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Customer service charter

The purpose of the Fruit Fly Emergency Response Program customer service charter (the charter) is to inform our customers of our service delivery and the process to provide feedback.

The charter applies to our customers. Our customers are the people who receive or use our services; they can be individuals or organisations who are affected by our services, policies, or programs. Customers can be members of the public, residents, and growers in the Riverland Pest Free Area.

We acknowledge the role of commodity group organisations in supporting and mediating on behalf of their member growers; and seek/encourage participation of those organisations.

Our role

The Department of Primary Industries and Regions (PIRSA) makes a difference so South Australia thrives by advancing the prosperity of South Australia's primary industries, their communities, and regions.

The Fruit Fly Emergency Response Program is responsible for coordinating eradication controls and treatments. The objectives of the response are to:

  • delimit the spread of fruit fly and prevent new outbreaks from occurring
  • maintain market confidence in South Australia’s fruit fly emergency response program
  • reinstate (the Riverland) Pest Free Area arrangements for South Australian producers as soon as possible
  • ensure shared ownership of response objectives with industry and the community.

Our values

PIRSA upholds the core values of:

  • Service – we proudly serve the community and the South Australian Government
  • Professionalism – we strive for excellence
  • Trust – we have confidence in the ability of others
  • Respect – we value every individual
  • Collaboration and engagement – we create solutions together
  • Honesty and integrity – we act truthfully, consistently, and fairly
  • Courage and tenacity – we never give up
  • Sustainability – we work to get the best results for current and future generations of South Australians.

Our service commitments

In your dealings with us, you can expect that:

  • You will be treated with courtesy, consideration, and fairness.
  • We will be helpful and customer oriented.
  • Your questions and needs will be attended to promptly and efficiently.
    • Market access enquiries will be responded to within 2 business days.
    • Routine applications for Chief/Deputy Inspector Movement Certificate(s) will be issued within 2 business days.
    • Complicated or innovative applications for Chief/Deputy Inspector Movement Certificate(s) may take longer than 2 business days for issue but in these instances, PIRSA will maintain contact with applicants at least twice weekly to update them on process.
  • You will be provided with accurate, timely in easy-to-understand information that is accessible to all people.
  • Your personal information will not be disclosed to the public without your consent, except as permitted or required by law.
  • We will treat properties with respect, including not damaging properties (such as leaving gates open).
  • We will not bait into water sources, near hives, or other areas sensitive to the bait.
  • To respect your WHS requirements and properties, we will contact growers before accessing properties to apply bait or monitor traps.

We take great pride in:

  • building strong respectful relationships and providing the best possible outcomes for all customers and stakeholders
  • being professional, knowledgeable, and innovative
  • striving for excellence in the relevance, accessibility and quality of our information and services delivered
  • maintaining best practice legislative frameworks
  • working in partnership with industry to meet their needs or requirements.

How you can help

We are committed to providing you with a high-quality service. To assist us we ask that you:

  • Treat our staff with courtesy and respect.
  • Work with us to solve problems.
  • Understand we’re doing all we can within the rules for your business to prosper.
  • Provide us with clear, complete, and accurate information on all documentation.
  • Let us know if your circumstances change (such as mail address or phone numbers).
  • Provide constructive feedback and suggestions on our customer service.
  • Help us to recognise our people by telling us when you have received excellent customer service.
  • Provide access to properties to apply bait and service traps.
  • Keep orchards and surrounding properties clear of fallen fruit.
  • Report to us when you hear or see someone doing the wrong thing – you’re not protecting your neighbours, you’re protecting fruit fly.

Process for updating market access conditions or considering new conditions

Implementing new market access procedures is a complex process. In considering change, we need to consider whether or not change will be acceptable to sensitive markets and/or the impact that change may have on the eradication program and reinstatement of (the Riverland) Pest Free Area conditions.

It's unlikely that changes can be implemented if they are not acceptable to markets or severely impact the reinstatement process.

State peak industry bodies play an important role in listening to the concerns and suggestions from growers and packers and are a key point of coordinating requests for new market access arrangements. Please speak with your state peak industry representative if you have suggestions to make.

Please note that PIRSA Market Access staff are not able to consider or implement new or innovative approaches until they have been considered and agreed to by peak industry bodies and PIRSA generally to ensure that impacts are being properly managed.

Your feedback

We strive for continuous improvement; we encourage your feedback. Suggestions, compliments, and complaints regarding our services are important in helping us monitor and improve our performance.

You can contact us using the online General enquiries form or by:

Complaints

  • Complaints acknowledged as received within one (1) business day.
  • Investigation commenced into the complaint within one (1) business day.

Our employees will aim to resolve the complaint. Where this is not possible, we may escalate the complaint to a more senior officer within PIRSA for further investigation.

If the customer is not satisfied with the outcome of the complaint, they may seek external review of our decision or follow the complaint management process through Ombudsman SA.

Page Last Reviewed: 06 Oct 2023
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