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Customer Service Charter Performance - July 2007

Centrelink's Customer Service Charter is a public statement of our commitment to excellence in service delivery. It tells you the standard of service that you can expect from Centrelink and what you can do if you are unhappy with the services you received.

The information below shows the results of our performance against each of the service commitments to you in our Customer Service Charter, as at the end of July 2007.

We said: You can expect us to make it easier for you to use our services.

Our Standard:

We will answer 70% of your phone calls within two and a half minutes (you may have to wait longer during our busiest times).

Our Performance:

• 61% of phone calls were answered within two and a half minutes (for more information, go to Call Centre Performance).

Our Standard:

We will reduce the time that you wait in a queue when you come in to a Centrelink office.

Our Performance:

• 57% of customers surveyed reported that they were satisfied with the length of time that they spent in a queue when they came into a Centrelink office.*
• 11.8% reported that they didn't have to wait in a queue, while 42% reported that they waited more than 10 minutes in a queue.*

Our Standard:

If we can't answer your question immediately, we will get back to you within an agreed time.

Our Performance:

• CSCs - 75.1% of customers surveyed agreed that staff in CSCs always get back to them within an agreed time if they cannot answer the question immediately.*
• Call Centres - 53.4% of customers surveyed agreed that staff in Call Centres always get back to them within an agreed time if they cannot answer the question immediately.*

We Said: You can expect us to treat you with respect and courtesy.

Our Standard:

We will always behave towards you in a way which upholds the Australian Public Service Code of Conduct and the principles of the Charter of Public Service in a Culturally Diverse Society.

Our Performance:

• CSCs - 92.1% of customers surveyed reported that Centrelink staff in the CSCs treat them in a way which upholds the Australian Public Service Code of Conduct and the principles of the Charter of Public Service in a Culturally Diverse Society.*
• Call Centres - 95.7% of customers surveyed reported that Centrelink staff in Call Centres treat them in a way which upholds the Australian Public Service Code of Conduct and the principles of the Charter of Public Service in a Culturally Diverse Society.*

We Said: You can expect us to explain your options to you.

Our Standard:

At all times we will work with you to match Centrelink services and resources to your individual circumstances.

Our Performance:

• CSCs - 82.9% of customers surveyed reported that Centrelink staff in CSCs worked with them to match Centrelink services and resources to their individual circumstances.*
• Call Centres - 81.3% of customers surveyed reported that Centrelink staff in Call Centres worked with them to match Centrelink services and resources to their individual circumstances.*

Our Standard:

We will work with you to resolve any complaint as early as possible but we may take up to five working days to answer more complicated complaints.

Our Performance:

• 93.7% of complaints were resolved within five working days.

We Said: You can expect us to respect your rights.

Our Standard:

We will clearly explain our decisions to you and tell you about your rights and responsibilities and what you need to do.

Our Performance:

• 83.9% of customers surveyed reported that Centrelink staff in CSCs always clearly explain their decisions.*
• 79.9% of customers reported that Centrelink staff in Call Centres always clearly explain their decisions.*
• 79.3% of customers surveyed reported that Centrelink staff in CSCs always told them about their rights and responsibilities so that they know what they need to do.*
• 71.1% of customers surveyed reported that Centrelink staff in Call Centres always told them about their rights and responsibilities so that they know what they need to do.*

Our Standard:

When you ask an Authorised Review Officer to review a decision the Authorised Review Officer will tell you about the result in writing within 28 days.

Our Performance:

• 76% of appeals to an Authorised Review Officer were finalised within 28 days.

* The result is taken from a survey completed in July 2007 of a sample of customers who either visited a Centrelink Customer Service Centre, or telephoned a Centrelink Call Centre in the previous 4 weeks. Customers were asked about their service experience with Centrelink during their visit or telephone call.