Feedback

Darwin International Airport Complaints Procedure

Your feedback regarding Darwin International Airport (DIA) is important and helps us to improve systems and services. If you have a complaint or comment about your visit to the airport (e.g. terminal presentation, signage, parking, retail), you can lodge your feedback:

  • via telephone by contacting reception on 61 (0) 8 8920 1811 
  • via email: feedback@ntairports.com.au
  • via mail to: DIA Feedback and Complaints, PO Box 40996, Casuarina NT 0811
  • via Facebook or Twitter (we may respond to request more information).

When lodging your complaint, please provide as much information as possible. We’ll need to know the date and time of your visit to the airport, a description of the issue and any relevant details, as well as contact information so we can advise you on your complaint’s progression. Complaints about airline services such as baggage or flights will need to be directed to the airline; you can find contact details here.

Your complaint

Upon receipt of your complaint we will provide an acknowledgment, either verbally or by email that your feedback is being addressed. From there, the detail you have provided will be used to investigate the issue with the relevant managers and a response will be prepared. Depending on the complexity of the complaint, this response may take up to 20 working days.

Review of complaint response by CEO

If you are not satisfied with the response to your formal complaint you may request a review by the CEO of DIA. A review is requested by communicating in writing. Unless the matter is a complex one, you can expect a response from the CEO dated no longer than 15 working days from receipt of your request for the CEO review. The response from the CEO will be the final communication with you on this complaint.

Noise complaints

Civilian Aircraft Noise Complaints

Airservices Australia is responsible for managing and monitoring the impact of civilian aircraft noise.
If you have an enquiry relating to flight paths or aircraft noise and would like to lodge a complaint, you can do so via their website.

Lodge a complaint online

Further Resources
Since October 2012, Airservices has produced quarterly Noise Information Reports for major urban areas. These include information and analysis on aircraft movements, noise monitoring and complaint issues. Download the most recent report for Darwin here.

Airservices Australia provides many other resources regarding Australian aviation noise including Fact Sheets, access to relevant legislation, regulation and aviation policy and aircraft noise monitoring reports. Please visit the Airservices Australia website to access this information: www.airservicesaustralia.com/aircraftnoise

Military Aircraft Noise Complaints

Darwin International Airport is a Joint User Airport with RAAF Base Darwin meaning both civil and military operations occur at this airport.  For all military aircraft noise complaints, please call the defence hotline and ask to speak with RAAF Base Darwin.

Tel: 1300 DEFENCE (1300 333 3623)

FURTHER RESOURCES
Department of Defence Aircraft Noise Information

Australian Government portal for Aviation Complaints

Ground Running Noise Complaints

Darwin International Airport is responsible for all civilian aircraft ground running noise.  Please contact the Airport Management Centre to lodge a complaint.

Tel. 08 8920 1811
Email: information.drw@ntairports.com.au.