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Learner support
Learning online shouldn't mean learning alone. This policy explains the help you can get, from course questions to technical problems to times when life gets hard, and how quickly we'll get back to you. Jackie and Jess
In short
- Email [email protected]. We reply within 2 working days.
- Your assessor helps with tasks and feedback.
- We can pause your course or extend deadlines if you're struggling.
The help we offer
- General help: email [email protected]. We reply within 2 working days.
- Course help: your assessor answers questions about tasks and feedback.
- Technical help: we'll help with logging in, uploads and video links.
- Wellbeing: if you're struggling, tell us. We can pause your course, extend deadlines or point you to support services.
- Accessibility: templates come in Word and PDF. Many course videos have captions or transcripts, and we're adding more. If you need captions, a transcript or another format for a video that doesn't have one, ask us and we'll provide it as a reasonable adjustment (see Reasonable adjustments).
Related policies
Change history
1.0, 15 October 2026: first published.
