Customer service
Delivering good customer service is key to every interaction we have as a world class regulator
Effective engagement
Our relationships and engagement with stakeholders is planned, purposeful and beneficial for both parties
Productive partnerships
We develop partnerships with clear goals and a commitment to achieve better outcomes together
Whether we are protecting our natural environment and preventing its degradation, promoting a circular economy, or preparing for the future and climate change our engagement framework follows five core approaches: Inform, Consult, Involve, Collaborate and Empower.
Inform
We will provide balanced and objective information to help you understand the problems, options, opportunities, and solutions. Wherever possible we will speak to you directly on issues that affect you.
We will use efficient and effective communication channels and seek innovative new ones.
- direct communication, for example letter or email
- our website and public registers
- media including social media
- newsletters, factsheets and campaigns
- door knocks and information sessions
- events and webinars
Consult
We seek broad and diverse views on issues that are relevant to our stakeholders. Our goal is to provide many opportunities and avenues for you to provide feedback, express concerns and suggest alternatives.
Our consultation channels include
- EPA stakeholder surveys and polls
- online consultations on yoursay.epa.nsw.gov.au
- community and advisory committees
- Workshops and forums
- email: engagement@epa.nsw.gov.au
Involve
We want to include your advice, opinions and expertise in the formulation of recommendations and regulation so that we can design and deliver the right solutions.
We will create and promote ways for you to be involved in our work through
- roadshow forums
- site inspections and audits
- reporting pollution to Environment Line and Report to EPA App
- research and data sharing
- face-to-face and virtual meetings and workshops
- drop-in sessions and community meetings
Collaborate
By collaborating with contributors as equals and applying the principles of equality, diversity, access, and reciprocity we aim to develop solutions together. We will incorporate design thinking, innovative ideas and alternative solutions in our work with you through
- multi-agency workshops
- design thinking facilitated workshops
- developing and fostering partnerships
- partnerships to solve complex problems
Empower
We want to empower the people of NSW to help protect the environment and human health. We will offer guidance, data and information, expertise, connection and resources to enable others in their work alongside using
- education and training sessions
- behaviour change programs
- partnerships with community and industry
- volunteer and citizen science initiatives
Engagement and our regulatory approach
The approaches of our engagement framework support the eight elements of our regulatory approach.
We listen and actively engage with the community and people to understand their concerns and their ideas for addressing the issues. We listen to our voiceless environment.
We educate community, industry and government about environmental issues. We empower decision making by the community and businesses to take environmental outcomes into account in their practices. We provide guidance about how people or industry can meet or exceed their legal obligations.
We enable the people of NSW to act to protect, enhance and restore the environment. We inform the community about what we do and how we do it. We assist the community, businesses and coregulators and we partner with industry and government to protect, restore and enhance the environment.
We act to investigate and collaborate to solve problems by engaging with the community, partnering with our Traditional Custodians and research organisations, industry and government, using our investigation powers, developing policy and programs, using science and research, working with community advocates and undertaking regulatory reform.
We enforce by taking appropriate action, using our powers to compel people and businesses to address or remedy harm and comply with legislation when needed. In doing this, we act as stewards for the environment.
We monitor the state of the environment and monitor compliance against legal obligations and intervene when we need to. We investigate environmental issues and non-compliance.
We require compliance with obligations under environmental legislation – including regulatory instruments, licences, duties, mandatory training and accreditation. We are bound by the important objectives of our legislation that incorporates our stewardship principles and we reform legislation when needed.
We influence people, businesses, government, research and science to make changes for better environmental outcomes. We encourage change and innovation through partnerships and collaboration, communication, engagement and behaviour change initiatives. We provide incentives for people and businesses to protect, restore and enhance the environment.
If you are interested in, or impacted by our actions or decisions, we see you as a stakeholder. Read more about who we work with.