Commitment to service

Student Central staff are committed to supporting you in achieving the best university experience during your time at The Australian National University.

We understand that your success is achieved within an environment that includes accessible and supportive administration and services. Our team of knowledgeable staff is committed to providing you with high quality support, guidance and advice at times when you need it to help you make informed decisions. It is important to remember that there are a number of things you can do to help ensure that we provide the best possible advice and service to you.

We will work with you to understand your individual requirements and inform you of your options based on your rights and responsibilities, so that you have more time to spend on your studies and enjoy the ANU experience. We are committed to providing administrative support and services when you need them - in person, over the phone, online, by email or with other self-service options.

We also value your feedback and are always looking for ways to improve our services. Your suggestions are always welcome.

Our service commitment to youYour responsibilities
Treat you in a friendly, respectful and professional mannerTreat our staff and other students with courtesy and respect
Provide complete, accurate and timely information including where University and external rules applyProvide us with complete and accurate information as well as your correct name and student ID
Provide you with easy access to information and services when you need themBecome familiar with and regularly check online information so you know about upcoming deadlines
Listen carefully and take the time to fully understand your requirements so we can confidently explain to you next stepsListen carefully and respond appropriately to the information and advice we provide
Use email only when important information or notices need to be brought to your attentionCheck and read your ANU email regularly and respond where you need to
Attend to your emails, phone calls and face-to-face enquiries as quickly as possible during operating hoursContact Student Central or your ANU College office after trying to find an answer to your question from the online information provided
Complete actions requested by you at the point of contact, where ever possible, and take your enquiry through to resolutionHave relevant information available to complete a request for assistance or enquiry at the time of contacting our staff
Help you access more specialised advice or alternative services, if you need themAppreciate that the assistance you need may not always be available at your first point of contact
Advise you when you can expect an enquiry to be resolved and provide regular updates if there are unexpected delaysAdvise Student Central or your ANU College office of any changes in your personal circumstances which may impact on resolving your original enquiry
Expand your University experience by helping you to use available resources confidently in the futureUnderstand that some advice or decisions may not result in the outcome that you may have wished
Inform you of the reason for a decision or University action and your subsequent rights and responsibilitiesTalk to us if you are not happy or disagree with a decision and make yourself aware of your rights and responsibilities
Provide you with an opportunity to improve our services through feedback and undertake to make improvements that meet both student and University goalsProvide positive as well as constructive feedback about our services that will assist us in making improvements for all students


Advisory information