Incident reporting and enquiries

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The EPA continues to maintain a pollution reporting and enquiries line (telephone 8204 2004, free call non-metro 1800 623 445) to receive calls about environmental concerns. Table 6 summarises the number and type of reports received during 2013–14.

Depending on the nature of the complaint, the EPA’s response may be to:

• provide verbal or written information to the caller
• register a formal report for follow up by an authorised officer
• refer the information provided by the caller to another state or local government agency for action.

The EPA utilises a three-stage administrative process for the management of complaints relating to non-licensed sites. In 2013–14, 95% of calls received regarding non-licensed sites were responded to within three working days.

A total of 96% of non-licensed complaints received were resolved by a staged process. The remaining 4% of incidents were subsequently allocated for investigation by an authorised officer.

Table 7 details the number and types of general enquiries. In addition to these calls, a further 4 814 enquiries were resolved by the call centre service via the use of frequently asked questions (Table 8).

Table 6—Number of reports received by the EPA

Table 7—Number of enquiries received by the EPA

Table 8—Frequently asked questions hits report for the call centre

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• Incident reporting and enquiries