Charles Sturt University
Charles Sturt University

Service Charter

Division of Student Administration Service Charter

Vision

To contribute to the attainment of the strategic objectives of the University by providing effective, client orientated and sustainable systems.

Mission

To provide services to the University community that are of high quality, customer orientated, effective and efficient. To recognise our customers as our primary focus, while acknowledging the contribution of Student Administration Staff as our most valuable asset.

Structure

The Division of Student Administration is comprised of the Admissions Team, Client Services Team, Partners & Pathways Team, Operations Team, Innovation & Training Team (including the Division Support Team) and the Student Systems Team. Each Team reports to the Office of the Executive Director.

Our Core Services

Admission: Processing applications to admit eligible applicants to on-campus and distance courses at undergraduate and postgraduate levels.

Administration: Maintenance of student records, processing of student requests, coordinating enrolment related activities and responding to student enquiries. Administration of student ID cards, timetabling, and HELP schemes. Implementing and ensuring compliance with academic regulations and University policies.

Advisory: To support both students and CSU staff through advice and assistance in relation to our core services.

Data Collection and validation for Commonwealth reporting.

Examinations: Provision of an examination service for faculties and students including the coordination of remote examination centres.

Graduation: Identification and certification of graduating students as well as the coordination of graduation ceremonies and graduation related services.

Systems Maintenance and Development: Continual development and enhancement of systems to meet the information and processing needs of staff and students.

Our Service Commitment

We are committed to pursuing quality, excellence and continuous improvement in all of our activities to achieve efficient and effective service orientated processes. We are committed to provide a positive and supportive working environment for our staff to enable them to achieve these objectives.

We will treat all customers and colleagues with courtesy and fairness and cultural diversity will be respected. We will provide professional, helpful and reliable services. We will follow up on enquiries that cannot be answered immediately and observe privacy and confidentially in all of our dealings.

We are committed to resolving all issues promptly and effectively.

Where a query requires information or decisions from sources outside Student Administration, there may be delays beyond our control. Unless otherwise specified if we cannot provide a response to such queries within three (3) working weeks from receipt, we will communicate to you the progress of your query.

Feedback

Feedback is encouraged and welcomed. It allows us to measure our performance against our Charter, while your feedback and suggestions will be used as input to the planning processes and to improve our services. You can provide us with feedback by:

Further Information

Executive Director
Division of Student Administration