Campus phone call management project

Until Friday 9 April, we will be trialling a new call management arrangement for concierge calls from students, staff and the public, and you may notice some changes. This trial is part of a wider telephony project and will inform the future design of ACU phone call management.

During this period, when you call the concierge numbers, you will be prompted to select from one of the following four options:

  • Option 0: for a medical or security emergency
  • Option 1: for future, current and past student enquiries, which will go to the AskACU team
  • Option 2: for staff with new or existing Service Central requests, which will go to the Service Central team
  • Option 3: for all other enquiries, which will go to our triage team where you’ll be connected to the right person, including campus concierge.

All other concierge services are business as usual. Staff are available to help you both at the concierge reception desk and on calls directed to them from Monday to Friday, 9am-5pm local time.

You can send any feedback on this trial, or questions about the trial and why we’re changing our approach to phone call management, to ServiceImprovement@acu.edu.au.

Thank you for your patience during this pilot.

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