Awaiting decision 0 5 38 Total number of appeals lodged 79 78 70 Historical appeals data is adjusted as outcomes are determined. This year we audited the number of appeals and outcomes during the past two resulting in minor adjustments to previously reported totals. Complaints about VCAT People can make a complaint by completing a complaint form and sending it to VCAT with supporting material. The complaint form is a statutory declaration which must be formally witnessed by a Justice of the Peace or other person authorised by section 107A of the Evidence (Miscellaneous Provisions) Act 1958. Complaints may be about: the quality of the service received from a VCAT member the conduct of VCAT registry and administrative staff the conduct of VCAT members/mediators VCAT’s processes or procedures our provision of services. We do not address complaints about: the merits of a case errors or mistakes in decisions, or other legal grounds. Complaints and information about them are confidential. We receive and manage complaints in accordance with the Privacy and Data Protection Act 2014. Complaints outcomes We investigate and decide whether a complaint is: dismissed the complaint raised issues that can only be decided by the Supreme Court, for example, – about the outcome or the manner in which a member conducted the hearing substantiated we take steps to fix the problem, when possible, or to make sure it will not happen – again unsubstantiated the complaint was not based in fact, or was without grounds. – Complaints outcomes 2016-17 Complaint about Dismissed Substantiated Unsubstantiated Pending 8 9 15 1 Member/mediator 0 3 2 0 Staff 1 21 34 2 Administrative process 66 1 42 0 Decision 1 0 32 0 Other 76 34 125 3 Total Type of complaint 2013-14 2014-15 2015-16 2016-17 Complaint about 163 108 67 33 Member/mediator 16 6 5 5
Awaiting decision 0 5 38 Total number of appeals lodged 79 78 70 Historical appeals data is adjusted as outcomes are determined. This year we audited the number of appeals and outcomes during the past two resulting in minor adjustments to previously reported totals. Complaints about VCAT People can make a complaint by completing a complaint form and sending it to VCAT with supporting material. The complaint form is a statutory declaration which must be formally witnessed by a Justice of the Peace or other person authorised by section 107A of the Evidence (Miscellaneous Provisions) Act 1958. Complaints may be about: the quality of the service received from a VCAT member the conduct of VCAT registry and administrative staff the conduct of VCAT members/mediators VCAT’s processes or procedures our provision of services. We do not address complaints about: the merits of a case errors or mistakes in decisions, or other legal grounds. Complaints and information about them are confidential. We receive and manage complaints in accordance with the Privacy and Data Protection Act 2014. Complaints outcomes We investigate and decide whether a complaint is: dismissed – the complaint raised issues that can only be decided by the Supreme Court, for example, about the outcome or the manner in which a member conducted the hearing substantiated – we take steps to fix the problem, when possible, or to make sure it will not happen again unsubstantiated – the complaint was not based in fact, or was without grounds. Complaints outcomes 2016-17 Complaint about Dismissed Substantiated Unsubstantiated Pending Member/mediator 8 9 15 1 Staff 0 3 2 0 Administrative process 1 21 34 2 Decision 66 1 42 0 Other 1 0 32 0 Total 76 34 125 3 Type of complaint Complaint about 2013-14 2014-15 2015-16 2016-17 Member/mediator 163 108 67 33 16 6 5 5
annual-report-2016-17_0.docx