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The Australian Research Council Service Charter
Message from the Acting Chief Executive
Officer
Purpose of the Charter
What we do
Our mission
Our service standards
Internet
Contacting the ARC
Your rights and responsibilities
Resolving problems
Monitoring and review
Contact details
Message from the Acting Chief Executive Officer
This Service Charter is a commitment by Australian Research Council (ARC) staff to deliver high-quality services to our clients and stakeholders. The Charter specifies the services we provide, the quality of service delivery that clients and stakeholders can expect, and what clients and stakeholders should do if dissatisfied about the level of service provided.
The Charter will assist clients and stakeholders to access our services and enable ARC staff to maintain strong and valued relationships with our clients and stakeholders. We will always welcome feedback on our service performance.
Greg Harper
Purpose of the Charter
This Service Charter sets out the standards of service our clients and stakeholders should expect from the ARC and what they should do if the ARC does not meet the standards.
What we do
The ARC is responsible for:
- managing funding schemes that support the national research and research training effort and advising the Government on the allocation of funds under these schemes;
- providing strategic advice to the Government on investment in research;
- helping to form and maintain effective linkages between the research sector and the business community, government organisations and the international community;
- identifying and responding to emerging areas of research excellence;
- reporting on the research performance of Australia compared with that of other research-active countries; and
- developing and improving public understanding and appreciation of the contribution that research makes to the community.
Our mission
The ARC's mission is to advance Australia's research excellence to be globally competitive and deliver benefits to the community.
Our service standards
The ARC's service standards provide the benchmark against which we measure our performance.
When you communicate with the ARC, we will:
- be courteous;
- be willing to assist you and be responsive to your needs;
- treat you fairly and professionally;
- provide timely oral and written advice that is clear, concise, accurate and complete;
- demonstrate technical/professional competence in providing advice;
- be sensitive to diversity issues; and
- be accountable and adhere to sound business practices in accordance with the Public Service Act 1999 (Public Service Act) and other relevant legislation.
For further information on the Australian Public Service Code of Conduct as detailed in the Public Service Act, contact the Australian Public Service Commission at www.apsc.gov.au or (02) 6202 3859.
Internet
In line with the Australian Government's commitment to deliver all appropriate services electronically, we will ensure that major ARC information and policy statements are accessible via our website. Information provided online will also be available in hardcopy format and available free-of-charge until stocks are exhausted.
We aim to have the website accessible at least 98 per cent of the time. There will be times when it is not accessible due to technical upgrades or scheduled maintenance. The ARC will endeavour to keep 'down' times to a minimum.
Contacting the ARC
The ARC's core business revolves mainly around cycles of funding schemes, of which there are a number of high-intensity periods during the year. Where a query relates to process or procedure under the National Competitive Grants Program, it will be handled in accordance with the relevant Funding Rules. The Funding Rules are available on our website.
If you telephone us, we will:
- handle your call between our normal business hours of 9.00am and 5.00pm Australian Eastern Standard Time each working day;
- aim to resolve your enquiry during the call, which may require forwarding your enquiry to a more appropriate area within the ARC. If the receptionist refers your call to the appropriate work area, the relevant project officer will be identified by name and/or work area;
- advise you of the procedure to resolve your enquiry. For example, if you are a researcher, we may refer you to your organisation’s research office/ administration unit in the first instance.
In relation to administering the National Competitive Grants Program, the ARC will:
- make available information about our funding schemes, a scheme calendar, application procedures and policy issues via a range of tools, including on our website (www.arc.gov.au);
- promote equitable access to our schemes and services;
- act fairly, in accordance with our published guidelines, criteria, regulations or legislation;
- when reviewing funding schemes, developing policy and ARC Funding Rules consult widely and provide reasonable timeframes for consultation with interested parties; and
- ensure payments are made within six weeks of acceptance of funding offers or reports, and/or in accordance with relevant schedules or commitments.
If you are a contractor, consultant or supplier to the ARC, we will:
- ensure availability of, or access to, information required to assist you to provide your services; and
- ensure payments are made in accordance with relevant schedules or contractual arrangements.
Your rights and responsibilities
In your dealings with the ARC, you are entitled to expect:
- confidential treatment of personal information under the Privacy Act 1988;
- access to information under the Freedom of Information Act 1982;
- compliance with the provisions of Commonwealth anti-discrimination law;
- equitable access to the ARC's schemes and services; and
- that the information you provide to us that is classified as confidential information will be kept in confidence, except where disclosure is required by law.
You can assist the ARC to provide a better service and answer your queries by:
- providing timely, complete and accurate information;
- treating our staff with courtesy; and
- meeting any reciprocal obligations of the service relationship.
If you are not satisfied with the service provided by the ARC, it is important that you tell us.
Resolving problems
We will treat any grievance seriously, treat all parties with impartiality and provide you with written reasons for the decisions made. Complaints relating to funding application processes are subject to appeals processes as outlined in the relevant Funding Rules available on our website.
In the first instance, we ask that you contact the staff member with whom you have been dealing to discuss the problem. If you believe this person cannot resolve the issue to your satisfaction, please contact the ARC’s Chief Operating Officer.
If you are dissatisfied, at any time, with our handling of your grievance or feel that your complaint has still not been dealt with satisfactorily, you may wish to contact the Commonwealth Ombudsman or the Courts.
Monitoring and review
To ensure that this Charter continues to reflect the needs and expectations of clients and stakeholders, the ARC will review it periodically. The views of interested parties will be considered as part of the review process. A feedback form (PDF Format - RTF Format) is provided for your convenience.
A summary of our service performance is published in the ARC's annual report, available on our website.
Contact details
The Australian Research Council's central contact point is:
GPO Box 2702
Canberra ACT 2601 Australia
Phone: +61 2 6287 6600
Fax: +61 2 6287 6601
Email: info@arc.gov.au
Your query may most appropriately be directed to:
Communications:
communications@arc.gov.au
web@arc.gov.au
publications@arc.gov.au
Programs:
ncgp@arc.gov.au
Reporting:
final.reports@arc.gov.au
progress.reports@arc.gov.au
GAMS IDs:
gamsids@arc.gov.au
1/5/07
