Customer Service Charter review

Closed 6 Mar 2020

Opened 6 Nov 2019

Results updated 18 Aug 2020

Thank you to all who contributed and provided submissions to our review. Over 100 key stakeholders provided feedback during the review process. Based on their feedback, IP Australia developed a new streamlined and simplified Customer Service Charter (CSC) in late 2019.

The new CSC outlines nine key commitments to our customers. Five commitments will be measured by customer ratings through the annual Customer Satisfaction Survey (CSS). A further four commitments will measure timeliness against a range of our IP rights. Our new service commitments fall under three key themes: Doing business with us (overall satisfaction), quality and timeliness. We will report on our performance against the CSC on an annual basis.

We are committed to improving the timeliness of our IP rights and reports, and the quality and consistency of our searches and exams. We have a range of initiatives underway to help us improve and continue to deliver services that meet our customers’ needs and expectations.

The Charter took effect from 1 July 2020.


IP Australia is committed to delivering world leading IP services that are modern, effective and efficient and ensure all Australians benefit from great ideas. Our Customer Service Charter provides an overview of how we will meet customer expectations for IP rights administration. Our aim is to continuously improve and ensure our customers are satisfied with our services.

We are reviewing it so that our service commitments are aligned to your expectations.


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