Client Service Charter
This service charter explains what we do and the standards of service you can expect from the Department of Communications and the Arts. It also explains the steps you can take if our service standards are not met.
Our Department aims to promote innovative cultural and communications sectors through policy, program and service delivery to the benefit of all Australians.
The Department works closely and cooperatively with its portfolio agencies, industry, other government departments and agencies, state, territory and local governments, advisory bodies and members of the wider community.
We value and reward excellence. We encourage innovation and continually look for opportunities to improve processes, including using new technologies. We take personal responsibility for our actions. We display courteous and collegiate workplace behaviours and speak up constructively if our high standards are not met.
We conduct ourselves in accordance with the Australian Public Service Code of Conduct and the Australian Public Service Values. These are the foundation for our work and govern the way we relate to our clients and stakeholders. The Code of Conduct and Australian Public Service Values can be found here [embed link http://www.apsc.gov.au/publications-and-media/current-publications/aps-values-and-code-of-conduct-in-practice].
You are entitled to expect:
- that we will abide by the Privacy Act 1988, which requires us to keep your personal information private and confidential unless the law requires disclosure and give you access to your personal information if you ask
- the right to seek access to Commonwealth documents we hold in accordance with the Freedom of Information Act 1982
- your feedback and complaints will be treated seriously and impartially
- be treated with respect and consistently with Commonwealth anti-discrimination laws.
Our service standards
The Department is committed to achieving and maintaining a high level of service standards in all areas. We have established service standards to provide a benchmark which our performance can be measured against.
If you telephone us, we will identify ourselves by name and/or work area and will aim to resolve your enquiry during the call. If the enquiry is complex, we will respond to you within three working days.
If you contact us via our social channels, we will aim to be in touch with you within 24 hours (during the business week).
If you write or email us, we will respond to correspondence in a timely manner. We will reply in plain English, generally within 20 working days of receiving the correspondence.
If this is not possible, we will inform you of the time needed to provide a response and provide you with contact details if you have any further enquiries.
What this charter does not cover
This charter deals with the quality of services we provide. The following matters are not covered by this charter:
- employment disputes;
- our handling of your personal information;
- administrative decisions made under a law; or
- Government policy.
If you are not satisfied with an administrative decision made under a law that affects you (for example, a decision under the Freedom of Information Act 1982), you may have the right to seek a review of the decision. You will be notified of any rights of review and/or appeal when you are advised of that administrative decision.
If you have a complaint about our handing of your personal information, you should contact the Office of the Australian Information Commissioner (see www.oaic.gov.au for more details).
If you have a complaint about the Department’s services covered by this charter, the following steps apply:
Step 1: Contact the area within the Department you have been dealing with about your complaint and the area will try to resolve the problem.
Step 2: If your complaint has not been resolved to your satisfaction by the particular area within 20 working days, contact the Client Service Manager with the full details of your complaint and the resolution you are seeking. The contact details of the Client Service Manager are below.
Step 3: The Client Service Manager will reply within 10 working days of receiving your complaint, and inform you:
- about the process we will follow;
- the contact details of the person who will handle your complaint; and
- any other important information about the process.
Note: We are committed to resolving complaints internally within 20 working days whenever possible. If your complaint is complex and cannot be resolved within this timeframe, we will keep you informed of the progress.
Step 4: We will assess and (as required) investigate your complaint. At the end of the investigation, we will tell you about the outcome, and any decision we have made.
- if your complaint highlights a systematic problem with us, we will take action to prevent it happening again.
- If your complaint identifies an improvement to our services, we will take action we consider appropriate to improve.
Step 5: If you are not satisfied with the outcome of our assessment or investigation of your complaint, you can contact the Commonwealth Ombudsman (details can be found at www.ombudsman.gov.au or by telephone on 1300 362 072).
Review of the charter
The Department is committed to evaluating and reporting on our performance. We report on the operation of this service charter, including complaints and the resolution of those complaints, in our annual report each year.
We measure and monitor our performance against our service standards by recording and acting on your feedback and complaints about our service and regularly reviewing the terms and effectiveness of this charter.
How you can help us
You can assist us to provide a good service by:
- providing timely, honest, complete and accurate information
- treating our staff with courtesy
- meeting any reciprocal obligations of the service relationship
- providing feedback on the quality of our services.
Enquiries and feedback
We value and appreciate your feedback on the quality, timeliness and responsiveness of our service. The options for sending your feedback are available from the Contact us link in the bottom right-hand corner of any page on the website.
You can also contact us Monday to Friday during business hours (except for ACT public holidays) on 1800 254 649.
Contacts and Information
Client Service Manager
Department of Communications and the Arts
GPO Box 2154
Canberra ACT 2601
Telephone: 02 6271 1000
Email: clientservice [at] communications.gov.au