Client Service Charter
The Client Service Charter was in effect prior to the establishment of the Department of Infrastructure, Transport, Regional Development and Local Government. References on this page to the Department of Transport and Regional Services should be read as the Department of Infrastructure, Transport, Regional Development and Local Government.
This charter sets out our commitment to provide you, our clients, with a high level of service.
We regularly review our service charter for ongoing relevance and effectiveness. 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.
The ways in which you can tell us what you think about our services are detailed in this service charter. We welcome your comments and suggestions on how successful we are in meeting our standards.
Michael J. Taylor
SECRETARY
As the Australian Government department with national responsibility for transport, transport security, regional services and local government, we contribute to the well-being of all Australians by:
fostering an efficient, sustainable, competitive, safe and secure transport system; and assisting regions to manage their own futures.
We focus on making a difference by:
- seeking to ensure Australia's transport sector remains competitive and enables efficient and effective movement of people and goods within Australia and with its trading partners, consistent with safety and security outcomes
- implementing the AusLink land transport investment programme to invest in strategic national road and rail links
- setting the regulatory requirements for the security of our national transport system
- providing greater recognition and development opportunities for Australian communities.
Our main responsibilities are to:
- carry out research and provide quality policy advice on transport, transport security and regional issues
- conduct investigations into transport safety
- administer regulations and standards for all modes of transport
- deliver a range of programmes on behalf of the Australian government.
Our clients and our stakeholders
Our clients and our stakeholders include anyone 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
- transport operators, industry bodies and user groups
- regional communities, businesses and organisations
- research organisations and education providers
- other interest groups and individuals
- other agencies within the transport and regional services portfolio.
In recognising the diverse needs of our clients we:
- make our documents and procedures straightforward
- ensure public information is easily accessible and provides contact details for more information
- work to improve access for those with particular needs.
Our values
Our staff 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
- 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
- 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
- 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
- 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 by our clients
- respect our clients' confidentiality.
We have specific standards for some of the services we provide, including for transport and regional programmes, 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
- 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
- treating our staff 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
- 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 person you have been dealing with to resolve the problem
- if you are not satisfied, ask to speak to that person's supervisor
- if you are still not satisfied, contact the general manager of the area in which you have the complaint
- if the complaint has not been resolved contact us:
by telephoning:
1800 075 001by writing to:
Director
Governance Centre
Department of Infrastructure, Transport,
Regional Development and Local Government
GPO Box 594
CANBERRA ACT 2601or by emailing:
Clientservice@infrastructure.gov.au
If you have a complaint, we will:
- investigate the complaint to provide a speedy remedy when we are at fault to prevent it happening again
- reply within 10 working days of receipt of the complaint, or inform you of progress in resolving the complaint if it is more complex.
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
- the Office of the Parliamentary Secretary for Regional Development and Northern Australia on telephone (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 2601
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/dotars/charter.aspx
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 621 372 |
| ATSB Aviation, Marine, Rail Accident (24 hr reporting line) |
1800 011 034 |
| 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 and regional 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 |
GPO Box 2005 CANBERRA ACT 2601 |
|
Airservices Australia |
GPO Box 367 CANBERRA ACT 2601 |
|
Australian Maritime Safety Authority |
GPO Box 2181 Canberra ACT 2601 |