About CASA

CASA Industry Complaints Commissioner

If you have a complaint for CASA there are a number of ways to let us know:

Alternatively, if you would like to speak to someone personally please contact Michael Hart, Industry Complaints Commissioner, by phone on 02 6217 1181 or email hart.michael@casa.gov.au.

What the Industry Complaints Commissioner does

The Industry Complaints Commissioner's role is:

• To be the central co-coordinating point for all complaints, and to ensure that they are examined and responded to expeditiously by the most appropriate area.
• To offer people in the aviation industry and the public an easily accessible, timely, open and effective means of having CASA's actions reviewed and to make recommendations on the findings.
• Where necessary or appropriate recommend to the Chief Executive Officer corrections to CASA’s processes and procedures to prevent recurrence of problems of the kind that gave rise to one or more complaints.

How the Industry Complaints Commissioner works

The services of the Industry Complaints Commissioner are available to any person, other than a CASA employee, who has a genuine complaint about the action or behaviour of a CASA employee which they have been unable to resolve with that employee or that employee’s manager.

There are a number of circumstances in which the office will not investigate, these can be found in the service charter.

The Industry Complaints Commissioner service charter contains detailed information about what you can expect from the office of the Industry Complaints Commissioner.

The services of the Office of the CASA Industry Complaints Commissioner will be provided free of charge.

CASA Privacy statement

You must be sure that in forwarding your complaint to CASA you are not delaying or forfeiting your right to seek a stay on a CASA decision or to take your complaint to an external agency such as the Administrative Appeals Tribunal.  

Criminal activity

Complaints alleging criminal conduct against a CASA officer should be referred to the Deputy Chief Executive Officer, Strategy and Support in the first instance. The Deputy Chief Executive Officer may then refer the complaint to the General Manager, Legal Services Group for investigation.

Deputy Chief Executive Officer, Strategy and Support, Shane Carmody, can be contacted by phone 02 6217 1330 or email shane.carmody@casa.gov.au .

Confidential Hotline

If you want to make a confidential report on a matter affecting aviation safety, ring the CASA hotline 1800 074 737.

CASA service charter

CASA's Service Charter describes, to the public and the aviation community, the service experience that can be expected in dealing with the Civil Aviation Safety Authority (CASA) and its staff.