From the Secretary
Climate change has been and will remain for the foreseeable future, a subject of intense and passionate national debate.
Our role in the Department of Climate Change and Energy Efficiency (DCCEE) is to lead the delivery of some of the most ambitious and significant reforms in Australia including:
- Reducing Australia's greenhouse gas emissions
- Improving Australia's energy efficiency
- Adapting to climate change, and
- Helping to shape a global climate change solution.
As a new Department, this is the very first Service Charter for DCCEE. We have developed it to tell you about the standard of service you can expect from our staff, what to do if you are unhappy with the service you receive and also to remind you of your responsibilities when dealing with us. We will review this Charter within six months of its release to ensure that it continues to achieve this important outcome.
As Secretary to the Department, my commitment is to improve the accountability, transparency, ethics and integrity of what we do in service to the Australian public. This Service Charter will help us provide quality results for the community as we move forward together in a positive and professional way.
Blair Comley, Secretary
Who we are and what we do
Our Charter
The DCCEE Service Charter is a public statement of our commitment to maintaining a strong client-focussed culture.
It tells you who we are and the standard of service you can expect when dealing with us. It also provides information about how you can better engage with us, how you can access information and how you can give us feedback about our performance.
Our Vision
To improve Australia's wellbeing by contributing to effective national and global responses to climate change, including the necessary transformation of the Australian economy.
Our Mission
To support Government in developing a more prosperous and sustainable Australia by leading and coordinating the mitigation of greenhouse emissions, promotion of energy efficiency, adaptation to climate change, and shaping of global solutions, through:
- Advice to Government that is of the highest quality, integrated, objective and well informed
- Ensuring quality outcomes by the effective design and delivery of programs, services and regulatory administration
- Building improved understanding of climate change risks, opportunities and responses, and
- Effective engagement and communication with the Australian public and stakeholders.
Our clients
Our clients and our stakeholders include any person or any organisation we provide a service to or who has an interest in what we do, and include:
- Australian Government Ministers
- Individuals and communities
- Business and industry
- Australian Government agencies
- State, territory and local governments and agencies
- Research organisations and education providers, and
- Other interest groups.
Our service standards
Values
We are committed to the Australian Public Service (APS) Code of Conduct and the APS Values. You can find out more by visiting APS website.
At the time of developing this Charter the APS Values were undergoing revision following recommendations made by the Advisory Group on Reform of Australian Government Administration, as outlined in their report Ahead of the Game: Blueprint for the Reform of Australian Government Administration. The revision process will ensure that the Values continue to be meaningful, memorable and effective in driving change across the APS.
Commitment to service delivery
We are specifically committed to:
Professionalism—we will be objective and impartial, act honestly, ethically and lawfully, and treat you with courtesy, consideration and respect.
Responsiveness—we will meet agreed timeframes and respond appropriately to enquiries or concerns.
Responsibility—we will be accountable for our actions and observe sound business practices.
Confidentiality—we respect the confidentiality of client information.
Continuous Improvement—we will monitor our performance and look for ways to improve our services.
Developing policy
When developing policy, we will:
- Consult appropriately to make sure that all relevant views and interests are considered
- Use appropriate and effective processes for analysing policy options, ensuring we identify and can manage likely risks and collateral impacts
- Ensure our advice is objective, logical and consistent with relevant government policies and initiatives
- Consider the implications and impacts of proposals on Aboriginal and Torres Strait Islander peoples and people of non-English speaking backgrounds, and
- Undertake appropriate research, consultation and mitigation strategies in order to minimise adverse effects on, and maximise opportunities for, disadvantaged groups in the community.
Administering schemes and programs
When administering our schemes or programs, we will:
- Administer lawfully, fairly and objectively
- Provide clear, accurate and timely information and advice
- Consult appropriately before making decisions, let you know about decisions that affect you, and explain them
- Respond professionally and appropriately to enquiries or concerns
- Apply robust program design, planning and management practices
- Support a culture that promotes fiscal responsibility, prudence and probity
- Work with representative organisations to facilitate access to our programs and schemes
- Ensure our service delivery is sensitive and culturally appropriate to Aboriginal and Torres Strait Islander peoples and people of non-English speaking backgrounds, and
- Publish service level agreements that outline specific service commitments for individual schemes and programs.
This is our first Charter and we are developing more quantifiable and measurable standards to be included in future years.
How you can help us
Your input
You can help us to meet these standards by:
- Giving us accurate and complete information
- Providing feedback and comments on the services we provide
- Treating our staff with courtesy and respect, and
- Being open and honest in your dealings with us.
Your privacy and freedom of information
In accordance with the Information Privacy Principles contained in the Privacy Act 1988, we will only use your personal information for the purposes for which you gave it to us. We do not share information about you with other government agencies, other organisations or other persons without your permission unless it:
- Is necessary to provide you with the services you have requested
- Is required or authorised by law, or
- Will prevent or lessen a serious or imminent threat to somebody's health.
You can ask us to correct errors or delete any incorrect information we have about you. To protect your privacy or the privacy of others, we may need to gain evidence of your identity before we can give you access to information about you or change it.
To gain access to your private information please contact:
The Privacy Contact Officer
Department of Climate Change and Energy Efficiency
GPO Box 854
Canberra ACT 2601
Australia
Phone: +61 2 6159 7258
Email: DCCEE-Legal@climatechange.gov.au
In some circumstances, you may be required to make a Freedom of Information (FOI) request to access the information. The Privacy Contact Officer will advise you in this regard.
Gaining access to information
The Freedom of Information Act 1982 gives you the right to request access to documents held by us, including documents about you.
To make a FOI request or find out more information, you can contact the FOI Coordinator at:
The FOI Coordinator
Department of Climate Change and Energy Efficiency
GPO Box 854
Canberra ACT 2601
Australia
Phone: +61 2 6159 7258
Email: FOI_Contact_Officer@climatechange.gov.au
Your feedback
Your feedback is important to us. It helps us to identify and understand emerging issues and trends, and gives us information that we can use to improve our services.
Feedback can include complaints, compliments or suggestions for improvement.
How to make a complaint or give feedback
You can contact us in accordance with the details listed in the Contact us section. If you have concerns about our day-to-day services please raise this with the staff member you are dealing with or ask to speak to their supervisor. We will try to resolve the problem as soon as possible.
We will:
- Answer phone calls promptly during normal office hours and identify ourselves
- Acknowledge all correspondence promptly and give an indication of when you can expect a full response
- Provide you with clear and accurate information where possible, noting that some information may be classified or not available for release, for example because of privacy restrictions
- Be respectful and sensitive to your needs and respond in a culturally sensitive way
- Advise you of your rights or options in relation to any decisions we make that affect you, and
- Ensure feedback and lessons learned are considered in the development and review of our schemes, programs and business practices.
Referral to other sources of help
If your complaint concerns a service that has been provided to you by a private contractor but paid for by us, we may need to refer you to your State or Territory 'fair trading' authority or appropriate agency.
In this case we will advise you who to contact and how to make your complaint.
Review of decisions
If you are unhappy with a decision made under a DCCEE program or scheme, you should in the first instance request reconsideration from the person who made the decision.
If you are still unhappy, you can ask the business or program area to have the matter referred for internal review. You can also make a direct request for an internal review by email at the address below.
An internal review is facilitated by an independent area of the Department and the review decision-maker will be a more senior officer in the Department.
If you would like to ask about internal review, you can contact internalreview@climatechange.gov.au.
Administrative Appeals Tribunal (AAT)
Some of the decisions under specific legislation administered by DCCEE can be reviewed by the Administrative AppealsTribunal (AAT). When a decision is reviewable by the AAT, we will advise you that this is the case. You can find out more about the AAT at www.aat.gov.au or call 1300 366 700 for the cost of a local call.
If you are not satisfied with a decision of the AAT on a question of law, you can appeal to the Federal Court.
Ombudsman
The Commonwealth Ombudsman’s role is to consider and investigate complaints from people who believe they have been treated unfairly or unreasonably by a Commonwealth Government agency or Department. The Ombudsman aims to resolve complaints impartially, informally and quickly. In most cases, the Ombudsman will ask you to try to resolve your complaint directly with DCCEE before making any further decisions about investigating the complaint.
You can find out more about the Office of the Commonwealth Ombudsman or call 1300 362 072 for the cost of a local call.
Fraud
In addition to costing all tax-payers money, fraud reduces the effectiveness of government policies and important programs that assist Australian industries and householders. It is our responsibility to the Australian public to prevent program benefits and privileges from being misused.
We are committed to ensuring that when fraud occurs it is detected rapidly, investigated effectively and prosecuted appropriately. In addition, we will make every effort to recover any proceeds relating to fraudulent activities.
What is fraud?
The Commonwealth Fraud Control Guidelines 2002 define fraud against the Commonwealth as:
"Dishonestly obtaining a benefit by deception or other means".
A benefit is not restricted to monetary or material benefits, and may be tangible or intangible. A benefit may also be one enjoyed by a third party rather than, or in addition to, the perpetrator of the fraud.
Telling us about fraud
We take all allegations of fraud seriously and will accept reports that are anonymous. If you suspect fraud, you can tell us about it by phoning, writing, emailing or visiting us. Information received will be assessed and investigated; however, if you do report an allegation, we will be unable to provide you with updates. When telling us about a fraud case you are encouraged to provide as much information as you can to enable a proper assessment.
To report a suspected fraud contact:
Risk, Review and Investigations Branch
Department of Climate Change and Energy Efficiency
GPO Box 854
Canberra ACT 2601
Phone: 1800 057 590
Email: investigations&intell@climatechange.gov.au
Or write to:
Risk, Review and Investigations Branch
Department of Climate Change and Energy Efficiency
GPO Box 854
Canberra ACT 2601
Non-compliance
Non-compliance with legislation or guidelines supporting schemes or programs can detract significantly from the effectiveness of those schemes and programs and can lead to the misuse of public monies.
If you are aware of non-compliance with the requirements of one of our schemes or programs you are encouraged to contact the Department and ask to speak to the relevant scheme or program area.
Contact us
The Department of Climate Change and Energy Efficiency is located in Canberra.
Postal address
GPO Box 854
Canberra ACT 2601
Australia
General enquiries
Phone: 1800 057 590 within Australia
Switchboard
Phone: 02 6159 7000 (Monday to Friday, 9am-5pm)
Other
Email: enquiries@climatechange.gov.au
If you have special needs
We are able to provide additional help if you have special needs. You can contact our general enquiries line to request special assistance. Alternatively, the specific services outlined below are available.
The Translating and Interpreting Service is a national service that is available to any person or organisation in Australia requiring interpreting assistance for information in languages other than English. The telephone number is 13 14 50.
The National Relay Service is a phone solution for people who have a hearing or speech impairment. The telephone numbers are 133 677 for the TTY service (also known as a teletypewriter or textphone service) or 1300 555 727 for the Speak and Listen (SSR) Service.
Maintaining our Service Charter
We will regularly review the standards set out in this Charter and make adjustments that take account of feedback and the evolving nature of our business.
We welcome your comments on how successfully this Charter meets your needs and appreciate any suggestions for improvement.
© Commonwealth of Australia 2011
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