The Department of Resources, Energy and Tourism aims to provide a high standard of service to all our stakeholders. This Service Charter explains the standard of service you can expect from us.
The Service Charter is the overarching Charter for the Department.
In this Section
Our Vision – Our MissionThe Department and its clients and stakeholders What you can expect from us Our service standardsHow you can help us How you can give us feedback How a complaint will be handledFreedom of Information ApplicationsSection 9 Freedom of Information Statement Our Vision – Our Mission
The Department’s overall aim is “enhancing Australia’s economic prosperity”.
We enhance Australia’s economic prosperity by improving the strength, competitiveness and sustainability of the Resources, Energy and Tourism industries through the provision of high quality policy advice and program delivery services for the Australian Government.
The Department and its clients and stakeholders
The Department of Resources, Energy and Tourism:
- Delivers apolitical, honest and frank advice policy advice to our Minister and when implementing the Government’s policies and programs.
- Administers legislation
- Manages programs
- Undertakes analysis
- Provides services to the business community
- Provides advice to the Government.
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What you can expect from us
We focus on achieving honest and ethical stakeholder relationships, underpinned by genuine consultation and feedback.
We provide high quality, evidence-based advice and decisions through informed judgment and prudent risk management.
We observe the Australian Public Service Values and Code of Conduct, which can be viewed at www.apsc.gov.au/values and www.apsc.gov.au/conduct.
We place a high value on:
- Being fair and impartial
- Being honest, ethical and professional
- Being helpful, courteous and considerate
- Acting with care and diligence
- Listening to what you tell us
- Understanding and responding to what you tell us.
In recognising the diverse needs of our users, we will:
- Ensure users have equal and sufficient access to relevant information
- Provide information and guidelines in plain language.
We will keep you informed through:
- Promoting our policies, programs and services using a wide range of methods, including our website (www.ret.gov.au)
- Responding promptly with accurate information to requests about our programs, functions and services
- Ensuring professional handover if your contact officer changes.
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Our service standards
When developing policy advice, we will:
- Consult widely
- Explain the process
- Provide reasonable timeframes to respond to policy proposals.
When policy decisions have been made, we will:
- Provide information to stakeholders about decisions
- Consult stakeholders during the implementation of decisions.
When administering programs, we will provide:
- Clear, accurate advice and information
- Fair, unbiased treatment
- An explanation of our decisions.
When you deal with us, we will abide by the Privacy Act 1988, which requires us to:
- Keep your personal information private and confidential unless the law requires disclosure
- Give you access to your personal information if you ask.
If you phone us, we will:
- Return telephone messages promptly
- Respond to queries we are unable to resolve immediately within a reasonable time.
If you e-mail or write to us, we will:
- Respond to written queries and requests for current Departmental printed information or publications in a timely manner. If your query is complex, we will provide an interim response to inform you of our progress.
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How you can help us
To help us provide you with quality service, we need you to:
- Provide timely information that is easily understood, accurate and as complete as possible
- Provide feedback on our performance
- Wherever practical, use the online services we offer at www.ret.gov.au as most of our information is available on our website.
If you require further assistance, you can contact us by:
Phone: 02 6276 1000 (between 9:00am and 5:00pm Monday to Friday)
Email: ret@ret.gov.au
Writing:
Chief Financial Officer
Department of Resources, Energy and Tourism
GPO Box 1564
Canberra ACT 2601
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How you can give us feedback
We value your feedback.
We conduct client satisfaction and stakeholder satisfaction surveys on policy development and service delivery. If you are pleased with our service or otherwise, let us know.
To provide us with feedback, you can contact the staff member you have been dealing with, or you can contact us on the details provided above.
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How a complaint will be handled
If you have a complaint, we will:
- Investigate your complaint to provide a remedy when we are at fault and prevent it from recurring; and
- Provide a detailed and timely response to your complaint, including information on actions we took as a result.
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Freedom of Information Applications
Under the Freedom of Information Act 1982, members of the public can seek access to documents and files held by the department.
Applications must be in writing and there is a $30 application fee. Cheques and money orders should be made payable to the Department of Resources, Energy and Tourism. FOI requests should be sent to:
The Freedom of Information Coordinator
Department of Resources, Energy and Tourism
GPO Box 1564
CANBERRA ACT 2601
The Freedom of Information Act 1982 provides that charges may be imposed for processing requests.
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Section 9 Freedom of Information Statement
The Department’s Freedom of Information Section 9 statement sets out documents that are provided by the agency for the use of, or are used by, the agency or its officers in making decisions or recommendations, under or for the purposes of an enactment or scheme administered by the agency, with respect to rights, privileges or benefits, or to obligations, penalties or other detriments, to which persons are or may be entitled or subject.
The Guide for FOI decision-makers, prepared for use by officers in the Commonwealth involved in processing FOI requests, outlines the Department’s FOI processes and contains general information on key provisions of the FOI Act.
The FOI Coordinator can be contacted on (02) 6243 7026 or (02) 6213 6736 to discuss any prospective request.
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