Student Support Services

National Skills & Trade College is committed to providing a safe, welcoming, and supportive environment for all students. NST offers comprehensive support services to help students manage academic, personal, cultural, and wellbeing challenges throughout their studies. These services align with Standards 2.4 and 2.6 of the Standards for RTOs 2025.

All staff are available to provide general advice and support on matters including studying, assessment, accommodation, English language difficulties, and counselling. Students requiring special or intensive support may contact the Student Support Officer, who can refer them to external support services where required. NST provides these services at no additional cost; however, students are responsible for any fees charged by external service providers.

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1. Student Support Officer has been appointed to be the point of contact for students who require support. Student Support Officer will have up-to-date details of the NST support services. All administration and academic staff will provide student support in their respective areas to assist the student.

Student Support Officer

Email: info@nstcollege.com.au

Contact: +61 430 036 020

All students who require support can contact NST Student Support Officer through email, phone or on campus. Student support services will be always available for students.

NST has sufficient student support personnel to meet the needs of the overseas students enrolled with CAN United Pty Ltd. NST will maintain one Student Support Officer for every 80 students (1:80 ratios) to ensure sufficient support is available for students. Every member of NST Staff will execute the procedural aspects of the Support policy with specific matters dealt by specialised personnel.

Students can fill up a “Student Support Request Form” to mention the support they require in detail. This form is available on website www.nstcollege.com.au and is also available on campus. Student Support Officer or representative will record the details in student support register and will make sure that student is satisfied with the support requested by him or her.

NSTwill maintain evidence of the support provided to the students in file. This includes maintaining and keeping record of:

a) Student Support Request form: NST offers face-to-face and/or telephonic support to identify and address a range of needs a student might have, including counselling, LLND support, relationship issues, stress management, and coping strategies. The student support request form is available from NST reception or website www.nstcollege.com.au. Meetings will be conducted regularly with the students to check if students are receiving enough support to meet their requirements. NST understands the difficulty that students may have to face when they are away from their home. Therefore, NST ensures to provide support to students whenever they are in need at no additional cost to the students. Students may have to bear the cost associated with external services.

b) Academic Support-Intervention Strategy Form: Students whose attendance is unsatisfactory (i.e., below 80%) or if student is at risk of achieving unsatisfactory course progress (not demonstrating competency in at least 50% of the units in the given study period) will be called for Intervention meeting. During this meeting, tailored support and intervention strategies will be discussed and implemented to assist the student in meeting learning outcomes. For more details, refer to the Attendance and Course Progress Policy available at www.nstcollege.com.au or at the reception.

The support staff and initial contact person on campus are:

Table 1: Support staff and initial contact person on campus

2. Orientation Sessions

Many students find life in Australia quite different from life in their home country, so NSTorganises an orientation day to help students become familiar with Australian culture and customs and to introduce students to the institute and its services. All students will go through an orientation program on the day of enrolment at CAN United Pty Ltd

NST conducts an age and culturally sensitive orientation programme delivered by an official point of contact personal i.e., Student Support Officer or representative. This orientation program provides information on being safe on campus and around campus.

This orientation program will include information regarding:

Support services are available to assist overseas students to adjust to study and life in Australia.
Being safe on campus and around campus
English language and study assistance programs
Language Literacy, Numeracy and Digital Literacy (LLND) support
Any relevant legal services
Emergency and health services
NST facilities and resources
Complaints and appeals processes.
Information on visa conditions relating to course progress and attendance requirements.
The support services available to assist students with general or personal circumstances that are adversely affecting their education in Australia.
Services that students can access for information on their employment rights and conditions, and how to resolve workplace issues, such as through the Fair Work Ombudsman.

Orientation sessions are a great way of meeting other students.

Please refer to NST Support and Welfare Policy for more details available on NST website www.nstcollege.com.au.

3. Arrival Assistance

NST can provide arrival assistance to students by informing and guiding them about the arrival assistance provided at Melbourne Airport. There is a Student’s Welcome Desk available at Melbourne airport run by the government. It is open at key student arrival times and offers information, advice and a Welcome Pack when you arrive. Visit https://www.studymelbourne.vic.gov.au/for more information.

NST provides airport pick up on pre-arranged basis. Students are required to fill the Airport Pick up form available on NST website or students can email their request for Airport pick up at www.nstcollege.com.au. Students are requested to contact NSTat +61 430 036 020 in advance, preferably, within 5 working days to avoid any inconvenience.

Airport pick up fees: AUD $200

There is also a help desk available at the airport for international student to assist students in finding suitable airport pick up services e.g., UBER, Sky Bus, and taxi services.

4. Accommodation Assistance

NST does not have its own accommodation facilities. However, accommodation assistance will be provided to students upon request. Providing accommodation advice is free of cost. However, students will have to pay fees for the accommodation booked on behalf of them. Four weeks of notice prior to arrival is required.

5. Academic Support and Course Progress

NST monitors student course progress and attendance to ensure compliance with training and visa requirements.

Students experiencing academic difficulties, assessment-related stress, or attendance concerns are encouraged to seek assistance from the Student Support Officer.

Academic support services include:
One-on-one academic assistance and mentoring
Supplementary tutorials and learning support
Study skills and time management support
Assistance with assessment preparation
Support for Language, Literacy, Numeracy and Digital (LLND) needs
Intervention strategies for students at risk of unsatisfactory progress.

Students are advised during orientation of their visa conditions relating to course progress and attendance.

For more details, see the Language, Literacy, Numeracy and Digital (LLND) Assessment and Academic Course Progress section of this Handbook.

6. Disability Support and Reasonable Adjustments

NST is committed to providing an inclusive, equitable, and supportive learning environment that ensures equal access for all students, including those with disability, medical conditions, learning difficulties, or other identified support needs.

In accordance with the Standards for RTOs 2025, the Disability Discrimination Act 1992, the Disability Standards for Education 2005, and relevant anti-discrimination legislation, NST ensures that all learners are given the same opportunities to participate, learn, and succeed without compromising the integrity of unit or qualification outcomes.

NST will not:

Refuse admission on the basis of disability
Offer less favourable enrolment conditions
Restrict participation in training or related activities, including access to facilities, resources, or learning opportunities

Definition of Reasonable Adjustment

Reasonable adjustment refers to measures taken to enable students with disability or additional support needs to participate in education and training on the same basis as other students.

To be considered reasonable, adjustments must:

Be appropriate to the individual student’s needs
Not impose unjustifiable hardship on the organisation
Comply with training package requirements and regulatory standards

Adjustments will not:

Provide an unfair advantage
Reduce or alter competency standards
Compromise licensing, regulatory, safety, or qualification requirements

Where a requested adjustment would compromise the integrity of a unit or qualification, NST will explain the reasons clearly, document the decision, and explore alternative support options with the student.

Identification of Support Needs

Support needs may be identified through:

Student disclosure at enrolment, orientation, or during the course
Language, Literacy, Numeracy and Digital Literacy (LLND) assessment
Trainer or assessor observations

Students are encouraged to disclose any disability, health condition, or learning need as early as possible to allow timely and appropriate support.

Types of Reasonable Adjustments

Reasonable adjustments may include, but are not limited to:

Modified learning materials (e.g., large print, audio, easy-read, visual formats)
Assistive and adaptive technologies (e.g., screen readers, text-to-speech software, adaptive keyboards)

Alternative assessment methods (e.g., verbal responses instead of written)
Extended assessment time, additional breaks, or flexible scheduling
Adjustments to delivery methods or learning support
Simplified task instructions or visual work guides
Physical adjustments to the learning environment (e.g., accessible seating or equipment)

Adjustments are developed in consultation with the student and relevant staff, documented in the student file, and reviewed regularly to ensure effectiveness throughout enrolment.

Confidentiality and Privacy

All information disclosed regarding disability, medical conditions, or support needs is:

Treated confidentially
Managed in accordance with NST’s Privacy Policy
Used solely for the purpose of implementing appropriate support strategies

Students may speak confidentially with the Student Support Officer at any time to discuss support needs.

7. Wellbeing Support

NST promotes student wellbeing and provides support for:

Mental health and emotional wellbeing
Stress, anxiety, and personal difficulties
Work–life–study balance
Bullying, harassment, or discrimination
Adjustment to new learning or cultural environments
Access to in-house wellbeing support
Referrals to external counselling and community-based support services when required

All personal information shared regarding wellbeing or support needs is treated confidentially.

8. Welfare and Support Services

NST provides access or referral to the following services:

Legal Services – Referral to Legal Aid Victoria or a legal practitioner (external legal fees are the student’s responsibility).
Accommodation Advice – Free advice; external provider fees payable by student.
Emergency and Health Services – Students are informed at orientation about accessing emergency services. In emergencies, students must call 000 and notify NST as soon as practicable.
Facilities and Resources – Orientation includes a campus tour and explanation of available resources.
Complaints and Appeals – Policies and procedures are available on the NST website and at reception.

Where necessary, students may be referred to specialist external services on a case-by-case basis.

9. Cultural Safety and Inclusion

NST is committed to providing a safe, inclusive, and respectful learning environment where every individual feels valued, heard, and supported. Discrimination, bullying, and harassment of any kind are not tolerated.

NST recognises and respects the unique cultures, histories, and contributions of Aboriginal and Torres Strait Islander peoples and is dedicated to creating a culturally safe and inclusive space for First Nations students by:

Promoting cultural awareness and respect across the campus
Ensuring learning and assessment practices are inclusive and culturally sensitive
Providing tailored support and guidance that meets the needs of Aboriginal and Torres Strait Islander learners

Our trainers and staff receive ongoing training in inclusive practices, unconscious bias, and cultural awareness to better support all learners.

All NST trainers, assessors, and student support staff are:

Trained to recognise signs of distress or disengagement
Equipped to offer initial support and guide students to appropriate services
Supported through internal protocols to ensure consistent application of NST’s wellbeing strategies

NST continuously review and enhances its wellbeing support strategies by regularly collecting and analysing student feedback on the support services provided.

Additional wellbeing supports include:

Financial and Social Wellbeing: Referral to appropriate financial support services and relevant agencies for students experiencing cost-of-living pressures or personal financial difficulties.
Safety and Crisis Support: Confidential connection to specialist services for students experiencing abuse, harassment, domestic or family violence, with appropriate internal support and referrals.

10. Student Counselling

Stress, financial difficulties, health, family, relationship issues and social issues can all affect a student’s ability to settle into study. Our staff members offer a confidential support by listening to the issues faced by the student and provide reference for the counselling to external agencies, as NST Student Support Officers are not qualified counsellors. All students in the need of counselling assistance should contact the Student Support Officer so that Student Support Officer can discuss the matter and arrange appropriate counselling service for the student. NST doesn’t charge any fee for referral however counselling agency may charge the fee for the service. Fee and service information can be obtained from the service prior to the booking.

Personal Counselling Services will be organised where student is identified in need of counselling and may take the form of advice or referral to other services. Personal counselling services include but are not restricted to:

Grievance/conflict resolution
Relationship issues
Stress and coping
Cultural, socio-economic, family issues
Access and equity issues
Student welfare and support
Study skills advice
Referrals to other agencies/professionals
Crisis resolution
Therapeutic counselling

Free Australian 24-hour health advice you can count on 1800 022 222

After Hours Care is provided through National Home Doctor Service- Phone number: 13 74 25.

Students will be provided with counselling on matters such as:

academic and future progress advice
welfare matters

These services will be available and accessible by all students at suitable times.

Please Note: Referral to medical services available or external counsellors will be provided free of cost by the institute.

However, fees of medical practitioners and/or counsellor will be borne by the students. Students requiring assistance with course progress should contact the student support

Emergency Contact List

External Support Services

Fire, ambulance, police (life-threatening emergencies): Ring 000

Hospitals and Medical Issues (Melbourne, Victoria):

Royal Children’s Hospital: (03) 9345 5522

Royal Women’s Hospital: (03) 8345 2000

Royal Melbourne Hospital: (03) 9342 7000

Refer to www.yellowpages.com.au for services near you.
The National Translating and Interpreting Service: 131 450
Lifeline 24-hour Counselling Services: 131 114

Solicitors/ Lawyer:

The Institute of Arbitrators Mediators Australia: Free call 1800 651 650

Victoria Legal Aid: www.legalaid.vic.gov.au

Study in Australia: www.studyinaustralia.gov.au

Places of Worship

Churches: www.australianchurches.net

Mosques: http://www.islamiccouncilwa.com.au/mosque/ Temples Australia: www.hinducouncil.com.au

Sikh Temple: http://www.sikhyouthaustralia.com/

Other Support Services

The following support services are free. They can provide you with referrals to help you deal with the issue you are facing.

Lifeline: 13 11 14 (24-hour counselling service)
Men’s line Australia: 1300 78 99 78
Grief line (Telephone Counselling Service): 1300 845 745 (12 noon - 3 am, 7 days a week, all year)
Direct Line (Drug and alcohol service): 1800 888 236
Crisis Help: 1800 627 727
Domestic Violence Resource Centre Victoria: 1800 737 732
Crisis Accommodation Information (Homelessness Help Services): 1800 627 727
The Gambling Help Line: 1800 858 858