1007.0 - Informing Decisions - Australian Bureau of Statistics Service Delivery Charter 2008-2011, 2008  
Previous ISSUE Released at 11:30 AM (CANBERRA TIME) 24/01/2008  First Issue
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Informing decisions - Australian Bureau of Statistics
Service Delivery Charter 2008-2011


Image: Modern building, glass with purple and YellowSERVICE STANDARDS

General inquiries - we will:
  • answer 85% of calls to our telephone inquiry service within 30 seconds (between the hours of 9:00am and 4:30pm, Monday to Friday); and
  • acknowledge the receipt of 99% of email inquiries and inquiry form correspondence within five working days.

ABS website - we will:
  • ensure the website is available 24 hours a day, seven days a week, subject to events out of our control;
  • commence publishing to website at 11:30am (EST) Monday to Friday;
  • advertise website unavailability for maintenance purposes one working day prior to the website being unavailable;
  • fix 99% of broken web page links within three working days of notification by a customer; and
  • refer 99% of requests for translation of any web product which is not suitably accessible for visually impaired users, to an appropriate translation service within three working days.

Consultancy services - we will:
  • acknowledge the receipt of 99% of inquiries within one working day;
  • provide 90% of quotes for information consultancy services within three working days of receiving your final specifications; and
  • provide 90% of information consultancy services within five working days of receiving your instructions to proceed, or to a timeframe negotiated between you and the consultant.

Microdata access - we will
:
  • acknowledge the receipt of 99% of microdata inquiries within one working day;
  • provide a full response to 85% of microdata inquiries within five working days; and
  • dispatch 90% of CURF microdata products within 15 working days of receipt of your completed CURF application form; and
  • provide 90% of new CURF users with access within five working days to a CURF already approved for use in that organisation.

01/07/2008 Note: This page has been updated to reflect the changes of NIRS contact hours and associated Service Standards.