Complaints handling and feedback

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This page outlines the Environment and Planning Directorate (EPD) policy on feedback.

Our aim is to provide a convenient and streamlined process for addressing feedback and complaints.

If you have feedback, positive or negative, about the service you have received from EPD, or you have a
technical complaint, you can let us know online, by phone or mail, or visit a customer services centre.

Technical complaints

A technical complaint might include an allegation that a neighbour isn’t complying with the conditions of
his/her lease or that a builder has not provided services to agreed standard/s.

You can find out more information about technical complaints by calling EPD customer service centre on 6207 1923.

What happens when I make a complaint?

There are three stages to the EPD complaint handling process. This is in accordance with industry standards.

Stage 1

Your complaint will be investigated by management in the relevant area of EPD and you will be told the outcome of that investigation. If you are not happy with the response you can ask for an independent internal review (stage 2).

Stage 2

Your complaint and the outcome of stage one will be investigated by the Director-General or their representative. You will be informed about the outcome.

Stage 3

If you decide that EPD has not addressed your complaint satisfactorily after both these stages, there are external avenues - such as the ACT Ombudsman - that are available to you.

How long will it take to get a response?

We will issue a written acknowledgement to you within two working days of receiving your complaint. If an investigation is undertaken, we will aim to provide you with the outcome within 20 working days of receiving our complaint.

Do I have to pay when I make a complaint?

No, you do not have to pay to make a complaint under stage one or two of the process.

However, if you take your complaint further and need to get access to documents, this may need to be handled under Freedom of Information legislation and this process may attract charges.

See more information about freedom of information on our website.

How do I lodge my feedback?

You may give feedback in person, online or by phone or email.

Online feedback

Visit https://www.canberraconnect.act.gov.au/app/forms/epd_feedback and follow the steps.

Other forms of feedback

Phone: 6207 1923
TTY: 6207 2622 (hearing impaired)
Mail: GPO 158 Canberra ACT 2601

You can also lodge feedback in person using our customer feedback form, which is available from our customer service centres in Dickson and Mitchell.

Dame Pattie Menzies House
16 Challis Street, Dickson ACT 2602

Mitchell Customer Service Centre
8 Darling Street, Mitchell ACT 2911

Where can I get more information?

Our team helps customers throughout the complaint process. You can contact the team by calling 6207 1923.

ACT Ombudsman contact details

Level 5, Childers Square, 14 Childers Street Canberra City ACT 2601
Phone: 1300 362 072 (calls from mobile phones at mobile phone rates)
Fax: 02 6276 0123
SMS: 0413 266 662 (standard carrier rates apply)
Email: ombudsman@ombudsman.gov.au