Service standards
When you contact us:
Our staff will give you their name and direct contact details.
We will listen carefully and give you clear advice about our grants, policies and other options.
We will contact you within two working days if you have emailed or left a phone message.
We will reply with an answer within five working days after you have written to us via letter or fax.
We will provide information which is accurate and in plain English.
We will make sure our website is up to date.
We will make every effort to provide information in the formats you request (read our accessibility information on this website).
We will ensure that you can contact us in an accessible and culturally appropriate manner, irrespective of where you live, your age, gender, race or abilities.
We will respect your privacy and confidentiality rights.
When we deal with grants and initiatives:
We will ensure that our website (www.australiacouncil.gov.au) includes information about all grants, closing dates, eligibility criteria and information about how to apply. The information will be available at least six weeks prior to the closing date of the particular category.
We will ensure that grant application material is available at least six weeks prior to the closing date and that applications can be completed and submitted on line.
We will promote our services, grants and initiatives widely.
We will accept applications and other funding requests in languages other than English.
We will let you know via email within six weeks that we have received your application.
We will give you a final decision regarding funding within 16 weeks after the closing date for applications.
We will publish on our website a list of successful applicants and monies allocated.
We will provide funding contracts and agreements which are in plain English and clearly set out your and our rights, responsibilities and expectations.
We will advise whether your grant acquittal report was satisfactory or not within ten working days of receipt for project grants and 20 working days for larger organisations.
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