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. All complaints and enquiries are documented, recorded in a database and automatically allocated a reference number.

If a response to a complainant is required, the NCIS aims to contact them within 21 days of lodging the complaint. However, if they are unable to make contact after attempts over three separate days, the complaint will be closed. A complaint or enquiry is considered ‘resolved’ if:

  • the complainant or person seeking information is satisfied
  • all reasonable steps have been taken to investigate the complaint and any appropriate remedy available and/or a full explanation for the situation has been offered to the complainant or person seeking information
  • the complaint or issue of concern is being managed through a separate process.

The NCIS can:

  • explain aircraft movements and flight paths
  • provide aviation information, for example, curfew arrangements, air traffic control and use of technology
  • identify and investigate trends, issues and opportunities that may assist in improving the environmental impact of aircraft operations and follow through on them
  • work with other aviation industry stakeholders to resolve issues raised
  • consider possible changes to air traffic management and advise if they are not possible, or refer them for further investigation.

The NCIS cannot:

  • speculate on or change government policy
  • provide health or safety advice relating to aircraft noise or emissions
  • change flight schedules.