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IP Australia Customer
Service Charter Responding
to Feedback
Feedback: Have your say
Charter Home | Patents | Trade Marks | Designs | Plant Breeder's Rights | Customer Feedback | Reports
We aim to continually improve our products and services. Your feedback is important
to us – it can help us make improvements for the benefit of all our customers.
We also like to hear about a job well done!
Contact us if you:
- have a suggestion about how we can improve our products or services, or
- want to make a complaint about our products or services; or
- want to provide us with a compliment.
How to have your say
If you wish to give us a suggestion, complaint, or compliment you can:
access the customer feedback form on our website; or
email us at assist@ipaustralia.gov.au; or
phone us on 1300 65 1010 (Australian callers) or +61 2 6283 2999 (international
callers only); or
fax us on +61 2 6283 7999 (secure fax line); or
ask us for a reply paid feedback form from one of our State Offices; or
write to:
Customer Service Charter Manager
IP Australia
PO Box 200
WODEN ACT 2606
You can also write direct to the Director General at the above address, or via email to assist@ipaustralia.gov.au, marked "Attention: Director General"
We are committed to quick and fair resolution of customer complaints and will
ensure your complaint is taken seriously.
We will send you a considered response within 20 working days to your complaint
or suggestion if you provide your contact details.
If you are not satisfied with the way we handle your complaint, you may contact
the Commonwealth Ombudsman on 1300 362 072. Further details and an online complaints
form can be found on the Commonwealth Ombudsman website at www.comb.gov.au.
Disputes with patent or trade mark attorneys or legal representatives
Consultation: Seeking your views
We use a number of different mechanisms to consult with our customers and stakeholders. We hold regular meetings with our national stakeholder groups, including the:
- Institute of Patent and Trade Mark Attorneys of Australia (IPTA)
- AMPICTA - Representing owners of Intellectual Property in Australia
- Trade Marks Combined Interest Groups (CIG)
Other consultation mechanisms include customer surveys and meetings with various advisory and consultative bodies.
Service Level Commitments - Consultation
We will regularly measure our customers' level of satisfaction with our products and services. The results will be used to improve how we work with you.
We will give at least two month's notice before implementing a change in our
fees.
For our current compliance with these commitments, go to our Charter Report.
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