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Client Service Charter

This charter sets out our commitment to provide you, our clients, with a high level of service.

We regularly review our service charter to ensure it is relevant and effective. We aim to maintain an open and accountable organisation with a strong client focus. We deal with complaints promptly.

This Service Charter explains what we do and the standards of service you can expect from us. It also explains the steps you can take if our service standards are not met. Your comments on our service whether they are complaints, compliments or suggestions help us improve our service delivery and the way we go about our business.

We welcome your comments and suggestions on how successful we are in meeting our standards.

Michael J. Taylor AO
SECRETARY

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As the Australian Government Department with responsibility for infrastructure, transport, regional development and local government, we contribute to the well-being of all Australians by:

assisting the Government to provide, evaluate, plan and invest in infrastructure;

fostering an efficient, sustainable, competitive, safe and secure transport system; and

assisting regions and local governments to manage their own futures.

We focus on making a difference by:

• delivering the Governments infrastructure agenda through investment and policy development and reform;
• improving the integration, efficiency and safety of Australias land transport infrastructure;
• maintaining and improving the performance, sustainability, safety and security of Australias transport systems;
• facilitating access to competitive international and domestic air services; and
• advising on and leading national efforts to address regional and local Government issues.

Our main responsibilities are to:

• develop and provide national policy advice to enhance transport safety and security and to strengthen social and economic opportunities for Australias regions and local governments;
• invest in infrastructure and administer programs to enhance the safety of the road transport system, develop Australias regions and support local governments;
• conduct research and investigations to improve the performance, safety and security of our transport systems, support policy development and inform the wider community;
• provide regulatory frameworks to ensure a clear and robust transport environment; and
• work with other levels of government and engage domestically and internationally with stakeholders to facilitate outcomes for all Australians.

Our clients and our stakeholders

Our clients and our stakeholders include any person or any organisation we provide a service to or who has an interest in what we do. They include:

• Ministers;
• Australian Government agencies;
• state, territory and local governments and agencies;
• industry bodies, transport operators and user groups;
• regional communities, businesses and organisations;
• research organisations and education providers;
• other interest groups and individuals; and
• other agencies within the portfolio.

In recognising the diverse needs of our clients we:

• make our documents and procedures straightforward;
• ensure our public information is easily accessible and provides contact details; and
• work to improve access for those with particular needs.

Our values

Our employees conduct their duties in accordance with the Australian Public Service Values (www.apsc.gov.au/values) and Code of Conduct (www.apsc.gov.au/conduct).

Our service standards

The service standards outlined below provide the benchmark against which our performance can be measured. They apply to all areas of the Department.

Results oriented

We:

• provide a prompt, accurate and relevant response to enquiries from our clients; and
• include contact names and details in our communications to enable our clients to contact the person best able to assist them.

Honest, professional and accountable

We:

• behave honestly and ethically, accept responsibility for our actions and learn from our mistakes;
• inform our clients about, and explain, decisions that affect them;
• provide information to assist our clients and stakeholders to understand government policies; and
• give our clients and stakeholders reasonable time to comment on policy proposals whenever possible.
  

Client and stakeholder focused

We:

• work with our clients and stakeholders to deliver outputs for the Australian Government that achieve the outcomes it seeks for the community;
• consult widely to gain the views of our clients and stakeholders about future policy directions and delivery strategies;
• use your feedback to monitor and improve our performance; and
• will report on our client feedback and how it is used in our Annual Report.

In line with the Government's commitment to deliver all appropriate Australian Government services online, we ensure that major departmental publications, information and policy statements are accessible on our websites and also available in hardcopy form.

Committed to improving our skills

We:

• are open to new ideas, originality and vision; and
• share information with our clients and stakeholders to build knowledge and achieve our mutual goals.

Diverse, trusting and respectful of each other

We:

• treat our clients with dignity and respect;
• accommodate differences acknowledging and exploring a range of perspectives with our clients;
• ensure that the information we provide is easily accessible for our clients; and
• respect our clients' confidentiality.

We have specific standards for some of the services we provide, including for transport and regional programs, vehicle importing and certification, and Australian Transport Safety Bureau investigations. These standards can be accessed at our website www.infrastructure.gov.au or by telephoning 1800 075 001.

How we measure, monitor and report on our performance

We measure and monitor performance against our service commitments and standards by:

• recording and acting on your feedback and complaints about our service;
• regularly reviewing the terms and effectiveness of this charter; and
• reporting on our client service performance in our Annual Report.

How you can help us

We ask you to help us provide a high standard of service.
You can do this by:

• providing us with timely, necessary and accurate information;
• helping us establish a reasonable time for our response to you; and
• treating our employees with courtesy and respect.

Your feedback and making a complaint

We value and appreciate your feedback on the quality, timeliness and responsiveness of our services.

We would be pleased to know if:

• you are happy with our service;
• you feel we are not meeting our service commitments to you; and
• you have ideas on how we can improve our service to you.

If you have a complaint, or you are unhappy with how we have handled your complaint, please let us know so that we can improve our service.

• You should first contact the area you have been dealing with to resolve the problem.
• If the complaint has not been resolved contact the Governance Centre:

  by telephone:
  1800 075 001

  in writing:
  Director
  Governance Centre
  Department of Infrastructure, Transport,
  Regional Development and Local Government
  GPO Box 594
  CANBERRA ACT 2601

  or by email:
  clientservice@infrastructure.gov.au

If you have a complaint:

• we will investigate your complaint;
• we will reply within 10 working days of receipt of your complaint, or inform you of progress in resolving the complaint if it is more complex; and
• if we are at fault we will provide a solution to prevent it happening again.

If you are dissatisfied with how we have handled your complaint you may wish to contact:

Commonwealth Ombudsman
GPO Box 442
CANBERRA ACT 2601
Telephone: 02 6276 0111
Toll Free: 1300 362 072
Website: www.ombudsman.gov.au

What is not covered by this charter

Administrative decisions

This Service Charter deals with the quality of service we provide. 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 appeal when you are advised of the administrative decision.

Government policy

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

• your local Member of Parliament;
• the Office of the Minister for Infrastructure, Transport, Regional Development and Local Government on telephone (02) 6277 7680 or at the website www.minister.infrastructure.gov.au; or
• the Office of the Parliamentary Secretary for Regional Development and Northern Australia by telephone on (02) 6277 4870 or at the website www.minister.infrastructure.gov.au

Contacts and information

Our central office is located at:
111 Alinga Street
CANBERRA ACT 2600

You can telephone us during business hours (except public holidays) on:
(02) 6274 7111 or Toll Free on 1800 075 001

You can write to us at:
GPO Box 594
CANBERRA ACT 2601

Our website is www.infrastructure.gov.au

This Service Charter and any updates are available at www.infrastructure.gov.au/department/about/charter.aspx

General enquiries about the work of the Department can be emailed to publicaffairs@infrastructure.gov.au

Contact numbers for specialist areas of the Department and sources of information are below.

Australian Government Regional Information Service
www.regionalaustralia.gov.au
1800 026 222

Australian Transport Safety Bureau
www.atsb.gov.au
1800 020 616

ATSB Aviation, Marine, Rail Accident and Serious Incident Notifications
(toll-free 24 hour reporting line)
1800 011 034

Aviation Confidential Reporting Scheme (REPCON)
Confidential Marine Reporting Scheme (CMRS) and the
Aviation Self Reporting Scheme (ASRS)
1800 020 505

Vehicle Imports
1800 815 272

More information on the Department can be found in our:

Portfolio Budget Statements at www.infrastructure.gov.au/department/statements/index.aspx

Annual Report at www.infrastructure.gov.au/department/annual_report/index.aspx

Portfolio agencies

The portfolio includes a number of agencies that provide a range of transport services.

These agencies have responsibility for their service charters. For information about the services provided by these agencies, please contact them directly.

Civil Aviation Safety Authority 16 Furzer Street PHILLIP ACT 2606 Telephone: 131 757 Website: www.casa.gov.au	GPO Box 2005 CANBERRA ACT 2601
Airservices Australia Alan Woods Building 25 Constitution Avenue CANBERRA ACT 2600 Telephone: 1300 301 120 Website: www.airservicesaustralia.com	GPO Box 367 CANBERRA ACT 2601
Australian Maritime Safety Authority Level 2, 25 Constitution Avenue CANBERRA ACT 2600 Telephone: (02) 6279 5000 Website: www.amsa.gov.au	GPO Box 2181 CANBERRA ACT 2601