Complaints and feedback

Complaints

NSW Department of Primary Industries (NSW DPI) aims to maintain and improve the quality of the services we provide by identifying, addressing and resolving complaints promptly.

How to make a formal complaint

If you have a concern or complaint relating to NSW DPI which cannot be resolved by frontline staff, please:

• send an email to complaints@dpi.nsw.gov.au;
  or
• post your correspondence to Complaints, NSW DPI, PO Box 21, Cronulla NSW 2230;
  or
• fax your correspondence to Complaints, NSW DPI, 02 9527 8458.

Information you need to include

Please include the following information in your correspondence:

• Your name.
• Your contact details.
• A short summary of the issue, including any actions by NSW DPI relevant to your complaint.
• The names (if known) of any NSW DPI staff members involved in the issue.
• The action you are seeking in order to resolve the complaint, and the desired outcome - it is important that you explain this as clearly as possible, to ensure there are no misunderstandings.
• Any attachments (email attachments, photocopies or faxed documents) that may be of relevance to the issue.

Acknowledgment of receipt of complaint

An acknowledgment of receipt will be issued within two working days from the time a formally submitted complaint is received.

Anonymous complaints

Anonymous complaints will be investigated where sufficient detail is provided to substantiate a valid complaint. However, any investigation may be hampered by our inability to seek further information and details. Also, it is not possible to issue advice on outcomes to a complainant when no contact details have been provided.

Further information

Further information can be obtained from:

Corporate Projects Manager
PO Box 21, Cronulla NSW 2230
Email: complaints@dpi.nsw.gov.au
Ph: 02 9527 8453
Fax: 02 9527 8458