Customer Service Charter

The Office has been renamed the Office for Seniors Interests and Volunteering and is now incorporated within the Department for Communities. The updated Charter is in keeping with the ethos of the Families and Communities' Customer Service Charter available on the website at www.communities.wa.gov.au but has been amended to reflect the specific work and target audience of this Office.

Charter

Commitment to Customers
Customer service acknowledges that our customers have a right to consultation and courtesy, and the opportunity to express their views about services.

We are committed to improving the quality of service to our customers and value your opinions and comments.

We identify our customers' needs through customer satisfaction surveys, regular evaluations of agency activities, established feedback channels and client contact.

Our customer service charter sets out clear standards of service you can expect from us.

Our Commitment to You
When using the Office's services we will:

• treat you fairly and equally
• with courtesy, respect and understanding
• in a professional and ethical manner

We will also:

• provide prompt service
• treat your personal information with respect
• provide information on services and activities
• provide information for people with disabilities upon request
• ensure our services acknowledge and respect cultural diversity
• accurate and timely information
• respond to general correspondence within 10 working days
• provide contact names and telephone numbers on correspondence
• wear identity badges when dealing with customers in public places
• invite feedback/comments and respond to suggestions/complaints within 10 days of receipt
• continue to evaluate our performance and activities to ensure customer needs are met.

What we do
The Office for Seniors Interests and Carers is a State Government agency within the Department for Communities. It works in partnership with other government agencies, local government and community organisations to enhance the lifestyles of seniors by promoting positive ageing and encouraging the community to plan for its ageing population.

Specifically the role of the Office is:

• to identify trends and encourage planning for an ageing population
• to provide policy, advice, strategic analysis and information about ageing to the Minister and organisations in all sectors of the community
• to undertake promotional, educational and community initiatives to improve attitudes towards older people
• to initiate strategies and facilitate the provision of goods and services, including management of the Seniors Card and Seniors Telephone Information Service, to enhance positive ageing
• to implement the State Government's Valuing Volunteers policy and promote volunteering in the community.

Key activities undertaken by the Office include:

• policy development
• recognition and support for volunteers through the implementation of the Government's Valuing Volunteers policy initiatives
• service provision including the Seniors Card program, Seniors Telephone Information Service and Volunteer Speakers Program, and Seniors Week
• funding and support to non government agencies
• community education
• consumer advocacy.

How you can help us
We invite you to tell us what you think of our services. Your ideas will help us improve the way we deliver our services.

If you have a problem
Usually the quickest way to solve a problem is to contact the Office direct.

You can also contact the State Ombudsman who can provide an independent investigation. The State Ombudsman is located at St Martins Tower, 44 St Georges Terrace PERTH; postal address PO BoxZ5386 St Georges Terrace, PERTH WA 6831.