Jump to Content

Service Charters

A A A

After consultation among clients, stakeholders, and staff of the Department, the Client Service Charter became effective on 1 July 1998. It sets out commitment to provide high levels of service and is available on the Department's website. Copies may be obtained by contacting the Department's Client Service Officer (see details below). Commitment to the service standards is included in the Department's Corporate Plan. All staff are aware of the Department's commitment to client service, and in-house client service training was provided during the year.

Similar Client Service Charters are in place for the Administrations of Cocos (Keeling), Norfolk and Christmas islands, and Jervis Bay. These charters are also available on request.

CUSTOMER FEEDBACK AND COMPLAINTS

A record is kept of complaints received by the Client Service Officer. Each complaint is referred to the area concerned. Each Division also records complaints and compliments received directly. During the year the Department recorded 18 complaints, seven of which related to service provided by a contractor. Other complaints reflected clients' high expectations, but all complaints were resolved to the satisfaction of the complainants.

A reply-paid card for feedback is included with the Department's Service Charter, and comments can be provided via the toll-free Client Service Feedback telephone number 1800 075 001, or clients may write to:

Client Service Officer
Department of Transport and Regional Services
GPO Box 594
CANBERRA ACT 2601
Tel: 1800 075 001
Fax: (02) 6274 6775
Email: clientserv@DOTARS.gov.au

In relation to the Sydney Airport Noise Amelioration Program, residents were asked to complete a post-insulation questionnaire.

The Department recorded 378 compliments during the year. The most common were for excellent, very prompt and helpful service.

THE ISLAND ADMINISTRATIONS AND JERVIS BAY

Copies of Charters for the islands and Jervis Bay are available from the contact officers listed below. Compliments, complaints and suggestions can also be made to these officers.

One complaint was received by the Cocos (Keeling) Islands Administration in relation to a marine services tender process, a matter now with the Ombudsman. No other complaints have been recorded by any of the Island Administrations or the Jervis Bay Territory Administration since their Charters were implemented.

Christmas Island Administration

Deputy Administrator
Christmas Island Administration
PO Box AAA
Christmas Island WA 6798
Tel: (08) 9164 7901

Cocos (Keeling) Islands Administration

Deputy Administrator
Cocos (Keeling) Islands Administration
GPO Box 93
Cocos (Keeling) Islands WA 6799
Tel: (08) 9162 6615

Office of the Administrator Norfolk Island

Official Secretary or the Administrator
Office of the Administrator
Quality Row
Norfolk Island NSW 2899
Tel: (0011) 6723 22152 or 6723 22398
Fax: (0011) 6723 22681

Jervis Bay Territory Administration

Regional Director
Jervis Bay Territory Administration
Village Road
Jervis Bay NSW 2540
Tel: (02) 44421006
Fax: (02) 44421063

Measuring performance

Service Charters are in place to ensure that the Department and the Administrations provide high levels of service. Treating clients fairly, courteously and professionally, and providing timely, accurate advice and information, are important to the Department. Feedback on its performance against the standards of service outlined in the Charters is welcomed.

Quarterly reports on the Department's performance were provided to the Executive Group, and complaints analysed and remedial action implemented as appropriate in the Department.