Customer Service

Code of Conduct

The Commission expects all of its employees, including casual staff, to act ethically, honestly, impartially, courteously and with due care in the performance of their duties. All staff, including polling officials. need to act in accordance with the Commission’s Code of Conduct.

Code of Conduct brochure (PDF, 1.69 MB)

Our purpose

To provide all Western Australians with accessible, efficient and high quality electoral and enrolment services.

Our values

Independence – How we are perceived by others

We act at all times with integrity, independence, impartiality and transparency.

Professionalism – How we go about our work

We work to the highest standards by being ethical, accurate, reliable and efficient. 

Respect – How we treat others and expect to be treated

We focus on being courteous, honest and fair in all our dealings.

Customer focused – How we deliver our services

We strive to understand our customers’ needs, honour our commitments and to build effective relationships.

Continuous Improvement – How we move forward and work better

We continually review our systems and practices and seek to remain progressive and innovative.

Collaboration – How we work together and with others

We build a positive work environment and successful relationships through teamwork and cooperation.

Our objectives

The Commission’s principal aim is to facilitate the active participation of all eligible Western Australians in the various elections and polls we manage.

It is the responsibility of the Commission to ensure elections are conducted in a timely manner with independence, impartiality, reliability and professionalism. We must also ensure compliance with the Electoral Act 1907, Referendums Act 1983, Industrial Relations Act 1979 and the Local Government Act 1995, together with rules and regulations of individual organisations.

The Commission has established a reputation for excellence and professionalism in electoral administration. To maintain this position it is essential that the Commission continues to provide a fair, responsive and quality service at all times.

This Code reinforces the principles that help preserve our reputation and therefore applies to all staff and contractors working for the Commission.

Code of Ethics

All public sector employees in Western Australia need to comply with the Public Sector Commissioner’s Instruction – Code of Ethics.

The Code of Ethics is a foundation from which public sector agencies can base their own Code of Conduct. The key principles are Personal Integrity, Relationships with Others and Accountability. These principles provide a guide as to how public sector bodies and employees should address ethical issues which may arise in their everyday work. It has been designed for the purpose of promoting and building a modern public sector which the public has trust and confidence in.

Code of Conduct

The Commission’s Code of Conduct and associated Guidelines support the principles of the Code of Ethics:

  • We will comply with this Code of Conduct and associated Guidelines, all relevant legislation and follow Commission policies, directions and mandatory procedures.
  • We will respect the practices and procedures of workplaces visited during the course of our work.
  • We will act honestly, impartially, fairly and exercise due care and diligence in the performance of our duties.
  • We will maintain the security of electoral documents and ballot papers and carefully manage their transportation and storage.
  •  In order to preserve the integrity and impartiality of the Commission, we will formally declare our political neutrality.
  • Confidentiality of information must at all times be respected. We will exercise due sensitivity in the use of such information, taking into account the nature of the material and the purpose for which it was collected, and will use the material only in connection with our duties as employees of the Commission.
  • We will avoid situations where our personal interests are in conflict with those of the Commission. By openly declaring any interests and ensuring actions are impartial in deed and appearance, perceptions of compromise can be minimised.
  • Acceptance of gifts, favours or hospitality could be seen as an inducement and, other than minor tokens of appreciation, will typically be politely refused.
  • We will not discriminate on the basis of disability, age, race, gender, family status and responsibility, sexuality, religion or political belief.
  • We will respect the rights of the individual and will treat each other courteously. Harassment of any kind will not be accepted.
  • We will exercise courtesy, consideration and professionalism when providing services to our customers or dealing with stakeholders.

Our Key Services

The Commission is responsible for the provision of services to its customers in the following areas:

  • maintaining the State Electoral Roll
  • conducting State Parliamentary elections and referenda, local government elections and other statutory and non-statutory elections
  • promoting community awareness of the electoral process.

Customer Service Standards

The Commission, as a public funded agency, will provide high quality services in response to the needs of the community:

Commission staff will:

  • treat all customers with courtesy, respect and in a just and fair manner
  • maintain the highest ethical standards of honesty and fairness
  • provide customers with accurate, timely and impartial information and electoral advice
  • ensure confidentiality of any personal information in dealings with customers
  • ensure that customers with special needs are not disadvantaged in accessing Commission services and facilities
  • identify themselves and provide the easiest means by which they can be contacted again
  • answer telephone calls quickly and will aim to transfer a caller no more than once to have a query answered
  • return telephone messages within one working day
  • promptly acknowledge and assist people attending the Commission's public counter
  • develop and make available helpful strategic planning documents and brochures for customers wishing to access Commission services.