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FAQs

Kent

How do I contact my course provider?

You can contact the Kent Driver Education Team by email at [email protected] or by calling the Team on 03000 411554 Monday to Friday from 9:00am to 3:00pm

 What will I need for my course?

  •  Stable internet connection throughout the course duration (approximately 2.5 hours)
  • An electronic device with camera and speakers. You can use your phone, laptop, or tablet
  • Paper and pen
  • You will be required to be in a closed/quiet room with no interruptions No one else will be allowed in the room or near you during the course
  • You must provide original photographic ID, please check Terms & Conditions for a list of acceptable forms of ID 

What platform is the course running on

Courses are delivered via ZOOM platform. If you are new to ZOOM, please check https://www.youtube.com/embed/V9VjZne00cY on how to upload ZOOM on your device.

It is advisable to have a mock meeting with a friend/relative to ensure the sound and camera are working properly and avoid last minutes issues.

To protect everyone’s privacy, you must not take any screen shots, photographs, or recordings of the course.  UKROEd actively monitor all social media channels and if a data breach is discovered this will be fully investigated.  This will lead to your course attendance being void and you will be referred back to the Police who will issue you with the penalty of three points and a fine.

Who will be on the course?

There will be in attendance the NDORS Licensed Trainer, up to 8 other clients and this may also include interpreter’s and clients who require British Sign Language Interprets too.

These courses can sometimes also have an additional person in attendance who is there to monitor the course delivery of the Trainer. This will either be an Assessor from the Governing Body National Driver Offender Retraining Scheme (NDORS) OR A Kent County Council Monitor. These monitors are there to ensure constancy in the quality of service being delivered by the NDORS Licensed Trainers to all clients who attend these courses. 

How do I access my course?

Please check your email inbox and if you do not see the `KCC Zoom Meeting Link email check all folders including junk and spam.

The app for the  Zoom Cloud Meeting can be downloaded by visiting the following site –

https://zoom.us/

Please check the device you are using (laptop, mobile phone, computer) prior to your course date as well as ensuring both the audio and video (camera) works on ZOOM meetings.

On the day of the course you will be able to enter the meeting by either clicking on the meeting link or typing in the details provided 15 minutes before the published start time of your course.

If you experience any technical difficulties when trying to log in, please remove yourself from the meeting and try again either using the same or a different device.

As the course is being delivered to other clients as well as yourself the Trainer can only wait for a maximum of 5 minutes for you if you lose internet connection. At this point the meeting will be locked and you will be unable to complete the course.

Please contact the office by email  [email protected] if you have been unable to attend and a member of the team will call you back between 9am and 3pm Monday to Friday.

Failure to follow this process may result in not being able to attend the course on the day and will require a re-booking fee if there is still course availability within your time-frame.

I have booked my course, when will I receive my joining instructions and where do I find them

The Confirmation email will also in details which will help you to prepare for your course. Please read both this and the Terms and Conditions that will also be sent to you when you have booked and paid for your course.

48 hours before your course you will receive an email with both the ZOOM link, meeting id and password and at the time of booking if you requested an SMS message you will also receive the details via 2 separate texts again these will be sent automatically 48 hours before the start of your course..

If you have not received the `KCC Zoom meeting link` email within 24 hours before the course, please send an email to [email protected] and we will resend this to you. But please check all folders including your junk and spam.  

I am about to take my course but cannot access it, where do I find my joining instructions (these are questions commonly asked just minutes before a course!)

These will be sent to you in both an email and an SMS text message if you requested this at the time of booking.

Please see the details above for further details. 

I am not very technical and am worried that I will not be able to take my virtual/online course, what help can I get from my course provider

You can have someone to help you to set up your device, however once the course starts, you need to be alone in the room with no interruptions. Further assistance will only be allowed from the same person if you have any internet loss.

If you do require a carer or Interpreter with you on the day of the course please include the details on the Special requirements section of the booking form or email the team at [email protected]. They will need also require photographic ID when attending with you on the day of your course.

To support you further please watch the YouTube video, https://www.youtube.com/embed/V9VjZne00cY,  as it is a very useful tool. At the end of the video there is also a trouble shooting section. This will help you with the most common issues.

If you need further advice you can contact the KDE team by email [email protected] or by phone on 03000 411554 prior to the day of your course. Please do not wait until your course start time to try to set up ZOOM as this process can take some time to complete and you may then miss your course and will incur a rebooking fee. For further information, please refer to Terms & Conditions. 

Can I attend if I am late?

If you arrive after the end of the course registration or return back late from the break you will be locked out in the digital classroom and the message will display this. Where possible we will rebook you onto a new course, but this will incur a re-booking fee.

What happens if I fail to attend or do not complete my course?

This is dependent on the course availability in Kent and the time-frame you have left to complete your course by.

If we still have courses spaces available to you, we will be able to re-book you, but this will also require the re-booking fee to be paid at the time of the re-booking.

Where there are no spaces available in Kent, but you still have time to attend a course, you will need to check on the NDORS website for other course provider availability. You may also need to contact the Police force whom your driving offence was with for a new pin number to allow you to do this.

However, if you do not have any time left to attend your course you must contact the Police force whom your Driving offence was with to discuss what other options are available to you.


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