Current Students
Student Support Services.
At ASTRA, we recognise that every student’s journey is different.
Our aim is to support the health and wellbeing of all students, while offering targeted assistance to those who may need additional support.
Our Student Support team is here to help you succeed — academically, personally, and professionally.
Student Support Officer – How We Can Help
Your Student Support Officer can provide advice and guidance on:
- Maintaining appropriate academic progress and commitment
- Study-related support, including:
- Time management
- Setting and achieving learning goals
- Motivation and engagement
- Effective learning strategies
- Managing assessment tasks
- Self-care and wellbeing
- Personal or social issues that may impact your academic performance
- Reasonable adjustments to assessment tasks if you have special needs that affect your learning
Our Librarian is available Monday to Friday (excluding public holidays) to assist you with a range of academic support, including:
- Academic writing support
- Referencing and citation guidance
- Information literacy skills
- Research and reference management
- Academic integrity awareness
- Generative AI (GenAI) literacy
Location: Level 3, 16-18 Wentworth St, Parramatta – Turn right at the lifts
Hours: 9:00 AM – 5:00 PM
If you have special needs that may affect your learning, we encourage you to contact your Student Support Officer to discuss available support, including reasonable adjustments to assessment tasks.
If you are experiencing hardship due to economic, social, or other difficulties, you may apply to your Course Coordinator to request a review of your academic workload.
If you are experiencing mental health challenges, the following external services may be helpful:
Beyond Blue
- Information and support for anxiety, depression, and suicide prevention
- Online forums and self-assessment tools (K10 checklist)
- Phone: 1300 224 636 or online chat support
Head to Health
A government-supported platform providing access to apps, online programs, forums, and phone services.
headspace
Mental health, physical health, and work/study support for young people aged 12–25.
Lifeline
- 24/7 crisis support and suicide prevention
- Phone: 13 11 14 or online chat
- Toolkits and factsheets available for download
Free online programs and resources include:
Centre for Clinical Interventions (WA Health)
Online workshops and resources covering:
- Anxiety
- Depression
- Self-esteem and self-compassion
- Procrastination and perfectionism
- Sleep, worry, and emotional regulation
thedesk
Online tools and modules for Australian tertiary students, sponsored by Beyond Blue.
moodgym
Interactive program supporting emotional wellbeing and coping strategies.
myCompass
Free online tool by the Black Dog Institute to manage thoughts, feelings, and behaviours.
THIS WAY UP
Evidence-based online programs for anxiety and depression, developed by St Vincent’s Hospital and UNSW.
ASTRA is committed to fair, transparent, and accessible student support and complaints processes.
Student complaints are managed in accordance with a four-level approach to resolution, as follows:
- Level 1: Informal complaint resolution
- Level 2: Formal complaint resolution
- Level 3: Internal review
- Level 4: External review
1. Informal complaint resolution (Recommended First Step)
Before lodging a formal grievance, students are encouraged, wherever possible, to resolve concerns directly with the person(s) involved. For academic matters, you can speak with your lecturer, tutor, or Course Coordinator. For non-academic concerns, you may contact Administration in person, call 1800 027 872 and ask for the Student Support Officer, or email support@astra.edu.au.
While it is not mandatory to raise a grievance informally, it is highly recommended. At this stage, you are protected from discrimination or victimisation, and the Student Support Officer is available to assist with resolving issues.
2. Formal Complaint Resolution
If your concern is not resolved informally, you may submit a formal grievance in writing to the Registrar at registrar@astra.edu.au. If the matter is urgent or time-sensitive, it is important to indicate this when submitting your grievance.
Once received, the Registrar will acknowledge your grievance within five working days and may contact you to clarify the outcome you hope to achieve. During this process, you may be accompanied by a support person at any meetings, either in person or virtually. The Registrar, or their nominee, will then work to resolve the grievance and provide you with a written report detailing the steps taken and the reasons for any decisions, usually within 20 working days. If a decision cannot be made within this timeframe, you will be notified of any anticipated delays.
3. Internal Review
If you are dissatisfied with the outcome of your formal grievance, you may lodge an appeal with the CEO at ceo@astra.edu.au within 20 working days. The CEO will appoint an appropriate person or committee to consult with you and any other relevant parties, usually within 10 working days. Consultations are generally conducted as verbal interviews, and you may have a support person present during these discussions.
Following the consultation, a written report will be provided outlining the outcome, reasons for the decision, and information on your right to access an external review if you remain dissatisfied. In cases where the grievance was made against the CEO, the appeal will instead be handled by the Chair of the Board or their delegate.
4. External Review
If you are still dissatisfied after the internal appeal, you may contact the National Student Ombudsman (NSO). The NSO provides a free, independent, and confidential service to help students resolve grievances about their higher education provider.
The NSO can consider a wide range of complaints, including issues relating to student safety and wellbeing, discrimination, enrolment and exclusion, special consideration applications, course changes, assessment decisions, and the University’s grievance and appeal processes. For more information or to make a referral, visit www.nso.gov.au or call 1300 395 775.
Students can access information about complaints, grievance handling, and escalation pathways via the following document: Student Grievance Handling Policy and Procedure
THE TEAM
Cara is a qualified librarian with a friendly, approachable style and extensive experience supporting learners across marketing, technology, early childhood, young adults, and academia.
Tech-savvy and empathetic, Cara is a trusted point of contact for students seeking academic or personal support during their learning journey at ASTRA.
She holds a Bachelor of International Business (Macquarie University) and a Graduate Diploma in Information Studies (Librarianship) from Charles Sturt University.
Empowering tomorrow’s business leaders through technology.
From AI, machine learning and social media, to VR, AR and beyond, ASTRA is at the forefront of harnessing technologies to shape new ways of thinking and doing.