SARDI Customer Service Charter

Our role

SARDI strives to be valued as a first choice provider of applied research solutions supporting a vibrant primary industries sector.

Our ability to produce the best scientific solutions begins with understanding customer’s needs and exceeding expectations throughout the discovery to delivery research continuum.

Guiding principles and values

On behalf of the people of South Australia, SARDI pursues scientific excellence within carefully selected fields of expertise to:

  • Meet specific industry priorities
  • Increase industry productivity and economic performance
  • Address environmental issues and the need for sustainable production
  • Attract investment and develop critical research infrastructure

Our values centre on

  • Scientific excellence
  • A contemporary outlook to constantly evolve to meet client needs
  • A collaborative spirit
  • Accuracy and timeliness
  • Integrity

Our Commitment

SARDI is committed to:

  • High performance to deliver quality science solutions
  • Maximising returns on research investment by stakeholders through accessing collaborations that enhance performance and efficiencies
  • Observing appropriate confidentialities
  • Maintaining integrity – providing research results devoid of bias
  • Constantly improving client relationships through our people and improved client relationship systems to keep clients’ informed of our progress on their investment
  • Delivering projects on time and within cost

SARDI staff are personally committed to honest and ethical behaviour, taking pride in their work and service, operating collaboratively, while maintaining professionalism in all their interactions.

Efficient Customer Feedback and Complaints Processes

As part of continuing service improvement, SARDI encourages both positive and negative feedback from customers.

These avenues are available for feedback and complaints:

  • Scheduled assessment meetings throughout commissioned research programs
  • Access to a dedicated contract/customer relations manager on request
  • Post-project review meetings
  • Access to Program Science Leaders or Research Division Chiefs
  • Email: pirsa.sardi@sa.gov.au
  • Web based feedback form
  • Written mail: Executive Director, SARDI, GPO Box 397, Adelaide 5001

Performance standard

In the event of complaint lodgement via any mechanism:

  • People or organisations lodging a complaint will receive written or verbal acknowledgement of receipt of that complaint within ten business days from date of lodgement or other reasonable timeframe as appropriate to the complaint
  • Complaints will be lodged in a central registry, maintained by: Executive Support to Executive Director SARDI
  • Relevant staff will personally follow customers’ complaints to satisfactory conclusion
  • Complaints will be raised at regular meetings of the SARDI executive team as appropriate
  • Where the customer is unhappy with the outcome, contact details of the Ombudsman will be provided

How we measure customer satisfaction

SARDI’s major customers consist of research buyers representing government agencies, industry organisations and fellow research collaborators.

To measure and improve customer service, SARDI:

  • biannually review `customer satisfaction’
  • conducts project reviews between project managers and customers to provide opportunities for service performance issues to be discussed
  • runs formal reporting systems to track program progress against expected milestones and required reporting
  • tracks trends in attracting external funds in priority areas for the State

In addition, a dedicated contract-customer relations manager actively monitors research milestones, alerts managers of problems, and is available to address concerns.

Last Reviewed 2010