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Complaints about the NSW Food Authority

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The NSW Food Authority is a statutory authority within the principal NSW Department of Primary Industries and Regional Development.

The Food Authority is committed to its customers and receiving feedback from them.

The Food Authority aims to maintain and improve the quality of the services we provide by identifying, addressing and resolving complaints about service delivery promptly.

The procedure described below is only for issues specifically about the service provided by 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 feedback helps us learn how we are doing, what we’re getting right, and what we can improve on. We will try to resolve any problem quickly, explaining what we have done and why.

What is a service related complaint?

A complaint is an expression of dissatisfaction about how we provide a service, or the performance of staff in providing that service.

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. You can do this by contacting the Food Authority’s helpline on 1300 552 406.

You can also use the red, white and blue feedback widget on the right hand-side of our website pages to submit a complaint online. You can use this tool to compliment, complain or make suggestions about our service, our staff or our handling of a complaint.

To make complaints about food businesses or food products, see the complaints about food and businesses.

Information you need to include

Please include the following information in your complaint:

  • your full name
  • your contact details
  • a short summary of the issue, including any actions by the Food Authority relevant to your complaint
  • Food 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

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.

Policies and procedures

If you feel that your complaint is not resolved using the procedures outlined on this page, or if you would like more information about complaint handling, you can access the Department of Planning, Industry & Environment Service Related Complaints Procedure on their website. 

Complaints to the NSW Ombudsman

If we have not been able to resolve your complaint, and you believe we have done something wrong, you may be able to take your complaint to the NSW Ombudsman. To see when and how you may be able to make a complaint to the NSW Ombudsman visit How to make a complaint on the NSW Ombudsman's website. 

 

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