Customer service charter
We are committed to our purpose to create an effective, efficient, consistent and accessible global intellectual property system that promotes innovation, investment and international competitiveness for the benefit of all Australians.
Australia is a leading economy in the region supported by a world class IP System that fosters innovation and promotes trade, investment and competitiveness
Robust intellectual property rights delivered efficiently. We achieve our vision through our mission by:
- Striving for the highest possible standard of quality and consistency in our work
- Building stakeholder confidence in IP Australia and the IP system
- Facilitating the strategic use of IP, and maximising the value gained by users from the IP system
- Focusing on speed and efficiency by offering timely and efficient services
- Contributing to improving the global IP system at home and abroad
- Making a difference for IP Australia and the broader community with our social and environmental commitments
The Privacy Act 1988 (the Privacy Act) regulates how Commonwealth and ACT Government agencies, and large private sector organisations, should handle your personal information, and provides ways for you to access and correct the personal information held about you by those agencies and organisations.
We administer four IP Rights Acts. Under these Acts, we are required to collect and publish information about IP rights and their applicants and owners. This publication complies with the Privacy Act.
Who we are
We are the Australian Government agency that administers patents, trade marks, designs and plant breeder rights. These rights are types of intellectual property (IP).
- Manage programs to educate and promote awareness of the benefit of effective protection and use of intellectual property (IP).
- Provide IP policy advice to government.
- Develop legislation to support Australia's IP system, and
- Contribute to bilateral and multilateral negotiations to improve IP protection internationally.
We are part of the Department of Industry portfolio, but operate independently of the Department on financial matters and with some degree of autonomy on other matters.
What we are here for
Our core task is to administer statutes relating to IP. We grant exclusive IP rights for a defined period of time. The IP rights system we administer helps to:
- Create a secure environment for investment in innovation.
- Enable firms to build brand value and business reputation.
- Encourage the disclosure of inventions and the transfer of knowledge and technology.
- Provide a legal framework for trading intellectual assets.
We also have a major responsibility in shaping IP policy. From time to time the IP system, both domestically and internationally, requires adjustment to meet new demands and keep up with economic, legal, social and business developments. Our role is to ensure that these adjustments are in Australia�s best interest.
Dealing with us
We offer customers a secure way to conduct transactions with us, online and at their convenience through a secure and consistent customer experience via our electronic transaction portal eServices.
To conduct transactions with us register and log on to eServices.
When you deal with us, we will
- Be helpful and courteous.
- Ensure you can access our services.
- Respond to you promptly.
- Provide you with clear and accurate information.
- Be consistent, reliable and fair.
Our customer service principles are backed up by service level commitments which we measure.
Have your say
We aim to continuously improve our products and services. Your feedback is important to us as it can help us make improvements for the benefit of all our customers.
We also like to hear about a job well done.
If you have a compliment, suggestion or complaint you can:
- Speak to a staff member or their supervisor; or
- Fill in the online feedback form ; or
- Contact us
We will send you a considered response to your suggestion or complaint within 15 working days if you provide your contact details.
If you're not satisfied with the way we handle your complaint, you may contact the Commonwealth Ombudsman on 1300 362 072.
If you are not satisfied with the way we handle your privacy complaint, you may also contact the Office of the Office of the Australian Information Commissioner at 1300 363 992.
Our customers include
- National and international businesses and research companies.
- Inventors, small to medium enterprises, students, people with good ideas.
- Attorneys and other IP professionals, including professional searchers.
How you can help us
- Use our on line services or forms.
- Let us know promptly when your details change.
- Let us know if our products or services are not meeting your expectations.
- Treat us with courtesy.
- Understand that we are here to help you, but we cannot provide legal or commercial advice.
- Understand that the IP system can be complex and it may be in your best interests to seek the services of an IP professional.
Code of practice
We have developed a Code of Practice as a practical guide for staff. This enables us to maintain a strong customer service ethos and deliver on our commitment to providing quality customer service.
Customer service charter reports
We measure our compliance against our Customer Service Charter Service Level Commitments each quarter.
View our Service Level Commitments for:
- Trade Marks
- Plant Breeder Rights
Our customer service charter quarterly report is a public statement of our commitment to excellence in service delivery.
Compensation - under the CDDA Scheme
The Scheme for Compensation for Detriment caused by Defective Administration ( the CDDA Scheme ) enables Commonwealth agencies like us to pay compensation for financial loss when it is not legally liable to do so.
The CDDA Scheme defines "defective administration" as:
- a specific and unreasonable lapse in complying with existing administrative procedures; or
- an unreasonable failure to institute appropriate administrative procedures; or
- an unreasonable failure to (or for) an applicant, the proper advice that was within the official's power and knowledge to give (or reasonably capable of being obtained by the officer to give); or
- giving advice to (or for) an applicant that was, in all the circumstances, incorrect or ambiguous.
The guidelines for assessing claims under the CDDA Scheme are in Finance Circular 2009/09 issued by the Department of Finance and Deregulation.
Last Updated: 07/7/2014