What type of complaints can you make?
You can submit a Conduct Complaint about the actions, behaviour, or service of a SAT judicial member, non-judicial member, or staff member, including:
- Rude, dismissive, or disrespectful behaviour.
- Inappropriate behaviour or conduct.
- Refusal to provide basic procedural assistance.
You cannot submit a complaint:
- To change or appeal a SAT decision.
- To change the member who is listed to deal with your matter.
- To complain about the legal outcome of a case.
Location/Jurisdiction: SAT can only deal with specific matters as set out in the laws of Western Australia.
Time limits: There is no specified time limit for submitting a Conduct Complaint, but you are encouraged to do so as soon as possible.
Discretion: SAT may dismiss a complaint if it is lacking in substance, made in bad faith, or would be more appropriately dealt with by another department or agency.
Who can you make a complaint against?
You can complain to SAT about the conduct of:
- Judicial Members: President and Deputy Presidents of SAT.
- Non-Judicial Members: a person appointed to hear and decide a SAT matter (often during a hearing).
- Administrative staff members.
Are you eligible to make a complaint?
Anyone can submit a Conduct Complaint.
What can this body do to help?
For Conduct Complaints against administrative staff, SAT may:
- Provide an explanation clarifying any misunderstanding of SAT’s operations.
- Provide an apology for any mistakes or oversight.
- Take action to prevent repeat conduct.
- Review and if appropriate change SAT’s process and procedures.
- Refer the staff member for disciplinary action.
- Provide information on external organisations who may be better ablet to assist you.
- Take no action where the complaint is found to be unsubstantiated.
For Conduct Complaints against Non-judicial Members, SAT may:
- Take appropriate action if there has been a breach of the Code by which all SAT Members must abide.
- Suspend a non-judicial member where misconduct is found.
- Decide no further action is required.
How to prepare your complaint:
When making a complaint, include as much clear information as possible.
Personal details: Include your name, address, and phone number.
What happened/Relevant Facts: Give details such as:
- Date and time of the incident.
- Location of the incident.
- Name of the Tribunal Member or Staff member you are complaining about.
- Your case number and the parties involved, if applicable.
- A clear description of what happened.
What NOT to include: Do not include any false or misleading statements.
Lodging your complaint and next steps:
Complaints about administrative staff must be submitted in writing using the Complaints Form:
Complaints about non-judicial SAT members must be submitted in writing and addressed to the President of the Tribunal, or via the Complaints Form.
- Postal Address: GPO Box U1991, Perth 6845
What happens next: Your complaint will be acknowledged in writing and reviewed. Staff conduct complaints may be referred to a senior staff member for investigation, Complaints against non-judicial staff are referred directly to the President of the Tribunal. You will be informed of the outcome of any investigation in writing.
Other things to know:
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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