Service Charter

This charter sets out the standards of service you can expect when dealing with us. It also briefly outlines our role, values and processes, and steps you can take if you are not satisfied with the quality of our service.

Our role

• The role of the Australian Government Competitive Neutrality Complaints Office (AGCNCO) is to receive complaints, undertake complaint investigations and provide independent advice to the Treasurer on the application of competitive neutrality to Commonwealth Government activities.
• We will consider complaints that:
  • a Commonwealth Government activity has not been exposed to the Commonwealth's competitive neutrality arrangements;
  • a Commonwealth Government business activity is not complying with the competitive neutrality arrangements that apply to it; and
  • the competitive neutrality arrangements applying to a Commonwealth Government business activity are not effective in removing net competitive advantages arising from government ownership.
• For all complaints we investigate we report our findings and recommendations to the Commonwealth Treasurer.
• We are only an advisory body - the Government decides what action, if any, is warranted.
• Our role does not include responsibility for implementing the Commonwealth competitive neutrality arrangements, nor do we monitor ongoing compliance.
• We recognise that, in addition to the Treasurer, our stakeholders include private individuals, private sector businesses and industry groups, and government business activities. However, we are not an advocate for any of these stakeholders.

Our values

• We value:
  • the interests of the community as a whole;
  • our independence, impartiality and integrity;
  • views of all stakeholders;
  • working cooperatively, with courtesy and reliability in our dealings with our stakeholders and others in the community with whom we come in contact; and
  • striving for excellence by continuously improving every aspect of our work.

Our professional approach

• We are committed to performing our role in an open and professional manner and to providing high quality, timely and impartial advice.
• We will be courteous and helpful at all times.
• You can contact us by telephone, facsimile, post and electronic mail.
• We will respond promptly to telephone messages.
• We will promptly acknowledge written communication, and all correspondence will provide details of a contact officer.
• We will provide you with advice, or refer you to material, to assist you to understand the application of competitive neutrality to government activities and the functions of the Office.
• We welcome suggestions on how we can improve the way we conduct our activities.

Our complaints investigation process

• We will be available to assist with any queries on the process involved in making a competitive neutrality complaint and its investigation.
• We will advise you where we consider that your concerns are more appropriately dealt with by another organisation.
• We will respect the sensitivity of confidential information that we accept for the purpose of an investigation.

Unhappy with our conduct?

• We will treat all complaints about our conduct seriously.
• If you are unhappy about our conduct, you should first try to resolve your concerns with the officer you have been dealing with. If you are still not satisfied, contact the Assistant Commissioner of the Office, who may also advise you of other courses of action that can be taken.