Service Charter
RSPCA Tasmania is an autonomous, non governmentvcommunity organisation. We are governed by a Board that is elected each year by RSPCA members at an AGM. The Board acts according to our constitution and gives us our policy and strategic focus.
Staff and volunteers ultimately report to the CEO who is the main linkage point between the day to day operations of the society and the Board.
The main functions of the Society in Tasmania are:
- to investigate cases of alleged cruelty or neglect
- to operate animal shelters
- to care for wildlife
- to raise community awareness of animal welfare issues through an education program
- to work with Government towards ensuring adequate legislation is in place and
- to raise funds to support these functions.
While much of the Society’s work deals with companion animals within the urban area, it is also concerned about the treatment of animals used for production of meat, eggs and fibre; for sport and entertainment; for research and experimentation.
Our clients and stakeholders:
- people who bring animals to us, whether they are injured or are healthy animals being surrendered
- people who adopt animals from us
- people who purchase goods and services from us
- people and entities who support us by donating money, time, goods or services
- people and entities interested in animal welfare generally
- our members
Our Core Values
- Caring for Animals
- Integrity
- Mutual Respect
- Self Responsibility
- Unity
- Professionalism
- Sustainability
- Inner Drive
- Continuous Improvement
Our Service Values
When serving you we will:
- be professional
- not be judgemental
- show integrity
- demonstrate openness
- be fair
- show respect.
Your Rights and Responsibilities
You have the right to:
- fair and unbiased treatment
- privacy and confidentiality as prescribed by law
- obtain information under provisions of the Freedom of Information Act 1982
- where practical, access services, facilities and information in a manner that meets your needs, regardless of location, disability, language or cultural background
- lodge a complaint and have it dealt with in a timely manner
- seek review of our decisions according to relevant guidelines and legislation.
In return, we ask you to:
- comply with RSPCA Tasmania requirements and relevant legislation
- be open and honest with us
- provide complete, accurate, and timely information when we have a legitimate requirement for it
- treat our staff and volunteers with respect.
Our Service Standards
You can expect to be provided with accurate advice and information, timely responses and transparent decisions.
If you are adopting an animal you can expect to undergo the adoption process in less than seven days. There may be longer waits when adopting puppies depending on the needs of the puppy in question.
If you need to surrender an animal to us we will do everything we can to make the surrender process as smooth and easy for you and your family as possible.
We will aim to satisfy all of your enquiries regarding your animal’s health and its nutritional, social and behavioural needs on your first visit.
We will carry a range of stock items, however when an item is out of stock we will reliably inform you about its availability.
In general, RSPCA Tasmania staff will seek to:
- respond to correspondence within 10 working days of receipt
- answer or return telephone calls promptly during normal office hours and identify the name of the person speaking and/or the area you have contacted. If we are unable to answer your query immediately, we will take your contact details to make sure you hear back from us within 48 hours
- be efficient, effective and consistent in administering our responsibilities. This will be done in accordance with relevant legislation, Government policy and public accountability requirements.