Customer Service

Customer Service Undertakings and Principles of Staff Conduct

Student Services, as a customer service area, undertakes to abide by a set of principles, which indicate acceptable and appropriate service levels and conduct of staff. The following undertakings relate to the standards aimed at in the provision of services to students, and the actions of staff during the course of their work:

We aim to:

• accept responsibility for the customer's enquiry.
• provide the best possible service to students at the time of their enquiry.
• provide efficient and effective complaints management assistance to students.
• always treat all users of our services with respect, dignity and tolerance.
• offer and deliver our services with courtesy, honesty, impartiality, and freedom from prejudice, in doing so, we seek to encourage a sense of trust with our service users.
• treat all information given or obtained as confidential, private and secure, in accordance with the Privacy and Personal Information Protection Act 1998 (NSW)
• inform appropriately when confidences must be breached for overriding legal or social reasons or when there is a danger to the person or others.
• facilitate awareness of personal responsibility and promote self-determination, thus accepting the limits of our competencies and referring to others when appropriate.
• respect the professional competency of colleagues and seek assistance and advice when appropriate.
• uphold the highest level of professional competence possible, and to ensure that ethical behaviour and professional codes are adhered to.
• fulfill all the requirements of our employment conditions and to remain current in our understanding of OH&S, Equal Opportunity and related legislative requirements and policies of the University.