New South Wales Client Reference Group

Information, Terms of Reference and other material related to the New South Wales Client Reference Group.

Terms of reference

The Client Reference Group for New South Wales will:

1. As an external representative group, provide advice and comment on the quality and appropriateness of the department’s service delivery both in New South Wales and within the department’s national network of services.
   (Service Delivery is to cover all areas of the Department including Citizenship, Settlement and Compliance).
2. Work with the department to ensure it:
   • is open and accountable
   • is fair and reasonable in its dealings with clients
   • has well trained and supported staff.
3. Examine the development of alternative models of service delivery, including:
   • opening hours
   • the effectiveness of the outreach program
   • the capacity to further exploit the e-services environment
   • the use and effectiveness of the appointment system.
     (Alternate models of service delivery should maximise access for clients. The Client Reference Group also seeks to build partnerships with community groups and non-DIAC bodies that represent the needs of clients).
4. Provide an opportunity for members to raise concerns regarding the application of departmental policy, procedures and impact of legislation.
5. This is not a forum for the discussion of individual cases or interest group issues.
6. The NSW Asylum Seekers Refugee Forum (NASRF) will deal with policy issues regarding refugees and asylum seekers.
7. The department will update on progress of, and the making of changes, providing an opportunity for comment on proposed changes prior to implementation, where practicable.
8. Meet a minimum of four times a year. The Client Reference Group will use all modes of communication for out of session issues and/or convene as required.

Membership

The table lists the members of the New South Wales Client Reference Group

Name	Organisation
Ms Diana Cross	ARUP
Mr Wayne Parcell	Business Immigration Services Ernst and Young
Ms Melanie Duncan	Charles Sturt University (Head of Admission)
Mr George Masri	Commonwealth Ombudsman
Mr Frank Donatiello	Convener of the Migration Alliance (West Group)
Mrs Edna McGill	Ethnic Communities Council of NSW
Ms Andrea Christie-David	Immigration Advice and Rights Centre
Ms Geraldine Read	Legal Aid Commission of New South Wales
Ms Liana Allan	Migration Alliance – Convener
Mr Christopher Levingston	Migration Alliance – Treasurer
Mr Anthony Sim	Migration Alliance – Secretary
Mr Jonathan Granger	Migration Institute of Australia
Mr Kevin Lane	Migration Institute of Australia
Mr Angela Chan	Migration Institute of Australia
Ms Juhan Lubek	Migration Review Tribunal – Refugee Review Tribunal
Ms Katie Malyon	NSW Law Society
Mr Tom McAlary	NSW Trade and Investment
Mr Geza Karacsony	University of Western Sydney – Chair, NSW/ACT Universities ESOS Reference Group

Further information

For further information on the New South Wales Client Reference Group or about the way we engage with stakeholders in NSW.
See: NSW Client Reference Group enquiry form

Return to: New South Wales