Client rights

Institute client commitment

Regardless of cultural background, gender, sexuality, disability or age, Institute clients have the right to study or train in an environment that is free from discrimination, harassment and be treated in a fair and considerate manner.
If, at any time, student or clients feel that the Institute is not abiding by this Code of Practice then complaints can be reported by completing a Complaints Appeals form.

 Complaints and appeals form

Our guarantee to you

The Australian National Institute for Training and Development is committed to providing a pleasant, friendly environment for the duration of your selected course of study, training or business service. On receipt of payment or agreed contract from you the client, the Institute guarantees full support for the whole duration of the course, training or business service through to completion.

Privacy policy

 Privacy policy PDF

Client service policy

In terms of RESPONSIVENESS we will:
• act with integrity
• work to achieve just outcomes
• be accountable to government and the community for our actions
• value and respond to feedback

In terms of RESPECT we will:
• treat all people with fairness and respect, in accordance with human rights. This means listening to customers and endeavouring to provide them with prompt solutions
• trust and care for each other
• work in partnership towards shared goals
• provide information that is helpful, accurate, complete and easy to understand
• get back to students/clients to ensure they are kept up-to-date with actions we have taken.

In terms of QUALITY we will:
• continuously seek to improve what we do
• act professionally in addressing the needs of the community
• focus on finding solutions

As part of our service we endeavour to increase the knowledge, skills and capacity of people to meet their obligations under legislation administered by ANITAD.

We do this by:
• providing useful information and relevant publications, advice and guidance materials and
• encouraging participation of customers in workshops, seminars, and educational and promotional activities.


ANITAD does not expect staff to tolerate unacceptable behaviour by complainants or any student/client. Unacceptable behaviour includes behaviour which is abusive, offensive or threatening and may include:
* using abusive or foul language on the telephone
* using abusive or foul language face to face
* sending multiple emails
* leaving multiple voicemails

Rude, abusive or aggressive behaviour may also include rude or otherwise vulgar noises, expressions or gestures, verbal abuse of either a personal or general nature, intimidating, threatening or offensive behaviour, physical violence against property or physical violence against a person.

If in the opinion of any staff member, rude, abusive or aggressive comments or statements are made in telephone conversions, interviews or face to face, the staff member may:
* warn the customer that if the behaviour continues, the conversation or interview will be terminated
* refer the customer to their supervisor or manager, if the situation allows
* terminate the conversation or interview if the rude, abusive or aggressive behaviour continues after a warning has been given.

Client fees policy

* course name,
* location,
* commencement & completion dates
* orientation dates if any
* total fees payable (itemised),
* terms and conditions for student/client is required to meet if they have not already
* payment advice outlining fees immediately payable with details on payments are to be made
* Refund Policy, Refund Table and Acceptance of Offer
* Reference to or copy of Conditions of service provision.

See Fees and Charges for more details

 Service fees policy

Client refunds policy

  Client/student refunds policy

Access and equity policy

 Access and equity policy PDF

Complaints and appeals policy

ANITAD staff work hard to ensure that students/clients have a positive experience while they are studying or training with the Institute. Sometimes, however, students/clients may feel concerned because of misunderstandings or because they are unsure about how things work. In general, most of these problems or complaints can be resolved quickly if you are prepared to speak with someone about the issue and as early as possible.

ANITAD aims to ensure that all parties involved in a complaint are protected from victimisation and that confidentiality and privacy are maintained as far as possible.

Complaint may be made in two ways: informal and formal. In either case, a complaint may be withdrawn at any time. If the complaintant is not satisfied with the resolution of an informal complaint, they may lodge a formal written complaint. ANITAD has a documented process for complaints and appeals.

If a student/client is not happy with the outcome of their complaint they have the right to appeal further in accordance with the ANITAD complaints and appeals process. Students have the right to appeal and their appeal must be lodged within 20 working days of the date on the Intention to Report letter sent to them.

 Complaints and appeals policy
 Complaints and appeals process

Discrimination policy

ANITAD aims to promote equality of opportunity for everyone by protecting them from unfair discrimination in certain areas of activity and from sexual harassment and certain associated objectionable conduct'. ANITAD prohibits discrimination on the basis of the following attributes: sex, relationship status, pregnancy, parental status, breastfeeding, age, rac, impairment, religious belief or religious activity, political belief or activity, trade union activity, lawful sexual activity, gender identity, sexuality, family responsibilities, association with, or relation to, a person identified on the basis of any of the above attributes.

Direct discrimination is treating someone less favourably on the grounds of their age, gender, sexual orientation, religion, race, pregnancy status or other identifiable group covered in equal opportunity legislation. Indirect discrimination is where everyone is treated the same regardless of their circumstances, with the result that one group is disadvantaged.

Discrimination may take different forms and may affect your ability to participate in or succeed in your chosen course of study. Some examples include:

* harassment and bullying by a staff member or other students/clients
* excluding a potential student/client from a course or failing them because they can't fulfil a course requirement in the standard way, such as not making reasonable adjustments to course delivery or assessment for someone with a disability
* excluding someone from a course because of an assumption made about their employability
* requiring all students/clients to attend a selection test on a Saturday when the course is normally run during the week, effectively excluding students/clients who have carer responsibilities that they can't change.

If you feel discrimination is occurring and you are comfortable to, you can:

* speak directly to your lecturer/mentor about it
* discuss the issue with the manager of student services;
* contact the Equal Opportunity Commission (in your state) for advice and lodge a complaint if you feel that ANITAD is not dealing satisfactorily with the situation.

 Equal opportunity policy

Access to client records and results

Students and clients have the right to access their own records and results at anytime by using the Learner Access Form.. Changes to student/client records (except results) can be made using the Enrolment amendement form.

 Learner Access form
 Enrolment amendment form

Health and safety

Occupational safety and health policy

ANITAD is committed to ensuring a safe and healthy working and learning environment for staff, students and visitors to Institute sponsored activities, in accordance with its legislative obligations.


If you are attending an ANITAD in class training session and witness a medical emergency or an accident involving injury, you must report it immediately to ANITAD staff so that first aid can be arranged without delay and any hazards can be eliminated.

Where possible, please follow the procedure outlined below:
* Provide comfort and assistance to the patient.
* Send someone to notify a first aider or call 000 for medical emergencies
* Stay with the patient until medical assistance arrives.

If you are unable to follow this procedure for any reason, you can call an ambulance yourself (see Ambulance Cover). To do this from any telephone, dial 0, listen for the dial tone, then dial 000. From a pay telephone dial 000 (free call).

Ambulance cover

If you are attending an ANITAD in class training session and you have a medical emergency, medicare does not cover ambulance costs. If an ambulance takes you to hospital, you will have to pay the ambulance charge. As the current rate for ambulance transport is approximately $500, you may wish to consider insurance which includes ambulance cover.

Children on training site

If you are attending an ANITAD in class training session, note that children should not be there for any extended period of time.

Disclosure of medical condition

If you are attending an ANITAD in class training session and you have a medical condition that may affect your performance under certain conditions or at certain times, please advise your lecturer or course coordinator before you commence training. Such conditions may include a disability or the prescribed use of medication that may affect your performance or attendance. All information will be treated confidentially and is used to provide support or treatment if an emergency situation arises.

Emergency numbers

Fire, ambulance and police: 000

Emergency procedure and evacuation

If you are attending an ANITAD in class training session and there is an emergency, you should notify the nearest available staff member. They will know what to do and who to contact. On the sound of an alarm or the advice of an emergency warden, collect your valuables and evacuate the building quickly and calmly by the nearest exit door and then proceed to the assembly area as directed.

Do not use lifts in the case of fire.

All class groups should remain together so that staff can easily determine if all people on the campus are accounted for. If you are away from your normal class area, follow the warden’s instructions in the area you are in. You can recognise a warden by the yellow protective helmet. Do not attempt to return to your class area until directed by a warden. Assist any people with special needs to evacuate the building if possible. When you reach the emergency assembly area, remain there until you are given the all clear or you are dismissed by the emergency warden. You must not re-enter the building until the all clear has been given.

Health and hygiene

If you are attending an ANITAD in class training session, for the health and comfort of all students and staff, you are asked to maintain an acceptable standard of personal hygiene and use all facilities provided appropriately. All rubbish should be placed in bins. Classrooms/workshops should be left in a clean and orderly state. If you are a smoker, please ensure you are smoking in a designated area and you dispose of your cigarette butts in the appropriate bins/containers. You may not consume food and drink in classrooms/workshops unless specifically authorised by staff.

Reporting hazards

If you are attending an ANITAD in class training session, it is your responsibility to report any hazards you see that may cause injury or damage. Please report these hazards to lecturers or other staff as soon as possible.


If you are attending an ANITAD in class training session, please note there are site smoking restrictions depending on the policies of the building owner. By enlarge, smoking in all public buildings, entrances and near ventilation intakes. Smoking is allowed in designated areas clearly marked with 'Smoking Area' signs.

Alcohol and other drug policy

This policy relates to ANITAD training premises and work areas. ANITAD has a responsibility under the Occupational Health, Safety and Welfare Act, 1986 to create and maintain a safe and healthy environment for all employees, students and clients. While engaged in ANITAD on site training activities, you should not be adversely affected by alcohol and other drugs, and should observe local, state and federal laws in relation to using, possessing, and giving or selling alcohol and other drugs.

You are expected to ensure your own safety and the safety of others at all times, and should refrain from any conduct, including alcohol and other drug use, that could affect your own performance or the safety and wellbeing of others. If you are using prescribed medications, you must consider whether there are possibilities of any problems arising within the training environment. In particular, you must not operate vehicles or machinery if you are taking prescribed medication that may impair your ability to do so safely. It is important that you inform your lecturers and supervisors of any likely problems and brief them on the response to follow to assist you to overcome any difficulties. If you need some support in dealing with an alcohol or other drug problem, you are encouraged to seek confidential help such as from ADIN. If you do not seek assistance for such a problem and your behaviour is unsafe or inappropriate to others in a ANITAD training or work area, action may be taken against you to remove you from that environment to reduce your threat to others.

 Occupational safety and health policy

Client responsibilities

Harassment and bullying policy

Harassment generally involves conduct, comments or displays that make you feel intimidated, humiliated, offended, embarrassed, belittled, degraded or otherwise causes offence. Examples of harassment may include: unwelcome remarks, jokes, nicknames, innuendo, or taunting written or verbal abuse or threats racial slurs displays that may cause offence use of terminology that reinforces stereotypes vandalism or physical assaults condescending or patronising behaviour that undermines self respect or adversely affects performance or working conditions.

If you are being harassed, you may:
* experience an inability to concentrate
* miss information in class
* be fearful for your physical safety
* not feel confident to speak in class if the harasser is in the same class
* not feel confident to access resources around the training location just in case you bump into the harasser
* experience stress and anxiety that may lead to illness and can affect all your relationships
* feel that you can't come to classes and withdraw from study altogether.

ANITAD is responsible for ensuring a safe and healthy learning environment, and must deal with a harassment issue effectively and immediately if it arises. If you are being harassed in a ANITAD training or work area and you feel comfortable enough, speak to your lecturer/trainer immediately.

If the harassment is serious and continues despite your efforts to deal with it, you may need intervention such as mediation or an investigation, which may result in disciplinary action against the harasser. The ANITAD lecturer/trainer on site can assist you with lodging a formal complaint if this is necessary.

Client code of behaviour policy

ANITAD is committed to providing students with a safe, supportive and intellectually challenging training environment. Students/clients enrolled with ANITAD may share facilities with staff and other students/clients.

It is expected that students/clients will behave in a manner that is acceptable to the wider community.

ANITAD values: difference and diversity respect and cooperation tolerance academic debate freedom of expression balanced with social responsibility.

While in any ANITAD training environment or sponsored activity, all students/clients, staff, contractors and visitors are expected to behave in a considerate and courteous manner when dealing with other staff, students/clients and members of the public.

Client expectations

While on any ANITAD training/work environment, the Institute expects its students/clients to:

* treat other students and staff with respect so as not to compromise their health, safety, privacy and welfare, contribute to the orderly, effective and safe functioning of ANITAD,
* follow the Occupational Health, Safety and Welfare policies and procedures,
* comply with all lawful directions given by staff while on site or engaged in a ANITAD controlled or sponsored activity,
* comply with ANITAD's commitment to the prevention and elimination of unlawful discrimination,
* abstain from bullying, harassing, and any other unlawful activity or behaviour whilst on ANITAD property or engaged in a ANITAD controlled or sponsored activity, including the online environment,
* abstain from acts of self-harm,
* access and use only that ANITAD sponsored property to which they are entitled to have access and are qualified to use and to use it in a careful and responsible way,
* adhere to program requirements and established class/training environment norms
* ensure that information of, or held by, ANITAD or other students is not accessed, used or published inappropriately, and
* make timely payment of any fee, charge or penalty imposed by ANITAD;

Unacceptable behaviour

Unacceptable behaviour may include:

* disobeying any reasonable direction by a ANITAD staff member
* acting dishonestly when undertaking tests, examinations or reports required for course assessment purposes
* failing to return loaned ANITAD property by the required date
* viewing or distributing offensive material via the internet, email or other means
* discrimination, harassment and victimisation bullying and intimidation
* racist or sexist comments
* behaving in a disruptive manner, such as swearing, yelling or using offensive language
* using mobile phones during classes/training
* illegal use of drugs or alcohol
* stealing, vandalising or causing wilful damage to ANITAD property
* endangering the safety of yourself or others
* assaulting or attempting to assault anyone while on ANITAD sponsored premises
* inappropriate possession of guns, knives or other weapons while engaging in ANITAD activities.

Consequences of unacceptable behaviour

If your behaviour is disruptive or unacceptable, disciplinary action may be taken against you. A lecturer/trainer can ask you to leave the ANITAD training environment or refuse entry t if your behaviour is disruptive or dangerous. If your behaviour threatens the safety of others, interferes with the duties of staff or other students/clients activities or damages or threatens ANITAD property, you may be suspended by the ANITAD Managing Director, or expelled by the Minister. Violence, intimidation and harassment are not consistent with a safe and supportive learning environment and will not be tolerated. The police may be contacted in cases of possible criminal behaviour.

Copyright policy

Students/clients attending ANITAD onsite training, must abide by the provisions of the Copyright Act, 1968, including the digital copyright amendments. You must not use ANITAD equipment and facilities to infringe copyright by copying or communicating copyright information either in print or digitally, except for reasonable portions required for your research and study.

Plagiarism and cheating policy

Cheating means to act dishonestly in any way so that the assessor of the work accepts what you present as genuinely representing your understanding of, and ability in, the subject concerned. Plagiarism is to copy work without acknowledging the source and is a form of cheating.

ANITAD will not tolerate plagiarism or cheating, and a penalty may be imposed if you are accused of either.

It is cheating to:
* use notes or other resources without permission during formal testing
* hand in someone else’s work as your own (with or without that person’s permission)
* hand in a completely duplicated assignment
* take work without the author’s knowledge
* allow someone else to hand up your work as their own
* have several people write one computer program or exercise and hand up multiple copies, all represented (implicitly or explicitly) as individual work
* use any part of someone else’s work without the proper acknowledgement
* steal an examination or solution from a lecturer.

It is not cheating to:
* discuss assignments with lecturers or other students to understand what is being asked for
* hand in work done alone or with the help of staff
* get help to correct minor errors in spelling, grammar or syntax (sentence construction)
* discuss assignment requirements and course materials so that you can better understand the subject (this is, in fact, encouraged)
* submit one assignment from a group of students where this is explicitly permitted or required use other people’s ideas where they are acknowledged in the appropriate way, such as referencing using footnotes, end notes or the Harvard system of referencing.

Remember that the integrity of a group project is the joint responsibility of all members of the group. Therefore, if cheating of any kind is found in a group project, all members of the group will be held responsible and will be subject to the disciplinary processes.


If you are suspected of cheating, the lecturer/mentor will investigate to establish evidence to support the suspicion. If there is evidence to support the suspicion, the lecturer/mentor will notify the Business Quality Manager and set out the concerns to you in writing, requesting a time to discuss the matter. You will have the opportunity to counter the allegations made against you.

Once you have provided your information, the lecturer/mentor may come to one of two decisions: It is a minor or unintentional offence and you will need to undergo an alternative form of assessment, such as a short oral assessment, which may involve talking about the work or questioning. The penalty in this case is that you will receive the lowest level of competency or pass for all the learning outcomes being assessed. It is a serious offence and you will fail the module. Repeated offences of cheating – minor or serious – will result in failure of the module plus a record on your student file, together with the reason. You will be advised of all penalties writing.

What if I don’t agree with the decision?

If you are accused of and penalised for cheating and believe that the accusation is unjust, you have the right to appeal against the charge. This appeal must be lodged in writing with the Institute business quality manager within one week of the penalty being imposed. The appeal may be lodged against: the process the decision the penalty. The appeal will be investigated and a decision will be advised to you within a week of your appeal.

  Complaints and appeals form

Login portal terms of use

The Institute Client / Student Login Portal allows registered users to access and download documents and forms related to service agreements (business clients) or study resources (students).

Institute enrolled students will generally receive a login username and password that can be found on their "letter of enrolment confirmation." Business clients may also receive a login username and password but at the discetion of the Institute. This discretion is based on a as needed basis which serves to allow clients to download completed services.

Login usernames and passwords are strictly for the intended business client or student. Documents and forms are confidential and not to be shared due to copyright. Breaches of this policy will result in loss of the use of the login portal.

Student logins are only valid for the duration of their enrolment and access ceases on their "completion date." The expiry of Business client logins are at the discretion of the Institute and unless otherwise discussed, login access is available for 14 days from notification.

All queries related to the Login Portal:
T: 1300 134 137

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