The initial service standards below have been introduced to give you clarity about the service delivery that Properties and Facilities 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 ServiceImprovement@acu.edu.au.

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 file, 259kb)

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

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

  • Teaching spaces and student areas will be vacuumed daily, furniture repositioned and rubbish removed.
  • Staff amenity spaces will be cleaned to specification daily.
  • Staff office spaces and internal meeting rooms will have rubbish removed daily and cleaned to specification weekly.

To be fully stocked at least twice a year:

  • First Aid Kits will be provided within the workplace and replenished no less than quarterly.

All maintenance and registration information complete:

  • Ensure that all vehicles are serviced, maintained and cleaned weekly and in accordance with service intervals.

Standard to be met at least 95% of the time over a year:

  • A lodged Concierge Service Request will be acknowledged within 15 minutes of lodgement.

Standard to be met at least 95% of the time over a year:

  • A lodged Concierge Service Request will be acknowledged within 15 minutes of lodgement.

Requests to be completed in timeframes advised to requester at least 90% of the time:

  • A work request will be completed within the timeframe advised to the requester.
Page last updated on 23/01/2020

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