Frequently Asked Questions


General questions

Assessment information assessment tools such as:

  • Student assessment
  • Trainer assessment
  • Unit information guide
  • Comprehensive Mapping
  • Additional documents, as required
  • Licence agreement

    Yes, we do provide these resources at an additional cost. These resources contain:

    • Learning material to support training
    • Pre-assessment tool
    • PowerPoint presentation
    • Session plans
    • Classroom activities
    • Licence agreement

      Yes, we can confirm our resources are the most up-to-date as we regularly monitor training package updates. This means we are first to market with RTO training materials and assessment tools that support changes to a unit of competency.

      Yes, you can customise them to meet the needs of your learner cohort and delivery mode. The training resources are provided in Microsoft Office files. All our resources are provided as unlocked copies.

      Yes, you can pre-order the resources.

      Simply visit the pre-order collection on our store and place the order.

      Please note that pre-order individual units will be delivered three months after your payment has been received and pre-order qualifications will be delivered up to six months after your payment has been received.

      Please contact us if you are unable to find the resources you are looking for. We are happy to provide you with timelines and quotes.

      No. The self-study guide contains references and links for students to read additional information related to their units of competency or course and as additional support to the learner guide.

      We provide a comprehensive learner guide as a separate document.


      Training and assessment resources

      Please let us know if you'd like to receive a free sample of our training resources! To request samples, please fill out the sample request form on our home page,https://caqapublications.com/pages/free-sample-download

      We are happy to provide more information about any particular training resource you are interested in. As well as providing customised quotes, we can walk you through our training materials on a one-to-one basis.

      Yes, you are free to add your own branding to the resources. If you want CAQA to do this for you

      It will be at an additional cost. Please contact us for more information.

      Yes. In the case of learners subject to specific legislation or industry-specific information, you will have to adapt the training and assessment resources, but the materials are provided in an easy-to-edit format and are flexible enough to be adapted to the needs of your RTO and learners.

      The materials we offer are written by experts who have worked in the related industries.

      With the use of a wide range of appropriate assessment methods and benchmark answers, our resources are written to meet the unit requirements.

      For consistent assessment judgements and long-term compliance, your trainers have a clear standard to assess against. We provide incredibly detailed benchmarking answers, mapping of each task in the assessor guide and assessment mapping tool to simplify validation and audit compliance.

      Yes, please contact us at info@caqa.com.au for more information.

      Changes can be made to your ordered items before they are delivered. It is not possible to amend your order after the products have been delivered.

      Certainly, you can contextualise the RTO resources as required. Please refer to the license agreement for more detailed information on contextualisation requirements.

      The meaning of "compliance" varies depending on the interpretations, expectations, and opinions of each auditor that we have experienced when auditing RTOs.

      Providing compliance guarantees is impossible for us. In terms of quality, we can control what goes into our training resources. Whenever there is an issue with our assessment tools, we offer rectification assistance.

      Our license agreements provide more information about this guarantee.

      As part of our development process, we follow industry best practices and perform several quality assurance steps (such as multiple rounds of validation and Subject Matter Expert consultation) to ensure that the resource is of the highest quality possible. Based on personal and client feedback, we have continually refined our assessment processes over the past decade. In addition, our materials are extensively mapped to the requirements of the units.

      You can contact us if you encounter any issues with our training or assessment materials during an official regulatory audit. Should a regulatory body identify any non-compliance in our resources, you will receive this guarantee free of charge.

      Our resources have been edited by independent quality consultants. As far as audit requirements are concerned, we are confident that they will be met. In spite of this, each auditor has a different interpretation of the standard for RTOs. Any issues you encounter with our resources can be rectified through our rectification assistance guarantee.

      At least seven (7) days before an audit, you can request rectification by emailing info@caqa.com.au.

      Please contact us via info@caqa.com.au if you are having trouble with our assessment tools or learner resources at audit.

      Our assessment tool will be corrected free of charge if you send us a copy of your audit report. For this rectification, we need a minimum of fifteen (15) business days' notice.

      To ensure we have enough time to complete your rectification, please send us your audit report as soon as possible if you have a deadline to meet.

      Due to security reasons, we usually provide clients with links that can be accessed for a maximum of 7 days only. Please request a new link if you were not able to download all the materials within the given timeframe. We can be reached at info@caqa.com.au .

      For this service, an additional fee will apply for this work. Please contact us for more information.

      Yes, of course. Our resources are available in .doc and .ppt formats so that you can upload them to your Learning Management System. We also offer SCORM-compliant files as well, please contact us for more information.


      Audit guarantee

      Yes. All our resources include audit assistance. For more information, please visit our quality assurance page.

      The price of these training materials includes a rectification assistance guarantee that applies only if training and assessment materials supplied in the form provided by CAQA Resources fail to comply with any regulatory requirements, you may reach out for rectification assistance for no charge.

      This rectification assistance only applies to audits conducted by an official registered body such as ASQA.

      Additional rectification assistance fees apply to training and assessment resources which have been found non-compliant after the original form has been modified.

      You must submit the audit report to [brand] as proof that the resources were found non-compliant. We will not be able to assist you without the official audit report. Submit the required documents as soon as possible to give us sufficient time to complete the rectifications.

      A minimum of 15 business days’ notice is required to resource and complete updates to assessment tools.

      If you receive a non-compliant outcome for a product that we have provided, please contact us as soon as possible and provide us with a copy of the audit feedback. If the issue arises from our resources in the form that we supplied them to you, we will assist you to overcome the objection, including helping you to explain how the resources do comply with regulatory requirements, or making necessary rectifications to the resources. If the issue arises from changes that you have made to the resources, any action will not be included in the price of the product, but, if you wish, we can help you at our usual rates.



      CAQA Resources is committed to continuous improvement, so feel free to email us at info@caqa.com.au if you have any feedback related to the training product.

      We appreciate your feedback regarding our training product. In order to incorporate your feedback into our assessment and training writing practices and policies, we will investigate how we can do so. In most cases, you will receive a response within two to three days of sending your email. We will let you know if we need more time.

      No. If the feedback does not fit into compliance requirements or best industry practices categories.


      Order and payment

      Before an order can be sent to you, it must be paid in full.

      You can pay by credit card, EFT (Electronic Funds Transfer), or check. We also have an online store where you can place an order directly.

      Visa, Mastercard, and AMEX are accepted as credit cards. It is recommended that bank transfers be used for EFT.

      As compared to bank transfers, credit card payments usually reflect faster in our accounts.

      For security reasons, we cannot accept phone payments.

      Here is how your journey will unfold after you have completed your purchase with us:


      A receipt of payment may take up to 1-2 business days after funds clear to our account and finance confirms receipt. A license agreement will be sent to you for signature once payment has been confirmed.


      After we have confirmed that your payment has been received, we will send you an invitation via link to sign any digital licence agreements that you have purchased within the next two to three business days. Before we proceed with the delivery of the product(s), we need to verify that you have become familiar with and accept all of our terms and conditions. With the exception of pre-orders, the sooner we receive your signature on the digital licence agreement(s), the sooner we will be able to deliver your resources to you. This will move you higher up in our delivery queue.


      We adhere to the principle of "first come, first served" when processing orders. Our typical turnaround time ranges from three to five business days, but this can vary depending on the number of orders we receive. Following successful completion of payment and licencing procedures, as well as receipt of all necessary information, orders are added to the queue for delivery. It is possible that your order will take significantly more time to be processed and delivered if these steps are delayed. When it comes to the delivery of pre-ordered items, this will be determined by the approximate timeline of availability for various resources.

      In this case, it depends on the estimated time of availability. Contact us at info@caqa.com.au to find out more.



      Bulk discounts may qualify for additional discounts. Please contact us at info@caqa.com.au for more information.

      Throughout the year, we offer seasonal sales and promos. We will notify you when we have a sale, so you'll never miss out.

      Yes, you can request us for a multi-licence discounted price. Contact us at info@caqa.com.au.



      Upon purchase of any assessment and learning product at CAQA, a copy of the tax invoice is automatically generated and emailed to you. For more information, contact us at info@caqa.com.au.


      Returns and Refunds

      The answer is yes. You can find it at https://caqapublications.com/pages/returns-and-refunds-policy.

      We are unable to offer refunds or exchanges on physical or digital products if you change your mind. The following are not eligible for refunds under the Competition and Consumer Act 2010:

      • Change of mind.
      • A product was misused.
      • Made aware of the faults of the product beforehand.
      • Contrary to CAQA's advice, the materials were altered or changed.

      In the following situations, you are entitled to a refund:

        • When the resources to be used are unsafe.
        • Different from the description in a significant way.
        • The product does not live up to its claims.
        • There is no easy way to fix what you asked for.

      We will repair the item within a reasonable amount of time. The option of a replacement or refund is also available to you.

      It is unlikely that we will offer partial refunds in most cases. Please e-mail info@caqa.com.au if you would like more information.


      Superseded training products

      Yes, of course! With minor changes to a new qualification or unit release, we offer free training resource updates. The quality and compliance updates we provide will take into account auditor feedback, legislative and regulatory changes, as well as industry practices. The unit will be upgraded free of charge if there have been fewer than 4-5 changes between the superseded version and the current version.

      In the case of extensive or major release updates, we do not offer free updates. In order to cover the cost of rewriting, we charge an upgrade fee. Upgrade prices are sometimes discounted for existing clients. If a unit has had more than 4-5 changes between the superseded version and the current version, this will attract an upgrade fee for current clients.

      In addition to providing you with high-quality training and assessment resources, we have a rigorous instructional design and quality control process.


      Materials supplied are on a “one-off” upfront payment model. Once you purchase the training resources, you won’t have to pay other ongoing fees.

      The licence agreement is unrestricted. Once purchased, you’re allowed to continually reproduce, edit, and use the material on an ongoing basis, within the RTO that has purchased the resources.

      Training and assessment materials are editable so your RTO can modify, amend, and adapt these resources as you see fit.

      You may upload your training and assessment materials on your own Learning Management System (LMS) or send them out to students in any secure method.

      You’re free to print your training materials for distribution to your students.

      CAQA Resources retains all intellectual property and related materials that are developed or produced. The title, copyright, intellectual property rights, and distribution rights of the CAQA Resources training and assessment materials will remain with the resource developer.

      These training and assessment resources were created for the use of education and/ or training provider/personnel.

      CAQA Resources does not provide the right to resell or use these resources for other organisations or personnel.

      RTOs are expected to customise the documents and adapt the materials to suit business requirements and assessment models.

      The RTO is responsible for ensuring that the training materials are contextualised and aligned with their Training and Assessment Strategy and other compliance documents.

      The RTO is responsible for making sure their unit selection meets qualification or skillset packaging rules

      Please read the clauses outlined in our End User Licence Agreement.

      A few things to remember:

      • Copyright notice in all resourcess must be retained. Resources must only be shared within your organisation to staff that require them.
      • Resources cannot be shared with any other entities, in editable formats. For the purpose of validation, files can only be shared in non-editable formats.
      • The End User Licence Agreement is for Licencee’s RTO business only. Resources must only be used within this RTO and any other use of our resources is strictly forbidden.
      • If you want to use the materials for a different company or RTO, you will need to purchase an additional licence. By getting in touch with us, you can receive a discount on multiple licences

      Contact Us Today!
      If you’d like more information, or to request a Quick Quote please use the "Contact Form" below and one of our consultants will get back to you within one business day.
      Alternatively, you are welcome to contact us directly on

      1800 266 160

      2/10 Lawn Court, Craigieburn, VIC 3064

      We look forward to hearing from you and answering any questions you may have.