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CASA Industry Complaints Commissioner (ICC)

What the Industry Complaints Commissioner does

The ICC provides members of the industry, the wider aviation community and the public with an easy, accessible and effective way to:

  • make a complaint about the behaviour of CASA personnel, industry delegates and authorised persons;
  • ensure that meaningful and appropriate action in response to a complaint is initiated expeditiously and followed through to a fair resolution within a reasonable time; and
  • receive information about the progress and disposition of a complaint.

The ICC does not deal with:

  • general complaints about CASA's policies—which should be directed to the Office of the Director of Aviation Safety or the Corporate Relations Branch;
  • issues arising in connection with regulatory decision-making—which might more appropriately be considered in the course of an administrative appeal or review; or
  • particular concerns about aviation safety—which should be brought to the attention of the relevant operational office directly or via CASA's Hotline.
  • Other matters the ICC does not handle.

Matters that come to the ICC's attention, but which should more properly be dealt with by another area in CASA, will be referred on to that area. See the ICC's Terms of Reference for a full explanation of  the ICC's authority.

Making a complaint


1. Would you like to make a complaint about?

  • airline customer service? If your complaint relates to an airline customer service issue you will need to contact the relevant airline’s complaint handling department. 


  • criminal activity? Complaints involving suspected or alleged criminal conduct on the part of a CASA officer should be directed to the Australian Federal Police.

  • If none of the above apply please go to step 2.


2. Try to resolve your complaint with the person involved or their manager

This is often the quickest, easiest way to have your complaint resolved. If the matter is not resolved at this stage, or there is a reason why you cannot try to resolve the matter with the person or their manager, you can lodge a complaint with the ICC.


3.    Lodge your complaint

Complaints should be lodged with the ICC, preferably in writing, using one of the following methods:

Email: complaints@casa.gov.au
Fax: 02 6217 1701
Mail: GPO Box 2005
Canberra ACT 2601
Online:

via the online form

Telephone:

02 6217 1663
or
131 757 (toll free)


4. What happens to your complaint?

Select each item to open or close a corresponding answer.

  • How eligible complaints are handled

    On receipt of an eligible complaint, the ICC will contact the manager(s) responsible for the person(s) about whom the complaint has been made, informing them of the nature and details of the complaint, and asking the responsible manager(s) to make appropriate inquiries, formulate an appropriate responsive approach and report back to the ICC within a specified reasonable time.  All inquiries of this kind are conducted in accordance with the applicable principles of procedural fairness.

    If the ICC considers that the findings of, and/or the actions to be taken by, the responsible manager(s) are appropriate, the ICC will:

    • provide the complainant with as much information as may properly be disclosed about those findings and the responsive actions to be taken;
    • monitor the progress of those actions and keep the complainant appropriately informed; and
    • advise the Ethics and Conduct Committee accordingly.

    If the ICC considers that the findings of, and/or the actions taken or to be taken by, the responsible manager(s), are not appropriate, the ICC will:

    • advise the manager(s) accordingly and recommend what, in the ICC’s view, constitutes a more appropriate response;
    • register and monitor the actions of the responsible manager(s) taken on the basis of the ICC’s recommendations; and
    • advise and make further recommendations to the Ethics and Conduct Committee accordingly.
  • Ineligible complaints 

    If the ICC finds that a complaint cannot properly be dealt with by the ICC for any of the reasons mentioned above, the ICC will advise the complainant as soon as possible.  In such cases, the ICC will try to recommend a more appropriate approach to the complainant.

  • Preserving your right to an independent review of CASA’s actions and decisions

    Applications for the review of CASA decisions that are subject to review in the AAT or the Federal Court must normally be lodged within a specified period of time after notice of the decision has been given.

    Decisions reviewable in the AAT are defined in section 31 of the Civil Aviation Act 1988 as reviewable decisions.  Reviewable decisions under the Civil Aviation Regulations 1988 (CAR) are set out in CAR 297A.  Reviewable decisions under the Civil Aviation Safety Regulations 1998 (CASR) are set out in CASR 201.004.

    Although the ICC will endeavour to advise a complainant if their complaint is one that should more properly be raised in the AAT or the Federal Court, it is the responsibility of the complainant to ensure that they are not compromising or prejudicing their right of review in the AAT or the Federal Court by pursuing a matter with the ICC.  It is always advisable to obtain independent legal advice about such matters from a qualified legal practitioner.

  • CASA’s Ethics and Conduct Committee (E&CC)

    The E&CC ensures that allegations of breaches of important behavioural policies and laws are fairly and effectively addressed. It refers matters to CASA senior officers for investigation and action and makes recommendations to the Director of Aviation Safety.

    View the Terms of Reference for the ECC.

  • Commonwealth Ombudsman

    The Commonwealth Ombudsman considers and investigates complaints from people who believe they have been treated unfairly or unreasonably by an Australian Government department or agency, including CASA. The Commonwealth Ombudsman does not usually investigate complaints unless the complaint has been raised with the agency first. More details about the Commonwealth Ombudsman’s role, including details of how to contact them, can be found at  www.ombudsman.gov.au.