
    the company without your permission, except where
    required by law. We are required to report course
    statistics to commonwealth and state agencies.

OUR RESPONSIBILITY AS A REGISTERED TRAINING ORGANISATION.

Hospitality Courses Pty Ltd undertakes to meet the
requirements set down in the quality standards for RTO’s.
We want to meet or exceed our customer expectations.

RESPONSIBLE SERVICE OF ALCOHOL RSA RCG RESPONSIBLE CONDUCT OF GAMBLING