MRO Service Charter

Introduction

The Monash Research Office (MRO) Service Charter details the values of the MRO and the level of service the MRO is committed to providing the Monash research community.

Who we are

The Monash Research Office upholds the principles of the Impact 2030 Strategic Plan by providing exceptional administrative support to the Monash research community. We provide support throughout the lifecycle of research, from application through to completion.

We are a dedicated team of professionals providing service to all stakeholders within the Monash research community including:

  • Monash academic staff.
  • Monash professional staff supporting research, including Faculty Research Offices, Research & Revenue, Advancement, the Office of the General Counsel, and other university portfolios.
  • Research leaders (e.g., ADRs, Directors, Office of the DVCR).
  • Current and future external funding agencies and industries.
  • Professional staff and researchers from other national and international universities and research institutions.

Our valuesmro staff

We aim to be:

  • Accessible
  • Accountable
  • Respectful
  • Ethical
  • Knowledgeable
  • Professional

Our service commitment to you

Our dedicated and professional team will work with you, assisting you to obtain, manage and acquit your research funding.

Here is our commitment to you and the Monash research community:

  1. We will take ownership of your enquiry, ensuring that you are aware of your options and opportunities for resolution.
  2. We will provide you with accurate and timely information, including:
    • clarity on next steps
    • progress of your enquiry through the MRO; and
    • any relevant timeframes.
  3. We will provide automated solutions to improve your research journey, providing quick and easy access to information relevant to your research enquiry.
  4. We will provide careful instruction and guidance to empower you to make the most of the resources available to you, like Pivot RP, online forms and Pure.
  5. If we cannot resolve your enquiry immediately, we will provide you with an accurate timeframe in which to expect resolution.
  6. If we are unable to resolve your enquiry, we will be clear about why, what options you have and where you might find the right person or team to help you.
  7. We will continue to innovate, ensuring that wherever possible, our systems will be integrated and online to avoid re-entry of information or resubmission of forms.
  8. We will welcome and act upon your feedback, using it to continuously improve our processes, services, and culture.
  9. We will ensure our staff are respectful, well trained and committed to understanding your needs.

Understanding and working together

So we can provide the best possible assistance, we kindly ask that you:

  • Treat our staff with courtesy and respect
  • Understand the services we offer and how we can help you*
  • Work with us to solve problems
  • Provide us with timely, accurate and complete information
  • Take the time to understand your obligations and aim to fulfil them
  • Provide us with honest, constructive feedback on our service
  • Contact us if you believe we have made an error

*Please see the MRO Service Catalogue available on our website.

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