Corporate publications

Service Charter

This Charter sets out:

• the AAT's commitments to its users
• AAT contact details
• how to find out more about the AAT
• how to make a complaint about the AAT

We continually aim to improve our service. Your suggestions for improvement are always welcome.

About the AAT

The 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:

• parties in AAT proceedings, including individuals, government agencies and departments and their representatives
• members of the public seeking information about the role of the AAT.

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 standard

We 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 commitments

We will treat you with respect and courtesy

• We will be polite, respectful and courteous and use language that is clear and understandable.

We will make ourselves accessible

Access to staff and premises

• Staff will answer telephone queries from 8:30 am to 5:00 pm on working days.
• Country residents can contact us on our national FREECALL number: 1300 366 700.
• People with a hearing disability can contact us on a toll-free telephone typewriter service: 1800 650 662.
• All correspondence will include a contact name and telephone number.
• Wheelchair access and hearing aid inductions loops will be available at each office.
• Hearings will be held in capital cities and in country centres.
• Where appropriate you may participate in a hearing by telephone or video-link.

Access to interpreters, representation and information

If 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 fairly

Opportunity to be heard and privacy in proceedings

• Applicants, respondents and/or their representatives will have a reasonable opportunity to present their cases.
• A private conference will usually be held within 6-10 weeks after receipt of an application. At the conference we will seek to clarify issues and try to settle the case without the need for a hearing. Further conference(s) may be held.
• A private mediation session may be held to try to resolve the dispute.
• If a hearing is required to resolve the case, it will be held as soon as possible after the last conference or mediation. Hearings are usually open to the public, but the AAT may order that a hearing be held in private or the identity of a person be kept confidential.

Reasons for AAT decision

• The AAT will give its decision and reasons either orally at the end of the hearing or in writing at a later date, usually within 2 months of the hearing.

Application fee

• If an application is successful, the Tribunal will refund any application fees paid.

We will operate in an efficient manner

Application and inquiries

• We will acknowledge receipt of applications within two working days.
• Oral inquiries will be dealt with immediately. If we need more time to answer an inquiry, we will tell you how long it may take.
• Written inquiries will be responded to within 5 working days.

AAT decisions

• If the decision was given orally at the end of the hearing, you can request written reasons. These will be provided within 28 days of your request.
• If the decision was not given orally at the hearing, written decisions will usually be provided within 2 months.

Your responsibilities

So that we can meet our commitments you will need to:

• Comply with any relevant practice directions or specific directions given by the AAT.
• Keep appointments, unless it is not possible to do so, in which case you should tell us well beforehand.
• Give us complete and accurate information.
• Tell us promptly of any change in circumstances, including changes in address or telephone number.
• If you are a department/agency, use your best endeavours to assist the Tribunal in reaching its decision.

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 service

We 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 comments

You can contact us by any of the methods suggested at the end of this leaflet.

How to make complaints

Complaints can be made in writing, in person or over the phone.

When making a complaint give us as much detail as possible including:

• your name (anonymous complaints will not be processed)
• relevant dates
• whether the appeal is completed or still in progress. Please note that once a decision has been made, the AAT cannot reopen the case. If your complaint is about an actual decision which you think is wrong in law, you may consider lodging an appeal with the Federal Court of Australia
• people you dealt with (if known).

Complaints in person or by the telephone

All 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 satisfied

If 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 us

You can contact us:

• in person
• by telephone
• in writing - by letter or fax

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
AAT
GPO Box 9955
Your capital city

More information

You can obtain more information about the AAT by visiting our Internet home page at www.aat.gov.au.

Review of this Charter ¹

Your 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.