Clear, accurate and current information is your right under the Standards for RTOs 2025. This page brings together our key policies, support services and student obligations in plain English.
Before you enrol - and before any fees are payable - you will receive a written Pre-Enrolment Information Pack and Enrolment Agreement that sets out: the training we will provide; all fees, costs and charges; and every obligation or liability that applies to you. The Student Handbook expands on all policies summarised below and is provided free with every enquiry.
Available to every student at no extra cost. Access by phone (1800 266 160), email (info@caqa.com.au) or through the student portal - responses within one business day.
Your wellbeing matters as much as your marks. CAQA provides:
If you are in crisis, contact Lifeline on 13 11 14 (24/7).
Notify us in writing at any time. We will confirm your withdrawal within 2 business days, issue a Statement of Attainment for any units completed (where fees are paid and your USI is verified), calculate any refund due under the Refund Policy, and cancel future payment-plan instalments. There is no withdrawal penalty fee.
Under the Student Identifiers Act 2014, every student must hold a verified USI before a qualification or statement of attainment can be issued. Creating a USI is free at usi.gov.au - there is no cost or charge associated with obtaining one, and our team will help you create or locate yours during enrolment.
RPL assesses the skills and knowledge you've gained through work, volunteering, life experience and informal training against the requirements of your course units. A successful RPL outcome means you don't repeat training you've already mastered - reducing duration and, where whole units are recognised, fees. RPL is offered for every course on our scope; ask for an RPL kit before or after enrolment. Evidence may include work samples, references, position descriptions and a competency conversation.
If you've already achieved identical or equivalent units with any Australian RTO, we must and will credit them - free of charge. Provide your USI transcript, record of results or statement of attainment and we'll verify and apply credits before your Training Plan is finalised.
Anyone - students, employers, community members - can raise a complaint about CAQA, our staff, our third parties or other students. Complaints are free, taken seriously, acknowledged within 2 business days and resolved as quickly as possible (target: 15 business days, with written updates if more time is genuinely needed). You may be accompanied or assisted by a support person at any stage. Complaints inform our continuous improvement.
You may appeal any decision CAQA makes - including assessment outcomes and refund decisions - at no cost. Appeals are reviewed by a person independent of the original decision. If you remain dissatisfied after our internal process, you can seek independent mediation (we'll provide options at no/low cost to you) or complain to the National VET Regulator (ASQA).
CAQA collects personal information solely to deliver training and meet legal obligations under the National Vocational Education and Training Regulator Act 2011 and the Student Identifiers Act 2014. Your enrolment data is reported to the National VET Data Collection (AVETMISS) and may be disclosed to government agencies as required by the Data Provision Requirements. We never sell your data. You may access and correct your records at any time by contacting info@caqa.com.au. Records of qualifications issued are retained for 30 years.
Request your participation records, results or replacement documents at any time - first copy of your record of results is free. We verify identity before releasing records.
Yes. CAQA is RTO 45459, registered with ASQA under the National Vocational Education and Training Regulator Act 2011 until 22 April 2031. Every qualification and skill set we deliver is nationally recognised - verify our scope any time on training.gov.au.
You study through our learner portal - readings, videos, activities and assessments - at your own pace, with scheduled webinars and on-demand trainer support (responses within one business day). Assessments are submitted online; practical tasks may use workplace evidence, simulations or video.
Each course page states the maximum duration and AQF volume of learning. Your actual pace depends on your experience, RPL/credit outcomes and weekly study hours - your personalised Training Plan sets a realistic schedule, and extensions are available where genuine progress is being made.
Training packages change. If your training product is superseded, deleted or expired, we'll tell you as soon as practicable, explain your options, and manage your transition or teach-out in line with regulator requirements - at no disadvantage to you.
Yes - it's mandatory, and free. Before enrolment we review your skills, competencies, LLN and digital literacy (Standard 2.2) and advise honestly whether the course is suitable, including alternatives if it isn't.
No. All training and assessment is delivered directly by CAQA. If a third-party arrangement is ever introduced for your course, you'll be informed before it affects you and the arrangement will be disclosed on the relevant course page.
Our student support team answers every enquiry within one business day - and the full Student Handbook is free, before you enrol.
To Receive Updates And Offers