All ACNC staff must comply with the Australian Public Service (APS) values and code of conduct. The APS values and code of conduct include requirements forACNC staff to act impartially, behave with integrity and honesty, and act with due care and diligence in the course of their employment.
Our staff must comply with the organisation’s values. They guide the way we work, the way we make decisions and how we interact with each other and thewider community.
We are committed to providing you with prompt, professional and quality services at all times. This includes:
- treating you with respect and courtesy in our dealings with you
- making consistent decisions, and advising you of our decisions in a timely manner
- providing you with accurate information that is accessible and easy to understand
- being openly accountable for our actions, and monitoring and improving our performance in the services we provide you.
If you give us information, we will collect, store and use that information in accordance with the law. We will respect your rights to privacy and confidentiality.
We often deal with very complex laws and situations. We aim to communicate these to you in plain language, and explain anything you cannot understand. Wewill share our decisions about new matters, and the reasons for our decisions, to build your knowledge.
We will take all reasonable steps to ensure your matter is resolved within the timeframes set out in our service standards. If we are unable to deal withyour application or query within our target timeframe, we will:
- provide an interim response to inform you of our progress
- review the progress of your matter and prioritise its resolution as quickly as possible
- where necessary, escalate your matter for consideration and decision by the appropriate decision-making body within the ACNC.
The ACNC is committed to providing high quality services to the public and to the charities it regulates.The following are the ACNC’s service standards. These standards are guided by our core values of fairness, accountability, independence, integrity and respect.
When you contact us
General telephone enquiries
If you call us we aim to answer your call promptly and courteously within four minutes and respond to your queries on the spot.
We aim to give you a full response to general correspondence within 7 business days of receiving all the information. In some cases, we may request you for further information to give you a full response.
When you do business with us
When you lodge a form to update your charity details we aim to process the request within 7 business days.
Registering a charity
When we have received all the necessary information to progress your application, we aim to make a decision within 15 business days.
We will work closely with you to resolve any issues identified during our decision-making process and provide you with information to understand the requirements.
If it becomes apparent your application is likely to be refused, we will contact you to discuss the reasons before making a decision.
If our decision is to refuse your application, you may lodge an internal objection which will be considered independently.Where you indicate you are seeking tax concessions, we will forward the information to the ATO for consideration.
We aim to deliver a registration service by knowledgeable staff who are courteous, friendly, helpful, communicate clearly and keep you informed. After we complete processing your registration application we will ask you to rate your satisfaction with our service.
When you report a concern to us
|Complaints about the ACNC|
Resolution of complaints will be as prompt as possible and in accordance with our policy Complaints and compliments about the ACNC.
When your charity is under review
Investigations finalised within 6 calendar months.
Investigations finalised within 12 calendar months.
When you request information we hold
General information requests
We aim to acknowledge all requests for access to information within 14 calendar days.
Freedom of Information Act requests
We aim to respond to requests for information falling under the Freedom of Information Act within 30 calendar days (plus statutory extensions).
Privacy Act requests
If you raise an issue with us that falls under the Privacy Act, we aim to provide a response within 30 calendar days.