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Online Service Standards

GOTAFE offers a range of courses that are delivered as a blend of classes and online learning.

GOTAFE is committed to providing a quality learning experience for students studying online. These online service standards explain our commitment to students in key areas.


GOTAFE will provide the following support to students studying any aspect of their course online:


  • Will be available for queries about learning and assessment by phone and email for the duration of the course/unit. Your course coordinator and teachers will advise you their contact details and best times and days for contact.
  • Will reply to queries within three (3) working days, and assessment tasks will be returned with feedback within ten (10) working days.

Administrative Support

  • Will be available for queries by phone (1300 468 233) and email Monday to Thursday between 8.00am and 6.00pm, and Fridays between 8.00am and 5.00pm.
  • Will reply to email queries within 24 hours.

IT Support for Technical Queries

  • Will be available for queries by email Monday to Friday.
  • Will reply to queries within 2 working days.
  • Instructions and guides for printing, photocopying, student email, office 365 are provided during student induction and online.
  • Instructions for WiFi and BYOD, including laptops (windows and mac), tablets and smart phones (android and iOS) are available on the GOTAFE website.
  • Instructions and video guides for accessing, navigating and using goLearn – Moodle online virtual campus are provided at student induction and online.

Learning Management Systems (LMS) Support

  • All students are enrolled into the goLearn Student Lounge, which features information about all support systems.
  • Student Lounge Online Tools for Learning section features text and video guides to working in goLearn.
  • All students have access to a dedicated email address Turnaround time is 24 hours Monday to Friday.
  • All students navigate an online induction that introduces them to key navigational and operational features of goLearn.
  • Recite Me accessibility toolbar allows students to customise the goLearn experience so they can read and understand in ways that work best for them.
  • Trainers can provide support and seek specialist help on behalf of learners.

Support Services

  • Student welfare and counselling services are available by appointment between 9:00am and 5:00pm Monday to Friday on campus or by telephone (1300 468 233). GOTAFE will work with local providers for distance learners where appropriate.
  • Online tutoring services are available through Studiosity, accessed via goLearn, to get help with organising, planning and completing assignments, with constructive feedback provided, as well as other study supports.

Library Services

  • Centralised online support for library services is available between 8:30am and 5:00pm Monday to Friday, at the Shepparton Fryers St Campus. Exceptions to these hours will be published on library website. Responses will be provided to library questions at point of contact, or via reply to contact details provided within 24 hours Monday to Friday
  • The online library is available anytime at
  • Contact details & associated partnership library details can be found on the links above.


GOTAFE conducts a comprehensive Pre-Training Review for all prospective students to determine whether a course is suitable and appropriate for their individual needs.

This includes an assessment of your digital literacy by:

• asking you to do a self-assessment quiz

• discussing the quiz outcomes and making recommendations about whether the program is suitable for you and identifying additional support where required.

GOTAFE uses a learning management system (LMS) called goLearn for online program delivery, where some or all of the learning materials will be delivered through. All students are provided with an induction that introduces them to key navigational and operational features of goLearn.

The following are the minimum information technology requirements:

  • A desktop or laptop computer (with 8GB memory and 1.8Ghz processor), however many aspects of the course can be accessed via smartphone or tablet.
  • Microsoft Office 2003 or later.
  • A reliable internet connection with the latest version of Google Chrome, Mozilla Firefox, Microsoft Edge or Safari.

Please note: Bookkeeping and accounting students will need access to a PC to engage with MYOB learning software and materials.


GOTAFE ensures that learning materials are presented in a variety of formats to optimise the learning experience, including:

  • Guided content
  • Graphics, Video and Audio
  • Interaction through discussion forums and webinars
  • Interactive learning activities and quizzes.

GOTAFE ensures online materials meet the principles of Web Content Accessibility Guidelines and offers text to audio software options


GOTAFE aims to provide an online learning experience that is engaging and interactive. We will monitor your participation as you progress through your course.

Collaborative learning opportunities will be provided so that you can interact with peers, during campus classes and/or through online discussion forums, chats and webinars.

Ongoing feedback will be provided as you study via:

  • Email, telephone and direct interactions with trainers/ assessors and/or in informal online discussion forums or webinars
  • In response to individual queries and tasks you complete, and within 10 days of assessment submissions.

We will contact students who have not logged on or continued to participate in learning activities after a period of four weeks. In goLearn, you can view the progress bar to show your progress in the online components of your course, and this allows teachers to quickly identify potential students at risk, and to offer proactive support.

Repeated unsuccessful attempts to contact students who have ceased participating in learning activities may result in withdrawal from the course.


A minimum of two forms of assessment will be used for each unit of competency.

Forms of assessment will vary per course, but will include a combination of the following:

  • Knowledge questions
  • Observations
  • Assignments
  • Case studies
  • Projects
  • Portfolios
  • Demonstration of practical skills.

Where students are asked to demonstrate competency in practical skills, video or annotated photographs may be used.


All trainers and assessors delivering online courses at GOTAFE undertake professional development in online delivery, which includes:

  • Formal online training
  • Participation in discussions and forums, meeting and sharing ideas for improvement.