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Complaints

If you have a complaint about civilian aircraft noise, you should first contact the Airservices Noise Complaints and Information Service (NCIS).

If you have a complaint about military aircraft noise, you should first contact Defence.

If they are unable to offer a satisfactory solution, and you have not been able to resolve your concerns directly with the agency, you can make a complaint to the ANO by filling out the online complaint form.

Alternatively, you can make a complaint by phone, email or mail.

Contact Us

Online Complaint Form


1800 266 040 (toll free)

ano@ano.gov.au


Aircraft Noise Ombudsman
GPO Box 1985
Canberra City ACT 2601

An information pack (including a complaint form) can be mailed or emailed to you on request.

Accessibilty services

If you are seeking to make a complaint and require an interpreter to speak with us, or you are assisting a speaker with limited English, the ANO can arrange access to a free interpreter service. The ANO uses the Australian Government Translating and Interpreting Service (TIS) translating services.  

For the ANO office to organise an interpreter, please email ano@ano.gov.au (preferred) or call 1800 266 040, to request an interpreter. In your request please include the language required and a preferred time for the ANO and interpreter to call you, between 9AM and 4PM Sydney time, weekdays. 


If you are a person who is d/Deaf or hard of hearing, or has impaired speech, the National Relay Service offers a range of options to assist you to connect. This includes the TTY (Speak and Read) service which is available by phoning 133 677.

Please read the information below before making a complaint. 

Anyone can make a complaint to the ANO.

You need to have made a reasonable effort to resolve your complaint with Airservices or Defence first. 

The ANO may decide not to review anonymous complaints.  We will endeavour to keep the identity of a complainant confidential if asked to do so.

We can review:

  • how Airservices or Defence handled your aircraft noise complaint or inquiry.
  • how Airservices or Defence consulted your community about recent changes in aircraft noise.
  • how aircraft noise information is presented by Airservices or Defence.

We can only consider issues raised after 1 January 2010 for Airservices and after 1 July 2014 for Defence.

The ANO does not have power to direct the Government or any agency.  The ANO does make recommendations and to date all ANO recommendations have been accepted and have been (or are being) acted on.

Before contacting us you must have made a reasonable effort to resolve your complaint with Airservices or Defence first.

We cannot:

  • review your complaint unless you have been to Airservices or Defence first.
  • review an investigation of a complaint that has been undertaken by the Commonwealth Ombudsman or another resolution scheme.
  • review a complaint about matters not relating to noise –
    for example: unsafe operations, customer service of airline staff.
  • review issues raised before 1 January 2010 for Airservices or before 1 July 2014 for Defence.

You can expect:

  • an independent review of your complaint.
  • careful, professional and courteous attention to your complaint.
  • a confidential, free, fair and timely review of your complaint.
  • a clear explanation of what we can and cannot do and the decisions we make.

To help us review your complaint please:

  • list the main problems and facts.
  • include enough information.
  • include copies of any letters or emails that may help us understand your complaint.
  • explain what happened when you tried to resolve your complaint with Airservices or Defence and why you are unhappy with the result.
  • be brief and focus on the main facts and problems.
  • give your full name and address.
  • tell us what you want to be done.

We will let you know that we have received your complaint and you will be given a complaint reference number. 

During the review of your complaint:

  • you may be asked for more information (by email, phone or mail) if needed.
  • Airservices or Defence may be asked to provide extra information or provide a response to the complaint. Any relevant details of your complaint will be sent to Airservices or Defence for their response.
  • if the complaint is a simple matter, we will let you know about the results of the review.
  • if the complaint is complicated and there are issues Airservices or Defence need to address, we may write a report (with recommendations if needed) which will be sent to the Board of Airservices. We will let you know the results of the review and the recommendations we make.
  • we will keep you updated about the progress of your complaint.

We try to respond to your complaint within 3 weeks.However it will depend on how complicated your complaint is and how much research we need to do. We will keep you updated about the progress of your complaint.

If you disagree with the ANO’s decision about your complaint, you can contact us to discuss your concerns.  However, if you are still dissatisfied you can ask the Commonwealth Ombudsman to review how we handled your complaint. – phone 1300 362 072 or online at www.ombudsman.gov.au

Complaint submission guidelines

  • Anyone can lodge a complaint with the ANO.
  • You must have tried to resolve your complaint with Airservices or Defence first.
  • Your complaint must relate to Airservices or Defence management of aircraft noise such as:
    • the handling of your complaint or enquiry;
    • consultation with your community; or
    • how information about aircraft noise is presented or distributed.
  • Your complaint must relate to issues arising since 1 January 2010 for Airservices or 1 July 2014 for Defence.
  • You should focus on the main problems and facts.
  • You should provide enough details for the ANO to understand and review the problem but no more.
  • If you have relevant supporting documents such as correspondence between you and Airservices or Defence, include copies with your complaint.
  • Explain what happened when you tried to resolve your complaint with Airservices or Defence and why you are not satisfied with the outcome.
  • Give your full name and address, and be prepared to provide any additional information requested by the ANO.

Privacy

Treatment of Personal Information will depend on the type and purpose of the Personal Information collected, but will always be used in a manner consistent with applicable Australian privacy laws.

If you would like to make an enquiry, comment or complaint about our handling of your personal information, please contact our Privacy Officer at privacy@airservicesaustralia.com.

For further information please see our Privacy Policy, or contact our Privacy Officer at privacy@airservicesaustralia.com.