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Appendix 2: Service charters

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The department's client service charter has been in operation since June 1998. The AusCheck service charter was released on 20 August 2009 to describe to the public, and to the aviation and maritime communities, the service experience that can be expected in dealing with AusCheck and its staff. 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 during 2012–13.

Table A2.1: Service charter — compliance with customer service standards
Charter
Service standard
Compliance with service standard
Attorney-General's Department
A reply in plain English within 28 days of receipt of complaint, including the name and telephone number of the person dealing with the complaint.
Four incidences of non-compliance.
Personal information used only in accordance with the law.
Complied
Work will be undertaken with care, diligence and sensitivity to the needs of clients.
Complied
Strong commitment to accountability and continuous improvement.
Complied
Clients will be treated with courtesy, fairness and respect.
Complied
Staff will act responsively to client needs.
Complied
Table A2.2: AusCheck service charter — compliance with customer service standards
Charter
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 ASIC and MSIC applications in one business day.
Complied
Completing AusCheck's part in the background checking process in five business days or less 98% of the time (i.e. excluding time awaiting responses from checking partners of the person being checked).
Complied
Provide a consistent decision making process that ensures privacy and legal rights are protected
No AusCheck decisions were overturned on appeal to the Administrative Appeals Tribunal.
Complied

Comments

As part of its website upgrade the department changed the way it receives its feedback and complaints electronically, from Email to a web-form accessible via our website. This change was designed to reduce the amount of spam Email received and provide a communication platform consistent with other Australian Government websites. In the past year approximately 150 feedback or complaint messages were received by the department. Many of the matters raised were more appropriately the responsibility of other Australian Government or state/territory government departments and correspondents were referred to them as appropriate.

Seventy-four items of correspondence that related directly to the department were received. In four instances, the department did not meet the service charter of providing a response within 28 days of receipt. In two cases non-compliance arose due to administrative error and in a further two cases non-compliance arose due to delays in preparing responses. Standard operating procedures are being updated to avoid similar administrative errors and delays in future.

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