Complaints about the NSW Food Authority
The NSW Food Authority is a statutory authority within the principal NSW Department of Industry, Skills and Regional Development (NSW Department of Industry).
The Food Authority is committed to its customers and receiving feedback from them. Service goals are contained in the NSW Department of Industry customer service charter.
The Food Authority aims to maintain and improve the quality of the services we provide by identifying, addressing and resolving complaints about its staff or service delivery promptly.
The procedure described below is only for issues specifically about the Food Authority and its staff.
For other types of complaints, like reporting poor hygiene practice in a food outlet or mislabelling, use the procedure described on the complaints about food and businesses page.
Receiving complaints and compliments helps us learn how we are doing, what we’re getting right, and what we can improve on.
When we get something wrong, we encourage you to let us know. We will try to resolve any problem quickly, explaining what we have done and why.
What is a complaint?
A complaint is an expression of dissatisfaction about service or any associated administrative matter provided, or the performance of staff in providing that service or associated administrative matter.
Complaints do not include representations which debate or challenge the substance of the Food Authority’s policies, programs or regulatory powers.
Our complaints procedure
Most concerns or complaints are best and most quickly resolved by talking to the person directly concerned within the Food Authority, or their manager.
If concerns cannot be initially resolved this way, the complainant also has the option of escalating the matter for formal review to the:
- Manager - Corporate Projects, NSW Department of Industry, Skills and Regional Development.
How to make a formal complaint
In the first instance you should contact the relevant officer’s Manager. Do this by contacting the Food Authority’s helpline at firstname.lastname@example.org or by telephone on 1300 552 406 to discuss the issue with the relevant manager.
If at the end of this process your concern has not been adequately addressed and you wish to progress the matter, follow the NSW Department of Industry Complaints handling procedure outlined on its website.
Information you need to include
Please include the following information in your verbal complaint to our helpline or in written correspondence:
your full name
your contact details
a short summary of the issue, including any actions by the Authority relevant to your complaint
Authority staff member(s) involved in the issue
a clear statement of what you want to happen as a result of the complaint.
Acknowledgement of receipt of a complaint
An acknowledgment of receipt will be issued within 2 working days of receipt of a formally submitted complaint.
Anonymous complaints about staff or practices will be investigated where sufficient detail is provided to substantiate a valid complaint. However, any investigation may be hampered by our inability to seek further information and details. Also, it is not possible to issue advice on outcomes to a complainant when no contact details have been provided.
One of the key strategies of the Food Authority is to obtain feedback from our customers, clients and stakeholders to improve service delivery. We welcome your feedback on any matter related to the Food Authority.