Monash Connect customer service standards

  • Our aim is to maximise every face-to-face contact, offering you easy and effective solutions.
  • When calling Monash Connect, we aim to provide an excellent level of service that explains options and makes it easy to achieve the best possible outcome.
  • All our online and email engagement with you through Monash Connect should enhance your experience at the University.

Our service commitment to you

Monash Connect is an innovative new service making it quick and easy for you to move through administrative processes and access information, so you can focus on your study or research at Monash.

Our friendly and professional Monash Connect team is here to work with you. We aim to provide you with the highest quality of service to enhance your student experience.

To achieve this goal, we have a series of protocols that exemplify best practice customer service. We strive to follow these principles in every face-to-face phone, online and email engagement with you.

Here is our commitment to you and all Monash students:

  • We will take ownership of your enquiry, and help you see the solutions available to you. We will listen carefully to ensure we understand your query, and why it's important to you.
  • We will work through the resolution with you, providing timely and accurate information and service, and make sure you're clear on the next steps. We will keep you informed of the progress of your enquiry, and help to expand your knowledge of options and processes.
  • We will empower you to make the most of the resources available to you, by demonstrating the use of various pathways and information sources, so you can use them with confidence in the future.
  • We will always try to resolve your enquiry in the first instance - but if more specialised advice is required from service partners or colleagues, we will engage with them and link you to the appropriate expert to take your enquiry through to resolution.
  • If we're unable to meet your request, we will explain the reasons why, and ensure you understand the options and solutions available to you.
  • We will take your feedback on our services seriously, and use this information to continually improve and enhance our service.

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