Service Charter

Purpose

The purpose of the Service Charter is to provide a statement of what our clients can expect by way of services provided by Campus Service Office. It sets out expectations in relation to performance.

 

Who we are

CSO was established in 1993 to provide a wide spectrum of quality services to the campus community.

 

Our vision

Support the University mission by enhancing campus life.

Our Role

  • Pro-active management and administration of on-campus commercial outlets. This includes catering facilities, bookstore, supermarket and hair salon;
  • Monitoring of the operation of Conference Lodge and UniLodge, management of the Distinguished Guest Lodge and Mailroom;
  • Management and administration of the University's official vehicles, staff bus, shuttle bus & public transport;
  • Management of standard office supply, such as stationery and papers;
  • Provide administrative support to the University Staff Association.

 

Our Service Standards

Our service standards describe the level of service excellence we aim to deliver. When we serve you, we will:

  • Treat you with courtesy and respect
  • Clear, accurate and timely information
  • Be fair, open and reasonable
  • Refer you to an appropriate office

 

Feedbacks

We will aim to respond to all feedback and enquiries within one working day. For serious or emergency enquiries we will give an immediate response.

 

We value your compliments, complaints and suggestions. These could be:

  • about a positive experience you have had;
  • a comment or suggestion on how we can improve our services to you;
  • a complaint if you are not satisfied with the service you have received, or feel you have not been treated fairly and reasonably by us or by someone delivering services on our behalf.

You can give us this feedback by:

  • Smart phone or tablet using the new apps to be launched in summer 2015;
  • Telephone;
  • Contact in person;
  • By email.

 

You can help us deliver our service

  • treat our staff with courtesy and respect, being honest and reasonable during your dealing with us;
  • provide us with all information we request within the specified timeframe;
  • provide the reference number of your application if you are contacting us regarding an application.

 

Review of the Charter

CSO is committed to evaluating and reporting on its performance. We welcome feedback on our performance in achieving the standards outlined in this Service Charter. We undertake to review our Service Charter on an on-going basis and ensure it is consistent with our strategic plan and community needs.