Client Service Charter

This charter outlines 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 outlines how we will manage complaints in the Department and provides the service standards we employ for complaints management.

Roger Wilkins 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 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, interest groups, companies and individuals.

It is important to note that this charter only covers matters for which the Department is responsible and does not cover parliamentary matters which are the responsibility of the Attorney or the Minister. Similarly this charter does not cover issues pertaining to any judicial matter in any jurisdiction.

Note: The Department does not provide legal advice to members of the public.

Our values
Information about the Department
Our service guarantee
Privacy
Access to information
Communications
Complaints
Feedback and suggestions
Accountability
How to contact us
Our mailing address

Our values

We uphold the APS values and Code of Conduct in all that we do. In addition, we value:

• Serving the Government - remaining aware of current and emerging issues to best serve the government of the day.
• Leadership - We endeavour to lead, inspire and encourage others to show initiative and to empower them to achieve quality outcomes.
• Client Focus - We provide the Government, our clients and other stakeholders with service of the highest standard which fully meets their needs and is proactive, relevant, timely, comprehensive and professional.
• Collaboration - We foster and maintain productive and collaborative working partnerships within the Department and across all levels of government.

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 Annual Report Coordinator in the Public Affairs Branch on (02) 6141 2540.

Our service commitment

We are committed to providing high quality, professional services and policy advice to government, and through it, to the citizens of Australia. We will listen actively and act responsively.

We will respond to requests for advice and prepare responses to correspondence in a timely manner at all times.

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. Alternatively, you can contact the Department's privacy officer on (02) 6141 2550.

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
3-5 National Circuit
BARTON  ACT  2600
Phone: (02) 6141 2550
Fax: (02) 6141 2583
E-mail: malcolm.bennett@ag.gov.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 let you know 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 do not 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 employee 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, Governance and Planning on (02) 6141 2543, 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, Governance and Planning on (02) 6141 2543.

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 at 3-5 National Circuit, Barton, ACT. The switchboard telephone number is (02) 6141 6666.

Our mailing address is:

Attorney-General's Department
3-5 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 charter 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