This Service Charter sets out the standard of service you can expect to receive from the NACC when you submit a report of corrupt conduct.
Our Service Charter also sets out:
- how to make a report and what we will do with it
- what you should do if you wish to make a complaint about your dealings with us
- what we ask of you.
Contacting the NACC about corruption
You can contact the NACC by:
- submitting a report on our website
- writing to us
- calling us on 1300 489 844, between 8:30am and 6pm, Monday to Friday (AEST)
- phoning the Translating and Interpreting Service (TIS) 131 450 who can facilitate calls to us in languages other than English
If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can contact the us through the National Relay Service on 1333 677 and ask for 1300 489 844. Voice-only users please phone 1300 555 727 and ask for 1300 489 844.
To enable us to provide you with a high level of service when you contact us, we ask that you:
- consider what we can and can’t do
- give us accurate and complete information
- respond to us if we seek additional information
- please treat our staff with courtesy and respect.
To request a review of a Commission assessment decision please phone us.
Reporting information to us helps target our resources
We encourage you to report anything you think might be corruption. Please understand it is not our role to act on your behalf to resolve disputes.
Your reports help us build our intelligence about corrupt conduct and corruption risks so that we can investigate serious or systemic matters.
If you would like your report to remain anonymous
We respect your right to make an anonymous report. Please appreciate that this means we will be unable to contact you to discuss your report or seek additional information and will be unable to provide you with protection against reprisals.
You would like your report to remain confidential
Our service level goals
The NACC reporting system is primarily an online service.
Where you telephone us, we aspire to answer 70% of telephone calls within 30 seconds. After such time you will be invited to leave a message instead. Calls will be returned within 10 business hours.
On the phone our team can record your report into our system on your behalf. You will receive a unique reference number for your report in case you need to contact us again.
We will respond within 30 days where
- your report is not within our jurisdiction
- your report does not relate to corrupt conduct, or
- we need more information in order to assess your report.
All reports that meet those thresholds are assessed within 90 days.
In most cases, it is not appropriate to comment or report on our investigations until the investigation is finalised. This helps ensure that we uphold due process and procedural fairness in our investigations, but limits what we can tell you about what we are doing with your report.
Our staff will be respectful in their interactions with you. They will identify themselves with their first name and speak to you in plain English.
NACC staff are trained to look after themselves and are not asked to endure unreasonable behaviour from the people they deal with in their job.
They will advise you if the way you speak to them is aggressive, abusive or otherwise makes them uncomfortable. They are then entitled to terminate the call should that behaviour continue.
Our internal policy enables us to limit the way you can contact us, the people who will deal with you, or deny access to our team in extreme cases.
Complaints about the NACC
We welcome your feedback, compliments or suggestions on your experience in dealing with the NACC. If you are dissatisfied with our conduct or if we have not met the standards outlined in this Service Charter, we recommend you:
- try to resolve the issue with the staff member directly. If this is not possible, please ask for a supervisor or manager to call or write to you
- if you are not satisfied, your complaint will be escalated for a more detailed response or reconsideration of the assessment of your report
- if you remain dissatisfied after taking these steps, please write to: CEO@nacc.gov.au
The NACC is overseen by an independent Inspector. The Inspector will investigate corruption issues and complaints about the NACC, and also look at how the NACC uses its powers. For more information, see Accountability and Reporting.
Alternatively, if you are not satisfied with the response provided by the CEO, you can contact the Commonwealth Ombudsman on 1300 362 072. These internal review steps need to have been completed before contacting the Ombudsman.
Find out about Freedom of information requests and learn more about the process.
Contact us to see how you can engage with the NACC.