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Client Service Charter

Committed to fostering a strong client-focused culture and delivering quality services.

From The Secretary

PDF Version

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Client Service Charter
[PDFPDF: 604 KB]

Photograph of Secretary Mike MrdakWe at the Department of Infrastructure and Regional Development are committed to being an open and accountable organisation with a strong client-focused culture.

This Charter establishes the high standards of service that you, our clients, can expect from us. It provides information about how you can comment on our service, including how to lodge complaints, give compliments or make suggestions.

We welcome your feedback to ensure we meet our standards and continuously improve our service delivery.

Mike Mrdak
SECRETARY


Who We Are and What We Do

We assist the Minister and the Australian Government to: promote, evaluate, plan and invest in infrastructure; foster an efficient, sustainable, competitive, safe and secure transport system; and ensure a strong and liveable Australia by focusing on effective local government, regional development and the administration of the external territories.

Our Service Standards

We individually and collectively uphold the Australian Public Service Values. www.apsc.gov.au

Impartial—we are apolitical and provide the Australian 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 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.

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

We aim to be results orientated and provide prompt, accurate and relevant responses to all enquiries. We conduct all our business in an honest and professional manner. We treat our clients with dignity and respect and inform our clients about decisions that may affect them and offer information to assist them in understanding government policies.

We have specific standards for some of the services we provide, such as vehicle imports and certification. These standards can be accessed at our website www.infrastructure.gov.au/roads/vehicle_regulation/bulletin/importing_vehicles/index.aspx or by discussing them by telephone 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, and
  • 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 feel we are not meeting our service commitments to you, and/or
  • 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, Planning and Reporting Section by email at clientservice@infrastructure.gov.au or by using the central office contact details provided and addressing it to the Section Head—Governance, Planning and Reporting.

We will investigate your concerns and reply within 10 working days of receiving your complaint to inform you of the progress in resolving it if it is more complex. If we are at fault we will provide a solution to prevent it happening again.

If you are not satisfied with the outcome of your complaint you can contact the Commonwealth Ombudsman. The Ombudsman's contact details can be found at www.ombudsman.gov.au or call 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:

  • your local Member of Parliament
  • the office of the Deputy Prime Minister and Minister for Infrastructure and Regional Development by telephone on (02) 6277 7680 or through the website at www.minister.infrastructure.gov.au, or
  • the office of the Assistant Minister for Infrastructure and Regional Development by telephone on (02) 6277 7020 or through the website at 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

General enquiries about our work can be emailed to publicaffairs@infrastructure.gov.au

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

More information about us can be found in our:

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

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

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Last Updated: 30 January, 2014