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FAQs

Suffolk

How do I contact my course provider?

You can call the office between 09.00 and 16.30 on 0345 600 1291 or email at:
[email protected]

Do I have to travel to a venue to complete my course?

No. The courses are delivered in an online ‘virtual classroom’ accessed from your home.

What will I need to join my course?

Please ensure that you have your driving licence readily available. The easiest way to verify your identity is for you to show the trainer your photocard licence. If your licence does not include a photograph you will need to provide additional photographic evidence, such as a passport, or suitable alternative. You will not be able to participate without photographic ID. You will also need a pen and paper.

What platform is the course running on?

The courses are delivered via the Zoom online platform.

For more information you can view the ZOOM tutorial video: https://support.zoom.us/hc/en-us/articles/201362193-How-Do-I-Join-A-Meeting

We strongly recommend you join the digital classroom 15-20 minutes before the course start time in case you have any technical difficulties. Late arrivals will not be able to participate.

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

You will receive a confirmation email as soon as you have booked your course confirming the date and time.  Please ensure you read the ‘Terms and Conditions’. You will receive a further email which includes the ‘Zoom’ link for your course before your course starts. Please note: this may not be sent until the afternoon of the day before your course. Please check your ‘junk’ and ‘spam’ folders. If you do not receive your link, please contact the office on: 0345 600 1291 or at [email protected].

How do I access my course?

The ‘Zoom’ link you receive will allow you into the course ‘meeting room’: From a PC or laptop simply click the link we send you When prompted, select ‘Run’ Select ‘Join with Video’ Enter your FIRST NAME ONLY (other clients will be able to see the name you enter) Select ‘Join Meeting’ If using a Smart Phone or tablet you may wish to download the free ZOOM app in advance of the course from your usual app store.

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

If you call the office on 0345 600 1291 or email at: [email protected] we will be able to offer some guidance on using ‘Zoom’ to access your course.

You can also visit: https://www.ukroed.org.uk/howto-online/  for information on how to book and

https://support.zoom.us/hc/en-us/articles/201362193-How-Do-I-Join-A-Meeting for information about using the Zoom platform

I’m experiencing technical difficulties connecting to the course, what can I do?

We strongly recommend you familiarise yourself with the Zoom platform prior to attempting to join your course. If you have difficulties on the day, you can call the office on 0345 600 1291 or email at: [email protected] as soon as possible, and we will try to assist, but you may not be able to join the course if any issues are not quickly resolved. If you are not able to join the course due to technical difficulties, we will re-book you onto another course free of charge (if Police deadlines allow).

I can’t attend my course due to extenuating circumstances what can I do?

If you are unable to attend the course date you originally chose, you must contact us immediately to arrange an alternative date. In most cases, you will incur a fee to re-book your course unless there is a genuine extenuating circumstance (evidence may be required).

I’m late for my course and the waiting room is locked, what can I do?

It is your responsibility to ensure you join the course in plenty of time. Late arrivals will not be able to participate. You will need to call us as soon as possible to let us know and to re-book your course (if Police deadlines allow). This will incur a fee.

What if I lose connection during the course?

If you lose connection during the course, please try to re-join and wait in the waiting area for a few minutes. The trainer may be able to re-admit you if they have noticed and are able to re-admit you within a few minutes. If you are not able to re-join, you should contact us as soon as possible to re-book your course (if this can be done before the Police deadline). You will be able to re-book the course free of charge. However, by booking an online course you are agreeing you have the correct equipment and sufficient internet access to participate and we will only allow 3 attempts to attend online before referring you back to the Police.

Please note that you will need to attend the full course again, regardless of when you lost connection.

 


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