Grant Recipient Service Charter

The grant recipient service charter sets out the standards the Health State Network will use to provide services to existing and potential grant recipients.

Page last updated: 14 September 2016

A new way of delivering grants
Client Service Charter
Our staff
Building our relationship
Telephoning us
Emailing us
Writing to us
Contacting us
Concern about a staff member
Concern about a decision

A new way of delivering grants

The Department of Health has changed the way it manages grants. Grant administration activity has been consolidated into the Health State Network.

This is designed to enable a consistent, streamlined approach with improved quality for our stakeholders. The consolidation and centralisation of granting activity promotes the development of expertise and more efficient delivery across all stages of the grant life cycle. Streamlining of grant administration processes such as reporting requirements will also result in a reduction of red tape.

This client service charter sets out the standards the Health State Network uses to provide services to existing and potential grant recipients.

Client Service Charter for Grant Recipients

The Health State Network is committed to providing quality grant administration services to support Government policy decisions. We will work to support the Government’s commitment to ethical, economical, effective and efficient use and delivery of funds through a sustainable and consistent approach to grants management. Departmental staff will work together with key stakeholders through all stages of grants administration and build productive relationships with grant applicants and recipients to collaboratively achieve policy outcomes.

We aim to achieve high levels of grant recipient satisfaction by providing excellent standards of service in a professional manner by:
    • Providing a helpful and friendly service experience
    • Ensuring that our services are easy to access and inclusive
    • Treating you with courtesy and respect
    • Listening and responding appropriately to your needs in a timely manner
    • Ensuring privacy and confidentiality
    • Providing accurate information
    • Sustaining a process of continuous improvement in service quality.
We will carry out this commitment in line with the key principles for grants administration as stated in the Commonwealth Grant Rules and Guidelines and in keeping with our responsibilities under the Australian Public Service Values, Employment Principles and Code of Conduct as set in the Public Service Act 1999.

What benefits can I expect to see as a current or potential grant recipient?

The Health State Network of the Department of Health is committed to improving the grant funding process by streamlining reporting and reducing red tape in order to work in a more collaborative way with your organisation.

Your funding agreement is now managed in one central location in the department. This enables us to provide you with a single point of contact for your grant related queries and a consistent approach to templates and applications for funding.

In addition, we have introduced a new electronic funds management system that will provide for Recipient Created Tax Invoices (RCTIs) to eligible organisations. This will remove the requirement for you to issue and send tax invoices to receive payments; reducing time spent on funding administration. More information on RCTIs can be found on the Australian Taxation Office website.

Our staff

Staff in the Health State Network receive training that allows them to effectively handle your grant and respond to queries accurately. Our grant officers are also trained in the secure handling of commercially sensitive information and are required to disclose any potential conflict of interest they may have that may impact on grant assessments or grant administration. More information on staff policies can be found on our Grant Reform website.

The Department of Health values the expertise of officers that work within our policy divisions and recognises that you will continue to consult with these officers on policy matters that are beyond the scope of your funding agreements. Staff in the Health State Network work closely with officers in policy divisions to share information on emerging issues and provide you with coordinated responses to queries that span both policy and grant administration. Policy divisions will continue to play an important role in the design and evaluation of programs and funding agreements and in providing technical expertise for assessment of grant applications.

Building our relationship

To help us work effectively and efficiently together on grants, we ask for your cooperation by:
    • Consulting our Grants Reform website first to see if the answer to your query is already provided
    • Contacting us via our nominated contact methods (see below)
    • Telling us clearly who you are and what organisation you represent
    • Having relevant and accurate information available (e.g. grant reference number, invoice number, funding agreement)
    • Treating our staff with the same courtesy and respect that you expect to receive.

When you contact us by telephone

You will be given a single point of contact for your routine enquiries about your current grants. We will answer your call promptly, identify ourselves and endeavour to deal with your enquiry directly, without unnecessary referrals or transfers. You can expect that routine enquiries can be responded to with accurate information during the course of your phone call.

If we cannot deal with a telephone enquiry on the spot, we will provide you with the name of the person the request or enquiry will be referred to. Attempts will be made to transfer you to the appropriate person in the first instance. If the information is not readily available, we will request that the relevant person contact you directly. You can expect that your enquiry will be resolved or updated at the earliest opportunity.

Where a member of staff, including your assigned contact officer, is likely to be unavailable for more than one business day, you can expect that the officer will have made arrangements for someone else in the division to help you. Any calls made outside business hours will be diverted to voice mail. If you leave a message, you can expect that your call will be returned in a timely manner, within business hours.

When you email us at

We aim to acknowledge your email within one business day, where possible.

We aim to respond within five business days. If a full reply is not possible, you will be notified of a timeframe for response and a contact person.

Emails sent directly to your departmental contact officer will be responded to as promptly as possible. This will depend on the complexity of the enquiry, but will usually be no longer than five days.

When you write to us

We will aim to respond within 10 working days, taking into account any delays that may occur through the postal system.

If a full reply is not possible, you will receive an acknowledgement indicating the time in which the reply can be expected and the name of the officer to contact for related queries.

How you can contact us

Current and future grant recipients will have an officer identified in each funding agreement as your first point of contact, along with details of how to contact them. Other enquiries may be made in the following ways:

By phone
Freecall 1800 214 398

By email

By mail
Health State Network
Australian Government Department of Health
GPO Box 9848
Canberra ACT 2601

For all urgent enquiries, please send an email to outlining your concern and follow up with a phone call to 1800 214 398.

Assistance in contacting us

The National Relay Service is available to access any of the department’s listed phone numbers for those who are deaf or have a hearing or speech impairment. To access the department’s 1800 number please phone 1300 555 727 (speak and listen) or visit the National Relay Service website.


We welcome your feedback and value your comments on the grant administration services that you receive. We would like to hear from you if you:
    • Are satisfied with our service
    • Think we are not meeting our Charter commitments
    • Have ideas about how we can improve our service
    • Have a comment on the service we have provided.
While every effort is made to provide a high quality service, we recognise that there may be some occasions when you are not fully satisfied with the service that you have received.

If you notify us that you are dissatisfied with either a staff member’s performance or a decision that has been made, we will:
    • Listen to your concerns and address them fairly and efficiently
    • Record the detail of your complaint
    • Refer you to the most appropriate staff member if the matter cannot be addressed in the first instance, telling you who the person is and explaining what will happen next
    • Keep you informed of the progress and the outcomes of the issue/s you raised.

Concern about a staff member

If you are dissatisfied with the way a staff member has carried out their responsibilities, you may wish to lodge a complaint with the Health State Network. We aim to acknowledge any complaints, in writing, within 14 days of receipt.

If you are not satisfied with this written response, you can ask for the matter to be referred to a senior manager. The senior manager will contact and work with you to resolve the issue or refer the matter within the department if a breach of the code of conduct may have occurred.

Concern about a decision affecting your grant

If you are dissatisfied with a decision that has been made affecting the administration of your grant, you may ask for an explanation of the decision. It is usually helpful to discuss this directly with your nominated grant officer. If you are not satisfied with the outcome, you can ask for the matter to be referred to the staff member’s manager. The manager will work closely with you to resolve the issue or refer your issue for review. In any review, you will be given the opportunity to express your concerns and contribute to the resolution process.

All complaints are managed confidentially, in accordance with privacy legislation and in a way that is transparent and fair for everyone involved. Some decisions, such as the outcomes of grant funding rounds, have a separate process for feedback and complaint procedures. Details of our formal review processes are available at our website Grants Reform website.