Quality management

Our quality management system (QMS) is designed to ensure we deliver high quality products and services. Here's how it works and how it enables Australians to benefit from great ideas.

Our quality management system

Our QMS is one of the ways we ensure production of high-quality IP rights through a consistent, high level experience for our customers.

It aims to:

  • Measure and analyse quality review findings
  • Deliver products and services in a timely manner
  • Evaluate and continuously improve our products and services
  • Support international quality management.

Why it matters

Our vision and purpose is to create a world-leading IP system to build prosperity through innovation. A key part of this is ensuring our customers have access to products and services in an efficient way that lets them continue to innovate.

Our quality system is designed to:

  • create certainty in the marketplace, allowing Australians to be competitive in Australian and overseas markets
  • increase access to and benefits from IP rights
  • deliver high quality IP rights in a timely, efficient way
  • identify opportunities for us to continually improve.

How it works

Our quality management system operates and stays effective by:

  • monitoring and measuring our processes
  • listening to your feedback
  • implementing improvements.

Our QMS is based on internationally recognised best practices, certified to ISO 9001:2015.

Quality review system

Our Quality Review System (QRS) is how we monitor and measure activities across our products and services.

It works by:

  • assessing work against a set of clearly defined quality standards
  • identifying ways to improve learning, training and systems
  • recognising good quality work.

Results and outcomes of our QRS are monitored to continually improve the quality of our work.

Related content

Our customer promise

As part of our commitment to creating a world-leading IP system, customers are the core of everything we do. Our customer service charter outlines our customer commitment.

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We're committed to creating an effective, efficient and accessible intellectual property (IP) system. Our service levels are guided by our customer commitments, so you know when to expect your request to be processed.  

Reporting fraud

We're committed to protecting both you and our agency against fraudulent and misleading practices. If you've seen or have been impacted by fraudulent behaviour relating to intellectual property (IP), here's what you can do.