What you can expect from us, and what we expect from you
Expectations and service standards
You can expect us to:
treat you with respect and courtesy, and in accordance with the APS Values and the APS Code of Conduct
be impartial and unbiased
properly consider all relevant matters
answer your questions and keep you informed of progress
complete reviews and complaints as quickly as proper consideration of the matter allows.
We expect agencies to:
provide us with all the relevant material in an accessible format and as quickly as possible (refer to this guidance)
provide the review applicant or complainant with a copy of any information given to us. Where agencies have concerns about releasing information subject to legal professional privilege, or where other specific concerns arise, please contact us.
respond to requests for further information in a timely manner, including assisting us to contact and speak to relevant employees or other people when required.
We expect review applicants and complainants to:
treat us with respect and courtesy, and in accordance with the APS Values and the APS Code of Conduct
provide us with relevant information about the review application or complaint in a timely manner