Our service charter

Our service delivery

We comply with the Australian Public Service Values and Code of Conduct in all aspects of our business. We deliver high-quality service and endeavour to be courteous, considerate, impartial, consistent, honest, ethical and professional.

What you can expect us to do

• Treat you with courtesy at all times.

• Act with integrity, empathy, professionalism and mutual respect.

• Be objective in our dealings with you.

• Listen to you, confirm that we have understood your views or query and respond to all matters of concern.

• Explain our processes and requirements in a way you can understand.

• Provide relevant and easy-to-understand responses to letters and emails in a timely manner.

• Return phone calls promptly.

• Identify ourselves to you on the telephone, and provide contact details in written correspondence.

• Keep our discussions with you confidential except as required by legislation.

• Treat your personal information in accordance with our privacy policy.

• Offer face-to-face meetings to aid discussion.

• Continuously improve our systems and processes to increase efficiency and reduce unnecessary administrative burdens.

What we can do

• Support the Gene Technology Regulator to meet the statutory responsibilities and time frames set out in the legislation.
• Comply with all aspects of the gene technology legislation.
• Declare, avoid and/or manage potential conflicts of interest when giving advice or making decisions.
• Use the best available science and evidence to guide decision-making.
• Provide applicants with background information and reasons for decisions if requested.
• Regard all individuals and organisations as legitimate stakeholders in the gene technology regulatory scheme.
• Align our work with best Australian and international standards of risk analysis and regulatory practice.
• Provide general advice and information about the gene technology regulatory scheme.
• Clarify existing guidance.
• Try to refer you to the appropriate organisation if your enquiry is outside our scope.
• Respect your rights to privacy and confidentiality.
• Respond to reports of incidents or suspected breaches as the highest priority.

What we cannot do

• Prioritise your application over others.
• Advise you on the likely outcome of your application.
• Provide information or advice on GM foods (please contact FSANZ).
• Provide information or advice on the use of pesticides on GM crops (please contact APVMA).
• Provide legal advice, including offering interpretation of the legislation and how it applies to your circumstance.
• Provide advice regarding your business decisions.
• Make decisions on behalf of your Institutional Biosafety Committee.
• Provide you with confidential commercial information without the consent of the owner or unless otherwise allowed by the legislation.

What we expect you to do

• Treat our staff with courtesy and respect.
• Allow us sufficient time to respond to your requests.
• Respond to our requests for information accurately and in a timely manner.
• Be open and honest to further strengthen relationships.
• Advise us promptly when your details change.
• Learn and abide by any legal requirements and other obligations under the Act that apply to you concerning gene technology and dealings with GMOs.
• Let us know if our services are not meeting your expectations.

If you are unsatisfied with our service

• Try to resolve the matter with the staff member you are dealing with.
• Ask to talk to the staff member’s manager.
• Make a written complaint to the Regulator.

If you are still unsatisfied, talk to the Commonwealth Ombudsman.