Customer Experience Charter

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At the Australian College of Nursing our customers include our Fellows, Members, Students, Scholars, Affiliates, and the nursing profession of Australia.

This Customer Experience Charter outlines our commitment to the nursing community and what you can expect from our dedicated team. It also sets out your responsibilities and how you can give us feedback on any aspect of our service.

Who we are and what we do

ACN advocates on behalf of the nursing profession

As a professional nursing organisation, we advocate at state and federal levels with Ministers and Health Departments and provide valuable insight and recommendations from a nursing perspective. ACN is the Australian member of the International Council of Nurses (ICN) and advocates for the profession at both a national and international level.

The expertise of ACN’s members helps to shape health care and aged care policies

We provide a collective voice for the nursing profession by utilising our members’ experience and knowledge to provide input into health and aged care debate and policy. We provide opportunities for our members to shape our position statements about important aspects of nursing, aged care and health care delivery to all Australians.

ACN nurtures the nurse leaders of today and tomorrow

We are committed to encouraging, educating and supporting nurses, so they can develop and grow their skills, confidently take a leadership role in health care or aged care and provide the essential professional, economic and clinical perspectives that can shape care models. We are an information hub for our members and offer them a number of convenient and valuable tools including career development, leadership skills development, networking and library services.

ACN is an accredited Institute of Higher Education for qualified nurses

As an educational organisation, our postgraduate, continuing professional development (CPD) and training courses are renowned for equipping nurses with further knowledge of their chosen specialty and extending their clinical skills. We specialise in nurse leadership education, courses and workshops. ACN also develops customised education courses to meet organisational training needs.

Our customer experience principles

  • Nurses are at the heart of everything we do
  • We strive to enrich the learning and development of nurses at all stages of their career
  • We work to create a friendly and engaging community in which our customers and staff are treated equally and with respect
  • We are proactive, open-minded and creative
  • We work to create an exceptional experience with every interaction
  • We value your opinion and feedback on our performance

What you can expect from us

  • Friendly, professional, and respectful service.
  • Your needs to be listened to and responded to.
  • An empathetic team who cares about your experience.
  • If we don’t have the answer to begin with, we are committed to doing everything we can to find it.
  • When things go wrong, we are committed to working with you towards the best possible solution.
  • We aim to understand and meet your needs in a professional and timely manner.

How you can help us

  • Act respectfully and courteously to others accessing our services and to our staff. You can access our Unacceptable Behaviour Statement here.
  • Be prepared with your personal identifying information – for example: student number or membership number.
  • Students, please review the resources and useful contacts provided to you as your first source of information.
  • Keep us up to date with any changes to your contact details.
  • Tell us if your circumstances change and this is affecting your ability to work with our services in anyway.
  • Keep in touch and provide us with feedback about our service via our Customer Feedback Form.

Support hours (excluding public holidays)

Phone lines Monday to Friday, 8:30am to 5pm

Chat lines Monday to Friday, 8:30am to 5pm

Office hours Monday to Friday, 8:30am to 5pm

Feedback, compliments, or complaints

We are committed to:

  • Ensuring that you can contact us easily.
  • Responding promptly to customer feedback.
  • Working with you to resolve any concerns, issues, or complaints.

While we love to hear about your great experiences, sometimes things can go wrong. In these cases, you can expect to be put in touch with a staff member who will work with you and the relevant ACN team to determine how your needs might best be met.

To tell us about your experience, offer suggestions, or address any issues, please use our Customer Feedback Form or get in touch by phone.