Student Information

Page-HSI-NumberImportant – Unique Student Identifier (USI)
If you are undertaking nationally recognised training that is longer that one day in duration, you will need to have a USI from 1st January 2018.

It is free and easy for you to create your own USI online.

Under legislation training organisations can only issue certification when they have received your USI.

Click below for assistance and information on how to obtain your USI.

The website is, and all you will need is your Medicare Card details or Drivers License plus a valid unique email address.

Course Information

Our website has a comprehensive range of information that will help you make an informed decision concerning the training we provide. Our student agreement contains general information regarding your rights and responsibilities when we provide training services to you. Course specific information is located in each course. The “student information” document gives you an indication of what is in the course and the assessments required, as well as vocational outcomes.

Should you require any further information or a seeking clarification, please contact

Course Fees

Fees and charges are available on request from your trainer prior to enrolling into this course. There are no additional fees associated with your training, however there is a cancelling fee and there are fees associated with obtaining a copy of a lost certificate.

Refund Policy

When an applicant accepts a place offered by Know what to do™ and pays the fees, it means a binding contract is created between the student and Sway Global Pty Ltd trading as Know what to do™. Notification of cancellation/withdrawal from unit/s of competency, withdrawal or deferral from a course of study must be made in writing to Know what to do™ at

In the case of cancellation/withdrawal, the following cancellation fees will apply:

Students who give notice to cancel their enrolment more than 10 days prior to the commencement of a program will be entitled to a full refund of fees paid.

Students who give notice to cancel their enrolment fees less than 10 days prior to the commencement of a program will be entitled to a 75% refund of fees paid. The amount retained (25%) by Know what to do™is required to cover the cost of staff and resources which will have already been committed based on the students initial intention to undertake the training.

Students who cancel their enrolment within 24 hours of course commencement will not be entitled to a refund of fees.

There is no charge for a student to transfer to another course with Know what to do™. If Know what to do™cancels a course, then an alternate date will be offered or a full refund can be made available to whoever paid that course fee.

Please note that administration fees will apply for the processing of refunds. This is currently $20. Discretion may be exercised by the Director in all situations, if the student can demonstrate that extenuating or significant personal circumstance led to their withdrawal. In these cases, the student will be offered a full credit toward the tuition fee in another scheduled program in-lieu of a refund.

Where refunds are approved, the refund payment must be paid to the student within 14 days from the time the student gave written notice to cancel their enrolment. Tuition refunds are to be paid via electronic funds transfer using the authorised bank account nominated by the student on the Refund Request Form.

Note. If for any reason Know what to do™ is unable to fulfil its service agreement with a student, Know what to do™ must refund the student’s proportion of fees paid for services not delivered.

Re-issue of Certificates. This can be arranged for a fee of $20. Please contact to arrange.

Recognition of Prior Learning (RPL)

RPL is an assessment process that assesses the individual’s non-formal and informal learning to determine the extent to which that individual has achieved the required learning outcomes, competency outcomes, or standards for entry to, and/or partial or total completion of, a qualification.

Please note that the First Aid courses are Units of Competency, not Qualifications and consequently the RPL process is not applicable. However, the following information is included for completeness.

If you have completed courses in a related field you may be able to take advantage of a facility called “RPL” or “Recognition of Prior Learning”. This means that account may be taken of related qualifications to satisfy some or all of the course requirements. Evidence considered for assessment is the RPL Application Form plus a wide range of supporting evidence. If further evidence is required then this is negotiated with the candidate. The process may include a further interview, written assignment, workplace assessment, and collection of other material.

The outcome may be that we can:

  1. Provide the qualification based on the material supplied.
  2. Provide the qualification subject to some form of assessment, but without classroom attendance.
  3. Provide partial recognition of units of the course and thereby reduce the classroom and assessment process leading to course completion.

Fees will be charged for the RPL service and will be discussed when you approach Know what to do™ to determine the requirements that will need to be supplied.

Students may apply for RPL on the basis of previous and or current work experience, life experience or training. Only the RPL supervisor of Know what to do™can grant RPL to the student. Students are required to indicate their intention to apply for RPL upon registration and complete the RPL Application form available at reception or as a downloadable document from the Know what to do™Website. Students will then be informed in writing as to the results of their application and if any further evidence is required.

The RPL assessor is available to discuss applications or provide advice on evidence that may support an application. The responsibility of providing complete and accurate documentation is a student responsibility.

The assessor or Know what to do™will advise the cost prior to the application being submitted. The cost may vary by course and must be paid at the time of application. If you are not granted RPL, you have the opportunity to ask for a review from the Director.

Assessment Services Information

Industry Consultation

Industry means the bodies that have a stake in the training, assessment and client services provided by RTOs. Know what to do™ liaises with industry representatives in an effort to confirm that the currency of all course material and to ensure training reflects industry needs. This consultation is essential so that training outcomes meet the knowledge and skill demands of industry and to ensure proposed courses are reflective of future industry and employment growth. Consultation also ensures assessment strategies cover significant points and provide results that are useful to prospective employers

Validation and Moderation

Know what to do™moderates all assessment tasks to ensure that the tasks, and hence the results, are reliable, valid and fair and to ensure that the marking procedures are also fair and valid.

Validating an assessment tool involves checking that the assessment task produces valid, reliable, sufficient, current and authentic evidence to enable reasonable judgments to be made as to whether the requirements of the relevant aspects of the Training Package or accredited course have been met. It includes reviewing and making recommendations for future improvements to the assessment tool, process and/or outcomes.

Assessment tasks and course results are moderated (results and assessments made are reviewed to determine whether the tool is providing consistency and reliable outcomes) by course advisory committees at regular meetings.

Trainer Competencies

All assessments will be undertaken by assessors who meet the requirements stated to apply under the Australian Quality Training Framework in effect at the time at which assessment is conducted. (This includes the necessary assessment competencies determined by the National Quality Council or its successors in effect at the time of delivery and assessment or the requirements stated to apply under the Standards for NVR Registered Training Organisations.)

We will ensure that all of our Trainers and Assessors will have as a minimum, the following combination of:

  • The necessary training and assessment competencies as determined by the National Skills Standards Council,
  • Relevant vocational competencies at least to the level being assessed,
  • Demonstrated current industry, training and VET knowledge and skills,
  • Familiarity with Equal Employment Opportunity and Workplace Health and Safety principles, and
  • Current Blue Card for working with Children Check.

Assessment Processes

All delivered units will be assessed at the time of delivery by the trainer/assessor. All assessment tasks are competency based and cover the entire scope of the units covered in the training program. Assessments are then subjected to checking by Know what to do™ prior to the issue of statements of attainment or course certificates

Assessment tasks are designed to evaluate evidence that a student can demonstrate competency in all relevant subject competencies.

Students are provided with every opportunity, within their course duration, to obtain and show competency. Students not able to show competency after the completion of their course will have the opportunity to redo the aspects of the assessment that require evidence of the student’s competence. This must be achieved within one month of completing the course. Alternately, it may be decided that the student will need to re-enrol in the course and complete the outstanding assessment activity as part of the course. The trainer/assessor will indicate the requirements to demonstrate competencies required.

Competency Based-Training and Assessment 

All assessments completed by Know what to do™ will align with the following rules of assessment:

  • Validity – Assessment methods will be valid; they will assess the skills and knowledge as stated in the training package
  • Reliability – Assessment procedures must be reliable, that is, they must result in consistent interpretation of evidence from the learner and from context to context,
  • Fairness – Assessment procedures will be fair, so as not to disadvantage any learners. Assessment procedures will:
    • be equitable, culturally and linguistically appropriate,
    • involve procedures in which criteria for judging performance are made clear to all participants,
    • employ a participatory approach,
    • provide for students to undertake assessments at appropriate times and where required in appropriate locations.
  • Flexibility – Assessment procedures must be flexible, that is, they should involve a variety of methods that depend on the circumstances surrounding the assessment,

Recognition of Prior Learning – Individuals seeking RPL will be able to access an RPL process as described in our Recognition of Prior Learning Application Forms. Please note that there is no RPL process for First Aid Units.

Assessment Criteria 

Assessments should provide opportunity for applicants to be informed of the context and purpose of the assessment and the assessment process.

This will include but will not be limited to information regarding assessment methods and alternative assessment methods if required to accommodate special needs or circumstances.

Assessment Methods 

At least two methods of assessment will be conducted for each competency. Some of the methods may include:

Observation: where the student will be observed performing a series of tasks a number of times, perhaps as part of a scenario to determine their competency.

Verbal question and answers: where the student will be questioned to determine the depth of their understanding of the process to ensure that they are competent.

Written assessment: In this instance the student will be given the opportunity to demonstrate their competency through multiple choice questions, short answer questions, written reports etc.

All assessment tasks must consider any language and literacy issues or cultural issues related to the task.

Once competency is achieved in all the performance criteria for a unit the candidate will be marked C for Competent; if not they will be marked NYC for Not Yet Competent.

Assessment Completion Timeframes

You have two years from the date of enrolment to complete all required units of study within a qualification. For example an enrolment confirmed on the 1st January 2013 would need to be completed by January 1st 2015.

Applications for extension to completion timeframes must be made in writing to Know what to do™ for review. Please email and detail the circumstances surrounding your request for an extension. You will receive a response in writing within 7 days of your request.

Please note that most of the First Aid courses are Units, not Qualifications. Therefore any pre-learning will be assessed before or at the start of the course and all assessments will be conducted during the course. Therefore extensions are not relevant as competency is assessed during the course

Assessment Appeals Process

All appeals should in the first instance be discussed with your trainer to allow you to see if it is possible to be re-assessed. Re-assessment should occur within one month of the original attempt; otherwise re-enrolment in the course will be required.

Students wishing to make an appeal should first make an appointment with the trainer/assessor. If the matter is not resolved an appointment (or telephone/email) should be made for an interview with the Director, Jon Symmonds by contacting Know what to do™ Head Office on

If this cannot be resolved, then the student’s appeals are eligible to be heard by an independent party. Unresolved appeals will be heard by a Solicitor in Queensland

Student Rights

Know what to do™ recognises that students have the right to:

  • expect the provision of high quality training that recognises their individual learning styles and needs;
  • have access to all services regardless of educational background, gender, marital status, sexual preference, race, colour, pregnancy, national origin, ethnic or socio-economic background, physical or intellectual impairment, and religious or political affiliation;
  • have their prior learning, acquired competencies, and experience
  • appropriately recognised in determining their requirements for training and assessment;
  • be advised of the learning outcomes and prescribed assessment tasks for the training program of their choice prior to its commencement;
  • appeal for a review of the results of an assessment;
  • expect to achieve the published learning outcomes from their training program, if they, in turn, devote the necessary time and diligence to it;
  • learn from fully qualified and competent Trainers who observe their
  • responsibility to address students’ learning needs, assist them to achieve the course outcomes, and assess their students’ work fairly;
  • learn in an appropriately appointed, safe and clean learning environment, free of all forms of harassment and discrimination;
  • be treated with dignity and fairness;
  • expect that Know what to will be ethical and open in their dealings, their communications and their advertising;
  • expect that Know what to will observe their duty of care to them;
  • efficient handling of administrative matters and in the processing of fees, concessions, refunds etc;
  • privacy and confidentiality, and secure storage of student records in accordance with the organisation’s policies, to the extent permitted by law.

Student Responsibilities

Students are responsible for:

  • understanding and accepting the enrolment conditions for the courses they undertake.
  • providing accurate information about themselves at time of enrolment, and to advise Know what to do™ of any changes to their address or phone numbers within 7 days.
  • providing all required enrolment information, including proof of identity where required.
  • paying of all fees and charges associated with their course and providing their own course requirements where notified.
  • recognising the rights of staff and other students to be treated with dignity and fairness, and behaving in an appropriate and acceptable manner towards them.
  • ensuring they attend classes sober and drug free, and smoke only in open areas away from other people.
  • the security of their personal possessions while attending a course.
  • promptly reporting all incidents of harassment or injury to their trainer or Know what to do™ administration office.
  • respecting Know what to do™ and their partner’s property, and observing policy guidelines and instructions for the use of equipment.
  • seeking clarification of their rights and responsibilities when in doubt.