- Our service commitment
- What to expect when you contact the VRB
- Your rights
- How you can help us provide excellent service
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.
We aim for service excellence by being:
- When you contact the VRB you can expect:
- to be greeted in a polite and courteous way
- a dedicated Client Service Officer to manage your application
- answers to your queries from 8:30 am to 5:00 pm on working days
- accurate information about VRB processes
The VRB respects your right to:
- fair and helpful assistance, including appropriate arrangements for people with special access needs;
- be represented in your proceedings;
- a fair and just ADR event and/or hearing;
- timely decisions either orally or in writing.
To assist the VRB to provide high quality service to you we ask that you:
- participate in your hearing
- keep hearing or other appointments, or tell us beforehand if you cannot keep an appointment
- provide us with complete and accurate information
- comply with any directions about your application
- treat staff, members and other parties with respect and courtesy
- understand that we cannot give you legal advice about your application
The VRB welcomes your feedback as it provides an opportunity to improve our service. Our service commitment is regularly reviewed, and your feedback can be provided by emailing firstname.lastname@example.org
Comments on our service
We value your feedback on the quality of our services as it allows us to understand what is working well and where improvements can be made. You can provide feedback by emailing email@example.com
How to make a complaint
If you are not satisfied with our service; or a delay or failure in meeting our service commitments you can make a complaint directly to us.
Where possible, raise the problem first with a member of staff either in person, by telephone or by email. We may be able to resolve the issue quickly and effectively at that point.
If it cannot be resolved, you can make a complaint by sending an email to: firstname.lastname@example.org
To enable us to properly investigate your complaint, please give as much information as possible, including:
- your name and contact details (postal address, email and telephone number)
- if applicable, your application number;
- why you were unhappy with our service
- details of what occurred
- what action or result you want
Complaints can also be sent to us by post or fax addressed to the National Registry:
Executive Assistant to the Principal Member
Level 2, Building B
280 Elizabeth Street
Surry Hills NSW 2010
Fax: (02) 9211 3074
It is important to understand that you cannot complain to us about a VRB decision. If you are not happy with the review outcome, you may have a right to apply for a further review, or to appeal to a court.
How long will it take to resolve a complaint?
If you make a complaint, we will aim to respond within 28 working days. If your complaint is complex it may take longer to resolve.
If you are still not satisfied
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 VRB decision.
For more information, visit the Ombudsman’s website.