AQIS Service Charter - Dairy Export Program

Our role

Through the provision of auditors, quality systems and technical reform, the Dairy Review Unit (DRU) is responsible for providing policy advice and technical expertise to the export dairy industry.

The State Regulatory Authorities in Victoria, New South Wales, Queensland, Tasmania, South Australia and Western Australia are currently providing the auditing and inspection function of export-registered establishments. In the Northern Territory this function is performed directly by AQIS. The Dairy Review Unit ensures ongoing compliance with legislative and importing country requirements by auditing the State Regulatory Authorities on at least an annual basis.

The Dairy Review Unit also provides interpretation of the legislative and importing country requirements.

A major function of the DRU is to facilitate international market access. Through the provision of essential inspection and certification services and maintaining the highest standards in food safety AQIS ensures that Australian dairy exports are facilitated and the country's competitiveness as a dominant supplier of safe dairy products is enhanced.

Specific functions of the Dairy Review Unit:

• consult with the Dairy Industry regarding dairy export inspection issues
  
• facilitate importing country reviews
  
• review and monitor the provision of dairy export documentation, so as to meet legislative and importing country requirements (primarily our documentation role is through EXDOC and facilitation of manual certification/letterhead statements)
  
• facilitate dairy exports into overseas markets in accordance with importing country requirements
  
• provision of technical advice
  
• annual audits of State Regulatory Authorities and involved in provision of dairy export inspection
  
• legislative interpretation and implementation
  
• inspection/audit services in the Northern Territory
  
• participation in industry/government initiatives
  
• development and maintenance of the DRU website

Our clients:

This charter is designed for all AQIS clients involved in the export of Australian dairy products from Australia, specifically:

• the community through its interest in food safety and the preservation of our natural environment and human health
  
• those involved in the export of dairy produce, including dairy export registered establishments and dairy exporters
  
• those involved with the production of dairy produce for export
  
• peak dairy industry bodies
  
• State Regulatory Authorities.

Our mission:

The Dairy Export Program will deliver quality services which seek to ensure that equivalent (achieving the same outcomes in ways which are equitable for different clients) dairy export inspection and certification systems are provided Australia-wide in a manner which meets food safety, legislative and importing country requirements. The Program contributes to AQIS outputs in the area of export certification services, which improves market access opportunities for Australian food and other agricultural products.

Our values:

• professionalism
  
• integrity
  
• openness
  
• fairness and respect.

Our service standards:

The Dairy Review Unit prides itself on providing excellence in service delivery standards and in meeting our clients needs. In fulfilling our mission we will work in close partnership with our clients to provide the very best level of service in an equitable, professional and timely manner.

• Whenever you have contact with our staff your query will be handled by professional, courteous, informed and friendly people. If we cannot answer your enquiry we will assist you to find someone who can.
  
• Dairy Review Unit staff will be available to answer your enquiry and to perform the functions of the Dairy Review Unit between the hours of 8.00 am and 5.00 pm Monday to Friday (excluding public holidays).
  
• We will process all electronic requests for certification/documentation within 24 hours of receipt. The processing of urgent airfreight can be processed within 4 business hours. (Finalisation of the certification may require veterinary signature and arrangements would need to be made accordingly.)
  
• We will audit at least annually those State Regulatory Authorities who are currently auditing on behalf of AQIS.
  
• We will update the prohibited export list in EXDOC within 24 hours of notification of the prohibited product.
  
• We will facilitate the full implementation of EXDOC by all exporters.
  
• We will fully consult with industry on all financial matters and on those issues that impact on the dairy export industry. The mechanism for consultation will be through the established consultative committee.
  
• We will ensure that the Dairy Review Unit web site is developed and maintained so as to provide relevant and up to date information.

What we need from you (Dairy Export Program clients) in order to meet our service delivery standards:

• The Dairy Review Unit regularly communicates with clients (by email) advising of changes to importing country requirements and other important developments regarding dairy export inspection, certification and charging. If you wish to be included in this distribution list please contact the Dairy Review Unit at email.
  
• participate in co-regulatory and consultative processes
  
• comply with legislative and importing country requirements
  
• notify the Dairy Review Unit of areas of concern with Dairy Export Program policies and joint AQIS/Dairy Industry strategies
  
• notify the Dairy Review Unit of changes to operations, personnel, postal and email addresses
  
• provide maximum notice for service requirements including export documentation, audits and inspections.

Help us improve our service

To comment on this charter, you can:

Mail:

AQIS Client Feedback
Reply Paid 858
CANBERRA ACT 2601

Phone: 61 2 6272 3084
Fax: 61 2 6272 5373

Online feedback: Complete the form available at website.

E-mail

AQIS staff work under the Australian Public Service (more information is available from the Australian Public Service Commission). We encourage you to let us know of any behaviour you consider inappropriate or unethical, including the unauthorised release of information. Equally, we ask that you do not offer any AQIS staff member an inducement or expect preferential treatment.

Compliments and complaints

We are committed to complying with Standards Australia’s Complaints Handling standard (AS 4269-1995). Whether you are satisfied with our performance or if we have not met your expectations, we value your feedback. To make a compliment or complaint, you can:

• speak to an AQIS officer
  
• contact the Dairy Export Program Manager using the contact details listed in this brochure
  
• complete the AQIS Compliments and Complaints brochure available in all AQIS offices
  
• contact us through any method listed above.

We will work with you to resolve the issue and all information will be treated confidentially. If you wish to take your complaint outside of AQIS, please contact:

Office of the Commonwealth Ombudsman
Toll free: 1300 362 072
Website

Reporting of export breaches

AQIS Redline (1800 803 006) is a freecall telephone service so you can confidentially report someone you suspect is breaking Australian dairy inspection laws. You can also write confidentially to AQIS Redline, Compliance and Investigations Program, GPO Box 858 Canberra ACT 2601 or send an email.

Contact us for more information

You can find out more about the AQIS dairy export inspection system by visiting our website or by phoning or visiting our office listed below:

Melbourne
Email
PO Box 1006
Tullamarine VIC 3043

255 Melrose Drive
Tullamarine VIC 3043

Phone: 1300 732 241
Fax: 61 3 8308 505