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First Aid Training FAQ

Colbrow Medics First Aid Training Frequently Asked Questions (FAQ)

Contents

Section 1. Booking

Section 2. Cancellations/Refunds/Re-scheduling/No Shows/RPL/Special Consideration

Section 3. Certificates

Section 4. Enhanced Online Learning & COVID-19 Adjustments

 

Section 1. Booking

1a Q. What is a USI?

A. USI is a Unique Student Identifier number that is issued by the Australian Government and is a mandatory item for all training providers to collect when training is delivered. More information about the system is available here: https://www.usi.gov.au/about

 

1b Q. I need a Provide First Aid certificate and a CPR certificate, how many courses do I need to book in for?

A. You need to book into a ‘HLTAID003 – Provide first aid’ course only as this includes a free CPR certificate.

 

1c Q. I want to book into a public course, can I book in and arrange for my workplace or sports club to pay you later.

A. No, all bookings for public courses must be paid for in full at the time of booking. You will be issued with an invoice which you could use to obtain a reimbursement from your workplace or sports club. We have coupon vouchers that can be purchased by your club or workplace and distributed to people who need to book training. These are available on our webstore.

 

1d Q. I a manage a workplace or sport club and want to provide my staff or personnel with the ability to attend one of your public first aid courses but have the cost billed to our workplace or club. How can I do this?

A. We recommend the reimbursement method as outlined above. A second option is to use a company or club credit card to be used to book your staff in. A third option is to purchase ‘credit’ from us. We have coupon vouchers that can be purchased by your club or workplace and distributed to people who need to book training. These are available on our webstore. Alternatively you can email us and we will raise an invoice for your desired amount, once you have paid the invoice in full, we will issue you with a coupon code for the amount of credit you have paid for. You can then share this coupon code with your staff or personnel so they can use it to book in via our website calendar. Note all credit is non-refundable. Don’t forget that you can also book a private group course to be held at your venue by our trainers.

 

1e Q. Do I have to complete any pre-learning prior to my course?

A. Yes, an online enrollment with pre-learning is required to be completed for HLTAID003 – Provide first aid and HLTAID001 – Provide cardiopulmonary resuscitation. There is no online enrollment or pre-learning AFL Emergency Response Coordinator.

 

1f Q. I don’t have time to do the pre-learning, what options do I have?

A. The pre-learning is a mandatory requirement, if you are unable to complete the pre-learning, please book into a course at a later date.

 

1g Q. I want to book into a public course but I can’t see the calendar on your website or I am having trouble with the booking/checkout page

A. Our website works best with Google Chrome Browser on a laptop of desktop computer. Please download Chrome from this website: www.google.com/chrome. If you are still having trouble, please take a screenshot of the issue and email it to operations@colbrowmedics.com for assistance.

 

1h Q. I don’t have paypal but I want to book into a public course, how do I pay?

A. You do not need a paypal account, you can make a payment with any VISA or Mastercard through our paypal gateway. There is no need to create a paypal account.

 

1i Q. What is the minimum age to enroll in a course?

A. There is no minimum age but all participants must have the language literacy skills required to pass the course work.

 

1j Q. Can I make a telephone booking using my credit card for a public first aid course?

A. We recommend all bookings for public first aid courses are made online via our website ( https://firstaidevents.com/courses/ ). If you want to make a telephone booking, there is a $15 administration fee per transaction applicable ( https://firstaidevents.com/product/tel-booking-fee/ ).

 

1k Q. I am having technical problems with the online pre-learning for my course, why is it not working properly for me?

Please ensure you are completing the pre-learning on a desktop or laptop computer (do not use your phone). Please ensure you are using Google Chrome web browser. If you still need assistance, please email a screenshot of the issue you are having to operations@colbrowmedics.com.

 

1l Q. I have booked for ERC but I can’t find the pre-learning email, how do I access the pre-learning?

The pre-learning material is emailed to you during business hours. It is a manual process performed by our administration team. If it is not in your inbox, please check your spam folder and search for emails from: <hello@zohoshowtime.com>.

1l Q. I have booked for Provide First Aid or CPR but I can’t find the pre-learning email, how do I access the pre-learning?

The pre-learning material is emailed to you during business hours. It is a manual process performed by our administration team. If it is not in your inbox, please check your spam folder and search for emails from: <noreply@trainingdesk.com.au>. If you are still having trouble finding the pre-course learning, you can sign in or make a new account (using the same email address that was used to book the course) at www.trainingdesk.com.au to access the pre-course learning once you have been invited.

 

1n Q. I need further assistance, how do I contact customer service?

If you need assistance, please contact us via email to operations@colbrowmedics.com. The First Aid Training Customer Service department is available Monday to Friday 9am – 4pm.

 

Section 2. Cancellations/Refunds/Re-scheduling/No Shows/RPL/Special Consideration

2a Q. I can’t attend a course that I have booked into, can I have a refund or re-schedule.

A. We cannot re-schedule participants into a different date or course type for public courses, you must complete another booking for a new date or course type and apply for a refund for the date/course you cannot attend. Please use the Refund Request form, you can download it from our Terms and Conditions page on our website. Please note that we have a strict refund policy so please choose your dates/courses carefully. Our refund policy can be viewed here: https://firstaidevents.com/terms-conditions/

2b Q. I can’t attend the scheduled second part of my two part course, can I pick another second night to attend?

A. No, this is not permitted.

2c Q. I am booked into a course that runs over two dates, what happens if I can’t attend both dates?

A. You must attend both dates for the course that you have booked. If you cannot attend both dates, please book into another course at a later date (you will need to re-attend the full course, not just the part that you missed).


2d Q. I have lots of experience with first aid and healthcare, can I obtain RPL or skip part of the course

A. No, all participants must attend the full course regardless or prior experience. This is a strict requirement from our RTO. We do not offer RPL for our courses. You will have the benefit of being able to complete the online pre-learning faster if you already have sound knowledge of the course content. The online pre-learning takes 2 – 4 hours for beginners but experienced participants can complete it much faster.

2e Q. I already have a valid CPR certificate, can you give me credit for the CPR practical so I can skip the CPR component of the course and still be issued with the Provide First Aid certificate?

A. No, we are not able to issue credit for certificates you already hold. You will need to attend the full course. The Provide First Aid certificate cannot be issued without the CPR component being trained and assessed as part of the course. This is a strict requirement of the training package and our RTO. You will have the benefit of being able to complete the online pre-learning faster if you already have sound knowledge of the course content. The online pre-learning takes 2 – 4 hours for beginners but experienced participants can complete it much faster.

2f Q. I am unable to kneel on the floor to perform CPR, can I do my CPR assessment on a table?

A. No, it is a strict requirement that the Adult CPR assessment must be performed using the correct technique, on the floor, for two minutes continuously

2g Q. Do you have any flexibility in your Refund Policy for cancellations or changes of dates/locations?

A. No, we must strictly adhere to our Refund Policy. Our pricing models for our courses is based on the conditions of the Refund Policy. If we were to offer a fully flexibility booking policy, then the price of our courses would need to significantly increase. In the same way that theatre or airline tickets are offered, we make our Refund Policy very clear at the time of booking and encourage you not to book until you are certain you will be able to attend. If you were to book an airline ticket that was offered to you as non-refundable, you would accept at the time of booking that if you cannot make the flight, you would forfeit the money you have paid. Our refund policy can be viewed here: https://firstaidevents.com/terms-conditions/

2h Q. How to a fill out the Refund Request form?

A. We prefer that you don’t print the Refund Request form. Please use the ‘fill & sign’ function in Adobe Reader. Adobe Reader is free software available for download to any computer. There are also many free apps you can download to your smartphone to fill the PDF. We will accept printed and scanned forms if you don’t have the ability to use software to complete the form electronically.

More information about ‘fill & sign’ in Adobe Reader is available here: https://helpx.adobe.com/acrobat/how-to/fill-and-sign-pdf-forms.html

 

Section 3. Certificates

3a Q. How long is my certificate valid for?

A. HLTAID003 – Provide first aid is valid for three years, HLTAID001 – Provide cardiopulmonary resuscitation (CPR) is valid for 12 months, AFL Emergency Response Coordinator is valid for three years

3b Q. How long will it take for my certificate to be issued?

A. Certificate delivery time frames:

  • Provide First Aid: within seven (7) business days of course completion in PDF format via email (printed copy available to be delivered via Australia Post for an additional fee of $15 per certificate upon request)
  • CPR: within seven (7) business days of course completion in PDF format via email (printed copy available to be delivered via Australia Post for an additional fee of $15 per certificate upon request)
  • Emergency Response Coordinator (ERC): within six weeks of course completion in printed format via Australia Post

3c Q. I never received a copy of my certificate for the course I completed

A. Please check the certificate delivery time frames and methods listed above. If you still believe your certificate has not been issued correctly, please email operations@colbrowmedics.com outlining the course date, course location, and course type that you need your certificate for. We only accept claims for non-delivered certificates within 56 days of the course start date.

3d Q. I lost my certificate or would like you to send me another copy

A. Yes we can assist you. Please note an administration fee for certificate search and re-issue applies when the request is made greater than 56 days from the course start date:

  • Emergency Response Coordinator (ERC):$19 per certificate
  • Provide First Aid: $19 per certificate
  • CPR: $19 per certificate

Please use this form to request a certificate re-issue: https://firstaidevents.com/certificate-request/

 

Section 4. Enhanced Online Learning & COVID-19 Adjustments

4a Q. What is the process for booking ERC using the Enhanced Online Learning & COVID-19 Adjustments?

A. We have adapted the delivery of all courses to an ‘Enhanced Online’ model. This means that all theory and written assessments are conducted online rather than in a classroom. This significantly reduces the amount of time you need to be outside of your home. You will still need to attend an assessment room to have your short assessment completed in person.

  1. Please book via the calendar via our website. Once we receive your booking, you will be sent a registration link to register your details for the online learning portal (this is a manual operation completed by our staff during business hours).
  2. Once you complete the registration link, we will approve (this is a manual operation completed by our staff during business hours) your account so you can complete the online learning. Please allow two hours to complete the online learning. Once the online learning is complete you will be issued a certificate of completion for online learning.
  3. You will still need to attend the nominated venue for your practical assessment in person, show the assessor a copy of your online learning completion certificate when you arrive for your nominated assessment time. The assessment will be conducted in person and will take approximately 15 minutes. Once this is complete, we will send your forms to the AFL and they will issue your certificate.

4b Q. What is the process for booking CPR using the Enhanced Online Learning & COVID-19 Adjustments?

A. We have adapted the delivery of all courses to an ‘Enhanced Online’ model. This means that all theory and written assessments are conducted online rather than in a classroom. This significantly reduces the amount of time you need to be outside of your home. You will still need to attend an assessment room to have your short assessment completed in person.

  1. Please book via the calendar via our website. Once we receive your booking, you will be sent a registration link to register your details for the online learning portal (this is a manual operation completed by our staff during business hours). If you are part of a group booking being held onsite at your workplace or club, they will book you as part of their group.
  2. Please allow three hours to complete the online learning. Once the online learning is complete, our assessor will be able to view this in our training portal
  3. You will need to attend the nominated venue for your practical assessment in person. The assessment will be conducted in person and will take approximately 15 minutes. Once this is complete, we will send your forms to our RTO for certificate issue.

4c Q. What is the process for booking Provide First Aid using the Enhanced Online Learning & COVID-19 Adjustments?

A. We have adapted the delivery of all courses to an ‘Enhanced Online’ model. This means that all theory and written assessments are conducted online rather than in a classroom. This significantly reduces the amount of time you need to be outside of your home. You will still need to attend an assessment room to have your short assessment completed in person.

  1. Please book via the calendar via our website. Once we receive your booking, you will be sent a registration link to register your details for the online learning portal (this is a manual operation completed by our staff during business hours). If you are part of a group booking being held onsite at your workplace or club, they will book you as part of their group.
  2. Please allow six hours to complete the online learning. Once the online learning is complete, our assessor will be able to view this in our training portal
  3. You will need to attend the nominated venue for your practical assessment in person. The assessment will be conducted in person and will take approximately 30 minutes. Once this is complete, we will send your forms to our RTO for certificate issue.

4d Q. What measures are being taken for safety during training in a COVID-19 environment?

A. We have followed all government directives and additional measures for safety including:

  • Four square metres per person for all training rooms with physical distancing arrangements
  • If students are showing any signs of cold or flu, they must cancel their attendance
  • All students are to wash hands or use alcohol based hand wash prior to the session
  • All students are to wear gloves during all practical sessions
  • All student are to avoid touching the T zone (eyes/nose/mouth) during session
  • All students are to wipe the mannequin down after use
  • Trainer only will demonstrate the use of rescue breaths on a mannequin
  • Trainer will demonstrate the BVM to student during CPR courses
  • Students are to use the BVM to provide respiration’s NOT breaths during CPR courses