TGA customer service standards

6 May 2015

The Therapeutic Goods Administration is part of the Australian Government Department of Health. The TGA's overall purpose is to protect public health and safety by regulating therapeutic goods that are supplied either imported or manufactured, or exported from Australia.

Therapeutic goods include medicines, medical devices and human blood, blood products and tissues.

At the same time the TGA aims to ensure that the Australian community has access, within a reasonable timeframe, to new therapeutic goods.

At the TGA

We comply with the Australian Public Service Values and Code of Conduct in all aspects of our business and value. This customer service charter sets out our commitment to the standards of service you can expect in your dealings with us.

We will:

  • be helpful and treat you with courtesy
  • acknowledge your letters and emails within 5 working days and ensure that our responses to you are timely, relevant and easy to understand
  • where a full response cannot be provided within 5 working days, we will advise you when a response can be expected and keep you informed on progress if the issue is complex
  • provide a courteous, efficient telephone service
  • aim to respond to voice mail messages within two working days
  • identify ourselves to you on the telephone and in our letters and emails we will include contact details
  • provide you with background and reasons for adverse decisions
  • provide information and guidelines in plain language
  • respect your right to privacy and confidentiality

Your role

You can assist us by providing information required under the therapeutic goods legislation in a timely and accurate manner.

Where the TGA has exceeded or not met expected standards according to the:

You can provide feedback, to assist us in our commitment to improving our service, to:

First Assistant Secretary
Regulatory Support Division
Therapeutic Goods Administration
PO Box 100
WODEN ACT 2606

or contact the Customer Feedback/Complaints Service:

  • Telephone: 1800 020 653
  • Email: info@tga.gov.au
  • Users who are deaf or have a hearing or speech impairment can call through the National Relay Service:
    • TTY or computer with modem users phone 1800 555 677 then ask for 1800 020 653
    • Speak and listen (speech to speech relay) users phone 1800 555 727 then ask for 1800 020 653

The TGA's process for handling this type of feedback

Flowchart describing the TGA's process for handing feedback

Flow diagram representing the TGA's process for handing this type of feedback

Text version of flowchart

This text representation of this flowchart is provided as a list with numbered steps.

  1. Where the TGA has exceeded or not met expected standards according to the:
    • Australian Public Service (APS) Values, Employment Principles and Code of Conduct; and/or
    • the TGA Customer Service Standards, feedback can be provided via email, phone or letter
  2. Feedback will either be answered or acknowledged within 5 working days
  3. Where feedback requires further investigation by the TGA, the acknowledgement will provide notification of this and associated timeframes for response
  4. A response will be provided by the TGA, within the notified timeframe, advising the outcome of the investigation, including any action that has been taken
  5. End flowchart