Student support

Yes — on some of our courses.

When you book, you go to our booking system to pay. On the payment page, choose Afterpay instead of a card. Afterpay splits the cost into 4 payments.

You need an Afterpay account to use it.

Some courses can only be paid by card. If you do not see Afterpay on the payment page, that course is card only.

Afterpay late fees, eligibility criteria, retailer terms and T&Cs apply. See afterpay.com for Afterpay terms. Credit checks apply.

Log in to the portal of the RTO that issues your course. The issuing RTO is named on the course page and on your booking confirmation.

• Edway Training (RTO 91401): training.edway.edu.au
• Training Aid Australia (RTO 91411): training.trainingaid.edu.au

Your student account is set up in that RTO's portal, and the activation email you get after booking links straight to it. If you are not sure which one you booked, search your inbox for the sender:

• Edway Training emails come from no-reply@edway.edu.au
• Training Aid Australia emails come from no_reply@trainingaid.com.au

First, check your junk or spam folder and search for the sender address:

• Edway Training: no-reply@edway.edu.au
• Training Aid Australia: no_reply@trainingaid.com.au

The emails usually arrive within a few minutes of booking. Make sure you are checking the inbox for the email address you used when you booked.

The activation code expires 1 month after it is sent. If it has expired, use the second link in the same email to start again and receive a new code.

Your username is your first name and last name joined by a dot — for example, john.smith. You can also sign in with the email address you booked with.

If you have never set a password, you need your activation email first — see "I haven't received my welcome or activation email".

If your activation code has expired (codes expire 1 month after they are sent), use the second link in the activation email to start again and receive a new code.

Check these two places on your portal homepage:

• A class with a date appears under "Upcoming Training" and in "My Calendar".
• A self-paced online course appears under "My Learning", with a "Start" button and the date your learning access ends.

The same account holds all your enrolments, including both classes and online courses.

If your homepage is empty, check that you are in the portal for the RTO that issued your course. See "Which portal do I log in to — Edway or Training Aid?".

Your confirmation email shows your class date and start time. In your student portal, the same booking appears under "Upcoming Training" and in "My Calendar".

If you cannot find the email, check the inbox for the address you used when you booked, including its junk or spam folder. Edway Training emails come from no-reply@edway.edu.au. Training Aid Australia emails come from no_reply@trainingaid.com.au.

On your portal homepage, go to "My Learning" and choose "Start" next to your course.

Before the course opens, the portal asks you to complete a few steps: confirm your details, including your Unique Student Identifier; provide proof of identity; and complete a short language, literacy, numeracy and digital (LLND) check and its student declarations.

Allow camera access when your browser asks. The portal may capture an image to confirm that you are the person completing the assessment. The check has 12 questions, takes about 10 to 15 minutes, and gives you the result straight away.

Complete the Introduction first. The next module opens when it is done.

Yes. Try our practice check. It has 12 questions and takes about 10 minutes. It is about the same level as the language, literacy, numeracy and digital (LLND) check you complete in your student account after booking. Nothing is saved, and it doesn't count towards your enrolment.

A Unique Student Identifier (USI) is your personal reference number for nationally recognised training in Australia.

You need a valid USI before we can report your training or issue your Statement of Attainment. You can start studying without it, but you cannot finish and receive your certificate until it is recorded.

Create or find your USI free of charge at usi.gov.au, then add it to your details in your student account. You only need to create a USI once.

You can also use your USI to view, download and share your training records from every provider you have trained with.

Go back to the start of the video and let it play all the way through. The next step opens when the video finishes.

The player may let you drag forward, but that does not unlock the next step. Because the screen does not explain this, it can look as though it is stuck.

Modules also open in order. Complete the Introduction first, then continue to the next module. You can revisit anything you have finished, but you cannot jump ahead to a module you have not reached.

For New South Wales RSA and Licensee courses studied online, Liquor & Gaming NSW requires approved providers to prevent students from fast-tracking through the course. We use the same control on our other online courses so we can show that the training was completed.

If a section still does not show as complete, check that you have finished every item inside it. Each item opens after the one before it is done.

You have 2 months to finish a self-paced online course. The owner-builder courses are the exception: Owner Builder NSW gives you 6 months, and Owner Builder QLD gives you 3 months.

Your course in "My Learning" shows the exact date your learning access ends, so you can always check how long you have left.

If you do not finish in time, the course is automatically recorded as a fail, no interim certificate is issued, and no refund is given.

Use a computer or tablet with an internet connection and a web browser. Your course opens in the student portal under "My Learning".

We do not publish a fixed list of browser or operating-system versions, because those requirements change. If the course will not open on your device, contact the office using the details below.

For every nationally recognised course, you need photo identification and a Unique Student Identifier (USI). What you do with your ID depends on how you study:

• In-person class: bring your photo ID on the day. It is checked when you arrive. There is nothing to upload.
• Class with an online part first (for example First Aid, CPR or Barista): upload a photo of your ID in your student account before you start the online part, and bring the same ID on the day for your in-person class.
• Online or Zoom study: after booking, upload a photo of your ID in your student account.

This applies to online and Zoom study, and to classes with an online part. The portal accepts an Australian driver licence or a current passport. Once you choose the document type, the form locks your choice. If you choose the wrong one, contact the office using the details below.

Your Australian driver licence or current passport covers it. Some courses require more:

• New South Wales White Card: bring 100 points of original identity documents. They are checked before training starts, and you cannot start without them.
• White Card in other states: photo identification only; there is no 100-point requirement.
• Demolition courses studied online: provide a selfie holding your identity document, as well as the document photo.

An international passport is the only non-Australian identification accepted. Any other identification must be issued in Australia. The course rules then apply in the same way:

• New South Wales White Card: bring 100 points of original identity documents. If you arrived in Australia less than six weeks ago, your passport plus one supporting document — a driver licence, bank card or bank statement — counts instead. You cannot start without the required documents.
• White Card in other states: photo identification only; there is no 100-point requirement.
• Demolition courses studied online: provide a selfie holding your identity document, as well as the document photo.

We cannot issue your Statement of Attainment until we have valid identification.

Your Statement of Attainment is emailed to you when you finish. You can also download it from your student account at any time.

Before it can be issued:

• Your Unique Student Identifier (USI) must be recorded. You can study without it, but you cannot finish and receive your certificate until it is added.
• Your identity must be verified. Your student account shows whether your proof of identity is still outstanding.

If your employer is paying by invoice, the Statement of Attainment is issued after the invoice is paid.

A card or certificate issued by a regulator is a separate document and has its own timing. See "I've passed. When do I get my certificate, and when does my card arrive?".

Your certificate uses the name on your student record. If the name is wrong, email the office with the correct details using the contact information below. We will check the record, correct it if needed, and note your request on your file.

To have a certificate reissued, email the same office. The charges are:

• by email: free
• posted copy: $25, which covers printing
• a plastic competency card issued by the RTO: $35

You can also download your Statement of Attainment from your student account at any time, free of charge.

To reschedule, email or call the office — the contact details are below. Tell us your course name, your class date and the new date you would like. The office confirms your new date by email. The time of your email or call is the time that counts.

What it costs depends on how much notice you give, counted in hours back from your class start time. Saturdays, Sundays and public holidays are not counted.

• 48 hours or more before your class starts: free.
• Less than 48 hours but at least 24 hours before your class starts: a $30 administration fee.
• Less than 24 hours before your class starts: rescheduling is not available, unless you have documented extenuating circumstances.
• Once the class has started, you cannot reschedule.

Because weekends are not counted, the deadline for a Monday class falls on the Thursday before. For a class that starts at 8am:

• Monday class: tell us by Thursday 8am for a free reschedule, or by Friday 8am for the $30 one.
• Tuesday class: Friday 8am, or Monday 8am.
• Wednesday class: Monday 8am, or Tuesday 8am.
• Thursday class: Tuesday 8am, or Wednesday 8am.
• Friday class: Wednesday 8am, or Thursday 8am.
• Saturday or Sunday class: Wednesday 11:59pm, or Thursday 11:59pm.

If your class starts at a different time, use that time instead of 8am. A public holiday in between moves each deadline one weekday earlier. Public holidays are those of the state where your class is held; for a live Zoom class, New South Wales public holidays apply.

Our phone lines are open 9am to 5pm Monday to Friday. If no one answers, leave a message or send an email.

You can reschedule twice. Any change after that means paying the full course fee again.

If you do not bring enough identification at check-in, or you do not bring your White Card to a course that needs it, you can reschedule for a fee of 25% of the course fee. If you arrive late, rescheduling is not available.

Please arrive 15 minutes before your start time so you can sign in and complete the registration paperwork.

If you arrive more than 15 minutes after the scheduled start, you may not be able to join the class. The trainer cannot restart the class after training has begun.

If you are turned away for arriving more than 15 minutes late, rescheduling is not available and no refund applies. If you do not attend at all, there is no refund, and attending another date means a new booking at the full course fee.

Not bringing enough identification, or not bringing your White Card to a course that needs it, is handled differently: you can reschedule for a fee of 25% of the course fee.

If you missed the class because of a serious medical or compassionate reason, email or call the office with supporting evidence using the contact details below. We consider each case individually, and you may be eligible for a partial or full refund.

Yes, within the conditions set out here. Email or call the office — the contact details are below — with your course name, class date and payment method. The time of your email or call is the time that counts. Where supporting evidence is needed, send it by email.

How much you get back depends on how much notice you give, counted in hours back from your class start time. Saturdays, Sundays and public holidays are not counted.

• 48 hours or more before your class starts: a full refund, minus a $30 administration fee.
• Less than 48 hours but at least 24 hours before your class starts: 50% of the course fee.
• Less than 24 hours before your class starts: no refund.
• Once the course has started: refund requests are not accepted.
• If you do not turn up: no refund. Attending another date means a new booking at the full course fee.
• If you go to the wrong training venue: no refund. If you paid online, attending another date means a new booking at the full course fee.

Because weekends are not counted, the deadline for a Monday class falls on the Thursday before. For a class that starts at 8am:

• Monday class: tell us by Thursday 8am for the full refund minus $30, or by Friday 8am for 50%.
• Tuesday class: Friday 8am, or Monday 8am.
• Wednesday class: Monday 8am, or Tuesday 8am.
• Thursday class: Tuesday 8am, or Wednesday 8am.
• Friday class: Wednesday 8am, or Thursday 8am.
• Saturday or Sunday class: Wednesday 11:59pm, or Thursday 11:59pm.

If your class starts at a different time, use that time instead of 8am. A public holiday in between moves each deadline one weekday earlier. Public holidays are those of the state where your class is held; for a live Zoom class, New South Wales public holidays apply.

Our phone lines are open 9am to 5pm Monday to Friday. If no one answers, leave a message or send an email.

Some situations have their own rule:

• Online and self-paced courses: you can ask for a refund within 2 business days of buying the course (Monday to Friday, excluding New South Wales public holidays), as long as you have not opened any course material. After that, or once you have started, there is no refund and no cancellation, unless the law requires one. A change-of- mind refund is a full refund minus the $30 administration fee.
• If we cancel your course: a full refund, or you can reschedule to the next available date.
• If you fail the language, literacy, numeracy and digital (LLND) check after booking: a full refund minus the $30 administration fee. If you do not meet the course prerequisites: no refund. For RSA and RCG in NSW, attending when you already hold a current card (or one that expired less than 28 days ago) counts as not meeting the entry condition: no refund.
• Medical or compassionate grounds: you may be eligible for a partial or full refund, with supporting evidence.
• If you do not complete your assessments satisfactorily: no refund. You can book the course again at the training fee only; a government fee you have already paid is not charged again.

Refunds go back to the payment method and account you paid with, and take 5 to 10 business days to process. A refund cannot be transferred to another person.

None of this limits your rights under Australian Consumer Law.

Making a complaint or appeal is free, and it will not affect your enrolment. Your enrolment continues while we handle the matter.

If you can, start by talking to your trainer or the staff member involved. Staff try to sort it out within 5 working days. You can skip this step and make a formal complaint at any time.

To make a formal complaint, ask any staff member for the Complaint and Appeal Form, or write to the office using the contact details below. Include your name and contact details; the course, location and date; what happened; what you have already tried; and what you would like to happen. If it is easier, tell a staff member and they will write your complaint down for you.

We record your complaint within 1 working day and acknowledge it in writing within 2 working days. You get a written outcome with reasons within 10 working days. If we need longer, we tell you why and keep you updated.

You can appeal any decision that affects you, including an assessment result, a recognition of prior learning decision, fees or refunds, or the outcome of a complaint. Lodge your appeal within 20 working days of being told of the decision. Someone who was not involved in the original decision reviews it, and you get a written outcome within 15 working days.

An assessment appeal is reviewed by a different assessor. They may look at your original work again or arrange a re-assessment. You can keep training while your appeal is being handled.

You can ask for an independent review within 20 working days of getting the outcome. The reviewer has had no involvement in the matter, and it costs you nothing.

You can also call the National Training Complaints Hotline on 13 38 73, or contact the national training regulator, the Australian Skills Quality Authority (ASQA). The Complaints and Appeals Policy and Procedures also lists the consumer and anti-discrimination bodies for your state or territory.

Our staff can help during business hours.

Edway Training Pty Ltd (RTO 91401)

• Sydney: 02 9357 6544 · sydney@edway.edu.au
• Melbourne: 03 9958 2900 · melbourne@edway.edu.au

Training Aid Australia Pty Ltd (RTO 91411)

• Sydney: 02 9357 6544 · admin@trainingaid.edu.au
• Melbourne: 03 9958 2900 · admin@trainingaid.edu.au

Contact the RTO that issues your course. The issuing RTO is named on your course page and on your booking confirmation.

Your venue is named on your booking confirmation email, and your portal homepage shows your upcoming class with its address, date and time.

Choose your venue to see exactly where to go and how to get in.

It depends on the venue. Parking availability, hours and fees can change, so always check the signs and the operator's website before you travel.

Choose your venue for its parking and public transport.

Arrive 15 minutes before your scheduled start time. That is when you sign in and complete the registration paperwork, and your identity is checked when you arrive.

Entry may be refused if you arrive more than 15 minutes after the scheduled start time.

Bring your photo identification. If you are attending a site-based course, wear enclosed footwear.

Some courses need additional identification, clothing or equipment. Use the course-specific preparation information shown after you select your course above. If you are still unsure, contact the office before your class.

Your Zoom link and session time are in your confirmation email. It comes from no-reply@edway.edu.au for an Edway Training course, or from no_reply@trainingaid.com.au for a Training Aid Australia course, and it usually arrives within a few minutes of booking.

Download and set up the Zoom app before your session, from zoom.us/download.

Join with your camera and microphone on. Your identity is checked on camera, so have your photo identification with you, and your camera stays on for the session.

You need a computer, tablet or smartphone with a working camera and microphone, a reliable internet connection, and a current version of the Zoom app.

Test your camera and microphone before the session starts.

Have your photo identification with you. Your identity is checked on camera, and your camera must stay on for the class.

For a New South Wales White Card class delivered by Zoom, you must be in New South Wales during the class. This is a SafeWork NSW condition on connected delivery.

Yes. Online video sessions are recorded.

The recording lets us show the national training regulator, if we are audited, that each student met the performance requirements of the unit of competency.

We tell you about the recording before you enrol, and you consent before joining the session. If you do not consent, you cannot join the session. A face-to-face class is not offered as an alternative.

Your Zoom link is in your confirmation email, which usually arrives within a few minutes of booking. It comes from no-reply@edway.edu.au for an Edway Training course, or from no_reply@trainingaid.com.au for a Training Aid Australia course.

If you cannot find it:

• Search your inbox for the sender address above, and check your junk or spam folder.
• Check which email address you used when you booked, and look in that inbox.

If you have the link but cannot connect, check that you are using a current version of the Zoom app, and that your camera and microphone are working — a Zoom class needs both.

Still stuck? If your session is starting soon, phone the office rather than emailing.

They are two different documents with two different timelines.

Your Statement of Attainment is your nationally recognised training record. It is emailed to you when you finish, and it is always in your student account to download.

For most of our courses that is the whole outcome — there is no card and no regulator certificate to wait for.

Some courses do come with a card or a certificate from a regulator, and that part varies by course and state. Choose your course to see its timings.

For most of our courses there is nothing else to do. Your Statement of Attainment is the outcome, there is no application to lodge and no regulator to register with.

Where there is a step, choose your course and it is set out in full.

You can download your Statement of Attainment from your student account at any time, at no charge.

If you need us to reissue it, ask the office in writing, using the contact details below. The charges are:

• by email: free
• posted copy: $25, which covers printing
• a plastic competency card issued by the RTO: $35

Your training records are also held in the national training collection. Using your Unique Student Identifier (USI), you can view, download and share them online at usi.gov.au.

A card issued by a state regulator is replaced by that authority, not by us. In Tasmania, WorkSafe Tasmania publishes a Construction Induction Replacement Application Form for a lost construction induction card.

A nationally recognised Statement of Attainment does not have an expiry date. However, your industry or a regulator may require refresher training, and a related card or regulator certificate may have its own expiry date.

Choose your course below to see the rule that applies to it.

A nationally recognised Statement of Attainment is recognised throughout Australia. A related card or licence may not transfer in the same way, because each state and territory runs its own scheme.

Choose your course below to see where it is accepted and whether you need to take another step in the new state.

You may not need to repeat the course. There are two possible pathways.

If you already hold the same unit from another registered training organisation, we recognise it directly and you do not need to repeat it. Speak to your trainer or contact the office using the details below before you enrol.

RPL is a formal assessment of skills and knowledge you already have through work, formal or informal training, or life experience.

Complete an RPL application form and send it to the office. We will help you gather evidence such as work samples, third-party reports, portfolios and qualifications. A qualified assessor reviews the evidence and may ask for more information or an interview.

If RPL is granted, the unit is recorded as "RPL Granted". If it is not granted, you receive feedback and can appeal the decision.

Some units of competency do not allow RPL because of state or territory legislation.

• You cannot enrol in the New South Wales RSA course if you hold a current RSA competency card, one that expired less than 28 days ago, or an interim certificate issued less than 5 years ago.
• If your card is due for renewal, renew it through the Liquor & Gaming NSW online refresher. We do not run competency-card refresher courses.