DCO’s client service charter
You can expect us to:
Respect your privacy, meeting our obligations under the Privacy Act.
Be courteous and honest in our dealings with you.
Provide accurate information.
Be sensitive to issues of cultural diversity, disability and other special needs.
Act on your request in a professional and courteous manner.
Respond to phone calls, faxes or emails within 24 hours.
Reply to correspondence within 15 working days.
We provide quality services
Our team provides a quality service based on best practice guidelines. We strive to continually improve our services through quality review processes, research and evaluation.
We support your right to:
Bring a friend or advocate with you to your appointments.
Discuss with the Area Manager if, for any reason, you want to change your Defence Social Worker or Military Support Officer.
Ask to access information held by Defence Community Organisation about you in accordance with the Freedom of Information Act.
You can help us by:
Treating our staff with courtesy.
Giving us sufficient and accurate information to enable us to assist you properly.
Providing feedback and comments on our performance.
If you are satisfied
We would like to hear from you if you are happy with the service you have received. This allows recognition of good service by our staff.
If you are dissatisfied
You have a right to raise concerns at any time if you are dissatisfied with our performance or our services. We take complaints very seriously and have a formal complaints process so we can respond quickly. This also allows us to identify areas where we can improve our services.
If you are dissatisfied with our performance, please raise the issue with the case manager involved. We will immediately begin investigating the matter, and inform you of the outcome.
If you are still not satisfied:
Speak with the Area Manager of your local DCO Area Office.
If you are still not satisfied, you can speak or write to the Regional Director.
If you are still not satisfied, you can write to the Director General.
You have the option to write to the Minister for Defence or your local Member of Parliament or Senator.
You also have the right to contact the Commonwealth and Defence Force Ombudsman on 1300 362 072.
Contact Defence Community Organisation
For all enquiries, call the Defence Family Helpline on DefenceFamilyHelpline@defence.gov.au or 1800 624 608.
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