Feedback and Complaints

Overview 

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.

Complaints

Complaints about the staff, services or facilities of the ACAT will be dealt with in accordance with our Complaints and Feedback Policy.

You may make a complaint or provide feedback directly at the ACAT Counter. If the staff member is unable to deal with your complaint, they will refer you to an appropriate staff member or manager. You may also lodge your complaint by telephoning (02) 6207 1740. If your complaint is complex, you may be asked to put your complaint in writing.  A complaint form is available and is attached to the Complaints and Feedback Factsheet. Written complaints or feedback can be emailed to courts.feedback@act.gov.au or sent to:

The Principal Registrar
ACT Courts and Tribunal
GPO Box 370
Canberra ACT 2601

The Complaints and Feedback Policy does not apply to ACAT Members or Registrars when they are hearing a case or convening a conference or mediation. There is information below about how to make a complaint in these circumstances.

Complaints about an ACAT Member or Registrar when they are hearing a case or convening a conference or mediation

If the complaint is about an ACAT Member or Registrar when they are hearing a case or convening 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 five 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.

Further information

Further information, including a complaints form, can be found in the: