Quality Assurance Handbook

8.1 Learner Induction Policy

8.1.1 Purpose

All new learners who undertake a programme of study at Western Management Centre (WMC) receive an induction to WMC and their selected programme of study.

The induction is designed to ease learners’ transition to studying at WMC, introduce learners to the skills, knowledge and demands of their chosen programme of studies, establish learners as part of the WMC learning community, and establish relationships with peers, tutors, and WMC staff. The learner induction provides WMC with the opportunity to set learners’ expectations and outline those of WMC.

8.1.2 Policy Statement

The induction policy and process provide learners with key information relevant to their academic journey at WMC and explain the learners and staff rights and responsibilities.

8.1.3 Responsibility of

This policy is the responsibility of the Programme Manager.

8.1.4 Processes and Procedures

All new learners are expected to participate in the induction process. Learner induction focuses on general WMC matters as well as programme specific matters.

The induction allows new learners to become familiar with members of the Centre and get a more precise understanding of their chosen programme and the programme structure.

Learner induction takes place immediately before programme commencement and includes important information on health and safety regulations, fire safety, toilet facilities, breaks, and other information necessary for learners’ safety and comfort.

The induction process provides sufficient information on the Centre’s academic policies and procedures, and information on learners and staff’s rights and responsibilities. Learners are also introduced to the following policies and procedures:

• Health and Safety
• Learner Code of Conduct and Disciplinary Procedures
• Academic Malpractice Policy
• Complaints Policy and Procedures
• Recheck, Review, and Appeals Policy
• Personal Mitigating Circumstances Policy
• Unscheduled Breaks and Attendance Policy
• Teaching and Learning Policy

If learners are absent during the induction, the Programme Manager provides learners with induction collateral at a later date.

8.2 Personal Mitigating Circumstances Policy

8.2.1 Purpose

The management of functions at Western Management Centre (WMC) strives to ensure the academic success of learners enrolled on its programmes. Learners attending programmes of study at WMC are expected to attend all classes during the period of programme enrolment. Full class attendance is an essential component in the academic development and engagement of learners. However, the Centre recognises that circumstances may arise that may affect learners’ ability to satisfy programme requirements or to achieve their academic potential. For this reason, learners can request that, under certain circumstances, personal mitigating circumstances be taken into consideration.

8.2.2 Policy Statement

This policy outlines the mechanisms that are available to learners who present with a mitigating circumstance that precludes participation with given elements of a programme and at certain point in time.

In the event of circumstances which affect learners’ ability to participate fully in their programme of study or programme activities, learners are responsible for communicating this to the Registrar at WMC. Where a medical issue is a potential reason for the change in circumstances of the learner, the Centre will provide learners with assistance in locating medical services if required. If learners do not wish to discuss the nature of their absence, the Centre will advise them to contact their healthcare practitioner to arrange the relevant supports and assistance.

Personal Mitigating Circumstances refers to particular conditions that prevent learners:

• Actively participating in or attending a programme of study during the period of enrolment
• Completing assessment activities, to the standard that otherwise would have been expected, during the period of programme enrolment

8.2.3 Responsibility of

This policy is the responsibility of the Programme Manager.

8.2.4 Processes and Procedures

Learners may be facilitated in taking unscheduled breaks in the event of mitigating circumstances (for example, bereavement or illness). Such periods should be verified by supporting documentation.
Where absence occurs during a programme of study, learners must contact the Programme Manager outlining the expected duration of absence and return date. Where absence is recurring, learners must contact the Programme Manager and, if relevant, provide evidence of medical certification for the period of illness/absence.

The Centre requests learners to engage with them during periods of absence so that alternative arrangements can be identified and implemented if required.

Due to the delivery structure of QQI accredited programmes available at WMC, learners are strongly encouraged not to schedule holidays during programme enrolment.

Personal Mitigating Circumstances – Procedures

Where learner absence occurs during a period of submission dates for assessments of examinations, it will not be possible for WMC to award learners with a grade for unsubmitted/incomplete assignments or examinations.

Learners will be notified that, under certain circumstances, it will be possible to apply for consideration for personal mitigating circumstances using the Personal Mitigating Circumstances Form. Learners are advised to submit the completed form with supporting documentation (for example, medical certificate) for review by the Programme Manager. Learners can submit an application for personal mitigating circumstances usually for up to ten working days after their period of absence. WMC treats all valid personal mitigating circumstances in a supportive manner.

The Programme Manager will review learners’ applications for personal mitigating circumstances and will make a decision in relation to same as efficiently as possible.

Where learners’ applications for personal mitigating circumstances are approved, learners are notified of the decision.

Where learners’ applications for personal mitigating circumstances are rejected, learners will be notified of the decision and provided with rationale for the decision. In the event that learners wish to appeal the decision, the Registrar will review the documentation and make a final decision and notify learners in writing. The Centre recognises that it may be a difficult time for learners and accordingly, all correspondence with learners in relation to these matters will be treated with sensitivity and discretion.

WMC treats all learner information privately and confidentially. Where personal mitigating circumstances need to be considered for assessment completion and learners submit medical certificates, these are presented at the Results Approval Panel (RAP), allowing the Panel the opportunity to consider same.

8.3 The Learning Venue and Equipment Suitability Policy

8.3.1 Purpose

This policy ensures that the Western Management Centre (WMC) learning venue and its facilities are appropriate to meet learners’ needs and meet minimum standards outlined by WMC.

8.3.2 Policy Statement

This policy outlines the minimum standard requirements to ensure a positive teaching and learning experience which can be delivered in a safe and supportive physical environment.

The management of functions at WMC ensures that all learners are given rights to equality of treatment and ease of access to WMC’s services. WMC recognises the importance of achieving a coherent and integrated approach to the provision of services and support for learners with special needs. All facilities will accommodate learners with special needs.

8.3.3 Responsibility of

This policy is the responsibility of the Director of Non-Academic Operations

8.3.4 Processes and Procedures

WMC is committed to providing a learning environment that supports the learning experience of all the Centre’s learners. WMC operate in a bespoke, dedicated training centre. The Venue Suitability and Equipment review is conducted regularly. A Venue Suitability and Equipment Checklist Form is completed for this review. The Venue Suitability and Equipment Checklist Form has been designed to ensure that the Centre(s) adhere(s) to the following minimum standard requirements:

• Health and Safety (incorporating Covid-19 requirements)
• Security
• Disability Access and Facilities
• Suitability of Learning Environment
• Equipment Suitability

Health and Safety

Learning venues and equipment must adhere to health and safety obligations. These include:

• Emergency lighting
• Adequate fire escapes
• Assembly point noted
• Means of raising fire alarm
• Evacuation signage/details available

WMC holds public liability insurance which provides cover for all parties attending the Centre.

Disability Access and Facilities

Access to WMC and its training rooms is accessible to wheelchair users or persons with mobility requirements. The Centre provides disabled toilet facilities.

Suitability of Learning Environment

All training rooms provide adequate space in relation to the number of learners enrolled on a programme of study and the practical elements of the programme. Lighting, heating, and ventilation equipment is available. Room lighting is adequate and window blinds are present (where required).

Equipment Suitability

WMC and the training room facilities provide the equipment required for the learning and assessment activities of the programme. In circumstances where programme curricula content requires specific materials to support learning, these will be provided.

8.4 Complaints Policy

8.4.1 Purpose

This policy ensures that all legitimate complaints are investigated with a view to reaching a resolution in a clear, fair, and timely manner.

8.4.2 Policy Statement

Complaints can provide an important source of feedback on the performance of Western Management Centre (WMC) services and service delivery. As such, WMC carefully manages the registration of complaints and the hopeful progress towards attaining an agreed outcome for the parties involved.

Learners/complainants are advised that in making a complaint, it is expected that they have complied with the requirements of the Learner Code of Conduct Policy in relation to the matter concerned. It is also expected that complaints will not be of a personalised or of a malicious nature or for the purpose of personal gain.
Academic Appeals are not covered by this policy (please refer to the appropriate policy for Review, Recheck or Appeal Policy). A complaint against another learner is not covered by this policy, this will be dealt with under the Learner Code of Conduct and Policy.

8.4.3 Responsibility of

This policy is the responsibility the Programme Manager. Dependant on the area of complaint, the Programme manager will involve the relevant parties to the complaint.

8.4.4 Processes and Procedures

Stages in the Complaints Process

Before making a formal complaint, learners/complainants should first try to resolve the issue informally with the person who is the subject of their complaint (if applicable) or with the immediate manager/supervisor of the service. This can be done in person or through the Learner Representative. Learners/complainants may also seek the advice of another staff member or WMC Management, as appropriate. There may be occasions when several learners/complainants feel they need to jointly need to make a complaint about a problem. In these circumstances, it may be appropriate to ask the Learner Representative to speak on their behalf or to nominate a learner to act as spokesperson.

Learners/complainants can be accompanied at any stage of the process by a family member or a colleague. In all instances, the accompanying party cannot be a legal advocate or representative. Their role is to take notes and act as a support to the party engaged in the complaint. Discussions are between the named parties and do not involve accompanying parties. The intention to bring an accompanying party, the identity of the accompanying party and their relationship to the named party must be communicated in writing to the meeting organiser, not less than 72 working hours prior to the meeting.

The complaints procedure is based on the principles of natural justice and as a result, anonymous complaints cannot be dealt with or responded to.

Stage 1: Informal Process

This preliminary stage will generally be a verbal process and a formal, written record will not be made. If the complaint is not resolved, then the complainant may proceed to Stage 2 of the Complaints Procedure.

Stage 2: Formal Process

If the complaint is not resolved informally, the learner(s)/complainant(s)/Learner Representative should complete a Complaint Form. The completed Complaint Form should be forwarded to the Programme Manager, who will escalate if required to the Registrar. The complaint should be specific and comprehensively documented. The procedures (both informal and formal) for dealing with each category of complaint are then elaborated.

Complaints Procedure

This section outlines the procedures to be followed for each of the categories of complaints (A or B) below.
Category A – Specific Subject/Module/Programme Issues
The following procedure is to be followed for complaints falling within this category (see Figure 11):

1. Learners/complainants may complete a Complaint Form and submit it to the Programme Manager. Where the issue is resolved, the outcome is communicated to all relevant stakeholders. Where the problem is not resolved informally, the following procedure may be followed.

2. In the case of unresolved issues relating to specific subjects or modules, meetings will be set up with the tutor, the learner(s)/complainant(s), and the Programme Manager in an effort to resolve the issue satisfactorily. Such meetings should normally be completed within ten working days. Reference should be made to the programme documentation as part of this process. Both learner(s)/complainant(s) and the staff member may elect to have a representative or a third-party present at such meetings.

Records are retained of such meetings, agreed, and signed by participants, and made available to each party. For issues relating to general programme issues such as course workload and timetabling, the learner(s)/complainant(s) will submit the Complaint Form to the Programme Manager to be included as an agenda item in advance of the regularly scheduled management meeting. The matter will be processed through the next management meeting and escalated to the Registrar if necessary.
3. Where the complaint is resolved, the Programme Manager should complete a Complaint Resolution Form and inform the learner(s)/complainant(s) of the outcome. If not satisfied, the learner(s)/complainant(s) may appeal the outcome to the Registrar.
4. Where the issue is not resolved, the Registrar will review the matter and decide upon the appropriate course of action. Both the learner(s)/complainant(s) and staff member will be kept up to date on the matter.

Note: Regardless of the category utilised above, the Registrar will receive minutes from all meetings involving any form of communication relating to any alleged complaint. The Registrar’s decision will be final in all cases.

Figure 11 – Category A – Specific Subject/Module/Programme Issue

Category B – Student Services/Facilities

Category B complaints (which relate to student services or facilities) are initially dealt with by the Programme Manager. The following procedure is to be followed for complaints falling within this category (see Figure 12).

Where a complaint relating to a service/facility remains unresolved, the learner(s)/complainant(s) may submit a Complaint Form and the Programme Manager will place the item on the agenda of the next relevant committee meeting (where such exists). The matter may also be referred by the Programme Manager to the Director of Non-Academic Operations.

Where the complaint is resolved, the Programme Manager should complete a Complaint Resolution Form and inform the learner(s)/complainant(s) of the outcome. If not satisfied, the learner(s)/complainant(s) may appeal the outcome to the Registrar.

Note: Regardless of the category utilised above, the Registrar will receive minutes from all meetings involving any form of communication relating to any alleged complaint. The Registrar’s decision will be final in all cases.

Figure 12 – Category B – Student Services/Facilities

8.5 Unscheduled Breaks and Class Attendance Policy

8.5.1 Purpose

The management of functions at Western Management Centre (WMC) strives to ensure the academic success of learners enrolled on programmes of study. WMC learners are expected to attend all classes during the period of programme enrolment. Full and punctual class attendance is an essential component in the academic development and engagement of learners. Attendance plays a key role in creating an environment of increased participation, interaction, and learning. Consistent attendance is a contributing factor in enhancing the learning experience and facilitating the development of learning skills and learning progression. Attendance is also a key factor in ensuring WMC achieves its mission to work with individuals and organisations to help them achieve their training goals.

8.5.2 Policy Statement

This policy explains WMC’s approach to monitoring the engagement of learners on the Centre’s programmes of study and engagement with the Centre.

Although full learner attendance is the ambition, WMC recognises that circumstances and factors external to the WMC environment can impact on learners’ academic performance or influence learners’ ability to attend classes or to complete assignments and/or examinations in a timely manner. WMC may facilitate absences in the event of exceptional circumstances (for example, periods of illness and/or personal issues such as an immediate family bereavement).

In the event of circumstances which affect learners’ ability to participate fully in their programme of study or programme activities, learners should refer to the Personal Mitigating Circumstances Policy (for more information, see Section 8.2, Personal Mitigating Circumstances Policy).

Due to the delivery structure of QQI accredited programmes available at WMC, learners are encouraged not to schedule holidays during the period of their enrolment. WMC maintains records of attendance of all learners enrolled on programmes of study. Attendance records are updated daily by tutors. Learners are required to sign in for each day of their programme of study.

8.5.3 Responsibility of

This policy is the responsibility of the Programme Manager.

8.5.4 Processes and Procedures

Due to the delivery structure of QQI accredited programmes available at WMC, learners are encouraged not to schedule holidays or unscheduled breaks during programme enrolment.

Where unapproved absence occurs during a programme of study, learners must contact the Programme Manager.

Where unapproved absence is recurring, learners must contact the Programme Manager and subsequently provide evidence of medical certification for the period of illness/absence. The Centre requests learners to engage with them during periods of absence so that alternative arrangements can be identified and implemented if required.

Learners are notified that, under certain circumstances, it will be possible to apply for consideration for personal mitigating circumstances. Learners are advised to submit a completed Personal Mitigating Circumstances Form with supporting documentation (for example, medical certificate). Learners can submit an application for personal mitigating circumstances usually up to 10 working days after their period of absence. The Centre will treat all valid cases of personal mitigating circumstances in a supportive manner.

The Programme Manager will review learners’ applications for personal mitigating circumstances and will make a decision in relation to same as efficiently as possible.

Where learners’ applications for personal mitigating circumstances are approved, learners are notified of the decision by the Programme Manger.
Where learners’ applications for personal mitigating circumstances are rejected, learners will be notified of the decision and provided with rationale for the decision. The Centre recognises that it may be a difficult time for learners and accordingly, all correspondence with learners in relation to this matter will be treated with sensitivity and discretion.

Class Attendance Procedure

WMC records and measures learners’ attendance using attendance records. All learners are required to sign a programme attendance register for each attendance on a specific programme of study. WMC provides tutors with attendance records and tutors are responsible for administering the attendance record to learners.
Learners are responsible for signing the attendance record on each day of their training programme. Any attempts by learners to falsify the attendance record (i.e. by attempting to sign in another learner who is absent) will be in direct breach of the Code of Conduct Policy. Where this breach occurs, the instance will be subject to the procedures documented within the relevant policy.

Sanctions for Poor Attendance

The reputation of WMC and its learners’ is guided by WMC’s commitment to maintaining the highest standards of learning and instruction. Consistent attendance is a contributing factor in enhancing the learning experience. Attendance also plays a vital role in assisting WMC to achieve its objective to work with learners and organisations to achieve their personal and strategic goals.

Where learners’ attendance falls below a manageable level, the Centre will work to facilitate learners in completing a programme of study where possible.

8.6 Learner Code of Conduct Policy

8.6.1 Purpose

The purpose of the Western Management Centre (WMC) Learner Code of Conduct Policy is to help establish the expectations of learners at WMC whilst ensuring the safety and protection of learners and Centre staff. The Learner Code of Conduct Policy and associated disciplinary procedures ensure a professional and safe environment exists for all.

8.6.2 Policy Statement

WMC works towards ensuring a good working relationship between all Centre staff and learners. WMC additionally commits to recognition of the value the diversity of learner experiences and expectations. In this way, WMC is committed to treating learners in a fair and transparent manner. All learners are required to comply with the requirements set down in this Learner Code of Conduct Policy.

The Learner Code of Conduct Policy defines the learners’ rights and responsibilities. These rights and responsibilities form the basis of the relationship between members of the WMC community and its learners. This document provides a clear statement of the Centres’ expectations of its learners in respect of academic matters and personal behaviour. Learners themselves have responsibilities towards tutors, Centre employees, and other learners.

This document includes updated guidelines that detail the set of recognised ethical norms (or values) and standards of acceptable conduct and behaviour at WMC. This document describes clear and transparent procedures for reporting violations, reviewing incidents and the related due processes. It is expected that stakeholders comply with the Learner Code of Conduct Policy and that any complaints will not be of a malicious nature or for the purpose of personal gain. The Learner Code of Conduct Policy document is based on the principles of natural justice and consequently, anonymous complaints cannot be dealt with or responded to.

Where disciplinary actions are applied, these will primarily be corrective and provide learners with the opportunity to amend their behaviour in line with the culture and ethos of the Centre.

This Policy and disciplinary procedures will be formally reviewed on a regular basis to reflect any legislative changes.

8.6.3 Responsibility of

This policy is the responsibility of the Programme Manager.

8.6.4 Processes and Procedures

Learner Code of Conduct

WMC is fully committed to maintaining and fostering a learning environment that provides support and respect to all.

Learners enrolled on a programme of study at WMC are expected to:

• Conduct themselves in a manner that upholds and supports the Centre’s learning environment and the experiences of others
• Work to assist the creation of a learning environment that espouses the principles of collaboration, mutual aid, and professional relationships
• Avoid behaviours that may cause disruption to classes, WMC staff, or to other persons enrolled on programmes of study
• Treat all WMC staff and other learners with respect
• Behave in a manner that does not bring the Centre or its stakeholders into disrepute
• Access and familiarise themselves with the specific policies, procedures, and academic expectations and regulations relevant to their enrolment in the Centre
• Attend all classes and adhere to the guidelines detailed in the unscheduled breaks and class attendance policy
• Avoid language or behaviours that may be considered threatening to others

Misconduct is any unacceptable or improper behaviour, or any behaviour motivated by premeditated or intentional purposes.

Misconduct can include unintentional behaviour which may occur as a result of errors in judgment by learners or which represents a minor breach of WMC regulations.

Examples include (but are not limited to) the following:

• Failure to abide by WMC health and safety rules and procedures
• Minor breaches of WMC regulations
• Unintentional and minor damage to WMC property

Misconduct also refers to any behaviour which represents a serious breach of WMC regulations.

Examples include (but are not limited to) the following:

• Failure to follow WMC rules and regulations relating to academic matters (for example, instances representing major academic malpractice)
• Major breaches of WMC health and safety rules and procedures
• Major breaches of WMC regulations
• Any act which results in adverse publicity or reputational damage to WMC or its staff
• Persistent rude, disruptive or threatening behaviour towards learners, WMC staff, and WMC stakeholders
• Failure to comply with any reasonable instruction given by any staff member in the performance of their duties
• Bullying or harassment or engaging in any discriminatory behaviour
• Possession, supply, or use of illegal drugs
• Dangerous behaviour, fighting, or physical assault
• Failure to report damage to property or premises caused by the learner

Gross Misconduct

Gross Misconduct refers to instances where any act that destroys the relationship of trust and confidence between WMC and learners, making the relationship impossible to continue.

Examples of gross misconduct includes (but is not limited to) the following:

• Signing in on behalf of another learner for assessment purposes
• Sexual offences, sexual misconduct, and/or sexual harassment
• Possession of weapons or any item that might be construed as being a weapon or dangerous substance
• Assault on any member of WMC staff, learners, or any other WMC stakeholders
• Forgery, alteration, or misuse of WMC documents or records
• Providing false information to WMC or impersonating others with the intention to deceive
• Attendance at the Centre under the influence of alcohol or drugs

Breaches of WMC Learner Code of Conduct Process

Before making a formal allegation of misconduct, learners should first try to resolve the issue informally with the person who is the subject of the alleged misconduct or with the immediate manager/supervisor of the service. This can be done in person or through the Learner Representative. Learners can also seek the advice of another staff member or Programme Manager, as appropriate.

Where allegations are reported, the Programme Manager will initially investigate these. This investigation may result in the application of sanctions (where applicable).

Depending on the nature of the allegation, and where the matter is resolved through learners’ admission of responsibility, the Programme Manager may close the allegation. The Programme Manager will provide learners with a link to the Code of Conduct Policy.

Where learners deny any responsibility, the Programme Manager will write a report of the incident and forward this to the Director of Non Academic Operations for further review and action.

The Director of Non Academic Operations will assess the information forwarded by the Programme Manager and determine if the case of alleged misconduct requires further action and/or investigation. In the event that it is determined that further action and/or investigation is required, the relevant learners will be notified. This notification will inform learners of:

• The outcome of the investigation
• The appeal options open to the learner

Where learners accept the outcome of the investigation, the matter is considered closed and a record of the event is kept on the learners’ records until the learners’ completion of the programme of study.

In the event of an appeal, the Registrar will forward all information relating to the allegation of misconduct to the Appeals Committee. The Registrar will notify learners of the following:

• Learners need to attend an Appeals Committee meeting and confirm their attendance in writing (within 5 working days of receiving communication from the Registrar)
• The date and time of the scheduled Appeals Committee meeting
• The location of the WMC Code of Conduct Policy and disciplinary procedures
• Learners’ rights to have a colleague or family member accompany them to the Appeals Committee meeting
• The role of the accompanying party is solely to take notes and to provide support to the party engaged in the allegation (rather than to act as a legal advocate or representative)
• The need for learners who choose for an accompanying party to be present to notify WMC of this intention no less than 72 hours prior to the meeting. This notification must also provide details of the identity of the accompanying party and their relationship to the named party
• That the decision of the Appeals Committee is final

Appeals Committee

The Appeals Committee will convene where learners submit an appeal of a decision made by the Director of Non Academic Operations.
The Appeals Committee will review all information relating to the allegation of misconduct and the learners’ response/s and establish if misconduct has occurred. The Appeals Committee will notify learners of the:

• Outcome of the investigation
• Decision of the Appeals Committee as final

Breaches of Code of Conduct Sanctions

The reputation of WMC and its learners is guided by WMC’s commitment to maintaining the highest standards of learning and instruction. This commitment to standards includes the creation and fostering of a learning environment to meet the expectations of its stakeholders. The Learner Code of Conduct works to ensure the safety and protection of learners, stakeholders, and trainers.

Where learners are found in breach of the Learner Code of Conduct, sanctions may apply. Any sanctions applied to cases of confirmed breaches of the Learner Code of Conduct are determined by the severity of the misconduct.

Sanctions for Breach of Code of Conduct

Where breaches of conduct occur, learners are provided with a written notification to which the offence applies. Learners are guided to the area of the Quality Assurance (QA) Handbook that refers to the Learner Code of Conduct Policy and disciplinary procedures. The incident of misconduct is recorded and placed on file until programme completion.

Depending on the severity of the misconduct, learners may be immediately required to leave the programme of study. Where this occurs, learners will be unable to register their attendance for any other programmes of study provided by WMC and fees will not be refunded. The incident is recorded and placed on file for twelve months following completion of the programme. Learners are advised that any further verified incidents of breaches of the code of conduct may be treated as evidence of gross misconduct.

Sanctions for Gross Misconduct

Where gross misconduct occurs or where learners are determined as having committed a second breach representing major misconduct, learners may be immediately required to leave the programme of study. Where this occurs, learners will be unable to register their attendance for any other programmes of study provided by WMC and fees will not be refunded. The incident is recorded and placed permanently on file.

8.7 Refunds Policy

8.7.1 Purpose

Western Management Centre (WMC) recognises that on occasions it may be necessary to provide for situations whereby learners situations may change and require them to withdraw from a programme registration that they have committed to and paid for. The purpose of this policy is to support the provision of refunds in appropriate situations.

8.7.2 Policy Statement

Learners who register for programmes at WMC agree to accept the refunds terms and conditions outlined within this policy document. WMC provides full refunds for cancellations made in excess of 10 working days before the programme start date. WMC must be notified of any cancellations using a dedicated email address. Learners who fail to attend or complete a programme of study are not eligible for refunds.

Organisations may substitute learners enrolled in programmes of study prior to the start of the course without incurring additional costs. WMC must be notified of any programme transfer or change-of-date requests by email at least 5 working days prior to the commencement of the specific original programme of study.

WMC provides its stakeholders with access to the Centre’s Refunds Policy on the WMC website. Potential learners will be required to indicate that they have read the Centre’s Terms and Conditions (including refunds) prior to confirmation of payment for a programme of study.

8.7.3 Responsibility of

This policy is the responsibility of the Programme Manager.

8.7.4 Processes and Procedures

Refund Application Process

Persons who wish to apply for refunds should email WMC directly to request the refund. All applications for refund will be handled in line with WMC’s conditions of sale (as documented on the WMC website). The email must provide details of the learner(s), the specific programme the refund relates to, the method of payment used, and the rationale for the refund. Where necessary, WMC may request additional documentation be submitted to support the applicant’s refund request. All applications must be provided to WMC a minimum of ten working days before the commencement of the programme of study.

Where applications for refunds are approved, applicants will normally be provided with a refund payment within twenty working days of the refund decision.

Where applications for refunds are rejected, applicants will be notified of the decision in writing and provided with rationale for the decision.

Programme Transfers and Change of Date Application Process

Persons who wish to substitute participants and/or change the date of a programme of study, must email WMC directly and request the programme substitution and/or change of date in writing. The email should provide details of the learner(s), the specific programme the request relates to, and the rationale for the substitution and/or change of study date. Where necessary, WMC may request additional documentation be submitted to support the applicant’s request(s). All applications must be provided to WMC a minimum of five working days before the commencement of the original programme of study.
The Programme Manager will review the application(s) and make a decision.

Where application(s) are approved, applicants will be notified within five working days of the decision.

Where application(s) are rejected, applicants will be notified of the decision in writing.

Note: Applications for refunds, programme transfers, changes of date that are not lodged within the specified timeframe indicated for each application cannot be processed

8.8 Learner Representative Policy

8.8.1 Purpose

Learner Representatives will contribute to the implementation of quality assurance (QA) processes and quality enhancement at Western Management Centre (WMC). Through gathering and providing feedback on learning experiences of enrolled learners and sharing this with WMC staff and at Academic Council or Programmatic Review meetings, Learner Representatives will ensure focus on learners’ experiences is a key focus of the Centre.

The role of Learner Representative also provides learners with an opportunity to develop deeper connections with colleagues and Centre staff and to develop negotiation, advocacy, leadership, and communication skills.

8.8.2 Policy Statement

Western Management Centre (WMC) will work to apply the Learner Representative Policy where it is feasible within the scope of its operations. Learner Representatives will act as the ‘voice of learners’ and provide representation on the views and experiences of learners at WMC. Learner Representatives will ensure that learners’ views are heard and assist WMC in continually listening to and engaging with learners to improve teaching, learning, assessment, and academic experiences.

8.8.3 Responsibility of

This policy is the responsibility of the Registrar.

8.8.4 Processes and Procedures

It is WMC policy that all new learners receive an induction to WMC and their chosen programme of study. WMC recognises that a well-organised induction can assist learners in developing an understanding of learner responsibilities and expectations while helping learners settle into the learning environment.

Learners will be notified of the role of Learner Representative. Learners will have the opportunity to volunteer for the role.

If the class sign up to the Learner Representative Policy, groups of learners can choose to select a learner representative from the group. (In classes of less than 8 days’ duration or less than three learners, there is no obligation on the group to sign up to this policy).

Where learners do not volunteer for the position of Learner Representative, tutors may select a learner representative from the entire learning group.

Where in excess of one learner wishes to assume the role of Learner Representative, the remaining learners enrolled on the programme of study must endorse the appointment through a vote system. Learners will write their vote on a piece of paper. Tutors will collect the votes and count the votes. The learner in receipt of the majority of votes will be elected as the learner representative for that group.

Learner Representatives must assume a proactive role in representing and engaging with fellow learners. Where programme-related and Centre-related matters may arise, Learner Representatives are responsible to present this matter to the Programme Manager.

Learner Representatives may be invited to attend Academic Council meetings.