Client Service Charter

Client Services Charter web banner. Committed to fostering a strong client-focussed culture and delivering quality services.

Who we are and what we do

Our work connects and enriches every Australian community, underpins our economy and society, and empowers our regions. We provide policy advice and deliver programs, projects and services in the following areas:

Transport connectivity

Supporting an efficient, sustainable, competitive, safe, accessible and secure transport system for all.

Regional development

Strengthening the sustainability, capacity and diversity of Australia's cities and regions.

Territories

Supporting good governance and service delivery in the Australian territories.

Sport

Building a thriving sport system to support healthy, active, connected communities and harnessing the once-in-a-generation opportunity of the Brisbane 2032 Olympic and Paralympic Games.

Communications connectivity

Promoting an innovative and competitive communications sector.

Creativity and culture

Promoting participation in, and access to, Australia's arts and culture through developing and supporting cultural expression.

Our service standards

We individually and collectively uphold the Australian Public Service Values.

Impartial—we are apolitical and provide the government with frank, honest and timely advice which is based on the best evidence available.

Committed to Service—we are professional, objective, innovative and efficient. We work collaboratively to achieve the best results for the Australian community and the government.

Accountable—we are open and accountable to the Australian community under the law and within the framework of ministerial responsibility.

Respectful—we respect all people, including their rights and heritage.

Ethical—we demonstrate leadership, we are trustworthy and act with integrity in all we do.

Stewardship—we build capability and institutional knowledge, and support the public interest now and into the future, by understanding the long-term impact of what we do.

The service standards outlined above provide the benchmark against which our performance can be measured.

We continue to have a culture that is kind, respectful, collaborative and embeds integrity and intellectual curiosity in everything we do.

We have specific standards for some of the services we provide, such as vehicle imports and certification. Vehicle import standards can be accessed on our website or by discussing them on 1800 815 272.

How you can help us

We ask you to help us to continue to provide a high standard of service by:

  • Providing us with timely, necessary and accurate information.
  • Helping us establish a reasonable time for our response to you.
  • Treating our employees with courtesy and respect.

Your feedback

We value and appreciate your feedback and use it to monitor and improve our performance.

We would be pleased to know if:

  • you are happy with our service
  • you have ideas on how we can improve our service to you.

If you have a complaint, you should first contact the area you have been dealing with to resolve the problem. If the complaint has not been resolved, please contact the Governance Section through our online enquiries form or by using the central office contact details provided and addressing it to the Director—Governance Section.

The department aims to resolve your enquiry as quickly as possible. We will acknowledge your enquiry within two (2) working days and respond within thirty (30) days from your submitted enquiry.

If you are not satisfied with the outcome of your complaint you can contact the Commonwealth Ombudsman. Contact details are available on the Ombudsman's website or by telephone on 1300 362 072.

What is not covered by this Charter

This Charter deals with the quality of service we provide. There are matters which are not covered by this Charter. These include: employment related complaints or disputes; privacy complaints and the handling of personal information; administrative decisions and government policy.

If you are not satisfied with an administrative decision that affects you (for example, an unsuccessful grant application), 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 the administrative decision.

If you would like to comment on Australian Government policy you can contact:

Contacts

You can telephone us during business hours (except public holidays) on:

02 6136 7111, or toll free on 1800 075 001.

National Relay Service

If you are deaf, hard of hearing and/or have speech communication difficulty, you can contact us through the National Relay Service (NRS).

For information about the NRS and other communication options, visit Access Hub.

For help making relay calls, contact the National Relay Service Helpdesk.

Translating or interpreting services

Phone 131 450 for help with English from Translating and Interpreting Service National. You can get support for more than 120 language.

You can write to us at:

Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts
GPO Box 594
CANBERRA ACT 2601

or

by our online enquiries form.

Media enquiries can be emailed to media@infrastructure.gov.au.

More information about us can be found in our: