Informing Decisions - Australian Bureau of Statistics Service Delivery Charter

Latest release

This charter outlines the ABS commitment to providing quality customer service for statistical information

Reference period
Next release Unknown
First release

About the charter

The Australian Bureau of Statistics (ABS) is committed to providing quality service to all our customers, both in Australia and overseas.

This charter explains what you can expect when you approach us for information or help with our products and services.

In recognition of the diversity of our customers, we provide a range of statistical information and other services. Our website provides data of broad interest to the public free of charge.

Requests for complex data can be provided for a charge which includes: 

Our commitment to service standards

We comply with the Australian Public Service Values and Code of Conduct.

We will continue to improve our customer service based on the feedback we receive from you. ​​​​​​

General enquiries

We will respond to general information email enquiries as soon as possible.

ABS website

We will:

  • ensure the website is available 24 hours a day, seven days a week, subject to events outside our control
  • let you know when our website will be unavailable due to maintenance
  • publish information and products to the website daily Monday to Friday
  • advertise any future releases or changes to release dates on our Release calendar
  • address and communicate quality issues identified in statistical releases as soon as possible

Consultancy services

We will:

  • respond to your enquiries as soon as possible
  • provide a quote as soon as possible based on information requested
  • deliver information requested within the time frame negotiated

Microdata access

We will:

  • respond to your enquiries as soon as possible
  • provide you with access to microdata products and services as soon as possible

For information about the ABS Surveys Charter please visit 1008.0 - ABS Surveys Charter, 2010

Website accessibility

We are committed to ensuring that online information and products are accessible to the widest possible audience, regardless of ability, technology, or platforms.

Due to technological limitations, it is not possible to make the website entirely accessible in a cost effective manner. This limitation means that some tables, products or parts of the website may be less accessible to some users. 

If you require assistance with web content that is not accessible or if you have a disability and require assistance to use our products or services please call us on 1300 135 070.

For language translation, we can arrange for content to be translated into a more suitable format at no additional cost to you. You can also phone the Translating and Interpreting Service (TIS) on 13 14 50 for help with your call. This is a free service.

If you are experiencing difficulties accessing content for any reason or for further information about having content translated please Contact Us

Tell us what you think

You can provide suggestions, complaints, or compliments by using the website feedback form, available from all ABS web pages. Alternatively, ABS contact information can be accessed on the Contact Us page.


Complaints will be acknowledged within one week of receipt. Depending on the complexity of your complaint, we may need more time to investigate your case before it can be resolved. We will write to you advising of the outcome within 4 weeks of receiving your complaint. 

If you are not satisfied with the outcome of your complaint, you can request a review of the decision by writing to: 

ABS Complaints Review Officer
Parliamentary, Policy and Planning Branch
Australian Bureau of Statistics
Locked Bag 10
Belconnen ACT 2616

If the review outcome is unsatisfactory, you may make a complaint with the Commonwealth Ombudsman

How can you contact us

To contact the ABS please refer to our website Contact Us page.

For information on how we manage your personal information please refer to the Privacy at the ABS page.

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