The Australian Bureau of Statistics (ABS) is

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1 Informgdecisions Service Delivery Charter

2 From the Australian Statistician The Australian Bureau of Statistics () is comted to creasg access to Australia s wealth of statistical formation. We do this by deliverg timely, relevant and accurate statistical formation, the use of which contributes to formed decision-makg, research and discussion with governments, busesses and Australian and ternational communities. Our website presents data free of charge, and is supported by a telephone enquiry service to assist our customers accessg our data. More complex data requirements are met through customised data consultancy and microdata access services that provide expert assistance on a cost-recovery basis. We are also contributg to the National Statistical System through our volvement itiatives such as the National Data Network which provides a distributed library of data holdgs relevant to policy analysis and research, and the standardised busess reportg program designed to reduce the load on provis of formation to governments. This Charter outles our comment to providg a quality customer service, specifyg what you can expect when you approach us for statistical or other formation through any of our service channels. The seeks to contually improve our customer service, and would appreciate your feedback on the service you receive generally, and on the standards identified this Charter particular. We recognise and greatly appreciate the support of the dividuals and organisations who contribute to the ongog wealth of statistical formation about our nation by participatg surveys. It is only with your assistance that the can contue to produce the statistics that contribute to quality formed decision makg. Brian Pk Australian Statistician January, 2008

3 Who we are Established as the Commonwealth Bureau of Census and Statistics, with the passg of the Census and Statistics Act 1905, the is Australia s official national statistical agency. Changg name to the Australian Bureau of Statistics 1975 with the passg of the Australian Bureau of Statistics Act 1975, the is an agency un the Treasury portfolio. The Mister with portfolio responsibility for the is the Assistant Treasurer. As an organisation, we rema relevant to national, state and territory needs by collectg the relevant data, processg it to world-leadg standards and deliverg formation solutions to our many customers. To address statistical needs, we make every effort to mimise the obligations on the Australian community by usg existg data wherever possible to satisfy needs and sophisticated statistical methodologies to reduce the load on our respondents. Our Mission We assist and encourage formed decision-makg, research and discussion with governments and the community, by leadg a high quality, objective and responsive national statistical service. 2t wo

4 What we do The provides statistics on a wide range of economic, dustry, environment and energy, people and regional matters, coverg government, busess and the community general. We also have an important leaship and coordation function with respect to the statistical activities of other official bodies, both Australia and overseas. statistical priorities are determed through our key advisory body, the Australian Statistics Advisory Council (ASAC). ASAC provides guidance on the directions and priorities of the work program to the Mister and. The also consults extensively on statistical priorities with key users of statistics. Consultation takes place through -organised user groups, coverg needs for data on new or emergg topics and modifications to existg collections. While we recognise that it is impossible to satisfy all user demands, we seek to react positively and responsibly to the demonstrated needs of users, at the same time remag conscious of the constrats on public spendg and on the workload placed on the dividuals and organisations providg formation for our collections. 3 three

5 Our customers Users of statistics come from many sectors of the Australian community, cludg: Australian, State and Territory, and Local Governments; Private enterprise, cludg small busess; Academics, students and teachers; Researchers and librarians; Media; Not-for-profit organisations; and The Australian community. Overseas statistical users also access our website and consultancy services. Our comment Values - what we believe and how we behave As an Australian Public Service (APS) agency, employees abide by the APS values. In addition, we hold the followg values that are material to our role as an dependent provi of formation for Australia: tegrity, relevance, service, access for all, professionalism and trust of provis. 4f our

6 Service standards General enquiries - we will: answer 85% of calls to our telephone enquiry service with 30 seconds (between the hours of 9:00am and 4:30pm, Monday to Friday); and acknowledge the receipt of 99% of enquiries and Enquiry Form Correspondence with five workg days. website - we will: ensure the website is available 24 hours a day, seven days a week, subject to events out of our control; commence publishg to website at 11:30am (EST) Monday to Friday; advertise website unavailability for matenance purposes one workg day prior to the website beg unavailable; fix 99% of broken web page lks with three workg days of notification by a customer; and refer 99% of requests for translation of any web product which is not suitably accessible for visually impaired users, to an appropriate translation service with three workg days. Consultancy services - we will: acknowledge the receipt of 99% of enquiries with one workg day; provide 90% of quotes for formation consultancy services with three workg days of receivg your fal specifications; and provide 90% of formation consultancy services with five workg days of receivg your structions to proceed, or to a timeframe negotiated between you and the consultant. Microdata access - we will: acknowledge the receipt of 99% of microdata enquiries with one workg day; provide a full response to 85% of microdata enquiries with five workg days; dispatch 90% of CURF microdata products with 15 workg days of receipt of your completed CURF application form; and provide 90% of new CURF users with access with five workg days to a CURF already approved for use that organisation. 5 five

7 How we can help you In recognition of the diversity of our customers, we provide a range of statistical, formation and other services, cludg: Published data available free from our website Telephone enquiry service (between the hours of 9:00am and 4:30pm, Monday to Friday); Information consultancy data tailored to your specifications; Statistical trag; Statistical consultancy help for government with survey design and other statistical services; Outposted Officers to government agencies; Microdata access cludg Confidentialised Unit Record Files (CURFs), Remote Access Data Laboratory (RADL), Site Data Laboratory (DL); and notifications and Really Simple Syndication (RSS) services. More formation about these services is available on our website, or by callg us on 6s ix

8 How you can help us To help us provide you with a high standard of service, we ask that you: treat our staff with courtesy and respect; provide us with formation about your requirements, so that we can provide you with a product or service which best suits your needs; let us know if you have particular access or other needs so we can help accommodate them; and provide us with feedback about our products and services and about the service you receive from staff usg the range of feedback options available. In our contact with you, we will: be professional, treatg you with courtesy and respect; seek to unstand your requirements, respondg to your queries a timely and accurate manner; help you to access and unstand the statistics and other formation that you receive from us; be consistent the formation we provide; and keep your personal data and formation confidential. 7 seven

9 Compliments and complats We are constantly seekg to improve the ways which data is presented, and made available to, our customers. If you wish to make a suggestion, or compliment an staff member or team for the service you receive, we vite you to provide feedback by callg or usg the website feedback form. If you are not satisfied with the service you receive please discuss your concerns with the staff member with whom you have been dealg. If you are still not satisfied, please contact the Director, Client Services the office with which you have been dealg (see page 11). The service delivery complat will be acknowledged with one workg day of receipt. The Director, Client Services the office with which you have been dealg will respond with five workg days. Fally, if still dissatisfied, you may request a review of the matter by writg to the Complats Review Officer, a senior officer who was not volved the origal vestigation of your complat. The Complats Review Officer will make an dependent assessment of the matter based on formation provided by you and the. Complats Review Officer Secretariat Australian Bureau of Statistics Locked Bag 10 Belconnen ACT 2616 If you are not satisfied with the outcome of the review, you may make a complat to the Commonwealth Ombudsman. 8

10 Consultation, feedback and review This Charter was developed accordance with the Australian charter guideles, and through consultation with customers, staff and stakehols. It will be reviewed If you would like to contribute feedback on this Charter, or any other aspect of service or performance, you may do so by completg the Evaluation Form at the end of this brochure or by usg the website feedback form. formance monitorg and reportg We will report on our standard of service agast this Charter s performance dicators the Annual Report. We are comted to improvg our customer service based on ternal monitorg and review, and on the feedback we receive. 9 ne

11 How to access data, formation and services Published data available free from our website We want to ensure our products and services are accessible to all users. Where any of our web products are not suitably accessible to visually impaired customers, the will be pleased to arrange for the product to be translated to a more appropriate format. This service is provided at no additional cost to the user. Contact the between 9:00am and 4:30pm, Monday to Friday: Australian callers call our telephone enquiry service International callers website via the Contact Form on the Contact Us page Other charters produced by the for participants household surveys and busess surveys can be found on our website. 10 ten

12 Offices are located all States and Territories (postal addresses are below). If you require the street address of our offices, please contact us on, or see Contact Us on our website. Central Office (Canberra) Locked Bag 10 Belconnen ACT 2616 New South Wales GPO Box 796 Sydney NSW 2001 Victoria GPO Box 2796Y Melbourne VIC 3001 Queensland GPO Box 9817 Brisbane QLD 4001 South Australia GPO Box 2272 Adelaide SA 5001 Western Australia GPO Box K881 th WA 6842 Tasmania GPO Box 66A Hobart TAS 7001 Northern Territory GPO BOX 3796 Darw NT eleven Australian Capital Territory Locked Bag 10 Belconnen ACT 2616 Large prt and other language copies of this Charter can be arranged by callg our telephone enquiry service on

13 D{F) ; SBA l)#e /'ÏF ½)Ì 5% ) gj ºe* e,'. ).{L i *{ F) i Fe* em º) )zi G iv H ; s F Arabic 計局 聯絡 電話. D{F) ; SBA l)#e /'ÏF ½)Ì 5% ) gj ºe* e,' ).{L i *{ F) i Fe* em º) )zi G iv H ; s F Arabic 計局 聯絡 電話 please To obta a copy of this English, Charter D{F) ; SBA l)#e /' ÏF ½)Ì 5% ) gj ºe* e,'. ).{L i *{ F) i Fe* em º) )zi G iv H ; s F Arabic 計局 聯絡 電話 contact the on D{F) ; SBA l)#e /'ÏF ½)Ì 5% ) gj ºe* e,' ).{L i *{ F) i Fe* em º) )zi G iv H ; s F Arabic Sie ee. Ausgabe dieser Unterlagen 計局 聯絡 電話. D{F) ; SBA l)#e /' ÏF ½)Ì 5% gj ºe* e,' ).{L i *{ F) i Fe* em º) )zi G iv H ; s F Sie sich bitte ) Arabic Sie ee Ausgabe diesersounterlagen 計局 聯絡 電話. D{F) ; SBA l)#e /' Ï F ½)Ì 5% Sie gj ºe* e,' ).{L i *{ F) i Fe* em º) )zi G iv H ; s F sounterlagen Sieunter sich bitte ) ee Ausgabe dieser 計局 聯絡 電話. D{F) ; SBA l)#e /' ÏF ½)Ì 5% Sie so Sieunter sich bitte ) ee Ausgabe dieser Unterlagen 計局 聯絡 電話 unter Sie sich bitte ee Ausgabe diesersounterlagen Sie 計局 聯絡 電話 dieser unter so Sie sich bitte Sie ee Ausgabe Unterlagen 計局 聯絡 電話 αυτού του Κατατικού unter so Sie sich bitte Sie ee Ausgabe dieser Unterlagen 計局 聯絡 電話 με αυτού του Κατατικού unter sounterlagen Sie sich bitte Sie ee Ausgabe dieser με αυτού του Κατατικού dieser Sie so Sieunter sich με bitte ee Ausgabe Unterlagen αυτού του Κατατικού dieser so Sieunter bitte Hdu Sie ee Ausgabe Unterlagen sich του αυτού Κατατικούμε unter ws/ (c//q* r) k+i mí] pºit/il/ip/sopº/pt/ k+rní Sie ke+ il/a p/y// A sichk&+bitte Hdu με αυτού του Κατατικού As/ eil/y/n/ a/\ pmí]µ k&+ ws/ (c//q* r) k+i pºit/il/ip/ pº/pt/ k+rní ke+unter il/a p/y// Ap/r Hdu με του Κατατικού pµhdu ín/as/ ]=(c//q* αυτού e i l/y/n/ a/\ p µ p/r ws/ r ) k+i mí] pºit/il/ip/ pº/pt/ k+rní ke + il/a k& + p/y// A αυτού με του Κατατικού pµws/ ín/ ] = As/ e i l/y/n/ a/\ p µ p/r (c//q* r) k+i pºit/il/ip/ pº/pt/ k+rní ke+ il/a k&+p/y// A Hdu mí] αυτού με του Κατατικού pµws/ ín/as/ ]= (c//q*eil/y/n/ a/\pmí]µ k&+ r ) k+i pºit/il/ip/ pº/pt/ k+rní ke+ il/a p/y// p/r A Hdu με richiee la versione italiana del presente statuto, αυτού του Κατατικού pµhdu ín/ ]= (c//q*eil/y/n/ As/ a/\pmí]µ k&+ p/r ws/ r ) k+i pºit/il/ip/ pº/pt/ k+rní ke + il/a p/y// A italiana all, με richiee la versione del presente statuto, pµws/ ín/ ] = As/ e i l/y/n/ a/\ p µ (c//q* r) k+i mí] pºit/il/ip/ pº/pt/ k+rní ke+ il/a k&+p/y// Ap/r Hdu all, italiana richiee la versione del presente statuto, pµ ín/ ] = As/ eil/y/n/ a/\pmí]µ pºit/il/ip/ k&+ ws/ (c//q* r) k+i pº/pt/ k+rní ke+ il/a p/y// Ap/r Hdu all, richiee la versione italiana del presente statuto, pµ ín/ ] = As/ e i l/y/n/ a/\ p µ ws/ (c//q* r ) k+i mí] pºit/il/ip/ pº/pt/ k+rní ke + il/a k& + од овој p/y// Ap/r Hdu all, richiee la versione italiana del presente statuto, pµ ín/ ] = As/ e i l/y/n/ a/\ p µ Ap/r Ве молиме сеk+rní ws/ (c//q*r) k+i mí] pºit/il/ip/ pº/pt/ ke+ il/a k&+p/y// од овој all, richiee la versione italiana del presente statuto, pµ ín/ ] = за статистика As/ eil/y/n/ a/\од pµ овој p/r Ве молиме се all, richiee la versione italiana del presente statuto, pµ ín/ ] = за статистика Ве молиме се од овој all, richiee la versione italiana del presente statuto, за статистика Ве молиме се од овој all, richiee la versione italiana del presente statuto, за статистика Ве молиме се од овој all, 计局 联系 电话 presente statuto, richiee la versione italiana del за статистика Ве молиме се од овој all, 计局 联系 电话 за статистика Ве молиме се од овој 计局 联系 电话 за статистика Ве молиме се од овој una de estos en español, 计局 联系 电话 за статистика Ве молиме се al en од овој una al de estos español, 计局 联系 电话 за статистика Ве молиме се al al una de estos en español, 计局 联系 电话 за статистика en de al una al estos español, 计局 联系 电话 tiếng có bản chương này bằng Việt, x vui al de al en español, una estos 计局 联系 电话 lạc với Sở chương Thống kê Úcbằng gọi sốtiếng Việt, x có bản này vui de al en español, una al estos 计局 联系 电话 lạc với Sở Thống kê Úc gọi số có bản chương này bằng tiếng Việt, x vui de al en español, una al estos 计局 联系 电话 lạc với Sở chương Thống kê Úcbằng gọi số Việt, x có bản này tiếng vui de al una al estos en español, lạc với Sở chương Thống kênày Úcbằng gọi sốtiếng Việt, x có bản vui de al en español, una al estos lạc với Sở Thống kê Úc gọi số có bản chương này bằng tiếng Việt, x vui al dealestos en español, una lạc với Sở Thống kê Úc gọi số có bản chương này bằng tiếng Việt, x vui al al Sở chương Thống kê Úcbằng gọi sốtiếng Việt, x có lạc bảnvới này vui lạc với Sở Thống kê Úc gọi số có bản chương này bằng tiếng Việt, x vui lạc với Sở Thống kê Úc gọi số có bản chương này bằng tiếng Việt, x vui lạc với Sở Thống kê Úc gọi số

14 Please fill the card opposite by placg a cross the appropriate box. Return the tear-off portion by post. NO STAMP REQUIRED. The survey fdgs will be used to improve our Service Delivery Charter and the quality of our services. About the Charter 1. Overall, how formative did you fd the Charter? (please tick one box) Service Delivery Charter - Evaluation form Thank you for takg the time to complete this evaluation form. Your feedback will help us to improve our customer service, and will be reflected future versions of the Charter. Your responses will rema confidential. Once you have completed the form, please return it to the address at the end of the form. Very formative Informative Not formative Don t know 2. How could it have been more formative? 3. How useful did you fd each section of the Charter? (please tick one box each row) How could it have been more useful? From the Australian Statistician Who we are What we do Our customers Our comment Service standards How we can help you How you can help us Compliments and complats Consultation, feedback and review formance monitorg and reportg How to access data, formation and services Very Useful Useful Not useful Didn t read About our services 4. How often have you used the followg services the past 12 months? (please tick one box each row) Telephone enquiry service consultancy services website More than Weekly Once or Less than Haven t once a twice a once used the week month a month past 12 months 5. Overall, how satisfied are you with the services you have used? (please tick one box each row) 6. In what capacity do you access statistics? (please tick one or more boxes) 7. Please select the type of statistics you most frequently use... (please tick as many boxes as appropriate) 8. Please clude any further comments about the Charter, or service delivery Tear along perforation after completion Telephone enquiry service consultancy services website Very Satisfied Neither Dissatisfied Very Haven t satisfied satisfied dissatisfied used nor dissatisfied Government/policy Media Private enterprise Not for profit Academic Researcher Student Teacher Other Census Labour Force Health Education National Accounts Price Indexes International Trade Industry Population Environment & energy Other estimates/ demography

15 Australian Bureau of Statistics National Client Services Locked Bag 10 Belconnen ACT 2616 NO POSTAGE STAMP REQUIRED IF POSTED IN AUSTRALIA Produced by the Australian Bureau of Statistics Commonwealth of Australia 2008

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