GLSC Service Charter


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Service Charter Goldfields Land and Sea Council Aboriginal Corporation ABN: 54 489 243 524 ICN: 364 1


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The GLSC Service Charter is designed to communicate the expectations that the GLSC holds in regards to the way it interacts with its members, stakeholders, staff and visitors. This charter details the GLSC’s commitment to communication and highlights the importance we hold in regards to improving our relationships at all levels, including reciprocal responsibilities. 2


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About Us The Goldfields Land and Sea Council (‘GLSC’) is the principal voice for Aboriginal people from the Goldfields-Esperance region on matters to do with native title and other Aboriginal issues. As the federally recognised Native Title Representative Body for the region under section 203AD of Native Title Act 1993 (Cth) (‘the Act’), we enjoy widespread support from communities, organisations and individuals throughout the region. The GLSC has a determined area over the lands that extend from Wiluna (on the edge of the Great Central Desert), to Esperance on Australia's southern coast. The GLSC also has jurisdiction over the sea adjacent to its south coast boundary, extending to the edge of Australia's Exclusive Economic Zone. The GLSC's determined area is bigger than Texas, the Australian state of Victoria, and England. It takes nearly ten hours to drive across. Our Services The GLSC has the key responsibility of preparing native title, on behalf of claimants, to the Federal Court of Australia and/or the National Native Title Tribunal. The Act provides a framework in which Aboriginal people can pursue their native title rights, including having a 'right to negotiate' for any 'future acts' on their land by government and other land users. As the Goldfields region comprises one of the major mineral resource areas in Australia, its Aboriginal population have, historically, faced particular difficulties in terms of forced dispossession and removal from their traditional country. As a consequence of this history, the major task facing the GLSC is the reclamation of country for Aboriginal people within this region. The facilitation and assistance functions under the Act are as follows: 1. to research and prepare native title applications, and to facilitate research into, preparation of and making of native title applications; 2. to assist registered native title bodies corporate, native title holders and persons who may hold native title (including by representing them or 3


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facilitating their representation) in consultations, mediations, negotiations and proceedings relating to the following: (a) native title applications; (b) future acts; (c) indigenous land use agreements or other agreements in relation to native title; (d) rights of access conferred under this Act or otherwise; and (e) any other matters relating to native title or to the operation of this Act. 3. to assist in resolving disagreements between claimants; and 4. to certify the application basis for claim registration, agreement making and become party to Indigenous Land Use Agreements. There are four core units and two support units that make the GLSC function and work collaboratively. These units are: 1. Legal and Native Title Unit; 2. Future Act Department; 3. Anthropology and Heritage Department 4. Land Management Unit: 5. Finance Unit; and 6. Administration/HR Unit. Our Clients Our clients are proud first Australians who have registered as members of the GLSC, seeking native title interests in our determined area. GLSC membership is open to Aboriginal people who are ordinarily resident in the area delegated to the GLSC or who are traditional owners of native title. The main customers of GLSC are our Members and Traditional Owners whose interest we care for first and foremost. Other customers may include PBCs and other agencies that require our expertise in Native Title provisions and advice. What’s important Our members, staff and stakeholders are of utmost importance to us. In addition to our clients, we work hard to uphold our core values, vision and mission statement. Our staff are dedicated, highly qualified team players that are driven to meet out successful outcomes for our clients. 4


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Vision The GLSC has a corporate vision with a strategic focus: To consult with and effectively represent Aboriginal people within its region particularly with regard to the achievement of meaningful and comprehensive native title outcomes and other land justice initiatives, while performing its functions under the Native Title Act 1993 (Cth) to a highly professional level. Mission Statement The GLSC’s mission is to provide and enhance Native Title outcomes, improve Land Use and Heritage, and make reconnections to the land for the Aboriginal peoples in our region. As such the core focus of the organisation is: 1. Meet our statutory obligations in obtaining Native Title; 2. Support and build capacity for PBCs; 3. Advise and protect Aboriginal culture, traditions and unique ways of land management; and 4. Build economic opportunity and equity for Aboriginal peoples and communities. Core Values Our core values are the fundamentals behind why we are in business and operational. They revolve around two fundamental values of HARMONY and MUTUAL RESPECT. Much of what the GLSC does are based on values that show an attitude of determination to achieve, commitment to see results come to fruition, and bettering ourselves to meet our outcomes. All members, staff, elders, clients and stakeholder must commit to our values to work with us. Our specific stated values are:  Respect for elders, members of the Aboriginal community and one another;  Display of highly professional attitudes and work quality that accompany accountability for actions;  Responsiveness to client needs;  Commitment to achieving the best outcome for communities and Aboriginal peoples without self-interest at play;  Efficiency, fairness and transparency in performing our functions; and  Providing a safe, diverse and provider of choice workplace. These values are reflected in the organisation’s focus on employee advocacy, open and transparent communications and excellent standards of service delivery. 5


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Our Commitment The GLSC is committed to continual improvement. As such our team regularly engage in self development and training programs across the entire organisation. In addition we seek out highly qualified staff that can offer the organisation additional skills and experience to add value to the organisation. We are also committed to having a strong dynamic governance structure that can stand up to the daily challenges we face. The GLSC is committed to: 1. Providing a high standard of service to all our clients; 2. Ensuring fair and equitable access to services to all clients and stakeholders; 3. Being truly representative of the voice of our members; 4. Avoiding conflicts of interest in decision making; 5. Reducing operational risk; 6. Having a proper system of decision review; and 7. Effectively communicating native title information to its members. Our Goals The GLSC has specified goals. These are in summary: 1. Maximise Aboriginal control of land and sea within the region through native title and other means; 2. Assist claimants benefits resulting from Right to Negotiate; 3. Ensure that the voice of Aboriginal people is heard in relation to land, sea, heritage and environmental matters within the region; 4. Protect and manage Aboriginal culture and natural heritage unique to this region; 5. Provide effective representation of Aboriginal peoples and assist native title claimants to maximise economic opportunities achieved through native title and land acquisition; and 6. Seek our other economic development opportunities and become the Go-To centre for all Aboriginal business in the region. 6


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Reciprocation Our quality service is ensured by cooperative relationships with our clients, members and our staff. As such we hold expectation on those we deal with to fulfil reciprocal responsibilities towards us. Reciprocal responsibilities and expectations from our clients include:  Making every reasonable effort to attend relevant meetings and information sessions called by the GLSC (Information Gathering);  Taking a leadership role in disseminating important information discussed or disclosed during native title claim meetings by the GLSC to other members, and/or the wider native title claim group wherever possible (Information Sharing);  Abiding by the policies and procedures of the GLSC in dealing with communication and dispute resolution and/or reviews (Information Acceptance);  Undertaking to abide by GLSC communication protocols and policies by ensuring cooperative, constructive communication that is free from verbal abuse in any form;  Maintain standards of conduct that is always mutually professional, never threatening or demeaning. In addition, you can also help us in other ways, such as:  Providing us with your up-to-date contact details;  Let us know when you start commencing difficulties or you do not understand our services;  Give us as much information as possible to you get you the right assistance;  Provide accurate, honest and reliable information;  Request an interpreter if required;  Provide us with suggestions and constructive feedback on how we can improve; and  Always treat our staff, board members and consultants with respect and courtesy. Feedback The GLSC is committed to ongoing improvements. As such we value constructive feedback. Please feel free to contact one of friendly staff to provide your feedback. Feedback is always welcome and regularly reviewed so we can continue improving our services. We respect and value your comments. Feel free to contact us at: Goldfields Land and Sea Council GPO Box 10006, Kalgoorlie, WA, 6430 Ph: (08) 9091 1661 Fax: (08) 9091 1662 Email Contact: 7



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