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Department sets service standards

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The Hon. Warren Truss, MR Minister for Customs and Consumer Affairs Deputy Leader of the House

MEDI A RELEASE 2 July 1998 221/98


People dealing with the Department o f Industry, Science and Tourism (DIST) will have a better understanding of the service they can expect, thanks to the release o f the DIST Service Charter, the Minister for Customs and Consumer Affairs, Warren Truss, said today.

Mr Truss launched the charter on behalf o f the senior portfolio Minister, John Moore.

The Charter is one o f more than 130 Service Charters completed or being developed across Australian Public Service departments, agencies and business enterprises.

“The DIST Service Charter has been developed in consultation with staff and customers o f the Department to ensure all parties have a say about the standard of service they expect to deliver and receive,” Mr Truss said.

The Minister said the release o f the Service Charter reflected the commitment by the Federal Government for departments and agencies to meet certain customer service standards.

Key commitments made by the Department include:

• consulting widely whenever possible in developing policy advice; • disseminating information to customers about policy decisions that affect them; • providing clear and accurate information about programmes administered by the Department;

• responding promptly to telephone and written enquiries; and • continually reviewing the Charter in consultation with the Department’s customers. "

“This Charter will create a more open and responsive culture within the Department and enable it to better respond to the community it serves,” Mr Truss said.

A number o f Service Charters for particular customers o f the Department were also launched today. These Charters have been developed for customers o f the Australian Government Analytical Laboratories, the Australian Surveying and Land Information Group, and the

Ionospheric Prediction Service. Service Charters for Consumer Affairs and IP Australia have already been released.

As the Minister responsible for Consumer Affairs, Mr Truss has encouraged Service Charters to be produced across the public service.

“I will be reporting to Parliament shortly on the implementation o f Service Charters in the Public Service,” Mr Truss said. “This report will be an annual survey of the work being done to improve customer service across federal departments, agencies and business enterprises.”

The DIST Service Charter is available on the Internet at charter.html. Copies of Service Charters issued by the Department can be obtained by calling 1800 024 095.

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