ACU’s one number is now live

The 1300 ASK ACU (275 228) number is now the single, public-facing telephone contact number for the university.

This means that the campus reception numbers have ceased to operate as public-facing contact numbers for ACU, and calls to these numbers will now be automatically redirected to 1300 ASK ACU (275 228). The campus reception desks are still in operation.

Information about further changes to campus reception desks will be published in future editions of the Staff Bulletin.

What happens when I call 1300 ASK ACU (275 228)?

You will be asked to select from the following menu options:

• ‘If you are a current or past student or would like assistance accepting your offer to study at ACU, press 1’ – You will be put through to AskACU.
• ‘If you are enquiring about course information or want to know how to apply to study at ACU, press 2’ – You will be put through to the Future Students team.
• 'If you are an ACU staff member, press 3’ – You will be put through to the Service Central team.
• ‘For enquiries that are not student or staff related, press 4’– You will be put through to the Service Central team.

These changes to call management are part of a broader Telephony Project, as outlined by the Chief Operating Officer last month.

What these changes mean for staff

Here’s how common staff enquiries may be affected:

• I want to speak directly to AskACU regarding a student-related enquiry – No change, you can continue to call the AskACU dedicated staff priority line via extension 8282 (03 9230 8282).
• I want to speak directly to Service Central regarding a service request/enquiry – No change, you can continue to call Service Central via extension 7272 (07 3623 7272).
• I have a facilities enquiry – Instead of calling the campus reception numbers, you can call 1300 ASK ACU (275 228) and follow the prompts to be directed to the right team, who will triage and respond to your query. Alternatively, visit the Service Central portal 24/7 to make a request or call extension 7272 during business hours.
• I want to enquire about a campus service, or I have a general enquiry – You can call 1300 ASK ACU (275 228) and follow the prompts to be directed to the right team, who will triage and respond to your query.
• I want to phone/be connected to another ACU staff member – No change, you can search for staff contact details via the ACU Staff Directory or by searching and connecting to that individual via Microsoft Teams.
• I want to contact Campus Security or I have an emergency – No change, you can contact Campus Security via extension 8888 or 1300 729 452, or use the SafeZone app to contact the National Security Centre directly (in a life-threatening medical situation, call 000).
• I want to contact a specialist area (eg Library, Medical Centre)? – No changes, the current telephony arrangements for these specialist areas remains in place.

What these changes mean for students

Students will experience minimal changes. They will continue to use the 1300 ASK ACU (275 228) number and follow the ‘press 1’ option to reach AskACU.

A key improvement to the student caller experience is the new option to request a call back during busy times. Rather than waiting on hold, students will be able to request that AskACU staff call them back once they have reached the front of the queue. This will also be available for prospective students enquiring about course information or how to apply to study at ACU.

More information

You can ask any questions about the project and share your experience when calling the 1300 ASK ACU number by emailing the Service Improvement team at ServiceImprovement@acu.edu.au.