The Charter has been promulgated to customers in a variety of ways, commencing with its inclusion in the October 1998 edition of Mint Issue, the quarterly publication distributed to everyone on the Mint’s mailing list.

• We will seek to meet the needs of you, our customer, efficiently and promptly, and always look for ways of improving the quality and timeliness of our service.
• We will discuss with you any issue related to the history, production and distribution of Australian coinage and numismatic products.
• You may contact us by mail, e-mail, phone or fax using the address and numbers included on this Charter.
• 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.

• We will clearly identify ourselves when you contact us 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 comment 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 call you back during the next working day.
• Your contact by mail, fax or e-mail will be acknowledged within three working days of receipt.

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

• We will review this Charter at least every two years.
• We would also welcome your comments and suggestions to help us improve our products and service. Please use the contact details included in this Charter.