Online Service Standards - ICV
International College of Victoria

ICV offers a range of courses that can be delivered partly or wholly online. ICV is committed to providing a quality learning experience for students studying online and these online service standards explain our commitment to students in key areas. Our main focus is to provide seamless study experience to gain positive outcome and better job prospects.

  1. Learner Support

ICV will provide the following support to learners studying any aspect of their course online:

a. Online – Trainers/Assessors

ICV’s Online Trainers/Assessors will be available for queries about learning and assessment by:

  • Email: Monday to Friday 9am – 5pm (excluding public holidays)
  • Phone: Monday to Friday 9am – 5pm (excluding public holidays)
  • Microsoft Teams: The trainer/assessor will deliver the training online as per their timetable
  • aXcelerate (SMS): Online learning platform where all the required learning resources are shared with the learners. This support will be available for the duration of the course.

ICV’s Online Trainers/Assessors will respond to queries within 48 hours and assessment will be returned within 14 days. There will be a maximum of 50 online learners to each trainer/assessor for each course.

b. Administrative Support

  • ICV administration staff will be available for queries by phone and email between 9am – 5pm Monday to Friday (excluding public holidays) and will reply to queries within 48 hours
  • ICV’s online learners will have access to the same support services as of on-campus learners

c. IT Support for technical queries

  • ICV’s IT support is available through ICV Administration Team via phone (03 9942 1836) and email (support@ between 10am – 4pm Monday to Friday (excluding public holidays) and between 10am – 2pm on Saturday (excluding public holidays)
  • Will reply to queries within 48 hours

d. Support Services

  • Course Coordinator and Trainers/Assessors are available by appointment between 9am and 5pm Monday to Friday (excluding public holidays)
  • Counselling services available by appointment between 9am and 5pm Monday to Friday (excluding public holidays)
  1. Student Entry Requirements and Induction

ICV conducts a comprehensive Pre-Training Review for all prospective learners to determine whether a course is suitable and appropriate for their individual needs. This will include assessment of your digital literacy by:

  • undertaking LLN assessment using LLN Robot
  • Discussing the LLN assessment outcome and making recommendation about whether the course is suitable for you and indentifying additional support where required.

ICV uses Microsoft Teams and aXcelerate for online course delivery. The following are the minimum information technology requirements to enable optimal access to Microsoft Teams and aXcelerate:

  • A device with a minimum of 8GB memory and 1.6 Ghz processor
  • Microsoft Windows 8 and above or Mac OS version 10 and above
  • Android phones and tablets
  • iphone, iPad and iPod touch
  • A PDF reader – Adobe Acrobat recommended
  1. Learning Materials

ICV ensures that learning materials used in online training are interactive and are presented in a variety of formats, including;

  • Video content
  • Power-point slides
  • Guided content
  • Discussion Forums
  • Downloadable PDFs
  1. Learner Engagement

ICV provides an online learning experience that is engaging and interactive. We will monitor your participation and ensure that you continue to progress through your course. The online platforms provide learning opportunities for the learners to access the learning material required to progress through the course.

Ongoing feedback will be provided as you study through:

  • Interaction with trainers/assessors in informal discuss through Microsoft Teams
  • In response to individual queries and in relation to tasks you complete

ICV will contact the learners who have not participated within 2 months of the course commencement date. The learners who have not participated within 2 months of the course commencement date that do not reengage after 3 attempts at contact will be deemed to have withdrawn from the course. Such learner will be sent an intention to withdraw letter.

  1. Mode and Method of Assessment

A minimum of two forms of assessments will be used for each unit of competency. Forms of assessments may include but are not limited to:

  • Written/verbal questions
  • Workplace practical/simulation tasks
  • Projects
  • Case studies
  • Presentation
  • Observation
  • Portfolio of evidence
  1. Trainers and Assessors

All trainers and assessors delivering online courses at ICV are experienced in online delivery and have undertaken professional development in online delivery, which may include:

  • Internal professional development workshops
  • Participation in staff professional development workshops through VET Development Centre or other relevant bodies
  1. Storage and backup

Safety of our data is integral. All of our data is backed up on cloud servers.