Online Service Standards - ICV
International College of Victoria
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Online Service Standards

ICV Online Service Standards

1. Our Commitment to a Quality Online Learning Experience

ICV is committed to providing a high-quality, supportive, and engaging learning experience for all students studying online. These standards explain our commitments and your rights and responsibilities as a learner. Our services are designed and delivered to comply with the Standards for RTOs 2025, the Australian Consumer Law, and the Privacy Act 1988.

2. Before You Enrol: Ensuring an Informed Choice

We are committed to providing you with accurate and comprehensive information to help you make an informed decision about your studies.

  • 2.1 Marketing and Advertising: All our marketing materials will provide a realistic overview of the course and will include our RTO Name and Code, and the full training product code and title. We do not guarantee employment outcomes.
  • 2.2 Pre-Training Review (PTR): Before you can enrol, you must complete a Pre-Training Review. This is a crucial step where we work with you to ensure the course is suitable for your individual needs, existing skills, and career goals. This process includes an assessment of your Language, Literacy, and Numeracy (LLN) skills and your digital literacy to ensure you have the required capabilities to succeed in an online environment.
  • 2.3 Pre-Enrolment Information: Before you enrol or pay any fees, we will provide you with clear information on:
    • Course content, duration, delivery modes, and assessment methods.
    • A full schedule of fees and charges, including tuition fees, material costs, and any other charges.
    • Our Withdrawal and Refund Policy, and our Complaints and Appeals Policy.
    • The support services available to you, including academic, technical, and wellbeing support.
    • The minimum IT requirements for accessing our online platforms (Microsoft Teams and aXcelerate).

3. Learner Support: An Integrated Service Framework

We provide a holistic support system to assist you throughout your learning journey. Our support services are equivalent for both online and on-campus learners.

  • 3.1 Academic and Administrative Support:
    • Trainers/Assessors: Are available for queries about learning and assessment via Email, Phone, and Microsoft Teams, Monday to Friday, 9am – 5pm (AEST/AEDT, excluding public holidays). We are committed to responding to queries within 48 business hours.
    • Administrative Staff: Are available for queries regarding enrolment, fees, and records via phone and email, Monday to Friday, 9am – 5pm. We are committed to responding within 48 business hours.
    • Course Coordinators: Are available for more complex academic matters by appointment.
  • 3.2 IT Support: For technical issues with our learning platforms, IT support is available via phone and email, Monday to Friday, 10am – 4pm, and Saturday, 10am – 2pm. We are committed to responding within 48 business hours.
  • 3.3 Wellbeing and Accessibility Support:
    • Counselling Services: Confidential counselling services are available by appointment to support your wellbeing.
    • Reasonable Adjustment: We are committed to making reasonable adjustments for students with a disability. If you have a disability or specific learning need, we encourage you to discuss this with us so we can work with you to implement appropriate support.
  • 3.4 Service Level Commitments:
    • Queries: All email and phone queries to trainers or administration will be responded to within 48 business hours.
    • Assessments: Assessments will be marked and returned with feedback via aXcelerate within 14 calendar days of submission.

4. The Online Learning Environment

  • 4.1 Learning Materials: We provide interactive learning materials in a variety of formats, including video content, PowerPoint slides, guided content, discussion forums, and downloadable PDFs. All materials are regularly reviewed for currency and accuracy.
  • 4.2 Learner Engagement and Progress: We expect you to actively engage in your course. Our trainers will monitor your progress through the aXcelerate platform.
    • Early Intervention: If we notice you are becoming inactive or falling behind, we will proactively contact you to offer support and help you get back on track.
    • Withdrawal for Non-Engagement: If you are inactive for a continuous period of 8 weeks and do not respond to our attempts to contact you and offer support, you may be deemed to have withdrawn from the course. We will follow a fair process, including multiple contact attempts and issuing a formal ‘Intention to Withdraw’ letter, before any action is taken. You will have the right to appeal this decision.

5. Assessment Integrity

  • 5.1 Assessment Methods: You will be assessed using a minimum of two forms of assessment for each unit of competency. Methods may include written/verbal questions, projects, case studies, observation (via video), and portfolios.
  • 5.2 Authenticity: You must submit your own original work for all assessments. ICV uses a range of methods to ensure academic integrity, which may include plagiarism detection software and oral questioning to verify your knowledge.
  • 5.3 Principles: All assessments are conducted in line with the Principles of Assessment (Fairness, Flexibility, Validity, Reliability) and the Rules of Evidence (Validity, Sufficiency, Authenticity, Currency).

6. Our VET Workforce

All ICV trainers and assessors hold the required credentials as specified in the Standards for RTOs 2025: Credential Policy. They possess current industry skills and undertake regular professional development, including in the field of online training and assessment.

7. Information Privacy and Data Security

ICV is committed to protecting your personal information in accordance with the Privacy Act 1988.

  • 7.1 Collection and Use: We only collect personal information that is necessary for us to provide you with training and to meet our legal and regulatory obligations. Our full Privacy Policy, which is available on our website, provides detailed information on how we manage your data.
  • 7.2 Data Security: We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access. All our data is stored on secure cloud servers. We have confirmed that all student personal data is stored on servers located within Australia.
  • 7.3 Record Keeping: We retain records of your AQF qualifications for 30 years and your completed assessment items for at least 2 years, as required by our regulator.