Customer service charter

In early 2020, the Department of Infrastructure, Planning and Logistics (DIPL) started work on a customer service charter in consultation with:

  • its senior leadership team
  • the staff across the agency
  • the Department of the Chief Minister.

The aim of the charter is to:

  • clearly articulate the standard of service our customers can expect from DIPL
  • assist the department with focussing on service delivery to measure and assess performance
  • initiate performance improvement.

The charter outlines:

  • what the department’s customers can expect from our services
  • our commitment to deliver professional, accessible, responsive, reliable and consistent service.

Customer service standards

The charter commits to:

  • listen to customers to get to know their businesses better
  • make it easy for customers to access department services
  • respect customer’s time and take ownership to address enquiries and keep them informed
  • let our customers know what to expect and provide a transparent and responsive service
  • deliver a quality service in a respectful and collaborative manner
  • make customer safety a priority.

Tell us how we are doing

To provide feedback on your customer service experience with the agency, email

DIPL Customer Charter

Last updated: 25 November 2020

Share this page:

Was this page useful?

Describe your experience

More feedback options

To provide comments or suggestions about the NT.GOV.AU website, complete our feedback form.

For all other feedback or enquiries, you must contact the relevant government agency.