Monash University > Facilities and Services > Monash University Venues > Service Charter

Service Charter

Monash University Venues - Clayton & Caulfield

Monash University Venues provide venue and facilities management to the Monash, local and wider community.

Our service delivery is based around our organisational values of integrity, service, community, teamwork, sustainability and learning. To put these values in practice, we have developed this Service Charter to show our customers our commitment to the values, and to providing quality service. It sets out the standard of service you can expect from us, and also the process for how our customers can communicate how we are progressing against these commitments.

This Service Charter applies to all services provided by Monash University Venues. These services are:

  • Space management and bookings
  • Centrally managed venues
  • Faculty and department venues
  • Grounds
  • Coordination of services
  • University key events
  • Enhance the student experience
  • Market and promote university facilities and services
  • Resource Centre

Our Commitments to our Customers

1. Personalising our service

  • In order to aid customers identify who they are dealing with, all staff will wear name badges and will answer the telephone utilising both their name and service area.

2. Encouraging customer interactions

  • There will be someone available to field enquiries from 9am-5pm, Mon - Fri, and outside business hours and/or weekends via mobile.
  • All staff contact details will be found at www.monash.edu.au/muv
  • We value customers opinions and will provide opportunities for feedback:
    • Through the Monash University Venues website (www.monash.edu.au/muv)
    • In person to any of our service staff
    • In writing to the Monash University Venues ground floor, building 30, Wellington Road, Clayton. 3800.

3. Responding efficiently and effectively
Unless otherwise notified, where we are requested for a response and provided with contact details, we will respond to:

  • Mobiles within 24 hours
  • E-mails within 24 hours
  • Feedback within 48 hours
  • Website information updates within 1 working day of being notified of changes.
  • Wherever possible our service staff will rectify customer problems and complaints on the spot or if unable we will respond in an agreed time between the customer and the staff member.
  • When an appointment or commitment is made we will be punctual or will advise the customer in advance, of any delay in meeting our commitment.

4. Protecting customer privacy

  • We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.
  • We will not give your personal information to any other organisation for their marketing purposes.
  • We will, with your help, keep your personal information accurate, complete and up to date. We guarantee to update any personal information that you bring to our attention.
  • You have the right to inspect the personal information we hold about you.

5. Committing to our promises
We are serious about these commitments. If a customer feels that we have not delivered on any of the commitments outlined in this charter we want to know about it so that we can correct it. We urge customers in this situation to contact us immediately so the concerns raised may be addressed.

6. Reviewing and improving
This charter commenced November 2005, with the first review on 16th January 2006. The charter will be reviewed annually.

Should you have any general questions, or issues regarding our service or this charter please do not hesitate to contact the Monash University Venues, ground floor building 30, Wellington Road, Clayton. 3800.