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Appendix 4: Service charters

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The AusCheck service charter was released on 20 August 2009 and describes to the public, and to the aviation and maritime communities, the service experience that can be expected in dealing with AusCheck and its staff. The department's service charter has been in operation since June 1998. These charters are available from www.ag.gov.au. The following tables set out the customer services standards contained in each charter and the extent to which they were met in 2013–14.

Table 25: AusCheck service charter—compliance with service standards

AusCheck charter
AusCheck service standard
Compliance with service standard
Provide timely and effective background checks for the Aviation Security Identification Card and Maritime Security Identification Card schemes Acknowledgement of 100 per cent of all Aviation Security Identification Card and Maritime Security Identification Card applications in one business day
Yes
Completing AusCheck's part in the background checking process in five business days or less 98 per cent of the time (excluding time awaiting responses from checking partners of the person being checked)
Yes
Provide a consistent decision making process that ensures privacy and legal rights are protected No AusCheck decisions were overturned on appeal to the AAT
Yes

Table 26: Department service charter—compliance with service standards

Department service standard
Compliance with service standard
A reply in plain English within 28 days of receipt of complaint
Yes
Personal information used only in accordance with the law
Yes
Work will be undertaken with care, diligence and sensitivity to the needs of clients
Yes
Strong commitment to accountability and continuous improvement
Yes
Clients will be treated with courtesy, fairness and respect
Yes
Staff will act responsively to client needs
Yes

Comment

In the past year, the department received approximately 350 enquiries, feedback or complaint messages. Approximately 50 of the matters raised were more appropriately the responsibility of another Commonwealth, state or territory agency and correspondents were referred to them as appropriate. Approximately 300 items of correspondence that related directly to our work were received through our website (www.ag.gov.au). We received one complaint (defined as concerning the standard of service provided by us or the diligence, competency, behaviour or attitude of our staff). A response to this complaint was provided within 28 days of receipt of the complaint, as required by the client service charter.

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