Client Feedback Handling Procedures

NSW Maritime aims to continuously improve the delivery of services to its clients and therefore welcomes compliments and complaints about its level of service delivery.

By maintaining records regarding the nature of client feedback NSW Maritime will be able to identify those areas in which improvement is required and, where possible, develop polices and practices to effect that improvement.

If you would like to compliment NSW Maritime or its staff, or if you have a complaint, you may register your feedback in the following ways:

1. By discussing the matter, at the time, with the relevant staff member at one of NSW Maritime’s offices or service centres or in the field;
2. By phoning NSW Maritime’s Infoline on 13 12 56 (24 hours, 7 days a week);
3. By emailing NSW Maritime on its general email enquiry line;
4. By writing a letter or fax to NSW Maritime’s relevant Branch or Regional Manager. Link to the list of NSW Maritime’s offices and service centre contact details.

As NSW Maritime has an obligation to use its resources effectively and efficiently, in certain circumstances it may be necessary and reasonable to limit the nature and scope of its response to complaints or issues raised. However it is NSW Maritime’s aim to deal with complaints in a positive manner. Relevant officers who receive complaints will do this by :

1. Actively listening to the complainant;
2. Explaining NSW Maritime’s position in relation to the issue and taking action to resolve the issue where possible;
3. Where immediate action is not possible in response to the complaint, providing an indication that further investigation will be required as well as a date on which a further response is likely to be given;
4. Maintaining the complainant’s confidentiality where this is required or otherwise requested and keeping a written record of the complaint and action taken or proposed.

In certain circumstances you may appeal to the General Manager of the relevant Division of NSW Maritime or its Chief Executive. If you are still not satisfied, you may direct your complaint to an independent organisation such as the NSW Ombudsman, the Independent Commission Against Corruption or a mediator, depending on the nature of the complaint.