We are committed to creating an effective, efficient and accessible intellectual property (IP) system that promotes innovation, investment and international competitiveness.
When dealing with you we will:
- be helpful and courteous
- ensure you can access our services
- respond promptly
- provide you with clear and accurate information
- be consistent, reliable and fair.
We measure our compliance against our Customer Service Charter Commitments.
We have service levels that provide you with a framework for standard timeframes you can expect when dealing with us. We also provide monthly updates on current Patent response times and Trade Marks response times.
Online services and business to business (B2B)
Our online services offer a secure, reliable and convenient way to access a range of transactions and services. You are able to apply for an IP right, track your history, renew or amend your application and make payments all from the one portal.
We will ensure our online lodgement services are available 99.5% during business hours and 90% after hours. We will also provide notification of any planned disruption to online lodgement service four days in advance.
The B2B portal has been designed to cater for the needs of our high volume users. B2B facilitates the direct exchange of transactions between your IT systems and our own, and provides immediate acknowledgement and validation reports.
Fees and charges
Most online requests require payment using a Visa, MasterCard or American Express (AMEX) at the time of the transaction. To get an idea of the fee you are required to pay, visit the schedules for patents fees, trade marks fees, designs fees or plant breeder's rights fees. The International trade mark fee calculator is also available to international applications.
Cheque or money orders can be mailed to our postal address. Both personal and bank cheques are accepted and must be marked 'not negotiable' and are subject to a five day clearance.
If you would like to pay by Electronic Funds Transfer you must contact us for an EFT form.
Direct debit payment is limited to Business to Business (B2B) customers. If you want to do this you need to contact us to request a direct debit request service agreement during business hours.
Guidelines for refunds and waivers
We have clearly defined corporate guidelines that outline the principles we adhere to when dealing with overpayments, underpayments, refunds and waivers.
These guidelines are not prescriptive. The final decision on whether to refund monies or waive fees remains with delegated individuals. The delegates will use these guidelines to ensure consistency across the organisation. Please contact us if you would like a copy of the guidelines.
Tell us how we are doing
We are committed to providing you with high quality products and services. Your feedback is important to us. It can help us identify opportunities for improvement for the benefit of all our customers. We will provide a considered response within 15 working days to your complaint or suggestion if you provide your contact details. We also welcome your compliments.
Please note: the feedback form cannot be used to submit any service request relating to an IP Right application or registration (e.g. a new application, change of address details, assignment, renewal, exam response, payment, submission of document, etc.). All of these types of documents are to be submitted through online services.
We understand that you may be impacted by circumstances beyond your control, such as natural disasters. In these instances we will help you wherever possible. We can provide you with information about extensions of time or help you with reconstructing records that may have been lost or damaged.
You should contact us or your legal adviser as soon as you are aware a deadline has not been met, or that one is approaching.
The Emergency Facsimile Service (EFS) has been set-up to support customers when access to our online services is unavailable.
When using our EFS you will need to complete and include the
Contact us for our emergency contact information.
Compensation under the CDDA Scheme
The Compensation for Detriment caused by Defective Administration (CDDA) scheme enables Commonwealth agencies to pay compensation for financial loss when not legally liable to do so.
The guidelines for assessing claims under the CDDA scheme are in Finance CDDA Circular 2009/09 issued by the Department of Finance.
You might need to complete the