31 Oct 2013
Important changes are coming to the customer transaction and inquiry channels. To assist with these changes, IP Australia wishes to provide early information to our customers regarding the future of our current transactional channels.
The ‘assist’ email and over the phone payment service are planned for decommissioning around February 2014.
The corporate fax and Australia Post Lodgement Points are also planned for decommissioning around June 2014.
Why these changes?
Customers will soon be able to undertake all service request submissions (including make a payment) through our efficient eServices platform due for completion in December 2013. A new enquiry form on our website will also be implemented to support customer information requests.
IP Australia is also implementing a number of supporting infrastructure changes which will support continued access to the eServices platform even during planned maintenance and unscheduled outages. This will allow customers to continue to transact with us during these periods and provide greater service reliability and confidence in the channel.
By delivering customers with eServices and continuing to invest in this as our primary customer platform, IP Australia is providing a more reliable, effective and efficient service to customers that supports our ongoing commitment to maximising the value from the IP system.
These changes also reflect IP Australia’s support for the Governments policy for an E-Government and Digital Economy to reduce costs, lift productivity and develop better services using smart technology.
What does this mean for you?
If you rely on any of the services identified for decommissioning, you should familiarise yourself with eServices.
If you need help with eServices, a range of tools can help. For troubleshooting tips see our online help guides that show how to use eServices for each of our Intellectual Property Rights.
If you require further assistance, you can call us on 1300 651 010. From here our staff will be able to take you step-by-step through the online process.
Our direct mail channel will continue to be available to assist customers in a smooth transition to the new arrangements.
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