Australian
Trade Commission
Annual Report 2013–14
A A
  • Preliminary pages
    • Austrade at a glance
    • Letter of transmittal
    • Highlights from 2013–14
    • Outlook for 2014–15
    • Austrade locations
    • Auditors and acknowledgements
  • Agency overview
    • About Austrade
    • Chief Executive Officer's report
    • Austrade's network
    • Reporting framework
    • Organisational structure
  • Performance reporting
    • Outcome 1
    • Programme 1.1: Trade, education and investment promotion
    • Programme 1.2: Trade development schemes—Export Market Development Grants
    • Programme 1.3: Trade development schemes—Asian Business Engagement Plan
    • Outcome 2
    • Programme 2.1: Consular and passport services
    • Tourism policy, programmes and research
    • Programme 3: Tourism-related initiatives and management
  • Management and accountability
    • Corporate governance
    • Risk management
    • Legislative framework and external scrutiny
    • Management of human resources
    • Financial management and business assurance
    • Managing knowledge and information
  • Financial statements
    • Financial performance
    • Independent auditor's report
    • Certification of financial statements
    • Financial statements
    • Notes to and forming part of the financial statements
  • Appendixes
    • A: Staffing overview
    • B: Austrade and TradeStart locations in Australia and TradeStart partners
    • C: Austrade's Service Charter
    • D: Work health and safety
    • E: Financial and staffing resources
    • F: Ecologically sustainable development and environmental performance
    • G: Advertising and market research
    • H: List of requirements
    • List of figures and tables
    • Abbreviations and acronyms
    • Index
Austrade Annual Report 2012–13

Download complete Annual Report as PDF

Part Five
Appendixes

Appendix C

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

  • We will clearly explain our service offerings as they apply to your business needs.
  • We will explain any fees associated with our services 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 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.
  • We will maintain your confidentiality 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.
  • We will endeavour to connect your organisation with high-potential international business opportunities.
  • 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.
  • 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.
  • 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

  • We will endeavour to introduce you to Australian business connections that can help you achieve your goals.
  • We will clearly explain the opportunities and sources of assistance that may be available to you within Austrade and from other organisations.
  • 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.
  • We will maintain your confidentiality 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.
  • To assist you with your business needs, Austrade may provide your information to other Australian Government departments and Australian state and territory governments.
  • 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.
  • 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 programmes 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 programmes, and have the potential to access our services.

Our 2013–2015 plan for implementing this vision is available on the Austrade website, www.austrade.gov.au.

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.

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