NZ Sports Turf Industry Training Organisation

Policies and Procedures

Credit Transfer
Recognition of Prior Learning
ITO Client Complaints Procedure
Training Disputes and Grievances
Trainee Workplace Assessment Appeals Procedure
Moderation Appeals Procedure
Stakeholder Relations

Credit Transfer
In order to maximise portability of training and cross sector recognition where appropriate, NZSTITO qualifications include unit standards developed by other Industry Training Organisations and standard setting bodies. Unit standards accepted to gain credit towards Sports turf industry qualifications are detailed in qualification documentation available from NZ Sports Turf Industry Training Organisation and published on the NZ Qualifications Authority website at www.nzqa.govt.nz Credit from applicable unit standards achieved and listed on a trainees record of learning with the NZ Qualifications Authority automatically gain credit towards sports turf qualifications.

The ITO also recognises selected Massey University papers for credit achievement towards the National Diploma in Sports Turf Management (Level 6) and National Diploma in Sports Turf Management (Level 7). Further information on these arrangements is available from NZ Sports Turf Industry Training Organisation.

Recognition of Prior Learning
The NZ Sports Turf Industry Training Organisation provides a Recognition of Prior Learning facility whereby trainees can be granted credit towards National Certificate qualifications and unit standards for knowledge and skills in which they are currently competent.

The NZ Sports Turf ITO will supply information to applicants on the Recognition of Prior Learning application and assessment process, fees payable and documentation required.

ITO Client Complaints Procedure
The ITO has established a complaint procedure to provide a means of dealing with all complaints in a professional, fair and understanding manner. We aim to ensure all customers have their complaints dealt with fairly, thoroughly and promptly to resolve the grievance as quickly as possible.

 This policy is also intended to assist us in identifying the best way of modifying systems or processes, where modification will prevent further complaints and/or enhance the service provided. Through this process we aim to continually enhance the level of service provided to customers/clients.

 Policy

• Any person may lodge a complaint with NZSTITO about any matter over which NZSTITO has control and that he or she considers gives grounds for grievance.

•  All complaints are to be treated confidentially.

•  Our emphasis is on achieving understanding, resolving as many issues as possible, preventing future complaints.

•  All investigations into complaints received will take into account the rights of the complainant and any individual about whom the complaint involves

• Complaints are also an important component of customer feedback. We will ensure that all feedback is communicated to the appropriate staff individual.

 Procedure

Informal Complaint Resolution
Where possible, the complainant should endeavor to raise and resolve the issue as close as possible to its point of origin (ie. the person(s) concerned or the source of the grievance) as soon as possible after the event. Formal complaints procedures should generally only be utilised where attempts at informal resolution have been unsuccessful or would not be in the best interests of the complainant.

Formal (Written) Complaints
 Where an informal approach is not in the best interests of the complainant, or where the complainant does not feel that informal resolution has produced a satisfactory outcome, a written complaint should be lodged with the Executive Officer of the NZ Sports Turf Industry Training Organisation.

Where the complainant is dissatisfied with the outcome of an investigation into the complaint, they may appeal in the first instance to the Chief Executive of the NZ Sports Turf Institute ( the NZ Sports Turf Institute administers the NZ Sports Turf Industry Training Organisation) or appeal further to the Board Chairperson of the NZ Sports Turf Industry Training Organisation. If the complainant remains dissatisfied with the outcome following review by the Board Chairperson, they may lodge a formal complaint with the Tertiary Education Commission.

 A complete copy of the complaints and appeals procedure is available from the NZ Sports Turf Industry Training Organisation.

Training Disputes and Grievances
Disputes which arise throughout training and relate to the Training Agreement, between the employer and employee, should initially be dealt with by the parties involved. If any dispute cannot be settled by mutual agreement of the parties concerned, the NZ Sports Turf Industry Training Organisation will, on request, act as a mediator in an attempt to effect a satisfactory settlement.

Either party to the dispute may request the mediation services of the NZ Sports Turf Industry Training Organisation by contacting the Executive Officer who will then arrange a mediation meeting at the convenience of all the parties.

The provision of a mediation service by the NZ Sports Turf Industry Training Organisation shall not affect the operation of the provisions of any Employment Agreement relating to personal grievances or to the enforcement of the Employment Agreement, or prohibit other remedies under employment and/or human rights legislation.

Trainee Workplace Assessment Appeals Procedure

Policy
 The NZ Sports Turf Industry Training Organisation ensures that all trainees have access to a fair and reasonable appeals process which is implemented in a timely manner. The NZ Sports Turf ITO has developed a review procedure to be adopted where a trainee appeals an assessment decision.

Procedure
The review procedure is outlined in the Assessment and Moderation Section of the Training Record Book supplied to every trainee and in the Training Manual supplied to every workplace assessor. It is also outlined in the Workplace Assessment Manual supplied to all Workplace Assessors.

 In the first instance, trainees are advised to try to resolve any issues directly with their workplace assessor. Where this is not possible the trainee may request a review of the assessment decision. This request must be made in writing to the NZ Sports Turf ITO within ten days of the initial assessment decision having been made. A $50.00 review fee applies which will be refunded in full if an assessment decision is overturned.

 Trainees are advised that if they feel that credit has been denied them unfairly they should make a request for review of the decision. Grounds for request of a review may include, but are not limited to:

• a claim that the workplace assessor failed to follow proper assessment processes and or procedures that had been agreed to by trainee and assessor prior to the assessment taking place. 

• a claim that the workplace assessor failed to recognise or acknowledge that the trainee had achieved the required standard of performance. 

• a claim that the written decision given by the assessor differed from the feedback given at the time of the assessment taking place. 

A request for review of an assessment decision will be considered by the ITO within ten days of receipt. Details of the trainees request for review will remain confidential to the ITO, although the trainees workplace assessor will be notified of the request and will be asked to provide copies of documentation related to the assessment. A written report regarding the assessment may also be requested.

 The ITO will make one of the following judgments once all relevant documentation has been received and reviewed:

• the original decision by the workplace assessor was justified

• the original decision by the workplace assessor should be overturned

• re-assessment is necessary

 Where a re-assessment is necessary it will be undertaken by an ITO appointed neutral third party not involved in any part of the assessment process to that point. 

Both trainee and workplace assessor will be advised of the outcome of a review. 

Reviews will be conducted in as short a time frame as possible.

The decision of the review is final and where re-assessment is required, the decision of the workplace assessor making the new assessment is final.

Moderation Appeals Procedure
The main purpose of moderation is to set and maintain high standards of assessment throughout the sports turf industry. An outline of moderation and moderation disputes procedures is published in the Assessment and Moderation section of the Training Manual provided to every workplace assessor and in the Workplace Assessors Manual available from the ITO.

 If a dispute arises with the moderator, this should first be discussed with the moderator concerned during the moderation visit. If the dispute is not resolved an appeal may be lodged with the ITO. Appeals must be lodged with the Executive Officer of the NZ Sports Turf Industry Training Organisation within in ten days of a Moderation of Assessment visit taking place. The ITO will then seek to resolve the dispute and/or appoint a special moderator to assist in that process.

Stakeholder Relations
The ITO is an incorporated society governed by its stakeholders. The ITO is committed to ensuring that its governance arrangements are such that the ITO is highly responsive and accountable to industry and employee requirements. The function of the ITO Board is summarised in section 10 of the NZ Sports Turf Industry Training Organisation Charter. The membership, function, meeting and reporting procedures of the ITO Board are governed by the NZ Sports Turf Industry Training Organisation Constitution. A copy of the ITO constitution is available from the NZ Sports Turf Industry Training Organisation.