Customer service charter

What you can expect from us

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  Customer-centric

  Customers are at the centre of our decisions, actions, processes and products. We are innovative and continuously seek new ways to better support and engage with you.
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  Inclusive, respectful and honest

  We design and deliver our products and services to support everyone. We are open, honest, and accountable in every interaction, treating all customers with courtesy and respect.

  We recognise and value individual circumstances and cultural diversity, and we are committed to clear, inclusive communication that supports all our customers.
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  Quality

  We are committed to delivering high-quality products and services. We maintain a quality management system to meet customer needs and expectations, and to support continuous improvement.
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  Applications processed fairly

  All applications are assessed according to the relevant IP legislation. If we are unable to certify or grant your application, we will clearly explain why and provide an opportunity for you to submit additional information in support of your application.
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  Timely and responsive

  We deliver our products and services in an efficient and timely manner. We respond promptly to your enquiries and provide accurate, consistent and up-to-date information.

  You can contact us through live chat, email or by phone – whichever best suits your needs. We understand that intellectual property can be complex, so you'll always have the option to speak directly with a person for support.
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  Seek and respond to feedback

  We take all feedback seriously and handle it efficiently, fairly and confidentially. We regularly invite customers to participate in research activities and use insights from feedback to drive improvements in service delivery, quality, satisfaction and customer experience.