Quality Contact Standards 111-17080900

The Quality Contact Framework establishes a single set of quality expectations to ensure services delivered by the agency are of a high quality and meet the expectations of customers and government. It is an integrated approach to quality checking through the consistent assessment of national Quality Contact Standards.

Embedded in the framework is the guiding principle that the experience of customers will be enhanced and the right outcome will be achieved for customers and government.

The Quality Contact Standards ensure that wherever interactions with customers occur, they are assessed the same way. There are 3 standards that cover specific components of an interaction.

Each standard contains elements which are accompanied by a related question and a set of criteria which further defines each standard and supports the evaluation of an interaction:

Quality Contact Standard 1 - Customer Experience measures the agency's interaction with customers.

Quality Contact Standard 2 - Business Outcomes measures the technical aspects of the interaction and taking ownership of the contact.

Quality Contact Standard 3 - Compliance Adherence measures customers privacy and secrecy and risk identification and referral.

The Process page contains the full list of standards, elements and criteria.