At IP Australia, our aim is to help businesses grow and prosper through the delivery of timely and robust IP rights. We’re committed to continually improving our services, and throughout 2020 we have implemented a range of initiatives to improve the quality and consistency of our searches and examinations.
We have recently implemented a new quality framework that takes a principles-based approach to quality, recognising the skills, capability and judgement of our staff. Under our new approach, we assess products against a set of customer-focused objectives and standards, which were developed after consultation with various IP stakeholders. We are also sampling a higher proportion of products that are of greater importance or are of higher impact for customers. This includes products where IP Australia is the office of first search and examination and cases which are ready for acceptance.
Our new Customer Service Charter outlines our commitment to quality and these are measured through customer feedback in our annual Customer Satisfaction Survey.
The continual improvement of our quality management system further supports IP Australia being recognised as a world-leading office for quality, ensuring Australians benefit from great ideas.