Privacy Policy

Welcome to the Australian Institute of Learning

We are excited you are here. You bring your goals. We bring structure, coaching, and tools. Please review our Privacy Policy and Student Handbook before enrolment

MAIN WELCOME

WELCOME TO YOUR PRE-ENROLMENT and ONBOARDING

Watch this video to get started on your learning journey with us.

Before You Start: Your USI

Before you start, you need a USI. If you have already given it to us, thank you. If not, you will need to provide it so we can issue your results and certificates.

We verify your USI as required. usi.gov.au

Language, Literacy and Numeracy Check

LLN Assessment

You will be asked to complete a short Language, Literacy and Numeracy check. This helps us plan support.

Digital Literacy

We also check digital literacy, because you will use online tools.

Providers must make sure students can access the tools needed to learn. ASQA

Digital Tools You Will Use

Internet

Essential for accessing all your learning materials and resources.

Your Learning Management System

We provide a short LMS walk-through video before your first class.

Class Tools

Class tools like Kahoot! or Slido.

Research Tools

Research tools like the State Library of Queensland databases.

Support and Wellbeing

If you have a disability, language, literacy or wellbeing need you have not told us about, please let us know in confidence.

Use the confidential contact form in the Student Lounge, or email studentlounge@aiol.net.au.

If you are under 18, we may involve a parent or guardian where needed to support you.

Your Essential Resources

Student Handbook

Read your Student Handbook for comprehensive information about your course and our policies.

Student Lounge

Visit the Student Lounge for calendars, extension forms, attendance forms, and how to reach us. This access is granted once enrolment is confirmed.

Conversational Agent

You can also ask the conversational agent in the Student Lounge for quick answers during your training. Any other information required can be accessed via our Main Website page conversational agent.

We believe in respect, fairness, and learning that leads somewhere real. If you follow the guide and ask for help early, you will do well.

Let us get started.

What You Need Before You Begin

01

USI

Unique Student Identifier is needed for enrolment and certification. We verify your USI and handle it in line with privacy obligations. usi.gov.au

02

LLN + Digital Literacy

You may complete short LLN and digital checks so we can plan support. Providers must consider LLN and digital needs for each training product. ASQA

03

Digital Readiness

You will use our LMS, Internet, email, Kahoot! or Slido, and research tools such as the State Library of Queensland databases.

04

Inclusive Support

Tell us early if you have language, literacy, disability, health or wellbeing needs. We may ask for evidence so we can tailor support. Timely responses are required. ASQA

05

Student Resources

The Student Lounge has calendars, attendance and extension forms, and a link to the Student Handbook.

06

Contact

studentlounge@aiol.net.au. You can also use the Student Lounge conversational agent for common questions.

Issuing timeframes. When you complete your training product, we issue your AQF documentation within 30 calendar days. ASQA +1

RECAP

Have your USI ready

Do the LLN and digital checks if asked

Use the LMS, class apps, and library databases

Watch the short LMS walk-through

Tell us privately if you need support

Use the Student Lounge for forms, dates, and help

ASQA references: Information and transparency Practice Guide. ASQA | Training support Practice Guide. ASQA | Issuance of certification within 30 days. ASQA +1 | USI privacy obligations. usi.gov.au

VIDEO

Code of Conduct and Respect

Watch this video to understand our expectations for behaviour and respect.

Code of Conduct and Respect

At the Australian Institute of Learning, everyone has the right to learn in a safe, respectful space.

We listen. We include. No bullying, harassment, or discrimination. Use devices and AI tools appropriately.

If you have language, literacy, disability or wellbeing needs you have not told us about, use the confidential form in the Student Lounge or email studentlounge@aiol.net.au.

If you are under 18, we may involve a parent or guardian where needed.

The Student Handbook sets the tone we live by. We are friendly and supportive, and we are clear about boundaries.

If behaviour breaches our code of conduct, you may be asked to leave the class while we address the issue. We act to keep everyone safe and learning.

Respect is not just a rule. It is how we treat people.

What We Expect

Be Respectful

Be respectful in speech, chat, and behaviour. No bullying, harassment, or discrimination.

Be Prepared

Be prepared. Participate. Use technology responsibly.

Share Needs Early

Share needs early. We support reasonable adjustments where appropriate.

Academic Integrity

Answers must be in your own words. AI tools are for learning only. See the Academic Requirements page for full rules.

If behaviour disrupts learning, you may be asked to leave while we resolve it.

RECAP

Be kind. Let others learn. No bullying or hate. Use phones and tools for learning. If you need help, ask early. We act fast if behaviour breaks the rules.

ASQA references: Wellbeing Practice Guide. ASQA

VIDEO

Getting Help and Training Support

Watch this video to learn about all the support available to you.

Getting Help and Training Support

You are not alone.

Student Lounge

Calendars, forms, how-to guides, LMS tips.

Conversational Agent

Quick answers in the Student Lounge.

Tutorials & Podcasts

Pre-recorded tutorials and podcasts for each session.

Q&A Zoom Sessions

Q&A Zoom sessions at key points.

One-to-One Tutor Support

One-to-one tutor support if you have attended classes, used the materials, and still need help.

Tell us early if your circumstances change. We will plan reasonable adjustments and study support.

Support Channels

Self-help

Student Lounge resources, tutorials, podcasts, and the conversational agent.

Live Help

Q&A Zooms, email support, tutor sessions by arrangement.

Timeframes. We acknowledge and action student enquiries within reasonable timeframes and keep you updated. ASQA

RECAP

Check the Student Lounge first. Ask the agent for quick help. Email us if you are stuck. Join Q&A sessions. If you still need help, ask for a tutor session.

ASQA references: Training support Practice Guide. ASQA

VIDEO

Fees, Attempts, Extensions, and RPL

Watch this video to understand fees, assessment attempts, and recognition options.

VIDEO

Feedback, Complaints, and Appeals

Watch this video to understand how we handle feedback, complaints, and appeals fairly and promptly.

Feedback, Complaints, and Appeals

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We care about your experience. Use the feedback form in the Student Lounge or email studentlounge@aiol.net.au.

Complaints are handled promptly and fairly. We will tell you timeframes, what happens next, and outcomes.

If you disagree with a decision, you can appeal. Appeals are handled fairly and on time. You can also ask for an independent review at no or low cost.

If a matter relates to safety or wellbeing, we may need to escalate to a parent, guardian, school, or employer. We will tell you first.

Our goal is a safe, fair process for everyone.

Your voice matters. Fair processes for everyone.

How We Handle Your Concerns

Feedback

Tell us what is working and what is not. Use the Student Lounge form or email us directly.

Complaints

Complaints are acknowledged, investigated, and responded to within reasonable timeframes.

Appeals

You can appeal decisions, including assessment judgements. We apply procedural fairness and give clear timeframes.

Independent Review

You can ask for an independent review at no or low cost if you're not satisfied with our decision.

RECAP

Use the Student Lounge feedback form or email us

Complaints are handled promptly and fairly

You can appeal decisions with procedural fairness

Independent review available at no or low cost

Safety issues may be escalated to keep everyone safe

ASQA references: Feedback, complaints and appeals Practice Guide. ASQA

  • College. Australian Institute of Learning RTO32309
  • Student Lounge. Calendars, forms, conversational agent, LMS help, confidential contact form
  • Student Handbook. Linked from Student Lounge and website
  • Primary contact. studentlounge@aiol.net.au
  • ASQA references
  • 2025 Standards hub. ASQA
  • Practice Guides: Information & Transparency, Training Support, Wellbeing, Feedback-Complaints-Appeals, Accountability, Integrity of NRT Products. ASQA+5ASQA+5ASQA+5
  • Issuance within 30 days. ASQA
  • USI privacy obligations.

Sample Contract

Training Services Agreement – Sample (Diploma of Business)

This is a sample of our training contract you are required to sign before training commences. The fees will change according to the qualification selected.

The Australian Institute of Learning (RTO 32309) provides training services. Fees and terms may vary by course. This sample shows the general terms and conditions that apply to all Australian Institute of Learning training agreements.

1. Parties

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This Agreement is between the Australian Institute of Learning (RTO 32309) ('the RTO') and the Parent or Legal Guardian ('the Client' or 'Guarantor') of the Student. The Client enters this Agreement on behalf of the Student and is responsible for all payments and compliance. The Student must follow course rules but is not legally responsible under this Agreement.

2. Course and Fee Summary

GST is added where applicable. Payments processed by a third party may incur merchant fees.

3. Payment Authority

The Client authorises the RTO to process payments through Square (PCI DSS compliant). This authority can be cancelled in writing, but replacement payment details must be provided within 7 days to keep the plan active. The cardholder must be the same person as the Client/Guarantor.

4. Late or Missed Payments

If a payment fails or is missed, it must be fixed within 48 hours.

Dishonour ($33) and late ($75) fees apply to cover real costs.

Repeated missed payments may result in the payment plan being suspended.

5. Suspension of Payment Plan

If payments are not maintained, the interest-free plan may be suspended. Up to $1,500 (or remaining balance) may be payable within 7 days. Course access may be restricted until payments are current.

6. Refund Policy

Fees are non-refundable except under ACL or if the RTO cancels the course. If the RTO cannot deliver training as agreed, a fair refund or course credit will be provided. Refunds are paid only to the Parent/Guardian contract signatory if student is under 18.

7. Course Access and Completion

The Diploma includes 12 units of competency. All assessments must be completed by the enrolment date or within 45 days of the final class. Extensions of up to 3 months may be granted at RTO discretion.

8. Student Responsibilities

Understanding Rules

Parents must ensure Students understand rules: honesty in work, timely submissions, and conduct.

Fees for Non-Compliance

Fees apply for late work or re-enrolment.

Available Support

Support is available via video, email, phone, and optional tutoring ($70 per 45 mins).

9. Privacy and Recordings

The Client consents (on behalf of the Student) or the student consents if over 18 to audio or video recording of sessions for quality and compliance. Recordings are stored securely for up to 3 years. The RTO complies with the Privacy Act 1988 (Cth).