Learner Handbook

Learner
Handbook
Version 4.4
Published: 7 November 2023
Distribution ☒ Internal ☒ External
RSA Express PTY LTD

trading as Express Online Training
RTO Number 40592
Contents
Contents................................................................................................................................................................................ 2
Our Guarantee to You ........................................................................................................................................................... 3
Access and Equity ................................................................................................................................................................. 3
Anti-Discrimination, Harassment & Bullying ........................................................................................................................ 3
Commitment to the Learner Experience .............................................................................................................................. 4
Related Standards & Legislation ........................................................................................................................................... 7
OHS/WHS .............................................................................................................................................................................. 8
Recognition of Prior Learning (RPL) ...................................................................................................................................... 9
Educational and Support Services ...................................................................................................................................... 11
Language, Literacy & Numeracy (LLN) Support .................................................................................................................. 13
Training & Assessment - Online Courses ............................................................................................................................ 14
Training & Assessment - Virtual Classes ............................................................................................................................. 20
Conduct Policy .................................................................................................................................................................... 29
Completion ......................................................................................................................................................................... 31
Unique Student Identifier (USI) Policy ................................................................................................................................ 33
Issuing of White Cards ........................................................................................................................................................ 35
Course Fees ......................................................................................................................................................................... 36
Priority Service .................................................................................................................................................................... 39
Refunds ............................................................................................................................................................................... 40
Complaints .......................................................................................................................................................................... 41
Shipping & Re-Delivery ....................................................................................................................................................... 42
Statement of Attainment Replacement .............................................................................................................................. 44
White Card Replacement .................................................................................................................................................... 45
Overseas Students Policy .................................................................................................................................................... 46
Records Maintenance ......................................................................................................................................................... 47
Access to Training Records ................................................................................................................................................. 48
- COPYRIGHT 2023 ALL RIGHTS RESERVED - THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED -
Learner Handbook RSA Express PTY LIMITED - RTO 40592
Version: 4.4 trading as Express Online Training
Published: 7 November 2023 Page 2 of 49
© RSA Express PTY LYD 2023
Our Guarantee to You
We are committed to providing a pleasant, friendly environment for the duration of your selected course of study. We
guarantee you our full support for the whole duration of your course of study through to your completion.
All participants in Express Online Training (EOT) courses and programs have the right to:
● Be treated with respect and dignity

● A safe learning environment free from danger, abuse or harassment
● Recognition of their individual needs and circumstances including taking account of beliefs, ethnicity, cultural
and religious practices
● The provision of the best possible services by skilled staff
● The opportunity for feedback on the services provided
● Receive a copy of and have access to our complaints process
● Have access to your own records on request (please refer to Access to Training Records)
Access and Equity

EOT is committed to ensuring the principles of access and equity are implemented in its strategies, courses, operations
and the learner experience.
EOT promotes equal opportunity and inclusive practices. It recognises the individual rights of our learners and ensures
that a learner – or a prospective learner, does not experience barriers to accessing EOT’s courses or services – regardless
of their age, gender, their religious, cultural or ethnic background, sexuality, disability or impairment, socio-economic
status, location or employment status.
Access and Equity Principles at EOT

• EOT forbids unlawful direct or indirect discrimination, harassment, bullying or vilification and will act on any
and all reported instances of these behaviours.
• EOT understands and abides by its obligation to comply with antidiscrimination laws.
• EOT is committed to the fair and equitable treatment of its learners and prospective learners.
• EOT ensures all learners have an equal opportunity to progress through and complete their learning and
assessment.
Anti-Discrimination, Harassment & Bullying

EOT is committed to the provision of an environment that is free from harassment, discrimination and bullying. We
believe it is a fundamental right of all learners to enjoy an environment free from harassment including an expectation
that everyone behaves appropriately in its dealings with EOT, its staff and its learners. Unacceptable behaviour will be
subject to disciplinary action, including termination of enrolment.
Commitment to the Learner Experience
With consideration for the 5 stages of the learner experience, through continuous improvement measures and the
continued compliance with its registration requirements, EOT is able to ensure the delivery of quality learning and
consistent learning outcomes.
EOT’s focus on the five phases of the learner experience is outlined below, in the areas of:
1. Marketing
2. Pre-Enrolment and Enrolment
3. Support and Progression
4. Training and/or Assessment
5. Completion
Marketing
EOT ensures that the marketing and advertising of AQF certification to prospective learners is ethical, accurate,
accessible and consistent with its scope of registration and includes the organisation’s RTO provider code.
All marketing material includes the code and the full title of the unit of competency or accredited course.
The NRT logo is only used in marketing material in accordance with its conditions of use specified in Schedule 4 of the
Standards for Registered Training Organisations (RTOs) 2015.
Most importantly, whilst EOT strongly encourages and supports its learners through their learning and assessment
processes, EOT does not guarantee that:
• A learner will successfully complete the course;

• A learner will obtain a particular employment outcome; or that
• A course can be completed in a manner that does not meet the Standards for Registered Training
Organisations (RTOs) 2015.
Prior to Enrolment
To ensure all learners receive a quality learning experience and have equal access to support in order to complete their
course, EOT requires learners to review this Learner Handbook and complete a Terms and Conditions Checklist during
enrolment. The checklist serves to help learners determine whether or not EOT courses are right for them and helps
our Trainers and Assessors to determine which learners may require additional support.
Prior to formal enrolment into an EOT online course, prospective learners are required to register a free user account
on the EOT website. For all courses, other than the online RSA (NSW) course and the virtual classes, registering a free
user account involves the learner providing basic identifying information and creating a secure password. Once a
learner is securely logged into their free account, they are provided access to a number of EOT courses, at no cost.
Access to the free course(s) includes complete learning content and a number of initial free trial assessment activities,
providing an opportunity for the user to engage with the course, before proceeding to formal enrolment and
assessment. Learners may engage with the free course components – either for:
• personal development or general educational purposes; or

• to confirm the suitability of the course for professional development and certification – including regulatory
licensing, where applicable.
Once a registered user commences a free course, they have indefinite access to all learning materials relevant to that
specific course and 3 months to complete the free assessment components. At the expiration of 3 months, access to
their free trial assessments will expire if they have not proceeded to formal enrolment. This is to ensure that changes to
the free trial assessment reflect any continuous improvements made by EOT and to ensure currency of our products
(for example, but not limited to legislation or industry feedback).
Learners may request, verbally or in writing, an extension to enable completion of their course. This request must be
made within 30 days of the date their course expires. EOT may approve an extension request, granting - on one
occasion only - up to an additional 14 days for the learner to complete any outstanding tasks related to their course.
Approval of this extension is at the sole discretion of EOT and will be considered on a case-by-case basis. In some
instances, an extension may not be possible – for example, if the course has been superseded, or is no longer being
delivered by EOT.
If the learner is unsatisfied with the outcome of their request for an extension, they may appeal that decision by
sending an email to appeals@eot.edu.au
EOT provides an opportunity for learners to complete a free online Language, Literacy, Numeracy (LLN) self-assessment
to assist them in identifying if they meet the inherent LLN requirements needed to successfully complete EOT’s courses.
Enrolment
Registered learners who choose to proceed from the free course(s) to formal enrolment and assessment must meet
any course entry requirements, complete the formal enrolment process and pay any applicable course fees.
If a learner proceeds to formal enrolment in a course, they will have 3 months to complete the mandatory assessments
and tasks, from the date of enrolment. If, after 3 months, the learner has not completed all components their
enrolment will lapse, and their course fees forfeited. The learner will be required to re-enrol into that course and pay
the applicable course fees, as current at the time of the re-enrolment.
Through the formal enrolment process, EOT:
• Collects mandatory enrolment information, including data used for AVETMISS reporting purposes;
• Confirms a learner’s eligibility to study or receive the relevant certificate or license;
• Confirms and validates a learner’s identity and address details – including USI creation/verification processes;
• Seeks to confirm if the learner has any special needs requiring reasonable adjustment to the learning or
assessment;
• Provides the opportunity for learners to self-assess and identify any language, literacy or numeracy challenges
which may affect their ability to meet the requirements of the course; and
• Confirms a learner has read, understands and acknowledges the conditions of enrolment, the Learner
Handbook, various policies and other details relevant to their learning and assessment.
Where required under regulatory/licensing conditions, or where mandated within the applicable training package(s),
learners are also required to provide photo identification, which displays their date of birth, and eligibility documents.
Learners will also be required to produce this identification at the time of any assessment process, if directed.
Support and Progression

The learner experience is important to EOT which is why we focus on ensuring we provide support through every step
of the learning process, from course commencement to course completion.
Information concerning the available education and support services learners can access with EOT can be obtained
through the following channels:
• This Learner Handbook;

• Communication with EOT staff via telephone or email as outlined below
Learners can call our Support Team at (02) 8259 0320 or email them directly at info@eot.edu.au to receive assistance
with their course during business hours. EOT’s business hours are:
• 8:00am to 8:00pm AEST - Monday to Thursday

• 8:00am to 5:00pm AEST - Friday
• 10:00am to 2:00pm AEST - Saturday to Sunday
EOT’s assessment process is fully equitable for all persons and considers the cultural, linguistic, and other needs of
individual participants in relation to assessment tasks. If a learner requires additional support every effort will be made
to accommodate the learner and to better assist them to complete their course. EOT will:
• Make adjustments where possible for learners with disabilities and other special needs when developing
assessments;
• Provide for and document all reasonable and allowable accommodations for the administration of the
assessment to persons with disabilities or special needs.
Training and Assessment

EOT delivers and assesses all products currently on its scope of registration in accordance with the learning and
assessment strategies in place for each product. All assessment processes adhere to the Principles of Assessment, as
specified in the Standards for Registered Training Organisations (RTOs) 2015, in ensuring that the assessment
guidelines contained within the nationally endorsed Training Packages are met.
In developing the assessment (including RPL) for each course, EOT ensures:
• Compliance with the assessment guidelines and conditions from the relevant Training Package or accredited
course;
• Assessment complies with the Principles of Assessment (i.e., assessment is valid, reliable, flexible and fair) and
informs the learner of the context and purpose of the assessment;
• The Rules of Evidence (valid, sufficient, current and authentic) guide the collection of evidence to support the
principles of validity and reliability;
• There is a focus on the application of knowledge and skills, to the standard expected in the workplace;
• Timely and appropriate feedback is given to learners; and
• Assessment complies with EOT’s Access and Equity policy.
Payment
For all courses delivered by virtual classroom or connected real-time delivery payment must be made during enrolment
and prior to entry to the class.
For all self-paced online courses EOT provides learners the option to complete the full course, including all training and
assessment, before being required to make payment.
Although learners may be provided with the option to pay at various stages during the course (before and after
successful course completion), payment is not required unless all tasks are completed, and the learner wishes to be
issued with a certificate.
All remaining tasks can be viewed and completed via the learner account at any time. Learners who choose to pay prior
to completing the full course are still required to complete any outstanding course requirements before a certificate
can be issued irrespective of payment being received.
Payment is taken at the time a learner enters their payment details and submits the checkout form (this excludes BPay)
irrespective of whether the course has been successfully completed.
Completion
All assessment results are treated as strictly confidential and EOT provides feedback to learners about the outcomes of
the assessment and provides further guidance on future options.
Individual assessment items are marked as either “Satisfactory” or “Not Yet Satisfactory”. In a situation of an
assessment being marked as “Not Yet Satisfactory‟ learners will be provided with an opportunity to revisit the
assessment or assessment item after more study.
If any participant in a course is dissatisfied with the results of their assessment, they have the right to appeal the
results.
Related Standards & Legislation

• Standards for Registered Training Organisations (RTOs) 2015
• Student Identifiers Act 2014
• Privacy Act 1988
Notification of Changes to Services, Arrangements or Legislation
Where there are any changes to agreed services or relevant legislation, EOT will advise any affected learners as soon as
practicable, including in relation to any changes in learning or assessment, new third-party arrangements or a change in
ownership or changes to existing third-party arrangements.
Changes to legislation are also often addressed in articles which are regularly posted to EOT’s website and important
notifications may be highlighted on the relevant course information pages as well as in the Learner Handbook.
OHS/WHS
Studying online requires learners to spend several hours at their computers. EOT focuses on providing a quality learning
experience while ensuring the health and safety of its learners.
Here are a few tips to keep in mind when you start your course.
Chair
It is very important to ensure you have an appropriate and comfortable chair to sit on before you commence your
course. The chair should be positioned in a manner that allows you to sit in an upright position and promote a
downward slope of the thighs. This will provide the necessary support you and your back need.
Some helpful tips:
• Adjust the angle of your chair to allow normal upright alignment of the spine. Try to maintain the three natural
curves;
• Provide full support to your back when doing computer work;
• Use the chair backrest to provide different postures e.g., angle back when chatting on the phone;
• Frequent posture changes encourage blood flow in different muscle groups which helps minimise back fatigue,
if sitting for prolonged periods.
Computer Screen
The position of your computer screen is an important consideration for many reasons. Positioning the screen so that it
is approximately the same height as your seated eye level and distancing the monitor far enough on the desk so the
face of the monitor is at least a full arm’s length away from your seated position will ensure you reduce strain and
fatigue associated with staring at computer screens for long periods of time.
If you are using a laptop, it is best to set up your workstation to include a separate mouse, keyboard and conventional
monitor so you can control the distance of the screen. However, if this is not possible be sure to place the laptop on an
elevated stand to position the screen at eye level. Staring down at a laptop screen for extended periods of time can
cause serious strain on neck muscles.
Eyes
Eye strain and fatigue from using computers can cause physical fatigue, decreased productivity and increased number
of errors. Here are some tips to reduce your risk:
• Remove excessive or bright light. You can do this by ensuring excessive bright lighting is not used in the room
and to position the computer away from windows. It is best to ensure that windows are at the side of the
computer and not in front or behind your computer;
• Cover windows where possible to reduce glare on your computer screen;
• Take a break every 20 minutes by looking away from the computer screen. It is recommended you look away
from the screen and focus on an object some distance away, more than 3 meters, to relax your eyes. Do so for
at least 20 seconds or longer if possible.
Take Breaks
Sitting for long periods of time is not good for your health. Remember to take breaks and generate blood flow by
moving around. Change postures frequently and try to stand up every 30 minutes. Remember, your muscles tense
when you are feeling stressed and can also feel fatigued. Take control of your activities to avoid the stress factors that
produce muscle fatigue.
Recognition of Prior Learning (RPL)

EOT makes an undertaking that all participants, potential or actual, of applicable EOT programs may receive recognition
of their current skills and knowledge no matter how, why, where and when they were gained, provided that the
evidence submitted meets the relevant requirements. Where RPL is not possible or allowed, such as a training course
with supplementary conditions which do not allow RPL, EOT will not permit or advise learners to apply for RPL.
EOT ensures that Recognition of Prior Learning (RPL) is available to all eligible applicants before enrolment and that the
process is structured to minimise time to applicant and provides adequate information and support to enable
applicants to gather reliable evidence to support their claim for credit for equivalent competencies currently held,
regardless of how, when or where the learning occurred. Applicants are encouraged contact EOT and discuss if RPL is an
applicable and appropriate option before enrolment or commencing their RPL application.
To support an application for RPL, the learner would need to demonstrate they have previous experience in the
workplace, directly relating to the skills and knowledge relevant to those courses. EOT acknowledges that in order for
learners to provide evidence of RPL for courses that lead to the issuance of a RSA certificate, for example, and in order
to have been able to apply those skills and knowledge in the workplace, those participants would have been required to
previously attain those competencies through a registered training provider. In other words, applicable regulations
would require they had already been issued the relevant certificates, to lawfully allow them to perform those
workplace activities. In those circumstances, a process of demonstrating current competence, rather than credit
transfer or a formal RPL application, may be appropriate. This would require the learner to enrol into the applicable
course and undertake the requisite assessment activities, in order for current competence to be demonstrated, in line
with the requirements of the training package.
RPL Process
Applicants who consider that they have completed appropriate training or have skills gained through prior learning and
experience stipulated for the training may be granted RPL upon substantiation of that claim and successful completion
of requisite assessment activities.
The RPL application process acknowledges evidence of previous formal and informal learning, including what a person
has learned from work and life experience, measuring these experiences against the learning outcomes of the course
the learner wishes to undertake.
The assessment will be professionally conducted and will be valid, reliable, flexible and fair. Evidence of prior learning
may include:
• Evidence of current competence performance, demonstration or skill test

• Portfolio, logbook, task book, projects or assignments
• Written presentation
• Interview Case studies
If sufficient evidence is not provided, or the evidence does not demonstrate current competence, an assessment may
be negotiated with the learner and may consist of interview, written assignment, exam or other assessment conducted
by a qualified Assessor.
Due to specific requirements stipulated in the relevant training packages, all RPL applicants will also be required to
undertake formal assessment activities – including verbal/oral assessment and a skills-based assessment in an industry-
realistic simulated environment.
All applications for RPL will require payment of the course fees, as there is a requirement for the Assessor to review and
confirm that all evidence meets the requirements of the training package and any supplementary conditions or
requirements.
Successful applicants are notified promptly of the RPL outcome. The Assessor advises unsuccessful applicants of the
reason for non-recognition and steps they can take to have a successful RPL claim, including appeal process.
RPL Procedure
If a candidate is applying for RPL, the candidate must complete RPL forms and submit evidence such as statements of
attainment, certificates, work experience and/or academic transcripts of competence against the learning outcomes.
An application for RPL can be made at any time prior to the commencement of the course.
Evidence Checklist
Listed below is a range of evidence that may be used in support of an application for RPL. This list should be used as a
guide only.
• Certificate of achievement
• Reference /letter of support – work/social
• Demonstration of skill
• Record of academic results
• Video/audio/photos
• Duty statement/job specifications
• Letter/memos at work
• Curriculum vitae
• Portfolio
Assessment Pathway
EOT offers an assessment-only pathway for RPL. Under the assessment-only pathway, to demonstrate the ability to
apply the skills and knowledge required by the training package, learners seeking RPL are required to enrol in the
applicable course and successfully complete all written and practical assessment activities as determined by EOT, for
each unit of competence within their enrolled course(s).
Educational and Support Services

EOT is committed to providing high quality learning and assessment services.
In accordance with EOT’s Access and Equity Policy, we offer the relevant assistance to learners with identified learning
support needs. Where appropriate and necessary, reasonable adjustments may be made to the delivery of learning
and/or assessment, to ensure that each learner is afforded every opportunity to achieve competency in the unit.
EOT has established guidelines concerning it provides the best possible outcome for our learners, including how we:
• Identify learner’s needs;

• Deliver services to meet these needs;
• Advise of the available support strategies, internal and external to the organisation; and
• Provide adequate staff to assist learners with additional needs.
Where a learner is identified as having particular learning support needs, EOT may:
• Adjust learning resources, activities and assessments where necessary and where such adjustment is
reasonable and does not invalidate the assessment itself;
• Provide learner support within the learning environment;
• Access specialist LLN practitioner support where appropriate; and
• Provide referrals to external services where required including:
o referral for counselling; or
o mediation services.
The learner experience is important to EOT, which is why we focus on ensuring we provide support through every step
of the education process, from course commencement to course completion.
The range of support available to the learner includes:
Pre-enrolment
• Detailed online pre-enrolment information, to inform and protect the learner
• Learner Handbook
• EOT’s Policies
• Accessible course information and learning materials
Learning support
• Learning and assessment programs contextualised to the workplace
• Access to learning materials in alternate formats (HTML, PDF etc)
• Clear and detailed instructions
• Flexible learning and assessment strategies
• Reasonable adjustment where appropriate
• Communication with learner support staff via phone or email
• Referral to external support services to aid in completion of assessment
Access
• Communication with EOT staff via telephone or email
• Resources available on EOT site, pre and post completion of learning
Learners can call our Support Team at (02) 8259 0320 or email them directly at info@eot.edu.au to discuss or receive
support during business hours. EOT’s business hours are:
• 8:00am to 8:00pm AEST - Monday to Thursday

• 8:00am to 5:00pm AEST - Friday
• 10:00am to 2:00pm AEST - Saturday to Sunday
EOT recognises and respects each learner’s choice concerning whether we are the best fit for their education needs. In
the instance that it appears a learner does not currently meet the skill levels required for a course or unit EOT will
review their case and discuss potential support before deciding in the learner’s best interest about continuing their
training with EOT. EOT endeavours that both parties will come to a joint decision of whether a learner will continue
their course. However, if EOT finds a learner to be unsuitable to undertake the course, even with additional support
and adjustments, this decision may be made solely by EOT. Learners may be asked to demonstrate they do meet the
required skill level before being permitted to continue.
Some of the external services include:
Organisation Contact
The Reading Writing Hotline 1300 655 506
Skills for Education and Employment (SEE) https://www.education.gov.au/skillseducation-and-
employment
Other support services include:
Organisation Contact
National Relay Service 1800 555 660 or www.relayservice.gov.au
Language, Literacy & Numeracy (LLN) Support
As part of our responsibility to ensure we are meeting the education and support needs of each learner, EOT
implements an enrolment diagnostic assessment to determine the LLN levels of learners prior to course
commencement.
All learners are provided with a functional description of the LLN skill level requirements of completing the assessment
in which they have enrolled. All learners complete a mandatory LLN assessment during enrolment, to help identify
specific needs of the learner, and to gauge overall alignment with the minimum ACSF levels required by the course.
Learners may contact EOT support staff for a confidential discussion, if they have any questions or require any
assistance.
It is the responsibility of the learner to not only honestly complete the LLN self-assessment if applicable, but to reveal
any information about their LLN needs to EOT staff prior to or during the enrolment process. This enables our team to
better assist each learner through the creation of individual learning plans and reasonable adjustments to assessments
where appropriate.
These measures will aim to help prospective learners make informed decisions about whether EOT courses are suited
to their needs.
Where a learner’s LLN level is identified as being lower than the specified requirements for the course, EOT:
• Provides advice and information about alternative course choices; or

• Offers the learner LLN assistance.
While we offer support services for LLN issues, EOT recognises and respects each learner’s choice concerning whether
or not we are the best fit for their education needs. EOT endeavours that both parties will come to a joint decision of
whether or not a learner will continue their course. However, if EOT finds a learner to be unsuitable to undertake the
course, even with additional support and adjustments, this decision may be made solely by EOT. Learners may be asked
to demonstrate they do meet the required skill level before being permitted to continue.
Where LLN issues are identified beyond the scope of EOT staff, we will refer learners to outside services (see above).
Staff Training in LLN

All staff working for EOT continually build on their skills to better assist learners progress through their course. Through
participation in LLN courses, staff have been equipped with the knowledge of LLN issues in adults within a learning
environment. To further support Trainers and Assessors in their understanding and application of LLN support, EOT
provides in-house professional development to its Trainers and Assessors, in LLN support, including how to deal with
LLN issues and the literacy and numeracy standards expected within EOT courses.
Record Keeping
When a learner is identified as needing assistance with LLN issues, Trainers and Assessors record all concerns,
conversations with the learner and other staff and actions taken on the learner’s account on the learner portal.
At all times, we respect the privacy and confidentiality of all our learners. Information pertaining to a learner’s LLN
issues will not be discussed with or shared with other learners, staff members who are not involved with providing
specialist support, or other third parties, unless agreed to by the learner in question. Further information regarding the
confidentiality of learners who require additional support services are in accordance with EOT’s Privacy Policy.
Training & Assessment - Online Courses

EOT offers a range of self-paced online courses including nationally accredited courses based on Units of Competency,
state recognised courses and our own skills-based industry courses. Where required EOT complies with all mandated
training requirements as well as any regulatory or licensing stipulations.
All EOT courses are delivered and assessed in English. There is no provision for assessments to be submitted in a
language other than English.
All assessment work must be the original work of the enrolled learner. Substitutions are not permitted. Verbal/oral
assessment, as well as recorded or real-time streamed audio or video-based assessment activities (where required)
must be undertaken by the enrolled learner, in English, without prompting or translation by a third party or translation
software.
EOT also offers online or virtual classes which are not self-paced online courses, the delivery method is Connected Real-
Time Delivery. For further information on these classes please refer to Virtual Classes.
RSA & RSG
Knowledge Assessment
SITHFAB021 - Provide responsible service of alcohol - VIC, QLD, WA, SA, NT, ACT, TAS
SITHGAM022 - Provide responsible gambling services - QLD, WA, NT, TAS
● The online assessment and learning material are split into 4 sections.
● At the beginning of each section the learner can read the learning material for that section online as HTML
slides. They can also download the entire learner guide as a PDF at any time.
● Once the learner has completed the learning material for a section, they can progress to the assessment
questions for that section.
● These questions are asked in direct reference to information found in the learning material.
● The answers are either multiple choice or short answer.
● The learner can return to the HTML slides or review their PDF learner guide at any time during the assessment
without losing their progress.
● To complete this type of assessment the learner must provide or have access to:
o A computer, smart phone or tablet device, which is connected to the internet, and a recent version of
a common browser, such as Internet Explorer, Safari, Google Chrome or Firefox;
o A working email account; and
o A phone for the purpose of support or assessment.
SITHFAB021 - Provide responsible service of alcohol - NSW

● The online assessment and training material are split into 5 sections.
● EOT implements a check-your-progress quiz, by Liquor & Gaming NSW, embedded within the first 4 sections of
the online knowledge assessment.
● The answers are either multiple choice, fill-in-the-blank and short answer.
● Once the learner has achieved a mark of 100% in a section, they can progress to the next section, however, a
learner cannot progress to the next section until they have passed the current section.
● To ensure that validity and reliability of the assessment process, an assessment lockout mechanism is in place.
Please refer to the Assessment Lockouts part of this Training and Assessment Strategy for more information.
● When reassessing any learner who has achieved a result of not yet satisfactory, the reassessment utilises
material that is, in the minimum, 50% different from the material used in the previous assessment.
● Our knowledge assessment consists of at least 50% questions that require free-text responses. Questions are
randomly selected from a question bank, ensuring that each learner is presented with an assessment that
differs from those presented to other learners.
● A computer, smart phone or tablet device, which is connected to the internet, and a recent version of a
common browser, such as Internet Explorer, Safari, Google Chrome or Firefox;
Verbal/Oral Skills Assessments
SITHFAB021 - Provide responsible service of alcohol - VIC, QLD, WA, SA, NT, ACT, TAS, NSW
SITHGAM022 - Provide responsible gambling services - in QLD, WA, NT, TAS
After the knowledge component of the assessment has been completed, the learner will need to complete a
verbal/oral skills assessment conducted online or by phone. For NSW RSA learners must complete the Skills Assessment
by video recording, the assessment cannot be conduct by a phone or audio call.
This assessment involves simulated role-plays which require the learner to respond to patrons in various scenarios. This
is designed to assess the learner’s skills and application of knowledge, relevant to the unit of competency. The Assessor
records the learner’s responses and demonstrated skills, as well as confirms if they have satisfied the set criteria for
each assessable component.
Before commencing this activity, learners will need to familiarise themselves with the scenarios and course notes,
prepare notes for how they intend to answer, and undertake any required preparation tasks.
To complete this type of assessment the learner must provide or have access to:
● A computer, smart phone or tablet device with audio and video capabilities, which is connected to the
internet, and a recent version of a common browser, such as Internet Explorer, Safari, Google Chrome or
Firefox;
● A working email account; and
● A phone for the purpose of assessment and support (if required).
Part of the skills assessment for SITHGAM022 Provide responsible gambling services also requires completion of an
online gambling incident report which is based on an industry realistic scenario.
● A computer, smart phone or tablet device with audio and video capture capabilities, which is connected to the
Firefox;
● A phone for the purpose of support or assessment.
Simulated Workplace Assessment

Developed for the purpose of assessment, EOT’s interactive, industry-realistic, simulated workplace environment is a
virtual gambling environment with real people with whom the learner interacts. There is a Client Liaison Officer, Venue
Manager, Police Officer and other customers with whom the affected gambler communicates. The learner is required
to make decisions about the responsible gambling services based on legislative requirements and various scenarios.
Having been filmed in a real gambling environment with real customers, the virtual environment includes aspects of the
real working environment including the sound of other customers, signage and equipment. If the learner responds
correctly to the questions, they can progress to the next question however if they respond incorrectly, they are advised
to try again. If they make more than three (3) mistakes in the simulated assessment, they are required to commence
the entire simulated assessment again. All progress through the simulated assessment is recorded and maintained in
the learner’s electronic account and where the Assessor feels it may be required, this is revisited as part of the verbal
assessment prior to final competency being granted. Where this occurs, it will be documented in the learner's account.
In order to complete the Simulated Workplace Assessment, learners must have access to a computer, smartphone or
tablet which is connected to the internet.
White Card
CPCWHS1001 - Prepare to work safely in the construction industry (Online only)

● Assessment is self-paced with learners having up to 3 months to complete it.
● The online assessment and learning material are split into 4 sections.
● The answers are either multiple choice or fill-in-the-blanks.
Verbal/Oral Skills Assessment
CPCWHS1001 - Prepare to work safely in the construction industry (Online only)

After the knowledge component of the assessment has been completed, the learner will need to complete an
oral/verbal skills assessment, conducted verbally online. This assessment requires learners to demonstrate their oral
communication skills in a series of scenario-based questions. The learner will need to demonstrate specific skills and
knowledge orally including, but not limited to, identifying and reporting hazards and risk control measures, responding
to incidents and emergencies, explaining the purpose of WHS personnel and documents and explaining the purposes of
fire safety equipment.
This assessment is designed to test the learner’s skills and application of knowledge, relevant to the unit of
competency. Assessors are provided with benchmark criteria upon which to make a consistent judgement of
performance by learners throughout the assessment process. The Assessor records the learner’s responses as well
where appropriate.
Learners are required to complete Verbal/Oral Skills Assessment using the following assessment methods:
● Livestream their assessment submissions through their EOT account; or

● Speak directly with an Assessor via phone or Skype to complete the assessment.
Before commencing this assessment, the learner should familiarise themselves with the questions and make notes of
how they intend to answer each question.
Firefox;
CPCWHS1001 - Prepare to work safely in the construction industry - All states & territories (Online)
The Video Skills Assessment is a live-streamed video assessment designed to assess learner’s ability to demonstrate
correctly fitting PPE in real time, as well as provide further evidence to authenticate their identity. The PPE to be used
ins specified and must meet Australian Standards to be acceptable. Learners are provided with information upon
enrolment that prepares them with the learning and assessment requirements of the video skills assessment. Assessors
are provided with benchmark criteria upon which to make a consistent judgement of performance by learners
throughout the assessment process.
Before commencing the assessment the learner should familiarise themselves with the practical demonstration
scenarios and the performance that will be expected. The following information about the PPE resources applies to all
White Cards courses delivered by EOT, either online or by virtual classroom. The learner should have access to all
Personal Protective Equipment (PPE) listed below, which the learner agreed that they had access to before the learner
enrolled in the nationally recognised course.
Required PPE:
● High visibility vest, shirt or jacket

● Hard hat
● Hearing protection
● Eye protection
PPE and items that will not be accepted includes, but is not limited to, the following: VIC Roadworks Vest (vest with
yellow tape), fluorescent vests/shirts/jackets which do not meet hi vis standards, bump caps, arborist helmets,
kids/costume helmets, music headphones, fashion sunglasses or glasses, medical face masks or cloth face masks or any
PPE that EOT cannot verify meets the required standards. PPE must also be in suitable condition and size for the
purpose of this assessment. PPE which cannot be fitted correctly will not be accepted including items that are too small,
too big or not in wearable condition.
The learner is also asked at the beginning of the video assessment to present their previously submitted and approved
form of identification.
● Accepted identification documents include:

o a current and valid driver’s licence, issued by an Australian state or territory;
o an 18 plus card;
o a current and valid passport; or
o student/school identity card.
If the learner is unable to provide photographic identification, the learner can arrange to provide EOT with certified
copies of at least three (3) other forms of identification accepted under the Financial Transaction Reports Act 1988
(Cth) as contributing to proof of identity (such as a Medicare card, birth certificate, credit card, land title record) at least
one of which shall bear the current address of the participant (such as a rates notice, public utility account, or land line
telephone account).
To complete this assessment the learner must provide or have access to:
Firefox;
● A working email account;
● Skype video conferencing software and Skype account;
● A phone for the purpose of support or assessment; AND
● Personal Protective Equipment:
o A hard hat;
o Eye protection;
o Hearing protection; and
o High visibility vest/shirt/jacket
Where learners do not have these items already, information is provided pre-enrolment as to where they might find it
and associated costs as well as advised that their future employer or friends might have these resources that they may
borrow. The cost does not include the provision of these resources, and this is made explicitly clear in the pre-
enrolment information.
If a learner is having trouble streaming their video assessment here are some helpful tips:
● Try using a different device: laptop, computer, mobile phone or tablet.

● Make sure your camera and microphone are enabled and you have allowed our website to access those
devices.
● Try using Google Chrome and make sure your browser is up to date.
● If the learner is still unable to stream their video assessment via their EOT account they can also request a
Skype video call from an EOT Assessor.
Form Assessment
CPCWHS1001 - Prepare to work safely in the construction industry - All states & territories (Online)
The learner must demonstrate the ability to complete a basic form and undertake an assessment requiring written
reporting. This assessment requires learners to complete an Incident Report form based on an industry realistic
scenario.
● A computer, smart phone or tablet device which is connected to the internet, and a recent version of a
common browser, such as Internet Explorer, Safari, Google Chrome or Firefox;
Learners must complete the electronic form on their account and submit it for marking. All sections of the form must
be filled in correctly for the form to be approved by an Assessor. The Assessor will mark the assessment using
benchmark criteria to determine if the learner has demonstrated sufficient competency. If the learner’s submission
does not meet the criteria it will not be accepted and the learner will be provided written feedback for their next
attempt.
COVID Safety at Work

● At the beginning of the course the learner can read the learning material as HTML slides or download the
entire learner guide as a PDF at any time.
● Once the learner has completed the learning material, they can progress to the assessment questions for that
section.
● These questions are asked in direct reference to information found in the learning material and learner can
return to the HTML slides at any point during assessment.
● Online knowledge assessment consists of 24 questions which are either multiple choice or short answer.
NSW Responsible Supply of Alcohol Training (RSAT)

EOT only delivers the RSAT learning as only Liquor & Gaming NSW may conduct the RSAT assessment and issue
certification.
Online Learning
● At the beginning of the course the learner can read the learning material as HTML slides or download the
entire learner guide as a PDF at any time. The online learning is broken down into 4 sections.
● Each section consists of a webinar video that learners watch before proceeding to the following section.
Transcripts of each webinar are provided.
● At any point during each section the learners can return to the HTML slides and can download PDF versions of
the slides and L&GNSW’s RSAT Course Handbook
o A phone for the purpose of support.
Assessment Progress Lockouts

Under the rule of ‘validity’ in assessment, specifically that “The Assessor is assured that the learner has the skills,
knowledge and attributes as described in the module or unit of competency and associated assessment requirements”,
an assessment ‘lock-out’ may be applied. The ‘lock-out’ method used is dependent on the course, delivery mode and
assessment but all require a learner’s progress to be halted and contact from an Assessor before they can proceed
when a lockout is triggered.
The lock-out process for the online course’s Knowledge Assessment is described in this way:
A learner may only provide an incorrect response to a question a limited number of times before triggering a lockout
action. The number of allowable incorrect responses may vary, depending on the nature and complexity of the
question.
● The first type of lockout action is a "pause" in submitting assessment responses, preventing the learner from
proceeding with the assessment for a period of time. The learner is also referred back to the relevant
subject/topic in the learning content, for the learner to review.
● The second type of lockout action is a full assessment progress lockout, where the learner cannot proceed with
the assessment until they have spoken to an Assessor. This provides the opportunity for the Assessor to work
with the learner, to provide further learning or assessment support. Once the Assessor is satisfied the learner
has acquired the relevant knowledge or skill, the Assessor can then manually unlock the learner’s assessment
and the learner is able to progress.
● If a learner is fully locked out 3 times, then consideration is given to suspend the learner’s enrolment and refer
the learner to external support services.
Training & Assessment - Virtual Classes

This is applicable for all other courses delivered by online/virtual classroom otherwise known as Connected Real-Time
Delivery). EOT delivers Virtual Classes using video conferencing software such as Zoom and Google Meets.
Due to the nature of attending a virtual class there are specific resources learners are required to have and policies
around attendance in class, bookings and conduct with the trainer & other learners. Course requirements and delivery
of training & assessment may also differ from self-paced online delivery and by jurisdiction despite it being the same
Unit of Competency; this is due to the nature of the delivery method and any additional regulatory conditions in place.
To attend a class, learners will need to have access to:
● Stable connection to the internet;

● A computer, smart phone or tablet device, which is connected to the internet, and a recent version of a
common browser, such as Internet Explorer, Safari, Google Chrome or Firefox (if using a tablet or smart phone
to access the classroom you will also need a second device to access your workbook on your EOT account);
● A working email account;
● A computer, tablet or smart phone with a camera and audio;
● Sufficient photo identification or eligibility documents for their intended course; and
● Any additional resources or equipment required for the class including PPE for the White Card course
Additional support or time may be provided where required in a virtual class but all learners who believe they may
require additional support or adjustments are encouraged to discuss this with EOT prior to the class. We understand
that in some instances learners may not successfully complete the class and will be required to re-sit it. These cases will
be reviewed on a case-by-case basis to determine if the learner is required to pay a rebooking fee and/or organise any
provisions for their next attempt. Our Support Staff will discuss a learner’s options for resitting the class and any
applicable fees with them by email.
White Card
EOT is approved to deliver the White Card Virtual Class for the following states: QLD and NSW. (Correct as of
31/07/2023).
We deliver White Card training via connected real-time delivery (virtual class) and learners can obtain a White Card
(General Construction Induction Card) for an applicable jurisdiction upon completion. To receive their selected card
learners must also comply with any jurisdictional requirements. Learners eligible to undertake the White Card course
with EOT but who do not meet the jurisdictional requirements to receive a White Card upon completion may still
undertake the course by connected real-time delivery and only be issued a Statement of Attainment upon completion.
Learners must make payment and complete all pre-class tasks before they can book into a class. After the learner has
booked in, they will be emailed instructions on attending their class. In order to attend their class learners must have all
necessary resources required for our virtual classes and the following Personal Protective Equipment (PPE):
● High visibility vest, shirt or jacket

● Hard hat
● Hearing protection
● Eye protection
PPE and items that will not be accepted include, but are not limited to, the following: VIC Roadworks Vest (vest with
yellow tape), fluro vests/shirts/jackets which do not meet hi vis standards, bump caps, arborist helmets, kids/costume
helmets, music headphones, fashion sunglasses or glasses, medical face masks or cloth face masks or any PPE that EOT
cannot verify meets the required standards. PPE must also be in suitable condition and size for the purpose of this
assessment. PPE which cannot be fitted correctly will not be accepted such as items that are too big, too small or not in
wearable condition.
NSW White Card learners must have their original Evidence of Identity documents with them so the trainer can verify
them in class.
The class runs for around 7 to 7.5 hours with scheduled breaks and all assessments are marked within the class.
Upon completing learners will be provided with a Statement of Attainment certificate. NSW White Card learners will
also be issued a SafeWork NSW Statement of Training. Any physical items issued by EOT including the NSW SafeWork
SOT will be mailed out within 1 business day. Please refer to Issuing of White Cards for information on how each card
type is issued.
NSW Licensee & Advanced Licensee Training

Most licensees, approved managers and club secretaries will be required to complete the NSW Licensee Course and
possibly the NSW Advanced Licensee Course. Learners can check if or what NSW Licensee Training they require with
Liquor & Gaming NSW or by using the tool provided on our NSW Licensee Training landing page. Learners are
responsible for ensuring they complete the training that is relevant or required for their job role or business.
Both licensee courses are delivered as a virtual class using Google Meets. Learners must complete all pre-requisite tasks
which are outlined below. The class runs for approximately 6-7 hours including breaks. Learners are required to
complete a workbook and participate in group discussion as part of the class. Upon completion successful learners are
issued with an Interim Certificate and their NSW RSA is automatically renewed for an additional 5 years.
Liquor & Gaming NSW only allows each learner a maximum of 3 attempts at the Licensee/Advanced Licensee
assessment tasks. In the following policies, wherever a “fail” is mentioned, it is in reference to this maximum of 3
attempts. Where a fail is recorded for the student, they are left with only 2 attempts at all of the remaining
assessments.
Prerequisites for NSW Licensee Training Course
Must be completed at least 1 business day prior to the class or learner will not be allowed entry to class and no refund
offered.
1. Must hold a valid RSA NSW Competency Card on the day of your class.
An Interim Certificate will not be accepted in lieu of an RSA NSW Competency Card. Learners can also hold a valid
interstate RSA certificate in lieu of a NSW RSA.
2. Refresh or surrender NSW RCG (if applicable)

Learners who currently hold a valid NSW RCG endorsement must either complete the mandatory NSWRCG Refresher
Training module (available on their EOT account) OR submit an RCG Surrender Declaration form. This form is also
available on their account and must be submitted to EOT for approval.
3. Must submit photo identification

Learners must upload a valid and current Photo ID to EOT for approval. They must present this same ID to the Trainer
upon request, at the commencement of the class. Failure to show ID in the class may result in their removal from the
class with no refund offered.
4. Must read Course Handbook prior to class

Learners must read the NSW Licensee Course Handbook before the class begins. The Course Handbook can be
downloaded from their account under the Documents button.
5. Must complete pre-class reading and work

Modules 1 & 2 of NSW Licensee Course Handbook are required pre-reading. Learners must save the answers for both
Task 1 and Task 2 of “Section 1 – Pre-reading Assessment Task” in their workbook prior to the start of the class.
Answers will not be marked by a Trainer until the class commences. All relevant material and workbook are available on
learner’s account.
Terms and Conditions for NSW Licensee Training Course
Learners agree to the following Terms & Conditions when enrolling in the NSW Licensee Training Course:
1. If a learner fails to complete all prerequisites at least 1 (one) business day prior to their scheduled class(es), they will
NOT be able to participate in the class(es) or entitled to a refund.
2. If a learner fails to complete all prerequisites at least 1 (one) business day prior to their scheduled class(es), they may
be offered an opportunity to change their booking to another date. Additional booking fees may apply.
Prerequisites for the NSW Advanced Licensee Training Course
Must be completed at least 1 business day prior to the class or learner will not be allowed entry to class and no refund
offered.
1. Must have previously completed NSW Licensee Training Course
Learners must hold a valid NSW Licensee Training Competency Card or Interim Certificate on the day of their class. If a
learner has booked both the NSW Licensee Training and NSW Advanced Licensee Training courses and were
unsuccessful in completing the NSW Licensee Training course, they will be refused entry into NSW Advanced Licensee
Training course until they have successfully completed the prerequisite Licensee Training course. They may be offered
an opportunity to change their booking to another date however additional fees may apply.
2. Must submit photo identification

Learners must upload a valid and current Photo ID to EOT for review and approval. They must present this same ID to
the Trainer upon request, at the commencement of the class. Failure to show ID in the class may result in their removal
from the class with no refund offered.
3. Must read Course Handbook prior to class

Learners must read the NSW Advanced Licensee Course Handbook before the class begins. The Course Handbook can
be downloaded from their account under the Documents button.
Terms and Conditions for NSW Advanced Licensee Training Course
Learners agree to the following Terms & Conditions when enrolling in the NSW Advanced Licensee Training Course:
1. If a learner fails to complete all prerequisites at least 1 (one) business day prior to their scheduled class(es), they will
NOT be able to participate in the class(es) or entitled to a refund.
2. If a learner fails to complete all prerequisites at least 1 (one) business day prior to their scheduled class(es), they may
be offered an opportunity to change their booking to another date. Additional booking fees may apply.
Virtual Class Attendance

After booking a class, learners will be emailed with all relevant information pertaining to attending their class including
pre-class tasks, course material and instructions on attending the virtual class. Learners are expected to follow all
instructions and complete any pre-class activities or tasks including checking their device and browser are suitable for
the virtual classroom prior to attending the class. If a learner is having trouble completing any of their pre-class tasks or
experiencing issues with their device which may prohibit them from attending their class, they must reach out to our
Support Team prior to the scheduled class for assistance.
The virtual classroom is opened for learners to join 15 minutes before the scheduled start time and closes 15 minutes
after the start time. Learners are expected to be punctual and join the class during this time. If a learner tries to enter
the classroom after it has been closed, they will be denied entry and will need to discuss re-booking.
Learners must remain in the classroom for the duration of the class outside of allocated breaks. If the learner needs to
leave the class urgently, they must notify the trainer or assistant. Should a learner leave the class for an extended
period of time, with or without permission, they may not be permitted to re-enter the class and may be deemed to
have abandoned their class.
Learners are required to always have their camera or webcam on during the class unless instructed otherwise and the
trainer must be able to see the learner at all times during the course. We ask that learners keep in mind that both
themselves and other learners will be visible to each other and to conduct themselves in line with our Conduct Policy.
Non-attendance, Cancellations and Re-bookings

There may be additional fees, or no refund offered if a learner cancels their class booking, is unable to attend or must
re-sit the class. All fees are deducted from the learner’s applicable refund or are required to be paid before the learner
can rebook another class.
If a learner has enrolled but not made a booking or wishes to cancel their booking more than 48 hours before their
scheduled class, there are no fees involved. To cancel their booking within 48 hours of their scheduled class learners
must contact EOT’s Student Support Team directly.
● If the learner cancels their booking more than 48 hours before the scheduled class, there are no fees.
● If the learner cancels their booking 48 hours or less prior to the scheduled class a fee of 100% of the course(s)
fee and other relevant fees applies.
● If the learner fails to attend their class a fee of 100% of the course(s) fee and other relevant fees applies. This
includes if the learner is unable to attend the class due to not having the required resources or equipment or
has failed to complete the pre-class tasks.
Class Abandonment
If a learner leaves the virtual classroom without permission or explanation and does not return to the class or complete
any outstanding tasks within the time provided it may be determined that the learner has abandoned their class.
When EOT becomes aware that a learner has left the class without permission or explanation we will take reasonable
steps to contact the learner and assist them with returning to the class. This may include, but is not limited to, calling
and emailing the learner or sending a text message. EOT is ultimately not responsible for returning the learner to the
class but will make reasonable efforts to help.
When it becomes apparent that a learner may have abandoned their class EOT will also take reasonable steps to inform
the learner of the class abandonment policy and consequences. This may include when a learner is absent from the
class for an extended period, refuses to respond or answer communication from EOT or advises EOT they are
abandoning their course.
If the learner fails to return to the class, complete the outstanding tasks or otherwise resolve the issue in the time
provided they will be deemed to have abandoned their class and will be removed from the virtual class. In this instance
an outcome for their assessments will not be determined as the learner has effectively abandoned their course and
cannot be provided an outcome or feedback. Learners who abandon their class will be required to pay a rebooking fee
of 100% of their course fee and are not entitled to a refund for their abandoned class.
General Terms and Conditions for Virtual Classes
1. EOT may, from time to time, cancel a class and reserves the right to reschedule classes. In the unlikely event
that a class is cancelled by EOT, learners are offered an opportunity to change their booking to another date at
no extra cost. Notwithstanding your rights under the ACL, refunds are not offered in these circumstances.
2. Learners must allow at least 3 (three) business days for EOT to payment made by BPay. If we haven’t received
payment prior to a scheduled class, the learner will be REFUSED entry into the class and not entitled to a
refund once payment clears.
3. Any course fees paid are not transferable to other courses, students or training organisations.
4. Learners who cannot present valid and current Photo ID upon request will be refused entry into a class and will
not be entitled to a refund.
5. Learners must be ready to join the class at least 15 minutes before the scheduled start time.
6. All classes close for entry 15 minutes after the scheduled start time. Learners who are late will be refused
entry into the class and will not be entitled to a refund.
7. Learners must return from scheduled breaks on time. All classes close for re-entry 15 minutes after the end of
break time. Learners who are late will be refused entry into the class and will not be entitled to a refund.
8. Learners who do not attend a class are not entitled to a refund.
9. There are limitations to amount of additional time or support the trainer can provide in class. Should this limit
be reached, a learner may be deemed Not-Yet-Competent and required to resit the class.
Verification and Authentication Processes

Before receiving your certificate, EOT must be satisfied that you have achieved competency in the required skills and
knowledge, that your identity is correct and that you have completed the assessment yourself.
EOT identifies learner identity in the following ways:
● Online
o Learners’ Unique Student Identifiers (USIs) are validated automatically and securely against the USI
database using software installed on EOT’s web server.
o Typing pattern verification software which records and detects changes to the unique typing pattern
of a user at multiple points during the course.
● Virtual Classroom (Connected Real-Time Delivery)
o Before being allowed into a virtual classroom the person attempting to enter the classroom will be
compared with their photo identification. Only once it is confirmed they are the learner will they be
able to enter the classroom. Learners must be visible on camera for the duration of the class including
assessments, discussions and activities.
o Must complete environment checks at request of the trainer. Learners use their device’s camera to
scan the room and effectively show that no one else is present or assisting them off-screen.
● Phone & Video
o During any phone or video contact the assessor will ask for learner identification details including the
learner’s full name and date of birth and contact number. These details will be compared to the
already submitted enrolment details and recorded in our software.
● Identification Audits
o We ensure that a number of learners are contacted and asked to confirm their identification details
and some basic knowledge of the course to confirm that the named learner was the person who
participated in the learning.
o Calling a learner while they are on camera in a virtual class to verify their identity and ensure both the
person on the phone and in class are the same person.
Identification
During enrolment learners are required to provide a copy of current and acceptable photo identification. This may be
submitted through their EOT account, email or by mail. All documents are stored securely on the learner’s account.
CPCWHS1001 - Prepare to work safely in the construction industry (Online delivery)

The learner is required at the beginning of the video assessment to present an accepted form of identification.
● Accepted identification documents include:

o a current and valid driver’s licence, issued by an Australian state or territory; or
o an 18 plus card; or
o a current and valid passport; or
o student/school identity card (only applicable for learners under 16 years of age);
Or, if the learner is unable to provide photographic identification, the learner can arrange to provide EOT with certified
copies of at least three (3) other forms of identification accepted under the Financial Transaction Reports Act 1988
(Cth) as contributing to proof of identity (such as a Medicare card, birth certificate, credit card, land title record) at least
one of which shall bear the current address of the participant (such as a rates notice, public utility account, or land line
telephone account).
CPCWHS1001 - Prepare to work safely in the construction industry - QLD only (Connected Real-Time Delivery)
Prior to undertaking the White Card Virtual Class must provide 3 identification documents from the list below.
No Special Arrangements
The EOI documents must comprise either:
• One (1) Category A document and two (2) Category B documents, or

• Two (2) Category A documents and one (1) Category B document.
At least of your documents must be a Category A document with your full name, DOB and photograph. Document must
be emailed through to EOT and approved prior to the learner attending a class. All documents are stored securely on
the learner’s account and will be used to authenticate the learner’s identity when they enter the virtual classroom.
Special Arrangements - Aboriginal and Torres Strait Islanders
The identity of the person may be verified by producing at least one Category A or Category B document and written
statements from two authorised referees. Authorised referees for Aboriginal and Torres Strait Islanders include:
• Chairperson, secretary or CEO of an incorporated Indigenous organisation (including land

• councils, community councils, housing organisations etc.)
• Community development employment project coordinator
• School principal/counsellor
• Minister of religion
• Treating health professional or manager in Aboriginal medical services
• Centrelink staff, Centrelink agent or government employee of at least five years.
The authorised referee is to verify the person’s identification by providing a written statement on organisational or
company letterhead. The written statement must include:
• the person’s full name, current address and date of birth

• evidence that the authorised referee has witnessed the person’s signature
• the period the authorised referee has known the person and how they have known the person (e.g.
professionally or personally)
• the authorised referee’s signature and date.
Special Arrangements - Secondary school students
The identity of the student may be verified by sighting one of the following original documents:
• Australian birth certificate issued by the Registry of Births, Deaths and Marriages
• Australian citizenship certificate
• International travel documents including a current passport or a passport that has expired but has not been
cancelled within the preceding two years
• Australian learners permit or drivers licence (current).
AND a written statement signed by one of the following school officials:
• principal or deputy principal

• head teacher or deputy head teacher
• secretary or deputy secretary
• chief administrator or deputy chief administrator.
The statement must be written on the school letterhead and include the student’s full name and date of birth, and
confirming the student attends the institution.
OR
The identity of the student may be verified by producing at least one Category A or Category B document and
sighting a student ID card issued by the school containing the school crest/seal or stamp. The student ID card must
have the student’s photo, name and date of birth.
Special Arrangements - Temporary overseas workers
The identity of the person may be verified by producing:
• a current passport, and

• a current work visa.
and one of the following:
• overseas drivers’ licence

• overseas financial institution card
• overseas birth certificate.
CPCWHS1001 - Prepare to work safely in the construction industry - NSW Only (Connected Real-Time Delivery)
RTOs are required to complete a 100-point evidence of identity (EOI) check for each learner immediately prior to
commencing training. The applicant is required to show the RTO delegate original EOI documents that add up to at
least 100 points. The point system is outlined in the EOI Table which can be found here:
https://www.safework.nsw.gov.au/__data/assets/pdf_file/0005/59126/V3-EOI-SW08447-1217-393519-INT.pdf
Prior to being allowed entry to the virtual classroom learners will be required to show the EOT delegate the original
copies of their EOI in a private meeting room so the EOI form can be completed. Learners who are not able to provide
or show suitable EOI will not be permitted entry to the classroom and will not be entitled to a refund.
NSW License and Advanced Licensee Training

Prior to commencing their class learners must provide a piece of current and acceptable photo identification. This may
be submitted through their EOT account, email or by mail. All documents are stored securely on the learner’s account
and will be used to authenticate the learner’s identity when they enter the virtual classroom.
Conduct Policy
EOT prides itself on its culture of academic integrity. All learners are expected to maintain high standards of academic
honesty and integrity. A learner may be excluded from a course, class or an assessment for any of the following
reasons:
• Failure to meet requirements;

• General misconduct; or
• Academic misconduct
Academic Misconduct
Academic misconduct is defined as attempts by learners to cheat, plagiarise or otherwise act dishonestly in undertaking
training or an assessment task or assisting other learners to do so.
Learners are considered guilty of cheating if they seek to gain advantage by unfair means such as copying another
learners’ work, or in any way mislead a Trainer/Assessor about their knowledge, identity, ability, or the amount of
original work they have done. This may also include breaching or subverting any process for undertaking assessment
tasks, compromising the assessment activities of other learners, or impersonating a learner or facilitating a person to
impersonate a learner in any assessment activity.
For the purpose of assessment preparation and submission, learners are not permitted to work in collaboration with
others. This does not prevent EOT Trainers and Assessors from providing support for learners through the assessment
process.
Any attempt or conspiracy to attempt academic misconduct is still academic misconduct, regardless of whether or not
the attempt was successful.
Where it can be demonstrated that academic misconduct has occurred such that compromises the authenticity of the
person undertaking the assessment or the validity of the assessment process, the learner will be required to repeat all
assessment again with additional authentication requirements. Where learners repeatedly attempt misconduct, fail to
meet the authentication requirements or assessment requirements, or the learner is determined to be responsible for
EOT being unable to rectify the misconduct their enrolment may be cancelled.
Where academic misconduct is identified after the completion and issuing of the certification, any certification that has
been issued may be cancelled. The learner will be issued with a Notice of Intention to Cancel Certification, which will
require them to respond to the alleged academic misconduct. Where certification is cancelled, any and all licensing
regulators will be notified accordingly.
General Misconduct
Learners are expected to respect other learners and staff so that learning and teaching can take place freely, safely and
without barriers due to the misconduct of others. Instances of General Misconduct are regarded as a breach of the
Academic Conduct Policy.
General Misconduct includes (but is not limited to) a learner who whether unintentional or deliberate:
• harasses, intimidates or threatens another learner, member of staff, visitor to EOT, or any other person while
the engaged in study or other activity as an active learner because of race, ethnic or national origin, sex,
marital status, sexual preference, disability, age, political conviction, religious belief or for any other reason;
• interferes with learners or staff or prevents or disrupts learning;
• displays lewd or unacceptable behaviour to other learners or staff;
• disobeys/fails to comply with contractual or legal requirements;
• misuses facilities including computing or communication equipment or facilities;
• damages or steals EOT property (including Intellectual Property) or the property of others;
• alters/defaces EOT documents or records;
• behaves in a way which contravenes any rules or acts;
• wilfully disobeys or disregards any lawful order or direction;
• refuses to identify themselves, when lawfully asked to do so by a staff member of EOT;
• fails to comply with any penalty imposed for breach of discipline;
• obstructs any member of staff in the performance of their duties;
• acts dishonestly or gives false or misleading information at any stage in relation to admissions to EOT;
• fails to notify EOT of a change to their circumstances that may affect their eligibility to complete training with
EOT, whether unintentional or deliberate;
• alters any documents or records;
• breaches any confidence of EOT or;
• prejudices the good name of EOT or otherwise acts in an improper manner
EOT has the right to collect evidence of such misconduct and may report any criminal acts committed by its learners to
the relevant authorities.
EOT’s Responsibilities
• Learners must be treated fairly, with dignity and with due consideration to their privacy;
• Learners are to be regarded as innocent of the alleged misconduct until they have either admitted to it or been
found by proper inquiry to have so behaved;
• Past misconduct is not evidence that a learner has behaved in the same manner again; and
• Each case is dealt with on its own merits and according to its own circumstances with the proviso that the first
instance of misconduct will be penalised more leniently than subsequent instances of misconduct.
Penalties
• Penalties imposed will take into account the nature and the extent of the misconduct;
• Penalties imposed will take into account the learners’ stage in the learning process;
• Penalties imposed will take into account the conventions of the field of study;
• A learner’s second offence is penalised more severely than their first offence and a third offence will result in
exclusion from EOT;
• The following penalties may be imposed:
• A formal caution being issued;
• A requirement to re-sit an assessment or undertake additional assessment, at additional cost to the learner;
• Cancellation of enrolment regardless of progress;
• Exclusion from future enrolment with EOT; and/or
• Report incidents that are not compliant with EOT’s Academic Conduct Policy to the appropriate regulator,
including un-rectified misconduct, where required by regulations or licensing conditions.
Refunds for breach of the Academic Conduct Policy
In the event that it is determined a learner has engaged in Academic Misconduct or General Misconduct and the
penalty deemed appropriate for the learner is cancellation of enrolment, resulting in the learner being unable to
receive the unit of competency or exclusion from EOT’s courses, EOT will review the offence to determine if there are
grounds for a refund.
Whether or not a refund is granted is at the discretion of EOT. A decision will be made in line with EOT’s Refund Policy.
If a refund is granted, EOT will deduct an administration fee from the refund amount for time and resources used in
providing administrative support services to the learner. The administration fee is 50% of the course(s) and any other
relevant fees (current 01/01/2019).
Notifications & Appeals

● Learners are notified in writing of penalties as a consequence of any failure to meet the requirements of the
Academic Conduct Policy
● The grounds for appeal are:
o Procedural irregularities, and/or
o Factual errors on which the decision was based, and which were of such magnitude as to invalidate
the decision
● Appeals must be lodged with the in writing, at appeals@eot.edu.au within 20 days of the date of the learner
being notified of the consequence. The review process will commence within 10 working days from the date of
receipt of the learner’s appeal.
● Process for making an appeal depends on the nature of the alleged misconduct. It may require one of the
following:
o A written statement
o A statutory declaration
o Evidence disputing the charge of misconduct
Completion
SITHFAB021 - Provide responsible service of alcohol - VIC, QLD, WA, SA, NT, ACT, TAS
CPCWHS1001 - Prepare to work safely in the construction industry - All states and territories (Online delivery only)
Once the learner has completed the free, knowledge-based assessment within the free online component of the
course, they are offered formal enrolment in the full, nationally recognised program. This requires completion of a
formal enrolment process, including payment of the course fees, and undertaking additional assessment activities.
● Learners generally complete the free, knowledge-based assessment within an average of 3-6 business hours.
● Learners generally complete the oral/verbal skills assessment within an average of 30 minutes.
● Learners generally complete the interactive, industry-realistic simulated workplace assessment, within an
average 30 minutes (RSG/RCG only)
Enrolment process includes:
● Providing all required enrolment details;

● Unique Student Identifier (USI) creation and/or verification;
● Upload of accepted identification documents (where required);
● Submission of electronic signature (where required);
● Approval of any identification documents, applications and declarations; and
● Payment of all relevant fees.
SITHFAB021 - Provide responsible service of alcohol - VIC
To work in VIC learners must hold a VIC RSA certificate issued by VCGLR. VCGLR recognises the nationally accredited
unit SITHFAB021 Provide responsible service of alcohol and learners who have successfully completed this unit may use
their Statement of Attainment certificate to apply for a VIC RSA certificate. EOT advises learners of the option to apply
for recognition of the national unit of competency with VCGLR, however as this is external EOT cannot advise or assist
learners with the progress or outcome of their application. Learners are responsible for complying with VCGLR’s criteria
for recognition of the national unit and completing any required steps as part of that process.

Once the learner has completed the free, knowledge-based assessment within the free online component of the
course, they are offered formal enrolment in the full, nationally recognised program. This requires completion of a
formal enrolment process and additional assessment activities.
● Learners generally complete the free knowledge-based assessment within an average of 3-6 business hours.
● Learners generally complete the verbal/oral assessment within an average of 30 minutes.
In addition to the USI creation and/or verification and the provision of identification documentation, which the learner
is required to submit at the commencement of the course, additional enrolment processes include:
● Upload and approval of any identification documents, applications and declarations; and
● Payment of any relevant fees.
Prior to any certification taking place, all learners have completed the training required and have received a result of
satisfactory in all assessment requirements and deemed as competent, all enrolment details finalised, including
obtaining a Unique Student Identifier (USI) (where relevant and an exemption does not apply), acceptable and current
photo identification submitted and verified, and any relevant fees paid. Once this is finalised the learners’ details are
submitted to Liquor & Gaming NSW Online Course Management Portal (OneGov portal) within one business day, and
learners will be emailed their Statement of Attainment and copy of their RSA Interim Certificate, which contains
instructions on obtaining an RSA Competency Card.
NSW Responsible Supply of Alcohol Training (RSAT)

Once the learner has completed the free RSAT Learning they will be able to enrol and make payment in order to be
issued a Certificate of Attendance. This certificate is evidence that the learner has attended and successfully completed
the learning portion of the RSAT course. It is not an RSAT certificate and cannot be used as such.
Only Liquor & Gaming NSW can conduct the RSAT assessment and issue certification. Upon completion of their RSAT
Learning learners will be provided detailed instructions to assist them with completing their assessment with L&GNSW.
In order to be issued their RSAT certificate learners will need to:
● Purchase the NSW RSAT Assessment Only directly from Liquor & Gaming NSW.
The learner is responsible for the payment of any relevant fees to TAFENSW or Liquor & Gaming NSW for this
product.
● Provide details of their RSAT Learning during checkout.
The Certificate of Attendance will contain all details the learner is required to provide to confirm they have
completed their RSAT learning.
● Successfully complete RSAT Online Assessment
CPCWHS1001 - Prepare to work safely in the construction industry - QLD
CPCWHS1001 - Prepare to work safely in the construction industry - NSW
NSW Licensee and Advanced Licensee Courses - NSW
Attendance and completion of the virtual class may only form part of the course. Learners must complete the full
course including but not limited to the:
● Payment of any relevant fees;

● Completion of pre-class tasks;
● Successful attendance and completion of the class and all assessment tasks;
● Link to Visa Entitlement Verification Online (VEVO) to confirm eligibility for enrolment (where applicable);
● Upload and approval of any identification documents, eligibility documents, applications and declarations;
● Payment of any relevant fees.
Upon successful completion all learners are issued any PDF certification within 1 business day. For further information
on the licensing process for each relevant White Card Virtual Class please refer to Issuing of White Cards.
Other Industry Courses

This refers to any other courses which do not require a learner to complete external tasks and any certification is issued
directly by EOT. Upon completion of all course requirements (including any enrolment or eligibility related
requirements) and payment the certification will be issued. If a learner is required to complete any external
assessments, tasks or applications EOT will inform the learner of this prior to enrolment. Upon completion EOT will
direct learners to any external requirements and provided any required evidence to assist with this.
To help EOT to improve and maintain the quality of its courses, learners will be asked to fill out a learner feedback
form. This information will then be collated and used for continuous improvement purposes.
Unique Student Identifier (USI) Policy

Purpose
To ensure the Privacy Act 1988 and Student Identifiers Act 2014 obligations and responsibilities, and that data provision
requirements relating to USI’s are met.
Scope
This policy applies to all courses, all enrolled learners of EOT who are current or new as of 1 January 2015, and who are
either residents of, or have a current visa that provides permission to study in Australia (please see the “Overseas
Students Policy” for details of restrictions that apply to the enrolment of people who hold certain subclasses of visa).
Policy
EOT implemented the national requirements for the Unique Student Identifier from 1 January 2015. EOT adheres to all
legislative requirements under the USI legislation and regulations and any amendments; this includes all Privacy
requirements. It is important to point out that:
If you are exempt from providing a USI, your records may not appear on your transcript.
USI records started with training received in 2015 – they do not include training delivered before you had a USI. EOT
lodges USI records quarterly, so you may need to rely on the Statement of Attainment and/or other documents
provided by EOT until your training is lodged and available on your USI transcript
If something seems to be missing or wrong on your USI transcript check in relation to your EOT course, you must
contact EOT in writing and seek a correction.
Only the training organisation who provided your course can make corrections to your training records. Have your USI
handy when you contact us.
Procedure
● All learners are required to provide their USI before being issued a Statement of Attainment
● Learners are provided with the following information:
o What is a USI?
o How to apply for a USI – with a link to the USI website;
o A short checklist to help the learner identify if they are exempt from needing a USI; and
o A link to the USI website for more information.
● Learners can skip this step and submit their enrolment information without their USI, but until they add their
USI to their enrolment data they will not be issued a Statement of Attainment.
● If a learner chooses to skip this step, they are sent an email outlining how to add their USI though their
account at www.eot.edu.au
● USIs are validated automatically and securely against the USI database using software installed on EOT’s web
server.
● The learner is immediately notified if the USI they have provided is incorrect and are able to make additional
attempts to submit a valid USI.
● The privacy of USI is protected within all administrative tasks.
● USI information is submitted as part of EOT’s regular AVETMISS reporting to the relevant training authorities.
Issuing of Statements of Attainment

EOT issues Statements of Attainment as prescribed by Australian Qualifications Framework and the Standards for
Registered Training Organisations (RTOs) 2015 only for courses listed on its scope of registration, as published on the
national register: www.training.gov.au.
● Statements of attainment clearly identify the units of competency achieved (including codes) and identify EOT
by its national training provider identification number.
● The NRT logo appears on all AQF certification documentation, in accordance with the guidelines for the use of
these logos.
● Statements of Attainment are issued in accordance with the guidelines and rules defined within each Training
Package.
● EOT will issue Statements of Attainment within 28 days of the learner’s successful completion of all
assessment activities, provision of any additional applicable documents, confirmation of payment in full, and
verification of the learner’s identity.
● Evidence of achievement of competency must be retained by EOT for each learner, in order to issue the
Statement of Attainment. Evidence may be obtained through delivery and assessment, recognition of prior
learning and/ or credit transfer.
The following process takes place to ensure that Statements of Attainment are only issued once all the relevant
requirements have been met:
● Completion of units is progressively and automatically recorded in the learner management system.
● Statements of attainment are not issued unless the learner has:
o Satisfactorily completed the assessment;
o Provided all required enrolment information;
o Provided their USI and had it verified;
o Completed payment; and
o Provided any additional documentation as required by EOT and had it verified if required. This may
include, but is not limited to identification documents, statutory declarations, or documentation as
required by licensing arrangements.
Provided all evidence is received and approved a Statement of Attainment is automatically produced and issued by the
EOT system.
A register of all statements of attainment is maintained in the EOT database. Each learner can access their own records
at any time through their EOT learner account. All records can be accessed by EOT staff through the EOT’s learner
management system.
Evidence of outcomes, learner documents and Statements of Attainment are maintained for a period of 30 years in
electronic format.
In some states learners may be required to complete or obtain an additional license, certificate or card to enable them
to work. EOT will make reasonable efforts to inform learners of relevant external requirements however learners are
responsible for complying with any external requirements. Unwillingness or inability to complete the external
requirements does not invalidate any training or certification issued by EOT.
Issuing of White Cards

WA White Cards
In order to complete the White Card course online and receive a WA White Card, learners must be located in WA at the
time they complete the course. Learners may be required to provide evidence of being located in WA while completing
the course.
TAS White Cards

Learners completing the TAS White Card course online or in a class will be provided with a Statement of Attainment
only upon completion. To receive a TAS White Card the learner will need to visit a Service Tasmania Shop to lodge their
application and must comply with all jurisdictional requirements to be eligible to receive a TAS White Card.
To lodge an application the learner will need to take the following documentation to a Service Tasmania Shop and pay
the appropriate fee:
● A completed application form;

● A copy of the Statement of Attainment (certificate) confirming the successful completion of the course. This
must include your name, RTO number, date of issue and training unit; and
● Your evidence of identity documents.
EOT will provide you with the application form and the Statement of Attainment (certificate) upon successful
completion of all the course requirements. Your application fee is not included in the course fee and the payment must
be made directly to Service Tasmania.
An application for a construction induction card must be made within 60 days after the issue of the training
certificate. Service Tasmania will review the documentation and forward it to WorkSafe for processing. If you do not
receive your card within 60 days from lodgement, you will need to contact WorkSafe.
QLD White Cards

EOT has been granted approval to issue QLD White Cards to QLD residents who complete the White Card course via
connected real-time delivery (virtual class). Learners must be located in QLD while completing the course and confirm
their eligibility during enrolment. Learners must also be able to provide evidence of their eligibility.
Learners take full responsibility for fulfilling the sanctioned requirements or providing the necessary evidence required
to be issued their White Card. If the learner is not able to fulfil the outlined requirements for their state’s White Card,
they will not be entitled to a refund.
Upon successful completion of the full course, including payment, enrolment and any mandated assessment, EOT will
issue the learner with a QLD White Card (GCIT Card) within 1 business day. EOT will produce the card and post it out to
the learner’s shipping details. All card details are recorded and reported to the regulator monthly as per our agreement
conditions.
NSW White Cards

As of January 2021, EOT has been granted approval to deliver the NSW White Card course by Connected Real-time
Delivery (virtual class). Learners must be located in NSW while undertaking the course in order to be eligible to receive
a NSW White Card. Learners may be required to provide evidence of being located in NSW while completing the course.
Within 1 business day of completing the course and the EOI & Record of Training form learners will be issued with a
Statement of Training which will be mailed out to the learner. EOT will then lodge the applicant’s details on OneGov for
a White Card (GCIT card) to be issued to them. EOT does not issue, print or mail out the NSW White Cards.
Course Fees
Information on fees is available through our website. This information includes:
• Course fees plus any other additional costs; and

• Payment terms, including the timing and amount of fees to be paid.
EOT safeguards participant fees and has a Refund Policy that is fair and equitable. For more information, please refer to
the Refund Policy within this handbook.
If learners purchase multiple courses in a bundle any courses that have not been commenced will be shown as pre-paid
until the learner enrols for that course.
Payment can be made by credit card, debit card, PayPal, Afterpay or BPay.
As an RTO we will not collect fees more than $1,500 in advance.
EOT will beat a competitor’s price by 10% under the following circumstances:
• The item in question is a nationally recognised course (learning and assessment);

• The competitor’s course is for exactly the same course as the one we are providing;
• The price is for a single course, not a bundled discount;
• The fee for your course has not already been paid (we will not refund to provide a discount).
Course Fees – Current as of 18/02/2023

The following prices are our standard prices per learner (Please note that in some cases prices may be reduced for
promotional reasons):
CPCWHS1001 Prepare to work safely in the construction industry or equivalent (White Card)
Online Course $59.00
Virtual Class (Connected Real-Time Delivery) NSW $320.00
Virtual Class (Connected Real-Time Delivery) QLD $320.00
Replacement White Card $30.00
Printed Statement of Attainment $12.00
SITHFAB021 Provide responsible service of alcohol (RSA)
Online: QLD, WA, SA, NT, ACT, TAS $49.00
Online: VIC, QLD, WA, SA, NT, ACT, TAS $80.00
Online: NSW $190.00
Printed Interim Certificate (NSW) $12.00
SITHGAM022 Provide responsible gambling services (RGS/RSG)
Online: QLD, WA, NT, TAS $49.00
Licensee Training Course (NSW) $650.00
Advanced Licensee Training Course (NSW) $650.00
Additional Fees
Additional fees may apply for Virtual Classes to cover additional costs or rebooking. Additional fees may apply for online
courses if a learner wishes to raise their service level in order to meet a specific deadline.
Additional fees do not form part of the course fee and are not transferable between courses or purchases and are only
applicable to the purchase or booking they were originally applied to.
Fee prices are calculated based on the course fee and are subject to change. Last Minute Booking and Weekend/Public
Holiday fees are shown to learners on the Class Schedule and prior to booking or payment.
Priority Service Fees
Learners may also choose to pay for an optional higher service level in cases where they have a restrictive or urgent
deadline (See "Priority Service" for details on this service and optional additional fees)
Rebooking Fee
Fee is incurred should a learner fail to attend to pass their Virtual Class OR cancels their booking with 48 hours of their
scheduled class. The rebooking fee is 100% of the applicable course fee.
Last Minute Booking Fee
Fee is incurred for bookings made within less than 24 hours of the scheduled Virtual Class.
Weekend/Public Holiday Fee
Fee is incurred for Virtual Class bookings scheduled on weekends or public holidays.
Payment Methods
With the exception of the NSW RSA Online course, you will only be asked to make a payment for a course once you
have completed free component of the course and the enrolment process. Payment of this fee provides entry into the
nationally recognised component of the learning and assessment, that leads to the issuance of your Statement of
Attainment and any additional documentation. You can pay through your EOT account, or you can call one of our staff
on (02) 8259 0320, if you are having trouble making payment.
You have four different payment options available to you:
Credit/Debit Card
Credit card payments are processed instantly. Once the payment is made, if you have finished all the requirements of
the course, for example, all assessment tasks, submitting your statutory declaration and certified ID for the White Card,
you will automatically be sent your certificate and receipt of payment. Credit card payments attract an additional
payment processing fee.
PayPal
PayPal works very similarly to paying with a credit card. You can pay with your PayPal account or using a credit or debit
card through the PayPal merchant facility. PayPal payments may not always process instantly. This depends on your
account with PayPal. Please be aware of this before you choose to make a payment in this manner as your enrolment
will be delayed until payment is processed. PayPal payments attract an additional processing fee.
Afterpay
Learners can pay for certain training services and products using Afterpay. In order to make a payment through
Afterpay learners must have an active Afterpay account. Successful Afterpay payments are received and applied to the
learner’s account instantly. Should a learner be eligible for a refund EOT will process the refund through Afterpay.
BPAY
To make a BPAY payment you will need to enter the BPAY Biller Code and Customer Reference Number (CRN) provided
to you on your learner account when you are transferring from your online banking system.
BPAY Processing Times

It takes 1-3 business days for BPAY payments to clear. Once we receive the payment it is applied to your account
automatically and you will receive a paid invoice via email.
Priority Service
Learners may also choose to pay for an optional higher service level, Priority Service, which is applied to their account
for a set duration. While Priority Service is active the learner can use it to complete as many EOT courses or applications
as they like.
Priority Marking & Document Review

When using Priority Service, the following will be reviewed/marked within two (2) Priority Service hours of being
received by EOT:
• Written assessment items

• Audio/verbal assessments
• Video assessments
• Identification documents
• Visa verification documents
• Forms & Declarations
• Preparation tasks
Priority Assessment Bookings

When using Priority Service, eligible learners will have access to bookings reserved for Priority Service holders.
Priority Service Hours

All times are in Sydney time and are subject to our regular operating hours, not including public holidays.
Monday to Friday 9AM to 5PM Items received before 3PM will be marked the same day
Saturday to Sunday 11AM to 1PM Items received before 11AM will be marked the same day
Priority Service Fees

Fees are based on the duration the learner has access to the service.
24 Hours $105.00
5 Days $115.00
1 Month $125.00
Money-Back Guarantee
Subject to the Terms & Conditions EOT will refund your Priority Service fee if we fail to meet the timeframes for priority
marking/review.
Refunds
Pursuant to the Australian Consumer Laws (ACL) refunds will only be given if the below criteria has been met:
• EOT is unable to deliver a course for which a learner has paid fees; or
• The learner has paid to EOT an amount greater than the course fee(s) as advertised at the time of enrolment;
or
• The learner is otherwise entitled to a refund pursuant to the ACL.
EOT is legally required to abide by conditions of approval to deliver courses online; these conditions are enforced by
regulatory agencies and are subject to change. Regulatory requirements and changes are outside EOT’s control.
Notwithstanding a learner’s rights under the ACL, refunds cannot be given for any of the following alternative reasons
not prescribed as grounds for a refund under the ACL:
• Failure to review and consider all information presented on the EOT website prior to enrolment
• Change of mind
• Incorrect choice
• Change of circumstances
• Financial hardship
• If you make a payment but want or have seen a different price elsewhere
• Unwillingness or inability to comply with the requirements of a relevant course
• Employer or organisation not accepting a government recognised course
• Academic or general misconduct
Where a refund is not required by the ACL, refunds will not be provided unless requested within ninety (90) days of the
payment being made.
Where it is proven that a learner has paid to EOT an amount greater than the course fee(s) as advertised at the time of
enrolment, EOT will refund to the learner the amount which is the difference between the advertised course fee and
the amount paid by the learner.
Where regulatory changes may have impacted course conditions and/or requirements so as to cause learners loss or
disadvantage, learners may not be entitled to a refund. EOT will inform learners of the nature of the changes, and of
changes to course requirements and/or conditions, including timeframe and teach out or transition provisions. As any
loss or disadvantage to the learner is not caused by EOT directly, there are no grounds for granting a refund.
Learners are advised to consider all information provided on the EOT website, including the FAQs, course information,
resources, instructions, the Learner Handbook, the Fees and Charges Policy and this Refund Policy, when considering
enrolment into a course.
Where a refund is granted, such refund will also require cancellation of any Statements of Attainment or other
documentation issued due to non-completion by the learner. Where any printed documentation has been issued, for
example the Construction Industry White Card, the learner will be required to return the documentation to EOT, before
the refund can be finalised.
Where a learner has purchased a bundle and wishes not to complete one or more of the bundled courses, if a refund is
granted in accordance with this Refund Policy, the bundle discount will be deducted from the amount of the eligible
refund.
EOT provides a ten (10) day cooling off period, where a course has been purchased and the learner has not yet
commenced that course. The cooling off period is deemed to be waived if the learner commences their course
including completing enrolment, completing and/or submitting pre-class tasks and/or submitting assessment material
for that course.
The ten (10) day cooling-off period for White Card replacements is waived upon the submission of the required
Statutory Declaration form or Statement of Attainment.
Complaints
EOT strives to maintain a culture that views complaints as an opportunity to improve our products and learner support.
Our goal is to ensure all complaints are resolved promptly, objectively and with sensitivity while in a manner that aims
to prevent future complaints from recurring.
The purpose of EOT’s Complaints and Appeals process is to provide every learner with an opportunity to easily engage
with EOT in a clear and structured manner that ensures the best outcome for both parties. This helps to ensure any
concerns, feedback or appeals are addressed by the appropriate person and all relevant details are collected and
recorded.
When a learner feels that their experience with EOT has not met their expectations, regardless of whether the
complaint is academic or non-academic in nature, they are able to submit a complaint.
Academic matters refer specifically to matters which relate to a learner’s progress through a course or related
assessments. This may include:
• Course content
• Learner support
• Assessment activities
• Assessment decisions
Non-academic matters refer to those which do not relate to a learner’s progress through a course and are generally
administrative in nature. Examples of non-academic complaints may include:
• Course advice or enrolment

• Fees and charges
• Record keeping
• Marketing or promotion
Wherever possible, EOT encourages learners to resolve any queries, concerns or appeals with the appropriate team. If
the matter cannot be resolved through mediation between the Learner and the Trainer, Assessor or Support staff, it will
be referred to the Complaints Handling Officer or delegated person(s) for further investigation. When this occurs, the
formal complaints handling process will be followed.
Complaints Handling Process

• All complaints are handled promptly, objectively, fairly, and confidentially.
• Internal complaints and appeal services are free of charge.
• A learner must notify EOT of the nature and details of their complaint or appeal either:
o by an email to complaints@eot.edu.au, or
o by completing our Complaints & Appeals Form at www.eot.edu.au/complaints
• Written complaints and appeals are referred to EOT’s Complaints Handling Officer or delegated person(s).
• A complainant will receive a confirmation email upon lodgement of a complaint or appeal
• Formal complaints handling process will begin within 10 working days of the lodgement date of a complaint or
appeal.
• Once the decision has been made regarding the complaint or appeal, the learner will be provided with a
written outcome of their case, and action to be taken. A copy will be kept on EOT’s file and on the learner’s
file.
• EOT will implement the decision and any required corrective and/or preventative action immediately.
• EOT aims to finalise all formal complaints within 20 working days. However, in the unlikely event when the
process takes more than 30 working days to finalise, the parties concerned will be given written explanation
for the delay.
• A learner must exhaust the RTO’s internal complaints and appeals process before lodging a complaint with
external bodies.
• EOT is unlikely to consider a complaint from a former learner whose enrolment was finalised six (6) months or
more prior to the time of lodging the complaint unless special circumstances apply.
• EOT will make all reasonable effort to resolve the complaint in a timely manner. Where a complainant has not
responded to communication from EOT for a period of 60 calendar days, the complaint will be deemed ‘closed’
and no further action will be taken by EOT unless or until the complainant recommences communications.
• As a result of the complaint or appeal EOT will identify potential causes of the complaint or appeal and take
appropriate action to eliminate or mitigate the likelihood of occurrence. All complaints are used to stimulate
organisational improvements.
External Appeals
If the complaint remains unresolved, the complainant is able request a review from an appropriate independent third
party by contacting the National Training Complaints Hotline: Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally
or via email: skilling@education.gov.au.
It is not the role of the Australian Skills Quality Authority (ASQA) to act as an advocate for individual learner complaints.
Where a learner submits vexatious or multiple unfounded complaints, EOT may consider the learner to be in breach
of the Conduct Policy and the Misconduct Procedure may apply.
Shipping & Re-Delivery

Shipping Fees
Shipping prices for regular delivery inside Australia are included in the prices unless otherwise indicated.
Some courses such as the RSA and RSG do not require the shipping of any items unless additional products are
purchased.
Domestic & International

Shipping is available to all countries.
Delivery Timeframes
Delivery timeframes are calculated from the date your order was shipped.
● Aus Domestic Regular Post 3-6 Business Days

● Aus Domestic Express Post 1-3 Business Days
● International Post 10-15 Business Days
Return to Sender (RTS) Timeframes

RTS timeframes are calculated from the date your order was shipped.
● Aus Domestic Regular Post 14 Business Days

● Aus Domestic Express Post 7 Business Days
● International Post 30 Business Days
Re-Delivery Window
The re-delivery window is:
● After the relevant RTS timeframe has passed, AND

● Before 90 business days have passed since your order was shipped
Order Re-Delivery
Free Re-Delivery
Free domestic standard re-delivery is available if any of the following situations have occurred. For a detailed
breakdown of the costs of reproduction and re-delivery please see “Cost Details” below.
Situation 1
• A mistake was made by Express Online Training with the shipping of the order or the order contents
Situation 2
• The learner has purchased Delivery Insurance from Express Online Training in the original order, AND
• The item has arrived and is correct, but damaged
Situation 3
• The learner has purchased Delivery Insurance from Express Online Training in the original order, AND
• We are inside the Re-Delivery Window, OR the order has been returned to our return address, AND
• The address provided for the previous delivery attempt does not need to be altered, AND
• A free re-delivery attempt has not already been made at this address
Cost Details
● Order reproduction: FREE
● Domestic Standard Post: FREE
● International Shipping: Half Price
Other Re-Delivery
If none of the above FREE delivery criteria fit your situation you will need to pay a fee, before Express Online Training
will re-send your order. Please see below for how the fees are calculated.
Order Reproduction
• FREE:
o The order has arrived and is incorrect or damaged; or
o The order has been returned to Express Online Training’s return address; or
o We are inside the Re-Delivery Window, AND Delivery Insurance has been purchased from Express
Online Training in the original order.
• Full Price - In all other circumstances order reproduction will be full price. Full price for order reproduction
means. The same price that was originally paid for any physical product such as:
o Certificates
o Statements of attainment
o Paper forms
o Other physical products
• Replacement cost for any White Cards. There is a process and a cost involved in replacing a missing white card
which is lower than the original cost.
Domestic Standard Post

• FREE if the postal address that was provided to Express Online Training for the original order does NOT need to
be changed for redelivery
• In all other circumstances, there will be a shipping and handling fee
Special Delivery
International Post
EOT can organise to post your items overseas at an extra cost. Please contact us so we can discuss if this is a suitable
option for you.
Express Post
EOT can organise to post your items via Express Post at an extra cost. Please contact us so we can discuss if this is a
suitable option for you.
Statement of Attainment Replacement

If you have misplaced your Statement of Attainment from an EOT course, please log into your account to download
another copy or contact us to request a copy to be sent to you electronically.
If you purchased a hard copy of your Statement of Attainment and wish it to be replaced, you will need to purchase the
Statement of Attainment again. You can repurchase an original order by calling or emailing with the request. Once the
payment has been processed, your order will be printed and posted within one business day.
After verifying your identity, within 7 days, EOT will either:
• Issue a replacement Statement of Attainment, or

• Contact you explaining why we cannot reissue your Statement of Attainment and what your options are.
White Card Replacement
EOT has an agreement with WorkSafe QLD and WorkSafe WA to provide replacement GCIT/White Cards for lost,
damaged or stolen GCIT cards.
Applicants must meet the following criteria to be eligible to replace their GCIT card under a respective regulator.
QLD WorkSafe
• Applicant must provide evidence of completing White Card training for CPCWHS1001 or equivalent;
• Applicant must have completed their training within the past 2 years or has worked in the construction
industry within the past 2 years;
• Applicant must provide sufficient Evidence of Identity documents to verify their identity; and
• Applicant must have been in QLD when they completed White Card training.
WA WorkSafe
Applicant must have been issued a White Card previously by EOT. This only applies to White Cards directly issued by
EOT to the applicant (QLD or WA cards only), this does not apply to a card issued by a state regulator following
successful completion of training with EOT (NSW, VIC, TAS or NT).
If EOT issued your White Card directly and we will replace your white card for you if your White Card was:
• Lost, or
• Damaged, or
• Not Delivered, or
• Provided with incorrect details
NOTE: If you have NOT previously had a White Card, or your White Card has expired you MUST complete the Full
Course.
Replacement Fees
The details (such as whether or not a fee is payable) depend on whether your card has been lost, damaged, not been
delivered, or contains an error.
For more information concerning applicable fees please refer to our Shipping and Re-delivery Policy available in this
handbook and on our website.
Replacement Process
1. Enter your details and complete payment at www.eot.edu.au/lost-white-card/, OR contact EOT by email or
phone;
2. Complete online declaration and provide details about your previous card or training in order to confirm
applicable replacement process;
3. Where applicable upload evidence of eligible training and identity;
4. EOT will review your documents; and
5. Once approved you will receive your new White Card number instantly by email, and your actual White Card
will be shipped to you the next business day.
Replacing a White Card Statement of Attainment

Please note that seeking a replacement of your white card is only for the replacement of your White Card and does not
provide you with an additional or new Statement of Attainment for CPCWHS1001 Prepare to work safely in the
construction industry or any equivalent units.
If you wish to replace your Statement of Attainment please contact the Registered Training Organisation (RTO) who
originally issued you the Statement of Attainment. You may also complete the vocational competencies required to
obtain the White Card by completing the Online White Card Course.
Overseas Students Policy

An “Overseas Student” is defined in the ESOS Act 2000 as a person (whether inside or outside Australia) who holds a
student visa (as defined in regulation 1.03 of the Migration Regulations 1994)
This includes the following subclasses of visa:
• a Subclass 500 (Student) visa;

• a Subclass 570 (Independent ELICOS Sector) visa;
• a Subclass 571 (Schools Sector) visa;
• a Subclass 572 (Vocational Education and Training Sector) visa;
• a Subclass 573 (Higher Education Sector) visa;
• a Subclass 574 (Postgraduate Research Sector) visa;
• a Subclass 575 (Non-Award Sector) visa;
• a Subclass 576 (Foreign Affairs or Defence Sector) visa.
As of July 29th, 2021, VET providers are able to offer certain exempt courses to Overseas Students without registering
with CRICOS (Commonwealth Register of Institutions and Courses for Overseas Students) as per the Education Services
for Overseas Students (Exempt Courses) Instrument 2021.
These exempt courses include, but are not limited to, the following units:
• SITHFAB021 Provide responsible service of alcohol;

• SITHGAM022 Provide responsible gambling services; and
• CPCWHS1001 Prepare to work safely in the construction industry
EOT can offer these courses to Overseas Students from 29/07/2021 as per the exemption guidelines outlined in the
instrument.
Privacy Policy
EOT respects the privacy of its staff and learners and the confidentiality of information provided by staff and learners in
the operation and delivery of its services. You can view EOT’s detailed Privacy Policy at:
https://www.eot.edu.au/privacy-policy
Please take a few minutes to review the Privacy Policy. By using our website and our online services, you are
consenting to the collection, use and disclosure of your personal information as set forth in this Privacy Policy.
White Card (QLD)

In accordance with our license agreement with Work Health & Safety QLD, EOT must comply with those parts of
Chapter 2 of the Information Privacy Act 2009 which apply to the Regulator, as if EOT was the Regulator.
• EOT will treat any Personal Information only as authorised by law, and in relation to such Personal
Information, promptly notify the Regulator upon becoming aware of any breach or suspected breach of the
Information Privacy Act 2009.
• EOT must not transfer any Personal Information collected or accessed in connection with issuing white cards,
outside of Australia, except with the prior written consent of the Regulator.
• EOT must take any steps to prevent unauthorised use or disclosure of Personal Information collected or
accessed in connection with issuing white card that are reasonably notified by the Regulator.
Records Maintenance
EOT maintains effective, accurate, relevant records and reporting systems. Records maintenance is the responsibility of
the CEO or delegate.
EOT abides by the Privacy Act 1988 including the National Privacy Principles, and other related privacy legislation and
guidelines. Learner information is not disclosed to anyone outside EOT without the learner’s consent. Learner records
are confidential and available to the learner only on request.
EOT also complies with ASQA’s General Direction: Retention requirements for completed student assessment items.
Specifically, the direction that “An RTO is required to securely retain and be able to produce in full at audit if requested
to do so, all completed student assessment items for each student, as per the definition above, for a period of six months
from the date on which the judgement of competence for the student was made”.
EOT keeps all records of learners’ results for 30 years in electronic format.
Training Records
These are kept for at least 5 years from the date of course completion and may include but are not limited to:
• Learner enrolment details, fees and invoices

• Records detailing date and time of learning together with Trainer/Assessor details
• Forms, applications and declarations
• Proof of Identity
• All assessment instruments completed by persons undertaking assessment
• Decisions made by the RTO in relation to misconduct
• Records of any audits and their outcomes
• Records of any certification, related document numbers and document status
• Transcripts of learners’ outcomes (kept for 30 years)
• Statements of Attainment (kept for 30 years)
Most information is automatically gathered and stored when the learner enters their details and participates in their
study online. Administration Staff are responsible for maintaining and filing other information and documents. This
information is entered and stored in EOT’s learner management system and subsequently reported to the National
Centre for Vocational Education Research (NCVER).
RTO Closure
If EOT ceases to operate, it will, within 14 days of ceasing, forward all learner results, including learner records (name,
address and any identifier, such as date of birth) to the relevant Government authority. The documentation is to be a
complete, accurate and ordered copy of all learner results/details since initial registration. The records must be in the
form of an electronic copy or hard copy and include software details if appropriate. Details of Statements of Attainment
issued to learners, and a list of the competencies achieved for each learner, must be included.
Management of files and records
Archiving Files
• Hard copy files are archived chronologically for a period of 5 years.

• After 5 years, hardcopy documents are destroyed by shredding and disposed of in an appropriate manner.
Records retained for audit
The following records are kept and maintained for each registration period and are subject to audit by ASQA and other
regulators:
• Policies and procedures

• Training and assessment strategies
• Assessment policies, tools and records including all RPL records
• Complaints and appeals and their outcomes
• Evidence of continuous improvement
• Samples of completed assessments
• Evidence of staff internal professional development and assessment validation
• Evidence of learner enrolment and certification as per contractual and prescribed requirements
• Records of Professional Development
Reporting
EOT maintains processes to meet the reporting requirements stated in any of its license agreements, accreditation
conditions or with any relevant legislation. Including, but not limited to regular reporting of AVETMISS data to state and
federal bodies.
Access to Training Records

Learners can access their records at any time by logging into their account on our website. Information available here
includes:
• The learner’s personal details
• A list of courses the learner has completed
• A link to download any related invoices, certificates or other documents
• A list of courses the learner has started
• The learner’s progress in any current courses
• A link to resume the course
• The status of any forms or identification which have been submitted
Learners can also access their records by contacting our Support Team at (02) 8259 0320 or info@eot.edu.au

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Learner

Published: 7 November 2023

Distribution ☒ Internal ☒ External

RSA Express PTY LTD

● Be treated with respect and dignity

Access and Equity

Access and Equity Principles at EOT

Anti-Discrimination, Harassment & Bullying

• A learner will successfully complete the course;

• personal development or general educational purposes; or

Through the formal enrolment process, EOT:

Support and Progression

• This Learner Handbook;

• 8:00am to 8:00pm AEST - Monday to Thursday

Training and Assessment

Related Standards & Legislation

Notification of Changes to Services, Arrangements or Legislation

Some helpful tips:

Recognition of Prior Learning (RPL)

• Evidence of current competence performance, demonstration or skill test

Educational and Support Services

• Identify learner’s needs;

• 8:00am to 8:00pm AEST - Monday to Thursday

Some of the external services include:

• Provides advice and information about alternative course choices; or

Staff Training in LLN

Training & Assessment - Online Courses

RSA & RSG

SITHFAB021 - Provide responsible service of alcohol - NSW

Verbal/Oral Skills Assessments

Simulated Workplace Assessment

SITHGAM022 - Provide responsible gambling services - QLD, WA, NT, TAS

CPCWHS1001 - Prepare to work safely in the construction industry (Online only)

CPCWHS1001 - Prepare to work safely in the construction industry (Online only)

● Livestream their assessment submissions through their EOT account; or

● High visibility vest, shirt or jacket

● Accepted identification documents include:

● Try using a different device: laptop, computer, mobile phone or tablet.

COVID Safety at Work

NSW Responsible Supply of Alcohol Training (RSAT)

Assessment Progress Lockouts

Training & Assessment - Virtual Classes

● Stable connection to the internet;

● High visibility vest, shirt or jacket

NSW Licensee & Advanced Licensee Training

Prerequisites for NSW Licensee Training Course

2. Refresh or surrender NSW RCG (if applicable)

3. Must submit photo identification

4. Must read Course Handbook prior to class

5. Must complete pre-class reading and work

Prerequisites for the NSW Advanced Licensee Training Course

1. Must have previously completed NSW Licensee Training Course

2. Must submit photo identification

3. Must read Course Handbook prior to class

Terms and Conditions for NSW Advanced Licensee Training Course

Virtual Class Attendance

Non-attendance, Cancellations and Re-bookings

Verification and Authentication Processes

EOT identifies learner identity in the following ways:

CPCWHS1001 - Prepare to work safely in the construction industry (Online delivery)

● Accepted identification documents include:

The EOI documents must comprise either:

• One (1) Category A document and two (2) Category B documents, or