Our commitment to you

VCAT's purpose is to provide Victorians with a low cost, accessible, efficient and independent tribunal delivering high quality dispute resolution processes, including through alternative dispute resolution.

Our service commitment

We aim for service excellence by being: approachable, responsive, accessible, informal, timely, fair, impartial, consistent, professional and efficient.

What to expect when you contact VCAT

When you contact VCAT you can expect:

  • answers to your queries about whether VCAT can assist with your case or dispute
  • information about VCAT processes
  • guidance about appropriate forms, fees and sources of further information
  • assistance with application forms
  • referral to appropriate contacts for other agencies relevant to your enquiry.

Our aims when you contact us

We aim to:

  • respond to your enquiry promptly
  • greet you in a polite and courteous way
  • deal with your enquiry professionally
  • provide you with clear and accurate information.

Your rights when you contact us

We respect your right to:

  • fair and helpful assistance, including appropriate arrangements for people with disabilities, special access needs or cultural requirements
  • an interpreter if necessary
  • respectful and equitable treatment in accordance with the Charter of Human Rights and responsibilities
  • a fair and just mediation and/or hearing in a safe environment
  • timely decisions.

How you can help us provide high quality service

To assist us provide high quality service to you we ask that you:

  • provide us with complete and accurate information
  • comply with any directions or orders that are issued about your case or dispute
  • treat staff, members and other parties with respect and courtesy
  • understand that we cannot give you legal advice about your case, what to say in your hearing or speak to a member on your behalf.

Feedback and complaints

VCAT welcomes your feedback as an opportunity to help improve our services. See our Feedback and complaints page for more information, or go to our Contact us page for VCAT's email and address details if you are ready to leave feedback now.

The VCAT service commitment will be reviewed in 2017. Your feedback will contribute to the review.

Customer survey

In 2016 we conducted a survey of our customers to:

  • measure satisfaction with our services
  • better understand our customers and their needs
  • identify service improvements that will respond to customers' needs.

We achieved an overall satisfaction rate of 85 per cent.

In response to customer feedback, we intend to focus our service improvements in four key areas:

  • accessibility of information
  • efficiency of VCAT processes
  • improving language support
  • vulnerable and disadvantaged customers.

The survey will be conducted annually and the results will be reported in our Annual Report.

 View the 2016 customer survey results.