- Addressing the cost of living
- Quality Improvement Program
- Australian Service Excellence Standards (ASES)
- Concessions and Support Services
- Exceptional Needs Unit
- Grants for organisations
- Interpreting and Translating Centre
- Local Partnerships
- Metropolitan Aboriginal Youth and Family Services
- Results-Based Accountability
- STARservice Development Program
- Community Connections
Summary of standards
ASES is a program with two levels of accreditation. Organisations must achieve accreditation at the Certificate level before they can be assessed at the Award level.
Organisations are to maintain their Certificate level accreditation. Organisations at the Certificate level will be expected to have started formalising the way they plan, implement and monitor continuous improvement activities.
Organisations at the Award level will be expected to demonstrate commitment towards continuous learning and sustainable improvement.
ASES allows for recognition of other Commonwealth and State Standards. The ASES team maps new standards and may be able to assist you in the process of gathering evidence to comply with or recognise prior learning in multiple standards including those for Volunteering and Disability.
On this page
Summary of Standards for Certificate Level
1.1 Strategic Planning
Strategic planning is undertaken to further organisational and service development.
1.2 Business Planning
Business Planning processes are in place to implement and monitor progress against the strategic plan manage resources and measure organisational performance.
2.1. Sound Governance
A commitment to leadership, mutual accountability, ethical conduct are evident.
2.2 Policies and Procedures
Policies and procedures are in place and consistently applied to address legislative, industry, contractual and organisational requirements.
2.3 Data and Knowledge Management
The organisation has effective processes to collect and use data, to create information, and to use data to create information and to refine information into knowledge.
2.4 Risk Management
Policies and procedures are in place to manage risk and opportunities.
Requirements of this standards are based on international and Australian standards ISO 31,000:2018 Risk management principles and guidelines.
Financial and Contract Management
3.1 Financial Management
Financial management is transparent, accountable, ensuring effective use of resources.
3.2 Asset and Physical Resources
The management of assets and physical resources are responsible, competent and effective for economic, social and environmental sustainability.
3.3. Purchasing and Contracting
Explicit purchasing and contracts reflect organisational values, enables disclosure and ensures integrity and value.
People, Partnerships and Communication
4.1 Human Resource
Human resources ensure competent staff for effective service.
4.2 Work, Health and Safety
Work, Health and Safety systems are incorporated into business planning and work processes.
4.3 Diversity and Inclusion
Valuing culture, diversity and inclusion in the pursuit of organisational improvement and consumer satisfaction.
5.1 Working Collaboratively
Working collaborative with other organisations on agreed goals that benefits consumers and the community.
Staff are effectively engaged in implementing organisational change through a range of teamwork objectives strategies.
Communication systems and strategies ensure information is disseminated internally and externally to all key stakeholders.
7.1 Outcome Monitored
Services outcomes are planned, monitored and subject to ongoing review.
Consumer and Community Outcomes
8.1 Consumer Outcomes
Consumers are recognised as key partners in shaping service development and assessing quality of service delivery.
8.2 Consumer Feedback and Complaint
Strategies to empower consumers are encouraged. Feedback is valued and is used as a continuous improvement tool.
A summary of the standards for Award level
Leadership competencies are identified and mapped.
Leaders inspire and empower their people to achieve organisational objectives.
1.3 Critical Review
A commitment to better governance is demonstrated through critical review by governing body.
2.1 Continuous Improvement
A culture of continual quality improvement is well established.
2.2 Organisational Learning
The organisation has a culture of innovation to deliver optimum services.
3.1 Business Outcomes
The organisation busines practices achieve real outcomes for its business, people and consumers.
3.2 Consumer Outcomes
Consumer participation is valued and fostered.
3.3 Community Contribution
Commitment to contribution positively to the wider community.