Customer Service Charter

What we do

The role of Economic Development and Tourism is to lead economic and industry development in Tasmania.

We aim to achieve community, industry and government development goals by creating a competitive business environment, promoting and attracting investment and by helping individuals, enterprises and industries to grow and become internationally competitive.

Our services to industry and business include:

• providing general information on the Tasmanian business environment and industry sectors
  

• helping businesses enter and expand markets outside the State
  

• helping businesses become more internationally competitive
  

• helping businesses commercialise innovative products and services
  

• facilitating business investment into Tasmania.
  

We are also responsible for sport and recreation matters in Tasmania. Through Sport and Recreation Tasmania we aim to ensure all Tasmanians have the opportunity to participate in sport and recreation and share in the resulting benefits that accrue to individuals and our communities.

Who are our customers

Our customers include members of the Tasmanian community and business sector, local, state and federal agencies.

We are a customer focused agency that values:

• dialogue with customers

• accountability and responsibility

• co-operative partnerships

• confidentiality

• diversity

• a forward thinking approach.

Our customers can expect:

• prompt, courteous and competent service

• accurate, reliable and easy to understand information and advice

• transparent processes in decision making.
  
  

Our customer standards:

We will:

• provide office contact hours from 8.45am to 5pm on business days
  

• ensure customers with appointments are seen on time
  

• answer telephone calls within 6 rings

• identify ourselves when answering the telephone

• return telephone messages within 48 hours

• ensure correspondence is clear, concise and relevant
  

• provide a contact name and details on all correspondence
  

• respond appropriately to correspondence within 5 working days of receipt
  

• advise applicants for industry assistance and community programs of timelines for processing, notification and funding
  

• maintain clean and appropriate visitor facilities
  

• widely publicise contact points for our agency – offices, telephones, mail, fax, email and internet
  

• listen and respond to your feedback.
  
  
  

How you can help us:

We are committed to continuous improvement of our service and quickly responding to any problems. You are welcome to provide feedback to us by:

• discussion with the staff member concerned, or their manager
  

• participating in our regular customer satisfaction surveys when contacted
  

• email: info@development.tas.gov.au
  

• write to:
  Secretary,
  Department of Economic Development and Tourism
  GPO Box 646
  Hobart Tasmania, Australia 7001
  
  
  

How to make a complaint:

If you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing, who will try to help. If you prefer, please ask to speak to a manager who will also try to help. We aim to resolve all difficulties at local level where possible.

If you remain dissatisfied and wish to make a complaint, you can contact the department’s Customer Complaints Officer, who will arrange for your complaint to be formally investigated.

Complaints may be made either verbally or in writing to:

The Customer Complaints Officer
The Department of Economic Development and Tourism
GPO Box 646,
Hobart Tasmania, Australia 7001
ph: 03 6233 5888
fax: 03 6233 5800
email: customercomplaints@development.tas.gov.au

If you are not satisfied with the outcome of the review by the Department you may refer the matter to the State Government Ombudsman.

The Ombudsman’s role is to investigate complaints about the administrative actions of government departments, councils and public authorities.

The aim is to resolve individual complaints and to promote fairness, openness and good public administration in the state of Tasmania.

This service is free, independent and impartial.

The Ombudsman may be contacted at:

Office of the Ombudsman
99 Bathurst Street, Hobart, 7000, Ground Floor
Postal Address: GPO Box 960, Hobart 7001
Telephone: 1300 766 725
Facsimile: (03) 6233 8966
Email address: ombudsman@justice.tas.gov.au

The Future:

Our customer service charter sets the goals for service standards. To improve our performance we will:

• include customer service as an integral part of our business planning process

• identify and address customer service barriers

• provide staff with the training to serve you better

• monitor our performance and include it as part of our annual report.