Support Terms

These Support Terms apply when you access or use CAQA Support. By using this website, you agree to use it lawfully, respectfully and only for its intended purpose. The information on this website is provided for general information and service-description purposes. Specific terms may also apply to purchases, subscriptions, events, courses, memberships, software, resources, consulting engagements or directory listings entered into through other CAQA Groups websites, and those separate terms continue to apply alongside these Support Terms.

Who these terms are for

CAQA Support is the help and knowledge-base website for CAQA Groups, a Career Calling International initiative. It serves users and clients of CAQA Groups brands, including registered training organisations, compliance and quality assurance staff, trainers and assessors, higher education providers, administrators of CAQA platforms, learners and business clients. Whether you are troubleshooting a platform question, looking for guidance on a CAQA service or deciding which CAQA team to contact, this website is designed to give you a clear starting point.

What this website provides

CAQA Support provides help articles, knowledge-base content, guided assistance and support pathways. Through this website you can browse self-help content, follow guided response flows, submit a support request through our contact page and be directed to the specialist CAQA Groups team best placed to resolve your matter. This website does not host billing systems, student records or client files; those remain within the relevant CAQA platform or brand that delivers your service.

Supported channels

We provide support through the following channels:

• the enquiry and request form on our contact page;
• email to info@caqa.com.au;
• telephone on 1800 266 160 or 03 8103 8000 during business hours, Monday to Friday, 9 am to 5 pm (Melbourne time); and
• chat and guided assistance features where these are made available on this website or a connected CAQA platform.

Requests sent through other channels, such as social media messages or personal email addresses, may not enter our support queue and cannot be tracked against the response priorities below.

Response priorities

Support requests are triaged when they are received and assigned a priority so that the most urgent matters are handled first:

• Critical: a CAQA platform or service you subscribe to is unavailable, or you are reporting a suspected security or privacy incident. We aim to acknowledge critical requests the same business day.
• High: a significant fault, error or blocker that prevents you completing time-sensitive work. We aim to respond within one business day.
• Standard: a general question about a product, service or help article. We aim to respond within two business days.
• General enquiry: feedback, suggestions and non-urgent matters. We aim to respond within five business days.

These timeframes are service targets rather than guarantees. Complex matters, incomplete information or requests that must be referred to a specialist team may take longer, and we will keep you informed where that is the case.

What is outside support scope

The following matters are outside the scope of the support provided through this website:

• formal consulting, audit, registration or accreditation advice, which is delivered by CAQA Consulting or the relevant specialist brand under an agreed scope of work;
• legal, financial, migration or regulatory representation of any kind;
• custom software development, integrations or configuration work beyond documented product functionality;
• faults in third-party products, networks or devices that CAQA Groups does not operate; and
• changes to contractual, billing or enrolment records, which must be requested through the CAQA brand that holds your agreement.

Where a request falls outside support scope, we will tell you and, wherever possible, point you to the correct team or engagement pathway.

Payments and refunds

No payments are taken through this website. CAQA Support does not sell products, subscriptions, event tickets or services directly, and access to the help articles and knowledge-base content on this site is free. Any paid products or services are purchased through the relevant CAQA Groups brand website under that brand’s own terms. Because no payments are made through this website, no refund or cancellation policy applies to it.

Limits of advice

Support responses and help articles are based on the information you provide and on general product and service knowledge. They are general in nature, may not reflect the full context of your account, contract, course, product or regulatory situation, and are not a substitute for tailored professional advice. Regulatory, funding, accreditation and certification outcomes are determined by the relevant authority and cannot be guaranteed by anything published on, or communicated through, this website. Please also read our Knowledge Base Disclaimer.

Acceptable conduct

Use of this website, including its chat and request features, is subject to our Acceptable Use Policy. We may decline, deprioritise or close requests that are abusive, unlawful or made in bad faith.

Changes to these terms

We may update these Support Terms from time to time to reflect changes in our channels, priorities or services. The current version is always published on this page, and continued use of the website after an update constitutes acceptance of the revised terms.

Contact

If you have a question about these Support Terms, contact us by email at info@caqa.com.au, by phone on 1800 266 160, or through our contact page. You can also write to us at 2/10 Lawn Court, Craigieburn, Victoria 3064.