Our values

We uphold the ethical values of the Australian Public Service. We strive to incorporate these values in all our dealings with our clients.


We serve the needs of the Australian public in a professional, responsible and accountable manner.


We deal with each other, our clients based on trust, understanding and respect for differing views and interests. We try to perform our duties fairly and openly.


We perform our tasks and produce our outputs to the best of our ability with optimum use of resources. We focus on improving quality, productivity and professional development.


We try to provide high-quality information and services to our clients within reasonable timeframes.


Our staff have the training, information and resources needed to respond to client needs. We value initiative, cooperation, innovation, communication, flexibility in our work and the quality of work life within our organisation.

What you can expect from us

Our dedicated staff are well trained and ready to respond to your enquiries.

We will:

  • identify ourselves
  • provide clear, accurate and timely information
  • be respectful of your needs
  • acknowledge all correspondence
  • let you know your rights, obligations and entitlements
  • let you know if we can't meet the agreed timeframes
  • collect, store, use and disclose your personal information following relevant Australian law
  • refer you to a more appropriate organisation if your enquiry is outside our remit.

Our service standards

We're committed to providing a quality service to you. We want to provide you with meaningful outcomes within specific timeframes.

We aim to:

  • provide you with accurate, consistent and clear information
  • keep your information confidential following our Privacy Policy
  • seek and respond to your feedback on our services
  • answer phone calls and emails as soon as possible during office hours
  • respond to voicemail messages within one business day
  • resolve 75% of calls during the first contact
  • take your contact details and ensure your enquiry or complaint is acknowledged within 2 business days
  • respond to you within 5 business days for general enquiries or complaints
  • refer you to the right contact if we can't answer your query
  • respond to you within 20 business days for more complex enquiries, letters and online feedback
  • make our website and online systems available 99.8% of the time (excluding scheduled maintenance).

How you can help us

To help us give you the best service possible:

  • read the information we provide before you contact us
  • get professional advice before you contact us, as ​​we can't give legal, technical or financial advice
  • provide us with timely and accurate information
  • treat our staff with courtesy and respect
  • keep us informed about any changes to your contact details
  • comply with relevant legislative requirements
  • provide feedback and comments on the quality of our services.

Let us know how we're doing

Your feedback provides valuable information to help us refine and improve our service. To provide feedback, contact us.

If we don't meet your expectations

We take complaints seriously. We make sure they're solved quickly and fairly. If we don't meet your expectations, tell us as soon as possible through our complaint process.