IP Australia has implemented a quality framework that takes a principles-based approach to quality to recognise the skills, capability and judgement of its staff.
In a statement, IP Australia said that under the framework it assessed products against a set of customer-focused objectives and standards which were developed after consultation with various IP stakeholders.
“We are also sampling a higher proportion of products that are of greater importance or are of higher impact for customers,” the Agency said.
“This includes products where IP Australia is the office of first search and examination and cases which are ready for acceptance.”
It said the framework consisted of a new Customer Service Charter outlining IP Australia’s commitment to quality measured through customer feedback in its annual Customer Satisfaction Survey.
“The continual improvement of our quality management system further supports IP Australia being recognised as a world-leading office for quality, ensuring Australians benefit from great ideas,” it said.
The Charter contained a number of high-level service commitments.
“One, Doing Business With Us, captures overall satisfaction with our business and information services,” the Agency said.
“Another, Quality, refers to the standard of our substantive search and examination products, while Timeliness outlines response times across the four IP Rights.”
IP Australia said it would report on its performance against the Customer Service Charter on an annual basis.
