Respectful behaviour

Your responsibilities at NCAT

We are committed to being courteous, respectful and helpful. NCAT strives to deliver high-quality services to everyone in a safe environment.

We ask that you behave respectfully towards Tribunal Members and Registry staff. We expect you to treat us as you would like to be treated.

Respectful behaviour includes:

• Communicating your needs without disrespecting, yelling or making threatening comments
• Listening so that Tribunal Members in the hearing room or Registry staff at the counter or over the phone can help you with your enquiry
• Not filming, audio recording, posting on social media or photographing Registry staff or Tribunal Members.
  
  

Find out more about how we can and cannot assist.

In the hearing room

The hearing room is where NCAT hears and decides cases. It is important that everyone in the hearing room is respectful and polite.

When you are in a hearing room:

• Switch your mobile phone off or to silent
• If you are a party, avoid talking unless it is your turn to speak
• If you are an observer and are watching the hearing, do not talk, comment or make noise
• Do not record any part of the hearing, take photos or make audio or video recordings.

Learn more about what to expect on the hearing day.

Unacceptable behaviour

Unacceptable behaviour is anything that raises safety or health concerns for Tribunal Members, Registry staff and people using our services. This can be a single incident or a pattern of behaviour due to its nature or frequency.

Types of unacceptable behaviour

Unacceptable behaviour can occur in person, over the telephone, online or in correspondence. It may include:

• anger, aggression, verbally abusive racist or defamatory remarks
• harassment, intimidation or threats of physical violence
• making unreasonable demands or arguments.

Examples of unacceptable behaviour may include (but is not limited to):

• Repeatedly demanding a review of your case and insisting on an outcome that is not possible
• Demanding to speak with a Tribunal Member when you have been advised this is not appropriate
• Harassing a Tribunal Member or Registry staff in person, by phone or online
• Creating an online presence with inappropriate comments about a Tribunal Member or Registry staff. This may include:
  • Posting derogatory or offensive comments about a Tribunal Member or Registry staff on social media platforms e.g. Facebook, X (formerly Twitter) or Instagram
  • Leaving negative and inappropriate reviews about Tribunal  Members or Registry staff on websites e.g Google reviews
  • Creating a personal website or blog dedicated to criticising or mocking Tribunal Members or Registry staff.

How we respond to unacceptable behaviour

NCAT Registry staff will advise the person displaying unreasonable behaviour that the behaviour will not be tolerated and that it is obstructing the provision of information or services.

NCAT Registry staff have the right to decline service in response to continued unacceptable behaviour. This may mean that:

• A person displaying unreasonable behaviour will be asked to leave NCAT’s premises.
• Registry staff may warn that a phone call will be ended if aggressive or threatening communication continues and will end the call if needed.
• Sheriff’s Officers will be notified if:
  • the unreasonable behaviour continues
  • Tribunal Members or Registry staff are concerned for their safety and the safety of others, or where there are threats of incidents of violence.

Warning letters

If the unacceptable behaviour of a person using our services continues the NCAT Registry may issue the person with a warning letter.

The warning letter may place restrictions on how Registry services are provided in any future interactions with NCAT.

Complaints

Find out how NCAT manages and deals with complaints.

•  NCAT Complaint Policy (PDF, 172.8 KB)
• 'Complaints about NCAT' ​​​fact sheet (PDF, 106.9 KB)