Frequently Asked Questions

Answer all of your questions

Course information

What support is available?

We are here to help you have the best learning experience.

Once you are enrolled, you will be assigned your own course advisor.

You will be able to contact them via telephone or email during the Centre’s business hours.

There is also support available from the course’s tutor/assessor. You can call them anytime during the Centre’s business hours or via e-mail.

There is also additional support methods via email:

For bookings support: bookings@o99.co.uk

For assessments inquiries: assessments@o99.co.uk

For technical support/complaints: support@o99.co.uk

For general questions: info@o99.co.uk

 

How quickly will I receive my course materials?

Once payment is confirmed, we will process your order and the course documentation and materials will be available straight away in your profile.

What qualification will I receive at the end of the course?

On successful completion of your course, you will need to meet the assessment criteria. Every course has a different assessment criteria by the Regulatory Body which accredited us to deliver the course/qualification.

For the Level one-two qualifications you will have to pass a multiple choice questions exam. For level 3+ courses/qualifications you will have certain assessment criteria which can be met by different assessments methods. All the assessment information are available in the course description for each qualification.

You will be awarded an official qualification from the relevant awarding body, which holds the same value as those achieved in a traditional college or university.

What do exam cost?

All of our courses/qualifications have the exam cost included in the course price.

How will I prepare for my exam?

We offer interactive quizzes after each module and a mock exam at the end of your course to ensure you’re fully prepared for your final certification exam.

However, for some of the qualifications you can use the course materials to help you in giving the appropriate answer to the assignments. We will also include in the course materials a list with useful links and books.

How long will I be able to access my course?

All learners will have access to all course materials for a duration of 12 months. Course extensions are available on request at an additional cost.

How is the training delivered?

All our training courses are delivered online (blending learning) via our platform. You’ll have the flexibility to study anytime, anywhere and on any device.

Site Safety Plus courses are delivered via classroom teaching, but don`t be sad! All of the materials will be available for you on your account.

All courses are arranged in a modular fashion with easy navigation tools allowing you to control the pace of your training.You can pause, rewind or fast forward your tutorials, take study notes and more.

Can I try the course before I buy?

We understand buying a course is a big commitment, but we can`t offer a trial course for all of our courses.

If you are not happy with the course, you can discuss with a member of our team and we can negotiate a refund if the chosen course is not suitable for your needs.

For further information please e-mail our Accounts Team at accounts@o99.co.uk.

Should I be British to enrol in your course?

All of our courses are available to overseas students. In fact, we have students from all over the world, so there are no borders when it comes to learning with us.

Learner's zone

Who is responsible with Safeguarding?

Ground rules (applicable for training rooms)

Building plan

Which facilities I have in your training room?

How can I contact you?

How can I buy another course if I already have an account?

Appeals and Complaints Policy

Scope of the policy

This policy is provided for o99 Training Academy customers, including learners and staff members who are using or delivering courses, qualifications and activities that o99 Training Academy offer.

o99 Training Academy is committed to offering a high standard of service to all customers, including learners. We aim to provide a service that is:

  • consultative and responsive;
  • open and informative;
  • prompt and efficient;
  • streamlined and manageable;

No-one who was involved in the actions or behaviours complained against will be involved in determining the outcome of the complaint. If you have a comment about the quality of service, you have received from us we welcome your feedback and see this as an opportunity to improve our service.

Location of the policy

This policy is available for all staff members, customers and learners to access.

Policy Statement

All learners have the right to challenge the outcomes of their assessment decisions, if they consider the assessment has not been carried out properly. Learners might appeal on a variety of issues.

These issues may include the following:

  • Conduct of the assessment
  • Adequacy of the range, nature and comprehensiveness of the evidence when set against the national standards and evidence requirements
  • The opportunities offered in order to demonstrate competence of attainment
  • Access to assessment
  • Process of assessment
  • Access to Internal Verification
  • The handling of an appeal
  • Administrative issues e.g. failure to register/apply for certification

Statement of Principle

This policy is in place to enable o99 Training Academy learners to enquire, question or appeal against an assessment decision or any other issues found by the customers, learners and staff members regarding o99 Training Centre activities. o99 Training Academy will aim to reach an agreement with a learner at the earliest opportunity, regarding any appeals that are made.

o99 Training Academy will ensure that:

  • Internal assessments are conducted by members of o99 Training Academy staff who have appropriate knowledge, understanding and skills in this area.
  • Assessment evidence provided by learners is produced and authenticated according to the requirements of the Awarding Organisations who accredited o99 Training Academy to deliver the course/qualification for the subject concerne
  • The consistency of internal assessment will be maintained by internal verification and standardisation.

Any o99 Training Academy staff member undertaking an appeal investigation must be independent from any assessment decisions made as part of a learner’s qualification.

If the learner is not satisfied with the appeal decision made at centre level, the learner can instruct the centre to contact the Awarding Organisation in order to escalate the appeal. The Awarding Organisations who accredited us to deliver the courses/qualifications will investigate any appeals made in line with their Appeals Policy.

All documents relating to an appeal must be saved and stored securely in the centre.

Awarding Organisations must be given access to any information or documents regarding any appeals, when requested.

If you have a complaint which concerns an issue within the control of a training centre, you should complain to the Training Centre Manager in the first instance. When making a complaint, please give us the following information if you have it:

  • what the complaint is about;
  • your full name and learner if not you
  • the course name;
  • trainers name;
  • copies of any relevant supporting documents.

We promise to:

  • acknowledge receipt of your complaint within five working days of receiving it;
  • give you a full response within 30 working days. If this is not possible, we will let you know after 15 working days.

By email: support@o99.co.uk

If you are dissatisfied with a decision made by o99 Training Academy, in relation to complaint you must follow the Appeals procedure stated below.

Appeal relating to your complaint

If you wish to appeal to o99 Training Academy, you should notify the Managing Director in writing within two weeks of the alleged incident. You will be sent an acknowledgement letter within ten working days and we will investigate the complaint and communicate findings to you in writing. Wherever possible, this will be completed within one month of the date the appeal was received. If the matter is not resolved we may undertake further investigations, including where necessary arranging for an independent review of the case.

By email: support@o99.co.uk

Complaints Procedure

Stage 1

If a complaint is unable to be resolved informally, the complainant should write/email their complaint to a relevant o99 Training Academy staff member, so that they have a chance to put things right. In the letter/email, it should set out the details of the complainant’s complaint, the consequences for them as a result, and the remedy they are seeking.

Complaints will be acknowledged by o99 Training Academy relevant staff within 2 working days of receipt of a complaints.

Complaints will be investigated by relevant o99 Training Academy staff members. As part of the investigation regarding a complaint, a o99 Training Academy staff member may undertake interviews with the relevant people involved.

A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).

Stage 2

If a complainant is not satisfied with the initial response to a complaint, they can write to o99 Training Academy Centre Manager and ask for their complaint and the response from o99 Training Academy to be reviewed.

o99 Training Academy Centre Manager will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.

o99 Training Academy aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If a complainant is not satisfied with the subsequent reply from o99 Training Academy Centre Manager, then they have the option to contact the Awarding Organisation who accredited o99 Training Academy to deliver their course/qualification with regards to their complaint. They will undertake an investigation into any complaints received, in line with their Complaints Policy.

All documents relating to a complaint must be saved and stored securely in the centre.

Monitoring and review of the policy

We will annually review the working of this policy. o99 Training Academy will review the policy annually and revise it as and when required in response to customer and stakeholder feedback, changes in practices, actions required by the Awarding Organisations or changes in legislation. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.

Malpractice, Mal-administration and Counter-fraud Policy

Scope of the policy

This policy aims to protect the integrity, reliability and reputation of o99 Training Academy and relates to administration/ delivery staff, candidates and learner. This policy sets out the process for reporting and any investigation. The purpose of this policy is to set out the steps our learners or other personnel follow when reporting suspected or actual cases of malpractice and our responsibilities in dealing with such cases. It is also in place to review those processes which led to the suspected or actual case of malpractice and to support you in any investigations. We will act upon any reports of suspected or actual cases of malpractice we receive about your activities, your personnel or your learners which may affect the integrity of the training programme(s) and quality assurance systems. The policy in displayed at our training centre and all learners will be aware of this part of their induction to the training centre.

Communication of the policy

It is important that both personnel involved in the management, assessment and quality assurance of our programmes and learners studying our programmes are fully aware of the contents of the policy.

Malpractice is a deliberate or reckless act of an individual or business to dishonestly claim certificates for delegates or to obtain such achievements through fraud or deception, Furthermore, malpractice is an act that does not comply with the requirements of the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications and brings the authenticity, reliability and integrity of a Awarding Organisation training qualification into question. Please note that these examples are not exhaustive and are guidance on our definition of malpractice:

  • Forgery of evidence
  • Discriminatory, bullying or harassing behaviour
  • Unprofessional conduct
  • Breach of confidentiality of learners or organisation
  • Failure to meet the awarding body or regulator’s requirements
  • Falsifying assessment records

Anybody identifying cases of malpractice should report them to our training centre manager. We will investigate all cases of malpractice in liaison with the parties concerned. If an investigation finds evidence of maladministration, we will have to take the necessary steps to ensure that the learners’ interests are protected as far as is reasonably possible. If the investigation reveals that certification is inappropriate we will have to take the necessary steps to revoke the certification in order to protect the health and safety of the public. Following contact by telephone, o99 Training Academy should submit your own report accompanied by supporting evidence. Reports must include:

  • The learner’s name
  • o99 Training Academy personnel’s details (name, job role) if they are involved in the case
  • The title of the o99 Training Academy programme affected, or nature of the service affected
  • The date(s) suspected or actual malpractice occurred
  • The full nature of the suspected or actual malpractice

Email (support@o99.co.uk) your completed form or report to our Centre Support Team as soon as possible.

We promise to:

  • acknowledge receipt of your complaint within five working days of receiving it;
  • We will arrange for appropriate o99 Training Academy personnel to review the report and commence the investigation
  • We will aim to action and resolve all investigations within 30 working days of receipt of the report. If this is not possible, we will let you know after 15 working days.
  • We will advise you of the outcome of our investigation within 2 working days of making our decision

When we receive the report, we will allocate senior personnel to review the report and supporting evidence and carry out the investigation. All cases of alleged and proven malpractice will be reported to the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications.

If the investigation confirms that learner malpractice has taken place, we may have no alternative but to impose one or more of the following sanctions on the candidate. Please note that this list is not exhaustive:

  • Disallowing all or part of the candidate’s assessment evidence
  • Not issuing the candidate’s certificate(s)
  • Not accepting any further registrations for the candidate
  • Disqualification from the programme

In cases of malpractice by learners, we will make the learners aware that their final results may be void if the case is proven and any certificates which have already been issued may be deemed to be invalid and will need to be returned to the awarding body.

Review of the policy

We will review the policy annually and revise it as and when required in response to changes in our practices, actions required by the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications or changes in legislation. All paperwork will be stored and accessible for a period of three years.

Reasonable Adjustments and Special Considerations Policy

Scope of the policy

This policy is provided for o99 Training Academy customers, including learners and staff members who are using or delivering the qualifications, courses or activities o99 Training Academy offer.

We are committed to enabling all our learners to have their work assessed in a fair and equitable way. This policy describes the procedures which candidates and tutors should follow when extenuating circumstances may unfairly disadvantage people in completing their course and/or may require some special arrangements or adaptations to be made.

Location of the policy

This policy is available for all staff members, third parties and learners to access.

Communication of the policy

It is important that staff involved in the management, delivery, assessment and quality assurance of the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.

Policy Statement

This policy provided for o99 Training Academy centre staff and learners to ensure they deal with all reasonable adjustment and special consideration requests in a consistent manner.

Statement of Principles

o99 Training Academy is committed to complying with all current and relevant legislation in relation to the development and delivery of qualifications. We are committed to ensuring that all learners have fair and equal access to assessment where possible and practicable.

A reasonable adjustment may be required where a learner has a permanent disability or specific learning needs.

A special consideration may be required where a learner has a temporary disability, medical condition or learning needs or is indisposed at the time of the assessment.

Definition of Reasonable Adjustments

A reasonable adjustment is any action that helps to reduce the effect of a disability or difficulty that places the learner at a substantial disadvantage during an assessment.

 

Reasonable adjustments may involve:

  • changing usual assessment arrangements, for example allowing a learner extra time to complete the assessment activity
  • adapting assessment materials, such as providing materials in Braille
  • providing assistance during assessment, such as a sign language interpreter or a reader
  • re-organising the assessment room, such as removing visual stimuli for an autistic learner
  • providing and allowing different coloured transparencies.

Reasonable adjustments are approved or set in place by o99 Training Academy and the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications before the assessment activity takes place; they constitute an arrangement to give the learner access to the assessment.

Requesting Reasonable Adjustments

Learners must make relevant o99 Training Academy staff members aware of any reasonable adjustments they require. o99 Training Academy staff members are responsible for applying to the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications for reasonable adjustment request (when appropriate). All requests must be made following the Awarding Organisations`, 7 days in advance of an assessment being undertaken.

Definition of Special Considerations

Special consideration can be applied after an assessment, if there was a reason the learner may have been disadvantaged during the assessment. Any requests to the Awarding Organisation for Special Considerations, must be made by a relevant o99 Training Academy staff member within 5 days of the assessment taking place.

For example, special consideration could apply to a learner who had temporarily experienced:

  • an illness or injury
  • some other event outside of their control

Special consideration, if successful, may result in a small post-assessment adjustment to the mark of the learner.  The size of the adjustment will depend on the circumstances and reflect the difficulty faced by the learner.

All documents relating to reasonable adjustments and special considerations must be saved and stored securely in the centre.

Review of the policy

o99 Training Academy will review the policy annually and revise it as and when required in response to customer and stakeholder feedback, changes in practices, actions required by the Awarding Organisations who accredited o99 Training Academy to deliver their courses/qualifications or changes in legislation. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.

Bookings

Which course should I study?

Our experienced course advisors will support you to tailor a study package for your own specific needs. They are extremely knowledgeable and are able to advise which certifications are in demand and which courses will best suit your needs.

Also, they will take in consideration your actual level and qualifications.

How my panel will look like after payment?

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Can I enrol in more than one course?

Yes! You can enrol in as many courses/qualification as you want.

What are the available payment methods?

We are trying to offer you the best customer service as possible and we have three different methods of payment suitable for your needs.

You can pay:

  • BACS (bank transfer)
  • Credit/Debit card (through Stripe)
  • Offline payment (cash)

What is your refund policy?

We will refund you according to our Terms and Conditions.

We can refund you straight away just if we cancel the course.

For any other refund enquiries please e-mail us at accounts@o99.co.uk

 

Can I book for more than one person?

Yes, you can buy as many courses as you like.

After buying more than one course, we will create separate accounts for each person in the next 24 hours (working days).

Have you got Corporate offers?

Please access our Corporate Offers page to see more details.

We are here to make it worth it!

Can I book a classroom course in my premises?

All of the CPD courses can be delivered at your place with additional costs.

Also, all NVQs will be assessed at your workplace.

How can I have a coupon?

o99 Portal

What is o99 Portal?

Who have access to o99 Portal?

How can I change my password?

What is the difference between your e-learning platform and o99 Portal?

Why I didn't receive the credentials to login into the portal?

Technical support with the portal

What are the accepted extensions for uploaded documents?

When my portal account will expire?

How can I use the portal as a mobile app?

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