Our customer service charter and service standards

Our commitment to quality

In addition to the Department of Industry and Sciences and Resources customer service charter, the National Measurement Institute has its own customer service standards.

It is NMI policy to promote excellence in measurement and related services. We:

• deliver high quality scientific and customer services
• consistently strive to improve the service quality.

Our quality policy outlines our quality management principles.

Our service standards

Laboratory services

We will complete laboratory work in a timely fashion, providing all relevant instruments, artefacts, samples and documentation are submitted by the pre-arranged ‘book in’ date.

Where it is not possible for us to complete work within an agreed time frame, we will inform you of the progress.

Application response time

You may need to submit an application to NMI for licences, appointments or pattern certificates. This application may be to grant a new one, or to renew or amend an existing one.

We’ll aim to provide a response within a stated period, applicable to the request. This response will either be a decision to your request, or else the reasons to a delay.

• For servicing and public weighbridge licences you can expect a response within 28 days.
• For legal metrology authority appointments you can expect a response within 90 days.
• For utility meter verifier appointments you can expect a response within 90 days.
• For pattern approval certificates, we will perform tests, evaluate test results and process applications for issuing of pattern approval certificates within 90 days. However, we use a ‘stop the clock’ system to account for any extra requests for required information and documentation.

Service complaints and feedback

Contact us to give feedback or complain by:

• phone
• email
• post.

NMI is open on normal business days from 9:00 am to 5:00 pm, except public holidays and the period between Christmas Day and New Year’s Day. When there is a time difference or public holiday, we will answer any voice mail messages within the next working day.

People with a hearing or speech impairment

Contact NMI through the National Relay Service if you:

• are deaf
• have a hearing or speech impairment.

Quote the NMI number you wish to call. For more information, visit AccessHub.

Interpreter support

Phone the Translating and Interpreting Service (TIS) if you need an interpreter to help you to contact NMI from within Australia.

• 13 14 50 (for the cost of a local call)

 TIS is available during normal NMI business hours.

How we respond to complaints

We will handle your complaint in a professional and confidential manner. Making a complaint will not affect your relationship with us. Our Privacy policy explains how we treat information received from you.

When we receive your complaint we:

• acknowledge receipt of the complaint within 5 business days
• forward it to the relevant area to investigate and keep you informed
• give an outcome within 20 days where possible.

At the end of the process, you will receive the decision in writing.

If you are not happy with the outcome of your complaint, you can:

• contact the Commonwealth Ombudsman
• write to our ministers or your local member of Parliament.

Complaints and enquiries about Australia’s measurement laws

To make a complaint or enquiry call or email:

• 1300 686 664
• infotm@measurement.gov.au.

• We will acknowledge your complaint or enquiry within 5 business days.
• We aim to resolve enquiries within 3 weeks.
• The complaint response time will vary depending upon our risk assessment process.  

NMI investigates all complaints that meet the following criteria. The complaint must:

• be an expression of dissatisfaction or concern that falls within the scope of Australia’s measurement laws
• be a direct statement against another party
• include enough information to enable investigation.

The purpose of the NMI investigating a complaint is to check if the criminal provisions of Australia’s measurement laws have been breached. If necessary, NMI will take action in accordance with our compliance policy. 

We cannot:

• offer advice on how to obtain compensation/refunds if a product or service does not meet expectations
• give details of the outcome of an investigation or any information we hold about a business.