Introduction to ARPANSA 

ARPANSA is the Australian Government’s primary authority on radiation protection and nuclear safety. 

The ARPANSA program of work entails six key strategic objectives that guide our priorities and contribute to delivering radiation protection and nuclear safety outcomes to the Australian community: 

  • Protect the public, workers and the environment from the harmful effects of radiation
  • Promote radiological and nuclear safety and security, and emergency preparedness
  • Promote the safe and effective use of ionising radiation in medicine
  • Ensure risk informed and efficient regulation
  • Strengthen engagement with community and government
  • Enhance organisational innovation, capability and resilience.

In delivering these outcomes ARPANSA is committed to providing the highest quality products and services to our stakeholders and customers. 


The Quality Policy (the policy) confirms ARPANSA’s commitment to high quality service delivery and describes the responsibilities of management and staff in achieving our quality objectives. The policy guides the development and implementation of the ARPANSA Integrated Management System (IMS) and the application of the IMS to all agency activities. 


This policy applies to all ARPANSA staff and contractors undertaking work under the direction or commission of ARPANSA. The policy applies to all ARPANSA activities which directly or indirectly support or impact on the provision of ARPANSA products and services.

Roles and responsibilities

ARPANSA’s commitment to quality is demonstrated and affirmed through the use of ARPANSA policies and procedures and the activities of staff. Quality is everyone's responsibility. The intent and application of the policy is embedded in the work of all staff across the agency.
This commitment requires involvement of all ARPANSA staff to understand their responsibility in achieving our quality objectives and to ensure processes and practices are consistent in their delivery and are subject to continual improvement. 

Customers and other stakeholders have the responsibility to ensure they provide useful and timely feedback to ARPANSA regarding its processes and practices.

Policy commitment

ARPANSA is the Australian Government’s primary authority on radiation protection and nuclear safety. We are committed to providing the highest quality services for the purpose of protection of people and the environment from the harmful effects of radiation
This policy shows the commitment of ARPANSA’s management to: 

  • comply with applicable laws, regulations, standards and codes of practice
  • enhance and improve customer experience by ensuring a focus on exceptional service delivery   
  • perform quality work in accordance with documented policies, processes, procedures and work instructions within the integrated management system
  • ensure that our scientific services meet the requirements of our ISO/ECI17025 accreditation 
  • maintain quality systems and set measurable objectives and targets to continuously improve the organisation and our outcomes
  • consult with employees, customers, suppliers and stakeholders to understand their needs 
  • promote a culture that supports quality and continuous improvement 
  • ensure that continuous improvements are measured, evaluated and reported against the agency goals and objectives
  • demonstrate strong senior management leadership and accountability for the effectiveness of the integrated management system
  • report, investigate and learn from all opportunities for improvement 

ARPANSA encourages individual responsibility for quality and, while ARPANSA’s management have additional responsibilities to allocate resources, provide instruction and ensure compliance, all employees have a responsibility to meet the desired outcomes and customers’ expectations of the products and services provided by ARPANSA. To achieve this, all employees are actively engaged in identifying, implementing and improving processes and practices that support the requirements and objectives of the integrated management system.


ARPANSA’s Quality Policy is based upon five key principles as described below.

6.1 Customer and stakeholder focus

We are committed to engage with our stakeholders and customers to understand their requirements to ensure that the provision of services remains focused on our stakeholder and customer needs and expectations.
The delivery of services is consistent with the requirements of ISO9001, ISO/IEC17025 and ISO17020 standards including the implementation of management systems that encompass customer feedback, continual improvement and assessment of the effectiveness of our processes and services.

As a Commonwealth entity we apply the Australian Public Service Values and are committed to delivering high-quality services to our customers and stakeholders.

6.2 Continual improvement

The ARPANSA IMS provides the framework that ensures continual improvement of our services, high quality service delivery and customer and stakeholder’s satisfaction. ARPANSA drives continual improvement and innovation based upon efficient business processes, well-defined measurements, best practices and customer surveys. Performance of the IMS is measured and monitored through our quality objectives. Our commitment to continual improvement will ensure that our stakeholders and customers have confidence in the accuracy and integrity of our products and services.

6.3 Involvement of people

All ARPANSA staff are responsible for the quality of their work. ARPANSA provides training and has established systems to assist all staff to achieve the standards required. While we endeavor to produce work and offer a service that we can be proud of, we have to recognise that we don’t always achieve our own standards. When a customer complains, we are committed to investigating the complaint and will do our best to put right all justified complaints.

6.4 System approach to management

The ARPANSA IMS will provide the overarching framework that connects existing systems for quality management and provides for continual improvement across all processes and procedures. A systems approach to management involves establishing objectives, policies and processes and periodically reviewing these for continued currency. The framework for such reviews is detailed in the IMS documentation, as well as maintaining their appropriateness against the current ARPANSA policies and strategic objectives, and complying with all applicable local, national and international laws, regulations, standards and codes of practice.

6.5 Leadership

Key to the IMS is the support of management which is responsible for providing the internal environment that allows ARPANSA staff to contribute to achievement of ARPANSA’s strategic objectives.
Promoting a corporate culture supporting quality that recognises and implements agreed business improvement initiatives. 

Terms and definitions 

Quality objectivesQuality objectives must be defined; they must reflect the quality policy, be coherent, and align with the overall business objectives, including customer expectations
Integrated Management SystemAn integrated management system (IMS) connects all of an organisations systems (including quality management) and processes into one complete framework, enabling an organisation to work as a single unit to achieve its objectives.
Continual improvementA continual improvement process, also often called a continuous improvement process is an ongoing effort to improve products, services, or processes. Continual Improvement is initiated through the use of quality policy, quality objective, audit results, analysis of data, corrective and preventive actions and management review.


RefAbbreviationTitleIssue date
1ISO 9001Quality management systems requirements2015
2ISO 19011Guidelines for auditing management systems2014
3ISO/IEC17025General requirements for the competence of testing and calibration laboratories2018
4ISO 17020Conformity assessment – Requirements for the operation of various types of bodies performing inspection2012

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