Community Services Directorate
Client Service Standards
About us
The Community Services Directorate is an ACT Government Agency with a strong focus on
service delivery and improving the services that we provide. The Department is responsible for
delivering a wide range of human services to the Canberra community including:
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Public & Community Housing Services
Child, Youth and Family Services
Disability and Therapy Services
Child and Family Centres
ACT Government Concessions Program
Community Disaster Recovery
Multicultural Affairs
Aboriginal and Torres Strait Islander Affairs
artsACT
Client Services Standards
The Client Service Standards describes how clients can expect to be treated by staff of the
Directorate, and sets out what is expected of clients, in order to achieve the best possible
outcomes.
The Client Service Standards also allows us to broadly identify our obligations to staff, and our
expectations of you, under the Work Health and Safety Act 2011.
What you can expect
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You can expect us to:
Assist you in a respectful and helpful manner, as quickly as possible
Use clear and plain language
Identify ourselves when we answer a phone call or meet with you
Respond to your telephone message or email as soon as possible
Listen to you and take your views into account
Keep appointments or contact you if there is a delay or change
Keep your information confidential and private
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Provide you with necessary and relevant information
Explain decisions made, in a timely manner
Review decisions at your request, where applicable
Provide you with a record of formal meetings or conferences held
Provide you with agreed outcomes and responsibilities
Disclose conflicts of interest
Respect cultural and religious diversity
Respond to your cultural and language needs
Make certain that people with disabilities can access our services
Honour our commitment to reconciliation – please see our Reconciliation Action Plan
on our website http://www.dhcs.act.gov.au/publications#reconciliation
What we ask of you
We ask that you:
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Be aware that staff are undertaking their work duties to try and achieve the best
outcomes for people we work with and for
Speak with our staff politely and with respect whenever, and wherever you have
discussions with them
Let us know if you are unable attend an appointment
Provide us with accurate and up-to-date information when requested
Tell us when your circumstances change in a timely manner
Suggest how we can improve our customer service and/or the services we provide
Let us know if you have special needs or need extra help in understanding or accessing
our services
Let us know if you need an interpreter to use our services
Our commitment
The Directorate strives to deliver high quality, coordinated services across the ACT community
by engaging and involving our clients, building community partnerships, contributing to good
governance and performing as a best practice organisation.
The Directorate is also committed to making its information, services, events and venues
accessible to as many people as possible.
What we are committed to:
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Providing clients with a high standard of service
Working consistently within appropriate legislation and/or policy and procedural
guidelines
Providing or linking you with services that may help you
Responding to the feedback you give us
Acknowledging and endeavouring to improve client services and service delivery
Providing ongoing training to staff
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Monitoring and reviewing our customer service standards regularly
Improving our service
By listening to clients we can improve our services. We want to hear your views and
experiences both positive and negative. You can find our compliments and complaints
processes on our website: http://www.dhcs.act.gov.au/complaints_and_advocacy
Complaints
If you have a complaint concerning the quality of customer service received or about a decision
that we have made you can speak with the service provider directly to discuss your
concerns. Alternatively you can also contact us via:
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Email CSD@act.gov.au
Phone 13 DHCS (13 34 27)
TTY (02) 6205 0888
Mail PO Box 158, Canberra ACT 2601
Web www.dhcs.act.gov.au through the Compliment and Complaint link
Client feedback form http://www.dhcs.act.gov.au/complaints_and_advocacy
Accessibility
If you have difficulty in reading a standard printed document and would like to receive this
publication in an alternative format – such as large print or audio – please telephone (02) 6205
0619.
If English is not your first language and you require the translating and interpreting service –
please telephone 13 14 50.
If you are deaf or hearing impaired and require the TTY typewriter service – please telephone
(02) 6205 0888.