Secretary's Foreword

The Department of Immigration and Citizenship (DIAC) manages the permanent and temporary entry of people to Australia, and the settlement of migrants and refugees. We promote the value of citizenship and cultural diversity.

Our work is underpinned by our guiding principle of people our business. We are committed to having well trained and supported staff, and to developing and maintaining an open and accountable culture that is fair and reasonable in dealing with our clients.

We know how much you value excellent client service and our goal is to give you that level of service. Therefore, it is important that we know what to expect from each other.

Our newly developed client service strategy will enhance the ways we deliver our services. With a focus on client service excellence, efficiency and integrity, we are making significant improvements in the way we serve you.

Your feedback is highly valued because we use it as an indicator of our performance against our service standards. Your feedback can be a compliment, complaint, statement or a word on how you felt as you engaged with us through any of our service delivery channels.

Andrew Metcalfe
Secretary

Next topic: Our Service Standards