CASA Industry Complaints Commissioner (ICC)

If you have a complaint about CASA or the aviation industry there are a number of ways to let us know:

Online:	via the online form
Phone:	02 6217 1717
Email:	complaints@casa.gov.au
Fax:	02 6217 1444
Mail:	GPO Box 2005 Canberra ACT 2601

Alternatively, if you would like to speak to someone personally please contact the ICC Office Manager on 02 6217 1345.

What the Industry Complaints Commissioner does

The Industry Complaints Commissioner's role is:

To be the central co-coordinating point for all complaints about CASA and industries, 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 Director of Aviation Safety corrections to CASA’s processes and procedures to prevent recurrence of problems of the kind that gave rise to complaint.

The Industry Complaints Commissioner does not replace other existing avenues of appeal against CASA decisions such as the Administrative Appeals Tribunal or the Commonwealth Ombudsman.

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 are 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 can be made to the Industry Complaints Commissioner or the Chief Legal Officer of CASA. The Industry Complaints Commissioner will ensure any such complaint is referred to the Director of Aviation Safety and other responsible persons as appropriate.

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.