AusCheck Service Charter
Foreword
I am pleased to present AusCheck’s revised Service Charter, which reaffirms our commitment to providing high standards of service in all aspects of our business and invites feedback from those who use our services.
We are well aware that our actions and decisions can have an effect on people’s lives and businesses, and we accept our responsibility to provide a professional service, with courtesy and consideration. An important feature of the Charter is the findings review and complaints handling process.
Our aim is to deliver excellence in national background checking services. For us that means:
- we offer connectivity and single point access to industry, to minimise duplication in background checking;
- we maintain an accurate database of applicants and cardholders, with appropriate data integrity features;
- we provide fast, fair and reliable background checking services; and
- we keep cost to industry to a minimum.
We will use the feedback we receive and our own regular performance monitoring to help ensure our service standards meet the requirements of a good service provider.
Elizabeth Kelly
Executive Director
- About this charter
- Who we are
- Who is this Service Charter for
- Our standards of service
- Your rights
- Your responsibilities
- Complaints
- How to contact us
About this charter
The purpose of this Service Charter is to describe, to the public and to the aviation and maritime communities, the service experience that can be expected in dealing with AusCheck and its staff.
We have a responsibility to inform people about their rights and responsibilities, including the right to expect high standards of service and behaviour from AusCheck staff.
This service charter sets out our feedback process, so that you can let us know how well we are implementing our service levels and how we can improve our service to you.
This service charter also sets out our complaints handling procedure so that you can let us know if you are dissatisfied with the standards of service you have received, or are unhappy with a decision made by AusCheck staff. We believe that it is in everybody’s interests to resolve complaints efficiently and effectively.
Reports on our performance against this service charter will be included in the Attorney-General’s Department Annual Report.
This service charter forms part of AusCheck’s strategic planning and reporting system, which is based on AusCheck’s Business Plan. It has been developed in accordance with the whole-of-Government approach detailed in the Department of Finance and Administration publication ‘Client Service Charter Principles’. It has been prepared in consultation with staff, other relevant agencies and AusCheck clients.
We will seek stakeholders’ views annually on this service charter’s effectiveness, and use that information to improve our services.
Who we are
In December 2005 the Australian government agreed to the establishment of a centralised government background checking coordination agency to commence operations from 1 July 2007. The organisation – to be known as AusCheck - has been established as a branch of the National Security Law and Policy Division within the Australian Attorney-General's Department, and will be responsible for the coordination and assessment of background checks on applicants for Aviation Security Identification Cards (ASIC), Maritime Security Identification Cards (MSIC) and National Health Security (NHS) Identification Checks. AusCheck operate on a cost recovery basis and maintain a comprehensive database of all applicants and cardholders.
The AusCheck Act 2007 provides the legislative, information handling and regulatory frameworks to underpin this background checking. The Act also includes matters of charging and recovery of fees to fully recover the costs of its regulatory activities.
The ASIC scheme is governed by the Aviation Transport Security Act 2004 and the Aviation Transport Security Regulations 2005, and is administered by the Department of Transport and Regional Services (DoTARS).
The MSIC scheme is governed by the Maritime Transport and Offshore Facilities Security Act 2003 and the Maritime Transport and Offshore Facilities Security Regulations 2003, and is also administered by DoTARS.
The NHS scheme is governed by The National Health Security Act 2007 (NHS Act), the National Health Security Regulations 2008 and the Security Sensitive Biological Agent (SSBA) Standards and is administered by the Department of Health and Ageing.
Other legislation affecting AusCheck in the performance of this business include the:
- Financial Management and Accountability Act 1997
- Auditor-General Act 1997
- Ombudsman Act 1976
- Freedom of Information Act 1982
- Privacy Act 1988
- Administrative Appeals Tribunal Act 1975; and
- Administrative Decisions (Judicial Review) Act 1977.
An Assistant Secretary manages AusCheck and is responsible to the Secretary of the Attorney-General’s Department.
Our mission
To provide fast, fair and reliable background checking services to enhance national security and to advance national interests.
Our vision
To deliver excellence in national background checking services.
Our values
Our shared commitment to AusCheck's vision to enhance national security includes values of:
- customer service orientation
- reliable, efficient and consistent service and advice
- best practice business processes
- ongoing process and service delivery improvement through regular evaluation
- cost-effective service for industry
- protection of personal information in accordance with the Privacy Act 1988
- dedication to timely, quality service - internally and externally
- active participation with government and industry in policy setting and Implementation
- integrity and professionalism
- respect and courtesy
- fairness and consistency, and
- teamwork.
Government policy
In December 2005, the Federal Government established AusCheck with four strategic policy objectives. These are to:
- enhance national security by establishing greater and conspicuous control by government of security arrangements at air and seaports
- develop and maintain a national database of up-to-date information on persons who apply for and are ultimately issued with an ASIC or MSIC that is able to assist law enforcement to respond to a security incident
- mitigate the risk of ASIC and MSIC cards going to ineligible persons by preventing the use of fraudulent proof of identity documents to support the issue of ASIC and MSIC, and
- reduce duplication and improve the consistency and response time of the background checking in the aviation and maritime industries.
In late 2009, amendments to the AusCheck Act 2007 expanded on these objectives and authorised AusCheck to undertake other national security background checks, where authorised by primary legislation other than the AusCheck Act.
Our services
AusCheck’s major functional services are to:
- provide fast, fair and reliable background checking services, and
- maintain an accurate database of background check applicants and cardholders, with appropriate data integrity features.
These functions are further defined and performance measures articulated in AusCheck’s Business Plan.
Our conduct
The community has a right to expect high standards of service based on sound ethical values. The AusCheck Code of Conduct states that AusCheck staff must:
- act honestly and with integrity
- act with care and diligence and be sensitive to the needs of clients, and
- maintain a close focus on results and a strong commitment to accountability and continuous improvement.
In any dealings with us you can expect to be treated with courtesy, fairness and respect.
Who is this service charter for?
The community as a whole benefits from AusCheck’s activities, and while AusCheck is ultimately answerable to the Government, the primary groups with whom we have ongoing dealings are:
- operators of air and maritime services who are approved as issuing bodies
- operators of facilities that handle SSBAs who are approved as registered entities
- background checking partners
- government bodies
- overseas security regulatory bodies
- industry associations, and
- individuals who are the subject of a background check.
Our standards of service
As an organisation, AusCheck is committed to the provision of professional and consistent standards of service. We will treat your dealings with us as ‘in confidence’ and:
- act in a helpful and professional manner
- provide an accurate, concise and well-considered reply in plain English
- provide system access of 99 per cent agreed availability time. Agreed availability means we will notify our stakeholders of planned outages, eg. for system maintenance
- acknowledge of 100 per cent of all applications in one (1) business day
- complete AusCheck’s part in the background checking process in five (5) business days or less 98 per cent of the time (ie excluding time awaiting responses from checking partners or the person being checked)
- provide an update of application progress within twenty eight (28) business days, where completion within 5 business days is not possible
- tell you before commencing work if there is a fee for the services you have requested and provide an estimate of the overall fee, and
- where we are unable to assist, do our best to refer you to the most appropriate agency.
Your rights
As an individual
Apart from the right to be treated in a professional and impartial manner at all times, you have the right to:
- provide comment before an adverse finding is made
- ask for additional time to provide comments before an adverse finding is made
- lodge an appeal against an adverse decision that affects you
- lodge a complaint about AusCheck
- privacy and confidentiality of personal information, and
- access documents under the Freedom of Information Act 1982.
As an issuing body or registered entity
Apart from the right to be treated in a professional and impartial manner at all times, you have the right to:
- access services, facilities and information in a manner which meets your needs
- seek clarification of a decision that affects you, and
- lodge a complaint about a service provided by AusCheck.
Your responsibilities
As an individual
You can help us to provide you with the best available service by:
- being honest, courteous and professional in your dealings with us
- advising us of the most appropriate contact details for you, including your relevant title and Reference Number if applicable
- providing timely and accurate information to us, and
- providing feedback to us on the quality of our services.
As an issuing body or registered entity
You can help us to provide you with the best available service by:
- being honest, courteous and professional in your dealings with us
- advising us promptly of any changes to your contact details and key personnel
- making yourself aware of, and ensuring that you comply with, relevant legislative requirements
- attending scheduled meetings punctually and making any necessary facilities available within a reasonable time frame and/or within statutory requirements
- providing feedback to us on the quality of our services, and
- supporting us in our endeavours to improve national security.
Complaints
We all make mistakes and we’d like to know about ours, as this helps us to continually improve our service.
What to do
If we do not meet our stated standards or service levels, please follow these steps:
- identify the problem: determine what the exact nature of the problem is
- talk to the officer responsible: discuss the matter with the officer you have been dealing with
- if you are not satisfied with their response, ask to talk with their supervisor, and
- if you still have concerns, contact the Assistant Secretary, AusCheck or the Director, Corporate Governance & Coordination, Attorney-General’s Department.
Allegations against AusCheck officers
Complaints against an AusCheck officer should be referred to the Assistant Secretary in the first instance. The Executive Director may then refer the complaint to the Director, Corporate Governance & Coordination, Attorney-General’s Department for investigation.
AusCheck’s decisions where a review or appeal mechanism already exists
Decisions AusCheck makes may be subject to review or appeal under the Administrative Decisions (Judicial Review) Act 1997, or by the Administrative Appeals Tribunal. The AusCheck Service Charter does not replace these existing mechanisms.
Other avenues
If you’re not satisfied with our complaints service, you may contact the Commonwealth Ombudsman on 1300 362 072.
How to contact us
If you have any feedback (compliments, complaints or suggestions) or questions about this Charter, or require any information about AusCheck, please contact:
Assistant Secretary
AusCheck
Attorney-General’s Department
3-5 National Circuit
BARTON ACT 2601
AUSTRALIA
AusCheck’s web site: http://www.ag.gov.au/auscheck
Email: auscheck@ag.gov.au