DIAC Transformation Program
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The department is undergoing a wide-ranging transformation program to position itself as the best immigration and citizenship organisation in the world – equipped to compete in global markets and attract the best migrants and key skills required for Australia.
Why are we transforming the department?
We are a global organisation. In order for us to deliver globally consistent services to our clients we will be improving the channels through which you can communicate and interact with us.
We will work toward making it easier to access the department through such things as:
- improved and integrated telephone and online services
- greater automation of transactions
- increased access through engaging external service providers
- linking better with business and the community.
Transforming the department will allow us to improve our client service performance, improve the consistency in our decisions and deliver services more efficiently and effectively.
What and when will it happen?
Delivery of the transformation program has commenced and will continue to be implemented over the next five years. The changes will be progressive and more detailed information will be provided at each stage.
What it means for you
The transformation is about improving our services to you by providing improved channels for engaging the department and increasing the consistency and accuracy in our programs.
Over time this means that you will be able to engage the department in a range of ways through our offices, service centres (contact centres), online and a range of third-party service providers. We are committed to improving our client service through the transformation.
What it means for your organisation
The department works closely with many other government agencies, professional and representative bodies, businesses, service providers, and community organisations.
From 2010, while we work to transform the way we deliver services globally, we will continue to stay focused on delivering our usual business, and government programs and services.
You will continue to deal with the department in relation to your specific issues as you do now. We will continue to work closely with industry, stakeholders and community and advocacy groups.
At the same time, the transformation roll-out will make it easier for you to conduct your business and access high quality information and support services.
More information
For more information you can contact the general enquiries line.
See: National Telephone Numbers > General Enquiries