Last updated: 
6 November 2019

IP Australia’s Customer Service Charter (CSC) is a public statement of our service commitment. We are reviewing it so that our service commitments are aligned to your expectations. 

Please assist us in this review

We are seeking your insight and opinion and have released a short public consultation paper and online survey to find out what you want in terms of timeliness, quality and ease of access to IP Australia. This will assist us in reviewing the service commitments and understanding your expectations.

Over the coming month customers and stakeholders can provide input which will be considered as part of the revised CSC.  

What happens next?

A draft of the revised CSC will be released for consultation in early 2020. Following that, the revised CSC will come into effect on 1 July 2020.

Get involved

Public consultation is now open and there are three ways to get involved.


To make a written submission:

See our public consultation paper.


For accessibility reasons please submit your written submissions in Word, RTF, or PDF format


If you are short on time:

You can complete our online survey. This survey will take approximately 10‑15 minutes to complete.


If you prefer to speak to someone:

You can provide feedback or discuss the proposed reforms further by contacting:

Jennifer Bowen Smith

Phone: (02) 6283 2642



Submissions need to be received by Thursday 5 December 2019