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Feedback about your case
We welcome your feedback. It helps us understand what is working well and where we need to make improvements.
The difference between negative feedback and a complaint is that feedback does not necessarily require a response. If we receive feedback that does not seek a response or a particular outcome, we will consider the feedback but may not necessarily provide you with a response.
Complaints about general services
Our staff are required to uphold the Australian Public Service Values and the Australian Public Service Code of Conduct.
You can provide feedback or make a complaint about the general services our staff provide relating to your case.
Tribunal member complaints
Our members (non-judicial) are required to abide by the Tribunal’s Member Code of Conduct.
You can provide feedback or make a complaint about how a non-judicial member has acted in relation to the Tribunal’s Member Code of Conduct.
Important information
You cannot complain to us about a Tribunal member’s decision, or the basis for their decision, on your application. If you or your representative think the decision is wrong, you may have a right to apply for a further review, or to appeal to a court.
Our complaints process
Before making a complaint, it is important to read our service charter, which sets out our commitment to our users and our feedback and complaints policy which outlines how we handle complaints.
If you make a complaint, we will aim to respond within 20 working days. We will acknowledge your complaint within 5 working days. If your complaint is complex, it may take longer to resolve but we will keep you informed of progress.
If you are not satisfied after we have investigated your complaint, you can contact the Commonwealth Ombudsman. Please note that the Ombudsman cannot review a Tribunal decision or investigate the conduct of members.
- Find out more on the website of the Commonwealth Ombudsman
Send us feedback or make a complaint
To help us investigate your complaint, please give as much information as possible, including:
- your name and contact details (unless you wish to remain anonymous)
- if applicable, the relevant review number
- details of your complaint, including relevant dates and names of staff or members (if known)
- details of any previous interaction with us in relation to the issue
- the outcome you are seeking.
You can send us feedback or make a complaint by:
- using the enquiry form on this website
- sending an email to the relevant email address for the type of feedback or complaint:
- general services feedback and complaints
- feedback and complaints about Tribunal members.
You can also call us on 1800 228 333.
If you need help from an interpreter, please call the Translating and Interpreting Service on 131 450 and ask them to call the Administrative Review Tribunal.
If you are deaf or have a hearing or speech impairment, contact us through the National Relay Service.
Is your feedback about something else?
You can also give us feedback about something that does not relate to a Tribunal case using our website enquiry form.