Student Support Services Policy

This policy describes the support services TalentMed provides to students, how to access them, and how we respond. It applies to every enrolled student across every course.

Under Standard 2.3 of the Standards for RTOs 2025 we commit to:

• Identifying the support services you need, based on your course and circumstances
• Making support accessible to you during your enrolment
• Giving you access to trainers, assessors, and student support staff
• Telling you how and when to access support
• Responding to your queries in a timely manner

As an online self-paced RTO, we provide support remotely. Most students never need to meet us in person to get everything they need.

Learning and academic support

• Trainer and assessor contact. Ask questions about unit content, assessment tasks, and the skills being developed. Turnaround is normally within two business days.
• Study skills help. Guidance on study planning, time management, note-taking, and how to approach our online platform.
• Assessment preparation. Written guides and direct support to help you understand what an assessment is asking and how to structure your evidence.
• Language, literacy, numeracy, and digital literacy (LLND) support. Before you enrol, we check whether the course is a good fit. Where targeted LLND development is needed during the course, we provide guidance and refer to external support.

Pastoral and personal support

• Wellbeing signposting. We help you find the right external service if you are struggling with mental health, crisis, financial stress, or personal difficulties. See our Student Wellbeing Policy.
• Reasonable adjustments. Where disability, illness, or a mental health condition affects your study, we make adjustments where appropriate. See our Reasonable Adjustment Policy.
• Flexibility. If personal circumstances make it hard to keep up, talk to us early. Extensions, pauses, and revised plans are often possible.

Administrative support

• Enrolment and course changes. Changes to course, pausing enrolment, or withdrawing. Fees and refunds are set out in the Fees and Charges Policy.
• Credit transfer and RPL. Advice on whether your prior learning can be recognised.
• VET Student Loans (HLT57715 only). Help with eligibility, census dates, and progression.
• Access to records and certification. Requests for copies of your qualification, Statement of Attainment, or authenticated VET transcript.

Our office hours are Monday to Friday, 9am to 5pm Melbourne time (AEST or AEDT). Email is the fastest way to reach us. You can always leave a voicemail on 1300 737 781 and we will call you back.

We aim to:

• Acknowledge new emails within one business day
• Reply to routine enquiries within two business days
• Respond faster to urgent matters (safety risks, census-day decisions, time-critical assessments)

If something we cannot resolve immediately, we will keep you updated with timeframes.

You do not need to be enrolled to ask for help. Prospective students can contact us about course fit, pre-training review, study demands, and suitability. Our goal is for you to make an informed decision before you commit. See the Student Information Policy for detail on pre-enrolment information.

Your trainer and assessor are part of your support network. They:

• Respond to questions about unit content and assessment
• Provide feedback on submitted evidence
• Discuss reasonable adjustments where relevant
• Escalate concerns about progress or wellbeing to the student support team

All our trainers and assessors hold current TAE credentials and relevant industry competencies.

Some support is best provided by specialist external services. We refer you to services such as:

• Lifeline, Beyond Blue, 13YARN, and other mental-health services
• The National Debt Helpline for financial counselling
• Your GP for a Medicare Mental Health Care Plan
• 1800RESPECT for domestic, family, and sexual violence

The full list is in the Student Wellbeing Policy.

We track service requests, response times, and student feedback. Each year we review the patterns to see where support is working well and where there are gaps. Where we identify a gap, we either address it ourselves, provide better signposting, or update our policies and materials.

• Student Wellbeing Policy
• Reasonable Adjustment Policy
• Student Information Policy
• Complaints and Appeals Policy
• Student Handbook

View the complete list of policies that apply to your enrolment.

Student support: support@talentmed.edu.au or 1300 737 781

This policy is reviewed annually and sooner whenever changes to our course offerings or cohort needs require it.

TalentMed Pty Ltd · RTO 22151 · ABN 29 125 458 808

The specific policies referenced throughout are the authoritative source.

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