EPA Customer Service Charter
This Charter sets out our expectations of how we interact with you and how you interact with us to ensure all our interactions are respectful and aligned with EPA values.
The Environment Protection Authority (EPA) is NSW's independent environmental regulator. We take a risk-based, outcomes-focused approach to preventing harm to the environment and communities using the elements of our Regulatory Framework.
We provide customer service to anyone that we directly interact with, which includes those that we work with – our communities, Aboriginal peoples, industry, government and a range of other organisations.
Our Statement of Commitment to Aboriginal peoples recognises the EPA’s commitment to working in respectful partnership with Aboriginal peoples and actively learning from, and listening to, Aboriginal voices, cultures and knowledges.
There are several ways to interact with the EPA to work together to improve outcomes for the environment and our communities.
This Charter sets out our expectations of how we interact with you and how you interact with us to ensure all our interactions are respectful and aligned with EPA values.
This Charter also adopts our regulatory principles, which inform how we undertake our regulatory work. We are:
- responsive
- outcomes-focused
- effective
- targeted
- informed and evidence-based
- firm but fair
- consistent and coherent
- transparent
- ethical and accountable
- collaborative.
The Charter also supports EPA staff in acting proactively and decisively, in accordance with our safety policies and procedures, to manage any conduct that negatively and unreasonably affects our staff and organisation.
There are many reasons why you may need to contact the EPA. To make sure we can respond appropriately, it is essential you use the correct channel to contact us:
- Mandatory notification of pollution incidents, call Environment Line on 131 555, which is a 24/7 service
- Community reports of environmental incidents and concerns:
- emergencies: call 000
- significant incidents or pollution concerns, call Environment Line on 131 555
- non-urgent matters email [email protected], which will be actioned during business hours.
- Licensing enquiries and applications (including eConnect), call 9995 5700 or email:
- [email protected] for any Protection of the Environment Operations Act 1997 licences or motor vehicle enquiries
- [email protected] for any Dangerous goods, Radiation or Pesticide licences
- General enquiries, that cannot be answered from the EPA website, email [email protected]
- Complaints and requests for review when raising concerns about regulatory decisions or addressing matters related to the conduct of EPA officers, email [email protected]
- For an enquiry not mentioned above, use Request or provide feedback on our website or email [email protected]
You can provide information anonymously or ask that your identity remains confidential.
While you can remain anonymous, it is helpful to include your contact details so we can contact you for further information, if needed. The EPA’s ability to investigate matters may be limited if important information is missing.
Please note that your identity may be disclosed if required by law or there is a threat to public safety.
Appointments can be made to meet EPA representatives at one of our offices. The EPA does not allow walk-up meetings.
When you contact us, you can expect to be treated fairly and with respect and courtesy. The EPA will seek to understand what you need from us, be clear about what our role is and, where relevant, advise how our decisions will be made.
The EPA has a range of service standards for different types of services we offer, including statutory timeframes that apply to some licensing matters.
The matters customers contact us about range from simple enquiries to complex investigations, and our timeframes for providing a response or reaching an outcome will vary accordingly.
We take a risk-based approach in assessing and responding to the reports that we receive. The greater the risk to the environment and human health, the more urgent our response will be.
Complex investigations will take time for the EPA. It is important that you provide your name and contact details so that we can contact you if we need more information and update you on the progress of your report if necessary. In our interactions, we will advise you of our process and provide an estimated timefrome for our investigation.
We may also use our website, bulk communications, letterbox drops or social media as an alternative to providing direct individual responses to provide timely updates on pollution incidents or community concerns.
Your conduct can significantly impact the delivery of our work and the ability to achieve the best outcomes for the environment and our communities.
We adopt the NSW Ombudsman’s guidance for managing unreasonable conduct.
The EPA considers that conduct becomes unreasonable when it involves:
- aggression, harassing words or actions, threats, violence or assault.
- persistent and repeated interactions with you about the same after we have advised you of the outcomes and reasons for our actions or decision
- disproportionate demands, arguments and/or a lack of cooperation .
EPA staff will consider any interaction they consider to be unreasonable to determine the most appropriate way forward. Our actions may include:
- ceasing phone calls or interactions
- reporting the behaviour to the appropriate authority
- limiting or preventing further contact
- outlining preferred communication methods and timeframes
- providing written advice about our response.
See Engagement expectations for more information.
The EPA may record details of unreasonable conduct and/or interactions for the purposes of safety and security assessment. This information may be shared within the EPA to protect our people from harm.
Our response to enquiries and investigations is more successful when you:
- can provide us with clear, full and accurate information for us to follow up on. This includes supplying additional information promptly when needed.
- are open and honest in your dealings with us
- do not make unreasonable demands
- treat our staff with courtesy and respect.
For matters where you are concerned about non-compliance with environment protection legislation, providing clear information such as times, dates, places, and details of the organisation or individual involved can assist our investigations.
The EPA may not be responsible for regulating or responding to the matter that you report to us. This is because the environmental protection legislation we administer sets out which is the appropriate regulatory authority for the activity, which may be your local council or another public authority.
In general, the EPA regulates activities that are licensed by the EPA and activities carried on by the State or a public authority. For other matters contact:
- Transport for NSW for issues that relate to motor vehicle standards in NSW
- Office of Local Government for issues relating to the general performance and/or decisions of councils or their staff
- councils for activities in local government areas unless the activity is licensed by the EPA or carried out by the State or a public authority
- Your water or sewerage utility – such as Sydney Water or Hunter Water – for drinking water and wastewater faults including leaks, breaks and wastewater overflows
- SafeWork NSW for licensed asbestos removalists, storage and handling of dangerous goods, safety matters at worksites, inadequate protective clothing or inadequate or unsafe handling of asbestos during asbestos removal or demolition.
The EPA cannot provide advice on behalf of other organisations or provide legal or technical advice that should be provided by a third party.
For more information about who to contact about pollution and other environmental issues see Report pollution.
The EPA may refer matters lodged with us to other agencies where appropriate, and provide your details if you have given us permission to do so.
The EPA’s Engagement Framework outlines our commitment to the community, customers and partners to collaborate and make sure your views are heard as part of our decision-making.
We recognise that an engaged community working together will achieve better outcomes for the environment and human health.
We seek community views on environmental and human health initiatives through our Have Your Say platform.
The public is also encouraged to join our online community to stay up to date about initiatives that matter to them.
The EPA is committed to transparency and most of the information that we hold is available on our website or public registers.
The Government Information (Public Access) Act 2009 (GIPA Act) gives you the right to access government information unless there is an overriding public interest against its release.
See Obtaining information to find out how to request government information under the GIPA Act.
See Our commitment to privacy and security for information on privacy and data collection specific to interactions with our website and online newsletters.
The Privacy and Personal Information Protection Act 1998 regulates how NSW government agencies manage personal information. The Information and Privacy Commission administers this legislation and the handling of personal information by NSW government agencies.
The EPA is committed to upholding Indigenous Cultural and Intellectual Property (ICIP) and has a Protocol to guide the use of Aboriginal voices, cultures and knowledge.