Customer Service Charter

Agriculture, Food, Wine and Forestry is a key industry development division within the Department of Primary Industries and Regions SA responsible for industry development strategies that will grow the economic contribution of the food, fibre, wine, forestry and other sectors to the South Australian economy. We pursue strategies and activities in these industries that enhance the value of products and global competitiveness of enterprises that result in enhanced economic wellbeing for all South Australians.

Our Principles and Values of Customer Service

Our team members are: results focused, committed to honesty and integrity, trustworthy, and are passionate about meeting the needs of our customers. We strive to deliver quality programs and provide information and services that are timely, accurate, relevant and responsive. In doing so, we value:

• Being respectful, equitable, helpful, courteous and considerate
• Listening, understanding and responding to our customers needs
• Being objective and fair in our dealing
• Observing confidentialities
• Accepting responsibility for providing beneficial outcomes
• Striving to meet customers expectations

Our Commitment to Customers

We aim to deliver our role in policy, industry and community development with an approach that is professional, flexible, responsive and timely. As a customer of the Agriculture, Food, Wine and Forestry division, you can expect that we will:

• Work with our stakeholders and industry partners to achieve mutually beneficial outcomes that include improving the capability and capacity of food, fibre, wine and forestry industries to be internationally competitive
• Connect government, industry and community and act as a catalyst for change to create an environment where our industries can be competitive, prosper and grow
• Encourage sustainability and the environment as features of economic development
• Maintain suitable consultation processes in relation to legislation we administer or programs we deliver and actively listen to and seek stakeholder and industry views on relevant issues
• Maintain a knowledge and awareness of relevant industry issues so that we can positively influence state and national policies, commitments and agendas
• Provide access to current and relevant information via our website and other communication media that is timely, reliable, accurate and responsive
• Develop our people to improve and review their knowledge, skills and capabilities

Our Performance Standards

Agriculture, Food, Wine and Forestry staff are committed to existing and potential customers to provide:

• Courtesy, respect and professionalism in all interactions
• A response to all enquiries within a reasonable timeframe
• Alternative sources of information and services if we cannot address the particular enquiry
• Access to current and relevant information via our website

Customer Satisfaction

As part of improving our ability to undertake our activities professionally, we encourage both positive and negative feedback from customers via:

• E-mail:.....................................pirsa.webmaster@sa.gov.au
• Web based feedback form:......... www.pir.sa.gov.au/customer_enquiry_form
• Telephone:……...........................(08) 8463 3000
  

We will monitor our performance and improve our business processes and service delivery by:

• Assessing feedback including suggestions, complaints and compliments
• A continuous review process
• An annual review of this charter to ensure that it remains current

Where Can I Find Further Information?      

 More information about our programs and services: www.pir.sa.gov.au/agwine and www.pir.sa.gov.au/forestry