Web Publishing Guide

Service Charters

Service charters are a powerful tool for departments, agencies, management and staff to continuously improve service delivery to the general public and other stakeholders, whether it be across the counter, by telephone or through electronic means.

A service charter is a short publication that describes the service experience a client can expect from an agency. It allows for an open and transparent approach that all parties understand and can work within. It covers key information about an agency’s service delivery approach and the relationship the client will have with the agency, including:

• what the agency does
• how to contact and communicate with the agency
• the standard of service clients can expect
• clients’ basic rights and responsibilities
• how to provide feedback or make a complaint.

Why Must I?

All departments and agencies that deal with the public are required to have a Service Charter.

• Commonwealth Government Service Charters (Australian Public Service Commission)

The Client Service Charter Principles [PDF, 185KB] (Australian Public Service Commission) ask agencies to consider online service delivery when developing or revising their Service Charters.

How Do I?

The following may also be relevant:

• Developing a Service Charter for policy functions (Australian Public Service Commission)
• AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations (Standards Australia)

Who Can Help?