Frequently Asked Questions
Everything you need to know about Safe Steps Digital
📚 About the Complete Digital Safety Course
1
What exactly is covered in the Complete Course?
The Complete Course covers all 19 digital safety topics comprehensively. This includes: recognizing scams (OTP, romance, phishing, AI), safe online shopping, password managers, social media privacy, safe banking practices, AI scam awareness, email safety, two-factor authentication, what to do when compromised, video call safety, messaging app security, digital footprint management, privacy & data tracking, elder-specific scams, and identity theft prevention. You'll learn practical, real-world strategies for each topic.
2
Do I need to learn all 19 topics?
No! During your free 30-minute consultation, we'll assess your current knowledge and priorities. We customize the curriculum to focus on what matters most to you. Some topics may be quick reviews while others receive more in-depth coverage. The course is personalized to your needs, not a one-size-fits-all program
3
How long does the Complete Course take?
The typical timeframe is 3-4 weeks with 15-18 hours of total training. However, we go at YOUR pace. Some students prefer a more intensive schedule (3 weeks), while others spread it over 5-6 weeks. You have up to 8 weeks from your start date to complete the course without any additional charge.
4
Can I pause the course if something comes up?
Yes! Life happens. You can pause your course for up to 2 weeks if needed (medical appointments, travel, family commitments, etc.). Just let us know and we'll reschedule your remaining sessions. We want you to be fully present and ready to learn, not stressed about other obligations.
5
How are sessions scheduled?
You choose the days and times that work for you. We offer morning, afternoon, and evening sessions. Most students do 2-3 sessions per week, with each session lasting 60-90 minutes. We'll work with your schedule to find times that are convenient and comfortable for you.
6
What happens in the first session?
Your first session begins with a free 30-minute consultation where we assess your current knowledge, discuss your specific concerns, and identify your priorities. Then we create your personalized learning plan. We'll outline which topics we'll cover, in what order, and approximately how many sessions each will take. You'll leave with a clear roadmap of your digital safety journey.
💰 Pricing & Payment Plans
7
Why is the Complete Course $1,500?
The Complete Course provides 15-18 hours of one-on-one personalized training covering all 19 digital safety topics. At $1,500, that works out to approximately $83-100 per hour — which is actually cheaper than our single session rate ($110/hour). You're saving $150-480 compared to booking individual sessions. Plus, you get email support throughout, printed materials, a comprehensive learning plan, and a follow-up session 2 weeks after completion.
8
Can I pay in installments?
Yes! We offer three payment options for the Complete Course:
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Pay in full: $1,500 (one payment)
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3 installments: $500 at start, $500 at week 2, $500 at completion (most popular)
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50/50 split: $750 deposit, $750 at completion
There are no extra fees or interest charges for payment plans. However, payment plans are only available for the Complete Course — single sessions and multi-session packs require payment upfront.
9
Do you offer concessions?
Yes! We offer $1,350 (10% discount) for valid concession card holders. This applies to holders of Pensioner Cards, Health Care Cards, or DVA Gold Cards. Just show us your card when booking and we'll apply the discount.
10
What if I'm not sure the Complete Course is right for me?
We have a try-before-commit option! Start with a 5-session pack ($500) to experience our teaching style and approach. If you decide to upgrade to the Complete Course within 30 days, we'll credit your $500 toward the full course fee. This way, you can try us risk-free before committing to the complete program.
11
Are there any hidden fees?
No hidden fees! All prices include GST. The only additional charge might be a travel fee if you're located outside 15km from Melbourne CBD and you choose in-home sessions (rather than online). We'll always discuss any potential travel fees upfront before booking.
👩🏫 About Our Trainers
12
What are your trainers' qualifications?
Our trainers have extensive backgrounds in technology training and cybersecurity awareness. Patricia has 15 years of experience in technology training and is a certified digital safety educator. Emily specializes in digital product design and adult learning programs with certifications in digital accessibility and cybersecurity. Both have dedicated their careers to making technology safe and accessible for older adults.
13
Are trainers police checked?
Absolutely. Every Safe Steps Digital trainer has completed police and background checks. We take your safety seriously, so you can focus on learning with confidence and peace of mind. Your wellbeing — physical and digital — is our top priority.
14
Do your trainers specialize in teaching older adults?
No hidden fees! All prices include GST. The only additional charge might be a travel fee if you're located outside 15km from Melbourne CBD and you choose in-home sessions (rather than online). We'll always discuss any potential travel fees upfront before booking.
15
Will I have the same trainer throughout my course?
Yes! Consistency is important for learning. You'll have the same trainer for all your sessions. This allows your trainer to understand your specific needs, track your progress, and build on previous lessons without having to repeat information. It also helps you feel more comfortable and confident.
🎯 What You'll Learn & Achieve
16
What will I actually be able to do after the Complete Course?
After completing the course, you'll be able to:
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Recognize scams before falling victim (OTP, phishing, romance, AI voice cloning)
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Set up and use password a to keep accounts secure
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Configure proper privacy settings on social media
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Practice safe online banking and shopping
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Know exactly what to do if you've been compromised
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Use two-factor authentication effectively
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Verify what's real vs fake (websites, emails, phone calls)
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Protect your identity and personal information
Most importantly, you'll develop safe digital habits that become automatic — you'll know what to question, when to pause, and how to verify before acting.
17
I've already been scammed. Can this course help me?
Absolutely. Many of our students join us after experiencing a scam. The Complete Course helps you:
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Understand exactly what happened and how you were manipulated
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Learn the red flags so you can spot similar scams in the future
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Build comprehensive defenses so it never happens again
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Rebuild your confidence in using technology safely
We include specific post-scam recovery guidance as part of the curriculum. We're empathetic and non-judgmental — our goal is to help you move forward feeling safe and empowered.
18
What if I don't understand something?
We explain concepts as many times as needed, in different ways, until it clicks. That's the beauty of one-on-one learning — we adapt to YOUR learning style. If something doesn't make sense, we'll find another way to explain it. You also have email support throughout the course, so you can ask follow-up questions between sessions anytime.
19
Will I receive any materials I can refer back to?
Yes! You'll receive:
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Printed guides and checklists for each major topic
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A comprehensive reference booklet at the end of the course
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Digital copies of all materials (if you prefer)
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Quick reference cards for common scenarios
These materials are yours to keep and refer to anytime you need a refresher.
20
Is there any ongoing support after the course ends?
Yes! The Complete Course includes a follow-up session 2 weeks after completion. This gives you time to practice what you've learned, and then we answer any questions that came up. After that, you're always welcome to book individual sessions for refreshers or to learn about new topics (standard rates apply). We're here for you long-term.
❓ General Questions
21
Do you offer in-home or online sessions?
Both! You can choose:
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In-home sessions: We come to you (Melbourne & surrounding areas within 15km). Perfect for hands-on learning in the comfort of your home.
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Online sessions: Via Zoom or phone (Australia-wide). Just as effective, with screen sharing so we can guide you through everything.
Many students start in-home and switch to online for convenience, or vice versa. You can also do a combination of both!
22
What if I'm not good with technology?
That's exactly who we help! We specialize in teaching people who feel nervous or unsure about technology. We go at your pace, explain things in plain English, and repeat anything until you feel confident. There's no judgment, no pressure — just patient guidance. You don't need any tech skills to start. We'll teach you everything you need to know.
23
Can my spouse/partner join the sessions?
Absolutely! Having both partners learn together is actually beneficial. You can support each other, discuss what you're learning, and both be on the same page about digital safety. There's no additional charge for a second household member to participate in your sessions.
24
What devices do you teach on?
We teach on whatever devices YOU use — smartphones (iPhone or Android), tablets (iPad or Android tablets), and computers (Windows or Mac). The focus is on YOUR devices, so you're learning exactly what you need to know for your daily life. We don't make you switch to different devices; we work with what you have.
25
Do I need to bring anything to sessions?
Just your device(s) and any questions you have. We provide all training materials, handouts, and guides. If it's an in-home session, we come to you with everything needed. If it's online, we'll guide you through screen sharing so we can see what you're doing and help in real-time.
26
Do you access my accounts during training?
No, absolutely not. We NEVER ask for your passwords or access your accounts. When teaching banking safety, for example, we guide you — YOU implement. You remain in complete control of your accounts and personal information at all times. We teach you how to do things safely; we never do them for you.
27
Can I gift the Complete Course to someone?
Absolutely! The Complete Course makes an excellent gift for parents, grandparents, or loved ones. We provide a beautiful gift certificate, and we work directly with the recipient to schedule their free consultation and customize their learning plan. Many people gift this to older family members who've been scammed or who they worry about online.
28
What areas do you service?
In-home sessions: Melbourne and surrounding areas within 15km radius from the CBD. Travel fees may apply outside this area.
Online sessions: Australia-wide via Zoom or phone.
If you're outside Melbourne but want in-home sessions, get in touch — we're always exploring ways to expand our service area.
29
How do I book the free consultation?
You can book your free 30-minute consultation by:
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Calling us: [Your phone number]
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Emailing: info@safestepsdigital.com.au
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Using our online booking system: [link to booking page]
During the consultation, we'll discuss your concerns, assess your needs, and create a personalized plan. There's no pressure and no obligation — it's just a friendly chat about how we can he
30
What if I have a question that's not answered here?
Please reach out! We're happy to answer any questions you have. You can call, email, or use our contact form. We typically respond within 24 hours. No question is too small or too simple — we're here to help you feel comfortable and confident before you start.