RMIT University - Online Service Standards

RMIT University offers a range of educational courses that can be delivered partly or completely online. RMIT 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.

RMIT will provide the following types of support to students studying any aspect of their course online.

Study support

RMIT provides a range of support services and programs to assist a student achieve their potential while studying online. These include:

  • General study skills 
  • Assignment writing resources
  • Maths, Statistics, Physics and Chemistry resources
  • English language supports
  • Referencing guides and tools
  • Literacy tools.

Trainer and Assessor availability

Teaching staff will be available for queries about learning and assessment by phone, email and/or online chat as outlined in your course guide. Contact details for teachers are available to students in the welcome module of their online course in Canvas, RMIT’s Learning Management System.

  • Teaching staff will aim to reply to queries within 2 working days and assessment will be returned within 10 working days of submission.

Enrolment and Student support

RMIT offers a range of student services and support through the Student Connect portal.

Students can reach services by phone and email, and via the online self-service portal system during:

  • Monday - Thursday: 9 am to 5 pm; and
  • Friday: 10 am to 5 pm. 

Services available through this portal are:

  • Fees and Commonwealth assistance loans
  • Enrolment
  • Timetable
  • Personal details
  • Graduation and academic statements
  • Counselling services are available via video conference.

IT Support Helpdesk

Information technology support is available for RMT students by phone, web chat, or through IT Connect during semester hours (Melbourne time). Find out more about IT Connect services and support.

Library support services

The library collections are electronically indexed and available completely online. Much of the library’s digital collections are available through the library website. The library’s digital collections available online include, but are not limited to:

  • Databases
  • e-Journals
  • Video and audio
  • Images
  • Newspapers
  • Standards
  • Theses
  • Open Educational Resources (OER)
  • Course reserve and past exam papers
  • Dictionaries and encyclopedias
  • Law and legislation
  • Patents
  • Indigenous resources.

Help is available during semester hours (Melbourne time)

  • Monday to Friday: 9am-8pm
  • Weekends: 12pm-5pm
  • Public holidays: closed.

Library support is provided during semester hours in person, online or via web chat, just Ask the Library.

Pre-Training Review (PTR)

RMIT conducts a comprehensive Pre-Training Review (PTR) as a part of enrolment for all prospective students. The purpose of this is to determine whether a course is suitable and appropriate for their individual needs, and if so, to flag additional support required to give a student the best chance of success in the program.

This PTR includes a diagnostic language, literacy and numeracy (LLN) test to ascertain a student’s current ACSF level and to ensure the course is matched to their needs, and if additional support is required.

As part of this enrolment process, students also complete a comprehensive questionnaire regarding any additional supports required due to a disability or long-term medical condition and to determine their digital literacy in relation to using the Canvas Learning Management System (LMS) and other digital technology/software.

If anything is flagged as a part of this comprehensive process, a course coordinator will have a conversation with the student identified to discuss their support needs and suitability for the program.

RMIT University uses the learning management system Canvas for supporting course delivery. The following are the minimum information technology requirements to enable optimal access to the LMS:

  • A device with a minimum of 8GB memory and 2Ghz processor
  • Microsoft Windows 7 and above, Mac OSX version 10.6 and above and Linux - ChromeOS.


Canvas is RMIT's online Learning Management System (LMS), where students can find course announcements and content, including class notes and resources. On Canvas students can listen to lectures, complete online assessment tasks, view and submit assignments, and receive grades and feedback.

The learning materials used in online training are interactive and in a variety of formats, including:

  • guided content
  • graphics
  • video
  • audio
  • interaction through discussion forums and webinars.

Online accessibility

RMIT is committed to ensuring its online delivery meets universal accessibility standards. As part of its Digital Accessibility Framework, it aims to achieve WCAG 2.1 AA standard for all online environments and digital material whenever possible.

RMIT applies the principles of the Web Content Accessibility Guidelines to the learning materials by making them perceivable, operable, understandable, and robust.

  • Perceivable: This principle ensures that web content is presented in a way that users can perceive it. This includes providing text alternatives for non-text content, providing captions and audio descriptions for multimedia content, and making sure that content is easily distinguishable from its background.
  • Operable: This principle ensures that web content is operable by users. This includes providing clear and consistent navigation, ensuring that all functionality is available from a keyboard, and providing enough time for users to read and use the content.
  • Understandable: This principle ensures that web content is understandable by users. This includes using clear and simple language, providing instructions and feedback in a clear and understandable way, and organising content in a logical and consistent manner.
  • Robust: This principle ensures that web content is robust enough to be interpreted by a wide variety of user agents, including assistive technologies. This includes using standard coding practices, providing semantic markup, and using technology that is widely supported. Canvas is designed so that screen reader users can confidently utilise their preferred screen reader and browser.

Where students may require additional support with online material, they may request assistance through their teaching team or the Equitable Learning Services (ELS). The ELS provides support and equal opportunities for students with a disability, long-term illness and/or mental health condition and primary carers of individuals with a disability.

Monitoring student engagement

RMIT offers an engaging and interactive learning experience and provides collaborative learning opportunities for students to interact with peers through;

  • In-class and online discussion forums
  • Webinars
  • Case studies
  • Role Play
  • Simulations
  • Practical industry experiences.

Ongoing feedback will be given by trainers and assessors through discussion forums and online messaging, in response to individual student queries and through detailed feedback on assessments.

Monitoring student progress

RMIT closely monitors student progress and supports students to succeed in their studies.

RMIT will contact and offer appropriate support services to students who;

  • have not logged on to Canvas within 2 weeks of their first class commencing
  • have stopped engaging with scheduled training and assessment requirements for at least 2 weeks, without contacting the program area
  • are at risk of not completing their studies within the agreed timeframes.

Repeated unsuccessful attempts to contact the student may result in withdrawal from the course.

Mode and method of assessment

The mode of delivery varies by Program and the training and assessment is delivered online, Face to Face or blended.

Different types of assessment may be used for each unit. Assessments may include:

  • knowledge questions
  • projects
  • presentations
  • evidence portfolios
  • reports or case studies
  • demonstration of practical skills.

Where students are asked to demonstrate competency in practical skills, video technology may be used.

Trainer and Assessors

All trainers and assessors delivering online or blended programs at RMIT hold a minimum qualification of Certificate IV Training and Assessment and remain current in their industry or field of expertise. This enables trainers and assessors to deliver real world learning experiences.

Trainers and assessors undertake internal professional development in blended and online delivery based on RMIT Capability Framework for Educators.

In addition, trainers and assessors also participate in:

  • the RMIT teaching and learning conference
  • annual college teaching and learning best practice showcase
  • tailored Industry Cluster (department) professional development days, where trainers and assessors meet and share ideas on engaging teaching technologies, and best practice teaching methodologies.

RMIT is an Adobe Creative Campus, and provides staff access to the latest Adobe applications, tools, expertise, and courses to develop their digital literacy skills in creative technology and digital innovation.  

aboriginal flag
torres strait flag

Acknowledgement of Country

RMIT University acknowledges the people of the Woi wurrung and Boon wurrung language groups of the eastern Kulin Nation on whose unceded lands we conduct the business of the University. RMIT University respectfully acknowledges their Ancestors and Elders, past and present. RMIT also acknowledges the Traditional Custodians and their Ancestors of the lands and waters across Australia where we conduct our business - Artwork 'Luwaytini' by Mark Cleaver, Palawa.

aboriginal flag
torres strait flag

Acknowledgement of Country

RMIT University acknowledges the people of the Woi wurrung and Boon wurrung language groups of the eastern Kulin Nation on whose unceded lands we conduct the business of the University. RMIT University respectfully acknowledges their Ancestors and Elders, past and present. RMIT also acknowledges the Traditional Custodians and their Ancestors of the lands and waters across Australia where we conduct our business.