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You are here:
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 KalischDirector, 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.
Authoritative information and statistics to promote better health and wellbeing
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
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
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/.
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.
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.
To enquire or comment on AIHW services: To enquire or comment on AIHW publications:
(02) 6244 1000International callers, please use +61 2 6244 1000.
(02) 6244 1299
Customer Care Officer Communications, Marketing and Media UnitAIHWGPO Box 570Canberra ACT 2601 Australia
26 Thynne StreetFern Hill ParkBruce ACT 2617Australia
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)
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.