Client Service Charter

Key points
  • Our Client Service Charter sets out the standard of service you can expect from us and our agents
  • If you believe we are not meeting this standard please let us know
  • We work hard to improve our service to you and we welcome your comments about how we can make it better

Providing a secure, efficient and responsive service

Our Client Service Charter sets out the standard of service you can expect from staff of the Australian Passport Office of the Department of Foreign Affairs and Trade (DFAT) and its agents, Australia Post and the Australian Passport Information Service (APIS).

The charter explains how and where you can get more information if you need it and what you can do if our service to you does not meet the standards outlined in this brochure. We regularly review the charter to ensure it remains focused on client needs.

We also regularly check and report on how well the Australian Passport Office and its agents are implementing the charter and we encourage continuing feedback from clients on the standard of our service.

Our aim

The Australian Passport Office and its agents are committed to providing a secure, efficient and responsive passport service for Australia.

Our role

The Australian Passport Office issues passports to Australian citizens in Australia and overseas under the Australian Passports Act 2005 and related laws. In some cases we also issue other types of travel documents.

Our working arrangements

You can lodge passport applications at Australia Post outlets (see below). Additionally, the Australian Passport Office has offices in all Australian state and territory capitals and Newcastle where you may lodge applications if you need to travel urgently because of unforeseen, compassionate reasons or other exceptional circumstances, or if you require a travel document other than an Australian passport. You need to arrange an appointment by calling the Australian Passport Information Service (APIS) on 131 232.

Online services are available from this website. These services include accessing passport application forms and tracking the progress of your application.

Overseas, Australian diplomatic missions and consulates provide passport services.

The role of Australia Post

Australia Post provides a high quality, nationwide passport service on behalf of the Department of Foreign Affairs and Trade. Its services include:

  • distributing application forms for Australian passports
  • receiving Australian passport applications
  • receiving passport renewal applications
  • interviewing applicants
  • collecting passport fees
  • delivering passport documents.
Australia Post also accepts applications for Documents of Identity to travel to Norfolk Island.

At some Australia Post outlets you are required to make an appointment in advance for a passport interview. This will usually be arranged within three working days of your call. To find an Australia Post outlet near you that will accept a passport application, call Australia Post on 131 318 or visit www.auspost.com.au.

The role of the Australian Passport Information Service

The Australian Passport Information Service (APIS) provides a high quality telephone information service for Australian passport clients. The APIS standard of service includes access for the cost of a local call from anywhere in Australia; telephone calls answered in a timely manner; and provision of clear and accurate information by trained and experienced staff, delivered politely and quickly.

In Australia, you can contact APIS seven days a week on 131 232. Hours of operation are (AEST) 8am to 8pm weekdays and 8:30am to 5pm weekends. APIS is closed on New Year’s Day, Australia Day, Easter Monday, Good Friday, Anzac Day, Christmas Day and Boxing Day.

APIS also provides interpreting services in several languages.

If you are overseas

If you are overseas and need information about passports, contact your nearest Australian diplomatic mission or consulate. For contact details, visit www.dfat.gov.au/missions/

Our service standards

The Australian Passport Office aims to serve its clients in a highly professional and business-like way. Our service is judged on the following standards:

  • providing a secure, efficient and responsive travel document service
  • being helpful and polite at all times
  • ensuring there are appropriate passport services for Australians living in rural, remote and regional areas and overseas and for people with disabilities
  • displaying instructions and information about passport fees in all passport offices
  • being consistent in the way we apply rules and policies
  • protecting information you give to us in accordance with the Australian Passports Act 2005 and privacy laws
  • serving you promptly
  • providing clear and accurate information
  • understanding what you need
  • informing you of your right to a review of an adverse decision.

What we ask of you

To help us meet our commitment to you, we ask that you:

  • apply for your passport well before your proposed travel
  • bring to your interview a completed passport application form and original documents that prove who you are and that you are an Australian citizen
  • provide full and accurate information and acceptable photographs so we can issue your passport within our standard timeframe (Note: there are penalties under the Australian Passports Act 2005 for making false or misleading statements)
  • be courteous and respectful to passport staff.

Inquiries

Inquiries can be directed to the Australian Passport Information Service on 131 232, or in writing to the address shown below. If you write to the department we will reply within 14 days of receiving your inquiry. If we cannot answer your question quickly, we will keep you informed of our progress in finding the answer.

We value your comments about our service

We work hard to improve our service to you and we welcome your input about how we can make it even better.

Please submit compliments, complaints or comments to us online at this website; by email to passports.australia@dfat.gov.au; or by telephoning the Australian Passport Information Service (APIS) on 131 232.

You may also provide feedback about our service by writing to:

Communications Unit
Australian Passport Office
Department of Foreign Affairs and Trade
R.G. Casey Building
John McEwen Crescent
BARTON ACT 0221

If you are dissatisfied with the response you receive from DFAT, you can contact the Commonwealth Ombudsman’s Office in Australia. Contact details are:

             Phone: 1300 362 072
             Email: ombudsman@ombudsman.gov.au
             Website: ombudsman.gov.au

Download PDF versions of our information brochures here