Address
98 South St, Granville NSW 2142

Work Hours
Monday to Saturday  8:30 AM - 4:30 PM

Phone
(02)96820100

Commonly Asked Questions

Online 

Online education or home-based study is perfect for students who do not have access to classroom training and prefer online self-paced study.  Students have the option to access course content via our Learner Portal anytime and anywhere from any smart device and computer with Wi-Fi enabled. 

Classroom 

Classroom-based education is where Trainer/Assessors teach students face-to-face in a structured environment, using presentations, discussions, and interactive activities to deliver course content. 

 Distance  

Distance education or paper-based study offers flexible learning opportunities for students who do not have access to classroom training.  Our Trainer/Assessors are onsite and available for student appointments via phone and email. 

 Traineeship 

A Traineeship is a way in which a student can combine employment and onsite workplace training to gain a nationally recognised qualification, by continuing to work in their role while gaining the necessary skills and knowledge. 

Yes, at h&h, you have the option to study more than one course at a time. This flexibility allows you to pursue multiple interests and advance your skills simultaneously. 

Yes, you can pay up to $1,000 of your course fee upfront. 

If you’re having trouble making a payment, please reach out to our Accounts Team for assistance. 

You can provide your Booking Confirmation Letter as proof of study for Centrelink. 

Should a student withdraw prior to commencement, h&h will retain the administration fee paid upon enrolment. Any other fees paid at enrolment will be refunded.

Yes, you can defer your course. However, you’ll need to provide documentation to the college and establish a tentative date for your return. 

A student induction is a welcome session for new students that provides key information about their training. At h&h, the coordinator explains the course requirements, structure, units, work placements, and how to use the learning platform. They also answer questions and support students throughout their studies. This session helps students feel prepared and confident as they begin their learning journey. 

You can email your Trainer/Assessor directly and request them to make an appointment confirming their availability. 

Alternatively, you can phone our college on 9682 0100 to discuss your needs over the phone with your Trainer/Assessor. 

For traineeship students: their working hours count towards their traineeship as they have a Traineeship Plan Proposal (TPP) confirming for work placement. 

For all other study modes (Classroom, Online, Distance), students must record their hours in the logbook and complete an Employment Confirmation Form to provide evidence of their employment.  

Yes, only if you can do the work placement in the role you are studying for the work placement hours/period. i.e. in childcare you must be on the floor working with the children for all the hours required, not in the office or kitchen of the centre. 

You can attend our college campus and come to the front reception to submit your hard copy assessment to the front desk, and they will keep this safe for your Trainer/Assessor to mark.  

Alternatively, you can scan all pages of your assessment booklet to your Trainer/Assessor’s email, all attachments must be included.  

Yes, if you are a Distance student (paper-based), you must keep a copy of your assessment booklets. 

Whilst we take every necessary precaution, h&h does not accept responsibility for lost or damaged assessments.

Here at h&h, Trainer/Assessors have a 14-day marking period to mark, assess and give feedback on any resubmissions. 

This means, 14 days from your submission date you will receive feedback via email on your assessment tasks marked satisfactory or requesting resubmissions. 

Role plays are uploaded by saving the video file on your laptop/computer, then choosing the file to upload via “Submit assignment button”. Should you have any difficulties, we have IT support onsite. 

Yes, depending on your study mode: Classroom students will be completing role plays and demonstrations with their Trainer/Assessors at our college campus. 

For all other study modes, you must book a suitable day and time with your Trainer/Assessor due to their availability.  Once confirmed you can attend our college campus to complete a role play and demonstration with your Trainer/Assessor. 

Commonly Asked Questions - First Aid

First Aid certification is valid for 3 years, while the CPR component is valid for 1 year. Therefore, you may need to update your CPR certification, even if your overall First Aid certification is still valid. 

No, please contact our reception team to enquire about availability or options available to you.

Once you have successfully completed both the practical and theory components of the training, your Trainer/Assessor will submit the results to the Co-ordinator for processing. If First Aid is completed as a standalone unit, students will receive a Statement of Attainment (SOA) within 28 days after the Trainer/Assessor confirms all assessments as competent. If First Aid is completed as part of your qualification, First Aid competency will be included on your testamur as part of your qualification upon completion of your studies (A First Aid certificate can be issued upon individual student request).

The unit codes on First Aid certificates are specific to each course. If the code on your certificate does not match, you will need to complete the course again to meet the requirements for your specialisation. Please connect with your Coordinator or our reception team to arrange a booking. 

Commonly Asked Questions - Certificates
  • When competence has been achieved, students will be issued with a Qualification or Statement of Attainment (SOA). Certificates are issued within 28 days of competency achievement. 

A Statement of Attainment (SOA) is issued when a student has successfully completed one or more units of competency but not the full requirements of a qualification. It outlines the specific units completed and serves as a record of the skills and knowledge gained. 

A Certificate, on the other hand, is awarded when a student has completed all the units required for a full qualification, demonstrating a comprehensive level of competency in that area of study. 

Students are required to pay a fee of $30.00 for the reissuance of any qualifications or certificates. 

Commonly Asked Questions - IT

h&h protects your data through backup servers, password protection, and access restricted to authorised staff only. 

At h&h, your privacy is important to us.  h&h complies with the Privacy Amendment (Enhancing Privacy Protection) Act 2012, which amends the Privacy Act 1988, and employs all reasonable endeavours to ensure that information about a person is protected from misuse, loss, and unauthorised access, modification or disclosure, in accordance with the Privacy Amendment Act. 

Personal information may be stored either in hard copy or electronic form. Student records are treated confidentially, and hard copies are kept in a safe and secure manner in lockable cabinets. IT systems are secure and backed up as required to ensure safety of data storage. Students do not have access to other student’s files. 

Commonly Asked Questions - Complaints

If you have a complaint or wish to appeal, start by contacting your Trainer/Assessor or Coordinator who will assist you in addressing your concerns.  

If your issue remains unresolved, h&h provides all students with access to a complaints and resolution process. All complaints and appeals are completed in the strictest of confidence, adhering to privacy laws and confidentiality agreements. 

For all complaints, management will respond within five business days. If you’re not satisfied with the outcome, you’ll receive the contact information for the Australian Skills Quality Authority (ASQA) to escalate your complaint further. 

Students who disagree with their assessment results can appeal by first discussing their concerns with their Trainer/Assessor. If unresolved, they can request an ‘Appeals Against Assessment Results Form’ to be submitted to the General Manager within seven days. The student will receive a written outcome within five business days. Students have 30 days from the date of the unsuccessful assessment to initiate the appeal. 

h&h is committed to being transparent in providing students with information about their learning experience in the college. 

Students are also given comprehensive information about the qualifications and what to expect when they initially inquire about the training. They can also publicly get information about h&h products and services from the website and through resources like brochures and the student handbook. This information is important in assisting students to make informed decisions about their careers and study choices. 

On enrolment, students are provided with further detailed information about their chosen course and what to expect during their period of study. 

Common Traineeship Questions

Each trainee has a contract developed at the commencement of the traineeship with the employer, the college, and Training Services NSW. This contract sets the dates for commencement and completion. If you wish to complete the traineeship earlier, you can contact the college, and we will communicate with your trainer and then the employer. This is called ‘Early Completion’ and relies on all parties agreeing that competency has been met. 

If there is a need to modify the training contract dates, communication is had with the employer and a request is made to Training Services NSW to extend the contract. This communication needs to occur a minimum of three months before the completion date on the training contract. This allows for adequate time to seek approval for the extension, and modification of your training plan for outstanding course requirements.  

Notify h&h as soon as the employment ends, to discuss options to cancel the traineeship, transfer to another employer or continue with h&h through a Fee for Service arrangement. For further advice contact our team. 

You are required to notify h&h so we can communicate with the apprenticeship centre and update the training contract with new details 

If ownership has changed, your employer should contact the Apprenticeship Network ProviderIf this is not possible, h&h are able to notify the Apprenticeship Network Provider of the change of ownership. 

Contact Training Services NSW and/or follow your workplace policies and procedures to discuss any concerns regarding your employment with management.  You can also discuss the matter with h&h Accredited Training who can notify Training Services NSW on your behalf. 

Your certificate will be issued within 28 days after the final audit has been completed by h&h. Your assessment includes both practical skills and theoretical knowledge. Even if you’ve completed all the theoretical work, you must competently demonstrate your practical skills to your employer and h&h Trainer/Assessor in accordance with the theory you’ve studied.

We are unable to provide advice on pay conditions. You can talk to the apprenticeship centre to discuss  pay queries or go to the Fair Work ‘Pay Calculator’ –  https://calculate.fairwork.gov.au/FindYourAward or phone Fair Work Australia.  

Your employer has signed and agreed (on your Training Plan) ‘Withdraw my apprentice/trainee from routine work duties, with pay, for a minimum of 3 hours per week, averaged over a 4-week period, for the purpose of undertaking formal training/assessment. This means that over 4 weeks, you should be allowed 12 hours study time. This is regardless of part time or full-time employment. 

Each trainee will be encouraged to speak to their employer first, then their trainer. If there is not a solution, Training Services NSW may be approached to intervene. 

You are eligible to apply for a Transport Concession Entitlement Card if you are registered with Training Services NSW and in an active apprenticeship or new entrant traineeship approved by them. To fill out the form, please visit http://apps.transport.nsw.gov.au/cec/ 

Leave entitlements align with the relevant award. It is advisable to inform your Trainer/Assessor if you plan to take leave, especially for scheduled visits. For any proposed leave more than four (4) weeks, including maternity leave, your traineeship will be placed on suspension, and you will not be able to complete any assessments until your return date as per Training Services NSW policyAdditionally, you will be asked to complete the necessary paperwork for h&h for our records. 

You should keep all records of your traineeship: such as the approval letter from the NSW Government with your TCID number, a copy of your training contract, documentation of hours worked and pay slips, any results emailed to you by your trainer, and copies of all assessments submitted to your trainer. 

If you’re finding the course material challenging, you can arrange one-on-one support with your trainer. Additionally, you can set up Zoom sessions or receive on-site guidance at our college. We are open from Monday to Saturday from 8.30am – to 4.30pm. 

Your trainer will visit you approximately every 4-6 weeks, though this may vary depending on whether you work full-time or part-time. You can also request additional visits for extra support if approved by your Trainer/Assessor and Employer. 

During your trainer’s visit, you can expect a session lasting 30 minutes to 2 hours depending on what support is required. This time will be used to support you with assessment questions and to monitor or assess the skills related to the unit of competency you are currently studying. 

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