Client Service Charter
Building our relationships
Writing to us
Concern about a staff member
Concern about a decision
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 grant reporting will also result in a reduction of red tape.
This client service charter sets out the standards the Department of Health (via its Health State Network) uses to provide services to existing and potential grant recipients.
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.
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.
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.
- Consulting our grants administration 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.
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 our enquiries inboxWe 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.
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.
Email our enquiries inbox
Health State Network
Australian Government Department of Health
GPO Box 9848
Canberra ACT 2601
For all urgent enquiries, please send an email to our enquiries inbox outlining your concern.
Assistance in contacting usThe 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 in this way please phone 1300 555 727 (speak and listen) or visit the National Relay Service website.
- 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.
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.
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.
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. For more information refer to our Grant Complaints web page.