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Frequently Asked Questions
Support and assessment timeframes — what to expect, and when.
We don't rush assessments. In high-risk work, competence matters more than speed — and a ticket issued without a proper review is worth nothing on site.
How quickly is my assessment marked?
Most assessments are marked within 24 business hours of submission. If you submit outside business hours — including weekends and public holidays — allow up to 48 hours.
Every submission is reviewed by a qualified assessor rather than processed automatically, and we would rather take the time to get the outcome right than rush it.
What are your business hours?
- Monday to Thursday: 8:00am – 4:00pm AEST
- Friday: 8:00am – 1:00pm AEST
What happens if I submit after hours?
Nothing is lost. Your submission is received straight away and goes into the queue for the next business day, at which point the standard timeframes apply.
Submit on a Saturday night and you can usually expect an outcome by Monday afternoon.
How quickly will you reply to an enquiry?
We aim to answer every enquiry within 24 hours. Anything that arrives outside business hours is answered on the next business day at the latest.
Can I have an assessment marked urgently?
Assessments are marked in the order they arrive, which keeps it fair for everyone waiting.
If you are working to a hard deadline — a site access date, a mobilisation — call us before you enrol. We will tell you honestly whether we can meet it, rather than find out afterwards that we cannot.
Why does marking take as long as it does?
Marking is not a formality. A qualified assessor has to:
- review your evidence against the requirements of each unit
- confirm competency has genuinely been demonstrated
- check the outcome meets national training standards
In high-risk work, that review is the part that matters. A ticket issued without it is worth nothing on site.
Is there support outside business hours?
You can submit assessments and enquiries at any time, and they will be waiting for us when we open.
We cannot promise an assessor will be available on weekends or public holidays. If shift work means those are the only hours you have, tell us when you enrol and we will do our best to plan around it.
How can I avoid delays?
Most delays come from submissions that have to go back for more information. To keep things moving:
- submit complete and accurate work
- attach all the evidence the task asks for
- follow the instructions in each assessment carefully