Feedback and Complaints

Introduction 

The ACT Civil and Administrative Tribunal (ACAT) aims to:

  • provide high quality ACAT registry services;
  • have well trained staff to provide accurate and timely information to ACAT users in a professional manner;
  • encourage and capture feedback to support a culture of continuous improvement in the workplace; and
  • investigate and respond to complaints in an impartial and fair manner.

If you have had a positive experience with us, please let us know.

You can make a complaint to ACAT about:

  • the conduct or quality of the service you have received from ACAT staff or ACAT members;
  • ACAT’s processes or procedures; and
  • our services and facilities.

The ACAT cannot respond to:

  • complaints about matters that are outside ACAT’s responsibilities, such as government policy, legislation or legal representation.
  • requests to have an ACAT Member removed from hearing a case.
  • complaints about a decision or order of the ACAT. If you disagree with a decision made by the ACAT in an original application, the available remedy is to appeal the decision. Information about appeals can be found here.

Complaints

Complaints about the staff, services or facilities of the ACAT will be dealt with in accordance with our Complaints and Feedback Policy. The Complaints and Feedback Policy does not apply to ACAT Members, Registrar or Deputy Legal Registrar when they are hearing a case or conducting a conference or mediation. There is information below about how to make a complaint in these circumstances.

Complaints about an ACAT Member, Registrar or Deputy Legal Registrar when they are hearing a case or conducting a conference or mediation

If the complaint is about an ACAT Member, Registrar or Deputy Legal Registrar when they are hearing a case or conducting a conference or mediation, then address it to the President of the ACAT.  You can email the complaint to courts.feedback@act.gov.au or send it to:

President Graeme Neate AM
ACT Law Courts and Tribunal
GPO Box 370
Canberra ACT 2601

If the complaint is about the ACAT President, it needs to be sent to the ACT Attorney-General.

What to include in your complaint or feedback

When writing or emailing the ACAT, please include the following information:

  • the date of your message;
  • your full name and address;
  • the case number, if applicable;
  • full details of what occurred; and
  • what you are seeking as an outcome.

If you have previously complained about the case, please state when and how you made the complaint.

How your complaint will be handled

Written complaints will be acknowledged within 5 business days. An appropriate ACAT staff member will be directed to investigate your complaint and provide you with a response.

That response will include the ACAT staff member’s:

  • acknowledgment and understanding of the complaint;
  • understanding of the facts and issues;
  • any action taken in response to the complaint including apology, referral, follow up, change in process or procedure, acknowledgment with no action; and
  • name and contact details for any further enquiry or clarification.

Confidentiality

Your complaint or feedback will be treated confidentially. However, your complaint and feedback will be subject to the Freedom of Information Act 2016, the Territory Records Act 2002 and the Information Privacy Act 2014. These Acts concern the disclosure of information contained in ACAT files and records.