Online training help request form

If a certificate doesn't appear in 'My certificates' even though the module shows 100% completion or you've received an email confirming it’s complete, you may need to finish the certificate process.

1. Choose the module and course you need a certificate for.
2. On the course page, find the 'Certificate of completion' section.
3. If you've finished all the parts of the module, the status will be 'To do: View'.

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4. Click the certificate link and the certificate is created. You can view or download it, and the status changes to 'Done: View'.

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5. Your certificate will now also be in 'My certificates'.

If the 'Certificate of completion' section is locked, you still need to complete something in the module.

A certificate is issued when you've completed all topics within a module. You can find your certificates in My certificates.

If you’ve received a certificate, this means you’ve completed 100% of the course. Disregard the course completion section of the online module if it displays a percentage lower than 100% but you have your certificate.

If you want to a new certificate with a new completion date: 

1. Go to My certificates, download your existing certificate, and keep it for your records. 
   This won’t be available in the training portal after you follow these steps. 
2. Go to the course page for the module you want to reset. 
3. Choose ‘Reset my activity completion’ at the top of the screen. 
4. Choose ‘Continue’. 
5. You will see a confirmation message stating your completion has been reset. 
6. Repeat the module and get a new certificate with a new date.

If you don't know your username, you may be able to find it in an email. It's included in the emails you received when you:

• logged in to your account 
• requested your password to be reset.

If you can't find any old emails, you can:

• Go to Forgot your password, enter your email address, and receive an email that includes your username.
• If you don't want to reset your password, just ignore the link in the email. It will expire after 30 minutes.

Can't complete these steps because you can't access the email address?
If you can't access the email address that receives emails from the online training portal, submit the form below. In the 'I am having problems with' field, choose 'I can't access the email address linked to my account'.

If you don't know the username or password for your account, submit the form below. In the 'I am having problems with' field, choose 'Log in (confirmation email, passwords)'.

If you can't access the email address that receives emails from the online training portal, submit the form below. In the 'I am having problems with' field, choose 'I can't access the email address linked to my account'.

• Please allow 5 minutes for the email to arrive, and check your spam folder.
• The link will expire 30 minutes after you sent the request.

If you don't receive an email within 30 minutes you can try again and:

• make sure the email address is typed correctly
• try another email address you may have used for your account.

If you still don't receive an email, submit the form below.

If you don't know your password, see Forgot your password.

You'll need to enter either your username or your email address to reset your password.

If an online learning module has frozen or stopped working, please try these steps:

Check your browser and device

You may experience issues with an online learning module if you're not using a recommended browser or device. We recommend:

• using the latest version of:
  • Google Chrome, or
  • Microsoft Edge, or
  • Internet Explorer
• using a laptop or PC.

We don't recommend accessing the modules on a tablet or mobile device.

Check your internet connection

Make sure you have a strong, stable internet connection. You may experience issues if you're internet connection has dropped out.

Clear your browser

If you can, please:

• clear your browser's cache and cookies
• close any extra browser tabs
• restart your computer.

Clearing the web browser's cache can be used to mitigate some technical issues such as loading, formatting or performance issues when accessing the NDIS Commission portals.

The below steps can be used to clear the cache on one of these browsers:

Google Chrome

1. Click the three vertical dots in the top-right corner of Chrome.
2. Hover over 'More Tools' and select 'Clear Browsing Data'.
3. In the 'Time range' dropdown, select 'Last 7 days'.
4. Click 'Clear Data'.

Microsoft Edge

1. Click the three horizontal dots in the top-right corner of Microsoft Edge.
2. Click Delete browsing data 
3. Select '4 weeks' under 'Time range', and then select 'Clear now'.

Safari (Mac)

1. Click 'Safari' in the menu bar and select 'Settings or Preferences'
2. Go to the Privacy tab and click 'Manage Website Data'.
3. Click 'Remove All'.

If you continue to experience issues with a module after doing these checks, please complete the form below.

Sometimes the button to progress to the next screen can be out of your view. You can:

• Adjust the 'zoom' or size of your browser display. Go to your browser settings and make the zoom 100% or lower.
• Close any messages, windows or videos that have opened in front of the module screen. These may be covering the button.

If you still can't see the button to progress to the next screen, please complete the form below.

The online modules track and save your progress through the module. If you leave a module and return to it later, it will remember where you left.

However, if you leave the 'Worker orientation module: Quality, safety and you', and come back later, you will be asked 'Would you like to resume where you left off?'.

• Clicking 'Yes' will return you to the point where you left
• Clicking 'No' will delete your progress. Your progress can't be recovered and you need to start again from the beginning.

If you lost your progress in a module other than 'Worker orientation module: Quality, safety and you', please complete the form below.