Expectations and service standards

Expectations and service standards

You can expect us to:

• treat you with respect and courtesy, and in accordance with the APS Values and the APS Code of Conduct
• be impartial and unbiased
• properly consider all relevant matters
• answer your questions and keep you informed of progress
• complete reviews and complaints as quickly as proper consideration of the matter allows.

We expect agencies to:

• provide us with all the relevant material in an accessible format and as quickly as possible (refer to this guidance)
• provide the review applicant or complainant with a copy of any information given to us. Where agencies have concerns about releasing information subject to legal professional privilege, or where other specific concerns arise, please contact us.
• respond to requests for further information in a timely manner, including assisting us to contact and speak to relevant employees or other people when required.

We expect review applicants and complainants to:

• treat us with respect and courtesy, and in accordance with the APS Values and the APS Code of Conduct
• provide us with relevant information about the review application or complaint in a timely manner
• ensure your contact details are kept up-to-date.