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.
An information pack (including a complaint form) can be mailed or emailed to you on request.
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 email@example.com (preferred) or call 1800 266 040, to request an interpreter. In your please include the language required and a preferred time for the ANO and interpreter to call you, between 9AM and 4PM Sydney time, weekdays.
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:
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.
You can expect:
To help us review your complaint please:
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:
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
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 firstname.lastname@example.org.