SWC Training | Policy and Procedures

Privacy Policy

Information we collect

Welcome to SWC Training, a registered RTO and member of the IVET Group. We value your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you visit our website, www.swc.com.au, and use our services.

We collect personal information from you when you fill out forms on our website, specifically through SWC Trainingâ€™s Contact Relationship Management platform HubSpot, for the purposes of contacting you. The information we collect includes:

Name
Business
Email address
Contact Number
Course Information

We may also collect non-personal information, such as your browser type, device type, and browsing behaviour through cookies and similar technologies.

How we use your information

We use the information we collect for the following purposes:

To provide and improve our services
To respond to your enquiries and provide customer support
To manage your account
To send you promotional materials and updates about our courses and services
To understand your needs and preferences, enhancing your experience on our website

Cookies and tracking technologies

We use cookies and similar tracking technologies to track the activity on our website and hold certain information. Cookies are files with a small amount of data that are stored on your device. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some parts of our website.

Data security

We take the security of your personal information seriously. SWC Training, part of the IVET Group have implemented appropriate technical and organisational measures to protect your personal information from unauthorised access, use, or disclosure. All personal information transferred into HubSpot is securely stored and managed.

Disclosure of your information

We do not sell, trade, or otherwise transfer your personal information to outside parties. We may share your information with trusted third parties who assist us in operating our website, conducting our business, or servicing you, as long as those parties agree to keep this information confidential.

Your rights

You have the right to access, update, or delete the personal information we have on you. If you wish to exercise any of these rights, please contact us at info@swc.com.au

Related policies and consumer rights

This Privacy Policy should be read in conjunction with SWC Trainingâ€™s Fees and Refunds Policy, Complaints, Grievances and Appeals Policy, and other student information, which outline your rights and protections as a consumer under Australian Consumer Law.

SWC guarantees that services provided will be:

Provided with due care and skill,
Fit for any purpose specified by the consumer or supplier, and
Provided within a reasonable time, where no time has been agreed.

Changes to this privacy policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. You are advised to review this Privacy Policy periodically for any changes.

Contact us

If you have any questions about this Privacy Policy, please contact us at:

SWC Training
Email: info@swc.com.au
Phone: 1800 464 454
Address: Head Office, Level 5 East, 608 St Kilda Road, Melbourne VIC 3004

Complaints, Grievances and Appeals Policy

SWC Training is committed to providing a fair, transparent and timely process for managing complaints, grievances and appeals. We view all complaints and appeals as an opportunity to improve our services and learning experience.

All complaints and appeals will be handled respectfully, confidentially and in accordance with the principles of natural justice and procedural fairness.

Scope

This policy applies to all prospective, current and completed students of SWC Training and covers academic and non-academic matters, including training delivery, assessment, staff conduct, student services and administrative decisions.

Principles

SWC Training ensures that:

Students can raise complaints or appeals without fear of disadvantage
Complaints and appeals are acknowledged in writing
Matters are dealt with fairly, objectively and promptly
Students may be supported by a support person at any stage
Records are securly maintained
Independent external review if available if required

Complaints and appeals process

Students may access any stage of the process at any time, though resolving issues informally is encouraged where appropriate.

Stage 1: Informal Resolution
Students are encouraged to raise concerns directly with the relevant trainer or staff member as soon as possible. Where this is not appropriate, concerns may be raised with the Training Manager.

Stage 2: Formal Complaint
If the issue is not resolved informally, students may submit a written complaint.
SWC Training will:

Acknowledge the complaint in writing
Investigate the matter
Provide a written outcome

Stage 3: Internal Appeal
If the student is not satisfied with the outcome, they may lodge an internal appeal.
The appeal will be reviewed by senior management, and the student will receive a written decision.

Stage 4: External Appeal
If the matter remains unresolved, students may request an external review through an appropriate independent body, such as the Victorian Ombudsman, Dispute Settlement Centre of Victoria, ASQA, or the National Training Complaints Hotline.

Timeframes

Complaints and appeals are normally finalised within 60 calendar days.
If additional time is required, the student will be notified in writing with reasons.

Confidentiality

SWC Training maintains secure records of all complaints and appeals and uses this information to identify trends and improve systems, training and services.

Responsibility

All SWC Training staff are responsible for adhering to this policy.
Overall responsibility for compliance rests with the Quality and Compliance function, with oversight by senior management.