Airservices is a government-owned corporation providing safe, secure, efficient and environmentally responsible services to the aviation industry. We manage air traffic operations for around 75 million passengers on more than three million flights every year.

Role of the Noise Complaints and Information Service

Airservices manages complaints and enquiries about aircraft noise and operations through our dedicated Noise Complaints and Information Service (NCIS).

The service is the Australian aviation industry’s main interface with the community on aircraft noise and related issues and provides a ‘one stop shop’ for enquiries and complaints and aims to resolve complaints where possible.

Complaints and enquiries help identify issues of community concern and possible opportunities for improvements. These improvements to aviation programs and services may ultimately deliver better noise outcomes for communities.

When analysing the information received from complaints and enquiries we focus on the number of complainants and the issues raised by them, rather than the number of contacts received from an individual.

The data is used to identify systemic problems, provide guidance for government departments in developing aviation policy and provide other aviation agencies (such as the Civil Aviation Safety Authority) and industry bodies (such as airports)information on community concerns.

Resolving complaints

We receive complaints and enquiries about aircraft activities Australia-wide and aim to resolve the issue.

A complaint or enquiry is considered ‘resolved’ if one of the following applies:

  • 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.

It is important to note explanations or information can be provided by us in writing or by telephone. Some complaints may be considered resolved even when a complainant remains dissatisfied.

There are certain things the Noise Complaints and Information Service can do, and some things we cannot.

We can:

  • provide advice about a particular aircraft movement, including if it consistent with regular operating patterns
  • advise if flight paths have been, or are planned to be, changed in a certain area
  • advise if unusual flight patterns are due to any particular factor (for example weather, air traffic congestion, runway closure or maintenance works) or emergencies
  • provide information on aviation matters at Australian airports e.g. curfew arrangements, air traffic control procedures, rules of the air and new technologies
  • respond to specific inquiries about air traffic patterns in particular areas
  • provide information about the use of regular flight routes and other aircraft operations
  • identify and investigate trends, issues and opportunities that may reduce the environmental impact of aircraft operations
  • work with other aviation industry stakeholders to resolve issues raised.

We cannot:

  • respond to policy questions (When is the government going to insulate my house or introduce a curfew?)
  • change flight schedules (Why are there so many flights late at night?)
  • change or move flight routes
  • stop aircraft flying over a particular area, or at a specific time
  • provide health or safety advice relating to aircraft noise or emissions (What about the effects on my health from lack of sleep?).
We record all complaints and enquiries in a database. This allows us to us to track the progress of individual complaints and identify significant trends for aircraft noise concerns.