an independent review system that is fair, just, economical, informal and efficient;
staff that will answer questions and accept and process appeals and submissions;
information on organisations and services that may assist with compiling an appeal;
an accessible service, by holding meetings in a range of metropolitan and non-metropolitan settings;
a written explanation of the Minister's decision;
an Internet site to make information widely available and accessible; and
a commitment to conduct business with all customers in a courteous, confidential and timely manner.
Appellant service standards
For appellants, the Appeals Convenor is committed to:
accept appeals in the way most convenient to the appellant, including by fax or e-mail (note all appeals must be signed);
register appeals as soon as possible after they are received;
schedule a meeting date with appellants as soon as possible;
conduct meetings in a face to face situation wherever possible. (Appeals involving disputes in country areas may have the meeting in their area depending on the nature of the issues. Sometimes it may be more convenient to liaise by telephone);
assist the appellant to obtain copies of the papers relevant to the appeal subject to third party agreement where necessary (eg licence conditions, EPA Reports);
hold a meeting/discussions in a manner that ensures the appellant has every opportunity to fully explain their case;
assist with mediation and negotiation; and
notify the appellant in writing of the outcome of the appeal within three days of the Minister making the determination.
Note: from 15 April 2009, the names of appellants will no longer be withheld from proponents during the appeal investigation process. An appellant may by letter to the Appeals Convenor request that their name be withheld pending the determination of appeals, setting out the reasons for the request (e.g. disclosure of name may prejudice employment).
Proponent service standards
For proponents, the Appeals Convenor is committed to:
notify the proponent as soon as possible that an appeal has been lodged against their proposal;
provide the proponent with copies of the appeals;
invite the proponent to reply and respond to the issues raised in the appeal;
organise mediation and negotiation to resolve the issues if possible; and
notify the proponent in writing of the outcome of the appeal within three days of the Minister making the determination.