Our customer service charter
Our customer service charter outlines the level of service customers can expect and the importance of feedback to ensure we continue to provide high levels of service.
What customers can expect
You can expect us to provide the following services.
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A customer-centric experience
Customers are at the centre of our decisions, actions, processes and products. We're always looking for better ways to support and engage with you.
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Accessibility and inclusivity
We design and deliver products and services to support everyone. This includes ensuring information is easy to understand and access.
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High standards and timely delivery
We're committed to delivering high quality products and services in an efficient, timely manner.
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Responsive to your needs
We respond promptly to customer enquiries and provide accurate, consistent and up-to-date information.
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Respectful and honest
We're open, honest and accountable when you interact with us. We treat all customers with courtesy and respect and value individual circumstances and culture.
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Seeking and responding to feedback
We're committed to ensuring all feedback is taken seriously, handled efficiently, fairly and confidentially. We use insights from our customers to drive improvements in service delivery, quality and overall satisfaction.
Applications processed fairly and quickly
Applications are assessed according to IP legislative requirements. If we can't certify or grant your application, we'll explain why and give you a chance to provide additional information to support it.
How you can help us
Your insight and experience helps ensure we continue to provide high levels of service.
You can help us by:
- using our online services portal and resources when doing business with us
- providing timely and accurate information to make sure we fully support your IP needs
- working with us to resolve any issues you experience
- treating us with courtesy and respect.
Let us know how we're doing
We're committed to maintaining a high level of customer service and ensuring customer needs are met. Your feedback provides valuable information to help us refine and improve our service.
Here are ways to provide feedback:
- submit feedback via our online feedback form
- call us at 1300 651 010
- engage in our research activities, which help let us know what is working and what could be improved. This helps us to continue to meet your needs and expectations.
Our achievements
An overview of our performance against the customer service charter service level commitments are included in our annual report.