Industry Advice Notice no. 2005/23: Communication Arrangements

​Date Issued: 6 July 2005

This Industry Advice Notice outlines communication arrangements for dealing with export certification/ phytosanitary issues and service complaints.

Background:

AQIS is committed to continually improve the efficiency of our services and enhance our client relations. The AQIS Service Charter outlines AQIS service standards and responsibilities of industry and AQIS. This charter also outlines a process to help AQIS to improve our service and also a complaints process.

At a recent meeting with Pulse Australia the Grain Export Program agreed to issue an Industry Advice Notice to remind industry of the procedures for seeking guidance on export certification, phytosanitary matters and complaints processes.

Action: 

If you require clarification or an interpretation of export certification or phytosanitary matter it is suggested that you:

  1. Speak to your local AQIS Officer; 
  2. If the matter is not resolved with the local AQIS Officer, the exporter can contact the local Supervisor or the Regional Export M​anager
  3. If the issue is not resolved at a regional level you can contact the Grain Export Program National Office on 02 6272 4976.

If you are not satisfied with any aspect of our service you should tell the AQIS officer that you are dealing with or ask to speak to their supervisor. If you believe that your complaint is not receiving appropriate attention, contact the relevant Regional Manager using the contact details listed at the link above.

Conclusion:

Should you require additional details regarding our Service Charter or the complaints process, you can obtain a copy of the Service Charter pamphlet from your local AQIS office or we can post you a copy if you contact your local office.

Mike Gilbert
Program Manager
AQIS Grain Exports Program

Last reviewed: 4 November 2019
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