How to submit a complaint, suggestion or compliment
Your feedback is invaluable to us and helps us improve our services.
Your feedback is invaluable to us at the Department of Climate Change, Energy, the Environment and Water. Whether you have a complaint, a suggestion or a compliment, we want to hear from you. Your input helps us improve our services and better serve our community.
What can I provide feedback about?
You can provide feedback on:
- the quality, timeliness, or standard of services provided
- decisions or actions taken by staff
- conduct or behaviour of staff members
- failure to provide a service or meet expected standards
- unfair treatment or lack of access to services.
What to include
When submitting a complaint, please include:
- a brief description of your concern and what happened
- the person, agency, or area of DCCEEW involved
- relevant dates, locations, and any reference numbers
- what you would like us to do to resolve your complaint
- your contact details: name, postal address, and phone number
- if you prefer your complaint to be handled confidentially
Please note that while we can handle your complaint confidentially, this may limit our ability to fully investigate or resolve your concerns. If this is the case, we will contact you to discuss the issue before proceeding.
Response time
We aim to acknowledge your feedback within 3 business days and provide a response to your complaint within 21 business days. For serious or complex complaints, it may take longer. If there is a significant delay, we will inform you and provide an estimated timeframe for our response.
Our commitment to handling complaints
The department is committed to effective complaint management. Our External Service-Related Complaints policy outlines our approach and can be requested by contacting Corporate Governance.
How to submit your complaint or feedback
To make a complaint or provide feedback, please select one of the following agencies:
| Agency | About | Contact |
|---|---|---|
| BCT | The NSW Biodiversity Conservation Trust (BCT) supports private land conservation across NSW by partnering with landholders to protect and manage biodiversity through agreements and funding programs. | BCT website |
| Compliance and Licensing | Responsible for adherence to regulations, supporting program delivery, managing the Kangaroo Management Program and oversees ethical animal research. | compliance.licensing@environment.nsw.gov.au |
| Dam Safety | Dams Safety NSW was established under the Dams Safety Act 2015 as an independent, transparent and effective regulator responsible for ensuring dam owners manage the safety of declared dams in the state. | info@damsafety.nsw.gov.au |
| Energy, Climate Change & Sustainability | Responsible for leading strategic policy, programs and major initiatives on climate change, renewable energy, energy reliability and affordability, and environmental sustainability. | hello@environment.nsw.gov.au |
| Heritage | Heritage is responsible for protecting and preserving the state's cultural and natural heritage for future generations. | heritagemailbox@environment.nsw.gov.au |
| Lord Howe Island Board | Lord Howe Island Board is responsible for the care, control, and management of the island and the affairs and trade of the island. It is also responsible for the care, improvement, and welfare of the island residents. | executive@lhib.nsw.gov.au |
| Natural Resource Access Regulator | The Natural Resource Access Regulator is responsible for overseeing the enforcement of water management laws in NSW. | nrar.enquiries@nrar.nsw.gov.au |
| National Parks and Wildlife Services | National Parks and Wildlife Service is responsible for managing over 225 national parks and reserves, protecting natural landscapes, cultural heritage, and providing recreational opportunities to the public. | parks.feedback@environment.nsw.gov.au |
Planning, Offset & Threatened Species & Ecosystems (POTSE)
| The Planning, Offsets, Threatened Species and Ecosystems division leads implementation of the Biodiversity Offsets Scheme and a range of initiatives to improve the operation of the biodiversity credits market in NSW, and delivers programs for ecosystems and threatened species conservation. | potse@dcceew.nsw.gov.au |
| Regional Delivery | Regional Delivery is responsible for protecting the natural environment through various programs and services. They also support coastal management, biodiversity, flooding matters and compliance efforts. | rd-divsupport@environment.nsw.gov.au |
| Water Group | Water Group is responsible for the strategic management of water to support environments, economies and communities. | water.enquiries@dcceew.nsw.gov.au |
| Other | If you are unsure of the appropriate area for your complaint or if it relates to the department as a whole. | complaints-dcceew@dcceew.nsw.gov.au |