SERVICE CHARTER
This charter sets out:
the AAT’s 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.
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
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 Servi
ce (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.
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July 2015
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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
websit
e (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. These may be given
orally or in writing.
We will operate in an efficient manner
Application 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 the AAT 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.
Further information about how we handle personal information is available on our
website.
Your responsibilities
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 any 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.
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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
It is important to understand that you cannot complain to us about an AAT decision. If you or
your representative think the decision is wrong, you may have a right to apply for a further
review, or to appeal to a court.
If you are not satisfied with the AAT’s 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 us 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 letter or fax addressed to the Principal Registry. Please
see the Principal Registry Contact us page on our website for details.
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 websit
e (www.ombudsman.gov.au).
How can I find out more about the AAT?
A wide range of information about the AAT and our procedures is available on our website
(www.aat.gov.au).
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 are deaf or have a hearing or speech impairment, contact us
through the National Relay Service. For more information visit
(www.relayservice.gov.au).
The AAT Service Charter – Our Commitments to you
July 2015
