Customer service standard

CSE Student Services

UNSW Computer Science and Engineering Student Services

The Computer Science and Engineering Student Services Group are committed to customer service excellence through the provision of high quality services to students, staff and the public, and through the implementation of unique and innovative information technology solutions to administrative systems.

Quality of Service

We will:

  • Provide you with thorough assistance
  • Explore the issues in depth
  • Take initiative to help you solve problems
  • Implement changes for continual improvement of services
  • Provide one-on-one consultations if you request it


Prompt and Efficient

We will:

  • Respond within 24 hours to your emails
  • Process admission applications in 1-2 days
  • Provide you with prompt face to face service with reasonable waiting times
  • Meet all student administration and academic requirement deadlines


Fair and Consistent

We will:

  • Be sensitive of your needs
  • Use discretion and confidentiality where appropriate
  • Explain decisions that are made
  • Consistently apply UNSW policy to ensure equity
  • Ensure that people with disabilities have access to our services


Friendly, Helpful and Respectful

We will:

  • Be polite, plain speaking, and we will listen to you
  • Help you navigate the policy and procedures at UNSW
  • Respect cultural and religious diversity
  • Personally link you with other work units and services at UNSW


Service Improvements

We will:

  • Accept immediate feedback from you with prompt action to correct any mistakes
  • Provide you with opportunities to give us feedback
  • Ensure our staff have the necessary skills and training to provide a better service to you


Information Technology

We will:

  • Ensure that the UNSW Computing website is up to date and contains advice you will find helpful
  • Ensure that all forms are available online
  • Ensure that all online services are working correctly
  • Use information technology where possible to limit the need for printing and signing forms