University of Greenwich Students' Union

ADVICE LINE: 020 8331 8057

DROP-IN TIMES AND APPOINTMENTS:

CONTACT AIS VIA EMAIL AND ADVICE LINE FOR ADVICE DURING THE CHRISTMAS BREAK

ais xmas08

About the Advice & Information Service (AIS)

AIS provides a free, confidential and impartial generalist advice service to all students at the University of Greenwich. Advice and support is offered to all regardless of religion, race, gender, disability or sexual orientation. The service offers a client-centred approach, providing students with the options and information needed to make their own decisions.

The service can arrange for a student representative to accompany clients to hearings relating to appeals, plagiarism, university disciplinaries, fitness to practice, complaints committees etc.

Academic Issues, Student Finance and Housing Problems are the main advice areas covered by the Service. However, AIS can be the first point of contact in any query and provide other general sources of information or signposting (alternative agency details or specialists).

AIS offers face-to-face interviews through drop-ins and advice by telephone or e-mail. It also produces in-house leaflets and web-based information. All campuses provide leaflets or reference material for other organisations or agencies - pop into your local campus reception for further information.

Case and Statistical Recording

Advisers take notes to use as a reference when following up a student query. These case notes are for the exclusive use of the advisers and are kept secure at all times.AIS is committed to effective statistical recording of its service users to monitor the take-up of the service and identify any potential policy or campaigns arising from common issues. These statistics are compiled in anonymous form (year of study, course, gender etc) in order to protect the identity of users. Statistics may also be used to complete reports from AIS, which shall be passed on to the executive as a means of highlighting current problems and trends.

Students' Rights

To be assisted at the earliest possible opportunity.
To have a query remain confidential.
To have a private interview space.
To receive full and accurate information regarding their case.
To have an independent observer, family member or friend at the interview if desired.

Students' Responsibilities

To approach AIS at the earliest opportunity.
To attend any appointments on time and inform the service if they become unavailable.
To speak and act in a manner that complies with the Union's Equal Opportunities Policy (ask at campus receptions for a copy or look on the website).
To give precise and honest information to the Adviser.
To bring with them any information that is relevant to their case.
To follow all agreed action points by the time agreed with the adviser.
To Inform the service as soon as possible of any change in circumstances.

Refusing Advice

AIS reserve the right to refuse advice to anybody who does not abide with the Equal Opportunities Policy of the Students' Union, University of Greenwich. Any verbal or physical harassment towards the advisers will not be tolerated.

Referral

In some cases, AIS may need to refer service users to another organisation or specialist (both internally and externally e.g. to a local solicitor or to the University's counsellors). This is conducted in a sensitive manner and with the student's consent.

Limitations of Service

The service may be limited by its resources, expertise and 'conflict of interests' policy and in such circumstances an alternative adviser or agency will be found. In cases of disputes between clients, where both parties approach the same adviser, the second party will be referred as above.

Students currently banned from the Students' Union may use the AIS for any advice matter other than that concerning their ban, unless the President has stipulated that their ban includes the Advice and Information Service or they were banned due to misconduct using the Advice Service.

Complaints

We welcome your feedback and have a positive outlook to complaints. If you wish to raise any issue in respect to this service please use the SUUG complaints procedure, available from the campus reception. Put your complaint in writing and address it to the President of the Students' Union at the following address: