Indigenous Land Corporation gpo box 652 Adelaide sa 5001

Client Services and Complaints Handling system

The Complaints Handling System encompasses internal processes, structure and timeframes within which the ILC must respond to complaints. Both the Service Charter and Complaints Handling Procedure encourage resolution of complaints at the local office level, but provide for the referral of complaints to the Director of Policy and Programme Development where necessary. In 2013–14, the ILC received no external complaints.

Information for stakeholders

The ILC distributed information regarding its policies and programmes including:

• Messages from the Chairperson on the ILC website;

• Advertisements in the Koori Mail, National Indigenous Times, National Indigenous Radio Service and National Indigenous Television 
Service network broadcasters;

• Print campaign with posters, brochures and letters sent to regional bodies, applicant groups, Indigenous Coordination Centres and Indigenous Land Councils;

• Information packs sent to partner agencies, organisations and native title representative bodies; and

• Programme handbooks and policy documents published on the ILC website.

The ILC’s website (www.ilc.gov.au) provides strategic and corporate information about the ILC, its activities, programmes and projects – programme documentation, handbooks, application forms and contact details for ILC offices. The range of resources and information available in 2013–14 included:

• National Indigenous Land Strategy – 2013–17

• Regional Indigenous Land Strategies (for each state and territory)

• Portfolio Budget Statement

• Call for Applications – Small Land Management project assistance

• Socioeconomic Development, Terms of Reference – Business Plan

• Land Acquisition (Cultural and Environmental Heritage Protection) Handbook

• Land Acquisition (Cultural and Environmental Heritage Protection) Application Form

• Call for Applications (Property-based Projects) Application Form

• Call for Applications (Training and Planning) Application Form

• Land Management, Terms of Reference – Property Plan

• Land Management, Terms of Reference – Business Plan

• Land Acquisition Activity Map

• Standard Deed of Grant template

• ILC Service Charter

• Annual Reports

The following ILC subsidiaries and ILC-operated businesses and projects have websites which support their operations and provide information applicable to their stakeholders.

• National Centre of Indigenous Excellence, NSW – www.ncie.org.au

• Home Valley Station – www.hvstation.com.au

• Mossman Gorge Centre, QLD – www.mossmangorge.com.au

• Voyages Indigenous Tourism Australia – www.voyages.com.au

• Murrayfield Station, TAS – www.murrayfield.com.au

• Merriman Shearing School, NSW – www.merrimanshearingschool.com.au

• T2E – www.t2e.org.au

• Mutijulu Foundation