Airservices is Australia's air navigation service provider - we provide air traffic control, aviation rescue and fire fighting and air navigation services.

The complaint process

The Noise Complaints and Information Service (NCIS) receives complaints and enquiries about aircraft activities Australia-wide. If a response to a complainant is required, the NCIS aims to make contact within 21 days of the lodgement of the  complaint. However, if they are unable to make contact after several attempts over three separate days, the complaint will be closed.

Noise Complaints and Information Service – Christmas Shutdown

Airservices Australia 2015/16 Christmas/New Year shutdown for all employees in non-operational roles will commence from close of business on Friday 18 December 2015 and resume on 4 January 2016. During the shutdown period the Noise Complaints and Information Service telephone service will not be available.  Enquiries and complaints can still be lodged via the other methods referred to above. Responses to enquiries and complaints lodged during this time could take longer than our usual 21 days. Alternatively, you may wish to call us on our return from 4 January we will be open Monday to Friday from 9:00am to 5:00pm (AEDT), excluding public holidays.

Information is also available on aircraft operations, answers to frequently asked questions and an industry noise website that may assist you with your query.

Noise Complaints and Information Service responsibilities
What we ask of you when you make a complaint
We are responsible for:

  • providing assistance if you require help to make a complaint
  • handling your complaint professionally, efficiently, fairly and impartially
  • keeping you informed of our progress and any actions taken
  • giving you reasons for our decisions
  • taking all practicable steps to ensure that you are not subjected to any detrimental action in reprisal for making your complaint
  • treating you with courtesy and respect
  • giving you adequate warning of the consequences of unacceptable behaviour.

 

We ask you to:

  • provide us with a clear idea of the problem and the solution you want
  • be honest in all communications
  • give us all the relevant information you have (or know about) at the beginning
  • tell us new facts, or let us know if you no longer want our help
  • cooperate with us to help us try to finalise your complaint
  • treat us with courtesy and respect
  • inform us of changes in your contact details
  • let us know if you need an interpreter or other help in accessing our service.