Give feedback or make a complaint
Local Land Services encourages our customers to provide feedback on our services. You can use the online form or contact your LLS team to make a suggestion, send a compliment, or lodge a complaint.
Local Land Services is committed to providing high-quality customer service, along with useful information, resources, and support.
Your feedback helps us understand what we’re doing well and where we can improve, so we can continue to deliver better services to our community.
You can use this online form to make a suggestion, send a compliment, or lodge a complaint.
Give feedback online
Other ways to give feedback
You can also:
- email your regional LLS office – email addresses are listed on our contact us page
- call us on 1300 795 299
- speak with staff at any Local Land Services office
- write to your local office
- scan the MyView survey QR code in one of our offices.
Information to include when making a complaint
If you email or speak directly to staff, please state that you are making a complaint.
To help us take action to address your complaint, please tell us:
- what happened – describe the issue clearly and in detail
- when and where – include dates and locations
- who was involved – list names or roles if known.
Clearly explain your main concern and what outcome you would like to see.
Make sure the information you provide is factually correct.
Frequently asked questions
You can remain anonymous if you like. If making your complaint directly to an LLS staff member, please let them know that you do not want to be identified. If using the online form, we will not be able to respond to your complaint if you choose not to provide your contact details.
When making a complaint, Local Land Services staff will observe the NSW Government’s 6 commitments for effective complaint handling:
- respectful treatment
- information and accessibility
- good communication
- taking ownership
- timeliness
- transparency.
Any information you provide will be reviewed and assigned to an appropriate staff member to ensure your complaint is handled correctly, or your feedback passed on to the correct team. Our staff will try to resolve the issue as quickly as possible. More complex issues may be escalated to a senior staff member who will provide updates as they work towards a resolution.
If you have asked us to respond to your feedback, our staff may call you on the phone number you have provided. Calls from the Local Land Services customer service team will show a caller ID of 02 9228 2802.
Local Land Services staff can resolve most complaints quickly. Some complaints will require additional time and resources. If your complaint requires escalation, we will provide an estimated timeframe for your complaint to be resolved.
All complaints will be acknowledged within 5 working days, and most should be resolved within 30 working days.
Your personal information will be treated confidentially and is protected under Federal and State legislation, such as the Privacy and Personal Information Protection Act 1998.
The information that you provide on Local Land Services or its staff will be used for further analysis and to improve the services we provide and how we deliver them
If you are unhappy with the outcome of your complaint, you can request a review of your case. Please contact the staff member who has been handling your complaint and let them know you would like a review.
Contact Local Land Services NSW
Our team welcome your enquiries, feedback and comments.
Local Land Services is moving to nsw.gov.au. During the change, you might find the information you are looking for at lls.nsw.gov.au