Role of Agency & Tutor
The Agency handles placement of tutors, issuing of vouchers, reporting and employment matters along with policies, insurance and taxation issues.
The tutor is responsible for managing the scheduling and content of the tutoring sessions in consultation with the client. The tutor must also maintain communication and information flow with the client and the Agency. Any discussion regarding policies, pricing or vouchers is to be directed to the Agency.
Tutors are employed by ACT Home Tutoring Agency and as such are protected by Workers Compensation provisions, Public Liability Insurance and Occupational Health and Safety Laws.
Selecting a Tutor
When you first contact us, you will have the opportunity to provide us with the details of your exact tutoring requirements. We endeavour to facilitate your individual needs and provide you with a suitable tutor who will work with the student at a time that is negotiated between you.
Qualifications & Safety Reassurance
You may ask your tutor to produce a number of documents for your inspection, including evidence of their level of education and qualifications. All new tutors undergo a Police Check and where appropriate, are subject to security inspections by Australian and Overseas Agencies .
Customer Service & Satisfaction
Based on discussion with the tutor in early sessions with client and student, decisions will be made regarding the ongoing work with the student. It is vital that the tutor is given information to assist in analysing the needs of the student, personal goals and interests and blocks to learning that may need to be addressed. This analysis of individual needs is an ongoing process that the tutor will be involved in. Please provide the tutor with as much information as you have to assist them. Tutors are expected to be flexible in their approach and be aware of different learning styles.
If you are not satisfied with the performance of a tutor please advise the tutor of the issue that concerns you. It may be that a simple discussion is all that is needed to clarify expectations and remedy the situation.
If such attempts at communication are unsuccessful, not appropriate, or your dissatisfaction continues, please contact the Agency directly. We will then look at the nature of the problem and endeavour to provide a remedy. The Agency will replace a tutor at the request of the client.
Length and Frequency of Tuition
The Agency aims to be flexible with length and frequency of tutoring sessions. Most commonly a session runs for one hour but may also be of shorter or longer duration by agreement. The hourly rate will be adjusted pro rata. The specific scheduling of tutoring sessions is negotiated with the tutor.
Location of Tuition
As our name suggests, our tutors work with the student in the comfort of their own home. If you would prefer that tuition take place at another location please let us know and we will be happy to facilitate this.
The Tutoring Environment
The Agency is a responsible employer and supports the work of the tutors with applicable insurances and an Occupational Health and Safety program. Tutors are responsible for assessing that the location for tutoring is suitable for tutoring and consistent with Occupational Health and Safety requirements.
Reporting
The tutor maintains a record book. This is used to record start and finish times and the voucher number. The tutor will include notes on agreements made regarding scheduling, goals, content of sessions and work done outside scheduled sessions. You will be asked to sign the book as evidence that the tutoring session was completed and that you are aware and have agreed to changes or enhancements to the program. You will be given a copy of the tutoring record for each session.
Voucher System
ACT Home Tutoring Agency operates on a voucher system. A voucher represents a set time for tutoring. You may purchase any number of vouchers at a time. Vouchers are valid for 12 full calendar months following the date of purchase. The Agency does not charge booking or ongoing fees. The tutor is given a voucher for each claimable session and sends a payment claim to the Agency each month.
Chargeable Hours
Chargeable Hours are scheduled tutoring sessions and any work completed by the tutor that relates to the work done with the student. This includes preparation, research of topics that the tutor would not reasonably be expected to know and review of work that the student has done. Work that the tutor does outside scheduled sessions is done to ensure the contact time with the student in the session is focussed and effective.
Clients may not be charged for work outside tutoring sessions unless the tutor has advised them of the nature and the reason for the work and they have agreed prior to the work being undertaken.
Tutors are entitled to limit the work they do to scheduled sessions if the client is unwilling to pay for additional time. Tutors may also claim overtime when the additional time as evidenced by start and finish times recorded in the tutor’s record book have accumulated to the full value of a voucher.
Rescheduling &Cancellations
The tutor is expected to give you a minimum of 24 hours notice to cancel or reschedule a tutoring session. You are also expected to give the tutor a minimum of 24 hours notice prior to any change in the tutoring schedule. Ideally notice should be given at a session if the schedule for the next session needs to change. Payment in the form of a voucher will be required if the tutor is not given 24 hours notice. Exception to this requirement may be given in the case of sudden illness. Tutoring services may be withdrawn if the tutor is repeatedly advised at short notice of a change to the agreed schedule.
If a tutor arrives for a scheduled session and the student is not present and prepared for the session, the tutor is entitled to payment for the session.
Ongoing communication
There are a number of formal feedback procedures in place. The Agency will call you after your first session to confirm that the arrangement has been made and meets your expectations.
You will receive a Re-order/Feedback form with each batch of vouchers. This form may be returned in the Reply Paid envelope provided or handed to the tutor to return at the end of the month. You may also be contacted from time to time to confirm that you are happy with the tutoring arrangement.
You are also invited and welcome to contact the Agency at any time to give any feedback, ask questions or make suggestions relating to ongoing tutoring. Please feel free to phone, write or email.
Privacy Policy
ACT Home Tutoring Agency collects personal information for the purpose of matching a tutor to a student and to facilitate the service the Agency provides. Your details will not be given to anyone other than your tutor. To ensure we have your details correct and have sufficient information to maintain and improve our service, the tutor will complete a registration card with you and confirm that you are aware of the policies and procedures the Agency operates under. Anti-Discrimination Promise
ACT Home Tutoring Agency is a non-discriminatory organisation and does not condone unlawful discrimination.
E-MAIL:General Information and enquiries - click here TELEPHONE:
02 6291 3633 FAX: 02 691 3644 POSTAL ADDRESS:
PO Box 193, Calwell ACT 2905
Last updated 3 August 2007
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