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Complaints

The SSAT's charter is to provide a mechanism of review which is fair, just, economical, informal and quick. On occasions there are tensions between these competing principles. Sometimes the more complex matters take longer to finalise.

If a person has a complaint about SSAT process they should initially direct the complaint to:
    Business Manager
    GPO Box 9943
    in the relevant capital city
Although contact can be made by telephone, where the complaint is other than a relatively straightforward or simple matter, it is preferable for it to be set out in writing. This allows the complaint to be properly considered by the appropriate person. E-mail communication is acceptable.

The Business Manager will deal with complaints relating to the administrative processes of the SSAT. Any complaint about members will be dealt with by the State Director in charge of the relevant office, or if the complaint involves the State Director, the Executive Director.

What can be achieved through the complaints process?
  • The SSAT will consider the complaint and it may review its processes if they are found to be wanting.
  • If the SSAT cannot address the issues in the complaint, it will inform the complainant (this may occur, for example, if the complaint is about the decision itself).
What cannot be achieved through the complaints process?
  • SSAT members hearing a matter cannot be directed as to what decisions they should make;
  • SSAT members hearing a matter cannot be replaced and the matter recommenced before other members;
  • The decision and the reasons for the decision cannot be altered once the decision has been published, other than in very limited circumstances set out in the legislation (e.g. to correct an obvious typographical error). The fact that a party may disagree with a statement in the reasons for decision, a conclusion or the decision itself, does not mean that it amounts to an error which is capable of alteration by complaint;
  • There is no mechanism available where a person disagrees with a decision (after a properly convened hearing) for the decision to be re-heard or changed;
  • The law provides for oversight of the SSAT's functions by allowing for appeals to the Administrative Appeals Tribunal. SSAT staff cannot provide advice as to whether you should or should not lodge an appeal. A party may wish to seek legal advice before deciding whether they wish to appeal (please refer to How to Appeal for organisations which may be able to provide assistance). Please note that there is a timeframe in which to lodge a notice of appeal and you may wish to contact the registry of the Administrative Appeals Tribunal for them to provide advice as to the process of lodgement of an appeal (please refer to Further Appeal Rights for details).