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Customer service charter

Learn about the National Measurement Institute's customer service standards, our terms and conditions and how to give feedback.

The National Measurement Institute (NMI) upholds the commitments and customer service standards outlined in our department’s customer service charter.

We also have commitments and standards that are specific to NMI.

Our commitment to quality

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 when 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.

Servicing and public weighbridge licences

We will give a decision or reasons for a delay within 28 days for applications to:

  • grant
  • renew
  • amend

a servicing or public weighbridge licence.

Legal metrology authority appointments

We will give a decision or reasons for a delay within 90 days for applications to:

  • grant
  • renew
  • amend

a legal metrology authority appointment.

Utility meter verifiers

We will give a decision or reasons for a delay within 90 days for applications to:

  • grant
  • renew
  • amend

an appointment as a utility meter verifier.

Pattern approval certificates

We will perform tests, evaluate test results and process applications for issuing of pattern approval certificates within 90 days. We use a ‘stop the clock’ system to account for requests for required information and documentation.

Service terms and conditions

NMI has specific terms and conditions associated with these services:

Trade measurement calibration services.

Terms and conditions for the Measurement Standards Unit calibration services

Chemical and biological analysis testing services

Terms and conditions for chemical and biological analysis testing

Supply of reference materials

Terms and conditions for the supply of reference materials

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:

Complaints and enquiries about Australia’s measurement laws

To make a complaint or enquiry call or email:

  • 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.

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