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Vision
To have a positive and effective impact on all aspects of waterway management with an emphasis on promoting a safety culture throughout the community.
Purpose
To maintain a safe and clean marine environment through leadership and by working in partnership with the boating community, marine industry and other stakeholders, and to contribute to the establishment and improvement of waterway infrastructure.
Values
Marine Safety Victoria is committed to the following core set of values adopted by the Department of Infrastructure:
- Teamwork
- Diversity
- Integrity
- Commitment and
- Innovation
This commitment is reinforced through the collaborative approach adopted by MSV’s senior management group and the engagement of all staff to harness the inherent skills, expertise, knowledge and experiences of a diverse group to facilitate the effective delivery of MSV’s work program.
Your contributions are welcome
We are constantly looking for ways to improve our standard of services and the way in which they are delivered – to better satisfy the expectations of our clients.
- We welcome suggestions on services and how they might be better delivered. Please write to, visit, or telephone us with your ideas.
- Marine Safety Victoria liaises closely with a number of peak organisations representing boating and fishing clubs, search and rescue groups, and ship owners. You may prefer to convey your ideas through such bodies.
- We will continue to consult, on a regular basis, with representatives of relevant industry sectors in framing regulatory and service standards.
- We will conduct client satisfaction surveys on a regular basis and use the results to monitor our performance in service delivery and to develop new client service initiatives.
When developing policy advice, we will:
- Consult widely.
- Provide reasonable time frames for you to respond to proposals.
- Explain the process carefully.
- Ensure that our contribution to policies is balanced and relevant to the Government’s broader economic and social objectives.
When policy decisions are made, we will:
- Provide information to customers about decisions that affect them.
- Consult customers during implementation of decisions.
When administering programs, we will:
- Provide clear and accurate advice and information.
- Be fair and unbiased.
- Provide an explanation of our decisions.
- Seek feedback on the quality of our service.
Customer contact standards
If you write to us we will endeavour to respond within 10 working days. We may not be able to respond fully if your enquiry is complex or requires an amount of research. Should this be the case, we will acknowledge receipt of your correspondence and provide an estimate of the timing of a full response to you.
We welcome you to our office where we will endeavour to provide a full response to your query. Please telephone for an appointment so we can assign the person best able to assist you. If your inquiry is complex or of a technical nature, we may need to research the matter and send you a written response. If we are unable to help you because the information or service you require is provided by a different organisation, we will assist you to make an appropriate contact.
If you telephone us we will respond in a pleasant and helpful manner. An immediate response will be provided whenever possible. Alternatively, if your enquiry cannot be satisfied immediately, the appropriate officer will call you back at the first opportunity.
If you are not satisfied
Please tell us if you are unhappy with the way you have been treated or the service you have received. Contact Us and request to speak with the Manager of Corporate Services.
What you can expect
- To be listened to and treated as an individual with respect and courtesy;
- Timely consultation with industry on decisions which might affect you;
- Accurate information about functions, services, charges and relevant standards;
- Prompt responses to your enquiries and requests;
- Fair and equitable treatment with no discrimination against any group or individual;
- Protection of your personal information collected by, or on behalf of Marine Safety Victoria;
- Every endeavour to provide efficient and effective services.
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