The Department of Natural Resources and Environment Tasmania (NRE Tas) is committed to effective complaints management.
All complaints made by persons external to the Department will be dealt with in a responsive, confidential and fair manner, and will be managed in accordance with our external complaints handling policy.
The Department values the privacy of every individual’s personal information and is committed to protecting any information we collect and use by compliance with the obligations provided under the Personal Information Protection Act 2004. It is important to note that, for NRE Tas to appropriately address complaints, it may be necessary for those handling the complaint to contact others to seek and clarify information.
The Department has a three-tier approach to complaint management, designed to lead to the effective resolution of complaints at the earliest opportunity.
Stage 1: Early Resolution
Where a complaint is made to a frontline officer, or formally to NRE Tas, the Departments aim is for early resolution. Staff should attempt to rectify misunderstanding or resolve issues before they escalate. Complainants should be informed about the Departments external complaints submission channels – via email complaints@nre.tas.gov.au, online or via phone 03 6165 8833.
Stage 2: Internal Review
Where a complaint cannot be resolved right away, an internal review should be conducted. The review will make recommendations which an appropriate senior manager will sign off on, and the complainant will be notified of the outcome of the internal review. If a complaint is not able to be resolved within the relevant business unit, or the complainant is not satisfied with a response provided to them, it can be independently reviewed by the Strategic Policy & Legislative Reform Team.
Stage 3: External Review
Where a complainant is not satisfied with the response received from the Department they may request an external review. The Ombudsman can be contacted through their webpage or by phone 1800 001 170 or the Anti-Discrimination Commissioner through their webpage or by phone 1300 305 062.
What if I need assistance to make a complaint?
The Department is committed to providing all reasonable assistance to those who need help to effectively communicate in relation to a complaint. Assistance may include, for example, access to an interpreter service or agreement to a personal interview during which the details of your complaint can be written down on your behalf. More information can be found on the accessibility page on our website.
What complaints are considered?
The Department considers an ‘external complaint’ to be: “A formal expression of dissatisfaction with an action taken, decision made or service provided by the Department, or a delay or failure in providing a service, taking an action, or making a decision, which has been lodged with the Department, where a response is expected”.
The following will not be treated as a complaint or considered under this process:
General commentary on the Department’s performance or feedback on improving a service.
Website functionality or content feedback
Internal staff grievances.
State Service Code of Conduct matters.
A request for a review or appeal under legislation (where a formal review process already exists).
Public interest disclosures.
Right to information applications.
Requests for a service or a request for information.
Child and youth safety
How to make a complaint
Complaints can be made using the following methods:
Online webform
Use the webform here: Register your Complaint
Post and email