Our Service Model
We operate from a self-help paradigm, where we seek to empower and equip students to deal with their matter themselves via the provision of policy and strategic advice, and feedback. In some instances, such as for formal University hearings, we also provide advocacy and representation.
We see building students’ capacity to negotiate the systems and processes involved in a University education, as part of that education.
The Service is primarily delivered by four full time professional advocates, and a Student Services Officer. The Service is available to over 60 000 enrolled students, so the demand on our Service can be extremely high at times. For this reason, and to ensure everyone seeking assistance gets the most appropriate and timely assistance, we use the following process:
- To get the ball rolling, you can either:
- contact us via the form below and you will receive a response within one working day; OR
- attend a 10-15 minute consultation during our Drop-in Clinic between 2-4 PM Monday to Thursday on Level 4 Union House at the Parkville campus.
The first contact allows us to provide immediate preliminary advice, and if necessary, to assess the best way to provide further assistance to you. For this reason, providing detailed information regarding your issue, the steps you have taken to resolve it to date, and including as much relevant documentation as possible will assist us to respond quickly and effectively. Relevant documentation may be letters that your faculty have sent you, copies of emails or other correspondence, and/or support documents from a health care practitioner, psychologist or counsellor.
If you are responding to a notice from the University, or submitting a complaint/grievance, in the first instance we may provide you with preliminary advice via email to assist you to begin a rough draft. We can then review and provide feedback on this over email in order to make best use of appointment times.
Depending on your situation, needs and preferences, and our availability – we can provide advice via email, instant chat, face to face, or telephone.
We close for some public holidays and over the Christmas/New Year break.
We are currently experiencing a very high demand on the service, so we are encouraging students to make a start on drafting written submissions in the first instance, which we can then provide feedback on.
If you are contacting us because you have received a Show Cause notice to attend a meeting, or wish to appeal a decision made by this Committee, you should read the advice and information on our Show Cause/CAPC website which relates to this process before filling in the form below.
The first thing you need to do is make a start on your submission, because the most effective way for us to provide you with timely feedback is over email.
In order for us to assist you we will need to see a copy of your Student Record Card and the CAPC Report (for appeals). You should receive a copy of your Student Record Card around the same time as the invitation, quite possibly in a separate email within three business days of your invitation, however if you haven’t received a copy within this time, and have a deadline for a submission that will not allow you sufficient time to review this, you can request a copy by emailing the Academic Progress team.
Once we have received your draft submission and the relevant paperwork we will be best placed to provide you detailed feedback via email and discuss how we can assist you prepare for a hearing.
Once you have submitted the paperwork, and after you have utilised the resources outlined above, if you have any remaining quick questions about this process you may visit our service for a 10 minute consultation between 2pm – 4pm, Monday – Thursday. Please note there may be some delays in speaking to someone as this is an incredibly busy time of semester for the service.
Please don’t forget to hit submit when you have filled out the form! You should receive a confirmation email after successful submission.