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This Charter was developed after consultations with our clients and represents our commitment to improve our service performance. The Charter sets out the service standards clients can expect from Austrade and outlines how they can provide feedback. Our clients rate our performance against each service standard (stated below) in our annual Client Satisfaction Improvement Study (CSIS).
Our service values
- Understand your business and work with you in partnership
- Provide advice and information based on experience and networks we have established across Australia and around the world
- Be commercially focused and deliver services that are tailored to your needs
- Be professional and highly motivated to help your business
- Be flexible and responsive in meeting your particular needs
Our service standards
- We value the information you give us and will maintain confidentiality.
- Austrade will endeavour to deliver business opportunities that best match your export business.
- We will clearly explain our service offerings and advise you on which ones will best meet the needs of your business.
- Austrade will explain any fees and provide you with a written quote before commencing work on your behalf.
- If you contact us we will respond within two working days of receipt of your enquiry. If your business enquiry is more complex we will inform you of our progress. Austrade will agree with you on timeframes, deliverables and follow up.
- We will keep you informed of major developments that affect your export activities.
Austrade will provide you with clear information on eligibility, application and assessment process for our Export Market Development Grants (EMDG) and will process your application promptly and efficiently in accordance with the EMDG legislation.
- We will provide appropriate referrals if Austrade cannot help you.
For business enquiries you can contact us on 13 28 78 between 9.00am–5.30pm Australian Eastern Standard Time (AEST) or on our website.
Help us to help you
- Brief us clearly about your products or services and business objectives
- Allow realistic lead times and keep us informed of your timeframes for taking action
- Let us know how we might improve our services and/or when we have done a good job
Measuring our performance
Austrade will review the charter and provide opportunities for you to comment on your satisfaction with our services through our annual client satisfaction survey and other research. This will allow us to measure the outcomes of our assistance and identify issues and service aspects that are important to you.
Consultation and feedback
We welcome your feedback. Simply call us, write to us or send us an email. If you have a problem you need resolved please raise it with the staff member concerned or write to our Client Service Manager:
Austrade, GPO Box 5301, Sydney NSW 2001
Email: clientservicemanager@austrade.gov.au
If, at any stage, you are dissatisfied with our handling of your complaint, you may contact an office of the Commonwealth Ombudsman and/or the Privacy Commission.
Contact us
For business enquiries you can contact us on 13 28 78 between 9.00am–5.30pm Australian Eastern Standard Time (AEST) or on our website.
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