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eSkilled RTO Resources

RTO Resources – Frequently Asked Questions

Welcome to eSkilled’s comprehensive FAQ page. Here you’ll find detailed answers to the most common questions about our RTO training resources, SCORM files, compliance guarantees, order process, and much more. This page is designed to help RTOs and training organisations get the information they need quickly.

Free Samples & Product Information

Do you provide free samples of your RTO training resources?

Yes. We understand that RTOs want to review the quality of our materials before purchasing. Free samples are available upon request — simply fill out the form on the right-hand side of this page and our team will send you sample files promptly.

If you would like a customised quote or a personal walkthrough of our resources, contact us on 1300 884 811 or email contact@eskilled.com.au. We’re happy to show you exactly how our products work and what’s included in each package.

SCORM Files & LMS Issues

Our SCORM packages are built for compatibility with leading LMS platforms, but occasionally you may see errors.

We received an error saying “An imsmanifest.xml file was found, but it was not in the root of your zip file, please re-package your SCORM.” How do we proceed?

This error means Moodle cannot read your SCORM correctly because the imsmanifest.xml file isn’t in the root directory. Please contact our support team for step-by-step help.

I uploaded and tested the SCORM material, but Moodle isn’t reflecting the completion status.

Make sure only quiz tracking is turned on when customising a chapter (Publish > Reporting and Tracking > Tracking). Incorrect tracking settings are the most common cause of completion issues. If the problem persists, email support@eskilled.com.au for troubleshooting.

We need SCORM 1.2, but received a different version.

No problem. Our team can republish the .story files to SCORM 1.2 for you. Just email support@eskilled.com.au with your order details.

Compliance, Validation & Rectification

Are your training resources validated?

Yes. All of our RTO training resources are carefully written to meet current unit requirements under the Standards for RTOs. We use multiple validated assessment methods and incorporate benchmark answers, model responses, and mapped evidence guides. This ensures trainers can deliver assessments that are consistent, fair, and support long-term compliance. Our development team also involves Subject Matter Experts (SMEs) and independent quality consultants to verify the accuracy and relevance of every resource before release.

Do your resources guarantee compliance?

“Compliance” is ultimately judged by your auditor and may vary by interpretation. While we can’t guarantee an audit outcome, we do guarantee the quality of our training and assessment tools. If issues arise, our rectification assistance guarantee applies to resources developed under eSkilled, Compliant Learning Resources, Precision RTO Resources, TotalVET Training Resources and RTO Learning Materials.

Can you explain how your rectification assistance guarantee works?

If you encounter any audit issues with our training resources, we will provide rectification support. This guarantee applies only to complete packages (learner resource, student assessment workbook, trainer manual, assessor assessment book and PowerPoint purchased under the unlimited student licence). It does not apply to single unit purchases.

Will the assessment meet audit?

We’re confident our resources will meet audit requirements because they’ve been edited by independent quality consultants and undergo SME consultation and multiple rounds of validation. If your auditor still raises issues, our rectification assistance guarantee ensures you won’t be left unsupported.

How can I claim the audit rectification guarantee?

If you’re preparing for an official audit, simply email support@eskilled.com.au at least seven (7) days before your audit date to lodge your claim. Include your organisation’s name, purchase details, and the units/resources involved so our compliance team can prioritise your request. Early notice gives us enough time to review your materials and prepare any necessary rectifications before the audit.

What if my auditor still has issues even after rectification?

Send us a copy of your audit report detailing the remaining issues. We’ll perform further rectifications free of charge where necessary. We need at least 20 business days’ notice for rectification requests, so please send your report as soon as possible.

Accessing Your Resources

How can I access my resources if my download link expired?

Links remain active for seven (7) days after delivery. If you missed the download window, request a new link by calling 1300 884 811 or emailing support@eskilled.com.au. Our team will re-send it promptly.

Where can I get a copy of my tax invoice?

Once your purchase is confirmed, we’ll send you a secure link to download a PDF version of your invoice. This PDF acts as your official tax invoice/receipt for accounting and audit purposes. If you misplace the link or need the invoice resent, simply call 1300 884 811 or email support@eskilled.com.au and our team will send it again.

Orders, Payments & Invoices

Do I have to pay for my order in full?

Yes. Full payment must be received before we can release your digital products.

What modes of payment do you accept?

We accept credit cards (Visa, Mastercard, AMEX), EFT (bank transfers) and cheques. Credit card payments clear faster. For security reasons, we do not accept payments over the phone.

What is your standard order process?

  1. Invoice – Payment may take 1–2 business days to clear. We’ll confirm details once we’ve received it.
  2. Licence – Within 1–2 business days of payment verification, you’ll get a link to sign your digital licence agreement. Prompt return moves you higher in our delivery queue.
  3. Delivery – Orders are processed on a “first-come, first-served” basis. Standard delivery timeframe is 3–5 business days once all steps are complete. Pre-order delivery times vary based on product availability.

How soon can I get my pre-orders?

Pre-order delivery times differ by product and by qualification release date. Some resources may be ready within a few days, while others depend on industry or regulatory release schedules. To get an accurate timeframe for your order, contact our team on 1300 884 811 or email contact@eskilled.com.au with the product name and your order details. We’ll provide an estimated delivery date tailored to your pre-order.

Discounts, Promos & Refunds

Do you have promos or sales?

Yes! eSkilled runs seasonal promotions and exclusive sales throughout the year to help RTOs save on training resources. You can sign up for our email alerts or newsletter to be among the first to know about new deals, limited-time discounts, and bundle offers. Subscribing also ensures you won’t miss out on early-bird pricing for new qualification releases.

Can I get additional discounts if I order in bulk?

We’re happy to discuss bulk discounts outside of sale periods. If you’ve placed an order during a sale or promotion, no further discounts can be applied. For non-sale periods, bulk discounts are assessed on a case-by-case basis and are subject to manager approval. Call 1300 884 811 or email contact@eskilled.com.au with your order details to see if your purchase qualifies.

Do you offer refunds?

We comply with the Competition and Consumer Act 2010. Refunds are not provided for change of mind, misuse of product, known faults, or alterations made against our advice.
You are entitled to a refund if resources are unsafe, significantly different from the description, or don’t do what’s advertised and cannot be fixed easily. In such cases, we’ll repair or replace the product within a reasonable time, or provide a refund.

To request a refund, provide clear and detailed feedback about the deficiency (e.g. a validation report or specific page references). Call 1300 884 811 or email support@eskilled.com.au. See our Returns and Refunds Policy for full details.

Simulated Workplace Access

Do all of your products have access to a simulated workplace?

Not all resources include simulated business access. This feature is only available on select training resources where workplace scenarios and environments are essential to meeting unit requirements. If your chosen product includes simulated workplace access, we’ll provide login credentials when we deliver your training resources. If you’re unsure whether a particular unit or qualification has this feature, call 1300 884 811 or email support@eskilled.com.au before ordering.

Updates, Licensing & Copyright

Can I get free resource updates?

Yes, we provide free training resource updates for minor changes to qualifications or units. Major releases requiring extensive rewrites attract a small upgrade fee. Existing clients may receive discounted upgrade prices. Our rigorous instructional design and quality control process ensure you receive robust, validated training and assessment tools.

Can I remove copyright marks from the documents?

No. The copyright remains with eSkilled under all licensing models. You may modify, contextualise and customise our editable resources to suit your RTO’s needs, but you must retain:
– The “Copyright Notice” inside cover of each document
– “© eSkilled” in the footer of each page

Still Have Questions?

Call us at 1300 884 811 or email support@eskilled.com.au. Our support team is ready to assist you with any RTO training resource enquiries.

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