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

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