Chapter 4–Management and accountability
Service Charter and Charter of Operations
The agency’s Client Service Charter sets out:
- the standards of service which visitors can expect
- information about the agency’s aims, standards and code of conduct
- ways to contact the agency or provide feedback.
The charter is available from the agency’s website at moadoph.gov.au/about/, along with a feedback form that can be downloaded or completed online. Three Client Service Charter forms were received in 2010–11: two provided positive feedback on the museum; the third related to difficulties in accessing tenants located in the building, and has been taken into account in the development of a visitor experience plan for the museum.
The agency’s separate Charter of Operations sets out the agency’s specific obligations and services to the public. It is also available from the agency’s website, at moadoph.gov.au/about/corporate-documents/, and is reviewed annually.
Appendix C provides a detailed assessment of the agency’s performance against both the Service Charter and Charter of Operations during 2010–11.