The Australian College of Nursing (ACN) is always looking at ways to improve your customer experience with us at every touch point. ACN is an organisation that is committed to putting our customers first and providing courteous and efficient service. This is intrinsic to ACN’s culture. We have a range of policies and initiatives in place to improve our interactions with customers and we are committed to protecting the privacy of our members and students.
The Australian Privacy Principles (APPs) contained in the Privacy Act 1998 (CTH) and the Privacy Amendment (Enhancing Privacy Protection) Act 2012, except when qualified by any relevant Codes of Practice, will underpin all matters related to personal information in ACN.
Protecting your privacy
At ACN, we are committed to protecting the privacy and confidentiality of the information we collect from our members, students, customers, suppliers, partners and from visitors to our website.
ACN complies with all applicable Commonwealth, State and Territory privacy law. Under these privacy laws, we are required to comply with a set of privacy principals. More information about these principles and Australian privacy law can be found on the Australian Information Commissioner’s website www.oaic.gov.au.
ACN’s Privacy Statement outlines our commitment to you, the type of information we collect, what we do with that information, why we collect that information and what we use if for, direct marketing and how we store and protect your information.
ACN’s student policies are developed to assist students by establishing guidelines relating to all aspects of their course and to ensure equity of administrative practice across all courses conducted by ACN. It provides students with the correct procedures for overall student progression, grievances and appeal. All education staff, education contractors and students are required to read and understand the policies and agree to abide by them. If there are any queries in relation to these policies, clarification should be sought.
Customer service policy
In accordance with ACN’s Customer Charter (Appendix A), all members of staff provide services to customers either directly or indirectly and must meet the needs of customers in a professional and ethical manner with courteous and efficient service.
ACN is committed to:
- politeness – the use of good manners in all interactions
- responsiveness – meet agreed timeframes and follow up on all queries
- professionalism – being objective and knowledgeable and demonstrating integrity
- understanding – customers and their business
- confidentiality – respecting the confidentiality of customer information
- transparency – processes are clear, consistent, easy to access and documented.
Note: The Customer service policy document is currently under review.
Cancellations and refunds policy
ACN is committed to providing high quality products and services and reserves the right to cancel educational services, professional activities and products.
Direct debit request service agreement
Direct debit request service request agreement with Australian College of Nursing Limited (ABN 48 154 924 642). This information is to help you understand the responsibilities (both yours and ours) and other terms and conditions that apply to your direct debit request.
Australian College of Nursing constitution
The Australian College of Nursing was established to cultivate and maintain the highest principles of nursing and healthcare by:
- facilitating the education and continuing professional development of nurses and other healthcare professionals
- providing opportunity for and administering grants, trusts and awards to further nursing and health professional scholarship
- contributing to a professional framework which enhances the practice and progression of nursing and healthcare nationally and internationally
- initiating, encouraging and supporting research to seek solutions to issues and problems relevant to nursing and healthcare practice and the health of the community in general and taking action on such problems and issues
- fostering and maintaining links with other nursing and allied organisations or relevant groups through co-operation or affiliation for the furtherance of any or all of the objects of the College
- acting in an advisory role and providing a consultative service on the process and outcomes of nursing and health policy development and research at National and State levels in order to improve the health care of the community.