Appendix 11: Commonwealth Disability Strategy — Tribunal performance
The Tribunal’s performance in implementing the Commonwealth Disability Strategy in its role as a provider is shown below. 
Table A11.1	Tribunal performance against Commonwealth Disability Strategy
Performance indicator	Performance measures	Performance for 2009–10	
Providers have established mechanisms for quality improvement and assurance.	Evidence of quality improvement and assurance systems in operation.	Regular liaison with Tribunal users provided a forum for feedback on service provision. 	
Providers have an established service charter that specifies the roles of the provider and consumer and service standards which address accessibility for people with disabilities.	Established service charter that adequately reflects the needs of people with disabilities in operation.	The Tribunal’s Service Charter sets out its commitment to providing equitable access to all users. The Charter was available as a leaflet, in large print and on the Tribunal’s website. 	
Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised about performance.	Established complaints/grievance mechanisms, including access to external mechanisms, in operation.	The Tribunal’s complaint-handling procedures are set out in the Service Charter. When responding to complaints, the Tribunal advises complainants of external mechanisms that may be relevant to the issues raised, including through the Ombudsman and the Australian Human Rights Commission.