HANDBOOK

ABOUT OPEN EDUCATION ACADEMY
Tec Skill Pty Ltd, trading as Open Education Academy, is an established Registered Training Organisation (RTO). Our national registration code is 45055. You can find a list of our qualifications on the national register at www.training.gov.au by searching for our registration code.

Our trainers and staff are qualified and experienced in delivering training and assessment services for various qualifications. We are here to ensure your learning experience is a positive one by promoting a flexible learning environment with tailored training and assessment options to meet individual needs. The Open Education Academy team welcomes you to our business. During your time with us, you will have certain rights and responsibilities covered in this handbook. In addition, we have included all information on our website for you to make an informed decision on your chosen program. If you have questions not covered in this handbook, please contact Open Education Academy directly.

PRIVACY POLICY
The Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Privacy Amendment Act) made many significant changes to the Privacy Act 1988 (Privacy Act). These changes commenced on 12th March 2014. The Privacy Regulation 2013, made under the Privacy Act, also commenced on 12th March 2014. Open Education Academy will only collect information related to a student’s program and takes all reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure, including restricted access to electronic files, secure storage of paper files, and backup of data.

By law, Open Education Academy may be required to share your student file to:
• Australia Skills Quality Authority (national regulator) as part of an audit
• National Centre for Vocational Education Research (NCVER)
• USI Office
• Other government departments such as the Department of Employment, Small Business and Training

No further access to your enrolment information will be provided to any other organisation or persons without your written consent or unless authorised or required by law, in accordance with the Privacy Act 1988.

Students can nominate a third party to access their enrolment and training details. However, they must complete a consent form first and return this to admin@openeducationacademy.com

WORKPLACE HEALTH AND SAFETY
Open Education Academy is committed to providing a safe and healthy environment for its students, staff, and visitors. As part of that commitment, staff and students will be provided with information to enable them to work and learn in a safe environment should any onsite learning be required at any time. However – please note that all training delivery is conducted online and remotely.

Any employer-based learning will be the employer’s responsibility, including instructors, trainers, and management staff.

ANTI-DISCRIMINATION, HUMAN RIGHTS, AND EQUAL OPPORTUNITY
Open Education Academy takes great care to ensure all students and staff are treated fairly and equitably in alignment with the Anti- Discrimination Act 1991.

Discrimination is broadly defined as treating one person unfairly based on factors unrelated to their ability or potential. State and Federal legislation protect people at work and in education from discrimination. Under the Fair Work Act 2009, discrimination is disadvantaging someone in the workplace or education because of their: race or colour, gender, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, or political opinion.

Harassment is unwelcomed, unsolicited, and non-reciprocated behaviour and is based on an inappropriate assumption of power. Harassment may be intentional or unintentional and may take many forms, such as verbal, written, or physical. As in any area of human interaction, the boundaries of what constitutes harassment, victimisation, and bullying may vary from person to person. Employees and students will recognise and respect the limits set by others.

Open Education Academy is committed to fostering a culture of respect, inclusion, and equality, where discrimination and harassment are unequivocally condemned. Our Anti-Discrimination and Harassment Policy underscores our dedication to maintaining a safe and equitable environment for all students and staff. We adhere strictly to the principles set forth in the Anti-Discrimination Act 1991 and the Fair Work Act 2009, ensuring that everyone within our community is protected against unfair treatment or disadvantage.

Harassment, whether verbal, written, or physical, is strictly prohibited. Violations of this policy are met with serious consequences, including a strict first-and-final warning system. Consequences for Harassment will be determined based on the nature and severity of the offence. Open Education Academy reserves the right to terminate the enrolment of students who violate this policy, underscoring our zero-tolerance stance towards any form of discrimination or harassment. If you believe you are experiencing harassment or discrimination, please contact the student support team.

UNIQUE STUDENT IDENTIFIER (USI)
As of 1st January 2015, each student must provide a valid Unique Student Identifier (USI) when enrolling into a nationally recognised program with a registered training organisation. If you already have a USI, please ensure you provide this to Open Education Academy on enrolment.
Alternatively, with your consent, you may nominate Open Education Academy to obtain a USI on your behalf. For more information about proof of identification, please visit www.usi.gov.au. The USI portal contains a secure online record of your recognised training and qualifications gained in Australia from all training providers you have undertaken recognised training with, including access to your training records and transcripts.
Where a student is exempt from providing a unique student identifier, the student’s training results will not appear on any authenticated VET transcript prepared by the Registrar. The student must provide evidence of their USI exemption to the administration team before enrolment. For more information on how the USI office collects, uses, and discloses your information, please direct your questions to usi@industry.gov.au or 1300 857 536. In accordance with Section 11 of the Student Identifiers Act 2014 Cth (SI Act), Open Education Academy will securely destroy personal information which we collect from you solely to apply for a USI on your behalf as soon as practicable after the USI application has been made, or the information is no longer needed for that purpose unless we are required by or under any law to retain it.
Important:
• Open Education Academy cannot issue formal certification without a verified USI against the named student.
• Offshore students residing permanently overseas cannot access their training records through the USI portal.
• Open Education Academy cannot enrol international students who hold a student visa.

AVETMISS
Under the Data Provision Requirements 2012, Open Education Academy must collect personal information about you and disclose that personal information to the National Centre for Vocational Education Research Ltd (NCVER).

Your personal information (including the details on this enrolment form) may be used or disclosed by Open Education Academy for statistical, administrative, regulatory, and research purposes. Open Education Academy may disclose your personal information for these purposes to:
• Commonwealth and State or Territory government departments and authorised agencies; and
• NCVER.
Personal information that has been disclosed to NCVER may be used or disclosed by NCVER for the following purposes:
• Populating authenticated VET transcripts;
• Facilitating statistics and research relating to education, including surveys and data linkage;
• Pre-populating RTO student enrolment forms;
• Understanding how the VET market operates for policy, workforce planning and consumer information; and
• Administering VET, including program administration, regulation, monitoring and evaluation.

You may receive a student survey that a government department may administer or an NCVER employee, agent or third-party contractor or other authorised agencies. Please note that you may opt out of the survey when you are contacted.

NCVER will collect, hold, use, and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the National VET Data Policy
and all NCVER policies and protocols (including those published on NCVER’s website at https://www.ncver.edu.au) For more information about NCVER’s Privacy Policy, go to https://www.ncver.edu.au/privacy.
Important: Open Education Academy submits its AVETMISS data annually to the National Centre for Vocational Education Research (NCVER).

ENTRY REQUIREMENTS FOR QUALIFICATIONS
Qualifications provided by Open Education Academy are subject to entry requirements, both academic and resource related. Open Education will discuss and determine eligibility with students at the time of enrolment. Acceptable forms of evidence to satisfy the entry requirements typically include:
• Identity documents such as a license or passport
• Evidence of residency (where applicable)
• Statement of attainment
• Record of results
• An official USI transcript
• A declaration of the student’s access to mandatory equipment, machinery, tools and/or consumables

LANGUAGE, LITERACY & NUMERACY (LLN)
Before enrolment, Open Education Academy will determine the support needs of each student through a questionnaire about their prior education and language, literacy, and numeracy (LLN) levels. If specific learning needs are identified, the trainer for the respective program will discuss and arrange suitable support strategies, including reasonable adjustments, via the student support plan. Where a student’s support needs exceed the staff’s expertise, Open Education Academy will refer the individual to support agencies that can assist.

In addition to LLN requirements, Open Education Academy’s online learning platform and virtual learning tools require sufficient foundation digital skills to support successful progression within the program. Students with elevated LLND needs will be asked to complete a language, literacy, numeracy and digital skills assessment to inform support approaches to the student’s learning journey.

As a minimum, each prospective student must possess the following skills:
• English reading and writing skills
• Basic computer skills and keyboard typing skills
• Basic understanding and use of Microsoft programs such as Word, Excel, and PowerPoint
• Basic digital skills to find, use, share and create content using computers, smartphones, and tablets.
• The ability to undertake online research and access external information sources

DELIVERY OPTIONS
Open Education Academy offers programs through various methods, such as:

• Online – the student is given unique login credentials to access their units, including the reading content and assessments, through the online learning system. The student must complete and submit their assessment questions through the online system, and assessor feedback will be provided against each activity within the online system.

• Recognition of Prior Learning (RPL) – is an assessment-only pathway that recognises an individual’s existing skills and knowledge
within a specific industry.

A qualified trainer and assessor will deliver each program. Please note some programs are only offered as RPL assessments.

ENROLMENT INFORMATION
Each student must complete an enrolment form. The enrolment form requires the student to construct questions to collect mandatory AVETMISS data. The prospective student must also read and acknowledge their full understanding of the candidate declaration section before enrolment.

PROGRAM DURATION
At the start of the program, each student will receive information about their program start and end dates. Once the end date has lapsed and the student has not organised an extension with Open Education Academy, the student’s training record will be closed off in the system, and the student will no longer have access to our training and assessment services, support or resources. If you are unsure of your program end date, please contact the office by phone or email.

DEFER A PROGRAM
A student may defer their program due to extenuating circumstances outside of their control. This includes long-term illness, family matters or similar circumstances. The student must email their request to admin@openeducationacademy.com

PROGRAM TRANSFER
If a student wishes to transfer into another program offered by Open Education Academy, the student must submit their request to admin@openeducationacademy.com within the first three months of their enrolment, and the request will be reviewed by management. Where the program pricing differs, the student is responsible for paying for the fee difference to Open Education Academy.

PROGRAM WITHDRAWAL
A student may withdraw from the program by calling, texting, or emailing their request to Open Education Academy.

ONLINE UNITS
Online units will be released one at a time after completing the previous unit to promote sequential learning unless an alternative arrangement is made. The release of online units will align with the received course fees for the student’s program.

WORKPLACE RESOURCES
For training partially delivered in the workplace, agreements will be established with the employer to access the appropriate facilities and equipment required to provide training and assessment.

ASSESSMENT POLICY
Each student will receive three opportunities to submit their assessment for marking, including RPL applications. A student will either receive a competent or not yet competent outcome for each unit submission.
• Not yet competent outcome: There are gaps in the student’s assessment submission, and the student needs to provide additional
evidence to demonstrate their competency level. In this instance, the assessor will provide feedback to guide the student’s re-attempt.
• Competent outcome: The student has successfully fulfilled the assessment requirements in the unit by demonstrating their competency level against the unit criterion.

The assessor will have up to 10 business days to assess a unit submission. If gaps are identified in the student’s work, the assessor will provide
feedback to help guide the student’s re-attempt.

Important note: During peak periods, public holidays (National and Queensland specific), staff absences, unforeseen lockdowns, or business closure periods, students may experience delays in receipt of results.

METHODS OF ASSESSMENT
There are two methods of assessment within the Vocational Education and Training sector:
• Formal assessment – the student undertakes formal learning and completes the formal assessments in the program.
• Recognition of prior learning (RPL) – is an assessment-only pathway that recognises an individual’s existing skills and knowledge
within a specific industry.

REASONABLE ADJUSTMENT
Reasonable adjustment refers to how an assessor determines the student’s competency level in a unit of competency to ensure VET training is equitable for all students. A reasonable adjustment can be made to the assessment process or tool if it does not stray from the unit’s learning outcomes and complies with the training package requirements. All reasonable adjustments will be discussed between the student and assessor and documented.

PLAGIARISM POLICY
Open Education Academy upholds the highest standards of academic integrity and rigorously enforces a zero-tolerance policy against plagiarism. Plagiarism is a form of academic misconduct and undermines the principles of learning. Within the scope of this policy, plagiarism encompasses a range of practices, including but not limited to:
• Direct copying of text, sentences, or entire paragraphs from any source without proper referencing, including books, articles, websites, and other published or unpublished material.
• Submission of work that has been partially or entirely completed by another student as if it were one’s own.
• Commissioning or allowing another individual or application, including through the use of AI-generated content tools such as GPTs and language models, to produce work on one’s behalf, which is then submitted as original work.

Open Education Academy expressly includes the use of content generated by AI, GPTs, and language models within its definition of plagiarism as these prevent the effective assessment of learner’s own knowledge and skills.

Consequences of Plagiarism
Upon the first verified instance of plagiarism, the student involved will receive a written warning, underscoring the severity of the offense and the Academy’s commitment to academic integrity. Any questions or units where a student has plagiarised must be re-attempted in full and will be reverted to the learner to address these items. Should a student be found guilty of plagiarism a second time, they will face expulsion from their program without eligibility for a refund.

RPL POLICY
Recognition of prior learning (RPL) is a competency assessment method that seeks to recognise skills and experience attained by a student outside of formal education. Each student will receive three opportunities to provide the required evidence for the units of competency within their program.

The assessor will review the evidence and communicate the RPL outcome to the student within approximately 20 business days following the submission date (timelines may vary based on the number of units for which RPL is being applied). If evidence gaps are identified in the student’s initial submission, they will have the opportunity to make an additional evidence submission. There are no limitations to this process.

If the student cannot achieve full RPL for one or more units in the qualification, the student must complete any formal training and assessment online. The program duration will vary for each student depending on the number of units approved through the RPL process and the gaps identified.

Important note: During peak periods, public holidays (National and Queensland specific), staff absences, unforeseen lockdowns, or business closure periods, students may experience delays in the process, including assessment results. This may involve but is not limited to the enrolment process, response rates and durations call back time frames, internal administrative processes and similar.

CREDIT TRANSFER POLICY
Open Education Academy will accept and apply a credit to students who have previously completed units of competency where a Statement of Attainment evidences these, Record of Results, or unique student identifier (USI) transcript. Credit can only be applied where a unit of competency has an equivalent status on the national register www.training.gov.au and complies with the packaging rules of the qualification.

COMPLAINT POLICY
In the first instance, the student is encouraged to discuss the complaint with a student support team member. Where possible, disputes are managed and resolved informally. However, if the complaint cannot be resolved informally, the student can submit a formal complaint. All formal complaints will be reviewed by management and are responded to within ten business days. Upon reviewing the complaint, management will provide the student with a written outcome, including the rationale for the decision if applicable, and any remedies there may be regarding the complaint. If the student is satisfied with the resolution, agreed actions will be implemented, and the complaint will be closed.

To submit a formal complaint, the student must email admin@openeducationacademy.com. Management will respond within ten business days of receiving the formal complaint. If a student is dissatisfied with the outcome, then the student may appeal the decision (please refer to the appeal policy).

APPEAL POLICY
Students can discuss any concerns relating to their studies or assessments with a member of the Open Education Academy team. The management team reviews appeals. Management will provide the student with a written outcome, including the rationale for any decisions made in relation to their request, within 20 business days of receiving the formal appeal.

If the student is satisfied with the resolution, agreed actions will be implemented, and the appeal matter will be closed. To submit a formal appeal, please contact admin@openeducationacademy.com.

FEE INFORMATION
At the time of enrolment, students will be asked to identify whether the student or a third party will pay the fees for their qualification or course. The party responsible for the cost of the program will be invoiced accordingly. Payment can be completed in full through a payment plan or a finance option. Open Education Academy accepts payment of fees via credit card, bank transfer or by invoice.

Corporate discounts are available for group enrolments and corporate clients. A 20% discount is available for all previous Open Education Academy students. Please contact Open Education Academy directly to discuss or request updated prices as needed. All fees are accurate at the time of publication, and fees are subject to change at the discretion of the CEO.

Students will not receive their Certificate or Statement of Attainment until Open Education Academy has received all outstanding course fees.

PROGRAM FEES
Please contact the team for the current pricing of programs. Fees are levied on all courses, details of which will be discussed in the first instance with the prospective student and may be confirmed via email or notified through the enrolment process.

EXTENSION FEE OPTIONS
Students who require additional time to complete their program must submit their extension request on or before their program end date. The student must submit their request to admin@openeducationacademy.com. Extensions with incur a fee of $150 per month requested.

RE-ENROLMENT
Where the student’s program has expired and has not applied for an extension, the student will be required to re-enrol into the program and pay for the entire course at the current price offered by Open Education Academy.

HARD-COPY SUBMISSIONS
Physical copies of assessments will not be accepted for courses offered by Open Education Academy. All submissions must be made electronically through the learning management system.

RE-ASSESSMENT FEE
A re-assessment fee of $50 is payable to Open Education Academy for each submission received after the third attempt (applicable to formal, online, and RPL assessments).

CREDIT TRANSFER FEE
Where a student is seeking credit transfer from previously attained units of competency from another recognised institution (e.g., TAFE or another RTO) and is seeking a full certificate on completion with Open Education Academy, a credit transfer fee of $50 per unit is applicable. The student agrees to provide a valid statement of attainment, USI transcript or record of results to Open Education Academy for verification purposes. This fee only applies to eligible units and not to credit transfers when moving from one program to another within an existing Open Education Academy enrolment. Open Education Academy reserves the right to contact a student’s past provider/s to verify the authenticity of provided transcripts prior to awarding credit for these studies.

MISSED PAYMENTS AND OVERDUE FEES
Where a student fails to make payment, or a direct debit payment fails, for more than 20 business days beyond the date outlined in their payment plan, Open Education Academy reserves the right to revoke access to the student portal and/or place the student’s enrolment on hold until overdue fees are paid. In addition, Open Education reserves the right to move unpaid fees to collection services.

PREPAYMENT OF COURSE FEES
A range of payment options, including upfront payment plans and finance, are available to prospective students. Students may elect to pay course fees using the payment option that is best suited to them. Any prepayment amount exceeding $1,500 is covered through assurance protection options offered by Tec Skill Pty Ltd T/A Open Education Academy. If an arrangement is terminated or agreed services cannot be met, the student will be entitled to a refund amount (in alignment with Open Education Academy’s refund policy) for any prepaid amount exceeding $1,500, or a replacement course will be offered. This does not apply to courses negotiated as a commercial transaction.

ONLINE PAYMENT SYSTEM (STRIPE)
Processing fees associated with making payments through the online payment system may incur fees. These fees will be disclosed on each fee platform and made public by payment service providers. Students are to make themselves aware of such fees.

DIRECT DEBIT
Students who wish to use a direct debit option to pay their course fees must agree to the payment agreement.
• Students can enter a direct debit arrangement with Open Education Academy by nominating a Mastercard, Visa Card or AMEX card for their instalment payments.
• Where the student has insufficient funds on the scheduled date, the system will attempt to direct debit the scheduled amount the following business day.
• A student’s enrolment and access to all systems will be suspended if the direct debit is unsuccessful at any time. The student must contact Open Education Academy immediately.

REFUND POLICY
At Open Education Academy, we’re committed to transparency and equity in our refund policy, ensuring every student understands their rights should they opt for a refund of a course or service. This policy is applicable to all students, prospective or current, irrespective of their chosen payment method.

At Open Education Academy, we recognise the unique circumstances of every student and are committed to assisting you in navigating your options. Should you be considering a change of program or have questions regarding our refund policy, we urge you to contact a member of our specialised student support team. They stand ready to deliver personalised aid, impart guidance, and explore alternative solutions tailored to your requirements.

Potential alternatives to withdrawal from your program include transferring to an alternative course, program extension, course transfer, or deferral until you’re prepared to resume your studies. Rest assured, we’re here to ensure your educational journey aligns seamlessly with your objectives. At Open Education Academy, your educational journey holds paramount importance, and we’re dedicated to assisting you in discovering the optimal path forward. Our support services provide a customised approach to evaluate your individual needs and circumstances, conducted on a case-by-case basis.

Refund request procedure
All refund requests must be submitted in writing to admin@openeducationacademy.com. Once received, refund requests are escalated to management for review. Please allow up to 20 business days for management to review your request. Once a decision has been made, we’ll promptly inform you of the outcome via email to your nominated email address.

Withdrawal prior to commencement of the course
For students who choose to withdraw from their course within the initial 48 hours of purchase, Open Education Academy offers a straightforward and immediate refund. During this period, students are entitled to receive a full refund of all fees paid, regardless of the reason for withdrawal.
Prepaid Fees
Upon withdrawal from a course, students who have prepaid fees above $1500 are entitled to a refund for any unused course fees. We calculate this based on how much of the course you’ve completed compared to the total fee and number of units within your program.

Refunds for Commenced Programs
We understand that sometimes unexpected challenges arise after you’ve begun your journey with us. For students who have commenced their program, refunds are only awarded for extenuating circumstances. Students must be able to demonstrate that;
• these circumstances occurred on or after enrolment, and as such, they were unable to be considered when making the decision to enrol
• the circumstances are extenuating in nature, meaning that the student is unable to reasonably continue their studies due to these circumstances
These circumstances include but are not limited to:
• Medical circumstances (Long-term illness or injury) that significantly impact the student’s ability to continue their studies, supported by a doctor’s statement;
• Death or serious illness within the immediate family requiring the student’s immediate attention and absence from the program, supported by relevant evidence such as a death certificate or a doctor’s statement;
• Natural disaster that disrupts the student’s ability to complete coursework, supported by evidence of what has occurred, and the impact on the student;
• Active defence force service or emergency services mobilisation, supported by relevant evidence on the impact on the student.

In exceptional cases not covered by the aforementioned reasons, management may consider additional factors on a case-by-case basis. Alternative options may be available, and we encourage you to discuss this with a member of the student support team.

Exclusions from Refunds
Once studies have commenced, refunds will not be awarded for the following reasons:
• Course Expiry:

•  Refunds are typically not awarded if the course access or enrolment period has expired, as stated in the terms and conditions.

Change of Mind:

• If a student simply changes their mind after the commencement of their course, a refund will not be awarded.

Failure to Satisfy Assessment Requirements:

•  If a student is unable to satisfy the requirements of a unit, and receives an outcome of “Not Competent”, the student is not entitled to a refund for that unit.

Non-Compliance with Policy:

• If the refund request does not comply with the terms and conditions outlined in the refund policy, such as failing to provide required documentation, the request may be rejected.

In some cases, refunds may not be awarded due to administrative discretion, where management determines that the circumstances do not warrant a refund based on the overall context of the situation, including where a student has violated Open Education Academy’s anti-discrimination, human rights and equal opportunity, or plagiarism policy. Open Education Academy commits to procedural fairness in producing an unbiased decision on all refund requests.

Refund Review Process
Refund requests will be reviewed by management to ensure compliance with the refund policy. Management reserves the right to approve or deny refund requests based on the circumstances provided. In exceptional cases not covered by the aforementioned reasons, management may consider additional factors on a case-by-case basis.Refund Method
If approved, a refund will be deposited into the student’s nominated bank account within 20 business days of approval. The student will be requested to securely supply these details when their outcome is sent to their nominated email address.

Definitions & Charges

• Commencement:
  • Course commencement: is defined as the point at which a student’s course is initially set to ‘In-Progress’ within the LMS (Learning Management System) or they are otherwise formally enrolled into their course of study (status of Tentative or Deferred).
  • Unit Commencement is defined as the point at which the student is updated to Continuing Activity (70) within the learning management system and receives access to all relevant course materials for a unit within their program.
• Online Learning: the learner receives access to the given unit’s e-learning and assessments via the learner portal for full training.
• Recognition of Prior Learning: the learner commences their evidence collection process for recognition of prior learning for the relevant unit.
  Administration Fee:
  • Where a refund is approved, an administrative fee to the amount of 10% of the total course fee will be retained to cover administrative costs associated with the student’s enrolment.

TRANSITION POLICY
Open Education Academy is aware of the requirement to transition seamlessly to a new qualification once the qualification has been superseded on www.training.gov.au. All currently enrolled students will be given every opportunity to transition from superseded, expired, or deleted units of competency, qualifications, and training packages during the transition process. Students will be advised in writing of any transition arrangements. As part of the transition process, Open Education Academy will transition all current students from the superseded training product to the new training product within 12 months from the release date on www.training.gov.au unless otherwise stated by the Australian Skills Quality Authority.

TRAINING GUARANTEE
In the unlikely event that Open Education Academy cannot deliver the training and assessment methods as agreed at the time of the student’s enrolment, the company will, in the first instance, make every effort to place the student in a comparable course with another registered training provider. Where this is not possible, the student will receive a refund equivalent to any received fees for undelivered units of study offered initially by Open Education Academy. Open Education Academy will issue the student with a statement of attainment for any completed units of competency which successfully address the assessment requirements in the training package.

ISSUANCE POLICY
Open Education Academy will issue all AQF certification documents (including certificates and statements of attainment) within 30 calendar days of the student’s final assessment being deemed competent in the program, provided that Open Education Academy have received all course fees. AQF certification documentation is only issued where a student has been assessed as meeting the requirements of the training product as specified in the training package or accredited course.

STUDENT SUPPORT

Open Education Academy is committed to providing an inclusive and supportive educational environment that enables all students to achieve their learning outcomes. This policy outlines our approach to student support, ensuring our students have access to the educational and support services they need for their academic and personal success. Open Education Academy recognises that students may require additional support to complete their training and assessment. Students are encouraged to disclose any circumstances that may affect their ability to succeed in their course. Staff will also identify students who may need support through ongoing monitoring of academic progress and engagement.

Open Education Academy regularly communicates with students to ensure they progress with their program. Follow-up contact includes phone calls, SMS and email correspondence or a combination of these methods. Students are encouraged to contact our team if any assistance is required. The team can be contacted via:

• Phone: 1300 459 157
• Email: admin@openeducationacademy.com
• SMS only: 0438 404 059

Important note: During peak periods, public holidays (National and Queensland specific), staff absences, unforeseen lockdowns, or business closure periods, Students may experience delays in the process, including assessment results. This may involve but is not limited to the enrolment process, response rates and durations call back times, internal administrative processes and similar.

Student Support Plans
A Student Support Plan will be initiated under any of the following conditions:
• Disclosure by the student of a disability or medical condition, at enrolment or any time during the course, which affects their studies either directly or indirectly.
• Identification of Language, Literacy, and Numeracy (LLN) challenges.
• Identification of Digital Literacy difficulties.
• Detection of issues related to academic progression
• Observation of student welfare concerns.
• Upon the student’s request for a support plan

Once a need for elevated support is identified, Open Education Academy will work with the student to develop a personalised support plan, outlining the services and resources that will be provided.
• Students are responsible for engaging with the support services provided and communicating their needs to Open Education Academy staff.
• Open Education Academy Staff are responsible for identifying students in need of support, referring students to appropriate services, and facilitating the implementation of support plans.

The process begins with an initial assessment that evaluates the student’s specific needs and circumstances. Based on this assessment, a personalised support plan is then developed. This plan outlines the specific services and resources that will be provided to the student, which could range from adjustments to teaching and assessment methods to the provision of additional resources or assistive technology, and even access to specialised support services. Students are actively involved in the development of their support plan, a step that ensures the plan not only aligns with their unique needs and preferences but also empowers them in their educational journey. Student Support Plans are reviewed annually to ensure they remain effective and responsive to students’ needs. Feedback from students and staff will inform continuous improvement efforts and modification to supports as required.