National Access to Services Benchmarks
2.2 NATIONAL ACCESS TO SERVICES BENCHMARKS*
2.2.1 The Higher Education Provider (HEP) must provide an orientation program for all enrolled students.
(a) An orientation program should be accessible to all enrolled students, allowing for those enrolling at different entry points.
(b) An orientation program may provide relevant information to enrolled students in a number of ways. This might be in written or oral form, or by electronic means via the HEP’s website, email, SMS broadcasts or pod casts.
2.2.2 HEPs must ensure that students enrolled in an undergraduate course of study, a postgraduate course of study or who are overseas students are provided with information on how to access:
(a) Health services
These services will include medical and emergency health services, mental health services and health-related counselling. HEPs must not charge students if making a referral to an external provider.
(b) Welfare services
These services will include services to assist with accommodation, financial matters, legal concerns and employment. HEPs must not charge students if making a referral to an external provider.
2.2.3 HEPs must ensure that where they provide health or welfare services directly to enrolled students, trained and qualified staff are engaged to meet the needs of enrolled students.
2.2.4 HEPs must provide enrolled students with access to advocacy officers for services in relation to matters arising under the academic and procedural rules and regulations of the HEP. Advocacy officers should act in the best interest of students and be disassociated from the HEP’s decision-makers in respect of the HEP’s academic and procedural rules and regulations and other staff who administer the HEP’s academic and procedural rules and regulations.
2.2.5 HEPs must consider the varying and differing circumstances of the enrolled student body in determining what would be a reasonable and appropriate level of support at a particular campus. HEPs should consider, but not be limited to, factors such as the student cohort and the campus location.
*Excerpt from: Commonwealth of Australia, Higher Education Support Act 2003, Student Services, Amenities, Representation and Advocacy Guidelines (19 September 2011)
