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Client Service Charter

This service charter is a statement of what we do and the standards of service you can expect from the Attorney-General’s Department. It tells you about us and provides an avenue for you to give feedback on our performance.

Our department is the central policy and coordinating element of the Attorney-General's portfolio, for which the Attorney-General, and Minister for Justice and Minister Assisting the Prime Minister for Counter-Terrorism are responsible.​

The department works closely and cooperatively with its portfolio agencies, other government agencies, advisory bodies, businesses, professional associations, community organisations and members of the wider community.

Our stakeholders and clients interact with us in a variety of ways so this charter is necessarily broad in content.

Our clients and our stakeholders

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

  • ministers
  • Australian Government agencies
  • state, territory and local governments and agencies
  • businesses
  • non-government organisations
  • communities
  • individuals
  • interest groups.

In recognising the diversity of our stakeholder base, we:

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

Our values

We conduct ourselves in accordance with the Australian Public Service Code of Conduct and the Australian Public Service Values. These are the foundation for our work and govern the way we relate to our stakeholders and to each other.

While showing respect, professionalism, honesty and integrity we will:

  • be sensitive to the needs of both our staff and stakeholders and to diverse beliefs and opinions
  • deal competently with our colleagues and stakeholders
  • communicate clearly
  • be objective and impartial in our decision-making
  • be accountable and observe sound business practices in accordance with the Public Service Act 1999 and other legislation.

The Code of Conduct and Australian Public Service Values can be found on the Australian Public Service Commission website.

Our service standards

The department is committed to achieving and maintaining a high level of service standard in all areas. We have established standards to provide a benchmark which our performance can be measured against.

We are committed to providing high quality policy advice to government and services to members of the public. We will listen actively and act responsively. We are apolitical and provide responses that are frank, honest and based on the best available evidence.
We:

  • will behave ethically, impartially and accept responsibility for our actions
  • inform our clients and stakeholders about, and explain, decisions that affect them
  • provide information to assist our clients and stakeholders to understand government policies
  • use your feedback to monitor and improve our performance.

In line with the government’s commitment to deliver all appropriate Australian Government services online, we ensure that major departmental publications are accessible on our websites.

We will respond to correspondence in a timely manner at all times. We will reply in plain English, generally within 28 days of receiving your correspondence.

If this is not possible, we will advise when you can expect a response. We will treat you fairly and deliver our services professionally and with integrity. We will recognise and respect your individual rights and needs.

Privacy and access to information

We will respect the confidentiality of personal information and use it only in accordance with the law. If you consider that we have breached the privacy statement, you have the right to complain to the Privacy Commissioner on 1300 363 992. Alternatively, you can contact our department's privacy officer on the number below.

Access to documents in the possession of the department will be provided, subject to the provisions of the Freedom of Information Act 1982. Freedom of Information requests should be directed to:

Director
Freedom of Information and Privacy Section
Strategy and Delivery Division
Attorney-General's Department
3-5 National Circuit
BARTON ACT 2600
Email: FOI@ag.gov.au

Review of the charter

We are committed to evaluating and reporting on our performance. We report on the operation of this service charter, including complaints received and the resolution of those complaints, in our annual report each year.

We measure and monitor our performance against our service commitments and standards by recording and acting on your feedback and complaints about our service and regularly review the terms and effectiveness of this charter.

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 employees with courtesy and respect.

Enquiries and feedback

We welcome feedback on our performance in achieving the standards outlined in this Client Service Charter. You can submit enquiries and feedback online.

If you are dissatisfied with the response you receive from us, you can email the Commonwealth Ombudsman at ombudsman@ombudsman.gov.au or call 1300 362 072. More information is also available from the Commonwealth Ombudsman website.