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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.

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The DUSA Advocacy and Support Service (SASS) provides students with assistance, information, referrals, and support across a range of academic, financial wellbeing, welfare, and personal matters.

While Deakin College and DUELI students are not eligible to access advocacy support, they may access Financial Wellbeing and Welfare services if they are current financial members of DUSA.

As an independent service, SASS operates within a framework that recognises both the rights and responsibilities of students who access the service.

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.
  • Expect staff to respond to email queries/correspondence within 24 - 48 hours (next working day if outside of standard business hours).
  • 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/letters/other documents you have previously submitted to us. You can formally request access to other information held by DUSA by making a formal request to the Student Advocacy & Support Service Manager.
  • 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.
When accessing Advocacy assistance, you have the right to:
  • Access impartial advice and information. Advocates will provide you with advice about your options so you can determine the best course of action and/ or provide referrals to other appropriate services.
  • Request an Advocacy appointment that best suits your individual needs: in person at our Burwood or Geelong Campuses, or by phone or Zoom. Appointments will occur within 3 working days (off–peak period) or within 5 working days during peak periods (end of each Trimester after results released
  • Advocacy support at a review meeting or hearing, where you provide at least 2 working days’ notice.
When obtaining Financial Wellbeing and Welfare Support, you have the right to:
  • Access information and referral on financial matters and support with welfare and wellbeing matters.
  • Request a Financial Wellbeing appointment in the format that best suits your individual needs, in person at our Burwood or Geelong campuses, or via phone or Zoom. Appointments are typically scheduled within two weeks of your initial contact date.
  • Expect access to welfare programs within a reasonable timeframe or referral to other appropriate support services.
In accessing SASS programs, 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).
  • Notify the service should you be unable to attend the scheduled appointment.
  • Ensure you are not under the influence of drugs or alcohol during appointments.
  • Ensure you are in a safe and private environment for your appointment. An appointment may be rescheduled if you are driving or on public transport due to safety and privacy.
  • Communicate in a polite, respectful, and constructive manner by listening actively and recognising the roles, expertise, and professional boundaries of staff members, refraining from inappropriate or disruptive behaviour, and contributing to a safe and positive environment for all.
  • Treat all property associated with DUSA with care and respect, including staff belongings, shared resources, and university facilities, and must not damage, misuse, remove, or interfere with these items.
To receive the best service from SASS, we recommend students:
  • 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 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).
Failure to comply with service requirements will be considered in accordance with the Managing Student Responsibilities and Service Engagement Procedure.

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