Client Service Charter
The purpose of this charter is to outline how we will interact with you and the level of service we will provide to the citizens of Australia. We review this charter regularly to maintain its currency with regard to effectiveness and efficiency and welcome your feedback on it.
This charter also outlines the process for the way we handle your complaints in the Department and provides the service standards we employ for complaints management.
Robert Cornall AO
Secretary
The Attorney-General's Department serves the people of Australia by providing essential expert support to the Australian Government in the maintenance and improvement of Australia’s system of law and justice, its national security and emergency management systems, natural disaster relief and the administration of the Commonwealth Territories.
The Department is the central policy and coordinating element of the Australian Government Attorney-General’s portfolio, for which the Attorney-General and the Minister for Home Affairs are responsible.
This Service Charter is an expression of our commitment to provide quality service in our dealings with clients, companies, interest groups and individuals.
Note: The Department does not provide legal advice to members of the public.
Our values
Information about the Department
Our service guarantee
Public consultation on matters of public interest
Privacy
Access to information
Communications
Complaints
Feedback and suggestions
Accountability
How to contact us
Our mailing address
Our values
- We value integrity, honesty, equity and professional expertise.
- We act with care and diligence and are sensitive to the needs of our clients.
- We are responsive to the Australian Government and are alert to public interest considerations when providing advice to our Ministers.
- We maintain a close focus on results and a strong commitment to accountability and continuous improvement.
- You will be treated with courtesy, fairness and respect at all times.
Information about the Department
You can access information about the Department, including the legislation administered, from the Department's Internet home page at www.ag.gov.au.
The most recent annual report is available through the Department's home page. Any feedback in relation to the annual report, or the general availability of information about the Department, can be provided to the Director of the Corporate Governance and Coordination Section on (02) 6250 6707.
Our service commitment
We are committed to providing high quality, professional services and policy advice to our clients. We will seek to understand our clients' requirements and identify what is important to them. We will listen actively and act responsively.
Recognising that clients have different needs, we will tailor our services and advice in ways that meet our clients’ expectations.
Public consultation on matters of public interest
Whenever possible, we seek to obtain the views of interested parties when we are developing public policy.
Privacy
We will respect the confidentiality of personal information and use it only in accordance with the law. If you consider that we have breached your privacy (see the Department’s privacy statement Privacy statement), you have the right to complain to the Privacy Commissioner on 1300 363 992.
Access to information
Subject to the provisions of the Freedom of Information Act 1982, access to documents in the possession of the Department may be allowed. Requests for access to documents should be directed to:
Director
Freedom of Information
Attorney-General's Department
Robert Garran Offices
National Circuit
BARTON ACT 2600
Phone: (02) 6250 5693
Fax: (02) 6250 5907
E-mail: malcolm.bennett@ag.com.au
Communications
If you write to us we will respond with an accurate, concise and well-considered reply in plain English. Generally, we will write back within 28 days of receiving your letter. If this is not possible, we will provide explanations and advise when you can expect a response.
Our correspondence will include the name and telephone number of the person dealing with your matter.
Complaints against the Department
If we don't meet your expectations, please let us know as soon as possible. We will investigate your complaint and tell you what we have done about it. You can be assured that any complaint made against the Department or any individual employees will be taken seriously.
Complaints should be made to the person you have been dealing with (or that person's supervisor) or sent to our mailing address. Our commitment is to resolve complaints satisfactorily and promptly and advise you of the outcome of the investigation of your complaint within 28 days. You can help us do this by providing clear details of relevant facts, persons and dates when you make a complaint.
For further information in relation to our complaints handling process, which outlines the steps involved, including your review and appeal rights, contact the Director, Corporate Governance and Coordination on (02) 6250 6707, or you can send an e-mail to: complaints@ag.gov.au.
Complaints against other portfolio bodies should be directed to those bodies as they each have complaints-handling mechanisms in place.
Feedback and suggestions for improvement
We welcome feedback on our performance, processes, and suggestions for improvement from our clients and the public. You can tell the person you have been dealing with (or that person's supervisor) or by telephoning the Director, Corporate Governance and Coordination on (02) 6250 6707.
Accountability
We report on the operation of this Service Charter, including complaints received and the resolution of those complaints, in our annual report each year.
How to contact us
The central office of the Attorney-General's Department is located in the Robert Garran Offices in Barton, ACT. The switchboard telephone number is
(02) 6250 6666.
Our mailing address is:
Attorney-General's Department
Robert Garran Offices
National Circuit
BARTON ACT 2600
What is not covered by this charter
This charter does not cover the review of decisions arising from any legal proceedings or any administrative decision.
This mechanism is not the mechanism for commenting on government policy.
Portfolio Agencies
This charter does not cover the many portfolio agencies for which the Attorney-General and the Minister for Home Affairs are responsible. To contact a specific agency, or to lodge a complaint in relation to the service standards of one of these agencies, a list of contacts can be found at the Contacts Page