IPA pbr 2.2-customer-engagement-quality-management-and-timeliness — IP Australia Plant Breeder's Rights Manual – 2.2 Customer Engagement, Quality Management and Timeliness

Also in this Chapter: 2.1 Using This Manual 2.3 Procedures for Updating This Manual On this Page Customer Engagement and Feedback Quality Management at IP Australia Timeliness Commitments Customer Engagement and Feedback Customers are at the centre of our decisions, actions, processes and products. IP Australia is always looking for better ways to support and engage with our customers. We’re committed to ensuring that all feedback is taken seriously and handled efficiently, fairly and confidentially. We use insights from our customers to drive improvements in service delivery, quality and overall satisfaction. Customers can provide feedback to IP Australia by: Calling us at 1300 651 010; Submitting feedback via our online feedback form ; and Engaging in our research activities , which let us know what is working and what could be improved. When we receive feedback from a customer containing a complaint or suggestion, we will ensure that the complaint or suggestion is fully responded to within 5 working days if the customer has provided contact details. Quality Management at IP Australia IP Australia has a Quality Management System that is governed by the ISO standard and is assured through external certification. One of the key principles in quality management is a commitment to continually monitor, maintain, and improve the quality of our products. Timeliness Commitments We will conduct a prima facie examination on your application for plant breeder’s rights within 8 weeks of receiving the application. We will respond to correspondence relating to the examination of your application within 4 weeks of receiving the correspondence. ​​​​​​​