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► Document G: SAC Charter
Students’ Advice Centre
"Quality and Equality for All"
• Set out the standards and principles of the service you can expect to receive.
• Explain what you should do if you are unhappy with the service you have received.
Aston Students’ Guild
2. Advice, Assistance, Information and Representation.
The SAC aims to provide a wide ranging, high quality, advice and assistance service to students; by giving advice and information which is both accurate and comprehensive. Staff will not make decisions for a student but will attempt to provide information and options to facilitate the student to make their own decision. Staff will not act on behalf of a student unless requested to do so by the student concerned.
Staff will represent students at University, & other external, hearings e.g. County Court provided reasonable notice has been given to enable an adequate case to be presented.
Students should be present at hearings. Staff can not represent at Exam Board hearings in the absence of the student Staff can not ever represent at disciplinary hearings in the absence of the student, when a student is pleading not guilty. In exceptional circumstances, in certain types of disciplinary hearings, staff may be able to mitigate for a student who is pleading guilty and who is prevented from attending.
3. Contacting the Students' Advice Centre.
Students may telephone, e-mail, write to, fax or visit the SAC in person. The SAC aims to respond to all letters within 5 working days. The SAC aims to answer all telephone enquiries if not immediately then by returning the telephone call within 3 working days. E-mails should receive a reply within 3 working days provided the member of staff is at work to receive them.
The SAC aims to deal with initial enquiries from students in person on the day the enquiry is received. The SAC operates an emergency appointments system each day known as the duty advice service. There are occasions when the nature of the enquiry is such that an appointment with the appropriate member of staff will need to be made for a mutually convenient time. The SAC aims to offer an appointment within 1 to 3 working days subject to the appropriate member of staff being at work. Appointments are not normally booked more than 4 working days in advance.
4. Opening Times.
The SAC aims to open its doors every weekday, during term time, between 10.30 am and 4 pm. Phone calls are normally answered between 9.45 am and 4.15 pm. The SAC aims to open for similar hours during vacation periods subject to staff availability, although the opening hours may occasionally be subject to pre-arranged variations. Out of hours’ appointments and home visits are possible.
5. Students' Advice Centre Staff.
The SAC aims to provide professional support at all times using the services of either a welfare manager, a welfare adviser or the Vice-President Education and Welfare. The SAC Receptionist is able to provide information and make appointments, but is not able to give advice. SAC staff are encouraged to wear name badges and to identify themselves to users of the service. Staff will not disclose their home phone numbers or addresses to students except from personal choice in an emergency.
6. Interviews.
A student, approaching the SAC in person, will be asked for a brief outline of their enquiry at the SAC Reception Desk. This enables the receptionist to direct the student to the most appropriate member of staff. A student who does not wish to mention the nature of their enquiry, at reception, should be offered the opportunity to speak in private in one of the interview rooms.
7. Confidentiality
1. The SAC offers confidential advice and assistance to students.
2. Students are asked to identify themselves in order that an electronic record may be made of their visit. Records are checked for accuracy and for content. Records allow for continuity if the student returns for further advice. Students not wishing to leave a name may be allocated the surname "Anonymous” and given a reference number.
3. The SAC may use information from case records for research purposes but individuals will not be identified.
4. Records are kept for 6 years before being destroyed.
5. Inter-student problems: If one student or group has asked for advice but subsequently a second student, or other part of the group, approaches the SAC. the Advice Centre reserves the right to disclose the initial contact with the first student or group. The nature of the advice given will not be disclosed. (See section 8)
6. Court Orders: Confidentiality may have to be broken when the SAC is ordered to do so by a court but the SAC would seek independent legal advice before doing so.
7. Harm: In circumstances where a student is threatening to harm him/herself or others (including child-abuse), the SAC reserves the right to breach confidentiality.
8. The SAC will not disclose any information to another party, which might in any way identify a student, unless the student has given their permission.
8. Conflict of Interest
When two or more students have contrary interests in a case, the SAC is not allowed to act for both sides as it would have knowledge of one side which could be used against the other. The SAC is obliged to represent the student(s) who approached them first. Should the other student(s) contact the SAC., the SAC may provide information (not advice or representation) and may offer a referral to another agency. E.g. there is a reciprocal agreement with the University of Central England’s students’ union advice service.
1. The SAC will mediate between two parties to a dispute, only if appropriate and with the agreement of both sides.
2. The SAC will not advise landlords on how to take action against student tenants, whether or not those student tenants have at that point approached the SAC for assistance. Landlords will be referred to other advice agencies or to solicitors.
3. The SAC may not advise student landlords (i.e. students who are themselves landlords) on how to take action against student tenants.
9. Client and Staff Conduct and Time Keeping
Students are encouraged to keep to appointment times. SAC staff will wait for 10 minutes for a student with a pre-booked appointment and for 5 minutes for a student who has an emergency duty advice appointment. Staff will try to ensure they are ready to deal with appointments on time. Students are expected to keep staff informed of any developments that occur which may affect their case and staff will do likewise.
10. Withdrawal or refusal of SAC services.
SAC staff can not take on new cases for ex-students more than 6 months after graduation .
The SAC relies on the accuracy and reliability of information provided by students. Should a student be thought to have knowingly misled or lied to SAC staff, the SAC reserves the right to withdraw the offer of its services.
The SAC may also withdraw its services if, in the staff's professional opinion;
1. a case is not, or becomes not, worthy of being pursued.
2. all possible options have been explored and nothing more can be done.
3. a student does not co-operate with a previously agreed strategy e.g. negotiation with creditors
The SAC can not actively assist a student if the student has already asked someone else, or another agency, to act on their behalf. However the SAC may clarify issues for the student which the student has discussed with the other person or agency.
11. Referrals
The S.A.C. will deal with enquiries to the best of its ability and knowledge. If advisers feel that a referral to another source of assistance might be more appropriate, then the student will be offered a referral. SAC staff reserve the right to refer the student to other members of the SAC staff team who are more experienced in an area of advice.
12. Data Protection
The data controller is the Guild General and Finance Manager. Data about students is recorded electronically for reasons explained in section 7.2. Data is collected about students e.g. School of Study, ethnicity, student status, type of enquiry. This allows the SAC to determine whether it is seeing a cross section of Aston students and thus promote the SAC service to students who may not be aware of it.
13. Equality of Access
The SAC offers its services to all students and actively promotes equal opportunities. In order to maintain a welcoming atmosphere for all students, behaviour or language in contravention of the Guild's Harassment Policy or Equal Opportunities Policy is not acceptable. However, students accused of such behaviour (if it has not occurred in the SAC.) may ask for advice, assistance and representation.
14. And Finally........ Suggestions and Complaints
Students wishing to suggest how the service might be improved or students with a grievance concerning either an operational matter of the SAC, or the way their problem was handled, should write to
The Vice President Education & Welfare or The Welfare Manager or The Guild President or The Guild General and Finance Manager
whomsoever is felt to be the most appropriate person by the student concerned.
Complainants should receive a written reply to their complaint within ten working days of it being received. Under the Education Act 1994, Code of Practice, Appendix 5, students may also choose to contact the Secretary of the Student Affairs Committee who is based in the University‘s Student Support Department.
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