AEC Service Charter
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This Service Charter explains:
How we developed this Charter
Since the 2001 federal election, the AEC has been listening to a wide range of electors and others involved in the democratic process.
Based on what we have heard, we have a better understanding of which services are more important and how we might improve the quality of these services to electors.
What we do
The AEC is a Commonwealth agency. We provide a range of electoral services to the people of Australia, as set out in the Commonwealth Electoral Act 1918 and other relevant legislation. Our services include:
- preparing for, conducting and reviewing federal elections
- managing the electoral roll
- educating and informing the community
- providing research, advice and assistance on electoral matters
- administering the election funding scheme and financial disclosure requirements
- supporting electoral redistributions
Our commitment to you
The AEC’s purpose is to help you have your say in who will represent you in the Parliament of Australia.
The AEC is committed to providing you with impartial and accessible electoral services. We aim to do so by providing:
An effective electoral roll
An accurate and up-to-date electoral roll ensures your voter entitlement. It is also the basis for planning of electoral events and electoral redistributions.
An impartial and independent electoral system
We are committed to ensuring that you have access to, and advice on, impartial and independent services from us.
An informed community
We will provide you with timely and accurate information on electoral matters. Wherever possible, we will provide this information in a language or format suitable to you.
How we will serve you
We aim to provide quality services. Following are the AEC values, together with examples of how we put each value into practice in our work.
We value: Service
We aim to provide you with:
- convenient and accessible polling places
- assistance when required, for example on election day
- privacy at the polling booth when you are voting
- postal and pre-poll voting options, if you cannot easily access a polling place
- enrolment and other forms that are easy for you to use
- clear, accurate and timely advice
We value: Impartiality
We will:
- provide even handed and impartial service
- not be, or be perceived to be, active in political affairs
We value: Transparency
We will:
- provide for proper scrutiny of electoral events
- make the electoral roll, Register of Political Parties and Financial Disclosure documents available for public inspection
- explain the things you need to know and what you need to do
- provide information on the cost of electoral services to the community, by reporting regularly and accurately on this to Parliament
We value: Respect for the law
We will:
- comply with all relevant laws, such as electoral, freedom of information and privacy laws
- give you the information you need to comply with your responsibilities, by providing brochures, online information on the AEC website and education programs for schools and other community groups
- monitor compliance with electoral laws and take necessary steps to uphold the law
We value: Mutual respect
We will:
- be helpful, polite and respectful
- listen carefully to you when you come to us with a problem or for advice
- refer you to where you can get assistance, if your question does not relate to an electoral issue
- if we make a mistake, fix the problem as soon as possible
We value: Integrity
We will:
- keep the electoral roll as accurate and complete as possible
- declare accurate election results within agreed timeframes
- keep the Register of Political Parties accurate and up-to-date
- provide accurate and up-to-date information and advice
How you can help us
You can help us by:
- providing us with accurate, relevant and timely information
- being open and honest when communicating with us
- treating our staff with courtesy and respect
- complying with what is required of you by law
- providing us with feedback on our services
- contacting us if we have made a mistake
If you are 18 or over and an Australian citizen, please ensure your name is on the electoral roll.
If you are already on the electoral roll, let us know when your circumstances change, for example if you move or change your name, so we can update the roll with your new details.
How to contact us
Before we prepared this Charter, we surveyed AEC customers and they told us which services they rated as most important and how we might improve the quality of our services to you.
If you have suggestions for improving our services, or this Charter, please contact us.
For the cost of a local call, you can phone the AEC on 13 23 26. Or email the AEC at info@aec.gov.au
