Complaints about EPA staff

EPA staff must conduct their activities in accordance with Government policies and the highest standards of ethical conduct. If you are not happy with the behaviour or conduct of an EPA officer, you can make a complaint.

The EPA is the leading environmental regulator in NSW and partners with business, government and the public to protect the health of the community and the environment. EPA staff are expected to conduct their activities in accordance with the EPA Code of Ethics and Conduct (PDF 260KB) and other relevant legislation and government policies.

This page includes information about how to complain or express dissatisfaction about an EPA officer’s behaviour or conduct. A complaint about an EPA officer’s behaviour or conduct is not a request for a review of a decision they have made under legislation. That is a separate process and you can find information about this on the Review of EPA decisions page.

How can you make a complaint?

If you’re unhappy with the behaviour or conduct of an EPA officer, you can make a complaint by contacting the EPA.

You can contact the EPA by

  • Phone 131 555 (local call cost when calling from within NSW) or (+61 2) 9995 5555
  • Fax (+61 2) 9995 5999
  • Email info@epa.nsw.gov.au

You can choose to remain anonymous when you make a complaint. However, this means we will not be able to contact you to clarify matters or provide you with information about the outcome of your complaint.

You can nominate another person or organisation to represent you about your complaint.

Please let EPA staff know of any additional support you require when you submit your complaint. Support services include

  • NSW Mental Health Line on 1800 011 511
  • National Relay Service if you are deaf, or have a hearing or speech impairment
    • TTY users should phone 133 677, then ask for 131 555.
    • Speak and Listen users should phone 1300 555 727, then ask for 131 555.

What will the EPA do after receiving your complaint?

Where possible, EPA staff will try to resolve your complaint at first contact.

If your complaint can’t be resolved at first contact, an EPA officer will acknowledge receipt of your complaint, usually within 5 working days. We will inform you and/or your representative of

  • the expected timeframes for the EPA’s actions
  • the progress of the complaint and reasons for any delay
  • your likely involvement in the process
  • the range of possible or likely outcomes of the complaint.

Following consideration of the complaint and any investigation into the issues raised, we will advise you and/or representative of

  • the outcome of the complaint and any action taken by the EPA in response to the complaint
  • the reasons for the decision
  • any options for review available to you.

The process that the EPA will follow when managing complaints is set out in the EPA Complaints Handling Policy (PDF 376KB).

What if you’re unhappy with the resolution of the complaint?

Please contact the Senior Governance Officer 9995 5404 or Director, Governance, Risk and Planning 9995 5406.

You may also contact the NSW Ombudsman to discuss your complaint.

Complaints involving allegations of misconduct or corrupt conduct

The EPA has a duty to report to the Independent Commission Against Corruption (ICAC) any matter they suspect on reasonable grounds concerns or may concern corrupt conduct.

If the EPA does not suspect on reasonable grounds that the matter concerns or may concern corrupt conduct, then the EPA will determine how the circumstances are to be managed.

Serious allegations about EPA officer’s behaviour or conduct may be dealt with under the EPA Compliance Management Framework (PDF 213KB).

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