In a life threatening emergency dial Triple Zero (000)

In a life threatening emergency dial Triple Zero (000)
ACT Public Hospitals

Canberra Hospital

5124 0000

Calvary Hospital

6201 6111

Mental Health

Call Mental Health Triage on

1800 629 354

(free call except from mobiles or public phones) or

6205 1065

Poisons Hotline

For a poison emergency in Australia call


Drug and Alcohol Help Line

The Drug and Alcohol Help Line is available 24-hours, 7 days a week on

5124 9977

Health Protection Service

For after hours urgent public health matters including environmental health, radiation safety, food poisoning and communicable disease management phone:

(02) 6205 1700


24 hour health advice

1800 022 222

ACT State Emergency Service

Emergency help
during flood or storms

132 500

Client Service Standards

Client Service Standards [Word 43KB] [PDF 91KB]
Satisfaction Survey Summary - 2017 [PDF]

The Community Services Directorate is an ACT Government Agency with a strong focus on service delivery and improving the services that we provide. The Directorate is responsible for delivering a wide range of human services to the Canberra community including:

  • Public and Community Housing Services
  • Child, Youth and Protection Services
  • Child Development Services
  • Child and Family Centres
  • ACT Government Concessions Program
  • Community Disaster Recovery
  • Inclusion and Participation (Multicultural Affairs, Women, Veterans, Seniors and Youth Engagement)
  • Aboriginal and Torres Strait Islander Affairs

Client Services Standards

The Client Service Standards describes how clients can expect to be treated by staff of the Directorate, and sets out what is expected of clients, in order to achieve the best possible outcomes.

The Client Service Standards also allows us to broadly identify our obligations to staff, and our expectations of you, under the Work Health and Safety Act 2011.

You Can Expect Us:-

  • Assist you in a respectful and helpful manner, as quickly as possible
  • Use clear and plain language
  • Identify ourselves when we answer a phone call or meet with you
  • Respond to your telephone message or email as soon as possible
  • Listen to you and take your views into account
  • Keep appointments or contact you if there is a delay or change
  • Keep your information confidential and private
  • Provide you with necessary and relevant information
  • Explain decisions made, in a timely manner
  • Review decisions at your request, where applicable
  • Provide you with a record of formal meetings or conferences held
  • Provide you with agreed outcomes and responsibilities
  • Disclose conflicts of interest
  • Respect cultural and religious diversity
  • Respond to your cultural and language needs
  • Make certain that people with disabilities can access our services
  • Honour our commitment to reconciliation - please see our Reconciliation Action Plan on our website

What We Ask of You

  • Be aware that staff are undertaking their work duties to try and achieve the best outcomes for people we work with and for
  • Speak with our staff politely and with respect whenever, and wherever you have discussions with them
  • Let us know if you are unable attend an appointment
  • Provide us with accurate and up-to-date information when requested
  • Tell us when your circumstances change in a timely manner
  • Suggest how we can improve our customer service and/or the services we provide
  • Let us know if you have special needs or need extra help in understanding or accessing our services
  • Let us know if you need an interpreter to use our services

Our Commitment

The Directorate strives to deliver high quality, coordinated services across the ACT community by engaging and involving our clients, building community partnerships, contributing to good governance and performing as a best practice organisation.

The Directorate is also committed to making its information, services, events and venues accessible to as many people as possible.

What we are committed to:

  • Providing clients with a high standard of service
  • Working consistently within appropriate legislation and/or policy and procedural guidelines
  • Providing or linking you with services that may help you
  • Responding to the feedback you give us
  • Acknowledging and endeavouring to improve client services and service delivery
  • Providing ongoing training to staff
  • Monitoring and reviewing our customer service standards regularly

Improving Our Service

By listening to clients we can improve our services. We want to hear your views and experiences both positive and negative. You can find our compliments and complaints processes on our website.


If you have a complaint concerning the quality of customer service received or about a decision that we have made you can speak with the service provider directly to discuss your concerns.

Alternatively you can also contact us via: