Complaints and compliments

Complaints

Our Service Charter also sets out how to make complaints.  If you are not satisfied with how we have dealt with a matter or with the standard of service you have received, and have not been able to resolve this by contacting the office or officer dealing with your case or a supervisor, you may forward a written complaint marked ‘confidential’ to:

Complaints Officer
Migration Review Tribunal and Refugee Review Tribunal
GPO Box 1333
Sydney NSW 2001

Complaints are taken seriously and investigations are conducted thoroughly, discreetly and sensitively. Where appropriate, measures are taken to protect the identity of the complainant or other individuals or confidential information. A complaint that is lodged during a review, will not affect the outcome of a review.

All complaints against Members and other complaints of a serious nature are referred to the Principal Member. All complaints against staff and/or third parties are referred to the Registrar. Any complaint alleging serious misconduct or fraud is brought to the attention of both the Principal Member and the Registrar.

We will acknowledge receipt of a complaint within 5 working days of its receipt. We aim to provide a substantive response dealing with the matters raised in a complaint in writing within 20 working days of receipt of the complaint. The response letter will generally refer to the investigations carried out and the findings made and include advice that a person can contact the Commonwealth Ombudsman, if dissatisfied with the response.

We report regularly to the Tribunals’ Management Board on the number and type of complaints received and what action we have taken to address issues raised in complaints and what professional development or training has been or will be provided to Members or staff. We also report on the number of complaints received and how we have dealt with them in our Annual Report.

Compliments

Our Service Charter sets out our standards of service. You can help us by telling us what you like about your dealings with us or where you think we can improve.

If you wish to make a compliment about a Member or staff, you can:

• tell the officer who is dealing with your case
• call our national inquiry number 1300 361 969
• send an e-mail to our  enquiries mailbox
• write to the Executive Officer at GPO Box 1333, Sydney NSW 2001

Both complaints and compliments received are recorded in a Register and notified to the person concerned.