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FaHCSIA Service Charter

Improving the lives of Australians

This Service Charter of the Department of Families, Housing, Community Services and Indigenous Affairs (FaHCSIA) outlines our purpose and the high standards of service you can expect from us. The charter was developed with the assistance of our staff and clients. For the purpose of the charter, our clients include:

• our service providers
• community organisations
• individuals who contact us or use our services.

Our services are delivered through government organisations such as Centrelink, the Child Support Agency and the Family Assistance Office and through non-government organisations. Through our service agreements with these organisations we work to ensure that the services are delivered efficiently and meet FaHCSIA standards.

FaHCSIA has a national office in Canberra and a wide regional presence through a network of state and territory offices around Australia.

Our Service Standards: what is important to us

• Integrity - We do what we say we will do and act with probity.
• Responsibility - We are accountable for our decisions and behaviours.
• Wisdom - We use our collective and individual knowledge, insight and judgment.
• Fairness - Our decisions and behaviours will be free of self-interest and bias.
• Care and Respect - We have high regard for our clients, business partners and each other and we show consideration and appreciation in all our dealings.
• Accuracy of information - We will maintain accurate and comprehensive records. We will provide accurate and relevant information. We will keep our publications up-to-date. We will clearly explain the reasons for any decisions we make.
• Confidentiality - We will treat all information confidentially in accordance with the Commonwealth privacy provisions and laws.
• Access - We will make our services accessible and provide information in a format that is easy to understand.
• Effective Partnerships - We aim to consult widely to make sure that the views of our partners, clients and stakeholders are properly considered in developing or reviewing policies or services. We will also provide as much time as possible for comment on any proposals that affect our business with you.

Feedback

We are genuine in making our service commitments, but recognise that we do not always get it right.

If you would like to provide feedback about any of our services or those delivered by our funded service providers please contact us, as we want to identify any problems or areas where changes can be made. FaHCSIA has a formal complaints service and you can lodge a complaint by telephoning 1300 653 227.

If you require an alternative version of the Service Charter please telephone the FaHCSIA Switchboard on 1300 653 227.

If you are deaf or have a hearing or speech impairment, you can use the the National Relay Service to contact any of FaHCSIA's listed phone numbers.

If you are dissatisfied at any time with our handling of your complaint, you can also contact the Commonwealth Ombudsman.