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Phone and address

Tel: 1300 305 695

 

The Department’s Information Centre is open to the public Monday to Friday from 9.00am to 5.00pm. Our address is: Level 22, 320 Pitt St, Sydney 2000. Please see reception on the Ground Floor to visit.

 

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Media enquiries

 

Tel: (02) 9274 6128
Email: mediaunit@planning.nsw.gov.au

The Department of Planning and Environment takes a people-focused, proactive, and timely approach to managing feedback and complaints.

 

We are committed to providing an open and accessible process for everyone so that we can be accountable to the community we serve.

 

Feedback and complaints from the public are a valued and legitimate part of the relationship between the Department of Planning and Environment and our customers.

 

They provide us with opportunities to improve our services, and are an essential component of an open and transparent planning system.


The Department treats all complaints seriously and expects all staff members to be fair, effective, and efficient in all their dealings with our customers.

What is a complaint? 

An expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

 

Complaints do not include:  

  • decisions subject to other review processes; 
  • decisions not subject to Departmental control; 
  • feedback on the quality or delivery of our business or the conduct of our staff, which do not explicitly, implicitly, or legally require a response; 
  • responses to public consultations; 
  • staff grievances; 
  • public interest disclosures or protected disclosures by staff; 
  • complaints about breaches of the Code of Ethics and Conduct; 
  • service requests from members of the public; or 
  • requests for information.  


The Department manages all complaints according to the following principles:

Visibility

We will place information on the Department’s website showing customers how and where complaints can be made.

Accessibility

Our complaints management process will be open; friendly; flexible to meet the needs of the community; and accessible to everyone.

Responsiveness and timeliness

We will acknowledge and manage all complaints promptly and transparently.

Objectivity and fairness

We will address all complaints sensitively and in an objective, professional, and unbiased manner.

Participation

We will involve complainants in resolving their concerns.

Confidentiality

We will handle all complaints confidentially to avoid prejudicing any investigation or the privacy of customers or staff members.

Improvement and service excellence

We will use the outcomes of feedback and complaints to improve the Department’s processes and deliver excellent customer service.

The Department wants to hear about it.

 

You should first try to resolve the issue with the staff member you are dealing with, as it may be something that can be resolved quickly and easily.

 

If you aren’t satisfied, you are welcome to speak to that staff member’s manager.

 

If you would like to make a more formal complaint, you can do so:  

  • in writing - by letter, e-mail, or fax; or
  • verbally - on the telephone, or through the Information Centre.  

If you wish to make a complaint: write, email or telephone us at:


Post: GPO Box  39, Sydney NSW 2001

Email: information@planning.nsw.gov.au

Tel: 1300 305 695


Complaints made in this way will be recorded in the Department’s Complaints Register, and will be allocated to the appropriate level for investigation and response.

 

If you are not satisfied with a response, you can ask for the issue to be considered by a more senior officer.

 

If still not satisfied, the Chief Financial and Operating Officer can carry out an internal investigation.

At any time, a customer can complain to external bodies such as the Independent Commission Against Corruption (ICAC), the Ombudsman, or the Audit Office of NSW.

 

If you have allegations of corrupt conduct, misconduct, or serious waste of resources, the Department encourages you to approach these organisations directly. 

The Department will make every reasonable effort to:

  • understand all the relevant circumstances and information surrounding your complaint; and 
  • ensure that the level of inquiry is commensurate 
    with the seriousness, frequency of occurrence, and severity of the complaint.  

Complaints will be acknowledged upon receipt and will usually receive a response within 21 working days.

 

If this is not possible, the customer will be contacted and advised on progress with the complaint and the likely response timeline. 

Complaints will be handled confidentially to avoid prejudicing any investigation or anyone’s privacy.

 

The privacy of the customer and any staff member(s) who are the subject of complaint will be respected and preserved.

 

Although personally identifying information concerning the customer may be made available where needed, this will only be for the purposes of addressing the complaint within the Department.

 

All information relating to the complaint and the customer will be actively protected from disclosure, unless the customer has expressly consented to its release.  

Customers who:  

  • have fully exhausted their review options (including reviews by external agencies); 
  • make unreasonable demands on staff or resources; or 
  • are rude, angry, harassing, or aggressive towards staff members or others

may be managed under different administrative arrangements, and may have their ability to contact the Department restricted. 

The Department of Planning & Environment (DP&E) welcomes the opportunity to exchange information and ideas with visiting delegations from overseas organisations and governments where possible. So we can accommodate visits and make our people available, you should make your request in writing and at least four (4) weeks in advance.

 

Overseas delegations should contact their country’s Consulate in NSW (or Australian trade representative where there is none) and accompany their request with a letter or email of endorsement.

 

All local or interstate requests must be accompanied by an official letter of request from either the relevant government agency or private company that is sponsoring the visit.

Official letters of request

Official letters of request must include the following details:

  • Confirmed date of delegation visit. 
  • Where the delegation is from. 
  • Delegates names. 
  • Delegates titles. 
  • Purpose of visit. 
  • Specific key areas of interest within DP&E. 
  • Whether an interpreter will be accompanying the delegation.

 

Visit requests are subject to DP&E having the available resources to meet with the delegation at the requested time.

 

DP&E is not responsible for providing transport to and from the Department or accommodation arrangements. These arrangements and costs are to be met by the visiting delegation.

 

Requests by delegations to visit DP&E should be emailed to information@planning.nsw.gov.au.

 

Any further enquiries should be directed to:
Jarrad Clark
Ministerial Liaison Officer
Department of Planning & Environment
PO Box 39
Sydney NSW 2001
AUSTRALIA

Page last updated: 04/04/2017