This week IP Australia officially launched our new Customer Service Charter (CSC). The new CSC was developed following a review in late 2019. Over 100 key stakeholders provided feedback during the review process, and the result is a vastly streamlined and simplified CSC.
The new CSC outlines nine key commitments to our customers. Five commitments will be measured by customer ratings through the annual Customer Satisfaction Survey (CSS). A further four commitments will measure timeliness against a range of our IP Rights. Our new service commitments fall under three key themes: Doing Business with us (overall satisfaction), Quality and Timeliness. We will report on our performance against the CSC on an annual basis.
We are committed to improving the timeliness of our IP Rights and reports, and the quality and consistency of our searches and exams. We have a range of initiatives underway to help us improve and continue to deliver services that meet our customers’ needs and expectations.