Student Support
Studying while you're working, raising a family, or rebuilding after a difficult period is hard. Most of our students are doing at least one of those things. This page sets out what support is available, how to ask for it, and what to do if something isn't working.
Choosing the right course, with your eyes open
We would rather talk you out of the wrong course than enrol you into it. Before you commit, we'll work through what the qualification actually involves, whether it suits where you're at, and what it will cost.
A conversation first
Before enrolling we talk with you about your existing skills and experience, the demands of the qualification, and whether it's the right fit. If a different course or a different starting point would serve you better, we'll say so.
Skills and literacy review
We review your language, literacy, numeracy and digital skills before you enrol. This is not a test you can fail. It tells us what support you may need so you're set up to succeed rather than struggling six weeks in.
Recognition for what you already know
If you've completed relevant study before, or you've been working in the sector, some of it may count. We'll look at credit transfer and recognition of prior learning with you.
Know before you commit
Fees, payment options and refund conditions, course duration and structure, what's involved in any work placement, and our full student policies are all published before you enrol. If anything isn't clear, ask us. That's what the enrolment conversation is for.
Fees and refunds · Policies and procedures · Student Handbook · Unique Student Identifier
Start with the Training Support Officer
You don't need to work out who the right person is. We have designated Training Support Officers whose job is to be your point of contact for study problems, practical problems, or anything else getting in the way of finishing your course.
Contacting the Training Support Officer
Available Monday to Friday during normal business hours. If you need support outside those times, the free services further down this page are available 24 hours.
1300 889 564 · enquiries@h2.edu.au · trainingsupport@davange.com.au
Reading, writing, maths and computers
Before you enrol we look at your language, literacy, numeracy and digital skills. If you need support, whether that's a bit or a lot, we'll put a student support plan in place so it's organised from the start rather than after you've fallen behind.
English as a second language support is available too.
Training and learning support
Struggling with the content, an assessment, or the overall workload? Tell us before the due date rather than after. Start with your trainer, or contact a Training Support Officer if you would rather talk to someone else.
If an assessment comes back as not yet competent, you will get feedback on exactly where the gaps are, along with further training aimed at those gaps before you are reassessed. Where more support than that is needed, your trainer can refer you to the Training Manager so it can be arranged.
When work hours are the problem
If your shifts make it impossible to attend training Monday to Friday, say so. It's a recognised reason for support, not an excuse we'll be sceptical about. We'd rather rearrange things than lose you.
If money is tight
If financial difficulty means you can't pay your fees in full up front, talk to us about payment arrangements before you enrol or before you fall behind. We can also check whether you're eligible for government subsidised training.
Practical barriers
Some things that stop people finishing a course have nothing to do with study. If you don't have suitable clothing to participate in training or placement, tell us. It's on our list of support needs because it's a real one, and it's not something to be embarrassed about.
Your rights at work
If you're a trainee or working while you study, we can help you understand your employment rights and conditions, and point you in the right direction if you're trying to resolve a problem at work.
Placement requirements are told to you up front
Some placements require a National Police Check, a Working with Children Check or a vaccination record card. We check and tell you what applies before you enrol.
If we fail to tell you about a placement requirement before enrolment and you can't complete the course as a result, you're entitled to a refund of tuition fees paid, regardless of how many units you've already completed.
Studying with a disability, injury or health condition
You have a right to participate in training and assessment on an equal basis with other students. Where you need an adjustment to do that, we'll make it, provided it doesn't compromise the skills the qualification requires you to demonstrate.
Tell us
Ideally before you enrol, so we can build support in from the start. But you can raise it at any point during your course, including if something changes partway through.
We talk it through
We discuss what you need with you, not about you. You don't have to disclose a diagnosis to ask for support, though some adjustments may need supporting documentation.
We put it in writing
Agreed adjustments are recorded so your trainer and assessor know about them and you don't have to explain yourself again to every new person.
Academic adjustments
- Extended time on assessments
- Flexibility in how the course is delivered
- Additional one-to-one time with trainers
- Materials in alternate formats such as large print, electronic, or printed on coloured paper
- Access to assistive technology
Communication adjustments
- Additional time to process and respond
- One-on-one tutoring
- Concepts supported with images
- Speech-to-text software
Physical adjustments
- Accessible classrooms and facilities
- Ramps and wider doorways
- Ergonomic furniture, where financially feasible
Where the limits are
We'd rather be upfront than have you find out late. An adjustment has to let you take part on the same basis as everyone else without lowering the standard of the qualification. Under the Disability Standards for Education 2005, that means some things aren't reasonable adjustments:
Being exempted from a core competency the qualification requires. If a unit requires you to safely perform a task, that can't be waived. Unlimited time on an assessment, as opposed to extra time. Major building modifications that would impose unjustifiable hardship. A full-time personal assistant to complete coursework on your behalf.
We'll talk through the inherent requirements of your course with you before you enrol, so you can make the decision with the full picture.
Who you are is not a barrier here
Everyone belongs
We're committed to supporting diversity in all its forms, including race, ethnicity, gender, disability, age, sexual orientation, socioeconomic status, religious belief, culturally and linguistically diverse backgrounds, neurodivergent people, and people who identify as LGBTIQ+.
In practice that means our students include people returning to study after years away, people for whom English is a second or third language, people managing a disability or chronic illness, and people rebuilding after a hard period. That's normal here, not exceptional.
Discrimination, harassment and bullying are not tolerated, from staff or from other students. If you experience it, tell us and we will act on it.
Cultural safety
We're committed to a culturally safe and supportive learning environment for Aboriginal and Torres Strait Islander students. First Nations peoples are not one group. They comprise hundreds of groups with their own languages, histories and cultural traditions, and we don't treat them as interchangeable.
Horizon2 acknowledges the Traditional Custodians of the land on which we work and learn.
When the course content hits close to home
Our qualifications cover child protection, family violence, mental illness, ageing, grief and disability. For some students that content connects with their own experience, and it can be harder to sit with than expected. That isn't a weakness or a sign you're in the wrong course.
What we'll do
Our staff are trained to notice when a student is struggling and to raise it early rather than wait. If something is affecting you, whether it's course content, health, or what's happening outside study, talk to the Training Support Officer or your trainer.
We'll listen, talk through what would help, and connect you with the right support service. We're a training organisation, not a counselling service, so for personal or mental health support we'll refer you to people qualified to provide it.
What we won't do
We won't discuss your situation with people who don't need to know it. Information about a wellbeing concern is handled confidentially and with respect for your privacy.
We won't treat asking for help as a mark against you. Raising a wellbeing concern has no bearing on your assessment results or your standing as a student.
What we commit to
A safe and inclusive environment, free from discrimination, bullying, harassment and prejudice. Holistic support, recognising that wellbeing is mental, physical, social and emotional, not just one of those. Building resilience, helping you develop the coping skills the sector will ask of you anyway. Access to services, internal support where we can provide it, and referral to external services where we can't. Privacy and confidentiality, your information handled with respect.
These come from our Student Support and Wellbeing policy, published in full on our policies and procedures page.
You are safe here
We are staffed by experienced Community Services, domestic and family violence, and child protection practitioners. If you, or someone you love, becomes unsafe during the course of your studies, you can speak to us.
Talking to a Training Support Officer
Our Training Support Officers are not mandatory reporters. They can provide safe, confidential support, advice and referral.
If you would rather speak with a mandatory reporter within our RTO, a Training Support Officer can put you in touch with one. That is your choice to make.
Mandatory reporters
Some of our team are mandatory reporters under state child protection legislation. In Queensland, mandatory reporters are required by law to report a reasonable suspicion that a child has suffered, is suffering, or is at unacceptable risk of suffering significant harm from physical or sexual abuse.
What confidential means, and where it stops
We will not share what you tell us with anyone who does not need to know it, and we will not act without talking to you first wherever we possibly can.
There are two situations where the law does not leave that to us. If someone is at immediate risk of serious harm, we will act to keep them safe. And under Queensland law, every adult, not only mandatory reporters, must report child sexual offending to police. If either applies, we will tell you what we have to do and why, and we will keep supporting you through it.
The power is with you, and we are by your side.
In an emergency
If you or someone else is in immediate danger, call 000 now.
Support services you can contact directly
These are national services, independent of Horizon2. Using them is private. We won't know you've called.
Lifeline
13 11 14Crisis support and suicide prevention for anyone experiencing personal crisis or emotional distress.
24 hours, 7 daysBeyond Blue
1300 22 4636Support and counselling for depression, anxiety and related mental health concerns.
24 hours, 7 days1800RESPECT
1800 737 732Counselling and support for people affected by sexual assault, domestic or family violence and abuse.
24 hours, 7 days13YARN
13 92 76Crisis support line for Aboriginal and Torres Strait Islander people, staffed by First Nations crisis supporters.
24 hours, 7 daysQLife
1800 184 527Peer support and referral for LGBTIQ+ people on sexuality, gender identity and relationships.
3pm to midnight, dailyReading Writing Hotline
1300 6 555 06Free national advice and referral for adults wanting help with reading, writing or maths.
Business hoursFeedback, complaints and appeals
Raising a concern will not disadvantage you. Your enrolment continues throughout the process, and we're committed to there being no detriment to anyone who complains.
Start with a conversation
Most problems are sorted out at the time by talking to the person involved. If that doesn't work, or you'd rather not raise it directly, go to the formal process.
Make a complaint
A complaint can be made in any form, written or verbal, by anyone: student, employer or anyone else. There's no time limit on making one, and you don't have to fill in a form for it to be acted on, though a Complaint Form is available if you prefer.
You can bring a support person to any meeting. If you're under 18 you can bring a family member or carer. Complaints are handled in confidence.
Appeal a decision
You can appeal any decision that affects you, including an assessment result. Appeals must be in writing within 28 calendar days of being told the decision, and are reviewed by someone who wasn't involved in making it.
If you appeal an assessment decision and it's upheld, you'll be offered reassessment with the option of additional training first.
What happens, and when
Within 24 hours: we acknowledge your complaint or appeal in writing.
Within 2 working days: a complaint is assessed and prioritised. Anything
involving safety, harassment, discrimination or a legal issue is acted on immediately.
Within 7 calendar days: handling begins.
Within 14 calendar days: you receive a written response to a complaint.
At least every 2 weeks: you get an update while it's still open.
Within 30 calendar days: resolved to a final outcome. If more time is
genuinely needed, our CEO writes to you explaining why and keeps you updated fortnightly.
You'll be told the outcome before it's implemented, and you'll have the chance to respond.
If you're still not satisfied
You can ask for an independent third party to review the outcome. They respond within 14 calendar days, their advice is final and we implement it without prejudice. We pay the full cost of that review.
Beyond that, you can go to an external body at any point:
National Training Complaints Service 13 38 73 · Australian Skills Quality Authority (ASQA) asqa.gov.au · Office of Fair Trading for consumer matters · Office of the Australian Information Commissioner for privacy matters, 1300 363 992
Not sure who to ask?
Call us. If we're not the right people to help, we'll help you find who is.