Australia biosecurity: Zero-tolerance for aggressive behavior

The Department of Agriculture, Forestry, and Fisheries (DAFF) issued a notice from the Biosecurity Operations Division (BOD) outlining the expected behavior for anyone importing goods into Australia.

The notice was issued on 5 August 2024.

Affected Parties:

This notice applies to all individuals and entities involved in importing goods into Australia, including those managing import operations onshore.

Changes Highlighted:

The notice clarifies the expected standards of behavior when interacting with the Biosecurity Operations Division (BOD). This applies to all forms of communication, including in-person meetings, phone calls, emails, texts, and interactions through the Cargo Online Lodgement System (COLS).

Key Points:

Zero-Tolerance Policy:

The department enforces a strict zero-tolerance policy towards any form of aggressive, threatening, or inappropriate behavior directed at its staff. This includes:

In-Person Interactions: Face-to-face encounters with staff members.
Communication Methods: Phone calls, emails, text messages, and online submissions via COLS.

Expected Behavior:

Courteousness: All interactions with department staff must be polite and respectful.
Professionalism: Communication should be conducted in a professional manner, adhering to the department’s standards.
Respectfulness: Abusive or intimidating behavior is unacceptable. The department reserves the right to end any communication that does not meet these standards.

Service Standards:

Clients should be familiar with and adhere to the department's Service Standards, which outline the expected level of service and conduct. Details can be found on the department’s website.

Health and Safety Commitment:

The department is committed to ensuring the psychosocial and physical health and safety of its staff, visitors, and collaborators. Maintaining a respectful interaction environment supports this commitment.

Additional Information:

Import conditions may change without notice. Clients are encouraged to stay informed by checking the department’s webpage or subscribing to their mailing list for updates.

Contact Information:

For further details or to address inquiries, clients can:
- Call: 1800 900 090
- Use COLS: Lodge inquiries via the Cargo Online Lodgement System.
- Online Contact: Visit the department’s contact page or report biosecurity concerns through their reporting system.