Customer charter
The Resources and Energy Group is committed to achieving a better South Australia through the sustainable development of the State's mineral and energy resources.
Our values
- Professionalism and excellence
- Openness, transparency and accountability
- Ethical behaviour
- Collaboration and team work
- Respect and diversity
- Honesty and integrity
Our customer service commitment
We take great pride in
- Building strong respectful relationships and providing the best possible outcomes for all customers
- Best practice legislative framework
- World class information provision
- One stop shop case management
- Speedy and accurate approvals
We place high value on our relationships with all of our customers. We are committed to a consistent approach to service delivery across the
organisation with the following standards
- Treating all customers in a friendly and courteous manner, showing respect and recognition of their diversity
- Being equitable, professional and knowledgeable, striving for excellence in the relevance and quality of our information and advice delivered
- Being considerate of our customer’s needs and responding to all enquiries in a timely fashion
- Ensuring all our communications are in simple language, relevant and easily understood
Our performance standards
The Resources and Energy Group is committed to provide all customers
- An initial response to all enquiries and contact within 2 business days
- We will acknowledge or reply to all written communications as soon as possible, at least within 14 business days of receipt
- All responses will include relevant staff contact details
Improving our service
Customer suggestions, compliments and complaints regarding service are important in helping us monitor and improve our performance
If you would like to make a suggestion about how we can improve services or products, or if you want to make a complaint or provide a comment about a service or the person who provided it, there are a couple of options available to you:
| For feedback on the performance of the Mineral Resources Division | For feedback on the performance of the Energy Resources Division | |
|
Write to: Email: PIRSA.Minerals@sa.gov.au |
Write to: Email: PIRSA.Petroleum@sa.gov.au |
Measuring customer satisfaction
The Resources and Energy Group recognises its customers are key partners in developing and assessing the quality of its service delivery. Measurement of customer satisfaction is vital to the ongoing improvement of our services.
In order to measure customer satisfaction levels the Resources and Energy Group:
- Conducts a Minerals customer satisfaction survey biennially. This online survey seeks customer feedback on the services and products delivered by the Geological Survey, Mining Regulation and Rehabilitation, Land Access and Resource Information Branches. Access to the survey is through the Minerals website. Current customers are also notified by email.
- Results are assessed by an independent third party and report delivered to the Resources and Energy Group executive to action recommendations.
- Petroleum and Geothermal Group have previously conducted detailed industry_surveys, however performance is now being measured and benchmarked with similar national and international agencies through the annual Fraser Institute survey. Feedback on products and services is also sought through the petroleum website.
Download a poster of the Resources and Energy Group's customer charter (.pdf 1.4Mb)
- Page URL: http://outernode.pir.sa.gov.au/minerals/home/customer_charter
- Page Last Modified: December 29, 2011