13 January 2023
Purpose
This Industry Advice Notice (IAN) is to clarify acceptable behaviour when interacting with the department whether in person, attending departmental offices or via communication methods such as phone, email and/or text.
Summary of changes and key points
- We have a zero tolerance approach to aggressive, threatening or inappropriate behaviour toward staff or clients. This includes interactions in person or by other communication methods such as phone, email and/or text.
- At all times, clients/couriers are required to interact with department staff in an acceptable manner.
- Clients/couriers should be aware of our published service standards.
- Clients/couriers should only attend an office after an email has been received from the department stating the certificate(s) are ready for collection.
Background
Our staff have recently experienced instances of unacceptable behaviour during in person and communication interactions.
Expectations of behaviour
We are committed to the mental and physical health and safety of our people, our visitors and others who work for us and with us. We have a zero tolerance approach to aggressive, threatening and/or inappropriate behaviour towards our staff, clients or visitors.
All interactions with staff, clients or visitors, whether in person or by other communication methods (for example phone, email, text) must be in accordance with a standard of acceptable behaviour (that is, courteous, professional and respectful).
In office collection process
Service standards for export services have been published stating we will process your export document lodgement within 1 business day for air freight and 3 business days for sea freight. You must submit electronic (RFP/REX) and manual templates. These must be correctly completed and include any relevant supporting documentation and evidence. Our measure for success is 95% of assessments are processed within our service standards.
For efficient collection at departmental offices, all clients must ensure:
- all Request for Permit (RFP) applications are complete (RFP status COMP)
- a collection list has been completed and emailed it to the department (using correct email subject titling)
- you have received a reply from the department stating that your certificate(s) are ready for collection.
Further information including correct email titling and office locations can be found at Request export documents.
Couriers should only be instructed to attend department offices for collections once the above has occurred. If couriers attend without the above being completed, they will be required to leave the department office and return when they have received advice the documents are ready.
Stakeholder responsibilities
All stakeholders are asked to review the above information and ensure they are aware of their responsibilities.
Contact information
If you have any questions regarding this IAN please email Food Exports or Plant Exports NDH.
Rossana Carr
Acting Assistant Secretary
Plant Export Operations Branch