1. Purpose
The purpose of this policy is to outline how Lumify Learn, distribute, capture, summarise and review information on student perceptions of the quality and effectiveness of their courses, resources, training personnel and overall learning experience and how this is considered in course review and other quality assurance processes and activities.
Lumify Learn are also committed to gathering feedback from other stakeholders, such as its staff and industry representatives, with its practices outlined within separate and targeted policy and procedures.
2. Scope
This Policy and Procedure covers all of Lumify Learn’s training and assessment services across all campuses and all training/academic, student services, and governance staff members.
3. Responsibilities
The RTO Manager is responsible for ensuring this Policy and Procedure is implemented. The Compliance Coordinator is responsible for ensuring this Policy and Procedure is maintained and up to date in line with scheduled revisions. Managerial staff are responsible for ensuring their teams are up-to-date with this Policy and Procedure.
4. Policy and Procedure
This policy supports Lumify Learn’s continuous improvement commitment.
ALL STUDENTS
Student feedback is a core component of Lumify Learns’ quality assurance framework and is guided by the following principles:
monitoring and improving the quality of students’ learning experiences through the timely collection, analysis and reporting of student feedback concerning teaching, learning and assessment
feedback processes will be systematic, rigorous and respectful of the rights of students, staff and stakeholders
providing all students with the opportunity to actively participate in the continuous improvement of courses
Lumify Learn recognise that whilst student participation in providing feedback is important to our continuous improvement strategy, students cannot be forced to provide feedback
ensuring the provision of information to students regarding the consideration of feedback collected and the actions taken to address concerns raised in any feedback received, and
student feedback will be collected, recorded and stored according to the requirements of the Privacy Act (1988).
Student Quality Indicator (QI) Surveys
The Data Provision Requirements 2012 require all RTOs registered with ASQA to provide an annual summary report of their performance against the learner engagement quality indicators to ASQA. Student engagement quality indicators are measured through the use of the standardised student Quality Indicator Questionnaire. QI data is required for the results of the previous calendar year (1st January to 31st December) and is collated systematically and submitted on the ASQA Quality Indicator Annual Summary Report by Lumify Learn promptly.
Lumify Learn s’ student Quality Indicator data report is submitted to [email protected] by close of business on the 30th of June each year.
Student Feedback Surveys/Questionnaires
In addition to the requirements noted above, Lumify Learn are committed to further seeking student feedback on the quality of training and assessment they are undertaking and their overall experience. To this end, Lumify Learn request students complete:
a feedback survey within the initial 2 weeks of commencement (the Initial Student Experience Questionnaire), and
a feedback survey at the conclusion of their chosen course of study (the QI Learner Questionnaire)
These surveys are conducted face to face for students wherever possible.
In addition, students are encouraged to provide feedback at any time throughout their experience, by completed the Feedback Form located on the websites.
Lumify Learn are conscious to have an adequate response rate from all enrolled training students who have completed training as well as students who withdrew or discontinued for whatever reason and endeavour to collect as many Learner QI Questionnaires as possible.
Industry Feedback
Lumify Learn have a comprehensive Industry Engagement Policy & Procedure in place. This is in addition to the annual Employer QI Survey and Quality Indicator data, which is required for the results of the previous calendar year (1st January to 31st December) and is collated systematically and submitted on the ASQA Quality Indicator Annual Summary Report by Lumify Learn promptly.
Lumify Learn’s employer Quality Indicator data report is submitted to [email protected] by close of business on the 30th of June each year.
Other Stakeholder including Staff Feedback
All stakeholders, including staff are encouraged to provide informal feedback, using Lumify Learn s’ Feedback Form, available on the RTOs’ websites. This is in addition to feedback received through a scheduled Validation of Assessment activities.
Where feedback is a complaint, Lumify Learn s’ Complaints and Appeals Policy & Procedure will be put into place and the completed Feedback Form passed to Lumify Learn’s Compliance Coordinator for attention, subject to the person agreeing for their personal contact details to be shared.
Monitoring Feedback and Continuous Improvement (CI)
In accordance with the Commitment to Quality Policy & Procedure, all feedback is recorded on Lumify Learn’s Continuous Improvement Register and is considered in quarterly periods in the staff Town Hall meetings.
Lumify Learn’s General Manager ensure that any actions are monitored to completion and related mitigating strategies, such as staff training, are also completed.
5. Related Documents
QA_FRM_20_01 Feedback Form
QA_FRM_20_02 QI Feedback Report (gov issued)
QA_FRM_20_03 Support and Progression Survey
QA_FRM_20_04 Completion Survey
QA_FRM_20_05 LMS Survey
QA_FRM_20_06 Net Promoter Score
QA_FRM_20_07 Overall Satisfaction Survey
QA_FRM_20_08 Training and Assessment Survey
QA_FRM_12_01 Industry Consultation Form
AQTF Employer Questionnaire (gov issued)
Training & Assessment Strategies (TAS)
QA_REG_25 Continuous Improvement Register
QA_DOC_03_01 Student Handbook
QA_PRO_024_01 Employee Quality and Compliance Guide 2022
