Support Central

Support Central - Frequently Asked Questions

Study Materials

When do I receive my study material?
Despatch of study materials usually commences in early January for Autumn Session, June or July for Spring Session, and November, April and August for Trimester subjects. Usually you should receive your material in one package for all your current subjects. Mailing of packages is based on availability of study materials at the time despatch commences. Despatch of materials for Autumn and Spring Sessions can take four weeks or longer.

How are study materials sent?
Study materials are sent as parcels via Australia Post. Parcels for overseas students are sent either by airmail directly to students or to coordinators, depending on the course. Parcels are sent by courier to students studying through the CSU International Office.

How can I tell if my materials have been mailed to me?
You can tell if your study materials have been despatched by going online through my.csu as follows. (Note: To access your details you will need your username and password. If you do not have this, call the I.T. Service Desk on 1300 653 088.)

The first box in the table - 'Date' - gives you the date that your Distance Education study materials were despatched to you. If there is a number '1' but no date, this means that the package has been, or is in the process of being allocated. If there is no '1' and no date, no study materials have been despatched.

My study materials were despatched two weeks ago but I haven't got them, what do I do?
CONTACT YOUR LOCAL POST OFFICE FIRST. If you have no luck, contact the Student Services Support Central.

I've had a re-direction order on my mail, but my study materials haven't arrived. What do I do?
Generally, Australia Post does not re-direct parcels as it deems that parcels are not mail. If you request a re-direction for parcels as well as mail Australia Post may impose a fee.

What do I do if I need my study materials early?
Email your request for early despatch of study materials to Support Central. You must have valid reasons (example: going overseas) for requesting early despatch. If the material is available at the time, approved requests are processed. The email address is studenthelp@csu.edu.au.

How can I tell if I have received all the study materials for a subject?
Each Subject Outline has a page containing 'Mailing Information'. It is opposite the Contents page. Check what is contained in the list with what you have received. If you have checked and something seems to be missing, contact the Student Services Support Central.

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Assignments

How do I check if my assignment has been received, or sent back to me?
You can check if your assignment has been received or sent back online through my.csu as follows: Note: To access your details you will need your username and password. If you do not have this, please call the I.T. Service Desk on 1300 653 088

For the date your assignment was received, click on the relevant assignment number and check the 'Received' column for details.

For the date your assignment was returned, click on the relevant assignment number and check the 'Returned' column for details. If the 'Returned' column is blank then your assignment is still with the Subject Coordinator/Marker. Or You may check by telephoning the Student Services Support Central.

How can I check to see what mark I may have got?
Contact your Subject Coordinator/Marker and he/she is the only person who keeps a record of assignment marks. EASTS assignment marks do not appear online.

How do I get an extension to an assignment due date?
Only Subject Coordinators or their nominees within the teaching School can grant extensions to assignment due dates.

I submitted my assignment by FAX, who do I contact to see if it's been received?
Contact 02 6933 2597 FOR THIS ENQUIRY ONLY.

One of my assignments was a 'take home test' and I haven't had it returned to me?
Assignments of 'take home test' type are usually not returned. To find the mark you will need to contact your Subject Coordinator.

Cover sheets

What do I do if I've forgotten to attach the cover sheet?
Contact the Assignment Section on 6933 2597 with the full details.

What if I've attached an incorrect cover sheet?
Contact the Assignment Section on 6933 2597 with the full details.

I've changed my address, what do I do about assignment cover sheets?
Change the address on the unused cover sheets. We do not provide new ones unless you have lost them, or they have been destroyed. Replacements take some time to produce. If you have already submitted assignments, and they have not been returned to you before you changed your address, contact the Subject Coordinator/Marker to see if he/she can amend the address on the coversheet.

One of my assignments does not have a cover sheet supplied, what do I do?
Make a cover sheet of your own design, showing your student number, name, address, post code, subject code and assignment number. Never use a cover sheet for another subject or another cover sheet for the same subject. It is your responsibility to ensure you attach the correct cover sheet to the correct assignment, please take extra care when doing this.

What do I do about cover sheets when submitting via EASTS?
You do not need to use your cover sheets when submitting via EASTS. The EASTS system prints out your assignment and automatically generates a cover sheet with your full details and the time that your assignment is received. The assignment is then sent to your lecturer who will mark and comment on your work then return it to you by post.

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Residential Schools

How do I know the dates and times of my residential school?
You will receive information on a pink form that accompanies your study materials. Dates, campuses, venues and starting times are provided, and whether the school is optional or compulsory

What happens if I fail to attend a compulsory residential school?
If you were not granted exemption and failed to attend, you will be asked to show cause why you should not be withdrawn from the subject, perhaps with a fail grade. If this occurs you will still be liable for the HECS fee, or the full fee, for the subject.

I have a timetable clash for my residential schools, what do I do?
Contact your subject coordinator as soon as possible.

When does my residential school finish?
The Subject Coordinator prepares the full residential school program. Usually the program is provided in the Subject Outline, or by letter, or by subject forum. Please contact your Subject Coordinator if the finishing time has not been stated.

I will be arriving after the Accommodation Office has closed, what do I do?
Contact the Accommodation Office beforehand, and you will be given advice/instructions. If it's an unforseen problem, eg your car breaks down, contact Security at the appropriate campus.

What happens if I need to leave early?
Contact your Subject Coordinator and advise accordingly. If you have to depart due to an emergency, eg family crisis, ask a colleague to inform the Subject Coordinator, or contact the Subject Coordinator as soon as you possibly can. NB. Travel arrangements are generally not seen as acceptable reasons for departing early from a compulsory school.

I don't have private transport, how do I get to the campus?
You are responsible for organising your transport. All campuses can be reached by air, rail and coach from major centres. NB. It may pay to book early, particularly if travelling by air. If you contact the appropriate Student Services, and give them at least one day's notice, arrangements may be made to collect you from the airport, bus terminal etc.

Can I bring a family member with me?
This can usually be accommodated, but contact the Accommodation Office as soon as possible for advice and instructions.