Student support services

The Student Experience team is available to introduce you to online learning courses with Kaplan Professional.

If you are a new or existing student, a Student Experience Adviser can help you:

• Map your study plan
• Manage your time and workload
• Maintain your momentum; you will receive contact during your studies to check you are on track to meet your completion goals

Student Experience Advisers are not tutors or subject matter experts, so they cannot answer questions about subject content. The discussion forum in your KapLearn subject room is the place to go for this advice, in addition to online drop-in sessions.

There are two teams dedicated to supporting students:
– Those studying a higher education course can reach support on 1300 135 798 (option 1) or studentadvice@kaplan.edu.au
– Those studying a vocational or non-accredited education course can reach support on 1300 662 203 (option 1) or mail@kaplan.edu.au.

Our dedicated Student Resolutions team is available to provide assistance to vocational and higher education students in resolving more complex matters that may arise during the course of your studies, including:

• Applications for special consideration
• Reasonable adjustment applications
• Exam incidents
• Complaints and appeals

The team is also responsible for facilitating queries between you and your assessor that cannot be posted in the discussion forum, such as:

• Requests for clarification of assessment feedback
• Assessment re-mark requests

Those studying a higher education course can reach support on 1300 135 798 (option 1) or studentadvice@kaplan.edu.au.

Those studying a vocational or non-accredited education course can reach support on 1300 662 203 (option 1) or mail@kaplan.edu.au.

Support from your tutor is available in your online subject room, KapLearn. Your tutor is a dedicated industry professional and subject matter expert, available to answer your queries regarding your subject notes and assignment preparation via the discussion forum.

This is an open forum for communication between you, other students and your subject tutor, so all students can benefit from the guidance provided by the tutor when they answer a question.

You can post ‘technical’ queries, i.e., questions about concepts you do not understand from your subject notes and clarification about the context of an assignment question.

Higher education students may also elect to attend a drop-in session with your tutor. These are also recorded for you to catch up on later if you cannot make a specific session.

Some vocational education subjects have live tutor sessions to support students throughout their learning experience. Students can use these one-hour sessions to drop in and ask questions on to the subject content and assessments.

Important: Learning support is limited to the learning content of your subject only and does not extend to providing assignment or exam answers. Your online tutor will not assist you with ‘vetting’ (previewing) your assignment answers. Queries about assignment grading, assessor comments or exam questions should not be posted on the forum. Those queries are addressed by our Student Resolutions team. Exam questions and answers are also not discussed in the forum.

The tutor is not contactable by telephone or email.