Dealing with complaints

OEH is committed to being accessible, responsive and fair to all complainants.

The Office of Environment and Heritage (OEH) complaint management framework consists of the Complaint management policy and the Unreasonable complainant conduct policy. These policies detail how OEH manages complaints to ensure they are dealt with fairly and effectively.

The Complaint management policy defines what a complaint is and establishes the principles guiding their management. In summary:

  • a complaint is an expression of dissatisfaction made to or about us where a response or resolution is expected
  • OEH will receive any complaint, be responsive and address the complaint and manage the parties associated with the complaint.

The Unreasonable complainant conduct policy details what constitutes unreasonable conduct by a complainant and the process OEH can follow to deal with it. In summary:

  • unreasonable complainant conduct includes (but is not limited too):
    • threats or abusive behaviour
    • excessive frequency of contact
    • making inappropriate demands
    • monopolising inappropriate amounts of the OEH's time and resources
    • refusal to accept OEH decisions relating to a complaint or matter.
  • OEH may take action to manage any complainant conduct that negatively and unreasonably affects the agency.

How to make a complaint

If you wish to make a complaint with OEH you should:

  • directly speak or write to an OEH staff member from the team associated with your concerns
  • include your name and contact details so we can get back to you.

You can also:

Further information and external reviews

If you require further information regarding complaint management in the NSW Government please refer to the NSW Ombudsman's website.

Page last updated: 05 March 2018