Service Standards
Courtesy
We will identify ourselves to all people who contact us and we will always provide a contact name and telephone number.
We will at all times treat you in a professional and polite manner.
What we cannot do
Staff cannot provide legal advice or legal representation in matters arising from complaints, and staff cannot act as an advocate for parties in seeking resolution of complaints.
Our expectations of you
In order for staff to provide you with a quality service, the Commission expects that you will:
- treat us with courtesy
- be honest in all your dealings with us
- provide information when requested to help the Commission deal with the issue
- keep the Commission informed of any developments that have a bearing on a complaint to which you are party
How you can make a suggestion or complaint about the commission's service to you
We welcome hearing from people who have used our service. You can make suggestions or complaints about the work of the Commission by contacting us by phone, in person, by letter or email. We will take your suggestions seriously and we will deal with complaints quickly, thoroughly and fairly.
- Complaints by phone or in person will be discussed at the time they are made and, if they cannot be resolved immediately, we will be in contact within a week.
- Written complaints will be responded to in writing, with at least an interim response within a week.
- If the complaint is about a staff member, a more senior staff member will respond to it.
- If you are not satisfied with the processes we offer, you can make a complaint to the ACT Ombudsman.
- We will report on the suggestions and complaints we receive in our Annual Report.
Last updated 12 Aug 2009
