Student Support

If you need support, generally, the first person you should ask is your course advisor. They have resources available to help and know who to ask for further help, and give you advice as to your studies, your career possibilities and what you should enrol in.

Types of Support

The College provides the following support

IT Support
Personal Support
Academic Support

The College may refer students to external support options (possibly with a cost) when necessary.

IT Support

Having trouble logging in?
Canvas Guides
Canvas Troubleshooting

For other questions and inquiries, please contact the IT team via email ( or using the contact form on our website.

The following is for students completing Vocational Education and Training courses (Certificate III or Certificate IV courses)


Eastern College Australia offers a range of courses that can be delivered partly or wholly online. Eastern College Australia is committed to providing a quality learning experience for students studying online and these online service standards explain our commitment to students in key areas.


Eastern College Australia will provide the following support to students studying any aspect of their course online:


  • Will be available for queries about learning and assessment by phone, and/or email for the duration of the course/module.
  • Online chats can be organised Monday to Friday for the duration of the course/module.
  • Will reply to queries within 48 hours and assessment will usually be returned within 7 days.
  • There will be a maximum of 30 students to each trainer/assessor for each course

Administrative Support

  • Will be available for queries by phone and email between 8:30am and 4:00pm Monday to Thursday and between 8:30am and 3pm on Friday.
  • Will reply to queries within 48 hours

IT support helpdesk for technical queries

  • Will be available via phone, email  between 10:00am and 4:00pm Monday to Friday
  • Will reply to queries within 48 hours

Support services


Eastern College Australia conducts a comprehensive Pre-Training Review for all prospective students to determine whether a course is suitable and appropriate for their individual needs. As part of the Pre-Training Review, we will include assessment of your level of digital literacy, by:

  • Asking you about your digital literacy
  • Discussing your responses and making recommendations about whether the course is suitable for you, and identifying additional support where required.

Eastern College Australia uses a learning management system (LMS) for online course delivery.

The following are the minimum information technology requirements to enable optimal access to the LMS:

  • A computer built in the last five years.
  • Microsoft Windows 8 and above or Mac OS version 10 and above.
  • Internet connectivity and a web browser such as Microsoft’s Internet Explorer, Google Chrome, Mozilla Firefox or Apple’s Safari browser.
  • Word processing software or access to Google Docs or similar
  • A PDF viewer

Web-based content is available on handheld devices including mobile phones and tablets.

An introductory module and FAQs on the LMS can be found at


Eastern College Australia ensures that learning materials used in online training are up to date and are presented in a variety of formats, including:

  • Written documentation
  • Guided content
  • Graphics
  • Video
  • Audio


Eastern College Australia provides an online learning experience that is engaging and interactive. We will monitor your participation and ensure that you continue to progress through your course.

Collaborative learning opportunities will be provided in some classes so that you can interact with peers, through

  • discussion forums

Ongoing feedback will be provided as you study through:

  • interaction with trainers/assessors in informal discussion forums
  • in response to individual queries and in relation to tasks you complete

We will contact students who have not logged on within 2 weeks of the course commencement date.

Students who have not logged on within 2 weeks of the course commencement date that do not engage within 21 days of the start of the unit will be deemed to have withdrawn from the unit or course.


A number of assessments will be used for each unit of competency. The number of forms of assessment varies from unit to unit.

Forms of assessment will include:

  • knowledge questions
  • projects
  • case studies
  • demonstration of practical skills.

Where students are asked to demonstrate competency in practical skills, video technology or supervised settings will be used.


All trainers and assessors delivering online courses at Eastern College Australia are experienced in online delivery and have undertaken professional development in online delivery, which includes:

  • formal studies in online training



Administrative Support

Not Sure Who is your Course Advisor?

We know you may have forgotten this so please contact the Academic Administration team by calling the College (03 9790 9200) or emailing and ask who is your course advisor.

Not Sure What Form to Complete?

We know it can be difficult to determine what form to fill out when something happens. If you are not sure what form to fill in contact the Academic Administration team by calling the College (03 9790 9200) or emailing telling us what you are wanting to do and the team can tell you what form to fill in.

Need to know what units to complete?

The Course Check forms show you your course options and course rules. The Academic Administration team maintains course check forms to help us know you are completing your course successfully. You may request this at any time by completing the form Request for Progress Check.
If you need help in understanding the course check form contact the Academic Administration office (03 9790 9200), emailing your course advisor or the registrar at



Personal Support

Emergency Services

In case of emergency while on campus please contact a member of staff who will help.
In case of emergency evacuation please follow all directions given by staff.

First Aid

A number of staff are trained in emergency first aid and/or Mental Health First Aid,
First Aid kits are one the premises.

Health Services

The College has no onsite sickbay or health services.
The nearest doctors are:

Waverley Gardens Shopping Centre
Shop 4, Located within Nova Pharmacy
Police Rd & Jacksons Rd,
Mulgrave VIC 3170
(03) 9558 5554

Welfare and Counselling Services

Your course advisor is the first person you should contact if you need support. Other people you may contact are the College Chaplain, the Dean of Academic Administration, the Dean of Faculty or the Registrar.
Where welfare issues arise the best people to speak to are your Course Advisor or the Chaplain who will connect you with the relevant services and contact the relevant college staff.

Legal Advice

The College does not provide legal advice to students. Free legal advice may be obtained from:
Victoria Legal Aid -


Advocacy is rarely needed in the College but when required may be found through the chaplain or by including a third-party in the meetings requested by the College. This third-party may be a family member, friend, or someone else you think will help you in this situation.


The College does not have an accommodation service though we are happy to advertise on our noticeboards those looking for accommodation or able to provide accommodation.

Further details on how to advertise can be found at


Academic Support


 The first point of academic support for all students is the orientation activities that occur before classes begin.

English Language Support

The College has limited English Language Support and students are referred to the support services either by their course advisor or the academic in charge of a unit they are studying.
Students who need additional English language support may contact AMES

Levels 2-5, 280 Thomas Street
Dandenong 3175 VIC
03 9794 5065

Online Resources for Academic Support

The College provides the Online Academic Writing unit to support those starting to write in an academic setting. This is a self-paced course to help you understand what is required by the College.
The College also publishes its Style Guide to help students understand what is required for academic standards.

Academically Vulnerable Students

The College identifies each semester students whose are considered likely to fail units or their course and intervenes as appropriate. Such interventions may include discussions with a course advisor or dean, recommendations for medical or other professional help, or restrictions on enrolment in some manner to increase the student’s likelihood of success.