Privacy Policy
Welcome to the Australian Institute of Learning
We are excited you are here. You bring your goals. We bring structure, coaching, and tools. Please review our Privacy Policy and Student Handbook before enrolment
MAIN WELCOME
WELCOME TO YOUR PRE-ENROLMENT and ONBOARDING
Watch this video to get started on your learning journey with us.
Before You Start: Your USI
Before you start, you need a USI. If you have already given it to us, thank you. If not, you will need to provide it so we can issue your results and certificates.
We verify your USI as required. usi.gov.au
Language, Literacy and Numeracy Check
LLN Assessment
You will be asked to complete a short Language, Literacy and Numeracy check. This helps us plan support.
Digital Literacy
We also check digital literacy, because you will use online tools.
Providers must make sure students can access the tools needed to learn. ASQA
Digital Tools You Will Use
Internet
Essential for accessing all your learning materials and resources.
Your Learning Management System
We provide a short LMS walk-through video before your first class.
Class Tools
Class tools like Kahoot! or Slido.
Research Tools
Research tools like the State Library of Queensland databases.
Support and Wellbeing
If you have a disability, language, literacy or wellbeing need you have not told us about, please let us know in confidence.
Use the confidential contact form in the Student Lounge, or email studentlounge@aiol.net.au.
If you are under 18, we may involve a parent or guardian where needed to support you.

Providers must give students clear support pathways and timely responses. ASQA
Your Essential Resources
Student Handbook
Read your Student Handbook for comprehensive information about your course and our policies.
Student Lounge
Visit the Student Lounge for calendars, extension forms, attendance forms, and how to reach us. This access is granted once enrolment is confirmed.
Conversational Agent
You can also ask the conversational agent in the Student Lounge for quick answers during your training. Any other information required can be accessed via our Main Website page conversational agent.
We believe in respect, fairness, and learning that leads somewhere real. If you follow the guide and ask for help early, you will do well.
Let us get started.
What You Need Before You Begin
01
USI
Unique Student Identifier is needed for enrolment and certification. We verify your USI and handle it in line with privacy obligations. usi.gov.au
02
LLN + Digital Literacy
You may complete short LLN and digital checks so we can plan support. Providers must consider LLN and digital needs for each training product. ASQA
03
Digital Readiness
You will use our LMS, Internet, email, Kahoot! or Slido, and research tools such as the State Library of Queensland databases.
04
Inclusive Support
Tell us early if you have language, literacy, disability, health or wellbeing needs. We may ask for evidence so we can tailor support. Timely responses are required. ASQA
05
Student Resources
The Student Lounge has calendars, attendance and extension forms, and a link to the Student Handbook.
06
Contact
studentlounge@aiol.net.au. You can also use the Student Lounge conversational agent for common questions.
Issuing timeframes. When you complete your training product, we issue your AQF documentation within 30 calendar days. ASQA +1

Why this matters: ASQA expects clear, accurate pre-enrolment information and access to the tools and facilities students need to learn safely and effectively. ASQA
RECAP
Have your USI ready
Do the LLN and digital checks if asked
Use the LMS, class apps, and library databases
Watch the short LMS walk-through
Tell us privately if you need support
Use the Student Lounge for forms, dates, and help
ASQA references: Information and transparency Practice Guide. ASQA | Training support Practice Guide. ASQA | Issuance of certification within 30 days. ASQA +1 | USI privacy obligations. usi.gov.au
VIDEO
Code of Conduct and Respect
Watch this video to understand our expectations for behaviour and respect.
Code of Conduct and Respect
At the Australian Institute of Learning, everyone has the right to learn in a safe, respectful space.
We listen. We include. No bullying, harassment, or discrimination. Use devices and AI tools appropriately.
If you have language, literacy, disability or wellbeing needs you have not told us about, use the confidential form in the Student Lounge or email studentlounge@aiol.net.au.
If you are under 18, we may involve a parent or guardian where needed.
The Student Handbook sets the tone we live by. We are friendly and supportive, and we are clear about boundaries.
If behaviour breaches our code of conduct, you may be asked to leave the class while we address the issue. We act to keep everyone safe and learning.
Respect is not just a rule. It is how we treat people.
What We Expect
Be Respectful
Be respectful in speech, chat, and behaviour. No bullying, harassment, or discrimination.
Be Prepared
Be prepared. Participate. Use technology responsibly.
Share Needs Early
Share needs early. We support reasonable adjustments where appropriate.
Academic Integrity
Answers must be in your own words. AI tools are for learning only. See the Academic Requirements page for full rules.
If behaviour disrupts learning, you may be asked to leave while we resolve it.

Why this matters: A respectful culture and a safe learning environment are core to quality and student protection. Providers must show leadership, integrity, and child-safe practices. ASQA
RECAP
Be kind. Let others learn. No bullying or hate. Use phones and tools for learning. If you need help, ask early. We act fast if behaviour breaks the rules.
ASQA references: Wellbeing Practice Guide. ASQA
VIDEO
Getting Help and Training Support
Watch this video to learn about all the support available to you.
Getting Help and Training Support
You are not alone.
Student Lounge
Calendars, forms, how-to guides, LMS tips.
Conversational Agent
Quick answers in the Student Lounge.
Tutorials & Podcasts
Pre-recorded tutorials and podcasts for each session.
Q&A Zoom Sessions
Q&A Zoom sessions at key points.
One-to-One Tutor Support
One-to-one tutor support if you have attended classes, used the materials, and still need help.
Tell us early if your circumstances change. We will plan reasonable adjustments and study support.

Providers must offer support pathways and timely responses. ASQA
Support Channels
Self-help
Student Lounge resources, tutorials, podcasts, and the conversational agent.
Live Help
Q&A Zooms, email support, tutor sessions by arrangement.
Timeframes. We acknowledge and action student enquiries within reasonable timeframes and keep you updated. ASQA

Why this matters: The Standards require clear pathways for student support and timely communication. ASQA
RECAP
Check the Student Lounge first. Ask the agent for quick help. Email us if you are stuck. Join Q&A sessions. If you still need help, ask for a tutor session.
ASQA references: Training support Practice Guide. ASQA
VIDEO
Fees, Attempts, Extensions, and RPL
Watch this video to understand fees, assessment attempts, and recognition options.
VIDEO
Feedback, Complaints, and Appeals
Watch this video to understand how we handle feedback, complaints, and appeals fairly and promptly.
Feedback, Complaints, and Appeals

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We care about your experience. Use the feedback form in the Student Lounge or email studentlounge@aiol.net.au.
Complaints are handled promptly and fairly. We will tell you timeframes, what happens next, and outcomes.
If you disagree with a decision, you can appeal. Appeals are handled fairly and on time. You can also ask for an independent review at no or low cost.
If a matter relates to safety or wellbeing, we may need to escalate to a parent, guardian, school, or employer. We will tell you first.
Our goal is a safe, fair process for everyone.
Your voice matters. Fair processes for everyone.
How We Handle Your Concerns
Feedback
Tell us what is working and what is not. Use the Student Lounge form or email us directly.
Complaints
Complaints are acknowledged, investigated, and responded to within reasonable timeframes.
Appeals
You can appeal decisions, including assessment judgements. We apply procedural fairness and give clear timeframes.
Independent Review
You can ask for an independent review at no or low cost if you're not satisfied with our decision.

Why this matters: Fair processes and timely responses protect students and maintain trust. ASQA
RECAP
Use the Student Lounge feedback form or email us
Complaints are handled promptly and fairly
You can appeal decisions with procedural fairness
Independent review available at no or low cost
Safety issues may be escalated to keep everyone safe
ASQA references: Feedback, complaints and appeals Practice Guide. ASQA
  • College. Australian Institute of Learning RTO32309
  • Student Lounge. Calendars, forms, conversational agent, LMS help, confidential contact form
  • Student Handbook. Linked from Student Lounge and website
  • Primary contact. studentlounge@aiol.net.au
  • ASQA references
  • 2025 Standards hub. ASQA
  • Practice Guides: Information & Transparency, Training Support, Wellbeing, Feedback-Complaints-Appeals, Accountability, Integrity of NRT Products. ASQA+5ASQA+5ASQA+5
  • Issuance within 30 days. ASQA
  • USI privacy obligations.
Sample Contract
Training Services Agreement – Sample (Diploma of Business)
This is a sample of our training contract you are required to sign before training commences. The fees will change according to the qualification selected.
The Australian Institute of Learning (RTO 32309) provides training services. Fees and terms may vary by course. This sample shows the general terms and conditions that apply to all Australian Institute of Learning training agreements.
1. Parties

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This Agreement is between the Australian Institute of Learning (RTO 32309) ('the RTO') and the Parent or Legal Guardian ('the Client' or 'Guarantor') of the Student. The Client enters this Agreement on behalf of the Student and is responsible for all payments and compliance. The Student must follow course rules but is not legally responsible under this Agreement.
2. Course and Fee Summary
GST is added where applicable. Payments processed by a third party may incur merchant fees.
3. Payment Authority
The Client authorises the RTO to process payments through Square (PCI DSS compliant). This authority can be cancelled in writing, but replacement payment details must be provided within 7 days to keep the plan active. The cardholder must be the same person as the Client/Guarantor.
4. Late or Missed Payments
If a payment fails or is missed, it must be fixed within 48 hours.
Dishonour ($33) and late ($75) fees apply to cover real costs.
Repeated missed payments may result in the payment plan being suspended.
5. Suspension of Payment Plan
If payments are not maintained, the interest-free plan may be suspended. Up to $1,500 (or remaining balance) may be payable within 7 days. Course access may be restricted until payments are current.
6. Refund Policy
Fees are non-refundable except under ACL or if the RTO cancels the course. If the RTO cannot deliver training as agreed, a fair refund or course credit will be provided. Refunds are paid only to the Parent/Guardian contract signatory if student is under 18.
7. Course Access and Completion
The Diploma includes 12 units of competency. All assessments must be completed by the enrolment date or within 45 days of the final class. Extensions of up to 3 months may be granted at RTO discretion.
8. Student Responsibilities
Understanding Rules
Parents must ensure Students understand rules: honesty in work, timely submissions, and conduct.
Fees for Non-Compliance
Fees apply for late work or re-enrolment.
Available Support
Support is available via video, email, phone, and optional tutoring ($70 per 45 mins).
9. Privacy and Recordings
The Client consents (on behalf of the Student) or the student consents if over 18 to audio or video recording of sessions for quality and compliance. Recordings are stored securely for up to 3 years. The RTO complies with the Privacy Act 1988 (Cth).