What types of complaints can you make?
EPA Victoria investigates issues such as:
- Air pollution: Smoke, dust, or fumes from burning, factories, or construction.
- Offensive odours: Persistent foul smells from landfills, farms, or factories.
- Noise pollution: Excessive noise from industry, construction, or venues.
- Water pollution: Waste or chemicals in stormwater, rivers, lakes, or beaches.
- Contaminated land/soil: Buried chemicals, leaking underground tanks, or polluted industrial sites.
- Illegal waste dumping: Rubbish or hazardous waste left in bushland, waterways, or on roadsides.
- Unsafe waste storage: Dangerous stockpiles of chemicals, tyres, or plastics.
- Banned plastics: Businesses using or supplying single-use plastics (bags, straws, etc.).
- Littering from vehicles: Rubbish or cigarette butts thrown from cars.
- Smoky vehicle emissions: Cars or trucks emitting thick smoke for more than 10 seconds.
- Illegal balloon releases: Releasing balloons into the sky.
- Major pollution incidents: Large spills, toxic smoke, or other emergencies that cause significant harm.
Jurisdiction:
EPA Victoria only takes complaints about pollution and waste in Victoria.
Time Limits:
There are no strict time limit, but complaints should be made as soon as possible.
EPA Victoria will not deal with complaints about:
- Neighbourhood disputes (e.g. fences, trees).
- Residential noise (e.g. parties, loud music).
- Animal nuisance or welfare issues.
- Planning approvals and development objections.
- Workplace health and safety.
- Food safety or hygiene.
- Wildlife or native vegetation.
- Heritage and cultural sites.
- Water rights, climate change policy, or environmental education programs.
- Graffiti, vandalism, or illegal fishing.
- Air pollution from aircraft or marine pollution from ships.
- Radiation issues.
- Asbestos in homes.
- Illegal dumping or littering on private land.
Who can you make a complaint against?
You can make a complaint against:
- Individuals: Anyone causing pollution, dumping, or waste issues.
- Businesses and organisations: Factories, farms, waste operators, construction sites, or event organisers.
- Government agencies or councils: If their operations cause pollution (e.g. council-run landfill).
- Vehicle owners: For smoky vehicles or littering from cars.
Are you eligible to make a complaint?
Who can make a complaint
Anyone can complain, this includes residents, visitors, businesses, First Nations people, or witnesses. You do not need to be directly affected.
Before you lodge a complaint:
You should report issues to EPA Victoria as soon as possible, especially if there is an immediate risk to health, the environment, or the community.
Can you complain on behalf of someone else?
Yes, you can report an issue for another person or on behalf of your community. If you are formally representing someone else, EPA may need their consent to share updates or information.
Additional Information:
Making a complaint to EPA is free. You don’t need a lawyer, but you can seek independent advice if you want to.
What can this body do to help?
EPA Victoria can:
- Investigate complaints.
- Issue compliance or clean-up notices.
- Fine individuals and businesses.
- Take court action for serious breaches.
- Suspend or cancel licences.
- Publish enforcement actions on its public register.
EPA cannot:
- Order compensation for you.
- Give legal advice.
How to prepare your complaint:
Personal details:
Provide you name, phone, email. Anonymous complaints are accepted, but providing details helps with following up about the complaint.
Respondent’s details:
Provide the name of the person, business or organisation who is responsible, location, vehicle registration (if relevant for smoky vehicles or littering from cars).
Relevant facts:
Provide details about what happened, when, where, and how it caused harm. Add photos, videos, or witness details if available.
Lodging your complaint and next steps:
Where to lodge:
- Online form: available here (preferred).
- Call: 24-hour Pollution Hotline 1300 372 842.
- Email: contact@epa.vic.gov.au.
- Post: GPO Box 4395, Melbourne VIC 3001.
Receipt and Acknowledgement:
- For complaints made online, an immediate confirmation will be sent.
- For complaints over the phone or by email, confirmation will be given when the complaint is lodged.
- EPA does not give formal receipts, unless they need to follow up with you.
Assessment and Investigation:
- EPA will look into gathering more information by organising site visits and inspections.
- They may refer you to the right place if the complaint is not something EPA can help with.
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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