Question

Answer

Who should I go to if I have any queries regarding in enAble™ or accreditation?

Your Primary Delivery Partner should always be your first point of contact for any enAble™ or accreditation enquiries. If they are unable to assist, you can then contact us by emailing accreditationsupport@nbnco.com.au. Your Primary Delivery Partner can also lodge an enquiry with us on your behalf.

How do I reset my password and/or retrieve my username?

To reset your password and/or retrieve your username:

1. Visit https://enable.nbnco.com.au using the web browser on your computer, mobile phone or tablet.
2. Click the blue 'Login' box on the top right corner of page
3. Click the ‘Forgotten username/password’ link under the log in box.
4. Enter the email address you used when registering your enAble™ account.
5. An email will be sent with your enAble™ username and a link to complete the password reset. Click on the link in the email.
   • If the email does not arrive within a few minutes, check your spam or junk mail folder.
   • If the email still cannot be found, contact your Primary Delivery Partner. If they are unable to assist, contact us by emailing accreditationsupport@nbnco.com.au.
6. Enter your new password in the boxes provided.

Your password will be reset, and you will be logged in and directed to the enAble™ home page.

How long will it take to receive my enAble™ card?

In order to receive your enAble™ card, the following activities must be completed:

• Submit your enAble™ registration to your Primary Delivery Partner by filling in the online form, and accept the Terms and Conditions for registered users and privacy collection statement;
• Upload profile photo and proof of ID
• Employment details verified by Primary Delivery Partner
• Four mandatory nbn™ online training courses completed:
  • nbn™: Your role in connecting Australia
  • nbn™: Health, safety and environment (HSE) awareness
  • nbn™: Customer Service Excellence Training (Part 1)
  • nbn™: Customer Service Excellence Training (Part 2)

Once all of these mandatory activities have been completed, the card will generally be dispatched within approximately 5 business days. Delivery times may vary based on your location and Australia Post processing times.

The status of your enAble™ card can be viewed by logging into the enAble™ portal, selecting the ‘Profile details' menu item and viewing the table on the left-hand side of the screen.

If you have further queries relating to your enAble™ card, contact your Primary Delivery Partner.

I am experiencing trouble uploading a document. Why?

It may be a file type or file name related issue.

Files types:

If the document you are uploading is an image file, it must be JPG, JPEG, PNG, GIF, BMP format, and 2MB or less.

Other file types supported include Microsoft Office or PDF. These should be saved in Microsoft Windows format.

File names:

File names must be less than 100 characters in length. It is best to avoid special characters, such as symbols, in the file name.

How do I update my enAble™ profile?

To update your enAble™ profile:

1. Visit https://enable.nbnco.com.au using the web browser on your computer, mobile phone or tablet.
2. Click the ‘Login’ button in the top right corner of the screen
3. Enter your username and password, then click ‘Login’

Once logged in you can update existing personal and accreditation details by selecting the ‘Accreditations’ and ‘Profile details’ menu tiles.

I have lost my enAble™ card, can I replace it?

Yes, a replacement card can be produced and mailed to you via registered post. Replacement cards cost $40.

Please complete this form and follow the steps detailed within.

I am trying to update my enAble™ profile information, but some fields are not able to be edited?

Workers with verified enAble™ registrations can edit the following fields:

• Street address, email address, mobile number,
• Primary/secondary Delivery Partner, subcontractor,
• Occupation, skills performed, and HSE accreditations.

Some worker fields can only be edited by the Primary Delivery Partner. These field are:

• Worker name, DOB
• enAble™ Username,

If you seek to change your name or DOB details on the enAble™ portal, please contact your Primary Delivery Partner. The Delivery Partner has the permission to update these fields in enAble™, though will be prompted to upload a scanned copy of your legal ID in order for the changes to take effect successfully (original copies will not be required). The documentation is to be provided by the worker to the Primary Delivery Partner upon request.

Who needs to become nbn™ accredited?

Any person engaged in the construction, activation, operation or maintenance of the nbn™ access network (whether as an employee, contractor or subcontractor) is required to become nbn™ accredited. The requirements will vary depending on the activities typically performed by the individual.

By when do I need to become nbn™ accredited?

Individuals must complete the following mandatory nbn™ online training prior to commencing any work on the nbn™ access network.

• nbn™: Your role in connecting Australia
• nbn™: Health, safety and environment (HSE) awareness
• nbn™: Customer Service Excellence Training (Part 1)
• nbn™: Customer Service Excellence Training (Part 2)

For technical skills accreditation:

Individuals working on the nbn™ access network must be accredited for technical skills, as defined by nbn, prior to performing those skills.

For HSE accreditation:

Individuals that commence work on the nbn™ access network must become accredited for HSE prior to performing tasks requiring such accreditation.

Accreditations obtained more than 36 months prior to the individual seeking to register such accreditation on enAble™ will not be recognised unless agreed by nbn.

Why do I need to become nbn™ accredited?

nbn is committed to the health and safety of all workers, and the protection of the environment. Accreditation assists nbn to verify that workers have vital skills and competencies to carry out work on the nbn™ access network in a safe and environmentally responsible manner.

Why is it mandatory for all Field Workforce technicians to complete the nbn™ Customer Service Excellence Training accreditation?

Making sure that customers have a positive experience is important to nbn™. This training aims to help you, as field workers and representatives of nbn™, to be part of creating these positive experiences for customers. It’s a great opportunity to up-skill as nbn continues to become more customer focussed.

How do I access the nbn™ Customer Service Excellence Training accreditation and how often do I need to complete it?

The nbn™ Customer Service Excellence Training for accreditation aims to provide field workers with the soft skills, knowledge and resources through a two-part interactive eLearn module which focusses on positively impacting customers at each point of interaction.

This training is required to be completed once a year, in or around the month of January. The nbn™ Customer Service Excellence Training accreditation can be accessed through your nbn™ enAble™ profile through the ‘accreditation’ tab.

How do I register on enAble™ and get a username and password?

In order to register for enAble™:

1. Visit https://enable.nbnco.com.au using the web browser on your computer, mobile phone or tablet.
2. Click the ‘Register’ button in the top right corner of the screen
3. Read and accept the "Terms and Conditions" for registered users and the privacy collection statement;
4. Fill in your details on the registration form. Fields marked with a red asterisk (*) are mandatory and must be provided in order to register.

• Personal details
  • This information allows your employer to verify your employment.
  • Your preferred email address will be used to send email notifications from enAble™.
  • Your postal address will be used to post your enAble™ card.
• Occupation details
  • The Delivery Partner nominated here will review your registration to confirm your employment.
  • After selecting the occupation that you perform, a set of skills that are typically performed by that occupation are automatically populated.
  • If you perform additional skills, you can add these by searching in the ‘Skills performed’ field and selecting the relevant skills.
  • If you do not perform the skills that have been automatically populated, you can remove them by clicking the ‘x’ next to the skill name.
  • If you are employed through a subcontractor, you should provide the name of the subcontractor here to facilitate verification of your employment.
• Login details
  • You will be required to select a username and password that you will use to access enAble™.
  • You will also be required to provide a profile photo, which is printed on your enAble™ card. The file should be a JPG, PNG, GIF or BMP and the photo should be a clear, front on head shot without any accessories, such as hats, sunglasses or excessive make-up, which would inhibit identification.
  • A copy of your proof of ID (Australian driver’s licence, valid passport of Australian Proof of Age card) is required to verify the profile photo provided. The personal details (such as your full name) should match the details on your ID.

After submitting your registration, you will have limited access to enAble™ while your employer verifies your details. You will receive an email once this verification is complete and your full access is available.

How long does it take for a registration to be approved?

After submitting your registration, your request is forwarded to your Delivery Partner to verify your employment details. Usually this verification takes around 5 business days to be completed, however it can sometimes take longer.

For an update on this verification process, please contact your Delivery Partner or direct employer.

I have previous work experience in the telecommunications industry, do I need to do anything else before I can work on the nbn™ access network?

Yes. Any person engaged in the construction, activation, operation or maintenance of the nbn™ access network is required to become nbn™ accredited. All workers are required, as a minimum, to complete mandatory nbn™ online training, and to meet the nbn™ health safety and environment accreditation requirements.

You may be required to obtain other accreditation depending on the activities that you will be performing. You are also encouraged to speak to your employer for support with identifying the accreditation requirements that would be relevant to you.

How long does it take to become accredited?

The length of time depends on the accreditation.

Mandatory nbn™ online training:

• nbn™: Health, safety and environment (HSE) Awareness module: approximately 25 minutes
• nbn™: Your role in connecting Australia: approximately 20 minutes
• nbn™: Customer Service Excellence Training (Part 1): Approximately 10 minutes
• nbn™: Customer Service Excellence Training (Part 2): Approximately 10 minutes

Technical skill accreditations:

The length of time it takes to become accredited for a particular technical skill depends on the pathway undertaken.

For each technical skill accreditation:

• The training pathway typically takes approximately 3-7 days to complete (in total). Training may however be completed over a longer period of time.
• The direct assessment pathway will typically take:
• 30 minutes for an online knowledge test
• 1 hour for a practical assessment in field

For more information on the difference between these pathways (and to determine which is right for you), please note there is another FAQ on this.

HSE accreditations:

The length of time to attain HSE accreditations will depend on what the worker is required to complete. Each HSE accreditation requirement (other than the HSE Awareness module, included in mandatory nbn™ online training above) is likely to take approximately 1-5 days to complete. Note this is a guide only and the timeframe may differ between States and Training Providers.

What do I receive after completing my nbn™ accreditation/s?

Once an individual has completed the minimum nbn™ requirements, they will be issued with an enAble™ card, making them enAble™ card-compliant. Minimum requirements is the completion of the four mandatory nbn™ online training modules:

• nbn™: Your role in connecting Australia
• nbn™: Health, safety and environment (HSE) Awareness
• nbn™: Customer Service Excellence Training (Part 1): Approximately 10 minutes
• nbn™: Customer Service Excellence Training (Part 2): Approximately 10 minutes

How do I know what accreditations I need?

All workers will at a minimum be required to complete mandatory nbn™ online training. There are currently four online modules that must be completed:

• nbn™: Health, safety and environment (HSE) Awareness
• nbn™: Your role in connecting Australia
• nbn™: Customer Service Excellence Training (Part 1): Approximately 10 minutes
• nbn™: Customer Service Excellence Training (Part 2): Approximately 10 minutes

Additional HSE and technical skills accreditation requirements may be required and this will depend on the activities to be performed by the individual. You can find more detailed technical skill accreditation requirements and revised HSE accreditation requirements via enAble™. You are also encouraged to speak to your employer for support with identifying the accreditation requirements that would be relevant to you.

What is the difference between "Training Pathway" and "Direct Assessment Pathway" in relation to attaining technical skills accreditation?

For technical skills accreditation, two pathways will be available for individuals to become accredited:

• Training pathway: For workers who are new to telecommunications, or do not have any training / experience completing the given task. The training pathway involves completion of a specific unit/s of competency through a nationally recognised Training Provider.
• Direct assessment pathway: For workers who have completed training or have experience completing the given task. The individual verifies their competency through a knowledge assessment (completed online via enAble™) and practical assessment, involving demonstration of the technical skill in the field. Note that individuals must be successful in passing the knowledge assessment before being able to undertake the practical assessment. Both assessments must be passed in order for the individual to attain accreditation for the given technical skill.

I am registered in enAble™, do I need to do anything else before I can work on the nbn™ access network?

Yes. Any person engaged in the construction, activation, operation or maintenance of the nbn™ access network is required to become nbn™ accredited. All workers are required, as a minimum, to complete mandatory nbn™ online training, and to meet the nbn™ health safety and environment accreditation requirements.

You may be required to obtain other accreditation depending on the activities that you will be performing. You are also encouraged to speak to your employer for support with identifying the accreditation requirements that would be relevant to you.

How do I update my Primary and/or Secondary Delivery Partner on my enAble™ profile?

To update your Primary and/or Secondary Delivery Partner on your enAble™ profile:

1. Visit https://enable.nbnco.com.au using the web browser on your computer, mobile phone or tablet.
2. Click on the ‘Profile details’ option from the menu at the top of the page.
3. Click on ‘Edit details’.
4. Update your Primary and/or Secondary Delivery Partner details
   1. If your proof of ID has expired a new button will appear, prompting you to upload your proof of ID.
   2. Click on ‘Choose File’.
   3. Click on ‘Submit Photo’.
5. Click ‘Save’
   1. If changing/adding the Primary and/or Secondary Delivery Partner, an email will be sent to the Delivery Partner to verify and accept the change (status will be shown as ‘For Review’ in enAble).
   2. When the Primary and/or Secondary Delivery Partner reviews the request (either accepts or rejects the change), they will receive an email notification to the email address recorded in enAble.

I have done online training/test (otherwise known as a Knowledge Assessment or eLearn) in enAble™ and it is freezing or not working. What should I do?

1. Restart your browser and it should restart from the last point/question.
   If not, reboot your device and try again.

2. If the issue is still not fixed, confirm the web browser you are using has the following minimum version:
   1. IE10 or later
   2. Chrome 32 or later
   3. Firefox 32 or later
   4. Safari 8
3. If accessing from a mobile device, confirm it is either iOS7 or above or Android OS 4.1 or later.
4. Ensure Adobe Flash & Java plugins are up to date on the computer/device.
5. Try a different machine/device.
6. Contact your Delivery Partner to ask if another machine is available, maybe another machine known to them has been used successfully for this training in the past.
7. If still not successful, or you have any other errors, please contact us by emailing accreditationsupport@nbnco.com.au.