Corporate and operational planning

FWBC's corporate and operational planning framework reflects the Enhanced Commonwealth Performance Framework, with the publicly published Portfolio Budget Statements, Corporate Plan and annual performance statements, supported by the internal Business Plan.

The FWBC Corporate Plan 2015–16 (the Corporate Plan) was published on the FWBC website on 31 August 2015. The Corporate Plan was prepared in accordance with section 35(1) (b) of the Public Governance, Performance and Accountability Act 2013 (PGPA Act). It expands on the information in Portfolio Budget Statements and covers the financial years 2015–16 to 2018–19.

In line with the requirements under the PGPA Act, the Corporate Plan is the principal planning document of FWBC. FWBC will report against the Corporate Plan in the annual performance statements, which are published each year in the Annual Report.

The agency's Business Plan is an internal living document that is updated to reflect changes in the agency's operating environment and the consequent evolution of business priorities. The Business Plan is structured around FWBC's goals and sets out the key activities, targets, timeframes and individuals responsible.

Service charter

FWBC is held accountable through parliament, the courts, tribunals and the Commonwealth Ombudsman.

The FWBC Service Charter sets out the standards of service to which the organisation is committed. It explains FWBC's role, the standard of service the public can expect, and what steps may be taken if these standards are not met.

The Service Charter outlines the procedure for contact, communication, feedback and complaint. The FWBC Service Charter is available on the FWBC website.