This charter describes what you can expect from us and details your rights and responsibilities.
We aim to be one of Victoria’s best performing organisations and are committed to providing quality services to our customers. These services will be fair, efficient and beneficial for all Victorians.
As well as our Customer Service Charter, our staff are committed to upholding the Victorian Public Sector Values and Code of Conduct.
We will
- Be courteous, professional, and considerate of your circumstances.
- Behave with integrity and honesty.
- Act impartially and apply laws consistently to make fair and equitable decisions.
- Provide clear and concise information to help you understand your obligations.
- Provide secure and accessible information, tools, and online services.
- Acknowledge mistakes and correct them.
- Comply with the Charter of Human Rights and Responsibilities.
- Seek feedback and use it to continuously improve.
- Use alternative ways, where appropriate, to resolve disputes.
We will respect your rights to
- Privacy — we will only use or disclose your information in accordance with the law.
- Access information we hold about you as legally permitted.
- Get advice and be represented by the person of your choice.
Your responsibilities
- Be honest, cooperative, and courteous.
- Understand your obligations for the taxes and grants we manage, including lodging and paying on time.
- Tell us straight away if you have, or think you have, made a mistake.
- Inform us of changes to your contact details or circumstances.
- Keep required records and allow us reasonable access to them when needed.
- Provide timely, accurate, and complete responses to our requests for information and documentation.
Feedback and timeframes
We welcome your feedback. This includes compliments, complaints, suggestions or any details about our services or performance. We appreciate you giving us the first opportunity to resolve your issue. We promise to do this fairly, confidentially and responsively.
