Customer Service Charter

PIRSA Fisheries and Aquaculture is responsible for the ecological sustainable development of South Australia’s aquatic resources. Through effective administration of leasing and licensing of fisheries and aquaculture, equitable allocation of access and a partnership approach to policy development, the division aims to deliver best practice, ecosystem-based management that maximises the social and economic benefits to South Australian communities.

Overview
PIRSA Fisheries and Aquaculture provides specialist services and advice to support the sustainable development of the state’s aquatic resources, as required under the Fisheries Management Act 2007 and the Aquaculture Act 2001.

The Customer Service Charter (CSC) expresses our commitment to provide our customers and stakeholders with a high standard of service, ensuring consistency and efficiency across all business areas.

The CSC outlines the service standards customers and stakeholders can expect from their dealings with PIRSA Fisheries and Aquaculture staff and how to provide feedback if these standards are not met.

Our service commitments
PIRSA Fisheries and Aquaculture’s role in providing corporate, strategic, operations and policy services is guided by the division’s five core values: integrity, respect, collaboration, innovation and achievement.

Like any business, we are also committed to regularly reviewing and improving our service delivery, to ensure a consistently high level of customer service is maintained.

In your dealings with us, you can expect that:

  • You will be treated with courtesy, consideration and fairness
  • Staff will be helpful and customer-oriented
  • Your questions and needs will be attended to promptly and efficiently
  • You will be provided with timely and accurate information
  • Personal information will not be disclosed to the public without your consent, except as permitted by law
  • We will strive to exceed your service expectations

We take great pride in:

  • Building strong respectful relationships and providing the best possible outcomes for all customers and stakeholders
  • Being professional, knowledgeable and innovative
  • Striving for excellence in the relevance, accessibility and quality of our information and services delivered
  • Maintaining best practice legislative frameworks
  • Delivering internationally renowned sustainable fisheries management practices
  • World class aquaculture strategic planning
  • One stop shop case management
  • Reducing red tape for industry
  • Working in partnership with industry to meet their needs or requirements
  • Developing complimentary policies for Fisheries and Aquaculture that maximise benefits to the South Australian community

How you can help
Staff are committed to providing you with a high quality service. To assist us we ask that you:
• Provide us with clear, complete and accurate information on all documentation
• Let us know if your circumstances change (e.g. mail address, phone numbers)
• Treat our staff with courtesy and respect
• Work with us to solve problems
• Provide constructive feedback and suggestions on our customer service
• Help us to recognise our people by telling us when you have received excellent customer service

Giving feedback
PIRSA Fisheries and Aquaculture recognises customers and stakeholders as key partners in shaping the development of services and assessing the quality of our service delivery.

Suggestions, compliments and complaints regarding our services are important in helping us monitor and improve our performance.

You can contact us by:

  • Email PIRSA.FisheriesBusiness@sa.gov.au
  • Telephone (08) 8226 0900
  • Facsimile  (08) 8226 0330
  • Post 
    Executive Director
    Fisheries and Aquaculture
    GPO Box 1625
    Adelaide SA 5001

Download PIRSA Fisheries and Aquaculture Customer Service Charter - print-friendly version

Last updated January 2012