All ACNC staff must comply with the Australian Public Service (APS) Values and Code of Conduct. The APS Values and Code of Conduct include requirements for ACNC staff to act impartially, behave with integrity and honesty, and act with due care and diligence in the course of their employment.
Our staff must comply with the ACNC's values. They guide the way we work, the way we make decisions and how we interact with each other and the wider community.
We are committed to providing you with prompt, professional and quality services at all times. This includes:
- treating you with respect and courtesy in our dealings with you
- making consistent decisions, and advising you of our decisions in a timely manner
- providing you with accurate information that is accessible and easy to understand
- being openly accountable for our actions, and monitoring and improving our performance in the services we provide you.
If you give us information, we will collect, store and use that information in accordance with the law. We will respect your rights to privacy and confidentiality.
We often deal with complex laws and situations and we aim to communicate these to you in plain language. We will share our decisions about new matters, and the reasons for our decisions, to build your knowledge.
We will take all reasonable steps to ensure your matter is resolved within the timeframes set out in our service standards. If we are unable to deal with your application or query within our target timeframe, we will:
- provide an interim response to inform you of our progress
- review the progress of your matter and prioritise its resolution as quickly as possible
- where necessary, escalate your matter for consideration and decision by the appropriate decision-making body within the ACNC.
Key performance indicators 2024-25
Priority 1: The Charity Register
| Key Performance Indicator | Target |
|---|---|
| 1.1 Percentage of time that the Charity Register is available (excluding scheduled maintenance) | 95% |
| 1.2 Percentage of new eligible charities registered within 15 business days of ACNC receiving all information necessary to make a decision | 90% |
| 1.3 Percentage of 2024 Annual Information Statements submitted by the due date | 75% |
| 1.4 Percentage of investigations finalised within 90 business days of ACNC receiving all information necessary to make a decision | 75% |
| 1.5 When a charity is notified of an investigation, the percentage of investigations that result in a regulatory action | 90% |
| 1.6 Percentage of DGR endorsed charities reviewed to confirm eligibility of subtype and registration | 2% |
1.7
| 80% |
1.8
| 90% |
Priority 2: Supporting charities and building capability
| Key Performance Indicator | Target |
|---|---|
| 2.1 Percentage of calls answered within four minutes and percentage of written correspondence responded to within seven business days of receiving all information necessary to respond | 80% |
| 2.2 Percentage of users that find our guidance useful | 80% |
| 2.3 Percentage of charity recipients that open The Charitable Purpose newsletter | 44%* |
| 2.4 Percentage of respondents satisfied with the service provided during the registration application process | 90% |
| 2.5 Percentage of respondents that find questions in the Annual Information Statement easy to understand | 90% |
*Target based on open rates in 2022-23. Government average is 41% at the time of publication (https://mailchimp.com/resources/email-marketing-benchmarks/).
Priority 3: Using our data to maximum effect
| Key Performance Indicator | Target |
|---|---|
| 3.1 Percentage of datasets delivered to other regulators (as part of data sharing arrangements) on-time | 97% |
| 3.2 Views of the ACNC data hub | 6,200 |
| 3.3 Percentage of datasets on data.gov.au updated weekly | 90% |
Other Key Performance Indicators
| Key Performance Indicator | Target |
|---|---|
| 4.1 Acknowledging a complaint about the ACNC within 3 business days and responding within 20 business days. | 95% |
| 4.2 Responding to Privacy Act requests within 30 calendar days. | 100% |
How we will measure our performance
| Result | Description |
|---|---|
| Met | Target met or exceeded |
| Partially met | 80% or more of the target was achieved |
| Not met | Less than 80% of the target was achieved |