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Student rights and responsibilities

The DUSA Student Advocacy and Support Service (SASS) provides students with assistance, information, referral and support on a range of academic and personal matters. SASS is an independent service, students who access the service have a number of rights and responsibilities.

You have the right to:

  • A safe, supportive and confidential meeting space to discuss your circumstances and concerns.
  • Professional, courteous, and respectful interactions with experienced staff regardless of age, disability, cultural and linguistic background, gender identity, sexual orientation, socio-economic status, and religious or spiritual beliefs.
  • Access impartial advice and information. Staff will provide you with advice on the best course of action and/ or referral.
  • Expect staff to respond to email queries/ correspondence within 24 hours (next working day).
  • Request an appointment that best suits your individual needs: in person at our Burwood or Geelong Campuses, or by phone, Skype or email. Appointments will occur within 3 working days (off–peak period).
  • Attend a phone, in person, or group appointment during peak periods (end of each Trimester after results released) within 5 working days.
  • Advocacy support at a hearing (phone or in person), where you provide at least 2 working days’ notice.
  • Confidentiality and privacy of your personal information within the limits imposed by the law and our duty of care to students.
  • Access your personal information. Staff can provide copies of forms/ other documents you submitted to us, copies of letters already sent to you, such as Faculty Outcome letters etc. You can formally request access to other information under the Freedom of Information Act 1982 (FOI Act).
  • Make a complaint about the service and expect that this complaint will be investigated appropriately and the outcome communicated to you.
  • Provide feedback regarding our service either directly to staff or through feedback forms/ surveys and/ or other quality improvement processes we may implement.

You have responsibility to:

  • Ensure you arrive on time for scheduled appointments. Contact us as soon as possible if you need to change an appointment time or are running late (if you are more than 15 minutes late we may need to reschedule your appointment).
  • Ensure you are not under the influence of drugs or alcohol during appointments.
  • Ensure you are respectful of others, including SASS and DUSA staff, students and broader university staff.
  • Respect DUSA property.
  • Provide us with relevant information regarding any special needs/ access requirements.
  • Provide accurate information and documentation in order to receive the best advice, referral and service.
  • Commit to and undertake any agreed actions/ tasks suggested by SASS staff in a timely manner, such as scheduling an appointment with specialist support staff, writing a letter, sourcing documents or speaking to University staff.
  • Provide additional information/ documents if requested by staff, in a timely fashion, so we can assist you to the best of our ability. Inform us of any developments in your case, as soon as possible, such as further University or external correspondence received (preferably via email – including any relevant attachments).

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