Our commitment to you in resolving your dispute
Review and Dispute Resolution (RDR) is committed to improving your experience when dealing with us. Through the fair handling of disputes, we will improve your experience of the tax and superannuation systems. We recognise that when disputes are not managed well, the effects can be long-lasting and costly for everyone involved – not only in time, money and effort, but also emotional stress.
This ‘Service Commitment’ sets out the way RDR will manage and resolve disputes with you. In the context of this ‘Service Commitment’, a dispute refers to an objection, a review by the Administrative Appeals Tribunal (AAT) or an appeal to a Court.
What we do
When you have a dispute, RDR will:
- treat you fairly and with respect
- have early, direct and open contact with you, where we actively listen to and understand your view, taking into account any different perspectives regarding the application of the law and your circumstances
- deal with the issue in a timely manner, seeking to understand and accommodate any issues of commercial urgency where possible
- keep you or your representative informed of progress of your objection
- ensure we act objectively and exercise judgment to make decisions that provide fair and reasonable outcomes, all within the context of the rule of law
- discuss with you the options available to resolve or narrow the disagreement or dispute, including opportunities for settlement or alternative dispute resolution, such as in-house facilitation
- talk to you before making an adverse decision and explain our thinking, including any reasons for not accepting your contentions
- explain our obligations to act as a model litigant.
Information about Review and Dispute Resolution's commitment to improve your experience when handling your dispute, what they will do and related information.