Campus Central Service Commitment
Campus Central is a key service provider on all UniSA campuses. It is a team-based, continuous improvement environment, which assists and supports study life and campus experiences by delivering a broad range of student and academic services to a variety of customers, particularly UniSA students. As professional service providers, Campus Central staff members are committed to ensuring our students receive best practice, high quality service - Campus Central CARES about Students.
Contactable
First point of contact for our students' queries
- As the first point of contact we do our best to answer your query thoroughly in the first instance. If we do not know the answer straight away we will find it.
- Referrals will be kept to a minimum but when one is required it will be done effectively so that the student does not need to repeat themselves.
Accessible 24 hours a day
- We are open 8:30am to 6:00pm Monday to Friday to provide assistance in person.
- Our systems ensure students can phone, fax or email us after business hours.
- The 'Ask Campus Central' website enables students to have access to the answers of our most frequently asked questions.
Available on all campuses
- We use adequate signage and our services and contact details are easy to locate on the Campus Central Website.
Acknowledging
Respond to all queries within 24 hours (1 business day)
- We acknowledge the query, keep the student informed of its progress and notify them when it has been resolved.
Provide professional yet personalised service.
- We greet all students and staff and are attentive to our customers' needs
We will seek, listen, and respond to feedback
- We genuinely listen to feedback and use this information to challenge ourselves and improve the service we provide. We review and measure our service performance on a regular basis and make continuous improvement a key focus.
- We pass all feedback onto relevant parties and endeavour to acknowledge
and thank the provider of that feedback
Responsible
Take responsibility for resolving student queries
- We take ownership of queries and pride in the information we provide.
- We provide answers by utilising our knowledge, and sourcing information, resources and documentation from other service providers, administrative units or schools.
- The staff member who receives the query follows it through.
Remember our students
- We deliver what we promise. We maintain regular communication with our students to ensure they are well informed and aware their query is being attended to.
Ethical
Treat all students and each other with respect
- We acknowledge and actively listen to all students and staff.
- We respect diversity and ensure processes and practices are equitable.
- We are always friendly and helpful.
Understand and help with University policy and guidelines
- We are well informed regarding University policy and guidelines and happy to assist with enquiries in this area.
Service Driven
Provide accurate information and advice and do things right the first time
- We use our specialist knowledge of student administration and campus life to answer questions and give support and assistance to make our students' time at UniSA a rewarding experience.
- We continually develop our skills, enabling us to provide students with the best service and advice possible.
Identify ourselves as Campus Central employees
- We take pride in our appearance and always wear our name badges. We provide our name when answering phone calls and responding to emails so our students always know who they are talking to.
Proactively build relationships with our students
- We take our services to our students and talk to people about life as a student and their experiences with UniSA and Campus Central.
Enthusiastic and passionate about providing high quality service
- We are service professionals and strive to provide best practice
customer service on every occasion. We are approachable and committed to
supporting the student through their academic career at UniSA.
Your feedback is very important to us and we would like to know if we are satisfying our service commitment and how we can improve.
If you have time please visit our Campus Central website, to complete the Customer Service Survey and tell us what you think.
If you feel we haven't delivered the best service possible you can tell us using our complaints register.
Need advice? Ask Campus Central