Client Service Charter

The Department of Immigration and Citizenship manages the permanent and temporary entry of people to Australia and the settlement of migrants and refugees. We promote the value of citizenship and cultural diversity.

Our work is underpinned by our guiding principle of people our business. We are committed to having well trained and supported staff and to developing and maintaining an open and accountable culture that is fair and reasonable in dealing with its clients.

Our Charter

The Charter tells you about:

• our commitment to quality service
• how you can help us help you
• service standards
• our information and services
• how to provide feedback or make a complaint

Table of contents

• Our Commitment
• How you can help us help you
• Our Service Standards
• Our Information and Services - Contacting Us
• External Immigration Advice and Assistance
• Your Feedback
• Decision Review Processes
• Other Useful Contacts

Printable version of our Client Service Charter

For a printable PDF version of our Client Service Charter
See:
Client Service Charter (1MB PDF file)
Client Service Charter - Translated Versions