Customer Service Strategy

Purpose of the Customer Service Strategy

The Fisheries Division of Primary Industries and  Resources South Australia (PIRSA), is constantly  striving to improve its services and build closer  relationships with key customers, including the  commercial fishing industry, recreational fishers,  the Government and the community of South  Australia.

This Customer Service Strategy (the Strategy) is an expression of PIRSA Fisheries’ commitment to  improving its service for the benefit of all its customers.

The Strategy sets out the customer service standards and explains how to provide feedback if these standards are not met. It also offers helpful advice on how you can help to improve the service.

Who are we?

There are five business units within the Fisheries  Division

  • Fisheries management and planning
  • Legal services
  • Directorate services
  • Compliance services
  • Licensing services

Customer Service values

PIRSA Fisheries aim is to provide consistently high quality professional customer services that are  regularly reviewed and continually improved and  updated. You should expect that:

  • You will be treated with courtesy and  consideration
  • Staff will be helpful
  • Your questions and needs will be attended to  promptly and efficiently
  • You will be provided with accurate information
  • Services will be provided with the utmost integrity
  • Personal information will not be disclosed to the  public without your consent, except as  permitted by law

Standards of Customer Service

PIRSA Fisheries strives to provide all its customers with the following service standards:

  • Provision of a 24 hours per day, 7 days per week access via our toll free FISHWATCH line 1800  065522.
  • City office hours from 8.45 am to 5.00 pm  Monday to Friday. Regional office times may vary according to demand. You are able to leave telephone messages, send faxes or emails or  conduct electronic business via our website at any time.
  • Whenever possible the person with who you make first contact will be responsible for dealing with your enquiry and assisting you throughout.
  • All letters including faxed letters will be answered within 10 business days of receipt. All emails will be answered within 48 hours of receipt. These response times are contingent upon receipt of all information required to deal with the transaction/enquiry.
  • If the matter is more complex and requires  additional time to provide a satisfactory response, you will be notified within the above time limits and given an estimated time of completion.
  • If you leave a telephone message during office hours, your call will be returned on the same  day. However, if you leave a message for a specific staff member, that staff member may not always be available. In these cases, however, you will be contacted as soon as possible.


Feedback

If PIRSA Fisheries do not meet this commitment  to you, it is requested that you provide feedback,  so steps can be taken to improve our service.

Any complaints are taken seriously and will be investigated promptly.

If you have been satisfied with the service you have received, positive feedback is also useful to  assist in evaluating our services.

If you have a complaint, or compliment about any service provided by PIRSA Fisheries you may wish  to contact a Senior Management representative.You will find contact details on the back of this  brochure.

Customer surveys are conducted every two years to measure your views on our service standards.  PIRSA Fisheries encourages you to participate and provide honest feedback.

Customer Service Strategy Brochure

A copy of the Customer Service Strategy Brochure can be downloaded here. (PDF 689KB)


Customer Survey Results

As part of a commitment to continuous improvement, PIRSA Fisheries conducts a survey of it's customers every two years.

The customer survey provides important information to PIRSA Fisheries that enables an assessment as to how successfully Fisheries is meeting customer requirements and also how improvements can be made.

Early in 2007 all commercial licence holders were mailed a survey with a request to complete and return it.

A total of 873 surveys were sent and 284 were received completed (response rate of 32.5%). The preliminary results of this survey can be found at the following link.

 

Services Directory and principal contacts

Executive Director Fisheries
14th Floor, Grenfell Centre
25 Grenfell St, Adelaide
Phone: 08 8226 2316

Manager Legal Services
14th Floor, Grenfell Centre
25 Grenfell St, Adelaide
Phone: 08 8226 2317

General Manager Fisheries Policy
14th Floor, Grenfell Centre
25 Grenfell St, Adelaide
Phone: 08 8226 0398

General Manager Fisheries Services  (Compliance)
Birkenhead Office Port Adelaide
Phone: 08 8347 6102 

Manager Business Services  (Licensing)
Birkenhead Office,  Port Adelaide
Phone: 08 8347 6105

Manager Marine Biosecurity
14th Floor, Grenfell Centre
25 Grenfell St, Adelaide
Phone: 08 8226 2873

PIRSA Fisheries Offices Adelaide (Head Office)
25 Grenfell Street,Grenfell Centre
GPO Box 1625
Adelaide  SA 5001
Phone: 08 8226 2316
Facsimile: 08 8226 0434

Birkenhead (Compliance & Licensing)
2 Victoria Road
PO Box 282
Port Adelaide SA 5015
Phone: 08 8347 6100
Facsimile: 08 8449 1646