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 the Office of General Counsel 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 95% of the time over one year:
All new matter referrals sent to firstname.lastname@example.org using the Office of General Counsel Briefing Sheet will be registered and acknowledged within 2 business days of receipt including notification of the identity of the Office of General Counsel lawyer assigned to the matter.