We are committed to respecting, protecting and promoting human rights. Under the Human Rights Act 2019, we have an obligation to act and make decisions in a way that is compatible with human rights, and properly consider human rights when making a decision.
We will respect you
We promise to respect you by:
- treating you fairly and making decisions in accordance with the law
- being courteous, and considerate of your circumstances and concerns
- answering your questions promptly and clearly
- making you aware of all your legal rights and how to exercise them, including the right to object or appeal our decisions and lodge a complaint.
We will give you guidance and assistance to ‘get it right’
We will help you meet your obligations and receive your entitlements by providing correct information. We will do our best to:
- help you understand what you have to do and when
- process your requests within the time outlined in our service standards.
We accept that you may have someone else represent you
You have the right to engage another person to help you in your dealings with us. To protect your privacy, we request that you give us written authorisation to deal with your representative. We will treat your representative as if we were dealing directly with you.
We will be accountable and act with integrity
- be professional and act with integrity
- explain our decisions, advise you of your rights and act within the law
- ensure you are dealing with people who have appropriate skill levels
- keep you informed of the progress of issues you have raised with us
- publish our service standards
- share with you the issues we are experiencing
- correct any mistakes quickly.
We will recognise those who are trying to ‘do the right thing’
Our experience is that most people want to do the right thing, but sometimes make mistakes. We will:
- help you get ‘back on track’
- provide you with an opportunity to explain before we make a decision
- treat you as being honest unless you act otherwise
- explain why we ask questions or request information from you
- give you enough time to respond to requests
- question you only if we have good reason to do so
- consider any financial difficulties you may have.
For the minority who deliberately do not meet the rules, maximum penalties will apply, and we may consider prosecution.
We will minimise cost and time spent dealing with us
We will provide services that minimise your expenses and the time it takes to deal with us. We will do our best to:
- make our information readily available
- notify you in advance of changes that apply to you
- make it easier for you to meet your obligations and receive your entitlements.
We will protect your information
We have the power to access and require information from you. We will only do so where it is needed to assess if you are complying with requirements, or if you are eligible for a payment or refund. You can have confidence that we will protect your information and privacy because we will:
- grant someone access to your information only if required or authorised by law
- discuss your information only with you, or a person you have authorised.
We will listen to you
We want to understand your needs, and value your feedback because it helps us to improve our services. We encourage you to provide feedback by:
- lodging an online form
- calling 1300 300 734
- posting a letter to PO Box 15931, City East Qld 4002.