NCVER Accessibility Policy

REVISION DATES: Policy created February 2008; Last revised March 2021

Background

  1. Due to the nature of NCVER’s business (i.e., a research and statistical agency) published outputs contain many graphs, tables, charts, visualisations, other data formats and audio/video files. These can be difficult to access by people with disability.
  2. NCVER also uses a variety of software to publish its work. This means that conversion of the source file into an alternative format for assistive technologies is technically difficult for some of the software used. For VOCEDplus as an example, the content is not published or owned by NCVER, thus cannot always be provided in alternative formats.
  3. A wide variety of information about NCVER and our products and services reside on its websites in HTML pages. The sites also include access, at no charge, to NCVER publications in PDF format.

Aim

  1. NCVER is committed to ensuring its websites are as accessible as possible to all users.
  2. NCVER's aim is to conform to the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) Level AA. WCAG 2.0 has been endorsed by the Australian Government.

Policy

  1. NCVER will create and publish outputs in accordance with Web Content Accessibility Guidelines (WCAG 2.0 AA). In doing this, NCVER will additionally optimise its portal and websites to be as inclusive as possible.
  2. Where possible NCVER will provide a text alternative for the infographic or visualisation that conveys the same meaning and information that is represented visually. Alternative formats for data visualisations will be considered upon request.
  3. For published outputs which we have not provided an alternative format online or where users are experiencing difficulties accessing content, users will be encouraged to contact us via NCVERPublicationsDesk@ncver.edu.au or by phoning free – call 1800 649 452.
  4. Where NCVER does not provide an alternative format online, NCVER will make all reasonable efforts to provide it in an alternative format upon request at no cost to the user.
  5. NCVER will clearly state its accessibility policy on its website.
  6. NCVER will review this accessibility policy biennially.

NCVER Complaints Policy

REVISION DATES: Policy created October 2019

Purpose

The purpose of this policy is to outline how NCVER manages complaints.

Objectives

  • NCVER seeks to maintain and enhance our reputation of providing you with high quality products and services.  We value complaints as they assist us to improve our products, services and customer service.
  • NCVER is committed to being responsive to your needs and concerns and to resolving your complaint as quickly as possible.
  • This policy has been designed to provide guidance to both you and our staff, on the manner in which NCVER receives and manages your complaint.  We are committed to being consistent, fair and impartial when handling your complaint.  Your complaint will be considered on its merits, taking into account individual circumstances and needs.

Definition of a complaint

  • In this policy, a complaint means an expression of dissatisfaction by an external party relating to NCVER services.

How a complaint can be made

If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with.  If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns, you can lodge a complaint with us, in one of the following ways:

  • By telephoning our Complaints Officer on (08)8230 8414, on Monday to Friday, between the hours of 9.00am and 5.00pm (Adelaide time)
  • By completing our online Complaints form
  • By emailing us at complaints@ncver.edu.au
  • By writing to us at Complaints Officer, NCVER, PO Box 8288, Station Arcade, SA, 5000
  • If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.

The information you will need to tell us

  • When we are investigating your complaint, we will be relying on information provided by you and information we may already be holding.  We may need to contact you to clarify details or request additional information where necessary.  To help us investigate your complaint quickly and efficiently, we will ask you for the following information:
    • Your name and contact details
    • The name of the person you have been dealing with about your NCVER service
    • The nature of the complaint
    • Details of any steps you have already taken to resolve the complaint
    • Details of conversations you may have had with us that may be relevant to your complaint
    • Copies of any documentation which supports your complaint
  • If you choose to leave an anonymous complaint, we will continue to handle the complaint using our complaints process, noting that we may be unable to provide you with a response following our investigation, dependent on the way in which your complaint was submitted.
  • As part of our on-going improvement plan, complaints will be monitored for any identifiable trends by management and rectification/remedial action taken to mitigate any identified issues.
  • If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint.  Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.  NCVER complies with the Australian Privacy Principles.  Further details are available in NCVER's Privacy Policy
  • Where a third party was involved, we may be required to speak with them to fully investigate your complaint.
  • If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency, we may cease to take further action in relation to your complaint pending finalisation of their investigation.  We will assist any agency with their investigations.

Responding to your complaint

  • NCVER is committed to resolving your complaint at the first point of contact, however, where this is not possible, a more formal complaints process will be followed.
  • We will acknowledge receipt of your complaint within three business days.  Once your complaint has been received, we will undertake an initial review of your complaint.
  • There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you.  In such circumstances, we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.
  • We are committed to resolving your complaint within 14 business days of you lodging your complaint, however, this may not always be possible on every occasion.  Where we have been unable to resolve your complaint within 14 business days, we will inform you of the reason for the delay and specify a date when we will be able to finalise your complaint.
  • If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 14 business day finalisation commitment.  In such circumstances, upon receipt of your clarification or additional documentation, we will indicate to you when we expect to be able to finalise your complaint.
  • If we assess that your conduct throughout the complaint process is unreasonable (for example, unreasonable persistence, demands, arguments, behaviour and lack of cooperation), we will continue to address your complaint, however we reserve the right to put in place appropriate strategies for managing such conduct fairly, ethically and reasonably.
  • Once we have finalised your complaint, we will advise you of our findings and any action we have taken.  We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.  Unless we hear from you, we will also contact you to ascertain if you are satisfied with our response.
  • If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you can escalate your complaint to the Managing Director or an appropriate external agency.
  • You have the right to make enquiries about the current status of your complaint at any time by contacting us.

Complaining about a staff member

  • If you complain about a member of our staff, we will treat your complaint confidentially and impartially.  We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
  • We will also treat our staff member objectively by:
    • Informing them of any complaint about their performance
    • Providing them with an opportunity to explain the circumstances
    • Providing them with appropriate support, including additional training if required
    • Updating them on the complaint investigation and the result

Our six point complaint process

  1. We acknowledge

    Within three business days of receiving your complaint we will acknowledge receipt of your complaint.

  2. We review

    We undertake an initial review of your complaint and determine if any additional information or documentation may be required to complete an investigation.  We may need to contact you to clarify details or request additional information.

  3. We investigate

    Within 14 business days of receiving your complaint, we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating your complaint.

  4. We respond

    Following our investigation, we will notify you of our findings and any actions we may have taken, in regard to your complaint.  We will also follow up with you to ascertain if you are satisfied with our response.

  5. We take action

    Where appropriate, we amend our staff training, business practices or policies.

  6. We record

We will record your complaint for continuous improvement, and your personal information will be recorded in accordance with relevant privacy legislation.

Conditions of use policy


Personal information

Collecting personal information

The National Centre for Vocational Education Research Limited (NCVER) collects and manages personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles described in the Privacy Amendment (Enhancing Privacy Protection) Act 2012.

Privacy Policy

Please refer to NCVER’s Privacy Policy for details on how NCVER collects, manages, uses, discloses, protects, and disposes of personal information.

Privacy contact

For all privacy related enquiries, please contact: NCVER Privacy Officer, E. privacy@ncver.edu.au, P.08 8230 8400, NCVER, Level 5, 60 Light Square, ADELAIDE, SA 5000.

Accessing and correcting personal information, and lodging a complaint

Please refer to our Privacy Policy for details on how to access and seek correction of your personal information, and how to lodge a complaint should you have any concerns with the way NCVER manages your personal information. The policy indicates how NCVER will respond to your request and how long it may take.

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What we record

System information and analytics

The web servers for the NCVER Portal, LSAY, AVETMISS Validation Software, and VOCEDplus websites automatically log information such as server address, date and time of visit and web pages accessed. No personal information is recorded. These logs are used for website management and improvement.

Where there are links on NCVER’s websites to third party websites, NCVER cannot guarantee the privacy of those sites and is not responsible for the privacy practices of the linked websites. Any concerns regarding the privacy policies of linked websites should be directed to those websites.

Google Analytics, Hotjar, clickstream data and cookies

NCVER uses Google Analytics for improving its Portal, LSAY, AVETMISS Validation Software and VOCEDplus websites. The Portal and LSAY websites are also ‘Hotjar enabled’. By accessing and navigating these websites, end users consent to the processing of the data collected by Google and Hotjar analytics in the manner and for the purposes set out below.

Google Analytics

Google Analytics is a web analytics service provided by Google Inc. User activity data are captured using Javascript tracking code. The code retrieves information on the user’s HTTP request, including geographic location (derived from the IP address which is not recorded), language, browser-type and first-party cookies on the user’s browser. These data, none of which can identify an individual, are then sent to Google Analytics servers (USA) in the form of parameters in a GIF file for processing into anonymous reports. Google may transfer this information to third parties that process information on Google’s behalf, or where required by law. NCVER uses the reports to improve its websites, improve the content of its websites, and to promote NCVER’s publications and VET data products according to user interests and preferences.

End users may opt-out of Google Analytics by disabling or refusing cookies, disabling JavaScript, or using the Google Analytics Opt-Out Tool provided by Google. For more information on the safeguards used for Google Analytics, including Google’s privacy policy, see Google Analytics Safeguards and Privacy Policy.

Hotjar

Hotjar is also a web analytics service and is provided by Hotjar Ltd located in Malta. A Hotjar enabled website tracks end-user website activities and data such as IP addresses, device type, country location, referring URL and domain, and cookies to collect information such as standard internet log information. This information is transmitted to Hotjar servers located in Ireland and is subject to the European Union Data Protection Directive which regulates the processing of personal data within the European Union.

By ‘Hotjar enabling’ the Portal and LSAY website, NCVER can enhance end-user experience by improving functionality, identifying preferences, diagnosing technical problems, and analysing trends.

By default, information will be collected by Hotjar when you use NCVER’s Portal and the LSAY website. You may opt-out by disabling/refusing cookies, or using Hotjar’s opt-out tool at https://www.hotjar.com/opt-out. For more information, see Hotjar’s Privacy Policy https://www.hotjar.com/privacy.

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Information security

Our internet and internal network and databases are protected from unauthorised access using current technologies. You should be aware, however, that there are inherent risks associated with the transmission of information across the internet and NCVER takes no responsibility for any damage or loss that may be suffered arising out of or in relation to the transmission of any individual’s information across the internet. For those who do not wish to send their personal information via an electronic form, please print the form and send by post.

Please refer to our Privacy Policy for more information on how NCVER protects personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure.

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Twitter

Twitter is a free social networking and micro-blogging service that enables its users to send and read messages. Under Twitter rules, spamming is not allowed. NCVER reserves the right to block anyone we think is spamming us. For Twitter terms of service refer to http://twitter.com/tos.

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Links to our sites

You may link from your site to our sites, provided that it is clearly indicated on your site that the content being accessed is the property of NCVER.

Links to other sites

Links are provided on NCVER Portal to other websites for the convenience of users. Their inclusion does not in any way imply endorsement by NCVER. These other sites will have their own privacy policies and may collect or solicit personal information. NCVER policies and procedures do not apply to any external links.

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General

Copyright in this Portal is owned or licensed by NCVER. Users should also refer to individual content pages, file formats and works regarding any specific license terms, such as Creative Commons.

NCVER copyright

Information including sound recordings and videos published from August 2010 onwards copyrighted to NCVER will be provided under a Creative Commons Attribution 3.0 Australia http://creativecommons.org/licenses/by/3.0/au license, and is represented by the symbol:

Creative Commons logo

The Creative Commons license conditions do not apply to all logos, graphic design, artwork and photographs. Requests and enquiries concerning reproduction and rights should be directed to NCVER.

Commonwealth copyright

From September 2011 data and materials including sound recordings and videos created by NCVER on behalf of the Commonwealth Government will be provided under a Creative Commons Attribution 3.0 Australia http://creativecommons.org/licenses/by/3.0/au license.

The Creative Commons license conditions do not apply to all logos, graphic design, artwork and photographs. Requests and enquiries concerning reproduction and rights should be directed to NCVER.

NCVER cannot and does not grant any permission or authority in respect of the copyright in the materials appearing at third party internet sites including those where people may create or post user-generated content.

NCVER undertakes to maintain the information on our Portal and websites for as long as is reasonable and possible, but gives no guarantee of enduring access.

Copyright enquiries

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Disclaimer

NCVER provides the information contained in its Portal solely as a resource for its users without any form of assurance. While NCVER tries to provide high quality content, it does not guarantee the accuracy, reliability, appropriateness for use or timeliness of this information.

Visitors to this website should not act or refrain from acting on the basis of any of the material on this website without first conducting their own investigations and seeking professional advice specific to their own situation if necessary.

The Internet is not a secure medium and communications to and from this website may be intercepted or altered in transit. NCVER do not warrant that its website is free from anything which may damage any computer which accesses the website or data on such computer.

To the maximum extent permitted by law, NCVER will not provide any refund or other remedy to any user who purchases any product listed on NCVER’s website.

NCVER disclaims to the extent permitted by law, all liability (including negligence) for all claims losses expenses damages and costs the user may incur as a result of or associated with the use of information on this site, or for damage to the user’s website and system or to people linking to NCVER from the user’s website(s) caused by or in relation to NCVER’s website or for any reason whatsoever.

Any links to any other web sites are inserted for convenience only and do not constitute endorsement of material at those sites, or of any organisation, product or service associated with those sites.

Notwithstanding the above, in the event that NCVER’s liability cannot be excluded by law, NCVER’s liability to the user (and any party claiming through the user) for any claim for loss or damages made in connection with the use of or purchase from NCVER’s website or for damages to the user or another person’s website or systems or for anything else whatsoever, whether in contract, tort (including negligence), under statute, in equity or otherwise shall be strictly limited as follows:

  • for any liability arising from goods supplied by NCVER not meeting the specification or which are said to be otherwise defective or deficient, NCVER’s liability is limited to the cost of replacement of the goods, or the repair of those goods, or the repayment of the invoice price of those goods or payment of the cost of having the relevant goods provided (at the option of NCVER);
  • for any liability arising from services supplied by NCVER not meeting the scope or which are said to be otherwise defective or deficient, NCVER’s liability is limited to the provision of the services again or payment of the cost of having the relevant services provided (at the option of NCVER); and
  • for any liability that does not fall within the scope of the above, NCVER’s liability for any loss or damage arising from or caused in any way by NCVER, the goods or services it supplies or this website, is excluded.

NCVER shall not be liable for any indirect, special or consequential loss or damage of any nature whatsoever resulting from or caused in any way by the goods or services it supplies (including negligence of NCVER), where “indirect, special or consequential loss or damage” includes: any loss of income, profit, production, contract, customers, business opportunity or business; any loss of goodwill or reputation; any loss of value of intellectual property; any loss or damage resulting from the loss or damage to goods or services other than those supplied by NCVER.

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Copyright policy


General

Copyright in this Portal is owned or licensed by NCVER. Users should also refer to individual content pages, file formats and works regarding any specific license terms, such as Creative Commons.


NCVER copyright

Information including sound recordings and videos published from August 2010 onwards copyrighted to NCVER will be provided under a Creative Commons Attribution 3.0 Australia http://creativecommons.org/licenses/by/3.0/au license, and is represented by the symbol:

Creative Commons logo

The Creative Commons license conditions do not apply to all logos, graphic design, artwork and photographs. Requests and enquiries concerning reproduction and rights should be directed to NCVER.


Commonwealth copyright

From September 2011 data and materials including sound recordings and videos created by NCVER on behalf of the Commonwealth Government will be provided under a Creative Commons Attribution 3.0 Australia http://creativecommons.org/licenses/by/3.0/au license.

The Creative Commons license conditions do not apply to all logos, graphic design, artwork and photographs. Requests and enquiries concerning reproduction and rights should be directed to NCVER.

NCVER cannot and does not grant any permission or authority in respect of the copyright in the materials appearing at third party internet sites including those where people may create or post user-generated content.

NCVER undertakes to maintain the information on our Portal and websites for as long as is reasonable and possible, but gives no guarantee of enduring access.

Copyright enquiries

Customer service charter

REVISION DATES: Created January 2015; Last revised May 2020

NCVER prides itself in being customer focused and outward looking. Our customer service charter sets out NCVER’s commitment to its customers and outlines the standard of service that they can expect in their dealings with our organisation through NCVER’s Client Support team.

We show and expect respect from each other, our clients, Members and stakeholders, and are committed to providing excellent customer service across the organisation.

General enquiries

  • Our Client support team will provide a telephone and email service to assist callers, Monday to Friday, between the hours of 8.45am and 5.00pm (Adelaide time).
  • All calls to NCVER on 08 8230 8400 or 1800 649 452 will be received centrally and callers will be directed to the most appropriate available staff member during business hours.
  • Our staff will respond to all enquiries via phone (where a voice message has been left), contact form or email within two business days.

NCVER Portal

NCVER’s portal will be available 24 hours a day, seven days a week, subject to events outside of NCVER’s control or for scheduled maintenance. NCVER will advise customers via the outages page when the portal is unavailable.

Contacting us

  • For assistance in meeting VET data reporting obligations, a contact form is available from the NCVER portal or you can email our Client Support team at support@ncver.edu.au.
  • See our portal for contact details or call us on 08 8230 8400 (or toll free 1800 649 452).

Feedback

We are constantly looking to improve our products and services, and value your feedback. We are interested in receiving constructive feedback from our clients, both positive and negative about any aspect of our service.

  • If you would like to send us feedback or have any complaints about our services please submit these via our Feedback Form.
  • If you have an outstanding issue which has not been resolved to your satisfaction, you can escalate this by emailing us at support@ncver.edu.au and outlining the problem. All emails to this address are monitored by a Senior Client Support Officer who will take the necessary steps to ensure issues are promptly addressed and resolved by the appropriate staff member.
  • If your concerns are of a more complex nature we will keep you informed as to the progress being made and provide an estimated timeframe for resolution.

Privacy

NCVER complies with the Australian Privacy Principles. Further details are available on our portal at NCVER Privacy Policy.

Personal contact information is collected directly from individuals who request assistance from the Client Support team, and handled in accordance with the NCVER privacy policy.

Data access and charging policy

REVISION DATES: Created May 2008; Last revised August 2021


Purpose

This policy outlines the principles behind accessing and charging for NCVER data, or library knowledge and information services.

Scope and Applicability

NCVER provides statistical and library knowledge and information services to a range of internal and external users for the purposes of research.

The policy applies to all routine requests by organisations or individuals for data, information, or knowledge services that draw a charge.

Objectives

To set out the principles for accessing and charging for NCVER statistical data and library knowledge and information services.

Definitions and abbreviations

A data, knowledge or information query is a specific request for information from any of our databases that requires manual manipulation by an officer of the NCVER.

Policy provisions

There are two broad principles governing access to data and library information.

The first pertains to data protection. Access to NCVER data holdings is governed by the National VET Data Policy.

The second principle is that users will be charged the marginal cost of providing the data or library information. The implication of this principle is that users are not charged for the infrastructure provided under the statistical services and research contracts but are charged for labour and materials for the provision of data or library information. The fees are applicable to information that is over and above what is freely available on the NCVER website.

The procedure and charge-out rate for access to NCVER statistical data and library information services is spelt out in the NCVER Data and Information Access and Charging Procedure.

Special note

NCVER's Data Access and Charging Procedure is an internal document. As per the charging guide detailed in the procedure, an obligation free quote will be provided upon application dependent upon the complexity of the task and anticipated duration of the work.

Data quality policy

REVISION DATES: Policy created July 2006; Last revised April 2018

Background

As the national agency for Australian vocational education and training statistics, NCVER strives to ensure the accuracy, quality, integrity and confidence of its published statistics.

Aim

To promote public confidence in its published statistics.

Policy

NCVER has put stringent quality assurance procedures in place to assure the integrity of data in the national VET administrative collections and surveys. These comprise the following elements:

Setting statistical standards

NCVER oversees the Australian VET Management Information Statistical Standard (AVETMISS) which ensures the consistent and accurate capture and reporting of VET information about students, providers, courses and training outcomes.

Data validation

NCVER provides a free online data validation tool AVETMISS Validation Software (AVS) for RTOs to validate their data before submission and to satisfy the AVETMISS requirements.

Data quality checks

NCVER encourages data submitters to take responsibility for providing high quality data. To enable State Training Authorities and Board of Studies to assess their own data quality prior to submission, NCVER provides data quality checks and reports for these stakeholders in AVS.

Management of fieldwork contractors

NCVER follows sound principles of practice in selecting and managing fieldwork contractors to collect survey data. This includes a panel to select the fieldwork contractor based on merit.

Resolution of data queries

NCVER thoroughly checks data before using it for any output. We also raise any queries directly with data submitters, document any revisions made, and can replicate these changes if required.

Automation of data output

NCVER produces its regular statistical output and most data requests without having to manually manipulate data. This process reduces the possibility of human error. We have developed carefully checked software code and data cubes to provide these services.

Cross-checking of data output before release

NCVER cross-checks all data before it is published. A person other than the originator of the data always cross-checks the output and signs it off as appropriate. Where possible, we also cross-check data using different means from those used to generate it initially.

Documentation of sources, concepts and caveats

  • NCVER gives information in all publications on how the data were collected and what they cover, defining key terms and noting any issues.
  • NCVER staff and users are encouraged to report errors in published statistics if they do occur. We then correct the public record as soon as possible and review our quality assurance procedures to prevent the error recurring. Specifically, we undertake the following measures:
    • revise any products on the NCVER portal and clearly indicate where products have been changed
    • advise relevant stakeholders and, where necessary, issue a media release to correct the public record
    • report to the NCVER board
    • institute an internal review to identify how the error occurred, and refine our quality assurance arrangements as necessary.

Data resubmission policy

REVISION DATES: Policy created June 2013; Last revised July 2019

Background

1. Data quality is an important element of NCVER’s role as the custodian of the national VET administrative collections and surveys. NCVER’s success is measured by the comprehensiveness and quality of its statistical collections, and on the quality and relevance of its research and data.

2. NCVER aims for high quality data to maintain its reputation, but the window of opportunity for data quality checking are relatively short and resubmissions cannot always be avoided.

3. With the move to collecting ‘total VET activity’, there will be more data submitted to NCVER, which could potentially increase the number of resubmissions. To manage the increased number of data submissions (and resubmissions), it will be the responsibility of the data submitters to review the quality of their data prior to submitting data via NCVER’s AVETMISS Validation Software (AVS).

4. This policy does not cover changes to data for the USI transcript service which was activated in May 2017. Any changes required to the transcript service can be facilitated via the USI transcript update tool or through regular AVETMISS reporting.

Aim

5. The purpose of this policy is to outline NCVER’s approach to dealing with data resubmissions.

Policy

6. NCVER will accept data resubmission after the close-off date in some circumstances; however, we will undertake an informed assessment on a case-by-case basis of the consequences of this on our key collections, surveys and products.

7. The frequency of data and publication updates needs to be limited to align with data submission cycles, with the following exception:

  • If the data revisions are assessed as having material impact on statistical outputs and products, NCVER will negotiate with the data submitter on a cost-recovery basis to update and re-issue publications, products and services affected by the revisions. Details of a data discrepancy must be provided in writing to NCVER. NCVER reserves the right to verify the discrepancy and to advise on the course of action.

8. This policy applies to data in all national VET administrative collections including: the National VET Provider Collection, the National Apprentice and Trainee Collection, the National VET Funding Collection, and the National VET in Schools Collection. Sampling for the National Student Outcomes Survey may be implicated by resubmissions to the National VET Provider Collection.

NCVER privacy policy

REVISION DATES: Policy created 27/2/2014; Last revised December 2020

Purpose

This policy explains how National Centre for Vocational Education Research Limited (NCVER) staff and contractors manage your personal information.

NCVER is committed to managing personal information in an open and transparent way. Our Privacy Policy explains how the NCVER complies with:

We only collect the information we need to do our work. We regularly review our processes to make sure the information we collect is protected in the best possible ways.

Other privacy information

We also have privacy notices that explain how we will handle personal information for specific projects:

Personal information we collect and hold

Types of personal information we collect and hold

We collect personal information to produce statistics, undertake research, and to help manage and operate our business.

If you are a VET student, we may collect and hold the following types of personal information about you:

  • name, address and contact details (e.g. telephone number and email address)
  • personal identifiers (e.g. government related identifiers)
  • demographics (e.g. age, gender)
  • country of birth, main language spoken at home, Indigenous status, disability status (including types of disability)
  • personal characteristics and personal opinions (e.g. date of birth, country of birth, language spoken at home, Indigenous status, disability status (including types of disability), employment information, and income
  • education information (e.g. training enrolment and result details)

If you otherwise engage with us (for example, as a researcher, employee in the VET sector and so on) we may collect and hold the following types of personal information about you:

  • name, organisation, position, address and contact details (e.g. telephone number and email address)
  • dietary requirement for events and biographical information for keynote speakers
  • information received as part of a recruitment process if you apply for a position with us (e.g. resumes and referee reports)
  • audio and video recordings of you (as part of testing or your involvement in research, and with your consent).

How we collect and hold personal information

We may collect personal information about you directly from you (either when we approach you or when you contact us) as well as indirectly from third parties, such as from other government agencies and data custodians that make their data available to us.

We may collect your personal information directly from you:

  • using surveys
  • when you contact us
  • when you sign up to our subscription services
  • if you work for a registered training organisation and ask for our help with data submissions
  • if you request data or other information from us
  • if you take part in our research projects
  • when you apply for a position with us.

If you are a student, we may also collect your personal information from other organisations, such as:

  • from your training provider
  • from administrative data sources (e.g. from data collected by state/territory training authorities and Boards of Studies).

We sometimes use third-party providers to help us collect statistics and undertake research on our behalf. These third-party providers are legally bound to meet privacy standards and our expectations. They will also have their own privacy policies, processes and security protections that we review to ensure their approach to privacy reflects our own.

We separate identifiable information, such as names and addresses, from other information as soon as possible.  We store this information securely and separately so that our analysts cannot view your name or address with your other information (e.g. age, gender, training activity, level of education or employment status).

Keeping your personal information safe

We take the security of your personal information seriously and take active steps to protect personal information and data from cybercrime, interference, misuse, modification, and unauthorised access or disclosure.

Our information security management system aligns with the requirements of ISO 27001 (Information Security Management System) and ICT systems security recommendations published by the Australian Signals Directorate.

Generally, NCVER retains personal information for as long as it is required for its business activities, and for as long as we are legally required to retain the information. When personal information is no longer necessary for the business activity it was collected for, and it is legal to do so, NCVER destroys or takes reasonable steps to de-identify the information.

We assess the impact of our activities on your individual privacy by conducting Privacy Impact Assessments, which help us design new processes, manage change, and keep your information safe.

How we use your personal information

We only use your personal information for the purposes for which it was given to us.

If you are a VET student, we may use your personal information:

  • To produce statistics and research relating to education.  This may involve combining your information with other sources of data to help policy makers and researchers gain a better understanding VET sector dynamics and performance, support critical policy and other decision making, and shed light on evolving VET sector priorities. This is known as data integration
  • To understand how the VET market operates
  • To invite you to participate in a survey.

If you otherwise engage with us (for example, as a researcher, employee in the VET sector and so on) we may use your personal information:

  • To provide you with information or services you have requested from us
  • In our recruitment processes
  • For consulting with you on our products and services.

Disclosure of your personal information

If we disclose personal information, we do so only as permitted by the NVETR Act, the Privacy Act, and other relevant legal requirements, such as the National VET Data Policy.

We may disclose your personal information where:

  • You have agreed
  • You would reasonably expect, or have been told, that we may disclose information in a particular circumstance or to a particular person or organisation
  • It is required or authorised by law.

The NVETR Act authorises us to disclose information to any of the following bodies for the purposes of that body:

  • the Australian Government Department of Education, Skills and Employment
  • another Commonwealth authority
  • a State or Territory authority (other than a registered training organisation) that deals with, or has responsibility for, matters relating to vocational education and training
  • a VET Regulator.

Further to this, the National VET Data Policy authorises us to share personal information for:

(a) populating authenticated VET transcripts

(b) administering VET, including program administration, regulation, monitoring and evaluation

(c) facilitating statistics and research relating to education, including surveys and data linkage

(d) understanding how the VET market operates, for policy, workforce planning and consumer information.

The NCVER does not intend to disclose your personal information to any overseas recipients.

Our websites

When you browse our websites (ncver.edu.au, lsay.edu.au, vocedplus.edu.au, https://avs.ncver.edu.au), we collect the following information about your visit:

  • your server or IP address (the name or number that uniquely identifies the computer you are using to connect to the internet)
  • date and time of your visit
  • web pages you accessed.

No personal information is recorded.

We use this information to manage and improve our websites, products and services.

Where there are links on our websites to third party websites, we cannot guarantee the privacy of those sites and are not responsible for the privacy practices of the linked websites.

Web analytic and survey services

Our websites use Google Analytics, Facebook Pixel, Mailchimp, and Hotjar, web analytic services provided by Google Inc, Facebook and Mailchimp (United States) and Hotjar Ltd (Malta). Information about your use of our websites (including your IP address) is transmitted and stored on servers (Google, Facebook and Mailchimp - United States and Hotjar – Malta).  Google, Facebook, Mailchimp and Hotjar use this information to compile reports on website activity for us and to provide other services relating to website activity and internet usage. These services have their own privacy policies, which you can access on their websites.

We occasionally use SurveyMonkey for research or for gathering views from users of our products and services. When you enter information for a survey conducted by NCVER using SurveyMonkey, your responses are stored on servers (United States). This service has its own privacy policy, which you can access from their website.

Social networking services

We use social networking services such as Facebook, Twitter, LinkedIn, Instagram and YouTube to communicate with the public about our work. When you communicate with us using these services, we may collect your personal information to communicate with you and the public.

The social networking service will also handle your personal information for its own purposes. These services have their own privacy policies. You can access the privacy policies for these services on their websites.

Anonymity and Pseudonymity

Where possible, we allow individuals to interact with us anonymously or pseudonymously. Examples of situations where it is not possible to offer anonymity include servicing data requests, resolving client support service requests, registrations for events, document delivery requests and HR management.

Access to and correction of personal information

You can ask to access, and correct, personal information we hold about you at any time. Just contact us using the details below. If you would like to correct your information, in the first instance, please contact your registered training organisation (RTO).

Contact us

For all privacy related enquiries, or to request a pdf copy of this policy, please contact our Privacy Officer:

  • By telephoning (08) 8230 8414, on Monday to Friday, between the hours of 9.00am and 5.00pm (Adelaide time)
  • By completing our online Feedback form
  • By emailing us at privacy@ncver.edu.au
  • By writing to us at Privacy Officer, NCVER, PO Box 8288, Station Arcade, SA, 5000.

To make a privacy complaint, please refer to our Complaints Policy at: https://www.ncver.edu.au/complaints-policy

Social media guidelines

The use of social media supports NCVER’s efforts to make its information more accessible. NCVER has corporate social media accounts with Twitter, LinkedIn, YouTube and Facebook.

NCVER also manages Facebook and YouTube accounts for the Longitudinal Surveys of Australian Youth.

NCVER reads all social media replies, mentions and direct messages, and ensures that any emerging themes or helpful suggestions are addressed. Where NCVER is not able to reply individually to messages received via social media, and where common topics and requests exist, NCVER may issue a general notification to all parties.

We may use some automation tools (which generate tweets from RSS feeds) to ensure the information posted is timely.

Social media networks may occasionally be unavailable, and NCVER accepts no responsibility for lack of service due to downtime.

Content and use

NCVER monitors its social media accounts during office hours: 8.45am - 5.00pm ACST/ACDT, Monday to Friday.

NCVER will take action to remove offensive or abusive comments.  If a question or comment requires a response, the question will be acknowledged and responded to online or offline depending on the nature of the query.

We encourage open conversation and ask you to respect our community members by following a few simple guidelines:

  • Please be respectful of other users and their opinions. Do not harass, abuse, threaten or make personal attacks against others.
  • Please do not engage with us with inappropriate, inflammatory, offensive, repetitive, or unlawful comments.
  • Do not spam us by tweeting regular requests, offers or appeals, or by posting anything else that could be considered spam.
  • Do not disclose any personal or sensitive information about yourself or others.
  • Do not disclose any confidential information, or infringe the intellectual property rights of others.

As a guide, content will be removed that is:

  • abusive, offensive in nature or contains offensive language
  • bullying, harassing, defaming or giving offence to other people
  • contains personal and/or cultural attacks or insults
  • promotes hate of any kind
  • potentially libellous or defamatory comments
  • off-topic or spam
  • plagiarised material
  • commercial content
  • unauthorised copyright material.

NCVER will reserve the right to moderate comments in social media as it sees appropriate.

Privacy

All content posted to NCVER’s social media pages becomes public information and is governed by the policies of the social media platforms. For further information please refer to: