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NSW Department of Planning, Industry and Environment
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Phone and address

Tel: 1300 305 695

Our address is: 320 Pitt St, Sydney 2000.

 

Our postal address is: GPO Box 39, Sydney NSW 2001.

 

Call 1300 305 695

 

Contact us online

Enquiries, compliments, complaints and general feedback submitted on this page should relate to the functions of the former Department of Planning and Environment only. If your enquiry relates to the functions of other former agencies who now form the new Department of Planning, Industry and Environment, these should be directed to their existing contact channels. If your enquiry relates to an alleged breach of a consent issued by the Minister (or delegate) please complete this form.

 

Please use the form below for enquiries.

 

If you have compliments, complaints, or general feedback, please use the Your Feedback widget.

 

Fields marked an asterisk (*) are mandatory.

 

 

Assistance for people who are deaf or have a hearing or speech impairment

A full list of National Relay Service call numbers can be found on the National Relay Service website.

Language assistance

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.

Media enquiries (Journalists Only)

Telephone: 02 9274 6128

 

Mobile: 0499 009 411

 

Email: media@dpie.nsw.gov.au.

 

Please note: the media line is provided ONLY for use by journalists and media outlets.

 

For non-media inquiries please call 1300 305 695.

Making a complaint

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.

 

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 or online or
  • verbally – on the telephone.

If you wish to make a complaint

Telephone, write or contact us online at:

 

Tel: 1300 305 695.

 

Postal address: GPO Box 39, Sydney NSW 2001.

 

Online: Using the 'Your Feedback' widget on the right hand side of this page. You can provide details of your complaint which will be sent to the right team for action.

 

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.

 

Visiting Delegations Guidelines

 

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

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 from delegation organisers for the Department can be submitted in the above Contact us form.

 

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Page last updated: 06/12/2019