Who are our customers?
- NSW landholders who have entered, or are considering entering, into a private land conservation agreement.
- Developers wishing to make payments into the Biodiversity Conservation Fund.
- Accredited ecological consultants.
- Government agencies and others participating in the Biodiversity Offset Scheme.
- People with an interest in what we do or who are impacted by our decisions.
Our customer promise
We are committed to providing respectful, responsive, professional, timely, and high-quality services to our customers.
Our customer service principles
We strive to:
- adhere to our Code of Ethics and Conduct and the NSW public service values of integrity, trust, service and accountability.
- provide services fairly, with a focus on customer needs.
- be flexible, innovative and reliable in our service delivery.
- build relationships based on mutual respect.
- listen, value your opinion and respond to what you tell us.
- provide easy access to information and services.
- keep you informed of progress with your application, tender, issue or enquiry.
- communicate accurately and clearly.
- be open and transparent.
- protect your personal or commercial-in-confidence information.
- provide informed expert advice and support services.
How we deliver our services
We have a range of methods for customers to contact us.
Phone us on 1300 992 688
- We aim to answer 75% of calls within the first 20 seconds.
- We respond to general enquiries within 10 working days.
- If you leave a voicemail, we will follow up within 2 working days.
- Our information line operates between 9am and 5pm, Monday to Friday.
Email us at info@bct.nsw.gov.au
- We acknowledge receipt of your enquiry
- We provide a reference number for follow-up
- We respond within 10 working days
Social media
- We respond to private messages within the same timeframe as other channels.
- We maintain a professional, honest, and respectful presence.
- We only repost information from reputable sources.
- We are open and responsive to concerns or constructive criticism.
Face-to-face
- We strive to accurately answer your questions or refer you to the relevant expert.
- We follow up on any commitments made.
If you enter a conservation agreement
We will:
- provide practical and technical support, or direct you to it
- help you understand the conservation assets and obligations of your agreement
- offer advice on implementing conservation management actions
- ensure you're aware of financial support options
- connect you with ecologists and landholder support staff
- link you with local conservation groups and landholders
- invite you to local workshops and field days
- share updates and opportunities through regular newsletters.
If you pay into the Biodiversity Conservation Fund
See our page on paying into the fund.
If you want to enter into a Biodiversity Stewardship Agreement (BSA)
Visit the Environment and Heritage website to apply for a BSA or learn about the market.
Feedback and complaints
Your feedback helps us improve. We take a people-focused, proactive and timely approach to managing feedback and complaints. All complaints are taken seriously, handled fairly, and remain confidential.
If you wish to make a complaint, you can assist us by:
- providing timely, complete and accurate information
- advising us if matters are urgent or time-sensitive
- being courteous and respectful
- communicating clearly.
We have a zero-tolerance approach to bullying, offensive language, racism, sexism or other inappropriate behaviour.
Should you prefer to raise your concern with an independent authority, the NSW Biodiversity Conservation Trust is accountable to the Minister for the Environment. Depending on the issue, alternative authorities may include the NSW Ombudsman, ICAC or the NSW Audit Office.