Corporate publicationsService CharterThis Charter sets out:
We continually aim to improve our service. Your suggestions for improvement are always welcome. About the AATThe AAT provides independent review on the merits of a wide range of administrative decisions made by the Australian government and some non-government bodies. Users of the AAT include:
The AAT comprises the President and Members, who hear and decide cases, and Registry staff who perform a wide range of support functions. Registry staff are also the first point of contact for users of the AAT. The AAT has Registry facilities in all capital cities. Our service standardWe aim to provide fair, impartial, high quality and prompt review of administrative decisions with as little formality and technicality as possible. Our services will be provided in an efficient, accessible and professional manner. Our commitmentsWe will treat you with respect and courtesy
We will make ourselves accessibleAccess to staff and premises
Access to interpreters, representation and informationIf you need an interpreter we will provide one free of charge. You may conduct your own case, have a lawyer or another person conduct your case, or have a friend or another person to assist you conduct your case. If you are unrepresented we will help you understand AAT procedures through our "Outreach program". Outreach officers will contact unrepresented applicants by telephone within 4 – 6 weeks of an application being lodged. Information leaflets about AAT procedures are available free of charge from our offices or website (www.aat.gov.au). Leaflets are also available on cassette tapes, in large print format, and in non-English languages. We will deal with you fairlyOpportunity to be heard and privacy in proceedings
Reasons for AAT decision
Application fee
We will operate in an efficient mannerApplication and inquiries
AAT decisions
Your responsibilitiesSo that we can meet our commitments you will need to:
You can help us by letting us know in advance if you need any assistance with language and/or access to our offices. Comments on our serviceWe value your comments on the standard of our service. They tell us where we are doing well and where we might improve. If you have been particularly pleased with your dealings with us, please let us know. If you are not satisfied with our service, we want you to tell us. We will respond to complaints quickly and fairly. How to make commentsYou can contact us by any of the methods suggested at the end of this leaflet. How to make complaintsComplaints can be made in writing, in person or over the phone. When making a complaint give us as much detail as possible including:
Complaints in person or by the telephoneAll AAT staff can accept your complaint in person or over the telephone. If the complaint cannot be resolved by the person you first speak to, or if it is inappropriate for that person to respond to your complaint, they will refer you to an appropriate person. How long will it take to resolve a complaint?If your complaint is made in person or over the telephone, we will try to resolve it immediately, but a longer time may be needed. If you complain by letter or fax we will respond within 20 working days. Complaints submitted in a language other than English will be responded to within 30 working days. If your complaint is complex or requires us to get legal advice, it may take longer to resolve. If so, we will keep you informed of progress. If you are still not satisfiedIf you are not satisfied after we have investigated your complaint, you can contact the Commonwealth Ombudsman. The Ombudsman has an office in every State and Territory. Complaints can be made in writing, by telephone or by using the Ombudsman's online complaint form. The Ombudsman's office can be contacted by telephone on 1300 362 072 for the cost of a local call. The addresses and further information about the Ombudsman can be found on the Internet at www.ombudsman.gov.au. AAT Offices
Contacting usYou can contact us:
Our office hours are 8.30 am to 5.00 pm, Monday to Friday. Wheelchair access is available at each office. Country residents can use our national FREECALL telephone number, 1300 366 700. We have a free telephone typewriter service for people with a hearing disability. Call 1800 650 662. If you are writing to us, address your letter to: The District Registrar More informationYou can obtain more information about the AAT by visiting our Internet home page at www.aat.gov.au. Review of this Charter ¹Your comments about the Charter are welcomed and can be sent to GPO Box 9955, in your capital city or by e-mail to aatweb@aat.gov.au.
¹ This Charter was reviewed and reprinted in April 2004.
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