Australian Government - Royal Australian Mint

Annual Report 2007-08

• Table of Contents
• Financial Reports

Section 1 - Introduction & Overview (continued)

Corporate Profile

The Royal Australian Mint (the Mint) became a prescribed agency within the Treasury portfolio on 1 July 2005, with responsibility for producing circulating coin for Australia. The Mint was established in Canberra in 1965, one year prior to Australia’s changeover to decimal currency, and since 1983 has been the sole supplier of Australia’s circulating coin requirements.

The Mint also produces a range of high quality collector coins (numismatic coins) which are sold through an extensive mail order operation, a network of domestic and international coin dealers, Australia Post outlets and the Mint’s own retail outlet. In addition, the Mint produces a number of Australian medals and awards, as well as tokens, medallions and jewellery items for domestic and overseas customers. The Mint is also a major Canberra tourist attraction with a public gallery, museum and shop that attracted approximately 124,000 visitors during 2007–08.

The Mint is committed to upholding its reputation as one of the leading producers of quality coins in the world and to achieving business excellence.

Vision

Excellence as a sustainable world class Mint.

Mission

To meet the circulating coin and numismatic needs of Australia.

Values

Commitment

we believe in the vision and mission of the Mint, and pursue with enthusiasm and determination the achievement of its business objectives and the maintenance of a safe, healthy and happy work environment

Integrity

we are open, honest and straightforward in the way we do our work, and do not take improper advantage of our employment at the Mint to achieve personal gain

Teamwork

we understand that we depend on one another for effective performance, and are always on the lookout for ways in which we can help our workgroups to be more flexible, more efficient and more enjoyable to be in

Service

we care about the needs of those – both outside and inside the Mint – who receive the products of our work, and we try always to meet those needs at the right time, at the right quality and at the right price

Innovation

we continually seek to identify and implement better, safer and more cost-effective ways of doing what we do, encourage others to do the same, and keep ourselves up to date on relevant developments elsewhere

Respect

we treat one another with courtesy and consideration, and do not belittle the contributions of others to the achievement of the Mint’s vision and goals; we value diversity and renounce discrimination on grounds of race, religion, sex or cultural background

Professionalism

we take pride in the quality of our products, in the skills and standards we apply to our work, and in our willingness to learn and to share the benefits of that learning with others

The Mint’s Service Charter

Services

• We aim to meet your needs as a customer efficiently and promptly, and always look for ways of improving the quality and timeliness of our service.
• We seek to respond promptly to any issue you may raise related to the history, production and distribution of Australian coinage and numismatic products.
• You may contact us through our internet site or by mail, email, phone or fax using the address and numbers given in this publication.
• When you contact us we will be courteous, helpful and prompt in any follow up actions required.
• Your first contact person will keep you informed of the progress of your request or may direct your request to a more appropriate person.

Response

• We will clearly identify ourselves when you contact us by telephone and will ask for specific contact information from you.
• Your discussions will be treated with respect and confidentiality.
• If you contact us by phone during business hours (8.30 am to 4.30 pm), we will address your query immediately or advise of when a response can be expected. If you contact us by phone out of normal business hours your call will be recorded and we will aim to call you back during the next working day.
• Your contact by mail, fax or email will be acknowledged within five working days of receipt.

Complaints

• We will address all complaints in terms of the Australian Standard AS 4269-1995 Complaints Handling and of the Trade Practices Act 1974.
• If you return products, please include your contact details. If you are currently included on our mailing list please advise your customer number. We aim to respond within one week of receipt.
• If you continue to have a problem, our customer contact staff will try to resolve the matter, but if necessary, you will be referred to the appropriate manager.
• If the matter is then not resolved, please contact the Chief Executive Officer (CEO) with all details. The CEO will respond within one week of receipt of this contact.

Note: This Service Charter is not legally binding on the Royal Australian Mint, but is an expression of the standards we seek to achieve and maintain.