SCTS Tribunals Users Charter

Our Purpose

The Purpose of Tribunals Operations is to provide administrative support to the Scottish Tribunals

What to Expect From Us

• We will treat everyone fairly irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Further information is available in our “Mainstreaming Equality Report” available on our website.
• We will always identify ourselves.
• We will treat you with respect, be polite and helpful at all times.
• We will ensure we follow the correct process.
• We will explain what to do if you are not satisfied with how you were treated.
• We will protect your personal information.
• We will acknowledge when errors occur and rectify them.

We aim to...

• Clearly explain our processes and procedures.
• Provide an efficient and effective service.
• Investigate errors and use your feedback to improve our service to all our users.
• Be impartial, fair and treat all users equally.
• Engage with our users and stakeholders through easily accessible forums that aim to improve the quality of our service.

Keeping you informed...

• We will respond to all requests.
• We will explain clearly the different methods you can use to contact us.
• We will acknowledge any complaints regarding the administration of your case in line with the timescales set out in the SCTS Complaints Handling Procedure

What we expect from tribunal users...

• Please treat our staff with respect.
• Please keep us informed of any changes to your circumstances.
• Please be on time for tribunal hearings and appointments.
• Please provide us with accurate and complete information to enable us to process your application, correspondence or enquiry efficiently.
• Please be prepared to participate in a test ahead of your digital hearing where applicable