Director's statement
This Customer Care Charter is our service commitment to you. It tells you what we do, what you can expect from us, how we will respond to your requests, our commitment to privacy, and how you can give us feedback. If you have any comments about this Charter please contact us.
David Kalisch
Director, AIHW
About the AIHW
The Australian Institute of Health and Welfare (AIHW) is a major national agency established under the Australian Institute of Health and Welfare Act as an independent statutory body to provide reliable, regular and relevant information and statistics on Australia’s health and welfare. We are governed by a management Board and are accountable to the Australian Parliament through the Health and Ageing portfolio.
Our aim is to improve the health and wellbeing of Australians through authoritative health and welfare information and statistics. We collect and report information on a wide range of topics and issues, ranging from health and welfare expenditure, hospitals, disease and injury, and mental health, to ageing, homelessness, disability and child protection.
Governments and the community use our reports and data in discussing, debating, and making policy decisions on health, housing and community services matters.
Mission
Authoritative information and statistics to promote better health and wellbeing
Strategic directions
Further strengthen our policy relevance
Improve the availability of information for the community and our stakeholders
Improve information quality, protecting privacy
Capitalise on the contemporary information environment
Cultivate and value a skilled, engaged and versatile workforce
Values
Australian Public Service values—being apolitical, accountable, sensitive and fair, acting ethically and fostering high quality leadership
Objectivity—ensuring our work is objective, impartial and reflects our mission
Responsiveness—meeting the needs of those who supply or use our information
Accessibility—making information as accessible as possible
Privacy—safeguarding the privacy of both information subjects and data providers
Expertise—applying specialised knowledge and high standards to our work
Innovation—showing curiosity, creativity and resourcefulness in what we do
About AIHW data
The AIHW obtains and manages data from Commonwealth, state and territory government agencies, as well as non-government bodies and individuals, under a range of information agreements, and legislation, including the AIHW Act and the Privacy Act. In undertaking this work, we ensure we comply with, and make decisions regarding the release of information in accordance with all relevant legislation and agreements. The AIHW Act imposes severe criminal penalties on individuals or organisations who release information without appropriate authorisation. More information is available at www.aihw.gov.au/about/.
Your privacy
The AIHW is committed to protecting your privacy. We apply the principles of the Privacy Act 1988 in the process of data collecting, handling, use and disclosure of personal information. You can find more information about our Privacy guidelines on our website at www.aihw.gov.au/privacy
The AIHW Ethics Committee is established under the AIHW Act and is composed of medical and legal professionals and members of the community. It is empowered by law to review all proposed releases of identifiable information. All requests relating to creation of new customised data sets, data linkage or the release of identifiable information are referred to the Ethics Committee, and charges are applicable. More information about the AIHW Ethics Committee is available at www.aihw.gov.au/ethics.
When you deal with the AIHW, we will:
- treat you in a professional manner, with respect and courtesy
- ensure that, as a general principle, we publish information within six months of the receipt of suitable 'clean' data
- ensure that, as a general principle, requests for use of or access to data holdings by bona fide researchers will be granted, provided that there are no legal impediments and that relevant clearances are obtained, including from data providers and the AIHW Ethics Committee where required. Fees may apply for custom data requests (see next section)
Accessibility
- ensure that publications are available on the AIHW website, free of charge and meeting government-mandated accessibility requirements
- provide telephone assistance to vision-impaired people in describing and interpreting complex tables, charts and graphs when needed
- provide individual assistance to customers who have difficulty accessing information (for more information, see www.aihw.gov.au/download-help
- ensure that all facilities and conferences managed by the AIHW comply with accessibility standards for people with a disability, including wheelchair access, toilets and disabled parking
Communication
- offer various email notification services through our website for anyone wishing to receive automated notice of the release of new publications, education resources and newsletters
- make it easy for you to contact us in writing, over the phone, email and in person.
In responding to your requests, we will:
For general information requests
- respond to your request within two working days (if we can’t answer your request we will indicate how long it will take)
- endeavour to provide you with some suggested options if we do not have the information you require
For use of or access to data holdings
- acknowledge your data request within two working days, provide you with contact details for the person handling your request, and where possible, advise when you can expect our detailed response
- advise you of any charges which may be applicable
- obtain relevant approvals, and/or provide advice regarding requirements for Ethics Committee applications.
Tell us what you think of our publications and service
We value your opinion and want to hear about the things you like about the AIHW and its products, and if you have any suggestions about how and where we could improve our service to you.
You don’t have to tell us your name if you don’t want to—your privacy will always be respected.
If you don’t mind giving us your name and contact details, then we can keep you informed about what we’ve done in response to your suggestions or comments.
How to contact us
Email
To enquire or comment on AIHW services:
To enquire or comment on AIHW publications:
Telephone
(02) 6244 1000
International callers, please use +61 2 6244 1000.
Facsimile
(02) 6244 1299
Mail
Customer Care Officer
Communications, Marketing and Media Unit
AIHW
GPO Box 570
Canberra ACT 2601 Australia
Visit in person
26 Thynne Street
Fern Hill Park
Bruce ACT 2617
Australia
Customised data analysis
If you are looking for statistics that are not available in publications or data cubes, we also offer a data request service. Customised tables can be provided, subject to data quality and confidentiality requirements, from a range of AIHW-held databases. Please note that a fee may apply for this service.
Accountability
Public Service Act 1999
The AIHW is bound by the Australian Public Service Code of Conduct (http://www.apsc.gov.au/conduct/) and the principles of the Charter of Public Service in a Culturally Diverse Society (http://www.immi.gov.au/media/publications/multicultural/nmac/append_g.htm)
Integrity
The Commonwealth Ombudsman
If you think we haven’t provided you with an adequate service or if you think your complaint was not handled satisfactorily you can contact the Commonwealth Ombudsman on 1300 362 072.
