SUPPORT

TUSA recognise that students experience an inherent power imbalance between students and university. Our vision is that all students can respond appropriately, and in an informed way, to administrative or academic challenges that may occur during their university life. Our aim is to provide students with the relevant knowledge, adequate support, and guidance to maximise their success while at university.

• Free, confidential, independent and impartial advice on how to approach issues at UTAS. We can support students across a range of academic, procedural and administrative issues pertaining to the policies, procedures, and ordinances of UTAS.
  • This includes but is not limited to: issues relating to equity, discrimination, harassment, grievances, complaints, disputes, exclusion, fees, discipline, supervision and unsatisfactory academic progress.
• Information and resources that help students make more informed decisions.  
• Resources to help students self-advocate and/or negotiate more positive outcomes for themselves.  
• Referrals to other services when needed. 
  • Including, but not limited to: 
    • University services 
    • External or community service providers 
    • Other TUSA related services 
• Assistance to navigate systems within the University or other services we may connect students with. 
• The triaging of temporary, unforeseen or emerging situations, and where appropriate, supporting students with essentials to assist during these instances. 

• Understand that, as a student of the University of Tasmania (UTAS), you have agreed to conduct yourself in a manner that complies with the University’s Behaviour Ordinances and as a student using our services, TUSA’s Code of Conduct. Failure to meet these standards may mean our service/s are no longer be able to assist you. See our TUSA Advocacy Behaviour Matrix.   
• Accept that you are responsible for all your verbal and written communications to the TUSA, the University and associated services. 
• Treat TUSA staff and our team with the required courtesy, respect and consideration. 
• Work with us in good faith.  
• Provide us with accurate and complete information in a timely manner.  
• Let us know if you cannot keep an appointment. 
• Be patient and remember that we can be extremely busy at times.  
• Recognise that Advocates are not counsellors, case workers, lawyers, accountants, financial advisors, real estate agents or lawyers – we can offer TUSA advocacy-based supports, but we cannot legally defend you.  

• We will be honest in our engagement with you and advice offered to you. This will include the level of assistance that we can provide to you.  
• We have no power to compel the University to act in a particular way.  
• We cannot act in your place.  
• You are not obliged to follow our advice on a matter. However, if you choose not to, we may not be able to continue assisting you.  
• If we cannot provide the level of service that you expect, or if a relationship of trust cannot be established, then we may not be able to continue assisting you. 
• If we hold a serious concern for your welfare or the welfare of others, we may need to disclose this and other relevant information to the relevant authority without your consent. 

• Receive clear information in a timely manner.  
• Be treated with courtesy, respect and with confidentiality.  
• Receive information so you can make informed choices for yourself. 

• Our TUSA Advocates are independent from UTAS, and will not divulge information without a student’s consent, unless legally obligated to do so, or if someone is an immediate danger to themself or others.  
• We follow a strict confidentiality policy and personal information is handled in accordance with the TUSA Privacy Policy, UTAS’s Privacy Policy, and the Personal Information Protection Act 2004 (TAS).   

Understanding that while our TUSA Advocates will do their best to help you with your matter, if you are dissatisfied with the service you are receiving from the Student Advocacy Service: 

1. Let the Advocate handling your case know and try to work the problem out with them. 
2. You can request another Advocate take over your case, however that may not be possible due to current Advocate caseloads and Conflict of Interest restrictions. 
3. You can provide constructive feedback and comments through our feedback form which is available at Student Advocacy Feedback.
4. If you are still dissatisfied with the service you are receiving, please refer to the process set out in our Grievance and Complaints process available here.