Service Charter

This Service Charter is for students who access Equitable Learning Services. It sets out the service you can expect from us and what you can do if you do not receive this level of service quality.

Our role

Equitable Learning Services (ELS) are committed to providing students equal opportunity in accordance with the Disability Discrimination Act 1992.

The role of ELS is to ensure that students with a disability who want to be actively and positively included in all aspects of RMIT life can do so. ELS also provide staff and students, whether in TAFE or Higher Education sectors, information and assistance in relation to disability-related matters.

Student eligibility

Students with a disability, long-term illness, medical and/or mental health condition and primary carers of individuals with a disability can receive a range of services to assist them to undertake their chosen field of study. To be eligible for services students must meet the following criteria:

  • Be enrolled at RMIT. This includes Higher Education (undergraduate and postgraduate), TAFE, apprenticeships, open learning, distance education, and short courses.  Students must have paid their fees and be able to show proof of this by producing their Student Card, etc.
  • Have a disability, long-term illness and/or mental health condition, or be the primary carers of individuals with a disability as defined by the Disability Discrimination Act 1992. Disabilities may be temporary or permanent, and may include physical, sensory, neurological, psychiatric or medical challenges to study.
  • Be registered with ELS.
  • Be able to provide relevant documentation from a qualified professional in a relevant field of disability or health. They need to be independent, and cannot be related to the student. Specialist can include:
    • Medical specialist
    • Psychiatrist or Psychologist
    • General Practitioner
    • Physiotherapist or Occupational Therapist
    • Educational Psychologist

Our service

  • Assists students with a disability, long-term illness and/or mental health condition by recommending Reasonable Adjustments which aim to provide equitable/inclusive access. Making an adjustment might mean adjusting conditions of assessments such as an exam.
  • ELS will provide students with a disability, long-term illness and/or mental health condition enabling staff where appropriate to fulfill pre-selection requirements of a program. This may include an Auslan interpreter or scribe.
  • Provides advice in relation to any disability, long-term illness and/or mental health condition related query and potential impacts of these on study.
  • Assist the University to improve physical access on all campuses.
  • Works collaboratively with all areas of the University to encourage and promote inclusive teaching practices which encompass the needs of all students irrespective of race, religion, gender, or disability, long-term illness and/or mental health condition.
  • Where appropriate ELS staff will liaise with school staff to ensure a positive and reasonable level of assistance is provided to registered students.
  • Provide advice and contact information to students on the Student Services available at RMIT which may include Careers, Scholarships, Student Wellbeing Advisory Services, etc.
  • When necessary ELS will work collaboratively with other student service groups to provide a holistic and coordinated approach.

What we do not do

We do not:

  • Case manage students with disabilities
  • Take on an advocacy role in relation to individual grievances
  • Participate in course selection, recruitment or enrolment processes
  • Provide support that substitutes teaching and learning
  • Provide career advice
  • Provide counselling
  • Provide personal care (However if you require personal care please ask your Disability Advisor for advice regarding how you might go about arranging such services.)

What you can expect from us

We will give careful attention to your request for information, assistance, and/or advice and provide you with current details on services and programs relevant to your participation on RMIT Campuses.

If we are able to provide you with a service, we will:

  • Do this as quickly as possible, acting fairly, independently, and impartially.
  • Acknowledge every email and voice mail message within 24 hours of receipt.
  • Treat confidential information with privacy and respect. Adhering to all relevant Legislation.
  • Be courteous and respectful.

If we cannot assist you, or answer your question, we will explain why and advise you of any other more appropriate avenues for meeting your needs.

What you can do for us

To ensure that we can provide you with the very best service please:

  • Give some thought to the questions you should be asking in order for us to be able to find or provide what you need quickly.
  • Treat our staff with courtesy and respect.
  • Provide as much notice as you can if you are requiring assistance whilst studying at RMIT.


ELS is constantly striving to enhance its capacity to assist you with your disability specific service or enquiry. We need your views and feedback. They are very important and help us to improve our services.

If you have concerns about the service you have received from us and wish to discuss these issues further, please speak with the staff member providing your support. If you are unsatisfied at this point you can ask that your situation be referred to the ELS Manager. If you are still not satisfied, the Manager will advise you of the process for lodging a formal complaint.

We are not permitted to engage in any discussions with a student or staff member about a complaint relating to a service, which is not organised by ELS or operates outside RMIT. In this situation you will be referred to an appropriate service that has the capacity to help you resolve your difficulties (e.g. external disability advocacy group, University’s Student Rights Officer Service, etc).


Equitable Learning Services
Tel: (03) 9925 5000
Fax: (03) 9925 1091

Who we assist

Eligibility criteria

Use our service

How to register

Access on campus

Mobility maps