At AIFL our aim is to provide you with unique individualised support to ensure you are able to meet and exceed the requirements of your chosen qualification. We recognise that every student has need of support of different types in order to achieve their best results and to do so in a way that maintains a healthy life balance and an enjoyable educational experience. Support may be needed in educational areas such as with language, literacy and numeracy (LLN) or with general life issues such as health and wellbeing.

We also realise that some forms of support are easily identified and may be ongoing needs while other situations may arise that present a demand for additional or crisis support. Our support starts with providing a safe and supportive environment in which staff and students can work successfully, productively and enjoyably. We take our Work Health and Safety seriously and ask any student to report safety issues to their trainer or to student administration. In working together all AIFL staff, trainers and assessors, students and third-party providers are expected to adhere to the Code of Conduct.

While we aim to address issues before they arise and to deliver a quality education and training experience for all, if there is a problem, we want to deal with it fairly and in a clear and supported manner. Our Complaints and AppealsPolicy and Procedure detail how the organisation will respond to complaints or appeals.


AIFL offers a range of courses that can be delivered partly or wholly online. AIFL 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.

Student Support:

AIFL will provide the following support to students studying any aspect of their course online.


  • Are available for queries about learning and assessment during business hours Monday to Friday (except public holidays) by phone, email and/or online chat for the duration of the course/module.  Note; where a teacher is unavailable then please contact the AIFL team member who can oversee your unit/course delivery.
  • Are available for technical queries relating to Moodle access and navigating.  Where the query is more complex the Teacher will contact the E-learning Team for further advice.
  • Will reply to queries within 5 business days and assessment will be marked and returned within 20 business days of submission.

Support Services

  • Student Service Advisors can provide student support during business hours Monday to Friday (except public holidays) by contacting AIFL on 03 61450388 or by emailing:

Our office is open during business hours Monday to Friday (except public holidays).

Student Entry Requirements and Induction

AIFL conducts a comprehensive Pre-Training Review for all prospective students to determine whether a course is suitable and appropriate for their individual needs including your level of digital literacy.

We analyse and evaluate your:

  • Employment and volunteer work experience
  • Software access and capability levels
  • Knowledge and skills achieved through previous courses undertaken and completed; and
  • Responses to other important PTR questions considering whether additional support is required.

AIFL uses a learning management system (LMS) ‘AIFL’ Moodle for online course delivery. The following information technology requirements are recommended to enable optimal access to the LMS:  

Operating system:

  • A device with a minimum of 8GB memory and 1.5Ghz processor
  • Microsoft Windows 8 and above or Mac OS version 10 and above.

Mobile devices have limited support with Moodle Mobile. Limited means some media may not be viewable and some features are not available.

Internet speed:

Use a broadband connection 256 Kbit/sec or faster. This will ensure that you can view videos and online presentations through USB wireless modem, ADSL, T1/T2, fibre optic or cable.

Internet browsers:

Compatible browsers include:

  • Google Chrome 32 bit version 38 or later (recommended for optimal compatibility, this has been thoroughly tested on Windows) Preferred browser for Webinars, specifically Collaborate
  • Safari 8 or later (recommended for optimal compatibility, this has been thoroughly tested on Mac)
  • Mozilla Firefox 35.0 or later
  • Internet Explorer 9 or later is recommended.

Note that add-ons and toolbars can affect any browser’s performance.

Browser Settings:

We recommend that the following be enabled:

  • Cookies
  • Pop-ups (in both Internet browser and security software)


We recommend that you use the latest version of:

A number of resources on Moodle, require you to have Microsoft Office (Word, Excel, PowerPoint) or an equivalent (e.g. Open Office, Viewer) installed or you could use Office 365 which is available to all students via Microsoft.


With all firewalls, ensure that you enable uploading of files. Ensure your computer has anti-virus software as well.

Learning Materials:

AIFL ensures that learning materials used in online training are relevant, descriptive, user-friendly, interactive and are presented in a variety of formats, including:

  • Guided content
  • Graphics
  • Video
  • Audio
  • Interaction through discussion forums, chats, and webinars.
AIFL is committed to improving the user experience and ensuring that our online content is available to the widest possible audience.

Student Engagement:

AIFL will monitor your participation and ensure that you continue to progress through your course. Collaborative learning opportunities will be provided so that you can interact with peers, through:

  • Discussion forums
  • Webinars
  • Online chat.

Ongoing feedback will be provided as you study, via:

  • Interaction with trainers/assessors in informal discussion forums
  • Response to individual queries
  • Response to assessment tasks, formative activities including quizzes you complete.

AIFL wants to assure students that we do understand and care about your learning progress and engagement with your teachers and learning material.  For this reason, students who have not logged on within 5 days of the course commencement date will be contacted by AIFL as a courtesy.  It is important for AIFL to maintain a connection with you so they can listen to your ideas, thoughts and concerns regarding your study, assessment or other learning queries and provide you with sound advice, coaching and guidance where it is most needed.

Mode and Method of Assessment:

There are a range of assessment methods that can be used for each unit of competency. Forms of assessment could include the following:

  • short answer questions
  • portfolio of evidence
  • formal report, summary report or assignment
  • case study
  • oral presentation
  • role play
  • project
  • demonstration of practical skills.

Where students are asked to demonstrate competency in practical skills then Webex, ZOOM, web conferencing, mobile phone recording, webinar or other video recording technology will be arranged or created.

Skills First Teachers:

All trainers and assessors delivering online courses at AIFL have experience in online delivery.


Academic Support

Prior to enrolling in a qualification with AIFL we ask you to take part in a Pre-Training Review. This starts a conversation between you and the organisation with the aim of making sure that you have chosen a qualification suited to your needs and that AIFL has the capacity to support you in the required training and assessment.

As part of this review we assess Language, Literacy and Numeracy (LLN) and digital knowledge and ability. You will also be asked if there is any support that you are aware of needing in order to successfully participate in the program; this includes disability support. Support needs identified are then built into your individual training plan. Certain types of support may also be needed in making reasonable adjustment to assessment environments. If you believe you need special consideration talk with your Trainer or Training Manager.

As part of your training and assessment program our staff monitor your participation and progress. Should they see evidence that you are missing training sessions, failing to hand in work, not achieving success in assessments or other behaviours that indicate that there may be a need for support, the Training Manager or their nominee will make an appointment to talk with you and discuss any necessary support you may need to help overcome difficulties you may be experiencing.

Many of our training programs include mandatory work placements. We recognise that placement periods can put new and additional pressures on students. Student support is available throughout the placement process which is covered in more detail in the Placement section.

If you have concerns about your training, progress or any of your assessments, you are encouraged to talk with your Trainer or the Training Manager so that they can help provide you with support.



AIFL can offer a range of support services to address issues that can commonly confront students and interfere with study including:

  • personal issues
  • stress management
  • study skills
  • general mental or physical health concerns
  • financial or legal issues – note that AIFL staff do not provide either financial or legal advice but can support you in getting help in these areas

AIFL staff will offer professional and confidential advice in areas where they can help and will provide support in identifying external support organisations if necessary.

To access additional support services, talk with your Trainer, Training Manager or with Student Administration who will organise for an appointment with a nominated Student Support Officer noting that all discussions held are confidential.

The nominated Student Support Officer will work with you to determine how best to support you. You are encouraged to have open and honest communication with them; they are experienced in supporting students in a wide range of situations including dealing with bullying, violence, addiction, family breakdown and other topics that sometimes are hard to talk about but where support may be really needed.

Students are also able to contact student support services directly to make a request and confirm an appointment. Our contact details are:

Phone: 1300 854 987 


Hours of operation: 9am – 5pm, Monday to Friday



Emergency Support

If you find yourself in an emergency situation while involved in your training and assessment program:

  • Remove yourself from any immediate danger and sound the emergency alarm if necessary
  • Call 000 and ask for the appropriate service – Fire, Police or Ambulance – if in doubt ask for the Police
  • Notify AIFL staff of the nature and location of the emergency
  • If safe to do so and you feel able, offer help to others
  • Evacuate the building if necessary
  • Follow instructions from AIFL staff and emergency service personnel

Crisis Support

Sometimes life can spin out of control and not always when support staff or family or friends are there to help. If you are at immediate risk of doing harm to yourself or others call 000 and ask for an ambulance.

There are a variety of community organisations that can offer help. Two that have been around for a long time and offer crisis support are:

Beyond Blue – Phone 1300 22 4636

Beyond Blue is one of the most popular mental health organisations in Australia that provides comprehensive resources related to mental health issues and disorders. They are a non-profit organisation that aims to increase mental health awareness and understanding of depression and anxiety to reduce social stigma.

The organisation envisions that the Australian community will be able to have a greater understanding of depression and anxiety to be able to empower and help those who are affected by it. They believe that mental health disorders do not choose their victims, which inspires Beyondblue to give help and support to all who need it. To find out more, visit their website at

Life Line – Phone 13 11 14

Lifeline is an Australian charity that aims to save lives, offer support during crisis and stop the increasing number of deaths due to suicide. This group provides a 24/7 information and support services online. If anyone needs help or support, he/she can chat directly to their crisis support.

They also provide downloadable materials that have links to services on different mental health problems. Additionally, they provide financial help to improve mental health services by partnering with MLC foundation.

They also have a hotline (13 11 14) that any struggling Australian can use to call during times of crisis or emergency. To find out more, visit their website at