1 SERVICE CHARTER Working together today for a healthier Reef tomorrow
2 FROM THE CHAIRMAN I am pleased to present this Service Charter for the Great Barrier Reef Marine Park Authority. This Charter states our outcome, approach, services, clients and standards to all. It tells you how you can fi nd out more about us and encourages you to give feedback on our performance. The Authority s business is far ranging and our clients are diverse. However, we aim to provide the appropriate service to meet all our commitments. Our services will continue to develop as new issues arise and we will review this Charter regularly in line with these changes. As well as providing services to our clients we collaborate with others to manage the Marine Park. Certain Authority functions are carried out in conjunction with other State and Commonwealth organisations. For example, fi eld management of the Marine Park is managed jointly with Queensland government agencies. We also work with Traditional Owners, scientists, industries, interest groups and the broader community. Our clients interact with us in a variety of ways as partners, applicants, visitors and information seekers, so this Charter is necessarily broad in content. Your comments and suggestions are welcome at any time and will be instrumental in any future reviews of this Charter. Russell Reichelt Chairman May 2011 Commonwealth of Australia Published by the Great Barrier Reef Marine Park Authority 2011 ISBN
3 ABOUT THE GREAT BARRIER REEF MARINE PARK The Great Barrier Reef Marine Park stretches 2300 km along the Queensland coast and covers km 2. It is the largest coral reef ecosystem in the world and supports an outstanding array of plants and animals. The Marine Park supports a variety of uses, particularly tourism, fi shing, recreation and shipping. It is an integral part of the lifestyles and livelihoods of communities along the Great Barrier Reef coast. WHO WE ARE The Great Barrier Reef Marine Park Authority (GBRMPA) is an Australian Government statutory authority. The GBRMPA reports to the Australian Government Minister responsible for the Environment and the Great Barrier Reef Marine Park Act The GBRMPA advises the Minister on the control, care and development of the Great Barrier Reef Marine Park. Our headquarters are in Townsville and our staff work from Cape York to the southern Great Barrier Reef and also in Canberra. WHAT WE DO The agency s primary role is best conceptualised through the outcome we aim to achieve: The long-term protection, ecologically sustainable use, understanding and enjoyment of the Great Barrier Reef for all Australians and the international community, through the care and development of the Marine Park. OUR VALUES In addition to the Australian Public Service Values and Code of Conduct, we value our people and endeavour to: Lead by example and strive for excellence Work collaboratively, be receptive and communicate openly with each other, stakeholders and the community to achieve results Respond professionally to, and respect the needs and aspirations of the community and our stakeholders Be a high performing organisation with systems that support our people and our decisions Show respect, trust, honesty, accountability and integrity in our conduct - we encourage debate, but we speak with one voice Display innovation and objectivity in our decision making. We strive to incorporate these values in all dealing with our clients.
4 OUR APPROACH To manage the Great Barrier Reef Marine Park, we: Protect the values of the Great Barrier Reef Marine Park and Great Barrier Reef World Heritage Area using an ecosystem-based management approach and manage activities so that they are ecologically sustainable. Promote ecologically sustainable use of the Marine Park and the coast and catchments adjacent to the Great Barrier Reef. Use the best available science, knowledge and information to support environmental policy, regulation and conservation outcomes. Actively engage and recognise that understanding and working constructively with others is essential in achieving our outcome. Provide information and education programs to raise awareness and to encourage behaviour change within the community that will help protect the Great Barrier Reef. Respect Traditional Owner culture, and recognise their cultural connections to sea country within the Marine Park. Work collaboratively with many different organisations and groups to manage the Marine Park including Queensland Government agencies, other AustralianGovernment agencies, Traditional Owners, scientists, industries, interest groups and the broader community. Ensure we have expertise and fi eld experience regarding issues of concern to the Marine Park and its stakeholders. Use a risk management approach to managing the Marine Park.
5 OUR CLIENTS Our clients include anyone who we provide a service to, works with us in delivering results or who has an interest in what we do. They include: The Commonwealth Minister responsible for the Environment Commonwealth, State and Local governments and agencies research institutions Traditional Owners educational organisations (primary, secondary, tertiary) environmental Non-Government Organisations industry and community representative bodies people and organisations responsible for managing Australia s natural resources and the wider Australian and international community. Our clients seek widely differing services and outcomes which include: consultation as part of the development or review of policies and programs approvals or permits under legislation we administer developing partnerships for particular initiatives or programs obtaining information for organisations or personal use, management arrangements that support ecologically sustainable use in the Marine Park, and enjoying and experiencing the Marine Park we manage. The GBRMPA has established the following advisory committees to assist in the management of particular issues in Marine Park locations and operational programs. four Reef Advisory Committees: Catchment and Coastal; Ecosystem; Indigenous; and Tourism and Recreation. A key role for these committees is to advise the GBRMPA in relation to actions that can be taken to ad dress the risks to the Great Barrier Reef identifi ed in the Great Barrier Reef Outlook Report Local Marine Advisory Committees in operation in regional centres adjacent to the Great Barrier Reef between Cooktown and Gladstone. These committees provide advice to the GBRMPA, other government agencies and organisations on marine and coastal issues and specifi c activities that affect the Great Barrier Reef in the local regions.
6 OUR AVAILABILITY We are contactable by phone during normal offi ce hours (8:30am-5:00pm) and by fax, , letter or completion of an online form at our internet site. We will respond in a timely fashion when answering your requests or queries. We will continue to improve access and service in recognition of the particular needs of our diverse client base including in accordance with the principles of the National Disability Strategy and via intelligent web portals as appropriate. If we are unable to provide you with the information or the service that you need, we will try to refer you to an appropriate contact point in another agency or organisation. Contact details for our central offi ce in Townsville are as follows: Great Barrier Reef Marine Park Authority 2-68 Flinders Street TOWNSVILLE QLD 4810 Phone: (Switchboard) Fax: Toll-free: Website: Or you can write to us at the following address: Great Barrier Reef Marine Park Authority PO Box 1379 TOWNSVILLE QLD 4810 Also, we have regional offi ces in Cairns, Mackay and Rockhampton and an offi ce in Canberra. Please feel free to visit your local offi ce within business hours (8:30am-5:00pm local time). Cairns Cape York and Far Northern (Port Douglas to Mission Beach) Regions Level 2, Orchid Plaza 58 Lake Street, CAIRNS PO Box 6091 CAIRNS QLD 4870 Phone: Fax: Rockhampton Southern Region 130 Victoria Parade, ROCKHAMPTON PO Box 301 ROCKHAMPTON QLD 4700 Phone: Fax: Mackay Central Region 2nd fl oor, 43 River Street, MACKAY PO Box 94 MACKAY QLD 4740 Phone: Fax: Canberra Ground Floor, John Gorton Building Environment Entrance King Edward Tce, PARKES ACT GPO Box 791 CANBERRA ACT 2601 Phone: Fax:
7 OUR AGENCY-WIDE SERVICE STANDARDS We will: Provide the most accurate, up to date information available to us where this information is not sensitive or classifi ed. Be respectful and sensitive to your needs and respond in a culturally sensitive way. Answer phone calls promptly during normal offi ce hours and identify ourselves Reply to correspondence within 20 working days of receipt or, if we can not answer within that time, send you an acknowledgement and let you know when you can expect a reply, and Respond promptly to requests for publications, reference material, fact sheets or other printed information. Note some timeframes may differ depending on the nature of the service provided (e.g. Freedom of Information, permit application assessments, environmental management charge). Contact the GBRMPA if you require more detail about these services. When developing policy we will, wherever possible: Consult widely to make sure that the views of industry, environmental, and cultural organisations, Traditional Owners, interested members of the community and other government agencies are properly considered, and Provide reasonable time for comment on policy proposals. When we are carrying out our legislative responsibilities, we will: Administer provisions lawfully, fairly and objectively, and Provide up to date and accurate information about the relevant legislation to clarify your, and our, obligations. IMPROVING OUR SERVICES We aim to be a best practice, proactive organisation and deliver information using the most up-to-date technology. Assessing how well we perform against our standards will help us achieve this goal. We will assess our performance through: the responses of the public and key stakeholders to our information strategies, management strategies and products surveys of key clients and users of our products and services, and monitoring and evaluating our services against our standards. HOW YOU CAN HELP You can help us to meet our standards by: giving us suffi cient and accurate information for us to provide the service you require providing feedback and comments on the services we provide treating our staff courteously leaving a clear and concise message if your telephone call is answered by voic and our staff will return your call as soon as possible to answer your query.
8 REPORTING FRAUD Staff or members of the public who suspect or have knowledge of fraudulent activity relating to the GBRMPA s business, or any other illegal activity, may contact the Director, Legal Services, by phone on or in writing to the address given below. Director, Legal Services Great Barrier Reef Marine Park Authority PO Box 1379 TOWNSVILLE QLD 4810 Fax: FEEDBACK ON OUR SERVICE Your feedback on our performance can help us improve our standards of service. If you have any general comments, suggestions for improvement or complaints, please let us know by completing the form at the agency s website at: If you have specifi c feedback, are dissatisfi ed or have concerns about our day-to-day services, please raise this with the staff member concerned or their supervisor. We will try to resolve the problem immediately. If you make a complaint we will: ensure the matter is dealt with by a senior officer who is independent of the matter being addressed inform you of who is dealing with your concern investigate the matter thoroughly and expediently, and reply within 20 working days, or inform you of progress in resolving your complaint. If you remain dissatisfi ed with how we handle your complaint, please contact: Offi ce of the Commonwealth Ombudsman GPO Box 442 Canberra ACT 2601 Phone: Toll-free: Fax: REVIEW OF THIS SERVICE CHARTER This charter will be reviewed after the publication of the next Great Barrier Reef Outlook Report in 2014.
Table of contents Foreword... 3 Providing comment on this Plan... 4 Executive summary... 5 Introduction... 7 The Great Barrier Reef World Heritage Area... 7 Pressures on the Reef... 9 Current management...
SOCIAL WORKERS IN SCHOOLS: SERVICE SPECIFICATIONS 2015 2015 SOCIAL WORKERS IN SCHOOLS SERVICE SPECIFICATIONS PAGE 1 OF 25 Table of Contents Table of Contents... 2 1. About these Specifications... 3 Who
Australian Code for the Responsible Conduct of Research REVISION OF THE JOINT NHMRC/AVCC STATEMENT AND GUIDELINES ON RESEARCH PRACTICE AUSTRALIAN CODE FOR THE RESPONSIBLE CONDUCT OF RESEARCH [This Code
BETTER PRACTICE GUIDE TO COMPLAINT HANDLING BETTER PRACTICE GUIDE TO COMPLAINT HANDLING Better Practice Guide 1, April 2009 ISBN 978 0 9805961 7 5 Date of publication: April 2009 Publisher: Commonwealth
NSW INJURY MANAGEMENT PROGRAM UPDATED MARCH 2015 Updated: March 2015 This document is provided by CGU Workers Compensation (NSW) for use by CGU Workers Compensation (NSW) Limited staff and customers. It
Good Medical Practice: A Code of Conduct for Doctors in Australia Developed by a working party of the Australian Medical Council on behalf of the medical boards of the Australian states and territories
Guide for taxpayers Our approach to information gathering This publication is current at November 2013. For the most current version, visit our website at ato.gov.au/infogathering OUR COMMITMENT TO YOU
LSI YW00 Youth Work National Occupational Standards Introduction Youth Work National Occupational Standards Introduction Contents: Suite Overview...2 Glossary......8 Functional Map.11 List of Standards..15
Good Decision-Making Guide Good decisions make good sense Introduction Today s community expects that public agencies will operate consistently and fairly and that government at all levels will have systems
Fraud Control in Australian Government Entities Better Practice Guide March 2011 This Better Practice Guide was prepared by the Australian National Audit Office and KPMG. ISBN No. 0 642 81180 6 Commonwealth
Protecting the safety and wellbeing of children and young people A joint protocol of the Department of Human Services Child Protection, Department of Education and Early Childhood Development, Licensed
3 Guide to the National Quality Standard September 2013 Amendments to the Education and Care Services National Regulations affecting the National Quality Framework Resource Kit Amendments to the Education
Contemporary Government Challenges Building Better Governance Commonwealth of Australia 2007 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced
Taking Young People Seriously Consulting Young People about their Ideas and Opinions A Handbook for Organisations Working with Young People This handbook was written by the Youth Affairs Council of Victoria
Guide to principles of good complaint handling Firm on principles, flexible on process Clarity of purpose Accessibility Flexibility Openness and transparency Proportionality Efficiency Quality outcomes
AnnuAl RepoRt 2010 11 About this RepoRt The annual report provides a concise picture of the operations of the Civil Aviation Safety Authority (CASA), and reviews our performance against the corporate goals
Service Delivery Guideline for Service Providers: Creating Effective Welcoming Spaces March 2012 Table of Contents Background... 2 1. Service Standards... 4 Guiding Principles Welcoming Clients Needs Assessment
Australian Medical Council Limited Procedures for Assessment and Accreditation of Medical Schools by the Australian Medical Council 2011 Medical School Accreditation Committee These procedures were approved
ACCS/539/01/5.02 If you cannot understand this booklet, please contact 131 450. Ask the interpreter to contact the Conciliation Service on 1800 635 960 or 9940 1111 to explain the booklet. Accident Compensation
December 2009 www.riotinto.com The way we work Our global code of business conduct 01_02 Rio Tinto Rio Tinto is a world leader in finding, mining and processing the Earth s mineral resources. The Group
Disability Services Supporting decision making A guide to supporting people with a disability to make their own decisions Department of Human Services Acknowledgements Disability Services thanks the many
HOW GOOD ARE WE NOW? HOW GOOD IS OUR SCHOOL? HOW GOOD CAN WE BE? THE JOURNEY TO EXCELLENCE: PART 3 HOW GOOD ARE WE NOW? HOW GOOD IS OUR SCHOOL? HOW GOOD CAN WE BE? THE JOURNEY TO EXCELLENCE: PART 3 Please
People Capability Framework The Intelligence Edge for a Secure Australia If you want one year of prosperity, grow grain. If you want ten years of prosperity, grow trees. If you want 100 years of prosperity,
THE CHILD AT THE CENTRE SELF-EVALUATION IN THE EARLY YEARS THE CHILD AT THE CENTRE SELF-EVALUATION IN THE EARLY YEARS Crown copyright 2007 ISBN: 978-0-7053-1109-0 HM Inspectorate of Education Denholm House
4 Guide to Developing a Quality Improvement Plan September 2013 Copyright The details of the relevant licence conditions are available on the Creative Commons website (accessible using the links provided)
Day Care Settings Minimum Standards January 2012 CONTENTS Introduction 3 Values underpinning the standards 6 How the standards and regulations work together 8 SECTION 1 MINIMUM STANDARDS Quality Care 10
Corporate Plan 2015 2016 Corporate Plan 2015 2016 i DEPARTMENT OF INFRASTRUCTURE AND REGIONAL DEVELOPMENT Commonwealth of Australia 2015 ISBN 978-1-925216-54-7 June 2015 / INFRA2410 Ownership of intellectual