Service Charter

Service Standards

You will normally be advised within 15 working days of receipt of your Vehicle Import Application and all necessary supporting documentation whether your application has been approved or rejected. This is a target service standard and you need to be aware that in peak periods it may not be met. If your application includes a vehicle for Test and Evaluation you must allow an additional 28 days for eligibility to be reviewed.

If the information is acceptable, you will be issued with approval to import the vehicle described in the vehicle import approval.

Decisions

The Department will provide clear reasons for any unfavourable decision.

Further Information

If you have any queries about the application form, decision-making process, or require further information, please contact Vehicle Imports by phoning 1800 815 272 or 61 2 6274 7444.

Service Charter

Information on the Department's services and standards of service is contained in our Client Service Charter. You can also obtain a copy from our Client Service Officer on telephone 1800 075 001.

Complaints about the service provided by the Department

If you are unhappy with the service you have received from the Department, you may lodge a complaint by:

Contacting the officer you have been dealing with; or
Contacting the Client Service Officer on 1800 075 001.
If you are still dissatisfied you may contact the Commonwealth Ombudsman.

Complaints to the Ombudsman can be made:

Via the Internet on the Ombudsman's web site at www.comb.gov.au;
By telephoning your nearest Commonwealth Ombudsman's office (details in Telstra white pages); or
By writing to the Commonwealth Ombudsman
GPO Box 442
CANBERRA ACT 2601