Standard 05 of 08
Learner Support
Guidance, access and fair treatment from first enquiry to completion.
Distance learners often study alone. This standard asks whether the institution gives them the information, help and fair treatment they need to start well, keep going and finish, and whether it listens when something goes wrong.
What HCDE expects
- Clear information before enrolment: total cost, requirements, technology needed, expected workload and any limits on what the qualification can be used for.
- A proper start: onboarding that shows learners how the platform, assessment and support work.
- Academic guidance and a technical help route that learners can actually reach.
- Accessibility and reasonable adjustments for learners with disabilities or other needs.
- A fair, written refund and withdrawal policy that is applied as written.
- A complaints and appeals route for learners, with a record of how cases were resolved.
- Appropriate safeguarding and respect for learners' wellbeing and dignity.
Evidence reviewers look for
- Pre-enrolment information pack and enrolment agreement
- Onboarding materials and records
- Help-desk and advising arrangements and how contact is monitored
- Accessibility and adjustment policy, with examples of its use
- Refund policy and a selection of cases
- Learner complaints log and outcomes
Questions a reviewer may ask
- What does a learner know about the total cost and workload before they pay?
- How does a learner who is struggling get help, and how fast?
- What happened to the last learner complaint, and what did the institution change?
How this standard is judged
Reviewers read the evidence, may ask for more, and may speak with staff and learners. They record whether the standard is met, met with recommendations, or not yet met, and explain why. The way these findings lead to a decision is set out on the Decisions and Status page.
Questions before you begin?
Write to HCDE and we will explain the route that fits your institution, program or situation.