Qualiopi indicator 9 (delivery conditions): documents to send and expected evidence

A trainee who discovers the training venue the evening before, internal regulations never sent, a beautifully designed welcome guide that stayed in a drawer: indicator 9 sanctions the gap between the information you hold and what the beneficiary actually received. Attached to criterion 3 of the framework (welcome, support, follow-up and assessment), a gap here is classed as a major non-conformity. Here is what the auditor actually checks, the documents that convince, and the mistakes that appear most often in audit reports.

What indicator 9 requires

The official indicator 9 fact sheet requires informing enrolled beneficiaries of the concrete delivery conditions of their course before it starts: venue, schedule, practical arrangements, internal regulations, teaching resources, supervision and assessment methods. After the general public information required by indicator 1, this is a second, later and more detailed round of information, aimed at people who have already signed their agreement or enrolment form.

Two verbs structure the requirement, and auditors use them literally during the interview:

• formalise: the information must exist in writing, not just have been explained verbally over the phone;
• disseminate: the information must have actually been transmitted or made accessible to the beneficiary, which implies proof of transmission.

This foundational indicator applies to all categories of services (training, skills assessment, VAE, apprenticeship). You can place it within the framework as a whole using the table of the 32 indicators, and gauge its real weight with our article on indicators carrying a major non-conformity. Good news for anyone setting up a training organisation: this indicator requires no investment, only a reliable and repeatable document workflow.

What the auditor checks on the day

The auditor takes beneficiary files and checks that before the start of the service, each one actually received:

• the convocation or invitation: dates, times, venue or connection link, equipment to bring — see our dedicated guide on convening trainees;
• the detailed programme of the service and its assessment methods;
• the internal regulations applicable to learners or apprentices, mandatory under the Labour Code — our article on training organisation internal regulations details the expected content;
• the welcome guide or any equivalent document, covered in detail in our guide on the trainee welcome guide;
• conditions specific to the delivery mode: for remote learning, technical prerequisites and assistance — a point directly tied to our detailed obligations on distance learning (FOAD); for apprenticeship, the coordination between training centre and employer; for skills assessments, the reminder of the ethical framework and confidentiality.

Above all, the auditor checks the traceability of transmission: a dated dispatch email, a read receipt, a signed welcome-guide acknowledgement, or a checked box during online enrolment. A beautifully written welcome guide that was never sent is worth nothing at audit — this is the point where organisations lose the most points on this indicator.

The service-entry kit: the centrepiece

The central piece of evidence for indicator 9 is not a single document but a standardised four-piece kit, sent systematically before every course starts. Building it, step by step:

1. Build your service-entry kit: standard convocation, welcome guide, internal regulations, programme. Four documents, one graphic template, dated versions.
2. Standardise the dispatch: a standard “your course is about to start” email, triggered systematically from your management tool, with attachments or links to the documents online.
3. Track receipt: a read receipt, a requested reply, or the beneficiary’s signature on the first day (a “documents provided” attendance sheet works very well).
4. Adapt by delivery mode: add technical prerequisites, the connection link and the assistance contact to the remote-learning kit; add the training-centre/employer schedule to the apprenticeship kit.
5. Update the internal regulations whenever your premises or delivery arrangements change — a copy-pasted set of regulations mentioning premises you do not have undermines the whole file.

Automating this workflow is not just an audit convenience: the clarity of information given before someone starts a role or a course is a documented determinant of how well they adjust afterwards. A meta-analysis by Bauer, Bodner, Erdogan, Truxillo and Tucker, published in 2007 in the Journal of Applied Psychology and covering 70 samples of newcomers, shows that role clarity and information received beforehand strongly condition satisfaction, commitment and intention to remain in the programme. A beneficiary who knows precisely where, when and how their course takes place is less likely to drop out in the first few days — a direct link to the dropout prevention assessed under indicator 12.

The evidence that passes the audit

Here are documents actually presented at audit and judged convincing for indicator 9:

• The standard “starting your course” email, dated, with its attachments (convocation, programme, internal regulations, welcome guide).
• A read receipt or a timestamped acknowledgement checkbox, for online enrolments.
• A “documents provided” attendance sheet, signed by beneficiaries on the first day of the course.
• Up-to-date internal regulations, consistent with the premises and delivery arrangements actually used.
• The specific remote-learning kit: technical prerequisites, connection link, assistance procedure in case of a problem.
• The training-centre/employer schedule sent to the apprentice and their employer, for organisations preparing apprenticeship courses.

The mistakes that cost a major non-conformity

Gaps found on indicator 9 tend to look alike from one audit report to the next:

• documents that exist but were never sent: a well-written welcome guide and internal regulations, but no trace of dispatch on file;
• incomplete convocations, with no precise venue, no times, or no indication of equipment to bring;
• generic internal regulations, unsuited to the actual premises or delivery arrangements used;
• remote beneficiaries not informed of technical prerequisites and assistance arrangements;
• information sent after the service has started, which is out of time under the framework;
• undated, unversioned documents, impossible to place in time during a later check.

Each of these mistakes can be fixed within days if you start from your existing programmes. An honest Qualiopi self-assessment, indicator by indicator, remains the best way to spot an incomplete service-entry kit before the auditor does.

What changes with the 33-indicator framework

Decree n° 2026-728 of 1 August 2026, published in the Official Journal on 4 August 2026, moves the National Quality Framework from 32 to 33 indicators as of 1 November 2026, without renumbering the existing indicators. Indicator 9 therefore keeps its number and content in the new version of the framework: the service-entry kit presented here remains valid after that date.

Take action

Indicator 9 can be prepared in a few days if you start from your existing programmes: a standardised service-entry kit, an automated dispatch workflow and systematic proof of transmission are enough in most cases. The Complete Kit Certif (€297, 14-day guarantee) includes the convocation, welcome guide and internal regulations templates, plus the expected evidence for the 32 indicators. The ebook “Setting up your training organisation in 30 days” (€67) helps you build this workflow from day one, and the Full Pack (€347) combines both.