|The Customer Service Network (CSN) provides an easy central contact for customers to obtain information to support their decisions about a wide range of Intellectual Property issues. Customers contact the CSN via telephone, fax and email with around 90% of matters of a general nature solved at the first point of contact. The CSN provides face-to-face, phone, email and web-based assistance through State-based and Canberra Offices as well as general financial receipting and front end processing of attorney and private applicants' lodgements.
The State Offices:
• provide information about patents, trade marks and designs processes;
• maintain search facilities so customers can research Australian patents, trade marks and designs;
• receipt application forms and fees, providing a filing facility for IP documents in each state capital except Darwin;
• raise IP awareness and promote IP Australia's corporate image in their respective communities by providing general IP presentations, information sessions and tours of their facilities to interested groups, including tertiary students from designs, business and legal studies, engineering and library studies courses. They also liaise with other government agencies sharing the same customer base to promote our services and publications; and
• act as a referral point for enquiries on other IP areas eg copyright
The state Offices maintain the following facilities:
• a IP library of documents on paper, fiche, CD-roms, microfilms and online information for conducting intellectual property searches. Those customers otherwise without Internet access can use the Public Access Work Stations in our State Offices.
• the holdings vary between State Offices, but generally, all offices have a common set of search material as follows:
• Australian full text granted specifications in numeric order 1926-1978 (Roll film)
• Australian full text specifications (AU-A, AU-B, AU-C) 1975-1999 (Fiche)
• Patents concordance 5-6 figure (last edition 1999)
The complete set of Australian Official Journals for Patents (1905 to date) is also available in hard copy.
Production of the "hard copy" Official Journals will cease in January 2005 and will then only be available in electronic form, via the IP Australia web site.