Claim record · CLAIM-DOJ-001
Customer-service response commitment
Assessment: Significant Information Gap
The claim
“We will send you a final response within 20 working days. If we can’t answer your query during this time, we will let you know when you can expect a final response.”
- Claimant
- Department of Justice, Home Affairs and Migration
- Timeframe
- Claimed to be in effect
- Published / reviewed
- 8 October 2026
Assessment and evidence
The Customer Charter gives this commitment for letters and emails. Receipt Brief did not identify published performance statistics that would establish compliance. The Charter does not expressly state whether the Customer Service Portal is covered; it is included in the report because customers are directed to it.
Receipt Brief’s editor retained records of six portal queries and three complaints from 1 May to 8 October 2026. This is a small, non-representative case sample and is not treated as evidence of all users’ experiences. The report describes five queries closed without a response or answer, one closed after a partial response, and three complaints with no contact for more than 40 calendar days.
The status would require published, method-specific performance data: volumes received, final responses within 20 working days, notices of expected response dates, and queries closed without a full response.
Sources
- Department of Justice Customer Charter 2025–2028 — primary source for the quoted commitment.
- Receipt Brief editor dataset, 1 May–8 October 2026 — supporting records retained by Receipt Brief; not publicly published because they contain personal correspondence.