Performance against the Client Service Charter
Review of the Client Service Charter
In 2000, the government announced that all agencies delivering services directly to the public are required to have a Client Service Charter in line with the government’s Client Service Charter Principles. We introduced the Client Service Charter in 1998, and it has been reviewed twice since then in 1999 and in 2005-06.
The Secretary launched the revised draft Client Service Charter and Client Service Strategy for Visa & Citizenship Services on 8 August 2005. There was a two month period of staff and public consultation, which involved direct invitations to key stakeholders and requests for public input published in capital city and community newspapers.
Extensive discussions were undertaken to ensure we were aware of clients’ and stakeholders’ needs and opinions. The broad public consultation has produced an informed practical charter developed through true consultation. It also emphasises publicly the commitment we have made to change and increase client focus, and ensures we are supported by ‘live’ strategies and service standards.
The new Client Service Charter was launched by the Minister on 2 June 2006 as part of our Client Service Improvement Programme.