Customer Service Representative Course (CSR)

How long do I have to complete my course?

Once your course is activated (usually within 1 business day of receipt of payment), you have twelve (12) weeks to complete the course. You can take the course as many times as you'd like in that 12-week period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.

What are the systems requirements for taking an online course?

You'll need a continuous Internet connection and a browser that has Flash enabled.

How can I get a copy of the standards?

In the conclusion module of the training course, you'll be able to download the standard so you can study it. (No, really study it.)

Can I retake my exam if I don't pass?

All exams come with three attempts. If you don't pass your exam on the first or second attempt, you must wait 24 hours before making your next attempt. If you use all three attempts, you can purchase further retakes for $115.50 AUD.  

Can I extend my course/exam/practice test after it expires?

Yes. You may purchase a four-week extension for your course or exam or practice exam for $60.50 AUD each.

What is included with my on-line course registration?

All course prices include the online training course and certification exam. Practice tests must be purchased separately.

What is the cancellation policy for on-line courses?

Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

Who do I contact if I need support?

If you require support you can contact HDAA, ph: 1300 130 447
or you can contact HDI directly via their Customer Care Center: 1.800.248.5667 

Public, Virtual and Onsite Course Cancellation & Transfer Policy

Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.

Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.

No shows on public and virtual courses will pay full course rates.

Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.

Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.

Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.

Attendee name changes will be accepted up to the day prior to the course start date.

In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.

In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:

To participate at a revised date specified by HDAA; or
A refund or
A credit to that amount for future HDAA training.
To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.

On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.