Appendix 6: Client Service Charter

Table A6.1: Summary of performance against the ARC client service charter, 2014–15

Standard	2014–15 performance
Communication
In our dealings with you we will be courteous; treat you fairly and professionally; provide timely advice that is clear, concise, accurate and complete; and keep any confidential information provided to us as in confidence, except where disclosure is required by law.	The ARC did not receive any complaints in relation to the communication standards set out in the client service charter.
If you phone us we will answer phone calls promptly during normal business hours and identify ourselves; and aim to resolve your enquiry during the call, or if we can't, take your details and arrange for the appropriate person to return your call as soon as possible.	The ARC did not receive any complaints in relation to answering and/or resolving phone call queries.
If you write to us we will, for simple requests, aim to respond to you within ten working days; or for more complex enquiries, aim to respond within 20 working days.	The ARC did not receive any complaints in relation to response times to written requests.
Administration of NCGP
We will make available on our website accurate advice and information about our funding schemes.	The ARC website contains extensive information about NCGP funding schemes including information about application processes and funding outcomes. The ARC reviewed the content on the ARC website extensively throughout 2014–15 in preparation for a new website in 2015–16.
We will promote equitable access to our schemes and services.	NCGP funding rules aim to provide equitable access to funding for eligible researchers.
We will act fairly, in accordance with our published guidelines, criteria, regulations or legislation.	NCGP funding rules make provision for an appeals process, whereby appeals will be considered against administrative process issues. Details of the number of appeals received in 2014–15 are provided in Chapter 7.
We will, when reviewing funding schemes and scheme funding rules, consult widely and provide reasonable timeframes for consultation with interested parties.	In 2014–15 the ARC consulted relevant stakeholders when reviewing and developing NCGP schemes (see page 110).
Administration of ERA
We will make available on our website accurate advice and information about the initiative.	The ARC website contains extensive information about the ERA initiative and specific details about the ERA 2015 submission and assessment processes. See also note above about website development.
We will act fairly in accordance with our published guidelines.	The ARC did not receive any complaints in relation to the administration of ERA.
We will, when reviewing ERA policy and processes, consult widely and provide reasonable timeframes for consultation.	ERA consultations were undertaken throughout 2014–15 with feedback informing the development of the rules and documentation for ERA 2015.
Policy advice
We will consult with appropriate parties to ensure the views of all stakeholders are properly considered.	Where appropriate the ARC has consulted stakeholders when developing policy advice.
We will ensure policy decisions are evidence-based.	Wherever possible the ARC analyses collected data to inform policy decisions. NCGP analyses conducted in 2014–15, for example, included trends in salary on-costs and partner organisation types.
We will provide a reasonable timeframe for comments.	The ARC did not receive any complaints in relation to timeframes provided when seeking comments.
We will provide information about our decision.	Where appropriate the ARC provides information about decisions to stakeholders directly or by publishing on the ARC website.
Online services
We will aim to have the ARC website accessible at least 98 per cent of the time. There may be times when it is not accessible due to technical upgrades or scheduled maintenance. The ARC will endeavour to keep 'down times' to a minimum.	The ARC website was available greater than 99.93 per cent of the time during 2014–15.
Privacy
We will respect the confidentiality of your personal information and use it only in accordance with the law. We will give you access to your personal information if you request it.	The ARC has clearly defined procedures for dealing with any personal information gathered as part of the agency's responsibilities for the NCGP and ERA.