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Service Charter

I am happy to present this Service Charter for the Great Barrier Reef Marine Park Authority (GBRMPA).

This Charter states our goal, aims, customers and commitments to these customers.

GBRMPA’s business is far ranging and our customers are diverse. However, we aim to provide the appropriate service to meet all our commitments and have therefore included a form in this Charter whereby customers can provide comments on our service. Our services will continue to develop as new issues arise and we will review this Charter regularly in line with these changes.

Your comments and suggestions are welcome at any time and will be instrumental in any future reviews of this Charter.

Russell Reichelt
Chairman

Our goal

To provide for the long-term protection, ecologically sustainable use, understanding and enjoyment of the Great Barrier Reef through the care and development of the Great Barrier Reef Marine Park.

Our aims

  • To manage the Great Barrier Reef Marine Park in accordance with the principles of ecologically sustainable development
  • To protect the natural qualities of the Great Barrier Reef Marine Park, while providing for reasonable use
  • To engage and involve the community meaningfully in the management of the Marine Park
  • To achieve competence and fairness in the management of the Marine Park through the most up-to-date research and the acquisition, use and dissemination of the most up-to-date information
  • To achieve integrated management of the Great Barrier Reef Marine Park through active leadership, and through constantly seeking improvements in coordinated management
  • To achieve management of the Marine Park primarily through the community's commitment to the protection of the Great Barrier Reef and its understanding and acceptance of the provisions of zoning, regulations and management practices
  • To work with Aboriginal and Torres Strait Islanders in a way that takes account of traditional affiliations, culture and rights in management of the Marine Park
  • To minimise regulation of, and interference in human activities, consistent with meeting the goal and other aims of the Authority
  • To achieve our goal and aims by employing people of high calibre, assisting them to reach their full potential, providing a rewarding and caring work environment, and encouraging them to pursue relevant training and development opportunities
  • To make the Authority's expertise available nationally and internationally
  • To actively manage risks to the Marine Park and adapt to changing information and circumstance in the Marine Park.

The Great Barrier Reef

The Great Barrier Reef Marine Park provides for multiple use and ecologically sustainable development with an overriding conservation objective. The Great Barrier Reef World Heritage Area (incorporating the Marine Park) is famous for its 2900 coral reefs. However, the Area also has an incredible variety of other habitats including sandy cays, continental islands, algal and sponge gardens, mangrove estuaries, seagrass beds, sandy or muddy bottom communities, and deep ocean troughs. These habitats and their interconnectedness make it one of the richest and most complex natural systems on earth.

What we do

The Great Barrier Reef Marine Park Authority provides sound, just and receptive management of the Great Barrier Reef Marine Park and World Heritage Area by:

  • Protecting the natural values of the Marine Park and World Heritage Area, and effectively managing use practices which threaten the natural values
  • Providing for a diverse range of use opportunities consistent with World Heritage obligations, nature conservation, cultural and heritage values
  • Managing impacts of use to maintain nature conservation, cultural heritage use and community values
  • Maintaining and enhancing diverse use which provides for the aspirations of reef users, Aboriginals and Torres Strait Islanders, residents and the global community
  • Providing publications and information about the Marine Park in a form suitable for and accessible to our clients
  • Disseminating research information about the management, appreciation and biological diversity of the Great Barrier Reef
  • Providing high quality, timely, comprehensive advice to the Minister on marine environmental policy and legislation, especially that which impacts on the management of the Great Barrier Reef World Heritage Area.

The Great Barrier Reef Marine Park extends to low-water mark only. The Great Barrier Reef World Heritage Area extends to the low-water mark on the mainland coast, but also includes all the islands and waters within the outer boundaries of the Marine Park. The Authority does not manage Queensland-owned State parks that fall within the Area.

Our relationships

We rely on our close relationships with other important management agencies and certain Authority functions are carried out in conjunction with other State and Commonwealth organisations including the Environmental Protection Agency that has the responsibility for day-to-day management of the Marine Park subject to the Authority.

Commonwealth Government Agencies

Queensland Government Agencies

Our customers

Our customers may be involved in, participate in, or represent any or all of the critical issue areas – Fisheries; Tourism and Recreation; Conservation, Heritage and Indigenous Partnerships; Water Quality and Coastal Development and Climate Change – and include:

  • Individuals, groups, government and private organisations that use the Great Barrier Reef Marine Park for tourism, traditional purposes, recreation, commercial operations, and research
  • Individuals, groups and organisations that have any level of interest in or impact on the health and prosperity of the Great Barrier Reef World Heritage Area.

Our commitment

In carrying out our management responsibilities, we will strive to provide a high-quality customer service based on:

  • Providing customers with professional services in a friendly, responsive environment
  • Providing access to information and ensuring that customers with special needs are not disadvantaged in accessing such information
  • Encouraging public participation, including customers with special needs
  • Responding to our customer’s needs, including customers with special needs.

Our standards

Providing customers with professional services:

  • We will be punctual to appointments with customers within the GBRMPA offices or at other venues
  • We will treat all customers with courtesy, respect and in a just and fair manner
  • We will strive for the highest scientific and ethical standards in the delivery of our decisions, services and products
  • We will always answer telephones promptly and courteously and all staff will identify themselves or their position when answering a customer’s inquiry. Customers will not be subjected to unnecessary telephone transferral.

Providing access to information:

  • We will attempt to provide customers with the most reliable management information available in a manner most appropriate to customers’ needs
  • We will ensure customers with special needs are not disadvantaged in accessing the Authority
  • We will respond to requests for information within 10 working days of receipt of the request
  • We will provide written information in clear concise language
  • Customers will have access to well-trained staff who are skilled in quality service provision and have a clear client focus.

Encouraging public participation:

  • We will use public forums, focus groups, and consultative processes to listen to what our customers think about the quality and value of the services and products we provide, as well as the decisions we make
  • We will work in partnership with customers to improve our services
  • We will provide reasonable time for comment on policy proposals.

Responding to our customers’ needs:

  • We will make timely, appropriate changes to services, products and processes in response to constructive comments and positive suggestions of our customers, without compromising the World Heritage values of the Marine Park and according to the legislation governing the Great Barrier Reef Marine Park World Heritage Area
  • We will consult customers in an open and informative manner so that the views of other government agencies, industry, community and environmental groups and members of the public are properly considered, including customers with special needs
  • We will always give customers the opportunity to provide verbal or written feedback to the Authority on its standard of service
  • We will reply to correspondence within 20 days of receipt, or send an acknowledgement letting customers know when to expect a reply
  • We will always respond in a culturally sensitive way.

How you can help

You can help us to meet our standards by:

  • Treating our staff courteously
  • Explaining over the telephone if you are calling STD, so that staff are aware of your circumstance
  • Giving us sufficient and accurate information for us to provide the service you require
  • Providing feedback and comments on the services we provide.

Internal and external review

We will measure our performance by:

  • Monitoring our services against the stated standards and commitments, along with other performance indicators taken from our corporate plan
  • The responses of the public and key stakeholders to our information strategies, management strategies and products
  • Reporting annually in the Authority’s Annual Report on how well we have met our standards. The Annual Report is available from this Authority
  • We will review and update our Charter annually to ensure its relevance to our customers’ needs
  • We will commit to an independent review of this Charter after three years.

Feedback on our service

We welcome your suggestions for improving our services, programs and facilities. If you are unhappy with a service we urge you to come forward with your concerns. We will treat any complaints seriously, and will respond accordingly.

Please direct any suggestions or concerns to the Director, Corporate Services, Great Barrier Reef Marine Park Authority, PO Box 1379, Townsville QLD 4810 or via our online form below.

How to contact us

The offices of the Great Barrier Reef Marine Park Authority are open during normal business hours (8:30am – 5:00pm local time) Monday to Friday.

Townsville Office
Great Barrier Reef Marine Park Authority
PO Box 1379 (2 – 68 Flinders Street)
TOWNSVILLE QLD 4810
Australia

Phone (07) 4750 0700 (Australia)
+61 7 4750 0700 (International)

Facsimile (07) 4772 6093 (Australia)
+61 7 4772 6093 (International)

Email info@gbrmpa.gov.au

Canberra Office
Great Barrier Reef Marine Park Authority
GPO Box 791
CANBERRA ACT 2601
Australia

Ground Floor
John Gorton Building
King Edward Terrace
PARKES ACT 2600
Australia

Phone (02) 6274 1922 (Australia)
+61 2 6274 1922 (International)

Facsimile (02) 6274 1509 (Australia)
+61 2 6274 1509 (International)

Email info@gbrmpa.gov.au

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You may also send this feedback to:

GBRMPA
PO Box 1379
TOWNSVILLE QLD 4810

Or fax to: (07) 4772 6093

Alternatively, you can send comments by email to: info@gbrmpa.gov.au 

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