Customer service charter

We follow the Australian Public Service Values and Code of Conduct in all aspects of our business.

Our service commitment

Our Customer Service Charter sets out our commitment to the standards of service you can expect in your dealings with us.

We will:

  • be helpful and treat you with courtesy
  • respect your right to privacy and confidentiality
  • ensure anti-doping education is accessible
  • ensure that athletes can submit their Whereabouts information
  • make information available online that will answer your general enquiries
  • provide you with clear and accurate information
  • make it as convenient as possible for you to contact us or do business with us
  • encourage you to call us or write to us with any enquiries you may have
  • aim to answer your call or respond to your email or letter promptly; if no one is immediately available to address your query, we’ll ensure that an appropriate staff member contacts you as soon as possible
  • work with you to resolve any complaint as quickly as possible
  • stay in touch with you and regularly update you on the status of your complaint
  • clearly explain our decisions to you and tell you about your rights and responsibilities and what you need to do
  • provide you with a date to expect a decision, if you ask us to review a decision we have made. 

Help us to deliver a better service

  • Call us first if you have any questions or our website may also have the information you need.
  • Treat our staff courteously.
  • Be honest and accurate in your dealings with us.
  • Work with us to solve problems.

Athletes' responsibilities:

  • Access the education opportunities offered.
  • Tell us if your circumstances have changed or are about to change.
  • Read, or have read to you, all the information we send or give to you (tell us if you want to give someone else permission to do this on your behalf).
  • Provide us with all the requested information within the required timeframes or call us if you are unsure what you need to provide.
  • Tell us as soon as possible if you have made a mistake, or you think we have.
  • Let us know if you will be late or are unable to provide us with requested information.

Ask us if you are unsure about any of your responsibilities.


We want to hear from you and will listen to what you have to say. There are several ways you can contact us.

If we fail to meet our service commitment:

  • first try to resolve the problem with the person you are dealing with
  • if you are still not satisfied, talk to that person's manager and your concerns will be responded to as soon as possible. 

Our decision-making process

We will make timely decisions and do our best to meet your needs. If we’re unable to do so we will explain why and tell you when you can expect to receive a response.

When making decisions, we often need to request information from you. We will ensure that our requests for information are stated clearly.

If you think a decision that we have made is wrong, talk to us. You have the right to ask for the decision to be looked at again.

If you are not satisfied with our response, you may raise your concerns with the Commonwealth Ombudsman by:


Your personal information is protected by law. 

The Privacy Act 1988, and in particular the Australian Privacy Principles regulate how Commonwealth agencies can collect, use, disclose and store personal information, and how you can access and correct that information.

Any enquiries regarding privacy should be directed to

Keep up-to-date

There are a number of ways you can keep up-to-date with the latest anti-doping information.

Refer to our website for information on:

You can also keep up-to-date with us on social media: