5 August 2024
Who does this notice affect?
This notice is for all participants involved in importing goods into Australia and their onshore management.
What has changed?
This advice clarifies acceptable behaviour when interacting with the department whether that be in person, via email, phone, text, including via the departments Cargo Online Lodgement System (COLS).
Summary of Key Points
- We have a zero-tolerance approach to aggressive, threatening, or inappropriate behaviour towards staff. This includes interactions in person or by other communication methods such as phone, email, text, and the departments Cargo Online Lodgement System (COLS).
- At all times, clients are required to interact with department staff in an acceptable manner.
- Clients should be aware of our published Service Standards.
Expected behaviour when interacting with the department.
We are committed to the psychosocial 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, or inappropriate behaviour toward our staff.
This includes interactions in person or by other communication methods such as phone, email, text, and the departments Cargo Online Lodgement System (COLS).
Industry representatives are required to always interact with department staff in an acceptable manner.
All interactions with staff must be in accordance with a standard of acceptable behaviour i.e. behaviour that is courteous, professional, and respectful.
We will not tolerate abuse or intimidation directed at our staff and reserve the right to terminate threatening and aggressive communication, whether that be via phone, email, or in other forms.
Further information
We encourage all clients to check our webpage or subscribe to our mailing list for up to date information as import conditions can and do change without notice.
If you require further information, please call 1800 900 090 or or lodge an inquiry via Cargo Online Lodgement System (COLS).