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Appendix 4: Service charters

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The AusCheck service charter was released on 20 August 2009 and outlines 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 also has a service charter, which has been in operation since June 1998. These charters are available from Attorney-General's website. The following tables set out the customer services standards contained in the AusCheck and departmental service charters and the extent to which they were met in 2015–16.

Table 14: 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% 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% 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 15: 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 or enquiry 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

In the past year, the department received approximately 2,074 enquiries, feedback or complaint messages. Of these, the department responded to approximately 1,411 items of correspondence and referred correspondents to another Australian Government, state or territory agency for approximately 522 items of correspondence. Action was not required for approximately 642 items of correspondence. The department received nine complaints (defined as concerning  the standard of service provided by us or the diligence, competency, behaviour or attitude of our staff). A response was not provided within 28 days of receipt as required by the client service charter for approximately 5.1 per cent of the items of correspondence the department responded to. This was due to a number of reasons, including administrative error, complexity of the correspondence received and the necessary diversion of resources to higher priority tasks.

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