The Customer Service Standards is the standard we hold ourselves to when creating new services. They say what you can expect when you interact with us.

We use them to guide how we design, improve and roll out new services. We will progressively uplift our services and your experience to match these commitments.

  • Time and effort

    We help you quickly and easily complete your transactions online

    • We design experiences around what you've told us you need and want.
    • We reduce red tape and minimise the effort you need to make.
    • We use clear, simple words most people understand.

  • Integrity

    We build your trust by how we act and what we do

    • We only collect your personal information when it's really needed.
    • We tell you why we're collecting your information and how we'll hold it, before you share it with us.
    • We have strong legal, privacy and security measures in place. See our privacy and security policy to learn more.
    • We use leading industry encryption, intrusion detection and other best-practice security measures to keep your personal information private.
    • We make it easy for you to update, fix, or delete your information stored by us.

  • Personalisation

    We give you choice and tailor services to your needs

    • We let you choose to store your details to save time next time.
    • We make our services work on a range of devices.
    • We offer a range of payment options to suit your preferences.
    • We test new features with real people to understand what you want, need and expect.
    • We design our services so they're easy for everyone to use. This includes offering choices and customising experiences in a way that’s inclusive and accessible for all, including people with disabilities.

  • Expectations

    We're upfront about how we work and what you can expect

    • We use familiar, consistent processes, designs and content to make services quicker and easier to use.
    • We tell you how long we expect things to take.
    • We clearly explain how we protect your personal data, what we do with it, and we’ll respond if we don’t meet your expectations.

  • Resolution

    We help solve your issues quickly, fairly and with care

    • We make it easy for you to give feedback and follow up if you ask us to.
    • We have clear Complaint Handling Standards that say what we’ll do if things go wrong.

  • Empathy

    We work hard to know your needs and circumstances so we can serve you better

    • We do research to gain deep knowledge and understand the context of how you interact with government.
    • We use technology that helps you use our services, no matter your skill or where you are.
    • We test our services with people from all walks of life and use analytics and customer insight tools to keep improving your experience.