- Our statutory objectives
- Our member and staff statutory obligations
- Our commitments to you
- Privacy and confidentiality
- How you can help us provide high quality service
- How to give us feedback
- How we manage complaints
The VRB is a specialist, independent tribunal that reviews decisions affecting veterans, current serving ADF members, and their families. The VRB is committed to providing a mechanism of review which is accessible, fair, just, informal, economical, economical and quick.
Our statutory objectives
We need to provide a process of review that:
- is accessible;
- is fair, just economical, informal and quick;
- is proportionate to the importance and complexity of the matter; and
- promotes public trust and confidence in the decision making of the VRB.
Our member and staff statutory obligations
Our staff are required to uphold the Australian Public Service Values and the Australian Public Service Code of Conduct.
Our members abide by the Standards of Conduct for Tribunal Members.
Our commitments to you
We will treat you with respect and courtesy
- We will be polite, respectful and courteous and use language that is clear and understandable.
Access to our registry staff and offices
- By telephone: Our staff will answer telephone questions from 9.00am to 5:00 pm on weekdays, except for national public holidays. You can contact us on 1800 550 460 from anywhere in Australia.
- In person: Please see our contact details.
We will deal with you fairly
- We are independent of the Repatriation Commission and Military Rehabilitation and Compensation Commission, who made your original decision. We will take a fresh look at the facts, law and policy that apply to your case.
- While we cannot give you legal advice, the ADTP Advocacy Register has information about advocates, who are free of charge and may be able to help you with your case.
- You or your representative will be given a reasonable opportunity to present your case and to access information or documents.
- We will provide you with reasons for how we arrived at the decision in your case.
We will operate in an efficient manner
- We will acknowledge receipt of applications.
- We will respond to enquiries within a reasonable time, generally within 3 business days.
Privacy and confidentiality
Hearings are held in private.
We will protect your personal information. We are bound by the Australian Privacy Principles set out in the Privacy Act 1988. Further information about how we handle personal information is available on our website.
How you can help us provide high quality service
You are required by law to assist the VRB. For an applicant, this means that you or your representative must use best endeavours to assist the VRB to fulfil its statutory objective (set out above).
So that we can meet our commitments, you will need to:
- comply and cooperate with any relevant practice directions or specific directions given by us
- let us know in advance if you need any assistance to participate effectively in proceedings
- take reasonable care for your own (and others) health and safety when at our premises and cooperate with any reasonable instruction, policy or procedure
- keep scheduled events unless it is not possible to do so, in which case you should contact us as soon as possible
- give us full and accurate information
- tell us promptly of any changes to your contact details
- be polite, respectful and courteous. We will restrict how we deal with people who are abusive or threatening to our staff or members.
How to give us feedback
We welcome your feedback as an opportunity to help improve our services. See our contact us link for the VRB’s email and address details if you are ready to leave feedback now.
Our service commitment is reviewed yearly. Your feedback contributes to the review.
How we manage complaints
Raising Concerns
If you have a concern, you don’t always need to make a formal complaint.
You can talk to any VRB staff member first—many issues can be sorted out on the spot.
If it’s not resolved, you can ask to speak with a local Registrar.
If you’re still not satisfied, you can make a formal complaint.
Making a Formal Complaint
How to complain
We prefer complaints in writing.
Send general complaints to - complaints@vrb.gov.au.
Send complaints about VRB member conduct to membercomplaints@vrb.gov.au.
What you need to tell us
To help us handle your complaint properly, please include:
- What your complaint is about
- Your name and connection to the VRB.
- When and where the issue happened.
- Names of people involved (if known).
- What steps you've already taken to resolve it.
- What outcome you’re seeking.
- Any supporting documents (emails, screenshots, letters, etc.).
Who Handles the Complaint
Formal complaints are usually dealt with in the first instance by a local Registrar.
If the complaint is about the conduct of a VRB member, it will be referred to the Principal Member and National Registrar.
We treat all complaints seriously and assess whether an investigation is needed.
Reviewing and Investigating
If we proceed to an investigation, it will be done confidentially.
If your complaint is about something outside of the VRB (like your dealings with the Department of Veterans’ Affairs), we’ll let you know that this is something we are unable to investigate.
Acknowledging and Timeframes
Usually, you will receive an acknowledgment of your correspondence within 5 working days. Unless your complaint is about member conduct, a local registrar will make a phone call to confirm receipt and clarify any details.
Most complaints are investigated and responded to within 30 working days. If we need longer, we’ll tell you why and give you a revised timeline.
Outcome and Follow-up
You’ll be told the outcome of your complaint once it’s been reviewed or investigated.
If the complaint involves a staff member or VRB member, they will also be informed of the result, where appropriate.
Complaints We May Not Respond To
We won’t respond to a complaint if:
- It’s abusive, threatening, or offensive.
- You keep repeating the same complaint even after we’ve addressed it.
- It’s not about something the VRB does or decides.
- It’s too vague for us to understand or act on.
- It’s about a matter that is still before the VRB or is under appeal to another tribunal, review body or court.
Unreasonable Behaviour
We expect respectful communication. We may stop responding if your conduct becomes unreasonable. This includes:
- Abusive or threatening language
- Repeated contacts (calls/emails) about the same topic in a short time
- Refusing to accept a decision and asking for the same thing repeatedly
- Harassing staff or using multiple identities to cause confusion or pressure
If this happens, we may:
- Limit how and when you can contact us
- Stop responding to repeated or abusive communications
What You Can Do
- We encourage you to bring up any concerns—just please do so clearly and respectfully.
- If you're not sure whether your concern is appropriate, please contact the VRB and ask to speak to a local Registrar who will be able to assist you.