Making a complaint

If you have a complaint about civilian aircraft noise, you should first contact the Airservices Noise Complaints and Information Service (NCIS) on 1800 802 584 or ncis@airservicesaustralia.com.

If you have a complaint about Defence aircraft noise, you should first call 1300 DEFENCE (1300 333 362) and ask to be connected to your nearest base. Further information can be found at www.defence.gov.au/aircraftnoise/contactus.asp

If they are unable to offer a satisfactory solution, and you have not been able to resolve your concerns directly with the agency, you can make a complaint to the ANO by filling out the online complaint form

Alternatively, you can make a complaint by phone, email or mail.

online Online complaint form
phone 1800 266 040 (toll free)
email ano@ano.gov.au
mail Aircraft Noise Ombudsman
GPO Box 1985
Canberra  ACT  2601

An information pack (including a complaint form) can be mailed or emailed to you on request. 

If you are reading this on behalf of a non-English speaking person they can speak to us using a free interpreter service.  Phone the Australian Government Translating and Interpreting Service (TIS) on 131 450 to arrange a translator.

Please read the information below before making a complaint. 

Who can complain?
What can the ANO do?
What the ANO cannot do
What to expect from the ANO
What information do you need to include?
What happens next?
How long will it take?
Unhappy with our decision?
Privacy

Who can complain to the ANO?

Anyone can make a complaint to the ANO.

You need to have made a reasonable effort to resolve your complaint with Airservices or Defence first. 

The ANO may decide not to review anonymous complaints.  We will endeavour to keep the identity of a complainant confidential if asked to do so.

What can the ANO do?

We can review:

how Airservices or Defence handled your aircraft noise complaint or inquiry
how Airservices or Defence consulted your community about recent changes in aircraft noise
how aircraft noise information is presented by Airservices or Defence

We can only consider issues raised after 1 January 2010 for Airservices and after 1 July 2014 for Defence.

The ANO does not have power to direct the Government or any agency.  The ANO does make recommendations and to date all ANO recommendations have been accepted and have been (or are being) acted on.

What the ANO cannot do

Before contacting us you must have made a reasonable effort to resolve your complaint with Airservices or Defence first.

We cannot:

review your complaint unless you have been to Airservices or Defence first

review an investigation of a complaint that has been undertaken by the
Commonwealth Ombudsman or another resolution scheme
review a complaint about matters not relating to noise –
for example: unsafe operations, customer service of airline staff.
review issues raised before 1 January 2010 for Airservices or before 1 July 2014 for Defence.

What to expect from the ANO

You can expect:

an independent review of your complaint
careful, professional and courteous attention to your complaint
a confidential, free, fair and timely review of your complaint
a clear explanation of what we can and cannot do and the decisions we make.

What information do you need to include?

To help us review your complaint please:

list the main problems and facts
include enough information
include copies of any letters or emails that may help us understand your complaint
explain what happened when you tried to resolve your complaint with Airservices
or Defence and why you are unhappy with the result
be brief and focus on the main facts and problems
give your full name and address
tell us what you want to be done.

We will let you know that we have received your complaint and you will be given a complaint reference number

During the review of your complaint:

you may be asked for more information (by email, phone or mail) if needed
Airservices or Defence may be asked to provide extra information or provide a response to the complaint. 
Any relevant details of your complaint will be sent to Airservices or Defence for their response.
if the complaint is a simple matter, we will let you know about the results of the review
if the complaint is complicated and there are issues Airservices or Defence need to address,
we may write a report (with recommendations if needed) which will be sent to the Board of Airservices. 
We will let you know the results of the review and the recommendations we make.
we will keep you updated about the progress of your complaint.

How long will it take?

We try to respond to your complaint within 3 weeks.However it will depend on how complicated your complaint is and how much research we need to do.   We will keep you updated about the progress of your complaint.

Unhappy with our decision?

If you disagree with the ANO’s decision about your complaint, you can contact us to discuss your concerns.  However, if you are still dissatisfied you can ask the Commonwealth Ombudsman to review how we handled your complaint. – phone 1300 362 072 or online at www.ombudsman.gov.au

Complaint submission guidelines

Privacy

Treatment of Personal Information will depend on the type and purpose of the Personal Information collected, but will always be used in a manner consistent with applicable Australian privacy laws.

As part of the complaint review process any Personal Information you provide may be provided to a third party including, but not limited to, Airservices or Defence, airport operators and other government agencies, unless you clearly tell us that you do not want these details disclosed.If you do not want us to disclose your identity we may not be able to review your complaint.

Contact us

Online Complaint form
Email ano@ano.gov.au
Mail Aircraft Noise Ombudsman
GPO Box 1985
Canberra City ACT 2601
Phone 1800 266 040
Last Updated: July 24, 2015