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1007.0 - Informing Decisions - Australian Bureau of Statistics Service Delivery Charter, 2014-17  
Latest ISSUE Released at 11:30 AM (CANBERRA TIME) 21/10/2014 Released Today  
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ABOUT THE CHARTER

The Australian Bureau of Statistics (ABS) is committed to providing quality service to all our customers, both in Australia and overseas. This Charter details what you can expect when you approach us for information or help with our products.

In recognition of the diversity of our customers, we provide a range of statistical information and other services. Our website provides ABS data of broad interest to the public free of charge and is supported by a telephone enquiry service to assist you in finding and accessing our data. We can also provide more complex data requests on a cost recovery basis including:

    • Tailored data requests
    • Microdata access.
More complex requests are assessed and a quote is provided. Fees are based on the complexity of the request and the time required to complete the work.

OUR COMMITMENT TO SERVICE STANDARDS

We comply with the Australian Public Service Values and Code of Conduct and are committed to improving our customer service based on the feedback we receive from you.

General enquiries - we will:

    • Provide a telephone enquiry service during regular business hours of 9:00am and 5:00pm Australian Eastern Standard Time (AEST) Monday to Friday
    • Respond to general information email enquiries and enquiry forms as soon as possible
    • Forward more detailed enquiries to the right expert within the ABS.

ABS website - we will:
    • Ensure the website is available 24 hours a day, seven days a week, subject to events outside ABS control
    • Let customers know when our website will be unavailable due to maintenance
    • Publish information and products to the website daily from 11.30am (AEST) Monday to Friday
    • Advertise future releases or changes to release dates on the website
    • Address and communicate quality issues identified in statistical releases as soon as possible.

Consultancy services - we will:
    • Respond to customer enquiries as soon as possible
    • Provide a quote as soon as possible based on specific customer information requested and final specifications
    • Deliver information requested within the time frame negotiated between the customer and the ABS consultant.

Microdata access - we will:
    • Respond to customer enquiries as soon as possible
    • Provide customers with access to microdata products and services as soon as possible.

HOW YOU CAN CONTACT US

ABS offices are located in all capital cities in Australia. Refer to our website Contact Us page for details or phone us on 1300 135 070.

The ABS Privacy Policy provides information on how we will manage your personal information.

WEBSITE ACCESSIBILITY

The ABS is committed to ensuring that its online information and products are accessible to the widest possible audience, regardless of ability, technology or platforms.

Due to technological limitations, it is not possible to make the website entirely accessible in a cost effective manner. This limitation means that some tables, products or parts of the website may be less accessible to some users.

Call us on 1300 135 070 if you need help with any of our web content that is not accessible, including for people with a disability. For language translation, the ABS is willing to arrange for the content you require to be translated into a more suitable format at no additional cost to you. You can also phone the Translating and Interpreting Service (TIS) on 13 14 50 for help with your call. This is a free service.
If you are experiencing difficulties accessing content for any reason or for further information about having content translated please Contact Us.

TELL US WHAT YOU THINK

If you would like to make a suggestion, complaint or compliment an ABS staff member or team for the service you receive, we invite you to provide feedback by phoning 1300 135 070 or using the website feedback form on the Contact Us page.

Complaints will be acknowledged within one week of receipt. Depending on the complexity of your complaint, we may need more time to investigate your case before it can be resolved. We will write to you advising of the outcome within 4 weeks of receiving your complaint.

If you are not satisfied with the outcome of your complaint, you can request a review of the decision by writing to:

        Complaints Review Officer
        Policy and Legislation Section
        Australian Bureau of Statistics
        Locked Bag 10
        Belconnen ACT 2616
If the review outcome is unsatisfactory, you may make a complaint with the Commonwealth Ombudsman www.ombudsman.gov.au.

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Commonwealth of Australia 2014

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