Frequently Asked Questions
I have forgotten my username and/or password?
You can reset your password using your username or email address by clicking on the “Forgot your password?” link on the top right hand corner of the webpage below the login field. If you are still unable to login or cannot remember your username, contact our helpdesk on 1300etrainu for assistance.
I can't find my course
Your course is located on the "Training" tab, once you have logged in. Your course will be listed under relevant course provider (e.g. Provider: etrainu - Challenge National) under the heading "Training Course", you can then click on the name of your course to access it.
I'm locked out!
When you attempt an assessment for the first time, you will have three (3) chances to answer all questions correctly. If you exceed these three (3) attempts, your course will become locked. Once an assessment is locked, an assessor will unlock you within 8 business hours. If you require being unlocked sooner, contact our helpdesk on 1300etrainu and an assessor will be able to assist you. You will then only have 1 attempt at the same assessment before being locked out again.
What does 95% Awaiting Final Competency mean?
This means that you have completed everything you need to complete and that you are awaiting an assessor to mark you as competent. This can take up to 24-48hrs. Once an assessor has marked you as competent in your training, you will receive your certificate via email and a copy will become available for you to download from your "Training" page in your etrainu account.
My assessment is closed
If an assessment is closed, this means that you have skipped a previous assessment. Our courses are designed so that all assessments are completed in order. An assessment will become open once you have made an attempt at the previous assessment. Please go back through all the stages and ensure you haven't missed an assessment. If you are still having trouble finding the exact assessment you need to complete, contact our helpdesk on 1300etrainu. Note: The QLD OLGR Approved RSA course has three (3) assessments in Stage 5 - Refusing service to Minors, drunks and disorderly patrons. The three assessments are located on slide twelve (12), slide twenty seven (27) and at the end of the module on slide thirty one (31). These assessments must be completed in this order for the next assessment to open.
How do I pay for the course?
We accept online payments using MasterCard/ Visa Credit cards or Debit MasterCard/Visa. If you do not have access to a credit or debit card we can email you an invoice to pay via direct deposit. Email helpdesk@etrainu.com to request an invoice. Please note: we cannot give you access to the course until an invoice has been paid
How do I get my certificate?
Once you have been marked as competent by your assessor, your certificate will be emailed to the email address you have provided in the set up of your account. Make sure you check your junk email box as this is an automated email sent from our system. Your certificate will also become available for you to download from your "Training" page of your login; your certificate can be downloaded by clicking on the pdf icon/s under the "Public Certificate" heading. You will need to have Adobe Reader installed on your computer to download and view your certificate. This can be downloaded for free at http://get.adobe.com/reader/.
Do you post out a hard copy of my certificate?
No, etrainu is a web based company and therefore cannot post your certificate to you in the mail. Your original certificate will be emailed to you once you have been marked competent and will also be available to download from the "Training" page of your login; your certificate can be downloaded by clicking on the pdf icon/s under the "Public Certificate" heading. You will need to have Adobe Reader installed on your computer to download and view your certificate. This can be downloaded for free at http://get.adobe.com/reader/.
How long do I have to complete the course?
Once you have purchased your course, you will have six (6) months to complete it. If you do not complete your course within this timeframe, your course will expire and you will no longer be able to access it. If this occurs, you or your employer will be required to repurchase your course and start from the beginning.
How long will the course take?
Your course is broken into sections called 'stages' which usually take between 20 and 40 minutes each. The total time required will depend on the number of stages in the course you have purchased. We usually provide an estimate of how long most participants take to complete the course. You should take your time to ensure you understand the information which is being provided and assessed.
Do I have to do the course in one sitting?
No, your course will be broken into sections called 'stages', you can review a stage at a time and answer the questions at the end. You do not have to do the entire course all at once, however if you are in the middle of an assessment you must complete and submit it before logging out, so try to allow at least 20 to 40 minutes to complete each section and the assessment, in an environment where you know you will not be interrupted and can focus on your study. If you end a session prior to completing and submitting the assessment, you will need to repeat the stage.
How do I get a receipt?
A receipt would have been attached to the automatic email you received when you purchased the course with the subject "etrainu: You have been given access to a course." You may need to check your junk email folder as this is an automated email from our system and it may go directly in your junk email folder. If you are unable to locate this email with the attachment or purchased your course before November 2011, please contact our helpdesk on 1300etrainu or email helpesk@etrainu.com and we can manually produce your receipt for you.
Is the course completed online only, or will I have to do a practical assessment?
Some of our courses such as the Food Safety Training courses do require you to complete a practical assessment supervised in your workplace. Make sure you read the full requirements of the course before purchasing. If you have any questions about the assessment requirements for a course please contact our helpdesk on 1300etrainu or email helpdesk@etrainu.com.
Can I fail the course?
You don't "fail" a course in competency based training, you are found to be 'Not Yet Competent' and can continue to re-attempt the assessments until you pass. If you are having problems understanding aspects of the course or have Language Literacy and Numeracy barriers which are making completing the course difficult, then you should contact our helpdesk on 1300etrainu. You will be provided with feedback verbally or in writing regarding what areas you need to address to become competent.
What if I have problems with reading and writing?
etrainu provides support for participants who require assistance with Language Literacy and Numeracy. Contact our helpdesk on 1300etrainu for assistance. You are still able to complete the course online, but we will talk through how we can assist and support you in doing so.
Do I need to complete both the QLD OLGR Approved RSA and the QLD OLGR Bridging RSA?
No, you do not need to complete both courses. The QLD OLGR Approved RSA course is for participants who have not completed an RSA course with the unit of competency SITHFAB009A Provide responsible service of alcohol previously, or have completed this course previously and it has now expired. The QLD OLGR Approved Bridging RSA course is for participants who have a current RSA certificate with the unit of competency SITHFAB009A Provide responsible service of alcohol issued from another State or Territory and wish to work in Queensland. This course cannot be used as a "refresher" for people who currently hold a QLD OLGR Approved RSA.
What internet and computer requirements do I need to complete the course?
Etrainu's online Learning Management System (LMS) operates best on an ADSL internet connection, particularly where interactive multi-media or flash interactive training is being displayed. Etrainu generally does not recommend online training to be conducted on wireless internet solution, such as USB wireless modem or 3G tethering. Although some courses will be able to be accessed using these, response times may be slower. Etrainu courses are written in Flash and therefore if you don't have the latest version of Adobe Flash installed, you may have issues with courses loading and being able to view them. The latest version of Adobe Flash player can be downloaded for free from http://get.adobe.com/flashplayer/ The etrainu website works best in certain internet browsers and certain versions. These are the browsers and versions we recommend for the etrainu website and courses to work the best:
- Google Chrome - has Adobe Flash built in and updates automatically
- Mozilla Firefox version 3.5 or above
- Internet Explorer version 8.0 or above
Can I complete the course on my smart phone or tablet device?
Etrainu courses are written in Flash and most smart phones and tablet devices such as iPads do not allow the use of Adobe Flash. You will not be able to view or complete your course on a smart phone or tablet device unless the name and description of the course otherwise specifies.
My question isn't here?
For further information, refer to the Participant Handbook http://www.etrainu.com/files/ParticipantHandbook.pdf. If you still cannot find the answer to your question please call 1300etrainu or email helpdesk@etrainu.com.
