How to submit a complaint, suggestion or compliment
Your feedback is invaluable to us at the Department of Climate Change, Energy, the Environment and Water and helps us improve our services.
Your feedback is invaluable to us at the Department of Climate Change, Energy, the Environment and Water (DCCEEW). 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 |
|---|---|---|
| Biodiversity and Heritage Regulator | The NSW Biodiversity and Heritage Regulator (BHR) brings together regulatory functions including biodiversity conservation compliance, heritage regulation under the Heritage Act, wildlife licensing and management, and animal research ethics. | bhr.divsupport@dcceew.nsw.gov.au |
| Biodiversity Conservation Trust | 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. | info@bct.nsw.gov.au |
| Conservation, Planning and Offsets | The Conservation, Planning and Offsets division oversees a range of program areas in biodiversity stewardship, conservation, planning and the NSW biodiversity credits market. It also delivers reforms to improve landholder and proponent participation in the Biodiversity Offsets Scheme. | cpodivco@dcceew.nsw.gov.au |
| Conservation Programs | Conservation Programs is responsible for protecting the natural environment through programs and services in areas including coastal management, biodiversity, threatened species, and environmental water. | cp-divsupport@dcceew.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 and 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 Service | The National Parks and Wildlife Service is responsible for managing over 225 national parks and reserves, protecting natural landscapes and cultural heritage, and providing recreational opportunities to the public. | parks.feedback@environment.nsw.gov.au |
| Water Group | The 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 |