UNE has an extensive support model in place for examinations, with a full service support model across Digital Education and our supervision partner provider ProctorU. Here’s everything you need to know about what support is available and how to access it, including a new shareable infographic for student support.
Accessing support is critical for an effective exam experience, both for students and staff. Access to accurate information, appropriate expectations and awareness and use of correct support channels are the biggest factors that contribute to a positive experience. As in all aspects of life, issues may happen, but the vast majority of all issues can be quickly and easily resolved by accessing the correct support channels.
Staff support
Staff support is available via olxforstaff@une.edu.au. This should be the first point of contact for any issues, questions or concerns – we will most effectively be able to provide assistance, answer questions, and investigate and resolve matters via this channel.
It’s also critical for staff to have a good understanding of student support options, so that you can refer students to the right place to get the best support – read on to learn more about these, and grab the infographic to share with students or keep on hand for your own reference.
Student support
We have a full-service support model in place for students, with multiple support options available around the clock. These are communicated to students each trimester through multiple channels, and we’ve now captured these in an infographic to make it even easier to understand.
Any time – AskUNE
Students can contact the Exams Team through AskUNE at any time for general questions relating to exams including bookings, access and advice. A response will usually be received within 24 hours (business days).
During an exam
Real-time support is available from the exam supervisor. Extensive technical support is available 24/7. The supervisor can directly contact Exams Team staff if required during UNE business hours, or until 1am during formal exam periods.
During UNE Business Hours – Phone
Students can contact the Exams Team directly any time during UNE business hours (even during an exam session) via phone – 02 6773 2145.
After Business Hours during an Exam Period
For after-hours support during an Exam Period (6pm to 8am), students can contact ProctorU directly during the exam session using Live Chat. The ProctorU Team can provide technical support, exam access and exam rules, and can contact the on-call UNE Exams Team on students’ behalf in real time up until 1am.
Click on the image to save a copy, or download a PDF version of the infographic.