Customer service charter

Like most businesses, we know that our success lies in delivering excellent service to you, our customer. Our customer service charter sets out our commitment to provide you, our customer, with the service you can expect.

Who we are and what we do

We are an Australian Government service that has the needs of business at the forefront of everything we do. We provide quality, consistent information, support, advice and assistance to help you be competitive, innovate and create a skilled workforce.

Who accesses our services

Australian businesses and individuals who want quality service and support from the Australian Government.

Our Customer Service Principles

Responsiveness

  • We will respond promptly to your enquiries through our phone and web service, and our national and state office network
  • We aim to respond to phone enquiries and emails within one working day - and mail correspondence within 10 working days
  • We will provide accurate and up to date information, when you need it
  • Our service targets outline our process and payment timelines.

Quality service

  • Our people understand your issues because of their extensive experience with business
  • We aim to tailor our response to your needs
  • We aim to provide linkages and referral to other government information relevant to your business needs
  • You will receive the same excellent service standard if you receive services from a third party on our behalf.

Confidentiality

  • We have systems in place to ensure that we protect your confidential information
  • We understand that your ideas are your business advantage - and will not use our position to gain an advantage for ourselves or others - or cause a detriment to you
  • We handle all your information in accordance with the Privacy Act, 1988.

Transparency

  • We are open and transparent about our processes
  • All our programme information is published on our website
  • We aim to provide consistent and clear information across our communication channels
  • Our staff must disclose conflicts of interest
  • We will give you access to your personal information if you request it.

Professionalism

  • Our business dealings with you will be conducted with integrity and honesty
  • Our people will focus on helping you find solutions to your business needs
  • Every customer is treated equally
  • Our people will be accountable in their dealings with you.

If you use our web services you can expect:

  • To contact us when and where it is convenient for you - with social media and click to chat support for your added convenience
  • The website to be easy to use, with intuitive navigations and customised content so you can quickly find what you need
  • That you can access our information using any device, any time
  • If you sign up to receive our information, to always have the option to unsubscribe.

If you call 13 28 46 you can expect:

  • Our staff to be experienced and knowledgeable
  • To be able to contact our Business Support service between 8am-8pm nationally Monday to Friday
  • Our phone services to be readily accessible via the National Relay Service (a phone solution for people who are deaf or have a hearing or speech impediment) and the Translating and Interpreting Service (a phone solution for people who do not speak English).

If you deal with us face-to-face you can expect:

  • We will always tell you the criteria against which we will assess your eligibility and merit for assistance
  • We will tell you how long our assessment processes may take and where relevant, inform you of our payment processes
  • If you receive assistance from us, we will inform you of your obligations.

To allow us to help, we expect you will:

  • Give us information that is timely, accurate and complete
  • Take the time to understand your obligations and aim to fulfil them
  • Provide us with honest, constructive Feedback on our service
  • Contact us if you believe we have made an error or acted inappropriately, and wish to make a complaint.

Australian Public Service Values

In our dealings with you we will be professional and understanding. We commit to our staff individually and collectively upholding the Australian Public Service Values:

  • Impartial
  • Committed to Service
  • Accountable
  • Respectful
  • Ethical

Read more about the Australian Public Service Values on the Australian Public Service Commission website.

Feedback – compliments, complaints, suggestions

Feedback includes compliments, complaints, suggestions or any information about our program delivery, services or performance.

You can provide feedback using our Online feedback form or by calling us on 13 28 46.

Should you have a complaint, we appreciate you providing us with the first opportunity to resolve it.

All people have the right to raise concerns and make legitimate complaints and expect that the issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice.

Clearly explaining the issue and what you think should be done to fix it will assist us. Please include copies of any relevant documents. At the conclusion of a formal complaint, you will receive our decision in writing.

If you are still not satisfied, you may ask for a review of our handling of the matter. The review process will determine if we acted according to our policies and guidelines.

If you remain dissatisfied, the Commonwealth Ombudsman (Ph 1300 362 072), investigates complaints about the administrative actions of Australian Government departments and agencies.

As a general rule, the Commonwealth Ombudsman will not, and in some cases cannot, investigate complaints until they have been raised directly with the agency involved.

You also have the option to write to our Ministers or your local Member of Parliament or Senator. If you have not previously complained to us, they will probably refer your complaint to us, and we will assess it in line with our complaints policy. We report back to our Ministers at the completion of the process. Making a complaint will not affect your relationship with us.