How to make a complaint

If you are not happy with any aspect of Sydney Metro, you are encouraged to lodge a complaint. This can include business disruption, concerns about utility providers undertaking work on our behalf and other project related concerns or complaints.

In the first instance, complaints should be directed to Sydney Metro via:

Sydney Metro City & Southwest

Sydney Metro Northwest

      Complaints are managed in accordance with the Sydney Metro Construction Complaints Management System

      If your complaint relates to construction and cannot be resolved within an agreed timeframe directly with the contractor it will be automatically escalated to Sydney Metro’s complaints handling management representative.

      If your complaint cannot be resolved within an agreed timeframe by Sydney Metro’s complaints handling management representative, it will be automatically escalated to the Community Complaints Commissioner.

      Community Complaints Commissioner

      The Department of Planning and Environment has approved the appointment of Christine Marsden as the Sydney Metro Community Complaints Commissioner, as being independent from the design and construction personnel. The role of the Community Complaints Commissioner is to provide an independent party to help resolve complaints about construction issues where a resolution has been unable to be reached by the contractor and the Sydney Metro project team.

      The Community Complaints Commissioner can be contacted during business hours via*:

      Sydney Metro City & Southwest

      Sydney Metro Northwest

        *Calls or emails received outside business hours will be responded to by the Community Complaints Commissioner on the next business day.

        Any member of the public that has lodged a complaint may ask the Community Complaints Commissioner to review Sydney Metro’s response. The application must be submitted in writing and the Community Complaints Commissioner must respond within 28 days of the request being made or other specified timeframe agreed.

        The Community Complaints Commissioner will not act before the contractor and Sydney Metro has provided an initial response to a complaint and will not consider issues such as property acquisition where other dispute processes are provided for, or clear government policy and resolution processes are available, or matters which are not within the scope of the Project.

        The role of the Community Complaints Commissioner is:

        • provide an independent party to help resolve complaints;
        • make recommendations to the Proponent to satisfactorily resolve complaints between the complainant, the Sydney Metro Project Communications team and the relevant contractor team;
        • make recommendations about the resolution of individual complaints;
        • report on the complaint including the recommendations that have been implemented by the project team;
        • keep a record of all complaints which have been referred to them and the actions taken to manage those complaints;
        • refer to the Acoustics Advisor and the Environmental Representative as required; and
        • provide reports of these actions to the Secretary on request.

        What to expect when you contact the Community Complaints Commissioner

        • The Community Complaints Commissioner will meet with the contractor and Sydney Metro to understand your complaint and the proposed or implemented actions taken to date to resolve your complaint.
        • The Community Complaints Commissioner will then meet with you to discuss your complaint and why previous proposed or implemented actions to resolve the complaint have not been successful.
        • The Community Complaints Commissioner will then prepare an initial report with recommendations to Sydney Metro to satisfactorily address the complaint, resolve disputes or mitigate against the occurrence of future complaints or disputes. This report will be shared with you and the contractor (if applicable) for discussion and agreement on reasonable and feasible actions that can be implemented to assist in resolving the complaint.
        • The Project team and the Community Complaints Commissioner will then meet with you to discuss the outcomes of the initial report, and advise if any additional actions can be pursued to resolve your complaint.
        • The outcomes of this discussion will then be included in the Community Complaints Commissioner’s final report and provided to you.
        • If you remain unsatisfied, you can take your complaint to the Secretary, Department of Planning and Environment. 

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