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The Tribunals’ Service Charter expresses our commitment to providing a professional and courteous service to review applicants and other persons with whom we deal. It sets out what our service standards are, and how to make suggestions or complaints.
Service Charter  pdf
The time standards for conducting reviews are set out each year in the Tribunals’ Caseload and constitution policy. The time standards for 2009-10 are:
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Bridging visa (detention) cases:
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7 working days from lodgement to decision
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Protection visa cases:
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90 calendar days from receipt of the Department’s documents to decision
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MRT visa cancellation cases:
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150 calendar days from lodgement to decision.
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All other MRT cases:
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350 calendar days from lodgement to decision
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The Tribunals aim to decide at least 70% of cases within these time standards. This recognises that additional time is often required to provide procedural fairness. Additional time may be necessary if a hearing needs to be rescheduled because of illness or the unavailability of an interpreter, if the Member wishes to schedule a second hearing, if the applicant requests a further hearing, if the applicant requests further time to obtain evidence, or to comment on or respond to information, if new information becomes available or if another body or agency has been asked for a report or an assessment.
Review of the Service Charter
The Tribunals are reviewing and updating the above Service Charter. We value your views to help us decide how the Service Charter can be improved.
Please click here for a fillable form setting out some questions on the current Service Charter. The form can be submitted to the Tribunals electronically by clicking on “submit”.
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