Making a complaint

If you have a complaint about aircraft noise, you should first contact the Airservices Noise Complaints and Information Service (NCIS).

If they are unable to offer a satisfactory solution, you can then lodge a complaint electronically with the ANO, or write to us at:

Aircraft Noise Ombudsman
GPO Box 1985
Canberra City ACT 2601

Alternatively, call us on 1800 266 040 and we'll send you an information pack, including the complaint form.

Once you have submitted a complaint, it will go through our review process. Please note that anonymous complaints will not be considered.

Complaint submission guidelines

• Anyone can lodge a complaint with the ANO.
• You must have tried to resolve your complaint with Airservices Australia first.
• Your complaint must be in writing and must relate to Airservices Australia's provision of services such as:
  • how it handled your complaint or enquiry
  • how it consulted your community; or
  • how Airservices Australia presented information about aircraft noise.
• Your complaint must relate to issues arising since 1 January 2010.
• Focus on the main problems and facts.
• Be brief - you should provide enough details for the ANO to understand and review the problem but no more.
• If you have relevant supporting documents (such as correspondence between you and Airservices Australia), include copies with your complaint.
• Explain what happened when you tried to resolve your complaint with Airservices Australia and why you are not satisfied with the outcome.
• Give your full name and address, and be prepared to provide any additional information requested by the ANO.

Unhappy with the ANO's decision?

The ANO is committed to ensuring the best service and access for all applicants. The ANO:

• actively encourages feedback about how the ANO carries out its services;
• takes a client-focused approach to dealing with complaints about its services;
• accepts complaints about its services in writing;
• uses complaints about its services to improve business processes; and
• reports on complaints received and responded to by the ANO in regular reports to the Airservices Board.

If you disagree with the ANO's decision about your complaint, you can contact us to discuss your concerns.

However, if you remain dissatisfied you can ask the Commonwealth Ombudsman to review the decision.

The Commonwealth Ombudsman's review will consider:

• the process adopted by the ANO and whether it was fair and adequate to address the complaint issues you raised; and 
• the merit of the ANO's conclusions and whether they were properly explained to you.