Introduction

We want everyone to have the opportunity to contribute to improving our services, regardless of which services they access, when they access them, and the way in which they access them.

 DCJ administers laws that create a significant power imbalance between us and the people we serve, especially people and families moving through our statutory services. The coercive nature of many of our statutory powers and functions mean that we are often interacting with people involuntarily, where they may have no other choice, and often at a time of crisis.

The customer service lens is a powerful tool to better understand our services from the perspective of the people, families and communities we serve and to generate innovative ideas for service improvement. Using the customer voice, assessing the customer journey and being customer-informed when designing and delivering our services, will help us to build and uphold trust with the people we serve.

A customer-informed service approach will support the delivery of accessible services based on respect, dignity and empathy, and will hold us accountable to the people whose lives are impacted by our decisions.