This Customer Care Charter is our service commitment to you. It tells you what we do, what you can expect from us, how we will respond to your requests, our commitment to privacy, and how you can give us feedback.
If you have any comments about this Charter please email us at [email protected].
Rob Heferen CEO, AIHW
The AIHW is an independent federal government agency with more than 30 years of experience working with health and welfare data.
We produce authoritative and accessible information and statistics to inform and support better policy and service delivery decisions, leading to better health and wellbeing for all Australians.
We publicly release over 200+ reports and data analyses annually covering over 75 health and welfare topics. These are widely used by government, researchers, policymakers and the community.
The AIHW is recognised both nationally and internationally for our statistical expertise and proven track record in providing high quality, independent evidence.
The AIHW manages data with respect for its sensitivity, and with privacy and confidentiality assured through legislation, accountability practices and procedures. In line with strict privacy and security controls, data and records are combined with others (aggregated) in reports to protect privacy.
Stronger evidence, better decisions, improved health and welfare.
In pursuing our vision, we draw on our independence and our expertise in health and welfare to strive for excellence in all we do. We also uphold the Australian Public Service values:
As an information agency, the AIHW must ensure it has strong practices and processes in place to manage data, in order to keep the trust of data providers, data users and the public.
We manage data with respect for its sensitivity, and with privacy and confidentiality assured through legislation, accountability practices and procedures. You can find more information about our Privacy guidelines on our website at the Privacy page.
The AIHW Ethics Committee exists to ensure data about people is handled with respect and in line with best practice. the committee has 11 members representing a broad cross section of the community, including professionals experienced in providing care, researchers, and people representing the general community.
It operates in line with best practice guidelines for Human Research Ethics Committees authored by an external agency known as the National Health and Medical Research Council.
More information about the committee is available at the AIHW Ethics Committee page.
For general information requests:
For use of or access to data holdings:
We value your opinion and want to hear about the things you like about the AIHW and its products, and if you have any suggestions about how and where we could improve our service to you.
You don’t have to tell us your name if you don’t want to—your privacy will always be respected.
If you don’t mind giving us your name and contact details, then we can keep you informed about what we’ve done in response to your suggestions or comments.
Email: to enquire or comment on AIHW products and services email [email protected]
Telephone: (02) 6244 1000 International callers, please use +61 2 6244 1000
Facsimile: (02) 6244 1299
Strategic Communications Manager
Strategic Communications & Stakeholder Engagement Unit
AIHW GPO Box 570, Canberra ACT 2601 Australia
Visit in person: 1 Thynne Street, Fern Hill Park, Bruce ACT 2617 Australia
The AIHW is bound by the Australian Public Service Code of Conduct and The Multicultural Access and Equity Policy.
If you think we haven't provided you with an adequate service or if you think your complaint was not handled satisfactorily you can contact the Commonwealth Ombudsman on 1300 362 072.
We'd love to know any feedback that you have about the AIHW website, its contents or reports.
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