Client Service Charter

From the Secretary

This Client Service Charter outlines our commitment to our clients. It describes our service responsibilities and the standard of service you can expect from Department of Agriculture, Fisheries and Forestry staff .

Our service promise determines how we interact with you and complements the Australian Public Service Values and Code of Conduct. It reflects our departmental values—professionalism, fairness, respect, integrity and openness.

This Client Service Charter has been developed in consultation with our staff and stakeholders. Regular reviews keep it relevant and effective and we rate our performance against the charter in our department’s annual report.

We aim to be professional, accountable and transparent in all our dealings with clients. We are determined to deliver the highest standard of client service and welcome your feedback to help us do this.

Dr Conall O’Connell
Secretary

Our role

We work in partnership with farmers, fishers, foresters and food processors to deliver policies and programs that improve their competitiveness, sustainability and self-reliance. Our work contributes to the well-being of rural and regional communities.

Our clients

We work with

• producers, processors and consumers of agriculture, fisheries, forestry and food processing products
• natural resource managers
• agriculture, fisheries, forestry and food industries
• importers and exporters
• non-government interest groups, research and development organisations and rural communities
• travellers
• Australian, State, Territory and local government organisations.

What we do

The department

• works with the wider Australian Government to develop and deliver policies and programs that help our agriculture, fisheries, forestry and food industries
• delivers Australian Government programs and services to all sections of the community
• represents the Australian Government at international meetings relating to agriculture, fisheries, forestry and food
• protects Australia’s agriculture, fisheries, forestry and food industries by providing quarantine and inspection services and export certification that maintains our favorable pest and disease status
• negotiates access to international markets for our animals, plants and associated products
• provides independent scientific advice, social analysis and science-based quarantine and policy advice
• provides independent research, policy analysis, forecasts and advice on economic issues affecting our agriculture, fisheries, forestry and food industries.

Our values

Our values govern the way we relate to our stakeholders and to each other. They are the foundation for our work and are consistent with the Australian Public Service Values and Code of Conduct.

Professionalism —we will deal competently with our clients and our colleagues

Respect —we will be sensitive to the needs of others and to diverse beliefs and opinions

Openness —we will be accessible and will communicate clearly

Fairness —we will be objective and unbiased in our decision-making

Integrity —we will be accountable and observe sound business practices in accordance with the Public Service Act 1999 and other legislation.

Our service promise

We will provide high quality professional services, programs and policy advice to you. We will

• provide clear, accurate and timely information and advice
• include contact names and phone numbers in our correspondence
• consult widely before making decisions and we will tell you how long you have to respond
• let you know about decisions that affect you and explain why they are being made
• be effective and efficient in the delivery of our services
• monitor our performance and look for ways to improve our services.

Our accountability

We measure, monitor and report on our performance by

• recording and responding to feedback from our clients
• regularly reviewing this service charter to ensure it remains relevant
• regularly assessing our performance against the commitments in this charter
• reporting our client service performance in the department’s annual report.

Rights and obligations

You have the right to

• be treated fairly, with courtesy and respect
• comment on the quality of our service to you
• privacy and confidentiality as prescribed by law
• seek copies of documents in the department's possession under the Freedom of Information Act 1982
• contact the Commonwealth Ombudsman if you are dissatisfied with the way we have handled your complaint.

In turn, we ask that you

• are actively involved in our consultation processes
• respond promptly, openly and honestly if we ask you for information
• provide accurate and comprehensive information
• treat our staff with courtesy and respect
• abide by all legal requirements and other obligations
• do not act, or expect others to act, unethically.

Contact phone numbers for the departmental areas covered by this charter:

Australian Bureau of Agricultural and Resource Economics - Switchboard +61 2 6272 3933

Biosecurity Services Group (BSG):

• BSG Animal - Switchboard +61 2 6272 3933
• BSG Plant - Switchboard +61 2 6272 3933
• BSG Food - Switchboard +61 2 6272 3933
• BSG Quarantine Operations - Switchboard +61 2 6272 3933
• BSG Regional and Business Services - Switchboard +61 2 6272 3933
• BSG Strategic Projects - Switchboard +61 2 6272 3933
• Biosecurity Policy Unit - Switchboard +61 2 6272 3933

Bureau of Rural Sciences - Switchboard +61 2 6272 3933

Corporate Policy - Switchboard +61 2 6272 3933

Agricultural Productivity - Switchboard +61 2 6272 3933

Trade and Market Access - Switchboard +61 2 6272 3933

Sustainable Resource Management - Switchboard +61 2 6272 3933

Climate Change - Switchboard +61 2 6272 3933

Corporate Services - Switchboard +61 2 6272 3933

Corporate Finance - Switchboard +61 2 6272 3933

General departmental inquiries - Switchboard +61 2 6272 3933 or email Corporate Communications

Further information

Detailed information about the work of the department is available online at www.daff.gov.au

Feedback

Your feedback will help us improve our services.

Please send your comments or suggestions to us by using the feedback function on our web site at www.daff.gov.au/feedback, by emailing PRRM, by calling - Switchboard +61 2 6272 3933 or by post at:

Client Service Charter Evaluation
Department of Agriculture, Fisheries and Forestry
GPO Box 858
CANBERRA ACT 2601

We promise to get back to you.

If you are dissatisfied by a service provided to you, please discuss it with the person providing that service to you. If you remain concerned you are welcome to contact the General Manager, Audit and Evaluation Branch by phone - Switchboard +61 2 6272 3933, by email or by mail at:

Department of Agriculture, Fisheries and Forestry
GPO Box 858
CANBERRA ACT 2601

We will respond within 20 working days.