Customer Service Charter
Registration and Licensing Services
Our Customer Service Charter outlines what you can expect when interacting with Registration and Licensing Services and any of our employees, officers or members.
You can expect to be treated with professionalism and fairness, and to be provided with the appropriate service or information you require. In return, our employees are also entitled to be treated with respect and to be provided with the information they require to assist you.
1As client you can expect we will:
- be respectful
- act with integrity
- be procedurally fair
- be available
- acknowledge your enquiries
- return your telephone calls within one business day
- respond to your written enquiries within 5 business days*
- advise you if more time is required for complex matters
- be accurate
- put you in touch with the right person
- present information in understandable language
- respect your privacy
- provide information in accordance with the Right to Information Act 2009, the Personal Information Protection Act 2004 and the Vehicle and Traffic Act 1999.
* Please note that complex issues may require extended investigation time however, if this is the case, we will advise you.
2How you can help us by:
- providing accurate and complete information
- contacting us if the details or subject of your query changes
- contacting us if you have or need any further information
- being open and honest in your dealings with us
- treating our staff with courtesy and respect
- providing us with feedback about our service.
3Appealing registration and licensing decisions
Some Registration and Licensing functions have legislative processes in place for the review of departmental decisions. If this is applicable to you, you will have been advised of this in writing. If you haven’t received this advice, then you may submit a complaint via our complaints process.
For further information regarding the process for review of decisions, please click here.
4Complaints to the Ombudsman Tasmania
If there is a long delay in resolving your complaint or you are not satisfied with the outcome, you can contact the Ombudsman Tasmania.
Information regarding their service and complaints process is available on the Ombudsman Tasmania website.
5Public Interest Disclosure Procedures
Registration and Licensing Services is committed to the aims and objectives of the Public Interest Disclosures Act 2002 (the Act). The Act is Tasmania’s whistleblowing legislation. The purpose of the Act is to:
- encourage and facilitate disclosures of improper conduct by Tasmanian public officers and public bodies
- protect persons making those disclosures and others from reprisals
- provide for the matters disclosed to be properly investigated and dealt with
- provide all parties involved in those disclosures with natural justice.
Further information regarding the Act and blowing the whistle in Tasmania is available on the Ombudsman Tasmania website.
6Right to Information
As a public authority, the Department of State Growth routinely publishes information about the programs, policies and services we provide to help the public understand what we do. The Right to Information Act 2009 provides public access to information held by government bodies.
Further information regarding Right to Information is available on our website.