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Frequently Asked Questions (FAQs)

Here you will find the most frequently asked questions about our eLearning platform for schools and providers. If you still have questions that aren't answered here, then please contact us and we'll help in any way we can.


General FAQs

As a school/provider, how do we sign up to use ServiceIQ’s eLearning platform?

If you are already a customer and have purchased products from our online shop, then you will have an online account with us. This means you can simply purchase the blended packs from the shop. 

If you don't have an online account with us and need us to set one up for your school/provider, simply contact us at intel@serviceiq.org.nz 


What blended training packs are available?

We have our Cookery Schools packs 1-4 and a selection of Cookery Individual Training packs available. You can see all the available blended training packs here. We will update this list as we develop more. 


Where do I purchase the blended training packs from?

You can purchase the blended packs from the ServiceIQ Shop. You can also see a list of the available blended training packs here.


What is a Blended Multi-unit Training Pack (MTP) pack made up of?

A blended MTP consists of the following products: 

  • Online student learning material for each unit standard. Your student accesses these on the ServiceIQ eLearning platform.
  • Printed Student Assessments for each unit standard. These are printed documents that will be couriered to you by ServiceIQ.
  • Digital files:
    • PDF Student Activity books for each unit standard. 
    • PDF Tutor Assessment Guides for each unit standard. 
    • PDF Tutor Delivery Guide*
    • Word file of Group Observation Sheets

Once purchased, these digital files will be available from the ‘downloadable products area’ within your ServiceIQ shop account.

NOTE: Not all packs have a Tutor Delivery Guide. For example, LCQ does not have a Tutor Delivery Guide.


What is a Blended Individual Training Pack (ITP) pack made up of?

An ITP consists of the following products: 

  • Online student learning material for each unit standard. Your student accesses these on the ServiceIQ eLearning platform.
  • Printed Student Assessments for each unit standard. These are printed documents that will be couriered to you by ServiceIQ.
  • Digital files:
    • PDF Student Activity books for each unit standard. 
    • PDF Tutor Assessment Guides for each unit standard. 

Once purchased, these digital files will be available from the ‘downloadable products area’ within your ServiceIQ shop account.


What devices does the eLearning platform work on?

Our eLearning platform is web-based, so your students can access it on any device that has a browser.


Online Learning material FAQs

How do I assign the online learning material to my students?

After purchasing your products, you can assign the learning material to students via your ServiceIQ portal account. Simply log in to your portal and click on ‘Allocate/Manage Online Products’ in the sidebar menu. Once you are on this page, you can assign the products to your students using their email address.


Can I track the students’ progress?

Currently, you can’t track online how your students are progressing with the online learning material. However, we are working on this functionality and plan to make it available to you as a future release.


Why do students have to print out the activity book?

Currently, students need to complete their activities in print because our platform isn’t quite ready to support interactive activities. However, we are currently developing this functionality which will replace the PDF activity book in the future.


Does the online learning material match the printed learning material?

The online learning material generally has the same information as the printed product. But where possible, we’ve taken advantage of the technology and incorporated videos and online quizzes to make it a more engaging learning experience for students.


Does the online learning material expire?

Online learning material will expire 12 months from the date it is allocated to a student. Note that once a student has claimed their online learning material, it cannot be refunded or assigned to another student.


Online learning material allocation FAQs

I have purchased online products, but they aren't showing on my list to allocate? 

Once purchased, please allow a few minutes for it to show on your list to allocate. There is a slight delay between the time you purchase it, and to when it will shows. If it still isn't showing after 5 minutes, then please contact us.


What if I enter the wrong email address when allocating the online learning material to my students? 

If you enter an incorrect email address during the allocation process, then the student will not be able to claim/access the online learning material. To re-send it to them, you will need to revoke the product you allocated and then reallocate it to the correct email address. This can all be done easily within your portal account via the ‘Allocate Online Products’ area.


How can I cancel a product allocation?

You can cancel a product allocation by revoking the product you allocated. This can all be done easily within your portal account via the ‘Allocate/Manage Online Products’ area.


What if the student already has a ServiceIQ account, and I want to allocate them another product?

If a student already has an account and you want to allocate them another product, you simply follow the same allocation process and the system will recognise that the student already has an account and will send them an email notification.


If the student doesn’t complete their account creation, how can I allocate that product to another student?

You can cancel a product allocation by revoking the product you allocated. This can all be done easily within your portal account via the ‘Allocate Online Products’ area. Once you have revoked the product, you can re-allocate it to another student.


When I click on the 'Claim your eLearning course' link it takes me to a login screen, but I don't have any login details yet.

You will need to click ‘Forgot your password?' on the login screen and enter your email address that the email was sent to. This will email you a link to reset your login details. Click this link and enter your desired password. Once you have reset your login details you will be able to access your dashboard and eLearning.


Assessment FAQs

Why is the student’s assessment on paper and not online?

We are developing an online assessment solution for you, and until this is ready we ask you to use the paper assessments.


How long will it take for my paper assessments to arrive?

The standard delivery time is 7-10 working days. If you have a question about your order, please email: resources@ServiceIQ.org.nz


Tutor Delivery Guides & Tutor Assessment Guides FAQs

What is a Tutor Delivery Guide (TDG)?

A Tutor Delivery Guide (TDG) provides a tutor/teacher with information and guidance on how best to deliver or facilitate the student’s learning material.  


What is a Tutor Assessment Guide (TAG)?

A Tutor Assessment Guide (TAG) provides a tutor/teacher with important guidance to help them judge whether a student’s completed Assessment meets the requirements of the unit standard.


Where is the Tutor Delivery Guides?

Once you have purchased the blended pack (if it includes a Tutor Delivery Guide TDG) you can find the guide in the ‘downloadable products area’ as a PDF within your shop account: www.shop.serviceiq.org.nz/customer/downloadableproducts


Where are the Tutor Assessment Guides? 

Once you purchased the online student pack, the Tutor Assessment Guides (TAGs) can be found in the ‘downloadable products area’ as PDFs within your shop account: www.shop.serviceiq.org.nz/customer/downloadableproducts


Certificate FAQs

Are certificates included?

Certificates are not included. However, if you’d like to order certificates for your students, you can do this here.


How do I order certificates?

You can order certificates here.


Who do I contact if...

My printed assessments haven’t arrived?

Let us know by contacting us at: resources@ServiceIQ.org.nz


There is an error in one of the products?

If you have found an error in one of our products we are keen to know about it. Please let us know by completing this online form: www.serviceiq.org.nz/feedback


If I want to give feedback on the products?

We love to receive feedback on our products. Please tell us what you think by completing this online form: www.serviceiq.org.nz/feedback. We look forward to hearing from you. Thank you.


What do I do if I’m having technical issues with the eLearning platform?

Don’t worry, we can help. If you experience any technical issues, please let us know the details right away and we’ll get it sorted for you. Simply contact us at intel@ServiceIQ.org.nz or 0800 863 693