Customer Service Charter

View the brochure version of IBA’s Customer Service Charter (PDF 718KB, new window)

What you can expect from us

You can expect us to:

treat you with respect and honesty, and be fair and impartial in our dealings with you
provide you with up-to-date information
respect your privacy, and
listen to your feedback and be responsive.

What we ask of you

To assist our staff in delivering the highest quality of service, we ask that you:

treat our staff with courtesy and respect
provide us with accurate information and documents, and
advise us when your personal details change.

If you have any questions, please Contact Us.

How you can tell us what you think of our services

We value your opinion. If you are happy with the level of service received, please let us know, as we believe in providing staff recognition for the provision of good customer service.

If you are unsatisfied with our level of service and would like to provide suggestions about how we could do better, please Contact Us.

Complaints

We want to hear from you if you have a complaint concerning the level or quality of service received, or about a decision that IBA has made that will affect you.

Because our aim is to deliver quality service, we take complaints seriously. In this regard we recognise that our customers should have a right to express their dissatisfaction and we further recognise that attending properly to complaints will help us to identify and rectify any areas in which we can improve our services.

You have a right to:

discuss the problem with the person you have been dealing with
talk to their manager if you are unsatisfied
forward your complaint if you still have concerns to:

IBA Complaints Officer (email, new window)
PO Box 38
Woden ACT 2606
Freecall: 1800 107 107

If you need support in lodging your complaint you can ask a friend or relative to assist you, or they can lodge the complaint on your behalf.

Your complaint will be handled in accordance with IBA’s complaint handling policy and procedures.

We will work to resolve any complaint as early as possible. We will acknowledge your complaint within two working days and we will aim to resolve your complaint within 15 working days. Should there be any delays or difficulties in resolving your complaint, we will contact you and keep you informed of the progress. If, after informing you of our findings in relation to your complaint, you remain dissatisfied, IBA’s Chief Executive Officer will arrange for an independent person to review the matter.

If you still remain unsatisfied with our handling or the outcome of your complaint, you may contact the Commonwealth Ombudsman. The Ombudsman is independent of IBA. For more information visit the Commonwealth Ombudsman’s website (external website, new window) or phone 1300 362 072.

Your privacy

IBA is subject to secrecy obligations set out in its enabling legislation, the ATSI Act. Section 191 of the Act prevents certain people including the IBA Board, Chief Executive Officer and staff from:

divulging or communicating to any person any information concerning the affairs of another person, or
producing to any person any document relating to the affairs of another person unless the disclosure is for the purposes of the Act or for a prosecution against the Act.

In addition, IBA collects, uses and records your personal information in accordance with the Information Privacy Principles of the Privacy Act 1988 (external website, new window).

If you are concerned about how your personal information is being handled, contact:

IBA Legal (email, new window)
PO Box 38
Woden ACT 2606
Freecall: 1800 107 107

For any concerns on your privacy or for more information visit the Office of the Australian Information Commissioner (external website, new window) or phone 1300 363 992.