Airservices is a government-owned corporation providing safe, secure, efficient and environmentally responsible services to the aviation industry. We manage air traffic operations for around 75 million passengers on more than three million flights every year.

Our service charter

When dealing with members of the public, we will:

  • treat complaints and enquiries seriously, fairly and without bias
  • respond in line with our service standards (below)
  • communicate in a polite and respectful manner
  • be professional at all times.

Members of the public making enquiries or complaints are expected to:

  • be courteous
  • co-operate with the NCIS when their enquiry is being dealt with
  • accept that Airservices must determine which issues it can investigate, and the time and resources that will be allocated to the enquiry.

Complaints will be dealt with in line with the Commonwealth Ombudsman’s guidelines on complaint handling.

We reserve the right to not provide individual responses to multiple complaints on the same issue. However, each complaint will be recorded in our database and reports.

Service standards

If you request a response to your complaint, we will do so within 21 days.

However, if we have been unable to contact you after making attempts over three separate days, we will close your complaint.

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