Our service charter

Our service charter sets out the service you can expect from us and what you can do if you do not receive this level of service quality.

Our role

The Disability Liaison Unit (DLU):

• provides students equal opportunity in accordance with the Commonwealth Disability Discrimination Act 1992
• ensures that students with a disability can be actively and positively included in all aspects of RMIT life
• provides staff and students information and assistance in relation to disability related matters.

Eligibility

To be eligible for our services you must:

• have a disability and/or medical condition as defined by the Disability Discrimination Act 1992—disabilities may be temporary or permanent, and may include physical, sensory, neurological, mental health or medical challenges to study
• be registered with the DLU
• be able to provide relevant documentation from a qualified professional in a relevant field of disability or health. The professional needs to be independent, and cannot be related to the student. Specialists can include:
• medical specialist
• psychiatrist or psychologist
• general practitioners
• physiotherapist or occupational therapist
• educational psychologist.

Our service

We assist students with a disability and/or medical condition by organising for appropriate services and/or reasonable adjustments.

We provide advice in relation to any disability or medical related query and potential impacts of these on study.

We assist RMIT to improve physical access on all campuses.

We work collaboratively with all areas of RMIT to encourage and promote inclusive teaching practises that encompass the needs of all students irrespective of race, religion, gender, or disability/medical condition.

What we do not do

We do not:

• case manage students with disabilities
• take on an advocacy role in relation to individual grievances
• participate in course selection, recruitment or enrolment processes
• provide support that substitutes teaching and learning
• provide career advice
• provide counselling.

What you can expect from us

We will give careful attention to your request for information, assistance or advice and provide you with current details on services and programs relevant to your participation at RMIT.

If we are able to provide you with a service, we will:

• do this as quickly as possible, acting fairly, independently and impartially
• acknowledge every email and voice mail message within 24 hours of receipt
• treat confidential information with privacy and respect, adhering to all relevant legislation
• be courteous and respectful
• advise you of any other more appropriate avenues for meeting your needs if we cannot assist you.

What you can do for us

To ensure that we can provide you with the very best service please:

• give some thought to your questions prior to contacting us, so that we can find or provide what you need quickly
• treat our staff with courtesy and respect
• provide as much notice as you can if you require assistance.

Feedback

The DLU is constantly striving to enhance its capacity to assist you with your disability specific service or enquiry.

For us to improve, we need your views and feedback. It is very important and helps us improve our services. You can write to us, or tell us over the phone what you think about our service and how you think we can become better at what we do.

If you have concerns about the service you received from us and wish to discuss these issues further, please speak with the staff member providing your support.

If you are unsatisfied at this point you can ask that your situation be referred to the DLU Manager. If you are still not satisfied, The Manager will advise you of the process for