Service Charter

Read about our service values, service standards for different client groups, and how to provide feedback on our services.

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

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.

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
• have the potential to access our services.

Provide feedback

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
• identify issues that are important to you.

We welcome your feedback at any time. Simply complete our services feedback form.

If you have a problem you need resolved, please raise it with an Austrade staff member or use the services feedback form.

If you are dissatisfied with how we are handling or have handled a complaint, contact the Commonwealth Ombudsman and/or the Office of the Australian Information Commissioner.