Our address is: 320 Pitt St, Sydney 2000.
Our postal address is: GPO Box 39, Sydney NSW 2001.
The more information you can provide, the easier it will be for us to assist with your enquiry. Fields marked an asterisk (*) are mandatory.
A full list of National Relay Service call numbers can be found on the National Relay Service website.
If you need help to translate this page in a language other than English, you can access a translating and interpreting service at the phone number below.
Call 13 14 50 and ask for an interpreter in your language and request to be connected to 1300 305 695i
i Local call cost from land line (fixed) telephones. Calls from mobiles will be charged at applicable rates.
The Department 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 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.
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:
The Department manages all complaints according to the following principles:
We will place information on the Department’s website showing customers how and where complaints can be made.
Our complaints management process will be open; friendly; flexible to meet the needs of the community; and accessible to everyone.
We will acknowledge and manage all complaints promptly and transparently.
We will address all complaints sensitively and in an objective, professional, and unbiased manner.
We will involve complainants in resolving their concerns.
We will handle all complaints confidentially to avoid prejudicing any investigation or the privacy of customers or staff members.
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:
Telephone, write or email us at:
Tel: 1300 305 695.
Postal address: GPO Box 39, Sydney NSW 2001.
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:
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.
The Department 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 must include the following details:
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 from delegation organisers for the Department can be submitted in the above Contact us form.
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Page last updated: 15/05/2019