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Our Service Charter

Our Service Charter lays out what you can expect when interacting with us.

It covers:

• who we are and what we do
• our standards of service
• how you can help us deliver a better service
  your rights
• how to provide feedback on our service
• how and when we review and report on the Charter.

Who we are and what we do

The National Blood Authority (NBA) is a statutory agency within the Australian Government Health portfolio(Opens in a new tab/window) that manages and coordinates arrangements for the supply of blood and blood products and services on behalf of the Australian Government and state and territory governments.

Our standards of service

The NBA is committed to providing a level of service that meets or exceeds the expectations of our stakeholders. We adhere to the Australian Public Service Values(Opens in a new tab/window) and Code of Conduct in all aspects of our business. When contacting the NBA, you can expect us to:

• listen to you
• be professional
• be honest
• treat you with fairness and respect
• provide accurate and clear information in a timely manner
• be accessible and responsive
• treat confidential and private information in an appropriate manner
• respond to complaints promptly.

Help us deliver a better service

When you are dealing with the NBA, you can help us deliver a better service by:

• treating us with respect and courtesy
• being honest and ethical
• meeting any of your obligations to our relationship with you
• providing us with accurate and necessary information in a timely way
• allowing sufficient time for us to respond to your request.

Your rights

When you are dealing with the NBA, you are entitled to expect:

• a right to seek access to documents in accordance with the Freedom of Information Act 1982 (Cth)(Opens in a new tab/window)
• that personal information will be treated appropriately in compliance with the Privacy Act 1988 (Cth)(Opens in a new tab/window) and our privacy policy
• that information you provide to us which is appropriately classified as confidential will be kept in confidence, except where disclosure is required or authorised by law
• that any public interest disclosures will be handled in accordance with the Public Interest Disclosure Act 2013 (Cth)(Opens in a new tab/window).

Feedback on our service

We welcome feedback to assist us with our commitment to improving our service. If you’ve had a positive experience when dealing with the NBA or you have a suggestion on how we can improve our service, please let us know. You can do this directly with the NBA staff member you have been dealing with or by contacting the NBA on the contact details below.

Similarly, if you are not happy with our level of service and wish to make a complaint, we would like to hear from you. In such cases, we recommend that you try to resolve the issue directly with the NBA staff member you have been dealing with or with their immediate supervisor. If you are not happy with the handling of your issue or with the outcome, you can contact the NBA Chief Executive to seek a review of the matter. We will respond to you within 28 working days of the NBA receiving the complaint in writing, with sufficient detail to investigate the issue.

You may contact the Commonwealth Ombudsman if you have concerns about how we handled your inquiry. This service is free of charge and is available by calling 1300 362 072 or by visiting www.ombudsman.gov.au(Opens in a new tab/window).

Review of the Service Charter and performance reporting

We continually look for ways to improve our service delivery to you, and we will:

• review this Service Charter periodically
• use your feedback to monitor, evaluate and improve on our performance
• report on our performance in our annual report.