Students seeking assistance should visit ANU Student Hubs for current service information and contact options.
About the Student Hubs service
The Student Hubs service is a University-wide student-facing service bringing together student administration support, course and program advice, general information and access to specialist services.
Students should not need to understand the University’s internal organisational structure to know where to ask for help.
The service model aims to provide:
- A clear starting point for student support
- Help matched to the student’s needs
- Specialist expertise as part of the service
- Coordinated support when more than one team is involved
- Accurate information and a clear next step
For current student-facing information, including contact options, locations, opening hours and service arrangements, visit ANU Student Hubs.
How enquiries are supported
The Student Hubs service uses a tiered model:
- Tier 0 – Self-service: Published information, systems and online processes.
- Tier 1 – General support and resolution: Information, navigation, straightforward administration and triage. The Student Hubs team provides much of this support.
- Tier 2 – Specialist support: Matters requiring specialist expertise, assessment, interpretation or process ownership are supported by the relevant specialist team.
- Coordinated support: Some matters involve more than one team or service and require a coordinated response.
Students do not need to identify the appropriate tier or team before seeking help.
Student Hub Kambri
Student Hub Kambri is the primary physical location for the Student Hubs service and provides a shared environment for student-facing services.
Permanently co-located services include:
- ANU IT Service Desk
- University Accommodation
- Allianz Overseas Student Health Cover
The space also supports temporary or targeted services, such as Admissions document audits, student appointments and peak-period or cohort-specific activities.
Co-location does not mean these services are delivered or managed by the Student Hubs team.
About the Student Hubs team
The Student Hubs team is part of Student Engagement and Education Management (SEEM). The team delivers frontline student administration services and supports the operation of the broader Student Hubs service.
The team’s work includes:
- Student administration enquiries, navigation and triage
- Student card services
- Academic records and documents, including academic transcripts and Australian Higher Education Graduation Statements (AHEGS)
- Referral and coordination with specialist services
- Orientation, conferral and peak-period service delivery
- Service arrangements for particular student cohorts and activities
The team works with Student Education Support and specialist areas across ANU to support coordinated and consistent student service delivery.
Working with the Student Hubs team
ANU staff can contact the Manager, Student Hub about:
- Service coordination or operational matters
- Support for a particular student cohort or activity
- Student enquiry service issues or improvement opportunities
- Potential co-location or ad-hoc service delivery in Student Hub Kambri
People
| Name | Contact details |
|---|---|
| Tom Bayliss-Hack Manager, Student Hub | |
| Lizzie Gordon Deputy Manager, Student Hubs |