Our Department’s Open For Business approach sums up our firm belief in the Department’s obligation and desire to listen and respond to your needs.
In line with the Department of Education, Employment and Workplace Relations’ (DEEWR) commitment to shaping a better future for all Australians through learning, science and innovation the Department sees itself as a continually evolving, growing organisation, responsive and receptive to changing client and stakeholder needs. Our clients’ views are vitally important to us. We want your ongoing input and suggestions for improving our service delivery. That is why this Service Charter, which sets out the high standards of service and professionalism you can expect from us while encouraging you to give us feedback on our services, is so important.
We support the Commonwealth Government’s commitment to shaping a better future for all Australians through learning, science and innovation.
We aim to:
provide quality analysis and policy advice to the Government on matters relating to education, employment and workplace relations;
deliver quality Government programs and services relating to education, employment and workplace relations matters.
To find out more about what we do and about our programs and services go to our Home Page at: www.dest.gov.au/directory/corp_pubs.htm
At DEEWR we believe our greatest asset is our professional, dedicated staff who demonstrate a ‘bias for action’ in their everyday working lives. Our staff are committed to providing quality client service as well as being receptive to clients’ needs.
When you deal with us through our National, State and District Offices, call service centres and Internet services, you can expect us to:
be courteous and respectful;
be open, honest and helpful;
respond quickly and accurately to requests for information. We aim to provide a full response to your enquiries or concerns within 10 working days. If we need more time to respond to a complex enquiry we will let you know how long it will take us to give you a response;
tell you how you can leave a message if you call us outside business hours or when our telephone call lines are busy;
be receptive and responsive to negative feedback and treat your complaints seriously;
inform you of your rights, obligations and entitlements;
respect your right to confidentiality;
use easily understandable language;
include the name and number of a Departmental officer in our written responses to you.
Our information services should:
clearly state the objectives, eligibility, benefits and obligations of participating in one of our programs as well as the appropriate avenues for applying to partake in one of our programs;
inform you of any significant policy changes and how they may impact upon you.
To find out more about the programs and services we offer you can contact the Service Charter Bureau:
Phone: 1300 363 079
Text Telephone for the hearing impaired (TTY) (freecall): 1800 554 609
Fax: 1300 367 806
Email: deewrcharter@deewr.gov.au
We welcome and value your feedback in helping us to meet your service needs.
We want to know if:
you have received outstanding service;
you feel we are not meeting our service commitments and service standards;
you have any ideas on how we can improve our programme and service delivery;
you are dissatisfied with the way you are being treated by a DEEWR program service provider.
You can give us feedback by:
contacting your nearest DEEWR Office:
look up the White Pages under the heading, EDUCATION, EMPLOYMENT and WORKPLACE RELATIONS, DEPT OF
contacting our Service Charter Bureau:
Phone: 1300 363 079
Fax: 1300 367 806
Email: deewrcharter@deewr.gov.au
Mail: DEEWR Service
Charter Bureau
GPO Box 9880
Canberra ACT 2601
Our Department is pro-active in consulting with its clients, service providers and stakeholders.
These consultations enable use to:
get views on:
how we deliver our programmes and services;
how we can improve the quality of our program and service delivery;
how we rate against our service commitments.
provide well-informed and balanced advice to Government.The Department operates a number of enquiry lines. Staff answer the calls during normal business hours. After these hours, you can leave a message. You can call:
The Service Charter Bureau Line - for general enquiries about our programs and services and for client feedback on the way we deliver our services.
1300 363 079 (local call costs)
The Australian Apprenticeships Referral Line – for enquiries about Australian Apprenticeships assistance and for getting a referral to Australian Apprenticeships service providers.
13 38 73 (free call)
The Australian Apprenticeships Client Support Line – for giving feedback, including complaints, about the way Australian Apprenticeships Centres deliver Australian Apprenticeships assistance to employers and apprentices.
1300 367 847 (local call cost)
Higher Education Contribution Scheme (HECS) Hotline/Postgraduate Education Loans Scheme (PELS) – for enquiries relating to debt remission.
1800 020 108 (free call)
AEI National Office of Overseas Skills Recognition Line – for enquiries relating to the recognition of overseas qualifications and skills.
- 1300 363 079 (local call cost within Australia)
- +61 3 8341 3611 (outside Australia)
Youth Pathways Programme Line - for enquiries about YPP and the service providers who deliver assistance under the Program.
Accounts Payment Line – for enquiries relating to claims for payment.
1800 680 103 (free call)