Service Standards

The introduction of service standards across Corporate Services is part of ACU’s commitment to supporting high levels of customer service in alignment with the Service Matters Framework.

The initial service standards below have been introduced to give you clarity about the service delivery that Human Resources strives for, and what you can expect when you access a service.

Staff are encouraged to review the standards and may give feedback on the delivery of the services against the standards outlined below.

As part of our commitment to continuous improvement, these standards may be revised and adjusted based on staff feedback.  Feedback on the service standards can be given via email to Service.Matters@acu.edu.au

Further information
A more detailed explanation of the service standards, including dependencies as well as service recipients’ obligations when accessing a service, is available in a downloadable file (PDF, 259kb).

You can also find out more about a range of service improvements being implemented across the University at the Service Excellence website.

Standard to be met at least 90% of the time over a year:

  • A request for HR policy-based advice is resolved, or its priority for resolution established and communicated, within 24 hours of request.

Standard to be met at least 98% of the time over a year:

  • Payment of fortnightly salaries will occur on the communicated dates.
  • Employment records will be maintained with submitted information as received by the fortnightly payroll cut-off time to pay salaries to staff and students.
  • Online timesheets, which are approved, and covered by a valid employment contract, will be processed in the next available payroll fortnight end process.

Standard to be met at least 90% of the time over a year:

  • A job offer/contract will be sent to the successful candidate within two working days of receiving complete approval from the hiring manager.

Standard to be met at least 90% of the time over a year:

  • A job offer/contract will be sent to the successful candidate within two working days of receiving complete approval from the hiring manager.