Make a complaint

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    The main role of the Industry Complaints Commissioner (ICC) is to give the public and aviation industry a free and independent way to make a complaint about Australia's Civil Aviation Safety Authority (CASA).

    Before you submit a complaint

    Before you start the complaint process, make sure we can accept and review your matter. Your complaint should be about a decision, action or service provided by CASA.

    There are some exceptions to the matters we can consider. If the we cannot properly deal with your complaint, we will advise you as soon as possible. In such cases, the we will try to recommend who can resolve your complaint.

    Complaints process

    Below is an outline of our general complaint review process.

    Prepare information

    Tell us in as much detail as you can what happened and the reason for your complaint. Outline who was involved in the situation and how you have been affected.

    Gather supporting evidence. You can provide documents and information to support your complaint. Either attach it to your online complaint form or post it to us with your complaint.

    Submit your complaint

    Send us your complaint along with any supporting documentation by either:

    • using our online submission form
    • posting it to:

      Office of the Industry Complaints Commissioner

      GPO Box 2005

      Canberra ACT 2601
    Review of your submission

    We look at the background that has led to your complaint being made.

    During our review, we may:

    • review relevant documents, including an electronic search of CASA’s systems
    • interview you and/or the CASA officers involved to better understand what has happened or why a decision was made
    • request and consider a technical review by an industry expert or other advice.

    While we are reviewing your complaint, we will make sure you are:

    • told how we plan to address your complaint
    • given the name and contact details of the person reviewing your concerns
    • kept updated on the progress of your complaint.
    Preliminary outcome

    After considering all the available evidence and submissions, we form a clear and objective view of what we think the outcome should be. In most cases this is within 30 working days of receiving your  complaint. It can be longer if your matter is more complex.

    In our preliminary view, we make an assessment on whether it is more likely than not that the action or decision being reviewed was wrong, unjust, unlawful, discriminatory or unfair.

    While we consider what both you and CASA say when we form a view, we make that decision ourselves.

    A range of outcomes can result from a review:

    • Where we can't review a complaint, we will explain why. Where possible, we will refer you to someone who may be able to help.
    • If we don’t think there is enough information to uphold your complaint, we will explain why we reached that conclusion.
    • Where we think that CASA could have acted differently, we can make recommendations to CASA to correct the issue, or prevent similar complaints in the future.

      While our recommendations aren't generally binding on CASA, in most cases it accepts what we recommend. If CASA doesn’t accept an ICC recommendation, it must explain in writing why.
    Final outcome

    When we tell you our preliminary outcome, we ask that you provide any additional information or submissions you would like us to consider.

    If you provide us with more material, we will consider it before we finalise our review of your complaint.

    When we reach our final decision we will tell you in writing and consider your matter closed.

    Withdraw your complaint

    You can withdraw a complaint at any time without any consequences.

    Protection from retaliation

    If you make a complaint, you should not suffer any disadvantage as a result. Let us know as soon as possible if you believe that you have suffered any reprisals while we are considering your complaint, or after our review, and we will investigate your concerns.

    Appealing against an ICC outcome

    If you're not satisfied with the way we handled your complaint you can contact the Commonwealth Ombudsman.

    The Ombudsman considers and investigates complaints from people who believe they've been treated unfairly or unreasonably by an Australian Government department or agency, including CASA and the ICC.

    There is no requirement for you to have made a complaint to the ICC before approaching the Ombudsman with a concern about CASA. You can do this at any time.

    Complaints about the ICC

    As well as having the right to escalate your concerns with the Commonwealth Ombudsman, you can also highlight any concerns or issues you have with us to CASA's Board via the Board Secretariat.

    Alternative complaint pathways

    Certain CASA decisions can also be reviewed by the Administrative Appeals Tribunal (AAT) or the Federal Court of Australia. These applications must generally be lodged within a specified time after the decision was made by CASA.

    Like the Commonwealth Ombudsman, you don’t need to have made a complaint to us before you can make an application to the Federal Court. 

    Please note that we may not be able to review a matter while it is with the AAT or Federal Court awaiting a final decision.