Page 152 - Planning Group Induction Pack_Neat

Appendix E: Definitions

Defining customers, partners, stakeholders and community
In 2015 we began a program of Customer and Stakeholder Intelligence research to understand DELWP's
reputation with stakeholders and customers. A second round of research was conducted in 2017 which
found our reputation had improved significantly since 2015.
An important action in response to the CSI research is to ensure that we have clear definitions of customer,
stakeholder, and community, and that these terms are used consistently across DELWP.

The Senior Executive Team agreed on the following definitions on 19 February 2018:
Customers: any individual or group that interacts or transacts with the department and receives a product,
service or information.

Partners: individuals, organisations and groups that share a common interest and engage early to partner
and collaborate on an ongoing basis. Partners have a strong interest in the outcomes and may often share
responsibility for delivery.

Stakeholders: any individual, group of individuals, organisation, or political entity with an interest or stake in
the outcome of a decision.
Community: a group of individuals who share a common sense of belonging and where there is a level of
trust between members:

Geographical: based around where people live, such as neighbourhood, suburb or town.
Interest: based around common interests, such as conservation, community connection and improvement or
recreation interest.
Identity: based on sharing a common identity such as age, culture or lifestyle

The following points should also be noted in relation to community and stakeholder engagement with
Traditional Owners and Aboriginal Victorians:
Traditional Owners are people with traditional and customary rights in a particular part of the land (i.e. the
'right people for Country'). Some Traditional Owner groups have also had these rights recognised by the
Australian legal system under a Native Title determination (Commonwealth) or a Traditional Owner
Settlement Agreement (Victoria).
Registered Aboriginal Parties (RAP) are organisations that hold decision-making responsibilities under the
Aboriginal Heritage Act 2006 for protecting Aboriginal cultural heritage in a specified geographical area.

Aboriginal Victorians: the term Aboriginal Victorians is used to include all people of Aboriginal and Torres
Strait Islander descent who are living in Victoria.

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