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Charter for working with contracted service providers

This charter conveys the principles, values, commitments and expectations of DCJ’s working relationship with service providers to achieve positive outcomes for individuals, families and communities.



DCJ’s Commissioning Contract Management Framework provides the systems and processes that support the way we manage the range of contracts with service providers, as well as our relationship with them.

The objective is to enable both parties to work together to deliver quality services and achieve the outcomes agreed in contracts.

The systems and processes ensure we manage contracts effectively, using a strengths-based approach to work with service providers so that:

  • contracts achieve better outcomes for clients
  • service providers have the ongoing capacity and capability to deliver the outcomes agreed in contracts
  • issues and risks are managed to ensure the stable and uninterrupted delivery of services
  • there’s clarity and accountability for all parties about how funds are being used to meet client needs.

The Commissioning Contract Management Framework enables us to meet our commitments to the people of NSW, monitors that service providers are delivering quality services, and ensures both parties are meeting their responsibilities and obligations agreed in the contract.

Why the need for a charter?

While our relationship with a service provider is governed by a contract, we developed this charter to describe the means to successfully work together.

Founded on guiding principles and a strengths-based relationship, the charter articulates our commitment to service providers and what we expect of them in return.

The goal is a partnership that’s focused on achieving better outcomes for individuals, families and communities.

Print version

Download the charter to print. The page size is A2, but can be printed as A3.

Guiding principles for working together

Contracts define the responsibilities and obligations for the department and the organisations we contract to deliver services.

This means a positive working relationship with service providers is crucial to a contract’s success, and is key to guiding the partnership towards achieving better outcomes for individuals, families and communities.

Guiding principles set the foundation for our partnership:

  1. A strong relationship with service providers
  2. Mutual understanding of each other’s obligations
  3. A client-centric focus that places the interests of clients, communities and the desired outcomes of programs at the forefront of service design and delivery
  4. Shared responsibility for quality service and achieving the outcomes agreed in contracts.

The principles are founded on the shared values of:

  • service
  • integrity
  • accountability
  • trust
  • conducting business in an ethical manner.

Applying the principles and their values requires the commitment of both parties.

What service providers can expect of us

We are committed to quality service in contract management. We will provide resources that assist both our organisations to better understand and fulfil their obligations

  • We will work with all stakeholders to provide the resources necessary to assist you and our contract managers to fully understand what is expected to fulfil the obligations of the contract.
  • We will provide accurate and consistent information.
  • We will listen to your feedback to continually improve the delivery of our services and the support we can offer to you.
  • We will be culturally sensitive and responsive to your needs.
  • We will be transparent in relation to our processes, so that our expectations are clear.

We will work with you to achieve the outcomes agreed in the contract

  • We will work with you to ensure quality outcomes are achieved, and we will recognise and celebrate your achievements.
  • We will work with and support your organisation, when necessary, to maintain or build capacity in governance and financial management capabilities.
  • We will be transparent about risks to service delivery.
  • We will act early if issues arise in relation to the contracted outcomes, and work with you to address them.
  • We will be fair and transparent when dealing with complaints, whether a complaint is about you or about us.

We will assist and support you to maximise positive outcomes for clients

  • We recognise that each service provider is different and requires tailored engagement. We will listen to your wants and needs, as well as your expectations of the relationship with us.
  • We will ensure you receive ongoing communication, engagement and support.
  • We will focus on collaborative engagement, embracing opportunities for innovation and new ways of thinking about how to support the communities, families and individuals we work with and support.
  • We will give you open, honest and constructive feedback.

What we expect of our service providers

You will focus on the quality of services you deliver

You have a direct relationship with clients, positioning you to design and deliver services that are responsive to local needs.

Because of this, you will:

  • be responsive to the changing needs of the individuals, families and communities you work with
  • place client interests and desired outcomes at the forefront of service design and delivery
  • provide the agreed services to the people targeted in the contract, without discrimination
  • deal with any issues as soon as you become aware of them, to ensure swift resolution and avoid matters escalating
  • be open and transparent about complaints you receive.

You will ensure your organisation supports stable and outcomes-focused service delivery

You will:

  • be accountable for the services we have contracted you to deliver
  • have good governance and financial management practices in place
  • be transparent about risks to service delivery
  • collect data that enables you to report on your successes, measure your achievements and drive service improvements.

In addition, you will give us open, honest and constructive feedback, so that together we may work towards achieving better outcomes for clients.

You will identify emerging needs to enable us to facilitate a responsive service system

You are the eyes and ears of the service system. Its functioning relies on your insight, experience and expertise.

So we expect you to:

  • be active members of your local human services community
  • share what you know with each other and the sector at large (through your peak organisation) as well as with us
  • participate in activities that contribute to growth of the sector’s capabilities.

Holding us to account

If you believe we’re not following the principles, values or commitments of this charter, we want to know. We also appreciate feedback on what we're doing well and what could be improved.

You can contact us in person, by email, phone or letter, or by using the Your Feedback tool on the far right of the screen.

Get the full details about how to make a complaint of provide feedback on the DCJ Complaints and Feedback page.

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Last updated: 27 Jan 2021