Student Operations

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Customer Service Charter

This charter explains the standard of service you can expect from Student Operations staff and what to do if you want to provide feedback on the service you have received.

1. We will be helpful and responsive. Queries and messages (eg: phone, email) will be acknowledged within 24 hours (one working day).
2. We will communicate with you clearly and simply, and provide you with accurate and reliable information and services.
3. We will share information with you in an open and transparent manner and will work with you and each other collaboratively to ensure the best solution is reached.
4. We aim to take ownership and resolve your query at first contact. If unable to directly assist you, we will ensure the query is followed up and appropriately resolved.
5. We will let you know who is responsible for resolving your issue. Customer complaints will be resolved within five working days and we will provide you with progress reports if the matter takes longer to resolve.
6. We treat customer feedback with utmost importance and will acknowledge it.
7. We will show courtesy and make every effort to meet your needs.
8. We will keep your personal information safe and secure.
9. We will ensure our environment is clean, safe and accommodating and consider the impact of our services on the environment by using environmentally friendly products where possible.

Customer Feedback

We are committed to improving our service to you and encourage your feedback. Customers can provide a written compliment, comment or complaint on the Student Operations feedback form.