Business (Customer Engagement) Certificate III BSB30120

No charge for assessment resubmissions…ever

We want you to submit your work to ensure you are on the right track.  In some cases, we will even submit for you to make sure you are heading in the right direction.

No charge for trainer support or coaching…ever

Our team of dedicated staff and Student Training Advisers are here to help you reach your goal.

Just give us a call or write to your Student Adviser for help during business hours and we'll do everything we can to support.

This includes one on one coaching support and the full range of options we can offer via distance delivery!

No charge for approved extensions…ever

While some qualifications have a deadline that is driven by government requirements (such as a Traineeship or other funded/subsidised program), we will not charge an additional fee if we agree to extend your course deadline.

ACCM College is committed to you reaching your professional development goal. 

Once your normal completion date has passed (if you aren't sure what that is just ask us), we will work with you to see if an extension is warranted. 

As a general rule, if you are making regular and meaningful progress towards your goal, we will extend your course accordingly.

ACCM College offers (and encourages) a payment plan option for our students.

We understand that paying for professional development is not always easy, and often delays reaching your goals.

We have partnered with EZI Debit where you can set up a payment plan that offers a great deal of flexibility.

There is no need to provide ACCM College any of your financial or credit card details, as all transactions are managed through EZI Debit.

To learn more about how EZI Debit works, you can visit their website here:   https://www.ezidebit.com

You do NOT need to travel off-site for study...Webclass delivers flexibility.

24/7 access to course work, allowing maximum flexibility and opportunity.

Subjects broken into manageable sections - encouraging steady course progress.

Clear and plain English learning materials - no more “word walls” to struggle with.

Subject specific videos to enhance depth of learning for visual and audial styles.

A range of assessment methods designed to appeal to all learning preferences.

Designed to appeal to a range of Learning Styles and Preferences

Each subject is written to appeal to a wide range of learning styles and preferences, catering to visual, aural and hands-on learners.

We use plain English-text, lots of white space, pictures and diagrams and relevant videos.

Broad range of assessment methods and activities

ACCM College uses different types of assessment activities to keep things interesting and appeal to different learners.

Multiple Choice, short and long answers, skills check/role plays, practical activities and projects and written reports are all used to ensure you can demonstrate competence across the requirements of your qualification.

Relevant and meaningful materials, regularly validated against industry

Our learning and assessment materials are all written in-house by our own industry experts in consultation with industry.

We use our ongoing industry consultation, student and employer feedback and industry validation to ensure our materials meet the needs of the industry you want to break into or grow in.

ACCM helps you succeed in your studies by giving you the support of a dedicated team of Student Advisers with real life industry experience. You will have one dedicated Student Adviser who will personally manage your program, as well as the benefit of a team around them to provide expert assistance in all subject areas.

Students actively comment about the supportiveness of their Student Advisers, their skills at passing on their knowledge, and making even the hardest subject understandable. 

Our Advisers will reach out to you to offer help throughout your course, such as coaching and motivation, to help you reach your goals.

Our Student Advisers are available by phone, email and video during AEST business hours (just call or write).

ACCM has many obligations to provide a quality learning experience to our valued learners.

However, two are critical obligations in the VET sector

1.  ACCM College is responsible for the quality of the training and assessment in compliance with the Standards for RTOs 2015

This means we must maintain the high quality standards expected of RTO's as outlined in our governing regulations.

2.  ACCM College is responsible for the issuance of the Australian Qualification Framework (AQF) certification documentation

This means we are responsible for issuing you the qualification testamur or statement of attainment upon finalisation of your course (once all invoicing has been paid).

As the Learner, there are specific rights you must be made specifically aware of under the Standards for RTOs 2015:

1.  The details of our Complaints and Appeals process which can be found here ACCM's Complaint Policy

2. The process and policy if ACCM were to close or cease to deliver any part of the training product you are enrolled in.  The specific policy can be found in our Qualification Transition, Cessation and Teach Out Policy

You can also find these and other policies on our main Policy Page.

As the Learner, there are also some obligations that you have to enrol in an ACCM qualification.

1.  You must meet any Entry Requirements listed on this page, such as:

• Required Current Work Situation
• Experience and Qualification Requirements
• Formal Entry Requirements
• Required Work Background
• Literacy Skills
• Language Skills
• Numeracy Skills
• Digital Literacy Skills
• Computer and Internet Requirements

2.  There is also a Student Progress and Participation Policy designed to help you reach your goals.  You can read more about this policy here 

3.  Learners also have an obligation to behave in a professional manner with ACCM staff at all times.

If you have any questions regarding these requirements, please give us a call before you begin the enrolment process.

We want to make sure you are set up for success!

One of the keys to our success is the strong communication we maintain with our Learners.

ACCM has a proactive communication and participation policy with our learners.

For more information, please read our Student Progress and Participation Policy

Online learning is not for everyone.

Before enrolling consider:

• Do you have the computer equipment and internet facilities?
• How good is your Digital Literacy?
• Are you able to learn using online options or would a face to face class be better for you?
• Do you have the time and discipline to study each week?
• Our Student Advisers help you via phone contact. Will this work for you?
• Are the remote assessment methods (like role plays) activities that you can participate in?

Although we offer high level support - if online isn't for you - it isn't for you...

It is in your best interests to choose another provider if online isn't for you.

Assessment is the process to award a student competency in unit/s of competency.

For a student to be assessed as competent, we must ensure the student has:

• Learnt and absorbed the required knowledge
• Developed the skills (often progressively) and
• Can combine the knowledge and skills to demonstrate:
  - An ability to perform relevant tasks in a variety of workplace situations (or accurately simulated workplace situations)
  - Consistency in performance and a consistent ability to demonstrate skills when performing tasks
  - An understanding of what they are doing and why, when performing tasks
  - The ability to integrate performance with understanding, to show they are able to adapt to different contexts and environments.

Each subject will have a range of formative and summative assessment activities selected based on the units of competency.

Common formative assessment methods used to assess foundation knowledge include written short answer questions, multiple choice questions and match the correct answer questions. These are typed into the online learning platform Webclass. Case Study scenarios are often used to give relevant context to these questions.

The main or summative assessment activities are often more skill-based and practical activities such as:

• Demonstrating skills like communication and service skills in role plays or skills checks
• Practical activities like scheduling a meeting or completing a purchasing order
• Completing accounting or IT activities (for those types of courses) in a Lab environment
• Demonstrating safe manual lifting skills

In higher level qualifications the summative assessments might include activities like:

• Drafting policies or procedures
• Investigating a complex scenario and identifying recommendations
• Conducting complex verbal negotiations or discussions
• Preparing project documents using specific project tools 
• Writing detailed documents

Instructions for all assessment activities are provided, along with information about what the expectation is to achieve competency.

We use a range of methods to gather evidence of competency i.e. evidence of your completion of the assessment activities.

For typical question and answer activities you will type the answers into the online learning platform Webclass.

Role Plays will be conducted by phone or video calls e.g. Zoom or Microsoft Teams.

Many practical activities are evidenced by you completing simulations within the online learning system e.g. data input or completing a sample workplace form or spreadsheet.

Some subjects require specific interactions. These may be addressed by email exchanges, a group video conference or use of a specific application e.g. IT Ticket System.

Observations can be by live video or a recorded video where we can see the participant was you.

In general, we have identified assessment methods that are suitable for remote assessment.

Each subject will have specific Assessment Resources and Assessment Conditions based on the unit/s of competency.

In general, we will provide the required assessment resources and establish the required conditions.

These may typically include:

• Sample workplace policies and procedures to apply eg complaints procedure
• Sample workplace forms eg safety incident reports
• Relevant and realistic scenarios eg a loan application 
• IT labs where the specific troubleshooting, setting or networking activities can be undertaken
• Having a group discussion or meeting with multiple participants
• Accounting transactions to be processed

Each subject will give you an overview of the summative assessment activities at the start; and specific activities will include or reference the required resources. The instructions will disclose any specific conditions to be applied.

You will however be required to:

• Have phone access to conduct required role plays/skills checks
• Access specific computer applications where specified in that subject e.g. Microsoft Word for word processing, Microsoft Excel for spreadsheets,  XERO/MYOB for accounting courses, or specific IT applications 
• Use a video conferencing tool eg MS Teams or Zoom and
• For limited IT subjects - have specific hardware to be used

One of the challenges of online assessment is ensuring the student is the person undertaking the assessments. Yes, we know you would need to be pretty rich and desperate to pay someone to do your Certificate III course - but we do need to check.

The ACCM process has a number of ways we do this, of which you should be aware of:

• Online text allows the functionality to look for copied text whether that's from the internet or from another student.
• Online also allows typing speeds and patterns to be captured and compared.
• Webclass records the computer IP address being used. This alerts us if your work is now being done on a new device.
• Answers that are selected can be randomised - so the correct answer is listed in different orders for different students.
• Activities ask that you use your name or date of birth or other details in specific questions.
• Different case study scenarios are allocated based on your surname.

These processes may mean you are asked to identify yourself during the assessments e.g.

• To use your name in documents.
• To use your date of birth in calculations.
• Answer specific case study scenarios from a designated pool of questions.
• While online you may find a pop-up that asks you for information about your enrolment. This is triggered if our system identifies something unusual about your assessments.
• In role plays you may be asked to identify yourself.
• In recorded videos you will have instructions about how to show us your identity i.e. to see your face on screen talking or showing us your Drivers Licence.

Lastly, and importantly, we ask your Workplace Supervisor (for employment related enrolments) to agree with us about competency before it is awarded.