This charter sets out:
- our commitments to our users
- how to give us feedback
- our contact details.
Our service standard
We aim to provide a mechanism of review that:
- is accessible; and
- is fair, just, economical, informal and quick; and
- is proportionate to the importance and complexity of the matter; and
- promotes public trust and confidence in our decision-making.
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
- you can contact us on 1800 228 333 from anywhere in Australia. If you are calling from outside Australia, telephone +61 9276 5101
- if you do not speak English, you can call the Translating and Interpreting Service (TIS) and ask them to call us: Within Australia, telephone 131 450. From overseas, telephone +61 3 9203 4027
- if you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service (www.relayservice.gov.au)
- all correspondence will include our contact details
- wheelchair access and portable hearing loop systems are available at each registry
- hearings will be held in capital cities and in regional centres (where possible)
- we conduct many hearings by phone or video-conference.
Access to interpreters, representation and information
- if you need an interpreter we will provide one free of charge
- you may have someone represent or assist you, depending on the type of decision being reviewed
- we have information about our procedures available from our offices and on our website (www.aat.gov.au).
We will deal with you fairly
Opportunity to be heard in proceedings
- you or your representative will have a reasonable opportunity to present your case.
Reasons for AAT decision
- we will give you the reasons for making the decision in your case, either orally or in writing.
We will operate in an efficient manner
Applications and enquiries
- we will acknowledge receipt of applications
- we will respond to enquiries within a reasonable time.
Privacy and confidentiality
- some hearings are open to the public, but we can order that a hearing be held in private or the identity of a person be kept confidential. Some types of hearing, including Centrelink and child support first reviews and refugee hearings, are private
- we are bound by the Australian Privacy Principles set out in the Privacy Act 1988. Read more about how we handle personal information.
So that we can meet our commitments, you will need to:
- comply and cooperate with any relevant practice directions or specific directions given by the AAT
- let us know in advance if you need assistance with language and/or access to our offices
- take reasonable care for your own (and other’s) health and safety when at the AAT and cooperate with any reasonable AAT instruction, policy or procedure
- 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 changes to your contact details
- if you are a department/agency, use your best endeavours to assist the AAT in making its decision
- be polite, respectful and courteous. We will restrict how we deal with people who are abusive or threatening to our staff or members.
Comments on our service
We value your feedback on the quality of our services as it allows us to understand what is working well and where improvements can be made. You can provide feedback by using the online feedback form on our website.
How to make a complaint
If you are not satisfied with our service, you can make a complaint by using the online feedback form on our website.
To enable us to properly investigate your complaint, please give as much information as possible, including:
- your name and contact details (postal address, email and telephone number)
- if applicable, your case/file number and the review applicant’s name
- why you are dissatisfied with our service
- details of when things occurred and who you dealt with (if known)
- what action or result you want.
Complaints can also be sent to us by email, post or fax addressed to the Principal Registry. Please see the Principal Registry Contact us page for details.
It is important to understand that you cannot complain to us about an AAT decision. If you are not happy with the review outcome, you may have a right to apply for a further review, or to appeal to a court.
How long will it take to resolve a complaint?
If you make a complaint, we will aim to respond within 20 working days. If your complaint is complex it may take longer to resolve.
If you are still not satisfied
If you are not satisfied after we have investigated your complaint, you can contact the Commonwealth Ombudsman. Please note that the Ombudsman cannot review an AAT decision.
For more information, visit the Ombudsman’s website.
How can I find out more about the AAT?
A wide range of information about the AAT and our procedures is available online.
You can also call us on 1800 228 333 (calls are free from landline phones, however calls from mobiles may be charged).
Non-English speakers can call the Translating and Interpreting Service on 131 450 and ask them to call the AAT. If you have a hearing or speech impairment, contact us through the National Relay Service.