Service Charter

Service Charter

Message from the CEO

At RSPCA ACT we know that the best way to do our job is to work closely with you - our clients and stakeholders. 

We understand the importance of recognising your needs, increasing our employee's awareness of their customer service obligations and ensuring the delivery of quality customer services.

RSPCA is wholly responsible for and works towards the care of neglected and abused animals in the ACT and how we interact with the community is of the utmost importance to us.

This Service Charter is an expression of our commitment to: 

  • provide you with information on our mutual responsibilities
  • meet your reasonable expectations for service standards
  • offer you the opportunity to give us feedback on our performance
  • supply you with direct contacts at RSPCA ACT.

About us

RSPCA stands for The Royal Society for the Prevention of Cruelty to Animals.

The RSPCA is an autonomous, non-government community organisation. In Australia we have a national branch known as RSPCA Australia. The purpose of our national branch is to provide a national presence for the RSPCA movement and to promote unity and a commonality of purpose between the state and territory based bodies. Each state and territory of Australia has a state/territory branch. The bigger states also have regional branches.

RSPCA ACT is the territory branch for the ACT. We are governed by a council of representatives who are elected each year by RSPCA members at an AGM. This council acts according to our constitution and gives us our policy and strategic focus. Staff and volunteers ultimately report to the CEO who is the main linkage point between the day to day operations of the society and the governing council.

The main functions of the Society in the ACT are:

  • to investigate cases of alleged cruelty or neglect
  • to operate an animal shelter
  • to care for wildlife. RSPCA ACT is your wildlife carer of choice, which rehabilitates sick, injured and orphaned wildlife.
  • to raise community awareness of animal welfare issues through an education program
  • to work with Government towards ensuring adequate legislation is in place and to raise funds to support these functions.

While much of the Society's work deals with companion animals within the urban area, it is also concerned about the treatment of animals used for production of meat, eggs and fibre; for sport and entertainment; for research and experimentation.

Our clients and stakeholders 

  • people who bring animals to us, whether they are injured or healthy animals being surrendered
  • people who adopt animals from us
  • people who purchase goods and services from us
  • people and entities interested in animal welfare generally
  • people and entities who support us by donating money, time, goods or services
  • our members

Our Core Values

  • Compassion
  • Integrity
  • Respect
  • Act Responsibly
  • Unity
  • Professionalism
  • Enthusiam
  • Continuous Improvement

Our service values

When serving you we will:

  • be professional
  • not be judgmental
  • show integrity
  • demonstrate openness
  • be fair
  • show respect

Your rights and responsibilities

You have the right to:

  • fair and unbiased treatment
  • privacy and confidentiality as prescribed by law
  • obtain information under provisions of the Freedom of Information Act 1982
  • where practical, access services, facilities and information in a manner that meets your needs, regardless of location, disability, language or cultural background
  • lodge a complaint and have it dealt with in a timely manner
  • seek review of our decisions according to relevant guidelines and legislation

In return, we ask you to:

  • comply with RSPCA ACT requirements and relevant legislation
  • be open and honest with us
  • provide complete, accurate, and timely information when we have a legitimate requirement for it
  • treat our staff and volunteers with respect.

Our service standards

You can expect to be provided with accurate advice and information, timely responses and transparent decisions.

If you are adopting an animal you can expect to undergo the adoption process in less than seven days. There may be longer waits when adopting puppies depending on the needs of the puppy in question.

If you need to surrender an animal to us we will do everything we can to make the surrender process smooth and as easy for you and your family as possible. We will endeavour to allow you to surrender your animal in no more than 28 days for the day of your request to surrender.

We will aim to satisfy all of your enquiries regarding your animal's health and its nutritional, social and behavioral needs on your first visit.

We will aim to carry in stock most goods, however when an item is out of stock we will reliably inform you about its availability.

In general, RSPCA ACT staff will seek to:

  • respond to correspondence within 10 working days of receipt
  • answer or return telephone calls promptly during normal office hours and identify the name of the person speaking and/or the area you have contacted. If we are unable to answer your query immediately, we will take your contact details to make sure you hear back from us within 48 hours
  • be efficient, effective and consistent in administering our responsibilities. This will be done in accordance with relevant legislation, Government policy and public accountability requirements.

Help us improve our service

We encourage you to let us know of any inappropriate or unethical behaviour, including the unauthorised release of information. Equally, we ask that you do not offer any RSPCA ACT staff member an inducement or expect preferential treatment.

We are committed to complying with the Complaints Handling standard (Standards Australia AS 4269-1995). If you are not satisfied with any aspect of our service you should tell the RSPCA ACT staff member that you are dealing with or ask to speak to their supervisor. If you believe that your complaint is not receiving appropriate attention, contact the Manager, Corporate Services

Whether you are satisfied with our performance or if we have not met your expectations, we value your feedback.

Monitoring and reviewing the Charter

To make sure this Charter stays relevant, up-to-date and reflects your expectations, we welcome and will respond to your feedback. We will also continue to monitor the application of the commitments made in this Charter.

If you have any questions about this Charter, follow the link below.

Contact us