Customer Operations Group PQS

The COG Work Quality Standards within the COG QRS are directly linked to three of the five IP Australia quality objectives. The objectives are:

  • Quality and consistency - continue to strive for the highest possible standard of quality in our work
  • Stakeholder confidence - manage operations and stakeholder relationships to ensure we have an excellent reputation
  • Speed and efficiency - offer timely and efficient services which are consistent with the needs of IP applicants and the community as a whole
  • Facilitate the strategic use of IP - enable Australians to derive maximum value from the IP system through effective education/awareness and information services
  • Contribute to improving the IP System - foster Australian innovation by shaping the development of the IP system both at home and abroad

Quality Objective 1 - Quality and consistency - continue to strive for the highest possible standard of quality in our work;

Quality Standard 1 - Point of Entry processing is correct

1.1. Items Receipted Correctly 
1.1.1. Date Correctly Captured 
1.1.2. Customer Details Correctly Captured
1.1.3. Fees Receipt Correctly 
1.1.4. Priority of Document Correctly Identified
1.2. Document Management Correct 
1.2.1. Doc Receipted Correctly (FANG and SONI)
1.2.2. Document and Batch Sorting Correctly Completed
1.2.3. Attached Header and Trailer Sheets Correct 
1.2.4. Batch Reconciled Correctly 
1.3. Delivered to Correct Area 
1.3.1. Phone Passed to Correct Level Support
1.3.2. Scanning Done Correctly (Not all business lines)
1.3.3. Documents Sorted to Correct Collection Point 
1.3.4. Documents for HPA Bagged Correctly 
1.3.5. Delivered to Correct Examination Section
1.4. Coding/Classification Completed Correctly 
1.4.1. Documents Coded Correctly
1.4.2. Service Requests Classified Correctly 
1.4.3. Further Classification Completed Correctly

Quality Standard 2 - Service Request processing is complete and correct

2.1. Minimum Filing Requirements Check Completed Correctly 
2.1.1. Check Legal Requirements Are Satisfied Completed Correctly 
2.2. Request Fulfilment Correct 
2.2.1. Date Correctly Captured 
2.2.2. Create Case File Correctly 
2.2.3. Bibliographic Data Entry Correct 
2.2.4. Documents Scanned Correctly (Not all business lines)
2.2.5. Formalities Tasks Completed Correctly (Not all business lines)
2.2.6. Correspondence Out Created and Sent Correctly 
2.2.7. Indexing Completed Correctly
2.2.8. Documents Collated Correctly 
2.3. Delegation Correctly Applied 
2.3.1. Processing Officer has Appropriate Delegations
2.4. Fees Applied Correctly 
2.4.1. Financial Line Items Correctly Entered/Coded
2.4.2. Reconciliation of Financial Line Items Completed Correctly 
2.4.3. Overpayments Correctly Identified and Processed 
2.4.4. Underpayments Correctly Identified and Processed

Quality Standard 3 - Exception processing and error handling are effective

3.1. Corrective Actions Completed 
3.2. Root Cause Analysis Conducted.

Quality Objective 2 - Stakeholder confidence - manage operations and stakeholder relationships to ensure we have an excellent reputation;

Quality Standard 4 - Release/Publication of documents: processing is completed correctly

4.1. Journal Production Completed Correctly 
4.1.1. Publication Type is Correct
4.1.2. Publication Contains Correct Information
4.1.3. Journal Available on IP Australia Website
4.2. Available/Open to Public Inspection 
4.2.1. Case File Correctly Due for API/OPI 
4.2.2. Documents are Correctly Available
4.3. External Facing Data Bases/Information Correct
4.3.1. Privacy requirements interpreted and applied correctly
4.3.2. Copyright requirements interpreted and applied correctly 
4.4. Freedom of Information
4.4.1. Documents released are the documents that were requested
4.4.2. Exemptions applied correctly for FOI release to requester
4.4.3. Exemptions applied correctly for FOI decision to publish

Quality Objective 4 - Facilitate the strategic use of IP - enable Australians to derive maximum value from the IP system through effective education/awareness and information services;

Quality Standard 5 – Correct and Complete information is provided to customers

5.1. Information and Advice Policy Followed Correctly
5.1.1. Information and Advice Policy Followed Correctly
5.1.2. Customer inquiry escalated to level 2 support correctly

Last updated: 
29 April 2016