Program Policies and Procedures

Enrolment and Fees and Charges Policy

KNLC has a $5 annual membership fee payable on enrolment. The membership is not pro rate and is
expected to be paid by all individuals who undertake a course or activity at the Centre.

Course and class fees are outlined in the various ACFE. HACC and fee for service manuals and
enrolment forms. An administration fee of 20% is charged where a participant withdraws from a course
within 7 days of its commencement. Where KNLC cancels a program, course or activity a full refund will
be given.

Activities and courses under KNLC Inclusive Communities Program do not attract fees for participants.


Environmental Policy

KNLC commits itself to minimising its impact on our environment through

  • Providing a safe and healthful workplace
  • Creating an environmentally aware culture where responsibility is assigned and understood
  • Being an environmentally responsible neighbour in our community
  • Conserving natural resources by reusing and recycling
  • Using in our own operations processes that do not adversely affect the environment
  • Ensuring the responsible use of energy throughout the organisation
  • Participating in efforts to improve environmental protection and understanding
  • Using our own professional expertise where possible to assist in the development of solutions to
    environmental problems.
  • Striving to improve our environmental performance continually
  • Conducting rigorous audits, evaluations, and self-assessments of the implementation of this policy
  • Working with suppliers who promote sound environmental practices
  • Enhancing awareness among our staff, volunteers, and users – educating and motivating them to act in an environmentally responsible manner.


KNLC will:

  • Develop clear guidelines for staff, volunteers and users to adept sound environmental work practices,
    and adequate training will be provided to ensure these practices are carried out.
  • Act promptly and responsibly to correct incidents or conditions that endanger health, safety, or the
    environment. It will report any such incidents to the relevant authorities promptly and inform affected
    parties as appropriate.
  • Reuse and recycle materials, where practicable purchase recycled materials, and use recyclable
    packaging and other materials.
  • Ensure that its services and products are safe, efficient in their use of energy, protective of the
    environment, and able to be reused, recycled or disposed of safely.
  • Minimise materials and energy use, prevent air, water, and other pollution, and dispose of waste safely
    and responsibly.
  • Conserve energy by improving energy efficiency and giving preference to renewable over non-
    renewable energy sources when feasible.
  • In order to continually improve its environmental management system KNLC will conduct rigorous
    audits and self—assessments of its compliance with this policy, measure its progress against its
    environmental goals, and report its success periodically in its annual reports and elsewhere.
  • Maintain an open and honest dialogue with staff, volunteers and the public about the environmental,
    health and safety performance of our operations and services.
  • Ensure that every staff member and every contractor is informed of and expected to follow this policy
    and to report any environmental, health, or safety concern to management so that prompt action may
    be taken.
  • Encourage City of Boroondara to develop/install energy and water saving devices in the building.


Participant Complaint and Dispute Resolution

This process deals with any complaints that arise for participants while attending programs at KNLC. It is
expected that most issues will be resolved thr0ugh discussion and conciliation. If however a complaint is
found to be substantiated KNLC will act in an appropriate way.‘

This process must respect the rights of all involved and be dealt with in a professional and confidential
manner. It is the responsibility of the Manager or Group Coordinator to document the process and to
ensure that it remains confidential and that the rights of all parties are respected.


If a learner has any issues and concerns about the course/program or our customer service:

  • They should first discuss their concern or issue with their Teacher/Coordinator. If a solution cannot be reached the matter should be referred to the Executive Manager.
  • If after discussion the Executive Manager is unable to solve the problem, the complaint should be put
    in writing and sent to the KNLC Board of Management who must act on the complaint. Both parties
    have the right to address the Board.
  • A written statement of the appeals outcome will be given to the learner, including reasons for the
    decision and any action to be taken by KNLC on a substantiated complaint. The Complaint Statement
    and Action Report Form available from the main office will be used to record the process.
  • If the grievance still exists the matter may be referred to an appropriate body for mediation,
    conciliation, and arbitration. e.g. funding body of specific program area. The result of this step will be
    accepted by the parties as ending the matter.



KNLC is bound by Victorian Privacy Laws, the Information Privacy Act 2000, as well as other laws such as
the Health Records Act 2001 which impose specific obligations when it comes to handling information.
The organisation has adopted the respective Privacy Principles contained in the Victorian Privacy Laws as
minimum standards in relation to handling personal information.

In broad terms this means that we:

  • Collect only information which the organisation requires for its primary function;
  • Ensure that stakeholders are informed as to why we collect the information and how we administer the information gathered;
  • Use and disclose personal information only for our primary functions or a directly related purpose, or
    for another purpose with the person’s consent;
  • Store personal information securely, protecting it from unauthorised access; and
  • Provide stakeholders with access to their own information, and the right to seek its correction.


KNLC will adhere to the Procedures outlined below.


KNLC will:

  • only collect personal information that is necessary for the requirements of our funding bodies
    notify stakeholders about why we collect the information and how it is administered.
  • notify stakeholders that this information is accessible to them.

Use and Disclosure

KNLC will:

  • only use or disclose information as required by our funding bodies.
  • for other uses we will obtain consent from the affected person.

Data Quality

KNLC will:

  • take reasonable steps to ensure the information we collect is accurate, complete, up-to-date, and
    relevant to the functions we perform.

Data Security and Retention

KNLC will:

  • safeguard the personal information we collect and store against misuse, loss, unauthorized access,
    modification or disclosure.


KNLC will:

  • ensure stakeholders are aware of KNLC’s Privacy Policy and its purposes.
  • make this information freely available in written form for anyone who requests it.

Access and Correction

KNLC will:

  • ensure individuals have a right to seek access to information held about them and to correct it if it is
    inaccurate, incomplete, misleading or not up—to—date.


KNLC will:

  • give stakeholders the option of remaining anonymous when completing evaluation forms or opinion

Making information available to other service providers

KNLC can:

  • only release personal information about a person with that person’s expressed permission. For
    personal information to be released, the person concerned must sign a release form;
  • release information to third parties where it is requested by the person concerned.

Sensitive information

KNLC will:

  • only collect sensitive information (as defined in the legislation) about an individual where the collection is necessary to prevent or lessen serious or imminent threat to life or health of any individual


Room Hire

Kew Neighbourhood Learning Centre is committed to ensuring this facility is available to the local
community in a way that increases services to all our local community and strengthens links between
groups. Funds raised through room hire will contribute to the ongoing operation of the centre. Any surplus
funds will be used to enhance KNLC activities. A separate application for Room Hire outlines in details
conditions of use.

Phone: 03 9853 3126
2-12 Derby St
Kew VIC 3101