Welcome to Served to Cert.

We are proud to support current and former members of the Australian Defence Force in navigating the transition to civilian life. Your service to our nation is deeply respected, and it is our mission to honour that service by recognising the skills, knowledge, and experience you bring from military life and translating them into nationally recognised civilian qualifications.

At Served to Cert, we specialise in Recognition of Prior Learning (RPL) pathways that validate your military training and experience under the national vocational education and training (VET) framework. Our services aim to provide a direct, supportive, and empowering bridge between your past achievements and your future goals.

We operate under a holistic support model, and in partnership with Salute for Service, a charitable organisation committed to Veterans’ lifelong success. We believe that education and training are most effective when integrated with care and physical well-being, professional development, and ongoing personal support. Our goal is not just to help you reintegrate into civilian life but to thrive.

This Student Handbook provides the information you need to understand your rights and responsibilities, our services, and the policies that ensure your experience is safe, supportive, and inclusive.

Whether you are here to gain formal recognition of your existing skills, explore new qualifications, or begin a new career pathway, we are honoured to walk this journey with you.

We thank you for your service and now, let us serve you.

Legal and Trading Details

Served to Cert Pty Ltd is a Registered Training Organisation (RTO ID 45605) operating under the national vocational education and training (VET) framework in Australia.

For all legal, regulatory, and compliance purposes, the RTO is identified as:

Served to Cert Pty Ltd
RTO ID 45605

Our Mission
To support and empower Australian Defence Force Veterans by recognising their military training, qualifications, and experience, transforming them into nationally recognised civilian credentials that create real-world employment and education pathways.

Our Vision
A future where every Australian Veteran is fully recognised, supported, and empowered to thrive in civilian life through holistic education, professional development, and personal growth.

Our Scope of Delivery
As an RTO, Served to Cert delivers and assesses nationally recognised training and qualifications under the Australian Qualifications Framework (AQF). Our primary focus is on:

• Recognition of Prior Learning (RPL) for military-acquired skills, knowledge, and experience.
• Targeted qualifications relevant to civilian careers in areas such as:
• Leadership & Management
• Business & Administration
• Project Management

Our scope of registration is maintained and updated with the national regulator, Australian Skills Quality Authority (ASQA), and can be viewed on the training.gov.au website.

Our Holistic Model: Education in Context
We operate in partnership with Salute for Service, a charitable organisation that recognises the unique and complex needs of Veterans. Our education delivery is embedded within a holistic care model, which integrates:

• Mental health support
• Physical health and wellbeing
• Employment readiness and career support
• Personalised mentoring and social connection
• Pathways for lifelong learning

As a Registered Training Organisation (RTO), Served to Cert legally required to comply with a broad range of Commonwealth and State legislation that protects the rights of students, staff, and stakeholders. This ensures the integrity, safety, fairness, and quality of our education and support services.

This section outlines the key laws and regulations that govern how we operate and how they protect you.

Standards for RTOs 2025
We operate in full compliance with the Standards for Registered Training Organisations 2025, regulated by the Australian Skills Quality Authority (ASQA).

These standards ensure:

• Quality delivery and assessment of nationally recognised training
• Fair and transparent enrolment, support, and complaints processes
• Recognition of prior learning (RPL) is conducted rigorously and fairly
• Student rights and consumer protections are upheld

More information: www.asqa.gov.au

Australian Consumer Law (ACL)
We comply with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), which protects students by ensuring:

• Accurate information is provided about training and services
• No misleading or deceptive conduct in marketing
• Fair refund and withdrawal processes
• Clear, upfront disclosure of fees and payment terms

Privacy and Confidentiality
We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) in collecting, storing, using, and disclosing personal and sensitive information.

Your information is:

• Collected only for authorised purposes (e.g. enrolment, assessment)
• Kept secure and confidential
• Not shared without your consent (unless required by law)

Students can access or request correction of their personal data at any time.

Work Health and Safety (WHS)
We uphold our responsibilities under the Work Health and Safety Act 2011 (Cth) and relevant state-based WHS legislation.

We are committed to:

• Providing a safe and healthy learning and working environment
• Identifying and managing hazards and risks
• Investigating and reporting incidents
• Supporting the mental and physical wellbeing of all students and staff

WHS responsibilities apply to everyone, and students are expected to:

• Follow safety instructions
• Report hazards or incidents promptly
• Participate in creating a respectful and safe environment (including online)

Equal Opportunity and Anti-Discrimination
We comply with relevant federal and state legislation, including:

• Disability Discrimination Act 1992 (Cth)
• Racial Discrimination Act 1975 (Cth)
• Sex Discrimination Act 1984 (Cth)
• Equal Opportunity Act 2010 (Vic) (or applicable in your state)

This legislation protects students from:

• Discrimination, harassment, and vilification
• Unfair treatment due to age, gender, race, religion, disability, sexuality, or service history

We foster an inclusive, respectful learning space for all.

National Vocational Education and Training Regulator Act 2011
This Act underpins the operation of ASQA and the VET regulatory framework.

It ensures that:

• Only registered RTOs (like Served to Cert) can offer nationally recognised training
• Compliance with national standards is monitored and enforced
• Students receive high-quality and credible qualifications

Copyright and Intellectual Property
Under the Copyright Act 1968 (Cth):

• Students must respect the intellectual property rights of learning materials
• Copying or distributing copyrighted materials beyond fair use is prohibited
• ACDB retains ownership of course materials unless otherwise stated

Students are free to use learning materials for their personal study and assessment purposes.

Student Records and Data Reporting
We report student data as required by the National VET Provider Collection Data Requirements Policy, ensuring compliance with:

• Unique Student Identifier (USI) requirements
• AVETMISS data standards
• National training activity reporting (NCVER)

All reporting is anonymised where required and follows privacy law.

Criminal Offences and Misconduct
In cases where student misconduct may involve criminal behaviour (e.g. threats, impersonation, fraud), we may be required to:

• Suspend or cancel enrolment
• Report the matter to appropriate authorities (e.g. police, ASQA)
• Cooperate with investigations as required by law

Staying Informed
We regularly review our policies and procedures to remain compliant with all relevant laws and regulations. Any changes to legislative compliance obligations will be communicated to students via:

• Email
• Student portal
• Updated handbooks or policy documents

If you are unsure about your rights or responsibilities under any law, please contact our Student Support Team for clarification or assistance.

As a student of Served to Cert, you must have a Unique Student Identifier (USI) before we can issue any nationally recognised qualification or Statement of Attainment.

This section explains what a USI is, why it's required, and how we help you manage it.

What is a USI?
The Unique Student Identifier (USI) is a reference number made up of numbers and letters that:

• Creates a secure online record of your nationally recognised training
• Allows you to access your training records and results at any time
• Ensures all Australian training providers can accurately report training data

The USI is mandatory under the Student Identifiers Act 2014 for anyone undertaking nationally recognised training in Australia.

Why It’s Required
Your USI:

• Links your training records across multiple providers
• Allows you to track your lifelong learning
• Helps government agencies understand training outcomes
• Is required for Served to Cert to issue certificates, including RPL-based qualifications

Without a valid USI, you cannot receive a qualification or Statement of Attainment.

How to Create a USI
If you don’t already have a USI, you can create one for free at:

www.usi.gov.au

You’ll need:

• A valid form of ID (e.g. driver's licence, Medicare card, passport)
• Access to your email or mobile phone

The process takes only a few minutes.

How We Use Your USI
We use your USI to:

• Verify your enrolment
• Record training outcomes
• Submit required national VET data reports
• Issue your qualification upon completion

Your USI and training history are stored securely and treated in accordance with the Privacy Act 1988 (Cth) and Australian Privacy Principles.

USI and Veterans
Many Veterans may already have a USI from previous civilian training or from Defence-sponsored programs.

If you are unsure whether you already have one:

• Visit https://www.usi.gov.au
• Use the “Find your USI” tool
• Or contact our Student Support Team for assistance

If you are applying for RPL, we will need your USI before we can finalise your RPL assessment and issue your certificate.

Helping You with USI Setup
If you need support:

• Our staff can guide you through the process
• You may provide consent for us to create or retrieve a USI on your behalf (written authorisation is required)

This can be done during enrolment or at any time before training begins.

Keeping Your USI Safe

• Your USI belongs to you
• You should keep it safe and secure, just like a tax file number or bank login
• You can access your training transcript by logging in to your USI account at any time

If you lose or forget your USI, recovery tools are available on the USI website, or we can help retrieve it for you (with your permission).

More Information
Visit: https://www.usi.gov.au/students
Or contact our Student Support Team at info@servedtocert.com.au

At Served to Cert, we understand that transitioning from military to civilian life involves more than just training or certification. Our commitment to your success is holistic, encompassing not only your professional development, but also your mental health, physical wellbeing, and personal support.

This section outlines the range of student support services available to you throughout your learning journey with us.

Holistic Support for Veterans
As part of the Salute for Service charity organisation, Served to Cert delivers tailored support services specifically for current and former ADF personnel. Our Veteran-centric approach is designed to ensure that no one walks this journey alone.

Our support model includes:

• Recognition of military qualifications and experience
• Tailored training plans and pathways
• Health and wellbeing referrals
• Ongoing communication and coaching
• Community and peer connection opportunities

Academic Support
We provide individualised academic support to help you succeed in your training or RPL journey.

You can access support with:

• Understanding course content or assessment requirements
• Navigating the RPL process
• Study planning and time management
• Digital learning tools and systems
• Language, literacy, or numeracy (LLN) needs

If you are unsure or overwhelmed at any stage, simply reach out- support is built into the process.

Mental Health and Wellbeing
We acknowledge that many Veterans face challenges related to identity, trauma, or adjustment in civilian life. We are committed to ensuring your emotional safety.

Support available includes:

• Referrals to Veteran-specialist mental health professionals
• Crisis support information and immediate assistance contacts
• Encouragement to access DVA-funded or community wellbeing services
• Respectful, trauma-informed communication in all training and RPL interactions

If you are in immediate distress, you are encouraged to contact Open Arms (1800 011 046)- a 24/7 free and confidential counselling service for current and ex-serving ADF members and their families.

Disability and Learning Support
We aim to provide inclusive training and assessment services. If you live with a disability, health condition, or learning challenge, we encourage you to inform us so we can make reasonable adjustments where needed.

This may include:

• Modified assessment conditions
• Assistive technologies
• Additional time or flexible delivery options
• Visual/audio learning alternatives

All disclosures are kept confidential and managed in line with the Privacy Act 1988 (Cth).

Technical Support
As much of your RPL and training may be delivered online or through digital systems, we provide:

• Guidance for logging in and navigating the student portal or LMS
• Support with uploading evidence or completing digital forms
• Help accessing virtual meetings, video calls, or learning materials

Career and Transition Support
In partnership with Salute for Service, we offer practical career support to help you:

• Translate military experience into civilian job-ready language
• Access resume-writing support and interview preparation
• Connect with Veteran-friendly employers and job placement networks
• Explore further qualifications or study options beyond RPL

External Support Services
While we are committed to in-house support, we also work in partnership with trusted external services:

A complete list of referral partners and welfare contacts is available upon request or through your student onboarding package.

How to Access Support
You can request support at any time by:

• Contacting your assessor or trainer
• Emailing our Student Support Team at info@servedtocert.com.au
• Speaking with our team during orientation or check-ins

There is no cost to access internal support services, and we will assist with referrals if specialist external help is needed.

All students must adhere to our Code of Conduct, which outlines the expected behaviour while engaging with Served to Cert. This includes:

• Conducting yourself ethically and professionally.
• Refraining from the use of offensive language or behaviour.
• Not being under the influence of drugs or alcohol while engaging in any training or assessment activities.
• Respecting the learning needs, experiences, and opinions of others.
• Using digital platforms and communication channels appropriately.

Breaches of the Code of Conduct may result in disciplinary action, in line with our Student Misconduct Policy.

These policies can be found in the “Student Hub” on the website at www.servedtocert.com.au

As a student of Served to Cert, you have the right to:

Quality Education and Training

• Receive training and assessment that meets current industry standards and complies with the Standards for RTOs 2025.
• Be assessed fairly through valid, reliable, flexible, and authentic processes- especially during RPL assessments.

Recognition of Prior Learning (RPL)

• Have your military experience, skills, and qualifications assessed transparently and fairly.
• Access information about the RPL process before enrolment.

Privacy and Confidentiality

• Have your personal and sensitive information handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
• Request access to your student records at any time.

Safe and Inclusive Environment

• Learn in a safe, respectful, and inclusive environment- free from discrimination, harassment, or bullying.
• Be supported in line with your individual needs, including disability support or trauma-informed learning options.

Complaints and Appeals

• Access a transparent and fair complaints and appeals process without fear of victimisation or disadvantage.
• Be supported during any complaint or appeal process, with access to an advocate or representative.

Informed Choice

• Receive clear and accurate information about your course, fees, and obligations before enrolling.
• Understand your rights under Australian Consumer Law, including refund and withdrawal policies.

With these rights come responsibilities. As a student, you are expected to:

Respect Others

• Treat all staff, trainers, assessors, and fellow students with respect and professionalism.
• Avoid behaviour that is abusive, threatening, or discriminatory.

Participate Honestly and Responsibly

• Provide accurate information during enrolment and the RPL process.
• Submit your own original work and refrain from plagiarism or dishonest conduct.
• Engage meaningfully in your training or RPL pathway.

Maintain a Safe Learning Environment

• Follow all safety instructions and report risks, hazards, or incidents promptly.
• Not attend any training or assessment activities under the influence of alcohol or illicit substances.

Communicate Needs and Concerns

• Inform us if you are struggling or require support to continue your training or RPL.
• Keep your contact details up to date to ensure communication is effective.

Uphold the Code of Conduct

• Adhere to the behaviours and standards outlined in the Student Code of Conduct.
• Cooperate with any investigations or requests relating to breaches of conduct.

Additional Responsibilities for Online and RPL Students

As many Served to Cert students will complete their training or RPL online or remotely, the following also apply:

• Ensure your device and internet connection are sufficient to participate.
• Respond to communications in a timely manner (email, phone, online meetings).
• Maintain the security of your login credentials and submitted documents.

At Served to Cert, we are committed to transparency, fairness, and compliance with Standards for RTOs 2025, Australian Consumer Law, and charity-sector values. This section outlines how we manage course fees, payment arrangements, refunds, and student protections.

Fee Transparency
We ensure all students receive clear and accurate information about fees before enrolment.

You will receive a written Statement of Fees outlining:

• Total course cost or RPL assessment fee
• Payment terms and due dates
• Any third-party or government funding (if applicable)
• Refund policy and student rights
• Any incidental or material costs (e.g. document reprints)

We do not charge hidden fees or unexpected costs after enrolment.

Course and RPL Fees
Depending on your chosen pathway, your fees may include:

Note: As a Veteran-focused RTO under Salute for Service, many students may be eligible for discounted, subsidised, or funded pathways. Our team will advise you before enrolment.

Payment Options
We offer flexible payment arrangements that recognise Veterans’ circumstances.

Available options include:

• Full upfront payment
• Instalment plans (weekly, fortnightly or monthly)
• Deferred payment (where third-party funding is pending)

You will not be required to pay more than $1,500 upfront, in accordance with the Standards for RTOs 2025 (Clause 5.3).

All payment plans are documented and agreed upon in writing.

Refund Policy
We understand that plans can change due to service obligations, personal reasons or health challenges. Our Refund Policy is built on compassion and compliance with Australian Consumer Law.

Refund Eligibility:

Example: Pro Rata Refund Calculation with Minimum Administration Charge

Course Details:
Total Course Fee: $3,000
Number of Units in Course: 12
Cost per Unit (for refund purposes): $250 ($3,000 ÷12)
Minimum Non-Refundable Charge: $300 (e.g. for admin, resources, enrolment processing)

Example: Student withdraws after completing 3 units
Units completed: 3
Value of completed units: 3 × $250 = $750
Minimum charge (non-refundable): $300
Total chargeable amount: $750 (units) + $300 (minimum) = $1,050
Refundable amount: $3,000 - $1,050 = $1,950
Refund = $1,950

Refunds are processed within 14 business days of an approved request.

How to Request a Refund
To apply for a refund:

1. Submit a Refund Request (available from support staff or can be submitted online)
2. Include relevant supporting documents if applicable (e.g. medical certificate, deployment notice)
3. Our team will assess the request and contact you within 5 business days

You may appeal any decision under our Complaints and Appeals Policy.

Non-Payment or Late Payment
While we aim to support every student, failure to meet payment commitments may result in:

• Temporary suspension of access to systems or assessment services
• Withholding of certificates or qualifications until payment is received
• Formal cancellation of enrolment (as a last resort)

You are encouraged to communicate early if you are experiencing financial hardship. We are here to support, not penalise.

Financial Hardship Support
Veterans facing financial hardship may be eligible for:

• Deferred payment arrangements
• Waivers or fee reductions (case-by-case)
• Referrals to relevant financial or Veteran support services

Our team will work with you confidentially and respectfully to find a solution.

Certificates and Reprints
Once you have met all course or RPL requirements and fees are paid, you will receive:

• A Statement of Attainment (for partial completion)
• Or a Certificate of Qualification (for full completion)

Reprints of certificates are available upon request (a small fee may apply).

At Served to Cert, we are committed to creating a safe, respectful, and transparent learning environment. We understand that, from time to time, concerns or disagreements may arise and we provide all students with access to a fair, accessible, and confidential complaints process.

Whether your concern is academic, administrative, interpersonal, or related to your wellbeing, we will treat your complaint with integrity, empathy, and professionalism.

What Is a Complaint or Grievance?
A complaint or grievance is any expression of dissatisfaction with:

• A staff member, assessor, or trainer
• A course or unit of competency
• The behaviour of another student
• Assessment processes or outcomes
• Access to support or resources
• Discrimination, harassment, or unfair treatment
• Decisions about fees, refunds, or enrolment
• Any aspect of your experience as a student at Served to Cert

You have the right to be heard, respected, and protected when raising a concern.

Principles of Our Complaints Process
Our complaints process is guided by the following principles:

• Confidentiality – your complaint will only be shared with those directly involved
• No victimisation – you will not suffer disadvantage for making a complaint
• Procedural fairness – all parties will have the opportunity to be heard
• Timeliness – we aim to resolve all complaints promptly
• Support – you may bring a support person or advocate at any stage
• Impartiality – complaints are investigated by someone not involved in the issue

Informal Resolution
Where appropriate, we encourage early, informal resolution. This may involve:

• Speaking directly with the person involved (if safe and comfortable)
• Requesting a meeting with a staff member or trainer
• Asking a Student Support Officer to help mediate a discussion

Often, issues can be resolved quickly and respectfully at this stage.

Formal Complaint Process
If informal resolution is not appropriate or unsuccessful, you may lodge a formal complaint.

To submit a complaint:

• Submit your complaint via the “Student Hub” at www.servedtocert.com.au
• Include any supporting evidence or documentation

We will:

1. Acknowledge receipt of your complaint within 2 business days
2. Assign an independent staff member to review the issue
3. Investigate the matter fairly and confidentially
4. Notify you of the outcome within 10 business days, or keep you updated if more time is needed

If You’re Not Satisfied
If you are unhappy with the outcome of your complaint, you may request a review or appeal.
This will involve:

• A senior or external reviewer not previously involved
• A full re-examination of the complaint and evidence
• A written outcome and explanation provided within 15 business days

External Complaint Options
If you are not satisfied with our internal resolution, you can lodge a complaint with an external agency:

• National Training Complaints Hotline: 13 38 73
• Australian Skills Quality Authority (ASQA): www.asqa.gov.au
• Fair Work Ombudsman (for employment-related issues): www.fairwork.gov.au
• Veterans' Advocacy Services (if applicable through ESOs or DVA)
• Ombudsman (State or Federal) – for government-funded student matters

We will cooperate fully with any external investigations.

Anonymous Complaints
Anonymous complaints are accepted but may be more difficult to investigate. We will handle them with care and confidentiality where possible.

Recordkeeping and Privacy

• All complaints are securely recorded in our Complaints Register
• Personal information is protected under the Privacy Act 1988 (Cth)
• Records are retained in accordance with our Record Management Policy

Support Throughout the Process
We understand that making a complaint can be difficult. You are encouraged to:

• Bring a support person, advocate, or ESO representative
• Access counselling or mental health support (we can assist with referrals)
• Reach out at any time for updates or assistance

You will be treated with respect, and we will act without bias or retaliation.

At Served to Cert, we are deeply committed to upholding access and equity principles across all our training, assessment, and support services. As a Veteran-focused RTO, we actively work to remove barriers to learning and participation, especially for individuals facing transition challenges, disability, disadvantage, or trauma.

What Access and Equity Means
Access and Equity means:

• Access: Ensuring all individuals have the opportunity to engage in and benefit from our programs, regardless of their background or circumstances.
• Equity: Providing fair and inclusive support that accounts for the different needs of individuals to succeed.

This aligns with:

• Standards for RTOs 2025 (Clause 5.1 – 5.4, 8.5)
• Commonwealth Disability Discrimination Act 1992
• Equal Opportunity and Anti-Discrimination legislation
• Australian Privacy Principles
• The values of trauma-informed, inclusive Veteran care.

Our Commitment
We actively support:

• Veterans and their families
• Aboriginal and Torres Strait Islander peoples
• Individuals with disability or health conditions
• People from culturally and linguistically diverse (CALD) backgrounds
• People from rural and remote areas
• Individuals facing unemployment, financial hardship, or social exclusion
• LGBTQIA+ students and gender-diverse persons

We design training delivery and support systems that are responsive to diverse needs.

Inclusive Practices
Some of the ways we apply access and equity include:

Reasonable Adjustment
We are committed to making reasonable adjustments for students with disability or specific needs- without compromising the integrity of assessment outcomes.

Examples include:

• Extended time for assessments
• Use of assistive technologies
• Modified formats (e.g. audio, larger print)
• Changes to the environment (e.g. quiet room, online access)

To request reasonable adjustments:

• Speak with your assessor or support team during enrolment or at any time
• Provide supporting documentation (e.g. GP letter, DVA information, specialist recommendation)
• All disclosures are confidential and protected by law

Anti-Discrimination and Harassment
Discrimination, harassment, bullying, or vilification of any kind is strictly prohibited.

This includes discrimination based on:

• Age, gender, race, religion, disability, sexuality, military service history, or personal beliefs

We enforce a zero-tolerance policy, as outlined in our Code of Conduct and Misconduct Policy, and investigate all complaints seriously.

Staff Training and Responsibility
All Served to Cert staff, trainers, and assessors:

• Receive regular training in access and equity, diversity awareness, and inclusive delivery
• Are required to uphold access and equity principles in their daily practice
• Must report and respond to any access-related barriers or incidents

Reporting Barriers or Discrimination
If you experience or witness any form of unfair treatment or access issues, we encourage you to:

• Report it confidentially to our Student Support Team
• Use our Complaints and Appeals Process
• Request support or advocacy if needed

Continuous Improvement
We regularly review:

• Access and equity data
• Student feedback from diverse groups
• Barriers to participation
• Completion and satisfaction outcomes

This helps us improve services and strengthen support for those who may need it most.

At Served to Cert, our assessment practices are fair, valid, reliable, and flexible, designed to recognise your prior learning and service experience, and to support your progress toward nationally recognised qualifications.

We also provide a clear and accessible Appeals Process to ensure that all students have the opportunity to seek a review of their assessment outcomes.

Assessment Philosophy
Our approach to assessment reflects:

• Recognition of your prior military training and operational experience
• Flexibility to accommodate service-related needs and learning styles
• Transparency in expectations, criteria, and feedback
• Compliance with the Standards for RTOs 2025 – Clauses 1.8 to 1.12

Assessment focuses on demonstrating competency, not on pass/fail grades.

Types of Assessment Methods
You may be assessed using a combination of the following:

• RPL (Recognition of Prior Learning)- based on your documented military experience, qualifications, and evidence portfolio
• Observation- of practical tasks or simulated activities
• Oral questioning- interviews or verbal demonstrations of knowledge
• Written responses- short answer or knowledge questions
• Projects or case studies- real-world tasks with problem-solving elements
• Third-party reports- from supervisors or commanding officers (where applicable)
• Gap training assessments- if RPL does not cover all required competencies

All assessments are conducted by qualified assessors who hold the required credentials under current standards.

Reasonable Adjustments
We understand that some students may need reasonable adjustments to assessment based on:

• Mental or physical health needs
• Learning difficulties
• Neurodiversity (e.g. PTSD, ADHD, dyslexia)
• Personal or family circumstances

We may adjust:

• The format of assessment (e.g. verbal vs written)
• The time allowed
• The environment (e.g. quiet room or online)
• The method of evidence submission

Note: Reasonable adjustment does not change the competency standard- it allows equitable access to demonstrate your skills.

Assessment Feedback and Results

• You will receive clear, constructive feedback on your assessments
• Assessment outcomes will be marked as:
  • Competent (C): you have demonstrated the required skills and knowledge
  • Not Yet Competent (NYC): further evidence or training is needed
• Feedback will be provided within 10 business days of submission
• If you are NYC, you will be given opportunities for resubmission or support

We encourage open communication between you and your assessor.

Resubmissions and Reassessment
If you are found Not Yet Competent:

• You will receive detailed feedback and guidance
• You are entitled to two resubmissions per unit at no additional cost
• If still NYC after two attempts, a reassessment fee may apply (discussed transparently)
• If needed, gap training may be offered to support your competence

We’re committed to your success and will work with you to build confidence and capability.

Appealing an Assessment Decision
If you believe your assessment result is unfair or incorrect, you can submit a formal appeal.

Steps to Appeal:

1. Discuss informally with your assessor to clarify feedback
2. If unresolved, you can submit a formal appeal trough the website. A form can also be requested (available via Student Support info@servedtocert.com.au)
3. Your appeal will be reviewed by a senior staff member or independent assessor
4. A written decision will be provided within 10 working days
5. If you are still dissatisfied, you may escalate the matter to an external independent reviewer

You will not be penalised for lodging a genuine appeal.

External Appeal Options
If you are not satisfied with the internal appeal outcome, you may contact:

• National Training Complaints Hotline: 13 38 73
• Australian Skills Quality Authority (ASQA): www.asqa.gov.au
• A Veterans' advocate or ESO (if applicable)

We will provide all records and cooperate with any external review body.

Assessment Integrity and Conduct
Students are expected to:

• Submit their own work
• Acknowledge all sources and avoid plagiarism
• Maintain integrity and honesty in assessment submissions

Misconduct in assessments may result in penalties under the Student Code of Conduct.

Contact for Assessment and Appeals
If you have questions or need support you can submit an query online through the student hub or: Email: info@servedtocert.com.au

We are here to help you achieve your goals with clarity and fairness.

At Served to Cert, Recognition of Prior Learning (RPL) for Veterans is a core part of our mission. Our RPL process acknowledges the skills, knowledge, training, and experiences gained through military service and other life or work experiences and maps them to nationally recognised qualifications.

What is RPL?
Recognition of Prior Learning (RPL) is a formal assessment process that allows you to:

• Gain credit toward a qualification
• Avoid duplication of learning
• Fast-track your civilian career pathways
• Have your military and life experiences formally recognised

RPL compares your existing competencies (regardless of where or how they were acquired) against the performance criteria of the units of competency in a specific qualification.

Why RPL Matters for Veterans
Your service in the ADF has equipped you with a wealth of transferable skills - leadership, risk management, communication, planning, technical capabilities, and more. These competencies can directly align with qualifications in:

• Business
• Project management
• Leadership and management
• Work health and safety
• Logistics
• ICT and cybersecurity (where relevant)

Our RPL program supports:

• A faster pathway to qualification
• Recognition of your professional value in the civilian workforce
• Enhanced career confidence and employability
• Minimised training time and cost

Who Can Apply for RPL?
You may be eligible for RPL if you have:

• Military service experience in any ADF branch
• Completed military training or qualifications
• Experience performing tasks aligned with civilian job roles
• Informal learning, volunteering, or civilian work experience

You don’t need to have formal education in the area- your experience counts.

The RPL Process
Our Veteran-focused RPL process includes:

Types of Evidence You Can Provide
We accept a broad range of evidence, including:

• Military course reports or certificates
• PMKeys/ADF training history extracts
• Letters of reference (CO, supervisors, colleagues)
• Performance reports or operational summaries
• Work samples or portfolios
• Civilian qualifications or licences
• Photos/videos of tasks performed
• Statutory declarations (for informal or verbal roles)

All evidence must be authentic, current, relevant, and sufficient to meet the training package requirements.

Support with RPL Applications
We provide and have access to:

• Trainers and Assessors familiar with military roles and terminology
• Templates and checklists to guide your evidence collection
• 1-on-1 support throughout the application process
• Translation of ADF experience into civilian language (e.g. “Section Commander” → “Team Leader”)

We aim to make the process smooth, respectful, and empowering.

RPL Costs and Timeframes

• Cost: RPL is priced per qualification and may include administrative, assessment, and gap training fees. Discounts or subsidies may apply.
• Timeframe: Depending on evidence, most RPL processes are completed within 4 weeks.
• Fee Policy: See our Fees and Refunds Policy for full details.

Appeals and Feedback
If you are not satisfied with the outcome of your RPL assessment:

• You may appeal the decision through our Complaints and Appeals Policy
• We encourage open dialogue and will reassess where justified

We value your feedback and use it to improve our RPL model continuously.

At Served to Cert, we take the protection of your personal information seriously and comply with all applicable privacy, data handling, and records management legislation.

This includes:

• The Privacy Act 1988 (Cth)
• The Australian Privacy Principles (APPs)
• The Student Identifiers Act 2014
• The Standards for RTOs 2025, Clauses 3.6–3.8
• ASQA and NCVER reporting and data obligations

Our Records and Privacy Policy ensures your personal, academic, and health information is protected, stored appropriately, and used only for authorised purposes.

What Student Records We Hold
We are required to collect and maintain certain types of records for each student, including:

• Personal information (e.g. full name, contact details, DOB)
• Unique Student Identifier (USI)
• Enrolment and course details
• Recognition of Prior Learning (RPL) evidence and outcomes
• Assessment records and outcomes
• Support services accessed (when relevant)
• Financial records (e.g. fee payments, refunds)
• Complaints or appeals (if submitted)
• Any reasonable adjustments or medical documentation (if disclosed)

All records are handled in accordance with national data and record-keeping requirements.

How Your Information Is Collected
We collect your information:

• Directly from you during enrolment
• Through training and assessment activities
• Via support or service interactions
• From third-party sources (only with your consent), e.g. prior RTOs, Defence training systems

You have the right to withhold certain information, but please note this may limit the services or support we can provide.

How Your Information Is Used
Your personal and academic data may be used to:

• Deliver and assess training
• Provide support services
• Issue nationally recognised qualifications
• Confirm your identity
• Meet government reporting obligations
• Evaluate our programs and services
• Monitor academic progress or welfare risks
• Contact you about course updates or policies

We only use your information for the purposes for which it was collected or as required by law.

How We Store and Secure Your Records
All student records are stored:

• In secure electronic databases with password protection
• In compliance with data retention laws (minimum 30 years for transcripts and certification records)
• With regular system backups and encrypted data where appropriate

Access is limited to authorised personnel only, and we regularly audit our systems for compliance.

Who We Share Information With (and Why)
Your data may be shared with third parties only when:

• Legally required (e.g. ASQA, NCVER, government bodies)
• Authorised by you (e.g. employer, ESO, support worker)
• Required to issue qualifications or USIs
• Required to support your welfare or respond to emergencies (with your consent where possible)

We will never sell, rent, or disclose your information for marketing or non-educational purposes.

Accessing and Updating Your Information
You may request to:

• View the personal and academic records we hold about you
• Correct inaccurate, incomplete, or out-of-date information

To do so, contact our Student Administration Team in writing. We will respond within 10 business days.

Retention and Disposal of Records

• Academic records (transcripts, awards, enrolments) are retained for 30 years
• Financial records are retained for 7 years
• Other records are disposed of securely in line with retention schedules

All disposal of personal or sensitive information is done in a confidential and secure manner.

Breaches of Privacy
In the unlikely event of a data breach:

• We will notify affected individuals as soon as practicable
• We will report to the Office of the Australian Information Commissioner (OAIC) if required
• We will investigate and take action to prevent recurrence

At Australian College of Digital Business (ACDB) Pty Ltd RTO ID 45605, Trading as Served to Cert, academic integrity is a foundational principle of ethical and professional conduct. We expect all learners to act honestly, responsibly, and respectfully when undertaking assessments, submitting evidence, and participating in learning activities.

This section outlines:

• Our commitment to academic integrity
• What constitutes plagiarism and academic misconduct
• Consequences and resolution processes

What is Academic Integrity?
Academic integrity means:

• Submitting work that is your own
• Being truthful about your skills, experience, and knowledge
• Giving proper credit to others’ ideas or resources
• Following assessment rules and instructions
• Reporting unethical or dishonest conduct

Maintaining integrity ensures your qualification is valid, respected, and a true reflection of your capabilities- especially important in the Recognition of Prior Learning (RPL) context.

What is Plagiarism and Academic Misconduct?
Plagiarism is using another person’s work, words, or ideas without proper acknowledgment.

This includes:

• Copying directly from a source without citation
• Using templates, reports, or assessments from other students
• Submitting work completed by someone else
• Artificially inflating experience in RPL documentation
• Fabricating evidence or falsifying documents

Other forms of misconduct include:

• Cheating or collusion in assessments
• Submitting falsified credentials, service records, or references
• Bribery or attempting to influence assessors
• Using generative AI or automation tools without permission

Our Expectations
You are expected to:

• Complete all assessments honestly and independently
• Provide authentic RPL evidence (e.g. verified Defence documentation, references)
• Seek assistance if unsure about assessment expectations
• Ask for guidance on how to correctly reference or present information

Trainers, assessors, and support staff are available to help you maintain integrity and succeed ethically.

Detection and Investigation of Misconduct
We use a variety of tools and practices to detect academic misconduct, including:

• Review of writing patterns and content duplication
• Cross-checking RPL evidence with known Defence frameworks
• Follow-up with referees or supervisors
• Verification of documents and qualifications

If misconduct is suspected, we will:

1. Inform you in writing of the concern
2. Provide an opportunity for you to respond
3. Review all available information fairly
4. Make a determination and apply outcomes if necessary

Outcomes of Academic Misconduct
If academic misconduct is confirmed, consequences may include:

Repeat offences or deliberate breaches may result in suspension or cancellation of enrolment.

Appeals and Support
You have the right to:

• Appeal any decision relating to academic integrity
• Be treated fairly and respectfully throughout the process
• Access support services or representation
• Seek external review if you believe your case was mishandled

We will always ensure procedural fairness and an opportunity to be heard.