Client Service Charter

This charter describes our agency, purpose and goals and the service commitments we make to our clients.

On this page

Our vision

Our vision is a strong credit system for the Australian community.

Our role

We are responsible for supporting Australia's personal insolvency and personal property securities systems, and criminal assets management, which:

  • provide Australian consumers and businesses with tools to manage financial risk
  • contribute to investor and business confidence
  • provide enhanced access to finance within the economy
  • enable the dispersal of proceeds of crime to the Australian community.

In delivering these functions, we create an environment in which businesses and the community can properly assess financial risk and make informed financial decisions.

Our service commitments

Our service commitments support excellence in service delivery and complement the Australian Public Service Values and Code of Conduct.

What you can expect from us

Professionalism

  • We will deliver our services fairly and effectively.
  • We will treat you with courtesy and respect.

Responsiveness

  • We will listen to you, meet agreed timeframes, and respond appropriately to feedback and enquiries.
  • We will use your feedback to understand your needs and to drive innovation.

Easy access to services

  • We will provide you with quick and easy access to the right services.
  • We will publish relevant and consistent information to assist informed decision making.

Accountability

  • We will be accountable for our decisions and actions.
  • We will be a trusted partner to our stakeholders by delivering services to clients in a transparent way.

AFSA is committed to achieving and maintaining a high level of service for our clients. We strive to provide helpful information but we cannot offer legal advice, legal interpretations or opinions.

How you can help us

We strive to provide excellent service to our clients. To assist us, we ask that you:

  • contact us if you need assistance with our information or services
  • provide feedback if our services are not performing as expected
  • provide complete, timely and accurate information
  • allow us adequate time to respond to your requests
  • treat our staff with respect and courtesy.

Feedback and complaints

We value your feedback as it helps us to understand your experience as well as assisting us to better meet your needs.

If you wish to provide feedback or lodge a complaint, please see Provide feedback.