Your opinion is valued

We want to know how we are doing and any ideas you have on how to do things better. If you have any feedback, suggestions, complaints or compliments about our service, staff or operations, we would like to hear from you

Compliments and suggestions

By telling us what services you are happy with or suggesting how we can do things better, you can help us to improve our operations. If you would like to compliment the Department or one of its staff members or have an idea on how we can do things better, let us know by:

Your compliments and suggestions will be considered by the relevant manager and used as part of the Department’s ongoing commitment to improving its dealings with all its customers.


We want to know if you are unhappy or dissatisfied with:

  • How you were treated by a DPLH staff member
  • Information provided to you
  • DPLH policies and procedures that affect you.

How to make a complaint:

What happens next?

The Department’s Public Affairs branch will send you an acknowledgement of your feedback and advise you of a date by which you can expect a reply.

The Department of Planning, Lands and Heritage will assign an independent officer to investigate your complaint and provide you with a response.

You will be given the opportunity to provide feedback on our response and how your complaint was handled.

Your complaint will be used as part of business planning processes to improve our operations.

Can I remain anonymous?

You may choose to submit complaints without providing your name and/or contact information. However, if you do not provide either of these, the Department will not be able to provide you with a response to your complaint.

If you are complaining about the conduct of a staff member you may choose not to be identified to that staff member. However, if you choose not to be identified, the investigation and action taken in relation to your complaint may be limited.

Why we want your feedback.

The Department of Planning, Lands and Heritage is committed to delivering a high quality of customer care through friendly, courteous, fair and efficient service and by providing consistent and accurate information. To do this properly we need your help.

The Department respects the rights of its customers to complain about services and information provided. We also welcome compliments and suggestions. Whether you are making a complaint, making a suggestion or paying a compliment, your feedback is the key to us improving the way we do business.