Service Charter

This Service Charter was developed in consultation with AMSA's stakeholders and staff.

It covers the whole of AMSA and sets out: the services provided; the level of service that a stakeholder can expect to receive; and the process by which a stakeholder's concerns may be addressed.

The Charter was implemented in July 1998.

Our Services

AMSA is responsible, on behalf of the Commonwealth Government, for the regulation and safety oversight of Australia's shipping fleet and management of Australia's international maritime obligations. AMSA is funded largely through levies on the shipping industry.

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Our role is to

enhance safety through:

the provision, operation and maintenance of a network of marine aids to navigation;

ensuring the seaworthiness and safe operation of Australian and foreign vessels in Australian waters;

administering the certification of seafarers

the provision of a maritime distress and safety communications network; and

the operation of Australia's Rescue Coordination Centre and coordination of search and rescue operations for civilian aircraft and vessels in distress.

protect the marine environment by:

administering programs to prevent and respond to the threat of ship-sourced marine pollution; and

managing Australia's National Plan to combat pollution of the sea by oil and other noxious and hazardous substances.

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Our Stakeholders

The Commonwealth, State and Territory Governments and their agencies;

The Australian community

the Shipping Industry and associated maritime education and training institutions; and

in relation to Search and Rescue, the Aviation Industry, the recreational and commercial boating communities, and the State and Territory Search and Rescue Authorities.

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Our Responsibilities

You can expect professional, quality and timely services.

We will:

identify ourselves to you so you know with whom you are dealing;

treat you with courtesy and respect and listen to and take your views into consideration;

give you timely, useful, understandable and accurate advice and information;

where necessary, inform you of your rights, obligations, entitlements, and any costs for services;

respect your right to privacy and treat confidential information appropriately and with respect;

give you reasons for our decisions and inform you how you can have these decisions reviewed;

handle all feedback, including complaints, in a professional and fair manner as outlined in this charter;

seek to refer you to the relevant organisation where we do not provide the service you request; and

where appropriate, consult with you during reviews of our functions and performance.

Standards of Service

We will:

respond to all written and electronic communications within 20 working days and where this is not possible, we will inform you of the time needed to respond to your request;

respond to any telephone inquiry within 2 working days; and

use plain language that is clear and easy to understand.

Access

We provide these services through our head office located in Canberra, and at major ports around Australia. We can be contacted between 8:30 am and 5:00 pm Monday to Friday. We also have some extended office hours to suit our stakeholders' needs (such as our search and rescue centre, which is staffed 24 hours per day and on 7 days per week).

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How You Can Help

To help us provide a timely service, we ask that you:

provide timely and accurate information;

treat our staff with courtesy;

fulfil any financial and other obligations in a timely manner;

be honest and fair in your dealings with us; and

provide appropriate feedback on our services.

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Your Legal Rights

Under relevant legislation and administrative law, you have the right to:

access information under Freedom of Information;

privacy of personal records;

be given reasons for decisions; and

a review of decisions through the Administrative Appeals Tribunal or through a complaint to the Commonwealth Ombudsman.

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Feedback

AMSA welcomes stakeholder feedback on the service that we provide to you.

If you have a suggestion on how we can improve our service to you or feel that the service provided to you deserves recognition you may discuss this with the person with whom you are dealing or the manager of the nearest AMSA office.

If you are dissatisfied with any of the services that we provide please discuss the matter with the person with whom you are dealing.

If you believe that the matter has not been satisfactorily resolved, please contact the manager at the nearest AMSA office.

If you are still not satisfied or if you think that contact is not appropriate, please contact us:

telephone: 1800 133 558 or

The complaint will be investigated in accordance with our complaints handling procedure and will be responded to within 7 working days of hearing from you.

If at any time you are not happy with our internal complaints handling procedures, or if the complaint is not resolved by those procedures, you may take your grievance to the Ombudsman.

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Monitoring & Review

Internal

AMSA will undertake an annual review of the terms of its Charter to ensure that it is still effective and relevant to the services that we provide. Feedback from our stakeholders will be used to improve our service.

External

A review will be undertaken by an external organisation at least every three (3) years to gain an independent assessment to ensure that the Charter remains relevant and effective. Comments will be sought from our stakeholders and staff as part of this external review process.

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Accountability

AMSA will monitor its performance against its Service Standards and publish the results in the Australian Maritime Safety Authority Annual Report.

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More Information about AMSA

If you would like to know more about AMSA then:

browse or search our internet site at AMSA Website, or

contact our Public Relations Department on Canberra (02) 6279 5098 or email.

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Offices

Refer to AMSA Contacts list

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last updated: 29 September 2005