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Complaints

It is your right to lodge a complaint and we encourage you to do so if you feel that you have a legitimate grievance.

All complaints will be considered thoroughly and fairly, and dealt with effectively.

The overriding principle in our complaints handling system is one of natural justice, which is a presumption of innocence and a right to a fair hearing. It should be recognised that the burden of proof always remains with the source of the grievance and not with others. This system complies with the requirements of Standards Australia AS 4269 – 1995 Complaints Handling.

What to do

If we do not meet our stated standards or service levels, let us know. We will try to resolve your concerns internally, but if this is not possible, we will let you know the various avenues of redress that are available to you.

The steps you need to take

  1. Identify the problem: Determine what the exact nature of the problem is
  2. Talk to the officer responsible: discuss the matter with the officer you have been dealing with or if you prefer, ask to speak to that officer’s supervisor.
    If you are not satisfied, contact the Manager of Government and Industry Relations or the Executive Manager, Corporate Affairs.
    Contact details
  3. Write to us providing detail: If you make a complaint in person or by telephone, follow it up with a signed letter to your Contact Officer providing as much information as possible.
    Contact details for your Complaints Managers are detailed on the CASA website Contact details Alternatively, your complaint can be forwarded to the Executive Manager, Corporate Affairs, GPO Box 2005, Canberra ACT 2601.
  4. Participate: Be prepared to participate in the resolution process.

The steps we will take are:

  • Record: We will record your complaint in detail to allow investigation, which is why we prefer the complaint to be written.
  • Investigate and review: We will investigate your complaint and review the actions undertaken to resolve the initial matter and the complaint.
  • Respond: If a substantive response is unable to be provided within 14 days of its receipt, your complaint will be acknowledged in writing. A substantive written response will be forwarded to you as soon as practicable but preferably within 28 days of receipt. Progress Reports will be provided on a monthly basis where the matter proceeds for a lengthy period of time.
  • Resolve: We will endeavour to resolve your complaint internally and do so in consultation with you.
    If you do not believe that your complaint has been satisfactorily managed or responded to, your concerns can be escalated for review.
    In these circumstances, your concerns should be referred to the Executive Manager, Corporate Affairs for management. In reviewing CASA’s actions, consideration will be given to the management of your initial complaint and the outcome achieved.