ACCAN Customer Service Project (25 August 2009)

4.1. Australian examples

This study has collected examples of service charters that remain in force in Australia. The study analysed 30 of the higher profile customer service charters that can be easily found / accessed across a diverse range of organisations in Australia (including government and private sector). All of these examples are posted on public websites. There are only a small number (five) in the communications sector:

Name	Date	Sector	Target audience	Compensation for breach
AAMI	1996	Insurance	Consumers	Yes
AAPT		Communications	Consumers	No
ACCC	2008	Public	Consumers/ Professionals	No
AGL	2008	Energy	Consumers	No
ANZ Australia		Banking	Consumers	No
ASIC	June 2006	Public	Professionals	No
Australia Post	September 2008	Public	Consumers	No
Blue Central		E-commerce	Consumers / Professionals	No
Centrelink		Public	Consumers	No
Citipower	September 2006	Energy	Consumers	Yes
Cityrail	2009	Transport	Consumers	No
Click Energy	January 2009	Energy	Consumers	No
Dept of Primary Industries and Water		Public	Consumers	No
Energy Safe Victoria		Energy	Consumers	No
Enterprise Connect	22 October 2008	Public	Professionals	No
Freshtel		Communications	Consumers	No
iiNet		Communications	Consumers	No
Integral Energy		Energy	Consumers	No
IP Australia	2009	IP	Professionals	No
iPrimus		Communications	Consumers	No
Main Roads Western Australia	2007	Roads	Consumers	No
Medicare Australia	9 March 2007	Public/ Health	Consumers	No
National Childcare Accreditation.	Last updated 13 November 2008	Public	Professionals	No
Origin Gas	January 2009	Energy	Consumers	No
Sydney Buses	Last updated 4 March 2009	Transport	Consumers	No
Telstra	August 2008	Communications	Consumers	No
Tourism Alliance Victoria		Tourism	Professionals	No
Translink		Transport	Consumers	No
V-Line		Transport	Consumers	Yes
Wannon Water	1 July 2008	Water	Consumers	No





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