The initial service standards below have been introduced to give you clarity about the service delivery that Student Administration strives for, and what you can expect when you access a service.

Staff are encouraged to review the standards and may give feedback on the delivery of the services against the standards outlined below.

As part of our commitment to continuous improvement, these standards may be revised and adjusted based on staff feedback.  Feedback on the service standards can be given via email to

Further information

A more detailed explanation of the service standards, including dependencies as well as service recipients’ obligations when accessing a service, is available in a downloadable file (PDF, 259kb).

You can also find out more about a range of service improvements being implemented across the University at the Service Excellence website.

Manage student enquiries

Standard to be met at least 90% of the time over one year

  • Enquiries be resolved at first point of contact.

Standard to be met at least 80% of the time over one year:

  • Telephone calls are answered.

Standard to be met at least 90% of the time over one year:

  • Email enquiries will be answered within one business day from March to November and within two business days from December to February.

Manage admissions and selection (Domestic)

Standard to be met 80% of the time over one year:

  • Applications will be assessed and processed by Admissions within 48 hours of receipt of completed application.


Page last updated on 02/04/2020

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