Complaints and compliments

In conducting reviews, the Tribunals are required by law to provide a mechanism of review that is fair, just, economical, informal and quick.

The Tribunals are committed to providing the best service possible. The Tribunals’ Service Charter expresses our commitment to providing a professional and courteous service to review applicants and other persons with whom we deal. Your complaints and compliments help us improve the quality of our services.

Complaints

If you are not satisfied with how the Tribunal has dealt with a matter or with the standard of service you have received, you should contact your Tribunal case officer. The officer will attempt to resolve your concern as quickly and informally as practicable.

You may also put your concern in writing and send it to the District Registrar of the registry with which you are dealing. If you require assistance, a Tribunal officer can help you record your concern in writing.

If your concern is not resolved, you may lodge a complaint in writing by post to the Complaints Officer, marking the envelope or ‘Confidential’ or by email to complaints@mrt-rrt.gov.au. Receipt of your complaint will be acknowledged within five working days.

• Complaints are taken seriously and investigations are conducted thoroughly, discreetly and sensitively. Where appropriate, measures are taken to protect the identity of the complainant, other individuals or confidential information. A complaint that is lodged during a review will not affect the outcome of a review.
• Anonymous complaints can be made, but this will limit our capacity to investigate and respond to the complaint.

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 aim to provide a written response to your complaint 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 will include advice that a person can contact the Commonwealth Ombudsman, if dissatisfied with the response.

The number and type of complaints received and action taken in response is reported regularly to the Tribunals’ Management Board. It is also reported in our Annual Report.

If your complaint cannot be resolved within the agency

If you are dissatisfied with the Tribunals’ response to your complaint, you may contact the Commonwealth Ombudsman. The Ombudsman has an office in every State and Territory and there is a national contact number (1300 362 072). Further information is available at www.ombudsman.gov.au.

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 compliment a Tribunal Member or a member of staff, you can:

• Tell the officer who is dealing with your case
• Call our national inquiry number, 1300 361 969
• Send an email to our enquiries mailbox
• Write to the Complaints Officer or send an email to our complaints mailbox  

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

Contact details