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Austrade's Service Charter

Austrade’s Service Charter sets out the level of service you can expect from Austrade.

Our service values

Austrade will endeavour to:

  • provide information and insight based on our experience and networks in Australia and around the world
  • be professional when assisting your organisation
  • be flexible and responsive to meet your particular business needs.

Our service standards for Australian exporters and education providers

  1. We will clearly explain our service offerings as they apply to your business needs.
  2. We will explain any fees and costs associated with our services and provide you with a written quote before commencing work on your behalf.
  3. If you contact us, we will respond within two working days of receiving your enquiry. If your enquiry is complex and we cannot respond immediately, we will inform you of our progress and work towards an agreed set of goals and deadlines.
  4. We will maintain the confidentiality of your information in accordance with the Australian Government’s legal and regulatory requirements, as well as government policies regarding the disclosure of information to Parliament and the Australian Government.
  5. We will endeavour to connect your organisation with relevant international business opportunities.
  6. We will provide you with clear information about Austrade’s Export Market Development Grants (EMDG) scheme, and will provide advice regarding your eligibility and the application and assessment process. We will process your application promptly and efficiently in accordance with the EMDG legislation.
  7. If Austrade is unable to assist with your request, we will endeavour to refer you to appropriate service providers that may be better able to address your enquiry.
  8. In line with Australia’s anti-bribery laws, we will not provide business-related services to any party that we are aware has breached laws prohibiting bribery and related behaviour. We will also report credible evidence of any breach to the relevant authorities.

Our service standards for international organisations seeking to invest in Australia or buy products or services from Australia

  1. We will endeavour to introduce you to Australian business connections that can help you achieve your goals.
  2. We will clearly explain the opportunities and sources of assistance that may be available to you within Austrade and from other organisations.
  3. If you contact us, we will respond within two working days of receiving your enquiry. If your enquiry is complex and we cannot respond immediately, we will inform you of our progress and work towards an agreed set of goals and deadlines.
  4. We will maintain the confidentiality of your information in accordance with the Australian Government’s legal and regulatory requirements, as well as government policies regarding the disclosure of information to Parliament and the Australian Government.
  5. To assist you with your business needs, Austrade may provide your information to other Australian government departments and Australian state and territory governments.
  6. If Austrade is unable to assist with your request, we will endeavour to refer you to appropriate service providers that may be better able to address your enquiry.
  7. In line with Australia’s anti-bribery laws, we will not provide business-related services to any party that we are aware has breached laws prohibiting bribery and related behaviour. We will also report credible evidence of any breach to the relevant authorities.

Austrade’s multicultural plan

Under the Australian Government’s multicultural access and equity policy, government programs and services should be accessible by all eligible Australians, respond to their needs, and deliver equitable outcomes for them regardless of their cultural or linguistic background.

Austrade is committed to ensuring that Australia’s culturally and linguistically diverse exporters are aware of our services and programs, and have the potential to access our services.

Our 2013–2015 plan for implementing this is vision is here.

Measuring our performance

From time to time, Austrade may seek your feedback directly or through a satisfaction survey. Your feedback helps us to improve our service delivery in Australia and overseas, and to identify issues that are important to you.

We welcome your feedback at all times. Simply call us, write to us or send us an email. If you have a problem you need resolved, please raise it directly with an Austrade staff member or write to the Austrade Services Manager.

If at any stage you are dissatisfied with how we are handling or have handled a complaint, you may contact an office of the Commonwealth Ombudsman and/or the Privacy Commissioner.

Site Information

Austrade makes no warranty, express or implied as to the fitness for a particular purpose, or assumes any legal liability for the accuracy or usefulness of any information contained in this document. Any consequential loss or damage suffered as a result of reliance on this information is the sole responsibility of the user.