True North Marine Policies & Procedures

 The purpose of these Policies and Procedures is to provide a written document outlining the commitment by True North Marine Training (the company) to providing Quality Maritime Training that is consistent with the company’s vision and mission. 

 1.  Quality Management Focus

1.1 The company conducts sound management practices to ensure effective client service. In particular, we have client service standards to ensure a timely response to all inquiries and enrolments

1.2 In accordance with client service standards our quality focus includes:

1.2.1     Clearly identifying fees payable (Course Fees)

1.2.2     Enrolment and Refund Policy

1.3 The company will take every opportunity to ensure that this information is disseminated, understood and valued by staff, other company personnel and clients by regularly reviewing client feedback.      

   

2.  Marketing and Advertising

2.1 True North Marine Training markets marine educational and training products with integrity, ethics, accuracy and professionalism.  The company avoids vague and ambiguous statements. In the provision of information, no false or misleading comparisons are drawn with any other training organisation or training product.

2.2 The company will not conduct any advertising, using logos, pictures or any other information (either written or electronic) that belongs to a third party without first obtaining written consent from the third party.

 3. Enrolment Information, Fees and Refund Policy

 

3.1 The following courses are conducted 100% online:

        3.1.1  Coastal Navigation

        3.1.2  Marine Radio Licence course

        3.1.3  Maritime Tutor Services

3.2  The fees associated with these courses require the full course fee payment at time of enrolment. When an enrolment is received True North Marine will provide the candidate access to training resources that True North Marine have created and own copyright to. On this basis a no refund policy applies to any course payment.

3.3  When any course is commenced the student will be forwarded within 24 hours by electronic mail access to course resources and manuals and access to online activities.

3.4  Students may work at their own pace and will be offered unlimited email and telephone contact to complete the required online electronic activities.

3.5  No refund will be made to any student who withdraws after the commencement of any course.

3.6  Course enrolments are only valid for the person nominated on the enrolment form and are not transferable

3.7 If a student withdraws from a Marine Radio Licence course after the full enrolment fee is paid, and elects to sit the final exam with another provider, the final exam fee only will  be refunded when the student provides a written request and provides a photocopy of the actual licence to True North Marine Training.

3.8 When a marine radio licence course enrolment is commenced candidates need to follow the 3 step process as follows:

        3.8.1 Complete the online practice trial exams. NOTE: Students should only use the email address used in their enrolment process.

        3.8.2 Using the ‘Contact Us’ button on the marine radio training webpage advise True North Marine of the completion of the practice  exams. Candidates’ should then follow the steps provided to them in submitting a demonstration of competency using a  simulated marine radio.

        3.8.3 Complete the final ‘closed book’ Office of Maritime Communications marine radio exam via Zoom

 3.9 Candidates will be required to provide photo identification evidence such as a Passport or Drivers Licence, passport type photo and competency video which will be required to be uploaded to a secure Dropbox Folder.

 3.10  Any failure to meet the requirements in 3.8 and 3.9 will void the enrolment as the company will not be able to submit a request for the final exam to the Office of Maritime  Communications.

 4. Final Marine Radio Online (Zoom or Skype) exam

 4.1 When an agreed time for the final exam between the candidate and Invigilator a request will be sent to the Office of Maritime Communications (OMC) to schedule the exam.

 

4.2  Instructions on accessing the aXcelerate exam website will be sent to the candidate directly by the OMC.

4.3  Candidates’ need to complete all pre exam requirements (ID, Passport type photo, Application Form) and be online and logged in to the aXcelerate  website at least 5 minutes prior to the scheduled exam time to receive an email with a Zoom or Skype invite.

4.4  The candidate is provided with the Invigilation (Exam Supervision) for the initial final marine radio licence exam FREE OF CHARGE.

4.5    If, however, the candidate:

         4.5.1 cancels an exam booking,

         4.5.2 fails to show for the exam at the scheduled time,

         4.5.3 loses username or login details for aXcelerate,

         4.5.4 or for any other reason outside of True North Marine Training’s control is unable to complete the exam at the scheduled time then the candidate will incur an additional exam fee of $55.00 and in addition may also incur the OMC exam fee of $89.00.